Destination British Columbia Visitor Services Innovation Fund Guidelines & Application Form Fiscal Year 2016/17 Last Updated: November 16, 2015
CONTENTS 1 INTRODUCTION... 3 2 INNOVATION FUND GOALS... 3 3 REQUIREMENTS AND CRITERIA... 3 3.1 Eligible Applicants... 3 3.2 Eligible Activities and Costs... 4 3.3 Ineligible Activities and Costs... 5 4 FUNDING... 6 4.1 Funding Window... 6 4.2 Funding Options... 6 4.3 Funding Payment... 7 5 APPLICATION PROCEDURES... 8 5.1 Approval Process... 8 5.2 Application Evaluation... 8 5.3 Funding Notifications and Contracts... 9 5.4 Program Execution Changes... 9 5.5 Post Project Reporting... 9 5.6 Other Program Requirements...10 5.7 Contact Information...10 6 APPLICATION...11 7 POST PROJECT REPORT...13 Destination BC Visitor Services Innovation Fund Page 2
1 INTRODUCTION Destination BC s Visitor Services Innovation Fund (Innovation Fund) is an application-based program that provides support to full-status members of British Columbia s Visitor Services Network Program to enable innovative and future-forward visitor services. The Innovation Fund was developed based on feedback from Visitor Centres representing all regions of the province. Input was gathered at 20 community consultation sessions throughout BC between November 2014 and July 2015. 2 INNOVATION FUND GOALS The purpose of the Innovation Fund is to enable the Visitor Services Network and their sponsor organizations to expand the delivery of visitor services by creating more contemporary and innovative approaches to serving our guests information needs as they travel throughout BC. Goals: Enhance or develop new visitor services initiatives. Increase the impact, reach and accessibility of visitor services in communities to ensure remarkable experiences for visitors at every touch point. Encourage communities to work together to create more visitor services touch points and to drive greater industry collaboration. Distribute funds to support all regions of the province and create opportunities for small, large, rural and urban communities. 3 REQUIREMENTS AND CRITERIA 3.1 Eligible Applicants All eligible applicants must: o Be in good standing with the Province of British Columbia, o Be recognized by Destination BC as the official visitor services delivery organization for their community, and o Be a current full-status member of the Visitor Services Network Program. Eligible applicants may apply in one of two categories: 1. Individual Full-Status Visitor Services Network Members Individual Full-Status Network Members o Individual communities should focus their visitor services efforts on improving their reach to visitors by creating more contemporary and innovative. approaches to serving their guests information needs. Destination BC Visitor Services Innovation Fund Page 3
2. Paired or Multiple Full-Status Visitor Services Network Members Two or more Full-Status Network Member communities that partner together o Paired or Multiple Full-Status Network Members should focus visitor services efforts on experiences/services within their shared geographic area or along a travel corridor*. * Within BC, but not restricted to a specific tourism region (ie: Vancouver Island, Kootenay Rockies, etc.). Full-Status Network Members/Sponsor Organizations are strongly encouraged to contact, communicate and collaborate with neighbouring community visitor centres, applicable Community DMOs and Regional DMOs in the development of applications. Share ideas, explore the potential for collaborative opportunities, gather letters of support and promote stakeholder participation. Collaboration in this manner can potentially lead to cost cutting, time efficiencies, reduced duplication of effort and the optimization of projects. 3.2 Eligible Activities and Costs Innovation Funds are intended to support new or enhanced* visitor focused projects that will expand the delivery of visitor services, improve accessibility for visitors and increase community/industry engagement in providing remarkable experiences for visitors to BC. *New initiatives that require testing, or previously piloted initiatives that could be enhanced and further developed. Eligible Activities/Expenses: Mobile Visitor Services Examples include: purchase of a tent or kiosk, signage for mobile centre, uniforms for mobile visitor services staff, brochure displays for mobile visitor services. Staff Support Examples include: increased community presence, street teams, greeter programs, roaming counsellors, activities provided outside of bricks and mortar only. Technology Examples include: upgrading technology to improve visitor experience outside visitor centres, enhancing websites for mobile compatibility, purchase of ipads for use outside of bricks and mortar, touch screens. Destination BC Visitor Services Innovation Fund Page 4
Accessibility Examples include: providing visitor services in a more accessible manner through improvements to wheelchair accessibility at the visitor centre, TTY (electronic communications), braille display boards, photo based map applications. Community Engagement Examples include: resource material for local businesses and attractions, community product knowledge sessions including inter-community FAM trips, organization and hosting of a FAM tour to your community. Social Media Participation Eligible expenses: fees related to social media training tracking tools, beacons, analytics and dashboards. For examples of innovative projects, piloted in 2015, please visit the Network Exchange at https://share.tourismbc.com/vcne/default.aspx. Destination BC reserves the right to deny costs deemed excessive, unwarranted or ineligible or to partially fund projects based on total available funds allocated to this program. 3.3 Ineligible Activities and Costs The following activities and costs are not eligible for support: General administrative costs such as office expenses, business cards, rent Capital improvements at the visitor centre/visitor centre equipment or software purchases unless related to accessibility improvements Costs associated with developing and submitting applications New brand or content development Non-visitor services website development and site hosting fees Travel costs Projects unrelated to tourism industry or visitor services Signage at the visitor centre unless it is to improve accessibility Expenses incurred prior to the application date Online marketing initiatives Paid advertising Promotional & retail items Prizing Print/online collateral including brochures, rack cards, flat sheets, guides, maps, etc. unless it is to improve accessibility Consumer-focused asset development including written content, photography, video production, landing pages and microsites Destination BC Visitor Services Innovation Fund Page 5
