Primary Target Industries
Wyoming Zone 11 –
Goshen, Niobrara, and Platte Counties


Prepared for:




Wyoming Business Cou...
TABLE OF CONTENTS
                                                                                                        ...
INTRODUCTION
This Primary Target Industries report of Goshen, Niobrara, and Platte Counties (Zone 11) is the product of a ...
Introduction

Based on a blend of the key assets and challenges, plus our knowledge of industry locational requirements, w...
RESEARCH AND DEVELOPMENT OF COMPOSITE BUILDING MATERIALS

Description
This target activity focuses on conducting original ...
Research and Development of Composite Building Materials



Trends
The following statistics show the growth patterns in em...
Research and Development of Composite Building Materials


The top five fastest growing states by number of new establishm...
FIRE FIGHTER, POLICE, AND SECURITY GUARD TRAINING SCHOOLS

Description
This target activity focuses on the technical and t...
Fire Fighter, Police, and Security Guard Training Schools

The following table depicts the top five states by total number...
CALL CENTERS (SMALL-SIZED)

Description
The telephone call center industry consists of customer support and service center...
Call Centers (small-sized)

   •   Transportation and equipment rental and leasing companies
   •   Publishing firms
   • ...
Call Centers (small-sized)

                                       NAICS Codes – Key Statistics for 5-Year Period (1998-20...
Call Centers (small-sized)

Despite rapid introduction of predictive dialers and computer telephony integration (CTI), inb...
Call Centers (small-sized)


The following table depicts the top five states by total number of establishments in 2002 (la...
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Zone 11

