UITP Strategy 2021-2025

Launched in 2021, People First is UITP’s strategy which does exactly what it promises: put people first!

The strategy was developed by and for the people that mean the most to us: our members and our staff. Gaining insights and direction from members through surveys and discussion, our staff work together in task forces, workshops and project groups to deliver impactful initiatives that put people first!

People First’s two main objectives are:

1) Putting members at the centre of everything we do (and delivering the products and services they want),

2) Enhancing our employees’ experience.

They are supported by a roadmap, or as we prefer to call it, the Wheel of Happiness.

As you see in the wheel, the roadmap has six main streams, the first letter of each spelling ‘people’.

The streams and their sub-projects are the individual building blocks which, when brought together, will result in the achievement of the People First vision!​

• Putting members first (creating a solid framework to lean on to ensure the best quality of services and products);
• Empowering employees (focusing on the employee experience);
• Optimising our Organisation (adapting the organisation to ensure that we can deliver our vision);
• Project Management (ensuring a professional project management approach to successfully manage our projects);
• Leveraging Data (CRM, data warehouse, KPIs – all to ensure that UITP is a data-driven organisation);
• Evolving Digitally (defining the right digital environment for UITP);

Let’s focus on the first P – Putting members first and the seven projects that are being undertaken to ensure an optimal member journey.

• Personalised Member Experience

This is about analysing and improving all the interactions and experiences that members have with UITP throughout their membership, from first contact to becoming a happy and loyal member.

• Integrated Knowledge

Knowledge is one of the main added values for UITP members.  The People First strategy integrates knowledge, generated or used in UITP services and products, into a “Knowledge as a (members’) Service” concept.

• Membership Development and Retention

This element of the People First Strategy will contribute to the sustainable financial situation of UITP.

• Services to Industry

Industry has an essential role in terms of innovation and services. This project will evaluate the current position of the industry sector within UITP, its role and involvement, and make recommendations on how it can benefit from the UITP portfolio of services and activities.

• Event strategy

As the only association of our kind, it’s important for UITP to recognise changing times and priorities, and best reflect the needs of our members and the entire public transport community. Since the pandemic the landscape for event gatherings has changed, and has brought a period of reflection to how we bring the sector together.

• Language policy

As an international organisation, UITP wants to better serve its members and offer tailored services to meet their requirements. This project will explore how best UITP can attract and engage our non-English speaking audiences by developing a language policy. This work will support the development of regional activities and strategies, answering the needs of a growing number of members who depend on local languages.

• Communications to members

This project aims to enhance communications channels and content so that members can easily find the info they want on UITP services, knowledge and news. This makes sure they are provided with better opportunities to communicate with us and between themselves, and to connect and share with each other.

We are building a people-centric approach, focused on a more personable and personalised experience.  By creating this personalised membership experience we can better manage expectations, answer and anticipate needs, and delivered more personalised products and services.