SIST EN 13816:2003
(Main)Transportation - Logistics and services - Public passenger transport - Service quality definition, targeting and measurement
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 a etre 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
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
SIST EN 13816:2003
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
EN 13816:2002 (E)2ContentspageForeword.3Introduction.41Scope.52Terms and definitions.53Methodology.63.1The quality loop.63.2Quality criteria.84Requirements for service quality.94.1Compliance.94.2Quality management.94.3Service quality definition.104.4Service quality measurement.105Recommendations.105.1Commitment between participating parties.105.2Allocation of responsibilities.105.3Other quality management tools.11Annex A
(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
EN 13816:2002 (E)3ForewordThis document EN 13816 has been prepared by CEN/TC 320 "Transportation – Logistics and services", thesecretariat of which is held by DS.This European Standard shall be given the status of a national standard, either by publication of an identical text orby endorsement, at the latest by October 2002, and conflicting national standards shall be withdrawn at the latestby October 2002.Certain parts have been prepared in corporation with experts from the QUATTRO project, supported by theEuropean Union’s Fourth Framework Transport RTD programme.The annexes A, B and C are informative.According to the CEN/CENELEC Internal Regulations, the national standards organizations of the followingcountries are bound to implement this European Standard: Austria, Belgium, Czech Republic, Denmark, Finland,France, Germany, Greece, Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Portugal, Spain,Sweden, Switzerland and the United Kingdom.SIST EN 13816:2003
EN 13816:2002 (E)4IntroductionThe main purpose of the standard is to promote a quality approach to public transport operations and focus intereston customers’ needs and expectations, by specifying procedures most likely to:— draw the attention of the responsible parties to matters to be considered;— lead to relevant and well-founded decisions particularly with regard to the allocation of responsibilities;— enable customers, and others, to compare service quality claims from alternative suppliers, reliably;— contribute to the implementation of a process of continuous improvement.The requirements of the standard are such that entities, whether large or small, can benefit from its adoption anduse.Adoption of this European Standard may be appropriate for:1)Public Passenger Transport services for which a single operator carries sole responsibility for all majorquality criteria, or two or more parties share responsibilities, in accordance with an agreementThe requirements outlined in chapter 4 will permit full compliance with the standard. Compliance will assist serviceproviders in the provision of public passenger transport that will more closely align with the expectations of thecustomers. To this end, provisions are made for using elements from a detailed definition of quality in publicpassenger transport presented as a list of quality criteria (annex A).The benefits of complying with the standard will be an improved ability to allocate the resources available to thetasks most likely to produce added customer satisfaction and revenue to the service providers.The standard includes recommendations for the preferred form and contents of agreements regarding qualitybetween parties sharing responsibility for a public passenger transport (PPT) system, and invitations to tender. Therecommendations include a guideline for allocation of responsibilities for the relevant quality parameters.The standard also includes recommendations for the measurement of service quality.2)Authorities in a tendering/contracting situation, requiring that the service be provided in accordance with thisstandardIn a tendering situation additional benefits are derived from applying this standard:The bidder will be certain that all quality criteria not specifically mentioned in the tender document will not be hisresponsibility, and respect national and European legislation, and he need not, therefore, add a contingencyallowance to his bid in order to cover implicit responsibilities which may be a matter of national or local tradition.The bidder will be able to understand what is required of him more readily, as a result of the use of standard termsused in the list of quality criteria (Annex A) and defined in the glossary (Annex B).It is recommended that a tender document, which requires that the service be provided in accordance with thisstandard, also includes requirements for the level of quality.SIST EN 13816:2003
