THE SERVICE QUALITY INITIATIVE

The Hamilton Street Railway's mandate is the provision of public transit services within the urban area of the Regional Municipality of Hamilton-Wentworth. Like many other transit systems in Canada, the HSR was confronted with the challenge of attempting to maintain the current level of service in the face of declining ridership and revenues. In December 1992, a "Service Quality Team" was established within the organization to identify, evaluate and implement changes to improve the service effectiveness. Five areas were targeted for improvement: schedule adherence; transfer connections; cleanliness of buses; in-service vehicle change-offs; and management of customer contacts.

Language

  • English

Media Info

  • Features: Figures;
  • Pagination: v.p.

Subject/Index Terms

Filing Info

  • Accession Number: 00720503
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Apr 11 1996 12:00AM