Case Study: Navigating IT Excellence: How one cruise line is leveraging ACI Learning for team training

Background: Princess Cruise Lines, a leader in the cruise industry, operates a vast fleet of ships worldwide. The IT team onboard plays a critical role in ensuring the seamless operation of the ship's technology infrastructure. Robert Kraemer, Corporate IT Officer, Shipboard Operation, has over 20 years of experience, and is one of the senior figures responsible for overseeing IT operations across the fleet. This case study explores how the maritime IT team operates, the unique challenges they face in the field, and how they leverage ACI Learning's training programs to maintain and enhance their skills.

Operational Overview: The IT team at Princess Cruise Lines is responsible for a wide range of tasks, from managing network infrastructure to ensuring the proper functioning of cutting-edge proprietary technologies like the Medallion Class experience. The team is highly specialized, with each member requiring a deep understanding of both IT and maritime operations.

Team Structure: The IT department comprises about eight members, with Rob being one of two senior officers. The team is responsible for everything from laying fiber optic cables during ship construction to managing complex IT systems onboard.
Responsibilities: The team's duties include setting up and maintaining network lockers, data centers, and ensuring the security and efficiency of IT operations. They are also responsible for the education and training of new IT recruits, ensuring they are equipped to handle the unique challenges of working on a cruise ship.
Challenges: Working in a maritime environment presents unique challenges. The team must be prepared to handle emergencies, conduct Coast Guard drills, and manage the day-to-day IT needs of a floating city. The close quarters and extended periods away from home make this a demanding job, requiring a special kind of resilience.

Training and Development: To keep up with the rapidly evolving technology demands and the specific needs of maritime IT, Princess Cruise Lines has partnered with ACI Learning for their training needs. The training is designed to ensure that the IT team is always up-to-date with the latest certifications and skills.

Certification Programs: The team members are encouraged to obtain certifications such as CompTIA A+, Network+, and Cisco's CCNA. ACI Learning's courses provide them with the knowledge and skills they need to excel in their roles.
Incentive Programs: To motivate staff, Princess Cruise Lines offers financial incentives unique in the industry for completing certifications. For instance, employees who complete one certification receive an additional $100 per month, and those who complete multiple certifications can receive up to $300 in bonuses and wage increases.
Support and Guidance: The IT leadership team, including Rob, plays an active role in supporting their staff through the certification process. They help team members overcome exam anxiety and provide guidance on study techniques, ensuring a high success rate.

Impact: The partnership with ACI Learning has had a significant impact on the IT team's performance. Over a six-month period, the team completed 96 certifications, greatly enhancing their capabilities. This has allowed them to handle more complex tasks independently, such as VLAN changes, without relying on shore-side engineers, thereby improving the efficiency of IT operations on the ships.