ESA General Services
Serco is a major service contractor to the European Space Agency (ESA), providing a range of expertise and services to the Agency. We were awarded a contract to provide General Services to ESA after a competitive tendering process whereby we took the individual manpower supply requests and created a multi-activity service contract solution. In doing so we were able to create manpower savings and back-up solutions for the different service groups by sharing resources.
The General Services contract supports the largest ESA site in Europe with approximately 2200 staff and more than 250 visitors a day from all over the world.
Core to this service is the ESTEC Site Helpdesk which was set-up in 2001 and was soon handling over 1000 requests per month. It is the focal point for all questions concerning facilities management and many other associated activities. The Site Helpdesk also handles requests for Video Conferencing.
The full list of activities for which the Serco Service Team is responsible for includes: site Helpdesk operations for all site services, operation of multi-lingual central telephone switchboard, collection, sorting and distribution of mail, provision of reception services, reproduction services, audio-visual support services, and site coordination services.