MANAGING SOLUTIONS DELIVERING VALUE

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managing solutions
delivering value




 OCS Group Limited
 2011 Annual Review

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    OCS Group Limited
2   2011 Annual Review




    Contents
    3    Officers and Professional Advisors
    4    About OCS
    12   The market
    24   Our values
    36   Our people
    48   Innovation
    58   Financial performance
    62   OCS at a glance
    63   OCS contacts around the world
                                                                      OCS Group Limited
                                                                      2011 Annual Review   3




Officers and Professional Advisors
Executive Directors                CEO Council           Bankers
 .L.
P Armitage FCA (Chairman)          C.D. Cracknell        HSBC Bank plc, London
C.D. Cracknell (Chief Executive)   R.A. Holdsworth FCA   Barclays Bank PLC, London
R.A. Holdsworth FCA                B.A. Bannister        Santander UK plc, London
(Group Finance Director)           M.B. Gammon
S.G. Waud                          C.E. Ryan             Solicitors
                                   H.M. Suksem                      ,
                                                         Nabarro LLP London
Non-executive Directors
M.G. Medlicott                     Company Secretary     Company registration number
J.F. Fenwick                       M. Clark              01298292
 .G.
P Goodliffe
S.C.B. Tinton FCA                  Registered office     Website
T. Ward OBE                        79 Limpsfield Road    www.ocsinternational.com
                                   Sanderstead
                                   Surrey CR2 9LB
    OCS Group Limited
    2011 Annual Review

4




     About OCS


    Driving sustainable
    value through innovative
    solutions and international
    best practice.




                         EvEry yEar wE... sErvE 7,000,000 cups of coffEE
                                                                                           OCS Group Limited
                                                                                           2011 Annual Review

                                                                                           About OCS                5

                                                                                           The market

                                                                                           Our values

                                                                                           Our people

                                                                                           Innovation

                                                                                           Financial performance



About OCS
OCS is the largest family owned international facilities
services group based in the UK. We create added value for
our clients by solving problems and managing solutions,
                                                                                          “With an international
delivering quality, innovation, cost savings and environmental
improvements and managing reputational risk.                                              span and local
As a privately owned and professionally      We utilise our international knowledge       expertise, our
run business, we combine a meritocratic      base to develop integrated, sustainable
approach to management with a family         solutions and then work in partnership       management teams
ethos that values our people, our clients    with clients to deliver cost-effective and
and the communities in which we work.        innovative services across the whole         partner with clients to
We operate to the same standards as          spectrum of facilities management
our public company counterparts but our      requirements.                                deliver efficient total
privately owned status allows us to plan
for the future and enter into long term      Sustainable development is at the heart      facilities management
client partnerships, unaffected by the       of our operations and we strive to deliver
pressures of the stock market.               integrated, sustainable solutions which      solutions.”
                                             are sensitive to the environments in which
With an international span and local         we work and which bring environmental
expertise, our management teams partner      benefits to our clients.
with clients to deliver efficient total
facilities management solutions. Working     Our services and brands
as a seamless extension of our clients,      Our service list, delivered through
we scope and develop, then manage and        our OCS, Cannon and PCS brands, is
deliver, best-in-class service streams.      continually growing as we innovate to
                                             meet new client needs and includes:


                                            TOTAL FACILITIES MANAGEMENT
                                              HELPDESKS CLEANING HORTICULTURE
                                              PORTERAGE

                                                   CLINICAL AND MEDICAL WASTE
                                                SECURITY STREET CLEANING
                                                            INFECTION CONTROL

                                                 MAILROOM ENVIRONMENTAL
                                                 RECEPTION

                                                 DOCUMENT MANAGEMENT
                                                 CATERING PEST CONTROL
                                                          STOCKTAKING
                                                                   SERVICES
                                                          LAUNDRY RECYCLING
                                                 HARD SERVICES ESTATES MANAGEMENT
                                                      WASTE MANAGEMENT
                                                         HYGIENE SERVICES
                                            BUSINESS PROCESS OUTSOURCING
                                                                    STEVEDOR AND DOCKING SERVICES

                                            AIRLINE SUPPORT SERVICES
                                                                               TRAFFIC MANAGEMENT
                            EvEry yEar wE... clEan ovEr 300,000,000 dEsks
    OCS Group Limited
    2011 Annual Review

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    Where we operate
    International Facilities Services




1                                                 3
            Region 1:                                           Region 3:
            •	 The UK, Guernsey and Jersey                      •	 Thailand, Bangladesh,
               and providing facilities                            Cambodia and Malaysia
               services throughout Europe                          – branded as PCS – and
               via the Euroliance joint venture                    India, the Middle East and
               with ONET and Gegenbauer.                           Vietnam.




4
              Region 4:




                                                                                          2
              •	 Canada, Ireland,                                                               Region 2:
                 Portugal, South
                 Africa, Spain and the            Cannon Worldwide:                             •	 Australia, China and
                 Netherlands.                                                                      New Zealand.
                                                  •	 Additional Cannon franchises
                                                     in Chile, Columbia, Costa Rica,
                                                     El Salvador, Germany, Greece,
                                                     Guadeloupe, Guatemala,
                                                     Hungary, Malta, Mauritius,
                                                     Mexico, Peru, St Lucia,
                                                     Switzerland, Trinidad and
                                                     Tobago and Turkey.




                                     EvEry yEar wE... clEan ovEr 20,000,000 windows
                                                                                           OCS Group Limited
                                                                                           2011 Annual Review

                                                                                           About OCS               7

                                                                                           The market

                                                                                           Our values

                                                                                           Our people

                                                                                           Innovation

                                                                                           Financial performance




                                                                                           “Our focus is on
                                                                                           delivering best-in-
                                                                                           class solutions to
                                                                                           drive efficiency and
                                                                                           reduce costs.”




Our sectors                                Delivering for clients
With an extensive portfolio of service     With all our services centred on delivering
lines and management expertise, we add     efficiency, some of the benefits enjoyed by
value to our clients across many sectors   OCS clients in the past year have included:
through integration, innovation and the
promotion of global best practice. Our     •	 Ten per cent cost savings for a UK
sectors include:                              property client delivered by developing
                                              a comprehensive facilities management
•	 National and local government              (FM) solution
•	 Defence
•	 Education                               •	 15 per cent savings on cleaning costs
•	 Healthcare                                 and doubling of recycling rates at a
•	 Transport                                  national government client
•	 Property
•	 Retail and leisure                      •	 Reduced client environmental impacts
•	 Commercial                                 through a range of measures including
•	 Professional services                      the conversion of waste cooking oil into
•	 Finance and legal                          bio-diesel and waste food into compost
•	 Manufacturing and industry
•	 Pharmaceuticals                         •	 Multi-skilled staffing solutions producing
•	 Telecoms and broadcasting.                 nine per cent cost savings in Thailand

                                           •	 Implementation of energy savings
                                              initiatives reducing carbon footprints
                                              and saving one healthcare client
                                              £400,000 per annum in energy bills

                                           •	 Elimination of patient infections at a UK
                                              hospital through the use of innovative
                                              bacteria-monitoring equipment

                                           •	 A 95 per cent fall in passenger
                                              complaints at a major airline.



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           OCS Group Limited
           2011 Annual Review

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       The Group’s financial results                                                     Profit growth
                                                                                         and overseas expansion
       continue to demonstrate strong                                                    2011

       cash generation, solid profitability
                                                                                         Turnover: £689.4m PBT: £11.1m
                                                                                         EBITDA: £35.4m    EPS: 115p

       and a healthy balance sheet.
          Cash conversion

300%
                                                                  229%                                EBITDA
250%                                                    202%

200%

150%
                                           72%                                                       Turnover
100%            25%             34%
                                                                                            UK         Overseas
50%

 0%
                   2007          2008        2009         2010        2011               2010
                                                                                         Turnover: £688.8m PBT: £10.9m
                             Operating cash flow as a % of operating profit              EBITDA: £39.9m    EPS: 122p

       Operating cash flow: net cash inflow from operating activities excluding
       pension lump sums, plus dividends received from joint ventures less net capital
       expenditure (excludes exceptional sales proceeds, includes new finance leases
       and hire purchase contracts)




                                                                                                      EBITDA
          Net (debt)/funds

     £m

     10                                                                                              Turnover
      5                                                                                     UK         Overseas
      0
                      2007          2008         2009          2010       2011           Turnover: Group turnover
     (5)                                                                                 EBITDA: Group operating profit before
                                                                                         depreciation and amortisation of goodwill
 (10)                                                                                    (UK and Overseas EBITDA exclude central
 (15)                                                                                    Group items)
                                                                                         PBT: Profit on ordinary activities before
 (20)                                                                                    taxation of £11.1m excluding exceptional
                                                                                         costs of £nil (2010: £10.7m excluding
 (25)
                                                                                         exceptional costs of £0.2m)
 (30)                                                                                    EPS: Basic earnings per share of 105p
                                                                                         excluding exceptional costs of 10p (2010:
                                                                                         118p excluding exceptional costs of 4p)



                                           EvEry yEar wE... providE 36,000,000 toilEt rolls
                                                                                            OCS Group Limited
                                                                                            2011 Annual Review

                                                                                            About OCS                9

                                                                                            The market

                                                                                            Our values

                                                                                            Our people

                                                                                            Innovation

                                                                                            Financial performance



Innovation
Innovation is a watchword at OCS and         Model of success
underpins our service delivery across        OCS’s partnership with serviced office
every contract, in every sector and in       specialists i2 has created a brand new
every country we work in.                    office rental solution for the commercial      “Innovation is a
                                             property market.
The past twelve months have seen us                                                         watchword at OCS
introduce a number of innovative ways of     By pushing the boundaries of what FM
working, including:                          can offer, we have created a solution          and underpins our
                                             which integrates property management
World first in recycling                     and facilities services without the need for   service delivery
A world first in recycling technology is     the traditional two-tier managing agent/
set to propel OCS to the forefront of the    service provider model.                        across every contract,
environmental agenda.
                                             Safety audits                                  in every sector and
The acquisition of Envirocomp in New         Continuous improvement in health
Zealand – which has perfected a technique    and safety can only be a reality if            in every country we
for recycling disposable nappies and         organisations are prepared to identify
feminine hygiene waste into compost,         weaknesses, learn from them, and act           work in.”
eliminating the need for landfill – will     to make improvements. One of our key
position our Cannon brand as the clear       innovations in the past year has been the
market leader in sustainable environmental   development of a new health and safety
practices.                                   audit model with the central theme of
                                             continuous improvement.

                                             Exception reporting
                                             Our focus on continuous improvement
                                             has helped Auckland International Airport,
                                             in New Zealand, establish itself as one of
                                                 the world’s best airports.

                                                           Since our introduction of
                                                            exception reporting, the
                                                            airport has been rated as
                                                            one of the top ten airports
                                                            in the world and number
                                                            one in the Australia/
                                                           Pacific region. It was also
                                                       the overall winner of the staff
                                                 service excellence award in the
                                             Skytrax World Airport Awards.

                                             IT evolution
                                             Our investment in Computer Aided
                                             Facilities Management (CAFM)
                                             software achieves improved client
                                             service and reduced overheads
                                             leading to more efficient operations
                                             and increased sales. This strengthens
                                             our position as a leading total facilities
                                             management (TFM) and business
                                             process outsourcing provider.




              EvEry yEar wE... laundEr 26,000,000 uniforms, shEEts and towEls
      OCS Group Limited
      2011 Annual Review

10




     Joined up delivery                                                                               Responsive
     When clients face problems, we see it as           required by many international standard
     our job to help solve them. When Centro            disinfectant tests. Anything less efficient   From Manchester to Madrid, Mumbai to
     Properties in Australia needed to cut              than this can result in exposure to           Melbourne, our people make OCS the
     costs in response to economic pressures,           sufficient bacteria to cause infection        worldwide success that it is today. Our
     without cutting service standards, we                                                            management and staff do not just deliver
     adopted new methods of operation.                •	 It is effective against bacteria, moulds     best-in-class services; they regularly go
                                                         and viruses including HIV and Hepatitis      above and beyond the call of duty to help
     We worked with Centro to integrate the              B and C                                      clients respond to events.
     security and cleaning contracts, enabling
     us to meet their budgetary constraints           •	 High performance odour elimination           Earthquakes The earthquakes which hit
     and continue to provide services to the                                                          New Zealand in September 2010 and
     required level.                                  •	 Effective throughout the whole service       February 2011 put our teams in the midst
                                                         frequency                                    of an emergency zone. Our staff in and
     Product innovation                                                                               around Christchurch pulled together to
     Our Cannon hygiene services brand                •	 Composed of entirely natural                 work round the clock to help clients cope
     is at the forefront of delivering new               substances - completely safe to humans       with the aftermath of both seismic events.
     technologies and products. Our Activap™             and the environment.
     sanitising treatment offers a range of                                                           Our emergency planning went
     unique properties including:                                                                     immediately into operation, making
                                                                                                      sure our own people were safe, helping
     •	 Unlike competitor products, Activap™                                                          to keep health and transport facilities
        kills 99.999 per cent of bacteria - known                                                     running and helping our clients cope with
        technically as a ‘five log drop’ - reducing                                                   the situation.
        bacteria to below the infectious dose, as



                                          EvEry yEar wE... wash 7,000,000 hygiEnE units
                                                                                              OCS Group Limited
                                                                                              2011 Annual Review

                                                                                              About OCS                 11

                                                                                              The market

                                                                                              Our values

                                                                                              Our people

                                                                                              Innovation

                                                                                              Financial performance




Civil unrest The civil unrest which hit        often in areas outside their normal work,      “Our management
Thailand during April and May 2010 placed      providing a much-needed professional
our staff working in Bangkok’s central         resource to the airport and airlines as this   and staff don’t just
business district under great pressure.        extraordinary event unfolded.
With one of the team, security guard                                                          deliver best-in-
Khun Samai Tadkaew, killed during violent      Extreme weather The end of 2010 and
confrontations on May 16, staff faced          start of 2011 brought extreme weather          class services; they
daily danger in attending work. However,       conditions across the UK and Ireland.
services were maintained, with many staff      This played havoc with transport systems       regularly go above
opting to stay overnight at their workplaces   as snow brought chaos and closures to
because of the dangers of travelling, and      airports, roads, trains and ferries. Our       and beyond the call
security teams working round the clock to      contingency plans swept into operation
keep client buildings safe.                    to maintain staffing levels and provide        of duty to help clients
                                               extra resources for our transport clients.
Volcanic eruptions When volcanic               Once again, OCS staff stepped up to the        respond to events.”
eruptions in Iceland created an ash cloud      challenge, with many of our Heathrow-
across Europe, OCS’s aviation clients          based teams sleeping in the terminals to
faced massive disruption as air space was      make sure they were on hand to deliver
closed and flights cancelled.                  client services. We provided additional
                                               services to help BAA cope with the
Our staff were on hand to assist airport       large influx of stranded passengers –
operators and airlines, helping to manage      handing out duvets, food and drink
the disruption and communicate with            and calling flights to passengers being
waiting passengers. The staff, without         accommodated in makeshift marquees.
exception, stepped up to the challenge,




             EvEry yEar wE... collEct 26,000,000 kg of wastE from our customErs
     OCS Group Limited
     2011 Annual Review



12




      The market


     Driving growth through
     best-in-class solutions,
     systems and methodology
     across the globe.




