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More than thirty years of earning my living from trying to help people forge better relationships with their customers has convinced me that if we’re to get better at dealing with customers in our professional lives, we need to improve how we communicate with and relate to people in all areas of our lives.
The approach simply has to be holistic as well as sincere. Anything less will not work. If we’re indeed to dazzle our customers, we must continually refine our people interaction skills both in our personal lives and in our professional careers.
That great eighteenth-century literary gentleman and practical philosopher, the legendary Dr Samuel Johnson, pithily observed:
If a man does not make new acquaintance as he advances through life, he will soon find himself left alone. A man… should keep his friendship in constant repair.
The use of ‘friendship’ in the singular is important. Johnson regards the man’s own, outwardly-projected friendship as being what needs to be kept in constant repair rather than the friendships he enjoys. Johnson’s pithy aphorism is truly customer-centric.
What applies to the friendship we extend to our friends also applies to our customer relationships, whether they’re commercial customers of a profit-making organisation or of a public body such as a government organisation or local authority.
In order to think about all our customers in the way we should be thinking about them, we need a broader definition of ‘customer’ than the usual one found in the dictionary and employed in everyday speech.
A suggestion for an alternative definition would be:
A customer is any person, anywhere and in any capacity, whom you want to influence to want what you are offering him or her.
This definition encompasses the people you care about in your personal life as well as your commercial customers. You offer the people in your personal life your friendship and affection, and you want them to want it and to offer you the same. As for the customers in your professional life, whatever you’re supplying to them, you want them to want the very best iteration of what you can supply to them… until you can supply something even better.
This last point is particularly important: it’s vital to know what benefit your customers are really getting from you, which is another way of saying that you need to know what business you are really in. If you do know that, it will be easier for you to make continual iterative improvements in your products and services, because you’ll be making the improvements in the right direction.
Andre Heiniger, the former chairman of Rolex, was famously quoted in Mark McCormack’s What They Don’t Teach You at Harvard Business School as saying that Rolex was not in the watch business, but in the luxury business. Yet you don’t need to be heading a major global brand like Rolex to be obliged to do some hard thinking and research about what benefits your customers are really getting from you. Many businesses don’t entirely understand this.
For instance, we might consider typewriter companies in the years before the 1980s, when word-processors began to make a dent in the typewriter market before taking it over almost completely.
During the late nineteenth century, and for much of the twentieth century until the 1980s, typewriter manufacture was big business. Yet the only typewriter manufacturer that survived to be big in selling word-processors was IBM, the manufacturer of the famous ‘golfball’ typewriter (which used a golfball-shaped printing head that moved too fast for the eye to see). IBM was a special case, as it only made typewriters as a sideline; its original business had been manufacturing punched-card electromechanical ‘tabulator’ business machines that were the world’s first automatic data processing devices and, incidentally, the direct ancestor of the first electromechanical digital computer, funded by IBM and completed in 1944.
Most organisations that specialised in selling typewriters failed to make the transition to word-processors because these organisations had not fully grasped what they were selling. They thought they were selling typewriters, but in fact, what they were selling were machines that allowed customers to create, produce and print out documents.
If the typewriter manufacturers had understood this, they would have jumped at the chance to sell word-processors.
Again, I’d emphasise that the new, broader definition I offer above of the customer is about you wanting to influence someone to want what you’re offering them. Merely influencing someone to like what you are offering them isn’t enough.
No-one is going to buy something from you merely because they like it; they have to feel they need it. They’re only going to part with their money if they really do feel they need it.
Extensive experience in the market research industry indicates that asking respondents whether they like a sample of a new product fails – or at least almost always fails – to predict whether a new product will succeed in the marketplace. The reason appears to be that just because we like something, it doesn’t mean that we feel we simply must have it as a vital part of our lives. Likewise, when we fall in love, we feel so strongly about the person that we regard our lives as being in some deep, vitally important and glorious way incomplete without them.
Falling in love, and loving some particular product or service, may seem very different types of expressions of emotion, and while of course at one level they are, there are genuine and meaningful similarities. The difference between the affection we have for, say, our favourite food and drink brands, and for the holiday destinations we love, or for the restaurants and cafe’s where we most like to be, or for all the physical objects we care about and surround ourselves with… the difference between the affection we have for all those things and the affection we have for someone we love, is perhaps more a question of degree rather than the fundamental nature of what our affection’s actually like.
An organisation that is truly customer-centric is doing everything it can to focus on, and minister, to the agenda of its customers. If an organisation wants to be customer-centric, it needs to induce people to want what it has to offer them by correspondingly seeking to win their love, or at the very least their genuine affection, for what it’s offering.
If customer-centricity was something you could just install by loading a program or following a set procedure, everyone would have it. But the very fact many customers are frequently dissatisfied, if not extremely dissatisfied, with the quality of the products they obtain – and with the levels of service they receive – proves that customer-centricity is very far indeed from being something that everyone has.
Ultimately, customer-centricity is delivered not by an organisation but by the people who work for it. And if those people are not passionate about wanting customers to love what the organisation is offering, the organisation is not going to be customer-centric.
The secret of customer-centricity is that everyone – not only the Board or other senior management – within any organisation must find within themselves the energy, discipline and imagination to see the world from their customers’ point of view, and if necessary to adjust their behaviour towards their customers, and the nature of what the customers are being offered, accordingly.
On the face of it, the secret of being customer-centric is straightforward. Putting it into practice, however, requires energy, discipline, imagination… and smart and incisive hard work.
Putting the secret into action requires the right attitude. You have to want to care about your customers’ agenda as if it was your own agenda, or your family’s.
This is not easy. We seem to be programmed by evolution to care mostly about our own agenda and that of our immediate family.
But many extremely worthwhile things – medical care to take just one example – are not necessarily planned by evolution. After all, to take this example, if there were no doctors, nurses or hospitals, and we left things purely to evolution, nature would simply just take its brutal course.
