The development targets which emerged in the customer survey conducted in 2012 can be seen in the operations of the vessel traffic services. Last year (from 14th June to 1 September) we gathered information on how the operations of the VTS, GOFREP and Turku Radio have met your expectations and how we could improve our activities to more accurately respond to your needs. The data was collected by means of an anonymous feedback questionnaire.
The Vessel Traffic Services Unit has focused on improving customer service by e.g. organizing language courses for the VTS operators and diversifying the implementation of legal matters in VTS operations. Uniform operating instructions and simulator training in the different areas have been adopted.
In the simulator training for VTS operators, it is emphasized that operators exercise their full authority and carry out timely intervention in traffic situations. In order to strengthen the role and impact of the VTS , the section which clarifies legal matters and the authority of the VTS has been expanded in the VTS operators' training programme. In addition, a standardisation of phrases in English has been initiated.
Bothnia VTS is once again part of the Finnish Transport Agency's VTS operations. There is an ongoing effort to develop Bothnia VTS and it has been decided to extend the service level to also cover traffic organization and navigational assistance as from 1st June 2013. More information about this will be provided in maritime publications.
Wintertime cooperation between VTS, icebreakers and pilots in the area will be improved. Cooperative meetings will be held more frequently and e.g. the pilot boarding positions have been determined in co-operation with pilots.
In order to speed up the flow of information, the Master's Guides have now also been published in HTML format and the data is also published abroad.
The feedback supports that English should be the sole language used by vessel traffic services in sea areas. Actions will be taken to prepare for this measure, which will improve maritime safety.
We thank all respondents. All feedback is vital for us in order be able to assess the quality of the vessel traffic services and maintain the level of service. Gathering and following up feedback is part of our quality system. The work to improve the vessel traffic services continues and we hope you will give us more feedback in the future. We carry out customer and stakeholder surveys every second year, which means that the next questionnaire will be sent out next year, in 2014.
Further information
Thomas Erlund
Head of Vessel Traffic Services Unit
Phone 358 20 637 3213