City of London Renew Tender by Media Metrica Ltd

Proposal for the Provision of Recycling & Communication Infrastructure for the City of London

Friday, 15 June 2007 Media Metrica ltd | Renew Your Streets ltd Studio two 166 Tower Bridge Road London SE1 3LS 020 7407 2933 020 7089 9022

Concept image of a Renew unit in the City of London

Tables of Contents Proposal Overview Introducing Renew

I. II. II. IV. V. VI. VII. VIII. IX. X.

References

Appendices

Business Case Sensitivity analysis Planning and Placement Proposed locations Sunlight readability Quality Assurance & Environmental Policy Health & Safety Policy Complaints Process Equal Opportunities Policy Trading Accounts (2003, 2004, 2005)

48 50 51 52 54 55 56 62 63 64

Introducing Renew -

a proposal combining three distinct services:

A revolutionary recycling infrastructure A unique real time communication network A breakthrough in street level security and safety

Male 1.85m

1.25m 1.05m

Typical unit 0.35m

1.45m

0.55m

Executive Summary

Renew Your Streets Ltd (RYS) will work effectively in partnership with the City of London through the deployment of its innovative Renew recycling system which will directly contribute to the achievement of the City of London’s on-street recycling objectives. Renew combines three distinct services: i. ii. iii.

A revolutionary recycling infrastructure A unique real time communication network A breakthrough in street level security and safety

The system will initially be implemented through the deployment of 100 units at points of high pedestrian footfall. Individual recycling units will collect waste streams in accordance with City of London specifications. Display screens on each end of the units will show relevant real time information, such as travel, news, and financial messages, in a manner agreed with the City of London. This will include instant messaging capabilities for use by the City of London’s emergency services. Finally, individual units will incorporate the most up to date blast mitigation technology to reduce the risk to people and property from existing and future terrorist threats. This proposition to the City of London represents: i. ii. iii. iv.

A commitment by RYS to invest £2.75 million in on-street recycling and on-street communication infrastructure, A 15 year obligation to deliver over £10.5 million in services, An implementation of a real-time public communication system of particular benefit to emergency services, and The introduction of Blast Intelligent Technology to protect people and property from extremist threats from Improvised Explosive Devices (IEDs) in Renew units.

This combination of services will differentiate the City of London from other major international financial centres. Furthermore, these benefits will be provided at no cost to the City of London through the use of corporate sponsorship, which will contribute to the growth of the City of London’s wider sponsorship programme.

Proposal The RYS Proposal will see the installation and maintenance of Renew units in pre-agreed areas of high pedestrian footfall to capture street litter for recycling. This proposal will require no financing from the City of London as the units are installed and maintained over the length of the partnership free of charge. The costs of manufacturing and maintaining the network will be recovered through sponsorship of public information displayed on the electronic screens and of the project. In this partnership the following costs will be financed by RYS : i. ii. iii. iv. v. vi.

Siting, manufacturing and installation of Renew units, Monitoring and maintenance of each site, Reporting on usage and street conditions, Provision of electricity, insurance and repair costs, Provision of the Renew public messaging system, Managing the sponsorship of Renew and its related messaging, and vii. Replacement and repair of damaged parts . The sole cost to be financed by the City of London will be the collection of recycling from the units in a timely manner. To recover the costs of the benefits outlined above, RYS will require a 15 year contract for the deployment of Renew. The following financial benefits will accrue to City of London over the length of the contract through adopting the Renew system. (See Business Case Appendix I for further detail)

Cost Savings for the City of London Savings from lower disposal costs Bin replacement Savings Direct Reduction [LATs] Receipts from sale of recyclables

£ £ £ £

85,000 40,000 35,000 40,000

200,000

£ £

2,750,000 10,500,000

13,250,000

Direct investments in the City Recycling & Communication Infrastructure Commitment in Maintenance & Operation

For the purposes of estimation, figures have been rounded and investments have been calculated over the standard 15 year contract.

