Don't Blame Fullers!

Those who blame Fullers for queues and delays at each end of the Devonport/CBD ferry service during the big Rugby World Cup Party celebrations a couple of Fridays ago, make the same mistake as those who blame Veolia for what happened to the train services. As newspaper reports have gradually peeled layers off the onion of that rather public Auckland failure, it has become clear that while institutional eyes were firmly on the ball of a game of rugby at Eden Park, those same eyes were off the ball of a very large fireworks party on Auckland's waterfront.

Some say: "we were victims of our own success", others admit: "there was a collective failure of planning". And so many individuals claiming to have guessed the numbers of people who would flock to the waterfront, issuing email trails to the media, remembering who said what at meetings. As if it really matters....

It was a collective failure of planning, but it was also the predictable result of the failures that occur with peak travel demand. It's what almost happens every morning and every night on Auckland's motorway system. It gets almost grid-locked because its ability to cope with demand is almost at its peak.

When demand moves a bit past that peak - such as what happens to motorway systems out of Auckland - North and South - when there's a long weekend and the weather forecast is fantastic - then we see gridlock. Nobody goes anywhere for a long time.

At those times demand needs to be managed. And it's not by suddenly supplying a whole bunch of new motorway capacity.

Just as it's just not possible for Veolia or Fullers to suddenly build a whole lot of new trains and new stations to meet a sudden surge in demand. So don't blame them for not meeting the demand. Sure they can do a better job - provided they are paid to and it's part of the contract - in terms of putting guards in train carriages, and increasing service frequencies - subject to stations also coping with increased service loads, and subject to there being extra rolling or floating stock.

I well remember other times when Devonport Ferry service has been criticised. One time was a very popular Auckland Marathon event which started at Devonport's Windsor Park. Around 250 athletes didn't make the start because they were stranded in Auckland ferry terminal. Even though athletes had to register in advance, so numbers were known, organisers had failed to communicate this information to the ferry operators or to ARTA (who then funded Fullers to provide the service). At the time local voices criticised Fullers, but Fullers did their best on the morning.... It wasn't their fault...

Planning is everything when it comes to managing crowds at events.

200,000 people plus attend Christmas events and others of similar size on the Domain. They come from far and wide. But they come. Those events last a good long time. Some might have a fireworks display but it's just a part of a several hours of entertainment, and people come gradually, throughout the evening, and some go before the big bang. Still had a good time.

Those in charge of Rugby World Cup festivities in Auckland made the mistake of emphasising one specific event which required people to be at the waterfront at a very specific time. This was the fireworks display. 15 minutes. And it was heavily promoted. It was a beautiful night. Everyone came. They demanded transport. Demand exceeded peak. Gridlock. Q.E.D.

There are adaptive fanzones all over Auckland now. We see some of them in the media. Like the bars and restaurants in Kingsland. There are other opportunities. Like Queen Street. Like Aotea Square. Where fun can be spread out. In time and space.

We can learn from what happened by not planning for a repeat performance. A repeat performance is almost guaranteed if the powers that be decide there will be a fireworks display at the end of the RWC tournament that you can only see from the Waterfront, and that you see best from the VIP platform at the end of Queens Wharf.

Dignatories will have a great time. Might even think of getting there by helicopter or by boat to avoid the crowds. Imagine that. Private ferry service.

But everyone else who wants to come to the party must take a risk and plunge into the CBD at the Waterfront (fit young things and tough old things), while everyone else stays at home and watches TV (families, mum and dad, older people....the majority).

Spread the love guys. Plan for a party across Auckland.

Auckland Rail Blame Game (2)

I thought you'd like this crowd control system in Victoria, Australia. "....The officers and horses are equipped with riot gear to protect them from any indirect projectiles or attempted assaults, as well as reflective tape to aid visibility. Mounted police are often employed in crowd control because of their mobile mass and height advantage...."

Yesterday, Monday after Friday's rail chaos, there were a number of interviews which I thought I'd interpret. Read between the lines. Offer my perspective. I'll skip the ones in the morning because they were all a bit overheated.

But first of all, a story. When I was a North Shore City Councillor, I was also on Devonport Community Board. Devonport hosts a big event - The Devonport Food and Wine Festival. Every year the organisation that runs it - Devonport Rotary (to generate money for various good causes in the community) - comes to Devonport Community Board in support of its application to run the event on Windsor Park at the waterfront.

One year I remember, Devonport Rotary had been a bit too successful with its promotions of the event. It had sought permission for an event of about 20,000 people over two days. But what happened was the event - and Devonport - were basically overwhelmed because around 40,000 came to the party. The event organisers closed the barriers around their event - they had sufficient security for the event which was enclosed in a wire fence - so the rest spilled out into Devonport streets, squares and waterfront areas, and got quietly pissed in public. They did other things in public too. There was quite a public backlash. Devonport Rotary was called to account by the Community Board.... and when Devonport Rotary came along the next year to seek permission we were very keen to make sure they didn't overdo the promotion. In short we got involved in event management and crowd control.

