Bhubaneswar on the Move 14 Aneswar on the Move the on Bhu B Aneswar 1

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1919 Part three 29

10 12 Bhubaneswar 16

18 Building y 29 29 1313 10 on the Move c i t

Tools and Guidelines Capa

for City Bus and

11 Operations 13 Training Training

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Training topics and Training durations, frequency, Indicative training Training formats to sub-topics for each class sizes and expected curricula for each staff record individual category of bus- training outcomes for each category training history operations staff category of staff 18

1313 Published by the 1111 Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH 1919 Registered offices Bonn and Eschborn, Germany 29 Integrated Sustainable Urban Transport Systems for Smart Cities (SMART-SUT) GIZ office B -5/2 Safdarjung Enclave, New Delhi 110029 Phone +91 11 49495353 10 Fax +91 11 49495391 www.giz.de/india Bhubaneswar 12 As at 12 November, 2019 on the Move

16 18 Tools and Guidelines 29 29 1313 10 for City Bus Operations

Part Author Three Jayant Deshmukh 11 Contributors A.S. Lakra, Laghu Parashar, Chhavi Dhingra, Kalyani V Menon, Shilpa 13 Training and Kharwal, Krithi Venkat, Tanya Dwivedi, Stefan Bakker, Shirish Mahendru Capacity Editing Urbi Bhaduri Building Design Trinankur Banerjee 26 SMART-SUT Consortium partners: 12 1616 This report has been prepared in partnership with Capital Region Urban Transport (CRUT), Housing and Urban Development Department, Government of Odisha.

GIZ is responsible for the content of this publication. 17 On behalf of the 19 German Federal Ministry for Economic Cooperation and Development 17 (BMZ) 24 25

29 4 PART III PART Contents

Foreword 8 Preface 13

Summary: Bhubaneswar on the Move 14 aneswar on the Move the on Bhu b aneswar 1. The Need for Training and Capacity Building 18

ools and Guidelines for City Bus O perations Identifying Capacity-Building Needs – the Example of CRUT 18 T 2.

2.1. Classroom Training Activities 19

2.1.1 Trainings for Officers Responsible for Bus Operations 2.1.2 Trainings for Officers Responsible for Bus maintenance 2.1.3 Trainings for Bus Guides (Conductors) 2.1.4 Trainings for Bus Captains (Drivers) 2.1.5 Trainings for Revenue Assurance Team (RAT)t 2.1.6 Trainings for Technicians (Mechanics, Electricians, etc.) 2.1.7 Other Trainings 2.1.8 Induction Training for New Recruits (Bus Captains & Bus Guides)

3. Training Formats 39

3.1 Employee Training Record 39

3.2 Record of Trainer Details 39

4. A Typical Training Calendar 40 6 7 Training and Capacity Building PART III PART

TabLislest of Tables: ABBRListEV ofIATI AbbrONSeviations:

Table 1: Trainings for Officers Responsible for Bus Operations 19 CRUT: Capital Region Urban Transport

Table 2: Indicative Training Agenda for Bus Operations Officers 20 FAME: Faster Adoption and Manufacturing of Hybrid and Electric Vehicles

Table 3: Trainings for Officers Responsible for Bus Maintenance 21 ETM: Electronic Ticketing Machine

Table 4: Indicative Training Agenda for Bus Maintenance Officers 22 ETIM: Electronic Ticket Issuing Machine aneswar on the Move the on Bhu b aneswar Table 5: Trainings for Bus Guides 23 ITS: Intelligent Transportation System

Table 6: Indicative Training Agenda for Bus Guides 24 IUT: Institute of Urban Transport ools and Guidelines for City Bus O perations T Table 7: Trainings for Bus Captains 25 KMPL: Kilometres Per Litre

Table 8: Indicative Training Agenda for Bus Captains 26 MoHUA: Ministry of Housing and Urban Affairs

Table 9: Trainings for Revenue Assurance Team 27 MORTH: Ministry of Road Transport and Highways

Table 10: Indicative Training Agenda for Revenue Assurance Team 28 OSDMA: Odisha State Disaster Management Authority

Table 11: Trainings for Technicians 29 MVA: Motor Vehicles Act

Table 12: Indicative Training Agenda for Technicians 30 PCV: Passenger Carrying Vehicle

Table 13: Other Trainings 31 RAT: Revenue Assurance Team

Table 14: Training Programme for Bus Captains (New Recruits) 37 RCA: Revenue Collection Agency

Table 15: Training Programme for Bus Guides (New Recruits) 38 STU: State Transport Undertaking

Table 16: Employee Training Record 39

Table 17: Record of Trainer Details 39

Table 18: Training Calendar for CRUT (2020) 40 Bhubaneswar on the Move PART III Tools and Guidelines for City Bus Operations skill development and capacity building of its staff. On staff. its of building capacity and development skill inception, streamline itsorganisationalprocesses,andinvest inthe its since passed infrastructure, build to has initiatives many taken has CRUT that year one the In and Puri-Konarkurbanareas. Cuttack Bhubaneswar, in Service) Bus (Mo services bus Urban city of operations & the manage Housing to (HUDD) Development of Department the by created was Urban Transport(CRUT),aSpecialPurposeVehicle(SPV), Service” on6thNovember2018. The CapitalRegion Bus “Mo the launched State the large), at Odisha (and friendly mode of mobility for the people of Bhubaneswar providing a comfortable, affordable and environmentally urban centres in the state, and with the objective of With a vision to create moreliveable and sustainable Forewod Government ofOdisha Development ofHousing&Urban (HUDD) Department Principal Secretary G. MathiVathanan,IAS n te etce eelcat ü Internationale towards für efforts improving mobilityplanninginBhubaneswar. (BDA), its Gesellschaft for GmbH, (GIZ) Authority Deutsche Zusammenarbeit the Development and Bhubaneswar Odisha), of the (SMART-SUT) (Government Department Cities Urban & Development Housing Smart the by jointly for implemented project, Systems Transport I compliment the Integrated Sustainable Urban sustainable mobilitycultureinthecapitalregion. commute, a creating thereby vehicles, daily private their over especially of mode preferred their as transport and that the people of Odisha increasingly choose public I hope that this trend continues in the same direction, routes. 21 across passengers 85,000 about serving day, an average, Mo Buses undertake around 1800 trips each (G. Mathi Vathanan)Mathi (G. 11 Training and Capacity Foreword Building Arun Bothra, IPS Managing Director Capital Region Urban Transport (CRUT) Bhubaneswar

