A publication from the Peer Awards distributed with The Independent The 2013 Peer Awards for Business Excellence

Pages 2 to 3 The 2013 Peer Awards for Excellence - Introduction Celebrating inspirational There’s still time to submit your synopsis for the 2013 Peer Awards. You can attend the conference and be a corporate responsibility, Peer Awards judge. Includes a message from Business Secretary Vince Cable. customer engagement and Pages 4 to 5 The 2013 Peer Awards for Excellence in people & performance initiatives Corporate Responsibility Inspirational initiatives helping vulnerable sections of the community with In June more than 50 2013 Peer Awards education, business awareness and assistance, helping make a real difference finalists will talk candidly at a conference for the planet and the environment. in Central London about their innovative Page 6 to 7 The 2013 Peer Awards approaches to assisting their communities for Excellence in and supporting the environment, to Customer Engagement Celebrating successful strategies engaging with their customers and to for engaging with customers, for excellent customer service nurturing their own people and improving and for working with technology their performance. Everyone in attendance for customer engagement. at the conference, including the finalists Pages 8 to 9 The 2013 Peer Awards themselves, can listen to and participate for Excellence in People & Performance in the judging of each presentation. At Innovative approaches for internal the Awards ceremony we celebrate the communications, for employee engagement and staff development, initiatives that the peer community deems for recruitment and for nurturing talent, and for harnessing technology for most outstanding in terms of innovation people & performance. People and and impact, and those insights which they Performance is sponsored by the Institute personally find the most inspirational. of Leadership and Management (ILM). Pages 10 to 11 The 2012 Peer Awards for Excellence Finalists and Winners Thirty-nine finalists contested last year’s Peer Awards. See who they were and read about the entries that won the corporate responsibility and people & performance awards. Page 12 The 2013 Peer Awards for Excellence Finalists and Sponsors All the 2013 Peer Awards finalists and their partners, plus all the 2013 Peer Awards sponsors and partners, listed on one page.

The Royal Horseguards Hotel in London, the venue for the 2012 Peer Awards Ceremony 2 A publication from the Peer Awards distributed with The Independent A publication from the Peer Awards distributed with The Independent 3

