Good morning, Madam Chair.
I would like to start by thanking the committee for inviting me to share my thoughts on how Canada could become more competitive.
My name is Ritesh Kotak, and I work with organizations to help them transform their operations digitally. I've studied and worked on this issue globally for the last decade, but my journey started a lot earlier. I grew up in a small business. To be more specific, my crib was in a store. My grandparents and parents had a community grocery store, which over the years has transformed into a food manufacturing company that employs about 20 individuals, imports and exports products, and is continuously trying to innovate.
When the pandemic started, many businesses had to find alternative ways to remain competitive. The natural move was to transfer operations to an e-commerce platform, my parents included. The general consensus was that it is as simple as creating an account, adding your products and you can begin shipping to customers around the world. In theory this is correct. However, in practice it is much more complex.
I would like to take my time to break down three categories of issues that are major barriers to businesses and hinder our competitiveness. I share my thoughts from a strategic and also a practical perspective.
Number one, you are building on something existing and not on something new; number two, unclear guidelines; number three, access to a knowledge base.
The first major barrier is that many initiatives make a detrimental assumption that because they have a website, it will allow businesses to migrate their operations online. However, if you are a traditional bricks and mortar establishment, you have existing systems. Upgrading those systems is complex and expensive. I've seen frustrated business owners maintain two independent systems, which is just not economical. If you want to integrate, it requires additional software and expertise. This can cost thousands of dollars, be time consuming and complex, and many people are simply unaware of this additional investment. This can also be very stressful.
To add to the complexity, we wouldn't normally think of all of the labour challenges from a granular level, such as adding hundreds of products, descriptions, images, to shipping the product to the customer—also known as the last mile. With shipping in particular, business owners may end up covering large costs out of pocket, as major carriers base rates on weight, not volume. I can elaborate further on this point during the Q and A.
It is also extremely difficult for small businesses to compete, as shipping rates are significantly higher for small businesses compared with established big box companies. A package may cost a local business $14 to ship; the same package will cost an established business $4. That's three and a half times higher. This dissuades customers from completing a transaction. We see this through the number of abandoned shopping carts. Shipping companies won't give you a better rate unless you have volume, and you won't have volume if you don't offer competitive rates. Given low margins in certain industries, it makes this an impossible proposition—a catch-22.
To put a hard number to the amount of effort required, I have technical abilities and understand the different factors and complexities. It took me approximately 300 hours to figure this out. I empathize with all of the small business owners who don't have access to these skills and as a last resort have spent up to $30,000 on consultants—money that they didn't even budget for.
The second category of issues is that there are unclear guidelines. I'll use my example of the food industry. Many retailers are unaware that shipping to other countries, especially to the U.S., has its challenges. Since CUSMA increased the de minimis value under section 321 from $200 to $800 for e-commerce, many organizations are unsure how this applies.
From my conversations, I found that different agencies are used to helping businesses with B2B trade, but not B2C trade. I could not find a single resource that aggregated all the necessary information, from registration and labelling requirements, to other considerations such as advertising restrictions and data protection. Businesses are expected to comply, but are unaware. I even found federal agencies who really wanted to help and answer my questions, but were just unsure on how best to address my inquiries. This is a major barrier to our competitiveness.
Finally, more needs to be done to physically help these businesses digitally transform their operations. We cannot simply put money towards the problem, as they require physical expertise and a helping hand.
As mentioned, it took me 300 hours. I have volunteered my time to assist many organizations digitize, because I truly believe that we are all in this together. There need to be more individuals who have built these hybrid businesses assisting other businesses, because personal usage is a precondition to comprehension.
There is plenty more I would like to discuss such as how we can achieve this, barriers to accessibility and other factors that impact our competitiveness.
I thank you for this opportunity and welcome your questions.