CSR in tourism vocational learning

Train the Trainer seminar

Day 3

2,3 and 4 September 2013

Amsterdam, The Netherlands

Programme Day Three

Travelife reporting and certification system Certification in tourism International CSR standards in tourism The Travelife reporting system

The Travelife online system and tools Managing a student group Managing a training seminar

Lunch

Implementation strategies The CSR Tour project objectives (Ivica Projic)

Training materials and tools: next steps and responsibilities Thematic training working groups: what can be done and who will do it? Session I Thematic training working groups: what can be done and who will do it? Session II

16.45 Conclusions and next steps

17.00 End of the meeting

I. Concept of certification

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How to make tourism more sustainable

UNWTO – Instruments

Measurement instruments

• Defining limits (carrying capacity…)

• Monitoring

Legal instruments

• Regulation

• Land use planning and control of developments

• Taxes (economic instruments)

•

How to make tourism more sustainable

UNWTO – Instruments

Voluntary instruments

• Guidelines and code of conducts

• Management system

• Certification

Supporting instruments

• Capacity building

• Marketing and information services

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Certification

A. Key elements

• Voluntary procedure

• Well defined standards and criteria

• Minimum compliance with national legislation

• Conformation to extra standards and criteria

• Written declaration of compliance (certificate)

• Business, product, process, service, or management

system

• Award with marketable logo or seal for products

or services

What is a management system ?

Management

“the act of running and

controlling a business or

similar organization”

System

“a group of things, pieces of

equipment, etc. that are

connected or work

together”

A Management System is a framework based on a

structured integration of best practice into operating

systems - frequently built around the management

cycle. BSI

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When certifying a management system you evaluate

the quality of the management of the organization

• Continuous improvement of performance

• Continuous improvement of management

The management certificate does not tell that

you are actually better than the average!

Management versus Eco(label)

(eco)label

• Guarantee that specific qualities are above average

standard in the market.

• Pre-defined best economically viable practices are

implemented (no competitive disadvantage)

• Without compromising of quality of service/use.

• Within management control of the company

It is about what you do, not how you have reached

your results.

What you have to do is set by the label

Certification

B. Process versus performance based

Process based: management system = commitment and

procedures in place

I have appointed a manager for energy saving in my

company or I have made a plan to save energy

Performance: minimum level should be reached

50 % energy saving lamps

Max 3 litre water per minute from the shower

Certification

C. First, second and third party certification

First party: Internal (self) audit based on a given

standard. “I myself declare that I confirm with the ISO 14001

standard.” Congratulations, you are IS0 14001 certified !

Second party: An external audit performed by an

organization that has an interest in the organization

audited (typically: audit of a supplier but may also be a

regulator or a membership association…)

e.g trade association and member, or hotel and auditor.

Third party: an external audit performed by an

independent & unrelated party. Procedures are in place

to guarantee impartiality.

Certification

D. Elements of quality certification schemes

• Participatory mechanisms to define standards • Serious efforts needed to reach the standards • Standards approved by respected organisations (governments, NGO’s) • Continuous improvement of standards • Transparency of standards and procedures • Independent on-site verification • Periodic follow-up audits to renew the certification

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Certification

E. Benefits

For companies:

• Provides guidelines and direction for businesses

• Certification procedures are educational

• Reduction of operating costs (water, electricity, waste)

• Market and image advantages

• Support to implementation of CSR policy

• Provides an independent guarantee / credibility

• Staff motivation (clear objectives, being better than

competitors)

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Certification

E. Benefits

For consumers

• Provides an ethical choice

• Shows Best Practices

• Learning, inspiring, awareness raising

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Certification

E. Benefits

For governments:

• Supports social & environmental policy goals • Raises industry performance • Shows what is technically possible and economically viable • It gives a positive image to the country

II. Travelife Certified: integrated standards

Standards integrated The Travelife Certified standard for tour operators offers a one-stop-shop. The standard integrates both management and performance criteria and has integrated leading international sustainability and CSR standards and guidelines:

• UNEP - TOI – Management manuals

• GRI - Global Reporting Initiative

• ISO 14001 – Environmental management

• EMAS III - Eco Management and Audit System

• GSTC - Global Sustainable Tourism Criteria

• UN Global Compact – 10 principles

• OECD - Guidelines for multinational companies

• ISO 26000 - CSR Guidelines and principles

UNEP – TOI Management Manuals Backround • Tour operators’ Initiative for Sustainable Tourism Development • 25 + leading tour operators in sustainability • Since 2000 • Supported by UNEP and UN – WTO

Methodologies • Adapting general sustainability approaches for the TO sector. • Support from Leeds University, UNEP, UN-WTO and leading tour

operators. • Travelife management system and approach is based on the

concepts developed by TOI • EU supported LIFE project

UNEP – TOI Management Manuals Integrating sustainability into business, an implementation guide for responsible tour operations (2005)

• Sustainability management

– Engagement – Baseline – Policy – Action planning – Monitoring – Reporting

• Internal management • Product development • Supply chain management • Working with destinations • Costumer relations

UNEP – TOI Management Manuals

Supply Chain Management for Tour operators: three steps towards sustainability 1. Establish a Sustainable Supply Chain Policy and Management System

2. Support Suppliers in Reaching Sustainability Goals

- Raise awareness on sustainability issues

- Provide technical support on sustainability actions

- Offer incentives to sustainable suppliers

3. Integrate Sustainability Criteria into Suppliers’ Contracts

SUPPLY CHAIN ENGAGEMENT

FOR TOUR OPERATORS

Three Steps Toward Sustainability

GRI, Global Reporting Initiative

Backround • Standard developed by UNEP • Since 1997 • Now separate GRI organisation (main office in Amsterdam) • Provides a sustainability reporting standard • Original focus on multinational companies

GRI - Tour operator supplement • Developed in 2002 in co-operation with TOI • Participation of major Tour operators

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GRI, Global Reporting Initiative

Key content

Reporting based on different management fields:

• Product management and development

• Internal management

• Supply chain management

• Customer relations

• Co-operation with destinations

ISO 14001

ISO

• ISO = International Standard Organisation

• Global standards developed by groups of national standard bodies

• ISO only developes standards: no accreditation or certification

ISO 14001

• Leading global standard for “environmental management”.

• No performance criteria

• Commonly used in production industries

• Not much used in the travel company sector

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ISO 14001

Requirements

• Environmental review (baseline assessment)

• Environmental management system

• Legal compliance

• Staff involvement

• Identifying sector specific Key Performance Indicators (KPI’s)

• Measuring and monitoring Key Indicators

• Continuous improvement

• Reporting

EMAS III

Background • Eco-Management Audit Scheme (EMAS) • Environmental Management System • Based on EU regulation (1995) • “EMAS III”, is third adapted version of EMAS • Voluntary instrument

EMAS = ISO 14001 + • Employee involvement • Open dialogue with the public • Reporting to the public

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EMAS III

Tour operator key indicators

• Efficient retail and office operations

• Reduce and mitigate the environmental impact of transport operations

• Drive environmental improvement of accommodation suppliers

• Develop and promote sustainable tourism packages

• Drive destination improvement

• Encourage more sustainable tourist behaviour

OECD

Backgroud

• OECD, guidelines for multinational enterprises

• OECD, government organisation of developed Western economies

• Ethical code of conduct for Western multinational companies in developing countries.

• Not legally binding

OECD

Key content

• Human Rights • Employment and industrial relations • Environment • Combatting bribery • Consumer interests • Competition

Not considered (Travelife) - Taxation transparency - Information disclosure - Science & technology

Global Compact

Key content

The 10 UN Global Compact principles:

Human Rights

• Principle 1: Businesses should support and respect the protection of internationally proclaimed human rights; and

• Principle 2: make sure that they are not complicit in human rights abuses.

Global Compact

Labour

• Principle 3: Businesses should uphold the freedom of association and the effective recognition of the right to collective bargaining;

• Principle 4: the elimination of all forms of forced and compulsory labour;

• Principle 5: the effective abolition of child labour; and

• Principle 6: the elimination of discrimination in respect of employment and occupation.