What’s special about the Peer Awards Timetable for this year The Peer Awards and conference are very different from most other 17 June: Last date for submitting entry synopses for the 2013 Peer Awards The 2013 Peer Awards awards and conferences because of our peer focus. 26 June: The 2013 Corporate Responsibility Peer Awards Final The Peer Awards celebrate three 27 June: The 2013 Customer Engagement Peer Awards Final The Royal Horseguards Hotel’s 1 things: Ideas. Ideas. Ideas Whitehall Place, the venue for the 2012 Peer Awards Ceremony While most awards celebrate 28 June: The 2013 People & Performance Peer Awards Final successful companies, teams and October: The 2013 Peer Awards Ceremony individuals, the Peer Awards focus on sharing the insights that underpin 2014: Results of the 2013 Peer Awards celebrated in The Independent successful initiatives. This explains our unique approach to the judging process, where instead of appointing The conference encourages con- the Community, Business The conference venue Message from the a “panel of experts” to sit in judg- versation between peers. The high- Awareness for the Community, The 2013 Peer Awards conference Rt Hon Vince Cable MP ment, we involve all the participants light of each conference day for Giving to the Community, will be kindly hosted by Bank of Message from Secretary of State for in the process. What’s great about this many is the peer circles session, Challenging Perceptions and America Merrill Lynch in their Stephen Citron Business, Innovation & Skills is that everyone that is shortlisted has where all participants have the Sustainability & the Environment. HQ building, near St Paul’s Director of the Peer Awards the chance for their ideas to shine at opportunity to reflect on the The Customer Engagement Cathedral in the heart of the City. for Excellence uch of my job as Business conference, and everyone can benefit inspirational ideas of the day and to award categories are: Customer They were finalists in the 2012 MSecretary is to focus on the from hearing directly from fellow discuss with one another how these Service, Marketing and Technology Peer Awards and are finalists he Peer Awards celebrate and big issues affecting economic practitioners, learning from the expe- could be applied in practice to their for Engagement. again this year. Tshowcase the ways in which growth: innovation, access to rience of others, and avoiding having own businesses. The People & Performance award The building features two of companies can have a positive finance, and industrial strategy to reinvent the wheel themselves. categories are: Staff Development, the largest trading floors in impact on the wider community. to name but three. But among The awards conference Scope: themes Employee Engagement, Internal Europe and has won a number Our themes have been all this it’s crucial to never lose presentations are authentic and categories Communications, Recruitment & of significant awards, including chosen to highlight successful sight of the fact that it’s people, and candid The Corporate Responsibility Talent and Technology for People as a corporate workplace, for corporate goals and projects that their ideas, and the way they One of our judging criteria is award categories are: Education of & Performance. interiors and for design. are of a non-financial share those ideas that make a “insight”, which encourages each nature. We are interested in com- successful business. speaker to also include something panies that lead the way by exam- Bank of America Merrill Lynch’s The Peer Awards are a great about what did not work so well and London HQ, the venue for the ple and who are willing to share celebration of what can be why, or to talk about unexpected 2013 Peer Awards conference the experience and insights achieved by businesses when ideas challenges that they faced and how gained with their peers. are developed and shared, and they overcame them. Most awards, Corporate responsibility when a business focuses on its however, don’t encourage this, and considers the wider role of wider responsibilities rather than indeed entrants to other awards sim- the organisation in promoting taking a short-sighted view that the ply focus on how wonderful, amaz- the health and wellbeing of bottom line is all that matters. ing and perfect their work has been. people and the planet. One of the great successes This may be fine for other awards, Customer engagement over the past year has been the but we want to avoid a procession of celebrates best practice in enthusiasm and willingness of conference presentations that talk the stewardship of our entrepreneurs in this just about what was great and gloss companies’ most important country to turn their ideas into a over the challenges and failings. external relationships. working business. Last year, we By making this aspect a judging People & performance is had a record 4.8 million SMEs criterion in its own right, we are all all about the ways in which busi- in the UK, thanks to new able to benefit from hearing about nesses can nurture and develop businesses being established. what really happens when compa- their human resources. It is these businesses that will nies set about transforming some Although every award category drive growth in the economy, I have participated in three Peer Awards conferences, and each time I have picked up tremendous The Peer Awards aspect of their own organisations, has a winner, our celebration is developing innovative products new learning, been inspired by fantastic achievements, and met some great people. How they work of their client relationships or of the of all the shortlisted entries and and services, and taking “ ntries about successful initiatives communities in which they operate. all the innovative solutions the advantage of the opportunities It’s of such value to me that it’s in the diary as soon as the dates are announced. Eare submitted. These are initiatives entrants have devised. Simply afforded by the digital economy. Jane Molloy, founder of Learning A Living, and 2010 Peer Awards finalist for which the entrants would welcome to have engaged in the process There’s plenty that the recognition and the details of which We are all able is a hugely worthwhile undertak- Government can do to help good ” they would be happy to share with ing and even being a finalist to benefit from ideas become good businesses. The people who make this year’s Peer Awards possible their fellow professionals from other without winning a Peer Award We are providing good quality organisations. The synopsis they hearing about speaks volumes of a company’s advice to those wanting to start he conference and awards run Jeremy Crouch, Camilla Fletcher, Head, EMEA submit tells why they undertook the what really happens commitment to people and to a and grow their business. I am Tas smoothly as they do thanks Team member, Philanthropy at Bank of America project in question, what has been positive future. working hard to unblock the to the support and assistance addressing the Merrill Lynch, for hosting our good about it and what they might when companies In my mind, the real achieve- flow of finance from the banks provided by our team. People in 2012 Peer Awards awards conference this year at have done differently with the benefit set about transforming ment of the Peer Awards is in Ceremony and to make sure entrepreneurs our team have been Peer Awards their HQ building in the City of hindsight. some aspect of their bringing the finalists together and can find finance through alter- finalists themselves, or have attend- • Tiina Paju-Pomfret at Bupa Our shortlisting panel reviews allowing them to share with fellow native channels. We are also ed and helped at our previous for hosting the finalists’ the entries and selects the ones that own organisations. professionals some of the incred- making sure unnecessary regu- conferences. The team consists of: workshop this year, that helps impress them the most and potentially ible initiatives they are bringing lation is removed and that busi- • Georgina Havers, L&D ensure a successful conference offer the most interesting and engaging into existence. And with inclusion nesses can receive support from Consultant and Business and awards contributions to the conference, sched- By peers. For peers. in this supplement, I hope they mentors as they seek to grow. Development Lead at PPD • John Castledine, Director uled to take place at the end of June. The conference is presented by will be able to reach out to and We need our businesses and • Nick Cooke, L&D specialist at BP of Product Management, At the conference, the finalists peers. The finalists that deliver all inspire other organisations, not entrepreneurs to feel confident • Ruxandra Ratiu, International Research and Policy at the present their entries and answer the the conference talks are practition- just to enter the Peer Awards, but that new ideas will be welcomed Project Manager at Citizenship Institute of Leadership & audience’s questions. They also listen to ers and managers, and not consult- also to engage more effectively and I hope the Peer Awards will Foundation Management, for hosting a some of their fellow finalists’ talks and ants, vendors or authors. with their own personnel, with continue to provide recognition to • Tiina Paju-Pomfret, peer networking lunch then participate in the judging process. The awards are judged by peers. their business partners and the best from around the country. Training Manager at Bupa Miriam Ken, a crucial partner • Helen Oldfield, Head of Some months later we celebrate At the end of each conference day clients, and with the local commu- • Tom Robinson, Training & in all aspects of the Peer Awards, Marketing at the Institute of the winners at a special champagne all the participants, including the nities of which they are a part. Development Manager at MITIE for whom we extend a very special Leadership & Management for spon- afternoon tea awards Ceremony at a finalists themselves, take part in • Consultants Colin Hurst, thank you again this year. soring a 2013 Peer Awards stream prestigious Central London hotel. the voting. This is on the basis that Jane Molloy, Jeremy Crouch, The thanks of the whole Peer • Mark Hammond, Group And, as you can see, all the finalists everyone who has been shortlisted Melanie Ayliffe, Mira Armour Awards community are extended to: Head of Learning & Development are acknowledged and featured in the and everyone who wants to attend and Neil Spurgeon. • Andrea Sullivan, Head of at City & Guilds, for hosting annual supplement that we the conference for a day has a view The team is coordinated by Corporate Responsibility and peer networking lunches publish in The Independent. that is worthy of consideration.

Attend the 2013 Peer Awards Conference, and as a judge help determine winners There is still time for you to enter for a 2013 Peer Award for Excellence See the middle pages See the middle pages Corporate Responsibility: 26 June | Customer Engagement: 27 June | People and Performance: 28 June Topics: Coaching | Community | Communications | Customers | Marketing | Sustainability | Talent | Technology 4 A publication from the Peer Awards distributed with The Independent A publication from the Peer Awards distributed with The Independent 5

