BC Ferries the Wave Fall 2006
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IN THIS ISSUE The Kuper Makes a Splash Page 2 • A Berth is Born at Swartz Bay Page 4 • Journey From Greece to the North Coast Page 6 • Behind the Scenes with the Customer Care Department Page 8 • Coastal Renaissance is on the Construction Line Page 10 • Power Play Savings for BC Ferries Employees! Page 13 • New Uniforms Are Here! Page 14 • A Meeting of the Minds Page 15 • Transas Training Page 18 • Morfitt Safety Review Page 18 • Happy Holidays Page 20
THE WAVEFALL 2006BC Ferries' Employee Newsletter
MEET THE KUPER!
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IN MEMORIAM
Marilyn Baker, former
BC Ferry Authority Board
Member, passed away on October
28 after a long battle with cancer.
Marilyn served as mayor of the
District of North Vancouver and
as president of the Union of
B.C. Municipalities and held the
positions of deputy chairwoman of
the Greater Vancouver Regional
District board of directors and
chairwoman of the District's
executive committee. Marilyn
served on our Board of Directors
from April 1, 2004 to March 31,
2005. We send our condolences
to Marilyn's family and her many
friends and colleagues.
Lillian Bullied passed away
on October 14, 2006. Lillian
joined BC Ferries in 1990 and
worked as a cleaner on the
Spirit of British Columbia until
her retirement earlier this year.
Lillian was held in high regard
by her colleagues and will be
deeply missed. We send our
condolences to Lillian’s family
and friends.
Derek James, retired Chief
Engineer, Mill Bay, passed away
on October 3, 2006, in Victoria.
Derek started with BC Ferries
in July 1974 and retired from
service in June 2001. Derek's
crew mates remember him as a
kind and helpful man with vast
marine engineering knowledge.
We send our condolences to
Derek’s family and friends.
THE KUPER MAKES A SPLASH
On Friday, November 3, at a ceremony at Allied Shipbuilders in North Vancouver, we officially named and launched the Kuper, the newest addition to our fleet. The $7 million, 32-vehicle ferry will enter service on the Chemainus – Thetis Island – Kuper Island route early next year following training, certification and sea trials. In the future, the Kuper will serve as a relief vessel on various gulf island routes.
The hull of the new vessel is comprised of the original structure from the John Atlantic Burr, which we purchased last year from the State of Utah Transportation Department. The sections of the original vessel were trucked to Tacoma, Washington, and then barged to Allied Shipbuilders in North Vancouver.
During the construction period, a new 11-foot wide longitudinal section was inserted into the hull to provide an additional lane on the car deck. Passenger and crew spaces were rebuilt, including washroom facilities for customers with disabilities, and new lifesaving equipment was installed, including two evacuation slides and a rescue boat. The wheelhouse, navigational equipment, piping and electrical system are also new. The vessel will be powered by two Detroit Diesel Allison engines driving two right angle drive propulsion units.
Special thanks to the construction team, including (from left to right) A.J. MacEachern, Senior Chief Engineer; Captain Bill Dickie, Senior Master, Thetis Island; Captain Ratch Wallace, Senior Master, Vessel Construction; and Kumar Murugakumar, Engineering Manager, Vessel Construction, for their hard work to bring the Kuper into service.
Preparing to launch the Kuper at Allied Shipbuilders in North Vancouver.
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WHAT’S IN A NAME?As part of the name selection process, we searched for words that begin with K, since the vessel is part of the K-class series and is the sister ship to BC Ferries' Klitsa and Kahloke and Albion's Klatawa and Kulleet. We selected Kuper after Kuper Island which is located in Stuart Channel in the Southern Gulf Islands. The island was named by British sailors in 1851 after they sailed through a group of five unnamed islands in the Strait of Georgia. They named the two largest Kuper and Thetis, after Captain Augustus Leopold Kuper R.N. (1809-1885) and his frigate, HMS Thetis, a 36-gun Royal Navy frigate on the Pacific Station between 1851 and 1853.
SEVEN SHIPS IN THREE YEARSWe’re adding seven new vessels to the fleet in the next three years, marking the largest capital expansion program in our company’s history. This major addition of new vessels will substantially enhance our overall customer experience by bringing state-of-the-art vessels to our major, minor and northern routes.
In addition to the Kuper, we’re adding:
Three new Super C-class double-ended vessels arriving in late 2007 and early to mid 2008
An intermediate size ferry under construction in North Vancouver arriving in summer 2008
A new vessel to replace the Queen of Prince Rupert arriving in spring 2009
A two-year old vessel, currently named the Sonia, to replace the Queen of the North
As part of our commitment to renewing our infrastructure, we will also invest more than $200 million in our terminals over the next five years to ensure operational reliability and enhanced customer amenities in order to be the safest and most progressive ferry transportation system in the world.
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IN MEMORIAM
Marilyn King passed away on
September 23, 2006. Marilyn
joined BC Ferries in 1985 and
worked as the Supervisor of
Building Service Workers at
Fleet House until her retirement
in April of 2003. We send our
condolences to Marilyn's family
and friends.
Barry McCoy passed away
on November 3, 2006. Barry
was a terminal attendant in
Departure Bay, having joined
BC Ferries on May 22, 1992.
Barry worked in Departure Bay,
Duke Point and Bear Cove in
many terminal and catering
classifications. We send our
condolences to Barry’s family
and friends.
James (Jim) Tubb passed away
on September 27, 2006. Jim
was a seasonal employee who
worked in Prince Rupert as a
shore cleaner in 2005 and as a
terminal attendant in 2006. Jim
leaves behind a son, a daughter
and several grandchildren. We
send our condolences to Jim’s
family and friends.
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A BERTH IS BORN AT SWARTZ BAYOn October 18, we officially opened our new state-of-the-art floating berth at Swartz Bay terminal. The $25 million project was undertaken to replace the outdated ramp and marine structures and bring a sophisticated new level of technology to the company’s berthing arrangements.