Recycling Performance The City of London has recently undertaken a trial of nine recycling receptacles to collect waste paper from areas of high pedestrian footfall, prompted in particular by the waste created by the distribution of daily free newspapers. By capturing this waste, the City of London has a unique opportunity to significantly improve its environmental performance. Renew will build on the success of the trial to extend the service across the City of London in a safe and secure recycling network. Furthermore, Renew offers the opportunity to target additional waste streams such as beverage containers depending on City of London policy and requirements. The tonnage collected through the nine unit trial provides a basis to estimate the quantity of recyclables which will be collected through a complete Renew system. On a highly conservative basis, if only 50% of the trial levels were achieved within Renew the recycling network would deliver 133 tonnes of paper per annum. Additionally, Renew units have a greater capacity than the equivalent units currently in use and are less intrusive to pedestrian â&#x20AC;&#x2DC;desire linesâ&#x20AC;&#x2122;. The net impact of Renew will be to deliver additional on-street capacity, while reducing cycle times and the cost of collection per site.

Proposed locations in the City of London

Note: For a complete list of proposed sites see Appendix IV

part I

Introducing Renew

“An opportunity for a cleaner City.”

Renew is designed to collect and segment street litter on routes of pedestrian traffic. The service is designed from a pedestrian perspective, reflecting research that effective recycling services must fit into the framework of everyday life. Renew provides an opportunity to increase recycling rates by up to 20% and reduce the Cityâ&#x20AC;&#x2122;s carbon footprint. The recycling network is fully supported by a dedicated maintenance team.

Paper

Glass

Plastic

Renew is a zero cost item for the City of London as the units are installed and maintained free of charge.

On-street maintenance services Reviewed Daily Renew will be supported by a specially designed maintenance service helping to ensure a clean and safe environment for the public. The Renew maintenance services will not include collection, but rather all the other elements related to the day-to-day operations of the units. These services will include keeping the units and general area clean, as well as monitoring recycling usage by the public. There are three main components to the service â&#x20AC;&#x201C; surveillance, rapid response repairs and deep cleansing. Monitoring and Cleaning The Renew Monitoring and Surveillance Teams will review every unit to ensure optimal maintenance and performance. Cleaning services will be performed using a combination of electric scooters and support trucks. Upon arrival at each unit, maintenance engineers will review the unit and enter detailed information on its status , including the extent of recycling usage and the cleanliness of the area. Upon completing the report, the surveillance operator will perform general cleaning before proceeding. Any debris around the units will be collected, and all recyclable content will be reintroduced into the unit. At the end of the task, the service team member will take digital photographs with time and date signatures to verify the cleanliness of the surrounding street and of the unit at the conclusion of servicing. Information provided to clients A database of information regarding recycling usage, unit damage and overflow will be maintained, helping the City of London to better understand the usage of the units. This useful information can be used to develop greater efficiency in waste collection and to improve recycling usage by the public.

Digital maintenance

At each visit surveillance operators use their hand-held devices to record: Condition of unit Level of recycling Condition of the street-scene Digital photographs of the unit and surrounding pavement

Type of general repair

Flyposting and Debris

Graffiti

Damage and Vandalism

Pedestrian Movement

With a daily working population of 350 000, and a resident population of only 7 000, the City of London experiences a daily influx of commuters to businesses within its boundaries. Renew units will be deployed in major pedestrian thoroughfares to capture the waste generated by these passing crowds. To ensure the delivery of an effective recycling and communication services, RYS has undertaken an extensive analysis of current pedestrian movement. This study has created a good understanding of these pedestrian flows, particularly the movement peaks at different locations and at different times of day, so that Renew units can be best deployed across the City of London as a whole. (Full report available upon request) The daily rhythm of movement in the City of London reflects office land usage and can be generally categorised by three distinct daily peaks reflecting: morning commute, lunchtime activity and evening return journeys as highlighted by the chart below.

Average hourly flows shown in people per hour (pph) in the City of London Pedestrian activity varies considerably across the City of London with busier streets located near stations such as Liverpool Street, Moorgate and Bank. The following pedestrian heat map shows the annual distribution of commuters in the City of London using a colour-scale from red (highest) through to blue (lowest).

Pedestrian Heat Map

Top 20% pedestrian routes

â&#x20AC;&#x153;An opportunity to talk to the City.â&#x20AC;?

