Service Review Template PART 1 - Narrandera - Service... · Service Review Template PART 1 ... Rob

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    Service Review Template

    PART 1 Service Details. Review operating environment including cost recovery for services and extent of services and income

    TRIM File No. Service Number 1

    Service Title Visitor Information Services

    Service / Function Description/Purpose

    This review will focus on the visitor information services function of the Narrandera Visitor Information Centre. The service review is not a review of events or the other functions of the tourism and marketing department.

    Service Group Tourism and Marketing Ledger /Project Numbers 0820

    Category Internal % 10% External % 90%

    Owner Directorate Executive Services

    Review Project Leader

    Andrew Brown

    Economic Development and Tourism Manager

    Narrandera Shire Council

    ELT Sponsor

    Judy Charlton

    CEO

    Narrandera Shire Council

    Service Review Team Members

    Andrew Brown, Economic Development and Tourism Manager

    Liz Lawton, Visitor Information Centre Coordinator

    Helen Ryan, Geographic Information Systems Officer

    Craig Taylor, Administration Manager

    Trent Cormie, Manager Development and Environmental Services

    Warren Magnusson, Newell Motor Inn

    Steering Group Members

    Executive Leadership Team - Judy Charlton, Frank Dyrssen, Martin Hiscox, Gerry McConnell, Jock Wright (rotational).

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    Scope of Review

    Purpose and objectives To grow and develop the Visitor Information Centre service and identify options for different service levels and different ways to deliver the service.

    Expected deliverables

    A report with options and recommendations

    An implementation plan.

    Costing of projected service deliverables

    Identified opportunities

    More efficient and better use of building and assets.

    Financial savings and/or increased income

    Technology advancement in tourism sector

    Identified limitations

    Capital finances for any major asset changes

    A high corporate and Council focus on roads, rates and rubbish at the expense of other community and visitor services such as tourism.

    A limited understanding organisation-wide of the expansive role of the Narrandera Visitor Information Centre and that the considerable and proven benefits of tourism in general can result in a more engaged community and improved local amenity.

    Resource requirements to undertake review

    Pool car for undertaking case study field excursions.

    PPE for all review members when outdoors

    Weekend work needed for a balanced analysis when reviewing Visitor Centres and the varying operational requirements of weekends compared to weekdays.

    Budgetary requirements

    Additional hours of employment will be required to enable the Visitor Information Centre Coordinator to participate in field excursions and to perform market research and reporting. This can be achieved within the current staffing budget.

    Time in lieu arrangement to assist in undertaking field work and associated activities on weekends.

    $700 cost of graphic design for final report.

    Risks with this review

    The review process may cause volunteers to feel scrutinised and possibly not valued resulting in reduced good will.

    Negative perceptions internally and externally with negotiating possible shared services with Leeton

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    Shire Council Visitor Information Centre.

    Staff may become concerned about job security.

    Linkages with other reviews NSW Government Report on Local Government Reform - Fit for the Future

    Narrandera Shire Organisational Review

    Relevant CSP Theme, Outcome, Objective, Strategy

    This report aligns with the Narrandera Shire Community Strategic Plan:-

    Key Direction 2.2 - A thriving tourism sector

    Objective 2.2.1 - An improved image of Narrandera for tourists

    Action 1 - Upgrade the Narrandera Visitor Information Centre

    This report also aligns with the Narrandera Product Development and Destination Marketing Strategy 2010

    Action 120 & 121 Upgrade the VIC and surrounding area (Interior and Exterior)

    Is Council currently an owner of the service, a funder of the service, or an enabler of the service (as per service review decision model)

    Council is currently the owner of the Visitor Information Centre service

    Key Internal Stakeholders

    Subject matter experts

    Andrew Brown Market analysis and reporting

    Liz Lawton Information services, visitor centre staffing and operations

    Helen Ryan Visitor service systems and information technology

    Craig Taylor Customer service

    Rob Blake Finance and capital works

    Trent Cormie Building, maintenance, planning and Arts Centre

    Jenny Ryan Service review secretary

    Visitor Centre Staff and Volunteers

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    Other internal stakeholders

    Information Technology, Human Resources, Carpenter/Builder and Open Spaces and Recreation, Library Manager and Library Staff.

