AMEC is an international project management and services organisation that is a major player in construction services, oil, gas, and engineering. The company works with clients ranging from BAA, Transco and chunks of the UK rail network.

The firm has been undertaking a major technology refresh project called Fast Forward, which though incomplete has already racked up a number of successes. Chief among these has been the implementation of a £4.5 million, five-year managed service deal to replace its existing WAN, linking some 80 sites, the completion of a move to outsource two datacentres and moving to Microsoft Exchange 2003. A new intranet and increased bandwidth mean it is now managing more parts of its supply chain over the web.

The company has also deepened its commitment to service management via the ITIL, which has now been implemented not just at its Aberdeen service support centre, but at all of its UK locations. Specific benefits so far include the helpdesk improving the first-level fix rate from 20 per cent to 65 per cent in the first 12 months of using this approach.

Some seven out of 10 calls to the support centre are now being fixed without referring to higher technical functions.

The company worked with IT sector skills group e-Skills UK to develop a fully customised training programme around an internal IT competency qualification. An upgrade to some 4,500 PCs has also been crossed off the corporate to-do list.