Professional Documents
Culture Documents
Attendees
Apologies
The Customer Survey was sent out to all the Business Links and
they are sending it to their client base. This is to validate TWR
conclusions about what is good about the BL service. So far we
have received a good feedback to date, this helps TWR gather best
practice.
TWR can use that data regionally but it won’t be comparable data
across regions.
AL said data was similar but different ie. some have better GVA
figures than others. Any evaluation framework has to involve GVA.
Looking for a method to bring qualitative and quantitative data
together but has to align with BERR’s logic model.
This is a task and finish group that has to be finished by April but
not sure if BSSP model will be finished then.
Infrastructure Mapping
TWR has done some mapping with data collected. Google earth –
showing rich data and regional infrastructure. This is something the
network can take ownership of, update and take forward. TWR
would like to do something similar with ONS so the network can see
all the businesses you are dealing with – marketing, intervention
tools. This information won’t be “public access”.
The network will influence and own the National Guide to best
practice - best practices from each region which will be incorporated
into the guide – process, marketing, products etc.. Everybody is
currently delivering services slightly differently and there are many
examples of good practice.
Examples from the regions – how businesses are coping with the
recession.
Quality Assurance
Frances helped to develop Customer First standard.
IB – what do you say to businesses in the sector to say this is a
really good thing for them? Is a kite mark appropriate for this
group? How do we do that?
There needs to be some degree of quality assurance.
TWR will build a narrative around quality assurance for each region,
looking at customer journey, recruiting specialist advisers etc..
Skills
Most have LSC Train to Gain contract – not East Midlands, Yorkshire
will have the contract in April.
SW – separate teams last year but things have moved on and they
are part of our team, part of brokerage team. Operating in a CI
context.
Other BLs?
In the South West there are separate teams but being integrated
much more from April although they don’t have creative specific
teams
West Midlands is similar.
BLs may be able to provide the same type of initiative right across
North of England.
If brokers could come forward and offer the same package it would
ease things up a lot.
IB asked how do DCMS and BERR intend to use the qualitative and
quantitative measures? Is this a transformational change in the way
businesses work together to increase this sector?
AB said what would keep it ongoing is the value and the process to
the network. When BERR see the analysis and we have reaction
from around the table – might be something that could be replicated
outside the network. There is then a case for BERR and DCMS and
others to essentially have a proper and coherent report to take to
business support colleagues.
CG said it reinforces one of the outputs that we need from TWR for
BERR and other colleagues which is a clear business case. Do we
need to be able to complete a mini evaluation of what do we get out
of this process? Eg. NW having conversations with Yorks. “This cost
us X but the value we got out of it was X”.
One of outputs we need is a summary of tangible and intangible
benefits so beside guides we need to see benefits of the process.
Online platform
Would want to be used by all sectors?
– Huddle platform
Things have changed since Creative Britain was published – need for
DCMS to say at some point here is the progress that has been made
and here is how it has been updated. What comes next? Need to
know it is still a priority.
AL – this has not emerged because London has not been involved in
the network.