Government Business 20.4

WASTE MANAGEMENT

HUMAN RESOURCES

ENERGY

www.governmentbusiness.co.uk | VOLUME 20.4

Business Information for Local and Central Government CITIZEN FEEDBACK

PUBLIC SERVICE DELIVERY

Complaints can provide opportunities for innovation in public services

PUBLIC EVENTS

EXPLOSIVE PUBLIC EVENTS Awarding contracts for sensible cost, low-risk firework displays

PERIMETER SECURITY | IOG SALTEX PREVIEW | TRANSPORT | GOVERNMENT TECHNOLOGY

COMMENT WASTE MANAGEMENT

HUMAN RESOURCES

ENERGY

www.governmentbusiness.co.uk | VOLUME 20.4

Business Information for Local and Central Government CITIZEN FEEDBACK

PUBLIC SERVICE DELIVERY

Complaints can provide opportunities for innovation in public services

PUBLIC EVENTS

EXPLOSIVE PUBLIC EVENTS Awarding contracts for sensible cost, low-risk firework displays

PERIMETER SECURITY | IOG SALTEX PREVIEW | TRANSPORT | GOVERNMENT TECHNOLOGY

Comment

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

SHOPPING AROUND FOR SAVINGS After praising local government’s success in achieving savings of 26 per cent over the current four year period, Chancellor George Osbourne expects another 10 per cent reduction, which was announced in June’s Spending Review.

Local Authorities would be forgiven for thinking this is a little unfair, especially after repeated verbal bashings by Communities Secretary Eric Pickles, but increased powers over managing local budgets have been dressed up by the Chancellor as the pay off. Osborne voiced his commitment to devolved power and responsibility for local government, saying that public satisfaction with local services had increased despite the cuts.

However, this doesn’t appear to paint an accurate nationwide picture.

Pickles is trying to lead by example – the size of the Department for Communities and Local Government has been cut back by 60 per cent. Osborne described Pickles as ‘a model of lean government’, after he agreed a further 10 per cent reduction in his own department’s resource budget. However, after the DCLG was fined by £20,000 by the Treasury for going £217 overdrawn, Pickles is after more ideas on how to save money, and plans to stimulate civil servant’s creativity by offering them shopping vouchers (see page 7).

Funding commitments in the Spending review include £3bn to build 165,000 new affordable homes, £28bn for road improvements and £10bn to clear the backlog of school building repairs, after difficulties in getting the Priority Schools Building Programme underway have left more schools in limbo.

According to Chief Secretary to the Treasury Danny Alexander, the support for new homes is the ‘most substantial for more than two decades’, but National Housing Federation chief executive David Orr said: “It won’t deliver the ambitious house building programme we need.”

Danny Wright

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Contents

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

CONTENTS GOVERNMENT BUSINESS 20.4 17

07 NEWS

Electronic monitoring investigated; New funding builds on Neighbourhood Community Budget Pilots

11 FINANCE

Mike Thatcher reports from CIPFA’s annual conference, which took place this July

13 PUBLIC SERVICE DELIVERY

Leisure Industry Week returns to the NEC in Birmingham from 24-26 September for professionals across the leisure industry

17 STAFF WELLBEING

77 LEARNING & DEVELOPMENT

Dr Tom Smith advises on how to commission safe, fun and cost-effective firework displays

33 ENERGY

New low‑carbon opportunities for local authorities, reports the Renewable Energy Association. Plus we preview the Energy Event

41 PERIMETER SECURITY 85

63 SPORT & LEISURE

69 WASTE & RECYCLING

21 FIREWORK DISPLAYS 69

Free sports turf management advice will be dished out to SALTEX visitors

Nesta’s Jo Casebourne argues that complaints should be used as a tool to improve public service delivery

Author Jessica Pryce-Jones shares simple steps to improve staff happiness

21

55 GROUNDSCARE

The Perimeter Security Suppliers Association’s verification scheme gives confidence to buyers of perimeter systems

45 TRANSPORT

HS2 update; ICFM’s Roddy Graham explains how to execute a green fleet policy

49 CONFERENCES & EVENTS London’s creative buzz makes it the ideal city for events in 2013

13

Government Business

RWM will address all aspects of public waste management in its seminar theatre

World of Learning Conference & Exhibition

79 OFFICE MANAGEMENT

We preview office* – the annual event dedicated to office managers, PAs and executive support professionals

83 FRANCHISING

A look at winners from this year’s Franchisor of the Year Awards

85 EMERGENCY SERVICES

This September’s Emergency Services Show focuses on promoting interoperability and cost-efficiency across the industry

95 DISCIPLINARIES

What should managers do when conducting disciplinary or grievance interviews?

GOVE TECH RNMENT NO ISSUE LOGY II.4 Turn to pa latest g ge 98 for th techno overnment e lo and fe gy news atures

www.governmentbusiness.co.uk Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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SUPPLIER CONTRACTS

G4S and Serco accused of overcharging on electronic monitoring contracts All G4S and Serco contracts across government are to come under review after it emerged the companies had over-charged by tens of millions of pounds for work that wasn’t carried out under electronic monitoring contracts.

The Serious Fraud Office has been called on to investigate G4S, after Justice Secretary Chris Grayling revealed his department had been charged for electronic monitoring of dead people, in some cases.

An independent audit of Ministry of Justice’s electronic monitoring contracts found that the suppliers had sometimes billed the department for years worth of electronic monitoring that never took place.

“It included charges for people who were back in prison and had their tags removed, people who had left the country, and those who had never been tagged in the first place but who had instead been returned to court,” said Grayling.

“There are a small number of cases where charging continued for a period when the subject was known to have died.”

Grayling said he was “surprised and disappointed” that Ministry of Justice staff were aware of a potential problem but failed to take adequate steps to deal with it: “This is a wholly indefensible and unacceptable state of affairs.”

The Independent suggests that the move by the Government is unlikely to result in the wholesale loss of contracts, as the firms have

SPENDING Pickles offers up shopping vouchers in exhange for thrifty ideas from civil servants Whitehall workers will be given shopping vouchers for thinking up ‘innovative, thrifty’ ideas to cut costs.

The move will be used by Eric Pickles for staff in the Department for Communities and Local Government.

Pickles said: “I want to hear from the bright sparks in the Department who, in the years of spend, spend spend, may have felt that their ideas to save, save, save fell on deaf ears.

“I want to tap into their expertise and insight , shaving pounds off the balance sheet and saving taxpayers’ money. I want to change the culture of the Civil Service: rewarding people for taxing, regulating and interfering less in other people’s lives.”

Mr Pickles was recently praised by George Osborne for running a department that was the “model of lean government”.

Departmental sources said the vouchers would be for ‘small’ amounts. tinyurl.com/kuln2c4

few competitors of the same size, but it could cause damage to their international standing.

Calculations of the precise level of over‑charging are yet to be confirmed, but Grayling said this was estimated to run into tens of millions of pounds. Overcharging was said to have begun at least as far back as 2005, and possibly as far back as far as 1999.

Serco has agreed to an independent forensic audit of the contractual arrangements and evidence including internal e-mail trails between their executives. The company has also withdrawn from the current tender process for the next generation of electronic monitoring contracts. However, G4S has refused to withdraw from the same tendering process and has also rejected Grayling’s forensic audit proposal.

The Justice Secretary said he had “no information to confirm that dishonesty has taken place on the part of either supplier”, but added he has asked the Serious Fraud Office to consider an investigation.

G4S said it in a statement it was conducting its own review and that it was not aware of any indications of dishonesty or misconduct.

The Cabinet office said government chief procurement officer Bill Crothers would lead the review.

READ MORE ON THIS STORY: tinyurl.com/pcahb4y

‘Our Place’ funding Communities Minister Don Foster has announced £4.3 million of new financial support to enable at least 100 communities to design and deliver local services that focus on local priorities and reduce costs. The expansion of the ‘Our Place’ programme builds on the Neighbourhood Community Budget Pilots which have been operative for the last year.

Responding to Foster’s announcement, Local Government Association chairman Sir Merrick Cockell said: “Giving local areas more say in how public services are designed and delivered improves those services and saves money. This approach is already working in a number of areas across the country on issues as diverse as promoting healthy lifestyles and tackling antisocial behaviour. The expansion of the programme to new areas is welcome.

“Neighbourhood Community Budgets are an important part of the drive to take power out of Whitehall and place it in the hands of people and communities. A cornerstone of this process must be ensuring that new structures are still subjected to appropriate democratic oversight and accountability at a local level. This process of rewiring services around the people who use them should be emulated across the whole of the public sector.”. tinyurl.com/ogazkxo

News

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

News in Brief Small firms put more back into local economy says FSB Small businesses reinvest 58 per cent more of the money spent on their goods and services by local authorities in the local economy compared to large firms, according to new research from the Federation of Small Businesses (FSB).

The FSB and the Centre for Local Economic Strategies found small local firms generated £746 million more for the local economy than large local businesses - even though more than £500 million less was spent with them. Overall local authorities spent £8.7 billion buying goods and services in their local area in 2012, according to the report. The FSB’s report ‘Local Procurement, making the most of small businesses, one year on’ praised Leicester City Council for ensuring that large contracts include clauses which make sure small local firms are used in the supply chain. Local Government Minister Brandon Lewis said: “Small businesses are the heartbeat of our local economies. Today’s report shows the benefits of working with local firms - for every £1 spent with a small business 63 pence is reinvested locally.

DOWNLOAD THE REPORT: tinyurl.com/o65bag8

Councillors anger over Local Government Pension Scheme The GMB trade union has added to the campaign against exclusion of councillors from the Local Government Pension Scheme. Local government minister Brandon Lewis said in December that councillors should not be allowed to join the scheme after April 2014, and existing members should accrue no further benefits, because they were volunteers and not employees. The stance caused considerable anger among councillors of all parties including numerous prominent Conservatives. Ministers then launched a consultation. In its response, the GMB argued that the consultation exhibited a ‘low regard’ for local government as a whole.

In a statement, the union said: “GMB believes that we would be among many to point out the apparent hypocrisy of any move to remove the facility for councillors pension whilst comparable elected officials retain access to a scheme that remains untouched and vastly generous compared to the rest of the public sector.”

TO READ MORE VISIT: tinyurl.com/p9ecg7t

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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HOUSING

Sandwell Council crackdown on housing fraud hailed a success An initiative by Sandwell Council to crackdown on housing tenancy fraud has been hailed as a major success by council bosses after 44 council homes have been brought back into use for rent.

The six-month pilot scheme launched in November last year has resulted in 36 abandoned properties being detected and eight other properties being recovered due to illegal succession and/or subletting.

In addition, three fraudulent right-to-buy applications were blocked and another 29 cases of suspected tenancy fraud are currently being investigated.

The Audit Commission calculates that the average cost of tenancy fraud per property is £18,000, which equates to £144,000 for the eight properties recovered. The discounts which the right-to-buy applicants would have

received totalled £138,000, making overall savings of some £282,000.

Initiatives were to prevent, detect and tackle tenancy fraud included creating a specialist investigation team from existing staff, increasing fraud awareness briefings to various groups such as housing service panels and all housing employees, reviewing existing documents and procedures, and publicising the initiative.

The council is also working in partnership with a credit reference agency and using a system called data matching. This means the council can confirm that the person who was given the tenancy is still resident at the property by checking records held by the credit READ MORE: reference tinyurl.com/nomq7vb agency.

HERITAGE

SERVICES

Report published on revamping historic high streets

New pilot to kick-start stalled infrastructure projects

English Heritage has released a report looking at how historic town centres are affected by modern retail and shopping trends during difficult economic times, highlighting a number of success stories.

The research has identified a series of places across England where innovative approaches have achieved successful outcomes despite a backdrop of testing economic times. These success stories range from imaginative reuses of listed market buildings through to town centre strategies focusing on heritage and local identity, to the successful integration of new buildings in a historic part of town.

Baroness Andrews, chair of English Heritage said: “The challenges are not to be underestimated, but English Heritage believes that local authorities that have made the historic environment central to their retail ‘offer’ can go a long way to creating an attractive and viable high street.

“At a time when people are increasingly looking for more to their shopping trips, these success stories show how investing in historic buildings and careful and imaginative use of street patterns in our historic towns and cities, creates successful ‘destinations’, places which attract people because they make shopping a much more pleasant, DOWNLOAD THE REPORT: enjoyable tinyurl.com/pzr5y9r experience”.

Local infrastructure schemes that have hit delays are set to benefit from a new public-private partnership to get projects off the ground. As part of the new Local Infrastructure Demonstrator Partnership pilots, private sector professionals will work for free alongside government partners to identify problems that have been hindering infrastructure projects.

Five areas will be involved in the pilots initially, in Blackpool, Grantham, Northamptonshire, Norwich and Swindon.

The specialist support offered through the partnership should lead to each project moving forward more quickly than would have been the case without support. The private sector led teams comprise representatives from the Civil Engineering Contractors Association (CECA) and the Royal Town Planning Institute (RTPI) and Department for Business, Innovation and Skills (BIS), with other senior public and private sector partners also making READ MORE: significant tinyurl.com/m5mdnp2 contributions.

News

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

News in Brief Greener homes should pay less tax, say campaigners The UK Green Building Council has said that owners of energy‑efficient homes should pay less for their council tax and stamp duty to drive take-up of the government’s energy‑efficiency scheme.

Publishing an analysis on how to improve the green deal, the UK Green Building Council said the changes would be funded by making the owners of the country’s most inefficient homes pay more under the two taxes.

Paul King, UK GBC’s chief executive, said: “There are some tough political choices to be made, not least in using the tax regime to nudge householders into action, but the opportunities for UK Plc are just so great, that this is a nettle which needs to be grasped.”

READ MORE:

tinyurl.com/k63tzqa

Small firms to suffer from public sector job cuts Welfare cuts and public sector job losses will put the economies of struggling towns in peril, the Centre for Cities think tank has said in a new report Small Business Outlook 2013.

Cambridge, Crawley and Reading were likely to be best insulated against further cuts, while Hull, Liverpool and Blackpool could “feel the effects of their customers spending less money in their local economy far sooner and far stronger”, the report found.

READ THE REPORT:

tinyurl.com/ntnxj99

Birmingham City Council wins planning awards Birmingham City Council’s contribution to the quality of life of its citizens through planning and design has been recognised nationally, winning two awards from the Royal Town Planning Institute On 10 July, Birmingham City Council planners won two national awards at the Royal Town Planning Awards ceremony in London.

Kings Heath village square, the new public space created in partnership with All Saints church and the local community won the Excellence in Planning Design for Public Realm award.

TO READ MORE VISIT: www.rtpi.org.uk

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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Advertisement Feature

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

FRAUD PREVENTION

GOVERNMENT NEEDS TO LOOK BEYOND BIG WINS TO TACKLE FRAUD EFFECTIVELY

Much of the government’s work on fraud, error and debt is coming to fruition this year. It’s important – perhaps not the most exciting item on the government’s agenda – but nonetheless crucial to cutting the £20bn+ lost to fraud each year The sum of £20bn lost to fraud each year could be used for a number of worthy purposes. But this is about more than money: it’s about stopping fraudsters (criminals) from attacking government and its agencies, and making sure that support reaches the people who deserve it.

On top of the £20.3bn of public sector fraud, £45.5bn is estimated to be lost in the private sector, £6.1bn to individuals, and £1.1bn to charities and the not-for-profit sector.

These losses mean higher costs for everyone and money diverted away not only from the economy but also from worthy causes.

KNOWLEDGE IS KEY Too often, when employers discover a fraudster in their midst, they terminate employment and get them out of the building as quickly as possible. Unless successfully prosecuted, these fraudsters are free to move, undetected, to a new employer and begin the same activities again.

Similarly, fraudsters identified as attempting to claim benefits, tax credits, NHS medical treatment or any service to which they have no entitlement have freedom to try again with another organisation as the crucial information identifying them as fraudsters is not routinely shared across both the public and private sectors.

In practice, this can mean one public sector employer hiring staff who have been fired for defrauding another elsewhere in the country, or government paying a benefit to someone known by another public body as having tried to access

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

services with false identity documents.

The list can, and does, go on and on.

So it is welcome news that the Fraud, Error and Debt Taskforce has accepted that data-sharing is key to stopping fraudsters in their tracks. When a fraudster is identified by one public body, that information should be available to protect other bodies from similar attacks. Fraudsters aren’t picky as to who or what they attack – be it the public or private sectors, or even individuals. A proportionate and workable response needs to reflect that we are all in this together.

BIG PICTURE As part of their strategy, ministers need to look beyond the “big win” departments.

They must drive a culture of fraud prevention across the whole public sector. The DWP and HMRC will no doubt reap significant benefits from the identification of fraud but for other departments and agencies the financial benefits may be less clear.

About CIFAS CIFAS is a not-for-profit mutual with members from the public and private sectors. It is dedicated to the prevention of fraud and the identification of financial and related crime. Visit www.cifas.org.uk for further information. hostile environment for illegal immigrants is a key objective of the coalition, and this data-sharing is helping to make that happen.

Therefore, the government must make sure that its strategy looks beyond immediate financial returns and it must accept that some bodies will have to act as “loss leaders” as part of a bigger battle.

That’s a bold direction to take in these straitened times, but it is the right one.

Making the UK a hostile environment for illegal immigrants is a key objective of the coalition, and this data-sharing is helping to make that happen HM Passport Office and the DVLA, for example, will likely see little in the way of financial benefits when implementing fraud data-sharing strategies. But the counter‑fraud community knows that false and fraudulently obtained identity documents are key enablers of fraud.

The UK Border Agency (UKBA – now part of the Home Office) understands this point and shares with CIFAS details of those people who have no right to be in this country, so they are unable to gain access to financial products and services.

Making the UK a

DATA MUST BE SHARED Data-sharing is the approach that was pioneered 25 years ago by CIFAS and which continues to deliver significant savings for participating organisations across all sectors.

It must be at the heart of any fraud prevention strategy and CIFAS is pleased that the government is planning to adopt best practice in this regard.

However, limited data-sharing about frauds will only get government so far – in order to fight fraud and fraudsters effectively, fraud data must be shared between the public, private and third sectors for the benefit of all.

Fraudsters attack every sector. To fight back effectively, all sectors must stand together. L FURTHER INFORMATION www.cifas.org.uk

CIPFA 2013 CONFERENCE

Lord Heseltine sees Local Growth Funding as a ‘significant start’ Public Finance editor Mike Thatcher reports from CIPFA’s annual conference, which too place between 9-11 July in West London Lord Heseltine has described the government’s proposed funding for the local growth pot as a ‘significant start’, despite it being well below the figure recommended in his No stone unturned report.

The former deputy prime minister had originally called for £49bn over four years plus £9bn from European funding to help stimulate growth and boost local areas. In the Spending Review, however, Chancellor George Osborne only promised £2bn a year.

But Heseltine told delegates at the CIPFA conference that the actual figure on offer was £20bn. This comprised the £2bn over six years, £5bn of European money and £3bn from the Regional Growth Fund and City Deals.

“Is £20bn a fixed sum of money that anyone else can remember the government making available for local people to spend? I can’t remember any initiative of that sort in my life. So it’s a start, a significant start,” he told the conference.

FUNDS RISING Speaking later to Public Finance, Heseltine suggested that the sums available for the local pot could grow over time: “The chancellor used an interesting word when he described the funds as ‘rising’ through the period. I think it’s his intention to get the thing under way, to see it as part of a long-term trend. And it is now up to local people to prove the faith that is being shown in them is justified.”

In his speech at the London conference, the Tory grandee emphasised the importance of ‘gearing’, with private sector investment supplementing government funding: “What would the gearing be? I don’t know. If it’s one-to-one that’s £20bn we didn’t have before; if it’s one-to-two that’s £40bn we didn’t have before.”

Much of the public sector funding will be transferred from Whitehall budgets.

The money will then be invested through Local Enterprise Partnerships, which bring together local authorities and businesses.

Heseltine suggested that the transfer of the funds from central to local control had not gone down well in Whitehall: “Just think if it was your money that somebody else was getting. That is not a formula for popularity. Of course, there is civil war and the civil war will go on,” he told delegates.

“If the local pot advocates and

practitioners do it weakly or badly, central government’s claws will be into that money as fast as you know.”

Mariana Mazzucato, professor of science and technology policy at the University of Sussex, spoke at the same conference session and highlighted the importance of public sector-led innovation, Mazzucato said it was wrong to suggest the state’s role was simply to fix market failure. In reality, governments had played a key role in a number of innovations such as the internet and the iPhone.

She gave the BBC as an example, pointing out that it had not restricted itself to ‘documentaries about giraffes and ballet’ like other public broadcasters around the world. “The BBC has done soap operas, but it also created the iPlayer, which is one of the most innovative platforms for brodcasting around the world. And it was done inhouse – they did not outsource it to Serco as much of government has been doing.”

PF2 FUNDING ‘HESITANCE’ Meanwhile, Local government is hesitant to develop projects using the government’s PF2 funding initiative due to the ‘limited’ number of schemes that can be taken forward, the chief executive of Local Partnerships has said.

Speaking at the CIPFA conference, Judith Armitt said there was only a small programme of school building projects currently being taken forward using PF2, which is the government’s flagship

Finance

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

CIPFA discussion paper suggests local authorities should control council tax and rates Whitehall should give up control of council tax and allow authorities to set their own rates, a CIPFA discussion paper has suggested.

Launched at the institute’s annual conference, which took place at Novotel London West Hotel between 9-11 July, the paper Austerity and beyond will act as a consultation document and help to inform CIPFA’s policy stance ahead of the next general election.

It is seeking answers to how local government might develop over the current period and into the next one.

As well as suggesting councils take over council tax rates, the paper questions the government’s part-localisation of business rates and whether this could lead to a race to the bottom and a ‘beggar my neighbour’ approach from competing local authorities.

CIPFA chief executive Steve Freer said: “We need to see meaningful engagement with local public bodies and for the rhetoric of localism to fast become a reality.

“We’ve heard over the past few days of CIPFA conference how well local public services have managed the impact of reduced funding so far. However, public sector leaders both here and in our research are expressing major concerns for the sustainability of frontline services over the next few years.”

DOWNLOAD THE PAPER tinyurl.com/oan5xf3 replacement for the Private Finance Initiative.

Under the scheme, the public sector will become a shareholder in the special purpose vehicles that build, fund and operate schools, hospitals and other public infrastructure. This is intended to address criticisms that only private sector firms profited from original PFI deals. L READ MORE FROM THE 2013 CIPFA CONFERENCE www.publicfinance.co.uk

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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CITIZEN FEEDBACK

A complaint can provide important insight on where there is need for improvement or an opportunity for innovation in public services, and should not be feared, argues Jo Casebourne, director of policy and social innovation at charity Nesta Complaints are not often associated with innovation and creativity. When we think of complaints, we think of frustration, failure and poor service. Receiving lots of complaints is seen as something to be wary of, not celebrated. But getting complaints show that people think it’s worth complaining and that they will be listened to, and that they believe that they have power to influence the system.

They are a good sign of democracy in action.

A complaint – defined as any expression of dissatisfaction, where a response or resolution is explicitly or implicitly expected – identifies a problem, or at the very least a gap between people’s expectations and what was delivered. Though the usefulness of complaints may vary just like any feedback, a complaint can provide important insight on where there is need for improvement or an opportunity for innovation. And with advances in information and communication technologies, making and receiving complaints is becoming more and more commonplace.

FUELLING INNOVATION But are complaints changing public services?

As the services we turn to at times of need such as the death of a loved

one, ill health, financial risk or our children’s education, complaints in public services are dealt with seriously and systematically. But do they lead to innovation? To what extent do complaints help public services adapt to today’s rising and complex demands?

How can public services use complaints to listen, and engage with the public as co‑producers of better outcomes? And how can public services make it easier for people to complain and encourage them to do so?

These are some of the questions we address in our report ‘Grumbles, gripes and grievances: the role of complaints in transforming public services’. We’re particularly interested in complaints because we think they can help to re-shape the relationship between individuals and the public services they use.

A LOOK AT THE PAST But the way that public services are currently organised remains largely a legacy of the way the post-war welfare state was designed, along with market-oriented changes of the 1980s and beyond, and an understanding of how best to manage delivery based on targets and centralised control. Despite lots of examples of innovation and moves towards more personalised services, the majority of public services place the public in a passive role, the recipient of relatively standardised and uniform services.

Given the changing nature of demand, we argue that public services need to be centred around citizens and responsive to their needs, and work in different ways to engage and involve the public, communities and frontline staff. And responding differently to complaints is one way of doing that.

Complaints can help to identify and prioritise need; highlight opportunities to E

Written by Jo Casebourne, director of policy and social innovation, Nesta

LOOKING AT COMPLAINTS DIFFERENTLY

It is frequently recognised that public services need to change. People want better outcomes, care about public services and expect them to be delivered well. Our demands and expectations of what public services can and should deliver are rising, in part in response to service innovations in other areas of our lives. New technology is rapidly changing how we access media and the news, how we communicate, how we shop and share goods. The growth of apps and social media tools makes giving feedback a part of everyday life. We expect responsive public services to adapt and change.

Public Service Delivery

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

ints Compla d sign o are a goocracy in of dem ey identify Th action. lem, or a gap a prob en people’s betwe ctations expe at was and wh ered deliv

Volume 20.4 | GOVERNMENT BUSINESS

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CITIZEN FEEDBACK  change; challenge established wisdom; co-create and co-produce solutions; and uncover system failures.

Once complaints have been made, how do we ensure that they are acted on and are valued, so that those complaining are satisfied and so that services develop in response?

People only complain rather than ‘exit’ from a service if they think that complaining will be effective and that they will be listened to and that their complaint will be taken on board.

Complaints provide an opportunity to open a dialogue with the public. This means being open to criticism and making it easy for people to complain by seeking and encouraging feedback. It means being responsive in dealing with complaints, responding appropriately, having a culture of listening to what citizens have to say, learning from it and working with them to co-produce better outcomes.

EXAMPLES OF INNOVATION Our report highlights some great examples of how complaints can get the public and service deliverers working together to transform public services.

While technology is breaking new barriers in parts of the public sector many important innovations in the online environment are being led by citizens themselves. Patient Opinion is an example of a citizen-led innovation enabling users of health services to join forces and voice their feedback and complaints.

A social enterprise, founded by former GP, Paul Hodgkin, Patient Opinion has grown from a forum for reporting complaints, to a respected platform for patient feedback.

Many registered health organisations are now listening and responding. Some NHS trusts pay for a live feed facility which allows for prompt responses to complaints or suggestions from members of the public.

When it comes to eliciting complaints, there are many examples of innovations in online, mobile and citizen-led channels for complaining. Creating innovative online platforms and mobile apps such as FixMyStreet for citizens to report problems, or make complaints about services, is a

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Complaints provide an opportunity to open a dialogue with the public. This means being open to criticism and making it easy for people to complain by seeking and encouraging feedback.

It means being responsive in dealing with complaints, responding appropriately, having a culture of listening, learning from it and working with complainants to produce better outcomes way of anticipating problems and initiating prompts for change and innovation.

FixMyStreet is a digital intermediary where individuals can upload photos to report problems to their local authority through their phone. It is used by a large number of local authorities in the UK and is a tool for individuals to report a problem rather than having to make a complaint that a problem has not been fixed.

Moffatt Community Flood Group provides a different way to achieve savings. Their willingness to co-produce by ‘adopting’ drains helps avoid the failure of the drainage system and prevent the huge financial costs of severe flooding.

The community had repeatedly complained about flooding, and were angry with the agencies not accepting responsibility.

They formed a Flood Resilience Group to be pro-active to the threat of flooding.

To help reduce the risk, residents have agreed to “adopt” a drain, notifying the Council if it needs to be unblocked.

Complaints help identify blind spots in operational contexts, and thereby hold the key to unlocking innovation and improvement.

The Homeless Discharge Project at Arrowe Park Hospital in the Wirral, shows one such blind spot. The problem had been completely missed by hospitals and councils until it was raised by homeless people.

Homeless patients were being discharged with little support, resulting in poor health outcomes. They complained about the support both on admission and in relation to early discharge. The local acute hospital worked with the council to fund a link worker to improve the level of support.

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PEOPLE POWER Key to all of this is the great people we have delivering public services. We make some recommendations in our report for a few key things we can do to make a difference.

We suggest keeping a range of channels open for complaints, providing choice in the way complaints

Public Service Delivery

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

can be made, and using new technology to record and respond to complaints, therefore making it easier to complain and to collaborate to resolve complaints).

We urge public authorities to communicate effectively and give people more immediate feedback so that they understand how their complaints are being dealt with, and to learn from complaints data alongside other sources of intelligence to redesign services.

We also recommend local authorities inform complainants of the analysis and outcome of complaints, thereby improving accountability and giving opportunities for people to collaborate in co-producing service redesign.

Other suggestions include leading a culture of openness (strategic leadership is needed to create a listening culture), and giving frontline staff the power and flexibility to quickly resolve complaints and feed into change and innovation (avoiding processes that formalise complaints too quickly).

ADVICE FOR ALL LEVELS We also make specific recommendations for those involved in dealing with complaints about public services at different levels: Senior leaders should prioritise innovation; use complaints as source of ideas and innovation; create an open atmosphere; and ensure accountability.

Managers should create an open culture that values complaints; train and empower frontline staff to make changes to improve customer experience in response to complaints.

Complaint specialists should embrace new technology to make it easier to elicit complaints; use complaints data to stimulate innovation; co-produce solutions with service users.

And commissioners should include complaint handling as a criterion in awarding contracts; ensure providers embed learning from complaints.

Let’s grasp the opportunity to use complaints to deliver better outcomes for all of us. L FURTHER INFORMATION Grumbles, Gripes and Grievances: The role of complaints in transforming public services is available to read on Nesta’s website at www.nesta. org.uk/complaints_report

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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HUMAN RESOURCES

TURNING BAD TIMES INTO GOOD TIMES

The impact of the recession on workers in the public sector has differed significantly compared to their counterparts in the private sector. Despite tentative murmurings of economic recovery, the effects of the downturn are still being keenly felt by public sector employees, with further warnings of job losses being made just a few months ago.

And the challenges look set to continue for years to come with public sector pay rises being capped at one per cent until 2014, and warnings that the salaries of many public sector staff will remain below the level of inflation until at least 2016.

Several studies have noted the effects of the cuts on morale. 53 per cent of public

Written by Jessica Pryce-Jones, Head of the iOpener Institute

Job cuts and wage freezes in the public sector can have a negative impact on staff morale. But with research suggesting that a happy workforce is a more productive workforce, Jessica Pryce-Jones argues that it only takes a few simple steps to improve staff happiness and wellbeing

Staff Wellbeing

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

ho Staff w ey’re th believe rong job, in the w nnected or co feel dis colleagues dislike become will d and dispiritergised de-ene

sector workers surveyed

by TotalJobs.com said that morale was low, compared to 17 per cent who said it was high. And in the same survey, Four out of 10 respondents indicated that the public sector is no longer an attractive career option. Similarly, a survey by recruitment consultants Badenoch & Clark identified widespread pessimism about future prospects for promotion and worries that benefits and salaries would bear the brunt of proposed spending cuts.

IMPACT ON PERFORMANCE The levels of happiness and well-being felt by staff in the work place directly impact their productivity. ‘Happiness’ and ‘well-being’ are not some kind of soft concept, but can be finely calibrated. The iOpener Institute has collected over 30,000 management interviews assessing the identifiable key components of Happiness at Work:– positive factors such as recognition, respect, and time on task; as well as negative indicators E

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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HUMAN RESOURCES

Staff Wellbeing

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

About the author Jessica Pryce-Jones is joint‑founder of the iOpener Institute for People & Performance which provides practical solutions to common and complex workforce issues, including examining the factors that contribute to resilience and how it can be maintained.

If staff are not confident, they won’t make decisions, take risks or invest in development. Confidence is the gateway to productivity

 such as likelihood of leaving or sick days.

When examining the responses of government employees specifically, the particular areas of happiness where the government sector is behind the curve can be identified.

Motivation consists of wanting to do your job because you feel competent in what you do, connected with what you’re doing and have choice as you go about it. It is the feeling of being consistently confident and capable and allows you to get on with your job. Motivation is a core part of feeling happy at work, and therefore being productive. Our database shows that motivation is 14 per cent lower in government employees, when compared with the all-sector average.

It is also evident that there is discontent with the culture and the environment in which government workers operate; the extent to which employees believe they operate in a fair culture is 12 per cent lower than the average across all industries.

IMPROVING THE SITUATION But what does this mean for productivity?

Analysis of the iOpener Institute’s database shows that the happiest employees are 50 per cent more productive and take only 33 per cent of the sick leave, compared to the least happy staff. And for government employees in particular, the average ‘time on task’ is 56.3 per cent, compared with 61.1 per cent on average across all sectors.

Government organisation managers may feel that a fall in the level of employee happiness, and therefore productivity is inevitable. However to have the best chance of improving and maintaining employee well-being there are some practical steps that managers can take.

First step is effort: staff will never be productive without clear goals, without precise

and well-articulated objectives that lead to those goals and without addressing problems that arise on the way. That means that they must have ability to raise issues and have access to superiors that can help them solve these issues too. Constructive, timely and actionable, feedback helps employees contribute even more while personal appreciation

Her book, Happiness at Work: Maximizing Your Psychological Capital For Success was published in 2010 both in the UK and in the USA. She’s currently working on her second, which is looking at how leaders create high performing and happy organisations. that their approach is as equitable as possible.

Long-term engagement is a must. This is about commitment, the long-term engagement between employee and employer. Having to work hard in a job you feel stuck in is energy draining at best and, associated with higher illness at worst. This tells organisations that they need to regularly and convincingly communicate

53 per cent of public sector workers surveyed

by TotalJobs.com said that morale was low, compared to 17 per cent who said it was high. And in the same survey, four out of 10 respondents indicated that the public sector is no longer an attractive career option goes a long way to boosting productivity.

Interestingly, negative feedback which is poorly given doubles sick leave.

Next to be considered is short-term motivation: good organisations encourage motivation by helping staff own issues and take responsibility. And they do that at a level that fits with an individual’s skills, strengths and expertise levels.

How well an employee fits into a team can have a major impact. Staff who believe they’re in the wrong job, feel disconnected from the values of the workplace or dislike their colleagues will become dispirited and de‑energised. And all of that feels much worse if decisions in the workplace are perceived to be unfair. Managers can address this by being as transparent as possible about why decisions are made, explaining why resources are allocated in the way they are, and making sure

their strategy, along with tangible proof of how that strategy is being implemented.

Next to consider is self-belief: If staff are not confident, they won’t make decisions, take risks, or invest in development.

Confidence is the gateway to productivity and our data shows that a primary indicator of confidence is that things get done.

