Contact Centre and Business Processing by Great Things Grow Here

Contact Centres & Business Processing OCTOBER 2015

The very first people to arrive in our region knew they had reached an extraordinary place. The land’s rich earth made it perfect for growing food. And that meant this was a place to put down roots, and begin to grow a community. Today, our beautiful vineyards are home to some of the world’s top wines. Delicious fruit harvested from our colourful orchards are enjoyed in New Zealand, Australia and further afield. We have expert food growers, and skilled artisans who turn freshly grown ingredients into sought after produce and sensational flavours. There are creative artists, craftspeople and entrepreneurs who design, make and build. Our schools help grow talented young people, equipping them to make their way in the world. All around there is fresh pasture, clear running water, and a climate that makes it easier for us to have a healthy life, and enjoy the outdoors. There is so much under the sun that makes this place extra special. It started with an imaginative people who valued the earth they’d found. The story continues.

DISCLAIMER Every effort is made to ensure that the information contained in this brochure is accurate. Hastings District Council is not liable (in contract, tort, including negligence, equity or any other cause of action) for any direct or indirect damage, losses, costs or expense (including wasted costs, loss of profits or loss of business opportunity) or costs or expenses of any kind to any respondent if they rely on any information provided by Hastings District Council in this brochure.

WHEN BUSINESS COMES CALLING

You don’t have to look far in Hawke’s Bay to see that Great Things Grow Here. But it’s not just about what you see growing in the orchards, vineyards and paddocks. This strong productive base provides a solid foundation for new businesses to relocate and grow here, too. In the past, Hawke’s Bay depended significantly on its primary sector but investment in infrastructure, particularly the installation of world-leading fibre optic communication technology, has opened the doors for national and overseas companies to consider relocating all or aspects of their operations here. These secure and fast connections to the world, combined with a myriad of other financial and lifestyle advantages, provide a compelling business case. It is easy to grow business here. We have a range of available commercial and industrial properties, many already fit for purpose, with cost-competitive leasing options. We have a skilled, experienced and mature workforce complemented by a wealth of talented young people, business services as diverse as any main city centre and an attractive cost of living. We’re proving that the region is a cost effective option for in-house or outsourced contact centre and business processing operations and businesses who value the quality of life that their workers have when the job is done. The Council provides a wrap-around service covering advice and support on all the required planning and resource consent procedures, investment and growth opportunities and sharing our knowledge and contacts across the region. Kiwibank’s decision to establish a Hastings centre is a great example of what can be achieved in regional New Zealand when a local authority tips itself on its head to focus on economic development and job creation and works with partners and stakeholders. Up to 140 staff will be employed in Kiwibank’s new regional office by the end of the year. So, we have all you need for a successful business but the clincher for Hawke’s Bay is its location. We have more sunshine hours each year than almost any other region, some of the most dramatic and beautiful scenery and an outdoors lifestyle beyond the dreams of many New Zealanders. Affordable housing, excellent educational facilities and healthcare services help top the package. We believe that by creating vibrant cities, other companies will want to follow the Kiwibank example, helping the Hawke’s Bay economy to gain further momentum in the future.

Lawrence Yule Mayor, Hastings District Council

“The opening of the Kiwibank service centre has brought new jobs and new people to our fantastic region, and new life to the Hastings central business district. This is an excellent example of what can be achieved in the regions when parties form a collaborative approach. The roll out of ultra-fast broadband will enable further economic development, which is crucial to building great cities. I am sure Kiwibank’s successful experience will provide other businesses, large and small, with the confidence to relocate to the Hastings District and Hawke’s Bay Region.” Hon Craig Foss, Member of Parliament for Tukituki

CONTENTS Contact and Business Processing Centres in Hawke’s Bay................................................................4 Hawke’s Bay…A Contact Centre & Business Processing Destination............................................... 5 Lets Do The Maths – In House and Outsource Options..........................6 The Kiwbank Experience................................................9 Key Facts & Statistics......................................................12 Hawke’s Bay A Great Region In New Zealand... 14 Business And Economy................................................ 16 In-House and Outsourced Business Processing Operations in Hawke’s Bay............. 18 PLP Group....................................................................................19 Hastings City Planning And Design At Its Best....................................................................... 23 Twin Cities Offer Multitude Of Options................ 25 Taking Care Of Business...............................................27 Fast & Secure Connections To The World.......... 28 A Great Workforce.........................................................30 Working In The Bay..........................................................31 World Class Education................................................. 33 Lifestyle................................................................................ 34 Affordable Living............................................................. 36 Supporting Business Centre Development........ 38 The Kiwibank Deal.......................................................... 39 The Property Market…Value For Dollar.................. 41 Hawke’s Bay Commercial City Property.............. 42 Hawke’s Bay Open For Business............................. 52

CONTACT AND BUSINESS PROCESSING CENTRES IN HAWKE’S BAY

COMPETITIVE ADVANTAGES

BENEFITS

Competitively priced and fit for purpose commercial property

NZ$120-370 per sqm less than large Australasian cities.

Supportive Councils and modest financial contributions to businesses providing new sustainable full time jobs

Corporate welcome. We want your business and will work hard, collaboratively and innovatively to attract it

Comprehensive fit for purpose electricity and ICT infrastructure with high delivery service standards and redundancy

High service delivery standards and reliability

Rush hour minute as opposed to hours

Time for staff to have a productive work / life balance

Hawke’s Bay income expectations are lower than main cities due to lower cost of living

Flexibility for good employers to negotiate remuneration packages in accord with local expectations

Median house prices are up to $400,000 lower than Auckland.

Great staff want to relocate to Hawke’s Bay for sustainable good employment opportunities to get ahead and attain a great standard of family living – significant cost savings achievable

Excellent schooling options

Happy staff as their children have numerous opportunities from crèche to tertiary

Depth in the regional workforce

Larger scale good employers will attract a reliable, stable, mature and experienced workforce who genuinely want the opportunity. You can expect a lower churn rate of 9% to 15%, resulting in higher average service levels and lower recruitment / induction and training overheads

Easy connectivity with the rest of New Zealand and Australia

Staff can complete a working day in Auckland / Wellington / Christchurch / Palmerston North with no need for overnight travel. Likewise travel to Australian cities is easy within one day

Training and business support infrastructure

Hawke’s Bay has a diverse range of service providers, resources and expertise to support all types of business, no matter the size, scale or sector. The Eastern Institute of Technology provides tailored training and a steady stream of graduates for employment opportunities

HAWKE’S BAY… YOUR CONTACT CENTRE & BUSINESS PROCESSING DESTINATION Providing contact centre, business processing and out-sourcing capacity in Hawke’s Bay, Kiwibank offers just one example profiling the many advantages of establishing or relocating your contact centre and/or outsourcing your business services to Hawke’s Bay. If you’re serious about sharpening your performance, take a look at Hawke’s Bay capacity to support your business input requirements whether you are wanting to establish your own in- house operation or contract the services of an outsource provider. This document provides preliminary information to assist your business location decisions and highlights the competitive business advantages and personal lifestyle advantages offered by Hawke’s Bay. The Hawke’s Bay business and local government community will cluster all support required around your business operation to make it a success.

LET’S DO THE MATHS The following tables provide indicative costs for operating a 100 seat centre in Hawke’s Bay. The potential savings over a typical 10 year lease period can deliver substantial shareholder value both for 1 New Zealand based operations capitalising on the arbitrage benefits afforded by the regions compared with larger cities and 2 Australian based operations capitalising on the arbitrage benefits afforded by New Zealand compared with Australia and the additional New Zealand regional arbitrage benefits. The following table and graph highlight the historical longer term cross rate movement. The 10 year average throughout the 2000-2010 period probably stands as a good reference to where we would see the ‘fair value’ of the cross rate over the next 10 years. An indicative range of 0.85 - 0.87 seems reasonable. We are using a cross over rate of .90 ($NZ1 =$AUS 90.c)

NZD/AUD Spot

20 year average 0.8500

0.91

10 year 5 year average average 0.8405 0.8336

NZD/AUD EXCHANGE RATE AND MOVING AVERAGES 1.05

NZD/AUD Exchange Rate

1.00 0.95 0.90 0.85 0.80 0.75 0.70

April 2005

April 2006

NZD/AUD

April 2007

April 2008

April 2009

20-year Average

April 2010

April 2011

April 2012

10-year Average

April 2013

April 2014

5-year Average

Cross Over Rate Information provided by PricewaterHouseCoopers New Zealand

April 2015

HAWKE’S BAY IN HOUSE OPTION

INDICATIVE

100 Seat Contact Centre – Indicative Hawke’s Bay Regional Value Proposition Staff People Manager Support Team Leader Senior Officer Junior Officer Total Salary Cost Salary On Costs Lease Costs 8(sqm per person) Utilities Average Cost Per Seat

1 2 5 40 52

Hawke’s Bay

Large New Zealand City

Large Australian City

98,100 91,200 330,500 2,060,000 2,142,400

120,000 110,400 375,000 2,472,000 2,570,000

138,000 124,000 399,000 2,508,000 2,667,600

4,722,200 178,970

5,647,400 208,950

5,836,600 953,116

160,000 220,000 52,812

272,000 220,000 63,483

448,000 245,000 74,827

ANNUAL SAVINGS

1,067,000

2,202,000

10 YEAR SAVINGS

10,670,000

NZD 22,015,000 AUD 19,813,500

Hawke’s Bay can provide potential savings of 16% to 30% against large New Zealand and Australian city alternatives with the additional advantages of lower staff turnover from a mature and stable workforce. Note: These figures use a cross over rate of .90 ($NZ1 = $AUS90c)

