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The voice of the customer: TORM's experiences and needs within PSS - Allan H. Rasmussen, VP Fleet & Newbuilding Support for TORM A/S
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The voice of the customer: TORM's experiences and needs within PSS - Allan H. Rasmussen, VP Fleet & Newbuilding Support for TORM A/S

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As ship-owner and global operator of shipping routes, TORM presents their current situation and their desire for certain PSS-oriented solutions.

As ship-owner and global operator of shipping routes, TORM presents their current situation and their desire for certain PSS-oriented solutions.

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The voice of the customer: TORM's experiences and needs within PSS - Allan H. Rasmussen, VP Fleet & Newbuilding Support for TORM A/S The voice of the customer: TORM's experiences and needs within PSS - Allan H. Rasmussen, VP Fleet & Newbuilding Support for TORM A/S Presentation Transcript

  • 1PSS on vessel communication equipment19/3-2013Allan H Rasmussen
  • TORM’s share price development over the past three years…2Copyright © 2013 Dagbladet Børsen A/S
  • The restructuring agreement with banks and T/C-in partners concludesTORM’s comprehensive finance solution3Deferral of debtsExtension of maturities until 31 December2016New capitalUSD 100m in working capital over twoyearsNewbuilding programElimination of newbuilding programcompletedInternal cost and cash initiativesImplementation of cost and cash initiatives with a cumulative effect of at least USD100mover three yearsRealigning time charter portfolioT/C-rates adjusted to market levelor contracts terminatedCompre-hensivefinancesolutionfor TORM  
  • “Karo ya Maro”4Mahatma Gandhi
  • 5FBBVSAT
  • Diagram of the future technology onboard6
  • Bandwidth and Coverage Summary - today7
  • And tomorrow…8
  • Background• TORM was first mover implementing Internet on board vessels• Lack of demand and competition on the market• Limited technical solutions available (high cost due to low demand)• Main purpose: Seafarer welfare• Initiative sponsored by TORM foundation• Buying and owning the equipment• Large size antennas• No strategy as such was stipulated• A long term binding contract with penalty was entered• No SLA (Service Level Agreement)9
  • 10Project outline
  • Potential suppliers & evaluation criterion11A B C DFuture prooftechnologyNO YES NO NODatapackage 500 MB Unlimited 500 MB 500 MBService level 98 % 99,5 % 98 % 98 %Total cost Second best Leading Not competitive Not competitiveReferences 1. Tanker Pacific 1. Nordic Tankers2. Mærsk1.American SeafoodCompany2. Wilhelmsen1. BP Shipping2. BW Maritime3. Farstad
  • Comparison of key figures12A BGuaranteed uptime 98% 99,5%Monthly fee C-band rebuild & FBB USD X USD YMonthly fee Ku-band & FBB USD XX USD YYMonthly data package 500 MB per month UnlimitedInstallation costs USD XXX USD YYYContract exit cost 0 USD ZZZ
  • Cost Comparison1305,000,00010,000,00015,000,00020,000,00025,000,000Apr/12Jun/12Aug/12Oct/12Dec/12Feb/13Apr/13Jun/13Aug/13Oct/13Dec/13Feb/14Apr/14Jun/14Aug/14Oct/14Dec/14Feb/15Apr/15Jun/15Aug/15Oct/15Dec/15Feb/16Apr/16USDVessel Communication – Business CaseSingTel currentSingTel newInmarsat
  • Present & Future Solution14Present FutureStrategy Supplier driven, based onsupplyTORM driven, based ondemandTechnology VSAT: C-Band V-SAT: KU-bandRedundancy 15 vessels with FBB All vessels with FBBBandwidth 256 kbps shared by up to 10vsls128 kbps dedicated per vslE&E FB -77, SAT-B, SAT-C SAT-C (cost saving)Installation In dry docking (DD) only Estimate: 1 day no DDSLA N/A – TORM is responsible Supplier is responsibleGuaranteeduptimeN/A 99,5%Investment cost All equipment purchased andowned – USD 150.000 pr vsl3 year leasing contractInstallation + monthly fee