Market research Consumer, travel trade & travel media shows Material/referrals back to the Visitor Centre Destination BC may consider exceptions if there are compelling reasons and depending on potential return on investment. For clarification on items not listed in sections 3.2 or 3.3, please contact Karen Tunkara, Visitor Services Network Manager at Karen.Tunkara@destinationbc.ca or 250-356-5630. 4 FUNDING 4.1 Funding Window Applications will be accepted by Destination BC between November 1 and December 31, 2015. All applications received by December 31 will be collectively reviewed and evaluated based on merit. October lnnovation Fund introduction November/December Applications received from eligible Full-Status Network members January Review and approval of applications February Applicants notified and contracts provided to successful applicants April 50% of funding provided to successful applicants; balance paid upon completion of project 4.2 Funding Options Individual Full-Status Visitor Services Network Member A current Full-Status Visitor Service Network member may apply for up to $6,500 from the Innovation Fund. Paired or Multiple Full-Status Visitor Services Network Members Paired or Multiple Full-Status Network members may apply for a combined total of up to $15,000 from the Innovation Fund. NOTE: Communities can make an application in one category only Destination BC Visitor Services Innovation Fund Page 6
4.3 Funding Payment All successful applicants will receive a formal General Service Agreement (GSA) upon approval of their application, which outlines the obligations of each party. Funding will be provided based on the terms set out in the GSA and upon fulfillment of contract requirements. Within 30 days of project completion, applicants must complete a Post Project Report, including project results in full and in a format provided by Destination BC. Destination BC reserves the right to request repayment of funds or partial funds if the Post Project Report is not submitted per section 5.5. Destination BC will require the return of any unspent funds or funds spent on ineligible activities. Destination BC Visitor Services Innovation Fund Page 7
5 APPLICATION PROCEDURES 5.1 Approval Process Applications will be accepted until December 31, 2015. Late applications may not be considered. Applications will be evaluated by Destination BC staff against the requirements and criteria specified in this document and based on available funds. Applicants may be contacted by Visitor Services staff to consider changes to their application to better meet program requirements and criteria. Destination BC reserves the right to select and approve project proposals which best meet the goals and objectives of the Innovation Fund. Destination BC also reserves the right to fund only specific components of a proposal. Submit completed applications by email to Karen Tunkara at communityvisitorcentres@destinationbc.ca. Applications will be reviewed in January 2016 and email notification will be issued by February 12, 2016. 5.2 Application Evaluation The following categories will assist Destination BC in evaluating applications. While it is not a requirement to address each category, they should be considered in the development of the application. A. New or enhanced initiative New to your community or current visitor services program/model Enhancement of a previously tested or piloted program Outside of the current bricks and mortar visitor centre B. Increase community engagement Increase visitor services awareness with the local business community Letters of support from community DMO, regional DMO, other relevant organizations and stakeholders C. Potential relevance to the Network Willing to share learnings with Network members Project targets are measurable Project contact details provided to Network members for follow up enquiries D. Innovative Demonstration of creativity and innovation Destination BC Visitor Services Innovation Fund Page 8
E. Visitor services specific Effectively demonstrates visitor services touch point within the community Provides a wide variety of information relevant to consumer enquiries F. Expanding visitor services touch points in community Reaching out within your community Alternative ways of communicating with your visitors where they are Utilize technology to reach visitors 5.3 Funding Notifications and Contracts Destination BC will issue a GSA once applications are approved. Typically, all GSAs will be issued by February 29. Destination BC will require the GSA be signed by an authorized signatory of the Full-Status Visitor Services Network Member sponsor organization. Once the formal contract is signed by the applicant, it must be returned to Destination BC. 5.4 Program Execution Changes Any changes to the project execution, as outlined in the GSA, will need to be approved by Destination BC. Successful applicants must request any changes to visitor services delivery in writing to Destination BC. All changes must be approved by Destination BC in order to be deemed an eligible expense. Activities undertaken that have not been approved or are not identified in the GSA are not eligible for funding. 5.5 Post Project Reporting A Post Project Report must be submitted within 30 days of completion of the visitor services project. If an Applicant fails to provide a Post Project Report, the second payment of 50% of the total funds will not be released and no further funding for that project will be available. Recovery of the first 50% payment will also be required. The Post Project Report must also include a detailed list of suppliers and expenses that equal the total amount of funds approved for the visitor services project in a format stipulated by Destination BC. Random audits may be performed, in which applicants projects will be selected to submit all invoices or to participate in a full audit of their Post Project Report, including performance measures and results. If an applicant fails an audit, no further funding for any of the partners will be available. Recovery of all Destination BC payments will be required. Destination BC Visitor Services Innovation Fund Page 9
