Kräfte bündeln Joining Forces Quality in contracts for public transport Brussels, 29.06.2005.
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Transcript of Kräfte bündeln Joining Forces Quality in contracts for public transport Brussels, 29.06.2005.
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Kräfte bündelnJoining Forces
Quality in contractsQuality in contractsfor public transportfor public transport
Brussels, 29.06.2005
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Stuttgart Region within Germany
France
Switzerland Austria
Belgium
Netherlands
CzechRepublik
Poland
Denmark
Lux.
North Sea Baltic Sea
Hamburg
Berlin
BonnFrankfurt
MunichRegion
Stuttgart
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Integration area: 3,012 km2
Inhabitants: 2.366 million
Employees: 0.9 million
Cities and villages: 141
26 years of experience with integration
One integration company for - hosting the sharing of the revenue - informing passengers about timetables and fares
Integration area
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Integration system
• Full integration
- zone system for determination of the ticket fare
- one ticket for all modes
- same fare for all modes
- several interchanges are possible
- fare is not depending on number of interchanges
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Transport performance
Passengers per Year
0
50
100
150
200
250
300
350
1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003
non frequent users commuter pupils Pass Orange seniors disabled people others
Mio
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Operators in the Region
1. German Rail: Regional Rail + S-Bahn
2. WEG (Connex): Regional Rail
3. SSB (Operator of the City of Stuttgart): Light Rail, Trams and Buses
4. 40 more or less private bus operators: regional buses
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The PTAs in the Stuttgart Region
1. State of Baden-Württemberg: all regional trains despite:
2. Stuttgart Region: S-Bahn + some regional trains within the region
3. 4 districts: regional buses
4. City of Stuttgart: light rail, tram and city-buses
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The Suburban Rail System S-Bahn
1. 6 lines
2. 248 line-km
3. 8.5 million train-km/year (plus 0.4 mn train-km for regional trains)
4. Total costs around 140 million Euro
5. Subsidies: around 50 million Euro
6. Duration of contract : 01.07.2003 – 12/2013
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Quality in the S-Bahn contract
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Objectives of the quality chapter
1. Get an overview if there is a (major) gap between the quality delivered and the quality as contracted.
2. In case of a major gap: in which field of the quality does it exist?
3. Find out if it is only a problem of the operator or a sytematic one (f.ex. bad infrastructure). In the latter case: What can we do to minimize the gap (based on the malus-payments)?
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Indicators included in the contract ITotal amount for bonus/malus: 954.677 €
subjective 286.403 €
30%
objective 668.274 €
70%
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Indicators included in the contract II
Cleanliness in trains167.068 €
25%
Funciton of ticket machines100.241 €
15%
Management of complaints
66.827 €10% Punctuality
334.137 €50%
Objective indicators
peak-time max 3 min delay; 53.462 €
off-peak max 3 min delay
113.607 €
peak-time max 6 min delay; 53.462 €
off-peak max 6 min delay
113.607 €
1
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Indicators included in the contract IIISubjective indicators
Cleanliness in trains; 28.640 € ; 10%
Security in trains; 28.640 € ; 10%
Supply of seats in trains; 28.640 € ; 10%
Passenger information (normal case); 28.640 €
; 10%
Are trains damaged?; 28.640 € ; 10%
Passenger information in case of delay; 71.601
€ ; 25%
Punctuality; 71.601 €
25%
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Method of measurement of the indicators IObjective:
• Punctuality: complete inventory count on at least 3 stations for each train
• Cleanliness: 4 waves with total 220 trains per year, trained personnel
• Management of complaints: complete inventory count of complaints and time for answering
• Function of ticket machines: 4 waves with 2 days per wave, personnel of DB
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Method of measurement of the indicators II
Subjective:
• 6 waves per year
• 640 passengers are interviewed
• external personnel
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Method of computation of bonus and malus
• if measured value is outside field of tolerance: bonus (if better) or malus has to be paid
• amount is rising linear
• bonus/malus is cut off at defined levels
• all in all the operator can not realize a bonus; bonus is only for minimizing the malus (in the best case to 0 €)
• trains that don‘t run are outside this malus-system and don‘t have to be paid by the PTA
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70,00%
75,00%
80,00%
85,00%
90,00%
95,00%
100,00%
Jan
02
Mrz
02
Mai
02
Jul 0
2
Sep 0
2
Nov 0
2
Jan
03
Mrz
03
Mai
03
Jul 0
3
Sep 0
3
Nov 0
3
Jan
04
Mrz
04
Mai
04
Jul 0
4
Sep 0
4
Nov 0
4
Jan
05
Mrz
05
Mai
05
peak <3 min
peak <6 min
Linear (peak <6 min)
Linear (peak <3 min)
Punctuality in Peak-time 2002 - 2005
Results of measuring punctuality
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Results of objective measurements
50,00%
55,00%
60,00%
65,00%
70,00%
75,00%
80,00%
85,00%
90,00%
95,00%
100,00%
Sauberkeit im Zug Schadensfreiheit der Züge Fahrgastinformation im Zug Beschwerdemanagement Funktionsfähigkeit derAutomaten
2002 2003 2004Toleranzfeld
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Results of subjective measurements
0
0,5
1
1,5
2
2,5
3
3,5
Pünktlichkeit Sauberkeit der Züge Sicherheit im Zug Schadensfreiheit derZüge
Sitzplatzangebot imZug
Information imRegelfall
Information zuStörungen
2002
2003
2004
Passsengers satisfaction with quality
B SUNO
M A L U S
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Conciliation procedure
• conciliation procedure is only defined for the rest of the contract but not for the quality measurement system, for every step is clear and the maximum penalty is defined
• reality shows that in case of any irritations the operator and the PTA are talking to each other for solving it