Business Comment DECEMBER/JANUARY 2021

Transport and Infrastructure CONTENTS

International Transport and Infrastructure 22 Enterprising Cleaner, Calmer Welcome to the latest issue of Business Comment. and Greener City Centre Cities are the engines of our economy, impacts the city centre making many Leading driving growth and prosperity for our businesses unviable. The number of citizens, hotbeds for innovation and unemployment claimants in Edinburgh creative dynamos of the arts, culture and is up 200% since February with over creative industries. 69,000 people on Furlough. The Scottish Licence Trade estimate up to two thirds Local And our city centre is the very heart of our of licenced premises may be mothballed city, Scotland’s Capital and the biggest or closed if the restrictions continue. force in our national economy. Potentially a loss of up to 5000 jobs. Strathclyde That is why Edinburgh Chamber, along Many hotels closed through the winter. with other business organisations, has While successful neighbourhoods are, been demanding greater action from or course, to be celebrated it must not our political and civic leaders – both at The final word in business education be an ‘either or’. Without our vibrant city national and local level – to focus on centre, what will the future of Edinburgh what they can do to help our city centres look like? We cannot be complacent and plot a recovery from the enormously take for granted continuing success if damaging impacts of the Covid-19 we allow our city centre, our most prized New Life for Edinburgh’s pandemic and the restrictions imposed to Beating Heart asset, to wither on the vine. combat it. 24 It is therefore encouraging to read that An estimated 70% of the population will St James Quarter and their billion pound live and work in cities by 2050. But the plus development aimed at reimagining pandemic has been a catalyst for a major our city centre as a retail destination has Contents and Introduction 03 shift in the way we work, travel, socialise the continued confidence of national and come together. Neighbourhoods and international retailers and hoteliers, Member Benefit 04 have benefited from the ‘buy local’ despite the huge problems we have faced messages as people work from home Chamber News 05 | 09 through coronavirus. and travel less. Communities have Inspiring Connections 11 come together to support each other Business wants to build again, to invest, and in many ways we have rediscovered to grow and we need our politicians to Chamber News 13 the values of a more cohesive society. provide the policy environment to help Strathclyde Business School is a top business Top Tips 14 The new buzz phrases are ‘the 20 us provide the jobs and opportunities school within a leading international technological minute commute’, ‘Place-Making’ and that our citizens depend on. Edinburgh New Members 15 University, recently named UK University of the Year ‘empowered communities’. Chamber, as ever, will be speaking up for businesses. Ask the Expert 16 in the prestigious Times Higher Awards 2019. All good. But our city centres do so much As a long-established, pioneering business school, to define our cities and the success they Corporate View 18 enjoy, or not. Big international brands we understand the business needs of organisations, recognise the demand and success Developing Young Workforce 20 from SMEs and start ups to global players. that Edinburgh’s unique centre has to Special Report 22 | 25 offer. This has created a vibrant city With seven international centres, we know first hand with choice, entertainment and a quality In Conversation With 26 the importance of global thinking and we continue of life that attracts talent, students, 60 Seconds | Get with IT 27 to introduce innovative business programmes and entrepreneurs, investors and visitors. bespoke executive education to suit the demands of This summer we saw a reduction in International Update 28 an evolving business world. footfall of 2 million each month in the Chamber Training 29 city centre, significantly impacting retail Liz McAreavey Our acclaimed MBA programme can be studied on and hospitality. Working from home, Chief Executive, Chamber Policy Update 31 Edinburgh Chamber a full time, part time or flexible learning basis which likely to continue to spring 2021, further of Commerce Chamber Partners 32 | 35 means you don’t have to give up the day job – or travel far – to get a world class MBA. Edinburgh’s Newcomers 38 www.strath.ac.uk/business December/January 2021 BC 3 INSPIRING COMMUNITIES CHAMBER NEWS

Local government leaders call for post-COVID Covid has shown us how to build a collaborative city recovery to be rooted in stronger, wealthier We all have to eat. Yet the pandemic meant that more people than ever before in communities, new Arcadis report finds Scotland’s capital city were not sure where their next meal would come from. As COVID-19 continues to dramatically change the way we all live, travel and behave, a new report from Arcadis has highlighted some of the key priorities for both local government and the general public, as authorities across the country look to deliver a recovery that builds back stronger communities.

To better understand what the public, local government and public sector leaders see as the top priorities for post-COVID recovery in their areas, Arcadis carried out research covering 1,700 organisations and individuals. More than 60% of local government respondents agreed that a focus on ‘community wealth building’ would help to revitalise town centres. Meanwhile, with more than 1 in 3 members of the general public calling for a prioritisation of improvements to the high street, the research highlighted a growing consensus that the recovery should be a unique opportunity for a radical rethink of how we view our communities and live our lives. COVID-19 has shown just how important the strength and resilience of our communities should be. The public opinion polling showed a clear preference for prioritising local interventions that protect and improve public health, local amenities and the environment. Amongst Creating the right homes in the right places work to understand the new landscape and the the general public, the polling showed that opportunities it could bring across business, investment in green transport and home energy Re-imagining town centres and high streets Covid shone a disconcerting light on just how baked 60 cakes for food parcels. Phoenix public sector and political leadership. Most efficiency measures to tackle climate change Putting digital inclusivity at the heart of the fragile the circumstances are of many families staff baked and bought cakes for the same importantly, we have the chance to radically ranked amongst the top priorities for local health and wellbeing agenda of all shapes and sizes. Thankfully, led by purpose. Leith Rugby Club players, many spending overall. Similarly, local authority leaders re-think how we view our communities and live that same light, many amazing cross-sector on furlough, supported the Citadel Youth saw investment in active travel schemes that Actively exploring new forms of mobility our lives. collaborations, supported by people from all Project to distribute food. Mimi’s bakers support walking and cycling, as well as measures Across all of these levers, there needs to be “We hope that through close collaboration walks of life, stepped up so that those in need donated cakes. There were pies from Jarvis’s. to increase public transport capacity as some of the most achievable short-term goals. consideration of any climate impacts to ensure between all groups involved in building back were fed. Vans from Arnold Clark. Laptops donated the recovery builds greener communities as better, the benefits of the post-COVID recovery so folk could stay in touch. Clothes, socks, The findings of the report strongly make the case well as stronger ones. Similarly, they must be RBS, for example, used their Gogarburn will extend well beyond simply bringing GDP toys, and so much more was given. In fact I for a renewed focus on implementing policies at underpinned by emerging innovative digital tools facilities and expansive client network to back to pre-pandemic levels, but will also embed probably should apologise to the many acts more of these inspiring stories in more detail. all levels of local government that strengthen and that have the potential to radically improve the access and gather food – and much more – in protect the health, wealth and wellbeing of local sustainable long-lasting change in our towns and of generosity I have missed! So many people We don’t just want to inspire and celebrate, effectiveness and inclusivity of local authority one place to be distributed to partner charities. who were facing real crisis due to Covid were communities, as well as delivering lower carbon policies and services. cities, and for the people who live within them.” as positive as this will be, but we also want Cyrenians turned their training kitchen into supported by so many others, who gave what and greener places that everyone can enjoy. to encourage all of us to ask the question: if Arcadis is now calling for greater collaboration Lord Barwell, a strategic advisor to Arcadis and a production kitchen where staff, aided by they had to people they would never know. This is a crucial time for local authorities we can collaborate so quickly and effectively between local authorities and the private sector former Housing and Planning Minister said: volunteers including furloughed chefs, were with the imminent Comprehensive Spending to ensure the unique opportunity for lasting For those sleeping rough it was a particularly when faced with a crisis, if we can shatter producing up to 1000 meals a day. Meanwhile, Review and further fiscal interventions from positive change to come from this crisis is not “The pandemic may have taken the climate challenging time. But a real cross-sector supported by donations from supermarkets, silos and break barriers with such great effect Central Government likely before the end of the passed over. debate off the front pages, but it will be back with partnership between the third sector, the City year. More than ever the private sector has an businesses, and elsewhere, Cyrenians’ in a time of particular need, why can’t we bigger and bolder ambitions. As we look to forge Council, the Scottish Government, and the essential role to play supporting local authorities Mark Cowlard CEO of Arcadis UK and Ireland FareShare operation geared up from do it all the time? We want to create a “next a successful post-COVID recovery, it is crucial private sector in the form of hotels, helped in managing these challenges and delivering said: distributing 10 tonnes of surplus food each normal”, which continues to see different local decision makers, business leaders, and over 700 people off the streets and into stronger and wealthier communities. “The spread of COVID-19 has dramatically week, to distributing 80 tonnes, allowing them sectors not as ‘foreign’ to our own world, but developers take note of this report and not only accommodation in hotels between March and To help local authorities better understand changed how communities live, travel and to deliver food for around 1 million meals as places where we can all seek to collaborate build back better, but build a healthier, greener September. In all that time, not one person how the private sector can help, Arcadis has behave. From breaking old certainties to the between March and July. Other organisations, with our fellow citizens, to keep making our staying in the hotels contracted Covid. developed a range of short- and medium-term acceleration of new trends, it has forced us to and more inclusive society.” such as Scan Academy, Broomhouse Centre, Capital City a place where everyone knows quickly adapt to new ways of living. opportunities and recommendations for a shared The full report can be viewed and downloaded Big Hearts, Fresh Start, Grassmarket project There are so many other amazing stories to that they matter, and where we all belong, recovery that strengthens communities. These and a myriad of others, all found their own tell. The Chamber’s Inspiring Communities “While some of the longer-term effects may take here. https://www.arcadis.com/en/united- whatever our story or circumstance. five ‘levers’ for a shared recovery include: years to be fully understood, there is a now a ways of getting food to those who could not and Inspiring Talent Networks will be running a kingdom/our-perspectives/recovery-campaign/ pressing need for action to rebuild our economy Embracing the principles of 15-minute our-shared-recovery-plan-for-stronger- otherwise access it. One 100-year-old woman campaign in the next few months to tell some Ewan Aitken, CEO Cyrenians and tackle wider societal challenges. We must communities communities-arcadis/

