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TRB TCRP RRD #64: Excellence in Customer Service in Transit

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TRB TCRP RRD #64: Excellence in Customer Service in Transit Transit Cooperative Research Program Sponsored by the Federal Transit Administration RESEARCH RESULTS DIGEST November 2003—Number 64 Subject Areas: IA Planning and Administration, Responsible Senior Program Officer: Gwen Chisholm-Smith VI Public Transit, and VII Rail International Transit Studies Program Report on the Spring 2003 Mission Excellence in Customer Service in Transit Operations in Small to Medium-Sized Cities in Western Europe This TCRP digest summarizes the mission performed March 27 to April 11, 2003, under TCRP Project J-3, “International Transit Studies Program.” This digest includes transportation information on cities and facilities visited, lessons learned, and discussions of policies that could be applied in the United States. This digest was prepared by Margaret Mullins of the Eno Transportation Foundation and is based on reports filed by the mission participants. INTERNATIONAL TRANSIT STUDIES domestic and international contacts for addressing PROGRAM public transport problems and issues. The program arranges for teams of public trans- About the Program portation professionals to visit exemplary transit operations in other countries. Each study mission The International Transit Studies Program (ITSP) focuses on a theme that encompasses issues of is part of the Transit Cooperative Research Program concern in public transportation. Cities and transit (TCRP). ITSP is managed by the Eno Transporta- systems to be visited are selected on the basis of tion Foundation under contract to the National their ability to demonstrate new ideas or unique Academies. TCRP was authorized by the Inter- approaches to handling public transportation chal- modal Surface Transportation Efficiency Act of lenges reflected in the study mission’s theme. Each 1991 and reauthorized in 1998 by the Transporta- study team begins with a briefing before departing tion Equity Act for the 21st Century. It is governed on an intensive, professionally stimulating 2-week by a memorandum of agreement signed by the mission, after which they return home with ideas National Academies, acting through its Transpor- for possible application in their own communities. tation Research Board (TRB); by the Transit Team members are encouraged to share their inter- Development Corporation, which is the education national experience and findings with peers in the and research arm of the American Public Trans- public transportation community throughout the portation Association (APTA); and by the Federal United States. Study mission experience also helps Transit Administration (FTA). TCRP is managed to better evaluate current and proposed transit by TRB and funded annually by a grant from FTA. improvements and can serve to identify potential ITSP is designed to assist in the professional public transportation research topics. development of transit managers, public officials, Study missions normally are conducted in the planners, and others charged with public transpor- spring and fall of each year. Study teams consist of tation responsibilities in the United States. The up to 15 individuals, including a senior official program accomplishes this objective by provid- designated as the group’s spokesperson. Transit ing opportunities for participants to learn from for- properties are contacted directly and requested to eign experience while expanding their network of nominate candidates for participation. Nominees 2 CONTENTS International Transit Studies Program, 1 About the Program, 1 About this Digest, 3 Excellence in Customer Service in Transit Operations in Small to Medium-Sized Cities in Western Europe, 3 Transit System Overview, 3 Corporate Structure and Governance, 4 Funding, 7 Sources of Funding, 7 Transit Expenditures, 8 Service Standards, 8 Punctuality, 9 Service Levels and Frequency, 9 Crowding, 9 Safety and Security, 9 Additional Standards, 10 Performance Measures, 10 Communication Strategies, 12 External Communications, 13 Marketing, 13 Internal Communications, 14 Information to Riders, 14 Staff Training and Motivation, 15 Passenger Amenities, 16 Intermodal Connections and Facilities, 16 Passenger Amenities at Bus, Tram, and Train Stations, 18 Passenger Services at Terminals and Parking Facilities, 19 Passenger Amenities for the Aging Population and Persons with Disabilities, 19 Other Types of Passenger Amenities, 20 Fare Media, 20 Summary, 24 Appendix A—Study Mission Team Members, 25 Appendix B—Study Mission Host Agencies/Companies, 25 Appendix C—List of Acronyms & Definitions, 26 3 are screened by a committee of transit officials and the TCRP tion, and it is an important cultural center, with more than 30 Project J-3 Oversight Panel endorses the