17.02.2010

Hansab maintains more than 3,000 payment terminals and 750 ATMs in Estonia, as well as thousands of security and money handling devices, queuing and parking machines. Hansab started ITIL implementation process back in 2007 and the following processes have began to be implemented in all of the Baltic countries. Now, the certification is awaiting Latvian and Lithuanian companies on the 11^th and  14^th May 2010.

”In addition to the Internet bank, ATMs and payment terminals are the most frequent direct contact for the customer with the bank and the reliability of these is extremely important for us,” Hanno Hussar, Head of the Operations Division of Swedbank Eesti, the largest cooperation partner of Hansab, noted. "The certificate given to Hansab is proof for the customers that the machines and card terminals are in working order almost non-stop.”

 Hansab Group continuously invests in the improvement of the processes and consequently is highly valued by the customers, whose overall satisfaction with our company’s services, products and staff reached 4,38 out of 5 points possible.

In addition to Hansab, there are only 458 companies in the world who have the ISO 20000 certificate, and Hansab now belongs to 6 of them in the whole of Nordic and Baltic regions, representing the highest quality certificate in this field of activity.

Janno Kallikorm, Estonian company’s managing director, said that several customers of Hansab use the processes corresponding to ISO 20000 at the management of their support units. ”The certificate assures to our customers that Hansab is a high-quality partner who guarantees the sustainability of the service,” Janno Kallikorm said. "In service, the key words are security and reliability, towards which we strive every day as shown by the receipt of the ISO 20000 certificate.”

ISO 20000 is directly related to the globally recognised information technology process management framework Information Technology Infrastructure Library (ITIL), which dates back to 1985 in England. ITIL handles the best practice of the management of IT services.  

”ITIL determines 11 processes with which to manage the entire service provision chain,” Algo Puusepp, the Service Manager of Hansab Group, explained.”The principles of ITIL can be used for the establishment of any service organisation."  

“As Hansab uses the ITIL processes at the management of the services provided to customers, the management system of the company had to be certified," Algo Puusepp added. "The certificate proves, with the audit conducted by an accredited certification company, that the supply chain of services and the management processes at the company are managed correctly and with a high level of quality, which reduces the risk of the availability of services to customers and ensures constant monitoring and improvement of services.”

The ISO 20000 standard was established in the world in December 2005. In Estonia, the ISO 20000 certificate was issued first to Hansab, which also has the ISO 9001 certificate and has received several awards from various quality contests.