Navigation on this site is not optimized for your browser

Please use a recent version of Google Chrome, Mozilla Firefox, Safari or Microsoft Edge to get the most out of the experience.

Find a modern browser
Hero picture
Action Point
publication

Governing for quality and performance

  • Global
  • Regulations
Introduction

Public transport can ‘make or break’ a city.

A car-dependant city not only suffers from the economic challenges of road congestion, but also results in the environmental conditions for diabetes, obesity and cardio-vascular diseases, posing important health challenges. To some extent, these challenges could be viewed as a failure to deliver adequate public transport, i.e. services that are competitive enough to contribute to the acceptability of regulating car use. Therefore, in order to foster the modal shift, there is a need to enhance the quality of public transport systems.

Traditionally, Public Transport Authorities (PTAs) have based performance and quality measures on time, frequency of service, and value for money. Today, PTAs must adapt measures to account for the changing needs of customers.

This paper argues that customer-centricity lies in the issue of governance and deals with the underpinning structures and processes. With this perspective, it starts with a review of the current paradigm under which quality and performance are currently assessed, proposing a critical view on current tools and instruments. As an alternative, it puts forward overarching principles for the organisation of services.

Discover our
Publications Catalogue
This website uses cookies

This website uses third-party website tracking technologies to give you the best experience, help us understand and continually improve how the site works, and to display advertisements according to users' interests. You consent to the use of our cookies by continuing to browse this website.

Cookies page
Show Details
Name Description
Core and Analytic Core cookies are essential for the website to function by allowing you to browse the website and use some of its features. Analytic cookies help us analyse how the site is used and allow us to perfect and improve your user experience. These cookies do not collect information that identifies you and are enabled by default.
Name Description
Functional These cookies allow a website to remember the user’s site preferences and choices they make on the site including username, region, and language. The data collected by these cookies are only used in connection with this website and cannot be used to track your browsing on other websites.
Name Description
Advertising These cookies track the surfing behavior of a user to a website and personalise your experience by showing you advertisements, offers, etc. tailored to your interests and preferences.