OPERATIONAL
GUIDELINES
ETF EVENTS
Contents
GOOD PRACTISE FOR ........................................................................................................................... 4
1.
Accuracy .......................................................................................................................... 4
2.
Customer oriented approach ........................................................................................... 4
3.
Effective planning and timing .......................................................................................... 4
4.
Expertise and problem solving ........................................................................................ 4
5.
Flexibility .......................................................................................................................... 4
6.
International dimension ................................................................................................... 4
7.
Responsiveness .............................................................................................................. 4
8.
Sound financial management .......................................................................................... 4
9.
Sustainability awareness ................................................................................................. 5
10.
Web and technology .................................................................................................... 5
LIST OF TOPICS ..................................................................................................................................... 5
1.
Accommodation ................................................................................................................... 5
2.
Catering and refreshments .................................................................................................. 6
3.
Database of invitees and lists of participants ...................................................................... 6
3.1
Database of invitees .................................................................................................... 6
3.2
List of participants (LOP) ............................................................................................. 7
3.3
List of participants’ signatures ..................................................................................... 7
4.
Documents and materials .................................................................................................... 7
5.
ETF corporate identity ......................................................................................................... 8
6.
ETF Event Management System (EMS) ............................................................................. 9
7.
Financial management ........................................................................................................ 9
8.
Languages and interpretation.............................................................................................. 9
9.
Participant categories ........................................................................................................ 10
Guest ...................................................................................................................................... 10
Self ......................................................................................................................................... 10
Local ....................................................................................................................................... 10
Other ...................................................................................................................................... 10
ETF staff ................................................................................................................................. 11
10.
Participant invitation and registration management ...................................................... 11
10.1
Correspondence with invitees ................................................................................... 11
10.2
Mailing of invitation package ..................................................................................... 11
10.3
Registration and help-desk before the event ............................................................ 12
10.4
Participants recalls .................................................................................................... 13
11.
Post-event activities ...................................................................................................... 13
11.1
Thank you letters ....................................................................................................... 13
11.2
Participants satisfaction survey ................................................................................. 13
11.3
Post-event evaluation (technical report) .................................................................... 13
11.4
Post-event financial report ......................................................................................... 14
12.
Protocol ......................................................................................................................... 14
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13.
Registration reports ....................................................................................................... 14
14.
Reimbursement procedures for guest participants ....................................................... 15
15.
Secretariat on-site ......................................................................................................... 16
15.1
Outline of activities .................................................................................................... 16
15.2
Registration process .................................................................................................. 17
15.3
Secretariat facilities ................................................................................................... 18
15.4
Staff ........................................................................................................................... 18
16.
Security.......................................................................................................................... 18
17.
Shipping ......................................................................................................................... 19
18.
Speakers and facilitators ............................................................................................... 19
19.
Special programme and entertainment ......................................................................... 19
20.
Statistics ........................................................................................................................ 20
21.
Sustainable approach .................................................................................................... 20
22.
Technology support services ......................................................................................... 20
23.
Transportation ............................................................................................................... 21
24.
Travel arrangements ..................................................................................................... 22
25.
Venue ............................................................................................................................ 23
26.
Visa assistance.............................................................................................................. 24
27.
Web support .................................................................................................................. 24
28.
Workflow and indicative timetable of individual event assignments.............................. 24
Pre-Event ............................................................................................................................... 24
Timing: 2-3 calendar months before event takes place. ........................................................ 24
Timing: within 2 working days from receipt of the Event Profile. ........................................... 24
Timing: 1 calendar week for events in Turin, 2 weeks for events outside Turin. Only in exceptional
cases (e.g. major events or critical countries for geopolitical reasons) timing can be prolonged.
............................................................................................................................................... 25
Timing: within 3 days after delivery of the execution plan. .................................................... 25
Timing: 1 calendar week following the request of commitment by the ETF Event Owner. ... 25
Timing: within 2 days from receiving the relevant documents from the ETF . ....................... 25
Timing: weekly or as agreed between both parties. .............................................................. 25
Timing: 4 weeks before the start date of the event. ............................................................... 25
Timing: 2-4 weeks before the start date of the event. ............................................................ 25
Event ...................................................................................................................................... 25
Timing: in principle, at least 1 day before the start date and for the duration of the event. ... 25
Post-Event .............................................................................................................................. 25
Timing: within 3 working days after the end date of the event. .............................................. 26
Timing: within 1 calendar week after ...................................................................................... 26
Timing: within 1 calendar month after the end date of the event. .......................................... 26
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FOREWORD
The European Training Foundation helps EU neighbouring countries to develop quality vocational
education and training systems. Meetings and events are an important part of this as they provide a
means of sharing and developing knowledge, learning, and networking among partners and target
groups.
These guidelines are designed to help tenderers learn about our procedures and standards.
GOOD PRACTICE
Accuracy
A high-level of accuracy and attention to detail in the delivery of services and products is required.
Quality control should be ensured by the contractor.
Customer oriented approach
The contractor should demonstrate competence in delivering customer-oriented solutions both to the
ETF and to its invitees.
Effective planning and timing
An excellent knowledge of planning processes, consistent use of planning tools and respect for
deadlines to facilitate timely implementation of activities are essential.
Expertise and problem solving
Staff should be highly qualified and consistently trained to ensure continuity and the same
methodology for all ETF events. Professional advice, a proactive approach and the capacity to
anticipate needs and potential last minute problems are additional requirements.
Flexibility
The contractor should be able to accommodate requests for new activities other than those scheduled
or with a shorter lead time than planned.
International dimension
The contractor should have the capacity to negotiate competitive rates with international suppliers as
well as to operate in all countries covered by the ETF mandate.
Responsiveness
The contractor should handle queries and respond to the ETF and external participants quickly and
accurately.
