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Meet Navtech’s Service Delivery Team 

Our 360° radar are installed on every continent, across 20+ countries delivering critical national security, traffic safety and industrial automation applications 24/7. 

To support our customers during the lifetime of the deployed system and beyond, Navtech has a dedicated service delivery team. We asked the Head of Service Delivery at Navtech, Charles Clayton, some questions to understand more about the team’s work.

Where is the Service Delivery Team based?

With customers across the world we carry out all support remotely, however our Service Delivery Team is principally based at Navtech’s HQ in Oxfordshire and includes around 15 team members.  

We use an ITIL-based case management system to log reports of incidents and capture service requests. We can then securely connect to customer sites remotely to investigate issues or action requests such as software upgrades and offer 24/7 coverage to customers who require it.

Do you support customers across all Navtech's key markets?

We’ve been supporting radar in continuous operation since our first ever radar deployment and we support customers across all of Navtech’s key markets which include, Intelligent Transport Systems (ITS), Security Solutions and Industrial Automation.

Our market leading ITS and Security products, ClearWay and AdvanceGuard, are end-to-end solutions combining both radar hardware and software developed in-house. It means we offer both hardware and software support to customers in these markets. In the Industrial Automation market, it is more common for customers to integrate our high-definition radar sensor into their own automation solution, and so support requests for this market are predominately only related to the radar sensor. 

We see the most demand from road authorities, such as Main Roads Western Australia, one of our service delivery customers. ITS customers have the highest numbers of deployed radar and are managing busy, multi-lane highways; we respond to questions raised by their front-line operational teams.  

Why are you called a service delivery team and not customer services?

We want to be clear we are responsible for delivering a service to our customers. When a customer takes out a service contract with Navtech, we ensure we are fully staffed to deliver the service they have contracted with us, which will likely have targets (or Service Level Agreements) for how quickly we respond when an issue is reported and how quickly we resolve that issue. Other customers can still access customer support, but it is through our service contracts they can be assured of guaranteed turnaround and response times.  

Do you deal with radar servicing?

Yes, servicing radar is a carefully co-ordinated activity between the service delivery team, our colleagues within the repair team and the customer – which we seek to manage as efficiently as possible.  

What we provide for the customer is a single point of contact and management of the whole process. Servicing is a planned activity, and we don’t want the customer to lose coverage, so a key part of the process is to ensure they have a spare radar or a loan radar to swap with the radar that needs servicing. We will organise for the delivery of a loan radar, co-ordinate with the customer’s maintenance team to take down radar to be serviced and put up the loan radar. We will also start the process for the radar to come back to our facility in the UK. Once the unit has been serviced, the radar is sent back to the customer and the process starts again with the next unit.  

We readily acknowledge that the planned servicing of the radar can be disruptive to the customer, so we’re pleased to see the introduction of the direct drive motor (see image left) in some of our radar models. This effectively means that the radar doesn’t need to be serviced at any time during its 10+ design life.   

In addition to servicing the hardware we also handle quite a variety of other service requests. These can include auditing the system, health checks, software upgrades, training, data requests, and custom software requests. 

What types of service contracts do you offer?

For our ITS and security customers we have a the option of a hardware package, a software package, and a combined a hardware and software package – which we call NavCover Plus. For our Industrial Automation customers we have a hardware package.  

What’s the difference between incident management and service requests? 

A service request is when a customer is asking for something to happen. For both software and hardware support contracts we have a clear structure of what our customers can ask for as part of their contracts.  

When it comes to incident management everything is covered. Incidents are when you’re responding to something that is impacting the system, whatever that might be. For ITS customers, that might be the automatic incident detection service or for security customers, the wide-area surveillance service. The information we provide can help our customers identify the source of an issue, which can lead to the customer undertaking improvements in their wider system or Navtech undertaking work to further optimise our part of the system. 

You mentioned Software, Hardware and combined NavCover Plus support packages. What is the Enhanced package? 

The Enhanced package builds on the other options and is tailored to the individual customer and what they value for the effective management of their system. Whether this is monthly reporting or enhanced 24/7 coverage for example. With some customers we are reporting monthly on how we are meeting their KPIs – they are very structured packages. 

What other teams do you work with across the company?

Once a system is deployed then Service Delivery team becomes the main interface with the customer. We have a day-to-day working relationship with repair and service team who are based in our radar production facility. We also draw on the technical expertise of our software, hardware and project delivery team engineers. In addition, we frequently provide customer feedback to R&D and our product managers on potential product improvements. 

On a personal level, why do you do this job? Why is it important to you? 

I believe in the purpose of what we are doing, keeping people safe and secure, as well as ensuring we create a positive environment for the team.  

We run a hybrid working environment and people hot desk when in the office. We’ve set up every workstation with ergonomic chairs, height-adjustable desks, and multiple screens to create a healthy working space in which they can be effective. Most importantly I seek to create a psychologically safe environment for the team, where people are supported to take on new challenges. 

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