selection. museums and numerous art galleries and theaters. The offi- Study mission participants are transit management per- cial language is French, but many people also speak English sonnel with substantial knowledge and experience in transit and German. activities. Participants must demonstrate potential for advance- In 1987, a public referendum forced the transfer of public ment to high levels of public transportation responsibilities. transportation services within the canton (state) of Geneva Other selection criteria include current responsibilities, from private for-profit operators to a public company, Trans- career objectives, and the probable professional develop- ports Publics Genevois (TPG). TPG now provides 93% of ment value of the mission for the participant and sponsoring bus, tram, and boat public transportation services within the employer. Travel expenses for participants are paid through city of Geneva and surrounding suburban areas. TCRP Project J-3 funding. The TPG fleet of 345 vehicles includes 46 articulated For further information about the study missions, contact Gwen trams, 73 articulated electric trolleybuses, 149 articulated Chisholm-Smith at TCRP (202-334-3246; [email protected]) buses, 74 standard buses, and 3 minibuses operating on 3 or Kathryn Harrington-Hughes at the Eno Transportation tram lines, 6 trolleybus lines, 29 urban bus lines, and 15 Foundation (202-879-4718; [email protected]). regional bus lines. The service area of 95 square miles encompasses a population of approximately 400,000 and About this Digest includes the city of Geneva, which has a population of 180,000. The following digest is an overview of the mission that The tram network is a key element of the public transport investigated excellence in customer service in small to system, accounting for more than 25% of overall ridership. medium-sized cities in Western Europe. It is based on indi- TPG is focusing on several system improvements, including vidual reports provided by the team members (for a roster of railway expansion featuring 21 new trams; acquisition of 50 the team members, see Appendix A), and it reflects the views new trolleybuses; and the introduction of 100 new double- of the team members, who are responsible for the facts and articulated, 193-passenger buses to replace the 15-year-old accuracy of the data presented. The digest does not neces- diesel buses. The rail and bus vehicles operated by TPG are sarily reflect the views of TCRP, TRB, the National Acad- connected and integrated with other modes of transporta- emies, APTA, FTA, or the Eno Transportation Foundation. tion, including automobiles, bicycles, pedestrian facilities, and parking at numerous locations. TPG carries more than 127 million passenger trips per EXCELLENCE IN CUSTOMER SERVICE IN year, which represents approximately 34% of the region’s TRANSIT OPERATIONS IN SMALL TO MEDIUM- total trips. This amount translates into 343,000 passengers SIZED CITIES IN WESTERN EUROPE daily and equals almost one ride per inhabitant. With 90,000 unlimited-ride season tickets sold, one in four residents of The theme of this study mission was “Excellence in Cus- Geneva is a frequent public transportation user. The com- tomer Service in Transit Operations in Small to Medium- pany has approximately 1,400 employees. TPG was ISO Sized Cities in Western Europe.” Over a 2-week period, the 9001/PM 9001 certified in 1998, the first public transporta- study team met with senior management staff in Geneva, tion provider to achieve that milestone. Switzerland; Leipzig, Germany; Prague, Czech Republic; and Helsinki, Finland (for a list of host agencies, see Appen- Leipzig, Germany dix B) to learn how these transit agencies have been success- ful in promoting a customer service culture by instituting Leipzig lies southwest of Berlin in the northwest portion service quality standards and performance measures, using of Saxony. With approximately 560,000 residents, Leipzig effective communication strategies, stressing staff training, is the second largest city in the former German Democratic emphasizing passenger amenities, and employing fare media Republic (GDR, or East Germany). Leipzig was the starting conveniences. point of the peaceful revolution that led to Germany’s reuni- fication in 1989. The city is famous as a center for trade fairs Transit System Overview and conferences, and it has been an important center of print- ing and book-selling since the late 15th century. The world’s Geneva, Switzerland first textbook was printed there in 1507 and later the first daily newspaper in 1660. It is also very much a city of music: Geneva is situated in the center of Western Europe on the Wagner was born in Leipzig, and Bach worked in Leipzig banks of Lake Geneva. It sits 1,200 feet above sea level from 1723 until his death in 1750. between the Jura Mountains
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