Activity Details

  • EU Desk provides training on Marketing and Customer Service Excellence to BPM-D officers

    Components: Component 3 - Investment Promotion
    Start date:2015-11-02
    End date:November 11, 2015
    Location: Yogyakarta , Semarang
    Java, Indonesia

Activity Description

Written by Nurmala Martin, TCF Senior Expert at the EU Desk at the BKPM

Following the opening of the BKPM One Stop Service, or Pelayanan Terpadu Satu Pintu (PTSP), in January 2015 by President Joko Widodo, BKPM (Indonesia’s Investment Coordinating Board) has been rolling out the implementation of the PTSP system regionally. The roll out is expected to be completed in 2016, which means the regional investment promotion agencies or Badan Penanaman Modal Daerah (BPM-D) and their seconded liaison officers have to be ready by then to deal with investment enquiries directed to them.

As part of the introduction of PTSP into the regions, the EU Desk delivered and completed a two-day training exercise on investment promotion entitled Marketing and Customer Service Excellence to BPM-D officers from across the 34 provinces in Indonesia. In order to accommodate the large number of attendees, the participants were divided into two groups: the first group was trained in Yogyakarta from 2 to 4 November 2015, and the second group in Semarang from 9 to 11 November 2015.  The training programme was developed in consultation with the BKPM’s Director of Regional Promotion Facility, Ibu Aloysia Endang Wahyuningsih, who, together with her team, also opened and participated at the sessions in Yogyakarta and Semarang.

The events were well attended and benefited from the active participation of a wide range of BPM-D officers, some of whom are still new in their roles, including the heads of PTSP, heads of promotion, staff from international co-operation and development units, as well as the front desk officers.

As part of the training, the EU Desk provided best practice examples of marketing and customer service excellence from around the world, including explanations of how the EU Desk itself had handled inward investment enquiries. The sessions also provided an opportunity for the BPM-D officers to have their existing regional promotional materials audited.

Feedback about the event was highly positive from both BKPM and BPM-D officers, who highlighted the relevance and applicability of the training materials and exercises for their day-to-day job in promoting investment opportunities, and especially in handling investors’ enquiries. The regional officials participated fully and enthusiastically in the investor enquiry-handling simulation exercises, dealing with the situations they were asked to handle competently and thoroughly, despite some limitations in English language skills. All the participants were pleased that a visual record of the workshops had been captured in the form of two group photo sessions, the results of which can be seen in our photograph library – just click here and here.

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