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Transformation IT unit prepares the long-term strategies and vision of IT, along with setting the corporate IT policies and standards. The Operations team of the Transformation IT unit works with IT sourcing to prepare and implement the right Service Level Agreement (SLA) for each vendor to ensure smooth and efficient service. This team also constantly evaluates and improves the performance of the three critical vendors and some others as warranted. Lastly and most importantly, this new structure allows the business and IT sides to work together more and communicate as much as possible.9
In terms of technical viewpoints, Air Canada's IT departments implemented key hardware components and software applications programs which supported the functioning of Air Canada’s overall system. Air Canada is constantly searching for new ways to use information technology to their advantage to make the company more attractive and convenient to consumers all while reducing costs and allowing innovation. For example, Air Canada has utilized IT to optimize its bidding processes through which pilots and attendants choose their flights, which lead to significantly reduced operating costs. Other examples include the 2007 introduction of the Electronic Boarding pass that used 2D barcode technology and the 2009 development of iPhone and Blackberry applications to allow passengers to find and track flights, check in to flights, and receive messages on their devices. As for managerial viewpoints, in 2011, Air Canada’s IT department comprised seven functional units supported by a project management office. These units were managed by a senior director who reported to the chief information officer. Although these units had separate responsibilities, they all shared one common goal, which was to ultimately link the business side and IT department. To accomplish this, the four senior directors of the IT units and the three senior directors of the newly added units formed The Group of Seven. This Group of Seven communicated intensely with one another, both formally and informally, in order to link link the business side and IT side. Senior IT directors’ offices facilitated face-to-face and informally communicated.In addition to the frequent informal communication, the Group of Seven hold formal monthly meetings and staff meetings every other week with the Chief Information Officer for a further understanding of present and future projects and ideas. An example of how units worked together include the IT Customer Service branch and Customer 10
Service and Innovations branch working closely together to source solutions for business requirements. Developing mobile applications is one example of their work. Other examples include IT Customer Service working closely with Transformation IT to ensure their initiatives followed corporate standards and policies.