Welcome to our Corporate Responsibility Report 2010
Marketplace Community About Us Environment Our Approach Our Approach Customer Management Community Initiatives CEO’s Introduction & KPIs Our Approach Product Stewardship Case Study 2010 Highlights CO Reporting 2 & Innovation Corporate Responsibility: Water Consumption Customer Initiatives Health & Safety Our Approach Environmental Management Workplace Supply Chain Management Our Approach Mission, Vision and Values Environmental Initiatives Supply Chain Initiatives Initiatives Overview of Our Operations Case Study Our Approach Case Study Our Focus for 2011 HR Strategy Developing a Culture of Safety First Commentary Talent Development Training for Health & Safety Feedback Values Case Study Your Voice Counts Skills Development Case Study Hello Bonjour Hola Hej To review the Rentokil For further information こんにちは Initial Annual Report about the group’s Czesc Guten tag 你 好 Halo Ahoj & Accounts for 2010 operational activities, Find a page ´ ´ please click here please click on the Tere Hei Olá Ciao 안녕하세요 relevant company at the bottom of the page
Rentokil Initial plc operates in more than Stakeholders Key stakeholders for this report include 50 countries across the world’s major customers, colleagues, suppliers, the economic zones and employs over 66,000 investment community and those third parties who are interested in the non-financial aspects colleagues. The group is committed to of the company’s performance in 2010. We communicate with our colleague stakeholders acting responsibly with all its stakeholders on a wide range of issues. We have a formal and supporting its customers in their own engagement process with employees and on their behalf with the European Works Council. efforts to develop responsible behaviour. We aim to communicate our corporate responsibility performance with openness The scope of this report includes data and transparency, so that our stakeholders and activities from all local markets. understand the progress we’re making.
www.rentokil.com www.initial.com www.city-link.co.uk www.ambius.com
www.rentokil-initial.com
2 Corporate Responsibility Report 2010 Non–Financial Performance Indicators (Part 1) 2008 2009 2010 CO emissions 134 119 108 33,364 2 colleagues took part Water consumption 14 13 12 in Your Voice Counts Colleague engagement n/a 70% 70% engagement survey Colleague enablement n/a 68% 68%
CO2 emissions – calculated as tonnes per are calculated by Hay Group based £m turnover on a company wide basis upon answers to questions within the annual survey Water consumption – calculated as Find a page 8% litres used per kilogramme of product Colleague enablement score based processed in all European plants upon all surveyed across the company. increase on last year Scores are calculated by Hay Group Colleague engagement score based upon based upon answers to questions all surveyed across the company. Scores within the annual survey.
We have a new global Code support from the division’s hurricanes in Fiji, and the 2011 Introduction of Conduct that was launched Learning Academy team. earthquakes in New Zealand and across all divisions during Japan, all generated a terrific Alan Brown CEO 2010. This provides colleagues In 2010 we undertook our second response from colleagues. 2010 was a year of tough economic pressures and with clear statements of group wide Your Voice Counts Equally in countries in which we what is expected of them colleague engagement survey. do not operate such as Haiti and significant change across the company but this did in their behaviour towards 33,364 colleagues took part – Pakistan, colleagues took part not mean we stepped back from our determination other colleagues and external an 8% increase year on year or raised funds to help the relief to act responsibly. In fact, as you’ll see throughout stakeholders, and also what they – and 1,500 managers received efforts. I’m proud to report that this report we have improved our non-financial KPIs can expect from the company. dedicated reports to review with our colleagues regularly go that their teams and set clear actions. extra mile. in many areas, whilst at the same time managing Our shared values – Service, Our aim is to move the company cost and improving the company’s profitability. Relationships and Teamwork – into high performing levels of Expertise is also consistent are integrated into this Code. engagement and enablement, throughout our business units Increasingly, despite our different divisions, countries Our values have high levels of consistently across the company. whether it’s through our people recognition amongst colleagues or processes. In our marketplace and cultures in which we operate, we are acting as one and are aligned to a wide range The commitment of colleagues activities, as well as maintaining to enhance our colleague and customer experience. of activities. For instance, our across the group is second high levels of customer service, Initial Facilities division is running to none. During 2010, our we have underlined our expertise its STAR programme (Service, businesses were impacted by through innovation in both Teamwork and Relationships) to exceptional circumstances. The the back office and product embed our values on large Facility UK suffered from historic levels stewardship. City Link has Management sites where multi- of snow yet our City Link drivers developed innovative applications discipline teams need to work delivered vital specialist meals to enhance security and route closely together to achieve service for cancer patients, drugs to optimisation which will enhance excellence. This three-module care homes as well as materials the customer experience in training programme is delivered vital to engineering companies 2011, while our in-house IT team by the management team with or retailers. Flooding in Australia, has developed Maximise, an
3 Corporate Responsibility Report 2010 Non–Financial Performance Sales colleague retention is the State of Service is the total number of Performance Indicators (Part 2) 2008 2009 2010 reciprocal of total sales heads leaving service visits performed divided by the Indicators in the year as a percentage of the sales total number of visits due Sales colleague retention 54.6% 63.5% 64% head count at the beginning of the year Number of Lost Time Accidents – Service colleague 74.2% 74.4% 75.9% Service colleague retention is the based on work-related injury or illness retention reciprocal of total service heads leaving to a colleague which results in them in the year as a percentage of the being absent from work for one day/ service head count at the beginning shift or more per 100,000 hours worked Customer satisfaction n/a n/a 19% of the year across the company.
State of Service 88.5% 98.1% 97% Customer satisfaction is measured using the Net Promoter System, Number of Lost Time 1.82 1.53 1.72 represents the net balance of those customers promoting our Find a page Accidents service compared with those neutral or not promoting
online application, which allows extensive health & safety focus on improving CO2 emissions, by our Code of Conduct. With our sales people to increase programmes across all our improving water usage in our these in place, we can ensure we their cross-selling activities. divisions with focus on five processing plants, enhancing continuously review and improve The system uses Google business units where current our environmental management our performance across all our Maps and Google Streetview performance does not meet our initiatives and increasing our focus corporate responsibility activities. in an innovative way to give a expectations. These include on waste management. Our main impact areas are salesperson all the information City Link and Textiles & Hygiene identified in our Key Performance they need to increase the Benelux which have individual In 2010, for the sixth successive Indicators which are measured effectiveness of their day. operational improvement plans year, Rentokil Initial was amongst consistently across the group. in place. The combination of the leading 100 companies in The role our experts play in management focus, new KPIs and the Business in the Community While some people may judge meeting customer needs is an targets, a policy framework and Corporate Responsibility Index, what we do as ‘the basics’, for essential part of our business the sharing of best practice from published in the UK and Australia. those people, companies and model, and providing the right other parts of the group generate In addition, we continued to be organisations who rely on us, level of effective training is a improvements, but I am mindful ranked in the top ten of over 60 we provide ‘the essentials’ to critical factor in the success of that we need to maintain our global companies in the Support allow them to focus on what this model. We have delivered utmost attention on this task Services sector of the Dow they do best. In delivering the significant amounts of training to ensure that we are able to Jones Sustainability Index. We promises behind our ‘experts in over the last two years. Rentokil, reduce incidents. also participate in the Carbon the essentials’ essence, we are Ambius and Initial Facilities have Disclosure Project. committed to acting responsibly. all developed their own learning Our environmental performance ‘academies’ which develop the continues to improve across the Such recognition is important, skills and expertise of colleagues. group. We have measured and but our ongoing success is published environment data for only achievable with a strong As I commented last year, one ten years and shown consistent organisational culture and the of my areas of particular focus improvement. As you’ll see in the commitment of our colleagues. is health & safety. We are in Environmental section of this The bedrock of this culture comes Alan Brown the process of implementing report, in 2010 we maintained our through our values and is guided CEO, Rentokil Initial plc
4 Corporate Responsibility Report 2010 Rentokil Initial is Signatory a signatory to the in 2010 Business in the Community’s Mayday Summit
International Safety Find a page Award for the fourth consecutive year for Initial Facilities NATIONAL AWARD WINNER 2010 Ranked in the Ambius received One of the City Link won Highlights leading 100 eight awards first companies the Customer Taking part in award programmes and corporate companies covering to sign up Care Award ‘Commitment at the 2010 responsibility indices gives us the opportunity to to Excellence, Motor compare our activities against others. Here are Innovation and Four Gold Transport some of the organisations that recognised our Member and Professionalism Awards for Awards achievements during 2010: supporter of in the Interior different Skills for Life Landscaping businesses – programme Industry’ and for Rentokil for Entotherm was the tenth time Carbon Disclosure Silver awarded a in 11 years Project listing accreditation Best Innovation for the fourth in the Private consecutive year Sector award
First French Awarded this independent mark of textiles quality that guarantees the food company to bought meets high standards of food meet Fibre safety and hygiene, animal welfare and Citoyenne environmental protection standards Ranked in the global top ten in support services sector
5 Corporate Responsibility Report 2010 days of training state of service square metres of Daintree across Initial performance rainforest protected in 3,853 Facilities in 2010 97% vs 2010 target 21,600 Australia due to donations 69% 24 of 95% from colleagues colleague language response rate versions of reduction in reduction in water in second the company’s consumption CO2 emissions company wide Code of Find a page 9.4% 8% Your Voice Conduct 96 4 Counts survey pocket guide
recycling rate by Initial stock-keeping RoSPA Gold Taking Action in 2010 Facilities on behalf of its client units used by Awards 82% Aviva (74% in 2009) based Here is a snapshot of some of the Rentokil’s USA on waste generated of 3,915 operations – activities we undertook in 2010: tonnes (4,904 tonnes in 2009) down from 308 87 79% in 2009; 1,547 supervisors of colleagues drivers introduced to reduction in lost time in 2008; and and managers said they Drive Smart which aims to accidents caused by 2,286 in 2007 and four had a ‘good 6,000 reduce accidents and fuel 15% manual handling in graduates understanding consumption Rentokil in 2010 64% attended the of our endorsed values’ in the sales colleague charitable cash Institute of colleague colleague retention rate donations by Leadership & survey engagement in 2010, up £130,000 Rentokil Initial 70% Management undertaken score across from 54.6% Rentokil Initial programme in September 85 in 2008 2010
employees have completed or acres of managers in Rentokil colleagues who trained are in the process of completing Peruvian UK took part in and received a National 4,000 an EU competition law interactive rainforest 174 an online Health & 451 Vocational qualification training programme to date protected Safety course in 2010, an increase of through a 8% on 2009 contribution to Cool Earth by fewer miles driven per day by HGV Ambius vehicles as a result of City Link’s 2,600 launch of regional hubs which equates to around 340 litres of fuel per day 6 Corporate Responsibility Report 2010 Code of Governance Training conduct Policies, procedures Competition & and management Anti-Trust; Bribery review & Corruption; Health & Safety Ensuring compliance:
Find a page – Internal control self-assessment – Speak Up
Corporate Responsibility: Our Approach In delivering our products and services, Rentokil Initial Globally, the Chief Executive has board responsibility seeks to act responsibly. We operate globally with for corporate responsibility. The group’s Board of many local businesses, which are set within a divisional Directors review progress related to general corporate 1,000+ structure. This approach provides for global strength responsibility matters at least once a year, although local branches with local response that is flexible to local market specific items, eg health & safety, are subject to more needs and conditions. Overall the group operates regular reporting. over 1,000 local branches or depots in more than 50 countries. The divisions are responsible for consistent The Company Executive Board (CEB) has executive approaches within all their local businesses, setting authority for reviewing all aspects of corporate and implementing strategic direction appropriate responsibility, implementing action in the divisions 50+ to their business, which includes setting corporate and reviewing group and divisional performance. countries responsibility standards within these businesses. Key Performance Indicators are outlined in each The group’s approach towards corporate responsibility of the main sections of this report and published emphasises action to match the needs of individual annually – this year for the first time we are including businesses, while ensuring compliance with group three year trend information. wide policies in areas such as health & safety, conduct, environment and product management.
7 Corporate Responsibility Report 2010 2010 saw the pan-divisional, worldwide launch of the Code of Conduct
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Governance of Ethics which was introduced and monitored by the group’s system, and the remainder from in 2008. The Code of Conduct Internal Audit function. The management or an external party. We have a robust framework of builds upon the broad range of second is the group’s Speak Up Two of these 31 were referred to policies. During 2009, the group policies which have been in place system, which is a confidential the Audit Committee, and these undertook a major overhaul of across the group since 1999. reporting process allowing have been investigated and all group policies culminating colleagues to raise any concerns. satisfactorily resolved, with the in the development of a new Also produced was initial referees being advised of Code of Conduct. 2010 saw a pocket guide, to be The system is available to the outcomes. the pan-divisional, worldwide colleagues at all locations launch of the Code of Conduct, used by our front line worldwide, and includes In addition, we have established accompanied by a Management colleagues, available international freephone numbers. a Safety Health and Environment Guide. Also produced was a in 24 languages Response to any call from a committee, which reports on pocket guide, to be used by our colleague is addressed first by a regular basis to the Board front line colleagues, available an independent external service, through the Company Secretary. in 24 languages. offering local language dialogue, and then subsequently through Developments in corporate The policies and the Code of a process that is managed by responsibility are reviewed as Conduct are available on the Internal Audit function as an part of the discussions that occur www.rentokil-intial.com, as independent resource internally. at the group’s European Works well as internally via the group’s This function reports to the Council. This forum comprises new intranet. They cover Adherence to these Codes is group’s audit committee with colleague representatives from all health & safety, environmental ensured through two means. any concerns that are unable European businesses, including management, people matters, The first is an Internal Control Self to be addressed adequately by trade union representatives relationships with customers Assessment System, distributed local line management. In 2010, for those businesses where and suppliers and involvement via the Company Secretariat. The there were 31 ‘control incidents’ collective bargaining agreements with communities. The Code of head of each business is required reported (30 in 2009), 13 of are in place. Conduct embraces the Code to sign this off, and it is reviewed which came via the Speak Up
8 Corporate Responsibility Report 2010 For 2011, the plan is to undertake a regular, annual refresher assessment of relevant colleagues
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Training plan is to undertake a regular, In addition to the planned annual refresher assessment of refresher course, a new course In the specific area of relevant colleagues. Just over about issues relating to bribery responsible behaviour regarding 2,100 colleagues have been and anti-corruption is in the competition and anti-trust law, identified who will undergo this process of being introduced. To training of managers and sales annual review. They include sales minimise opportunities for bribery specialists has continued since professionals, branch managers in the supply chain – an area 2007. The training reinforces and more senior colleagues. of considerable risk for many compliance with the law and the Also included are colleagues that companies – the procurement required business behaviour. may be involved in responding team took the step in early It comprises an online training to anti-trust investigations, such autumn 2010 to produce contract programme, developed for the as receptionists or door keepers templates with anti-bribery and group by Integrity Interactive. who may be expected to respond corruption clauses. These are in It covers three elements – EU if official investigators seek to the process of being introduced competition law, anti-trust enter the group’s buildings. across the company’s worldwide law and global competition supplier base. principles and practices. To date, over 4,000 colleagues have completed this training and it is part of induction 4,000 1,200 training for new colleagues joining the relevant functional the amount of the amount of colleagues areas. Over 1,200 colleagues colleagues who have who have enrolled for enrolled in 2010. For 2011, the completed training training in 2010
9 Corporate Responsibility Report 2010 Embedding values is % not an instantaneous 79 process, but it is well of colleagues said they had underway a ‘good understanding of our values’ in the colleague survey undertaken in September 2010 Find a page
• The values are an integral Mission, Vision and Values part of the Performance The work initiated during 2009 to develop and Development Review programme and Your Voice Vision Values articulate Rentokil Initial’s mission, vision, values Counts colleague survey To be the best at what Service and behaviours (aligned to the group’s business we do by doing what’s We are passionate activities and strategic plan) continued during 2010. • Divisional newsletters use the values as the means of right for our customers about delivering excellent reinforcing the importance and colleagues service to every customer The focus of this has been to develop activities to of the standard of the ensure that the values and behaviours are embedded group’s and the colleagues’ Relationships through the business so that our responsible culture appropriate behaviour – We value long lasting internally and externally builds over time. These were undertaken by the Human Mission relationships with our Resources and Operational Management teams – the • Recognition schemes have To deliver added value colleagues and customers following five key actions have been undertaken: been developed by Divisions services in pest control, in alignment with the values washrooms, hygiene, Teamwork to ensure they are reinforced We work together with at all levels textiles, facilities, plants and parcels through our colleagues to deliver • Training programmes have our local network of great results been developed which over 1,000 branches reinforce the values
• A new intranet has been developed which reinforces the values and provides tools to promote them.
10 Corporate Responsibility Report 2010 Under the corporate Market sectors, by percentage umbrella there are of turnover and colleagues several brands % of % of representing consistent turnover colleagues quality of service in Initial Textile & Hygiene Services 33.1% 15% specific market sectors Initial Facilities 21.7% 53% Rentokil Initial: What we do City Link 13.1% 7% Rentokil 20% 12% Find a page Rentokil Initial Asia Pacific 7.5% 10% Ambius 4.6% 3%
Overview of Our Operations Rentokil Initial is an international support services group. Its businesses operate in a wide range of Provides a total textiles solution in Provides fully integrated Rentokil is the global leader continental Europe including facilities management to in pest control. It provides markets including textiles and hygiene services work wear, reception wear and other government and commercial effective and innovative (previously described as washroom services), pest types of specialist garments, and flat sector organisations of all sizes. pest control services and linen. It offers a rental service and will It has comprehensive service products for business control, interior plants and artwork, office and retail collect, repair, clean and return each capabilities in catering, cleaning, and residential customers. cleaning, facilities services and parcel delivery. It is a item in time for the start of business. security, building mechanical and service organisation which operates almost entirely Our hygiene services provide a electrical engineering, statutory full suite of corporate washroom compliance and hygiene services. in the business-to-business sector. The group’s solutions such as auto rolls, air It focuses on long term customer services are available in over 50 countries and it fresheners, female hygiene services partnering relationships. comprises over 66,000 colleagues. In 2010, annual and ‘no touch’ hand dryers. turnover was around £2.5bn (actual exchange rates).
The group’s mission is to provide added value services to customers. It adds value by providing Operating across the world, One of the UK’s leading Provides pest control, washroom, industry leading levels of customer service, it designs, installs and services providers of express parcel floor-mats, IT/office hygiene and both interior and exterior delivery services. Its operations tropical plant services. Operates developing internal and category insight, ensuring plant displays, flowers, replica include a parcel sorting hub and across 16 countries. the highest standard of professional advice foliage, holiday décor, ambient regional hubs, linked to local and delivering the highest quality of end-to-end scenting and wall art for delivery and collection depots commercial businesses. across the UK. customer relationship management.
11 Corporate Responsibility Report 2010 Countries in which we work: Geographic spread, by percentage Austria Denmark Hong Kong Lithuania Poland Switzerland of turnover and colleagues* Australia Estonia India Luxembourg Portugal Taiwan Bahamas Fiji Indonesia Malaysia Réunion Tanzania % of % of Barbados Finland Ireland Martinique Singapore Thailand turnover colleagues Brunei France Italy Mauritius Spain Trinidad & Tobago UK 40.4% 58.8% Belgium Germany Jamaica Netherlands South Africa UK Washroom Services Tex t Canada Greece Japan New Zealand South Korea USA Continental Europe 41.7% 24.5%
China Guadeloupe Kenya Norway Slovakia Vietnam il e Czech Republic Guyana Libya Philippines Sweden Zambia North America 8.9% 4.8% s & Asia Pacific 7.5% 10.0% Find a page Other 1.5% 1.9%
*Continuing operations Company Locations Since 2008, the group has established category management teams within the pest control and washroom services divisions so that product development and stewardship, marketing, technical and regulatory services can be co-ordinated globally. This approach enables transfer of best practice and enhances the leverage of our global operations for the benefit of colleagues, customers and shareholders.