                          EvEry yEar wE... divErt 12,500,000 kg of wastE from landfill
                                                                                            OCS Group Limited
                                                                                            2011 Annual Review

                                                                                            About OCS

                                                                                            The market               13

                                                                                            Our values

                                                                                            Our people

                                                                                            Innovation

                                                                                            Financial performance



The market

    Group Chief Executive Chris                                                             “With a highly trained
    Cracknell discusses the challenges
    and opportunities ahead.                                                                workforce of 56,000,
                                                                                            operating across
In an increasingly global marketplace, the international                                    the world, and with
spread of best practice is the single most important element
in driving the growth of a successful facilities management                                 the latest systems,
group.                                                                                      processes, technology,
With the UK clearly identified as FM         to international organisations, particularly   methodology and total
market leaders, OCS is in a strong           in South and South East Asia.
position to export our best-in-class                                                        facilities management
solutions, systems and methodology           As a Group, we are implementing the same
across the globe.                            international quality standards, using the     capability in place,
                                             same systems, processes, methodology
International corporations are looking for   and technology, in all our markets.            OCS is rapidly
committed and knowledgeable partners to
deliver consistent and efficient standards   At the heart of the OCS approach is            expanding its presence
of service. Governments are looking for      our concentration on working with our
innovative solutions to cut costs and        clients to solve their problems. Delivering    on the international
boost efficiency. National companies         measurable improvements in quality, cost
are looking to benefit from best-in-class    savings and improved efficiency is the key     FM stage.”
solutions, developed internationally but     to this. OCS is adaptable and flexible, with
delivered locally.                           the ability to support complex contractual
                                             and cultural issues. We are keen to take
With a highly trained workforce of           responsibility as principal contractor and
56,000, operating across the world,          use our expertise, knowledge and systems
and with the latest systems, processes,      to manage the delivery of key services for
technology, methodology and total            our clients, even though sometimes we
facilities management (TFM) capability       do not self-deliver all of them.
in place, OCS is rapidly expanding its
presence on the international FM stage.      In Europe, the impact of the recession
                                             will continue to bite, but will bring
Our approach has involved strengthening      opportunities with it, particularly in the
our back-of-house functions by investing     public sector. Public spending cuts will
in the latest management information         accelerate the trend towards outsourcing,
systems. Through strategic partnership       shifting the boundary between the public
and acquisition, we have been able           and private sectors. With more complex,
to achieve steady growth in both our         integrated service delivery contracts
geographic presence and service              offering greater scope for savings and
capability. At the same time, we have        improved standards, public sector cost
enhanced our reputation for the adoption     cutting offers the opportunity for us to
of global best practice.                     grow existing contracts and develop new
                                             integrated solutions in local and national
We have seen strong growth in the            government, particularly in the fields of
emerging markets where we are able to        healthcare and education.
deliver services of the highest standards




                           EvEry yEar wE... count 72,000,000 frozEn mEals
     OCS Group Limited
     2011 Annual Review



14




                                     Message from the Chairman
                                     The Group has continued to enjoy another year of innovation and expansion of its global
                                     positioning and services lines.

                                     Whilst the economic conditions within the UK and Europe remain extremely challenging,
                                     elsewhere the economies of South and South East Asia and Australasia have been more
                                     positive and OCS continues to expand and strengthen its capabilities within the Asian axis.

                                     The Group has delivered profit before taxation of £11.1m compared with £10.7m last year
                                     and has achieved another year of strong cash generation resulting in net cash at the year
                                     end compared to last year’s net borrowings. The Group has also increased shareholders’
                                     funds from £96.7m last year to £109.5m at 31 March 2011. All this provides a solid
                                     platform from which the Group can move forward and invest in its future.

                                     However, the last twelve months have seen an unprecedented number of natural
                                     disasters, many of which have had an impact on the Group. These have ranged from
                                     the volcanic ash cloud that covered much of the UK and Ireland in April 2010 causing
                                     airports to close, the disruption caused by the snow, again principally at airports during
                                     December 2010, to the earthquakes in Christchurch, New Zealand, and the severe
                                     flooding in Brisbane, Australia, with the social and economic consequences continuing
                                     well after the events themselves. It has been encouraging to see how the OCS teams
                                     have responded in supporting each other and their clients.

                                     Our success is founded on the commitment, dedication and efforts of all our staff across
                                     the world. On behalf of the Group Board I would like to thank them for the loyalty and
                                     support they have shown throughout the year. I look forward to a bright future for all
                                     our people.

                                     Peter Armitage,
                                     Chairman.




                          EvEry yEar wE... undErtakE 75,000 pEst inspEctions
                                                                                              OCS Group Limited
                                                                                              2011 Annual Review

                                                                                              About OCS

                                                                                              The market               15

                                                                                              Our values

                                                                                              Our people

                                                                                              Innovation

                                                                                              Financial performance


The global climate                            service stream, to bundled services and
The global economic climate continues         integrated solutions. It is this spreading of
to put pressure on public and private         best practice, already firmly established
sector budgets across the world, thereby      in the more mature markets, which is
increasing demand for innovative              attracting interest and supporting growth
solutions in outsourcing.                     in China and the emerging markets.
                                                                                              “The key to success
The trend towards total facilities            The key to success is our ability to
management solutions is also continuing,      synchronise the management and delivery         is our ability to
and perhaps offers the greatest potential     of support services to a client’s specific
for delivering efficiencies. OCS recognises   needs.                                          synchronise the
that TFM is only one route, and the ‘one
size fits all’ approach does not suit every   Facilities management in 2011 is no             management and
client.                                       longer about simply delivering non-
                                              core services. It is about using the best       delivery of support
Whilst we are growing both our TFM            available systems to deliver solutions that
contracts and TFM capability, we remain       help clients deliver their strategies and       services to a client’s
flexible. Our experience of working in        achieve their goals.
countries with different cultures means                                                       specific needs.”
that we are able to adapt to local needs      It is no longer a matter of just managing
when delivering a single service, or          and servicing buildings. It is about
managing other contractors on our             providing services and management
clients’ behalf.                              expertise to the benefit of the client’s
                                              business. In the healthcare sector, for
In this context we expect to see growth       example, OCS’s service delivery is
in our involvement in partnerships and        centred around our clients’ primary
collaborative joint ventures – flexing        purpose – improving the wellbeing of
solutions to meet differing client            patients. Cleaning in hospitals is not just
requirements.                                 about making them ‘clean’ but more
                                              about the control of infection. Patient
The delivery of best-in-class service         catering is centred on improving patient
quality, combined with the use of             recovery by providing the most healthy
leading-edge systems and processes,           and nutritious food.
applies to every contract, from single




                 EvEry yEar wE... managE 60 sq milEs of high sEcurity EstatEs
     OCS Group Limited
     2011 Annual Review



16




     CASE STUDY: AUSTRALIA

      The Goldfields
      Mobile service delivery in the rugged outback
      The clients                                                           By adopting global best practice, such as our safety ‘toolbox
      With a diverse range of clients across a vast swathe of               talks’ programme, we have a well-trained, safety conscious
      Western Australia, OCS’s Goldfields division faces challenges         workforce.
      unlike any of our other operations across the world.
                                                                            The OCS solution
      Our clients in the retail, industrial, education and mining sectors   We currently provide hygiene and washroom services,
      in Kalgoorlie and the mining towns and remote stations around it      gardening, maintenance, cleaning and caretaking and assist
      are located up to 1,000km from the state capital, Perth.              owners and occupiers to manage their properties remotely.

      In the mining sector, clients need to maintain high safety            As all our staff have completed qualifications in asset
      standards and minimise the environmental and social impacts of        maintenance and are multi-skilled, they are able to deliver an
      their operations. The mining communities need service providers       integrated service solution which is particularly important for
      who help them meet their commitments by using local labour and        small remote locations, as the distance to travel is vast.
      supporting community employment and training initiatives.
                                                                            Mobile teams travel to the remote locations in fully equipped,
      Mining sector clients also need service providers who can             specially designed off road vehicles.
      offer flexibility as the industry expands and contracts under
      differing economic conditions.                                        The client benefits
                                                                            OCS’s operation in the Goldfields region provides the following
      The OCS approach                                                      benefits to our clients in the mining and support services sector:
      Our approach to meeting the needs of clients in these often-
      isolated locations has involved the establishment of multi-           •	 We provide off-site labour drawn from local town staff pools
      skilled mobile teams, developing a labour force that can flex         •	 We deliver cost efficiencies by ensuring all our staff are
      with client demand, and ensuring high levels of training.                multi-skilled and fully trained, able to carry out the full range
                                                                               of tasks in a single visit to a remote site
      OCS uses a cross section of part-time and full-time staff to          •	 We can flex and increase or decrease our staff numbers and
      accommodate changing requirements cost effectively.                      range of services depending on client need at any point in time
                                                                            •	 We combine local knowledge with the use of international
      By utilising local staff, community groups and employment and            best practice in environmental and health and safety issues.
      training programmes, OCS provides our remote customers
      with teams of staff that have completed nationally accredited
      training programmes and qualifications.




                                EvEry yEar wE... changE nEarly 2,000,000 hospital bEds
                                                                                         OCS Group Limited
                                                                                         2011 Annual Review

                                                                                         About OCS

                                                                                         The market               17

                                                                                         Our values

                                                                                         Our people

                                                                                         Innovation

                                                                                         Financial performance




                                                                                         “Our culture is
                                                                                         strongly influenced by
                                                                                         our family ownership.
                                                                                         We operate as a
                                                                                         meritocracy and
                                                                                         adopt the same
                                                                                         standards as our
                                                                                         public company
                                                                                         counterparts –
With all OCS contracts, the alignment of    Structured for success                       combining the best
objectives is the starting point. Service   OCS’s geographical spread, our
standards and key performance indicators    management structure, level of resource      of the privately and
must be measured and monitored. That        and expertise means we are well-
is why we have invested heavily in          positioned to take advantage of the          publicly owned
Computer Aided Facilities Management        opportunities for growth that exist across
(CAFM) software solutions, such as          the world.                                   sectors.”
Concept Evolution, which provide real-
time management information to clients      Our management structure is headed
via a web portal. Our solutions enable      by the CEO Council, through which the
the seamless transfer of management         leaders of our four world regions ensure
information between organisations and       uniformity of standards, processes and
real-time access to business process        innovation wherever we are represented.
support, all updated at the press of a
button.                                     We work as one worldwide operation,
                                            strengthened by strategic partnerships
With our in-house management                such as Euroliance, a joint venture with
information systems now fully developed,    ONET in France and Gegenbauer in
we are able to deliver that expertise to    Germany.
clients, providing information, document
management and a wide range of business     CEO Council members are responsible for
support functions that use our systems,     ensuring that our continual improvement
processes and management expertise to       of processes and procedures are adopted
their benefit.                              worldwide, ensuring that benefits
                                            developed in one area or sector are
                                            made available to clients in others.




                    EvEry yEar wE... dElivEr 190,000,000 papEr hand towEls
     OCS Group Limited
     2011 Annual Review



18




     CASE STUDY: THAILAND

      Harrow International School
      Best-in-class TFM delivery for leading school
      The client                                                            The PCS solution
      Harrow International School is one of the leading schools in          With a single point of client contact and multi-skilled staff,
      Thailand, with a reputation for excellence and a large campus         we deliver a fully integrated service comprising the following
      spread over 37 acres.                                                 elements:

      The school needed to form a dependable partnership with               •	 24-hour security, including CCTV monitoring
      a supplier who could provide a total facilities management            •	 Car parking and traffic management control
      package across its entire estate. It also needed a supplier who       •	 Hard services including mechanical and electrical, lift service
      could offer flexibility in its support levels during school holiday      and swimming pool maintenance
      periods, so as to provide cost efficiencies.                          •	 Cleaning
                                                                            •	 Pest control
      The PCS approach                                                      •	 Grounds maintenance
      We approached our delivery strategy on two levels,                    •	 Landscaping
      considering both human and technological elements. We                 •	 Supply of washroom hygiene products from our Cannon
      organised our teams in a way which would enable us to                    division.
      become a true partner to the school management and to act
      as an integral pillar of support within the school. Our on-site       The client benefits
      manager reports directly to the headmaster, allowing us to play       Our total facilities management package delivers a range of
      a key role in the school management team. To ensure best-in-          benefits including:
      class delivery, we monitor all aspects of contract performance
      using web-based CAFM software to control activities and               •	 Cost–efficiencies from multi-skilling and integrated
      provide performance reports for our client.                              management structure
                                                                            •	 Integration of contract management with overall school
                                                                               management team
                                                                            •	 The ability to transfer staff to ad-hoc activities to meet
                                                                               unscheduled client requirements
                                                                            •	 Client visibility of performance standards via CAFM software
                                                                            •	 Cost savings from allocating staff to other client sites during
                                                                               school holidays
                                                                            •	 Flexibility of staff structure to cope with peaks and troughs
                                                                               of demand has saved the client eight per cent in security
                                                                               costs and nine per cent in janitorial costs.




                          EvEry yEar wE... mow thE EquivalEnt of 10,000 football pitchEs
                                                                                              OCS Group Limited
                                                                                              2011 Annual Review

                                                                                              About OCS

                                                                                              The market               19

                                                                                              Our values

                                                                                              Our people

                                                                                              Innovation

                                                                                              Financial performance


The past twelve months have once again          environment where the threat of takeover
been a period of steady progress for the        or merger and concentration on share
Group that has seen:                            price alone can predicate a short term
                                                perspective. Our status also strengthens
•	 The strengthening of our UK senior           the caring, family ethos which is at the
   management team bringing with them           heart of our corporate values. Our culture
   new skills and experience                    is strongly influenced by our family          “Sustainability
                                                ownership. We operate as a meritocracy
•	 The significant lowering of overheads        and adopt the same standards as our           itself is at the heart
   and simplification of processes through      public company counterparts – combining
   the benefits of our SAP system               the best of the privately and publicly        of our operations
                                                owned sectors.
•	 The advancement of our capabilities                                                        across the world
   as a single service, bundled/integrated      Our people are the greatest source of our
   service and TFM provider, helping            strength. We have the experience and          as we develop new
   clients deliver their strategic goals in a   capacity to manage a large-scale workforce
   cost-effective manner                        and to mobilise it to take advantage of new   systems, processes
                                                opportunities. In South and South East
•	 Continuous innovation, ensuring              Asia we have over 23,000 trained staff,       and products which
   considerable cost savings for our clients    a ready-made workforce able to move to
                                                service new contracts in areas such as the    reduce our own and
•	 Further strengthening of our activities in   Middle East.
   Australasia and South and South East Asia                                                  our clients’ carbon
                                                To ensure we deliver to the highest
•	 Consolidation of our global development      standards, we are committed to a staff        footprints.”
   of Cannon Washroom Services                  training and development programme.
                                                This helps all our people to realise
•	 Employees empowered to take                  their potential and grow with the
   responsibility for delivery of client        Group. We will continue to invest in
   solutions.                                   our people wherever they are in the
                                                world, encouraging them to




                                                                              people
Our four regional leadership teams have         take responsibility and act
continued to strengthen as we embrace           ethically and effectively
the increasingly competitive marketplace.       in their work for
                                                the Group.
As a private, family owned business, we




                                                                               planet
are able to plan for the future without
being subject to the pressures and
demands of the public company




                                                                               profit
                                                                             principles

                          EvEry yEar wE... managE 6,000,000 cliEnt documEnts
     OCS Group Limited
     2011 Annual Review



20




     CASE STUDY: UK

      The Cheshire and                                                       The investment in the latest infection control equipment gives the
                                                                             client the added confidence of zero patient infection incidents.
      Merseyside NHS                                                         We also invested in a specialist engineering review to ensure
      Treatment Centre                                                       that energy consumption levels improve year on year,
                                                                             and through this review have reduced the client’s energy
      Patient care at the heart of                                           consumption by 27 per cent.

      integrated service delivery                                            The OCS solution
                                                                             Since commissioning in 2006, the services have been
      The client                                                             developed and extended to deliver the client’s exacting
      This independent sector orthopaedic and joint replacement              requirements and include:
      Treatment Centre in Runcorn, Cheshire, is owned by Interhealth
      Canada, which manages and treats NHS patients on behalf of the         •	 Catering, including patient catering
      eight primary care trusts located within Cheshire and Merseyside.      •	 Engineering and technical support
                                                                             •	 Security
      During the pre-mobilisation period it was identified that total        •	 Horticulture
      facilities management support from an integrated supplier              •	 Portering
      with experience of the challenges of working in a healthcare           •	 Cleaning
      environment was essential to the success of the mobilisation           •	 Vending
      and service quality. In particular, a proven track record in estates   •	 Laundry.
      management, patient feeding and patient satisfaction, cleaning,
      portering and security services were the identified areas.             The client benefits
                                                                             •	 Energy usage – implementation of a range of energy
      The OCS approach                                                          saving initiatives developed by the in-house engineering
      OCS developed a tailored package of hard and soft services                team is reducing the client’s carbon footprint and saving
      to be delivered by a multi-skilled workforce. This ‘one                   approximately £400,000 a year
      team’ approach means that services can be delivered more               •	 Infection control – zero patient infections such as MRSA and
      efficiently and cover peaks in demand as individuals and teams            C.Difficile, through rigorous cleaning schedules and quality
      have a more flexible and adaptable approach to adopt other                audit and the use of innovative ‘Clean Trace’TM bacteria
      roles when required. For example, following a full training               monitoring equipment
      and accreditation programme the porters at this centre have            •	 Multi-skilling – lowered overheads and increased efficiency
      achieved their Security Industry Association licences.                    through multi-skilled workforce
                                                                             •	 Horticulture – 50 per cent reduction in the client’s costs for
      A single contract structure was implemented to deliver the                delivering the same service
      wide range of quality services that had been requested with            •	 Patient catering – promotion of healthy eating and good
      a single point of management contact for the client. This                 patient nutrition through introduction of OCS own-brand
      provides an efficient and optimum communication channel                   Essential Goodness catering service.
      which ensures that the client’s customer service expectations
      are achieved at all times.




