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Carris’ answer to service quality in Lisbon

Posted: 20 September 2009 | Jorge Fonseca Nabais, Development and Innovation Director, Carris | No comments yet

Carris (Companhia Carris de Ferro de Lisboa) is the urban transport operator of Lisbon and throughout its 137 years of existence, has constantly been aware of its responsibilities. Carris’ development policy and strategy seeks to change behavioural role and organisational structure, making public transport more attractive and efficient with a view to sustainability. As an urban transport operator, Carris has a significant role in urban mobility and accessibility, contributing to the development and sustainability of the Metropolitan Area of Lisbon.

The company’s priorities are as follows: operational cost reduction, optimising available resources, transport safety and security, energy and environmental aspects, innovation and continuous improvement in the quality of transport service.

Carris (Companhia Carris de Ferro de Lisboa) is the urban transport operator of Lisbon and throughout its 137 years of existence, has constantly been aware of its responsibilities. Carris' development policy and strategy seeks to change behavioural role and organisational structure, making public transport more attractive and efficient with a view to sustainability. As an urban transport operator, Carris has a significant role in urban mobility and accessibility, contributing to the development and sustainability of the Metropolitan Area of Lisbon. The company's priorities are as follows: operational cost reduction, optimising available resources, transport safety and security, energy and environmental aspects, innovation and continuous improvement in the quality of transport service.

Carris (Companhia Carris de Ferro de Lisboa) is the urban transport operator of Lisbon and throughout its 137 years of existence, has constantly been aware of its responsibilities. Carris’ development policy and strategy seeks to change behavioural role and organisational structure, making public transport more attractive and efficient with a view to sustainability. As an urban transport operator, Carris has a significant role in urban mobility and accessibility, contributing to the development and sustainability of the Metropolitan Area of Lisbon.

The company’s priorities are as follows: operational cost reduction, optimising available resources, transport safety and security, energy and environmental aspects, innovation and continuous improvement in the quality of transport service.

Special attention is also given to social responsibility and to the cultural aspects of life in the city of Lisbon, with support and sponsorships to events and initiatives promoted by public and private entities.

To do this, the company has been adjusting to the needs and demands of the market, focusing more and more on the client, and in this way promoting the use of collective transport while creating favourable conditions for the modal shift from private transport to public transport.

The company employs 2,766 personnel which includes 1,855 drivers. It is worthwhile to mention some relevant actions and measures recently carried out by Carris.

Bus fleet

Upon acquiring a total of 508 buses between 2004 and 2009, Carris has renewed 70% of its bus fleet satisfying the demanding European Legislation on pollutant emissions (Euro limits 3,4,5 and EEV). The average age of the fleet has now changed from 16.5 years to 6.5-7 years, making up one of the most modern European bus fleets.

Low-floor buses make up approximately 80% of the fleet with 35% providing wheelchair space and access ramps in order to offer suitable conditions for passengers with reduced mobility.

Some of the benefits and aims of the fleet include:

  • Improvement to operations
  • Maintenance costs reduction
  • Fleet diversification – mini, midi, standard and articulated buses: to meet the client needs/supply according to demand
  • Provision of technologically advanced vehicles, improving passenger comfort and safety
  • Better energy efficiency
  • Noise level – outside – dB(A): old buses = 85/new buses = 76 (CE Limit = 80)
  • Pollutant and CO2 emissions minimisation

Energy diversification

The bus fleet is mainly diesel propulsion. According to National and European strategy, Carris has divulged, experimented and used propulsions/fuel alternatives, diversifying its energy sources (biodiesel, natural gas buses, hybrid and fuel cell buses).

Biodiesel

Between April 2007 and April 2008, Carris carried out trials with diesel/biodiesel mixtures of 15% (B15) and 30% (B30), with nationally produced biodiesel. Currently, diesel oil is already supplied with 4% of biodiesel at Public Supply Network of Portugal.

Compressed Natural Gas (CNG)

In Portugal, the first experimentation with natural gas vehicles was carried out by Carris in 1998.

By the end of this year, Carris will have 60 natural gas buses – 20 units dating from 2001 and 20 from 2005 and a further 20 are being acquired.

Driver rejuvenation and qualification

Between 2003 and 2008, Carris improved the skills of approximately 50% of its drivers.

Trainer and driver training activities

Carris provides an initial training programme for new drivers and also perfroms continuous training programmes in the years to follow – all according to 2003/59/EC Directive (Law 126 of 27 May 2009). Besides that, drivers with three or more accidents are subject to additional and specific training.

Currently, a continuous training project is being carried out (and has been since 2006 and is expected to stay in force until 2010) and it is called ‘Quality + in Service to the Client’. Carris has already performed 86 training actions, involving 963 drivers (more than 50% of the total crew) at a cost of €261,835.

Defensive and economic driving

In 2007/2008, Carris and its subsidiary, Carristur, consulted with the vehicle manufacturing experts regarding energy efficiency in terms of training methodology and technical contents. Simultaneously, trainers were also evaluated and incentivised to apply this knowledge and practices.

Driver support and evaluation

The Inspectors’ Procedures and the ‘Driving Performance Report’ were improved, according to more objective criteria and graded evaluation.

