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JUNE JULY 2012 VIEW ONLINE AT JERSEYCHAMBER.COM JERSEY S BI-MONTHLY BUSINESS MAGAZINE ISSUE 8 tinguishes Steve Jobs Innovation dis lower between a leader and a fol PLEASE TAKE ONE Designs on the Future TECHNOLOGY IN JERSE Y P Page 41 Educate to Accumulate How does Jersey prepare its pupils for work Page 78 Playing Safe Connect talks risk with the JFSC Page 68 Space Invader A radical plan to boost shops in St. Helier with better parking Page 20 Often change your travel plans FREE ticket changes online up to 2 hours before departure. ON THE COVER MAKING A SPACE We launch a new plan to improve parking in St. Helier. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 REGULARS LOCAL NEWS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 06 PEOPLE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 CHAMBER EVENT Dame Mary Perkins Specsavers . . . . . . . . . . . . . . . . . . . . . . . 17 WOMEN IN BUSINESS The Old Government House Hotel and Spa . . . . . . . . . . . . 60 MARKETING BOARD The Refinery. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 UNPLUGGED John Harris . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 IF I WAS ELECTED... Colin Macleod. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 NO ORDINARY DAY JOB Kristina Le Feuvre. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 PUBLICi Richard Rolfe. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 THE ADVISER Olaf Blakeley . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 20 38 27 IT TECHNOLOGY & TELECOMS Ibex . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Cable & Wireless . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 JT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Calligo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Level Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Itex. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 INSURANCE & PENSIONS First Actuary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Collas Crill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Spearpoint Retirement Services. . . . . . . . . . . . . . . . . . . . . . . . 54 60 48 73 MOTORING JEC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 FEATURES Voisins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 CONNECTion Breakfast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Radisson Blu Waterfront Hotel . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Barclays on Responsible Lending . . . . . . . . . . . . . . . . . . . . . . 56 ESSENTIALS HOTELS TRAVEL TECHNOLOGY . . . . . . . . . . . . . . . . . . . . . 81 02 CONNECT JUNE JULY www.jerseychamber.com 68 36 CONTENTS JUNE JULY 2012 ISSUE 8 65 78 74 WANT TO BE IN THE NEXT ISSUE OF CONNECT Scan the QR code to access Bailiwick Publishing s Media Pack www.jerseychamber.com JUNE JULY CONNECT 03 Only one global communications company has invested 80m in the Channel Islands providing network links to the global business community (What s more we re based right here so no matter where you do business around the world we ll make sure your solutions are just around the corner) Email us in business sales at business surecw.com www.cwc.com Welcome FURTHER INFORMATION JERSEY CHAMBER Jersey Chamber of Commerce Chamber House 25 Pier Road St Helier Jersey Channel Islands JE1 4HF Telephone 01534 724536 Fax 01534 734942 Email admin jerseychamber.com The Chamber office is open from Monday to Friday 9.00am - 5.00pm and has two rooms for hire with facilities for a small charge. CHAMBER ONLINE For all the latest news and events visit www.jerseychamber.com If you would like to become a member of Chamber application forms are available online to download. PUBLISHERS If you would like to appear in Connect have a story to tell or simply want to receive a copy then get in touch with the publisher I received a tweet the other day with an image attached. It was a picture of a sign that had been placed on the door of a bookshop containing the quotation Amazon has generated sales of more than 7.6bn in the UK without attracting any corporation tax on the profits from those sales. We paid enough tax last year to pay for a student nurse with your help we could pay for a teacher too . It s an example of the growing sense of injustice that some in societies across the globe feel toward the large pan-national businesses a perception rightly or wrongly that they aren t paying sufficient tax to the government of the countries in which they do business. That perception has led to the setting up of such protest groups as Occupy whose cause is boosted by an ever increasing income gap as in the UK the income of the poorest individuals has fallen further behind the average whilst the richest have moved further ahead. The finance industry of the Channel Islands thus finds itself in a very difficult place. We sit on the edge of a Europe that is struggling to come to terms with an unprecedented recession. The electorate might be unwilling to swallow the austerity pill because it is felt that the social consequences are too high. So governments fall as a disgruntled populace seeks out those who are perceived to be responsible for their current predicament. Offshore finance is often a scapegoat which is then in the cross-hairs of newly elected governments. So where does that leave Jersey Plc. one of the best regulated offshore jurisdictions in the world There will always be a place for well-regulated offshore centres Jersey with its great geographical location and depth of professional skills has a lot to offer but as we ve seen recently with the demise of the LVCR industry not everyone wants to hear the Jersey tune. What should Jersey s strategy be How do we change perceptions so that we are seen as a force for good (or at least no harm) and not as our detractors would suggest a place where corporations and individuals can avoid tax Simply being on the relevant white lists is by itself no longer good enough. David Warr President Jersey Chamber of Commerce Bailiwick Publishing (LCI) PO Box 848 St Helier Jersey JE4 0XA Telephone 01534 887740 BAILIWICK PUBLISHING ONLINE www.bailiwickpublishing.com EDITOR James Filleul Email editor bailiwickpublishing.com ADVERTISING Julie Todd Telephone 07781 116713 Email sales bailiwickpublishing.com SUBSCRIPTIONS Email subscriptions bailiwickpublishing.com DESIGN AND PRODUCTION Mark Jackson Email studio bailiwickpublishing.com Arkwork under 10Mb in size may be sent to this address. Connect can be downloaded at www.jerseychamber.com Please recycle this magazine. Follow us on twitter connectjersey www.jerseychamber.com JUNE JULY CONNECT 05 News Sinels and Bean Around the World support the JSPCA and Meals on Wheels in new charity partnership Two Sinels Sensations coffees White Chocolate and Espresso Indulgence an espresso with white chocolate and steamed milk in a short glass - have been created by baristas at Bean Around the World in support of a fundraising drive launched recently by law firm which is celebrating its 25th anniversary this year. In addition there is Sinels Sundae Sensation - a small sundae with vanilla ice-cream espresso and cream. All are available from Bean Around the World on the corner of Beresford Street and Halkett Place. Fifty pence from the sale of each coffee will be donated to two of Sinels chosen charities Meals on Wheels which celebrates its 50th anniversary this year and the JSPCA. Throughout the year Sinels staff are aiming to raise 25 000 in aid of 25 Jersey charities. The launch of the Sinels Sensations coffees at Bean Around the World is one of a number of initiatives planned for this year with staff at aiming to arrange a number of fundraising activities including a flagship gala dinner and a family fete. Philip Sinel Senior Partner of Sinels said To mark our 25th anniversary this year we wanted to give something back to the local community and raise a significant sum for Jersey charities. It s fantastic that Bean Around the World have agreed to team up with us to help achieve this aim and I would encourage people to sample the two specially created coffees whilst they can - they really are a treat and very tasty David Stokes owner of Bean Around the World added Helping to support local charities is something we believe passionately in so when we heard that Sinels was embarking on this ambitious fundraising drive we were only too pleased to help. Sinels Sensations Launched at Bean Around the World Islanders can enjoy two limitededition speciality coffees and help raise money for local charities at the same time thanks to a joint initiative between law firm Sinels and coffee house Bean Around the World. KPMG seminar provides insights into offshore and cross border insolvency About 70 businessmen and women attended a recent KPMG seminar entitled Averting D sastre Insights into offshore and cross border insolvency. The seminar presented by restructuring professionals Stuart Gardner and Mike Pink provided an overview of the local insolvency landscape as well looking at the high profile special administration of MF Global UK Limited. Mr Gardner restructuring senior manager for KPMG in the Channel Islands used examples from local experience to demonstrate the similarities between large high-profile global insolvencies such as MF Global and those at a local level. Regardless of size or complexity the duty of liquidators remains the same to protect and preserve value for all stakeholders. Even 06 CONNECT JUNE JULY www.jerseychamber.com seemingly straight forward liquidations can encounter unforeseen complexities or problems and this is where the timely and pragmatic solutions offered by an experienced insolvency professional can assist in preventing futher value erosion he said. Over the past 18 months we have seen an increasing number of distressed situations and the indicators suggest that we might see an increase in the number of formal insolvency proceedings locally and in the similar jurisdictions that we work in. We continue to stress the importance of considering all options as early as possible. Joining Mr Gardner and providing further insight to the wider European picture was KPMG London s restructuring associate partner Mr Pink. Mr Pink is joint special administrator of MF Global UK Limited and Dunfermline Building Society and has 25 years of insolvency experience. He provided his own perspective on the European insolvency landscape taking into account the Euro currency stability issues the sovereign debt crisis and the rebalancing of economies in the wake of the financial crisis. He identified real estate retail and construction as those industries most likely to become overleveraged and facing issues such as liquidity and debt refinancing. The second half of his address looked specifically at the administration of MF Global UK Limited an administration under the provisions of the UK Investment Bank Special Administration Regulations 2011. Calligo provide the biggest set of cloud service offerings for the Channel Islands Cloud is the future Business efficiency through the cloudTM Framework Security Infrastructure Applications Open Source Storage Compliance Desktop Network Consultancy Infrastructure Desktop Disaster Recovery Contact us to find out how we are already transitioning offshore businesses to the cloud www.calligo.net 44 (0)1534 766949 I info calligo.net I www.calligo.net calligocloud News C5 Alliance acquires Cronus disruption of service to any Cronus or C5 Alliance clients all maintenance contracts will be honoured and will be delivered using the combined skills of both organisations staff. All staff across C5 Alliance and Cronus will remain employed following the acquisition and the two companies will retain separate names and identities. Mark Loane CEO of C5 Alliance commented that there is a strong crossover in core values between the two local companies. They are both client-focused organisations which we believe will have great synergy. The acquisition of a company like Cronus which has a team of high quality developers will allow us to increase the capacity of the C5 business solutions team and in turn our offer to our client base. Cronus extensive experience in the development of regulatory and supervision systems for financial services regulatory bodies is a perfect complement for C5 s work on the delivery of e-government solutions he said. Christos Valerkou founder Cronus said At Cronus we have always aimed to put our clients needs at the centre of everything we do and C5 has that same unceasing client-focus. We believe that the synergies experience and qualities of the two companies will complement each other and provide a platform to deliver exciting new products and services to our combined client bases in the Channel Islands. Channel Island IT consultancy C5 Alliance Ltd. has acquired Jersey-based integrated IT solutions company Cronus Ltd. Cronus will remain focused on software products and cloud services but is now a wholly-owned subsidiary of C5. There will be no GOT NEWS Email us at editor bailiwickpublishing.com Jersey s legislative and regulatory frameworks have positioned it ahead of the game Jersey s pioneering role in developing a strong judicial and regulatory framework is enabling it to continue attracting compliant and high quality private client business according to panelists at a conference held in London. international UK and Jersey practitioners it was also suggested that there were specific opportunities for Jersey to focus on and grow its wealth management services for ultra high net worth individuals. The increasingly blurred definitions of reasonable and egregious tax avoidance schemes were also discussed. Keynote speakers at the event were broadcaster Nick Robinson who offered the audience an overview of the current global political landscape and his views on what this means in terms of future wealth creation and Tom Purves former CEO of Rolls Royce who discussed the challenges in creating wealth and the importance of integrity and a strong credible brand. SUPPLIERS OF LIFE FITNESS HOME EQUIPMENT Visit our showroom at GoodHealth Harbour Reach La Rue de Carteret St. Helier An expert panel of speakers at the Jersey Finance Annual London Conference told an audience of over 200 wealth management professionals that Jersey s ability to develop high quality legal and regulatory systems has earned it a global reputation as a leading centre for the right kind of private client work. In the two expert panel sessions at the debate which included a number of Tel. 633109 www.the fitnessagency.co.uk 08 CONNECT JUNE JULY www.jerseychamber.com levelmedia innovation online Maximise your online reach Web design & online marketing specialists www.level-media.com Web Design & Development Search Engine Optimisation Viral Marketing Campaigns Digital Strategy & Planning E-commerce Websites Mobile Application Development Call us today and let us show you how we can take your online presence to the next level First Floor 60 Halkett Place St Helier Jersey JE2 4WG E info level-media.com T 01534 888978 News Appointment bolsters JT Lab worldwide reputation As part of the next phase in its Gigabit Isles initiative JT has announced the appointment of Dr Peter Cochrane as global ambassador for JT Lab. Dr Cochrane has an established international reputation as an expert on fibre-to-the-home technology and his views on the topic are sought by organisations governments and professionals around the world. In his capacity as JT Lab ambassador Dr Cochrane will work closely with JT s Global Enterprise team as an independent consultant drawing on his 40 years of technology and operational experience. He will also be responsible for introducing and developing key business relationships to drive new and future opportunities for JT and JT Lab and will recommend innovative technologies businesses and possible acquisitions that will generate new revenues for JT. Managing director of JT s Global Enterprise division Tim Ringsdore said It is vital that what we are doing here in the Channel Islands is brought to the attention of key telecommunications and technology companies around the world who can benefit from the truly unique opportunity we can offer. Peter s belief in what we are doing together with his breadth of influence and contacts within the industry make him an ideal ambassador for JT Lab and we are absolutely delighted to have him on board. Speaking of this new role Dr Peter Cochrane said JT are innovators in fibre-to-the-home technology and I am very pleased to play such an important role in helping them take their gigabit strategy to the next level. The fibre-to the-home roll out and Next Generation Network technology make the Island an ideal example of how other countries should be progressing and as the keynote at the FTTH Conference earlier this year I was pleased to highlight Jersey as the leading light in this new role I look forward to further supporting JT. Dr Peter Cochrane Investec chief economist likens the Euro crisis to A plague on both our houses Investec chief economist Philip Shaw likened the Euro crisis to A plague on both our houses at a breakfast seminar in Jersey. He focused on the impact of the Euro crisis recent political elections in Europe on the UK economy and the potential devastating impact of a Euro currency break up. Mr Shaw gave reasons why the UK s recovery has been sub-par compared to other countries including Japan the USA and Germany. He cited bank credit remaining subdued the UK s austerity package weighing down growth inflation remaining above the government s target of 2% and the Eurozone s continued struggle impacting the UK as more than 50% of the UK s export trade is with its neighbours. Last year we underestimated the rise in food and energy prices which have had a significant impact on inflation. We have also seen fiscal policy tightening a programme which runs through to 2017 but with the most stringent measures front loaded in the 2011-2012 period. Currently ranked 90th in the Global Competitiveness Report between El Salvador and Lebanon Greece has the highest account deficit of the Eurozone at 7.9% of GDP . With an election likely to take place in Greece in June there is a possibility that an anti-bailout party might take governmental control. If this were to happen we could see Greece default on its loans leading to Greece leaving the Euro currency. He said there are four ways that this crisis will end Greece seconomycouldgrow out of its current problems. TheEurozonecould muddle through for a few years with a managedexitfromtheEuro currencyforGreeceatalaterdate. GreececouldexittheEuro currency almost immediately but with the effects being contained on a global level. Greececoulddefaultonits loans resultingintheEuro currency breaking up and a global recession. I believe it would be most likely that the Eurozone opt for option two. However it s more likely that option three will be reality with Greece s exit from the currency being managed sooner rather than later. In our opinion keeping the Euro together even without Greece is critical at this stage. 10 CONNECT JUNE JULY www.jerseychamber.com Clear investment.Pure energy. THE ALL-ELEC TRIC COMMERCIAL VEHICLE IS HERE Whatever size your business you can now cut your transport costs and your carbon emissions down to size with all-electric commercial vans and fleet cars. Electric motoring can cost as little as 1.65p a mile on Jersey Electricity s off-peak Economy 7 Tariff. We can also advise on safe secure easy-to-install charging points appropriate to your business and home. We are also investing in infrastructure to enable you to charge your electric vehicles on the move by installing charging points in various car-parks and sites across Jersey. Help your business evolve to a better more sustainable business with electric vehicles and Jersey Electricity. NOW WE RE IN BUSINESS News Jersey Construction Awards 2012 Nominations are open for the 2012 Jersey Construction Council Awards. JeCC Awards Chairman Steve Jewell said that following the success of the 2011 awards and the high-quality entries received across the range of categories the council was looking forward to celebrating the best work of the industry in the past year despite the challenging economic times. Steve said This is the industry s chance to once again display the best of Jersey and the groundbreaking quality work that it delivers. With nine diverse categories to enter the awards panel has worked really hard to make the event truly accessible to all businesses in the industry . The 2012 Jersey Construction Awards gala dinner will be held on Saturday 22 September in the Great Hall at the Hotel de France. The evening offers an insight into the scope of work local training and expertise available within the Island s construction industry. The 2012 awards categories are JerseyElectricitySustainability Award JeCCTradespersonoftheYear HarscoInfrastructure Apprentice Student of the Year IndustryAchieveroftheYear RossboroughSub-Contractor Supplier of the Year CondorLogisticsBusinessof the Year ProjectoftheYearUnder 1 million CondorLogisticsProjectof the Year Over 1 million InsuranceCorporation Consultant of the Year Finally the JeCC Lifetime Achiever Award is voted for by JeCC board members. The closing date for nominations is Friday 15 June. Itex wins award for Customer Service Itex has won the Best Customer Service of the Year in the 2012 Egaming Review awards. The Awards now in their third year - celebrate the very best service providers and B2B Operators in the online gaming industry and recognise the achievements of suppliers from across all the major eGaming disciplines. The IT service provider was shortlisted in three categories and beat off some strong competition including GameOn Marketing Limited and Manx Telecom to win the Best Customer Service award. The judging panel was made up of representatives from some big hitters in the industry including brand names such as BskyB and William Hill. Glyn Harris Head of Sales for Itex in Guernsey who collected the award on behalf of the company said This really is a fantastic achievement for us. Quality Client Service delivery is at the core of Itex s work ethos and to be recognised in this way is really rewarding for our team. We are particularly grateful for the testimonials that a number of our clients submitted in support of our nomination. JT s Managing Director in Guernsey Paul D Taylor who also attended the event added We at JT pride ourselves on the strength of our partnerships and the ability to work closely with other local companies such as Itex in order to provide a world class service. It s a tribute to the quality of Itex s service offering that not only have they won this award but have been recognised by their peers for their overall excellence in three different categories. It again demonstrates that by joining together offshore providers operate to the highest standards. Mark Alderton Facilities Manager Itex and Ian Jauncey MD Itex with guest entertainer on the awards night Nina Conti Ogier acts for Four Seasons on its acquisition by Terra Firma Ogier has acted for Four Seasons Health Care on its acquisition by leading private equity firm Terra Firma. The company is being acquired for a total consideration of up to 825m. Four Seasons is the largest independent provider in a 15 billion market in the UK. The Company operates 445 care homes with 22 364 beds and 61 specialist care centres with 1 601 12 CONNECT JUNE JULY www.jerseychamber.com beds. During a period of financial uncertainty Four Seasons has achieved a turnaround in quality of care and business performance and is trading profitably. Ogier provides legal professional director and fiduciary services to the group. Simon Mackenzie Ogier Group partner said We are delighted to have acted for Four Seasons Health Care in this transaction. Going forward the group will have significantly reduced debt and a secure and sustainable capital structure which is great news for residents and employees alike. The Ogier team of Simon Mackenzie Phil Le Cornu Nick Ward Jo Pitcher Raulin Amy and Caroline Chan worked alongside restructuring experts Talbot Hughes McKillop and UK legal advisors Macfarlanes LLP . People Significant management changes at KPMG There will be a seamless transition in senior management at KPMG in the Channel Islands when managing director Mark Thompson takes over as chairman. After over 30 years