TRANSPORTATION AND INFRASTRUCTURE COMMITTEE 18 JUNE 2014

WESTERN ISLES FERRY SERVICES

Report by Director of Technical Services

PURPOSE OF REPORT To provide the Comhairle with an update on matters associated with the delivery of ferry services to the Western Isles.

COMPETENCE

1.1 There are no legal, financial, equalities or other constraints to the recommendations being implemented.

SUMMARY

2.1 Following the inaugural meeting of the Outer Hebrides Ferries Task Group, a number of actions are being pursued by the Comhairle and other members of the Group. The main areas of action and lobbying relate to:

 The specification, procurement and commissioning of an improved on-line booking system  The provision of increased capacity on Stornoway/Ullapool, Tarbert/Lochmaddy/Uig and /Castlebay/ routes  The clarification of the proposed timetabling and allocation of vessels on the Stornoway/Ullapool route following the introduction of MV  The reconsideration of the scheduling of the Lochboisdale/ pilot service  The submission of a formal representation to and secure meeting(s) with Scottish Ministers and Transport Scotland to consider and address positive outcomes with the above areas.

2.2 An update on progress against each of these actions is included as Appendix 1 to the Report.

2.3 As can be seen from the update provided as Appendix 1 to the Report, a considerable amount of activity is being progressed. Significantly, following the correspondence included as Appendices 5 and 6 to the Report, the Comhairle has been successful in securing a meeting with Keith Brown MSP, Minister for Transport and Veterans, in Edinburgh on Thursday 12 June 2014. The outcomes of this will be reported to the meeting.

2.4 In addition, further meetings of the Outer Hebrides Ferries Task Group, facilitated by the Comhairle, and the Hebrides Ferries Users Group, facilitated by HITRANS, are scheduled for Thursday 26 June 2014.

2.5 The update included as Appendix 1 to the Report is the situation at the time of the writing of the Report. Any further progress and developments will be the subject of a verbal update at the meeting.

RECOMMENDATIONS

3.1 It is recommended that the Comhairle note the Report.

Contact Officers: Iain Mackinnon, Director of Technical Services; Tel 01851 822656 and ext 211466 Background Papers: None Appendices: 1 OHFTG – Draft Action Plan Progress Update (March 2014) 2 Response from CalMac re On-line Booking System; Cathy Craig, Commercial Director, CalMac; 9 May 2014 3 Letter to Brian Fulton, CalMac Operations Director; 9 May 2014 4 Letter to Brian Fulton, CalMac Operations Director; 23 May 2014 5 Letter to Keith Brown MSP, Minster for Transport and Veterans; 17 April 2014 6 Letter from Keith Brown MSP, Minster for Transport and Veterans; 19 May 2014

Item Key Task / Action Resp Progress Update

01 Schedule inaugural meeting of Task Group CnES COMPLETE

02 Finalise terms of reference and membership of OHFTG COMPLETE Task Group

03 Finalise publication of Ferry Availability Review HITRAN COMPLETE – Copy of Report available at: Report and summarise findings S OHTIA http://www.hitrans.org.uk/Documents/Ferry_Online_Booking_Availability_Review_- _Summer_2013.pdf

04 Undertake economic impact study across HIE OHTIA confirmed that they are willing to take the matter forward in consultation with tourism and other sectors; quantitative and OHTIA HIE and others. Scope and programme for research being developed. qualitative impacts of capacity shortfall and potential opportunities arising from improvements

05 IMPROVEMENT AREAS

05a Improved on-line booking system CalMac Representations made to CalMac at Hebrides Ferry Users Group 11 March 2014; improved on-line booking system to be procured by CalMac; timescale for introduction to be advised.

Additional advisory note now included on on-line booking system advising customers to contact Contact Centre in event of capacity fully booked.

Response from CalMac, dated 9 May 2014, attached as Appendix 2 to the Report Additional collaboration with hauliers and other CV operators and consultation with OHTIA over next few months in seeking to reduce negative impact; situation to be reviewed in July.