Just like most other Indian cities, the capital region of a daily basis, one that does not eat up public spaces The Mo Bus service was launched by Shri Naveen On behalf of CRUT, I would also like to warmly Odisha (comprising Bhubaneswar, Cuttack, Khurda meant for people. Experiences worldwide have Patnaik, Hon’ble Chief Minister of Odisha, on November acknowledge and compliment the efforts made by the and Puri) is also witnessing high levels of economic demonstrated that cities having high-quality public 6, 2018. Since then, our focus at CRUT has been on Integrated Sustainable Urban Transport Systems for growth, resulting in increased travel demands. This transit services (buses, metros, etc.) are also the most customer service, employee development and the Smart Cities (SMART-SUT) project. Implemented jointly requirement is largely being met by private motor “liveable”. These are cities where it is not just the poor use of technology to bring precision to our work. We by the Housing & Urban Development Department vehicles, especially two-wheelers. Alarmingly, more who use public transport out of compulsion, but the have aimed to provide the best public transportation (Government of Odisha), the Bhubaneswar than 80 per cent of commuters in Bhubaneswar are well-off also choose to use the same for convenience possible to our commuters and enhance the quality Development Authority and the GIZ as a part of dependent on private vehicles. Also, the total number and comfort. In such cities, driving personal vehicles of life in our cities. We are in the process of evolving the Indo-German technical cooperation, its goal is of registered vehicles in the city, pegged at 14 lakhs by is perceived as a luxury that comes at a very hefty and learning from our past and peers, and it gives me to make sustainable mobility a reality in our capital the Regional Transport Office, exceeds the city’s total price. Investing in creating a high-quality and cost- immense pride and joy to inform you that ahead of region. I especially want to thank all the collaborators population, which was estimated as 10 lakhs in 2019! efficient public transportation system and developing its first anniversary, Mo Bus has already touched a for their wholehearted support, expertise and Till date, our standard response to increasing traffic strategies for increasing its ridership and appeal (so as daily ridership mark of 1 lakh! I would like to take this contribution in preparing this document. My hope is problems has been to make new roads, and/or widen to move people away from personal modes of travel) opportunity to congratulate all individuals and teams that the tools and guidelines shared here serve as a the existing roads. With the city’s population expected needs to take centre stage in the debate on mobility who made this possible through sheer perseverance helpful reference for other cities undertaking similar to double in the next 20 years, we need to pause choices today. and hard work. operations. and think whether this is the course of development The Capital Region Urban Transport (CRUT), which was we would want to take. Should we keep providing known as the Bhubaneswar-Puri Transport Services for more and more vehicles, or could we consider (BPTS) in its earlier avatar, is operating 200 buses disincentivising the use of private vehicles and at (with 100 more to be added) and 2000 cycles (under the same time, incentivise the use of cleaner modes its public bicycle-sharing programme) in the capital of travel? Do we want Bhubaneswar to be a healthy, region. CRUT has been improving its services through beautiful, thriving, and liveable place for all, or a city building transit infrastructure (in terms of new fleets, choked with polluting and noisy vehicles, with no safe depots, terminals, bus queue shelters, etc.), adoption (Arun Bothra) places to walk and play? of the gross-cost contract (GCC) model of operations, The answer lies in providing the city’s residents with a and the installation of Intelligent Public Transportation reliable, fast-moving and high-quality public transport Systems (IPTS). CRUT is also undergoing institutional system, which is low-carbon, more energy and space- strengthening through the enhancement of individual efficient, and safer than private vehicles. An alternative capacities and the development and streamlining of that does not pose the challenge of finding parking on its organisational processes. 13 Training and Capacity Building PART III PART Preface Dipti Mahapatro, OAS General Manager (P & A) Capital Region Urban Transport (CRUT) Bhubaneswar

In 2010, the Bhubaneswar-Puri Transport Services planning and monitoring of bus services, training and was created with a mandate to manage and operate capacity building of the organisation’s staff, etc. bus services on intra-city as well as inter-city routes This guidebook is intended to act as a ready reference within the capital city of Bhubaneswar, and between aneswar on the Move the on Bhu b aneswar for other Indian cities (especially those focussing on Bhubaneshwar, Puri, Cuttack and Khurda. On May 4, gross-cost contract models for their buses) to adapt 2018, the BPTS evolved into the Capital Region Urban and use. It does not claim to substitute any existing Transport, more commonly known as CRUT, with the comprehensive manuals on bus operations planning,

ools and Guidelines for City Bus O perations vision to reorganise public transit services in the city. T management or capacity building. Some aspects in As part of their efforts to offer technical and capacity- the document are technical in nature, while others can building support to sustainable mobility projects in serve as a tactical guide for practitioners on operations Bhubaneswar, Integrated Sustainable Urban Transport planning and as a ready reckoner for understanding the Systems for Smart Cities (SMART-SUT), in partnership roles, responsibilities and training needs within a city with the Capital Region Urban Transport (CRUT), bus agency. Bhubaneswar, have prepared a guidebook called As bus operations is a dynamic field, this guide is Bhubaneswar on the Move: Tools and Guidelines for City expected to be updated regularly to include technological Bus Operations. This guidebook documents the tools and advancements. Bhubaneswar’s bus modernisation practices that Bhubaneswar has adopted over the last strategy includes the introduction of e-buses in the one year (since the launch of the Mo Bus services on 6th coming years, and at that point, the organisational November, 2018) with the support of SMART-SUT, and structure proposed here will be modified to include this. with the goal of streamlining its city bus operations. It This will also lead to the inclusion of new processes, collates useful information on addressing issues faced especially those related to bus maintenance, training during bus operations running on PPP models, specifically and capacity building, etc. the Gross-Cost Contract (GCC) model, and provides detailed insights on a variety of relevant topics, such as I hope this guidebook adds to the existing knowledge the organisational structure of an SPV, job descriptions, on the subject, and that cities find it a useful tool for the standard operating procedures, processes for the planning and managing their bus operations.

