Barcelona

In 2000, ATM, the Transit Authority of Barcelona, decided to launch two light rail projects under the name TRAM. Its dual objectives across the city:

• in the south of the city, develop public transport capacity,
• in the north, develop an urban and industrial area.

The construction of these two ambitious projects began soon after winning the contract in 2000, and the service was opened to passengers in 2004.

Developing public transportation ridership is the key objective of the project. The action plan to attract new ridership is based on two goals:

• provide a credible and reliable system with 95% plus punctuality rates,
• deliver a superior customer experience for passengers.

• An innovative Build, Operate, Transfer public-private partnership generated 436 million euros of investment and a consortium of clear complementary expertise.
• Open, constructive dialogue with partners to ensure passenger-focused infrastructure features and vehicle design.
• Coordination of services between several operators in the city, providing a unique level of service to passengers, both on our network and during connections.

With 120 crossroads in a 15 km area, our expertise in system traffic control allows the light rail to reach the speed of 18 km/h without jeopardizing car traffic.

Barcelona is a fully integrated management system certified ISO 9001, ISO 14001 certification, EN 13816 and OHSAS 18001.

• TRAM worked with maintenance teams and subcontractors to ensure all elements of the operation achieved international certifications in quality, safety and environmental management.
• Daily and monthly reports of key performance indicators are shared within the organization creating a culture of transparency and performance.

• A diverse and youthful workforce receive front-line customer service training.
• Deployment of Veolia Transdev's proprietary customer feedback and complaints system, "Listen".
• Extensive engagement with social media channels to shape our latest initiatives and dialogue with the public.

Particular focus has been paid to creating a secure environment on-board and increasing validations.

• Educational programs and special campaigns about behavior aboard and fraud.
• Close collaboration with regional and local police and communities.
• Anti-racism and conflict resolution training for ticket inspection and security teams.
• Increased technical support and coordination with CCTV.
• Automation of fine awards and payments.