PERFORAMANCE MEASUREMENT DATA FOR ENTERPRISE INFORMATION PROJECT (EIP) IN THE CONTEXT OF PARTNER ORGANIZATIONS – FOR THE YEAR 2003

By Samanthi Gunawardena

With the support of BIS-Centre staff at Partner Organizations

March 2004

BIS-CENTRE STAFF AT PARTNER ORGANIZATIONS (POs) OF THE ENTERPRISE INFORMATION PROJECT (EIP) Ceylon Chamber of Commerce (CCC)

- Lilakshi De Mel – Assistant Secretary General/ Project Director – EIP - Chiranthi Balapatabendi – Manager – Information - Saminda Jayakody – Management Executive - Damayanthi Senanayake – Information Assistant - Nayana Karunaratne - Information Assistant

Industrial Services Bureau (ISB)

- Sujeewa Rathnakumara – BIS-Centre Manager - Hemantha Galgamuwa – Marketing Manager

Hambantota District Chamber of Commerce (HDCC)

- Sujith Yamasingh - General Information Specialist - Priyantha Wijeyawardena – Data Entry Operator

Chamber of Commerce and Industries Central Province (CCICP)

- Chaminda Premaratne – Information Officer * Matale District Chamber of Commerce and Industries (MDCCI-Matale)

- Thushari Ariyaratne – Information Officer - Deeptha Henanayake – Information Officer

* Chamber of Commerce and Industries Yalpanam (CCIY)

- Ramesh Kandappa – Information Manager * Jaffna Chamber of Commerce (JCC)

- K Kanesharatnam, Administration Officer - S Nathinithevi – Information Officer

* Sabaragumuwa Chamber of Commerce and Industries (SCCI)

- Ajith Ranasinghe – Project Officer - Krishantha Priyadarshana – IT Officer

* Matara District Chamber of Commerce and Industries (MDCCI – Matara)

- Gayathri Wickramasekara –Information Manager

* Indicates the new partner organizations that joined the EIP network in March 2003.

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TABLE OF CONTENTS

Acronyms..................................................................................................................... iv

Introduction - Monitoring and evaluation initiatives in year 2003 ............................... 1

Monitoring and evaluation studies/research undertaken during the year ............... 1 Monitoring and evaluation data for the year 2003.................................................. 2

The Ceylon Chamber of Commerce ............................................................................. 3

Industrial Services Bureau ............................................................................................ 6

Hambantota Chamber of Commerce and Industries..................................................... 9

Chamber of Commerce and Industries Central Province ………………………….. 23

Sabaragamuwa Chamber of Commerce and Industries ............................................. 14

Matara District Chamber of Commerce and Industries ............................................. 17

Matale District Chamber of Commerce and Industries ............................................. 20

Chamber of Commerce and Industries Yalpanam ..................................................... 21

Jaffna Chamber of Commerce and Industries ............................................................ 21

Capacity building, workshops, training and development initiatives ........................ 22

Familiarization programmes for New Partner Organizations at CCC.................. 22 Overall for Information Managers Workshops conducted in year 2003 .............. 23

EIP Network ............................................................................................................... 27 Annexures ................................................................................................................... 28

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ACRONYMS BIS Business Information Services CCC The Ceylon Chamber of Commerce CCICP Chamber of Commerce and Industries Central Province CCIY Chamber of Commerce and Industries Yalpanam DEID District Enterprise Information Desk (at HDCC) EIP Enterprise Information Project FTID Foreign Trade Information Desk (at CCC) HDCC Hambantota District Chamber of Commerce JCC Jaffna Chamber of Commerce ISB Industrial Services Bureau MDCCI – Matale Matale District Chamber of Commerce and Industries MDCCI –Matara Matara District Chamber of Commerce and Industries M&E Monitoring and Evaluation MSMEs Micro Small and Medium Enterprises PMF Performance Measurement Framework POs Partner Organizations SCCI Sabaragamuwa Chamber of Commerce and Industries SWOT Strength Weaknesses Opportunities and Threats

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INTRODUCTION - MONITORING AND EVALUATION INITIATIVES IN YEAR 2003 Monitoring and evaluation studies/research undertaken during the year

• Notes on Enterprise Information Project (EIP) performance measurement and a work plan for documentation and research of performance and impact data by Dr Christoph Reichert and Samanthi Gunawardena (March 2003). This report outlines:

- Past attempts at performance measurement - Some option for future monitoring and evaluation - What information do partner organizations have? - What information does EIP really need, and what is available or can be

researched? - Proposed tasks for the EIP Monitoring and Evaluation (M&E), proposed

documentation and research activities and research and documentation strategies

Outcome: to conduct an in-depth study of data available with EIP Partner Organizations and to assess the impact as a result of EIP.

• Monitoring and Evaluation results of EIP Partner Organisations: The Ceylon

Chamber of Commerce(CCC), Industries Services Bureau(ISB) and Hambantota District Chamber of Commerce(HDCC) by Samanthi Gunawardena and Dr Christoph Reichert (June 2003) This report outlines:

- Snapshot of the contribution of EIP to the delivery of Business Information Services and impact

- Monitoring and evaluation of EIP partner organizations (since 1999) in the context of the Performance Measurement Framework (PMF) model.

- EIP network

Outcome and recommendations for future M&E: Continue with estimates for CCC and ISB and where possible obtain data for HDCC. As for New Partner Organisations of EIP – introduce a system (PMF - outreach/market, Sustainability/Providers profitability and Impact of service use on the customer) taking into account their needs. Develop a simple M&E module for BIS-Centre based on selected PMF indicators

• A Module for Performance Measurement of Business Information Services (BIS)-Centre by Samanthi Gunawardena (November 2003)

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Based on the studies undertaken during the year the following were identified with regard to EIP M&E methodology.

• PMF to be used for M&E of EIP supported Partner Organizations/BIS-Centre • PMF to be customized to each Partner Organizations/BIS-Centre.

Monitoring and evaluation data for the year 2003

• Review of activities at each partner organization according to the PMF structure. The following data is provided for each of the partner organizations.

