Welcome Russell Thomson Head ad of C f Cus ustomer tomer - - PowerPoint PPT Presentation

Welcome

Russell Thomson

Head ad of C f Cus ustomer tomer Operatio ations ns

Welcome

• me,

, Housekeep eping ng Matters s & Agenda da Ite tems

Agenda

• 10:00 Welcome by Russell Thomson, Head of Customer Operations
• 10:10 Operational overview by Richard Millar, Director of Heritage, Enterprise,

Sustainability & Operations

• 10:40 Overview of Customer Operations by Russell Thomson
• 11:00 Communications overview by Josie Saunders, Head of Corporate Affairs
• 11:15 Update from Scotland Canals Boaters Group by Pierre Potel
• 11:30 Update from Lowland Canals Volunteer Group by Ronnie Rusack
• 11:45 Q&As
• 12:30 Close

Richard Millar

Directo rector r of H f Herit ritage, age, En Enterpri prise, se, Su Sustaina ainability bility & Op Operations ations Operational Overview

Scottish Government have confirmed £10m grant to Scottish Canals for 2016/17

Scottish Government Funding

Key drivers

• Ageing protected historic asset
• Insufficient funding
• Provision of a safe environment
• Manage visitor numbers
• Ability to plan and predict our future

position

• Ability to take strategic decisions to

support long-term viability One of The Most Unique

ique Assets

ets in

in Scotla

tland

Asset Management Plan

23% serious fault or out of service + 64% reduced reliability

Life Span

Condition/Service

Run & Maintain Run & Maintain Run & Maintain Refurb Refurb Replace

Prediction of asset performance

Point where failure detected

Loss of Service

Run & Maintain Routine Maintenance Time based Programmed Preventative Maintenance- Less predictive Condition based Variable rate Corrective Maintenance- Reactive Short Timescales £££

Life Span

Condition/Service

100% 0%

Prediction of asset performance

0.00 2.00 4.00 6.00 8.00 10.00 12.00 14.00 16.00 18.00 20.00 Replace/R efurbish Major Works (Back Log) Minor Works Planned Maintenan ce Fixed Costs

% Incr crea ease se

Ideal canal asset investment model (inc major works and planned replacement & refurbishment)

0% 10% 20% 30% 40% 50% 60% 70% 12-13 13-14 14-15 15-16 Own Income GIA

Revenue split by year

Commercial income 22% Retail income 13% Freight Income 1% Cost recoveries & sundry sales 2% Third party contributions 20% Grant-in-aid 40% Release of capital grant 2% Interest 0%

Total income 2015/16

SWD Premiums 4% Property Rents 25% Bigg Regeneration 14% Insurance re-charges 0% Utilities 31% Craft Licences 11% Commercial Craft Licences 4% Leisure Moorings 11%

This is the split of the 32% of Own Income that is classed as Commercial Income

Commercial income 2015/16

Lowlands Caledonian Crinan Transit/Short Term Licences 11,816 210,864 189,912 Long Term licences 29,732 29,412 25,678 Mooring Fees 180,459 223,852 85,994 Commercial Income 32,723 161,872 113,128 Total Boating Income 254,730 626,000 414,712 Total Expenditure 3,555,255 2,222,264 1,080,765

Canal income & expenditure

CANAL Residential Moorings Leisure Moorings Waiting List

Let Available Total Let Available Total CALEDONIAN CANAL 13 3 16 165 3 168 81 CRINAN CANAL n/a n/a n/a 62 6 68 5 LOWLAND CANALS 36 35 73 203 24 227 8

49 38 89 430 33 463 94

Moorings breakdown

Operational changes

• Four day operations
• Reduction in seasonals
• Towpath upgrade

Forth & Clyde Caledonian Crinan Average 80 Average 1,100 Average 1,400

Transits

Transit of Forth & Clyde 2014 77 Vessels \income £8k 2015 49 Vessels \income £10k Costs 2014/15 (staff, vehicles, PPE, training) £231k Saving this season £65k of which £30k to be investing in channel clearing/ dredging

Four day operating F&C west

Volunteering

• Successful pilot with Re-Union
• Partnership with LCVG & tSWT
• SC staff to work with volunteers
• New-look brand
• Web page on SC site
• Launch June 2016 (National Volunteer Week)
• Photocall & press release
• Recruitment target at least 100 new

volunteers in 2016/17

• 50 work packages along Lowland Canals

Dredging

• £250,000 investment in plant &

machinery

• Year-long programme
• Saved £30k on contractor costs
• Tackling customer hotspots
• Removed 1300 tonnes in 1st

month

• Planning to remove 6000

2016/17

• Dredging Equipment £170k
• Fire Pump £40k Carron Dredging
• Demasting Crane £65k
• Weedcutting Equipment £180k
• Refurbishment of Auchinstarry & Applecross Facilities £35k

Capital Investment

Towpath Investment

25.5km upgraded £4.4m raised

£2.5m remaining to complete seas to sea and city to city Celebration planned for 250yr anniversary

I have enjoyed using the towpath for many years however over recent times though I have found they were pretty much out of bounds for 7 months of the year due to many large puddles and lots of mud. I was therefore delighted with the recent resurfacing of the towpaths between Polmont and Hallglen and I was wondering if any more towpath upgrades were in the pipeline heading east, such as from Polmont to Linlithgow….now that would be really good!

