EN 13816:2002

Transportation - Logistics and services - Public passenger transport - Service quality definition, targeting and measurement

This European Standard specifies the requirement to define, target and measure quality of service in public passenger transport (PPT), and provides guidance for the selection of related measurement methods.  
It is intended to be used by service providers in the presentation and monitoring of their services but is also recommended for use by authorities and agencies responsible for the procurement of PPT services in the preparation of invitations to tender.  
Its use promotes the translation of customer expectations and perceptions of quality into viable, measurable, and manageable quality parameters.
It is recognized that a single individual or company, or two or more parties sharing the responsibility for the provision of a PPT service in co-operation (e.g. authority and operator) may, in practice, seek to comply with the standard. In the latter situation, it is strongly recommended that the relationship between the parties be governed by a formal agreement (clause 5.2).
It is important to note that it is the service, not the service provider, which is in compliance with the standard.
Annex A sets out the comprehensive list of quality criteria.
Annex B provides a glossary of terms.
Annex C deals with aspects of performance measurement.
The standard is intended to be applicable to PPT services, as defined in clause 2.1 but need not exclude other transport services (e.g. charter and taxi systems).

Transport - Logistik und Dienstleistungen - Öffentlicher Personenverkehr - Definition, Festlegung von Leisungszielen und Messung der Servicequalität

Diese Europäische Norm legt Anforderungen für die Definition, die Festlegung von Zielen und die Messung der Qualität von Leistungen im öffentlichen Personenverkehr (ÖPV) fest und beinhaltet Vorschläge für die Auswahl entsprechender Meßmethoden.
Sie soll von Dienstleistungsanbietern bei der Darstellung und Beobachtung ihrer Dienstleistungen angewandt werden, wobei ihr Einsatz auch den für die Beschaffung von ÖPV-Dienstleistungen zuständigen Behörden und amtlichen Stellen bei der Vorbereitung von Ausschreibungen empfohlen wird.
Sie fördert die Umsetzung der Erwartungen und Wahrnehmung der Kunden im Be-reich Qualität in brauchbare, messbare und handhabbare Qualitätsparameter.
Sowohl eine Einzelperson bzw. eine einzelne Firma oder zwei bzw. mehrere Beteiligte, welche in Zusammenarbeit gemeinsam für die Erbringung einer Dienstleistung im Bereich öffentlicher Personenverkehr zuständig sind (z. B. Behörde und Betreiber), können in der Praxis die Erfüllung der Norm anstreben. Im letzteren Fall wird dringend empfohlen, dass die Beziehung zwischen den Parteien durch einen formellen Vertrag geregelt wird (siehe 5.2).
Es ist unbedingt festzuhalten, dass die Dienstleistung und nicht der Leistungserbringer der Norm entsprechen muss.
Anhang A enthält eine umfassende Liste von Qualitätskriterien.
Anhang B stellt ein Glossar von Fachbegriffen zur Verfügung.
Anhang C behandelt Aspekte der Leistungsmessung.
Die Norm soll für den ÖPV gemäß seiner Definition unter Punkt 2.1 gelten, muss andere Verkehrsleistungen (z. B. Charter- und Taxisysteme) aber nicht ausschließen.

Transport - Logistique et services - Transport public de voyageurs - Définition de la qualité de service, objectifs et mesures

La présente norme européenne spécifie des exigences permettant de définir, de cibler et de mesurer la qualité du service dans le domaine du transport public de voyageurs (TPV). Elle fournit des lignes directrices quant au choix des méthodes de mesure correspondantes. Elle est destinée à être utilisée par les acteurs responsables du transport public pour la présentation et le suivi du service mais aussi par les autorités responsables de la mise en concurrence de services de TPV pour préparer les appels d'offres.