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Zone 11

  1. 1. Primary Target Industries Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties Prepared for: Wyoming Business Council April 2005 Prepared by: The WADLEY-DONOVAN GROUP 732-790-1304
  2. 2. TABLE OF CONTENTS Page Introduction..................................................................................................................................................................................i Primary Target Industries 1. Research and Development of Composite Building Materials............................................................................................1 2. Fire Fighter, Police, and Security Guard Training Schools.................................................................................................4 3. Call Centers (small-sized)...................................................................................................................................................6 Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
  3. 3. INTRODUCTION This Primary Target Industries report of Goshen, Niobrara, and Platte Counties (Zone 11) is the product of a contract between the Wadley- Donovan Group (WDG) and the Wyoming Business Council. For this assignment, WDG was asked to evaluate 12 separate zones as defined by the Wyoming Business Council. These zones consist of grouped counties, and within these zones, core clustered population centers, or zone core was identified. There are two product deliverables for each zone-an assessment of the locational resources for industrial, office, and other operations and a definition of the three primary target industries. The 12 area location assessment reports are presented in separately issued individual reports. The results of the assessments were used as a foundation for identifying the three target industries for each zone. WDG is the nation’s oldest independent management-consulting firm that specializes in location and economic development consulting. Its clients include many of the world’s leading companies and a variety of states and metro areas. WDG’s practice extends across the country and overseas. The Primary Target Industry selection is based on the findings of the Locational Assessment Reports, which examined such topics as labor, real estate, infrastructure, training, and quality of life issues. The Zone’s primary assets and challenges are summarized below: Key Assets Key Challenges Higher median age (41.9 years) compared to Wyoming and the Remote from major urban centers U.S. average Hourly workers, and office workers with general business and office support skills, were reportedly available in the local labor Declining population base (0.9% between ’04 and ’09) market Labor shortages reported for nurses and medical assistants, Employers report that existing employee high-end computer professional and technical disciplines, automated technicians, skills are favorable journeymen/linemen, and sales positions Entry-level wages for unskilled workers are lower than national New applicants with recent HS degrees lack basic skills, averages including computer and keyboarding deficiencies White-collar salaries are higher than statewide averages, Community college presence – Eastern Wyoming College, potentially skewed upward by higher-paying employers such as located in Torrington enrolls 1,350 students. the power plant The quality of education at Eastern Wyoming College is rated There is a shortage of industrial land presently served by as excellent by survey respondents requisite infrastructure Among the lowest, if not the lowest, electric power costs in the Limited retail choices and amenities. Must travel to Cheyenne nation for retail and recreational diversity A long-term shortage of water was reported as a concern by A very good outdoor and recreationally-directed quality of life survey respondents Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties i Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
  4. 4. Introduction Based on a blend of the key assets and challenges, plus our knowledge of industry locational requirements, we have identified the following primary and secondary target industries as a best fit under current conditions for Zone 11. The primary and secondary targets are not ranked by any preferred order within each category. These targets may be pursued by any community, state, or other agency, as determined by local officials. All targets, both primary and secondary, are recommendations from the WDG team for implementation within the zone. Individual communities can select which ones, from both categories, that are best for them, based upon local circumstances. Additionally, these targets are not meant to disallow, supersede, or replace existing targets identified by local communities. They were identified as ideal and realistic targets for Zone 11, given its full blend of assets and challenges and overall industry trends, and they can be treated as additional target considerations by those communities with established target programs. The WDG team made a special effort to identify targets, where available, that did not duplicate those already selected by individual communities. PRIMARY TARGETS 1. Research and Development of Composite Building Materials 2. Fire fighter, Police, and Security Guard Training Schools 3. Call Centers (small-sized) SECONDARY TARGETS 4. Small independent manufacturing operation 5. Grain cleaning, drying, fumigation, and grinding Target industry descriptions and profiles of the three primary targets follow. Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties ii Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
