An Axpo Informatik AG NewsletterIssue 01/13

spot-on

While the mobilisation of processes offers enormous potential

for the energy industry, more and more employees are using

mobile devices in order to work while they are on the move.

This in turn poses challenges with regard to the security and

cost-benefit ratio of the solutions provided.

Opportunities for the energy industry

Mobile access to the Internet in congested areas is continuously

improving and becoming more efficient. And in addition, the

devices are becoming faster and less expensive.

The basic working tools of many employees today include tablet

PCs and smartphones, which are used according to the “bring

your own device” principle, particularly for administrative tasks. In

addition, we are also currently experiencing the entry of “digital

natives” to the working world – young people who have grown up

with the Internet and mobile devices from the cradle. This genera-

Continued on Page 3

Mobility – Opportunities and Challenges

tion has a different way of working. Specifically, this means that as

a company, we have to ask ourselves basic questions about

mobility.

Mobility solutions can be used all along the entire value added

chain of the energy industry. The main focus is on the company’s

core processes. The mobilisation of processes can create major

benefits, but these must be well thought-through. Because although

it sounds easy to mobilise an existing solution, this step actually

involves considerable effort.

Axpo Informatik has successfully developed, amongst other

solutions, a Smart Metering app for CKW (Spot-on 02/12) and a

mobile CRM solution for EKZ. However, major potential also exists

in the areas of warehousing and logistics, plant maintenance,

mobile construction site management and mobile access to

reports and management cockpits.

Dear Readers,

After a break of six months, we have once again compiled, for your

consideration, the latest news and ideas from the world of IT. This

issue of Spot-on is thus somewhat lengthier.

We are seeing the increase in mobility not just in our company but

also in our private lives. Chargers, additional batteries and sets of

cables displace the traditional contents of our suitcases when we

want to go on holiday with the family. This presents specific chal-

lenges for the IT departments in companies. New solutions offer a

high level of potential for business, but they also encompass a

number of perils. In the areas of security, data management, per-

formance and reliability in particular, new requirements have arisen

and need to be met reliably. The articles by Andreas Kölliker and

Michael Fellmann highlight some of these aspects. A further inno-

vation for working on the move is the service “Business Tablet

Sync”, which turns your iPad into a mobile office.

1 Front page story

6 Unified Communica-tions solution “Lync“

11

12

13

14

15Linthal 2015 – project controlling

7

9

Secure and unlimited data exchange

Business tablet sync – the mobile office

Customer Care Center

Activities for customer satisfaction survey

IT tip

App tip: Secure Pass-word Manager

5 Price reductions in the storage and data centre area

4 Mobile applications

Axpo spot-on

02 | 03

As of January 1, 2013, Axpo Informatik has once again reduced its

prices. Thanks to new technologies and increased efficiency, ser-

vices in the storage and data centre can now be offered for around

1 million Swiss Francs less, which is a considerable drop in charges.

This means that we have reduced our prices by more than 7 million

Swiss Francs over the last three years.

“Unified Communications“ by Microsoft enables new functions,

such as “Presence“ and “Chat“, the exchange of documents, as

well as phone calls and videos at the workplace in the future. You

can read about the current status of development in René Käppe-

li’s article.

Calls to Axpo Informatik’s Customer Care Center from people who

have forgotten their passwords always increase after the holiday

period. As our customers are becoming more experienced in deal-

ing with technology, we have introduced a “Password Self-Service

Management” system. You can use this at any time to reset your

Windows password and thus be more flexible, without any external

support.

You can read about this and other innovations in this issue of

Spot-on. On behalf of the whole of Axpo Informatik, I wish you

an enjoyable read.

Password self-service management

10

Robert Gebel, CEO Axpo Informatik AG

In this issue

Continued from Page 1

The dilemma of availability

In the mobile working environment, you are always connected

with up-to-date knowledge platforms, can visualise certain prob-

lems more rapidly, communicate more efficiently with other

professionals and thus take decisions more quickly. More and

more people are using the idle time spent travelling for work or

for personal training. Fresh impetus and new impressions give

employees on the move new ideas, which can be recorded imme-

diately. This is faced by the dilemma of society’s increasing infor-

mation overload, being available everywhere and at all times.

