DERICHEBOURG - Universal registration document 2019-2020

1

CSR report (serving as statement of extra-financial performance) Consolidating relationships of trust with our partners

Derichebourg Multiservices, through its “Service Excellence” programme, sees customer relations as a new approach based on the delivery of a service. This approach includes services attitudes, and “soft skills” that comply with the relational interaction requirements with prospectsand customers.

Delivering serviceexcellence 1.7.2.2 A customer service-based organization has been developed. This involves implementingISO 9001 certified quality managementsystems that guaranteecompliancewith standards.

Percentage of sites/branches 2020

Group

2019

ISO 9001

72.6%

70.5%

This company program includes a training course in which each employee learns the basics for a personalized service, and thus develops the key skills needed to deliver the service properly and look after the customer.1,285 peoplehave been trained in the principlesof this approachsince its launch. The service commitmentlevels implementedenable the level of service provided to be measured. An annual survey carried out by the QSE Departmentallows the customer satisfactionrate to be calculated.Our customers rate the service level at 8.3/10 on the basis of more than 4,000 customerssurveyedand with a responserate of 86.5%. As part of the service excellence initiative, the measurement of customer perception is changing. A new assessment system has been implementedfor the DerichebourgPropreté subsidiary. Its objective is to assess overall customer satisfactionand to identify their aspirations. Individual interviews were also carried out with the top 50 customers. Our aim is to roll out this qualitative method to all Derichebourg Multiservicessubsidiaries. Derichebourg Multiservices builds on the Derichebourg Group’s IT Department skills to implement information systems that meet the needs and specific features of DerichebourgMultiservices’ customers, whilst ensuring compliance with best practices in the fields of safety (physical, logistical, organizational, etc.), integrity, availability, reversibility,control and monitoring. Several information systems for customers have been developed, notably for Derichebourg SNG, Derichebourg FM, Derichebourg Propretéand DerichebourgÉnergie. For example, as part of Facility Managementservices, MyDBox, a new customerrequestmonitoringportal, has been set up, enablingrequests to be monitoredby means of the service catalogportal. It is possible to view whether the request is on-going, fulfilled or closed in real time in its environment and to view, via indicators, compliancewith “Service Level Agreements”(SLAs). The request declaration can be made through the portal, a mobile application, via QR codes or sensors (DOD Program– DerichebourgOn Demand)accordingto the customer file organizationand the proposed modules. The data collected can also be made available in the customer’s tools, on Building Information Modeling (BIM) platforms or Computer Assisted Maintenance Management (CAMM) software for multi-technicalmaintenance. The information system developed for Signage business Dclic enables real-timemonitoringof service completion.

DerichebourgÉnergiehas introducedAdvizeo,a softwareprogramthat enables energy consumptionat customers' sites to be monitored. This year Derichebourg Propreté launched its new tool, My Pilot, which provides customerswith informationregarding the monitoringof their services. The Covid-19 pandemic is forcing companies to rethink the organizationof their buildings and reception areas in order to protect the health of building occupants. Derichebourg Multiservices has developed a range of flexible and modular solutions with its “serenity offer” to help its customerslimit the risks of infectionon their sites and guaranteecontinuityof service in a safe and healthy environment.This offer provides a reliable working environment for customers and their employeesthroughprevention,protectionand disinfection. Prevention: solution for remote temperature taking via a stand-alone thermal ● camera; Protection: remotemonitoringof propertyand people; ● remote receptionby remotecontrol and using cobotic terminals; ● mobile surveillancerobotics; ● building automation (opening of doors and windows, access, air ● conditioning,etc.); automatedand remotelycontrolledLED lighting; ● smart lighting ● camera flow counting; ● remotecall managementby call center; ● temporarystaffing,employmentadjustmentvariable. ● Plexiglassprotectivescreenswith hatch; ● “no touch”sanitizergel dispensers; ● preventivehygienematerials(masks, sanitizergel). ●

Disinfection: automatedcleaning(roboticsand flow sensors); ● disinfectionservices; ●

signage& cleaninground indicator; ● air treatmentand renewal alerts. ●

DERICHEBOURG p 2019/2020 Universal Registration Document 55