A similar category management approach has also been adopted for the group’s procurement, sales and marketing teams. Asia Pacific 12 Corporate Responsibility Report 2010 CR Area Impacts Examples of Possible Occurrences
Environment Waste Packaging materials for parcel delivery; office waste from management cleaning services and hazardous waste
Energy Energy used in offices, vehicle fleets, processing plants management and service centres
CO2 emissions – Laundry plants and greenhouse operations process Find a page
CO2 emissions – Parcel delivery and local service delivery fleet vehicles
Water usage Laundry plants and greenhouses Potential Corporate
Responsibility Impact Areas Toxic materials Materials used in pest control processes and fragrances in washrooms This table shows our impact areas, by the various corporate responsibility elements, Workplace Health & safety Road traffic accidents, falls on same level, falls from height and provides examples of how these and manual handling injuries impacts may arise. Employee Mobile employees working away from branches engagement
Employee skills Basic skills for service operatives, technical skills for specialist development areas and leadership skills for team management
Marketplace Customer Management of service teams operating on customer premises service delivery
Product Correct labelling (with instructions) of products used by employees stewardship and customers, and application of the correct amounts required for the task in hand
Responsible Procurement of textiles from the developing world sourcing
Community Integrated Community investment and employee volunteering linked community activity to corporate giving
13 Corporate Responsibility Report 2010 Find a page
Our Approach
CO Reporting 2 Environment Water Consumption
Environmental Management
Environmental Initiatives
Case Study
14 Corporate Responsibility Report 2010 The group’s Key Performance Indicators environmental KPIs focus on energy, and Performance area KPI hence CO2 emissions, CO emissions – 108 tonnes/ for its global operations, 2 covering properties group wide £m turnover 9.4% (including processing Water consumption – 12 litres used per European textile plants kilogramme washed 8% plants) and vehicle fleet,
together with water CO emissions – calculated as kilogrammes per £m Water consumption – calculated as litres used per Find a page 2 turnover on total group basis (year on year change) kilogramme of product processed in all European consumption in textile plants (year-on-year change) processing plants Better Level Worse
Our Approach The group’s environment policy • In the vehicle fleet utilisation Environment is set out in the environment in each division In 2010, Rentokil Initial continued to improve on its Much of the group’s service section of the corporate website delivery is on customers’ www.rentokil-initial.com. • In the stewardship of our environmental performance showing reductions in premises. The consequence products used by our water usage by 8% and CO2 emissions by 9.4%. is that our overall property In 2010 we established a customers and installed environmental impact is Safety Health and Environment by our colleagues. The group continues to seek innovative solutions to relatively limited. Nevertheless, committee, covering our we are active in those key worldwide operations. However, benefit both itself and its customers with improved areas where our potential much of our environmental environmental performance benefits. Our focus remains environmental impact is of management has the dual benefit on our carbon emissions and water consumption, greater significance, including: of improving our environmental but there is increased focus on our environmental impacts and being commercially • Use of energy in laundry, viable. As a consequence, our management, and our businesses are taking initiatives washroom processing plants initiatives in this area are led by to reduce waste generated and to increase recycling and greenhouses our operational management. opportunities – with the commercial result of both reduced Their focus is to improve our costs, and in some cases, new revenue streams. • Use of water in laundry plants environmental impacts: and green houses • Within the premises and • Use of energy by our process plants in each division vehicle fleet • Within our customers’ premises • Chemicals used as part of (including assisting them in their our services or processes. own waste recycling)
15 Corporate Responsibility Report 2010
15 250 1684 12 200 180 2,500
9 150 2,000
6 100 526 1,500
3 50 Managment Skills 1,000 Technical Competence 0 0 Personal Effectiveness 500 Qualifications
0 2007 2008 2009 2010
1263
% %
%
2.25 7.98
15.54
Asian/Asian British 400 Black/Black Bristish Mixed 2.25% 350 White 71.78% 300 Not Known 2,000 250 12mth LTA
200 1,500 Jul Jun Oct Aug Dec Nov May Sept Apr Jan Feb 150 Mar 100 1,000 50 0 500 50 2.0
% % 0 45 1.6
% Management Technical Personal Qualifications 2.25 7.98 skills competence effectiveness
15.54 40 1.2
35 0.8 Normalised GHG emissions per £m turnover CO2 emissions and energy consumption
150,000 30 0.4 2.25% 120,000 2008 2009 2010 71.78% 25 0.0 Total emissions (tonnes) 323.765 301.509 269.415 J F M A M J J A S O N D J F M A M J J A S O N D 90,000
Emissions (tonnes per £m turnover 134 119 108 60,000 on a total company basis)
30,000 Energy consumption, from 594.7 569.1 488.7 Find a page property usage (million kWh) 0 Energy consumption, from vehicle 73.2 65.8 59.9 2008 2009 2010 usage (million litres)
consistent basis with the data factors used. Scope 3 emissions CO2 Reporting for 2009 and 2008. represent the indirect GHG Emissions reporting The company continues its use of created during the production includes all fuel used an environmental data information As with last year, our principal of the energy used. Our decision by the worldwide fleet system linked to its accounting emissions KPI is normalised CO in this respect is because of the 2 of vehicles system in order to compile its emissions, based on tonnes per worldwide nature of our activities, energy and emissions data. £m of turnover. This is in line with for which these UK derived This has improved the quality of the reporting for the UK’s Carbon Scope 3 factors may not be collection of energy usage data Reduction Commitment Energy totally realistic. across the group. In 2010 the Efficiency Scheme and with the commitment to providing this Carbon Disclosure Project. The Emissions reporting includes 69% data has increased significantly, trend of our normalised emissions all fuel used by the worldwide of the fuel used in and our total emissions data over the past three years is fleet of vehicles. Throughout vehicles is diesel is based upon operations shown above. the group, 69% of the fuel used representing nearly 99% of the in vehicles is diesel (in line with company’s colleagues. In addition, we update our that for 2009), and 97% in its UK emissions conversion factors, service vehicle fleet (95% However, increased scrutiny in in line with the latest guidance in 2009). this year’s reporting has led to from DEFRA (dated September the need to review prior year’s 2010), which includes all forms of submissions from operations. greenhouse gases (GHG) in the Consequently, there are areas conversion factors. This resulted where we are seeking to improve in revised figures for 2009 and data quality. We regard this to 2008. However, we have not be a subject for ongoing review. taken the step of including Scope Our 2010 data is reported on a 3 emissions in the conversion
16 Corporate Responsibility Report 2010
15 250 1684 12 200 180 2,500
9 150 2,000
6 100 526 1,500
3 50 Managment Skills 1,000 Technical Competence 0 0 Personal Effectiveness 500 Qualifications
0 2007 2008 2009 2010
1263
% %
%
2.25 7.98
15.54
Kilogrammes of CO2 emissions per tonne of product Reporting Scope 1 and Scope 2 emissions processed – UK & continental European plants Description of 2009 – tonnes 2010 – tonnes All continental plants UK plants emissions Asian/Asianof CO Britishe of CO e 400 Black/Black Bristish2 2 % Scope Emissions derived directlyMixed 256,587 227,8982.25 350 White 71.78 1 as a result of energy % 300 Not Known 2,000 combustion eg vehicle fuel 250 and natural gas 12mth LTA
200 1,500 Jul Jun Oct Aug Dec Nov May Sept Apr Jan Feb 150 Scope Emissions derived as a result 44,922 41,517 Mar Find a page 100 2 of energy consumed through 1,000 indirect combustion 50 ie electricity generated 500 0 by third parties 50 2007 2008 2009 2010 2.0
CO Emissions and light of the increasing use of CO Emissions per tonne% % of laundry processed. 0 45 1.6 2 2 % Management Technical Personal Qualifications higher fuel efficiency vehicles This normalised2.25 7.98 measure is skills competence effectiveness Energy Consumption 40 and the use of GPS systems European Textiles similar to that used15.54 for the water 1.2 In 2010 Rentokil Initial decreased to improve route planning, Processing Plants consumption of these plants. 35 0.8 its emissions per £m turnover and hence fuel efficiency. CO2 emissions data has been collated by the group since 2000 The chart above left shows the 150,000by 9.4% year-on-year (11.3% in 30 0.4 2009). Rentokil Initial’s total CO for its major European textiles trend since 2007 for continental 2 2.25% 120,000 operations, with the data for all European textiles processing emissions were 269,415 tonnes 71.78% 25 0.0 compared with 301,509 tonnes 269,415 European textiles plants being plants (the larger plants in J F M A M J J A S O N D J F M A M J J A S O N D 90,000 reported since 2006. This focus is Belgium, France, Germany and the in 2009, reported on a total tonnes of CO company basis. These, together 2 because the textiles processing Netherlands, and the smaller plants 60,000 with its energy consumption plants are the major source of CO2 in Austria, Czech Republic and used in properties and vehicle emissions within the group in terms Spain – the latter was sold during 30,000 fleets, are shown on page 16. of property and process based 2010), showing 4.7% reduction in emissions. They are currently emissions (2009 – 3.1% reduction). 0 The improvements in property 9.4% responsible for 66% of the group’s CO property and process In addition, the chart shows the energy usage should be reduction in emissions 2 considered from the perspective emissions (2009 – 65%) and just normalised emissions generated that the group has been reviewing per £m turnover over 32% for all sources of Scope by the processing plants of Initial its property portfolio – for 1 and 2 emissions (2009 – 40%). Hygiene in UK. Investment in 2008 example, City Link’s property Improvements in property of new roller towel processing estate has reduced from 97 energy usage should In line with the approach for plants meant that these plants depots at the beginning of 2009 normalised reporting for the are considerably more energy to 84 at the end of 2009 and to be considered from the group as a whole, emissions from efficient compared with their older 75 at the end of 2010. Similarly, perspective that the European textiles processing continental counterparts – about the vehicle fuel consumption group has been reviewing plants are reported in terms of 33% better in terms of KWH kilogrammes of CO emissions of energy consumed per tonne should be considered in the its property portfolio 2
17 Corporate Responsibility Report 2010 Water consumed – 15 250 litres per kilogram
266 1684 of textiles processed 12 200 180 kilogrammes of CO 2,500 2 – continental per tonne of textiles European and UK 9 150 2,000 processing plants 6 100 526 1,500 All continental plants 2.5% 3 50 1,000 UK plants Managment Skills Find a page improvement Technical Competence 0 0 Personal Effectiveness 500 year-on-year 2007 2008 2009 2010 Qualifications
0 2007 2008 2009 2010 of textiles processed (2009 – Air Travel Carbon Disclosure Water Consumption
30%). Because of the efficiency Project
1263 % differences, emissions from these In addition to property and As with CO2 we report %
plants have been incorporated vehicle energy consumption In 2010, for the fourth consecutive measurements of water %
2.25 7.98 as a separate column on the and emissions, we capture year, Rentokil Initial completed consumption in all our continental 15.54 chart. The efficiency advantage business air travel data for the Carbon Disclosure Project European textile processing is offset somewhat because of the group’s head office and (CDP) submission, obtaining a plants. In addition, for the second the higher emissions derived UK operational managers – disclosure percentage of 61% year, we are reporting water from UK generated electricity. UK colleagues represent nearly in the CDP Leadership Index consumption for the UK textiles Asian/Asian British Nevertheless, the emissions from 60% of worldwide colleagues. 400(above the sector average) and processing plants, which opened Black/Black Bristish UK plants were 266 kilogrammes The figures for kilometres in 2008. Mixed 2.25% 350amongst the top 20 companies in White 71.78 of CO emissions per tonne of travelled and related CO % 2 2 300the industrial sector. Full details of Not Known 2,000 textiles processed (compared emissions are provided by the submission can be found on In 2010, the water consumption, 12mth LTA with 273 kilogrammes in 2009) – our UK travel management 250www.cdproject.net. The chart based on kilogrammes of laundry
2.5% improvement year-on-year. supplier and are as follows: 200 washed in all the company’s 1,500 Jul Jun Oct Aug Dec on the previous page shows our Nov May Sept Apr Jan Feb 150reporting to CDP in 2009, and European processing plants, fell Mar Investment in 2008 Related our intended reporting in 2010 for by 12% to 12 litres (2009 – 13 UK Kilometres CO tonnes 100 1,000 of new roller towel 2 Scope 1 and Scope 2 emissions. litres). The chart above shows the operations travelled emissions 50 trend in water consumption for processing plants 2010 5,310,299 656 0 both our continental plants and 500 The group does not report upon 50 2.0 meant that these Scope 3 emissions (those derived the plants in the UK. 2009 6,053,487 725 plants are considerably from activities external to our % % 0 45 1.6
This improvement has been the % Management Technical Personal Qualifications processes, but related to our 2.25 2008 7,389,797 870 7.98 more energy efficient skills competence effectiveness operations eg emissions derived result of major management compared with their 15.54 40 1.2 2007 6,791,197 794 initiatives across all of our older continental from waste), with the exception of air travel, which is reported upon European laundry processing. 2006 6,834,932 815 35 0.8 counterparts in a limited manner. As can be seen, the plant in the 150,000 30 0.4 18 Corporate Responsibility Report 2010 2.25% 120,000 71.78% 25 0.0 J F M A M J J A S O N D J F M A M J J A S O N D 90,000
60,000
30,000
0 15 250 Reducing risk: Authorised Product List
(example: USA operations) 1684 12 200 REVOLUTION180 2,500
9 150 PROCESSING EQUIP IMAGE? 2,000 6 100 526 1,500
3 50 Managment Skills 1,000 Technical Competence 0 0 Personal Effectiveness 500 Find a page Qualifications
0 2007 2008 2009 2010
UK Hygiene business performs maintained1263 regularly, using Environmental Activities certified to ISO 14001 for their % % at roughly twice the efficiency customers’ water. It has been environmental management
% 2.25 7.98 of the older European plant, estimated that the current Ambius Environmental Management systems. For Medical Services, 15.54 benefiting from newer Revolution plant portfolio consumes about In 2010, for the fifth consecutive this is particularly appropriate processing equipment. Its two million litres of water per year, Rentokil Initial was given it deals with medical performance was 5.85 litres per week whilst on clients’ premises. amongst the leading 100 and other waste that may be Asian/Asian British kilogram of laundry washed for companies in the Business contaminated with human fluids, 400 Black/Black Bristish 2010 (6.32 for 2009). in the Community (BitC) and which require subsequent Mixed 2.25% Corporate Responsibility Index. incineration. Ambius is now 350 White 71.78 % The other business where We continued to be ranked in the process of achieving 300 Not Known 2,000 limited amounts of water in the top ten out of the 70 this accreditation. 250 12 12mth LTA are consumed as part of the worldwide companies in the
200 1,500 Jul Jun
litres per kilogrammes Oct Aug Dec Nov operational process is Ambius. In previous reports,May we have
Support Services sector of the Sept Apr Jan Feb 150 However, with two exceptions, of laundry Dow Jones Sustainability Index describedMar Rentokil’s Authorised 100 1,000 plants supplied to clients are (DJSI). Both BitC and DJSI Product List (APL). The 50 shipped ready planted from third include environmental questions control of active ingredients party nurseries and typically in their assessment. In addition, by implementing an APL is an 0 500 spend no more than five days 8% 50 we participated in the Carbon important environmental issue2.0
in an Ambius depot. The Disclosure Project. The company for Rentokil – as is ensuring % % 0 two exceptions are Ambius’s reduction 45 is also a signatory to the Business the correct dosage of these 1.6 % Management Technical Personal Qualifications 2.25 7.98 operationsskills in Australiacompetence and Neweffectiveness in the Community’s Mayday products. Initially work on 15.54 40 1.2 Zealand, where the division Summit, committing to delivering APL was focused on its USA owns its own greenhouses, carbon emissions reductions operations, where its APL has 35 0.8 because quarantine regulations across its worldwide operations. been reduced from 2,286 SKUs 150,000 restrict plant importing. However, 30 (stock-keeping units) in 2007,0.4 Ambius’s plants installed Both Initial Facilities and 1,547 in 2008, 308 in 2009 2.25% 120,000 on customers’ premises are and 96 in 2010. The benefit of 71.78% 25 Initial Medical Services are 0.0 J F M A M J J A S O N D J F M A M J J A S O N D 90,000 19 Corporate Responsibility Report 2010 60,000
30,000
0 Rentokil provides active support to the Campaign for Responsible Rodenticide Use
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this approach, linked to the who ensure a rigorous evaluation is actively involved with the division’s significant investment procedure is in place that will Universities Federation for Animal in upgrading the professional meet the demands of its most Welfare (UFAW), constantly training for its technicians, diligent customers. To strengthen looking for new ways of controlling means it can deliver on its adherence to the APL approach, pest infestations that are effective service promise of ‘the best access to non-APL items is and, at the same time, as humane product to address the need’. removed from the business’s as possible. Recently a leaflet has This approach ensures that its intranet ordering screens and been devised to advise members pest control procedures ensure personal catalogues. of the public about humane unacceptable toxic products approaches when looking to buy are not used, compliance The benefits of adopting DIY pest control products. aspects of the use of chemicals the APL approach are both are controlled and excessive environmental and commercial. Similarly it provides active dosage (with the risk of leaving The latter derives from the ability support to CRRU (the Campaign residue which may damage other to assure major customers that for Responsible Rodenticide species) avoided. their pest control procedures Use), whose objectives are meet international legislative to ensure responsible and The experience gained in the requirements, as well as the ability effective rodent pest control, USA is now being applied to drive cost savings through minimising the impact of such across the world, with 175 improved economies of scale. applications on wildlife. CRRU insecticides currently being promotes Wildlife Aware, a used across Europe, with the As well as managing their training course for qualified pest intention of reducing this number own operations, the company control technicians working in substantially. The selection of works with other organisations rural situations for both private ‘which bait is best’ is made by to ensure pest control related and public sector employers, as management at the company’s environmental impacts are a means of ensuring that pest European Technology Centre, mitigated. The UK business control procedures focus on the
20 Corporate Responsibility Report 2010 In 2011 the company will move to a cloud computing based application to manage the ‘Procure to Pay’ process
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target pests rather than affecting resistance around a ‘resistance Environmental Initiatives in a reduction of 80–90% of the other wildlife, such as birds of hotspot’ for both rats and mice. original server population prey that may eat the target Green IT and associated reduction on pests. The campaign continues to In 2009, Ambius adopted a long Over the past few years, there energy consumed to power and gain influence and CRRU has just term plan to reduce its carbon has been a significant focus cool the servers. signed up its 200th member. footprint, by first measuring on improving the quality of its carbon footprint in its UK, the group’s IT systems and Further developments are In addition, it has an active North American and Pacific applications being supported in process as the company involvement with RRAC (the regions. This was enhanced in by them. The challenge was that increases its use of ‘cloud’ Rodenticide Resistant Action 2010 to include its continental previously there was a myriad of computing. In 2009, Ambius Committee). This organisation European and South African back office operations, with little acted as the trial division and works on the premise that it businesses. This footprint standardisation or consistency. took particular advantage of is more sustainable to apply covers emission derived from Google Apps. Use of Apps for smaller quantities of higher toxic energy consumption in its As well as using improvements calendar management, mail, materials than to apply larger properties, transport and travel and standardisation in IT systems instant messaging and video quantities of lower toxic materials and emissions from carbon to deliver cost savings and was found to greatly improve whose large volumes are likely embedded in its paper use and service quality improvements, the productivity of the Ambius to leave behind a resistant generated from waste. In 2010 the changes introduced have operations, reducing the population of the target pests. Its it has set targets to reduce led to improvements in energy use of paper and travel as a approach mirrors that of the APL energy consumption from its management – as a result, consequence. As a result of this
approach and focuses on the vehicle fleet by 10–15% and reducing CO2 emissions. trial, the group agreed to move need for the industry to address from its properties by a broadly its systems to Google. The first issues of responsible product similar amount. A more detailed The group has moved from of these developments was usage and professional training description of Ambius’s work ‘server rooms’ for each business the roll out in 2010 of Google of technicians. RRAC is currently in this area is featured in the to four data centres covering all Apps to colleagues in every funding research using genetic Case Study at the end of the worldwide operations. The move division. In 2011 the company markers to monitor the spread of Environment section. to server virtualisation resulted will move to a cloud computing
21 Corporate Responsibility Report 2010 4 data centres covering all worldwide operations
80–90% Find a page reduction of the original server population
based application to manage The implementation of These improvements have the ‘Procure to Pay’ process. the enhanced IT systems included far better route The result is the reduced need has enabled significant optimisation, especially for technology to be in place in improvements in the efficiency important for ‘vehicle heavy’ divisions’ branch networks. As of the mobile service colleagues. divisions such as City Link, an example, City Link was able The introduction of a common Initial Hygiene and Rentokil, to remove 27 servers as a result standard for hand held PDAs which will lead to reductions in of the move to Google Mail. has enabled more effective their vehicle fuel consumption. Similar moves are expected as linkage between the front The group’s procurement team the IT systems move to virtualised and back ends of the group’s is introducing a major initiative desktops, improving the utilisation businesses, with consistency to introduce GPS systems of branch printers, which will of protocols ensuring rapid into all UK based commercial again reduce energy consumption. improvements. vehicles – 400 installations are planned for Rentokil’s fleet alone. This will further improve route Further developments are in process as the optimisation, and reduce company increases its use of ‘cloud’ computing fuel consumption.