Modern communication, information and cooperation tools can

mean an increase in work efficiency and innovative drive, but only

if they are used properly and considerately.

Security awareness as a challenge

The information security which needs to ensure the best possible

protection of company data from theft, loss and destruction must

withstand the private devices accessing it. The goal of IT security

experts is to ensure that company data is always protected, even

though it is accessible at all times for employees on the move.

Axpo Informatik can provide that technological security. What

cannot be solved by technology must be ensured by the employ-

ee through his/her behaviour. As has been proved, employees in

the mobile work environment do not have the same high level of

security consciousness as when they are in the office. Possibly

because we automatically feel more secure at home or because

we see ourselves more as a private person when we are on the

move. As an employee, we should therefore always make our-

selves aware of “who“ we are at that moment – the father of the

family at home booking the holidays on the Internet, or the team

leader working through her business e-mails on the train. With

this new method of working, the boundary between work and

private life can become blurred. Companies should not close

themselves off to the new methods of working, but use the

opportunities resulting from these methods to their advantage.

The basic parameters involved must be carefully scoped and

instructions adapted. Data security awareness, as well as the

correct “etiquette” in this area, should be regularly raised.

From a technological point of view, Axpo Informatik laid the

foundations years ago for mobile, secure working with the Service

Citrix Access Gateway (CAG). This expertise in the mobilisation of

energy industry processes is being further developed. Today, our

range of services includes various solutions for the mobile require-

ments of our customers and their employees – everything is

possible, from the standardised product to a tailor-made applica-

tion. At the beginning, however, the actual business case should

always be analysed – where exactly does the main mobile poten-

tial of a customer lie, what do we want to achieve with the mobile

solution, where do we want to take which risks into account and

where exactly can mobility in the company be most usefully

applied? The Axpo Informatik IT consultants also offer this

consulting service for business case and risk analysis.

Andreas Kölliker

Senior Consultant

“Unlimited mobility – yes, of course!”

Tips for secure working on the move:

− I recommend that you do not save any business data on private

devices (notebooks, tablets, smartphones and USB sticks). Business

data belongs in the computing centre. Access is on-line.

− When you save and process mails and data off-line, you should only

use devices that comply with the security guidelines (policies) of the

company (see also article ”Business Tablet Sync” on Page 9).

− “Social Engineering” is another topic. When I’m on the move,

I don’t make any remarks which I don’t want to read on the title

page of a newspaper the next morning. The same applies when

using social media.

Axpo spot-on

04 | 05

The interest in mobile applications has completely changed

with the iPhone, iPad and Co. In addition, completely new

possibilities have opened up with the availability of powerful

mobile phone networks.

Today, in addition to e-mail, calendar, contact data, the railway

timetable, etc. on a smartphone or table PC, users also expect

apps (short for applications), which can access an SAP or other

corporate system easily and intuitively and enable secure working

while on the move. The working methods of your employees will

change decisively over the next few years. Information exchange

and interaction with the corporate systems while on the move will

become increasingly important. The latest version of information

needs to be electronically available at all times and everywhere,

and it must be retrievable and workable. It’s time to equip our-

selves for these changes and to prepare ourselves technically.

As far as the use of mobile applications is concerned, companies

focus on the following issues – best possible and extensive process

support, elimination of duplications, security and the avoidance of

media disruptions. Mobilisation also offers the opportunity of

configuring optimum, more efficient processes. Employees will

receive mobile system support oriented to their activities and

requirements. Paper printouts and paper pads will no longer be

required. The greatest application potential in organisation units

is with the sales force, service technicians, maintenance employees,

persons who are on the move a lot as part of their job, as well as

employees with a low portion of PC work. From our point of view

at Axpo Informatik, we see the integration of CRM, plant mainte-

Suitable Environment for Your Mobile EmployeesClever applications from Axpo Informatik

nance, inventory management, data warehouse and personnel

information systems as particularly suitable areas of application.

