Service truly is the backbone of our business. Our success and our customer’s success depend on our ability to put innovation to work everyday as we respond to complex challenges with cost effective, quality solutions.

Success through Service starts with our relationships within IAP. That means every employee working together and supporting each other based on a commitment to responsiveness, excellence, and teamwork. When our internal customer relationships are successful, it sets the stage for success for our customers.

We understand our customers and how to identify their needs. Anywhere and anytime that our customers need help, we’re ready to respond quickly and efficiently. The kind of service that leads to success is built on decades of experience. That’s what IAP brings to its customers — proven success, provided by proven people.

As we build for the future, our mission of “Success through Service” is our foundation —a launch pad for the corporate growth that benefits both our customers and employees. As we envision that growth, we know it comes from earning our customers’ trust. And we do that by delivering on our promises.

We earn trust by developing committed, confident, and tested employees and leaders at all levels of the company and providing them with the tools they need for success. We earn the trust that fuels growth through accountability and our proven systems that ensure a job is done right every time. And we earn trust when our customers count on us time and time again to provide the support services they know are essential to their success.

IAP Worldwide Services is committed to operating with the highest standards of personal and professional conduct. We want our decisions and actions to consistently demonstrate honesty, dignity, fairness, and respect to our customers, employees, suppliers, and the community.

When employees are hired at IAP, their orientation includes training about our Ethics Policy and our commitment to operate in an open and ethical manner. For those working with customers in the government sector, we make certain they are especially aware of laws, rules, and regulations which govern the acquisition of goods and services by the Federal Government.

We maintain an internal auditing office and an Ethics Hotline. Any employee may anonymously report an alleged or possible violation of IAP policies by calling the 24-hour hotline at 1-877-296-8010 (inside or outside the United States).

Nothing is more important than providing our employees and customers a safe working environment, and we integrate our Mission ZERO belief of incident-free workplaces at all locations worldwide. Safety and health excellence is fundamental to every operation across the company. IAP believes a robust safety and health program is paramount to successfully completing the mission our customers have entrusted to us. Our world-class safety program enables us to maximize efficiency, minimize costs, and best serve our customers.

The only acceptable level of performance at IAP is to be Incident Free on every worksite, each and every day.

• Annual Safety Goals that include 25% annual reductions in the Total Recordable Case and Lost Workday Case rates. IAP has reduced lost workday incident rates by 75% over the past three years, and our lost workday case rate is 85% lower than the U.S. private industry average. IAP’s primary safety goal is to continually reduce incidents, injuries, and illnesses with a goal of being incident and injury free



• Recognition from the National Safety Council in 2007 and 2008 through the Occupational Excellence Achievement Award, which is for outstanding efforts in occupational safety performance.



• Recognition and Incentive Programs, both at the individual, team and project level, that recognize superior safety performance and reward employees for working incident and injury free.



• Safety and Health Training Programs that ensure all personnel working under the control of IAP are trained and qualified in the work process and equipment they use to safely perform assigned tasks. The type and method of training may vary but it is always sufficient to assure understanding and meet any statutory requirements to safely complete every task.



• Incident Investigation Process that utilizes incident re-enactments and TapRooT® root cause analysis, a renowned system used by companies around the world to solve quality, safety, production, and reliability problems.

Customer Satisfaction in Action

Each year IAP asks a third party to conduct an annual Customer Satisfaction Survey. Through telephone and Internet surveys, our customers tell us how we’re doing. The latest results show IAP continues to achieve “world-class levels of satisfaction that would be the envy of most other corporations in this or other industries.”

Customers speak highly about our staff’s responsiveness, the quality of customer service, and our quick response to emergency support requests — plus our ability to “do what it takes to get the job done.” They also tell us about the areas in which we can improve, so we can design initiatives to turn their ideas into improved service.

We see that exceptional customer service at work each day at the grassroots level:

• At our Fort Meade project, the U.S. Army has honored the IAP maintenance team with multiple 100% performance scores for continuously exceeding Army standards in maintenance turnaround time and emergency equipment repairs.



• In just one year on the job as Base Operations Support Contractor at Walter Reed Army Medical Center, the IAP team completed more than 10,000 service orders — a service rate of roughly 800 a month compared with 500 a month before IAP began.



• IAP has been recognized as a Key Supplier at the University of California, Lawrence Livermore National Laboratory, supporting high tech energy research in the national interest.



