The most efficient way to win business is to renew existing contracts.

We are intent on delivering value to clients so that they want to extend their relationships with us. As a result, we successfully renew the great majority of contracts when they come up for renewal.

In our 23 year history we have only failed to renew 2 of our material contracts (defined as generating more than 1% of the preceding year's revenue). We have no material rebids until 2009.

We share thinking and expertise across our operations to ensure that we can provide clients with the highest standards of service. By delivering operational excellence and added value for our clients and their customers we achieve high client retention rates. We also create a pool of positive referees who provide powerful support to new sales initiatives.

We aim not just to keep existing relationships, but to grow them. Many of our clients have awarded us additional work, once they have experienced the quality service and added value we deliver. Not only do we broaden existing contracts but we are also successful in winning multiple contracts from our clients.

We agree detailed service standards and key performance indicators to measure the improvement in service to clients and their customers. On our largest contracts, strategic partnership boards help both parties understand each other’s needs better. As a result, clients find that outsourcing gives them more control over support operations, not less.

Responding to competitive pressures

We believe stable, healthy competition stimulates innovation and promotes choice. Because our range of services is so wide, we face a variety of different competitors in our 9 chosen markets: this reduces our exposure to competition in any one area.

There are significant barriers to entry for new participants in all our markets: our own knowledge base and geographical and technical infrastructure have taken over 20 years to build. When clients outsource large scale functions or services they want to partner with an organisation with a solid financial and performance record. Our strong balance sheet and cash flow provide reassurance that their service is in safe hands. Our proven record of ethical and socially responsible behaviour and strong governance is also a competitive strength.