Now and Beyond London 2012:
A Commitment to Excellence in Construction
Business Opportunities for Wales
Arthur Emyr
Director
Wales for the 2012 Games
Nawr a Thi Hwnt i Lundain 2012
Ymrwymiad i Ragoriaeth wrth Adeiladu
Cyfleoedd Busnes i Gymru
Sioned Evans
Department of Economy & Transport
Department for the Economy & Transport22nd of May 2008
Flexible Support ForBusiness
CONTENTS
• BACKGROUND• DELIVERY MODEL• ACCESS• RELATIONSHIP MANAGEMENT• FUNDING AND SPECIALIST SUPPORT • ‘FINE TUNING’ – CONTINUOUS IMPROVEMENT
FLEXIBLE SUPPORT FOR BUSINESS: BACKGROUND
Business Consultation Conclusion:
‘Less would be More’
FLEXIBLE SUPPORT FOR BUSINESS: KEY FEATURES
• Client focussed, structured, differentiated, business model.
• Support tailored to individual business needs;• Interventions facilitated by an informed customer
relationship manager;• Support subject to a return on investment test.
We
b / T
ele
ph
on
e A
ccess
Tier 1
KB4B
Tier 2Accoun
tManagement
Tier 3
General Support
DELIVERY MODEL
FLEXIBLE SUPPORT FOR BUSINESS: KEY FEATURES
• Links to detailed sector strategies, developed with the private sector.
• Improved alignment between support for individual businesses and wider WAG strategies and policies.
• Integration of business development and skills support.
• Working with Local Authorities to integrate the support they provide in a seamless fashion.
DELIVERY MODEL: SECTOR OVERLAY
Social Care
Creative Industries
Leisure &
Tourism
Financial Services
Bio C
hemicals
Construction
Agri-food
High T
echnology
Pharmaceuticals
Aerospace
Autom
otive
THE SERVICE - THREE CORE ELEMENTS
AccessFast, simple and straightforward access to information, advice and support via a gateway that includes a website, national phone number or face-to-face from a network of local centresRelationship ManagementDedicated relationship managers to support growth potential by diagnosing development needs and sourcing a package of relevanttailored support.Funding and Specialist SupportA single investment fund so that there is now one place to apply for a package of financial and specialist support to meet your business needs.
ACCESS – CONTACT CENTRE
Contact Centre function: • To act as the reception point and filter for all enquiries
addressed to Flexible Support for Business. • Undertake basic diagnosis of need• Use of a ‘wizard’ to determine the applicability of
service options, and referral of the client on to the most appropriate part of the support infrastructure.
• Provide as many clients as possible with direct access to the support they are looking for (e.g. direct access to events and workshop bookings).
03000 603000
ACCESS – ON LINE AND LOCAL CENTRES
• Online function: To provide information, news, business support materials and increased use of online self-help, including advanced functionality for companies to identify a “package” of support relevant to them (e.g. events, local centres, sector specific support).
www.business-support-wales.gov.uk• Local function: Review and forward strategy for the local
Business Eye centres near completion. Recommendations to focus on the future role of local centres under Flexible Support for Business to include a regional dimension and also provide a co-ordinating, information and advisory role for local businesses.
What have we done to shape our Relationship Management function going forward?