Transport - Logistika in storitve - Javni prevoz potnikov - Določitev kakovosti, cilji in merjenje kakovosti storitev

General Information

• Status: Published
• Publication Date: 16-Apr-2002
• ICS: 01.040.03 - Services. Company organization, management and quality. Administration. Transport. Sociology. (Vocabularies)
• ICS: 03.220.01 - Transport in general
• Technical Committee: CEN/TC 320 - Transport - Logistics and services
• Drafting Committee: CEN/TC 320/WG 5 - Passenger transport
• Current Stage: 9060 - Closure of 2 Year Review Enquiry - Review Enquiry
• Start Date: 02-Sep-2024
• Completion Date: 02-Sep-2024
• Ref Project: SIST EN 13816:2003 - Transportation - Logistics and services - Public passenger transport - Service quality definition, targeting and measurement

Overview

EN 13816:2002 (CEN) defines how to translate customer expectations into measurable service quality for public passenger transport (PPT). The standard sets requirements to define, target and measure service quality, offers guidance on selecting measurement methods, and includes informative annexes: a comprehensive list of quality criteria (Annex A), a glossary (Annex B) and performance/satisfaction measurement guidance (Annex C). EN 13816 applies to transport services with published fares, fixed routes/times or operating areas (buses, trams, metros, regional rail) and may also be used for other services (e.g., charter, taxi).

Key topics and technical requirements

• Quality loop methodology: distinguishes four views - quality sought (customer expectations), quality targeted (provider objectives), quality delivered (operational performance) and quality perceived (customer satisfaction).
• Eight quality categories (customer-centred):
  1. Availability (geography, time, frequency)
  2. Accessibility (access to system and interchanges)
  3. Information (pre‑trip and in‑trip information)
  4. Time (punctuality, journey time aspects)
  5. Customer care (handling individual needs, complaints)
  6. Comfort (vehicle and station environment)
  7. Security (personal safety measures and perception)
  8. Environmental impact (community and environmental effects)
• Measurement guidance: recommends combining objective performance measures (operational data) with subjective measures (satisfaction surveys) and provides guidance on method selection and sampling (Annex C).
• Compliance focus: the standard applies to the service (not the legal entity). Where responsibilities are shared (authority/operator), a formal agreement on roles and targets is strongly recommended (clause 5.2).
• Requirements for quality management: identify customer expectations, set viable targets (reference service, level of achievement, unacceptable-performance thresholds), measure delivery, communicate results and apply corrective actions.

Applications and who uses it

• Operators: to present, monitor and improve service performance and customer satisfaction.
• Authorities and procuring agencies: to specify quality requirements in invitations to tender and to allocate responsibilities between contracting parties.
• Planners and consultants: for designing KPI frameworks, performance monitoring systems and satisfaction surveys.
• Policy makers: to harmonize service-quality expectations across regions and modes.

Practical value / SEO keywords

Using EN 13816 helps implement an evidence‑based service quality framework, improve customer satisfaction, set clear KPIs for public passenger transport, and reduce bid uncertainty in procurement. Relevant keywords: EN 13816, public passenger transport, CEN standard, service quality measurement, quality criteria, performance measurement, transport procurement.

Related standards

EN 13816 complements other CEN/TC 320 transportation and logistics standards and national PPT regulations; it is intended to be used alongside local legal and procurement requirements when defining service specifications.

Standards Content (Sample)

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Transport - Logistik und Dienstleistungen - Öffentlicher Personenverkehr - Definition, Festlegung von Leisungszielen und Messung der ServicequalitätTransport - Logistique et services - Transport public de voyageurs - Définition de la qualité de service, objectifs et mesuresTransportation - Logistics and services - Public passenger transport - Service quality definition, targeting and measurement03.220.01Transport na splošnoTransport in general01.040.03Storitve. Organizacija podjetja, vodenje in kakovost. Uprava. Transport. Sociologija. (Slovarji)Services. Company organization, management and quality. Administration. Transport. Sociology. (Vocabularies)ICS:Ta slovenski standard je istoveten z:EN 13816:2002SIST EN 13816:2003en01-maj-2003SIST EN 13816:2003SLOVENSKI
STANDARD
EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 13816April 2002ICS 01.040.03; 03.220.01English versionTransportation - Logistics and services - Public passengertransport - Service quality definition, targeting and measurementTransport - Logistique et services - Transport public devoyageurs - Définition de la qualité de service, objectifs etmesuresTransport - Logistik und Dienstleistungen - ÖffentlicherPersonenverkehr - Definition, Festlegung vonLeisungszielen und Messung der ServicequalitätThis European Standard was approved by CEN on 30 December 2001.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the Management Centre or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN member into its own language and notified to the Management Centre has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece,Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36
B-1050 Brussels© 2002 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 13816:2002 ESIST EN 13816:2003

