The Covid-19 pandemic has had a definite impact on Request for Proposals that are administered by prospects and clients in the realm of Relocation Services. Companies are reassessing their priorities, and seeking partners who align closely with them. With that come new challenges, and new opportunities, and RMCs need to respond to the call of duty by demonstrating how they can support clients and relocating employees in what may be one of life’s greatest stressors, especially during and in the aftermath of a pandemic!
Olivia presented several key themes that Bristol has seen consistently within the RFP framework during the COVID pandemic, and themes we anticipate seeing as we exit the pandemic as well. These themes are commonly seen in scoring/evaluation criteria, so it’s prudent that RMCs and relocation service suppliers are prepared to respond accordingly.
1) GLOBAL COVERAGE AND SUPPORT
Since the start of the pandemic, prospects and clients have placed less importance on brick-and-mortar office presence, and more emphasis on the ability of an RMC or relocation service supplier to provide national and global coverage from anywhere. The ability to deliver services SAFELY regardless of location has proven so important that prospects and clients will quickly disqualify RMCs and relocation service suppliers who cannot demonstrate excellence in this regard.
National and global coverage means being able to provide services not only in major cities or locations, but also in remote locations, or locations where COVID-19 is particularly prevalent, and having vetted suppliers on-the-ground who are qualified and knowledgeable to deliver services with COVID-19 measurements in place to protect themselves, the relocating employees and accompanying family.
2) DIVERSITY, EQUITY & INCLUSION
DE&I initiatives, programs, and services have exploded since 2020, particularly after the tragic death of George Floyd and the ensuing global activism around racial disparity. DE&I has been one of the most prevalent RFP themes in 2020-21 and we see this continuing. What was once a “nice to have” is now a “must” in order to remain competitive. Only a few short years ago, DE&I mainly appeared only in RFPs administered by large organizations with sophisticated programs. Now, RFPs administered by all types of organizations include at least some questions on DE&I, specifically the requirement to provide detailed responses on DE&I strategy and goals, any certifications, and demonstrate how those programs are in alignment with the prospect or client’s program.
Companies with DE&I programs already in place look to their RMCs and relocation service suppliers to at a minimum comply with their requirements and business objectives. What’s more, clients who don’t currently have a well-established DE&I program are looking to their trusted partners to guide and support them in creating one.
In addition, prospects and clients’ DE&I requirements go above an RMC or relocation service providers’ DE&I program – they look to RMCs to demonstrate how they partner with diverse suppliers, such as women-owned businesses, LGBTQIA+ suppliers, or suppliers who are at disadvantage.
3) DATA PRIVACY, ACCESSIBILITY, NEW LAWS AND REGULATIONS
Compliance with privacy, confidentiality, accessibility, new laws and regulations remains critically important. We see detailed security questionnaires specifying requirements on data and privacy best practices as well as requirements for data recovery, client and relocating employee privacy as well as compliance with local laws and regulations (e.g. GDPR, local California laws, etc.). Put simply, some prospects and clients refuse to do business with suppliers who do not meet their stringent requirements.
An example of what we’ve seen in Canada specifically is that companies are sensitive about where their data is stored, particularly large organizations or government-based agencies with multinational operations. Though not necessarily a strict requirement, such an organization may be more comfortable knowing their data is stored within their Headquarters country’s borders rather than elsewhere, and it is a plus for an RMC to offer their partners the best options.
4) HEALTH & SAFETY AND DUTY OF CARE
The COVID-19 pandemic served as a major catalyst to enhanced health and safety measures and duty of care efforts. Suppliers have been required to respond swiftly to the ever-changing conditions of COVID-19 through a range of solutions especially the provision of virtual services to keep clients and relocating employees safe. Technology has played and will continue to play a fundamental role in delivering services safely, as many formerly in-person services have gone virtual.
