Investigation Of ICC Sydney Issues And Recommendations For Improvement Assessment Answer

pages Pages: 4word Words: 890

Question :


Topic-  ICC Sydney (convention centre)

TOTAL no. of words - 2500

 Format for the report


1. Inconsistency in customer service

        2. government intervention

        3. any other issue

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Answer :


Reference style: Harvard UTS

Executive Summary

The need for the issues to be fixed is essential for any business organization and service providers to maintain the context of the business and to understand the intentions and inclinations of the consumers. The use of the investigation is the basis on which the recommendations which are made. The use of the recommendations would serve to fortify the issues and elevate the services of the International Convention Center much more consumer-centric. The identified issues are the most prevalent and as expressed by the consumers and found from the expressed opinion of eminent personalities and consumers of the convention centre. The solutions of one of the issues have also been provided along with it to manage the services of the convention centre. 


The International Convention Center Sydney is a world-class venue for various events of national and international importance. It is located in Darling Harbour, Sydney and the events are managed by  AEG Ogden. The significance of an event venue is especially crucial for the cultural and social gatherings of the country and signifies the country's commitment towards it. The ICC Sydney consists of ballrooms, banquets, enclosed exhibition spaces, meeting spaces and many other areas for various kinds of events imaginable. The ICC Sydney is fantastically managed and yet there are issues with it. The main aim of this project is to investigate and find the issues of ICC Sydney and analyse to present viable recommendations for improvement. Although business is flourishing, still the loopholes must be plugged for better operational efficiency. The three main issues of ICC Sydney would be identified in detail to understand the underlying problems for rectification. 

Three Main Issues of ICC Sydney

Although the services of the ICC Sydney is global inexperience and the customer-centric and yet there are areas which can be improved by the management of the venue for the full experience of the delegates to become truly immersive. The issues faced by ICC Sydney are mainly associated with the customer service inconsistency, Government interventions and structural integrity and sustainability. Thus the need for the discussion of the issues faced by the convention centre is necessary to draw out the required problems on the basis of which the recommendations for further improvements can be made. They are: 

Inconsistency in Customer Service

The customers of ICC Sydney convention centre are the global corporate giants and world-class artists of the world. It also includes the exhibition centre and the pop concerts by eminent music personalities which requires the association of the business of the convention centre with the consumers. Yet the ICC Sydney lacks any effective and identifiable customer service for the company. The need for consumer satisfaction and service is of more importance than ever. The inclusion of the consumer opinion in the alignment of the services of the convention centre would induce better consumer satisfaction and indeed make a name for the convention centre. According to Smallbusiness (2019), the need for customer loyalty in any business is to aim for the retention of the customers and foster a better business reputation in the market (Smallbusiness 2019). The elements of the customer service and customer satisfaction induce reliability on the services of the convention centre, the quality of the services, flexibility of the firm in responding to the changes in the industry, aesthetics and empathy for the firm which are all directed towards the wellbeing of the firm and its public image. The need for the better management of the customer services is also necessary through the use of the customer management theories such as the assimilation theory, contrast theory and many more. 

The assimilation theory states that the perception of the quality of the service of a product or service is based on the comparative results of the perceived quality and the experience when using the services or the product (Shodhganga 2019). The post using experience if not matched leads to the dissatisfaction of the consumers and often to the bad reputation of the company. This is very damaging for the convention centre as the most important asset of the company, and the main source of revenue for the centre are the consumers. The motivation behind the expectation when not met is based on the degrading value associated with the convention centre, and the loss of the customer is very bad for business. The use of customer theory is very important for the elaborate convention centre, which includes multiple buildings and services for various kinds of customers. 

