EXCEPTIONAL SERVICE, EXCEPTIONAL PEOPLE... Annual Review

Transcription

1 EXCEPTIONAL SERVICE, EXCEPTIONAL PEOPLE... Annual Review

2 Contents 1 We are Norland 2 Operational highlights 3 Financial highlights 4 Our mission & strategy 5 Our business 6 Chairman s report 8 Chief Executive s review 12 Corporate Services 14 UK Services 16 Critical Environment Services 18 International 20 People 22 Projects & capital works 24 Quality, health, safety & environmental report 25 Energy 26 Procurement 27 Business systems 28 Corporate social responsibility & sustainability 29 Corporate governance 30 Directors biographies 32 Consolidated profit and loss statement 33 Consolidated balance sheet 34 Consolidated cash flow statement 35 Five year record 36 Offices ibc Glossary The services we offer: Mechanical & Electrical Energy Facilities Mgt Cleaning Critical Environments Fit-Out Services Fabric Catering ICT International Projects Security Front-of-House Grounds Waste Mgt Our mission: To be a market leader through exceptional service and exceptional people The sectors we work in: Data Centres Education Financial Markets Government Healthcare Heritage Industrial Manufacturing Managing Agents Media Pharmaceutical Professional Services Public Buildings Entertainment Public Sector Retail Utilities Norland Managed Services Annual Review

3 WE ARE NORLAND We wanted to find an organisation whose level of expertise in their field matches our own. Brian Pell Director of Operations NEC Group We are a leading provider of facilities, energy and project management services operating from a strategic network of regional offices throughout the UK, Ireland, Europe and the US. Our integrated delivery of hard and soft services drives performance and best practice across each service stream. We work for major national and global businesses delivering an exceptional, singlesource solution to their building infrastructure management requirements. Whether it s one floor in a multi-occupied building or many different buildings within a substantial property estate, we maintain and enhance these assets for our customers leaving them free to focus on their core business. We manage 4.5 million square feet of data centre facilities which makes us the market leader for FM in white space. We have an extensive project management team for large capital works and specialist energy management advisors working alongside our contract teams. We use our extensive buying power, and dedicated supply chain, to deliver best value whilst ensuring the highest quality of service, health, safety and sustainability. Our key asset is our highly-trained and customer-focused people. Their exceptional performance is why our customers choose to stay with us year-on-year. Norland Managed Services Annual Review

4 OPERATIONAL HIGHLIGHTS We were named Contractor of the Year at the 2013 CIBSE awards for our work with a global telecommunications provider to retrofit a large office building and a call centre. We won the contract to maintain Astrium s manufacturing facilities. Our Critical Environment team will provide facilities and engineering maintenance services to Astrium s clean-room manufacturing facilities. Such controlled environments must be managed to tight tolerances. Our first group of apprentices have qualified as engineers following an intensive, four-year apprentice training scheme. Integral to our growth plans and overall sustainability approach, we now have 45 apprentices at various stages of qualification and learning. Despite the current recession, our business in Ireland has grown by 40% over the past year. The market has been receptive to our solutions. Appointed by Santander to deliver improvements in the way the bank s facilities are managed and maintained. Norland are providing TFM including engineering, cleaning, security equipment, fabric, pest control, landscaping and compliance. One of 13 suppliers in the Mayor of London s RE:FIT energy efficiency refitting programme. RE:FIT covers over 400 buildings involving over 59 organisations. Norland has jumped 34 places and is now ranked 102nd on the Sunday Times HSBC Top Track 250 league table, which ranks Britain s leading midmarket private companies with the biggest sales. We continue to invest in our expanding US data centre business from where we offer our market-leading maintenance service for critical environments. We continue to pave the way in QHSE and for the 6th successive year have been awarded a RoSPA Gold award for safety. 2 Norland Managed Services Annual Review

5 FINANCIAL HIGHLIGHTS Sales at million (2012: million), an increase of 23% on last year. Underlying operating profit of 23.7 million, up from 18.2 million in Ï Ï +23% +30% Revenue million Revenue by segment % Underlying operating profit million Revenue by division % Cash million Norland Managed Services Annual Review

