equiniti ezine july 2014
DESCRIPTION
The latest news from Equiniti and the wider group.TRANSCRIPT
> july 2014
inside this issue:
EZINE
share registration conference 2014●Discussingthebiggestissuesintheindustry●Boardevaluationgoesunderthespotlight●Thechangingroleofthecompanysecretary●TalkingcorporatereportingwiththeFRC
update●JohnHeatontalksshareregisteraccessrequests
essentials●EquinitiEmployeeSharePlansDiscussionForum●SAYEbonusratesettorise●FinanceBill2014-2015●HMRCemployeeshareschemesstatistics●ESPPortaldevelopments●Serviceexcellence
the equiniti share registration conference 2014
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EquINItI EZINE > JuLY 2014CONFERENCE
Another impressive line-up of stimulating and informative speakers brought the industry’s biggest issues to life at our annual conference in London
Afteranotheryearofchangeandchallengeforcompanysecretaries,theEquinitiShareRegistrationConference
2014offeredachancetocatchuponthelatestdevelopmentsandtouchbasewithcolleaguesacrosstheindustry.
Equiniti’sStuartEllen,ManagingDirector,RegistrationServicesandnewChiefExecutiveOfficer,GuyWakeley,welcomedahostofspeakerstoaddressapackedauditoriumatTheMayFairHotelinLondon.
Theagendacoveredthefutureofboardevaluation,anupdateoncorporatereportingfromtheFinancialReportingCouncilandviewsfortheevolvingroleofthecompanysecretary.AninformativekeynoteaddresswasdeliveredbyBBCjournalistTanyaBeckettonthestateoftheUKeconomyanditsimpactonUKPLCs.Inthismonth’se-zinewepickoutsomeofthekeyissuescovered.
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Who Watches the Watchmen?
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EquINItI EZINE > JuLY 2014CONFERENCE
With the board evaluation sector itself under close scrutiny, Seamus Gillen, a former Policy Director at the Institute of Chartered Secretaries and Administrators, opened the debate over plans for a new code of conduct at Equiniti’s Share Registration Conference
“Weneedtorestorethereputationoftheboardevaluationsector.Itisdamagedatthemoment,andwe
needproperoversightandaccountability,”SeamusGillentoldapackedaudienceatEquiniti’srecentShareRegistrationConference.
Seamuswasspeakingon‘TheFutureDirectionofBoardEvaluation’andthetopiccouldnothavebeenmorerelevant,astheICSAwaswithinweeksoflaunchingaconsultationintoadraftCodeofPracticeforIndependentExternalBoardEvaluations,conceivedbyAdvancedBoardroomExcellenceatthebehestofSirDavidWalker.
Thecodeisaresponsetoperceivedshortcomingsintheexternalboardevaluationsector,whichhaveresulted,insomecases,inconfusionovercosts,significantvariationinthequalityofproviders,alackofboardroomexperienceamongsomeproviders,conflictsofinterestandlossofindependence.
“Thereisnotacompellingboardevaluationofferingoutthereinthemarketandwhatthathasledtoisalossofconfidenceinthesectorandalossofreputationinthesector,”Seamustoldtheconference.
HerecountedseveralrecentcasestoillustratetheseshortcomingsincludingoneFTSE100companybeinggiventhreeinitialpricesforanevaluationrangingfrom£30,000to£170,000.Seamussaid:“Wheredocompanysecretariesorchairmengowhentheydon’tknowwhattheendorthebeginningofthelimitsofthisexerciseare?”
However,theroomwasinagreementthattheprincipleofboardevaluationswasveryimportant,regardlessofanycurrentdifficultiesinimplementation.Whendonewell,theyofferahugeopportunitytoimproveperformance,tohelpaboard‘secureassurancethatitisdeliveringassuranceofthecompany’soperations’,andtodisclosehowtheyaredischargingtheirobligations.
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EquINItI EZINE > JuLY 2014
Thenewproposedcode,whichgoesouttoconsultationthismonth,wouldprobablybethefirstofitskindintheworldandwouldpotentiallybeself-regulated.Itcomesundersixheadings:
■■ Professionalismofapproach■■ Competenciesandcapabilities■■ Expectationsoftheclientbytheconsultants■■ Clarifyingthetermsoftheengagement■■ Efficientprocess■■ Independentoversightofthecode
“Thesearesomeoftheprovisionsinthecode,whichareupforgrabs,astohowweshakeoutayoungindustry.Ayoungindustry,butonethatisengagedinsuchastrategicallyimportantactivitythatweneedtomakeitgrowupveryquickly,”saidSeamus,addingthattheconsultationwouldhelpdecideonthemorecontentiouspoints.
