Embed Size (px)
Citation preview
Draft Partnership Agreement V8 20/8/2013
Moors Valley Country Park and Forest
Partnership Agreement
East Dorset District Council Forestry Commission
1
INDEX
1. Introduction
2. Land holding
3. Strategic direction
4. Liability and 3rd Party Exclusion
5. Communication
6. Finance
7. Health and safety
8. Private operations
9. Moors Valley Opening hours, staffing and working operations
10. Car park system and operations
11. Visitor Services
12. Marketing
13. Events, activities and private bookings
14. Assignment, duration, termination and dispute resolution Appendices Appendix 1 – Moors Valley Map Appendix 2 – Opening and closing times for Moors Valley Country Park and Forest. Appendix 3 – car park system operations and responsibilities Appendix 4 – Moors Valley Country Park and Forest Emergency Action Plan Appendix 5 – Complimentary car park passes and event parking details Appendix 6 – Moors Valley Country Park and Forest Visitor Services Strategy
2
THIS AGREEMENT is dated 2013 BETWEEN EAST DORSET DISTRICT COUNCIL having its principal place of business atFurzehillWimborne Dorset BH21 4HN (‘EDDC’) and THE FORESTRY COMMSSION having its principal place of business at Queens House High Street Lyndhurst Hants SO43 7NH (the ‘Commission’) 1. Definitions EDDC and the Commission hereby agree as follows: 1.1 In this Agreement the following expressions shall have the meanings set out
opposite them, unless the context requires otherwise:
Agreement This Agreement, as from time to time varied, added to or extended;
Commencement Date The date this Agreement is signed by both parties The Park The area of land known as Moors Valley Country Park
and defined by the area shaded green on Map 1 in Annex 1;
Partners or Partnership East Dorset District Council and Forestry Commission
FC Forestry Commission
EDDC East Dorset District Council – (including partnership
working with Christchurch Borough Council)
MVGC Moors Valley Golf Club
MVR Moors Valley Railway – run by Narogauge Ltd
Go Ape Activities offered by Adventure Forest Ltd (at 2012 these include Tree Top Adventure, Tree Top Junior, Segway hire)
Mack Trading Mack Amenity Ltd
The Park Moors Valley Country Park
Forest Moors Valley Moors Valley Country Park and Forest
3
1. INTRODUCTION 1.1 Work first began to create Moors Valley Country Park and Forest in 1984 and since that time East Dorset District Council and the Forestry Commission have been working together to manage the Park. The first Partnership Agreement was produced in 2005 and was to run for 10 years but has now been updated to take into accountsthe many organisational and operational changes that have occurred in recent years. 1.2 The document has been written by the Countryside Manager for East Dorset District Council and the Recreation & Public Affairs Manager for Forestry Commission with input from their respective teams and, approval from EDDC/CBC legal team and the FC Land Agent. It is an operational document which aims to ensure the smooth running of Moors Valley until the next review in 2018. 2. LAND HOLDING 2.1 Overview Moors Valley Country Park and Forest covers a total of approximately600 hectares, with491 ha managed by the Forestry Commission and110 ha managed by East Dorset District Council. From the visitors point of view they do not see a boundary between the partners’ landholding, but see the whole area as ‘Moors Valley Country Park’. The boundaries are detailed on the map in appendix1. Each partner is responsible for the maintenance of the land resources, buildings and facilities on their land.
2.2 Access Partners agree that the public can access land in their ownership or leased to them. Access can be restricted on a temporary basis for; wildlife, safety or operational reasons, via CROW direction on dedicated land or by agreement between FC and EDDC on non-dedicated land. Access is permitted by foot, with access by other methods agreed by the land owning partner. Partners agree that staff from each organisation have unrestricted access onto and across each other’s land by any means subject to each partners' operating conditions. Each partner is responsible for the access and egress points on their land, with the exception of the main entrance which is a shared responsibility, (see car parking section). 2.3 Leased land Areas of land may be leased by either partner subject to a separate written agreement. They will form part of Moors Valley but may not always be part of the park and the landowner will retain some rights on this land depending on the terms of the agreement. Costs/income may be shared or borne by a single partner depending on the agreement. Any lease agreement made by either partner should be approved by the other partner and must be for the benefit of Moors Valley.
Leased land (as July 2012)
Area Lessor Lessee Lease agreement
Overflow field RSPCA EDDC Annual payment of £5000 paid from car park income. Split equally between partners. Agreement. 5 years from 2013
RSPCA fields RSPCA EDDC 10 year agreement from 2010 Annual payment £650pa subject
4
to review at year 3 and 6. HLS agreement between EDDC and Natural England
Golf Clubhouse (part of)
EDDC MVGC
RingwoodForest along B3081
Somerley Estate
FC 999 year lease. Recreation agreement in place between Somerley Estate and FC.
5
3.STRATEGIC DIRECTION 3.1 Overview A joint approach to development of Moors Valley is essential to maintain the character and viability of the park. 3.2 Policy context Each partner fulfils aims set down in their organisation’s guiding policy documents. The Forestry Commission is currently acting upon the government’s response to the final report from the Independent Panel on Forestry (published 31st January 2013) to formulate a national forestry policy for England and East Dorset District Council has its ‘Corporate Plan’. Whilst each organisation has different roles; there is much commonality as both carry responsibilities for communities, health and wellbeing, environment and the local/rural economy. 3.3 Functions The partners agree the following vision statement and core functions for Moors Valley Country Park Vision Statement Moors Valley – “A country park demonstrating excellence for people, for wildlife, for the future”. Core Functions 1. Provide countryside recreation of the highest standard for people of all ages and abilities. 2. Maintain and where possible increase the biodiversity of Moors Valley Country Park for the
benefit of future generations. 3. Provide facilities and activities so that people can improve their physical and mental wellbeing. 4. Provide opportunities to experience understand and learn about Moors Valley’s wildlife and
wider environmental issues. 5. Enable and encourage local people to be actively involved in the running of Moors Valley and
continue to seek feedback from visitors. 6. Maximise suitable income generation opportunities to benefit the park and local economy and
minimise funding requirements. 7. Operate Moors Valley in a sustainable and environmentally responsible way. 3.4 Implementation The partners agree to have a 10 year development plan (currently 2011-2020) which will ensure a coordinated and sustainable approach to development of Moors Valley. The partners agree to prepare the documents shown below, which will help deliver the core functions.
6
Moors Valley Country Park and Forest Guiding Documents Structure
East Dorset
District Council
Corporate Plan
2010-16
Forestry Commission (currently
awaiting revised Forest strategy
document. To replace England’s
Trees, Woods and Forests 2008-
12).
Moors Valley Country Park
and Forest – Partnership
Agreement.
The Moors Valley
Development Plan. 2011 -
20
Educatio
n
Develop
ment
Plan
2010
Forest Design
Plan 2010-15
Schedule
Ancient
Monument
plans
Potterne
Wood and
Moors River
Management
Plans
Ebblake Bog
SSSI Plan
and
Scheduled
Ancient
Monument
Plans.
Marketi
ng
Strategy
. 2011
Custom
er
Service
s
Strategy
. 2011
Health and
Safety
policies, and
procedures
Annual business plan
and operational work
programmes
Recreation &
Lifestyle
Development
Plan
2010-2013
7
4. LIABILITY 4.1 Both parties shall maintain separately a valid and effective insurance policy in respect of any third party claims made against them. In the case of EDDC it shall be an insurance policy taken out with a reputable insurance company The Forestry Commission as a government body is self-insured. Any claim made in respect of the Park shall be dealt with by the party upon whose land the incident occurred but both parties will render assistance to the other upon request in order to deal with such a claim. 4.2 Exclusion of Third Party Rights Any person who is not a party to this Agreement shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to rely upon or enforce any provision of this Agreement provided that this does not affect any right or remedy of the third party which exists or is available apart from under that Act.
8
5. COMMUNICATION 5.1 Overview To ensure the smooth and efficient running of Moors Valley both parties will keep the other party informed of all relevant activities and developments
5.2 Communication arrangements: 5.2.1 Strategic meetings
A liaison meeting between 2 senior representatives from each of the Partners will occur at a least every 6 months to discuss strategic issues relevant to the park. These meetings are known as Moors Valley Partnership Meetings. The Partnership Agreement will be subject to review at least once a year at these meetings, but more often if required. Agenda and notes will be kept for all meetings. 5.2.2 Operational meetings Meetings between both parties shall occur every 3 months between operational managers from each partner, or more frequently as required. Agenda and notes will be made. 5.2.3 Specific operational meetings To be arranged as required between relevant parties for specific activities and projects.
5.2.4 Concessionaire meetings 3 meetings each year will be held with operational managers from each partner and the concessionaires. Agenda to be agreed between all participants and notes will be made.
5.2.5 Marketing meetings 3 meetings each year will be held with the partnership communication officers and representatives of the concessionaires. Agenda to be agreed between all participants and notes will be made.
5.2.6 Ranger meetings Regular Ranger meetings are held and Rangers or relevant staff from both partner organisations will attend. Operational issues and forthcoming activities will be discussed.
5.2.7 Email Updates Partners and concessionaires will contribute news and information for a bi-monthly staff email which will be circulated to all staff by EDDC.
5.2.8 Day to day contacts Staff will all carry a radio whilst ‘on duty’ at Moors Valley. (Radio licence held by EDDC). All FC staff will carry mobile phones whilst on duty at Moors Valley. The main park phone will be manned by EDDC staff from 9.30am to 4.30pm as a minimum. 5.2.9 Out of hours and emergency contacts Contact numbers for senior staff and concessionaires will be shared between partners and maybe used out of hours for emergencies. The Forestry Commission maintains a Duty Officer roster which provides cover 7 days per week, 24 hours per day for out of hours emergencies in South Forest District of which Moors Valley Country Park / Ashley Heath Forest is a part. The roster is updated annually and a copy will be provided to East Dorset District Council staff. Contact numbers for senior staff are provided to the local police service and on-site security firms.