6 OUR MISSION & STRATEGY To be a market leader through exceptional service and exceptional people Our strategy Total solutions for customers needs in the hard services-led FM market Focused on exceptional performance Sell at a price to deliver the customers requirements without compromising our quality standards Empowered and accountable people Customer and employee loyalty Our behaviours We have identified the five key behaviours demonstrated by our people which are at the core of our exceptional performance. We believe these make us exceptional and our mission achievable. All of our staff are recruited, appraised and have their training needs based upon the Norland behaviours Understanding customer needs The ability to understand, anticipate and deliver customer needs while building effective relationships Responsiveness To positively and immediately respond to both internal and external clients through effective communication Competence to deliver To maintain up-to-date knowledge of technical and professional aspects of the work and the ability to apply an appropriate level of expertise Accessibility To always be personally accessible to staff and customers Innovation To continually review and improve working practices and technology used 4 Norland Managed Services Annual Review

7 OUR BUSINESS Corporate Services UK Services Critical Environment Services Resident teams Resident on-site teams provide mechanical and electrical engineering, building fabric maintenance and a portfolio of soft services which we either self deliver, or deliver as a managed service We have a number of specialist units targeted at specific markets including education, health, real estate and stadia Our Services A mobile maintenance workforce The ideal solution for clients requiring a high-performing FM service with a mix of mobile and resident engineers Our national capability is delivered locally from 13 regional hubs and includes a full set of soft services Depending on the needs of each client, we can manage the contract from any client site or, if preferred, out of one of our regional offices. Either way our leading-edge logistics and technology platform gets Norland s engineers to where they need to be fast. Specialist 24/7 technical support We maintain the mission-critical environments and infrastructure facilities fundamental to business; facilities whose failure would have a major impact on an organisation s brand through loss of profit, revenue and reputation > Critical Environment Risk Management (CERM ) > CERMview : secure portal for managing risk > Complete ICT & M&E fit-out > Data centre fit-out Energy Services Projects ICT Fabric Services Fit-Out Services International Services Mechanical & Electrical Services Soft Services Complementary specialisms Norland offers a full suite of facilities, energy and project management services. We provide mechanical & electrical engineering, building fabric maintenance and all soft services (front-of-house, cleaning, security, grounds, waste mgt, pest control, catering etc) delivered as a managed service. We also provide specialist maintenance services for critical environments such as data centres and clean-rooms. Norland s integrated FM solution is a best-in-class service. This flexible model gives customers choice even down to which supply partners they work with. That way the customer stays in control and gets to swap out any part of the contract if they feel it is underperforming Norland Managed Services Annual Review