• We have looked externally to shape our approach:
• information from a comprehensive customer satisfaction survey and Ministerial Advisory Group
• reviewed leading industry practice
• have analysed areas for development and planned / implemented change
• As a result we are implementing a new RM organisation structure better aligned to our customers:
• reduced number of customer facing ‘labels’
• introduced 3 levels of support
• built in a sector focus
• We have introduced standard processes and tools:
• standard way of identifying customer need / return on investment
• common CRM system allowing us to better serve our customers
• we will invest in training / development of our RMs
IdentifyTargetClients
QualifySupport
Opportunity
ManageServiceDelivery& Quality
Build & Sustain Relationship
Account Management Framework
10
15
20
25
30
35
40
45
50
55
60
65
10 15 20 25 30 35 40 45 50 55 60 65
Completing work on time
Fulfilling all commitments andexpectations
Delivering services within agreed plans
Having the necessary knowledge andexperience
Establishing and maintaining effectivecommunication with you and youremployeesProactively identifying and solvingproblems
Establishing clear objectives and workplans for delivery of services
Appropriately anticipating andresponding to changes as the workevolvesProviding you with an external orindustry perspective on how otherbusinesses have tackled a problemCreating a seamless team with youremployees
‘Extremely’ important (%)
Cu
rren
t se
rvic
e =
‘exc
elle
nt’
(%
)
HE Organisations
Research /
Innovation DeptIndustry / Reg. Comm’t
y Groups
Inventors
Pre-startLarge Corpor
ateMedium
Business
Small Busine
ss
Each of our levels of support will have specific criteria associated
Acce
ss
Knowledge Bank for Business
Dedicated
Business
Support
SME
Business
Support
• dedicated, ongoing support• demand pull and push• high value add, low volume• balanced portfolio
•large / strategic• growth / accelerate• embryonic / launch
• dedicated, ongoing support• demand pull and push• high value add, medium volume
•large / strategic• growth / accelerate• recovery / support
• Short term support• high volume at point of entry• project-based, point solutions
•small / medium
HE Organisations
Research / Innovation Dept
Industry / Reg. Comm’ty Groups
Inventors
Pre-start
Large Corporate
Medium Business
Small Business
Relationship Management Summary
In summary, our Relationship Managers will:- Develop and manage long and short term relationships with
their business clients;- have greater empowerment at the front line;- Utilise new operational tools, allowing them to
- ‘assess’ customer need- calculate Return on Investment (ROI)- identify appropriate legal routes for the investment
- we will utilise third parties suppliers in our development / training activity;
- be better able to support the sectors they serve
FUNDING AND SPECIALIST SUPPORT - SINGLE INVESTMENT FUND (SIF)
The Single Investment Fund (SIF) replaces the following grant schemes:
i) Assembly Investment Grant,
ii) Regional Selective Assistance
iii) EGS, `
iv) SMART Cymru,
v) Business Property Improvement Grant (BPIG)
vi) Property Development Grant
vii) Section 4 Tourism
FUNDING AND SPECIALIST SUPPORT –PACKAGES OF SUPPORT
Applications
• One Application / One due diligence process.
• An application process where:– decisions can be taken and offers of support made
regionally,– monitoring and payments of smaller packages can be
undertaken regionally,– Monitoring and payment of larger packages may be
undertaken centrally.
• We are rationalising the collection of Key Performance Indicators(KPIs) and outputs to fully evaluate projects.
DELIVERING PACKAGES OF SUPPORT
We are implementing a new CRM system to:– record all our engagements with customers,– capture business information from diagnostic, KPI and
outputs,– monitor our Return on Investment (ROI).
We will be reviewing and analysing all our data to:– identify trends in customer/business progression,– evaluate our effect on the Welsh economy,– feedback into our strategic planning process,– target appropriate sectors.
NEXT STEPS – CONTINUOUS REVIEW
• We will be continually reviewing the way we engage with customers and the support we provide.
• Customer feedback will be an important factor in making sure we’ve got it right.
• Ongoing dialogue with businesses in Wales to help fine-tune our approach.
Panel Session
Cultural Olympiad
Gwyn L Williams
Tourism
Jonathan Jones
Reusable Venues
Karen Lloyd
Design
Alan Mumby
Now and Beyond London 2012:
A Commitment to Excellence in Construction
Business Opportunities for
Wales
Gareth Hall
DirectorDepartment of Economy
& Transport
Now and Beyond London 2012:
A Commitment to Excellence in Construction
Business Opportunities for
Wales
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