  • Requirement specificationReq Nr. RequirementPrioritySupplier name: (To be filled in)CodeComments1.0 Technical Requirements1.1 Primary modeof communication:VSAT - Ku Band w/Auto Beam switching (Completesystemincluding AboveDeck & below Deck units)ER 1 XpressLink is a managed service for a full redundant network in which the monthlyservice fee covers not only the hardware, but also all the data airtime. The serviceprovides not only Ku band auto beam switching but also fail over functionality to theFleetBroadband standard IP service. The airtime for this is included in the service.1.2 Ku band antenna upgradeableto Ka band ER 1 XpressLink includes a free upgrade path to the Global Xpress service (KA Band) whenavailable in 2014. XpressLink provides a future proof communication set up.1.3 Backup modeof communication:FBB 250 - Completesystem including AboveDeck & belowDeck unitsER 1 Weoffer Thrane & Thrane Sailor 500. Hardware is included in the service.1.4 FBB 250 - Cordless phones with 3 handsets and G3 Fax machine CR 1 Weoffer FBB 500 from Trane & Trane1.5 VOIP adaptors for usewith standard analoguephones (including cordless) CR 1 Included are 4 voice lines with handsets1.6 Freevoice calls to Torm Global offices from ship and vice-versa CR 2 This part have to go in to project with our R&D1.7 Corporatecommunicationavailability (Voice& email) 24x7x365 CR 1 Can Torm explain this better?1.8 Bandwidth:min 512 / 512KBPS CR 1 Each vessel will be between 128kbps and 512kbps1.9 ContentionRatio: max 1:6 CR 1Each vessel will be between 128kbpsand 512kbps1.10 Committed IP Rate: Min 24 KBPS CR 1CIR: 128kbps1.11 VoiceQuality per channel: Min 12 KBPS CR 11.12 Number of PCs connected to communicationsystem:Min 8 CR 1Wedo deliver two networks for thevessel and crew1.13 Number of Telephones connected to communicationsystem: Min 2 (Corporate& Crew) CR14 voicelines open and crew lines1.14 Minimum expected data download per ship per week: 600MB CR1Unlimited usageof data see in our quotationParagraph 3.7 Fair usepolicy contentfiltering1.15 Expected Monthly data download per ship: 8 GB ER1Unlimited usageof data see in our quotationParagraph 3.7 Fair usepolicy contentfiltering1.16 All equipment mustbeMarineapproved CR 1TheFBB and VSAT antenna is approved1.17 Multi Device connection box for automatic changeover from VSAT to FBB to G3 (to SatcomC), based on least cost routing & availabilityCR2Fail over functionality to FleetBroadbandstandard IP servicebased on availability of theKU band service. FleetBroadband standard IP services included.1.18 Advanced spam and virus filters onboard & ashore - ESET Nod32 (alt: SOPHOS) CR2AmosConnect onboard Antivirus is based on thePortIT Antivirus servicewhich is ESETNOD32. Thelicense fee is US$ 30 per vessels per month and covers all thePCs.At theAmosConnect Email servicehub sideall incoming and outgoing messages arescanned for viruses. Next to this thereis a spam filter in place.1.19 Firewalls onboard & ashore(firewall onboard must bepart of theMulti Device ConnectionBox manageable by TORM)CR2There are various solutionspossibleto meet theexact requirements of Torm. Furtherdiscussionsshould providea better understanding of therequirements and how tomeetthem in thebest cost effectiveway.1.20 Bandwidth Management Onboard incl IP traffic measurement/logging CR1You can check bandwidth and uptimeat MySEVSAT.com1.21 Traffic Management (Priority settings) Onboard CR 1Thevessel network has priority options1.22 Content Filtering Onboard CR1There are various solutionspossibleto meet theexact requirements of Torm. Furtherdiscussionsshould providea better understanding of therequirements and how tomeetthem in thebest cost effectiveway.1.23 Data download accelerator / manager Onboard CR 1Included in theiDirect platform1.24 Equipment complies with latest performancestandards, specified by ITU, at thetimeofeach installationCR11.25 Interference filters : example bandpass filters for radars, other comm. & Nav equipment CR1Needs approval from our project department1.26 HardwareReliability specification (MTBF) for key componentslikeBUC, ACU, Modems, etc CR1XpressLink is a full redundant networkbased on VSAT and FleetBroadband. Any failoverfor data in any direction is included in theservice fee.1.27 Remotesupport(Maintenanceaccess via L-band FBB) CR 11.28 Pre-install survey, support, drawings, document CR 12 Internet access - guaranteed & verified for al least following sites2.1 UKHO, Maris or similar electronic chart / publication data provider for updates & permits CR12.2 DNV Navigator CR 12.3 eNOAD CR1TheAmosConnect Email servicelicense