“Although the improved quality is partly explained by new buses, operators can also affect the quality by active improvement measures," says the Head of HSL's Operational Research Group Antti Vuorela.
A total of 3,500 observations were made in the quality controls on buses, 300 on tram and 300 on Metro trains. The quality controls view quality from the perspective of quality perceived by passengers including the overall condition and tidiness of the fleet as well as passenger information. The aim is improve passengers' travel experience. HSL conducts quality controls annually from January to May and September to November.
Operators get up to date information about any deviations in quality via the online reporting system called Jola Web. The system was developed by HSL and Data Rangers Oy. Quality controls are conducted using electronic research forms. Photographs are saved in Jola Web. Operators can address the deviations observed immediately, if they wish.
HSL is a forerunner in fleet quality controls. Jola Web has been exhibited in several conferences in Finland and abroad.