Appendix 14a
Call Centre & Distribution
Isle of Wight Tourism
Departmental Business Plan
2002/2003
Purpose
To facilitate the highest level of customer service possible
to persons requesting tourist information, offering products and services for
sale where appropriate to customer needs. Further to distribute publications on
behalf of IWT to fulfil its customers needs.
Aims
To
work with Membership Dept to increase awareness of booking/referral system
To
increase participation amongst Members of the Accommodation Booking system
(Wight Hotline)
Work
with TIC Operations Officer to share staff between TICs and Call Centre.
Re-locate
reception area into Call Centre
Improve
appearance of the reception area
Work with ferry operators to re-locate personnel connected
with Ferry Distribution
Team Structure
Performance Indicators
CC1: Percentage of
calls answered by an operator within office hours: tbc
CC2: Respond to Email
request within 3 working days
CC3: Respond/dispatch
Mail order requests with 3 working days
CC4: Check that customers are satisfied with the
service we have provided by asking them to complete a Customer Satisfaction
Survey form
CC5: Conduct research
relating to guide/image campaign enquiries
Sales Targets
Due to untypical trading during 2001/2002 these have been
based upon the previous year actuals 2000/2001
Accommodation Bookings (gross sales net of VAT) £315,000
Transport Bookings (gross sales net of VAT)
£25,000
Mail Order Sales £8,000
Direct Marketing £5,000
tbc
Corporate Objectives
The following corporate objectives have
been identified as most relevant to this department:
i. The right
framework
iii. Access for All
iv. Technology
v. Improving Quality
viii. Research
ix. Marketing
x. Premises
xii.
Best Value
Isle of Wight Tourism Strategy May 2001
Budgets
Controllable budget allocated to Sally Richardson
T413 Call Centre £
TE470 Distribution Staff 11526
34188 Accommodation Booked 320000
34189 Ferries Booked 40000
50001 Salary Recharge 22688
T8269 Holiday Booking Income -320000
T8290 Ferry Booking Income -40000
Total Net Budget 7171
T424 Tourism Guides, Mainland Distribution
TE460 Distribution General 500
T1200 Summer Pocket Guide -200
T1210 Camping Guide -50
T1220 IW Guide -150
T9267 Pub Walks -50
T9268 Golfing Guide -50
Total Net Budget 0
T435 Holiday Insurance Scheme
T9270 Holiday Insurance Income -4000
Total Net Budget -4000
T436 Mail Order
T9250 Publication Sales -10000
Total Net Budget -10000
T448 Direct Marketing
T9216 Leaflet Drop Income -2000
Total Net Budget -2000
Various distribution
budgets are included within individual publication budgets.
Appendix 14b
Marketing
Isle of Wight Tourism
Departmental Business Plan
2002/2003
Purpose
Develop effective marketing programmes to promote the Isle
of Wight as one of the UKs leading holiday destinations.
Aims
Produce quarterly research monitors within 4 weeks of the
period end
Produce end of year report from quarterly monitors within
6-8 weeks of year end
Provide relevant stakeholders (build new database) with
regular business bulletins
Ensure marketing strategy group meets regularly to direct
operations
Establish a new working partnership with the BTA, ETC and
RTB.
Improve IWTs understanding of the Islands
key market sectors
Team Structure
*
Temporary arrangement pending agreed future role within IWT
Performance Indicators
M1: Measure awareness
pre & post marketing campaign against campaign objectives
M2: Undertake
business conversion surveys post campaign 20% new business
M3: Omnibus Surveys
pre and post campaign Attitude survey
M4: Qualitative
Research via focus groups 1 p/a
M5: Measure
M6: Marketing
budget/Total IWT budget %share.