Global Compact Environment

• Principle 7: Businesses should support a precautionary approach to environmental challenges;

• Principle 8: undertake initiatives to promote greater environmental responsibility; and

• Principle 9: encourage the development and diffusion of environmentally friendly technologies.

Anti-Corruption

• Principle 10: Businesses should work against corruption in all its forms, including extortion and bribery.

•

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ISO 26000

Backgound

• Guidelines for Corporate Social Responsibility

• Launched in 2010

• List of CSR topics and themes

• Not for certification!

Objectives

• Determination of the social responsibility of the company

• Setting up and implementing the CSR strategy

• Identification and involvement of stakeholders

• Increasing the credibility of claims and communication

in CSR

ISO 26000

Issues considered

36 different CSR issues, grouped into seven main principles

• Governance / Management

• Human rights

• Labour practices

• Environment

• Fair operating practices

• Consumer issues

• Community involvement and development

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GSTC

Background

• Global Sustainable Tourism Criteria

• Initiated by NGO’s working in sustainable tourism: The

International Ecotourism Society, Ecotrans, ECEAT, Rain

Forest Alliance

• Launched in 2007

• Membership organisation supported by UNEP and UN-

WTO

• Managed by UN Foundation

Washington

GSTC

Global Sustainable Tourism Standard • Developed by public multisectoral consultation • 4 themes with 88 criteria: - Management criteria (30) - Local communities (19) - Cultural heritage (8) - Environment and biodiversity (31)

GSTC accreditation • Accreditation body = Standard for certification standards • Certification of the certifier • Travelife standard for travel companies has been formally

recognised in 2012

V. The Travelife reporting system

Travelife reporting system

1. Themes 2. System characteristics 3. Reporting tools 4. Support tools

Themes

General Themes

Theme ISO 14001

EMAS III

ILO GRI GSTC OECD ISO

26000

Environment √ √ √ √ √ √ √ Labour

practices √ √ √ √ √ √

Community

relations √ √ √ √ √

Cultural impact √ √ √ √ √ Biodiversity √ √ √ √ √ Fair busines

practices √ √ √

Health and

Safety √ √ √ √ √

Costumer

protection √ √ √

Human Rights √ √ √

System characteristics

System characteristics

• Management System (well considered process, continuous improvement)

• Legal compliance

• Key indicators (energy, paper use, sustainable suppliers, etc.)

• Training and capacity building

• Best practices

System characteristics

• Performance based (Compliance with best, economically feasible, sustainability practice)

• Stakeholder based (take account of the social environment)

• Supply chain based (recognise responsibility for supply chain)

• Sector specific (specific sector relevant requirements)

• Certification / recognition

System Characteristics

Elements

ISO 14001

EMAS III

ILO GRI OECD GSTC ISO

26000

Management system / governance

√ √ √ √ √ √ √

Legal compliance √ √ √ √ √ √ Key indicators √ √ √ √ Mandidatory

performance based criteria

√ √ √ √

Best practices √ √ √ Stakeholder involvement

√ √

Supply chain based √ √ √ Tourism sector specific √ √ √ √ Certification / recognition

√ √ √ √

Unique Travelife Characteristics

Features

ISO 14001

EMAS ILO GRI OECD GSTC ISO

26000

Capacity building and training √ - - - - - - - Common sector wide reporting standard √ - - - - - - - Online reporting and auditing tool √ - - - - - - - Implementation support tools √ - - - - - - - Sector wide benchmarking √ - - - - - - - Common sector specific suppliers standards √ - - - - - - - Common sharing of suppliers data √ - - - - - - - B2B Market access program √ - - - - - - - Compliance with best -

economically viable -

practices

√ - - - - - - -

Reporting system

Management area Criteria theme

General operations Sustainability Management

Legal requirements,

Fair business practices

Office and retail operations

Labour practices and human rights (office and retail)

Environment (office and retail)

o Procurement o Water o Energy o Waste o Training and awareness raising

Community relations

Supply Chain Management

Transport

Accommodations

Excursions and activities

Local partners and representatives

Guides & group leaders

Destinations Destinations

Customers Awareness raising and motivation

Customer rights

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Online

Checklist with 200 best practices / criteria

One company can have more reports assigned

Minimum compliance requirements

Minimum reporting requirements

Internal and external reporting tools

Benchmarking (in time and with other companies)

Reporting system

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Company

Action Plan

Sustainability

report

Planning and Reporting tool

.

