1. Kräfte bündeln Joining Forces Quality in contracts for public transport Brussels, 29.06.2005

2. Stuttgart Region within Germany France Switzerland Austria Belgium Netherlands Czech Republik Poland Denmark Lux. North SeaBaltic Sea Hamburg Berlin Bonn Frankfurt Munich Region Stuttgart

3. Integration area: 3,012 km 2 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

4. 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

5. Transport performance

6. 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

7. 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

8. 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

9. Quality in the S-Bahn contract

10. 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)?

11. Indicators included in the contract I Total amount for bonus/malus: 954.677

12. Indicators included in the contract II Objective indicators

13. Indicators included in the contract III Subjective indicators

14. Method of measurement of the indicators I Objective: 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

15. Method of measurement of the indicators II Subjective: 6 waves per year 640 passengers are interviewed external personnel

16. 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 dont run are outside this malus-system and dont have to be paid by the PTA

17. Results of measuring punctuality

18. Results of objective measurements

19. Results of subjective measurements

20. 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

21. Thank you for your attention Frank Zerban Verband Region Stuttgart zerban@region-stuttgart.org