Dipti Mahapatro 14 15 Training and Capacity Building PART III PART

Bhubaneswar on the Move: Tools and Guidelines for City Bus Operations summary aneswar on the Move the on Bhu b aneswar

Context have low densities and trip lengths averaging As cities become the engines of economic growth, between 4-8km), and given that the road

ools and Guidelines for City Bus O perations infrastructure capacities in these cities is limited,

T effective mobility becomes more and more of a central requirement. In this context, a decided there is an urgent need to place a road-based, preference for personal automobiles makes more ubiquitous, and low-cost public transport cities major contributors to GHG emissions, air system (like the bus) at the heart of our plans pollution, noise pollution, congestion – not to and policies. This could be a safe, cleaner (less mention increasing incidences of road accidents, emitting), more space-efficient alternative, and if all of which negatively impact the health and prioritised, has the ability to perform at par with productivity of the citizens. high-speed rail systems. The most common and widespread response The introduction of public-private partnership of the governments has been to expand the (PPP) models in urban bus operations in India existing road spaces and create flyovers and over the last few years has thrown up a number similar road-based infrastructure, with the hope of challenges as well as opportunities for re- of accommodating the exponential growth of looking at how bus operations can be managed infrastructure requirements, service planning, Bhubaneswar, Puri, Cuttack and Khurda, using vehicles. Another response has been to increase and monitored in cities. An increasing number and setting up of key performance indicators; the gross-cost contract (GCC) model. It has the sanctions for rail-based mass-transit projects of cities are procuring fleets (under the aegis regular capacity building, though extremely successfully recorded a daily ridership of 1 (like the metro). However, owing to their high of various government schemes), and forming important, is often overlooked, and needs to lakh commuters in October 2019. As part of its costs and limited coverage, these have had low Special Purpose Vehicles (SPVs) for running be institutionalised. This guidebook attempts to ongoing efforts to offer technical and capacity- user-appeal, and have not yet succeeded in bus operations. However, due to the absence address all these aspects of city bus operations. building support to sustainable urban mobility getting anywhere near their expected ridership of suitable guidelines, many of them still follow projects in Odisha, SMART-SUT, in partnership targets. the practices of State Transport Undertakings About CRUT and the Guidebook (STUs), which may not be an optimal approach with CRUT, has prepared this guidebook, entitled Capital Region Urban Transport (CRUT), Given that a major share of urbanisation in for addressing the nuances of city bus operations Bhubaneswar on the Move: Tools and Guidelines Bhubaneswar, is a young organisation currently India is expected to take place in her small and running on PPP models. These agencies often for City Bus Operations. It documents the tools operating 200 buses on 21 routes across medium-sized towns and cities (which typically have limited in-house capacity for estimating and practices that have helped CRUT set up its 16 17 Training and Capacity Building PART III PART

91% 76% 75% 32% 85% 98% Mo Bus users rated Mo Bus users rated Mo Bus users MoBus users used to women Mo Bus users rated elderly Mo Bus users behaviour of on- comfort on the bus rated services as be private vehicles availability of priority seats rated ease of boarding board staff as very as high punctual users as very good and alighting as very aneswar on the Move the on Bhu b aneswar good* good

efficiency of its buses in Bhubaneswar and the hensive organisational structure that can be the key components in achieving this. Besides programmes are known to have better operatio- capital region over the last one year (since the helpful in managing the large amounts of sharing some key technical terms (related to bus- nal efficiency and performance levels. Part 3of ools and Guidelines for City Bus O perations

T launch of the Mo Bus services in November 2018). manpower that GCC operations typically require. operations planning) and their meanings, Part 2 the guidebook talks of the training and capacity- The guidebook collates useful information on Under this model, services need to be procured also provides step-by-step guidance on subjects building needs of city bus agencies; it provides various aspects of city bus operations (especially from multiple private partners, and the city bus like planning bus infrastructure (fleets, depots, detailed guidelines on the categories of staff to those operating on the gross-cost contract model). agency is required to closely monitor the roles terminals and bus stops) and services (networks, be trained, proposes training modules with their The topics covered range from organisational and performances to ensure quality and avoid the bus stops, bus routes, schedules and fares). It also ideal durations, class sizes, and the topics to be structure and job descriptions to standard duplication of responsibilities. To help with this, a shares guidelines for performance monitoring taught, suggests the frequency of conducting operating procedures, reporting formats, list of Standard Operating Procedures (SOPs) for of technology, demand, supply and fleet-based trainings, and lists the expected outcomes. It methods to be adopted for service planning, various functions within a bus organisation has indicators. This section can serve as a practical also includes a list of topics for induction and re- setting up of key performance indicators, and a list been provided, along with an exhaustive list of reference for any city, for planning, scheduling orientation training. These trainings attempt to of recommended training modules and curricula, job descriptions for all employees. The SOPs have and monitoring its bus operations. cover the needs of the various categories of staff all of which can act as a ready reference and offer been prepared after extensive and critical study ,and can be adapted by a city bus agency based of the practices followed by STUs, bus companies, on the staff and resources available to them. guidelines for other Indian cities implementing Part 3: Training and Capacity Building bus operations on similar models. and bus operators. These generally exist only in The schedules proposed have been designed to memos and internal circulars, and are not readily Organisations investing in and committed to ensure that each employee gets the opportunity The guidebook consists of three parts, each available in the public domain. meticulous and consistently high-quality training to undergo training at least once a year. focusing on a different aspect of city bus operations. Part 2: Planning, Scheduling and Monitoring Part 1: Organisational Structure and Processes The prime objective of transit agencies is the provision of efficient and cost-effective services, Part 1 of the guidebook proposes a compre- and service planning and monitoring form

