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Project Management Plan for Ōtaki Visitor

Information Service Transition (Draft)

Version: 03/03/15

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1 Introduction

This plan is for project management for the transition of Visitor Information Services when Ōtaki i-SITE ceases operating June 30, 2015. The plan is to be considered by the KCDC Economic & Community Development Committee (ECD) on 19 March, 2015. It provides detail on how information can be provided through alternative means, cost estimates and next steps. A separate paper details an associated communications framework, covering stakeholder interests, how they can be kept informed and dialogue with stakeholders date.

2 Background

The decision to rationalise the i-SITEs followed a detailed Visitor Information Network review in early 2013 followed by community consultation in 2014. The advisory group overseeing the consultation included directly and indirectly affected community boards, Iwi, tourism industry and chamber of commerce representatives. This group provided a recommendation on Ōtaki i-SITE closure and high level guidelines for implementation. KCDC resolved on 16 October, 2014 to close Ōtaki i-SITE, ensure continued information provision via other means in Ōtaki and improved profile for Ōtaki in the remaining Paraparaumu i-SITE.

KCDC has contracted Destination Planning Ltd (DPL) to assist in project management and stakeholder engagement to plan for a smooth transition of information services in Ōtaki. This includes preliminary investigation into ways to provide digital and print information at multiple sites in Ōtaki. The aim is to deliver a net improvement in the way visitor information is delivered despite cessation of the i-SITE operation.

The leasing of the old courthouse building is being managed directly by KCDC and an Expressions of Interest document has been publicly advertised.

3 Objectives

This plan seeks to:

Map the transition of booking services and information enquiries to other providers so that visitors and residents are not unduly disadvantaged by the change. (Many of the services are already available through other providers).

Provide options to target the majority of Ōtaki’s new visitors who stop at various shops along SH1 and do not visit the i-SITE. The information would make visitors aware of the three parts of Ōtaki (Railway (SH1); Town and Beach) and their features in an easily understandable and compelling manner, to encourage longer stay or a return visit.

Outline ways to exploit the many free opportunities for digital mapping and business listing to target people both pre-arrival and once they have arrived (eg Google Business, Tripadvisor, Tourism NZ and WellingtonNZ.com).

The final plan for the above services and activities is highly dependent on:

Whether a new tenant in the Old Courthouse building proposes to provide some visitor information and booking services as part of their operation.

How KCDC decides to deliver digital visitor information and tourism support for the district.

4 Contextual notes

There is likely to be pressure to implement digital presence in the current financial year. However, funding is only available from July 1 from closure of i-SITE, unless council decides to commence work on digital information earlier under the Economic Development Strategy.

State Highway tourism signage for the new expressway (supported by NZTA funding) is out of scope for this project but needs to be developed in an integrated manner with the wider visitor information plan.

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5 Summary of Status and next project stages

5.1 Transition of services

The initial work on transition of Services (see Appendix 1) has confirmed that nearly all of the services can continue to be provided in Ōtaki with the exception of bus and ferry bookings and a dedicated visitor information service on Saturday afternoons and Sundays when Otaki Travel is not operating. This situation will be similar to many smaller towns throughout NZ. Other services are not council responsibilities and were not intended to be part of the i-SITE service contract (eg Courier drop-off site).

Services such as DOC hut bookings, and game licenses will continue to be available in alternative outlets where for example, Hunting & Fishing Ōtaki already has longer hours of operation than the i-SITE.

Alternative information providers such as the Citizens Advice Bureau and Council Customer Services/Library are generally comfortable with handling some visitor enquiries, especially if an improved information resource is developed for access in hard and on-line copies. There is an encouraging willingness amongst the gas station owners to provide space for visitor information and support this project. DPL has also been in dialogue with representatives of Iwi, DOC, i-SITE NZ and Otaki Promotions.

5.2 Projects

Sub projects for budgetary consideration are summarised in the following tables. More detail on the projects is provided in Appendix 2.

The earlier projects on the list (relating to signage and new maps) can be initiated prior to 30 June. Those projects which are more aligned with digital communications and Kāpiti’s future is positioning, are dependent on the wider Kāpiti digital content plans and how tourism support services are delivered Economic Development Strategy Implementation stage.

The costs included for the projects for completion prior to 30 June are rough order costs only. Once these have been endorsed they will be more accurately costed alongside a delivery plan with GANNT chart.

Sub-Projects (Initiation Prior to June 30) Resources

Taking the basic information resources currently used by i-SITE staff to develop and more comprehensive and accurate information manual in soft and hard copy. This is for use in ongoing i-SITE staff training and for other providers and businesses interested in helping visitors with enquiries.