  5. 5. RESEARCH AND DEVELOPMENT OF COMPOSITE BUILDING MATERIALS Description This target activity focuses on conducting original investigation undertaken on a systematic basis to gain new knowledge through research and/or the application of research findings or other scientific knowledge for the creation of new or significantly improved products or processes. There has been some recent activity in the zone regarding the manufacture of composite materials utilizing local agricultural and other resources. The relevant North American Industry Classification System (NAICS) Code is 541710 (research and development in the physical, engineering, and life sciences). The NAICS description is presented below: NAICS Code Description Research and Development in the Physical, Engineering, and Life Sciences: This industry comprises establishments primarily engaged in conducting research and experimental development in the physical, engineering, or life sciences, such 541710 as agriculture, electronics, environmental, biology, botany, biotechnology, computers, chemistry, food, fisheries, forests, geology, health, mathematics, medicine, oceanography, pharmacy, physics, veterinary, and other allied subjects. Not included in this NAICS Code are R&D establishments of companies that manufacture composite building materials made from wood and other organic materials. These are: NAICS Code Description Veneer, Plywood, and Engineered Wood Product Manufacturing: This industry comprises establishments primarily engaged in one or more of the following (1) manufacturing veneer and/or plywood; (2) manufacturing engineered wood members; and 321210 (3) manufacturing reconstituted wood products. This industry includes manufacturing plywood from veneer made in the same establishment or from veneer made in other establishments, and manufacturing plywood faced with non-wood materials, such as plastics or metal. Engineered Wood Member (except Truss) Manufacturing: This industry comprises establishments primarily engaged in 321213 manufacturing fabricated or laminated wood arches and/or other fabricated or laminated wood structural members. Reconstituted Wood Product Manufacturing: This industry comprises establishments primarily engaged in manufacturing 321219 reconstituted wood sheets and boards. Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties 1 Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
  6. 6. Research and Development of Composite Building Materials Trends The following statistics show the growth patterns in employment and establishments between 1998 and 2002, the last time year period for which data are available for the dedicated R&D NAICS Code. It is important to understand that this NAICS Code includes a diversified set of multiple forms of R&D operations. A separate NAICS Code for composite building materials does not exist. NAICS Codes – Key Statistics for 5-Year Period (1998-2002)* Source: County Business Patterns Employment Total Establishments Total Average Employees NAICS Geo Increase (+)/ Employment Increase (+)/ Establishments per Establishment Code Area Decrease (-) 2002 Decrease (-) 2002 2002 US +22.5% 355,085 +16.8% 11,605 30.6 541710 WY No data 100-249 +5.6% 18 5.6-13.8 *Most recent period available from County Business Patterns. There is a manufacturer of composite building materials using wheat stalks who plans to employ about 50 in the Torrington area. In other Zone 11 locations, composite building siding manufacturing is being discussed. Other materials in Zone 11 that are available and could be the subject of research to determine better usages as components for a variety of manufactured products include rubber tires (with a major shredding facility already present), and fly ash. Other R&D operations which could be a “fit” for Zone 11 include: agriculture research and development laboratories or services (541710); experimental farms (541710); and veterinary research and development laboratories or services (541710). A tie-in with a local manufacturer of animal cages could be helpful in the latter R&D opportunity. R&D efforts often lead to “pilot plant” operations and eventually in some cases to production facilities. This industry has shown solid growth, although much of it is probably attributed to life sciences. The following table depicts the top five states by total number of establishments in 2002 (latest data available) for the target activity’s combined three-digit NAICS Codes: Top Five Number of States 2002 Establishments 2002 California 100,549 Florida 56,941 New York 55,780 Texas 52,357 Illinois 36,580 Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties 2 Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
  7. 7. Research and Development of Composite Building Materials The top five fastest growing states by number of new establishments between 1998 and 2002 (latest data available) for the target activity’s combined three digit NAICS Codes is presented below: Top Five States Growth in in Change Establishments 1998-2002 1998-2002 California 13,335 Florida 9,404 New York 5,759 Texas 5,167 Virginia 3,487 Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties 3 Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
  8. 8. FIRE FIGHTER, POLICE, AND SECURITY GUARD TRAINING SCHOOLS Description This target activity focuses on the technical and trade school industry, which offers job or career vocational or technical courses. Programs are typically highly structured and specialized to enable participants to achieve job-specific certifications. Camp Guernsey could be used as a location to establish programs geared to fire fighting, police, and security guard training. The relevant NAICS Code is 611519 (other technical and trade schools). The NAICS description is presented below: NAICS Code Description Other Technical and Trade Schools: This industry comprises establishments primarily engaged in offering job or career vocational or technical courses (except cosmetology and barber training, aviation and flight training, and apprenticeship 611519 training). The curriculums offered by these schools are highly structured and specialized and lead to job-specific certifications. Trends The following statistics are relevant to an analysis concerning the potential for successfully recruiting or developing this type of operation in Zone 11 (Wyoming employment data for 1998 was not disclosed for this NAICS Code): NAICS Codes – Key Statistics for 5-Year Period (1998-2002)* Source: County Business Patterns Employment Total Establishments Total Average Employees NAICS Geo Increase (+)/ Employment Increase (+)/ Establishments per Establishment Code Area Decrease (-) 2002 Decrease (-) 2002 2002 US +15.7% 46,660 +5.7% 3,262 14.3 611519 WY not disclosed 250-499 0.0% 6 41.7-83.2 *Most recent period available from County Business Patterns. Camp Guernsey is a major asset that could be used to attract these types of training schools. The master plan for the base already calls for improvements that would help support training for fire fighting, as well as other projects that will make the site more attractive to potential users. Other listed activities in this industry group that could be included in targeting are heavy equipment and truck driving schools. Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties 4 Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