Sound financial management
Event budgets should be managed thoroughly at all stages Thorough management of the event
budget at all stages of the event, from estimation to closure including continuous monitoring during the
implementation activities. Budget over-estimations should be avoided.
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Sustainability awareness
Up-to-date knowledge of best practices and ways to minimise the environmental impact of meetings,
and consistency in its application to ETF events.
Web and technology
Electronic platforms, web tools and real-time, online updated information for event management and
communication with participants and the ETF.
LIST OF TOPICS
The following sections describe the main activities and services required in the organisation of ETF
events.
The topics are presented in alphabetical order. The list is not exhaustive, and the ETF may request
some or all of the services listed. Furthermore, the contractor may be asked to perform other duties
within the scope of this framework contract.
Accommodation
For events organised outside its premises, the ETF may require full-service convention hotels which
provide meeting space and services together with accommodation. Where this is not possible, the
hotel(s) should preferably be within walking distance from the event venue.
Tasks commonly required are:
■
Search and identification of suitable hotels. The same quality standard (usually 3-4 star) and a
similar location should be provided for all invitees and as many rooms as possible should be
booked in a minimum number of hotels.
■
Negotiation of preferential tariffs, complimentary rooms, penalties and no show policies. Flexibility
is needed on deadlines for rooming lists and last minute changes.
■
Managing hotel reservations and providing early information to the ETF about option deadlines,
cut-off dates and cancellation policies, including room guarantees (especially in case of
overbooking) and procedures for early arrivals and late checkouts.
■
Monitoring the rooming list (new reservations, cancellations and no-shows) in order to minimise
penalties.
■
Reviewing hotel invoices (cross checking hotel attendance lists).
The contractor will take care of hotel reservations for all participants who need it, regardless of
whether they are self-paying or funded by the ETF.
The ETF usually offers participants single room accommodation including breakfast. Double rooms will
be organised only upon request for accompanying persons, and the additional cost will be at the
participant’s expense. All incidentals (such as mini-bar, pay-TV, phone calls, hotel bar, etc.) will also
be at the participant’s own expense.
Shared rooms do not form part of ETF policy and must be avoided even in emergency cases (such as
hotel overbooking).
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The contractor will determine how many nights to reserve on the basis of the list of participants, the
length of the conference and the flight schedule. Where special travel arrangements requested by
participants require spending additional nights in the hotel, this must be authorised by the ETF.
The ETF may decide to set a maximum rate per night for accommodation.
Catering and refreshments
Lunches, dinner, coffee breaks and convivial networking occasions are usual components of ETF
events. Regular tasks may include:
■
Organisation of coffee breaks and lunches at the venue in line with the programme of the event.
■
Selection of suitable restaurants for official dinners.
■
Organisation of receptions, cocktail and/or gala dinners, including special programme and
entertainment.
■
Provision of refreshments and mineral water in conference and breakout rooms, lounges (for
speakers, delegates, press, etc.), interpreters’ cabins, conference secretariat ‘s office, etc..
■
Organisation of spare meals (i.e. meals not included in the event programme) for participants,
preferably providing vouchers or restaurants in the proximity of the participants’ place of
accommodation.
The contractor will take into account cultural or personal dietary requirements of participants
(religious, vegetarian, allergies etc.) and plan individual menus accordingly. In certain cases, a
written description of the ingredients may be necessary.
A cross check of the different menus offered at the same event should be carried out by the
contractor in order to avoid duplication, as well as with regard to the meeting history, in the case of
regular meetings.
When appropriate, the contractor should ensure the translation of menus into English and printed
copies in line with the event graphics (logo, title and date of the meeting, etc.). Seating order and
place names may be organised (see point 12, Protocol).
For spare meals, especially in case of long stays (such as for study visits) and for events held in
Turin, the contractor should propose vouchers for different restaurants
The contractor should pay attention to avoid over/underestimating catering numbers. If a minimum
guarantee is asked by the suppliers, this shall be clearly indicated in the budget proposal, as well as
any cut-off date. The contractor should also envisage practical systems to ensure catering costs
accounting.
Database of invitees and lists of participants
For any individual assignment, the ETF will provide the contractor with the provisional list of invitees
in excel format. On the basis of this information, the contractor will be responsible for managing the
following:
Database of invitees
The database of invitees should be managed in the following way:
■
Entry of personal data upon receipt of registration forms from participants.
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■
Notification of any changes to participants’ personal data to the ETF.
■
Day-to-day management and update of the registration report (see point 13, Registration reports).
■
Production of regularly updated reports in excel format (idem).
The contractor should envisage, in cooperation with the ETF, a user-friendly online system that
provides real-time updates to participants’ data.
List of participants (LOP)
■
Production and printing of the list of participants in a presentable Word format to be distributed at
the event.
■
Updating of the list of participants at the event (for example no show, data change notification,
etc.) and production of a final post-event list of participants.
The Word document of the list of participants must be accurate and up to date, and delivered in a
professional format. The ETF’s audience is multilingual and particular attention must be paid to the
accuracy of personal data (including spelling). Before final production, the list shall be approved by
the ETF. The ETF may request small changes to the list up to one day before an event.
List of participants’ signatures
The contractor will collect the signatures of all participants registered for an event, in particular with
regard to eligibility for fees. In case of events where contractor is not present arrangements for the
collection of signatures should be agreed with ETF before the event starts.
The list, in alphabetical order, will indicate:
■
Category (with regard to fee eligibility, i.e.: Guest, Self, Local, Other, ETF)
■
Title
■
Name, Surname
■
Country/Organisation.
Signatures will be taken per event (and not per event day). In specific cases (e.g. dignitaries,
speakers) the ETF (or someone authorised by the ETF) can sign on behalf of the invitee.
