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Urban freight consolidation centres are part of the city logistics measures that aim to reduce the negative impacts related to urban freight transport activities, whilst at the same time providing a more seamless, higher-value logistics experience for their users. By collecting the goods destined to the target area and consolidating deliveries into one large delivery made by high-load vehicles, urban consolidation centres can relieve congestion and improve air quality. Significant benefits also accrue to the participating retailers, e.g. improved staff productivity and safety, the provision of pre-retailing services and recycling of packaging.The paper draws on the experiences of the Bristol-Bath Urban Consolidation Centre (BBUCC), established in 2002 to serve Bristol city centre and uniquely extended in 2011 to cover Bath, each served by electric lorries; it appraises the benefits of shared 'last mile' freight services focusing in particular on the perspective of its users: the participating retailers.

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Due to the motivations of climate change, the health impacts of poor air quality, and the importance of cities for economic growth, transport policy at all levels of governance places emphasis on reducing and managing urban traffic and congestion. Whilst the majority of urban traffic is created by personal travel, freight vehicles make a relatively large contribution per vehicle to congestion, pollution and severe accidents. The European Commission (EC 2011) estimates that 6% of all EU transport carbon emissions are from urban freight. For these reasons, a well-structured portfolio of measures and policies oriented towards more sustainable and efficient management of supply chain activities carried out in urban areas is needed, in order to reduce negative externalities related to urban mobility and improve economic performance. In recent years, there has been enthusiasm amongst commentators that shared-resource economic models can both create new commercial opportunities and address policy problems, including in the transport sector. Within the city logistics subsector, this new model is exemplified by the emergence of Urban freight Consolidation Centres (UCCs). UCCs replace multiple ‘last-mile’ delivery movements, many of which involving small consignments, by a common receiving point (the consolidation centre), normally on the periphery of a city, with the final part of the delivery being shared by the consignments in a small freight vehicle. Such arrangements can represent a good compromise between the needs of city centre businesses and their customers on the one hand (i.e. high availability of a range of goods) and local and global sustainability objectives on the other. At the same time, by sharing logistics facilities and delivery vehicles, UCCs offer added-value services to both urban economic actors, such as retailers, and network logistics providers. However, UCCs add to the complexity of logistics chains, requiring additional contracts, communications and movement stages. These arrangements also introduce additional actors within the supply of delivery services, notably local authorities present as promoters and funders, rather than simply as regulators, companies specialised in the UCC operation, and companies, which provide specialist technologies, such as electric delivery vehicles. UCCs therefore also represent an example of multi-stakeholder collaboration. Drawing on the results of a 2013 survey in Bristol (United Kingdom) and a further survey carried out in 2015 in Cagliari (Italy), the present paper will provide an in-depth comparison of the differences in the perceptions of urban freight users and stakeholders towards UCCs. Retailers involved in the survey carried out in Bristol showed high satisfaction with the delivery service provided by the UCC. Different topic areas (e.g. timeliness, reliability, safety) are examined through analyses of both qualitative and quantitative data. The survey carried out in Cagliari investigated the inclination of potential users to join a UCC scheme. The comparison between the two cities considers factors such as the nature of business holding (e.g. SME versus multiple retailers), operational practices (e.g. pattern of deliveries) and operating subsector (e.g. food versus no food). An analysis on the barriers to the implementation of UCCs in Bristol and in Cagliari is provided at the end of the paper.

Freight transport in urban areas entails benefits (i.e. free access to goods when needed), but also negative externalities (environmental, social and transportation impacts). In response to these problems, the concept of city logistics emerged, for the purpose of planning, organizing, coordinating and controlling physical and information flows in order to find a compromise between efficient freight distribution in urban areas and protection of the environment. A typical city logistics initiative is the Urban Freight Consolidation Centre (UFCC), the benefits of which are significant. Its financial issues though represent a huge problem for public administrations. However, a large customer network, comprising retailers participating in the initiative, could make the UFCC a self-financing scheme. The key to expanding the scheme is closely linked with marketing campaigns and customer care. Therefore, customer care analysis represents an important tool in developing UFCC schemes. In this paper, a new Customer Satisfaction Index (CSI) is proposed for evaluating UFCC service quality. The new index, named CSImod, is a modified version of the traditional CSI, but places greater emphasis on customer dissatisfaction, so as to analyse the most critical areas of the service with a view to improving them. The index has been tested using experimental data collected within the CIVITAS RENAISSANCE Project, in which the Bristol and Bath Freight Consolidation Centre (BBFCC) scheme was evaluated. The evaluation was done from a user perspective, i.e. the participating retailers. The CSImod places more importance on the most dissatisfied customers making it possible to understand why they are dissatisfied and with what. Thus, it is possible to intervene with the aim of improving those areas of the service that are perceived as the worst. In spite of the high level of satisfaction with the overall service provided by the BBFCC, thanks to the CSImod the analysis pointed out that some retailers are dissatisfied with the delivery time arrangements and also with deliveries that were getting wet, issues about which the BBFCC manager was totally unaware. The CSImod could be used by UFCC operators to extend the network of the retailers involved and could therefore provide an implicit solution for making the scheme self-financing.

In the upcoming era of new technologies, a transport system is expected to be ‘more sustainable,’ ‘safer,’ and ‘more efficient.’ However, to what extent is this true? Based on the results of a series of stakeholder engagement workshops, the paper explores the vision of different stakeholders about urban freight of the future. A Participatory Approach was used to allow stakeholders to identify the problem and co-design a set of solutions. Potential impacts of innovative urban deliveries on economy, environment, and society were analysed. Methodology and results were then compared with those of a city stakeholder engagement workshop delivered in Newcastle upon-Tyne in 2014. Stakeholders considered that an “engaging” and “easy to use” process was needed to facilitate the process and it encouraged participants to find solutions for a ‘common good.’ The participatory approach proposed in this process would support transport planners and policy-makers to design and implement a consistent policy framework for future sustainable urban freight systems.

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