Part of lead practice i-SITE operation.

Procuring a clearly briefed professional photo-shoot of attraction images. (Photo competitions will not deliver sufficient quality across the range of images required)

$8,000 - $12,000

Designing a new high quality base visitor map showing all of Ōtaki and its key features in electronic format for Map Panels. Various applications, fold-out brochure maps, large posters, outdoor map panels and on-line.

~$3,000

Producing and installing large map panel boards on posts similar to the current coastal trail signs $2,800 per unit, excluding consent if required.

Two units would be $5,600.

Printing large AO and A1 posters for use by local businesses. These and the large map panels could be QR coded and potential include Near Field Communication (NFC) tags to activate mobile device links to digital content.

Rough estimate $2,000

Installing large lockable cabinets at selected high foot traffic indoor or outdoor sites where posters could be vandalised or weather affected.

$2,700 for 6 AO sized units installed

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Sub-Projects (From July 2015) Resources

Procuring HD video footage for on-line channels and potential Audio Visual displays. This is required for the whole district and any future Kāpiti Destination Web site.

$10,000 - $20,000

Coaching businesses to establish free listings on key web channels including Google Business (Maps), Tripadvisor, 100%PureNZ, WellingtonNZ.com.

Business Enterprise Training support (EDS)

Using free Apps such as www.Guidigo.com and GoogleMaps Tours to develop downloadable self guided walking, biking and driving tours to take visitors off SH1.

Partner with Iwi, historical society, education institutions, bike hire shop.

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Appendix 1: Transition of Ōtaki i-SITE services from July 1, 2015

Visitor Services (some also used by residents)

Description and current info resource Used by Visitors or

Locals?

Alternative Options Weekends? Digital

Bus Bookings Both the i-SITE and Ōtaki Travel are local agents. Using them avoids the $5 booking fee incurred if you use the phone booking service. There were cases of people booking govt claim funded tickets at Ōtaki Travel then getting a cash refund from the i-SITE. Ōtaki Travel discovered and shut this down.

Greater Wellington Regional Council (GWRC) provides a region-wide subsidised taxi service for people who, because of a disability, cannot use regular bus or train services.

Both Ōtaki Travel – Main Street (opposite the council service centre). Already doing significant Intercity bookings, may soon do “Mana” bookings, not doing Naked Bus as they were mucked around on ticket pricing. 0800 number for Intercity Also available in Paraparaumu: Paraparaumu i-SITE House of Travel - Paraparaumu AA Tour NZ

also Saturdays 9-12 but often there until 3 based on demand)

Intercity Bus tickets can be booked online http://www.intercity.co.nz/

Ferry bookings Interislander bookings carried out using an agent login to the web site. Bluebridge tickets are NOT currently sold by the i-SITE.

Mostly locals, some visitors

Ōtaki Travel – Main Street (opposite the council service centre) M-F, 9-5

0800 number for Interislander AA in Paraparaumu can also book them.

Neither of these charge any additional booking fee.

Saturdays 9-12 but often there

until 3 depending on

demand)

Ferry tickets can be booked online https://www.interislander.co.nz/ Customers can also book Bluebridge direct on the web site.

Ringing taxi’s This is mainly for older people, eg when they have just got off the bus. People are using i-SITE to phone a cab for them.

Locals A nice service to offer when not otherwise engaged but this is not a council responsibility.

The public phone booth is adjacent in the park by the Stamp Dealers. The taxi company should have 0800 and most businesses would oblige an elderly person

in need with a free phonecall.

unchanged

People who need this unlikely to go digital

Brochures on other regions Official regional visitor guide from NZ’s 30 RTOs plus some localised district and tourism operator brochures for onward travel. Display of these is a requirement to be an i-SITE.

Both Not a council responsibility and no great benefit for Ōtaki.

Still accessible at Kāpiti i-SITE (Paraparaumu) and Levin’s Te Takere Info Centre.

A private or volunteer info centre may continue to provide these if they wanted to and they had the

space.

Same as weekdays

This info is readily available on the web and people can order brochures to be posted from other region visitor centres.

Forward booking and information on other locations

Staff would tend to use the internet or in-stock brochures to get information. In most cases staff would phone the operator to check availability, pricing and make booking.

Both A service for other regions, not a council responsibility. Ōtaki Travel provides this for those who want it but it’s not a significant part of their business. Still accessible at Kāpiti i-SITE Paraparaumu and Levin’s Te Takere Info Centre. A private or volunteer info centre could continue to provide this service if they wanted to.

