DHL Express started out as a US firm but is today the logistics arm of German Postal organization Deutsche Post, which completed its acquisition in 2002. DHL is one of leading global logistics providers alongside UPS and FedEx. Deutsche Post began buying shares in 1998.
IT Leader: Steve Robinson, CIO
In role since: Eight years, been CIO for five years
Reporting line: Reports to European CIO as a functional role and reports to the UK CEO Phil Couchman
Board level seat: Yes
IT estate and or number of log on accounts under the control of the IT leader: 50 per cent of staff have an email log in and 80 per cent have a system log in
Level of the workforce that relies on technology to carry out their tasks: 98 per cent of the staff rely on technology to carry out their work
IT staff currently employed: 60 people in the central UK IT department, globally DHL has 2000 IT staff overall which are leveraged by the UK
IT management team and reporting structure: Has a director of program management, a director of service management and infrastructure, director of customer integration (provides systems to own customers so needs someone to manage customer interfacing), manager of same day business, PMO and an IT director for Ireland.
Primary technology platforms at the organisation: Have multiple platforms for different tasks, for example HR use SAP.
Primary technology suppliers: Datacentre provider is HP sources, IBM and Oracle for main applications, Dell and HP for desktops, On the road couriers use Motorola devices
Significant strategic technology deals been struck in the last 12 months: HP for managed print services deal. Also largest deal was a telecoms deal with Telefonica across Europe
Strategic aim of the CIO and IT operations for the next financial year: There are two aspects to the aim, one is the business aspect, which focuses on customer facing systems, ensuring they can offer the customer web services. It also focuses on software that couriers use and investment in customer services, ensuring that they can manage calls in an efficient way.
The second aspect is a more traditional IT focus. Focus on stability of systems and having a zero outage. Aiming for the company to have a shared set of applications and shared GSOP’s so that any courier would operate in the same way.
Want to make sure that Telefonica works in the long term.
Technologies considered by the leader to offer their organisation potential: Use virtualisation. Significantly, haven’t done much with Cloud, as DHL have a strong internal Datacentre and IT Services division.
How do you see technology transforming your organisation in the near future? Technology is already crucially important, as DHL has always been an innovator of technology e.g. hand held scanners. Technology needs to connect with customers in real time, e.g. by doing bookings quicker and offer better service on customer pick-ups and monitoring deliveries better. Also technology will improve the presence between customer and courier by developing near/real time.