Blog post: PSS visit to CalMac

Debbie Cavaldoro recently visited CalMac operations on Islay, to meet the teams that run their port operations and understand some of the issues that arise at these specialist ports.

After getting the ferry from Kennacraig, the first stop was Port Ellen where Debbie observed the loading and unloading of one of CalMac’s lifeline services. It was clear that this was an operation the port and ship’s crew understood very well, without letting complacency creep in. Both teams understood the need to hold a short toolbox talk before unloading and reloading operations commenced, to ensure everyone was aware what was coming up.

Like many CalMac ports, despite being a small port, Port Ellen is incredibly busy, providing lifeline services, tourism, and hauliers from the thriving whisky industry. Port manager Linda Kirkpatrick explained the complexities of dealing with these three different customer bases, particularly in poor weather. When the ferries are unable to run, tourists are not able to get to the island, putting a strain on the hospitality industry; whisky companies are unable to get ingredients in or bottles out, and the shops that provide locals with their food, medical suppliers and other vital products are not able to deliver. “Everybody is affected, and we are on the front line of that discontent, even though it is completely out of our hands”, she said. Discussions covered a wide range of issues, including career pathways, apprenticeships, qualifications, and the skills required to meet the evolving demands of the sector.

Next stop was Port Askaig, a port owned by the local council but with a large CalMac presence. Port Askaig and Port Ellen work closely together and both deal with all three sectors. However, Port Askaig only has a small space in front of it and sits at the bottom of a steep and winding road which adds to the complications. Hauliers often park in the wrong places, tourists go the wrong way and there isn’t enough parking if too many turn up early for sailings.

The port workers themselves have been on a journey recently, looking to overturn a period where standards and customer feedback were declining. Staff had been under pressure when a new ticketing system was introduced and this in turn had led to a general downturn in performance. It was clear that culture among the team was impacting all areas of the port’s operations.

CalMac responded to this and other issues raised across the company, by restructuring and adding a layer of middle management to enable better lines of communication between senior managers and those working in the ports, ensuring that the voices of those on the frontline are heard. The team at the port was also restructured and work undertaken to improve the culture. Within just 12 months, Port Askaig had seen a massive turn around, with all performance measures improving and the staff themselves noting a much more harmonious, safe and pleasant working culture.

The final stop was a visit to the largest commercial sector in Islay – the whisky distilleries. Conversations covered general issues of running a business on an island with such a small population, but a world-famous product. With two more distilleries coming online shortly and many CalMac sailings already full, both sectors are working together to protect the reputation of the island and its brands whilst ensuring that business and the island thrives. And of course, it would have been rude not to have a small dram while we were there (for research purposes only!).

Many thanks too Fraser Wallace, Duncan Mackison, Diane Burke and Linda Kirkpatrick who took time out to show me around Islay and their operations. Getting out and meeting members and highlighting the important work they do, is a vital part of PSS’s work. To organise a tour of your port, please get in touch.