Communication

Each Renew unit is fitted with a digital signage system that will provide relevant and up to date information for commuter, residents and businesses such as financial headlines, news, local events and travel information. Communication objectives The information content of the network will be based on providing information that contributes to the themes of the City of London’s Community Strategy (2004), which include: • • • • • • •

A world class city A skilled and learning city A clean, pleasant and attractive city A healthy city A safer city A vibrant and culturally rich city An inclusive and outwards looking city

The network will use social, cultural and other relevant information to bring the elements of this strategy to life and deliver an intelligent stream of information ‘for the City, about the City.’ The content will be edited and managed by a secure real time data system. Emergency Services Renew is designed specifically with passing commuters security in mind, enabling emergency services to communicate directly to the public. In the event of an emergency or major transport disruptions, Renew will dramatically improve communication to commuters providing real time information and updatesregarding hazards. The 7/7 emergency clearly demonstrated the need for alternative communication channels following the disabling of mobile systems.

“...Information is essential. When in shock people freeze and can’t make rational decisions. People need to know what to do.” Survivor of the Kings Cross / Russell Square explosion (P60 of the 7/7 report)

An informative and intelligent channel â&#x20AC;&#x2DC;for the City, about the Cityâ&#x20AC;&#x2122;

Real time information Strategic themes will be brought to life through the use of up to the minute information relevant to the pedestrianâ&#x20AC;&#x2122;s time of travel and location in the City

Community Strategy (2004) The community themes will underpin the content of the network

Audit and Content Control The information which will be displayed on the Renew digital screens can be segmented into two categories: Automated and Generated content.

Type 1: Automated content Automated content will consist of information provided directly from selected information providers such as Reuters or the Financial Times. It will be posted directly on the display screens in the relevant template in sections such as news or weather. Control of this type of content will be performed at the outset during the selection of content providers. Officials from the City of London will be involved in the selection process to ensure that the values and editorial perspective of the information provider are consistent with the values of the City.

Type 2: Generated content Generated content consists of any other form of display content which is not fed directly from a news or information provider. This type of content will include information on services in the City, excerpts from City View, environmental facts and relevant messages for pedestrians in the City of London. Reports on all displayed material, including both automated and generated content, will be made available upon request by the City of London.

“An opportunity for a safer City.”

Renew is designed to protect people and property from fires and explosions inside the recepticle. The Renew unit uses proprietary Blast Intelligent Technology to mitigate fragmentation and the blast from impovised explosive devices (IEDs).

First degree burns, onset of ear and lung damage. First and second degree burns, hearing loss and lung damage. Critical burns, hearing loss and lung damage.

Typical unit.

Safe zone. No injuries suffered.

Minor injuries and possible ear damage.

The renew unit.

Renew improves the safety of the City against the hazards of improvised explosion devices (IEDs), particularly reducing the effect of blast. As indicated in the diagrams above, blast injuries can be fatal to people in the surrounding area. Renew actively suppresses and mitigates this hazard.

Independent testing of the Renew blast module was conducted by the Energetic Materials Research and Testing Center (EMRTC) on October 31st, 2006. A copy of the test results are included in references section. Sensitive information has been edited from the technical report. The complete un-edited document is available for review by qualified agents within the City, including the Security and Contingency Planning Office of the City of London. Four tests were conducted with the explosives located at different positions within the container. The containers successfully contained the detonations in all four tests. Similar tests were conducted by EMRTC on existing waste receptacle used in the limited recycling trials by the City of London. These units were not designed to meet the threat of an IED, and catastrophically failed under the explosive loading, with the units becoming secondary fragmentation and bringing severe destruction to witness boards and glass panes located near the units. Video footage from all EMRTC tests is available in DVD format for review by members of the City of London.

Ecological Footprint The aim of the ecological footprint will be to put in practice Renew’s environmental policy to achieve the optimal recycling solution for the City of London. There are three dimensions to Renew’s ecological footprint – the unit, the operation (which includes installation) and the landfill/recycling implications.

The Unit

The unit is composed of five components – the blast module, the display module, the digital components, the top cover, and the apertures. There is a bill of materials for each component which identifies its elements and weights. These elements are analysed into their most fundamental form (i.e. if plastics, what type, organic or inorganic, or if aluminium, virgin or recycled). In terms of weight, a Renew unit is composed of more than 50% recycled materials.

Installation

The unit’s deployment consumes resources. Its concrete base, transportation and installation at site require energy and modes of transport to reach their destination. These have been indentified and will be monitored to by the chosen installation contractor with a view to achieving savings in the resources consumed.