The inconsistency in customer service has been expressed by several customers due to the limited thought which has been put to manage and render the services at the least amount of time possible. According to a customer of the ICC Sydney on Tripadvisor, the quality of the service is of extremely low quality (TripAdvisor 2019). The consumer expressed displeasure at the waiting line for the concert she was there to attend. The high waiting time and the queues for the event were due to the limited number of ticket counter present at the venue. This leads to a very limited number of people being served at a time, the enormity of the convention centre and the presence of the number of seats at the convention centre does not fit with the limited number of ticket counters in place which has led to discontentment among the customers. The wait time for the event was also furthered due to the start of the event being delayed by the management of the convention centre. Since the essence of time is of greater importance to people nowadays, the event must have started on time to allow the schedule for the people attending not to be disrupted. The inconsistency of customer service had created an atmosphere of dissatisfaction within the consumer, which is evident from the expressed views of the consumers on the forum. The convention centre needs to manage the consumer satisfaction to entice them into visiting and help the company grow its business in the future based on the loyalty and acceptability of the quality of the services of the convention centre.  

Government Intervention

The International Convention Center Sydney is the property of NSW. The Government of New South Wales Australia has been planning for the inclusion of a world-class convention centre which can be the mantelpiece for the changing landscapes of the country. The necessary requirements to uphold the value for the consumers and the sanctity of the drive is in the building of the International Convention Center at the Darling Harbour which is both the prime example of architectural design and artistic acceptance of the area. The representation of the combination of the convention centre, including the ballroom, exhibition centres and concert halls are all included to provide consumers with the ultimate experience of leisure and quality (Scutt 2019). The Government intervention in the ICC Sydney is criticised thereafter. Albeit the intention of the convention centre is noble and yet the location, the time and the finances spent on the building are criticised heavily by the public. 

The location of the ICC Sydney is at the place where the old and heritage figure of the previous convention centre stood. Many of the people of the country are of the opinion that it was unnecessary for the gOvernment of NSW to construct the building at the site which already had a convention centre which was admired and fully functioning until it was demolished by the Government to make way for the new ICC Sydney. The economic growth of NSW is very good in comparison to the country as a whole, and yet it is not entirely free from problems. The unemployment rate of NSW has reduced 3% below the decade average, and yet the unemployment still persists in the state (Scutt, 2019). This has called for the diversification of the finances in other purposeful allocation such as infrastructure and education for the welfare of the people of the state.

It was also opined that it was not necessary to demolish the old convention centre which was serving its purpose at the time of demolition. The need for the non-functionality and the billion-dollar investment was deemed unnecessary for many residents of the country. The new investments need not be demolished but could have been re-modelled and restructured to fit the new changes and modification of the ICC Sydney. The Government interventions of the NSW was not welcomed by the residents of the country. The necessity of the interventions to continue and contribute to the society and the injections of the billion dollars in the local economy but the loss of important financial resources. The ICC Sydney hosts more than 5000 social events at the convention centre, and the economy of the state is boosted, and yet the inclusion of the convention centre (ICC Sydney, 2019). The employees of the convention centre must be aware of the problems faced by the employees of the convention centre. Government interventions are necessary for the welfare of the employees and protect the interest of the employees of the convention centre. The quality of the food and catering services at the convention centre is also of a very low quality which has been reported by the visitors of the convention centre. The need for the quality upliftment of the services inside the convention centre is necessary as huge money has been invested by the Government of NSW.  

It is in the best interest of the NSW Government to make the necessary policies and interventions which can be used to assess the conditions of the convention centre and the safeguarding of the policies would ensure that the business reforms to sustainable business and develop over the years and continue to operate and return on the investments. 

Building Reuse and Sustainability

The sustainability of the International Convention Center has been questioned by the designers of the previous convention centre. The convention centre which was already present at the site was designed and was fully functional at the time of demolition. The designers of the previous convention centre were of the opinion that the designs and the structures of the previous convention were not optimally used by the new designers. This has led to the loss of perspective sustainability of the design, and the use of the old buildings and structures would have also led to sufficient fewer investment requirements which could have benefited the economy of the region (Park & Tucker 2017). The sustainability of the convention centre is dependent on the reuse, reduce and recycle the resources of the convention centre. The need for the sustainability theory by Professor Waring could have been used for the designers of the convention centre (Umaine 2019). The theory states that the sustainability of the design is dependent on the cooperation of the various resources which could develop a sustainable future. The considerable amount of resources which went to waste due to the demolition could have been used for the construction process. 