8 CHAIRMAN S REPORT The strength of our order book, our exceptional people and our range of services combined with our strong balance sheet gives me confidence that our growth will continue I am pleased, on behalf of the Board, to report on another good year for Norland, against a background of difficult economic conditions. Financial results We have delivered turnover for the year of 385 million representing an increase of 23% on the previous year, with underlying profit up 30% to 23.7 million. The economic climate continues to be challenging and the level of tendering, which we have referred to over the last couple of years, continues with customers looking for improved services at lower costs. Our focus has therefore been, not only on winning new contracts, but on continuing to build long-term professional relationships with our clients and providing them with innovative and costeffective solutions. As a result, our customer retention rate has remained at more than 90%. Our two-pronged approach of cost containment and the delivery of extremely high levels of service have translated into significant levels of new contracts. Business approach Last year I reported that two new business units had been created in the healthcare and university sectors and I am pleased to confirm that our continuing work in these areas has paid off with further contracts from these sectors. This year we were appointed by Astrium, the number one company in Europe for space technologies, to provide facilities and engineering maintenance services at their manufacturing facilities in Stevenage and Portsmouth. The manufacturing sector is an emerging market for us with increasing numbers of companies with critical facilities recognising the power of our critical environment offer. In my last review I referred to our intention to support our customers at an international level. I am pleased to confirm that we have now opened our first office in the USA and we have already won significant contracts there as a result. We will be extending our presence in other countries to further support our clients on a global basis. On that note, this year has also been excellent for our Irish business where, despite the difficult economic conditions, the business has grown 40% over the past year. Last year I referred to the merger of Reliance Facilities Management, a leading provider of integrated facilities management services to customers across the private and public sectors. This merger has meant we have been able to expand our managed services offer providing the ability for Norland to act as a single source provider for all essential building services. The Reliance FM contracts are now fully novated and integrated into the divisional structure. Our people We could not have achieved this year s excellent results without our teams of people responsible for delivering an exceptional service to our customers. We continue to invest in our staff via a series of training programmes from induction right through to our Tomorrow s Leader programme. Our Management and Development programme is recognised by the Institute of Learning and Management (ILM) and continues to receive industry recognition. This year, for the second year running, it has been shortlisted in the Contribution to Training category of the 2013 Building Controls Industry Association Awards. I believe our commitment to what is an historic and ongoing strategy of staff development is clearly supported by the results we continue to achieve. It is also essential that we provide our workforce with good processes and advanced technology to enable them to perform effectively and efficiently. Outlook The company continues to be strong financially, with a clear strategy for the future. Whilst the market conditions continue to be challenging, the strength of our order book, our exceptional people and our range of services combined with our strong balance sheet gives me confidence that our growth will continue. Paul Lester Chairman I believe our commitment to what is an historic and ongoing strategy of staff development is clearly supported by the results we continue to achieve 6 Norland Managed Services Annual Review

9 Norland provides behavioural analyst company, dunnhumby, with a bundled service of hard FM, fire & security, building fabric maintenance and soft services. In Norland we have found a company that gives us scale and demonstrates the values that makes it an ideal partner within our FM model. Simon Booth, UK & Europe Facilities Manager, at dunnhumby Integrated hard & soft services Norland s comprehensive suite of FM services includes M&E and fabric maintenance as well as soft services such as cleaning, security, catering, pest control, waste management, moves and changes, front-of-house and garden services We deliver our soft services, either ourselves or as a managed service drawing on our team of best-in-class suppliers. This flexible model gives customers choice even down to which supply partners they work with. That way the customer stays in control and gets to swap out any part of the contract if they feel it is underperforming Norland Managed Services Annual Review

10 CHIEF EXECUTIVE S REVIEW Norland jumped 34 places in the Sunday Times Top Track 250 listing this year 534 I am delighted to say that 2012/13 has been another successful year for Norland. Despite a tough economic climate, we remain ahead of our plan, turning in strong growth and once again increasing our market share. We believe that overall the market is becoming increasingly polarised. Whilst some companies remain focused purely on price, with others we are witnessing a flight back to quality. This trend means a growing number of companies are now prioritising quality as one of their main requirements. Quality delivery is exactly what sets us apart and it s our ability to meet those needs by providing an exceptional service which is largely responsible for Norland s 23% growth this year. Whilst Norland has always been known for the strength of its hard services offering I am really pleased to say that we have won significant FM business over the last 12 months. One example is our work with Santander to deliver significant improvements in the way that the bank s facilities are managed and maintained. We are providing Santander with an integrated FM solution comprising engineering, cleaning, security, fabric maintenance, pest control, landscaping and compliance across a portfolio of 24 UK corporate offices. We will continue to invest in this area as an essential part of our overall service offering. We ve secured and grown some really exciting business in the year including Astrium, the NEC Group and Birmingham Airport. We have been appointed as one of 13 suppliers in the Mayor of London s RE:FIT energy efficiency retrofitting programme for public sector buildings in London and also to the NHS framework for energy efficient lighting which is estimated to save the NHS millions of pounds. Our international business has gone from strength to strength over the last 12 months and we will continue to invest in, and expand, this area of our business. Our US and Irish critical environment offer appeals to our data centre customers which often have a global footprint. We also secured some larger UK-wide contracts with multiple sites. These clients like how our CAFM and helpdesk work together with our hand-held technologies to deliver new efficiencies. Structuring the business As a result of our Business Unit structure we are now more agile, able to scale our business as needed and respond to new opportunities in the marketplace. Each of our business units now has project managers, energy advisors and soft services specialists so that all of our clients get the benefit of local expertise in these important areas. We have continued to invest in Norland s Major Projects business which has seen solid growth. A high-profile project in this area is our work with a global telecommunications provider to retrofit a large office building and a call centre. This project won the accolade of CIBSE Contractor of the Year. Norland continues to pave the way in QHSE and for the 6th successive year we have been awarded a RoSPA Gold award for safety. We ve introduced new technology in this area in the form of a QHSE dashboard and doubled the number of on-site QHSE audits. We ve also been recognised by the industry for extending QHSE best practice throughout our entire supply chain. 8 Norland Managed Services Annual Review

