BUSREP - Strategies for Better USer REPresentation in public transport
Overview
Background & policy context:
Unlike many other industries, urban public transport is dominated by monopoly conditions and a strong political influence on the service provided. The position of its users has traditionally been weak also in cases where private initiative plays a greater role. However, adequate representation is essential for the acceptance of public transport as an alternative to the car and a contribution to the balanced and sustainable development of tomorrow's conurbations. These interests must be given due consideration on the planning, operational and customer service level.
The project examined which approaches have been pursued to allow customers to express their interests under these circumstances and how institutions and procedures can be adapted to improve representation. Relevant experience from other fields is included in the analysis.
Objectives:
The project reviews the strategies and tools users have available to express their concerns. Results of these activities will be recommendations for industry stakeholders, good-practice case studies and suggestions for further activities.
Methodology:
The work plan comprised the following units:
- Review of relevant research and political initiatives in this field;
- Analytical case studies on the position of customers in the planning process;
- Review of customer charters and similar quality statements;
- Review of complaints management and redress arrangements.
Main methodologies used were literature and internet-based research, interviews with stakeholders and professionals including politics and users. Observations, Grounded Theory, quantitative and qualitative surveys were also used for specific topics.
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