Furthermore the introduction of standardised PDA components across the world has enabled the 27 400 establishment of local repair and support centres, eliminating the servers removed at GPS systems are need for faulty PDAs to be sent City Link as result of planned for installation several thousand miles to the move to Google Mail in Rentokil’s vehicle fleet the point of origin for repair.
22 Corporate Responsibility Report 2010 Fewer HGV lorries 340 litres of fuel saved per day
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Vehicle Fuel In addition, the UK operations Process Improvement of 26% are expected as Consumption introduced Drive Smart, covering a result of this initiative. all its 6,000 drivers. Directed at Initial Textiles and Hygiene has The group’s approach in the reducing accidents, it has also been at the forefront of our Even more significant savings UK towards greener vehicles had the benefit of reducing fuel environmental initiatives over the have been achieved during continues. The vehicle choice consumption – more details about past ten years. Nevertheless, this the planning of the new mat list was refocused in 2009 to Drive Smart are to be found in division continues with initiatives processing plant in Stockholm. concentrate on lower emission the Health & Safety section. This to deliver operational efficiencies. For this plant, criteria set by the vehicles, and this continues. achievement of lower emissions As an example, Initial Germany Nordic Ecolabel Swan were of There is continued use of has been reinforced by the safe undertook a comprehensive high significance. This resulted the poster series, rolled out and efficient driving courses energy saving initiative in all its in the establishment of a steam- across all the UK operations, for van drivers, which also help process plants during 2009, free laundry which can be aimed at company vehicle achieve better fuel consumption. with a series of energy audits operated completely without the drivers, intended to help them by an external partner. Actions conventional energy intensive understand how they can reduce being implemented during 2010 steam heating of machinery. fuel consumption through included optimisation of energy The new machinery introduced better driving practices. The UK use (through use of frequency into this processing plant resulted operations have changed their controls to optimise control of in savings in energy consumption vehicle fuel card supplier, from exhaust air) and optimisation of more than 65%. one that only offers a purchase In 2010 City Link opened a of washing processes (including facility to one that combines this network of regional hubs rather waste water recycling), resulting The division has also been facility with vehicle consumption than relying on a single centrally in reduced water consumption, reviewing its distribution network data reporting, enabling based hub. This has reduced and optimised use of machinery and introduced a single European management to focus to a around 2,600 miles driven per and equipment leading to less warehouse hub for the hardware greater degree on both efficient day by its HGV lorries. This energy consumption. Overall, and consumables used in the driving and fuel consumption. equates to around 340 litres savings in gas consumption and hygiene business. This takes all of fuel per day. water consumption of the order supplies of these stock keeping
23 Corporate Responsibility Report 2010 Initial New Stockholm mat Germany processing plant 26% 65% savings in water and energy savings gas consumption expected Find a page
units (SKUs) from its worldwide the opportunity for cost savings, a range of interior plantscaping between indoor air quality suppliers and then sends bulk this approach has environmental products and services to assist and plants at the University of quantities to country-based benefits. These include less developers achieve some of Technology Sydney. Its research centres that break them down product distribution from the their Indoor Environment Quality findings indicate plants can into branch consignments. Not supply base to the operational sustainability goals. As a result of improve indoor air quality, only are there cost savings for user, and less waste of the work undertaken by Ambius cleaning the air of volatile the business, but also there redundant SKUs. in Australia and New Zealand, organic compounds (VOCs). are energy savings within the the Green Building Councils in distribution network. Customers’ these countries award points Ambius continues with its Environmental Impacts towards green star ratings for Initial Facilities has been indoor plant installations. Similar support and sponsorship introducing process As well as having management developments are likely in the of university studies improvements to reduce water procedures in place, many Green Building Councils in USA, about the impact of usage. It is installing Envirofresh Rentokil Initial businesses are where ‘proof’ data has been plants and well being water systems in all of the introducing environmental submitted, and in the UK, where washrooms in its buildings and initiatives that reduce their the data is being evaluated by investing in more easyReach customers’ impacts, as well BREEAM (Building Research systems to further reduce the as their own impacts. Establishment Environmental amount of water used by its Assessment Method). window cleaning businesses. Ambius Pacific continues as a member of Green Building Ambius continues with its support At a group level, a focus of the Councils in the UK, USA, South and sponsorship of university procurement team has been on Africa, Australia and New studies about the impact of the rationalisation of product Zealand. The business helps plants and well being. In the ranges, with the aim of reducing support the green building Pacific, it continues to support the SKUs. As well as offering movement through offering research on the relationship
24 Corporate Responsibility Report 2010 In 2009 PRISM received an award of nearly €300,000 to carry out further research into the benefits of enriching work places with plants Find a page
In the UK, the business undertook findings show that the benefits of Reducing Waste research with University of Exeter, enriching the office environment, as a result of which it established with both plants and pieces of Waste management is an area PRISM (Psychological Research art, include higher motivation where data is not centrally into Identity and Space and greater teamwork. This collated. Nevertheless, there are Management), a commercial study, including quantitative many of our businesses with joint venture between Ambius findings relating to productivity proactive waste management and the university. Its studies and quality of work, will be procedures – both for themselves have included understanding the published during 2011. The and for their customers. At an benefits to elderly people in care second phase of the research, individual business level, there homes of being able to choose in the offices of a very large were several examples of our the decorative items in their professional services partnership businesses taking initiatives rooms, such as plants. in the UK, is now underway. that directly related to their operational environments. The In 2009 PRISM received an extent to which they are recycling award of nearly €300,000 to The benefits of enriching their waste depends very much carry out further research into the office environment, on the nature of their activities the benefits of enriching work with both plants and – and hence the nature of the places with plants. The first pieces of art, include waste produced. stage of this research was higher motivation and a longitudinal study of four Ambius is active in its waste separate floors of the offices of greater teamwork management, especially so in a financial services company in the UK and the Netherlands, the Netherlands. This is nearing where its waste management completion, and its qualitative partners enable the streaming
25 Corporate Responsibility Report 2010 Less than There has been considerable benefit in reducing the 1,000 generation of sheets of paper a waste as a result year consumed by of increased use Ambius colleagues of IT applications
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of waste. In addition, there City Link undertook a review empties so providing an efficient, Rentokil is further demonstrating has been considerable benefit of its waste streams with the cost effective waste handling and their environmental commitment in reducing the generation of objectives of minimising impacts management system, as well as by working towards gaining waste as a result of increased upon the environment and creating revenue streams from the ISO 14001 Environmental use of IT applications in the UK achieving commercially viable recycling of waste such as plastic Management Systems (particularly the use of hand waste handling solutions at a time and IT consumables. accreditation. To help achieve held PDAs by Ambius service when it was anticipated that the this, a clear, structured waste colleagues). Estimates of rate of waste generated by City Rentokil always strive to management process was office paper consumption per Link would continue to multiply. reduce their impact on the implemented throughout 2010. employee are approximately Its waste streams consist of environment. The Mouse Monitor 10,000–20,000 sheets a year wood, plastic, cardboard, paper, Unit or MMU (a non-toxic 24/7 14 service centres had their (and possibly double that in scrap metal, IT consumables monitoring system that detects waste licences upgraded to certain sectors such as finance). and general waste. Actions taken mouse activity using infra-red include eight European Waste Through increased use of IT in 2010 included addressing sensor technology) and Entotherm Codes (four of which fall under applications, Ambius’s UK waste reduction in wooden heat treatment (a chemical-free the hazardous category) used offices are consuming less than pallets, introducing procedures to process that effectively eliminates by Rentokil Pest Control. 1,000 sheets a year – less than reuse, recycle or recover pallets. insect pests such as bed bugs 10% of the average. Similarly, plastic is being recycled and cockroaches) are innovative Each waste transfer station with balers introduced throughout examples of this commitment. was given set colour codes for the network. In addition, the specific hazardous and non- number of waste management hazardous waste. This system suppliers has been reduced from runs through every element from 1 28 to one, enabling easier waste 14 waste bags to bins and labelling, monitoring and more effective making it very user friendly. For waste management invoicing. The commercial impacts Rentokil service example ‘green’ is allocated to supplier for City Link – for the business includes reducing centres had their waste non-hazardous waste which reduced from 28 the number of waste container licences upgraded could be recycled, whilst ‘orange’
26 Corporate Responsibility Report 2010 Printing stations have been set up to automatically print double sided in black and white
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signifies hazardous, pesticide buildings. It has a programme in The latter was in place in 2010 to assess the best option for the contaminated packaging which hand to improve recycling in its and has significantly increased disposal of any non-recyclable requires special segregation buildings to 95% by 2012. The the recycling rates. In addition materials; implementation and disposal. programme includes improved it aims to reduce paper usage (including segregation systems waste stations in the offices, by removing all stand-alone and recycling containers where Rentokil works closely with ensuring all paper is recycled printers and installing central required, together with employee sister divisions (Initial Hygiene through effective colleague printing stations, which have training and promotional material and Initial Medical) and waste communication and by requiring been set up to automatically print to ensure staff buy-in); and management and recycling its national waste contractor to double sided in black and white. tracking and reporting using service Go4Greener to complete take all the dry mixed recyclables The colleague communications WasteNet, which provides the recycling and waste disposal. to recycling plants. programme also encourages them details of the amounts of waste, In the annual audit from the to only print when it is essential. recycling rates and financial British Pest Control Association information. The results are a (BPCA) the auditor commented However, in terms of waste continuous improvement process in his final report: ‘I was very management, Initial Facilities that offers customers cost saving pleased to see that the company main focus is upon supporting in resources used, savings on has been exceptionally diligent its customers in their own waste disposal, and ‘duty of in ensuring a customer focused waste management. To support care’ management. service, especially with the them it offers its own waste regards to the management of management software – ecologic An example of how Initial waste. This shall hopefully form – for use by its customers. Facilities works with its clients a benchmark in the industry’. This is an integrated software is that of its work with Aviva. In programme that involves a full 2008, Initial Facilities presented a Whilst Initial Facilities operates and independent audit of all ‘Zero Waste to Landfill’ document almost exclusively on customer waste streams at the client’s to Aviva detailing methods that premises it recognises the need site; waste planning to identify could be adopted across the to improve recycling rates in its potential recyclable elements and UK to eliminate the need to
27 Corporate Responsibility Report 2010 In 2008, Initial Facilities presented a ‘Zero Waste to Landfill’ document to Aviva
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send waste to landfill, including established a Chemical Working The result of these initiatives recommending the use of Material Party (CWP) to continually review has been a significant increase Recycling Facilities (MRFs). All the chemicals used in terms of in the focus on waste recycling. waste produced by Aviva offices how they impact on the business’s Out of a total of 1,745 tonnes in Norwich is processed through a operations, the human impact of of waste (1,810 tonnes in 2009) MRF. The waste recycled includes COSHH and on the environment. generated by City Link in 2010, confidential paper, plastic, metal The CWP is working very closely 34% was recycled (17% in 2009), cans, cardboard and glass. This with the division’s key supplier with the remainder being sent approach resulted in reduced to introduce a ‘sustainable’ to landfill. This level is being amounts of waste being sent range of cleaning products that steadily improved upon, with to landfill in 2010. The intention will continue to significantly increased use of DMR (Dry Mixed is that the programme’s next reduce its own and customers’ Recycling) across its operations. phase will be to take this residual carbon footprint. By the end waste to ‘waste to energy’. Initial of 2010, moving over to the Rentokil Specialist Hygiene’s Facilities produces location league new concentrated smart dose services include the specialist tables to foster competitive systems resulted in a reduction disinfection of areas recycling across the Aviva Estate. of emissions of 30–40% in this contaminated with human Location champions have been operational area as well as a body fluids, eg dirty protests encouraged to work within their significant reduction in product in prisons – as a consequence, location to create ideas and used and waste generated. Linked only 2% of its waste is recycled participate in local recycling to the use of these systems, Initial with 70% being incinerated. initiatives and competitions. Facilities is the only major UK They have introduced a scheme company in its sector to move to recycle batteries recovered In addition to these specific away from cotton mops wherever from equipment installed on customer waste management possible towards an innovative customers’ premises. programmes, Initial Facilities has product using recycled material.
28 Corporate Responsibility Report 2010 Netherlands Initial Textiles and Hygiene processing plants 75% of garments with defects are repaired Find a page or recycled
Initial Facilities waste recovery identified that up to 93% damaging to the service vehicles buildings, vehicles, or wash services on behalf of its client, of station waste could be causing rust and corrosion to the room fittings and is 99% Aviva, as mentioned previously, recycled as it contained body work and chassis, which biodegradable in landfill, with resulted in an increased recycling mainly newspapers, coffee was not a viable option for a low eco toxicity. rate of 82% (74% in 2009) cups, drinks bottles etc. Initial the business. based on waste generated of Facilities removed the separate Additional benefits to the business 3,915 tonnes (4,904 tonnes waste stream collections and In late 2009 the business include improved fuel economy in 2009). In Initial Textiles and introduced dry mixed recycling developed a dry waste system of the service fleet, as a result of Hygiene processing plants in the with the cleaners collecting to replace the wet waste by the removal of 170 kilogrammes Netherlands and Germany, these the waste in a single bag. The the use of proven natural oils of water and the removal of operations achieved recycling waste was then collected by our (lemon grass and tea tree). additional weight from the rates of 30% and 31%, based contractor and taken to a MRF This replacement system was sanitary unit aids in the ongoing on waste generated of 1,649 where the waste is segregated implemented in 2010 and reduction of muscle strain. and 1,204 tonnes respectively. and recycled. Through this contributed substantial savings For these plants, the recycling process, Initial Facilities has in portable water, approximately rates do not take account of been able to maintain higher 700,000 litres per year. This the very high reuse of textiles recycling rates on behalf of also contributed to less waste – in the Netherlands, 75% of London Underground than water being disposed of from the garments with defects are previously – up from around each sanitary unit, with over half repaired, rather than going into 60% at the contract start to of this waste having previously the waste streams. an average of 75%. gone in to the sewer system and the balance removed to Initial Facilities took over the In New Zealand, the hygiene landfill at a weighted cost. The management of the waste business had previously used dry system is beneficial from a collection service for London a wet system for sterilising and waste management perspective Underground in May. Before odour control in sanitary units. since it contains no hazardous starting the contract, they This system proved to be very chemicals, is non-corrosive to
29 Corporate Responsibility Report 2010 Source of emissions 2009 % of total
Building energy 35
Travel – 38 distribution fuel
Travel – 7 air and cars Find a page Waste 20
Sustainably Green: The first year saw the these premises, these actions Case Study The Ambius Sustainability measurement of greenhouse gas resulted in savings of 40% of the Programme emissions from its UK, North previous energy costs. • Detailed carbon footprint Commencing in 2009, Ambius America and Pacific regions. programme – including undertook a programme to This was enhanced in 2010 to As a result of understanding Scope 3 emissions establish its complete carbon cover its continental Europe and its carbon footprint, Ambius footprint. Given the smaller scale South Africa operations. The has adopted a long term plan • Energy audits delivering of its operational coverage, its measurement covers its Scope to reduce its carbon footprint. significant savings approach was somewhat different 1 (direct), Scope 2 (indirect) and This includes targets to reduce to that adopted for the group Scope 3 (waste, paper and air vehicle fleet fuel consumption • Segmentation of customers as a whole. The boundaries of travel) emission sources. As a and building energy consumption on ‘green’ attributes. its footprint included building result of this programme, it was by 10–15%. energy, fuel for its vehicle fleet able to identify its complete and public transport, including emissions, totalling 20,894 air travel, plus fuel used by tonnes in 2009, across a range Target of employees on company business of sources. in their own vehicles (largely in the USA), together with emissions It also undertook energy audits 10–15% generated from waste disposal in two of its UK premises. reduction of vehicle and those generated in the These audits resulted in a production and distribution of series of actions identified, fleet fuel consumption the paper it purchased. including installing advanced and building energy heating controls, relocating consumption de-stratification controls, and changes to lighting and heating equipment, as well as addressing incorrect metering. In one of
30 Corporate Responsibility Report 2010 ‘Ambius is proud to be a Planet Positive company and helping our customers to meet their own CR commitments.’ Jeff Mariola Managing Director Find a page Ambius
The savings made will be In addition to the environmental section. This approach will be Case Study reinvested into the division’s initiatives, the division has made reinforced with incentives environmental programme, a contribution to Cool Earth, for colleagues related to with the aim of ensuring that it protecting 85 acres of Peruvian improved energy consumption is a sustainable green business. rainforest. This contribution to in buildings or vehicles. Actions already in place include: rainforest protection is something that resonates closely with the As a result of actions such • Greater use of digital business’s aims. as these, UK operations of technology Ambius have been certified Further to the calculation of its a Planet Positive business, • Reviewing alternative vehicles carbon footprint, Ambius has an international standard in and fuel sources undertaken research amongst carbon measurement, its colleagues to establish their reduction and investment. • Reuse of plants (where awareness and concern for possible or if not either environmental improvement, donated to schools or identifying seven different composted) colleague segments, including those described as Positive • Moving to low carbon footprint Greens and Waste Watchers. plant containers This segmentation is intended to work in conjunction with the • Involving suppliers to achieve customer research undertaken a green supply chain. – described in the Marketplace
31 Corporate Responsibility Report 2010 Find a page
Our Approach HR Strategy Workplace Talent Development
Values
Your Voice Counts
Skills Development
Case Study
32 Corporate Responsibility Report 2010 The effectiveness of our Key Performance Indicators colleague management is reviewed regularly by the main board, 2008 2009 2010 which focuses on four Colleague engagement n/a 70% 70% colleague KPIs related score to the workplace Colleague enablement n/a 68% 68% score Sales colleague 54.6% 63.5% 64% Find a page retention Service colleague 74.2% 74.4% 75.9% retention
Our Approach whom we come into Many of these group wide Workplace contact. All these policies are workplace policies were the In 2010, the group’s implementation of its people As a people focused service available to download from subject of a review in 2009 organisation, ensuring colleagues www.rentokil-initial.com, to ensure they met the latest strategy continued, with all its programmes showing are skilled, committed and including: legislative standards and benefits. In addition the Your Voice Counts colleague motivated is an important factor represented best practice engagement survey has been completed for the to ensure service quality for • Code of Conduct for our industry. second year on a global basis. The results are showing customers. Effective utilisation of these colleagues’ skills is a key • Code of Ethics The company’s HR strategy the benefit of the efforts put into the people strategy business driver for the ongoing continued in its roll out to and the work undertaken on values and behaviours. success of the company. • Fundamental Rights improve the quality of its HR of Employees systems and processes, as well Developing colleagues’ skills has been of paramount In 2010, the company launched as ensuring consistency and its Code of Conduct, together • Equal Opportunities fairness across all operating importance to the group, and work is proceeding to with guidance for managers on and Diversity companies, with a global grading develop group wide approaches. the company’s expectations and performance management of the standards of behaviour • Job Security and programme across the group. Initial Facilities has continued its work in developing expected of colleagues and their Wealth Creation The single HR functional managers. For all colleagues, a community has been established the skills of its service delivery teams, including simplified version of the Code • Code of Employee to bring all members of the HR offering accredited National Vocational Qualification was presented in the form of a Remuneration function into a single unified or Skills for Life training. In 2010, the Learning and z-card. This was produced in 24 team, with divisional HR directors Development team delivered 3,852 days of training languages, and distributed to all • Training and Employee beginning to take responsibility 66,000 employees. This Code Development to ensure best practice is shared across the businesses. Under the Train to Gain initiative, incorporates the group’s Code of across divisions. 451 colleagues achieved an NVQ, an increase on the Ethics, and builds on a range of • Relationships with previous year’s 419. policies relating specifically Customers and Suppliers. to colleagues and the people with