For large events, two separate lists, one for external participants and the other for ETF staff, can be
used to facilitate the registration process
Documents and materials
In cooperation with the ETF, the contractor should ensure that the event documents (agenda, concept
notes, handouts, etc.) are made available to all participants, including interpreters and ETF staff, in the
required languages. Documents should be provided in a professional format (either printed or for
online viewing).
On request, the contractor will organise translation of the meeting documents. This will be considered
a reimbursable cost. Please note that the production of administrative documents related to the
organisation and logistics of the event (e.g. registration form, practical information) in French and
Russian are to be taken care of by the contractor, with no additional costs for the ETF (see point 10.1,
Correspondence with invitees).
In the preparing for an ETF event, some or all of the following tasks are usually required:
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■
Preparation of welcome information (to be delivered to participants at the hotel upon arrival),
including local information, tourist information, town map, practical information regarding the event
(such as transfer, social programme, etc.).
■
Preparation of conference kit (to be delivered to participants upon registration on-site), including
agenda, list of participants, speakers’ papers, block notes and pens, social events programme.
■
Preparation of information packages for various types of public (high profile delegates, speakers,
press, etc.).
■
Production of high quality printed material, such as invitations, programmes and mini programmes,
venue plans, maps, seating arrangements, etc..
■
Organisation of desk-top publishing facilities to produce professional looking publications on- site
(i.e. conference newsletter).
■
Organisation of tickets and vouchers (for special events, i.e. concerts, or meals, etc.).
■
Production of name badges including the ETF logo and/or the event logo, title of event, place and
date, name of participant, organisation and/or country. Back up system to produce professional
looking replacement badges on-site, in case of late substitutions or spelling mistakes, is required.
Badges must be simple and fixed without damaging clothing (no pins). For major events, special
badges may be required.
■
Production of nameplates (printed in recto-verso and readable from a distance) with the ETF logo
in colour, provision of nameplate holders (the cost of production of badges and nameplates is
included in the contractor’s Event Management Fee).
■
Organisation of large and small size flags (countries, EU and ETF, local authorities of host
country) (see point 12, Protocol).
In principle the ETF will make folders, block notes and pens with the ETF logo available for individual
assignments. In case these ETF materials cannot be made available, the contractor will provide
alternative options.
For major events, the design and production of information bags, conference kits or other materials
(such as pens, block notes, pins, gift and congress accessories, etc.) with a dedicated graphic or logo
for specific events, may be required.
The contractor may be asked to organise the transcription of event speeches or discussions.
ETF corporate identity
The contractor will follow the ETF corporate identity guidelines manual in order to ensure that the ETF
identity is consistent on all written communication (correspondence, programme, speakers’ papers,
brochures, folders, badges, nameplates, menu cards, venue signs, etc.).
The contractor should ensure that professional graphic solutions are available to improve the quality of
visual communication, even in case of in-house made products.
In case an event is jointly organised with other partners, more than one logo may be required on the
event material.
The contractor will take care of ensuring high visibility of the ETF during the event through the ETF
corporate identity and promotional materials, such as signs, flags, stand, publications, dedicated
information areas, etc..
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ETF EVENT MANAGEMENT SYSTEM (EMS)
The ETF uses an in-house web based tool, the Event Management System (EMS), for the
management of its events.
The ETF Event Management System (EMS) is a web based Lotus Notes Domino application running
on Intel server. The EMS is used by the ETF to manage internal information about events, as well as
communication with the contractor on each individual assignment, especially with regards to document
sharing and relevant correspondence. The contractor will be requested to use the EMS in the planning
and daily implementation of activities.
Interfacing possibilities with the contractor’s conference management software and event electronic
platforms should be investigated during the implementation of the contract between the ETF and the
contractor.
FINANCIAL MANAGEMENT
For all aspects of the financial management of events, the ETF must comply with rules on public
procurement and its financial regulation and the contractor will act accordingly. Specific guidelines
(see Annex 2, Financial guidelines for ETF events to Attachment 1 - Terms of reference) and training
will be provided by the ETF on this issue.
For any given event the contractor will take care of:
■
financial planning (estimation and monitoring of event budgets)
■
advance payments to suppliers (hotels, restaurants, etc.)
■
payments for services within the established deadlines
■
management of a petty cash system for unforeseen petty expenditure during the event
■
reimbursement of participants on the basis of ETF rules and procedures, including collection of all
necessary administrative and supporting documents, lists of participants’ signatures, and bank
transfers (see point 14, Reimbursement procedures for guest participants)
■
cash reimbursement of participants, where reimbursement via bank transfer is not feasible
■
financial reporting (see point 11.4, Post-event financial report).
LANGUAGES AND INTERPRETATION
The working language of ETF meetings is generally English. However, a large number of ETF invitees
are Arabic/French or Russian speaking and they do not always communicate fluently in English. The
contractor must have staff able to communicate on a daily basis in French and Russian with ETF
delegates. Arabic is an asset.
Simultaneous interpretation and translation of event documents to any EU or partner country language
may be required.
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The contractor will undertake the selection and recruitment of interpreters in EU and/or partner country
languages, in accordance with the event requirements. Services may include:
■
simultaneous interpretation (direct interpretation and not relay system, as a first option)
■
consecutive interpretation
■
whispering interpretation
■
organisation of light equipment (“bidul”) for simultaneous interpretation in small groups
(especially but not exclusively for study visits).
As a guarantee of quality, interpreters must have membership of respected international associations
with certified standards. Where possible, local interpreters should be recruited.
The contractor will provide interpreters with all necessary meeting documentation well in advance of
the event.
PARTICIPANT CATEGORIES
ETF event participants have usually known us for a long time and are regularly involved in our
activities. This long-term relationship between the ETF and its stakeholders means that the contractor
should demonstrate particularly strong customer orientation and a personalised approach to dealing
with ETF participants.
