TIC Network Update Wednesday 18 th September 2013 Brenda Murphy Jayne O’Neile

Overview: Network performance update VIP Achievements VIP 2015 Goals Next steps (6 month focus) Areas for review / update Q & A – discussion groups

Network Performance:

Recap on Priorities for Action: 4 Themes: PeopleEstablishes how NITB will work with the people of NI to develop a unique visitor experience. PlacesEstablishes how investment will be encouraged in places making them better for residents and visitors. PromotionsHighlight the opportunities to represent the product to the priority markets. PartnershipEstablishes the roles and responsibilities of all agencies.

Recap:

Sense Check: Have we responded? Are we more proactive? Has Network embraced VIP vision?  Partnership working  New approaches  New ways of working What are the targets going forward? How do we measure success?

VIP Achievements: Robust Mystery Shopper Programme Reading the Customer and tailored training Assessment Type Summer 2011 Spring 2012 Summer 2012 Spring 2013 Summer 2013 Visit Phone

VIP Achievements: Operational standards & services revised Categorisation of network in line with audience Corporate Branding VIC CategoryNumbers Gateway5 Destination13 Local13

VIP Achievements: Frontline Fams Number of FLF’s supported 8107 Funding Awarded £8k£10k£5.5k

VIP Achievements: VIC uptake of What’s On Tool

Sense Check: Yes, achievements noted but more work to be done. Time is critical. What additional support is required? Who needs to be consulted in your organisation? What is NITB’s ask?

Opportunities: Local information hubs disseminating information and promoting visitor welcome to other partners / outlets in their area. Engage with and co-ordinate training on visitors needs with local partners. Increase role in destination marketing via customer data collection and customer relationship marketing. Engage with new media – become guardians of destination “brand”, especially on UGC websites and use social networking to interact with potential visitors. Be the “Custodians of Content” – collate accurate and appropriate data and disseminate to traditional and online outlets including mobile devices. TIC staff natural communicators – visitors can engage with the stories of NI. BE PROACTIVE……need closer alignment to marketing activity.

Challenges: Sustaining the network  Develop cluster and promote tourism products, facilities and attractions in partnership with private sector to provide a complete tourism experience. New ways of working  identify options for data management and develop co- ordinated approach to engaging local businesses. Partnership and coordinating the network  ensure a co-ordinated approach taken to development of new IT systems and information services provided by tourism bodies.

Current Councils / VIC’s

RPA Councils / TIC’s

2015 Goals: Proactive network – welcoming, taking info to the visitor & read the customer. Greeter programme plan in place to support events in key locations. Common services & standards in place for information points outside of network. Print and distribution reviewed.

6 month focus: self assessment Self assessment against new Minimum standards / VIP. Template will be circulated week commencing 23 rd September to TDO’s & Supervisors. Complete honest review of working practices, identify what changes you have made in line with VIP / new standards requirements. Return by Friday 18 th October. Business Planning workshop Thur 14 th Nov. Guidelines for all information providers (quality). Print & distribution working group to review NI Visitor Guide usage and future.

Next steps - 6 month focus: VIC Self Assessment – return date 18 th Oct Workshop – 14 th Nov (Supervisors and TDO’s) Business Planning Series of review groups Guidelines for visitor info providers in NI

Questions: Have we responded? Are we more proactive? Has Network embraced VIP vision?  Partnership working  New approaches  New ways of working What are the targets going forward? How do we measure success? Is engagement at the right level? How do the challenges feel to network?

Operational Update

TIC webpage

6 Month Focus :– TIC webpage

Accommodation Best Practice Findings: New T&C’s issued for manual bookings Best practice findings Region:CommissionBooking Fee England10%No Scotland10%£4 Wales10%£2 ROI10%No NI10% Manual 5% (B&B Ireland) £3

Accommodation Booking B&B Ireland Affiliate system – 15 network members 157 B&B providers online and bookable to date NISCA / Super Control / NITB meeting early Oct € worth of bookings for Northern Ireland (excludes full NI members.) Total Live:JuneSeptember+/- Antrim Derry/Londonderry Down Fermanagh Tyrone Armagh24+2 Total

Review Groups: Retendering requirements:  Network Uniforms  Mystery Shopper  Training Contract Working groups:  Information provision beyond Network  Literature Racking Policy  Frontline Fams