OHTIA representative visited CalMac Offices, Gourock. Representative reported “much improved level of cooperation between the organisations and they are engaging with us on a number of issues”.

Update from CalMac confirms that they are in contract negotiations to procure replacement ticketing and reservations system with suppliers in response to Invitation to Tender (ITT). New system deployment planned for 2015.

Appendix 1 OUTER HEBRIDES FERRIES TASK GROUP KEY TASKS AND ACTION PLAN – Progress Update at 22 May 2014

Item Key Task / Action Resp Progress Update

05b Increased capacity on Stornoway/Ullapool, TS Representation made to CalMac at Hebrides Ferry Users Group 11 March 2014. Tarbert/Uig/Lochmaddy and CalMac Suggested to CalMac that proposed capacity should be augmented by retention of MV Lochboisdale/Oban/Castlebay routes Clipper Ranger (or at least MV ) as dedicated freight vessel over summer months.

Clarification re projected increased capacity arising from introduction of Loch Seaforth provided by CalMac Operations Director at telephone conference call 31 March 2014..

Concerns still exist about resultant capacity and value for money aspects of significant investment by Scottish Government; matters being progressed with Transport Scotland and CalMac.

CalMac confirmed that MV Clipper Ranger to go off-lease at end of October 2014; no set date for retention of MV Isle of Lewis but to be kept on standby “for as long as necessary after the introduction of Loch Seaforth”.

Further representation made to CalMac re potential for releasing Lord of the Isles to enable additional sailings on Oban Lochboisdale route; dated 9 May 2014. Copy of email to CalMac of 9 May 2014 attached as Appendix 3 to the Report.

05c Obtain clarity on proposed timetabling and CalMac Representation made at Hebrides Ferry Users Group 11 March 2014; CalMac allocation of vessels on Stornoway Ullapool confirmed that MV Loch Seaforth to be introduced on Monday 8 September 2014 and route following introduction of MV Loch Seaforth to follow existing “Winter Timetable”. Consultations re scheduling of summer 2015 services to be undertaken and likely to be concluded by winter 2014.

05d Seek reconsideration of scheduling of TS Representation made to CalMac regarding potential re-allocation of vessels to enable Lochboisdale/Mallaig pilot service releasing of MV Lord of the Isles to provide additional capacity to . Copy of email to CalMac of 9 May 2014 attached as Appendix 3 to the Report.

CalMac seeking to meet with stakeholders w/c 26 May 2014. Letter sent to ask that meeting be rescheduled due to short notice and that matters be considered through Argyll/Hebrides Ferry Users Groups as provided for in CHFS Public Service Contract. Copy of email to CalMac of 23 May 2014 attached as Appendix 4 to the Report.

Item Key Task / Action Resp Progress Update at: 22 May 2014

06 Submit formal representation to Transport CnES Letter from Cllrs Angus Campbell and John Mackay (Chair, Transportation and Scotland and CalMac seeking meeting with Infrastructure) of 17 April 2014 included as Appendix 5 to the Report. Scottish Government Minister (Keith Brown MSP) Response from Keith Brown MSP, Minister for Transport and Veterans, of 19 May 2014 included as Appendix 6 to the Report.

Meeting with Minister for Transport and Veterans to be held on Thursday 12 June 2014.

APPENDIX 2

Iain Mackinnon - TS

From: [email protected] Sent: 09 May 2014 21:04 To: Iain Mackinnon - TS Cc: [email protected]; Donald Macarthur; [email protected]; [email protected] Subject: Response regarding Calmac booking system

Hello Iain, thanks for following up from the recent tourism conference where I was the speaker. I'd like to clarify what was said and provide more detail to address your query.

The current booking system (Compass) takes reservations (ability to reserve space on a ferry) and bookings (space which has been reserved and paid for). All standard passengers reserve and book space as required and subject to available space on the ferry. Coach and commercial vehicles providing services to and from the islands, reserve space on the ferries according to anticipated need. On busy routes, at any given time over the summer, the web site will present routes as 'unavailable to book on line' when the mixture of reserved and booked space meets or exceeds the capacity set for the vessel in Compass.

