The Experience of Vienna City

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1 Examples from key cities and public transport operators: The Experience of Vienna City DI Isabella Kossina, MBA Wiener Stadtwerke, Vienna, Austria

2 Wiener Stadtwerke Sustainability Report 2008 and Sustainability Portal Vienna: Informations about the city and the political background The public transport grid of Vienna Modal shift and customer satisfaction Measures for improvement Our contribution to quality of living

3 Wiener Stadtwerke Sustainability Report WSTW_Nachhaltigkeit_2008_E.pdf

4

5 Sorry, only in German!

6 Our five pillars of sustainable business Services of general interest: Our customers are the focus of our work. Ecology: Responsible handling of resources and environment Economy: Sustainable economies Employees: Equal treatment, compatibility of family and working life, integration, antidiscrimination Society: Hedging of the working and living space of Vienna

7 Wiener Stadtwerke Sustainability Report 2008 and Sustainability Portal Vienna: Informations about the city and the political background The public transport grid of Vienna Modal shift and customer satisfaction Measures for improvement Our contribution to quality of living

8 100 % Public transport Public transport GmbH & Co KG GmbH AG der Wiener Lokalbahnen

9 Vienna by numbers - potential customers around 1.68 million people living in Vienna (415 km²) plus almost 600,000 people living in the immediate vicinity, of which around 87,500 commute to Vienna (valid 2007) several million tourists every year; 2008: 4.5 million arrivals and around 10.2 million overnight Vienna by numbers - individual transport data 395 cars registered per 1,000 inhabitants (2007) limited duration parking zones covering big parts of the city centre, all demanding parking fees numerous garages available at a charge Park & Ride services realized at strategic locations

10 Contract with the City of Vienna Direct commission in house" by the owner Appointment of an overall integrated system for service of metro, tram and bus Comprehensive transportation order with defining traffic volume quantity and service quality Contract period from 1999 to 2009 until 2017 with renewal option Commissioning and contract are EU-conform

11 Vienna Climate Protection Programme (KliP) 1999 In 1999, the City of Vienna launched the far-reaching Vienna Climate Protection Programme (KliP). The programme is scheduled to run until 2010 and consists of 36 sets of measures with a total of more than 200 individual measures designed to reduce greenhouse gases in particular carbon dioxide in the following five fields of action: district heating and electricity generation housing businesses city administration mobility.

12 Transport Master Plan Vienna

13 Targets of the Transport Master Plan Vienna 2003/2008 for 2020 (reference year 2001): increasing the share of public transport to 40% by 2020, reducing the share of individual motorized traffic to 25% by 2020, increasing the share of bicycle traffic to 8% by 2020, keeping the share of pedestrians at 2001 levels.

14 Targets of the Transport Master Plan 2008 MIV = individual motorized traffic ÖV = public transport Zu Fuß = pedestrians Rad = bicycle

15 Wiener Stadtwerke Sustainability Report 2008 and Sustainability Portal Vienna: Informations about the city and the political background The public transport grid of Vienna Modal shift and customer satisfaction Measures for improvement Our contribution to quality of living

16 Key numbers for Wiener Linien in 2008

17 The public fast connections grid of Vienna in 2008

18 Planned extension of the public transportation grid Wiener Linien is set to invest almost EUR 1.8 billion by 2013 alone. Of this amount, around EUR 1.4 billion has been earmarked for new underground line construction, around EUR 257 million for trams, around EUR 73 million for buses and almost EUR 60 million for underground trains. ULF, Wiener Linien's most accessible tram

19 Planned extension of the public transportation grid Next underground line extension 2010 Planned underground and tramway lines

20 Wiener Stadtwerke Sustainability Report 2008 and Sustainability Portal Vienna: Informations about the city and the political background The public transport grid of Vienna Modal shift and customer satisfaction Measures for improvement Our contribution to quality of living

21 Result in 2008: 35 % public transport at an increased number of passenger

22

23 Findings of customers surveys The share of satisfied responses is then entered on to a scale from -100 to Therefore, +100 means total satisfaction with the characteristic in question; an index rating of zero would indicate 50% satisfaction; and a rating of -100 would indicate total dissatisfaction with the relevant characteristic. The value for 2007 for the example means of transport is in fact +60, as seen in the graph, which equates to a share of satisfied people of 80%.