The improved design speeds up the loading and unloading process with fewer ramp adjustments, as the new ramp rises and falls with the tide. The berth is now able to accommodate a Spirit-class vessel and will also be able to service the Coastal Celebration, the new Super C-class vessel that will be sailing on the Swartz Bay – Tsawwassen route by the summer of 2008.
The 180-metre long concrete pontoon was built in North Vancouver by Vancouver Pile Driving before being towed to Swartz Bay. Ramsay Machine Works of Sidney, B.C., manufactured the
steel work, including the massive steel ramp. Hebden Engineering and Fraser Engineering were responsible for the design of the new facility with BC Ferries’ Terminal Maintenance department completing the entire electrical installation for the berth. Project Management was provided by Terminal Asset Management, a partnership between BC Ferries and SNC-Lavalin.
“In early October, my
husband and I boarded the
Spirit of British Columbia
with my brother-in-law and
sister-in-law. Upon reaching the
passenger deck, my brother-
in-law had a heart attack.
Cheryl Morgan, Hospitality
Cashier, was called to the scene
and arrived within seconds along
with Neil Hoekstra, Second
Steward. Cheryl immediately
cleared the scene and asked
the appropriate questions.
After administering ASA,
she determined that the ship
could not leave the dock, sent
the order to the captain and
ordered an ambulance. In the
meantime, Neil kept us apprised
of what steps were happening
and escorted us to the Seawest
Lounge. Cheryl then came back
to the lounge and made sure that
we had something to eat as this
would be a long day. During our
stay onboard, Cheryl checked on
us regularly and made at least
two phone calls to Delta hospital
to see how Earl was doing. This
was a very trying time for us
and Cheryl and Neil were very
caring and compassionate. We
cannot say enough good things
about our treatment. I think
Cheryl's quick thinking saved
my brother-in-law’s life. Cheryl
and Neil should be commended
for their excellent service and
BC Ferries should be proud
to have them as employees.”
-Delta
New line fenders are mounted and concrete pontoons positioned between Berths 2 and 3 at Swartz Bay. The hydraulic cylinders absorb vessel berthing energy, in lieu of the traditional rubber elements.
Terminal Attendants Chris Cowley (left) and Dennis Wilkinson prepared for the ribbon cutting ceremony and official opening of the new berth.
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“Please let Chris McDowell,
Customer Sales and
Service Representative, and
Carrie Watson, Customer
Relations, know how very
helpful and professional they
were in handling my issue with
a reservation. They went out of
their way to accommodate me due
to some very unforeseen medical
news regarding my mother.
Please convey my sincere thanks
to both these employees. They
were a pleasure to deal with.”
-Victoria
“My husband and I recently
travelled from Victoria to
Vancouver onboard BC Ferries.
Unfortunately, we both have
physical disabilities and were
somewhat apprehensive as to
how we would manage with so
much luggage. The employees
were absolutely wonderful to us,
even taking care of the bags
and seeing that they reached our
destination. On our return trip,
wheelchairs were waiting for us
at the ticket booth and a staff
member was there to assist us.
When we arrived in Victoria,
we were again helped with our
luggage and an employee in
the parking lot helped us into
a taxi and even saw that our
seatbelts were fastened! This
was surely red carpet treatment
that went beyond the call of duty
and we were so very thankful.”
-Brentwood Bay
The skill and expertise of electricians Doug Jordan, Ken Pollok and Will Paine were a vital component of the Berth 2 project.
David Carroll, Director, Terminal Construction; Aaron Hahn, Project Manager; Geoff Vickery, Director, Terminal Asset Management; and David Leather, Project Manager.
Customer Service Attendants Kathie Brubaker, Joy Frederiksen and Tammy West served up burgers and smiles.
Thanks to Jim Hadden, Dock Repairer; Brian Gordon, Labourer; Percy Johnson, Trades Supervisor; and John Thorneloe, Carpenter, for their hard work on this major project.
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On October 19, we concluded a deal for a replacement vessel for the Queen of the North that will operate on the Inside Passage. The purchase price for the two-year old vessel was $49.3 million. The vessel, which has 70 state rooms and 4 suites accommodating 101 vehicles and more than 600 passengers, will be renamed and reflagged before it enters service next spring, in time to relieve the Queen of Prince Rupert for its annual refit.
The ship, which is en route to Canada, was painted in Greece and underwent engine modifications to enable the use of cleaner-burning marine diesel fuel before it set sail on its transatlantic crossing.
Once the vessel arrives in B.C. in mid-December, the majority of the refit work will be conducted by Victoria Shipyards, which was the successful bidder over three highly qualified international yards for the $9 million contract. All of the bids were evaluated using key criteria that included the schedule, project plan, contract terms, technical competency and overall price.
The modifications that Victoria Shipyards will undertake include:
Updating safety and security equipment
Modifying the stern ramp to be compatible with BC Ferries’ berths
Upgrading electrical, heating and lighting systems
Expanding, upgrading and reconfiguring the gift shop, galley, passenger food amenities and crew common areas
A crew of BC Ferries’ employees is sailing the ship from Greece to British Columbia. En route, the vessel will travel through the Panama Canal and is expected to arrive at Victoria Shipyards in mid-December.
To follow the vessel's journey from Greece to B.C., visit SoniaWatch on the intranet.
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“As a long time resident of
Bowen Island I wish to thank
you for providing a safe and
professional service to myself
and our community. Our
community is experiencing
dramatic population growth and
with that comes greater demand
for transportation to and from
the mainland. Unfortunately,
some of the newer inhabitants
don’t understand that the
ocean is not a highway, and
even if it were, a vehicle (or
vessel) will have occasional
breakdowns. I'm writing this
merely to express my support
for the task being undertaken
by BC Ferries to provide a
safe service and to modernize
and improve the fleet. Thank
you again for putting safety
first over scheduling demands.”
-Bowen Island
“I want to express my
appreciation to the crew of the
Capilano, from the deckhands to
the captain alike, who transport
my fellow islanders and myself
to work daily through rain,
winds and storms. In particular,
I want to thank Lynn Wakelin,
Cashier, Hospitality Services,
who so pleasantly serves us
commuters at the snack bar
and in the early morning helps
still groggy people like me
push the right buttons on the
fancy cappuccino machine!”
