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

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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