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 with the providers PSA Marine (PSAM) to progressively bring up the manpower strength within PSAM to meet the 95%. In 2013 82% of 174,500 requests were me...

BPIR Categories

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

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