emta general meeting november 2010. territorial scope 2
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EMTA general meeting
November 2010
Territorial scope
2
FGC and the Metropolitan Transport Authority (ATM)
State (AGE)
3
EMT
Barcelona City Council
TMB
FGC
EMT Buses
DGPT Buses
Trams
Inv. in Tram Infrastructure
Renfe Regional Service
Con
trac
t-pr
ogra
mm
e sc
ope
Other City Councils (RMB) Urban transport
ATM
Government of Catalonia
Statistical Summary 2009
Metropolitan Lines: 79,788,317 passengers
Income: 73.043 M€
Coverage ratio: 76.07 %
4
Production: 31.8 M coaches - km
Expenses: 96.021 M€
Deficit: 0.29 € / passenger
56,8 57,9 58,8
20 20,1
59,7 58,1
21,221,7
18,1
2005 2006 2007 2008 2009
Increase in Passengers(million)
5
Barcelona-Vallès Line
Llobregat-Anoia Line
Total% increase
74,9-1,2
77,93,9
79,01,4
80,92,5
79,8-1,4
PricesAverage fareSingle ticket
0,651,15
0,691,20
0,721,25
0,731,30
0,761,35
2005: Strike and works at Plaça Europa
DEMANDA (viatgers LMT)
0
10.000.000
20.000.000
30.000.000
40.000.000
50.000.000
60.000.000
70.000.000
80.000.000
90.000.000
1.98
0
1.98
1
1.98
2
1.98
3
1.98
4
1.98
5
1.98
6
1.98
7
1.98
8
1.98
9
1.99
0
1.99
1
1.99
2
1.99
3
1.99
4
1.99
5
1.99
6
1.99
7
1.99
8
1.99
9
2.00
0
2.00
1
2.00
2
2.00
3
2.00
4
2.00
5
2.00
6
2.00
7
2.00
8
2.00
9
Quality measurement
Expected
6
Planned
Provided
Perceived
SERVICE
CQI (objective)CSI (subjective)
Indicators of Quality
Annual external assessment. Clients assess 27 aspects
according to their importance and degree of satisfaction. The result is rated between 0 and 100.
Customer Satisfaction Index (CSI)
7
Monthly internal assessment. Internal measurement of
disruptions in service, based upon an ideal theoretical service, penalizing incidents depending on the section, the day, the time, the type of failure and the number of passengers. It allows for the determination of responsibility in incidents. The result is calculated as a percentage.
Quality Control Index (QCI)
Customer Satisfaction Index (CSI)
Punctuality No danger of accidents Price of the journey Take the train at any time Frequency No disturbances or aggression Speed Information on interruptions Carriage cleanliness Modal co-ordination
The 10 most important aspects:
8
Customer Satisfaction Index (CSI)
9
69,2 69,4 69,0
70,5
60
65,7
70,5
68,870,369,9
1998 2005 2006 2007 2008 2009
Barcelona-Vallès Line
Llobregat-Anoia Line
57,5
55,7
Customer Satisfaction Index (CSI) - Analysis
10
Sat
isfa
ctio
n
Importance Key issues
Quality Control Index (QCI)
Monitored events:
Delays of between 4 and 6 minutes
Train transfers Train evacuation Lift stuck with passengers inside Validation machine breakdown PA system breakdown
Sum produced
Planned objective%
11
12
98,25 98,26 98,2698,42
98,26 98,3 98,31
98,09
98,6498,76
2005 2006 2007 2008 2009
Barcelona-Vallès Line
Planned objective
Actual percentage
Quality Control Index (QCI)
13
Llobregat-Anoia Line
Planned objective
Actual percentage
Quality Control Index (QCI)
98,80 98,80 98,81
99,08
98,8198,81
99,20 99,19 99,1999,00
2005 2006 2007 2008 2009
14
2005 2006 2007 2008 2009
Llobregat-Anoia
FGC Total
Punctuality
Barcelona-Vallès
15
QCI evolution
86
88
90
92
94
96
98
100
1988 1989 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009
B - V
L - A
Ne
w c
alc
ula
tion
ba
sis
16
Subjective and objective factors
CSI evolution
54,3
55,7
58,1
59,9
62,562,1
62,9
63,9 63,95 64,1
68
69,4
70,99
68,71
69,8770,29
69,89 69,9169,18 69,42
69,03
70,46 70,46
55,7
57,45
59,2
56,7
62,4
60,6
62,6
66,1
67,91
62,6
65,765,1
67,6268,38 68,09
67,4667
68,7 68,85
65,68
69,86
50
52
54
56
58
60
62
64
66
68
70
72
74
1987 1988 1989 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009
Línia Barcelona-Vallès
Línia Llobregat-Anoia
ponderattotal FGC
96-99 Metro del Vallès
2007 service interruption
(HST works)
97: service improvment BCN-St. Boi
99: new service + UT 213
94: new service Olesa - Abrera95: Manresa
shuttle70,33
17
QCI - CSI evolutionFGC has reduced slightly its QCI levels, without significant affectation to CSI
QCI – CSI evolution
This QCI reduction comes from “significant” economies in operation and maintenance standards
QCI
CSI
Cost
QCI
∆Cost
∆QCICQI
18
Conclusions
The objective indicators, like CQI, give a partial view of the quality of the service, because they concentrate mainly in “technical performance”
The subjective indicators, like CSI, give a more comprehensive approach to the quality of the service provided …
… but, on the other hand, are more likely to be affected by “external factors” Consequently, it is unlikely that an operator accepts a bonus – malus in a Public
Service Contract which is based on subjective indicators Objective quality indicators should be the basis of a bonus – malus system,
complemented by subjective indicators only in consolidated networks/services
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