Manchester Visitor information CentreContractors Proposals Document

File 1May 2010

Manchester Visitor Information Centre

NW TIC Conference 8 April 2011 Paul Simpson

The History• Previous location – Town Hall Annexe• Local authority feel• Not representative of Manchester• Very traditional• Not loved!!

The Opportunity• Decant of the Town Hall• Availability of NWDA funding• TEAM footfall exercise• A willingness on all parties

The Vision• Make a statement about Manchester• To be a destination in it’s own right • Contemporary, welcoming, high quality environment – a new model for urban TIC’s • To vividly express what Manchester is, the direction it is taking  “to be the best visitor information centre”

The Objectives

 • To be a leading and best practice example of a ‘Strategic TIC’ • Visual style/branding to promote a unique sense of place • Harness ICT - link into visitmanchester.com, state of the art

facilities • Focus on exceeding the needs and expectations of customers. • Increase visitor throughput and reconceive services through

relocation and redesign, leading to greater economic impact• To incorporate retail/commercial best practice design

principles to maximise net income and reduce net costs.

The Timetable• April 2008 - VII Bid accepted – location research  • Mar 09 - MCC instructed solicitors re lease the site• Summer 09 - Concept discussions• Sep 09 - First VII bid• Oct 09 - NWDA response – questions re project scale • Oct- Nov 09 - Bruntwood proposal for alternative site • Dec 09 - Project rescoping with architects• Jan 19th - MCC approval 60% funding• Jan 20th - Final Bid submitted – project to start 1 March• Feb 12th - Steering Group approval • Mar 10th - Contract confirmed in writing• Mar 19th - Lease completed. Works commence• June 20th – new MVIC opens on Manchester Day 

The Challenges• www.visitmanchester.com• Budget• Need to be inspirational• Culture change• IT/new media• Balance between old and new

Manchester Visitor information CentreContractors Proposals Document

File 1May 2010

The Reaction• Very positive – staff and visitors• Endorsement from across the city• National endorsement

The Staff• Major change• Forced to interact• Brought along on journey• Very positive reaction and attitude

The Costs• £800k• Financed by Manchester City Council and NWDA• Marketing Manchester responsible for operational costs

The Technology• Microsoft surfaces• 20 screens – live Twitter feeds• Large plasma screen – advertising and information• High standard of fixtures & fittings• Front of house PCs

The Opportunities

• Merchandising• Sponsorship• Members’ marketing opportunities

The Other Stuff!! • Opening hours• Ticketing reduced• On line sales/accommodation booking

The Evidence (part 1)

• Manchester VIC Evaluation 2011• 401 face to face interviews• 94% leisure, 6% business visitors• 7 in 10 visitors receive information through

members of staff

The Evidence (part 2)

• 52% use computers or surface tables• 82% influenced by information from MVIC• 66% - IT encourage return visit• Only 16% could provide suggestions to

improve MVIC!

The Future

• Continuous improvement• Content driven – fresh and exciting• Need to build up visitor numbers• Stay ahead of the game• Stay relevant!!