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Legal disclaimer: The sole responsibility for the content of this presentation lies with the authors. It does not represent the opinion of the European.

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Presentation on theme: "Legal disclaimer: The sole responsibility for the content of this presentation lies with the authors. It does not represent the opinion of the European."— Presentation transcript:

1 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. Energy efficiency by using daily customer's quality observations to improve public transport ENERQI – An Intelligent Energy Project

2 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

3 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

4 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

5 ENERQI quality loop

6 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)

7 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

8 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)

9 Do you want to be an ENERQI Site? Join us! More info www.enerqi-online.euwww.enerqi-online.eu Call us: Johan Janse +31 (0)76 513 6631 Patrick van Egmond +352 (0)691 040175 DTV Consultants +31 (0)765136600

10 Timescale

11 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

12 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


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