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Envirodoctors Around Australia
Wherever you are in Austrlalia there is
an Envirodoctor nearby to help:
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1.1 Welcome
1.2 Contacting Us
1.3 A Changing Workplace
1.4 Why a ‘Client Package’?
3.1 Facilities
3.2 Research
3.3 Environmental Policy
3.4 Product Development
4.1 Vehicles
4.2 Staff
4.3 Products
5.1 National Service
5.2 Web b-0 Based Facilities
6.1 Risk Assessment
ATTACHMENTS
Attachment 1 Material Data Sheets
Attachment 2 Worker’s Compensation Certificate
of Currency
Attachment 3 Safe Work Method Statement
Attachment 4 Maintenance Frequency Form
Attachment 5 Quality Policy Statement
Attachment 6 Quality Assurance Review Form
Attachment 7 Public Risk Certificate of Currency
Attachment 8 Water Restriction Exemption Advice
1.0 INTRODUCTION
1.1 Welcome
We would like to welcome you to the Enviro Doctor
experience.
We will do everything in our power to make it
a thoroughly enjoyable one.
This then is our client package that we hope fully
acquaints you with our corporate policy and the
service that you can expect from Enviro Doctor.
Attached is a copy of your agreement with us
(see attachment 10).
1.2 Contacting Us
For your ease of dealing with us we would like
you to feel free to contact any of the following
key personnel relating to their respective areas
of responsibility.
Should you be uncertain as to who you should
speak with then you can always call Brett Casben
on 0438444601 otherwise:
• For operational matters regarding service
times, or plant replacements Sharon Hor 0438444608
• For client liaison matters where you may
require to vary the service level or you are wanting
assistance with further requirement Sharon Hor
on 0438444608
• For business development relating to ongoing
business relationships and tender submissions
Brooke Brooks on 0438444603
• For account enquiries, payments and all
banking details David Johnson on 0438444602
1.3 A Changing Workplace
The world may have changed on September 11th
but the facility management industry was in a
state of flux long before that. The main drivers
were the exponential growth in the information
industry and the coming of age of the Facility
Management Profession now represented by chairs
in more than five Universities in Australia.
Unfortunately many allied services have been
less open to the changes wrought than facility
management practitioners might have wished, among
then our own Horticulture Service Industry.
When Nick Griener launched the first National
Facility Audit in 2000 he commented that while
the Facility Management Industry had been very
successful in ‘winning back the (work) space
it was now up to them to make sure that it worked.’
Enviro Doctor is committed to providing plant
life into the commercial environment as one proven
measure for contributing to the ‘working
space’. The presence of plants has always
made a positive contribution to that environment
• providing air filters
• acting as natural humidifiers
• being both emotionally calmative and imaginatively
stimulatory
• softening an otherwise hard edged environment
• being physically restorative
• spatially defining
• demonstrating a welcoming ambiance
• contributing to the character of a space
These attributes have not always been well understood
and have often been overshadowed by less positive
aspects of their use and management
• the need for regular care and maintenance
• uncertainty in their growth and health
• difficulties in controlling the level
of service
• difficulties in identifying asset numbers
and cost center allocation.
Enviro Doctor has been at the forefront of the
Horticulture Service Industry in promoting the
benefits of plants and addressing these issues
• we have consistently supported research
into the care and use of plants in the workplace
developing a proprietary pest & disease control
and nutrient supply in Envirosheen & Envirosustain.
• being a founding member of the Facility
Management Association, member number 25, we have
regularly participated in forums and seminars
related to the provision and control of facility
related services.
Enviro Doctor now has in place the infrastructure
to provide a comprehensive plant care response
nationally throughout capital and regional Australia.
In 2001 we conducted a comprehensive analysis
of our e-commerce functionality under the auspices
of the NSW Department of State and Regional Development
and are committed to the implementation of a full
on line ordering and reporting system.
1.4 Why a ‘Client Package’?
Foundational to Enviro Doctor’s service
response is the knowledge and care of plants.
