We are committed to providing our clients and their customers with a quality service in the most cost effective way. We work in a variety of complex regulated environments so have a comprehensive but flexible quality framework. Our operational experts use this framework as a basis for all our services, incorporating client specific requirements (like safeguarding and infection control) where required. Our professional standards team audit these processes regularly to ensure compliance and we are also checked by external auditors as part of our ISO 9001 quality accreditation.
Improvement, new ideas and expertise are key to what we do so we undertake continuous improvement audits, putting the emphasis on developing the quality of our services beyond our clients expectations.
We are committed to minimising the impact of our business on the environment. As with our quality framework our environmental systems are comprehensive, covering the full range of our activities.
Through carbon footprint analysis we identified that transport is our main environmental impact. To mitigate this impact we created green travel plans for our major offices and implemented fleet tracking across all our 1,600 vehicles. We can now monitor journeys and make them more efficient, stop idling and excessive acceleration and monitor fuel consumption. We are also reducing the engine size of our fleet, transitioning to electrical vehicles where possible and using hybrids elsewhere.
As we design both services and schemes we also take steps to ensure that we design out environmental issues whenever feasible. Our Walworth Road streetscape scheme used innovative new lighting to reduce energy consumption, trees to sequest carbon and even recycled and reused much of the waste materials dug up as part of the construction process.
Our environmental processes are accredited to ISO14000 and assessed regularly.
Information security is very important to us, as it is with our clients. We are PCI DSS compliant, registered with the Information Commissioner as an organisation that handles personal data and have a detailed and tested information security framework.
Operating in a data secure environment gives our clients the assurance that information collected and processed will be retained securely and disposed of correctly. To make sure our systems are robust they are regularly penetration tested by expert "white hat" hackers who help us secure our systems against attack.
Where required we provide completely data sterile areas with extremely strict management protocols where mobile phones, USB data sticks etc. are banned.
Our risk management procedures analyse the hazards we face as a business, how likely these are, the impact if they occurred and the mitigating measures we can put in place. There are two streams of risk we manage, the first is business continuity, the second is project and change related risk.
Business continuity procedures allow us to operate as an organisation in the event of a local or national incident. Commonly this is used to manage the impact of adverse weather on our services but has successfully been used in terrorist attacks and riots.
Managing project/service risk successfully is often about robust change control, clear processes for starting new contracts and well managed procedures for upgrading infrastructure or evolving a service. Working with the Executive Director for IT and Risk our project management office assist our operational teams.
We work very hard to ensure that our expertise delivers the best service possible. Our whistleblowing policy and procedures allow those with concerns to raise these without impacting their role within the organisation.
We carefully select all our supply chain partners to ensure they conform with our clients expectations regarding quality, environment, stability, ethical trading etc. We also regularly audit them to ensure standards are maintained.
We work very closely with our top 20 supplier partners and use these partnerships to innovate new products. For example, our uniform supply partner Keltic has evolved their designs based on feedback from our staff, creating whole new products that work better and last longer.