Mass_Transit_June_2021 - 29

Officer of National Express North
America Matthew Wood.
That transparency and open
dialogue will become more important
as the global transit industry
works to recover from the
COVID-19 pandemic.
" The depth of the challenge
may vary, but the challenge is
the same all over the world, "
said Haon. " Part of the answer
requires flexibility-in the service
and the business, but also in the
governance of the contracting-
because depending on the type
of contract, the risk and the
impact of the crisis as a consequence
[could be] higher on the
contractor or on the authority.
We need to build in flexibility in
this governance and contracting
also to be able to respond to the
circumstances. "
" I think we have an opportunity
to rethink how we increase ridership
in the post-pandemic world
by meeting demands of both the
underserved and the choice riders.
We can redesign our transit
networks to meet those different
populations, " said Wood. " It's
good for
the communities.
Amy Chen/Unsplash
insight on a contract's various assessment
" This is critical because the
quality of the answer, the quality
of the contract and then, ultimately,
the type of relationship
you would have [can be defined],
which is important because there's
always something happening
which you have not foreseen or
defined, " Haon said.
" The transparency into the procurement
process ensures proper
alignment between the contractors'
values and the public transit
agency's values and their common
goals, " added NATA Board
Member and Chief Operating
was one of
eight transit
interviewed for
the UITP study.
promotes economic opportunities
and it's also a part of the solution
for reducing congestion and environmental
pollution. I think that's
one of our main goals as public
contractors and we believe that
it's in alignment with our public
transit agencies, as well. "
As the pandemic eases, Thomas
believes no matter what Key
Performance Indicators (KPIs)
exist, recovery will come down
to rider satisfaction.
" All other KPIs inform the
customer experience. If we can
thrill the rider, if we can excite
the public to get on public transit,
if the customer experience is
so good that an individual won't
think about taking their car and
they will come to depend on the
public transit system because they
know that they are going to have
a great experience, that's the way
we build ridership, " said Thomas.
" The innovation
that's happening in the
industry, new technology,
new modes for delivery
of service, there is no
better time for the public
sector and the private
sector to work together. "
-BRAD THOMAS, Chairman
He continued, " The whole
industry is going to have to get
more creative and I think they
are going to have to find different
ways to provide better service.
The innovation that's happening
in the industry, new technology,
new modes for delivery of service,
there is no better time for the public
sector and the private sector to
work together. "
Final Takeaways
Executive Director of NATA Paul
Comfort hopes readers are left
with three points after reviewing
the study: " Contracting of
public transportation services
exists across the world with
similarities between the models.
There are numerous benefits to
contracting, and they often lead
to improved positive passenger
KPIs and the ability for collaboration
or innovative services.
And third, as evidenced by the
study, the passengers and transit
authorities benefit the most
from a relationship built on collaboration,
transparency and
communication. "
Haon added, " UITP wanted
to raise awareness about the benefits
of contracting for those who
do it and if you do it properly,
you have to really think about the
whole process, about the whole
system and see the contractors
as your partners. "
The full study is available on
UITP's website.
JUNE 2021 | | Mass Transit | 29


Table of Contents for the Digital Edition of Mass_Transit_June_2021

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