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A formal structure and processes were put in place to support the external carriers. More specifically, carriers reporting electronically for air shipments are supported by the Electronic Commerce Unit (ECU), already in place in the MPDD Directorate. The unit is the first line of support for data transmission problems and if required, it escalates problems to the technology services group responsible for monitoring the external interface. A call centre approach is used to document and resolve problems from carriers. Carriers are provided with toll-free support during regular business hours. Support is critical since the ACI is deemed to be a high-availability application, which requires support outside the normal hours of service.
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