As a rule, the ETF does not apply registration fees for its events. Furthermore, participants from
partner countries, which are an important target group of our international meetings, are entitled to full
reimbursement of expenses by the ETF.
ETF event invitees are a multilingual and multicultural group and awareness of cross cultural
differences is essential in dealing with them.
For the purpose of this contract, participants in ETF events have been clustered in the following
categories:
Guest
Participants for whom all costs are paid by the ETF (e.g. participants from partner countries, from EU
Member States, ETF Governing Board members, speakers).
Self
Participants who pay their own participation costs (e.g. officials from European Institutions and bodies,
from International Organizations, contracted experts who receive remuneration from the ETF for their
participation).
Local
Participants who are based at or close to the event location (within 100 kilometres of the event).
Other
Participants from the local area who require a very limited range of services related to on-site
registration, e.g. local authorities addressing the event opening, observers, journalists, students.
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ETF staff
Expenses for ETF staff are generally covered by the ETF mission budget, outside this contract.
A description of costs paid by the ETF, the services to be rendered by the contractor and the fees
which can be claimed for each category are summarised in Annex 3, Participant categories and fees
to Attachment 1 - Terms of reference.
For participants not covered by these categories, eligibility will be established on a case by case basis.
PARTICIPANT INVITATION AND REGISTRATION
MANAGEMENT
Correspondence with invitees
All official communication to be sent to participants shall be agreed by the contractor with the ETF.
Official documents (invitation letter, agenda, supporting documents for visa applications) will be
produced by the contractor in a professional format in line with the ETF corporate identity (logo, etc.).
Documents should be preferably sent out by the contractor by e-mail, in pdf format (the contractor
should take care of the format conversion). However, in certain partner countries, it may be necessary
to communicate by fax, when internet connection is not available or reliable. The contractor is
responsible for checking communications sent on behalf of the ETF have been successfully received
by recipients.
For events where administrative correspondence (registration form, practical information, etc.) in
French and/or Russian is required, an accurate translation must be provided by the contractor at no
additional cost. If the contractor is required to provide translations of content related documents
(invitation letters, agenda, concept notes, etc.), these costs will be reimbursed (see point 4,
Documents and materials).
Mailing of invitation package
The standard invitation package includes at least:
■
invitation letter
■
agenda of the event
■
registration form
■
supporting documention, when applicable, for visa application (see point 26, Visa assistance).
The ETF will provide the contractor with:
■
the list of invitees in excel format (see point 3.1 Database of invitees and 3.2 Lists of participants)
■
the draft agenda
■
the invitation letter template(s).
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Invitation mail merge
According to the invitee categories, different invitation letter templates may be produced, to be
personalised by the contractor for each invitee. In some cases, personalised letters may be required
for invitees who need to receive tailor made information, e.g. speakers, high profile guests, etc..
Registration form (preferably on-line registration system)
The contractor will prepare the registration forms for the event which will contain relevant
administrative information and clearly indicate, among others, what is covered by the ETF in terms of
accommodation, meals and other expenses.
The registration form must be clear, user friendly and contain all necessary information, including:
■
personal data of the participant: gender, title, first name, family name, company/institution,
department/service, job title, complete address (fields: street and number, country code, post
code, town, country, phone, fax and e-mail)
■
logistical information about participant’s registration: attendance at sessions and workshops,
social events, lunches/dinners (including any special requirements), hotel confirmations (including
any special requirements), travel and flight details
■
logistical information for the participant: conference site, full hotel details (name, address, fax, tel.
numbers, possibly a link to their website), check in and check out time, indication of hotel rates for
self funding guests or the maximum number of nights covered for ETF guests, deadline for
registration
■
additional information such as registration/welcome desk opening times, instructions for pick up at
the airport upon arrival or for public transport, official documents required if any (passport, visa,
vaccination certificate, health care insurance), maps of hotels and venue, local information
(language, currency and exchange facilities, plug type, climate, clothing, etc.)
■
disclaimers related to privacy protection issues.
The contractor will send out the invitation package within 2 working days from receipt of the above
documents.
Registration and help-desk before the event
The contractor will be responsible for comprehensive assistance to participants and direct
communication with them regarding all logistical matters (hotel reservation/confirmation, travel
arrangements including delivery of prepaid tickets, administrative procedures such as insurance,
reimbursements, visa, etc.).
The contractor’s help-desk will be the invitees’ first contact with the ETF event and it is vital that a
positive first impression is given. All written and spoken communication should be consistent with the
communication style of the ETF.
For many events, help-desk services in French and Russian will be required during the time leading
up to and for the all duration of the event to accommodate the large number of Arabic/French or
Russian speaking ETF invitees who are not able to communicate fluently in English.
The registration process must be quick and efficient. All individual cases and requests must be dealt
with quickly and courteously. E-mail requests shall be answered, or at least acknowledged, on the
same working day. Urgent email requests shall be dealt without delay.
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The contractor will:
■
acknowledge participant’s registration within 1 working day from when the registration is
received
■
follow-up with the participants on their practical arrangements within 2 working day from when
the registration is received
■
upon agreement about individual practical arrangements, send final confirmation within 1
working day.
The contractor will ensure a rational and timely finalisation of practical arrangements with participants.
In case of any delay the contractor will undertake corrective actions, if necessary informing the ETF.
All changes related to a single participant must be tracked by the contractor and be available on-site
during the event.
Participants recalls
The contractor will follow up with participants by e-mail and phone to ensure that they received the
invitation package. The contractor will follow up with participants who did not reply to the first
announcement with a maximum of two phone recalls. On this basis, the contractor will prepare a
report which will be sent to the ETF for further action.
