Centre for eTourism Research School of Management - IFITT
Centre for eTourism Research School of Management - IFITT
Centre for eTourism Research School of Management - IFITT
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<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
Destination <strong>Management</strong> Systems<br />
Utilisation in England<br />
Catherine Collins &<br />
Dimitrios Buhalis<br />
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong> (CeTR)<br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong>, University <strong>of</strong> Surrey<br />
ENTER 2003 <strong>Research</strong> Track<br />
© C.Collins & D.Buhalis
<strong>Research</strong> Objectives<br />
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
• To provide a snapshot <strong>of</strong> DMSs implementation in<br />
England<br />
• Identify the type <strong>of</strong> business model most<br />
commonly implemented<br />
• Illustrate the development options available <strong>for</strong><br />
DMOs and the main suppliers <strong>for</strong> DMSs<br />
• Examine the distribution and booking mechanisms<br />
used by DMSs<br />
• Identify the main funding bodies <strong>for</strong> DMSs<br />
development<br />
ENTER 2003 <strong>Research</strong> Track<br />
© C.Collins & D.Buhalis
<strong>Research</strong> Methodology<br />
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
• Focus Group<br />
University <strong>of</strong> Surrey, 24th April 2002<br />
• Qualitative Questionnaire<br />
– <strong>eTourism</strong> Futures Workshop,<br />
University <strong>of</strong> Surrey, 24th April 2002<br />
• Quantitative Questionnaire<br />
– Collaboration with English Tourism<br />
Council (ETC)<br />
– Targeted: 250 DMOs Response Rate: 73<br />
ENTER 2003 <strong>Research</strong> Track<br />
© C.Collins & D.Buhalis
Destination DMSs:<br />
Where are we now<br />
• 52% have Implemented DMSs<br />
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
• 4% will implement a DMS in 2-3 Years<br />
• 7% will implement DMS when funded<br />
• 10% do not know if they will implement a DMS<br />
• 3% will implement DMS when all systems<br />
become interoperable (EnglandNet Project)<br />
ENTER 2003 <strong>Research</strong> Track<br />
© C.Collins & D.Buhalis
Geographical<br />
Distribution <strong>of</strong> DMSs<br />
16<br />
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
No. <strong>of</strong> DMS<br />
14<br />
12<br />
10<br />
8<br />
6<br />
4<br />
2<br />
0<br />
No DMS<br />
Yes DMS<br />
SWT SEETB STB HETB EETB YTB NTB LTB NWTB CTB<br />
Regional Tourist Boards<br />
ENTER 2003 <strong>Research</strong> Track<br />
© C.Collins & D.Buhalis
Non-Transactional<br />
Vs<br />
Transactional DMS<br />
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
little demand from local<br />
industry<br />
high cost implication<br />
technology not yet proven<br />
Factor- Info only -no<br />
demand frm consumer<br />
not a priority at present<br />
technology available<br />
funding available<br />
transaction-high<br />
consumer demand<br />
demand from local<br />
industry<br />
Non Transactional DMS<br />
N Minimum Maximum Mean Std. Deviation<br />
15 2 5 3.73 .884<br />
15 2 5 3.67 .976<br />
15 1 4 3.07 1.033<br />
15 1 4 3.07 .884<br />
1 1 1 1.00 .<br />
Transactional DMSs<br />
N Minimum Maximum Mean Std. Deviation<br />
25 3 5 4.32 .627<br />
25 2 5 3.96 .889<br />
25 3 5 3.88 .726<br />
25 2 5 3.64 .907<br />
ENTER 2003 <strong>Research</strong> Track<br />
© C.Collins & D.Buhalis
Development Options<br />
Purchase, Build or Outsource<br />
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
Region Purchased Built Outsource Nontransactional<br />
DMS<br />
ENTER 2003 <strong>Research</strong> Track<br />
Transactional<br />
DMS<br />
South <strong>of</strong> England 13 1 6 8<br />
South East England 6 1 3 4<br />
England’s North Country 5 1 3 2<br />
Heart <strong>of</strong> England 4 1 1 4<br />
South West England 4 1 2 3<br />
London 1 1<br />
Total 33 2 3 15 23<br />
© C.Collins & D.Buhalis
Who Supplies<br />
Non- Transactional &<br />
Transactional DMSs<br />
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
%<br />
80<br />
70<br />
60<br />
50<br />
40<br />
30<br />
20<br />
10<br />
0<br />
Belmont<br />
Solutions<br />
CTV Integra New<br />
Media<br />
DMS Suppliers<br />
Touch<br />
Vision<br />
Velvet<br />
S<strong>of</strong>tware<br />
ENTER 2003 <strong>Research</strong> Track<br />
Don’t<br />
Know<br />
Transactional DMS<br />
Non-transactional DMS<br />
© C.Collins & D.Buhalis
Distribution & Booking<br />
Mechanisms<br />
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
• Counter Bookings 67%<br />
• Telephone Bookings 58%<br />
• Email Reservation Forms 46%<br />
• Fax Reservation 12%<br />
• Real time Online Bookings 10%<br />
ENTER 2003 <strong>Research</strong> Track<br />
© C.Collins & D.Buhalis
How DMSs are funded<br />
14<br />
Non-Transactional DMS<br />
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
No. DMSs<br />
12<br />
10<br />
8<br />
6<br />
4<br />
2<br />
0<br />
EU<br />
Funding<br />
DMO<br />
Budget<br />
Local<br />
Auth ICT<br />
Budget<br />
Public<br />
Funding<br />
ENTER 2003 <strong>Research</strong> Track<br />
Public &<br />
Private<br />
Funding<br />
Transactional DMS<br />
RDA ERDF Private<br />
Funding<br />
© C.Collins & D.Buhalis
Conclusion<br />
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
• DMOs realise the importance <strong>of</strong> DMSs<br />
• 61% <strong>of</strong> DMOs have transactional DMS<br />
• 10% have real-time online booking capability<br />
• 39% in evolutionary stages <strong>of</strong> DMS development<br />
• Strategic direction <strong>of</strong> DMOs is moving towards one<br />
<strong>of</strong> a commercial entity<br />
• Majority <strong>of</strong> DMOs prefer to purchase DMS<br />
• DMOs are not outsourcing DMSs<br />
• Few are proceeding to build DMSs<br />
– Barriers: Funding<br />
In-house Technological Expertise<br />
ENTER 2003 <strong>Research</strong> Track<br />
© C.Collins & D.Buhalis
Challenges <strong>for</strong> DMOs<br />
• Acquire funding <strong>for</strong> DMSs implementation<br />
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
• Working in partnership with all stakeholders<br />
• Training employees to use DMSs<br />
• Provision <strong>of</strong> real-time online bookings<br />
• Using Alternative Distribution Channels<br />
(ADCs) <strong>for</strong> onward distribution<br />
• Customer Relationship Marketing (CRM)<br />
ENTER 2003 <strong>Research</strong> Track<br />
© C.Collins & D.Buhalis
<strong>Centre</strong> <strong>for</strong> <strong>eTourism</strong> <strong>Research</strong><br />
<strong>School</strong> <strong>of</strong> <strong>Management</strong><br />
Thank you!<br />
ENTER 2003 <strong>Research</strong> Track<br />
© C.Collins & D.Buhalis
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