In difficult times, it is easy to simply try and browbeat employees into meeting difficult goals, yet this rarely succeeds, and is never sustainable. Employee happiness is not a ‘nice-to-have’ that can wait until the economic landscape looks brighter and budget squeezes have ended, it is in fact essential for government organisations to have any chance of meeting the aggressive targets imposed upon them. L FURTHER INFORMATION www.iopenerinstitute.com

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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EXPLOSIVE PUBLIC EVENTS

Firework Displays

PUBLIC EVENTS

In an increasingly litigious and risk averse society, it is vital that the commissioners of firework displays take due care in awarding contracts to ensure not only that the greatest artistic production can be achieved, but that it can be achieved at sensible cost and with as low risk as possible Written by Dr Tom Smith, British Pyrotechnics Association

When commissioning firework displays, it is not simply a case of the biggest ‘bang for the buck.’ Publicly funded events place an unusual responsibility on event enforcers who need to be assured that the professionally fired shows are truly being fired by professionals who understand the risks that are being created. E

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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About Us Skyline Promotions, established in the late 1980s are an Oxfordshire-based company specialising in making that lasting impression or memorable occasions. We have many years experience providing tailor made displays and are proud to say that our international reputation as firework experts has been established by stunning event displays, backed by meticulous organization, creativity and an excellent safety record.

We have won 3rd Place in The British National Firework Championships at Plymouth, 2005.

Spectacular displays for memorable occasions Corporate events, special occasions, perfect endings to the perfect weddings, memorable parties, product launches: our friendly team of experts, design spectacular displays that will stun your guests and make the occasion exclusive and unforgettable.

Displays can also include aquabatics, lasers and music – displays are precisely designed to your individual requirements.

Technical expertise All members of the Skyline team are highly trained, friendly and supportive. Our principal, Derek Hayes, is an acknowledged expert in the field, so we can be confident in stating that our artistry is backed by strict attention to detail – we believe it is rocket science!

Promoting customer safety We have always believed that safety is a priority. Our display crews undergo rigorous training to guarantee that safety standards are always maintained. We are also accredited with recognised pyrotechnic and firework regulatory bodies.

Contact Skyline Promotions 7 Tait Drive Upper Heyford Bicester Oxon OX25 5TL Telephone: 08452 606247

Firework Displays

PUBLIC EVENTS

The history of fireworks The earliest documentation of fireworks dates back to 7th‑century China, where they were invented.  UNDERSTANDING THE RISKS Firework displays are not risk free – in the same way that any other aspect of a major event is not risk free – the transport used by the public attending the event, for example.

What is vital is that the risks are carefully managed and are as low as possible – under the conditions that display will be fired.

The process of managing the risks involves all parties – the event organiser, the event producer, the enforcing authorities and the firework contractor – and requires a sound comprehension of the risks involved. Where the site is flexible, then it may be possible to tailor the firing position (e.g. on barges) to maximise the fallout area (because some of what goes up will, inevitably, come back down) or alternatively the show must be designed to maximise the potential for firing under a variety of ‘most likely’ and ‘worst case’ scenarios.

Careful consideration must also be given to what is achievable under a variety of meteorological conditions – the weather on the night of the display, especially in November or for New Year, is unlikely to be that during the pre-event site visits.

BE REALISTIC From an event safety point of view, a realistic appreciation of the risks is also vital and the event organisers must be clear what level of risk is expected. At the Melbourne Commonwealth Games in 2004 we calculated that from all the fireworks fired from the roof of the Melbourne Cricket Ground stadium approximately seven pieces of debris would reach the audience. Careful choice of firework types and rigging methods, however, determined that none of those pieces would cause any significant injury to spectators, performers or athletes. The Victoria government and the event organisers were prepared to accept this level of risk, and in the end there were two minor claims for marking of clothes. If an attitude of ‘zero risk’ had been adopted then it simply would not have been possible to fire any fireworks from the stadium roof. Their view (backed up with sound technical assessment) meant the show could go ahead – and the techniques developed and the lessons learnt have been used at similar scale events around the world since, even when the authorities have not been, perhaps, so enlightened. E

k Fireworare s display e. What -fre not risk is that the is vital e carefully risks ar ed and are manag s possible a as low er firing und ions condit

Fireworks are made up of two important Chinese inventions – paper and gunpowder. The fireworks were used to accompany many festivities.

It is a part of the culture of China and had its origin there; eventually it spread to other cultures and societies.

Fireworks are generally classified as to where they perform, either as a ground or aerial firework. In the latter case they may provide their own propulsion (skyrocket) or be shot into the air by a mortar (aerial shell). The most common feature of fireworks is a paper or pasteboard tube or casing filled with the combustible material, often pyrotechnic stars. A number of these tubes or cases are often combined so as to make, when kindled, a great variety of sparkling shapes, often variously coloured. The skyrocket is a common form of firework, although the first skyrockets were used in war. The aerial shell is the backbone of today’s commercial aerial display. Ground fireworks, although less popular than aerial ones, create a stunning exhibition.

These types of fireworks can produce various shapes, such as simple rotating circles, stars and 3D globes.

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PRORANGE

Cat 4 Fireworks for Professionals

OUR PRODUCTS ARE CE RATED

PUBLIC EVENTS  COMMUNICATING CONTINGENCY The largest displays, like that on the Thames for New Year, will also involve the cooperation of the media – and the event planning can and should include a number of alternative display firing schemes so that all those involved can be suitably briefed before the display commences. The number of people travelling to London (74 per cent of the live audience live outside London) to see the New Year display is such that if the event is to be severely curtailed or even cancelled, then they need to know from about noon on New Year’s Eve, and the on-site security staff, marshals, the media and the transport authorities need to react accordingly. In addition there is an estimated TV viewing audience in the UK alone of more than 13 million, and hence broadcasters need to also be fully aware of the contingency planning well before the event takes place.

Add to the equation the estimated £30 million boost to London’s economy as a direct result of the event and it can be seen that not only is it vital to hold such events, but to ensure that the planning processes in place to manage them successfully, be it crowd management, transport infrastructure, and the event contingencies themselves are all in place.

an example of where this co-operation and event planning work really well. The event, funded by Plymouth City Council, attracts over 200,000 people each year and boosts the local economy by approximately £5 million annually – the cost of the actual fireworks ‘per head’ of the viewing audience is in the order of a few pence! Six displays (three each on two consecutive nights in mid-August) of 10 minutes each showcase new products and the highest level of the firework display designers’ art. But behind the scenes is a complex operation involving extensive event planning and determination of constraints for each competitor, let alone the task of organising the judges.

SEEING THE BIG PICTURE Our role during the planning phase of major events is probably best described as ‘honest broker’ between the event organisers and the firework display contractors. What an event organiser may want may be impractical to achieve, and what a firework contractor may propose may not be appropriate under the conditions imposed by the event. Our role is to independently assess the two, often opposing, regimes and to formulate objective curtailment and cancellation criteria that all parties can ‘sign up’ to before the event even starts.

At smaller events this task is carried out by the event organiser and the contractor themselves but the same basic features should be examined. Questions should include the following: What fireworks are suitable for the display under the widest variety of conditions on the site, at the time and date of the display? Does the site offer flexibility to maximise the likelihood that a display can be fired – have such possibilities been identified?

What cancellation and curtailment criteria are there and how will these be monitored?

What plans and procedures are in place to modify or even halt the display up to and including the time of firing the display itself?

If the contractors tendering for an event cannot provide this basic information and agree how to proceed, then perhaps they are not the right company for the job. E

Careful ion rat conside given must beological r to metes – weather n conditioight is unlikely on the ne the same t to b re-even p g n i r u d ts site visi

A THOUGHT FOR THE ENVIRONMENT It is interesting to note that the environmental impact (in terms of pyrotechnic combustion by-products) for an event such as the London New Year’s Eve displays is about one five-hundreth of that produced by the various transport methods used to get the 500,000+ audience there. Of course there are those naysayers who assert that not holding the event would mean all these ‘pollutants’ would be saved from reaching the atmosphere – but national events need to be appropriately celebrated, and the population needs and deserves to be entertained – and the fireworks themselves contribute so little to the overall environmental impact of the event as to be negligible.

The British Firework Championships, held annually at Plymouth for the last 15 years, is

Training for firers

Firework Displays

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

In 2003 the British Pyrotechnists Association introduced a Firer’s training scheme for its members and other professional display companies, to help set a common standard of safety and knowledge throughout the professional display industry.

The scheme requires candidates to undertake a course of training in accordance with a detailed syllabus, after which they sit an exam. Successful candidates are then issued with a BPA Firer’s identification card to show that they have undertaken the training course and passed the exam. The Association maintains a register of firer’s on its website that can be checked by anyone wanting to verify the authenticity of BPA Firer’s identification.

The scheme currently has over 1700 registered members.

It is developed and adapted to accommodate changing legislation and practices, and is based on a sound knowledge of the hazards associated with: Basic Firework Chemistry; Firework types; Firework effects; Fireworks in transport; Rigging techniques; Site design; Firing methods; Fallout considerations; Disposal.

It is not a replacement for other statutory provisions (e.g. relating to training of drivers) but provides a sound basis for safe operation.

The courses are available for assistant operators at display sites with limited experience, and senior firers who have passed a Firers level and have extended their experience.

City and Guilds are recognised as the World leaders in work related training programmes and this accreditation gives our candidates and those that depend on them the assurance that their training meets the highest quality standards.

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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MLE Pyrotechnics Limited Units 14-16, Bentley Way, Royal Oak Industrial Estate, Daventry, Northants, NN11 8QH

100% of shows fired digitally electronically. Importers.

Award winning international display team.

UK partners for some of the world’s leading Spanish / Italian factories.

Large scale event organisation and production.

British Firework Champions Phone: 01327 876037 Email: mail@mlepyrotechnics.co.uk www.mlepyrotechnics.co.uk

PUBLIC EVENTS  FINDING THE RIGHT PEOPLE FOR THE JOB So what do we recommend in the UK that commissioners of displays to look for?

The British Pyrotechnists Association has been the trade body for the UK’s professional display companies for many years and its members operate to a Code of Practice and uphold the highest standards. BPA membership is currently some 46 of the largest and best established UK companies.

The BPA has developed two training courses for professional firers, and its Firework Firer and Senior Firer courses are endorsed by City and Guilds. Over 1,500 people have now successfully achieved one of the qualifications, and have been issued with ID cards backed up by a listing on the website to authenticate them.

The Explosive Industry Group of the CBI (CBI/ EIG), although not a Trade Association, has endorsed this course and recommends its own members adopt similar principles. There are currently about 85 firework company members of EIG, ranging from the importers and manufacturers of consumer fireworks and theatrical pyrotechnics to the largest display companies in the UK. The EIG membership also includes manufacturers, importers, transporters, storage companies and users of both civil and military explosives and the expertise from the whole sector is made available widely via a series of industry Guides and Codes of Practice, many of which are relevant to the organisation or professional firework displays.

The failed Gunpowder Plot Guy Fawkes, born in 1570, was a member of a group of provincial English Catholics who planned the failed Gunpowder Plot of 1605.

Fawkes was born and educated in York. His father died when Fawkes was eight years old, after which his mother married a recusant Catholic.

Fawkes later converted to Catholicism and left for the continent, where he fought in the Eighty Years’ War on the side of Catholic Spain against Protestant Dutch reformers.

He travelled to Spain to seek support for a Catholic rebellion in England but was unsuccessful. When Fawkes returned to England, he met Robert Catesby, who planned to assassinate King James I and restore a Catholic monarch to the throne.

The plotters secured the lease to an undercroft beneath the House of Lords, and Fawkes was placed

Members of both organisations will be able to provide a professional service which has a proportionate level of risk management to the scale of the event.

It is simply neither practical or appropriate for the organisers of every display to examine the potential risks and plan contingencies to the same level as something on the scale of the Olympic and Paralympic opening and closing ceremonies – but

Firework Displays

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in charge of the gunpowder they stockpiled there. Prompted by the receipt of an anonymous letter, the authorities searched Westminster Palace during the early hours of 5 November, and found Fawkes guarding the explosives. Over the next few days, he was questioned and tortured, and eventually he broke. Immediately before his execution on 31 January, Fawkes jumped from the scaffold where he was to be hanged and broke his neck, thus avoiding the agony of the mutilation that followed.

Fawkes became synonymous with the Gunpowder Plot, the failure of which has been commemorated in England since 5 November 1605. His effigy is traditionally burned on a bonfire, commonly accompanied by a firework display.

if that level of management is not possible then the experience and expertise of these companies, developed over many years, will produce stunning spectacles that are as low risk as is possible for the site, the conditions and the budget. L FURTHER INFORMATION www.pyro.org.uk

About the author Dr Tom Smith graduated from Oxford University in 1983 with 1st class honours in Chemistry and subsequently gained his Doctorate, again at Oxford, in 1985.

After working in the chemical industry for three years, and as a computer lecturer for a further year he joined Kimbolton Fireworks in 1989 as display manager in control of, eventually, some 200 firework displays each year. His responsibilities included all aspects of planning, including site survey, design, choreography and production, as well as managing production of specially designed items, firing system design and software design for pyromusical display choreography.

Tom was responsible for several major displays including VJ Day on the Thames in 1995 (the largest display in London to that date); Hong Kong Handover display in 1997; and the Montreal Pyromusical competition in 1993 (Silver Jupiter) and 1996.

During this time, and subsequently, Tom also represented the UK firework industry on a number of government working groups including: Packaging of Explosives and Control of Explosives (1991); Manufacture and Storage of Explosives (1992/3 and 1996-2001); Classification and Labelling of Explosives (1993/4).

Dr Tom Smith is currently chairman of the CBI Pyrotechnic Group (www. eig.org.uk) and Secretary of the British Pyrotechnists Association (www.pyro.org.uk). He is also the Managing Director of CarnDu Limited (www.carndu.com), an independent explosives consultancy.

What’s more, Tom is the co‑developer of the Shellcalc© programme for informing risk assessment at displays and is the author of a recent textbook – Firework Displays: Explosive Entertainment (www.fd-ee.com).

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EXTERNALCOMBUSTION Grand Fireworks, Pyrotechnic Performance & Machine Art

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Artistic strength matched with high production values, safety standards and technical mastery.

Drop us a line or check out the web site and find out more about our work.

Main office: 11 Lees Hall Road, Sheffield, S8 9JH E: info@externalcombustion.com W: www.externalcombustion.com

Tel: +44 0114 2491316

FIREWORKS PYROTECHNICS SPECIAL EFFECTS where experience & design count Phenomenal Fireworks is a professional firework display company with a fantastic track record of client satisfaction.

If you still can’t decide about our extensive range of firework displays then why not call us for advice or to discuss your firework requirements, and, if required, we can supply you with contact details of previously satisfied clients.

Freephone 0800 118 29 21 enquiries@fireworkdisplay.co.uk

* Professional Firework & Pyrotechnic display company. * BPA qualified Staff. * Displays large & small across the UK, both indoor & outdoor. * Displays in challenging & unusual locations. * Individually designed displays & Pyro-musical displays a speciality.

www.pyro-vision.com email info@pyro-vision.com

Regional Offices

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

Surrey/Kent 01883 743335 Lincolnshire 01775 630114

PUBLIC EVENTS

Firework Displays

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

OUT WITH A (SAFE) BANG

Public firework displays should be enjoyable and spectacular occasions – but they obviously need responsible planning. The Health & Safety Executive dishes out guidance to help you plan and safely execute public firework displays, big and small

ber, Rememry 4 catego may ks firewor used by only be al firework ion profess operators. In display ined hands untra can be they lethal

If you are organising a major public event, you will clearly need a robust and detailed approach to planning as well as professional involvement. If you are holding a local firework display, such as those organised by many sports clubs, schools or parish councils, you still need to plan responsibly, but the same level of detail is not necessary or expected.

Below are some tips and guidance to help you.

LOCAL EVENTS Before the event, think about who will operate the display. There is no reason why you should not light a display yourselves provided it only contains fireworks in categories 1, 2 and 3. But remember, category 4 fireworks may only be used by professional firework display operators.

In untrained hands they can be lethal.

Consider whether the site is suitable and large enough for your display, including a bonfire if you are having one. Is there space for the fireworks to land well away from spectators? Remember to check in daylight for overhead power lines and other obstructions.

What is the direction of the prevailing E

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www.skyburst.co.uk

0800 0744 636

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The sky is the limit The UK Firework Company offers bespoke Firework Display solutions to the UK Commercial Market. Operating out of our distribution centre in the West Midlands, we are able to provide the highest level of service but at a very competitive price.

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Company contact details Tel: 08458 620 968 email: sales@ukfireworkcompany.co.uk web: www.ukfireworkcompany.co.uk

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

08705 329 201 british-thornton.co.uk sales@british-thornton.co.uk

PUBLIC EVENTS

The HSE has published guides on the subject of running public firework displays, managing safety, and crowd management. Visit www.hse.gov.uk for more information

 wind? What would happen if it changed?

Think about what you would do if things go wrong. Make sure there is someone who will be responsible for calling the emergency services. Make sure you obtain the fireworks from a reputable supplier.

If the display is to be provided by a professional firework display operator make sure that you are clear on who does what especially in the event of an emergency Ensure you have a suitable place to store the fireworks. Your firework supplier or local authority should be able to advise. If you plan on selling alcohol the bar should be well away from the display site.

the fire and any helpers know what to do in the event of a burn injury or clothing catching fire.

Never attempt to relight fireworks. Keep well clear of fireworks that have failed to go off.

The morning after, carefully check and clear the site. Dispose of fireworks safely. They should never be burnt in a confined space (e.g. a boiler).

THE DAY OF THE EVENT Recheck the site, weather conditions and wind direction. Don’t let anyone into the zone where the fireworks will fall – or let anyone other than the display operator or firing team into the firing zone or the safety zone around it. Discourage spectators from bringing drink onto the site. And don’t let spectators bring their own fireworks onto the site.

If you will also have a bonfire at the display then you should check the structure is sound and does not have small children or animals inside it before lighting it. You should not use petrol or paraffin to light the fire, and have only one person responsible for lighting the fire. That person, and any helpers, should wear suitable clothing, e.g. a substantial outer garment made of wool or other low-flammable material. Make sure that the person lighting

MAJOR EVENTS For major displays, particularly those involving category 4 ‘professional’ fireworks or very large number of spectators, a more robust approach is obviously needed.

Plan and mark out the areas for spectators, firing fireworks (and a safety zone around it) as well as an area where the fireworks will fall.

Think about how people will get into and out of the site. Keep pedestrian and vehicle routes apart if possible. Mark exit routes clearly and ensure they are well lit. Ensure emergency vehicles can get access to the site.

Appoint enough stewards/marshals.

Make sure they understand what they are to do on the night and what they should do in the event of an emergency.

Contact the emergency services and local authority. If your site is near an airport

Firework Displays

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you may need to contact them. What’s more, you should signpost the first aid facilities.

INSURANCE Although it is not required by health and safety law, if you are holding a public firework display, it’s a good idea to have public liability insurance. Bear in mind that not all companies are used to dealing with this type of event, and as with any other type of insurance, it’s worth shopping around: look for a company that’s used to insuring firework and other public events – you are likely to get much better deal and avoid unsuitable terms and conditions.

If you have difficulty with the standard insurance terms, talk to your insurer and find a way forward; they can be very helpful.

The HSE has published guides on the subject of running your own firework displays, managing safety, and crowd management. L

Extract taken from the HSE website, www.hse.gov.uk FURTHER READING www.hse.gov.uk

Maintaining pyrotechnic standards and requirements for firework operators, businesses and event organisers The Pyrotechnics Articles (Safety) Regulations 2010 (PA(S)R) has brought about a number of significant changes to the UK firework and pyrotechnic sector, some of which came into force back in 2010, with some due to apply from 4 July 2013 but with some exceptions which disapply the Regulations until 4 July 2017.

There is now significant confusion as to how the new regulations apply, not only to firework operators but also to local authorities seeking to tender or commission firework events.

One particular concern that Illuminate Consult clients report with increasing regularity is the stipulation on local authority tenders and pre-qualification questionnaires that the firework operator must be a member of the British Pyrotechnists Association (BPA) or hold BPA-firer accreditation.

It is easy to see how this has arisen because the BPA is a substantial organisation and is well‑known and represented throughout the industry.

However, Illuminate Consult is also a representative organisation, being one of the UK’s leading pyrotechnics’ training and consultancy providers, working right across the sector to help organisations and individuals

raise and maintain standards to the required levels, while reducing the risks of liability.

Although somewhat smaller and younger, Illuminate Consult has impressive credentials. Since its focus on training in 2009, Illuminate has accredited over 400 individuals through various formal training courses. These include: theoretical competency for firers, practical firing, business owners, pyrotechnics and risk management.

Clients have included more than 50 companies, local authority groups and private individuals.

More recently, as a result of the PA(S)R requirements, Illuminate has trained almost 200 individuals to be certified as a competent “person with specialist knowledge” and this number grows weekly as the July 2013 deadline approaches.

No organisation can claim sole representation

for firework operators in the UK, with the course and competency certification offered

by Illuminate Consult and the BPA (amongst others) all having equal recognition in the UK market; providing the course delivery meets the instructional requirements laid out in the PA(S)R and there is demonstrable proof of the competency achieved.

The services offered by Illuminate Consult (which also includes a free firework operator competency verification facility via its website) are highly recommended and encouraged by Insurance Experts, which also recognises the competency training schemes offered by Illuminate Consult.

What is of utmost importance, is that all firework operators are in compliance with these new regulations by 4 July and it is certificated by the training provider.

Illuminate Consult will be happy to discuss any of the new requirements arising out of the Pyrotechnics Articles (Safety) Regulations 2010 and the company can be contacted at www.illuminateconsult.co.uk.

FURTHER INFORMATION www.illuminateconsult.co.uk

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Energy

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Practical methods for renewable energy and water management

Low Carbon, Low Cost Heat B I O M A S S H E AT I N G S O LU T I O N S REQUIRING ZERO INVESTMENT

Heat For further information call 01642 784400 or visit www.gaiaheat.com

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

Carbon Zero Consulting provides independent practical advice for viable, renewable methods to heat and cool your building.

Good ground source heating and cooling (GSHC) design must take into account building characteristics, as well as the geology and thermal properties of the ground.

Carbon Zero understands how to translate the UK’s variable and complex geology into good GSHC design.

The company’s 30 years’ experience in engineering aspects of geology and water resource management. This experience is directly applicable to the design of GSHC systems and has led to demand for its services over the 12 years that GSHC technologies have been present in the UK. Offering detailed input to some of the UK’s largest GSHC schemes for schools, colleges

and other large public buildings, the company has direct involvement in the development of industry guidelines for the Environment Agency and Ofgem.

The right advice is important at an early stage for all GSHC projects, and the company provides the service you require to ascertain scheme feasibility and develop appropriate designs.

Whatever the scale of your plans, Carbon Zero has the experience and approach to help.

FURTHER INFORMATION Tel: 0844 8550115 john@carbonzeroco.com www.carbonzeroco.com

CARBON REDUCTION

Energy

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On-site renewables at Yorkshire Housing Circus Building new-build housing scheme.

Credit: Kirklees Borough Council

Written by Frank Gordon, The Renewable Energy Association

LOCAL LOW-CARBON ACTION

The Renewable Energy Association’s Frank Gordon sums up recent policy measures which have created new low-carbon opportunities and support for local authorities

Policy developments including reforms to the planning system, clarity on housing regulations, and new legislation offer some exciting opportunities for local authorities in renewable energy and climate change prevention.

Those organisations willing and able to adapt and work within the new policy environment may be able to take advantage of some attractive opportunities.

‘general power of competence’), providing it is not illegal. This means more freedom to undertake commercial activities, borrow, raise finance and operate in a range of fields (although not to create new laws or taxes). The legislation creates the opportunity to create commercial operations generating renewable energy or offering energy efficiency measures for example.

The Act also enables local communities to create their own proposals for how they would like to see their neighbourhood develop as it introduces a new right for communities to draw up ‘neighbourhood plans’. These allow members of local communities to come together through a parish council or neighbourhood forum

New policy es measurted a ea have cr framework ive supportch arguably NEW POLICY whi e local l b a n e FRAMEWORK should ‑carbon The overarching low framework for local action authorities has been redrawn by the Localism Act 2011, which came into force last year. This legislation confers potential new powers and for the first time a local authority can undertake any activity an individual is entitled to (the

and determine the new local development they want to support in their area.

Local communities will be able to use neighbourhood planning to grant full or outline planning permission in areas where they most want to see new homes and development, potentially making it quicker for development which is locally supported to go ahead.

The strategic vision for the wider area will be set by the Local authority, and the local plan must be approved by a majority in a referendum. Local planning authorities will be required to provide technical advice and support as neighbourhoods draw up their proposals.

One implication is that installing renewables could be more straight-forward if local residents are in favour. For example communities and authorities supporting the jobs, investment, environmental benefits and energy security associated with renewable energy, or aiming for energy self-sufficiency, should find it simpler to pursue these aims. E

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Energy

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HD Services: for heating that won’t cost the earth Established as a specialist percussion drilling company in 1988, HD Services now offers a one-stop solution for all heating and hot water needs via open-loop ground-source heat pumps.

Investing in renewable technology can be daunting.

HD Services strives to ensure that you get the best possible service and value for your money.

It is a fully accredited MCS company and subscribes to the Renewable Energy Consumer Code (RECC).

Use of an MCS-registered installer may mean your installation is eligible for financial support via the Renewable Heat Premium Payment (RHPP) or the Renewable Heat Incentive (RHI).

Receipt of a site postcode is usually all the company needs to assess the feasibility of a heat pump installation.

HD Services has worked alongside several contractors installing open-loop ground source heat pumps, both

commercial and domestic.

HD Services provides a free feasibility study; complete supply, installation and maintenance service; experienced staff, directly employed; fully trained and accredited personnel; advice and support in applying for the RHPP and the RHI; and an annual maintenance programme.

The company is a member of: GSHPA, REA, REAL and MCS. HD Services has working relationships with the Environment Agency and the British Geological Survey.

FURTHER INFORMATION Tel: 01494 792000 frank@hdservicesltd.co.uk www.hdgeothermal.co.uk

NUS Consulting: over 80 years leading the way in energy management NUS Consulting Group provides the services, tools, information and support needed to meet the challenges of 21st century energy management.

Since 1933, NUS has been a trusted advisor, providing unbiased advice and innovative solutions to improve energy purchasing costs, reduce consumption and help formulate energy sustainability programmes.

Increasing energy price volatility and the emergence of carbon emissions regulations are forcing people to change the way they source and manage their energy requirements.

NUS’s energy management systems meet the demanding ISAE 3402 standard and NUS is a leader in risk-managed procurement (OJEU compliant).

The web-based energy data management system NUSdirect is relevant to local and central government, and is designed for organisations with a wide range

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of buildings to measure, monitor and manage their energy usage.

The system also provides a database of energy and water invoices, contracts and historical data which can be accessed to improve performance and reduce costs, including financial departments, estates, accounts, environment and sustainability.

NUS’s energy professionals, energy data management systems, and market information provides the logical choice to support and enhance your internal resources.

FURTHER INFORMATION Tel: 01737 781 200 contact@nusconsulting.co.uk www.nusconsulting.co.uk

GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

Nationwide support and technical services to the energy sector Tuffentech Services owner Vic Tuffen fully appreciates the difficulties of balancing the day-to-day management of a growing company with the need to control your energy use.

Today, in local authorities, there is a greater focus than ever on the use of energy and how it is conserved. The need to control your costs has always been a matter of good sense but with the advent of rising energy prices and the focus on carbon reduction it can also make the difference between success and failure.

If business life was not complicated enough, there is also a growing number of directives and legislation governing energy use and carbon reduction which are beginning to impact on our daily lives.

With over 30 years’ experience in the gas and energy industry, Tuffentech is an independent consultancy providing technical

services in every aspect of the energy management value chain.

The company has world-class expertise in gas measurement and utilisation and can assist you with all your energy management needs.

Tuffentech has recently introduced new ranges of meters for commercial secondary and sub-meter applications.

FURTHER INFORMATION Tel: 0800 612 7688 victuffen@tuffentech.co.uk www.tuffentech.co.uk

Saving 10% on your energy bill is easy to achieve Ewgeco (pronounced you‑jee-co) is a unique, real-time energy display that can reduce energy costs for schools, households and businesses.

The award-winning device features a multichannel, traffic-light display that shows energy usage and actual costs “at a glance”, helping people understand their energy consumption and encouraging the behaviour change that reduces carbon emissions and cuts bills.

In an independent case study (at Edinburgh Napier University), a Scottish government building saved over 20 per cent off its utility bills in just under 50 days, which equates to a return on investment of just 12 months.

An environmental champion for the building commented: “We are more than pleased to have achieved the 20 per cent saving we were hoping for. We have been able to achieve these savings

with a minimum of effort.“The Ewgeco monitor has proved invaluable in all of this and without it I doubt we would have realised the savings we have.”

Further analysis of historical energy usage data is available via MyEwgeco, the free online service for all Ewgeco customers.

This data is also available straight from the unit’s memory for those with no access to the internet.

Ewgeco staff will be happy to help any government buildings that wish to use Ewgeco as an effective energy saving device.

FURTHER INFORMATION Tel: 0131 331 5445 info@ewgeco.com

CARBON REDUCTION  The Act may mean that local authorities need to seek extra support from specialists, however significant opportunities are available for those organisations able to take advantage of these, including from the stable and ethically sound income renewable energy provides.

CRC SCHEME Despite widespread speculation over its future leading up to the Budget, the Carbon Reduction Commitment Energy Efficiency Scheme (CRC) has been retained by government in a modified form and places an obligation on the country’s 5,000 largest greenhouse gas (GHG) emitters (including councils) to measure and reduce their emissions. This provides solid reasons to implement energy efficiency and sustainability measures. However one major aspect has been missing from the start of the scheme.

When the policy was first introduced, organisations could not claim credit under the scheme for installing their own ‘on-site’ renewable generation measures supplying their own power (e.g. a wind turbine installed in an organisation’s car park), while also claiming the income they would usually be entitled to from the government-backed Feed-in Tariffs.

This is a major disincentive to the installation of on-site generating assets and a missed opportunity for these organisations to help deliver the capacity needed to meet the UK’s stretching renewable generation targets (30 per cent by 2020, from around 11 per cent today).

The Department of Energy and Climate Change (DECC) have recently committed to re-examine this policy, meaning that renewable energy generated on-site

by CRC parties might be exempt from this contradictory rule. We do not yet have any final dates or confirmation of whether this will become a reality, but an agreement

A solar PV installation at the Brandon Extra Care Home development. Credit: Sundwell Solar Ltd

ZERO CARBON HOMES Another policy that will make local authorities look again at the opportunities for renewables is the ‘Zero Carbon Homes’ policy under development. The ‘Zero Carbon Homes’ scheme will require housing and commercial property developers to progressively reduce the GHG emissions of new homes between now and 2016.

Although the timelines are subject to confirmation by the Department of Communities and Local Government (CLG), as currently drafted, new homes will need to be zero-carbon by 2016 (and new non‑domestic buildings by 2019). As the deadlines approach, there are targets to deliver more on-site renewables and steadily decreasing emissions from new developments.

The emissions reductions must be met on the site of the development where possible,

The REA has several concerns regarding the support for large-scale renewables, but for local government bodies, there can have been few better times to become involved in renewable energy and climate change migration activities to look again is at least progress and opens the possibility of a positive outcome.

If the policy does change, on site generators could claim both the government payments from the Feed-in-Tariff or Renewable Heat Incentive, and qualify for a reduction in their CRC charges.

Such a logical move would be welcomed by the industry and for the first time offer a win-win for organisations that qualify for the CRC, such as larger local authorities, prompting a re-examination of the feasibility of on-site installations.

Energy

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however this is not always feasible due to the small size of some sites and other constraints.

Therefore there needs to be an option for such developers to meet their obligations in another way. The current proposed approach is that developers unable to meet the zero-carbon standard on-site would be required to contribute to a fund based on the size of the development (for example based on a cost per unit of housing to be ‘offset’). These funds would be used to pay for sustainable development measures (so-called ‘Allowable Solutions’).

Allowable solutions recognise that new developments of a certain size cannot reduce their emissions by 100 per cent using on-site measures and would be installed off-site from the original development.

Current proposals envisage the relevant local authority being entitled to the first call on the funds and choosing relevant projects to fund, which could become a significant source of low-carbon development finance in some areas. The funds must be used for projects which create verifiable carbon savings, selected from a list of permitted projects.

Approved measures are still to be finalised, but are likely to include a range of options, such as renewables, low energy lighting, district heat networks, retrofit energy efficiency projects, and initiatives to address embodied carbon.

Local Authorities may also be required to provide a local Sustainability Plan for their area to identify areas of focus for investment.

Following a consultation last year, CLG have committed to publishing a review of the Zero‑Carbon Homes policy and a clear strategy for implementing the policy later this summer, when we should know more about the role local authorities will be expected to play and the opportunities available.

CONCLUSION New policy measures have created a supportive policy framework and new opportunities which arguably should help enable low-carbon action on a local basis across the country. The REA has several concerns regarding the support for large-scale renewables, but for local government bodies there can have been few better times to become involved in renewable energy and climate change mitigation activities.

FURTHER INFORMATION www.r-e-a.net

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Energy

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Save money and water

Fuelling savings for major energy users Looking to cut costs and carbon emissions – all whilst maximising your heating system’s efficiency?

Our innovative solutions have helped customers across the UK save over £35 million in consumption.

Magnatech’s independently verified, high-performance fuel conditioning systems use the most powerful neodymium magnets to deliver:

To find out more email solutions@business-stream.co.uk or visit business-stream.co.uk

• Guaranteed fuel savings of at least 6%* • Payback periods of usually less than 12 months • Full peace of mind with 100% money-back guarantee

Come along to Stand H20 at The Energy Event 2013 to find out how we can make your water work harder for you

They are also quick and unobtrusive to fit, last for a lifetime and require no running or maintenance costs – making them a truly fit, forget and save solution.

Visit www.magnatech.org.uk or call 01327 831515 today to find out more

Making water work for you by saving you money

*Savings independently verified in commercial/industrial applications by the Tritech ETV (Environmental Technology Verification) Project

Total utility metering and data services solutions

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

UPL is the UK’s only independent utility infrastructure, smart metering and energy management solutions provider.

As a smart metering and data services provider, UPL has installed over 50,000 meters in the UK, Ireland and Europe, and processes almost 500,000 meter readings per month.

The company delivers timely connections with minimal disruption to your business.

Its total metering and data services solution for electricity, gas and water from the installation stage, data collection and aggregation through to data supply and reporting, will support you in developing a robust energy management programme and carbon reduction strategy.

UPL’s strategy aims to help businesses better understand energy usage, reduction and costs whilst, at the same time, improving energy efficiency.

Using the company’s bespoke techniques to monitoring

07/06/2013 10:20

02/07/2013 10:43

and managing consumption data, UPL’s approach allows it to extract additional value for the client.

These techniques can bring significant advantages compared to the more traditional methodologies in energy procurement, bill validation, energy and carbon reduction.

For more information on products and services or to speak to an expert, contact UPL to arrange an appointment at Stand B32, The Energy Event 13, 10-11 September, NEC Birmingham.

