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2 TEN-Telecom Case Studies

Paul SkehanDeputy Secretary General

36 countries: 1,300 Chambers - 14 million companies

Established 1958

Brussels based. Core staff 25+, but we depend on members’ active participation in all activities

Business representational role is key, but this has led us into a number of pan-European projects and services over past 7 years. Wide range of projects now undertaken, some IT, but many business to business and Chamber-building

Eurochambres - A Brief Introduction

Despite incredible spread of Chambers, and wide variety of services available from each Chamber…

…we wanted to maximise the network itself

Chambers as inter-linked but independent units

Services from each Chamber available to that Chamber ’s members, but not to others

ChamberPASS: The Challenge

Idea to create a ‘club’ of Chambers willing to offer some of their own services to foreign businesses

We quickly dropped idea of ‘affinity’ membership card. Similarly discarded idea of brochures, or other printed materials - out of date too fast

We wanted a medium that would allow multiple, instant changes, visible to the maximum number of businesses at any time - the Internet

But several unknowns - technical, market, admin...

ChamberPASS: The Solution

A successful service (so far!)

Launched earlier this year, already profitable

91 Chambers from 18 countries already in

Seeking to extend beyond Europe to US and Asia

System fine, key issue to promote the site effectively to the general business population (target: internationally-oriented SMEs)

ChamberPASS: The Outcome

Chambers of Commerce and Industry well placed to act as trusted third parties, as neutral facilitators of the ADR process

Many European Chambers have long and distinguished history: Stockholm, Paris, Milan, London…

Obligation on Italian Chambers to provide, not just B2B, but also B2C services

Arbitration, mediation, conciliation - all form part of the Chambers’ armoury

OnlineConfidence: The Background

More business moving online

But questions of trust and confidence when buying online, especially from non-brand companies

Perceived difficulties in seeking redress in case of dispute, when dealing with foreign seller

Difficulties with language, customs, law…

How can Chambers maintain their levels of assistance, but in this new environment?

OnlineConfidence: The Challenge

Eurochambres assembled a consortium of interested Chambers to develop “OnlineConfidence” in 2000

OnlineConfidence: A trustseal businesses can display on their site, backed up by an online ADR mechanism to help resolve any disputes that may arise

We wish to keep Chambers as central to the process, regardless of whether it is on- or off-line

OnlineConfidence: The Solution

€ 5 million budget established (TEN-Telecom support also secured)

Project commenced January 2001

Work well underway on defining legal issues, code of conduct, processes of mediation/conciliation

Still to do: further development, then market testing, refining, plus roll-out to Chambers

Aim to be operational by Q3, 2002

OnlineConfidence: Progress to Date

Overall, very positive

Guidelines for making bid are clear and helpful

Evaluation process transparent, and written feedback given as to strong and weak points

‘Human beings’ rather than ‘officials’

Annual Review process useful as a sanity check

Prompt payments, once you report on time...

Overall TEN-Telecom Experience

Time from OJ bid evaluation negotiation contract start is too long for IT based projects

10% limit (of overall project costs) seems arbitrary and unduly harsh

Delineation between market validation and deployment should be reconsidered

Increase overall size of TEN-Telecom budget

What holds TEN-Telecom back?

…promotes e-confidence...

…helps SMEs abroad...

…with TEN-Telecom assistance...Thank You

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