FA Operating Plan (FAOP)-Draft version
International Relations - Delegation Services
Author: Christina Anthi
Revised By:
Approved By:
Date: March 2010
(Revision No):
DELEGATION SERVICES OPERATING PLAN
TABLE OF CONTENTS
INTRODUCTION
1.EXECUTIVE SUMMARY (PURPOSE)
1.1.Document’s Purpose
1.2.Document’s Aims
2.SCOPE & ACTIVITIES
2.1.Scope
2.1.1.Overview
2.1.2.Operational Period
2.1.3.Key assumptions/Principles/Policies
2.1.4.Activities & Services
2.1.5.Key Interactions
INTRODUCTION
This draft document outlines the operations of the Delegations Services section for the period prior to the Games as well as during Games time. As the sole point of communication between the GOC and the accredited S.O. Programs, the Delegation Services is a customer service oriented section within the GOC, responsible for managing relations and services with the S.O. Programs.
Delegation Services will develop a close collaboration with all FAs in the GOC that planning services and operations impacting the S.O. Programs.
Delegation Services will support delegations’ preparation for the Games not only by identifying issues and escalating problems, but also by compiling relative information and communicating it to its primary customers in a frame of mutual trust and respect.
This draft of the FAOP is a guide to allow FAs to identify and define the scope of services and deliverables required for their clients. The identification of the scope of services and deliverables, key interfaces and the services required by, or from, other FAs will be also covered.
This process will be complemented with other resources collection processes that are to be run by the responsible FAs, when scope is finalized.
1.EXECUTIVE SUMMARY (PURPOSE)
1.1.Document’s Purpose
The purpose of this document is to establish the first version of the Delegation Services Operating Plan (FAOP).
1.2.Document’s Aims
Achieve agreement at the Functional Area level
Gain approval at the Senior Management
Identify where the interactions exist between (Functional area name) and other GOC Functional Areas as well as with external agencies or organizations
Facilitate the operational planning progressive development
This document sets the framework for the operational development of this (FA), for the “Pre – Games” period and also for the Games-time operations.
2.SCOPE & ACTIVITIES
2.1.Scope
2.1.1.Overview
The role of the Delegations Services Department is to act as the primary liaison and the sole point of contact between the Games Organizing Committee (GOC) and the Special Olympics Delegations for the period leading up to the Games and during the Games.
Therefore, the mission statement for the Delegations Services Department is to ensure that all delegations are effectively communicated prior to the games and that the delegations will be provided with the most positive experience while at the Games.
Objectives
•To create a positive and professional platform of communication between the participating S.O. Delegations and the various Functional Areas (FAs) of the GOC.DS will facilitate communication between the S.O. Delegations and GOC FAs ensuring the prompt and accurate flow of information.
•To ensure that the participating Delegations as well as the GOC FAs have the best possible information (consistent and up to date) and assistance to plan for and to participate in the Games.
•To ensure that delegations’ requirements are efficiently represented during the relevant FA planning phase and the respective FA plans have incorporated them into their service level planning and provisions.
•To provide a welcoming and comforting environment to all delegations upon arrival and to ensure their safe and comfortable arrival at their final games destination.
•To develop an atmosphere of inclusion, integration, and learning for each delegation attending the Games.
•To provide highly skilled and very well trained Delegate Assistant Liaisons (DAL) for each delegation.
•To organize effectively the HOD Seminar before the Games, the Advanced HOD Meeting and the HOD meetings during Games time.
•To work together with the Host Town Program in order to provide a highly successful Host Town Experience for each delegation attending the games.
•To provide an atmosphere enabling the visiting observer delegations to get a behind the scenes view of the operational side of the games.
2.1.2.Operational Period
The key operational dates of Delegations Services are:
Pre-Games:
-HOD Seminar (14-18 October 2010)
-
Games Period:
-Airport 19-21/06/2011& 04-06/07/2011
-HTP 20-24/06/2011
-Sport Competition Venues (25/06-04/07/2011)
-Accommodation Venues (22/06-05/07-2011)
-Special Events (Ceremonies, entertainment etc.) 24/06 – 4/07/2011
2.1.3.Key assumptions/Principles/Policies
The key assumptions that impact the operations of Delegation Services and/ or other FAs are:
Secure on time finalized quota and registration information of delegations (delegates, athletes, coaches, AS staff) from SOI
Establish an effective communication channel with HODs, S.O. National Directors, Regional Sport Directors and SOI
Recruit and train sufficient number and highly skilled DALs
Plan and manage operations of the Delegation Services Centers
Delegations Services manage delegations outside the competition venues.
Manage the operations of the Delegation Welcome Center (DWC)
Issue the Delegation Updates and product the HOD Manual
Post updates on the GOC’s website
The key principles that Delegation Services operations will be based upon:
Build a mutual trust and respect so as to provide official Delagations with the best possible Games experience.
Be proactive, accessible and accurate in all matters related with the communication between the GOC and the accredited S.O. Programs.
Maintain the level of service and provide S.O. Programs with prompt and accurate responds to their issues/concerns.
1 | Core Planning Team/24 September 2009
DELEGATION SERVICES OPERATING PLAN
2.1.4.Activities & Services
Break down your major tasks into Functional area’sspecific activities and/or services to be provided at your period of operations. During this description reference any scope exclusions (i.e. cleaning & waste will provide services to all areas in a venue but not in the FOP)
TEST EVENTSActivity/Service (what activity/ what service, including exclusions) / Client Group (Internal & External)(services offered to whom, if non applicable input NA) / Nature of Service Delivery
(How & to What Level) / Where? (Location provided) / When / Obligations* / Activity/Service to be tested/offered - when / What level
(if as in the Summer Games input Summer Games level, if lower specify) / Comments
(outline if anything is critical for the delivery of this task/service)
Activities/Services / Exclusions
Establish an effective Communication Channel / All S.O. Delegations / The DS Department will be the sole point of contact between the GOC and the S.O. Delegations.