11 Paving the way in QHSE We were awarded the RoSPA Gold Medal award for the 6th consecutive year of exceptional health and safety performance. Norland has one of the UK s largest teams of Gas Safe registered engineers who are qualified to work safely and legally on gas appliances Energy Savings Our 300 energy engineers and consultants help our customers negotiate their way through the mire of energy legislation, cost increases and worry about supplies. They deliver quick payback and long-term savings day in, day out Norland Managed Services Annual Review

12 CHIEF EXECUTIVE S REVIEW CONTINUED New business areas In his address, our chairman mentioned our work with Astrium. Space and satellite technology is an exciting sector and one in which we have a highly compelling offer in the form of our market-leading service for critical environments. The Astrium contract joins other new business secured in this sector and we will continue to invest to expand our offering to industrial and manufacturing facilities. Last year we created new Business Units in healthcare, education and managing agents. These units have grown strongly in the year by focusing on the needs of their respective markets. Recent successes include Jones Lang LaSalle, Anglia Ruskin and London South Bank University. Business systems We continue to seek out ways to apply technology to improve the customer experience. We have rolled out Concept Evolution, a state-of-the-art Computer-Aided Facilities Management system allowing us to dynamically manage PPM and reactive works. Our new Performance Portal provides customers with all the information needed to run an FM contract. We continue to invest in our CERM critical engineering platform to make this a truly global product. Further development of our hand-held technologies has enabled us to provide an exceptional FM service to companies with large and dispersed estates. Jones Lang LaSalle instructs Norland on behalf of more than 30 separate clients. Norland manages M&E, fabrics, projects and energy services across more than 60 sites. The broad property portfolio includes shopping centres, commercial buildings and retail parks, as well as iconic buildings such as Bridgewater Place in Leeds and Barbirolli Square in Manchester Looking ahead This coming year we will continue to carefully listen to our customers and be uncompromising in our work to exceed their expectations and retain their custom. The current climate means there is no room for complacency so we must ensure we are truly deserving of our customers business at every level. Ultimately, quality service must remain an integral part of how we deliver our services to each customer. To do this we will continue to structure the business as close to the customer as possible, invest in exceptional operations and provide world-class support and systems to our business units. We will also continue to invest in our supply chain partners, QHSE, systems and, above all, our people, to deliver a great service that enables us to continue to grow. Ian Entwisle Chief Executive We will continue to structure the business as close to the customer as possible, invest in exceptional operations and provide world-class support and systems to our business units 10 Norland Managed Services Annual Review

13 Depth & breadth Norland is strong across many sectors with market specialists covering healthcare, education, heritage, data centres, manufacturing and research as well as retail, logistics, stadia, financial, media, managing agents and real estate... Planned, preventative M&E maintenance and reactive works Robust working practices adhere to the Health Building Note publications (HBN) and Health Technical Memoranda (HTM) We work with owners, their agents and tenants to create and maintain the most compelling, safe and compliant office space possible Norland Managed Services Annual Review

