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‘A very important theme throughout Parliament was that they provided free access to everyone and everything and finally, or perhaps inevitably, the decision was made to offer their tours free of charge and in-house. There was little we could do as our guides would not work free of charge and we could not run the administration of these tours free of charge. Sadly we were advised in October 2008 that the Tender would end in September 2009. It is to the credit of all our Parliament guides that they provided excellent and unbiased tours to the very end.
‘The contract did a huge amount to put the STGA on the map. It also thankfully put us on a much sounder footing financially. Prior to this we had absolutely no financial reserves.
In 2003 with the World Federation of Tourist Guide Associations’ International Conference we hosted in Dunkeld, we managed to make a small profit and for the first time registered a small reserve in our Company Accounts. Then a year later with the commencement of the Parliament Contract we increased our reserves considerably each year for five years to put us on the very sound financial footing we still enjoy today. This has hopefully taught us what can be done if we really all work together for the common good of STGA.’
Des Brogan who was a director of Mercat Tours at that time said: ‘I was very aware of the individual strengths of both companies but thought that a combined bid from the two organisations was more likely to be successful than a sole submission. Nevertheless for any such collaboration to provide a new product to a new and important market also meant that there would be considerable difficulties to overcome. While Mercat Tours concentrated exclusively on the Edinburgh tourist and the international schools market, the STGA provided a wider range of services across the whole country, nevertheless, both organisations had previously been in competition with each other. How would a partnership of these two work out in practice?
‘Approaches were made to the Board of the STGA and after due consideration a joint bid was tendered and the contract was won. I suggest that three factors led to a positive outcome,” said Des.
‘Firstly, it was appreciated by both managements that here was a wonderful opportunity and a great privilege. For the first time since 1707 the governance of Scotland was returning to Edinburgh and we were to have a key position in bringing knowledge of this to the people of Scotland and the world. As the older and larger institution the STGA was awarded the overall management of the contract while Mercat served as a principal contributor. Both organisations were proud and honoured to collaborate in the delivery of this unique service to Scotland. Both organisations were also acutely aware of the responsibilities they carried in providing a quality product.
‘Secondly, though starting from different places, both organisations were renowned for their professionalism. All STGA guides were highly trained after an intensive two-year programme and probationary period. All Mercat Guides were required to hold a University Degree in History after which they too followed a rigorous training course. Both maintained that continuous professional development was key to successful guiding. Within weeks of the awarding of the contract, Mercat and STGA guides embarked on a demanding training programme for guiding in the Parliament. In due course, friendships were formed and mutual respect followed. Within months, Mercat guides were presenting themselves for STGA Site Affiliate status and STGA guides were training for Mercat Tours programmes. A symbiotic relationship was developing. This positive approach very much helped the smooth operation of the Parliament tours and led to very complimentary reports from the visitors.
‘Thirdly, the honest and frank relationships formed between the leaders of the STGA contract and the management of Mercat Tours was a key factor in the success of the collaboration. At times thorny issues were discussed and difficult decisions were made but there was always a respect for each other’s position and viewpoint. The individual strengths of the organisations were capitalised on. STGA assumed responsibility for training, assessing and timetabling while Mercat assisted with assessment, conducted Quality Assurance and helped with logistics. Knowing our own strengths, complementing each other, facing up to challenges and ensuring effective and regular communication resulted in
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