33 Corporate Responsibility Report 2010 More than Colleague enablement at 99% 68% of management jobs have for two years this has been evaluated, graded remained 1% above and colleagues advised Hay Group’s Global Industry norm
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Workplace Initiatives Performance Management Engagement Group’s Global Industry norm. The online Performance The Your Voice Counts colleague The sales colleague retention HR Strategy Development Review (PDR) engagement survey was completed and service colleague retention During 2010, the HR strategy process is operational across the for its second successive year on a levels have improved from 54.6% has been developed and group, and is linked into Learning group wide basis (more details later and 74.2% respectively in 2008 progressed over and beyond & Development programmes, in this section). when they were first reported. In the traditional HR themes. as appropriate. In addition, 2010 this continued to improve The HR team has been sales incentives schemes are Colleague engagement scores to 64% and 76% respectively. enhanced across all divisions, being reviewed – at this stage were first reported in 2009, when enabling improved review in Rentokil and Hygiene – linked Your Voice Counts commenced Learning & Development and identification of relevant to performance management, as a global survey of colleagues’ The programmes initiated in 2009 HR priorities. In terms of ensuring consistency of views. The colleague engagement continued in 2010, with in-house core strategic programmes, approach across all of the group score is reasonably stable, but development programmes for the following activities have and the sharing of best practice. the survey response rate is the management population. been completed: particularly pleasing. At 70% the More details about the Living HR Information System colleague engagement score is Leadership programme, Compensation and Benefits The company’s global HR in line with Hay Group’s Global the Executive Development The HR team has completed database for management grades Industry norm. Programme and Coaching Skills the global grading programme. has been further developed in 2010 programmes are provided under Over 99% of management jobs and evaluation has taken place In 2010 we have added the Talent Development section. have been evaluated, graded to identify a common system for colleague enablement as a In addition, the development and colleagues advised. In 2010, all employees. This comprises KPI. This measures colleagues’ of Academies on an integrated the new grading structure has HR and payroll systems, and it is perceptions of their ability to basis across the divisions is been rolled out across the group expected that a global HR system do their job (job fit) and tools being evaluated, following front line colleagues. for all grades across the group available. At 68% for two years the successful establishment will be piloted in 2011. this has remained 1% above Hay of the Rentokil Academy for
34 Corporate Responsibility Report 2010 Find a page
both technicians and sales greater co-ordination and Talent Development professionals in Rentokil – the sharing of knowledge and best latter enabling more consistent practice across all HR managers Additional emphasis has training of sales approaches. in the group. The HR team’s been placed on reviewing the Similarly, the group has focus in 2011 will be to develop development of talent within the introduced a Supply Chain more common approaches, group. The review covered both Academy, developed by utilising external knowledge, recruitment and development Accenture, for all procurement with greater focus on change approaches and considered teams, as a platform underpinning management. More projects both today’s and future needs. the group’s procurement strategy. will be run by divisional HR Colleagues considered included Directors, acting on behalf both the group’s senior 450 Resourcing }of the global HR team. In managers, and those middle Whilst in 2009 this was an area addition, there will be greater managers with high potential. that remained ‘work in progress’, focus on developing consistent A talent card was developed this has seen significant resourcing approaches, and and completed for each senior development in 2010. Various developing the Academy format manager and implemented as profiling techniques have been across all divisions. part of the PDR process. evaluated, and Hogan profiling was selected as the basis The key actions emerging as for resourcing assessment The HR team’s focus a result of this review include: evaluation. It has been trialled in 2011 will be to in Rentokil and will be rolled develop more common • Coaching and Leadership out across the rest of the approaches, utilising programmes group in 2011. external knowledge, • Establishing a more The changes made in 2010 within with greater focus on consistent approach the global HR team have enabled change management to senior recruitment
35 Corporate Responsibility Report 2010 Our Values 79% had a good understanding of the company’s values
Rentokil Initial: Our values in action Find a page
• Introducing an integrated use of Action Learning Set Asia Pacific, where leadership Values development framework for methodology in the Living development programmes have middle and senior management Leadership programmes, using been held on two occasions for Our values (Service, personal case studies as part the senior regional management. Relationships and Teamwork) • Ensuring all vacancies are of the individual’s development. The second two day programme and their associated behaviours placed on the intranet These Action Learning sets are focused on emotional and social were launched in conjunction led by senior managers to ensure intelligence, leadership style with the launch of the strategic • Greater planning and discussion sharing of practical experience. and impact and coaching and plan at the beginning of 2009 of internal moves. developing others. The team of and in 2010 a programme to Future focus includes Asia Pacific MDs reflected on align and integrate the values their own leadership style based This talent programme includes developing middle into all business activities coaching skills development for on 360o assessment. As well continued. Understanding the senior management team, management capability, as developing leadership skills, of the values is measured by an Executive Development strengthening sales and the MDs worked to build strong Your Voice Counts and 79% programme for those senior marketing capability connections and trust with each had a good understanding of managers identified as having and developing a greater other, sharing their experiences the company’s values. high potential (based on the focus on innovation about addressing the common talent card assessment) and a challenges they faced. A series Communications channels were Living Leadership programme The challenges of running of pod casts were developed modernised in 2010, such as the for branch managers – both the such a Talent Development and distributed to the Asia Pacific introduction of a new intranet, programmes are of ten months programmes include group team post workshops. which featured the values and duration. The programmes build wide co-ordination, and the case studies; videos were upon the key competencies that challenges of the numbers Areas for future focus include produced featuring colleagues were identified in 2007, including involved. Consequently, whilst developing middle management who live the values; and training that of emotional intelligence, the programmes are typically capability, strengthening sales courses have been developed seen as a key element in the developed and lead by the Talent and marketing capability and featuring modules around Service, leadership framework. Of team, they can involve divisional developing a greater focus Relationships and Teamwork. particular importance is the resources. Examples include in on innovation. The company-wide Performance
36 Corporate Responsibility Report 2010 City Link colleagues by age
Age category %
Under 20 2%
20 – 30 28%
31 – 40 25%
41 – 50 26% Find a page 51 – 60 14%
60+ 4%
Development Review employee benefits companies Colleague Profile competencies are also built on in the UK. the values and behaviours. As part of developing the In addition to discounts, the colleague engagement approach, Colleague Benefits scheme can be used for price it helps to understand the comparisons – one colleague profile of our colleagues. This is At a time of recessionary wrote: ‘I achieved over £300 particularly relevant at a division pressure, being able to offer discount for my laser eye or business level, and we do not colleagues additional benefits surgery, by using the REWARDS record this information at a group can deliver a significant impact scheme for price comparison’. level. However, as an example, on their net incomes. One such As a result of examples such as City Link records the profile of benefit was introduced in 2010 this, the scheme will introduce a its colleagues on the basis for the group’s UK colleagues. much simpler price comparison of length of service, age of The REWARDS scheme enables facility in 2011. colleagues and ethnic origin. those participating to achieve discounts at major retailers Nearly 30% of colleagues throughout the UK. As examples, entitled to join the scheme major supermarkets offer 5% have done so in 2010, and it is discount in purchases, whilst expected this number will rise 3,000 electrical retailers offer 10% in 2011. City Link colleagues retailers and leisure discount. There are cash back are not included in the scheme centres participate in offers, and money off offers as they have already had their for purchases of items such own scheme in place for some the REWARDS scheme as tickets for leisure parks. In time. Expansion of the scheme total over 3,000 retailers and to the Irish Republic and leisure centres participate in Australia is being considered, the scheme, which is run for as the scheme also operates the group by one of the largest in these countries.
37 Corporate Responsibility Report 2010 2010 Group wide performance Your Voice Counts comparison vs General performance Industry norm
Number of colleagues 33,364 surveyed to measure 69% colleague engagement (8% improvement year-on-year) and participation rate
Colleague engagement score 70%
Find a page Colleague enablement score 68%
Better Level Worse
Your Voice Counts include objectives related to the and commitment and ‘going the Taking Action Your Voice Counts results within extra mile’ and covers aspects In 2010 the group completed their Directors’ objectives for such as colleagues’ advocacy, The confidential survey takes the Your Voice Counts colleague their Performance Development motivation and loyalty. Colleague place in September of every engagement survey on a Programme (PDR). enablement represents the year, and the results have worldwide basis for the second perception of having a good job been produced in 1,497 consecutive year. The experience The survey was distributed in role with supportive conditions reports for managers to enable gained from the first worldwide local languages (38 in all), inviting and measures the extent to which communication and action survey demonstrated that ongoing all colleagues to participate, colleagues feel their role and plans to be developed at involvement and feedback from except those in Initial Facilities, work environment allows them business, function and branch colleagues contributes to the where, because of the nature to perform at their best. levels. Actions initiated at the success of each business. Your of the colleague workforce, beginning of 2010, based on Voice Counts started in 2006 the survey was undertaken Engagement and 2009’s survey, included the with Ambius and Rentokil on a sample basis (although Enablement reinforcement of greater focus undertaking divisionally based the number of Initial Facilities on coaching and feedback, and colleague engagement surveys. colleagues responding increased The group’s engagement score of developing multiple local action Hay Group has been the survey significantly). 33,364 colleagues 70% places it on a par with Hay plans to address local issues. co-ordinator since that time responded, an 8% increase on Group’s Global Industry norm, and It is pleasing to see the results and helps ensure the survey’s 2009, and this represented a above its Service Industry norm. for these management skills confidentiality and objectivity. 69% response rate. There is a relatively long service improving in 2010 as a result culture, with 67% of colleagues of the added focus. During 2010, the findings of the The survey comprised 35 expressing an intention to stay 2009 survey have been reviewed standard questions, focusing more than five years (2009 – In addition, colleagues’ response at all levels of the group, to ensure on colleague engagement and 69%). Our enablement score to specific management actions the feedback from colleagues colleague enablement, and were of 68% is 1% above the Global can be seen through the Your is acted upon in a proactive categorised by reference to the Industry norm and on par with the Voice Counts results, as is the manner. Increasingly, divisions, group’s three values. Colleague Hay Group’s High Performance case for Rentokil in the UK, such as Rentokil, are seeking to engagement represents pride Companies’ norm. Ireland and the Baltics. During
38 Corporate Responsibility Report 2010
Your Voice Counts 2010 2010 Performance comparison 2010 vs 2009 Performance A summary of the vs Global Industry norm comparison vs the favourable trend response to those I know what is expected of me in my job +4 +1 questions which are Finding better ways to meet customer n/a -1 needs is a high priority most relevant to the Company places high priority on +2 +2 company’s corporate health & safety responsibility agenda Poor performance is not accepted +20 +2 is shown here where I work Colleagues are treated with respect +1 +2 Find a page Company is open and honest in its 0 +2 communications with colleagues Better Level Worse I have the tools and equipment I need +3 +1 to do my job well
2010, as part of a management Key strengths against the Global turnaround activity, the business’ Industry norm include: management focused on developing colleagues and • Setting high standards +20 +8 improving the quality of internal for performance Setting high standards Training communications. The business for performance scored +8 and +6 respectively • Training for these elements, compared with the 2009 score – this was • Productive working environment in contrast to scores overall of 0 and +1 for the Rentokil division • Long term service as a whole. • Opportunity to +5 +5 In order to make Your Voice feedback views. Long term service Opportunity to Counts even more valuable as feedback views a management tool, several On the other hand, key initiatives are planned for the weaknesses against the 2011 survey. These include norm include: introducing a Net Promoter • Opportunities to learn Score for colleagues, so that and develop integrated measures of colleague and customer relationships +5 • Reward can be provided. In addition, Productive working a new Line Manager Index • Giving clear/regular feedback. environment will be trialled to help pinpoint development needs, as well as identify questions that are most actionable for line managers.
39 Corporate Responsibility Report 2010 Your Voice Counts 2010 2010 2010 vs 2009 Performance Performance comparison comparison vs vs global the favouable industry norm trend Colleagues are treated +1 +2 with respect
Find a page I receive praise and recognition -3 +2 when I do a good job
Better Level Worse
Recognition has a wide range of formal In 2011 the company plans to involved discussion to identify recognition programmes in place. listen to the views of colleagues what more could be done One question area within Your For instance, the SPIRIT awards through focus groups on the collectively to help people Voice Counts that has come in Rentokil and Initial Hygiene subject of recognition and create through the downturn in the under more focus is that of New Zealand’s SHINE awards. a recognition framework for economy and to develop the respect and recognition of Thank you cards are also used Rentokil Initial. right skills for the upturn. colleagues – both have shown in many parts of the company. improvements and are now in line Skills Development In 2010, the company maintained with Service Industry norms and Pictures of Success its commitment to skills Respect is in line with the High Pink Australia decided to Rentokil Initial has long had a development. Initial Facilities Performing company norm. recognise its top achievers focus on skills training as critical takes the lead on many initiatives, differently at this year’s annual to delivering customer service, largely because of its very large Acknowledging the importance conference. Prior to the event, as well as to underpinning its workforce. It is fundamental of showing respect and each winner was professionally role as a major employer. In June to Initial Facilities success recognition for colleagues in photographed and a giant sized 2008, it was one of the first in the that its learning culture allows developing performance and ‘Wall of Fame’ was created to UK to sign the UK government’s supportive development. Its Step motivation, a major colleague launch the conference. All 96 Skills Pledge, initiated by the Ahead agenda is committed research project is underway individuals were supported by then Secretaries of State for Work to ‘Developing People and to ensure that recognition and an inspiring quote from their and Pensions and for Innovation, Improving Performance’ and this respect programmes across Business Managers. At the end Universities and Skills. is delivered through its Learning the group are relevant for of the conference, the achievers Academy which works in line with colleagues and best practice were allowed to take their photos In February 2009, in line with the corporate values. is consistently applied. home to share with friends and the company’s Skill Pledge family. Both team and individual commitment, the group’s This Learning Academy has three According to Your Voice Counts winners’ photos will also be Chief Executive participated main areas of focus to support the company sets high standards displayed in the branch for as a member of the National colleagues – management of informal recognition. It also everyone to see. Employment Partnership. This development; skills development;
40 Corporate Responsibility Report 2010
15 250 1684 12 200 180 2,500
9 150 2,000
6 100 526 1,500
3 50 Managment Skills 1,000 Technical Competence 0 0 Personal Effectiveness 500 Qualifications
0 2007 2008 2009 2010
1263
% %
%
2.25 7.98
15.54
Asian/Asian British 400 Black/Black Bristish Mixed 2.25% 350 White 71.78% 300 Not Known Initial Facilities 2,000 250 learning and 12mth LTA 3,852 development – 200 1,500 Jul Jun Oct Dec Aug Nov May days of training delivered Sept
training figures Apr Jan Feb 150 Mar by Initial Facilities’ Learning 2010 100 & Development team 1,000 50 0 500 50 2.0 Find a page % % 0 45 1.6
% Management Technical Personal Qualifications 2.25 7.98 skills competence effectiveness
15.54 40 1.2
and talent management. For programme is delivered by the Most recently, Initial Facilities Facilities is partnering with the 35 0.8 these areas, the Academy uses management team with support have successful passed an newly formed Skills Funding a range of formal and informal from the Academy team. independent audit by the British Agency to continue qualifications 150,000 30 tools, including onsite and Institute of Cleaning Science under the new framework. This 0.4 distance learning; technology The Step Ahead2.25 %agenda has also (BICSc). The audit includes will be via third party providers. 120,000 based learning eg webinar; introduced some71.78 %key projects verification of safe practice. 25 0.0 J F A J J A S D J F A J J A S D and e-learning mechanisms. with increased access to learning The relationship with the LSC M M O N M M O N 90,000 Examples of these programmes for colleagues on remote sites. Working with the Finance was initiated by Initial Facilities include the delivery of externally Examples include a food hygiene Department, Initial Facilities in 2005, and was extended 60,000 endorsed programmes designed qualification with delivery via successfully achieved re- across all the group’s UK to meet specific skill needs – a workbook and coaching and accreditation with ACCA for businesses. This has involved 30,000 both technical and management written assessment to fit with ACCA Approved Employer delivering accredited training eg ILM (Institute of Leadership the hours of part-time workers, Status at Silver level, enabling for colleagues as part of 0 and Management), BIFM delivered at their workplace. ACCA colleagues to achieve Train to Gain across a wide (British Institute of Facilities CPD training through internal range of training requirements Management) and BICSc (British The consistency and quality of training. Initial Facilities will including numeracy and literacy Institute of Cleaning Science) the learning and development apply for Platinum in 2011. skills, customer services and training and joint learning activity is rigorously monitored, administration. Because the projects with clients such as evaluated and accredited by a In addition to these programmes, LSC is a government body, with Aviva, a programme to number of external assessors Initial Facilities provided a there is a requirement upon up-skill and reward employees. and internal standard operating range of government funded all training providers to be Initial Facilities is running its procedures. As a result, qualification programmes assessed by Ofsted, the UK STAR programme to embed the company has achieved delivered in association education regulator. Its report on our values on large FM sites numerous awards, standards and with the Learning and Skills its assessment in 2010 covered where multi-discipline teams accreditations with which we can Council (LSC). The government a wide range of topic areas. need to work closely together to demonstrate the real value of our framework for these courses Ofsted described the overall achieve service excellence. This learning culture. ended in July 2010 but Initial effectiveness of the provision
41 Corporate Responsibility Report 2010 87 451 supervisors and managers colleagues undertook attended Initial Facilities’ NVQ qualifications endorsed Institute of Leadership and Management programme Find a page
as ‘satisfactory’. It also stated • VRQ Level 2 – covering skills In 2010, the Initial Facilities Academy designed to support that the recently formed quality required for health & safety Learning and Development training in the industry in a improvement group is starting good practices, infection control team delivered 3,852 days of different way. This initiative to impact on the arrangements and equality and diversity training across the businesses, includes pilot programmes for to monitor the quality of the covering management skills, apprenticeships; online funding provision. Key strengths included • Skills for Life – helping to technical competency, personal database; identification of funding a good development of work develop skills amongst the effectiveness and qualifications. opportunities; and a student forum. skills and personal effectiveness. more disadvantaged of our The Learning and Development A copy of this independent workforce, including literacy team have also been working Initial Facilities continues to work assessment can be found on and numeracy skills as well with Asset Skills, the Sector Skills on the Asset Skills ‘Women and the Ofsted website. as developing English Council for facilities management, Work’ project, an initiative to language skills for Speakers housing, property, planning, help women across nine sectors Under the LSC scheme, Initial of Other Languages (ESOL). cleaning and parking. Sector secure better training to fulfil Facilities colleagues are Skills Councils are employer- their potential. Over a three year provided with a wide range In addition, in 2010, 87 led and government licensed period this scheme aims to give of training schemes: supervisors and managers organisations established to up to 15,000 women across the and four graduates attended improve the skills of the UK sector the chance to train for a • NVQ Level 2 and Level 3 – Initial Facilities endorsed Institute workforce. Initial Facilities new job or progress within their covering skills required for of Leadership and Management participates in a number of company into higher skilled, cleaning and support services, programme to enable them these councils to play an active better paid jobs. The project customer services, business to progress their careers with part in the development of is being delivered by the Sector administration, team leading, a structured programme initiatives to boost this skills area. Skills Councils in conjunction multi-skilled hospitality and of learning and projects. with employers, such as Initial ITQ (information technology Mostly recently, Initial Facilities Facilities, which has trained qualification) have been asked to be part more than 300 women during of the Asset Skills Virtual the three year programme.