9
5.2.10 Forest and Park Operations Forest operations are routinely carried out around the immediate vicinity of the park and in Ashley Heath Forest. The Forestry Commission prepares an Operational Site Assessment prior to any operations and requirement to liaise and give information to East Dorset District Council staff prior to and during operations as appropriate will be included as part of the pre operations communications process. For major works on EDDC land that affect use of the park by visitors, the Rangers will provide FC with all details.
5.3 Dispute Resolution The Partners will strive to maintain a strong and effective partnership through regular communication and sharing of issues. Any issues that cannot be resolved at the Park Management Meeting will be referred to the officers in the Park Partnership Meeting. If not resolved there then a final arbitration will be sought between the Deputy Surveyor for the Commission and the Chief Executive for EDDC.
10
6. FINANCE 6.1 Overview Currently each partner organisation is responsible for its own finances and where services are shared invoices are issued as required or end of year balancing is made in respect of the car park system. 6.2 Car Parking Income is collected by East Dorset District Council, through pay stations and at the information point for car park and season tickets. This is processed through the EDDC. On-site costs are coded directly against car park maintenance costs – car park system. Car Park income is shared 50:50 with the partners after costs. See appendix 3 for details of items coded against car park income. NB car park system is due to be upgraded winter 13-14, how car park system is managed is to be reviewed in 2014. 6.3 Car park replacement fund Where any income exceeds targets this surplus maybe put in the car park replacement fund for future works on the system. Expenditure from this fund has to be agreed by both parties. EDDC currently hold this fund. Each partner retains the right to access the funds they have deposited in this fund.
Organisation Bill payer Notes
Card payment processed through the paystations
EDDC EDDC Income shared 50:50. EDDC deduct card company costs (Six Payment Services are the provider 2012) from car park income under final quarter reconciliation
Car park Payments taken at the information point
EDDC EDDC Income shared 50:50 (sundries and cost of one pdq machine coded to car park maintenance costs)
Cash collection from paystations
EDDC EDDC Income shared 50:50 EDDC pay cash collection costs and deduct from income (maintenance cost code).
Cash reconciliation and banking
EDDC FC Is carried out by EDDC finance department and the income figures adjusted accordingly. An annual fee of 1.5% of gross income that has been paid by any means other than cash is payable by FC to EDDC for this cost, primarily to cover card company payments. Agreed through final quarter reconciliation.
Car park rates See below
11
Car park maintenance Costs shared – see car park section
6.4 Business rates (as April 2012) Rates apply in different areas of Moors Valley and are payable by the concessionaire or partner organisation. The exception is the car park where the rates are shared. Any newly rated areas will be paid for by the land holder or the concession on that land.
VOA ref area Bill area value start
228HOR070982 Shop and premises stables
EDDC 90.11 £20,000 01 Apr 2010
228HOR070983 Ice cream kiosk,
FC concessionaire MV trading
18.28 £11,250 01 Apr 2010
228HOR070981 Car park and premises
FC. Cost shared 50:50 with EDDC, paid from car park income under final quarter reconciliation.
582.0 £66,500 01 Apr 2010
228HOR070986 Club house and premises
MVGC £16,000 01 Apr 2010
228HOR070985 Golf course and premises
EDDC Concessionaire Mack trading
80.16 £43,000 01 Apr 2010
228HOR070984 Narrow gauge steam railway and premises
EDDC Concessionaire Narogauge Ltd
1.0 £35,000 01 Apr 2010
228HOR070987 Overflow car park,
EDDC. Cost shared 50:50 with FC. Paid from car park income
125.0 £5,000 01 Apr 2010
Utility/other costs
Organisation Bill payer notes
Water supply Sembcorp Ltd EDDC No charge made to FC on current usage level.
Waste Water Bournemouth and West Hants water
EDDC No Charge made to FC on current usage level
Electricity -car park
EDDC Metered and estimated use, cost coded against car park maintenance
Telephone BT/other Each partner
12
lines or concessionaire
Oil EDDC No use by FC
Gas EDDC No use by FC
Biomass EDDC No use by FC
Security
Organisation Bill payer notes
Bill Notes
Alarm system ADT EDDC FC not charged for Ice Cream kiosk. Element coded to car park maintenance for the car park system.
CCTV Security cameras ex ANPR
EDDC Cost of car park related cameras shared 50% with ED/FC
Security visits
Night time security/key holding services
EDDC No visits made onto FC land
Gate locking Front entrance gate
EDDC FC charged for 50% share of gate locking, when carried out by security company, coded against car park maintenance
Specific events
Various firms EDDC/FC Paid by the partner organisation
Marketing
Organisation Bill payer notes
Marketing strategy
EDDC/FC na Shared time to prepare, equal 50:50
Marketing budget
EDDC Minimum of £20,000 or 2.5% of gross car park income, whichever is the greater. Equally contributed by both partners.
PR companies
Currently Phoenix PR and Carmargue used by partner organisations
EDDC/FC Each partner pays for their own use of their respective PR companies, as per Moors Valley marketing strategy.
Staff time EDDC/FC All time recorded and
13
reconciliation made at end of year. Based on hourly rate of marketing staff Time input should be 50:50
Ice Cream Agreement A separate agreement exists between the partners for the sale of ice cream across the site. On the EDDC side ice cream is sold by Narogauge Ltd and on FC land it is sold through Moors Valley Trading.
14
7. HEALTH & SAFETY 7.1 Overview The Partners recognise the importance of health and safety, but also the value of adventurous activities and learning through experience. The aim is not to provide a risk free environment but an environment where visitors can have a safe and enjoyable visit fully aware of any hazards and in the knowledge that all facilities provided will be safe to use. 7.2 Health & Safety Policy 7.2.1 Both the Forestry Commission and East Dorset District Council have their own Health & Safety Policy statement that complies with legislation and clearly sets out each employer’s obligations. Copies of these policies are available to each partner organisation. 7.2.3 In line with Health and Safety legislation where staff employed by both the Forestry Commission and East Dorset District Council share a workplace each employer will co-operate with the other as far as reasonably practicable to enable statutory duties to be complied with. Each of the Partnership organisations retains their separate employment responsibilities. Both organisations have ultimate responsibility to insure they fulfil their legal obligations and retain legal liability for all members of staff they directly employ. Health and safety responsibilities at Moors Valley Country Park
Maintenance Inspections Responsibility for health and safety.
Liability Insurance
Park areas owned EDDC
EDDC EDDC
EDDC EDDC
Overflow area – leased land
EDDC EDDC
EDDC EDDC
Forestry Commission land
FC FC FC FC
RSPCA leased land
EDDC EDDC
EDDC EDDC
Somerly Estate leased land
FC FC FC FC
EDDC led activities on FC land
FC FC – for public areas e.g. orienteering course. EDDC – for area of activity prior to activity if not in the above
EDDC – for participants on activity. FC – for land
FC
FC led activities on EDDC land
EDDC EDDC for public areas. FC – for area of activity prior to activity if not in the above.
FC – for participants on activity
EDDC
Separate agreements need to be in place between partners and the own concessionaires to agree health and safety responsibilities and liabilities.
15
7.3 Accident Reporting Forestry Commission and East Dorset have their own accident reporting procedures and will generally deal with the reporting of accidents occurring on their respective land ownership including informing HSE of accidents requiring a RIDDOR report. A copy of each accident report and any RIDDOR reports generated by one partner will be made available to the other partner quarterly. An annual record of accidents will be prepared and reviewed at a Partnership Meeting. 7.4 Forestry / Land Management Operations Moors Valley Country Park contains a large proportion of land which can be classified as working forest and forestry operations will be a regular activity. Ashley Heath Forest is divided into two working blocks each of which is considered for felling, thinning and other land management related work every five years in line with the approved Forest Design Plan. 7.4.1 All work will be carried out in accordance with an Operational Site Assessment (OSA) which will have been prepared in advance of operations. The OSA prescribes detailed work to be carried out, highlights physical, conservation and archaeological constraints and features present on the site. It contains details of communications with the public prior to and during work including safety signage of the site as well as details of any required diversions to trails/paths etc. 7.4.2 Management of Health and Safety of forestry and open habitat operations will be the primary responsibility of the Beat Forester who will manage the site in accordance with Forestry Commission Operational Guidance and Health and Safety legislation. The work site will be signed in accordance with Forestry Commission guidance. The Senior Ranger for EDDC will be responsible for organisation of habitat management works on EDDC land. 7.4.3 Communication between the Forestry Commission and East Dorset District Council staff will take place prior to and during harvesting operations as specified in the communications section of this document. EDDC and FC will work together to inform the public regarding any relevant operational and Health and Safety issues prior to and during operations. 7.4.4 A pre site meeting is held prior to commencement of major works and a representative from FC and EDDC will attend the pre site meeting. EDDC will inform FC Ranger on site of major works on EDDC land. 7.5 Facility Inspections Both partners carry out regular facilities inspections to comply with Health and Safety Policy and good practice. They will work together to move towards a common system for facility inspections on their respective land holdings to ensure that a joint and consistent approach is adopted. Representatives of either organisation who are suitably qualified may carry out maintenance and inspections on either parties land if mutually agreed by senior staff on site. 7.6 Emergency Plan Appendix 4 contains the current procedures for handling a major incident at the park that has been agreed by the partners and Dorset Fire & Rescue. The procedure will be subject to review annually at the Partnership Meeting. Copies are held by both partners and at the Information Point in the Visitor Centre. An emergency incident media plan is held with this action plan. 7.7 Communications Both partners will ensure that any changes of internal organisational health and safety policy are notified to the other partner at the next partnership meeting. Health and safety will be a standing agenda item at bi - annual partnership meetings and will include a summary and discussion of accidents occurring on each partners land holding and any subsequent remedial action.
