Better Deal for Business

Presentation to

Providers of Publicly Funded Services

Presenter NameJob Title

Organisation

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

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

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

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

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

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

Role of Business Link• Business Link operations refocused• Information

– Respond to requests for information

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

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

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

Key Elements• Strong “Front of House”

– Business Link brand

Key Elements• Strong “Front of House”• No “Wrong Door”

– Ensure businesses can find support.– Single Gateway

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.

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

Customer Journeys• General Enquiry• Transactional• Transformational

General Enquiry• Client initiates the contact• Information style interventions

Client Enquiry

Bus Link Gateway

Diagnose Refer

Respond

Respond

Respond

Internal Advisor

External Advisor

• In depth diagnostic not required• High volume/low value added• Client generally initiates the contact

Transactional

Client Enquiry

Support Provider

Diagnose Refer

Deliver

Deliver

Bus Link Gateway

External Provider

Broker

Diagnose

• Provision of a specialist service• Holistic diagnostic required• Low volume, high resourced, high value-adding

interventions

Transformational

Client Meeting

Action Plan

Diagnose BrokerProject Manage

ReferBus Link Gateway

What Would You Need To Do?• Use Business Link to supply IDB elements• Coordinate with other partners

– Marketing and promotion– Delivery

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

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

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

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

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

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.

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

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

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

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…

Evidence Your Commitment

NEXT STEPS?

Further information can be found at

www.bd4b.com