Hesaidheexpected“featherstofly”overapointinthedraftwhichstressesconsultantsshouldn’thavemorethantwoconsecutiveassignmentswiththesameplc,butacknowledgedthecounter-argumentthatitishardtodeveloparelationshipwithaplcifaconsultantmuststopworkingwiththemafterapossiblethree-yearperiod.Otherpotentialpointsfordebateinclude:consultantsnot
pursuinganyotherworkwithinanorganisationthatmayaffecttheboardevaluation,allprovidersrequiringprofessionalindemnityinsuranceandexecutivesearchfirmsnotbeinginvolvedinboardevaluationtoavoidconflictsofinterest.
TurningtothefutureofboardevaluationSeamuspredictedasimilarscenariotothecorporatereportingmarketwithuptoeightreallygoodproviderswithtransparentfeesbutretainingenoughflexibilitytoaccommodateboardsatdifferentstagesoftheirowndevelopment.
if you Would like more informationPlease contact [email protected]
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in conversation With the frc on corporate reporting
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EquINItI EZINE > JuLY 2014
Chris Stamp, Managing Director, Prism Cosec talked about narrative reporting and remuneration reporting with Anthony Appleton, Director of Accounting and Reporting Policy and Deepa Raval, Project Director, Accounting and Reporting Policy Team, Financial Reporting Council (FRC)
CONFERENCE
Chris Stamp: Nine months ago there were a number of things for people to consider – strategic report, remuneration reporting and also thinking about how boards look at the annual report because of new requirements in the UK Corporate Governance Code. Can you explain the FRC’s role in these areas?
Anthony Appleton:TheFRChastwomainfunctions.Onedivisionsetsstandardsandtheotherisinvolvedinmonitoringandenforcement.Wehavequiteauniqueopportunitygloballyinthatwecanseewhatitmeanstobeastandardsetterandunderstandtheconceptualissuesbutalsobealivetothepracticallimitationsbybeinginvolvedintheenforcementandmonitoringside.
IdirecttheAccountingandReportingPolicysideoftheCodesandStandardsdivision.ThatcoversUKaccountingstandardsandnarrativereporting.Asignificantpartofmyroleistryingtoinfluencedevelopmentsinternationally.Deepaleadsontheannualreportrelatedprojects,includingtherecentlyissuedGuidanceontheStrategicReport.
Theimplementationperiodforthe2013changesinregulationsincludingthoseforthestrategicreportwasrelativelyshort.InlinewiththeFRC’sdueprocessweissuedaconsultationbeforepublishingthefinalguidance.Intheinterim,thisgaveusanopportunitytohearaboutcompaniesexperiencesofapplyingtheregulations.AtthemomentweareconsultingontheCorporateGovernanceCode.Thatconsultationclosesattheendofthismonth.
CS: A lot of companies have published annual reports and had AGMs. Are you looking at what’s been produced so far and evaluating it in light of the changes?
Deepa Raval: Wehavespentthelastyeartalkingtoquiteafewcompanies,mypersonalviewisthatinthefirstyearitisquitehardtoassesswhattheimpacthasbeen.Inayear’stimewewillconsiderapost-implementationreview.Myinitialthoughtsarethatthenewregulationshavehadapositiveimpactonthewaycompaniesreport.Anumberofcompanieshaverestructuredtheirreportsbringinginformationthatisimportantforinvestorstotheforeinthestrategicreport.Othercomplementaryinformationisoftenrelocatedtothebackoftheannualreportorincludedonline.
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EquINItI EZINE > JuLY 2014
CS:The directors’ report has been raising some questions – what is the role of that report?
DR:Iseethedirectors’reportastherepositoryforresidualinformationrequiredbylaw.ItisnotthatusefulforinvestorsandideallyIwouldliketoseeitbeingmovedonline,butwehavesomewaytogoonthat.