Lowland investment 2015/16

• 1. Interior Works – Retail, Café, Conference
• 2. External Works – Activity Hub and Food
• 3. Boats – Tour Boats, Campbell Christie
• 4. Signage & Interpretation
• 5. Further customer attractions being considered

A focus on items that create return on investment… Simultaneously work up a funding and investment plan for future years:

Core Investment

Information Wall

The Falkirk Wheel

Bowling Harbour

Bowling Harbour

Glasgow

Glasgow

Russell Thomson

Head ad of C f Cus ustomer tomer Operatio ations ns Overview rview of C f Cus ustomer tomer Operatio ations ns

Caledonian Gairlochy Locks Cullochy Weir Inverness West Link Crinan Dunardry Bridge Assisted Passage Scheme

Scotland wide

• Bank Repairs at Allan Park, Edinburgh
• Signage maintenance and new signage

(Tunnels, Aqueducts, Weirs and Bridges)

• Creation of new visitor sites
• Feeder/Weir and Reservoir Maintenance
• Channel & litter management (Westerhailes)
• Facility Block maintenance
• Working with volunteers
• Towpath Repairs
• Offside vegetation and tree works – opening

up the channel

• Responding to Customer issues.
• General maintenance works – repair to

bollards, pontoon/jetty decking

• Dredging (1,200t)

Union Canal

• Weed management – Bridge 40 near Philipston
• Creation of new visitor sites

(1) Greenbank 40m - finger pontoons nr old flight terminus (2) Woodcockdale 60m – Linear, some rings on towpath (3) Westside of Linlithgow 60m new rings o/s houses (4) Broxburn yard 30m – against wharf wall on towpath side (5) West of Ratho 40m - (6) Ashley terrace next to original 40m – renewed concrete hard edge

Union Canal

• Offside Tree Management: Locks 4 -6, 8 towards 9,

above Lock 20 heading west, offside commercial pontoons at Auchinstarry.

• Towpaths side scrub & veg. management – opened

up to allow two way traffic: e.g. Hillhead Bridge, Kirkintilloch to Twechar, Lock 20 to Bonnybridge

• Power Washing of pontoons: Carron Sea Lock,

Auchinstarry, Bonnybridge, Lock 16 and 20

• Refurbishment of the facility block at Auchinstarry –

more to do (power washing o/s, painted, facia boards etc.

• Weedcutting in the channel: Hillhead Bridge to the

sealock.

• New demasting crane at the Sea Lock
• Silt removal at the sea lock

Forth & Clyde Canal (East)

• Weedcutting
• Repairs to Linnvale bridge – upgrade work to 5 other bascule bridges
• Water Control
• General vegetation and litter control works
• Removal of abandoned jetty at Hugo Street
• Red Bull Event
• Installation of anti slip at Southbank
• Towpath and island works at Bowling

Forth & Clyde (West)

Feed water from the Calder to feed the F&C at Pinkston Central Car Auctions – works identified pipeline was leaking Excavated to 9m depth at 3 locations SC staff maximised water feed from Townhead Reservoir– low water would impact on navigation Insertion of pipe liners and new access chambers Original target date Good Friday (24th March) Feed originally restored on 24th, water subsequently turned of due to problem with air valves, 6 replaced. Further complications with additional leaks, water entering excavations, so water turned of. Current Target is to fully restore flow 22/04.

Monkland pipeline repairs

Maintenance & M&E teams

Maintenance & M&E Teams

Dredging

• 1,300 tonnes by our own staff
• None to landfill – TFW & Edinburgh

Composting (400t)

• Plan for ‘Summer Dredging’ - environmental

challenges

• F&C High spots

(Twechar, Lambhill to Bowling – from end of May

• 3 Berkies (Weed Harvesters)
• 1 + 2 new Truxors – Increased flexibility and capacity for Union, F&C East and F&C West
• Improved speed of response
• Negates hire and transport costs from England
• Commissioning & training – in operation for end of May.

Weed management

Customer Forums April 2015: Lowlands October 2015: Lowlands April 2016: Lowlands Boaters’ Surgeries 21st September 2015: Auchinstarry 30th September: Southbank 5th October: Helix/TFW/Lock 16 3rd October: Bowling 17th November: Linlithgow & Causeway End 9th December: Ratho 2nd February 2016: Leamington 1st March: Auchinstarry 8th March: Southbank 3rd May: Bowling 10th May: Linlithgow 24th May (from 5th April) Helix/TFW/ Lock 16

Customer engagement

Customer engagement

• Pilot Volunteering project in 2015: Locks 2 – 16, now extended to Lock 20
• Working with tWTS to deliver volunteer lock keeping and minor lock side

maintenance on the Maryhill Flight, Locks 21 - 27

• Almondvale – Almond Feeder, main feed to Union Canal, feeder wall

erosion protection installed in partnership with tSWT, WLC

• LCVG – Ronnie will speak to all the good work LCVG is involved in.
• F&C Canal Society - a successful trial with the Forth & Clyde Canal Society

undertaking vegetation clearance in the Kirkintilloch area from a SC

• workboat. The next trial will be undertaken with LUCS on the Union Canal

in April/May.

• The creation of volunteer work packages is continuing.

Volunteering

Josie Saunders

Head ad of C f Corpor

• rat

ate e Af Affai airs rs Communications Overview

• 2nd/3rd/4th February 2016 – initial sessions in Falkirk,

Crinan Caledonian

• April 2016 – Gerald Eve site visits:
• Lowlands – Southbank, Auchinstarry, Falkirk

Wheel, Grangemouth, Leamington / Lochrin, Harrison Park, Ratho, Linlithgow

• 4th April - Crinan Canal
• 7th April Caledonian Canal
• May – start of consultation
• Summer – end of consultation

Pricing consultation

wccscotland.com

Red Bull Neptune Steps

• Cleaned customer database
• CRM project under consideration
• Postage costs of £1000 pa
• Electronic-only communication (end April)
• Customer responsibility to check contact

details

• Tell others!

Customer data

Pierre Potel

Sc Scotlan land d Can anals als Bo Boat aters rs Group up

Ronnie Rusack

Lowla land nd Can anals als Volu lunteer eer Group up

Q&A