FURTHER INFORMATION Tel: 029 2073 9518 mail@up-ltd.co.uk www.up-ltd.co.uk

EVENT PREVIEW

Energy

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ALL THINGS ENERGY

With its comprehensive CPD conference and 160 leading exhibitors, the Energy Event is ideal for anyone managing and procuring energy at a local or central government level

From 10 to 11 September, the NEC, Birmingham will again open its doors to the UK’s leading energy efficiency, management and procurement exhibition and conference, The Energy Event. Having already doubled in size over the past two years, event organisers are preparing to welcome a record 7,000 visitors this year.

The free-to-attend event features the latest developments, products and services from over 160 leading exhibitors, alongside a comprehensive CPD conference and debate programme. This event is ideal for anyone managing and procuring energy at a local or central government level.

This year’s E y TE two‑da ference n 2013 co e features m programaccredited CPD- from over rs seimina industry 80 leaders

THE CONFERENCE This year’s two-day conference programme will feature CPD-accredited seminars from over 80 pre-eminent industry leaders. Talks and debates in the Energy Insight Theatre will cover key legislative and strategic issues, including a panel debate on the future of energy where experts will discuss the future of UK energy for business: what will business users need and how is the supply side set to meet these needs?

Over in the Energy Information Theatre, sessions will examine the real life case studies, tools, innovations and solutions needed to develop energy efficiency. Panel sessions across the two days will debate issues including how to develop an international energy procurement strategy and how much should we invest in energy efficiency?

The diverse range of case studies on offer range from what’s required to retrofit our ageing buildings, to the simple measures Lincolnshire County Council are using to improve building controls and their resulting energy savings.

The third theatre, the ESTA Theatre, is hosted by the Energy Services and Technology Association and offers a series of energy management and efficiency presentations.

Relevant for those working at a local and central government level, this theatre provides practical advice and case studies, backed by efficiency raising strategies to achieve best practice.

In addition to a series of debates and panel discussions, the conference will also feature headline speakers whose specialties span developments in energy legislation to the latest advances in developmental biology.

SPEAKER HIGHLIGHTS Rt. Hon. Edward Davey MP, Secretary of State for Energy and Climate Change and Liberal Democrat MP for Kingston and Surbiton will cover the latest developments in Energy Market Reform. His talk will also look at the role of energy efficiency in countering the future of increased energy demand and energy generation strategies specifically for the UK. Davey’s talk ‘How will future energy legislation impact your business’ will take place on 10 September (Energy Insight Theatre 10.00 – 10.30am).

Magnus Walker, Head of Energy Trading for the Government Procurement Service is the UK’s biggest energy buyer. He is responsible for managing the procurement of energy directly in the commodity markets on behalf of all the UK Central Government departments, as well as public sector entities, local authorities, health trusts and other public organisations across the country.

Speaking in The Energy Insight Theatre, Walker will take part in the panel session debating energy contracts, a topic hot on the government’s agenda following E

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Energy

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Fit, forget and save forever with Magnatech at The Energy Event Visitors to Magnatech on Stand H01 at The Energy Event (10-11 September 2013, NEC Birmingham) will be able to find out how they can cut heating bills, energy consumption and emissions using powerful magnetic fuel conditioning systems.

Independently verified by the EU Tritech Environmental Technology Verification Project, Magnatech’s advanced magnetic technology is guaranteed to reduce fuel consumption on existing systems by at least six per cent, with typical results indicating savings of around 10 per cent.

Magnatech systems effectively enhance the combustion process and are fitted to the outside of fuel feed lines in a particular pattern to create a rise in flame temperature. This allows the system to reach the desired temperature sooner, reducing overall fuel consumption.

Magnatech’s MD, Ian Gander,

says: “With typical payback periods of about 12 months, no running costs or maintenance and a lifetime of savings, fuel conditioning is becoming a popular, long-term solution amongst energy users looking for immediate and considerable savings. It is non-obtrusive to fit, with no pipes cut or costly production downtime required.”

Magnatech provides free site inspections and a money-back guarantee if not completely satisfied with the outcome.

Monitor and manage your energy use with eSight Find out how you can recognise waste, lower consumption and ultimately reduce energy costs with eSight energy management software.

Showcasing on stand A18 at the Energy Event 2013 (10-11 September, NEC Birmingham), discover how eSight’s powerful and intuitive analysis techniques can empower users to understand and manage their energy and environmental responsibilities. eSight is an “all-encompassing” energy management suite, offering a range of modules for users to perform targeted analytics, normalisation, forecasting, performance monitoring, reporting and alarms, as well as bill verification and tenant billing. eSight also offers customisable dashboards.

eSight has the ability to integrate data from a range of systems and formats, and the web-based software is suitable for any user type. The software is also modular and completely scalable, so it can be tailored to your organisation. eSight can help users adhere to energy-related legislation and standards, such as Greenhouse Gas reporting, CRC reporting and ISO 50001.

Using eSight, customers have achieved up to 30 per cent savings and benefited from having an automated system to effectively monitor and manage all aspects of energy use.

FURTHER INFORMATION Tel: 01954 231486 marketing@eSightenergy.com www.eSightenergy.com

FURTHER INFORMATION Tel: 01327 831515 www.magnatech.org.uk

Solutions for your Mobilane launches water management needs a live “picture” worth Business Stream is the largest Its dedicated public sector account a thousand breaths provider of non-domestic management team can provide water and waste water services in Scotland.

From hospitals to local authorities, it understands that a reliable water supply, together with efficient water and waste water management, are essential to all organisations.

By partnering with Business Stream, the public sector in Scotland is set to benefit from savings of more than £20 million in discounts and efficiency costs, over a three-year period.

Working with organisations of all sizes, Business Stream delivers significant cost savings to customers through a range of bespoke services and by providing efficiency solutions.

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tailored guidance on saving water and money while remaining compliant with current legislation.

Focused on making water work harder for customers, automated meter reading, benchmarking, leak detection and repair, and site surveys are just a few of the solutions Business Stream provides to make water and waste water management more efficient.

With increasing pressure on the public sector to reduce costs, efficient yet cost-effective utilities are vital.

FURTHER INFORMATION solutions@business-stream.co.uk www.business-stream.co.uk

GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

Leading green screen company Mobilane is breathing fresh air indoors and out with the launch of LivePicture: a framed arrangement of plants that can be hung on either interior or exterior walls.

The living “picture” creates a striking, space-saving focal point, as well as offering a natural way to improve air quality.

Sean Farrell, director of Mobilane, commented: “Indoor planting no longer simply means potted plants. Our LivePanels, or living interior walls, have been well-received by the interior design and construction sectors, and orders for our Living Walls, or living exterior walls, are strong.

“Now, LivePicture offers something similar but in a more concentrated way that can be used in a diverse range of spaces offering a sustainable, cost-effective way of incorporating greenery into the built environment,” Farrell continued.

Each LivePicture features a nutritionally balanced mineral substrate, able to support a wide variety of plant types, depending on available lighting and level of maintenance needed.

Measuring 112cm wide by 72cm, the frame incorporates a built-in reservoir. The picture, weighing around 30kg, is attached to the wall with bolts. No power, water supply or drainage system is required, and it only needs watering once a month.

FURTHER INFORMATION Tel: 07711 895261 sales@mobilane.co.uk www.mobilane.co.uk

EVENT PREVIEW  George Osborne’s recent pledge for a ‘dash for gas’. (10 September, 2.15pm).

Professor of Science and member of the House of Lords, pre-eminent reproductive medical expert Lord Robert Winston is another headline speaker confirmed for The Energy Event 2013. His discussion will draw on an extensive career in science, education and medical ethics, particularly in endocrinology, IVF and genetics to look at the world around us.

Winston’s talk ‘How humans think: how are we motivated to improve the world around us?’ will take place on 11 September (Energy Insight Theatre 11.15 – 1145am).

KEEPING THE LIGHTS ON Professor Dieter Helm is the Independent Chair of the Defra Natural Capital Committee and Member of the Economics Advisory Group to the UK Secretary of State for Energy & Climate Change.

His specialties include infrastructure, regulation and the environment, with a particular focus on Britain’s and Europe’s energy, water, communications and transport sectors. The Oxford University professor’s other credentials include special advisor to the European Commissioner for Energy and Chairman of the Ad Hoc Advisory Group on the Energy Roadmap 2050.

Helm’s conference talk ‘Tackling the tough decisions in order to keep the lights on’ will take place on 10 September (Energy Insight Theatre, 11.15 – 11.45am).

Journalist, commentator and chair of the London Food Board, Rosie Boycott is a regular Energy Event speaker and will specifically look at the future

Energy

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Co-located with The Energy Event at the NEC in September are The Renewables Event, The Water Event and RWM in partnership with CIWM of smallholding and sustainability in her talk on 10 September.

Andy Pag, eco-adventurer, will also be presenting. From 2009 to 2011 eco-adventurer Andy Pag spent two years travelling across the globe in his bio-truck, an old converted school bus powered by used cooking oil. The journey was one part of a series of experimental expeditions to explore the potential for eco-friendly and sustainable travel. Pag’s other projects include a flight across the length of the UK powered by old plastic bags and thrown-away packaging.

Pag’s talk ‘Fuelling a trip around the world – with waste’ will take place on 10 September (Energy Information Theatre, 11.15 – 12.15pm) EXHIBITORS AND PARTNERS In addition to the extensive free CPD‑accredited speaker programme, a broad range of exhibitors will be on‑site to showcase the latest technologies and energy saving solutions.

Businesses and organisations from across the energy sector will be on hand offering advice, from major energy suppliers such as E.on, EDF Energy and npower to brokers, consultants and product manufacturers.

The full range of energy technologies, products and solutions will be represented,

from building energy management systems (BEMS), to combined heat and power (CHP) and voltage optimsation.

Key partners and speakers at The Energy Event 2013 include ESTA (Energy Services & Technology Association), Haven Power, Gambica, MEUC (Major Energy Users Council), The Energy Institute, BCAS (British Compressed Air Society Ltd) and BCIA (Building Controls Industry Association).

OTHER EVENTS September will see not just one, but four environmental shows take place at the NEC from 10-11 September.

Co‑located with The Energy Event are The Renewables Event, The Water Event and RWM in partnership with CIWM. All free to the Energy Event ticket holders these exhibitions are a must‑attend for visitors looking to meet a wider sustainability remit and source environmental products and services, as well as build on their knowledge and develop networks across the waste, energy, water efficiency and renewables sectors. L FURTHER INFORMATION For more information and to register for your free ticket to The Energy Event, visit www.theenergyevent. com quoting priority code GBUS3

Speaking at The Energy Event will be Magnus Walker, Head of Energy Trading for the Government Procurement Service (left), and Rt Hon Edward Davey, Secretary of State for Energy and Climate Change

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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Taking care of your security needs

Sodexo develops, manages and delivers a diverse range of services, designed to improve the quality of life for our clients and customers.

Secure by Sodexo is a bespoke security solution delivered in private and public enterprises, including healthcare, education, defence, corporate and manufacturing. Secure operates in over 160 locations in the UK. Tailored to individual client need, established through a consultative approach, using risk analysis as the basis for each assignment. securesupport.group@sodexo.com www.sodexo-uk.com The Sodexo logo is a registered trademark of Sodexo S.A. ŠSodexo 2013.

PRODUCT CERTIFICATION

PERIMETER PEACE OF MIND

Perimeter Security

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

The Perimeter Security Suppliers Association (PSSA) has introduced a verification scheme to provide confidence to perimeter systems buyers and users that products conform to internationally recognised quality standards. Ritchie Bignell explains the three elements of the verification process Written by Ritchie Bignell

Another year passes and more progress has been made with the PSSA verification schemes. This article will give the reader an update on where we are on the journey to continue to give users of perimeter security products peace of mind. In these times of austerity, careful consideration has to be given for any pound, dollar, or euro spent. Not only in terms of the front end investment but the whole life costs of the scheme, as best value for money has never been so topical than today.

From a personal point of view, we have recently had the experience of taking products through the product verification scheme. The process focuses on ensuring the following are in place: An UKAS accredited ISO9001:2008 management scheme; Relevant PAS 68 crash test rating, and Full CE marking.

THE THREE ELEMENTS The relevance of having these three elements in place is to ensure the consistent supply of product(s) to clients that fully meet the relevant specifications, but to also give confidence that the product(s) will do ‘as it says on the tin’.

Turning to the second scheme, the specifications appertaining to fencing, this group is currently in the process of running a pilot with a live project. In essence, a full specification has been developed with the client and as the project progresses, interim assessments are completed to critique the proposed PSSA fencing scheme. This is expected to be completed shortly, where it will be presented to the board of the PSSA for comment and approval.

In regards to the third scheme, which deals with the installation of PAS rated and non PAS rated product(s) into a fully integrated and functioning security system, the PSSA is currently in dialogue with key stakeholders. Arguably this is the most important scheme, as this is where the other two schemes come together to deliver a cohesive system.

We are also embracing the whole life cost element into the installation scheme, as PSSA members are interested in relationships with end users built on confidence and cost effectiveness of the product(s) supplied and/or installed. E

The ce relevan the g of havinrification ve product is to ensure scheme sistent and the con specification t relevan ly of correct supp ducts pro

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Perimeter Security

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Specialists in security to meet your safeguarding responsibilities

Frontier Pitts’ equipment awarded a further six PSSA-verified certificates

Security in a public sector or government environment can be a highly emotive subject, especially with the recent severe financial budget reductions that has put tight constraints on spending.

Safeguarding staff and the wider community, including equality and diversity, is of the utmost priority. But how do you ensure that your establishment has a safe and secure environment that meets both your needs and budget?

M Zurich has been providing security services for over 12 years and offers comprehensive security consultancy services.

These can provide you with a dedicated safety team of highly trained security specialists that can ensure you are meeting your safeguarding responsibilities.

M Zurich recognises that each part of the public/government sector is different, so it works with you to identify, implement and

Frontier Pitts was awarded the Perimeter Security Suppliers Association (PSSA) Verified accreditation for its Terra V Gate in 2011 and, since then, it has seen many more installations of this BSi PAS 68 hostile vehicle mitigation solution.

From high-security sites, including venues that formed part of London’s 2012 celebrations, the PSSA-verified PAS 68 Terra V Gate has been at the top of specifier’s list.

Frontier Pitts has always been committed to supplying customers with a high-quality product, backed by an after-sales service that gives its clients peace of mind.

This is only achievable with a strong internal operating system, detailed technical specifications and drawings, and an ingrained work ethic that British Standards are the foundation of Frontier Pitts’ business.

deliver the right security solution by understanding your needs.

Services are tailored to meet the need for stability and security, and to ensure everyone receives the highest level of service, care and respect.

M Zurich provides dedicated teams with appropriate skill sets and technical competences.

To find out how M Zurich can assist with your safeguarding, please visit the website.

FURTHER INFORMATION Tel: 020 7887 1336 info@mzuricheuro.com www.mzuricheuro.com

On receiving the six awards, Sally Osmond, brand and development manager at Frontier Pitts, commented: “We are proud to show an ongoing commitment to the PSSA Verification Scheme. We want to highlight the importance of standards and technical specifications.

“The goal is to ensure the same specification of equipment that is PAS 68 impact-tested, is installed on sites, protecting your world for years to come,” Osmond continued.

FURTHER INFORMATION Tel: 01293 422800 sales@frontierpitts.com

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PRODUCT CERTIFICATION  ELIMINATING POOR PRACTICE Many PSSA members can readily recall stories where an installation will never be able to deliver the level of required security consistently due to poor specification and/or delivery of product(s). Whilst this can make a good anecdote it does have the side effect of reducing the creditability of the entire industry and often leads to accusations or name calling as the issue comes to light. This can then result in legal action or compensation payments, which whilst are painful to the recipient do pale into insignificance if security is actually breeched by a criminal or terrorist attack.

Therefore, the rationale for the PSSA to embed into the industry three complimentary schemes to reduce or eliminate poor practice must be beneficial. Also, whilst the PSSA cannot directly control the way perimeter security products are procured, it must and does take action to influence how they are specified and selected. The reality is that everyone involved wants to deliver systems that are not only secure and protect the people and property involved but that they are safe, cost effective and reliable.

With a supply chain that can be long in terms of having architects; specifiers; contractors; consultants; suppliers and FM organisations involved. The supply chain may also be deep in terms of various suppliers being involved; with specialist expertise for differing advice, it is little wonder that the end user may feel short changed at the end.

Ultimately, getting all these stakeholders involved to communicate and integrate effectively involves a delicate balance between politickings; commercial awareness; relationship building and technical compatibility can be a mammoth task.

The PSSA has designed the three schemes to compliment the CPNI Hostile Vehicle Mitigation operational requirement system. This should enable the front end requirement(s) generated by the end user to filter through to the suppliers of the perimeter security product(s), so that when the system is handed over to the client, it is effective and secure.

With the UK being recognised as the global authority on crash tested products, the PSSA is becoming another point of contact for overseas organisations seeking advice. Clearly, having an industry with suppliers with a strong reputation can only bring further benefits.

Finally, the PSSA is extremely keen to engage with as many stakeholders as possible during the design of all three schemes. Also, once a scheme has been implemented, on going dialogue with stakeholders is critical, as situations change with new technologies or threats.

The PSSA is committed to evolve the schemes to address these changes, as our rationale is to protect people and property in the safest and most cost effective manner possible.

If you are interested in engaging with any of the schemes, especially in helping the PSSA develop them to meet current and new needs, contact the PSSA. L

What is the PSSA Verification Scheme?

Perimeter Security

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

High security perimeter systems including Hostile Vehicle Mitigation and high security fencing have an important role to play in an organisation’s perimeter security strategy.

The Perimeter Security Suppliers Association (PSSA) has introduced a verification scheme to provide confidence to perimeter systems buyers and others that products supplied by its members conform to internationally recognised quality standards, providing assurance that products are fit for purpose in that they are designed to meet customer, market and regulatory requirements; consistently manufactured and supplied conforming to their agreed specification; when in use produce the intended performance outcomes specified by the customer.

Following a rigorous process of evaluation of both a supplier’s management system and verification of the product, authority to use the PSSA Verification Mark is given and the product publicly‑listed.

Everyone wants to deliver systems that are not only secure and protect the people and property involved, but are safe, cost effective and reliable

FURTHER INFORMATION www.pssasecurity.org

The benefits of PSSA verification Credibility with customers, who now have an independently verified set of criteria on which to judge a product Distinction from suppliers and products not able to meet PSSA’s rigorous standards, including imported products Clear, transparent evidence that suppliers claims of compliance and testing are correct and not misrepresentations Alignment with and support for national security strategy Protection of high margin business

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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Scotland’s Premier Low Emission Vehicle Event Thursday 5 September 2013 Royal Highlands Centre, Edinburgh

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HS2

Moves to protect London to Birmingham route signify HS2 progress The proposed HS2 route between London and the West Midlands has been protected from future development which might conflict with the planned high speed line, Transport Secretary Patrick McLoughlin has announced.

The move – an important step in taking the scheme from the drawing board to construction – is known as ‘safeguarding’.

It will also enable people living near the proposed HS2 route from London to the West Midlands to approach the Government to buy their property under statutory Blight procedures. Successful applicants will receive the unblighted open market value of their property, plus 10 per cent up to £47,000 and moving costs.

Patrick McLoughlin said: “HS2 is moving from the drawing board towards construction.

Safeguarding is an important milestone for homeowners and for planning purposes.

It shows we are determined to deliver this once-in-a generation opportunity to drive growth, generate jobs, and secure our country’s future prosperity.

“I understand the distress of those who live along the line of route and can assure people that we will process claims to purchase their property swiftly so that those who qualify can move as quickly as possible.

“In the meantime we will also continue purchasing properties of those in exceptional hardship ahead of consulting on a comprehensive package of long term discretionary compensation measures.”

Currently the only mechanism through which the Government is buying properties on or near the HS2 route is through the Exceptional Hardship Scheme (EHS) for owner occupiers who can demonstrate that they have an urgent need to sell.

the statutory Blight procedures. Meanwhile, the cost of HS2 will be nearly twice as much as the official estimate, according to London Mayor Boris Johnson. Johnson, who is in charge of the capital’s transport network, said he expected the final cost of the route to be more than £70billion.

Writing in the Daily Telegraph, Johnson said: “This thing isn’t going to cost £42 billion, my friends. The real cost is going to be way north of that (keep going till you reach £70 billion, and then keep going).”

Johnson also claimed that former business secretary Lord Mandelson was put up by “fainthearts in Whitehall” to bad mouth the project. The peer had said that, despite backing the plans when Labour was in power, said that he now believed the line to be an “expensive mistake”.

Johnson said: “That is why the Treasury is starting to panic, and the word around the campfire is that Lord Mandelson is actually doing the bidding of some fainthearts in Whitehall who want to stop it now – not the first or second Lords of the Treasury, clearly, but the beancounters.”

Political dithering The Johnson criticised “the d e propos te whole nightmare of u o r consultation and litigation 2 S H don n – and the huge army o L n e of massively expensive betwe he West and taxpayer-financed and t as been secondary activities”. h s Midlandrded’ against This meant that £1 a billion is likely to have ‘safegu -speed line been spent on HS2 before h hig any work had began s t conflic

Compensation scheme Owner occupiers within the safeguarded area – typically a corridor 120 metres wide – can now serve a Blight Notice on the Government asking that their home be purchased from them.

The Government wants to introduce a full compensation scheme that is more generous than the law requires and will be re‑consulting on a package shortly. In the meantime the EHS scheme will continue – alongside

He said: “It is the environmental impact assessments and the equalities impact assessments and the will-sapping tedium and cost of the consultations.

“Did you know that in order to build HS2 we are going to spend £1billion by 2015 – and they won’t have turned a single sod in Buckinghamshire or anywhere else?

“That is a billion quid going straight down the gullets of lawyers and planners and consultants before you have even invested in a yard of track.”

The new estimate comes after transport secretary Patrick McLoughlin said the projected cost has risen from £33billion to £42.6billion because of a “contingency fund to cover the cost of potential problems with the programme.

Labour leader Ed Miliband, his shadow chancellor Ed Balls and former transport secretary Lord Adonis are all said to still publicly back HS2.

News in Brief Government plans to review Parking Penalty cap

Transport News

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

The Government will be reviewing the parking penalty cap, after the Transport Secretary suggested that UK parking charges are not high enough to deter motorists from parking illegally. Transport Secretary Norman Baker said the Government is reviewing the existing cap on parking charges, which is currently £70, to keep it in line with London parking costs. The maximum penalty charge in London is £130, and he said the rest of the country has not kept up.

Baker said he is also concerned about whether the current cap is high enough to deter motorists from parking illegally, as the cost of parking legitimately has increased so dramatically. He said: “There is an argument that the maximum parking charge has not moved in a number of years.” Baker admitted that increasing parking penalties is controversial in the current climate, and won’t be welcomed by cash-strapped motorists: “It could be argued any increase would send the wrong message during a difficult time in the economy to motorists.”

Edmund King, President of the AA, feels motoring costs are already high: “It’s hard enough at the moment for motorists to cope with the cost of fuel and insurance, just keeping the car running is a struggle for them.”

READ MORE ON PARKING: tinyurl.com/q7axqbw

Thurrock’s sustainable transport progress recognised Thurrock Council’s work on promoting public transport and changing the way people travel has been recognised.

The local authority was acknowledged in the Department for Transport’s Local Sustainable Transport Fund report. It was awarded around £5million in LSTF funding more than four years. Its goal was to change people’s attitudes towards using sustainable transport and encourage people out of their cars. Cllr Andy Smith, portfolio holder for transport, pictured, said: “It’s satisfying to know the work we are doing is being recognised nationally.remove the facility for councillors pension whilst comparable elected officials retain access to a scheme that remains untouched and vastly generous compared to the rest of the public sector.”

TO READ MORE VISIT: tinyurl.com/nbrjs7t

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BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

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GREEN FLEET POLICY

GIVING YOUR FLEET A GREEN SPRING CLEAN

With the opportunity to counter rising fuel prices by opting for more fuel efficient vehicles, lower CO2 models and expanding electric and hybrid vehicle ranges, now is definitely the time to think about greening the fleet if you have not already done so.

GAIN STAKEHOLDER BUY-IN Start by securing stakeholder buy-in for the business case to green the fleet. It won’t be truly successful unless senior management are convinced of the benefits and back the policy. Equally important is to achieve buy-in from employees eligible for a company car or car salary sacrifice scheme.

Also beware a bad policy that drives eligible employees down the ‘cash-for-car’ route.

Employees who resent having a particular vehicle can also quickly manage to make even a clean, efficient vehicle perform inefficiently.

And remember, a badly driven ‘green’ vehicle can prove a bigger polluter than a carefully driven petrol or diesel car.

Ensure eligible employees are made aware of any financial savings available to them – low CO2-emitting will reduce Benefit‑in‑Kind (BiK) tax and private fuel costs.

CALCULATE RETURN ON INVESTMENT Ensure from the outset that you can calculate a return on investment (ROI). Running a fleet is one of the highest overhead costs for any organisation after payroll and facilities.

The business case for company vehicles can only be made if they are essential to an organisation’s day-to-day activities or are fulfilling some other purpose such as helping to recruit and retain the best employees in the war for talent or in achieving sales targets.

Care should be taken to not make the green fleet policy too restrictive. If you reduce car choice, you can end up demotivating employees at the very time that you are trying to engage them.

Not offering a wide choice can also result in eligible drivers opting for the aforementioned ‘cash-for-car’ alternative.

This will be counter-productive as ‘cash‑for‑car’ drivers tend to run older, less fuel efficient and higher CO2-emitting cars.

BE TECHNOLOGICALLY-NEUTRAL There is no single, green fleet off‑the‑shelf solution. Certainly, a green fleet policy reliant on a single energy source – petrol,

diesel, electric, hybrid, biofuel, LPG – will create problems later on, especially given the pace of technological advances.

Specifying the lowest CO2‑emitting vehicles is no answer either. This can result in driver dissatisfaction, a shift away from company cars towards ‘cash-for-car’, lower operational performance and increased costs.

The best fleet policies adopt a ‘technologically neutral’ approach, specifying the lowest CO2-emitting vehicles which are right for the job, i.e. ‘fit for purpose’. This usually results in a mix of petrol and diesel plus some hybrid and electric vehicles.

Specifying the right blend of low CO2-emitting vehicles will secure two objectives. First, you will be able to gain significant cost savings. Second, you will avoid having to radically review fleet policy every time a significant advance in technology is brought to market.

ASSESS VEHICLES PROPERLY Set clear cost, fuel economy, performance, safety, technical and qualitative evaluation criteria before finalising the vehicle list and conduct a thorough assessment before settling on the final choice list.

When assessing potential vehicles, consider Euro NCAP (European New Car Assessment Programme) ratings. The higher, the better. And remember a model may gain 5 stars one year and receive a lower rating when a newer version comes out.

Other factors to be taken into consideration include determining the size and kind of car needed for the job required, i.e. ‘fitness for purpose’, and then evaluating the best performers in that group.

To maximise buy-in, enlist the support of drivers in the selection and evaluation process, especially those who will be driving the proposed vehicles on a daily basis. Make sure they are properly briefed on the evaluation process so that their assessment is objective.

Testers need to be acquainted with the key features of vehicles under test to understand any special driving characteristics. Hybrids, for example, require a different driving style to optimise their potential energy savings.

COMPARE COSTS Avoid the mistake of simply comparing monthly rental costs. Fleet

costs are far more complex than that and the best method is to compare whole life costs (WLC). While there is no agreed minimum standard, the least that should be included is depreciation, SMR, fuel, funding, insurance, NI, and VED costs.

While WLC will ensure that you make more informed decisions you should monitor costs throughout the life of the vehicle to ensure that the objectives of the original business case have been met.

And never forget that the cheapest mile is the one never driven since the biggest fleet cost, after vehicle depreciation, is fuel.

At work drivers should always be challenged whether their journey is really necessary or could be covered by other means – an audio, video or web conference call, telephone or e-mail. Where sanctioned, consideration should be given to whether to whether the journey could coincide with some other associated activity or the car journey could be shared with other employees, or public transport used, to reduce costs.

Influencing how employees drive through education, tips, training and awareness can also quickly achieve significant fuel savings.

If you haven’t already done so, adopting a green fleet policy now should be a top priority. A green fleet policy will secure significant cost savings and underscore an organisation’s CSR credentials. All you need to do is adopt a professional approach to managing your fleet using best practice. L FURTHER INFORMATION www.icfm.com

Written by Roddy Graham, chairman, ICFM

A well thought through green fleet policy will not only tick all the right boxes in terms of corporate social responsibility but also deliver significant savings to overall operating costs. But where to start? Roddy Graham, chairman of the ICFM, shares some best practice advice

Fleet Management

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

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LONDON VENUES

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BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

London’s creative buzz makes it the ideal city for events in 2013

SO FAR IN 2013 London has had a busy start to the year. The first seven months has seen a huge positive impact from the Games with the magic continuing on from last summer. With more visitors attracted to the capital, increased awareness, higher rankings on business reports, new awards and new products, London’s one year on anniversary is set to not only celebrate the amazing past but the dazzling and creative future which lies ahead.

Last year, in addition to hosting the Olympics and Paralympic Games, London hosted a record number of global business events which has now elevated the city’s status to sixth place globally in the ICCA rankings. The city

A e tangibl the for legacy es is a the am 2012 G generation of huge re don. The area n East Lo w a hotspot is no rporate for co nts eve

has also recently secured some of the most prestigious congresses and annual general meetings which is some cases means the city could host groups as big as 35,000. Events of this scale typically bring up to £80 million in economic benefit to the city and support the business events (MICE) industry which is worth £40 billion to the UK overall economy.

WHAT’S NEW FOR 2013 A real tangible legacy for the 2012 Games is the huge regeneration of East London. The area is now a hotspot for corporate events and incentives. Venues such as Westfield Stratford, Canary Wharf’s new technology hub Level39, the adrenaline pumping O2 Arena, ExCeL, Siemens Crystal (the sustainability heart of the city) and of course from July 27th 2013 there E

Written by London & Partners

London has always been a city which has had a strong creative buzz. In 2012 London not only played host to the Olympics and Paralympics but also the Cultural Olympiad which saw the city celebrate the huge wealth and diversity of cultural offering that London has. Famous artists, musicians and creative businesses have trained, lived and started their global journeys here – London is a city where great things start.

Many government teams want their business events or incentive trips to have a creative theme or aspect and London is the perfect place to do that – but unlike a Rembrandt or a Van Gogh – adding that creative touch in London won’t come with a big price tag!

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UCL ROOM & CONFERENCE BOOKINGS

Impressive academic conference venue in the heart of London Delegate Packages start from £35 + VAT per person Organising a training day, event or meeting at UCL Conference Suite, at 188 Tottenham Court Road is so convenient. We’re easy to get to and we offer excellent packages to suit your needs.

Our flexible room layouts makes UCL Conference Suite the perfect venue, and we’re considerate about our environmental impact.

UCL Conference Suite offers state-of-the-art facilities in the centre of London on the campus of one of the world’s top Universities.

UCL has been at the centre of a vibrant community in Bloomsbury since 1826.

The UCL Conference Suite is one of London’s newest venues for business meetings and other

events. With a private entrance and lift access, our meetings and events facilities are completely separate from the rest of UCL, but share its striking design and impeccable service standards.

Our Conference Suite provides contemporary meeting room and event facilities just 5 minutes away from three tube stations (Warren St, Euston Square and Goodge St) and within easy reach of Euston, Kings Cross and St Pancras’ main line stations; we are the perfect venue to meet, train and entertain.

To welcome our new customers and celebrate summer we are offering £5 off full delegate packages between July – September with complimentary ice cream or fruit bowls.

All our amazing conference packages include room hire, audio visual equipment, catering, stationery for delegates with free WiFi, and we have a variety of packages to suit all budgets.

Have we tempted you? Just call our Room Bookings Team on 020 7679 1819 or email roombookings@ucl.ac.uk for further information regarding availability, prices and our terms and conditions.

It’s so easy…just quote 188TCR at the time of booking.

Visit www.ucl.ac.uk/ ucl-conference-suite Please note that minimum numbers are 24 for all packages and our special summer promotion cannot be used with any other offer.

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

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LONDON VENUES art tour, you are guaranteed to see a huge range of artwork from around forty artists.

Street art by nature constantly changes, which in turn means that our tours also change and evolve on a very regular basis.

Wyld Bar at W Hotel Leicester Square Boasting London’s biggest glitter ball! Sip‑creative libations under a three‑metre‑wide glitter ball constructed of 17,000 individually placed mirrors as a ruby glow emanates across black and red interiors.

Why not give delegates a quirky and cost‑saving option for lunch. At ICHI Sushi and Sashimi Bar at the Park Plaza Westminster Bridge an ideal business events space which also offers a Japanese sushi bar Ichioffers a Bento Box lunch option from only £14. Ichi & Sashimi Bar also boasts a specialist sake menu with tasting notes to be paired with individual dishes.

Hospitality hotspot: there are seven new hospitality venues at the Queen Elizabeth Olympic Park

 will be the new Queen Elizabeth Olympic Park are all major draws for events in 2013.

The Queen Elizabeth Olympic Park will be the perfect location for a raft of event incentive activity. There will be seven new hospitality areas within the Olympic Park including the ArcelorMittal Orbit – the tallest sculpture in the UK – which will be able to host 200 guests for a reception with fabulous views across the stadium, the Aquatics Centre and the Velodrome will also become key venues for gala events and the Multiuse Arena which is known as the ‘Copper Box’ will become London third biggest indoor arena.

The south end of the park will also offer temporary exhibition and conference venue space as well as the actual stadium.

Other new hotspots for London in 2013 are The View from the Shard.

As the highest viewing point in Western Europe and nearly twice as high as any other view in London, it provides visitors with a multisensory experience and exhilarating views for 40 miles across London.

The Imperial War Museum (IWM) re-opens in July 2013 and has undergone a total transformation to allow for the rich collections to improve the visitor experience where you can host gala events or cocktails receptions.

Or maybe one of London’s hottest new restaurants ‘Ceviche’ in London’s Shoreditch, the Peruvian restaurant features a Pisco Bar, a dedicated BBQ for sizzling anticucho skewers, live music and DJs. And finally a spot of luxury arrives in the capital, with the Shangri-La Hotel London which is the Asia Pacific’s brands first hotel in London and features an 18-floor high‑end hotel in The Shard, London.

London will also host a range of major events this year – ranging from the most

amazing creative exhibitions, music concerts, sporting and cultural events – giving business visitors even more reason to return to London throughout the year.

As part of their role as the Mayor of London’s official promotional organisation and the convention bureau (CVB) for the capital – the team at London & Partners have selected their creative favourite venues for 2013 which are sure to add that creative twist to any business event, meeting or gala reception.

ALTERNATIVE LONDON Discover the London you won’t find in the guidebooks with the original off‑the‑beaten‑track street art tour in East London. Even though this is much more than just a London street

Many nt me govern nt their a teams ws events to busineseative theme cr have a ondon is the and L place to do perfect ithout a big that w ice tag pr

Conferences & Events

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

FEED THE SENSES If it’s quirky and different you’re seeking then try the Senses Room at Lancaster London.

Every detail of a guest’s specification, from the colour scheme, decor, food, lighting and music is controlled by you. The full sensory experience accommodates up to 10 people at a time and is complimentary for clients who have booked an event at Lancaster London.