                                                                               Extract from patient letter
                                                                               “This organisation in my estimation equals the finest
                                                                               if not THE finest in the UK. The whole procedure from
                                                                               beginning to end is handled with such efficiency that it
                                                                               takes your breath away when compared to my previous
                                                                               experiences of other NHS hospitals.”

                                                                               Patient letter to UK prime minister David Cameron.




                     EvEry yEar wE... rEcEivE 500,000 calls into our sEcurity call cEntrE
                                                                                             OCS Group Limited
                                                                                             2011 Annual Review

                                                                                             About OCS

                                                                                             The market              21

                                                                                             Our values

                                                                                             Our people

                                                                                             Innovation

                                                                                             Financial performance


Growth                                        Our growth of the Cannon brand will
Our structure is also being grown through     be spearheaded by advances in the
strategic acquisitions and partnerships.      field of sustainability. The acquisition
In the UK, the past year has seen the         of Envirocomp, with its ability to turn
successful acquisitions of Legion and         hygiene waste into compost, negating
TMFS – expanding our presence, client         the need for landfill, will put Cannon at
base and capability in the security and       the forefront of the global environmental      “By entering into
hard services markets.                        agenda. Our unique Activap™ product
                                              gives Cannon a second USP – a product          new partnerships and
Our expanding presence in the Middle East     with an effectiveness of 99.999 per cent
is being led by developments in Qatar and     - known technically as a ‘five log drop’       joint ventures, we
Abu Dhabi. Here the FM market is growing      - which outstrips the performance of
and opportunities are opening up across       the competition and reduces bacteria to        are opening up new
a wide area. We are identifying partners      below the infectious dose level.
focused on the provision of TFM services                                                     markets to the full
in the commercial, healthcare, aviation and   Within the UK, we have sold our Cannon
education sectors.                            Consumables business, recognising the          range of services we
                                              non-core nature of this activity to our
We are actively working to enhance our        current strategy.                              can offer.”
market position throughout the Asian
axis, either through acquisitions or joint    Sustainability itself is at the heart of our
ventures. We will continue to export          operations across the world thereby
expertise from the UK to support our          reducing our own and our clients’ carbon
development in this part of the world.        footprints. Our successful record in this
                                              field aids the environment as well as
In Thailand, TFM proposals are being          cutting operational costs for our own and
developed for a wide range of existing        our clients’ businesses.
and potential clients. We have established
a hard services joint venture operation to
expand our TFM offering in Thailand and
Vietnam.




                              EvEry yEar wE... rEcyclE 15,000,000 hEadsEts
     OCS Group Limited
     2011 Annual Review



22




      Winning new clients
      UK                                          Europe                                        South and South East Asia
      The UK has seen strong growth in large      New clients for our Cannon operation in       In Thailand, we have secured contract
      contract wins during the past twelve        Portugal have included Lisbon University,     wins for cleaning and security services
      months including:                           Lisbon Council and IKEA. In Spain new         with a range of new clients, including
                                                  clients include the Office of the Prime       RFS Co, TCC Group and Central
      •	 Dixons Group – catering services         Minister, the universities of Murcia and      Pattana Public Company, with growth
      •	 A range of airport contracts including   Coruna and the Department of Social           particularly strong in the commercial
         Belfast, Liverpool and Leeds Bradford    Security.                                     and property sectors.
      •	 Gatwick Airport – new contracts have
         delivered a 500 per cent growth in       New Zealand                                   In Bangladesh, we have been
         contract value at this location          Significant contract wins in the past year    awarded the cleaning contract for the
      •	 St George’s Healthcare Trust –           in the transport, education, retail and       Independent University and in India our
         catering services                        property sectors with clients including Air   Cannon hygiene division is servicing
      •	 London Business School – cleaning        New Zealand and Massey University.            new clients in the commercial sector.
         services
      •	 Jaguar Land Rover – cleaning             Australia                                     Cambodia has seen major growth in the
         services.                                In Australia we have added car park           retail sector with significant contract
                                                  management to our service portfolio at        wins covering cleaning, security and
                                                  Melbourne Airport. We have also secured       Cannon hygiene products at banks,
                                                  new contracts in the public, leisure,         shopping centres and industrial estates,
                                                  commercial and healthcare sectors and         including the Lucky Group.
                                                  won a TFM contract in Perth.




                                       EvEry yEar wE... clEan 450,000 bus shEltErs
                                                                                            OCS Group Limited
                                                                                            2011 Annual Review

                                                                                            About OCS

                                                                                            The market              23

                                                                                            Our values

                                                                                            Our people

                                                                                            Innovation

                                                                                            Financial performance


Outlook                                      Our business support services are fast
Global markets remain challenging as         becoming an integral part of the way we
countries continue to recover from the       align our goals with those of our clients.
worldwide recession.                         By entering into new partnerships and
                                             joint ventures, we are opening up new
With the challenges faced by                 markets to the full range of services we
Governments and economies come               can offer.
exciting new opportunities. At OCS we
are committed to taking advantage of         Above all, we remain flexible and adaptable,
each and every one of them.                  constantly adjusting our systems and
                                             working methods to meet the needs of our
Our sector expertise, management             clients.
systems, track record in innovation and
mature understanding of the market
enables us to deliver the full range of
solutions, from TFM contracts to bundled     Chris Cracknell,
and single service streams. All of this      Group Chief Executive.
places us in prime position for expansion.




                             EvEry yEar wE... valEt ovEr 200,000 aircraft
     OCS Group Limited
     2011 Annual Review




24




      Our values


     Delivering
     solutions with
     a positive
     social and
     environmental
     impact.
                                                                                          OCS Group Limited
                                                                                          2011 Annual Review

                                                                                          About OCS

                                                                                          The market

                                                                                          Our values              25

                                                                                          Our people

                                                                                          Innovation

                                                                                          Financial performance


Company values
As one of the UK’s largest family owned businesses, we
operate in a dynamic, competitive environment under
the same professional standards as our public company
                                                                                          “The OCS Group
counterparts. We retain a family ethos that values our
people, our clients and the communities in which we work.                                 Board believes in
                                                                                          the importance
We are committed to health and safety,                                                    of sustainable
sustainability and to making OCS a
great place to work. Our core values are                                                  development and has
summed up by the ‘Six Cs’:
                                                                                          made sustainability a
Customer first philosophy
                                                                                          prime area of focus.”
Complete service solution
Can-do culture
Climate of trust
                                           Sustainable development
Challenging convention                     To ensure its future, business needs a
                                           ready supply of natural resources and
Champions for best value                   people. To develop sustainably means
                                           that a business must strive to keep its
                                           consumption of natural resources to
                                           the minimum. It must also ensure that
                                           the availability of natural resources
                                           is not compromised by the polluting
                                           effects of its activities. In this way these
                                           finite resources remain available to the
                                           businesses of the future. Likewise, the
                                           availability of an educated supply of
                                           labour is also a necessary requirement
                                           to sustain enterprise. Businesses have a
                                           responsibility to educate their staff and
                                           also to help potential future staff develop
                                           their own skills.

                                           Sustainable development is the most
                                           widely held term used to describe all of
                                           these corporate responsibilities. Other
                                           expressions of this are ‘corporate social
                                           responsibility’, ‘conscious capitalism’ and
                                           ‘responsible capitalism’.




                  EvEry yEar wE... audit 260,000 vEhiclEs
     OCS Group Limited
     2011 Annual Review




26




     CASE STUDY: UK

      Wokingham Borough Council
      Clean sweep cuts carbon footprint
      The client                                                          The OCS solution
      OCS has a longstanding relationship with Wokingham Borough          As part of the contract monitoring OCS has now adopted a 50
      Council (WBC), stretching back 19 years. OCS provides a             per cent self-certification quality assurance procedure. This
      wide range of street cleaning and maintenance services and          involves conducting tasks in-line with pre-agreed timescales
      has recently been awarded a new five year street cleansing          and quality levels. Half of all daily work is checked by OCS to
      contract following a tender exercise designed to achieve            ensure satisfactory completion and the findings are forwarded
      enhanced services, cost savings and a partnership approach          to the council representative by 3pm each day.
      with other WBC contractors.
                                                                          The company’s self-regulatory checking system works alongside
      The OCS approach                                                    the client’s own monitoring procedures to maintain a tight level
      Our approach has always been to work flexibly and closely           of adherence to contract and service level agreements.
      with other contractors, notably the waste contractor with
      whom we share a depot.                                              The client benefits
                                                                          The benefits of the OCS approach include:
      The contract is subject to regular review to maximise every
      opportunity for efficiencies and this has led to the introduction   •	 Supporting the council in meeting sustainability targets
      of smaller, more environmentally-friendly, road sweeping               by recycling over 2,000 tonnes of leaves every year
      vehicles.                                                              and turning them into compost. We also pioneered, in
                                                                             conjunction with WBC, the composting of street sweepings
      The flexibility of an adaptable workforce means we are able to         over 10 years ago
      move our staff around depending on client need, for example         •	 Our high quality services have helped the authority win a
      switching street cleaning teams to road gritting during bad            number of accolades over the years, including being named
      weather periods.                                                       Britain’s cleanest town
                                                                          •	 Reducing the authority’s carbon footprint via the
                                                                             introduction of new fuel-efficient and low CO2 sweeping
                                                                             vehicles
                                                                          •	 Delivering cost savings of five per cent in the contract
                                                                             charge at the same time as providing additional services
                                                                             such as asbestos removal.




              EvEry yEar wE... clEan 1,400 kilomEtrEs of trains (EquivalEnt of london to romE)
                                                                                                   OCS Group Limited
                                                                                                   2011 Annual Review

                                                                                                   About OCS

                                                                                                   The market

                                                                                                   Our values              27

                                                                                                   Our people

                                                                                                   Innovation

                                                                                                   Financial performance


The OCS Group Board believes in the             •	 Helping clients and the general public.
importance of sustainable development
and has made sustainability a prime area        From supporting budding Olympic stars in
of focus. In OCS this means concentrating       the UK to providing clean drinking water
on the following:                               in India and running our foundation in
                                                Thailand, we believe in putting something
Environment                                     back into the communities in which we do           “Reducing energy
                                                business.
•	 Taking positive action to reduce the                                                            use is perhaps the
   biggest impacts on the environment from
   our activities. These are pollution to air                                                      single most effective
   through our CO2 emissions, pollution to
   land through the waste we create and                                                            way of combating the
   pollution to water through the use of        OCS Group UK
   chemicals in our cleaning operations         Primary GHG emissions trend                        challenge of climate
•	 The efficient use of natural resources       ’000 tonnes CO2 equivalent per calendar year
   across all our operations, both on our                                                          change and OCS is
   own sites and those of our clients                                                   2008
•	 Helping our clients to reduce their own                                              2009       constantly developing
                                                                                        2010
   environmental impacts.
                                                                                                   new ways of helping
People
                                                                                                   clients reduce their
•	 Keeping our staff safe when they are
   at work and helping them to maximise                                                            carbon emissions.”
                                                23    21    17     8    8    8      5     5    5
   their potential, recognising their
   activities both inside and outside OCS            Fuel              Gas           Electricity




Sustainable products                            Activap™ is the only
Our Cannon brand supplies the unique            sanitary unit germicide
Activap™ germicide, made from entirely          on target to achieve
natural ingredients which kill viruses and      Biocidal Product
99.999 per cent of bacteria on sanitary         Directive accreditation.
waste, reducing bacteria levels to below
the infectious dose and making it safer for     The product was named
landfill.                                       winner in the washroom
                                                product/service
Feminine hygiene units can be a breeding        category at the 2011
ground for potentially deadly bacteria, as      Cleaning Show Innovation Awards.
well as harbouring viruses such as HIV,
Hepatitis B and C, and Activap™ is the          The manufacture of this product also
only germicide proven to kill 99.999 per        uses minimal energy and any excess
cent of harmful germs – anything less and       germicide is collected and recycled
users are at risk from infectious levels of     into the next batch.
bacteria.




  EvEry yEar wE... hElp 1,000,000 passEngErs with rEducEd mobility catch thEir flights
                      OCS Group Limited
                      2011 Annual Review




28




                                                                                                                    recycled materials wherever possible.
                                                                                                                    Money from the sale of OCS’s own brand
                                                                                                                    Just Deli water supports the Wells for
                                                                                                                    India charity and recycled waste food is
                                                                                                                    turned into compost.

                                                                                                                    Our catering teams send their used
                                                                                                                    cooking oil to be converted to bio-diesel.
                                                                                                                    Some of this converted product goes
                                                                                                                    to our horticulture business to power
                                                                                                                    tools and the rest to catering’s transport
                                                                                                                    supplier. That business mixes it with
                                                                                                                    standard diesel to run their vehicles,
                                                                                                                    which has saved them some 10,000
                                                                                                      Waste         tonnes of CO2 emissions over two years.
                                                                                                  management        In return, our catering business receives a
                                                                                            – in our UK hygiene     reduced transport fee.
                                                                                      operation, over 90 per
                                                                                cent of all returning washroom      Cleaning – we have introduced
                     Achieving                                            products are sent to be recycled or       sustainable end-to-end processes which
                     sustainability                                   reused. In our paper shredding business,      include the following:
                     objectives                                       we have recycled nearly 3,600 tonnes of
                     We are making a considerable push                paper in 12 months, saving approximately      •	 Waste minimisation through recycling
                     forward in developing our sustainability         60,000 trees which have absorbed                 and re-use
                     performance. We have integrated our              45,000 tonnes of carbon.
                     health and safety, quality and compliance                                                      •	 Use of enzyme cleaning products and
                     and environmental teams to form a single         Catering – in the UK, our catering               ionised water
                     HSQE support team.                               operations use Fair Trade and Red Tractor
                                                                      ethically sourced products such as Costa      •	 Reduction in numbers and types of
                     Examples of our current activities in this       Coffee from Rainforest Alliance certified        chemicals
                     area include:                                    farms. Recycling is actively encouraged,
                                                                      with packaging made of biodegradable          •	 Changing working patterns to optimise
                                                                                                                       resource use and minimise use of
                                                                                                                       energy.
                       Wells for India
 CASE STUDY: INDIA




                                                                                                                    All these processes come together within
                       Just Deli water comes from the Radnor Hills. We have created a 500ml bottle of either        our CleanSmart™ solution – a sustainable
                       sparkling or still mineral water, branded Just Deli, in a recyclable plastic bottle. For     development project that has brought
                       every bottle of this water we sell, 5p is donated to a small charity in Rajasthan in India   economic, environmental and social
                       called ‘Wells for India’ which provides clean drinking water and sanitation to a group       benefits to the business and to the staff
                       of remote villages in the region. We have sold over one million bottles of Just Deli         engaged in it. CleanSmart™ offers a
                       water making a real difference to the people in Rajasthan.                                   quantum leap in contract cleaning.

