Printing of Rate Notices for Councils in Australia
Print Mail Logistics LimitedBrief overview and industryupdate Adrian Pereira Commercial Manager and CFO 16 August 2012 City of Canada Bay Council
2Key message We aim to demonstrate our experience as a credible supplier specialising in the preparation, production and distribution of rate and water notices for regional and metropolitan Councils located throughout Australia.
3Presentation overview• PML – brief overview• PML – progress report• Market overview – Australia and NSW• Key buyer demands• Buyer decision making• PML’s service offering• Likely market changes in the next 12-36 months.
4PML – brief overview• Australian public company listed on the National Stock Exchange of Australia;• Production facilities based in Hobart, Tasmania;• Providing services to Local and State Government for over 20 years;• Distributes 10M mail items per annum including 4M on behalf of Local and State Government;• Now produces rate, water and animal notices on behalf of 36 Councils (25 at 30 June 2011) located in NSW, QLD, VIC and TAS.
5PML – progress reportIn the last 9 months PML has: ▫ Enhanced service offering to cater for: Online notice retrieval and archiving E-distribution and E-notification SMS delivery MICR capabilities E-bill presentation; ▫ Increased market share in target markets; ▫ Demonstrated the strength of our service offering to key customers.
6 PML...now delivering Council requirements throughout Eastern Australia # of mail # of Councils items paNew South Wales - Regional 3 300,000New South Wales - Sydney Metropolitan 3 200,000Queensland 5 550,000Victoria 1 200,000Tasmania 24 650,000Total 36 1,900,000
9Buyer demands are consistentthroughout Australia• Demonstrated experience• Fast turnaround with KPI’s linked to statutory and operational requirements• Timely access to expert, technical advice• Value added service components• Financial capacity• Commitment to Workplace Safety, Environmental Management and Sustainability.
11The impact on the marketplace• Between 2008 and 2012, key providers have re- focused on alternative markets• Successful providers have focused on: ▫ process improvement to reduce the cost to serve; and ▫ innovation to increase the price.• Result is a significant change in the competitive landscape.
12Solution buying vs. insight buying• Customer’s now have a much deeper understanding of their requirements together with the difference between competitor offerings.“Our customers are coming to the table armed to the teeth with a deep understanding of their requirements and a well scoped RFQ for a solution. It’s turning many of our sales conversations into fulfilment conversations” Harvard Business Review July-August 2012
13Buyer decision making in NSW sincethe Penrith NSWRP Conference• 152 Councils in NSW• Approx. 25 (representing 28% of mail volume) of the market issued an RFQ ▫ Approx 12 remained with existing supplier ▫ Approx 13 changed supplier• In most instances, RFQ’s were invited from 4 common suppliers from NSW, VIC, SA and TAS.
14Buyer decision making in NSW sincethe Penrith NSWRP ConferenceKey themes from the RFQ process:1.Transition to new supplier is now more seamless <7 days2.Supplier prices have reduced materially3.Improved service deliverables4.Interstate competitors are capable of providing a valuable solution – VIC, SA, TAS. ...consistent with the commodity magnet
16PML – Service Offering1. Expert transition management2. Agility and flexibility to meet Council’s changing requirements;3. Complete responsibility over each component of the value chain;4. Value added solutions including; ▫ Online retrieval and archiving ▫ E-distribution and e-notification ▫ SMS notification ▫ E-bill presentment5. A positive customer experience. References who will confirm our ability to deliver.
17Service component – print and mail Artwork and Data file Proof process Lodgement manifest
18Service component – e-services Data file Notice pdf Secure access (offline) to view, edit and User access reproduce reports notices Server Notice pdf (online) Unique email including URL reference to pdf notice
19PML – Customer selection• Anyone/anywhere model is prevalent in the industry• PML’s customer selection model is based on ▫ The volume requirements ▫ The technical scope of the services required ▫ The service level expectation ▫ Our ability to provide superior account management• Our intention is to leverage positive customer experiences
20PML – Customer selection• Over the next 12 months, our service offering will be most beneficial to Councils with the following requirements; ▫ Generally above 10,000 and up to 120,000 ratepayers But specifically between 20,000 and 90,000 ratepayers ▫ Timely and accurate supply of samples ▫ Lodgement with Australia Post within 24 hours of proof sign off ▫ Price reflective of value and service components required ▫ Requirement for value added solutions• Likely to be located in Metropolitan Sydney, key Regional areas of NSW, QLD, VIC and TAS.
21PML - Pricing• Strategic pricing tailored to Council’s specific requirements;• Reflective of Council’s internal resources and requirement for account management;• No penalty fees for Council initiated changes to lodgement dates• Fixed price components ▫ Programming and technical advice ▫ ORS and E-distribution.• Competitive ▫ PML enjoys a lower cost of production relative to its competitors given the reduced overhead costs of operation in Hobart, Tasmania.
22PML – Account and ContractManagement• PML recognises the difference between account and contract management;• Quarterly performance meetings;• PML assigns 3 separate staff to each relationship: ▫ Account Manager: co-ordinate stock, inserts, customer timelines and relationship management ▫ Senior Programmer: advise, prepare, sample and produce notices ▫ Contract Manager: execute contract, co-ordinate resources and ensure performance to contracted terms.
23Our view on the marketplace in thenext 12-36 months• Council’s will engage in an RFQ process more frequently and supplier pricing will become more competitive;• Council’s will place a greater emphasis on a supplier’s financial capacity and will carefully evaluate a supplier’s performance against contract terms;• Council’s are more likely to consider changing their supplier given the reduced effort in transition;• Greater push towards e-services as Council’s promote environmental and sustainability practices.
24PML’s action plan• New operational premises for process improvement to support its competitive position• Complete 3rd party certification to ISO standards• Continue to enhance IT capabilities designed to assist Council to communicate with its stakeholders• Leverage positive customer experience developed over the prior 9 months.