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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 needs and expectations of the customers are not always taken into account fully

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

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  1. 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 • 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 mission • increase the number of public transport users by focusing on customer needs • remove barriers • 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 • save energy

  4. The approach • innovative quality management system: a pool of passengers act as quality scouts • 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

  5. ENERQI quality loop

  6. 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 followers • ENERQI as a standard for quality monitoring in public transport

  7. ENERQI test sites • CARRIS (PT) • CRES (GR) • Energy Agency of Plovdiv EAP (BG) • GVB Graz (AT) • Lancashire County Council LCC (UK) • STP, Alba Iulia (Ro) • TIS (PT) • TISSEO (FR)

  8. Partners

  9. Timescale

  10. 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

  11. 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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