Dublin - Ireland
Urban light rail system
A service built to meet customer needs.
Contract facts
Organizing authority:
Railway Procurement Agency
Operator:
Veolia Transport Dublin Light
Rail Limited
Network name:
Luas
Contract start:
2004
Contract duration:
5 years (+ 5 operational years)
Key figures
Population served:
1.2 million inhabitants
Passengers transported:
90,000 passengers/day,
28.4 million passengers/year
Kilometers traveled:
7 million km/year
Network:
Red line:
15 km, 23 stops
Green line:
9 km, 13 stops
Vehicle fleet:
40 light rails
Staff:
210 employees
Challenge
Within the framework of its urban development plan, the city of Dublin decided to implement, as a complement to its existing network, a quick and ecological transport mode capable of transporting the largest number of passengers possible during rush hour. It was decided that the light rail best met these goals, and to operate this network, the organizing authority put forth an international call for tenders.
Objectives
- Launch and manage the two light rail lines while providing a high level of service.
-
Work in partnership with the organizing authority and the authority responsible for railway networks to define the technical features of the network.
- Provide quality, simple and quick information to passengers using a call center and a toll-free number.
Veolia Transport's solution
Anticipate passenger expectations
Regular follow-up of customer satisfaction and a "Meet the People" dialogue approach between managers and passengers in the light rail stations.
Bolster customer communications resources
Call centers open from Monday to Saturday with extended schedules. Creation of a client gateway on the Internet site.
Ridership increased from
1.3 million at the beginning of 2005 to 2.5 million by the end of 2006.
Develop a customer culture
Train all staff on the "Going for Green" project, which aims to enhance the quality of customer service.
Currently, 85% of trained employees are conscious of the importance of theirrole in contributing to passenger satisfaction.
Result
Overall passenger satisfaction has increased since 2005: 88.6% (85.7%). The number of'customer service' complaints decreased by 40%.
Provide quality services
Veolia Transport provides maintenance, sub-contractor management, replacement services using buses and an electrical power supply.
"Going for Green"was a great success in the development of our customer culture and as a result we were able to improve the quality of service in Dublin's public transit system."
Frank Allen, CEO Railway Procurement Agency Dublin.