Mobilising the energy industry – but using your head!

In order to meet the various requirements in the area of mobile

applications in the future, Axpo Informatik will be utilising a “Mobile

Enterprise Application Platform”, known as MEAP. The “SAP Sybase

Unwired Platform” (SUP) is to be used with this. The SUP is a devel-

opment environment for mobile corporate applications based on

tried and tested industry leading technologies. In addition to the

option of custom development, SUP also offers numerous standard

applications which can be configured according to customers’

requirements. The technology used enables apps to be created in a

simple manner or SAP standard apps to be used, for a mobile plant

maintenance solution or for mobile time recording, to name just two

examples. Axpo Informatik thus guarantees you, as the customer,

not only flexibility and innovation in the mobilisation of business

processes, but also a high degree of investment protection.

The most important advantages of the SAP Sybase Unwired

Platform are:

• Fully integrated SAP platform

• All end devices, back-end systems and networks are supported

• Various SAP standard applications available, fast-growing range

of applications

• Native pps and HTML5 (Web apps) are supported

• Tailor-made custom developments possible by simple means

Axpo Informatik has already successfully implemented various

mobile applications with its customers. The highlights of the devel-

opment for the energy sector include a mobile CRM environment

and a plant maintenance solution. We will be happy to support you

as a competent partner in mobilising your business processes – from

consulting through implementation and subsequent operation.

Michael Fellmann

Team Leader SAP Development BPM & EAI Solutions

After Axpo Informatik AG reduced its service prices by

6.3 million CHF in the last business year, a significant

reduction in price has also been applied for the busi-

ness year 12/13.

The prices for file storages and data centre services were

reduced for all customers as of January 1, 2013 by a total of

1 million CHF. “Our new storage architecture in one of the

most modern and secure computing centres in Switzerland.

The distinct increase in efficiency in the operation of our

storage solutions have made possible these savings, which

we are happy to pass on to our customers in the spirit of

cooperation”, says Martin Graf, Head of Service Manage-

ment at Axpo Informatik. The price reduction applies for all

available storage services and virtual servers.

Change in ServiceAxpo Informatik reduces prices in the storage and data centre area by 1 million CHF

Service number

Description Short description Price per month in CHF Price reduction in %

heute neu

S2505 Managed Storage Mid-Range

NAS – File Storage 9.– 8.– 11%

S2507 Managed Storage Low-End

NAS – File Storage 6.– 4.50 25%

S2510 Managed Storage Entry

NAS – File Storage 5.– 3.– 40%

S2511 Unmanaged Storage High-End

SAN – DB + Applications

2.50 2.– 20%

S2512 Unmanaged Storage Mid-Range

SAN – DB + Applications

1.25 1.– 20%

S2582 Archive Storage Audit-Proof Storage

8.– 5.– 38%

-/- Virtual Server Operation

Operation virtual servers in SLA application

450.– 400.– 11%

-/- Virtual Server Infrastructure

Hardware + licences virtual servers in SLA application

40.– 30.– 25%

Service number

Description Short description Price per month in CHF

S2515 DAS Direct Attached Storage

0.50

The following new service was included in the product range from January 1, 2013:

Martin Graf

Head of Service Management

The Unified Communications solution “Lync” by Microsoft

combines Instant Messaging (Chat), presence information,

telephony, audio/video conferences and voicemail on one

platform. The technological basis, consisting of Exchange

2010 and Lync 2013, can be integrated perfectly into your

existing IT environment. Microsoft Lync turns modern collabo-

ration into a completely new experience and is attractive for

any company.

The “Lync Unified Communications Platform” by Microsoft has

been available for Axpo Informatik customers since October 1,

2012. The platform currently consists of three service packages

and is continuously being developed. Lync Basic and Lync

Advanced are currently available.

