Editors, Vineyard Gazette
It is somewhat encouraging to see a member of the SSA board raising questions about the new reservation system’s readiness. It is more than disappointing that all members appear not to be interested in discussing this further.
I have been a visitor to Martha’s Vineyard for over 50 years and a yearround, part-time resident for 25. I have traveled the ferry long before there was a reservation system and more recently participated in the early-morning mid-winter opening dash for summer reservations.
I have also been a designer, implementer and manager of complex information systems for complex organizations throughout my career. I can say with some confidence that replacing a system that is integral to the operation of any enterprise — let alone one that is the “lifeline to the Islands” — is extremely challenging, and often generates significant disruption to operations (and lives) while bugs are worked out during initial use.
While the SSA board appears to be taking steps to mitigate any issues (hiring a project management firm, using customers as beta testers), I suspect that for many board members this is their first large system implementation and I wonder whether they are sufficiently aware of just how difficult successful system implementations really are — and all the steps that need to be taken to reduce the difficulties.
The question now raised is whether the new system will be ready for fault-free operation on the currently proposed schedule, which includes handling the mid-winter opening of 2027 summer reservations as well as the full 2027 high season. Based on the information sessions and the Vineyard Gazette article, it would seem there is a significant chance that things will not go as smoothly as we would all like. The board still has the opportunity to address this risk by doing a full “independent project review” by outside experts (somewhat different than the accounting firm review proposed by a board member) and taking further actions as might be recommended — including perhaps pushing back the schedule.
The purpose of the independent project review (IPR) is to help system implementation teams review mitigation strategies for risks that have already been identified, as well as identify any issues that might have been missed (and there are almost always such issues). All new system implementations carry myriad risks so the goal is to ensure that the hard questions are asked early enough so that mitigations can be put in place. The SSA board would be well advised to assemble an IPR panel both to provide the team with this additional review and to ensure themselves that they and the team are doing everything possible to secure successful implementation for the community.
In my experience on dozens of IPRs, it would be a week or two well spent. One other point: Martha’s Vineyard ferry reservations have obvious seasonal ebbs and flows. The time to install a new system is during low tide — when reservation demands are lowest, traffic lighter and when customers are more experienced and perhaps more forgiving (i.e. locals and regular visitors during the off-season).
While the current schedule has the new system being turned on in November, if this slips at all the new system’s first real trial would be the heaviest reservation day of the year (mid-winter opening day), inviting chaos and confusion. Just ask the organizers of the Sundance Film Festival from a few years ago.
The SSA board obviously recognizes this: the best time to introduce the new system is in the fall, but if you miss that window, then not until after the
mid-winter opening. So watch that November start date carefully — any less than a couple of months trial operation could lead to difficulties in January.
There are many warning signs of system implementation troubles; the SSA board just needs to make sure they are heeded. Our common goal is to be able to take advantage of all the new system has to offer while doing everything possible to minimize disruption.
Jerrold Grochow
Chilmark and Cambridge
This article appears in September 25 2026.