DBL CORPORATE PROFILE

Transcription

1 Swiss Post Solutions delivered by DBL CORPORATE PROFILE We are passionate about liberating our clients so you can spend more time with your customers DRAKE BUSINESS LOGISTICS PTY LTD ABN Level 13, 77 King Street Sydney NSW 2000 T (02) W dbla.com.au powered by SPS

2 CONTENTS Company Overview... 1 Client Benefits... 3 Company Strategy... 3 Core Principles... 4 Our Key Values... 5 Key Personnel... 6 Capability and Expertise... 8 Focus 5 Sustainability Work Health Safety & Environment Model Logistics tyltd and the contents of this document are confidential. It is provided in response to a request and may only be used to review and assess the details. It may not be copied and its contents may not be disclosed without Drake Business Logistics Pty Ltd s prior written consent.

3 CORPORATE PROFILE: COMPANY OVERVIEW COMPANY OVERVIEW SWISS POST SOLUTIONS Swiss Post Solutions (SPS) was established in 2007 and is an international unit of Swiss Post. It was initially created to help businesses make the transition from traditional internal postal and document services to digital document processing, and has grown since its inception through acquisitions. The organisation comprises various national and international companies that were either already owned by Swiss Post, or have since been acquired. With more than 6,800 staff in 14 countries throughout Europe, North America and Asia Pacific, SPS offers a wide spectrum of outsourcing offerings to businesses, from end-to-end business process solutions to document management services and products for secure electronic communication. As an international organisation, SPS has increased its global footprint greatly over the years and has also grown its client base significantly. SPS client base contains 40 of the top 100 organisations of the Fortune Global 500. SPS has a broad and balanced industry portfolio with clients in the financial services, insurance and healthcare sectors with further attention focused on the banking, insurance, retail, telecommunication and media, travel and transportation, and energy and utilities sectors. In 2013, SPS was ranked as one of the world s top outsourcing companies, being named in The 2013 Global Outsourcing 100 by the International Association of Outsourcing Professionals (IAOP). SPS has licensed a range of technology enablers and solutions to DBL and works closely with DBL in the Australasian market to deliver client focused solutions. Some interesting facts about SPS: The third largest mailroom provider worldwide with 400 mailrooms The largest specialist organisation for document management services in Switzerland, the UK and the Republic of Ireland One of the top three players in document output in Europe with quantity of printed documents filling more than 900 trucks every year (320 million documents) Over 250 million documents are sorted, scanned, validated and delivered into client systems a year globally by SPS Up to 1.6 million plastic and cardboard cards and 250,000 chip cards are produced per day Documents in 28 languages are processed for international clients in Vietnam COMMERCIAL IN CONFIDENCE PAGE 1

4 CORPORATE PROFILE: COMPANY OVERVIEW DRAKE BUSINESS LOGISTICS Drake Business Logistics Pty Ltd (DBL) is a specialist provider in the business process outsourcing market, offering comprehensive Document and Office Management Services covering the entire input, output and archiving value chain, including physical and digital mailrooms and corporate office services. DBL is the official provider of SPS offering in the Australian and New Zealand markets. DBL s value proposition is to achieve service improvements and sustainable cost reductions through better use of resources and replacement of manual processes with leading edge technology solutions. DBL offers three portfolios to its clients: Portfolio 1: Advanced Office Services Mailroom and Digimail Managed Print Services and Print Rooms Records Management Front of House Services (reception, concierge, catering, switchboard) 3rd Party Management Portfolio 2: Document Lifecycle Management Input Management Automation Document Management and Archival Intelligent Document Processing Document Output Management Portfolio 3: Secure Digital Communication Inca Mail (encrypted ) Digital Certificates and Electronic Signatures COMMERCIAL IN CONFIDENCE PAGE 2

5 CORPORATE PROFILE: CLIENT BENEFITS CLIENT BENEFITS Reduce total cost of ownership Improve business efficiency Consolidate services on and off site Effectively manage business outcomes Focus on your core business COMPANY STRATEGY Vision The recognised leader in the transformation and management of physical and digital document and office management services. Mission Creating, maintaining and renewing innovative solutions for our clients that meet expectations, deliver improved services, tangible benefits and reduced total cost of ownership. COMMERCIAL IN CONFIDENCE PAGE 3

