All of BSI’s Public Sector clients are managed within a dedicated Account Management team whose individuals are passionate about the industry. They are flexible and empowered and thrive on the challenges of delivering cost reduction and service improvement in line with agreed objectives. BSI’s Public Sector Account Management team considers the six most important account management responsibilities to be:
a) Cost & Service Management - monthly evaluation of management information and customer stakeholder feedback to identify potential savings opportunities, use of alternative solutions and enhancements to the service delivery and process. Opportunities and threats are identified at divisional and individual levels and ideas are introduced to the business via cost reduction papers, performance league tables and business forums with stakeholders, service users and influencers.
b) Rate Performance & Programme Evaluation - constant monitoring of business levels, rate and allocation performance to ensure appropriate coverage of all key locations and ongoing evolution of rates and distribution to maximise electronic booking levels whilst delivering cost reduction. Long term strategy needs to be in step with changing market conditions/forecasts whilst short-term tactical gains can be made from spot buying in key markets, agreeing seasonal rate packages and flexing allocation needs based on future demands.
c) Compliance Management - monitoring compliance to travel policy, preferred hotel/carrier programme and booking channels. Results and challenge areas are factored in to the ongoing business plan and strategy is focussed on delivering the right activity to the right audience. We concentrate on spend/non compliant spend by division and use different tactics for divisional stakeholders, booker influencers and travellers etc.
d) E-Migration Support – delivering online adoption training and support via face-to-face training sessions, web casts and 1:1 sessions. BSI monitors adoption results at both divisional and individual user levels and focus communication and activity to educate users, drive awareness of the tool and increase adoption levels therefore reducing service costs and resource dependency.
e) Marketing & Communications - Stakeholder engagement is key to developing ongoing business relationships with customers. In full consultation with the client, BSI’s Account Managers will develop and implement a stakeholder engagement programme to launch the service encompassing high level consultative activities as well as an ongoing communications programme (please note this list is not exhaustive):
- BSI attendance at strategic planning sessions in the travel, accommodation and MICE spend category.
- Regular presentations to key business units and client service stakeholders.
- Regular road shows at client sites, focused on identifying the needs and expectations of key stakeholders and promoting the benefits of the booking service.
- Ongoing training programme with seminars, workshops and web casts focusing on booking processes, cost reduction & avoidance, online adoption.
- Ongoing communications programme encompassing HTML (or text only) e-newsletters to the ‘booker community’ focusing on key industry news from travel, hotel & venue suppliers, busy ‘hot-spot’ locations, top tips and special leisure offers.
- Group-wide magazine (The Hive™) containing news and views from the travel, accommodation, meetings & event management industry.
- Quarterly meetings focused upon identifying ongoing and future customer needs, and documenting the required actions necessary to meet those needs.
- Stakeholder round table forums and meetings.
- Formalised quarterly business planning sessions and contract reviews with client contract managers documenting the key objectives and business aspirations.
- Visits to BSI offices for key client stakeholders.
f) Formalised Contract Reviews
Review meetings provide the opportunity to discuss the following key agenda items:
- Analysis of management information reporting.
- Analysis of service delivery KPI reports.
- Identification of cost reduction opportunities based on historical data, trends and benchmarking.
- Report & analysis of service issues and/or 2nd tier supplier complaints (if applicable).
- Policy compliance issues – preferred venue usage, adherence to policy/business rules, missed savings, potential leakage via other booking channels.
- On-going strategy to maximise cost reduction over the lifetime of the contract term.