INDICATIVE

HAWKE’S BAY PLP GROUP NEW ZEALAND OUTSOURCE OPTION 100 Seat Contact Centre – Indicative Hawke’s Bay and combined Hawke’s Bay / South Africa Value Proposition Staff Hawke’s Bay Hawke’s Bay/ 100 Seats South Africa Combined People Manager Support Team Leader Senior Officer Junior Officer

1 2 5 40 52

Large New Zealand City

57,200 50,300 302,000 1,648,000 1,935,600

57,200 50,300 100,700 1,243,500 1,480,900

120,000 110,400 375,000 2,472,000 2,570,000

138,000 124,000 399,000 2,508,000 2,667,600

3,993,100

2,932,600

5,859,350

6,789,716

1,198,000

694,000

–

272,000 220,000

448,000 245,000

5,191,100 51,911

3,626,600 36,266

–

63,483

74,827

ANNUAL SAVINGS (HAWKE’S BAY) ANNUAL SAVINGS(HAWKE’S BAY/SOUTH AFRICA)

1,157,200 2,721,700

10 YEAR SAVINGS (HAWKE’S BAY)

11,572,000

10 YEAR SAVINGS (HAWKE’S BAY/SOUTH AFRICA)

27,217,000

2,291,600 3,856,100 NZD 22,916,000 AUD 20,624,400 NZD 38,561,000 AUD 34,704,900

Total Salary Cost (incl Salary Oncosts) Operational Overheads Lease Costs 8(sqm per person) Utilities Average Cost Per Seat

The Hawke’s Bay outsource option can deliver benefits from operational efficiency and potential South African arbitrage. This can provide potential savings of 18% to 52% against large New Zealand and Australian city alternatives. Note: These figures use a cross over rate of .90 ($NZ1 = $AUS90c) 8

Large Australian City

“When we have friends come to visit, we go out of our way to make them feel jealous. Some who’ve come to visit have now decided to relocate.” Lynette O’Riley, Kiwibank’s Hawke’s Bay Regional Office Site Manager. Amy Hazlitt, Training Specialist, Learning Capability Team

THE KIWIBANK EXPERIENCE

CASE STUDY

The proof, they say, is in the pudding. The Hastings Kiwibank team is definitely proof that the city is ideal for contact and business processing centres. Three of Kiwibank’s key team leaders in Hastings jumped at the opportunity to relocate from Wellington when the bank set up a contact and banking centre in Hastings. Motivating factors were the lure of Hawke’s Bay’s good weather and lifestyle, along with the chance to be part of something new. A fourth member had already been lured to Hawke’s Bay from Wellington and rejoined Kiwibank.

Natalie was looking to build a team of people who could get on and work well with others and have a pleasant, positive personality. They needed to be able to understand what our customers are experiencing, from changing addresses to organising one-off transfers for house deposits. She found no problem recruiting great employees to supplement the experience of those who relocated from Wellington.

They are united in their praise for the city. More importantly, they jointly compliment their new Kiwibank recruits for their work ethic.

Each of these four Kiwibank employees had different personal reasons for relocating to Hawke’s Bay but a common thread was the quest for an improved lifestyle.

“New staff are passionate and we’ve had great support from customers,” says Lynette.

Lynette has been heading up contact centres for nine years, eight of them for Kiwibank. In Wellington, she was used to working with up to 300 staff around her.

“They are grateful and thankful for a job and they really want to work, it makes for an amazing working environment,” says Amy. “They have a good level of life experience which makes it easier for them to have empathy with customers. That’s a huge plus. It blew me away how appreciative they are working at Kiwibank. They’re a great bunch,” says Richard.

“I was keen on the opportunity to relocate and set up a new team. But it was a big move and the decision wasn’t taken lightly.” She had children, grandchildren and friends in Wellington but the pull to Hastings won out.

Staff Profiles Lynette O’Riley, Kiwibank’s Hawke’s Bay Regional Office Site Manager. The branch has 95 employees in banking, contact centre and back office functions. It is likely to grow to around 140 by the end of 2015. Natalie Hurley, Team Leader, Maintenance. She works with a team of 10 maintaining banking data, customer information, products and services, investigations, liaison with Ministry of Social Welfare and banking operations.

Richard Wiley, Team Leader, One of two team leaders in the Contact Centre, which has 45 staff. Amy Hazlitt, Training Specialist, Learning Capability team. She is responsible for training and upskilling the contact centre new recruits, designing and delivering new learning programmes and embedding the Kiwibank culture.

“It is a great opportunity to build something new from scratch but it was also the weather. It’s the closest you can get to Australia’s Gold Coast and the golden sands of the beaches. And it’s warm when you go outside at lunchtime.” One daughter and three grandchildren have now also shifted to Hastings. The kids are loving their new school, St Mary’s, which is a small catholic school of around 270 children. Lynette and husband Steve have bought a new home near Napier. It takes about 20 minutes to drive to work. “I love the drive in. I see cows and sheep, not cars side by side and there’s no road rage.” Natalie Hurley was working in Nuie, on secondment from Kiwibank, when she heard Kiwibank was setting up in Hastings. She immediately put up her hand. When she arrived in Hastings, she house sat while looking for a suitable rental property. “There is plenty of rental variety and you get time to look through a property before deciding if it suits – unlike Wellington where it’s competitive and you’ve got to make a decision on the spot.” I liked all the houses I looked at and you get fair value for your money.” Kiwibank got flooded with applicants. “That was the unknown,” says Amy. “We needed people with life-skills and different ages and we’ve got a great team of people who are keen to learn and to develop.” Richard still has a foot in both Hastings and Wellington, where his wife is currently working.

“I’ve done the 50 hour a week jobs so I’ve compromised my personal life to come to Hawke’s Bay with the bank and to enjoy a better lifestyle.” He speaks highly of his new contact centre team: • Many are mums returning to work • Some had followed a partner to Hawke’s Bay and were looking for work • Some who relocated from Wellington did so because this was their hometown • They take pride in what they do and have a great customer service culture • The quality of candidates was high. The tight job market meant Kiwibank could be selective. But Richard emphasises that other companies following Kiwibank’s lead need to create an interview and recruitment process that is tailored to the Hawke’s Bay workforce recognising that: • Many of the applicants may be new mothers returning to work or seeking a job because their children have started school or left home • There are small town differences, a different dynamic, to major centres • Work standards are the same but Hawke’s Bay people are more relaxed and have a relaxed attitude • They’re not typical part-timers. Their jobs are important to them so there is going to be a much lower churn rate. They’re loyal • They want solid jobs to support their families.

KEY FACTS & STATISTICS Hawke’s Bay Region POPULATION

151,000

Hastings District WORKING AGE POPULATION

91,000

POPULATION

73,245

20 - 64 years

SOCIAL CONTENTMENT

HEALTH

QUALIFICATIONS Aged over 15 years

73.8% Formal Qualification

Satisfied or very satisfied with their lives

Good to excellent health (self-assessed)

14.5% Bachelor’s degree or higher

WORKING AGE POPULATION

39,900 20 - 64 years

Napier City COMMERCIAL GROSS RENT

POPULATION

COMMERCIAL GROSS RENT Fringe Central Business District

Fringe Central Business District

NZD

$200– $280 MEDIAN INCOME

$200– $280

57,240 QUALIFICATIONS

MEDIAN INCOME

Aged over 15 years

74.9% Formal Qualification

NZD

$26,500

14.3% Bachelor’s degree or higher

NZ Median Income $28,500

$26,000 NZ Median Income $28,500

WORKING AGE POPULATION

29,400 20 - 64 years

Source: Data complied from New Zealand Department of Statistics and Tertiary Education Commission

HAWKE’S BAY A GREAT REGION IN NEW ZEALAND Hawke’s Bay is a provincial region on the east coast of the North Island. The major urban areas are centred around the cities of Hastings and Napier, which are just 20 kilometres apart.

New Zealand is one of the most beautiful, uncrowded countries in the world. It lies in the south-west Pacific Ocean and consists of two main islands – the North Island and the South Island. It is south-east of Australia, across the Tasman Sea. New Zealand is 12 hours ahead of GMT (Greenwich Mean Time) and 2 – 3 hours ahead of Australian time depending on daylight saving.

New Zealand’s population is 4.5 million. The region has a temperate climate with four distinct seasons: summer, winter, autumn and spring. The mountainous ranges, Ruahine, Tararua and Kaweka, on our western boundary protect our fertile lands that stretch out to a picturesque coastline.

SAFE, STABLE AND SECURE BUSINESS ENVIRONMENT

Our clean water supply from beneath the earth of the expansive Heretaunga Plains and fresh, clean air make this a great region in which to grow things. Hawke’s Bay is an international food and wine producer, and you will understand why when you see the lush, green fields and taste our smooth, award-winning wines.

New Zealand world rankings:

Our community is friendly and culturally diverse. Ngati Kahungunu is New Zealand’s third largest Maori iwi, or group of people, and we are proud that Hawke’s Bay is considered their home. • Hawke’s Bay population 151,000 • Hawke’s Bay annual Gross Domestic Product (GDP) $6,354 million • Our key industries are horticultural growing and processing, manufacturing, pastoral farming, forestry and commercial and community services

New Zealand is recognised globally as being a safe place to invest and do business.