Operation

The operation of the unit breaks down into three categories – the unit, the personnel, and the backbone digital systems. Electricity is the primary resource consumed by the Renew unit, with an annual consumption of 1,620 kWh*. The use of green energy from renewable sources (i.e. windfarms ) can entirely mitigate the carbon footprint for this energy. The Renew unit uses technology which minimises the use of energy by adjusting the brightness of the screens to the ambiet light levels throughout the day. Furthermore, the wear-and-tear of the components are carefully monitored to minimise replacement rates for each component. Renew maintenance personnel operate a fleet of electric scooters and vehicles. Electric scooters and trucks carrying rapid response, deep cleansing and auxiliary services are powered by the same renewable energy source as the Renew units. The life cycle of communications equipment, such as mobile phones and pdas are monitored and are recycled in compliance with WEEE. The Renew network relies on data communication between server sites, as well as a host of other digital support systems which consistent with all operations outlined above will use renewable energy. The ultimate aim of Renew will be to provide the City of London with the most environmentally sustainable on-street recycling solution, addressing the complex needs for communication and safety for City commuters. NOTE: The system, (just one digital module) with the screen running at full brightness, consumes 210W, of which190W is the display, 10W the computer and 10W the fans, modem and webcam and other components. For a 24 hour period this equates to just over 5.0 kilowatt hours Using adaptive brightness technology and turning the screens off at night and the rest of the components into standbyat night time it estimated that Renew will use 3.5 kWh and on a summer day and 2.7 kWh on a winter day.

Ecological Footprint 1.0 tonne of materials used to manufacture a renew unit, of which more than 50% is composed of recycled materials

1.5 tonnes of recyclables (primarily paper) collected by a renew unit per annum

4,320 kWh of electricity sourced from renewables used per annum in the operation of a renew unit. Renewâ&#x20AC;&#x2122;s energy consumption is carbon neutral

All electronic components are recycled in compliance with the Waste Electrical & Electronic Equipment (WEEE)Regulations

(See recycling performance p5)

Renew

part II

references

Technical Reference

Sponsor Reference

Financial Reference

Blast Technology Reference

part III

pre-qualification questionaire

part IV

appendices

Appendix I Financial Assumptions

General Information Number of RE:NEW Type of RE:NEW (Number of Wheelie Bins Per Unit) Wheelie Bins Per RE:NEW Dedicated to Paper

100 2 1

Collection Material Analysis Material Paper Beverage Containers Total

1 1

Tonnes p.m Tonnes p.a Value / tonne (£) 11.11 133.33 25.00 0.92 11.00 -50.00 12.03 144.33 -25

Disposal Savings Saving per tonne (£) 40.00

Disposal

Tonnes p.a. 144.3

Landfill Allowance Trading Biodegradable material Market Price of LATs

Usable % 100.0% 17.78

Bin Replacement Ave bin replacement costs Reduction in number of bins replaced per year

500 5

Appendix II – Business Case Costs & Savings Costs Estimated Collection Costs

£ 750,000

Savings (Actual to Notional) Savings from lower disposal costs Bin Replacement Savings Direct Reduction [LATs] Receipts from sale of recyclables

£ £ £ £ £

86,600 37,500 35,560 41,750

Cash Contribution

£ 548,590

Direct Investments in the City Recycling and communication Infrastructure Maintenance and Operations Increasing Recycling Awareness & Participation

£ 2,750,000 £ 10,500,000 Undefined

Direct Benefits

£ 13,250,000

Net Economic Impact =

£ 12,701,410

Appendix II – Sensitivity of Weight collected on cash Sensitivity of weight collection on cash contribution

Average Yearly Collection

25% 0% 0% –0% –5%

180.4 tonnes 158.8 tonnes 144.3 tonnes 129.9 tonnes 108.3 tonnes

526,950 539,910 548,590 557,250 570,210

Planning & Placement

Renew units have been designed to maximize the internal collection volume whist minimizing the space occupied on pavements. The unit is no wider than current waste receptacles and its design and placement allow the platform to be introduced with minimal impact to pedestrian â&#x20AC;&#x2DC;desire linesâ&#x20AC;&#x2122;. The recycling units are best placed in accordance with other streetscene items such as trees or bollards. Careful consideration needs to be given to the size of the placement zone taking account of other pressures on the footway such as the volume of pedestrians and vehicular parking provisions. Outlined below are suggested placement criteria which meet TFL streetscene requirements:

Renew units should be placed on pavements with a minimum width of 2,500 mm This pavement width provides the minimum acceptable clear width under most circumstances, give sufficient space for a wheelchair user and a pedestrian to pass one another.

