About CalMac Ferries Ltd
Introducing CalMac Ferries Ltd
CalMac Ferries Ltd (CFL) is a wholly-owned subsidiary of David MacBrayne Ltd, which is wholly owned by Scottish Ministers.
Previously operating as Caledonian MacBrayne Ltd, CalMac was created in October 2006 to bid for the Scottish Government contract to operate Clyde & Hebrides Ferry Services, which it subsequently won.
At the same time Caledonian MacBrayne Ltd changed its name to Caledonian Maritime Assets Ltd (CMAL) and retained ownership of the vessels and piers which it leases to the operator of the Clyde & Hebrides Ferry services (currently CFL). CMAL is also wholly owned by Scottish Ministers but is entirely separate from CFL. Although they have the same shareholder, each has its own Board and their relationship is solely contractual.
CalMac Ferries Limited has one wholly owned subsidiary; Caledonian MacBrayne Crewing (Guernsey) Limited, which employs and supplies all sea going staff (approx 770) to CFL.
There are currently 27 routes within the network. In the 12 months to December 2014, nearly 4.7 million passengers, 1.1 million cars, 93,000 commercial vehicles on 130,000 annual sailings.
CalMac Ferries Ltd is the UK's largest ferry operator in terms of ships (32) and destinations served (27)and one of the largest transport operators in Scotland.
It is a multi-award winning ferry and port operator and ship management specialist providing essential lifeline services and logistical support to island and remote communities
In delivering the Clyde & Hebrides Ferry Services (CHFS) contract, CalMac is focused on delivering customer service to the highest standards possible and achieving added value within the contract specification for communities, businesses, tourism, our employees and for the taxpayer, via The Scottish Government and Transport Scotland - i.e. improving value for the investment made.
We can trace our heritage and the provision of lifeline ferry services back more than 160 years. CalMac is part of the DNA of the Highlands and islands and embedded in the local community where it plays an integral part in the economic sustainability of the area's social and business life.
CalMac employs 1,342 people, including 200 at our Gourock headquarters - this means we are one of the largest businesses headquartered in Scotland.
We are easy to do business with and have formed a series of strategic partnerships at local, national and international levels to help enhance our customer service.
Delivering value for Scottish Government/Transport Scotland
While continuing to improve services, CalMac is committed to maximising benefits from the Scottish Government subsidy to ensure best value for the public purse. It returns to the Scottish Government any profit we achieve over and above the £1.5 million pre agreed profit level.
Quality senior management
Led by Managing Director, Martin Dorchester, CalMac's senior management team has been reshaped in recent years and is implementing an organisational change programme with a customer/commercial focus designed to achieve further service and safety improvement, operational efficiencies and cost savings.
While CalMac already achieves technical reliability of 99.94% and punctuality of 99.79% it is implementing a modernisation programme that will improve operational efficiencies and enhance the customer experience.
Our experts work closely with Transport Scotland to support implementation of the Scottish Government's Ferry Plan (2012 - 2022) and to innovate in areas such as marine technology and lower emission fuels.
Delivering value for communities
operating as a publicly-owned company delivering a commercial contract helps support evolution of these lifeline services to meet the changing needs of the islands. Operational decisions are never taken on a purely commercial basis.
CalMac undertakes significant community and stakeholder engagement on a daily basis. The majority our employees live in the communities we serve giving us a unique insight into local issues and sensitivities.
Service improvements are made in response to feedback from communities, customers and stakeholders. This engagement has led to investment in new and expanded services and improved connectivity.
Supporting local businesses
CalMac supports businesses in the community by sourcing the majority of our goods and services from the local area. This includes much of the food and drink served every day on the ferries.
Ability and willingness to respond
CalMac is geared to respond effectively to day-to-day issues and has a proven track record in helping tackle weather-related crises faced by local islands.
Adding value in tourism
CalMac's role goes way beyond simply transporting people by sea for holidays and short breaks. We recognise its critical importance in achieving Scottish Government objectives, benefiting communities, boosting local and tourism businesses while growing our business. More visitors mean more spend in shops and restaurants. Increased ferry traffic also leads to greater investment in island infrastructure which helps everyone.
We add value in tourism by working with national and local tourism bodies, partnering with local attractions and supporting local events and investing in marketing initiatives.
Adding value - our staff
Staff commitment is supported through training programmes tailored to our needs which go beyond legislative or contract requirements. Many are based on national standards and best practice which we view as essential in improving customer service. Our training programmes also benefit the community by helping improve staff progression and earning power, encouraging retention of skills locally.
Measuring added value
Recognition of our high quality standards of customer care have come from multiple best ferry company, Scottish business and transport awards. The overwhelming majority of feedback from our regular customer surveys is also very positive - in 2014 CalMac scored 8.3 out of 10 for the quality of overall customer experience and 8.1 out of 10 for likelihood to recommend CalMac.