with KPMG chairman and senior partner Larry Catterson is to retire from the Channel Island partnership at the end of September. Jason Laity steps into the managing director role on 1 October 2012. Mr Thompson who has worked for KPMG in London and Hong Kong before returning to Guernsey in 1994 said the transition period will be smooth and it will be business as usual when he takes over the top job. We have worked hard over the years to provide our clients with a specialised service across audit tax and advisory services in the Channel Islands and our clients can anticipate no change in the high level of director involvement in their affairs Mr Thompson said. Mr Thompson who held the Institute of Directors Guernsey chairmanship from 2009 to 2011 and Mr Laity current chairman of the Institute of Directors in Jersey will have overall responsibility for the strategic direction of the business and implementation of the firm s business plan. Mr Laity who joined KPMG in 1998 and became a partner in 2001 said the current difficult economic conditions meant KPMG was currently responding to different needs from clients. We are positive about future growth for the islands and KPMG in the Channel Islands over the medium term and it is critical that we are able to meet the needs of our clients now and during the recovery. Consequently we continue to make substantial investment across the firm and in particular with our dedicated advisory practice providing services beyond audit and tax he said. Appointment at Kleinwort Benson boosts wealth management team Kleinwort Benson has strengthened its services to private clients with the appointment of Thomas Cummins as Director of its Private Wealth Management business. He joins Kleinwort Benson from Deutsche Bank International where he was Relationship Manager with a focus on those clients based in the Channel Islands and East Africa. Thomas began his career in finance in Guernsey and gained more than 16 years experience of working for various high profile financial institutions before moving to Jersey in 2003. He will look after private clients and their advisors in the Channel Islands but specialising in Eastern African business opportunities travelling extensively to this region. Thomas joins Kleinwort Benson with strong credentials and extensive background in client relationship management. This client-centric and serviceled approach fits in with the overall culture and philosophy at Kleinwort Benson said the Senior Officer Jersey and Head of Fiduciary at Kleinwort Benson Sean Baudin. This year is a landmark year for Kleinwort Benson as it marks our 50th anniversary in Jersey. Our Private Wealth Management team has been providing bespoke investment and wealth planning solutions to high net worth individuals and their families since the very start in 1962. Delta strengthens its team as Pan-Island expansion continues Cherish Chapman is latest recruit to join the Delta Production Services team. Miss Chapman takes up the newly created position as Hire Desk Coordinator as the Jerseybased company continues to develop and grow its pan-island and UK business. Miss Chapman lives in St Peter and was educated at Jersey College for Girls and Le Rocquier School. After leaving full-time education she has held a number of retail-based positions. The Managing Director of Delta Production Services Simon Gasston said We are delighted that Cherish has joined the team here at Delta. Her CV clearly demonstrates her customer-focused attitude and this combined with her attention to detail and keen work ethic makes her the perfect fit for the position. Working closely with the Delta s Operations Director Gibson Stokes Miss Chapman s responsibilities include managing the logistics of all events in Jersey Guernsey and the UK along with maintaining the high profile of the company with particular emphasis on social media and electronic communications. Commenting on her new role Miss Chapman said The position offers me a wide range of diverse tasks from those associated with the conference equipment hire to getting involved in the creative elements of event design. It will be exciting to get to grips with it all and to work with such a great team. New Service Delivery Manager for Blue Islands Blue Islands have appointed Service Delivery Manager Kevin Prescott as part of the airline s promise to deliver a premium service to all passengers and ensure that a high standard of customer service is maintained. Kevin will be making sure that the Blue Islands welcome difference experience is delivered every step of the customer journey. Rob Veron Managing Director commented Blue Islands has seen significant growth over the last year and it is vital that our high standards are maintained and consistently delivered throughout the Blue Islands experience. Kevin is an ideal candidate for this role with substantial experience in the industry and an excellent understanding of the Blue Islands brand and the high service levels we expect for our passengers. Kevin Prescott has already started with the airline and is looking forward meeting with Blue Islands passengers. Having worked at Jersey Airport for 15 years I am very well versed with the processes and protocols of an airport and what is required to maintain a high standard of customer service. Delivering the Blue Islands product with the highest level of customer service creating a smooth hassle free travel experience for all passengers in all our destinations is my number one priority. I look forward to meeting with and talking to our many loyal passengers. 14 CONNECT JUNE JULY www.jerseychamber.com Cameo in Celebration Limited edition Cameo in gold and diamonds to celebrate Queen Elizabeth II Diamond Jubilee 1952 2012 dates on Jubilee Edition Two Diamond Celebration Edition Engraving on Jubilee Edition Catherine Best Studio Catherine Best are honoured to offer two limited edition cameos celebrating the eternal hope and spirit demonstrated by the Queen during her 60 years serving the British Isles & Commonwealth. Limited to 250 the cameos are hand finished and the diamonds set in white or yellow gold by our master goldsmiths. You can select from the Celebration edition (two diamonds) or the Jubliee edition ( 60 diamonds and carving of the Jubilee dates). Both carry the Diamond Jubilee hallmark. Visit us Online The cameos and others in the collection can be viewed in the Jersey and Guernsey studios. The studios are open 9 00am 5 30pm Monday to Saturday including Bank Holidays and 9 30am 5 00pm on Sundays. Visit Our Studios The Mill Guernsey GY4 6XE The Windmill Jersey JE3 7DW ................................ catherinebest.com 7 OPEN DAYS A WEEK Chamber Lunch EVENT One of the Channel Islands greatest success stories from a business point of view is Specsavers. Starting with just one Guernsey store back in 1984 they now have 1 650 spanning the globe and an annual global turnover of 1.6bn. Indeed the company has been so successful that the business now has a market share of 49% in the UK and that has been achieved through organic growth rather than acquisition or a reliance on debt. Dame Mary Perkins founded the Specsavers Optical Group with her husband Doug. She spoke at a recent Chamber of Commerce lunch and told a packed audience at the Pomme D Or Hotel just how that considerable success had been achieved. Focusing on success www.jerseychamber.com JUNE JULY CONNECT 17 EVENT Chamber Lunch 18 CONNECT JUNE JULY www.jerseychamber.com Chamber Lunch EVENT T Exceptional Jersey law advice. Always. www.sinels.com 01534 620500 Always. For the past 25 years Sinels has provided exceptional Jersey law advice by always listening always thinking and always achieving. Learn more at our new look website www.sinels.com Corporate & Commercial Debt Recovery Dispute Resolution Employment Law Fraud & Asset Tracing Negligence Private Client Property Trusts www.jerseychamber.com JUNE JULY CONNECT 19 Convenience Stores The fact that many people have less money to spend and they seem increasing likely to spend what they have on the internet rather than the High Street poses a tough challenge for Jersey s shops. Making sure the customers who do want to shop in person can do so conveniently is clearly crucial which brought Connect to the issue of parking in St. Helier a new report suggests the solution is far simpler than you might think as James Filleul found out. 20 CONNECT JUNE JULY www.jerseychamber.com NEW REPORT ON ST. HELIER PARKING A s a starting sentence for a report this one takes some beating in terms of grabbing the reader s attention The retail industry is experiencing one of the worst trading climates for a century . Remember that s a century which has included (just) two world wars a threeday working week and a period know as The Great Depression . So to say that retailers are currently facing a time which is one of the worst throughout that whole period is strong indeed. Particularly when you add in two other pertinent facts. Firstly the above statement was made by a town centre manager not a global economist so it comes from actual first-hand day-to-day experience not an analysis of the numerical output of the latest algorithm. And secondly it comes from the town centre manager in Jersey which has reportedly been protected (How By Whom ) from the worst effects of the current recession and is a place where if the phone-ins and letters pages are any indicator there is little sympathy for shopkeepers. Jersey s Town Centre Manager is Richard MacKenzie. The quotation above is taken from a new report he has been asked to put together which is intended to revitalise St. Helier and thereby bring shoppers and visitors back into town. That report is published here for the first time and is being given strong support from The Jersey Chamber of Commerce in an attempt to get its recommendations implemented in the shortest possible time. Here s Chamber President David Warr We are giving our full support to Richard MacKenzie s proposals because we are getting so frustrated at the lack of impetus to actually do something to help local retailers. We regularly just get paralysis by analysis and genuine action sacrificed on the altar of complacency while the retail trade suffers its second successive quarter of decline. Yes there are problems which Jersey cannot influence but there are things we can do to help we just need to get moving. The main problem appears to be something we all use perhaps for much of the day but very few of us actually understand how it works the internet. Why Convenience. Sometimes it s the price sometimes it s the range available but very often it s simply convenience. Mr MacKenzie lists the internet as the main challenge affecting trade in St. Helier followed by financial climate and in bronze medal position parking . Interesting that two of the three main challenges facing town shops revolve around convenience as the bar continually goes up on what a normal person really should be able to achieve in any 24- hour period we tend to become very sensitive to anything which might consume our precious time like looking for a parking space. And when you factor in the added chore of making sure you have enough pay cards that they are all of the right denomination or most irritatingly of all scratching off the wrong number thus rendering the entire (four hour ) card invalid... well parking yourself on Photography by GaryGrimshaw www.jerseychamber.com JUNE JULY CONNECT 21 NEW REPORT ON ST. HELIER PARKING the sofa and paying by the click instead is so much more....well convenient. Mr MacKenzie s report recognises that it is all about making it easy for people they certainly won t shop in St. Helier just because it s easy to park but far more fundamentally they certainly won t shop in St Helier if it isn t easy to park. And he suggests the following seven proposals to lift that barrier and get the cars in 1) Introduce a Pay on Departure parking system to Sand Street car park and if successful to the other multi-storeys. Mr MacKenzie describes pay cards in multistorey car parks as ...one of the primary reasons for forcing people out of town. The fact that you have to anticipate the length of your stay and you are unable to extend your stay is unacceptable. If the proposed trial is successful in Sand Street it could then be extended to other multi-storys. In fact a pay on departure system is already working successfully in a St. Helier car park just across the road from Sand Street on the waterfront. The charge per hour could be set in order to encourage either shopper or long-stay parking for example with the first hour being the cheapest you then pay when you leave for the time you have parked 2) Create an additional 145 parking places on Saturday in the north of Town. His report says that this area of Town suffers the most from a lack of parking. It notes that the Transport and Technical Services Department have suggested that the Monday to Friday long term parking at Ann Place be changed to three hour shopper parking on a Saturday and utilising spare space identified in Green Street for long term parking. The main beneficiary would be the Central Market and the associated areas 3) Create 300 new shopper parking spaces. Mr MacKenzie argues that St Helier is actually well provided with parking spaces in terms of having sufficient numbers but they need to be in the right place for the right purpose and of a type which shoppers will use for example shoppers are likely to prefer flat-area parks rather than multi-storeys. As a solution he suggests reallocating 200 spaces in the east of the Esplanade car park (offset in part by reducing planting and so creating an extra 90 spaces) and 110 in Ann Court for shoppers 4) Free parking after 4 pm on Thursdays combined with late night shopping. Mr MacKenzie uses the example of Chester which he says introduced a free after three initiative and helped generate a 23% increase in the numbers visiting their town centre compared to a national decline of 10%. Mr MacKenzie is simply proposing that Jersey adopts this model on one day a week combined with late night shopping and begins the free period at 4 pm rather than 3 pm in order to mitigate the loss in parking revenue to the States. Subsequently the Constable of St. Helier Simon Crowcroft has proposed offering free parking after 3PM on each weekday. 5) States Departments to release shopper parking for St Helier. The Town Centre Manager s report refers to the Sustainable Transport Policy debate in 2010 which he says contained a proposal to work with States Departments especially Harbours to release a proportion of privately leased parking in States ownership for short stay shopper parking and to enable the provision of increased scooter and motorcycle parking 6) States Members invited to give parking spaces to shoppers. States Members currently have parking in Snow Hill and Sand Street but according to Mr MacKenzie these are the most popular parking areas for shoppers and our politicians should be invited to move these spaces to commuter (long-stay) car parks 7) Re-introduce live car park information. Here s what the Town Centre Manager says There is a public perception that it is hard to park in St. Helier and there are no parking spaces. We do nothing to alleviate this perception by supplying the public with the relevant information. Install four signs that indicate the availability of parking. This will allow drivers to go straight to an available car park thus avoiding congestion in town. Costs could be offset by pursuing sponsorship . In total he lists 11 proposals of which the first seven highlighted above all deal with parking. The other four all relate 22 CONNECT JUNE JULY www.jerseychamber.com to making sure St. Helier is seen as being clean and safe as well as providing a comprehensive programme of events attractions ad street entertainment. Effectively the parking proposals set out above could be summarised as making sure the right type of spaces are available in the right places at the right time because the overall number of them seems to be sufficient when you consider the snap-shot survey data (see Figure 1). Equally other town centres such as Chester seem to be trying new ideas which are successful and Jersey already has a pay on departure car park on the waterfront in common with many car parks across the UK. So if the volume of spaces is sufficient the basic solution to the problem is already being tried elsewhere and the technology (where necessary) is already widely in operation what FIGURE 1. Car Park Survey Saturday 10 March Car park Minden Place Sand St. Charles St. Patriotic St. Esplanade Ann Place Green St Pier Road Capacity 251 545 48 622 533 145 608 741 Spaces free at 10.00 100 295 2 453 242 19 468 673 Spaces at 12.00 6 235 0 492 109 4 423 661 Spaces at 15.00 22 278 1 456 113 0 396 655 Total car parking spaces 3 493 is left to consider Richard MacKenzie is forthright In order to decide the feasibility of these actions it must be established if States parking is designed to facilitate the most efficient form of parking in St. Helier or is designed to generate money for the Treasury Department. If it is the latter it must be acknowledged that this could affect the long term health of the Town economy . His report quotes the following figures in support of that point States Car Park Income 2010 Parking charges 5 286 000 Fines 615 000 Concession and rentals 228 000 Interest 107 000 Other 36 000 Total 6 272 000 of which 2 700 000 was paid to the Treasury. www.jerseychamber.com JUNE JULY CONNECT 23 NEW REPORT ON ST. HELIER PARKING On that basis the Town Centre Manager s view of the root cause is clear car parking is an important income stream for the States and is managed as such that takes precedence over managing the parking stock in such a way as to maximise the numbers of shoppers or visitors in St Helier. Interestingly the States 2012 Business Plan just gives TTS the objective of ...providing sufficient car parking spaces to meet the needs of the Island but clarifies that with the following success criteria i) Maintain an appropriate number and balance of town parking spaces for workers and shoppers ii) Ensure there are sufficient funds from parking charges to cover the maintenance and provision of public parking facilities. So States car parks must generate enough revenue to cover their cost but no more. And on the first point quite what constitutes an appropriate number and balance of short long stay parking spaces is left open. Chamber President David Warr is going to campaign for a fresh policy to decide what is appropriate given the current retail trading environment I want to see the main recommendations from the Town Centre Manager s report implemented within the next three months. Retailers need support now not later on this year and there is help which can be made available by taking a fresh approach to parking in St Helier. It is only one part of the solution to the problem but it is a very important part and one which is easy to implement. Delivering that support is easy once you stop considering car parks as a cash cow and start seeing them as vital to getting people into Town conveniently that is their role. The internet is a challenge all local retailers must rise to but without helping their customers to park quickly and cheaply they really have little chance of success. For Richard MacKenzie it is about tipping the balance a little further in favour of the High Street if parking is easy to find simple to use and close to the shops then that is one less reason to shop online. It s not radical it s just...convenient. 24 CONNECT JUNE JULY www.jerseychamber.com Voisins FEATURE Customer relationships can keep business in the Island I By Gerald Voisin Chairman Voisins Department Store Ltd t is an indisputable fact that the advent of the digital era has revolutionised the way in which business is transacted in all sectors of the economy. In no sector is this borne out more clearly than retail where the birth of online shopping has opened up new markets for some businesses and increased the level of competition facing others. This is particularly true in the UK which has the leading e-retail economy in Europe. Statistics from the Interactive Media in Retail Group (IMRG) show that online sales reached 68.2 billion in 2011. CI market research firm Island Analysis estimates that this spend meant that e-sales accounted for 12 per cent of the total number of retail sales in the UK. In Jersey the proportion of online spend is higher than that of the UK at an estimated 17% while in Guernsey online spend is estimated to account for approximately 25% of all retail spend. In addition to these figures research conducted by Island Analysis in April 2010 reveals that Jersey shops are also competing against shops in the UK. In 2010 the main purpose of 18% of visits to the UK by Jersey residents was for shopping. So how can offline businesses in the Island hold their own in this digital era One of the critical factors for success for businesses in the retail and services www.jerseychamber.com JUNE JULY CONNECT 25 FEATURE Voisins industries is to develop and maintain strong and meaningful relationships with their customers. While this may trigger images of staff-to-customer interactions on the shop floor - which are undoubtedly vital for shaping a customer s perception of the business there is a second relationship which has to exist. To provide a high quality customer service on the shop floor a business first needs to develop a culture which engages its staff in a meaningful dialogue which secures their buyin to and representation of the company s brand. Internal communication and engagement must precede all external communication. At Voisins for example we developed a sales and service culture programme which is based on our five core principles of fashion passion consistency exceptional service and expertise. By giving your staff the opportunity to embrace your corporate culture they then become ambassadors for your brand automatically enhancing the level of customer service experienced on the shop floor. By giving your staff this awareness and knowledge you empower them to provide higher service levels across your business. Not only does this help to build relationships with your customers it also helps you position yourself as an employer of choice reducing your staff turnover which in turn facilitates the ongoing maintenance of strong customer relationships. Within the corporate culture it is essential to recognise every opportunity to engage with a customer which leads to the second theme of dialogue. For some time now marketers have been promoting the concept of customer relationship management which stresses that building strong lasting customer relationships is critical to business success. In the light of the increasing choice and competition now on the market (not to mention the economic climate which is reducing the level of disposable income available to many) the relationship you build with your customers may be the differentiating factor which keeps them loyal to you and prevents them from taking their custom online or off the Island. As well as building relationships which keeps customers loyal to your brand customer retention is much more profitable and cost-effective than attracting new customers. Indeed it is a common rule that 80% of your business should come from 20% of your customers. Key to achieving this figure and building a lasting and mutually beneficial relationship is the theme of dialogue. No longer is it adequate to broadcast to your customers. Now to build a truly meaningful relationship one-way communication needs to be replaced by a genuine dialogue which involves engaging with the customer and listening to their views and responding accordingly. As an organisation this also gives you a valuable opportunity to create more customer experiences even transforming negative experiences into positive ones through your responses and consequent engagement with them. This is one area in which technology can help as it is quicker and easier to engage in dialogue through internet forums such as Facebook and Twitter. Critically though if you are going to establish a Facebook and or Twitter page you do need to monitor this regularly and respond to customer comments posted on your page. You also need to be aware that in many of these areas both customer comments and your