-Bowen Island
A JOURNEY FROM GREECE TO THE NORTH COAST
Our replacement vessel for the Queen of the North was painted with BC Ferries’ livery at Syros Shipyard in Piraeus, Greece, before beginning its journey to Victoria Shipyards.
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“I was travelling the
Powell River-Little River run
three days before my expected
due date of our second child
when my water broke. I want
to extend our thanks to the
captain and crew for their quick
response. Thanks to them,
we made it to the hospital on
time. It was a very exciting
trip! Thanks again to the many
ferry workers who helped us.”
-Powell River
“I recently left my prescription
eyeglasses in a special case
behind on a seat onboard the
ferry. I called the next morning
and I am happy to tell you that
I had the most satisfactory
experience with the staff. My
glasses had not been turned in,
but the staff member took my
phone number and promised to
call if the glasses turned up. And
she did later that evening. I was
able to stop in at the Swartz Bay
terminal the following day and
retrieve my glasses. Everyone
was concerned, helpful,
and efficient. Well done!”
-Victoria
“I really found Trish Smiley,
Customer Service Officer,
to be very helpful and
informative regarding my trip
to and from Vancouver. I
think having customer service
representatives onboard is a
great idea for all customers and
especially those who don't live
in Vancouver or on the island.”
-Vancouver
The Queen of Alberni is undergoing a six-month $40 million mid-life upgrade at Vancouver Drydock in North Vancouver to prepare the 30-year old vessel for another 20 years of service. This is the fifth C-class vessel to undergo a major upgrade at the Washington Marine Group shipyard. The vessel will receive a new marine evacuation system, structural fire protection upgrades, annual machinery maintenance, upgrades to the hull and structure, main shaft refurbishments, a new emergency generator, elevator, heating, ventilation and air conditioning systems, a new interior design and improved passenger seating areas, an expanded and remodeled gift shop, new food service facilities and updated
washrooms with new coin-operated showers. The Queen of Alberni is the last of the C-class vessels to go through a major mid-life upgrade. Similar upgrades have already been completed on the Queens of Coquitlam, Cowichan, Oak Bay and Surrey.
$40 MILLION UPGRADE FOR THE QUEEN OF ALBERNI
Over the winter months, we are investing more than $28 million in marine structures at Departure Bay and Horseshoe Bay in preparation for the new state-of-the-art Super C-class vessels. The Coastal Renaissance, the first of the three Super Cs, will be docking at these terminals beginning late next year. From now until June 2007, the berths at both terminals will be extensively upgraded to accommodate the new larger vessels.
More than 20 B.C. companies are involved in the $28 million project. Local contractors include marine contractors, environmental and engineering consultants, steel fabricators, anchoring contractors, surveyors, hydraulic contractors, painting contractors, corrosion protection companies, electrical equipment suppliers, electrical contractors, communication contractors, as well as diving companies.
As a result of the berth project, alternating berth closures will occur at both terminals until June 2007. By the summer of 2008, all three Super C-class vessels will be sailing the waters of Georgia Strait.
HERE COME THE SUPER Cs – TERMINAL PREPARATIONS IN FULL SWING
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BEHIND THE SCENES WITH THE CUSTOMER CARE DEPARTMENTEach day, our Customer Care Department, which is led by Corrine Storey, Executive Director (a member of the operational team reporting to Mike Corrigan, Executive Vice President & Chief Operating Officer), is hard at work managing reservations, assisting with travel plans, updating our website and responding to our customers’ questions or concerns about their travel experiences. The diverse group is comprised of three components that work together to provide customer service support:
Customer Service Centre - manages the incoming reservation bookings and travel planning requests from residents, visitors, commercial clients, and other callers to our 1-888-BC-FERRY information line
Web Services and Customer Information Network - administers our website and other new tools to get information out to our customers through enhanced technology
Customer Relations - provides an avenue for customers to follow if they have a question or concern about their travel experience.
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ONE ON ONE WITH KAREN TINDALL, MANAGER, CUSTOMER RELATIONS
Q. What can you tell us about Customer Relations?
A. Our Customer Relations team works in support of the company by providing a way for customers to contact us with questions or concerns about their travel experience. We’re also here to address any service issues that are forwarded to us from the front-line and offer guidance to management about recurring issues that might require attention, for instance, when chief stewards receive ongoing questions about the availability
of wireless access for customers. We also have the pleasure of collecting customer compliments and sharing the kudos with employees and management.
Q. How do customers contact you?
A. Customers primarily contact us by phone or through the website. Most often, employees are able to address a customer’s question or concern on the spot, but sometimes the query requires a more in-depth response. In such situations, our customers are provided with a Customer Relations business card, which lists our phone number and the website. Since we replaced the old “Welcome Aboard” and other comment forms with the Customer Relations business card, we have seen significant improvements in the time it takes to respond to customers as employees have been vigilant in providing background information to us before customers even reach us, which saves us a lot of time in follow up. We really have to thank everyone for their support around that.
Q. How to you track and respond to customer comments?
A. While we don’t respond to every comment we receive, we do respond to the customers who have a demonstrated question or concern that needs following up. For the rest of the feedback, we ensure that the customer comments are recorded and are available for management to review. To keep pace with the new age of email and online submissions, this past summer we launched ResponseTek on our website. The ResponseTek feedback
“After we boarded the ferry
in our motor home, the people
behind us told us that our
tow bar was broken. Terribly
dismayed, we approached David
Reid, Chief Officer, about our
problem. He looked over the
situation and told us to go and
have a nice breakfast while he
discussed the matter with the
chief engineer. About 35 minutes
later, we were called over the
intercom. When we got to the
motor home the crew was putting
the tow bar back into place.
You would never have known
that it had been terribly bent.
Shuzo Hara, First Engineer,
and Raj Baldeo, Engine Room
Assistant, were miracle workers.
