CGI Takes On Air Canada’s Challenge And Delivers
Complex Enterprise Application Support And Maintenance On Time
When they were awarded a five-year contract, in 1998, to support and
maintain all of Air Canada’s PeopleSoft and other enterprise applications
– including human resources, payroll and finances – CGI specialists
knew they were dealing with a fast industry.
Air Canada was already the country’s largest air carrier and one
of the majors on the international scene with $ 6.5 billion in annual
revenue.
By august 2000, the new dedicated application support and maintenance
centre in Montreal was practically coasting at optimal altitude when,
after acquiring rival Canadian Airlines, Air Canada publicly planned to
thoroughly integrate the management of the two firms within 1year.
Now, that was fast. The sign went on in the cockpit: Fasten Seatbelts!
The Challenge
The initial repatriation of system management functions was a complex
project, requiring a delicate balance of organizational finesse, and in-depth
knowledge of several technological environments. System information and
technical control had to be repatriated from two locations and various
sources, including some of Air Canada’s previous suppliers. Some
legacy functions had been in operation for over 15 years and documentation
was sometimes hard to locate.
The application support centre had to integrate all of those elements,
to act as an efficient control tower, managing and directing IT functions
and accurately responding to the client’s requests.
The team had to produce enhancements, maintenance and modifications without
affecting system’s output. Even though the managed applications were
not officially considered mission critical, a corporation of Air Canada’s
scope cannot afford prolonged downtime in human resources, payroll and
financial systems.
This became even more important when the rapid integration of Canadian
Airlines activities was announced.
The Strategy
Whereas outsourcing contracts generally involve taking over a clients’
IT operation along with an experienced team, the current mandate required
regrouping a mixture of legacy and brand new enterprise applications –
with a brand new crew.
While the facility was being launched and tested, a group of three representatives
– from Air Canada, the former outsourcer for some of the applications
and CGI – was created to manage all issues and ensure a smooth transition
of knowledge and technology.
Throughout the process, applications were simultaneously operated from
their former environment and the Montreal facility, until the new set-up
was thoroughly tested. The scarcity of system information at some levels
was seen as an opportunity to thoroughly document all functions and implement
processes that would ensure follow-up in the future.
CGI also implemented the Peritus methodology – now part of CGI’s
ISO 9001 certified project management framework – a comprehensive
system specifically designed to optimize the management of application
support and maintenance teams.
Finally, during the integration of Canadian Airline’s management,
CGI brought in a task force of high level consultants and technicians,
increasing the center’s staff from 35 to 60 in peak period, in order
to meet the client’s deadline.
The Technology Setting-up the centre and bringing it to full
functionality required solid knowledge of the following:
- PeopleSoft Enterprise Applications: Human Resources,
Payroll, Financial, operated in a Client/Server environment
- Legacy Systems: Mainframe environment
- Technical platforms/environments: Oracle; Focus;
COBOL; UNIX
The Results
Following the complex repatriation process, the centre is providing excellent
day-to-day performance. Client requests for changes and improvements are
dealt with in an efficient manner and CGI offers ongoing system evolution
thanks to its large pool of diversified expertise – unmatched in
any single corporation. The quick and successful integration of Canadian
Airlines’ IT functions also demonstrates the benefits of dealing
with specialists capable of quickly providing competent resources when
demand increases.
“Air Canada is very pleased with CGI’s accomplishments in the
context of this project,” said Jean-Paul Bourgeois, Director, Enterprise
Systems for Air Canada. “The project was delivered on schedule and
the transition was totally seamless. To us, it was business as usual.
We highly appreciate the professionalism and dedication of the specialists
who work for our suppliers.”
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