At this width the unit can be used in conjunction with otherstreet furniture such as streetlights, control boxes and trees.

Proposed Locations 1-50

Proposed Locations 50-100

Sunlight readability The average digital screen technology is not capable of providing true sunlight readability under the harshest conditions in which Renew is intended to perform. Experience with larger formats (LED displays) has shown that a brightness in excess of 5000 cd/m_ is necessary for readability in direct sunlight and that, at best, typical LCDs are capable of having 10% of this brightness. A variety of display technologies including LED, electronic ink, plasma, transmissive LCD and transreflective LCD were evaluated in choosing the appropriate technology for Renew.

Controlled indoor testing.

Direct â&#x20AC;&#x153;south-facingâ&#x20AC;? outdoor testing.

Extensive indoor and outdoor testing has shown that the chosen display technology in Renew will be visible a minimum of 96% of daylight hours in the City of London. Modelling software containing annual information of sunlight conditions in London was used to establish the sunlight readability of the screens. The table outlines the seasonality in light levels, showing monthly daylight performance expectation of the Renew digital screens. To help create the best performance for visibility, and to conserve energy, each Renew digital screen houses a light meter which measures the local ambient light levels at the particular side where a digital screen is located, and adjusts the power of the screen to brighten during peak lunch light levels and to dim the screen in dusk or lower light levels each day. This mechanism will help reduce the energy consumption of Renew by 30% during summer days and 46% during winter days.

Quality Assurance & Environmental Policy Introduction RYS Management will provide the necessary framework within which al parts of RYS will operate, enabling good governance and a consistent delivery of quality services across all services required in the operation of a Renew unit in the City of London. Our Environmental Management Policy Standard is concerned with achieving and visibly demonstrating sound environmental performance through the identification and control of the impacts of our activities and services on the environment consistent with our overall environmental policy and objectives. Our Commitment RYS objective with regard to the environment is to ensure that we understand and effectively manage the actual and potential environmental impact of our activities. Our operations will be conducted with due consideration being given to sustainability and the limited use of natural resources. We will comply with all legal requirements in areas where we carry out our business to prevent damage to the environment. Our commitment extends to all our activities, wherever they take place, which have the potential to adversely affect the environment. We aim to prevent environmental damage, minimize energy and resource usage and ensure that the principles of sustainable development are operated throughout all RYS operations. We will therefore: • Identify the significant environmental aspects and impacts from the lifecycle of all our activities and services, and where we have direct control or can be expected to have an influence, implement an appropriate environmental management system; • Minimise and where possible eliminate any adverse impact on the environment arising from the activities of our business; • Minimise the use of energy, resources consumed and waste produced whilst undertaking our business activities in a safe and professional manner; • Comply with legal requirements and where appropriate go beyond compliance with the minimum environmental requirements of legislative bodies and our customers; • Make appropriate resources available to manage the environment and ensure human resource roles, responsibilities and authorities are defined • Ensure that all staff are provided with adequate and appropriate information and training and are competent in environmental matters; • nform and train our staff in understanding and fulfilling their environmental responsibilities and those of the company; • Establish and measure environmental performance against objectives and/or targets; and • Regularly review our environmental management system with a view to continually improving our environmental performance Our ultimate goal is for Renew to become the ambassador for positive change in inspiring greater sustainable business practices across the City of London.

Health & Safety

Introduction This Policy Standard sets out the minimum requirements in the way in which health and safety management will be performed throughout RYS. It defines the aims and objectives and the documentary framework for the management of health and safety as defined in the RYS Health, Safety and Environment Policy Statement. Our Commitment RYS is committed to maintaining a safe, healthy and sustainable working environment wherever we operate – for our people, our customers, our partners and contractors, those we are employed to serve and the public. Everybody who works for RYS, anywhere, is responsible for meeting these requirements. Our comments are to: • Seek to achieve zero harm to people and minimal impact on the environment through our business operations • Systematically manage health, safety and environmental matters • Rigorously audit and review the safety implications of our activities • Minimise the consumption of energy and global resources and the generation of non-recyclable waste • Promote the occupational health and welfare of staff • Consult with staff and encourage active participation at al levels within our business • Learn and benefit from our experiences and the experiences of others • Cooperate fully with all stakeholders where we share responsibilities, premises or activities • Promote a culture in which all RYS staff share these commitments. To achieve these commitments we will develop, implement and maintain effective management systems and processes that enable us to: • Identify, assess and manage hazards, impacts and risks from our activities and services • Meet and, where possible, exceed applicable legal and other requirements • Train and deploy competent people • Set, achieve and report against objectives and targets to demonstrate continual performance awareness and improvement • Identify areas for improvement through comprehensive incident reporting and investigation • Maintain a culture to encourage the free and honest reporting of health, safety and environmental issues.