responses can be seen publicly so your responses are another opportunity not only to engage with that individual customer but to sell yourself to a wider audience. Who s Your Customer Service Hero In September you can nominate the individual or team that has provided you with the best customer service on the island. For more information please log on to www.thecustomerserviceawards.com Supported by 26 CONNECT JUNE JULY www.jerseychamber.com Electric Cars MOTORING Plugged in The recent arrival in the Island of the all electric Renault Kangoo Z.E. presents an opportunity for Island businesses to seriously consider electric vehicles as Lynn Bisson of Jersey Electricity explains. C utting costs improving efficiency and mitigating environmental impact are priorities for all businesses whatever their size in these difficult and uncertain economic times. One move that can help achieve all these aims is the deployment of electric company vehicles. Recent research reveals around a quarter of businesses are actively exploring switching to alternative fuel vehicles. In a survey of 3 000 executives by business advisers Grant Thornton 70% of respondents said high oil prices were the primary driver behind growing interest in corporate green fleets. This was followed by general cost management (62%) saving the planet (58%) and tax breaks (55%). Tax concessions and other financial incentives for greening corporate transport are no surprise in the UK which aims to reduce greenhouse gas emissions by 50% from 1990 levels by 2027. Road transport accounts for over a fifth of those emissions and fleet buyers account for more than half of new car sales so uptake of low emission vehicles among fleets is imperative if the emissions reduction targets are to be met. Of course the carbon intensity of the electricity used to power Electric Vehicles (EVs) the carbon created in its generation directly affects the vehicle s overall emissions. In 2009 the emission figures for the UK grid were 594g CO2 kWh (DEFRA (2011) Emission factors for company reporting) Whereas the electricity supplied by Jersey Electricity has a carbon intensity of 56g CO2 kWh a tenth of the UK s this is because it is imported from predominantly nuclear and hydro sources in France. This makes the environmental case for corporate EVs even stronger in the Island. Then there s fuel costs. Fuel cost per mile is one of the most compelling economic factors in favour of corporate EVs. The price of oil has risen approximately five fold since 2000 and continues to be volatile. A report by The Climate Group in February found fuel accounts for one third of the operating costs of the UK s top 200 fleets and on average each company is spending 6m per year on fuel . More efficient diesel and petrol cars would only partially offset spiraling oil prices and moving to electricity was far more likely to insulate fuel accounts for one third of the operating costs of the UK s top 200 fleets and on average each company is spending 6m per year on fuel www.jerseychamber.com JUNE JULY CONNECT 27 MOTORING Electric Cars full charge depending on driving conditions. A full charge can take around eight hours depending on vehicle model and battery size. Dedicated charging points can be installed at the workplace or home providing faster charging than on a standard cable. Jersey Electricity is also investing in infrastructure by installing public charging points in various car-parks and sites to enable EV drivers to top-up on the move. businesses from rising fuel costs the report said. Plugged-In Fleets A guide to deploying EVs in fleets produced in collaboration with The Climate Group Cenex and the Energy Saving Trust said The benefit to business of running a vehicle on electricity instead of liquid fossil fuel is not just lower cost but the stability or resilience that comes with fuel costs representing a far smaller proportion of vehicle running costs. The guide equates running costs in the UK in February at 13p a mile for a diesel car compared with 3p per mile for an EV. Again here in Jersey the costs savings are even more compelling. Jersey Electricity s Economy 7 Night Rate is 6.87p per unit (incl GST). So one of today s typical EVs the Nissan Leaf with a 24kWh battery taking eight hours to fully charge and a range of around 100 miles will cost less than 1.65p a mile compared with a 15.33p a mile for a similarsized car using unleaded petrol at 1.189p a litre. Driving range should not be an issue in Jersey with the majority of today s EVs offering 60-100 miles on a 28 CONNECT JUNE JULY www.jerseychamber.com vehicles for a range of features including smoother driving experience lack of gear changes and clutch movements making stopstart driving less tiring and stressful reduced noise and strong nippy acceleration. In addition 81% said charging did not disrupt their normal working pattern. Jersey Electricity has been giving Islanders the chance to test its growing stable of EVs which now includes the Peugeot iOn Nissan Leaf and Mercedes Smart ed. Among them is Niall McClure Managing Director of G4S Secure Solutions who said The Nissan Leaf was a complete revelation to me. It is a proper family-sized car with every conceivable feature that any motorist would want including cruise control I found it nimble about town and a breeze to drive on longer trips. I was particularly impressed with its acceleration. The range of around 100 miles was more than sufficient between charges for the type of driving I do . However it is the battery cost that means the majority of current EVs cannot compete with conventional fossil fuel vehicles on purchase price though Renault are now offering a lease option on batteries on their entire Z.E. range. It is therefore important to take account of whole life costs when considering whether to deploy EVs in a corporate fleet. Finally let s not forget the electric driving experience itself. In a Cenex Smart Move trial of EVs drivers scored EVs equivalent or better than conventional diesel One of Europe s most competitively priced bullion merchants At the Guernsey Mint Bullion Company we are experts in physical purchase of investment gold silver platinum and palladium bullion bars and coins. We are located in the island of Guernsey one of the leading international finance centres of the world. Our supply of good delivery bars and coins are in accordance with the highest international standards. We can arrange for on-island fully insured third-party segregated vault storage. VISIT OUR WEBSITE FOR FURTHER DETAILS. Good Delivery Investment Bars Fully Insured Segregated Vault Maximum Investment Maximum Security EVENT CONNECTion Breakfast April s inaugural CONNECTion Breakfast Seminar took place at the Grand Hotel & Spa with keynote speaker Tamara Menteshvili Chief Executive of the Channel Islands Stock Exchange LBG. Ms Menteshvili spoke with great passion and pride on how the CISX punches well above its weight on the world stage and highlighted the importance of having a strong and reliable team behind her. Organiser Julie Todd of Todd and Associates was delighted with the event. I believe these breakfast seminars will fill a niche in Jersey s networking structure bringing a welcome mix of serious entertaining and insightful speakers. Ms Menteshvili was a superb speaker for this our very first CONNECTion Breakfast and we look forward to many more. The next breakfast is scheduled for Wednesday 20th June when the guest speaker will be The Independent s Travel Editor and TV travel expert Simon Calder. For more information contact Todd and Associates at contact toddandassociates.co.uk. 30 CONNECT JUNE JULY www.jerseychamber.com brea FOLLOW FIND O US TO UT MO RE kfastjsy s ere great mind Wh Low-cost airlines are not wasting any time at all in launching new services Simon Calder Following on from the successful launch of Jersey s bi-monthly CONNECTion Breakfast Seminars the team are pleased to annouce our next speaker will be well known travel writer Simon Calder. The CONNECTion Breakfast Seminars are specifically designed to engage with the Jersey business population with highly topical debates seminars and keynote speeches from some of today s major influencers in our business world. These seminars are an ideal networking opportunity as well as being insightful and entertaining. The seminars are held at Jersey s 5-star Grand Hotel & Spa and include a hot and cold buffet breakfast including juices bacon rolls pastries croissants and tea or coffee. From entrepreneurship and innovation future trends and the environment our keynote speakers are leaders in their field. They will be insightful thought-provoking and entertaining. For further information about the CONNECTion Breakfasts se and upcoming events please contact Angela on 07911 778614 or Julie on 07781 116713 at Todd and Associates (Event Organisers) Event Email. contact toddandassociates.co.uk dassociates.co.uk Todd and Associates Parkway Guelles Lane St Peter Port Gernsey GY1 2DD Events hosted by Todd and Associates on behalf of Bailiwick Publishing (LCI) Our next breakfast seminar is on Wednesday 20th June with guest speaker travel writer Simon Calder. Simon is the senior travel writer for the Independent and is delighted to be visiting Jersey to comment on how Brand Jersey is perceived worldwide About the speaker Simon Calder Senior Travel Editor The Independent Simon Calder is Britain s leading travel commentator but it wasn t always like this. He began his career at Gatwick airport where he cleaned out planes for Sir Freddie Laker and later frisked passengers (for a job that is not a hobby). He then started to write travel guidebooks and travel articles. Today Simon is Senior Travel Editor of The Independent and is known as the man who pays his way which means that he pays for all his own travel. Simon also writes for Conde Nast Traveller BA s inflight magazine - High Life and the trade publication Travel Trade Gazette as well as a host of other publications. Once a month he presents Fast Track s Travel Clinic on BBC Worldwide where he answers viewers travel questions and queries. He also keeps a Weekly Video Diary which can be found online at the Independent and on his personal website (www.simoncalder.com). He was recently a contestant on Celebrity Mastermind and his specialist subject was Concord. Much to his amazement he won. Simon is also a regular guest on national TV often seen on BBC Breakfast News Daybreak ITV News and Sky News. He is often interviewed on BBC radio particularly for BBC Radio 4 and BBC Radio Five Live Simon is delighted to be visiting Jersey to comment with authority on how Brand Jersey is perceived by other jurisdictions how our tourism compares to other islands across the globe - and to entertain with stories from far away places. To reserve your place at this exciti breakfast i exciting event please complete the details below. Booking form & invoice Wednesday 20th June 2012. I wish to reserve places for the following people at 25 per person Company name .................................................................................................... Names of those attending .................................................................................................... .................................................................................................... .................................................................................................... .................................................................................................... .................................................................................................... .................................................................................................... .................................................................................................... Name of main contact .................................................................................................... Direct telephone number .................................................................................................... Direct email .................................................................................................... I we will be paying by cheque for 25 per person payable to Todd and Associates Or I we will pay by BACS for 25 per person to HSBC Todd and Associates account number 54238982 sort code 40-22-25. (Please state a company reference with payment) Schedule 7.45am arrival networking and breakfast 8.15am keynote speaker 9.00am Q & A 9.20am final networking 9.30am close Send your booking to contact toddandassociates.co.uk or post to Todd and Associates Parkway Guelles Lane St Peter Port GY1 2DD. Terms & Conditions Payment is due once a booking is made and must be paid prior to the event. A full refund credit will be made for cancellations made by telephone email three full working days prior to the event. Thereafter we regret that no refunds can be made. Events hosted by Todd and Associates on behalf of Bailiwick Publishing (LCI) The Birth of the Ibex W Starting a new business in this economic climate needs careful thought. At conception everyone tells you it s a great idea but will they be there for you in tough times Jennie Philpott of Ibex Education shares her experiences with Connect. hen the decision was finally taken to just do it Jersey Enterprise was there to help. They made the company set up really simple and smooth. The bank welcomed the new business with open arms. Previous clients pledged support and suppliers were happy to provide their services so no problem. Of course there were 101 decisions to make but I was riding high on a wave of enthusiasm mine and my supporters. That was a year ago now and looking back I realise how great it was to receive all that positivity at the start. Without it Ibex Education may never have seen the light of day. Reality though is quite different it demands a huge amount of hard work to convert all that initial euphoria into a real business. My experience in management development and continued interest in lifelong learning laid the building blocks for this new adventure. As a mature student I completed my Certificate in Education in 1999 and BA in Post Compulsory Education in 2001. This event happened thanks to another supporter with great enthusiasm Jacqui Audrain then head of staff development at Highlands College who absolutely insisted I get the qualifications to teach professionally. I realised that I had been instructing demonstrating coaching mentoring or presenting from the age of 12. It was second nature sometimes paid and often not so if I seriously wanted this career study was the way forward. During this process I formed Jersey International Training Agency as an NQV and management development centre. I loved supporting the managers from across a wide spectre of business to achieve their Chartered Management Institute (CMI) or Institute of Leadership & Management (ILM) awards so I knew that enabling people to learn and make the best of themselves was definitely what I wanted to do. I joined Itex in 2007 and began a steep learning curve to broaden my very limited knowledge of the IT world and its language. www.jerseychamber.com JUNE JULY CONNECT 33 IT TECHNOLOGY & TELECOMS Ibex I also became a Prince 2 Practitioner in Project Management for my own CPD. When Itex changed structure and decided to close the education division of their business at the end of 2010 an opportunity opened up for me as Ibex Education. They approved the name change and have become clients so a big thank you to them. Often at those challenging times when you need a helping hand good people appear and we have been very lucky. Moore Stephens our landlords at Woodford House were fantastic. We camped free of charge in the corner of the room whilst the builder made the classrooms around us. Cherry Godfrey supported our sizeable capital investment in technology and our trainers worked on extended credit terms to see us through the start up. Everyone has pulled together to achieve where we are today it s fantastic and our thanks go to all of them. Now 12 months down the road we have a growing client base we have secured the services of first class trainers who share our pragmatic philosophy and to top off the year we have just been awarded the Microsoft Learning Partner status. This was no mean feat to achieve as their criteria set on a global structure are very strict and inflexible. The Channel Islands have so many exceptions to the mainland and European norms that almost every step was curvy. Persistence paid off so we are now able to add all of their professional level technical courses to our schedules access their expertise by way of Certified Trainers official courseware marketing tools and a myriad of other valuable resources. We know there are lots of obstacles ahead but continued focus great team mates and with a little bit of luck we can keep climbing. And why the Ibex A sure-footed master of cliffs and rocky terrain an endangered species but so tough. The shape of its horns is reminiscent of the learning or change cycle models and imply that what goes around comes around. What better symbol than an Ibex for the Ibex brand Microsoft Excel Word PowerPoint Access Publisher - all levels Microsoft Professional Windows 7 SQL Server & Exchange Server Crystal Reports Service Desk Management Project Management Skills training in small groups on island scheduled & bespoke WOODFORD HOUSE PETER STREET ST HELIER JE2 4SP TEL. 01534 888283 EMAIL. INFO IBEXEDUCATION.COM 34 CONNECT JUNE JULY www.jerseychamber.com IT TECHNOLOGY & TELECOMS Cable & Wireless Taking a step closer to Bill Gates dream Fourteen years ago Bill Gates famously said we would all soon be working in a paperless office. We re still a long way from that goal but are moving there steadily says Lisa Mclauchlan Head of Retail at Cable & Wireless Jersey. every home and business across the globe we have all become more aware that paper is a finite resource and that the effects of large scale logging to satisfy our demand for it are extremely detrimental to the long-term environmental health of the planet. Whilst Bill Gates may not have predicted the demise of paper with any degree of accuracy what he did do was highlight the need for us to reduce its use by embracing new technologies. Of course many of these technologies are produced by Microsoft - but we can forgive him his shameless self-promotion given the wider truth in what he was saying. of the process of continual self-improvement that helps us realise new achievements both as individuals and organisations. Our use of paper appears at first to be of minor importance within the greater scheme of things in an organisation but when you look at the environmental effects cost and the difficulty of managing storage effectively and then it quickly becomes clear that alternatives to paper should be explored wherever possible. When looking at paper use within our own business at Cable and Wireless Jersey we soon realised it was ironic that our customers bought their Smartphones by signing a piece of paper. Today s mobile handsets are capable of incredible tasks and yet are generally purchased by signing with pen and ink. By recognising that this process had created B ill Gates has got many things right in his career but the assertion that we would soon be working in paperless offices is not one of them. There may come a day when his prediction does become reality but in the meantime as businesses work towards that goal paper remains an ancient technology that people enjoy using and are unwilling to dispose of completely. Although paper remains useful and used in almost Continual improvement As well-run businesses one of our obligations is to permanently question the way we do things. This is part 36 CONNECT JUNE JULY www.jerseychamber.com inefficiencies and was starkly inconsistent with the technologies that people buy in our Sure stores we were motivated to search for an alternative. Ultimately we found a system called V-DOCS. This creates paperless contracts which are signed electronically by our customers. Not only does this save time and paper but it reduces the risks of error and loss of the files because electronic files are easier to manage than paper ones. signed in triplicate scanned by Sure and stored at both the customer s home and in our ever growing filing system - amazingly these are just a few of the steps that were involved On top of the simpler contract process V-DOCS automates the direct debit procedures which ensures application delays are avoided and is more secure than paper copies being sent by post. Customer data is stored in a central secure repository that employs world-class encryption and uses the same security controls and standards as Internet banking. Crucially for Sure VDOCS has made a real difference to our customers not just by simplifying the signing up process but because it enables our customer service assistants to spend more time helping them and less time worrying about the paper trail. The increased levels of customer service will give us an even sharper competitive edge and will make a real difference to our business. There is still some way to go before we achieve Bill Gates dream at Cable and Wireless Jersey but the introduction of VDOCS has shown us how reduced paper use can bring with it unexpected benefits that really do improve the whole business as well as lessen our impact on the environment. Extensive benefits The new system lets customers view their contracts on screen and sign them using an electronic pad. A copy is then automatically sent to their chosen email address. Contrast this with the old system which required a contract to be printed out Bill Gates American business magnate computer programmer and philanthropist www.jerseychamber.com JUNE JULY CONNECT 37 IT TECHNOLOGY & TELECOMS JT Sourcing Support W As the cost and complexity of networks increases Tim Ringsdore MD Global Enterprise Business Unit at JT explains why many companies are making use of Managed Services Success in the area of Managed Services depends on maintaining strong partnerships which is another of JT s core strengths. To deliver support to our clients around the world we ve forged partnerships with key industry providers such as BT Telstra and Verizon and pride ourselves on creating these wherever our clients will benefit. We view the process of Managed Services also as offering additional support and assistance to our customers - whether that s having someone at the end of a phone to provide back-up support and solutions to their front line help desk monitoring the security and resilience of their network or helping manage selected IT systems and functions on their behalf. According to Paul Mills our Sales Director based in Jersey it s about partnerships in the truest sense of the word. For us to be successful one other party needs to be successful as well our customers. We re about solutions and services that create value and deliver outcomes he added. One of the misconceptions surrounding Managed Services is that it s about reducing headcount it s not We believe its role is in augmenting the existing skills and expertise that individuals within a business may already have. For example IT specialists within a firm may know all about servers and storage but have less experience of networking - so that particular service can efficiently be bought in by a Managed Services provider to complement the existing skills. Similarly a company may have employed highly skilled IT staff to develop certain products but this team may then find their development time eaten up by the need to carry out some of the more mundane tasks which could be easily outsourced to a third party. A key benefit of Managed Services is that it allows you to retain full control of your IT requirements but allow the maintenance and continued delivery of your IT services to become the responsibility of the managed services provider. You decide which aspects of your network the service provider will take care of and what you want to handle whilst being kept up-to-date with everything that happens in the process and management of your critical systems. In short a seamless partnership. Using Managed Services gives companies access to skills knowledge and services they couldn t provide or deliver themselves such as 24 7 monitoring. It also facilitates effective business planning. For example rather than trying to predict how much server capacity you might need in future if you have outsourced your Data Hosting to a specialist provider they are responsible ith the emergence of new data technologies the convergence of voice video and data and the huge growth in IP-based services businesses are increasingly dependent on their IT systems and infrastructure. However even large companies can baulk at the cost of maintaining the ever-more complex networks and equipment required to keep pace with constant improvements in technology and the huge number of new applications available to businesses. That s why more and more businesses are outsourcing the management and monitoring of all or part of their IT operations to specialist Managed Services providers. This allows them to focus their efforts on the remainder of their business safe in the knowledge that on-going responsibility for their IT systems and functions is being handled by an experienced and knowledgeable provider. One of the consequences of the growth in Managed Services is the need for providers to be fully conversant with all aspects of IT and telecommunications which is what places JT in such a strong position as many IT providers are struggling with the necessary transition to becoming a telco specialist in order to offer the full range of services required. 