This gives event organisers more freedom and flexibility whilst keeping the costs down.

The Royal College of Physicians have private ‘Physic Garden’ for events. Filled with rare plants and flowers from all over the world, ideal for barbecues, receptions and al fresco dining – the ideal summer venue for business events and conferences.

Meanwhile, EDG Bar, located in the lobby of Hilton London Metropole, is vibrant brand new bar and lounge is the perfect venue for a relaxing morning coffee or afternoon E Garden party: the Royal College of Physicians boasts a private ‘Physic Garden’

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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Conferences & Events

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Welcome to London’s design-inspired hotel The newly-refurbished Rydges Kensington London hotel offers guests a design-inspired boutique hotel located in the heart of Kensington and Chelsea.

Discretely settled on one of London’s historic tree-lined avenues, this Kensington hotel is a clever combination of Georgian proportions, with high ceilings and decorative plasterwork, alongside imaginatively chosen contemporary works of art and interior styling.

Rydges Kensington London is just a minute’s walk from Gloucester Road tube station and within easy reach of London’s financial and business centre.

The hotel is surrounded by some of London’s finest bars, restaurants and cafés, and just a

short stroll from the city’s royal parks, museums and galleries.

The hotel’s meeting space has an impressive interior design to reflect the surrounding tree-lined streets and royal parks.

It combines historic character, wood panelling, fireplaces and architectural flourishes with a high-class modern twist.

The meeting rooms are filled with natural daylight from the stunning original glass skylights, while being spacious enough to accommodate any of your events: from a one-to-one meeting to cocktail receptions of up to 120 people.

FURTHER INFORMATION Tel: 020 7584 8100 www.rydges.co.uk

Great-value London accommodation at Barry House Hyde Park Barry House Hyde Park offers value-for-money accommodation in London and is an ideal location for business or leisure visits.

It is close to Paddington rail and underground station, which offers easy access to conference and training venues in the area, such as Etc Venues and Hilton Metropole, as well as St Mary’s Hospital and other hotels around Marble Arch and Park Lane.

Give Barry House a call when you need to stop in a convenient London location. The hotel is rated as three-star guest accommodation by Visit England.

All rooms feature refurbished bathrooms and are well laid-out with a small desk, flat-screen TVs, hairdryers, tea and coffee-making facilities. English breakfast is served each morning; this is included in all rates.

Barry House is just minutes

walk away from the calm oasis of Hyde Park, the hustle and bustle of Oxford Street and the elegance of Mayfair. It is easy to get to with two underground stations just a few minutes walk away (Paddington and Lancaster Gate). Heathrow Airport is 15 minutes away with the Heathrow Express train service from Paddington Station.

Book online with a credit card at www.barryhouse.co.uk or call 020 7723 7340.

FURTHER INFORMATION Tel: 020 7723 7340 www.barryhouse.co.uk

Marriott has the hospitality Make your conference for your business needs dramatically more effective in a location to suit you Imagine your delegates still Get all the space you need with Marriott® hotels. From boardrooms to ballrooms, the company has over 600 meeting rooms and spaces to choose from, small or large, catering for 2-2,000 delegates.

You’ll find Marriott hotels in key towns and cities across the UK, with 57 hotels in a fantastic choice of locations.

Hotels can be found close to major airports and road networks, in the heart of Central London or there are 11 Hotel & Country Clubs set in hundreds of acres of rural countryside, complete with Championship golf courses.

Choose from 14 hotels in and around Central London, including the 5-star Grosvenor House A JW Marriott Hotel located on Park Lane or the London Marriott Hotel Regents Park, offering flexible space for up to 300 in a convenient north London setting. From

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the understated luxury of JW Marriott® to meeting space that intrigues you at Renaissance® Hotels, whatever your style, there’s a Marriott brand to suit you.

Marriott knows that creating successful events is important, so when you book a new meeting or event before 31 December 2013, and hold it by 31 March 2014, one out of every 10 participants is free of charge.

FURTHER INFORMATION Marriottevents.co.uk

GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

talking and thinking about your conference six months later. React: Acting for Business can make your conferences and training events productive, engaging and memorable.

React is a training company using drama-based methods to engage delegates to explore key topics. The company has 20 years’ experience across industries and subjects, including leadership, customer care, sales, conflict management, diversity and inclusion, and building brand behaviours.

React’s team of specialist facilitators and actors work across the UK and are in demand for their stimulating and interactive workshops. The team has wide experience working with local and national government and with leading business and management academies.

The React team works closely with clients to design sessions that help drive the key messages of their conference and have

a lasting impact. React can also provide events to break the ice or focus attention at points during the day.

With React you get creative and pragmatic solutions to make your conference relevant, interactive and effective.

The best conferences inform and educate delegates and also keep them entertained and engaged.

Contact React: Acting for Business to find out how it can bring your event to life and make a dramatic difference to your conference.

FURTHER INFORMATION Tel: 01727 858508 info@react.co.uk www.react.co.uk

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT –

In 20212, London hosted a record number of global business events which has now elevated the city’s status to sixth place globally in the ICCA rankings

 tea, international modern cuisine, signature cocktails and other premium spirits. Hilton London Metropole has been superbly redesigned to offer conference and events guests new and enhanced facilities in a welcoming yet contemporary environment.

GREEN SPACES It’s not just the turf which is green at Wembley Stadium.

Wembley Stadium is the largest stadium in the world where every seat is under cover, but what people may not know is that it’s powered by 100 per cent green energy. Thanks to their ‘waste recycling and recovery programme’, Wembley Stadium is also ‘zero waste to landfill’ venue too.

As well as being London’s only ICC, ExCeL London is one of the greenest major events spaces. With over 300,000 worms in their wormery, they also recycle 89 per cent of their waste and have achieved Carbon Gold Save for three years consecutively.

RIVER VIEWS The Queen Elizabeth II Conference centre is located in Westminster, a five minute walk from the River Thames and uniquely situated against the stunning backdrop of Big Ben, Westminster Abbey, The Houses of Parliament and The London Eye. Clients can make use of the wonderful river and its facilities as part of their conference at the Centre, or just enjoy the fabulous views of the river from the rooms.

The newly refurbished Entrance Hall at Kensington Palace opens onto the beautiful East Front Gardens and includes the spacious Stone Hall and Vestibule, new spaces for private and corporate events. Luminous Lace, created by designers Loop.pH, it is a specially commissioned light sculpture lying at the heart of Kensington’s new entrance. Made from almost 4 km of electroluminescent wire and containing nearly 12,000 Swarovski crystals it will dazzle guests attending cocktail parties, receptions and dinners.

Meanwhile InterContinental London Westminster is steeped in history. The converted Queen Anne’s Chambers, a former government building, is now a luxury hotel. Located alongside New Scotland Yard and the Ministry of Justice, the property was originally built in the 1800’s as a hospital.

FUN AND FRIENDLY LONDON From captains of rugby teams to captains of industry, Twickenham Stadium is an inspiration machine. Add a fun activity to your events with The Twickenham Experience GPS Challenge. Created by Wildgoose Treasure Hunts and using a unique GPS app, each team is issued with the latest Samsung Galaxy Tab to undertake our high tech treasure hunt.

Bubbledogs is a Champagne bar with a difference. Sink your teeth into some gourmet hot dogs and quench your thirst

Conferences & Events

The View from the Shard is the highest viewing point in Western Europe and nearly twice as high as any other view in London

with some of the world’s greatest Champagnes. An ideal space to host a small VIP business dinner or luncheon.

The Mayfair Hotel in Green Park offers a quirky twist to any meeting or event with the Mayfair mini spa treatments, which comes in the form of a ‘Reviver Corner’ which can be added in your conference room offering on-site massages for delegates. L FURTHER INFORMATION www.londonandpartners.com/ convention-bureau

Unique Spaces Captivating Collections Your Event This unique and inspiring venue, located in the heart of Chelsea offers a range of versatile spaces, from intimate meets to elaborate seated banquets. Experience VRPH RI WKH QDWLRQ¶V ¿QHVW PLOLWDU\ WUHDVXUHV FRYHULQJ \HDUV RI %ULWLVK PLOLWDU\ KLVWRU\

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Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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Âť Connected to you

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EVENT PREVIEW

Groundscare

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

MAINTAINING THE GREAT OUTDOORS

World-leading groundsmen and women – from amateur clubs to iconic international sporting venues – will offer free sports turf management advice to SALTEX visitors this September

The extensive team of experts at the Institute of Groundsmanship’s Ask the Expert advice centre – located at the heart of the SALTEX showground – will include Real Madrid’s Paul Burgess, Wimbledon’s Neil Stubley, Twickenham’s Keith Kent and Rod Heyhoe from Lightcliffe Cricket Club in West Yorkshire, as well as the highly respected team of IOG Regional Advisors.

Commenting on this unique visitor opportunity, IOG CEO Geoff Webb says: “The IOG Ask the Expert advice centre is a collaboration between the IOG and leading sports turf professionals who will be on hand to offer sports turf management advice and guidance to visitors from a wide range of sports facilities – from volunteers at amateur sports clubs and local authority contractors to top-flight groundscare professionals.

“Alongside these leading groundsmen we’ve also signed up past and present IOG award winners and our very own IOG

The extensive list of world-leading grounds professionals taking part in the Ask the Expert advice service include Paul Burgess, head groundsman at Real Madrid FC, and Jason Booth, head groundsman at Headingley Stadium regional advisors, who will be on hand to offer across-the-board groundscare advice throughout the three-day event.”

MEET THE PROFESSIONALS The extensive list of world-leading grounds professionals taking part in the Ask the Expert advice service include: Paul Burgess, head groundsman, Real Madrid FC; Darren Baldwin, grounds manager Tottenham Hotspur FC; Jason Booth, head groundsman, Headingley Stadium; Peter Craig, grounds

manager, The Hurlingham Club; Keith Kent, head groundsman, Twickenham Stadium; Graham Kimpton, head groundsman, The Queen’s Club; John Ledwidge, head groundsman, Ricoh Arena; Dougie Robertson, head groundsman, West Ham United FC; Tony Stones, head groundsman Wembley; Neil Stubley, head groundsman, All England Lawn Tennis & Croquet Club (Wimbledon); Chris Wood, ECB Pitches Consultant.

The IOG award winners will include: Luke Dodge, 2012 Rigby Taylor/Top Green Young E

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

2012

VISIT FIATPROFESSIONAL.CO.UK AND BOOK A TEST DRIVE TODAY Available with Start&Stop • Blue&Me™ Multimedia System • Cruise Control

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Fuel consumption figures for the Fiat Professional range in mpg (l/100km): Urban from 25.9 (10.9) – 64.2 (4.4); Extra Urban from 40.3 (7.0) – 97.4 (2.9); Combined from 33.6 (8.4) – 80.7 (3.5). CO2 emissions 90 – 222 g/km. Fuel consumption based on an EU test for comparative purposes and may not

reflect real driving results. The Fiat Professional Range has received the International Van of the Year Award five times, more than any other commercial vehicle range. This award is annually decided by an independent jury of European journalists selected from all markets.

PRE-FLIGHT

PRINT READY

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Email: huntermachines@eric-hunter.com See us at Saltex in September

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

APPROV

OPERATOR

DESIGNER

MANAGER

EVENT PREVIEW  Groundsman of the Year; Neil Harvey, 2012 Professional Tennis Groundsman of the Year; Rod Heyhoe, 2012 Volunteer Sports Groundsman of the Year; Mike Hitt, 2012 School, College, University Sports Club Groundsman of the Year; Susan Lawrence, 2012 Sherriff Amenity Most Promising Sportsturf Student of the Year; Andy Spetch, 2010 Volunteer Groundsman of the Year. IOG Regional Advisors Andy Clarke, Ian Mather-Brewster, Allan Moore and Len Smith will also take part as key IOG ambassadors during the show.

A programme of workshop-style panel debates will complement the advice centre. Workshop themes will include multi-use sports venues and surfaces, ‘doing more for less’ to fit budget, and how to attract young people into industry.

In addition, key National Governing Bodies of Sport will provide first-hand, authoritative advice on funding, facilities development and equipment loan. More names are constantly being added, so keep checking the SALTEX website (www.iogsaltex.com) for up-to-date Information.

EDUCATION The IOG Ask the Expert advice centre and panel debates complement a comprehensive education and networking programme at this year’s SALTEX event. This includes a day-long series of golf-focused seminars (programmed

by BIGGA); the National Contractors Forum open debate; a pesticides workshop hosted

by The Amenity Forum; a panel debate targeted at arboriculturists, hosted by Rhoderic Taylor, Consultant and Fellow of the Arboricultural Association; the BALI AGM; and the Service Dealer Heritage Awards.

PLAYFAIR JOINS SALTEX This year’s 2013 PlayFair exhibition is moving to the SALTEX event at Windsor Racecourse.

In a deal struck by PlayFair organiser Brintex Events, with the support of the

and market the event, we are working hard on all aspects of the show – from turfcare to commercial vehicles – by providing added impetus and innovation as we go forward.”

Brintex Events is delighted with the arrangement.

SALTEX event manager, Jon Gibson, said: “Building on the success and continuation of the PlayFair exhibition is important, and by moving PlayFair to Windsor we will enhance the visitor and exhibitor experience for everyone.”

year’s show – from groundsmen

and greenkeepers through The e to play officers, architects, h t designers and surveyors as IOG Askdvice a well as local authority and t r e Exp el n a outdoor leisure facility p d n centre aomplement managers – also said they do not attend any sc debate prehensive other similar exhibition.

“These facts reinforce a com cation the view that SALTEX edu rking is the only annual o w t e n and event where exhibitors me can been seen by a unique program

SALTEX IS BIGGER AND BETTER This year’s SALTEX is already 10 per cent larger than last year’s event – and there are still three months to go before the doors open on Tuesday 3 September.

Brintex event director Jon Gibson reports that over 28,000m2 of stand space has so far been booked by the 200 plus exhibitors, a number of whom are returning to SALTEX after a short break or are exhibiting for the first time.

“New exhibitors this year include China’s HDK Electric Vehicles and play equipment company Husson UK, as well as Makita (power tools) and Riko (tractors),” he says.

“We also welcome back exhibitors such as Hitachi Power Tools, Husquvarna (outdoor power products) and Kompan (play) while, from the turf care equipment sector, Ransomes Jacobsen, Simon Tullett Machinery and Toro/Lely (turf care) plus John Deere main dealer Godfreys (Sevenoaks).

UNIQUE SPENDING POWER

SALTEX is organised by the Institute of Groundsmanship (IOG) and will be held at Windsor Racecourse, Berks on 3-5 September Association of Play Industries (API), PlayFair’s move to co‑locate with SALTEX is a welcome development.

Vice chair of the API, Michael Hoenigmann, said: “After five successful years of PlayFair at Stoneleigh Park, an excellent opportunity arose to run PlayFair alongside SALTEX. It will give the outdoor play industry an ideal platform to promote its services and products to a wider and national audience of buyers and specifiers in the outdoor amenity sector.”

Commenting on the partnership, IOG chief executive Geoff Webb, said: “We are excited and enthusiastic about the partnership between the IOG and the API, and that PlayFair@SALTEX will form an integral part of the SALTEX exhibition profile in September 2013. With a new team now in place to sell

Groundscare

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

The fact that more than three-quarters of visitors to SALTEX have the authority to purchase or specify products and that over half of them do not attend any other similar show, continues to attract forward‑thinking exhibitors to this year’s event.

“The impressive buying power of IOG SALTEX visitors is undoubtedly reflected by the continual flow of stand bookings and enquiries we are receiving,” says event director Jon Gibson.

According to the independent visitor survey at last year’s show – which attracted visitors from 28 countries – 76 per cent of attendees were authorised to purchase or specify products from the wide range of products on view at SALTEX. Importantly, 56 per cent of the visitors to last

audience,” adds Jon Gibson.

“It’s just one of IOG SALTEX’s USPs that cements the show as the UK’s leading annual event for open space professionals.

“With three months still to go, we are confident that not only will this year’s exhibitor list and their products appeal to everyone in the turf care and open space industry, but also that the exciting programme of education and special attractions and events will provide even more added-value to the time spent at the show by visitors.

EVENT HISTORY SALTEX, the Sports Amenity & Landscape Trade Exhibition organised by the Institute of Groundsmanship (IOG) and managed by Brintex Events, will be held on 3-5 September 2013 at Windsor Racecourse, Berks.

Founded in 1938, the exhibition is attended by open space professionals and volunteers who design, construct, manage and maintain the UK’s outdoor facilities – from sports grounds to every type to motorway service stations, and from stately homes to local council parks and schools.

They visit SALTEX to meet around 300 suppliers of the machinery, tools, vehicles, turf, soils, seeds, aggregates, artificial or natural surfaces, playgrounds, landscaping equipment, street furniture, arboriculture, horticulture, safety, security, training and education services designed to help them do their jobs as effectively as possible.

The revamped SALTEX website (www.iogsaltex. com) offers visitors to the Windsor event a wealth of information on exhibitors and their products and services. The easy-to-use online resource will enable visitors to access company profiles of the expected 300 exhibitors along with product information, special deals, videos and instant links to companies’ social media.

“Event research has told us that visitors need more information in advance of SALTEX in order to better plan their time at the show,” says event director Jon Gibson. “Similarly, a large number of exhibitors have asked us to give them more pre-event opportunities to promote themselves. The new fully-integrated website will satisfy both of those demands and will be a year-round industry resource.” L FURTHER INFORMATION www.iogsaltex.com

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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Be a part of the specialist weed control team

BLEC expands range of machines at IOG SALTEX

Complete Weed Control offers a specialist contract service for the eradication of all problem weeds. Clients include government departments, local authorities, public utilities, golf courses, sports pitches, as well as commercial sites.

Complete Weed Control services include: total control of hard, soft and gravel surfaces; selective for control of broadleaf weeds in grass; aquatic for marginal, submerged and floating weeds; disease control in fine turf, plants and trees; and retardation of grass growth in all areas.

Services also cover: insect control in turf, plants and trees; fertiliser application; moss and algae control; worm control in all grassed areas; and tree ringing,

BLEC Global will use IOG SALTEX at Windsor to show a wider range of products for the groundcare, landscaping and sportsturf marketplace.

Two models of the Multivator, both heavy-duty and compact, will be on show and demonstrated, as well as the new BLEC Power Box Rake powered by the Avant Skid Steer unit.

Also on the stand will be the laser-guided BLEC Power Box Rake heavy-duty version for tractors: cultivating, pulverising, earth-moving, grading and stonepicking all in one tough machine for landscapers.

The Disc Seeder (heavy duty), Multi-Seeder, Cultipack Seeder and Star Seeder will all be on show, too.

The contractor’s favourite, the BLEC Laser Grader, will also be on display. This has become an essential tool for levelling and grading golf tees that need renovating.

The BLEC Power Box Rake is available for pedestrian

bracken control and insecticides.

Each Complete Weed Control franchise operates to a common set of standards and procedures in providing a comprehensive service of weed control, plant pest and disease control, hydro-seeding and other related services.

Experience plays a major factor in successful treatment.

Knowing when and how to apply the appropriate product can speed up eradication and save time and money. All work is undertaken adhering to strict health & safety guidelines.

FURTHER INFORMATION Tel: 0800 9549679 info@completeweedcontrol.co.uk www.completeweed control.co.uk

two-wheel tractors, and tractormounted versions are suitable for tractors from 20-100hp with a hydraulic version available for skid-steer loaders.

All are equipped with a long-life pointed carbide toothed rotor, which pulverises soil, separating the soil and debris, and fold-down end plates allow the power box rake to bulk-move material.

See all machines on Stand C50 and working in the demo area at IOG SALTEX (3-5 September, Windsor Racecourse).

FURTHER INFORMATION Tel: 01778 346222 www.blec.co.uk

Reliable surfacing for a safer play environment

Ready-made flower displays for rent or sale

One of the UK’s leading brands of playground safety surfacing, Matta Products supplies and installs a range of surfaces ideal for any site.

All Matta surfaces are manufactured from 100 per cent recycled material and are fire retardant, installed by the expert Matta team, complies with UK safety standards and come with a 10-year guarantee.

Matta offers a safety surfacing solution for every playground situation, be it grassy or rubber, outdoor or indoor, with a natural or vibrant colour scheme, no matter what the equipment, the contours of the site or the state of the existing surface.

The company takes pride in every installation, guaranteeing a first-class finish at each site and, as it works closely with all

In the UK, Village Sensation is the specialist when it comes to brightening up towns, shopping centres, amusement parks, office buildings, and more.

Village Sensation provides a well-thought-out range of flower boxes and hanging baskets, with a variety of summer flowering plants that are colourful eye-catching displays for many months.

There are also various flower boxes with different types of winter plants. Options abound: ranging from a single box for a limited period of time to an all-inclusive design that ensures the perfect appearance all year round.

Village Sensation offers an all-in-one concept where, together with the client, it looks into the possibilities of what is the best product for them.

This is a lease/rental concept, so customers can decide every year what they want in terms of numbers, type of plants,

the UK’s leading play equipment manufacturers, it can help ensure that your play area is fun, safe and delivered within budget.

Matta now offers a unique, anti-slip pathway surface called Pathway Matta. Ideal for covering old tarmac or concrete pathways, or for creating new pathways where public safety is paramount.

Pathway Matta is coated with an anti-slip finish. The rubber surface can aid the prevention of slips, trips and falls; it cushions impact to help keep injury to a minimum.

Meet the team and view Matta’s various surfacing types on Stand L19 at Playfair, 3-5 September, Windsor Racecourse.

FURTHER INFORMATION Tel: 02920 809090 mattasales@phs.co.uk www.matta.co.uk

Groundscare

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

colours and shapes; placing of the products; the maintenance where the watering, administration of nutrients and cleaning of the products are taken into account; the replacement of any damaged plants; and the collection of the products at the end of the season. Plant waste is recycled wherever possible.

Village Sensation ensures that all members of staff can work as safely as possible.

FURTHER INFORMATION info@village-sensation.com www.village-sensation.com

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

59

Company Profiles

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Video management and distribution systems by Cambridge Imaging Cambridge Imaging Systems develops software that enables its clients to manage and publish their video, image and audio content online in their own secure, branded websites.

Its media archive management system Imagen was developed to manage very large collections of media files for libraries, museums, commercial clip libraries, photo, sound and film collections. Clients include The British Library and Channel 4.

Imagen contains modules designed to reduce the manual intervention required to manage large-scale media archives. It can also be used as a media asset management system, with an associated website for streamed delivery and e-commerce systems.

For small and medium size archives that lack the internal resources or the technical expertise to manage and publish their content online, ImagenCloud is a cost-effective

cloud-based MAM and publishing system that can be used for ingesting, archiving and distributing large quantities of video, stills, audio and documents in a themed web interface.

It provides a convenient way to manage and publish video, images and audio without the need for hardware expenditure and hosting expertise, enabling users to start uploading and publishing their content online.

FURTHER INFORMATION Tel: 01954 262 004 info@cambridgeimaging.com www.cambridgeimaging.com

Brian James Trailers: connected to you Brian James Trailers has manufactured trailers for 34 years. Based in Daventry, Northamptonshire, its location in central England is ideal for logistics and accessible for customer visits.

Brian James’ comprehensive range of trailers have a five-year chassis warranty and full European approval. The company’s products are used commercially in a wide range of marketplaces and in a variety of applications, including landscape and amenity, building and construction, plant hire, forestry, commercial vehicle movements, utility companies, local authorities and motorsport.

The design and innovation team works with customers to ensure its products are ideally suited to

60

perform to their expectations, with particular focus on ease of operation and operator safety.

This guarantees Brian James’ products are fully compliant with current health and safety requirements Using only first-rate components ensures all products require infrequent maintenance schedules and the use of common parts guarantees minimum downtime, both of which contribute to very low operational costs.

Brian James’ products are robust, reliable, and safe, complimented by a competitive price and a market-leading warranty.

FURTHER INFORMATION Tel: 01327 308833 www.brianjames.co.uk

GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

Innovation and technology from Fiat Professional Fiat Professional’s current range of commercial vehicles is designed and built with innovative technological solutions, such as the Blue&Me infotainment system, Bi-link suspension, Start&Stop and eco:Drive Professional software.

These technologies help support the driver in obtaining the best possible fuel efficiency in every condition and, combined with Fiat’s state of the art MultiJet II diesel engines, help its vehicles provide class-leading economy.

In 2012, for the sixth consecutive year Fiat has been confirmed as the brand with the lowest average CO2 emissions in Europe, among the best-selling automotive brands, with an average of 119.8 g/km. The record is certified by JATO Dynamics, the world’s leading provider of automotive intelligence.

This is an important achievement and proof of Fiat’s commitment to sustainable mobility: in the past six years,

Fiat has reduced its average CO2 emissions by about 13 per cent from 137.3 to 119.8 g/km.

A result that is significantly lower than the average target set by the European Union for 2015 (130 g/km).

The Fiat Professional Range has received the International Van of the Year Award five times, more than any other commercial vehicle range.

This award is decided annually by an independent jury of European journalists, selected from all markets.

FURTHER INFORMATION www.fiatprofessional.co.uk

Best-known for agricultural machinery manufacture in Shropshire Harry West is the importer and distributor for Seko Eco chopping and mixing machine, produced in a factory in Padova, Italy.

The quality of this range of machines makes them ideal for small market gardeners, colleges and schools, councils and large private composting sites. They have also been used as feed units on bio-gas plants.

The design of these machines makes them ideal for dealing with a wide range of material cuttings and mixing. With low HP requirements and low noise levels, the machines range in size with a capacity of 5-30 cubic metres, available as static-trailed or self-propelled.

There is also a green specification as well as a green and compost version to which a stronger build can be fitted with a self-loading crane, weigh systems

and varying lengths of discharge elevators, including lids and a sprinkler system to reduce smells.

There are two demonstration machines available to view in action, these are the five cubic metre green-spec machine and the 15 cubic metre green and compost version. To view the machines, visit www.harrywest.co.uk or contact the sales team on 01948 840465.

FURTHER INFORMATION Tel: 01948 840465 www.harrywest.co.uk

Breathe new life into your watercourse

Professional wood-chippers and chipper-shredders

Aquatic Solutions UK provides effective solutions for your issues relating to water bodies and the surrounding environment; whether it’s the removal of silt or problems with bulrush or invasive aquatic weeds and reeds.

Using lightweight Truxor amphibious machines means that access can be gained to areas where larger plant and machinery can’t be used. Work is carried out on sensitive areas, such as golf courses, nature reserves, public parks and private properties, with minimum impact on the surroundings.

The machines have a variety of attachments that: cut aquatic weeds and reeds up to a depth of 2m; rake by collecting cut

The TS Industrie™ brand benefits from over 130 years’ experience, and it is proud to be the leader in the European market for professional mobile wood-chippers and chipper-shredders.

Wood-chippers are designed to process branch material into a woody, chipped end product for uses ranging from a surface mulch through to use in heating systems.

Chipper-shredders combine the functions of wood-chippers and plant shredders in one machine. The exclusive range of TS Industrie chipper-shredders are equipped with a patented Mixed Rotor™, designed to offer greater production than with other types of shredders whilst still breaking the plant fibres to maximise the speed of decomposition and aid the composting process.

TS Industrie’s main objectives are: volume reduction for lower waste management costs including collection, transport

material and deposits on the banks for removal or composting; excavate using clamshell attachments to remove silt or dig bulrushes and reeds out by the root; pump using a pumping mechanism to remove silt from the bed of the watercourse.

Aquatic Solutions also provides innovative, environmentally friendly solutions for recycling the silt on-site using Nicospan fencing to create new banks or making use of silt bags.

For a free, no obligation quote, contact Aquatic Solutions.

FURTHER INFORMATION Tel: 01788 810614 info@aquatic-solutions.co.uk www.aquatic-solutions.co.uk

Sport & Leisure

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

and processing; recycling of green waste an environmentally friendly approach and additional revenues; and to provide a cost-effective solution to your garden, park, hedge and tree waste arisings.

The company’s new model, the Tiger, is multi-tasking, practical, lightweight but still with great productivity.

Visit the TS Industrie stand at IOG Saltex, Demo area B84 (3-5 September, Windsor Racecourse, Berkshire) to see the unveiling of the new wood-chipper.

FURTHER INFORMATION www.ts-industrie.eu

A helping hand for sports pitches with 80 years’ experience in natural and artificial sports surfaces STRI works in partnership with local authorities, schools, colleges and universities, providing support for the design, development and maintenance of all your natural and artificial sports pitches. STRI’s team consists of the most knowledgeable sports turf consultants and advisors, with years of practical experience.

The 80-year-old company began offering this service after receiving numerous calls from schools and universities to help improve recently installed pitches; where it was apparent that quality designs and measures had not been followed.

STRI’s design and advisory services are used by clients with single pitch sites, multiple sport pitch sites and local authority amenity areas. The company offers independent advice and cost-effective solutions for the design, construction and management of all types of sports surfaces, including football, rugby, cricket, hockey, tennis and multi-sport surfaces.

Its specialist environmental team also offers a full range of services to guide clients through the planning process and will liaise with local authorities to attain planning permission for your projects.

The team conducts site assessments and ecological surveys and can provide advice on

all environmental and ecological matters.

STRI believes in supporting clients to develop good-quality and sustainable sports pitches and surfaces to their requirements, budgets and timings. The company’s consultants and advisors ensure that projects are completed to the required specifications, using good-quality materials and equipment and that each pitch or surface installed reaches the required quality standards.

The teams offer support for your natural and artificial sports surfaces. These include: sports pitch/surface design and construction, offering an independent service with guidance

through all stages of your project, including feasibility, landscape, environmental and planning surveys, designs, drawings and specifications, the tender process, appointment of contractors, and drainage and irrigation designs and solutions.

STRI provides design, construction and maintenance advice for multi-sports surfaces and sports clubs, as well as drainage and irrigation solutions advice from specialist water management consultants for the installation of new systems or upgrading existing ones. The company also offers management planning, which entails a holistic approach for full understanding of the site and the development objectives and targets.

What’s more, the teams give assessments of the effects of a development with impacts, mitigation, compensation and recommendations on appropriate actions to provide the best environmental “fit”.

STRI also conducts habitat and species surveys, identifying any issues, potential constraints and management solutions, including Phase 1 and NVC surveys.

FURTHER INFORMATION Tel: 01274 565131 www.stri.co.uk

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InBody helps your body realise your goals – losing weight, increasing muscle

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Derwent Healthcare

Find InBody at www.derwenthealthcare.com or telephone 01661 88619 to arrange your free, no obligation trial of an InBody analyser.

EVENT PREVIEW

Sport & Leisure

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

AT YOUR LEISURE

Leisure Industry Week is hosting the Reps National Convention which has a fantastic line-up of informative keynotes from leisure industry A-listers and a choice of 30 workshops Leisure Industry Week (LIW) returns to Birmingham’s NEC from 24-26 September this year bringing together professionals from across the spectrum of the leisure industry. This annual event comprises of seven leisure sectors; play & attractions, pool & spa, eat & drink, health & fitness, leisure facilities and sport.

This year LIW 2013 has announced significant new partnerships for the Play & Attractions sector, BALPPA (British Association of Leisure Parks Piers & Attractions) and its family entertainment centre subgroup, FECA will be partner sponsors assisting with the delivery of three targeted educational sessions based around their activities this year.

Paul Kelly from BALPPA said: “BALPPA is really excited about working with LIW again.

It is a great opportunity for all our members to experience the revitalised show at the NEC.” BIAZA (British & Irish Association of Zoos & Aquariums) have also partnered with the show and will design a programme of sessions

dedicated to zoos and aquariums on the third day of the show, offering practical advice and knowledge on how to diversify and enhance your visitor experience and more.

Zara Gaspar, communications manager at BIAZA said: “BIAZA is thrilled to be working with LIW. The event will allow our members to network with new businesses and will bring fresh ideas to the table. There is great potential in this partnership in helping the zoo and aquarium community provide the best services and experiences to the public.”

Both BIAZA and BALPPA will also be on hand within the Attractions Lounge for one to one sessions with visitors.

COOLING OFF The Pool & Spa section will benefit from a new partnership with the STA, the world’s largest independent swimming teaching and lifesaving

organisation, which will provide a feature called the STA Swim Zone. The STA Swim Zone will showcase a range of exciting events throughout the duration of the show. Visitors will be able to see a number of swimming, lifesaving and pool plant live demonstrations, as well as hear from some of UK’s leading suppliers of aquatic services and products to the leisure industry – all designed to show leisure operators how they can further maximise revenue from their pool facility.

Event manager, David Sanvoisin said: “We’re delighted to be working with the STA on bringing an interactive pool feature to the show floor. We’ve enjoyed an excellent relationship with the STA in recent years and look forward to developing that further as we enhance the pool and spa provision that LIW has to offer.”

Theo Millward, STA’s Operations Director said: “LIW is the industry’s biggest show, so we are thrilled to be able to partner with the show organisers and launch the STA Swim Zone. We are organising an exciting programme of live events for the three days, including baby and children’s swimming lessons, equipment master classes, pool plant operations, lifesaving, exercising in water and much more.

The interactivity of the STA Swim Zone will add a real buzz to the pool & spa zone, as well as provide visitors with ideas on they can further maximise their pool space and increase revenue.” E

Leisure y Industr rns tu Week re EC in to the Nam from h Birming eptember 24-26 Sfessionals for pro he leisure across t ustry ind

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BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Unit 2.4 - 2.6 Bynea Business Park, Bynea, Llanelli, SA14 9SU Head Office: 01792 361 686 Email: sales@crazyplayuk.co.uk Website: www.crazyplay.co.uk

RWH Construction Makes A Splash at Leisure Industry Week, NEC. RWH Construction exhibit Waterplay’s range of innovative aquatic recreation equipment and offer a full turnkey solution from conception to completion. The service is backed by 25 years warranty and 25 years industry experience. Unique to Waterplay are the interchangeable attachments and durability of materials, meaning RWH are partners for life.

Contact

Nicola Newton Telephone: 01543 362 214 Email: sales@rwhconstruction.co.uk

A high-quality mat for an exceptionally low price.

Call us today on 01379 873545 or visit our website www.cannonsuk.com If you find a cheaper mat else where, phone us for a sample for you to compare.

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

EVENT PREVIEW

Dr Ian Campbell, the medical expert on ITV’s The Biggest Loser, is taking a keynote on weight loss, examining what works, what doesn’t and why?

Keith Smith, global master trainer at Life Fitness will talk about the ‘Independent Older Adult’  In a bid to maximise the opportunity for visitors to try out the multitude of equipment within the health & fitness section, LIW has launched Power Hour, an hour in the afternoon of each day where attendees will have the chance to compete to see who is the fittest. The level of fitness of each participant will be measured using MYZONE belts which will be worn by everyone taking part.

EDUCATIONAL CONTENT The REPs National Convention returns to the LIW programme allowing visiting fitness professionals to gain CPD points in a variety of sessions. Programme highlights include two full days of fantastic educational content for all fitness professionals, a choice of 30 practical and informative workshops and a chance to test the latest and most innovative equipment to hit the market.