Caring about the agenda of people other than ourselves and our family (and at most also our closest friends) is also very possibly unnatural. In the days when we lived in caves, weren’t the tribe who lived on the other side of the mountain our deadly rivals for food?
But that was then, and this is now. In my book, I quote The Independent columnist Christina Patterson’s remark that I think summarises why customer-centricity is so important not only for the business world, but also for all of the human world.
A society can’t function, or at least it can’t function very well, without the realisation that people outside your family are as real as the people in it. There has, in recent years, been a growing emphasis on the ‘hard-working family’ as the seat of all that’s good: parents battling for their darlings’ rights and now, God help us, even clubbing together to start schools. There’s a name for a community that puts family first. It’s called the Mafia.
How right Christina is. As for organisations, whether they operate in the private or public sector, research that Charteris has carried out suggests that in many large organisations, only about 30 percent of activity is devoted to customers’ interests. The other 70 percent? Well, it consists of the organisation’s agenda – often simply internal stuff – rather than activities that add value to the customer’s agenda.
The problem is that, as organisations grow, they tend to focus excessively on their own agenda.
Many of us have at some point in our careers helped to run a small business, or a semi-autonomous department of a larger business, which can amount to much the same thing. Don’t you remember the buzz you had when you went to work then (or now, if you still do)? Don’t you recall the excitement on Sunday evenings of looking forward to getting to work on Monday morning and making a difference to your customers’ lives?
How often do people running small businesses or a semi-autonomous department of a larger business, ignore the customer’s agenda? Not, I think, often, because quite apart from the inevitable pressing financial incentive to meet customers’ needs, the physical and emotional proximity of the customer makes it much easier to generate customer-centricity than when one is working within a large organisation.
But unfortunately, as an organisation grows in size, its customers become increasingly remote physically and emotionally from the people who work at the organisation. This has been a problem since the earliest days of industrialisation.
Also, when an organisation is becoming larger and more complex, it accumulates more and more of its own internal ‘stuff’ that it wants to focus on.
In our professional lives, if we take the trouble to reverse the usual percentage and to devote 70 percent of our energies to meeting our customers’ agenda and only 30 percent to our own internal stuff, we will be customer-centric.
That insight is extremely useful in a practical sense, because if we are truly customer-centric, we will succeed in our professional lives, and very likely succeed to a tremendous extent. This being so, don’t we all want, ideally, to be customer-centric?
And shouldn’t we also apply the same thinking to our personal lives… at least if we aren’t already?
Well, that depends on just how great you want other people to think you are!
(Stephen Hewett – brief biography)
Stephen Hewett began his career as a pilot and then worked as an aviation company executive before joining The John Lewis Partnership, where he rose to become Development Manager, Research and Expansion. After 15 years at John Lewis, Stephen joined the business and information technology consultancy Charteris plc, where he is now Head of Business Consulting at Charteris plc.
In his spare time he enjoys walking in the countryside near his home in Buckinghamshire where he lives with his wife Carolyn and their energetic black Labrador Oscar. Stephen is almost as enthusiastic about science fiction as he is about business and the customer. He is also a keen amateur photographer.
‘The Customer-Centric You’ is Stephen’s first book.
‘The Customer-Centric You’ is available from Management Books 2000 Limited, Forge House, Limes Road, Kemble, Cirencester, GL7 9AD. Tel: 01285 771441 Fax: 01285 771055 www.mb2000.com ‘The Customer-Centric You’ is also available from amazon.co.uk and from all good bookshops.
Charteris Tel: 020 7600 9199 www.charteris.com
A new ballot box designed to meet the demands of modern elections was officially launched at the Association of Electoral Administrators’ (AEA) Annual Conference 2011.
UK-based Versapak has developed a user-friendly foldable ballot box, which aims to overcome common problems with handling and storage, while a unique top panel makes the insertion of voting slips easier than ever. The improved functionality has been achieved alongside the strictest possible security credentials, underpinned by a patented tamper-proof seal.
The box, based on the results of detailed market research among users, has been designed to offer electoral professionals a new level of security, simplicity and ease of use.
In creating its ballot box, Versapak has drawn from almost 40 years of experience as a specialist manufacturer of tamper-evident pouches and bags for clients including the NHS and Royal Mail.
Versapak, whose products are developed in the UK and ethically manufactured in Europe, unveiled its innovative ballot box at the AEA Conference in February.
Julie Goddard, business manager of Versapak’s public sector division, said: -By listening closely to the administrators who manage elections, we have developed a new kind of ballot box that solves a lot of common complaints. Obviously we put an extremely high priority on security, but we’ve tried to make our ballot boxes simpler, both for the voter and the election official.
We’ve considered the ease with which these boxes can be moved around, the ability to store them efficiently, the simplicity of opening, the high standard of locking mechanisms and even the way a voter inserts their paper.
The new ballot box is the most advanced of its kind on the market yet a very competitive pricing structure has been drawn up to help local authorities take full advantage.
As the manufacturer, Versapak also offers flexibility on size, quantity and customisation, including appropriate branding, for example.
The organisation and administration of elections is a difficult and demanding task so we want to be as helpful as possible, said Julie. -Circumstances can change very quickly and if, for instance, a client needed an additional 400 boxes on top of their initial order, we can act on that immediately.
Versapak, established in 1973 and based in Kent, also offers electoral administrators a wide range of supplementary products including mailing pouches, trolleys and security sacks.
The company’s first product was a reusable mailing pouch called a Versapak, which proved so successful that it was widely accepted by postal systems and courier companies throughout the world.
Being reusable, durable and distinctly user-friendly, Versapak’s range of pouches and bags are significantly more cost-effective than others in the market. Those that also incorporate Versapak’s patented security seal system provide a secure, tamper-evident means of transporting documents and other important items.
Today, Versapak’s products are widely used and many are custom-made. They include specially-manufactured pouches for Royal Mail, protective hold-alls for the NHS and cash handling bags for leading retailers.
Versapak mailroom furniture is manufactured using hardwearing and robust materials. Specially designed for the mailroom, it is strong and practical. With a range including benches, cupboards, mailsort units and desks, most items can be tailored to suit your individual needs. Versapak also supplies a large range of mailroom equipment, such as trolleys and mail sacks.
