NWPCSS Presentation 01-10-13 - LeedsDominic Kennedy – Framework Sales Manager

Overview Survey Results Response

KPI and SLAMarketing Strategy

Delivered HEDelivered WPS

Review of MPP Account Management ApproachPreviously Forecasted Purchasing Profile and Final Purchasing ProfileAccount Management Performance : Queries/Resolution and CommunicationSustainability Performance and Highlights

Agenda

Overview

OverviewAnnualised trading circa £2M (Current £1M +)

University of Nottingham - £270k live SeptFinancial Ombudsman Service - £600k live OctHerefordshire CC - £100k Live OctWorcestershire CC trail but £200k due to go live NovSheffield University paper £100kLeicester College student purchasing £40k

Manchester CC leaving the framework due to legal pressure to tender - -£400k

Survey Results Response

Survey Results Response

Low Score Adherence to Contract TermsBetter than Jan 2012 – Lower than August 12

Investigation Which terms – delivery, invoicing, commodity, account management, MICheck KPI and SLA per framework customer

Corrective ActionTraining of customer servicesTraining of Truline delivery personnelUpdated customer details regarding deliveries/SLAAccount manager visitBanner customer survey

KPI and SLA Performance

Orders – 15,721 – 45% >£20Deliveries – 9531

Ave Delivery Value £108Number of lines delivered 70,607 – 99.2% by due dateNumber of lines ordered 69,385 – Stock availability 97.7% (including direct and stamps)Number of lines ordered 67,994 – stock availability 99.1% (excluding direct and stamps)

Survey Results ResponseOther Survey Commentary

Good improvement in product rangeGood improvement in brochure/catalogueGood improvement in quality and service from suppliers representativesGood improvement in ordering procedureSlight improvement in adherence to service scheduleSlight improvement in customer serviceGood improvement to mini competitions

Slight reduction in value for money of the agreementSlight reduction in accuracy invoicing/statementsSlight reduction in overall supplier perforce rating

Disappointment agreement benchmarking service HE, however in WPS positive resultsDisappointment in marketing score, as Banner has focussed with all its LUPC customers individual marketing including

Roadshow/Closed loopDocuBox/Academic diariesCOUP

Marketing Strategy

Marketing Strategy Delivered HE

Banner has delivered requirements requested to each individual organisationCOUPRoadshows

Individual UniversitiesFalmouth – online via home pageBirmingham City University – online, DocuBox and diary mailer with deliveriesOpen University – online and mailers for dairy productsLeicester College – roadshow, DocuBox, diary and closed loop PDF, student packs

Online/PunchoutDiary mailer promotionDocuBox mailerClosed loop mailerBanner promotionsBanner clearance products

Marketing Strategy Delivered WPS

Wider Public Sector

Shropshire Council – roadshow, online, PDF flyer/user guideHerefordshire Council – TBC – go live roadshow, online, PDF flyerWorcestershire Council – TBC - go Live roadshow, online, PDF flyerHousing organisations – roadshow Financial Ombudsman – Internal roadshow for go live dateWider Education- schools and colleges – call out campaignCurrent Customers – contracts campaign

Review of MPP Account Management Approach

Review of MPP Account Management Approach

The feedback I have received from key stakeholders has been really positive. In particular the delivery to desk service is excellent and has worked well.

The university has also been pleased with the level of competitive pricing that is on offer for all office stationery products. This has enabled us to get maximum value out of the contract.

Mark Rund Procurement OfficerLondon South Bank University

Review of MPP Account Management Approach

MPP delivered savings vs. previous spendManchester CC - £120k per annumOpen University - £50k per annumBirmingham City Uni £40k per annumLondon South Bank University - £60k per annumUniversity of Nottingham - predicted £130k per annumShropshire CC – predicted spend reduction £80k per annum

MPP account management approachManchester CC – savings delivered by preferred listingOpen University – preferred listing and authorisation proceduresBirmingham City University – preferred listing and authorisation proceduresBradford College – restricted list and high level full accessLeicester College – restricted list and high level full access

