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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)

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

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

ENERQI – An Intelligent Energy Project

the challenge
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
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
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 test sites
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
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
do you want to be an enerqi site join us
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