4 BC December/January 2021 December/January 2021 BC 5 CHAMBER NEWS BC ADVERTORIAL

Engineer Dr Carol Marsh awarded with OBE for Are You Outgrowing Your Accounting System? services to diversity and inclusion champions vision Growing businesses often outgrow their accounting software or legacy Enterprise that celebrates independent women Resource Planning (‘ERP’) systems that are unable to handle increased inventory and transactions, lack integration with other line-of-business applications and have Edinburgh engineer Dr Carol Marsh, who has just received an OBE for services to reporting limitations. Customers also feel pain around scalability, mobility and cloud. diversity and inclusion in the Queen’s 2020 birthday honours, wants to encourage A modern business must work smarter and girls and women to view engineering careers as a route to personal and more efficiently to stay competitive. And where professional independence. previously a business might have been able to work around the limitations of their current systems, what this year has shown is that Carol works as the Deputy Head of Electronics to consider engineering careers, those limitations are considerably more difficult Engineering at aerospace engineering company she believes that the whole industry to navigate when teams are not as centralised Leonardo and believes that working as an can benefit from engaging a richer as they were previously. Regardless of where engineer can provide women with professional diversity of individuals from different your team is located today, all of this takes independence to create solutions in a role that backgrounds, who can offer a wealth time and effort to maintain, so how can your presents stimulating challenges every day. of perspectives that ultimately business grow. However, she also thinks that many students, enhance innovation. parents and teachers still do not realise that As an engineer who has always engineering roles are amongst the best-paid Not sure if this applies to your been fascinated by other women jobs in the UK, offering a route to financial business? who have been first movers in independence. Take a minute to identify if your existing new areas of innovation, Carol has systems have what it takes to make the most software that would integrate into accounting As an all-in-one platform solution, it makes Educated in Edinburgh, Carol attended invested a great deal of time and of new opportunities. Take into consideration systems such as Sage and Exchequer to managing financials, sales, service and Tynecastle High School before studying effort into establishing a catalogue some typical signs customers experience when help businesses meet specific business operations easier and faster at a lower cost Electrical and Electronic Engineering at Napier of female innovators over the past they want to handle additional growth and see requirements that the accounting software of ownership, compared to traditional ERP University. For decades, she has pioneered century for WES, as a permanent if they sound familiar: could not offer out of the box. We have solutions and is tailored to specifically meet the new approaches to increase girls' and women's resource for STEM Ambassadors, considerable experience in building integrated needs of SMEs. Being a cloud-based solution, awareness of career opportunities. According parents and teachers across the Systems are disconnected and information applications for areas such as stock control Business Central offers faster implementation to recent research, at present women only UK. These include female engineers, is siloed and purchase order process as well as and migration from existing systems, no represent 12.37% of the engineering workforce, scientists and WES presidents from upfront hardware and software costs, Duplicate data entry into multiple systems integration into customer websites for both with only 30% of women who qualify in STEM the 1920s to the present day. Many combined with a much lower cost of ownership frequently occurs order taking and customer relationship disciplines remaining in the industry. She thinks of WES’s early members played management. And although these have worked based on a monthly, per user, per month that part of the problem is that there still isn’t a significant part in the nascent Accounting occurs in Excel and not in your well for our customers, the risk with these types licensing model and that can be accessed enough awareness about how empowering a aeronautical industries, working as financial system of solutions is that when the vendors upgrade securely from anywhere from any device in the career in engineering can be. designers, engineers and pilots in the same way that you can get your email and files Reporting is complicated and provides their core accounting systems, the bespoke 1920s and 1930s. Last year when Carol chaired the IET Scotland from Office 365. Carol said: “Engineering isn’t just a job, it is Dinner, she used the event to highlight the insufficient detailed information software integration may also need updated. All a vocation. When you’re an engineer, you’re Amy Johnson is possibly the most famous achievements of past pioneers including Radar of which results in a loss of time and revenue thinking about it all the time. If girls want to be WES member, acting as WES President from Lack of secure workflows and audit trails and an increase in cost. How can Endeavour help? Electronics Engineer Betty Laverick, Electrical increase risk independent, it is one of the best careers you 1933-1934 and renowned for her adventures as We are delighted to announce the addition of Engineer Margaret Mary Patridge and little can choose, because you get to do work that is a pilot. She qualified as an engineer and worked Inability to handle increased inventory and Dynamics 365 Business Central to our range of known Marine Engineer Victorial Drummond. So what is so different now? really exciting, you look forward to coming into hard to encourage and inspire other women Microsoft cloud-based solutions. Our Microsoft transactions from sources such as Microsoft Dynamics 365 Business Central is work every day, and you get paid good money to join the industry and become qualified. In addition, Carol has collaborated with Dr Certified team have been delivering Dynamics e-commerce designed to provide tools to better manage to do so, so you can be truly independent both Johnson achieved worldwide recognition in Nina Baker, Engineering Historian, to research 365 based solutions since its launch and in your financials, automate and secure your personally and professionally.” 1930, when she became the first woman to trailblazing female pioneers who transformed When we see these issues being raised the addition our implementation and migration supply chain, boost sales and customer service, fly solo from England to Australia. Flying a modern computing. most obvious solution to recommend would services are led by a Chartered Accountant Carol’s past roles have included working as G-AAAH Jason, she left Croydon Airport, Surrey, be to implement an end-to-end ERP business while optimising your operations. It connects with over 30 years practical experience in the President of the Women's Engineering Despite all of her achievements, Carol was on 5 May and landed at Darwin, Northern management solution that connects data your people and processes with a single, unified delivering the right information at the right time Society (WES) and the Chair of IET Scotland. Territory on 24 May after flying 11,000 miles genuinely shocked to receive her OBE award. from across the entire business to streamline solution integrated into Microsoft Office 365, so to organisations across many different types She was responsible for launching the WES (18,000 km). She said: “When I received the email, I couldn’t business processes, improve customer data can be quickly and easily shared with key and sizes. 'Female Engineering Student Conferences' believe it and all I wanted to do was shout it out interactions, and allows management to make people throughout your organisation. across the UK to put female students into Carol said: “Amy Johnson is the perfect and tell my family, but of course you can’t and better decisions. In the past, this has typically If you would like to speak with someone about direct contact with female role models in example of an independent woman who used That means you get access to current, accurate how Dynamics 365 Business Central could it’s been so hard keeping it a secret. I want to been a very expensive solution out of reach the engineering industry. She also created her engineering skills to push boundaries. data so you are making informed decisions help support and grow your organisation, call thank everyone who nominated me and what I of most small to medium sized organisations the WES 'Primary Girls Intro to Engineering' Seeing is believing, and it is more important with expensive software, new hardware and possible. For example, when a sales rep us at either our Belfast office on 028 9031 do would not be possible without the support events, which gave many girls their first taste than ever for girls and women to get to know software and then expensive migration and working from home or on site makes a change 1010 or Edinburgh office on 0131 376 0090 of my family, the company I work for, Leonardo of engineering, through activities incorporating these role models – to learn about how they implementation costs. to a customer quote, it gets reflected in the to discuss the potential power that Business everything from soldering to rocket building and faced and overcame challenges and took and the organisations I have been involved with numbers being pulled for a forecast report back Central could deliver to your organisation. coding. This annual event is now a mainstay of control of them using engineering skills. If these including the Women’s Engineering Society What have we done in the past? at the office. With more accurate information at Additional information on Business Central and Leonardo's annual STEM calendar. While Carol women managed it in the past, then there is no (WES) and the Institution of Engineering and your fingertips, decisions have a bigger impact the services we provide can be found on our In the past we would have built custom has focused on encouraging girls and women reason why they can’t in the future.” Technology (IET).” on the bottom line. website at https://www.endeavour-is.com.

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Amplifi Solutions grows team a year on from activpayroll Donates Annual Social Budget to Local Charities activpayroll, the global payroll and tax compliance specialist headquartered launching in Scotland in Aberdeen, Scotland has announced it has donated a five-figure sumo t four Roger Daynes hired as Regional Manager for Scotland to work alongside Scottish charities during the coronavirus pandemic. activpayroll has donated a combined total of Commercial Director Jamie Watts £16,000 to Maggie’s, Friends of Anchor, Charlie House and Support in Mind Scotland, with each R&D tax credit specialist Amplifi Solutions has receiving £4,000. It is hoped that the funds will grown its team a year on from launching in help the charities continue to support those Scotland. Roger Daynes is their new Regional that really need it during these unprecedented Manager for Scotland, bringing experience from and challenging times. an international career in technology, sales, marketing and growth, working in leadership activpayroll’s social committee, activ-in-action, teams at organisations including AEGON, Zurich is granted an annual budget for company and Nasdaq-listed Copart. Daynes will work events such as Summer BBQ’s, quiz nights, alongside Amplifi’s Commercial Director, Jamie Christmas parties and also organise smaller Watts, who joined Amplifi from Scottish tech gestures such as breakfast for the team on recruitment firm iMultiply in June 2019. a Friday and free fruit. With all social events Charity has always been high on activpayroll’s “With charities across the country working hard Amplifi Solutions was co-founded by Jeff cancelled for 2020, activ-in-action was agenda, since 2016, the team has raised in to ensure they stay afloat during these turbulent Drennan and Chris Maylin in Belfast in 2014, but tasked with coming up with an alternative excess of £100,000 by taking part in a range times, it is more important than ever that as a with the Scotland office growing quickly over the to give team members. Various ideas were of challenges and events. At the beginning of company, we support them in any way we can. I 2020, activpayroll was set for another year of last twelve months, around half of all Amplifi’s considered, including takeaway food vouchers, am always immensely proud of all the charitable fundraising and challenges, however when the new clients are now headquartered here. supermarket vouchers and virtual group events work that goes on across the business, especially coronavirus pandemic hit, these had to be put Amplifi’s client base in Scotland includes venture with prizes, however, the ultimate decision was the team’s decision to donate the annual social on hold, ultimately affecting the charities that capital-backed startups QikServe, the hospitality unanimous, the money that would normally budget to charity. I would urge other businesses so heavily rely on donations to survive. sector app which enables touch ordering and be spent on events would go to activpayroll’s who are in a fortunate position like us to do the payment; identity and access management chosen charities for 2020. Alison Sellar, CEO of activpayroll, commented: same this year.” platform Symphonic Software, and Aberdeen- headquartered clean energy technology group East Coast Oil & Gas. Jeff Drennan, Managing Director and Co- HMRC’s latest R&D Tax Credit statistics, Private equity firm Maven Capital Partners is one Founder of Amplifi Solutions, said: “We’re published at the end of September, revealed of Amplifi’s advocates, with Maven’s Investment excited to grow the team in Scotland, a country that Scottish SMEs made over 2,405 claims Director, Alan Robertson, adding: “At a time New Scottish HQ for Summers-Inman whose entrepreneurs continue to build a global equating to £135 million R&D tax credit funding when businesses are being tested by a number reputation for innovation, tech know-how and are in 2018/2019, with the overall figures for of external factors, it has never been more Construction and property consultants Summers-Inman has opened a new Scottish creating some leading technology companies. Scotland-based businesses as a whole at 2,925 important for them to continue to innovate. A Most of these businesses are in the SME sector claims equating to £235 million in R&D tax credit number of Maven investee businesses conduct headquarters in Edinburgh as part of a strategic growth plan north of the Border. and are innovating every day, which means they funding. In the UK as a whole, £5.3 billion of high levels of ongoing R&D as part of their day-to- have the most to benefit from the R&D tax credit day operations and it is encouraging that they are Located on the west side of the city, the new The new Scottish HQ has seen a significant R&D tax relief support was claimed in 2018/19 incentive.” able to get support for this important investment state-of-the-art office measures over 2400 investment in office furniture, technology and equating to £35.3 billion of R&D expenditure. by making use of the R&D tax credit incentive.” square feet and is considerably larger than the the latest audio-visual equipment. Drennan added: “Getting Roger on board, in company’s previous base in the capital. Roger Daynes, Regional Manager for Scotland at “It not only provides much better facilities for addition to Jamie joining the senior team last The move to larger premises has been made our staff, but is also a much more modern and year, gives us a wealth of advisory talent at a Amplifi Solutions, said: “Being part of the Scottish About Amplifi Solutions to help meet rising demand after a series of presentable commercial office space,” said time when government support has never been diaspora in North America and the Middle East Amplifi Solutions provides an end-to-end R&D significant contract wins, with the professional Mr Cheatley. “Like everyone, when lockdown so high, nor so essential. For our new Scottish allowed me to see how highly rated the nation tax credit service from a team of qualified is when it comes to all things tech. At Amplifi surveyors planning further growth in 2021. was announced we switched to home working clients, we are highlighting areas of innovation accountants, data analysts and technical and have been able to seamlessly facilitate Solutions I now have the chance to work with within their business they didn’t even realise experts who guide clients through the entire The expansion into a new main office at New that due to recent investment in our IT and qualified, which is opening up a new R&D tax many of our most dynamic businesses and help claim process, from innovation discovery, data Mart Road with its improved open-plan facilities communications systems, with a cloud-based relief avenue for businesses of all sizes and them to harness their growth aspirations and analysis, case study writing and submission of and IT connectivity, comes after nearly seven system and remote access facilities. sectors across the country.” potential.” claims. Amplifi has built a trusted reputation years at nearby Craiglockhart Avenue. “We work much better collaboratively so in the marketplace with clients, accountants, Aynsley Cheatley, Regional Managing Director investors, advisers and HRMC. although we can work from home, our new “Being part of the Scottish diaspora in North America (Scotland) said: “ base will eventually allow us to do that. I don’t “We’re delighted with the new premises. It’s in see us returning to full-time office working in the and the Middle East allowed me to see how highly a more commercial area, close to a number short term but do envisage more flexibility in with Leith-based Nutrend supplying the rated the nation is when it comes to all things tech. At of our clients and can accommodate future how we operate going forward.” furniture. They also used their own in-house skills to design, specify, procure and manage expansion. Due to recent contract successes Summers-Inman supported local businesses the office fit-out and refurbishment works, with Amplifi Solutions I now have the chance to work with there is a need for a larger space. We have more for the fit-out of the new office. Local contractor project management overseen by Associate capacity than our previous office which allows MPACT undertook the refurbishment works many of our most dynamic businesses and help them us to accommodate our future growth plans.” Director, Michael Pollock. to harness their growth aspirations and potential.”

