1. A Quality Assurance Scheme for the MICE Sector

2. Quality Assurance in the MICE Sector Some other MTA schemes

3. Quality Assurance in the MICE Sector Current Situation  58 Licensed DMCs  Requirements: CV, police conduct, premises to operate and third party liability insurance Annual license and contribution

4. Quality Assurance in the MICE Sector The way forward …A quality assurance scheme for the MICE Sector  For the client to make an informed choice  To give official recognition to the more active and main players in the sector

5. Quality Assurance in the MICE Sector Scope  To officially recognise DMCs committed to high levels of quality, consistency and professionalism  The Tourism Policy for the Maltese Islands 2007-2011 recognises the need for a quality leap in the provision of MICE services.

6. Quality Assurance in the MICE Sector DMC scheme Committees Scheme Development Committee Scope - to develop the scheme and suggest future improvements Monitoring Committee Scope - to sustain the scheme

7. Quality Assurance in the MICE Sector Scheme Development Committee Members: John Magri, MTA QD Manager Suzanne Cassar Dimech, MTA MICE Segment Head Paul Selis, President DMCD 1 st Meeting held on the 7 th March 2008 DMC scheme Committees

8. Quality Assurance in the MICE Sector Proposed Monitoring Committee Members: John Magri, MTA QD Manager Suzanne Cassar Dimech, MTA MICE Segment Head Edward Paris, FATTA DMC scheme Committees

9. Quality Assurance in the MICE Sector Proposed Criteria General References and statements Insurance policies Memberships and training Customer service Other terms and conditions

10. Quality Assurance in the MICE Sector Criteria - General 1.The DMC is a registered business and licensed by the MTA for a minimum of two years.

11. Quality Assurance in the MICE Sector Criteria - General 2.The DMC will operate in compliance with all applicable laws and regulations.

12. Quality Assurance in the MICE Sector Criteria - General 3.The DMC must accurately represent the expertise, experience, qualifications and services of their companies and their employees to the public.

13. Quality Assurance in the MICE Sector Criteria - General 4.The DMC provides services directly related to the organisation of conferences and incentives.

14. Quality Assurance in the MICE Sector Criteria - General 5.60% of annual revenue is from destination management services OR In the case where the provision for DMC services forms part of a parent company, a dedicated division will need to operate that service.

15. Quality Assurance in the MICE Sector Criteria - General 6.The DMC has a permanent non- residential office and operates normal office hours from Monday to Friday.

16. Quality Assurance in the MICE Sector Criteria - General 7.The DMC has a functional website and operating email account/s with a private domain.

17. Quality Assurance in the MICE Sector Criteria - General 8.The DMC or the division within a parent company employs a minimum of 3 employees to cover the areas of sales, operations and administration effectively.

18. Quality Assurance in the MICE Sector Criteria - General 9.MICE statistics in written or electronic format to be supplied to the MTA as per MICE DMC Survey.

19. Quality Assurance in the MICE Sector Criteria – References & Statements 10.A minimum of one recent bank reference. (applicable to DMCs entering the scheme for the first time)

20. Quality Assurance in the MICE Sector Criteria – References & Statements 11. A minimum of three recent client and supplier references. (applicable to DMCs entering the scheme for the first time)

21. Quality Assurance in the MICE Sector Criteria – References & Statements 12. The audited financial statements of the last full year of operations.

22. Quality Assurance in the MICE Sector Criteria – Insurance Policies 13. A DMC must maintain comprehensive insurance sufficient to protect clients, including a minimum of €1 million General Liability.

23. Quality Assurance in the MICE Sector Criteria – Insurance Policies 14.In addition the DMC must maintain current insurance certificates of all key suppliers for a minimum of €500,000 General Liability per supplier.

24. Quality Assurance in the MICE Sector Criteria – Memberships & Training 15.The DMC is a member of an international/local association/chamber (e.g. ICCA, MPI, Site, Eventia, World of Incentives, DMCD, etc)

25. Quality Assurance in the MICE Sector Criteria – Memberships & Training 16.A minimum of one member of staff adequately trained as a DMC operator through local or international educational bodies or equivalent experience.

26. Quality Assurance in the MICE Sector Criteria – Memberships & Training 17.Induction training programmes on MICE for new members of staff and attendance to specific MTA seminars on MICE.

27. Quality Assurance in the MICE Sector Criteria – Customer Service 18.Acknowledging proposal requests and complaints within 24 hours. (Assessment through mystery shopping)

28. Quality Assurance in the MICE Sector Criteria – Customer Service 19.Individual proposal within 72 hours. (Assessment through mystery shopping)

29. Quality Assurance in the MICE Sector Criteria – Customer Service 20.The DMC must enter into written agreements (contracts) with each client stating, at a minimum, the services to be provided, fees and billing procedures, and the term and termination aspects of the contracts.

30. Quality Assurance in the MICE Sector Criteria – Customer Service 21.A person is available 24 hours a day during programme events.

31. Quality Assurance in the MICE Sector Criteria – Customer Service 22.The DMC must administer written or electronic client-organiser satisfaction survey programmes operated for quality assurance checks. The feedback is reviewed and discussed with the DMC as part of an ongoing continuous improvement programme.

32. Quality Assurance in the MICE Sector Criteria – Customer Service 23.Effective complaint management system.

33. Quality Assurance in the MICE Sector Criteria – Customer Service 24.Positive assessment of client satisfaction during familiarisation visits (fam trips) organised by a DMC and supported by the MTA.

34. Quality Assurance in the MICE Sector Criteria – Customer Service 25.Structured interview by the assessing committee with one PCO/Corporation out of a selection of 5 events during the year in review.

35. Quality Assurance in the MICE Sector Other terms & conditions Duration of certificate – 1 year

36. Quality Assurance in the MICE Sector Other terms & conditions Annual administrative fee to partially cover the cost of maintaining the scheme – Euro 350 (Lm150.25)

37. Quality Assurance in the MICE Sector Benefits  Endorsement by the MTA results in greater credibility  Visitmalta portal and MTA joint marketing initiatives provide added opportunities for promotion

38. Quality Assurance in the MICE Sector Logo

39. Quality Assurance in the MICE Sector Implementation Plan  Feedback sent to MTA by the end of May  Official launch in the summer  Call of interest to follow  Assessment and acceptance of applicants will commence during the 4 th quarter 2008  First certification will cover 2009

40. Quality Assurance in the MICE Sector Thank you for your attention John Magri Quality Development Manager john.magri@visitmalta.com