42 Corporate Responsibility Report 2010
15 250 1684 12 200 180 2,500
9 150 2,000
6 100 526 1,500
3 50 Managment Skills 1,000 Technical Competence 0 0 Personal Effectiveness 500 Qualifications
0 2007 2008 2009 2010
1263
% %
%
2.25 7.98
15.54
Asian/Asian British 400 Black/Black Bristish Mixed 2.25% 350 White 71.78% 300 Not Known 2,000 250 12mth LTA
200 1,500 Jul Jun Oct Aug Dec Nov May Sept Apr Jan Feb 150 Mar 100 1,000 50 0 500 50 2.0
Diversity split of internal % % 0 45 1.6 % Management Technical Personal Qualifications colleagues undertaking 2.25 7.98 skills competence effectiveness 40 learning for 2010 15.54 1.2
Asian/Asian British 35 0.8 Black/Black British Mixed 150,000 30 0.4 White 2.25% 120,000 Other (0.2%) 71.78% 25 0.0 Not known J F M A M J J A S O N D J F M A M J J A S O N D 90,000 Find a page 60,000
30,000
0 Initial Facilities participated in this Initial Facilities were awarded the long term unemployed. They countries and to facilitate matched funding project to provide Scottish winners and UK runners have successfully recruited some lifelong learning women in the business with further up for Asset Skills Team Challenge of these individuals into the Initial development opportunities. This for a Cleaning Services team Facilities business. Initial Facilities • Recognise smaller elements gave more women access to based in Scotland. The team, have also run a similar project with of learning and enable courses, for example, First Line called ‘Ann’s Angels’, also won an organisation called Working colleagues to build individual Manager, in order to develop the Supervisor award as one of Links based in North East England qualifications step by step them for potential promotion in 87 teams that competed in this with approximately 40 candidates. the future. In 2010 additional competition nationally. Increasingly, because of the • Offer accredited learning programmes have been added to variety of businesses operating that responds to colleagues’ this project including Recruitment Lancaster Cleaning operates within the group in the UK, the needs, industry standards Compliance and Health & Safety. almost exclusively in the financial work on funded training has been and customer requirements districts of London with large on co-ordinated at a group level. site contracts. It is particularly • Shift the focus away from Initial Facilities noteworthy because of its To ensure it retains its position ‘learning inputs’ to ‘learning continues to work Academy. This offers relevant, as a pro-active and responsive outcomes’ on the Asset Skills purposeful training to its diverse industry leader, the company is ‘Women and Work’ and constantly changing working towards implementing • Underline the commitment workforce of cleaning operatives learning programmes against the to commercial success by project, an initiative and managers to support the newly developed Qualification leading the way on re-skilling to help women across individual needs of approximately Credit Framework (QCF). This and up-skilling colleagues nine sectors secure 4,000 staff. To support the local will allow it to; to their optimum capability better training to community, Lancaster’s Training fulfil their potential Academy also provides help • Translate qualifications into • Reinforce the core values: to local groups. Lancaster has the European Qualifications Service, Relationships recently won an award for the work Framework (EQF) which will and Teamwork. they have completed retraining promote mobility between
43 Corporate Responsibility Report 2010 Vocational split
15 between qualifications 250 for 2010 1684 12 200 180 Business Admin 2,500 Manufacturing Technologies 9 150 Health, Public Service & Care 2,000 Information Technology 6 100 Skills for Life 526 1,500 Cleaning & Support Services 3 50 Find a page Managment Skills 1,000 Technical Competence 0 0 Personal Effectiveness 500 Qualifications
0 In 2010 more than 87% of 451 training as part of Ambius’s introduced a pilot programme, The team at the University is 2007 2008 2009 2010 colleagues undertaking NVQ learning strategy, linked to ‘Discovery’, providing a also responsible for managing qualifications have successfully its business strategy. four-week introductory Ambius’s research projects at
completed and achieved a training programme for several universities, enabling 1263 % recognised qualification, with The result is a standardised service% colleagues as well as the latest research findings to
%
the average length of stay learning system for its 2.25 developing and maintaining its be integrated into sales and 7.98 on programme for a Level 2 colleagues, focusing on colleague engagement system service approaches as soon 15.54 qualification being nine months. developing horticultural and customer engagement as they are available. 92.6% of these colleagues and sales expertise. It has workshop programme. undertook an NVQ Level 2 in established Learn Centers for Like Ambius, Rentokil has 2010, with 3.7% undertaking a each European country inAsian/Asian the ThisBritish pilot programme has developed its own learning and 400 Level 3. The graph above shows home language, and linksBlack/Black to the now Bristish been rolled out across development approach – the the vocational split between individual user’s developmentMixed the division and all2.25 of %these Rentokil Academy. Because of 350 qualifications for 2010. plan as agreed with his orWhite programmes are delivered71.78% in its success, the group is using 300 her manager. In addition, Notthe Known up to nine local languages. 2,000its approach to implement 250 Ambius University has programme offers a social Academies across all the divisions. 12mth LTA networking capability for the Details of the approaches adopted
200 1,500 Jul established a ‘Learn Jun Oct Aug Dec Nov users, enabling colleagues to by the Rentokil Academy are May Sept Apr Jan Feb 150 Center’, in conjunction share knowledge, distribute featured in the case study on the Mar resources and information, as following pages. 100 with learn.com 1,000 well as benefiting from chat 50 Focus on skills development rooms and forums. The latest research 0 continues in Ambius. Its 500 findings at Ambius 50 2.0 University has established a This programme builds on
‘Learn Center’, in conjunction Ambius’s approach, reported University are integrated % % with learn.com. The programme upon last year, in which its into0 sales and service 45 1.6 % Management Technical Personal Qualifications offers web-based or virtual University developed and 2.25 7.98 approachesskills competence effectiveness
15.54 40 1.2
44 Corporate Responsibility Report 2010 35 0.8
150,000 30 0.4 2.25% 120,000 71.78% 25 0.0 J F M A M J J A S O N D J F M A M J J A S O N D 90,000
60,000
30,000
0 Find a page
The Rentokil Academy reinforcing the ‘experts in pest been to identify best practice, Case Study Rentokil has been developing control’ claim. Its objectives and then share this practice on its technical approach, moving are to: a worldwide basis. The fact it • Integrating technical the business from a perception has been successful in meeting approaches with training of ‘professional killers’ to that of • Raise the standards of pest this challenge is due to the programmes ‘managing pest risks’ through management knowledge high degree of willingness of integrated pest management. To operations across the division • Aiming at achieving and deliver against this plan requires • Design and develop protocols to participate and collaborate. maintaining skills higher a combination of actions – for training, assessment, and This is largely due to the fact than industry norms ensuring that Authorised Product validation of competencies that behaving in a truly global Lists are in place, based on manner helps to build trust • Training aligned to the ‘which is the best bait’, and • Develop and provide continuous at a local operation level, not business’s strategic agenda. ‘what is the correct dosage’; professional development only with colleagues, but also consistent innovation to ensure with customers. Key factors products and services are • Enable identification of, and in achieving this participation seen to be world leading; and assistance for, those colleagues have been the establishment ensuring both the service teams underperforming against the of learning and development and the sales teams are qualified division’s standards operational champions in each to meet the exacting standards region, ensuring skilled trainers of integrated pest management. • Enable natural networking to deliver key training programmes facilitate best practice transfer, with nominated front-line The last factor emphasises the creativity and problem solving. colleagues who have ‘knowledge important role the Academy transfer’ skills. plays in developing the skills The Academy has a global reach and expertise of sales, service and its plans are aligned to the and support colleagues to levels division’s strategic agenda. higher than industry norms, One of its key challenges has
45 Corporate Responsibility Report 2010 ‘The commitment and energy of our colleagues around the world, to help build our development programmes, along with their visible leadership in supporting the effective delivery have been a defining characteristic of the great progress we have made in the Academy this year.’ Steve Langhorn Divisional Managing Director, Rentokil Find a page
The business benefits of the setting does not exist elsewhere All of the UK’s 600 technicians Case Study Academy are considered to in the pest control industry. As completed the technical have been significant. In the a result of the high standards of performance assessment in first instance, it has addressed work undertaken in this area by 2009, and the greater majority of the division’s key strategic the Academy, its management is the 6,000 technicians worldwide capability agenda with high levels supporting CEPA (the European completed them by the end of of take-up across the division. Pest Control Trade Body) 2010. It is now part of induction Experience in the field of the which is now working with CEN training for newly recruited training outcomes confirms (the European Committee for colleagues. In addition, a similar that the Academy’s training is Standardisation) to develop a sales performance assessment meeting the critical business professional standard for pest is now largely in place for imperatives, with standards control technicians. Whilst this surveyors on a worldwide basis. of global consistency. task may take some years, it is indicative of the quality of work Particularly relevant is the way undertaken in the Academy. in which the division is leading the industry to new professional As a result of setting the standards. In the service competence standards, technical arena, the Academy has set performance assessments have competence standards for its to be taken by technicians, technicians, by specifying the resulting in a skills gap analysis. critical knowledge, skills and These assessments take place experience required for each of during a quarterly field visit. the four levels of competence This includes coaching by the that have been identified. This manager involved. form of consistent competence
46 Corporate Responsibility Report 2010 Find a page
Our Approach Customer Management Marketplace Product Stewardship & Innovation Customer Initiatives Supply Chain Management Supply Chain Initiatives
Case Study
47 Corporate Responsibility Report 2010 Above Target Key Performance Indicators 2008 2009 2010 97% State of Service 88.5% 98.1% 97% the group’s state of service rate Customer retention 81.0% 80.8% 83.9%
Customer satisfaction n/a n/a 19% net balance Find a page State of Service is the total number of service visits performed divided by the total number of visits due Customer retention is the reciprocal of (annual terminations plus reductions) divided by the opening portfolio Customer satisfaction is measured using the Net Promoter System, represents the net balance of those customers promoting our service compared with those neutral or not promoting
Our Approach These help ensure our managers businesses to learn why they are Marketplace have a thorough and practical loyal or not, and take appropriate Improved standards of customer service have been Each business develops understanding of policies on action. It asks one main question: responsible business ethical business behaviour ‘How likely would you be to a key priority for Rentokil Initial in 2010. relationships with their towards both customers and recommend us?’ plus one or two customers and local suppliers, suppliers. These two activities follow up questions. Customers Our standardised measures of customer satisfaction while working closely together, are reinforced by a formal annual provide a 0–10 response (0 = indicate these improvements have been achieved by within a global procurement sign off of compliance by each unlikely; 10 = very likely). approach where appropriate. business head as part of the A dissatisfied customer will businesses across the group particularly City Link. To support them, group policies group’s internal controls process. be contacted within 24 hours. The group’s state of service rate stabilised at 97.2% are available on the corporate in 2010, compared with a 95% target. Considerable website and intranet. Achieving improvements in In 2010 the group expanded this progress has been made over the last two years, customer satisfaction is critical monitoring from country level to Policies on service performance, to the group’s long term success. include branch level objectives. when the rate was 88.5%. gifts, bribes and facilitation Since 2008, the company has It reports publicly on the CVC payments are covered within the had standard measures of measure for the first time. Other Other highlights include supporting customers by Code of Conduct, and training customer service and customer KPIs include State of Service and providing products and services that contribute relating to required behaviour satisfaction in place. The Net customer retention levels. in respect of competition and Promoter Score was introduced to their own sustainability programmes; delivering anti-trust law is also provided. as a standard group wide product stewardship programmes that address both Both the Code and the training measure of customer satisfaction the needs of the customers and minimises impact have been already referred in 2009, although it took some- on the environment. to under the section entitled time to be fully embedded across ‘Corporate Responsibilty: all divisions. This is now called Our Approach’. ‘Customer Voice Counts’ or ‘CVC’. This identifies loyal and unhappy customers and allows
48 Corporate Responsibility Report 2010 In 2010 Eden achieved Silver accreditation for the Food for Life catering mark, which recognises greater use of fresh, seasonal and local Find a page ingredients
Customer Management requirements of their quality Several businesses undertake management system. In 2009 customer satisfaction surveys Rentokil Initial is structured it worked in partnership with and market research studies to on a divisional basis to enable Croydon Council to achieve ensure they have comprehensive each business to focus at a local the Bronze accreditation for feedback on their customers’ level on the specific needs of the Food for Life catering mark. views and preferences. In their customers and markets. This was based on the quality previous years, Initial Textiles and Within each division, there is of the menus it provided for 96 Hygiene’s European operations a high degree of focus on primary and special schools has surveyed around 2,000 customer management within the Croydon area. In customers across its 17 country processes, sometimes to an 2010, this achievement was operations. This approach has externally accredited standard. bettered when it gained the Silver been standardised and rolled Both Rentokil’s and Initial accreditation. The accreditation out across the group using the Facilities’ quality management recognises greater use of fresh, Customer Voice Counts system. systems are certified to ISO seasonal and local ingredients. 9001 – the latter covering its It focuses on menus having Nevertheless, there are often operations in facilities services, high levels of organic and fair- requirements to understand catering services and project trade food, chickens and eggs specific customers’ issues. A management. that are Freedom Food or free case in point is the customer range and sustainable fish. The research that Ambius has Eden Services (part of Initial accreditation included a detailed undertaken into its customer Facilities) is one of the largest auditing process by the scheme’s preferences, especially relating school catering services organisers, the Soil Association. to ‘green’ services. The actions providers across the country. Eden is the first catering arising from this research are In this market, there is a need company to have achieved described later in this section. to work closely with the local this level of recognition for a authorities, over and above the group contract.
49 Corporate Responsibility Report 2010 In order to provide information sources for 120 customers, the group websites available for makes extensive use customers by brand and of online channels. in their local language Development of websites and customer extranets has continued since 2008 Find a page
Similarly, Rentokil undertook the public. In the case of the latter Last year’s report described Product Stewardship mystery shopper research, event, Rentokil’s International the work undertaken across focusing on its branches’ Fumigation Manager will attend the group with the EU’s REACH Innovation in Rentokil effectiveness at answering the scene of the incident and chemical usage and approval As mentioned earlier, a key incoming enquiries on time, and support the emergency services regulations as well as the highly criterion of our customer their effectiveness of providing and local authorities. specific work undertaken by service approach is to ensure satisfactory responses to the Rentokil relating to the EU that the company’s services, customer scenarios posed In order to provide information Biocidal Products Directive. often undertaken on our during each call. The outcome sources for customers, the Work with the EU on this customers’ premises, meet of this research has been fed group makes extensive use of directive resulted in 2008 and every regulatory requirement. back to service management online channels. Development of 2009 in the regulatory approval For Rentokil, this is particularly and is being incorporated into websites and customer extranets of its co-owned non- important and much of this service delivery training. has continued since 2008. By the anticoagulant rodenticide, work is undertaken at Rentokil’s end of 2010, there are over 120 Alphachloralose, and the European Technology Centre. Equally, it is essential to have in websites available for customers product registration under place effective communications by brand and in their local the Directive for its RADAR This centre is also responsible with customers, both for language. These are in addition (mouse unit) application. Both for innovation in its pest control emergencies and for information to the customers’ specific service were first in their field, and their approach, developing new sourcing. Rentokil operates an delivery websites, such as success illustrates how a co- products and services. One emergency response team to PestNetOnline, described ordinated approach to regulatory product, Entotherm, introduced act in the event that a serious in the case study at the end matters can benefit both in 2010 has already been incident arises. This team of this section. customers and the business. awarded a Best Innovation in the handles enquiries such as Rentokil’s RADAR has now been Private Sector award as part of possible ingestion of pest control In addition to our information approved for use by the USA the Best Business Awards 2010. products, but also handles major provision, our customers expect regulatory authorities. Entotherm is a new chemical- incidents such as the ingesting our businesses to be proactive in free pest control process, of toxic products by members of anticipating future developments. developed as a result of three
50 Corporate Responsibility Report 2010 Entotherm, introduced in 2010 has already been awarded a Best Innovation in the Private Sector award as part of the Best Business Find a page Awards 2010
years of research and extensive across the industry – and as as the business responds means of excluding them from collaboration between Rentokil a result ensure the customers to customer needs moving the premises, restricting the and Revival Environmental. The receive the best electronic fly from pest destruction to risk availability of pest attractions, treatment eliminates insects, killer for their requirements. management and prevention. such as food, shelter or warmth, mould and pathogens through the This involves an integrated pest and then destroy, using the application of dry heat and is free Similar innovative approaches management (IPM) approach, right amount of bait, rather than of chemicals. The process kills include the development led by site surveys, and resulting excessive amounts based on a every lifecycle stage of an insect, of Contained Atmosphere in methods to exclude the lack of knowledge of the pest from eggs to larvae, to fully- Technology (CAT), using high pests as well as eradicate population in question. grown creatures, making it a more concentrations of nitrogen and them. This necessitates having efficient way to treat infestations, carbon dioxide to kill insects. higher qualified technicians and Innovation in Initial Hygiene eliminating the need for repetition The business has devised a surveyors, which is a driving force Innovation is being progressed that is usually required with way of building gas impervious behind the development of the in other divisions. Initial Textiles conventional treatments. The containment bubbles to provide Rentokil Academy, referred to in and Hygiene has introduced Eco heat treatment is a revolutionary bespoke fumigation services. the Workplace section. Soaps, a range of environmentally approach in helping to tackle It is the only business to have friendly and low allergy soaps, bed bugs and cockroaches, progressed registration of these The IPM approach involves meeting the strict ecological both insects that are growing in gases under 98/8/EC directive four phases – Exclude, Restrict, and performance requirements prominence in food factories and (Biocidal Products Directive), Destroy and Monitor. One of the Nordic Swann Council high occupancy premises, such and as such, from 2011, will be innovation that supports this and EU Eco-Label. The soaps as hotels. the first authorised to offer these approach is the Mouse Monitor possess high standards of services under the directive. Unit, which is wireless enabled, biodegradability, limit the use The centre also continues its and allows customers and of dangerous substances, work in the testing of electronic The centre’s focus on innovation Rentokil technicians to identify and utilise recycled packaging fly killers. It has made its test continues in other areas where the amounts of pests in premises wherever possible. They do not results public in an effort to raise the business is observing the and their routes. This enables contain any harmful ingredients, the standards of testing methods development of new pests, the technician to determine the use fewer preservatives than
51 Corporate Responsibility Report 2010 VanCam offers customers a totally secure solution from point of collection to point of delivery
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normal products and are optimisation provides an ETA for against attacks on drivers Eteligencia hypoallergenic making them all collections and deliveries due or vehicles. Having already Linked to this need for greater ideal for sensitive skin. by round and warns if any are undertaken a pilot, the business security for customers is the late. This is set for launch in 2011 is planning to conduct an introduction of Eteligencia, a Innovation in City Link making having to stay in to wait extended trial with cameras on 50 tool that analyses data on all City Link has been actively for a package a thing of the past. vans and eventually plans to roll auction sites such as eBay. developing innovation in a them out across its entire fleet. It enables the identification of number of areas to set new Nexus provides a centralised the sale of products that were standards of service, security view of all consignments for City Link has been actively either believed missing or stolen and safety. Operations and Customer developing innovation in from a specific location and Care, providing easy access highlights significant traders My City Link to data such as real time a number of areas to set selling products already The My City Link ‘radar’ provides customer signatures and delivery new standards of service, managed by City Link on customers with an instant online information. The system also security and safety behalf of its customers. snapshot of the status of all of allows City Link to take and view their consignments that are due photos of front doors as proof of for delivery. Customers can drill delivery to reassure customers. down into a map view to get real time status updates for individual VanCam deliveries. Customers can also This offers customers a totally access standard reports and secure solution from point of produce customised reports collection to point of delivery. which can be viewed on screen or With four cameras continually downloaded for further analysis. recording and storing 30 days of data, evidence for insurance Route Optimisation and Nexus claims and road accidents can This provides current live easily be accessed. This is also locations for all vehicles. Route an effective preventative measure
52 Corporate Responsibility Report 2010 At the click of a mouse Maximise displays all the Rentokil Initial customers in a given postcode, along with relevant details
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Innovation in Systems It will benefit our customers by gain from more professional At the click of a mouse the and Processes enabling our sales colleagues approaches to their tender application displays all the During 2010 the company to carry out better surveys, offer requests, and from ensuring that Rentokil Initial customers in completed the high level design risk-based pricing and streamline each proposal is comprehensive a given postcode, along with phase for most components of order processing. in its content. relevant details such as company the process programmes within name, address, contact details, its Programme Olympic initiative. Atlas Bids and Tenders Maximise commercial history and more. We also commenced five pilot The Atlas system is an online Maximise is an online application, Maximise is being rolled out in studies across the UK Pest application that enhances our developed by our own internal 2011. Customers will benefit and Hygiene operations. These ability to track and respond to IT team, that allows our sales by being able to access the studies will benefit our customers bid and tender opportunities. It people to increase their cross- full portfolio of Rentokil Initial both directly and indirectly. includes a calendar that records selling activities. The system services whenever and wherever all present and future bids as well uses Google Maps and Google they require them. Advantage as a comprehensive database of Streetview in an innovative way The Advantage system is a all the documentation required to give a salesperson all the Customer Account computer-based application that to put together winning bid information they need to be able Management will change the way that Pest documents. The Atlas system is to increase the effectiveness of We have trialled and introduced Control and Hygiene services already operational in Australia their selling day. a new, more robust and effective are sold by Rentokil Initial. It is and in the UK Pest Control and account management process. based on a tablet PC and uses Hygiene businesses. We have All accounts are assigned an a bespoke software system. also agreed a group wide set ‘owner’ who will review our It is currently on trial in one of best practice guidelines for service and relationship on area of the UK pest business, managing bids and tenders an agreed frequency, using a but will be rolled out in the UK opportunities. Whilst this standard set of documentation. in 2011, with the UK Hygiene system will be of great benefit We measure the before and after business following close behind. to the business, customers will Customer Voice Counts score of
53 Corporate Responsibility Report 2010 One of these eight awards was for its work for the Royal Caribbean cruise liner, the Oasis of the Seas
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the account decision makers and has been introduced into our A key issue in demonstrating the One of these eight awards was for have recorded an increase UK Pest business and the UK importance that the group puts its work for the Royal Caribbean of 19 points on average, meaning Hygiene business, where it has upon the quality of its customer cruise liner, the Oasis of the that our customers are directly helped to cut the number of service is the range of customer Seas. This project demonstrated benefiting from higher levels complaints received in half in just related awards that it wins. Ambius’s application of the of customer service through over five months. We anticipate Eden’s Food for Life Service group’s three values – Service, more effective account this new system will benefit Mark has already been referred Teamwork and Relationships. management. In addition, from customers by ensuring speedier to. In addition, Rentokil UK It required Ambius’s team to be a business perspective, in up to resolution to their complaints, was short listed for the Field prepared to board the vessel 40% of cases we identify new and by reducing the numbers of Service Award at the National following a cruise and install live sales opportunities. complaints through the system Customer Service Awards, and plants and trees in an open-air highlighting operational issues Rentokil Singapore was honoured atrium – Central Park – that is as Complaints Management that we need to address. for partnership excellence long as a football field. Our new Complaints by Baxter Healthcare SA, for Management System allows Customer Initiatives providing quality service and us to record every complaint As a business-to-business customer satisfaction – one received by the business, pass service supplier, the group of 25 suppliers honoured by the details on to our front line can play an important role Baxter. City Link won the management for investigation in helping its customers Customer Care Award at the and resolution, capture the root meet and improve upon their 2010 Motor Transport Awards cause and provide analysis own corporate responsibility and Ambius received eight
of trends and causes. It ties standards. Increasingly our awards covering ‘commitment NATIONAL in directly with ICABS, our businesses are receiving to excellence, innovation and AWARD WINNER 2010 management system, to ensure requests for quotations from professionalism in the interior that all of the data is stored customers that include requests landscaping industry’ at the centrally and is easily accessible for information about our own 18th PIA Interior Plantscape by all managers. The system CR approaches. Hall of Fame in California.
