coffeeat Auckland Zoo

presence forExclusive brand

Auckland Zoo has a rich and varied history. Established in 1922, the Zoo is now owned and operated by Regional Facilities Auckland (RFA), an Auckland Council organisation. RFA also operates the ANZ Viaduct Events Centre, Aotea Centre, Auckland Town Hall, Bruce Mason Centre, The Civic, Mt Smart Stadium, QBE (North Harbour) Stadium, Western Springs Stadium and the Auckland Art Gallery.

Home to New Zealands largest collection of animals with 117 different species and more than 700 animals, Auckland Zoo is the largest zoo within New Zealand. We are currently recognised as one of the most progressive zoos in the world and are delighted to have won national and international environmental-related awards. The Zoo attracts around 700,000 visits each year and has recently received Qualmark accreditation and was recognised with Enviro Gold status.

By partnering with Auckland Zoo you are helping us work towards a future where people value wildlife and species are safe from extinction.

Auckland ZooAuckland ZooAbout

ZoolargestThe

in New Zealand

700,000The Zoo attracts around

visits each year

A future where people value wildlife, and species are safe from extinction

our vision

our missionTo bring people together to build a future for wildlife

organisation

Developing a high performance

Caring forwildlife

Inspiring our community tovalue wildlife

for wildlife

Galvanisingaction

we do this by

ourplanstrategic

About Auckland Zoo

700,000Auckland Zoo welcomed approximately

visitors in the last yearWere aiming for 750,000 in 2016, to a peak of 900,000 before 2025

70%Aucklanders make up

of our visitation20% are international visitors and 10% from other parts of New Zealand

25,000We have approximately

Friends of the Zoomembers representing around 24% of total visitation.

AudienceProfile

The zoo has a strong support network within local media as well as partnership agreements with the Herald, The Radio Network and i-Site Media, and increasing reach through direct marketing campaigns.

60,000There were more than

participants in the Zoos Discovery and Learning programmesfor educational groups in 2014

and140280

Auckland Zoo has around

delivering

full time equivalent (FTE)employees

volunteers

42,000volunteer hours each year

and in excess of

63,000 likes on Facebook11,600Twitter followers

We also have a dedicated social media community with over

Audience Profile

Average and peak daily visitation

vsits

per

day

0

1,000

2,000

3,000

4,000

5,000

6,000

Janu

ary

Dec

embe

r

Nov

embe

r

June

Oct

ober

May

Sept

embe

r

April

Augu

st

Mar

ch

July

Febr

uary

Audience ProfileTypical monthly visitation

35,000

45,000

55,000

65,000

75,000

85,000

95,000

Janu

ary

Dec

embe

r

Nov

embe

r

June

Oct

ober

May

Sept

embe

r

April

Augu

st

Mar

ch

July

Febr

uary

vsits

per

day

average daily visitation

peak daily visitation

Auckland Zoo is open 364 days a year, closed only on Christmas Day. Historically the 2nd of January is the busiest day for the Zoo, reporting visitor numbers consistently over 5,000 on this day.

January sees the highest footfall throughout the year with 12% of annual visitation, followed by October and December with 10% each. August and September are the quietest months with 6% of total visitation each month.

Visitation trends

At Auckland Zoo, we recognise that a positive customer experience is to key to achieving our strategic intents of inspiring people to value wildlife, building understanding and galvanising action.

Our Service StrategyUnderpinning principles

Along with animal welfare, the customer is at the heart of everything we do we aim to understand what our customers value, need and expect, and design our products and processes to deliver on these

Every customer is unique we will treat each customer as an individual and aim to personalise the service offered to them

Auckland Zoo is Aucklands zoo we want to encourage a sense of ownership and belonging with the Auckland community

We have high standards for ourselves - our service should not only meet, but exceed our customers expectations

We have a clear purpose we know why were here, and we stand by our products and services

Auckland ZooVisitor Experience

How we work

We Care Were Ready We DeliverWere welcoming, friendly and treat others

with respect and courtesyWere knowledgeable, keep up-to-date and

demonstrate best practice wherever possible Were authentic and act with integrity

We are focussed and attentive, and give attention to detail Were well-trained, skilled and confident in our roles We deliver a consistent and reliable service experience

We are inspired and passionate about our work, were enthusiastic and have pride in Auckland Zoo Were well-presented and have the equipment we need

We hold ourselves and each other accountable to the commitments we make

We value feedback, we embrace learning and continuous improvement

Were proactive, solutions-focussed and demonstrate initiative in meeting customer needs

We are genuine, transparent and effective in our communication with others

We value diversity, we demonstrate empathy, were considerate and see things from others points of view

Were empowered to be flexible and responsive to the needs of individual customers

We deliver in a way that makes the best use of our time, and our customers time

Were proactive about safety, accessibility and maintaining our facilities

We apply our resources to products and services that our customers appreciate

Were professional and strive to deliver to the best of our abilities

Auckland Zoo has built a reputation as a conservation-focused organisation through the implementation of an increasing number of conservation-focused initiatives. The establishment of Auckland Zoos Conservation Fund in 2000 gave even more weight to these initiatives, enabling the Zoo to become increasingly involved in conservation work both in New Zealand and around the world.