38 CONNECT JUNE JULY www.jerseychamber.com for ensuring you have the capacity to meet your growing needs whatever they may be. In other words you don t have to plan for the future you can get what you want today. Companies can also get bogged down in the complexities of developing an IT infrastructure to support their planned growth as in the case of one large insurance company in the UK which had to cut back its product releases from four a year to three just because it was being held back by its IT requirements. Efficient management of IT and communications is especially important when businesses are investing in operations that will allow them to enter new markets. At JT in our role as a trusted partner to many of our international clients we bring an understanding of businesses similar to ourselves in parts of the world. Sometimes a dedicated local IT resource may not be the most efficient way of supporting a new office. Which is why managed office solutions such as those JT now provide can be central to their provisioning plans and why increasingly customers are utilising our global reach and approaching us for guidance and support. As Max Feneck Head of Commercial Development at JT explains We want to assist customers in any way we can and as a key managed services provider to many local companies we ve become fully embedded in their business which is exactly where we need to be to support them best. Most importantly it s about understanding our customers. Who they are Where they are and where they want to go It s about genuinely listening to them and taking the time to understand what they need to achieve and when then delivering. We can also help design suitable bespoke environments for our customers and we then use our security specialists to test their integrity. This is known as penetration testing and is carried out by highly specialised third party providers with whom we ve developed long term relationships. In summary our approach to Managed Services is to ensure that the customer gets the best possible product or service for their individual needs using our 120 years of expertise to help create a solution that s just right for their business. In return they benefit from our wealth of local knowledge and carefully combined with our global experience and the scale and resilience of our worldwide networks and we get the satisfaction of ensuring they have everything they need to achieve continued success. That s why more and more businesses every day are joining together with JT to see the difference it can make to their business. www.jerseychamber.com JUNE JULY CONNECT 39 WHEREVER YOU ARE WE BRING YOU AN EXCEPTIONAL BANKING SERVICE You can t be everywhere at once and neither can we. But we aim to give you the same high level of personal service that your clients expect from you. As a financial intermediary operating in the international community we take your specialist needs very seriously. Bank with Barclays and you will have a dedicated relationship manager bringing you world-class investment and banking solutions. Your relationship manager will be experienced in your field and supported by a team who can link you to the global resources of Barclays. We can help you to make international decisions from a local perspective. For more information contact Richard Corrigan on 44 (0)1534 812737 or visit www.barclays.com wealth Call costs may vary - please check with your telecoms provider. Calls may be recorded so that we can monitor the quality of our service and for security purposes. Barclays offers wealth and investment products and services to its clients through Barclays Bank PLC and its subsidiary companies. Barclays Private Clients International Limited part of Barclays is registered in the Isle of Man. Registered Number 5619. Registered Office Barclays House Victoria Street Douglas Isle of Man IM991AJ. Barclays Private Clients International Limited is licensed by the Isle of Man Financial Supervision Commission. Barclays Private Clients International Limited Jersey Branch is regulated by the Jersey Financial Services Commission. Barclays Private Clients International Limited Jersey branch has its principal business address in Jersey at 13 Library Place St. Helier Jersey JE4 8NE Channel Islands. Calligo IT TECHNOLOGY & TELECOMS The Future is Cloud Cloud computing is the way all IT will be delivered in the future according to Calligo s CEO Julian Box. H is company recently launched a comprehensive range of cloud products and services for companies in the Channel Islands which have been developed specifically for cloud computing. Currently there is little cloud activity in Jersey and Guernsey and what usage and infrastructure there is is limited to basic Infrastructure as a Service or delivered off-island. However with new cloud technology designed developed and hosted in the Channel Islands local businesses can now take advantage of the efficiencies and flexibility afforded by cloud computing without compromising the performance and security of their current IT applications. Some of the technology we re using is ground breaking and we ll be the first in the world to implement it explained Mr Box. Until now no-one s had technology that has been specifically designed for cloud or to meet the demands of offshore industries and one of the key selling points for us is we offer a virtual data centre that s pan-Island giving customers a choice as to where their data is stored. This is especially important for regulatory and compliance purposes. Cloud computing represents a move away from the traditional methods of hosting applications on a desktop server to an environment where these applications are hosted online. As such the terms cloud computing and working in the cloud refer to the performance of tasks delivered entirely over the internet. As a pioneer of cloud in the Channel Islands he is keen for Jersey businesses to embrace the potential it offers especially in light of moves to position the island as one of the primary e-commerce and telecommunications hubs globally. One of the benefits of cloud is that it allows companies to focus on their core competencies and frees them from having to invest in the latest hardware in order to keep pace with constant improvements in technology. It also reduces maintenance and hardware upgrading needs and because the solutions are all web-based even older computers can be used to access cloud services. Cloud also provides enhanced flexibility allowing for remote working from any device as long as it has access to the internet. Technology is changing so fast that companies investing heavily in technology can soon find their systems are out of date. Cloud allows you to buy in the products and services you need and crucially allows you to align your technology with business needs. Over the last couple of years surveys have indicated that approximately 80 per cent of all start-ups globally are utilising cloudbased services for their IT requirements and Mr Box feels that established businesses need to be aware of the threat posed by this new competition as cloud allows them to operate from a far lower cost base and with greater agility. That s why companies need to start considering cloud right now because in two years time they ll be running to catch up. One of the concerns expressed by opponents is that a shift to cloud results in job losses elsewhere in the business but Mr Box would argue that the opposite is true. Cloud is about freeing people up to do what they www.jerseychamber.com JUNE JULY CONNECT 41 IT TECHNOLOGY & TELECOMS Calligo do best. Yes they may have to learn new skills to get the most from this new technology but the freedom it affords you has been shown to improve customer service by allowing companies to focus on value-added services - which is what cloud itself is. He points to the fact that people use cloud services all the time without even realizing whether they re shopping on public clouds such as Amazon or interacting on community cloud applications like Facebook and YouTube. The drive towards computer cloud technology is being driven by consumer demand and is showing the way forward for businesses but at the same time it also opens up lots of questions as to how they can best harness this flexibility. In some ways this is another Kodak moment. Kodak recognised that the move to digital posed a threat to their traditional business but failed to respond quickly enough and earlier this year they filed for Chapter 11 bankruptcy protection in the US. For Mr Box the light bulb moment came when he first came across the use of virtualization in the early 2000s. Calligo s CEO Julian Box In 1995 he set up VirtualizeIT providing specialist consultancy and IT services but his introduction to and realisation of the opportunities afforded by virtualisation - which allows multiple operating system instances to run concurrently on a single computer - was to prove instrumental in determining his future direction. It blew me away. I could see the potential immediately as it offered huge cost savings and efficiencies in terms of equipment and the time required to maintain it. So in 2001 he took the decision to completely refocus his business solely on virtualization technologies following the lead of industry trailblazers such as VMware. This change of direction was vindicated when VirtualizeIT was subsequently appointed as one of VMware s first European partners and the company has since won numerous UK and EMEA industry awards for its work on complex virtualization projects including VMware EMEA partner of the year in 2008. Key to its success was the experience and knowledge gained by his team which allowed them to develop industry standards for best practice and it s a similar approach which underpins Calligo s philosophy. Although the company only launched its services in January 2012 Mr Box and his fellow directors have over four years experience in developing testing and refining cloud technology and this has culminated in the delivery of the unique set of offshore-focused cloud services now available. One of their key considerations was to ensure that as many people as possible had access to these new services which is why they ve been designed to operate where possible on open-source products rather than with specific applications. The development of cloud in Jersey is especially important if we want to maintain the potential advantage we ll have if initiatives such as Digital Jersey and Gigabit Jersey are successful. We want to give everyone access to cloud services which is why we re soon to announce a new DropBoxstyle service called CloudBox giving up to 2Gb of free space to everyone in the Channel Islands. He is confident that Jersey can continue to punch above its weight especially in attracting inward investment to the island but much will depend on it continuing to demonstrate innovation and creativity in the fields of technology and e-commerce. While we have developed our own products and services we want to encourage competition in the field of cloud technology. That s why Digital Jersey is so important. If Jersey is successful then my business will continue to be successful. The question is how will businesses respond to the threats and opportunities afforded by cloud computing It s my belief that cloud could have the same impact on the way we do business as did the contribution of factories to the Industrial Revolution. Having originally started as a computer programmer in the mid-1980s he gradually moved away from software development to providing infrastructure services - connecting and linking mid-range systems for example - and it was this type of work that first brought him to Jersey nearly 20 years ago when working for one of IBM s business partners. 42 CONNECT JUNE JULY www.jerseychamber.com Cosmetic Dermatology in a safe medical environment The Direct Hair Implantation TechniqueTM is the latest revolutionary DHI technique F or years you have been waiting for a hair restoration medical procedure this simple DHI s exclusive patented technique is an advanced form of FUE which eliminates the use of scalpels No strips scars or stitches Completely natural result No pain or discomfort Maximum possible density per session All surgery and aftercare is available in Jersey At The Aesthetic Skin Clinic with our partners DHI our goal is plain and simple to apply the latest most advanced innovations in hair replacement technology to give you healthy natural looking hair. Contact us for more information or to book a private consultation with our medical team. Tel 01534 625090 Dr John Curran FBACD Dr Mark Tam Lido Medical Centre Hotel De France St Saviour s Road St Helier Jersey www.askinclinic.co.uk www.skinstation.co.uk IT TECHNOLOGY & TELECOMS Level Media Go Mobile or Go Home The Managing Director of Jersey-based digital agency Level Media Oliver Baudains explains the importance of making the mobile transition for your business. I t is no secret that going mobile is the way of the future. According to eMarketer more than 96% of the US population is expected to own a mobile phone by 2013 and the gap between web-enabled mobile and wired internet users is likely to narrow significantly. In order to provide this growing base of mobile web users with the optimum online experience developing a mobile-friendly website that is optimised for Smartphone display is a key progression for your business. a mobile-friendly website using the bones of your existing site. But it is important to remember that just because you may be able to see your existing website on a Smartphone it doesn t mean that it is also mobile friendly. mobile users are using their phones to research products compare prices look for unbeatable deals read reviews and find locations. Quick speed Mobile websites are designed for optimal speed which means consumers don t have to wait for pages to download allowing them to spend more time browsing. Local engagement A mobile website allows you to engage users with features such as mapping functions and directories that provide general information on your company s location and contact details. Furthermore visitors can find your website through location-based technology that tracks their geographic proximity to your business Better search results Mobile searching has become one of the fastestgrowing online resources. With computers essentially Benefits of going mobile It is essential to make your brand visible to your current and potential consumers regardless of their preferred device. By creating a mobile-friendly website you can connect with customers heighten your conversion rate and ultimately increase revenue. Multiple uses Mobile devices have revolutionised the way consumers shop. Although most are not yet making purchases with their Smartphones mobile devices are impacting purchase decisions. Many Making the mobile transition There are a variety of options for mobile website development based on your company s goals. In some cases it may be more practical to generate 44 CONNECT JUNE JULY www.jerseychamber.com accessible from our pockets it has never been easier for consumers to search for what they want whenever they want it. It has never been easier for your business to be found by potential customers via popular search engines such as Google Bing and Yahoo on a mobile device. In the future these search engines may begin to rank websites by their vast platform options so if your company does not have a mobilefriendly site it will appear lower in search results. phone to just casually surf the web. The typical user is looking for on the go access to something specific. As a result it is important to keep your mobile site simple with the design layout and navigation. Don t use Flash It is important to stay away from Flash layouts. Although Flash-driven elements may look appealing on a desktop browser users won t be able to view your content if accessing your website on a mobile device. Avoid multiple images It is recommended to discard most of the images on your mobile homepage except for ones that are essential. When adding images to your mobile website through your management system be sure to select smaller versions. Cater to tapping When converting your website from a desktop to a mobile design you need to make sure that the links buttons menus etc. can be accessed by tapping. Keep in mind that although desktop websites lend themselves well to clickable areas the mobile web requires larger elements that can be selected with a finger. The future is now In order to maximize the potential of your business and stay ahead of competition it is important to be aware of top technology trends. Implementing new technology is a great technique to attract new customers and keep your current clientele impressed with your business. In a world where the mobile spectrum is constantly changing there is no better time to hop on the mobile bandwagon and so make sure you are not left behind. www.jerseychamber.com JUNE JULY CONNECT 45 A successful mobile website If you create a mobilefriendly website for your business there are a few key rules to keep in mind to improve user experience and satisfaction Keep it simple Mobile users rarely use a mobile IT TECHNOLOGY & TELECOMS Itex Formal Assurance An issue companies cannot ignore says the MD of Itex Ian Jauncey. I t is a truism that financial services organisations across the world have found themselves under greatly increased scrutiny through the economic downturn. National governments have stepped in to provide liquidity shore-up banking balance sheets or in some cases take institutions into public ownership. Governance and scrutiny have increased across the breadth of financial businesses whether as a requirement for shareholders enhanced regulation or more informed client compliance. Risk which is present in all businesses needs to be more visible and better understood through control and assurance. Data control and assurance is clearly crucial and new risk management requirements are placing increasing burdens on information systems and technology. Already the level of complexity of information systems means that extracting analysing and presenting meaningful information from the plethora of data is a challenge that many organisations are struggling to meet. For many years top-flight organisations have sought formal assurance concerning operational controls and numerous standards have emerged. In the post Sarbanes-Oxley era audit driven standards have come to the fore. More recently these have been combined into the ISAE3402 ( ISAE comes from the International Standard on Assurance Engagements) which has become the de facto global standard. Any organisation that has significant activity in investment management or fund administration or any need to provide protection or safe custody of assets whether real or digital needs to be considering formal assurance whether for regulatory (including SOX) or competitive reasons. For offshore-based institutions the control and assurance issues are often even more acute since they perhaps do not have the scale to set up major financial information reporting projects. Typically an organisation needs to start with defining and implementing an information strategy. This needs to align a number of perspectives from corporate governance to regulatory through client assurance product development and technology issues. Finally assurance needs to be provided through an independent and trusted review and continuous reporting. Further many organisations use technology 46 CONNECT JUNE JULY www.jerseychamber.com Itex IT TECHNOLOGY & TELECOMS service providers so that they can concentrate on their core financial service functions. Hence any requirements for assurance in terms of financial information reporting and control are multiplied when using technology providers. This can be the case whether the providers simply offer real estate hosting services or fully outsourced services. ISAE3402 covers principles of security privacy confidentiality availability and process integrity. It was derived from within the accounting space by the International Auditing and Assurance Standards Board (IAASB). Its advantages are 1. It covers both financial and non financial control processes 2. Like other audit standards it requires 3rd party continuous audit 3. It can give detail about how processes work as well as operating effectiveness 4. It can be mapped to other frameworks (e.g. ISO27001 CSA SolvencyII PCI DSS etc) 5. It has full international recognition In addition the ISO type accreditations provide only a framework for adhering to process but no actual assurance of value protection. This is why the IASE3402 standard is expanding from asset managers and investment advisers to wider service organisations including IT service providers. The service auditors issue an unqualified opinion when they are satisfied that (i) the description of controls fairly presents the system that was designed and implemented through the period in scope (ii) the controls related to the control objectives are suitably designed to provide reasonable assurance that the control objectives would be achieved if the controls operated effectively throughout the period in scope and (iii) the controls tested if operating effectively were those necessary to provide reasonable assurance that the control objectives operated effectively throughout the period in scope In the offshore market Itex has been pursuing ISAE3402 accreditation for some time and has gained Type 1 assurance. This move was in response to requests from our advanced and far-sighted clients for such formal assurance. In order to obtain this assurance Itex has worked with one of the leading global audit organisations to firmly embed all necessary processes practices and reporting to guarantee asset protection. www.jerseychamber.com JUNE JULY CONNECT 47 Embracing Changing Times This November the Radisson Blu Waterfront Hotel will celebrate five years in Jersey and we are proud of our position in the local market place. They say it takes three years for a business like ours to establish itself and although it hasn t all been plain sailing Jersey has been a welcoming host and we feel privileged to be able to contribute to the local economy environment and success of the Island. Lydia Smith Director of Sales and Marketing S ince opening we have welcomed over 341 397 guests from across the world including Oman Vietnam and Zimbabwe. Within that short space of time we have seen some large changes in the type of business coming to the Island and we ve had to adapt our approach to secure this and support our aim to become the market leader in 4 hotels on the island. As with many industry sectors the last few years have been challenging. In 2011 provinces in the UK (excluding London) saw overall occupancy growth and statistics show occupancy rates reaching 71% for the first time since 2007. (2.2% annual growth). Jersey saw a 0.6% annual growth. Sadly although occupancy is on the increase rate still remains an issue according to STR Global and room rates