54 Corporate Responsibility Report 2010 Eden has undertaken a 30% range of healthy pupils opting for eating initiatives school meals to support the uptake of meals within schools
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Recognised in the awards as amongst more than 13,000 pupils properly, and how to avoid This year, this activity continued in being the most outstanding with a range of tasty, appealing cross contamination in female partnership with the New Zealand overall project in 2010, Ambius and nutritious options. As a result toilets, both at offices and in Food Safety Authority, including was requested to undertake of these initiatives there was an public areas. promoting ‘Lunchbox Day’ a similar task for the line’s average increase of 3% during outside New Zealand’s parliament sister ship, Allure of the Seas. the 2009/2010 school year, with Initial New Zealand has buildings, targeted at primary Both projects were completed more than 30% of pupils opting continued its ‘Hands on Hygiene’ school children being taught satisfactorily and on time, for school meals. campaign. Last year, it provided the importance of hand hygiene enabling the liners to return its customers with a series before and after lunch. to their cruising schedules. In a similar manner, Calmic of labels intended for use on Hygiene (Initial Hygiene customers’ own premises, which Initial has been developing As well as providing quality Indonesia) worked closely with gained overwhelmingly positive service propositions for its service to a business’s direct its customers from different response from customers such European textiles businesses customers, it is also relevant industrial sectors (such as as property managing agents that are more closely linked to consider the customer’s airports, government offices, and facilities managers in to its customer segments, of customers. Eden Foodservice has banks, entertainment, retail government ministries. which three have been identified, been particularly effective in its businesses and schools), in a ranging from necessity, peace support for education authorities feminine hygiene educational of mind and mitigating risk. in Portsmouth. The City Council campaign designed to alter and In particular, the research for has been active with its Healthy shape the market perceptions these propositions highlighted Living Groups to educate pupils of the taboos associated with the gaps between buyers’ and parents about healthy feminine care products. The functional approach to garments eating habits. To support these programme was structured to and the end-users’ emotional actions, Eden has undertaken a show consumers the importance needs. The service propositions range of initiatives to support the of feminine hygiene and involved are currently under trial in the uptake of meals within schools giving information on how to Netherlands, Germany and Italy and encourage healthy eating dispose of sanitary napkins together with three Asia Pacific
55 Corporate Responsibility Report 2010 Customer segmentation within Rentokil has identified the importance of delivering quality service information to major customers
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countries. This segmentation bio-degradable plant containers. Supply Chain internal specifiers’ lead in their builds on its proactive approach Whilst initially small numbers Management choice of products. towards sustainability – its of customers are requesting this website includes a section specialist service, it is anticipated Our procurement activities can In other businesses, where we entitled ‘Sustainability and that there will be growth in this link strongly to this regulatory consider suppliers of certain Innovation’, covering its range of segment, especially amongst management approach. In product categories to represent activities – from vehicle utilisation the business’s major customers. both Rentokil and Ambius, the a high risk, we adopt higher and processing approaches technical departments play levels of supplier involvement to to recycling. It also features strong roles in specifying both address key issues. An example a separate section entitled Ambius’s customer the products to be used, and is that of the Textiles business. ‘Eco friendly solutions’, which research has led to their constituent ingredients, One product category considered describes the range of products to be of a potentially high risk a similar customer based on their knowledge of that customers can select to regulatory and technical matters. supply category is that of textiles achieve more environmentally segmentation approach The work undertaken by the purchased for use in our textiles friendly performance. for customers Rentokil technical teams covers rental and laundry business. that express their both pest control products Some of the product supplied in Ambius’s customer research preference for a more and products used in the this supply chain can be sourced referred to earlier has led to a from a few countries known environmentally Hygiene business such as the similar customer segmentation fragrances used in washrooms to be on ‘countries to watch’ approach – in this case for friendly service for odour control, as well as list complied by organisations customers that express in appliances for use in office such as Amnesty. For this their preference for a more Customer segmentation within receptions etc, where exposure category, the procurement environmentally friendly service. Rentokil has identified the to certain constituents may department of Initial Textiles For these customers, special importance of delivering quality cause damage to the health in France procures supply of standards of procedure have service information to major of individuals with respiratory textile material for garments been introduced ensuring the use customers, and this is the subject or allergic conditions. The and auto roll towels. Its supplier of peat free mediums, plants with of the Case Study at the end of procurement departments in contract requires suppliers to lower water requirements and this section. these businesses follow the meet ethical, environmental 56 Corporate Responsibility Report 2010 Initial Textiles in France uses ACTE together with Oekotex certification, which details the environmental nature of the Find a page textile products
and labour standards. To ensure such business-led procurement emissions, are taken into account suppliers meet these standards, activities are to ensure that when deciding upon vehicles to it uses ACTE (formerly known procurement needs of the local be included in the list of vehicles as WethicA – World Ethical businesses are met with products available for selection. The supply Audits) together with Oekotex that are safe, meeting agreement for the pan-European certification, which details the regulatory requirements, and van fleet includes criteria based environmental nature of the where sourced from suppliers on a whole-life cost calculation textile products. that may be located in the of benefits. developing world, maintain acceptable standards of Similarly, the supply agreement responsible behaviour. for office equipment for the UK includes site audits to Where procurement is establish the optimum printer undertaken on behalf of all requirements. These have led the group’s businesses, the to a reduction in the number group’s procurement department of printers with a move to aims to achieve acceptable larger more efficient machines, This approach is the building purchasing decisions, whilst reducing electricity consumption, block for ensuring strong supplier taking into account corporate as well as improving the use relationships and also supports responsibility issues. This is the of consumables such as print its customers’ own need for case with the use of whole-life cartridges. These achievements responsible business practices costing when considering the have been built upon as part of within their supply chain. purchase of vehicles for the the Green IT initiative discussed company’s fleet. This ensures in the environment section, which As can be seen from the previous environmental factors, such as is addressing such issues on a
examples, the objectives of energy consumption and CO2 group wide basis.
57 Corporate Responsibility Report 2010 98% of fabrics purchased had Oekotex certificates, guaranteeing non toxicity and no harmful substances Find a page
To ensure a consistent approach established. This is managed not only Middle and Far Eastern topics such as ‘Sustainability in for UK supplier management, the by local nationals, who are plants (including Madagascar) Suppliers’ and ‘Procurement Best procurement team has signed fluent in the business culture of were evaluated, but also supplier Practices’. Over 200 courses have the UK government’s Prompt the region. Suppliers are being plants in Tunisia and Morocco. been completed by members of Payment Code. Signatories to this evaluated that can deliver both As a result over 95% of suppliers the department. code undertake to pay suppliers cost effective and innovative have signed the business’s on time, within the terms agreed technology for use by businesses Code of Conduct (based on ILO In the UK, the company has at the outset of the contract, give such as Initial Hygiene. conventions), and more than 90% supply relations with a large clear guidance to suppliers on of purchases have declarations number of small or medium sized payment procedures, ensuring of traceability of production. In (SME) companies. For instance, there is a system for dealing The procurement team 2010, 98% of fabrics purchased in Eden, our school catering with complaints and disputes; has signed the UK had Oekotex certificates, business unit, we use a number and encourage good practice government’s Prompt guaranteeing non-toxicity and of SME suppliers to support our by requesting lead suppliers Payment Code no harmful substances. initiative to purchase from local encourage adoption of the code suppliers for perishable produce. through their own supply chains. To ensure a consistency of The business’s management approach across all procurement team met with Prince Charles The procurement team has offices, the company has at Clarence House in 2010 to be also been active in supporting Supply Chain Initiatives introduced a single unified thanked for supporting the local the development of product The approach adopted by the procurement function (with Welsh farming community, as innovation – they were procurement department of Initial the exception of Textiles). Eden buy a significant volume of instrumental in the development Textiles in France in its textiles As part of this approach, it Welsh lamb for Anglesey school of the Eco Soap range mentioned purchase was discussed earlier has also introduced a Supply meals. Elsewhere in our Initial earlier. To enable them to be in this section. In 2010, the Chain Academy, developed by Facilities business we use a proactive in supporting innovative business extended the coverage Accenture. The Supply Chain number of small local window product development, an provided by ACTE (the external Academy courses are available in cleaning contractors to support Asia sourcing hub has been procurement assessor), so that six languages. Courses include our geographic service delivery.
58 Corporate Responsibility Report 2010 ‘With examples such as PestNetOnline and RADAR, Rentokil continues to innovate to improve what’s in the toolbox of our technicians and our service effectiveness for customers.’ Stewart Power Strategy & Marketing Director, Rentokil Pest Control
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PestNetOnline a slow and time-consuming and wholesalers, as well customers. In addition, the Case Study Empowering customers process, with monitoring visits smaller food outlets. It operates system is used in conjunction Increasingly the company’s requiring logbooks in each store from a site measuring 11,200 with Rentokil’s RADAR Units, • Enabling customers to monitor businesses are utilising web- as well as a central record. Now, square metres. A key issue for which use infrared technology their service based tools to improve the quality PestNetOnline delivers an online Coppice is achieving favourable to detect rodent activity and CO2 of information provided to their reporting and monitoring tool ratings from the BRC (British to dispose of them. Coppice • Reducing customers’ own customers. Rentokil has been with information about all of Retail Consortium) and AIB Alupack believes this decision administration extremely active in developing the sites on a single web page. accreditations – two of the most will further improve its AIB rating, its online information service – It uses a traffic light system to influential governing boards as it helps eradicate the need for • Helping customers improve PestNetOnline – as a means of give recommendations for the for the food industry, and their placing bait in the factory. their own industry compliance enabling its customers to monitor priority status of each site, and ratings are used by food retailers performance. the services they are receiving. a customised reporting function and wholesalers in selecting The system provides customers which can schedule in reports their suppliers. with information about past and PestNetOnline enables improved as and when they are needed by future service dates as well as reporting and monitoring for Capper. As Capper continues its Although the customer was details of infestations by areas organisations, whether they have growth, it aims to further integrate already scoring highly in the BRC within their locations, enabling multiple locations like Capper & the service into its maintenance and AIB accreditation, it wanted them to better manage potential Co, or one major location such strategy, creating an intranet to secure further competitive risks. In 2010, Pest Connect as Coppice Alupack. between all stores. This will give advantage through achieving the (offering radio monitoring of store managers access to the highest marks in proactive pest pests) has been introduced, and Capper supplies nearly 500 system, allowing them to monitor management. PestNetOnline can be linked to PestNetOnline, SPAR grocery stores in Wales more closely the work done on offered the opportunity for further enhancing services to and South East England. A their own sites. Coppice Alupack to improve customers. The system has been Rentokil customer of over its overall productivity as well rolled out across the business’s eight years’ standing, before Coppice Alupack is one of the as its scoring, since the system operations, and RADAR has now the advent of PestNetOnline it chief food packaging suppliers was easily accessed by visiting gained the relevant regulatory found the tracking and auditing in the UK, working for many inspectors from these governing approval and is available to of the pest control service was premium brand food retailers bodies, as well as by potential customers in USA. 59 Corporate Responsibility Report 2010 Find a page
Our Approach Initiatives Health & safety Developing a Culture of Safety First
Training for Health & Safety
Case Study
60 Corporate Responsibility Report 2010 Rentokil Initial at main Key Performance Indicators board level has focused on one health & safety KPI which is the 2008 2009 2010 company’s Lost Time Number of Lost Time 1.82 1.53 1.72 Accident Rate (LTA) Accidents (injuries and illnesses)/100,000 hours worked – group LTA
Working Days Lost n/a 39.66 45.63 Find a page because of Lost Time Accidents/100,000 hours worked – group WDL
Our Approach The group’s Safety Health and practice, for instance, in Health & Safety Environment (SHE) Committee rolling out the ‘Success is The health & safety of colleagues, customers and During 2010, as part of the co-ordinates and drives the No Accident’ programme. group’s health & safety operating group’s SHE agenda and is other people with whom we come into contact with plan, a new health & safety focused on developing policies The health & safety scorecard during our operations is of the highest priority to us. policy was communicated across and implementing practical reporting and assurance We want to develop a high performance health & the group. Bi-annual divisional solutions to improve SHE process which had previously safety culture. This requires management focus, Safety, Health and Environment performance It also undertook been a health & safety KPI is performance reviews have a SHE ‘Competent Person’ no longer used for reporting a policy framework, common processes, engaged been integrated into the CEO’s survey to evaluate SHE resource and assessment at board and and capable colleagues at every level, reported KPIs business review process. provision at operational levels executive level. However, it is and best practice initiatives shared across the group. and the results have been still being used in operations All are underway. As part of the group’s three-year reviewed with each division to as a measurement tool. It is operating plan, the company’s improve the effectiveness and likely to be replaced with a business units report to the efficiency of each operation’s Branch SHE Health eCheck To date the company has focused on one health & main board on the health & SHE functions during 2010. system in 2011 which will enable safety KPI which is the company’s Lost Time Accident safety performance and each the proactive measurement of Rate (LTA). This is a frequency measure and is has set targets. The group has The group’s approach to health health & safety management committed to report publicly on & safety compliance is backed and performance at both branch reported annually. To improve the focus on this area its performance in this area. This by internal health & safety and business unit level. A pilot and on absence management, the group’s Working public commitment together management requirements to is running currently in six Days Lost Rate (WDL), which is a severity measure, with the fact that health & safety which all businesses are required business units. is to be formally implemented as a group wide KPI is a regular item on the board’s to conform. These are based agenda, reinforce the message around OHSAS 18001 (which Rentokil Initial at main board from 2011 onwards. from the chief executive to all itself has been adopted by Initial level has focused on one managers that health & safety Facilities as its own health & health & safety KPI which is the is the group’s highest priority. safety management system). The company’s Lost Time Accident company actively shares best Rate (LTA). This is a frequency
61 Corporate Responsibility Report 2010
15 15 250 250
1684 1684 12 12 200 200 180 180 2,500 2,500
9 9 150 150 2,000 2,000
6 6 100 100 526 526 1,500 1,500
3 3 50 50 ManagmentManagment Skills Skills 1,000 1,000 Technical CompetenceTechnical Competence 0 0 0 0 Personal EffectivenessPersonal Effectiveness 500 500 QualificationsQualifications
0 0 2007 20072008 20082009 20092010 2010
1263 1263
% %
% %
% %
2.25 2.25
7.98 7.98
15.54 15.54
Asian/Asian Asian/AsianBritish British 400 400 Black/BlackBlack/Black Bristish Bristish Mixed Mixed 2.25% 2.25% 350 350 White White 71.78% 71.78% 300 300 Not Known Not Known 2,000 2,000 250 250 12mth LTA 12mth LTA
200 200 1,500 1,500 Jul Jul Jun Jun Oct Oct Dec Dec Aug Aug Nov Nov May May Sept Sept Apr Apr Jan Jan Feb Feb 150 150 Mar Mar 100 100 1,000 1,000 50 50 Group 12 monthly moving average 0 0 500 500 50 50 2.0 2.0
12 month Working Days Lost Rate 12 month Lost Time Accident Rate
% % % % 0 0 45 45 1.6 1.6
% % ManagementManagement Technical TechnicalPersonal PersonalQualifications Qualifications
2.25 7.98 2.25 7.98 skills skills competencecompetenceeffectivenesseffectiveness
15.54 15.54 40 40 1.2 1.2
35 35 0.8 0.8
150,000 150,000 Find a page 30 30 0.4 0.4 2.25% 2.25% 120,000 120,000 71.78% 71.78% 25 25 0.0 0.0 J F MJ FA MM AJ MJ JA JS OA NS OD N D J F MJ FA MM AJ MJ JA JS OA NS OD N D 90,000 90,000 measure, and is reported in 2010. The five business units Regrettably we have to report In addition, Ambius was 60,000 60,000 the group’s Annual Report. include City Link and Textiles fatalities. A Belgian Textiles prosecuted for failing to comply In addition, we measure the and Hygiene Benelux. and Hygiene service driver was with legislation as a result of 30,000 30,000 group’s Working Days Lost involved in a head-on collision an accident in 2008 where an Rate (WDL), which is a severity The 12 monthly moving average with a vehicle driving on the employee received burns to 0 0 measure. To improve the focus data of the LTA and WDL KPIs are wrong side of the road. The driver his eye and skin after contact on this area and on absence shown in more detail above. Within of the other vehicle was fatally with sap from a Euphorbia tree. management, the WDL rate is these overall figures, LTA rates injured. Our service driver was The fine, including costs, was to be formally implemented as improved between December not injured and was found not at approximately £16,000. The a group wide KPI from 2011 2009 and December 2010 in City fault. In South Africa, one of our business has confirmed that it onwards. In 2010 the group Link, Pest Control, Ambius and Pest Control Technicians was has taken appropriate actions identified 21 priority businesses the Pacific region. The Pacific involved in a vehicle accident on to prevent a recurrence and targeted for improvements region improvement is due largely a public road outside work hours. a SHE management review and Lost Time Accidents to greatly improved performance Four passengers (not colleagues was undertaken to assess the (LTA) performance improved in Pink Hygiene in Australia, with in the business) were seriously adequacy and effectiveness significantly in 10 of the 21 a reduction of 22.5% following injured in the accident and, sadly, of the business unit’s health & priority businesses. For 2011, the introduction of Safe Work our colleague who was driving safety management system. the company will focus on five Week, which had extensive branch was fatally injured. key business units to ensure involvement. However, LTA rates that targeted interventions are declined in Textiles and Hygiene, For all accidents, we conduct carried out which should drive Initial Facilities and Asia. full investigations and implement performance improvements. appropriate corrective actions These five units accounted for In 2010 LTA rates to ensure that lessons are 52% of the total LTAs and WDL improved in City Link, learned. The group is committed in 2010. As a result, the group to ensuring that lessons are LTA and WDL rate increased by Pest Control, Ambius learned following all health & 12.5% and 13% respectively in and the Pacific region safety incidents.
