To increase the use of public transport, a lot of work is put into the renewal of public transport systems. This mostly results in new bus, tram or metro lines, new vehicles, changes in schedules and so on. The needs and expectations of the customers are not always fully taken into account. To cope with this shortcoming, quality monitoring systems are being developed and implemented throughout Europe. Until now, each European country implements its own quality monitoring system without taking the lessons learned in other European countries into consideration.

Most of these quality monitoring systems capture the perceived customer quality only indirectly or with large intervals. Quality expectations and needs of non-users are generaly not considered. The extracted management information for decision making in relation to public transport quality improvements is poor. Surprisingly, the use of new technologies, like internet, monitoring software, databases and new customer involvement techniques, is hardly taking place. These new, but already proven, technologies allow taking into account the actual perceived customer quality on an almost continuous basis.

Common framework
ENERQI aims to disseminate gathered good practice quality monitoring throughout Europe by taking stock of all the existing monitoring schemes. The setting up of a common framework will allow each urban public transport network to have a quality monitoring system adapted to the local context. Quality monitoring that allows for a real customer oriented feedback on public transport improvements.

Management tool
For this, a monitoring system will be developed based on all the existing schemes in which the quality of public transport is monitored on a regular basis by the customers themselves. This makes it possible to use the monitoring system as a management tool for demand driven quality improvement, instead of the most used supply driven improvement programs.

Main goal
The main goal of the ENERQI project is: learning by doing and learning by exchanging experiences about the customers’ needs and expectations between public transport operators, authorities, passenger organisations and energy agencies in the participating countries. Exchanges between the partners of the ENERQI project is a gateway for the dissemination to all local urban public transport stakeholders in Europe.

DTV Consultants is coordinating the large consortium, which consists of partners from nine countries: Belgium, United Kingdom, France, Portugal, Greece, Bulgaria, Romania, Austria and the Netherlands. The consortium includes energy agencies, research institutes, municipalities and various public transport providers.

Client: European Commission
Contract Dates: 2010 – 2014