ENERQI An Intelligent Energy Project

Transcription

1 supported by Energy efficiency by using daily customer's quality observations to improve public transport ENERQI An Intelligent Energy Project Legal disclaimer: The sole responsibility for the content of this presentation lies with the authors. It does not represent the opinion of the European Communities. The European Commission is not responsible for any use that may be made of the information contained therein.

2 The challenge the needs and expectations of the customers are not always taken into account fully most quality monitoring systems capture the quality perceived by the customers only indirectly or in large intervals the use of new technologies, like internet, monitoring software, databases and innovative customer involvement techniques is hardly taking place

3 The approach innovative quality management system: a pool of passengers act as quality observers 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 continuous basis and the results are used to increase the hospitality and quality of the public transport service

4 ENERQI quality loop

5 The outcome More than 90,000 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 new operators ENERQI as a standard for quality monitoring in public transport A competitive quality management software for the public transport market

6 ENERQI test sites Lisbon: CARRIS (PT) Athens: OASA (GR) Plovdiv: Hebros Bus (BG) Graz: Grazer Linien (AT) Lancashire: Transdev Burnley and Pendle (UK) Alba Iulia: STP (Ro) Toulouse: TISSEO (FR) Brabant: Arriva, Veolia (NL)

7 STATUS EU a European approach Common methodology & common questionnaire (base on DIN EN norm) developed May 2011 A competitive public transport quality management software Multi-lingual (all EU languages can be used) Management of large panels from 30 up to 5000 observers Integrated a large public transport questions catalogue Possibility to create new and share questions Flexible survey design, including dynamic surveys questioning Real time feedback on quality level at network and line level Possible cross-site evaluation

8 ENERQI a local approach Kwaliteitsverkenners in (Brabant/ NL) Correspondant Tisseo (Toulouse/ France)

9 ENERQI a new group of operators join From September 2012 on, 8 new public transport networks are being integrated in the group Confirmed participation, and discussions/ negotiations are started with operators in France, UK, Romania, Portugal, Belgium Still place for 3 more public transport operators

10 Site Local Main top objectives of Targeted Surveys Targeted Observers operators quality monitoring services costumer groups Timing Format Number recruited NL Noord- Brabant Arriva West Brabant Increase the PT usage, improving perception of quality by customers FR Toulouse TISSEO Annualcustomer satisfaction and certification of lines PT Lisbon Carris Increase costumers, Evaluation of actions AT Graz Holding increase quality of Graz Linien service All bus lines monthly internet all customers of Veolia and Arriva 250 Bus, Metro, Monthly Internet All customers 1500 Tram All services monthly Phone, All costumers 1500 (bus, tram) Internet (with bias for (phone) internet 200 users) (online) All services ongoing Paper, All costumers 418 (bus, tram) Internet (with bias for internet users)

11 Site Local Main top objectives of Targeted Surveys Targeted Observers operators quality monitoring services costumer Timing Format groups Number recruited UK Lancashire Transdev Information regarding All Transdev B & Individual Internet All customers 169 Burnley, customers perception of P bus services. responses as of Transdev Pendle quality of PT frequent as B&P service/network in area possible RO Alba Iulia STP Evaluate the clients' satisfaction All lines (bus) monthly Mostly paper All customers 360 Increase customers BG Plovdiv Hebros Bus Improving quality, Urban bus monthly Internet, All types 160 Introducing customer- service Paper (students, oriented monitoring retired, workers)

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13 > Information générale / General information Dans le tableau ci-dessous, vous trouverez les principaux indicateurs de suivi du panel des «Correspondants Tisséo». In the tables beneath the general results for this reporting period are given, mostly consisting of statistics on the individual quality items in comparison with previous periods plus the number of observations done. Nombre de missions / Number of assignments Nombre de questionnaires exploitables / Number of observations done this period Nombre de Correspondants Tisséo / Number of existing volunteers by the end of the period Nombre de nouveaux inscrits / Number of new volunteers this period Mai 2012 / May 2012 Juin 2012 / June 2012 Juillet 2012 / July (+) Différence significative positive à 5% observée par rapport à la vague précédente. (-) Différence significative négative à 5% observée par rapport à la vague précédente. Par convention, dans l analyse des données, la vague 2 correspondant aux résultats des missions 3, 4 et 5 sera notée «v.2» et la vague 1 correspondant aux missions 1 et 2 sera notée «v.1».