ORGANISATION OUTREACH/MARKET PROVIDERS

PROFITABILITY/ SUSTAINABILITY

IMPACT OF SERVICE USE ON THE CUSTOMER (case studies)

CCC b b b ISB b Not applicable b HDCC b b b CCICP b Not reviewed Not reviewed SCCI b b b MDCCI – Matara b b b MDCCI – Matale b Not reviewed No case studies due

to low transactions JCC Not available yet Not available yet Not available yet CCIY* b Not available yet Not available yet Notes

- * The demand for Business Services in the Jaffna peninsula with a special focus on Business Information Services (BIS) – Findings of a six weeks’ field research in Jaffna town and its nearby area in (April and May 2003). Report submitted by Tessa Vorbohle

- Outreach/market information varies from organization to organization. It is a combination of estimates and recorded information. The recorded information again varies between paid and unpaid transaction.

- Totals of last year have not been stated as the methods of calculations are different and cannot be compared.

• Review of activities initiated by EIP for development of BIS-centres at partner organizations. For example, capacity building initiatives for new partner organizations and workshops, training/development programmes for all EIP partner organizations.

• EIP Network

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THE CEYLON CHAMEBR OF COMMERCE The following information refers to the Foreign Trade Information Division of the Ceylon Chamber of Commerce. Outreach/market Transactions (estimates) according to mode of delivery Desk Mail Fax Phone E-mail Web Total 2030 10263 3300 11000 12100 22 38715 Note:

1. These are estimated no. of transactions up to November 2003 and has been indicated in the progress report of EIP for 2003.

2. This year’s total does not correspond to what was stated in the progress report of the project last year (131, 938). The total given for 2003 relates to activities of FTID only, whereas last year certain activities of CCC were taken into consideration. Finding of this year’s research indicates that CCC cannot be taken as an information unit in the context of the EIP concept as their core activity is the provision of secretarial services. Furthermore, it will be a tedious task to obtain the entire transactions related to CCC thus it has been excluded. This is the reason for the drop in the number of transaction under CCC from 131,938 (2002) to 38,715 (2003).

3. Out of the desk transactions of 1540, 490 refer to seminars, exhibitions, workshops and one-to-one meetings.

Providers Profitability/Sustainability

Income Rs.Computer reports (printouts, statistics, photocopies etc) 246,343Reference charges 250Valued added publications 926,101Sale of directory of members/Sri Lanka brief 621,563Trade contacts Sri Lanka – Subscription 291,359Business opportunities bulletin and Overseas buyers trade contacts bulletin – Subscription

133,240

Public ledger/commodity weekly 49,750Advertising on the Chamber website 15,000Databases 275,000Creation of website 29,000Library 97,854Seminars 997,755Total income 3,683,215Source: Foreign Trade Information Division Incom Records eNote: Data is from January to December 2003

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Impact of Service use on the Customer

MANUFACTURERS AND EXPORTERS OF COCONUT BASED PRODUCTS Asiri Manufacturers and Exporters were established in the year 2000 and are involved in themanufacturing and exporting of coconut based products. These are cocopeat, coir pots, coir hangingbaskets, coir geotextiles, coconut shell charcoal BBQ, briquettes, horse beddings, fresh coconuts andcoir blankets. “I visit the Chamber of Commerce regularly in order to obtain the Certificate of Origin for theexport of goods. Then I heard about the Information Unit located at the Chamber and the ability toobtain information necessary for the business. At the information division I received details ofoverseas buyers for coconut based products. For example, the buyers details for coconut peat hasbeen very useful as I have been able to establish contact and I am exporting directly to them at themoment. Additionally, I use the Internet and is registered in some sites where one could get information aboutinternational buyers for different products. I visit the Information Desk at the Chamber regularly and purchase information. The informationavailable at the information unit is very useful to businesses such as ours and as a result of theinformation we have been able to expand our business activities.” In terms of further improvement of delivering information services, Mr Perera of Asiri Manufacturersand Exporters added that it would be good if the information division could devise a mechanism sothat the customer could get the information without having to come to the Chamber for the updates.

Source: Information Assistant – CCC February 2004

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Source: Manager - Information – CCC February 2004

INFORMATION ON PRINTING MACHINARY Chintaka is an owner of a printing shop located in the vicinity of the Colombo city. Hewas interested in further developing his business activities and decided to visit the Chamberof Commerce to obtain information. “I decided to invest in a Web Offset Printing Machine – this is mainly used for magazinepage printing with single colour. Purchasing the machinery would increase the printingprocess faster thus contributing in our ability to provide a better service to the customer. I obtained addresses of overseas Chambers from the Ceylon Chamber of Commerce butnone of the Chambers have responded. Unfortunately, the Chamber is unable to follow-upwith the overseas Chambers as I am not a member of the Ceylon Chamber of Commerce.Subsequently, I obtained contact information of suppliers of machinery from the Chineseand Taiwan Trade directories. Furthermore, I requested the Chamber to follow-up andsource for companies that supplier the machinery via the Internet. The variety of information sources available at the Chamber is very useful businesses in SriLanka. I hope that with the assistance of the Chamber Information Unit I will be able todevelop the business activities.”

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INDUSTRIAL SERVICES BUREAU The following information refers to the activities related to BIS. However, in outreach/market transactions relating to ISB have been stated. Outreach/market Transactions (estimates for ISB) according to mode of delivery

Desk Mail Fax Phone E-mail Web Total 1800 1440 576 15120 7200 140 26276

Note: 1. These are estimated no. of transactions up to November 2003 and has been indicated in the

progress report of EIP for 2003. 2. The total corresponds to transaction for ISB. This corresponds to the total stated in last year’s

progress report. Transactions (BIS related) according to mode of delivery

Desk Mail Fax Phone E-mail Web Total 60 5 5 90 120 20 300

Note: 1. This refers to what ISB identify as BIS transactions in relation to the EIP concept. This figure was

not included in last year’s progress report. Rather it was the total transactions for ISB that was accounted for in last year

2. These are estimated no. of transactions up to November 2003. Providers Profitability/Sustainability Not taken into consideration as ISB operation is not in line with the EIP concept. Impact of Service use on the Customer S