62 Corporate Responsibility Report 2010 As well as reporting against targets, the group is also accessing external health & safety data to enable sector comparisons
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Initiatives • A standardised incident As well as reporting against In addition to the targeted investigation process to targets, the group is also interventions outlined above As stated earlier, in 2010 the ensure that the underlying accessing external health & which will drive LTA/WDL group identified 21 priority and root causes of all incidents safety data to enable sector performance improvements, businesses. All of these are identified and analysed comparisons, where such data a number of other initiatives are businesses are receiving extra is available. This is in place for underway which will improve focus from the relevant divisional • Analysis of LTA/WDL data and comparison against six similar health & safety management and SHE manager, and each MD Your Voice Counts colleague companies and also regional build health & safety capability of the business formally agrees engagement scores to identify data provided by authorities across the group. These include: action plans and measures any correlation between in countries such as Spain and of success. increased absence rates Australia. Use of such data • Development of training and unsatisfactory colleague helps to inform the group of tools and resources which Working Days Lost rates engagement scores the adequacy of its own targets will increase the health & increased year on year in all and performance. safety awareness of front line divisions, except City Link, and • Analysis of general sickness colleagues and managers. for approximately 15% year on absence rates, where available, All 21 priority These tools/resources will year for the group as a whole. and LTA/WDL rates to identify include a Group SHE Induction This matter is receiving close any correlation between high businesses identified video and short task/risk based management attention and a LTA/WDL rates and high are receiving extra videos for working at height, group wide target has been set sickness absence rates. focus from the relevant manual handling and falls on the for 2011. A number of initiatives divisional SHE manager, same level. These videos, which are underway, including: As noted earlier, to improve and each MD of the will be made available via the the focus on this area, the internet and in DVD format, will • Regular SHE reviews with WDL rate is to be formally business formally help to ensure consistency and priority business units to implemented as a group wide agrees action plans and can be integrated into existing identify the underlying reasons KPI from 2011 onwards. measures of success training programmes to support for high WDL rates the delivery of local training
63 Corporate Responsibility Report 2010 In 2010 Initial Facilities introduced a bespoke working at height course to its programme of courses
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• SHE leadership coaching measurement of health & Developing a Culture workshops to be run for all safety management and of Safety First directors/senior managers in performance at branch and Initial Facilities and the Pacific business unit level and provide Achieving improvements in region. This may be extended improved assurance at all health & safety relies on an to other divisions in H2 2011 levels in the organisation effective management system in place (with commitment at all • A standardised incident • Implementation of a levels of management), together investigation process will standardised contractor with each of our colleagues be implemented which will assessment process in the taking responsibility for their strengthen and improve existing UK and Australia. This new own health & safety and for investigation processes and process will ensure that that of others (amplified by the ensure that the underlying and contractors are assessed to group identifying teamwork as root causes of all incidents determine their health & safety one of its three main values). are identified and the ‘right’ competence before they can An important aspect is how our lessons are learned. In be approved to work for or colleagues believe the group addition, the group will extend on behalf of Rentokil Initial. is taking a genuine interest in the implementation of the their well being. For the second ‘Success is No Accident’ Initial Facilities was successive year, the Your incident management system Voice Counts survey included to other overseas business awarded the British a specific question about units including Benelux and Safety Council’s colleagues’ perceptions about Germany Textiles and Hygiene International Health & the group’s priority on health & Safety Awards for the safety. The table on the following • Implementation of a Branch fourth consecutive year page shows the colleagues’ SHE Health-Check system response, both for 2010, which which will enable the proactive was 76% favourable, and the
64 Corporate Responsibility Report 2010 City Link in Birmingham Your Voice 2010 Group wide 2010 vs 2009 Counts 2010 performance Group wide performance recently won its second comparison vs Global comparison vs the successive International Industry favourable Safety Award from the Company places +2 +2 British Safety Council high priority on health & safety
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Better Level Worse
comparison with both the Global The focus on colleagues’ well area. Our South African business Rentokil won the UK’s Royal Industry norm and the 2009 being is very evident in the was awarded a Platinum Star Society for the Prevention of favourable response. group’s South African business, 4 certificate of achievement by Accidents (RoSPA) Gold Award which continues with its ‘well Services SETA (the services for the tenth year. City Link was very keen to being days’. The first in 2009 sector educational and training encourage colleagues to was for colleagues in the authority) acknowledging that City Link in Birmingham recently recognise and report hazards. It KwaZulu-Natal region. In 2010, the business has developed won its second successive recognised that while colleagues with the help of colleagues who and implemented a results International Safety Award from had reported accidents during are HIV/AIDS Champions, this oriented health and wellness the British Safety Council. City 2009, they had failed to report year’s event was held in Western promotion initiative. Link continued its impressive any ‘near misses’. In 2010, it Cape. The activities available list of safety achievements introduced the ‘Don’t Look Away’ included Health Risk Assessment with a Gold RoSPA Award for campaign, with the aim of raising and HIV/AIDS counselling and Rentokil won the UK’s the company. In addition, its awareness of potential hazards, testing, together with advice on Royal Society for the Coventry Hub achieved OHSAS and to ensure they are ‘sorted TB, diet, nutrition, fitness, as Prevention of Accidents 18001 accreditation. and reported’. The campaign well as the more personal and (RoSPA) Gold Award for includes information on how to social activities and support the tenth year Rentokil Specialist Hygiene and spot hazards; a reporting process such as financial planning, Initial Services were also RoSPA available in every City Link massage therapy, fitness work- Gold Award winners – in both location; an opportunity to win a outs and dance demonstrations. cases, for the fourth successive monthly prize; and during the first Colleagues also received advice year. In addition, Initial Facilities three months of the campaign, a about the role and responsibilities was awarded the British Safety donation of £1 to Make-A-Wish of the HIV/AIDS Champions. Council’s International Health for every hazard reported. Since & Safety Awards for the fourth its launch in April 2010 1,990 Of course, another perspective consecutive year. hazards have been recorded and is provided by the external health actions taken to remove the risks. & safety awards gained in this
65 Corporate Responsibility Report 2010 City Link has introduced ‘Safety Zone’, an online health & safety induction course, backed up with posters and videos
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Training for Health use, step ladders, inspections and controlling key health covering key safety, health & Safety and harnesses and is fully & safety risks, as well and environment aspects has aligned to the group’s working as improving organisational also been developed – this is Initial Facilities is a registered at height policies and safe and people capability. Due to incorporated into the Health & training centre with the Institute working instructions which were this focus on its top health & Safety Foundation (Induction) of Occupational Safety and introduced in 2010. safety risk, manual handling, training package which covers Health (IOSH). Initial Facilities is Rentokil reduced lost time the first 42 days of a new continually committed to training City Link has introduced ‘Safety accidents caused by manual technician’s work. This will be its managers in health & safety Zone’, an online health & safety handling by 15%, compared launched in early 2011. An ‘ATEX by putting them through the induction course, backed up to the previous year. Awareness’ training package has IOSH Managing Safely course. with posters and videos. The been developed to help achieve Also, in a number of key areas business can identify centrally a baseline understanding across employees are put through the the numbers of colleagues that Within Initial Catering all colleagues of the dangers and IOSH Working Safely course have taken the course, the pass e-learning packages risks associated with working to enhance their understanding rate by location, and lessons have been evaluated for in explosive atmospheres. still requiring to be taken. Over This represents a new growth of basic health & safety in front line colleagues the workplace. a third of colleagues have taken opportunity allowing the division the course since its introduction to safely offer pest control Working at height has been a in September. The work of the Rentokil services in areas containing major focus area for the Health Academy is integral to this explosive atmospheres. In & Safety Executive, and Initial In Rentokil, having already development. A health & safety addition, bespoke safety training Facilities introduced a bespoke introduced training using an module has been introduced into videos (covering key safety risks) working at height course to its online Health & Safety Course for the technician’s performance are being produced, designed programme of courses. This its UK business, which covered assessment training materials to improve operational capability is capable of being delivered all 174 managers, the division and this is now available on and support the division’s global anywhere in the UK. The course is extending its health & safety the Academy website. In competence framework initiative specifically covers ladder training, focusing on reducing addition, a suite of 15 modules and induction processes.
66 Corporate Responsibility Report 2010 In Asia Pacific, a SHE workshop was held to train and enhance competency of all key business units
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Ambius revitalised its safety, In Asia Pacific, a SHE workshop • Incidence investigation health and environmental was held to build the capability training, including root strategy at the beginning of of the SHE function by training cause analyses 2010. Specific measures were and enhancing the competency implemented during the year of all key business units’ SHE • Risk assessment training (a to increase focus on leadership, Managers/Co-ordinators. The refresher) and group exercises colleague engagement and the theme was ‘SHE starts with me’. management of key health & The workshop was organised • SHE inspection and safety risks, all of which set in a practical format which audit training the foundations for continued included working sessions improvement and a sustainable and the following topics were • Good practices by Group future. These measures discussed and established in SHE and Asia business units. included the introduction of a the course of the three days: health & safety review process As a result of the workshop enabling the division’s senior • Building a common SHE workgroups were management to review and understanding of the role established, and a business benchmark their health & safety of a SHE-competent person unit SHE Award Scheme was performance against key health developed for launch in 2011. & safety aspects, together • Recognising the importance with the creation of a Working of SHE to our businesses Group to identify solutions and Ambius revitalised opportunities for improvement • Group SHE safe work its safety, health and within Ambius’s materials procedures and environmental strategy handling processes. implementation strategies at the beginning of 2010
67 Corporate Responsibility Report 2010 ‘With a large mobile workforce, driving is a significant area of potential risk. This initiative is proactively helping to reduce this risk for our UK colleagues. Its success leads us to consider how we may expand it worldwide.’ Paul Griffiths Company Secretary and Chair, SHE committee
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Drive Smart – a Proactive – to help identify and control fleet which adjusts automatically Results indicate that the project Case Study Safety Culture risks, with the aim of achieving a when new information on a has been successful. The The Drive Smart initiative is an ‘crash free culture’. The system driver is entered into the system. programme commenced in • Integrating health & safety integral part of our standard is currently being applied to all Accidental damage data from early 2009, and since that time, with driver risk management driver risk management process UK drivers (circa 6,000) to help the group’s fleet service provider there has been an 8% reduction in the UK. minimise our risk of fatalities is downloaded each month, in average third party claims • Identifying ‘at risk’ drivers and damage; comply with our enabling drivers whose risk rating cost per vehicle and a 21% From a health & safety legal requirement for safety, is deteriorating to be identified reduction in the third party claims • Reducing frequency and perspective, it is recognised transport and corporate liability; and appropriate steps taken to frequency per vehicle. By the cost of claims. that driving on company control and manage our vehicle resolve the causes of the decline. end of February 2011, 92% of business is one of the major accidents and maintenance the company’s UK drivers had areas of risk, and that to costs; and enhance our brand Drive Smart communication completed the licence checking reduce this area of risk requires reputation through a proactive is now provided monthly to mandates. 80% of drivers have a safer driving culture. The safety culture. line managers. The Drive Smart also completed the three online group’s motor insurers, Zurich, Team is raising awareness modules. 100% completion at any undertook a fleet safety gap Drive Smart proactively identifies amongst our van drivers through point in time is difficult because analysis, following which the ‘at risk’ drivers and provides a series of commercial driver road of the impact of driver churn. Drive Smart project commenced. a range of targeted and effective shows. Other external training It incorporated a driver safety interventions to be carried out courses are being planned to The effectiveness of Drive Smart team with representatives from by line managers and the Fleet enable a variety of options to will be further enhanced with Fleet Management, Safety Management Team utilising be offered to businesses, the introduction of GPS systems Health & Environment and online educational models assisting them in their into all the UK fleet (described Risk Management. such as ‘One More Second’ management and improvement earlier in the Environment section) and ‘RoadSKILLS’. of driver and fleet safety. which will provide enhanced Interactive Driving Systems (IDS) information on drivers considered was selected as our partner to The system is currently being In the USA, a similar web-based to be ‘at risk’. provide Drive Smart – an online upgraded so that each driver programme called Alert Driving is driver risk management platform will have a risk rating index, used for company drivers. 68 Corporate Responsibility Report 2010 Find a page
Our Approach Community Initiatives Community Case Study
69 Corporate Responsibility Report 2010 Help for Heroes Barnardos St. Dunstan’s Wheelpower Children with Leukemia Sport Relief British Red Cross Whizz-Kidz
Epilepsy Action MeningitisPerformance IndicatorsTrust Demelza Down’s Syndrome Association Oxfam Find a page Greenfingers Breast Cancer Research
Our Approach The second is community conjunction with colleagues. Community support, which tends to be Their active participation is In 2010, Rentokil Initial businesses participated in a In 2010, Rentokil Initial’s a combination of value in particularly important. charitable donations amounted kind donations, often linked wide range of community activities, covering charitable to £130,000 (£150,000 in 2009). to employee volunteering Individual community activities donations, community support and community This amount excludes any activities, which may in are led by the management of investment. All divisions were active in their communities. assessment of the value of themselves relate to fund each business (either on a local Significant community investment programmes occurred activities that include value raising, with possible matched business or divisional basis). In in kind donations or provision giving. This support tends to be most instances, the selection in South Africa, to support individuals impacted by HIV/ of management time. It does undertaken at a country level. of which community activity AIDS; in Australia, to support Rainforest Rescue; and in include donations made as part should be supported is based Europe, to support organisations in the developing world, of the group’s matched giving The third relates to community upon those communities where as well as local charities. scheme (but not the employees investment. This approach the local business operates and own fundraising). tends to be determined at where employees live and work. a country or divisional level, Rentokil Initial’s approach to and is likely to be a combination Initiatives the community consists of of financial support, operational three separate approaches. or marketing support (such as The following represent the cause related marketing) and highlights of the community The first is charitable cash employee volunteering. initiatives undertaken in each donations, which tends to be division. There are many others. made at a group or divisional The group’s community support These may be relatively small level. These donations can be and investment is focused activities, but whose impact linked to matched-giving to locally or divisionally rather can be quite large for those support employees’ own locally than centrally driven. The members of the community based fund raising for charities selection of which community that are beneficiaries. and voluntary groups. scheme to support is often in
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Motutapu Restoration Trust In Australia, Ambius continues close to City Link’s head office to support the Rainforest Rescue (raising just over £600) and the Just offshore of Auckland, New project with its cause related business’s IT team compiling Zealand, is Motutapu, or ‘Sacred marketing scheme (the overall a team of 40 to complete the Island’. The island is linked by project is described in more detail Three Peaks Challenge (raising causeway to the Hauraki Gulf later in the case study). around £20,000). Marine Park. The local Ambius branch is supporting the Motutapu Make-A-Wish Supporting Medical Restoration Trust to help restore the natural and cultural landscapes Foundation Treatment, Libya of this island. The business is City Link continues its support As a result of Rentokil’s work in making donations to the island’s to the Make-A-Wish Foundation Libya, including tackling bubonic Nursery Project, helping to UK, the leading wish granting plague in Tobruk in 2009, the grow plants to be used in the charity. It linked donations to division observed the medical restoration work, and colleagues the charity to business activities problems the country faces at first are volunteering to work on the such as ‘Don’t Look Away’, hand. These included the large island, including helping to protect, described in the Health & Safety number of injuries from road traffic maintain and interpret the cultural section. Its colleagues are accidents which lead to fatalities landscape, handed down by also active in organising their due to poor trauma capability in the Maoris and early settlers. own fundraising events, with a hospitals. As a result, the division target of £50,000 to be raised funded a Chevening scholarship during 2010. Their fundraising (organised by the British Council) included participating in a for a Tobruk surgeon. This enabled sandcastle building competition him to study for a MSc in trauma in Woolacombe in Devon in Liverpool, which will ensure (raising just under £1,000), a ten that on his return he is better able strong team completing a climb to handle trauma injuries in the of Snowdon (raising around Tobruk hospital. £2,500), organising a duck race 71 Corporate Responsibility Report 2010 Providing support in Haiti: the NPMA delegation that surveyed the pest conditions in hospitals and tent cities in Find a page Port-au-Prince
One Foundation by Initial Catering has been business, together with other Thusanang installed in Mberenga FP School NPMA members, plans to work Development Centre The catering units of Initial in Malawi, which has 720 pupils. with the Haitian government, Facilities has been actively hospital administrators and In South Africa, much of the supporting the One Foundation. local pest control companies community focus has been They do so by selling bottles of to treat medical facilities on supporting employees and One Water in their restaurants 720 on a case-by-case basis as their relatives who have been and canteens. Profits from each is experiencing different afflicted by HIV/AIDS. Rentokil these sales go towards helping pupils benefiting from challenges. The business will Initial continues its support for the One Foundation, a charity a PlayPump in Mberenga use its resources to minimise the Thusanang Development dedicated to bringing clean FP school in Malawi entry points for pests, purchase Centre, which it helped start up water to children, families and products designed to prevent by providing a 2.1 acre property communities in Africa. It does Pest Control in Haiti pest infestations in buildings, on a free of charge basis. This so by installing PlayPumps and train Haitian pest control centre’s beneficiaries belong to in villages. PlayPumps are Rentokil’s North American workers so they can properly the large community of squatters playground equipment used in Vice President recently visited perform pest control operations. in Olivienhoutbosch, where HIV/ local schools, which have a dual Haiti as part of a National AIDS affect families’ ability to purpose. As children play on the Pest Management Association work and survive. roundabouts, these pump water (NPMA) delegation, with the Rentokil will use its from deep underground into local objective of experiencing at resources to minimise From the community investment storage tanks. This means that first hand the devastation entry points for pests, in Thusanang evolved the the villages have an adequate resulting from the January 2010 purchase products Zenzeleni Trust. This is a supply of quality drinking water, earthquake. He described the designed to prevent pest colleague based initiative, whose but also the children have time to experience of the pest situation infestations in buildings, objective is to provide funds for go to school, rather than walking in the medical facilities and beneficiaries, who may be any several miles to collect water. tent cities as ‘unimaginable’. and train Haitian pest colleague, or a child or adult The first PlayPump supported As a result of the visit, the control workers dependent on a colleague, and
72 Corporate Responsibility Report 2010 The toilet twinning sanitation project helps in a variety of ways such as providing better sanitation and hygiene for Find a page thousands of families
requiring financial assistance for abused and abandoned In Australia, the businesses supported by our colleagues as a direct result of HIV/AIDS children in the Western Cape. have a continuing relationship across the world which focus on or an HIV/AIDS related illness. To gain money to help his with rainforest conservation – improving sanitation and access Support activities are organised grandmother with a hobby their work is described in more to clean drinking water. by HIV/AIDS Champions who she was interested in, he detail in the case study at the are located in every operation recently participated in a TV end of this section. in the business. In addition advert designed to attract their role includes organising World Cup supporters to the World Toilet Day 2010 fundraising, and the Western country. As may be expected, As an example, Initial Textiles Cape champions recently held his participation in this To celebrate World Toilet Day and Hygiene Services has a an annual ball with support from project distracted him from 2010, and as part of our ongoing long-standing relationship with suppliers and the business itself. his educational work, and commitment to raise hygiene Save the Children helping to The evening raised nearly £1,000 representatives of the business standards, the group’s head improve sanitation facilities in for the Trust. Events such as met with him to remind him office has ‘twinned’ 15 toilet the developing world as well these are being arranged all over he needed to take ownership cubicles with 15 new toilet as promoting a world-wide the business’s locations in South of his own responsibilities. latrines in the developing world. education campaign called Africa, and new Trustees are This mentoring has been of A joint initiative by Tearfund Mission Clean Hands. being appointed to ensure the help, and he has recently and Cord, the toilet twinning Trust can continue its activities shown improvements in his sanitation project helps in a Special Care Baby Unit – on a larger scale. educational achievements. variety of ways such as providing Eastbourne better sanitation and hygiene for The South African business is Similar work with people thousands of families, through In its Christmas Raffle, the Head also active in other community suffering from HIV is being projects to supply clean water Office raised £6,000 for charity. aspects. The business continues undertaken by our Fiji business. and portable toilets. As can be This has paid for a specially to provide educational It has recently supported the seen from previous examples, heated cot for the Special Care sponsorship to a young boy Fiji Network for People Living this initiative aligns with many Baby Unit in Eastbourne Hospital; who lives in a children’s home with HIV – or FJN+. of the other community projects for 100 vulnerable children in the
73 Corporate Responsibility Report 2010 The Gotong Royong programme targets high potential mosquito breeding grounds and rat infested areas
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Haywards Heath area to have To address this trend, Rentokil Gotong Royong activities with all branches to help residents specialist counselling sessions; Initial Malaysia has launched a other states planning their directly affected by the Mount and for three families of six with public awareness campaign on roll-outs soon. Merapi fallout. Donations a child with cancer or leukaemia the importance of maintaining were collected in the form to be taken to the Malcolm cleanliness of public areas, Mount Merapi, Indonesia of cash and goods such as Sargent House in Prestwick and reducing mosquito and clothing, blankets and other for a week’s accommodation rat breeding. As part of good Mount Merapi in Yogyakarta, necessities, and delivered with specialist care for the corporate responsibility, it has Indonesia, erupted on 30 directly to the refugee villages children, including day trips and also started a cleaning campaign October 2010 causing heavy rain, of Candi and Hargobinangun entertainment for the children. together with all of its Rentokil ash and sand to be displaced on 18 November 2010. and Initial divisions, with the aim across villages and communities Public Awareness of supporting local communities within a 30km radius. Within the The Ascott Heritage, Campaign in Malaysia through ‘Gotong Royong’, a devastated area, Colleagues Singapore community effort to foster team worried about the impact of the Deadly diseases such as dengue spirit in keeping communities eruption, especially hot lava and Rentokil Singapore conducted and leptospirosis are now a major safe from such diseases. dust on their families, homes an awareness programme threat to global public health, and office. Colleagues living on bedbugs for more than with WHO numbers revealing The Gotong Royong programme closer to the volcano evacuated 100 employees of The Ascott a doubling of such outbreaks targets high potential mosquito their families to safety, staying Heritage. The programme was in the last decade. In Malaysia breeding grounds and rat temporarily in the homes of their designed to equip employees alone, there were 32,688 dengue infested areas, with the cleaning relatives in areas such as Sragen, with a comprehensive knowledge cases with 103 deaths, and activities centred on collecting Semarang, Wates, Cilacap of bedbugs and emergency 30,455 leptospirosis cases and trashing all rubbish found and Surabaya. responses to infestations, as with 95 deaths from January to in public areas, and fogging well as provide recommendations August 2010. This proliferation of known mosquito breeding Despite their personal impact, in managing and preventing has raised public concerns about grounds. To date, five states Yogyakarta Colleagues helped bedbug infestations. community health & safety. have already implemented their to solicit financial help from
74 Corporate Responsibility Report 2010 Find a page
Through this well-responded agreed to offer their support. programme, Ascott employees Other businesses also came on now have a better understanding board including Tesco, Coca of the biology and habits Cola and Mars, helping Ryan of bedbugs, their lifecycle, to collect a total of 200 boxes. detection and inspection, He delivered them with the help ways to prevent and control of a City Link van to children infestations, and awareness on the ward. of other similar biting and non-biting insects. National Family Week
City Link Delivers City Link got the UK’s National for Young Ryan Family Week off to a flying start with the delivery of over 3,000 A teenager who spent five years fundraising packs across the in and out of hospital as he UK. The company distributed bravely battled cancer collected free of charge all the official 200 chocolate boxes for young promotional material to schools, patients on the Children’s Ward charities and other ‘not for profit’ as a thank you to the staff. organisations holding a range Ryan’s mother Michelle, who of fun family engaging events works at City Link, brought during the course of the week. Ryan’s quest to collect as many It was the second year running selection boxes as possible the company has supported to the attention of her senior the week which aims to bring managers within the Coventry families closer together. Depot and the company instantly
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Rainforest Biodiversity Projects Since the Australian businesses These contributions have Case Study in Australia and Indonesia began these programmes helped Rainforest Rescue Rainforests are widely of support in 2006, they purchase five properties in the • Collective approach across recognised as important habitats have collectively contributed Daintree rainforest for lifetime all divisions – supporting half of the species of $AUD108,000 (nearly £70,000) conservation. This equates life on Earth – but perhaps when to Rainforest Rescue’s Daintree to 21,600 square metres of • Long term activity there are such habitats on your ‘Buy Back and Protect Forever Daintree rainforest, which holds door step, individuals recognise Project’, which purchases an estimated 1,530 tonnes of • Linking colleagues, customers the issues more strongly. rainforest properties of high carbon dioxide. These protected and the community. conservation value in the properties also provide habitat Since 2006, the group’s Daintree Rainforest in North for 122 threatened species of Australian operations have been Queensland. These are then plants and animals, such as the proactively supporting rainforests protected in perpetuity. endangered Cassowary. through regular, divisional corporate giving programmes.
