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Future Freight Networks : Yearbook 2016
92 ALC MEMBER INSIGHTS build on the work that it has undertaken over the past few years. Testament to this is its industry-leading customer service rating, which was confirmed in the most recent Morgans/CIMB Australia Shipping Survey, released in December 2015. DP World Australia topped the survey on productivity and customer service measures, with the report stating DP World Australia leads its competitors on perceptions of productivity and customer service. According to the results, 53 per cent of the shipping lines surveyed said DP World Australia is ‘providing the highest level of productivity’. These results are a substantial about turn from the previous survey, with the report confirming that the company’s strong showing is reflective of management stability and focus on improvement at DP World Australia. Scurrah says that his business has a very focused and determined management team committed to further deepening customer relationships, and that this led to the award. Tackling trends Like many transport businesses internationally, DP World Australia is investing substantially in automating its terminals, and has already automated its Brisbane terminals. ‘But we need to ensure we are considered in the way we go about it. This is a business with a strong people element, and we need to make sure our people are brought along on the journey to drive great outcomes for us and for our industry,’ Scurrah says. One unknown, he says, is the ultimate ownership structure of one of its main competitors, Patrick. Any Australian Competition and Consumer Commission decision in relation to its ownership structure will have an impact on the broader industry. Scurrah says it’s important that any decision considers the long-term future of the sector, rather than any short-term concerns. Another major trend that the industry is grappling with, says Scurrah, is the advent of ‘big ships’. He says that while there are definitely bigger ships headed for Australian ports, they are not the biggest possible ships. ‘The market won’t sustain the biggest vessels operating in other markets, and our infrastructure is not in a position to take that size ship at the moment. No stevedore will make that investment right now, because the return on investment isn’t there. So, even if these ships were potentially coming here, they would be few and far between, and hence we would be overinvesting to accommodate them.’ As for the future, Scurrah says the business is committed to being the safest, most efficient and most customer-focused stevedore ever, driving new standards across the industry. ‘This gives us a competitive advantage because we are willing to look beyond the gate to make life better for customers. We see ourselves as the most focused organisation for our shipping line customers.’