UITP Academy is launching the training program on Quality and Service Excellence in Public Transport between May 5-7, 2025 with Regional Training Center, NJ Transit.
One of the main challenges for public transport operators and authorities is to offer an excellent service that meets the changing needs of travelers and exceeds their expectations.
This training program will allow participants to expand their knowledge and understanding of the importance of service excellence and quality management.
Referring to successful examples from around the world, the course will cover various key propositions for maintaining an effective quality management system and will demonstrate the use of various advanced innovative technologies to improve service quality.
The course will also be designed to meet the specific needs and situations and aims to teach a multitude of aspects and combines theoretical learning, best practices and workshops.
Reach your objectives:
Expand your knowledge and perspective on service quality and excellence by learning and sharing experiences with professional leaders.
Understand the importance of service quality management in public transportation.
Outline the key practices necessary to maintain a service quality management system through a quality policy, procedures, audits and reports.
Understand how new technologies and digitalization contribute to service excellence.
Improve service quality by applying employee satisfaction and advanced innovative tools.
Who is it for?
Transport professionals who want to get more out of the data at their disposal, whatever their field of specialization, from operations management to public transport planning, marketing and strategic decision making.
IT and business analytics professionals who wish to expand their experience directly related to data collection, processing, and analysis.
Professionals interested in gaining a broader, international perspective on data collection and use in public transport.
Experienced professionals, but also newcomers to the sector from local transport authorities, public transport operators or the supply industry.
A good level of English is a compulsory requirement to attend the training.
A top level methodology
Participate in interactive sessions which includes an introduction by course leaders and open discussions with participants
Apply your concepts during the workshop
Exchange your current practices and experience with your peers
Each theme will be approached as followed:
Basic principles and conceptual approach
State of the art development and innovations
Good practices examples
Interactive exchange between participants and experts
UITP Training Programmes and all related processes are certified for ISO 21001: 2018 – the standard for Educational organisations – Management systems for educational organisations.
Inspiring trainers
Our competent team of trainers is made up of professionals, UITP professors and international experts in the fields of data collection, measurement and business improvement in the public transport and urban mobility sector.
Programme
Welcome & Introduction to the course and Expectation Analysis
09:00–09:30
Session 1
Trends
Promote public transport
Quality and excellence in service
Customer-oriented service
Coffee Break
10:30–11:00
Session 2
EN 13816: European quality standard for public passenger transport service
Objectives and scope of application of EN 13816
Service quality loop
Elements of public transport service quality according to standard 13816:
Service offered
Accessibility
Information
Time
Customer service
Comfort-convenience
Security
Environment
Lunch
12:30–13:30
The role of the transport authority in service quality: Digital dialogue (passengers, operators and authorities).
13:30–15:00
Coffee Break
15:00–15:30
Session 3
Customer experience is the customers’ engagement with an organization across all touch points of their end-to-end journey. This includes the core service – getting from A to B reliably and safely – and other interactions they have as part of their journey (e.g. customer information, staff, the built environment, cleanliness, ease of buying a ticket, accessibility etc.). The customer experience also includes all interaction points besides travelling, before and after the journey, when planning your journey, the running of campaigns etc. The operator’s or authority’s ability to provide a positive customer experience across all these touch points is integral to ensuring loyalty and trust with the organization and enhance its reputation.
Session 4A
Elements of Public Transport Service
Information
Time
Customer Service
Comfort
Safety & Security
Environment
Session 4B
Customer Service Surveys (CSS)
Mystery Shopper Surveys (MSS)
Direct Performance Measurement System
Complaint management system
Monitoring of Quality Contracts
Key Performance Indicators (KPIs)
Coffee Break
10:00–10:30
Innovation for better quality
10:30–12:30
Lunch
12:30–13:30
Case Study
13:30–14:30
Session 6
Customer loyalty and customer relationship management for public transport, stems from providing quality in service convenience and service delivery. It is also about the public transport service provider seamlessly connecting and integrating with other networks. In this session, you will learn how to achieve ongoing customer loyalty, from a variety of service design and service communication methods – to be able to link your transport ‘connections’ to your customer’s ‘destinations’.
Break
15:30–16:00
Session 7
How Public Transport operators could effectively engage with the community during service and infrastructure build. Many operators struggle with how to get support and cooperation from the communities when they put new services and infrastructure. In this session case studies from around the world on how other transport operators have successfully consulted and engaged with the public on public transport service/infra build.
Session 8
As a staff member of the Service Quality department, participants will be asked to conduct service quality audit for identifying the main steps and touch points needed to improve the passenger experience in their city. You will have to consider today’s lifestyles and the newest technologies and ensure that your company becomes the main mode of choice of locals and visitors. One customer profile will be allocated to each group.
Session 9
Lean management is an approach to managing an organization that supports the concept of continuous improvement in order to increase efficiency and quality for the customer. Working lean means holding staff at all levels accountable and committed to improving their environment and work processes while deploying clear strategies.
The main goal of lean management is to produce customer value by optimizing resources and creating a constant workflow focused on real customer needs. Try to eliminate any wasted time, effort, or money by identifying each step of a business process and then reviewing or eliminating steps that do not create value for the customer. This will allow teams to focus their efforts on activities that add value.
This session will present the key concepts and some simple tools of lean management.
Break
10:30–11:00
Case Study
11:00–12:30
Lunch Break
12:30–14:00
Case Study
14:00–15:00
Conclusion and certificates
15:00–15:30
Trainers
Rikesh SHAH
Mobility Innovation Expert
Innovate Today, United Kingdom
Maulik VAISHNAV
Senior Deputy Executive Director, Planning and Capital Programming, RTA, Chicago
Ajwad ADEEL
Customer Experience Manager
NEOM, Saudi Arabia
Julian TU
Senior Director
Taipei Rapid Transit Corp., Taiwan (R.O.C.)
Christiane JUST
Founder and President
Contexture, France
Daniel BERGERON
Chief planning officer
Montreal regional metropolitan transportation Authority (ARTM), Canada