For further information, visit: www.versapak.co.uk
Class O Armaflex materials have been selected to provide both thermal and acoustic insulation for air conditioning ductwork during a major restoration project undertaken at the Belfast City Hall. This magnificent listed building, which was opened in 1906 and survived severe wartime damage, is located in the heart of Belfast and is a source of great civic pride. Guided tours are popular with tourists and locals alike, to view reception and banqueting halls which are complemented by the stained glass windows and select foreign marbles used in their design and construction.
The building, which is depicted on all banknotes in Northern Ireland, has recently undergone extensive renovations which included a comprehensive overhaul of the air conditioning system. This project presented several challenges, including space as the existing ductwork had not been designed to accommodate the thickness of modern insulation which provides better thermal efficiency. A second problem involved suppression of the mechanical droning sound generated by the air-handling units which was at odds with the subdued, relaxing ambience required for the lavish interiors of the city hall.
The application of 1716m2 Class O Armaflex materials has successfully resolved both the thermal and acoustic problems at the same time. Internally lining the ductwork walls with 25mm thick Armaflex insulation has ensured that energy saving targets were achieved, while noise propagation generated by low frequencies through frame resonance has also been reduced to an acceptable level.
The dual combination of thermal efficiency and acoustic attenuation provided by the Armaflex materials effectively halved the insulation thickness requirements. This minimised the material costs, as well as reducing the installation to a single application process, further reducing both time and costs for the work undertaken.
The internal lining of ductwork is unusual in the UK, but is established common practice in many other countries including the USA. The Class O Armaflex insulation is 100% dust and fibre free, ensuring that it is safe to use within air ducting, without any risk of fibre migration into the air stream or the building interior. It is also the only insulation material to feature built-in Microban anti-microbial protection, which together with the closed-cell structure lining helps prevent both bacterial and mould growth on the insulation lining. This is an essential consideration when looking to minimise the onset of harmful ‘sick building syndrome’, particularly where ducting has been internally lined.
Consultant Mott McDonald, who initially identified Class O Armaflex as the appropriate material for use on the project, confirms that both client and the project contractors Sharpe Group were also suitably impressed with his choice. Mott believes that -Class O Armaflex performed well beyond our expectations. We have been looking for an integrated thermal and acoustic insulation for some time and this product is really ideal.”
Further information is available from:
Armacell UK Ltd, Mars Street, Oldham, Lancashire OL9 6LY
Telephone: 0161 287 7040 Fax: 0161 633 2685
e-mail: info.uk@armacell.com
www.armacell.com/uk
Modern commercial buildings are designed to be air-tight and can utilise a system of ducted warm air to maintain comfortable occupancy temperatures. However, un-insulated ductwork is subject to inevitable temperature losses which represent over 50% of the system energy requirements. To help eliminate these losses, Armaflex purpose engineered ductwork insulation can provide both thermal and acoustic properties. Information on these products is provided on a dedicated micro-site, forming part of the Armacell website (www.armacell.com/uk).
The distribution and continuous re-circulation of ducted filtered air is subject to the gradual accumulation of general pollutants which can lead to breathing difficulties and symptoms of ill health for the building occupants. Typical contaminants can include natural gasses such as carbon dioxide, in addition to harmful volatile organic chemicals (VOCs), industrial fibres, acidic particles and general dust, mould spores and bacteria – which can all contribute towards the impact of ‘sick building syndrome’ identified by illnesses and lost working days.
Armaflex duct system products, however, are purpose designed to provide an easy-to-clean and efficient insulation with zero ratings for ozone depletion and global warming potential. They are suited for applications in schools, hospitals, office complexes and large public buildings, providing combined thermal and acoustic properties to help maintain safe and comfortable environments within workplaces or public areas.
Armaflex products are both clean and efficient, free of dust and fibres, formaldehyde and other dangerous gasses. They also feature a closed-cell structure with an in-built water vapour barrier. This eliminates the possibility of fibre migration and moisture ‘wicking’ with the effect that Armaflex remains dry and mould is denied the moisture it needs to grow. The incorporation of Microban anti-microbial protection enhances the inherent resistance against mould growth to ensure that the quality of the ducted air is not compromised. Highly stable thermal values are maintained, as well as excellent acoustic properties to minimise noise transmission through the ductwork. Combining these attributes reduces overall weight, and minimises both material requirements and costs for system installations.
Further information is available from:
Armacell UK Ltd, Mars Street, Oldham, Lancashire OL9 6LY
Telephone: 0161 287 7040 Fax: 0161 633 2685
e-mail: info.uk@armacell.com
www.armacell.com/uk
The new ArmaPlus website from Armacell, specialists in flexible rubber insulation, brings together a comprehensive suite of tools designed to provide expert advice and assistance to an international customer base. Online tools include the cornerstone ‘ArmWin AS’, an online calculation engine for determining necessary thicknesses and likely heat losses. This is supplemented by useful consumption calculators and the powerful yet easy to use ‘Specification Builder’ that allows anyone to create unique project specifications using standard pre-defined clauses.
The site operates as an information access portal for consultants, contractors, specifiers, distributors and individual end users. Application and project support is provided in the form of downloadable application manuals and videos together with a detailed technical library, comprising material safety data sheets, an extensive glossary of terms and wide ranging product documentation.
Navigation of the intuitive ArmaPlus site has been simplified by the addition of icons, that provide a distinct visual language. These icons relate to individual tools within the ArmaPlus service and make it even easier to move from service to service.
For more complex queries the ArmaPlus technical support service is always available. Qualified personnel can be contacted on +44 (0) 161 287 7038, or email armaplus.uk@armacell.com. As well as bespoke calculations or specifications, the support service team can discuss any related technical enquiries, and provide advice and assessments on individual installation problems.