• first out of 189 countries for starting a business (World Bank Doing Business 2015) • first out of 189 countries for protecting investors (World Bank Doing Business 2015) • first out of 177 countries for lack of corruption (Transparency International Corruption Index 2013) • first out of 144 countries in the institutions pillar (World Economic Forum’s The Global Competitiveness Report 2014 – 2015)

• We are happy people - 85 percent are satisfied or very satisfied with life

• third out of 144 countries in the financial market development pillar (World Economic Forum’s The Global Competitiveness Report 2014 – 2015)

• We are healthy - 84 percent have good to excellent health.

• third out of 142 countries on the Legatum Prosperity Index 2014.

• Tourism is worth $554 million annually and our visitor numbers are growing rapidly

It ranks highly as one of the most desirable countries in which to live because of its pure, clean environment and happy, friendly people. We are known for many things: our world champion All Blacks rugby team, the small, flightless Kiwi bird, producing the Lord of the Rings movies and inventing the bungee jump.

No part of New Zealand is more than 130 kilometres from the ocean.

BUSINESS AND ECONOMY When you arrive in Hawke’s Bay – just a one hour flight from Auckland - you take a short drive from the airport to Hastings or Napier and quickly realise they are the business hubs for the Hawke’s Bay region. You fly in over a patchwork of fields, each growing something special. Sheep and cattle may be grazing in green paddocks, and you will see the changing colours of fruit and vegetable crops at different stages of growth. As you near the city you will see clusters of processing plants that turn the bounty of the land into value-added goods for export. Hastings has built a strong economy around its primary production. Industries have taken advantage of the region’s fertile plains, pleasant climate, clean water supplies and fresh, clear air. Its twin city of Napier is an attractive seaside city. It has grown up around Napier Port and is renowned for its Art Deco architecture. You will hear about horticultural and agricultural cropping, fruit and vegetable processing, pastoral farming and forestry. But new and diverse businesses are growing up around these traditional strengths.

There is a robust environment of innovation, research and development, and creativity. Examples include the development of new apple varieties, world-class sheep breeding genetic research, design and manufacture of automated, robotic technologies and active voltage conditioning technology to guard against voltage sags. Not only do great things grow in this part of the world, the scenery is breath-taking. You quickly understand why tourism is another important growth industry. For all these reasons, Hawke’s Bay has excellent growth and investment potential. It is also lucky be located in an area of very low hazard risk. This gives certainty to business continuity and reliability. The economy is strengthening, commercial building activity is surging and businesses are optimistic about the future. The growth in commerce means a network of professional services is clustered in the region.

KEY INDUSTRIES

39.7%

15.3%

COMMERCIAL SERVICES

$2,400m

$925m

11%

$665m

5.9%

4.7%

COMMUNITY SERVICES

PROCESSING

HORTICULTURAL GROWING

MANUFACTURING

$355m

$285m

Hawke’s Bay Region GDP, 2014 GDP VALUE, (billion)

GDP PER CAPITA

$6.354 2.8% OF NZ GDP

$40,091 MIN

ALL REGIONS

MAX

CHANGE IN GDP, 2009–14

16.6% 2009

2014

Source: Data complied from New Zealand Department of Statistics

Annual GDP for the region is $6,354 million. Industries with future business and economic development potential include agribusiness, boutique food processing, contact and business processing centres, freight services, infrastructure/ construction and support, health and aged care services, tourism, wine and farm services. There are several international companies, particularly in the food and wine sectors and a large number of thriving, small to medium sized businesses.

Economic indicators • Tourism is growing. Total direct visitor spending has increased 26% in the past five years • The wine industry is a great success. Production of grapes was up 15% in the past year

2.9

$175m

1.7

$105m

Great reasons to do business here • Availability of land and buildings for commercial and industrial activity • Significantly lower business costs compared to larger cities

• Five international food processing firms are based in Hawke’s Bay

• Short delivery distances/times to and from port and distribution centres

• Napier Port is growing. Volumes are expected to be up 20% this year

• Easy and cost effective connections by air, road and port

• 132,000 hectares planted in forest. Timber products are a major export earner.

• Supportive Councils focused on business growth • Welcoming business support networks.

WORKFORCE A typical New Zealand work day is eight hours, with a 40-hour week. Hawke’s Bay is a popular region with employees who have a great, affordable and easy lifestyle. Staff are happy because they live in a city with a moderate climate and relaxing, affordable lifestyle. We have a reputation for being hard, loyal and honest workers.

PASTORAL FARMING

FORESTRY AND LOGGING

The diverse, skilled and stable workforce also helps to put the region in a strong position to take advantage of future economic development. The workforce has sufficient numbers and diversity to support larger scale employers.

IN-HOUSE AND OUTSOURCED BUSINESS PROCESSING OPERATIONS IN HAWKE’S BAY Choosing a new location for a business is usually not just a ‘head ‘, but also a ‘heart’ decision. Your decision clearly needs to make good sense from a rational commercial perspective. This is paramount. We believe that we deliver against all your key requirements in this area. We also believe, however, that the ‘heart’ aspect is important. This is particularly true for Contact and Business Processing Centres. A key ingredient of success is the application of quintessential New Zealand and Australian values to your business: going the extra mile; keeping it simple; one team; and doing what’s right. The people of Hawke’s Bay are well placed to live and deliver these values. Our region is full of capable, professional, but down to earth Kiwi’s highly motivated to make a difference for an organisation such as yours. The following sections demonstrate that Hawke’s Bay has the business services, infrastructure, human resource and training capacity to support the establishment of your In House Operation. Alternatively we have attracted the investment of multi-national company PLP Group to establish Outsourcing Services in the region.

INTRODUCTION PLP Group (Pty) Ltd is a diversified services company that provides brand enhancement and stakeholder engagement solutions to clients globally. PLP was established in 1992, founded in South Africa by a Hawke’s Bay lad, Leighton Curd, and now provides services in 22 countries as the go-to solution provider for customer and employee lifestyle programmes and business process outsourcing. PLP Group invested in YOURCALL NZ, a local New Zealand business established in 1996, with the view to offer services to the New Zealand and Australasian market through their Hastings Contact Centre. The YOURCALL business has been renamed PLP New Zealand, in keeping with PLP’s strategy to provide global service fulfillment via its multichannel customer service hub. We are excited to partner with Hastings District Council to bring business intelligence and intellectual property in this space to our shores, and importantly, to drive economic growth in our region.

We are delighted to present a brief synopsis on the PLP Group of Companies. We are a Diversified Services Group that specialises in customer engagement initiatives in a number of business sectors including Contract Call Centres, Business Process Outsourcing, Customer and Employee Engagement Solutions, and dynamic Sales, Marketing and Communication Solutions.

PLP IS A TRUE MULTICHANNEL CUSTOMER MANAGEMENT HUB Technology has provided organisations with the ability to promote and drive self- help applications to customers. However, the power of voice, integrated with digital interaction, is what distinguishes companies that value direct customer engagement with multichannels, from companies that make use of digital interaction alone. The many reasons that promote voice and digital as the new dominant engagement solution may include sales opportunities, better handling of customers, and even better service delivery. One need only look at the dynamics of social media and digital social integration, with the tens of millions of opinions expressed on millions of subjects, to see how responsive the new market has become to real-time communication. Opinions, support, and saying something now count for more than is readily understood. Not only do people and customers now have a voice, they have a strong, immediate and far-reaching voice. A multichannel customer management hub is no longer merely a call centre that answers phones and deals with customers. It allows customer engagement on any channel, and is smart and robust enough to channel traffic to immediate relevant opportunities or engagements that take the client beyond

existing requirements to a multitude of requirements. PLP’s knowledge in this area is significant and to this end we have invested in YOURCALL New Zealand, a call centre business domiciled in Hastings, New Zealand. This is where PLP will anchor its technology, business skills, and product and service capability to provide services to the Asia Pacific market place. Thousands of companies provide technology and tools, and hundreds provide outsourced call centres. But very few on a global basis, build and operate all of the technical and service aspects of a multichannel customer hub that also provides proven product and service fulfilment for B2B B2C employee and SME markets domiciled within the multi-channel customer management hub. This is PLP’s sphere of excellence. This document unpacks at a high level the details of each of PLP’s business categories that can be accessed through our multichannel customer hubs and how, in addition to its call centre requirements, a number of these business solutions may have application for your requirements. We welcome further engagement with you in order to better understand and explore your immediate requirements and how the service fulfilment against same can be expanded through PLP’s multichannel customer management hub. Yours sincerely,

Lloyd Ball Group Managing Director PLP Group of Companies

PLP GROUP Established in 1992, we are the go-to solution provider for customer and employee lifestyle programmes, business process outsourcing, sales, SME solutions and marketing. We partner with our clients to provide products and services that help them build and grow their business and enhance their stakeholder value. PLP provides services in 22 countries and has a footprint in New Zealand, the United States, Canada, United Kingdom, Europe, Australia and the Middle East. In conjunction with our service partners in these countries, we provide extensive international services to our local and global customers. This proposal outlines the potential business solutions on offer based on PLP’s experience in stakeholder engagement. PLP is delighted to share our 23 years of international experience, as well as experience within industries similar to that of yours.

OUR VISION

OUR MISSION

We partner with our clients to help them build and grow their businesses and enhance their stakeholder value.

Our mission is to be the go-to solution provider for brand enhancement and stakeholder engagement solutions.