6 CORPORATE PROFILE: CORE PRINCIPLES CORE PRINCIPLES Our organisation has identified four key principles that defines our approach to business and underpins our philosophy for future success: People In an industry where clients often entrust us with the care of their own staff, having a demonstrable commitment to investing in our team is of critical importance. DBL s staff Academy delivers structured support and career development pathways for all our staff. Process We are document and office management experts with the knowledge and experience to drive down costs and increase efficiency through systematic, sustained and focused process change. We identify where we can standardise and optimise existing operations, preparing a solid foundation for innovation across the organisation. Innovation Our modular technology platform provides access to a comprehensive suite of tools to support our services. The platform provides client-side users with the capability to order a service (archived file retrievals, courier bookings, etc.) track items, view records that are stored in the document repository, and view service performance reports, all from the comfort of their desk through a secure web portal. Corporate Social Responsibility (CSR) We strive at all times to balance the economic, social and environmental responsibilities of the organisation. With a large percentage of our workforce embedded within client operations, a key aspect of the organisation's responsible approach to business is to support and develop the CSR goals of our clients. COMMERCIAL IN CONFIDENCE PAGE 4

7 CORPORATE PROFILE: OUR KEY VALUES OUR KEY VALUES Championing Entrepreneurial Spirit Promoting an environment to encourage individuals with business understanding to think creatively and to continuously challenge the "status-quo". Highest Standard of Integrity Treating our staff and our clients, with respect and professionalism in an open and honest environment fostering integrity and credibility. Challenging our Clients Proactively approaching our clients with the value of change, showing them what the future looks like and helping them embrace innovation, new thinking and new ideas. Designing the Future Participating in the evolution of our industry through research, insight and deep understanding. Differentiating ourselves through innovation, knowledge and the delivery of progressive solutions. Sustainable, profitable growth Continuing our fundamental success as an organisation through operations that profit our clients and ourselves, building long-term relationships based on successful delivery and maintaining investment to support our future. Excellence Forging excellence as a virtue is at the heart of all we do. Anticipating and exceeding the expectations of our clients through the continual pursuit of improvement and empowering our people to deliver. Valuing our People Developing and sustaining a culture in which our people are motivated and respected, through inclusive communication. Considering our Environment Considering the environmental impact of our organisation's activities, promoting sustainable practice in all we do and supporting our clients' visions. Down to Earth Interacting with our staff, clients and partners in a pragmatic, approachable and rational manner. COMMERCIAL IN CONFIDENCE PAGE 5

8 CORPORATE PROFILE: KEY PERSONNEL KEY PERSONNEL Chief Executive - Grant Mackenzie Grant has 35 years experience in the mail, courier, logistics and business process outsourcing (BPO) industries. Grant was instrumental in starting document exchange and office services outsourcing businesses in New Zealand that both became market leaders in their fields. He is regarded as an authority in these areas and often acts as an independent consultant for large organisations on strategic change management. Grant is highly respected for his knowledge and ability to deliver practical solutions that add value to all parties. This has included delivering traditional physical document handling, digital document conversion and workflow process services to leading commercial and government organisations. Grant has worked closely with major banks, telecommunication companies, professional organisations, Government departments, partners and major suppliers across Australasia. Chief Technology Officer Fernando Manrique Fernando is a senior manager with a proven record of creating and delivering profitable technology based solutions. In the last 15 years, he has designed, implemented and delivered numerous solutions in the financial management, human resources, procurement and content management areas. Fernando is well versed in all areas of technology, having managed groups in the areas of infrastructure, service delivery, professional services and research and development, both onshore and offshore. He has been actively involved in reengineering and company mergers where he has used his expertise and engineering training to successfully bring operational and strategic goals together. Prior to joining DBL, Fernando was Service Innovation Manager Global Services at Fuji Xerox Australia, and Chief Technology Officer at Converga. Fernando has an MBA from Macquarie University Graduate School of Business. Business Manager, Australia - Vanessa White Vanessa is a senior manager who possesses a broad range of operational and administrative skills and expertise. Vanessa has a proven record of making a substantial contribution to clients bottom line results, is solutions driven and is committed to delivering quality outcomes. COMMERCIAL IN CONFIDENCE PAGE 6