Armacell have set industry standards throughout the world in the field of flexible technical foams covering an extensive range of thermal and acoustic insulation cladding materials, sandwich core and edge protection foams together with custom seals and gaskets. These are designed for wide-ranging applications including:
Preventing the formation of condensation
Absorbing both sound and vibration
Retention of either heat or cold in process lines and equipment
Energy savings and increased plant efficiency can be realised, leading to growth potential in many markets. In fact, success in the global oil and gas business has resulted in the establishment of a separate international team for this market by Armacell.
Further information is available from:
Armacell UK Ltd, Mars Street, Oldham, Lancashire OL9 6LY
Telephone: 0161 287 7040 Fax: 0161 633 2685
e-mail: info.uk@armacell.com
www.armacell.com/uk
Class O Armaflex engineered foam insulation materials, including sheets, tubes and coils are now supplied with built-in anti-microbial protection providing continuous and lifelong protection against the proliferation of potentially infectious agents. These products are particularly appropriate for use in buildings with high occupancy levels, such as offices, hospitals, schools and leisure centres etc, but can be used anywhere to provide added 24/7 protection against harmful microbes such as bacteria, mould and mildew.
The protection is provided by Microban anti-microbial product protection, a proven technology which is incorporated into the manufacturing process of the insulation materials. On contact, this protection penetrates the cell walls of micro organisms, disabling their ability to function, grow and reproduce. Because the anti-microbial protection is an inherent part of the insulation material, the protection provided is permanent and cannot be removed during handling, washing or general wear. The effectiveness of the protection is also maintained in conditions of heat and cold as may be expected in applications for thermal insulation materials.
Microbes are a wide group of often microscopic organisms, which can be responsible for illness and disease in humans, particularly leading to respiratory problems. Given ample food and moisture, any surface can support microbial and bacterial growth. Where left unchecked, this can result in rapid rises in infection counts, which in conjunction with other elements can often collectively contribute to a ‘sick building syndrome’.
The Armaflex products also provide passive protection to supplement and complement the active protection provided by Microban. The passive elements, forming part of the engineered structure of the product, include a closed-cell foam construction which is an effective water vapour barrier. The material is also non-wicking and small surface damage does not compromise the integrity of the barrier. Armaflex is also free of dust and fibrous materials to prevent any combination of mould spores and bacteria which could cause or aggravate respiratory infections. This combination of active and passive protection ensures suitability of the product for use even in sensitive areas.
Class O fire rating is also incorporated into the Armaflex range of products as well as excellent thermal properties, designed for both rectangular and circular ductwork as well as general pipework, flanges and valve boxes. The products are formaldehyde free and protection against UV exposure, impact damage and weathering can also be provided.
Microban® is a registered trademark of Microban Products Company.
Further information is available from:
Armacell UK Ltd, Mars Street, Oldham, Lancashire OL9 6LY
Telephone: 0161 287 7040 Fax: 0161 633 2685
e-mail: info.uk@armacell.com
www.armacell.com/uk
Mark Hunter MP ( Cheadle) speaks about the economy, VAT increase, child grooming and more.
The majority of the public believe that climate change is a reality. But the most recent surveys show a decline in concern since 2005. Sarah Castell argues that new techniques may be needed to change behaviours and engage the public.
“I think if they want us to save energy to save the world then it should be installed free.”
“Eventually the Government has got to say – we think this is the best way forward. We as individuals can’t make that decision.”
A recent report from Sciencewise-ERC (What the public say about designing climate change and low carbon interventions) synthesises messages drawn from thirteen studies carried out from 2007-10. These studies canvassed views on climate change and on low carbon incentives and included surveys, focus groups and public dialogues, plus discourse analyses.
What is the problem?
The vast majority of the public believe that climate change is a reality, and are concerned about it. However, the most recent surveys suggest that people are taking the issue less seriously than they used to. Ipsos MORI reported in 2008 that 88% believed the climate is changing, falling to just under three-quarters (73%) in 2009 and dropping to 60% in 2010. Researchers from Cardiff University also noted decline in belief in climate change in their 2010 survey – 71% concerned, down from 82% concerned in 2005.
Why might this be? In qualitative research, the public seem unsure what causes climate change and what can be done to stop it. They suspect that the low carbon agenda might just be an excuse for expensive products or high taxes. And they are complacent about what they need to do personally. While they say they have changed their behaviour, few are saving energy consistently.
The authors of these studies speculate that the public have heard too many ‘doom and gloom’ messages about the risks and impacts of climate change, without hearing a positive ‘call to action’ alongside. Is this why they are losing interest?
Who should solve it?
The public want the Government to lead the way. Consumers are not keen to bear the financial burden of switching. They argue it benefits society as a whole, rather than themselves, so they shouldn’t have to pay. Before taking action, they want to hear what changes will be required from business and how Government is going to change its own behaviour too.
You talk to me about saving energy in my own house – drive up the A40 and see all these offices at five o’clock in the morning with all their lights on -you’ve got all these offices with their lights on and they’re talking about saving electricity.
But there is potential to get the public engaged – by designing low carbon solutions which meet consumer needs. The authors of these reports recommend segmenting the public, and targeting interventions carefully at segments. The reports identify some overarching needs likely to be relevant to many different groups:
Save money now and reduce upfront costs
People see new technologies as expensive, risky and complicated. They want upfront financial help.
Give the homeowner control of energy use
For example, energy meters tend to be liked, as they help people take some control over their energy use. The self-sufficiency of micro-generation, in principle, appeals. Both allow consumers to feel empowered in their dealings with energy companies.
Show new products working in practice.
Examples and demos are reassuring.
New technologies should fit with the aesthetics of the home, and meet the need for status
Like double glazing, the most successful insulation technology so far, new technologies will need to look impressive and add to the value of the house.
Positive, congratulatory, light hearted communications
Consumers do not want to hear ‘worthy’ messages of personal sacrifice. New products and communications should be marketed in a way which promotes intrigue, not guilt. “Dare I say, there’s still got to be a slight entertainment element for us to pay attention”.
What next?