Team Development Plans
tbc
Corporate Objectives
The following corporate objectives have been identified as
most relevant to this department:
i. The right framework
ii. Sustainable Tourism
iv. Technology
v. Improving Quality
viii. Research
ix. Marketing
xii. Best Value
xiv. Tourism for Islanders
xvi. Events
Budgets
Controllable expenditure allocated to Hal Matthews
T406 Research £
TE480 Research 20000
Total Net Budget 20000
T434 Image Campaign
50001 Salary Recharge 8519
T9105 Image Campaign Income -146000
Total Net Budget 320043
T403 Co-ordinated
Advertising
TE499 Expenditure 5000
T9079 Income -5000
Total Net Budget 0
T447 Exhibitions
TE610 Stand Space 30000
T9155 Income -20000
Total Net Budget 10000
T449 Walking Festival
TE320 Artwork/Repro 300
TE340 Printing 11700
TE400 Advertising 3000
TE495 Promotion 1500
TE900 Sundry Expenditure 4500
34479 Entertainment 5600
34810 Events 3400
62306 Contributions from Outside Bodies -15000
62750 Contribution to Costs -25000
Total Net Budget -10000
T453 Internet
25211 Computer Hardware 600
28671 Maintenance of
Software 400
TE320 Artwork/Repro 5055
TE900 Misc. Sundry 120
31517 Telephones Data
lines/Internet 2000
TE905 Contractors
Services 1825
T9266 Internet Income -10000
Total Net Budget 0
Appendix 14c
Press & Public Relations
Isle of Wight Tourism
Departmental Business Plan
2002/2003
Purpose
Raise awareness and improve perception of the Isle of
Wight as one of the UKs leading holiday destinations through proactive
communications management. Ensuring key messages and images are incorporated
into positive media coverage. Develop awareness at a local level of the importance
of tourism to the Island and to develop and maintain existing communications
with all major stakeholders and partners.
Aims
Raise the Islands profile in the trade press and
secure positive media coverage.
Develop and implement a program to improve
understanding and appreciation of tourism amongst Islanders (including business
stakeholders).
Provide full media service to 5 Island events
utilizing new portable media centre.
Maintain and develop IWT website media zone.
Review in-house media evaluation
Improve
appearance and appeal of IWT media packs ad releases.
Team Structure
Performance
Indicators
PR1: Positive media coverage achieved
equivalent media value £3million p/a
PR2: Positive TV and radio coverage achieved -
equivalent media value TBC.
PR3: Press
releases per annum which have gained positive media coverage - 12
PR4: Provide a
thorough press cutting service within set budget £2000 p/a
PR5: Provide a
comprehensive media database within set budget - £3000 p/a
PR6: Tourism
News satisfaction survey rating - minimum approval rating tbc
PR7: Produce 4 issues per annum of Tourism
News within set budget
PR8: Number of
media enquiries completed per person in department 150p/a
PR9: Provide
full Media Service to strategic Island events: 5
Develop new teams through Personal Development Plan,
appraisals, clarifying roles and responsibilities, and implementing a yearlong
training schedule for Press & PR staff to improve quality and effectiveness
of work produced within the department.
|
Date
|
Name
|
Course
|
|
19 March
|
Anna
|
Press release surgery
|
|
20 March
|
Sue
|
Getting coverage in womens magazines
|
|
1 May
|
Sue / Anna
|
Improve your press release
|
|
19 June
|
Sue / Anna
|
Getting coverage on local and national radio
|
|
3 July
|
Alix
|
Communications Strategy
|
|
24 July
|
Sue / Anna
|
Getting coverage in national newspapers
|
|
31 July
|
Alix
|
PR Strategy
|
|
11 September
|
Alix
|
Internal Communications
|
|
18 September
|
Sue / Anna
|
Make regional media work for you
|
|
2 October
|
Sue
|
Introduction to Project Management
|
|
27 Nov
|
Alix
|
Crisis Management
|
Corporate Objectives
The following corporate objectives have been identified as
most relevant to this department:
i. The right framework
ii. Sustainable Tourism
iv. Technology
v. Improving Quality
vii. Regeneration
ix. Marketing
xii. Best Value
xiv. Tourism for Islanders
xvi. Events
Budgets
T402 £
TE750 -
Subsistence 1000
TE600 -
Transport 100
TE830 -
Computer Expenses 500
TE820
Printing & Stationery 400
TE385
Production Photographs 1000
TE410
Promotion Press & PR 3250
TE900
Sundry Expenditure 1200
TE840
Postage & Carriage 300
TE880
Subs to Journals / Magazines 1000
34242
Press Cuttings Service Charge 2000
34637
Hospitality Allowance 3500
34661
Exhibitions 750
34100
Contractors Services (Mediadisk) 5000
Total
Budget 20000
Appendix
14d
Marketing
Production
Isle of Wight Tourism
Departmental Business Plan
2002/2003
Purpose
To produce Official Guides, Brochures, Leaflets and other
material, as required, to the highest level of quality and accuracy both on
time and on budget. Provide up-to-date images and editorial for Isle of Wight
Tourism promotion.