5.6 Other Program Requirements Visitor services activities must be completed and all funds must be spent during Destination BC s fiscal year (April 1, 2016 to March 31, 2017) in order to be approved. Projects will be deemed incomplete without submission and approval of a final Post Project Report in a form acceptable to Destination BC. Successful applicants will be required to adhere to specific brand and creative guidelines. For more information, please refer to our Visitor Services Network Graphic Standards Manual, available on the Network Exchange (https://share.tourismbc.com/vcne/default.aspx). Destination BC has the right to modify the Innovation Fund guidelines at any time. 5.7 Contact Information General questions and applications can be sent attention to Karen Tunkara, Visitor Services Network Manager at communityvisitorcentres@destinationbc.ca. Destination BC Visitor Services Innovation Fund Page 10
6 APPLICATION Destination BC Visitor Services Innovation Fund Program Application You may use the headings below in a separate document as the guideline for your application. Please try to limit your application to a maximum of eight pages. Contact Information: Applicant(s): Main Project Personnel: Identify all Full-Status Visitor Services Network Members sponsor organizations partnering in this application. Please include applicant s contact information including sponsor organization, contact name, address, telephone, email address, website address and other pertinent information. List the names and contact information for key personnel working on this project including address (if different from above), telephone, email address and other pertinent information. Identify primary contact. Community(ies) Represented: Identify the community(ies) represented in this application Applications are due between November 1 and December 31, 2015. Late proposals may not be considered. All funding received for successful applications must be spent by the end of the contracted term. Application Proposal: Applications must be sent by email to communityvisitorcentres@destinationbc.ca Sponsor Organization Name of Project Project Description Objective(s) Branding Alignment Timelines/Measurables Budget Summary and Funding Request Identify the Sponsor Organization that will be assuming financial and reporting responsibility for the project. Provide the name of the project. Describe the project, including its purpose and geographical area. List the objectives of your project. Explain carefully and clearly how the proposed project objectives complement and/or support the goals of the Innovation Fund. Identify how your project will utilize the Visitor Services Network brand. Timing When will the project begin and end? Are there identifiable milestones before completion? Measurables Tracking mechanisms to measure results (e.g. Google analytics, number of bookings, number of people served, number of visits, etc.). You will be asked to provide results in the year-end Post Project Report. Provide a budget that includes the estimated costs of the project, the amount being contributed by the Applicant, the Destination BC Visitor Services Innovation Fund Page 11
amount being requested by Destination BC and the total budget amount. The project must be completed and all funds must be spent by the end of the contracted term. Partner Organizations (if any) and Funding Request Identify any assumptions used to develop the budget. List the organizations that have committed funds to this project and specify the financial contribution from each organization. Where another provincial or federal government agency has been approached, please provide the name of the agency, the program and the amount of financial assistance you have requested or received. Destination BC funding request: Applicant funding contribution: Applicant funding contribution: Applicant funding contribution: Private sector businesses: (Add more rows if needed) $ $ $ $ $ Total: $ Evaluation Describe how you will determine whether the project objectives (outlined earlier in your application) have been achieved including the performance measure(s) you will use, the measurement method(s) you will use, including what data you will collect, how and when, and your performance targets for the project. Destination BC Visitor Services Innovation Fund Page 12
7 POST PROJECT REPORT Sample Visitor Services Network Innovation Fund Program Post Project Report Post Project Reports will need to be completed based on a format provided by Destination BC to approved applicants, which will include the following information. Random audits may be performed. Applicants may be required to submit all claimed invoices (for audit of financials) and performance measurement statements (for audit of reported results). Applicant(s): Key Personnel: Sponsor Organization: Mailing Address: Telephone: Contact Person: (if different from above) Telephone: Name of Project Contract Number Original Full Budget Project Description Background Methodology, Process, Steps Taken, Decision Making Channels, Project Plans Partner Organizations Budget/Costs Impacts on Staffing Current Status of Project Key Learnings Recommendations Conclusion Email: Email: Provide the name of the project, if applicable. Identify the Contract Number, per the Destination BC General Service Agreement. Identify the full project amount What is/was the project about? Dates of the project? What led you to embark on the project? What were the projects objectives? What did you do? Include visuals if relevant to the project. List any partner organizations that were part of the project. Categorize or use general descriptions, does not have to be itemized. This information will provide other Network members with guidelines or a general sense of cost. Were they engaged? Motivated? Did they enjoy the project? Is it complete? Ongoing? Under revision? Likely to be repeated next year? What worked well? What didn t work? Did the project meet the initial objectives? How did you measure its success? For those that may want to embark on a similar project? Destination BC Visitor Services Innovation Fund Page 13