Clyde and Hebrides Ferry Services: Invitation To Tender

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SECTION 4
CONTENT OF TECHNICAL SUBMISSION

4.1 General

4.1.1 The Technical Submission should include, for each aspect of the Service Specification:

  • a detailed description of the Tenderer's understanding of the service requirements as set out in this ITT, and
  • a comprehensive description of how the Tenderer proposes to provide the CHFS Services in line with the Service Specification.

4.1.2 Tenderers will wish to be aware that the evaluation will be based solely on the content of the Technical Submission, any follow up clarification and any audit of the Tenderers' current operations. Evaluators will not, therefore, be able to assume knowledge on the part of the Tenderer. Tenderers should therefore consider the level of detail they include in the Technical Submission as regards how they would intend to operate the CHFS Services.

4.1.3 Tenderers must address all aspects of the Service Specification. Where an issue arises more than once in the Technical Submission it may be sufficient to refer the evaluators to a single part of the document (e.g. safety is a key issue and will need to be addressed for a number of different circumstances). Any such cross references must be clear.

4.1.4 As a minimum the Technical Submission should address the items in Sections 4.2 to 4.15.30 below:

4.2 Completion of Sections

The following Sections must be completed and returned with the Technical Submission:

  • Section 5 (Costed Bid);
  • Section 6 (Form of Tender to Scottish Executive); and
  • Section 7 (Statement confirming that, if successful, the Tenderer will comply fully with the requirements of the Service Specification).

4.3 Contract Terms and Conditions

4.3.1 The Technical Submission must include:

(a) a clear statement confirming that the Tenderer accepts all the requirements of the Service Specification (as set out in Section 7), and

(b) a clear statement that the Tenderer accepts all the terms and conditions of the PSC, the Harbour Agreement, the FCA and Charterparties, the Licensing Agreements, the Property and Equipment Licence and the Tripartite Agreement.

4.4 Pensions

The Technical Submission should include full details of the pension arrangements proposed for employees.

4.5 TUPE/Transfer of Staff

4.5.1 Detailed staffing arrangements should be set out in Sections of the Tender relevant to the operation of the CHFS Services. However, the Technical Submission should also include a summary statement of that information. This summary should set out clearly:

  • what (if any) changes to staffing arrangements the Tenderer proposes;
  • numbers and grades of existing staff who will remain in current posts;
  • numbers and grades of existing staff who will be moved to other posts within the organisation;
  • numbers and grades of any existing staff whom the Tenderer, if successful, would make redundant; and
  • any other relevant staffing issues including a summary of any proposed changes to terms and conditions and any measures which it proposes to take in relation to the staff.

4.5.2 All current staff should be accounted for.

4.6 Confidential Information

Each Tenderer should flag up any sensitive or confidential information contained in the Tender Submission. Tenderers will wish to note the Executive policy on Freedom of Information (see Section 2, Section 2.4.44 and 2.4.45.

4.7 Financial Structure

Tenderers must set out satisfactory proposals showing how the subsidy would be accounted for in a transparent and auditable fashion. Further, a system must be detailed which will ensure that there is no cross-subsidisation between the CHFS Network and any other ferry route or any other activities. Tenderers may wish to consider whether it might be appropriate to set up a separate special purpose company to provide the CHFS Services to ensure that there is adequate transparency. Details of charging arrangements in respect of services provided by other parts of the Tenderer's group must also be provided.

4.8 Changes in Circumstances

If there are any changes in circumstances since the submission of the Pre-Qualification Questionnaire ( PQQ) these must be detailed. Failure to do so may result in the bid being rejected. Relevant changes include (but are not limited to):

  • a change in the ownership of the Tenderer or parent company;
  • a change in the financial circumstances or the Tenderer or parent company;
  • a change in current business activities of the Tenderer or parent company; or
  • safety incidents/investigations etc

4.9 Mission Statement/Goals and Objectives

The Technical Submission should include a copy of the Tenderer's mission statement in relation to both the CHFS Services and the Tenderer. It should be a clear statement of the Tenderer's goals and objectives, which should be achievable and consistent with the Executive's requirements.