The challenge, which we understand and are addressing, is to ensure that all reserved space is then actually taken up and used. There are situations where, for example, a haulier has reserved space but for a number of reasons has not turned up for the sailing. From a booking perspective, the system is accurately reflecting the fact that paid for and reserved space meets or exceeds capacity. When the ferry sails, it may or may not be full due to reserved cv and coach traffic not turning up. We have recently reviewed 'capacity' (passengers, cvs and coach that actually travelled) and have found that on most outer hebs routes traffic carried is generally not at capacity (with a few exceptions in high season and on certain days).

We are in the process of procuring a new ticketing and reservations system which is in planning to be deployed in 2015. In the procurement we have carefully specified the requirements for both capacity planning and management of reservations which will provide us with improved visibility and functionality to manage this.

Our website, as you have identified, directs customers to the contact centre if online booking is unavailable. I have this week reviewed the process with the Contact Centre Manager and can confirm that this is the best course of action to ensure that customers get accurate information and have their call answered in a timely fashion.

In the meantime, and together with Donald Macarthur from OIHTA, we have agreed a number of actions to help improve the situation for this Summer.

1) we have been actively monitoring at port level, which of the reserved 1 APPENDIX 2 traffic actually turns up so that we can understand in more detail the traffic patterns. With this information, we can work closely with our haulier and coach partners to either reduce block reservations or move them to quieter sailings. This work is already underway

2) we are undertaking a monitoring exercise of this summers sailings to identify which sailings are approaching 'full' and to see if we can persuade reserved but not booked traffic onto different sailings. We are also looking to understand the % mix of traffic (cars, CVs, coach etc) to help with planning for future years

3) we have asked that the OHTIA assist us in persuading accommodation providers to offer mid week breaks to reduce the load on weekend sailings, Donald has confirmed he is undertaking this. We have also agreed to visit again around July to provide an update and share plans and information to support the tourist season

I hope this helps address your query. We are committed to supporting the Outer Hebrides in meeting it's tourist requirements and have actively and prolifically marketed the area over the last 12 months. We are aware of the challenges of our current system and that of management of reservations and are actively working to resolve these. I would be very happy to meet with you in July to update you on progress.

Regards,

Cathy

Cathy Craig Commercial Director Calmac Ferries 07872 814841 Sent from my iPad

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Iain Mackinnon - TS

From: Iain Mackinnon - TS Sent: 09 May 2014 16:39 To: Brian Fulton ([email protected]) Cc: Cllr. John Mackay; Cllr. Uisdean Robertson; Cllr. Ronald Mackinnon; Ranald Robertson ([email protected]) Subject: Ferry Services to South Uist

Brian

I am writing following receipt of an email from Cllr Ronnie Mackinnon (, Vatersay, Eriskay and South Uist) bringing to our attention concerns raised at a recent meetings of the Lochboisdale Community Council and the Association of Uist Community Councils regarding services provided by CalMac to South Uist.

Central to these concerns, echoed by all community councils extending from Berneray to Eriskay, are the inadequate number of sailings to Lochboisdale during the summer months and I would ask that consideration be given to the following proposal, the outcomes of which seeks to address these concerns by providing much‐ needed additional sailings to Lochboisdale during this period. This would also help to ease the pressure on the Lochmaddy Uig service which we understand is already experiencing capacity issues so early in the season.

The principal request conveyed to Councillor MacKinnon at the meetings was to seek consideration that the vessel deployed on the existing crossing to Lochboisdale from Oban on a Saturday be released to serve Lochboisdale from Oban on a Friday night placing her in Lochboisdale to then operate a return journey to Mallaig on Saturday and to then return to Oban in time to operate her current Sunday schedule.

