Customer Operations: A Year of Growth, Innovation and Cyber Resilience
The past year has been incredibly productive and rewarding for OMC’s Customer Operations department!
Throughout the calendar year, the Technical Engineering and Account Management teams tackled approximately 1,250 helpdesk tasks and conducted over 30 onsite visits to maximise the value clients derive from OMC systems and services. Key projects for 2024 include channel design and realignment studies, dredge optimisation and volume determination, investigations into vessel modelling and its aligning to operations, amalgamated vessel swept path analysis in conjunction with shoal spots, and the creation of countless metocean dashboards to enhance situational awareness.
Our customer base and supported systems have grown significantly, now encompassing nearly 60 DUKC® and KeelCheck systems, 8 BerthAlert systems, 35 TransitAnalyst systems, and hundreds of PortWeather pages; the majority of which must be maintained and available to our customers in a 24/7 capacity. Underpinning this growth is our highly secure cloud infrastructure with an architecture focused on scalability and reliability to meet the growing needs of our customers now and into the future. Despite the global nature of many software outages, the team has managed to maintain a service delivery availability above 99.85% for our most critical systems for this calendar year.
We continue to strive for best practice approaches to ensure the cyber integrity and availability of OMC infrastructure and systems for both internal and external stakeholders. This year saw the completion of internal and external audits for our Security Management System, audited against the latest international standards. We also continue to work hard to ensure our systems and work methods meet compliance requirements across all applicable legislation, including the latest amendments to the SOCI Act. In addition, we support supply chain assurance efforts for our customers. The team has also seen the rapid rise and widespread adoption of Artificial Intelligence which presents immense opportunities to enhance software capabilities and human performance, whilst also introducing unique challenges in the implementation of such transformative technologies.
As we reflect on the successes of this year, the Customer Operations Team remain committed to adopting best practices, maintaining system integrity, and delivering exceptional support to our customers worldwide.
