Customer Outreach: Nanaimo

Nanaimo Wins Customer Plaudits, Reports Cargo Gains in 2016

Nanaimo’s busy Assembly Wharf log terminal
Photo/Nanaimo Port Authority

A survey commissioned by the Nanaimo Port Authority in December 2016 found that customers and stakeholders are "satisfied to exceptionally satisfied" with NPA in each of 15 areas probed. The highest rated response was an 85 percent average rating of satisfaction on customer’s ability to contact and communicate with NPA.  The lowest rated response was a 72 percent average rating of satisfaction on "usability" of the port, including its infrastructure and equipment.

"We are very pleased by these findings," says Port Authority CEO Bernie Dumas. "We are reviewing these results and looking for ways in which we can improve customer service to help grow our business and add to the local economy.  We will likely repeat this survey in the future and will look for even higher scores from our customers."

The port invested nearly C$4 million during the past two years in new dock infrastructure and a mobile crane to accommodate its growing container business. Further "Short-Sea Shipping" investments are planned for Duke Point Terminal.

Customers also gave high marks to NPA for its commitments to safety and environmental responsibility.
The NPA’s 2016 year-end statistics show cargo totaling some to 5.4 million metric tons, an 11.1 percent increase from 2015 resulting largely from an upsurge in log and containerized cargo activity.  Log throughput skyrocketed 61 percent to 1.6 million metric tons. Log ship dockings doubled at Assembly Wharf terminal, resulting in the creation of 65 dockworker positions for ILWU members. The container count increased for the fifth consecutive year, up 21 percent from 2015 to 43,400 TEUs.

The year also saw a healthy increase in the number of pleasure boats using NPA facilities and services. Over 3,200, mostly from the United States, visited Nanaimo last summer.

Looking ahead to this year and next, the NPA is considering a small terminal and tariff increases to help fund port improvements.

Other NPA priorities will be a review of its land use plan, constructing a 15,000 square foot warehouse/office building for the West Coast Marine Response Corporation, and negotiating a terminal lease for a foot passenger only ferry operator.

"We are working hard to secure more cruise ship stops in Nanaimo," Mr. Dumas said. "Each one of these visits pumps more than $150,000 into the local economy, most going to local merchants and service providers."

The NPA is continuing its tradition of supporting community enhancements and over the last 30 years has spent over C$20 million on public access projects such as the Swy-a-lana Lagoon, Fishing/Walking pier, Pioneer Waterfront Plaza, Visiting Vessel Pier and the Harbourfront Walkway.