Ambius, Pink Hygiene and Rentokil Pest Control divisions of the group in Australia have individually and collectively supported the work of Rainforest Rescue with corporate contributions and other fund- raising programmes. These include colleague fundraising as well as Ambius’s cause related marketing scheme based on a special Australian rainforest range. 76 Corporate Responsibility Report 2010 ‘This five year long programme has been a win- win. We have helped conserve the rainforest – something that is important for Australia – and we have been able to gain the strong commitment and involvement of our colleagues and our customers to this important programme.’ Xuemei Bennink-Bai Divisional Managing Director, Asia Pacific Find a page
This year, in addition to the businesses. In its own right it The colleagues’ Workplace Case Study ongoing corporate giving is meeting an important Giving programme has been programme, the Australian need, with estimates that introduced, with an initial ‘Love businesses are introducing only approximately 6,600 a Ranga’ day at the Sydney for the first time a new critically endangered Sumatran head office, with Rainforest Workplace Giving programme. orangutans are left in the wild. Rescue representatives Colleagues will be able to Their numbers are thought to presenting details on their choose to support either a have declined by 91% since orangutan habitat projects. local rainforest programme 1900 and most of that decline The Ambius division will be eg the Daintree rainforest buy has been in the last few decades. first to kick off the programme, back project, or a new global as part of their ‘Sustainably project which helps protect the Green’ Programme, with office orangutan habitat in Sumatra, managers in each branch Indonesia. By supporting becoming ‘champions’ of the these projects, colleagues will programme, and receiving become ‘Cassowary friends’ or Orangutan Habitat programme ‘Orangutan friends’. Colleagues t-shirts and packs of information, will be able to choose to which they can then present voluntarily contribute to these Historically, these animals were to colleagues at meetings. projects directly out of their once found all over Asia, from pay, before tax, with various northern India to southern levels of giving. China and further south to the Indonesian island of Java. The Rainforest Rescue Sumatran Nowadays, orangutans are only Orangutan Habitat programme found on the islands of Borneo is new for the Australian and Sumatra.
77 Corporate Responsibility Report 2010 CR Area Action Planned for 2010 Progress in 2010
Health & Continued focus on LTA – at both group and Unsatisfactory LTA performance in Safety local levels – and increase focus on Working some five business units meant the target Days Lost (WDL) because of Lost Time was not attained Accidents (LTA) at local levels WDL introduced as a KPI across all businesses Reduced emphasis on Scorecard system Scorecard no longer used for reporting and as the focus on LTA and WDL improves assessment. However, it is still being used Find a page in operations as a measurement tool Continue roll out of ‘Success is No Accident’ ‘Success is No Accident’ programme across key operations has been extended to key businesses in Australia, New Zealand and North America. Also the Drive Smart initiative has been Making Progress in 2010 introduced across all UK operations Continue with operation of our loss-control No longer in place – focus instead on The following table reviews those key corporate incentive programme at UK level operational activities such as Drive Smart responsibility challenges we believe we are facing and for which we will be taking group wide actions. Environment Extend benchmark comparison of energy Not implemented in 2010 – focus instead efficiency across all divisions as a means has been on providing support to In addition to these challenges and actions there will of driving the energy efficiency and reduction businesses to achieve energy efficient be others addressed at divisional and country levels. in CO2 emissions practices – such as greater use of IT and GPS technology Continue the development of category Continued and individuals given management, including its focus on responsibility for sales and marketing product stewardship areas globally Marketplace Extend customer satisfaction measures Extended around the group and embedded (including CVC score) to branch level and within the monthly performance reviews add competitive analysis
Review opportunities for greater Introduced procurement category managers procurement co-ordination on a group wide and Asia sourcing hub basis on key supply categories Workplace Ensure Your Voice Counts is an Delivered and participation increased annual activity 1,497 reports and presentations delivered Build the quality of management action plans as a result of survey responses and feedback Governance Communicate Code of Conduct and new Produced in 24 languages, delivered policies and formulate training programmes to colleagues and available online 78 Corporate Responsibility Report 2010 to ensure they are embedded CR Area Identified Long Term Challenges Focus for 2011
Health & Effective health & safety management Greater management focus throughout 2011 Safety across the group to address deficient performance in 2010, and to achieve targets, especially within the five business units Scorecard will be replaced with a Branch SHE Health Check system in 2011
Extend our safety culture globally Continued development of ‘Success Find a page is No Accident’ in the new countries including France Textiles Consideration of extending Drive Smart outside UK
Our Focus for 2011 Improve risk management and encourage Continue to develop and implement The following table shows those key corporate UK businesses to take greater responsibility initiatives and ensure safety is closely for managing health & safety aligned with risk management at a responsibility challenges described in the previous business level table and identifies our area of focus in 2011 for each of these challenges. Benchmark comparison will be developed Environment Reduce our CO2 emissions in 2011 for introduction in 2011/2012
Product management Focus ongoing to improve sales effectiveness, and ensure customers’ needs are identified and met
Marketplace Ensure customer service delivery meets Launch customer promises to support customer expectations customer care agenda
Procurement activities with consistent Launch centralised procurement quality and consistency of governance
Workplace Developing colleague engagement Maintain high participation rate and in mobile operations improve engagement in City Link
Governance Enhance the understanding of Ongoing focus to ensure Code of Conduct ethical behaviours across the company is embedded across all divisions 79 Corporate Responsibility Report 2010 Short films showing colleague experiences in the workplace and marketplace – key areas of corporate responsibility for Rentokil Initial
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Inside view
Pest control market Latest technology Going that extra mile Customer commitment in expertise in the UK and team commitment in USA pest control Malaysia and Hong Kong in Australia
Providing specialist Commitment to safety Serving up great Coloured-coded training hygiene services in medical services teamwork in UK catering in cleaning services
80 Corporate Responsibility Report 2010 Short films showing colleague experiences in the workplace and marketplace – key areas of corporate responsibility for Rentokil Initial
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Inside view
Inside our textile Service and relationships Washroom hygiene Turning Australian laundry operations are key in Denmark matters in Asia washrooms Pink washroom services
The personal Importance of team- Supporting each other Rentokil Initial: Our touch counts in work in City Link and Rainforest Rescue values in action Ambius USA in Ambius Australia
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Commentary Rentokil Initial has spent another year working of areas. As a company with such a vast global towards its commitment to becoming a responsible reach and footprint stakeholders will have increasing business and actively measuring many non financial demanding expectations about how it manages this KPIs. Robust governance and board level involvement in the future and we are pleased they are working is vital if we are to achieve a sustainable future with a number of organisations including Business for people and planet. It is encouraging to see in the Community to do this. them making long-term, worldwide commitment to embedding good practice by launching a global Stephen Howard code of conduct. The report shows Rentokil Initial’s Chief Executive achievements across an increasingly broad range Business in the Community
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Feedback I hope you have found our If you have any comments Corporate Responsibility In this report we have described Report informative and would or questions about our how the group’s vision and welcome your views on this values link to the corporate or our approach to corporate activities please write to us, responsibility approaches we are responsibility in general. establishing across the group. or send us an email: We have also described how our individual businesses have made progress, particularly in Paul Griffiths customer service and colleague Company Secretary engagement, but clearly there is Rentokil Initial plc much more to achieve. 2 City Place Alan Brown As we continue to implement Beehive Ring Road Chief Executive, with the group’s strategic plan we will board responsibility for Gatwick Airport RH6 0HA constantly consider our corporate responsibility impacts and how corporate responsibility [email protected] these should be addressed to ensure we have responsible and sustainable practices throughout our organisation. A continuing priority is to ensure our Code of Conduct, together with our revised corporate policies are communicated and embedded throughout the group.
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A Australia 3, 4, 12, 19, 24, 37, C Colleague retention 4, 33, 34 Index 40, 53, 62, 63, 64, 70, 71, 73, Academies 3, 4, 34, 35, 40, 41, Calmic 55 Communications 27, 36, 39, 50 76, 77, 78 42, 43, 44, 45, 46, 51, 58, 66 Capper 59 Community 5, 13, 19, 33, 43, 58, Authorised Product List (APL) ACCA 41 69, 70, 72, 73, 74, 76 19, 20, 21, 45 Carbon footprint 15, 19, 21, 28, Accenture 35, 58 30, 31, 51, 76 Community investment 13, Aviva 27, 28, 29, 41 70, 72 ACTE 57, 58 emissions 3, 4, 13, 15, 16, 17, 18, 19, 21, 23, 28, 30, 57, 78, 79 Company Locations 12 Action Learning 36 B Advantage 53 Carbon Disclosure Competition and Baxter Healthcare SA 54 Project 16, 18, 19 anti-trust law 9, 48 AIB 59 Best Business Awards 2010 50 Carbon Reduction Complaints Management 54 Alert Driving 68 Biocidal Products Commitment 16 Cord 73 Alphachloralose 50 Directive 50, 51 Category management 12, 78 Corporate website 15, 48 Ambius 4, 5, 11, 19, 21, 24, 25, Boards CEN 46 26, 30, 31, 38, 44, 49, 54, 55, 56, COSHH 28 62, 67, 71, 76, 77 The Company Executive Board 7 Charitable donations 70 Croydon Council 49 The group’s Board 7 Ambius University 44 Chevening scholarship 71 CRRU 20, 21 11 Ann’s Angels 43 Brands City Link 3, 4, 5, 11, 17, 22, 23, Customer Account 24 26, 28, 37, 48, 52, 54, 62, 63, 65, 53 Anti-bribery 9 BREEAM Management 66, 71, 75, 79 4, 48, Ascott Heritage, Singapore 74 British Institute of Cleaning Customer satisfaction Science 41 Cloud computing 21, 22 49, 54 Asia sourcing hub 58, 78 British Institute of Facilities 41 CO 3, 4, 13, 15, 16, 17, 18, 21, Customer segmentation 56 Asset Skills 42, 43 2 British Retail Consortium 59 57, 59, 78, 79 Customer service 3, 11, 40, 48, Atlas 53 British Safety Council 64, 65 Code of Conduct 3, 4, 8, 33, 54, 79 Audit Committee 8 48, 58, 78, 79 Business in the Community 4, Customer Service Awards 54 19, 80 Colleague engagement 3, 33, Customer Voice Counts 48, 34, 37, 38, 44, 63, 67, 79 49, 53
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Index D Framework 43 Green Building Councils 24 50, 51, 52, 53, 56, 58 Daintree 76, 77 European Technology Green houses 15 Insecticides 20 Centre 20, 50 Data centres 21, 22 Green IT 21, 57 Integrity Interactive 9 European textiles Diesel 16 Interactive Driving Systems 68 processing 17 Diversity 33, 42, 43, 76 H Interior Landscaping European Works Forum 8 5, 54 DMR 28 Haiti 72 Industry Executive Development 34, 36 Don’t Look Away 65, 71 Hands on Hygiene 55 Internal Control Self Assessment System 8 Dow Jones Sustainability Hay Group 3, 34, 38 F IOSH Managing Safely Index 4, 19 Health & safety 4, 7, 8, 13, 39, Fatalities 62, 68, 71 course 66 Drive Smart 23, 68, 78, 79 42, 43, 60, 61, 62, 63, 64, 65, 66, Fiji 3, 12, 73 67, 68, 71, 74, 78 ISO 9001 49 ISO 14001 26 E Fine & prosecutions 62 Health eCheck 61 Focus for 2011 79 Highlights 5 Eco Soap 51, 58 Food for Life 49, 54 HIV/AIDS 65, 70, 72, 73 K ecologic 27 Fuel card 23 Human Resources 10, 32, Key Performance Eden 49, 54, 55, 58 33, 34, 35 Indicators 7, 15, 33, 61 Employee volunteering 13, 70 G Enablement 3, 33, 34, 38 L Geographic spread 12 I Energy 13, 15, 16, 17, 18, 21, 13, 15, 20, 24, 26 Labelling 13, 26 22, 23, 24, 28, 30, 31, 78 Go4Greener 27 Impacts Indonesia 12, 55, 74, 76, 77 Lancaster Cleaning 43 Engagement 3, 33, 34, 38 Google 4, 21, 22, 53 Initial Facilities 3, 4, 5, 11, 19, Learn Centers 44 Entotherm 5, 26, 50, 51 Gotong Royong 74 24, 27, 28, 29, 33, 38, 40, 41, 42, Learning & Development 34 Envirofresh 24 Governance 8, 78, 79 43, 61, 62, 64, 65, 66 Learning and Skills Council 41 Eteligencia 52 GPS 17, 22, 68, 78 Initial Medical Services 19 Living Leadership Green Building 24 European Qualifications Innovation 3, 5, 36, 40, 45, 47, programme 34, 36
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London Underground 29, 43 Nexus 52 Prince Charles, Prince Recycling 15, 23, 25, 26, 27, 28, Index Lost Time Accidents Non-financial 2, 3 of Wales 58 29, 56 (LTA) 4, 61, 62, 63, 78 Nordic Ecolabel Swan 23 PRISM 25 Regulatory 12, 50, 56, 57, 59 Nordic Swann Council 51 Procure to Pay 21, 22 Rentokil 2, 4, 5, 7, 10, 11, 15, 17, 18, 19, 20, 22, 23, 24, 26, 27, 34, M NPMA 72 Procurement 9, 12, 13, 22, 24, 35, 36, 38, 40, 44, 45, 46, 48, 49, Make-A-Wish 65, 71 35, 48, 56, 57, 58, 78, 79 NVQ 33, 42, 44 50, 51, 53, 54, 56, 59, 61, 64, 65, Product development 3, 7, Making Progress in 2010 78 66, 70, 71, 72, 74, 76 12, 15, 17, 20, 21, 24, 28, 48, Market sectors 11 O 50, 56, 58, 78 Rentokil Specialist Marketing 12, 36, 70, 71, 76, 78 Hygiene 28, 65 Oasis of the Seas 54 Programme Olympic 53 Marketplace 3, 13, 31, 47, 48, Resourcing 35 Oekotex 57, 58 Prompt Payment Code 58 78, 79 Revival Environmental 51 One Foundation 72 Property 15, 16, 17, 18, 42, Maximise 3, 53 One Water 72 55, 72 Revolution 19 Mayday Summit 5, 19 Orangutan 77 REWARDS scheme 37 Mission 10, 73 Q RoSPA 65 Motor Transport Qualification Credit Route Optimisation 52 Awards 2010 54 P PDA 22 Framework 43 Motutapu 71 PDR 34, 35, 38 S Mount Merapi, Indonesia 74 Pest Connect 59 R Safety First Culture 60, 64 Mouse Monitor 26, 51 PestNetOnline 50, 59 RADAR 50, 59 Safety Health and Environment 8, 15 PlayPump 72 Rainforest Biodiversity N Projects 76 Safety Zone 66 Pocket guide 8 Net Promoter 4, 39, 48 Rainforest Rescue 70, 71, 76, 77 Sanitary units 29 Policies 7, 8, 33, 48, 61, 66, 78 New Zealand 3, 12, 24, 29, 40, REACH 50 Save the Children 73 55, 78 Portsmouth City Council 55
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Index Sector Skills Councils 42 T V Wildlife Aware 20 Servers 21, 22 Talent Development 32, 34, Values 3, 4, 10, 32, 33, 36, 37, Women and Work 42, 43 SETA award 65 35, 36 38, 40, 41, 43, 54, 64 Working Days Lost (WDL) 61 SHE Award Scheme 67 Tearfund 73 Vancam 52 Working Links 43 SHE Committee 61, 68 Textiles & Hygiene Benelux 4 Vehicle fleet 13, 15, 17, 16, 21, Workplace 13, 32, 33, 34, 41, SHINE awards 40 Textiles customer segments 55 22, 29, 30, 52, 57, 68 51, 66, 77, 78, 79 Skill Pledge 40 Textiles Processing Plants Vehicle Fuel 23 World Toilet Day 73 Skills for Life 5, 33, 42, 44 (laundry plants) 4, 12,15, 17, 23, Vision 10 29, 49, 51, 56, 57, 58, 62, 64, 73, 79 Skills Pledge 40 VOCs 24 Y Thusanang 72 SKUs 19, 24 VRQ 42 Young Ryan 75 Tobruk 71 Speak Up 8 Your Voice Counts 3, 32, 33, 34, Train to Gain 33, 41 36, 38, 39, 40, 63, 64, 78 Stakeholders 2 W Training 3, 4, 9, 10, 20, 21, Warehouse hub 23 State of Service 4, 48 27, 33, 35, 36, 40, 41, 43, Waste 4, 13, 15, 18, 19, 21, 24, Z Step Ahead 41 45, 46, 48, 50, 60, 66 25, 26, 27, 28, 29, 30, 31 Zenzeleni Trust 72 stewardship 3, 12, 13, 15, 48, 78 Waste streams 26, 27, 29 Zurich 68 Stockholm 23, 24 U WasteNet 27 Success is No UK Hygiene 19, 53 Accident 61, 64, 78 Water 3, 4, 13, 14, 15, 17, 18, Universities Federation for 19, 23, 24, 56, 72, 73 Supply Chain 9, 31, 35, 47, 56, Animal Welfare 20 Well being days 65 57, 58 University of Exeter 24, 25 Western Cape 73 Sustainability 4, 19, 24, 30, 48, University of Technology, WethicA 57 56, 58 Sydney 24, 25
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