Tourism and Communications Areas of Risk. Group Manager: Tourism and Communications

Transcription

1 Subject: Tourism and Communications Areas of Risk Report to: Audit & Risk Date: 12 th February 2015 Report by: Group Manager: Tourism and Communications 1. Introduction a. Tourism and Communications consists of the following service areas. i. Tourism and Corporate Marketing ii. Print & Design iii. Events and Town Hall Function Rooms including portering services iv. Tourist information Services v. Mayoral and Civic Events vi. Communications and Media vii. Greater Yarmouth Tourism & Business Improvement Area (GYT&BIA) 2. Corporate Risks a. The corporate risk assessment identifies no specific areas within Tourism & Communications but several risks could be applied in general terms including i. Climate change (1) ii. Changes in local and national economy (2) iii. Lack of financial resources (5) iv. Infra-structure not being able to meet demand (13) v. Partnership working (27) b. The tourism industry in particular has built up a degree of resilience to changes in the economy and climate change (adverse weather) 3. Other risks within the group of services a. Tourism and Corporate Marketing i. Resources is always a key issue in order to remain competitive amongst strong competition from the UK and overseas destinations. The Board of the Greater Yarmouth Tourism & Business Improvement Area have already formulated plans to enhance the marketing of the Borough. b. Print & Design i. Loss of key staff and key equipment is the main risk although a failure to generate outside work to help support the operation may impact on its potential to deliver services in the future. ii. Combining a range of skills within the department will help ensure that staff retain and develop the necessary skills and continue to develop their commercial activities. c. Events and Town Hall Function Rooms including portering services i. The greatest risk revolves around accident or incidents which result in injury or death and would leave a damaging impact on the reputation of the Borough Council. 1

2 ii. All events follow a set of procedures which include event management planning, risk assessment and health & safety checks to minimise the potential risk. d. Tourist information Services i. The biggest risk is the prospect of future funding cuts and a subsequent inability to continue with the service and its potential damage to the reputation of Great Yarmouth as a premier visitor destination. ii. The new BID project may deem it necessary to underpin the work of the TIC to secure the future of the service. e. Mayoral and Civic Events i. In addition to potential funding cuts the main risk is the protection of the civic regalia; protocols surrounding the safe-keeping of the civic regalia are documented in the new civic protocols. f. Communications and Media i. Communications become a vital tool during any crisis so the importance of the use of several different communications channels is very importance. Total reliance on one type of communication channel is therefore avoided. g. Greater Yarmouth Tourism & Business Improvement Area (GYT&BIA) i. Managing expectations is the biggest challenge facing the new BID company. ii. Delivering projects that will contribute to the objectives of the Business Plan and subsequently projects that will make a material improvement to the turnover and profitability of all levy payers. 2

3 TOURISM AND COMMUNICATIONS - RISK ASSESSMENT February Introduction Tourism and Communication Group comprises of the following Services:- a. Tourism Marketing & Corporate Marketing b. Print and Design c. Events and Town Hall Function Rooms including portering services d. Tourist Information Services e. Mayoral and Civic Events f. Communications and Media g. Greater Yarmouth Tourism & Business Improvement Area 2. The purpose of the group of services is to harness the skills of Marketing, PR, Event Management in order to add to the quality of life of residents and visitors by ensuring that they are made fully aware of the range of leisure and cultural activities and Council services available within the Borough and subsequently acting as a stimulus to the local economy and towards the creation of jobs Page 1 of 8

4 (1) Marketing: Tourism & Corporate -To develop and implement a dynamic marketing mix to promote Greater Yarmouth as a Tourism Destination. -To manage and develop the marketing of Great Yarmouth Borough Council across all section (in conjunction with the Communications Officer) WITH Limited financial resources in order to compete with UK and European destinations. Loss or further reduction of key staff or insufficient staff to meet demand Inconsistent message from Council departments that may damage reputation of the Borough Council Negative publicity about Great Yarmouth causing damage to its reputation as a visitor destination LIKELIHOOD IMPACT ACTIONS TAKEN OR BEING TAKEN TO MITIGATE THE RISK C 2 C 2 Working in partnership with Greater Yarmouth Tourism and Business Improvement Area Monthly monitoring of workload C 2 Introduced a new Communication protocols Introduced new Social Media protocols and corporate marketing guidelines The department has key staff who have experience in handling the media including negative PR The new BID was confirmed by a majority YES vote in June 2014 and became operational in September 2014 Industry expectations of an effective support mechanism is very high; outcomes constantly monitored through GYT&BIA Working Groups and Board of Directors Page 2 of 8