includes as well a US Coastguard Enoadapplication.2.4 Port Information CR 12.5 Weather data CR 12.6 Torm India & Torm CPH server access CR 13 Communication Requirement - Crew3.1 Voicecall using chat cards CR 13.2 Web Mail - Gmail, Yahoo, Facebook CR 13.3 Chat - Low bandwidth sites CR 13.4 SMS - Ship to shoremobilephones& viceversa CR 13.5 Low bandwidthinternet browsing for news, sports, banking etc. CR 14 Communication Requirement - Corporate4.1 Email with attachment - Send & receive emails with attachments CR 14.2 Email client + communicator softwaremust bepart of package CR 1TheEmail service offered is AmosConnect4.3 Data box with push-technologyfor large sizefiles (part of themulti devicebox) CR2There are various solutionspossibleto meet theexact requirements of Torm. Furtherdiscussionsshould providea better understanding of therequirements and how tomeetthem in thebest cost effectiveway.4.4 Voicecall - Quality minimum 12 KBPS per voicechannel CR 14.5 Fax - send & receive via 3G telephony CR 1Group 3 fax is fully supported.4.6 Databaseexchange, PMS, Purchase, crewing, vetting, etc CR 14.7 Remoteaccess to shipboard computers & systems;filetransfer CR 14.8 Vessels E-mail addresses to beAlias of TORM Domain for eg. TormVsl.Com orTormship.comER1On theEmail service AmosConnect this is supported.5 Service Level Agreement (SLA)5.1 Provision of adequatestock holding to ensureorders can bemet in timely order. Suppliermust hold stockof completeaboveand below deck HW.ER 15.2 Provision of adequatespares mustbeheld to mesureimmediateavailability for field serviceattendanceat key geographic locations: Singapore, Fuijarah, Rotterdam, Gibraltar, NewYork, Amsterdam, Gibraltar, Houston, Antwerp.R 2 Rotterdam, Alesund, Reykjavik, Singapore, Houston, Dubai. Other harbors will be addedto this service map later this year, including Hong Kong.5.3 Preinstallation report written and delivered 5 days from sitesurvey form being submitted. ER15.4 Equipment availablefully tested and configured for customer specific requirement asdetailed in thepreinstallaion form and ready to ship 15 days prior to delivery.ER15.5 Issuing of telephonenumbers/IP addressesesand tracking details of equipment toTORMwithin 48 hoursof dispatchER15.6 Minimum commitentof 3 vessel installationsper monthon agreed location. ER15.7 Calls answered by support desk within40 seconds R 15.8 In event of fault not being rectified by Support Desk, subsequentresponseby NOC orsystemsengineer to provideremotetechnical support tothevessel within 1 hour.ER15.9 Calls reamianing open progress chased within 48 hours. R 15.10 All calls closed within 7 days. ER 25.11 In event TORM decides that remotesupport cannotfix problem and that a replacement partcan be sent withoutengineer (eg. Moden or voice handset whereequipment can easily bereplaced without engineer being needed) thedispatch mustbemadethenext working day.ER15.12 Mobilisation of nearest serviceengineer or In-Country Agent as applicablewithin 36 hours. R15.13 Acknowledgementof complaint within 24hours from timeof receipt. ER15.14 Formal responseto complaintwith recommendations for resolutionwithin48 days. R15.15 Completeclosureof complaint within 7 days. ER 15.16 Network availablity 99% basedon FBB and VSAT combined solutionexcept Polar regents. ER16 Payment/Invoicing6.1 Payment terms:45 days net from receipt of correct invoicefrom theSupplier CR 16.2 TheSupplier is responsiblefor ensuring pricetransparency at all times and document thatall prices are net and according to agreement.ER 16.3 Copies of invoices and credit notes can bedownloaded on theinternet withno additionalcosts for theCustomer.R 16.4 Onemonthly invoiceper month per vessel in PDF (electronic format)ER 21 Invoicefor Vsat / Xpresslink setup, 1 invoicevarious services, 1 for Fleetbroadband7 Implementation7.1 TheSupplier is in coordination with TORM responsiblefor preparing an implementationplan ensuring that theimplementation of equipmenton board runssmoothly.ER 115Req Nr. RequirementPrioritySupplier name: (To be filled in)CodeComments1.0 Technical Requirements1.1 Primary mode of communication: VSAT - Ku Bandw/Auto Beam switching (Complete system includingAbove Deck & below Deck units)ER 1 XpressLink is a managed service