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Carta Della Qualità Dei Servizi 2020 È Stata Condivisa Dalle Seguenti Associazioni Dei Consumatori E Rappresentanze Dei Cittadini - Utenti

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Carta Della Qualità Dei Servizi 2020 È Stata Condivisa Dalle Seguenti Associazioni Dei Consumatori E Rappresentanze Dei Cittadini - Utenti CARTA DELLA QUALIT Á DEI SERVIZI DEL TRASPORTO PUBBLICO E DEI SERVIZI COMPLEMENTARI DI ATAC PER L’ANNO 2020 1/67 Indice Capitolo 1 La Carta dei Servizi ............................................................................................................. 4 1.1 La Carta dei Servizi: obiettivi ............................................................................................. 4 1.2 I Contratti di Servizio con Roma Capitale ........................................................................ 4 1.3 Le Associazioni e il processo partecipativo ..................................................................... 5 1.4 Le fonti normative e di indirizzo ......................................................................................... 5 Capitolo 2 Atac si presenta ................................................................................................................... 6 2.1 I principi dell’Azienda .......................................................................................................... 7 2.2 Il sistema delle certificazioni .............................................................................................. 7 Capitolo 3 L’offerta del Servizio .......................................................................................................... 9 3.1 Il Trasporto pubblico di superficie ..................................................................................... 9 Gomma ........................................................................................................................................ 9 Ecocompatibile ........................................................................................................................... 9 3.2 Il trasporto pubblico su metropolitana ............................................................................ 11 3.3 Servizi complementari ....................................................................................................... 19 3.4 Sicurezza ............................................................................................................................ 22 Capitolo 4 L’attenzione alla qualità .................................................................................................... 23 4.1 La rendicontazione dell’attività di monitoraggio permanente .................................................. 23 4.2 Gli indicatori di qualità erogata e programmata ....................................................................... 23 4.3 Le segnalazioni degli utenti ...................................................................................................... 28 4.4 Indagini di customer satisfaction .............................................................................................. 29 Capitolo 5 La politica per il Sistema di Gestione di Atac SpA .......................................................... 32 5.1 Risanamento economico ........................................................................................................... 32 5.2 Salute e sicurezza dei propri lavoratori, degli utenti e la tutela del patrimonio aziendale ....... 32 Capitolo 6 -Tariffe e modalità di acquisto .......................................................................................... 33 6.1 Trasporto pubblico .................................................................................................................... 33 6.2 Sosta tariffata su strada ............................................................................................................. 46 6.3 Sosta di scambio ....................................................................................................................... 47 Capitolo 7 Comunicazione e informazione ......................................................................................... 49 7.1 Strumenti di informazione statica (mappe, tariffe,..) ................................................................ 49 7.2 Strumenti di informazione dinamica (stato del servizio in tempo reale) .................................. 49 7.3 Nucleo Operativo sul territorio ................................................................................................. 49 7.4 Altri canali di informazione e comunicazione .......................................................................... 49 Capitolo 8 Tutela dei cittadini-utenti e rapporto con le Associazioni ................................................ 51 8.1 Rapporto con le Associazioni dei cittadini-utenti - Conciliazione Paritetica ........................... 51 8.2 Il processo di gestione delle segnalazioni ................................................................................. 51 8.2.1 Segnalazioni, reclami, suggerimenti ........................................................................... 51 8.2.2 Rimborsi previsti e assistenza per malfunzionamenti .............................................. 51 8.3 Richiesta di risarcimento per danni a persone e/o a cose .......................................................... 52 2/67 8.3.1 Trasporto pubblico ......................................................................................................... 52 8.3.2 Parcheggi di scambio .................................................................................................... 52 8.4 Contestazione sanzioni .............................................................................................................. 53 8.4.1 Trasporto pubblico ......................................................................................................... 53 8.4.2 Sosta tariffata su strada ................................................................................................ 54 8.5 Oggetti smarriti ......................................................................................................................... 55 8.5.1 Superficie ......................................................................................................................... 55 8.5.2 Metropolitane .................................................................................................................. 56 8.6 Sciopero .................................................................................................................................... 56 Appendice A_Diritti, doveri e condizioni generali di utilizzo dei servizi .......................................... 57 Trasporto pubblico (superficie, metropolitana e ferrovie gestite da Atac) ..................................... 57 Sosta su strada ................................................................................................................................. 63 Parcheggi di scambio ...................................................................................................................... 63 Appendice B_Regolamento biciclette ................................................................................................. 65 3/67 Capitolo 1 La Carta dei Servizi 1.1 La Carta dei Servizi: obiettivi La Carta della Qualità dei Servizi è il documento attraverso il quale ogni ente erogatore di pubblici servizi assume una serie di impegni nei confronti della propria utenza, dichiarando quali servizi intende erogare ed esplicitando gli obiettivi di qualità che si prefigge . La Carta rappresenta dunque lo strumento fondamentale con il quale si attua il principio di trasparenza nell’erogazione di servizi pubblici. La presente Carta della Qualità dei Servizi si riferisce ai servizi affidati ad Atac S.p.A. da Roma Capitale relativi alla gestione dei servizi di TPL di metropolitana e di superficie e ai servizi complementari al trasporto pubblico locale. Sono affidati ad Atac dalla Regione Lazio anche i servizi di trasporto ferroviario sulle ferrovie regionali ex concesse Roma-Lido, Roma-Giardinetti e Roma- Viterbo, che sono oggetto di separata Carta dei servizi. L’Azienda, tenuto conto della situazione emergenziale dovuta alla pandemia da COVID 19, ha recepito ed attuato tutte le misure di sicurezza e di natura sanitaria (distanziamento, sanificazione, riduzione dei posti sui mezzi) inerenti al settore dei trasporti, emanate con appositi DPCM e valide per l’intero territorio nazionale fornendo ai cittadini le informazioni sulla loro applicazione. La presente Carta ha validità annuale. Atac si impegna a sottoporre annualmente la Carta a revisione in conformità ad intese con le Associazioni di Tutela dei Consumatori come previsto dall’art 2, comma 461 della Legge n. 244 del 24/12/2007 e ss. mm. ii. 1.2 I Contratti di Servizio con Roma Capitale Con Deliberazione di Assemblea Capitolina n. 47 2012 Roma Capitale ha affidato in house il servizio di trasporto pubblico di superficie e di metropolitana ed i relativi servizi complementari (sosta su strada e parcheggi di scambio) ad Atac S.p.A.. Il 10 settembre 2015 è stato stipulato il Contratto di servizio per i servizi di TPL con decorrenza dal 1° agosto 2015 fino al 3 dicembre 2019, coerentemente allo schema approvato con deliberazione di Giunta Capitolina n. 273/2015 e s.m.i., la cui durata contrattuale è stata prorogata da Roma Capitale al 3 dicembre 2021 per effetto della Deliberazione di Assemblea Capitolina n. 2 del 16 gennaio 2018. Per i servizi complementari, il 21 settembre 2017 è stato sottoscritto il Contratto che disciplina tale affidamento per il periodo che intercorre tra il 1° gennaio 2017 ed il 3 dicembre 2019, in base allo schema approvato dalla Giunta Comunale con deliberazione n. 184/2017. L’Assemblea capitolina, con deliberazione
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