8 BC December/January 2021 December/January 2021 BC 9 CIRCULAR ECONOMY MEMBER BENEFIT

Meet the Mentor Oliver Tidman, Founder and Managing Director Tidman Legal offers his Circular innovation that gives you a warm feeling expertise and guidance to mentees so they can go on to develop successful If you’re concerned about the environment and ethical business, then Midlothian- businesses and become leaders of the future. based Sisaltech should certainly give you a warm feeling… We are living and working in unprecedented times. With the current coronavirus restrictions, meeting face-to-face may no The company is breaking new ground in “The base material of all of our insulation for start-ups and for established companies longer be an option but support remains creating a natural, environmentally-friendly products is sisal, a highly sustainable fibre crop creating new and innovative products and available. insulation material to keep homes warmer which is grown by small-scale farmers in east services. (and quieter) in a way that does not add to the Africa.” Often we think of business mentoring as a John added: “Providing you have company production and use of plastics. formal process, but a business mentor can be “ We buy sisal fibre from small farmers co- directors and managers who can think outside someone you catch up with over a coffee and The company is bucking the insulation trend in operatives in east Africa for a fair price, import the box and are not totally stuck in their ways, a video call as regularly as you like for a casual using no oil or plastic in the production of their the fibre in the lowest carbon way possible, then it should be highly possible for all sectors chat. When people see you in your natural material, using instead the sisal fibre grown in then blend it with other circular economy fibres and businesses to sit down to think about their habitat it adds to the sense of trust that is East Africa and bought at fair price from small (recycled wool, recycled blue jeans etc) to activities and what they could do differently. required for a business mentoring relationship farming co-operatives. create a much lower carbon product than any “A good starting point would be to think about to work. If you are a business owner or leader, of our mainstream competitors. In our ultimate And they are determined to re-use Sisal everything that comes in the door. What your everyday life is about mentoring – in circular economy product, the sisal is made into products, such as sacks used to transport materials are you consuming, how sustainable the sense of creating an environment where coffee sacks in Africa and used to transport the coffee beans, to ensure their product is playing are they, were did they come from, and could people can thrive, where they feel safe and coffee beans to Scotland. After the beans are its part in creating a more Circular Economy there be a better and maybe recycled source” secure and able to develop. roasted we then shred the sacks to create the and working with the Circular Edinburgh base material for our insulation.” “Then think about how you are processing Mentors enjoy opening up and sharing stories project. those materials, it could be as simple as from their own business experiences that can “There are some other companies also A circular economy looks to keep the flow of changing from using nails to using screws often inspire new ideas or change your way of producing natural fibre insulation products, materials and products within the economy for so that at the end of life a product can be thinking, helping your business be nimble and e.g. sheep’s wool insulation, or wood fibre as long as possible, extracting the maximum disassembled into its component parts for innovative. I’m very honest about my mistakes insulation, but they all still use a plastic-based value from them whilst in use. reuse or recycling instead of going into landfill. and that can provide some of the biggest binder to hold the insulation together. We were Think about your packaging.” learning opportunities for a mentee. Having a not willing to follow this practice so developed The Circular Edinburgh project is supported business mentor can provide entrepreneurs our own starch-based binder as a more as part of Zero Waste Scotland’s Resource “And finally, when your product goes out the with invaluable insights and support that can sustainable and fully biodegradable alternative.” Efficient Circular Economy Accelerator door are you saying goodbye to it for ever? Do ultimately transform business performance. Programme, which will invest £73m in circular you really want to be the designer of a linear your skills, or a sounding board to bounce “Finally, when you are installing insulation economy and resource efficiency projects, process where you have no control over what As a business owner, your skills are constantly ideas off, Edinburgh Chamber of Commerce’s you inevitably have off-cuts. In the case of thanks to support from the European Regional happens to your product at end of life?” developing. Turning to a mentor for guidance Business Mentoring programme is mutually mainstream insulation products these go Development Fund (ERDF). This programme and support is a great way to add to your rewarding and I would strongly recommend to landfill and can take 200-400 years to For further information please visit https:// provides funding and support for small and skillset and discover how to improve your getting involved. decompose. Our off-cuts can go in your www.edinburghchamber.co.uk/circular- medium sized businesses in Scotland to be business strategy in many areas. Your brown bin for industrial composting and in the edinburgh/ or contact Mayan Grace or Lauren If you’re interested in getting involved in our more resource efficient and create a more mentor will be able to provide one-to-one longer term we are considering a way of our Ridgley on 0131 221 2999 (option 5) or email Business Mentoring Programme we would circular economy. expert support that focuses on your specific customers returning the offcuts to us to be love to hear from you. For further information [email protected] challenges. John Ferguson of Sisaltech said: “The majority shredded and recycled into new insulation.” on our Business Mentoring Programme, of insulation products on the market are oil or Whether it be a catalyst for new ideas, a door please call 0131 221 2999 or email Sisaltech are working proof that the Circular plastic based and are themselves very carbon to new and exciting opportunities, developing [email protected] Economy offers huge opportunities, both intensive to manufacture.”

10 BC December/January 2021 December/January 2021 BC 11 BC ADVERTORIAL CHAMBER NEWS

Trading Standards Analyst First to Achieve the New The Edinburgh Football Show Level 6 Diploma in Intelligence Management Broadcaster David Tanner has launched a football programme focussing on the capital’s three senior football teams. The Edinburgh Football Show is a weekly Intqual-pro would like to congratulate Paul “Taz” Taylor, Regional Analyst for podcast which promises to be the new voice of football in the city. the National Trading Standards Intelligence Team (London Region) on being the first intelligence professional to successfully complete the new Level 6 Diploma in Intelligence Management.

The qualification, regulated by ProQual highlight areas of improvement.” Awarding Body was developed in 2019 to Ash Shah, Interim Head of Regulatory Services offer a route of progression for the thousands and Intelligence Manager for London Trading of analysts who have undertaken the Level Standards stated: “Firstly, congratulations to 4 Higher Diploma in Intelligence Operations Taz on this brilliant achievement which has not Analysis and have moved into managerial only benefitted him personally, but also greatly positions across the Intelligence community. supports the intelligence function for London Trading Standards and myself, so it is a big Taz Taylor, with previous military and law win-win all round. enforcement experience, is a well-known figure within the regional and national Trading When Taz joined our organisation, he bought Standards community. a lot of experience and knowledge with him from an intelligence perspective and since Commenting on the programme, Taz stated: then I have seen him grow both in terms of his “It has provided me with different thoughts profession as well as taking a more strategic and approaches for various intelligence tasks and rounded stance. within my organisation both regionally and nationally. It has taught me to be more critical One of Taz’ strengths is that he is very in my thinking especially when planning tasks passionate about intelligence and the benefits for my assistant as well as understanding it can bring to law enforcement and to that what Strategic and Tactical management are end, he has been instrumental in promoting seeking to achieve. the intelligence qualifications within our region and we are now ready to put through the third An Edinburgh Chamber member since 2016, Hearts and Hibs fans! The capital is still home An improved understanding of Risk cohort of Intelligence level 4 apprentices. David produces and presents the show, which to two sizable clubs and the country’s oldest Management when applied to Intelligence showcases Hibernian, Hearts and Edinburgh City. city derby. This market is underserved, even With the massive changes that we have had to processes has also benefited me and my ignored”. organisation and has allowed for further make during this pandemic, Taz has adapted The Edinburgh Football Show is now available as decisions to be made as to what each local and used many of the strategies learnt through and many of our managers lack specific a value sponsorship and partnership opportunity The show’s launch coincided with October’s authority may be able to achieve going this the level 6 qualification to implement training that allows them to be adaptable within for the business community in the Lothians. derby and features stars like Steven Pressley, change in order to meet very demanding that environment, or we also see experienced Derek Riordan, Andrew Driver, John Burridge, forwards. I have also used some of the As the host of the Edinburgh Chamber of acquired skills and knowledge to influence circumstances. Finally, this new qualification is managers come from other sectors and Dave McPherson and Colin Cameron. professions that struggle to adapt. To be able Commerce Business Awards and a TV the regional management teams in relation testament to his hard work, great attitude and “Viewing figures illustrate that club-focussed to offer a degree level qualification specific to presenter on Sky Sports, BT Sport and Hibs TV, David is studio presenter of Hibs TV’s live to available tools that will assist in intelligence commitment to always improve. programming is the future of football intelligence managers is a huge step forward David is a familiar face to members. His voice coverage of games this season – for the first and investigative information capture and broadcasting. The Edinburgh Football Show Intqual-pro Director of Training, Barry Searle in the professionalisation of our sector. The is heard on radio across the UK on TalkSPORT, time every match is broadcast live to fans in has been born in that new media world. development. said “This is a fantastic achievement for Taz, fact that it is focused on the actual workplace as a Scotland correspondent. the UK on club as the pandemic has closed The tasks and assignments in the course are his academic engagement was excellent application of management and impact of the stadium: “I’m really proud of the quality of “We’re featuring footballers who matter in As a national broadcaster based in Edinburgh, Edinburgh and getting their expert take on thought provoking and provided me with new throughout and the quality of work submitted activities goes beyond academic theory and The Match on Hibs TV. Easter Road chairman he’s aware of the gap in the market for quality current local football issues and enjoying processes that can be used going forward, was some of the best that we’ve seen. The really gives the manager confidence in their Ronald Gordon, a TV executive in the US, has effectiveness, we are very much looking programming about our SPFL clubs. David said: great stories of their glory days. The response They also assist in the reflective practices at feedback shows that the qualification clearly given Greg McEwan, Head of Marketing and meets sector needs which was our primary forward to the continued development and role from a growing audience tells me we are all levels involved in the Intelligence processes “I understand that broadcasters in Glasgow or Brand Partnerships, the budget and support to driver with this first cohort of intelligence out of this qualification”. onto a winner. We hope that local businesses within my organisation such as inspiring London need to focus on the numbers and that deliver this programme. managers. and brands will join us and engage with our consultation with Subject Matter Experts in the For more information on the Level 6 Diploma in means the Old Firm, but that’s of no interest to listeners”. creation of Collection Plans, Intel Requirements, Intelligence professionalisation is still a Intelligence Management, visit www.intqual- Strategic and Problem Profiles to assist relatively emerging concept and whilst we have pro.com/qualifications/intelligence/level- You can hear The Edinburgh Football Show recommendations. structured development in place for analysts 6-diploma-in-intelligence-management or wherever you listen to your podcasts: Apple, and management in intelligence environments, contact [email protected]. “Viewing figures illustrate that club-focussed Spotify, Acast, Spreaker, Deezer. Ask Alexa or I thoroughly enjoyed all the modules and it it is something that I believe has to date, been your smart speaker for The Edinburgh Football has provided me with more confidence in the overlooked. programming is the future of football Show podcast. Contact David on work I undertake across the whole Intelligence [email protected] environment. It has enabled me to conduct Leadership and management styles in these broadcasting. The Edinburgh Football Show evaluation on my organisation and myself to conditions and considerations are often unique Follow on Twitter and Instagram: has been born in that that new media world.” @davidtannerTV @EdinburghFooty