We could not have asked for
a more polite, wonderful group
of employees. A very special
thank you to all of the crew on
the Queen of New Westminster.”
-Texas
“I am writing to commend
the outstanding service of
Sue Marr, Chief Steward,
Queen of Alberni. For three
years, my husband and I made
four round trips a month as
he had a serious lung disease
and was undergoing a lung
transplant. Sometimes my
husband would need dry toast
and a boiled egg; sometimes he
was so ill he needed to rest.
Chief Steward Sue was always
gracious and always helpful in
making my husband’s journey
comfortable. She was all smiles
and radiated competence.”
-Qualicum
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supplements our Customer Satisfaction Surveys by giving our customers an opportunity to tell us about an experience that was positive or negative. It also lets us know the products and services that customers like and what new services they may be looking for.
Q. How is ResponseTek data used within the company?
A. The data, which is compiled into bar graphs and quick reports, is accessible to our management team from their own computer screens. Importantly, the data provides our front-line managers with direct access to customer comments about their specific service areas and allows them to respond directly to any issues.
Q. As an employee, I’m hearing a lot of customer concerns about one particular aspect of our service. What should I do?
A. The first point of contact should be your manager or supervisor, but for any new initiative with a customer impact, you can also share it with the Customer Relations team as we appreciate being kept in the loop. If you have a suggestion about ways to improve our services or want to notify us about a particular situation or event, feel free to submit it via our group’s email (Customer.Relations@bcferries.com) and we’ll make sure it reaches the correct person. It’s not an incident report, just a quick “heads up” so we know all the details about a particular situation in case we hear about it later from the customer.
“My daughter, who attends
UVic, realized she had left her
purse in my car after the ferry
left. Her purse contained her
ID, money and keys to get into
residence. She was able to call
me from the ferry as I drove
into work. This chief steward
explained to me how to get the
purse to the administration office
so that it could be put on the
next ferry. She even offered
to lend my daughter money!
I was able to get the purse
to terminal and it did indeed
go on the next ferry where my
father picked it up and drove it
into Victoria. I cannot thank
BC Ferries enough and would like
to especially thank the employees
who were so kind and helpful to
my daughter. Crisis averted!”
-Burnaby
“With the major snowstorm,
Vancouver Island is pretty much
closed today. Snow has shut
down everything. Not only is
it impressive to see the ferries
running at all today, but to see
on-time for most of the ferry
routes was really unexpected.
The staff and crews deserve a
lot of praise today! Well done.”
-Victoria
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“Prior to boarding the
Queen of Nanaimo from
Tsawwassen, my son fell from a
piece of playground equipment
at the terminal. Once onboard,
it was apparent that the fall
was more serious than originally
thought. The first aid officer,
Renee Savage, Customer
Service Attendant, Long
Harbour, who was both
professional and very kind,
immediately treated my son.
The chief steward quickly
requested help from any doctor
onboard and then brought a
doctor to see us. While we
waited to get to Salt Spring,
the employees worked very
hard to make our situation go
as smoothly as possible. They
not only informed the hospital
of our pending arrival, but
checked local hotels and bed and
breakfasts for vacancies. When
Laura Sargent, Terminal
Services Attendant, Long
Harbour, heard of our situation
she immediately offered her
home to us for the night. Renee
kindly drove us to the hospital and
when we were done Laura was
there to greet us with welcome
warmth. On the way back, my
son went to the bridge where
the captain helped him steer
the ship. Your employees on the
Southern Gulf Islands route
deserve much credit for going
beyond the call of duty. The
kindness of the people we
encountered made a difficult
situation much more manageable.
-Mayne Island
Thanks to Captain Dale Phipps, Senior Master, Super C Project, for sending this informative update from Flensburger Schiffbau-Gesellschaft (FSG).
“The steel for the Super Cs is produced in Sweden and shipped to a company in Denmark where it is sorted into the different types of steel needed for the FSG shipyard. There is a wide variety of steel thickness required throughout the vessel at different locations and times during construction. Each day (or near about), the company delivers the steel required to support the steel production for the coming days. One to two hundred tonnes of steel are produced each day.
The construction method is called ‘modular construction’ where the steel or shell of the vessel is designed in full and then broken down to manageable sections. The larger sections are then further broken down into smaller subsections. It’s like a puzzle that is divided into large pieces that are then broken down into
much smaller pieces. For the Super C-class, we have 88 sections and 800 - 1000 subsections. The sizes of the 88 sections are determined by the ability of the yard to lift the sections and move them around by trucks and cranes.
When the steel arrives it is lifted into the first station of the assembly line and construction commences. It moves through stations two to six with each station adding their piece of the puzzle. Once the subsection is complete and inspected by the FSG internal inspectors, BC Ferries and ABS (classification society) inspect the subsection for approval on quality of welding and alignment of bulkheads and frames.
The subsection continues down to stations 7 and 8 where further items, such as piping and cable trays, are installed. This is also where some of the smaller subsections are attached to make a larger subsection. BC Ferries and ABS are again called to inspect and comment or approve
THE COASTAL RENAISSANCE IS ON THE CONSTRUCTION LINE
Construction on the Coastal Renaissance as of November 17.
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Glenn Adams, Deckhand,
Tsawwassen, knows how to
keep our customers (and their
shoes!) happy. Here is a letter
Glen sent to a passenger
whose shoes had an onboard
adventure:
“Your shoes had a great voyage…
too bad you weren’t in them!
There were some clowns onboard
and your shoes saw some killer
whales, too. They also met the
captain, the chief steward and
had a walk-about of the ship,
including a visit to the engine
room and control room. Your
shoes also had a great buffet
lunch and enjoyed BC Ferries’
world-famous clam chowder. It
was a very busy day on the ferry!
Hopefully your shoes can have a
bit of a rest before going back to
work. Bon voyage on behalf of
the B Watch crew onboard the
Spirit of British Columbia.”
