Supplier Quality Assurance of Public Transport Contractors in Chile

Supplier quality assurance encompassed service quality control through field data collection, bus fleet maintenance services, customer service evaluations, indicator review and calculation, document control, and contract supervision, among other activities.

As part of the contractual obligations, during the consultancy, daily and weekly compilations of all measurements and data were delivered, along with monthly reports. This constant flow of information kept the client continuously informed about the most sensitive parameters of the contracts, such as the quality of the buses, the percentage of fare evasion, waiting times at the stops, and more. At the end of the project, all historical information was digitally stored.

In more detail, our supplier evaluation services included:

• Monitoring operational service quality (such as punctuality, cleanliness, and passenger satisfaction) and maintenance aspects of contracts.
• Analyzing performance metrics to identify areas for improvement and recommend strategies to enhance efficiency and compliance.
• Analyzing occupancy rates (the percentage of capacity used on a public transport mode) and evasion rates (the percentage of passengers who have not paid the fare). In terms of economic savings, measuring fare evasion in public transportation enables the implementation of measures to reduce evasion and improve the system's financial performance.
• Understanding the financial aspects of public transport contracts by collecting financial performance data, cost structures, revenue streams, and budget allocation, enabling informed decisions and resource allocation.
• Ensuring compliance with contractual obligations of bus operators, confirming adherence to terms regarding safety protocols, route compliance, vehicle maintenance, and service frequency.
• Generating reports and charts of key performance indicators, safety incidents, and maintenance activities to improve communication and facilitate decision-making.
• Guiding the Executive Secretariat to ensure effective fulfillment of contractual obligations related to bus fleet maintenance and safety. The review of buses at terminals helped extend the useful life of the assets and improve user safety.
• During the COVID-19 pandemic, bus operators' sanitization efforts in terminals were monitored to reduce the spread of contagion within public transport.

Santiago's Public Transport System integrates various modes of transport, including bus companies, the Metro, and multiple technological operators, serving more than six million people. The concession contracts governing these entities establish distinct obligations for the companies, while the Ministry of Transport, through its contract administrators, is responsible for their periodic oversight.

One of the project's challenges was managing the large number of collaborators stationed across the network—at terminals, on buses, at bus stops, and in workshops—working simultaneously and reporting field data online in real-time.

Our expertise in infrastructure services and vendor surveillance has enabled us to provide the Ministry with critical information to ensure a safer, more reliable, and sustainable transport system. This, in turn, has improved the quality of life for the city's residents over time.