                                                                                                                    The process is based on lean
                                                                                                                    manufacturing, where inefficiency and
                                                                                                                    waste are eliminated almost entirely from
                                                                                                                    the cleaning process. To achieve this,
                                                                                                                    staff work in groups in accordance with
                                                                                                                    a strict regime which has been planned
                                                                                                                    in advance using software containing
                                                                                                                    the relevant floor plans. The benefits of
                                                                                                                    this efficiency improvement programme
                                                                                                                    are reduced cleaning time (economic)
                                                                                                                    reduced energy use (environmental) and
                                                                                                                    improved rates of pay (social).




                                              EvEry yEar wE... sErvE ovEr 4,000,000 patiEnt mEals in hospitals
                                                                                                              OCS Group Limited
                                                                                                              2011 Annual Review

                                                                                                              About OCS

                                                                                                              The market

                                                                                                              Our values              29

                                                                                                              Our people

                                                                                                              Innovation

                                                                                                              Financial performance


                                                             Fleet – Monitoring our commercial fleet has
CASE STUDY




              World first in recycling                       enabled us to set targets for miles per gallon
                                                             travelled. In the UK, the emissions of new
              A world first development in recycling         company cars brought into the fleet have
              technology is set to propel OCS to the         reduced the fleet to an average of 139g
              forefront of the environmental agenda.         CO2 per km travelled and further reductions
              The acquisition of Envirocomp – which          will be achieved in the coming year.             “The sharing
              has perfected a technique for recycling
              disposable nappies into compost – will         Communities and charitable                       of best practice
              position our Cannon brand as market            work
              leader in sustainable environmental            OCS staff from around the world support          and the principle
              practices. Patented in-vessel composting       many different charity events, here are
              technology eliminates the need to              just a few examples:                             of continuous
              dispose of nappies and feminine hygiene
              waste at expensive landfill sites.             Australia and New Zealand                        improvement drive
                                                             •	 Jeans for Genes day (Australia)
                                                             •	 Canteen (teenage cancer in Australia)         our worldwide
                                                             •	 Ongoing support for the Cancer Society
                                                                0f New Zealand.                               commitment




               84
                                                             Ireland                                          to making our
                                                             •	 OCS Ireland is the official sponsor of
                                                                the Irish Paralympics team.                   activities safe for
                                                             Thailand                                         our employees,
                                                             •	 The PCS foundation supports an
             Textile care – in our laundry services we          ongoing scholarship programme for             our clients and the
             have been actively involved in improving           children of our employees which means
             our energy efficiency to meet targets              that PCS pays for the school fees of a        communities in which
             set by the UK government’s Climate                 substantial number of children
             Change Agreement. We improved our               •	 PCS is represented on the board of the        we are based.”
             energy efficiency against the previous             Thailand Business Coalition on Aids.
             year by three per cent. Initiatives range          This organisation has been working to
             from switching off lights, to large scale          raise awareness amongst businesses on
             capital intensive projects such as the heat        how to prevent the spread of HIV and
             recovery system which has been installed           also on providing support to people
             at our Stevenage laundry and has reduced           suffering from the condition.
             gas intake by 25 per cent.
                                                             Cambodia
             Ethical procurement – our purchasing            •	 PCS has joined the board of PSE (For a
             policy relating to sustainability requires us      Child’s Smile). This organisation takes
             to:                                                care of underprivileged children by
                                                                providing them with education and
             •	 Include sustainability criteria in the          helping them to find a job
                selection of contract services               •	 We are also involved with the
                                                                Cambodia Coalition on Aids.
             •	 Work with suppliers to reduce the
                environmental impacts of their and           Bangladesh
                our operations                               •	 PCS joined the Poppy Appeal Fund
                                                                to provide homes, employment,
             •	 Refuse to purchase from suppliers known         rehabilitation and training for ex-service
                to infringe reasonable social standards         men and women and their dependents
                                                             •	 We supported the British Business
             •	 Conduct an assessment against                   Group in Bangladesh on a project
                sustainability criteria on the largest          to transform a village that had been
                categories of purchases.                        severely affected by cyclone Sidr.




              EvEry yEar wE... managE ovEr 5,000,000 vEhiclEs on and off cross channEl fErriEs
     OCS Group Limited
     2011 Annual Review




30




     CASE STUDY: BANGLADESH

      AB Bank
      Local delivery to international standards
      The client                                                       With our methodology and quality controls developed to
      AB Bank Limited operates from 77 branches across Bangladesh      comply with OCS standards and procedures across the world,
      and following a refurbishment and renovation programme           we deliver to an international best practice standard.
      needed a supplier who could maintain the appearance of the
      branches nationwide.                                             The client benefits
                                                                       The benefits of the PCS approach include:
      The PCS approach
      Mobilisation of the contract involved the recruitment and        •	 The protection of the bank’s public image – by cleaning all
      training of staff to cover a wide geographical area and site        branches to the same exacting standards AB Bank is able to
      surveys at every branch.                                            present a consistent quality image to all its customers
                                                                       •	 One point of contact for both service streams, on a branch-
      The site surveys were then used to develop job plans for every      by-branch and national basis
      member of staff at each location.                                •	 The introduction of environmentally friendly products
                                                                          sourced via our worldwide sustainable procurement
      The PCS solution                                                    procedures
      The management of cleaning and pest control services is          •	 The security of using an international company which
      integrated across the contract, with dedicated supervisors          specialises in local delivery to international standards.
      responsible for individual branches of the bank.




                                      EvEry yEar wE... sErvE 7,000,000 cups of coffEE
                                                                                                            OCS Group Limited
                                                                                                            2011 Annual Review

                                                                                                            About OCS

                                                                                                            The market

                                                                                                            Our values                31

                                                                                                            Our people

                                                                                                            Innovation

                                                                                                            Financial performance


                 Malaysia                                       •	 Our OCS Young Sports Person
                 •	 PCS has donated various items of               Awards are now in their twelfth year.
                    housekeeping equipment to Montfort             During this time over £260,000 has
                    Boys Town to provide residential care          been awarded to over 150 talented
                    to orphans and boys from poor and              youngsters – you may see some of
                    underprivileged families.                      our winners competing in the London
                                                                   Olympics!                                “From supporting
                 United Kingdom
                 •	 In 2010, we joined Business in the          •	 We support the Chance To Shine           budding Olympic
                    Community and will be supporting               initiative sponsoring cricket at grass
                    a range of activities including the            roots level for young people             stars in the UK to
                    Business Action on Homelessness
                    initiative                                  •	 Over the past year, OCS has become       providing clean
                                                                   involved in supporting the Bacchus
                 •	 We have teamed up with Cancer                  Mentoring Scheme at Oxford Brookes       drinking water in parts
                    Research UK to raise funds and                 University. This matches undergraduate
                    promote healthier lifestyles, as well as       students who are considering a career    of India and running
                    to encourage community participation           in hospitality with senior managers
                    in activities and fundraising events           in a range of organisations within the   our foundation in
                                                                   industry.
                                                                                                            Thailand, we believe
                                                                                                            in putting something
CASE STUDY: UK




                                                                                                            back into the
                                                                                                            communities in which
                                                                                                            we do business.”




                   Olympic push
                   British swimming champion, 19-year-old Ellen (Ellie) Gandy, had her success in the
                   British Gas Swimming Championships – two wins in the 100m and 200m butterfly –
                   capped by being awarded an OCS Sports Grant to support her two year campaign
                   and schedule leading up to the 2012 Olympics.

                   At the championships, Ellen not only retained her titles but recorded a time just
                   0.02 seconds outside the current fastest world time. Her preparations for London
                   2012 will require her to continue her training in Melbourne, with global travel to
                   compete and represent Britain on the senior international swimming circuit. OCS
                   aims to support outstanding young athletes and contribute to the overall vision for
                   the future of British sport.

                   Ellie said: “I’m grateful for all the help I’ve had from the people who have provided
                   the facilities for me to train – and now to OCS for their grant. It just means that I
                   can invest in the best training and attend the right camps to help me maintain my
                   focus for the Worlds and 2012.”




                                               EvEry yEar wE... clEan ovEr 300,000,000 dEsks
     OCS Group Limited
     2011 Annual Review




32




     CASE STUDY: UK

      Gatwick Airport
      Partnership takes off
      The client                                                                The OCS solution
      OCS’s partnership approach to providing solutions in the                  The most recent development in our services at Gatwick
      aviation sector has delivered a 500 per cent growth in contract           took place in February 2011 when we took over the cleaning
      value at one of London’s main airports. Two years ago OCS’s               contract for the public areas of the airport. With just a month
      activities at Gatwick Airport were confined to a single aircraft          to TUPE transfer 250 staff from the former contractor and to
      cleaning contract with BA.                                                retrain them we are now delivering improved quality services.
                                                                                Our cleaning staff are now seen as part of the public face of
      Just 24 months on and we now provide aircraft cleaning                    the airport and are there to help and advise passengers as
      services to 20 clients, including BA, Monarch, SAS and TAP  ,             well as carry out their routine duties. Daily audits by airport
      have taken over the cleaning contract for the public areas at             management show improving levels of cleanliness.
      the airport and secured a contract to support the delivery of
      services for passengers with reduced mobility (PRMs).                     By providing flexible and continuously improving services,
                                                                                working as a team with airport and airline staff, and by
      OCS’s growth at the airport can be attributed to the                      responding to events like the severe winter weather in
      partnerships developed with airline and airport management                December 2010, we have built our portfolio by ensuring our
      and the teamwork of our staff with their staff on the ground.             clients are keeping their passengers happy.

      The OCS approach                                                          Senior airport management have cited our partnership
      By delivering high standards of aircraft cleaning and improved            approach as contributing to the improved passenger
      turnaround times OCS is helping airlines and the airport                  experience which will help Gatwick grow.
      operating company keep passenger waiting times down. Our
      INFORM software solution, configured in-house, provides a                 The client benefits
      bespoke system for the optimal deployment of staff. The system            With three large teams running aircraft cleaning, PRM
      tracks live flight information and staff movements and allocates          services and terminal cleaning we have been able to integrate
      staff to the right aircraft, at the right place, at the right time. The   management, administration and recruitment to provide a
      steady growth in our client base at Gatwick is witness to our             more cost-effective and efficient service for all our Gatwick
      continual improvement in performance. Aircraft cleaning delays            clients. We have also integrated our delivery teams so they
      have been reduced and cleaning quality scores improved.                   can flex according to demand on any given day – for example,
                                                                                if there is a temporary dip in the aircraft cleaning workload
      And the PRM service, which was mobilised in November                      then those staff are redeployed to terminal cleaning duties.
      2010 with 260 OCS staff, has already attracted praise from
      senior airport management for the improvements that have                  Within the terminal our teams have been arranged into zones
      been delivered in helping 1,000 passengers every day. Since               to encourage ownership and accountability and this is already
      November 2010 aircraft delays have reduced and complaints                 showing signs of success with improved cleanliness levels.
      from passengers and airlines have reduced to the extent that
      compliments now outweigh complaints.                                      Other improvement measures include:

      The PRM service delivery model does away with the traditional             •	 Lean engineering principles to improve productivity
      client/supplier relationship – with OCS providing the staff,              •	 High specification machines to cut water consumption by 70
      equipment and operating software and Gatwick Airport Limited                 per cent and eliminate the use of chemicals
      taking responsibility for financial and operational performance.          •	 Tailored customer service and skills training for all staff.
      This approach has strengthened the teamwork between OCS and
      airport staff, with both teams working towards the same goals.             “Perhaps our greatest achievement during the snow disruption
                                                                                 was the great teamwork witnessed across the airport, not
        Wayne Tomlinson, PRM manager for Gatwick Airport                         only across our own departments, but more importantly with
        Limited, said “The support I received from everyone at                   our airlines, handlers and contractors. OCS have not only
        OCS was second-to-none and helped us deliver a very                      improved our PRM service but been a great example of working
        successful relaunch of the PRM service.”                                 with partners.”
                                                                                 Stewart Wingate, chief executive officer, Gatwick
                                                                                 Airport Limited




                                        EvEry yEar wE... clEan ovEr 20,000,000 windows
                                                                                          OCS Group Limited
                                                                                          2011 Annual Review

                                                                                          About OCS

                                                                                          The market

                                                                                          Our values              33

                                                                                          Our people

                                                                                          Innovation

                                                                                          Financial performance


Risk management                               Our innovative approach has seen two
The OCS Group Board is committed to           significant developments in the UK
managing and minimising risk in order to      during the past twelve months:
protect all its stakeholders. Key risks are
documented on risk registers at board         – The development
level and for each business stream. Risks     of an integrated
are regularly reviewed at management          management
meetings to ensure continued focus and        system covering
are updated to take account of changing       safety, quality and
circumstances such as new legislation.        the environment
                                              and the adoption of
Our internal auditing process in the          the Royal Society
UK is known as QUAL 100 and is used           for the Prevention
to allow gaps in performance to be            of Accidents’
identified quickly. Non-conformities are      (RoSPA) quality
automatically fed into a central register     safety audit.
and resolution is tracked from the centre
to ensure 100 per cent close-out.             – We have
                                              also achieved
In the United Kingdom and New Zealand         accreditation to the
we use SAP systems to ensure a common         Contractors Health and Safety
back of house operating base across           Assessment Scheme (CHAS), which
the various business streams. This            is becoming a pre-requisite for tenders.
has streamlined internal management           Participating in CHAS demonstrates our
processes and also knowledge exchange         compliance with important areas of health
and communication.                            and safety legislation and means we
                                              are approved to work for the increasing
Safety first                                  number of public and private sector
Health and safety is paramount in all         organisations which buy only from CHAS
of our operations across the globe,           approved contractors.
embedded in our culture and led from the
very top of the organisation.

The sharing of best practice and the          “Our focus on health and
principle of continuous improvement are
central to our management philosophy          safety is not determined by
and drive our worldwide commitment
to making our activities safe for             the legal requirements of
our employees, our clients and the
communities in which we are based.            compliance or the financial
Our focus on health and safety is not         risks associated with
determined by the legal requirements
of compliance or the financial risks          accidents, it is driven by our
associated with accidents, it is driven by
our moral belief that we have a duty of       moral belief that we have a
care.
                                              duty of care.”
For OCS, health and safety is about
developing and implementing systems
and practices that make our activities and
processes safer and delivered to a higher
standard. Our regimes are in place to
make our people’s working lives better,
not just to satisfy legal requirements.




                                   EvEry yEar wE... dry 240,000,000 hands
      OCS Group Limited
      2011 Annual Review




34




     Integration                                •	 Improved staff morale and motivation       Audit
     In 2011 we have integrated our health         (involvement and engagement with           We have enhanced our health and safety
     and safety, quality and compliance and        managers)                                  audits to drive continuous improvement
     environmental teams. The move reflects     •	 Optimised internal and external audits.    though the adoption of the quality safety
     significant advances with the launch                                                     audit methodology devised by RoSPA.
     of the HSQE Integrated Management          Our integrated management system              The externally validated audits assess our
     System. This positions OCS as one of the   covering health and safety, quality and the   policies, procedures and practice against
     few major companies in the UK to have      environment has been designed to drive        best practice and legal requirements.
     a cutting-edge integrated management       up standards at the same time as being        The process requires the input of senior
     system.                                    more efficient for operational managers.      management into any improvements
                                                                                              identified and lessons learned.
     The benefits of this approach include:     The new system means our accreditation
                                                to OHSAS 18001 (Safety) is now                Support
     •	 Reduced costs (avoiding duplication)    compatible with our accreditation for ISO     OCS does not employ ‘health and safety
     •	 Time savings (one management review)    9001:2000 (Quality) and ISO 14001:2004        managers’ as we firmly believe it is the
     •	 A holistic approach to managing         (Environmental).                              responsibility of all management to
        business risks                                                                        manage health and safety. As such, our
     •	 Reduced duplication and bureaucracy     The systems provide management with a         directors, led by a board level health and
        (one set of processes)                  single tool to guide the implementation of    safety champion, are actively and visibly
     •	 Less conflict between systems           all policies and processes to the highest     engaged in leading health and safety
        (avoiding separate silos)               standards.                                    adherence.
     •	 Improved communication, both internal
        and external                                                                          Health and safety advice is provided by
     •	 Enhanced business focus (one system                                                   a team of qualified in-house health and
        linked to the strategic business                                                      safety advisors who report independently
        objectives)                                                                           of operational management to ensure
                                                                                              there is no conflict of interest between
                                                                                              safety and productivity.



