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Energy efficiency by using daily customer's quality observations to improve public transport

ENERQI – An Intelligent Energy Project

The challenge

• The needs and expectations of the customers are not always taken into account fully (production driven instead of consumer driven)

• Most public transport quality monitoring systems capture the quality perceived by the customers only indirectly or in large intervals (Mystery guests, Client panel, Annual survey)

• The use of new technologies, like internet, monitoring software, databases and innovative customer involvement techniques offer new opportunities

The mission

• Understanding why some people are loyal to public transport and taking their needs serious

• Increase the number of public transport users by focusing on customer needs

• Remove (psychological) barriers for public transport use

• Change the citizens’ attitude towards public transport

• Embed striving for customer satisfaction and needs in daily public transport management

• Improve the quality of public transport and save energy

The approach

• A pool of passengers act as quality observers (500 on average)

• They answer questionnaires on a wide range of quality related issues regarding the public transport lines that they are using

• This is done on a high frequency basis (e.g. every 2 weeks)

• A direct feedback on quality improvements (new buses, driver training, time schedule changes) is available (data analysis)

• The results are directly fed into daily public transport management and used to increase the hospitality and quality of the public transport service

ENERQI quality loop

ENERQI test sites

• CARRIS Lisbon (PT)

• ATAC Athens(GR)

• Hebros Plovdiv (BG)

• GVB Graz (AT)

• TRANSDEV Lancashire County (UK)

• STP, Alba Iulia (Ro)

• ARRIVA Brabant (Ned)

• TISSEO Toulouse (FR)

The expected outcomes

• More than 90,000 observations done by 4,000 observers

• 64 quality improvement actions with evaluated results based on ENERQI

• 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

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)

Do you want to be an ENERQI Site?Join us!

More info www.enerqi-online.eu

Call us:

Johan Janse +31 (0)76 513 6631

Patrick van Egmond +352 (0)691 040175

DTV Consultants +31 (0)765136600