|Goals 2015||Progress 2010||Progress 2011||Progress 2012|
|Empowering Clients: Develop sustainability services to support our advanced clients and the industry shift toward improved sustainability performance|
|Increase market share of events about CSR, Energy and Sustainability||15 events organised||89 events organised||153 events organised|
|100% of top10 MCI accounts to include sustainability clauses in MCI contracts||0%||0%||Not yet measured|
|Increase customer satisfaction to a Net Promoter Score of 51||Not measured||Not measured||Net Promoter Score of 48|
Quest for Quality
The sustainability of MCI as a long-term business is contingent on the value we bring for our clients. In 2012, MCI launched a company wide client satisfaction measurement program. Inspired by the Net Promoter Score® methodology , we are implementing a formal, systematic and proactive process to capture the “voice of our customers”. We selected to measure five criteria that drives the customer experience working with MCI: these are quality of services, quality of relationship, right team, value for money and willingness to recommend.
In our first year of measurement, MCI earned a Net Promoter Score (NPS) of 48. None of our competitors or peers are using this system so it has been a challenge to find an acceptable industry benchmark to evaluate this performance. Instead, we have set ourselves a 2015 global goal to reach a NPS of 51.
To help us on our quest for quality and to improve the group and individual office Net Promoter Scores we are regularly analysing performance and making the required organisational and process changes. Improvements will be supported by formal training and on the job coaching and mentoring. To motivate our Talent in 2013 we launched the “Customer Satisfaction Award” which recognizes our highest performing offices for their outstanding customer services.
Alongside our commitment to quality, we challenge and encourage all our clients to execute their projects with us in the most sustainable way possible. For those clients wishing to be leaders in responsible business, in 2008 we created MCI Sustainability Services; a dedicated business unit focused on providing strategic advisory services. Our experienced consultants work hand-in-hand with organisations seeking a competitive advantage, to help them better engage stakeholders, improve operational efficiency, accelerate innovation and increase return on investment. Our global team works equally with associations, government, destination marketing organisations, congress centres, hotel chains and corporate clients to integrate sustainable business practices for the benefit of businesses and the community.
Our services include:
|Sustainable Event and Venue Consulting|
|Strategy creation and development|
|ISO20121 Management System development and implementation|
|Preparation for ISO20121, APEX and GRI Certification|
|Training and education|
|Measurement and reporting|
|Sustainable Destination Consulting|
|Strategy development & stakeholder engagement|
|Market analysis & research|
|Measurement strategies & GRI reporting|
|Sustainability communications & brand development|
|Meeting design & content animation|
|Programme & content development|
|Sustainable design, print and build consulting|
|Sustainable development projects|
|Talent Engagement and Performance Consulting|
|Employee sustainability engagement, reward and recognition programmes|
More information on our portfolio of systems, tools, methodologies and success stories.
Continuing our efforts to support organisations in promoting the transition to a more sustainable and responsible global economy, MCI organised over 153 events around energy, corporate responsibility and sustainability. MCI Sustainability Services and our local offices have been building relationships with many of the most important ESG (Environmental, Social and Governance) and Green Tech focused organisations around the world.
In 2013, MCI will provide event management and strategic advisory services to the Global Reporting Initiative, the UN Global Compact headquarters and various local networks, Symantec, Business for the Environment (B4E), the Responsible Business Forum and many more.
Driving Change through Collaboration: EU Presidency
For the first six months of 2012, the Danish Government held the Presidency of the Council of the European Union and hosted over 150 events. With a vision to organise the first sustainable European Union Presidency, MCI Sustainability Services consulted the Danish Government and partners on this ground breaking series of sustainable events.
Coined by press as the Tap Water Presidency, due to the focus on environmental best practice and money saving, in June 2012 the Danish Ministry of Foreign Affairs became the first organisation in the world to achieve externally verified certification to the new ISO20121 sustainability standard. The holistic sustainability approach saved the Danish government millions compared to previous presidencies.
Considering the scale and complexity of organising the EU Presidency, this pioneering project was the most ambitious sustainable event certification project ever attempted in the business and Government events sector. The project resulted in a saving of 50 millions Danish Krone and left a powerful legacy of collaboration, innovation and sustainable development.
The budget restraints and complexities involved in organising so many diverse events required a smart, efficient and flexible event management system. Under the guidance of MCI, the ISO 20121 standard helped align the sustainability goals with practical business processes in a sensible and logical way. The ISO approach and our sustainable practices saved us money while enhancing the quality for which Danish events are known.”
The ground-breaking achievement of the project was noted with it winning the prestigious IMEX GMIC Green Meetings Award in May 2013. Read the full case study.
The Power of Taking Action: Symantec
Having produced over 30 Sustainable event reports, MCI has become a leader in developing sustainable event strategies, measurement systems and reports. For Symantec, the fourth largest software company in the world, MCI Sustainability Services is advising the US and European event teams on the development and implementation of a global strategy to reduce the environmental impact and improve the economic and societal value of their events.
