Global airline British Airways aims to further reduce its digital printing, scanning and mailing costs by using Xerox Corporation  to manage its mailroom and reprographics operations.
As part of the five-year Enterprise Print Services  contract, Xerox U.K. will simplify the airline’s mail-handling operation by managing the delivery of thousands of pieces of internal and external mail and speeding up the production of critical in-flight printed materials. The managed print services  strategy is part of a wider British Airways document management plan to improve process efficiency.
“British Airways has a culture of consistently improving customer service, and we expect our providers to support us in keeping this level of commitment,” said Mark McCarthy, procurement executive at British Airways. “Xerox is more than a supplier – they have been a trusted partner for 16 years. With Xerox focused on printing and streamlining our document processes, we can use our energy and time to focus on bringing British Airways customers the best service in the sky.”
To accommodate the more than one million items processed through British Airways’ mail-handling operation at London Heathrow and London Gatwick airports, Xerox has partnered with MITIE Business Services to create a mail and distribution services hub in Uxbridge – about six miles from Heathrow Airport. To maintain British Airways’ high security standards, specially trained staff at the dedicated facility will carry out full security screening of all inbound mail items and associated courier deliveries.
“Having committed to a long-term project of cutting overheads and improving processes across the business, British Airways needed to find a partner that could tackle complex back-office functions,” said Dan Smith, Head of Integrated Marketing for the Middle East and Africa region of Xerox’s Developing Markets Operations. “With our expertise in document management , we have simplified and improved British Airways’ mail-handling operation. The next phase of the project will migrate the airline’s mail processing to a digital platform that feeds directly into its internal workflow, introducing further efficiencies.”
Xerox retains its existing agreement with British Airways, originally signed in 1995, for delivery of printed materials such as technical publications, in-flight services, and training manuals, as well as payroll printing. These operations, which produce around 26 million documents per year, will also run from the Uxbridge facility.