Aims
Develop and implement a mechanism for
reviewing all contractors.
Tbc
Team Structure
Performance Indicators
MP1: Percentage of
brochures/guides delivered on schedule tbc
MP2: Percentage of
brochures/guides on budget - tbc
MP3: Percentage of
complaints received - tbc
MP4: Percentage of
printed media on recycled paper tbc
tbc
Corporate Objectives
The following corporate objectives have been identified as
most relevant to this department:
i. The right framework
ii. Sustainable Tourism
iii. Access for All
iv. Technology
v. Improving Quality
viii. Research
ix. Marketing
x. Premises
xii. Best Value
xvi. Events
Budgets
Controllable expenditure allocated to Hal Matthews
T404 Camping Guide
TE340 Production Printing 2075
TE440 Distribution Postage 400
T2210 Leaflet Income -5927
Total Net Budget -3452
T417 Teachers Guide
TE320 Production Artwork/Repro 1345
TE340 Production Printing 12520
TE460 Distribution General 7720
T1220 Guide Revenue -21585
Total Net Budget 0
T400 Isle of Wight Guide £
06920 Temp Staff Gross Pay 9477
06942 Temp Staff NI 515
06952 Temp Staff Pension 824
TE830 Computer Expenses 1000
TE300 Rate Card 3576
TE310 Design 500
TE320 Artwork/Repro 36322
TE340 Printing 101842
TE385 Photographs 10000
TE400 Advertising 133632
TE390 Sundry Cost 1821
TE430 Mailer 37107
TE450 Distribution Storage 2100
TE460 Distribution General 500
TE840 - Postage &
Carriage 3600
TE440 Distribution Postage 163000
TE415 Promotion Refunds 1000
T1230 Accommodation Ads -550000
T1225 Attractions Ads -53000
Total Net Budget -96184
T426 Beach Guide
TE390 Sundry Cost 2000
T0220 Income -2000
Total Net Budget 0
T422 Winter Pocket Guide
TE320 Production Artwork/Repro 2200
TE340 Production Printing 16400
TE390 Sundry Cost 500
TE460 Distribution General 7200
TE480 Research 2300
T0201 Income -40000
Total Net Budget -11400
T421 Summer Pocket Guide
TE310 Design 2200
TE320 Production Artwork/Repro 5000
TE340 Production Printing 101000
TE370 Mapping 1000
TE385 Photographs 3000
TE861 Dispensers 2500
TE900 Sundry Expenditure 500
TE450 Distribution Storage 5000
TE460 Distribution General 12400
TE480 Research 2800
T2200 Guide Income -11500
T1200 Income -163500
Total Net Budget -39600
T451 Eating Out Guide
TE320 Artwork / Repro 1400
TE340 Printing 7000
TE861 - Dispensers 300
TE460 Distribution General 1220
T0264 Income -10270
Total Net Budget -350
T454 Town Maps
TE310 Design 15000
TE320 Artwork/Repro 20000
T1245 Town Map Income -50000
Total Net Budget -15000
T455 Pub Walks
TE310 Design 2000
T9267 Income -3000
Total Net Budget -1000
T453 Internet
25211 Computer Hardware 600
28671 Software Maintenance 400
TE320 Artwork/Repro 5055
TE900 Sundry Expenditure 120
31517 Data Lines/Internet 2000
TE905 Contractors Services 1825
T9266 Internet Income -10000
Total Net Budget 0
T456 Golfing Leaflet
TE340 Printing 3300
T9268 Income -3800
Total Net Budget -500
T466 Rural Tourism Editorial
TE320 Artwork/Repro 5500
TE340 Printing 3500
TE440 Distribution Postage 1000
62750 Contribution to Costs -10000
Total Net Budget 0
T468 Cycling Publication
TE310 Design 1000
TE320 Artwork/Repro 2000
TE340 Printing 8000
TE390 Production Sundry Cost 1000
TE460 Distribution General 1000
62750 Contribution to Costs -13000
Total Net Budget 0
Appendix 14e
Sales & Membership
Isle of Wight Tourism
Departmental Business Plan
2002/2003
Purpose
Manage and develop the Island Tourist Industry Association
membership scheme in conjunction with the ITIA Executive. Generate revenue to
support a range of promotional initiatives.