4.10 Strengths, Weaknesses, Opportunities and Threats ( SWOT) Analysis

4.10.1 Tenderers should provide a SWOT analysis. It should include a list of perceived internal strengths and weaknesses of the Tenderer's organisation, together with the external opportunities and threats which the Tenderer's organisation expects to face during the Contract Period. The SWOT analysis should be realistic and complete. It should feed into the formulation of the business strategy, risk assessment and Mobilisation Plan.

4.10.2 The Executive will use the SWOT analysis to assist in determining each Tenderer's understanding of the CHFS Services, social and commercial environment, together with other influences which impinge on the efficient and safe operation of the CHFS.

4.11 Risk Assessment

4.11.1 The Technical Submission should include a preliminary risk assessment which:

  • identifies all significant risks associated with the handover period and mobilisation of the contract, together with significant risks related to the operation of the CHFS Services. This should include any changes the Tenderer intends to make; and
  • makes a preliminary assessment of those risks and sets out how the Tenderer intends to mitigate those risks.

4.11.2 The Technical Submission should provide details of the scope of the preliminary risk assessment.

4.11.3 The Operator will be required to carry out a full risk assessment within 6 months of signing the PSC. The Technical Submission should also include details of the scope and programme for the full risk assessment, clearly identifying the risks associated with the Contract Period and identifying the personnel who will carry out the assessment. Where named individuals are identified to carry out the full risk assessment Tenderers should include their CVs. A detailed person specification for the work should also be included. Where the Tenderer is unable to name specific individuals a detailed person specification (including qualifications and experience) for the work will be sufficient. All Tenderers should note that, if successful, their proposals for the full risk assessment will form part of the PSC. In addition, the Successful Tenderer will be required to ensure that any personnel who are appointed to carry out the risk assessment must meet the requirements of the detailed person specification.

4.12 Business Plan/Business Strategy

4.12.1 The Technical Submission should include a detailed business plan which sets out a clear strategy for the length of the PSC and the handover period preceding it. Key points to note:

  • the business strategy should be realistic and demonstrate how the Tenderer aims to achieve its goals and objectives;
  • Tenderers must provide details of projected carryings for each of the 6 years of the PSC and an explanation of how the Tenderer arrived at the projections;
  • the Business Plan submitted with the Technical Submission should not detail costs but it should include issues where cost is relevant (e.g. proposals for managing major costs such as fuel or staffing). Costs should be included in the Costed Bid;
  • the business plan should also include a Contextual Statement which should include details of:
    • market factors;
    • political factors;
    • economic factors;
    • technical factors; and
    • social factors.

4.13 Mobilisation Plan

4.13.1 A detailed Mobilisation Plan including a timescale must be provided. This will be subject to discussion and final agreement with the Executive and CMAL.

4.13.2 The Executive places great importance on the mobilisation phase of the PSC. Tenderers should therefore demonstrate that they have fully considered all the operational, safety, commercial, managerial and industrial relations issues involved with the transition from the present arrangements to a competitively-awarded contract.

4.13.3 The Mobilisation Plan must address all the key issues, and include a detailed timetable (with estimated dates for the achievement of key milestones) for their achievements within the period from PSC award to PSC commencement of the Contract Period. As a minimum, the Mobilisation Plan should address the following issues:

  • achievement of relevant safety certifications for all relevant aspects of the CHFS Services;
  • handling of any crewing implications/changes, including identifying the job specification for all employees required for the provision of the CHFS Services by the Tenderer;
  • negotiating with sea-going and shore-based staff/unions where changes in terms and conditions are envisaged;
  • installing a passenger, loose freight and parcel, and livestock booking system and establishing links with Traveline;
  • setting up a shore management and manning structure;
  • identifying the training needs of sea-going and shore-based staff and producing a training plan to ensure appropriate training is offered timeously;
  • where a new vessel to be introduced by the Tenderer is currently under a non EEA Flag, written confirmation must be provided from the relevant EEA flag state confirming that she will be acceptable in terms of the requirements of that state;
  • setting out the Tenderer's programme for achieving handover of (including all necessary inspections of) the vessels to be employed;
  • consultation with user groups;
  • consultation with local authorities;
  • consultation with CFL as outgoing operator;
  • details of contingency plans to deal with possible delays in the completion of any shore infrastructure development or alteration which may be required thereto;
  • identifying all facilities (other than the vessels) necessary for the provision of the CHFS Services and setting out the Tenderer's programme for procuring such facilities and the timetable for procurement set of arrangements for taking over and honouring bookings for the Ferry Services made, and in respect of which payment, in whole or in part, may have been received by CFL;
  • setting out the arrangements for obtaining customer data and complying with the Data Protection Act 1998;
  • setting out the Tenderer's project management process for delivery of the Mobilisation Plan;
  • setting out a programme for satisfying the conditions precedent to the PSC; and
  • setting out a programme for co-operating with CFL and agreeing with the Executive the handover assistance plan of CFL;