  9. 9. Fire Fighter, Police, and Security Guard Training Schools The following table depicts the top five states by total number of establishments in 2002 (latest data available) for the target activity’s combined three-digit NAICS Codes: Number of Top Five Establishments States 2002 2002 California 9,577 New York 5,636 Texas 4,457 Florida 4,340 Illinois 2,980 The top five fastest growing states by number of new establishments between 1998 and 2002 (latest data available) for the target activity’s combined three digit NAICS Codes is presented below: Top Five States Growth in in Change Establishments 1998-2002 1998-2002 California 1,089 Florida 709 New York 493 Texas 450 New Jersey 358 Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties 5 Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
  10. 10. CALL CENTERS (SMALL-SIZED) Description The telephone call center industry consists of customer support and service centers, which refers to inbound call centers designed to provide ready access to customer support for products and services. This sector is diverse, but the facilities within this target activity share the common element of being white-collar operations with well-educated employees. The sector’s workforce is typically dominated by individuals with a two- or four-year college degree and a high level of technical, administrative, or professional skills. The types of industries that use call centers include retail, financial services and insurance, manufacturing, transportation, software, utilities, and business services. Relevant to small communities, customer support and service center occupations are particularly conducive to telecommuting. The use of remote agents that check in a few times per week at a centralized office is becoming more and more commonplace. There are several types of telecommuting, including working at home, hotelling, or remote centers. By offering telecommuting programs, a company broadens the potential employee demographic base. Untapped labor sources that may benefit from a telecommuting arrangement include physically challenged senior citizens, homemakers, college students, military dependants, and rural residents. Telecommuting offers quality-of-life changes that can help retain employees in a tight labor market in an industry that often experiences high turnover rates. Call centers consist of operations where customer service representatives receive telephone calls regarding customer complaints, concerns about a product or service, and inquiries about a product’s or service’s specifications, availability, and pricing. They may also receive inquiries about billing, fraud, or losses (e.g., credit cards). They are also used to assist callers seeking: • User support of a product or service • To enroll in, discontinue, and/or alter the provisions of a membership or similar service • For authorization to proceed with the provision of a service, policy, or product • To purchase a product or service • To dispense warranty, technical, policy, financial, or service information Almost all industries have functions that could be described as customer services, but those with the largest operations include: • Consumer goods manufacturers (e.g., cosmetics, health and beauty aids, computer hardware, electric and electronic gear, appliances, automotive products) • Software firms • Insurance companies and HMO’s • Banking and financial services • Credit card services • Telecommunications-related companies • Travel and hospitality firms (including airlines, hotels, and car rental companies) Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties 6 Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
  11. 11. Call Centers (small-sized) • Transportation and equipment rental and leasing companies • Publishing firms • Mail order fulfillment centers • On-line services • Major retailers • Express delivery companies In addition, there has been a burgeoning growth in contract technical and customer support centers. Until recently, these service bureaus have performed mainly outbound telesales and fund-raising functions. Now they are increasingly providing inbound customer and technical support as well. The telemarketing bureaus never own the product or provide the services they are representing and generally can originate and/or receive calls for others. Activities can also include opinion research, polling and fund raising. Many call centers go across industry lines and statistics are included with the industry-specific North American Industry Classification System (NAICS) Codes. Codes directly applicable to the contract telemarketing industry include: 561422 (telemarketing bureaus), 56149 (business support services), and 541910 (marketing research and public opinion polling). NAICS descriptions are presented below: Primary NAICS Targets Code Description Telemarketing Bureaus: This industry comprises establishments primarily engaged in proving telemarketing services on a 561422 contract or fee basis for others. Fund Raising: This industry comprises establishments primarily engaged in providing fundraising organization services on a 56149 contract or fee basis. Marketing Research and Public Opinion Polling: This industry comprises establishments primarily engaged in systematically 541910 gathering, recording, tabulating, and presenting marketing and public opinion data. Trends The statistical profile for the call center industry, presented below, shows mixed results in terms of establishment and employment growth. Employment increased for telemarketing bureaus and fund raising operations; but decreased for marketing research and public opinion polling. While employment increased for telemarketing bureaus and fund raising operations the number of national and Wyoming establishments constricted. The number of marketing research and public opinion polling operations in the U.S. increased by 22.5% between 1998 and 2002 (the latest five-year period of which data is available). Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties 7 Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