finished at their lowest since 2003 at 58. This is the third year running that rates have fallen however the trend is slowing with only 0.7% fall between 2010 and 2011 less than half that of the previous year. From STR Global in Jersey for 2011 this figure was an impressive 104 from participating hotels. PWC suggest that for 2012 the overall travel and hotel outlook looks weak as UK and European GDP growth slows this coupled with the ongoing Eurozone crisis means lower confidence levels and a poor outlook impacting business and holiday travel conferences and events and overall hotel demand. The good news is that to date 2012 has been a prosperous year for The Radisson Blu Waterfront Hotel - we have found ourselves up on last year s business. This is an impressive feat considering the huge contribution of non-repeat room nights from a project of new opening retail units in Q1 2011. As part of an International Hotel chain we are fortunate to be well placed to competitively bid for such projects as our UK teams often enjoy established relationships with these national organisations. Brand is also important as our clients know they can expect Yes I Can Service and 100% Satisfaction Guarantee . As the summer arrives we see our business mix shift more towards leisure guests. This is one area where we have seen the direct effect of a changing market to capitalise on the leisure market opportunities in Jersey we have adapted and diversified to grow this market share. In addition we have changed our focus with regard to the partners with 48 CONNECT JUNE JULY www.jerseychamber.com Radisson Blu Waterfront Hotel FEATURE whom we work maximising e-commerce opportunities and even auctioning hotel stays on E-Bay. However a changing market also presents further opportunities. The Island is in a great location now for the constantly developing MICE (Meeting Incentive Conference and Events) market offering the perfect alternative to companies looking to cut costs who may have previously used long haul destinations like Dubai for such trips. Fierce competition between hotels has forced hoteliers to think creatively and give exciting offers to guests. For example we have introduced a new team-building package as businesses look for new ways to solidify ever decreasing teams and enhance skill sets. So what does the future hold In my opinion it s difficult to discuss the long term future. The uncertain world economy forces us to focus upon maximising potential in the immediate future making our business plan very much a working document. We all hope for growth year on year and so far this year we have been fortunate to achieve that. From a sales perspective I m proud to say that the main reason for this is the exceptional service that we offer. We re all aware of the 80 20 rule - 80% of your business comes from 20% of your clients so if we can keep them happy we keep our guests For the corporate market here in Jersey we anticipate continuing strong negotiations from large companies who continue with strictly mandated travel policies to closely monitor costs. We do however hope that there may be some return in confidence and business travel may start to increase. As for the leisure market it s hard to predict this segment can be fickle. Jersey Tourism have invested in strong marketing campaigns across the UK with the objective of increasing leisure travellers from the Island s main feeder destinations however we must be aware that we are not just competing with our neighbouring hotels we are competing with the world market There will be strong competition this year with destinations such as Greece and Spain all fighting for the cost conscious UK holiday maker. However Jersey still offers unique features such as its claim to be the warmest place in the British Isles along with the same currency language and familiar food all of which combine to make people comfortable. So what is our plan We will continue our good working relationship with Tourism and the Jersey Conference Bureau to make sure that we maximising all of the opportunities that are presented to us and our worldwide sales team. Two years ago was the year of sales this year has been the year of revenue and next year I predict we ll see a need for both to play a very strong part. The strap line for us in 2012 has been no missed opportunities . There is no doubt that since my initial days in the hotel trade when markets were strong and hospitality was a way of life for all businesses times have changed and we have to be more creative proactive and multifunctional. We have to offer alternatives and meet the changing needs of our guests offer alternatives that give value in this new market place. Luckily for us we will embrace all that this involves and abide by our positive Yes I Can philosophy. But don t look back unless for reference or to learn lessons the future holds great opportunities for all of us and embracing this change is key to success as we can t really influence the world markets only work with them to our benefit. www.jerseychamber.com JUNE JULY CONNECT 49 IT EXPERTISE IT expertise as standard Who we are Itex is an award-winning offshore IT services group with offices located in Jersey Guernsey and Isle of Man and employing over 100 staff. Operating for over 40 years Itex designs builds implements and manages innovative technology solutions for the offshore markets. Itex is a strategic partner of a number of world-class manufacturers including HP Microsoft Cisco Citrix VMware amongst others. What we do Itex provides a wide range of services including IT operations management Internet services business continuity professional services and sells enterprise-class hardware and software solutions to a diverse mix of clients across the offshore world. Professional Services Interim resource placements Consulting on - IT infrastructure - Network - Storage - Security Business system analysis Managed Services IT operations management Data centre - dedicated co location and hosting Cloud Business continuity planning Disaster recovery services Hardware software and networking info itexoffshore.com Itex (Jersey) Limited 4-6 La Rue Sinnatt Rue des Pres Trading Estate St Saviour Jersey JE1 3UN Tel 01534 633633 Itex (Guernsey) Limited Itex House Gibauderie St Peter Port Guernsey GY1 1XN Tel 01481 710881 Itex (Isle of Man) Limited 1 Sydney Mount Circular Road Douglas Isle of Man IM1 3DB Tel 01624 670490 www.itexoffshore.com First Actuary INSURANCE & PENSIONS Company pensions in Jersey O Founder of First Actuary David Holmes takes a look at what s on offer Development of Money Purchase The development of the Money Purchase market in the UK was significantly helped by the large market size. The demise of Equitable Life (a large factor in the decline of With-Profits investment) combined with increasing globalisation and cross-border investment products led to the availability of a wider and more transparent investment range. When the UK Government introduced Stakeholder Pensions with flexible options and charge caps the cost of pensions across the UK market became extremely competitive. The lack of specific pension policy in the Channel Islands combined with inertia and domination by life insurance companies meant that corporate pensions in Jersey lagged behind the improving standards of UK provision. However the introduction of local Retirement Annuity Trust Schemes (RATS) in 2008 acted as a catalyst for the development of alternative local Money Purchase options. nce upon a time pension provision was something that employees didn t have to worry about. Between the State Pension and company Final Salary pension schemes (which pay a benefit guaranteed in relation to earnings) employees could look forward to a comfortable retirement. As lifestyle and health have improved however the Social Security Fund and company pension funds have had to cut back on the level of benefits provided by paying less paying pensions later or in the case of most private sector final salary schemes closing. Final Salary pension schemes remain in decline with fewer of us accruing such benefits every year. The demise of Final Salary pensions started towards the end of the last century at which time the alternative Money Purchase market was not well developed. (Money Purchase pensions provide a tax-efficient savings account without any guarantees.) For most companies the alternatives were to establish their own Money Purchase pension fund or to make use of expensive and often inflexible insured arrangements. Development of the Jersey market The last five years have seen significant developments in the Money Purchase market in Jersey with charges falling and quality improving. There are a number of drivers behind the continued improvement including increasing economies of scale efficiencies achieved from improved systems and processes and increasing competition in a growing market. Increased competition developments and product innovation are great for the market and benefit both individuals and employers but they also make product selection more difficult. In the past enquiries tended Understanding the challenging risk of data breach will ensure that your business can still enjoy the benefits of technology innovation. www.foreshore.net www.jerseychamber.com JUNE JULY CONNECT 51 INSURANCE & PENSIONS First Actuary to lead into an insurance product regardless of the initial enquiry channel. There is now significant local choice in terms of products providers and sales channels including simple but welldesigned low cost options. Some advisers are tied to their own product whilst some do not make their product available through advisers remunerated by commissions. Selecting pension scheme providers The wider choice of providers and channels makes the task of selecting a pension provider harder than ever before. Each provider or adviser is well versed in the benefits of their product and the faults in competitors but in reality there is not only one perfect solution. Each option available has unique features and it can be difficult to determine which is best suited to a company s specific needs. Only a fully independent review can consider all of the different options and support the selection of the best for each circumstance. This independent view is useful both for new scheme establishment and existing scheme reviews. Changes to the local market and range of products and services available mean that pension scheme reviews now need to be more frequent. In particular any company pension arrangement which has been in place for over five years ought to be reviewed now to benefit from market developments or to renegotiate terms. Summary A comfortable retirement is still possible using modern pension arrangements but is no longer assured. Pension savings need to be made to work harder to make up for increasing life expectancy and quality pension products are now available in Jersey to help achieve this. Employers cannot afford to sit back and expect a positive outcome for their staff as they may have done in the past. A thorough and regular review of company pension provision is required to achieve the best possible pension solution for businesses. YESREJ TNORFRETAW Brief and build your team with the Radisson Blu & Jersey Adventures No man is an island but your home is Bring your team together get out and enjoy the best of what Jersey has to offer from the boardroom and then firsthand. Half day meeting 1 x tea and coffee with bite projector screen flipchart 1 x tea and coffee break light buffet lunch activity transfers Blo Karting at Bel Royal or kayaking in St Aubin s Bay All for 59 per person For more inspiration call our Events Coordinator on 01534 671 172 or email events.jersey radissonblu.com. Terms and Conditions apply. For groups between 8 36 delegates larger groups available on request. Valid until end of October 2012. into the Blu 52 CONNECT JUNE JULY www.jerseychamber.com Collas Crill INSURANCE & PENSIONS David v Goliath Carl Ashcroft of Collas Crill analyses the recent case of Caf de Lecq Limited v R A Rossborough (Insurance Brokers) Limited deep fat fryers should have a thermostat and automatic cut-out system. The fryer in question had no such safety features. The case hinged on whether the broker (Rossborough) had discharged its duty of care to its client (Caf de Lecq) and the extent to which that duty may be affected by the experience of the client. Jersey s insurance broking industry is regulated by the Codes of Practice for General Insurance Mediation Business issued by the Jersey Financial Services Commission. The code requires that the broker must demonstrate it has provided the best advice or exercised the necessary discretion appropriate for its customers needs. In this case the broker had in fact simply sent the documentation to the client and told them to check the details shown on the schedule of cover to ensure that they remained in accordance with their requirements. The Court stated that the crucial text was if not quite buried among other provisions of the policy it was far from immediately apparent. The court agreed with an expert that leaving a client to find it for himself in the policy quotation schedule or full wording is not good enough. A warranty is an onerous obligation and an important restriction on cover. The assumptions by the broker that the client was sufficiently experienced fell below the standard required. The Court found that reliance on a so-called quote engine played a role in the broker s shortcomings. The software enabled the broker to offer quotations on behalf of but without further reference to the insurer. The process depends on the broker using information supposedly gleaned from the client. However default settings meant that any information insufficiently explored with the client could lead to arbitrary assumptions being incorporated in the quotation. The broker conceded that to a large extent he had populated the software with information not specifically discussed with the client. This the court said placed the broker more closely allied to the insurer than is healthy. The Court found the client broker relationship is pivotal. The whole premise of that relationship was that it should accomplish something over and above what the client could do for himself were he to approach an insurer direct. That had clearly not happened in this case. The warnings are clear if you wish to rely on an unusual limiting or exempting provision then it must be brought to the client s attention. It may be necessary to take a step back from automated processes when setting up contracts and it may also be prudent to consider any contracts that have been automatically generated. There may be a time bomb ticking in your filing waiting to go off. T he case which amounted to a David v Goliath battle for the insurance industry in Jersey has made anyone wishing to rely on an exclusion clause sit up and take notice. It also put an end to the cry It s in the small print However more importantly for Jersey insurers it saw an expert label so-called quote engines as laying the groundwork for the next big miss-selling scandal. For such an important case the facts are quite simple on 8 May 2007 Caf de Lecq burnt down. The cause was agreed to be overheating of cooking oil by a deep fat fryer. It was also agreed that the insurer was able to decline payment on the policy because of a clause stipulating that www.jerseychamber.com JUNE JULY CONNECT 53 Pensions and Employee Benefits preparing for the future and keeping employees happy through hard times Des Jeffrey of Spearpoint Retirement Services Limited explains how to look after your most important business asset. S trategies around staff retention which may include training personal development pay and benefits are some way down the list of priorities for many businesses as they continue to wrestle with the economic downturn. Dig a little deeper however and you will find that most successful businesses have a very different point of view. As Bill Gates says Take away my top 20 people and virtually overnight Microsoft becomes a mediocre company. So the key message is invest in your staff and your business will flourish. With the spate of redundancies across the islands over the last year or so most employees in the local market have probably been grateful to hang on to their jobs never mind shopping around to ensure that they have a competitive remuneration package. It might not be around the corner just yet but forwardthinking employers who are weathering the storm should now be looking at reviewing the level of employee benefits they offer (if any) and planning ahead to ensure that when positive sentiment does return and the employment market heats up they are then not scrapping just to hold on to their senior staff. the process for the larger employers has indeed started. Auto-enrolment brings all UK employers into the equation over the next five years. As the name suggests - they will require to be enrolled in a pension scheme by the end of the process with a minimum element of employer and employee contribution. The employee can actually opt out of the pension but this would be an active decision after the compulsory enrolment. Local employers can take the view that it isn t here yet so I don t have to do anything but that probably isn t the most engaged response. Whether we like it or not auto-enrolment is going to have an impact on the islands in the not too distant future if not through legislative change then certainly through the pressure of employee expectation. Pensions in the islands Auto-enrolment is a phrase which can be held responsible for a lot of furrowed brows with human resource directors and managers in the islands. This is the compulsory pension provision that has already been introduced this year in the UK. It is being phased in over a period of time but 54 CONNECT JUNE JULY www.jerseychamber.com Spearpoint Retirement Services INSURANCE & PENSIONS Employee Benefits During the numerous employee benefit reviews we have conducted over the last 12 months the general feedback is that the majority of staff do not place any real value on the benefits that their employer provides. This was confirmed by a recent UK survey of small businesses in which as many as 75% of staff stated that they did not understand what benefits apply to them. It should be no surprise then that employers are questioning if they are obtaining value for money on this everincreasing expenditure. So how does an employer source a user-friendly well communicated benefits package that the staff can truly engage with and at the same deliver real value for all concerned I have listed some criteria below that will assist employers in engaging the right professional advisor Anexperiencedprovider that offers the same level of quality product and high service standard irrespective of the number of members Aproviderthatdoesallthe heavy lifting allowing the employer to concentrate on other areas of the business Aproviderthatcancater for different investment solutions within the scheme (bespoke investments and managed strategies) Allthebenefitsshould be in one place for ease of communication pension death in service critical illness long-term income protection private medical plus local offers - gym clubs parking season tickets etc. Aneasy-to-access programme for the members 24 7 single personalised login and online personalised total reward statement. Onepointofcontact one person to call who is responsible for management information and member website design Aproviderwhocan furnish you with references testimonials from other employers you might know. We look after the pension schemes for some of the islands most prestigious companies and we will be happy to provide testimonials references as required. Scheme (QROPC) status. We have relationships with qualified independent actuaries and professional trustees to ensure we are able to offer comprehensive advice and guidance in all areas of pension planning and employee benefit structures including complex final salary schemes. The rapid expansion of trust based pensions in the islands replacing traditional insurance annuities has further highlighted the need for bespoke member advice on the increased flexibility now available at the point of drawing benefits. We believe our secure web based system for pension and bespoke employee benefit information is second to none with valuations updated daily. We offer very transparent costs and provide our clients with the opportunity to subscribe to institutional share classes and exchange traded funds with no advisor retrocession. Spearpoint Retirement Services Limited (SRSL) We have offices in both Jersey and Guernsey and are currently helping hundreds of local employees plan for a better retirement. Our mission statement is to build on this and be the leading employee benefits consultants in the Channel Islands over the next three years. While there are a number of pension investment advisors in the islands we believe we are somewhat unique in that we focus only on retirement pension planning. We pride ourselves in being right up to date with the ever-changing pension legislation as the islands look to position themselves favourably with the EU for the zero-ten income tax regime not to mention the ongoing discussion that Guernsey is having with HMRC over its Qualifying Recognised Overseas Pension www.jerseychamber.com JUNE JULY CONNECT 55 Responsible Lending There are still many in the Channel Islands who believe that banks are closed for lending to businesses but as Richard Corrigan at Barclays explains the banks are indeed open and lending. But borrowing models have evolved and the new focus is on responsible lending . T hose banks with a professional and intelligent approach would consider that the relationships with the businesses they work with particularly small and medium enterprises (SMEs) are more than just lender and borrower and have evolved into a responsible lending relationship. Responsible lenders will look at a number of factors including the overall quality of the business the market sector how well the business is positioned within that market sector and how it is responding to the market changes. There is more scrutiny than ever on a business ability to deal with issues in a timely fashion to provide a strategy for all possible scenarios and on ensuring the business has a handle on costs capital expenditure and projections for the future. Remarkably there are still banks that take a one-size fits all approach. This is onedimensional particularly with SMEs where there is still a degree of tick-box lending and certain market sectors that do not pass the check list are closed off. Qualitative factors must come to the fore for example the quality of the management team track record of delivery and viability of the business strategy. What tips the balance in favour of lenders like Barclays is that we have a thorough knowledge of the local market and the willingness to partner a business and develop a strong relationship over many years. Responsible lenders are those that are paying more attention to the borrowing proportions in order to reduce the likelihood for SMEs to take on excessive financial commitments. Banks generally tend to look at the level of borrowing requested against the level of investment by owners. The borrowing level would then be appropriately set depending on the business plan and future strategy. Businesses with a compelling proposition for lending will find there are more than a few banks willing to work with them. The lending margin charged by banks has increased markedly in the last couple of years but this does not mean they are trying to chase businesses away or that they are not lending. The raw materials required by banks to lend money are capital and liquidity both of which are significantly more expensive 56 CONNECT JUNE JULY www.jerseychamber.com Barclays RESPONSIBLE LENDING in the current market. This is however good news for cash-rich businesses and there are some as deposit rates show a significant premium to the base rate. looking for alternative providers and are finding it challenging to do so. Picking the right bank for your business has never been more important and working to do more with your bank can pay dividends in the long-run through greater certainty and a higher quality relationship. Barclays has a significant market share of the