Sidecar Web applies the European standard EN 16114 to provide a structured framework for its consultancy work. This document should be seen as a general framework. It includes guidelines for evaluation and continuous improvement.
The first phase of a consultancy assignment is the offer. Sidecar Web and the client reach a clear agreement on the service to be provided and commit to working together. Transparency is essential to avoid misunderstandings and minimise risks.
Once agreement has been reached, the second phase of the assignment is the execution. Le Sidecar Web implements its service delivery following the agreed approach and plan. To achieve the result expected by both parties, Le Sidecar Web and the client must work together with trust, fairness and mutual respect.
The final phase is closure. Once the products and services have been delivered and the results have been evaluated, the assignment is considered to be the desired solution, including all outstanding issues and meeting all contractual and legal obligations. The client then confirms that the assignment is complete.
The following clauses provide more detail on each of these phases.
Sidecar Web maintains an appropriate level of knowledge of the applicable laws, policies, rules, regulations and standards that govern its services.
A clear understanding between the client and Le Sidecar Web is essential to ensure the full success of the assignment. Le Sidecar Web applies a communication protocol throughout an assignment that maximises understanding, creates trust and minimises risk:
we establish the briefing elements in a written document and share it with our clients.
we see our work as a solution to our clients' needs.
we communicate with our clients by mail or via an online collaborative platform to ensure that key statements can be followed up.
we confirm receipt of all documents, messages and instructions in writing.
we ask for written validations.
The professional conduct of Le Sidecar Web is guided by professional ethics and a code of values.
See Annex A "Ethical Guidelines" and Annex B "Values".
Sidecar Web only accepts assignments that the company is able to perform in a professional manner in accordance with this European Standard.
If Le Sidecar Web has reason to believe that the agreed results of the assignment cannot be achieved according to the terms of the contract, the company shall inform the client without delay and propose a renegotiation of the contract.
Sidecar Web follows a Quality Management approach to anticipate, manage and quantify risks and problems.
The Sidecar Web offers a guarantee on the services to be provided, defined in the specific conditions of each quote.
Sidecar Web has a structured evaluation process in place to record and evaluate the results of its missions:
diagnose the effectiveness of the mission;
make recommendations for corrective action;
implement new processes and methods.
See Annex C "Assessment criteria".
The evaluation policy is implemented for the duration of the relationship between the client and Le Sidecar Web. Even if no evaluation is included in the agreement, The Web Sidecar follows a process to learn from the work it undertakes. If an evaluation is required for contractual reasons to determine the amount of fees paid, Web Sidecar and the customer will agree on the most appropriate method of evaluation.
Several activities take place before a consultancy assignment is carried out, including
1) identification of the customer's needs, to be carried out jointly by the customer or his representative, by Le Sidecar Web or by both;
2) selection of the supplier, to be carried out by the customer, taking into account the technical/economic proposals presented by Le Sidecar Web;
3) definition of the specifications, to be carried out by the client, by Le Sidecar Web or by both. The offer includes an analysis and conceptualisation of the problem to be solved, an approach to the services to be requested and a budget for these activities.
4) negotiation and agreement, to be carried out by both the customer and Le Sidecar Web.
The objective of the offer phase is to reach an agreement between Le Sidecar Web and the client on the services to be provided.
The offer phase includes many elements, including the perceived needs, expectations and desires of the client, the constraints and potential risks of the assignment, and any significant changes.
The result is a legally binding agreement between Le Sidecar Web and the client. The outcome specifies the services and deliverables to be provided and establishes the rights and obligations of each party. Depending on the context, the agreement may refer to a "Request for Proposal", describing a set of requirements and specifications for the services, deliverables and evaluation criteria.
A proposal from Le Sidecar Web to the customer always includes:
details of services and deliverables;
the approach and work plan;
terms and conditions.
These points constitute the typical content of the collaboration agreement between Le Sidecar Web and the client. However, Le Sidecar Web or the customer are free to add additional elements such as: roles and responsibilities.
The background description ensures that the client is aware of all the significant information required to work on the assignment. It includes general information about the engagement, assumptions, scope and limitations, and specifies the stakeholders. It contains relevant facts, for example, an accurate description of the organisation's current situation, the client's objectives, the reasons why the work is to be performed, the assumptions and their impact, and the scope and limitations of the engagement. It also specifies the constraints and risks associated with the assignment, to the extent that they are known and identified. These risks will be taken into account during the execution phase.
The collaboration agreement contains a description of the services to be provided, the expected results and the deliverables. The objectives must be specific, measurable and achievable, relevant and time-bound so that the results of the assignment can be evaluated.
The Sidecar Web provides work plans for the operational planning of the services to be implemented.