It is our understanding that the MV Lord of the Isles currently serves from Oban on a Friday and that it then berths overnight in Mull due to berthing constraints in Oban.

I also understand that, on reviewing last year’s summer timetable for services to Islay, it would appeart tha the second Islay ferry had spare time in the timetable on certain days. Could this vessel’s timetable and route allocation be revisited to allow CalMac to continue to serve Colonsay with a minimal reduction in service to that community resultant from this proposal but, at the same time, improve services to South Uist?

Whilst we would not wish to be seen to be affecting the level of service to other island communities served by CalMac, it is considered that the above option, whilst providing significant positive outcomes for the community of South Uist, should not result in significantly negative impacts for Colonsay.

We would ask that the above suggestions be considered through the established consultation routes of the Hebrides and the Argyll Ferry Users Groups for the summer 2014 timetable. I have therefore copied this letter to Ranald Robertson, HITRANS Partnership Director, and look forward to your response in due course.

Regards

Iain Mackinnon Director of Technical Services Comhairle nan Eilean Siar STORNOWAY, Western Isles, HS1 2BW Ext 211465 T 01851 822656 M 07717 537715

Consider the environment – please do not print this unless you have to.

1 APPENDIX 4

Iain Mackinnon - TS

From: Iain Mackinnon - TS Sent: 23 May 2014 09:11 To: Brian Fulton ([email protected]) Cc: Malcolm Burr; Ranald Robertson ([email protected]); [email protected]; '[email protected]' Subject: Western Isles Ferry Services - Hebrides and Argyll Ferry Users Groups

Brian

I am writing in response to recent emails from David Taylor and Finlay Macrae regarding CalMac’s proposals to schedule a series of meetings in the Uists to meet with “the representatives of the communities of North Uist, Benbecula and South Uist, on Wednesday 28th May to commence consultation on the winter 2014 and Summer 2015 timetables”.

Whilst we welcome any offer by CalMac to meet with customer and community representatives, we have concerns about a number of aspects of this.

Firstly, the meetings have been proposed and scheduled at very short notice and despite David Taylor being made aware of the very limited availability of Comhairle Members because of their need to attend a previously arranged public meeting in the Uists, the proposed date of 28 May 2014 was subsequently finalised by Finlay Macrae.

Secondly, you will be very well aware that there is provision in the CHFS Public Service Contract that consultation with representative groups be facilitated through the Hebrides and Argyll Ferry Users Groups and, although the exact provision indicates “half‐yearly consultation meetings”, we see no reason why such meetings cannot be scheduled as and when required and would request that any and all consultations be facilitated through these channels in future.

Whilst we are not in a position to ask that next week’s meetings be cancelled, we would ask that you and your team review CalMac’s decision and make contact with HITRANS to arrange a more suitable date within the next 2‐3 weeks to fully and properly “commence consultation on the winter 2014 and Summer 2015 timetables”.

I am sure you will agree that it would be extremely beneficial to all parties if we can continue to build on the success of the meeting of the Hebrides FUG held in March. This is entirely consistent with very recent correspondence from Keith Brown MSP who recognised “the importance of the Ferry Users Group in facilitating collaboration between stakeholders in the development of the timetable” and who confirmed that Transport Scotland will “continue to encourage other key stakeholders to support these meetings”.

I am assuming the above meetings are to discuss timetables for services for the Uists and Barra and we also look forward to participating in similar such consultations regarding the services for Lewis and Harris.

We look forward to your response.