• Customers at Camp Taji, Iraq; Kirkuk Regional Air Base, Iraq; and Al Udeid Air Base have all issued numerous Letters of Appreciation to IAP teams acknowledging their outstanding work, seamless service, professionalism, and dedication to supporting the military’s vital mission.



• IAP government projects consistently earn contract award fees in the 90th percentile and higher — well above the industry average of 80%.

Our people are the engine that powers IAP. As a service provider, it’s their excellence, diverse experience, and abilities that let us deliver for our customers. We’re committed to hiring employees fairly and then providing effective development, motivation, and recognition. We do everything possible to ensure that working for IAP is a satisfying and rewarding experience for all our employees. Opportunities at IAP are challenging and diverse, encompassing a wide range of skill sets and educational backgrounds and experience.

Our Lessons Learned database is a tool developed to capture new innovations that help us deliver exceptional service to both internal and external customers. It’s our way of harnessing the best practices that come from our employees, the ideas that can increase productivity, efficiency, and quality while reducing inefficiencies, rework and cost. We then put those ideas to work across the company for improved customer satisfaction, safety and overall profitability.

We’re committed to achieving excellent service as measured by the accepted international quality standards, including ISO 9001:2000. It’s why we created our Business Operating System or BOS, a proprietary web-based work management system that provides our customers with unprecedented, even real-time insight into our efforts on their behalf. As the home for our standardized business practices, policies, and total workflow management, the BOS is our unique way of ensuring a job is consistently done right.

Our Lean Six Sigma program allows us to identify opportunities for improvement by first mapping out a work process and then analyzing where value is being created and where it’s being lost. We believe this widely respected program leads us to the best solutions for our customers.

We know that providing world-class service requires partnerships with subcontractors and small businesses that operate with the same commitment to excellence as IAP. It’s why we actively nurture and mentor our small business partners. In 2005, our Fort Gordon team won the Small Business Administration’s Dwight D. Eisenhower Award for Excellence in the services category, recognizing IAP’s outstanding record of providing subcontracts to small, minority, and women-owned businesses.

We believe that delivering the highest quality service requires that we are careful financial stewards, focused on the rewards of efficiency and the added value we can bring to our customers.

Sustainability comes to life through living our values. We seek sustainable solutions to our own and our customers’ business needs, balancing environmental, social, and economic considerations. We engage all stakeholders where we work and live to advance the company through sustainable development.

We’re committed to minimizing our environmental impact and improving environmental conditions at all of our locations worldwide. We believe in the “triple bottom line” – financial, environmental, and social performance. IAP measures its success in more than monetary terms; we want to positively impact the communities where we live and work through educational, civic, and charitable partnerships that make a difference.

• In Brevard County, Florida, IAP has been named the Brevard County Business Partner of the Year for its effort to create customized partnerships at local schools that enhance academic achievement and foster an enriched school environment.



• At our Fort Gordon support project, our team implemented environmental process improvements to the water treatment plant that eliminated the use of highly hazardous chemicals and resulted in $150,000 cost savings.



• IAP scientists perform with government research projects across the country on behalf of the U.S. Geological Survey, giving us the opportunity to play a vital role in the protection and preservation of our nation’s natural resources.



• The IAP team at our MITRE Project has been recognized by the Fairfax County Solid Waste Management Program for its successful recycling efforts.



• The March of Dimes Washington DC Capital Region Chapter presented IAP an award for our high employee participation in the “Walking to Save Premature Babies Campaign.”



• IAP performs hazardous substance spill response, remediation, and disposal activities throughout military and civilian areas of Iraq to minimize the environmental footprint from Operation Iraqi Freedom and enable the social and economic growth of the country.

Every partnership at IAP — both internal and external — is built on open communication that starts from day one.

For our customers, that means assessing their needs starting with the contract proposal phase and then continuing to listen, change, and respond as needed throughout our partnership. We foster relationships based on the free exchange of ideas and processes and systems designed to keep our customers informed.

For our employees, it starts when they apply for a job and the lines of communication are never closed. We believe the best ideas can come from the grassroots level, from safety, to work process improvements — we want to know what our employees are thinking. And we keep them informed through an interactive employee web portal, plus corporate and project level publications and briefings.

Information — from our customers and our employees – equals the power to work smarter. That’s why our Global Operations Heavy Lift transportation project in the Middle East developed a “smart book” covering everything from mission tasks, to convoy preparation, to safety and mission recovery. It’s the lessons learned and an open book provided to our customers as we keep them in the loop.

When it comes to communication, the door is always open and we always want to listen.