{"id":64754,"date":"2024-06-13T08:54:15","date_gmt":"2024-06-12T22:54:15","guid":{"rendered":"https:\/\/www.railexpress.com.au\/?p=116552"},"modified":"2024-06-13T08:54:15","modified_gmt":"2024-06-12T22:54:15","slug":"tailoring-om-solutions-for-australian-customers","status":"publish","type":"post","link":"https:\/\/www.vibewire.com.au\/?p=64754","title":{"rendered":"Tailoring O&amp;M solutions for Australian customers"},"content":{"rendered":"<figure><img decoding=\"async\" src=\"https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/3-RATP.jpeg\" alt=\"\" style=\"float:right; margin:0 0 10px 10px;\"><figcaption>RATP has completed surveys in Sydney to better understand what residents want from a new network. IMAGE: Taras Vyshnya \/stock.adobe.com<\/figcaption><\/figure>\n<p><strong><a href=\"https:\/\/www.ratpdev.com\/en\">RATP Dev<\/a> leverages on detailed surveys across its international networks to better understand local expectations.<\/strong><span id=\"more-116552\"><\/span><\/p>\n<p>RATP Dev is placing a focus on customer experience across its international networks thanks to customer surveys to better understand customers\u2019 needs, leading the way in public transports by offering personalised solutions.<\/p>\n<p>RATP Dev, a subsidiary of <a href=\"https:\/\/www.railexpress.com.au\/international-success-story\/\">RATP Group<\/a>, operates and maintains networks in over 100 operations across 15 countries. They ensure the transportation of close to 840 million passengers a year. RATP Group runs Paris\u2019 multimodal network, one of the densest in the world and is \u00a0our \u00a0launching ground for trialling \u00a0many new passenger initiatives.<\/p>\n<p>At RATP Dev, the passenger experience comes first. The company has created a range of core principles it aims to abide by when running its networks.<\/p>\n<p>These include:<\/p>\n<ul>\n<li>Adapt user experiences to each local context;<\/li>\n<li>Continuous improvement for constant improvement of customer satisfaction;<\/li>\n<li>An extensive services availability that takes into account mobility as a whole and being there for everyone;<\/li>\n<li>Digital and human combinations to enrich the range of user services.<\/li>\n<\/ul>\n<p><strong>Better understanding of local expectations<\/strong><\/p>\n<p>To uncover passenger pain points \u00a0and tailor the actions and initiatives that will help make a customer\u2019s journey more enjoyable, RATP Dev supports \u00a0customer surveys.<\/p>\n<p>The results from the surveys have seen a range of projects rolled out across RATP Dev\u2019s networks to improve customer satisfaction and the network appeal.<\/p>\n<p>Denis Masure is the General Manager Australia New Zealand for RATP Dev. He explained how important these surveys are and their impact the decision making of the organisation.<\/p>\n<p>\u201cRATP Dev is present worldwide, and we pride ourselves in tailoring our solutions and customer experience solutions to the local context and specifics.\u201d<\/p>\n<p>\u201cWe avoid duplicating off-the-shelf solutions, and surveys help us identify the specific needs of passengers on each network to bring them the best solution.\u201d<\/p>\n<figure id=\"attachment_116554\" aria-describedby=\"caption-attachment-116554\" style=\"width: 300px\" class=\"wp-caption alignright\"><a href=\"https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/2-RATP.jpeg\"><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-116554\" src=\"https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/2-RATP-300x206.jpeg\" alt=\"\" width=\"300\" height=\"206\" srcset=\"https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/2-RATP-300x206.jpeg 300w, https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/2-RATP-1024x702.jpeg 1024w, https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/2-RATP-768x527.jpeg 768w, https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/2-RATP.jpeg 1200w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><figcaption id=\"caption-attachment-116554\" class=\"wp-caption-text\"><strong>RATP has been trialling potential solutions, many to great success.<\/strong> Image: jovannig\/stock.adobe.com<\/figcaption><\/figure>\n<p><strong>Continuous improvement through regular measurement of customer satisfaction<\/strong><\/p>\n<p>Customer surveys are part of the continuous improvement principle adopted by RATP Dev to set the highest standards of customer experience in its networks. As Masure said, \u201cThese surveys support RATP Dev\u2019s day-to-day initiatives such as the Welcome Program, which is our passenger-centric customer experience programme adaptable to each type of network. It aims to understand our customers better and improve their customer experience.\u201d<\/p>\n<p>One method included in the Welcome Program is the Voice of the Customer workshop: \u201cThis pragmatic, hands-on method, with its action follow-up plan, is used to analyse customer feedback from surveys and comments left online by passengers. To ensure a holistic approach to customer experience, we make sure we have team members from across \u00a0network represented, from the frontline staff such as customer service agents, and executive directors, and have them work together to identify customer pain points, come up with solutions and set up an ambitious and realistic action plan.