  12. 12. Call Centers (small-sized) NAICS Codes – Key Statistics for 5-Year Period (1998-2002)* Source: County Business Patterns Average NAICS Total Employment Total Establishments Payroll Code Geography 1998 2002 % chg 1998 2002 % chg ($1,000) 561422 – Telemarketing Bureaus Wyoming 100-249 250-499 No data 5 4 -20.0% not disclosed U.S. 252,237 279,109 10.7% 3,297 2,971 -9.9% $4,854,219 56149 – Fund Raising Wyoming 56 250-499 No data 15 12 -20.0% not disclosed U.S. 57,691 75,6455 31.1% 6,210 6,166 -0.7% $2,519,828 541910 – Marketing Research and Public Opinion Polling Wyoming 100-249 20-99 No data 4 2 -50.0% not disclosed U.S. 118,323 114,827 -3.0% 4,238 5,193 22.5% $4,077,541 *Most recent period available from County Business Patterns. Relocating and new call center operations are on the upswing in the U.S. and overseas. Available telecommunications and computer technology allows quick and easy transfer of large quantities of information across long distances. This allows many corporate support and service operations to be separated from corporate headquarters and manufacturing facilities and relocated as stand-alone facilities in areas of lower operating costs. • According to Call Center Management Review, there are seven million call center agents in the United States, and the annual growth rate is expected to be 20%. The number of call centers is estimated to grow. • Site Selection magazine reports that customer service, tech support, and other back-end operations are no longer restricted just to telephones to respond to customer inquiries. E-mails, the World Wide Web, and teleconferencing are increasingly being used to handle customer requests. • The availability of and reliance on support centers is increasing according to Supportindustry.com, an online resource dedicated to providing data on a variety of topics that directly relate to the profession of customer support. A survey of its members shows that 60% of respondents currently provide support to customers 24 hours a day. In an effort to combat tight labor markets, expand operating hours, reduce turnover, and control costs, many call centers are turning to the use of remote agents. In a study conducted by CallCenterCareers.com, it was shown that 30% of approximately 500 call centers surveyed allow agents to work from home, and this number is projected to increase. Another 9.1% said that this option would be made available within a year. Meanwhile, there is a growing trend in business for companies to become more responsive to their customers' needs for facilitated access and maximum convenience. It is becoming increasingly difficult to find any producer or service provider who does not have a toll-free number available to take calls for product/service complaints, questions, sales, or product inquiries. Companies that do not have toll-free call center operations to answer these calls are at a disadvantage against their competitors, and are being driven to create them. Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties 8 Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
  13. 13. Call Centers (small-sized) Despite rapid introduction of predictive dialers and computer telephony integration (CTI), inbound and outbound call centers remain labor- intensive. The technology has greatly improved efficiency and responsiveness to customer inquiries. However, due to explosive growth, call centers require a substantial number of agents or CSRs. Whether these are full- or part-time depends on both the company's operating philosophy and local labor market conditions. Call centers usually include a mix of full- and part-time staff. Combined, these are referred to as FTEs (Full-Time Equivalents). As manpower costs represent 60 percent of operating costs, many telemarketing, help desk and customer service centers have moved to offshore contract operations where companies can hire college educated workers at a fraction of the cost for a high school educated worker in the U.S. Estimates suggest that up to 100,000 jobs have left the U.S. since the peak year of 2000. Even so, many of the smaller administrative offices and call centers need close contact with headquarters, and therefore, are not likely to move to offshore locations with significant time zone differences. Location of a Dell call center in Oklahoma City, rather than in India, suggests that call center offshoring is reaching its limits. Call centers look for vacant, air conditioned space with lots of employee parking. A quality talent pool of office workers at moderate cost is another location factor, plus broadband Internet access for network operations. Call center locations must be provided with the prerequisite telecommunications capabilities, and a location within reasonable distance to a telecommunications central office, and redundant fiber optic routing is typically required. WDG believes that call centers are a good match for the zone, and can take advantage of unemployed, retail and customer service workers seeking a change in occupation, and post-secondary school student resources. The targeted call center operations identified above tend to hire Associate and Bachelors degree residents because of their basic computer capabilities and ability to “think on their feet.” Call centers also hire part-time workers and retirees and typically offer a flexible work environment (flex-time and/or job sharing). The call center operations typically pay in the middle to upper-middle range of the call center industry and, therefore, are sought after by many communities. The average size of these operations must be compatible to the size of the workforce, and the zone’s smaller-sized labor market area will limit the size of the operation that can be supported in the zone. We recommend that call center marketing feature vacant space and focus on the following functions: • Technology support • Customer service • Reservations • Catalog fulfillment Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties 9 Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
  14. 14. Call Centers (small-sized) The following table depicts the top five states by total number of establishments in 2002 (latest data available) for the target activity’s combined three-digit NAICS Codes: Number of Top Five Establishments States 2002 2002 California 139,050 Florida 83,197 New York 76,704 Texas 73,667 Illinois 50,870 The top five fastest growing states by number of new establishments between 1998 and 2002 (latest data available) for the target activity’s combined three digit NAICS Codes is presented below: Top Five States Growth in in Change Establishments 1998-2002 1998-2002 California 12,066 Florida 8,763 New York 4,971 Texas 4,864 Virginia 3,304 Primary Target Industries: Wyoming Zone 11 – Goshen, Niobrara, and Platte Counties 10 Wyoming Business Council April 2005 The WADLEY DONOVAN GROUP
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