PLP GROUP COMPANIES PLP SOUTH AFRICA

OUTBOUND SELLING

PLP AFRICA

HEY JUDE

PLP South Africa has been operating for 23 years and has premium customers in the financial services and telecommunications sectors. PLP South Africa offers a variety of services including acquisition and retention solutions, business process outsourcing, outbound selling and marketing campaigns. The PLP Group expanded its operations into Africa over the past four years and we are currently servicing clients in Namibia, Botswana, Lesotho, Zambia, Mauritius and Nigeria. We are following our corporate clients, such as MTN, Standard Bank, Multichoice and Accenture into these territories and will be rolling out various PLP services to 22 African and Middle Eastern countries over the next 24 months.

PLP NEW ZEALAND

PLP New Zealand is a diversified services company that provides brand enhancement and stakeholder engagement solutions to the New Zealand and Australasian market. The contact/call centre is based in Hawke’s Bay, New Zealand and specialises in Business Process Outsourcing, whilst sharing global services and access to over 18 years of experience in New Zealand and abroad.

NEXT is an affiliate company of PLP and partners with clients to provide outsourced sales solutions. NEXT is a highly efficient, contact-centre sales force that is fully supported by superb marketing and postsale servicing, enabling them to sell any product or service and deliver real results. Hey Jude is an intelligent app that can source, negotiate, organise, deliver and so much more. It’s like having your own PA, but without the cost.

TELESHOP

PLP Group Teleshop provides a world-leading web engine with an integrated website content management system that delivers state-of-the-art web and mobi solutions.

PLP TECH

PLP Tech provides point of sale integration to retailers across any platform, allowing the delivery of electronic vouchers to members in support of the broader PLP offering. The purpose of the business and its platform are to measure interactions/transactions and to drive traffic/incremental revenue through Conditional Coupons, Prepaid Vouchers and Gift Cards.

LEAP

LEAP provides customised Enterprise & Supplier Development programmes as well as 24/7 shared back-office business support for large databases of SMEs.

STRATITUDE

Stratitude is a full service communication agency that offers a one-stop solution across all communication platforms. Our integrated through-the-line solution includes strategy, advertising, branding, public relations, internal, direct and digital marketing.

TELEWHEELS

Telewheels is a Virtual Car Dealership assisting customers with end-to-end solutions, delivering cars countrywide through more than 200 dealers. Telewheels gives customers a one-stop, value-for-money solution, offering expert advice and quality service, plus a range of complementary products including finance, insurance and other value added products.

THE REWARDS FACTORY

The Rewards Factory provides bespoke reward and recognition programmes delivering meaningful incentives through accessible channels that drive employee and customer behaviour.

EDUCATIONAL TUTOR SERVICE Commonly known as Dial-a-Teacher, this product offers telephonic educational assistance in any subject, in 11 official languages, from grade 1 to 12, during the critical homework hours between 18:00 and 21:00.

CONTACT CENTRE SOLUTIONS YOURCALL PLP New Zealand has a long history of providing quality service to the SME market in New Zealand and Australia. We have been part of the business fabric in Hawke’s Bay for 18 years and are excited at the opportunities that are now evolving in conjunction with the Hastings District Council and our equity partner, PLP Group in South Africa. While we have achieved incremental growth over the years, it has not previously been possible to make a step-change in our scale and service offerings. The plans and partnerships we have put in place over the last year now give us a global business presence, immediate scalability and a much broader range of services, yet retains our strong Australasian experience and culture. PLP Group’s Founder is a New Zealander and its Managing Director is Australian – both have seen the opportunities that come from developing services off a low cost-base, but delivering based on a cultural fit. It is particularly pleasing to be working with the Hastings District Council, as a supportive and growth-oriented business environment is essential to ensure we can focus on quality service delivery, knowing that everything possible will be done to take “red tape” out of the way, rather than put it in the way. The co-ordination of labour market initiatives, and both technological and physical infrastructure gives us absolute confidence around the key components of contact and business processing centres – staff, technology and premises. We know that we have created a business model that works extremely well for our Australasian region, and look forward to working with you to bring these significant benefits to your client.

Cedric Knowles Director, PLP New Zealand

YOURCALL has been a specialist 24-hour Business Process Outsourcing (BPO) contact call centre since 1996, providing live call centre services to hundreds of clients across New Zealand and Australia. YOURCALL provides a full range of live answering services and call centre solutions, all designed to improve your bottom line and increase customer satisfaction.

CONTACT CENTRE MANAGEMENT Our service delivery standards are to worlds best practice and ensures that we deal with your every requirement.

POWERED BY PLP The PLP group specialises in tailored and white labelled customer engagement solutions via various call centre operations. The group leverages deep digital and marketing capabilities to serve over 2.5 million users.

The diverse and specialised PLP Group enables quality, scale and efficiency with a broad South African network currently handling high call volumes and serving a diverse range of clients. Over 1.3 million inbound sales and 11.7 million outbound calls are handled currently for more than 70 blue chip corporate clients.

WHITE LABEL EXPERIENCE YOURCALL and PLP New Zealand, offers BPO solutions that are implemented across different industries. Staff are recruited, trained and managed in line with your business philosophy, product needs and customer outcomes. Understanding the intrinsic value of effective human interactions is core to our success. It’s all about people talking to people. Therefore our retention, training and attraction practices form the nucleus of our human resource strategy, lead by a strong and dynamic team. After all, we believe best processes come from best practices!

PLP NEW ZEALAND OFFERS:

Bespoke Business Process Outsourcing solutions

Always on: 24 hour connectivity

Managing and caring for your customer

Smart data collection and intelligent reporting

A range of live answering services

Reliable and scalable

Ongoing site management and disaster recovery

Advanced technology and state-of-the-art facilities

PLP New Zealand and YOURCALL services out of Hawke’s Bay provide a strong Australasian cultural fit. Our staff join, grow professional capacity and remain with the company.

Leighton Curd Founding Partner Leighton Curd was born in New Zealand and spent the first two years of his career in the farming industry, after which he moved into marketing sales and people management with Crowell International, the marketing subsidiary of Macmillan Publishing Incorporated, New York. After two years he was appointed sales manager for Queensland, Australia and thereafter was promoted to general manager for Australasia, responsible directly to head office in New York. Leighton visited South Africa in 1987 and subsequently formed the Complimentary Club, which was used to develop the framework for what is now PLP Group, formed in 1994.

Adrian Zanetti PLP Group General Manager Adrian’s career was forged within the marketing, contact centre, member management and tourism real estate sectors. His focus was on marketing, B2B and B2C initiatives, business development, yield management, subsidiary management and general contact centre operations. Adrian began his career in the contact centre business and worked his way into various positions within Group RCI where he gained generalist skills across all facets of the business. Adrian joined PLP in January 2008 as Head: Group Operations overseeing all the contact centre operations and various products within the PLP Group. Prior to joining PLP, Adrian spent more then 15 years with the Cendant Corporation and then the Wyndham Group of Companies, completing his time there as Senior Vice President of Group Development. Adrian’s industry experience includes marketing, sales, contact centres, member loyalty programmes, business development and strategy. He has worked as an Executive Director in 7 subsidiary companies of Wyndham Worldwide (WYN), including Group RCI and is currently Group General Manager of PLP responsible for operations.

Shalandra Bunseelal Head of Operations Shalandra has been at PLP since 1999, having started his career as a call centre agent. Over the years he has developed his skills in the business in the field of Call Centre Operations and Quality Management and currently holds the position of Head of Operations. Shalandra has been instrumental in exceeding PLP’s customer expectations with well-managed service level agreements and the overall operations for the various PLP contact centres. Shalandra has also been instrumental in customising and developing PLP’s operations in new territories in Namibia, Nigeria and Zambia, which included recruitment, client presentations, process mapping, supplier negotiation, training and reporting.

Sarah-Jo Barley Head of Business Development Our PLP New Zealand Country Manager and Head of Business Development Sarah-Jo Barley originates from Hawke’s Bay, New Zealand. Sarah-Jo has spent over eight years working internationally, assisting multinationals from various sectors in their business development and growth strategies. She has established herself as a leading advisor in her role of successfully understanding large corporate business requirements and designing strategies to assist with growth and expansion opportunities. Throughout her professional career, Sarah-Jo has engaged with trade industries, embassies, government and state-owned enterprises, as well as small/mediumsized enterprises and large corporations. This has provided her with a global network and extensive experience in partnership collaboration, strategic relationship engagement, client management and a deep understanding of the business challenges in developing regions. Sarah-Jo spent four years working with the PLP Group of Companies. She has extensive knowledge of its services and capabilities and looks forward to expanding their services into PLP New Zealand and the Australasian market.

HASTINGS CITY PLANNING AND DESIGN AT ITS BEST Growing a vibrant and fun city centre doesn’t happen by chance. That’s why the Hastings District Council has a 20-year strategy to facilitate a cohesive, coordinated approach to future development. The strategy focuses on strengthening the City Centre’s identity and creating competitive, attractive places for businesses looking to relocate. It embraces its productive hinterland, acknowledging that it forms the base on which the economy can grow. It is a combination of physical changes throughout the city centre and a range of economic development initiatives to build greater vibrancy and economic resilience. A targeted and collaborative approach to City Centre activity opens opportunities for commercial development, such as the new Kiwibank Centre branch as well as other City Centre operations. The Council’s Strategic Projects Manager, Raoul Oosterkamp, describes the strategy as being flexible to be able to react rapidly to the changing environment of today. “The beauty of Hastings is that it’s got flat land, is easy to navigate, it’s well serviced, has high amenity and a progressive vibe – it’s got all the base ingredients that a great city needs,” he says.