Our customer’s reply:
“Dear Glenn Adams and
B Watch, my shoes thank you
for the wonderful voyage. I
am saddened that I was not
in my shoes to see the killer
whales. I wanted to let know
how appreciative I am that you
took time out of your day to
take care of my shoes. You truly
are a great representative of
BC Ferries. Thank you.”
the completion of the work at station 8. The smaller subsections continue to move through station 9 and end up outside at station 10 (storage) where another inspection is called. Often items such as ladders, additional piping and smaller subsections are joined to make larger subsections.
From station 10, the subsections are moved into the sand blasting and paint shed where they are cleaned and painted. Two more inspections are called: one after blasting and another after painting. These subsections are then moved to the shed where the larger subsections are made into one of the 88 sections. The completed 88 sections will then be lifted one by one
onto the slipway and joined together. BC Ferries and ABS will be called to inspect the connection of these steel sections, as well as the piping and wiring connections.
The first finished section will be lifted into place during the keel laying ceremony on January 2, 2007. The vessel will be assembled and launched in approximately 14 weeks clearing the slipway before being put alongside the pier at FSG where outfitting and finishing work will be done and inspections carried out for the thousands of different details to be installed, from telephones to carpets to main engine operation.”
Brian Nerada, Engineering Manager, Major Vessel Construction, conducts the first inspection of a subsection of module number B01, a double bottom tank amidships of the hull.
Assembling the subsections for one of the 88 sections.
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“I send my sincerest thanks
to two of your off duty crew
members who went far and
above the call of duty. I was
sailing from Tsawwassen to
Duke Point on the
Queen of Alberni when I noticed
that my right front tire was low.
When I returned to my car after
lunch my tire was completely
flat. I wasn't sure if I could even
try to drive off of the ferry so
I went to the Chief Steward's
office to find out what assistance
might be available. Two off duty
crew members from Tsawwassen,
Don Keaist, Second Cook, and
Barbara Johnson, Second
Cook, were in the office at the
time and immediately offered
to help. Don and Barbara had
a portable compressor in their
vehicle and attempted to inflate
my tire. When that proved to
be unsuccessful, they changed
my tire to my spare so that I
could get off the ferry and to
my destination on the Island.
They kindly refused any form of
compensation, saying they were
just pleased that they could be
of help. I will be forever grateful
to Don and Barbara for their
kindness and assistance. They
truly are good Samaritans.”
-Nanaimo
SNAPSHOTS FROM AROUND THE FLEET
Captain Orval Bouchard, Chair, Council of Masters, thanks Captain Steve Poole for his many years of service as Chair of the Electronics and Navigational Aids Committee. Captain Poole assumed the role of Marine Superintendent, North Coast, Prince Rupert on October 1.
Captain Jamie Marshall, Executive Director, Safety, Security & Environment, congratulates Captain Mike Carter on his retirement after 40 years with BC Ferries. Congratulations, Captain Carter. You will be missed!
Captain Gordon Nettleton, Marine Superintendent, Northern Islands (left), presents Rob Coomber, Mate, Saltery Bay, with a retirement certificate in honour of his 23 years with BC Ferries. Happy retirement, Rob!
After 32 years with the company, Peter Hildebrand, Manager, Tariff & Revenue Control, is hanging up his hat and heading into retirement. Happy trails, Peter!
Special thanks to the Spirit of Vancouver Island crew for going above and beyond in customer service. After learning that a customer was planning to propose to his girlfriend on the journey from Tsawwassen to Swartz Bay, the crew went to work and arranged a special table in the buffet. Thanks to Linda Pozzobon, Customer Service Attendant, for setting up the table and Mike Pilon, Customer Service Attendant, and Darlene Crawford, Second Steward, for ensuring everything went as planned for the happy couple.
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POWER PLAY SAVINGS FOR BC FERRIES EMPLOYEES!
As part of our new 2006-07 season sponsorship of the Victoria Salmon Kings pro ECHL hockey team, an affiliate of the National Hockey League’s Vancouver Canucks and the American Hockey League’s Manitoba Moose, BC Ferries
employees are eligible for terrific savings on home game tickets. Visit the intranet to find out how to access our exclusive ticket offer.
As part of our sponsorship, we’re supplying the team with the ferry travel portion of their road games, including meals in the Pacific Buffet. Watch for information about exciting in-game promotions at 24 home games, including BC Ferries' on-ice presence at the November 11, January 20 and March 17 games. Joining in the fun will be our Captain mascot, whose new home will be at the Save-On-Foods Memorial Centre in Victoria, where we’ll celebrate each Salmon Kings goal by sounding a ship’s whistle and awarding prizes to lucky spectators seated in the Captain’s deck located in section 105.
GOLFING FOR A GOOD CAUSEThis year, we donated the proceeds from our annual golf tournament, which was held at Arbutus Ridge, to the Cowichan Valley Basket Society Food Bank. Every year, the food bank serves more than 40,000 soups and sandwiches, gives out 3,000 food hampers and helps feed more than 4,000 adults and 3,000 children.
Funds were raised through the closest-to-the-hole challenge on the treacherous number 17 par 3 water hole. Players made donations for a chance at winning, but the real winners were those people in need as we were able to raise $1,000 for a great cause. The Cowichan Valley Basket Society sends a big thank you to BC Ferries' employees.
Jill Bonneteau-Smith, Administrative Assistant, Communications, and her sons, Jake and Cole, joined in the fun in the Captain’s Deck section at the Save-on-Foods Memorial Centre.
Competitors ready themselves for the SailPass Competition during an intermission at the November 11 Victoria Salmon Kings game. The Captain marshalled the race of three adult and child teams that raced around mock gulf islands. The first place team won a 7 day SailPass, two Pacific Buffet vouchers and two BC Ferries fleece vests, with the runners up receiving BC Ferries merchandise prize packs. Don’t miss the next on-ice promotion taking place January 20!
Steve Salaga, Business Analyst, Fleet House, (left) with Betty Anne Devitt, Director of the Cowichan Valley Basket Society (Food Bank), and Lorne Allison, Investors Group Financial Services.
