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Service development by employees working in close contact with customers.

Reference number
Coordinator Veolia Transport Sverige AB
Funding from Vinnova SEK 1 500 000
Project duration October 2009 - December 2011
Status Completed

Purpose and goal

We want to develop knowledge of activities/traffic production on the basis of the practical conditions. The project aims to: (a) develop and demonstrate the techniques to forward traffic close customer information b) examine whether this results in new knowledge on travelers compared with today´s image c) demonstrate how knowledge can be translated into concrete improvements/changes d) discuss any implications for the role/responsibilities PTA (public transport authority)-operator

Expected results and effects

Overall expected effect is that even better live up to the transport policy objectives and contribute to a more attractive public transport. This by creating a model for a potential common platform for operator- PTA based on a customer perspective and then retrieving alternative methods that results in new service concept, improved availability, more satisfied travelers, increased comfort and security among customers. The project is also expected to result in increased staff commitment, higher status for customer focused professions, more satisfied employees and a capacity-building in your organization.

Planned approach and implementation

The project organization consists of participants from various areas of activity and the project will be carried out in cooperation with external researchers. The idea of this organization is to project results to promote industry in General and not to be bound to a specific type of transport. Cooperation with the scientists will give new approaches, contribute their ideas from other projects and industries and link research with operating operation. Knowledge will be collected through near business co projects in which employees in different roles in the organization, both customer focused, supervision and support features together with customers and PTA are involved. Methods include diaries, interviews, surveys, narrative method, shading, video, scenarios, participation observation, etc. The project is divided into five stages: (1) development of alternative methods (2) analysis of effects (3) demonstration and implementation (4) reports that describe the implications of the insights that the above development work created (5) internal and external dissemination of knowledge in the passenger transport industry

The project description has been provided by the project members themselves and the text has not been looked at by our editors.

Last updated 25 November 2019

Reference number 2009-01275

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