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berschrift

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Senior passengers a special target group. in 20 years 50% of our ... keep senior citizens mobile? - keep them as paying passengers? - meet their needs? ... – PowerPoint PPT presentation

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Title: berschrift


1
The Project for Senior Passengers in
Salzburg Angelika Gasteiner Customer Service und
Marketing for StadtBus and Salzburger
Lokalbahn angelika.gasteiner_at_salzburg-ag.at
2
Senior passengers a special target group
  • in 20 years 50 of our customers are over 60!
  • Challenge What can a transport company do for
    the older passenger?
  • The project in Salzburg- a practical example

3
What does old age mean?
  • Emphasis on disadvantages such as restriction of
    strength, sight, balance, flexibility,
    stress-resistance, speed, dealing with
    situations, orientation..
  • Old people have to deal with fears, distrust,
    avoiding situations, isolation, lack of social
    contacts
  • Normal phases of life, but predjudices and taboos
  • less or no use of cars, fewer financial means

4
Mobility in old age
  • Mobility makes it possible to take part in life
    and keep social contact
  • Staying mobile prolongues life
  • Less need of care, more independence
  • Public transport often only chance of mobility
  • Crucial to understand needs of older passengers

5
CooperationZGB and StadtBus
  • PT company and social initiative, since September
    2004
  • ZGB Center for Generations and Accessibility
  • How can we
  • - make use of our trolley buses easier?
  • - keep senior citizens mobile?
  • - keep them as paying passengers?
  • - meet their needs?

6
Passengers
  • 33 senior passengers
  • Age approx.60 - 100 (high to highest age)
  • Loyal and patient group of customers
  • Various problems using PT
  • Complaint hotline disclosed special needs
  • Senior passengers are people, not just a market

7
Accidents
  • 64 of all accidents involve people over 65
  • half of the accidents happen at bus stops.
    Getting on and off the bus is extremely stressful
    and is dangerous
  • Target more safety, fewer accidents, more trust,
    more use of public transport
  • reduce fear, esp. profound fear of falling

8
Training for Seniors
  • signing up by phone, written conformation
  • small groups in bus depot, 3 trainers, driver
  • quiet protected surrounding, 2 sessions
  • setting toilet facilities, seats, water, no
    steps
  • Patience! Devotion!

9
topics of training on the bus
  • bus practice,
  • standing and sitting safely
  • getting on and off
  • buttons, esp. pram button
  • dangers of falling, self responsibility
  • tips for handbags, sticks and walking frames

10
Service Practice
  • Typical problems of seniors
  • Answering questions and complaints
  • Fares,Services (telephone)
  • Bus-Drivers
  • 2nd day bus practice ride, café
  • individual time table, network plan in large
    print, info-bag

11
in the bus
  • which door?
  • the best seats close to doors
  • Request a seat
  • Empowerment, reacting to fears
  • standing and walking safely
  • Tarzan in the jungle

12
Special Trainings
  • persons with parkinson disease
  • persons with wheel chairs
  • blind person with dog (single training)
  • persons with restricted sight
  • (training for future assistant dogs)

13
Safety brochure
  • Tips for safe bus ride
  • Information as memory aid
  • Training, gymnastics
  • Fares and Services for seniors
  • Dissemination at clubs, info stands, direct mail,
    Service centre

14
Mobility Day
  • Mobility Day 2006- 2007-2008
  • Exhibition and presentations
  • Presentation and support of all forms
    of mobility
  • Conferences in Salzburg
  • Symposium 2007 Passenger up to a 100
  • EU Conference 15./16.September 2008

15
Improvements Trolley Bus
  • Low floor busses with ramp
  • Additional seats for seniors
  • Acoustic and optical information
  • Security band for walking frames
  • Markings on steps and handles
  • Button for prams door delay button

16
Human Contact
  • Ombud woman
  • Information stands (street parties, markets..)
  • Visits and presentations at clubs, old peoples
    homes, organisations for the disabled
  • Service centre, no automats
  • Passenger committee, bus depot visits

17
Customer Service
  • Telephone Hotline
  • Homepage (size of print)
  • Extra large network map and time table
  • Pro-active support and advice from drivers, at
    service centre, call centre
  • Survey results according to age of passengers

18
Comfort and convenience
  • more covered bus shelters
  • benches right height (48-50cm)and handles
    Near to shops and to cemetary
  • we recommend use of pram button
  • we advise use of front door

19
Training of drivers
  • Focus on senior passengers
  • Consideration and understanding
  • Important customers!
  • Stop close to pavement, lower vehicle!
  • Get on at the front, wait, offer help
  • Training for call centre, ticket inspectors,
    service centre
  • Developing tool box für driver training

20
Public relations
  • Continual reports in media
  • Development of public awareness
  • Folders and posters in trolleybuses
  • Invitation to training and mobility day at
    service centre
  • Direct mail and folder distribution (market)
  • Collaboration with senior groups and NGOs

21
Results from Survey
  • Questionaire - May 2008
  • publicity of program for seniors 36 (lt60 years)
  • purpose of trip Shopping av. 40, Seniors 65
  • Bus is quick? av. 50, Seniors 72
  • Information homepage gt25 years 59, lt60 years 5

22
Results from Survey
  • Information at Service Centre? gt60 years 12, gt
    60 years 23
  • are drivers good? average 58, Seniors 69
  • car available? (over 60 years)
  • men 60, woman 46

23
Satisfaction in general
  • very good and good average 60, Seniors 72

24
Networking
  • Presentations at congresses
  • Contacts enquiries - exchange
  • Contribution to studies, e.g. VCÖ, ways2go, EMTA
    older people and public transport,
  • EU project AENEAS attaining energy efficient
    mobility in an ageing society
  • Information and training offered to PT companies
    and cities

25
Benefits for StadtBus
  • Positive media reaction
  • Image improvement amongst passengers
  • Corporate Social Responsibility CSR
  • Acquire and retain passengers
  • Fewer accidents
  • Raise awareness within company
  • Gaining prestige for Salzburg AG

26
Thank you for your attention
  • www.zgb.at
  • www.stadtbus.at
  • angelika.gasteiner_at_salzburg-ag.at
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