a. Introduction
Nautical Courier Services (NCS) operates a service integration model with its
own resources (people, processes, technology,vehicles) and partnering with large
logistics/courier companies to ensure maximum coverage on a national and international
basis. Whilst utilising partners in our business, we still maintain the accountability
and responsibility for all service provision. We operate a Hub and Spoke model with
primary and secondary service points to ensure coverage of the entire South African
Region.
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b. Operating Model
NCS has developed and continuously evolves our operating model to provide continuous
improvement in both service delivery and cost containment through the use of NCS
operations and partner operations. The operating model below indicates the manner
in which the NCS business is conducted.
The operating model above allows for NCS to be the service integrator ensuring
services are delivered to the customer as agreed in our service level agreement
and contract whilst managing the operational domains to drive continuous efficiencies
and effectiveness.
c. Service Level Agreements and Contracts:
In this operating model, the service level agreement and contract is held directly
between NCS and the customer. NCS assumes direct responsibility and accountability
for all services including:
- Service Requests
- Service Directing
- Service Monitoring
- Service Updates
- Service Reporting
- Service Management
- Service Billing
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The service requirement is designed by NCS and the customer taking into account
all requirements that may fit outside of the standard operating models. All service
requests are directed to NCS who utilises the operational domain that best suits
the customer requirements. Customers have a choice of contact mediums to use that
best suits their operational requirements. On receipt of the customer request, we
are able to direct requests to an operational domain that provide the best fit for
the service request, have available operational capacity and provide this service
as efficiently and cost effectively as possible.
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d. Operational Level Agreements and Contracts:
NCS has operational level agreements (OLA) and contracts with their internal operational
domains as well as their partner operational domains. These agreements are based
on the standard service offerings that are offered through the operational domains.
The OLA is based on customer requirements and service level agreements that meet
the majority of customer requests and we manage the operational domains to ensure
delivery to these agreed service levels.
When a customer requires a tailored service that falls outside of the standard service
models, NCS will design and agree the services, processes, procedures and SLA with
the customer. We will then design a corresponding OLA with the operational domains
to deliver these tailored services to ensure we meet the SLA. NCS will monitor,
manage and report on these services to the customer. Any penalty and reward programmes
will be held directly between the customer and NCS.
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e. Service Integration Layer:
The key role of the service integration layer is to be accountable and responsible
to the customer for the entire
service delivery value chain. This layer plays a vital role in managing complex
engagement programmes with multiple
vendors to achieve the following outcomes:
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- Receive, Direct and Manage all service requests
- Design and implement new service requirements
- Drive continuous improvement in service delivery through the evaluation of processes
and procedures
- Implement cost containment programmes by utilising economies of scale across all
operational domains
- Negotiating with all operational domains to reduce costs through bulk purchasing
- Providing cost containment and where possible cost reductions to customers
- Managing the governance of SLA, OLA and contracts
- Providing operational reporting to customers
- Review and implementation of best practices across all operational domains
- Implementation of customer experience improvement programmes and reporting on customer
experience against stated targets
- Managing and reporting on adherence to legislative frameworks
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