ABC ENTERPRISES – INFORMATION ON IMPORTING TYRES FROM CHINA ABC Enterprises started selling imported tyres in Kurunegala about three years ago. Theyobtained their supplies from importers in Colombo. “ Subsequently we were interested in having direct contact with overseas suppliers andapproached ISB for assistance. In this instance ISB obtained information about suppliers from theInternet and provided the information. Furthermore, ISB assisted in establishing contact withsuppliers and as a result presently we are importing a particular brand of tyres directly fromChina. Now we are the sole agent for the particular brand of tyres. In addition, to establishingcontact ISB has provided us with a service package of continues correspondence with the supplierin China on our behalf, price negotiation, proforma invoice taking, opening the LC, shipping,clearance of goods upto the transportation of goods to ABC Enterprises warehouse.” The client indicated that he is very grateful for the information and other services provided throughISB for the expansion of his enterprise activities.

ource: Marketing Manager & BIS-Centre Manager – ISB January 2004

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Source: Marketing Manager & BIS-Centre Manager – ISB January 2004

LANKA MACHINERY PVT LTD Sunil has been operating a lathe machine factory on a small-scale since 1998. In order toexpand activities of his enterprise Sunil approached ISB in 2001 for assistance. Whilstexploring the different options available he decided to participate in the Canton Fair tour inChina organized by ISB. “At the fair I obtained catalogues of most exhibitors and got a good idea about theproducts available to import to Sri Lanka. Subsequently, I approached ISB for assistanceto obtain some machinery in the catalogues. On behalf of me, ISB established contact withsuppliers via e-mail. Today, we Lanka Machinery Pvt Ltd are importing weldingtransformers, water pumps, pumps, grinding machines, air compressor etc from threesuppliers in China. As a result of the information and other services provided by ISB I have been able toexpand business activities. Furthermore, I feel that I am contributing towards theagricultural and industrial development of the region by making available the machinerynecessary for the respective sectors. ”

PRIYANTHA ENTERPRISES Priyantha Enterprises located in Batarramulla, a suburb in Colombo, is a leading glass sheetimporter in Sri Lanka. This was an enterprise that was started by Ajith’s parents. In orderto improve the services offered by Priyantha Enterprise, Ajith decided to visit ISB toexplore opportunities to expand his enterprise activities. “When I visited ISB, they mentioned about a visit there are organizing for entrepreneurs toparticipate in the Canton Fair – so I decided to visit China with ISB. At the fair I was ableto establish contact with suppliers of glass sheets and now we are importing directly fromChina. Thereafter, I approached ISB to obtain information about suppliers for a particulartype of machinery to cut glass into different designs/shapes. ISB obtained the necessaryinformation and then I visited India with ISB and met the suppliers.” As a result of the information and other services provided by ISB, Priyantha Enterpriseshave been able to establish contact with suppliers overseas. Now Ajith is directlycorresponding with the client and negotiating about the machinery to be purchased.

Source: Marketing Manager & BIS-Centre Manager – ISB January 2004

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LAKMINI RICE MILL Saman has been operating a rice mill for the last 10 years in Polonnaruwa (in the NorthCentral Province of Sri Lanka). Having heard about the services offered toindustrialist/enterprises Saman visited the ISB (in the North Western Province of Sri Lanka)to see what kind of assistance he could get to develop his enterprise activities especially, toimprove the quality of rice supplied by his mill. “ What I had in mind was to obtain a colour sorter for the rice mill. So I approached ISBfor assistance initially to locate a suitable color sorter. They suggested that the best optionwas to import the machine from India. Thereafter, ISB assisted with identifying a suitablesupplier in India, corresponding, price negotiating, proforma invoice taking, opening theLC etc. ISB is also helping with the clearance, transport of machinery imported,maintenance etc. If the machinery is operating well, it will be promoted to other mills.”

Saman indicates that if not for the assistance given by ISB not only the information aboutthe colour sorter machine but also the additional services he would not have been able toobtain the necessary machinery. He believes that the colour sorter will enable him toimprove the quality of the rice supplied by Lakmini Rice Mill. This will contributeimmensely towards the in increase sales in the future.

Source: Marketing Manager & BIS-Centre Manager – ISB January 2004

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HAMBANTOTA CHAMBER OF COMMERCE AND INDUSTRIES Outreach/market Transactions according to mode of delivery Desk Mail Fax Phone E-mail Web Total 2756 2806 1 20 154 - 5737 Source: Monthly Information Transactions – MIS System Note:

1. The transactions are for year 2003. However, the total of 5560 indicated in the progress report of EIP for 2003 refer to transaction up to November 2003.

2. Nearly 90% of the transactions refer to the circulation of the Dolosdahas rata newspaper. Providers Profitability/Sustainability Income at District Enterprise Information Desk (DEID) Internal Rs. Photocopy 97,500.00 Leased line rent 144,000.00 External Monthly Publication – Dolosdahas Rata Subscription/sales 1560.00 Advertisements 9030.00 Space provision – HICZMP 162142.00 Space provision – FCDRMP 8500.00

Value added information products About Hambantota Smoked Fish (Sinhala and English) 100.00 Maldive Fish - Ornamental Fish 215.00 HDCC Membership - Ruhunu Constructors and Future Development Plans - Guide to setting up a business in Sri Lanka - Statistical Guide - CRRC Book 650.00 Business Directory Advertising 8000.00 Selling of Business Information/e-mail and internet browsing and other

7513.00

Total Income 439,210.00 Source: Monthly Receipts at DEID

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Income/Expenses according to Accounts Division Income Revenue from services Dolosdahasrata Newspaper Income 11,079.00 Provision of information (Internet/e-mail, computer typesetting) 25,147.50 Sale of publications 100.00 Miscellaneous income Dolosdahas rata newspaper sponsorship 195,268.60 Lease line rental income 144,000.00 Total Income 375,595.10 Expenses Activity expenses Activity 2.4(2) Update Information (include internet lease line bills) 522,240.16 Activity 9.6.3 Dolosdahas 255,407.00 Administration Expenses Building maintenance 1,550.00 Computer repairs - Computer printers repairs 10,550.00 Payroll expenses Allowances for staff 54,000.00 Salaries to staff 542,000.00 EPF 12% 65,040.00 ETF 8% 16,260.50 Overtime payment and traveling 34,486.50 Total expenses 1,501,534.16 Net income/expenses (1,125,939.06) Source: HDCC accounts division Note: Figures in the statement are based on present direct cost, exclusive of electricity, telephone, water

and other administration costs

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Impact of Service use on the Customer

