Customers

Customer satisfaction

Customer satisfaction is a management area that is focusing major efforts and is embodied by the following tools:

• An annual external corporate survey of a significant sample of our customer portfolio, by sales volumes, to compile information about customers’ perception of the quality of the services rendered.
• A systematic internal survey of project managers during the project completion phase.
• The preparation of half-yearly and yearly monitoring reports.
• The ongoing improvement of processes directly relating to customers.

Annual Corporate Survey

In 2009, the average score from customers improved slightly compared to the score in 2008 (3.78 out of 5 in 2009, vs. 3.62 in 2008). However, if we had to highlight one aspect, it would be the steadiness of our commitment to quality since, as our performance over the last five years shows, customers’ scores have always stayed in a very narrow range of 3.6-3.8 points.

In 2009, of all the variables considered, customers highlighted Indra human resources, because of their excellent skills in listening to customers and interpreting their needs, and because of their knowledge and experience in the industry, and their high standard of technical know-how and command of technology. In contrast, the main area for improvement identified by customers is in the quality of documentation delivered, although at all events it still obtained a very positive score (3.49).

Customer profile

The involvement of MIDAS in the company’s projects in 2009 was based on various key lactions:

• New best practices libraries based on success stories and expert knowledge in the company’s different areas.
• Inclusion of developmental support and documentary processing tools as productivity aids to help implement MIDAS technical processes.
• Integration of Indra’s official training plans as part of the indispensable knowledge for professionals involved in IT projects/operations.
• Internationalisation, enabling the multilanguage feature.
• Image, implementing the visual projection of corporate image.

All this has enabled us to lay a foundation from which to raise methodological standards in 2010 in order to meet standardisation thresholds that boost productivity, business sustainability and control capacities. And all this is at the service of our customers to ensure able, sustainable and innovative performance

Managing data security at Indra

Indra Sistema’s data security policy was developed further in 2009 in line with the demands of our own Information Security Management System certified by AENOR (UNE/ ISO 27001). As a requirement of this standard, we annually implement a risk analysis plan. In 2009, the plan included some new aspects, most notably integration of monitoring panels to manage intruder detection, security alerts, regulatory non-compliance, antivirus and anti-spam controls; and conducting automatic monthly analyses of technical weaknesses at corporate services, the findings of which are included in the risk management scorecard. In 2010, our aim is to renew Indra’s UNE/ISO 27001 standard certification, increasing the scope of certification to a new process.

It is also worth highlighting a landmark in IT services management, namely the UNE-ISO/ IEC 20000 standard relating to Security Management Systems, which completes our vision of development in Indra’s information security policy. This involved launching four processes which are stipulated in the aforementioned standard: incident management, configuration management, change management and problem management. For all these processes, effective implementation encompassed current flow analysis, identification of requirements, identification of services and those responsible, generation of procedures and training.

Another major goal looking ahead to 2010 is to create the office for operating application of Spain’s Data Protection Act (Ley Orgánica de Protección de Datos - LOPD), one of the world’s strictest. The aim is to further ensure compliance with the Data Protection Act in projects through standardisation, thereby reducing risks.