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Indicators

Each reporting question needs indicators:

Description

A value

A proof (upload)

Key Performance Indicators (KPI‘s)

Office and retail operation • Use of (sustainable) paper (%, ton) • Energy consumption (Kwh / joule) • GHG emmission staff mobility (carbon ton) • Water use (cubic meters)

Staff • Gender ratio (%) • Satisfaction level staff (benchmark)

Supply chain • Percentage of sustainable accommodations (%) • Performance partner agencies (%) • GHG emmission international transport (carbon ton)

Costumers • Satisfaction level costumers (benchmark)

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Transport

Title Action / Solutions R* O*

Coach

4.1 Certified Transport Collaboration with coach transport companies with environmental

certification √ √

4.2 Driving Skills

Transport providers are incentivised to implement a sustainable driving style by means of communication of the ´eco-driving´ technique or international equivalents.

- -

Less polluting transport to destinations

4.3 Transport to departure-point Sustainable (public) transport is offered to the point of departure

for the international journey. √ -

4.4 Transport to destination Sustainable transport to the destination is part of the holiday

package or is offered actively as option. √ -

4.5 CO2 compensation

CO2 compensation is options are offered to the clients - -

4.6 CO2 compensation

CO2 compensation for the international transport is included in the package price.

- -

Transport in destination

4.7 Sustainable transport Suppliers and local agents are stimulated to offer sustainable

transport for local transfers and excursions. - -

4.8 Boating Suppliers are stimulated to implement sustainable operations

communicatingf Best Practice standards. - -

8. Support tools

Standard tools by Travelife

• Overview of legal requirements (per country)

• Policy templates

• Code of conducts (excursions, accommodations)

• Contract condition templates (ECPAT, partner contracts)

• Sensitive issues destinations (1000 + collected)

• Carbon calculation tools

To be delivered by Travelife

Self-checks

• Satisfaction level staff

• Consumers (for sensitive activities and destinations)

• Excursion providers (for sensitive activities)

• Accommodations (via Travelife for Hotels)

• Partner agencies (via Travelife tool)

Standard provided by Travelife

Online self check tool to be delivered by Travelife

Partner agency management tools

Training

• Destination based face-2-face trainings

• Translation basic training in 15+ languages

Reporting

• National (basic) Travelife standards

• Companies can share their Travelife report with each other

• Set requirement: compliance with (local) Travelife Partner standard

• Companies can set their own Corporate reporting and compliance requirements (for group use of for partner)

• Benchmark the (average) performance of Partners

VII. The Travelife criteria

1. Sustainability management and legal compliance 2. Human rights and labour relations 3. Environmental and community relations 4. Transport 5. Accommodations 6. Partner agencies 6. Excursions and activities 8. Tour leaders, local reps and guides 9. Destinations 10. Custumer communication and protection

Type of criteria

Management

• Policy (improvement commitment)

• Process (basline, action plan, monitoring, reporting)

• Absolute or relative indicator

• Training and education

• Transparancy

• Stakeholder involvement

Legal requirements

Performance

• Implementation of economically viable best practices

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Management control

Tour Operator

Internal management

(office and retail operations)

Customer

Communication

Protection

Supply Chain

Transport

Accommodation

Excursion

Destination

Community

Biodiversity

Resources

21

•

Theme

Total

criteria

Voluntary

criteria

Obligatory

criteria

1. Sustainability management

and legal compliance

32 3 29

2. Social policy & human rights 24 4 20 3. Environment & community relations 65 20 45 4. Transport 10 7 3 5. Accommodation 18 5 13 6. Partner agencies 15 8 7 7. Excursions 17 9 8 8. Tour leaders, local reps. & guides 10 3 7 9. Destinations 11 6 5 10. Customer Communication & protection 30 9 21