My experience with the Peer The 2013 Peer Awards for Awards was very beneficial for Focus on “the project I have been working British Gas on with the St Christopher’s Fellowship. Feedback from my Corporate Responsibility peers at the event helped me to see how I could enhance the British Gas is committed to helping build a strong Britain and supporting local communities project and expand the scope, Corporate responsibility is Transform is a partnership that Accenture’s core competencies – they undertook a nine -day, 760 Britain was the largest corporate The Finalists and also helped me to envision about the way companies do creates real, replicable social training talent – to help address the mile bikeride from Uddingston challenge event ever undertaken the project on a broader scale. business, how they engage with change aiming to help 1,000 need for skills that open doors to to Windsor through British Gas on behalf of the hospital and and support customers, strength- young people into green jobs by employment. Skills to Succeed has Bikes Britain. A core team of 50 was a phenomenal achievement, The finalists in this year’s corporate responsibility theme Enabling better futures programme of edgy puppet shows and Listening to and voting on the en relationships with stakehold- 2015. Transform brings together a goal of equipping 500,000 people employees took on this gruelling both in terms of the ambition of are wide-ranging in their focus and ambitious in their under- through community education software demos in schools and colleges other entrants also highlighted ers, and how they make a lasting British Gas, Global Action Plan globally with the skills to get a job challenge, with over 200 more the event and the sheer physical takings. From reaching out to train and educate young people o one should lose out on their nationwide illustrating the dangers. the fantastic work that is taking difference in the areas in which and Accenture to train 1,400 young or build a business by 2015. taking part in individual day and challenge of the 760 miles – future potential because of igno- Inspired Life provides positive role they operate. people aged 17 -to -25 in a BTEC Another important aspect of half-day legs of between 50 and well done and thank you.” to building skill sets that will lead to employment, to making N place in the community. serious commitments to the sustainability of the environment, rance or a lack of education –but too models and experiential resources to In today’s economic climate, it is in sustainability skills and guaran- British Gas’ approach is harnessing 110 miles. This enabled employees A celebration evening took place in often this is the case. Our 2013 final- engage with thousands of young peo- more important than ever that tee them an interview on a British the talents and passions of their of varying abilities to take part December, where the final fund- these projects all have one thing in common: they are making ists, however, have established a ple. The mentors encourage them to I came back to the business businesses work hard to ensure Gas project. people to raise money for good and really united everyone in the raising total of £750,000 was an- a real and tangible difference to people’s lives. range of programmes that will help develop their goals and dreams to- after attending the Peer that they are addressing key soci- Global Action Plan is an environ- causes. In 2012, they adopted Great common goal of raising money nounced. The new Centre for people in a variety of areas, with in- wards things they are good at and pas- Awards and shared the experi- etal concerns, while striving to be mental charity with a social Ormond Street Hospital Children’s for the hospital’s new Centre for Neuroscience will enable the spiring role models and experienced sionate about in order to help them both successful and sustainable. enterprise mindset, working with Charity (GOSHCC) as their national Neuroscience. hospital to treat more children mentors for young people the com- achieve their true potential. ence. Work with St Christo- Growth of unemployment is a partners to deliver environmental fundraising charity partner. Setting Tim Johnson, Chief Executive of with complex neurological The Chairs mon thread. Quite often corporations Using scientific evidence, bwin. pher’s has now expanded, and big issue facing Britain. and social change on a large scale. out to raise an ambitious £500,000, GOSHCC, said: “British Gas Bikes conditions in world-class facilities. can fulfil this role in a way that the party – a global online gaming provider today features interaction from Unemployment rates are at their It aims to combine the values and public sector and local communities – is working with the Harvard Medical our business leaders and the highest for 15 years and almost a mission-focus of a charity with on their own cannot. School to create a safe and responsible million under-25s are out of work. the collaborative and business In response to the growing problem environment that can identify risky young people, which gives the As a leading British strengths of a social enterprise. of childhood diabetes in Turkey, phar- behaviours and gambling-related development days a fuller feel. company, British Gas has both its Accenture supports Transform maceutical company Sanofi Group problems before they can emerge. All in all I would say this event roots and future in Britain and a through its Skills to Succeed Turkey collaborated with Government The Bank of America Merrill Lynch- responsibility to make a difference. initiative, which draws on one of and healthcare associations to produce supported Financial Education and was a great networking and the world’s largest juvenile diabetes Employability Programme helps stu- learning opportunity. Leanne Craddock and educational awareness programme. dents develop their presentation skills. Jeevan Dhillon, two Geoffrey Williams, Diversity participants from the Young drivers are at greater risk on the The result has been raised GCSE Transform programme roads than any other age group. To help grades, greater self-confidence, im- and Inclusion Specialist” at address this issue, Michelin has teamed proved wellbeing and a better under- Thomson Reuters, and up with regional partners to roll out a standing of others and of social issues. 2012 Peer Awards finalist Carolyn Housman Matthew Hale Director, Heart of the City Environment Executive, Challenging deeply at arm’s length when companies look workplace, after receiving sponsorships Bank of America Merrill Lynch ingrained perceptions to employ new people. for six months’ targeted work skills train- Carolyn has helped advise over hroughout history particular The Intu Chapelfield Custody & ing by Petrofac’s Saudi Arabia office. 450 businesses on developing Matthew oversees all the Tgroups of people in certain socie- Community Project provides work expe- Recognising the lack of women in new CSR programmes. activities at the bank across ties find it hard to gain acceptance. rience and training for serving prisoners science, L’Oréal and Unesco devel- Heart of the City works with Europe and Emerging Markets Women have for a long time found it from HMP Norwich and HMP Blundeston. oped the For Women In Science pro- London businesses to develop ex-Asia that focus on embedding difficult to break into certain fields of It reduces reoffending by providing of- gramme. This International Laureate and share effective and sustainability and climate change endeavour, and in some countries cul- fenders with a real alternative to crime. Award offers $100,000 to five female inspiring Corporate Social linked-themes into its business tural mores can conspire against females Dispelling stereotypes, 50 Saudi female scientists, one from each continent, in Responsibility programmes. and corporate activities. gaining any form of employment at all. high school graduates, including a number recognition of their contribution to British Gas Bikes Britain Serving prisoners are by and large kept who are physically challenged, entered the the advancement of science.