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“My wife and I would like to thank
the kindness of one of your ticket
attendants at the Tsawwassen
terminal. My father and mother-
in-law were injured in a bus
accident that had happened on
the way to the terminal. We went
to get them in Richmond and
when we arrived at the terminal
the next sailing was already
full. The attendant took it upon
himself to get permission for us
to sail on that sailing rather than
wait so that we could get our
parents home and comfortable.
Thank you very much for the
kindness of your people.”
-Sidney
“As my family and I travelled
from Departure Bay to
Horseshoe Bay, my prescription
sunglasses slipped out of my
jacket pocket and were left on
the Queen of Oak Bay. The staff
in the administration office was
most helpful and reassuring in
the fact that someone would find
my glasses. We were visiting
from Calgary, but staying in
the Vancouver area for several
days. I received a phone call
around 7:00 p.m. that evening to
inform me that my glasses had
been found and I picked them
up the next day. The staff was
very professional, effective and
efficient. Keep up the good work!”
-Calgary
NEW UNIFORMS ARE HERE!Following a successful uniform clothing trial with more than 200 employees across 30 points of assembly, our new Managed Uniform Services program is beginning in December. Special thanks to the 13 employee representatives of the Uniform Working Group who worked diligently over the past year to develop a program that will provide employees with high quality, well fitted and practical uniforms. The Group was directly involved in all aspects of the new program, including the contract award, program development, field testing and garment selection.
When the program begins, Logistik Unicorp, which provides managed uniform services to more than 250,000 uniformed employees in Canada, including the Canadian Coast Guard, Via Rail, Parks Canada and Canada Post, will provide Canadian-made uniform items in a range of styles appropriate for all uniform positions. Basic uniform colours and logos remain the same for all positions with the exception of deckhands who will be eligible to receive khaki coloured shirts and pants.
A SYSTEM THAT WORKS FOR YOUAn innovative feature of the new uniform program is Logistik’s measurement-based sizing system that recommends garment sizes based on your actual body measurements. In addition, there will be an online ordering system where you will be
able to access Logistik’s secure website and view the uniform items before ordering them online, as well as a toll free number available for phone orders and customer service representatives to answer your questions.
HOW TO GET STARTEDIn early December, Logistik Unicorp will send all uniformed employees a start-up information package that includes a measuring kit and detailed instructions on how to order uniform items. Don’t forget that you need to enroll in the Managed Uniform Program and provide Logistik with your home mailing address and body measurements before you can order your new uniform. These steps are necessary to ensure that you receive uniform items based on your body measurements and that your items are mailed to the correct address.
DON’T MISS OUT!To ensure that your start-up kit reaches you, please access Employee Self Service on the intranet to verify your home mailing address. Alternatively, you may contact your local Employee Relations office if you need to change your contact information. We value the protection of your personal and private information and assure you that the information you provide will be used solely to provide you with a uniform that fits well and looks professional. If you have any questions about our new managed uniform program, please contact Gabe Tonin, Project Manager, at gabe.tonin@bcferries.com or (604) 204-2214.
Quathiaski Cove Deckhands Norm Barker, Glen Macklin and Rebecca Pidcock were all smiles as they checked out the new uniform offerings.
Tracey Stokes, Terminal Services Attendant, Campbell River, models the outerwear. The new outerwear has a breast pocket designed to accommodate a two-way radio and a tab for the microphone clip.
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“As I travelled from Tsawwassen
to Duke Point I became extremely
ill and was unable to leave the
car deck. My wife contacted the
crew and they came immediately
to assist me. The crew took me
to a private toilet and cabin
so that a doctor who happened
to be onboard could see me.
It was decided that I should
be met by an ambulance and
taken to Nanaimo Hospital. Your
employees were considerate and
caring at all times. Two of
the crew members even called
the hospital to see how I was
getting on. The crew gave service
beyond that which would be
normally required and we wish
to express our gratitude to all
staff who dealt with us that day.”
-Duncan
“Special thanks to Dino Silvano,
Customer Service Attendant,
for his skill and professionalism
in assisting me after I injured
my shin. Dino did an excellent
job of assessing and treating my
minor injury, talking me through
the cleaning and covering of
the wound and explaining
about follow-up care. He also
provided me with cold packs to
use on my journey. Perhaps
most importantly, he was able
to reassure and cheer me as I
was distraught and frustrated
about my stupidity in tripping on
the car deck. His approach was
caring and respectful, but also
light enough to help me put the
incident in perspective. Many
thanks to Dino and BC Ferries
for providing this service.”
-Ladysmith
A MEETING OF THE MINDSOn October 24, our Senior Chief Engineers gathered in Victoria to discuss engineering achievements over the past year, address current challenges and explore ways to improve the service the engineering team delivers to other areas of the company. The meeting was also an opportunity to present the new 2006 Engineering Achievement Award to Bill Connor, Senior Chief Engineer, Queen of Chilliwack, who accepted it on behalf of the vessel’s engineering team for their outstanding effort to improve the condition of the ship's bilges. The improvements to the bilges have important benefits for the safety and health of the crew and a positive environmental impact by reducing potential overboard discharge of chemicals. Each year, the Engineering group will set a new target area or action and will present the award to the ship with the greatest improvement.
Front Row (left to right): Paul Radford, Alex Nicholl, Jim Scofield, Steve Neish, Garry Hague, Ross Manton, Stuart Wills, Adrian Perkins, Lloyd Sim Middle Row: Mark Collins, Mike Ball, Taru Rana, Greg Stewart, Amarjit Clair, Eduardo Munoz, Bill Connor, Leigh Steele, Wayne Ralph, Angus Sutherland, Ike Khan, Borje Persson, A.J. MacEachern, Angelo Canagasuriam Back Row: Mark Nemeth, Terry Giles, Mike Swan, Dave Turrie, Mike Atto, Gary MacDonald, Amarjit Dhariwal, Gord Letkeman, Brian Erickson, Paul Furzeland, Dave Bartle, Rod Spence, Azmal Karim, Darren Greaves, David Hahn.
