ALL HANDS ON TECH
Our new head of IT Paddy Campbell on why meeting customer expectations is no plain sailing
When you’ve braved wind, rain and 10-metre waves during one of the toughest sporting challenges on the planet, you learn a thing or two about teamwork, resilience and problem-solving.
As an accomplished yachtsman, competing in events around the world, including the notoriously difficult Fastnet Race, that’s the kind of experience our new head of IT, Paddy Campbell, can call on.
Of course, it’s Paddy’s wealth of tech experience – gathered at internet startups to major brands like Virgin and ITV, rather than his sailing skills, which are most valuable aboard the good ship ARL.
“My mantra is to add value through technology and to help the business achieve its objectives,” he says. “That’s more than just ensuring the PCs work; it’s about how we help colleagues provide better outcomes for our customers.”
Paddy started his role in November 2023. It’s been a busy start, overseeing major IT projects such as the successful temporary relocation of the Control function to enable essential refurbishment.
But he says the welcome he has received, and the pride and passion of colleagues across the business, have helped him settle in and understand more about the challenges ahead and areas for improvement.
One focus area is how IT systems can help us meet the expectations of increasingly tech-savvy customers.
“We are looking towards the station of the future and trying to envisage what that looks like,” Paddy explains. “What's going to make customer journeys better? Is the information timely, correct and available to customers where they need it?
“Everybody's now technology-enabled. They’ve got an iPhone and a smart TV, so our customers expect all our information systems to work just as well. That includes things like CCTV, help points and vending machines.
“That's an opportunity for us and it's also a big challenge because our network includes buildings and infrastructure that are 150 years old and weren't designed for Wi-Fi.
“It means we need to think creatively about how we can best use what we've got in the short term and then look at longer-term solutions.
“Of course, no single piece of technology can replicate the customer service that our colleagues provide. So, for me, it's about delivering technology that gives them the tools to help serve customers better.”
As well as analysing data to look for recurring issues or patterns, the key to delivering many improvements is colleagues using the IT service desk to give feedback on what isn’t working. Additionally, Paddy urges colleagues to play their part in protecting the business from the threat of cyber-crime.
“Our IT systems are part of the critical national infrastructure, so we need to make sure they operate safely and effectively,” says Paddy. “Colleagues are already excellent at station security and personal safety, so we would ask them to extend those skills to cyber security as well.”
And so, from phishing back to Paddy’s adventures on the high seas.
While technology plays a major part in modern ocean racing, it’s the human ingenuity and teamwork that Paddy says draws comparisons with his day job.
“You're in a very hostile environment, in cramped spaces and often in supremely challenging weather,” he says. “A lot of the time, you're troubleshooting, fixing things and always looking for performance improvements. You learn a lot about yourself and the people you are with – the teamwork and resilience in meeting those challenges is very rewarding.”
Built with Shorthand