A little long, but here is my submission to the BC Ferries Commish. BC Ferry Commission PO Box 9279 Stn Prov Gov Victoria, BC V8W 9J7 Dear Mr. Macatee, By way of introduction, my name is Sean Smith and I am the creator of the Dear BC Ferries viral post and Facebook Page. As I am sure you aware, the post and Page have shown that public sentiment about BC Ferries is less than positive. My submission about BC Ferries Flexibility and Digital Experience Initiative is two fold; One to address the Initiative and one to address the public sentiment that I have seen on my Social Media Channels. First, I have some very serious concerns about the Fare Flexibility and Digital Experience initiative, itself. Not so much about the concept (which has does some value) but in the implementation. From my research, the ACE (Automated Customer Experience) program, which is supposed to be upgrading the computers / POS software and integrate with a new CRM, has been in the BC Ferries Business Plans and budgets since 2012. The Website Software Upgrade has been in the Business Plans and Budget since 2013. Considering that your office had concerns about the ACE program (addressed in a December 2013 Program Review), I am sure you can understand my concern, as a ferry user and taxpayer, we are potentially looking at a TransLink Compass Card style implementation, with massive cost overruns and timelines not met. I (and many whom I have talked with) have concerns that the 2017 start date is a cover up for an already failed and flawed implementation. Second, since launching the Dear BC Ferries Facebook Page (which adds about 200 new followers a day) there has been one comment that has been Loud and Clear; Ferry fares are getting out of reach of the average users. While I am sure that the Management Team at the BC Ferries Head Office got recommendations from highly paid analysts, telling them that a new digital reservations system will help increase ridership thru ease and flexibility of reservations, I am hearing different from the actual users of the ferry system. Flexibility and Digital Experience aside, many will still not be able to afford to ride the ferry system, except out of pure necessity or emergency. With another fare increase on the horizon in 2015 (and likely 2016), even the proposed discount features will still see the final cost, at check out, beyond that of many who need the ferry system, both on the Islands and on the mainland. I am fully aware that BC Ferries faces some significant challenges ahead and that revenue to pay for large capital expenditures is going to be needed. We, the users of the ferry system, do not believe, however, that the revenue should be found in features that are non-essential to the actual operation of the ferry. We do not need a fancy reservation system or a large on-board restaurants to improve our experience. We need a safe and efficient extension to our highways system, that runs on a regular and reliable schedule and does not empty the pocket books of hard working British Columbians or adventure seeking tourists. On behalf of those who follow the Dear BC Ferries Social Media channels, we ask you, as the BC Ferries Commissioner, to reject the proposal on the table now and tell the management of BC Ferries to revisit the plan with an eye to upgrade only what is required to make the system operate effectively and focus the remaining funds on saving the ridership money, rather than making a profit for our marine highway system. Sincerely Sean Smith Campbell River, BC
Posted on: Sat, 06 Dec 2014 05:23:10 +0000
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