ASSISTANCE TO START A BUSINESS IN SUPPLYING OF FRUITS AND CURD FOR WHOLESELLERS AND SUPER MARKETS Sunil is a retired government worker and has a retail business. Now he is interested inestablishing a business to supply fruits and curd to wholesalers and supermarkets. Anorganization he was targeting was the Cargills Ceylon Ltd – Matara Branch. He approachedthe Information Desk at the Hambantota District Chamber of Commerce to obtain the contactdetails for Cargills Ceylon Ltd. “ The information desk undertook the task to contact Cargills Ceylon Ltd Matara Branch andscheduled an appointment for me to visit them and obtain the necessary information.Subsequently, the Information desk scheduled appointments to meet the Manager of CargillsCeylon Ltd – Matara Branch as well as the Agricultural Manager at Cargills Head Office inColombo. I was provided with information on product quality, suppliers price,transportation and distribution details and other information with regard to the supply offruits and curd to Cargills Ceylon Ltd”. As a result of the information gathered through the discussion with Cargills Ceylon Ltd Sunilwas able identify what aspects he has to consider to strengthen and develop his businessactivities in order to provide fruits and curd to Cargills Ceylon Ltd. Sunil has not yet startedthe business but is doing the necessary preliminary work to get the business activities started.The client was charged Rs. 100/- by the information desk for the provision of information.

Source: General Information Specialist – HDCC December 2003

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Source: General Information Specialist – HDCC December 2003

ASSISTANCE TO START AN ENTERPRISE BASED ON FRUITS ANDVEGETABLES Anoma is a graduate from the University of Ruhuna with a degree in Agriculture. She ispresently employed as a School Teacher in her hometown. “ I wanted to start a business based on fruits and vegetables and approached theInformation Desk at the Hambantota District Chamber of Commerce to obtaininformation on financial assistance, fruit dehydration technology and advice on startingthe enterprise. At the information desk they provided information about the differentfinancial institutions providing assistance for such initiatives. Furthermore, informationwas provided about food processing training institutions in Hambantota and nearbyareas. I visited the Information desk again and obtained the contact details of the foodprocessing training institutions and paid for the information. With the information of the different bank loans schemes my sister and I were able todecide and apply for the most feasible loan. Subsequently, I obtained training on foodprocessing. At present we are engaged in pineapple cultivation and processing. The information provided through the Information Desk was useful and enabled us tomake decisions regarding the activities of starting the enterprise and I am grateful to thestaff for the assistance rendered. I will approach the information desk again forinformation requirements in the near future”.

Source: General Information Specialist – HDCC December 2003 In addition, to the above information about activities at the HDCC, the BIS-Centre was further reviewed (please refer annexure 1).

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CHAMBER OF COMMERCE AND INDUSTRIES CENTRAL PROVINCE The following information refers to the BIS-Centre at the Chamber of Commerce and Industries Central Province. Outreach/market Transactions (estimates) according to mode of delivery Desk Mail Fax Phone E-mail Web Total 140 30 12 30 20 00 232 Note: These are estimated no. of transactions up to November 2003 and has been indicated in the

progress report of EIP for 2003. Providers Profitability/Sustainability and Impact of Service Use on the Customer The BIS-Centre activities at CCICCP were not reviewed for year 2003. The activities of the Chamber were discontinued at the beginning of the year. However, activities resumed during the year. They are still in the process of planning and implementing the activities of the BIS-Centre (please refer annexure 2).

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SABARAGAMUWA CHAMBER OF COMMERCE AND INDUSTRIES The following information refers to the BIS-Centre at the Sabaragamuwa Chamber of Commerce and Industries. Outreach/market Transactions according to mode of delivery Desk Mail Fax Phone E-mail Web Total 315 5972 131 231 116 - 6765 Source: Monthly Information Transactions sheet Note: The total 6765 is from June 2003 to December 2003. However, the number of transactions stated in the EIP progress report for 2003 is from June 2003 to November 2003 amounting to 6425. Providers Profitability/Sustainability Income/expense at the Information Desk Income June/December 2003 Sales Publications – Newsletter 15,000 Other funds - Secretarial Services - Expenses Direct Expenses Traveling (2,100) SCCI Newsletter (20,500) Book for Library (15,000) Overheads Man-day cost (122,236) Telephone (6,000) Transport (30,500) Photocopy (18,350) Stamps (21,350) Secretarial Services (3,300) Net income/expenses (204,336) Source: Monthly income statement maintained at Information Desk

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Impact of Service use on the Customer Source: Project Officer and IT Officer - SCCI December 2003

SLIC HANDCARFT COLLECTION Shanthi started making bags and other items using Jute at her home on a small scale in theyear 2000. Since then she has been using Business Development Services to develop herenterprise. She had participated in an entrepreneurship training programme and has beenreceiving business counseling. Subsequently, she had learnt about the Business InformationServices (BIS) available at the Chamber Information Desk during a field visit of the BIS-Centre Officers to her town. “I visited the Information Desk in August 2003 to obtain information on special low interestloan schemes and new business contacts. With the information received I have been able toincrease sales over the last few months. At the moment products are sold to selected shops inRatnapura and Colombo. As the price of products is high it is necessary to identify and selectniche markets. I visit the Chamber occasionally to obtain information as they have beenreliable and useful to develop the enterprise activities.” Shanthi believes that the valuable information services available at the Chamber could bepromoted among micro, small and medium enterprises (MSMEs) through newsletters andawareness programmes.

KIRAMAGE PRODUCTS Anoma has an enterprise on processing and packaging of cashewnuts and peanuts. She hadheard about the services offered through the Chamber from the Divisional Secretariat Officein her area. Anoma had approached the Chamber two months ago to obtain information todevelop her enterprise. With regard to enterprise development, information was provided onentrepreneurship training, packaging training, special low interest loan schemes and newbusiness contacts. “ I have participated in training programmes and also established business contacts as aresult of the information collected from the Chamber. With the information obtained I havebeen able to increase marketing networks and sales. I will visit the Chamber in future forinformation requirements and is willing to pay for information relevant to the business.”