4.13.4 During the handover period the Executive expects the Successful Tenderer to work closely with CFL;

4.13.5 The Executive will have the right to monitor the Operator's progress on service mobilisation against the agreed Mobilisation Plan and the Operator will be required to provide, as a minimum (this may be increased at the Executive's discretion), monthly reports to the Executive on mobilisation progress during the period between PSC award and commencement of the Contract Period. The Executive will have the right to be represented at meetings attended by CMAL and the Operator in relation to the Mobilisation Plan and the Executive will have the right to be represented at meetings with CFL and with other key interests including the MCA, Port Authorities and CMAL. Where progress on mobilisation falls behind the requirements of the plan the Executive will have the right to require the Operator to produce proposals to rectify any difficulties and to require the Operator to take whatever action is deemed necessary by the Executive to address the problem. Tenderers should be aware that failure to meet the requirements of the Mobilisation Plan may result in termination of the PSC.

4.13.6 The handover procedure will be agreed with the Successful Tenderer taking into account the agreed Mobilisation Plan. Tenderers should include proposals in relation to the handover procedure in their Technical Submission.

4.14 Market Development Plan

4.14.1 Tenderers must provide an outline Market Development Plan which sets out a clear strategy for the Contract Period and the handover period preceding it. The Plan should deal with the development of the CHFS Network and outline projected traffic levels for the Contract Period. It is expected that Tenderers will consult with local interests when considering the marketing issues associated with the development of the CHFS. The Market Development Plan should include:

  • a description of the market for all traffic types;
  • opportunities identified to maximise revenues from all traffic (in line with the fares maxima) and a proposed plan of action for pursuing these opportunities;
  • opportunities identified to minimise costs and a proposed plan of action for pursuing these opportunities;
  • potential risks that have been identified and proposed action for mitigating these;
  • assumptions made of market share and forecasts of all traffic over the proposed period of the PSC including traffic growth assumptions on a route by route basis;
  • detailed proposals for onboard and shore merchandising; and
  • -detailed proposals for sales and marketing (including proposals relating to website and printed communications).

4.14.2 The Executive looks to Tenderers to propose imaginative schemes to boost the tourism market. In addition, the Executive expects Tenderers to consider in their Technical Submission ways of maximising opportunities for establishing connections with other public transport providers.

4.15 Operational Management Plan

4.15.1 Tenderers must provide a clear and comprehensive Operational Management Plan for the CHFS Services. As a minimum, the Operational Management Plan should cover the following issues:

  • Key Staff;
  • Arrangements for Staff;
  • Vessels to be used, their Deployment, Maintenance and Relief Arrangements;
  • Management and Operation of Harbours, Harbour Facilities and Port Facilities;
  • Safety Plan;
  • Integrated Transport, Ticketing and Information;
  • Price Structures and Tariffs;
  • Conditions of Carriage;
  • Timetables;
  • Insurance;
  • Monitoring and Audit;
  • Performance Regime and Customer Service Undertaking;
  • Disabled People/Accessibility of Services;
  • Language; and
  • Safety and Environmental Protection.

Key Staff

4.15.2 Where individuals are identified for particular roles, their names and CVs should be included. Where the Tenderer intends to recruit new senior staff to fill key roles if their Tender is successful this should be made clear. For all roles a detailed job description and person specification (including experience and qualifications) should be provided. Tenderers will wish to note that the job descriptions and detailed person specifications for each role will be part of the PSC requirements. Failure to appoint suitable individuals to key roles may result in termination of the PSC. Key roles for which person specifications must be provided are:

  • Managing Director/Chief Executive;
  • Operations Manager/Director;
  • Finance Director;
  • Technical Manager/Director;
  • The Designated Person Ashore;
  • H.R. Manager/Director;
  • Health and Safety Manager/Director; and
  • Any person responsible for Company response in the event of accidents, etc if not listed above.

