Overview... Backup & Disaster Recovery... Quality Management...

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1 Overview... We provide both a range of energy-efficiency, environmental and sustainability services to service all areas of the Lot 4 Specialist Cloud Services. Our services are offered through both digital and traditional methods. Low Carbon Europe offers a range of ICT consultancy services which includes; Monitoring &Targeting applications, Energy Benchmarking Tools and paperless Energy Audits through the utilisation of mobile devises. Our specifically designed I.T toolkit; EcoHealth allows us to provide our sustainability consultancy services and a high level of engagement with our clients. Backup & Disaster Recovery... Low Carbon Europe use EcoHealth; a web-based software toolbox which enable healthcare organisations to improve sustainable practice. We use a Cloud version that is hosted by Loreus and data is backed up in real-time. We have a disaster recovery plan that has been approved as part of our ISO9001 certification. Quality Management... We believe that client satisfaction and quality standards are paramount to what we do. As such there are a number of quality checks in place throughout project lifecycles in addition to an internal and external debrief upon project completion. These checks are in the form of: bi-weekly project meetings held between the project lead and LCE Directors where project successes and highlights can be demonstrated and any issues and non-conformances addressed; regular site visits to the client by the technical manager and allocated LCE Director to ensure seamless implementation and operation of the project; regular review of methodologies being deployed and project outputs at all levels; regular progress reports in the clients preferred format are produced and presented to all stakeholders and key representatives (the frequency of which is determined at the initiation stage and during the production of the PID); and assignment sign off and client survey forms upon project completion, which if relevant become action points for continuous improvement The flow diagram below illustrates our above commitment:

2 Pricing... Sustainability consultancy services can be engaged as per the SFIA Rate Card.

3 Service Management... Low Carbon Europe have worked with over 100 public sector clients on over 1500 assignments. Our client satisfaction rating is 99.02%. We operate with a key account manager each project, to ensure that the service delivered meets (or exceeds) client and internal expectation. We act upon all clients feedback in order to continuously improve our service and to manage and report KPIs. Every individual sustainability assignment that is procured through the G-Cloud framework will have a dedicated consultant who will manage the project and work closely with the client. The consultant will have support of the wider team and the Account Director in order to manage client requirements during times of high demand; service delivery will not be affected. Members of the team are available by telephone between office hours of 9am to 5pm. The Account Director is available at any time via mobile device or . Service Constraints... There are no constraints to the service provision. Services can range from a single day of consultancy through to a team to deliver a major programme. The solutions are fully flexible to suit the user s needs. Financial Recompense... Low Carbon Europe have an annual turnover of 800,000 and have grown significantly in despite of the economic downturn. Our insurance cover is as follows; Professional Indemnity - 5 million, Employers Liability - 10 million and Public and Product Liability - 10 million. Training... We are able to provide a range of training services in the fields of environmental awareness, energy management and organisational sustainability. Service Levels Our processes combined and with support from the EcoHealth software allow us to operate under a Key Performance Indicator environment. KPIs allow us to meet client requirement and give feedback on our work in terms of performance, productivity and value for money. We have detailed standard KPI s below and these can be tailored to suit individual Cloudstore user s requirements. Low Carbon Europe are fully accredited under ISO 9001:2008 Certificated Quality Assurance system and operate an Environmental Management System accredited with ISO 14001: 2004.

4 Response Times Description Acknowledge receipt of enquiry Relevant consultant to make contact with potential client to discuss needs and requirements in detail. Produce and submit proposal to client. Follow up outcome of proposal if not already known If proposal is agreed, set a date for initiation/scoping meeting. Measure* Within 2 hours Within 1 working day Within 5 working days 1 week from the date of the proposal. Within 2 weeks following formal initiation. *The above timescales are based on standard working hours and day. Project Quality Description Measure An initiation/scoping meeting has taken place. 100% A project plan has been developed and signed off. 100% Update meetings took place monthly (or at the frequency agreed during the initiation/scoping meeting). Project sign offs were obtained from the client upon completion of a project and these were of a good standard. 100% 99% Ordering & Invoicing Process... Our invoicing options are: Invoicing cycles: Our invoicing ranges from standard monthly, at key project milestones and upon project completion. Details shown on the invoice: We provide the clients name, project details, unit of measure, total amount, VAT, invoice number and purchase order number. Manual invoicing: Timesheet information can be collated to send to the G-Cloud IV user in an agreed format. G-Cloud IV users can then review and authorise these timesheets and LCE can then raise an invoice.

5 Consolidated invoicing: We can provide one invoice for G-Cloud IV users containing all charges for different work-streams within a given month. This provides G-Cloud IV users with a simplified invoicing process. We can provide a full breakdown of the invoice, in line with the open book policy we operate with a number of our clients. Electronic invoicing: We offer electronic invoices to generate efficiency within the payroll process in the form of s with PDF file attachments or can be sent to G-Cloud IV users via online web platforms. Termination Terms Termination terms can be flexible depending on client requirements and shall be mirrored between G- Cloud user and Low Carbon Europe. Typical terms range from 1 to 3 months. Data Restoration & Service Migration We have experience of managing sustainability and energy service migrations and would discuss the G-cloud user s requirements prior to engaging to ensure that the expected service levels are met. We do not have experience managing client data restoration, although client data that we hold would be restored as per the earlier disaster recovery statement. Consumer Responsibilities The consumer will ensure that accurate information is given throughout the engagement, and that both parties terms are adhered to. Technical Requirements There are no specific technical requirements needed to access our services. Although as part of our QMS a process of authorisation will need to be adhered to.

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