Health & Safety (cont)

Principles The effective management of health and safety is about creating within RYS a culture that is dedicated to eliminating accidents and near misses in the workplace and work-related ill health. Implicit in this is a high level of health and safety awareness. Such a culture will contribute to the physical and mental well-being of our staff members, to the benefit of themselves and their families as well as the Company. It will assist in ensuring that, at all times, the Company is compliant with statutory requirements. Whilst RYS operates a develoved managed culture we recongnise that we all hold a responsibility for health and safety. All staff have a moral and legal duty to look after the health and safety of themselves, their fellow employees, and everyone with whom they come into contact whilst carrying out their duties. This also includes a duty of care to give advice and assistance, if necessary, to customers to enable them to meet the same health and safety criteria. The primary focus for health and safety is the acceptance of responsibility at the business unit level for ensuring that all relevant health and safety issues are identified and satisfactorily managed. Effective health and safety management results from a formal and systematic approach that ensures all risks have been identified, assessed and satisfactorily mitigated. Requirements I Safety Management System Wherever RYS operates we will: • Ensure that safety assumes priority over commercial, operational, environmental or social considerations • Clearly define responsibility for all staff • Define and operate within an effective health and safety management system commensurate with the business risks that ensures health and safety in the workplace through a proactive approach • Clearly document the health and safety management system II Planning and Risk Assessment Procedures will be in place to identify health and safety hazards, assess the risks and implement necessary control measures. These procedures should cover both routine and non-routine activities and apply to everyone who has access to the workplace. This will include members of the public, visitors and contractors. The results of significant assessments will be documented and effectively communicated.

Health & Safety (cont)

RYS will establish health and safety objectives and associated targets for relevant services (i.e. on-street maintenance operators, digital network operators, etc.) within the organisation. In establishing objectives and targets, the organisation will consider its legal requirements, risks, health and safety performance as well as business requirements. These objectives will be consistent with RYS health, safety and environment policy statement. III Implementation and Operation Competency Staff will be adequately trained, motivated and competent to carry out their tasks. Recruitment and placement procedures will ensure that staff members have the physical and mental abilities for their duties or can acquire them through training and experience. Training will include induction, task specific and refresher training and where necessary legal requirement for certificated authorisation by a recognised external body/organisation. Records of all training will be kept and reviewed regularly to maintain personnel in the highest state of readiness and training. All staff will require health and safety training at various stages of their career. The actual content and refresher frequency will be determined by the risks involved with the activities they are engaged in and statutory requirements in the jurisdiction they are employed in. However, all staff will receive as a minimum training in relation to individual responsibilities for health and safety, specific hazards associated with their place of work, any specific safety procedures, fire evacuation procedures, first aid and accident reporting. There are two groups within the company where a common thread of training activity has been identified: â&#x20AC;˘ Directors and Senior Managers - people with strategic responsibility for determining and implementing effective health and safety management within an organisation will require training to appreciate their statutory duties and the principles of effective health and safety management. This training should be provided as soon as possible after appointment and be refreshed every three years. Typically, the course duration is one day and is designed to build on the training and experience the individual will have gained en route to a senior level within RYS. â&#x20AC;˘ Rapid Response, Site Managers and other on-street and operational personnelâ&#x20AC;&#x201C;those required to manage safely and effectively in compliance with RYS policy, relevant legislation and best practice must be trained in the implementation of safety management systems and procedures.