SME sector in the Channel Islands and in the UK. In its first quarter interim management statement Barclays announced gross new lending to UK households and businesses of 10.1 billion and that it has raised approximately 1.5 billion of loans under the UK Government s National Loan Guarantee Scheme intended to reduce the cost of credit to eligible small and medium sized enterprises. Business behaviour change The banker client relationship has also changed considerably. In the growth phase of the economic cycle many businesses spread their financial services requirements across multiple firms often selecting those offering the best terms for a single requirement e.g. lowest cost or highest level of gearing. As some of those banks such as AIB RBSI and Lloyds have reduced their local exposures or are exiting the market altogether so clients are That said responsible lending is sometimes about not lending at all. No can be one of the hardest words but responsible bankers who will endeavour to always find the positives in any business would be remiss to lend if the business case does not hold up to scrutiny. This does not mean that such banks leave a business high and dry. We would work in partnership with the business to offer support at a different level perhaps over a shorter period of time or simply give good business advice to help the business maintain its position until such time as things change and lending is an option. Business illness and diagnosis An often repeated request from businesses is to increase their working www.jerseychamber.com JUNE JULY CONNECT 57 RESPONSIBLE LENDING Barclays Some examples of what to do before approaching a bank for a loan Seek good advice from accountants and other professional advisers throughout the life cycle of the business Have a business plan and strategy and update it in anticipation of the future pressures Stress test a number of scenarios for the business consider what you would do if margins decreased by say 20% and or if sales dropped by 10 or 20% Carefully consider your fixed costs Approach your bank with a range of business scenarios e.g. best business case scenario the worst case and the realistic case. poor management of the debtor book excessive write-offs poor supplier management and weak margins are just a few examples of contributory causes. Consolidating suppliers may help to increase negotiating power on supplier terms and creditor days whilst a keen eye on margin management can be even more powerful than a topline focus on sales volume. It is also important to consider the level of personal indebtedness that owners have to their business. There may come a time when it is sensible to hang up your spikes rather than take excessive risk in pledging further personal assets to support an ailing venture. Many successful entrepreneurs have experienced business failure but importantly have known when to walk away. Working with the client the bank can assist in diagnosing the ills and sorting them out. The benefit of working with a strong local bank is the knowledge of the local economy and the pitfalls and dangers as well as the opportunities available. be very useful and private investors and HNWs may bring a level of objectivity expertise and decisionmaking ability to a business that is attractive to bank partners. There is also good start-up advice available locally for example through Jersey Business. Making tough decisions Downside risks remain within our local economies and can support a glass half empty view . Of greater immediate concern is the cumulative cash flow pressure of several lean years - businesses go bust because they run out of cash. The key here is to revisit the cost base. Some businesses might say they did this two years ago but they need to do it again and often. Consideration needs to be given to the levels of fixed costs and how these are best managed for example through out-sourcing. There needs to be a sensible and strategic approach to recruitment as the cost of employing staff continues to rise. The introduction of flexible employee contracts should be considered. A hard-nosed approach now will mean the business survives to reap the benefits of a new growth period. After all it is these businesses that will be employing in the future so hard decisions need to be made. capital although this really is symptomatic of a more significant underlying illness. A good banker should work with the business and its professional advisers to consider the best way forward for a cure and help to administer treatment. Cash flow pressure can come from many factors 58 CONNECT JUNE JULY www.jerseychamber.com Other funding sources Interestingly we are seeing an increase in private lending activity. There are a number of local high net worth (HNW) individuals and investment groups actively seeking a return. Private investment alongside bank lending can COURSE CALENDAR All sessions run from 16 30 to 18 30 LEASES AND REVENUE RECOGNITION 28 JUNE IFRS 10 - DEVELOPMENTS IN CONSOLIDATION 6 SEPTEMBER CPD ON DEMAND A flexible and cost effective solution to develop the skills of finance students and professionals. CPD on demand covers a wide range of topics online including financial reporting management accounting tax and business skills. For further information on CPD course available from BPP Jersey please contact Ian Lucas on ianlucas bpp.com HEDGING 11 OCTOBER IMPAIRMENT DEVELOPMENTS 15 NOVEMBER ACCOUNTING YEAR IN REVIEW 4 DECEMBER YOUR AMBITION REALISED Promotional Feature WOMEN IN BUSINESS The Old Government House Hotel and Spa The Old Government House Hotel and Spa When it comes to Women in Business at The Old Government House Hotel and Spa it is simply impossible to single out one woman to talk about when there are many successful female heads of department who all contribute to the overall success of the hotel. T he first of these that guests will usually come into contact with is Aureliana Diana The OGH s Front of House Manager. You just have to walk into the hotel reception and you will find Aureliana s Front of House team waiting to welcome you to the hotel. In a business that can face any challenge imaginable and at all hours of the day Aureliana and her team need to be ready for anything from juggling rooms to accommodate early arrivals (not easy on days when the hotel is at full occupancy ) to making restaurant and taxi reservations or arranging for special amenities in a room to mark a special occasion. She works hard to anticipate guests needs and is always willing to help service with a smile in every sense of the word As well as leading the Reception team Aureliana is also in charge of the Reservations team at The OGH a busy department handling both corporate and leisure bookings. She is responsible for maximising the occupancy of the hotel whilst yielding the best possible daily room rate. Having been at the hotel for 2 years she has quickly become an integral member of the management team. Interaction with guests is a key part of managing a hotel and nowhere is this more apparent than in the hotel s Revolution Gym run by manager Charlene Carter. While guests and members alike push themselves to stay in shape Charlene is an endless source of good advice not just on exercise but on healthy living in general. Rather than stay cooped up in an office Charlene spends as much time in the gym as possible helping people to achieve their best. Charlene also runs a number of the gym classes including Kettle Bells Swiss Ball Body Conditioning Spinning and Abs Bums and Thighs and she is qualified to give personal training sessions to anyone who needs an extra push. Charlene and her team enjoy their work and it is obvious that they are doing a great job as membership to 60 CONNECT JUNE JULY www.jerseychamber.com the Gym is now at capacity with a waiting list of those eager to join should a place become available. A more public and well known face with whom many in business may already be familiar is Director of Sales Michelle Morley. On an island where relationships are key to success Michelle has spent the last four years building and maintaining strong relationships with the OGH s corporate clients and also with tour operators from the UK and across Europe who bring leisure visitors to Guernsey. It is Michelle s role to ensure that people are aware of all that s on offer at the hotel and she regularly invites clients into the hotel to view the facilities at first hand. Michelle also has responsibility for the local PR and marketing of the hotel and works hard to keep Guernsey s only five star hotel at the forefront of everyone s mind Whether it s editorial advertising posting food images on facebook or tweeting the latest news she and her team know how important it is to be proactive rather than simply relying on their reputation to bring in business. It is one thing to bring business into the hotel but it is just as important to ensure that each and every guest of the hotel whether staying overnight dining in one of the hotel restaurants or attending a meeting or function has a memorable experience for all the right reasons. The staff at the hotel are key to making sure that guests expectations are met and The OGH therefore takes the recruitment and training of its staff very seriously a role undertaken by Human Resources and Training Manager Michaela Gerlich. Meeting Red Carnation Hotels high standards as one of the top 100 companies to work for Michaela organises not only the hiring of all new staff but also a training schedule for each employee no mean feat in a company with more than 90 members of staff From first aid to wine training from service standards to telephone www.jerseychamber.com JUNE JULY CONNECT 61 WOMEN IN BUSINESS The Old Government House Hotel and Spa skills Michaela arranges each session in some cases bringing across trainers from the mainland to make sure that all employees have access to the knowledge they need to carry out their job properly. Michaela is also one of the first managers new staff meet as she is in charge of running special induction days for every new staff member that joins the OGH. The longest-serving woman in business at The OGH has to be the hotel s Director of Meetings and Events Holly Marquand who not only takes the enquiries and bookings for all meetings and functions but also leads the whole conference and banqueting team in their day to day operations. Anyone who has ever attended a meeting or function at the hotel can only begin to imagine what the role entails on a daily basis. With seven function rooms to look after Holly and her team have to be exceptionally well organised to ensure that every coffee break is delivered on time all equipment is working perfectly rooms are laid out as requested by the client and most importantly that the organiser s every need is anticipated and met and that expectations are exceeded by providing the highest levels of service. Having been with the hotel now for more than 10 years Holly s communication skills efficiency and attention to detail consistently impress meeting and function organisers and the praise and thanks that Holly and her team receive is matched only by the number of loyal clients and regular bookings which the hotel relies on. The Old Government House Hotel and Spa is certainly a business that embraces women in business and the fact that half of the hotel s management team are female is testament to this. The smile is genuine the service flawless OVERLOOKING ST PETER PORT HARBOUR GUERNSEY This most famous hotel in the Channel Islands provides splendid luxury generous hospitality and passionate service. Seven meeting and function rooms a fine dining restaurant brasserie cosy bar outdoor pool full gym and spa. Complimentary Wi-Fi is offered. Best Available Rates by quoting Connect . Experience our personal service at first hand. Awarded Awarded Guernsey Business of the Year Excellence in Training Best Large Business AA for dining Guernsey s Leading Hotel WINNER WORLD TRAVEL AWARDS 2010 AND 2011 No request is too large no detail too small St. Ann s Place St Peter Port Guernsey GY1 2NU T 44 (0)1481 724921 E meetingsandevents theoghhotel.com www.theoghhotel.com WWW.REDCARNATION.COM 62 CONNECT JUNE JULY www.jerseychamber.com PERFECT HARMONY Flexible responsive and easy to do business with our pragmatic team takes a fresh approach to achieving client objectives. Our clients include leading financial institutions high net worth individuals international businesses and funds in the Channel Islands and globally. We are also leading lawyers to the local community servicing the needs of individuals and families in Jersey and Guernsey. services banking & finance corporate & commercial dispute resolution employment insolvency & restructuring investment funds Best Practice Offshore Law Guernsey Jersey Singapore www.collascrill.com ip & e-business personal & family law property - commercial property - residential risk & regulatory trusts & foundations wills & estates Corporate events ManageMent & planning at the refinery the refinery offers an extensive full service from start to finish. excelling at planning organising and delivering all kinds of events to exceed your expectations. make us your beating heart and you won t have a cardiac. wine Dine ReFine GANTT CHART CLIENT EVENT JOBS LIST TIMELINE JOB COMPLETED GANTT CHART CLIENT EVENT DATE JOBS LIST TIMELINE JOB COMPLETED DATE dAtABASe orgAniSAtion venue orgAniSAtion deSigning BeSPoKe invitAtionS uPdAting AccePtAnce liSt entertAinment food & BeverAgeS Set uP of event locAtion cHASing rSvPs orgAniSing corPorAte giftS equiPment Hire room decor BrAnding mAnAgement of event itSelf After event cAre AdditionAl event oPtionS creation of invitee database. event Photography. Pr coverage. members of the refinery team will be allocated to the set-up and management of your event. they will be on hand for all queries meetings and administration in the run up to the event and present on the day to ensure smooth management. make the most of our knowledge and expertise and call us today on 720200 or email events getrefined.com to discuss your requirements. 11 Peter Street St Helier Je2 4SP 01534 720 200 info getrefined.com The Refinery MARKETING BOARD The Website Checklist Whether you are having a website built for the first time or you re looking at a redesign there are certain principles that apply. Alaistair Jerrom-Smith IT Director from The Refinery guides us through the top considerations. Template V s Bespoke There are two ways you can approach building a website. The first is the use of the template a ready designed format that will enable you to only change colour text and pictures. The benefit is that it s quick to get up and running the disadvantage is that it offers little flexibility and is generic in format. The alternative option is to have your website designed and coded to meet your specific requirements. Due to its bespoke nature this will take longer but you will receive a tailored product that can incorporate elements of e-commerce interactivity and database capture. Flashy Site You can create stunning visual effects and interactivity with Flash or HTML5 to impress your clients. However Apple decided to remove support for Flash in 2007 which means you now need to ensure you have alternate content just for the iPhone and iPad. In 2011 a new alternate called HTML5 became available in most major web browsers allowing you to have one version of your site working across most devices. If you ve got a site that was built prior to 2011 and uses Flash you need to start thinking about providing backup content to ensure your site is viewable by all your clients. have to go through offshore call-centres and you get a personal service from people you can meet face-to-face. SEO (Qu est Que C est ) Web navigation is driven by search engines such as Google or Bing. If your site cannot be found by search engines or you re cited way down the list you are unlikely to receive desired traffic. Search Engine Optimisation (SEO) is the solution. Sometimes this is delivered through the integration of key words into your web copy but building effective links is also paramount. SEO offers a great return on investment. Domain Names When choosing a domain name for your site ensure that it is short straightforward and easy to remember. We recommend investing in a .com or .co.uk and rarely choose a .je option . Domain name availability can be researched by your agency you then pay a yearly charge to keep the name and it is not an expensive process. Tackling New Technology Are you turning away customers just because your website is not compatible Your site needs to work across browsers and be fully compatible with a wide range of devices including iPhones and iPads. Website coders who are worth their salt know how to work with orientation detection devises to ensure your iPhone view is suitable to the content. www.jerseychamber.com JUNE JULY CONNECT 65 Local Hosting Every website must be hosted (stored) on a server which makes them accessible on the Internet. At The Refinery we have our own servers where we look after clients websites and private databases. The great advantage of using a local host is that you receive a quick response for any problems you do not Advertising Feature Corporate and Commercial team Left to right first row Alison Smith Gary Drinkwater Nick Henman Jon Barratt Matt Royle Robert Knapman. Second row Stuart Colley Tim Dare Andy Tomlinson Steve Key Shane Cardy Mandy Gaynor Anwen Davies. Third row Adam Warren Emma Gardner Michaela Nobes Anita Hayes Ailish Nardone Mark Thorpe. Back row Daniel Ireland James Woodeson Erin Cowham Glen Rayner and Mick Radcliffe. I n line with HSBC Group s global strategy the Corporate and Commercial sector is regarded as one of the key strategic growth areas for the Bank and in Jersey this has resulted in a further significant investment in the Bank s capabilities in this market. During the last six months the team has expanded and evolved to align closer to the sectors it services to ensure Relationship Managers can devote even greater resource to meeting client needs. There are three distinct groups within the wider team a local Corporate and Commercial unit providing services to SMEs and larger corporates a Real Estate team featuring corporate property specialists and a newly expanded Trust and Intermediary team. Together it makes for a 35 strong band of experienced professionals who have more than 560 years banking experience between them at HSBC alone. Greater focus has been given to the make up of the Trust and Intermediary team in particular. The revised structure has been designed so that individual Relationship Managers can devote additional time to servicing and onboarding individual clients this has been made possible by increasing the size of the team and reducing portfolio sizes. Alongside this there have been enhancements to the onboarding procedures and the bank is now able to selectively offer preferential deposit rates for larger deposits. These moves are a direct response to client demand from the many local fiduciaries and their clients who are increasingly looking to use a banking group such as HSBC because of its experienced track record its major long term presence in the Island and the strong Credit rating of the HSBC Group itself. The Bank s Corporate and Commercial business also features two other dedicated teams. Real Estate which in addition to supporting the local commercial property market handles the banking needs of the funds community. The strategy By professionals for professionals is helping the bank establish a strong reputation. The local Corporate and Commercial team is geared up to service the requirements of local SMEs through to Corporate institutions with turnover in excess of 250m particularly being able to offer guidance HSBC MEET THE TEAM Bank makes renewed commitment to Corporate and Commercial services HSBC s Corporate and Commercial team in Jersey which was already one of the Bank s largest and most experienced in the Island has been given renewed impetus. to customers who trade internationally or aspire to trade internationally. The consistent feature within all three teams is the experience they offer. Many of the managers have been resident in the Island long enough to recall earlier downturns and recessionary conditions and are therefore best placed to help clients with their banking needs as they adapt to the ongoing turbulent economic environment. Leading the Jersey operation is Nick Henman recently appointed Area Commercial Director for HSBC Plc in Jersey who has previous Senior Management experience with the Bank at Canary Wharf in London. Gary Drinkwater is also based in Jersey and following the retirement of Dave Hellen Regional Director Channel Islands and Isle of Man has taken over as Regional Corporate and Commercial Director Channel Islands and Isle of Man. Commenting on the expansion of the team and its specialist focus he remarked We have a stable well established team brimming with experience in this market. This increasing investment by the Bank both in people and resources is a symbol of our determination to be the leading local and International bank in Jersey. Corporate and Commercial Senior Management team Please include names below each picture which are as follows Left to right Anwen Davies Gary Drinkwater Nick Henman and Jon Barratt. HSBC Bank plc is regulated by the Jersey Financial Services Commission for Banking General Insurance Mediation and Investment Business UNPLUGGED John Harris Risky Business In each edition of Connect we are going to enable someone in the news to speak directly to you in their own words...Unplugged. What you are about to read is a transcript beyond minor changes to punctuation and syntax to aid clarity these words come directly from the person who uttered them. This time James Filleul met the Director General of the Jersey Financial Services Commission ( JFSC) John Harris as a regulator should the Commission play a role in stimulating the economy Photography by GaryGrimshaw James Filleul What do you perceive the role of the Regulator is today in Jersey John Harris I think we have no better guidance than our guiding principles which are in shorthand to protect investors. We have a responsibility to uphold and maintain the reputation of the Island in commercial and financial matters and in tandem with those first two objectives to act in pursuit of the Island s best economic interests and fourthly to combat financial crime. I think those four principles are still relevant today. There should always be a discussion about the interaction between them and the degree of each of those in the policy mix. JF What role do you think the Regulator has if any in stimulating the financial services industry JH I think if you just narrow it down to saying the Regulator has a responsibility to stimulate the financial services industry that would be wrong and misconceived. However that said I do think that the Regulator has a responsibility to be aware of the need for economic development and economic growth to make sure that its policies to the extent possible do not frustrate that economic growth. And that if taken in tandem with the principles of protecting investors and maintaining the Island s reputation and integrity there is a role to be played by the Regulator in assisting with new structures new products and new thinking to actually allow market participants to develop the Jersey offering. Now the other thing I would say is that probably the (guiding principles) need to be re-written to say the best long term economic interests of the Island. And it would be more comfortable territory if we did that because very often it is a criticism that is levelled at the Commission that if you don t licence a new banking entity for example how can you be acting in the Island s economic interest because it would create employment it would create secondary spin-off benefits economic benefits. But of course the counter argument is well yes it would provide some short term incentives but if for example you ended up with a banking 68 CONNECT JUNE JULY www.jerseychamber.com failure a call on the deposit protection scheme you ve really undermined your commercial reputation. JF So how do you balance agreeing to new business which would support the economy in the short term but equally managing the risk which you might see further down the