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ANNEX 12
SUMMARY OF PERFORMANCE STANDARDS REQUIRED
1. Introduction
1.1 The Executive will monitor all aspects of the service provision. During the Contract 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. In addition, poor performance of the CHFS Services may result in a deduction from any monthly instalment of the subsidy.
1.2 Tenderers should detail in their Tender Submission how they intend to provide the level and accuracy of information required by the Executive for performance monitoring. The Executive will audit this information.
1.3 The CHFS Services will require to be operated in accordance with following performance regime.
2. Reliability (Cancellations)
2.1 This applies where a sailing is cancelled or is so late that it becomes de facto cancelled.
Deductions for cancellation
2.2 Each cancelled sailing (other than for a Relief Event) will attract a deduction equivalent to the average subsidy/subsidy requirement per sailing ( AGRS) on that route. There will be no deduction where a sailing is cancelled due to a Relief Event.
Classification of reliability over period: | Deduction to apply to classification: |
1 | Less than 100% of Sailings meet the Performance Measure for Reliability | Deduct 100% of the AGRS for each affected Sailing |
3. Punctuality (Lateness)
3.1 The CHFS routes fall within two bands based on scheduled sailing time:
Band A Sailings scheduled to take up to 60 minutes
Band B Sailings scheduled to take equal to or in excess of 60 minutes
3.2 A sailing will not be considered late if it arrives (all fast alongside):
Band A - within 5 minutes of the scheduled arrival time.
Band B - within 15 minutes of scheduled arrival time.
Thereafter each Band of sailing is split into 2 levels of lateness.
3.3 The overnight goods service between Ullapool and Stornoway will be excluded from lateness thresholds, but will be subject to deductions in respect of cancellations.
Deductions for lateness
3.4 Each late sailing (other than for a Relief Event) will attract a deduction equivalent to a proportion of the average subsidy/requirement per sailing ( AGRS) on that route. There will be no deduction where a sailing is late due to a Relief Event.
Classification of punctuality over period: | Deduction to apply to classification: |
1 | Less than 100% of Sailings meet the Performance Measure for Punctuality | For every Level 1 Lateness Deduct 25% of the applicable 'band' AGRS For every Level 2 Lateness Deduct 50% of the applicable 'band' AGRS |
Early Departure
3.5 Except for safety reasons no sailing should depart earlier than scheduled.
4. Compliance
Deductions will be applied for failure to comply with the following performance measures:
- all Specific Harbour Services are provided;
- all / any activities at Ports are provided;
- each Harbour is available for use by third parties and their vessels;
- all advertised lane metres on a Vessel being available for use;
- compliance with all applicable law and the Harbour Agreement;
- all calls to the Successful Tenderer's call centre being answered promptly by an employee of the Successful Tenderer within certain advertised hours; and
- compliance with the provisions of the Customer Services Undertaking.
5. Reporting
5.1 The Operator must provide monthly and quarterly electronic reports to the Executive in accordance with the PSC. These reports will be in a form to be agreed between the Executive and the Operatorand will address the various performance measures outlined above, any applicable Relief Events, and scheduled maintenance.
5.2 The Operatoris also required to provide an annual report on all complaints received pursuant to the Customer Services Undertaking together with an annual safety report.
5.3 The Operatormust also provide the monitoring information set out in Schedule Part 7 of the PSC. This relates to carrying information, usage of Harbours, vessel capacity utilisation, and Harbour Services and all activities at Ports. Financial information is also required as set out in the PSC.
6. Relief Events
The Relief Events which will apply to the CHFS Services are set out in Schedule Part 11 of the PSC.
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