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ANNEX D: PERFORMANCE REGIME
Performance Standards
1. The Executive will monitor all aspects of the service provision. During the term of the Grant Period, the Operator will be expected to discuss all service issues with the Executive and to address any problems that arise to the satisfaction of the Executive. The Executive wishes to ensure that high levels of service and performance are maintained. In addition, poor performance relating to the punctuality and/or reliability of Services and other service level failures will attract a financial deduction. The Operator will be required to present and implement a Quality Plan.
2. Tenderers must detail in their Tender how they intend to provide the level and accuracy of information required by the Executive for performance monitoring. The Executive will audit this information.
Service Quality Standards
3. The Executive seeks high quality service standards. These should meet the level of performance expected in a modern, efficient and effective passenger ferry service. Tenders should specify standards for service and quantifiable targets. The Executive will require to approve a system for regular monitoring of performance against these targets. In no circumstances, however, should targets be viewed as a justification for taking or omitting any action which in any way jeopardises the safety of any Vessel, its crew or passengers.
4. Key minimum standards include:-
- 98% operation of scheduled services except those services cancelled for relief events; e.g. weather conditions significantly worse than normal;
- punctuality standards as set out in the draft Grant Agreement schedule part 9;
- 98% of advertised on board facilities available on sailings;
- complaints to be acknowledged within one week of receipt and resolved within 4 weeks, except in exceptional circumstances;
- the Service Levels to be met (as defined and as set out in the Draft Grant Agreement).
These and other key quality factors should be identified as part of the Quality Plan.
Performance Regime
5. The Services will require to be operated in accordance with the following performance regime:
Reliability (Cancellations)
6. On the Scrabster / Stromness route where a sailing is cancelled or is so late that it becomes de facto cancelled, a sailing will normally be considered de facto cancelled if it arrives at the same time as, or after, the next scheduled sailing on that route is due to arrive ( i.e. sailing from the same originating port to the same destination port). On the Aberdeen routes to Kirkwall and Lerwick where there is only one sailing per day, Operators are encouraged to continue the service no matter how late it is> The rules for punctuality will apply in this case.
7. Each cancelled sailing other than for a Relief Event will attract a financial deduction equivalent to the average annual Grant requirement per sailing ( AGRS) of the approved services. There will be no financial deduction where a sailing is cancelled due to a Relief Event.
8. The definition of average annual Grant requirement per sailing ( AGRS) will be as set out in the draft Grant Agreement
Punctuality (Lateness)
9. The Northern Isles routes fall within 2 bands based on scheduled sailing time:
Band A Pentland Firth route
Band B Aberdeen/Kirkwall/Lerwick routes
A sailing will not be considered late if it arrives (all fast alongside):
Band A - within 10 minutes of the scheduled arrival time.
Band B - within 30 minutes of scheduled arrival time.
Penalties for lateness
10. Each late sailing (other than for a Relief Event) will attract a financial deduction equivalent to a proportion of the AGRS of the approved services. There will be no financial deduction where a sailing is late due to a Relief Event.
11. The level of deduction will be as set out in the draft Grant Agreement.
Early Departure
12. Except for safety reasons no sailing should depart earlier than scheduled.
Reporting
13. The Operator must provide quarterly electronic reports to the Executive in respect of each route. The exact format of the report will be agreed between the Executive and the Operator, but the following information will be required in respect of every scheduled sailing:
- route;
- date;
- vessel deployed;
- scheduled departure time;
- actual departure time;
- scheduled arrival time;
- actual arrival time;
- minutes late/early; and
- cause of any delay/cancellation.
14. The Operator will also be required to provide a summary note listing, by route:
- all cancelled or delayed sailings and providing details about date, whether the sailing was late, significantly late or cancelled, the cause of the delay/cancellation and whether the Operator is claiming the delay/cancellation as a Relief Event;
- the total number of scheduled sailings that quarter;
- the total for the route for the quarter (allowing for Relief Events):
- number of late sailings (before % allowance)
- number of late sailings (with % allowance)
- number of significantly late sailings
- number of cancelled sailings
- the percentage of late/significantly late sailings on that route in the quarter (excluding the % allowance) (as a proportion of scheduled sailings which took place and allowing for Relief Events);
- the percentage of late/significantly late sailings on that route in the quarter (as a proportion of scheduled sailings which took place and allowing for Relief Events);
- the percentage of cancelled sailings on that route in the quarter (as a proportion of scheduled sailings and allowing for Relief Events);
- the percentage of cancelled sailings on that route in the quarter (as a proportion of scheduled sailings and allowing for Relief Events).
15. In addition, a summary of performance should be provided on the services website. This should provide, for each route:
- reliability and punctuality percentages for the preceding quarter (both including and excluding Relief Events); and
- a note setting out any relevant factors which might have affected performance and any Relief Events which applied.
Best Endeavours
16. Where any sailing is cancelled or delayed (whether caused by a Relief Event or not) the Operator will be expected to use best endeavours to deal with any backlog as soon as possible and to bring the sailings back on schedule.
Other issues
17. The performance regime will also examine:
- the Operator's record on cargo damage;
- the Operator's record on acknowledging and dealing with customer complaints;
- the Operator's record in relation to Health and Safety;
- the Operator's record in relation to environmental pollution;
- the Operator's record in relation to customer satisfaction;
- the Operator's record with regard to the handling of livestock; and
- the Operator's record on the Disability Discrimination Act
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