This paper analyses the management approaches of passenger railways towards unplanned disruption of service, and provides examples of best practices from suburban railways around the world. The priority of participating railways is to return service to normal as quickly as possible and provide at least some services on core routes. The greatest challenges include the provision of accurate and consistent information, arranging alternative transport and the need to make fast decisions. The paper highlights a number of best practices, such as the use of ‘Central Crisis Rooms’ as the focal point for all disruption management, including decision making, CCTV coverage of affected areas and liaison with alternative transport providers
Standard-Nutzungsbedingungen:Die Dokumente auf EconStor dürfen zu eigenen wissenschaftlichen Zwecken und zum Privatgebrauch gespeichert und kopiert werden.Sie dürfen die Dokumente nicht für öffentliche oder kommerzielle Zwecke vervielfältigen, öffentlich ausstellen, öffentlich zugänglich machen, vertreiben oder anderweitig nutzen.Sofern die Verfasser die Dokumente unter Open-Content-Lizenzen (insbesondere CC-Lizenzen) zur Verfügung gestellt haben sollten, gelten abweichend von diesen Nutzungsbedingungen die in der dort genannten Lizenz gewährten Nutzungsrechte. The Members of the Forum are: Albania, Armenia, Australia, Austria, Azerbaijan, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Canada, Chile, China, Croatia, the Czech Republic, Denmark, Estonia, Finland, France, FYROM, Georgia, Germany, Greece, Hungary, Iceland, India, Ireland, Italy, Japan, Korea, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mexico, Moldova, Montenegro, the Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, the United Kingdom and the United States. Terms of use: Documents inThe International Transport Forum's Research Centre gathers statistics and conducts co-operative research programmes addressing all modes of transport. Its findings are widely disseminated and support policymaking in Member countries as well as contributing to the annual summit. Discussion PapersThe International Transport Forum's Discussion Paper Series makes economic research, commissioned or carried out at its Research Centre, available to researchers and practitioners. The aim is to contribute to the understanding of the transport sector and to provide inputs to transport policy design. The Discussion Papers are not edited by the International Transport Forum and they reflect the author's opinions alone.The Discussion Papers can be downloaded from: www.internationaltransportforum.org/jtrc/DiscussionPapers/jtrcpapers.htmlThe International Transport Forum's website is at: www.internationaltransportforum.org ABSTRACTOrigin-destination demand, trip patterns, pricing and transport networks alone cannot explain passenger demand for public transport modes. Other factors of convenience and service quality play a key role in influencing demand and mode choice but they are often more complex and harder to define, measure and value. This paper argues that the good measurement of public transport convenience and service quality is a pre-requisite to its valuation and ensuring more optimal policy and management actions to minimise passengers' generalised time.The paper focusses necessarily on the urban public transport operator and its measurement of service quality. We review the practical experience gained from over 20 years of international benchmarking with more than 50 metro, bus and suburban rail operators in large cities around the world. Specifically, we review the current standards and practices from the urban railway industry in measuring service quality and provide...
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