The contractor will keep the ETF regularly informed about progress in registrations, so that, for
example, replacement participants can be selected.
POST-EVENT ACTIVITIES
Thank you letters
At the end of the event, upon request, the contractor will send thank you letters to relevant recipients
(speakers, facilitators, audience, etc.) and will take care of circulating event documentation, hand outs
or proceedings to all delegates.
Participants satisfaction survey
For each event, the contractor will carry out a participant satisfaction survey on the basis of a template
provided by the ETF Communication Department. The contractor will provide the ETF Communication
Department with a statistical summary based on the survey data no later than 3 working days by
the end of the event.
Furthermore, for any specific complaint, the contractor will take care of the follow-up with the
individual, as appropriate.
Other follow-up evaluation activities, for example interview research with participants, may be carried
out by the contractor, upon request, in specific cases.
Post-event evaluation (technical report)
After each event the contractor will carry out a debriefing with the ETF and a self- assessment of the
activity, which should also take into consideration the findings from the Participants satisfaction
survey.
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The result of post-event evaluation should be reported in writing, outlining critical issues, if any, and
making recommendations regarding future events, and used for sharing good practices between the
ETF and the contractor team.
Furthermore, the contractor will deliver the final list of registered participants (Word and Excel
document), indicating any changes in participants contact details from the initial list.
The post-event evaluation activities should be finalised within one calendar week by the end of the
event.
Post-event financial report
The contractor shall submit to the ETF a formal request for payment (invoice) within 30 days of
completion of the task/conclusion of the event. The contractor invoice file represents the basis of the
payment. It should be clear, complete and well structured, to facilitate the check of the invoice.
The invoice will be accompanied by the financial report which is composed of the final balance, the
overall logistic list_post, the list of participants’ signatures and relevant supporting documents
More details about financial reporting are available in the Annex 2, Financial guidelines for ETF events
(in particular point 3.3.1) to Attachment 1 - Terms of reference
PROTOCOL
The contractor should be aware of cultural diversity and rules of ceremony which might vary from one
country to another. For ministerial level meetings, protocol requirements must be carefully planned in
advance in consultation with the ETF and if necessary with the governmental partners involved.
Arrangements may cover:
■
welcome at the airport
■
decorations, such as flowers at the speakers’ table
■
flags (in principle, alphabetical order English)
■
interpretation, as necessary
■
seating arrangements at the conference (priority, head of table, reserved first row, etc.)
■
seating arrangements at social events
■
social invitation to authorities
■
private meeting rooms for bilateral meetings (refreshments and headphones available).
REGISTRATION REPORTS
During the preparation of an event, the contractor will provide the ETF with regular and accurate
registration reports in excel format, in principle once a week after the mailing of the invitation. An ad
hoc timetable may be agreed for any given event with the ETF.
The contractor must be able to produce up to the minute registration reports at short notice.
The registration report will include information such as:
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■
personal details
■
category of invitee and related codes
■
attendance at sessions and/or social events
■
travel schedule (date and time of arrival and departure, flight numbers)
■
hotel assignment
■
remarks (any other information about a participant)
■
travel cost type (prepaid, reimbursable) and cost
■
any other information requested by the ETF.
The registration report should be organised in a flexible way allowing multiple sorting (by any type of
information: name, country, category of invitee, hotel, attendance of sessions or social event, etc.).
Separate lists can be requested on different subjects (accommodation, arrival/departure, transfer,
participants’ category, etc.).
REIMBURSEMENT PROCEDURES FOR GUEST
PARTICIPANTS
ETF guest participants may be entitled to travel reimbursement (if self organised), daily allowance (if
applied), and miscellaneous expenses (visa and other travelling related costs).
The contractor’s tasks will include:
■
monitoring arrangements made by the participants themselves to check for non-compliance with
the rules (for example, business ticket or out of the standard route schedule)
■
providing participants with all relevant information and administrative forms needed for the
reimbursement
■
if daily allowance applies, reimbursement to the participants after the event via bank transfer, on
the basis of the calculation of daily subsistence allowance (DSA) provided by the ETF Event
Owner at least 10 days before the event takes place
■
collecting all necessary administrative and supporting documents, including bank details and list of
attendance signatures, on-site at the event
■
following up individual cases where the documentation is not appropriate and/or complete
■
completing participants’ individual files with the calculation of the reimbursement due, which
should be paid to the participant via bank transfer within 1 calendar month from the end date of
the event. In exceptional cases, if the payment of reimbursements is done by the ETF, the
participants’ reimbursement dossiers are to be delivered to the ETF Event Owner within 2 weeks
from the end date of the event.
Participants from certain partner countries may not have a bank account. In these cases ad hoc
solutions, which may include cash reimbursement, shall be looked for, and approved by the ETF.
OPERATIONAL GUIDELINES | 15
Reimbursement procedures are based on the Director’s Decision ETF007/DEC/028 of April 2008 (ETF
rules for reimbursement of experts attending ETF events), which is provided to the contractor following
the contract signature.
More details on ETF rules and procedures can be found in Annex 2, Financial guidelines for ETF
events.
SECRETARIAT ON-SITE
Outline of activities
The contractor will be responsible for the partial or full management of the event on-site, before,
during and after the event, including:
Venue and registration desk setup
■
meeting rooms and technical equipment
■
organisation of the registration area, including office stationery
■
organisation of the cloakrooms and luggage room services
■
assembly of conference bags/personal envelopes
■
organisation of badges
■
signage.
Display areas setup
■
transport/distribution of brochures and exhibition material from the storage room to the stands
■
organising the display of ETF documents and promotional material (including clean up at the end
of the event)
■
set up (and dismantling) of the ETF stand.
Registration desks
■
reception of visitors: distribution of badges, conference bags and personal envelopes
■
reimbursement procedures
■
help desk during the event.