The strategy sets goals of: - Maintaining and enhancing our attractive and vibrant City Centre identity - Having open spaces and easy access that connects different parts of the city, with well maintained city streets and footpaths - Concentrating business back into the City Centre by tightening zoning activities and identifying precincts for similar activities, such as commercial, entertainment and cafés - Establishing identity precincts - Ensuring we retain our City Centre’s urban form “It’s about creating a City Centre which is conducive to investment and provides great business, customer and visitor experiences,” says Raoul. Clustering is being championed. “It’s important to have precinct anchors

around which an area can build an identity. People can begin to recognise where they will find the services they are looking for and the businesses in each precinct can benefit each other. “It provides a level of certainty and distinguishes different parts of the city. For example, we already have the clustering of banks in a certain precinct.” The Hastings District is where Raoul grew up. He relocated here eight years ago. “I see a City Centre of significant opportunity. It has huge possibilities and is on the cusp of heading in a new direction. It is repositioning itself but not losing sight of its tradition, of its productive soils, but developing as a commercial, professional and innovative centre of choice. “That would attract me here if I was in business,” says the project and strategy manager.

“It’s about creating a City Centre which is conducive to investment and provides great business, customer and visitor experiences,” Raoul Oosterkamp, Strategic Projects Manager, Hastings District Council

Hastings City foundation blocks well in place One of the key actions a council can take is invest in infrastructure to give businesses an attractive and solid foundation. Like many other Hawke’s Bay-born people who moved out of the province in their youth, Craig Cameron has come back to Hawke’s Bay to enjoy the lifestyle and give back a little to the region where he grew up. His role at the Hastings District Council, as Economic Development Manager includes attracting new business into the city. “Hastings, and the wider Hawke’s Bay region, has strong competitive advantages. We’ve got suitable commercial property, depth in the workforce and world-class IT infrastructure. “And the best thing a council can do is to keep investing in infrastructure to support business,” says Craig. That includes investment in essential services but also encouraging associated amenities such as high-quality visitor accommodation, maintaining streetscapes and park vistas, creating a safe environment and continuing to revitalise the city.”

“And the best thing a council can do is to keep investing in infrastructure to support business,” Craig Cameron, Economic Development Manager, Hastings District Council

Hastings has already confirmed that it is an ideal destination for contact and business processing activities by attracting Kiwibank to the city. The Council is also carefully planning the city’s future design to ensure it meets the changing demands of business. “The face of retail and the structure of provincial city centres are changing, and the pace of that change is increasing so we have developed strategies that acknowledge those changes. The Hastings CBD and surrounds will be different to what they have historically been, which is a retail and consumer support hub,” he says. Craig sees growth in business-related servicing activity, with ability to serve New Zealand and the wider Pacific region from the Hastings CBD. The city is already experiencing that positive growth through the relocation or expansion of HR, accounting, legal, engineering firms and other business support companies.

HERE ARE CRAIG’S TOP 10 ADVANTAGES OF RELOCATING TO HASTINGS: 1. Twin city opportunities, with Hastings and Napier being just 20 kilometres apart, and with a combined, available workforce of about 90,000 2. It is a mature, educated and stable workforce with life skills and experience 3. Efficient public transport and roading links between the two cities and no traffic delays 4. Compact CBD with excellent infrastructure and lower business operating costs 5. Career pathways for 25 – 45 age bracket 6. Sustainable work opportunities 7. Affordable cost of living and quality of life / you get a lot more for your money if you’re cashing up out of Auckland or main centre housing markets 8. Central location in North Island and great regional base. Within a 3.5 hour commute (Hastings to Wellington), there are about 1 million people, plenty of tertiary education/graduates 9. Hastings is a growing base for head offices and government agencies 10. Low risk to business continuity – low flood, liquefaction, earthquake risk and plenty of flat land.

TWIN CITIES OFFER MULTITUDE OF OPTIONS Napier is one of the most compact central business districts in New Zealand but it is big enough to be full of opportunities. Napier Mayor Bill Dalton, in his first term at the Council helm but with eight years of local government experience, says his city’s compact vibrancy, strong café culture and array of commercial tenancy options opens up plenty of opportunities for new and relocating businesses. “Economic development is a key focus for Napier, supporting those people who are considering living and working here, and ensuring those who are based here, receive the assistance they need. We maintain a supportive environment that allows private enterprise to flourish. “We are acutely aware that providing essential infrastructure is core to the economic needs of the city. “In Napier, we have excellent tenancies available and these are able to be fitted out to any design. These could be in beautiful Art Deco buildings or historic buildings which have been upgraded to meet new earthquake standards,” says Mayor Dalton. Transport links, from north and south, bring traffic into the city centre, which provides all the facilities and services required by any business. Napier also has excellent recreational facilities which are close to the CBD. Its clean streets, beautiful gardens and friendly atmosphere create an excellent environment for business. “Another great attribute is that there are many childcare centres on arterial routes into the city, making it easy for parents working in Napier, but travelling into the CBD from other areas, to bring their children with them on the way into the city.” Napier is a strong, business-friendly council with commercial leadership. Mr Dalton previously headed a large sharebroking company in Napier. He is equally happy to live in the fast lane, being a motorsport enthusiast, as he is to take account of all around him at a quieter pace driving one of his vintage vehicles. The Council’s Chief Executive, Wayne Jack, also has a strong commercial background. He is Napier-born and returned to the city to join the Council after leadership and management roles in New Zealand and Australia and experience in the Royal New Zealand Navy. The Napier City Council, says Mayor Dalton, is keen for new business to establish in Hawke’s Bay. “And if they come to Napier, we will give them all the assistance that they want,” he promises.

Bill Dalton Mayor, Napier City Council

Repositioning and redevelopment excites a city Communities need to constantly reinvent themselves and develop innovative strategies to meet the fast-changing economic environment and Napier is doing just that. No ‘one size fits all’, says Napier City Council’s Economic Development Manager, James Rowe. “Every community is different. You have to come up with unique, innovative ideas because each has different competitive advantages and each community needs its own framework to support that,” he says. Napier, he says, has a thriving Hawke’s Bay culture. “There is a buzz about Hawke’s Bay that you don’t get in other places and, in Napier, there are a lot of positive things happening.” The CBD is complemented by nearby Ahuriri, just five minutes around the seafront and Napier Port, where redevelopment is rapidly turning a previous industry-portside suburb into a thriving business park and high-end residential location. “The developers in Ahuriri are able to make things happen, and happen immediately. There is flexibility and the ability to make quick decisions.

“The combination of our great culture, environment and lower cost of living makes Napier attractive. From a business point, the greatest advantages are the lower operating costs and overheads, the lower cost of logistics and property, and the space available, which is at least 20 percent lower than in Auckland,” says James. Shipping out of Napier Port is also a competitive advantage, costing much less than through Auckland. Add to that, the affordable cost of living and excellent educational facilities in close proximity. Being part of a twin-city package, with Napier and Hastings just 20 kilometres apart, provides an attractive business option for the region. James has previously worked in Australia, Thailand, Kiribati and the US. He has a PhD in planning from the University of Auckland and extensive background experience in economic development. He returned to New Zealand from Australia to take up the position with the Napier City Council is 2014. “The more I’m here in Napier, the more I like it. This turned out to be a very good decision.”

“The more I’m here in Napier, the more I like it. This turned out to be a very good decision.” James Rowe, Economic Development Manager, Napier City Council

The proof, they say, is in the pudding. The Hastings Kiwibank team is definitely proof that the city is ideal for business. “It’s a huge success. It’s gone off like a rocket.” Lynette O’Riley, Kiwibank’s Hawke’s Bay Regional Office Site Manager.

TAKING CARE OF BUSINESS Hawke’s Bay has a diverse range of service providers, resources and expertise to support all types of business, no matter the size, scale or sector. Some who are partnered with international firms can tap into extensive overseas expertise.

“I’ve done business in Australia and all parts of New Zealand and I can’t think of any business service that we can’t access from here.” Rick Cranswick, Principal and Chief Executive, Crowe Horwath, Hastings

Because of the availability of world-leading fibre optic communication technology, attractive lifestyle and cost of living advantages there is a growing number of specialist advisers living in Hawke’s Bay. They are either working for existing firms or operating their own consultancies. A change in business attitudes, which favour video conferencing and remote communication, are encouraging greater relocation of this high-level expertise. There’s a spirit of cooperation. Organisations are cohesive and work collaboratively, enabling access to a full range of services for a business to succeed. In a nutshell, you can tap into expertise in Hawke’s Bay on a local, national or international scale without paying big city prices. This support all comes in a region where the cost of delivery and charge out rates are more cost effective than bigger cities. Tax and accounting services, engineering, legal or valuation through to the allimportant internet, communications and IT support services are readily available in Hawke’s Bay. You can expect to find the same level and quality of advice in Hawke’s Bay as you would in any major centre.