Companies that give back charity that supports people affected Building a sustainable future can do to further the commitment of producing and disposing of way of thinking, focusing on water from customers helps build more Focus on to the community by brain injury, to help them increase hese finalists introduced to sustainability. Sometimes, surplus chargers. as a precious, finite and valuable sources of green energy. ife isn’t about profit and loss their profile and improve fundraising, Tprojects into their companies to changing people’s minds is the Furthermore, O2 has embraced resource. Love Every Drop is their Working in partnership, E.ON The Entertainer Lor the bottom line – it’s about through the recruitment of marathon reduce negative environmental hardest part and getting everyone flexible working for its employees. call to action – to put water at the and Action for Children developed people. Companies that recognise this runners, national sponsorships and impacts and to build towards a sus- on-board can be a real achievement. As a consequence the company heart of a whole new way of living. Energy Counts, a project which uses Families and local community are at the heart of what The Entertainer does also understand the importance of the transformation of facilities. tainable future. Often these pro- O2 has made a commitment saves 30 tonnes of CO2 emissions Ecotricity is a green electricity an established toolkit to advise Their responsibilities design the floorplan. profit. As the company position of Chairman. giving back to the community, whether British Gas Bikes Britain was the grammes involve engendering not to offer chargers as standard per month and has helped their generator and supplier, which families on how to make low-cost extend beyond the walls They had the opportu- continues to work The Entertainer is also locally, nationally or even globally, with largest corporate challenge ever under- company-wide changes with mobile phones by 2015, as staff achieve a better work-life founded the green electricity market energy efficiency changes. Families of their stores. Their nity to ask questions, pitch with the children and helping with the practical staff becoming enthusiastically in- taken on behalf of the Great Ormond of attitude and a requirement to most customers already have a balance. The result? Their people in 1996 and now powers over 70,000 are supported with follow-up visits relationship with the ideas and learn from a teachers at Barnfield, they redesign of the school as it volved in a range of challenging and Street Hospital. This epic road cycle foster employee and customer suitable charger. This will help feel more productive. homes and businesses from its fleet by Age UK to install practical energy Barnfield Skills retailer expanding in the are always looking continues to focus on the inspirational initiatives. was a “phenomenal achievement”, awareness of what each individual reduce the environmental impact Anglian Water is pioneering a new of 55 windmills. All money received efficiency measures into homes. Academy is a mutually reality of a double-dip at new ways to inspire retail sector. The children First Capital Connect play a central according to Tim Johnson, Chief beneficial one. As The recession. They also pur- the students. Two of are providing feedback role in the communities they serve. Executive of the Great Ormond Street Entertainer continues to chased sweets to sell at the senior managers about their experiences They are the first train operating com- Hospital Children’s Charity. Opening the door to find work inspired Wolverhampton expand nationally, the The Entertainer’s compa- are on the Barnfield and helping to shape the pany to offer travel assistance for the Warwickshire County Council’s to employment Homes to set up LEAP. This award- students are completing a ny-wide conference, Advisory board, one nature of this working re- unemployed and involve local com- community-managed library scheme Conference Host elping individuals to develop winning training project is making viability study for an learning how to make a of whom holds the lationship. They will also munities to assist in improving the is a testament to what can happen Hthe skills necessary for employ- a real difference – 80 tenants have Entertainer in Luton, present their station and neighbouring environments. when a local authority and residents ment benefits each person involved. been helped, with 16 securing paid their local community. feasibility study to Gary Through Volunteering Week, share a common goal and determina- As a global financial institu- programmes, investing in global By moving more people into gainful apprenticeships and six securing The students spent time Grant and a panel of The Guardian has developed projects tion .Together, the council and the local tion, Bank of America Merrill leadership development, and employment, society as a whole also full-time jobs so far. at a shopping centre with interested parties this which allow volunteers to share their community are working in partnership Lynch is committed to develop- promoting cultural understanding. reaps benefits. The NatWest Mobile Business MD Gary Grant, learning month. Neither party in- professional skills and develop their to save local libraries. ing solutions for social and By harnessing employees’ intel- E.ON and National Energy Action School provides a one-stop shop for about costs involved in volved could have own capabilities. KPMG’s BRIGHT pro bono pro- economic challenges. lectual capital, sharing knowl- have developed Community Energy enterprise education. Working in opening and running a Barnfield students imagined the scope and The programme aligns business gramme uses their people’s diverse The company’s responsibility edge and connecting capital with Fit. The scheme offers training and conjunction with universities, store and how to buy selling their sweets potential of this project and community needs through and expert skills to build the organi- platform focuses on business need, Bank of America Merrill volunteering opportunities to unem- communities and colleges, it’s a bus to store managers product. On a practical at The Entertainer when they first met – collaboration, illustrating how sational and financial capacity of practices, environmental sustain- local communities through Lynch can provide opportunities ployed people, increasing their offering a relaxed environment for level, they measured floor Conference in now the possibilities businesses and community groups community clients and their benefi- ability, advancing opportunity in education and employability that effect positive change for all. knowledge of energy efficiency and students and budding entrepreneurs April this year space and fixtures to help seem endless. benefit from volunteering. ciaries. To date this has delivered a practical energy efficiency skills. to seek free advice about starting iPSL worked with Headway, the £2.6m investment. Seeing tenants desperately trying and running a business.

Hear these speakers at the Corporate Responsibility You too can be a speaker at the Conference day on 26 June Corporate Responsibility Conference day on 26 June See the middle pages See the middle pages 6 A publication from the Peer Awards distributed with The Independent A publication from the Peer Awards distributed with The Independent 7