Assistance to participants
■
assistance upon arrival (welcome desks at strategic locations (airport, hotel lobbies, railway
station, etc.), including assistance for lost luggage
■
assistance at the hotel and through the event
■
participant satisfaction survey
■
assistance for departures.
Assistance to speakers
■
welcome
OPERATIONAL GUIDELINES | 16
■
helping speakers with IT presentations
■
organising the distribution of speaker hand outs.
Assistance to the ETF
■
final briefings
■
last minute requests
■
verifying day-by-day the event programme.
Assistance to authorities and high profile guests
■
accompanying them and being at their disposal when needed
■
checking the reserved meeting rooms on a regular basis.
Assistance in conference rooms
■
opening, closing, reception of participants, light control, A/V control, etc.
■
distribution of documents to interpreters
■
verification/change of nameplates after each session
■
distribution of headsets
■
handling of wireless microphones during Question & Answer sessions.
Closure operations
■
monitoring participants departures
■
retrieval of conference/ETF materials
■
administrative check with suppliers for invoicing.
Registration process
The contractor shall ensure that the necessary resources (staff, infrastructure, equipment, and
software) are available to ensure a swift, smooth and efficient registration process. Furthermore, the
registration procedure must be organised in such as way as to take into account the handling of
reimbursements for some participants.
The registration processing system may be electronic and/or manual, depending on the size of the
event. A manual backup should always be available for electronic systems. A description of the
registration of on-site software used, if any, shall be provided in the tender presentation.
For large events, a sufficient number of desks for on-site registration should be organised to ensure
the smooth running of operations covering for the different groups, for example:
■
delegates
■
speakers, chairs, facilitators, press, authorities
■
ETF staff
■
on-site accreditation
■
general information.
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Secretariat facilities
The secretariat office on-site should allow a smooth and orderly development of the tasks in progress,
providing sufficient and well organised space for staff, materials and equipment.
In principle, reception desks should be equipped with:
■
PCs and software (Microsoft Office including Power Point/Excel/Word), Internet connection
■
printer(s)
■
telephone(s) (list of useful numbers available at hand)
■
complete stationery (including paper for printer and bins)
Secretariat room(s) and offices should be equipped with:
■
up-to-date PCs and software (Microsoft Office including Power Point/Excel/Word), Internet and
email connection
■
printers
■
telephone(s) (list of useful numbers available at hand)
■
multifunction photocopier
The contractor should ensure that a lockable storage room/area and facilities for ETF staff to
preparate work/briefings with speakers, facilitators, etc. are available.
Staff
The contractor’s Project Assistant will coordinate the activities on-site and be the main point of contact
for the ETF. The Project Assistant should provide the ETF with logistical information in writing well
before the event (specification manuals or programme of operations) to allow a good flow of
communication and coordination of operations on-site.
It is important that occasional hostesses/stewards) are accurately briefed by the contractor on all
aspects of the event and of the facility, as well as on time schedules and task allocations, to be able to
handle queries and necessities with authority and assurance.
Hostesses and stewards must be bilingual (English or French and host country; any other language is
an asset). They will work in a team under the supervision of a coordinator. The same team shall be
available throughout the whole event. An event dress code is to be adopted by the contractor staff for
ETF events. Hostesses and Stewards shall wear uniforms. Service provider staff (drivers, technicians)
should wear professional work attire.
SECURITY
The contractor must be aware of potential risks in event management and in the case of sensitive
events or attendance should raise the level of attention appropriately. Arrangements may cover:
■
risk assessment (for the meeting, for individuals, for the venue, for equipment and valuables)
■
monitoring risk (on-going)
OPERATIONAL GUIDELINES | 18
■
risk management (including evacuation plan for emergencies)
■
crisis management plan (responsibilities, measures and processes, information flow)
■
ad hoc arrangements for authorities/high profile guests’ attendance.
SHIPPING
In cooperation with the ETF, the contractor will plan the shipping of ETF materials (documents,
publications, promotional materials, inventory lists, etc.) to the location of the event.
On-site, the contractor will follow up on the shipment’s arrival and organise the storage of the event
material as most appropriate (at the venue, at the hotel, etc.). In the event that the selected venue is
temporarily unavailable (for example because a different meeting is being held), the contractor is
responsible for arranging an alternative cost-effective solution for storage.
The contractor will take care of organising the display of conference documents and promotional
materials at the event. At the end of the event, the contractor will take care of the conference
documents and promotional materials collection and disposal (including organising shipping to any
agreed destination, as required).
The shipping costs of ETF materials will be borne by the ETF. Please be aware that the shipping costs
of the contractor’s materials (i.e. conference secretariat materials) will be borne by the contractor.
SPEAKERS AND FACILITATORS
Contacts with speakers and the collection of speakers’ presentations will be organised by the ETF.
The contractor may be asked to:
■
gather abstracts or bios
■
distribute speakers’ presentations, at the conference and/or via the Internet
SPECIAL PROGRAMME AND ENTERTAINMENT
In addition to the points listed above, the contractor may be asked to arrange:
■
gala events (table plan, participants list, place names for tables, including seating charts)
■
cultural visits and events, guided and sightseeing tours
■
organisation of entertainment (music, theatre performance, etc.), including authorisation and
licensing paperwork
■
speakers/press lunch or dinner
■
programme for spouses/accompanying persons
■
typical local evening
■
welcome/opening reception
■
tourist information provision.
OPERATIONAL GUIDELINES | 19
Information on the invitation should contain:
■
the name of the host/inviter
■
date
■
location and address
■
map, if necessary
■
colour code, if there are seating areas
■
meeting place, if there is transportation
■
dress code
■
RSVP address
The details of the special programmes should be indicated from the outset.
These services may be included in an overall event or requested separately.