Same as weekdays

Readily available on multiple sites already.

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Visitor Services (some also used by residents)

Description and current info resource Used by Visitors or

Locals?

Alternative Options Weekends? Digital

Ōtaki & Kāpiti Brochures Maps and local guides

Street Scene has a reasonable map but it is not apparent from the cover. New Kāpiti Map “Visitor Guide” is hard to read, doesn’t locate key features, excludes the important part of Ōtaki Beach and lacks feature images linked to map sites despite there being plenty of blank/wasted space. The Free Map & Street Guide (infomaps) has an OK Ōtaki map but omissions include Ōtaki Forks directions, the skate/bike park or playgrounds. Current Walking and Cycling Brochure needs updating, (includes a non-existent MTB park at Otaihanga Rd.) Arts brochure OK.

Maps for Visitors. Brochures used by both depending on content.

A new Map is going to be needed which:

pinpoints key attractions, features and services.

orientates visitors to the 3 parts of Ōtaki and Ōtaki Forks, lays them out and connects them logically

The PipiTrail could be combined with the Heritage Trail to enable a more comprehensive publication. This could be a separate overlay of the main tourism base map. If the cost of all of these brochures and maps was aggregated, a decent comprehensive visitor guide may be feasible.

Can be available at several retail, cafe outlets and wall panels.

Google Maps. Significant work needed establishing all businesses and features in Google’s Database. This may need someone to run workshops plus individual sessions with business owners. A week’s work to get it started. Options to develop free self-guided audio/mapped tours eg www.guidigo.com https://voicemap.me/ (iPhone only)

Information on local tourism providers and accommodation

Staff mainly using A-Z book. Escape to Kāpiti web site doesn’t include any Ōtaki accommodation (some Te Horo homes). No database or product manual was provided by KCL.

Mostly visitors. Some locals for visiting friends & relatives.

Needs to be a comprehensive website with this information, accessible by all shop staff; and

printable. Street Scene could be augmented to provide this info

throughout the town.

Other businesses using brochures/web

Needs to be a comprehensive website with this information, accessible by all shop staff; and printable.

Hut Passes, Hunting Permits, Fishing Licenses

i-SITE sells some Hut Passes, mainly in weekends. Hunting Permits, Fishing Licenses sold at Hunting & Fishing a few minutes’ walk south of the i-SITE.

Mostly locals for permits, some visitors for Hutt Passes

Hunting & Fishing, Monday - Friday: 8:30am - 5:30pm, Saturday: 9:00am - 4:00pm, Sunday: 10:00am - 4:00pm Best place for practical advice on hunting, fishing the tramping tracks and huts.

Hunting & Fishing

DOC and Fish & Game web sites

Information on Ōtaki Forks, Mangaone Track Waikawa/ Mt Thompson, and other DOC tracks and Huts

One of the key genuine enquiries on local features by visitors, both domestic and international. i-SITE books transport to the Tararuas from the i-SITE or Waikanae Station. Notably, the DOC web site for Ōtaki Forks does NOT list Ōtaki i-SITE as a source of information. Hunting & Fishing were not aware of the shuttle service to Ōtaki Gorge.

Both Hunting & Fishing, Monday - Friday: 8:30am - 5:30pm, Saturday: 9:00am - 4:00pm, Sunday: 10:00am - 4:00pm DOC Wellington information centre, Kāpiti i-SITE (PRM). Tararua Shuttles operator Phil George, see contacts Improved brochures/maps with gas stations and willing local businesses (eg cafes)

Hunting & Fishing

The DOC web site has good information but the way it is structured means navigating through several different sections and their separate mapping site to get all the required info. DOC’s new web site is being launched mid-March 2015. A new Kāpiti or Ōtaki site could summarise the info with an Ōtaki start-point focus and links to relevant DOC pages.

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Visitor Services (some also used by residents)

Description and current info resource Used by Visitors or

Locals?

Alternative Options Weekends? Digital

Pipi Trail and visiting heritage churches (Pukekaraka & Rangiatea)

Brochure available but not sure about someone to guide people.

? Likely small numbers and domestic

Consider integration with Heritage Trail brochure, see above.

Don’t believe there have been any guided options for some time. This could be developed and promoted as

infrequent events and then build into something more regular if there is good demand and feedback.

self guided. All of these sites could be on Google Maps as a specific tour map. Options to develop free self-guided audio/mapped tours eg www.guidigo.com https://voicemap.me/ (iPhone only)

Information on events and free things to do in the area (especially for children)

i-SITE staff manage the events in KCL’s Kāpiti Events web site and database. Event Notice board at i-SITE Street Scene Ōtaki Mail, Kāpiti Observer. Friday Flash newsletter to VCs.