The REPs National Convention will also feature two top keynote sessions from fitness industry experts, The Biggest Loser’s Dr Ian Campbell and Life Fitness’ Global Master Trainer, Keith Smith.

KEYNOTES Dr Ian Campbell MBE is a well known expert on obesity and weight management.

Appearing regularly on TV and radio, he is the medical expert on ITV’s The Biggest Loser series. In 2000, Ian founded the National Obesity Forum and was Chair until 2006.

He is formally the Hon. Medical Director of

the charity Weight Concern and is currently medical adviser to www.nutracheck. co.uk – an online food diary service.

Ian Campbell’s keynote will examine weight loss – what works, what doesn’t and why?

He will explain how to understand the multifaceted problem of obesity; the role of encouraging self management and long term behaviour change; and the use of internet and mobile tools to support an individual’s weight loss efforts.

Keith Smith, global master trainer at Life Fitness, will give a keynote on the ‘Independent Older Adult’ – the biggest market for the fitness industry in the next 20 years. He will give you an understanding of who this client groups is, the benefits of working with this client group, why its important for the fitness industry to embrace this client group. He will also investigate some of the key physiological changes that happen with age and some of the many factors to consider when planning and delivering a session to this group.

Keith Smith has worked in the fitness Industry for over 20 years, for 18 years of that time he has worked with this client group.

He is a global presenter and has delivered sessions at all the major industry events.

WORKSHOPS There will be a workshop on working with disabled clients by YMCA Fit. This session is aimed at PTs, group X instructors and

employers. The Paralympics demonstrated to the world how disabled people have the same fitness goals, the same level of competitiveness and the same passion for taking part as motivated non-disabled participants. Working with disabled clients and employing disabled instructors is rewarding and makes good business sense.

Evolve Leisure will be taking a workshop on GPs, changes, clients & you. As of April 2013 there are some very key changes to the way GPs and other healthcare practitioners can refer patients to physical activity sessions. There are now health & wellbeing boards in your local area who have a ring fenced budget for improving the health & wellbeing of the local community. This session will explain to you how this new set up works, who to contact and what your programmes should include if you want to work with clients with health problems.

Premier Training International will take a workshop on posture and movement correction for the 21st century fitness professional. Postural analysis and corrective exercise is rarely an area for which clients seek out a fitness professional, despite the fact that many desperately need it. So how do you weave much needed postural correction into your client’s training? The key is to provide rapid analysis and exercise solutions that compliment rather than control the delivery of each training session allowing you to still emphasise the client’s higher training priorities. So what analytical tools work best and how should you best correct postural dysfunction? Find out by joining in the session.

Registration to attend LIW 2013 is free for professionals working within the leisure industry and can be accessed via the show website. L

Sport & Leisure

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

FURTHER INFORMATION www.liw.co.uk

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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Sport & Leisure

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Specialist swimming pool cover manufacturer

Pool Maintenance: preferred suppliers to MOD

Aquamat has been manufacturing pool covers since 1965 and is readily recognised by the industry as the UK’s leading specialist cover maker. This has been achieved by innovative design and by introducing new materials, techniques and products to the market.

Aquamat Swimming Pool Pyramid Foam® Heat Retention covers are manufactured from polyethylene foam.

Important features for these covers include: closed cell chemically cross-linked bonded polyethylene foam; pyramid under pattern, so the cover does not pick up water when being rolled up, reducing its weight; three-layer sandwich construction for super strength and high insulation (6mm or 8mm).

Top layer 240gm² tough reinforced woven material, available in blue or white, with a high-gloss finish; foam middle layer to ISO 845 33kg/ m³, thermal conductivity ASTM C177 0.0420 W/mK@40°C; under

Welcome to Pool Maintenance, specialist swimming pool engineers and preferred suppliers to the Ministry of Defence.

The company has been in the water treatment industry for over 35 years and, as such, it has accumulated a vast reserve of expertise and experience that enable it to guarantee the operational performance and upkeep of even the most demanding applications.

Not only does Pool Maintenance specialise in servicing and maintenance contracts to swimming pools worldwide, but it also offers the following disciplines: full cleaning and biofilm removal to all forms of confined space

film, new thicker 60gm² film, for strong wear protection and greater water resistance; foam middle layer, which incorporates Ultra•Fresh® antimicrobial treatment for lasting freshness, protection against bacteria, mould, mildew and fungi.

Aquamat reel systems. Electric rollers fitted with 24v DC IP68 low-voltage motors for maximum safety; stantions are made from stainless steel with powder coating protection; rolling tubes manufactured from 316 stainless steel; control panels provided with automatic stop on “open” and “closed” positions; standard systems are operated via a key switch.

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FURTHER INFORMATION Tel: 01457 765533 Tel: 07748 908201 www.poolmaintenanceltd.com

FURTHER INFORMATION www.aquamat4seasons.co.uk

RWH Construction makes a splash at NEC’s Leisure Industry Week Midlands-based building specialist RWH Construction is exhibiting Waterplay Solutions’ range of aquatic play products at Leisure Industry Week (24-26 September, NEC Birmingham).

RWH is the UK’s exclusive distributor for Canadian-based Waterplay, which has been designing and developing its aquatic range since 1987. To date, it has installed over 3,000 play parks around the globe.

The range is ideal for leisure centres, local authorities, theme parks and play centres as it creates environments that promote exploration, discovery, and fosters imaginative play for children, ranging from toddlers through to teenagers.

The extensive catalogue includes dumping buckets, cannons, slides and discovery streams; all aimed at harnessing learning in a safe environment.

RWH Construction has over 20 years’ industry experience

tanks, such as balance tanks, wash water holding tanks and portable water tanks; new pool installations; full refurbishments; filter vessel design and manufacture; chemical installations and UV treatment.

Pool Maintenance’s client base includes: MOD, NHS, equine facilities, schools and local authorities.

With water, Pool Maintenance can: heat it, clean it, treat it, bend it and form it. The only thing the company cannot do is walk on it.

and it has built a reputation for delivering projects on time and on budget. It provides a full turnkey solution from conception to completion, including full site survey, design and installation service.

Committed to quality, the products carry a 25-year warranty and meets the highest safety standards.

Visit RWH Construction on Stand P522 to view the range and discuss your project needs.

FURTHER INFORMATION Tel: 01543 362214 sales@rwhconstruction.co.uk www.rwhconstruction.co.uk

GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

Efficient payment solutions for businesses of any size As one of the first facilities management bureaus in the UK, London & Zurich has been providing businesses with payment-processing solutions since 1996.

The company uses its expertise to supply Direct Debit and card payment solutions, offering security and convenience for businesses of all sizes – with or without bank sponsorship.

London & Zurich’s cloud software, eBacs, has been designed with security and efficiency in mind. Businesses keep full control over their collections and benefit from the flexibility of being able to easily collect variable, one-off or recurring amounts.

Integrated Bacs reporting comes as standard to optimise

reconciliation and customer communication, freeing up staff hours to concentrate on core duties, while integration options with some of the leading accounts and leisure management packages make transferring information even easier.

London & Zurich also creates Bacs-approved mandates and sends out Bacs-approved welcome letters to take the hassle out of conforming to best practices.

Contact London & Zurich to see how its payment processing and disaster recovery solutions could benefit your business.

FURTHER INFORMATION Tel: 0121 234 7977 sam.pollard@landz.co.uk www.landz.co.uk

Cannons UK: the flooring company you can trust Cannons UK is proud of its outstanding achievements in providing high-quality sports flooring within the private and public sector.

The company’s priority is to sell high-quality flooring at realistic and affordable prices to all of its clients, which range from schools, the Ministry of Defence and all MMA and sports-related groups to training clubs, nurseries and individual sport enthusiasts.

Cannons UK prides itself on providing invaluable customer service, which involves excellent communication from the start to the completion of any inquiry.

The company will always go that extra mile to give its customers total satisfaction with any of its

products. Cannons UK supplies all types of gymnastic mats, from crash mats to interlocking mats, MMA mats and Tatami mats.

With free next-day UK delivery on all orders above £49.

Cannons UK is not solely based in the UK, it also has offices in Málaga, Spain, making it easier for the company to distribute throughout the whole of Europe.

A company you can trust: Cannons UK. Call today on 01379 873545 or visit the website at www.cannonsuk.com.

FURTHER INFORMATION Tel: 01379 873545 sales@cannonsuk.com www.cannonsuk.com

The supplier of choice for medical, health and fitness professionals Derwent Healthcare provides solutions to customers to improve the quality of people’s lives. It is the UK distributor for the Biospace InBody range of professional body composition analysers.

The company was honoured as a top 20 exhibitor at Leisure Industry Week 2012 and is looking forward to exhibiting in 2013.

With 25 per cent of UK adults considered obese, it has become apparent that the treatment of obesity is hinged on the reduction and control of body fat.

Over the past decade, a technique called Bioelectrical Impedance Analysis (BIA) has been developed, which analyses the body’s composition based on the electrical properties of biological tissues.

Biospace InBody technology has led to an amazing increase in accuracy and reproducibility and ended the misconception that BIA is inaccurate. Widely used in hospitals, football clubs,

Sport & Leisure

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

health and fitness centres and in university studies, the InBody has various systems within the range.

The InBody 720 is the ultimate choice. It can be used to assess fitness and nutrition, obesity management, weight-loss control and hydration status, and it is now used by The Gatorade Sports Science Institute and Newcastle United Football Club.

FURTHER INFORMATION Tel: 01661 886169 www.derwenthealthcare.com

A taste of luxury amongst Sustainability and energy London’s hustle and bustle publishing for professionals K West Hotel & Spa has a fun and vibrant ambience, which is fused with ultimate relaxation in a prime location.

A defining characteristic of all 220 guest rooms is the generous space, with the smallest being just under 300 sq ft.

Perched on a mezzanine floor above the bar, K West’s modern restaurant, Kanteen, offers high-quality food and a sociable atmosphere.

Named “Best UK Luxury Hotel Spa” at the World Luxury Hotel & Spa Awards 2011, K West’s holistic spa offers a range of exclusive treatments.

K Spa introduced the first “Snow Paradise” to London, which mimics the Finnish experience of alternating between freezing and steamy environments. The unique “Sun Meadow” offers specialist light therapy to treat Seasonal Affective Disorder and the “Vanity K” nail bar is the place to be pampered.

The spa also features a twinkling hydrotherapy pool, sanarium, sauna, dry flotation tank, aromatic herbal steam room and fully equipped K Fit gymnasium.

Suited to small and medium sized events, the meeting rooms are contemporary, spacious, air-conditioned, naturally lit and offer optimum comfort. Meeting rooms hold up 25, boardroom style, and 55, theatre style.

With a focus on relaxation alongside business facilities, including Wi-Fi everywhere, K West is the perfect place for both your business and pleasure visits to London.

Earthscan from Routledge is the world’s leading publisher on sustainability and environmental technologies, providing essential resources for professionals across the industry, as well as catering to the needs of lecturers and students.

Its current publishing programme supports books across a wide range of types: from engaging textbooks and practical resources for faculty and professionals to cutting-edge research.

With an ever-increasing portfolio of product publishing, Earthscan has titles across key areas, including: renewable energy, agriculture, environment policy,

climate change, construction, education and architecture.

Sign up to the free monthly newsletter for local news, interviews and special offers.

Visit www.routledge.com/ forms/earthscan_routledge_ newsletter_sign_up/ for details.

Read about related articles on the blog: www.routledge. com/sustainability/campaigns/ earthscan_from_routledge_blog.

For more on Earthscan’s publishing portfolio, connect via Facebook: www.facebook. com/earthscan or Twitter: www.twitter.com/earthscan.

FURTHER INFORMATION www.routledge.com/ sustainability

FURTHER INFORMATION Tel: 020 8008 6600 www.k-west.co.uk

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Our primary objective has and always will be to exceed our customers’ expectations by delivering high quality services on time.

Our quotes are free; our rates are reasonable; our standards of work are exceptional.

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EVENT PREVIEW

INNOVATIONS IN WASTE MANAGEMENT

The Local Authority Seminar Theatre at RWM will host three days of talks addressing all aspects of public waste management

This year, the NEC will again play host to Europe’s premier annual resource efficiency and waste management show when RWM in partnership with CIWM 2013 opens its doors from 10 to 12 September. The event is set to break all records this year, with over 750 exhibitors and 15,000 visitors expected, plus a host of new and favourite features to deliver unrivalled business, networking and learning opportunities. The 2013 show will be the third since the merger with CIWM’s Futuresource exhibition and is stronger than ever, being 52 per cent larger since the merger.

RWM in partnership with CIWM is always well attended, with all of the top ten authorities represented this year. The show has become a must-attend date in the annual calendar for all wanting to keep up with the latest tools and innovations in waste management and to ensure they are providing their residents with the best quality waste management service at the best possible price.

THE CONFERENCE RWM in partnership with CIWM features 150-plus expert speakers in the waste industry’s largest free CPD‑accredited conference programme.

At the heart of RWM’s extensive conference programme is the Leaders Arena, which

is where visitors will see CEOs in waste share their vision of the future of waste and resource, how they set out new policy, with some special guest speakers providing insightful, refreshing, and inspirational talks. It’s the perfect opportunity to shake hands with senior waste experts and to get to the heart of the big issues.

Headlining the Leaders Arena is Lord Robert Winston. Widely regarded as the UK’s pre‑eminent expert in reproductive medicine, Lord Winston is Professor of Science and Society and Emeritus Professor of Fertility Studies at Imperial College. He will be giving an inspirational talk on how humans are motivated to improve the world around them (this takes place on Wednesday 11 September).

Other key speakers in the Leaders Arena include David Newman, President of the International Solid Waste Association (ISWA), who will discuss how careful waste management can provide sustainable development in fast growing developing nations. He will also look at waste emergencies in developing countries and ways to tackle these through international partnerships, public-private investments, aid, and other financial instruments.

Professor Jacqueline Cramer, Professor in Sustainable Innovation at Utrecht University, will also share her views on Europe’s journey from waste management to a truly circular economy, with particular insight on the obstacles that companies will face.

INDUSTRY CHALLENGES Addressing the industry’s major challenges will be a heavyweight line-up of speakers, including David Palmer-Jones, chief executive of Sita and chairman of the Environmental Services Association; Ian Wakelin, chief executive of Biffa; Peter Greenhalgh, chief executive of M&W Group; and WRAP chief executive Liz Goodwin. Chaired by a partner from law firm SNR Denton, this will be a rare opportunity to hear what these industry chiefs think about issues such as delivering a new waste infrastructure and what will be the biggest commercial opportunities in the future.

Another key conference theatre ensuring that local authorities will be well catered for at the show is the Local Authority Seminar Theatre with three days of talks.

Speakers will address all aspects of waste management in local authorities, from the ‘big debate’ on commingled versus source segregated collections and an exploration of the MRF code of practice, to the future of EU legislation and what it means for the UK. It will also look at strategies for building successful local authority partnerships.

A line-up of over 30 speakers, mostly from local authorities and central government, in the Local Authority Theatre across the three days of RWM in partnership with CIWM means there’s plenty to look forward to.

Recent scrutiny over the quality of recyclates for councils operating commingled collections rather than source segregated has brought into question which method is more effective.

Matt Prosser from South Oxfordshire and Vale of White Horse E

Recycling & Waste Management

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David Ingham from London Borough of Richmond will discuss how different parties across his borough have been working collaboratively to educate and engage children and residents in textile reuse and recycling to improve landfill divergence Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

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EVENT PREVIEW  District Councils will join this discussion to share his experiences and insights.

Extending this topic, Richard Pullen from Defra will look at the Code of Practice for Material Recycling Facilities, which is intended to ensure that the UK can demonstrate how commingled collection produces a quality recyclate that matches the requirements of the EU revised Waste Framework Directive.

His talk will explore what these changes mean for local government as part of his ‘Recent Policy Developments’ presentation.

LEARN FROM OTHERS Also not to miss is the talk from Stephen Didsbury from the London Borough of Bexley, who will share how his authority has extended its recycling services to SMEs in the local area and the achievements and learnings gained from implementing this service. Of further interest, David Ingham, London Borough of Richmond will discuss how different parties across his borough have been working collaboratively to educate and engage children and residents in textile reuse and recycling to improve landfill divergence.

Other speakers of note in the Local Authority Theatre include Councillor Clare Whelan OBE from the London Borough of Lambeth, who will analyse how localism should drive more flexible and efficient waste services. Also from Defra, Dr Colin Church, director of Climate, Waste and Atmosphere will advise on how waste prevention will be represented in policy and what the impacts of this will be for local authorities.

Many other inspirational speakers will be appearing across the conference including eco-adventurer Andy Pag, who drove around the world in an old school bus powered by used cooking oil, and ethical living journalist, Lucy Siegle, who will explore how to get householders to recycle. Current legislation will be explored by Professor Dieter Helm, Independent Chair of the Defra Natural Capital Committee, who will take a close look at where legislation is leading us and how we can do the best for the environment and the economy.

SHOW FEATURES Key themes and features return to the show this year, such as The Materials Village, which focuses on recycling and reprocessing a wide range of waste streams from collection and sort, to end markets for recovered material. Materials on show include glass, textiles, scrap metal, waste electrical and electronic equipment, paper and more. Organisations taking part in the Materials Village include the Association for Organics Recycling, the Confederation of Paper Industries, British Glass, British Metals Recycling Association, the Resource Association and the Textile Recycling Association.

The Social Enterprise Zone is designed to recognise the valuable role of the third

sector in waste management. Experts from a variety of organisations will be on hand to offer advice, including Scrapstores UK, the Community Resource Network, REalliance, Rehab Recycle and the Furniture Re-use Network.

The event organisers (i2i Events Group) have also developed several ‘trails’ to help people with targeted agendas make the most of their visit. The New Exhibitor Trail will help those who regularly attend RWM in partnership with CIWM hone in on some of the latest developments and new exhibitors in the sector. This is complemented by the Innovation Trail, which highlights the new technologies on show.

The Energy from Waste Trail focuses on technology, infrastructure and equipment for both biological and thermal processes, covering everything from anaerobic digestion to gasification, pyrolysis and combined heat and power. Finally the Working Exhibit Trail reveals waste management in action by highlighting the exhibitors with working machinery and product demonstrations on their stand.

New for 2013 is the Skills Village, in association with WAMITAB (Waste Management Industry Training and Advisory Board), which will showcase all aspects of skills, training and career opportunities in waste and resource management. It will provide access to introductory courses for those looking to enter the industry through to bespoke training and professional development opportunities, industry exhibitors and networking opportunities.

EXHIBITION Exhibitors returning to RWM in association with CIWM in 2013 include industry leading reprocessing and vehicle manufacturers such as Dennis Eagle, Faun Zoeller and

NTM, some of Europe’s largest Refuse Collection Vehicle (RCV) manufacturers, along with Geesink Norba, Europe’s largest provider of RCVs and waste compactors.

One of Europe’s fastest growing RCV and Tanker producers, Farid Heil, will also be exhibiting, as well as Mercedes and Izusu, the truck manufacturers, JCB, construction machinery, and Norbert Dentressangle, the freight and logistics specialist.

Networking is high on the agenda at RWM in partnership with CIWM, where visitors will benefit from 60 plus hours of face-toface meetings, social events, matchmaking sessions, official functions, debates and informal get-togethers at the show. Working hand-in-hand with the networking events is the event’s website, which provides detailed information on all exhibitors, the conference programme, show features, tours and trails. The website is useful resource for visitors to start planning their visit to the show (www.rwmexhibition.com).

With many professionals embracing a wider sustainability remit in their role, RWM in partnership with CIWM 2013 is co-located with three complementary events this year: The Energy Event (www.theenergyevent. com); The Renewables Event (www. therenewablesevent.com) The Renewables Event; and The (new) Water Event (www. thewaterevent.com). These events, which can be accessed for free by all visitors to RWM in partnership with CIWM 2013, offer answers to the whole range of business sustainability challenges including water and energy management and efficiency. L

Recycling & Waste Management

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

FURTHER INFORMATION

To register for your The free ticket, s Leader see visit www. l l i w a Aren aste share rwmexhibition.com quoting priority w n i s code GBUS2 e h O t CE n of o i s i v r d i an the f waste ow o e r u t fu and h resourcet out new they se licy po

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LOGO WITH PARTNERSHIP CREDIT AND DATES

LOGO WITH PARTNERSHIP CREDIT PLUS EVENT TIT

Europe’s leading resource efficiency and waste management event Source new products and services from over 750 exhibitors, network with thousands of industry professionals and hear the latest thinking from over 150 expert speakers at the industry’s largest FREE CPD-accredited conference

Register for FREE ENTRY at: rwmexhibition.com Quote priority code: EGB1

KNOWLEDGE | NETWORKING | PRODUCTS FIND OUT MORE

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CO-LOCATED EVENTS

GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

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AN i2i EVENT

Industry specific operator training from Mentor

Case: for your toughest construction challenges

Mentor is the UK’s leading provider of fully accredited operator training on all types of forklift trucks, overhead cranes, access platforms and mobile plant.

With over 25 years’ experience and 200 training professionals, Mentor’s size and structure means it can fully satisfy the training needs of any type of business.

Mentor is experienced in delivering training to the waste management and recycling industry, with sector-specific courses recognised by Energy & Utility Skills’ Plant for Utilities Scheme.

The company is committed to working with the leading associations and accrediting bodies, ensuring that all courses comply with the latest HSE legislation and industry best practice. Courses are delivered at your site and are available at any UK mainland location, at competitive fixed daily rates.

Purpose-built training centres provide venues for off-site operator training

Case Construction Equipment is a full-line plant and machinery supplier, working in partnership with construction and civil engineering users, worldwide.

From compact mini excavators and skid steer loaders, through backhoe loaders, telescopic handlers and crawler dozers, to heavy earthmoving excavators, articulated dump trucks and wheeled loaders, Case is a major player in every sector of the construction and industrial machinery markets.

Through a global network of dealers, with depots in more than 100 countries, Case is a worldwide equipment leader.

Case Construction Equipment is a division of CNH Global, one of the largest manufacturers of construction, agricultural and industrial equipment in the world.

With the backing of CNH, Case dealers can provide a complete equipment solution, from finance and leasing, through

and safety management courses, including IOSH. Mentor’s dedicated account managers work closely with customers, providing comprehensive training records and total administrative support, as well as technical guidance and bespoke training solutions from its specialist Performance and Risk Management division.

For advice or to discuss your requirements, visit the team at RWM, Stand 20F39-E38, 10-12 September, Birmingham NEC. FURTHER INFORMATION Tel: 01246 555222 www.mentortraining.co.uk

service and maintenance, to rapid global parts supply.

Case Construction Equipment works in partnership with its dealers and its customers, to find the right equipment solution for every civil engineering application.

With more than 165 years of manufacturing experience and a proud heritage of innovation, engineering excellence and robust build quality, you can trust Case Construction Equipment to deliver on its promise, as your plant partner in the civil engineering business.

FURTHER INFORMATION Tel: 00800 2273 7373 www.casece.com

Six new road sweepers for the Vale of Glamorgan

Working together for fleeting success

The Vale of Glamorgan has just taken delivery of three new Scarab Merlin XPs, all built on the popular 7.5 tonne DAF 45LF chassis.

These will join three other Scarabs, including another Merlin on a 12-ton chassis, a Scarab Mistral 15-ton dual-sweep and a Scarab Azura Compact.

The Scarab vehicles have now replaced sweepers from another wellknown manufacturer.

The Merlins are all single-engine hydrostatic sweepers, which give excellent class payloads. They also offer great performance and fantastic fuel efficiency thanks to the single-engine concept, as pioneered by Scarab over 20 years ago.

The new vehicles are fitted with additional driver aids, such as a four-camera recordable system from ISS, auto lube and onboard weighing system, and teal hand-wash units.

Specialist Fleet Services (SFS) is a vehicle and plant solutions provider and partner to the waste management sector. Established in 1992, it has been part of the Rothschild Group since 1996.

Working with local authorities and private sector customers, SFS has over 20 years experience in sourcing, mobilising and maintaining fleets. During this time it has established a reputation for delivering exceptional service, quality, value and efficiency.

SFS’s comprehensive offer ranges from leasing to contract hire, fleet management and workshop management solutions. It also has a network of workshops and mobile service engineers, providing flexible

One of the Merlin XPs also comes with a dual-sweep and suction option.

The sweepers are based at the Alps depot and at Barry where the hit comedy TV series Gavin & Stacey was filmed.

This new Scarab fleet is no joke but is sure to be a big hit.

Visit Scarab Sweepers on Stand 20C39-B38 at RWM 2013, 10-12 September, NEC Birmingham.

Waste Management

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

maintenance options and comprehensive fleet support to help keep customers’ frontline services running smoothly.

The past year has seen significant public and private sector contract awards for SFS, with major orders placed by Hyndburn and Northampton Borough Councils, Kier Services, Cory Environmental Municipal Services, and a joint procurement

by Staffordshire Moorlands District Council and High Peak Borough Council, amongst others.

For more information, visit SFS on Stand 20C19 at RWM (10-12 September, NEC Birmingham).

FURTHER INFORMATION Tel: 01604 234601 www.sfs.co.uk

FURTHER INFORMATION Tel: 01622 831006 www.scarab-sweepers.com

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Need space..?

Magnetic solutions in separating technology Bakker Magnetics is a passionate innovator with more than 40 years of experience in the broad field of applied magnets. Many patents and groundbreaking concepts have been developed by the company. This knowledge and expertise assures you of solutions to suit your own individual situation.

Within the product range for Industrial applications Bakker Magnetics develops tailor-made systems for the separation of ferrous and non‑ferrous metals, providing effective solutions for the waste processing and recycling ons in separating technology sectors. Bakker Magnetics is the magnetic solution supplier with the latest state of art equipment from a wide range of Eddy Currents, thin the product range for Industrial wide range of Eddy Currents, Overbelts plications Bakker Magnetics develops Overbelts and and Drum Magnets all known for their high Drum Magnets all known for their high quality and lor-made systems for the separation of quality and high efficiency. high efficiency. rrous and non-ferrous metals, providing

fective solutions for the waste processing

d recycling sectors. Bakker Magnetics

the magnetic solution supplier, with the

test state of the art equipment from a

Centre of magnetic knowledge...

Centre of magnetic knowledge...

UK distributor: Lift Hold & Separate. Please visit www.lhs.uk.com

ker Magnetics bv Sciencepark Eindhoven 5502, 5692 EL Son - The Netherlands, Phone +31 (0)40 - 2 678 840, +31 (0)40 - 2 678 899, E-mail: Info@bakkermagnetics.com, www.bakkermagnetics.com

Bakker Magnetics bv Sciencepark Eindhoven 5502, 5692 EL Son The Netherlands, Phone +31 (0)40 - 2 678 840, Fax +31 (0)40 - 2 678 899, E-mail: Info@bakkermagnetics.com, www.bakkermagnetics.com

Friday 2nd & Saturday 3rd November: The bet365 Charlie Hall Meeting

Your requirements may be for a local Waste Transfer Station, a regional salt barn or a bulk store capable of providing 100,000m³ of storage space – the team at De Boer are likely to be able to help: • Quick to build • Reduced whole-life costs • Improved return on investment • Designed to UK specifications Contact De Boer now to discuss your requirements and learn about the possible solutions.

De Boer Structures (UK) Limited Castle Park, Boundary Road Brackley, Northamptonshire NN13 7ES Tel: 01280 846500 Email: sales.UK@deboer.com

Delivering plant operator training to the waste management and recycling industry

01246 555222

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

www.mentortraining.co.uk

Bakker Magnetics BV: separation technology The magnetic systems for industrial applications from Bakker Magnetics allows greater efficiency and cost-effectiveness in your recycling processes.

Bakker develops, produces and supplies tailor-made solutions based on permanent magnets.

As a manufacturer of magnets and magnetics systems, Bakker is an experienced developer of separation systems for the recycling industry with more than 40 years’ experience in this sector.

The recovery of valuable materials from the flow of waste is becoming increasingly important due to increasing environmental awareness, rising of raw materials and new separation techniques.

It seems recycling not only offers a means of reducing

the amount of waste but also greater financial benefits.

If you wish to take advantage of these benefits, choose the complete solution from Bakker Magnetics. The company provides complete systems and powerful components, such as overbelts and magnetics drums for separating ferrous components, or Eddy Current Separators for recovery of non-ferrous metals.

As Bakker prefers to construct its systems in modules, they can be efficiently and flexibly maintained and adapted to any of your existing and future recycling systems.

FURTHER INFORMATION Tel: 01525 372714 accounts@lhs.uk.com www.lhs.uk.com

What’s on the agenda at Europe’s leading event?

This year, 10-12 September, the NEC Birmingham will welcome Europe’s premier annual Resource Efficiency and Waste Management (RWM) Show, in partnership with the Chartered Institution of Wastes Management (CIWM).

Set to attract over 15,000 visitors, the event features more than 750 exhibitors and over 150 expert speakers in the largest free CPD-accredited conference programme in the industry.

With many professionals embracing a wider sustainability remit in their role, RWM in partnership with CIWM has three complementary events for 2013: the Energy Event, the Renewables Event and the Water Event, all free for visitors.

Central to all four events are

the conference programmes.

Delivering improved waste services at less cost, generating revenue from waste and motivating householders to recycle will be key themes at the CPD-accredited seminars.

Highlights include a panel debate on building successful LA partnerships and capitalising on the benefits of collaborative working on procurement, collection, reprocessing and recovery strategies.

To register for free entry, visit www.rwmexhibition.com. You can also follow and share your news on Twitter via @RWM_with_CIWM or use #RWMwithCIWM.

Delivering waste solutions

Managing waste more sustainably is one of the great challenges of our time.

The issues for major producers of waste can be complex, with the result that the process can be costly and time-consuming. It is against this backdrop that Hills Waste Solutions offers a range of specialist waste management services across the UK. The drive to reduce, reuse, recycle and recover has particular relevance for businesses and Hills’ success is based on helping private and public sector customers achieve their waste management targets.

Hills’ continued investment in new facilities and technologies ensures it is able to transform household and business waste into valuable resources, whilst reducing volumes to landfill.

Waste Management

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Hills is one of the largest family owned waste companies in the UK. Experience in dealing with complex waste streams and achieving zero waste to landfill targets for national and international customers sets the company apart from its competitors.

Hills’ strength lies in its capacity to bring together technology, logistics and personnel into a working arrangement that produces positive results.

Customers remain with Hills because they like its people, the way it does business and the positive impact the company has on customers’ supply chain.

FURTHER INFORMATION Tel: 01793 714950 waste.sales@hills-group.co.uk www.hills-waste.co.uk

Need space? De Boer’s has cost-effective solutions Councils and infrastructure organisations across the UK are turning to De Boer due to its ability to provide quick-to-build and cost-effective solutions for high-volume buildings, suitable for the waste and recycling sectors.

Your requirements may be for a local waste transfer station, a regional salt barn or even a bulk store, capable of providing 100,000m³ of storage space.

Whatever the requirement, your facility can be supplied in a matter of weeks; becoming a valuable asset that remains in place for 20 years or longer.

With extensive experience of working within live depots, at airports and docks, and to the tightest of programmes, De Boer provides long-term solutions

that can be relocated or altered according to your needs.

These are quick to build, offer reduced whole-life costs, give improved return on investment and are designed to UK specifications.

The standard design offers a robust solution for demanding storage problems, yet permits the addition of retaining walls, door and roller shutter apertures.

Cladding options are available with the potential to add insulated cladding panels, security doors or glazing to ensure the facility delivers to your expectations.

FURTHER INFORMATION Tel: 01280 846500 sales.uk@deboer.com www.deboer.com

FURTHER INFORMATION www.rwmexhibition.com

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Learning & Development

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Mind Click for all of your e-learning solutions End-to-end e-learning solutions from Mind Click delivers the right message to the right learners. Deploying creative learning solutions through Totara LMS, whether on desktop or mobile is what we do.

From saving lives for the Royal Yachting Association to saving energy for BT, Mind Click knows there is an approach that’s right for every learning message.

Whether you work in the public or private sector, learners have a wide range of needs that must be recognised, and Mind Click creates effective solutions to target those needs.

Mind Click has seen it all: from charities to banks, defence companies to universities, it

has taken the most diverse range of content and created award-winning courses that engage and inspire.

The company has made training and resources used by thousands of learners in a multitude of locations, from behind a desk to a vessel at sea.

Built upon strong writing, bold design and new technologies, the creative team continues to deliver training and information in new and innovative ways.

Get more information from the website or join the Twitter discussion at @mindclickuk.

FURTHER INFORMATION Tel: 0115 906 1270 www.mind-click.com

The opportunity to invest in and develop your staff Aspasia Consultants delivers compelling and relevant learning, development and human resource services.

The company specialises in leadership and management development, and is an approved centre for the Institute of Leadership & Management. It can provide the opportunity for managers to gain recognised leadership qualifications.

Aspasia has its own 360º appraisal system to help leaders see their strengths and development areas.

It understands how complex employment law can be, so the company can help managers with HR requirements and with managing performance. Aspasia

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can make your recruitment easier and is qualified to use psychometric testing.

Need help with redundancies or outplacement coaching?

The company can help with that, too, and much more.

With the current economic challenges, now is the ideal time to invest in your people.

As well as management development, the courses Aspasia offers include: customer service, sales skills, CV writing, personal development, mentoring and coaching.

FURTHER INFORMATION Tel: 01202 873518 www.aspasiaconsultants.co.uk

GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

Understanding investment risk with a view to maximising returns

Arjent is an established investment management boutique. From its roots in alternative investments, it offers full portfolio management and brokerage services to private clients, intermediaries, charities and corporations.

Arjent offers access to a range of investments, including UK and international equities, collectives, bonds and alternatives.

Specifically, Arjent’s discretionary managed portfolios offer multiple-asset classes and geographies. The prime objective is to understand clients’ risk appetite before recommending an appropriate model from a range of 10 risk-graded portfolios.

The pricing for this service is highly competitive with an

annual fee of one per cent and no commission charges* and all of these portfolios offer daily trading.

Portfolios can also be tailored to bespoke circumstances: this service having recently been awarded five stars from Defaqto.

Arjent’s portfolios are compatible with a range of ISAs, SIPPs and offshore bonds.

For more information, contact James Hutson (MD) or Adam Sketchley (head of investments). *A flat transactional fee of £20 per transaction applies.

This editorial is for information purposes only and should not be construed as a recommendation or solicitation to buy.

FURTHER INFORMATION Tel: 0207 965 0600

Looking after your assets Baily Garner is an interdisciplinary construction consultancy comprising of architects, building surveyors, quantity surveyors, mechanical and electrical engineers, environmental engineers and project managers.

The company has been providing comprehensive high-quality built asset advice to the local authority for over 25 years, on a national basis. Baily Garner’s client base covers the entire local government spectrum and it has gained detailed experience from a whole host of buildings and types, from town halls through to schools and leisure centres.

Over recent years, the company has added efficiencies into its approach to projects to get the most from the limited funds that are available to deliver capital projects. Baily Garner has invested in BIM technologies to build on our collaborative approach, as an example.

Baily Garner can help local authorities in all aspects of their

built portfolio: from condition surveys to compliance testing, planned preventive maintenance to whole facility re-builds, or from advising on energy consumption reduction to strategic asset and master planning.