(informative)
Quality criteria.12Annex B
(informative)
Glossary of Terms pertinent to Public Passenger Transport.17Annex C
(informative)
Guidance Notes on Performance and Satisfaction Measurement.23SIST EN 13816:2003

soughtService quality
targetedService quality
perceivedService quality
deliveredMeasurementof theperformanceMeasurementof the satisfactionService BeneficiariesCustomers and the communityService partnersOperator, Authorities, Police,Road department.Customer viewService provider viewFigure 1 – Service quality loopThe relationship between the four distinct views of the quality of a public passenger transport service (see annex Bfor definitions) is of the utmost importance and failure to recognize the differences that can exist between them,when applied to the same service, may significantly impede the efforts of the operator to achieve parity betweenthe service quality actually delivered and that sought by service users.The elements and links of the quality loop are explained below.SIST EN 13816:2003

NB:
In practice, this may not always prove tobe the case, especially where junctions are involved).Delivered quality can be measured by using statistical and observation matrices (direct performance measures, seeannex C).3.1.4Service quality perceivedThis is the level of quality perceived by the customer. Customer perception of the quality delivered depends on theirpersonal experience of the service or associated services, on the information they receive about the service - fromthe provider or from other sources - or the personal environment.3.1.5Service quality differences may be noted as follows:The difference between "quality sought" and "quality targeted" expresses the degree to which the service providersare able to direct their efforts towards the areas which are important to the customers.The difference between "quality targeted" and "quality delivered" is a measure of the efficiency of service providersin achieving their targets.SIST EN 13816:2003

Of that list, all level 1criteria shall be included unless not relevant to the service provided.
Where level 1 criteria are thus excluded, awritten explanation shall be included in the service quality definition.
In addition, the service provider should selectadditional criteria from level 2 and 3 in accordance with his needs and preferences for the particular service beingdefined.Criteria from annex A may be clustered into one criterion, subdivided and/or renamed. In all cases reference toannex A decimal numbers shall be supplied. Additional criteria may be introduced, and shall be provided with adecimal number to prove their group affiliation.4.4 Service quality measurementIn measuring the quality of service performance for each criterion, appropriate methods shall be used. In annex Csome relevant methods are described, and some examples of their use are given.Alternative methods may be used, provided these produce equivalent results. Where an alternative method is used,a summary of its parameters shall be provided with any statement/claim of performance.5 Recommendations5.1 Commitment between participating partiesIt is strongly recommended, where two or more parties share the responsibility for the provision of a PPT service incooperation (e.g. authority and operator), that formal agreement be entered into to ensure that allocation ofresponsibilities and determination of the quality management tools to be applied, is adequately addressed.5.2 Allocation of responsibilitiesIn a situation where the provision of an effective PPT service depends upon the participation and co-operation oftwo or more bodies or partners, it is essential that adequate attention be paid to ensuring that all partners are ableto identify, and understand fully, the quality criteria for which they are responsible.
It is also essential that each isaware of the responsibilities of the other participants.
A process to allocate such responsibilities is a significantobjective of these recommendations and should include- a joint quality management system, or- separate quality management systems should be adopted.In both cases it is strongly recommended that an agreement between the parties be set up, containing the followingelements, and allocating responsibility for each:1)
Common objectives for the partners in the PPT system2)
Customer expectations2.1)Selection of research methods2.2)ResearchSIST EN 13816:2003

