« Previous | Contents | Next »
Listen
4. Service Standards and Performance
4.1 Purpose
4.1.1 The Executive seeks high quality service standards. These should meet the level of performance expected from a modern, efficient and effective passenger and freight ferry service. Tenders should specify standards for service and quantifiable targets. The service standards and performance regime will focus primarily on the reliability and punctuality of the service and are designed to encourage efficiency. Tenderers are required to submit a Quarterly Plan which will be incorporated in the Grant Agreement.
4.1.2 The Operator shall ensure that the Service Specification is met. The Service standards, however, will remain subject to the Operator's responsibility for the operational safety of the Vessels, crew and passengers, which will remain paramount at all times.
4.2 Performance Regime
4.2.1 The main proposed performance standards are summarised in Annex D. There will be a clear link between Grant payment and the achievement of the minimum standards set out therein. The terms and conditions of the Draft Grant Agreement set out the arrangements in more detail. The Executive will require to approve a system for regular monitoring of performance against these minimum standards.
4.2.2 The performance regime focuses on reliability and punctuality of services on a route-by-route basis. The Executive will implement a system of monitoring and audit with which the Operator will be expected to fully comply in order to ensure that the requirements of the performance regime are being met.
4.3 Monitoring of Operations
4.3.1 The Executive will monitor the Operator's performance against the requirements of the Service Specification and the Operator's other obligations under the Grant Agreement. The Executive will conduct whatever audits it feels are required in accordance with the Draft Grant Agreement. The Operator shall be required to provide concise and accurate auditable information in a format to meet the requirements of the Executive. This will enable such audits to be carried out to the Executive's required standards.
4.4 Consultation
4.4.1 The Operator shall consult with Northern Isles based users' representatives regularly throughout the year. The consultation shall include at least two formal meetings. The Executive will have the right to be represented at these consultation meetings.
« Previous | Contents | Next »