12 BC December/January 2021 December/January 2021 BC 13 TOP TIPS NEW MEMBERS

TOP TIPS ON: CYCLING TO WORK WITH CONFIDENCE WELCOME TO OUR NEW MEMBERS Name: Dionne Phipps-Clancy Horizonally Merry Go Round Edmundson Electrical Business: Sustrans Scotland Title: Way to Work Project Officer

Why active travel works Packing supplies Over the last few months, we’ve seen the and picking number of people cycling in Scotland accessories www.horizonally.co.uk www.merrygoround.app/merry-go-round-merchant/ edmundsonsighthill.co.uk increase dramatically. The Covid-19 The right accessories pandemic has encouraged us to explore our will keep you local areas and created an opportunity for comfortable and safe The Christmas Decorators Out Scotland Freakworks more people to try getting around by bike. on your commute. These include a bell, Whether we’re working from home long- helmet, mudguards term, or looking for new ways to commute and reflective clothing. to work, it’s more important than ever to fit Luxury add-ons such activity in our daily lives. as mirrors will make moving in traffic less How to start your journey daunting, and pannier You don’t need much to start cycling. Just a bags or a basket will www.thechristmasdecorators.co.uk www.freak-works.com bike and the willingness to give it a go. help take the weight out of most loads. But there are lots of resources out there that can help equip you with the skills and A compact stock of MB Media Par4 Walker Creative Video Production confidence to get out on your bike. essentials such as lights, a pump, a lock, Whether you’re in the office or working from tools and a puncture Dionne home, we’ve put together our 6 top tips for repair kit are also must- Phipps- Clancy cycling with confidence in the coming year. haves.

Work with the Map your route Keep it secure Planning your route helps you know what weather You should always keep your bike locked www.wearemb.co.uk www.wlkr-creative.co.uk to expect. Are there hills to get around? Can The weather in Scotland can be busy roads be avoided? Often there are unpredictable at the best of times, so it pays securely, even if your workplace provides multiple routes available, each with pros and to be prepared. A hat with a thick pair of protected cycle storage. Firmly attach your cons. Cyclestreets and Ordnance Survey are gloves and socks will keep your ears, fingers bike to an immovable object, such as a bike Moment Agencies Cash Flow Manager Seg Pack great tools for linking up with local traffic- and toes frost-free, while a good set of stand or railing, with sturdy D-lock. This can free connections and the National Cycle waterproofs will ensure you stay dry through be used in combination with a cable lock most downpours. Also, consider wearing Network. to ensure any quick release parts, such as several thin layers instead of one thick coat to prevent overheating. the saddle or front wheel, are protected. Our Get road smart with cycle ‘Bike Security Advice’ log can help protect training Keep your bike in good shape your bike from theft. Skills such as good road positioning, Your bike will last longer if you care for it Follow the directions www.momentagencies.com www.cashflowmanager.co.uk www.segpack.co.uk signalling and visibility are invaluable when properly. Regular checking and cleaning will wheeling around, especially on roads. help avoid the need for costly repairs and Way to Work is an online tool to help Knowing these will boost your confidence ensure your bike runs smoothly. Get into the employers promote active travel in the and help keep your journey safe and habit of performing a quick ‘M check’ before workplace, with information on funding, Schroders Personal Wealth Team Jak Foundations Would you like more enjoyable. Cycling Scotland offers an you start your commute. training, support and awards. information on joining Essential Cycling Skills training course in Should you find yourself with a puncture, You can also take part in our annual Scottish the Chamber? three parts, covering beginners through our How to Repair a Puncture’ video should Membership prices start at only to experienced riders. Short videos are help you find a fix. Our guide on ‘How to Workplace Journey Challenge in March 2021 £25.80 per month.Please contact us available on Level 1, Level 2 and Level 3 to Clean Your Bike’ will also help you protect are that encourages workplaces to commute by help build your knowledge. against component wear and damage. foot and wheel wherever they are. for more information. Richard Ellis Head of Membership, www.spw.com www.teamjak.org.uk [email protected]

14 BC December/January 2021 December/January 2021 BC 15 INSPIRING CONNECTIONS BC ADVERTORIAL

Edinburgh’s engaging events calendar 2020 has been a year like no other for the Chamber events team. Since March the team have delivered over 90 virtual event sessions ranging from business support sessions, high level business briefings to cook-along classes and quiz nights.

Houses of Parliament to Engage in Behavioural Detection Training

Ian Andrew Marchant Kerr 27 November 2020: An innovative behavioural detection programme developed by one of the UK’s leading learning and development consultancies

Last month our events calendar saw the return Last month we launched our ‘Sustainable former Chief Executive of SSE plc for a will be delivered to delegates in Houses of Parliament. of one of our most popular events adapted to Recovery’ panel series with the first event leadership session led by Andrew Wilson of be delivered virtually, Speed Networking. This in this series focusing on Infrastructure and Charlotte Street Partners. Ian shared many In partnership with Critical Cinema, a has helped organisation’s in a multitude of Engaging in good behavioural detection fun, fast paced and energetic event provides Development. Stakeholders from Openreach, challenges and lessons learned throughout his producer of film-based e-learning, MaST have sectors give employees the confidence to practices across an organisation is a vital delegates with the opportunity to virtually meet Turner & Townsend, SP Energy, Arcadis and long-standing career in the energy industry. been commissioned by Houses of Parliament assess the baseline of average behaviours part of keeping that organisation strong, and new contacts, one business professional at Murray Estates Limited formed the panel Later this month we will launch our ‘Future to deliver their Behavioural Detection Analysis and spot those which are out of the ordinary each trainee plays a vital role. Even with all the time. We will be running more ‘Virtual Speed and discussed the support required at both Edinburgh’ series with the first session focusing course. The delivery of the course will provide and conduct an initial resolution conversation. technical and AI support available nowadays delegates with the confidence and capability Networking’ sessions in December and local and national level to support economic on Smart Cities. This session will host key Houses of Parliament will be the latest – CCTV cameras, facial recognition – nothing to both identify anomalous behaviour and act throughout 2021, so be sure to get involved! recovery. leaders from the City of Edinburgh and further organisation to benefit from the immersive is more effective at recognising human on their observations. afield, with this first webinar welcoming Elaine film-based course, after recognising the behaviour … than a human themselves.” November saw us welcome the team behind It has been a challenging time for many organisations, and with this we created a Doherty of City Fibre, Phil Cragg of Deloitte The entry-level course was developed by significant training opportunity it represents. the incredible development taking place on our both MaST and Critical Cinema to enable the MaST is the UK’s longest established safe space for knowledge transfer and idea and Jordi Ortuño Ribé, Innovation Manager at Brian Mitchell, Managing Director at MaST, doorstep, St James Quarter. Delegates were opportunity to learn from hindsight in this learning and development consultancy. sharing amongst our members. Our ‘Chamber Barcelona City Council. Keep a look out for our commented: “We are extremely proud to have updated on the project’s impressive progress crucial area of responsibility, whilst delivering Delivering global immersive and experiential Connects’ sessions encourage members to Festive Tea Break and have your Christmas been approached by Houses of Parliament and experienced a virtual fly-over of the vibrant an increased understanding of how to build learning solutions, their expertise was share ideas, work out solutions and discuss jumpers at the ready, we can’t end 2020 to deliver this e-learning programme. Unlike destination showcasing the 85 retail outlets, 30 an organisation-wide culture of involvement in recently highlighted when they became a any challenges that their organisation may be without an event spreading a little Christmas others, the Behavioural Detection Analysis restaurants, two hotels and cinema; creating risk mitigation and resilience. Qualifications Network (QNUK) approved facing at this time. cheer! course empowers trainees to learn from an inspiring and attractive hub for locals and With relevancy to all crowded environments, experience as they watch potential real-life centre. visitors to live, shop, eat, sleep and play. We most recently welcomed Ian Marchant, Looking into the New Year, we will hear from including airports, rail stations, venues or scenarios portrayed right in front of them by Critical Cinema are a producer of streamlined Andrew Kerr, Chief Executive of Edinburgh retail businesses, the e-learning programme our specialist actors. City Council as he updates us on the plans for solutions for the security sector, with key “It has been a challenging time for many our City, and we will be launching Edinburgh’s learnings embedded in 10-minute episodes first virtual Business Festival (more on page “We are extremely proud to have been of a drama series followed by assessment organisations, and with this we created 26). You can keep up to date with the range of modules. business support webinars and virtual events approached by Houses of Parliament to a safe space for knowledge transfer and we have coming up with our events calendar on our website www.edinburghchamber.co.uk/ deliver this e-learning programme.” idea sharing amongst our members.” events/.

16 BC December/January 2021 December/January 2021 BC 17 ASK THE EXPERT BC ADVERTORIAL

Driving Change: The Future of Public Transport

Who could have imagined how the events of 2020 would change people’s lives around the world so dramatically and so quickly. COVID-19 lockdown measures which kept people at home, restricted their travel and introduced social distancing have turned our daily routines upside down. Fiona Doherty