Share instant messages, presence, chat and screen

views with Lync Basic

The Lync Basic service provides users with real-time

presence information about their contacts and extended instant

messaging functions with an efficient and effective means of

communication. You can use the presence function to signal your

availability to your company. You yourself can find out quickly and

efficiently how you can reach your colleagues.

Video and audio conference

With Lync Advanced

Using the Lync Advanced Service, employees can create simple ad

hoc meetings for cooperation purposes and on-line conferences

with internal and external users, chair the meetings and take part

in them. A standardised interface and various additional options

simplify effective and intensive cooperation – even when time and

distance prevent personal discussion. Using Lync Advanced, you

can set up a video and audio meeting with your customers with

just a few mouse clicks.

René Käppeli

Team Leader AD & Messaging

Unified Communications «Ready for Service»

Axpo spot-on

06 | 07

Service overview

Lync Basic (Instant Messaging, Presence and Desktop Sharing)

Available locally and through Citrix

For Desktop PCs, Notebooks and ThinClients

Lync Advanced (Lync Basic + Video Conference)

Available locally

For Desktop PCs and Notebooks

Offer without hardware accessories such as headset and camera

Info Box

Did you know …?

Using the Lync App 2010 on your smartphone, you can communicate easily and efficiently with your business partners while you are on the move.

Presence information of your business partners in real time, at a glance.

Decide from a view how you want to communicate most

effectively.So

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The Services Lync Basic (S5211) and Lync Advanced (S5212) can be ordered from the IT4me webshop.

FTP (File Transfer Protocol) is a popular

data transmission protocol used within

Axpo and by its partners. Each month,

hundreds of users and applications log

on well over a million times, almost

imperceptibly, and exchange data with

each other. SAP transactions, scanner,

power production, meteorological,

measurement and meter data, drilling

plans or the data exchange of project

organisations with various external

suppliers as in the Linthal Project 2015

– the new Axpo FTPS services are

already an indispensable, if not sys-

tem-inherent data hub of the Group

today.

Launched due to audit issues with IT

security and availability requirements, as

well as the requirement for new functions,

like those offered by on-line services such as Dropbox and Rapid-

share, the CargoServer was developed together with the company

ncode GmbH in Zurich and rolled out successfully. The new Axpo

Cargo FTPS platform thus provides far more than just mere FTP

and offers a powerful but easy to use scope of functions for the

flexible and secure transmission of business information in a

number of ways.

For compatibility reasons, the FTP protocol rated as insecure is

still enabled. The switch to secure alternatives is now finally

possible and its use is strongly recommended. The established

access protocols today are SFTP, FTPS and HTTPS (with emphasis

on “S” for Secure). Secure, because in contrast to HTTP or FTP,

the logon data and data flow are transmitted in encrypted form

and access on request – in addition to user name and password

– is strictly authenticated, with an additional 2-factor authentica-

tion such as an SMS token, a certificate or a smartphone app such

as “OATH Token for iPhone”. User’s data can then be reached via

the web file manager and is protected and monitored in Axpo’s

own computing centres using state-of-the-art equipment. All new

FTPS services have the identical range of functions and are cur-

rently available with a storage limitation of 1 GB, 10 GB or 30 GB.

In addition, more favourably-priced 500 MB FTPS accounts with-

out web file manager are offered for automated users such as

The New Axpo File Exchange Service “Cargo FTPS”

electric meters. Apart from the greatly improved interception

and access protection, availability and cost efficiency has been

ensured. A total of 11 physical HP servers have been replaced by

six virtual servers, which synchronise continuously via two com-

puting centres and in the event of a failure can provide functional-

ity and data within seconds. Thanks to the high availability, oper-

ating expenses are also reduced, as maintenance work is possible

without downtimes.

Other new and interesting functions are “Shares”, “Confidential

Messages” and “CargoLink”. Highly confidential messages, large

files or even entire folders, which can usually not be transmitted

easily or securely via the network, can be provided to other

communication partners as a OneClick Link.