Totaal

232

74

158

Theme

Obligatory criteria

Legal and

sector

obligations

Management

criteria

Performance

criteria

1. Sustainability management

and legal compliance

4 17 8

2. Social policy & human rights 13 2 5

3. Environment & community relations 9 9 27

4. Transport 0 0 3

5. Accommodation 1 2 10

6. Partner agencies 3 1 3

7. Excursions 1 1 6

8. Tour leaders, local reps. & guides 2 0 5

9. Destinations 2 0 3

10. Customer Communication &

protection

3 0 18

Total

38

32

88

Partner Standard Reporting

criteria

Obligatory

criteria

1. Sustainability management and legal

compliance

16 10

2. Social policy & human rights 18 10

3. Environment & community relations 37 13

4. Partner agencies 7 0

5. Transport 4 0

6. Accommodation 11 3

7. Excursions 12 3

8. Tour leaders, local reps. & guides 8 3

9. Destinations 4 1

10. Customer Communication & protection 8 6

Total 125 49

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Travelife for Group Manager

Educational Institute

Home – www.travelife.info

Click

here

1. Online registration

1. Online registration Educational Institute

67

68

1. Online registration Student (coordinator)

69

1. Online registration Student – team members

Working in groups

One student is the sustainability coordinator of the team

Coordinator is responsible for planning and reporting

Other students are team members (staff of coordinator)

The coordinator will register his team members

70

2. Login

Your email address is YOUR

USERNAME

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3. Manage your students

Login / My students

As education group manager you only manage the registrations

of student coordinators

Registrations of student team members are managed by the

student coordinators

The status of a newly registered student will always be

‘Registered’ (no access rights yet).

Block, remove or give access rights to student

72

4. Manage mail

Login / My students

Send email to (selected) students

Login/My profile / Admin / Mail settings

Your auto message signature

Your auto message email address

Login/My profile / Admin / Mail settings / Translate automatic messages

Overview of auto emails sent by Travelife system

To edit auto emails

73

5. Travelife Training

•How to make and

implement a sustainability

mission statement, policy

and action plan.

•How to improve your

internal sustainability

management (e.g. how to

‘green’ your office and how

to treat employees fairly).

•About the sustainability

impacts of your

accommodation, transport

and excursion providers.

•Actions you can take to

improve sustainability of

your suppliers.

•How to positively motivate

your customers to make

more sustainable choices

during their holidays.

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6. Travelife Exam Formal and informal exam

E-learning platform

…different thematic exams with different question types, different

diplomas, best practices, solutions and other information

75

6. Travelife Exam

Create exam (1)

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6. Travelife Exam

Create exam (2)

77

6. Travelife Exam

Create exam (3)

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6. Travelife exam

Review exam question

79

6. Travelife exam

Approve diploma

Login / My students column ´Personal Diploma´

Status is ´Pending´…student has passed for the formal

exam, but still does not have a personal diploma

´Approve diploma´….student will receive auto-email

and will be able to download personal diploma

You will be able to approve the exams of student

coordinators as well as student team members

You will see WHEN a student passed for the formal

exam, % of correct answers, validity of diploma

80

6. Travelife exam

Edit settings personal diploma

Login / My Profile / Admin

Change validity, content and lay-out of the personal certificate.

Click button ‘Edit’ under item ‘Personal certificate settings’

81

7. Planning and Reporting

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7. Planning and reporting

Planning – student (team) action plan

83

7. Planning and reporting

Planning – student (team) action plan

84

7. Planning and reporting

Reporting – student (team) report

85

7. Planning and reporting

Reporting – student (team) report

Indicators

Submit

86

87

88

89

7. Planning and reporting

Reporting – view, approve, resend

Login / Planning and Reporting / Reporting

Student name

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7. Planning and reporting

Reporting – criteria management

91

7. Planning and reporting

Reporting – ´company certificate´

Travelife Partner vs Travelife Certified

Managing a seminar

In case you need further help

info@travelife.info

EU CSR Tour Project

Project CSR TOUR:

Corporate Social

Responsibility Training and

Certification in the Travel

Sector

WP 1 Improvement and adaptation of CSR training, standards

and technical support system (lead: ECEAT)

WP 1.1 Improving and adapting CSR Training system

- Content

- Methodology

WP 1.2 Adapting CSR Training to VET institutes

- Content

- Methodology

WP 1.3 Adapting CSR Standards

- For travel companies

- For suppliers

WP 1.4 Improving technical and support system

- Virtual learning environment

- Support tools

Main results 1 Collection and integration of at least 15 best practices per country

2 MoU between VET institutes and Associations

3 Translated web-site regarding sustainability standards, self-assessment and

self-training for accommodations

WP 2 Testing the CSR training system and standards in

importing countries (lead: UHPA)

WP 2.1 Testing CSR Training system

and Technical / support systems

WP 2.2 Testing CSR Training system for VET institutes

WP 2.3 Testing CSR Standards for Travel companies

and Technical / support system

Main results 5 Web tools for “CSR in travel companies”

6 “CSR for travel companies” training handbook

7 “CSR in Tourism” course for VET institutes

4 “CSR for travel companies” virtual learning environment

8 A country-specific CSR grading and award system for travel companies

WP 2

4 th September 2013 Monnickendam, TOT, CSR TOUR

Testing of improved and updated training system, standards and technical system. Two test groups: - Travel agencies/tour operators, - Teachers and students of VET institutes (7 persons). Final national standards and training program will be defined based on the feedback.

WP 3

Train the trainers

(lead: ECEAT)

WP 3.1 Train trainers

to provide CSR trainings for travel company staff and CSR courses in VET institutes

WP 3.2 Train advisors / auditors

to assess CSR Standards for travel companies

WP 3.3 Train auditors

to assess Sustainability Standards for suppliers

Main results

10 Train the trainer workshop aimed at training travel company staff and VET

tourism students about CSR in tourism companies

11 Company advisor/auditor training workshop in Croatia

12 Accommodation auditor training workshops in Greece and Croatia

WP 3

4 th September 2013 Monnickendam, TOT, CSR TOUR

The key for building capacity by providing expert personnel for the implementation of the training system and the use of tools in each country . „Training the trainers” workshop will train and certify the representatives of tourism organizations and employees of vocational schools. Advisers and auditors for system evaluation and certification of travel agencies and hotels will be trained in separate workshops.

WP 4

Implementation (lead: UHPA)

WP 4.1 Implement CSR Training system

1. Awareness raising 2. Trainings 3. Certification

WP 4.2 Integrate CSR training into VET curricula

1. Administrative integration 2. Conduct courses 3. Dissemination

WP 4.3 Implement CSR Standards for Travel companies

1. Awareness raising 2. Consulting and implementation 3. Auditing & certification

WP 4.4 Implement Sustainability Standards for suppliers

1. Awareness raising 2. Consulting and implementation 3. Auditing & certification

Main results 13 A Communication strategy for each country

14 National training workshops for CSR coordinators

16 Travel companies coached and awarded for CSR quality standard

17 Information brochure for accommodation suppliers

18 Information and training workshop for hotel owners in Croatia and Greece

It is good. Can it be better?

5th September 2013 Monnickendam, Interim Meeting, CSR

TOUR 105

1) „Quick fix” What can be improved during the training and after it in short term (45 days)?

- Questions from the exam - More interactive materials and examples added - Adaptation to national context - Suggested methodology

2) Continuous improvement..... 3) How can each of us contribute?

VLADA REPUBLIKE HRVATSKE Ured za udruge

Training material development working groups

Training improvement WG’s 1. Adaptation training to different target groups

(PIT), micro companies, TA’s, DMC’s

2. Exam question working group. (UHPA)

3. Interactive exercises working group.

4. Role play working group (policy, planning, reporting).

Thematic training development WG • List all the ideas related to content,

methodology, interactive exercises? • What can be done before December 1, 2013 • What can be done next year? • Deliverables? • Resources needed? • Are you able to contribute? If so: what, who

and when…

In case you need further help

info@travelife.info

Thank You & Good Luck !