As a bus company providing essential public transport services, operating during the lockdown and restrictions meant that we had to adapt and redesign our services within days and the impact on our business has been extensive. Overnight when the nationwide lockdown was introduced in March, we saw a dramatic drop of around 90% of bus passenger numbers as the Government instructed people to avoid public transport and social distancing rules came into force. 74% of public transport journeys are made by bus in Scotland so that’s a reduction of 350 million passenger journeys. I was very proud of the whole team at Unlocking Potential – there is great wisdom in Stagecoach who were incredibly flexible and allows passengers to determine which services clearer and we must learn from this. Priority accommodating as we quickly changed our starting your journey to success one step at a time are quieter than others before they leave the running ensures efficient and reliable bus bus services to ensure that key workers had house so they can plan journeys. With new services. Not only that, but the improvement reliable transport available to get to their vital rules and ways of working changing, we used to air quality with reduced traffic volume and The Academy of Executive Coaching (AoEC) offers a broad portfolio of services jobs. visual briefings to show passengers what to congestion was clear. The introduction of and training in executive coaching no matter where you are on your journey. The safety and well-being of our people - as expect when they get on a Stagecoach bus, the £500m Bus Infrastructure Fund from the well as the customers who use our services promoted contactless payment methods and Scottish Government is about supporting this 1. Discover coaching is used and how it can be applied in “I arrived on the AoEC Practitioner Diploma - remains our number one priority and also used videos showing our rigorous cleaning modal transition. your line of work. with a degree of trepidation. I didn’t know what If you would like to discover more about throughout this we have not compromised on and hygiene processes. kind of people I would meet, and I wasn’t too The changes as a result of Covid-19 have of coaching and training to develop your “The AoEC Coaching Skills Certificate delivered that. We work hard to look after our drivers, sure how I was going to formally learn how to We know that safety during the pandemic is a course accelerated issues that we knew were coaching skills or how to become a qualified engineers, cleaners and office staff by making everything I hoped for and more. I was hoping be an executive coach. I wasn’t at all prepared big factor for a lot of customers to allow them already affecting our business, for example coach - come along to a free virtual Open sure that we have everything in place to ensure to learn to run coaching conversations with my for the journey that lay ahead. The depth of to travel freely and confidently and we strictly our high streets have been badly affected with Event. Hosted by AoEC Scotland Faculty you their safety as they went about their essential team members and to improve my listening respect I feel for my colleague learners and the adhere to the hygiene, face coverings and many people changing their shopping habits to will discover a little more about coaching, jobs during the pandemic and now as we skills and I absolutely achieved that. The trainers started on that first day and has grown social distancing protocols set out for public online, and bus journeys that used to be made hear from a graduate from a past Practitioner support the local communities during the facilitators were excellent and got the pacing over the time we have had together. I dug deep, transport. are now no longer being taken as people are Diploma programme and have your ongoing restrictions. just right.” I was exposed, I learned an incredible amount advised to work from home. opportunity to ask your questions. Looking forward, like many businesses we Tom Foster-Carter - Lillypilly Limited about myself and how and, most importantly, It was not only our bus services that needed to face big challenges ahead but there are also so Buses still remain a critical part of our local Register for your free place at AoEC why I am a coach. The community that has change, but how and what we communicated many opportunities. The role bus has to play communities in Scotland and we want to Scotland Open Event on 3rd February at 26th and 27th January 2021, virtual sprung up in our cohort is one that I believe to our customers. We moved quickly to push in getting the economy moving should not be continue to provide safe, green, and reliable www.aoec.com/events will stay with me through my continued shift innovation within our business processes and underestimated. During lockdown the benefit public transport. For the past 40 years 3. Digging deeper into this new career. I believe that if you bring introduced a ‘busy bus’ feature in our app which of less congested roads couldn’t have been Stagecoach has been a trusted part of the your whole self to this journey that you will 2. Delve If you are exploring your options on training to learn a huge amount and emerge prepared to fabric of daily life. We connect people with If you are looking to gain a deeper become a professional coach the Practitioner embrace executive coaching as a career or as their jobs, bring customers to high streets, understanding about coaching and develop help young people access education and Diploma in Executive Coaching could be your a new string to your professional bow.” “I was very proud of the whole team at Stagecoach who these skills so that you can incorporate them build new skills, and draw families, friends and answer. With our triple-accredited programme, into both your professional and your personal Graduate from the Practitioner Diploma in communities together. We hope that we can this four-month experiential diploma enables were incredibly flexible and accommodating as we quickly life, the two-day Coaching Skills Certificate is Executive Coaching, AoEC Scotland continue to ensure that our customers are ideal. This programme combines theory and you to develop your own coaching model as changed our bus services to ensure that key workers had confident about using our buses both now and Starting 27th April 2021, virtual participation to allow you to practise coaching you deepen your expertise of coaching and in the future. reliable transport available to get to their vital jobs.” skills in person, gain insights into how coaching techniques. www.aoec.com

18 BC December/January 2021 December/January 2021 BC 19 BC ADVERTORIAL Exploring what makes the customer relationship tick Whenever I think of the dynamics of the provider-to-customer relationship, my mind inevitably goes to the infamous Two Ronnies’ “Four Candles” sketch.

That back and forth between what the customer expects, what the provider understands, and the exasperation on both sides when it goes wrong. The reason we all love that sketch so much… besides the misunderstandings and the general outrage of Ronnie Corbett…is that we can all relate to what is happening. Now of course shops have changed a lot since the sketch was written (although Coronavirus has turned back the clock in some). But how often have you gone into a shop looking for something only to find it hidden in an unexpected place? Or asked a question on live chat and spent more time explaining what you mean than you do getting the answer? It’s the same as asking for “four candles” and getting “fork handles”—a level of frustration and Sales The obvious one is, of course, complaints. If you get a lot of complaints, especially sweary confusion on both sides of the counter. The first is probably the one that is the easiest complaints, you know something is going to get solid information about (at least if you So how do you as a retailer or have a good CRM system). Looking at sales wrong. But that really belongs under the “survey” heading in the past section. service provider prevent this? patterns and performance will tell you where your customers are spending their money. Voting with The “swearing” I’m actually referring to here from The answer is simple, but the process to actually their wallets, as it were. implement it is anything but. your team. When the sales go down in a particular area, you You need to really put yourself in your know your customers aren’t seeing the value If your customer facing teams are frequently customer’s shoes, understand where they are anymore (or at least not as much). When sales frustrated with your customers, it’s a good coming from and what they expect from you. go up or stay consistent, you know the value is indicator that something is going wrong with Think about Ronnie Corbett, he only stopped the being felt. Although you can’t take it for granted your customer relationship. Pay attention to this endless cycle of frustration by snatching Ronnie that high performance will always stay high, sales and try to find out where things are going wrong. Barker’s list. data will give you the broad strokes of how your Think about Four Candles one last time, He found a way into his customer’s brain. customers are feeling (and expecting from you). Ronnie Barker may have felt ambivalent about Now that’s easy when someone walks in with a his shopping experience, but Ronnie Corbett list. But the real world isn’t usually so obliging. Surveys certainly didn’t. And if his frustration got carried The second S of customer relationships is over to every other customer interaction he And let’s be honest, it’s not just about preventing going the direct route and basically asking your frustration. These people are your customers. had that day (and if those interactions followed customer for their shopping list. Or rather, asking similar paths), it doesn’t take a genius to work They pay your bills and give your business (and them how they feel about their shopping list out that this will affect his sales. And the value your employees) purpose. Most, if not all, of your following an interaction with your team. business’ goals revolve around them. his customers are placing on them. Did they get everything they wanted? How did They expect value from you, your team, and your they find the service? Will they be coming back? So my advice? product or service. Imagine a little survey at the end of the Four Pay attention to what your customers are And the only way to give them that is to Candles sketch…was Ronnie Barker happy with doing (sales) and saying (surveys), but also understand what value they expect: What is on his purchases? Probably. Was he equally happy listen to how your team is feeling (and if they’re their shopping list when they come to you? about the service? Possibly not. swearing). This direct method will give you an idea of what Getting that shopping list from your customers think and how much they value These three things will give you a window into what you are doing. customer relationships and what you can do to your customers improve them. Aside from asking your customers for a list (or But keep in mind that most people often only grabbing it out of their hands in frustration), how respond to surveys if they’re REALLY happy www.opencrm.co.uk do you find out what your customers actually or REALLY angry. So those in between people will have to tell you how they’re feeling via their want from you? Graham Anderson, is the CEO purchases. In my experience, there are three key places and founder of OpenCRM, to look for this information. I like to think of one of the UK’s leading them as the Three S’s of customer relationship Swearing customer relationship management systems. management: Although you’ll get a feel for how angry your customers are if you are carrying out surveys, 1. Sales, there is another place to look for negative 2. Surveys, and feelings about the value of that customer 3. Swearing relationship.

December/January 2021 BC 21 SPECIAL REPORT: TRANSPORT AND INFRASTRUCTURE Cleaner, Calmer and Greener City Centre One thing the last six months has taught us is that we have a real capacity to adapt to necessary change.

Councillor Lesley Macinnes enthusiasm for walking and cycling as we plan for the city’s green recovery from the pandemic. Transport and Environment Convener for City of Edinburgh Council Our ambitious Spaces for People programme Many of our working conditions have been has introduced pop-up cycle lanes and widened transformed and so too have our social pavements in many locations across the city interactions, our weekly shops and exercise to give pedestrians, wheelchair-users, people regimes. with prams and cyclists space to move while physically distancing. We’ve created more room One very visible change has been the difference in local shopping streets to help people spend in travel habits amongst residents and time and visit businesses safely. And measures commuters to the city. During the early days around schools and on arterial routes support of lockdown traffic quite literally vanished people travelling by foot, bike or wheelchair on from our roads as offices, shops, cafes and the school run, or to get to work. restaurants shut down. We’re currently carrying out a wide-ranging One of the few silver linings of this extremely have more people walking as their main mode like West Edinburgh Link, City Centre make sure they’re prepared. group of people to cycling too, with a year-on- study into the impact of Covid-19 on people’s of travel – 34% compared to a national average Transformation and the City Centre West to year growth in users of 119% since 2019. Over challenging situation has been a surge in travel to work, and I’d like to thank the many Of course, these are bold, high level plans but walking and cycling, as a result of quieter, of 19.8% - and our award-winning public East Link will create people-focused routes and the summer a ‘first 30 minutes for free’ offer employers who contributed to date. The areas, where cycling, walking and wheeling is they’re on the near horizon. Not only will they safer streets. At the height of restrictions over transport companies are amongst the most- proved extremely popular while discounted information gathered so far, which is still being safe and accessible. help residents and visitors traverse the city on summer there was an average increase of 30% loved in the country. But recently, two-thirds of four-month passes helped encourage even analysed, will be invaluable to our own planning respondents to our City Mobility Plan backed foot, bike or wheelchair but they will open up in cycling journeys across the city, while more Research shows that improved public spaces more people to try out cycling longer-term. for the city’s recovery, and to assist employers our ambition to go even further to transform new routes and opportunities for commuters. people were taking to parks and off-road routes to continue to help their employees to return to and better access for walking and cycling can We want everyone to share in the city’s As winter approaches our Be Bright Be Seen for daily walks and jogs. travel in Edinburgh over the next ten years, work safely and sustainably. have an extremely positive impact on high success. campaign encourages all road users to take while 82% of participants in the last Bike Life street footfall. We understand that businesses There’s no doubt that vehicle traffic has begun extra care of one another as colder, darker Our own travel-planning support for employers Edinburgh survey said they would cycle more if need to stay connected too, and our ambitions Right now, we’re doing everything we can to to return since then, with high streets reopening nights set in. And with darker evenings and looks to establish what businesses need, sign- we improved infrastructure. take this into account. Under City Centre keep people walking, cycling and wheeling, and some people returning to work. But we’re posting to partners like Home Energy Scotland, mornings, it’s important that all those who are And we do envision a truly connected, Transformation we will have accessible freight which we know can deliver real benefits to making real efforts to sustain the new-found who can provide free, practical support to working from home continue to get out for accessible and carbon neutral future for hubs and comprehensive delivery plans while the environment, health and quality of life. help staff stay warm for less over the winter daily exercise, which is crucial for wellbeing and Edinburgh, where air quality is improved and we’re engaging closely with traders as we work The Edinburgh Cycle Hire scheme has been while working and living at home - a new mental and physical health. congestion is reduced. Through strategies towards introducing a Low Emission Zone, to extremely beneficial in introducing a whole new consideration this year for many. Home Energy like the proposed City Mobility Plan, we would There are clearly no easy, quick solutions to the Scotland also provides bespoke business see a largely car-free city centre, mass bike challenges we face right now, or the looming transport advice for organisations on how commuting on arterial routes and seamless obstacles posed by issues like climate change, they can lower the costs, emissions and risks “As winter approaches our Be Bright ticketing between different forms of transport, air pollution or social inequality. But we can associated with travel. amongst other ambitious measures. Trams Be Seen campaign encourages all get some things right, and I know that we’re on We know, longer term, that people’s travel to Newhaven will introduce mass rapid transit the right path for a sustainable, green recovery habits are changing. We’ve carried out various to the north of the city, unlocking significant from the pandemic. If we work together, we can consultations over recent years, and there is development and economic potential and road users to take extra care of one continue this trajectory long into the future, for clear support for our view that the pre-Covid-19 better connecting this densely populated the good of the city and the many generations status quo is no longer an option. Already, we part of the Capital to its centre. And projects another as colder, darker nights set in.” who will live, work and visit here.

22 BC December/January 2021 December/January 2021 BC 23 SPECIAL REPORT: TRANSPORT AND INFRASTRUCTURE New Life for Edinburgh’s Beating Heart There is no clearer indication of the importance of Edinburgh’s tourism, hospitality and retail sectors than the transformational change and enormous investment that St James Quarter is bringing to the Capital.