Mostly residents and domestic visitors

A Kāpiti Events database will still be managed by KCL or whatever future arrangement KCDC makes.

An events notice board can be integrated with the outside sign.

Other businesses using brochures/web

Events will still be provided by KCL on their web site as long as they are still contracted by KCDC. If this ceases, KCDC will need to pick it up and it would make sense to keep using EventFinda (free)

Local public and emergency services (CAB, Police, Animal Control)

A-Z Locals and new residents, a few visitors

Educate local ambassador businesses on A-Z and any new database with this info

Profile locations and contacts on notice board, maps and brochures

Other businesses using brochures/web Easily searched

directions to find local businesses

A-Z Domestic and residents

Other businesses using brochures/web

Seek to get all Ōtaki businesses google-mapped.

Finding community services, eg wananga, schools, kindys, real estate agents, churches etc)

A-Z Domestic and residents

Library/Service Centre/CAB Saturdays

Establish on-line database

Clubs and Organisations (Service Orgs, Hobbies, Arts, Sports)

A-Z Mostly residents (new)

Library/Service Centre/CAB Saturdays

Establish on-line database

location of council facilities including libraries and service centres

Staff direct people/or provide map Mostly visitors or new residents

Profile on notice board, maps and brochures Saturdays

Bookings for events elsewhere e.g. Ticketek

Unsure how much this has been provided to date.

Locals Phone Kāpiti i-SITE PRM Investigate separate event ticket outlet/s

All main ticketing agencies on-line

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Visitor Services (some also used by residents)

Description and current info resource Used by Visitors or

Locals?

Alternative Options Weekends? Digital

Other – e.g. courier drop off point

i-SITE acting as drop point, eg for Rural Delivery

Locals Not council responsibility Ōtaki Travel is a CourierPost agent

NZ Post is the usual drop-off in most places. Other courier companies may have to find an

alternative. New tenant in courthouse building may wish to continue with this.

Finding grave sites Not stated as something the i-SITE currently gets asked. Some i-SITEs do get these enquiries. Council service centre is the appropriate provider.

Council service centre Not available Sundays

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Appendix 2: Projects and Activities, Detail

Sub Project Activity Timeframe/ status

Notes Resources

1 Closure of Ōtaki i-SITE operation

Work with i-SITE staff on the computer and print information resources they use. Assess the job-size in making this available in a very simple on-line format which could be accessed by other businesses and QR code linked.

Dec-Feb 2015

Information obtained from KCL. Mid-Dec. Staff heavily reliant on A-Z. Currently no structured product manual or database of tourism businesses. Rudimentary Q&As, not in the form of a training resource. Some of this information could be loaded and maintained on the intranet system used by the Libraries and Customer Services Staff as they use it heavily already. It could be replicated on Googledrive or another public sharing media for access by private businesses, CAB etc.

The existing information needs updating, augmenting, structuring and categorising to make it intuitive to access and navigate.

2 Use existing sign structure location outside i-SITE

Develop and implement re-direct information and signage at Ōtaki i-SITE building.

Jun-15 DPL has stayed away from the i-SITE and this sign because of KCL’s staff sensitivities

This should fit with the wider map/sign project.

3 Design, Print and map information materials transitioned into alternative facilities.

Obtain estimates for production of Kāpiti District and Ōtaki visitor map, with around 2 DLE brochure pockets for use as stand-alone map panels, bus shelter, gas station wall space.

Prelim estimates Feb -15 Firm budgets May-15

Obtained estimates from Geographx (map design). Also Deneefe Signs (production) and Stu Kilmister of KCDC for install figures based on from existing beach signs. See (see Appendix 3 for examples). Obtained costs for poster cabinets on-line, (see Appendix 3 for examples). All of these could have QR code and NFC tags for smartphone direction to on-line info. For areas identified for inclusion in map see Appendix 5.

Estimate on map license, design. ~$3,000. Professional photography $8,000 - $12,000 (providing resource for all other projects.) This would be best to occur in Autumn 2015. Production and installation of large map panels on posts, (suitable for outside park areas.) $2,800 per unit. Large (AO) lockable poster Map units for install on existing wall plus twin brochure pockets (suitable for exterior shop wall or interior such as Cafe wall.) $2,700 for 6 units installed (potential locations identified in Appendix 4)

Quality map brochure to go in pockets No printing quotes yet.