                                      EvEry yEar wE... providE 36,000,000 toilEt rolls
                                                                                              OCS Group Limited
                                                                                              2011 Annual Review

                                                                                              About OCS

                                                                                              The market

                                                                                              Our values              35

                                                                                              Our people

                                                                                              Innovation

                                                                                              Financial performance




Training                                        Our record                                    “As this decade
We invest substantially in frontline and        We record and monitor accident statistics
managerial health and safety training.          on a consistent basis for our global          goes on, we will
In the UK, we continue to recognise             operations. Significant improvement has
the importance of the IOSH course               been made in reducing our ‘reportable’        continue to embrace
for senior managers and operational             accidents which have fallen by over 30
management. Around 90 managers                  per cent this year. Of these accidents,       sustainability
have successfully participated in the           some 71 per cent are suffered during
four-day course and 180 managers have           manual handling operations or are             on a worldwide
successfully participated in our one-day        as a result of a slip, trip or fall. The
health and safety course during the past        causes of these common accident               basis, integrating
year, resulting in improved health and          types will continue to be a focus for our
safety awareness, knowledge and ability         management teams and global working           the economic
around the company. We continue to              parties will seek to identify good practice
use our bespoke mandatory e-learning            and systems of work that will help to         implications of
solution ‘Play it Safe’ for health and safety   drive accident rates down.
induction. This course sets out our health                                                    our actions with
and safety culture early in an employee’s
career with us. During the past year, 350                                                     their social and
employees have completed ’Play it Safe’.
                                                                                              environmental
                                                                                              impacts in our
                                                                                              decision-making
                                                                                              processes.”



              EvEry yEar wE... laundEr 26,000,000 uniforms, shEEts and towEls
     OCS Group Limited
     2011 Annual Review




36



      Our people


     Developing first-class
     careers to deliver
     world-class services.




                          EvEry yEar wE... wash 7,000,000 hygiEnE units
                                                                                          OCS Group Limited
                                                                                          2011 Annual Review

                                                                                          About OCS

                                                                                          The market

                                                                                          Our values

                                                                                          Our people               37

                                                                                          Innovation

                                                                                          Financial performance



Our people
With 56,000 staff across the world, our people are our most
important asset. Every day, in every corner of the globe, our
people go above and beyond the call of duty to deliver a
                                                                                          “Every day, in every
world-class service to our clients.
                                                                                          corner of the globe,
Whether it is responding to extraordinary events or simply ‘doing the day job’, we are
proud of each and every member of our staff. And as a family-owned business we are        our people go above
proud of our family ethos, the value we place on our people, their client focus, and
entrepreneurship.                                                                         and beyond the call
We continue to place great emphasis on consultation with our staff and the effective      of duty to deliver a
communication of matters affecting them and the Group.
                                                                                          world-class service to
                                                                                          our clients.”
Crisis reactions
Our people have an outstanding record         destroyed, managers had the difficult
of responding to the unexpected, keeping      job of locating displaced staff before we
clients’ businesses going in the face of      were assured everyone was safe. Many
adversity.                                    staff lost their homes and knew people
                                              who had lost relatives and friends. With
Christchurch earthquakes                      large numbers of people displaced, the
The two earthquakes in September 2010         company provided lunches for staff –
and February 2011 devastated much of          giving them the chance to meet and
New Zealand’s second city of Christchurch     grieve – and arranged for food parcels,
and put the OCS teams on the ground into      grocery vouchers and water for those in
some seriously testing situations.            need. Staff lucky enough to live in areas
                                              with running water opened their homes
A combination of luck – none of our           to others.
staff lost their lives – robust emergency
planning and the willingness of our staff     Clients
to go above and beyond the call of duty,      The devastation caused by the
has demonstrated how we continue to           quake closed many businesses,
deliver, even in the most extreme of          including half of our clients
circumstances.                                in the city. Our immediate
                                              concern was to get as many
February 2011                                 staff as possible to priority
At 12.51pm on 22 February a 6.3               clients including Christchurch
magnitude earthquake struck Christchurch      Hospital, the airport and city council.
causing widespread damage and multiple
fatalities.                                   At the hospital, we mobilised
                                              an emergency service to
The earthquake claimed the lives of 181       cope with the aftermath. We
people and up to 10,000 houses and            supported the city council by
1,000 buildings in the city’s business        providing cleaning services and
district were hit.                            hygiene supplies to the welfare
                                              centres set up to cope with
Staff                                         those made homeless.
It took five days to confirm that all of
OCS’s staff who worked in the central         In the days and weeks that
business district were safe. With many        followed, much of the work
phone networks down and homes                 carried out by OCS staff



            EvEry yEar wE... collEct 26,000,000 kg of wastE from our customErs
     OCS Group Limited
     2011 Annual Review




38




                                         went way beyond their normal duties. The       The immediate aftermath and the big
                                         city was in an incredible mess and they        clean up that followed saw OCS staff
                                         worked in unbelievable conditions.             involved in a range of activities to get
                                                                                        Christchurch back on its feet:
                                         Weeks after the quake, as clients re-
                                         gained access to their premises, specially     •	 At Christchurch Hospital, medical
                                         trained OCS staff in protective gear were         staff had to cope with an influx of
                                         continuing the clean up – being escorted          injuries. OCS immediately responded
                                         in by urban search and rescue specialists         to ensure the accident and emergency
                                         who briefed teams on dangers, crouch              department was ready for the injured
                                         points and escape routes.                         and able to operate through the night

                                         September 2010                                 •	 At Christchurch International Airport,
                                          On Saturday 4 September, at 4.35am,              OCS staff ensured the terminal facilities
                                              New Zealand was hit by an                    operated smoothly and were kept clean
                                                    earthquake measuring 7.1               as growing numbers of passengers
                                                         on the Richter Scale.             faced a 24-hour wait for the runway
                                                                                           to be declared safe and flights to be
                                                                    The quake              allowed to resume
                                                                    centred just
                                                                    40km west of        •	 At council offices and emergency
                                                                    Christchurch,          welfare centres, OCS serviced a
                                                                    where roads            number of civil defence requirements,
                                                                    cracked, water         from cleaning at regular sites to
                                                                    and sewerage           cleaning and providing Cannon sanitary
                                                                    pipes ruptured,        supplies at emergency centres.
                                                                    railway lines
                                                                    buckled,
                                                                    walls toppled,       “The on-site team on
                                                                   chimneys fell
                                                             and historic buildings      Saturday morning were
                                                        were fractured.
                                                                                         absolute stars, getting stuck
                                             The New Zealand government
                                         declared a state of emergency. For OCS          in to help with the clean up.
                                         it meant putting our own emergency
                                         planning into practise – making sure our        Throughout the following
                                         own people were safe, helping to keep
                                         health and transport facilities running, and    days we saw many distressed
                                         getting all our clients back to business as
                                         soon as possible.                               tenants and staff but
                                         When the earthquake hit, OCS had staff          throughout this trying time the
                                         working at two supermarkets, two retail
                                         shopping malls, Christchurch International      OCS crew got on with their
                                         Airport and Christchurch Hospital. All
                                         made it safely through the quake and            jobs and really kept things
                                         immediately returned to work to assist
                                         with the clean up. Within minutes of the        going. It is times like these
                                         quake, OCS regional services manager
                                         Dean Turner contacted other OCS                 that companies can shine and
                                         managers and put the emergency plan
                                         into action. The first priority was to          OCS certainly shone for us.”
                                         ascertain the safety of OCS staff at the
                                         various sites around Christchurch.              Jason Marsden,
                                                                                         centre manager, The Hub,
                                                                                         Christchurch, New Zealand.



                          EvEry yEar wE... divErt 12,500,000 kg of wastE from landfill
                                                                                             OCS Group Limited
                                                                                             2011 Annual Review

                                                                                             About OCS

                                                                                             The market

                                                                                             Our values

                                                                                             Our people               39

                                                                                             Innovation

                                                                                             Financial performance


Civil unrest
Keeping services going in the midst of           Volcanic ash cloud
wide-scale civil unrest tested our teams         In March and April 2010 another
in Thailand to the limit during April and        natural phenomenon hit OCS’s
May 2010.                                        many aviation clients when volcanic
                                                 eruptions in Iceland created an ash
With a valued member of staff, security          cloud that created the highest levels       “The first action
guard Khun Samai Tadkaew, killed during          of air traffic disruption in Europe since
violent confrontations on May 16, the two        World War Two.                              was to support our
month long period of unrest has left an
indelible mark on the team in Bangkok.           With airspace closed and flight             partners in minimising
                                                 cancellations causing massive
Staff based in the demonstration-hit             disruption at airports, OCS’s airport-      the disruption to
central business district continued              based staff in the UK were on hand to
working, despite the inherent dangers of         help airport operator and airline clients   passengers, and
simply travelling to attend work.                deal with the situation.
                                                                                             nowhere was this
Services were kept going, with many              OCS operations were at the forefront
staff opting to stay overnight at their          of the response to this disruption,         more evident than
workplaces because of the dangers of             with staff stepping in to assist and
travelling, and security teams working           show our commitment to partnership          at Heathrow where
round-the-clock to keep client buildings         with our clients. The first action was
safe.                                            to support our partners in minimising       area director Andy
                                                 the disruption to passengers, and
Extreme weather                                  nowhere was this more evident than          Windebank led his
Weather also played havoc with                   at Heathrow where area director
transport systems in the UK – at the             Andy Windebank (pictured below)             teams tirelessly,
end of 2010 and again at the beginning           led his teams tirelessly, assisting BAA
of 2011 when snow brought chaos                  and the airlines. Andy was highly           assisting BAA and the
to airports, roads, trains and ferries.          visible in managing the disruption,
Airports were closed, most notably for           crowd control, communications               airlines.”
an extended period at Heathrow, flights          with passengers and the community,
delayed, cancelled or diverted, Eurostar         then, as restrictions eased, facing the
experienced cancellations and sailings           challenge of re-opening the airport
were disrupted.                                  to passengers as flights resumed.
                                                 The staff, without exception, stepped
Disruption on the roads and the public           up to the challenge, often in areas
transport system created the additional          outside their normal work, providing
difficulty of staff actually being able to get   a much-needed professional resource
to work and contingency plans swept into         to the airport and airlines as this
operation to maintain staffing levels and        extraordinary event unfolded.
provide extra resources for our clients.

OCS teams stepped up to the challenges,
with many of our Heathrow staff sleeping
in the terminals to ensure they were on
hand to continue to provide services.




                              EvEry yEar wE... count 72,000,000 frozEn mEals
     OCS Group Limited
     2011 Annual Review




40




     CASE STUDY: BANGLADESH

                                                    Novartis
                                                    Quality assurance in an
                                                    exacting environment
                                                    The client
                                                    The Switzerland-based Novartis Group operates in 140
                                                    countries employing 100,000 staff around the globe. In
                                                    Bangladesh, their local company runs a large pharmaceuticals
                                                    plant and research base. When the company contracted out
                                                    its cleaning and pest control services it needed a partner who
                                                    could deliver to the most exacting international standards and
                                                    meet the required high performance levels to satisfy regular
                                                    audits carried out by international teams.

                                                    The PCS approach
                                                    Our operational plan was drawn up after a site survey and
                                                    consideration of the particular needs of a pharmaceutical
                                                    environment.

                                                    We then established work patterns and schedules and the
                                                    separation of equipment and materials for the different areas –
                                                    with specific rules and staff training for the production areas.

                                                    With the benefit of product knowledge from the wider OCS
                                                    Group, we then invested capital in introducing a range of
                                                    specialist automated cleaning equipment which is rarely used
                                                    in this part of the world.

                                                    The PCS solution
                                                    Our service delivery is based around specific work schedules
                                                    and key performance indicators.

                                                    Staff are trained on an ongoing basis to ensure international
                                                    standards are met.

                                                    The client benefits
                                                    The client benefits of our approach include:

                                                    •	 An international partner with specialist pharmaceutical
                                                       knowledge and experience who can meet the exacting
                                                       standards required
                                                    •	 The capital investment in specialist machinery and
                                                       equipment and human investment in continuous staff
                                                       training
                                                    •	 Cost efficiencies from the introduction of automated
                                                       equipment
                                                    •	 The use of environmentally friendly products sourced via
                                                       our worldwide sustainable procurement procedures
                                                    •	 Adherence to international standards for health and safety
                                                       and quality assurance.




                          EvEry yEar wE... undErtakE 75,000 pEst inspEctions
                                                                                               OCS Group Limited
                                                                                               2011 Annual Review

                                                                                               About OCS

                                                                                               The market

                                                                                               Our values

                                                                                               Our people               41

                                                                                               Innovation

                                                                                               Financial performance



Our duty to staff
– training and development
We are committed to providing an               •	 Increased sales and pre-tender
environment where our employees wish              opportunities as there is an increasing      “As a family business,
to give their best.                               client requirement for the delivery of
                                                  apprenticeships.                             caring for and valuing
We offer training for staff at all levels,
with a comprehensive induction and             Our Chief Executive Chris Cracknell was         our staff is part of
mandatory training followed by refresher       among the first UK business leaders to sign
and developmental training identified via      up to the Skills Pledge, a voluntary public     our culture. We value
annual appraisals.                             commitment by employers to implement
                                               basic skills training and development for all   all of our people and
Training is delivered using a number of        employees. With hundreds of professional
different delivery styles including group      disciplines, trades and skills deployed         their achievements
training, coaching, assessment and             across our business, our commitment to
e-learning.                                    the Skills Pledge provides a structured         are recognised and
                                               framework for employees to maximise
For the past three years in the UK, we         their potential and is a natural step in        rewarded.”
have been utilising government funding         developing a competent, confident and
to deliver vocational qualifications within    contented workforce.
the business. This has seen over 2,500
employees achieve nationally recognised        Our management skills programme has
qualifications. During the past few            supported over 150 managers to develop
months, we have adjusted our approach          their people management skills over
towards NVQs due to changes in funding         the past year.
and OCS is now an approved, registered
centre for the delivery of Qualifications      In London’s Docklands, our
and Credit Framework qualifications.           cleaning teams are benefiting from
                                               improving skills such as English
We have been delivering apprenticeships        language and communication at
to existing UK employees for the past          the Group’s Canary Wharf training
three years using external providers.          centre. In the UK, a new training
Current plans are for OCS to deliver           programme aimed at raising the skills of
an end-to-end apprentice product for           our public sector teams was launched in
existing and new employees of all ages.        2010. To date over 50 employees working
This will be delivered initially by an         in this sector have been awarded their
external provider but the intention is to      NVQ Level 2 in customer service, including
further develop our existing OCS NVQ           teamwork, health and safety and equality
centre to self-deliver our own bespoke         and diversity, through the Public Sector
OCS apprenticeship.                            Skills Framework.

The benefits of developing new                 Training and development
and existing employees through an              programmes do not just help us
apprenticeship programme include:              achieve our corporate goal of
                                               being ‘a great place to work’,
•	 Increased skill level of employees at       they are a key part of continually
   operative, supervisor and management        developing our business.
   levels across all sectors of the business
                                               In every part of the world
•	 Increased work productivity and             where we operate, training and
   motivation of staff, leading to improved    development starts from an
   staff retention levels                      employee’s first day with OCS.




