Pub­lic Trans­port Au­thor­i­ties & Qual­i­ty Man­age­ment – BAV Switzer­land

Na­tion­wide qual­i­ty man­age­ment in pub­lic trans­port

The Swiss Fed­er­al Of­fice of Trans­port (BAV) uses a cen­tral plat­form that con­nects the fed­er­a­tion, can­tons, and trans­port com­pa­nies, thus en­abling trans­par­ent KPIs, qual­i­ty re­ports, as well as con­nec­tion and punc­tu­al­i­ty analy­ses in the en­tire Swiss pub­lic trans­port net­work.

At a glance

BAV in Num­bers

  • Con­nect­ed to 90 trans­port com­pa­nies (bus, train & tram)

  • 600 users (Fed­er­al Of­fice, can­tons & trans­port com­pa­nies)

  • 220 trans­port con­tracts mon­i­tored

The chal­lenge

How do you man­age qual­i­ty across fed­er­al, can­tons, and op­er­a­tors?

As the top su­per­vi­so­ry au­thor­i­ty for pub­lic trans­port in Switzer­land, the BAV mon­i­tors 90 trans­port com­pa­nies and 220 con­tracts. The cen­tral chal­lenge was co­or­di­na­tion and stan­dard­iza­tion across all par­ties in­volved:

  • Miss­ing "Sin­gle Source of Truth": Data was de­cen­tral­ized and in­con­sis­tent, which made com­par­isons and over­ar­ch­ing analy­ses more dif­fi­cult.

  • Com­plex role and rights sys­tem: 600 users on three lev­els (fed­er­al, can­tons, op­er­a­tors) re­quired dif­fer­ent ac­cess­es and views.

  • High co­or­di­na­tion ef­fort: Col­lab­o­ra­tion be­tween the var­i­ous stake­hold­ers was char­ac­ter­ized by man­u­al process­es and a lack of trans­paren­cy.

A cen­tral plat­form was need­ed that con­nects all par­ties and en­ables seam­less, trans­par­ent qual­i­ty con­trol for the en­tire coun­try.

The so­lu­tion

A sin­gle data foun­da­tion for qual­i­ty man­age­ment and re­port­ing

With the ETC Plat­form, the BAV has in­tro­duced the most com­pre­hen­sive qual­i­ty man­age­ment plat­form in the DACH re­gion. One plat­form con­nects all stake­hold­ers — from high-lev­el fed­er­al re­port­ing to op­er­a­tional qual­i­ty man­age­ment at the trans­port com­pa­ny lev­el.

  • Central data collection: Con­sol­i­dat­ing ob­jec­tive data from op­er­a­tions and mys­tery shop­pers

  • Comprehensive performance analysis: Punc­tu­al­i­ty analy­sis, ser­vice dis­rup­tion track­ing, trans­fer con­nec­tion eval­u­a­tion, and real-time data qual­i­ty mon­i­tor­ing

  • Automated reporting: Stan­dard­ized qual­i­ty re­ports for all lev­els

  • Multi-tenant architecture: A plat­form that se­cure­ly and ef­fi­cient­ly con­nects 600 users across dif­fer­ent roles and or­ga­ni­za­tions

Project tes­ti­mo­ni­al

Qual­i­ty man­age­ment

The ETC Plat­form forms the ba­sis for na­tion­wide qual­i­ty man­age­ment in re­gion­al pas­sen­ger trans­port in Switzer­land.

Thanks to the quality database, the requirements of the federation, cantons, and transport companies can be represented in a joint solution. The central data collection and automatic reporting provide greater transparency and facilitate the management of regional passenger transport.

Janca Gilgen

Sub­ject mat­ter ex­pert QMS RPV CH at the Fed­er­al Of­fice of Trans­port (BAV)

  • Pub­lic trans­port au­thor­i­ty

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Rel­e­vant func­tions of the ETC Plat­form

For pub­lic trans­port au­thor­i­ties

Qual­i­ty man­age­ment

Ser­vice qual­i­ty, clean­li­ness and punc­tu­al­i­ty trans­par­ent­ly from a sin­gle source.

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