Arrangements for Staff

4.15.3 The Operational Management Plan should include:

  • structure diagram showing lines of responsibility within a blended structure and the way in which transferring personnel would be absorbed;
  • details of the Tenderer's approach to crewing in relation to the CHFS Services;
  • details of training policies for the development of seagoing and shore staff on the CHFS Services. Tenderers should note that proposals will be required to adequately provide for the continuing and long term requirements of the CHFS Services;
  • details of policy on retention and how the Tenderer would avoid high staff turnover. Tenderers will wish to note that the proposals must ensure that there will be sufficient numbers of appropriately trained staff available at the end of the Contract Period to ensure the continuation of the CHFS Services into the next contract. Together with policies on training, there should be long term planning to ensure that there will be sufficient numbers of appropriately trained staff available for the continuation of the CHFS Services well into the future;
  • industrial relations and other related policies _ for example on Fairness at Work. The Operator will be expected to work in partnership with the relevant unions. The Operator's human resource management policy should be set out and should demonstrate a commitment to foster constructive relationships and a partnership approach in line with the Executive's objectives;
  • details of approach to crewing including the proposed employment arrangements;
  • a copy of the policy/policies which the Tenderer intends to negotiate with the staff. The Technical Submission should also set out how the Tenderer intends to approach the negotiation;
  • detailed explanation of any proposed changes to the terms and conditions of existing staff. If Tenderers propose such changes they should set out in the technical submission how they would achieve this whilst meeting the Minimum Standard set out in this specification. In particular, Tenderers will wish to consider negotiations with the unions representing the existing workforce and relations with staff.

Vessels to be used, their Deployment, Maintenance and Relief Arrangements

4.15.4 The Operational Management Plan should include details of the vessels to be used and a detailed deployment plan for the six years of the PSC. The proposed vessels and their deployment must be capable of meeting the timetables, special events and emergencies, the projected carryings (which must be realistic) and be workable within existing shore infrastructure. The extent and scope of services on board vessels must be maintained.

4.15.5 Full details for the structure of the fleet (both at PSC handover and during the Contract Period) and the deployment of the various vessels within it must be provided. The Technical Submission must include:

  • proposed arrangements for deployment of the vessels. The CMAL Fleet currently satisfies Executive requirements on safety and seaworthiness. However, not all the vessels in CMAL Fleet aresuitable for all routes on the CHFS Network and this issue must be taken into account in considering deployment and relief arrangements; and
  • proposed arrangements and circumstances (if applicable) under which the Tenderer intends to use non- CMAL vessels to provide some of the CHFS Services. Sufficient detail must be provided about any non- CMAL vessels to enable the evaluation team to assess their suitability. The following information is required:
    • name and previous names;
    • when and where built;
    • flag, port of registry;
    • general arrangement drawing;
    • service speed and consumption, carrying capacity and class;
    • copy of pax certificate (if appropriate);
    • copy of loadline certificate;
    • copy of Harbour state inspection record covering previous 2 years of operation;
    • where a vessel is to be purchased, the Tenderer must provide a copy of the Memorandum of Agreement or valid option between the Tenderer and the vessel's present owner and clear evidence of availability; and
    • where the vessel is to be chartered, the Tenderer must provide a copy of the charter party or valid option and a written statement from the vessel's current owner on availability. Where the vessel is to be built the Tenderer must provide design details and outline build programme. Tenderers will wish to note that where a vessel is being built, the building process will form part of the Mobilisation Plan and the Executive will have the right to monitor the newbuilding process through meetings with the Successful Tenderer and visits to the shipyard.

A non- CMAL vessel will only be approved if it is suitable for the CHFS Network (specifically any routes which it is intended to be used on) and must be available for the duration of the Contract Period (unless other acceptable arrangements are made). In the latter case, for example, it would be acceptable for the Tenderer to propose the replacement of a vessel during the course of the PSC. The proposed replacement vessel will also have to satisfy the requirements set out in this Section.

Tenderers will wish to note that all proposed non- CMAL vessels will be

subject to physical inspection before being approved. Details of where this can be done should be provided.