Here’s what we’re told.... Rick Cranswick is Principal and Chief Executive of Crowe Horwath in Hastings, which is part of an international network of accounting firms providing local business solutions in a global environment. His firm employs 70 staff and delivers a full spectrum of business and financial services, with a focus on small to medium sized companies that make Hawke’s Bay a vibrant region in which to live and work. “One of the benefits of dealing with a Hawke’s Bay service provider is that a business can tap into expertise on a local, national or international scale and still maintain quality of service with a regional flavour. “Additional services can be easily accessed via the internet and airline connections enable people with expert skills to live anywhere, work from their home-town base and then easily travel to deliver key aspects of their work. Given the traffic congestion and delays in Auckland, and the close proximity of facilities here, we can travel from Hawke’s Bay to Australia in a day and in the same time it takes an Aucklander to make the trip. But we have such a wonderful lifestyle and lower cost of living,” he says.

FAST & SECURE CONNECTIONS TO THE WORLD Unison is the primary provider of infrastructure services for delivering electricity and fibre networks over a wide area, including the central business districts of Napier and Hastings.

of cladding and then a buffer coating, and grouped into bundles to create fibre-optic cables. These very fine optical glass strands are capable of transmitting light signals over very long distances.

“Future-proofing that infrastructure is essential to the economic well-being of the region,” says Daniel Stettner, Commercial Development Specialist, Unison Networks Ltd.

“Our fibre network provides the ability to deliver big files at the speed of light,” says Daniel.

“Our regional communities are the engine rooms of New Zealand’s economy and need access to high speed data services to unleash their full potential. Businesses today are looking at how they can take advantage of data-hungry technology solutions such as cloud computing, mobility and smart data,” he says.

“Fibre optic technology connects regional New Zealand to the rest of the world, providing a worldclass telecommunications platform. The infrastructure is an enabler for businesses, including contact centres, to be positioned away from the larger cities while offering employees the lifestyle benefits associated with working in provincial New Zealand.” Daniel Stettner, Commercial Development Specialist, Unison Networks Ltd.

The exceptional bandwidth of fibre opens up the availability of new technology which can help boost productivity and reduce costs, as well as providing real-time business continuity options. Simply, fibre-optic cable consists of strands of optically pure glass as thin as a human hair. A single fibre optic is coated in a layer

POWER Unison is one of the larger electricity distribution businesses in New Zealand. It network spans over 9,000km and supplies over 108,000 connected customers with approximately 1,678 GWh of electricity per annum.

Chorus Chorus is New Zealand’s largest telecommunications infrastructure company, maintaining and building a network, predominantly made up of local telephone exchanges, cabinets and copper and fibre cables. It is an open access network with many different phone and internet providers. Chorus is building about 70 percent of the ultrafast broadband (UFB) network throughout New Zealand in a public-private partnership with the Government. This covers businesses, homes and schools in Hastings. This ‘fibre to the premises’ (FTTP) network

means it is possible to deliver the highest data speeds that can support services like internet television and high definition video conferencing. It delivers large amounts of data further and faster than conventional, copper broadband. The rollout of Chorus’ UFB network in Hastings and Napier is making good progress, with the project about 42 percent complete. “UFB has the potential to transform Hastings’ and Napier’s economies and the way people connect to the rest of the world,” says Chorus General Manager of Infrastructure Ed Beattie.

“The benefits of a UFB-connected business are widespread. There is growth from improved productivity, lower travel costs, greater flexibility for people to work from home, lower network and ICT expenses, and savings from moving applications into the cloud. “Another bonus is the ability to communicate more easily and efficiently with suppliers, customers and business partners on a global scale,” he says.

Spark Digital Spark Digital has the infrastructure in Hastings and throughout the Hawke’s Bay business areas to deliver the latest fibre network services that enable faster communication and decision making. You can do more online at the same time such as video conferencing, IP telephony and transferring large files. It is all about managing data, voice and video with more speed, capacity and control. We have Cloud computing services and tailor solutions to fit company size.

If you are setting up in the CBDs of Napier or Hastings, you will be able to access all the same high tech, high quality services that businesses in the main centres have available.

A GREAT WORKFORCE Hawke’s Bay is blessed with a keen and diverse workforce, with 91,000 people of working age (20-64 years of age). About 60 percent are in skilled to highly skilled jobs. The majority of the population lives within easy driving distance to the central business districts of Napier and Hastings, but those in rural communities regularly travel to the city areas to work. (Central Hawke’s Bay to Hastings is less than 40 minutes by car.) Attracting talented staff to the region, particularly those with families, is relatively easy, with a broad range of career opportunities for all family members. Unemployment levels in Hawke’s Bay are trending around seven percent, which is higher than the national average. The percentage of young people in Hawke’s Bay is also higher than the national average.

This provides an advantage at a time when populations and workforces are aging. Typically, our regional job seekers have transferable skills. The following pie chart is a recent snapshot of job seekers’ diverse work experience. Being a cropping, horticultural and viticulture-rich region, there are large numbers of seasonal work opportunities. The region presents ideal business investment opportunities to create permanent employment positions and access a suitable labour supply. Tailored, work-ready programmes, covering basic customer service delivery and work fundamentals, through to trade and degree programmes, can be delivered through EIT (Eastern Institute of Technology) to help develop people and produce a ready stream of employee candidates.

HAWKE’S BAY LABOUR SUPPLY No work experience eg school leaver 4%

Metal and machinery trades workers 1%

Building and related workers 3%

Office and administrative workers 7%

Customer service workers 7% Drivers and machinery and plant operators 5% Labouring related workers 19% Agriculture and horticultural works 20%

Personal and restaurant service workers 17% Sales persons and demonstrators 5% Stationery machine operators and assemblers 9% Managers, teachers and professionals 3%

3% 4% 3%

7% 5%

17% 19%

7% 1% 20%

“The Hawke’s Bay economy is underpinned by a diverse, stable, reliable and skilled workforce that has sufficient depth to support larger scale employers. The attractiveness of Hawke’s Bay as a place to live with an affordable lifestyle, also draws employment applications from people living outside the region wanting to move to Hawke’s Bay.” Karen Bartlett, Regional Labour Market Manager, Work and Income New Zealand

WORKING IN THE BAY If you want to know about people, what they can do, how they can contribute to your business and what’s going on in the Hawke’s Bay workforce, it is worth asking Murray Cowan of Grow Human Resources Ltd, a human resources and employment relations and health and safety specialist company with clients throughout New Zealand. Murray works with large-scale global enterprises to small, family-owned businesses and he does it all from Hastings because he’s an outdoorsy sort of person who loves the lifestyle. Hawke’s Bay, he says, has an abundance of available labour and delivers up a huge number of candidates for a diverse range of positions. And if they are not totally up with your type of play, the EIT runs more than 130 certificate, diploma, degree and post graduate courses to get them ready.

There is a readily available, strong candidate pool of workers in Hawke’s Bay. Example: A transport company receiving 148 applicants for an advertised data entry role. Whittled down to a shortlist of 24 but there were not many of the applicants who failed to get consideration.

“There are more good people than jobs so there is no difficulty finding the right people,” he says. Murray Cowan, Director, Grow Human Resources

“There are more good people than jobs so there is no difficulty finding the right people,” he says. Kiwibank’s decision to establish a regional branch, with customer contact centre and back office operational functions, puts the spotlight on the region for similar propositions. Murray says another plus for such employers is that there is likely to be a lower rate of staff turnover because workers are committed to the region and won’t flick between similar employers. Business in Hawke’s Bay is good for those with talent. His company employs nine staff, with three of those being new recruits this year.

Greg Brittin, Customer Services Manager, Hastings District Council

CASE STUDY We typically enter the labour market once or twice a year seeking high quality customer service people to work in our contact centre and front of house service centre. Without fail, the number of applications exceeds 100 every time, with the majority (around 70 percent) being from people in employment and seeking a new challenge or a role to better utilise their skills. The role at Council is a complex one, the range of activities and potential enquiries is huge and we need quality people to deliver the very best to our citizens. The contact centre adds another dimension to our requirements, however the diversity of candidates never fails to impress, with applicants having a vast range of industry experience gained locally, elsewhere in New Zealand and in many cases overseas. Further, I would expect somewhere in the region of 15 percent will have either completed or be in the process of completing a tertiary qualification from a university or polytechnic.

In my experience we have always had a shortlist of candidates who are more than capable of doing the job; usually 25 percent are suitable for shortlisting, however such is the competition that only those who really stand out on paper and in our telephone screening will be formally interviewed.

Without doubt there are quality people here in the Bay and also a good number looking to relocate for the lifestyle alone. As a result finding the right people has never been an issue for us; in fact we often have to turn down some very capable people.