Source: Project Officer and IT Officer - SCCI December 2003

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PLANT NURSERY AND HIRING PLANTS Nandadasa established a plant nursery and started hiring plants to enterprises/organizations/eventsin the area as a self-employment activity in year 2000. “Six months ago, I approached SCCI for information and obtained a list of private organizations(including banks) in the District and about special low interest loan schemes. With the list andcontact details of the organizations I individually visited enterprises /organizations and establishedbusiness contact. Recently, I also purchased a vehicle and hire plants for events and organizationsin the area including all the banks. I visit the SCCI- information desk regularly as they have newinformation – a list of new businesses in the District is obtained each time. As a result of theinformation obtained I have been able to expand business activities. So far I have not paid for theinformation but is willing to pay for information that is relevant to the business activities.” In addition, to the information services Nandadasa has attended CEFE and other trainingprogrammes offered through SCCI. He is not a member of the SCCI though. According to Nandadasa if information is available in printed documents, CD’s and Floppy Disks itwill be very beneficial to MSME’s.

Source: Project Officer and IT Officer – SCCI December 2003

SILVER JEWELLERY, GEM CUTTING AND POLISHING ENTERPRISE Kumari is a member of the Chamber and had got to known about the Chamber through anothermember. She had first approached the Information Desk in May of this year to obtain informationon special low interest loan schemes, marketing information and list of hotels and guesthouses inthe district. “ One of my main markets in the area is the hotels and guesthouses to which I sell Jewellery andGems. With the contact details obtained from the Chamber, I visited all the hotels and guesthouseand established contact to sell the products. The new business contacts have been extremelybeneficial to expand enterprise activities. As a member of the Chamber I also receive many otherservices offered to the members of the Chamber.”

Source: Project Officer and IT Officer - SCCI December 2003

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MATARA DISTRICT CHAMER OF COMMERCE AND INUSTRIES The following information refers to the BIS-Centre at the Matara Chamber of Commerce and Industries. Outreach/market Transactions (estimates) according to mode of delivery Desk Mail Fax Phone E-mail Web Total 26 8 2 10 7 2 55 Note: These are estimated no. of transactions up to November 2003 and has been indicated in the

progress report of EIP for 2003. Transactions (paid) according to mode of delivery Desk Mail Fax Phone E-mail Web Total 29 - - - - - 29 Source: Daily Customer Log 2003 Providers Profitability/Sustainability Income Rs.Information Sales 2,370Publications Membership List 1,900Total Income 4,270Source: Daily Customer Log Impact of Service use on the Customer

STEEL FURNITURE MANUFACTURING Ten years ago Siriwardena established a steel furniture-manufacturing factory in the Kekanadura(in Matara) Industrial Park. The factory is a medium-scale enterprise providing employment tonearly 100 people in the area. “I am a member of the Matara Chamber and when I attended a presentation at the Chamber Iheard about the information center. Then I approached the Information Manager and askedwhether they could assist me to obtain some information. With regard to the factory, one of my focus areas is the continuous improvement of quality of thesteel furniture produced. So I asked the information center to provide me information onmachinery specifications for a flexible P U Foam Automatic Horizontal Cutting Machine. Theyprovided information of suppliers in India and I have started corresponding directly withsuppliers. Furthermore, I am working with the DFCC bank with regard to the finance for thepurchase of machinery ”

Source: Information Manager – MDCCI-Matara January 2004

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S S

FROM CULTIVATION TO EXPORTING OF CINNAMON Ruwan has been cultivating Cinnamon in the land inherited from his parents. They have beenoperating on a small-scale where they sold unprocessed Cinnamon to Cinnamon dealers. “I wanted to expand the business activities and become a Cinnamon dealer for eg: exportingCinnamon and Cinnamon Bark Oil directly to overseas market. I work in an office locatedopposite the Chamber premises and decided to visit the Chamber to identify the servicesoffered for enterprise development. They suggested that I approached the Information Centreto obtain the list of exporters of Cinnamon and Cinnamon Bark Oil. The information is beingused for the market study I am conducting to assess the possibilities that exists to expand thebusiness activities.” Ruwan considers that the market study and having proper information about the existingmarket conditions are important to the successful expansion of his enterprise. He believesthat through the expansion of activities he will be able to increase income and provideemployment opportunities for people in the area.

ource: Information Manager – MDCCI-Matara January 2004

ASSISTANCE TO SET UP A WAX COATED MATCH MANUFACTURING FACTORY Jayawickrama stores is a retail shop located along the Hakmana-Matara road. They havebeen in operation for nearly 10 years and their main activity is the agency for Anchproducts. “Being in the retail industry I (Ratnapala) was interested in diversifying to the industrialsector. A friend of mine who has an agency in Matara for wax-coated matches, mentionedabout the potential that exists for the establishment of a match manufacturing factory in theegion. r

I am a member of the Matara Chamber and contacted the Manager of the Chamber for someinformation requirements. He suggested that I approach the information desk – there I wasgiven necessary information on machinery, floor plan, security system and other informationto set up a wax coated match-manufacturing factory. The information received from theChamber has been useful for us to make decisions pertaining to the establishment of thefactory. At the moment we are negotiating with the bank for the necessary funding and hasapplied for approval from the environmental authority. We believe that the establishment ofthe factory will contribute to the generation of employment opportunities in the area andmuch eager for the success of our factory".

or

ource: Information Manager – MDCCI-Matara January 2004

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Source: Information Manager – MDCCI-Matara January 2004

PERERA ELECTRICALS Perera Electricals was started by Sarath’s parents. They have been selling lamps and other electricalgoods where most of the products were purchased from dealers in Colombo. Subsequently, Sarathdecided to explore opportunities to import directly from overseas suppliers. “I contacted my brother in Kurunegala and asked him whether he could obtain information aboutoverseas suppliers for lamps and other electrical goods. He is a regular visitor to the ISB and he saidhe would obtain the information from there. When he approached ISB they had mentioned about theinformation center at the Matara Chamber and that I should visit them. As a result I visited theMatara District Chamber of Commerce and Industries for assistance to import energy saving lamps. At the BIS-Centre information was provided of potential suppliers in China. With the contact detailsobtained, I established contact with suppliers. At present I am corresponding with a supplier in Chinaand negotiations are still going on.” Sarath appreciated the services provided by the MDCCI especially, information related to foreignsuppliers. If not he would have had to visit organizations in Colombo in order to obtain theinformation. He believes that the availability of such information in Matara is valuable to thedevelopment of enterprises in the region.

