Accredited Visitor Information Centre Industry Advisory Group Presented by Peter Lipman 12 March 2018
NSW ACCREDITED VISITOR INFORMATION CENTRE (AVIC) NETWORK Destination NSW s role is to oversee the auditing and accreditation of visitor information centres in NSW The accreditation process is designed to establish and continually improve industry standards within visitor information centres to meet the increasing demands 2
BACKGROUND Between 2001 2011, the former Tourism NSW established and managed an AVIC Industry Reference Group (IRG). The AVIC IRG provided input and guidance on strategic issues relating to the management and development of NSW AVICs. In 2011, the AVIC IRG was disbanded as it was believed that the Group was no longer a relevant form of communication to the AVIC network. In 2017, Destination NSW re-established the AVIC Industry Advisory Group (IAG) seeking membership submissions from AVIC members. Members were selected in December 2017. 3
BACKGROUND Destination NSW initiated the AVIC Industry Advisory Group to encourage information sharing between AVIC network members. The Industry Advisory Group comprises: 7 x AVIC Managers/Supervisors or Tourism Managers from each NSW Destination Network and the Sydney Surrounds region 2 x Destination NSW staff 1 x AVIC Program Manager (contractor). 4
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PURPOSE OF THE INDUSTRY ADVISORY GROUP Primarily an information sharing group responsible for: Providing Destination NSW with information and advice in relation to the Accredited Visitor Information Centre Network Accreditation Program Contributing to the ongoing development of the Visitor Information Centre Accreditation Process in NSW Providing a forum for the discussion of strategic issues relating to the management and development of AVICs in NSW Assisting with the promotion and communication of the goals of the NSW AVIC Network Program. 6
SO WHO ARE THE MEMBERS OF INDUSTRY ADVISORY GROUP? 7
PENNY JOBLING (COUNTRY AND OUTBACK NSW) AVIC: Narrabri Role: Tourism Manager Favourite destination in region: I have two favourites soaking in the 37 degree Pilliga Artesian Bore Baths and hiking in Mt Kaputar National Park. What I do for fun outside of work: Travel, spend time with family and friends and enjoy fabulous food and beer. 8
JESSICA SEVIL (RIVERINA MURRAY) AVIC: Albury Role: Albury Visitor Information Centre Co-ordinator Favourite destination in region: I love bushwalking, so exploring the parklands and reserves in the region would be my favourite activity What I do for fun outside of work: I do enjoy cooking. I m an avid book reader and love spending time outdoors. 9
GEORGIA LAZZARI (SYDNEY SURROUNDS NORTH) AVIC: Maitland Role: Team Leader Visitor Economy Favourite destination in region: The region is so diverse and includes a beautiful plethora of city, country and coast experiences it s hard to pick one destination. What I do love is constantly exploring the region as there is always something new and interesting on the horizon. What I do for fun outside of work: Outside work it s a hectic calendar of sport and activity with my gorgeous boys, however, when time permits there is nothing like indulging in good company, great food and a fabulous bottle of vino. 10
DIANE JOHNSTON (SYDNEY SURROUNDS SOUTH) AVIC: Shellharbour Role: Tourism Manager Favourite destination in region: I love visiting The Farm at Killalea State Park amazing views, a great surfing spot and classified as a National Surfing Reserve. What I do for fun outside of work: I enjoy travelling and spending time with my husband and two sons, especially with their football/soccer, catching up with friends and good food including chocolate! 11
ANDREW WARREN (SOUTHERN NSW) AVIC: Crookwell Role: Tourism Manager Favourite destination in region: Wombeyan Caves an amazing network of limestone caves accessed through a picturesque valley. What I do for fun outside of work: I love playing field hockey, camping and playing my guitar. 12
ANDREW WALKER (NORTH COAST) AVIC: Lismore Role: Tourism Service Co-ordinator Favourite destination in region: I love Nimbin village and the surrounding waterfalls and ancient rainforests of Nightcap National Park. What I do for fun outside of work: I love exploring our local villages and World Heritage listed rainforests as well as gardening and bush regeneration. 13
RAQUEL BLOOM (SYDNEY) AVIC: Parramatta Role: Visitor Services Leader Favourite destination in region: I love the heritage and stories of places in Parramatta and I am very fortunate to be surrounded by UNESCO World Heritage listed Parramatta Park, Old Government House, the Dairy Precinct, Phillip Ruddock Heritage Centre and Elizabeth Farm. I often walk around these sites during my lunch break. What I do for fun outside of work: I love going bushwalking, spending time with my family and pets, cooking, visiting exhibitions, galleries and museums and doing day trips all over Sydney. My family is often exhausted by Sunday. 14
HOW DESTINATION NSW AND THE AVIC IAG CAN HELP Provide advice and guidance on visitor information servicing strategies Examples include providing assistance with: turning AVICs into experience gateways that showcase a destination s key visitor experiences and link them with other neighbouring destinations developing a business and/or marketing plan conducting an online content audit to ensure currency, relevance and linkages to industry websites instigating mobile VICs. 15
HOW DESTINATION NSW AND THE AVIC IAG CAN HELP Provide suggestions and advice on visitor servicing training for your staff and stakeholders. Past examples of Workshops conducted by Destination NSW include: Customer Service training Visual Merchandising training Staff and Volunteer Management training Social Media upskilling. Other programs could include: Recruitment, selection and induction programs for new staff Staff performance management. 16
HOW DESTINATION NSW AND THE AVIC IAG CAN HELP Provide information and advice regarding the operation of Accredited Visitor Information Centres. Examples include providing assistance with: signage and brochure distribution companies installation of Wi-Fi and digital technologies implementing customer service measurement technologies AVIC data collection and analysis updates on unscrupulous operators targeting AVICs and LGAs. First AVIC IAG meeting for 2018 will be held in Sydney on 16 April 2018. 17
AVICS IN THE DIGITAL AGE LEVERAGING YOUR USPs AVICs have a solid reputation for providing credible, high-quality visitor information. AVICs can differentiate themselves by highlighting how their offering is a source of reliable, local knowledge that can be personalised to suit the visitor s needs. This type of customised visitor information is difficult to source online. When this is combined with the high trust and satisfaction rates among NSW AVIC users, AVICs have the ability to significantly enhance the visitor experience and maximise the benefits to the local visitor economy of visitor expenditure. 18
FOR FURTHER INFORMATION PLEASE CONTACT Peter Lipman Manager Visitor Services Destination NSW P: 02 9931 1179 E: peter.lipman@dnsw.com.au 19
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