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supported by 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. Energy efficiency by using daily customer's quality observations to improve public transport ENERQI – An Intelligent Energy Project

The challenge the needs and expectations of the customers are not always taken into account fully most quality monitoring systems capture the quality perceived by the customers only indirectly or in large intervals the use of new technologies, like internet, monitoring software, databases and innovative customer involvement techniques is hardly taking place

The mission increase the number of public transport users by focusing on customer needs remove barriers change the citizens’ attitude towards public transport embed striving for customer satisfaction and needs in daily public transport management improve the quality of public transport save energy

The approach innovative quality management system: a pool of passengers act as quality scouts they answer questionnaires on a wide range of quality related issues regarding the public transport lines that they are using this is done on a continuous basis and the results are used to increase the hospitality and quality of the public transport service

ENERQI quality loop

The outcome more than 90,000 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

ENERQI test sites CARRIS (PT) CRES (GR) Energy Agency of Plovdiv EAP (BG) GVB Graz (AT) Lancashire County Council LCC (UK) STP, Alba Iulia (Ro) TIS (PT) TISSEO (FR)

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)

Timescale

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

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/SI Duration is 29th of May 2010 until 28th of May 2013