There's a groundswell of interest surrounding the National Research Council's new concierge service that suggests it has hit a nerve among small- and medium-sized enterprises (SMEs) seeking financial and other assistance to grow their tech-based businesses. Delivered by the Industrial Research Assistance Program (IRAP), the program in a few short months is racking up more than 1,000 inquiries and over 3,000 web searches per month and was one of the busiest booths at the OCE Discovery conference in Toronto earlier this month.

"We're pleased with the volumes coming in and the quality of the engagements," says Jason Charron, executive director of IRAPs national office. "Tom Jenkins (chair of the expert panel report on the Review of Federal Support to Research and Development) talked about the confusion surrounding services for SMEs, especially around funding. This service helps to provide quicker satisfaction."

With more than 40 partnered programs and linkages to nearly 80 innovation-related federal and provincial programs, the concierge service has been drawing a steady flow of inquiries for public innovation services from SMEs across the industrial spectrum since its launch last November (R$, December 6/14). More than a quarter of those firms are from the information and communications technology sector, followed by 7% from manufacturing and 4% from construction, to name a few.

Of those inquiries, more than 20% of referrals include a referral to IRAP, while 6% referred SMEs to the Scientific Research and Experimental Development (SR&ED) tax credit program, managed by the Canada Revenue Agency.

"It's a diffuse client pool. Firms are usually looking for financing. They want industry-specific programs, access to experts or equipment, or sales and commercialization services," says Charron. "This is a service for all of our partners although IRAP is a big player in this space."

GROWING NETWORK OF CONCIERGE ADVISORS

With a website and call centre available for initial contact, the service has a growing coterie of concierge advisors (CAs) that are distinct from IRAP's much larger pool of industry technology advisors (ITAs). They are located in IRAPs five regional offices.

"The CAs are different from the ITAs in what they do but not necessarily in who they are. They're less technical but they tend to come from industry and have a technical background. They're business-focused," says Charron. "Within the ITA community, there's a suite of services or tool box and a focus on understanding problems, so the concierge service is a nice fit."

IRAP officials figure it will take 18 to 24 months to completely roll out the concierge service and the intention is to keep it flexible to respond effectively to the evolving needs of clients and the innovation ecosystem (R$, December 6/13).

One aspect of the service that has yet to be implemented it's the international dimension. IRAP personnel have been meeting with officials and trade commissioners from the Department of Foreign Affairs, Trade and Development to develop a coordinated response to international inquiries.

The lead organization for SMEs seeking international advice and contacts is the Enterprise Europe Network, managed by Canadian Manufacturers and Exporters.

Charron says as SMEs become more sophisticated in what they're seeking internationally, the kinds of contacts, services and programs they're seeking change.

"They're moving beyond information, databases and guidance to a collaborative market space of ideas and opportunities. SMEs can be made aware of and do warm hand-offs," he says. "We're not sure what (the international component) will look like yet. We want something out there that works so we're seeking partner feedback. It's a constant evolution."

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