(PostScript: Needed to add this bit on Wednesday morning after reading about McCully's takeover of Auckland's waterfront, after his gated party central on Queens Wharf got mobbed.

The equivalent in Devonport would have been for Rotary to annex Devonport's town centre!

McCully's Government is stepping way over the line here. And in who's interest? The International Rugby Board? The National Party election campaign? Because I don't think McCully's knee jerk actions are in Auckland's best interests. A rational national approach to the situation Auckland finds itself in, would be a partnership between the police and Auckland Council, the rapid development of a crowd management plan, and the managed redirection of crowds to existing alternative locations. The easiest would be to pedestrianise Queen Street from Quay Street to Aotea Square, and to relocate some attractions to Aotea Square. And an associated media campaign to direct crowds to different attractions at different destinations. A strong, but organised and directed police presence would be essential (not on horses). Crowd monitoring (helicopter or whatever) would provide info to a crowd control office. This info would be used to manage the police presence. Their job would be to firmly direct and redirect pedestrian movement. This would not dampen party spirits. It would give people confidence the event(s) would be safe to attend. Sending people onto Captain Cook Wharf at this late stage is not a good option.

I must confess a part of me secretly likes Government taking control of Captain Cook and the West edge of Bledisloe from the Port Company for Party Central. Just as I quite liked Govt stepping in to take Queens Wharf for that purpose. Next step? Cruise ship terminal on Bledisloe. Not on Queens Wharf....)

Back to Friday.

The first interview of interest that I heard yesterday was on National Radio with the CEO of Veolia Auckland. Graham Sibery I think. Interviewed by Mary Wilson in her usual combative, not really listening sort of way. But I was listening. It was interesting that the CEO of Veolia was the only person being interviewed on CheckPoint. Here's what I heard him say:

* we had an agreement with Auckland Transport to carry 15,000 fans to Eden Park for the game (from Newmarket and Britomart and presumably stations along the way)
* the stations are basically "unmanned"
* we had people climbing on the trains
* the rail system was basically overwhelmed

The interviewer wanted him to fall on his sword of course. She wasn't really listening, and she didn't know the organisational background and responsibilities that underpin Auckland Transport services.

But I have some idea.

Veolia has a service contract with Auckland Transport to operate and maintain the trains which are publicly owned. KiwiRail has a contract with Central Government to maintain the rail network. But it is Auckland Transport that has responsibility for operating and maintaining Auckland's railway and ferry stations. And Auckland Transport is answerable to Auckland Council.

There were two events on Friday night. Rugby at Eden Park and the Rugby World Cup festivities on the waterfront. Auckland event management and control is fundamentally the responsibility of Auckland Council - though this duty is discharged through a variety of boards and committees where other stakeholders are represented.

Auckland Council owns and is responsible for Auckland's streets and Auckland's ferry and railway stations.

So. Veolia has a contract with Auckland Transport to carry 15,000 people to see the rugby and attend the opening at Eden Park. I explained in yesterday's blog about this that Auckland's rail infrastructure carries about 3,600 passengers/hour/line at peak commute times. (Because it is a limited service today). I imagine then, that to carry 15,000 people to and from the game, Veolia will be relying on passengers tolerating crowded trains, and assuming it will meet its obligations by moving about 6,000 from Newmarket and Britomart respectively over a two hour period, and about 3,000 from the West. These numbers are informed but speculative. I haven't sighted the event services contract.

So now we come to the second significant interview of the evening. That's with Mayor Len Brown by Mark Sainsbury on CloseUp after TV One News. Len Brown apologised first up, and then appeared to blame everything on the fact that 200,000 people turned up at the Waterfront instead of the 120,000 he figured would come.

What was the transport plan for getting people to and from the waterfront? Veolia had contracted to get people to Eden Park. That's a fair question?

It is interesting that there doesn't appear to be any push from politicians to haul Fullers over the coals in public in the same way that Veolia is being hauled over the coals.

Ferry services are handled slightly differently to rail. Fullers is contracted with Auckland Transport to operate the ferry services, AND to handle ticketing and manage the ferry terminals. Effectively ferry stations. So it's a more horizonatlly integrated contract with Fuller. Passengers step into Fuller's hands pretty much from the moment they walk into a ferry station to when they walk out of it. Fullers collects the whole farebox too.

But that's not what happens with Rail. Auckland Transport runs the stations, issues the tickets, collects the farebox - and sub contracts to Veolia the running of the trains. I'm not sure exactly where you draw the line on a station platform between Veolia's responsibility and Auckland Transport's responsibility, but you get the picture. Basically Auckland Transport - under control of Auckland Council - is responsible for everything that happens in Auckland's railway stations.

Which as Veolia's CEO explained are basically "un-manned" - except for Britomart - because that's where tickets are issued (unless you get one on the train, and when travel is free there's no need for ticket collectors.....)

You don't have to be a rocket scientist to see what happened.