16
7.8 Training Both parties will make sure that all staff have the appropriate qualifications for any tasks they carry out. Emergency response training will take place every 2 years and will involve staff from both partners. The training will involve the local emergency services. Specific health and safety training can be organised by either party and staff from both parties can be involved. Charges may be made to either party to cover costs
17
8. PRIVATE OPERATIONS AT MOORS VALLEY 8.1 Overview Moors Valley has always worked with private companies and individuals to deliver a variety of facilities and services. They provide expertise and investment in return for the location and access to the visitors. 8.2 Concessionaire as August 2013
Operation Name Partner On site catering Chartax Ltd EDDC
Railway Narogauge Ltd EDDC
Golf Mack trading Ltd EDDC
Ice cream Moors Valley Trading Ltd FC
Ice cream Narogauge Ltd EDDC
High ropes course for adults and children
Adventure Forest Ltd FC
Segway Adventure Forest Ltd FC
other
Cycle Hire Moors Valley Cycle Hire (currently by EDDC)
EDDC
Golf Club and Clubhouse catering
Moors Valley Golf Club EDDC
Each concessionaire has its own terms as agreed by host organisation. These concessionaires will continue to operate. Any renewal of concessions will be discussed at Partnership meetings. 8.3 Procedure for new ventures Any new approaches for operations (either commercial or not) must be agreed by the senior representatives of both organisations. Any new agreement must not be detrimental to existing operations, harm the reputation and ethos of the park or be in anyway damaging or disturbing to the park, its visitors, its wildlife or neighbours. It must fit in with the vision statement and agreed core functions of the park. 8.3.1 Any new concession must agree to:
1. The Moors Valley customer care strategy and attend agreed customer service training 2. The Moors Valley marketing strategy (or have an approved strategy of their own). 3. Attend concessionaire and marketing meetings 4. Minimum opening hours for permanent concessionaire are all weekends, Dorset school
holiday, everyday from the 1st of May to end of October holiday). With minimum hoursof 10.30 to 4.30 and longer hours in summer as agreed by on site managers.
5. Have a pricing policy that agrees to set prices which are competitive/comparable to other local attractions.
6. Have a health and safety policy 7. Have a training policy for staff 8. All staff will wear a uniform and name badge as agreed with on-site managers. 9. Have a child protection policy or agree to either partners’ policy. 10. Will have an environmental policy and work in a sustainable way.
18
8.4 Procedure on use of MV by 3rd parties to generate income For operations that do not promote themselves at Moors Valley but use Moors Valley to carry out part of their operation for which they receive an income. Each to be judged on its own merit; if the operation is not deemed to make a large income from Moors Valley and is not detrimental to MV in any way then the operation can continue. E.g. commercial dog walking, bike coaching, and fitness coaching. Such activities will be monitored and the procedure may be changed if partners consider it necessary. New activities to be discussed at partnership meetings and assessed accordingly with the outcome recorded.
19
9. MOORS VALLEY OPENING HOURS, STAFFING AND WORKING OPERATIONS 9.1 Overview Since opening Moors Valley has always looked to provide a ‘year round recreation facility of the highest standard’ and as such opens everyday of the year, 25th December being the only day staff are not on site. Staff are provided by both partner organisations each day. Each partner is responsible for work on their land, contractors on their land and their own facilities, equipment and machinery. 9.2 Park opening and closing Moors Valley will open everyday except the 25th December. As a minimum from 8am to dusk (8pm latest), see appendix 2 for the details of these opening times. 9.2.1 The main park gates will be open and the rising kerb put down by the first staff people on site (typically green keeping staff). The car park barriers and system are put into operation by ED Rangers by 9am (latest) on any day at which time the information point is staffed. 9.2.2 The car park system will be closed down by ED Rangers. The main gate closed and rising kerb activated between dusk and 1 hour later (5.30pm at the earliest). Later for special events taking place. The staffing/cost is shared between EDDC and FC. (see car parking operations for further details). 9.2.3. Each partner organisation is responsible for ensuring that other egress points are secure, at all times. 9.3 Concessionaire opening times These are detailed in individual contracts, but should all meet minimum opening requirements as mentioned above. 9.4 Moors Valley Ranger Staffing 9.4.1 Staffing levels provided on site vary for each partner; For East Dorset Moors Valley is the base for its area wide operations, whereas for Forestry Commission, Moors Valley is a satellite site with staff dedicated to Moors Valley. The ED staff also provide an extensive education and lifestyle programme operated at Moors Valley and in the wider district. Specifically for Moors Valley the partners agree to provide the staffing as detailed in the table below. Any variations from this provision should be agreed between senior members of staff on site. EDDC Rangers cover the park operations after 5pm for part of the year and charge Forestry Commission for the additional hours worked by means of an annual invoice. These arrangements subject to review, with options for jointly funded staff in the future.
9.4.2 At times incidents or working operations will require staff from partner organisations to operate on the other partners land. Partners agree that employees and volunteers from each organisation can work on each other’s land. Permission is not required for attending incidents, educational groups or recreation/lifestyle activities e.g. Nordic walking and bike rides, but out of courtesy permission should be requested for any other activities. Permissions should be directed to the senior person on site at the time the request is made. Liability remains with the landowner – see section on Liability.
20
Staffing EDDC FC tot
al
Time period Rangers Hours covered
Lates Information Point direct staff hours
ED Rangers (min)
Rangers Car park staffing
FC staff (min)
Easter Holiday
8.00am to
6.00pm
2 10.30am
to 7.00pm
2 9.00am to
5.00pm
1 5 8.30am to
5.00pm
2 8.30am to
4.30pm
2 4 9
April – May - mon to fri
8.00am to
6.00pm
2 9.30 to
6.00pm
2 9.00am to
4.30pm
1 5 8.30am to
5.00pm
2 0 2 7
April – May sat and sun
8.00am to 6.00pm
2 10.30am to
7.00pm
2 9.00am to 5.00pm
1 5 8.30am to 5.00pm
2 8.30am to 4.30pm
2 4 9
Spring bank holiday
8.00am to
6.00pm
2 12noon
to 8.00pm
2 9.00am to
5.00pm
1 5 8.30am to
5.00pm
2 8.30am to
4.30pm
2 4 9
Spring bank holiday to –July
8.00am to
6.00pm
2 12noon
to
8.00pm
2 9.00am to
5.00pm
1 5 8.30am to
5.00pm
2 8.30am to
4.30pm
2 4 9
School hols - july&aug
8.00am to
6.00pm
2 12noon
to
8.00pm
2 9.00am to
5.00pm
1 5 8.30am to
5.00pm
2 8.30am to
4.30pm
2 4 9
September Mon to Fri
8.00am to 5.30pm
2 9.30 to 6.00pm
2 9.00am to 4.30pm
1 5 8.30am to 5.00pm
2 0 2 7
October Mon to Fri
8.00am to 4.30pm
2 9.00 to 5.30pm
2 9.00am to 4.30pm
1 5 8.30am to 5.00pm
2 0 2 7
September and October Sat & Sun
8.00am to
5.30pm
2 10.30am
to
7.00pm
2 9.00am to
5.00pm
1 5 8.30am to
5.00pm
2 8.30am to
4.30pm
2 4 9
October half term
8.00am to 5.30pm
2 10am to 6.30pm
or 10.30am
to
7.00pm
2 9.00am to 5.00pm
1 5 8.30am to 5.00pm
2 8.30am to 4.30pm
2 4 9
November to March Mon - friexc holiday periods
8.00am to 4.30pm
1 9.00am to
5.30pm
2 9.00am to 4.30pm
1 4 8.30am to 5.00pm
2 0 2 6
November to march - Sat and Sun
8.00am to
4.30pm
2 9.30am
to 6.00pm
2 9.00am to
5.00pm
1 5 8.30am to
5.00pm
2 8.30am to
4.30pm
2 4 9
Christmas holidays
8.00am to
4.30pm
2 9.30am
to
6.00pm
2 9.00am to
4.30pm
1 5 8.30am to
5.00pm
2 8.30am to
4.30pm
2 4 9
Feb half term
8.00am to 5.30pm
2 10am to 6.30pm
or
10.30am to
7.00pm
2 9.00am to 5.00pm
1 5 8.30am to 5.00pm
2 8.30am to 4.30pm
2 4 9
21
9.5 Future staffing The partners agree that when recruitment opportunities arise the other partner will be consulted to give consideration for any joint working opportunities that would provide efficiencies to both partners. 9.6 Staffing requirements Staff from each partner organisation will follow the work policies and procedures laid down by that organisation, which will abide by national policies e.g. minimum wage. In addition all partnership staff (permanent or contract) based at Moors Valley will be subject to the following procedures 9.7 Safeguarding children and vulnerable adults All staff who will be directly working with children will be checked through the Disclosure and Baring Scheme before commencing work at Moors Valley, this includes permanent and casual staff over the age of 16years. 9.8 First Aid training A minimum of one qualified first aider from both organisations will be on site during the park’s opening hours. 9.9 Induction training All staff will take part in Moors Valley induction training. More information on staffing standards is contained in the Health and safety and Visitor Services sections. 9.10 Casual staff These include seasonal staff such as car park assistants, cycle hire staff and concessionaire staff. They should all receive MV induction training and be DBS checked where appropriate. Additional training should be given where possible. 9.11 Volunteers All should be formally registered with one of the partnership organisations and follow the partner organisations induction procedure. In principle volunteers are permitted work in all areas of the park and work under the direction of staff from either organisation. In the future a volunteer strategy may be adopted which will reflect policies held by the partner organisations. 9.12 Work experience Partners will endeavour to provide work placements/experience for students from educational establishments or from independent enquiries. They should all receive a basic induction training to include an element of health and safety training and can work across the partnership. 9.13 Procedure for contractors on site Each partner will apply their agreed organisational guidance and practice for contractors. 9.14 Vehicles Vehicles remain the responsibility of the owning organisation and all vehicles and drivers must comply with current legislation. Vehicles will be identified with organisation logos. Speed limit of 15mph applies for all vehicles on tracks within MVCP. Staff of partner organisation are permitted to drive vehicles owned by the other partner, with the permission of the senior members of staff on site. All staff are to receive vehicle training and assessment from their employing partner.