The other aspect for the use of sustainable design such as renewable sources could have been used for the mass lighting required for the vast amount of space which needs to be lit. The use of renewable sources has the advantage of reduced power consumption and pollution-free energy sources (Goswami & Kreith 2015). The sustainability of the building can be greatly improved by the use of renewable sources of energy. The reuse of the building resources is also an issue which could have been solved by the reuse of the resources of the old convention centre. Rather the whole building was demolished by the Government of NSW and a new convention centre was built in its place. The design should have also been considerate of the sensitive ecological balance of the harbour, which was overlooked. The positioning of the convention centre uses huge amounts of water every day due to which the inclusion of water recycling could have served the purpose of sustainability. The need for the waste management system at the site also lacks, which is indicative of the complete disregard for the sustainability of the construction. Rather the designers focused on the aesthetics and much more. The importance of sustainability of the design is of paramount importance in the current scenario, and the Government of NSW should have been more sensitive and empathetic of the sustainability of the design and not only the international design. The integrated HVAC system of the convention centre could have also been managed if the use of renewable energy sources was made in conjunction with the conventional means of energy and make the environment pollution free.  

Solution for One Issue

The solution for the issues faced by the International Convention Center Sydney could be made with the use of the following recommendations. They are:

  • Solid Waste Management: The convention centre generates huge amounts of solid waste each day, and the use of the waste management facilities at the convention centre could have reduced the pollution levels of the area. The solid waste disposal system would also have kept the convention centre clean while having other aesthetics and beautification dividends. The recycling of plastics and the proper disposal system also can contribute to the community environment friendliness (Tom, Pawels & Haridas 2016). This would have also aligned with the Government drives to make the city clean and plastic-free, which it being a landmark figure needs to undertake. 
  • Water Treatment facilities: The water treatment plant could be made to make the reduced use of freshwater. Rather the use of the water treatment facilities would also make the convention centre self-dependent for the supply of water (Adapa, Bhullar & de Souza 2016). Since the use of water for various purposes such as flushing of the community toilets and watering of the trees around the convention centre do not need freshwater per se but can use treated water as an alternative source of water for these non-essential activities.  
  • Renewable sources of energy: The use of renewable sources is yet another provision which could have been used in the ICC Sydney. The renewable sources of energy could have saved the centre a considerable amount of finances which are spent on the non-renewable sources of energy (Blakers, Lu & Stocks 2017). The community lighting such as hallways, walkways could have used renewable sources such as solar energy and biogas energy as its primary sources. The use of the biogas energy has a dual advantage- solid waste disposal and pollution-free energy sources which could have made the convention centre more energy efficient.  
  • Reuse of the existing resources: The existing resources such as the infrastructure could have been used by the designers of the convention centre. The use of the existing would have minimized the wastage of valuable resources for building the convention centre (Zuo et al. 2017). The reuse would also have preserved the natural resources of the area, such as the trees and the water sources. 
  • Use of natural resources: The use of natural resources should have been maximized, such as recyclable plastics and building blocks. The lessons of sustainable development and the use of the natural resources could have also been learned from the Marina Towers in the country which has optimally used the air, water and the sunrays to preserve the ecology and the natural resources of the area. 


It can be concluded from the above discussion that the use of the recommendation which has been made in the project could lead to better sustainability of the convention centre. The issues faced by the convention centre is due to the misplaced focus on aesthetics by the designers of the building. The Governmental interventions should have served the purpose of screening and preventive measures, and yet the focus on the sustainability of the convention centre was overlooked. The use of the recommendations made in this project could serve as the purpose of rectifying and making the International Convention Center self-dependent for resources such as energy, power, water and other resources.