In 2011, Auckland Zoos Strategic Plan defined the Zoos mission as being to bring people together to build a future for wildlife. This sharpened the Zoos conservation focus, with the wider community now a targeted part of the Zoos mission and a central part of its conservation work.

With this mission in mind, Auckland Zoo worked across its departments to develop a series of Key Conservation Messages. These messages were developed to align with the Zoos animal collection to enable visitors to connect with animals and, therefore, be more engaged with the conservation message, and be galvanised to take action for wildlife.

andGalvanising actioninspiring

our community

Underlying PrinciplesWe believe these three principles to be at the core of all conservation issues:

Human population growthGrowing human populations are increasing the demand for space and resources, bringing animals and people into closer contact and reducing and fragmenting animal habitat

Human disconnect from naturePeople are becoming increasingly urban-based which reduces the availability of, and opportunity for, experiences and engagement with the wild

Interdependence of all living thingsThere are intrinsic links between all living things (human, animal, plant) - as much as we rely on animals and plants for our basic necessities, they are now coming to rely on us for survival

Galvanising action and inspiring our community

Key Conservation MessagesDestructionThe homes where animals and plants live are disappearing and being destroyed by human activities

InvasionHumans have accidentally and deliberately introduced many animal and plant species into areas where they previously havent been. These species have devastating effects on natural environments and can remove or replace species that have historically inhabited the area

ConflictAs the human population of our planet grows, we need more food, water and space, and increasingly compete with wildlife for these resources

ExploitationHumans are taking animals and plants from the wild faster than they can replace themselves

DisconnectWhen we experience and connect with nature, then we will want to help protect it. The present trend towards urbanisation of society is reducing the opportunity for engagement with the wild

We have identified these five aspects as the most pressing issues for wildlife globally and locally

Note - the headings given to these messages are for internal use only, they are not intended to be part of our visitor messaging

Galvanising action and inspiring our community

Key Conservation ActionsWere solutions focussed we believe that people are key to solving the issues for wildlife. We galvanise action by raising awareness (whats the story), sharing what Auckland Zoo is doing to help, and highlighting what you can do to help wildlife.

Make informed purchasing decisions that are good for animals and the environment

Example: buy palm oil-free

Make everyday lifestyle choices that have low environmental impacts

Example: purchase products in bulk using reusable containers

Join in with (or start your own) projects that focus on environmental change

Example: join Sustainable Coastlines on a beach cleanup this summer

In your backyard or further afield, take actions that help wildlife to survive and thrive

Example: plant natives in your garden to provide habitat for native birds and reptiles

image: Sustainable Coastlines image: Sustainable Coastlines

Choose wisely

Live sustainably

Get involved

Protect whats precious

These actions are intended to be simple, concise and targeted actions that everyone can take to help build a future for wildlife.

Galvanising action and inspiring our community

opportunityTheWe consider catering to be integral to the overall Zoo experience; this includes coffee, a staple in Aucklands caf culture.

Our visitors should know that they can expect to purchase a recognised and trusted brand that will consistently deliver a quality product each time they come to the Zoo, and become a reason to visit in itself.

The four outlets in the Zoo are an extension of our own operations; as such they reflect Auckland Zoos animal welfare and sustainability initiatives. These include choosing palm oil-free, ethical sourcing (such as cruelty free, fair trade, buying local and sustainably harvested) and minimising waste.

With over 700,000 visitors annually, it is important to not only reduce environmental impacts where possible but to inspire our community to contribute to the solution.

Our catering team are passionate about delivering an enhanced customer experience and are keen to develop their skills with your guidance. Working with our catering services partner you will train our baristas, situated in each outlet, to deliver the perfect cup of coffee every time.

Potential partnership

visitors per year

Exclusivebrand presence for

700,000

in public programmeprofileOptions for

events

through each of outletsOn-sitebranding through social media

Brandalliance

opportunitiesMobile retail

productZoo-brandedcollaborationfurther

Opportunity for

in environmental initiatives

benefits

in our entry plazasignaturecaf

Possibility to explore a

About youThe right partner will understand that every aspect of the visitors experience is an opportunity to connect and this will be reflected in their products and messaging.

To help us identify potential candidates we will be evaluating against the following criteria;

Product quality and affordability

Visitor experience and aligned values

Sales support and creative solutions to further increase sales

Supply terms and processes

Financial and in-kind benefits to Auckland Zoo

Please submit your proposal by answering the questions outlined in the accompanying RFP document.

Questions? If you have any questions or to arrange a site visit, please contact Jo Gray at Joanna.gray@rfal.co.nz or on 027 807 2268