22
9.15 Machinery, equipment, tools Equipment can be shared between partners as long as staff have received the appropriate training and certification. Permission must be sort from the senior person on site of the owning organisation before any machinery or equipment is used.
23
10. CAR PARK SYSTEM AND OPERATIONS 10.1 Overview The main hard standing car park is on FC land it has space for approximately 600cars of which 12 are dedicated disabled parking bays and there is further space for 12 coaches. The overflow car park is in a field leased by EDDC from the RSPCA on an annual rent, at full capacity the overflow can park approximately 300 cars. Charges for car parking are based on length of stay, tickets are taken on entry and paid for prior to exit at the paystations, (Designa system). Season tickets are based on a number plate recognition system (ANPR). Both systems have maintenance contracts associated with them, with regular maintenance carried out by the on-site staff. 10.2 Fees and charges These will be reviewed annually in the Autumn by EDDC Manager and FC Manager. Charges to run from 1st April to 31st March. EDDC manager has delegated powers to set charges with no committee approval needed. FC manager will seek approval from the Head of Recreation and Public Affairs Prices should be set to offset RPI, to compare favourably to similar attractions and to provide an income to both partners which contributes significantly to offsetting running costs and achieve financial sustainability. 10.3 Parking discounts agreed:
• Special offers/discounts can be agreed by EDDC Manager and FC manager both for daily charges and season ticket charges. These are agreed annually and put in the marketing strategy.
• Charges do not apply to motorcyclists or people walking or cycling into MV.
• A free time period of 15 minutes is allowed for ‘dropping off’. This does not apply to coaches.
• Free parking can be given to: all staff working at Moors Valley, delivery vehicle drivers, visiting EDDC staff on work matters, company representatives visiting MV staff on MV related work, tax exempt vehicles. Free parking for these people is issued at the discretion of Information Point staff, details are not recorded.
• Visiting FC staff are permitted free parking on production of FC identification card / FC staff windscreen sticker at any time.
• Complimentary passes – up to 500 per year given to local schools and charities for fund raising purposes. Occasional complimentary season tickets are given for exceptional causes. All are recorded on a database.
• Parking discounts for certain events and activities. See appendix 5 for agreement. 10.4 Time of operation for car park charges Subject to appendix 2 – Moors Valley opening times 10.5 Maintenance contracts associated with car park system
• The current system has an annual maintenance contract covering labour and parts. Renewed annually, open market review for best value every 3 years. Costs shared through car park maintenance budget.
• ANPR system requires annual maintenance with a company that supports specific software. Annual renewal and open market review every 3 years by EDDC. Cost shared through car park maintenance budget.
• Cash collection, tendered as part of wider EDDC cash collection tender. Best value obtained by being part of bigger contract. Schedule of collection reviewed annually by EDDC.
• Card payment system. 3 yearly review of charges associated with card payments at paystations.
24
10.6 Renewal of car park system A fundamental review is indicated in the development plan for the car park system before 2015. The system will then be reviewed every 5 years. Partners will contribute equally to the renewal/updating/improving of the car park system. 10.7 Information Access to data is available to FC and EDDC staff. Monthly figures on car numbers provided by EDDC. Annual financial figures provided by EDDC 10.8 Responsibilities The responsibility for the car park operation is shared between the partners. In general terms EDDC are responsible for the operating systems, finance, season tickets, maintenance contracts and customer interactions. FC are responsible for the car park, machine maintenance and parking cars. Full details of the agreed responsibilities are detailed in appendix 3
25
11. VISITOR SERVICES 11.1 Overview High quality visitor services are paramount to the continuing success of Moors Valley. Key elements to this are Information provision, front line staff emergency procedures, engagement with stakeholders and visitors, monitoring of services and quality of facilities. 11.2 Visitor Services Strategy Agreed that the partners adopt the Moors Valley Country Park and Forest Visitor Services Strategy and Action plan 2012-16.The main objectives are detailed in Appendix 6. This strategy focuses on direct interaction with Moors Valley Visitors at Moors Valley and covers 5 key areas:
1. Customer standards and complaints procedure 2. Systems, procedures and training for all staff 3. Monitoring to measure the delivery of customer standards. 4. Consultation to gain feedback on services, facilities and standards. 5. Customer access channels that meet customer expectations and are cost effective.
11.3 Concessionaire Staff All Moors Valley concessionaires will either have their own Visitor Services charter which meets the minimum criteria as laid down in the Visitor Services strategy or agree to abide by our visitor services strategy. 11.4 Operational Issues 11.4.1 Information point provision Operated within the Visitor Centre by EDDC. Open everyday that Moors Valley is open (with the exception of maintenance work etc.). Staffed by EDDC staff.Will deal with enquiries from the public in person, via phone or internet based. Provide a range of other services including: sale of car park permits and tickets, event bookings, event registration, sale of park memorabilia and other items, first aid provision, data entry. 11.4.2 At 2012 it is accepted that the amount of EDDC staff time spent dealing with visitor enquiries at the Information Point and managing the car park system roughly equates to the amount of time spent by FC staff carrying car parking operations, therefore no financial balancing is required. This arrangement to be reviewed when car park payment system is replaced.
26
12. MARKETING AND PROMOTION 12.1 Overview Good marketing and promotion is essential to maintain visitor numbers and the good reputation and image of Moors Valley. Both partners are committed to high quality, sensitive marketing of Moors Valley. 12.2 Marketing Communications officers from the partners will prepare an annual marketing strategy. This will contain details of advertising campaigns and promotions for the following year. The marketing strategy will also contain branding guidelines for literature, signage, uniform etc. These will be reviewed and updated every 3 years by the communications officers. Agreed that the: Partners will contribute equally financially to the implementation of the marketing strategy, including agency or consultancy costs. Partners will contribute equally to the costs of the MV website and other social networking media. Partners should contribute equally staff time to the implementation of the marketing strategy. 12.3 Marketing Finance The annual marketing budget will be agreed at a partnership meeting, in advance of the production of the annual marketing plan and this will vary according to marketing requirements and overall budget positions of both EDDC and FC. In accordance with details in section 6-Finance/Marketing. Communications officers will monitor expenditure. Expenditure through the year can be by either party following consultation and agreement, with a reconciliation every four months where either party can invoice the other party for any outstanding amounts. In accordance with details in section 6-Finance/Marketing. 12.4 Emergency incident media plan An emergency incident media plan covers any serious issue relating to Moors Valley This will be reviewed annually at a marketing meeting. 12.5 3rd Party accreditation The partners agree that 3rd party recognition for Moors Valley is valuable part of promotion for the park and opportunities to gain this recognition will be taken.
27
13. EVENTS, ACTIVITIES AND PRIVATE BOOKINGS 13.1 Overview Moors Valley Country Park has a strong reputation for its diverse, extensive and high quality events and activities programme. The key themes are environmental education and healthy lifestyles. The activities are primarily offered by the ED Rangers throughout Moors Valley to schools, groups and individuals. Private groups also run events and hire areas of Moors Valley. 13.2 Partner organised activities The partners agree that Partner led/organised activities can be held on the other partners land. Activities which do not require special permission are: Activities organised by the partner on their own land, which will not affect the other partner in any way. Any Ranger led/organised activities which use the general park infrastructure which would normally be open to the public. Activities provided through the Environmental Education/Recreation programme. (Programme offered by EDDC with activities on FC land to be approved before programme is published) For any other activities permission should be sought from the senior person on site from either organisation. Currently no charges are made by a partner for the use of land or facilities by the other partner. This may be reviewed at a partnership meeting by either partner. 13.3 Groups using public facilities Non-partner led schools/groups have permission to use the normal publicly available activities e.g. Play Trail, Cycle routes in a normal way. Information point staff can give permission to groups to use this land as independent groups. All permissions given should be recorded centrally on the (Moors Valley diary) which will be available to both partners. Any other activities require the group to book through the land owning partner. 13.4. Non-partner organised public events Information point staff can give permission to registered charities and other groups to use the public areas of Moors Valley as long as they are carrying out activities which would normally take place in these areas e.g. walking/cycling/orienteering. All permissions given should be recorded centrally on the (Moors Valley diary) which will be available to both partners. For alternative activities, very large groups or activities out of normal hours The landowning partner should be consulted prior to a booking being made. A standard agreement letter should be sent to the group organiser. Concessionary car park rates are available for charities that reflect the overall objectives of Moors Valley (e.g. health and wellbeing, environmental and wildlife). See appendix 5 for details 13.5Private hire of areas The following areas are available for private hire and can be booked by Information Point staff
Area Owner Income Visitor Centre EDDC EDDC Mezzanine floor EDDC EDDC Stables EDDC EDDC Picnic corner EDDC EDDC
28
14. ASSIGNMENT Neither party may assign, transfer or otherwise deal with the any part of this Agreement or any of its rights or obligations unless such assignation or transfer is required by law or governmental order, rule, regulation or direction. Either partner may only assign the whole of the Agreement by mutual agreement with the other Partner and following a notice period of one year. 14.1 Review This document will be reviewed 5 years from the date of commencement 14.2 Alterations If both parties are in agreement, addendums can be made to this document during the life of the agreement. 14.3 Duration and Termination This Agreement shall terminate automatically without notice ten years from the Commencement Date. MOORS VALLEY PARTNERSHIP AGREEMENT APPROVAL SIGNED for and on behalf of EAST DORSET DISTRICT COUNCIL LLLLLLLLLLLLLLLLLLLLLLLLLLLLL.. DateLLLLLLLLLLLLLLLLLLLLLLLLLLL. SIGNED for and on behalf of THE FORESTRY COMMISSION LLLLLLLLLLLLLLLLLLLLLLLLLLLL DateLLLLLLLLLLLLLLLLLLLLLLLLLL.