* Surveys conducted by GIZ (2019) 18 19 Training and Capacity Building PART III PART

1. The Need for Training and Capacity Building •• Study tours •• Bus operations •• Bus maintenance Regular capacity building of in-house staff is an extremely the performance and quality of the services provided. In Based on training-needs assessments within CRUT, •• Revenue assurance important, and unfortunately often overlooked aspect the absence of dedicated programmes/funds to address reviews of the existing literature on the subject, and •• Soft skills, like people management, grievance of creating a healthy and successful organisation. It is a capacity building, this crucial aspect is often neglected, feedback from public transport experts, the following redressal, team-building & motivation, etc way to ensure that the huge amount of urban transport or addressed at best in an ad-hoc manner. focus areas were identified for training the CRUT staff •• Energy-efficient, defensive driving practices and investments being pumped into our cities by way of (and are also applicable to other city bus agencies): techniques infrastructure are complemented by sound technical Capacity building can be done in a variety of ways, aneswar on the Move the on Bhu b aneswar and managerial capacities, and are optimally utilised. depending on the target audience, the subject matter, the long-term objectives, and the available time and resources. 2.1 Classroom Training Activities Traditionally, most city bus operating companies were Part 3 of this guidebook focuses essentially on training 1

ools and Guidelines for City Bus O perations public agencies run by State Transport Corporations. modules, curricula and the frequency of trainings for bus 2.1.1 Trainings for Officers Responsible for Bus Operations T With the PPP models of operations now becoming operations staff. It does not claim to be exhaustive or Table 1: Trainings for Officers Responsible for Bus Operations prevalent in cities, agencies responsible for bus comprehensive, and does not include details of activities operations find themselves facing issues of inadequate complementary to the trainings, such as carrying out S. No. Title Target audience Expected outcome Duration of Group size Frequency institutional capacities (especially in terms of skilled and training-needs assessments, or individual performance each session knowledgeable manpower). This has a direct bearing on monitoring of staff before and after the trainings 1 Improvement •• General manager Knowledge 1 day 10 Once a year of the sharing on the 2. Identifying Capacity Building Needs — operational •• Depot managers good practices/ efficiency of •• Depot officers techniques The Example of CRUT buses (from CRUT) already adopted in the industry Unlike other State Transport Undertakings (STUs), at the depots; all the department heads and administrative •• Bus operator for improving most of CRUT’s current staff are outsourced. The key staff are stationed at the head office, while some personnel the operational administrative positions, including the ones responsible are stationed at the depots to supervise the staff provided efficiency of buses for hiring, are recruited directly by CRUT, whereas other by the operators and the RCA. Adoption of these indirect employees such as bus captains, bus guides, good practices in For holistic strengthening of the organisation, it is cash-collection staff at the depots, etc. are provided by the operations of private partners. Also, the buses and bus captains are important to undertake tailor-made capacity-building CRUT, as per their currently provided by private bus operators, and the measures for each target group. The measures can be suitability bus guides and cash-collection staff by the RCA. broadly categorised as:

The present roles and responsibilities for bus operations •• Classroom sessions 1 Organisational chart and job descriptions for these officers have been provided in Part 1 of this guidebook, entitled “Organisational Structure and are divided between the staff at the CRUT head office and •• On-the-job training for new recruits Processes” 20 21 Training and Capacity Building PART III PART

Table 2: Indicative Training Agenda for Bus Operations Officers technology 13. Analysing the routes

S. No. Topic Duration Training Resource/ 10. Generating MIS reports 14. Incentive schemes for improving productivity Instructor 11. Techniques for planning bus operations 15. Strategies for dealing with bus bunching and 1 New policies and schemes that impact urban 1 hr Urban transport punctuality issues transport, such as the Motor Vehicles Act experts 12. Analysing the existing schedules and deciding on the (MVA), Electric Vehicles (EV) policies, Urban improvements required Transport Schemes, etc. aneswar on the Move the on Bhu b aneswar 2 Soft skills like communication, feedback 1 hr Industrial experts sharing, etc 2.1.2 Trainings for officers responsible for bus maintenance

ools and Guidelines for City Bus O perations Table 3: Trainings for Officers Responsible for Bus Maintenance T 3 Emerging practices in city bus operations 2 hrs Bus operations expert S. No. Title Target audience Expected outcome Duration of Group Frequency 4 Effective utilisation of ITS in bus operations 1 hr 30 ITS expert each session size mins 1 Bus • Maintenance Knowledge sharing on the 1 day 15 Once a 5 Bus operations planning 1 hr 30 Urban transport maintenance managers good practices/techniques year mins planners being used in the industry for • Technical bus maintenance supervisors (from CRUT as well Adoption of these learnings in as from the bus the city bus agencies as per Training Content for Bus Operations Officers 4. Infrastructure development Operators) their suitability 5. Bus and crew scheduling through the use of the ITS 1. The recent amendments in the MVA, pertaining to the fines and penalties issued for violation of traffic 6. Transport terminologies and the latest STU stats rules 7. Branding and marketing strategies 2. A brief description of the FAME-2 Policy2 8. Strategies for the prevention of revenue leakage 3. The dynamics of public transport 9. Effective bus monitoring through the use of ITS