AA:Weseethestrategicreportasacatalysttoimprovethequalityofnarrativereporting.Weoftenrefertotheterm‘cuttingclutter’andtheaimnowistoremovethosedisclosureswhicharenotaddingvaluetoshareholders.Thestrategicreportistheplaceforthatclear,relativelyhigh-level,narrativestoryoftheperformanceofthebusiness,itspositionandwhereitisgoinginthefuture.
CS: What is your view on remuneration reporting?AA: Itisabitdisappointingtofindthatremunerationreportshavegrownsignificantly.Whilstremunerationisclearlyanimportantissueforanannualreportthereisariskitbecomessoheavilyweightedtothatonesectionthatthewholeideaoffair,balancedandunderstandablereportingislost.One
ofthechallengesthatwefaceisareportingenvironmentwheretherearemultipleregulatorssettingdifferentrequirementsandthatcanchangethefocus.
if you Would like more informationPlease contact your relationship manager or
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Chris StampManagingDirector,PrismCosec
Anthony AppletonDirector,AccountingandReportingPolicy(FRC)
Deepa RavalProjectDirector,AccountingandReportingPolicyTeam(FRC)
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EquINItI EZINE > JuLY 2014
Do you think the role of the company secretary has evolved in recent years with a greater
emphasis on corporate governance?
Susan Swabey:Therehavebeenmanychangesinthelastfewyearsaffectingthecompanysecretary.Thereisoftennotimetoassimilateonechangebeforesomethingelsecomesdown
theline,oftenonthesametopicbutfromadifferentsource.Theroleisnolongerthesameyearin,yearout.WhenIstarted30yearsagoitwasprettymuchthesamejobeveryyear.Nowtherearenewreportingrequirements,hottopicsandpracticalitieseveryyear.
Thereisanincreasedfocusongovernance
bymajorinvestorsandthereforecompanysecretariesarecalledupontoengagewithinvestorsaheadoftheAGMmorethaninthepast.ThisyearIwascontactedbyover20investorsandinvestorbodiesaheadoftheAGM.
Thisincreasedengagementingovernancebyinvestorshaschangedtheroleofthecompanysecretary.We’renolongerjustthe‘techie’guysinthebackroom.Eventhoughwemusn’tfeelthatthisisournaturalhome,nowwehavegottogetoutandaboutandtalktopeople.Wehavetotrainourdirectorstotalkaboutgovernancetoinvestors.Theydon’twanttotalkaboutit,theywanttotalkaboutstrategyandproductsandmarketsandthingslikethat.But,wehavetotrainthemtospeakthegovernancelanguageandthat’sanewpartofourrole.
Thecompanysecretaryismovingawayfrommerelytakingtheminutesandrecording
the future role of the company secretary
Susan Swabey, Company Secretary of Smith and Nephew plc and ICSA President, David Venus outlined their vision for the rapidly changing company secretary role at Equiniti’s recent Share Registration Conference
thedecisionsothersmake,butisnowwritingpapers,guidingthediscussionsandadvisingtheboardongovernancematters.
David Venus:Notthatlongagothecompanysecretarywasamereservantoftheboard.Wellwithinlivingmemorycompanysecretariesinsomeofthetop100companiesevensat
onadifferenttabletotaketheminutes.Thingshavechanged.Whendidtheychange?TheystartedtochangebeforetheCadburyReportbutthatwastherealcatalyst.Corporategovernanceweretwowordsweprobablyhadn’theardmuchaboutbefore,anditquicklybecamepartoftheroleofthecompanysecretarytomakesureappropriatecorporategovernancewas
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EquINItI EZINE > JuLY 2014CONFERENCE
carriedoutthroughtheorganisation.Thishasbeenhastenedbythefinancial
crisis.Sowe’vecertainlyseenthecompanysecretarymoveawayfrombeingchiefadministrativeofficer.We’renowseeingthecompanysecretaryasthechiefgovernanceofficer,buttheyhavetobemuchmorethanthat.Nowtheyneedsoftskillsaswell.ThebigthingthathaschangedinthelastfiveyearsisboardroombehavioursandICSAisintheforefrontofthat,wehelpwritethepapers.Nowthecompanysecretaryneedstobepsychic,needstobeatrustedadvisor,éminencegrise,truth-speakingunderpower,bravebutdiplomaticandthebearerofunwelcomeadvice.But,you’llberespectedforit,notalwaysthanked,butrespected.Soit’saverybroadroleindeed.