29
APPENDIX 1 Map showing boundaries and land holdings for Moors Valley Country Park and Forest. Ss to provide map
30
APPENDIX 2
Opening and closing times for Moors Valley Country Park and Forest
Opening and closing times for MoorsValley
Time period Park opening
Opening car park
Closing car park
Park closing
Visitor Centre
Easter Holiday 6.30am 8.00am 7.00pm 7.00pm or later
9.00am to 7.00pm
April – May - Mon to Fri
6.00am 8.00am 6.00pm 7.00pm 9.00am to 5.00pm
April – May Sat and Sun
6.00am 8.00am 6.30pm 8.00pm 9.00am to 6.30pm
Spring bank holiday
6.00am 8.00am 8.00pm 8.00pm 8.00am to 8.00pm
Spring bank holiday to –July
6.00am 8.00am 8.00pm 8.00pm 8.00am to 8.00pm
School hols - July &Aug
6.00am 8.00am 8.00pm 8.00pm 8.00am to 8.00pm
September Mon to Fri
6.00am 8.00am 6.00pm 7.00pm or later
9.00am to 5.00pm
October Mon to Fri 6.00am 8.00am 5.30pm 7.00pm or later
9.00am to 5.00pm
September and October Sat & Sun
6.00am 8.00am 6.30pm 7.00pm or later
9.00am to 5.30pm
October half term 6.00am 8.00am 7.00pm 7.00pm 9.00am to 6.00pm
Novto March Mon - Fri
7.30am 8.00am 5.00pm 5.30pm 9.00am to 4.30pm
Nov to March Sat and Sun
7.30am 8.00am 5.30pm 6.00pm 9.00am to 5.30pm
Christmas holidays 7.30am 9.00am 5.00pm 5.30pm 9am to 5pm (latest)
Feb half term 7.30am 8.00am 6.00pm 6.00pm or later
9.00am to 6.00pm
31
APPENDIX 3 Car park system operations and responsibilities
Paystations
Area Outline Responsibility Bill payer, cost split
Ticket jams, multicon faults
Attend and solve problems at paystations.
FC n/a
Regular maintenance
Carry out daily inspections and maintenance, inc cleaning and replacing of receipt rolls
FC n/a
Signage Order signage as required, replace worn/out of date signage on machine. Put on temporary signage as required
EDDC Shared costs
Change levels Daily check of levels, top up with change as required, order replacement change as required.
EDDC Shared (charge to order)
Annual audit of hoppers
Jackpot all machines, count up change levels, refill machines to correct levels.
EDDC n/a
Alarm system to building
EDDC to monitor and maintain contract for alarm. Lock/unlock and alarm paystations daily.
EDDC EDDC
Maintenance of building
Replacement of lights, clearing of gutter, cleaning paystations, maintaining timber, servicing shutters.
FC Shared
Temporary signage
Correct money signs, blackboards signs etc
EDDC EDDC
32
Barriers/in out ticket machines
Regular maintenance
Carry out daily inspections and maintenance, inc cleaning and replacing of tickets, removing old tickets etc
FC n/a
Barrier problems
Repairs, refixing FC n/a
Ticket machine
Responding to problems e.g. jammed tickets etc.
FC n/a
Two way lane Setting up and putting away FC/ EDDC
n/a
Housing units Repairs and repainting, all units Inc. electrical boxes
FC Shared costs
Lights Replacement of lamps FC Shared costs
33
Car park signage/information
Pricing signage
Design and ordering for machines and entrance signs.
EDDC Shared costs
Pricing signage
Changing of signs for paystations, entrance barrier and entrance sign
EDDC Shared costs
Information/direction signage
Design, installation, maintenance, replacements, repairs.
FC Shared costs
Charges on website
Update charges on MV website and other online media
EDDC Shared –if design costs incurred
Charges leaflet
Update and printing of information leaflet
EDDC Shared
Design system
Annual maintenance contract
Arrangement of maintenance visits and call outs for repairs.
EDDC Shared from car park maintenance code
Fault recording
Keeping record of faults, service visits
EDDC EDDC time
Consumables Tickets, ribbons, receipt rolls, cleaning products. To order. storage
EDDC Shared
Tickets Design and ordering. (controlled stationary)
EDDC Shared (no charge for time)
PC Maintenance of pc, repairs, replacements. Shared costs
EDDC EDDC (replacement costs shared)
Phone line Designa dial in EDDC Shared
Intercom Responding to visitors requests for help
EDDC n/a
Data Monitor / access data from system EDDC n/a
ECN Issuing and management of ECNS EDDC EDDC
Cash collections
Arrangement of contract, payment of contract, collection schedule. Shared cost
EDDC shared
34
ANPR and CCTVsystem
Annual maintenance contract
Annual renewal and 3 yearly price comparison? Arrangement of maintenance visits and call outs for repairs. Shared costs. (CCTC costs shared for car park elements)
EDDC shared
Data entry Inputting all ticket holders and staff onto system, keep data secure, management of data, management of email data base.
EDDC EDDC staff time
Sale of Season tickets
Design and printing of forms, sale of tickets, storage of completed forms,
EDDC shared
Data Review data – length of stay, Season ticket numbers. Annual review.
EDDC EDDC staff time
E mails Reminder of season ticket renewals via email
EDDC shared
PC Maintenance of pcs and screens EDDC EDDC (replacement shared).
Six Payment Solutions
Agreement Monitor system, call help desk for problems, monitor income levels, make payments for system
EDDC Included in card costs
PC Monitor pc. EDDC n/a
Phone line Data line EDDC Shared
35
Parking
Parking cars main car park
Provide direction signage and staff to ensure cars parked safely and effectively. Risk assessment and liability.
FC Shared costs on signage.
Parking cars in overflow
Provide direction signage and staff to ensure cars parked safely and effectively.
FC Shared costs on signage.
White lining To cover the entrance drive from the main drive, through into main car park area, all tarmac areas in the carpark. From main drive to the overflow car park.
FC Shared
Car park tarmac areas
Maintain, repair, replace FC shared
Car park gravel areas
Maintain, repair, replace FC shared
Main entrance drive
Tarmac surface, repairs and maintenance
EDDC shared
Bell mouth Tarmac surface, repairs and maintenance
EDDC Shared
Golf Drive Tarmac surface, repairs and maintenance
EDDC EDDC
Car park trees/grass/other areas
Maintain, repair, replace FC FC
Car park fences and furniture
Maintain, repair, replace FC FC
Overflow grass cutting
Out to contract, weekly cut throughout growing season (26 weeks). Shared cost
EDDC shared
Lighting Repairs and maintenance. Costs shared.
FC shared
Main car park and drive
Litter picking FC n/a
Overflow and golf drive
Litter picking EDDC n/a
Roundabout maintenance FC FC
Roundabout Repairs FC Shared
Main entrance Rising kerb EDDC Shared
Main entrance Gate FC Shared
Main entrance Gate locking EDDC shared
36
Car park other
Tickets Design and ordering. (controlled stationary)
EDDC shared
Replacement parts
Ordering through EDDC. Procedure to approve?
EDDC Shared
Electricity supply
Supply from VC. costs - estimated EDDC shared
Electrical safety
Fixed wire testing every 5 years. Portable appliance testing every 3 years.
EDDC EDDC
Electrical repairs
Approved council electricians. Shared cost against car park income
EDDC shared
Coaches Bookings and taking payments for coaches.
EDDC n/a
Coaches Parking of coaches FC n/a
Complimentary car park passes
Administration, postage. Adopt procedure.
EDDC
Tax exempt vehicles
Provide proof of tax exemption. Adopt procedure
Icy weather Adopt procedure see appendix Rocksalt shared
Stuck cars agree procedure for assistance. see appendix
Dogs in cars Adopt agree procedure see appendix
FC
Emergency vehicles
Access into MV. Adopt procedure
Finance
See finance section
37
APPENDIX 4
Moors Valley Country Park and Forest Emergency Action Plan Adopted Nov 2012 In the event of an emergency, the role of all staff on site is to get the emergency services on site as soon as is possible and to hand control over to them upon their arrival. Our role is to then support the emergency services. In the event of a emergency both parties (EDDC & FC) should liaise with each other at the earliest opportunity. Additionally staff should contact their immediate line manager (even if they are not on duty) to make them aware or to seek advice. FC staff should contact the Duty Officer. 1. What do I do if I find myself in an emergency situation? In the event of any emergency call 999 immediately. If you do not have access to a telephone or reception is poor, contact the Visitor Centre using your radio and request that they call 999. You should not be out in the park without access to one or both of these forms of communication. Assuming that you have called 999, you will then need to contact the Visitor Centre immediately afterwards to let them know that emergency services are on the way. It is likely that they will arrive on the road entrance or driveway or at the Visitor Centre and be led to your location by colleagues. Stay with the emergency until help arrives (if it is safe to do so). If you are in danger retreat to a safe distance and await emergency services. Wear your Hi-Vis vest if you have it with you and if you have access to a vehicle put on the hazard lights. Warn anyone in or around the site of immediate risks and await help. 2. What do I do if someone has called in an emergency? Get key information. If it’s a member of the public calling in, get name and contact number straight away. You will need as much relevant information as possible for the emergency services. Contact the emergency services. Send someone to the scene to gather more information and help if safe and necessary. Get someone to meet emergency services at the agreed access point if it is NOT the visitor Centre as gates may need to be opened to allow access. Ensure the grab bag* is available. If the emergency services RV is not at the Visitor Centre. Give it to the member of staff who will make 1st contact with emergency services.
