STIB places the customer at the heart of its activity.
The company takes numerous initiatives to offer a quality service throughout the entire journey. These efforts seem to be paying off. In recent years travel by public transport enjoys a spectacular growth. Between 2008 and 2018, the number of journeys grew by 45,9%. In Brussels, nowadays nearly half of the journeys (besides walking) is made by public transport.
STIB strives to continually improve the quality of the services provided to the customers. With that in mind, the operator has initiated the "Service quality" certification for several years now. This approach is based on a European standard (the EN 13816 standard - Public passenger transport - Service quality definition). This is a certification of results requiring the company to regularly measure its service commitments.
The independent French organisation, AFNOR certification, is in charge of monitoring the services which STIB provides. Each year, this body issues, renews or withdraws the "service" label.
A tripartite committee, made up of the Region, STIB and customer representatives, meets several times a year in order to evaluate the process in hand and to refine it if necessary.
The surveys "mystery customer" are one of the several measurement techniques used to monitor the STIB services. These measurements are mostly performed by an external contractor specialised int this regard. The audit personnel behaves like real customers travelling on the network.
During his journey, the "mystery customer" rates the quality of STIB according to a certain number of quality criteria (cleanliness, interaction with staff, information, behaviour, etc.). Other criteria such as punctuality are measured in real time through IT tools.
In 2018, STIB has obtained CEN certification for its service quality for the fourth year in a row. The 4 metro lines, 18 tram lines and 49 bus lines have been certified, as have 12 sales outlets (BOOTIK and KIOSK), Customer Services and the Inspection of Transport Tickets service.
Efficient buses and trams
The public transport fluidity on the surface remains one of STIB's main concerns. The overall results of the planning realised during the past years to free the surface public transport from congestion are encouraging, but much remains to be done.
STIB wanted to find a concrete and ambitious solution to the degradation of the service speed on the surface network. This is why the company developed the Avanti action plan 2016-2025. This plan defines the following points:
A selection of the lines that need to be treated primarily
A series of measures to take per axis in order to achieve quantifiable effects
A focus on clear targets on a ten-year programme. This action plan is divided into lines and corridors and proposes a range of actions adapted to each local situation: traffic lights changes, traffic plans, redevelopment, etc.
The use of public transport is growing ever more and the metro, tram and bus traffic on the network is increasingly heavy. Under these conditions, risks are also more important. This is why STIB has chosen to adopt an overall security management system for the public transport network (metro, tram and bus) to limit as much as possible the risks linked to its operation.
This comprehensive system implies a transversal approach. It mainly outlines:
The different procedures to meet the existing technical and operational standards,
The risk evaluation and management methods,
The emergency plans developed in accordance with the competent public authorities…
To guarantee security and to strengthen the feeling of security among its passengers and staff, STIB relies on a reinforced human presence on its network in close cooperation with the law enforcement agencies and officers.
The STIB agents illustrate a reassuring presence on the network, control the transport tickets, take action in case of problems, counter uncivil behaviour, fine the offenders and assist the travellers.
So as to secure the public transport network, STIB also implements technical prevention measures: cameras are present in each vehicle, but also in the metro stations and the buildings.
Moreover, for its public transport network security, STIB depends on prevention through many socio-educational activities, often organised in cooperation with external partners and focused on various target groups. In particular, the company takes actions targeted on adolescents and people in precarious situations.
STIB has created a new function within its teams: the social referent. The role of the referent is to integrate the societal actions of STIB into its socio-institutional environment thanks to an active cooperation with the competent authorities and the field actors. The referent manages a portfolio of projects but also takes on the role of mediator in relation to certain target groups (schools, women, homeless persons, youth, local committees, etc.)