Plants are living material; it is that very aspect
that makes them so valuable a component of the
work place. It also means they need specialist
care. Some people can almost instinctively take
care of plants many others can’t get the
hang of for love nor money. In the workplace,
however, there will always be a need for professionals
to do the job. When all is said and done the workplace
is there for its occupant to carry out their work,
the plants are only ancillary to that and ultimately
when things get busy, as we all hope they will,
plants will be overlooked.
They are also not entirely predictable in their
response. They will never be quite as contrary
as our computers are apt to be and with the right
care and knowledge they are easily managed but
there will be failures of that it can certain.
Enviro Doctor makes no claim to perfection only
to commitment.
When there is a failure it is the speed and level
of our response that our clients can take comfort
in and unlike our competitors we retain total
control of the service including the churn rate
in plant replacement. This stands as a key differential
in our service to that offered by our competitors,
ownership and control of the investment.
Bearing this in mind Enviro Doctor has taken
one step further in developing a professional
response to plant services in the workplace by
developing its ‘CLIENT PACKAGE’, unique
to Enviro Doctor.
It is designed to ensure that you know what to
expect from our service, giving you a measurable
outcome, and enabling you to monitor the delivery
of it to that expectation and beyond by way of
a joint quality assurance review mechanism.
We make no apology for the fact that it is not
a glossy pictorial brochure. It is a suite of
working documents that is itself evolving. Enviro
Doctor can never hope to foresee all the circumstances
that might be addressed by such documents and
so they will change as needs may determine.
2.0 INDUSTRIAL RELATIONS
In June 200 Enviro Doctor introduced a registered
form of AWA which would achieve for the company
a predictable forward commitment in terms of wages
and promote longevity of service with reduced
staff turnover. It was formally put into place
in October.
In January of 2002 the company put forward a
proposed performance appraisal based on 23 task
assessments with rewards according to level of
achievement. In the first review period two technical
service staff achieved silver with a third achieving
it in the second period of assessment.
In September 2002, on the anniversary of the
AWA the company successfully renegotiated it to
include the performance appraisal.
In the year December 2001 to 2002 turnover among
technical service staff was nil, sick leave was
at <20% of allowance.
We believe that by offering better than industry
average earnings combined with measurable performance
incentives we have achieved a high level of staff
satisfaction with resulting long term benefits
to the company in reliability of service and high
levels of performance.
3.0 ENVIRONMENT
3.1 Facilities
Enviro Doctor may have been one of the first
to suffer the effects of climate change if the
severity of our summers and resulting bush fires
are seen as possible outcomes. The company lost
its growing nursery to the fires of Christmas
Day 2001.
The recommissioned glass house now incorporates
full internal climate control and irrigation.
We have now made use of our national presence
to supplement our stock provisions from Darwin
in order to optimise availability.
3.2 Research
Enviro Doctor was a representative at the SEDA
seminar on developing the
commercial building energy rating scheme which
has since been successfully
implemented. Our submission in relation to carbon
credits for interior and
exterior gardens was not successful however with
the renewed interest in the
Kyoto Protocol Enviro Doctor will continue to
press for credits in respect of
living plant material in commercial buildings.
We will be working closely with
Dr Bill Wolverton in the United States to determine
an appropriate credit base.
Present indications are that a standard floor
specimen (300mm unit) would equate in carbon fixing
to the energy consumption of 2-3 computer work
stations.
3.3 Environmental Policy
In terms of the environment in which we service
plants Enviro Doctor has a policy of using only
non toxic products in the internal areas and product
data sheets are prepared in respect of all chemicals
in use, indoors and externally. They form part
of the client package (see attachment 2).
3.4 Product Development
Enviro Doctor has developed its own proprietary
brands of pest and disease inhibitors and fertilizer
supplements which are suitable to the interior
conditions and these are to be marketed through
general nursery outlets as well as being available
on the company web site.
4.0 CORPORATE IMAGE
4.1 Vehicles
Enviro Doctor is very committed to maintaining
a corporate image both appreciating its impact
on security aspects as well as the fundamental
need for coherent response within the company.