Baily Garner’s services are all formed around your needs, assisting you to manage your built asset stock in an efficient and business-focused manner to improve building environments for everyone.

FURTHER INFORMATION Tel: 0208 294 1000 tim.bush@bailygarner.co.uk www.bailygarner.co.uk

EVENT PREVIEW

THE EVENT FOR THE L&D INDUSTRY

Learning & Development

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Talent development, leadership, organisational change and staff engagement will be debated at the World of Learning Conference & Exhibition on 1-2 October at NEC Birmingham

Over its 20 year history, the World of Learning Conference & Exhibition has become the UK industry event for all L&D professionals. This year’s programme reflects the current concerns of the L&D industry including the topics of talent development, staff engagement, leadership and organisational change as well as the essential perennial L&D topics.

LEARN FROM OTHERS A visit to the World of Learning presents L&D professionals with an invaluable time and cost-efficient opportunity to share experiences and learn from others how to best overcome the hurdles and ensure you are delivering the solutions the business needs to stay ahead. Visitors can Listen to case-studies from organisations that are leading the way in L&D practice, and find out what it takes to deliver the L&D strategy your organisation needs to stay ahead.

By combining extensive research with authoritative input from key industry figures, the conference programme provides an up-to-the-minute overview of the vital issues facing the senior L&D professional.

Speakers include Stevan Rolls, UK Head of HR at Deloitte, Catherine Rush, Head of Talent at DMG Media and Sam Burrough, Online Learning Consultant at Unum.

be in five years’ time and what this means for your organisation. They will investigate what development will make your leaders effective and drive the business in future, and how L&D can support leaders to manage through economic and demographic shifts.

The conference brings real benefit to L&D professionals as Anita Wood, from Goldsmith Williams solicitors in Liverpool who visited the event last year, explains: “I found The World of Learning helpful in that I could hear about the benefits of the experience of L&D professionals first hand. It is reassuring to hear from other companies how their L&D practices have has worked for them – this is something that I can report back to my work which is very valuable.”

Professor Patricia Riddell, Professor of Applied Neuroscience at the University of Reading will take a seminar on how the brain learns.

She will discuss how understanding more about how the brain learns can help a business to deliver learning results. She will also answer the questions, what might prevent people from applying what they have learnt during training, and how can we make learning more sticky?

Catherine Rush, Head of Talent, DMG Media and Andy Dickson, Head of Global Solutions, Impact International, will take a session looking at delivering continuous talent management. They will examining where training ends and talent management begins, talent management as a driver to motivation and productivity, designing courses for the whole organisation, and how to have a ‘talent brand’ attracts, retains and maximises human capital.

Over r ea its 20-y, the history earning fL World oerence & Conf as become on h Exhibiti UK industry the ll L&D a r o f t even ssionals profe

LEADERSHIP Charles Elvin CEO of the Institute of Leadership & Management and David Steer, ILM Centre Manager, Admiral Group, will take a seminar on cultivating agile leaders to deliver future growth and success.

They will examine where leadership will

There will be an afternoon panel debate on the future of learning and development.

The panel will discuss the impact and opportunities of the latest technology developments in L&D, as well as some of the lessons learnt, from LMS to mobile to MOOCS. How do you adapt and keep on top of such a rapidly changing world in the delivery of learning? Should technology be defining or enabling learning, or is technology not really the important thing in L&D? POPULAR FEATURES There are several inspiring features at the exhibition including the popular free seminar programme, the Professional Development Zone and the International Zone, which attracts L&D buyers from overseas. A popular area at last year’s exhibition, the Technology Test Drive enables visitors to sample the latest innovations in learning technologies.

Andrew Gee, Senior Project Manager for the World of Learning Conference & Exhibition, comments: “The World of Learning Conference & Exhibition has established itself as the country’s most comprehensive learning and development event, which continues to equip visitors with the skills and support they need to keep pace with the fast evolving L&D sector.”

Visitors to the free exhibition will find companies offering the latest in all sectors of L&D from e-learning and mobile learning to experiential and classroom learning. The event is a ‘one-stop-shop’ for L&D professionals looking for a complete blend of learning solutions to help make a positive impact on their business learning. The World of Learning 2013 is held in association with the British Institute for Learning & Development, the Institute of Leadership Management and is supported by UK Trade and Investment. L FURTHER INFORMATION www.learnevents.com

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BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

your boss can’t do without you neither can your career You know how much your boss relies on you – and you know they appreciate it. But is that progressing your career? Bosses across the UK, in all sectors are looking for PAs and EAs they can rely on to help take their organisations forward. In fact, last year we worked with over 30,000 companies to find the staff they needed.

What’s more, our specialist consultants fully understand the demands of your job, so we can offer thoughtful career advice, and personalised guidance through every stage of the recruitment process.

Visit us on stand 1030 at the Office show in October or get in touch today. contact Victoria darragh on 0207 391 6612 or email victoria.darragh@hays.com

PA-7345 Government Business July.indd 1

01/07/2013 15:51

Nürnberger Lebkuchen und andere feine Spezialitäten.

Nuremberg Lebkuchen, pastry and other choice specialties.

Please visit our booth no. 3031 at Office*

Qualität aus Deutschland Bewährte Rezepturen, erlesene Zutaten und meisterliches Können garantieren die ausgezeichnete Qualität unserer Nürnberger Lebkuchen- und Gebäckspezialitäten.

Für Genießer in aller Welt Meisterlich gestaltete, trefflich verarbeitete und hochwertig gefüllte Geschenk-Truhen und -Dosen verleihen dem Geschenk einen einmaligen Charakter.

German quality Tried-and-tested recipes, exquisite ingredients and great skill guarantee the excellent quality of our Nuremberg Lebkuchen and biscuit specialties.

For enjoyment throughout the world Masterly design and excellent workmanship as well as the delicious content contribute to the unique character of our gift tins.

Schnell, preiswert und gut Sie suchen in Ruhe aus und nennen uns die EmpfängerAdressen. Alles weitere erledigen wir für Sie. Wir verschicken Ihre Präsente in alle Welt – termingerecht und zuverlässig. Auf Wunsch mit persönlichen Grußkarten.

Fast, inexpensive and efficient Our customer service ensures fast, inexpensive delivery all around the world. Upon request we add your personal greeting cards.

Wir beraten Sie gerne. Sie erreichen uns: | It will be a pleasure for us to give you more information. You can reach us:

Phone +49 (0) 911 - 89 66 174 · Fax +49 (0) 911 - 89 20 844 · juergen-merkel@lebkuchen-schmidt.com · www.lebkuchen-schmidt.com LKS_13_AZ_Export_proActive_A5_4c.indd 1

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06.05.13 14:49

EVENT PREVIEW

WELCOME TO THE OFFICE*

Office Management

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Office* – the UK’s leading annual exhibition and conference dedicated to office managers, PAs and executive support professionals, has Katie Piper – charity campaigner, TV presenter and bestselling author – confirmed as its headline keynote office* – the UK’s leading annual exhibition and conference dedicated to meeting the business and training needs of office managers, PAs and executive support professionals is taking place on 8-9 October at Olympia, London.

Informative, inspiring, buzzing, brilliant, motivating, fun, effective, and essential – these are just some of the words attendees have used to describe last year’s office*, which saw 3,687 industry professionals packing the aisles over the two days. With 93 per cent of surveyed visitors in 2012 rating the show as excellent/good, and 81 per cent indicting that they would re-visit, 2013 looks set to be another great year for office*.

It is this success that saw office* shortlisted for a prestigious Best Trade Show Exhibition (under 2,000sqm) Award by the UK’s Association of Event Organisers (AEO) in its annual Excellence Awards in June this year.

KEYNOTE SPEAKER Charity campaigner, TV presenter and bestselling author Katie Piper will host a headline Keynote at this year’s office* show.

Having successfully rebuilt her life after surviving a horrific sulphuric acid attack in 2008, Katie has been a familiar face on UK television – first appearing on Channel 4’s Katie: My Beautiful Face, which won best documentary at the 2011 Broadcast Awards.

In 2009, she set up The Katie Piper Foundation to improve rehabilitation facilities for burns survivors, providing support and information on burns, scars and treatment.

A well-regarded seminar speaker and coach, Donna will be sharing insider knowledge from the world of being a celebrity PA with office* delegates on the opening day of the show.

The Keynote programme is renowned for attracting a host of ‘inspirational’ names. Previous headline Keynote speakers include Deborah Meaden, Karren Brady, Michelle Mone and Jacqueline Gold – and this year it’s Katie Piper’s turn to draw in the crowds.

session on managing back and neck disorders in the office. We seem to be resigned to seeing back related complaints as something we simply must put up with. The NHS spends £1 billion treating back pain and its effects. At any one time one per cent of our workforce is laid up sick with the problem. The cost to the economy is £37 million a day, what is it costing your company or you personally? For our workforce we have DSE assessments, manual handling courses, and a range of ergonomic devices. While these are helpful the incidence of the condition is not decreasing.

We have to think why this might be so and our companies and us as individuals need to approach the problem differently. Cameron Reid will explain some of the reasons why we are not making progress and how you can work towards reducing the incidence.

CHARITABLE PARTNER Breast Cancer Campaign has been confirmed as the official event charity for office* 2013 Given that thousands of office professionals are already key fundraisers for Breast Cancer Campaign, the charity is the perfect fit for office*, says event manager David Maguire: “We’re delighted to be supporting a charity, which is so close to the hearts of the majority of our visitors to office*. We hope this new partnership will further help to raise awareness and funds for the innovative research carried out by Breast Cancer Campaign.”

HELP WITH EVENT PLANNING office* he The AIM‑Accredited t s e Destination and d i v pro ity n Venue Village is your u t r o p opportunity to meet best op l the latest l AIM-accredited venues a e , e s e c i to s v r from all over the UK. e s , s AIM‑accredited venues productnologies have demonstrated h c e t from s e that their facilities and u n e and v usiness 200 b iers suppl

services have passed a stringent quality assurance assessment, ensuring the venues you meet here will not disappoint.

The Village will enable visitors to meet high quality venues and event suppliers, while the HBAA (Hotel Booking Agents Association) Village is a must-visit for anyone responsible for booking and managing conferences, meetings and accommodation in the UK and abroad. The HBAA is recognised as the pre-eminent association and driving force of professionalism for the sector, and ensures that standards are set and expectations are met.

New for 2013 is the Corporate Traveller Networking Hub, which is set to be the ‘meeting place’ at the show. It is a dedicated networking area allowing you to meet fellow visitors, catch up with friends and colleagues, and reflect and review your visit so far.

Also new for 2013 is the VA Breakfast, an exclusive breakfast meeting for the rapidly growing VA sector, sponsored by BeMyVA. Set to be a unique opportunity to meet, share and learn on Wednesday 9 October, this invite-only session will be an energising and uplifting start to day two of office*.

EXHIBITION The show provides the best opportunity for corporate buyers to see all latest products, services, technologies, and venues on offer from 200 of the country’s leading business to business suppliers. Confirmed exhibitors include Emirates, Lucky Voice, Marlin Apartments, MBM Omega, Urban Bite, Wines Direct, 3M UK, Ascott Hospitality Management, Avery Dennison Office Products, Brother UK, Center Parcs, CitySprint, Hays Specialist Recruitment, Hemsley Fraser Group, Pitman Training, Reed Learning, Stabilo, Starwood Hotels and Resorts, Tristar Worldwide Chauffeur Services, and VenueDirectory.com. L FURTHER INFORMATION www.officeshow.co.uk

INTERACTIVE THEATRE Returning for its second year, the office* Interactive Theatre is free to attend and will include informative sessions.

Cameron Reid BSc(Hons) will be taking a

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Office Management

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Recruiting expertise to power the world of work Hays is the UK’s leading specialist recruitment group and provider of services to the PA and secretarial industry, placing professionals into permanent, temporary and interim jobs.

It has years of experience in developing the careers of PAs, EAs and secretaries in the public sector and Hays is hugely passionate about the work it does.

Using in-depth knowledge of the market, the company will offer the very best careers advice to help you achieve your long-term career ambitions.

As recruiting experts, it is Hays business to understand your world of work. With a network of 150 UK offices, it is the UK’s largest supplier of staff to the public and not-for-profit sectors.

The company’s team is highly experienced in ensuring clients recruit the right people with the right skills, at the right time.

Dedicated specialists work collaboratively with clients, minimising the time and cost of recruitment whilst identifying high-calibre recruits who will thrive within their organisations.

Whether you have a specific recruitment need or simply wish to develop your career, Hays looks forward to speaking with you.

Visit Hays at the office* Show, Stand 1030, 8-9 October, Olympia, London.

FURTHER INFORMATION Tel: 020 7391 6612 victoria.darragh@hays.com www.hays.co.uk

Gifts and delicious pastries from a renowned family-run business Lebkuchen-Schmidt GmbH & Co KG produces beautiful chests and tins created by master craftsmen, featuring magnificent motifs.

The chests and tins are filled with gingerbread and other delicious pastries and produced with only the best ingredients – guaranteed to be the best quality with real freshness.

All products are baked on-site and packed straight from the oven. You can see it, smell it and above all taste it.

Lebkuchen-Schmidt only uses high-quality, selected ingredients, purchased from approved suppliers and subjected to continuous quality controls.

The Lebkuchen and pastries are packed straight from the oven and sent directly to customers, without any unnecessary detours or long storage.

In addition to this, LebkuchenSchmidt can provide exclusive gift ideas for your customers,

Days Conference Ad 86x125mm v3_Layout 1 26/06/2013 17:00 Page 1

such as tins personalised with stickers, printing or embossed.

You can also add personal greetings cards – at no extra cost.

Tins and chests are only available from Lebkuchen-Schmidt.

Visit Booth 3031 at Office*, 8-9 October, Olympia, London, to see what the company has to offer you.

FURTHER INFORMATION Tel: +49 911 896 6174 juergen-merkel@ lebkuchen-schmidt.com www.lebkuchen-schmidt.com

Why not use The Travel Professionals? We can offer you…  Experienced consultants  Comprehensive travel service  Fully licenced & members of ABTA  Competitive airfares, hotel and car hire rates  Fully operational out of hours service  Detailed management information reports  Passport & Visa Service  Competitive transaction fee’s Leisure travel benefits 

MCC & Hotel is an unbeatable city centre venue, equipped with state of the art AV, along with professional and versatile conference suites and theatres. With 117 bedrooms, a bar and restaurant onsite, MCC can provide all elements to ensure your event is a success.

Sackville Street, Manchester M1 3BB T. 0161 955 8000 E.conference@days-mcc.co.uk www.manchesterconferencecentre.co.uk

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For further information or a quotation on business travel, please do not hesitate to contact us today!

Tel: 01234 905135 / 01932 589020 Email: info@travelprofessionals.co.uk www.travelprofessionals.co.uk

Write differently, express your difference

The one-stop shop for all your event requirements

For 90 years Pilot Pen has been synonymous with the provision of new writing solutions.

By listening to its customers, Pilot creates new standards in terms of comfort, through the launch of gel ink, liquid ink rollerballs, such as the V5/V7 Hi-Tecpoint range, and, more recently, FriXion, the thermosensitive ink rollerball, celebrated by people all over the world.

Pilot is committed to meeting the major challenges of this new millennium, such as protecting the environment and has always taken our customer’s awareness and concerns seriously, especially with issues like sustainability and ethical production.

To help dealers address the environmental issues in the office, Pilot is continuing to promote and advertise its BegreeN range of highquality recycled pens, one key example being the V5/V7

Manchester Conference Centre & Hotel (MCC & Hotel) is the perfect choice for your city centre event. The purpose-built facility is located in the university district of Manchester, only 5 minutes’ walk from Piccadilly Train Station and 20 minutes from Manchester International Airport.

Boasting two professional lecture theatres, 16 meeting rooms and exhibition space, MCC & Hotel is a one-stop shop for all your event needs.

The individual meeting rooms vary from 10 boardroom to 100 theatre, all with natural daylight and air-conditioning.

From your first call you will deal with the on-site conference team and have one point of contact for

Hi-Tecpoint Cartridge System, a new product for 2013.

Since its launch in 1983, Pilot’s V5/V7 range has gained global recognition for its fine needle tip, reliable V-System ink regulator and precise, smooth ink flow.

The V5/V7 Hi-Tecpoint Cartridge System builds on these core features to deliver a pen that is not only refillable, but made from 71 per cent recycled plastic, too. Helping all of Pilot’s customers to be greener in their everyday lives.

FURTHER INFORMATION Tel: 0161 955 8000 conference@days-mcc.co.uk

FURTHER INFORMATION Tel: 01628 537100 info@pilotpen.co.uk www.pilotpen.co.uk

Professional travel advice for your business needs The Travel Professionals has been successfully providing travel management services for over 20 years. As an independent subsidiary of a major international group, it has grown from a small agent to a major independent travel company with offices in the UK, Japan and Australia.

Its personnel are all travel industry career professionals, able to draw on extensive experience and wide-ranging skills to help deliver the highest level of service.

By selecting the most experienced travel consultants, the company is able to provide clients with a superior travel management solution. The emphasis on expertise, combined with its industry-leading technology and systems is the

the planning of your conference and all the finer details.

The dedicated audio visual and operations team are on hand to answer all your questions and assist where needed on the day. You can also hire a member of the AV team for the duration of your event.

MCC & Hotel can offer 117 three-star bedrooms, perfect for residential conferencing, accommodating delegates and speakers. All guests have use of The Conservatory Bar & Courtyard, Hub Bistro and The Coffee Bean, all are open into the evening.

Office Management

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

main reason clients are still with the company 20 years later.

The Travel Professionals has forged strategic partnerships with several organisations within the travel industry, allowing it to access a wider range of products and services.

Collective buying power also enables it to negotiate the most competitive fares. As a result, clients enjoy benefits ranging from cost-saving and enhanced global support to improved security and easy access.

Regardless of your budget, the Travel Professionals’ experts can help with all your travel needs.

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FURTHER INFORMATION Tel: 01234 905135 info@travelprofessionals.co.uk www.travelprofessionals.co.uk

08705 329 201 british-thornton.co.uk sales@british-thornton.co.uk

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BUSINESS FOR LOCAL AND CENTRAL GOVERNMENT Gov Bus INFORMATION July 13_Government Business 14/05/2013 11:45 Page– 1www.governmentbusiness.co.uk

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

We Welcome you to Feel Good Service…

K West Hotel K West Hotel & Spa’s fun and vibrant ambience is fused with ultimate relaxation in a prime location. A defining characteristic of all 220 guestrooms is the generous space, with the smallest being just under 300 sq ft.

Perched on a mezzanine floor above the bar, K West’s modern restaurant, Kanteen, offers high quality food and a sociable atmosphere. Suited to small and medium‑sized events, our meeting rooms are contemporary, spacious, air‑conditioned, naturally lit and offer optimum comfort.

Meeting rooms hold up 25 Boardroom style and 55 theatre style. With a focus on relaxation alongside business facilities including Wi-Fi everywhere, K West is the perfect place for both your business and pleasure visits to London.

Contact Val Serra, Meetings & Events Executive DDI: 0208 008 6637 / Tel: 0208 008 6600 K West Hotel & Spa, Richmond Way London W14 0AX Web: www.k-west.co.uk

BFA FRANCHISOR OF THE YEAR

Franchising

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

THE WISER FRANCHISES

This year’s Franchisor of the Year Awards, held at the Honourable Artillery Company in London on 5 July, celebrated the outstanding practice and achievements of the country’s leading franchisors. Following a thorough judging process of 13 shortlisted companies, the panel selected winners that illustrate the thriving industry of franchising in the UK Winner of the bfa’s HSBC Franchisor of the Year Award was Home Instead Senior Care, which offers a range of one-to-one tailored services and home visits for older people, allowing clients to stay at home for as long as possible. It has had another hugely successful year, with revenues growing by more than 40 per cent for the sixth year in a row and its ceo being listed in the top ten most influential people in the UK Care Sector.

After being awarded Silver in the bfa HSBC Franchisor of the Year Awards last year, Home Instead Senior Care has channelled its energy into spending time developing a new City and Guilds course in Alzheimers, one of two approved providers in the UK. By rolling out a Family Member version of this course, the business has proved itself worthy among Britain’s franchising elite.

HARD WORK Trevor Brocklebank, ceo of Home Instead Senior Care, was delighted to scoop the top award: “Being awarded Gold in the Franchisor of the Year category is a testament to all the hard work we’ve put into creating quality franchises and jobs, whilst continually improving standards in the care industry. Our practising standards are very high and we thrive in focusing on the quality of care delivered to our clients across our franchises, whilst continuing to build on the efficiency of our business model.”

Cathryn Hayes, head of franchising, HSBC, commented: “Providing strategic and developmental support to franchisees is a critical part of being a good franchisor.

Franchisors and franchisees have to contend with continued economic challenges, so the need to innovate and build their support systems is an increasingly vital part of franchisors overall business strategy. It has been highly encouraging to see the extent to which our franchisor finalists go the extra mile to help their franchisees progress and grow their businesses.”

In second place (Silver) was Water Babies, one of the world’s largest baby swim schools, teaching the core life skill to 34,000 babies and toddlers every week. In 10 years the business has evolved to a network of 52 franchises and derives 80 per cent of its revenue from lessons. The rest of its revenue is from underwater portrait photography, highlighting innovativeness in diversifying. It has never advertised for franchisees in the UK, growing its network organically through word of mouth, employees and clients.

Trevor & Sam Brocklebank, co-founders of Home Instead Senior Care UK, collecting their Gold Award from judges Cathryn Hayes, head of franchising, HSBC; Sean Hammond, head of franchising, Express Newspapers; and Brian Smart, director general of the bfa

In third place (Bronze) was Agency Express, the UK’s largest nationwide ‘for sale’ board company providing 40 per cent of all estate agent board services in the UK. They offer daily board erection and management services to estate agents across the UK and Ireland. Its bespoke online estate agent board management system allows fuel saving and stock control and its head offices manage all invoicing and credit control, taking pressure off its franchisees. The business has seen a

franchise establish a number of high-profile, successful partnerships with major automotive brands, including Ford, Alfa Romeo and Volvo.

Sean Hammond, head of franchising at Express Newspapers, added: “Having worked with the Institute of Motor Industry to develop the Automotive Technician Accreditation, Revive! has not only showcased its commitment to quality standards in its industry, but also has built upon its brand in the process. With 150 per

“The relentless drive and continued success of these franchisors has contributed to yet another exceptional and inspirational year.”

Brian Smart, Director General, British Franchise Association turnover increase of 34 per cent in the year to April on the back of strong innovation – including the creation of the influential Property Activity Index which is widely used as one of the earliest indicators of the state of the housing market in the UK. BRAND BUILDER The Express Newspapers Brand Builder Award was picked up by Revive!, which offers high quality paint services to cars, repairing minor damage such as scuffs and scrapes. Having established its brand in 2004, the business has experienced 150 per cent revenue growth in five years. Its growth, combined with the development of a tight partnership with its franchise network, has taken its credibility from strength to strength.

The brand building efforts of Revive! have been especially important in helping the

cent revenue growth in five years, thanks to its tight partnerships with franchisees, we are delighted to name Revive! as the Brand Builder of the Year.”

Brian Smart, director general of the bfa, said: “I would like to extend huge congratulations to all of our winners. The relentless drive and continued success of these franchisors has contributed to yet another exceptional and inspirational year.

Seeing franchisors from a variety of sectors, sizes and geographies achieving outstanding results is commendable. The judging panel was challenged with reviewing some of the best entries for franchisors in innovation, brand development and franchisee support they have seen.” L FURTHER INFORMATION www.thebfa.org

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Government Business magazine - HPH.pdf 1 28/05/2013 11:09 BUSINESS INFORMATION FOR LOCAL ANDartwork CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

EVENT PREVIEW

A GREEN LIGHT FOR THE EMERGENCY SERVICES

Emergency Services

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

With a focus on promoting interoperability and cost efficiency, The Emergency Services Show takes over Halls 17, 18 and the outdoor event area at the NEC, Birmingham on Wednesday 25 and Thursday 26 September

Interoperability is a hot topic following the recent publication of: Improving Efficiency, Interoperability and Resilience of our Blue Light Services. In the foreword, the Rt Hon Francis Maude MP, writes: “We all depend on resilient and effective emergency services.

The police, fire and ambulance services are genuine life-savers, responding to an extraordinary range of incidents on an hourly basis. They do a brilliant job in what are often extreme circumstances, and think little of responding well above and beyond the call of duty. There are many ways in which collaboration and coordination can and should be enhanced… In Britain we need to examine constantly how we can do things better.

Money is very tight, and technology is opening doors that have long been closed. So it makes sense for us to be open-minded to change.”

With its focus on promoting interoperability and cost efficiency, The Emergency Services Show is more relevant than ever before.

Entry, which is entirely free, gives you access to over 350 exhibitors (including various government departments); Voluntary organisations and charities providing valuable support to blue light services; the latest vehicles and equipment that can help reduce time and costs; training that meets the changing demands of today’s emergency responders; solutions for enabling the efficient planning and sharing of resources; schemes to empower the community and reduce the burden on the emergency services; opportunities to network with other blue light services to share best practice; Free workshops, some of which can be CPD certificated, and; live rescue demonstrations.

FREE ONSITE TRAINING OPPORTUNITIES As well as bringing key training institutions and equipment providers under one roof, The Emergency Services Show provides visitors with free onsite training opportunities in first aid, water and roadside rescue.

The growing exhibition for emergency responders has attracted the most respected training providers in the industry including The Serco Combined Resilience Team, Devon & Somerset Fire & Rescue Service Training Academy, Durham Constabulary’s nationally approved (College of Policing) firearms training facility, the Tactical Training Centre, and the NHS Ambulance Service First Aid Training consortia (NASFAT).

Free workshops on offer at the show include 30-minute Continual Professional Development (CPD) sessions run by the E

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Double TWO

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The fire fighting performance of our foams remains our number one priority. Saving lives and protecting property coupled with trusted chemistry that respects the environment remains our ultimate goal. www.angusfire.co.uk

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

EVENT PREVIEW

The nationally-adopted six phase HGV rescue approach will be demonstrated on the Derbyshire Fire and Rescue Service stand

Emergency Services

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

 College of Paramedics, covering a range of topics from advanced life support to breech birth emergencies. Although designed to help paramedics keep abreast of the latest developments affecting professional practice, other emergency, health and care professions including the police and fire service, will find these sessions equally beneficial. All attendees will be provided with CPD certificates for inclusion in their portfolios. Physio Control will also be running educational sessions on resuscitation and emergency care.

Healthcare professionals visiting the CPDme stand can sign up for 12 months free membership of the online portfolio‑building service, designed for maintaining CPD logs. They will also receive a free download of the new CPDme APP which enables users to build a print‑ready portfolio as well as search, find and book development courses, conferences and training right from their mobile or hand held device.

LIVE RESCUE DEMONSTRATIONS Fire and Rescue Services are invited to attend the recovery demonstrations organised by The Road Haulage (RHA) Association who have also joined forces with the Chief Fire Officers’ Association (CFOA) to produce a DVD raising awareness of livestock transportation incidents and the key issues facing emergency responders. Copies of the DVD, which includes case studies from fire and rescue service personnel and a large animal veterinarian, will be available to visitors at The Emergency Services Show.

The nationally-adopted six phase HGV rescue approach will be demonstrated on the Derbyshire Fire and Rescue Service stand, using The Ex-Tractor, an HGV “transformer.”

Meanwhile CFOA CNR, SARbot UK Underwater Rescue, Norfolk Fire & Rescue Diving Team, and West Midlands Fire & Rescue will be running demonstrations of water rescue in the Pendigo Lake at the NEC. Many training equipment providers are also exhibiting including training manikin manufacturer, Ruth Lee. Visitors to the stand can see demonstrations of its new handcuff training manikin (developed following an enquiry from the personal safety training team at Sussex Police) and the new body recovery manikin aimed at police underwater search and recovery teams. E

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Emergency Services

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Preparing you for the unexpected: are you ready?

Emergency Management School of Health and Wellbeing The University is proud to have worked with partners across the passenger transport and emergency services sector to have developed two innovative new courses: • MSc Emergency Planning Resilience and Response • PGCert Management of Passenger Transport Emergency Incidents

Find out more: www.wlv.ac.uk/emergencymanagement Tel: 0800 953 3222 Email: shaw-enquiries@wlv.ac.uk

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

An emergency or crisis can occur at any time – often when you least expect it – however, the way it is managed is something that we can all control.

Training staff who are involved in emergency planning and response is fundamental to an organisation’s ability to handle any type of emergency, and this is where Training 4 Resilience (T4R) can help.

T4R provides a range of training courses, workshops and exercises that are designed to equip people with the knowledge, skills and awareness for their role in an emergency.

Training is delivered locally, helping reduce travel costs and support environmental policies.

T4R also specialises in designing and delivering Table Top Exercises that validate plans; develop staff competencies; and test established procedures.

As well as designing and delivering a series of exercises

to test the safety and security arrangements for the London 2012 Olympics, T4R has recently delivered exercises to validate COMAH arrangements in Kent; recovery arrangements in Stirling; and the response to a water pollution incident by a London hospital – not to mention the Glastonbury Festival 2013 team.

So, if you are looking for a training solution, delivered by a friendly and professional team, the answer is Training 4 Resilience.

FURTHER INFORMATION Tel: 07789 884984 beverley.osborne@ training4resilience.co.uk www.training4resilience.co.uk

EVENT PREVIEW

The Environment Agency is not a ‘blue light’ service but through a memorandum of understanding with all the English fire services, it ensures that vital pollution protection equipment is available on scene as quickly as possible  SUPPORT FOR BLUE LIGHT SERVICES Aimed at developing relationships and partnerships between voluntary organisation and the blue light services, the Emergency Response Zone is a networking focus of the show and will feature around 80 emergency services‑related charities and not-for-profits.

The Joint Emergency Services Interoperability Programme (JESIP) will be returning to the Emergency Response Zone to talk to visitors about its plans to support the work of emergency responders through working together more effectively.

Fire and rescue services seeking greater collaboration with the UK’s ambulance trusts will find many stands of interest in this networking area, including the Independent Ambulance Association, Ambulance Service Institute, Association of Ambulance Chief Executives, East of England Ambulance Service, British Association of Immediate Care,

Training equipment providers exhibiting

Emergency Services

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Amputees in Action Cardiff International White Water Class Publishing Concept Smoke Systems Coventry University Emergency Response Driver Training E-Semble; Haagen Fire ITLS Jones & Bartlett Learning Laerdal Le Maitre Minerva Simulator Facilities MT Training Services Rescue 3 Ruth Lee Simulaids Simulation TEEX, USA Training 4 Resilience University of Wolverhampton Vector Command

London Ambulance Service, London Ambulance Service Cycle Response Unit, Association of Air Ambulances, College of Paramedics and Army Medical Services.

SEARCH AND RESCUE ZONE The dedicated Search and Rescue Zone brings together RNLI, Maritime & Coast Guard Agency, Cave and Mountain Rescue, RAF Search and Rescue, Association of Lowland Search and Rescue, and Mountain Bike Search and Rescue, among others.

Police organisations available to speak to will include National Association of Police Fleet Managers, and the Home Office CAST‑AES, which provides technical guidance, advice and support to the police service with respect to vehicles and equipment procurement.

which will be giving demonstrations of its incident response capabilities and pollution protection equipment. The Environment Agency is not a ‘blue light’ service but through a memorandum of understanding (MOU) E

ENVIRONMENT AGENCY Other government departments exhibiting in the Emergency Response Zone include the Highways Agency and the Environment Agency

Call us now: 0845 345 1725

Quality Assured Water Tankers • Bowsers • Bottled Water Static Tanks • Emergency Supply Operating 24/7 enquiries@water-direct.co.uk www.water-direct.co.uk ISO22301:2012 for Business Continuity

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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Emergency Services

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Improve productivity with Comfortably transport Wasp Barcode Technologies any breed of dog in award-winning style Increasing demands on the emergency services has led to new, and often expensive, equipment being introduced.

Vast amounts of equipment are being used and signed in/out of stores, constantly: from vehicles, firearms, computing equipment and tools to medical equipment and supplies. Therefore the tracking of any equipment, and keeping up with stock levels can be problematic.

Wasp Barcode Technologies has COTS solutions that track assets and inventory efficiently and accurately, saving time and money through possible human error.

MobileAsset software makes it simple to track valuable assets using barcode tags; managing where equipment is, who has it and the depreciation value, servicing schedules and equipment condition.

Pre-installed, user-configurable reports help to manage, track and report asset locations and value at any time. InventoryControl software can also help some

organisations to manage stock and track inventory.

This efficient and intuitive system virtually eliminates stock tracking errors and reduces costly inventory mistakes or missing stock (currently used by GOSH and others). Wasp’s MobileAsset and InventoryControl solutions reduce the risk of human error, lost equipment and running out of critical stock items – saving time and money for all concerned.

Wasp will be on Stand H35 at The Emergency Services Show, 25-26 September, NEC Birmingham.

FURTHER INFORMATION Tel: 0845 430 1971 bbooth-jones@ waspbarcode.co.uk www.waspbarcode.co.uk

Buy better and save money with YPO YPO can save you time and money. We do this by negotiating deals on thousands of products and around 150 service contracts with leading UK suppliers on your behalf.

We’re also 100% publicly owned. This means we give our profits back to our customers, delivering even better value.

Who we supply: • All public sector organisations, including emergency services, local authorities, education and charities.

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90

Lintran, the dog box company, this year celebrated 25 years of manufacturing and dealing not only with customers, but also with MOD, police, fire service, local authorities, RSPCA and many other professionals.

This year, a link with International Motors resulted in a new kit out set-up for popular pick-up vehicles.

Many more specialist vehicles and vans have had designs made for them to suit special requirements, including dangerous dogs and multi-purpose vehicles, offering quick-release systems in both universal sizes or custom-made options.

These last for years, providing excellent service, they are light, cool, safe and washable.

Prices range from £235 for standard and £310 for custom.

With larger breeds and more dogs becoming increasingly popular, the company prides

itself on trying hard to satisfy and match customer needs to ensure all dogs are safe and comfortable.

An easy-to-use K9 Alarm System is also available to ensure dogs are safe in cars.

This can be used by several handlers and in several vehicles. Priced from £299.

There are also thermo-insulated trailers fitted with fans and thermostats to keep dogs cool.

FURTHER INFORMATION Tel: 01673 885959 www.lintran.co.uk

Come and visit our stand at The Emergency Services Show 2013, Stand number G11

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GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

www.ypo.co.uk

For more information visit www.arco.uk/publicsector

EVENT PREVIEW  with all the English fire services, it ensures that vital pollution protection equipment is available on scene as quickly as possible. The MOU provides each fire service with fully equipped Environmental Protection Unit funded by the Environment Agency and the fire service crews and deploys it.

Visitors to the stand can obtain up‑to‑date information on environmental considerations during the response phase, joint working and asset sharing, the environmental impacts of fire fighting foam, air quality monitoring in major incidents and flood incident management.