for a full redundantnetwork in which the monthly service fee covers notonly the hardware, but also all the data airtime. Theservice provides not only Ku band auto beamswitching but also fail over functionality to theFleetBroadband standard IP service. The airtime forthis is included in the service.1.2 Ku band antenna upgradeable to Ka band ER 1 XpressLink includes a free upgrade path to theGlobal Xpress service (KA Band) when available in2014. XpressLink provides a future proofcommunication set up.1.3 Backup mode of communication: FBB 250 - Completesystem including Above Deck & below Deck unitsER 1 We offer Thrane & Thrane Sailor 500. Hardware isincluded in the service.1.4 FBB 250 - Cordless phones with 3 handsets and G3 FaxmachineCR 1 We offer FBB 500 from Trane & Trane1.5 VOIP adaptors for use with standard analogue phones(including cordless)CR 1 Included are 4 voice lines with handsets1.6 Free voice calls to Torm Global offices from ship andvice-versaCR 2 This part have to go in to project with our R&D
  • Requirement specificationArea. 1 Description: QuestionSupplier name: (to be filled)Supplier reply in short:Q.1.1 Customer service Please outline the full process for an in-serviceVSAT Ku-band installation on board a TORMtanker, including how this interfaces with theLAN network. Please include any drawingswhere appropriate.Installation will take about 1 day, depending on thepreperations from the vessel side. Most commonly is that thevessel will run the cabels, place the foundation and antennaon place. The ShipEquip technician will terminate the cabelsand commissioning the system. The SE router and will beconnected to the LAN network onboard.Q.1.2 Customer service Please provide details of your after sales andsupport network, including proposed KPIs formonitoring the contract performance.The preformance such as uptime and usage reports can bemeasured realtime on MySEVSAT.com Please also see the SLAdoc.Q.1.3 Customer service The following tasks should be considered inrespect of the installations:- fabrication of the pedestal /mast for theantenna- installation of the pedestal/mast in place(possibly strengthening of the deck below)- mounting radom- cabling- commissioning- configuration with TORM IT systemsSupplier should list Supplier and TORMresponsibilities for each point above.Methodology for carrying out specific tasksshould also be included in your response.The following tasks should be considered in respect of theinstallations:- fabrication of the pedestal /mast for the antenna NotInmarsat scope of work, we will recommend pedestal heightand location.- installation of the pedestal/mast in place (possiblystrengthening of the deck below) Not Inmarsat scope of work,we can give some advises based on previous installations onsimilar vessels.- mounting radome Normally performed by vessel crew, acrane normally required- cabling Cables according to attached pdf 4009-SG5U-881tobe pre-installed by vessel crew to save time duringcommissioning. Inmarsat technician will terminate all cableends and connect to Vsat equipment.- commissioning To be performed by Inmarsat technician,normally 1-2 days required if pre-installation work checklist iscompleted before attendance of technician. Crew training willbe performed.- configuration with TORM IT systems Inmarsatsupport/operation/R&D will assist with setup.16
  • Roles and responsibilities during implementation- And what about insurance?17
  • Other areas to consider for similar setup…Cooperation between TORM and DTU Mechanical Engineering• Ph.d. Researcher Jakob Axel Bejbro Andersen• Two students doing their master project in TORM Technical Division– Lars Jørgensen & Christian Johannesen• Focusing on PSS, identifying and listing areas of interest• Full analysis and tender process -> implementation for at least one areaExamples of possible PSS areas identified:• Hull and propeller cleaning• Navigational equipment• Life saving appliances• Propulsion and power production - reliability and TCO• Measurement equipment• Energy optimization devices18
  • From Wikipedia, the free encyclopedia:A partnership is anarrangement whereparties agree tocooperate to advancetheir mutual interests19
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