\u201d<\/p>\n<p>These actions and results are shared with the rest of RATP Group\u2019s networks forming the Welcome Program community, collecting best practices and setting the standard higher for customers\u2019 experience. This knowledge sharing within the community cultivates RATP Dev\u2019s expertise on customer experience.<\/p>\n<p>This strategy has proven successful many times, especially in Cairo. RATP Dev was successful in acquiring \u00a0the operations of the metro Line 3 since 2021, and in two years of operations, managed to increase customer satisfaction from 75 to 90%. Several actions that were proven in other networks of the RATP Group were implemented, including the overhaul of passenger information with a simpler, more legible metro line map and network plan; and the installation at stations of artwork by local artists celebrating the Egyptian history.<\/p>\n<p>This cultural initiative has been implemented in other networks, such as in Tuscany, Italy, where buses are turned into art exhibition spaces for local artists to display their works.<\/p>\n<p>To increase the customer satisfaction rate, another initiative developed by RATP Dev was the implementation of video games for its metro customers on the \u00a0Cairo line 3 (available through QR Codes), to entertain passengers \u00a0and make their journey a fun time. These QR codes are placed inside metro trains and give access to the selection of RATP Dev games. The aim is to associate the company\u2019s logo with a source of fun and happiness in the passenger\u2019s subconscious.<\/p>\n<p><strong>Best practices tailored for Australian passengers<\/strong><\/p>\n<p>With 120 years of experience operating the Paris metro and knowledge sharing from its international networks, RATP Group aims to bring the best solutions to Australian customers, while ensuring they are tailored to their specific needs.<\/p>\n<p>RATP Groups\u2019 decades of experience led to the development of a unique expertise in station design, with a special focus on universal accessibility. This includes signage that can be easily understood by all passengers, especially passengers with special needs \u2013 with physical or cognitive disabilities.<\/p>\n<p>To ensure a customer-centric design, RATP worked with associations for the diversely inclusive \u00a0during the full overhaul of the Ch\u00e2telet-Les Halles station (Paris central railway station), to clarify the orientation signs and make the station accessible to all. The results saw improvements for all passengers and a renovation of the interior spaces of interconnection areas for accessibility.<\/p>\n<figure id=\"attachment_116555\" aria-describedby=\"caption-attachment-116555\" style=\"width: 300px\" class=\"wp-caption alignleft\"><a href=\"https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/1-RATP.jpeg\"><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-116555\" src=\"https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/1-RATP-300x205.jpeg\" alt=\"\" width=\"300\" height=\"205\" srcset=\"https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/1-RATP-300x205.jpeg 300w, https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/1-RATP-1024x701.jpeg 1024w, https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/1-RATP-768x525.jpeg 768w, https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/1-RATP.jpeg 1200w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><figcaption id=\"caption-attachment-116555\" class=\"wp-caption-text\"><strong>RATP is utilising surveys across its international networks to improve customer experiences.<\/strong> Image: olezzo\/stock.adobe.com<\/figcaption><\/figure>\n<p>RATP Group has also accumulated years of experience in handling international customers utilising airport links and offering them the latest innovations to make their journey easy and seamless.<\/p>\n<p>Since 2020, Orlyval shuttles between Paris and Orly International Airport have been equipped with \u00a0LCD displays screens \u00a0that offer adapted information in real time, which includes flight schedules, interconnections, RSS feeds and international news.<\/p>\n<p>As Paris is hosting the 2024 Olympic and Paralympic Games, RATP has successfully trialled new solutions to ensure international passengers and sport fans travelling on its network would benefit from the same high-quality \u00a0service, and even improve it. On the fully automated Line 14, which south extension to Paris Orly International Airport will open in June, an AI-driven crowding solution is being tested to provide passengers with crowding information.<\/p>\n<p>All these innovations demonstrate RATP Group\u2019s ability to offer the latest implementation-ready innovations to its passengers and tailor them to the local network, which is the company\u2019s objective for the passengers of Sydney\u2019s new airport line.<\/p>\n<p><strong>Worldwide customer survey <\/strong><\/p>\n<p>As part of our worldwide survey, RATP Dev surveyed Sydney residents around potential barriers to public transport use and what they are looking for in metro style transport.