Driving data management system

The company is developing and testing this innovative system to collect and manage operating data from vehicles, including the record and analysis of driving parameters per driver and line (comfort, safety and energy indicators). It will enable us, among other things, to monitor crew performance. Currently being implemented is a pilot scheme covering 40 new buses, with interface FMS – Fleet Management System – already available, according to SAE J1939 norm (development concerning vehicle manufacturers protocol).

Network/traffic management and circulation condition

Network Renovation – ‘REDE 7′ (‘Network 7′)

This project began in September 2006, and is divided into several phases and will last until 2010. It was created to adapt the Network to the existing urban situation and the main centres of employment, optimising the service supplied according to the demand where justified. This project also provides increased frequency and new connections to poorly-served areas.

An organised, well thought out Network will certainly have positive results, contributing to less energy consumption and emissions per passenger kilometre and a better quality of service.

Telematics consolidation and expansion

With special emphasis on the:

  • Contactless Ticketing System (implemented in the whole fleet)
  • ‘SAEIP’ – Automatic Vehicle Location System with voice and data communication and GPS (implemented in the whole fleet). This system is monitored by the Traffic Control Centre providing a better Network management and an improvement in traffic flow. The system includes electronic panels with information to passengers at bus and tram stops (350 units), giving passengers real-time information on the arrival of the next vehicle at the stop
  • Use of Video Surveillance System to protect passengers, crew and vehicles against acts of delinquency and vandalism on the company’s operating Network. The entire fleet has installed this system (some with image transmission in case of emergency)
  • Consultation of Service Times for crew on the Intranet – avoiding the need to have recourse to paper-based information procedures (the extension to the Internet and by SMS is underway).

Improvement of circulation conditions

Some actions, together with the Municipality of Lisbon in order to increase commercial speed, deserve to be mentioned:

  • Expansion of ‘Gertrude’ Traffic Light System – priority to public transport
  • Bus lane extensions
  • Bus lanes and surface parking control – since October 2004, Carris and the Municipal Police have changed the procedures in order to raise awareness among people that civic behaviour and good conduct must be the norm

Transport activity – energy management

The energy costs have a significant share in overall operator expenses (has been 15-18% in Carris.

Apart from the renegotiation of the fuel supply contracts, Carris has promoted the rational use of energy, with particular emphasis on improvements in energy efficiency, and a reduction in the energy costs. The main issues are:

  • Careful selection of vehicles
  • Fleet maintenance, with particular attention to the condition and optimisation of the vehicle drive train system
  • Driving
  • Traffic Management
  • Circulation conditions

Results: buses

Between 2006 and 2008, a number of actions enabled a reduction of 2.8% in diesel oil average consumption (2006: 20 740 539 litres and 58 L / 100km; 2008: 20 958 584 litres and 56.4 L / 100km). In spite of the ratio, specific fuel consumption by passenger kilometres has not improved (2008: 27.47 gep / PK; 2006: 26,60 gep / PK).

A positive evolution in demand will be decisive in the improvement of the gep / PK ratio, which measures energy efficiency very objectively. The demand has shown indication of recuperation between 2007 and 2008, which has not happened for many years.

In 2008, the annual costs on fuel (diesel oil and natural gas) was around 21.2 x 106 Euros. Taking into account the vehicle kilometres of public service performed in 2007 and 2008, it can be noted that in these two years, it was possible to save ~ 1 188 800 L of diesel oil and, consequently, avoiding ~ 3 100 toneladas of CO2 emissions. In this period of time Carris also saved ~ €1,057,000.

Results: trams

Between 2006 and 2008, the average consumption of electric energy (traction + losses) decreased by 3.7% (2006: 4 341 968 kWh and 219 kWh / 100km; 2008: 4 340 590 kWh and 211 kWh / 100km).

The ratio specific energy consumption per passenger kilometre improved by 7.7% in the last two years (2008: 28,61 gep / PK; 2006: 31,01gep / PK ), due to, above all, demand increasing in that period.

In 2008, the cost of acquiring traction electric energy was around 430 x 103 Euros.

Premises – energy management

Carris has paid special attention to the conservation of its buildings, which consist of vast, diversified infrastructures and buildings, which are geographically dispersed, that is the buildings of its Headquarters (Miraflores Complex), Workshops and Technical Facilities Areas.

Company efforts take into account regulations relating to the thermal behaviour of buildings, energy systems and to air conditioning, as well as certification for energy and air quality inside buildings (Decree – Law no. 78, 79 and 80/2006 to fulfil 2002/91/CE Directive).

Carris drew up an action plan on company premises and since 2006 has taken several actions in order to promote rational energy use, energy efficiency and consequently reduction of energy costs.

At the end of 2006, Carris received the status of ‘GreenBuilding Partner’ and was distinguished with the ‘GreenBuilding Partner Award 2008′ by the European Commission. It constituted the public and formal EC recognition of the work and good practices of Carris in this field.

There was a significant drop (10%) in energy consumption and CO2 emissions from 2006 to 2008, with significant improvements in the main premises – Miraflores Complex (down by 19.5%).

Employee performance and productivity incentives

Driving Awards called ‘Performance +’ were created in 2007 and given on a quarterly basis in recognition of outstanding driving performance.

‘Carris Innovation Awards’ are given at the anniversary celebration of the company, encouraging the personnel to participate in management through studies or work undertaken.

These are two of the awards to further stimulate good performance with a positive impact on the quality of service.