Regards

Iain Mackinnon Director of Technical Services Comhairle nan Eilean Siar STORNOWAY, Western Isles, HS1 2BW Ext 211465 T 01851 822656 M 07717 537715

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APPENDIX 5

COMHAIRLE NAN EILEAN SIAR

Sandwick Road, Stornoway, HS1 2BW

Rathad Shanndabhaig, Steornabhagh, HS1 2BW

Mr Keith Brown MSP Telephone: 01851 – 709507 Facsimile: 01851– 706022 Minister for Transport and Veterans The Scottish Government Victoria Quay ANGUS CAMPBELL EDINBURGH EH6 6QQ LEADER

17 April 2014

Dear Mr Brown,

WESTERN ISLES FERRY SERVICES

Dr Alasdair Allan MSP has sent me a copy of your response of 31 March 2014 to him, following the Comhairle’s expressions of concern regarding a number of issues associated with ferry services serving the Western Isles, particularly in respect of the capacity of the new MV Loch Seaforth. Our recent meeting with CalMac, CMAL and Transport Scotland was indeed helpful, as is your own comment that the overnight sailing of MV Loch Seaforth will be available for car and passenger traffic. The Comhairle believes it is important that there is as much flexibility as possible within the new vessel’s timetable, to accommodate the effects of cancelled or delayed sailings, and to cope with currently unsatisfied demand for our ferry services. Over- capacity, I should add, is not only an issue in the summer months for the Stornoway – Ullapool route, but affects all routes to the Outer Hebrides.

We remain concerned, however, about the following issues and would welcome the opportunity to meet you, in Stornoway or Edinburgh, to ensure that you are fully aware of the scale and nature of these concerns.

Stornoway - Ullapool

The Comhairle remains unconvinced that the introduction of a single vessel (MV Loch Seaforth) replacing the two current vessels (MV Isle of Lewis and MV Clipper Ranger) will provide sufficient capacity to satisfy the increasing demand over the summer period.

Despite the MV Loch Seaforth having a greater carrying capacity than the MV Isle of Lewis, the use of a single vessel and with fewer crossings per week during the summer period, the Comhairle remains concerned that this will result in considerable and continuing constraints to tourism and other business sectors in the islands.

HITRANS and the Outer Hebrides Tourism Industry Association (OHTIA) shall shortly be carrying out research associated with unsatisfied demand on ferry services over the summer months and, building on similar such research over the last three years, shall be doing so in collaboration with CalMac as the ferry operator. In addition to supporting this research, we would strongly advocate that Transport Scotland, CalMac and CMAL be asked to consider the retention of a second vessel to augment the MV Loch Seaforth over the summer period and to provide the capacity needed.

APPENDIX 5

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Ferry Users Groups

As you are aware, the recent meeting of the Hebrides Ferry Users Group, facilitated by HITRANS as the Regional Transport Partnership, was well attended by senior representatives of Transport Scotland, CalMac and CMAL. This was welcomed by the other participants and we would seek your support in ensuring future meetings of the Group are similarly supported by these key stakeholders.

The role of the Group in facilitating effective and meaningful consultation and collaboration between all stakeholders in the development of a timetable for the Stornoway Ullapool route for summer 2015 onwards is critical.

Mallaig - Lochboisdale

You will be aware that the first year of the three-year pilot trial of a Mallaig Lochboisdale ferry service was concluded at the beginning of April. You should also be aware that the level of disruption on the route over the trial period was significant and that approximately half of the sailings had to be cancelled because of weather and sea conditions.

The Comhairle remains concerned about the trial being carried out over the winter period when there will undoubtedly be greater likelihood of unplanned interruptions to the service but also when the demand for the service is significantly less that during a summer period.

We would strongly recommend that feedback be sought from the communities served by the service on the performance of the pilot service and that consideration be given to revisiting the proposals for the remaining two years.

RET on the Sounds of Harris and Barra

We are aware that the Scottish Ferries Plan indicates that the rolling out of RET on the Sounds of Harris and Barra shall be “within the term of this Parliament”. We would however seek your support in bringing the implementation of this much- needed proposal forward as soon as possible.

We would welcome the opportunity to meet you to discuss these issues in greater detail and look forward to your response.

Yours sincerely

Cllr Angus Campbell Cllr John Mackay Leader, Comhairle nan Eilean Siar Chair, Transportation & Infrastructure

cc Dr Alasdair Allan MSP Cllr Uisdean Robertson, Comhairle nan Eilean Siar

APPENDIX 6 APPENDIX 6