Stockholm

• Alleviate congestion from central districts by providing a reliable, integrated, north-south high capacity corridor.
• Operate and maintain operations with commitment to increase ridership.
• Deliver results and a creative cooperation with a city highly committed to environment preservation, recognized as the European green Capital City by the European Union in 2010.

• Ensure continued operational reliability in peak hours and high passenger satisfaction rates.
• Set the standard in environmental performance.
• Empower and train staff to place the passenger at the heart of everything we do.

Monitoring, analyzing and improving traffic management and operations has been a key priority since day one. We ensure optimized headways and management of the fleet in case of disruption or overcrowding. By crossing this information with analysis of passenger flows we have been able to anticipate passenger trends all year round.

A close collaboration with the local authority (SL) has helped deliver strong ridership development and improved intermodality. Indeed, these skills have become critical when considering current ridership exceeded original rider projections by 45,000 trips a day.

We conducted in-depth interviews with frontline staff and established a partnership with social scientists at Karlstad University to create "Serviceklivet", a customer service improvement project designed to make our passengers as satisfied as possible.

The project identified critical trust-building or breaking moments along the customer experience. Criteria examined were both hard and soft: meaning design and experience of infrastructure and vehicles as well as direct personal exchanges. Direct actions to address the findings include:

• sharing, explaining and discussing results of the study with all staff,
• regular re-cap and feedback sessions on identified trouble-spots and positives of the passenger experience,
• two full-day training sessions a year for all frontline staff based on our proprietary customer care program, "going for green".

• The entire operation is ISO 14001 and 9001 certified.
• All traction power of the light rail service is generated using renewable energy: 95% water, 5% wind.
• 70% vehicle washing water saved thanks to recycling.