Cost-Effective, Mode Integration

Limburg, the southernmost province in the Netherlands, stands out as a shining example of successful intermodal integration. In Limburg, three diverse modes of transit, (rail, bus and taxi), that previously competed for business, have been successfully integrated, and operate together like one giant orchestra. The conductor is Veolia Transport.

Until recently, Limburg was served by national rail operator Nederlandse Spoorwegen (NS), plus more than a dozen bus and taxi operators. But in 2006, Limburg’s provincial government decided that its €100 million, 1200 employee strong public transportation system needed a major overhaul. It chose Veolia Transport for the enormous task of designing and operating an integrated, multimodal system with a strong focus on customer convenience and satisfaction. They clearly specified in their RFP, that they wanted the system structured around a strong rail backbone, directly complemented by and coordinated with bus and taxi services.

The new, integrated network was launched in December 2006 and the results have been spectacular. Ridership has skyrocketed, with a 29% increase in bus ridership in 2007, and 43% increase in 2007 rail ridership in the Southern section of the province. Passenger satisfaction rates have also risen. Increased efficiency has led to reduced operating costs such as fuel and labor. Better use of existing assets has led to reduced or deferred capital costs.

How were we able to turn Limburg’s diverse public transportation network into a global model of efficiency and synchronicity?

First, we restructured the system in a “fishbone” design, with rail as “backbone” and other modes as “ribs” or feeder services. Then we used Veolia Transport’s expertise to tightly coordinate rail, bus and taxi schedules. We reviewed routes, relocated stops and modified timetables where necessary. We also redesigned train stations to better accommodate quick, easy transfers. Throughout the planning and development process, we worked very closely with our client and other stakeholders to ensure success and satisfaction.

We integrated dispatch staffs and operations for all modes (rail, bus and taxi) into one central location, enabling smooth, live coordination of intermodal operations and quick resolution of service disruptions. This change made a major difference in the success of our integration plan.

We helped rework passenger fares for consistency, and we have created more user-friendly customer contact points. Real-time information is now available on the Internet, aboard vehicles and on displays at over 700 stops, and will soon be offered via mobile phone or PDA. Tickets can be purchased on the Internet, maximizing customer convenience. Our customer-friendly 24/7 call center handles 95,000 calls per month, with an average customer wait time of less than 30 seconds.

We’ve also made sustainability a top priority. We are sharing our Eco-Efficient Travel indicator, an online calculator which allows passengers to measure the amount of carbon avoided when they use public transportation. We have the Netherlands’ largest fleet of green buses that already exceed the stringent European emission standards scheduled for implementation in late 2009. Real-time signs at 350 of our stops are illuminated at night by solar power.

Not so long ago, intermodal commuters in Limburg faced the same inconveniences and delays as commuters in many urban areas across North America. But thanks to innovation, technology and fine-tuning, diverse modes of public transit – rail, bus and taxi on demand – now operate in harmony.