    Icebreaker meeting date

    Monday 10.30am

    17 November 2014 Meeting schedule details

    Fortnightly on Mondays

    Meeting to be held in Council Chambers

    At 2 month stage a progress update will be provided to the Executive Leadership Team.

    Community Stakeholders

    External stakeholders

    Riverina Regional Tourism Ms Sonia Casanova and Ms Jacqui Herriman, Project Officers.

    RDA Riverina Ms Marg Couch, Project Officer

    Leeton Shire Council Mr Peter Kennedy, Economic Development Manager

    Griffith City Council Mr Greg Lawrence, Economic Development Manager

    Other Councils (Riverina and abroad)

    Community Reference Group

    United Services Union

    Relevant 355 committees John OBrien Festival Committee Ms Barbara Bryon

    Community Advisory groups - titles / members

    Narrandera Tourism Incorporated Mr Murray Hall, Secretary

    Narrandera Business Group Ms Ann Black, Chairperson

    Barellan Progress Association Ms Louse Mulligan, President

    Grong Grong Progress Association Mr Bob Manning, President

    Rotary Club - Mr Robert Norrie, Secretary

    Lions Club - Mr Des Edwards, President

    Soroptimists - Ms Bev Hughes, Secretary

    Probus - Ms Judy Crowe, Secretary

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    Stakeholder Engagement Strategy and Communications Plan

    Process summary

    The methodology for external (and 355) community stakeholder engagement will involve completion of a short survey sent to listed community service clubs and advisory groups followed by a face to face meeting with their elected representative. Stakeholders include:

    Narrandera Tourism Incorporated Mr Murray Hall, Secretary

    Narrandera Business Group Ms Ann Black, Chairperson

    Barellan Progress Association Ms Louse Mulligan, President

    Grong Grong Progress Association Mr Bob Manning, President

    Rotary Club - Mr Robert Norrie, Secretary

    Lions Club Mr Des Edwards, President

    Soroptimists Ms Bev Hughes, Secretary

    Probus Ms Judy Crowe, Secretary

    Community Reference Group

    Arts and Community Centre Working Party Ms Julie Briggs, Chairperson

    John OBrien Festival Organising Committee Ms Barbara Bryon, Chairperson

    The methodology for internal and external stakeholder engagement will involve face to face meetings conducted either by the project leader or an elected member of the service review team.

    The engagement strategy will encompass:

    ELT Submission of Preliminary Service Review Form - Part 1

    Service Review Team Introductory meeting

    VIC staff meeting

    Volunteer workshop

    Leeton Shire Council (Manager of Economic Development)

    Griffith City Council (Manager of Economic Development)

    Narrandera Library Staff

    ELT Progress update and briefing

    Narrandera Shire Councillors Workshop briefing. Proposed 17 February 2015

    The United Services Union will be briefed by the service review sponsor on progressions relating to all respective service reviews.

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    Council resolutions

    Note any existing Council resolutions that are relevant for this review

    15 April 2013 Ordinary Meeting of Council

    Item 5.5 Visitor Centre Redevelopment Volunteer and Staff Workshop

    Further to Councils proposed expression of interest for a low interest loan through the Loan Infrastructure Renewal Scheme (LIRS) to redevelop the Narrandera Visitor Information Centre (NVIC), a report was submitted to Council in April 2013 presenting information on a workshop held with Visitor Centre staff and volunteers to discuss future plans for the centre including possible new income streams in line with LIRS requirements.

    The report recommendation was:

    That Council accept the information contained within the attached report with a view that the proposed elements and findings are incorporated into the review of the options for the future developments of the Narrandera Visitor Information Centre.

    The following Amendment was Moved and Carried:

    Resolution CM/RES 2422

    That this report lay on the table to be returned to the 20 May Ordinary Meeting for further input from staff regarding costs associated with tourism activities.

    20 May 2013 Ordinary Meeting of Council

    5.2 Visitor Centre Redevelopment Volunteer and Staff Workshop - Resubmission

    As part of the report resubmission figures on Visitor Centre retail results, trends and staffing costs were provided in addition to detailed information on Tourism and Marketing De