38
The Grab Bag This is marked and located at the information point in the visitor centre. Inside the grab bag you will find:
• Map indicating access points (with grid ref), rides.
• Mobile telephone
• List of emergency numbers
• Loud hailer
• Hi-Vis vests
• FC keys – these are marked to show which gates on the map they open.
• FC Duty Officer roster and contacts
• Clip boards, paper & pens
• Hazard/tiger tape
• This Emergency Plan This will be needed when liaising with the emergency services. 3. Emergency Services If you are attending/aiding the emergency services with an incident (Fire and Rescue), the Incident Commander (IC) is in control of the incident. You report to Command Support Personnel. They will be identified by their RED & WHITE checked tabard. You will need to provide your details as you will effectively need to be checked-in and then checked out. If the incident is on FC managed land at the park you will need to contact the Duty Officer (details in the Grab Bag) at an early opportunity Gather as much information about the incident at the time and at the earliest opportunity write this down, this will be vital information. 4. Dealing With Press & Media There is likely to be significant media interest in any emergency situation. Whilst we need to get information out it is important that this information is appropriate, accurate and timed. Media enquiries should therefore be referred to the lead person on duty at the park OR to the FC Duty Officer who can then liaise directly with Communications Manager (Mon – Fri), National Press Office IF Coms Manager not available AND as senior a member of the FC as possible starting with the District Manager for the official response/line to any given situation. All appropriate contact numbers are on the list in the grab bag. See emergency incident media plan. 5. Afterwards Do not leave the incident until it has been agreed by whoever is in control that it is acceptable to stand down. Return the Grab Bag. Ensure that you have the relevant details for the essential incident report Inform senior managers as soon as is possible that there was an incident. Agree post-incident management e.g. damping down with the team and record what you do.
39
MOORS VALLEY COUNTRY PARK & FOREST Emergency Check List – use reverse for further notes/details and/or attach additional sheets. Nature of the Emergency Incident: Date: Start Time: End Time: Location: Your Name:
time notes
contact emergency services
contact colleagues
contact senior manager/Duty Officer (FC). Initiate Media Response.
collect GRAB BAG from info point (VC)
check in with emergency services
check out with emergency services
initiate incident report (AIRS for FC). All details and images where appropriate
return GRAB BAG and note what items need replacement and inform line manager
Hand over & Stand down
40
APPENDIX 5
Complimentary car park passes and event parking details MOORSVALLEYCOUNTRYPARK: COMPLIMENTARY TICKET PROCEDURES This is the agreed structure for issuing complimentary tickets. Complimentary Car Park Passes Car day passes may be issued if the following criteria is met:- Local school raising funds for their school. Local charities raising funds. Local charity bringing groups e.g. Chernobyl– NO can only provide passes as prizes for raising funds as above Compensation for a visitor issue/ complaint, as agreed by a Senior Ranger. Prize relating to East Dorset District Council or Forestry Commission event/ promotion. Occasional Volunteers (less than once a month) – Definition of local = Dorset / Hampshire / Wiltshire counties within a 45min radius from the Park (not – Portsmouth / Chichester / Weymouth / Gillingham etc.) Conditions:- 2 passes per application 4 passes per school/ group/ charity per annum – refuse at third application and explain reached maximum for year Use by dates – should be at least six months from the date of event / raffle or the following two options 1. Christmas events / raffles use by date is end of June following year, 2. Summer events / raffles use by date is end of January Maximum per year to be agreed by EDDC and FC in advance – suggest 1200 for April 2012 to April 2013, any excess above this number to be done only by agreement as/when necessary. SAE must be sent or passes can be collected - comp slips being sent from Nov 2011 to state that SAE required in future Monitoring:- Data stored on comp pass spreadsheet Annual report generated at end of tax year Complimentary Parking Permits Parking permits may be issued if the following criteria is met:- Prize relating to East Dorset District Council or Forestry Commission event/ promotion for large scale data collection / evaluation Maximum number per year – 6 per organisation Admin request through EDDC for monitoring purposes
41
Special request from Schools/ Charities for a permit. These requests to go through Senior Ranger, decided on an individual basis. Maximum number per year – 6 per organisation Monitoring:- Data stored on comp pass spreadsheet Annual report generated at end of tax year Complimentary Cycle Hire Passes Local school raising funds for their school. Local group raising funds for their group. Local charity raising funds for their charity. Compensation for a visitor issue/ complaint, as agreed by a Senior Ranger. Prize relating to East Dorset District Council or Forestry Commission event/ promotion. Conditions:- 2 vouchers per school/ group/ charity per annum, each voucher to the value of £5 Maximum of 100 vouchers per year Monitoring:- Data stored on comp pass spreadsheet Annual report generated at end of tax year Parking tickets may be validated if the following criteria is met:- Rep visiting or deliveries. Staff training or interviews. TIC staff Visiting members of the press by invitation Teachers / group leaders on a pre-visit for a booked group visit (ranger or self-led), max 2 hours stay Visiting volunteers / companies contributing to event e.g. steam gala, orienteering event, countryside fair, local produce market etc. Occasional Volunteers visiting less than 12 times a year - route checking or carrying out event e.g. health walk and cycle volunteers, Dorset fungi group, charity fun runs, Occasional Contractors / Freelancers visiting less than 12 times a year - route checking or carrying out event / work Season ticket holders whose car is in the garage for servicing – check car park system for number plate and write in notes box that ticket has been validated to monitor for any overuse Room bookings – three per booked and paid group Birthday parties – three per booked and paid group Go Ape corporate visits - record of number validated to be passed to Sally to confirm and raise invoice for payment Conditions:- Vouchers to be validated by EDDC member of staff only, not concessionaires Monitoring:-
42
Not required at present time ID is required at time of validationN Numbers of validated tickets issued in batches to concessionaires stored on spreadsheet Regular Staff / Concessionaire / ContractorsParkingPermitPasses – open ended Individuals can be added to the season ticket database if the following criteria is met:- EDDC and FC Rangers, Mack Golf, Railway, Go Ape, Seasons and Ice cream staff who work on site Regular delivery / emergency services vehicles Monitoring:- Data stored on car park computer but not collated at present time Regular Staff / Concessionaire / ContractorsParkingPermitPasses – 12months end date Individuals can be added to the season ticket database if the following criteria is met:- EDDC / FC officers that visit more than 12 times a year Concessionaire staff that visit more than 12 times a year Freelance Instructors that visit more than 12 times a year Volunteers – perk for regular volunteers at least once a month e.g. East Dorset health walk and cycle volunteers, admin volunteers, FC Volunteer Rangers, Wimborne Orienteers, Approval for FC volunteers through Libby. Approval for EDDC volunteer through Jackie. Conditions:- EDDC and FC regular volunteers receive Early Risers and Latecomers pass only, option to pay difference to upgrade Monitoring:- Data stored on car park computer but not collated at present time Jackie and Libby to monitor level of volunteers contribution Reviewed annually as passes expire. Occasional Staff / Concessionaire / Contractors – with short term end date Work experience / seasonal Rangers Holiday concessionaire staff Exhibition artists Contractors Freelance Instructors – short term contracts Conditions:- All new staff to complete application form and include sates of contract and signed by manager – staff application form to be provided Monitoring:- Data stored on car park computer but not collated at present time.
43
APPENDIX 6
Moors Valley Country Park and Forest Visitor Services Strategy 6 main objectives.Objective 1: Ensure customer standards and a complaints procedure are made available for both staff and customers.The table below sets out our standards by which we interact with our visitors.
Method of communication Customer Care Standard Email
24 hours (acknowledgement); 3 days (full response; if not possible, customer to be informed when full response will be provided) All Moors Valley Country Park emails to include standard signature as set out in Branding Guidelines.
Face to Face
Information Point 3 minutes (If not possible due to high visitor numbers, customers to be informed of an approximate waiting time or signposted to another method of help, e.g. website). Other Areas Face to face standards will also be considered for other areas of the Park, e.g. Seasons Restaurant; Cycle Hire and Ice Cream Procedure Book Additional standards of how to interact face to face with visitors has been included in Appendix 1. The face to face interaction for our visitors forms part of the Moors Valley experience and is vital to ensure our customers maximise their visit.
Telephone 4 rings (12 seconds) (If no Ranger staff available to answer due to face to face communication, answer phone option will activate, with ability to access common sought information or to leave a message). Answer phone messages to be returned within 4 hours (unless message left out of office hours) Procedure Book Additional standards of how to interact on the phone with visitors has been included in Appendix 2. This interaction with our visitors forms part of the Moors Valley experience and is vital to ensure our customers maximise their visit.
Letter (No fax available) 5 working days (if not possible, customer to be informed when full response will be provided) where possible quicker return communication will be made if a phone number or email has been given, using the above standards. All Moors Valley Country Park letters to include standard signature as set out in Branding Guidelines.
SMS (Test Messaging) Service not available as at April 2012 Website Same as email Complaints Procedure Where possible complaints to be dealt with immediately and
recorded on the appropriate form, following the set procedure For more complex complaints, a full reply within 5 days; if not possible, customer to be informed when full response will be provided. A set of standard replies to suggestions exists to ensure a consistent approach is given.
NB. Standards to be reviewed in 2015
44
Objective 2: Ensure systems, procedures and training is in place for all staff to deliver our aim.
