At the heart of who we are, is ensuring our customers are satisfied at all times. We believe that if we take care of them, they will take care of us.”
The Chief Executive of Galaxy Backbone once made this statement and it perfectly captures the approach Galaxy Backbone Limited fondly called GBB has taken to distinguish herself in the market.
Established as a limited liability company, Galaxy Backbone is a pivotal player in the realisation of Nigeria’s Digital economy policy targets. One of the many caps that GBB wears is the cap of being a Digital Services provider.
GBB offers tailor-made services to SMEs, Corporate organisations, Government agencies and large business enterprises. Galaxy’s services delivery model is based on shared ICT resources. It has therefore adopted and invested in Cloud computing as the primary model for organising its shared resources.
According to the U.S. National Institute of Standards and Technology (NIST), Cloud computing is a model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g. networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction.
In this regard, Galaxy’s service delivery model reflects the three service models defined by NIST – Infrastructure, Software and Platform as a service (IaaS, SaaS, PaaS). It also shares the five characteristics of Cloud – on-demand self service – albeit this is moderated by Galaxy’s Technical Services team on behalf of the consumer; broad network access to resources; resource pooling, rapid elasticity and measurability.
Additionally, Galaxy’s services catalog also covers the provision of thought leadership level consulting, ICT advisory and training and technical capacity augmentation services.
As an organisation that prides itself in the delivery of world class services, GBB consistently presents itself to the principles and scrutiny of the International Standards Organisation (ISO) as a way to ensure Customer service is paramount in its entire operations. The organisation recertifies itself every year as an ISO 20000 organisation ensuring its Service Management System (SMS) is always up to date.
As an ISO 20000 certified organisation, GBB’s commitment to her customers is to ensure their services deliver the intended business value and where there are any service failures, to ensure they restore services to agreed quality levels as soon as possible.
In recent times, the Honourable Minister of Communications and Digital Economy, Professor Isa Ali Ibrahim Pantami, has challenged the management and Staff of Galaxy Backbone to ensure that customer satisfaction is paramount in the operations of Galaxy Backbone. As the supervising Minister of this organisation, Customer Satisfaction is identified as one of GBB’s Key Performance Indicators by which the organisation is being measured.
Since the beginning of the tenure of Prof. Muhammed Abubakar as GBB’s Chief Executive Officer, he has led the cause of improving customer satisfaction from inside by improving the welfare of the staff and this has helped raise the level of commitment and dedication to Customer service delivery. Professor Abubakar is passionate about ensuring that customer requirements are well catered for and their requirements are consistently met.
Also, Galaxy Backbone’s renewed focus on capacity building, through the Research, Digital Innovation and Skills Development department of the organisation, is one example of the many ways GBB ensures that the customer is well equipped with the right skills to manage the services and solutions being deployed at the customer sight. GBB periodically organises training for ICT Directors and Engineers to enable them provide first line support within their respective organisations.
The Galaxy Backbone evolution story revolves around providing excellent service and its growing service-oriented personality.