What are your thoughts on the future role of the company secretary?Susan Swabey:Itisgoingtocontinuetoevolve.Theissuesofthefinancialcrisisandpublicrecognitionthatthere’ssomethingwrongwithbigbusiness(whetherrightorwrong,thereisthatperception),meangovernanceisgoingtobearoundandimpactourroles.Investorsandthepublicarefocusingongovernancemattersaswellasthestrategyandperformance,sotheboardwillbemore
interested.Itisgoingtobeuptoustomakesuretheboardisequippedtotacklethesequestionswhentheymeettheinvestors.Wewon’thavetojusthavethetechnicalskillstowritethecorporategovernancestatement,butalsothecommunicationskillstoengagewithinvestorsandexplainthetechnicalaspects,notjusttothembuttotheboard.
David Venus: GoingforwardIthinkthekeyadministrativetaskIhopewestillseethecompanysecretarydoingisminutetaking.Itwasn’tmyfavouritetask,butitisverynecessaryandIthinkcompanysecretarieshavethebreadthofknowledgeofthebusinessandthesortofnuancedskillsrequiredtowritetheminutes.IwouldliketoseemuchmoreemphasisonsoftskillsandIwouldliketosee
if you Would like more informationPlease contact your relationship manager or
theInstitute’sexamsincorporatesometestingofsoftskills.
Ihavealwaysbeensurprisedthatmorecompanysecretarieshaven’tprogressedtootherboardroleslikenon-executivedirector.Whobettertoknowwhatgoesonthanthecompanysecretarieswhohavebeensittingthereforyearsandunderstandhoweverythingworks?Non-execisadifferentrole,butwhatisn’tsuchadifferentroleischairman.Achairmanisafacilitatorandthat’swhatacompanysecretaryistoo.Weshouldbelookingtobenon-execsbutourendgameshouldbetoseektobechairman.
We’re now seeing the company secretary as the chief governance officer, but they have to be much more than that. Now they need soft skills as well.
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proper or improper
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EquINItI EZINE > JuLY 2014
aLL of thE LatEst INdustrY NEws from thE EquINItI groupUPfront
WhentheCompaniesAct2006cameintoforce,section117madechangestosection356ofthe
previousAct,requiringthoseseekingtoinspectorobtaincopiesoftheshareregister(knownasan‘accessrequest’)todisclosethepurposeforwhichtheinformationwastobeused.Ifthecompanythinksthatthispurposeisimproper,itcanapplytothecourtfora‘noaccessorder’.However,thenewActdidnotdefineaproperorimproperpurpose,whichwaslefttothecourtstodecide.
TheInstituteofCharteredSecretariesandAdministrators(ICSA)issuedaguidancenoteinJanuary2009,towhichEquinitiandanumberofourclientscontributed,givingexamplesofproperandimproperpurposes.However,thisremaineduntestedinthecourts.
ConsultantJohnHeatonhasalsorecentlylookedataCourtofAppealjudgementbyMrRegistrarBaisterintheHighCourt,Chancery
Division(theRegistrar),whichendorsedtheICSAguidancenote,andprovidesconsiderableclarificationonhowthelawwillbeappliedandwhatcompanysecretariesandtheirlegaladviserswillneedtoconsideriftheyreceiveanaccessrequestwhichtheybelievemightbeforanimproperpurpose.
ThekeypointsfromJohn’sarticleare:■■ ‘Properpurpose’appliesequallytomembersandnon-shareholdersseekingaccesstotheregister.■■ Thecourthaswidepowerstointerpretthetermbuttheonusisonthecompanytodemonstratetothecourtthatitshouldbesatisfiedonabalanceofprobabilitiesthattherequestisforanimproperpurpose.■■ Ifamember,therequestshouldrelatetotheshareholder’sinterestand/ortheexerciseofshareholderrights.■■ Ifaccessbyanypartyissoughtforacombinationofproperandimproperpurposes,theformershouldbeallowed,subjecttoappropriatesafeguards.■■ Itshouldberememberedthatspeedofresponseisparamountasthecompanyhasonlyfivedaysfromreceiptoftherequesttogotocourt.
Consultant John Heaton clarifies what company secretaries and their legal advisers need to know about access requests to the register which may be for an improper purpose
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EquINItI EZINE > JuLY 2014updatE
InEquiniti’sexperience,inthesevenyearssincethenewprovisionscameintoforce,companiesareveryunlikelytofaceanaccessrequestwhichisforanimproperpurpose;thereareveryfewweareawareofwhichhaveresultedinpush-backbythecompany.