14 CORPORATE SERVICES Norland provide British Airways with a professionally-managed service at Heathrow terminal 3 & 5, Gatwick, regional sites in Manchester & Newcastle as well as BA s corporate offices and data centres Norland s Corporate Services capability is our proposition for large corporate organisations requiring a resident and dedicated management and FM team on-site. We provide a full range of FM services including mechanical and electrical engineering, building fabric maintenance and a portfolio of soft services which we either self-deliver, or deliver as a managed service. Clients may wish to take M&E maintenance or a bundled package of hard and soft services. Our integrated FM service is a flexible model giving our customers choice even down to which supply partners they work with. Corporate Services includes a number of vertical market specialist teams such as education, healthcare and managing agents. Our services include: > mechanical and electrical > planned and preventative > all soft services > energy efficiency services > extensive web-based information systems > building fabric maintenance Corporate Services has had another successful year in which we have worked closely with both new and existing customers to make a real difference to their businesses. We are proud about the contribution we make to Norland s strong name in the market and our absolute focus on exceptional service. Customer interaction The total commitment we show to our client base has continued to attract new customers. Our strong reputation for working in public-facing environments was a key factor in the NEC Group appointing us in a multi-million contract. We are providing services to, not only the NEC itself, but also the International Convention Centre, the LG Arena and the National Indoor Arena. No two days are the same at these venues and it is very exciting to be part of such an amazing team. Industry knowledge Over the last year we have continued to develop our business offer in a number of markets including managing agents, healthcare and education. We already work with some of the most prestigious properties in the world and we have recently added to this portfolio with our appointment by 30 St Mary Axe (the Gherkin) to provide services to their tenants and to the landlord, Knight Frank. Education is another sector in which we continue to go from strength to strength. As an example we secured a contract with Southampton Solent University for their 32 academic buildings and 8 halls of residence. As with many of our clients, Norland will be looking to introduce a range of innovations. 12 Norland Managed Services Annual Review

15 CORPORATE SERVICES CONTINUED Customer loyalty A true test of how well any organisation is doing is arguably its level of customer retention. We pride ourselves on delivering exceptional service which, in turn, translates into high levels of customer loyalty. We have many examples of customers like KPMG with whom we have worked since 2004 and who have recently renewed and expanded their contract with us after a competitive bid. People and processes Health & Safety remains vitally important. We have run a number of safety clinics and log-book workshops and by having a safety champion at each site helps to ensure we embed QHSE in everything that we do. We continue to recruit the best and are proud that all the Corporate Services business unit leaders have been promoted into their roles from within the company. All our staff benefit from the companywide commitment to coaching and training. As a result of our willingness to always go the extra mile, total commitment to compliance and not ever being satisfied with one-size-fits-all, Corporate Services has made a significant contribution to the company s overall growth and provided our customers with dedicated quality services for their businesses. Norland clearly understands it s all about the customer experience. We wanted to find an organisation whose level of expertise in their field matches our own in events and Norland certainly provide this Brian Pell, Director of Operations NEC Group Kevin Lynn Managing Director Corporate Services Good quality, well-maintained buildings are essential to excellence in teaching and research. Good FM is key to attracting new, and satisfying existing, students Norland Managed Services Annual Review