Continued on Page 8

Axpo Cargo-FTPS Services in the IT4me WebShop:

S1024.00 FTPS Standard Account 500 MB

S1025.00 FTPS Advanced Account 1 GB

S1027.00 FTPS Advanced Account Medium 10 GB

S1028.00 FTPS Advanced Account Large 30 GB

S1026.00 FTPS Delegated Admin ** 5 GB

** Unlimited number of users

Axpo spot-on

08 | 09

The recipient receives a CargoLink via e-mail and a separate SMS

access PIN, with which files or confidential messages can be called

up easily by any end device using a browser. The recipient does

not need his/her own FTPS account. The supply of data or mes-

sages is notified, logged and can be restricted either with regard

to time or quantity.

Using the new function “Shares”, an adapted folder structure is

provided to closed user groups such as project teams. Any num-

ber of folders can be assigned according to a straightforward

“need to know” principle to other users within the group and

provided with a write authorisation. This opens up numerous

application options for a fine-grained presentation of data which

has not been previously possible in this form.

With the latest service “Delegated Admin”, Cargo FTPS accounts,

shares and authorisations can also be created and managed by

end users independently, with just a few mouse clicks in the

browser. This can be used to react dynamically to adjustments in

a complex project organisation with external partner companies,

suppliers or comparable communication groups. The innovation

pipeline is long and further useful functions are to be expected

in the near future. Cargo FTPS is available via IT4me.

Web Interface of the Axpo Cargo FTPS Service

Mario Robic

System Engineer Data Centre/Platform Services

Cargo Dashboard

Login area of the Axpo Cargo FTPS Service

When you use the innovative service “Business

Tablet Sync” your iPad becomes a mobile office.

Benefit from secure access to e-mail and company

hard drives.

Bring your own iPad

With the new service “S2030 Business Tablet Sync”,

all employees with an Axpo standard account will be

able to securely access business documents (hard

drives) while on the move using their (private or

company) iPad. After the one-time registration proce-

dure for your iPad, e-mail synchronisation functions

automatically and without any complicated settings

required. The device is protected from unauthorised

access by the service with Apple password encryp-

tion.

This option is interesting not just for executive staff,

who travel a lot on business, but also creates value for

employees in field service, as well as those who are away on a job,

or those in power plants and maintenance centres who do not

practice an “office job“ in the traditional sense. The days when

the workers stood in a queue at the fixed PC station in the plants

at 4 p.m. on a Friday afternoon to electronically record their

working time are over.

Highlights:

• Direct access to Axpo network drives (home and company

hard drives), Intranet and SharePoint sites

• Automatic mail and VPN configuration

• Separation between business and private data

• More security with business-critical data thanks to encrypted

communication

• Increased security as a result of device protection measures

The Business Tablet Sync Service (S2030) is available in the IT4me

webshop.

What do I need to be able to use the service?

You need an Apple ID for the installation. If you no longer require

the service, you must deinstall the application (mandatory: terms

of use). You also need the service GPRS Active Sync (S5056) and of

course the Axpo standard account (S5032), so that your iPad can

become a mobile office.

After the order has been approved by your manager, you will

receive a link from which you can carry out the registration and

installation yourself. You can find links to the user instructions in

the IT4me Webshop under “Particular”.

Innovation for our customer’s IT operation

The service offers the basis for simple installation and access to

further business applications which IT management can provide to

our customers. The high security standards are particularly worthy

of mention – if the service is locked, for example, due to loss of a

tablet PC, mail synchronisation can no longer be carried out and

all mails are automatically deleted from the device. The iPad is

encrypted in the Apple world thanks to the password protection

function. Device and data cannot be hacked without the pass-

word. And the mobile revolution continues – our specialists are

currently developing more convenient smartphone synchronisa-

tion with more control functions than the

conventional “GPRS Active Sync”.

