1. 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. Sustaining impacts beyond project life : ENERQI - STEER Workshop – Brussels the 1st July 2014 - Energy efficiency by using daily customer's quality observations to improve public transport

2. Summary of Enerqi project 1.A common methodology => measure the quality of PT services perceived by users. 2.With a common tool => online platform to … manage the relationship with volunteers (information and incentive), use data from the questionnaires filled out (reporting and analysis). Main objectives Improve the attractiveness of PT services, to increase the use of PT and so reduce the consumption of energy.

4. Main outputs and outcomes  Main experience from the Netherlands (Brabant)  Several deliverables : states of art (WP2), methodology (WP3), tool and process (WP4), models for dissemination (WP6), … Available on Enerqi’s website : http://enerqi-online.euhttp://enerqi-online.eu Expected quality of service Perceived quality of service Delivered quality of service Desired quality of service SatisfactionPerformance  New activities New quality monitoring, new survey’s activity for certain partners, For Tisséo : complete the circle of quality measurement.

5. After the project … Keep the best !!! … and integrate it to the quality process of Tisséo. Methodology / Process It’s a good way to improve the quality of service, provided we have available resources (material, human, financial) Tool / Platform Functionalities of the tool aren’t enough for Tisséo needs (management of observers, survey building,…)

6. Coordinator (1): DTV Consultants (NL) Partners (12): CARRIS (PT)POLIS (BE) CRES (GR)STP, Alba Iulia (Ro) Agency de l’Energie de Plovdiv-EAP (BG) TIS (PT) FGM-AMOR (AT)TISSEO (FR) Graz Linien (AT)TISSEO-SMTC (FR) Lancashire County Council LCC (UK) URTP (Ro) 8 demonstrators Lisbonne (CARRIS) Athènes (CRES) Plovdiv (EAP) Graz (Graz linien) Lancashire County (LCC, Transdev) Alba Iulia (STP) Toulouse (TISSEO) Brabant (Veolia, Arriva) Consortium

7. Key points ! 1.Be clear about the local needs, the objectives Even if it’s an European project, the aim is to apply it in local way. Tisséo case Online relationship: the most efficient way to exchange with Toulouse’s citizen (emailing used to recruit volunteers and online survey) Incentive : gift voucher (every 3 months) and annual lottery permit to maintain a high level of response and a good fidelity

8. Key points ! 2.Subcontractor : only on tasks that don’t impact on the other partners of the consortium. Tisséo case Delays in all the project because of Tisséo difficulties with his subcontractor (writing the common methodology)

9. Key points ! 3.Have available resources to continue after the project Materials, humans, financial, subcontractors, … Is that always possible without European subvention ? Tisséo case During the project : 1 full-time person + Enerqi tool + subcontractor (nearly 40,000€/year) Transitional step : 1.5 full-time persons + subcontractor (nearly 55,000€/year) And now : 1 full-time persons + new subcontractor (nearly 45,000€/year)

10. Operator of public transport of Toulouse Marie Fourcade, Marketing Manager marie.fourcade@tisseo.fr Thank you for your attention