Equinitihasclearprocedurestoescalateinternallyorexternallyanyrequestitreceivesimmediately.Inthefirstinstance,companiesmayseektogettherequestwithdrawnvoluntarilywhiletheyenterdiscussionswiththepersonmakingtherequest.Thedifficultyisthat,ifthatapproachfails,theclockstartstickingthemomenttherequestisreceivedandthecompanyhasamaximumoffiveworkingdaystoeithercomplywiththerequestorapplytothecourt,soithasverylimitedtimetoassessthesituationandrespondaccordingly.
ForJohn’sfullarticleincludingdetailsofthecase,pleaseclickhere.
if you Would like more informationPlease contact your relationship manager.
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industry neWs and events
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EquINItI EZINE > JuLY 2014
July has been a busy month for the industry as a whole. We take a closer look at what has got us talking this month
EssENtials
Equiniti Employee Share Plans Discussion ForumOn3rdJuly,PhilAinsley,ManagingDirector,EmployeeServices,hostedaforumtodiscuss‘WhatyouneedtoknowaboutmajorchangestoUKtaxadvantagedshareplansandthemovetoonlinefilingforallshareplans’.DiscussionswereledbyMatthewWardandJohnFranklin,NewBridgeStreet,Consulting.
19attendees,representing14companiesattendedtheeventanddiscussedthenewHMRCself-certificationandreportingrequirementsandthemanychangesthathaveimpactedshareplansoverthepastyear.GuidancewasprovidedbyMatthewandJohnabouthowtoupdateplanrulesinpreparationforself-certification.
Keymessagesfromthediscussionincluded:companieswereamendingtheirplanrulestoincorporatechanges(eveniftheywereautomatically‘written-in’)toavoidconfusionorerrorsandtoobtaintaxrelief;byupdatingrulesitwillbeeasierwhenyoucometoself-
EquINItI EZINE > JuLY 2014
certifyingyourplan;getyourregistrationright(nameandschemetypecannotbecorrected–onlysolutionistoceaseschemeandre-register)andwhereverpossibleacompany’snon-taxadvantagedplansshouldberegisteredunderoneplanname.Matthewconfirmedthatifacompanyhasan‘umbrella’planwhichhastaxadvantagedandnon-taxadvantagedelements,thetaxadvantagedelementneedstoberegisteredseparately.Hisadviceregardingwhatplannametoregisteris,‘Keepthenamesimple,generalandaboveallavoidtypingerrorsasitcannotbechanged.’
PhilAinsley,summarisingtheimportanceofthistopiccommented:“Toavoidfinesandtoensureplansremaintaxadvantaged,allcompaniesshouldhaveanagreedplanofactionandtimetabletoensuretheycompleteself-certificationintime.AlthoughthedeadlineisJuly2015,wewouldliketoseethisprocesscompletedwellbeforeApril2015inlinewithpreparationsforthecompletionofnextyear’staxreturns.”
Theslidesusedatthediscussionforumcanbefoundhere.
SAYE bonus rate set to rise HMRChasannouncedthatanewSAYEprospectuswillcomeintoforceon28July
2014,withabonusbeingappliedtofiveyearsavingscontractsforthefirsttimesince2011.
PhilAinsley,ManagingDirector,EmployeeServicessays,“TheSAYEbonusratesareautomaticallyadjustedbylinkingthemtoaveragethreeandfiveyearswaprates.Recentmarketdiscussionsandspeculationaboutwheninterestrateswillgoupisreflectedincurrentrisingswaprates,triggeringariseintheSAYEbonusrate.IseethisaspositivenewsforcompaniesofferingSharesaveasanattractiveemployeebenefitthatwillincreaseparticipationandgeneratehigherlevelsofengagement.”
SAYEinvitationdocumentationforlaunchesfrom28July,wherefiveyearsavingscontractsareoffered,willneedtobeupdatedwiththischange.Thenewprospectusmustbeusedfromthisdate.
Finance Bill 2014-2015Inpreviousyears,theFinanceBillhasusuallybeenenactedinJuly.ThecurrentBillhascompleteditscommitteestagesattheHouseofCommonsandtheHouseofLordsandisontrackforenactmentthismonth.Thiswillbringinsomeimportantemployeeshareplanchangeswhichinclude:updatingITEPA2003withthenewSIPlimitsandenablingthesetobechangedbyTreasuryOrder;replacingthe
word‘Approved’withotherterminology(seetablebelow);enablingonlinecertification,annualreturnsandpenalties;givingpowerstoHMRCtoexaminecompanies’plans.
