SUBUS GT has established a quality management system in order to deliver excellence in its service as operator of the Alicante Metropolitan Transport (TAM) Sales Network.
This quality policy is based on fulfilment of the following established quality commitments, within the context of standard UNE-EN 13816.
SUBUS GT undertakes to ensure that 100% of users demanding the service will be handled via the sales network, with no user claims occurring as a result of not having been handled.
SUBUS GT undertakes to ensure that the TAM Sales Network Offices (hereinafter, "SNO") are fully and autonomously accessible for users with functional diversity, with any aids they may require (wheelchair, walking frame, walking stick, guide/emotional support dog…), and that the result obtained in the annual satisfaction survey with regard to SNO accessibility will be above 7.
SUBUS GT undertakes to provide appropriate information as to fares and passes on the website, ensuring that information will be kept constantly updated, with a margin of at least 3 days in the event of service changes requiring an update. It furthermore commits to a score above 7 in this section of the annual satisfaction survey, with a number of user claims connected with out-of-date information on the website below 2 per quarter/with reference to a volume of 1,000,000 passengers.
SUBUS GT undertakes to provide appropriate information inside the SNO, such information comprising:
It therefore commits to 100% of internal quarterly inspections being passed. It furthermore commits to a number of claims connected with information inside the SNO below 2 per month.
SUBUS GT undertakes to have constantly updated information available outside the SNO, ensuring that information liable to change will be updated at least 3 days before it takes effect. It likewise commits to a score above 7 in this section of the mystery customer study.
SUBUS GT undertakes to have appropriate information available inside network points of sale, ensuring that at least 90% of internal quarterly inspections are passed. It furthermore undertakes to ensure that the number of claims connected with inadequate information inside network points of sale is below 3 per month.
SUBUS GT commits to dealing with users who have a prior appointment with no more than 10 minutes of waiting time, at least on 90% of occasions. Similarly, there will be no more than 20 minutes of waiting time for users without a prior appointment, on at least 90% of occasions. It furthermore commits to a score above 7 in the satisfaction survey for the "waiting time" criterion.
SUBUS GT commits to service incident response times at network points of sale of no more than 16 hours at any time in the event of critical incidents (those halting the service or reducing it to an unacceptable level), and 48 hours to deal with normal incidents (all those not considered critical).
SUBUS GT commits to a maximum percentage of incidents occurring during the downloading of the application of no more than 15% of all downloads performed, and incidents connected with configuration of means of payment of no more than 15% of all application users, while incidents connected with card/travel pass top-ups must never exceed a range of 10% of all application users.
SUBUS GT commits to central management system availability of at least 90% of the total service time. It likewise commits to 90% SNO availability, out of all hours when the offices are in service. Similarly, the operability of staffed network points of service will at all times be at least 90% of service time, while at non-staffed points of sale (self-service machines), availability of 90% of operational service time is likewise guaranteed. The data-processing centre availability commitment (on a TIER3-type platform) is 99% of the operational time.
SUBUS GT undertakes to have in place and to apply a customer service action plan, and each year to conduct a mystery customer test of effective application of this plan by SNO staff. The number of claims with regard to inappropriate treatment by customer service staff must therefore be less than 2 per 100 users on a monthly basis, while the annual satisfaction survey score for this aspect must be above 7.
SUBUS GT undertakes to handle 100% of claims and complaints lodged by users within no more than 20 calendar days.
SUBUS GT commits to a score above 7 in the annual satisfaction survey for this subsection, with no more than 2 claims per 100 users connected with comfort at the SNO on a monthly basis. It likewise commits to a score in the annual mystery customer test of 7 or more.
SUBUS GT commits to a score above 7 in the annual satisfaction survey for this subsection, with 0 claims connected with SNO cleanliness on a monthly basis. It furthermore commits to a score under the "cleanliness" criterion of the annual mystery customer test of 7 or more.
SUBUS GT commits to an accident rate within the SNO of below 0.5% (under 0.5% accidents reported out of all service users). It likewise commits to full technical/legal maintenance compliance as required for the SNO. The internal quarterly inspections and yearly inspection to check technical/legal maintenance compliance will therefore be 100% compliant.
SUBUS GT undertakes to maintain and improve its environmental management system based on ISO 14001:2015, which will be externally audited on an annual basis.
SUBUS GT commits to appropriate processing of the waste resulting from its operations, complying with Environmental Management Systems standard UNE-EN ISO 14001 through proper management of its waste.
SUBUS GT undertakes to use natural resource consumption indicators at the SNO so as to comply with Environmental Management Systems standard UNE-EN ISO 14001, with proper measurement of consumption of: