Customer – Corporate objectives and targets

2010 Objective – Sustainability is a critical factor in 20% of our orders for new work.

2004 Target – By end of year, sustainability will be an energising and relevant part of the Carillion “sales pitch”.

We produced and briefed out a Sustainability Toolkit to assist our bid teams.

We received a 100% score for this target.

The following information was presented to the auditor:

• Sustainability toolkit and assorted correspondence

• Stakeholder engagement diagram

• Bid overview document

• Delivering business through sustainability document

• Evidence that sustainability toolkit was raised at marketing and communications meeting workshops for Carillion Health

• Evidence of Carillion Building Services briefing

• Correspondence and feedback from marketing teams

• Evidence showing environmental toolkit in a tender

• Evidence detailing examples of sustainability in tenders.

2004 Target – Demonstrate progress through surveys of the 25 recent wins beginning of year versus end of year.

We surveyed a selection of our customers using an on-line questionnaire and “face to face” interviews.

We received a 60% score for this target.

The following information was presented to the auditor:

• Printout of an online questionnaire

• Various correspondence during development of questionnaire

• Correspondence indicates poor response rate – has made achieving the target difficult.

• Responses from 9 enquiries regarding sustainability issues and the potential for BREEAM use

• Evidence of 'Face to Face' surveys which resulted in clients discussing sustainability or environment.

• A list of clients that the survey was sent to.

• A list of customer reviews.

2005 Carillion Target – Complete roll out of sustainability toolkit to all relevant staff in business development and work winning in each business group.