Parents want to give the best to their children, and an excellent education is perhaps the best gift of all. The United Nations Human Development Education Index ranks New Zealand’s system in the top 10 world-wide. International students come to study in a safe country where education standards are high. Our children usually start school when they are five years old. They spend approximately 13 years at school, gaining qualifications to attend university, institutes of technology or joining the workforce. Education for preschoolers is also encouraged, with a variety of learning centres for these youngsters. Hawke’s Bay has some of the best schools in New Zealand. Highly regarded integrated schools in Havelock North include Iona College and Woodford House. Both cater for girls in years 7-13. Hereworth School, a private school that specialises in education for primary and intermediate aged boys, is also in Havelock North. Lindisfarne College, in Hastings, caters for boys in years 7-13. These schools offer

WORLD CLASS EDUCATION

choices of being a day student or living at the school’s hostel accommodation with other students. International students sometimes prefer to stay with local families so that they can improve their English and learn more about our way of life. Government funded secondary schools include Hastings Boys’ High, Hastings’ Girls High, Flaxmere College, Karamu High, St John’s College, Havelock North High, Hukarere Girls College, Napier Boys’ High School, Napier Girls’ High School, Sacred Heart College, St Joseph’s Maori Girls’ College, Tamatea High School, Taradale High School and William Colenso College. Student numbers at each school range from between 300 to 1,000 pupils. There is also a variety of excellent learning centres for pre-schoolers, primary and intermediate choices. It is safe and easy to get to school each day. Students walk, cycle or take a short bus ride. Tertiary education is provided by EIT (Eastern Institute of Technology), offering programmes from certificate to Masters’ degree level. The student-lecturer ratio is significantly lower than at big-city universities, allowing a more personal approach and easier access to lecturers. There is an added enticement for local school leavers – EIT offers a fee-free, first year of degree study to qualifying students

LIFESTYLE

GREAT LIFESTYLE GROWS ON YOU Enjoy a lifestyle that brings happy, relaxed days with plenty of new opportunities. Great for your health, great for families and great for whatever you like doing when the work day is done.

When you return home from a visit to Hawke’s Bay, you will tell your family and friends that Hawke’s Bay would be a great place to live. People are friendly and smile when they pass you on the street. Summer is from October until March when the sun sets between 8pm and 9pm. The weather during the rest of the year is also pleasant. This makes Hawke’s Bay a great region for people who love to be outside. The region is famous for the produce it grows: fruit, meat, vegetables and grapes for delicious wines. Fishermen bring their catch back into Napier so there is always fresh fish, crayfish and other delicacies straight from the sea. Natural products, such as those made from wool, lavender or olive oils, and from the honey bee are easily found.

There are museums and art galleries, produce markets where locals buy and sell, beaches for swimming, surfing and boating, and more than 170 kilometres of cycle trails. Visit Hastings at the start of Spring (September) for its glorious Blossom Festival, or Napier in February for its Art Deco celebrations. New Zealanders love their sport. Hawke’s Bay is no exception so we have plenty of sporting facilities and plenty of land for outdoor sports fields.

AFFORDABLE LIVING

Tamatea, Napier

$295,000

Central Hastings

$499,000

Poraiti, Napier

$545,000

Havelock North, Hastings

$649,000

Commuting

0-30mins

TO DRIVE AROUND NAPIER AND HASTINGS AREA

Parking

$0-$5 FOR THE DAY

BIG CITY RELOCATION TO THE PROVINCE SAVINGS The Cost of Living, particularly for accommodation is far more affordable in the New Zealand regional centres than the larger cities. The cities and towns in the Hawke’s Bay Region in turn afford a competitive cost of living with access to comprehensive community infrastructure compared with the rest of New Zealand. INDICATOR Median annual total personal income $ Average earnings for continuing jobs year end Sept 2012 $ (linked employer/employee data) Median earnings for continuing jobs year end Sept 2013 $ (linked employer/employee data) Average weekly total household expenditure 2013 $ (North Island other than Wellington and Auckland)

EXECUTIVE HOUSING

$400,000 +

HAWKE’S BAY NEW ZEALAND PARKING & TRANSPORT 26,100

28,500

$5,000 + ANNUALLY

46,550

54,160

41,950

46,440

COMMUTING 8+ HOURS A WEEK

PRICELESS FULL RANGE OF SPORT, ACTIVITY, OUTDOOR LIVING

992.20

1111.40

Data Sources: 2013 Census, Statistics New Zealand, Quotable Value New Zealand, Real Estate Institute of New Zealand and Massey University.

PRICELESS GREAT EDUCATION OPTIONS

PRICELESS ALL BUSINESS AND COMMUNITY SUPPORT SERVICES

PRICELESS EASY CONNECTIVITY TO NEW ZEALAND AND THE WORLD

PRICELESS PEOPLE ARE FRIENDLY AND HELPFUL

PRICELESS 37

SUPPORTING BUSINESS CENTRE DEVELOPMENT Hawke’s Bay has a great workforce at the ready but if you want to bolster the customer experience that your team delivers, it’s all on tap at EIT. Fred Koenders is Dean of Commerce at EIT. The great thing about tapping into his support is that he knows the importance of having a competitive edge. He’s a successful triathlete and has complemented his general management background and under-graduate study with a Masters of Business Management degree. There are several levels at which EIT can support your business. It runs more than 130 different programmes, with one-third of students studying degrees or post graduate qualifications. Graduates from its Bachelor of Business Studies and Bachelor of Computing Systems are ready to step into a whole range of introductory, supervisory or middle management roles.

“Our experience shows EIT graduates easily find jobs in Hawke’s Bay or, indeed, worldwide because our programmes are designed to meet the needs of industry,” says Fred. But the certificate and diploma courses are also providing highly skilled employees for Hawke’s Bay businesses. These courses cover subjects such as customer service, customer processing and office management – exactly the knowledge required in busy contact or business processing centres. EIT is also a great place to seek advice if you want to add more power to the team you’ve already selected or have new recruits who need a little polishing.

“We also tailor courses on request. It may be week-long courses on subjects from customer service through to project management. We can conduct them at the company’s premises or staff can come to our attractive and well-resourced campus,” says Fred. “Our lecturers and tutors for these courses have come from industry so they know the needs of industry. They’ve added teaching skills to their industry knowledge and are highly qualified to help develop new skills for participants.” Another important attraction for companies relocating to Hawke’s Bay, particularly for the families of employees, is the study opportunities at EIT for young people. They can gain quality education while enjoying a great lifestyle. There is an added enticement for local school leavers – EIT offers a fee-free, first year of degree study to qualifying students. It holds the highest ranking with category one status from the New Zealand Qualifications Authority, which measures EIT’s education quality and its ability to selfassess making EIT one of New Zealand’s pre-eminent tertiary institutions. “There is huge potential for large or small companies to put their employees through training courses at EIT,” says Fred. EIT is also ranked as one of the top two institutes of technology in New Zealand in the Performance Based Research Fund in 2013. Because EIT is well connected with industry, lecturers conduct relevant research which keeps them at the leading edge in their areas of teaching.

“There is huge potential for large or small companies to put their employees through training courses at EIT,” Fred Koenders, Dean of Commerce and Technology, EIT

THE KIWIBANK DEAL It’s the type of success that’s been lacking for a while but proves that great things happen in Hawke’s Bay. Ask Terry May, shareholder in HBM Ventures which owns the Hastings building now occupied by Kiwibank and the man who has project managed the multimillion dollar redevelopment. “I believe it’s already having a positive effect on the Hastings CBD and there’ll be a flow-on effect on the back of the Kiwibank relocation – it’ll stimulate other business activity.” Previously the Farmers department store, Terry says the major restructuring to convert the building to meet Kiwibank’s specific requirements has probably cost around $2.5 million but he says Kiwibank is a fantastic tenant. Kiwibank is occupying 2,200 square metres but there is another 1,100sqm available on this site.

It was a tight time frame to refit the building but Hawke’s Bay stepped up to the mark, with the team of designers, consultants and contractors all from within the region. “We’ve certainly got the capacity, ability and experience to develop a project of this type and even bigger ones,” says Terry. Danny Blair, of Colliers International’s Hawke’s Bay branch, worked with Terry and the Great Things Grow Here team at Hastings District Council, to pitch to Kiwibank. “Not only will it have a major effect on neighbouring vacancies, but investor confidence within the region is expected to rise as a consequence of this transaction. This will have a major impact on the district, both in its economic development and overall reputation as a business destination.”

Terry May, HBM Ventures

“A number of locations were considered for the new office but Hastings provided the best fit with the bank’s requirements,” says Kiwibank Chief Executive Paul Brock. Kiwibank Communications Manager Bruce Thompson says Hastings, and the wider Hawke’s Bay region, is a distinctly different territory to Wellington and Auckland. In making our decision, we were confident that the area would provide us with good local resources, as well as being an attractive place for our staff who were looking to relocate.

Paul Brock, Kiwibank Chief Executive Officer

• Up to 140 people working in new regional office by end of 2015 • 40 employed in first round of contact centre recruitment, 60 by end of 2015

New Kiwibank Milestone… and it’s in Hawke’s Bay Kiwibank – they say it’s the bank New Zealanders can call their own. After 13 years growing a great name for itself in the banking industry, it has reached another big milestone with the opening of a new office in Hastings. It involved a collaborative effort, with thrust from the Great Things Grow Here team at the Hastings District Council, to seal the deal. The story began with Kiwibank reviewing its business continuity strategy and deciding a strong regional office was required to reduce the risk of having most of its transactional services based in Wellington and Auckland. Enter property owner and developer Terry May who approached the Council for help to build a compelling case to entice Kiwibank to the region. He says that the financial part of the deal probably stacked up to be a winner but the Council put a heavy-weight front on the proposal and he believes that made the difference.

• 30 employed in back-office operational functions • 3,000 applications to date for operational jobs (processing financial and mortgage documents) • 1,500 applications for customer contact centre roles Many of the applicants were from Hawke’s Bay but others were from around New Zealand who wanted to relocate to the region. Wellington Kiwibank staff were also given a choice to relocate, and there is already positive feedback that those who have taken up the option have enjoyed their first Hawke’s Bay summer. The recruitment process was significantly different to previous Kiwibank experience of recruiting for customer contact centre positions where high numbers of university students, with the flexibility to fit around the seven-day shifts, provided a ready source of labour. In Hawke’s Bay, the successful applicants came from a variety of backgrounds and often had a wealth of life experience. “People are Kiwibank’s greatest asset. We like to keep them engaged and happy, to provide an upbeat and fun work environment. The Hawke’s Bay staff will be on the same pay scales as our other staff throughout New Zealand,” he says.

