Project
QUATTRO - Quality Approach in Tendering Urban Public Transport Operations
Funding origin:
European
STRIA Roadmaps:
Smart mobility and services (SMO)
Duration:
Start date: 01/12/1996,
End date: 01/05/1998
Status: Finished
Funding details:
Overview
Background & policy context:
The need for greater attractiveness of Urban Public Transport (UPT) is essential to increase patronage and the share of UPT in the modal split, and to meet the objectives stated in the European Commission’s transport policy paper The Citizen’s Network. Successful service industries world-wide, focus more than ever on customer satisfaction, i.e. through continuous improvement programmes and user satisfaction surveys, and the UPT sector is starting to do the same. One way to deliver higher quality operations is to introduce quality indicators into tendering and contracting procedures, linked with programmes for the improvement of service quality.
Objectives:
The objectives of QUATTRO were:
- to identify current and emerging quality management practices in the contracting and tendering of UPT provision, with a particular emphasis on issues of quality definition and measurement, the clarification of the contracting parties’ responsibilities, evaluation procedures and their impact on continuous improvement programmes;
- to propose a series of guidelines to authorities and operators involved or interested in tendering, contracting and performance monitoring for UPT, with a strong focus on quality.
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