Review of MPP Account Management Approach

Proactive reviews to all customer via account management highlighting Own brand savingsOrder method savingInternal order process saving OPTIMISAMissed savingsVolume savingsPromotional savings

Previously Forecasted Purchasing Profile and Final Purchasing Profile

Previously Forecasted Purchasing Profile and Final Purchasing Profile

LUPCConstruction Skills – Forecast £100k – Actual £84k Goldsmiths University – Forecast £50k – Actual£4kLondon Southbank University – Forecast £100k – Actual £106kSt Georges University – Forecast £40k – Actual Annualised £10kBradford College – Forecast £30k – Actual £27kManchester Council – Forecast £400k – Actual £400k 12 month periodStirling Council – Forecast £120k – Actual £129kShropshire Council – Forecast £80k – Actual Annualised £65kBirmingham Community Health – Forecast £10k – Actual £6kNESHA – Forecast £10k – Actuals £9k

Delayed FOS £600kHerefordshire CC £80Worcestershire CC £200k

Previously Forecasted Purchasing Profile and Final Purchasing Profile

SUPCBirmingham City University – Forecast £100k – Actual £53kUniversity of Bedfordshire - Forecast £40k – Actual Annualised £36kUniversity College Falmouth – Forecast £40k – Actual £37k

NEUPCThe Open University – Forecast £150k – Actual £123kSheffield University (joint) Forecast £50k – Actual £25kUniversity of York (joint) – forecast £75k – Actual £25kOther Joint and Leakage Forecast £50k – Actual £5k

University of Nottingham – Forecast £270k per annum

APUC,NWUPC and HEPCW Limited

Account Management Performance : Queries/Resolution and Communication

Account Management Performance : Queries/Resolution and Communication

Quote University of Nottingham

• “Banner were given a relatively short time span to implement the e-catalogue at a time when The University were upgrading the finance system. Despite several technical challenges that both parties faced, Banner remained professional , responsive and tenacious at all times. But the challenge didn’t stop at Go Live. Queries are pouring in and Banner are supporting UoN in a timely and positive fashion.”

Please formally extend special thanks to Sally Hines and Anna Warnes for supporting the project in a professional and positive manner.

Regards Sangeeta Sahni - Procurement Category Manager - Facilities Management

The University of Nottingham

Account Management Performance : Queries/Resolution and Communication

Open University – positive feedbackAccount managementDelivery personnel identifying address errorsPunchout team working to go live

Birmingham City University – positive feedbackAccount managementResponse to additional preferred listing additionsDelivery

Shropshire Council – referenced Banner Account Management and Framework

Account Management Performance : Queries/Resolution and Communication

Manchester Council – referenced Banner account management and framework

Just wanted to express my thanks and appreciation for the work you have put in with working with Manchester in helping us to rationalise products and enforce the gateways we put in to manage the council's spend particularly at year end when sections usually increase their spend. I've been looking at Manchester's monthly spend figures that have been sent over and the spend in March reduced significantly from last year. The figures also show the spend we usually see in March hasn't moved into the following months as April and May's, spend did not significantly increase either and we have made further savings against the previous years spend. Clearly the work everyone has put into this has been successful for Manchester and is much appreciated.

Kind regards Karen

Karen Lock

Account Management Performance : Queries/Resolution and Communication

Customer Service Quarter - number of queries - 265Delivery Hasten – 37 – 95% closed within SLAReturns – 143 – 100% closed SLAProduct Queries – 33 – 88% closed within call – 12% response within 24 hoursChecking Order Receipt – 42 – 100% closed withinOther - 10 – 85% within SLA – 15% 24 hours

Dedicated LUPC Contact Team Outbound Telesales Team

Sustainability Performance and Highlights

Sustainability Performance and Highlights

Performance and Highlights100% deliveries via Recycla boxNWPCSS Green Optimisa - LINK

25.4% Globe and Tick Products11.4 % Recycled Copier Paper88.6% Sustainable Sourced Virgin Copier Paper17.2t Carbon Footprint

Renewed interest for closed loop paper