Issue 3 2008 > The Scoop on Destination Services Delivery
The Scoop on Destination Services Delivery
This is the second part of our new column in The Global Connection.
What are "destination services?" This question needs to be answered before we can discuss the ways in which we deliver these services around the world at Crown.
Destination services are one part of the relocation process which deals with what happens to the customer and his/her family at the destination city, aside from the delivery of their household possessions. These services can be as simple as some assembly of furniture and possibly unpacking to a wide range of services that would fall under this category.
Usually, destination services are part of a corporation’s employee relocation benefit program and are therefore paid for by the corporation. Private customers may request some of these services, but because they are paying for them out of their own pocket, it is unlikely that they will utilize them in any significant way.
For the purposes of this article, we will assume that the "transferee" is a corporate employee being relocated by their employer from one geographical area to another.
On occasion, the services begin with a visit to the potential destination city/region before the assignment is accepted. In this situation, the destination service provider (DSP) has the task of not only showing the city/region but of “showing it off” or “selling” the features of the new location in an effort to encourage the acceptance of the assignment.
Once the employee has decided to accept the assignment, a “Needs Analysis” is usually performed by the Mobility Consultant assigned to the file to determine what the employee and the family may specifically need, and then to ensure that their employer’s policy allows for the payment of those services.
Some of these services include general location orientation, where the goal is to assist the family in defining the neighbourhood in which it is best for them to live. Other services include the search for temporary accommodation (usually in a serviced suite-hotel type facility); permanent property rental or purchase assistance; possibly furniture and/or appliance rental; school search; spousal assistance (not usually for employment, though that may be an available option, but most likely other services that may include introduction to clubs, educational opportunities, volunteer organizations and specific interest groups); settling in services (which include assistance with government required documentation processes, such as driver’s license, health care, residency permits, utility hook-ups, handy-man services, banking and others depending on the country and the region).
Many other services can come under the heading of “destination” such as language training, cross-cultural training and assimilation, automobile rental or purchase, insurance for vehicles, dwellings, etc., doctor/dentist search, sourcing of clubs, sport organizations, special interest programs and any other aspect of settling the customer into their new environment.
Often, the corporate client has authorized that the Mobility Consultant remain in touch with the transferee throughout their assignment in case other situations arise down the road and they need a central point of coordination. Often, for assignments, the Mobility Consultant may look after expense reimbursement for the employee, either directly to the employee or through his/her company payroll.
The delivery of these services is as unique around the world as the needs of the transferee. In many regions, Crown provides many of these services in-house by Crown employees, utilizing service partners only for some of the service requirements. In other countries, in particular in North America, destination services are all outsourced to service partners and the Mobility Consultant’s role is that of a coordinator and central point of contact and control.
As varied as we are throughout the world, one thing remains the same no matter where and how Crown is providing the services. That one thing is that the quality of the service delivery must exceed the customer’s and the corporations’ expectations. We all count on one another for excellence because what one office and one individual do, reflects on our entire company and ultimately on our profitability. Until next time…remember that the only question which is "stupid" is the one that is not asked!
Written by:
Donna G. Bergles, GMS, CRP
National Director, Global Mobility Services
Crown Canada
Based in: Toronto, Canada
Email: dbergles@crownrelo.com