Charities available to talk to include The Blue Lamp Foundation which provides emergency financial aid to help emergency service personnel injured in the line of duty. The charity’s PR Director, Sharron Ashurst says: “This will be our first time exhibiting at The Emergency Services Show and we are really looking forward to taking part. Those attending the exhibition are the people who we need to engage with as they are the people that the Foundation has been set up to help and support.

“I’ve been a visitor to the ESS in the past and it is a great event, bringing all three emergency services together to showcase best practice and all that is new and cutting edge in the sector.”

DISCUSS THE LATEST TECHNOLOGY The Emergency Services Show provides a unique opportunity to see, touch and discuss the latest technology, ideas and initiatives focused on improving public safety and assisting all blue light services, voluntary workers and service providers. Exhibitors include leading names in fire fighting equipment, search and rescue, extrication, first response, communications, IT, protective clothing and uniforms, vehicles and fleet, vehicle equipment, outsourcing, training, community safety, station facilities, water rescue and medical supplies.

“Nothing compares to physically handling new equipment and seeing how it can be used to its full potential.

Keeping informed of the latest kit developments – including those that you may see other blue light services using when they attend incidents – is key to improved multi-agency working and should be part of every service’s training programme,” says David Brown.

MOVE TO NEC PROMPTS GROWTH Earlier this year it was announced that the show was moving to the NEC to offer improved facilities and larger indoor and outdoor exhibition space.

Such has been the demand that the floor

Prepared for any water supply emergency Water Direct is the UK’s foremost provider of quality assured alternative and emergency drinking water supply services, for wherever and whenever the piped supply is unavailable, unusable or inadequate.

Operating 24 hours a day, 365 days a year, with a dedicated incident response team, these services are available on a planned basis with entire temporary water supply infrastructures and in emergencies with the rapid deployment of bottled water, tankers and static tanks.

Water Direct’s trusted reputation within the water industry, since 1996, has been built on customer convenience, speed of response, quality assurance and integrity of supply.

Call Water Direct to enquire about its services, which include: alternative water container bank, dedicated drinking water tankers, and business continuity and contingency planning As of 16 April, Water Direct became one of the first water supply companies to achieve certification for ISO 22301 accreditation for Business Continuity Management so, in the event of an unexpected serious loss of resource to its business, it would still be able to operate, respond and recover with no disruption to clients.

FURTHER INFORMATION Tel: 0845 345 1725 enquiries@water-direct.co.uk www.water-direct.co.uk

plan has now been further expanded to offer additional space within Hall 18.

“We have more companies and organisations wanting to exhibit at The Emergency Services Show and many of them also want to take larger stands, helping to make the 2013 event our biggest to date,” said David Brown, event director for The Emergency Services Show.

“The bigger show and improved facilities will also help us to build further on the 18 per cent increase in visitor numbers we saw last year.”

The NEC is centrally located with excellent transport links to Birmingham International Station, Birmingham Airport and the UK motorway network.

Parking for Emergency Services show visitors will be free of charge.

Getting to the NEC is simple, with physical links to Birmingham International Station and Birmingham Airport and direct access to UK motorway network. L

Emergency Services

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VISITOR REGISTRATION Entry for either or both show days is free of charge for all visitors.

For more information on the show including online registration and a live exhibitor list, please visit www.emergencyuk.com/gb

A single place for all public sector goods and services: better value, delivered YPO is the largest public sector buying organisation in the UK, with an annual turnover in excess of £400m. The organisation supplies authorities and establishments across the whole of the public sector with competitively priced products and services from leading suppliers.

YPO aims to deliver better-value products and services to public sector organisations by making the procurement process simple, efficient and cost-effective.

The company’s portfolio offers a comprehensive range to deliver all requirements, from everyday products and consumables to fully EU-compliant contracts for areas such as insurance, energy and facilities management.

Owned and governed by 13 local government member authorities, YPO also has an expanding list of associate members across the wider public sector, including emergency services authorities.

Free of subsidy, the organisation pays its annual profits back to its member authorities and customers, reaching a milestone in 2013 of paying back £100m since 1992.

With four decades of procurement expertise, YPO is able to use its model of aggregated buying power to negotiate better-value prices.

By working with Government Procurement Service and the Pro5 Group of public sector buying organisations on common areas of spend, YPO is helping deliver greater savings to the public sector.

FURTHER INFORMATION www.ypo.co.uk

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Innovators of rechargeable Experts in safety: torches for over 60 years safety is Arco’s business Witte + Sutor GmbH is a technological leader and innovator for the development of mobile lighting for about 60 years.

In 1955, the company set standards for environmentally friendly lighting by developing the world’s first rechargeable torch. The model, Original 70, won a gold medal at the Brussels World Fair in 1958.

The company’s brand name AccuLux still stands for quality, competence and know-how: made in Germany.

Over the last few years, the company has developed a new generation of handheld torches and helmet lights.

AccuLux safety-certified lights fulfil the strictest classification standards used in electricity utilities, municipalities, the oil and gas industries, and especially those used by firefighters and safety inspectors. These are tested for use in hazardous area zones 1, 2, 21 and 22, ATEX Directive IIC and T4.

One of Witte + Sutor’s bestsellers is the explosion-proof AccuLux HL 25 EX torch,with rechargeable lamp and two LEDs 3W/1W and swivel head.

A new model is the multi-use explosion-proof AccuLux EX SLE 16 LED torch, with 3W power LED. The explosion-proof lamp MHL 5 EX (for professional use in gas and dust explosion-prone areas of area zones 1, 2, 21 and 22) is an innovative torch that consists of an impact-resistant, waterproof plastic casing (IP 68), 14.5cm long, weighing 45g. This is the leader amongst comparable torches.

FURTHER INFORMATION Tel: +49 (0)7192 92920 www.acculux.eu

Arco is the UK’s leading safety company, distributing quality products coupled with expert advice and training.

The company exists to shape the safety world and make work a safer place. It offers a world-class range of over 22,000 quality-assured, branded and own-brand products, including PPE, clothing, footwear, gloves, workplace safety and hygiene products.

Working with our colleagues and customers in the emergency services, Arco continually strives to understand the ever-changing and unique safety challenges faced. In turn, it translates this into providing the best safety solutions, products and advice for your workforce.

Arco supplies an expansive range of hazard protection and protective clothing, including Microgard chemical hazard protection and SOCO garments.

New to its footwear range, this year, is a world-class range of boots from Bates, featuring a

comfort disc in the heel, allowing the wearer to select their level of comfort. Also new for this year is a revised glove offer, featuring an unrivalled depth of product that covers all aspects of hand protection, from cut and handling through to chemical resistance.

Arco has the latest world-class, industry-leading safety innovations from the UK’s market leader, and is perfectly in tune with the ever-changing needs of the emergency services sector.

FURTHER INFORMATION Tel: 01482 222522 sales@arco.co.uk

Canland UK: catering for the unexpected

Global firefighting technology and innovation

Short-notice emergency call outs or working in remote locations is a situation that Canland UK cater for, literally.

In 1995, Canland UK set out to supply self-heating meals to the emergency services, because it found there was an important need to provide hot food at various incidents, or where personnel have to work outside for long periods.

This is why Canland introduced Hot Pack® and Action Pack® self-heating meals to give a hot, morale boost anywhere it is needed.

Hot Pack® can be stored in a cool dry place or on a vehicle for instant access.

These good-quality, tasty ready-to-eat meals are vacuum sealed inside soft aluminium pouches, which are sterile until opened. Shelf life is three years from production with no refrigeration. Each Pack weighs approximately 450g.

Every Hot Pack contains a recently developed, easy-to-use, Hot Pack© Flameless Ration

Angus Fire is a world leader in the design and manufacture of fire hose, foam concentrate, portable fire pumps, foam-making equipment and waterway products. Leading Angus Fire brands include Duraline Fire Hose, Niagara, Alcoseal, Tankmaster and FP70 foam concentrates, used globally by professional firefighters, major oil and petrochemical companies, airports and defence establishments.

Following recent changes, Angus Fire is now a wholly owned UK company. All product manufacturing is carried out at High Bentham, near Lancaster; whilst export sales and the Angus Fire engineering division are based in Thame, Oxfordshire.

Angus Fire’s operates ISO

Heater, activated with 45ml of water, which is provided with the pack. This unique type of “flameless heater” is virtually odourless, containing a chemical mixture and when water is added, a reaction takes place, quickly generating heat and steam.

With cutlery, salt and pepper, a serviette and a dish, each Hot Pack is truly self-contained, with a hot meal ready in a matter of minutes and no other equipment needed.

FURTHER INFORMATION Tel: 01844 344474 info@hotpackmeals.co.uk www.hotpackmeals.co.uk

GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

9001 Quality Management and ISO 14001 Environmental Management Systems, which provide a high level of confidence in the company’s products that need to perform faultlessly when required.

Angus Fire is also the only UK-based primary manufacturer of foam and fire hose capable of providing a worldwide emergency response to major fire incidents with on-going supplies of foam, fire hose and equipment.

The Angus Emergency Service is available 24 hours a day, through a dedicated hotline on +44 (0)15242 61166, for use outside normal UK office hours.

FURTHER INFORMATION www.angusfire.co.uk

Step up as an Army medical practitioner Step up as an Army medical practitioner to fill one of 10,000 jobs currently available for specialists in the Army.

There are over 200 specialist roles available for talented nurses, doctors, paramedics, radiographers, surgeons and other emergency medical practitioners to take up the challenge of a career in the Army.

No matter what a person’s skills, the Army has something to offer and will provide talented and promising individuals with the training and development opportunities they need.

The Army’s medical services range from providing first aid emergency care on the front line alongside leading polytrauma professionals to treating patients in healthcare centres and hospitals in the UK. The Army Medical Services is represented wherever soldiers and officers are stationed, maintaining the Army’s health and providing medical support on operations, exercises and adventurous training expeditions.

Captain Hannah Sellars, 29, an Army general duties medical officer, said: “I joined while I was studying to be a doctor at university. I was attracted by the physical aspects of the Army, as well as the opportunity to travel and I have been deployed to Kenya twice. An Army medic is about doing what you’ve been trained to do to support our troops and humanitarian projects around the world.”

Recruiting remains one of the Army’s highest priorities.

Contact to find out about the career opportunities available.

5.11 Tactical: tried and tested by professionals around the world Through global facilities in the USA, Europe, Australia and Hong Kong, 5.11 Tactical creates innovative and distinctive products that enhance the safety, speed and performance of law enforcement, military, fire and EMS professionals worldwide.

5.11 Tactical works directly with professional operators and highly qualified experts to deliver the world’s most functional and reliable tactical gear and apparel. With the company’s dedication to innovation and research, 5.11 continues to define the tactical category.

Emergency Services

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

Always Be Ready is what drives 5.11 Tactical and it works hard to listen to your needs and respond with innovative, purpose-built products.

The 5.11 line offers hundreds of styles and products and they are the only tactical brand to offer a complete head-to-toe accoutrement of the highest quality gear. Products include apparel, footwear, tactical kits, backpacks, gloves and eyewear.

FURTHER INFORMATION Tel: 01782 515901 www.511tactical.com

FURTHER INFORMATION Tel: 0845 600 8080 www.army.mod.uk/ join/StepUp

Manage and prepare for Professional clothing that incidents and emergencies works for all your needs The University of Wolverhampton is a place of knowledge, innovation and enterprise. It is committed to enhancing the quality of health and social care delivered to the people of the West Midlands through its health and social care courses and research.

The MSc Emergency Planning Resilience and Response course covers the concepts, theories and academic skills for emergency planning, resilience, business continuity and disaster management, and recovery.

This course integrates opportunities to take part in exercises and training in simulated emergency settings, with a range of professional organisations involved in emergency planning.

The Postgraduate Certificate in Management of Passenger Transport Emergency Incidents covers all aspects of passenger emergency incidents, including planning, risk, communication and investigations.

Both courses cater for professionals who may already be working in these fields or those looking to embark on a career in emergency planning.

To find out more about the University’s courses, visit The Emergency Services Show, 25-26 September, NEC Birmingham.

FURTHER INFORMATION Tel: 0800 953 3222 shaw-enquiries@wlv.ac.uk www.wlv.ac.uk/ emergencymanagement

Wm Sugden & Sons has been manufacturing garments of the highest quality since 1869, and the company has established an enviable reputation through innovation, technical expertise and attention to detail.

Already a leading supplier of uniforms to UK Emergency Services, Sugdens supplies both in bulk and through its managed service. This service is the first in the industry and includes design, sourcing, web ordering, distribution and detailed management reporting.

The company is accredited to the ISO 9001:2008 quality

system and Sugdens has been a winner of the BCIA Career & Workwear Awards for garments that are “fit for purpose” within the emergency services.

It has also recently been awarded the Queens Award for Enterprise 2013 for International Trade.

For a copy of the Corporate Wear Directory and more details on Sugdens products and services, contact: Joanne Clarke on 01924 375951.

FURTHER INFORMATION Tel: 01924 375951 www.wmsugden.co.uk

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Advertisement Feature

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Implement tools to support your business and ensure it stands out with customised Microsoft Office solutions The Template Company specialises in making Microsoft Office work for you.

The company started out producing templates for the legal and banking sectors, with the objective of promoting ease of use and productivity.

Of course, customised templates can ensure brand compliance making it easier “to do it the right way”, but it’s clear that productivity is equally important.

The templates can retrieve data that is used on a regular basis, use forms to collect information and then place that information correctly on the page, and position and format elements of documents.

Essentially, the templates deliver the correct information, are simplicity in use and correct the layout of your final document.

A spokesman for The Template Company said: “Similar organisations tend to have similar core processes. The company would like to bring those organisations together and standardise processes while enabling effective branding that will bring out the individualism of the organisations.”

The Template Company goes beyond just

templates with enhancements to the ribbon in Office products. This allows organisations to implement tools that support their business, are seamlessly integrated with the core products and automate repetitive tasks.

These tools can greatly simplify complex tasks as well as providing consistency and greater integration between the various Office products.

A Template Company spokesman said: “All organisations have core processes that are an obvious target for the company

to automate. In government, there is the opportunity to identify similar process and share that automation. In times when budgets are being reduced, this automation can help ‘get the job done’ and free up time to focus on more important tasks.”

After a couple of recent successful public sector projects, The Template Company has made a strategic decision to take its ideas and solutions further into the health sector, in the knowledge that this is an area where productivity can be a huge gain.

Improved productivity in everyday tasks frees up time to focus on core tasks, the “real work”. The Template Company can get people out of admin tasks and back into the real business of health care; their potential can be unleashed and utilised effectively.

The core values of The Template Company are quality, reliability and productivity. And it applies these values not only to the work it carries out, but also ensures they are built into the products that it delivers.

FURTHER INFORMATION Tel: 01733 475710 enquiries@thetemplatecompany.co.uk www.thetemplatecompany.co.uk

Microsoft Office – everyone’s using it but are they productive?

The Template Company specialises in automating business processes.  Typically Microsoft Office is the front end or end result – we do this because you get so much functionality to leverage and most people are fairly comfortable using Microsoft Office products, so the interface feels familiar cutting down the effort required for training when introducing new systems.

Whatever document type – whether for external consumption or internal communication, with professionally design templates, the message will be clearer and can be produced more quickly.

Excel templates and tools to enable you to get your data and charts into your presentations and documents. Financial applications and data modelling as well as presentation based solutions. All types of Word templates for any kind of documentation. From simple stationery to detailed research – newsletters, notices, bulletins and mailings. Great looking reports with robust numbering and easy to use layouts.

Templates and addins for PowerPoint to enable screenshow presentations and printed material – pitchbooks, certificates, posters, newsletters. However you wish to communicate, we can accommodate and improve the process.

Data – data is king in any organisation. We have built several SQL Server based systems for various organisations to support their processes. From commercial travel applications to internal control systems and independent management applications, e.g. to manage staff and groups Your process doesn’t even have to be complex – just creating a robust version of a form can save time with the input and extraction of data. Every business has a unique way of dealing with its work-flows both internally and externally with partners and suppliers. The Template Company can automate many of these processes, dramatically improving productivity.

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CONTACT DETAILS Telephone +44 (0)1733 475710 Email enquiries@ thetemplatecompany. co.uk Web www. thetemplatecompany. co.uk Postal address Stuart House – East Wing, St Johns Street, Peterborough PE1 5DD

TRANSCRIPTION

Written by Maxine Park

AVOIDING DISCIPLINARY PITFALLS

Many organisations, particularly those in the public sector, are now beginning to appreciate the benefits of making sound recordings of disciplinary and grievance interviews, says solicitor Maxine Park

Although the overall number of cases going to employment tribunal has dropped recently, budget cuts and the prospect of further job losses across the public sector are expected to push the numbers up again this year. So what steps can managers take, when conducting confidential meetings with employees, like performance reviews, and disciplinary or grievance interviews, to help avoid the pitfalls that could lead to a rise in the number of employment tribunals?

Maxine Park, solicitor and co-founder of transcription services provider DictateNow, explains the benefits of recording and transcribing reviews, interviews and hearings: “Although an initial disciplinary matter may be dealt with informally, with a quiet word off the record, once the need for formal proceedings has been established, it is essential to adhere strictly to the organisation’s approved policies.

DON’T MESS IT UP Getting the procedure wrong and making a mess of disciplinary or grievance interviews in particular, generates a huge number of employment tribunals, with claims for breach of contract, unfair dismissal

and discrimination. These cases will cost organisations considerable time, effort and money to defend, without taking into account any payout they may eventuality have to make.

Whilst it is obvious that following an organisation’s tried and tested procedures will minimise the risk of any claim being made, many organisations are now beginning to appreciate the benefits of making sound recordings of disciplinary and grievance

Disciplinary Procedures

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to be made quickly, often within hours, to be offered to the interested parties.

Listening again helps add perspective.

Recording though, is not just about helping to get the procedures right, it can also offer new insight. For some organisations, sound recording also helps with recruitment when interviewing candidates.

A candidate should be informed of the recording and with consent, the sound

It is far easier to ignore preconceptions and form an accurate opinion, listening to a sound recording of people speaking their own words, than it is reading through a pile of handwritten notes, scribbled at the time interviews. In fact, some organisations now routinely record job interviews, performance reviews and other important meetings to ensure accurate records are created. The retained sound files also allow transcriptions

files could be reviewed by colleagues or senior managers of the interviewer, to offer a different perspective on the candidate’s performance. It is far easier to form an opinion about someone you can hear for yourself, E

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Experience 140 years of Promoting the highest creating the extraordinary: standards in management anything is possible at and leadership excellence Alexandra Palace CMI has over 60 years experience championing good Alexandra Palace, also known as the People’s Palace, is the iconic north London destination offering everything you need for an event and a day out, along with the best panoramic views of London.

Alexandra Palace offers space for all kinds of events: from sports events, concerts and festivals, private events, exams, banquets and awards, team awaydays, filming, exhibitions, conference and meetings.

Unique spaces for unique experiences.

The People’s Palace has been the centre of music, sport and

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events for over 140 years. The venue is bursting with culture and heritage that no other destination in London can offer.

The seven-acre Palace is surrounded by 196 acres of beautiful parkland, and grounds that boast a pub and restaurant, boating lake, pitch and putt course, 1,500 free parking spaces, and much, much more.

There is also a year-round ice rink and boating lake.

FURTHER INFORMATION Tel: 020 8365 2121 www.alexandrapalace.com

management and leadership, and the company knows how valuable a qualified, informed and confident management team is.

As a membership organisation, CMI has been providing forward-thinking advice and support to individuals and businesses for decades, and continues to give managers and leaders, and the organisations they work in, the tools they need to improve their performance and make an impact.

As the only organisation to offer qualifications from Level 2 (GCSE) to Level 8 (PhD), CMI is committed to equipping individuals with the skills and knowledge to be exceptional managers and leaders.

Qualifications and accreditations such as Chartered Manager, combined with products like CMI’s Continuous

Professional Development scheme and the online support resource, ManagementDirect, support the development of management and leadership excellence across the UK. Through research and policy surveys of its 90,000 individual and 450 corporate members, CMI maintains its position as the premier authority on key management and leadership issues.

FURTHER INFORMATION Tel: 01536 207404 employer.engagement@ managers.org.uk www.managers.org.uk

Premier outdoor education and adventure

Innovations in school leadership development

Harbour Challenge Outdoor Education Centre is a charitable organisation (UK registered charity number: 1148647) based in Poole, Dorset. It caters to individuals, schools and universities, scouts, guides, clubs and youth groups.

With the ethos of challenging by choice, Harbour runs clubs for all ages and abilities, adults and children alike. Offering taster sessions, nationally governed qualifications, weekend clubs and activity clubs.

The activities provided range from half-day up to seven-day residentials for Duke of Edinburgh (DofE) expeditions.

Many activities are also taught, including: sailing, kayaking, archery, climbing, orienteering and team-building courses.

The Leadership and Training Centre (LTC) at Shenley Brook End School in Milton Keynes is developing a national profile as an innovative, high-quality provider of professional development.

Opened in 2012 to support National Teaching School status, LTC offers National College leadership programmes, bespoke leadership development and effective school improvement support.

The school has been used as a case study for outstanding professional development by the National College for Teaching & Leadership and its new, high-quality training environment enhances the school’s ability to share this work more widely.

As a member of the Denbigh

For the more adventurous, why not try tunnelling, bushcraft or coasteering? Each can be tailored to your individual group’s needs.

Income from commercial sessions goes to support Harbour Challenge’s charity work.

Harbour Challenge has been delivering outdoor activities for over 15 years and prides itself on high-quality delivery, safe and exciting outdoor experiences, under the guidance of friendly and enthusiastic staff.

Harbour Challenge is affiliated with RYA, BCU, is an AAP for DofE, and licensed under AALA, AAIAC and LOtC. FURTHER INFORMATION Tel: 01202 772436 Info@harbourchallenge.co.uk www.harbourchallenge.org.uk

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Teaching School Alliance, the school has a lead role in succession planning and talent management and leadership development.

Through the LTC, over 500 teachers and support staff have engaged in its programmes and 15 schools, a number of local authorities and academy chains are being supported; an offer enhanced by the wider quality across the Alliance.

This innovative centre takes a creative approach to staff development and school improvement, which is regularly remarked on by those who use it.

FURTHER INFORMATION Tel: 01908 524894 ltc@sbeschool.org.uk www.ltc.sbeschool.org.uk

Disciplinary Procedures

BUSINESS

 rather than reading someone else’s notes.

It is best practice to inform all those in attendance at any meetings that a sound recording is being made for the purposes of accuracy and transcription. Covert recording is never a good idea as President Nixon once found to the detriment of his long-term career.

The ability to offer a sound file record of any interview, within minutes of its conclusion, is a major component of avoiding accusations the organisation has acted inappropriately, dragged its feet, or has something to hide regarding any personnel matters.

The use of recording has benefits for everyone concerned, but it’s important to remember that every word will be captured; the good and bad; intended and unintended. It is therefore essential, that those managers within the organisation tasked with undertaking disciplinary and grievance interviews etc., not only understand the correct procedure but can be trusted to follow it, even in the face of provocation.

The knowledge that an interview is being recorded often helps keep feelings in check throughout. It generally proves more difficult for either side to become too emotional or even threatening during a meeting, when they know every word can be listened to later, or reviewed by senior management.

HELP MANAGERS KEEP AN OPEN MIND One particular aspect of the disciplinary process that sound recordings address is the common failure of managers to keep an open mind about an employee or situation until they have heard all the evidence. Sound recordings not only capture every word, they convey emotion and offer context to the words spoken, which makes reviewing an issue for a second or third time much easier.

It is far easier to ignore preconceptions and form an accurate opinion, listening to a sound recording of people speaking their own words, than it is reading through a pile of handwritten notes, scribbled at the time. Importantly, sound recording equipment doesn’t miss words because it gets involved in a rapid exchange of views and forgets to make notes.

The switch to digital recording has helped speed up proceedings too. Now there is no need to wait for handwritten notes to be typed up and distributed to all those that were involved in the hearing or interview process, to approve that the document represents an accurate record of what was said and whom. The process is also often lengthened by discussing and making amendments to the written record, before a final version was available for review by senior managers or attached to any employment record. It is often the length of this whole back and forth process that can often lead to a complaint being made against an organisation.

PLENTY OF TIME TO EXPLAIN A common complaint from employees is that the managers involved in the hearing

Faithful representation is ensured by utilising verbatim transcription. This includes not only every word, but all the ‘umms’ and ‘errs’ that have a direct effect on the flow and meaning of the conversations being recorded or interview process, failed to give adequate opportunity for them to put forward their case or version of events. Again, it is the knowledge that a recording is being made of the interview that will help ensure managers act appropriately, are not tempted to cut corners and give adequate opportunity to the employee to explain. Conversely, the recording and subsequent transcription will be useful evidence to rebut any accusation that the employee was not afforded the necessary time.

Organisations will also suffer problems when inconsistencies exist in the disciplinary procedures being followed. Whilst organisations work hard to standardise their approach, making sound recordings of all interviews or hearings can help ensure everyone conforms to the agreed standards.

The sound files can also be used to review the performance of those undertaking the interviews, with appropriate training offered when the review highlights deficiencies in their performance. The review of recordings can also help shape and improve the procedures, to help address any issues raised during interviews or throughout the review process.

SMARTPHONE IS A SMART SOLUTION For smaller organisations, the use of digital dictation machines, or innovative dictation apps for Smartphones and tablets, may be sufficient for a small number of one‑on‑one meetings, or interviews. For larger organisations, with a greater expectation of more interviews and hearings, often with multiple attendees, the leading transcription service providers can supply conference‑style recording equipment, which includes a separate microphone for each attendee.

It is easy to set-up and use, even by the less technically able and allows an accurate record to be made of multiple speakers, even when they talk at the same time – far harder to capture with written notes.

Once an organisation has created a sound recording, the next step is to get it transcribed into a document format, ready for distribution to everyone concerned. Whilst it can be tempting to get this sound file typed-up using the organisations internal resources, this can have confidentiality implications, particularly where redundancies or serious behavioural or health issues are concerned. E

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TRANSCRIPTION  A growing number of organisations are now turning to external transcription service providers to help avoid accusations of potential breaches in confidentiality.

A CERTIFICATE PROVES IT’S ACCURATE The best of these external service providers, well-versed in the process of transcribing hearings and interviews, will ensure the typist, usually a qualified legal secretary, signs a certificate of accurate representation.

Although this verifies the transcription is a faithful reproduction of the sound file, some clients will insist the transcription is checked for accuracy, by a member of the service provider’s quality assurance team, who will also provide a signed certificate of accurate representation.

Faithful representation is ensured by utilising verbatim transcription. This includes not only every word, but all the ‘umms’ and ‘errs’ that have a direct effect on the flow and meaning of the conversations being recorded. Unlike transcription of dictation where the skill of the typist excludes mistakes and hesitations, in interview transcriptions, any omissions may inadvertently affect the intended meaning of the spoken responses.

The failure to keep accurate records of any interviews or hearings can cause problems at an appeal stage or if a case proceeds

to an employment tribunal. The ability to produce, not just an accurate transcription of any interview, together with a certificate of accurate representation, but the original recording, will significantly reduce any assertion that accurate records were not kept. Any tribunal is also sure to appreciate the ability to hear a recording of any interview, if it offers insight into the detail or emotions of the individuals involved.

SHOW YOU TAKE IT SERIOUSLY It’s important to understand that disciplinary hearings can also help improve standards of work and performance within the organisation, with the quick resolution to grievances preventing employees spreading gossip or damaging the organisation’s reputation. Recording and transcribing personnel interviews, reviews and hearings demonstrates how seriously personnel issues are taken within an organisation and shows how determined the management team is to get things right; first time, every time.

Although the use of external transcription service providers might be viewed by some as an unnecessary expense at a time when few public sector organisations can afford it, those individuals must ask themselves, how much any accusation that they acted inappropriately might cost the organisation in the long run? L

About the author Maxine Park specialised in commercial litigation and was made partner at her firm in 1992.

When she had her first child she worked from home. After the birth of her second child, she left legal practice, attained a PGCE and lectured law to legal executives, HR personnel and journalism students.

She launched DictateNow with husband Garry, to offer an enhanced and efficient transcription resource to businesses in a wide range of sectors including legal, medical, public sector, charity and parliament.

Maxine’s experience as a solicitor and home-working parent directly led to the formation of DictateNow which currently employs over 300 home-based typists in the UK. FURTHER INFORMATION More information can be found at www.dictatenow.com

Vomiting and other body fluid spillages, how do you thoroughly clean up?

It’s a fact of life that no one likes cleaning up after vomit and body spills, but it needs to be done quickly and safely to minimise contamination – particularly in public areas.

Hygiene4Less has the solution with the Emergency Clean-up Powder. Packed in a 240g shaker for easy storage and handling.

Simply sprinkle sparingly over the spill and it absorbs up to 400 times its own weight in liquids, including blood, vomit and urine.

The spill is absorbed in 1-2 minutes for easy disposal. A free user’s guide on spill handling protocol is available to download at www.hygiene4less.co.uk.

Hygiene4less produces a wide range of cleaning, hygiene and maintenance chemicals from Hard Surface Sanitising Wipes, Super Concentrate and Readyto-use Sanitiser Sprays, Graffiti Removal products, Degreasers, non-corrosive De-icers, along with a wide range of office and

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Emergency Management School of Health and Wellbeing gym hygiene products, such as NHS-grade hand sanitisers.

For everything janitorial, you are in safe hands with Hygiene4less.

Quote LGOV01* when ordering to get a free 600ml foaming hand sanitiser.

Free technical support and most orders dispatched on the same working day if received by 3pm. *Offer ends 31 October 2013.

FURTHER INFORMATION Tel: 01284 810 887 info@hygiene4less.co.uk www.hygiene4less.co.uk

GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

The University is proud to have worked with partners across the passenger transport and emergency services sector to have developed two innovative new courses: • MSc Emergency Planning Resilience and Response • PGCert Management of Passenger Transport Emergency Incidents

Find out more: www.wlv.ac.uk/emergencymanagement Tel: 0800 953 3222 Email: shaw-enquiries@wlv.ac.uk

www.governmenttechnology.co.uk | VOLUME 11.4

www.governmenttechnology.co.uk | VOLUME 11.1

IT SUPPORT

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MOBILE WEBSITES

CONTENTS GT 11.4

Socitm urges local authorities to improve mobile experience

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Evidence of large and growing numbers using mobiles to access council websites means swift action is needed to improve their experience, says Socitm’s latest briefing.

In The mobile experience: some feedback from council websites Socitm reports on results from its Website Performance service which, since January 2013, has been making its pop-up survey available to people using mobile devices.

The Socitm survey shows that the percentage of visits from mobile devices averaged 27.4 per cent of all visits for the first five months of 2013, with January recording the highest numbers to data at 28.8 per cent.

Comparing responses from mobile and desktop users to the Socitm survey shows that visitors are 16 per cent more likely to use their mobile device for finding information than their desktops, but are 12 per cent less likely to use it for any one of five types of transaction (eg making a payment).

In terms of the user experience, the findings are clear: visit failure is on average 13 per cent higher when mobile devices are used, with visitor satisfaction on average 11 per cent lower. Up to 20 per cent of mobile survey respondents say they will not use their mobile devices again for accessing council websites.

103 GT NEWS

ICO issues heavy fine to NHS Surrey; European Commission guides on supplier dependence; Ordnance Survey reaches new heights with OS Terrain 5

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Contents

INFORMATION TECHNOLOGY FOR LOCAL AND CENTRAL GOVERNMENT – www.governmenttechnology.co.uk

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PSNGB’S research into senior public leaders’ top challenges and priorities highlights how PSN could deliver much greater efficiencies across the public sector. Neil Mellor and Howard Inns explain

READ MORE ON THIS STORY: www.socitm.net

111 SERVICE DESKS

Daniel Wood of the Service Desk institute looks at way sto benchmark performance to find out how good your IT support service really is EWORLD EVENT PREVIEW

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DATA DESTRUCTION

NHS Surrey faces hefty fine after patient data found on resold computer The Information Commissioner’s Office (ICO) has fined NHS Surrey £200,000 after more than 3,000 patient records were found on a second hand computer bought through an online auction.

The data was left on the computer which was then sold by a data destruction company employed by NHS Surrey. The company, which had been engaged since March 2010, was supposed to wipe and destroy old computer equipment – a service which it carried out free of charge with an agreement that they could sell any salvageable materials after the hard drives were securely destroyed.

NHS Surrey were made aware of the breach at the end of May, when they were contacted by a member of the public that had bought a second-hand computer online only to find that it contained details of NHS Surrey patients. Once the organisation had collected the computer, it was found to contain confidential personal data and HR records, including patient records for around 900 adults and 2000 children.

Reclaimed computers After NHS Surrey had been made aware of the problem, it managed to reclaim a further 39 computers sold by the trading arm of its data destruction provider. Ten of the computers were found to have previously belonged to NHS Surrey of which three still contained sensitive personal data.

The ICO’s investigation found that there was no contract in place with their new provider, which clearly explained the provider’s legal requirements under the Data Protection Act and failed to monitor the destruction process.

It also mislaid the records of the equipment passed for destruction between March 2010 and 10 February 2011, only confirming that 1,570 computers were processed between 10 February 2011 and 28 May 2012.

The data destruction company was unable to trace where the computers ended up, or confirm how many might still contain personal data.

Stephen Eckersley, ICO Head of Enforcement, said: “The facts of this breach are truly shocking. NHS Surrey chose to leave an approved provider and handed over thousands of patients’ details to a company without checking that the information had been securely deleted. The result was that patients’ information was effectively being sold online.

“This breach is one of the most serious the ICO has witnessed and the penalty reflects the disturbing circumstances of the case.

We should not have to tell organisations to think twice, before outsourcing vital services to companies who offer to work for free.”

NHS Surrey was dissolved on 31 March 2013 with some of their legal responsibilities passing to the NHS Commissioning Board.

The board will be required to pay the penalty amount by 22 July or serve a notice of appeal by 5pm on 19 July. The full penalty amount is eventually paid into the Treasury’s Consolidated Fund.

The ICO has produced guidance explaining how old IT equipment containing personal information can be securely destroyed in compliance with the Data Protection Act.

European Commission guides on supplier dependence The European Commission has published a policy to help public bodies avoid dependence on particular ICT suppliers – so-called supplier ‘lock-in’ – in a move which it says could save the EU’s public sector more than 1.1 billion Euros a year.

Recommendations include working with standards - rather than specifying a single ICT brand, tool, system, or product – when procuring ICT systems.

The commission says the report is intended to help officials responsible for both long-term planning and purchasing of ICT systems and services.

READ MORE:

tinyurl.com/pm58jgh

Ordnance Survey reaches new heights with OS Terrain 5 Ordnance Survey has released a new height product depicting the shape of Great Britain’s landscape in both grid and contour formats, OS Terrain 5. Presented as a Digital Terrain Model (DTM), OS Terrain 5 adds the third dimension to analytical applications such as flood risk assessment and infrastructure development. OS Terrain 5 will be updated quarterly, with detail enabling a range of practical uses across business and government, the agency says. The the product has adopted open source standards including GML and XML. READ MORE:

tinyurl.com/oefnabf

File storage tools blacklisted

95 per cent superfast coverage by 2017.