EN 13816:2002 (E)51 ScopeThis European Standard specifies the requirement to define, target and measure quality of service in publicpassenger 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 alsorecommended for use by authorities and agencies responsible for the procurement of PPT services in thepreparation of invitations to tender.Its use promotes the translation of customer expectations and perceptions of quality into viable, measurable, andmanageable quality parameters.It is recognized that a single individual or company, or two or more parties sharing the responsibility for theprovision of a PPT service in co-operation (e.g. authority and operator) may, in practice, seek to comply with thestandard. In the latter situation, it is strongly recommended that the relationship between the parties be governedby a formal agreement (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 2.1 but need not exclude other transportservices (e.g. charter and taxi systems).2 Terms and definitionsFor the purposes of this European Standard, the following terms and definitions apply.2.1public passenger transportservices which have the following characteristics:— are open to all, whether travelling singly or in groups;— are publicly advertised;— have fixed times or frequencies, and periods of operation;— have fixed routes and stopping places, or defined origins and destinations, or a defined operating area;— are provided on a continuing basis, and— have a published fare. It is not limited by reference to:— mode of transport;— vehicle and infrastructure ownership;— journey length;— any necessity for pre-booking, orSIST EN 13816:2003
EN 13816:2002 (E)6— the method of payment for travel;— legal status of the service providers2.2service providerentity providing a public passenger transport serviceNOTEThis may not imply an entity in the legal sense. The entity providing the service may be composed of a grouping of anyof individuals, companies, corporations, and authorities co-operating in the provision of the service.2.3service quality definitionset of quality criteria and appropriate measures for which the service provider (entity claiming compliance) isresponsible3 Methodology3.1 The quality loopThis standard is based on the concept of the service quality loop. The general principles of the loop are set out inthis chapter and illustrated in Figure 1, whereas the requirements and recommendations of the standard, based onthe principle of the quality loop, are set out in clauses 4 and 5.Service quality
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
EN 13816:2002 (E)73.1.1Service quality soughtThis is the level of quality, which explicitly or implicitly is required by the customer. The level of quality can beconsidered as the sum of a number of weighted quality criteria. The relative weight of these criteria can beassessed by qualitative analysis.3.1.2Service quality targetedThis is the level of quality, which the service provider aims to provide for the customers. It is influenced by the levelof quality sought by the customers, external and internal pressures, budgetary and technical constraints andcompetitors’ performance. When setting targets for the service to be provided, it is necessary for the followingfactors to be addressed:- a brief statement of the service standard, e.g.:— we intend our passengers to travel on trains which are on schedule (meaning a maximum delay of 3minutes)— we intend to provide a quick response to comments and complaints (meaning within 10 working days)- a level of achievement, which is a statement or assessment of the percentage of customers benefiting from thestandard service e.g.:— 98 % of our passengers find that their trains are on schedule— 95 % of our passengers find the escalator, which they want to use, in good working order- a threshold of unacceptable performance. In each case, when the threshold is crossed, the service isconsidered not to have been adequately provided, immediate corrective action shall be taken, includingpossible alternative service, and customers may be compensated.3.1.3Service quality deliveredThis is the level of quality achieved on a day-to-day basis. Delivered quality is measured from the customerviewpoint. It is not simply a technical evaluation showing that a process has been accomplished (thus, punctualityis about what is experienced by the customers throughout the journey, not just the amount of delay, for instance: ina train system scheduled to run at 10 minute intervals, if the first train is 10 min late, measurement will show that alltrains run 10 minutes late. However, only the passengers on the first train will experience the delay, whilepassengers on following trains will experience normal journey times.
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
EN 13816:2002 (E)8Perceived quality sometimes bears little resemblance to delivered quality. Perceived quality can be measuredthrough surveys (soft measures). The gap between delivered quality and perceived quality is a function of thecustomer’s knowledge about the service delivered and of personal or reported experiences with the service and/orpersonal background and environment.The difference between "quality sought" and "quality perceived" may be taken as the degree of customersatisfaction.3.1.6Application of the principles of the quality loop to any quality management scheme involves:— defining or assessing explicit and implicit expectations of the customer;— specifying a viable and deliverable service, taking these expectations into account, (for instance specifying areference service, a level of achievement and a threshold of unacceptable performance), and, whenappropriate, letting customers know about it;— producing a service that complies with the specifications (including measurement of performance and correctiveaction);— communicating the results to the customers, where appropriate;— measuring customer satisfaction;— analyzing the results and taking appropriate corrective action.3.2 Quality criteriaThe overall quality of public passenger transport contains a large number of criteria. The criteria represent thecustomer view of the service provided, and in this standard they have been divided into 8 categories.Category 1 and 2 describe the PPT