STATISTICS
The contractor will provide regular statistical data on individual event assignments as well as on the
overall contract (participants, gender/geographic distribution, satisfaction surveys result, costs of
services, financial issues, etc.) and ad hoc statistics upon request.
SUSTAINABLE APPROACH
The ETF is committed to following a sustainable approach to its meetings and events. This is an area
in which environmental good practice can make a significant difference. The contractor should be able
to share its vision for applying environmental practices to event organisation. We value all types of
contribution from the selection of green venues and hotels to switching off meeting room lights before
leaving the room. Even small gestures will have an impact on our sustainability and will send out a
positive message to our participants, colleagues and suppliers.
TECHNOLOGY SUPPORT SERVICES
Good planning of the event technology requirements, careful selection of professional company
providers and state of art technology solutions are required for ETF events. A check list of possible
services and technical equipment that may be required is provided below:
Audio visual
■
flipchart, paper, pens
■
microphones (including lapel microphones) and full sound system
■
overhead projector
■
screen and monitors
OPERATIONAL GUIDELINES | 20
■
slide centre facilities for presentations
■
video conference facilities (live and on tape)
■
video projector.
IT and Internet
■
laptops and up-to-date software (Microsoft Office including PowerPoint/Excel/Word)
■
wi-fi,
■
streaming facilities
Technical equipment
■
photocopier (with sorter and stapler function)
■
printer
■
telephone lines and telephones/mobile phones.
Simultaneous interpretation infrastructure
■
simultaneous interpretation booths, fixed or mobile (specific standards will be specified on an ad
hoc basis)
■
receiver sets for each participant (including headphones)
■
conference system (one table microphone for every two participants)
■
bidul system (light equipment) for simultaneous interpretation without cabins (max 25
participants)
■
recording of simultaneous interpretation (floor plus English).
Technical assistance
■
permanent/full-time assistance is to be foreseen from the preparatory stage (preparation of the
venue, setting up of the conference rooms and secretariat) until the very end of the event, for all
technical equipment (AV, interpretation, IT, computer hardware and software, printers,
photocopiers, telephones)
■
back up equipment is to be made available by the supplier with no additional cost for the
duration of the event.
TRANSPORTATION
The contractor will take care of the overall organisation of transportation services for the event,
including:
■
detailed plan of arrivals and departures
■
maintenance of a transport list for arrivals and departures and provision of an accurate and
updated list to the transport company
OPERATIONAL GUIDELINES | 21
■
staff at the airport, if required
■
assistance for lost luggage
■
shuttle service to and from the airport/hotels/conference venue/restaurant including staff to provide
full assistance
■
transport for cultural programme
■
executive cars service and assistance
■
effective communication with all cars/buses in real time
■
review of invoices from transport suppliers (in particular cross checking transfer times against the
logistics of the event list, to ensure that it fits with the financial agreement and the actual transfers
carried out).
Full assistance from the contractor, including phone availability, shall be ensured for the entire period
in which participants are travelling, to be able to monitor arrival and departure and modify local
transfer service according to the need, in case of last minutes changes (delay, flight cancellation, etc.).
TRAVEL ARRANGEMENTS
The contractor will be responsible for all aspects of travel arrangements for guest participants,
including direct contact with participants for the:
■
organisation of pre-paid flight tickets at the best price terms and conditions and offering the most
convenient schedule
■
delivery of the travel document to the participants
■
organisation of prepaid travel by other means (train, other).
The contractor may be asked to submit within three working days upon receipt of the list of
participants, a draft overview of suitable travel schedules and costs proposed by the travel agency.
This document will be regularly updated on the basis of the participants’ registration.
In principle, travels shall be organised according to the most convenient route and fare. The contractor
will pay special attention that the flights proposed are convenient to the participant in terms of
travelling hours and stop over, and that the price is competitive.
The contractor shall seek for the ETF prior written approval in case:
■
the cost of the flight ticket is higher than the cost budgeted
■
the flight ticket is high-priced and no less expensive alternative is available
■
economy class is not available
■
any particular request is made by the participants which may have an impact on the cost of the
ticket (booking a specific airline, personalised travel schedule, etc.).
The cost of prepaid tickets shall be registered and kept up-to-date in the registration report regularly
delivered by the contractor to the ETF. The cost of the flight ticket (either prepaid or reimbursed) shall
also be indicated in the overall logistics list which will be delivered by the contractor after the event. In
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cases where participants organise their own travel arrangements, at the request of the ETF, the
contractor will take care of reimbursements in compliance with the above mentioned rules (see also
point 14, Reimbursement procedures for guest participants).
For the organisation of prepaid flight tickets the contractor will refer to the Director’s Decision
ETF007/DEC/028, ETF rules for reimbursement of experts attending ETF events, which will be
provided upon contract signature, as well as to the Annex 2, Financial guidelines for ETF events to
Attachment 1 - Terms of reference.
The ETF has a corporate fidelity flying programme with different air companies. The contractor will be
asked to ensure that these benefits are applied to any tickets it purchases in the name of the ETF.
VENUE
ETF promotes interactive and participant-centered events. The contractor should be prepared to
identify venues that offer the best facilities to these requirements and suggest logistical solutions
which enable and enhance communication and group work.
The contractor will conduct a search of a suitable venue based on the event objectives, format,
budget and other relevant requirements. The contractor will submit its proposal with a description of
the main features including a rational for decision. When necessary, on-site inspections will be
carried out by the contractor.
An indicative checklist of items to be specially considered is as follows:
■
access and registration
■
audiovisual equipment and technical equipment (including simultaneous interpretation
infrastructure)
■
configuration and location of reception, catering, display areas and other facilities
(cloakrooms, lavatories, leisure)
■
configuration of conference facilities (for plenary and breakout sessions)
■
insurance and safety issues
■
internet points/wireless connection
■
lighting
■
security (access)
■
signposting and direction facilities
■
signs and room decoration (e.g. the congress logo, flower arrangements, flags of participating
countries, etc.)