Thomas Mülhaupt

System Engineer Database Solutions

Business Tablet Sync – The Mobile Office

Axpo spot-on

10 | 11

You’re sitting in front of your PC on the first day after your

relaxing sporting holiday. Your deeply relaxed mood can be

felt throughout the office: “What was that darned password

I need to log on to my computer?! Well, great – three at-

tempts, my account’s locked and my first task is to call the

Customer Care Center – what a great start …“

Acute password amnesia occurs very frequently, due to the

amount of codes that we need to remember in all of our various

situations nowadays. At this moment, 90% of users wish they were

back at the snow bar or the dream beach, and understandably so.

Axpo Informatik can now provide help – from now on, you will be

able to manage your Windows password for your Axpo account.

Reset your password or reactivate your account – at any time

and from anywhere – with password self-service manage-

ment. Register once using your existing company user name

and Windows password at https://password.axpo.com. To

complete registration successfully, you will then need to

choose and answer for yourself three security questions. You

can choose the third security question individually and this

question, like the other two preceding ones, should be a

question that only you personally can answer.

After successful registration, you can call up the start page

for password self-service management after your work device

has started – click on the link, answer your three security

questions and then calmly choose your new password which

you will use for the next 90 days – or until your next holiday.

And by the way: If you have had enough of mnemonic rhymes

and tangles of characters in general, we recommend the

encrypted free app “MiniKee Pass” for secure password

management. Read more about this on Page 15.

Thomas Mühlhaupt

System Engineer Database Solutions

Password Self-Service Management Manage your Axpo account

Desktop/Notebook ThinClient

Over the last two years, Axpo Informatik has been able to

develop a generic, web-based IT solution to support project

controlling in the large-scale Linthal 2015 project. The innova-

tion project was designed and implemented in close, out-

standing cooperation with the specialist division Axpo Power

AG | Hydroenergie. The applications created support, in par-

ticular, the processes in project controlling as well as in the

ordering process. The project managers involved in Linthal

2015 can thus focus on their core tasks.

This comprehensive solution supports up-to-date, precise con-

trolling, which is tailored to meet the respective needs:

Final cost forecast (KEP) Ref. 1

The residual costs of the objects are determined on a periodic

basis by the customer’s project managers. All changes will be

documented (values, characteristics, documents) and managed.

The KEP meets the requirements of project cost controlling and

ensures the basics for subsequent project acceptance (from the

point of view of finances). The operative structures follow an object

view, while the project costs with respect to asset accounting are

structured, amongst other things, according to their specifica-

tions. The project structure depicted includes over 1000 items.

Preliminary inquiry for project change/project change request

(PÄV/ PÄA) Ref. 1

The procedure and the processes for initialisation, approval and

implementation of project changes are defined in the process

“M3 Change Management”. In terms of typical “project change

management” this solution reflects the entire life cycle.

Reporting of other increases or decreases in costs Ref. 1

In terms of complete and transparent project controlling, very

vague or uncertain items can also be recorded.

Forecast for greater or lesser extent Ref. 4.1

At the construction site, the costs originally planned are checked

periodically by the project manager and compared with the values

of the current state of knowledge. The forecasts are recorded by

the customer in the Messerli application. Using an interface,

between 10,000 and 20,000 forecast entries are transferred to the

KEP and checked in this manner.

Activity recording (Lerf) Ref. 4, 5, 6

On a monthly basis, the degrees (construction performance

according to standard item catalogue) are entered in the Messerli

application, which at the same time correspond to the invoice of

the respective company. The performance feedback is transferred

to the SAP system via an audit-proof interface. The preparation of

workflows for technical and financial approval enables the very

large volume of data to be handled and the invoices to be paid on

time. The processing time is 6 working days.

Ordering process Ref. 4, 5, 6

All services for the Linthal 2015 project are handled in the SAP

system using purchase requisitions and purchase orders. The

process is supported by various types of contract, workflows and

a project-specific finance expertise matrix.

Contract controlling Ref. 3

Controlling of the very large number of contracts, additional

requirements and additional offers is carried out using the format-

ted reporting function (SAP Crystal).

