Servicing tourists with specific needs: towards sinergies between public and private tourism sectors Annagrazia Laura Consorzio Sociale COIN
Any tourist activity aiming to cater for the market segment of tourists with specific needs has to measure its own skills and capability to design, manage and sell a tourist product which combines quality and economic sustainability.
Essential pre-conditions: eliminate architectural barriers eliminate cultural barriers provide reliable and up-to-date information focus on the customers profile and needs
Any area with a high tourist potential and willing to attract tourists with specific needs must develop a medium/long term strategy for the integrated promotion of the territory.
MEDIUM/LONG TERM STRATEGY Through : Coordination Public-Private sectors Coordination of production elements Meeting the Demand professionally Provision of logistic-information services
Public Bodies have strongly sustained local, regional and national Contact Centers as a bridge towards a quality approach to travel experiences for tourists with specific needs
First TOOLS TO IMPROVE THE PRODUCTS AND THE PERSONAL RELATIONS QUALITY TOWARDS CUSTOMERS AND FINAL USERS
Roma per Tutti Service Center for tourism, information and mobility of people with disabilities in Rome financed by: operated by:
The Service is active since 1996. Employs 17 people of whom 14 are people with disabilities Has processed more that 50.000 requests for information and advice ( 20% in English)
offers: an information contact center a Web Site with a DB of more than 3500 tourist facilities free guided tours local animation awareness raising in schools
becomes the Laboratory of diversities in the territory Animation and awareness raising in the schools of Rome on the isssues of : diversity disability architectural and cultural barriers labour, social and cultural inclusion
Students are involved through: approach to diversity test of tourist itineraries identification of tools to create spaces for all ideas and proposals for a real social integration
Our customers : tourists with specific needs tourist information offices leisure time associations tourist operators and service providers students...future active members of society!
First Presidio del Lazio Regional Service Center for autonomy and different abilities Informarsi è un diritto per tutti!
Superabile Integrated contact center for disability issues The Call center Toll free number 800.810.810 - is organized as a center to listen, orientate, inform and consult and provide information on disability issues The Portal is organized in 10 thematic areas, 20 regional sites and a mobile version Superabile MOBILE
Superabile Integrated contact center for disability issues More than 200.000 enquiries since 2001 on : Job insertion and re-insertion legislation tourism and leisure time schooling and training architectural barriers social care and assistance More than 7.500 daily contacts on the Portal
First Web site:
Thematic sections: Travels and leisure time First
Regional sections
Superabile Integrated contact center for disability issues Our Customers End users Public bodies and contact centers (Linea Amica) Tourist services providers Professionals in consultancy on disabilities issues
First TOOLS TO IMPROVE THE PRODUCTS AND THE PERSONAL RELATIONS QUALITY TOWARDS CUSTOMERS AND FINAL USERS TOWARDS TOURIST OPERATORS AND SERVICE PROVIDERS
Italia per tutti Launched to promote and spread accessible tourism concept through various initiatives: Handbook on how to welcome tourist with disabilities Database with more than 5000 facilities inspected...
First www.presidiolazio.it
Web site: www.presidiolazio.it Section Accessible itineraries : information and description in Italian and English
Web site: www.presidiolazio.it Section Tourism for All : online free training modules for Tourist Operators
First MAINSTREAM PERSPECTIVE In cooperation with CONFINDUSTRIA Frosinone actions of : Awareness raising Training Mapping of areas with high tourism potential Design of tourist itineraries Promotion towards members entrepreneurs in tourism
First MAINSTREAM PERSPECTIVE The Tour operators involved are now committed to develop tourist packages to be marketed in next year international tourism fairs!
An European opportunity Competitiveness for European Tourism for All (CETA) managed by Supported by the European Commission, DG Enterprise and Industry, Tourism Unit.
An European opportunity aims to help small and medium-sized tourism enterprises in Europe become more sustainable and competitive, by making their offers and services accessible for all tourists.
An European opportunity A direct link from final users representatives and experts to help Tour Operators, Accommodation facilities, Service providers, tourist SMEs take the first steps towards making their business accessible.
First CONCLUSIONS
Present situation THE MAJORITY OF TOURISM DEMAND on: ASSOCIATIONS OF PEOPLE WITH DISABILITIES PRIVATE SOCIAL SERVICES VOLUNTARY ASSOCIATIONS PUBLIC SERVICES SOCIAL TOURISM sproportion DEMAND-OFFER NEEDS-RESOURCES
...through A qualified inclusive OFFER Increased welcoming SKILLS
Future perspective TOURISM DEMAND MET BY: TOURISM ENTERPRENEURS PROFESSIONALS EXPERTS QUALITY PRODUCT INCREASED CLIENTS FIDELITY POSITIVE ECONOMIC RESULTS
thank you for your attention!