TD's statement on Ombudsman's report

The Transport Department (TD) agrees with the recommendations in the investigation reports released by the Ombudsman today (Wednesday) but is disappointed that despite the facts and clarification put forward by the Department, there is still some misunderstanding on the tendering arrangement, service capacity and TD's contingency and publicity arrangements.

"While there is always room for improvement, our staff made every reasonable effort to introduce the new licenses as best possible, in accordance with our role as monitor and the provisions of the Ferry Services Ordinance," a TD spokesman said.

"TD has always assumed the responsibility in ensuring services are provided to meet public needs and had worked hand in hand with the ferry operator, and concerned departments to monitor the situation on April 1, 1999."

"While we agree to the recommendations which stress the need to improve communication between the ferry operator and passengers, we are in fact giving priority to it following our own review of the arrangements since April 1999."

He said: "We well understand passengers' wishes for better services, and will continue to strive to help achieve them. It is also important to note that :

	Ferry services were maintained without interruption and generally smoothly.
	The main confusion on April 1 was caused by the temporary breakdown of Hongkong and Yaumati Ferry(HYF)'s ticketing system which HYF, as operator, had tested and operated smoothly on the first few trips.
	The overall capacity provided on April 1 was adequate throughout the day, including the peak period.
	To allow for possible mismatches between travelling pattern and capacity, supplementary sailings were available, and operated on April 1.
	On local consultation, TD has followed well-established consultation procedures and had made changes following consultation. "

"It should also be noted that a ferry operator has the obligation to meet passenger demand and expectations in a reasonable way taking fare consideration into account. Since 1 April 99, demand for fast ferries at peak periods has been growing," the spokesman added.

"It is important to allow the ferry operator to adjust their services in step with any changes in passenger demand."

"Our earlier review found that there was a lack of trust between the operator and some outlying island residents. Despite service improvements since April, there was still dissatisfaction with the services provided and over the lack of a long term service development plan."

"As a supplement to the existing well established consultation channels, TD is carrying out a passenger opinion survey. This will provide a clearer picture of passenger views on key service characteristics, including the balance between fares and quality of service."

"A new operator will take over these services on January 15. He will take the feedback from the surveys into account in developing the way ahead, after further consultation with the District Council, Area Committees and user representatives."

Tuesday, January 12, 2000