The new city block, one of the biggest are staying excited by the project and are on Development costs are almost £1billion, with developments of its kind anywhere on the board to ensure it has a successful start to hundreds of millions more being invested by planet, will see an overall investment of around its life. retail and hospitality occupiers £1.5 billion, has created around 5000 jobs However, those behind the project would The Quarter will be home to 85 retail and during its construction phase, and will create like to see the city’s civic leaders show a 30 food and beverage outlets in 850,000 sq around 3000 permanent jobs when it is fully clearer commitment to aid the Capital’s post ft of space – designed to complement and up and running. pandemic recovery through the creation of a strengthen Edinburgh’s position And given the chaos wreaked by the global recovery plan that everyone can get behind. A world-class W Edinburgh will further Covid 19 pandemic, the huge opportunities And in particular they would like to see enhance the Capital’s hotel offering, alongside it is bringing could not have come at a better clear plans to get the capital’s tourism and a Roomzz aparthotel and a cinema time with the retail phase due to open in the hospitality businesses back up and running, Spring of next year after being delayed by the with more being done to market the city at Global brands, some new to the city, are pandemic. home and abroad. opening at the Quarter The scale of the project – which has attracted They believe this is a time when strong and 9 entertainment spaces are included, to help global investors – has been made possible by positive leadership is required to ensure that provide new public spaces in the heart of the Edinburgh’s position as a city which attracts the City is able to bounce back as quickly as it city to help spread the capital’s world famous The St James Quarter has been designed to The residential accommodation is also going global terms, yet it is the world’s leading and millions of visitors from around the world and should and that this should be the paramount festivals more evenly through the city centre complement and strengthen the city’s retail well, he said, with interest from around the most famous festival city and that brings such as a cosmopolitan, sophisticated centre of priority, above existing policy and political and hospitality offerings, he said, rather than world in buying in the St James Quarter. “We’re enormous benefits. Yes, we need to protect business, culture, and learning. positions. Martin Perry is the project’s Director of simply moving pieces around the Board. seeing people buy from the city, from the UK and improve the fabric of the city but right now Development and a passionate advocate and from around the world. Already all of the we also need to see a genuine, well thought “It will make Edinburgh’s offering much more All good news, particularly given that both The St James Quarter figures are mind- for Scotland’s Capital. He said: “When the apartments in the first sales phase have been the investors and – in general – the retailers boggling: complete. In terms of retail, you look at the map through disaster recovery plan for the city.” pandemic and the lockdown hit, we were sold out. The interest in living in Edinburgh and you can see a shopping ‘circuit’ of Princes in the middle of our leasing process to sign is really international. People come here, St James Quarter is determined to play its Street, Hanover Street, George Street, Multrees retailers up. We had 22 deals at the legals visit, and many then want to live here, open a part. The creation of a world class hospitality Walk, into the St James Quarter and then back stage, and 28 well into final negotiation. So the business here, or work here. But it often starts and retail academy in partnership with out onto Princes Street. It makes sense. timing wasn’t ideal! with someone just coming to visit.” Edinburgh College and the Fashion Retail “But we have picked things up again, once “The hotel offering similarly, we have sought Academy in London continues to raise That appeal, argues Martin, is exactly why we eventually got construction back up and to augment and complement. The five-star standards. the city really needs to come together in the running, and we are sitting at around 80% plus W Hotel is a globally renowned brand that face of the pandemic impact to ensure that it What’s more, St James Quarter is looking occupancy ahead of our planned opening will appear to a different customer – perhaps rebuilds its economy and more. to work with local independent businesses, in the Spring. We think this is a really good a little younger – than the more traditional who can provide a unique, quality retail place considering the circumstances. Some focused 5 star offer in the City for example. “It’s astonishing to see the level of criticism offering across the development’s mid-galleria developments open in good times with a The Roomzzz Aparthotel too is different from of the festivals and the impact they have on lesser occupancy level than we have secured any other four-star hotel in the city.” the City. Edinburgh is a relatively small city in locations. at St James Quarter at the moment, and we “St James Quarter is more than a physical would hope to improve that further. development. We see it as helping redefine the “Speaking with retailers it is clear that many “It will make Edinburgh’s offering much more beating heart of one of Europe’s most exciting of them see this development and this city complete. In terms of retail, you look at the map and Capital cities, helping to drive the future of the as one they will definitely commit to – even if city and through that the future of Scotland.” they are being forced to close elsewhere. It is you can see a shopping ‘circuit’ of Princes Street, a testament to the development itself but also For more information on securing space to the city. You have no idea what a wonderful Hanover Street, George Street, Multrees Walk, into within the mid-galleria locations at St James story Edinburgh is to an outsider, how people the St James Quarter and then back out onto Princes Quarter, please contact Philippa Winkle come to visit and immediately understand (Commercial and Partnerships Manager) at what an amazing city it is.” Street. It makes sense.” [email protected].

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Name: Danny Walsh organisation, or biggest ‘win’? A I would say in the current climate, our Company Name: Business and Employee numbers upwards spiral, must be seen, as a Cory Brothers Shipping win. Agency Q Your favourite top tip or Title: Branch Manager quote in business? A Honesty is the best policy. (Logistics) Our industry operates in real time and for whatever Q In five words or less, what does your reasons, shipments don’t organisation do? always go to plan. Customer A International Logistics and Ships Agency service is key for Cory Brothers. By keeping clients Q How long have you been in your informed, whether it’s good current role? or bad news, it allows them A 19 years with the company, 1 year in to also make changes in real current role. time, if necessary

Q What does a week in your job look Q How long have your been a like? member of the Chamber for and A I oversee the Logistics side of the business. why did you join? Danny Some commercial work, checking in with A Not long – we recognise the value. Walsh clients & suppliers, and of course, the current big one, continuously preparing for ‘Brexit’. Q Where do you read your copy of Business Comment? Q Your proudest moment with your A Anywhere peaceful.

By Bill Magee Edinburgh’s Business Festival Launched Scottish Business Technology to Connect, Inform and Inspire the GET WITH IT Writer of the Year

Not everyone makes the direct connection Business Community between a city's increasingly tech-driven transport infrastructure policy and the well- Each year, the Edinburgh Chamber looks forward to hosting our Annual being of its people. It's kind of taken for granted. We catch a bus or tram from end-to-end, board Business Awards. a train in-and-out, mount a bicycle for a more breezy journey, or part utilise any of these In 2021, the ceremony won’t be able to take The week-long festival will encompass There are a number of new sponsorship options and then go for a leisurely walk. Fully expecting our public service "lift" to be there place in its usual form. However, despite virtual networking sessions, high profile opportunities available for this event, when it's time to return home. this being an incredibly difficult year, now it keynote speakers, lively panel discussions, which range from sponsoring a single is more important than ever to encourage practical workshops, and a virtual business element (workshop, panel etc) to a series The OECD'S international transport forum, connections, collaboration and inspiration, awards (more details to follow soon!). With of sessions, and headline sponsorship. representing 54 member countries including without decarbonising transport that emits As to be expected the Capital is on top of and to recognise the great work of the events spread over a 5 day period, you For more information please contact Britain, reminds us how a sound transport around 23 per cent of overall energy-related matters and engaged in the careful planning strategy is essential towards contributing to business community. can select which sessions you wish to attend the Chamber team – businessfestival@ CO2 that feeds global warming. and execution of such IT-related transportation throughout the festival period with minimal economic growth, environmental protection and initiatives. The Chamber has therefore reimagined its edinburghchamber.co.uk Smart city developments have emerged as disruption to your diary. social inclusion. flagship event for 2021 and has recently the focal point towards achieving enhanced Such inextricably-linked technological Find details here: https://www. Also carbon neutral endeavours, growing launched Edinburgh’s first virtual Business Tickets are now on sale for the Festival! transport-related goals. innovations collectively represent the driving edinburghchamber.co.uk/edinburghs- in importance when it's realised transport Festival – to connect, inform and inspire the Each ticket (£50+VAT) gives you access to force to formulate new ways to smoothly business-festival-2021/ emissions have grown faster than those of any Involving a mix of information and broad range of organisations and enterprises the week-long festival where you’ll have the manage and deliver transport-related resources other sector in the last 50 years. communications technologies (ICT) including and services across the board. across the capital from the 1st - 5th March 2021. opportunity to attend up to 20 virtual events #EdinBusinessFest21 artificial intelligence, Internet of Things, It's the tech-ready smart city that appreciates connected devices, edge computing, big data Worth bearing in mind the next time we hop on climate change cannot be reversed and stopped analytics and sensor networks. that tram.

26 BC December/January 2021 December/January 2021 BC 27 INTERNATIONAL UPDATE OPINION PIECE

The Edinburgh Chamber of Commerce Innovation is key to the future of rail International Trade Team When speaking about connectivity in the rail industry, most people first think The focus of the International Trade Team is to help Scottish businesses develop about the literal connections we make between people and places. and maintain strong international commercial relationships and to promote bilateral trade. New services such as our ‘Custom Declaration Service’ and ‘Brexit Hub’ offer crucial and support for our local businesses.

Connections Together with the Spanish Consulate in Edinburgh and the Spanish British Chamber of Commerce in the UK, the ECC recently arranged a highly productive collaborative session between the Scottish Whisky Association and Rioja Wine DOCa. We have also worked with the Australian High Commission to facilitate introductions between Australian investors and the Agritech, Infrastructure and Fintech sectors with our city. Similar collaborations are underway with both the German and Chinese Consulates as well as with the Chambers of Commerce in Finland, Israel and the Netherlands. ECC has been running virtual trade missions who may be interested in sharing their wisdom Customs Declaration Service since March. We are currently working on and advice on working internationally with virtual inward trade missions with businesses young and ambitious business leaders of the After the end of the transition period, UK from France, Romania and Finland to take future. companies will need to submit customs place during the first quarter of 2021. declarations when exporting and importing At LNER we’re well aware of the vital service In a first for the UK rail industry, LNER began goods from the EU. ECC has set up a new Programme of events that we deliver in providing regional and trials during the summer of an at-seat catering department specialising in this service, as Outward missions Inward mission with Finland – intercity connectivity and have improved in this offer onboard. The service allows customers a trusted partner of HMRC, our ‘Customs After a successful virtual mission to 25th February 2021 area with extra services between Edinburgh to order and pay for food and drinks from their Declaration Service’ will offer a high quality, Philadelphia in March this year, ECC has an and London. In addition, the East Coast phone in the comfort of their own seat, without Outward mission to Munich, Germany – reliable service. exciting virtual trade mission planned to the US Upgrade is firmly underway, which will give us having to visit the onboard cafe bar. 2-6th March 2021 Pacific Northwest region in early December. the means to make even more transformative To find out more, please contact Jillian Gothard, Customers in both Standard and First Outward mission to Toronto, Canada – changes to our timetable in the not too distant Customs Declaration Officer: jillian.gothard@ We are also working on a trade mission with Class can browse the menu, accessed via 30-2nd April 2021 future. edinburghchamber.co.uk the Canadian market, which will concentrate on a QR code, in their own time and order at the Ontario region and will run from 30th March International training courses However, looking ahead, it is digital connectivity their convenience, enhancing their onboard Brexit Webinars and ‘Brexit Hub’ to the 6th of April 2021. The recruitment is open that I am most excited about and that I see experience and improving their journey with us. to any Scottish companies, members or non- calendar ECC has delivered a series of webinars becoming just as important to customers. Danny Gonzalez, Chief Digital and Innovation members, who may perceive the Ontario region The service provides a layer of comfort and designed to “inform and prepare” local Incoterms 2020 Update – Officer at LNER as a potential source of new business. This Being continuously connected is one of confidence to customers who are looking to businesses on the count down to the end the 14th January 2021 mission will take place virtually and delegates Customers travelling on our Azuma trains are EU Transition period (31/12/2020). The high the major benefits of making long-distance stay seated for the duration of their journey, will receive a market briefing session, online How to Complete Export Custom Entries – number of attendees has exemplified the need journeys by train compared to other methods avoiding having to leave their belongings, currently also enjoying the best WiFi yet on the networking events as well as B2B meetings 11th March 2021 for information and clarity, as businesses get of transport. Whether customers are travelling minimising physical contact and supporting route. Ensuring that they are connected delivers based on their requirements. We also hope to ready to trade within the EU from the 1st of How to Complete Export Custom - for work and want to use their time productively social distancing measures. Research a huge range of benefits for both the customer deliver trade missions to Spain, the Netherlands January 2021. 31st March 2021 or if they’re just keen to listen to their favourite conducted during the trial found 100 per cent and LNER. It enables us to provide a more and Quebec during 2021. podcast, we need to enable them to do so and of customers surveyed were satisfied with ECC has launched a Brexit Hub, accessible on Quote from Alexia Haramis, Head of personalised service, communicate directly support their technology as much as possible. the proposition, and 98 per cent said it would our website. Members can have access to a International at Edinburgh Chamber: in real time and give customers the ability to Mentoring positively impact their consideration to travel selective list of support tailored to help your An area of our customer experience where seamlessly use their devices as if they were at In reflection of our need to connect with one “During these challenging times for so many with us again. business get ready for the 1st January 2021. another and support each other through in our business community, I am struck by we’ve made swift progress is with our ‘Eat home or in the office. challenging times, ECC is pleased to have the tremendous spirit of support shown by at your Seat’ onboard catering offer, which We are always looking for new ways to provide If we continue to make advances in these Inward trade missions launched a new Business Mentoring international partners to continue to work delivers food directly to customers in their excellence in our onboard customer experience areas, rail will play an even greater part in Edinburgh remains an exceptionally attractive programme, which is available on our website. collaboratively. The Customs Declaration seats. People are accustomed to ordering and this new at-seat catering service is a great city for inward investment and there is a high At this early stage of the service, we are Service will help maintain the flow of trade from food and drinks whenever they want on their example of how technology has the potential to helping the country build back better in the level of interest and demand from international reaching out to our business community in the 1st Jan 21, we look forward to supporting personal devices, so why not on a train too? transform rail travel in the future. coming years. businesses. Working around travel restrictions, order to identify potential business mentors the local businesses with this new service.”

