Designing The Business Gateway Service To Meet Future Needs

Descriptions

OBJECTIVES We need: - A clear understanding of the existing customer experience with the core Business Gateway service and the DigitalBoost programme; - To clarify our mission, develop a shared vision through agreed priorities and goal setting and determine strategies to deliver to our customers and engage with our stakeholders; - To define our principles and values; - To understand the why, what, who and how of the service; - To identify what, if anything, needs to change; - To know what else our customers want or need from the service; - To understand whether segmentation is necessary or desired and within that whether the service should focus on start-ups, established businesses or continue to provide support for businesses at every stage of their lifecycle; - To know what our partners and stakeholders expect from the service and what they can do to support that; - To know what needs to change across governance, strategy, operations and delivery to meet the challenge; - To know what the future services look like to meet the key user journeys we agree to focus on; - Above all we want to gather the evidence to support the development of a Local Government proposition that successfully argues for the resources needed to make a seismic shift in economic recovery and development. METHOD The methodology to be used in the study is likely to include elements of: - Desk research (drawing on existing data available from evaluations of the service itself, previous EU programmes or other complementary activity, quality assurance reporting as well as other sources); - Consultations – extensive period of consultation with customers, SLAED, SOLACE, BGON, BG Board, BG National Unit, Lead Local Authorities, advisers in LA in-house delivery teams & BG contractors and appropriate BG Stakeholders such as FSB, SCC, SCDI, Scottish Government, SDS and Enterprise Agencies. It is likely that these will be undertaken via a mix of 1-2-1 and Focus Group discussions; - We seek an approach built on the principle of co-production and one which builds the capacity and knowledge of the Business Gateway Team, enhancing our approach to continuous improvement;