road JH Yes we re receiving a fair amount of criticism at this time for effectively doing the core role we do - which is to exercise judgement. And that is a statutory role that is given to us. The answer is it s always a case by case approach and you re never going to get a better answer than that because if you take a formulaic approach you re storing up trouble. If you relax your underwriting standards or your business acceptance standards for anything other than a well-considered change to your risk appetite as a result of the new reality in financial markets you re probably going pay quite a heavy price down the road. It happened before in about the middle of the last decade. There was a big move to actually move more into the expert investor area of the funds universe and for the most part that was really good business and the Island has benefited hugely but unfortunately we are now seeing today in 2012 some of the legacy issues from having had perhaps an undue relaxation of the business take-on standards at that time - and you only need three or four of such blow-ups to take place and then you ve undermined the reputation of the Island. JF But if you re saying that it is a judgement call because you don t want a more prescriptive approach how do you make sure that your judgement is being reflected through all of the people that actually implement it day to day i.e. your staff JH We have long had policies that we adopt that we publish and that we re prepared to discuss with industry on an on-going basis. A classic example of that has been the very restrictive approach to bank licensing. It may be now for example in terms of the proposals in the UK that Jersey s approach to bank licensing is no longer quite as appropriate as it was in the past. I mean the banks are hardly queuing up at the door to enter Jersey. So there will be a debate and it starts at the Commission Board level. That outcome is translated into a policy approach and it s my job amongst other responsibilities I have to ensure that through the My critics will probably say that I ve erred too far to the risk management side of the equation and there will be plenty of those. www.jerseychamber.com JUNE JULY CONNECT 69 UNPLUGGED John Harris If you relax your underwriting standards or your business acceptance standards for anything other than a wellconsidered change to your risk appetite as a result of the new reality in financial markets you know you re probably going pay quite a heavy price down the road. cascade mechanism in the Commission that staff are fully clear on the policy fully clear where to go to inform themselves in respect of any individual matter and they are fully aware of the escalation procedures that they need to follow in the event that the judgement is a difficult one. Now and again we get criticised for being slow but sometimes that slowness can reflect the fact that you re wrestling with a very very difficult matter and you try to find the right answer to be fair to all parties - and it actually takes more than one individual mind within the Commission to arrive at that conclusion. JF Do you think the JFSC is being unfairly criticised at the moment JH I d hesitate to say unfairly criticised. It s often a natural response to stretch circumstances to look for a simple solution or a single solution and I think probably what I would say is that ascribing lots of the current economic climate difficulties in Jersey to the Regulator is too simplistic by a long long way. Equally though I can see that we re always going to struggle to articulate our position when frankly there isn t a great deal of business around and that times are hard and banks are retrenching. They re not making profits in a low interest rate scenario capital raising is difficult and the burden of regulation being pushed down the pipe internationally is massive. So we re trying to balance all these difficult competing things. I do understand why people aren t necessarily always satisfied with the outcome. JF Two phrases are often used risk elimination and risk management. Where do you think the JFSC s focus should be JH It must be on risk management. You cannot have risk elimination. If you have risk elimination and a regulator sets out to achieve risk elimination you are by definition going to massively truncate your providers capacity to offer products and services of relevance to the market. That s a given and some argue that actually in the UK the pendulum has swung far too much in that direction and that that s going to be a big dampener to economic activity. So risk elimination anyway is impossible as long as you have financial services and products offered to international investors you are going to get outcomes that are unpredictable so don t kid yourself about risk elimination. Where you are in that spectrum is really what the debate is about. JF Are you in the right place JH I wish I could say with conviction that I was absolutely certain we are in the right place. I think we re broadly in the right place but I think regulators are rarely going to take really big bets really big risks. When you think about what they are required to do in statute - let s be frank we have a statutory responsibility for the reputational issues that affect the Island. That doesn t lead you to a risky approach. I think over the years the Commission has established a pretty decent track record in being open to new ideas new products and taking a certain amount of risks. The Expert Funds Regime in 2004 was one the Unregulated Funds Regime came in in 2008 9 was another and we ve just of course and in record time along with industry put together the Private Placement Regime as a partial response to AIFM. I think we broadly get it right most of the time but we don t get it right all of the time and we never will. JF How do you see the perspective taken here compared to Guernsey JH Well I ve wrestled with this problem ever since I ve done this job which is now coming up for six years - and it s really really difficult to separate the reality from the so-called anecdotal evidence. I do understand that people are not rushing to say to the 70 CONNECT JUNE JULY www.jerseychamber.com Regulator you got it wrong here you got it wrong there I m really unhappy with you in this particular case but unfortunately too much of this debate is couched in terms which are not specific so it s very difficult to get a handle on it. For example my counterpart in Guernsey often says to me that his market practitioners complain a lot about them relative to Jersey I think Guernsey has done well in some areas that have long term consequences. For example they were much more open to private equity about seven or eight years ago and they licensed one particular individual in Guernsey that we didn t and I think that community is such that word of mouth matters. A lot of people then started to adopt a Guernsey first model as a result of that particular experience they have got a much larger proportion of that business then perhaps we have. So perhaps with hindsight that wasn t our finest hour. Well we ve been more successful in other areas. JF Sure but you must also recognise that some people are reticent to give you an example of a problem for fear that might have consequences for their business JH I ve never understood that in Jersey. I don t think that we ve ever behaved in a fashion that actually justifies that particular stance. Of course we ve taken enforcement action in certain cases and that s never popular and it s very often contested and people will have a different point of view to the Commission. But in terms of there being a reaction that somebody who s criticised us directly and brought a particular failing on the part of the Commission to our attention has then somehow been targeted I just don t think that is borne out by any experience that I have had in the six years I have had in this job. I think we are much more open minded than people give us credit for and I think people should be prepared to test that. If you have a problem with the way my Funds Authorisations Unit dealt with your application ring me up and tell me and give me some specifics and I am very happy to receive that feedback directly myself and then I will test it. JF If there was a perception that more needed to be done to stimulate the economy who could give that instruction to the JFSC JH Well this is quite www.jerseychamber.com JUNE JULY CONNECT 71 UNPLUGGED John Harris to have the maximum amount of flexibility at home. That s the trade-off that we re always trying to manage and it s difficult to do. So I think if our government wants to enter into a very new style of financial services intermediation with a much higher risk appetite I think the first thing is for the government to say so and then I think it is for the Commission to respond responsibly. It s far better to do it that way than to use instruments where people are ordering each other around where you re in difficulty straight away because you can never forget the fact that you ve got to be able to demonstrate to the IMF when they come every five or six years that there is an independent financial regulator here. JF You ve got a commercial background but you ve now been regulator for six years - have you changed like to think that I ve tried to maintain a balance between risk and reward and at any one time you re going to be slightly off. I doubt very much you re ever going to quite hit the sweet spot. When the financial climate is tough it would be very easy to take the brakes off and relax everything but you really have to think about that and the long term consequences of doing that. You may actually end up shooting yourself very badly in the foot. So I think I m more open than when I was a commercial operator to seeing both sides of the story now. My critics will probably say that I ve erred too far to the risk management side of the equation and there will be plenty of those. But I m open to dialogue and my staff are open to dialogue and I certainly know the Commissioners are open to dialogue so let s talk about it rather than take pot shots across the hedge at each other. That s the answer. I think people would be surprised as to how much we are prepared to listen but please come with some good stuff rather than can you just be quicker or can you please be smarter or can you please be easier. Now what do you do with that Jersey s approach to bank licensing is no longer quite as appropriate as it was in the past. I mean the banks are hardly queuing up at the door to enter Jersey interesting territory. There is a residual power of direction of the law to allow the Minister of Economic Development to give direction to the Commission - but equally there is a memorandum of understanding in place which is designed to deal with the international standards and demonstrate the Commission s independence. It effectively says that would only ever be enacted in a national emergency and in terms of regulatory decision making you leave well alone. So you re always looking to meet the international standards but at the same time looking JH Yes I think I would have to admit that any emersion in the regulatory environment particularly the international regulatory environment through a financial crisis such as we have lived through - which was a near death experience for a lot of banks and actually for some financial centres - I mean that must change you. Some Jersey investors have lost money through that period of time that s not pleasant. You ve seen the down side of risk much more up close and personal as a consequence. Yes of course it s changed me in the sense that I have those war stories to tell but fundamentally I think I d 72 CONNECT JUNE JULY www.jerseychamber.com Politics COMMENT If I was elected... Welcome to a hypothetical world where Jersey s leading business professionals stand for election Where would you start The obvious place to start would be to look at the States Strategic Plan - but on the whole I am supportive of its direction. Like most things it will be about the execution of the policies and the direct benefits it provides Jersey that will be the true indicator of its success. Surely cost related issues would be on your agenda I have to say firstly that I have a lot of respect for our Island politicians who have a difficult job given the enormity of the challenges that a jurisdiction like ours faces. Costs are in sharp focus for everyone and like any business or entity the States have to look at every area of their day-to-day running costs and ensure they are appropriate and fit for purpose. The only alternative way to balance the books for the States is to go on increasing personal taxes and charges. Not only does this impact negatively on individuals but it also further dampens the economy by reducing their spending power. However great care is needed when deciding on reductions in public spending in order to protect vital public services. What processes within key States departments would you review I would look at the planning process and yes I know this is an age-old topic but it is one that affects commercial entities as well as homeowners. It seems to me that it is slower than it needs to be our application to redevelop our Charing Cross site has been being going on for a very long period. Given the initial encouragement we received from Planning in the run up to the submission of the application and the widespread public support we saw when it was published and exhibited we are surprised that permission hasn t been given yet. We feel that the economy is in desperate need of private investment on this scale and believe this development represents an ideal opportunity to stimulate the economy and create much needed employment. Given the chance I would enforce the following law... We have consistently campaigned for GST to be removed from the basic commodity of food. Our stance has not changed. There is no doubt that the 5% is biting and as we have said before the blanket application of GST means it is affecting the poorest in our island society the most. I would go after as a quick win... The recent elections have seen many new faces and there is an opportunity to ensure the execution of policies and procedures is delivered more consistently across politicians and civil servants. Where would you see your expertise making the biggest difference I would explore the opportunities for pan-island co-operation as the sharing of best practice could be a great advantage to our islands. As a pan-Channel Islands business we appreciate the benefits of this close way of working more than most. There have been strides towards this in regulation some departmental services and most recently it has been initiated in Education amongst others. However there is a long way to go but given the economic climate and the external scrutiny we are currently receiving there has to be mutual benefit in sharing ideas and learning from one another. Colin Macleod is the Chief Executive Officer of the Channel Islands Co-Operative Society the only large local food retailing business employing more than 1 000 Islanders in 25 retail stores across the Channel Islands. www.jerseychamber.com JUNE JULY CONNECT 73 W hen you literally live eat and breathe your job and your workplace is right on the doorstep setting aside me time is very important. Each evening when St Peter s Church clock strikes seven o clock Kristina and Carlton Le Feuvre the founders operators and essential cogs of one of Jersey s premier attractions sit down for dinner with their teenage children (when they are around) or with friends. It is when this enterprising Jersey couple put thoughts of aMaizin Adventure Park aside to enjoy a home-cooked meal catch up on each other s news chat over family matters and make plans. Kristina explained We are always discussing the business which is only natural when a husband and wife work together. The children are teenagers now but we still try to sit down together as a family when we can for a proper meal as it is the only time when we can catch up on what s happened during the day. Often it is a time to check how they are doing as we don t always get to see them throughout the day. This was especially important when they were growing up as the business took up so much of our time. Working from home is a double-edge sword because your work is always there so that is why we sit down to dinner at 7 pm every day even if it just me Carlton and the dogs to catch up. We always make time for that. The story of how an old Jersey farm in St Peter was transformed into the Island s top family and multiaward-winning attraction is without doubt an extreme example of diversification in the rural economy. While farmers have changed direction by going over to niche crops or converting to organic production Kristina and Carlton quit the industry and created a family-centric adventure park with children s parties crazy golf go-karts tractor rides barnyard animals a toboggan run rides and crucially a themed maze. The venture may have begun with a maze but that is now just a summer highlight of the 42-verg e attraction. Their hard work has been recognised locally and at national level. Kristina was named entrepreneur of the year by the Jersey Institute of Directors in 2005 and Established Director of the Year last year. In 2007 the Sunday Times placed the park its top 20 best British breaks and in 2010 it was runner up in the National Farm attraction of the Year Awards. 74 CONNECT JUNE JULY www.jerseychamber.com Kristina Le Feuvre NO ORDINARY DAY JOB Kristina Le Feuvre The Island s agriculture industry has diversified in many ways over the past decade but none quite as extreme as La Hougue Farm in St Peter - aka the aMaizin Adventure Park run by Carlton and Kristina Le Feuvre. So what is the secret of their success Or to be precise what keeps locals and visitors coming back time and time again. It might not be everyone s cup of tea as Kristina admits some people get it and some don t but it works. She says it is all about providing a safe friendly and fun environment where children can be themselves run around and have fun in the fresh air and learn. And that includes providing facilities for disabled adults and children and also incorporating learning into the activities. There s been a lot of thought put into the park she explained. Every activity we put on has a health or educational benefit to it as we are very keen to encourage play and bringing children here so they can learn and make new friends. We have very appreciative customers who never fail to tell us how much they enjoy the place and what a fantastic job we have done. There are times when we do feel despondent and then you get comments like that and it makes you feel great. We are always discussing the business which is only natural when a husband and wife work together. The Le Feuvres live on site as generations of Carlton s family have done - albeit tucked away from the view of 55 000 Islanders and tourists who visit the park each year - and work seven days a week from Easter to September. They employ more than 20 staff. Kristina - Miss Battle of Flowers 1985 - has never had an ordinary day job. Before she joined the family farming business after giving birth to their first child she was one of only two treasury analysts worldwide for American Express. Her analytical skills have been applied to implementing the processes and procedures that ensure every day goes as smoothly efficiently and safely as possible for all concerned staff and visitors. www.jerseychamber.com JUNE JULY CONNECT 75 76 CONNECT JUNE JULY www.jerseychamber.com Kristina Le Feuvre NO ORDINARY DAY JOB I feel I can potentially make a difference in the tourism industry. It gives me an outside life and keeps me in touch with what s happening within the Island While Carlton is an early riser walking the dogs before work Kristina admits to not really being a morning person. Nonetheless in such a hands-on business that operates outdoors open to the elements there is a very important task to perform. The first thing I do every day when I wake up is to check the weather and it is also the last thing I do at night she said. Our staff work according to a regular rota but we do adjust their hours if the weather is bad so we have to move them around. In extreme weather we have to close so we put the staff on other duties. Also as our staff are cross trained they don t just work in one area or carry out set duties. Last winter they took a long hard look at their lives and made the decision to reduce their hours. I have cut my hours down I am not staying up working until two or three in the morning she said. I am not taking work home and I am not turning on my home computer I may do little bits but only for the fun like updating our gifts and party bags website Lippyloo. com but I am definitely not taking figures home. Her job very much takes place at the coal face of Jersey s tourism industry bringing her into daily contact with locals and visitors. Not only does it enable her to analyse her own customer feedback this constant interaction with visitors is invaluable for her roles as a member of the Tourism Development Fund the Institute of Directors Industries Sub-Committee and the Chamber of Commerce Tourism Committee. Kristina says she really enjoys those roles the interaction of committee meetings and discussion groups and being involved I don t know for how much longer we are going to keep doing it she said. But as long as we are enjoying what we do I may still be here pushing Carlton around the place in a wheel chair when he s 80 at the strategic level of the tourism industry and Island business life working alongside people with strong opinions and strength of character . I feel I can potentially make a difference in the tourism industry. It gives me an outside life and keeps me in touch with what s happening within the Island she said. Has she ever considered standing for the States I have been asked a lot of times to go into politics and it is something I would probably have done ten years ago but not now. It is definitely not something I would like to do as there are other things I would like to do with my life. For the time being her life is family the Adventure Park and outside interests. I don t know for how much longer we are going to keep doing it she said. But as long as we are enjoying what we do I may still be here pushing Carlton around the place in a wheel chair when he s 80 We do talk about it every so often but as long as we still have fresh ideas the vision enthusiasm our health and each other we ll just keep on going. www.jerseychamber.com JUNE JULY CONNECT 77 PUBLICi Richard Rolfe Starting Work Early... Jersey currently has record levels of unemployment. But how do you make sure the Island s school leavers are best prepared to get the few jobs which are available Connect put the question to a former Island head teacher and top business award winner Richard Rolfe. R ichard Rolfe knows from experience what it is like to be unemployed during a recession which is why his heart goes out to the Jersey youngsters currently seeking work. He graduated in the early 1980s when inflation was running at around t10% and some three million people were out of work in the UK. Tough times to be looking for a job even with a decent degree but then paper qualifications have never been a guarantee of success in the job market. In spite of sending off hundreds of applications his prospects looked bleak. What made matters worse was that only about 10% of employers bothered to reply which he found soul destroying when his self-esteem was already at a low ebb. This insensitivity to the plight of those eager to work has changed little over the past 30 years as today s unemployed are discovering. And it annoys him. There is no excuse for employers who do not respond to applicants. It makes me really cross when employers don t acknowledge young people s applications he said. While rejection can be frustrating he added at least you know where you stand but not to acknowledge an application which has taken time and effort especially when job opportunities are scare - sends out a message that young people aren t valued. What we are doing to our young people is creating a lot of unrest because they don t feel that they are valued. They want to work but there are few opportunities he said. Richard