1. ENERQI – Quality Management
for Public Transport
Willem Buijs DTV Consultants
Legal disclaimer:
The sole responsibility for the content of this presentation lies with the authors. It does not represent the opinion of the European Communities. The European Commission is not responsible for any use that may be made of the information contained therein.

2. Kwaliteitsverkenner – Quality scouts
• Idea from DTV Consultants to involve regular travellers of public
transport in surveys about the perceived quality of the trip
• Started with a test in 2005 in the city of Breda
• People could volunteer and judge their regular trip once a
week/month
• The questionnaires were send out via e-mail and internet
• In 2009 a consortium was formed and a proposal was written to
introduce Quality scouts in the STEER program of EACI (executive
agency for competitiveness and innovation)
• The result a project that started in spring 2010!

3. What is ENERQI
• ENERQI offers an innovative tool for quality management for public
transportation – a pool of passengers acts as quality scouts
• these quality scouts answer questionnaires to different topics
• internet-based, on continuous basis, low effort for the public
transport company
• the results are instantly available
• ENERQI is an EU-research project with 13 partners from 9
countries, 4 of them public transport companies

4. The idea behind ENERQI

5. ENERQI offers
• an online-questionnaire tool tailor made for Public Transport
• a basic questionnaire plus a collection of questions is available and
ready to use
• questionnaires can be easily adapted and changed
• possibility for benchmarking
• reports can be generated, data exported
• the management of the users is also handled within the system

6. ENERQI is actually in place in
• STP Alba Iulia (Ro)
• Oasa Athen (GR)
• Breda (Ned)
• Holding Graz Linien (AT)
• Transdev Burnley & Pendle (UK)
• Carris Lissabon (PT)
• Plovdiv (BG)
• Tisseo Toulouse (FR)

7. ENERQI in practise – the steps
• Think about a quality strategy
• Design the quality loop within your company / project
• create a questionnaire
• get some observers
• give them assignments
• do the observations
• enter the observations online
• see the results or export the data for further processing

8. The Questionnaire
• Overall satisfaction
• Level of crowding
• Safety and security
• Stops / shelters
• Vehicle condition
• Journey speed
• Staff service
• Information
• Disruption / incidents
• Customer support

9. ... create a questionnaire

10. ... get some observers

11. ... get some observers

12. ... give them assignments

13. ... do the observations

14. ... enter the observations online

15. ... see the results

16. Partners
Coordinator:
DTV Consultants (NL)
Partners:
CARRIS (PT) POLIS (BE)
CRES (GR) STP, Alba Iulia (Ro)
Energy Agency of Plovdiv EAP (BG) TIS (PT)
FGM-AMOR (AT) TISSEO (FR)
GVB Graz (AT) TISSEO-SMTC (FR)
Lancashire County Council LCC (UK) URTP (Ro)

17. Timescale

18. Project Structure
• WP 1: Management, Quality Control
and Risk management
• WP 2: Collection and use of existing
methodologies
• WP 3: Design common ENERQI
Methodology
• WP 4: The Quality Monitoring and
Implementation of PT improvements
• WP 5: Evaluation and analysis for user
guidance
• WP 6/7: Communication and
Dissemination / IEE Dissemination
Activities

19. ENERQI at a glance
• In the EU project “ENERQI” daily customers’ observations are used
to improve the quality of public transport.
• 13 partners from 9 countries, 4 of them public transport operators
• Co-funded under the IEE 2009 call - IEE/09/718/SI2.558241
• Duration is 29th of May 2010 until 28th of May 2013

20. The outcome
• More than 40,000 observations done by 4,000 observers
• 64 improvement actions with evaluated results
• Information about the 8 test sites where the ENERQI-approach
has been implemented
• Information material, guidelines and instructions for followers
• ENERQI as a standard for quality monitoring in public transport
• A competitive quality management software for the public transport
market

21. For further information
• Choose the ENERQI partner from your country from
http://www.enerqi-online.eu
• W.Buijs@dtvconsultants.nl
• Technical contact:
Forschungsgesellschaft Mobilität
Andreas Poimon (poimon@fgm.at)