Stakeholder relations
CUSTOMER RELATIONS
Proposal of suitable commercial solutions
VINCI takes account of sustainability in every sphere of its customer relationships:
· establishing high quality customer relations at the earliest stage possible of a project;
· offering services and products with built-in social and environmental added value;
· assessing and addressing the societal impacts of its services.
When responding to tenders, Group companies increasingly include life cycle analysis of their projects and take social and environmental factors into account, thereby addressing the needs of public and private-sector contracting authorities and end users.
This approach, which is already quite common in international tenders, is becoming more frequent within the framework of public-private partnerships (PPPs), which call for factoring in the environmental performance of buildings and infrastructure in operation right from the design phase.
Sustainable development and customer relationships: the Orleans Tramway
Eurovia's construction of a second tramway line in Orleans, France, placed considerable emphasis on creating good relationships with future passengers.
The agency set up a freephone number and assigned agents to liaise with local residents. Great efforts were made to ensure that residents would not be overly impacted during the construction phase. The site was clearly marked out for safety purposes and was also kept clean and tidy. Information was provided to shopkeepers to help their delivery schedules, and access routes were kept open for fire fighters, street cleaners, health workers making home visits, and so on.
Sustainable development was very much a core consideration during construction of the new tramway: creation and preservation of 3,000 jobs; improvement of the city centre environment; a green transport system and the encouragement of bicycle use to reduce private car usage; creation of an eco-neighbourhood on a greenfield site east of Orleans; creation of transport links for poorly served neighbourhoods; consultation with all relevant stakeholders, and so on.