Customer service Sir Paul McCartney your interface with your actively supporting The 2013 Peer Awards for most valuable asset Rachel Sparrow, Research & Development the Friends of the disgruntled customer seldom Consultant, EDF Energy says: Earth event A remains a customer for long, so Like the fact that the winners are how companies deal directly with individuals can be a critical ele- voted for by the audience - makes Customer Engagement ment in client retention. Successful “you feel like you have made a customer service may require a genuine contribution by voting. change of focus throughout the The Finalists whole organisation – it is the cus- tomer that matters rather than the ” Whatever industry or sphere of business a company is in, their relationship with their clients or customers is pivotal to product. Customers appreciate hon- esty, transparency, speed and effi- their success. Maintaining and nurturing good customer relationships can be done in a multitude of different ways, ciency in dealing with companies. as the entries in this category ably demonstrate: gala events which break the mould, treasure hunts, social media It’s simple: treat people as you’d like Partner initiatives, online shopping with a difference and even medical research all feature among their projects. to be treated yourself. “It was clear that the industry tion of customer engagement had lost customers’ trust. Nothing channels such as mobile and so- High-tech ways of promoting £1 to Heart Research UK for every new short of a radical solution was cial and a growing recognition of The Chairs human interaction “like” on its Facebook page. The called for,” says Tony Cocker, chief the importance of engaging em- t’s too easy for the introduction of resulting £150,000 donation is fund- executive of E.ON UK. “Much of ployees to engage customers. Itechnology to dehumanise the ing a medical research project. what we did appeared confusing Its mantra is that organisations links between a company and its cus- Redrow has adapted familiar and complex, and prices were need to be where their customers tomers. The challenge for the 21st cen- online shopping experiences to rising without us explaining why. The Customer Engagement are. They need to cut across their tury is to harness technology in a way help customers when buying a home, We needed to reset our relationship Network is delighted to be work- own internal silos, take a more which enhances the communication allowing them to select their own with customers.” Making a price ing with the Peer Awards on the holistic view of their customers – person to person, rather than person designs, from kitchens and wall promise, offering all products first Customer Engagement both internal and external – and to machine. Our finalists have utilised tiles to wardrobes, bathroom fittings through all sales channels and Awards designed to recognise deliver a consistent and appropri- the internet and social networking to and even electrical fittings. scrapping premium rate numbers and reward the implementation ate service across all channels, Marketing initiatives that form for film-makers to showcase mould of charity gala events with create online communities, to em- The DPG online community is a are examples of how they have of successful customer and em- offline, online, social and mobile. stand out from the crowd their work and be discovered. This an experimental menu offering power homebuyers in their decision- social network built around custom- listened to customers. ployee engagement strategies The launch of the first Customer s consumers become ever more year, the awards received 400 en- courses as edible habitats and making and to involve their customers ers. It enables the members to share Lebara achieves strong customer across all sectors. Engagement Award is timed to Asophisticated, they are no tries and over 11,000 votes. entertainment fusing opera, ballet in their charitable endeavours. relevant and interactive content, per- retention by creating memorable The Customer Engagement reflect this revolution in customer longer impressed with bland mar- Eastpak has connected directly and a choir. This was a refreshing Simplyhealth highlighted the po- sonalising the customer’s experience experiences for them, supported by Network is designed to help its behaviour and expectations and keting messages or blanket cover- via social media with the sort of change from the celeb-led food and tential link between dental health and and connecting them with each other an internal social media portal, by community of over 20,000 the need for organisations to re- age. Smart companies are engaging person who should be buying their drink model. Mike Cornwell FIDM Steve Hurst cardiovascular disease and donated in a seamless, portable way. selecting new recruits based on executives in the customer align their customer engagement with their customers at a more per- brand, inviting them to find £5,000 Eversheds collaborates with CEO, The IDM Editorial Director, their values and by welcoming new space to devise and implement strategies to meet this revolution sonal level, targeting each sector of hidden by a mysterious individual Miami Law School’s Customer Engagement Network customers without up-selling. winning employee and customer head on. their audience more specifically somewhere in London. LawWithoutWalls to engage future Over 30 years with major Laura Pettitt, Head of Learning at Bupa International, Nationwide has a number of engagement strategies that The Customer Engagement and taking more care to differenti- O2 Inner Circle combines forums, leaders in the law in developing agencies in direct, data and Steve is Director of the Customer and 2012 Peer Awards finalist says: mechanisms in place to seek and result in improved performance Award gives organisations the ate themselves from the competi- hospitality and a LinkedIn group for commercial skills and improving digital marketing recently led Engagement Network. “Being involved in the Peer Awards was a promptly respond to customer and profitability. opportunity to showcase the tion. These marketing finalists have peer-to-peer engagement, to build cross-border working practices Mike to a role that combines great opportunity to benchmark ourselves feedback. Over 14,500 customers The Network was formed four winning strategies they are developed some unique methods of relationships with valuable senior through innovation. Participating his passions for people He is also Editorial Director of are asked every month about their years ago to reflect a “perfect implementing to work with their engaging with their customers. executives at customers or pros- clients include American Express, development and measurable Customer Engagement Magazine. against other organisations. The networking experience of service, and the storm” of continuing tough eco- customers in this brave new The Sony PROduction Awards, pects, to share insight and raise Barclays, Coca-Cola, EDF, marketing communications. opportunities that have been created as a resulting information helps drive nomic conditions, the prolifera- world of engagement. devised and run by Sony money for their good causes. GlaxoSmithKline, HSBC, Nestlé result have been incredibly valuable.” improvements in satisfaction. Professional and Bite, are a plat- Friends of the Earth broke the and Siemens. The 2013 Peer Awards Conference 26 | 27 | 28 June At Bank of America Merrill Lynch, 2 King Edward Street, London EC1A 1HQ 09:30 to 17:00 come to the Conference Corporate Responsibility Customer Engagement People and performance Candid talks from practitioners Wednesday 26 June Thursday 27 June Friday 28 June Speak with the other participants community initiatives and the environment marketing to and engaging with customers nurturing staff and improving performance Help judge the winners The conference agenda consists of all the 2013 Peer Award finalists speaking, including for each day: still enter for a Peer Award Your work acknowledged Speak at this conference Be in The Independent

Visit the website at www.thepeerawards.com/indy Visit the website at www.thepeerawards.com/indy 8 A publication from the Peer Awards distributed with The Independent A publication from the Peer Awards distributed with The Independent 9

Engaging with Talk to Me – Creative Staff now treat each other and clients employees to encourage Internal Communications with direct, open and honest commu- The 2013 Peer Awards for and inspire Sponsor aluable experience and words of nication, as if they were their mum. ometimes it is important to go If UK organisations are to responsible for development need Vwisdom went to do any good un- UKTV is a multi-award winning Sbeyond what might be expected. achieve high levels of success to focus on both dimensions – if less they are communicated to those media company. Nurturing a This can be for instance to demon- they need high performing staff. you don’t do something about how who will benefit from them.Good passionate and enthusiastic working strate to your people that they can Sounds simple but it’s not employees are feeling alongside internal communication culture is critical to their ongoing suc- People & Performance rely on getting your support in diffi- always that straightforward. ILM improving their knowledge and promotes better working relationships, cess. Their Internal Communications cult times. Or it can be in thinking research (The Pursuit of Happiness: skills, the effectiveness of any de- allows for the dissemination of key team uses creativity and imagination to creatively when wanting to motivate Positivity and Performance) found a velopment will be limited. So next information and can set the standard do this, leading to increased motivation The Finalists staff and to raise their performance strong link between employees’ time you hear someone talk about for external communication. Keeping among staff and increased productivity. to a whole new level. Who wouldn’t psychological wellbeing and the ‘happy sheets’ at a training event, staff informed helps them to feel they Asda has increased the take-up of Companies which respect and value their people are always more likely to be successful than those that don’t. It stands to reason want to work for companies like perceptions of their own perform- ask them if they really are finding belong; the projects outlined below its long-established employee share these? ance. Managers who put themselves If you think you are doing well, out if employees are truly happy. illustrate different ways of engaging ownership scheme by using a combi- that if you nurture and invest in your workforce, they will work hard and invest in their positions in return. The entrants in this As a sponsor of London 2012, in the top 10% for performance you feel good. If you feel good in Given what we know about em- with staff and of encouraging their en- nation of paperless approaches such category have demonstrated thoroughly and in numerous different ways the value of looking after and developing your teams. InterContinental Hotel Group ranked their personal happiness your job you’ll do it better. And it’s ployers’ reluctance to train new gagement in return. as a dedicated webpage, SMS, QR When your personnel take pride in their work, it will inspire confidence in all your customers, clients and business partners. unlocked the spirit of the Games high at 96 (out of 100); the bottom not just the happiness of an organ- managers (ILM research: The Vodafone wanted its retail and con- codes, Facebook and internal champi- through a series of athlete hosted 10% scored themselves at only 10. isation’s leaders that impacts per- Leadership and Management tact centre people to understand the ons to reach their large and varied em- experiential events for employees The question about the correla- formance. ILM found that if a team Talent Pipeline), and the evidence importance of protecting customer ployee base. Coaching and development the store managers and operational globally. These events brought to tion between positivity and per- is happy and performing well this from this research that employees and employee data: it’s not just infor- Green Challenge, Experian’s first The Chairs to build a better team teams of the future The Entertainer life the Olympic and Paralympic formance is an important one; are influences the wellbeing and per- are far more positive if they mation, it’s someone’s life. An innova- global engagement project, calls upon nvesting in the skill set of your exist- launched an Aim Higher pro- spirit in-house and helped inspire people more positive because they formance of managers. have access to development, tive communication campaign was colleagues around the world to self- Iing personnel and enhancing their gramme, involving applicants in engagement and pride. know they are high performers, or Not only can training and the solution to this problem may deliberately provocative to ensure the select into teams. They are then en- effectiveness across the spectrum of challenging projects within head A creative engagement strategy does being a high performer make development impact on perform- well be quite simple. Train message prompted engagement. couraged to participate in mini your business areas is obviously a far office, gaining insight into depart- at MBNA, a Bank of America you feel better about yourself? But ance, it can also indirectly im- employees early and their happi- The Crawford Mum Test raises cus- challenges, leading to a reduction in more cost-effective way of raising ments and careers available. company, maintained and it is not a simple cause and effect – prove psychological wellbeing. ness and performance are likely tomer service delivery by promoting their own environmental impacts and staff productivity than investing in Reed Smith’s graduate learning improved financial performance rather a reinforcing virtuous cycle. This is important, because those to improve. pride, involvement and accountability. to raise money for the Red Cross. new talent. It’s also a way of showing programme this year features a and customer satisfaction in your people that you value their contri- creative ‘reverse mentoring’ highly unpromising circumstances bution to the company. initiative, whereby the graduates when the bank announced it Within the workplace catering sec- ‘mentor’ more senior generations was exiting the credit card business Recruitment, Talent career span of current senior staff. oped new assessment materials and you are Responsible, Involve others management positions at the univer- tor, some steer towards reducing in- on the new course’s learning materi- in Europe. & Leadership When Direct Line Group separated processes and launched their new and create an environment for sity. All leadership training should be vestment, be it financial or time, in the al, sharing learning upwards across Nokia Bridge is a program to he recruitment, talent & leader- from RBS Group to form a standalone Employer Brand. By making the Challenge ) they have been able to focussed on enhancing business training and development of their the business. support employees who as a result of Tship category is all about finding company, they had the unique oppor- candidate experience a priority during further release the potential of their performance. Development for employees. This can lead to a change Save the Children’s network restructuring are leaving the right people, bringing them into tunity to reinvent their Resourcing these transformations, they have seen people through a cohesive leadership women is no different; all the evidence in how food itself is prepared and of more than 70 experienced (or are due to leave) their roles the organisation and then ensuring team. They not only restructured the positive effects, particularly through framework, supporting over 7,000 shoes that a gender mix at a senior Carol Wilson Julie Starr served. BaxterStorey invest in training independent professional coaches within Nokia. that they have all the skills they need existing team, but additionally: built improved application, interview and staff and volunteers. level delivers better results on busi- MD, Performance Coach Training Director, Starr Consulting as a core part of their business philoso- provide management and leader- By taking a proactive approach to to become tomorrow’s leaders. These a new team to complete online and assessment results. The University of Central ness metrics. The Macnaughton phy no matter what the circumstance, ship coaching on a pro-bono basis. what can be a very difficult and pain- finalists have made an investment in telephone volume assessments, PDSA is bringing about real culture Lancashire established the Future McGregor women leadership pro- Carol is member of the Global Julie is author of The Coaching which is what gives them the talented Leaders find the coaching increases ful process, the company aims to their soft assets, expanding the overall background screening, and contract change at a time of economic chal- Proof Women’s Development gramme provides a comprehensive Advisory Panel to the Manual and Brilliant Coaching. people that they have. their confidence and effectiveness, create meaningful opportunities for skills pool, enhancing individual production; implemented a new lenge through the realignment of its Programme, a complex blend of inter- blend of learning to enable women to Association for Coaching, Her coaching models and To discover, engage and develop and are now champions individuals and local economies. careers and building leadership applicant tracking system in eight leaders beliefs and behaviours. Using ventions and support that encourages etch their own way towards fulfilling Fellow of the Professional principles influence the develop- structures that will endure beyond the weeks; built a new careers site; devel- its own ‘BRIC’ programme (Believe more women to participate in senior an effective senior position. Speaking Association and ment of coaching practice global- Trustee of the Ministry of ly; her books are translated into Catherine Dalziel, Learning and Development Manager, Pizza Express, and 2011 Peer Awards Finalist says Entrepreneurship Foundation. several languages. Great intimate venue and event. Relaxed atmosphere Focus on “that encourages true sharing of ideas and learning. The Institute for Work Based Learning at Middlesex University Technology with a ” gramme, connecting their delegates human interface through a design based around so- Middlesex University – Building on Success Focus on e may be living through a tech- cial learning, harnessing technology Ground Construction Wnological revolution but the to enable collective intelligence. The Institute for Work Based Working with CITB-Construction agreed that the Construction significant work in the construction understanding of the way in which technology we use on a day-to-day Touch is an innovative corporate Learning at Middlesex University Skills, Middlesex have developed Operations Management foundation sector is also reflected in the collabo- the business works. The University basis is only as good as the humans learning programme that is helping is recognised globally for leading- level 5 and 6 Higher Apprenticeships degree would be suitable for direct ration with Ground Construction encouraged a collaborative approach behind it. Good technology applica- staff at the UK’s third largest care edge practice and research in pro- in Construction Management that entry to Associate Membership, they Limited and we are very proud to be a to higher-level learning that included Constructing a Learning Organisation from the Ground Up tion can enhance productivity, al- home operator, HC-One, to deliver fessional and work-based learning. include pathways to professional rec- have also said that: RICS welcomes partner with Ground Construction sharing the collective experience as a lowing for flexibility in work the kindest care to residents and Middlesex University is applying its ognition. Usually, graduates have to the innovative approach of Middlesex Limited (GCL) in the Peer Awards. group of practicing construction GCL is a sub-contractor of previous learning and programming and ten- to increased professional patterns and increasing accessibility their relatives. expertise in professional and work- gain significant work experience be- University to providing Higher The partnership with GCL began professionals. in concrete frames and experience, was complet- dering. This enabled practice, in turn resulting to peers, experts and external con- AEG Europe created an HR Shared based learning to the development fore applying for professional mem- Apprenticeship routes through to when the directors of the company The three way learning partnership ground works. Like ed within three years. each of them to apply in more lucrative nections. These finalists have all Service Desk – an efficient and of Higher Apprenticeships in a bership but because the Middlesex professional membership. Higher expressed a serious interest in devel- between GCL, its managers and the other SMEs in the Instead of attending for- theory to practice at a projects. Knowledge of harnessed technology to enhance effective system to deal with all range of diverse sectors including Higher Apprenticeships use work- Apprenticeships that are built on oping their middle and senior level University resulted in 100% success- construction industry, mal lectures, the four level appropriate to their the production of in- their people’s workplace experience. HR requests. It allows the HR construction. In fact, Middlesex is based degrees they can apply for work-based degrees have the poten- managers through work-based higher ful completion but also through em- it does not have an HR candidates used an ac- roles. The candidates house literature, systems Virgin Media put collaborative, team to monitor and respond to one of only two universities to receive membership directly. For example, tial to open doors for aspiring profes- education. The Institute offered a flex- bedding the values of ongoing department; up to now tion learning approach to worked collaboratively at to promote health and relationship centred values at the all queries with solution, coaching Government funding to develop the Royal Institute of Chartered sionals while maintaining ible and supportive route through its professional development though training and develop- complete group projects GCL headquarters, sup- safety, environmental heart of their leadership pro- and training. Higher Apprenticeships. Surveyors (RICS) have already professional standards (RICS, May innovative undergraduate and post- reflection on practice. ment had always on topics such ported by an academic protection and improved 2013)Dr Darryll Bravenboer, Head of graduate degree programmes and the focused on certified as health and safety, from the IWBL at risk analysis is being dis- Apprenticeships in the Academic Development at the opportunity for ‘learning through skills training. Middlesex University. As seminated through rele- construction sector Institute for Work Based Learning, work’ was recognised as being of sig- In 2010 GCL took the rad- Helena Boland, Training and a result, all the managers vant professional bodies. said: Higher apprenticeships are con- nificant value to the organisation. development consultant, Andy Crossey, Senior Vice President and Group Talent Management ical step of offering de- Ground Construction Ltd were either awarded an GCL has demonstrated Director at Capgemini, and 2012 Peer Awards finalist says cerned with developing higher-level Initial discussions between the gree level, work-based MA or a BA in how sub-contractors in “ skills and universities have a key role partners led to the development of a learning programmes to Construction the construction indus- The Peer Awards Conference was a great opportunity to learn to play in working with UK employers unique programme that met the two middle and two sen- Management. try can celebrate and from others and the quality of presentation was very high. to transform the sectors they operate workforce development require- ior managers to develop A one–year follow up learn from their own The conference was full of great ideas, but what made it truly in, so that higher-level learning is ments of GCL and meet the academic talent, promote leader- shows enormous impact practice. Furthermore, it inspirational was the way the ideas had been turned into actions seen as a normal aspect of working standards required by the University. ship and form the nucle- on the candidates, the has demonstrated how life. This initiative will provide new The GCL managers who have under- us of organisational directors and the organi- middle and senior man- with fantastic results. It was inspiring to meet so many people opportunities for aspiring construc- taken the programme have worked in development. The be- sation. Group engage- agers can work together showing incredible drive and determination to take their ideas tion managers to gain industry en- a collaborative way that resulted in spoke programme, which ment, reflection and to create a culture of or- forward, and maximise the potential of their people. It was a dorsed university qualifications on the development of practical projects allowed for accreditation problem solving has led ganisational learning. the job. with outcomes of direct benefit to the Middlesex University - great event for the sharing of inspirational ideas and we were The work-based approach to this organisation, while providing a fresh Hendon campus in London delighted to be finalists for our work on leadership and talent.” Hear the speakers at the People & Performance You too can be a speaker at the People and Performance Conference day on 28 June Conference day on 28 June See the middle pages See the middle pages 10 A publication from the Peer Awards distributed with The Independent A publication from the Peer Awards distributed with The Independent 11 The 2012 Peer Awards for The 2012 Peer Awards for Corporate Responsibility People & Performance The Finalists and Winners The Finalists and Winners

The 2012 Peer Awards conference was hosted by open cloud specialists Rackspace at their London HQ building. Over three days, 39 finalists presented Overall Winner their corporate responsibility and people & performance initiatives entries and candidly shared their insights. They listened to and were The De Vere Academy for Hospitality inspired by one another’s talks, and participated in the judging of their fellow finalists. Employment Awareness for the Community The finalists were acknowledged and the winners were announced and celebrated at a fabulous Awards Ceremony, in the form of a Champagne afternoon tea at the Royal Horseguards Hotel in Central London. Entry: Ensuring the Future of Great British Hospitality in line with local, regional and national agendas, De Vere takes young people aged 16-24 and trains them in an Education for the Community open manner with great industry experts. Speechly Bircham Shortlisted Finalists Entry: Children and parents managing Channel 4: Entry-level talent programme privacy and reputation online Thomson Reuters: Press Gang (City of London law firm), Speechly Bircham educates children and parents to manage their privacy and reputation online, an initiative that has grown from a Kellie Rixon one-off project to become a charity with its own brand. Robert Bond Shortlisted Finalists Financial Awareness for the Community City & Guilds/London Youth: Supporting London’s Youth Community Links/Barclays The FPA: Relationships and sexuality for people with learning disabilities. Sexual health charity FPA was also Winner: Community Links/Barclays winner of the 2012 Peer Award for Inspirational Idea. Entry: Building financial literacy and helping tackle existing debt with Laura Pettitt, Head of Learning, Parliament Education Services: How to Engage Youth the support of Barclays, Community Links is educating and empowering Bupa International, and with Politics for More Than 15 Minutes people of all ages by giving them the skills to take control of their finances a 2012 awards finalist Thomson Reuters: Creating work-life skills for and avoid getting into debt. underprivileged young adults Shortlisted Finalists Coaching and Development Talent and Leadership Bank of America Merrill Lynch: The Financial Education Kent County Council Tearfund and Employability programme Lloyds Banking Group: Making Britain financially Entry: South East Coaching and Mentoring Network: empowering parents. Entry: Selecting, Developing and Measuring the capable – a sustainable approach Disabled children’s parents are trained as coaches, so that they can defend Impact of Emerging Leaders The Inspired Individuals Wendy Lloyd their rights and the rights of their children themselves, engaging as equals Initiative identifies and supports social entrepreneurs with professionals. working in resource-poor environments whose radical ideas could impact millions of people. Shortlisted Finalists Georgina Havers, Principal Training Sustainability and the Environment British Gas: Premier Energy Podium Programme Shortlisted Finalists Specialist, PPD, and overall winner The @one Alliance Buckinghamshire County Council: Transforming uncertain Bank of America: Internal and External Talent “of 2011 Peer Awards futures into inspiring opportunities Management and Succession Planning Chris Jones Excellent networking. Mitie: Ensuring success through inspiring your people Capgemini: Enabling New Leaders to Perform on the Leadership Stage Entry: The @one Alliance: change Rackspace: Employee engagement through development Rackspace: Creating a Big GREAT Company, Not a Great BIG One Loved the peer circles. towards sustainability leadership. Royal Caribbean International: Involving your audience Really benefitted from the A collaborative organisation CR&S with all their senses Graham Smith support provided prior strategy that leads to the reduction Technology for Performance of embodied and operational Virgin Media Conference Peer Circles to the conference. carbon in the delivery of water Technology for People to more than five million people Royal Caribbean International Winner: Virgin Media Philanthropy in the east of England. Entry: Flexible working enabled by enterprise ” Entry: Technology for high-impact blended training. social media. Sharing knowledge across Burdens Shortlisted Finalists Virtual environments give partner travel agents an experience organisational silos at blinding speeds on a platform Entry: Co-ownership; delivering profit; sharing success – Burdens. A Citizenship Foundation: of the Royal Caribbean product, the alternative to which would that looks, feels and works like a combination of distributor of products for the construction industry, is challenging the Make the link – climate exchange be to try and get 20,000 travel agents onboard their cruise ships. Facebook, YouTube, Twitter and Skype. role of business within society with a model that combines employee Coca-Cola Enterprises: Davide Stronati co-ownership with a pro-active charitable foundation. Encouraging consumer recycling Shortlisted Finalists Shortlisted Finalists Friends Life: Influencing behavioural change for a more BP: The what, how and why of performance planning Bupa International: The Academy: Shortlisted Finalists sustainable future Bupa: Supporting a business critical change in project delivery building a stronger business Marsh: Maximising CSR impact and engagement at minimal cost McDonald’s: Develop the most environmentally IPA: Bringing learning online for the advertising industry Marsh: Social learning, risk and insurance Leon Benjamin Turner Broadcasting: CNN and Cartoon Network building schools in Africa Kevin Hancock empowered workforce Wipro: Individual learning plans through an integrated talent management system Samantha McCarthy McDonald’s: How to utilise technology to engage your employees

Attend the conference next month and help judge the 2013 Peer Awards You can still enter for a 2013 Peer Award for Excellence See the middle pages See the middle pages Corporate Responsibility: 26 June | Customer Engagement: 27 June | People and Performance: 28 June Topics: Coaching | Community | Communications | Customers | Marketing | Sustainability | Talent | Technology 12 A publication from the Peer Awards distributed with The Independent

We wanted to learn directly from the hard-earned experiences of practitioners that have been there, done that. If we could benefit from what others have ‘learned while implementing similar initiatives, perhaps we as a network could avoid the same pitfalls. What was needed was a platform that would attract these unsung heroes of British industry to share their inspirational ideas with other professionals, warts and all. And so we created the Peer Awards., Stephen Citron, director, The Peer Awards for Excellence

The 2013 Peer Awards Finalists

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