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EMTA general meeting

EMTA general meeting. November 2010. 2. Territorial scope. 3. Other City Councils (RMB). Urban transport. FGC and the Metropolitan Transport Authority (ATM). Renfe Regional Service. ATM. TMB. Government of Catalonia. FGC. EMT Buses. EMT. Contract-programme scope. DGPT Buses.

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EMTA general meeting

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  1. EMTA general meeting November 2010

  2. 2 Territorial scope

  3. 3 Other City Councils (RMB) Urban transport FGC and the Metropolitan Transport Authority (ATM) Renfe Regional Service ATM TMB Government of Catalonia FGC EMT Buses EMT Contract-programme scope DGPT Buses Trams Barcelona City Council Inv. in Tram Infrastructure State (AGE)

  4. 4 Statistical Summary 2009 • Metropolitan Lines: 79,788,317 passengers • Income:73.043 M€ • Coverage ratio:76.07 % • Production:31.8 M coaches - km • Expenses:96.021 M€ • Deficit:0.29 € / passenger

  5. 5 Total % increase 74,9 -1,2 77,9 3,9 79,0 1,4 80,9 2,5 79,8 -1,4 Prices Average fare Single ticket 0,65 1,15 0,69 1,20 0,72 1,25 0,73 1,30 0,76 1,35 Barcelona-Vallès Line Llobregat-Anoia Line Increase in Passengers (million) 2005: Strike and works at Plaça Europa

  6. 6 Quality measurement SERVICE Expected Planned CSI (subjective) CQI (objective) Provided Perceived

  7. 7 Indicators of Quality Customer Satisfaction Index (CSI) Quality Control Index (QCI) • Annual external assessment. • Clients assess 27 aspects according to their importance and degree of satisfaction. The result is rated between 0 and 100. • Monthly internal assessment. • Internal measurement of disruptions in service, based upon an ideal theoretical service, penalizing incidents depending on the section, the day, the time, the type of failure and the number of passengers. It allows for the determination of responsibility in incidents. The result is calculated as a percentage.

  8. 8 Customer Satisfaction Index (CSI) The 10 most important aspects: • Punctuality • No danger of accidents • Price of the journey • Take the train at any time • Frequency • No disturbances or aggression • Speed • Information on interruptions • Carriage cleanliness • Modal co-ordination

  9. 9 55,7 Customer Satisfaction Index (CSI) 57,5 Barcelona-Vallès Line Llobregat-Anoia Line

  10. 10 Customer Satisfaction Index (CSI) - Analysis Satisfaction Importance Key issues

  11. 11 Quality Control Index (QCI) • Monitored events: • Delays of between 4 and 6 minutes • Train transfers • Train evacuation • Lift stuck with passengers inside • Validation machine breakdown • PA system breakdown Sum produced Planned objective %

  12. 12 Quality Control Index (QCI) Barcelona-Vallès Line Planned objective Actual percentage

  13. 13 Quality Control Index (QCI) Llobregat-Anoia Line Planned objective Actual percentage

  14. 14 Punctuality Barcelona-Vallès Llobregat-Anoia FGC Total

  15. 15 QCI evolution

  16. 16 Subjective and objective factors

  17. 17 QCI - CSI evolution FGC has reduced slightly its QCI levels, without significant affectation to CSI This QCI reduction comes from “significant” economies in operation and maintenance standards QCI – CSI evolution QCI QCI CQI ∆QCI CSI Cost ∆Cost

  18. 18 Conclusions • The objective indicators, like CQI, give a partial view of the quality of the service, because they concentrate mainly in “technical performance” • The subjective indicators, like CSI, give a more comprehensive approach to the quality of the service provided … • … but, on the other hand, are more likely to be affected by “external factors” • Consequently, it is unlikely that an operator accepts a bonus – malus in a Public Service Contract which is based on subjective indicators • Objective quality indicators should be the basis of a bonus – malus system, complemented by subjective indicators only in consolidated networks/services

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