“An eye opener for us was the variety in the Hawke’s Bay workforce. People come from a broad range of backgrounds and many of them bring a lot of life experience, which we believe is a good thing.” Kiwibank Communications Manager, Bruce Thompson 40

THE PROPERTY MARKET… VALUE FOR DOLLAR “It’s a good time to come,” proclaims Frank Spencer, a director of Hastings property valuation and advisory company Logan Stone Ltd, when describing opportunities in the twin-city Hawke’s Bay region.

There is ample supply and competitively priced land and property options and it is cheaper to build in Hawke’s Bay than in other centres where demand has resulted in an escalation of costs.

Why? Because, he says, the cities are ripe to replicate the Kiwibank experience and it’s important that they do. You get good value for your dollar, there are lower occupancy costs where labour is intensive and, he reckons, the high standard of living probably means your staff will be more productive.

Rental costs, compared to the rest of New Zealand, are also favourable, depending on locality, quality and age of properties. Additional benefits involve landowner flexibility to accommodate specific tenant requirements. For example, the building now housing Kiwibank was previously a department store but has undergone cost effective conversion to office space.

“The property market provides good opportunities for the relocation of modern businesses that involve mind workers and technology, in addition to processors and services in the primary sectors,” he says.

“The facts show that there is economic opportunity to do those conversions,” says Frank. “Employees have a better lifestyle, better quality and affordable housing and so their salary goes further.”

“Construction demand elsewhere has seen an escalation in costs but that has not occurred here yet.” Frank Spencer, Director, Logan Stone

HAWKE’S BAY COMMERCIAL CITY PROPERTY The following property profiles are examples of suitable properties for conversion to contact centre and business processing operations. Landlords / Developers, Realtors, Project Managers, Local Government and the Construction Industry have the depth and skill to work collaboratively to deliver projects to specification and on time and budget. After a strong finish to 2014 Cam Ward and Danny Blair of Colliers International Hawke’s Bay are finding that 2015 has strong investor demand and continued tenant enquiry across the board as buildings continue to undergo strengthening and redevelopment. Confidence in Hawke’s Bay increased over 2014. This was due to a rise in the number of employees and a decrease in the unemployment rate, annual

increases in the number of businesses, higher levels of retail spending and a lift in construction and development activity. The continuation of Hawke’s Bay’s positive economic performance provides promising expectations for demand-led expansion in 2015. Danny has found Tenant demand is growing, with the number of office related employees and businesses, both increasing by 2% over the last year, according to Statistics New Zealand. The financial and insurance services sector led the way, with the most number of businesses ever recorded and the second highest number of employees. A jump in administrative and support services by almost 500 new employees created an 11.4% increase in jobs between 2013 and 2014. With an average office density of 20m² per person, the new employees in Hawke’s Bay will drive the

need for additional office space of just over 6,000m². ‘This has soaked up some vacant space, while also buoying future development activity. Danny is expecting more market movement through 2015. Many businesses are evaluating their requirements 18 months out of a lease expiry or renewal and are keen to see what other options are out there well in advance.” Greater performance indicators in the office sector over 2015 will spur investors to reassess risk margins, while remaining cognisant of seismic strength and capital expenditure. Renewed confidence in the industrial sector has buoyed development activity. In 2014, the highest amount of floor space for new industrial-related premises was consented since 2005 with almost 50,000m² of space. Colliers International have also noticed tenant demand for premises being upbeat given the growing optimism in the economy, which augurs well for investors. Rents remain steady with landlords and developers meeting the market for quality tenancies. Having helped broker the Kiwibank Regional Centre Transaction in Hastings in 2014, Colliers are strongly supportive and involved in the Hawke’s Bay united effort to bring more Contact Centres and Business Processing activity to the Bay City’s.

Re-Developed Ready for Occupation 200 MARKET STREET NORTH, HASTINGS CENTRAL • 500-1110m² ground floor retail or office space • Neighbouring new Kiwibank Business Hub • Over 20 onsite carparks • High profile corner site in the heart of the CBD join leading professional firms • Potential 150 seat call centre Well located property, situated on the busy Queen Street and Market Street corner. This property will attract medium to large office tenants. Neighbouring tenants include ASB, ANZ, Kiwibank, NZ Post, HBS, and Co Operative Bank. Kiwi Bank have recently secured 2500m² of the redevelopment, leaving various options still available in an A grade Hastings site.

Corner Profile for Re-Development 314 MARKET STREET NORTH, CENTRAL HASTINGS • Huge exposure • 565 m2 ground floor plus 75 m2 mezzanine • Potential 70 seat plus call centre • 14 on site car parks • Design and build to suit tenant requirements Located on the corner of St Aubyn Street and Market Street (the main east to west arterial route) provides this property with excellent profile and visibility. To be redeveloped to suit a specific tenant brief into either retail or office. Proximity to the K Mart shopping and Park Megacentre will be a major attraction for office staff. Available for occupation from late 2015.

Strategically Located Office Space EASTBOURNE HOUSE, 507 EASTBOURNE STREET, HASTINGS • 2,000m² over two levels • Efficient floor plates • Ample onsite parking • Strategic location Strategically positioned with excellent natural light and huge exposure. The landlord will offer tenant incentives and refurbish to suit any incoming tenant.

Massive Ground Floor Option 301 MARKET STREET NORTH, HASTINGS • Total floor area 2528sqm • Ample onsite parking • Strategic location • Options available from 1000sqm • Motivated vendor - negotiate your lease This property is well located on a corner site with a high traffic flow providing excellent profile. Neighbouring tenants include K-Mart, Super Cheap Auto, Spotlight, Harvey Norman and more. A substantial, well-appointed building in a strategic Hastings location. Landlord will refurbish to suit any incoming tenant. Very competitively priced.

300 ST AUBYN STREET EAST, HASTINGS • 1020m² - 2200m² • High profile location with good traffic flow • Huge onsite car parking Join the anchor tenants Warehouse Stationery and PK furniture in this excellent location. Neighbouring businesses also include Freedom Furniture and Harvey Norman. Flexible rates and fit-out packages to suit your requirements. Efficient space with no pillars.

New Office Space in Ahuriri 1 WRIGHT STREET, AHURIRI • Various options and sizes from 109m² to 428m² • 100% NBS seismic rating • On-site carparking • Superb Ahuriri location

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Key features include seismic strengthening (100%NBS), excellent location, on-site parking, and high-spec fitout. Another major plus – the Ahuriri Boardwalk and local cafes/ restaurants are within a minute’s walk.

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The newest office space in Ahuriri, recently redeveloped with both retail and office tenancies available, ranging from 109m² to 428m².

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Affordable Office Accommodation 124 MARKET STREET NORTH, HASTINGS • Options ranging from 70m² to 850m² • First floor office space • Across the road from council car parking • Car parking available Excellent office space for your business 70% NBS, common areas are fully refurbished, new lift in building and efficient floor plate.

100% NBS Rating DUNVEGAN HOUSE, 215 HASTINGS STREET, NAPIER • Approx. 1,063m² available over two levels • 100% NBS seismic rating • Fit-out packages available A well maintained building with excellent natural lighting and plenty of options. Centrally located in the heart of Napier’s CBD and a short stroll to Emerson Street. Fit-out packages and options for car-parking are both available. The building has two lifts to get you and your clients to your floor promptly.

Affordable Office Accommodation 265 MARINE PARADE, NAPIER • Approx. 1,000m² • Tidy and Spacious • Napier CBD location Tidy and spacious office located in the Crombie Lockwood building on Marine Parade, Napier. 1000m² of office space located in close proximity to the courthouse. The perfect location for office professionals looking for proximity to services.

HAWKE’S BAY OPEN FOR BUSINESS We appreciate the challenges of expanding or relocating your business to our region so we’ve put together a team of really smart people to make it easier, more efficient and to simplify the process. The team provides a wrap-around service covering advice and support on all the required planning and resource consent procedures, investment and growth opportunities and the strategic planning going on around the region. The Hastings District Council has plenty of essential data on key considerations such as property availability, services, facilities, pricing, workforce skills, resources, lifestyle and education. And what we don’t know, we can find out from somewhere else within the council or put you in touch with our contacts and networks to make sure you get the answers you need.

Tony Gray EXECUTIVE PROJECT ADVISOR

+64 (0) 21 939 593 tonyg@hdc.govt.nz

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There may be a financial incentive available for significant new developments that create sustained economic growth and new jobs in specific sectors.

For more information on Hastings District and Hawke’s Bay and to view our promotional videos please visit: www.greatthingsgrowhere.co.nz Craig Cameron ECONOMIC DEVELOPMENT MANAGER

+64 (0) 27 602 4213 craigc@hdc.govt.nz

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Lee Neville ECONOMIC DEVELOPMENT PROJECTS MANAGER

+64 (0) 27 801 1601 leen@hdc.govt.nz

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HASTINGS DISTRICT COUNCIL 207 Lyndon Road East Hastings 4122 Private Bag 9002 Hastings 4156 Phone 06 871 5000 Fax 06 871 5100 Hastingsdc.govt.nz customerservice@hdc.govt.nz

TE KAUNIHERA O HERETAUNGA