9 CORPORATE PROFILE: KEY PERSONNEL As Business Manager for DBL in Australia, Vanessa s key accountabilities include national operations management, sales and business growth, marketing and development, relationship management, contract management, advisory and contribution to strategy. Prior to DBL, Vanessa focused her experience and expertise as a senior procurement professional in Australia and has a broad range of experience in both direct and indirect spend. Her roles have included all aspects of the end to end strategic procurement process, strategy design and implementation through to contract negotiation and performance and relationship management of subcontractors. Her most recent roles included leading and delivering a key procurement project for Roads and Maritime Services and as National Procurement Manager for Brookfield Multiplex Services. Vanessa has a Diploma of Business Studies (Massey University, NZ), a Diploma of Quality Auditing and is a qualified Scotwork Negotiator. Vanessa is a member of the Chartered Institute of Purchasing and Supply (CIPS Australia). Business Manager, New Zealand Sasha Chekal Sasha is an innovative and results driven business professional with eight years experience in logistics management and strategic business development. Sasha has wide ranging experience within the business process outsourcing industry from office administration to leading operational multi-site team management and strategic account and new business development. This includes full end-to-end solution management and continuous improvement for a variety of blue chip New Zealand companies. Sasha has an outstanding record of delivering what and when she promises. Sasha comes to DBL from a senior business development role at a leading Australasian print management company with responsibility for strategic development initiatives and leading major print projects. Sasha s key accountabilities for DBL New Zealand are sales and business growth, contract and relationship management, advisory and contribution to strategy. Sasha is currently studying for an MBA qualification at Auckland University. COMMERCIAL IN CONFIDENCE PAGE 7

10 CORPORATE PROFILE: CAPABILITY AND EXPERTISE CAPABILITY AND EXPERTISE SERVICE AND SOLUTION PORTFOLIO Portfolio 1: Advanced Office Services Mailroom Management Solutions that deliver value-added services Incoming Mail Management Services Inter-Office Mail Delivery Services Outgoing Mail Management Services Mail Screening and Security Proactive maintenance of fax and copiers Courier Services and Cost Management Messenger Centre Services Office Services/Front of House Transforming traditional support services into a centre of excellence Reception and Concierge Switchboard Management Stationery Management Meeting Room Management Managed Print and Reprographics Global benchmarking capabilities for multi-function devices On site print and copy services Establish optimum staffing levels Conduct cost and capacity analysis of existing fleet assets Plan investment and procurement strategy and print policy Independence; we have no vested interest in the brand of equipment and consumables COMMERCIAL IN CONFIDENCE PAGE 8

11 CORPORATE PROFILE: CAPABILITY AND EXPERTISE Competitive purchase Service integration (helpdesk, support, monitoring, etc.) Enforces corporate policies Portfolio 2: Document Lifecycle Management Archive Management and Live Filing Services Technology support that puts you in control of your records Skilled records professionals Software and technology solutions On-site live file management On and off-site document scanning and digital archiving Management of off-site records storage and retention Secure destruction and deep storage arrangements Access control and compliance management Maximising cost efficiency of archiving Document Imaging Access to global solutions for the local market Analyse your business processes Define and categorise your documents (volume, value to business benefit of digitising, etc.) Develop a transition roadmap, including a business case for implementation Define an operations model that will standardise, centralise and digitise services across geographic and business functions boundaries Portfolio 3: Secure Digital Communication Inca Mail (encrypted ) Digital Certificates and Electronic Signatures COMMERCIAL IN CONFIDENCE PAGE 9

12 CORPORATE PROFILE: CAPABILITY AND EXPERTISE PROPRIETARY TECHNOLOGY Our investment in services and technology ensures our clients can meet all future challenges and benefit from future opportunities. OPERATIONAL TECHNOLOGY TOOLS itrak: Internal live tracking for all internal value shipments Latest version offers real-time audit trail Increases security and enhanced information management compliance ubook: Order and track couriers direct from your desktop Order and track couriers from your desktop, automated costcentering and reconciliation Substantial cost saving through optimised routing ufile: Putting you in control of your records Software for managing your archive files INNOVATIVE SOLUTIONS Swiss Post Box: Digitising your physical mail Electronic delivery of physical letters via or directly to a mobile device Recipient can control their mail remotely including opening, disposal, forwarding and archiving IncaMail: Secure, registered delivery for your Encrypted delivery system with recipient confirmation Full Outlook integration SwissSign: Empowering secure digital communication Digital signatures and secure certificates SwissStick: Enabling secure mobile working Mobile solutions for secure PC access in any location COMMERCIAL IN CONFIDENCE PAGE 10