2 Phase-II of the FAME (Faster Adoption and Manufacturing of Hybrid and Electric Vehicles) India Scheme, commonly called the FAME 2, was announced in the first week of March, 2019. It proposes to push electric vehicles (EVs) forward in public transport, and to encourage the adoption of EVs through market creation and demand aggregation. 22 23 Training and Capacity Building PART III PART

Table 4: Indicative Training Agenda for Bus Maintenance Officers 8) Fuel-saving techniques used by bus transport organisations

S. No. Topic Duration Training Resource/Instructor 9) Incentive schemes for improving productivity 10) Use of safety equipment, and safety measures to be followed 1 Emerging practices in bus maintenance 1 hr 30 Bus operations expert in workshops mins 11) Store and inventory management 2 Fleet maintenance concepts 1 Bus Manufacturers (e.g. Ashok Leyland, TATA Motors, etc.) 12) Passenger complaints pertaining to the maintenance of the

aneswar on the Move the on Bhu b aneswar buses, and the corresponding remedial actions 3 Depot management system (software) 1 ITS expert

4 Maintenance of bus aggregates 1 hr 30 Aggregate manufacturers (e.g. Lucas, ools and Guidelines for City Bus O perations

T mins Wabco, ZF, Rane, Cummins, TVS, etc.) 2.1.3 Trainings for Bus Guides (Conductors) 5 Tyre & battery maintenance 1 hr 30 Tyre & battery manufacturers Table 5: Trainings for Bus Guides mins 6 Safety in workplace 30 mins Safety officer S. No. Title Target audience Expected outcomes Duration Group size Frequency

1 Task Bus guides • Knowledge sharing 1 day 30 to 35 Once a year management for on the roles and Training Content for Bus Maintenance Officers bus guides responsibilities of 1) Infrastructure requirements for maintenance bus guides 2) Requirements of new generation depot-equipment • Improvement of soft skills 3) Technical manpower requirements • Initiatives 4) The effective use of the Depot Management Sys- for revenue tem (software), using ITS technology improvement 5) Emerging bus maintenance practices 6) Emerging bus technologies 7) Defect diagnosis and remedial actions 24 25 Training and Capacity Building PART III PART

Table 6: Indicative Training Agenda for Bus Guides off-peak hours. Employing the “issue and start” 10) Handling of adverse situations/untoward incidents method where, in case of heavy passenger loads, S. No. Discussion Topic Duration Training Resource/Instructor the conductor starts issuing tickets before the bus 11) Revenue pilferage and its adverse effects starts, thereby completing ticketing for all the pas- 12) Procedure for taking disciplinary action sengers even before the bus reaches the next stop. 1 Roles and responsibilities of bus 1 hr 30 mins Bus operations expert/ 13) Standard operating procedures (SOPs) for bus guides Manager (Operations)/ 7) How to conduct themselves with the passengers guides Depot manager 8) Guiding differently-abled passengers 14) Shutting bus windows during the last trip, before aneswar on the Move the on Bhu b aneswar 2 Soft skills 1 hr 30 mins Industrial expert 9) The enforcement of seat reservations for various the bus is parked at the depot categories 3 Analysis of passenger 1 hr Manager (Control Centre)/ ools and Guidelines for City Bus O perations

T complaints and remedies Depot officer

4 ETIM training & tests 1 hr 30 mins ETIM manufacturer/ETM 2.1.4 Trainings for Bus Captains (Drivers) supervisor Table 7: Trainings for Bus Captains 5 Handling of adverse situations/ 30 mins Industrial experts/ untoward incidents Driver trainer S. No Title Target audience Expected outcome Duration Group size Frequency 6 Standard operating procedures 1 hr Manager (Training) for bus guides (including the 1 Task Bus Captains • Knowledge sharing 1 day 30 to 35 Once a year applicable rules and regulations) management on the roles and for bus responsibilities of bus captains captains Training Content for Bus guides 3) The duties and responsibilities of bus guides • Improvement of soft 1) The importance and the dynamics of public trans- 4) Checking the bus before the start of duty skills port 5) Various types of fares and concessions, smart • Defensive driving skills 2) Optimising the sale of seat kilometres by effec- cards, etc. • Eco-driving tively using ticketing techniques 6) The ticketing process during peak hours and 26 27 Training and Capacity Building PART III PART

Table 8: Indicative Training Agenda for Bus Captains 5) Checking the bus before the start of duty (for all 15 10) Addiction (smoking, drinking, chewing tobacco, etc.) and its adverse impacts S. No. Discussion Topic Duration Training Resource/Instructor parameters) 6) Driving habits with a focus on reducing break- 11) How drivers can help in improving bus revenues 1 Roles and responsibilities of bus 1 hr 30 mins Bus operations expert/ downs 12) Traffic rules and regulations, and knowledge of the captains Manager (Operations)/ MVA, esp. pertaining to the imposition of penalties Depot manager 7) Eco-driving habits, with a focus on fuel savings, i.e. achieving more kilometres per litre (KMPL) 2 Soft skills 1 hr 30 mins Industrial expert 13) Procedure for taking disciplinary action against violations of rules 8) Defensive driving techniques for preventing acci- aneswar on the Move the on Bhu b aneswar dents 14) Strategies and remedial actions for dealing with 3 Addiction and its adverse impacts 1 hr Medical experts bus bunching and punctuality issues 9) Handling of adverse situations/untoward incidents ools and Guidelines for City Bus O perations T 4 Accident analysis and defensive driving 1 hr 30 mins Driver trainers techniques 2.1.5 Trainings for Revenue Assurance Team (RAT) 5 Handling of adverse situations/ 1 hr Driver trainers/Industrial experts Table 9: Trainings for Revenue Assurance Team untoward incidents Group S. No Title Target audience Expected outcome Duration Frequency 6 Improvements in fuel efficiency 1 hr PCRA/ size (eco-driving)3 Bus operations experts/ Driver trainer 1 Task Inspectors and • Awareness ½ day 20 Twice a year management supervisors of of revenue for the Revenue RAT performances route- Assurance wise 3) Carrying a toolkit with them at all times, con- Training Content for Bus Captains Team (RAT) taining their license, PCV (Passenger Carrying • Improvement in soft 1) The importance and the dynamics of public Vehicle) badge, log sheet, schedule chart, emer- skills transport gency numbers, etc. • New initiatives for 2) The duties and responsibilities of bus captains improving revenue 4) How to conduct themselves with the passengers generation

