Service Blueprint - Self-guided group toursThe virginia zoo of norfolk - presented on 06-24-11

History and Overview

Hybrid Organization: City and Society

Mission: Education. Recreation. Conservation.

Introduction/Overview

Service Blueprint Model

Schedules Visit

Coordinates

reservation

Greets, coordinates logistics, and leads group into the Zoo

Zoo Website

Reservation Form

Directs bus parking and

drop-off location

Communicates group arrival via

radio

Arrives at the Zoo Parking

Lot

Coordination among

Departments for group arrival

Enters Zoo

Confirms Reservation

Date and Details

Website Reservatio

n Form

Parking LotLandscapeUniforms

Main Building

Gate

Service Blueprint Model

Conduct presentation

Enters educational classroom

Veterinarian Animal Handler Horticulturist

Provides information and

answers questions

Animal

Finishes tourBegins Self-

Guided tour

Provides information and

answers questions

Conducts survey

Exits Zoo

Management updates service

ClassroomAnimals

Map

AnimalsLandscaping / Water

featureInformational signs /

Statues

Survey Paper

GateParking LotElephant Statue

Service Blueprint Model

Customer Processes

Touchpoint #1-Schedule Visit

Reasons teacher might schedule a visit

Steps to confirming trip date

Teacher responsibilities (outside of contacting the Zoo

Touchpoint #2-Arrive at Zoo

Arrival of bus into parking lot

Unloading of the bus

Assistance by Zoo staff

Touchpoint #3-Enter Zoo

Enter Zoo gate and proceed to classroom

Assistance from Zoo Staff

Teacher receives informational packet

Touchpoint #4-Enters Classroom

(Presentation)

Student’s experience

Parent’s experience

Survey conducted

Touchpoint #5-Begin Self-Guided Tour

Explore the grounds of the Zoo in groups

Time constraint

Time with Zoo staff ends

Touchpoint #6-Finish Tour

Groups meet at designated location

Final count of students

Touchpoint #7-Exit Zoo

Exit Zoo

Locate Bus or Visit Park

Lafayette Park

Physical Evidence

Busy season: March – June

Cost per program: up

to $175

Communication about

final confirmation

INFORMATION/GUIDELINES

MAP

EXHIBITS

Contact Person

Contact Person

Education Department Coordinator

Security

Education Department Represenative

Education Department Coordinator

Books group reservation for self-guided tours

Coordinates dates and arrivals

Confirms details

Security (Visible)

Greet bus as it enters parking lot

Communicates arrival of groups

Enforces rules and regulations

Education Department Rep.

Meets group

Facilitates paperwork, payment, etc.

Conducts classroom presentation

Relays safety and rules to chaperones

Zookeepers, Volunteers, Other Staff

Respond to questions

Communicates via radio

Interaction with guests not required but highly encouraged by management

Support Processes

Support Processes

Schedule Visit

Website

Registration Form

Breakdown of programs offered

Hours, FAQs, General Information

Self Guided Tour

Animals

Veterinarian

Animal Handler

Horticulturist

Management

Recommendations

CostsMaximum price of $175 for 30 students

Zoo’s and School’s Financial Assistance

Additional out of pocket costs

Include train ride in admission

CommunicationGreat Website

Information forms directed solely to the teacher

Difficult to communicate with parents

Mail copies of information sheet

Front GateMany groups entering at once

Wait for parents who didn’t prepay

Narrow walkway to Lafayette Park

Use Separate Entrance/Exit for Groups

Pave entire walkway to Lafayette Park

Add Speed bumps/signs to parking lot exit

Questions?