PUBLIC SECTOR - Arco

Case Study:The Defence Scienceand Technology LaboratorySupplier toFramework Agreement Number: RM632/L5For example 99% ofpackaging waste at theNational Distribution Centreis sent for recycling.As we were awarded thetender, Arco began to workon the system to systemintegration. Dstl is a highlysecure agency and therewere many I.T. relatedchallenges to overcome.One of the first activitiesfor the Arco team was tovisit the Dstl sites and meet the people who would be usingour products.We organised a road show to visit all of the sites soemployees could meet the team and ask any questionsthey might have had. This was to try to ensure a smoothtransition to Arco products from their previous supplier.This key contract went live in September 2011 and sincethen has seen Arco supply products such as footwear,eye, hand and ear protection and a range of clothing.We have also been working with Dstl on a range ofbespoke coveralls. The relationship is working well andwe look forward to continuing to supply Dstl with specialistsafety products and use our expert knowledge to keep“The service and quality ofproducts Dstl receives fromArco is excellent. They havea team of dedicated AccountManagers and customerservice representativesavailable to Dstl at all times.Our end users are very happywith the advice and productsthat are available to them;if Dstl has the need for aspecialist requirementArco’s technical expertiseof product knowledge isvalued, with many visitsto our end users to ensurethey are receiving theright goods.”Claire Maclean, Category Manager& Deputy GPC Manager at Dstl.© Crown Copyright-MOD 2005their sites safe.Dstl is a Trading Fund of the Ministry of Defence(MOD) maximising the impact of science andtechnology (S&T) for the defence and security ofthe UK. It comprises the Government retainedelements of the former Defence Evaluation andResearch Agency (DERA).Dstl is currently based at four sites: Porton Down, PortsdownWest, Fort Halstead and Alverstoke (Institute of NavalMedicine, INM). Dstl has circa 3,500 staff based at a varietyof locations both within the UK and internationally.The Defence Science and Technology Laboratory (Dstl) rana mini competition through GPS to find a supplier for theirPPE and specialist protective clothing.Dstl was clear about what it was looking for in a supplierand so was quite specific in its PQQ.One aim was for an online ordering system which couldwork with their in house purchasing system. Arco workwith several customers who use online ordering and our I.T.systems are able to work with a number of e-procurementplatforms and systems. We are also able to offer hostedcatalogues or punch-out alongside order and invoicing sowe were confident that we could meet Dstl’s requirements.Dstl also wanted the option to have some of the workwearon its product list branded, so suppliers had to be able tooffer this service. The Arco Clothing Centre (ACC) providesthe capability to embroider or heatseal clothing in-house.Other key requirements included a high level of customercontact to keep Dstl informed of any issues with its orders.Arco has a structured account management system,depending on the size of the business and the level ofcontact required. All public sector contracts are overseen byour Public Sector Sales Manager, to ensure we provide allorganisations with a transparent service. Each site gets itsown account manager, based on their geographical location,who is responsible for the day to day running of the account.All orders are handled by one of our experienced customerservices administrators in their closest Arco location.One of the key objectives for any Government organisationis to be environmentally aware, using environmentallyfriendly products and processes where possible and beingconscious of packaging. Dstl specified in its PQQ thatsuppliers must be environmentally aware and conform withDirective 94/62/EC on Packaging and Packaging Waste asdescribed EN 13427 to 13432.Environmental sustainability is really important to Arco andwe have a number of ongoing projects to help us achieveour goals. These include initiatives to make productpackaging improvements as well as waste and energymanagement schemes.9www.arco.co.uk10