3 In bus operations, fuel efficiency is a very important parameter, with both economic and environmental implications. It is greatly impacted by driving technique, and so there is a need to train bus captains on aspects of eco-driving (ecological, economical and safe driving). The aim of eco-driving is to reduce fuel consumption, greenhouse gas emissions, and accidents. Bus Karo (Version 2), a WRI India publication, has a complete chapter on the subject (“Chapter 4: Fuel Efficiency Training and Management”), which can be accessed at https://wricitieshub.org/sites/default/files/BUS_KARO_2.0- Case_Studies_from_India.pdf 28 29 Training and Capacity Building PART III PART

Table 10: Indicative Training Agenda for Revenue Assurance Team operations of Intermediate Public Transport (IPT) 3. Procedure for reporting against delinquent services on the routes affect the ridership employees, deficiencies noticed in reports and in the remedial actions taken S. No. Discussion Topic Duration Resource • Improving the ticketing process by introducing ground bookings 4. Taking new initiatives to prevent fare pilferages, Route-wise presentation on financials, 1 hr 30 mins Manager (Bus 1 and improve ridership performances and remedies Operations)/ 2. The procedure for conducting detailed analysis of Depot manager/ RAT passenger feedback and complaints, and planning 5. Developing soft skills In charge measures for improvement. aneswar on the Move the on Bhu b aneswar 2 Analysis of passenger complaints and 1 hr Manager (Control their remedies Centre)/ Depot manager/ RAT

ools and Guidelines for City Bus O perations In charge T 2.1.6 Trainings for Technicians (Mechanics, Electricians, etc.) 3 Procedure for reporting against 30 mins Enquiry officer delinquent employees Table 11: Trainings for Technicians

4 Soft skills 1 hr Industrial experts S. No Title Target audience Expected outcome Duration Group size Frequency

1 Task Technical • Awareness of 1 day 20 Once in year management supervisors, the standard Training Content for the Revenue Assurance • Curtailment of trips with low ridership for mechanics, maintenance Team technicians electricians practices and of • The availability of bus stops on the route new technologies 1. Route-wise analysis of the financial • Conducting surveys to understand the • Benefits to CRUT aspects, performance, and measures for requirements of the passengers due to improved bus maintenance improvement: • Deviations/extensions of the route • Analysis of the schedules being operated towards improving ridership on the routes • Gauging the requirement of additional • Analysis of the trips and kilometres lost buses on high-ridership routes, to prevent on the route the loss of passengers to other modes of transport • Changes in timetables towards improving ridership • Understanding how the clandestine 30 31 Training and Capacity Building PART III PART

Table 12: Indicative Training Agenda for Technicians • Clutch assembly 8. Ways to improve the performance of low-KMPL • Propeller shaft buses S. No. Discussion Topic Duration Training resource/instructor • Brake system 9. Attending to buses with smoky exhausts 1 Good practices in bus maintenance 1 hr 30 mins Maintenance manager/ • Steering system 10. Analysis of issues in buses reported for accidents Assistant Manager • Electrical system (Maintenance) due to mechanical failures, and possible • Fuel system preventive measures 2 Preventive and predictive maintenance 1 hr Bus manufacturer (Ashok aneswar on the Move the on Bhu b aneswar • Sign boards (LED) 11. Analysis of accidents reported in a workshop due practices Leyland, TATA Motors, etc. ) • ITS components to poor workmanship and safety measures not being in place 3 Breakdown analysis and remedial 1 hr Maintenance manager/ 7. Maintenance of tyres and batteries

ools and Guidelines for City Bus O perations measures Bus manufacturer T

4 Maintenance of bus aggregates 1 hr 30 mins Aggregate manufacturers (Lucas, Wabco, ZF, Rane, 2.1.7 Other Trainings Cummins, TVS, etc.) Table 13: Other trainings 5 Tyre & battery maintenance 1 hr Tyre & battery manufacturers S. No. Target Audience Training Expected Frequency Source Course Authority outcomes duration g Safety measures in the workplace 1 hr Industrial Safety officer (Analysis of accidents and remedial 1 · General Manager Central • Awareness of Once a Training As specified measures) · ·· Manager (Bus Institute standard bus year calendar in the Operations) of Road operations and published by training ·· Manager Transport maintenance CIRT every programme (CIRT), Pune practices year Training Content for Technicians 4. System-wise analysis of en route breakdowns, (Maintenance) and deciding upon remedial measures ·· Depot managers 1. The different types of preventive maintenance ·· Depot officers 5. Analysis of driver complaints and remedial schedules ·· Technical supervisors measures 2. A checklist for inspecting buses for preventive 6. Maintenance of various aggregates with maintenance respect to the bus, such as:

3. Equipment, tools, jigs and fixtures required for • Engine the proper maintenance of the buses • Gear box 32 33 Training and Capacity Building PART III PART

S. No. Target Audience Training Expected Frequency Source Course S. No. Target Audience Training Expected Frequency Source Course Authority outcomes duration Authority outcomes duration