Individual consumers see the barriers – upfront costs, and risks – more clearly than they see the benefits of low carbon lifestyles. They would like Government to bear the risk of change.
It may be that shifts towards purchasing low carbon home energy products are occurring already, as incentives such as the Feed-In Tariff and Renewable Heat Incentive are communicated. But the overriding impression from these studies is that the public are waiting – for well designed products and services, for inspiration and for a catalyst.
These might include local and national Government incentives; incentives from suppliers; clever and innovative design of aesthetically appealing products; and careful targeting of communication at the right segments of the population. The next step is to create these ideas and bring them to the public.
Read the full report, and others like it at , www.sciencewise-erc.org.uk
0870 190 6324.
Crime in Greater Manchester has fallen by more than 11 per cent in the last year, resulting in almost 30,000 fewer victims. Figures released today, Thursday 20 January 2011, show there have also been significant reductions in burglary, vehicle crime, robbery and gun crime.
Elderly and disabled residents of the London Borough of Wandsworth travelled in fine style to do their Christmas shopping – aboard a smart new Mercedes-Benz minibus.
The Long-bodied Sprinter 313CDI is powered by a clean, ‘green’ 129hp Euro 5 engine and wears the colours of Wandsworth Community Transport, a registered charity that supports local groups and individuals with mobility issues.
The vehicle was supplied as a Long-bodied panel van uprated from the standard 3.5 to 3.85 tonnes gvw, by south London dealer SG Smith. It was converted by Stanford Coachworks, of Stanford-le-Hope, Essex.
The mobility specialist has fitted 10 individual seats in the passenger compartment, taking the total number of seats, including the driver’s, to 13. There is also space for a wheelchair – access for wheelchair users is via a Passenger Lift Services cassette lift, which is installed beneath the floor at the rear of the vehicle. Up to eight of the passenger seats can be quickly and easily removed, leaving additional room for four more wheelchairs.
Other features include non-slip flooring, handrails in high-visibility yellow which are connected to the fold-out step at the side of the minibus, and integral ‘all age’ seat belts, which negate the need for child or booster seats when transporting youngsters.
Wandsworth Community Transport’s fleet of 25 vehicles includes a dozen wheelchair-accessible minibuses, every one of which now wears a three-pointed star. Most are 17-seaters that can also accommodate up to five wheelchairs – these larger vehicles are based on Sprinter chassis downrated from 5.0 to 4.25 tonnes gvw, which means they can be driven by holders of a standard licence.
Wandsworth Community Transport provides mobility for around 350 groups – among them churches, schools, retirement and sheltered homes, and lunch clubs – as well as some 1,700 elderly and disabled individuals. Users pay a fare, but this is heavily subsidised by the local council and other contributors.
The charity lays on outings and day trip visits to the coast and other places of interest. But its day-to-day work entails collecting clients from their homes across the borough and taking them to local shopping centres, where they are met and, if necessary, accompanied by representatives of the Shopmobility scheme.
Managing Director Manuel Button leads a team of 35 staff, as well as scores of volunteers. -We provide a vital lifeline for people who might otherwise be housebound, he explained. -It allows them to get out, meet friends and enjoy themselves, as well as undertake routine tasks such as shopping which the rest of us take for granted.
Mr Button continued: -We probably buy three wheelchair-accessible minibuses every couple of years and have been gradually phasing out our older, non-Mercedes vehicles and replacing them with Sprinters – the introduction of our latest vehicle marks the completion of this process.
-We have been very happy with the quality and reliability of our Sprinters, while the drivers particularly like the smooth power delivery and the automatic gearbox that Mercedes-Benz offers as a standard factory option. Clients have also complimented us many times, on how comfortable the ride is.
Wandsworth Community Transport’s Sprinters are maintained in SG Smith’s Sydenham workshops. -Our relationship with the dealer goes back a number of years now, added Mr Button, -and they provide a first class service.
www.wandsworthcommunitytransport.org.uk
Kingspan Renewables, the new brand identity for both Kingspan Solar and Kingspan Hot Water Systems Ltd, will be exhibiting its one-stop-shop for market-leading renewable package solutions at Ecobuild 2011.
Visitors to the show will be able to see the latest new product launches from Kingspan, including its award-winning Varisol – the world’s first modular solar thermal vacuum tube collector; Albion Aerocyl – a dedicated copper hot water cylinder for heat pump and solar input and its latest addition, the Aeromax Plus Air Source Heat Pump.
Also on show will be Thermomax solar thermal vacuum tubes, Kingspan Solar flat plate panels (‘in-roof’ and ‘on-roof’) as well as Range Tribune HE Duplex stainless steel unvented cylinders, including pre-plumbed models for solar input that not only reduce on-site installation time but make the fitting process more straightforward.
Kingspan Renewables Packages Deliver ‘Everything Under the Sun!’
Complementing its wide portfolio of state-of-the-art technologies, Kingspan Renewables will be demonstrating its full package offerings that are custom-designed to suit each application and provide specifiers, installers and end users alike with the ultimate Renewables solution. Customers, both domestic and commercial, can benefit from Kingspan Renewables packages that are tailored to deliver top performance and ultimate results. They include the highest level of customer support from initial advice, through to customised design, installation by Kingspan accredited installers, final commissioning and technical support.
One-Stop Solar Shop:
The latest solar offering from Kingspan Renewables is Varisol – the world’s first modular vacuum tube solar thermal collector. The MCS accredited technology combines a unique design with high performance polymer materials to allow solar thermal vacuum tubes to simply ‘click-fit’ together to create solar thermal collectors of varying sizes. The technology is a modern and adaptable alternative to the rigid manifold system. It incorporates world-leading Kingspan Renewables Thermomax vacuum tubes and retains their top quality performance, whilst delivering total flexibility. This means collectors can be sized to the exact needs of the end user within the space available.
Thermomax vacuum tube collectors are specifically tailored for Northern European climates and deliver an unrivalled transfer of solar energy into heat, providing up to 70 per cent of hot water requirements throughout the year. The vacuum inside each tube provides perfect insulation by protecting the system from outside influences, such as cold, wet or windy weather, resulting in quality performance all-year-round. The vacuum tubes also allow energy from the sun to be collected efficiently and effectively, so that solar-heated water is always readily available.
