Sustainability & Workplace @

Urgent Couriers

Presented bySteve Bonnici

Sustainability & Innovation?

• “At Urgent Couriers we live and breathe sustainability and have been doing it since the late 1990s. We use the environmental, social and economic pillars of sustainability to guide our business decisions to ensure we don’t compromise the success of future generations with our actions today”

• “Innovation at Urgent Couriers means taking our customers where they don’t know they want to go yet”

Sustainability Leaders• Started greening in 1997• First green report 1998• First Sustainable Development (SD) report 2001• Carbon Neutral 2007• Second SD report 2008• ACCA award for 2008 SD report• Sustainable 60 awards 2009

Social InnovationExternal• Supporting worthy community organisations by

– Leveraging our expertise– Donating services– Cash donations

• Providing sponsorship that gives media exposure and builds the brand

Internal• Contractor earnings identified as unsustainable in our

first SD report in 2001• Striving to ensure our contractors earn a living wage

while the company remains competitive– Business support to ensure obligations are met

Measuring Financial Sustainability Daily

Providing Practical Business Support

• Comprehensive training programme• Tax planning and training for contractors• Facilitated tax savings• On-going 360 degree performance reviews for

employees and contractors

Courier Case StudyContractor back from the brink• Started with Urgent in 2002• Earned well but didn’t pay tax• In 2007 IRD caught up courier declared

bankrupt• I approached IRD• Facilitated a managed approach to

continue as a contractor• Finances managed by company accountant• Paying taxes and repaying IRD

Increasing the Return to Contractors

Dollars per Job

$8.00

$9.00

$10.00

$11.00

$12.00

$13.00

$14.00

$15.00

$16.00

$17.00

1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009

Optimal Fleet Utilisation• GPS linked to dispatch• Delivery security• Automated dispatch is the killer application and

we will deliver it this year

GPS linked to Dispatch

GPS to the Door

New ServicesMobile AdVert• Vehicle wrapping for advertising• www.mobileadvert.co.nz

Urgent Tonight• Same evening delivery

service for on-line retailers • www.urgenttonight.co.nz

Urgent Economy Service• Slower service to compete with fleet services

Office Team Health & Fitness• Sedentary desk based roles• Most of the team historically have gained

weight while employed• New office• New start • Team gym• Personal trainer• 70% uptake from team• Life saving for one

team member

Results• Internal Initiatives

– GPS & assisted dispatch, increased efficiency– Happy well rewarded people deliver a significantly

better level of customer service– Harder for competitors to replicate – Our friendly team are one our most commented on

unique selling point by customers

• External Initiatives– Positive brand association from Carbon Neutral & social

support– Greater range of services– Urgent Tonight– Mobile AdVert

Does Sustainability link to Innovation & Sales?

Yes• Sustainable Businesses

– 10% choose Urgent Couriers because of it’s position– 40% will give us a key advantage– 80% it will get us in the door to present our offer

• All Businesses– Nice to have but everything else has to stack up, so often it

gets us across the line– Tenders, not enough weighting, but improving

• Branding– Great differentiating point in a crowded market

• Innovation– Leading the market with our innovative services and

technology

Thank you & Questions