The collaboration with Symantec commenced at their “Vision” event in Barcelona, with the review of sustainability procedures, the production of a sustainability report and recommendations for strategic improvement. Highlights of Symantec’s progress included:
- $40,000 of cost savings were made through the Sustainability Programme.
- The venue, all key suppliers and 59% of the hotels provided sustainability measurement data.
- Carbon emissions were measured at 1,015 tons CO2e.
- 55% of event waste was diverted from landfill.
- 55% of all food served was sourced locally.
- $15,000 was donated to community projects.
- Attendee satisfaction with the sustainability initiative was evaluated at 78%.
Working with MCI helps us to think more strategically, to be more ambitious and to achieve bigger results in a more efficient manner. Their expertise and experience helps us go further and faster. They have become a core member of our team.”
Convening to Protect Biodiversity in India: United Nations and the Indian Government
From 1-19 October 2012, MCI organised the Eleventh Conference of the Parties (COP11) on the Convention on Biological Diversity. Celebrated in Hyderabad and hosted by the Indian Ministry of the Environment and Forests, the event drew over 11,500 participants and featured over 900 sessions.
Key results of the sustainable event programme included:
- 91% of waste diverted from landfill
- 90% of catering sourced locally in India
- 493,600 250ml bottles of water recycled
- 1791 gifts donated to children in need
- Over 80 NGOs engaged in the event
Please read the Sustainability Report for more details and see our short video summary of this, one of the largest multinational events ever to be organised in India.
Scaling Up – RIO+20
In 2012 we continued our support of the UN Global Compact by organising the Corporate Sustainability Forum at the RIO+20 Conference. This high level leadership event attracted over 2700 participants making it the largest business sustainability event ever organised and a landmark event for the Global Compact. More information in the Forum Outcome Report.
MCI Sustainability Services implemented a sustainability strategy than resulted in the Forum becoming the first “Paper Smart” event of the United Nations. Paper usage was reduced to almost zero through clever meeting design and the implementation of a Mobile App. More details on the sustainability strategy are available in the Rio+20 CSF Sustainability Report.
Supporting Diversity in Hong Kong
Our Hong Kong office was appointed event consultant for the Diversity & Inclusion in Asia 2012 Conference. This marks the fifth conference already addressing a broad range of issues on generations, disability, sexual orientation and gender identity in the workplace.
Through this conference, the organisers hoped companies could create a culture of inclusion where differences are truly valued and leveraged for sustainable business success.
Supporting Transparency in Australia: Global Reporting Initiative
As a passionate believer in the business value of sustainability reporting, our Melbourne office supported the Global Reporting Initiative (GRI) to organise the first Australian Conference on Sustainability and Integrated Reporting.
The event brought together 250 business and Government leaders from 11 countries to discuss and plan the transition to mainstream sustainability reporting.
Supporting Local Communities
MCI Geneva organised a meeting in El Jadida, Morocco for a major international laboratory, gathering the top managers from each country. Together they carried out humanitarian work as a team-building exercise; including repairing and refurbishing an orphanage, an institution for the mentally handicapped and two boarding schools for students from rural areas.
The MCI team instigated office initiatives to gather clothes, shoes, toys and supplies for the school and collected 300 kg of gifts that were shared with the Dar Talib school and Home to 140 boys between 8 and 24 years old, most of whom are orphans from poor and rural backgrounds. The boys’ living conditions are extremely rough and thanks to the collection, we were able to offer them clothes, blankets, school supplies and a cooker. In addition the client supported the women of Dar Taliba school, providing them with clothes and school supplies, replacing their old lockers with beautiful wooden ones which were varnished by the clients’ employees during their humanitarian activities.
Cardboard Exhibition Stand: European Respiratory Society
For the European Respiratory Society (ERS), our creative experts designed and built a stand made of 100% recycled cardboard. This not only used less of the earth’s resources but also ensured the weight and volume was vastly reduced, lessening the Co2 emissions, ecological impact and cost of transportation and storage.
The stand featured 200sqm of 100% recycled booth structure up to 4m height, with 4 different areas including bookshelves, desks for computers, seating zones and a central desk all made of cardboard. The client and our team were deeply proud of the construction.
Sensory Garden for Dementia Sufferers
Our UK team involved Groundwork London, to build a sensory garden in the exhibition hall of the 27th International Conference of Alzheimer Disease International. This feature gave the event attendees who suffer from Dementia an oasis of peace and tranquillity during the event. The sensory garden was so popular that post-event it was relocated to the East End of London on a derelict plot awaiting development. This meant a neglected space was transformed into a community garden and horticultural training centre, providing a sanctuary and reflection space for the entire community as well as raising awareness of dementia in our society.