1. Folie 1 Coordinating National Investment Promotion with Subnational Investment Promotion René Siegl Istanbul ABA – Invest in Austria May 3, 2013

2. Folie 2 Federal Republic of Austria 9 provinces (Bundesländer) High autonomy Germany Czech Republic Italy Hungary Slovenia

3. Folie 3 Investment Promotion in Austria ABA–Invest in Austria staff: 25 / investor service: 17 Vienna Business Agency 99 / 4 Ecoplus (Lower Austria) 80 / 6.5 WiBAG (Burgenland) 33 / 3.5 SFG (Styria) 65 / 2 EAK (Carinthia) 16 / 7 TMG (Upper Austria) 40 / 5 SalzburgAgentur 7/ 1.5 Standort Tirol 34 / 2.8 WISTO (Vorarlberg) 8 / 1

5. Folie 5 Standards for Internal Customer Satisfaction I # 1: The cooperation between ABA and the regional IPAs relies on the quality factors reliability, directness, openness and trust. # 2: Every staff member in the regional IPAs knows the respective contact persons for professional customer service. # 3: The cooperation between ABA and the regional IPAs is based upon the continuous mutual exchange of information.

6. Folie 6 Standards for Internal Customer Satisfaction II # 4: The conveyance of location-specific information material is carried out professionally, in the language of the respective investor if necessary. # 5: In joint investment projects between ABA and the regional IPAs, support and advisory competence are secured by a consistent information standard. # 6: The cooperation between ABA and the regional IPAs is based upon the observance of agreed reaction times.

7. Folie 7 Standards for Internal Customer Satisfaction III # 7: ABA is a neutral consultant, respecting customer wishes and location suitabilities. # 8: ABA is a neutral “clearing platform”. Any unsuccessful regional project is handed back to ABA to find the best possible location alternative. # 9: A list of all Austrian investment projects at ABA is the basis for an optimal site selection. All regional foreign investment projects have to be named to ABA – absolute confidence is guaranteed.

8. Folie 8 Standards for External Customer Satisfaction I # 1: The customer receives the requested information material in time and in a suitable language, as well as contact details of the respective ABA director. # 2: External persons / organisations refer the customer directly to the ABA directors. # 3: The investor is guaranteed the best possible customer liaison and continuity of support.

9. Folie 9 Standards for External Customer Satisfaction II # 4: The customer is actively supported by the ABA director by  specification of information demand  quickly conveying “tailor-made” information  explaining ABA’s service portfolio # 5: Customer’s decision process is assisted by  naming and contacting of external persons / organisations supporting the investment project  thoroughly illustrating pros and cons of location alternatives

10. Folie 10 Standards for External Customer Satisfaction III # 6: The customer receives the best possible service because ABA responds to the individual needs and pace. # 7: The customer is never let alone during realisation phase of investment project  with red tape  by personal on-the-spot support  by contact to business and political partners on a local level

11. Folie 11 Standards for External Customer Satisfaction IV # 8: The customer receives after the successful investment in Austria  a small “thank you” present  the ABA newsletter on a regular basis  on-going contact (ABA and regional IPAs)

12. Folie 12 Exchange of Information Yearly meeting with all regional IPAs to discuss challenges Invited specialists report on new laws and regulations or economic developments Exchange of yearly annual plans ABA provides monthly list of regional investment projects