VIsitor servicing review
Tilma Group apply a visitor-centric approach to identifying the most cost-effective approaches that ensure visitors receive the information they seek when and where they need it across their travel journey.
“Linda and Jayne have gone above and beyond expectations,
painting an ambitious and exciting vision for visitor servicing across the Red Centre. ”
Process of Development
Step 1: Gather and review
In this phase we
review existing relevant research reports and visitor servicing activity
review best practice case studies and models to ensure a successful and sustainable approach is recommended
develop a profile of current visitor markets and emerging/opportunity markets
visit the destination, if desired by the client (a remote review saves clients money and reduces emissions, and is therefore our preferred option)
Step 2: Engage
The engagement phase is critical as gaining the buy-in of key stakeholders and community members is essential to support recommendations.
We use one-on-one meetings and focus group sessions with key stakeholders via phone and video conference, so it’s easy for everyone to be involved.
Step 3: Analyse and develop
In this phase we
synthesise and analyse the outcomes from the desktop review and the consultation
draft a discussion paper for stakeholders as a further opportunity to capture feedback and as background for a workshop on opportunities
conduct a workshop with stakeholders to test and validate findings and to define a common vision and the principle elements of the new visitor servicing model
Step 4: Visitor Servicing Recommendation Report
Develop a report with recommendations on
a best practice visitor servicing model for the region
roles of the partners in visitor servicing
best practice locations and models for visitor servicing
facilities and services required
The report outline the steps to implementing the new model.
Recent PROJECTS
☆ City of Rockingham, WA
Tilma Group reviewed Rockingham’s visitor servicing and provided a recommendation on a best practice model for servicing visitors into the future.
The project’s outcomes were maximised by challenging assumptions when reviewing visitor servicing touchpoints.
The recommended model was a mobile service which would operate seasonally at highly visited locations and events in and around the region.
This model provides a flexible approach to delivering information where visitors are.
☆ Tourism Central Australia, Alice Springs
With visitors’ increasing use of digital technology for travel planning, combined with declining funding for Visitor Information Centres, Tourism Central Australia wanted to ensure its visitor servicing model remains valued by visitors and industry stakeholders.
The purpose of the Visitor Servicing Recommendations Report was to identify the ideal visitor servicing options, and highlighted the importance of visitor hotspots such as attractions and rest stops as key touchpoints beyond the bricks and mortar Visitor Information Centres, as well as the need for a consistent visitor servicing approach.