The service quality of the tram lines of Kayseri Metropolitan Municipality Transportation Inc. was registered and it was awarded with the European Union EN 13816 Service Quality Management Standard in Passenger Transportation.
The measurement results revealed by the performance system developed by Kayseri Transportation A.Ş. showed that the service quality meets the requirements of the standard. Aiming to increase the satisfaction of citizens with the service they have received by improving the performance of the public transportation system and has the certificates of 9001 Quality Management System, 14001 Environmental Management System, 18001 Occupational Health and Safety Management System, 10002 Customer Satisfaction Management System, 50001 Energy Management System, 27001 Information Security Management System. Kayseri Transportation Inc. Finally, the European Union EN 13816 Service Quality Management Standard in Passenger Transport has added to the management system documents.
TRANSPORTATION INC. STANDARDS COMPLIANCE STUDIES ON TRAMWAY LINES IN 2017
Metropolitan Municipality Transportation Inc. Compliance with the standards on tram lines started in 2017. With the works carried out, the orientation and information tools at the stations were arranged and the contents of the infopano (information board) were updated. Dynamic passenger information screens were installed at the stations and in-vehicle pictograms were created by increasing the number of ticket machines. The performance of the equipment used by citizens or providing information to citizens such as turnstiles, ticket machines, in-vehicle information systems has been specially inspected and their service performance has been improved.
In addition, trainings were organized by working on the attitudes and behaviors of employees who interact with citizens, such as security guards, barrier-free access personnel, call center personnel, mechanics, and security, while providing services to citizens. Tram use and customer experience have been standardized, based on travel comfort. The corporate website has been designed according to travel needs. Improvements have been made in many other areas, from cleaning procedures to responding to citizen notifications.
The measurement results revealed by the performance system developed by Kayseri Transportation A.Ş. showed that the service quality meets the requirements of the standard. The evaluation of the performance and the improvements made was made by independent certification bodies and with the audits made, Kayseri Transportation A.Ş. It has been registered that tram lines serve in accordance with the European Union EN 13816 Service Quality Management Standard in Passenger Transport.