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Balfour Beatty bridges the decades The existing North Bridge was constructed over the period 1894-97 by Sir William Arrol. The last major refurbishment works were undertaken in 1933.

Later in the early 1990's painting was replacing expansion joints Now more than ever it is important that we undertaken to decorative facings and new restoring and repairing the King's Own parapets were installed by Balfour Beatty with Scottish Borderers War Memorial located on invest in young people starting out in their decorative covers of spheroidal cast iron. In the east plinth of the bridge's south pier 2015 a principal inspection of the structure identified a number of concerns resulting installing permanent platforms to improve careers in the City of Edinburgh Council awarding access provisions for future inspection and Balfour Beatty a contract to undertake the minor maintenance as the removal of items from the bridge As the world continues to grapple with Covid-19, the fallout from the pandemic refurbishment. progressed it uncovered hidden defects which all temporary scaffolding required to access is expected to impact heavily on young people – not only in their career the project team had to subsequently design The Council has committed more than £22m the structure. to refurbishing the iconic bridge, which provides repairs for and undertake works to extend the prospects, but as already seen, in access to higher education. a vital transport link between the north and The most significant visual impact of the works lifespan of the structure. is the temporary access scaffolding which has south of Edinburgh. As well as maintaining Onsite over 100 skilled operatives from breadth of our business, hopefully presenting These new ways of working of course haven’t been suspended from the bridge to facilitate Mary Pender this key route and site of historic interest, the all over the UK are working on all aspects the platform for them to be SLA’s future been without challenges: the latest of which the works. A feat of engineering itself as the Global Head of Talent Development, project will contribute to Edinburgh City Centre of the bridge refurbishment. This requires Standard Life Aberdeen leaders. is the onboarding of graduates to work temporary works designers had to strike a Transformation, which envisions a connected, comprehensive logistic and phasing planning remotely while the vast majority of our staff balance between erecting sufficient scaffold to At Standard Life Aberdeen, our early careers Keith Skeoch, who recently stepped down accessible and people-friendly future for the city. which are reviewed daily to ensure the works are logging on from home. As we have all facilitate the works, without adding too much programs form a vital part of our talent as SLA’s Chief Executive, wrote in the June experienced, entering the world of work as a The bridge is Category A listed and situated can progress with as little impact on the bridge scaffold that would overstress the bridge. strategy, bringing fresh thinking and new skills edition of the Chamber’s magazine about school leaver, college or university graduate in the Edinburgh World Heritage Site. It spans users and neighbours as possible. The scaffolders then set about installing over to our business as well as helping us build the how in usual circumstances during the can be a daunting experience, never mind over the operational Waverley Station with live 300km of scaffold tube, 75000 scaffolding As part of the Scape Procure Civil Engineering next generation of leaders. Testament to this summer months, we would welcome young if all of your interaction with a new team is trains and overhead electric cables to contend clips, and 18,000 13ft timber scaffold boards & Infrastructure Framework, this project is is our Chief Operating Officer, Mike Tumilty, people to SLA’s offices to learn about the over Zoom or Microsoft Teams. To counter with. all hanging from 1500 points across the bridge. committed to supporting the local community. who first joined the company as a graduate financial services industry through work this, our early careers team have sought to To address the issue with working over the live Balfour Beatty commenced refurbishment This can be seen through Balfour Beatty’s trainee in 1994 and the Managing Director experience placements and internships. While find creative ways to introduce and connect railway, a year long design and review process works on the North Bridge in Summer 2018 community engagement with local schools and of our Irish business, Victoria Brown, who the pandemic disrupted the usual model of graduates and trainees both with one another was undertaken followed by the construction higher learning facilities, charities and volunteer with works expected to continue into 2022. joined the graduate scheme in 2001. Earlier office life and in-person interaction, we were and key functions around the business. of a giant protection deck during 75 nights of groups, and offering various work experience in October we were delighted to welcome 29 fortunate in being able to quickly switch to Balfour Beatty’s works to North Bridge include: 2-hour duration railway possessions. placements. Harnessing the talent of our young people new graduates to our business – 20 of whom a hybrid model of recruitment, assessment chimes closely with SLA’s central message repairing, grit blasting and repainting The erection of the temporary access The North Bridge Refurbishment project is are based in Edinburgh – and come the end and development all being carried out of ‘together we invest for a better future’ and structural steelwork and cast iron façades scaffolding facilitated detailed inspection of committed to developing talent through a range of the month, 22 new trainees will join SLA. In virtually. In fact, SLA’s new trainees have been although that immediate future remains the existing structure and this then defined of apprenticeship, graduate and internship repairing the underside of the bridge's what is such an uncertain world, our ambition through the cycle of interviews, training and unpredictable, investing in those young the scope of works. With 6,300 existing steel programmes. The project team understand the concrete deck is to give young people the opportunities placements, so often predicated on face-to- people as they start their careers remains members and over 4000m2 of concrete these importance of offering development opportunities to learn, develop and have exposure to the face engagement, entirely online. more important than ever. improving the structural drainage systems inspections were no minor task. Unfortunately, with mentorship, from expert engineers.

30 BC December/January 2021 December/January 2021 BC 31 CHAMBER PARTNERS CHAMBER PARTNERS

Transport and Infrastructure: The future is small scale but macro Big projects and really big budgets grab attention. Yet there is an in-built bias towards larger schemes which is not warranted by evidence.

Starting with the economics, assessment models commonly generate a BCR – Benefit Cost Ratio and, in the surface transport sector, the best BCRs are not for new roads, bridges and other major ticket items but rather are to be found in the less headline grabbing category of interventions to promote active travel – walking, cycling, wheeling, and local road safety scheme. This is really not new news. Rod Eddington, the former British Airways CEO, in his Transport Study for the UK Government back in 2006, made this same point – that small-scale transport schemes can deliver high value for money. Government assessment criteria of ‘high’ means a return on investment of between £2-4 for each £1 invested while ‘very high’ means a return on How CityFibre’s full fibre network will investment of over £4 for every £1 invested. Few big infrastructure investments get near a 2:1 BCR. A key element of the high scoring of power Edinburgh’s Smart City ambitions small-scale schemes is derived by the health benefits that accrue to the many Scots who How many times have you sat in your car, rain tapping at the window, are physically active through their routine travel behaviour. Reducing premature deaths and response fund for active travel to deliver social deter rat-running, pedestrian priority measures, condensation building on the windscreen, staring at an ominous red traffic disease scores highly.1 distancing. In doing so some of these schemes as well as road space reallocation to create light far off in the distance, wondering if the traffic jam will ever end? The advent of Covid-19 has provided an have increased perceived safety and so usage. complete routes.2 Switching the lens and unexpected upside as a result of lockdowns. mindset from the big project, big budget, Yet it’s not only motorists who are feeling everything in our cities and citizens will be be better informed about the options available Building on the cost-effectiveness of small- Sense of place and appreciation of local spaces and big kudos mentality of infrastructure the impact and frustration of coping with empowered, connected, their lives enhanced to get them to their destination. For example, scale infrastructure, to make active travel, such as parks, local shops and more generally planning will take time as it is hard wired into inadequate infrastructure. Commuters on with greater safety and well-being. an app which gathers travel requirements especially cycling, socially normative in urban walkable neighbourhoods has increased as thinking and business models. Yet a change in public transport and pedestrians share a and returns the cheapest, fastest or most areas at least, we need to grab hold of the So, what is a Smart City? What constitutes a people spent enforced time in their locality, approach to transport infrastructure is required symbiotic relationship with the traffic around eco-friendly options available with the ability opportunity born out of the pandemic that is smart city has changed as the understanding some going out for daily exercise, and then come-what-may due to climate change so them. It’s a challenge that is only going to to make one payment for all the modes of with relaxation of rules, amplified as more our re-calibration of what is important in life. of what smart technologies can offer has re-designing our settlements for low and grow, and City of Edinburgh Council and many transport required for their journey. A great employees home work. Add the need for social The international evidence-base is clear that changed. no-carbon transport fits hand-in-glove with others have been grappling with reducing example of this is Whim in Helsinki https:// distancing and road space reallocation to the most effective interventions to increase Scotland’s climate change commitments. Let’s congestion, enabling active travel, achieving Initially civic leaders saw these technologies whimapp.com/ walking, cycling and wheeling along local high active travel usage are town and city-wide carbon targets whilst the city is getting busier. as a way of operating their services more get moving. All of this will need 4G and 5G networks, IoT streets is required. In steps Transport Minister interventions. These are a combination of efficiently behind the scenes, with citizens Our cities are only going to get bigger as sensors and radio networks all underpinned Matheson to provide £30M for a Covid-19 rapid different interventions such as modal filters to Dr Adrian L Davis generally unaware of them, but now that has we build out with more people, homes, by full fibre networks carrying information at completely changed. It is now accepted that Professor of Transport & Health, Transport businesses and transport choices, so their the speed of light. citizens must be engaged with the whole only option is to be smarter. “Building on the cost-effectiveness of Research Institute, Edinburgh Napier University process of becoming a Smart City. And that Full Fibre is not a “nice to have;” it is a [email protected] The need to become a ‘Smart City’ is can only happen by putting people - not tech necessity for the future of our cities. All UK small-scale infrastructure, to make becoming ever-more important, with civic at the heart of everything. premises should have access to full fibre, 1. Department for Transport, 2014. Claiming the Health leaders increasingly convinced that digital however currently only 14% have. Our mission Dividend. London: Dept Transport. https://assets. Technology is the enabler, coupled with data, technologies and infrastructure are key. at CityFibre is to connect up to 8 million active travel, especially cycling, socially publishing.service.gov.uk/government/uploads/system/ that allows better, more informed, decisions Marrying real-time information, Artificial premises to our full fibre to the premises uploads/attachment_data/file/371096/claiming_the_ to be made in the daily life of a city and its Intelligence (AI), Full fibre, 5G and internet of (FTTP) network, investing £4billion in 100 normative in urban areas at least, we need health_dividend.pdf citizens. things (IoT) networks to capture and share towns and cities to do so by 2025. 2. Sport England, 2019. Active Travel and Physical Activity. real time data - will be the lifeblood of our A key concept of this is Mobility as a Service to grab hold of the opportunity born out of We are therefore delighted to be supporting Evidence Review https://sportengland-production-files. cities. Smart cities span energy, buildings, (MaaS) - the provision of easy, digital access Edinburgh in its endeavours to be one of the s3.eu-west-2.amazonaws.com/s3fs-public/active- homes, transport, utilities; effectively to travel information, to allow commuters to the pandemic that is our re-calibration of smartest cities in the UK. travel-full-report-evidence-review.pdf?XTU9RMd3kz_ what is important in life.” oamMzJivmIOv9cUG0UUwt

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We thank our Partners for their continued support of the Chamber.