Aims
Introduce
an annual member satisfaction survey
Develop
new sponsorship presentation for main publications and initiatives
Introduce new membership benefits for ITIA
Negotiate improved inspection deal for self-catering accommodation
Team Structure
|
|
|
|
|
|
|
|
|
|
|
|
|
|
 |
|
|
|
David Brooks
Sales & Membership
Manager
|
|
|
|
 |
Performance Indicators
S1: Maintain and achieve revenue targets
on publication 80%
S2: Develop sponsor support for IWT - 2 sales
S3: Maintain effective support to ITIA
membership.
S4: ITIA membership satisfaction survey -
tbc.
Sales Targets
tbc
Corporate Objectives
The following corporate objectives have
been identified as most relevant to this department:
i. The right framework
v. Improving Quality
vi. Training & Business Development
ix. Marketing
xii. Best Value
xiii. New business support
xvi. Events
Budgets
T437
Commercial Membership
£
TE830
Computer Expenses 1800
TE400
Promotion Advertising 11715
TE900
Misc. Sundry 4700
TE478
Branch Fee Expenditure 9790
50001
Salary Recharge 22554
T0015
Membership Fees -117041
Total
Net Budget -66482
Sales
budgets have been included in individual project budgets under Production
business plan.
Appendix 14f
Tourist Information Centres
Isle of Wight Tourism
Departmental Business Plan
2002/2003
Purpose
Provide visitors and Islanders with high quality Isle of
Wight information and a quality range of retail products and services.
Aims
Introduce 7 day per week opening and
extend Winter opening hours.
Increase range of Island made products for sale
To enter 2 TICs in the England for Excellence Award
Team Structure
Performance Indicators
TIC1: Percentage of
Isle of Wight made retail stock sold 2% (by value)
TIC2: TIC days open vs maximum opportunity 76%
Sales Targets
Accommodation
Bookings (gross value) £250,000
Commission on
Accommodation Bookings £15,000
Gross takings of
Agency Sales £150,000
Commission on Agency
Sales £15,000
Gross takings (excluding above) - Retail £245,000
Cost of stock £147,000
Margin on Retail
takings £98,000
Value of Stock held £50,000
Corporate Objectives
The following corporate objectives have
been identified as most relevant to this department:
i. The right framework
ii. Sustainable Tourism
iii. Access for All
iv. Technology
v. Improving Quality
vi. Training & Business Development
viii. Research
ix. Marketing
x. Premises
xii. Best
Value
xiv. Tourism for Islanders
Budgets
£
S113 Tourist Information Centres
05110 Apt&c Gross Pay (M) 172984
05120 Apt&c Gross Pay (W) 59890
05141 Apt&c General NI (M) 9877
05142 Apt&c General NI (W) 2963
05151 Aptt&c General Pension (M) 13081
05152 Apt&c General Pension (W) 3218
18211 Subsistence (op duties) 60
18720 Pensions compensatory benefits 1476
18972 Medical fees 50
39711 App of employee insurance 4714
21500 Building Maintenance (not PS) 1750
22751 Cleaning Materials 1161
23700 Rail boat & bus fares 154
23811 Lump sum car allowances 1410
23821 Essential user mileage 800
25110 General Equipment add/replace 660
26110 - General Equipment Mtce 500
28411 Materials general 3000
26210 Computer equipment mtce 9405
31100 Printing & Stationery 940
31113 Photocopying 1230
31210 Advertising general 200
31342 Access/Barclaycard charge 3145
31410 Postage 232
31510 Telephones 166
22890 Premises Insurance 333
33200 Insurances general 250
34000 Misc. expenses 314
34004 Overs/shorts 50
34182 Hire of contract labour 437
34100 Contractors services 96
34133 - Contractors security services 4440
39823 Payroll SLA 1587
39338 Data lines recharged 339
51811 Agency Commission -19100
34612 Provision for Inflation 10466
62750 Contribution to Costs -80
63315 Sales Trading -58750
64007 Bureau de Change -150
Total Net Budget 233298
TC01 Shanklin TIC
22240 Electricity 1820
22520 Water 150
