Benefits – EN 13816: Quality in public passenger transport
Holding a public passenger transport quality certification in accordance with the UNE EN 13816 standard offers the following benefits:
- Maximising benefits for your company. EN 13816 certification is essential for participating in public passenger transport tenders. Public passenger transport quality enables cost savings and facilitates the continuous improvement of public passenger transport services.
- Customer-focused service. It demonstrates a commitment to the customer through the measurement, monitoring and improvement of the service in question: the passenger transport service is geared towards passenger satisfaction.
- An Integrated Management System that is easy to certify. Public passenger transport certification is compatible with other management systems such as ISO 9001, ISO 14001 and OHSAS 18001, as well as Service Charter certification.
UNE - EN 13816 Consultancy
- ISO consultancy to implement a public passenger transport quality management system in accordance with the EN 13816 standard.
- EN 13816 audit. Internal audits and mystery shopping for the EN 13816 quality management system, carried out by senior auditors with extensive experience in passenger transport audits.
- ISO outsourcing. Save money by outsourcing the duties of the EN 13816 Quality Manager.
- Strategic outsourcing. Integrate ISO 9001 with EN 13816 and the business plan.
Public transport quality standards
The EN 13816 standard sets out the quality requirements that public passenger transport service providers must meet when delivering their services, with the aim of meeting their customers’ expectations. These requirements are based on the following categories of criteria:
- Service offered. Key aspects of public transport quality include timetables, frequency, service reliability and passenger load.
- Accessibility. A public transport service must be accessible to people with reduced mobility or facilitate connections with other public transport services.
- Information. The standard requires minimum levels of information regarding public passenger transport quality, both on board the vehicle, on the website and at the point of sale.
- Time. Among other points, the EN 13816 standard considers adherence to timetables and frequencies, punctuality and regularity.
- Customer service. We would highlight that the EN 13816 standard takes into account customer relations, including enquiries and complaints, staff management and the ease of purchasing tickets.
- Comfort. Assessed in public passenger transport quality based on the functionality of the equipment, journey comfort and environmental conditions, amongst other aspects.
- Safety, with a view to providing a safe service. The EN 13816 standard covers protection against attacks, accident prevention and emergency management.
- Environmental impact, taking into account aspects such as pollution (gases, noise, waste, etc.), consumption of natural resources and infrastructure.