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ENERQI – Quality Management

for Public Transport

Willem Buijs DTV Consultants

Kwaliteitsverkenner – Quality scouts

• Idea from DTV Consultants to involve regular travellers of public transport in surveys about the perceived quality of the trip

• Started with a test in 2005 in the city of Breda

• People could volunteer and judge their regular trip once a week/month

• The questionnaires were send out via e-mail and internet

• In 2009 a consortium was formed and a proposal was written to introduce Quality scouts in the STEER program of EACI (executive agency for competitiveness and innovation)

• The result a project that started in spring 2010!

What is ENERQI

• ENERQI offers an innovative tool for quality management for public transportation – a pool of passengers acts as quality scouts

• these quality scouts answer questionnaires to different topics

• internet-based, on continuous basis, low effort for the public transport company

• the results are instantly available

• ENERQI is an EU-research project with 13 partners from 9 countries, 4 of them public transport companies

The idea behind ENERQI

ENERQI offers

• an online-questionnaire tool tailor made for Public Transport

• a basic questionnaire plus a collection of questions is available and ready to use

• questionnaires can be easily adapted and changed

• possibility for benchmarking

• reports can be generated, data exported

• the management of the users is also handled within the system

ENERQI is actually in place in

• STP Alba Iulia (Ro)

• Oasa Athen (GR)

• Breda (Ned)

• Holding Graz Linien (AT)

• Transdev Burnley & Pendle (UK)

• Carris Lissabon (PT)

• Plovdiv (BG)

• Tisseo Toulouse (FR)

ENERQI in practise – the steps

• Think about a quality strategy

• Design the quality loop within your company / project

• create a questionnaire

• get some observers

• give them assignments

• do the observations

• enter the observations online

• see the results or export the data for further processing

The Questionnaire

• Overall satisfaction• Level of crowding• Safety and security• Stops / shelters• Vehicle condition• Journey speed• Staff service• Information• Disruption / incidents• Customer support

... create a questionnaire

... get some observers

... get some observers

... give them assignments

... do the observations

... enter the observations online

... see the results

Partners

Coordinator:DTV Consultants (NL)

Partners:CARRIS (PT) POLIS (BE)

CRES (GR) STP, Alba Iulia (Ro)

Energy Agency of Plovdiv EAP (BG) TIS (PT)

FGM-AMOR (AT) TISSEO (FR)

GVB Graz (AT) TISSEO-SMTC (FR)

Lancashire County Council LCC (UK) URTP (Ro)

Timescale

Project Structure

• WP 1: Management, Quality Control and Risk management

• WP 2: Collection and use of existing methodologies

• WP 3: Design common ENERQI Methodology

• WP 4: The Quality Monitoring and Implementation of PT improvements

• WP 5: Evaluation and analysis for user guidance

• WP 6/7: Communication and Dissemination / IEE Dissemination Activities

ENERQI at a glance

• In the EU project “ENERQI” daily customers’ observations are used to improve the quality of public transport.

• 13 partners from 9 countries, 4 of them public transport operators

• Co-funded under the IEE 2009 call - IEE/09/718/SI2.558241

• Duration is 29th of May 2010 until 28th of May 2013

The outcome• More than 40,000 observations done by 4,000 observers

• 64 improvement actions with evaluated results

• Information about the 8 test sites where the ENERQI-approach

has been implemented

• Information material, guidelines and instructions for followers

• ENERQI as a standard for quality monitoring in public transport

• A competitive quality management software for the public transport market

For further information

• Choose the ENERQI partner from your country from http://www.enerqi-online.eu

• W.Buijs@dtvconsultants.nl

• Technical contact:

Forschungsgesellschaft MobilitätAndreas Poimon (poimon@fgm.at)