■
slide centre management
■
support services facilities (office services, secure storage room, speakers briefing rooms, bilateral
meeting room, press room, telephone lines, printing/photocopying equipment, car parking, coach
access, etc.)
■
sustainability.
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VISA ASSISTANCE
Visa procedures may be a critical issue. The contractor should be aware of the complexity in
managing visa issues in relation to the 30 partner countries and 28 EU Member States which may be
involved in any of the international conferences convened by the ETF.
The contractor should analyse the overall context of any given event and map all visa requirements for
the different groups of participants and provide assistance on visa issues to the event as a whole.
The contractor must assist participants invited to an ETF event to obtain their visas in time to travel to
any event destination. This will include providing detailed information and administrative support to
participants who need to obtain their visas.
As for Italy, the ETF has a special agreement with the Italian government which also covers visa
procedures. The contractor will receive guidelines about the standard procedures to be followed for
international events held in Italy.
Where a participant encounters difficulties in obtaining a visa, the contractor will inform the ETF
immediately and take any necessary measure to solve the problem.
WEB SUPPORT
The contractor should provide suitable electronic platforms to manage efficiently and paper free all
aspects of event organisation and the related communication, for example: personalised on-line
registration based on the category of participant, booking of services, documents sharing (agenda,
programmes, logistics information, city maps, etc.).
Workflow and indicative timetable of individual event assignments
The standard lead time for the preparation of events will be approximately 2-3 months, with some
flexibility depending on their size and complexity. It may be that events have to be organised in a
shorter lead time.
The workflow and indicative timetable for the implementation of an event is summarised below.
Pre-Event
1.
Requirements for any given event are communicated to the contractor by the ETF through the
Event Profile (template will be provided to the contractor upon contract signature).
Timing: 2-3 calendar months before event takes place.
2.
Upon receipt of the Event Profile, the contractor organises a phone briefing with the ETF about
the event requirements.
Timing: within 2 working days from receipt of the Event Profile.
3.
The contractor submits the execution plan for the individual assignments. The execution plan
should include: name of the assigned staff (Project Assistant plus operational staff), logistical
proposal and its rationale, budget estimation, any relevant deadline. The contractor will, in
principle, carry out a selection process and suggest suitable venues in which the event may be
hosted suggesting a minimum of three venues/hotels, and ensure the availability of the proposed
conference venue and hotel accommodation by way of early options in the preliminary phase.
OPERATIONAL GUIDELINES | 24
Timing: 1 calendar week for events in Turin, 2 weeks for events outside Turin. Only in exceptional
cases (e.g. major events or critical countries for geopolitical reasons) timing can be prolonged.
4.
Further to the delivery of the execution plan, the contractor provides a detailed check list
containing an overview of all activities related to the implementation of the assignment,
timetable, responsibilities and delivery deadlines.
Timing: within 3 days after delivery of the execution plan.
5.
The ETF may request clarifications and/or amendments to the plan and budget. In this case the
contractor shall submit a revised proposal and/or budget accordingly. At the end of this process,
which may take a variable time, the ETF Event Owner approves the execution plan. Further to
the approval of the execution plan and budget from the contractor, the ETF Event Owner initiates
the financial procedure with the Communication Department (request of commitment).
6.
The Communication Department commits the event budget and sends the order form to the
contractor. The order form is the only legally binding commitment which can initiate the activity.
Timing: 1 calendar week following the request of commitment by the ETF Event Owner.
7.
The contractor sends out the event invitations to participants.
Timing: within 2 days from receiving the relevant documents from the ETF.
8.
Regular reports on participant’s registration and state of play of activities are to be submitted to
the ETF by the contractor, in principle once a week or as otherwise agreed between both parties.
Timing: weekly or as agreed between both parties.
9.
One month before the event, a revision of the event budget is delivered by the contractor.
Timing: 4 weeks before the start date of the event.
10.
During the month before the event, the registration process gradually closes to allow a smooth
management of all registered participants and logistics aspects. Specific deadlines are defined
for each individual assignment according to the different specifications, and the programme of
operations is delivered by the contractor.
Timing: 2-4 weeks before the start date of the event.
11.
One week before the event, a final up-to-date revision of the budget is to be delivered in writing
by the contractor. This revision will register all modifications to the budget from the start and
during the implementation of activities, and is the pre-final balance of the event. Timing: 1 week
before the start date of the event.
Event
12.
Shortly before the event, the contractor starts the preparatory activities at the event location
(venue setup, secretariat, accueil of participants, etc.). The contractor will ensure the full
management of the event on site, both for preparatory and closing operations, including dealing
with suppliers for quick closure of financial report.
Timing: in principle, at least 1 day before the start date and for the duration of the event.
Post-Event
13.
Shortly after the event, the contractor‘s Project Assistant delivers the results of the participants
satisfaction survey and holds a debriefing with the ETF Event Owner.
OPERATIONAL GUIDELINES | 25
Timing: within 3 working days after the end date of the event.
14.
Within one week, the contractor’s Project Manager delivers a technical report which includes the
assessment of the activities and the post-event list of actual participants (see point 11.3, Postevent evaluation - technical report). Upon request from the ETF, the contractor sends out the
Thank you letters and final documents of the event (by e-mail).
Timing: within 1 calendar week after
15.
The contractor submits a complete financial report including the final balance, the overall
logistics list, the invoice with relevant supporting documents, and the event statistical information
(see point 11.4, Post-event financial report).
Timing: within 1 calendar month after the end date of the event.
The workflow described above will be maintained by both parties also through the event management
System (EMS).
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