Source: Information Manager – MDCCI-Matara January 2004

COMMERCIAL LAUNDRY SERVICE Ahamed took over the operations of the family business some years ago. They have a retail sales outletfor hardware and paints. In order to diversify their business activities, a few years ago they established aWheels Lanka Pvt Ltd branch – sales center for used motor vehicles. Ahamed is a committee member ofthe Matara Chamber and was aware of the services offered including the Information Centre. “In exploring further opportunities to diversify business activities, I realized the niche market that existsfor a commercial laundry services in the Province. In this regard, I approached the Matara Chamberfor information. Contact details of manufacturers in India for commercial type laundry machines,specification and prices of machines were provided by them. Furthermore, the Chamber initiated arrangement for me to visit some commercial laundry servicecentres in Colombo and Biyagama. In this regard, the Matara Chamber contacted the Ceylon Chamberof Commerce for the necessary information. The visit to the Laundry services centres in Colombo and Biyagama provided me with good insight toplan and establish such a center in Matara. It was a valuable experience. I think the availability ofinformation to explore opportunities to start an enterprise and the linkage between the Matara Chamberand the Ceylon Chamber of Commerce is extremely beneficial to the establishment and growth ofenterprise in the region.”

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MATALE DISTRICT CHAMBER OF COMMERCE AND INDUSTRIES The following information refers to the BIS-Centre at the Matale District Chamber of Commerce and Industries. Outreach/Market Transactions (estimates) according to mode of delivery

Desk Mail Fax Phone E-mail Web Total 12 5 6 20 5 8 56

Note: These are estimated no. of transactions up to November 2003 and has been indicated in the progress report of EIP for 2003.

Transactions (recorded) according to mode of delivery

Desk Mail Fax Phone E-mail Web Total 2 1 - - - - 3

Source: Daily Customer Log

Providers Profitability/Sustainability and Impact of Service Use on the Customer These were not reviewed, as the transactions were low.

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CHAMBER OF COMMERCE AND INDUSTRIES YALPANAM The following information refers to the BIS-Centre at the Chamber of Commerce and Industries Yalpanam. Outreach/market Transaction (estimates) according to mode of delivery Desk Mail Fax Phone E-mail Web Total 800 - 150 120 300 - 1370 Note: These are estimated no. of transactions up to November 2003 and has been indicated in the

progress report of EIP for 2003. Providers Profitability/Sustainability and Impact of Service Use on the Customer These aspects were not reviewed as they are still in the initial stages of operating the BIS-Centre. JAFFNA CHAMBER OF COMMERCE AND INDUSTRIES Outreach/Market, Providers Profitability/Sustainability and Impact of Service use on the Customer was not reviewed, as there have been no business information transactions at the BIS-Centre. According to JCC, “after the war and signing of the MOU, this project (EIP) started in March 2003, therefore we expect that this project will function smoothly only in 2004.”

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CAPACITY BUILDING, WORKSHOPS, TRAINING & DEVELOPMENT INITIATIVES In year 2003 the following initiative were undertaken for EIP Partner Organizations:

- Familiarization programmes for New Partner Organizations - Overall for Information Managers Workshops conducted in year 2003 and

Graphics and Layout Design Training Programme held in 2004 26th April 2003 – “Information Manager Meeting/Workshop” 5th June 2003 – “www.bip.lk Hands-on Workshop”. Participants

Evaluations available. (File: Information Managers Workshop) 10th July 2003 - “Information Manager Meeting/Training”

Group comments and suggestion (for each partner organizations) on performing BIS available (File: Information Managers Workshop) 27th and 28th August 2003 - Participants Evaluations and

summary available (File: Information Managers Workshop) 2nd and 3rd October 2003 - Participants Evaluations and summary

available (File: Information Managers Workshop) Graphics and Layout Design Training Programme – 8 day

programme held in January 2004. Participants Evaluations and summary available (File: Information Managers Workshop)

Familiarization programmes for New Partner Organizations at CCC The new partner organizations participated in a familiarization programme of the Ceylon Chamber of Commerce operations and activities. The need for such a programme was based on discussions with BIS staff of partner organizations and through a SWOT1 analysis conducted for the BIS-Centres of partner organization. The participants indicated that the visit to the CCC was extremely useful to address some of the issues in their BIS-Centres. A similar exposure programme will be organized in year 2004 for the new partner organizations to visit ISB. The comments received by the partner organizations about the visit to CCC is as follows: “We were able to develop our personal competencies on matters relating to public relations and customer care. It has also given us a better understanding of Chamber operations such as maintaining filing system, produce value added information, pricing information, and systematically storing information and many more valuable activities.”

SCCI – Letter dated 20th October 2003

1 SWOT – Strength, weaknesses, opportunities and threats

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“We built up valuable information linkages and we are in a position to provide any information to those who need our services. We are in the process of entering the relevant data of entrepreneurs in all the 16 D.S Divisions of Matara District to www.bip.lk website. We will be able to generate an income after completion.”

MDCCI-Matara – Letter dated 26th November 2003 “The familiarization programme was useful in the context of exchange and sharing of information between us. The programes on ‘Orientation’ and ‘How to plan and organize a Need Survey’ were really beneficial and fruitful for our future activities.”

MDCCI-Matale – Letter dated 25th November 2003 The familiarization programme at CCC for JCC/CCIY was not conducted in year 2003 and will be scheduled in 2004. Overall for Information Managers Workshops conducted in year 2003 The contribution and impact of Information Managers Workshops were assessed through a questionnaire completed for each of the Partner Organization. (Annexure 3) What is the contribution of these sessions toward your organization in delivery of business information?