16 UK SERVICES I would like to express the thanks of the NHS Blood and Transplant facilities team... for the fantastic work and response provided by you and the whole Norland team to the major flooding incident last week. The time to bring the facility back into operation has been remarkable Wayne Tannahill, Regional Estates and Facilities Manager NHS Blood & Transplant Norland s UK Services capability is the ideal solution for clients with multiple, dispersed sites and who require a high-performing FM service with a mix of mobile and resident teams. Our national capability is delivered locally from 13 regional hubs. Depending on the needs of each client, we can manage the contract from any client site or, if preferred, out of one of our regional offices. Either way our leading-edge logistics and technology platform gets Norland s engineers to where they need to be fast. We offer M&E and building fabric maintenance right through to TFM including a full set of soft services like security, cleaning, waste, front-of-house, catering and grounds maintenance. Our services include: > mobile engineers & on-site team if required > latest handset & mapping/logistics technology > real-time customer management information > planned and preventative M&E > soft services and integrated FM > national coverage across UK & Ireland > 12 regional hubs > energy managers/engineers New wins Over the last year we have continued to strengthen our national service capability to meet the needs of those clients with hundreds of sites spread throughout the country. As a result we were appointed by a high-profile, public sector client with 386 different sites located throughout the UK. The mix of buildings within this client s estate is varied and includes four data centres with specialist maintenance needs. The contract gave us a wonderful opportunity to showcase the full scope of our offering. The healthcare sector continues to go through considerable reform. We have helped our NHS clients to novate over to the new NHS property services body set up by the Department of Health and maintained the high levels of service they have come to expect. Nationwide coverage We have reduced the amount of time our engineers spend on the road. More sophisticated route planning has led to labour savings, reduced fuel costs and less wear and tear. It has also allowed us to meet increasingly tight SLAs and provide better value and keener pricing to our customers as well as reduce our attendance times and improve first-time fix rates. Capital works Projects work has taken off this year with more and more of our clients wanting to make use of our detailed knowledge of their estates in the planning and execution of large capital works. One key success was a 3.5 million capital project for an NHS body along with the Everything Everywhere project for which we won CIBSE Contractor of the Year. People We have continued to invest in our people. Sixteen members of the UK Services team have taken part in the Institute of Leadership management awards and we have invested in five apprentices which are currently working their way through the Norland-wide scheme. 14 Norland Managed Services Annual Review

17 UK SERVICES CONTINUED Systems We have taken full advantage of Norland s commitment to business systems. The contract management portal provides our clients and contract staff with single log-on to key management documents and access to other Norland systems. Originally implemented for one of our large retail accounts, we have further developed it for other clients including Everything Everywhere and Scottish Power. Webquote is Norland s well-regarded and easyto-use system for preparing quotes for extra works. We have tailored the system to the needs of a number of UK Services clients who have been using it extensively and added some additional functionality, including the ability to attach specifications and drawings and improvements to the way information is exported. Mobile technologies and PDAs are vital to our ability to provide a responsive service and we have made a number of upgrades in this area too. State-of-the-art handset technology provides our engineers with the information they need and works with CAFM in real-time Industry participation Norland is a sponsor of the Home Counties region of the British Institute of Facilities Management (BIFM) with one of the UK Services Business Unit Directors acting as a BIFM non-executive Board Director. This increases our voice in addressing key issues in the industry and driving forward best practice. Controlled from a central helpdesk, Norland s fleet of mobile engineers provide national coverage throughout the UK and Ireland Tommy Meikle Managing Director UK Services Norland Managed Services Annual Review

18 CRITICAL ENVIRONMENT SERVICES Norland has vast experience of managing data centre facilities and importantly understanding the critical importance of zero downtime in these environments Stuart Sutton, CEO Infinity SDC Our Critical Environment Services capability maintains the mission-critical environments and infrastructure facilities fundamental to business; facilities whose failure would have a major impact on an organisation s brand through loss of profit, revenue and reputation. Often 24/7 operations, our highly skilled teams oversee and maintain the complex technical infrastructure of leading banking and financial institutions, data centres, manufacturing facilities, research centres and broadcasting production. Our services include: > Critical Environment specialists > Critical Environment Risk Management (CERM ) > CERMview : secure portal for managing risk > Complete ICT & M&E fit-out > Data centre fit-out Focus Effective CERM Consistency Compliance Right Culture Visibility Critical Environment Risk Management (CERM ) is about instilling the right culture and behaviours to effectively mitigate risk Learning During 2012/13, the Critical Environment Services division continued to build upon its reputation of being a premium provider for mission-critical environments. We support some of the world s leading enterprise data centres and co-location facilities, global banking headquarters and leading research and manufacturing facilities. New initiatives Steady growth this past year is set to continue as we expand into new market areas. This year has seen Norland advance in the critical manufacturing and networks market, with both Astrium and Ericsson choosing Norland to provide their facilities maintenance. We are now offering a mobile version of our critical service which will help customers with geographically-diverse critical environments to maintain their sites. ICT fit-out and converged services We are investing in major Information Communication Technology (ICT) fit-out projects led by our dedicated ICT projects team. Our largest fit-out to date has been a 3.5 million programme within a global financial services data centre. The project included the design, procurement, installation, testing, and project management of the complete ICT infrastructure. Our ICT fit-out service is part of our converged CE360 service which integrates mechanical and electrical maintenance with the management of the IT infrastructure. This converged approach provides the command, control and monitoring necessary to manage all aspects of the data centre. Human factors We continue to develop our product; our people. This year has seen some of the highest training hours completed by our employees. We pride ourselves on our tailored training programmes for engineers operating in critical environments. We offer specific courses such as Human Factors training, as well as a broad range of technical skills training. We also partnered with the Uptime Institute to deliver Accredited Tier Rating training. Our working methodology is based on risk 16 Norland Managed Services Annual Review

