Seminar on Urban Mobility Holland- Minas Gerais. Brazil, Belo Horizonte, 23/09/2015. Public Transport:

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1 Seminar on Urban Mobility Holland- Minas Gerais Brazil, Belo Horizonte, 23/09/2015 Public Transport: Efficiency and Excellence in a multi-modal system Jan Willem Proper Professor in Transport and Logistics NHTV University of Applied Sciences Breda, The Netherlands

2 Our Journey Context: market / policy, Fact and Figures, Market structure and organization (tender), Product / Service dimensions, Markets to service, How to create success.

3 Context Environment Public Transport: Three markets * Travel/Trade market: Transport Policy, Location policy. Economical policy; shopping times EU policy framework: White Paper. * Transport / Logistic - Operators: NS, SuperVia, Arriva, UNIR, market: ** Uber, Air-France/KLM. - Authorities * Traffic market: Traffic control/management, Infrastructure (road, water) / airports/ stations.

4 Policy Context; Transport Transport and Land Use Planning: City of Cities Tender processes: area concept, mono/multi modal, Period: 6 / 10/ 25 year. Legal framework: EU/WP2000 Public Transport: City- and regional transport,** Transport by rail / water, Demand dependent Transport.

5 Transport context: City and Regional transport Dutch cities: Mega cities? Agglomeration structure // Randstad / Holland Modes of Transport: Metro/ Tram/ Rail/ Bus // (Taxi) Goal dimensions: Transport (multi-modal use /car ownership/): economic Social (income/ age): welfare* Sustainable (CO2/ Quality of Life; cities) : environment* Urban / land use connected/supporting : accessibility* ( * = Motivations for Subsidies)

6 Facts and Figures 16 Public Transport Companies (international/ national) Subsidy factor cities: >60% Modal split Public Transport: The Netherlands: 7% (slow transport: 17%) Holland (Randstad): 18% Rush Hour (Randstad): 27% Between Cities Randstad: 48% Movements/person/day (all modes): 2.7 Distance per movement: 11.5 km Total Distance/ Day travelled: Lm

7 Tenders: market regulation EU and National Policy Direction: decentralization and competition; Distinction: Infrastructure and operators; Process: National >> Transport Authorities >> Tender; Framework: Transport Authority and Regional Government Consultation: customer representatives Policy/ Development/ Operation Process: legal, transport, costs Operation: monitoring Effects: efficiency driven: transport operators; development: transport authority.

8 Product Dimensions: "It is more then transport Availability of Transport (lines) : Modes, Network (connectivity), Time of operation Accessibility of Port(s), Transport Connections (nodes): Accessibility, Ticketing Transport; Time/speed, Frequency, Capacity, Reliability, Comfort, Safety, Security Information: General -, Before/ During/ Afte trip information, Cost of information Transport prices/costs: Selling points, Payment options, Through ticketing Customer care: Assistance, Staff attitude/ skills, Customer interface, Commitment Environmental impact: Pollution, Use of natural resources, Infrastructure. Imagineering: Identity, Image

9 Product development on all dimensions HOV: High grade public transport High Level Product Characteristics

10 Do we sell busses or a metro!

11 Demand and Supply Gaps - Management perceptions of the customer expectations - Translation into service (quality) specifications - Service delivery to goals set - External communication to customer and client + - Expected Service to Perceived Service

12 Customer Recognition or Market Segmentation Traditional: - Captive and non-captive markets - Passenger characteristics: age, social class - Travel time ratio s New Customer

13 Customer recognition and Loyalty

14 Market Segmentation: Customer Needs

15 Supply driven to Customer oriented/driven Adapted customer formula s Quality is key Information is key Innovation is key Collaboration is key Relevance Supply How Processes interactions Feeling Image, design CRM RESULT * PROCESS * EMOTIONS PRICE * ENERGY Costs Energy Time, security safety

16 How The Netherlands moves on to success The new customer(s) The new product / service(s); (hardware = software) + New challenges in Product / Market combinations New processes to manage (IT, CRM, Info) + New Product/ Process / Market combinations Collaboration between Stakeholders + Success 4Y all

17 Thank you