• Gained confidence from these workshops/sessions/training for example, to build-up and organize the information unit and enrich with all types of information. Also, how to find out the correct information according to customer needs

• The possibility of collecting well organized data to be used in www.bip.lk • The possibility of using a software package, which has lots of features and easy

methods to design the Chamber newsletter. MDCCI- Matara

After the workshops/training we were able to improve on the following: • Marketing of information products for example, now we include a cover page

with the Chamber logo for information products provided to customers • Handling the customer • Focus on identifying customers interests and needs • Information requested is delivered within 24 hours • Established good relationships with the public

CCICP

BIS-data collection, networking with data sources, data entry and data cleaning • Established a new network among the institutions in the Sabaragamuwa Province

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• As a result of the network we found opportunities in the market to sell our products such as Human Resource Development Programmes, Newsletter Sponsorship etc

• Collection of reliable updated database • Introduced new filing system to the office • Start to use high-tech information recording system • Introduced a new data collection system • Introduced a new information delivery system BIP-hands on session www.bip.lk • Learned how to enter data into the BIP system • System error correction • Offline data entry system Marketing –customer care, identifying your customer and markets • Staff members are aware of how to deal with the customers and identify the

customer needs and fulfill their needs and wants for their entire satisfaction. • Staff members are aware of the importance of telephone manners Information products – e.g: Regional Newsletter/Bulletins (workshop sessions and eight (8) day training programme • Re-arrange the format of the newsletter • Learned how to identify the news angle of information • Publish news items selectively • Develop the presentation, writing, printing style of the newsletter in a

professional way Public relations and Media • Customer satisfaction • Customer identification • Customer handling • Maximum usage of the media to promote activities of the institution (trade fairs,

training programmes etc) • Build up good relationship within the regional chamber BIS staff

SCCI

• To enhance the quality of the news bulletin gained knowledge in DTP • Improved PR qualities and customer care • Maintaining data quality • Maintaining proper records • Developing marketing plan for BIS-Centre for eg: was able to identify some

relevant information products to develop and distribute among the target group • Learned to enter data to www.bip.lk and use it as an information source

HDCC

• The programmes helped ISB to improve its technical know-how • Helped to improve to serve clients in a much customer-oriented manner • Improved the outlook of ISB newsletter • Learned how to understand customer need and satisfy them with prompt delivery

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• Sessions on Quark Express and Photoshop were very useful to enhance the knowledge to improve the quality of newsletter

ISB

• We are satisfied with the training programmes given to our information officer and now we have collected BIS data from our traders and entries are made in such a way to identify our customers.

JCC The contribution is in many ways:

• How to create a data source • Maintaining and upgrading the data sources • Clearing and mining of data sources • Seeking proper mode in delivering information • Considerable change in the delivery of business information services • Creating newsletters and publishing • Developing public relations with media and other sources

CCIY What is the resulting impact in the delivery of information services?

• Turing out to be a more income generating unit • Obtain information easily through local/foreign information links • Improved methods of collecting data (entrepreneur, Statistics etc) • Handling day to day customers in a professional way • Strengthen the connections between MDCCI-Matara, CCC and ISB and other

partner regional chambers. • Developed public relations with members and customers • Obtaining reader’s direct attention by designing the newsletter in a correct and

new outlook • Gained experience to identify customers well • The improvement obtained using the experience gained - there is a tendency for

more customers visiting the chamber for information. MDCCI- Matara

• Speedy data access method eg: internet, e-mail, new filing system and data

storage system • Increase in variety of information available eg: training programme, company

name list, exporter name list, local/foreign information • Increase in different data sources eg: government, private sector and regional

Chambers • SCCI-BIS-Centre is popular among the business community

SCCI

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• www.bip.lk - maintaining quality data – entered 145 quality records to the BIP • Customer care and marketing – maintaining proper records system and joint

awareness programme with SIYB • Marketing and PR – Conducted two-awareness programme for school students,

teachers and the general public/ prepared leaflets for CRRC (Sinhala/English)/ drafted business plan but not implement yet

• Quality improvement of newspaper – layout of the paper, content of the paper, such as business news, data analyzing reports

HDCC

• ISB’s main information delivery system is ‘ISB News Bulletin’. With the support of EIP, ISB managed to improve the quality, content etc of the news bulletin during the last few months. The resulting impact is the response received on news bulletin and its articles have been increased sharply.

ISB

• We have commenced our activities only after the signing of memorandum of peace and our traders are now having their business only by way of buying and selling things from Colombo. Most of the dealings are now with Colombo wholesale dealers/traders. Therefore, they do not call at our Chamber to collect any information. When they start importing of goods etc, we hope they will call at our Chamber to collect information.

JCC

• As Jaffna is a war prone zone delivering information is not easy. Collecting also concerns lot of risk. Disseminating information for charges is very slow. Since Jaffna is a small city, information can be obtained anywhere easily.

Moreover, confirmation of collected information takes a lot of time. In other words people are not intended to buy information. So far information is requested by NGOs and other foreign investors. But any how the Chamber (CCIY) is benefited by EIP programme in relation to gathering and disseminating information.

CCIY MDCCI – Matale was not taken into account as the staff members who participated in the sessions in 2003 discontinued their services at MDCCI – Matale towards the end of December 2003. CCC was not taken into account as they participated in the session as resource personnel due to their extensive experience in information services and also to share their experiences. Furthermore, CCC is the national partner of the EIP and their information unit personnel has received training from the inception of the project.

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EIP NETWORK In addition, to the contribution of EIP to strengthen and develop BIS-Centres in the delivery of business information a unique aspect has been the establishment of a network among the partner organizations. This has created strong linkages among the BIS-Centres within the EIP network mostly in the context of information exchange. “In 1st July 2002, the Matara District Chamber of Commerce & Industry (Matara DCCI) was established including the Information Unit (IU) under Capacity & Competence Building Program of the FCCISL and Southern Sweden Chamber of Commerce & Industry, Sweden. Until December 2002 we were able to setup the IU up to a certain extent through our vision. After we joined the Enterprise Information Project (EIP) as a regional partner, we were able to build up the IU in a well-organized manner and enrich same with all kinds of information and found ways and means of collecting information according to customer needs. Our efforts were directed to the background where our IU is able to obtain best results from the information so obtained and invite entrepreneurs and all the other relevant persons. Also, we are able to develop local and foreign information linkages. One of the partner organizations of EIP, Industrial Services Bureau (ISB) assists us to develop foreign linkages. We were able to deliver more information on various machinery and it should be mentioned that such institutions are very rare in Matara District. ISB assisst us in various ways with regard to our information services. Also, they were prepared at any time to share their vast experience and knowledge with us without any reluctance. The cooperation that exists within the EIP partner organizations is due to the experience that we exchange when we meet each other at Workshops/ Training Sessions and Seminars. After every session, we come back to our offices with these new experiences. While at work, we build up our IU with new ideas we have gathered so far.”