<\/p>\n<p>Out of \u00a0our 500 respondents from Sydney, 54 per cent perceived public transport to have better environmental impacts while only \u00a033 per cent perceived electric cars as having a greater impact.<\/p>\n<p>Most perceived public transport benefits in Sydney are related to better city living with 67 per cent of respondents saying it offers everyone the possibility to move around (for an average 65 per cent in 12 territories worldwide). Furthermore, 66 per cent said it contributed to improving the quality of life, 5 points above the average worldwide percentage, placing the Sydney population among those with a positive perception of public transport and, therefore anticipating high standards aligned with this perception.<\/p>\n<p>\u201cResidents will be looking for a service that is reliable, accessible, comfortable, efficient, with access to clear and accurate information and a personalised \u00a0customer experience across \u00a0Sydney Metro,\u201d Masure said.<\/p>\n<p>\u201cAs we want to attract new customers and support sustainable urban development around these stations, we know how critical the customer satisfaction will be.\u201d<\/p>\n<p>\u201cA good integration with other transport modes is a crucial element people will be looking for.\u201d<\/p>\n<p>Being a part of the Sydney Metro &#8211; Western Sydney Airport project from the design phase is giving RATP Group the added benefit to understand and tackle barriers to public transport use.<\/p>\n<p>\u201cRATP Dev runs and maintains 23 metro lines, 13,700 bus, 22 tramway lines, and urban or intercity rail lines around the globe,\u201d Masure said.<\/p>\n<p>&#8220;To do so efficiently, our first duty is to have flawless engineering to ensure optimum availability and timeliness, which are the prime needs of passengers. And RATP Dev has unrivalled expertise in this field. But putting the customer at the centre, as we do, goes beyond that, with relevant, timely and accurate information for passengers. With high standards of comfort, not only in terms of cleanliness, but also in everything that contributes to the travel experience, such as train and station temperature, lighting, etc. And, even beyond that, there&#8217;s the individualised customer experience we develop through our mastery of digital innovations and feedback programs. It&#8217;s by intervening at all these levels, thanks to our passenger understanding programs, that our teams mobilise to guarantee a customer experience of the highest standards.\u201d<\/p>\n<p>The post <a href=\"https:\/\/www.railexpress.com.au\/tailoring-om-solutions-for-australian-customers\/\">Tailoring O&#038;M solutions for Australian customers<\/a> appeared first on <a href=\"https:\/\/www.railexpress.com.au\/\">Rail Express<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<figure><img decoding=\"async\" src=\"https:\/\/www.railexpress.com.au\/wp-content\/uploads\/2024\/06\/3-RATP.jpeg\" alt=\"\"><figcaption>RATP has completed surveys in Sydney to better understand what residents want from a new network. IMAGE: Taras Vyshnya \/stock.adobe.com<\/figcaption><\/figure>\n<p>RATP Dev leverages on detailed surveys across its international networks to better understand local expectations. RATP Dev is placing a \u2026 <\/p>\n<p>The post <a href=\"https:\/\/www.railexpress.com.au\/tailoring-om-solutions-for-australian-customers\/\">Tailoring O&amp;M solutions for Australian customers<\/a> appeared first on <a href=\"https:\/\/www.railexpress.com.au\/\">Rail Express<\/a>.<\/p>\n","protected":false},"author":13,"featured_media":1,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"categories":[2251,6644,51,8834,163],"tags":[10376],"class_list":["post-64754","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nsw","category-passenger-care-and-comfort","category-passenger-rail","category-rail-express-features","category-rail-industry-news-australia-new-zealand","tag-rail-express"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.vibewire.com.au\/index.php?rest_route=\/wp\/v2\/posts\/64754","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.vibewire.com.au\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.vibewire.com.au\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.vibewire.com.au\/index.php?rest_route=\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.vibewire.com.au\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=64754"}],"version-history":[{"count":2,"href":"https:\/\/www.vibewire.com.au\/index.php?rest_route=\/wp\/v2\/posts\/64754\/revisions"}],"predecessor-version":[{"id":64767,"href":"https:\/\/www.vibewire.com.au\/index.php?rest_route=\/wp\/v2\/posts\/64754\/revisions\/64767"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.vibewire.com.au\/index.php?rest_route=\/"}],"wp:attachment":[{"href":"https:\/\/www.vibewire.com.au\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=64754"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.vibewire.com.au\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=64754"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.vibewire.com.au\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=64754"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}