Health & Safety (cont)

Consultation and communication The organisation will have procedures for ensuring that relevant health and safety information is communicated to and from employees and other interested parties. Working to Customers management systems or procedures In situations where we are contractually obliged to operate in accordance with a customer’s safety management system RYS will ensure compliance with statutory health and safety requirements. All services and business units within RYS will therefore implement the following requirements in circumstances where RYS staff are required to work to a customer’s safety system and processes: • Tender Stage - business development staff are to ensure that tender documents include a statement reserving the right of RYS to assess the customer’s safety management system prior to the commencement of contract activities. • Contract Phase– in - all aspects of the customer’s safety management system will be subjected to assessment by competent people to ensure compliance with statutory requirements. Any shortcomings must be brought to the attention of the customer for corrective action. The customer’s safety management system must be formally accepted by the RYS Operations Director responsible for the contract prior to commencement of the contract. • Contract Operation - customer safety management system processes and procedures must be reviewed regularly and when changes to the system or work activities take place. Contract Managers are to review all changes and record their approval for use prior to introduction. Operational Control • Competent health and safety advice – in every business area a competent health and safety advice function should be identified with responsibility for development and maintenance of related management systems and be accountable to the highest organisational level. The highest level of the business organisation will lead in the process of ensuring effective safety management. • Safety Supervision - the elimination of risks is a primary objective. If this is not practical then risks will be mitigated to the lowest level practicable. If required, safety instructions, training and guidance, including any appropriate safety equipment will be provided. It is Company policy that personal supervision should be the last line of defence in the control of health and safety risks. The requirement for personal supervision should be kept to a minimum through good management practices, organisation, control and through the example set by supervision/management. Good management practice requires periodic monitoring of all individuals to ensure that consistency of standards is being achieved.

Health & Safety (cont)

• Control of contractors – the organisation must ensure that services obtained from external sources such as contractors are inherently safe and cannot become an uncontrollable risk within our business. Codes of Practice will be developed and implemented within business divisions that define the safety framework within which they will operate. All contractor staff will be briefed on site before the commencement of work. Correct safety procedures will be followed in the selection of contractors, including the purchase of equipment and products, to safeguard members of our staff and third parties for whom we are responsible. Occupational Health Within the operation of the Health and Safety Management System, all business divisions and business units should address the following areas • Health risk assessment and health surveillance - specific occupational health risk assessments will be in place where there is a risk to the health and safety of vulnerable employees. People may be considered vulnerable because of their age, sex, hours of work, working conditions, physical condition or disability. • Health Assessment - a process of health assessment will be in place to prevent the placement of any individual who has a health problem into a post where he/she is exposed to danger or may expose others to danger. In addition, reasonable necessary adjustments to the workplace or processes are made where health assessment identifies an issue. • Counselling and support –'d0 procedures will be in place that allow employees to access competent occupational health/counselling services and post traumatic stress counselling when an accident/incident occurs. • Attendance management - an absence notification procedure will be in place and data on sickness absence, in particular occupational conditions, should be collected and analysed to identify health issues associated with the working environment. Processes will be established to maintain contact between managers and employees during sickness absence. On return to work, processes will be in place to ensure that the employee is fit to carry out the task for which he/she is employed. Long-term absence will be carefully monitored and where return to work is possible, an agreed re-entry strategy that allows the employee time to re-adjust to work will be implemented. • Health promotion and well being - appropriate programmes and/or facilities to assess and promote health and fitness will be made available. Processes will be in place to protect our people travelling outside their normal workplace from risks to their health. Contingency planning The organisation will establish and maintain plans to identify the potential for, and responses to, incidents and emergency situations and for preventing and mitigating the likely illness and injury that may be associated with them. These plans will be periodically tested where practicable to maintain a constant state of readiness, particularly in responses to extreme events.

Health & Safety (cont)

IV Performance measurement and review Performance measurement The organisation will implement procedures to monitor and measure health and safety performance. These procedures shall, • be both qualitative and quantitative measures appropriate to the needs of the organisation • monitor the extent to which the organisations objectives are met • include proactive measures that monitor compliance with the health and safety management system and statutory requirements • include reactive measures to monitor accidents, ill health, incidents (including near misses) • be regularly reviewed to facilitate corrective and preventative action. Audit The organisation will have in place an audit programme for the periodic review of the management system conducted by personnel independent of those having direct responsibility for the activity being examined. The objective is to: • determine whether or not the management system: - conforms to the requirements of this policy standard - has been properly implemented - effective in meeting our policy and objectives • review the results of previous audits and inspections • report the results of the results to senior management for consideration and corrective action if necessary. Management review The organisations top management will, at intervals, review the health and safety management system. This review shall address the possible need for changes in policy, objectives or other elements of the management system in the light of audit results and changing circumstances.