STRATEGIC PARTNERS

Green Kick Start The economic impact of COVID-19 cannot be understated. Whilst there are still a lot of unknowns, the one thing we do know is that the best way to rebuild our economy is through a green recovery.

The Scottish Government has huge ambitions required to support the transition to EVs. for the companies producing EV parts. when it comes green energy and its aims to We are working in strategic partnership with Across the country, we’ll continue to see greater reach Net Zero emissions by 2045. Now, more Transport Scotland to deliver the pioneering consumer demand for electric vehicles and ENTERPRISE PARTNERS than ever, this ambition should not only be seen Project PACE trial across North and South renewable heating solutions, which means we as a way of tackling the other great crisis of Lanarkshire which will enable charge points need to act now to make sure our networks can our time; climate change, but as a way to help to be installed across the area, dramatically support the essential electrification of heat and kickstart our economy by intrinsically linking increasing the nation’s electric vehicle charging transport in future. the development and investment in clean, capabilities. green energy and its infrastructure with the There has already been great progress in Projects like these provide a blueprint for rebuilding of our economy. our push towards Net Zero and there is now collaborative working between energy genuine momentum behind a push for a A major part of the Scottish Government’s providers, governments, local authorities, greener future. Now is the time for businesses, ambition will be the switch to electric vehicles energy network companies and key regulators and stakeholders to have the (EVs), with Holyrood setting out plans to stakeholders that can be replicated across courage to act quickly and reset the dial for enable 100% adoption of ultra-low emission the country to help us develop a better future, faster progress towards Net Zero. This will help cars by 2032, and for the almost complete quicker for all. create employment, boosting the economy decarbonisation of road transport by 2045. This Our recent research project with the University while bringing about a range of environmental will be supported by UK government initiatives of Strathclyde revealed that 30,000 new jobs benefits. which put in place rules that will ban the sale of could be created with substantial investment petrol and diesel cars from 2040 and potentially At SP Energy Networks we’re committed in upgrading the energy network to help enable much sooner. supporting the local communities and helping the switch to electric vehicles. them recover. Sustained investment in network At SP Energy Networks, we’re proud to be These jobs would be created in the network, upgrades will help us to do this and plan for a leading the way when it comes to facilitating construction and service sector supply chain, brighter future. more renewable energy and the infrastructure from developers of bodywork to delivery drivers

34 BC December/January 2021 December/January 2021 BC 35 EDINBURGH'S NEWCOMERS BC ADVERTORIAL

Womble Bond Dickinson bolsters Edinburgh offering with new partner hire Is the UK the Money Laundering Capital of Transatlantic law firm Womble Bond Dickinson Commenting on Paul’s appointment, Real (WBD) has strengthened its real estate practice Estate Partner, John Ralph said: “Paul’s the World? in Edinburgh with the appointment of Paul particular expertise in retail and energy fits Mason who joins as a partner. perfectly with the firm’s sector approach and A new investigation has revealed that the UK is a hotspot for money laundering, his impressive track record will enhance our Previously a partner at law firm DWF, Paul offering here in Scotland.” with an estimated £90 billion laundered each year through the City of London has over 15 years of experience advising alone. In this article, risk and compliance experts Intelligencia Training share household names, landlords and tenants of retail, office and industrial premises on all areas further insight. of real estate law. He has particular experience Bruce Strang & Charles Quinn advising on the investment in, and asset management of, shopping centres and offices, Commsworld appoints Charles and acts for sellers and investors on high value Quinn and Bruce Strang to its transactions. Board Commenting on his appointment, Paul said: I Commsworld has completed its new-look am delighted to be joining the growing team in Board with the appointment of Charles Quinn Edinburgh to shape the further growth of the as Chief Commercial Officer, and Bruce Strang firm here in Scotland, and to be reuniting with a as Chief Operating Officer. Paul number of former colleagues.” Mason A highly-respected business leader, Charles brings over 15 years’ senior executive leadership to the Edinburgh-headquartered company, having worked at Microsoft, Dell and Edinburgh Airport strengthens top team with new Aviation Director Hewlett Packard. Edinburgh Airport has recently strengthened its the industry. As aviation faces such challenging He has executive responsibility for commercial top team with the appointment of a new Aviation times, I’m looking forward to joining this great strategy and marketing/communications at Director. Kate Sherry will oversee the airport’s team to assist in continuing that success and the UK’s largest independent network provider, recovery from Covid-19. ensuring the airport and Scotland are as well to ensure further business growth and connected as they can be in the recovery.” increased market share. As Ryanair’s Director of Route Development, Kate He said: “We have a golden opportunity to spent 10 years with the airline, expanding its expand Commsworld’s geographical presence reach across Europe. She will now manage the and focus on a wide range of markets, with airport’s airline relationships, working to retain social housing chief among them.” and grow connectivity. In late September 2020, a major leak known as He further added the FCA have a number of specific to the role of Risk and Compliance the ‘FinCEN Files’ exposed the UK’s significant cases in the pipeline and no major bank in Officers working in financial services, Bruce Strang previously played a key role in the Chief Executive Gordon Dewar said: “To have someone of Kate’s calibre joining us at this role in facilitating global corruption and money Britain hasn’t been or isn’t currently subject to emphasise that investment into effective completion of an investment by LDC, private laundering. an ongoing investigation. training and qualification progammes is crucial equity arm of Lloyds Banking Group. critical time is fantastic news for the airport and the city if the UK is to combat its money laundering A subsequent investigation by a global The scrutiny of money laundering and anti- Bruce said: “I look forward to continuing to problem. grow Commsworld as a business and take it “Kate is hugely skilled and experienced. She consortium of investigative journalists money laundering regimes isn’t something into new markets.” offers an airline’s perspective which will be highlighted the need for improved defences in new to the UK. Following a report on economic A spokesman from Intelligencia Training incredibly valuable as we work with carriers to the UK financial sector and a reform of its red crime last year, a Treasury committee said the commented: The Board also comprises John Trower, Ricky rebuild.” tape approach to compliance. true scale of the problem was unknown, with Nicol, Steve Langmead, Mark Kerr and Graeme “The delivery of training in this subject area Kate added: “Edinburgh Airport’s success story in particular areas of weakness including property St John. Kate As a result of the leak of law enforcement has already proved successful in enhancing the past decade has been well recognised across and online transactions. Sherry data, global banks have come under increased the knowledge and skillset of those involved scrutiny from the Financial Conduct Authority The report called on the UK government to in anti-money laundering and as technology (FCA) who state the quality of anti-money regularly review efforts to minimise money evolves and we enter an age of digital money New business leadership for Cyrenians laundering controls is persistently falling short. laundering and it should not compromise in its and payments, it is critical, now more than ever, provision in the face of post-Brexit trade deals. to ensure parity of skills across sectors.” Mike Hartley, formerly Managing Director “The COVID19 pandemic is putting increased The FinCEN Files revealed that global banks of Newsco Insider, is the new Director of pressure on communities. Cyrenians continue had transferred a staggering $2 trillion (£1.6 Adding to the report, Ben Wallace, Minister for For more information, visit www. Commercial and Trading Services at Cyrenians. to play a key role in providing support and will trillion) in suspected ‘dirty money’ over the last National Security, said: intelligenciatraining.com/risk-compliance- be needed in the months and years to come. two decades. officer or contact info@intelligenciatraining. This new role for the organisation will oversee “It is wrong to think of money laundering as a com / 01925 876051 the strategic direction for increasing and “In light of the economic challenges we face, Commenting on the leak, Mark Steward of the victimless crime. diversifying support through fundraising as well building our resilience is crucial. I am honoured Financial Conduct Authority said: as a successful portfolio of social enterprises. to have been entrusted with this key role, Those with dirty cash to clean don’t just sit on and have no doubt that as a team, alongside “What surprises me still is there is a view in it, they reinvest it in serious organised crime, Commenting on his appointment, Mike said: our supporters, we will be able to rise to the some quarters that anti-money laundering from drug importation to child exploitation, “I’m proud to be able to take my commercial challenges ahead.” experience and apply it to Cyrenians’ work systems and controls is a lot of money for human trafficking and even terrorism.” nothing in return, and it’s a huge bureaucratic tackling homelessness. Intelligencia Training, who recently began Mike exercise in red tape rather than something Harley delivering the first apprenticeship programme that’s really important.”

36 BC December/January 2021 December/January 2021 BC 37 TRAINING COURSES

DECEMBER Friday 29th Wednesday 24th Instagram for B2B & B2C - How to Build Boost your Sales Success a Range of Sales Funnels on Instagram, Including Instagram Stories Wednesday 12th Thursday 25th Finance for non Financial Managers Digital Writing Skills FEBRUARY Wednesday 12th Digital Marketing Strategy MARCH Monday 1st Google Ads - Introduction Find your Wednesday 3rd Thursday 3rd Bidding to Win: How to Write Tenders & Inward & Outward Processing Tuesday 2nd Proposals That Beat The Competition Project Management Fundamentals (Without Cutting Prices) Tuesday 8th Presentation Skills Thursday 4th Tuesday 9th Dealing with difficult situations Finance the Basics digital voice! JANUARY Thursday 11th Friday 5th How to Complete Export Customs Entries Advanced Facebook Strategies to Increase Wednesday 13th Sales - Creating more Dynamic Facebook Ads, Groups Messenger & Live Engaging your brand with audiences that matter. Leading and Managing Change Thursday 11th Leader, Manager & Operator – Which mode are you in? Thursday 14th Tuesday 9th Incoterms 2020 Update Essential Management Skills Tuesday 16th Negotiating and Influencing skills Tuesday 19th Thursday 11th Time Management Developing Video Content for your Business Thursday 18th Search Engine Optimisation (SEO) - An Wednesday 20th Wednesday 17th Introduction Networking Skills Introduction to Google Display Ads

Wednesday 24th Friday 22nd Thursday 18th Digital Marketing Strategy Marketing your Business Export Documentation

Thursday 25th Wednesday 27th Tuesday 23rd LinkedIn Masterclass: The Complete Guide Introduction to Google Analytics Documentary Letters of Credit to Personal and Business Development

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