Amyas Morse, head of the National Audit Office, stated: “The rural broadband project is moving forward late and without the benefit of strong competition to protect public value. For this we will have to rely on the Department’s active use of the controls it has negotiated and strong supervision by Ofcom.”

More than half (54 per cent) of local authorities have blacklisted staff use of consumer file storage tools and services such as Dropbox, according to a survey of council technology use by cloud collaboration platform providers Huddle.

A further 17 per cent of councils only allow use of these tools for specific business cases or projects, the survey found. However, with the Bring Your Own Device trend gathering pace, more than half (56 per cent) of the councils surveyed said staff can access government content on their own device. Of these, only six per cent allow access on approved devices; 18 per cent allow access to restricted personnel only, 11 per cent only allow access for non-restricted content and 8 per cent only offer access to email.

BROADBAND Superfast rural broadband two years behind schedule A government programme to make superfast broadband available to 90 per cent of premises in each area of the UK is currently expected to be delivered nearly two years later than initially planned, the National Audit Office has reported.

The Department forecasts that the programme will complete its rollout 22 months later than planned. Only nine out of 44 local projects are expected to reach their original target of providing 90 per cent superfast coverage by May 2015. The delay is partly because gaining approval for the project under EU State aid rules took six months longer than expected. The governmment now aims to secure delivery of the rural broadband programme by December 2016, as well as

News in Brief

DOWNLOAD THE ICO GUIDANCE: tinyurl.com/pxyrobo

DOWNLOAD THE NAO REPORT: tinyurl.com/kvltu49

News

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

READ MORE:

tinyurl.com/ncx5jrq

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PSN

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

PUBLIC SERVICE NETWORKS

PSN: THE TURNING POINT

2013 is a turning point in the development of the Public Services Network (PSN).

Savings have been made through network rationalisation, better value network services and more effective procurement. Compliance with and connections into the PSN are on the increase. PSNGB want to accelerate that progress whilst illuminating the real purpose of PSN – as the platform for more radical change that enables better, more cost effective and sustainable public services.

A combination of transition deadlines and sector commitments are compelling public sector organisations to gain PSN certification, select service providers and to connect to the growing PSN. So there is little surprise that the PSN is starting to gain momentum and magnetism as the route to access shared resources and collaboration partners. Early adopters are connected and there has been a marked upswing in commitment from across the public sector, in particular from the Health and Justice sectors. And as the plans published on the Cabinet Office PSN website show, the major Central Government departments are already well advanced with their own transitions.

TRAFFIC GROWTH A further strong push towards PSN is the requirement for all organisations wishing to continue using GSi/GCSX services,

Written by Neil Mellor and Howard Inns, PSNGB

PSNGB, the industry association for PSN Suppliers, recently initiated research into senior public leaders’ top challenges and priorities, aiming to articulate how PSN could help address these and deliver much greater benefits across the public sector. Neil Mellor, director, and Howard Inns, research programme leader, elaborate

A further strong push towards PSN is the requirement for all organisations wishing to continue using GSi/GCSX services, such as secure mail relay, under the GSi Convergence Framework (GCF) to connect to those services solely through PSN by the end of March 2014 such as secure mail relay, under the GSi Convergence Framework (GCF) to connect to those services solely through PSN by the end of March 2014. With 588 users of GCF services, this marks a significant watershed in the programme and, as they exercise their new choice of PSN connectivity provider, an impending growth of traffic across the Government Conveyance Network (GCN) – the core of the PSN – as data is passed between competing service providers. It’s also essential for user organisations to gain their PSN certification – the Code of Connection or ‘CoCo’ – without waivers or exemptions before connecting to PSN. This transition to PSN is worth putting into perspective as its emerging scale, proven capacity to save cash today and the much greater transformational potential it holds are essential to unlocking far greater efficiencies

in future. PSN is actually shaping up to be a factor of 50 to 75 times larger than the old GSi (Government Secure Intranet). To visualise that, think of it not as just fixed links between Whitehall departments or set of spokes connecting Local Authorities to a set of central applications but as a single, ubiquitous conduit shared by millions of people delivering public services. It’s shared environment based on common standards to keep costs down, with appropriate levels of security where they’re needed and with access to a rich choice of inter-changeable services and content from an open and competitive marketplace of providers.

Customers are making immediate cashable savings by shifting from multiple duplicated networks to a common network, often including a range of local or regional partner organisations. The Unicorn !

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PSN

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

PUBLIC SERVICE NETWORKS " project, bringing together authorities in Surrey and Berkshire is one case in point, replacing up to forty networks with one, connecting at least 20 public services and saving £5.25 million in the process.

A further good example is in Cambridgeshire, where the regional PSN has resulted in savings of 50 per cent, more than £1m pa, based on what it would have otherwise spent on networking. There are many other powerful instances of regional aggregation and savings, including those in Staffordshire, Yorkshire & Humberside, Dorset, Kent and Hampshire to name but a few.

The initial business case for gaining the compliance tick in the box, consolidating and connecting is compelling. But if there are strong reasons to achieve PSN compliance and connection in the short term does is follow that the intention and capacity is there to capitalise on those first steps into PSN to tackle bigger challenges?

POSITIVE CHANGE Gaining the initial PSN ‘tick’ is important, but PSNGB believes that the real opportunity lies in thinking beyond this. It means understanding the potential of PSN as the common link that can facilitate positive changes in the way that people and services work, realising savings well beyond network costs, creating greater efficiencies from collaboration and resource sharing and enabling improved economic and social outcomes at both local and national levels.

It’s a point made clearly by the National Audit Office (NAO) in recognising that early savings, whilst important, can be unsustainable in the long run and that service innovation and change are needed to generate sustained efficiencies and better services. To quote from a recent NAO report: “This is the greatest challenge for PSN - to sustain cost saving whilst articulating the much greater economies and sustainable public service improvements that must be built on PSN.” It requires that PSN be exploited not just as a set of network connections, but as a platform for innovation and public service transformation. Again in the words of the NAO, it means moving to “ICT solutions that reform public services and the way that government works”. This brings with it a new set of challenges. Beyond the not inconsiderable task of setting standards, maintaining compliance and smarter procurement, exploiting PSN demands that we tackle the process, people and management challenges of aligning different organisations to collaborate and co-deliver public services.

To explore this potential, PSNGB commissioned original research from Kable, interviewing 25 senior public sector executives during March and April 2013. The research looked at the top priorities and challenges facing leaders in public services, highlighting in particular the role of collaboration in addressing

PSNGB event in Leeds

At the local level, budget challenges were augmented by local needs, particularly in maintaining services and coping with both levels of demand and the requirement to create local employment and growth these issues and hence the potential for the exploitation of PSN to deliver benefits and efficiencies much greater than its early dividends in cutting communications costs.

It was no surprise that the top challenges were linked to budget and resource constraints, strongly flavoured with change and uncertainty in the face of increasing demand for services.

RESOURCE CONSTRAINTS Understandably, budget and resource constraints topped the list of challenges unprompted. However, the consistent underlying message was that the potential of short term cost savings had been exhausted and that more transformational change was needed to meet the ongoing challenge of delivering better services for less money.

One CEO commented “we find ourselves in times of great financial difficulty where the demands on services are increasing and need to find new ways of doing things”. Others noted “we simply won’t meet the current and future demand if we carry on the same as we do now… our major priority has to be new service models” and “we have done the easy savings [and] more difficult savings and we are left with fundamental changes”.

At the local level, budget challenges were augmented by local needs, particularly in maintaining services and coping with both levels of demand and the requirement to create local employment and growth. In the words of one CEO “the biggest challenges are around a growing population and

bringing in more employment to the area… [whilst] balancing the books and being able to define a sustainable role for the authority as there is a massive regeneration agenda and community leadership role.”

Overall, responses pointed strongly towards the need for innovation and change to reconcile sustained savings with maintaining and improving services. Leaders were focused on actively prioritising services and investigating new operating and service delivery models for greater efficiency. 60 per cent indicated that they were exploring these new business or service delivery models, though to date, relatively very few organisations had started to implement them.

PRIORITIES Quotes from the leaders questioned illustrate their priorities, as this representative sample shows: “The priority is unchanged from what it always has been… how best to improve the quality of life for the people in my area” (CEO).

“Identifying opportunities to modernise and to reduce our operating cost“ (Chief Exec).

“Focus on improving on efficiency… where there used to be separate council and police front office, now there is one” (Chief Constable).

“Our key priority is protecting those most vulnerable, but it is also trying to grow our local economy and deliver services as effectively as we can” (CFO).

Our research highlighted that senior leaders’ challenges and to some extent their priorities !

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Advertisement Feature Written by Steve Ingall, head of Consulting Services, iCore

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

SERVICE INTEGRATION AND MANAGEMENT

NEW TECHNICAL ERA HAS GOT TO FOCUS MORE ON BUSINESS

After working on several SIaM projects, Steve Ingall of iCore believes we are seeing more right sourcing but the management issue is the same: how does the IT department retain control? In an extract from his publications, Steve looks at best practice for SIaM and if it can deal with today’s challenges Over recent years there has been a realisation that the large, long-term IT sourcing relationships that organisations have had for many years, are no longer effectively serving the needs of the business.

The explosion of e-commerce and digital services means that IT is now fundamental to the whole business strategy, not only managing the back-office and the production line but now providing the new sales outlet as well.

RETAIN ACCOUNTABILITY As a result of these changes and increasing consumerisation of IT devices and user experiences, organisations are turning more and more to multi-vendor (or “tower”) sourcing arrangements, exploiting new and specialist technologies, moving the internal IT department from technology focus to service and business focus.

The CIO and the IT department must retain accountability and control over the full scope of all IT services and to do this they are turning to a Service Integration and Management Model (SIaM) to move from technology focus to a more business service focus.

FACE-OFF Under a SIaM model, the IT department retains the accountabilities for the delivery of service, owning all aspects of strategy, governance, policy and finance; but they want to be able to pass responsibility for service delivery to the service providers directly, letting the providers maximise their own working practices and technologies to better service the customer.

The SIaM Model can be used to provide the right level of governance and direction, acting in an assurance capacity and will typically also include the service desk.

The SIaM function will have to face-off to the retained organisation ensuring that it is

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looking after the best interests of the business and, at the same time, face-off to the service providers ensuring that they are able to perform to their optimum capability.

As a consequence, the image of the mythical god “Janus” is often used to portray the SIaM function.

In order to know whether a SIaM service capability would be right for your organisation you need to understand what the current situation is and what the implications would be internally and externally if your organisation moved to a SIaM Model.

An understanding of the current issues across the people, processes, tools and service delivery will help identify gaps and overlaps, and define options for addressing these issues. SIaM Blueprint from iCore provides a quick way to undertake this assessment and move forward.

SIaM OPTIONS There are options for how the SIaM function can be implemented, and there are pros and cons for each of these. Firstly, this can be retained by the IT department; second

Option one – Retained by the IT department (retained). Pros: Organisation retains more direct ownership and control. Cons: Lack of necessary skills in IT department.

Option two – Retained but augmented with specialist SIaM resources (augmented). Pros: Retained ownership and with experienced resources/good practice. Cons: More costly than option one.

Option three – Outsource to an independent SIaM specialist (independent). Pros: Complete independence and experienced SIaM provider.

In order to know whether a SIaM service capability would be right for your organisation you need to understand what the current situation is and what the implications would be if your organisation moved to a SIaM Model option is an augmented version of option one (retained but with some contracted in specialist subject matter experts); thirdly, it can be outsourced to an independent third party; and fourthly, it can be given to one of the incumbent service providers.

In iCore’s opinion, these options are in the order that we think they should be considered but, as with all journeys, it is often the starting point that dictates the route to be taken, in this instance what the current sourcing landscape looks like.

Looking generically, then, the primary pros and cons of these options could be:

Cons: Could be costly and may lack business knowledge.

Option four – Use an incumbent service provider (incumbent). Pros: Should have service awareness and may be easy to “uplift” existing contract. Cons: Lack true independence and may be challenged to collaborate with other providers.

There are more pros and cons, and traps to avoid, so to work out which approach is best for you, contact iCore’s SIaM Services.

FURTHER INFORMATION Tel: 0207 464 8883 www.icore-ltd.com/siam

PSN

BUSINESS INFORMATION FOR LOCAL AND CENTRAL GOVERNMENT – www.governmentbusiness.co.uk

PUBLIC SERVICE NETWORKS " were reasonably consistent, particularly within sectors, hence was a broad appetite for shared service delivery and collaborative activities. More than half viewed collaboration as essential and all respondents recognised the need for collaboration in service delivery.

For example, “[Collaboration] is crucial and will be even more so as we move forward” (CEO), “[Collaboration] is absolutely vital and there is still significant opportunity in spaces between services we can fully exploit” (CEO).

However, the specific types of collaboration and shared activities varied from organisation to organisation, even within the same sector, depending on their particular political, economic and social environment.

There was real recognition that collaboration was hard and leaders’ experience showed that success depended on finding the right partners. The criteria for success here were determined more by shared vision and complementary capabilities than necessarily geography or sector. As a result, whilst local collaboration tended to be preferred, mainly because of shared environmental factors, the potential for national collaboration was also of interest.

ENTHUSIASM AND CAUTION Given the frequent cross-organisation nature of service delivery, collaboration regarded as essential by over half the participants.

The challenges were well recognised too, perhaps reflecting some of their more salutary past experiences.

Consequently leaders’ quotes tempered enthusiasm with caution and the difficulty of realising joint working and shared resources in practice.

The more circumspect acknowledged that whilst collaboration was an important tool, it had to be productive. One CEO commented that although “potentially an important part of the tool kit… collaboration is not just about partnering with other local authorities… there is a real danger of it becoming a trend [that] may not be to their benefit in the long run”.

Another CEO noted that “it is not a silver bullet for all issues nor should it be scoffed at”, with a further commenting that it was “very challenging to do, it looks good on paper but it does take a lot of blood, sweat and tears to make it work”.

Health respondents uniquely mentioned the mixed messages around collaboration and competition within their sector, noting that; “collaboration is really important… [but] one week we will be hearing all about having to compete with each other to provide better services and the next… that we have to collaborate to achieve savings”.

Asked whether current shared service

PSNGB believes that PSN needs to progress fast from compliance and connection to exploitation and transformation. There are some early examples of how this can be achieved, but much more remains to be done delivery initiatives were meeting original expectations, respondents were generally positive, but with some caveats. A common view was that it’s hard work and successful shared approaches need detailed preparation and analysis, with time required first to get agreement and then deliver results. Understandably, relatively quick wins were pursued first, one CEO noting that “they are getting more difficult. We first picked [those] that would deliver the most and quickest first and we are now striving to do the more difficult things”.

Leaders had to try innovative ideas out, scale what worked and cut those that didn’t early, one CFO commenting “they are delivering what we expected them to. We did a lot of work before moving forward… [there were] others where we pulled the plug [if they] would not deliver. Another CEO stated that “the ones we have completed [met expectations], but there are others we have explored but that have not reached fruition”.

Advance preparation was clearly a success factor; according to one CEO “we put a lot of effort on the business case at the beginning… we look slow at starting, but it definitely pays dividends at the end as you get what you were looking for.”

PSNGB s believe eeds Nn that PS ress fast to prog mpliance from conection to and contation and exploi rmation transfo

BARRIERS Potential barriers to collaboration were noted, though these were not seen as a reason for inaction. A common barrier was different definitions and interpretations among participants, with the example given of one project that failed because the criteria used to define ‘vulnerable’ varied. Likewise partners needed look beyond their own local needs and to reconcile different views.

Not only must collaborators share a common view of the issues and outcomes, but they should also have balanced and proportionate shares in the benefits. One CFO noted that they gained relatively little financial benefit from sharing because they already had a lower cost base than their partners.

Risk aversion was also cited, with large, game changing initiatives requiring upfront investment seen as too risky. Consequently none of the participants identified existing

radical transformations and where the need to explore new operating models was recognised progress still at the exploratory stage.

PSN is taking off and the case for gaining complying, consolidating and connecting is strong with cashable savings genuinely being delivered. Given the overriding objective within government to reduce public spending, the near term pressure will remain on cost cutting, de-duplication and the commoditisation of ICT. PSNGB shares the NAO’s concern over the sustainability of savings derived from rationalisation and price erosion alone.

Our research indicates that maintaining and increasing savings will demand more collaboration within and between public sector bodies. It will demand determination to address the tough but rewarding challenges of realising new ways of working and innovation in public service delivery. Greater and more effective alignment of different organisations, sometimes with different goals and cultures, to collaborate and co-create public services looks like the only route forward for organisations that have done all the cost cutting they can.

The “fundamental change” and “new ways of doing things” we identified mean redesigning public services from the outside in, starting with the citizen and replacing old processes, changing systems, re-aligning the way people do things and giving them the tools to work more flexibly and quickly. It means joining up, working closely and sharing resources rather than protecting or competing.

Above all it means openness, agility and innovation as the keys to delivering better services in the face of unlimited demand and shrinking budgets.

PSNGB believes that PSN needs to progress fast from compliance and connection to exploitation and transformation. There are some early examples of how this can be achieved, but much more remains to be done.

We plan to illustrate how PSN-enabled public services could be delivered, quantify the potential benefits, explore what needs to be done to bridge the gap between this vision and the current state and to continue working with senior leaders to communicate the findings and to help bring about change. # FURTHER INFORMATION PSNGB exists to provide a forum for its members, and promotes innovation, discussion, development and the exchange of non-competitive information within its membership. For further information visit psngb.org

Volume 20.4 | GOVERNMENT BUSINESS MAGAZINE

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IS THERE A BENCHMARK FOR IT SUPPORT?

As head of research at the Service Desk Institute, the questions I’m asked most often are not: How do I motivate or retain staff ? or How can I improve my service desk’s processes?

The questions I’m asked most often are: What are the industry average call answering times?, How many incidents will 1000 end users log every month?, How do I know if our 10 per cent call abandon rate is above or below the industry average?

In a way, perhaps it is not surprising that I am asked this question so often.

Inherent within in all of us is a desire to understand how good we are, for all of us compare and contrast ourselves with others and organisations.

The craving to compare and contrast is not unique to the IT support industry, but I feel that the desire burns even stronger within IT support organisations because sometimes they can feel isolated and siloed, and lack way markers and indicators to guide and assure them that they are indeed doing a good job (one that is at least comparable to other organisations within the same sector).

Another reason for the burning desire to

Written by Daniel Wood, head of research, Service Desk Institute

Service desks attract and collect huge volumes of data – a logical reason for the burning desire to compare and contrast performance. So why not use it to see how good your service desk really is, asks Daniel Wood, head of research at the Service Desk Institute

compare and contrast performance is that service desk’s performance, is to track and service desks attract and collect huge volumes trend your own service desk’s metrics over of data. Every interaction is recorded and this a period of time (I refer to this as internal creates masses of data – therefore the desire benchmarking – comparing benchmarks with to utilise this data to better other service desks is external benchmarking). understand your service Internal benchmarking is an incredibly desk’s performance is powerful tool and - combined with is t I completely logical. elements of selective quantitative o t nt The data is all external benchmarking and importad that in n there to be used, qualitative work – can provide a t s under pport sphere so why not use a true picture of your service u it to see how desk and its performance. the IT s comparing good your service l l hen i w w s, you desk really is?

WHY 65.879 PER CENT OF statisticlikely be Unfortunately, STATISTICS ARE WRONG most g apples direct comparisons The above figure is completely n between service facetious, but it does demonstrate ompari anges c desks and support an important point about the to or organisations are emphasis and credibility we place virtually impossible, for on statistics. Whilst it is not my intention numerous reasons that I will to start a debate on how statistics should extrapolate below. However, that is not to say be measured, recorded and utilised, it is that benchmarking is a futile exercise, but it important to understand that in the IT support is one that should be used with caution and a sphere when comparing statistics, you will high degree of hesitancy. most likely be comparing apples to oranges.

An alternative solution, and one that This means that it is dangerous to invoke can really help to drive and improve your direct comparisons with other service !

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IT SUPPORT " desks based on metrics alone. I’ll use this real-life example (I was asked this exact question this morning) to demonstrate what I mean.

The question directed to me was What’s the industry average for how many calls should we expect for 1000 end users on a weekly and monthly basis? This appears to be a quite a reasonable question, indeed I’m sure many service desks would love to know the answer to this as it would aid immeasurably in their planning and resource allocation (amongst others). Being able to plan in advance would be a definite boon for Service Desk Managers and Team Leaders and additionally it would let you know how busy your service desk is compared to others in the industry.

Unfortunately an industry average measure for calls received does not exist; some of the reasons for this are: Organisations have end users with different technical skills (consider the fallacy of comparing data from a company involved in technology and one where it’s been struggle to stop people using pen and paper). The better end users’ technical knowledge and skills, the less likely they are to log calls; Service desks might not be as well regarded by some organisations as others – if end users don’t like contacting the service desk then this organisation will have a lower support call volume; Hardware and software is likely to be very different across organisations – it is fair to compare the call volumes for an organisation with brand new tools and technology to one that is working on 10 year-old PCs? And if so, should we take this into consideration in our calculations?; And lots and lots of others including: staff turnover rate – are there lots of new starters, does this generate high call volumes? Is it easy to contact the service desk? Are calls logged in the same way, or do we differentiate between support calls and calls for contact details? What about the complexity of the calls – are they taking a long time to fix hence your lines are always engaged?

DANGEROUS COMPARISONS Above are just a few examples of why direct comparisons of metrics and KPIs are dangerous, as it is very likely that we’re not comparing apples with apples. Taken as gospel, any industry average for the number of support calls could be very damaging. You might see it as a good sign that you receive fewer calls than other service desks, but what if the reason for this is because your end users had such a low opinion of your service that they saw you as a last resort? On the other hand, perhaps your calls are much higher than the average – does this mean you need to provide end users with extra training or implement a self-help solution? The answers to these questions could be true, but they should not be prompted by incorrect information, the type that is created by industry benchmarks – the true source of improvement lies within ourselves and our support organisation.

Service Desks

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The best way to benchmark your service desk is to benchmark internally. It may appear that this seems like a worthless endeavour – how can you know how good you are if you are only competing against yourself? The answer is that you compete against your previous performance, pushing and driving to improve results month on month and year on year That being said, industry benchmarks do still have their place in the support industry. For anyone who is starting to get to grips with measurement they provide a useful indicator of what you should be measuring and provide some ballpark figures. Knowing what metrics other service desks are utilising can point you towards some important measures that you had not hitherto considered. Used with caution and with careful consideration afforded to the fallibility of industry averages, industry benchmarks have their value and their place but are not a sound basis for decision making or improvement initiatives. For those, we need to look a little closer to home.

INTERNAL BENCHMARKING The best way to benchmark your service desk is to benchmark internally. It may appear that this seems like a worthless endeavour – how can you know how good you are if you are only competing against yourself? The answer is that you compete against your previous performance, pushing and driving to improve results month on month and year on year. To do this, take a picture of all of your metrics and KPIs (call waiting, resolution times etc.) and write them down as an average for the last month. Then do the same next month, the month after and so on. Very soon you’ll have data that is trending, and after a year !

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IT SUPPORT " will have there any identifiable ways that the g Knowin rics some pretty service desk can use its knowledge et m t comprehensive to improve the way that people a h s w e desk c results. Now work? When qualitative work i v r e s look at these is combined with internal other tilising can measures and benchmarking it creates a are u u towards o compare them very solid foundation for y t poin important to a year ago continual service improvement e som s that you and they will initiatives (CSI) to help push the e tell you in what service desk to the next level. measur t hitherto o direction your n had red desk is heading, CONCLUSION conside and you are now in a Benchmarking is a vital part of service position to set goals and delivery, but it is important that it is targets and ensure that the used in the right way. Benchmarking against data is trending towards the goal. The very industry standards has value, but much best service desks have been doing this for a greater returns will be experienced when long time and it has aided immeasurably in benchmarking against your own standards. their ability to identify improvements, ensure If you have recently implemented a new that they have sufficient resources, and build change management process then you will business cases for additional expenditure. be able to see whether this has improved On the subject of internal benchmarking, service by examining your metrics and it is essential that service desks include looking at the trend of your data. If metrics qualitative measures to complement the have improved as a result of the processes quantitative measures. Useful qualitative work you have implemented then celebrate these includes interviewing customers to gauge achievements with your organisation – it’s their thoughts and opinions concerning the the only way they’ll truly know that you are service desk; going out into the organisation’s committed to improving service for their end user population (floor-walking is a good employees and increasing productivity. # way to do this) and understand more about IT is used – what are end users’ concerns or FURTHER INFORMATION complaints? How could IT be improved? Are www.servicedeskinstitute.com

Service Desk

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About the author Dr Daniel Wood is an experienced analyst on all matters concerning IT business management and is committed to helping support organisations realise their full potential through the sharing of ideas, knowledge and best practice.

In his capacity as a best practice auditor, Daniel has worked with some of the UK’s largest public sector bodies and has advised leading blue-chip organisations on driving business improvements through better use and understanding of the potential of IT. Daniel is currently Head of Research and Publications at the Service Desk Institute, Europe’s largest IT service and support organisation.

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Company Profiles

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Take action so you’re not Avoka Technologies: the next data-loss headline creating digital experiences for government Government organisations are Computrace: “It is a significant required to comply with strict data protection laws. When a data breach occurs, you are expected to respond immediately to safeguard your community’s personal data and ensure compliance.

When a computer goes missing, so does its data. Absolute Software has been providing government organisations with solutions to manage and secure all their devices since 1993: Absolute Computrace allows you to respond if any device is missing or stolen, if data is compromised or if the status of a device is unknown – safeguarding public information and allowing you to comply with regulations.

Ian Lawrence, technical services manager at London Borough of Camden, said of Absolute

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benefit because of the peace of mind it gives us. The critical point is public perception: if a laptop is lost or stolen, we can say it was password protected, it was encrypted and we can remove the data, and even have the means to recover it. Being able to demonstrate you have in place this level of protection is key.”

Absolute’s technology provides a constant connection to all computers in your deployment.

If removal is attempted, the technology rebuilds itself so you can continue to track, manage and protect your assets.

FURTHER INFORMATION Tel: 0118 902 2000 info@emea.absolute.com www.absolute.com

Avoka’s solutions make it easy for citizens to do business online with UK government agencies.

Avoka eliminates paper forms to deliver all-digital self-service experiences while significantly reducing operating costs.

The Cabinet Office’s Transactions Explorer reveals that 1.28bn transactions are processed yearly throughout UK government offices. Avoka’s solutions can transform these high-stakes transactions into digital experiences that empower citizens to transact whenever, wherever and however they want – via desktop computer, tablet, smartphone or kiosk.

Avoka helps government agencies encourage more citizens to do business online, increasing citizen satisfaction and reducing calls to customer centres. The “design once, deploy everywhere” Avoka Transact solution delivers an online experience where citizens complete applications,

fill out and sign documents, open accounts and more.

Avoka Transact also provides the data integration and workflow processes to take government front offices digital, and gives government agencies the power to improve field worker productivity with intelligent mobile data collection applications.

Avoka Transact can be procured direct or via the G-Cloud CloudStore.

FURTHER INFORMATION Tel: 0203 514 8556 rausten@avoka.com www.avoka.com

CTG knows G-Cloud and can take you there

Specialist training is an investment not a cost

CTG is proud to be part of the G-Cloud iii framework, offering services in the Infrastructure as a Service (IAAS) and Specialist Consulting Services (SCS) categories.

CTG’s Cloud Migration Service team has a proven track record in both the development of new cloud services and the migration of clients away from their existing locally deployed application solutions to new, cloud-based services.

CTG operates in both the private and public sectors and is a particular specialist in all aspects of information disclosure and business transformations in highly regulated environments.

The company provides custom, secure information disclosure portals ,delivering workflow automation and self-service between public sector departments, law enforcement and the private sector.

Over the past 10 years, CTG’s systems and business processes have managed over 1.5 million

Computeraid specialises in Microsoft Office, Sage Accounting and Adobe Creative Suite training and offers a range of commercial training options, consultancy, special offers and funded courses.

Training can be in the form of “open” scheduled courses in Cardiff or Swansea, company specific programmes or training at your place of work across the UK. Training is hands-on and tutor-led by business-focussed experts. Courses are tailored so organisations get what they require from well-targeted training sessions. The company caters for all levels of ability, from getting started to developing VBA and SQL projects. Upgrade training is a particular strength.

As an “Investors in People”

disclosure requests from UK police forces, local authorities and other government agencies.

This experience, coupled with the company’s track record in UK and international healthcare service provision, places CTG in a unique position to offer the public sector focused and economically competitive solutions via the G-Cloud iii framework.

FURTHER INFORMATION Tel: 01189 750877 haydn.watkins@ctg.com www.ctg.eu

GOVERNMENT BUSINESS MAGAZINE | Volume 20.4

company, Computeraid has been training people to make the most of their computers since 1988. As a British Computer Society accredited examination centre, it can ensure delegates can benchmark their skills to national qualifications.

Computeraid has had major contracts with large public and private sector organisations in the UK, including local authorities, NHS trusts, the Department of Transport, DVLA, UK Intellectual Property Office, Finance Wales and the Office of National Statistics.

FURTHER INFORMATION Tel: 01792 610550 training@computeraidwales.com www.computeraidwales.com

Software that powers the boards of top brands and provides the solution to reducing the cost of governance It is a challenging time for local government, as council’s struggle against a background of austerity to improve service delivery and respond to the public’s demand for greater transparency, while simultaneously reducing spending.

The public sector is responding to this and has begun to find radical new ways of working, to ensure savings are achieved without compromising on core values.

The introduction of new structures and changes to the way local government operates, such as delivering services through partnership, collaboration and commissioning, provide challenges for managing risk, ensuring transparency and demonstrating accountability.

At this time, it is crucial that standards of governance are maintained. With 63 per cent of respondents in the eShare governance survey 2012/13 stating that their costs associated with governance, risk and compliance (GRC) have increased, the conflict with reduced spending is clear.

The increase in expenditure related to GRC is a product of the rise in the importance of good

governance. But with reallocation of resources and reassessing your current methods, it is possible that governance can be managed efficiently and cost effectively. In fact, 82 per cent of eShare’s survey respondents believe that getting good governance practices in place will lead to long-term reduced costs.

Governance software is already widely adopted within the private sector, as companies recognise the importance of transparency to their stakeholders. By utilising this software within the public sector, board members are able to securely

Will PRISM kill the cloud? Not if you use PretaGov CMS SaaS PretaGov designs, builds, and maintains secure, fully supported websites and mobile apps for government agencies.

Every PretaGov site ensures: flexible solutions that meet your needs every time; one hundred per cent open source SaaS in a private cloud.

Do as much or as little design or backend input as you like, working to your budget.

UK data sovereignty and data privacy: PretaGov UK is hosted in UK-based, tier 3 data centres.

No other country can take your data. The company complies with the Data Protection Act. Watertight website security: The company chose Plone, which has the best published security record of any CMS. Comprehensive support when you need it with guaranteed response times.

Guaranteed uptime even with traffic spikes as provided by geo-redundancy in UK data

centres. Enhanced citizen engagement: advanced analytics, social media integration, real-time engagement and accessibility compliance.

PretaGov has worked with more than 35 government clients in health, transport, emergency services, local government, and community services.

It understands the needs of government clients and has a record of delivering innovative solutions under tight deadlines.

PretaGov is offered via the G-Cloud Services III Framework Agreement. Look for the company in the Government CloudStore.

GT Products

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access all their governance resources (such as documents, guidance, meeting packs, decisions and risks) from a central location where they can collaborate at anytime without needing to be in the same room as their fellow members.

With budgets being squeezed, the reality that governance software can help to reduce the cost of GRC will be appealing to those who hold the purse strings. Managing governance online means a reduction in paper and printing costs. It also eliminates the cost of distributing and couriering meeting packs, while reducing the issues caused by late or amended papers that require last minute updates and redistribution. Even the procurement of such software has been streamlined, thanks to the G-Cloud initiative.

We may be living in austere times, but that shouldn’t lead to a compromise in standards of governance. Dedicated software will ensure your department is run transparently and efficiently, saving administration time and costs.

FURTHER INFORMATION Tel: 0845 200 7829 www.eshare.co.uk/governance

Open architectures: more choice, reduced cost LinuxIT’s Open Architectures Readiness Assessment now endorsed by HMG is helping public sector organisations to benefit from reduced costs, whilst complying with government open standards. It’s about innovation, collaboration, reuse and adaptation, which is revolutionising the way government procures and consumes IT and services, whilst reducing the burden on the taxpayer.

This widely adopted assessment is extensive in its investigation into the viability of Open Source Software and provides organisations with targets for immediate costcutting and on-going operational

efficiencies. Delivered with a money-back guarantee, this service has already identified hundreds of thousands of pounds of cost-savings for public bodies.

LinuxIT is an IT Services company with an unrivalled record in deploying best practice Linux and Open Source Software.

Employing expertise and reference architectures amassed over 14 years. LinuxIT works with public sector organisations in their use of Linux and Open Source Software for their mission-critical IT systems.

To find out more, give LinuxIT a call or find them on G-Cloud.

FURTHER INFORMATION Tel: 0845 606 3002

FURTHER INFORMATION Tel: 08703 927071 john.pickles@pretagov.co.uk www.pretagov.co.uk

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28 32 93 116 86 96 44 66 61 90, 92 76 88, 93 76 116 76 74, 75 52 54, 60 55, 57, 59 30 60 84, 92 64, 67 32 114 46 96 10 116 116 12 64 16 50 74, 75 62,67 14 72,75 38 56, 61 28 56, 60 20

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Frontier Pitts Fusion Media Europe Gaia Heat Geometry PR Hadfield Wood Recyclers Harbour Challenge Outdoor Harry West Hays Recruitment HD Services Highlight Pyrotechnics Hills Waste Solutions iCore Idappcom Imperial College London JJ Marketing K West Hotel Kidde Products (T/A Angus Fire) Leadership and Training Lebkuchen Schmidt GmbH Ledco Lintran LinuxIT (Europe) London & Zurich Maclin Group Magnatech Fuel Conditioning Manchester Conference Centre Marriott Hotels MDNX Mecho Systems UK Melia Whitehouse Hotel Mentor FLT Training Mind Click MLE Pyrotechnics Modular Buildings MZurich Europe National Army Museum Nus Consulting Oakfield Media OKI Systems UK People Opportunities Phenomenal Fireworks PHS Group Pilot Navigation

42, 43 58 32 38 72 96 60 78, 80 34 24, 31 74,75 110 108 48 81, BC 67, 82 86,92 96 78, 80 86 90 117 66 81 36, 38 80, 81 4, 52 104 6 50 73, 74 76 26 46 42 53 34 58 102 46 28 56, 58 IFC

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66 117 118 46 28 52 30 106 64 52 42 70, 73 82 100 30 22 40 8 61 118 34 67 115 36, 38 94 80, 81 70, 73 73 112 87, 88 34 30 68 50 88, 93 36 58 82 90 88, 91 86, 93 18 90, 91

Eco-Efficient Mobility is on the Move.

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