G4S Annual Report and Accounts 2011

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Overview Strategic review Performance Strategic review Strategy for growth continued 3 Develop long-term partnerships with customers Bank of America With the help of G4S, its sole security supplier for more than sixteen years, one of the world’s leading global financial institutions, Bank of America, has embraced a new approach that enhances the secure solutions it receives. The result is a single, integrated solution that combines physical security with real-time incident reporting, as well as providing command and control response together with total data management. It is a pioneering and wide-ranging concept, agreed upon under a new contract which has transformed our long-standing partnership. Our objectives and strategy One of the main elements of our strategy is to drive outsourcing across our key sectors and customer base. In order to achieve this, it is important to have the right level of customer relationship – customers see G4S as a strategic partner, a solutions provider and an essential part of their own strategy delivery. Our continued investment in sales and business development processes should: uu Drive growth across the group uu Help fulfil the group’s aim to increase the proportion of our business from larger, more complex contracts Our approach and progress Increasing customer partnerships We aim to develop relationships with certain types of customers, through extending our service provision and becoming critical to them achieving their own organisational goals. If successful, this will result in a greater proportion of long-term contracts that are output based. We measure this relationship development by using tools and software such as Net Promoter Score and salesforce.com. We analyse various aspects of the service provided, the contractual terms, the strength and duration of the customer relationship and the style of purchasing adopted by our customers. Our goal is for a significant proportion of our customer relationships to be at the strategic partnership level. We have previously estimated this to equate to about 30% of revenues at a total group level. 9 For more detail please see our Business model on pages 24 to 25 18 G4S plc Annual Report and Accounts 2011
Governance Financial statements Shareholder information Managing key global accounts G4S has created a Global Account Management Programme to address the increasing needs of international companies to ensure quality and consistency of service across multiple markets. This programme has enabled G4S to grow its global accounts base and to win new contracts in key sectors such as oil and gas, technology, aviation, banking, mining, ports, automotive and pharmaceuticals. Outlook Global service excellence centres During 2012, we are creating a number of global service excellence centres to work with G4S country operations to focus on operational efficiencies, service standards and development of technology to support service delivery and share best practice across our core service lines of secure solutions, cash solutions and justice services. G4S plc Annual Report and Accounts 2011 19
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G4S Annual Report and Accounts 2011

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