24 Attractive components of the mobility offer User-friendly touch screen ticket machines located in underground stations, allowing customers to purchase parking tickets for Vienna's limited parking zones at any ticket machine in any underground station. In order to make it easier for wheelchair-bound customers to purchase tickets, every machine near a lift has been mounted lower to the ground to improve accessibility. Special price tickets for students and seniors. Introduction of electronic sales channels m-ticketing (purchasing tickets via your mobile phone) and the online ticket shop. Fitting of the new buses, underground trains and ULF trams with temperature reduction units and dehumidifiers to create a pleasant climate.

25 BEST Annual benchmarking study on customer satisfaction in seven European metropoles (Stockholm, Oslo, Helsinki, Copenhagen, Vienna, Geneva, Berlin) Telephone interviews with 1000 customers and noncustomers in and around Vienna Response rate: 46% Single choice, scaling Analyzed objects: Citizen Satisfaction Traffic supply Reliability Information Staff behaviour Security and safety Comfort Value for money Social Image Loyalty

26 Wiener Linien results 2007 CITIZEN SATISFACTION TRAFFIC SUPPLY RELIABILITY INFORMATION STAFF BEHAVIOUR SECURITY AND SAFETY COMFORT SOCIAL IMAGE VALUE FOR MONEY LOYALTY Hardly/Don't agree at all Partially/Fully agree

27 Benchmarking - BEST Results ( )

28 Wiener Stadtwerke Sustainability Report 2008 and Sustainability Portal Vienna: Informations about the city and the political background The public transport grid of Vienna Modal shift and customer satisfaction Measures for improvement Our contribution to quality of living

29 Measures to improve customer satisfaction Setting up and implementing the cleanliness procedure throughout Wiener Linien, Pursuance of video surveillance Gathering performance evidence for peak times during EURO 2008, Awareness management, e. g. internal poster campaign (placards, bills and notices), Further removing barriers for people with special needs Information offensive.

30 Pursuance of video surveillance Measures set in our sustainability programme

31 EURO 2008 the highlight of 2008 More than 7.3 million passengers than usual within the 23-day competition More than 60% of fans made use of the underground to travel to the stadium. 200,000 additional journeys on each day without matches 500,000 additional journeys on match days, and culminating in around 800,000 for two top matches. The number of rides on offer on the underground lines throughout the entire event was 25% higher during the day and 50% higher in the evening. On match days, the number of rides on offer increased by up to 100% over regular operating levels between 5 pm and close.

32 Removing barriers for people with special needs In 2007: every underground station and 66% of underground tram stations were fitted with lifts or permanent ramps, with 98% of lifts and 97% of escalators being available. 97% (2006: 96%) of tram stops and 95% (2006: 94%) of bus stops were fitted with platform edges At the end of 2008, the proportion of trams which were ultra low floor vehicles was 36.2% (tramcars, 2007: 32%). In 2008, a further 23 ultra low floor (ULF) trams were delivered. A further 14 type B1 ULF trams are due for delivery in Additional new generation vehicles are then set to follow at an annual rate of 15 to 20 units.

33 Information offensive e.g. offering more and improved electronic, individual information by Expanding the electronic passenger information automated operations control system (RBL), Orchestrating a more user-friendly Internet presence by, for example, integrating timetable information into the home page of Wiener Linien to make it easier to use for visually impaired users, A separate website for young people with attractive offers and relevant information (

34

35

36 Wiener Stadtwerke Sustainability Report 2008 and Sustainability Portal Vienna: Informations about the city and the political background The public transport grid of Vienna Modal shift and customer satisfaction Measures for improvement Our contribution to quality of living

37 Siemens, 2008

38 Mercer

39 Thank you for your interest!

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