22311 Rents general 15
22410 Rates 1583
22773 Contract cleaning services 2269
23645 Courier service recharged 978
31510 Telephones 1324
Total Net Budget 8139
TC02 Sandown TIC
22240 Electricity 1100
22520 Water 210
22311 Rents general 6104
22410 Rates 1923
22773 Contract cleaning services 2269
23645 Courier service recharged 978
31510 Telephones 934
Total Net Budget 13518
TC03 Ventnor TIC
22240 Electricity 370
22520 Water 60
22410 Rates 927
23645 Courier Service recharged 581
31510 Telephones 946
Total Net Budget 2884
TC04 Yarmouth TIC
22240 Electricity 600
22311 Rents general 1600
22410 Rates 633
23645 Courier Service Recharged 978
31510 Telephones 1086
Total Net Budget 4897
TC05 Ryde TIC
22240 Electricity 700
22520 Water 85
22311 Rents general 6150
22410 Rates 1583
22773 Contract cleaning services 1367
23645 Courier Service Recharged 978
31510 Telephones 1062
Total Net Budget 11925
TC06 Newport TIC
22773 Contract Cleaning Services 2126
23645 Courier Service Recharged 978
31510 Telephones 395
Total Net Budget 3499
TC07 Cowes TIC
22240 Electricity 1000
22520 Water 170
22311 Rents 8613
22410 Rates 1290
23645 Courier Service Recharged 794
22890 Premises Insurance 916
Total Net Budget 12783
T144 Accommodation System
64003 Accommodation Booking Fees -15000
Total Net Budget -15000
Appendix 14g
Overheads Budgets
Isle of Wight Tourism
Departmental Business Plan
2002/2003
Purpose
Efficient
operation of Isle of Wight Tourism HQ at Westridge and seven tourist
information centres.
Aims
Ensure
costs are contained within controllable expenditure
Performance Indicators
PI1) IWT Staff & Overheads costs
IWT Net Budget
PI3) Actual Net
Spend
Recent promotion of both members of the Finance Team to
posts within the Authority will delay development plans until posts have been
filled.
Corporate Objectives
i. The right framework
iv. Technology
vi. Training & Business Development
x. Premises
xii. Best Value
Budgets
Controllable budgets allocated to Tim Addison
T600 Overheads £
06920 Temp Staff Gross pay 4945
TE700 Salaries 462230
TE701 Modern Apprentice 16564
TE710 Employers NI 30881
TE720 Employers Superannuation 41274
11120 Manual Workers Gross Pay 6600
11142 Manual Workers NI 342
11152 Manual Workers Pension 608
TE753 Training 4000
18510 Conference Expenses 2000
18720 Pensions Compensatory Benefits 715
18974 VDU Eye Tests 375
39711 App. of Employment Insurance 10437
TE750 Subsistence/Acc/Leased Car 6750
TE754 Recruitment 1000
TE800 Repairs and Maintenance 1500
TE790 Cleaning 1020
TE600 Transport 5230
TE740 Mileage Allowance 13580
TE830 Computer Expenses 18492
TE815 Uniforms 2930
TE820 Printing and Stationery 16075
TE845 Advertising 125
TE860 Office Equipment 5500
TE900 Misc. Sundries 500
TE870 Bank Charges 4960
TE840 Postage and Carriage 39248
TE850 Telephones 16242
TE890 Cost of Meetings 1538
TE605 Insurance (Direct Cost) 640
TE607 Sundry (Direct Cost) 900
TE880 Subs to journals/magazines 2200
33801 STB Subscription 7588
34637 Hospitality Allowance 1000
TE905 Contractors Services 1000
39818 Legal Services SLA 1171
39823 Payroll SLA 2623
39824 Creditors SLA 5452
22910 Allocated from County Properties 20367
39338 Data lines recharged 2080
39339 Telephones recharged 6932
51115 Salaries Recharged -68761
59920 Savings identified not yet utilised 745
34612 Provision for inflation 27923
Total Net Budget 727521
T408 Corporate Identity
TE310 Design 1500
Total Net Budget 1500
T418 Tourism Development Plan
Total Net Budget 5000
T452- Events
TE710 Employers NI 76
TE720 Employers Superannuation 152
Total Net Budget 1913
T459 Events 2002 Support
62750 Contribution to Costs -15000
Total Net Budget 0
T510 Best Value
TE880 Subs to journals/magazines 200
Total Net Budget 500
Isle of Wight Tourism Net Budgets
£