13 CORPORATE PROFILE: CAPABILITY AND EXPERTISE DSP: A global harmonised technology platform Scalable, modular services to support your growing business Driving change in services, supporting a mobile workforce HOW WILL YOU BENEFIT? Lower Total Cost of Ownership We can deliver immediate cost savings, and through our partnership with SPS, have a demonstrable track-record of significant ongoing cost optimisation and return-oninvestment (ROI) that continues to deliver cost savings achieved through: Reduction in headcount Consolidation of services Advice on specification and procurement of third party services and equipment at discounted rates Our approach, using SPS proprietary technology and benchmarking database to define our solution, ensures that we are able to achieve both cost savings and improved service levels. COMMERCIAL IN CONFIDENCE PAGE 11

14 CORPORATE PROFILE: CAPABILITY AND EXPERTISE Typical Areas of Cost Savings Focus REDUCING COST BY APPLYING EXPERTISE Re-engineering of support service processes Centralisation and consolidation of services Professional and fully supported management of the services and personnel Cross training of all staff to provide a more responsive and robust operation Integration of key processes to provide seamless service provision Effective site management right first time approach Clearly defined, enhanced and measurable service levels Proactive internal marketing to encourage more use of the central facilities COMMERCIAL IN CONFIDENCE PAGE 12

15 CORPORATE PROFILE: CAPABILITY AND EXPERTISE REDUCING THE COST OF THIRD PARTY SUPPLIERS Equipment Procurement and Maintenance 1. Through SPS, DBL has access to an extensive list of suppliers all offering significant discounts on their market prices. For example, franking machines, multi-function devices and photocopiers as well as significant reductions in consumables (paper, toner, etc.) 2. DBL is able to procure competitive maintenance agreements including reduction in cost per copy (click charge) agreements Courier Supplier Review and Renegotiation Review and renegotiate current courier and freight tariffs, providing cost savings Efficient service selection delivers the most cost effective outcome for each client requirement Stationery Supplier Maximise savings from stationery procurement by analysing volume usage and unit cost Management initiatives such as core lists and devolved ordering Mail Market DBL is able to maximise savings from alternate mail distribution options. DBL is in a unique position to be able to offer our clients independent procurement and third party management services for all mail related services REVIEW, COMPARE, CONTRAST A SYSTEMATIC APPROACH Using SPS market leading benchmark tools: Business Analyst Reviews Annual Reviews Project Based Analysis Client Information System (CiS) Repository for all client data Enables comparison of services across industries and sharing of best practice Centre of Excellence Program Global virtual teams sharing best practice Ensures managers are aware of company and industry developments COMMERCIAL IN CONFIDENCE PAGE 13

16 CORPORATE PROFILE: CAPABILITY AND EXPERTISE SUPPORTING OUR CLIENTS Security expertise in mail screening and off-site solutions Scanning solutions offer intrinsic back up of vital data Scanning and tracking technology offers full, lifetime audit trail for mail and documents Technology solutions can eliminate human error in data processing Experienced implementation team to oversee service transition Ongoing governance through robust account management structure HOW DO WE DELIVER? Service Enhancements We will deliver immediate service improvements through the implementation of bestpractice business processes, enhanced service levels and a sound management structure: Regular auditing and benchmarking of service provisions Consolidated invoicing along with regular and robust management information reporting on spend, volumes and performance Implementation of innovative, specialist technology for all service lines Standardisation and consolidation of mail and office services business processes Outstanding Staff Renewed motivation, enhanced skills and increased effectiveness in your service delivery team: Focused career paths for your office services staff Performance management and incentives for staff A strong management structure and an effective, people-centred training and development program for all staff Staff Development and Strong Management This is our core business - we offer clear pathways to career development and targeted development to staff. People are at the heart of the operation and it is critical that they are well managed along motivational career paths We will provide highly motivated, dedicated and competent staff who are committed to delivering service excellence to your business We recognise that the staff that deliver your services are at the heart of both your COMMERCIAL IN CONFIDENCE PAGE 14

17 CORPORATE PROFILE: CAPABILITY AND EXPERTISE and our success We improve staff performance by implementing a strong management structure and an effective, people-centred training and development program Our Staff Academy The DBL Academy follows the principles of the successful and well developed SPS Academy. Our Academy aims to provide all staff with the appropriate level of training and skill development. Furthermore, it provides for a successful and efficient induction and appraisal management system; while coordinating the recruitment process. The Academy also includes the Management Development Programme (MDP) which is open to staff with the highest potential and ambition. Key Aims The key aims of the DBL Academy are simple: We will clearly differentiate DBL from our competitors through the quality of our people, allowing us to stand out even more in the marketplace. We aim to foster a corporate culture of learning and openness and a stronger commitment to the company. COMMERCIAL IN CONFIDENCE PAGE 15

