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Now and Beyond London 2012:

Now and Beyond London 2012:. Business Opportunities for Wales. A Commitment to Excellence in Construction. Arthur Emyr Director Wales for the 2012 Games. Nawr a Thi Hwnt i Lundain 2012. Cyfleoedd Busnes i Gymru. Ymrwymiad i Ragoriaeth wrth Adeiladu.

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Now and Beyond London 2012:

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  1. Now and Beyond London 2012: Business Opportunities for Wales A Commitment to Excellence in Construction

  2. Arthur EmyrDirectorWales for the 2012 Games

  3. Nawr a Thi Hwnt i Lundain 2012 Cyfleoedd Busnes i Gymru Ymrwymiad i Ragoriaeth wrth Adeiladu

  4. Sioned EvansDepartment of Economy & Transport

  5. Department for the Economy & Transport22nd of May 2008 Flexible Support For Business

  6. CONTENTS • BACKGROUND • DELIVERY MODEL • ACCESS • RELATIONSHIP MANAGEMENT • FUNDING AND SPECIALIST SUPPORT • ‘FINE TUNING’ – CONTINUOUS IMPROVEMENT

  7. FLEXIBLE SUPPORT FOR BUSINESS: BACKGROUND Business Consultation Conclusion: ‘Less would be More’

  8. 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.

  9. DELIVERY MODEL Tier 1 KB4B Tier 2 Account Web / Telephone Access Management Tier 3 General Support

  10. 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.

  11. DELIVERY MODEL: SECTOR OVERLAY Social Care Automotive Bio Chemicals Aerospace Pharmaceuticals High Technology Construction Financial Services Creative Industries Agri-food Leisure & Tourism

  12. THE SERVICE - THREE CORE ELEMENTS Access Fast, 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 centres Relationship Management Dedicated relationship managers to support growth potential by diagnosing development needs and sourcing a package of relevant tailored support. Funding and Specialist Support A 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.

  13. 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

  14. 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.

  15. Research / Innovation Dept HE Organisations Industry / Reg. Comm’ty Groups Inventors Pre-start Large Corporate Medium Business Small Business Current service = ‘excellent’ (%) Identify Target Clients Qualify Support Opportunity Manage Service Delivery & Quality Build & Sustain Relationship Account Management Framework ‘Extremely’ important (%) 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

  16. Each of our levels of support will have specific criteria associated • dedicated, ongoing support • demand pull and push • high value add, low volume • balanced portfolio • large / strategic • growth / accelerate • embryonic / launch Access Research / Innovation Dept HE Organisations Knowledge Bank for Business Industry / Reg. Comm’ty Groups Inventors • dedicated, ongoing support • demand pull and push • high value add, medium volume • large / strategic • growth / accelerate • recovery / support Dedicated Business Support Pre-start Large Corporate Medium Business SME Business Support Small Business • Short term support • high volume at point of entry • project-based, point solutions • small / medium

  17. 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

  18. 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

  19. 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.

  20. 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.

  21. 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.

  22. Panel Session

  23. Cultural OlympiadGwyn L Williams

  24. TourismJonathan Jones

  25. Reusable VenuesKaren Lloyd

  26. DesignAlan Mumby

  27. Now and Beyond London 2012: Business Opportunities for Wales A Commitment to Excellence in Construction

  28. Gareth HallDirectorDepartment of Economy & Transport

  29. Now and Beyond London 2012: Business Opportunities for Wales A Commitment to Excellence in Construction

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