1. THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Developing a Systematic Approach to Dealing with Investor Inquiries Amaya Manrique Kingston, Jamaica October 2010

2. THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency 2 Facilitation is the most basic activity in foreign investment promotion>>> Everybody deserves a response An IPI’s support to a foreign company in the investment decision process can influence its location choice Invest in Sweden Agency (ISA) played a key role in the decision of Zeb Rice to establish a packing plant in Sweden: Zeb Rice considered the UK, Italy, Austria, Belgium and Spain ISA’s situation: Packing industry is not a key priority sector in Sweden Pakistan not a common country source of FDI Small project (US$4,4 million) ISA answered the investor’s inquiry and followed up with more detailed advice, information and hand-holding the set-up process. Zeb Rice plant opened in 2004, expanded from 15 to 23 employees one year later. 2

3. THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Investor Inquiry Handling: In and Out, Looks Simple! Reception Screening Processing Follow up Response Components of Inquiry System

4. THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Reception: Making Sure Inquiries Get To Us Inquiry reception must be handled under the principles of Availability and Contactability 4 Web site Telephone Email Display clearly IPI contacts From Abroad!! Display contacts from the inverstors’ need perspective: by topic or sector Make sure telephone works at all times! Promotion staff should have own phone line Voice Mail to allow prompt call-back Working emails with adequate spam filters Individual emails for each promoter Automatic replies.

5. THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Screening: Setting Up Priorities Inquiry screening should be done promptly, fairly and following established qualification criteria 5 PlatinumGold Non-Priority Silver Scorecard Sector Value Number of jobs Type of investor Source

6. THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Processing: Allocating Resources Inquiry processing, with timely responsiveness and staff guidelines of response 6 General Inquiry Inv. Climate Procedures Macro Junior Officer Canned information (FAQs) Immediate reply 24 hours Sector Inquiry Project-related Non-priority sectors Experienced Officer Call to find out more Interim reply (24 hours) Prepare reply (5 days) Follow up Priority Sector Inquiry Project-related Strategic priority Sector Specialist Call to find out more Interim reply (24 hours) Research and prepare detailed resply (5 days) Follow up 2 days later Level 1Level 2 Level 3

7. THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Response: Ensuring Quality Drafting: Consistent, Accurate and Making a Business Case 7 Investor Information System Specific Research Adding Promotional Value Quality Control Client Tracking System KM

8. THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Follow-Up: Converting Inquiries into Leads By providing ongoing customer care to the interested investor, according to their timeline and process 8 Follow up and Build the Relationship with the Company For example: Can you tell me more about the project? – Before we answer the inquiry Have you received the information we sent you? --2 days after response Do you need anything else? – 1 week after response to inquiry How is the selection process going? – 1 week after inquiry deadline Can I come to meet you in your office? – Any time!!! InquiryMeeting Site Visit Project Decision

9. THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency 9 The Site Selection Process

10. THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency What will set your IPI apart from other IPIs? Timeliness Quality Professionalism Follow-Up! Questions 10