2nd International Taxi Forum Cologne 7.11.2008

The Finnish Quality Scheme Lessons to be learned from first years of implementation 1

Quality means Easy access to taxi services Efficient system of supply Quality fleet Good service onboard Customer safety / Includes road safety Sorting out customer complaints Environmental sustainability

The Finnish Taxi System Strict Access rules Quotas = 10.000 taxis High class fleet Maximum fares / street rides Advanced Dispatching Centers Taxi inspectors 90 % members of Finnish Taxi Federation

The Finnish Taxi System Good customer satisfation Quality norms in new Taxi Act (1.8.2007) Finnish Taxi Owners´ Federation builds quality scheme of its own Reason: develop, guide and control quality

Challenges Motivation Some real gain must be shown Voluntary participation in the scheme Getting taxi owners informed Finding opinion leaders Principles must be congruent Priorities to be decided on local level

Challenges The time has to be ripe and right The scheme has to be unbureaucratic Also reasonably inexpensive for taxi owners Some pressure from customers The time has to be ripe and right