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HomeMy WebLinkAbout071524 email - WSF Weekly Service UpdateALERT: BE CAUTIOUS This email originated outside the organization. Do not open attachments or click on links if you are not expecting them. Good morning elected officials from ferry-served communities, here’s this week’s update. Please let me know if you have any questions. Thanks, Hadley Weekly Media Highlights Lack of boats leads to canceled trips – Seattle Times (attached) Major Issues of the Week Due to a significant rise in crewing relief requests, and a vessel out of service, last week saw a dramatic increase in cancellations on nearly every route. WSF currently has four of its 15 operating vessels assigned to the Anacortes/San Juan Islands routes. On Thursday, two of those vessels were out of service with mechanical issues, including the one used for mainland crews to get to the Interisland boat in the morning. So, until the vessel in service could get that crew to Friday Harbor, we were temporarily on one-boat service, something which rarely, if ever, has happened before. This would be challenging enough for our customers and frontline staff at any time of year, but of course even more so on a sunny summer Friday. While three-boat service was restored that afternoon, it was the next afternoon before we could get a fourth vessel moved up from another route to restore full service to the islands. WSF’s dispatchers do an amazing job filling relief requests, some of which come in an hour or less before a crewmember’s watch. While these relief requests are usually filled without public awareness, despite making over 1800 calls, dispatchers were not able to fill relief requests necessary to meet U.S. Coast Guard required crewing levels. This put the Fauntleroy/Southworth/Va shon Triangle route on one-boat service (already reduced from three boats to two since COVID) all day Saturday, Bainbridge/Seattle on one boat for most of Saturday, one-boat service and then a smaller boat assigned on the Clinton/Mukilteo route. These downsizings also led to longer lines on other routes, as customers shifted their travel away from routes on reduced service. We understand our customers’ deep dissatisfaction with this service and worked all weekend – on Saturday and Sunday scheduled meetings and offline. Far from being callous or unaware of these issues: * WSF’s excellent frontline employees – vessel crews and terminal staff – showed up and worked hard, using their training and customer service skills to get sometimes anger and verbally abusive passengers safely to their destinations. * From July 10-12, Dispatch made more than 1800 calls trying to fill relief requests. * Watch Center Supervisors managing service on every route, dealing with emergent issues with professionalism and composure. * Information Agents working tirelessly to answer customers’ questions and get them accurate and timely information on what to expect as they arrived at terminals. * Vessel Maintenance, its crew, and staff from our Eagle Harbor Maintenance Facility worked on repairs to the Yakima. * WSF management worked all weekend trying to provide as much service as possible with available crewing and vessel resources. Service Reliability* For the week of July 8-14 systemwide service reliability was 92.6%, below our current 95% goal. Last week we cancelled 218 of 2829 scheduled sailings, of which 10 were replaced. Of the 218 cancellations, 57% (125) were due to crewing, 16% (34) were due to a vessel being out of service, 20% (43) for schedule resets (when a boat is so far behind schedule, we cancel a sailing to get it back on schedule, providing predictability for customers), 6% (14) were due to the Interisland crew not being able to get to their boat at the beginning of the day due to it being out of service. *For WSF, “reliability” refers to a scheduled sailing taking places, not on-time-performance. We understand for the public a significantly late sailing isn’t “reliable,” but we also share on-time-performance data <https://public.tableau.com/app/profile/wsferries/viz/WSF-Public/Index> for transparency on both metrics. Vessel Availability We’re operating at our 15-vessel current service level. The third “bonus boat” on the Triangle route has been moved to cover core service at Clinton/Mukilteo (the Clinton/Mukilteo second vessel moved north to the Anacortes/San Juan Islands routes to cover for a vessel out of service with mechanical issues). New Vessels and Jumbo Mark II Conversions New Vessels – We have released the first part of an Invitation For Bid, allowing us to begin prequalifying shipyards, moving to selecting a shipyard(s) by the end of the year. We are still scheduled to deliver two boats in 2028. Hybrid Conversions – Work continues on the Wenatchee, the first Jumbo Mark II vessel undergoing its long-planned midlife propulsion upgrade. That work includes on-going coordination with the shipyard on when the conversion will be completed and the vessel ready to return to service. 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