NWPCSS Presentation Leeds Dominic Kennedy – Framework Sales Manager

Overview Survey Results Response KPI and SLA Marketing Strategy Delivered HE Delivered WPS Review of MPP Account Management Approach Previously Forecasted Purchasing Profile and Final Purchasing Profile Account Management Performance : Queries/Resolution and Communication Sustainability Performance and Highlights Agenda

Overview

Annualised trading circa £2M (Current £1M +) University of Nottingham - £270k live Sept Financial Ombudsman Service - £600k live Oct Herefordshire CC - £100k Live Oct Worcestershire CC trail but £200k due to go live Nov Sheffield University paper £100k Leicester College student purchasing £40k Manchester CC leaving the framework due to legal pressure to tender - -£400k

Survey Results Response

Low Score Adherence to Contract Terms Better than Jan 2012 – Lower than August 12 Investigation Which terms – delivery, invoicing, commodity, account management, MI Check KPI and SLA per framework customer Corrective Action Training of customer services Training of Truline delivery personnel Updated customer details regarding deliveries/SLA Account manager visit Banner customer survey

KPI and SLA Performance Orders – 15,721 – 45% >£20 Deliveries – 9531 Ave Delivery Value £108 Number of lines delivered 70,607 – 99.2% by due date Number 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 Response Other Survey Commentary Good improvement in product range Good improvement in brochure/catalogue Good improvement in quality and service from suppliers representatives Good improvement in ordering procedure Slight improvement in adherence to service schedule Slight improvement in customer service Good improvement to mini competitions Slight reduction in value for money of the agreement Slight reduction in accuracy invoicing/statements Slight reduction in overall supplier perforce rating Disappointment agreement benchmarking service HE, however in WPS positive results Disappointment in marketing score, as Banner has focussed with all its LUPC customers individual marketing including Roadshow/Closed loop DocuBox/Academic diaries COUP

Marketing Strategy

Marketing Strategy Delivered HE Banner has delivered requirements requested to each individual organisation COUP Roadshows Individual Universities Falmouth – online via home page Birmingham City University – online, DocuBox and diary mailer with deliveries Open University – online and mailers for dairy products Leicester College – roadshow, DocuBox, diary and closed loop PDF, student packs Online/Punchout Diary mailer promotion DocuBox mailer Closed loop mailer Banner promotions Banner clearance products

Marketing Strategy Delivered WPS Wider Public Sector Shropshire Council – roadshow, online, PDF flyer/user guide Herefordshire Council – TBC – go live roadshow, online, PDF flyer Worcestershire Council – TBC - go Live roadshow, online, PDF flyer Housing organisations – roadshow Financial Ombudsman – Internal roadshow for go live date Wider Education- schools and colleges – call out campaign Current Customers – contracts campaign

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 Officer London South Bank University

Review of MPP Account Management Approach MPP delivered savings vs. previous spend Manchester CC - £120k per annum Open University - £50k per annum Birmingham City Uni £40k per annum London South Bank University - £60k per annum University of Nottingham - predicted £130k per annum Shropshire CC – predicted spend reduction £80k per annum MPP account management approach Manchester CC – savings delivered by preferred listing Open University – preferred listing and authorisation procedures Birmingham City University – preferred listing and authorisation procedures Bradford College – restricted list and high level full access Leicester 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 savings Order method saving Internal order process saving OPTIMISA Missed savings Volume savings Promotional savings

Previously Forecasted Purchasing Profile and Final Purchasing Profile

LUPC Construction Skills – Forecast £100k – Actual £84k Goldsmiths University – Forecast £50k – Actual£4k London Southbank University – Forecast £100k – Actual £106k St Georges University – Forecast £40k – Actual Annualised £10k Bradford College – Forecast £30k – Actual £27k Manchester Council – Forecast £400k – Actual £400k 12 month period Stirling Council – Forecast £120k – Actual £129k Shropshire Council – Forecast £80k – Actual Annualised £65k Birmingham Community Health – Forecast £10k – Actual £6k NESHA – Forecast £10k – Actuals £9k Delayed FOS £600k Herefordshire CC £80 Worcestershire CC £200k

Previously Forecasted Purchasing Profile and Final Purchasing Profile SUPC Birmingham City University – Forecast £100k – Actual £53k University of Bedfordshire - Forecast £40k – Actual Annualised £36k University College Falmouth – Forecast £40k – Actual £37k NEUPC The Open University – Forecast £150k – Actual £123k Sheffield University (joint) Forecast £50k – Actual £25k University of York (joint) – forecast £75k – Actual £25k Other 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

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 feedback Account management Delivery personnel identifying address errors Punchout team working to go live Birmingham City University – positive feedback Account management Response to additional preferred listing additions Delivery 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 Delivery Hasten – 37 – 95% closed within SLA Returns – 143 – 100% closed SLA Product Queries – 33 – 88% closed within call – 12% response within 24 hours Checking Order Receipt – 42 – 100% closed within Other - 10 – 85% within SLA – 15% 24 hours Dedicated LUPC Contact Team Outbound Telesales Team

Sustainability Performance and Highlights

Performance and Highlights 100% deliveries via Recycla box NWPCSS Green Optimisa - LINK 25.4% Globe and Tick Products 11.4 % Recycled Copier Paper 88.6% Sustainable Sourced Virgin Copier Paper 17.2t Carbon Footprint Renewed interest for closed loop paper