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Main policies and initiatives in effect:

  • Indra project management methodology: Indra has proprietary project management methodology to guarantee quality and productivity.
  • Indra’s MIDAS quality management methodology: Indra has proprietary quality management methodology which is deployed in conjunction with its project management tool and complements it.
  • Quality certifications: UNE-EN ISO 9001, PECAL 2110, PECAL 160, UNE-EN 9100, CMMi, ITIL, PMP: Indra’s quality management system has been developed in accordance with the UNE-EN ISO 9001 benchmark and other quality standards.
  • Customer satisfaction surveys: tracking the level of customer satisfaction with Indra.
  • Operating risk management system: Indra has a corporate system for monitoring its operating risk factors.
  • IT security policy: the information security management system is compliant with the international ISO/IEC 27002 standard on good practices and also UNE ISO/IEC 27001.
  • Defence technology sales policy: Statement on responsible trade in defence technology

Our prime duty and one of the lynchpins of our sustainability effort is to offer our customers innovative and top-quality IT solutions and services. The project, quality and IT security management methodologies in place are designed to preserve service standards, while our consultants provide personalised, round-the-clock customer service.

Indra uses two surveys to track customer satisfaction levels:

  • An external corporate survey conducted each year, polling a significant sample of our customers: this survey is conducted between the fourth and first quarter of each year. The survey form is available for download here in PDF format . The results are published in the company’s Annual Report.
  • A systematic, in-house survey polling the project manager upon project completion.

Indra uses the results of these surveys to identify areas for improvement and as the basis for designing initiatives for inclusion in its Business Plan.

Quality standards

Indra has a quality management system, developed in accordance with the UNE-EN ISO 9001 benchmark and other quality standards (PECAL 2110, PECAL 2210, UNE-EN 9100, etc.) which are applicable in specific areas of the company.

  • UNE-EN-ISO 9001: quality management system. This is the quality management framework applicable company-wide.
  • Pecal: the quality management framework applicable to defence contracts.
  • Pecal 2110: NATO quality assurance requirements for design, development and production.
  • Pecal 2210: NATO software quality assurance requirements that complement PECAL 2110.
  • UNE-EN 9100 aerospace series: quality management systems. This is the quality management framework which applies to aerospace business activities.
  • CMMi (Capability Maturity Model Integration): the model for upgrading and assessing software development and maintenance processes.
  • ITIL: professional IT service management certification.
  • UNE-ISO/IEC 27001: Information security management systems certification.
  • UNE-ISO/IEC 20001-1: Excellence in service management in Information Technologies (outsourcing)
  • PMbok: Project management body of knowledge standard.

Tabla certificados

Information Security

The security management system refers to the international standard ISO/IEC 27002 of good practices and UNE ISO/IEC 27001. In order to guarantee that all security measures are complied with, Indra has an audit system for verifying the state of security in all of its systems, and the compliance with the Organic Law on Data Protection (LOPD) concerning the confidential treatment of personal data.

  • Antivirus: Internet, email, servers, work stations.
  • Antispam.
  • Security updates.
  • Continuous monitoring of the technological platform.
  • Controlling communications security from outside.
  • Authentication using digital certificatess.
  • Back-up policy. For databases, storage and systems.
  • Disaster recovery plan.
  • The monitoring model allows to know in real time any type of alert concerning the communications network, infrastructure or security, and sets in motion the operational procedures for eliminating any type of risk.

* Customers that are satisfied or very satisfied with the service.