Kingspan Renewables solar thermal flat plate panels will also be on show at Ecobuild and deliver a cost-effective solution both in domestic and commercial applications, providing excellent levels of efficiency and performance. They are robust, hard-wearing and flexible in installation (with both ‘in-roof’ and ‘on-roof’ options).
Aeromax Plus Air Source Heat Pumps:
The latest addition to the Kingspan Renewables portfolio is the Aeromax Plus Air Source Heat Pump. Specifically designed for use in UK housing applications in Northern European climates, these highly efficient heat pumps can supply up to 100 percent of Space Heating and Domestic Hot Water and can extract heat from temperatures as low as -20C. They have low running costs and can reduce energy bills by as much as 50 percent. The range is available in three outputs (6kW, 8kW and 12kW) to suit individual requirements, and operates to optimum performance all-year-round, providing water temperature up to 60C for both radiator and Domestic Hot Water applications. Aeromax Plus forms part of Kingspan’s Ultimate Air Source Heat Pump package, and is optimally partnered with Albion Aerocyl Heat Pump Only or Heat Pump & Solar Input cylinders.
Hot Water Storage Solutions
Albion Aerocyl Heat Pump Only or Heat Pump & Solar Input cylinders feature purpose-designed coils, which allow maximum heat transfer of renewable energy into stored water. Their fast flow rates are capable of delivering over 45 litres of mains pressure hot water per minute. Fast reheat means hot water is always available, and the high level of insulation minimises heat loss, making the cylinders economical to run. Albion Aerocyl cylinders also have the added benefit of an electric immersion heater for backup. Together, Albion Aerocyl cylinders and Aeromax Plus Air Source Heat Pumps provide the ultimate package for maximum system efficiency.
Kingspan Renewables will also be exhibiting its Range Tribune HE Duplex stainless steel unvented cylinders. They are the ultimate choice for mains pressure hot water, high flow rates, environmentally friendly insulation and low maintenance. Fed directly from the cold water mains, the cylinders deliver fast filling baths and powerful showers with minimal loss of performance when more than one tap is being used at the same time. They are also insulated with 50mm thick HCFC and CFC-free foam, resulting in low standing heat loss and making them economical to run as well as highly efficient. The Tribune HE family is manufactured using Duplex stainless steel to ensure superior endurance and corrosion resistance and is also backed by a fully transferable 25-year guarantee, assuring a long operational life.
For more information, please visit
Integrated Panelling System (IPS) technology from leading specialists Washroom Washroom presents itself as an ideal washroom solution to the health, leisure and education sectors.
IPS panelling offers an integrated plumbing system that can be used in a wide range of applications to ensure services are neatly concealed and safe from tampering, providing not only an attractive, clean washroom finish, but also a hygienic and convenient option which is equally easy to facilitate for maintenance.
Available in a number of options to suit individual budgets, materials include the highly resilient, waterproof Solid Grade Laminate (SGL), impact resistant High Pressure Laminate (HPL), self-supporting and durable Melamine Faced Chipboard (MFC) or manufacture from real veneer wood for a prestige finish.
Different sizing options are available, with panels tailor made to fit for an improved appearance, creating a neat finish in washroom areas. IPS panels can be manufactured full length from floor to ceiling, or low level, with a choice of concealed panel fixtures to allow for easy access. Panels can also be printed in a range of colour options to suit individual design specifications.
IPS comes in the choice of pre-plumed or non pre-plumbed, with pre-plumbed systems having services and sanitary ware readily built in for easy onsite installation. This offers significant advantages such as fewer trades onsite, reduced waste and restricted damage due to the consistency and assurance of factory manufacture.
Non pre-plumbed panels offer the same quality and concealment of services, without built in sanitary ware, leaving the option open to contractors.
IPS systems offer a versatile and practical solution for washroom, medical and changing areas. The IPS system proves ideal for health care environments such as hospitals and clinics where high standards of hygiene are paramount, but are equally effective in leisure of education environments where services can be attractively hidden for a sleek finish and concealed from the possibility of tamper or damage.
For more information on any of Washroom Washroom’s products or solutions, visit
www.washroom.co.uk
One of the key outcomes from the ‘Use of Experts’ workstream report was for the role of experts to be more carefully considered in the planning and delivery of public dialogues.
The-Use-of-Experts-in-Public-DialogueFull-report.pdf
This article looks at one aspect of that report – to advocate bringing in a greater number and diversity of experts in public dialogue and why that is becoming even more pertinent.
In the public dialogues Sciencewise-ERC has funded and advised on, a sample of members of the public is asked to deliberate on an issue, exploring their hopes, fears and aspirations so that policy can be better informed by those views.
Therefore, we give people quite a challenge – from knowing little, if anything, on a subject to, over the course of 2 or 3 days, being immersed in subjects such as synthetic biology, geoengineering, stem cells and animals containing human material, and then discussing the challenges, issues, benefits and pitfalls. Participants are taken through a range of information and often in a spread of different formats – information sheets, videos, presentations and their own research – to bring them up to speed with the core aspects and narratives on the subject. Participants also hear the views of different ‘experts’ as another way of enabling them to see through and round the different aspects of an issue.
And therein is the challenge that requires explicit consideration – who are the ‘experts’ and how do we faithfully and credibly cover the diversity of perspectives that may exist on an issue?
Why a diversity of experts?
I suggest there are two key drivers for this diversity. Firstly, to enable participants to deliberate as effectively as they can on the issue at hand and, secondly, (and often not given enough emphasis) to provide an opportunity for the experts to be participants themselves in those processes as a way of directly hearing the issues from the public and thus informing their own thinking and research trajectories.
For public participants – seeing the whole
If we are expecting people to make choices or express views on a subject, then we should provide perspectives that enable participants to get as holistic a view as possible on the issue to help the process of deliberation.
