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Western Isles Ferry Services 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 Lochboisdale/Castlebay/Oban routes The clarification of the proposed timetabling and allocation of vessels on the Stornoway/Ullapool route following the introduction of MV Loch Seaforth The reconsideration of the scheduling of the Lochboisdale/Mallaig 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 Isle of Lewis) 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 South Uist. 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.
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