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Reaching new heights in frontline workforce operations.

Supplying best-in-class Workforce Optimisation to more than 1,000 frontline customer service staff at Dubai International Airport; enhanced connection and automation through the nimbus mobile app.​

Challenge

  • Facilitate digital services and technology adoption for over 1,000 frontline operations staff.
  • Optimised and automated rostering processes, while ensuring a skilled and knowledgeable workforce.
  • Support staff engagement and communication via mobile workforce interactions.

Solution

  • A cloud-first solution, delivering an integrated mobile app to ensure real-time interactions between management and staff.
  • Ability to manage on-the-day forecast vs requirements across all service lines for each terminal.
  • Integrated Group Clocking feature to provide insights into operations and a snapshot of shift performance.

Results

  • Tomorrow’s mobile workforce solution, today – easy-to-use for all staff to interact with their working environment.
  • Staff timesheets, attendance data, and performance insights now all instantly connected
  • Project delivered both remotely and on-site, showcasing the flexibility in configuration as well as enabling Serco to adapt on-the-go.
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