Challenge

HID Global provided National ID card manufacturing machines, required to issue passports, to the Irish Passport Office as well as other governments. Due to the impact of even a single machine being out of service, HID Global required a business partner able to take ownership of, and quickly respond to, a high volume of maintenance and repair requests required for the uninterrupted issuing of passports.

Approach

Working with HID Global's USA team, PKS took ownership of the contract and arranged training from the USA, Italy, Germany and the UK, as well as accredited training from Neopost, HID, IXLA and ICS to support HID Global's products and SLA requirements. PKS also liaised directly with the end users in relevant government departments rather than operating solely through HID Global, and were able to quickly source manufacturing for the multiple bespoke parts necessary to repair HID Global's machines.

Results

Working directly with the relevant government departments, PKS was able to resolve all machine issues and achieve a 100% SLA. The high level of support has ensured that there has not been any period greater than 8 working hours where ID cards are not able to be produced, resulting in the renewal of a 3-year support agreement with HID Global.