Without faithfully providing as full a picture as possible of the issues, the process becomes in danger of being challenged for bias.
Debates about science should involve different opinions/viewpoints and a plurality of expertise and recognition of other types of knowledge that take into account minority opinions
Obviously, each dialogue is specifically planned and factors such as purpose of the dialogue, and the issue being discussed are key to defining who the experts may be. Inevitably, time factors will also play a part somewhere along the line restricting how much can be achieved – which is why it is so important to think carefully about who is chosen to provide ‘expert input’.
Evaluations of dialogues show that a variety of viewpoints is always valued by participants – and, indeed, if the variety of input is not there, then participants often quickly pick up on its omission.
“It was also particularly valuable to have a variety of viewpoints among the speakers. This helped ensure that participants did not feel manipulated towards a particular conclusion, and also helped them feel there was no ‘right’ answer which, in turn, made them feel more comfortable about expressing their own views.” (HFEA Hybrid & Chimera Embryos dialogue)
As far as possible, it is really valuable to give participants the opportunity to say which experts and/or viewpoints they would want to hear.
For experts – reflecting public hopes, fears and aspirations
There is another reason for wanting to include a diversity of experts in public dialogue – to provide greater opportunity for the experts themselves. Public dialogue is, importantly (or should be), about experts being able to discuss the issues with public participants – to hear first hand the issues and concerns. Giving experts an opportunity to hear what the public thinks and feels about an issue is important, and crucial in the case of research, if we are to truly embed societal thinking into future research trajectories.
“I gained a lot from listening to the views of a very diverse range of members of the public who, by and large, were very supportive of us, but had a few areas where they weren’t certain. I think it has allowed me to sort of set my barometer at a more appropriate point”. (Professor Chris Mason, University College London, an expert speaker and member of the Oversight Group in the Stem Cell Dialogue)
Not only does diversity enable richer public dialogues, it also enables greater reflection of public thinking into future science and technological developments.
Expert – what expert?
So, who exactly is an expert? This, of course, will vary from subject to subject and process to process. In Sciencewise dialogues, expert input has broadly fallen into the following categories:
Experts (scientific/technical/legal) provide technical and scientific-based inputs from the whole range of science – from social science and philosophy through to physical and life sciences
Stakeholders largely provide views and evidence based on a particular standpoint and often represent lobbying or special interest groups, e.g. the Renewable Energy Association, Greenpeace
Experiential publics are members of the public who have a specific knowledge, can contribute by sharing their personal insights and stories into an issue, e.g. parents of children with a chronic medical condition, who have gained considerable knowledge of that particular condition over time, but who also have direct experience as users of a medical service
Broadening the notion of who is an expert.
The notion of who might be perceived as an expert is under constant debate.
when it comes to the future of an emerging technology, no one (or everyone) is an expert.
NatureNews: World View: Not by experts alone – David Sarewitz
www.nature.com/news/2010/100804/full/466688a.html
As the Big Society starts to play out, it is possible that, with an emphasis away from centralised ‘power’ to more local delivery, there will come a greater recognition of the role and experiences of those individuals and organisations delivering solutions. The extension of this means a widening of whom we might perceive as experts in the future particularly to those with increasing direct and practical, rather than academic, experience.
Couple this with the continued rise of the professional amateur, resourced and profiled by ever wider internet powered information sharing, and it is likely that the choice of which ‘experts’ and perspectives are pertinent, challenging and appropriate in public dialogue is sure to broaden.
So, while advocating a much stronger presence and number of scientists and academic experts to participate in public dialogue, it is also necessary to consider involving a much wider set of perspectives on an issue to equip public participants with the range of viewpoints on the subject at hand.
In conclusion, the tips to bear in mind for every dialogue is to think carefully about which, and in what way, experts are involved in public dialogue:
Are the range of perspectives faithfully covered to give participants a holistic view of the issues?
Who is best suited to give those perspectives – academics, NGOs, those with experiences or stories to share – do we need to look beyond the ‘usual suspects’?
How can experts themselves be participants in the process and become more able to fully understand the thoughts of public participants so that, in turn, this can help develop thinking, research and developments that are fit for purpose and in line with a society that ultimately gives the ‘licence to operate’ for many new technologies.
Suzannah Lansdell
Dialogue and Engagement Specialist
Sciencewise-ERC
Read the full report and more at: www.sciencewise-erc.org.uk
A Scottish Environment Protection Agency (SEPA) project to tackle invasive non-native plant species (INNS) in the Dumfries and Galloway area, is using state-of-the-art treatment equipment from Stem Injection Systems (Europe).
The project officers using the equipment are working for Nith District Salmon Fishery Board (DSFB) and Annan DSFB on a Japanese Knotweed control programme on the River Nith and River Annan catchment areas. These are two of several organisations involved in the five year project which has been part funded through SEPA’s Restoration Fund.
The INNS project will focus on eliminating Japanese Knotweed as well as Himalayan Balsam and Giant Hogweed, all of which are growing in increasing numbers along the river corridors and having a serious impact on the biodiversity of the riparian environment and consequently on the aquatic environment.
SEPA South West operations manager Robert Kerr said: -The issue of invasive species is a national one, threatening biodiversity across the UK. Their ability to colonise many areas has resulted in damage to our environment, the economy, our health and the way we live.”
Jim Henderson is Director of Nith DSFB which is responsible for preserving, protecting and enhancing stocks of migratory salmonids within the Nith catchment. -This increasing problem with invasive plants has to be tackled in a concerted way, starting at the top of the river corridor and extending catchment-wide to try and eliminate the spread of seeds,” he said.
-Having examined various treatment techniques, it’s my belief that spraying only suppresses plant growth until the following growing season, whereas the stem injection system appears to deliver a complete kill.”
This project is part of SEPA’s Dumfries and Galloway Catchment Management Initiative and is managed by a steering group bringing together key local organisations to help tackle the problem.
The equipment, which injects a given dose of glyphosate herbicide directly into the plant stem, is increasingly recognised as achieving maximum control and specific to the plant species with no impact on the surrounding vegetation and wildlife, critical in this riverside application.