               EvEry yEar wE... managE of 60 sq milEs of high sEcurity EstatEs
     OCS Group Limited
     2011 Annual Review




42




     CASE STUDY: IRELAND

      Tesco
      One-stop shop delivers TFM solution
      The client                                                         The OCS solution
      Tesco Ireland is the country’s leading food retailer, operating    In order to deliver a holistic service, OCS has incorporated a
      107 stores across the country. An independent subsidiary of        number of key initiatives including:
      Tesco plc, the company has been trading in Ireland since 1997.
                                                                         •	 Dedicated contract service managers with full responsibility
      Tesco Ireland is the largest single buyer of Irish food products      for the day-to-day running of the contract, the
      in the world, spending an aggregate of over =1.28 billion on
                                                      C                     implementation of our quality assurance systems and the
      Irish products and services annually.                                 provision of all reporting, acting as a single point of client
                                                                            contact
      OCS was awarded the cleaning, security, keyholding,                •	 Consolidated invoicing
      reception, postroom and hygiene services contract for Tesco        •	 Aligning our staff with client teams by investing in quality
      Ireland’s head office in July 2010. OCS also supplies security,       uniforms in line with Tesco’s corporate image.
      cleaning, hygiene services and pest control at seven Tesco
      shopping centres.                                                  The client benefits
                                                                         The benefits to the client of the OCS approach include:
      The OCS approach
      The OCS approach to this contract is to provide Tesco              •	 A ‘one stop shop’ approach to facilities management needs,
      with a single point of contact to co-ordinate their facilities        with OCS supplying a total integrated solution
      management requirements. The main aim is to provide a              •	 One management team across the contract with dedicated
      holistic service ensuring total facilities management services        single points of contact at each site able to co-ordinate the
      are co-ordinated across multiple sites.                               full range of service provision
                                                                         •	 Regular benchmarking of suppliers to ensure value for
                                                                            money for the client.

                                                                         Within the short time OCS has had the contract, we have been
                                                                         commended on the quality of our service, the cleanliness of
                                                                         the facilities and, just as importantly, the image and public
                                                                            perception of our staff on site. Our focus on attention
                                                                               to detail and investment in ‘getting it right first time’
                                                                                 has ensured we are developing a strong, positive
                                                                                   relationship with the client which we will continue
                                                                                   to nurture in order to deliver world-class integrated
                                                                                   services.




                               EvEry yEar wE... changE nEarly 2,000,000 hospital bEds
                                                                                              OCS Group Limited
                                                                                              2011 Annual Review

                                                                                              About OCS

                                                                                              The market

                                                                                              Our values

                                                                                              Our people              43

                                                                                              Innovation

                                                                                              Financial performance


In Thailand our grading system consists          The Workplace Literacy Programme,
of six development levels designed to            conducted on-site by the not-for-profit
help a new employee step up the career           provider Workbase, saw 21 staff graduate
ladder to supervisor level. Our leadership       in 2010.
development programme is giving
younger staff the knowledge and skills to        In Australia, staff development
become the leaders of the future.                programmes are designed by our in-house      “Our training
                                                 teams, and are consistent with nationally
In New Zealand the primary skills training       accredited, competency based training        programmes not only
programme used to develop and recognise          programmes.
staff skills is the New Zealand Qualifications                                                equip our people with
Authority (NZQA) approved Level 2                We use a private registered training
Certificate administered by the Building         organisation to assess competency and        the skills needed to
Services Contractors Industry Training           issue the national qualifications in asset
Organisation. In 2010, 250 OCS staff             maintenance.                                 deliver best-in-class
achieved the Limited Credit Programme
Certificate in cleaning and caretaking. Of       Senior manager and executive training        services, they also
these staff, 120 went on to qualify in the       and development programmes are
NZQA recognised full National Certificate in     selected annually and this year we used      help them develop
cleaning and caretaking.                         the Action coach programme to assist in
                                                 the senior executive staff development       outstanding careers
The Delight! Programme, which focuses            programmes.
on frontline management skills, has                                                           within OCS.”
been delivered to 113 supervisors and
managers in 2010.




                        EvEry yEar wE... dElivEr 190,000,000 papEr hand towEls
      OCS Group Limited
      2011 Annual Review




44




     Career ladders
     Our training programmes not only equip
     our people with the skills needed to deliver
     best-in-class services, they also help them
     develop outstanding careers within OCS.

     People like Dave Scott (pictured right)
     who joined OCS as a mobile supervisor
     after serving in the army and sustaining
     injuries in Iraq. Within just six months
     Dave was promoted to operations
     manager and he has completed eight
     training courses within OCS, recently
     passing the IOSH. Dave now runs our
     security and cleaning services within
     Liverpool across a range of client sites.

     And people like Tony Warr (pictured
     below) who started out on his OCS career
     journey five years ago when he joined
     us as a seasonal temporary gardener.
     Tony was quickly taken on full-time and
     then rapidly promoted to team leader,
     supervisor and now senior supervisor.
     Tony has completed a wide range of
     OCS training courses and has completed
     his Royal Horticultural Society Level 2
     qualification in horticulture.




                           EvEry yEar wE... mow thE EquivalEnt of 10,000 football pitchEs
                                                                                          OCS Group Limited
                                                                                          2011 Annual Review

                                                                                          About OCS

                                                                                          The market

                                                                                          Our values

                                                                                          Our people                45

                                                                                          Innovation

                                                                                          Financial performance


Supporting diversity                           CASE STUDY: AUSTRALIA
We are passionate about supporting
diversity in the workplace. One of the
successes we have experienced in the
                                               The sky’s
UK is through our collaboration with
Asset Skills on increasing the personal
                                               the limit
development opportunities available to         Davies Chibale’s inspirational story       “We are passionate
employees.                                     is an example of how a career within
                                               OCS can really take off.                   about supporting
One such initiative is the Women and
Work programme, which has enabled              Davies (pictured below) arrived in         diversity in the
us to enhance the delivery of existing         Australia in 2002 from Zambia to
management and skills training to female       complete a bachelor of commerce            workplace, increasing
employees from across the business.            degree and like many students
This success has been recognised by the        studying abroad, he took a part-time       the personal
Asset Skills Women and Work Employer           job with OCS as a cleaner at Bank
Award which has formally recognised            West Tower in Perth.                       development
our commitment in supporting the
development and training of women in           Just two months in, and with               opportunities available
our organisation.                              experience in supervisory roles in his
                                               native Zambia, Davies was promoted         to employees”
In the UK, we are working with Remploy         to a cleaning supervisor position and
to help people with disabilities and           went on to win an Excellence in Office
complex barriers to work to join our           Presentation Award in recognition of
organisation.                                  his outstanding performance.

OCS offers equal opportunities to all          Moving to another client site, Davies
employees and applicants regardless            took on additional hours to help cover
of race, creed, sex, ethnic origin, age        college fees. His work, cleaning in the
or disability. Disabled persons are            early morning and then supervising
considered for employment where they           other cleaners later in the day, and
have the appropriate skills and abilities to   his excellent college reports, were
perform a job. Employees who become            soon noticed by OCS state manager
disabled during their working life will        Jenni Wood. Jenni was so impressed
be retained in employment wherever             by both his work and attitude that she
possible and will be given help with any       employed Davies as an operations
necessary rehabilitation, reasonable           manager when he graduated in
adjustment and retraining.                     December 2004.

We support the One and All foundation,         While Davies worked in this role,
which tackles diversity in a number            the building he was responsible
of ways including helping companies            for was awarded the Western
implement mentoring schemes.                   Australia Golden Service Award.
                                               In recognition of his efforts Davies
                                               was promoted to the position of
                                               OCS regional manager and shortly
                                               after that to the position of human
                                               resources manager, the role he
                                               currently carries out.

                                               Today Davies is completing an MBA
                                               course, sponsored by OCS, and takes
                                               part in a range of community activities,
                                               including speaking to groups of young
                                               people about his experience.




                        EvEry yEar wE... managE 6,000,000 cliEnt documEnts
     OCS Group Limited
     2011 Annual Review




46




     CASE STUDY: IRELAND

      Dublin Airport Authority
      Delivering an enhanced passenger experience
      The client                                                         The OCS solution
      Dublin Airport Authority plc (DAA) is the airport management       Along with our previous contract wins, we now provide the
      company responsible for the management, operation and              following services:
      development of Dublin, Cork and Shannon airports. The DAA
      vision is to deliver a quality airport travel experience to the    •	 Feminine hygiene and nappy disposal
      best international standards. OCS’s primary objective is to        •	 Sharps/bio-hazards management and disposal
      align ourselves with the authority’s strategy in order to ensure   •	 Air sterilisation for washrooms
      that its vision becomes a reality.                                 •	 Baggage screening
                                                                         •	 Pest control
      The OCS approach                                                   •	 United States Customs and Border Protection baggage
      In 2008 OCS was awarded a contract for the provision of               delivery
      services to passengers with reduced mobility (PRMs) at             •	 Cleaning of offices/foodcourts/kerbs and forecourts
      Dublin, Cork and Shannon airports.                                 •	 PRM services
                                                                         •	 Airside passenger coaching.
      With international experience of providing PRM services we
      were able to introduce bespoke software, tailored to the needs     The client benefits
      of each airport, to monitor, control and deliver the service,      Our increased range of service solutions and dedicated on-site
      ensuring all passengers receive a professional, courteous and      management provide a number of benefits to the DAA including:
      safe passage through the airport both onto the aircraft and
      upon arrival.                                                      •	 A strong cultural fit has developed between OCS and the
                                                                            DAA as we have expanded our service range and gained
      We have worked with the airport authority to expand our               client trust in our track record for delivery
      offering and have been awarded a number of additional              •	 Integrated contract management across airports and service
      contracts including terminal cleaning, queue management, VIP          streams with one point of contact for the DAA
      porterage and hold baggage screening. In 2010, we identified       •	 With 200 staff we have an unrivalled local infrastructure in
      a number of further opportunities to increase our service             place and are able to flex to meet unexpected demand
      offerings to the DAA, to incorporate Cannon hygiene products       •	 Our investment in INFORM, an integrated resource
      and specialist services such as high level internal and external      management system designed to optimise all planning and
      cleaning.                                                             control processes of our handling of PRMs, has improved
                                                                            service levels.




                     EvEry yEar wE... rEcEivE 500,000 calls into our sEcurity call cEntrE
                                                                                            OCS Group Limited
                                                                                            2011 Annual Review

                                                                                            About OCS

                                                                                            The market

                                                                                            Our values

                                                                                            Our people              47

                                                                                            Innovation

                                                                                            Financial performance


Recognising achievement                      Hundreds of ABCD certificates have been
                                             issued to staff across our business in the
As a business we know we only achieve        past year. Many went to those caught up
so much because of our people: the           in the natural disasters in New Zealand
people working in cafes, hospitals,          and those who went above and beyond
airports, shopping centres, ports, offices   during extreme events in other parts of
and government bases across the world;       the world.                                     “The awards are
the people who meet our clients on a
daily basis and the people who provide       The variety of reasons people received an      our way of saying
administrative and back of house support.    award were as varied as the people we
                                             employ and the services we deliver, but        thank you to all
As a family business, caring for and         included helping police to detain criminals,
valuing our staff is part of our culture.    working extra hard to ensure deliveries and    those who have
We value all of our people and their         smooth operations continued in the face
achievements are recognised and              of extreme weather, helping passengers         excelled by exceeding
rewarded through long service awards         with reduced mobility and nervous flyers
– we have staff who have clocked up 50       at our many airport contracts and even         expectations and
years with the Group – and ABCD awards       apprehending an illegal immigrant and
for those who have truly gone ‘Above and     putting out a hotel fire.                      showing a real
Beyond the Call of Duty’.
                                             It is these people who help our business       commitment to both
The awards are our way of saying thank       uphold its reputation and show the
you to all those who have excelled by        outside world how we go the extra mile         OCS and our clients.”
exceeding expectations and showing a real    for our clients.
commitment to both OCS and our clients.




                             EvEry yEar wE... rEcyclE 15,000,000 hEadsEts
     OCS Group Limited
     2011 Annual Review




48
      Innovation


     Constantly innovating
     to find new solutions
     for all our clients




                          EvEry yEar wE... clEan 450,000 bus shEltErs
                                                                                           OCS Group Limited
                                                                                           2011 Annual Review

                                                                                           About OCS

                                                                                           The market

                                                                                           Our values

                                                                                           Our people

                                                                                           Innovation               49

                                                                                           Financial performance



Innovation
With a track record of innovation across all the sectors, OCS
is now taking the lead on sustainability and is at the forefront
of environmental innovation.                                                               “Envirocomp
                                                                                           has developed
Our unique solutions – such as               The problem of disposing of nappies
Envirocomp sanitary waste composting         at landfill sites is growing worldwide.       a process using
and ActivapTM germicide – give us a          In the UK alone, the Local Government
leading edge over our competitors            Association estimates almost three billion    patented composting
and help our clients achieve their           nappies (690,000 tonnes) are thrown
sustainability goals.                        away every year, costing local authorities    technology which
                                             £67 million in landfill costs.
World first in recycling                                                                   eliminates the need to
A world first in recycling technology is     The proven technology, which is already
set to propel OCS to the forefront of the    working in New Zealand with a thriving        dispose of absorbent
environmental agenda.                        market, will initially be brought to the UK
                                             and Australia and we will turn the waste      hygiene products,
The acquisition of Envirocomp in New         OCS currently disposes of at landfill sites
Zealand – which has perfected a technique    into compost.                                 including nappies,
for recycling disposable nappies and
hygiene waste into compost – will position   Plans are in place to set up a series of      at expensive landfill
our Cannon brand as the clear market         plants in the UK and Europe and to market
leader in sustainable environmental          the innovation initially to hospitals and     sites.”
practices.                                   care homes. Expansion into the domestic
                                             market is also being examined with a
Envirocomp has developed a process           focus on developing collection methods
using patented in-vessel composting          with a range of partners.
technology which eliminates the need to
dispose of absorbent hygiene products
including nappies at expensive landfill
sites.




                             EvEry yEar wE... valEt ovEr 200,000 aircraft
          OCS Group Limited
          2011 Annual Review




50




        Disposable nappies and feminine
        hygiene waste transformed into
        a rich source of compost
                                                                                                                        The super absorbent
                                                                                                                        materials are ideal for
                                                                                                                        composting because they
                                                                                                                        enhance the moisture-
                                                                                                                        holding potential of the
                                                                                                                        compost and land.

            The compost is
        filtered to remove                                                                                                            Nappies arrive at
            plastic through                                                                                                           the site and are
            a purpose-built                                                                                                           removed from bags
       process. Resulting                                                                                                             prior to being fed via
     compost significantly                                                                                                            conveyor into the
     reduces the need for                                                                                                             shredder. These then
        land irrigation and                                                                                                           go into the bunker.
                  fertilisers.



                                                                                                      Nappies are
                                       Compost is discharged
                                                                                                      mixed with
                                       and stored for a further
                                                                                                      pre-chipped
                                          four to six weeks to
                                                                                                      green waste
                                                       mature.
                                                                                                      and go into the
                                                                                                      feed hopper.



               Material is
           mixed as often                                                                                                             Augers in the base
            as 480 times                                                                                                              of the hopper then
          during a typical                                                                                                            feed the mixed
               16-20 day                                                                                                              waste into the
             composting                                                                                                               composting unit.
                  period.




                                                                                                                        The in-vessel composting
                                                                                                                        mimics the natural
                                                                                                                        composting process of
                                                                                                                        the forest floor.