Options including getting Street Scene and/or A-Z to use a new designed map or include it in a better future Kāpiti Visitor Guide.

Work with KCDC Ōtaki Library and Customer Services Managers to determine what can be provided at these outlets.

Meeting held 27/1

Positive meeting. Some scope for better brochures and map but strict conditions from architect during refurb on brochure space. Need to discuss with Senior KCDC management, the current policy on map/brochure display in the foyer space.

Ongoing involvement in map and information resource for staff use.

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Sub Project Activity Timeframe/ status

Notes Resources

Develop RFP and Project Manage procurement with KCDC.

Mar-May 2015

Liaison with Iwi and Ōtaki Historical Society, KCDC Libraries over Ōtaki story and the Pipitrail.

Met Mahina Hakaraia 18/2, ongoing

Follow up with Queenie Rikihana re Pipi Trail and maintain dialogue with Mahina re Iwi telling appropriate stories.

4 Digital presence concepts costed and ready for implementation.

This is dependent on the future of the KCL contract and the direction that KCDC decides to take on digital presence. It is most effective for whoever has responsibility for destination promotion to also manage digital channels.

Apr-15 Dependent on digital projects under EDS and future of KCL contract arrangements. Will need investment with tech provider to cost this accurately. Possible Benchmark Destination Wairarapa’s full destination site with booking integration.

Could consider an option to develop Video 2014/2015 financial year) $10k-$15k. Develop tourist drive on Googlemaps and or Guidigo apps. This may be possible with a local education institution as the applications are free. Train businesses to get TNZ, Google Business, Tripadvisor listings.

Meet KCDC staff in Comms responsible for updated KCDC web site.

March-April - 15

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Appendix 3: Examples of Map Panels, Brochure Holders

75mm square posts (2 x 4m long) complete with routered 3mm aluminium panel Units powdercoated to any standard colour.

Complete with 3M MCS digital graphics with anti graffiti

overlaminate on one face and anti graffiti only on the rear. Size: 880 x 1500 mm

Price: Qty 1: $ 2,115.00 total, Qty 6: $ 11,940.00 total

In addition to above Deneefe costs, between $500-$900 for installation depending on location, type of posts/frame etc.

Outdoor Poster cabinets

http://www.displayandpromotion.co.nz/categories/wall-mounting-lit-loc-brochure-holders

AO = 1189 x 841mm $396 ea

A1 = 841 x 549mm $269 ea

DLE brochure holder pockets. 2 pockets ~$15 ea, 4 pockets ~$30 ea

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Appendix 4: Possible Map Panel & Poster Sites

Public Toilets by i-SITE. There is also the existing notice board in front of the i-SITE.

3 gas stations SH1. Caltex wall facing SH1. (Needs corporate approval)

Mobil wall facing SH1. Needs corporate approval.

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BP Community Noticeboard by window seats.

Other shop wall sites on SH1/Railway, could fit a Map Poster panel. Building owners have not been approached yet.

Pumping station building by Countdown. Ōtaki Town

Other New World Foyer (not approached yet)

Hunting & Fishing (Open to considering concepts)

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Appendix 5: Examples of Ōtaki Features that should be on Visitor Maps

Skate & Kids Bike Track

Rivermouth Viewing Platform

Haruatai Park Playground, Tennis Club, Pools and Walking Track

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Saint Mary’s Pukekaraka Catholic Church

Rangiatea

Riverbank Cycle Route with a logical circuit back to town

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Others Ōtaki Gorge, camp site, park/swim area Ōtaki Museum Toi Maori (2 other possible spceific Maori retail outlets, Town and SH1) Nga Pura Pura Rest of Heritage Trail and Pipi Trail needs review, eg Tele, Marae, Urupa, Wananga [Note issue of visitors inappropriately photgraphing Marae, sign explaining why it is not OK]Surf Club Domain and courts Rivermouth car-accessed Fishing spot (one of the best places in region for kids to catch a fish) Playground Ōtaki Beach Maori Racing Club Golf Club Higher capacity accommodation providers, Motels, Hotels, Backpackers, Holiday Park. (Holiday homes will be too numerous) MTB trail entrance to Mt Thompson (Kāpiti Cycles has detail maps) Mangaone Walkway Southern Entrance RW Station Bike Hire Shop Loco PYO Fruit generic locator Te Horo Cafes/ Museum CAB Police Council Service Centre library Free WiFi spots Hautere Rock Walls