It is important to recognise the importance of maintaining high internal (and service) standards to ensure employees are satisfied; this in turn will encourage staff to provide a service that promotes customer satisfaction, customer loyalty and in turn increased revenue, growth and profitability. The following systems, procedures and training are highlighted to achieve this objective.
a. Moors Valley Country Park Customer Standards b. Staff Inductions c. Staff Handbook d. Procedure book(s) e. Updates at staff meetings f. Updates at Concessionaire meetings g. First Aid training h. Scenario staff training i. Welcome host training j. Staff Notice Board(s) k. Staff Newsletter/ Email l. Staff Social Opportunities m. Volunteer Team Social Opportunities & Newsletter n. Uniforms & Badges
b. Customer standards
As set out in Objective 1, once the standards have been developed and adopted they will be available for all staff to help encourage excellent customer standards. The standards will be measured through a number of methods as detailed under Objective 3.
c. Staff Inductions Moors Valley Ranger (East Dorset) Staff Inductions:
Moors Valley Customer Care Objectives and Standards to be included on the standard staff induction
check sheet.
A comprehensive checklist relating to the management and objectives of Moors Valley Country Park and East Dorset Countryside Management Service information is provided to all new members of the Ranger Team. Staff take ownership of this document and with their line manager ensure that all areas are covered within 2 weeks of their start date, to ensure continuity of service and base understanding of standards to be developed. Moors Valley Ranger (Forestry Commission) Staff Inductions:
Moors Valley Customer Care Objectives and Standards to be included within the Forestry Commission staff induction. *Consider EDDC & FC staff based at Moors Valley to share a common staff induction procedures.
Moors Valley Concessionaire Staff Inductions There are several concessions operating at Moors Valley Country Park. The Ranger Service will where practical, offer a short induction opportunity for all new Concessionaire staff which will include an overarching section on the Customer Charter.
45
East Dorset & Christchurch Partnership; staff inductions All new staff are invited to an initial induction day at which a visit to Moors Valley Country Park often forms a part of the itinery. There is an opportunity at this stage to include a small section on the Park’s Customer Charter, further instilling Customer service into the culture of the partnership. d. Staff handbook An annual staff handbook will continue to be produced by the Rangers for all Moors Valley Country Park based staff. The handbook will include basic information to help all staff have an over-arching understanding of Moors Valley Country Park and the services offered. The handbook will be backed up through inductions and communication through Concessionaire Managers. The handbook will include: An easy to read section highlighting the Moors Valley Standards.A page for each area/ concession within Moors Valley, including key staff and responsibilities, staff discounts and social opportunities. e. Procedure book(s) Procedure books containing information to ensure EDDC Ranger staff are able to access easy to understand information to deal with any eventuality that may occur on a day to day basis already exists. This information is kept up to date and staff are encouraged to regularly access the information to ensure our service is efficient and effective. Procedure books: Visitor Services & Emergency; Car Park; Maintenance EDDC & FC partnership will produce a shared procedure book to be copied to all Stakeholders, to ensure a joined up approach to visitor services is created. f. Ranger staff (EDDC & FC) meetings and updates Communication is key for delivering excellent customer service and at a busy Country Park the development of projects and initiatives can change within a very short period of time. To ensure all Rangers are up to date with all developments, staff will continue to meet on a monthly basis to share information. For those staff unable to attend a meeting, minutes will be emailed. In between these times Rangers to take responsibility of issuing an update email to the team if a project/ issue may prompt or require customer interaction. Quarterly update meetings to take place between Countryside Manager and Senior Rangers who will in turn ensure relevant information is known to the whole team. g. Concessionaire meeting updates The Countryside Manager will continue to regularly (4 times a year) meet with all concessionaires to communicate all new developments and discuss problems and issues. Key points from these meetings will then be communicated via managers to all staff where relevant. Regular email updates will continue outside of these times. h. First Aid Training All Rangers will continue to be trained as a Responder Team through Dorset Ambulance Service. This training enables the team to deliver basic first aid through to first response emergency aid. Most Rangers will also be trained through first aid at work. Having this structure in place will continue to provide our team with the ability to offer an essential first aid service delivered in a professional and effective way. This opportunity will continue to be offered to key concessionaire staff as appropriate. First aid; ambulance & incident procedures exist within the procedure books (e). i. Scenario Training Further to the above first aid training, every 24 months the Ranger team will undertake a day of scenario training to further enhance skills and response times. Where practical this training will
46
take place in partnership with other services, e.g. the Dorset Ambulance Service and Dorset Police as a joined up approach. This training will be offered to all concessionaire staff where practical to ensure a good cover of care can be provided. j. Welcome Host Training & Associated Customer Care Training In order to re-enforce the customer care standards and charter, all Ranger staff will do the Welcome Host Training course which is offered through the tourist board (or similar). It is important that staff are re-trained every 3 years. This course will also be offered to key concessionaire staff. k. Staff notice Board(s) Staff notice boards to be kept up to date with customer relevant information and the Customer Standards to provide another access channel to disseminate information. l. Staff Newsletter A staff newsletter will be created (twice a year) to update staff on new developments. This newsletter be sent to all concessionaire managers to disseminate information to their staff and copies will be available on staff notice boards. Consideration will be given for staff only access to a section of the Moors Valley website where such information can be displayed. Although quarterly meetings are held between Countryside Manager and Concessionaire Managers, this newsletter can be used as a tool by Managers to disseminate information. m. Volunteer Newsletter A volunteer newsletter will be created (4 times a year) to update volunteers on new Moors Valley developments. n. Staff Social Opportunities In order to further enhance team spirit, social opportunities will continue to be created for the MVCP Staff social events will be held at least once a year. Managers to encourage participation of all staff where practical. Once in the summer; e.g. bbq/ volleyball/ team building/ quiz/ go ape Every other Christmas; e.g. dinner & dance o. Volunteer Social Opportunities In order to further enhance team spirit, social opportunities will be created for the volunteer teams. Social events will be held at least once a year. A regular newsletter will also be created as part of the Activate 1000 project. p. Uniform and Badges All EDDC & FC Ranger staff to be issued with standard uniform, with MVCP dragonfly logo, more detail on this is included within the joint branding guidelines, but the outline is as follows. Black trousers; khaki green shorts; beige shirts, dark green fleeces, black gilet, logo name badges. All Concessionaire staff to wear appropriate uniform to suit their location. All staff to wear a name badge to promote a friendly and welcoming joined up service.
Objective 3. Ensure monitoring is put in place where practical to measure the delivery of
customer standards.
There is no overall system currently in place to regularly monitor and measure the customer care
standards at Moors Valley Country Park and Forest (as at April 2012).
Both the new ICT and Customer Access Strategy for the East Dorset & Christchurch Partnership highlight
this as a future requirement and therefore Moors Valley Country Park will be considered within this
review.
Current monitoring of standards
47
a) Record all complaints, suggestions & compliments through spreadsheet.
Complaints, suggestions & compliments have to date been collected through separate methods, in order to get a clear summary all information is now inputted into a single structure spreadsheet. These will be collected through a number of access channels; suggestion form; face to face; telephone; email; letter; website.
Complaints
The following levels have been written as guidelines to Ranger staff at this time. It is vital however to highlight that from a customer’s viewpoint it is the resolution of their ‘contact’ that is important, not how it has been categorised and recorded. Level 1: Day to day customer communications that can be resolved at source through providing customer with appropriate knowledge. Examples; no bins; no undercover picnic areas; not enough dog bins, car parking charges. Measure: No current system in place to record, reactive responses, through set procedures. Level 2: Day to day customer communications that are resolved at source, but can involve staff behaviour, equipment failure or unsatisfactory standards. Examples; Dirty toilets, out of date information displayed, Measure: Recorded through spreadsheet and Countryside Manager notified, reactive responses, through set procedures. Level 3: Strong customer complaint requiring further actions All strong complaints are recorded onto complaints form; this form is available at the Information Point.
Details from all forms are recorded on a spreadsheet and shows a clear pathway of how an issue has been
dealt with and resolved. This form is to be used by Ranger staff even if Customer does not wish to have
further communications. Examples; Staff rude to customer, broken piece of play equipment that could cause harm. Suggestions & Compliments Suggestions and compliments are collected through suggestion forms in the Visitor Centre, emails, face to face contact and letters. Information is recorded on the above mentioned spreadsheet. b) Monitor all phone calls, identifying how many calls, the time it takes to answer calls, number of unanswered or engaged calls. From June 2012 this service will be provided by the EDDC current phone provider. In terms of the Forestry Commission Ranger phone system, it may not be possible to record detail at the same level (short term); however the majority of customer interactions relating to Moors Valley Country Park and Forest are received through the EDDC system. c) Specific qualitative feedback:- Suggestion box in Visitor Centre; This feedback is a form of monitoring for the services and events provided at Moors Valley Country Park. Occasional Visitor Surveys; Events Questionnaires; School and Group Questionnaires; Survey Monkey for specific events or birthday parties; Golf surveys; Go Ape Customer feedback; Mystery Shoppers. Future Monitoring of standards (when new systems put in place)
a. Undertake periodic measurement of key customer care standards, ie email, letters, waiting times, number of visitors using the information point when systems allow. Timings to be agreed between EDDC and FC partnership after liaising with the East Dorset &
48
Christchurch Partnership to identify which standards would be included.
b. Trip Advisor; regular monitoring required.
c. Face Book; regular monitoring required.
d. Twitter; regular monitoring required.
e. Benchmarking standards against other Country Parks.
f. Facility standards that can influence visitors perception of Moors Valley Country Park and Forest; toilets, play equipment; food and drink outlets; cleanliness of site; queues; Printed material and Signage. All these areas are monitored and looked at separately, but this strategy will encourage them to be looked at as a whole from a visitor perspective.
g. Number of customers using Visitors Services, the potential of using a click counter to establish the number of visitors that are served at the Information Point, either at the Shop section or Information section. This data can be utilised in the future as a tool to measure the success of any new and innovative ways that are implemented to better serve our customers. Data can also be compared to overall Visitor numbers to further establish the % of customers that utilise this service. Action: consider type of enquiry tick sheet to establish clear picture of what information is being delivered through this service.
