ESP Innovations
Innovating to optimise customer successESP is constantly developing to enhance our products and services.
ESP’S PROPRIETARY APPLICATIONS
ESP’s innovations are revolutionising support operations, ensuring prompt response and resolution to IT infrastructure and equipment failures, thereby minimising disruptions to the customer experience. Leveraging a combination of proprietary tools and custom applications developed in-house, ESP utilises advanced technologies such as natural language processing to swiftly detect and route equipment failures to the appropriate response teams. This seamless integration enables remote resolution of issues or dispatch of skilled technicians to address problems on-site, enhancing operational efficiency and passenger satisfaction.
ESP has developed a dynamic resourcing model that optimises resource allocation and skills availability in complex environments. This innovative approach ensures that fluctuating demands, whether daily, monthly, or annually, are effectively managed. By harnessing AI capabilities, ESP anticipates and adapts to changing operational needs, further streamlining processes and enhancing overall performance. With a commitment to excellence and innovation, ESP continues to lead the way in transforming IT support operations through cutting-edge technology and proactive service support solutions.
SIMPLE INCIDENT RESOLUTION
ESP Scan2Fix mobile incident reporting
ESP’s Scan2Fix mobile app, available on iOS and Android, makes it easy to report IT faults on the move, enabling fast, accurate fault reporting through a simple barcode scan. Designed for organisations with a mature asset lifecycle management process, Scan2Fix allows staff to scan any tagged asset, identify the issue, and see details of the equipment. The app automatically sends its location to the nearest available technician. Faults can be tracked and updated in real time, giving your teams greater visibility and control over every IT asset in your business environment.
For many of our airport customers, the appeal is clear: putting Scan2Fix in the hands of more staff across operations with means more eyes on the ground, faster issue detection, quicker ticket resolution and fewer delays. It’s a powerful way to drive uptime, and a more seamless passenger experience.
ESP Click2Fix desktop IT support
ESP’s Click2Fix is an easy-to-use desktop application enabling the user to quickly report faults and track previously reported faults. Simply select the faulty equipment from a list, select what the fault is from a list. A technician will be automatically dispatched to resolve the issue.
Improved passenger experience
Experience shows that airport staff spend an average of 3–5 minutes on the telephone each time they need to report an IT issue. This results in valuable time taken away from their primary duties and delays their ability to offer alternative solutions to passengers’ needs.
ESP’s Click2Fix desktop app and Scan2Fix mobile app streamline this process by enabling one-click or barcode-based fault reporting. Staff can instantly report equipment issues — from kiosks and bag drops to gate scanners — with automatic location data sent to the nearest available technician. This reduces downtime, improves response times, and helps keep key passenger services running smoothly. With less time spent logging issues and more time focused on passengers, these tools play a vital role in delivering a faster, more seamless airport experience.
In the fast-paced environment of an airport, this provides tangible productivity benefits for the airport staff, as well as an improved experience for passengers, by reducing impact to their journey through the airport.
ESP ADA
Visualisation of data
We gather a huge amount of data from our service activities that we need to present to our customers in an effective way.
ESP ADA (Advanced Data Analytics) is a powerful platform for understanding and visualising incident activity within a location that’s recorded by ServiceNow, supporting self-service analysis.
From reviewing basic trends through to multi-dimensional, multi-modal analysis, ESP ADA can provide you with access to greater insights from the rich data that ServiceNow makes available.
Solution
ESP ADA is integrated into the ServiceNow platform, providing near real-time interactive visualisation of your incident activity, to support the identification of trends, potential problems or more general continual improvement opportunities. ESP ADA provides a greater level of understanding of the activity across your location.
ESP TEMPO
Management of our global workforce
Our direct workforce is made up globally from direct employees, contractors and contingent workers. Each person needs to be assigned to a work roster, their progress be tracked and their remuneration (shift allowance, time sheets, etc.) be processed.
Solution
ESP tempo is a self-developed, bespoke workforce management solution that supports all aspects of our business: scheduling (automated and auto-populating rosters, regional variations), time clocking (shift start and stop through convenient interfaces, exception alerting, geofencing), time sheeting (customer reports, payroll integration, auto-approvals), absence management (holiday, sickness, shift swaps).
WE INNOVATE FOR OUR CUSTOMERS AND PARTNERS
ESP has a programme of continuous investment in product enhancements and improved process flows to accommodate the ever increasing complexities of delivering effective services globally.
- Enhancing the uniformity of our products, ensuring they are repeatable, transferable and consistent.
- Increasing the service value chain through product innovations that provide additional features and improved service for our customers.
- Self-help data visualisation tools to present data in the way in which our customers want to see it, giving them multi-dimensional information about how their assets are performing.
- Intelligence driven frontends to accommodate highly dispersed people, such as language, time zone, public holidays, working week and working hour restrictions.
- IT Help Desk located in key regional locations operating identical systems with a common core, providing natural language contact in multiple languages.
- Natural language processing to handle routine and repeatable contact with service desk and AI routing of service calls to the most appropriate technicians.
- Automation of common requests using robotic process automation to swiftly resolve the most common issues, augmented by a local language self-help system.
- Automatic routing of self-help service calls to the closest technician without additional intervention.
ESP Dynamic Innovation Models
Dynamic Resourcing
ESP Dynamic Resourcing Models offer airports an innovative, cost-effective alternative to traditional fixed IT support frameworks. Drawing on more than 32 years of aviation expertise and powered by insights from ESP ADA (Advanced Data Analytics), this approach moves beyond static SLAs to deliver flexible, availability-based pricing that aligns with real operational demand. By harnessing deep data intelligence, ESP dynamically adjusts support levels to match recognised peaks and troughs in airport activity — reducing cost, increasing efficiency, and ensuring the right resource at the right time. Whether you’re scaling operations or navigating change, ESP’s Dynamic product range delivers tailored, future-ready IT support designed to meet the evolving needs of modern airports.
ESP Partner Portal
Partner Pro
ESP Partner Pro is a centralised service management platform designed to streamline how ESP’s suppliers and technician partners engage with our global support network. Available 24/7, it provides real-time access to work orders, onboarding tools, reporting, and communication — all in one place. The mobile version, Partner Go, empowers field engineers with on-the-go functionality, including ETA updates, time tracking, customer sign-off, and photo documentation. Together, Partner Pro and Partner Go simplify operations, improve accuracy, and ensure efficient service delivery from dispatch to resolution.
Talk to us today to discuss your IT requirements.
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