Develop and distribute Delegation Updates - Newsletters etc. Post any updates on the website / GOC HQ / Pre-Games period / The role of the SOI Regional Sport Directors is essential to the overall success of the communications program (know- how, information exchanging, provide guidance etc.)
Plan for and organize the HOD Seminar (14-18/10/2010) / S.O. HODs / Organize the HOD Seminar for the SO Programs’ representatives / Athens / Prior to the Games (14-18/10/2010) / Games Agreement (appendix 9.3.5) / SOI and GOC to jointly establish the Agenda.
SOI provides advice on communication issues with Delegations.
Advance HOD Meeting & Daily HOD Meetings / All HODs / Organize the Advance HOD Meeting prior to the Games. Daily meetings during the Competition days. Produce minutes from each of the meeting. / Athens / Prior to the Games – during the Games
Head of Delegations Manual / All S.O. Delegations / HOD Manual
1st & 2nd edition / Athens / HOD Seminar (1st edition) & close to the Games Time (2nd edition) / Games Agreement / To be published in the ATHENS 2011 official languages
Delegation Assistant Liaisons (Recruitment – assignment & training) / All S.O. Delegations / Recruit and train highly skilled volunteers to assist delegations while in Greece. / Games Agreement (appendix 8.11 & 8.14.2) / Cooperation with Embassies/Consulates and others to identify adequately qualified volunteer target groups speaking the mother language of the delegations
Assist Delegations on Visa Issue / All S.O. Delegations / Provide Delegations with a complete overview of immigration procedures and visa issue. Prepare the Invitation Letters when needed. / World Games Guide / In close cooperation with the International Relations Department which has the sole communication with the Ministry of Foreign Affairs and the Diplomatic Corps.
Airport Welcome / Farewell Services / All S.O.Delegations / All S.O. Delegations / Welcome desk operations– meet and greet upon arrival, direction and/or escort to transport. Assistance with check-in and direction on departures. / Airport arrival halls and Airport departure level. / Airport welcoming services are required according to Games Agreement (appendix 8.19)
World Games Guide / Depends heavily on cooperation with other FAs (IT, Transportation, Medical Services, Credentialing, Food Services, International Relations)
*Source of obligation: MOA / Games Agreement, Games Standards, Contracts
2.1.5.Key Interactions
Please identify any key interactions – focus should be on what you are expecting to be delivered by other FAs or external stakeholders
no / Provider / (What) / Nature of Service Delivery(How & to What Level) / Location
(Where) / Timing
(When) / Comments
1 / Human Resources / Rostering functions and staff management / Supports paid staff management / Games Time
Uniforms / Provision of uniforms for staff, volunteers and DALs / Venues / Games Time / SOI to clarify if SOI staff will wear SOI’s uniforms or GOC’s uniforms
2 / Information Technology / IT Support – Communications- Mobile phones / Assists with the establishment of allDelegations Service areas – Provides computing hardware, software, equipment and Mobile phones / Venues / Games Time
3 / Credentialing / Credentials / Provides accreditation for Delegation Staff, Volunteers and DALs / Venues / Games Time
4 / Host Town program / List of Towns, Hotels and program for each delegations / Provides all necessary information for Delegation Services planning during HTP / Host Towns / Games Time
5 / Accommodation / Integration between the two FAs / Provision of Services to Delegations within the Hotels and the SO Village (Accommodation – Delegation Services Volunteers) according to Accommodation guide / Hotels, SO Village / Prior to the Games, Games Time
6 / Transportation / Transport of all Delegations / Provision of personal vehicle and driver to all HODs.
Transport from airport/port/train/bus station to Accommodation.
Transport from Accommodation to airport/port/train/bus station.
Intervenue shuttle service. / Prior to the Games and
Games Time
7 / Publications / Manuals / Forms / Provide all necessary publications related to Delegations Services / Prior to the Games and
Games Time
8 / Volunteers / Recruitment, Allocation, Training / Assistance in recruitment and training of Volunteers / GOC HQ / Prior to the Games and
Games Time
9 / Logistics / Transfer/Delivery of equipment / Transfer and delivery of sports and other equipment / HOD Seminar
Games Time
10 / Medical Services / Medical Guidelines / Guidelines for medication of athletes, medical emergency procedures / Games Time
11 / Opening and Closing Ceremonies / Parade of the Athletes / Marching of Delegations in Opening and Closing Ceremonies / Marble Panathinaikon Stadium / Games Time
12 / Risk Management / Insurance / Provide insurance policies for Delegation Members / Games Time
13 / SO Village Operations / Housing / Delegation Services Center / Allotment of delegations for housing.
Provide facilities for Delegation Services Center, HOD daily meetings. / SO Village / Prior to the Games and
Games Time
14 / Language Services / Interpretation/ Translation Services / Provide translation for all publications and interpretation to HOD meetings. Assistance with the recruitment and training of DALs and other language services as needed in the DSC. / HOD Seminar & HOD Daily Meetings / Prior to the Games and
Games Time
15 / S&Vs / Information / Provision of information related to Sports (competition schedule, events), information on competition venues. / Games Time
16 / Safety/Security / Assist with any defections and ensure understanding of the laws of Greece.
DELEGATION SERVICES DEPARTMENT
STAFFING PLAN
1 | Core Planning Team/24 September 2009