Objective 4: Communicate effectively with customers to gain feedback on services, facilities and
standards.
In order to achieve high visitor satisfaction levels it is vital to listen to customers and measure service
quality. It is important to evaluate existing systems to make more efficient and effective and consider
new ways that service and facilities can be measured and in turn improved.
a) Visitor Surveysb) Visitor Suggestions & Complaints c) Social media Sites; Facebook and Twitter d) Other methods of communication e) Communicate outcomes of feedback a) Visitor Surveys: A number of Visitor Surveys have been carried out at Moors Valley Country Park,
which in the past have provided an invaluable insight into who our customers are and what they think
of services and facilities. For the future a structure needs to be created to enable a clearer year on year
picture of the needs and requirements of our customer base that can be monitored and developed.
Action: Plan of survey requirements for next 5 years to include web based surveys, face to face,
Information Point, links with wider surveys such as EDDC/CBC Household Surveys and local
publications. Outline of key information required to establish knowledge base to improve service and
facilities.
Occasional Visitor Surveys specific to key areas will be included within this plan although will have the flexibility to change to adapt to demand. These include:- Events questionnaires; School and Group Questionnaires; Survey Monkey for specific events or birthday parties; Golf Surveys; Go Ape Customer feedback; Mystery Shoppers
49
b) Visitor Suggestions & Complaints: Visitor Suggestions and Complaints are collected through a number of methods, the main one being a suggestion box situated in the visitor centre, but also face to face, telephone, email, website and occasionally through visitor surveys (above). From 2012 all suggestions are collated onto a common spreadsheet along with complaints to give an overall picture of feedback from all methods. In order to ensure that all suggestions and complaints are considered at a higher level a short report will be created every 6 months by EDDC/FC Rangers which will be discussed at the EDDC/FC Partnership update meetings as required. c) Social Media: Use social media site such as Facebook and Twitter as a positive communication method with visitors. Moors Valley Country Park and Forest have sites set up for both these channels, however regular monitoring standards need to be put in place. d) Other methods of communication: Continually consider other methods of communication to ensure customers can effectively communicate their feedback. Action: create clear plan of methods to be considered. E.g. Electronic Kiosk, Chip and Pin Machine surveys, Small focus group discussions; eg volunteer team, local teachers. e) Communicate outcomes of feedback: Through the above feedback methods it is hoped to develop a clear customer driven view of services and facilities provided at Moors Valley Country Park. The importance of promoting changes that are made through listening to customers is vital to re-enforce customer loyalty and trust. This promotion will be driven through the communications strategy, but will include e.newsletters, website, park signage and press opportunities.
Objective 5: Review customer access channels to ensure they meet customer expectations, are
cost effective and can improve efficiency within the service.
In line with the EDDC & CBC Customer Access Strategy it is essential for Moors Valley to encourage greater use of the most cost-effective access channels for each type of customer contact, whilst continuing to ensure customers are provided with a choice of channels when accessing or paying for services to suit their needs. It is important to recognise that this process cannot simply be a case of enabling and promoting the cheapest access channel and reducing provision of the most expensive if this channel is the most effective, efficient and expected by customers. The EDDC & FC Partnership ‘Communication and Marketing Strategy’ and ‘Branding Guidelines’ Documents cover specific guidelines for some of these
Data collected from the EDDC/CBC Residents Survey (2011) has been used alongside the EDDC/CBC Customer Access Strategy.
Access Channels: Moors Valley Website Newly launched in 2011, www.moors-valley.co.uk has been developed to a high customer standard, enabling easy information access and the ability to send feedback, development of this website is proven to be cost effective, efficient with the potential to offer more in the future. Due to the commercial nature and partnership agreements of Moors Valley Country Park it is vital to maintain an independent branding through this access channel. The Moors Valley Country Park Communication strategy is the key driver for this Channel. Future considerations:- Link with on-line booking system (separate project)
50
Links to EDDC/ CBC/ FC Sites and Services Links to other organisations Dorset 4 You Website Moors Valley Country Park will not promote Dorset 4 You as a primary access channel for its services and facilities, although a link from Dorset 4 You exists to and from www.moors-valley.co.uk. Email Although from a cost perspective, email is preferred to a letter-based access channel, the resources required to service email communications are higher than other ‘automated’ channels such as the Moors Valley web-site or an automated booking system. Through the periodic monitoring dates in the future the aim is to discover a clearer picture of the amount of email/ phone/ face to face enquiries received that could potentially have been directed through the web-site and on-line booking system (project). Following on from this monitoring and evaluation Moors Valley Country Park will establish the need to reduce email usage and focus it on areas where it is the most cost-effective access channel. Obviously, if an individual has email access, they are likely to have some type of internet access and with the correct encouragement can in turn reduce email usage. Emerging technologies The range of services/functions that could be provided through these channels is limited, with more work required to identify the cost benefits. This has been highlighted as a separate research project within the EDDC/CBC Customer Access Project and will be considered at Moors Valley Country Park in the future. Face-to-Face The importance of face to face interaction for in particular first time visitors; vulnerable groups; regular customers is an essential ingredient from which loyalty, trust and professional friendship is developed. Indeed the face to face interaction with our visitors forms part of the ‘Moors Valley Experience’ which enables people to maximise their visit through receiving key information. A face to face procedure exists within the Moors Valley Country Park and Forest procedure book, outlining how we interact our key user groups (please see appendix 2). This Strategy therefore does not advance a reduction in the number of interactions provided through this channel, but does suggest that over the life of the Strategy, other access channels are promoted and encouraged for general services that do not required that special touch; e.g. on-line booking system, pre-visit information. Moors Valley Country Park will seek out opportunities to provide face-to-face services on behalf other organisations where the Park’s location can meet business needs. These recommendations are in line with objectives and principles set out in the Corporate Plan (2012-2016), e.g. tourism opportunities Letters/Written Communications This is an expensive channel to provide, with costs (on paper and postage) likely to increase over the next few years. Moors Valley Country Park has already dramatically reduced the volume of written communications where alternative access channels (mainly email and website) have been activated and encouraged. The potential use of mobile phone apps and further exploration in the usage of social media could further encourage this aim to be achieved. SMS / Text Messaging
51
Although not a priority, the Moors Valley Country Park & Forest Team consider there are benefits of enabling and promoting this channel e.g., for the hard-of-hearing; informing the cancellation/postponement of an event, would be picked up and read more quickly than the same message being sent by email. Moors Valley Country Park and Forest/ Activate 1000 E.Newsletter E.Newslettersare sent out regularly (6 times a year) to visitors who sign up to receive it. This access channel is an effective way of disseminating information to regular visitors to Moors Valley Country Park and Forest. A similar e.newsletter for the Activate 1000 project which is based at Moors Valley is also regularly sent out (6 times a year). Telephone Telephone is one of the most accessible and immediate contact channels available to customers, and is relatively inexpensive for the customer compared with other access channels. Considerations will made for an auto-attendant functionality to be used so customers can direct their calls to the most appropriate Ranger/ Concessionaire service. Service Specific telephone numbers will also be considered, eg education service, outlying sites, Forest Ranger Volunteers. Investigation of mobile phone technology including ‘apps’ also falls within Moors Valley Country Park Communication Strategy. Payments Moors Valley Country Park’s aim for payment channels is: To enable and encourage greater use of the most cost-effective payment channels for each chargeable service/function provided. It is clear that Moors Valley Country Park’s need for an on-line booking and payment system for events, activities and services would prove to be both cost effective and provide an expected service to our customers.
It is important for Moors Valley Country Park to work closely with the EDDC/CBC Debtors Unit to identify the most cost effective channels for the chargable functions and services provided. Over time the over-arching aim will be to reduce the volume of transactions carried out at the Information Point, enabling more customer focused time for visitors and park promotion. Payment channels for consideration On line booking and payment system Direct debit for parking permits There is a recommendation from the EDDC/CBC Customer Access report that the partnership undertake a detailed scoping exercise around a project aimed at improving the partnership’s income management; Moors Valley Country Park will be considered within this project.
Objective 6: Continually consider new opportunities to promote excellent customer service.
Throughout the life of this strategy it will be important to continually consider new opportunities to promote excellent customer service. It is clear that some opportunities cannot be planned, but recognised as opportunities as they arise. Customer feedback and staff appraisals will help identify such opportunities.
Example opportunities (not exhaustive):-
52
Provide additional services from Moors Valley Country Park with or on behalf of other organisations. Opportunities will be encouraged where they benefit Moors Valley Country Park, the EDDC/CBC Partnership, Forestry Commission and the customer. Network with other organisations through attending regional/ national meetings or conferences to raise our awareness of the current market and benchmarking standards against our own. This objective is also clearly linked with the communication and marketing strategy, which aims to act upon innovative and cost effective ideas to increase visitor numbers. The aims from this strategy are as follows:- Aim 1: Raise the profile of Moors Valley and make residents and visitors to East Dorset and New Forest aware of the Country Park and encourage use be reinforcing the brand and corporate image. Aim 2: Raise the reputation of Moors Valley Country Park and Forest and promote greater understanding of our achievements and future vision and increase perception of ‘value for money’. Aim 3: Increase visitor numbers during off-peak and shoulder periods and encourage increased participation in events, repeat visits and secondary spend. Aim 4: Create a marketing plan to be reviewed every year. Aim 5: To introduce a process of monitoring and evaluating the marketing and use of Moors Valley. Aim 6: To make better use of marketing budget available. In order to achieve these key aims, excellent customer service is essential and therefore the strategies work hand in hand to achieve this.