            The technology
            The Envirocomp in-vessel composting system is a cost-effective    A device to separate out the plastic component of the nappy
            alternative to landfill that also produces top quality compost.   has been engineered into the composting plant. The compost
                                                                              is then matured for four to six weeks prior to being used.
            The nappies are mixed with green waste as a bulking
            agent. Waste remains in the in-vessel unit for 16-20 days         The development of Envirocomp will enhance OCS’s and
            and is monitored continuously to ensure that the required         Cannon’s positions as market leaders in innovation and
            temperatures are met to kill all pathogens.                       sustainability, massively reduce the carbon footprint of both
                                                                              the Group and our clients, and demonstrate our substantial
                                                                              commitment to good environmental practice.




                                                  EvEry yEar wE... audit 260,000 vEhiclEs
                                                                                              OCS Group Limited
                                                                                              2011 Annual Review

                                                                                              About OCS

                                                                                              The market

                                                                                              Our values

                                                                                              Our people

                                                                                              Innovation              51

                                                                                              Financial performance


Safety audits                                   •	 Senior management are required to
Continuous improvement can only be a               be actively engaged in the audit process
reality if organisations are prepared to
identify weaknesses, learn from them, and       •	 Audit pre-planning identifies any
act to make improvements.                          significant hazards on the site to be
                                                   considered for the audit
That is why one of our key innovations
in the past year has been the adoption of       •	 The audit process recognises
an audit model with the central theme of           achievement at the same time as
continuous improvement.                            providing constructive feedback
                                                   regarding opportunities for improvement
The quality safety audit (QSA) methodology,
devised by the Royal Society for the            •	 The audit produces a final score based
Prevention of Accidents (RoSPA), means             on the lowest individual section score
our performance is externally validated and        to ensure a realistic understanding of
subjected to rigorous scrutiny. It critically      business risk
evaluates not just our practices but also the
policies that lie behind them.                  •	 Key priorities are agreed with local
                                                   management for action
The QSA model applies the following
principles:                                     •	 A detailed written report is produced
                                                   by the audit team, and the key learning
•	 Fewer, but more in-depth audits                 points are communicated by the senior
   are undertaken at representative                management team to all sites within
   higher-risk sites                               their area of responsibility

•	 The question-set is very comprehensive       •	 Key learning outcomes are
   and assesses company policies,                  communicated across the company.
   procedures, practices and
   documentation against best practice
   and legal requirements




 EvEry yEar wE... clEan 1400 kilomEtrEs of trains (EquivalEnt of london to romE)
     OCS Group Limited
     2011 Annual Review




52




     CASE STUDY: UK

      i2
      Pioneering a customer-centric FM solution
      The client                                                             As well as standard services such as maintenance, vending and
      The current economic climate has affected all businesses in the        cleaning, OCS also provides a more diverse array including safety
      UK, but the commercial property sector has been particularly           management, printing (hardware, maintenance and consumables),
      hard hit and has seen reluctance from occupiers to commit to           security, access control, visitor management, archiving, stationery
      traditional, long term leases. i2 offers a potential solution to       supply, document management and hospitality services. The
      this issue by creating high grade, fully managed office space          OCS model has pushed the boundaries of what FM can offer. It
      while providing occupiers with very flexible, short or long term       provides a solution which integrates property management and
      agreements.                                                            facilities services without the need for a two-tier managing agent/
                                                                             service provider model.
      Due to the flexible approach to its occupiers, i2 required an
      innovative partner not only to deliver a comprehensive and             The client benefits
      flexible FM package, ensuring statutory compliance and asset           The key benefits to the client include:
      protection, but also to deliver value to i2 and its occupiers at the
      same time as supporting growth within the contract. The nature         •	 A single point of contact for a fully assured comprehensive FM
      of i2’s business model challenged OCS to deliver solutions – to           solution
      create a standard service level in different locations and settings,   •	 10 per cent contract savings achieved
      to meet short turnaround times for mobilisation and address            •	 Meeting client target FM footprint charge of under £3/sq ft/
      the potential for ambiguity between the responsibilities of the           annum (excluding customer service manager) and under £5/sq
      property manager, the landlord and OCS.                                   ft/annum (including customer service manager)
                                                                             •	 Delivery model avoids cost of separate managing agent
      The OCS approach                                                          (typically between five and seven per cent of the service
      OCS has worked in partnership with i2 to understand their                 charge)
      business model and then enhance it to support growth and               •	 Since opening in 2009, the Milton Keynes operation has
      client needs.                                                             received positive reviews from very happy occupiers, with
                                                                                100% prepared to recommend the offices to friends and
      By allocating key account status to the contract and by taking a          business associates
      long term view of the potential benefits, OCS has been able to         •	 National delivery - the model has already been rolled out
      create and deliver a customer-centric FM solution that creates            to new i2 offices throughout the UK (including London and
      a fully managed workspace tailored to the wants and needs of              Glasgow) and is currently being mobilised in Leeds. The rapid
      the occupiers. The solution is delivered via a commercial model           growth strategy will see offices in all major cities in the next
      that provides value and financial certainty throughout significant        three years
      portfolio growth.                                                      •	 By delivering a turnkey offer with complete building
                                                                                management services on flexible terms, the partnership with
      To facilitate client planning and growth, OCS developed i2’s data         i2 has been able to help building owners generate profitable
      collection to provide an integrated costing model that allows i2 to       revenue streams and deliver increased property valuations in a
      simply enter a building’s parameters to generate an FM budget.            short period of time.
      This means i2 has pre-determined budgets and predictable and
      scaleable costs.                                                        “Our choice of OCS as a partner has been fully vindicated.
                                                                              i2 want to exceed the expectations of their customers and
      The OCS solution                                                        partners and to do this we need to partner with a company
      OCS provides a welcoming and professional workspace that gives          able to offer a complete, resilient and competitive solution,
      occupiers ultimate flexibility coupled with a hotel-style concierge     an organisation able to recognise the potential and prepared
      front-of-house reception service. At every i2 office, OCS provides      to commit resource early on to realise long term goals. i2
      a customer service manager whose role is to meet and greet              needs to deliver all of this through a single point of contact.
      occupiers and to act as a single point of contact to ensure their       We look forward to a long and successful partnership with
      needs are met in full.                                                  OCS as we grow the i2 business throughout the UK.”
                                                                              Philip Grace, CEO i2




              EvEry yEar wE... hElp 1,000,000 passEngErs with rEducEd mobility catch thEir flights
                                                                                             OCS Group Limited
                                                                                             2011 Annual Review

                                                                                             About OCS

                                                                                             The market

                                                                                             Our values

                                                                                             Our people

                                                                                             Innovation              53

                                                                                             Financial performance


IT evolution                                    The system is also being rolled out across
The past year has seen investment in            the OCS estate. This development will
Computer Assisted Facilities Management         enable us to demonstrate the latest
(CAFM) software which will achieve              innovations and benefits to clients who
improved client service, reduced                need property and estates management
overheads, more efficient operations and        solutions. Concept is one of few software
increased sales.                                tools capable of integrating FM and
                                                estates management in a single solution.
Our Concept Evolution system is a broad
application incorporating key elements          The deployment of our CAFM solution
of our business such as helpdesk,               marks a significant milestone in OCS’s
management information system (MIS),            ongoing commitment to investment
asset management tools and resource             in systems and technology. We have
allocation software. It also provides a         consolidated finance and support function
sophisticated digital dashboard reporting                          ,
                                                processes via SAP we have deployed
area enabling clients to review service         operational processes and procedures
performance online and in real time.            via our MIS and we now have a seamless
                                                extension to this which allows us to
The benefits of the system are:                 manage, monitor and report on the
                                                dynamic tasks throughout the business.
Financial - increased revenue through           This latest development strengthens
increased sales of multi-service business       our position in the market and positions
and increased margin through improved           OCS further upstream with increased
efficiency and lower overhead to                capabilities as a primary contractor and
turnover ratio.                                 enhances our position as a TFM and
                                                business process outsourcing provider.
Organisational - Our SAP implementation
and back of house consolidation effectively
integrates our support functions and CAFM
gives us the ability to integrate our client-
facing service management solutions.

Operational - Concept provides
improved information and resource
management throughout the service
fulfilment process, allowing our managers
to be better informed and to spend less
time reacting and more time engaged in
proactive management.

Functional - The system is able to
interface and integrate with existing OCS
and client IT systems.

Concept Evolution is now deployed
across major FM contracts and all
national UK accounts and is being
brought into operation in Australia and
South East Asia.




               EvEry yEar wE... sErvE ovEr 4,000,000 patiEnt mEals in hospitals
     OCS Group Limited
     2011 Annual Review




54




     CASE STUDY: UK

      Tata Steel
      Partnership approach to a total service solution
      The client
      In October 2009 Tata Steel approached OCS to mobilise
      services for an additional £9 million per annum contract,
      involving over 30 service streams at nine locations in just
      ten working days.

      They needed a trusted and reliable service partner who
      could add real value.

      The OCS approach
      We adopted a partnership approach with Tata with a view
      to OCS demonstrating a real understanding of Tata’s
      business in order to deliver best possible service.

      In order to facilitate this OCS:

      •	 Instigated stringent commercial controls to allow
         transparency to the contract
      •	 Introduced blueprinting exercises at all locations to ratify
         the requirements within a matter of hours
      •	 Commenced the novation of outsourced services to
         OCS.

      The OCS solution
      We supply and manage 30 service lines, from traditional
      soft services such as security, catering and cleaning to less
      conventional outsourced services such as the supply and
      management of consultants, wage clerks, insurance clerks
      and physiotherapists.

      The introduction of standard OCS processes and
      procedures has brought in best practice to all areas
      of contract fulfilment and enabled the provision of
      transparent management information.

      By adopting a cost plus commercial solution we agreed
      on appropriate levels of margin and the client gained
      complete transparency of all costs.

      The client benefits
      The benefits of the OCS approach include:

      •	 Single point of contact and management of all of the
         client’s non-core functions
      •	 Commercial arrangement means the client benefits from
         efficiency savings
      •	 The commercial model has been incorporated into OCS
         contracts at a range of Tata sites, reducing costs.




             EvEry yEar wE... managE ovEr 5,000,000 vEhiclEs on and off cross channEl fErriEs
                                                                                            OCS Group Limited
                                                                                            2011 Annual Review

                                                                                            About OCS

                                                                                            The market

                                                                                            Our values

                                                                                            Our people

                                                                                            Innovation              55

                                                                                            Financial performance




                                                                                            “We believe in
                                                                                            partnering with our
                                                                                            clients for the long
                                                                                            term, so when they
                                                                                            face problems we
                                                                                            innovate to find
                                                                                            solutions.”
Exception reporting                            The increase, combined with the
Our focus on continual improvement             general economic conditions, left many
has helped Auckland International              companies looking to reduce service
Airport, in New Zealand, establish itself as   levels. Cutting services was not an option
a ‘Top Ten’ world airport.                     for Centro because of its exposure to
                                               public liability risk.
Since our introduction of exception
reporting, the airport has been rated as       We worked with Centro to integrate the
one of the top ten airports in the world       security and cleaning contracts, enabling
and number one in the Australia/Pacific        us to meet their budgetary constraints
region. It was also the overall winner of      and continue to provide services to the
the staff service excellence award in the      required level.
Skytrax World Airport Awards.
                                               Centro have now adopted this integrated
Joined-up delivery                             service delivery model for all ongoing
We believe in partnering with our clients      contracts.
for the long term, so when they face
problems, we innovate to find solutions.

An example of this is our contract
with retail property company Centro
Properties in Australia who faced intense
cost pressure in 2010 when wage rates
for cleaning operatives increased by
30 per cent.




                          EvEry yEar wE... wE sErvE 7,000,000 cups of coffEE
     OCS Group Limited
     2011 Annual Review




56




     CASE STUDY: NEW ZEALAND

      Vector Arena
      Premier service provision for No 1 venue
      The client                                                        The OCS solution
      New Zealand’s Vector Arena is the premier entertainment hub       As part of our core cleaning services, OCS provides interior
      in Auckland and is one of the busiest venues of its size in the   and exterior cleaning including building washes and high
      world.                                                            cleaning.

      OCS has been providing cleaning and waste management to           The services manager works with venue management to
      Vector Arena since July 2009.                                     plan for event schedules, attendance numbers and any event
                                                                        specific operational requirements.
      The key challenge is having the number of reliable staff needed
      at night – to ensure the arena is pristine again by 8am the       The client benefits
      following day.                                                    The client benefits of the OCS approach include:

      The OCS approach                                                  •	 Our ability to provide the volume of trained staff required at
      All cleaners are employed directly by OCS. We use a regular          the times needed
      crew of trained staff who are generally university students and   •	 Co-ordinated planning for events
      staff who work on other contracts in the vicinity of the arena.   •	 In addition, by providing clean-up teams for the residential
                                                                           areas surrounding the venue, we have helped keep the local
                                                                           environment litter free and the client free from neighbours’
                                                                           complaints.




                                     EvEry yEar wE... wE clEan ovEr 300,000,000 dEsks
                                                                                            OCS Group Limited
                                                                                            2011 Annual Review

                                                                                            About OCS

                                                                                            The market

                                                                                            Our values

                                                                                            Our people

                                                                                            Innovation                57

                                                                                            Financial performance


One step ahead                                comment upon it during the consultation
With a major legislative change in health     phase and act to ensure our own processes
and safety regulation due in Australia in     and procedures are aligned to the new laws.
2012, we are using our expertise and
knowledge to prepare clients and keep         By acting proactively, OCS has established
them up-to-date.                              itself as one of the most informed service
                                              providers in our industry and we have         “By acting proactively,
Current health and safety legislation in      been able to share our knowledge with
Australia is state based but a new National   clients to help them prepare for the          OCS has established
Safety Act will resolve inconsistencies       changes they will have to make to comply
and ambiguities and provide for uniform       with the new legislation.                     itself as one of the
standards across the country.
                                              Our approach means clients can rely on        most informed service
At OCS we have responded to this change       our expertise to guide them and has saved
by setting up a proactive consultative        them the time and expense of conducting       providers in our
council to review the draft legislation,      their own reviews.
                                                                                            industry and we have
                                                                                            been able to share
                                                                                            our knowledge with
                                                                                            clients.”