This year's award is for the most improved bilge area on a vessel. David L. Hahn, President and CEO, and Mark Collins, Vice President, Engineering, presented the 2006 Engineering Achievement Award to Bill Connor, Senior Chief Engineer, Queen of Chilliwack, and the vessel’s entire engineering team for their outstanding effort to improve the condition of the ship's bilges. Congratulations!
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WORKING TOGETHER WITH THE BC COALITION OF PERSONS WITH DISABILITIESIn 2005, BC Ferries and the BC Coalition of People with Disabilities formed the Accessibility Advisory Committee to pursue opportunities to increase accessibility for persons with disabilities at all BC Ferries facilities and on all vessels.
The BC Ferries members of the committee include Pat Morris, Manager of Operational Planning, Co-Chair; Bruce Paterson, Fleet Technical Director; Jeff Davidson, Director, Retail Services; Barb Britton-Wilson, Director of Catering; Gregg Clackson, Terminal Director, Swartz Bay; Roberta Chartier, Manager, Reservations System; and Gary Leitch, Manager of Stakeholder Relations. From the public, the representatives are: Pat Danforth, Disability Resource Centre, Victoria; Valerie Thoem, BC Coalition of People with Disabilities; Linda Bartram, Alliance of Blind Canadians, Victoria; and Julie Caudle, Alliance of Blind Canadians, Victoria.
Once a year the committee meets with its corporate sponsors, Mark Collins, Vice President, Engineering; Geoff Dickson, Vice President, Food & Retail Captain George A. Capacci, Vice President, Fleet Operations; , and Manuel Achadinha, Vice President, Terminal Operations, to report on progress from the previous year, outline plans for the coming year, and raise any significant challenges the committee sees which may impact its work.
“The work of this committee is very important to the company,” said Captain Capacci. “As our customer base ages, we anticipate that more of our customers will have significant accessibility challenges. The more we can design all of our systems, ships and terminals to meet the needs of those with accessibility issues, we improve the service for all our customers.”
Pat Danforth of the Disability Resource Centre says she is particularly pleased to be working with BC Ferries. “Ferries are an important part of the lives of everyone living on the coast. It’s gratifying for those of us representing the public to know that BC Ferries is as responsive as it is. It’s fun working with BC Ferries; I’m learning a whole new set of acronyms!”
The Master Planning process for our major terminals and the newbuild program for ships present major opportunities to improve the accessibility of our facilities. The committee is now working on criteria to recommend when and where investments should be made. Many of the changes that need to made and some that already have been made are subtle and may not even be noticed by those who don’t need them. A case in point is the recent change made to poster board menus in the cafeterias on the Spirit vessels. While they may not be noticed by everyone, the changes have been very beneficial to our VIPs (visually impaired persons) travelling on our Spirit-class ships.
Have questions or suggestions for the Committee? Contact Gary Leitch, Manager of Stakeholder Relations, at (250) 978-1186.
“We were en route to Galiano
from Vancouver, but due to my
mistake, we arrived one hour
ahead of the arrival time instead
of one hour ahead of the sailing
time. Needless to say, we missed
our ferry. The woman at the
gate who was helping people
was great. She was empathetic,
a great problem solver and
went out of her way to find a
way to get us to our wedding
reception on time. By finding the
innovative solution that routed
us through Victoria and out on
the first ferry from Swartz Bay
in the morning, she saved our
weekend. People who handle
customer issues with such care
and thoughtfulness are rare.”
-Vancouver
“My husband and I were
recently passengers on the
Queen of Oak Bay. Our first
surprise onboard was the newly
refurbished ship. It was very
nice and the service was great
as well. My husband and I
were walk-on passengers and
required assistance on both trips
coming and going. I must say
the staff were friendly and most
helpful and went out of their way
to make us comfortable, even
delivering our lunch to our table.
Thank you to all of the crew.”
-Duncan
Pat Danforth, Employment Coordinator, Disability Resource Centre, and Director, BC Coalition of People with Disabilities and Gary Leitch, Manager of Stakeholder Relations, prepare the agenda for the next committee meeting.
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"Kudos to Gary Law, Deckhand,
and Terminal Services Agent at
Denman East for consistently
receiving positive compliments for
the excellent service he provides
to travellers visiting Denman and
Hornby Islands. Good work, Gary!
Your kind and generous nature is
a positive reflection on all the
employees at BC Ferries."
“Hello I would like to thank the
staff who gave us EXCELLENT
service on the Horseshoe Bay
- Departure Bay run. I was
travelling with five adult dogs and
seven puppies. The employees
in both terminals and onboard
were wonderful, making sure to
load us in an area with lots of air
circulation so our dogs would stay
as cool as possible. I just wanted
to say thank you and let you know
the service we got was triple A.”
-Nanaimo
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GETTING IN THE ZONE AT SWARTZ BAYSwartz Bay terminal was filled with smiles on August 25 as we hosted KidSport™ Funzone, an afternoon of interactive demonstrations by local sport organizations. The KidSport Funzone gives young people an opportunity to try a new sport and expend some energy while at the ferry terminal. Kids were invited to participate in activities presented by BC Sports Hall of Fame, Golf BC, PacificSport, Softball BC and Weightlifting BC. The afternoon also featured prize giveaways and a special appearance by our mascot, The Captain.
KidSport, the charitable arm of Sport BC, helps address financial obstacles that may limit children and youth from playing sport. Since 1993 The KidSport™ Fund has raised and distributed over one million dollars to children and youth to support their sport activities. To date, BC Ferries has raised more than $75,000 for this valuable organization through a charity golf event,
as well as a portion of sales of special KidSport™ breakfast and lunch meals onboard select vessels. BC Ferries has also provided travel support to 45 different sporting clubs representing 22 sports via BC Ferries/Sport BC’s Sporting Life on the Coast travel assistance program.
AUTO TICKETING PILOT PROJECTAs an added convenience for our foot passenger customers, we’re testing a new automated ticketing system at Tsawwassen and Swartz Bay terminals. The system is designed to simplify ticket purchases and speed up the foot passenger loading process. Customers have the option of using an automated ticketing kiosk to purchase tickets and receive boarding passes for foot passenger travel on the Tsawwassen – Swartz Bay, Tsawwassen – Duke Point, Tsawwassen – Gulf Islands and Swartz Bay – Gulf Island routes. The project, which began in September, will run until December, at which time we will solicit feedback from employees and customers and evaluate the project’s success to determine if automated ticketing should be expanded.
