SERVICES PROVIDED BY SGS
- Security personnel
- Out Of Hours Delivery officers
SGS were awarded River Island’s National security contract on July 1st 2016.
Within the contract were two areas of concern. ADHOC guarding: this provides guarding out of hours for store refits/alarms etc. response times are to cover nationally within two hours of a request being submitted to SGS helpdesk. All cover is recorded and penalty clauses for failure to deliver have been placed within the contract due to previous failures from the exiting incumbent.
SGS have increased the coverage to 100% without any penalties. This has reduced River Island’s costs as if a ‘no show’ failure occurs costs are also passed to River Island from the cancellation of the contractor on site. Savings through the year estimate to be around £40K due to constant coverage of ADHOC requests.
River Island introduced Out Of Hours deliveries within the tender process. River Islands old model had additional members of staff working throughout day to take stock control and replenish stock onto the shop floor.
‘New Day’ process is for SGS to provide two officers per route, with a branded vehicle to attend store throughout the night on specific routes. Officers would take stock counts, take the delivery and leave in the store for stock to be replenished during the day without the requirement of taking deliveries, stock counts and additional staffing levels. River Islands focus is to have all staff on the shop floor replenishing and acting as a full ‘customer service colleague’.
This will save River Island over £100K per annum on additional staffing, additional deliveries and increase their own customer service levels.
Again penalty clauses have been added to the contract as a fail-safe for River Island. Currently 8 routes are delivered to River Island with the view all 285 store to have been included in a route by 2017. This will impact again on cost savings within the river Island group.
Chief Operating Officer