Creating a lasting, positive impact on society
In 2018, customers opened 197,000 new savings accounts, more than 36,000 mortgages were approved, including almost 7,000 for first time buyers. Our customer’s Corporate Social Responsibility has four key pillars:
Customers. Our customer operates various schemes to encapsulate savings along with face-to-face savings reviews.
People. Our customer believes that people make the difference. People are the architects of the customer experience, from developing great products to providing exceptional customer service. One size doesn’t fit all when it comes to a great experience.
Community. By delivering educational programmes and improving employability and financial literacy, they can provide life-changing support to people in the most challenging situations. Above all, they engage with local communities to enable them to thrive and prosper.
Our customer is committed to minimising their environmental footprint through responsible procurement and reducing their direct and indirect impacts, and by raising awareness of environmental issues with colleagues and customers. Working in partnership with UKWSL for several years now, our shared vision has been to create innovative and engaging solutions that deliver against the commitments of their Corporate Social Responsibility policy.
Supporting Local Communities
UKWSL operates an outsource business model as opposed to the traditional self-delivery model. Not owning bins, trucks and facilities provides us with the flexibility to source the highest quality and best-fit service providers that work in the local communities within which our customer has its branches. We are very conscious that a lot of innovation in the waste and recycling industry happens within the smaller regional businesses. We are focused on bringing the best of this to our customer. More than 95% of all services that UKWSL manage, are delivered via local providers. By managing both collection and material processing in a localised manner, we can support the principle of ‘localised circular economies.’
The additional benefit of supporting local circular economies is that UKWSL looks to work with the right partners. By applying a proximity principle, UKWSL will ensure that service partners are locally based in relation to the customer branch. This means that vehicles regularly travel through a smaller service area, thereby maximising the quality and timeliness of collection services. The additional benefit is that the associated carbon footprint is reduced by avoiding the unnecessary travelling miles. UKWSL’s success in applying these principles means that our customer has a 99% ‘on-time’ service success rate. Some of our competitors in the waste industry report service success by including missed collections recovered within an agreed number of days. For UKWSL however, service success is about being on-time.
Climbing The Waste Heirarchy
By 2015, our customer were already diverting approximately 80% of all waste generated from landfill. In the years that have followed, UKWSL has been committed to delivering year on year improvements in diverting waste from landfill. By the end of 2017, the rate had increased to 95%. In 2018 we achieved 97% and in 2019 we diverted 99.1% of all waste generated. In addition to tackling waste being generated by sites, our customer has also committed itself to delivering numerous projects to use recycled material in new products. Where carpets need replacing in branches, a product has been sourced which is made from recycled materials including recovered fishing nets. Also, FSC-certified timber has been used as part of the branch refurbishment programme.
UKWSL’s vision and commitment means that we are consistently reviewing services to seek continuous improvements. Our overarching goal was to achieve our customer’ aspirational target of zero waste to landfill by 2020. We delivered on this several months ahead of target.
UKWSL also supports our customer in raising awareness and educating staff about the global and local challenges we face regarding waste management and the environment. Engagement and awareness are fundamental in delivering successful change and creating a new culture where we consider how our behaviour affects the environment around us.
Innovation Through Technology – The Hub
UKWSL has won an Innovation Award for our bespoke-designed web portal ‘The Hub.’ Our portal presents honest, accurate and real-time data, giving our customer complete confidence in the services that UKWSL provides.
The Hub shows clearly presented data and secure log-in’s to keep our customer’s information safe. Because the system is live and web-based, Information is accessible anywhere and anytime our customer requires it. Branches have a quick and transparent way to track requests and source information.
Our customer’s finance team can view invoices, statements and backings data which means they no longer need to retain physical paperwork. Not only does this reduce the need for storage and archiving, but reduces waste being generated in the first place. This is a key added value for UKWSL as it emphasises the top tier of the waste hierarchy.
In support of our customer’s corporate social responsibilities, our web portal can also be used to show tonnage generated by waste stream, by branch and by month, giving both UKWSL and our customer the ability to analyse trends and create projects designed to minimise the impact operations have on the environment.
Compliance documentation including electronic copies of waste carrier licences, waste transfer notes, disposal site permits, hazardous waste consignment notes and more, are all held on the portal. This gives our customer confidence that they can access data required for ISO audits, Environment Agency visits and regulatory inspections.
Value For Money
When UKWSL talks about ‘value for money’ we mean that best value for money is defined as the most advantageous combination of cost, quality and sustainability to meet customer requirements.
Cost means consideration of the whole life cost.
Quality means meeting a specification which is fit for purpose and sufficient to meet the customer’s requirements.
Sustainability means economic, social and environmental benefits.
Our partnership approach and commitment to delivering innovative and engaging solutions, is one of the key factors that differentiates UKWSL from other in the market. UKWSL’s proven model for success with our customer can be replicated with other clients in the Public Services Sector.