Singapore’s Maritime and Port Authority (MPA) was the licencing authority for pilotage service providers and set performance standards that providers had to achieve. One standard was to meet the industry standard that 95% of all Pilotage Service Requests were to be met within 30 minutes of the Service Request Time. An action plan was arranged…

BPIR Categories

15.2.4 Service performance e.g. quality/delivery/value

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