18 CORPORATE PROFILE: CAPABILITY AND EXPERTISE TRANSITION AND DELIVERY OF BUSINESS AS USUAL Protecting and enhancing the customer experience We will ensure a smooth transition through the use of a dedicated implementation team who are highly experienced in the implementation of outsourcing services. Following agreement of the proposed delivery methodology with the client, a tailored solution will be confirmed, and assistance will be provided by DBL in the review and redesign of the mailroom and distribution services. Our transition plan includes: Provision of a dedicated implementation team 6 week implementation plan, including 4 weeks for communication of new service delivery arrangements Detailed implementation planning Successful implementation is about knowledge, communication, leadership and support. Client Engagement Project governance Key users and stakeholders Project Management Document Set Implementation Plan Key Milestones Risk Register Action Tracker Governance Framework Partnering and relationship management Progress against strategy and targets Performance Third party supplier management Health and safety ISO framework COMMERCIAL IN CONFIDENCE PAGE 16

19 CORPORATE PROFILE: FOCUS 5 SUSTAINABILITY FOCUS 5 SUSTAINABILITY DBL is committed to working in partnership with our clients to drive sustainable business change. We understand the importance of meeting the needs of present generations without compromising the ability of future generations to meet their own needs. The responsibility to take care of the economic, social and environmental aspects of our business is reflected in our core values, which are to promote sustainable, profitable growth, value our people and to look after our environment. We are seeking substantial improvements in the efficient use of resources, a reduction in our carbon output plus appropriate use of technologies which will result in a long term transformation in the way we work. DBL is following the principles and initiatives of SPS s Focus 5 sustainability programme. Efficiency The 5 areas of Focus Carbon Reduction Partnership Employee Wellbeing Social Involvement Principles Be efficient in our direct use of energy, materials and water, manage waste responsibly and avoid polluting the environment Relative reduction of carbon output resulting directly and where possible indirectly from our activities Work with our clients, partners and suppliers to define more environmentally and socially sustainable ways of working Take care of the health, safety and wellbeing of our staff, respect human rights, equality and diversity principles Encourage social involvement to help build more sustainable communities Be compliant with relevant environmental legislation, customer and other requirements, including those with environmental and social dimensions Set targets, report and review and continuously strive to improve our performance Staff Engagement We recognise the key role our staff play in progressing and indeed setting our sustainability targets and objectives. No business can operate sustainably without the commitment of every individual involved; our staff, clients and suppliers. Full participation with our Focus 5 sustainability program is expected of every person with DBL. COMMERCIAL IN CONFIDENCE PAGE 17

20 CORPORATE PROFILE: WORK HEALTH SAFETY & ENVIRONMENT MODEL WORK HEALTH SAFETY & ENVIRONMENT MODEL DBL retains a high focus on the Workplace Health & Safety (WHS) of our staff, clients and operations, through a variety of measures that are compliant with current legislation. We are externally audited in accordance with AS/NZS 4801 Workplace Health & Safety Management System, which includes the provision to report on site inspections, completion of risk identification analysis and provision of injury awareness training. We apply industry leading practices to encourage training, safety and wellbeing of our staff and clients, across a variety of environments. The model for managing Work Health Safety and Environment (WHS&E) at DBL is divided into two components, Inner Safety and Outer Safety. Inner Safety (Branch/Office) Outer Safety (Workers at Sites) Inner Safety The principles of inner safety management are represented by the acronym A.M.P - Adhere, Manage and Participate. Adhere: Manage: to DBL s WHS&E Management System and Hazard Control Programs Incidents involving DBL immediately Participate: in DBL s Safety Culture Programs Outer Safety The principles of outer safety management are represented by the acronym R.E.C.R.U.I.T. - Record, Examine, Consider, Ready, Undertake, Initiate and Transfer. Record: Examine: Consider: Ready: Undertake: Initiate: Transfer: Notes outlining consultation on safety requirements and expectations The task by completing a risk based job description The candidate s physical and mental capacity to perform the inherent requirements The candidate via DBL s induction program A workplace inspection and site risk assessment Regular discussion about WHS&E Knowledge and expectations by worker observations at sites COMMERCIAL IN CONFIDENCE PAGE 18

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