Reporting Ref. 2

A comprehensive reporting landscape has

been implemented in SAP BW for the entire

monitoring and management of the large-

scale project.

Project Controlling For Large-Scale Projects

Simon Roth

Senior Project Leader

The Architecture of the Project Controlling Solution Linthal 2015

Bex Analyzer 7.xAdobe

BO/Crystal

SAP BI 7.01BSP

DrawMgt

Sharepoint2010

Interfaceforecast/ACT

Outlook, SAP Portal,Fin. Matrix

MMS/PS/AA/AP/IM

Projekt porting

it.pms

Cockpit

KEP PÄVPAA

Forecast for degree

OtherMeK/MiK

SAP ERP Messerli

Workflow

Documents

Risk Mgt.

“Call our hotline in case of an IT incident.” You as

our customer must have heard this message many

times in the past. Except that Axpo Informatik

does not operate a hotline for customers in the

traditional sense. A hotline or a call centre is de-

ployed exclusively to accept calls and generate

tickets from them. These are then forwarded for

processing to the specialist departments. A typical

hotline employee does not usually offer technical

support.

At Axpo Informatik, our CSD (Customer Service Desk)

has provided you with service up to now. In contrast to a call

centre, we attempt to achieve as high a “first resolution rate” as

possible. This means that your problem is accepted by qualified

employees at Axpo Informatik and for the most part, solved

within a few minutes on the phone via screen access.

Axpo Informatik would like to continue development on this

service, which is valued very highly by customers, and is changing

the CSD to the “Customer Care Center”. However, it’s not just

the name of your first point of contact for IT incidents which is

changing. The department “IT Operation” has been restructured

and will help to reinforce the Customer Care Center in the long-

term. It is our goal to continuously improve, in order to serve you

more efficiently and professionally.

In IT, the support functions are typically represented at 3 levels

– the 1st Level Support with the “Customer Care Center” and the

two Support Levels 2 and 3 for downstream, more in-depth

processing. In order for us to provide you with efficient service,

the predominant amount of incoming queries must be solved as

quickly as possible by 1st Level Support.

Axpo spot-on

12 | 13

If IT incidents with a higher level of complexity are identified on

the phone, qualified forwarding to the downstream specialist

must be ensured. In order for us to be able to process up to 200

queries a day promptly, we have increased our Customer Care

Center staff and are working in parallel on continuous improve-

ments in quality. A distinction is still made between IT incidents

with existing IT systems, called “Incidents” and queries for addi-

tional IT services, called “Requests”.

Up to now, there has only been one team for these issues. We

now have two dedicated groups of specialists who will accept the

various customer concerns. All your queries will be handled by this

centralised Customer Care Center. The Axpo Informatik employ-

ees will still visit you on site if necessary. For efficiency purposes,

however, it is our primary goal to provide you with competent,

fast and friendly help at your screen and on the phone from one

central point.

With this in mind, I wish you (and us) as few “Incidents” as possi-

ble. However, if your IT doesn’t work as it should – “Our Customer

Care Center will be happy to take your call!”

Angelo Ramella

Department Manager IT-Operation

Customer Care Center – More Than Just A Hotline

1st Level SupportQua

ntit

y

Co

mp

lexi

tyCustomerCare Center

2nd Level Support

IT Operation

3rd Level Support

IT Engineering Teams and Suppliers

In May 2013, the next customer satisfaction survey

is on the agenda. Despite the outstanding result

of overall satisfaction of 7.06 in the 2012 survey,

various actions have been taken within the compa-

ny and some have already been implemented. Here

we have compiled the top 5 from this catalogue of

measures for you. The aim is to maintain this

sound result and to continue to improve Axpo

Informatik’s services.

Customer Satisfaction Survey 2012Measures

Focus Actions taken Implementation status

Customer Care Center and on-site support

The focus is on the continuous training of our employees in the Customer Care Center. The role of a supervisor was introduced as of January 1, 2013. An external audit will contribute to evaluate further improvement issues. The quality of the ticket entered should thus continue to increase.