  • fleet deployment plan which shows:
  • deployment of vessels for both Summer and Winter timetables. Where regular vessel deployment changes on particular days or sailings this must be specified;
  • arrangements for scheduled maintance of the vessels; and
  • fleet relief arrangements on a route by route, vessel by vessel basis.

The fleet relief arrangements must be sufficient to ensure that the performance requirements of the PSC are met, should take account of both planned and unplanned events necessary to compy with all Class and international legal requirements in force at all times, and should take account of historical requirements for relief on the CHFS Network. Tenderers must make commitments to response time and detail any constraints/service restrictions. The contingency plans should consider arrangements in the event of harbours being closed due to adverse weather conditions and/or vessels prove unserviceable for a period of 2 or more days.

  • detailed crewing proposals including:
  • crew configurations and numbers per sailing, noting seasonal variations;
  • crew/passenger ratios and passenger certificate numbers throughout the year; and
  • shift patterns to be adopted.

Where Tenderers propose changes to current practice these should be detailed with an explanation setting out how the Tenderer intends to bring the change about and provide satisfactory evidence that this will not adversely affect safety and performance. Tenderers will wish to consider what negotiations might be required with the trade unions representing the existing workforce.

All current staff should be accounted for in the proposals.

Management and Operation of Harbours, Ports and Shore Facilities

4.15.6 The Technical Submission should set out how the Tenderer will carry out responsibilities in relation to all activities associated with the day to day vessel/Harbour/Port interface including mooring, ship securement, unmooring, marshalling, loading and unloading of passengers, vehicles, loose freight and parcels, unaccompanied vehicles and livestock lorries, along with the manning of ticketing, reservations and other shore based activities.

4.15.7 The Technical Submission must include:

  • completed Port Contract Templates for each Port in respect of the proposed arrangements with non- CMAL harbour authorities for use of Ports; and
  • summary of shore facilities that it is proposed will be available for passengers' use.

4.15.8 Tenderers must set out, for each Harbour and Port on the CHFS Network:

  • manpower requirements. The Technical Submission should include the manning structure for each Harbour and Port showing the number and grade of personnel required. Where this is different from existing provision this should be flagged up with an explanation of why the provision is different and appropriate evidence that this will not adversely effect safety/quality of service. All current staff should be accounted for. The plan should include details of minimum training standards to be maintained and how this will be achieved;
  • detailed explanation of how the Tenderer will manage operational requirements. This will include compliance with legislative and regulatory Requirements (in particular Health and Safety legislation, applicable regulations and Codes of Practice and the Port Marine Safety Code); and
  • details of on shore facilities for passengers and other users.

Safety Plan

4.15.9 The Technical Submission must include a comprehensive safety plan covering all aspects of the operations. The plan should address all major issues concerned with the prevention of accidents and the minimising of their effect, and contingency arrangements in the event of a major incident.

4.15.10 A job description and person specification (including experience and qualifications) must be provided for the key officer responsible for Health and Safety i.e. the Health and Safety Officer as well as the Director responsible for Health and Safety. Tenderers may also wish to name individuals who will take up these roles. Tenderers will wish to note that the job descriptions and detailed person specifications for each role will be a part of the PSC requirements. Failure to appoint suitable individuals to key roles may result in termination of the PSC.

4.15.11 Tenderers should also detail how they intend to comply with all applicable international conventions, EU Council directives and regulations, and national regulations and to ensure that relevant industry codes, guidance and standards are fully taken into account.

Integrated Transport, Ticketing and Information

4.15.12 The Technical Submission should include detailed proposals for the following:

  • common timetable, ticketing and fares database;
  • operation of a central information and reservations phone system;
  • operation of internet site covering operation of the CHFS Services;
  • provision of real time information to passengers and road and public transport information systems (e.g. Traveline);
  • production and marketing of a brochure to cover all routes on the CHFS Network and bi-annual publication of timetables;
  • co-operation with local tourist boards/local initiatives;
  • co-operation with rail and bus operators; and
  • co-operation with the operator of the Gourock-Dunoon route.

Price Structure and Tariffs

4.15.13 The Technical Submission should include a clear statement ( Section 7) that the Tenderer will comply with the existing tariff structure set out in the Table of Rates and Charges for the first year in which the CHFS Services are provided. Thereafter, the Operator will be permitted to increase the tariff structure by an amount up to index linking in line with CPI (in accordance with the PSC).

