Dissemination
of sustainable development knowledge and open communication
will encourage a partnership approach to sustainability
Stakeholder Engagement
We recognise that in order to
fulfil the aims of sustainable development it is important
that we look further than our Business Groups to reach all
of our stakeholders. It is important to maintain stakeholder
dialogue to ensure needs and interests are met.
Rethinking Construction (DETR,
1998) has identified the need for the construction industry
to develop more sustainable, long-term relationships with
clients and suppliers and make greater use of partnering arrangements.
To meet this challenge, we have
been progressively strengthening our active engagement with
stakeholders. The diagram below identifies our stakeholders.
The following are examples of
the ways in which we have engaged with our stakeholders during
2001:
Carillion plc hosted a sustainability forum. The forum
was chaired by Sir Neville Simms, Carillion’s Chairmen
and included speakers from Forum for the Future, the Co-operative
Bank and Princess Margaret Hospital. The audience was comprised
of key Carillion customers and clients.
Carillion Building held a ‘Seminar on Sustainability’
and the following comments were received:
‘It was a very interesting
presentation on a topic that we all need to take seriously,
and I admire Carillion’s resolve in highlighting
this issue to the rest of the industry.’
David
Silverman, London & Regional Properties(Developer)
‘I thoroughly enjoyed
what was an extremely thought provoking lecture.’
David
Morrey, Hulme Upright Architects
‘I thought it was
very well organised and well presented and I learnt
a great deal.’
David
Freer, Complex Development Projects
A presentation on Carillion’s sustainability policy
and strategy was given to the cross industry workshop developing
a sustainability strategy for the construction sector on
behalf of Government.
Infrastructure Services and Capital Projects delivered
a presentation about progress towards ISO 14001 to the Institution
of Highways and Transportation forum "Greener Roads".
Schal was instrumental in setting up the South London
Construction Best Practice Group. The inaugural meeting
included a presentation on sustainability.
Community consultation is undertaken by our projects.
Click here
to review the community involvement at NAP.
During 2001 we set a series of
objectives and targets relating to Environmental Supply Chain
Management, which involved working in partnership with suppliers
to improve environmental performance, and improve existing
stakeholder dialogue. Please refer to the Supply
Chain section of the report for further
details.
In addition to the above, please
refer to the Social
Progress section of the report for details
of the ways in which we interact with our employees and local
communities.
Customer Satisfaction
In order to continue to be a
profitable organisation we need to anticipate and respond
to customer needs. This is an area in which we are continually
striving to improve our performance. We have dedicated Key
Account Managers who actively engage key customers to identify
their needs.
In addition, we seek to ensure
that the products and services we provide are to the anticipated
standard. Therefore, we ask our customers for feedback. The
different Business Groups do this in different ways. For example,
some Business Groups issue a Customer
Satisfaction Score Card.
Due to the varied way in which
the Business Groups collate customer satisfaction rates we
are unable to provide details of the levels of satisfaction.
However, we can display customer satisfaction in terms of
customer retention. For example,
TPS Consult
has a customer retention rate of 93%
Crown House
Engineering has a customer retention rate of 90%
To review case studies of stakeholder
engagement please refer to the Social
Progress section of the report.
