I Workshop SIBRT of Quality of Service and User Satisfaction

Event for SIBRT affiliates

2012/07/23 - 2012/07/27

Program

22/July (Sunday) Ritz-Carlton Hotel
19:30	Welcome Cocktail - Ritz-Carlton Boutique Spa Hotel
23/July (Monday) Ritz-Carlton Hotel
09:00	CASPT12 Activities. Technical Sessions: Control and Management, Demand Behavior, Planning and Policy, Transportation Performance, Design of Transportation Services and Trip Programming (visit www.caspt.org for the program)
24/July (Tuesday) Dag Hammarskjöld 3241. Vitacura. FAO/PNUD Building (Pierre Brunori Room)
09:00	Welcome and participant introductions - Luis Gutierrez, EMBARQ/SIBRT; Juan Carlos Muñoz, CoE ALC BRT; and Patricio Perez, Transantiago
Topic: Managing User Surveys: Challenges and Solutions
09:35	The importance of reliable high quality public transport service, Luis Antonio Lindau, EMBARQ Brazil
09:55	Recognition and acknowledgement user needs and complaints and operations support, Loreto Porras, Transantiago
10:10	SIT-Optibús: Focus on the User. Challenges and Experience. Fernando Tehuintle, Mobility Secretary of León, SIT Optibús
10:25	Public Transport in Curitiba, Management of Information for users. Olga Prestes, Urban Mobility Manager, URBS
10:55	Coffee Break (Provided by Transantiago)
11:15	World Cafe (group dynamic) (1) Who are our riders how many different types of transit riders do we serve, what does each type want / need, how can we best serve them. (2) Operation information provided to the users: Online and offline (3) How to communicate with transit riders? Surveys: what kind, how often? How do we use this information to make the system better? How to place this component into the management of the system?
12:25	Moderators Presentations
12:25	Lunch (Provided by Transantiago)
Topic: Indicators and tools for quality management and user satisfaction: Challenges and Solutions
14:15	Methodological framework for measuring and managing a good level of service offered to users of public transport, Juan Carlos Muñoz, PUC Chile, Center of Excellence
14:35	Quality of Services Control System of the Integrated Transport System from Goiânia (RMTC). Julienne Morais, Quality Management , CMTC
15:50	Tools and indicators to the Lima Metropolitan quality. Juan Carlos Paz (General Manager) and Hernán Navarro (Operation Manager), Protransporte
15:05	Technological Achievement for the User Satisfaction. Juan Carlos Echeverry, Head of Planning and Systems, Metrocali
15:20	Indicators on the new Transantiago contracts. Transantiago
15:35	Operational Performance Index in BHTrans. Daniel Marx Couto, Diretor de Desenvolvimento e Implantação, BHTrans
15:50	Coffee Break (Provided by Transantiago)
16:10	World Coffee (group dynamic) (1) Indicators and indices representative of the quality of operation and user satisfaction (2) Infrastructure and equipment for the proper operation: exclusive lanes, traffic light priority, stations, bus capacity, technology and control. How to document the needs of financing to achieve the facilities, fleet and technology to a good operation? (3) Tools to control the indicators and look after the quality daily: control systems, control team, customers complaints and inspection
17:15	Moderators Presentation
25/July (Wednesday) Ritz-Carlton Hotel
09:00	CASPT12 Activities
12:30	Lunch
Topic: Contractual mechanisms to achieve high quality service and efficient operation: Challenges and Solutions
14:05	Challenges and solutions in Transantiago's concessions. Patricio Pérez, General Coordinator, Transantiago
14:30	A System with world-class quality. Francisco Javier Padilla Mancilla (Director of Siteur), Luis Alonso (Director of Macrobús)
14:50	Management of transportation services through quality requirements and results. Daniel Marx Couto, Development and Implementations Director, BHTrans
15:10	BRT operation on a US$ 0,25 fare without subsides. Federico Von Buchwald, Metrovía, Guayaquil
15:30	Coffee Break
15:50	World Cafe (group dynamic) (1) Agencies' and Operators' roles in programming and controlling the operation of BRT and ITS: models for managements and regulation (2) Contractual incentives and penalties to improve the quality of service (3) Incentives and penalties to drivers (turnover, role in controlling intervals, combat fare evasion, attract users, etc..) and professional training (quality of service, security, etc.)
16:55	Moderators Presentations
19:30	CASPT12 Dinner ENOTECA restaurant at the summit of Cerro San Cristobal
26/July (Thursday) Ritz-Carlton Hotel
09:00	CASPT12 Activities
12:30	Lunch
14:00	Benchmarking for the substantial increase in standards among SIBRT agencies. André Jacobsen, Benchmarking Expert, SIBRT
14:15	Review of the main issues discussed. Presentation by the facilitators. Delivery of the list of issues for analysis and discussion
15:15	Coffee Break
15:35	Group Dynamic Dynamic on key aspects of the users satisfaction, indicators, contractual mechanisms, technology, quality policies, best practices, etc.
16:50	Group Presentations of their conclusions
17:20	Next Steps: Formulation of Terms of Reference for Study and Implementation of Best Practices in Quality of service and User Satisfaction. Financing Campaign for Studies. Formation of Committees for each topic.
17:30	Closing. Luis Gutiérrez, EMBARQ/SIBRT
27/July (Friday) Ritz-Carlton Hotel
08:30	Presentations by leading planning, operation and control system technologies for transit systems companies: Caliper, Giro, Google, INRO, IVU, Nokia, PTV.
10:30	Coffee Break
11:00	Introduction of SIBRT Strategy- Luis Gutiérrez, EMBARQ/SIBRT
11:10	Open discussion about transit agencies and operators needs and expectations from the industry. SIBRT Workshop participants are invited to present the technology challenges found within their transit systems.