For in-person services, demonstrating duty of care protocols such as proper respiratory hygiene, usage of masks, gloves, hand sanitizer, 6-ft social distancing, performing routine environmental cleaning and complying with local and national governmental requirements will continue to be important. For instance, our in-house and dedicated Global Supplier-Partner Management department worked closely with our BristolNet suppliers in the earliest days of COVID-19 to ensure proper health and safety protocols were put in place as well as ensuring other service modalities were made immediately available (e.g. self-paced online with videoconferencing support, e-Learning etc.).
(5) ENHANCED ENVIRONMENTAL AND SUSTAINABILITY PROGRAMS
Similar to DE&I initiatives and programs, enhanced environmental and sustainability programs are a growing priority. Clients are seeking partners who employ documented initiatives, practices and programs that respond to the need to protect and preserve our environment and planet.
And it goes beyond mere compliance – Clients are seeking thought leadership from their partners: providing education, policy improvement ideas, being a true strategic partner/advisor is highly valued. This may be as simple as reading up and pointing out relevant articles when they appear. For example a recent article posted by Worldwide ERC notes new research finding that while remote work contributes its own greenhouse gas emissions, it’s measurably more environmentally responsible than working in an office. Remote Work policy is an example of the type of a potentially mobility-related program that an RMC or relocation service supplier can help organizations implement, or simply learn about.
Detailed questions and requirements, and certifications on environmental programs, sustainability, corporate social responsibility will continue to be part of evaluation criteria and a decision point in shortlisting RMCs from RFIs to RFPs.
Within the RFP framework, these programs should align with the needs and expectations of the client, such as helping them to achieve a reduction in carbon emissions. One strategy that RMCs and relocation service suppliers can consider using is raising awareness on the impact of the environment of services like household goods through reporting, white papers, case studies, or other educational materials.
Some of the environmental initiatives Bristol is incorporating into our Environmental & Sustainability program is our partnership with Planet Mark (a sustainability certification organization), becoming a fully paperless company by 2022, continuing to partner with BristolNet supplier-partners that meet our environmental and sustainability requirements, continue delivering annual reports that track our sustainability progress and much more!
6) CONTINUED FOCUS ON COST CONTAINMENT STRATEGIES FOR CLIENTS
Whether we find ourselves in pandemic or not, we cannot deny that cost continues to be king! Prospects and clients continue to monitor their bottom lines and demand from their RMCs and relocation service suppliers’ competitive costs without compromising quality.
Prospects and clients look to their suppliers to deliver innovative solutions as a way to cut cost – such as implementing online programs and resources in lieu of traditional in-person destination services which naturally brings cost down. Companies will often set forth specific KPI requirements for RMCs and relocation service suppliers to meet measurable annual cost containment targets. This will become an increasingly difficult challenge as all costs have gone up; the supply & demand issue within global supply chain management is a current and dramatic example of that. We can safely assume that now and into the future, organizations will continue to challenge their partners to offer cost effective pricing AND best-in-class services.
IN SUMMARY...
Our industry has experienced a significant reduction in RFP administration since the pandemic. However, we anticipate an uptick in RFP activity as we enter the fall season and more regularity within 2022 as pent-up demand is released and companies seek change and improvement from their partners to meet new challenges and priorities such as those discussed above.
Taking all of these points into account, and recognizing their importance and prevalence, what seems to matter to prospects and clients is the Value of Partnership along with the type of Client/Relocating Employee Experience that a relocation service supplier can deliver.
Final thought: With the much discussed "Great Resignation" well underway, companies are losing valuable talent. If employees aren’t taken care of, all of our efforts are for nothing. Therefore, returning to a focus on the Employee Experience is, above all, vital.
Olivia Bahrami, CERP, is Director, Marketing & Communications for Bristol Global Mobility based in Toronto, Canada.
References:
https://www.worldwideerc.org/news/remote-works-positive-changes-to-the-environment-and-business
https://diversity-inclusion-speakers.com/news/tips-and-tricks/benefits-diversity-inclusion-workplace-statistics/
https://unitedmindsglobal.com/codeify/