On-going

Standard software Customers should not be disturbed by software updates during working times. With the new software distribution system, distribution now runs in the background.

Implemented as of January 31, 2013

Standard SAP software

The SAP support model will be tested at 1st and 2nd Levels. The SAP support offer-ing as well as training courses for advanced SAP users are to be extended.

Implementation as of April 1, 2013

Order handling With the implementation of a new solution for order handling (Cherwell) all postponements will take place via the Order Manager. We will ensure that the reason for the postponement will be reported to the customer by the responsible clerk in all cases.

Implementation as of April 1, 2013

User-friendliness in the IT4me webshop will be continuously improved. In future the total amount in CHF of the approved services will be visible for the approver. The total order sum will be calculated once on a monthly basis.

Implementation as of April 1, 2013

Communication An IT customer portal with access for all Axpo Informatik customers will be connected in May 2013. A comprehensive platform with all information required for your daily work at Axpo Informatik will be set up. Special access for the CIOs and the customer’s IT operation is also planned.

Connection in May 2013

Open responses, suggestions and requests from users have been presented to the respective CIO. Often, the requests do not concern Axpo Informatik as a provider, but call for fundamental decisions by the respective customer management. We feel it is important that the CIOs learn about their staff’s requirements.

Implemented as of January 20, 2013

We will continue to keep you informed of the progress on the

implemented measures.

Axpo spot-on

14 | 15

IT Tip

Did you know that ...

… You can send a text message or a fax via Outlook

quick ’n easy ?

Sending a text:

• Create a new mail in Outlook.

• In the “To…” field enter the addressee’s number with the

supplement “@sms.axpo.com”.

Example: 0791112233@sms.axpo.com

• In the field “Subject:“ enter your text message.

• In the menu bar, select the tab “Extras” (for Office 2010: “For-

mat text“) and the option “Aa only text”.

• For a text message, delete any signatures in the writing area

below and send your message in the same way as you would

send an e-mail.

Sending a fax:

• Create a new mail in Outlook.

• In the “To…” field enter the addressee’s number with the

supplement “@fax.axpo.com”.

Example:0562003367@fax.axpo.com

• In the white area below, type your message and your signature.

If you want to enter a subject, enter this in the writing area as

well.

• Send your fax by pressing “Send“.

Had enough of mnemonic rhymes and tangles of characters?

You can have all your passwords under control using the free

encrypted MiniKee Pass app.

As we all know, a password should meet certain security stand-

ards. It should contain upper-case and lower-case characters,

numbers and special characters. Exemplary users have a

different password for each account they open, which is

secure as possible and which they change every three

months. The password hackers are becoming more and

more daring and are hot on our heels. How can we

possibly remember all these vast quantities of pass-

words – without daily memory training, risky reminders

on post-its or insecure Excel lists?

App TipMiniKee Pass – Secure Password Manager

The solution is called MiniKee Pass and it’s free.

Using this modern, encrypted app, you can coordinate and store

all your passwords securely, but particularly in a clear and compre-

hensible manner. You can call up the data at any time, and it is

stored electronically on your smartphone with additional pass-

word encryption.

The major advantage of this app:

In order to maintain a clear overview, as well as to simplify the

division between private and business life, the passwords can be

classified into various groups. Whether it’s your webshop access

or private e-mail account, on-line banking or a credit card billing

– MiniKee Pass even allows links to be stored and is used and

recommended frequently by our IT specialists.

Requirements: compatible with iPhone, iPod touch and iPad.

Requires iOS 4.3 or higher. Android fans can use this alternative:

KeePassDroid

Axpo Informatik AGSpot-on Editorial OfficeBruggerstrasse 68 | CH-5401 BadenT +41 56 200 33 66 | F +41 56 200 33 67spot-on@axpo.com | www.axpo.com/informatik Photo credits: Axpo Informatik, bildraus.ch, iStockphoto.com