2. Better Deal for Business Presentation to Providers of Publicly Funded Services Presenter Name Job Title Organisation

3. Agenda Who is involved in Better Deal for Business (BD4B)? What is BD4B? Role of Business Link in business support Key elements of BD4B Customer journeys –General enquiry –Transactional –Transformational

4. Agenda Who is involved in Better Deal for Business (BD4B)? What is BD4B? Role of Business Link in business support Key elements of BD4B Customer journeys What would you need to do? Benefits –For the client –For you –For the region

5. Agenda Who is involved in Better Deal for Business (BD4B)? What is BD4B? Role of Business Link in business support Key elements of BD4B Customer journeys What would you need to do? Benefits What you need to do now

6. Who is involved in BD4B? Created in partnership by: –Yorkshire Forward –Business Links –Learning and Skills Councils (LSCs) –Supported by GO-YH and SBS To encompass all organisations involved in business and skills support: –Other funding or commissioning bodies –Representative Groups –Public Sector Business/Skills Support Suppliers –Private Sector Business/Skills Support Suppliers

7. What is BD4B? A vision for the business & skills support networks to: Become more customer focussed Make best use of resources Be driven by the needs of the customer –Not by the interests, targets or objectives of the provider of funding or support

8. What is BD4B? A vision for the business & skills support networks to: Become more customer focussed Make best use of resources Be driven by the needs of the customer Ensure that business support is accessible Ensure that business support helps to achieve economic success for the region

9. Role of Business Link Business Link operations refocused Information –Respond to requests for information

10. Role of Business Link Business Link operations refocused Information Diagnostic –Light touch e.g. via telephone conversation –General Diagnosis of business and skills needs –Specialist Diagnosis

11. Role of Business Link Business Link operations refocused Information Diagnostic Brokerage –Identify and introduce a range of appropriate suppliers who can met identified needs –Identify funding support where available

12. Role of Business Link Business Link operations refocused Information Diagnostic Brokerage Entirely impartial Do not compete with Service Providers

13. Key Elements Strong “Front of House” –Business Link brand

14. Key Elements Strong “Front of House” No “Wrong Door” –Ensure businesses can find support. –Single Gateway

15. Key Elements Strong “Front of House” No “Wrong Door” Giving the customer what they need, when they need it Ensure businesses receive best advice –Impartial advice to meet needs. –Support from the supplier best placed to provide it.

16. Key Elements Strong “Front of House” No “Wrong Door” Giving the customer what they need, when they need it Ensure businesses receive best advice Quality assurance of Suppliers and their staff –Ensure support is of a consistent high quality –Appropriate accreditation

17. Customer Journeys General Enquiry Transactional Transformational

18. General Enquiry Client initiates the contact Information style interventions Client Enquiry Bus Link Gateway DiagnoseRefer Respond Internal Advisor External Advisor

19. In depth diagnostic not required High volume/low value added Client generally initiates the contact Transactional Client Enquiry Support Provider DiagnoseRefer Deliver Bus Link Gateway External Provider Broker Diagnose

20. Provision of a specialist service Holistic diagnostic required Low volume, high resourced, high value-adding interventions Transformational Client Meeting Action Plan DiagnoseBroker Project Manage Refer Bus Link Gateway

21. What Would You Need To Do? Use Business Link to supply IDB elements Coordinate with other partners –Marketing and promotion –Delivery

22. What Would You Need To Do? Use Business Link to supply IDB elements Coordinate with other partners Ensure Business Link understands service offered –Features –Benefits –Delivery methods –Costs and subsidies –Availability

23. What Would You Need To Do? Use Business Link to supply IDB elements Coordinate with other partners Ensure Business Link understands service offered Ensure suppliers refer clients to Business Link –Customer facing staff aware of other services

24. What Would You Need To Do? Use Business Link to supply IDB elements Coordinate with other partners Ensure Business Link understands service offered Ensure suppliers refer clients to Business Link Quality assurance –Organisations – Customer First –Individuals – SFEDI or other appropriate accreditation

25. What Would You Need To Do? Use Business Link to supply IDB elements Coordinate with other partners Ensure Business Link understands service offered Ensure suppliers refer clients to Business Link Quality assurance Share customer/market intelligence

26. Benefits – The Client Simplifies access to services Quality services ‘Joined-up’ solutions and packages Needs met in full Improved customer care Impartiality Consistency Confidence in services provided

27. Benefits – You Improved image through joined up approach Increased referrals → Increased business Reduced costs –e.g. Marketing & promotion –Enables money to be used for the benefit of the client.

28. Benefits – You Improved image through joined up approach Increased referrals → Increased business Reduced costs Reduced risk Improved market intelligence –Knowledge of client needs –Knowledge of services provided by other organisations –Feedback on quality of services

29. Benefits – The Region Stronger businesses Improved economic performance Improvement in skills Improved value for money Excellence in delivery and quality of service Consistency

30. So Really… What is BD4B? Putting customers at the heart of how we operate Common sense Making a difference Customer satisfaction The way that we should be working

31. What Do You Need To Do Now? You need to: Own Better Deal for Business Show real commitment Ensure your staff understand and implement the principles Embed within the way your organisation operates Make it happen…

32. Evidence Your Commitment

33. NEXT STEPS?

34. Further information can be found at www.bd4b.com