5 (2) Print and Design -To develop the Print & Design team to provide essential services to Council functions and increase income from external jobs. WITH Loss of key staff Failure of essential print and design equipment & software Injury to staff by printing machinery LIKELIHOOD IMPACT ACTIONS TAKEN OR BEING TAKEN TO MITIGATE THE RISK To some degree support staff can cover any loss of staff in the short term although existing workloads would place unacceptable pressure on remaining staff in the medium and long term Service contracts are D 3 in place covering our main equipment. All staff are fully trained before they are permitted to work any of the equipment. Page 3 of 8

6 (3) Events and Town Hall Functions Compiling, scheduling and managing an indoor/ outdoor events programme and civic events programme in accordance with current Health & Safety legislation and event management guidelines. To manage the Town Hall porters; work in a team to promote and manage functions as the Town Hall. WITH LIKELIHOOD IMPACT ACTIONS TAKEN OR BEING TAKEN TO MITIGATE THE RISK Loss of key staff Reduced funding or complete cut in funding C 3 Major incident at a Council-organised event Major incident in Town Hall function Room; ie accident or food poisoning resulting in damage to reputation of the function venue and the Council. Injury to Porters during normal working or working alone Monthly monitoring of workload Attempts are made to make all events self-financing. All events are thoroughly planned and risked assessed. Event Management Plans are always presented to the Event Safety Advisory Group Following a formal tendering procedure GYBC now have a sole caterer. All events within the function room are risk assessment to limit to likelihood of any incidents. Regular training given to Porters on areas such as manual handling A risk assessment for the porters role is being constantly reviewed. GYT&BIA is currently looking to support a greatly enhanced events programme across the Borough. Events play a crucial and growing role as an economic driver. Page 4 of 8

7 (4) Mayoralty & Civic Events To co-ordinate all aspects of the Mayors engagements and Civic events. WITH LIKELIHOOD IMPACT ACTIONS TAKEN OR BEING TAKEN TO MITIGATE THE RISK Reduced funding or complete cut in funding Staff are able to demonstrate the importance of the ambassadorial role both inside and outside the Borough Loss of key staff D 3 Monthly monitoring of workload Continued training and development of staff. The department has support staff that are able to cover the absence of principle officers Loss of Civic Regalia Mayor is advised not to take any unnecessary risks with the Civic Regalia. The Mayor also promotes the Borough of Great Yarmouth in a positive manner and acts as a link between the Council and various local groups and organisations. Whilst the Civic Regalia is irreplaceable the extent to which should be protected is detailed in the Mayoral and Civic Protocols. Page 5 of 8

8 (5) Tourist Information Services To act as a support mechanism and as a signpost for a range of services, amenities and attractions to encourage both residents and visitors to gain maximum enjoyment. WITH LIKELIHOOD IMPACT ACTIONS TAKEN OR BEING TAKEN TO MITIGATE THE RISK Loss of key staff Reduced funding or complete cut in funding C 2 Monthly monitoring of workload Possible financial support through the GYT&BIA Staff carry a wealth of experience and knowledge of the local area. The TIC is arguably the shopwindow of the Borough tourism industry. All year opening demonstrates the authorities commitment to becoming an all-year visitor destination Page 6 of 8

9 (6) Communications and Media To work with media and public relations matters to promote the work and reputation of the council RISKS ASSOCIATED WITH Loss of key staff LIKELIHOOD IMPACT ACTIONS TAKEN OR BEING TAKEN TO MITIGATE THE RISK Reduced funding or complete cut in funding C 2 Inconsistent message from Council departments that may damage reputation of the Borough Council Breakdown of communication channels during a local crisis (ie flood alert) D 3 Limited backup is available within the department in the absence of the Communications Manager Monthly monitoring of workload Service is able to demonstrate its key outcomes in promoting the reputation of the Council through enhanced press and media coverage The communications team have already published a set of media protocols and are currently working on a Social Media protocol in order to ensure a consistent message is maintained. C 2 To avoid sole reliance on one channel a range of communication channels are used during an emergency situation The Communications role supports all departments in promoting their services to local residents Page 7 of 8

10 (7) Greater Yarmouth Tourist Authority To work with media and public relations matters to promote the work and reputation of the council. WITH Loss of key staff GYBC failing to collect the Mandatory Levy GYT&BIA becoming insolvent due to the collapse of a particular project. LIKELIHOOD IMPACT ACTIONS TAKEN OR BEING TAKEN TO MITIGATE THE RISK GYT&BIA employed their own Project Manager and GYBC support the work of the GYT&BIA through the GYBC Tourism Staff GYBC will use their established procedures to ensure that all eligible businesses pay the mandatory levy. E 2 All GYT&BIA projects are risked assessed. The GYT&BIA Board take full responsibility for approving critical projects aware of the potential scale of the risk GYT&BIA is funded through a Mandatory Levy. The Maritime Festival is perhaps the biggest risk project undertaken by the GYT&BIA. The Board are aware of the potential financial impact of very bad weather. Council\Meetings\Audit & Risk\Tourism and Communications Page 8 of 8