14 > Profil des Correspondants Tisséo ayant répondu (292 panélistes) Sexe : Age : Profil barométrique Homme 46% Femme 54% 48,3% 51,7% 60,5% 2,1% - 37,4% + Profil barométrique Moins 26 ans 25% ans 61% 65 ans et + 14% Homme Femme Moins de 26 ans 26 à 64 ans 65 ans et plus CSP : 25,3% + Profil barométrique Actif 51% Zone résidence : Profil barométrique 3,1% - 9,9% 61,7% + DE 12% Retraité 18% Scolaire 19% 28,1% - 71,9% + Toulouse 61% Hors Toulouse 39% Actif Demandeur d'emploi Retraité Scolaire, étudiant Toulouse Hors Toulouse (+) Différence significative positive à 5% observée par rapport au profil barométrique. (-) Différence significative négative à 5% observée par rapport au profil barométrique.

15 > Profil des Correspondants Tisséo ayant répondu (292 panélistes) Fréquence : Profil barométrique Permis voiture : Tous les jours 73,3% + Tous les jours 36% 79,1% Profil barométrique Plus de 2 fois par semaine 1 à 2 fois par semaine 18,8% 3,8% Moins souvent mais au moins une fois par semaine 26% Oui 78% Non 22% Moins d'1 fois par semaine 1 à 2 fois par mois 2,7% 1,0% à 3 fois par mois 26% Oui Non 20,9% Moins d'1 fois par mois 0,3% - Moins souvent 12% Motif : Lieu de travail Lieu d'étude 21,9% 58,2% Possession voiture : 27,7% 54,1% 20,2% Profil barométrique Non 30% Possession voiture 70% Autres déplacements professionnels Faire des courses 3,4% 5,8% Non Possession voiture Possibilité d'utiliser une voiture Loisirs, sorties 10,6% (+) Différence significative positive à 5% observée par rapport au profil barométrique. (-) Différence significative négative à 5% observée par rapport au profil barométrique.

16 5 - Comment jugez-vous le rapport qualité/prix de services de transport en commun de Tisséo? How do you judge the value for money (price/ quality) of this service? Missions (vague 2) Missions 1-2 (vague 1) 4,3% 0,3% 15,0% 5/ Très satisfait 4/ Plutôt satisfait 3/ Moyennement satisfait 2/ Plutôt pas satisfait 1/ Pas du tout satisfait 6,7% 1,3% 13,3% 27,5% 30,6% 48,1% Base redressée : 586 voyages évalués lors des missions 1 et 2. Moyenne : 3,65 52,9% 67,5% des répondants sont satisfaits du rapport qualité/prix des services de transport en commun de Tisséo (+6,1pts). Base redressée : 582 voyages évalués lors des missions 4 et 5. Moyenne : 3,78

17 > Management summary (1/2) Condition of stop/station on departure 53% 34% Subtotal 87% Evolution / period 1 +2pts Strengths (> 74% satisfied) Punctuality Condition of stop/station on arrival Duration of the journey Information in the vehicle Information at the stop/station Personnal safety in the vehicle Personnal safety at the stop/station Condition of the vehicle 39% 51% 41% 45% 47% 44% 45% 47% 46% 34% 43% 37% 32% 34% 32% 28% 85% 85% 84% 82% 79% 78% 76% 75% +3pts +6pts +5pts +5pts +8pts +6pts +5pts -6pts Drivng style of the driver Friednless and b ehaviour of the driver Comfort in the vehicle Value of money of service 46% 43% 48% 53% 26% 28% 21% 15% 72% 71% 68% 68% -2pts -6pts +7pts +7pts Weaknesses (< 65% satisfied) Information sent by Tisséo Level of crowding at the stop/station Information given by Tisseo personnel Services given at Tisséo agencies Level of crowding in the vehicle Answer given b y Tisséo regarding the complaint Information regarding disruption and possib le solutions 28% 40% 34% 30% 38% 17% 24% 31% 8% 37% 22% 26% 30% 22% Very Good Excellent 64% 62% 60% 60% 59% 47% 31% -10pts +12pts -15pts -13pts +14pts -4pts -5pts Significantly positive evolution regarding precedent measure Significantly negative evolution regarding precedent measure

18 Site ENERQI Qualiy Rating Life Quality in countries Noord Brabant, NL Toulouse, FR Lisbon, PT Graz, AT Athens, GR Lancashire, UK 2.23 Alba Iulia, RO Plovdiv, BG

19 Join us! If you want to know more: Or contact: Patrick van Egmond DTV Consultants Tel: P.O. Box DN Breda The Netherlands