4.15.14 The Technical Submission should also address requirements for the provision of network wide initiatives to facilitate tourism in the CHFS area as detailed in Section 3.12.

Provision of Carriage

4.15.15 The Technical Submission should include detailed proposals setting out how the Tenderer intends to provide for the carriage of passengers, loose freight and parcels, unaccompanied vehicles, livestock lorries and dangerous goods. The proposals must include provision for:

  • passengers, bicycles and vehicles;
  • carriage of goods on the overnight service on the Ullapool-Stornoway route;
  • livestock lorries;
  • dangerous goods;
  • loose freight and parcels;
  • special or unscheduled events;
  • emergency services (but see Section 3.7.9); and
  • unaccompanied vehicles.

Timetables and sailings

4.15.16 The Technical Submission should include a clear statement ( Section 7) that the Tenderer will for the first year in which it provides the CHFS Services comply with the existing Summer and Winter timetables. In subsequent years the Operator will have the discretion to propose changes to the timetables as set out more fully in Clause 3 of the PSC. Any changes proposed by the Operator must not have the effect of reducing the number of sailings or otherwise radically altering the timetable.

4.15.17 The Operator will be entitled to propose sailings supplementary to those set out in the timetable on such occasions as it considers appropriate and to meet seasonal demand. Notice is to be given to, and consultation carried out with, the Executive in respect of such additional services in accordance with the PSC.

Insurance

4.15.18 The Technical Submission must set out clearly how the Tenderer intends to address the insurance requirements of providing the CHFS Services. Detailed proposals on the following are required:

  • the arrangements to be put in place for third party liability insurance in respect of their performance of the PSC including the operation of vessels and Ports and Harbours.
  • the arrangements to be put in place for the vessels, whether chartered from CMAL or procured elsewhere. These will consist of:
  • the name of the P&I association with which each vessel is to be entered along with a copy of the certificate of entry and evidence of the extent of the cover;
    • identity of the underwriters with whom third party risk is placed along with details of the extent of cover;
    • evidence of insurance in respect of hull and machinery ;
    • evidence of innocent owners insurance for CMAL in relation to the CMAL Vessels; and
    • any other risks against which it is compulsory to insure for the operation of the vessels including maintaining financial security (in terms of the vessel charter documents) if required.
  • details of any other insurances required by CMAL.
  • the arrangements to be put in place for insurances required under the Harbour Agreement and the Property and Equipment Licence.

4.15.19 All insurances are to be arranged by the Operator to protect the interests of CMAL (and any mortgagee) to the satisfaction of the Executive. If the Successful Tenderer is proposing to appoint any managers then they may also protect the interests of those managers under the appropriate insurance policies. The Operator will be responsible during the provision of the CHFS Services for making good any insured repairs and for the claiming from the insurers of all costs in connection with any such repairs.

Quality

4.15.20 Tenderers shall provide, as part of the Technical Submission, the following information:

  • Quality Assurance Manager and the Director who will be responsible for Quality Assurance. Where individuals are identified for particular roles their names and CVs should be included. Where Tenderers intend to recruit new staff (if their tender is successful) this should be made clear. For both roles a detailed job description and person specification (including experience and qualifications) should be provided. Tenderers will wish to note that the job descriptions and detailed person specifications for each role will be a part of the PSC requirements. Failure to appoint suitable individuals to key roles may result in termination of the PSC.
  • the Executive will need to be satisfied that appropriate quality accreditation measures will be in place. Tenderers provided details of current quality accreditation at PQQ stage. This information is not required again unless there have been changes to the accreditation held by a Tenderer. Where a tenderer intends to provide the CHFS Services itself no further evidence is required. However, where it is intended that a new company will be/has been established for the purposes of providing the CHFS Services (and there is no current quality accreditation which was deemed acceptable at PQQ stage by the Executive) Tenderers must set out proposals for gaining appropriate accreditation. This will include details of the planned accreditation, milestones and target dates for compliance. In the case of joint ventures where partners have differing quality accreditation, an explanation should be provided as to how the quality management system will be administered and where the specific areas of responsibility will lie.
  • Tenderers must submit a quality plan. This should outline details of how the quality system will be administered and encompass the entire Q.A. system. Outline details of key service standards, including quantifiable targets, should be given. In no circumstances, however, should these targets be viewed as a reason to take action that in any way jeopardises the safety of the vessel, its crew or passengers. If available, Tenderers should submit a copy of the Document of Compliance plus the key manual which describes the Quality Assurance system.