                         EvEry yEar wE... wE clEan ovEr 20,000,000 windows
      OCS Group Limited
      2011 Annual Review




       Financial
58
       performance

     Financial report
                                                                                                  Cash generation in the UK and overseas
                                                                                                  businesses has, once again, been
         Group Finance Director                                                                   particularly strong this year, attributable
         Rod Holdsworth discusses the                                                             to management focus and firm controls
         Group’s financial performance.                                                           over working capital and capital
                                                                                                  expenditure. The Group is now in a
                                                                                                  net cash position at the year end and
                                                                                                  committed long term banking facilities
     The Group’s financial results continue to demonstrate strong                                 provide ample headroom to fund future
     cash generation, solid profitability and a healthy balance sheet.                            expansion plans, some of which will be
                                                                                                  through acquisition. Relationships with the
                                                                                                  Group’s banks are extremely positive and
     The Group has delivered solid profits and      site-based support services) and Cannon       in addition to HSBC, the Group’s principal
     robust cash generation across its global       (for washroom and associated logistic         bank, Barclays and Santander have also
     operations.                                    services). Both operate in separate yet       joined the Group facilities, significantly
                                                    complementary markets that provide            increasing the available resources.
     Overseas operations continue to grow           excellent growth potential for the future.
     and contribute a larger share of profit                                                      Our financial stability is further enhanced
     year-on-year, with the UK remaining the        Overall, our solutions focus, sector          by our private ownership which gives us
     largest generator of Group EBITDA. The         expertise, breadth of services and            the stability to plan for the long term.
     growth of the Group outside the UK is a        geographic spread will continue to
     trend that will accelerate as investment is    position us well to respond to market         We remain focused on three key metrics
     focused on the expanding opportunities         conditions and take advantage of              that drive shareholder value. These are
     within the developing markets. Our             opportunities as they arise.                  long term growth in absolute profit, profit
     wide-ranging sector expertise enables                                                        margins and cash generation. Throughout
     us to export best-in-class systems and         Our SAP systems in the UK and New             the business, these are the key financial
     methodologies and so establish ourselves       Zealand are fully embedded in our core        measures that are used to monitor and
     as market leaders in many parts of the         businesses and delivering significant         reward the senior management teams
     world.                                         benefits in terms of quality of information   around the world.
                                                    and more efficient back office processes.
     In the UK, the strengthening of the senior     We are extending the SAP systems during       Profit and loss account
     management team has enabled us to              the coming year to include Thailand, and      Group turnover increased slightly in
     make significant progress in the mature        this will provide a strong platform from      the year to £689.4m (2010: £688.8m),
     and challenging domestic market. We            which to support the regional expansion.      with growth in our overseas operations
     successfully completed two acquisitions,       Our adoption of market-leading systems,       outweighing turnover contraction in the UK.
     Legion Security and TM Facilities              software and processes enables us
     Services, to boost our presence and client     to deliver client cost savings while          Profit before exceptional items and tax
     base in the security and hard services         maintaining margins, as well as providing     increased by 2.1% to £11.1m (2010:
     markets. We also sold our non-core UK          detailed management information.              £10.9m). Exceptional items in the year
     consumables business to Bunzl, at the                                                        relate to profit on sale of operations
     same time securing a long term supply                                                        of £2.0m (2010: loss of £0.3m) and a
     agreement with them. Cash performance                                                        provision for loss on sale of properties of
     has also been particularly strong from the     “Group profit before                          £2.0m (2010: profit on sale of £0.1m).
     UK team this year.                                                                           After these exceptional items, the total
                                                    exceptional items and tax                     profit before tax increased by 3.9% to
     Performance has been excellent in the                                                        £11.1m (2010: £10.7m).
     Asian and Pacific regions, which have          increased by 2.1% to £11.1m
     delivered significant growth in both                                                         Group operating profit before amortisation
     turnover and profits. These higher growth      with operating cash flow of                   of goodwill (EBITA) was £15.0m (2010:
     territories, including the Middle East, will                                                 £17.0m). Group operating profit before
     continue to be a focus for expansion.          £27.2m representing 229%                      depreciation and amortisation of goodwill
                                                                                                  (EBITDA) is a measure of profitability
     The Group benefits from having two             cash conversion.”                             commonly referred to by stakeholders and
     very strong industry brands, OCS (for                                                        EBITDA for the year was £35.4m (2010:
                                                                                                         OCS Group Limited
                                                                                                         2011 Annual Review

                                                                                                         About OCS

                                                                                                         The market

                                                                                                         Our values

                                                                                                         Our people

                                                                                                         Innovation

                                                                                                         Financial performance               59


SUMMARY CONSOLIDATED PROFIT AND LOSS ACCOUNT
Year ended 31 March
                                                                                                            2011                     2010
                                                                                                           £’000                    £’000


Gross turnover                                                                                          698,285                  696,376
Less: share of joint ventures’ turnover                                                                   (8,875)                  (7,597)
Group turnover                                                                                          689,410                  688,779
Cost of sales                                                                                          (558,734)                 (555,825)
Gross profit                                                                                            130,676                  132,954
Administrative expenses                                                                                (118,805)                 (118,437)
Group operating profit                                                                                   11,871                   14,517
Joint ventures                                                                                             1,090                     816
Exceptional items                                                                                            (15)                    (199)
Interest                                                                                                  (1,873)                  (4,473)
Profit before taxation                                                                                   11,073                   10,661
Tax and minority interests                                                                                (5,649)                  (4,401)
Profit for the financial year                                                                              5,424                    6,260
Earnings per share (basic)                                                                                 105p                     118p
Earnings per share excluding exceptional items (basic)                                                     115p                     122p


Group operating profit                                                                                   11,871                   14,517
Add back amortisation of goodwill                                                                          3,089                    2,457
EBITA                                                                                                    14,960                   16,974
Add back depreciation                                                                                    20,460                   22,941
EBITDA                                                                                                   35,420                   39,915



£39.9m). EBITA and EBITDA in the prior        after allocating adjustments to prior years’   Property is carried at depreciated cost
year benefited from a one-off pension         tax provisions to the appropriate year, the    and has increased by £2.2m during
curtailment gain of £3.8m following the       Group’s underlying effective tax rate was      the year to £33.1m. This is principally
closure of our main defined benefit scheme    40.5% compared with 39.4% last year.           due to the acquisition of a freehold
to future benefit accrual last year.          This rate is higher than the 28% standard      property in Crawley which will allow
                                              rate of UK corporation tax, mainly due         the consolidation of staff into a new
The Group’s net interest cost fell to £1.9m   to normal non-deductible expenses              Group and UK headquarters building and
(2010: £4.5m) due to the actuarially          (including goodwill amortisation) and          provides significant savings in annual
determined pension finance amount             unutilised tax losses.                         accommodation costs. A £2m exceptional
turning from a £2.5m cost last year into                                                     charge has been taken against the
£0.1m of income this year. Whilst these       After exceptional items, the profit after      carrying values of existing properties
actuarial calculations are always subject     taxation and minority interests for the        which will be sold. Following completion
to economic data outside the control of       financial year of £5.4m (2010: £6.3m)          of all stages of this property consolidation
the Group, the measures taken last year       represents earnings per share of 105p,         the overall impact is expected to be cash
to close the main defined benefit scheme      (2010: 118p). Earnings per share               positive and earnings enhancing.
to future benefit accrual should reduce the   excluding exceptional items was 115p
volatility of this item in the future.        (2010: 122p). Earnings per share in the        Other fixed assets, comprising software,
                                              prior year includes a net 19p relating         plant, equipment and vehicles have
The Group’s tax charge for the year was       to the pension curtailment gain less the       decreased by £6.6m to £51.8m during
£5.4m (2010: £4.2m). The reduction in         pension finance cost.                          the year, as depreciation continues to
the UK corporation tax rate from 28%                                                         exceed the reduced levels of capital
to 26% from 1 April 2011 reduces the          Balance sheet                                  expenditure this year.
value of the Group’s deferred tax asset       The Group has several freehold properties
by £0.4m. Before exceptional items and        and numerous leasehold properties              The goodwill balance increased by
the impact of this UK tax rate change, and    within its portfolio of operational sites.     £7.2m to £40.2m due to goodwill
      OCS Group Limited
      2011 Annual Review




60


     arising on acquisitions of £8.9m and           SUMMARY CONSOLIDATED BALANCE SHEET
     currency adjustments, offset by normal
     amortisation of £3.1m (2010: £2.5m).
     Annual impairment reviews indicate             Net assets of £109.5m (2010:
     that no further reduction is required to       £96.7m) are analysed as follows:
     the carrying values of goodwill held in
     the balance sheet relating to previously               2011 £m
                                                            2010 £m
     acquired businesses.

     Trade debtors have increased by
     £6.8m to £97.3m in the year, reflecting                                                                         Trade           Retirement         Net funds/
     increased activity levels towards the                                                                         creditors            benefit            debt
     year end, the increase in the rate of UK                                                                     & other net         liabilities




                                                                                                                                                         6.8
                                                     33.1

                                                            30.9


                                                                      51.8

                                                                             58.3


                                                                                    40.2

                                                                                           33.0


                                                                                                  97.3

                                                                                                          90.5
     VAT and continuing strong credit control                                                                      liabilities
     management.                                     Property      Software,        Goodwill       Trade




                                                                                                                    -98.4

                                                                                                                             -81.1




                                                                                                                                               -30.2




                                                                                                                                                               -4.7
                                                                     plant,                       debtors
     Trade creditors and other net liabilities,                    equipment




                                                                                                                                      -21.3
     comprising accruals, provisions, other                        & vehicles
     creditors, other debtors, stocks and
     investments have increased by £17.3m to
     £98.4m.



     “The Group generated
     operating cash flow of
                                                    SUMMARY CONSOLIDATED CASH FLOW STATEMENT
     £27.2m in the year and has                     Year ended 31 March
                                                                                                           2011                                2010
     net funds at the year end,                                                                           £’000                               £’000

     eliminating the prior year                     Group operating profit                               11,871             100%          14,517          100%
                                                    Depreciation and amortisation                        23,549                           25,398
     gearing.”
                                                    EBITDA                                               35,420                           39,915
                                                    Working capital and other items                       5,359                               3,652
     Retirement benefit liabilities of £21.3m       Net capital expenditure*                             (13,598)                       (14,308)
     have decreased by £8.9m in the year,           Operating cash flow                                  27,181       229.0%              29,259        201.5%
     with investments increasing by £5.3m,
                                                    Interest                                              (2,152)                             (1,691)
     liabilities falling by £7.9m and a reduction
                                                    Taxation                                              (4,713)                             (3,325)
     in the related deferred tax asset of £4.3m.
                                                    Acquisitions and disposals                            (2,460)                              (187)
     Net funds of £6.8m, comprising net cash        Pension lump sums                                     (3,171)                             (3,035)
     balances of £51.9m (2010: £28.5m)              Dividends paid                                        (2,911)                             (2,963)
     and loans and finance leases of £45.1m         Financing and foreign exchange*                         (299)                             (2,313)
     (2010: £33.2m) have increased by
                                                    Increase in funds                                    11,475             96.7%         15,745        108.5%
     £11.5m in the year. This has eliminated
     the 2010 net debt of £4.7m, reflecting
     strong cash management in the year.            *Net capital expenditure includes new finance leases and hire purchase contracts of
                                                    £2,530,000 (2010: £2,192,000) and excludes exceptional sales of properties of £nil
                                                    (2010: £87,000).
     Cash flows
     The Group generated operating cash
     flow of £27.2m (2010: £29.3m) in the
     year, representing a 229.0% (2010:
     201.5%) conversion of Group operating
     profit to operating cash flow. The main
                                                                                                             OCS Group Limited
                                                                                                             2011 Annual Review

                                                                                                             About OCS

                                                                                                             The market

                                                                                                             Our values

                                                                                                             Our people

                                                                                                             Innovation

                                                                                                             Financial performance             61


factors behind this cash flow are shown           by HSBC, obtaining new four year UK            excess funds do not remain overseas.
in the summary consolidated cash flow             facilities at competitive rates with HSBC      In each country the Group’s businesses
statement. The Group has tight controls           and two additional banks, Barclays and         do not have significant operating activity
over both working capital and capital             Santander, with whom we have maintained        denominated in foreign currencies.
expenditure and they remain areas of              long term relationships. Security over
focus for operational management.                 the Group’s assets previously provided         The Group’s credit risk is primarily
                                                  to HSBC has been released under the            attributable to its trade debtors which
As a result of the Group’s strong cash            new arrangements. We treat our banks           are stated net of provisions for doubtful
generation in the year, opening net debt          as key stakeholders in the business and        debts. Debtor days (trade debtors as
of £4.7m has been converted into net              have invested in building strong and long      a percentage of turnover) are 51 days
funds of £6.8m at the year end, thereby           term relationships that endure economic        (2010: 48 days), reflecting increased
eliminating the prior year gearing of 4.8%.       cycles. These new facilities provide           turnover levels towards the end of the
                                                  significant resources to accelerate business   year, the increase in the rate of UK VAT
Investment                                        growth through a combination of organic        and continued focus on cash collection.
The Group has continued to invest in              measures and acquisitions.                     The credit risk on liquid funds is minimal
capital infrastructure, with fixed asset                                                         as the Group uses established banks with
additions of £13.9m in the UK and £4.9m           The bank facilities operate within             good credit ratings. The Group has no
overseas totalling £18.8m (2010: £15.2m)          covenants that cap net debt at 3 times         significant concentration of credit risk,
in the year. This level of capital expenditure    EBITDA and restrict the ratio of interest to   with exposure spread over a large number
represents 2.7% (2010: 2.3%) of turnover.         EBITDA to 1:3.5. The Group has operated        of clients, sectors and countries. The
The Group’s asset finance facilities allow        within these covenants throughout the          Group’s exposure to commodity price
it to support its clients’ capital projects       year, with significant headroom.               risk is limited, being restricted primarily
where appropriate, providing innovative                                                          to fluctuations in fuel and energy prices.
financing solutions.                              The Group also has asset finance facilities    However, appropriate action is taken to
                                                  available in the UK and overseas, allowing     manage these costs where it is considered
                                                  capital expenditure to be competitively        cost-effective to do so.
“In January 2011 the Group                        financed with fixed rate borrowings.
                                                                                                 Rod Holdsworth,
arranged new four year UK                         The Group is exposed to interest rate          Group Finance Director.
                                                  movements on its bank debt and cash
banking facilities, providing                     balances and seeks to reduce volatility
                                                  by fixing a proportion of this interest
significant resources to                          rate exposure whilst taking account
                                                  of prevailing market conditions as
accelerate business growth.”                      appropriate. This is managed through a
                                                  portfolio of fixed rate, capped rate and
                                                  floating rate borrowings.
Treasury
Group treasury has the responsibility to          The Group trades in many countries and
maintain the financial flexibility necessary to   is exposed to foreign exchange risk mainly
execute business strategies. This is achieved     related to dividend income from overseas
by ensuring that appropriate funds are            subsidiaries and the translation of the
available for the short and long term needs       reported results and net carrying value of
of the business, in a low cost and timely         overseas investments into sterling. There
manner and that any surplus liquid funds are      has been a foreign exchange gain of £2.8m
invested effectively to maximise short term       (2010: loss of £0.4m) on the conversion
returns. The key financial instruments used       of overseas results and net assets in
by the Group are bank overdrafts, long term       the Group accounts; these amounts are
bank debt, fixed asset finance and certain        shown in the statement of total recognised
simple derivative instruments, namely             gains and losses and do not affect the
interest rate caps.                               reported result shown in the profit and
                                                  loss account. Where it is considered
The Group’s policy on liquidity is to ensure      to be appropriate, foreign currency
that it has committed borrowing facilities        investments are hedged or matched by
available to provide continuity of funding.       foreign currency borrowings to reduce
In January 2011 the Group renewed its UK          exposures. In addition, a policy of regular
banking arrangements, previously provided         cash repatriation is in place to ensure that
      OCS Group Limited
62    2011 Annual Review




     OCS at a glance
     What we do
     With 56,000 staff across the world, we provide management expertise, local
     knowledge and delivery capability across the full range of soft and hard facilities
     management services, from total asset management through integrated contracts to
     single service lines.

     Where we operate
     OCS operates throughout the world and we are expanding our presence in key growth
     areas such as India and China. We currently service clients across the UK and Europe,
     and in areas including Australia, New Zealand, Canada, South America, China, India,
     Bangladesh, Cambodia, Thailand, Malaysia, Vietnam, the Caribbean and the Middle East.

     How we add value
     By co-ordinating our activities around the world via dedicated senior management
     structures, we use our international expertise to share best practice and deliver
     innovative sustainable solutions which drive value and efficiency for our clients.

     Our clients
     From national and local government departments to major global corporations, from
     healthcare providers to airlines and airport operators, we provide the vital support
     services that allow them to concentrate on their core activities.

     Our commitment
     We care about our clients and their customers, about our staff and about the
     communities in which we operate. We are committed to sustainability, health and
     safety and to making OCS an employer of choice.
                                              OCS Group Limited
                                              2011 Annual Review      63

                                              About OCS

                                              The market

                                              Our values

                                              Our people

                                              Innovation

                                              Financial performance



OCS contacts around the world
Australia, New Zealand and North Asia
Brett Bannister
brett.bannister@ocsservices.com




United Kingdom and Channel Islands
Martin Gammon
martin.gammon@ocs.co.uk




South and South East Asia and Middle East
Heather Suksem
heather@pcs.co.th




The Group’s remaining operations around the
world, including Cannon Washroom Services
Cecil Ryan
cecil.ryan@ocsireland.com
OCS Group Limited
79 Limpsfield Road, Sanderstead, Surrey CR2 9LB United Kingdom
t: +44 (0) 20 8651 3211 f: +44 (0) 20 8651 4832 email: enquiries@ocs.co.uk
www.ocsinternational.com                                                     MEMBER OF

Registered in England No. 01298292

				
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