Liz Siddull, Customer Service Attendant, at the auto ticketing booths at Tsawwassen terminal.
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“I am writing to thank two of your
staff for their prompt assistance
in the recovery of a lost watch
that was of no material value,
but great sentimental value to
my husband. It had belonged
to his father who passed away
over 18 years ago. He had
taken it off in the car to change
to daylight savings time and
must not have tightened it
properly when putting it back
on. He was travelling on the
Queen of Oak Bay when he
discovered it had slipped
off his wrist. He went to the
chief steward who then called
Terri Scott, Ticket Agent, at
the Horseshoe Bay terminal.
Terri went out, found the watch
on the sidewalk and reported back
to the Chief Steward much to the
relief of my husband. It had a
broken crystal but he is delighted
about its recovery. Terri said she
would send it to Tsawwassen,
which is closer to where we live
in White Rock. We both thank
you with heartfelt gratitude.
Keep up the great work.”
-White Rock
“I must compliment you for the
condition of the ferries we were
on as we travelled to Vancouver
and back. They were clean and
well-maintained, the staff was
pleasant and helpful, and we
enjoyed eating in the cafeteria
where the food and service
were both very good. So, keep
up the good work. I certainly
enjoyed the experience and hope
to use your service again soon.”
-Vancouver
TRANSAS TRAINING WITH CAPTAIN MILLIGANOver the past year, Captain Dave Milligan, who is certified by Transport Canada and Transas to provide training on the basic theory and use of Electronic Chart Display and Information Systems (ECDIS), has been conducting training courses for officers who will be in charge of a navigational watch on vessels equipped with ECDIS. Transas is a world-leading supplier of a wide range of software and technology, including navigation, shore-based and simulation systems for the aviation and marine industries.
The three-day course emphasizes that ECDIS is part of an integrated navigation system that includes radar, various sensors and Automatic Information Systems. The trainees perform exercises that provide practice in setting up the ECDIS display, planning and monitoring a route, and responding to system alarms. The exercises emphasize basic navigational functions in a real-time navigational environment and require the students to perform actions necessary for a safe navigational watch.
In addition, trainees receive instruction regarding the basic theoretical aspects of ECDIS, the principle types of electronic charts and the legal aspects of the use of ECDIS. When the crew is trained and utilizes the system properly, they find that their workload is reduced and their situational awareness increased. On successful completion of the course, the students are issued a Transport Canada approved certificate. To date, 140 certificates have been issued to BC Ferries’ officers.
MORFITT SAFETY REVIEWAn update from David L. Hahn, President & CEO:
This past July, we commissioned former Auditor General George Morfitt to conduct a comprehensive, independent review of all BC Ferries’ safety practices to ensure that we continue to operate one of the safest ferry systems in the world. Mr. Morfitt and his team have been conducting interviews with numerous internal and external parties, including management, employees, regulators and the BC Ferries and Marine Workers’ Union, and have access to all of our operations, including Operational Safety Logs and external and internal audits. We look forward to the report, which we expect will be released publicly in early January, and are prepared to make whatever changes are recommended by Mr. Morfitt and his team to ensure the ongoing safety of our customers and employees. Thank you for your support as we await the results of this important and comprehensive safety review.
The Transas Electronic Chart Display and Information System (ECDIS) onboard our Spirit-class vessels. We are currently installing the ECDIS system on all of our C-class vessels.
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JOINING FORCES FOR SAREX 2006On Sunday, October 15, BC Ferries participated in the Canadian Coast Guard’s SAREX 2006 Ship to Shore training exercise to test its Major Maritime Disaster Contingency Plan. We were one of many organizations in the mock emergency situation that was played out onboard the Queen of Nanaimo. SAREX 2006 was an opportunity for various federal, provincial and local agencies to practice jurisdictional roles and inter-agency working relationships, and assess the resource capabilities to respond to a major maritime incident on the west coast. Coast Guard ships and hovercraft, Canadian Forces search and rescue aircraft and other assets joined together to make the exercise a success.
Special thanks to the many BC Ferries employees who participated in the exercise on a rainy and windy Sunday. It was an excellent opportunity for our emergency responders and crews to keep their response skills sharp.
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THE WAVE is looking for stories, events and photos from throughout the fleet.
The next deadline for submissions is January 31, 2007.
Contact THE WAVEErinn Grant, Editor 1112 Fort Street Victoria, BC V8V 4V2 Tel: 1-877-280-1419 Fax: (250) 978-1119 employees@bcferries.com
THE WAVE
It’s time once again to unpack the decorations, unravel the strings of lights and pull on that Santa hat in preparation for this year’s Spirit of the Season tree decorating contest taking place November 27 – December 18. The contest is open to groups of employees from all areas of the company. The trees will be judged for creativity, team effort and most in keeping with BC Ferries’ Life on the coast theme. There are some great prizes to be won, so check out the intranet for all the details.
This holiday season, we’re putting up lights, handing out candy canes and bringing Santa onboard to share some festive cheer with our co-workers and customers. Beginning in early December, the Spirit-class vessels will be decorated with lights, our ticket booths adorned with wreaths and seasonal goodies available in the buffets and cafeterias. As the month moves on, candy canes and customer information pamphlets, featuring travel tips and promotional discounts, will be handed out at the ticket booths. Watch for Santa who will be making special appearances onboard from December 21 to 24.
HAPPY HOLIDAYS TO YOU AND YOUR FAMILY!
Congratulations to Nancy Gerein, Catering Secretary, Departure Bay, who entered the winning photo in our Christmas card contest. Nancy submitted this great shot after we put out the call for a photo that could be used for this year's company Christmas card. Thanks, Nancy!
WHOSE TREE WILL TAKE TOP BRANCH THIS YEAR?
Season’s Greetings
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