Auckland Council permitted two hugely popular events at each end of its main railway line (Eden Park and Britomart). Auckland Council anticipated about 60,000 at one, and at least 100,000 at the other. But only contracted with Veolia to get 15,000 to Eden Park.

Auckland Council and Auckland Transport appear to have made no effort at all to stop crowds of people from flocking to station and ferry platforms all over Auckland, and - as both Len Brown and Veolia's CEO said - overwhelming the system.

My experience at the city ferry terminal was that it was overwhelmed - not by people coming over from Devonport - but by people who had been attracted to the waterfront to see the fireworks and who realised their only way to get a good look was to be over the other side of the Waitemata. They jammed the terminal so completely - let in first by Fullers ticketing staff, who then closed the gates to the terminal - that people could not get off the ferries. But there were so many others outside the gate, spilling out into Quay Street, that no-one could get of the terminal either.

So yes. The transport systems were overwhelmed.

But it is not because of Veolia that there was chaos.

The chaos arose because Auckland Council did not plan properly for the inevitable crowds. Central Govt shares this responsibility also. They now need to share the management of Plan B.

Mayor Brown's comments suggest Auckland Council simply hoped that crowded stations would be cleared by a steady stream of empty trains (let alone ferries). But 15,000 doesn't make much of a dent in 100,000 - let alone 200,000 - especially when they're going in both directions! Hope is not enough. I'm sure Veolia's report will make interesting reading, but that's not the report I'll be looking for. Auckland Council and Auckland Transport and the Event Managers need to get together and write a report we can all learn from so crowd chaos doesn't happen again.

Auckland's waterfront is becoming a party place at last. Make it a safe place to be, to get to, and to get home from. But don't take risks putting all our eggs in one basket down there for the really big crowds - when other adjoining public places and streets can be used more effectively and made safe.

Bikes on boats

This is a good news story. The photo here was taken at 8:00am on Tuesday 8th December on the good Fullers Ferry Kea, just before she left Devonport for Auckland. I could've taken a similar photo any other weekday - at about this time. Note the absence of lycra, and the bikes handing from the rack in the background...

As you can see there was not much room for any more bikes. Pity really. Still. You can put boats on Fullers Ferries at other crossing times, and of course there's always the Bayswater Ferry - not that far away - and a quicker harbour crossing. Though you have to be a bit dextrous getting your bike from one end of the ferry to the other - so you are ready to get off.

Room for improvement. By the way - my bike's the white Avanti in the stand with the blue helmet on the handlebars...

Here's the Fullers media release they issued following the news they'd won the NZTA's Cycle-Friendly Award. Now there's a good initiative - makes me think of what we'd like NZTA to do - so we can award them a cycle friendly award....

Press Release – Fullers

Auckland, 23 November 2009 – Fullers ferries is delighted to announce its winning award from the New Zealand Transport Agency (NZTA) for ‘Cycle-Friendly Commitment by Business’ at the recent Cycling Advocates’ Network (CAN) Cycle awards ceremony …Fullers Wins NZTA Cycle-Friendly Award

Auckland, 23 November 2009 – Fullers ferries is delighted to announce its winning award from the New Zealand Transport Agency (NZTA) for ‘Cycle-Friendly Commitment by Business’ at the recent Cycling Advocates’ Network (CAN) Cycle awards ceremony and NZ Cycling Conference in New Plymouth.

Now in their seventh year, the Cycle-Friendly Awards are designed to acknowledge and celebrate some of the most notable achievements in the country that are helping to promote cycling and to create a cycle-friendly environment. The Awards are devised by the CAN, the national organisation promoting everyday cycling.

The award, as well as a uniquely designed “bicycle-bell” trophy and certificate, was presented to Jim Hannan, Waiheke Relationship Manager (on behalf of Fullers’ CEO Douglas Hudson) by the Associate Minister of Transport, the Hon Jonathan Young (on behalf of the Minister, Steven Joyce).

Fullers has been working on several different cycle friendly initiatives to support and encourage cycling which resulted in its nomination for an award by Cycle Action Auckland and Cycle Action Waiheke. Barbara Cuthbert, Deputy Chair, Cycle Action Auckland was thrilled that CAA nomination of Fullers was selected to win the award.

“We are so grateful for the profile and practical support that Fullers gives to cycling and integrated transport in every aspect of their ferry operations. We have endless stories of the wonderful attitude from the deck crew and office staff towards cyclists which makes using the Fullers services such a joy. They are without doubt leading the way in integrated transport in Auckland,” says Barbara.

”The crew’s can-do friendly attitude demonstrated towards cyclists on a daily basis goes unnoticed in a region where too little investment is made in cycling. Bikes travel for free and some ferries in the Fullers’ fleet have recently been upgraded with extra space for bikes. Ferry travel extends our reach throughout the whole region. Fullers is also gearing up to carry bikes on their buses, once the Transport Regulations are changed. They are real leaders in integrating cycling into the public transport system”, she explains.

Nice to have some good news cycle stories.