was one of the fortunate ones who managed to find a job. A visit to a careers fair in his home town Leeds set him on a career path that in 2011 saw him become the first teacher to win a national award from the UK s top business leaders. Then head teacher of Le Rocquier School he won the Institute of Directors Director of the Year award for the Public Third Sector - and he was runner up in the main Director of the Year category. I just happened to go to a careers fair held in a massive hall he explained. I went in right opposite an accountancy stall and I found myself being given a professional interview. They asked me to come back in half-an-hour and they offered me a job I have never forgotten the elation of getting a job and feeling on top of the world. Accountancy served him well until 1987when he decided it had run its course. He took an opportunity to give up his salary and retrain as a teacher and he feels that this was the best 78 CONNECT JUNE JULY www.jerseychamber.com decision of his working life. He taught science deliberately choosing schools in underprivileged areas before taking up his first headship in Jersey in 2003. That first phase of his working life still serves him well providing the sound business grounding which he applied to teaching. Being diagnosed with cancer of the bladder in 2010 and the subsequent treatment - made him re-assess his life for a second time. In spite of writing books and a number of little projects at the age of 49 he is enjoying the gap year he never had. Mostly to help him beat the disease but partly to reduce the list of 50 things to do before reaching his half-century. He may have left teaching in the physical sense but he still has forthright views about the Island s education system and a passion for the welfare of its young people. To remind him (if he ever needs it) he keeps a sign on his desk. It reads Children are messages that we send into a future that we shall never see. As Richard sees it the problem with Jersey s current approach to educating 14to 19-year-olds is that the message is all about exams results and university entry as opposed to acquiring life skills and incorporating vocational training into the curriculum. While local education authorities (LEAs) in the UK are waking up to the benefits of turning out well-educated and capable individuals for the benefit of society - and to drive an ever-evolving economy he believes the Island is stuck in a rut. When I was born 50 years ago just five per cent of people went to university. Now it is 35 - 45% and this is at the cost of vocational education and the skills that employers want. We have a situation at the moment of 550 000 people coming into the UK to fill jobs because the education system never delivered those people he said. This is not helped he added by perceptions that diminish the worth of manual work or employment in some sections of the hospitality industry. He has no doubt that the Three Rs are vital to every child s education but so is being given the opportunity to learn the vocational skills that can be used in a variety of industries rather than sending school leavers into the world of work at the age of 16 without the necessary practical experiences essential for a flexible workforce. Richard believes it is easy to criticise the finance industry but it has given the Island a lot of opportunities for the economy not just www.jerseychamber.com JUNE JULY CONNECT 79 PUBLICi Richard Rolfe for the banks but for service industries as well. It is important for any economy to be diverse and it is bad to have every thing focused on one sector. Politicians need to give more support for the emerging industries - it is about the willingness to have an economy that is flexible enough to cope with what s around the corner he said. With central government support the National Curriculum in the UK has undergone change to place more emphasis on learning useful skills and to encourage children to go on to further study or to work. Changes have been introduced to encourage children to continue in education for longer so they have a better chance of finding suitable jobs. Along with the new diploma qualification there will be changes to GCSEs and A levels more 80 CONNECT JUNE JULY www.jerseychamber.com apprenticeship opportunities and a new programme to support young people not achieving their potential. While some LEAs are more advanced than others Richard bemoans the Island s lack of strategy for 14 to 19 year-olds in spite of teachers including himself lobbying for several years. He draws a comparison with Thailand which has a clear strategy to get 25% of young people studying vocational qualifications whilst at school. He said About seven years ago a group of education policy planners came over from the Birmingham area to speak to the Education Department and teachers about the courses and training opportunities happening in their area he said. And we waited and waited and waited for leadership and concrete solutions to the 14-19 issues that Jersey faces - but there has been a deafening silence and little in terms of actual action. Yet more and more people sit on committees and more and more reports are printed but nothing happens. For whatever reasons little has been strategically followed through so now Jersey is 20 years behind Richard even took the time in an already busy schedule to undertake his own research in England and then present his findings and recommendations nothing has happened. When he introduced vocational courses at Le Rocquier he says he was ticked off for duplicating what was offered at Highlands. In his defence even A-star students wanted to get practical experience and what is the problem he asks in offering what might be available elsewhere if it benefits young people and helps them make the right life decision Jersey s schools are willing to support these programmes but at the political level there does not seem to be the will to have a joined-up approach. You can t hold children back but we are holding them back until they are 16 he said. Why should someone wait until they are 18 to learn about accountancy and such like Why should someone wait until they 16 to learn about carpentry and brick-laying In the Isle of Wight 1 200 12 year olds go to their local college for taster courses and 550 14-16 year olds attend courses one day a week in Jersey it is a tiny percentage of young people who have this opportunity. It is either a matter of financing these courses or a matter of political will but something substantial needs to happen and it needs to happen soon. It is very easy to write people off because they did not get good grades or did not go to the right school in Jersey he continued. Down the line when you are 40 and looking back actually what s important are the skills you have picked up in life and not the qualifications. It is not just about the Three Rs it s about giving people opportunities . He has not entirely given up I hope that Deputy Patrick Ryan (Education Minister) will have the opportunity to follow this through as the education of 14 to 19 year olds is so important for the Island s economy. As his desk sign says it is all about sending messages to the future. ESSENTIALS HOTELS Vista Hotels Group Vista Hotels Group is a collection of hotels in the Channel Islands based in Guernsey and Alderney. As the name vista would suggest the Vista hotels within this prestigious Channel Island chain all boast the most stunning coastal locations and offer top class customer service sharing a vision to be the very best. TRAVEL Blue Islands Government taxes push up the cost of flying but as the Managing Director of Blue Islands Rob Veron explains many passengers are now finding a smarter way to fly. TECHNOLOGY LightRabbit LightRabbit has brought the energy efficient lighting market to the Channel Islands with its new showroom in New Street. www.jerseychamber.com APRIL MAY CONNECT 81 Make Business A Pleasure With Vista Hotels Vista Hotels Group is a collection of hotels in the Channel Islands based in Guernsey and Alderney. As the name vista would suggest the hotels within this prestigious Channel Island chain all boast the most stunning coastal locations and offer top class customer service sharing a vision to be the very best. The Venue at Fermain Valley Hotel in Guernsey part of Vista Hotels Group is a dedicated conference banqueting and events centre. A growing number of Channel Island and international businesses are discovering it is a place where conducting business is also a pleasure. Close to both the airport and St Peter Port its setting above beautifully landscaped gardens with views down the Fermain Valley to the sea is an added bonus. The Venue provides bespoke corporate hospitality in an environment that is both calming and sophisticated. We are very proud of our corporate offering we provide bespoke packages delivered by our experienced staff who will cater to every need. says Tim Coates Commercial Director of Vista Hotels Group. Situated within The Fermain Valley The Venue 82 CONNECT APRIL MAY www.jerseychamber.com is well placed to cater for corporate requirements. We are continually investing in the service and support to business users as we recognise that ease and great service are fundamental to our executive customers. The Venue can host a wide range of activities from small conferences exhibitions presentations meetings dinners and cocktail parties. Facilities include versatile meeting rooms large dining and banquet room with bar and covered balcony garden terrace digital surroundsound private cinema and eleven bedrooms. Companies can also take advantage of the facilities at the Fermain Valley Hotel including The Valley Restaurant The Rock Garden cocktail and tapas bar a further thirty two bedrooms lounges and an indoor pool and sauna. Also part of the group is Alderney s leading corporate and events venue Braye Beach Hotel. The hotel s stunning beach front location enables guests to do business in a relaxed tranquil yet private environment. It is the ideal place for everything from team building events conferences new product launches meetings interviews and corporate hospitality. The hotel and its twenty seven bedrooms are also available as an exclusive use package. The Private Dining Room at shore level can be used to host meetings or corporate guests for dinner. The nineteen seat digital surround sound private cinema is ideal for delivering presentations with impact and secluded lounges are perfect for relaxing or informal meetings. Whatever the requirements the staff at the Braye Beach Hotel will endeavour to make them happen. Essentials Alderney offers a wide selection of activities which are perfect for team building or corporate away days. The Braye Beach Hotel can tailor make packages suitable for all company requirements and can advise on how to make the most from the experience. Alderney really is the perfect place to explore and could be the ideal opportunity to get to know fellow colleagues. The Hotels pride themselves on providing a diverse and flexible range of amenities. Always prepared to go the extra mile for guests the staff at Fermain and Braye will ensure a warm welcome superb service and a discreet presence throughout the event to ensure time spent with Vista Hotels for business or pleasure is a highly enjoyable experience. The group offers a onecall service for reservations including accommodation across both hotels flights venue hire and entertainment. Quite simply we believe if you want highly professional business facilities and support there should be only one telephone number you need to ring - and we are determined that it will be ours Tim says confidently. We know that once you are here your stay needs to be seamless therefore we offer a full shuttle service free WIFI and secretarial services. It is the little things that matter and we understand that . For further information or to request a facility visit please contact Vista Hotels dedicated Corporate and Banqueting team on 0800 316 0314 visit www.vistahotels. co.uk or email reservations vistahotels.co.uk. www.jerseychamber.com APRIL MAY CONNECT 83 UK tax increases can be good news for European travel Government taxes push up the cost of flying but as the Managing Director of Blue Islands Rob Veron explains many passengers are now finding a smarter way to fly. 84 CONNECT APRIL MAY www.jerseychamber.com Essentials Following the increase in Air Passenger Duty (APD) in April and with a further increase planned by UK Government in 2013 the price of air travel isn t likely to fall. Air Passenger Duty (APD) is a tax levied by the UK Government on every passenger departing the country and the cost has just risen by 8%. The tax on each ticket depends on the length of the flight but can be anything from 13 to Europe and 92 to Australia. To avoid being taxed out of the skies Europe is fast becoming a favourable route for onward connections. More cost-effective and faster travel can be achieved by rerouting to airport hubs that avoid the APD. The Blue Islands services to Zurich and Geneva provide the only direct year-long links to Europe from Jersey (with connecting flights to Guernsey) and astute passengers are using the service to connect further afield. Connecting via Europe means fewer airports fewer connections and shorter travel times as passengers from the Channel Islands no longer need to fly to Gatwick then transfer to Heathrow to connect with long-haul destinations. Zurich Airport is a gateway to America South Africa the Middle East Far East and Russia. Switzerland is a popular choice for both business and leisure travel and just two hours away on a direct flight the Swiss Alps are easy to reach. Renowned for the snow in the winter Switzerland isn t always seen as the obvious choice when the sun comes out but the choice of outdoor activities is incredible. In summer the mountains provide a terrain that s ideal for a long weekend walking or cycling. The cities of Zurich and Geneva are stunning and each has a very different offering. The old town in Zurich is quaint and mesmerising with its nostalgic scenery and the atmosphere at Lake Geneva is the perfect mix of calm surroundings with eclectic venues to sample the local wine. Regular passengers with Blue Islands will know that the airline never charges for baggage - even excess baggage is free - so golf clubs and bicycles aren t a nasty surprise at check in. The golf courses are equally stunning. The Crans-surSierre in the Valais is an open championship course situated in the midst of the Alps. It has a beautiful alpine panorama to offer that reaches from the Matterhorn over the Monte Rosa the Mont Blanc to the Bernese Alps. Blue Islands operate flights to Switzerland seven days a week and the unique service provides complimentary refreshments and lunch for all passengers including a full champagne bar service. Prices start from 139 including all taxes and charges. www.jerseychamber.com APRIL MAY CONNECT 85 how s this for a bright idea... We can save the average home 8115 Over the life of your bulbs the average (40 bulb) house would save over 8000 by switching to Lightrabbit s range of Eco friendly LED bulbs. We ve got other bright money saving ideas for your business too. Call us on 01534 629460 or visit www.lightrabbit.com lightrabbit The future is bright... LightRabbit has brought the energy efficient lighting market to the Channel Islands with its new showroom in New Street. Energy efficient lighting is rapidly becoming an important consideration in both the home and business and as new building by-laws demand greater energy efficiencies the timing couldn t be better. David Kennedy CEO of Columbia Group and founder of LightRabbit says that the company was founded on the requirement to source low energy lighting for the building trade - but also to provide easy access to the general public for retrospective installations. It is estimated that there are just over 650 million incandescent bulbs in the UK which equates to roughly 11 bulbs per person. Transposing this figure on to the Channel Islands suggests that there are 1 500 000 inefficient bulbs that are all going into landfills each year. My favourite thing about our LED light bulbs is that they give each of us a tangible thing you can do to eradicate excessive power consumption. Burning millions of tons of fuel is obviously not good for the planet... It makes good sense on an individual level and LightRabbit make it easy to make the switch. Recent Press reports suggest that people have been stock piling incandescent bulbs for fear of running out. One reason for this is that the conventional lowenergy lighting has been of very poor quality. The compact florescent lamp (CFL) is considered a poor replacement for the traditional bulb as it needs time to warm up and the light quality is inferior. Additionally it doesn t dim and is prone to flicker which makes it difficult to create comfortable lighting environments. With recent advances in LED technology LightRabbit bulbs are able to mimic a traditional halogen lamp or bulb both aesthetically and functionally - they switch on instantly and are dimmable. A LightRabbit LED produces about 80-100 lumens per watt of energy which means that the same brightness can be created with only 10% of the energy of a traditional halogen light bulb. Lumens is a measure of light emitted so when you look at your 50 watt halogen lamp you are being dazzled by approximately 500 lumens of light. This works out at ten lumens per watt. The reason why LightRabbit LED bulbs are more efficient in this is that only 10% of the energy is converted into heat and 90% into electricity. Previously this had been reversed with up to 90% being converted into heat with light being the byproduct. This is a massive waste of energy and a huge contributor to our carbon footprint. The expected lifespan of LightRabbit bulbs is 50 000 hours. To put that into perspective the traditional light bulb will last approximately 1 000 hours. This equates to a lifespan of approximately 34 years with an average daily use of four hours. Therefore the cost of replacement is reduced by a factor of 50 and so too are any related costs in changing the bulb such as in inaccessible areas high ceilings and office environments where a handyman with steps is required. LightRabbit have a selection of bulbs that fit straight into existing light fittings. This means that there is no expensive rewiring. So the monetary saving is clear the average five-person office will use 50 bulbs if these bulbs were changed to LightRabbit LED s the company could make a direct saving of 650 as their costs reduce from 720 to just 70 per year. Worth popping in to have a look www.jerseychamber.com APRIL MAY CONNECT 87 THE ADVISER Advocate Olaf Blakeley When restraint of trade becomes a ball and chain Hundreds of people are losing their jobs. For some that is only the start of their problems since contracts of employment often include restraint of trade clauses which prevent exemployees from working in certain positions in certain areas for a period of time. So even if an employee finds alternative employment they may be prevented from accepting the job at the risk of breaching the restraint clause. Because these clauses are such a curtailment of an individual s liberty the courts have developed a particular approach to their application and enforceability. The general approach to restraint of trade clauses is that an employer is entitled to use them to protect their business interests. The wider approach is that such protection must only be that which is reasonably necessary and no more. Accordingly the courts will look at (1) the areas of industry which the clause covers (2) the geographical area over which they are to operate and (3) the period of prohibition. In a leading case 11 years ago the Royal Court considered the use of these clauses. The court ruled that clauses agreed between the parties were enforceable to the extent they were reasonable but not if the sole purpose was to prevent bona fide competition . A clause would not be reasonable if it was to operate for an excessive period or if it covered an unnecessarily wide geographical area. Thus purely for example a clause which prevented a person from working for 5 years in a particular field anywhere in Europe would be likely to be unreasonable. In the UK it is for the employer to prove in any dispute that the term is reasonable. In Jersey that may not be the case and it may fall upon the employee to prove the term is unreasonable a point yet to be fully decided by the court. Much of this is unsurprising since in Jersey a golden principle of contract law is la convention fait la loi des parties parties can agree their terms between them and accordingly the courts should uphold agreements which have been struck between them rather than allow a party to dishonour them. However that principle is always subject to an overriding principle of public policy if a term of a contract is contrary to public policy it will be struck out. The major hurdle for an employer is knowing in advance when drafting a contract what a court may consider reasonable. This is of extreme importance because a court cannot rewrite contracts. Which means it cannot for instance - amend a two year restraint clause to one year. However conversely the court can remove clauses or parts. Put simply the court can cross parts out but not replace them. This is different from some other jurisdictions. For instance in New South Wales the Restraints of Trade Act 1974 allows a court to read down the terms of a restraint clause to modify it (as to the time period or geographic area etc) until it is reasonable. The result of the Jersey position is obvious if for instance a clause imposes too long a period of restraint it will not be amended by the Court re-drafting it to a reasonable period it will be struck out leaving the employer with no protection even though a court would have enforced a shorter period. The UK has the same approach one which prevents employers inserting very long periods or wide geographical reach in the hope they will be upheld or perhaps just reduced by the Court. Thus there is a risk put in an excessive term at your peril of losing it completely. What remains to be tested is the application of a cascading term in a contract which includes for example a period of prohibition for 1 2 or 3 years as is reasonable. In such a case the court would be able for example to cross out the 2 and 3 year period leaving just 1 year. Applying the legal principles above a clause drafted like this should work. However I fear to say that I am of the firm opinion that latterly the Royal Court is becoming increasingly like a parent that knows best to the point where certainty of contracts can no longer be predicted with any degree of accuracy a controversial subject on which I will be commenting upon in a future edition. But do employers really enforce such terms after an employee has left This is very much dependent on prevailing commercial circumstances but it is certainly a weapon that can be utilized. Employees who are subject to restraint clauses need to be cautious about ignoring them since an employer can apply to the court for an injunction to enforce the restriction and this could be expensive for the employee. Further if granted a breach of that injunction would be to commit a contempt of court. In certain circumstances depending on the extent of the breach by the employee he or she may also be required to pay damages to the employer. Olaf Blakeley is an Advocate specialising in litigation and commercial law If you have a legal question you would like to put to Advocate Blakeley please email editor bailiwick publishing.com 88 CONNECT JUNE JULY www.jerseychamber.com The material contained in this article is provided as a guide and should not be used in place of taking formal legal advice. More seats inter island than any other airline Up to 520 inter island seats a day Comfortable flying on more spacious quieter ATR or Jetstream aircraft 2 pilots on all flights Lounges in Jersey and Guernsey with complimentary refreshments and Wi-Fi access Free ticket changes No card charges No baggage charges 95% punctuality (within 15 minutes of scheduled departure time) April 2012 punctuality statistics for the inter island route. Free ticket changes are subject to same fare availability. Image Geoff Jones.