2 • Managing Director Leaders Capacity Once a Trainings As specified 5 • Manager (Maintenance) Bus Enhancement Once a Training As specified in Urban building of year and in the • General managers • Depot managers manufacturers of technical year calendars in the Transport transport capacity- training knowledge released training • Manager (Bus Planning department building programme • Technical supervisors Operations) of bus by bus program programme officials in programmes maintenance, • Depot managers (LUTP) operational, by the and other • Finance managers conducted by financial, Ministry of emerging bus aneswar on the Move the on Bhu b aneswar CEPT (Center technical and Housing technologies for Excellence human and Urban in Urban resource Affairs 6 • Managing Director WRI India’s Capacity Twice a As per

ools and Guidelines for City Bus O perations Transport) parameters T • General managers “Bus Karo building year WRI India’s Workshops”4 through schedule peer-to-peer 3 • General Manager Ministry Awareness of Once a Training and As specified knowledge sharing • Manager (Bus of Road road safety year capacity- in the operations) Transport and and accident building training Highways prevention programmes programme 7 • Bus captains Prajapita Dealing better Once a Training ½ Day • Manager (Maintenance) (MORTH) by • Bus guides Brahma with stress, year calendars • Depot managers MORTH Kumaris and developing released Ishwariya various other every year 4 • Managing Director Ministry of Capacity Once a Training and As specified Vishwa soft skills by wellness Vidyalaya • General Manager Housing and building of year capacity- in the Urban Affairs transport building training • Manager (Bus (MoHUA) department programmes programme 8 • Bus captains Art of Living Developing Once a As per ½ Day operations) officials in by • Bus guides Yoga and focus on the year request • Manager (Maintenance) operational, MoHUA Meditation task at hand, calming and • Depot managers financial, technical, and stretching human exercises resource parameters

4 In December 2009, WRI India launched Bus Karo: A Guidebook on Planning and Operations, with support from the Ministry of Urban Development, Government of India. This was followed by a series of bi-annual peer-learning workshops on different themes related to bus-operations planning and management. The objective of the workshops was to create a platform for cities to share success stories and learnings with each other, which would in turn help them build their capacities. 34 35 Training and Capacity Building PART III PART

S. No. Target Audience Training Expected Frequency Source Course S. No. Target Audience Training Expected Frequency Source Course Authority outcomes duration Authority outcomes duration

9 • Depot officers Differently- Learning Once a As per 2 hrs 12 • General Managers Odisha State Training for Once a Training 2hrs • Bus captains abled schools the skills of year request • Manager (Bus Disaster conducting year calendars communicating operations) Management rescue released by • Bus guides with differently- Authority operations the OSDMA abled • Depot managers (OSDMA) during floods, aneswar on the Move the on Bhu b aneswar commuters • Manager (Maintenance) cyclones, etc. • Technical officers 10 • Manager (Bus Institute of Safety Once a As per 2 hrs operations) Industrial requirements in year request • Supervisors ools and Guidelines for City Bus O perations T • Depot managers Safety and Fire the workplace, • Bus captains Management knowledge • Bus guides • Manager (Maintenance) and skills • Technical officers related to fire- • Security personnel • Supervisors management • Bus captains • Bus guides • Security personnel

11 • Manager (Bus Indian Red Training for Once a As per 2hrs operations) Cross Society/ developing year request • Depot managers First-Aid the ability to Training administer • Manager (Maintenance) Institute first aid to the • Technical officers commuters/ • Supervisors staff during emergencies • Bus captains • Bus guides • Security personnel 36 37 Training and Capacity Building PART III PART

2.1.8 Induction Training for New Recruits (Bus Captains & Bus Guides) Table 14: Training Programme for Bus Captains (New Recruits)

S. No. Discussion Topic Duration Training Instructor

1 On-wheel training (practice during day, 7 days Driver trainer (provided by the evening, night, peak hours and congested bus operator) roads) aneswar on the Move the on Bhu b aneswar Classroom Training – Day 1 1 Roles and responsibilities of bus captains 2 hrs Manager (Bus Operations)

ools and Guidelines for City Bus O perations and Depot manager T

2 Defensive driving techniques 2 hrs Driver trainer/ Industrial experts 3 Features of a bus & 2 hrs Driver trainer (provided by the fuel-efficient driving bus manufacturer) 4 Traffic regulations 1 hr Officials from the Traffic Department

Classroom Training – Day 2 1 Soft skills 1 hr 30 mins Industrial experts 2 Rules & regulations, contract conditions, line 1 hr 30 mins Depot manager (provided by notices the bus operator)

3 Handling adverse situations/untoward 1 hr Industry expert/Depot incidents manager 4 Damage to parts (clutch, gear, etc.) due to 1 hr 30 mins Manager (Maintenance) poor driving habits 5 Addictions and their adverse effects 1 hr Medical experts 38 39 Training and Capacity Building PART III PART

Table 15: Training Programme for Bus Guides (New Recruits) 3. Training Formats S. No. Discussion Topic Duration Training Instructor To ensure that all the various categories of staff in the organisation get opportunities for undergoing trainings 1 Training on ETIM Machines (4 days each 8 days ETIM supervisor, at least once a year, the city bus agency needs to have a training department or cell, to diligently maintain for the indoors and the outdoors) Manager (RCA), individual records. The following formats will be useful in this regard. Depot officer (CRUT) 3.1 Employee Training Record: Classroom Training aneswar on the Move the on Bhu b aneswar This format will help in recording the individual training history of each employee, and keep track of whether 1 Roles and responsibilities of bus guides 1 hr 30 mins Manager (Bus they have undergone or missed one or multiple trainings. operations), Depot Table 16: Employee Training Record ools and Guidelines for City Bus O perations manager T S. No. Name of the employee Date of Description of the training conducted Remarks (if any) 2 Soft skills 1 hr 30 mins In charge (RAT)/ training Industrial experts

3 Handling adverse situations/untoward 1 hr Industry expert/Depot incidents manager

4 Ticketing methods, types of passes, 1 hr Manager (RCA) concessions, reserved seats, luggage tickets, etc. 3.2 Record of Trainer Details:

5 Revenue leakage and its consequences 1 hr Enquiry officer This is a list of all the external trainers, and will not only help to ensure proper utilisation of their services, but also act as a ready reference for upcoming trainings. 6 Rules and regulations, contract 1 hr Manager (RCA) conditions, line notices Table 17: Record of Trainer Details

S. No. Name of the trainer Designation Name of the Firm Target category of staff who would benefit from the training 40 41 Training and Capacity Building PART III PART

4. A Typical Training Calendar S. No Months Employee category Duration of the training Week No. 2 Feb 2020 Maintenance managers, 1 day 1st Week Technical supervisors An example of a typical training calendar for in-house trainings is proposed below. In its present form, it (both from CRUT & from has been prepared for the use of CRUT in the year 2020. It can however be used year after year, with minor the Bus operators) modifications if and when necessary. Bus captains 1 day 1st Week Table 18: Proposed Training Calendar for CRUT (2020)5 Bus guides 1 day 2nd Week aneswar on the Move the on Bhu b aneswar S. No Months Employee category Duration of the training Week No. Bus captains 1 day 3rd Week nd 1 Jan 2020 General Manager, Depot 1 day 2 Week Bus guides 1 day 4th Week

ools and Guidelines for City Bus O perations managers, Depot officers

T st (both from CRUT & from 3 March 2020 Technical supervisors, 1 day 1 Week the bus operators) mechanics, electricians, tyre men Revenue Assurance Team ½ day 1st Week st with supervisors (1st batch) Bus captains 1 day 1 Week nd Revenue Assurance Team ½ day 1st Week Bus guides 1 day 2 Week with supervisors (Next day Bus captains 1 day 3rd Week 2nd batch) Bus guides 1 day 4th Week Bus captains 1 day 1st Week Bus guides 1 day 2nd Week Bus captains 1 day 3rd Week Bus guides 1 day 4th Week

5 Can be used by any city bus agency running on a gross-cost model, and for any year. 42 43 Training and Capacity Building PART III PART

S. No Months Employee category Duration of the training Week No. S. No Months Employee category Duration of the training Week No. 4 April 2020 1 day 1st Week 6 June 2020 Technical supervisors, 1 day 1st Week Technical supervisors, mechanics, electricians, mechanics, electricians, tyre men tyre men Bus captains 1 day 1st Week

1 day 1st Week Bus guides 1 day 2nd Week

aneswar on the Move the on Bhu b aneswar Bus captains Bus captains 1 day 3rd Week

nd 1 day 2 Week Bus guides 1 day 4th Week Bus guides ools and Guidelines for City Bus O perations T 7 July 2020 Revenue Assurance Team ½ day 1st Week st 1 day 3rd Week with supervisors (1 batch) Bus captains

Revenue Assurance Team ½ day 1st Week th 1 day 4 Week with supervisors (Next day Bus guides 2nd batch)

Bus captains 1 day 1st Week 5 May 2020 Technical supervisors, 1 day 1st Week mechanics, electricians, tyre men Bus guides 1 day 2nd Week Bus captains 1 day 1st Week Bus captains 1 day 3rd Week Bus guides 1 day 2nd Week Bus guides 1 day 4th Week Bus captains 1 day 3rd Week Bus guides 1 day 4th Week 44 45 Training and Capacity Building PART III PART

S. No Months Employee category Duration of the training Week No. S. No Months Employee category Duration of the training Week No. 8 August 2020 1 day 1st Week 10 Oct 2020 Bus captains 1 day 1st Week Bus captains Bus guides 1 day 2nd Week Bus captains 1 day 3rd Week 1 day 2nd Week Bus guides 1 day 4th Week Bus guides aneswar on the Move the on Bhu b aneswar 1 day 3rd Week 11 Nov 2020 Bus captains 1 day 1st Week Bus captains Bus guides 1 day 2nd Week ools and Guidelines for City Bus O perations T

th 1 day 4 Week rd Bus guides Bus captains 1 day 3 Week Bus guides 1 day 4th Week 9 Sept 2020 Technical supervisors, 1 day 1st Week mechanics, electricians, st tyre men 12 Dec 2020 Bus captains 1 day 1 Week Bus guides 1 day 2nd Week st 1 day 1 Week rd Bus captains Bus captains 1 day 3 Week Bus guides 1 day 4th Week 1 day 2nd Week Bus guides

1 day 3rd Week Bus captains

1 day 4th Week Bus guides 46 47 Training and Capacity Building PART III PART aneswar on the Move the on Bhu b aneswar ools and Guidelines for City Bus O perations T Bhubaneswar on the Move PART III Tools and Guidelines for City Bus Operations GIZ intheimplementationofthisproject. India andtheWuppertalInstituteissupporting of services.AconsortiumcomprisingGFA,WRI enhance theircapacitiesforefficientdelivery institutional structuresandprocesses, transport agenciestosetuptherequired and modalintegration.Italsosupportsurban of publictransport,non-motorisedtransport sustainable urbantransportprojectsinthefields low-carbon mobility,andtoplanimplement their respectivestategovernments,topromote - Bhubaneswar,Coimbatore,andKochi, The projectworkswiththethreeSmartCities Internationale Zusammenarbeit(GIZ)GmbH. (MoHUA) andDeutscheGesellschaftfür by theMinistryofHousingandUrbanAffairs (August 2017-July2021)isjointlyimplemented Systems forSmartCities(Smart-SUT)project The IntegratedSustainableUrbanTransport About theGIZsupportedSMART-SUTProject Integrated SustainableUrbanTransportystemsfor B -5/2SafdarjungEnclave,New Delhi110029 Smart CitiesinIndia(SMAR T-SUT) Project Deutsche GesellschaftfürInternationale T: +911149495353,F: 49495391 Zusammenarbeit (GIZ)GmbH I: www.giz.de/india

Part Training and Capacity Building three