Complaints Process

RYS propose to log all customer complaints at our service helpdesk and to record details within our system; thus each query will be allocated an incident reference number. In all cases, complaints will be managed initially by one of our helpdesk operators. Where RYS staff receive complaints during the course of providing their daily duties, customers will be asked to present their complaint to our service helpdesk either in writing, in person or through electronic channels such email or telephone. An 0800 toll-free number will be made available to take and respond to all customer queries. Where referrals are received by the Council’s officers or representatives these will be directed to our helpdesk operator and logged at point of receipt including the time/date of the original receipt. In cases where complaints are received via a third party and subject to an initial delay, RYS will use all reasonable endeavours to ensure that these are handled within the target resolution and response time from the original point of contact. Where complaints are of a simple nature and relate to the standard operating policy or procedures of Renew, then the response will be provided by the helpdesk operator using a set of standard Frequently Asked Questions (FAQs). Where a complaint relates to the quality of service, the actions of RYS staff or is outside the remit of a standard response, the helpdesk operator will refer each complaint to management for full investigation. The helpdesk application will be established and configured such that each complaint which is not resolved within five working days shall represent itself to the helpdesk operator so that progress can be sought from the investigating supervisor and progress communicated back to the customer. For the purpose of clarity, the following definitions apply to Complaints Response, Update and Resolution. Complaints Response – The details of the complaint are captured together with the customers name and address and preferred future contact method. The complaints procedure is explained and the customer will be told that the complaint is being investigated and that they will hear from RYS within five working days. The name of the helpdesk operator dealing with the complaint and the complaint reference number are provided should the customer wish to contact RYS again. Complaints Update – The customer is advised of the progress of his/her complaint; further information is sought relating to the complaint where necessary. Complaints Resolution – The customer is advised of the outcome of his complaint, the customer is asked as to whether they are happy with this outcome, where they are satisfied, the complaint is closed, where they are not satisfied the escalation procedure is explained. Complaints which RYS believe have not been satisfactorily resolved and/or where the customer remains unsatisfied, will be subject to an escalation process and presented to the Council’s nominated representative during the monthly innovation and performance reviews. In these cases, RYS will seek the Council’ endorsement of its course of action or agree any further actions where appropriate. Where the complaint is agreed as closed, it is proposed that the Council’s representative authors and signs the final correspondence to the customer. Where further actions are agreed as required for the full resolution of the customer query, RYS will action these with utmost urgency. RYS propose to resolve 90% of complaints within 30 working days. It should be noted that in some cases, it will not be possible to resolve all complaints within this timeframe, for example, where a complaint necessitates an insurance claim and is subject to a insurance company claims procedure. The 90% target, therefore, is sufficient to ensure a consistently high standard of service for the majority of complaints whilst providing the flexibility to deal with the small number of complaints that require a longer timeframe to resolve.

Equal Opportunities

Introduction This policy standard sets out the requirements and minimum levels of achievement necessary to implement the equal opportunities elements of the RYS Management System. Specifically it addresses the expectation that in every working relation ship we ensure equality of opportunity, honour the rights of the individual and foster partnership and trust. Objective The aim of this policy standard is to ensure that everyone within RYS is treated on the bases of their own individual merits and abilities regardless of their race, sex, religion/belief, disability, marital status, age, sexual orientation, gender identity/ expression, trade union activity, political belief, pregnancy or maternity leave, caring responsibilities, social origin or irrelevant medical or criminal records. Our Commitment RYS is committed to ensuring that: • Our policies and procedures are aligned with legislation and follow best practice as determined by relevant bodies which include the Commission for Racial Equality, the Equal Opportunities Commission and the Disability Rights Commission. Where we operate outside the UK, our policies and procedures will be determined by equivalent local legislation and best practice. • No job applicant or employee is disadvantage or receives less favorable treatment at any stage of their employment on grounds that are not relevant to good employment practice • Reasonable adjustments will be made for those with disabilities. We will do everything possible to ensure that employees who become disabled while working for us can continue to do so • We promote equality by developing and maintaining positive measures (where we are allowed to do so by law) to recruit and retain individuals from disadvantaged groups e.g. those who are disabled • Harassment, bullying or any other unwanted behavior, including offensive remarks is not tolerated in our workplace • Wherever possible, we try to ensure that our sub-contractors adhere to the same standards and principles.

Trading Accounts (2003, 2004, 2005)

Notes

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