The company fleet is clearly identified through
corporate signage.
4.2 Staff
All staff are issued with corporate uniforms
and carry photo ID. All direct agent are issued
with the same and all co-agents, affiliated plant
service companies are instructed to have the relevant
staff carry photo ID.
4.3 Products
The company has developed its own proprietary
products for pest and disease control and nutrient
supply and all applicators are similarly branded.
Samples of the product are included in this client
package.
All internal planter units supplied by the company
are branded for identification and ease of audit.
All information is similarly branded, refer to
attached water practice pamphlet (see attachment
3).
5.0 INFRASTRUCTURE & TECHNOLOGY
5.1 National Service
Enviro Doctor’s major investment in infrastructure
has been the creation of a network of plant service
providers covering both capital and regional Australia,
nation wide which can provide an effective standardized
plant service wherever required.
Unlike our competitors we retain ownership of
the contract and therefore retail control of the
most variable factors in plant servicing, the
frequency and level of service and the churn rate
in plant replacement.
We have established nursery holding facilities
in Sydney, Melbourne, Adelaide, Brisbane Perth,
Darwin and Canberra which are able to service
all capital cities.
In addition we have developed extensive supply
lines through North eastern NSW, southeastern
and north Queensland and Northern Territory giving
us unparalleled access to product supply.
5.2 Web – Based Facilities
Enviro Doctor is also committed to developing
a web based interface providing comprehensive
on line purchasing and reporting procedures. In
2002 we completed a full review of the potential
web interface through the Department of State
and Regional Development.
6.0 OH & S
In July 2002 Enviro Doctor signed agreement with
Australian Business Limited to participate in
structured OH & S programme extending over
thirty six months to gain premium reduction under
the WorkCover scheme.
In December ABL conducted its authorized audit
and approved Enviro Doctor for the Worker’s
Compensation Insurance relief benefit. Worker’s
Compensation Insurance Certificate of Currency
is attached (see attachment 4)
Two of Enviro Doctor’s senior staff are
endorsed under the scheme.
6.1 Risk Assessment
In addition Enviro Doctor has developed its own
risk assessment process applied to all sites comprising
Safe Work Method Statement (see attachment 5)
and Maintenance Frequency Form (see attachment
6).
Its purpose is to ensure that we identify and
address all potential areas of risk both to our
own employees and to other site users thereby
allowing us to give appropriate assurances to
you the client that these matters have been addressed.
7.0 QUALITY ASSURANCE
Pursuant to Quality Policy Statement under Australian
Standard AS/NZS ISO9002 (see attachment 7) Enviro
Doctor has developed a process for a joint quality
assurance review mechanism. The Quality Assurance
Review Form is attached (see attachment 8) and
will be subject to review in company of a senior
member of staff and the client’s nominated
person at intervals as agreed between the parties
at the settlement of the agreement.
In addition the company has developed a performance
appraisal as referred to under the earlier head
of Industrial Relations which forms the basis
of an extensive half yearly review procedure.
8.0 FINANCIAL VIABILITY
While Enviro Doctor still qualifies as a small
business with turn over at less than four million
nevertheless it boasts an enviable financial background.
The trading Entity, International Gardens Pty
Ltd was formed in 1967 and has traded continuously
since in the nursery allied industry.
Its holding company, Ackerman Investment was formed
in 1954 and is the sole beneficial owner of the
subsidiary, WA Casben Investments Pty Ltd which
company owns the buildings forming the offices
at Mortlake from whence the company operates.
The company’s bankers, St George Bank Ltd
have serviced the company’s business for
the past five years and is by way of third party
agreement the largest client of Enviro Doctor.
The Company’s solicitors are Lewarne &
Goldsmith of Parramatta and its accountants are
Camelleri & Associates also of Parramatta.
Enviro Doctor carries Public Risk Liability to
twenty million dollars, Certificate of Currency
is attached (see attachment 9)
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