ort Age-friendly public transport Salzburg AG (public transport provider), Customer Service
Be prepared for the Demographic Change! in 20 years 50% of our customers are over 60 years old by now approx. 30% of all passengers Integrated project for old and very old passengers Win-Win: Seniors bring revenue to PT, Mobility guarantees independent life and social inclusion.
Challenge keep older citizens mobile promote public transport use Problems with safety, accidents, fears enable and encourage older people to use a bus consider specific demands and symtoms of old age Generation of car drivers gets old Project: dedicated measures for older passengers to make public transport age-friendly
Integrated concept 1.) Training for passengers 2.) Safety brochure 3.) Events 4.) Adaption of bus 5.) Training of staff 6.) Communication with senior citizens 7.) Public Relation 8.) Brochures
1.) Training Day 1: Practice on the bus, tipps & hints, information, FAQs Day 2: Joint bus ride, invitation to coffee & cake, safety brochure Target: learn safe behaviour, exercise helpful mobility tipps, gain confidence, strengthen abilities & precaution, Competence of trainers: Experts in Communication, Patience, Devotion.
Topics of Training practice on the bus request a seat getting on and off (!) door buttons, esp. pram button dangers of falling, self responsibility tips for handbags, sticks and walking frames Tarzan in the jungle
Evaluation of training 81% female 67% older than 75 86% already use PT 96% find it very useful 85% feel safer and more confident 59% will use PT more often Training once a month
2.) Safety brochure Tips for safe bus ride Follow-up of training content Information as memory aid Directions for exercise Information about fares, services and contact Dissemination at older peoples-clubs, info-stands, direct mail, service centres.
3.) Events annual Mobility Day Exhibition and Lectures All modes of Mobility Day of the open door Activities during European Mobility week Information stands at weekly market Special bus rides with city guide
4.) senior-friendly-modification of trolley bus Low floor busses with ramp Acoustic and optical information Ideal seats marked and reserved Fixing band for walking frames Markings on steps and handles Button for prams = door delay button = more time = less stress
5.) Training for bus-drivers Focus on senior passengers develop consideration and understanding Important customers! Specific needs! Stop close to pavement, lower vehicle! Getting on at the front door, wait, offer help tool box for driver training = hands-on course of instruction with DVD, ready to use
6.) Customer Service Direct Human Contact Communication versus Information Information stands (street parties, markets..) Visits and presentations at senior-clubs No ticket machines but service centre and drivers Traditional media versus Internet (Newspaper, Direct Mail, Radio, Telephone..)
7.) Public Relations Folders and posters in buses Foto library Direct mailing and folder distribution Reports in media create public awareness and understanding for the needs of senior passengers EU-funded project AENEAS: www.aeneas-project.eu
8.) Explore your City Folder for each bus line with map and convenient walks interesting sights, buildings and stories along a bus line aims to make seniors going out
9.) On the bus with Granny Brochure for children age 5-10 create understanding between generations integrated in school project printed in German, Download in English http://www.aeneas-project.eu/docs/onthebuswithgranny.pdf
Benefits Media: positive reaction Passengers: improved image Market: Acquire and retain passengers Drivers: Fewer accidents Society: Awareness for demographic change Company: Corporate Social Responsibility CSR PT-Provider: Gain prestige Budget: low cost project Seniors: safe mobility for an independent life
http://www.youtube.com/watch?v=ihid6kq1k9c Training course for senior passengers (clip 2:20 min)
www.stadtbus.at angelika.gasteiner@salzburg-ag.at Thank you for your attention!