Monitoring and Audit

4.15.21 The Technical Submission should set out Tenderers' proposals for the collation and provision of performance-related information required in terms of the PSC (as summarised in Annex 13). The proposals should include detail about how the quality of information will be audited by the Tenderer.

Customer Services Undertaking

4.15.22 The Operator will be required to put in place a Customer Services Undertaking (see also Section 3.15.3). This will be subject to agreement with the Executive and should include (but not be limited to) provisions relating to:

  • Conduct and livery of staff;
  • cleanliness and availability of public areas on vessels;
  • where applicable, availability of bar and restaurant facilities and of all advertised food and beverages on board vessels;
  • availability of passenger and vehicle accommodation on board vessels;
  • where applicable, availability of parking facilities, waiting and ticketing areas, bar and restaurant areas, loose freight and parcel storage areas and vehicle storage areas at Harbours;
  • customer satisfaction with on-board facilities;
  • customer satisfaction with on-shore facilities;
  • customer satisfaction with freight service;
  • customer complaints process; and
  • services for disabled people.

4.15.23 The following proposals must also be submitted:

  • proposals for monitoring key service standards on a day to day basis and reporting performance to the Executive on a monthly basis;
  • proposals for monitoring and assessing customer satisfaction with the CHFS Services for the Customer Service Undertaking and for handling complaints;
  • proposals for the complaints procedure which the Successful Tenderer will implement, with target timescales for the resolution of issues;
  • proposals for establishing a regular consultation process with ferry users to meet the requirements set out in Section 3; and
  • proposals for how the company would make key service standards and information on performance against targets publicly available.

Disabled People/Accessibility of CHFS Services

4.15.24 The Technical Submission should include the Tenderer's proposals for dealing with accessibility issues. In particular, the Technical Submission should address the following issues:

  • how the Tenderer, if successful, would take into account and comply with the Disability Discrimination Act. This will include accessibility to all aspects of the service including vessels, piers, ticketing and reservations, information provision etc.;
  • how the Tenderer, if successful, would develop a service level agreement for disabled passengers;
  • what proposals for future improvements the Tenderer would intend to include in the Customer Services Undertaking;
  • confirm that where it is safe disabled people will continue to be allowed to remain in their vehicles during short crossings and where the vehicles are stowed on an open deck; and
  • consideration of the guidance on travel issued by the Guide Dogs for the Blind Association.

Language

4.15.25 The Technical Submission should include proposals setting out:

  • how the Tenderer would ensure that the MCA requirements relating to language will be met (i.e. ISM Code and STWC 95 in relation to the ability to communicate with passengers and to each other);
  • how the Tenderer will ensure that the crew and shore staff who deal directly with users will be proficient in English; and
  • the Tenderer's consideration of whether there are benefits attached to ensuring a number of sea-going or shore based jobs for competent Gaelic speakers.

4.15.26 Tenderers are encouraged to consider initiatives to enhance and promote the culture, language, enterprise and tourism facilities in the Highlands and Islands.

Environmental Protection

4.15.27 The CHFS Network is situated in an area of outstanding natural beauty. Accordingly, the Successful Tenderer's Safety and Environmental Protection policy must recognise and take into account this environmental sensitivity.

4.15.28 In order to protect the environment, the Successful Tenderer shall develop the objectives of their Safety Management Systems ( SMS), as required by the ISM Code, in consideration of the unique and special environmental factors that exist in and around the vessels' trading areas. Tenderers should set out what steps they would take, if successful, to develop the SMS in this way.

4.15.29 Tenderers must also provide full details of their policy in relation to environmental protection and should describe any particular steps they will take to preserve the route environment.

Race Relations

4.15.30 Tenderers must confirm that in relation to marketing, consultation with users, recruitment and compliance with all regulations, that they have, and will in the future, take full account of the relevant requirements set out in the Race Relations Act 1976 (as amended).

Page updated: Monday, December 18, 2006