Delivery of Service Excellence

Business Structure
The business structure proposed for Bon Accord Baths is a company limited by guarantee managed by trustees within a charitable trust.  The trustees will be made up from some of the current FoBAB members, representatives from key stakeholder groups, (employees, swimming clubs, diving clubs etc.), Aberdeen City Council representation, and community council representation.

In consultation with the frontline staff, (employees), key stakeholder groups and other users of the facilities the trustees will continuously review the strategic direction and the financial viability of the enterprise.  Most trustee meetings will be open to the public and users.  User groups and community stakeholders will be encouraged to attend. 

Relevant performance metrics will be agreed and set.  A reward structure for the frontline staff will be developed and agreed.  The frontline staff will then be challenged to deliver the service offering in accordance with the strategy.  Reward for achieving the metrics and delivering the strategy will be given to the frontline staff.  Users, user groups and other stakeholders will be encouraged to assist in delivering the strategy.

The property will remain in the ownership of Aberdeen City Council and a lease will be given to the FoBAB Company, set at a nominal, (peppercorn), rent.  The company will undertake the full insurance and material upkeep of the building.  In partnership with the trustees council representation Aberdeen City Council will seek to assist and permit the modification of the internal layout of the building to provide additional revenue streams and to facilitate compliance with Health and Safety requirements.

Service Delivery
The frontline staff are the single most important component of the jigsaw puzzle that is good service delivery.  Good service delivery is the key to developing Bon Accord Baths as a community hub.  If people are finding that their needs are being met satisfactorily, greater footfall will be achieved.  If greater footfall with satisfied needs is achieved the financial objectives will be met.  If the financial objectives are achieved it will be possible to reinvest in the business to further develop Bon Accord Baths as a community hub.

FoBAB are confident that the baths have a long term sustainable future and will be able to not only exist alongside the proposed 50m pool, but complement the new facility.  The two facilities will, in the main, serve different markets.  Whilst the new facility will be primarily focussed on elite competitive swimming, Bon-Accord will be focussed on a wider community of users, as identified above.  However, it will give increased access to pool time for the large swimming club community which in turn feed into the elite programmes for swimmers who will use the 50m facility.

FoBAB also believe that the location of the facility complements the growing number of city hotels in the locale and preliminary investigation has shown a demand for the leisure facilities that Bon Accord baths will provide.  This being in partnership with those engaged in providing the new bed space.  It is anticipated that “imaging fees” will be an additional source of revenue from these hotels due to the photogenic quality of the baths.

We will provide a link to our Business Plan soon and let you know of any updates in our dialogue with ACC.

If you wish to contact us please e-mail xxxxxxxxxx As we all have full employment it may take a little while to get back to you.