MDCCI- Matara

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ANNEXURES

- Status Report of the BIS-Centre at the Hambantota District Chamber of Commerce (HDCC)

- Status Report of the BIS-Centre at the Central Province Chamber of Commerce and Industries (CCICP)

- Questionnaire: Contribution towards EIP Network Partner Organizations and Impact in delivery of information services as a result of Information Managers Workshops/ Sessions/ Training held in year 2003

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ANNEXURE 1

Discussion Summary of Meetings held at the Hambantota District Chamber of Commerce (HDCC)

As of 15 October 2003 Prepared by Roshanjith Siriniwasa based on the information collected at the meeting held on 13th and 14th October 2003 at HDCC, Hambantota

1. Meeting with Director General/Senior Management of HDCC from 2:00 pm – 3:30

pm Strategic Direction of BIS-Center in Hambantota Maintain HDCC’s Internet presence Promote use of information among the entrepreneur community Regional database development Further improve and promote Dolosdahasrata Commence publishing a quarterly News bulletin informing HDCC activities Plan for self-sustaining revenue models Perform business need analysis on continuing basis

Barriers for implementation and operation of BIS Lack of skills in web development Lack of knowledge in product development and marketing

Expectations from EIP EIP to train staff to perform BIS operations Advice on revising the BIS-Center business plan that is already submitted Advice on re-organizing the BIS-Center

Staff plans Permanent staff at BIS-Center will be Sudhammika, Priyantha, Sujith and Batcha.

Premil will be overlooking many other divisions including the BIS-Center.

Financial models for BIS In principle the HDCC has decided to charge for it services BIS-Center is planned to earn profits through delivery of BIS

Leased Line EIP advised not to perform any commercial activities using the leased line outside

the HDCC premises. The leased line could be used for any commercial activities of HDCC within.

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2. Meeting with BIS-Center and related Staff from 4:00 p.m. – 6:30 p.m. Skill assessment (soft skills and technical skills) Name Soft Skills Specialized/Technical

skills (or interested in a particular area)

Mr. Fazlim Batcha 2 yrs experience IT Dip, Motor Mechanism Dip. Java, MS Access NEED: Networking and system

administrations

Co-ordination Event organizing Marketing Sales and business

promotion Office Administration Public Relations

Networking

Mr. Priyantha Wijeyawardana 4 yrs experience No formal qualifications but gained

good on the job skills MS Access, Visual Basic, Basic

Networking NEED: Design, DTP and web

publishing

Training Customer handling Business promotion Marketing

DTP Designing graphics

Mr. Sujith Yamasinghe 7yrs experience B Sc. NEED: Language skills, Image

editing, Information Management

Management Organizing Planning Public Relations Writing (Singhala) Business Communication Lecturing/Training/Tutorin

g Production Management Research Design Ideas Conceptualizations Product Development

Sociology GIS

Ms. Suddhamika Wickramanayake 6 yrs experience No formal qualifications but on the

job training NEED: Database management,

language skills

Co-ordination Organizing Project management Business promotion Awareness creation Customer handling Interviewing – for job Office administration Secretarial

Database Management

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Assessment of staff expectations

In general, the staff has a tremendous level of self-determination and motivation to work and develop the BIS in Hambantota.

Main constraint for business operation and implementation is the rigid organizational hierarchy and the high level of bureaucracy that prevail at present.

All staff unanimously expects to work in a free, dynamic organizational setup where more responsibility coupled with authority is granted to each member to perform various business activities. They are confident of brining in results both in terms of financials and otherwise.

Brief Action Plan for BIS operations

Each staff member to propose a few short-term projects to implement within

teams 3. Meeting with BIS-Center and related Staff: Resource consolidation session

From 8:30 a.m. – 10:30 a.m.

Work carried out since 1999 was briefed and several important documents have been provided to the staff for their perusal

4. Brief Meeting with Director General: update on meetings

FROM 10:45 A.M. – 11:00 A.M.

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ANNEXURE 2 Status Report of the BIS-Center at the

Central Province Chamber of Commerce and Industries (CCICP) As of 15 October 2003

Prepared by Roshanjith Siriniwasa based on the information collected at the meeting held on 10 October 2003 at CCICP, Kandy Participants Mr. Priyanga Peiris, Director, CCICP Mr. Kelum Jaysena, Director, CCICP Mr. Chaminda Premaratne, Information Officer, CCICP Mr. Roshanjith Siriniwasa, Senior Information Adviser, EIP Overall Status: The BIS-Center at CCICP is not yet geared to commence business operations. Findings:

- The senior management is not aware of BIS-Center operations - The senior management does not properly understand the roe of EIP as project - No activities have been identified to perform in the BIS-Center - A partial list of membership has been provided for EIP for the regional

membership directory - No operating budgets provided to the BIS-Center - Planning to launch the BIS-Center at the Entrepreneur of the year ceremony on

15th November 2003 - Staff is overloaded with many other functions other than BIS related activities - No firm management involvement in BIS - Staff lacks in decision-making authority - BMS will not be considered as a product line during short term business

operations Pending:

- A brief plan detailing the launch of BIS-Center and its future activities Recommendations:

- A session to Inform EIP and BIS objectives to the senior management - Request a business plan for the BIS-Center - Decide on EIP intervention and support based on the business plan - In parallel to above, CCICP to commence operating as a BIP selling point in

Kandy

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ANNEXURE 3 Questionnaire Contribution towards EIP Network Partner Organizations and Impact in delivery

information services As a result of Information Managers Workshops/Sessions/Training held in year 2003

Sessions held in year 2003 (include eight (8) day training programme in January 2004)

• BIS – Data collection, networking with data sources, data entry and data cleaning

• BIP – Hands-on session www.bip.lk • Marketing – customer care, identifying your customers and markets • Information Products – eg: Regional Newsletters/Bulletins (workshop sessions

and eight (8) day training programme) • Public Relations and Media

Write briefly quoting examples with regard to the following in relation to Business Information Service (BIS) activities of your organization:

1. What is the contribution of these sessions towards your organizations in delivery of business information?

……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ………………………………………………………………………………………………

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2. What is the resulting impact in delivery information services? ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ………………………………………………………………………………………………

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