19 CRITICAL ENVIRONMENT SERVICES CONTINUED management, with our bespoke CERMview risk management platform being used across our customer portfolios to help reduce operational risk by up to 80%. Industry participation We continue to influence and work with the critical market, hosting various seminars around the subject of tier rankings and risk mitigation. These have been attended by key industry peers, with speakers including the Uptime Institute, Speechly Bircham and Terry Vergon. We look set to continue these seminars in 2013/14. Finally to keep as close as we can to our customers, we have opened up a new office in the Thames Valley an area with the highest concentration of data centres, IT and computing companies in Europe. This allows us to continue to provide excellent customer service, with our Norland infrastructure more accessible than ever. Norland has considerable experience in data centre mobilisation... Norland fit excellently with our own team of professionals. Richard Borton Operations Director Ark Continuity Tony Smith Managing Director Critical Environment Services A global financial services company selected Norland for the 3.5m fit-out of their new data centre. The 14 week project covered design, installation, testing and project management of a complete ICT infrastructure We are experts in working in controlled settings where the environment must be managed to tight tolerances Norland Managed Services Annual Review

20 INTERNATIONAL We operate bespoke country-specific delivery models, taking the existing success of Norland s customer experience and tailoring it to local markets. Norland s International business has implemented this approach across Europe and the US and as a result, it has made a positive contribution to the group s impressive overall growth. In Ireland, the company provides world-class facilities maintenance services to the large number of major multi-national businesses the Republic attracts. We provide a pan-european service via our carefully-selected, like-minded, FM partners based in EMEA. Additionally, Norland has taken its market leading services for critical environments to the US a country which has only recently begun to really embrace the benefits resulting from specialist services within the data centre market. Our capabilities meet the requirements for innovation, proactivity, flexibility and transparency expressed by US clients. The international business includes a broad portfolio of ICT, FM, data centre management, project management and M&E services. We continue to see a trend towards procuring data centre services on an international basis. Norland is uniquely placed to meet that requirement Our business operations in both Ireland and the US saw a very successful year and significant growth. Internationally, Norland ensure strong governance, compliance, supply chain performance and risk management whilst delivering operational consistency and enhanced service levels across geographical boundaries. We employ state-of-the-art business systems and IT to give customers total visibility across their global estate. Country-specific Norland works to country-specific delivery models which build on the existing success of the UK business and tailors it to the needs of other national markets. Our unique offerings, IT systems, world-class QHSE and supply chain practices are all rolled out in these new jurisdictions. Norland is well known for a culture which empowers its staff. Strong management and incountry leadership has helped to establish the same cultural qualities in Ireland and in the US. Ireland Our Irish business grew by approximately 40% this year with significant customers added in the manufacturing, technology, banking, software, data centre, commercial offices and professional services sectors. We offer the full Norland portfolio of services from our offices in Ireland. This year, growth has come from FM, engineering, major projects and energy management. The market has been highly receptive to Norland s focus on innovation and solutions built around quality. We have continued to raise our profile through supporting key industry conferences and trade shows on topics such as energy management, data centre best practice and FM models. We have also worked to proactively build strong industry relationships. We were founding exhibitors and influencers of the FM Ireland Show and we also opened and chaired the Data Centre Ireland conference. 18 Norland Managed Services Annual Review