offer in more general terms, category 3, 4, 5, 6, and 7 provide a more detaileddescription of the quality of the service, and category 8 describes the environmental impact on the community as awhole:1)availability:extent of the service offered in terms of geography, time, frequency and transport mode2)accessibility:access to the PPT system including interface with other transport modes3)information:systematic provision of knowledge about a PPT system to assist the planning and execution ofjourneys4)time:aspects of time relevant to the planning and execution of journeys5)customer care:service elements introduced to effect the closest practicable match between the standardservice and the requirements of any individual customer6)comfort:service elements introduced for the purpose of making PPT journeys relaxing and leasurable7)security:sense of personal protection experienced by customers, derived from the actual measuresimplemented and from activity designed to ensure that customers are aware of those measures8)environmentalimpact:effect on the environment resulting from the provision of a PPT serviceSIST EN 13816:2003
EN 13816:2002 (E)94 Requirements for service quality4.1 ComplianceThe service provider shall ensure that the requirements of 4.2, 4.3 and 4.4 are met.4.2 Quality managementQuality management shall be adopted by service partners (authorities, operators and/or others), which ensures thatthe following steps are taken to an appropriate degree, and at an appropriate frequency, considering the scale andcomplexity of the PPT operation.Each item from the list below shall be considered, whether in outline or in detail and recorded in such a way that itcan be reviewed.1)The explicit and implicit expectations of the customer regarding the quality of the PPT service are identified.2)Legal, political, financial, technical and other constraints are taken into account.3)Existing quality levels and areas for potential improvement are identified.4)Targets are set with due consideration of items 1, 2, 3 above and 5 below. This involves translation of data fromthese items into measurable quality criteria, and:— selection of criteria from the list of quality criteria (see annex A), considering the number of passengersaffected— specification of the performance level to be targeted for each of above mentioned criteria, considering thenumber of passengers affected. This involves (see 3.1.2):— statement of service standard— level of achievement, expressed, where appropriate, as a ratio of passengers affected— threshold of unacceptability— redress, (if contracted), in case of failure to meet threshold5)Performance is measured. This involves:— selection of measurement methods (see 5.3 and annex C)— decision about frequency of measurement— decision about methods for computation of results, and appropriate validation— documentation of results6)Corrective action is taken - i.e. improvement of performance or revision of targets. This involves:— corrective action in the case performance targets are not met— corrective action in the case of unacceptable performance— appropriate communication7)The customer perception of quality delivered is assessed in order to establish a basis for item 8 below.SIST EN 13816:2003
EN 13816:2002 (E)108)Appropriate action plans are prepared and implemented to reduce differences between:— delivered and perceived quality— sought and perceived quality4.3 Service quality definitionIn defining/presenting the quality of the service(s) offered, the service provider shall select criteria from the listprovided in annex A to prepare a service quality definition for the particular PPT system.
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
EN 13816:2002 (E)112.3)Translation of research results into performance criteria2.4)Communication with market as appropriate3)
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
EN 13816:2002 (E)12Annex A(informative)Quality criteriaA.1IntroductionThe use of Figure A.1 is a requirement for preparing a service quality definition (see 2.3 and 4.3) and that is also arequirement.
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
EN 13816:2002 (E)133. Information3.1 General information3.1.1 about availability3.1.2 about accessibility3.1.3 about sources of information3.1.4 about travelling time3.1.5 about customer care3.1.6 about comfort3.1.7 about security3.1.8 about environmental impact3.2
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
EN 13816:2002 (E)145. Customer care5.1 Commitment5.1.1 customer orientation5.1.2 innovation and initiative5.2 Customer interface5.2.1 enquiries5.2.2 complaints5.2.3 redress5.3 Staff5.3.1 availability5.3.2 commercial attitude5.3.3 skills5.3.4 appearance5.4 Assistance5.4.1 at service interruptions5.4.2 for customers needing help5.5 Ticketing options5.5.1 flexibility5.5.2 concessionary tariffs5.5.3 through ticketing5.5.4 payment options5.5.5 consistent price calculationsSIST EN 13816:2003
EN 13816:2002 (E)156. Comfort6.1 Useability of passenger
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
EN 13816:2002 (E)168. Environmental impact8.1 Pollution8.1.1 exhaust8.1.2 noise8.1.3 visual pollution8.1.4 vibration8.1.5 dust & dirt8.1.6 odour8.1.7 waste8.1.8 electromagnetic interference8.2 Natural resources8.2.1 energy8.2.2 space8.3 Infrastructure8.3.1 effect of vibration8.3.2 wear on road/rail etc.8.3.3 demands on available
resources8.3.4 disruption by other activitiesTable A.1 — Quality criteriaSIS
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