Since the late 1990s, STIF - the public transport authority in the greater Paris area - has gradually developed an overall service quality policy. Today, though some concepts and tools are still experimental, the STIF plays a key role in diffusing and promoting service quality concerns to its different partners in Ile-de-France (transport operators, communities, passengers' associations, etc.) The aims of the STIF are comparable to those of any transport authority, whatever its size or country meaning: to upgrade service, to increase passengers' traffic, to limit private car's modal share, to protect environment and to improve living conditions in thickly populated urban areas. This paper covers three innovative aspects of the STIF service quality policy: (1) certification of service (standardisation); (2) performance contracts; and (3) the urban plan for mobility (PDU).
Samenvatting