Jim Henderson concluded: -Although we’re learning all the time about how best to control invasive non-native species, this SEPA project feels as if we’re at the forefront of some very pioneering environmental work. I believe that this type of stem injection treatment will be seen as the blueprint for successful river basin weed management for years to come.”
Chorley Council is using an award winning specially developed web application to access up to date and accurate information about commercial premises. This information is then used to monitor town centre vacancies and proactively target potential tenants.
Having completed a project to match data from the Valuation Office Agency with the National Land and Property Gazetteer (NLPG) Chorley realised that commercial premises data held in the gazetteer and the Council’s Non Domestic Rates database could be utilised by other teams within the Council. The Town Centre Management team can now access commercial property details such as the business name of the property, type of property and property state helping to reduce the amount of time properties are standing vacant.
-As the current economic climate continues to bite, one of the most visible impacts is the changing face of our high streets and town centres,” commented Paul Sudworth, Information Manager, Chorley Borough Council. -By giving the Town Centre Management team access to up to date and accurate property specific information they can monitor the situation and better match interested tenants with suitable properties.”
Our survey say’s that the region feels like a safer place, according to the results of police research.
South Yorkshire Police and South Yorkshire Police Authority’s annual crime and community safety survey ‘Your Voice Counts’ found that fear of crime had reduced in the fourth year of the survey across all the crime types listed when compared with year three.
The percentage of people that were ‘very and fairly worried’ about becoming a victim of crime fell five per cent to 55 per cent in year four, concerns over car crime also decreased, while a fear of being physically attacked dropped from 53 per cent to 47 per cent.
The figure deeming the overall level of crime a ‘big or fairly big problem’ has also reduced – from 36 per cent in year 3 to 32 per cent in year four.
‘Your Voice Counts’ was sent to more than 93,000 households in the region to gather vital information and monitor public perception on neighbourhood policing. It contained questions on issues such as anti-social behaviour (ASB) and criminal justice, as well as asking respondents to rate the areas they would like to see police and partner agencies prioritise.
ASB levels appear to have remained static with the figure for experiencing or witnessing ASB remaining at 32 per cent since year 2.
However, the profile of South Yorkshire’s 23 Safer Neighbourhood Areas (SNAs), which are dedicated to tackling crime and ASB, is also on the rise, with a boost in both the number of people aware of the initiative (39 per cent) and their knowledge of how to get in touch with the Safer Neighbourhood Teams (54 per cent).
Charles Perryman, chair of South Yorkshire Police Authority said: -The ‘Your Voice Counts’ survey has been a very important indicator to us of the public’s view over the last four years and has helped us to shape policy and channel resources and focus where they are most needed.
-In light of the coalition government’s public spending cuts, and the resulting £40m shortfall the force faces in its annual budget over the next four years, it is more important than ever the Police and its Authority are able to gauge what the region feels about the current service and what it wants to see in the future.
South Yorkshire Police Authority recently announced it is to hold a series of focus groups to ensure the public’s voice is taken into account on determining the impact of spending cuts on the region’s police force. Anyone wishing to get involved should email Tracy Webster (twebster@syjs.gov.uk) for dates and venues.
Last year the Authority also launched an online Budget Simulator facility, which enables visitors to suggest how they would prioritise and adjust spending on key areas such as neighbourhood policing and investigating crime. This can be completed at www.budgetsimulator.com/sypa
To follow South Yorkshire Police Authority on Twitter go to @sypoliceauth.
Leicestershire Partnership NHS Trust (LPT) has selected Zircadian’s e-Roster to manage junior doctor rosters across the Trust.
LPT is already an established user of Zircadian’s e-Rota and e-Monitor web-based solutions for creating junior doctor rotas, ensuring compliance and for monitoring doctor hours. The medical staffing team uses e-Roster to create and plan rosters that meet the complex requirements of junior doctor working patterns and avoiding costly penalties.
Angela Salmen, Senior Medical Staffing Manager at Leicestershire Partnership NHS Trust says; -We have been using Zircadian’s e-Rota for some time now and have found it invaluable for managing our rotas to comply with legislation. We save a lot of time when we are planning rotas and the tool gives us the flexibility to try different scenarios and look at the consequences of ward or service changes.
-The e-Roster solution to manage rosters for our junior doctors, will eventually replace our paper based systems that are often time consuming and cumbersome to maintain. E-Roster will help us to ensure continuous compliance, manage swaps and record study or annual leave. We will always have an accurate record of the on call duties for junior doctors.
The e-Roster system provides warning of potential New Deal and EWTD breaches, ensuring compliance. It also flags gaps in service, where locum cover might be required, and junior doctors can log into the secure portal and see which duties they can apply to do as a locum shift.
Masood Ahmed, Director at Zircadian says; -Trusts in the health services have a very specific challenge – delivering on their priorities to deliver the best possible patient care, and providing training while managing resources efficiently. With complex legislation for doctors’ hours, shift patterns, annual leave and sickness, paper based methods just do not provide the flexibility or accuracy to be sufficient management tools. Zircadian provides Trusts with proven solutions for rota management, e-rostering, e-monitoring, and locum management to ensure that on the ground planning achieves both compliance and effective management of resource to help meet the Trust’s strategic service goals.
Media law consultant and trainer Cleland Thom has today called for a shake-up of the Press Complaints Commission as part of a change in the UK’s archaic libel laws.
www.ctjt-blog.biz/2011/01/here-is-future-of-libel-law-privacy-and.html
BNP leader Nick Griffin tells GPSJ they are hated by the politicians and people should vote for them as a protest against the political elite. Stuart Littleford speaks with Mr Griffin in Oldham as part of the coverage of the By-election.
Listen to the interview below.
UKIP leader Nigel Farage tells GPSJ what the have to offer voters in the Oldham East & Saddleworth By-election. He tells Stuart Littleford that a good manufacturing base is key to economic stability.
Listen to the interview below.
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