Dáil Éireann díospóireacht -
Wednesday, 3 Nov 1999

Vol. 510 No. 1

Written Answers. - Public Transport.

Trevor Sargent

Ceist:

35 Mr. Sargent asked the Minister for Public Enterprise if she will initiate a policy with the public transport companies to ensure accurately timed arrival and departure times on timetables based on current and projected traffic flows and everyday experience; if compensation for passengers will be provided in the form of credit to restore passenger goodwill where punctuality has not been adhered to; and if this initiative will be publicised in an as effective a way as operation freeflow was announced. [21271/99]

Minister for Public Enterprise (Mrs. O'Rourke)

Performance measurement will be an essential part of the public service contracts that are currently being negotiated with the CIE companies. Under the terms of the proposed contracts my Department will be provided on a regular basis with certain performance information which should demonstrate progress being made in relation to service levels and service standards in the bus and rail services. All performance measurement information provided under the contracts will be published. In addition, it is also envisaged that customer satisfaction surveys will be part of the contractual regime.

I understand CIE operating companies have also been working for some time on customer service improvements and have set themselves certain targets. Each company has gone through an extensive process of consultation, externally with their customers and internally with their own staff, and have now prepared individual customer charters. The charters for Iarnród Éireann and Bus Átha Cliath have been published and the Bus Éireann charter is expected later this month. The Iarnród Éireann charter includes provision for refunds where service standards fall below speci fied levels. I am informed that the standards set in the charters will be measured internally on a regular basis and independently monitored twice a year. The results will be made public.