Our customers & relationships with them

Public transport operators

& many others(over 300 in total)

Scottish Government

• Devolved environment

• Strong supporter with• onus on continued• service development

32 local authorities

• 21 individual units

• 11 Strathclyde LAs• interact through SPT• • More than just data• suppliers

Our task

• To deliver high quality public transport info to the• wider public at large

• The ‘end users’ are customers and constituents of• those that make Traveline Scotland happen

• …but who are they?

• Some call centre research from 2005• Blended with Scottish Household Survey

TLS SHS/ TLS SHS% % %

Males 34 40 44Females 66 60 5616-24 11 12 1125-44 52 52 3345-64 31 26 3365+ 6 9 23Employed 72 68 52Unemployed 28 32 48

• Continued…

TLS SHS/ TLS SHS% % %

Urban 78 76 69Small Towns 12 12 13Rural 10 12 18No car 34 30 331 car in h’hold 47 48 442+ cars h’hold 19 31 233 min to bus st 59 60 564-6 mins stop 32 28 327+mins stop 8 12 12

• When choosing public transport, bus is top

Bus Train Car as driver

Car as passenger

% % % %>£5,200 and < £15,600 40 4 34 23>£15,600 and <£26,000 37 10 43 22>£26,000 and <£36,400 24 3 59 21£36,400+ annually 15 8 65 120 Cars in household 61 11 11 161 Car in household 24 7 61 172+ Cars in household 12 5 84 23

Modal Use byHousehold Income

• 80% of women and 79% of men thought the• service was either good or excellent.

• 98% women, 96% men would use the service again.• • After contacting Traveline Scotland, 14% of people• switched from car to public transport (SHS 2006)

• Today, call centre remains important. A need now to• deliver quality service across every channel

• Web:• Expect 4,000,000 website visitors in 2010

• Phone:• Around 600,000 calls per annum to 24/7 call centre

• Mobile internet:• Expect to reach 200,000 NextBuses.mobi requests

• SMS:• Around 50,000 transactions per annum

Dedicated part-time Quality Manager

• Tests our products on a daily basis• Handles public enquiries from call centre, emails, • and letters.• All enquiries are properly acknowledged,• speedily handled and fully investigated.• No matter who the end user is, they all matter and• are treated equally.

Sometimes we do get it wrong

• 2-3 complaints per month on average• Data issues investigated and fixed if needs be• Call-related issues investigated fully• Around 80% of cases show the customer is not• ‘always right’ and diplomatic response given• Full apology always given when needed

What’s next for Traveline Scotland?

• Continuous improvement with input from:• Public transport operators • Scottish Government• Local authorities• Our end-user customers

• Improve the services we have, or develop new• products to meet demand.

For more information:Stuart McNeill, Traveline ScotlandTel: 07825 327 226Email: stuartm@cpt-uk.org