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TIC Network Update

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:.

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TIC Network Update

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

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

  3. Network Performance:

  4. Recap on Priorities for Action:

  5. Recap:

  6. 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?

  7. VIP Achievements: • Robust Mystery Shopper Programme • Reading the Customer and tailored training

  8. VIP Achievements: • Operational standards & services revised • Categorisation of network in line with audience • Corporate Branding

  9. VIP Achievements: • Frontline Fams

  10. VIP Achievements: • VIC uptake of What’s On Tool

  11. 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?

  12. 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.

  13. 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.

  14. Current Councils / VIC’s

  15. RPA Councils / TIC’s

  16. 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.

  17. 6 month focus: self assessment • Self assessment against new Minimum standards / VIP. • Template will be circulated week commencing 23rd 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 18th October. • Business Planning workshop Thur 14th Nov. • Guidelines for all information providers (quality). • Print & distribution working group to review NI Visitor Guide usage and future.

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

  19. 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?

  20. Operational Update

  21. TIC webpage

  22. 6 Month Focus :– TIC webpage

  23. AccommodationBest Practice Findings: • New T&C’s issued for manual bookings • Best practice findings

  24. 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 €51398.06 worth of bookings for Northern Ireland (excludes full NI members.)

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

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