Previous terminology
New terminology
Approvedschemes Tax advantaged schemes
Unapprovedschemes Non-tax advantaged schemes
AnapprovedSIP A Schedule 2 SIPAnapprovedSAYEoptionscheme
A Schedule 3 SAYE option scheme
AnapprovedCSOP A Schedule 4 CSOPWithdrawalofapproval
Ceasing to be a Schedule ... scheme
HMRC statisticsHMRChasjustpublishedEmployeeShareSchemesStatisticsfor2012-2013(using2012/2013taxreturndata)www.gov.uk/government/publications/employee-share-schemes-statistics-2011-to-2012
Keyfindingsforthe2012/2013taxyearinclude:thenumberofshareandoptions
EssENtials
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EquINItI EZINE > JuLY 2014EssENtials
awardsincreasedto£2.85bn;thecostofIncomeTax/NICreliefwas45%higherthanthepreviousyear(showinggreatergainsbeingmadebyemployees);theincreaseingainsisduetosharepricespickingup;andthenumberofemployeesexercisingoptionsin2012/13hasrisenby23%since2011/12andby61%since2010/11.
JenniferRudman,StrategicDevelopmentManager,AllEmployeePlans,comments:“TheHMRCEmployeeShareSchemesStatisticsreportcovering2012-2013taxyeardata,showsapositivetrendinSIPandSAYE,withemployeesseeingincreasingbenefitsfromtheircompanies’allemployeeshareplans.Resultsfromthe2013ifs ProShareannualsurveyhavenowbeenreleasedandthesepositivetrendsarereflectedinthatreporttoo.”Asummaryoftheresultsproducedbyifs ProShareisavailablehere.
ESP Portal and PDMR developments InourlasteditionoftheEzine,SarahMooreprovidedanupdateonESPPortalanditsextensiontocoverinternationalemployees.Developmentroll-outhasmeantthatthefirstphasehasbeencompletedandbotheasyJetandPearsonhavegone‘live’withtheirbrandedinternationalESPPortalservices.easyJetusedtheESPPortaltoinvitebothinternationalandUK
employeestojointheirSAYEschemeandover2,000employeesusedtheservicetosubmittheirapplication.
OtherdevelopmentsunderwayincludeenhancingPDMRandClosedPeriodfunctionality.Theaimistoimproverecording,validationandreportingprocessessothattheyaremanagedeffectivelyandconsistentlyacrossbothSIPandSAYEproducts.ThefirstchangeswereseenatthebeginningofJulywithupdatestothewayPDMRsarerecordedandadditionstoSAYEallotmentreporting.
NeilBurgess,ProjectManager,Solutions&Projectsexplainsthatthereareotherchangesinprogress:“Theseinclude‘dynamic’messaginginESPPortal,additionalIVRprompts,furtherSIPPDMRreportingandrecordingofClosedPeriods.”
Furtherdevelopmentandroll-outforbothinternationalESPPortalandPDMRserviceswillcontinuethroughouttheyear.
if you Would like more informationPlease contact your relationship manager.
Satisfaction GuaranteedServiceexcellenceisimportanttousallatEquinitiandinordertomeasurethisEmployeeServicessenda‘60secondsurvey’twiceperyeartoourclients.
Onascaleof1-5weaskclientstorateusonanumberoftopics,rangingfromaccountmanagementtodeliveryofspecificeventstothequalityofservicewedeliverthroughourcontactcentre.
OurlatestresultsshowthatServiceDeliveryManagersscoredanaverageof4.54forourAccountManagementand94%ofclientswouldrecommendus.Ouroverallservicescoredahighlycredible4.34.
PhilAinsley,ManagingDirector,EmployeeServicesreaffirmedthatcontinuousimprovementiskeytohowwerunourbusinessatEquiniti:“Clientsatisfactionisdependentuponourservicedeliveryanditisagreatresulttoseeeveryscorehasincreasedoverthelast18months.Ourcontinuedinvestmentinourpeopleandsystemswillkeepusattheforefrontasourclients’requirementscontinuetoevolve.”
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