Le Sidecar Web provides its services in accordance with its own terms and conditions applicable to invoicing, such as fees and charges, payment schedule, expenses, and more generally all relevant information with respect to applicable legal and regulatory requirements and legal obligations, such as ownership of materials and files, users' rights, licenses, intellectual property rights, limits of liability, etc. The general conditions of The Sidecar Web also include reference to the applicable professional standards, as well as all requirements, responsibilities and activities related to the policies applicable to the mission, such as the regulatory framework, communication, ethics, social responsibility, capacity, quality, guarantees, health and safety, and any other agreed element. For cross-border and international services, they specify the applicable law.
Execution is the delivery of the services agreed in the offer phase. Beyond the delivery of the agreed services and the execution of the assignment, the ultimate goal of the execution phase is to satisfy the client.
The aim of this phase is to deliver what was agreed in the offer phase.
Implementation should not begin until there is an agreement. Significant changes in the context of the mission that impact on implementation may require renegotiation of the agreement.
The results are as follows:
services or deliverables;
recommendations and approach for the future, where appropriate;
continuous evaluation and improvement.
The components of the implementation phase should include:
implementation of the work plan;
management and monitoring of assignments;
The work plan agreed in the tender phase must be refined in detail to reflect the actual conditions at the start of the execution phase. Once the work plan has been validated, Le Sidecar Web executes the assignment in accordance with it.
Ongoing planning and coordination between the client and Le Sidecar Web is critical to the success of the assignment. In order for the assignment to be successfully executed, several activity points are addressed, including
monitoring progress and controlling change,
communication and reporting.
Final decisions regarding the assignment are to be made by the client. The Web Sidecar will make all reasonable efforts to provide relevant information regarding the assignment. The governance of the project will respect the terms of the agreement between the client and The Web Sidecar, in order to deal with the consequences of any breach of the agreement.
The Web Sidecar applies the agreed methodology and project management principles throughout the assignment.
The Sidecar Web ensures that the mission is carried out effectively and efficiently.
All resources involved in the assignment are made available and managed in accordance with the agreement between Le Sidecar Web and the client.
The progress of the assignment against the work plan is monitored and formally established. Significant changes may occur that go beyond the original scope of the agreement. These will be considered as new entries in the offer and/or execution phases.
Both business and mission risks will be continuously assessed and managed to the extent possible. Risk management identifies, analyses, evaluates and prioritises potential risks, coordinates and applies the resources required to minimise, monitor and control the likelihood and impact of unexpected events.
The client and Le Sidecar Web follow an agreed quality plan to ensure that the service is delivered and that the results are delivered.
The communication principles agreed in the tender phase will be followed throughout the assignment and include regular progress and risk reports as appropriate.
A process is agreed for the validation of all services provided during the assignment. The commercial implications of validation or rejection will be dealt with in accordance with the agreement.
The assignment is complete when the client approves and accepts the service provided and the deliverables. Sidecar Web cannot consider the assignment closed until the closing procedures are completed. These include the following:
legal and contractual issues;
final evaluation and improvement;
minor outstanding issues.
The purpose of the closure phase is to agree on the end of the assignment in a structured way after the service has been completed.
The closure process begins when it is decided that the assignment is complete, normally when the agreed service has been delivered. A closing cannot occur until the original agreed service has been provided. In such cases, the original agreement between the client and The Sidecar Web may be amended.
The closure process has a number of outcomes, including
the release of all parties from their obligations under the agreement;
the obligation to respect the ongoing obligations between Le Sidecar Web and the client (for example, guarantees, confidentiality, management of outstanding problems, etc.);
payment of bills, expenses, etc.
Legal and contractual issues
The Sidecar Web implements all necessary arrangements to ensure that all legal and contractual matters can be dealt with quickly and efficiently in accordance with the agreement. These arrangements include:
invoicing and payment;
the balance sheet of Le Sidecar Web;
the release of resources (including subcontractors);
intellectual property rights;
remaining obligations after closing (e.g. legal provisions, confidentiality and non-competition clauses, outstanding issues, etc.).
Although no evaluation method is specified in the agreement, Le Sidecar Web learns from its assignments so that it can be applied for improvement. An evaluation may be required for contractual reasons to determine the fees paid. If this is the case, Le Sidecar Web and the client will agree on the most appropriate method of evaluation.
Sidecar Web has expertise in evaluation and ensures that strengths and opportunities for improvement are recorded and shared among staff.
The Sidecar Web ensures that all administrative matters are handled quickly and efficiently. These processes may include:
indexing, filing, archiving;
backup of data and records;
the return of the client's property, equipment and facilities (e.g. files, records, data, security passes);
the use of subcontractors and internal resources;
the completion of internal quality assurance procedures.
Sidecar Web ensures that all communication obligations regarding the assignment are met (confidentiality agreements, preparation of case studies, articles, reference requests, etc.) and that the client is debriefed at the end of the assignment.
Sidecar Web follows a process, agreed with the client, to resolve any minor outstanding issues after completion of the assignment, so that closure can be agreed.