Setting of targets3.1)Identification of existing quality level and opportunities for change3.2)Analysis of legal, political, financial, technical and other constraints3.3)Decision as to the number, and selection of quality criteria to be included3.4)Setting of targets: Statements, tolerances and unacceptability thresholds3.5)Selection of method of measurement, frequency, computation and validation3.6)Dissemination of information about targets4)
Delivered quality4.1)Responsibility for the delivery of each criterion,
selected from Annex A, relevant to the provision of theservice4.2)Performance with respect to each criterion4.3)Performance measurement4.4)Corrective action5)
Customer perception of quality5.1)Communication of delivered quality and possible corrective action5.2)Selection of methods of measurement5.3)Measurement of perceived quality5.3 Other quality management tools— self-assessment: various methods including the EFQM model used in assessment towards and for theEuropean Quality Award— implementing continuous improvement programmes— benchmarking: as a method of sharing knowledge and experience of "best practices" to bring aboutimprovement through identification of targets— standardization and/or certification: tools to be used for improved quality management and service definition— quality partnerships: through co-operation between authorities and operators in order to improve service co-operation and, in consequence, service quality— guarantees of service: by commitments of service providers (authorities and operators) towards customersSIST EN 13816:2003

For definitions consult annex B.Figure A.1 contains a detailed list of the quality criteria of a PPT service as viewed by the customer. Users of thelist should be aware that in practice PPT customers often do not perceive quality in such detail as offered in the list.The means available to influence customers’ perception of the quality criteria listed vary between transport modes,environments, and service providers. It is recommended that users of the list provide their own list of the meansavailable to them.The list covers all customer segments including e.g. mobility impaired customers.A.2Quality criteriaLevel 1Level 2Level 31. Availability1.1 Modes1.2 Network1.2.1 distance to b/a-point1.2.2 need for transfers1.2.3 area covered1.3 Operation1.3.1 operating hours1.3.2 frequency1.3.3 vehicle load factor1.4 Suitability1.5 Dependability2. Accessibility2.1 External interface2.1.1 to pedestrians2.1.2 to cyclists2.1.3 to taxi users2.1.4 to private car users2.2 Internal interface2.2.1 entrances/exits2.2.2 internal movement2.2.3 transfer to other PPT modes2.3 Ticketing availability2.3.1 acquisition on network2.3.2 acquisition off network2.3.3 validationSIST EN 13816:2003

Travel information
normal conditions3.2.1 street directions3.2.2 b/a-point identification3.2.3 vehicle direction signs3.2.4 about route3.2.5 about time3.2.6 about fare3.2.7 about type of ticket3.3 Travel information
abnormal conditions3.3.1 about current/forecast network
status3.3.2 about alternatives available3.3.3 about refund/redress3.3.4 about suggestions &
complaints3.3.5 about lost property4. Time4.1 Length of trip time4.1.1 trip planning4.1.2 access/egress4.1.3 at b/a-points and transfer
points4.1.4 in vehicle4.2 Adherence to schedule4.2.1 punctuality4.2.2 regularitySIST EN 13816:2003

facilities6.1.1 at b/a points6.1.2 on vehicles6.2 Seating and personal space6.2.1 in vehicle6.2.2 at b/a-points6.3 Ride comfort6.3.1 driving6.3.2 starting/stopping6.3.3 external factors6.4 Ambient conditions6.4.1 atmosphere6.4.2 weather protection6.4.3 cleanliness6.4.4 brightness6.4.5 congestion6.4.6 noise6.4.7 other undesired activity6.5 Complementary facilities6.5.1 toilets/washing6.5.2 luggage & other objects6.5.3 communication6.5.4 refreshments6.5.5 commercial services6.5.6 entertainment6.6 Ergonomy6.6.1 ease of movement6.6.2 furniture design7. Security7.1 Freedom from crime7.1.1 preventative design7.1.2 lighting7.1.3 visible monitoring7.1.4 staff/police presence7.1.5 identified help points7.2 Freedom from accident7.2.1 presence/visibility of supports,
e.g. handrails7.2.2 avoidance/visibility of hazards7.2.3 active safeguarding by staff7.3 Emergency management7.3.1
facilities and plansSIST EN 13816:2003

resources8.3.4 disruption by other activitiesTable A.1 — Quality criteriaSIST EN 13816:2003
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