Description template for a BHLS

Bus with High Level of Service
BHLS description
Züri Linie - Zurich
(Reference, annex of the WP1 guideline – version October 2009)
Country: Switzerland City: Zurich Name of the line / network: Route 31
Person contact: Nelson Carrasco
Telephone: + 41 44 633 3087 E-mail: carrasco@ivt.baug.ethz.ch
The Map of the network, where the line can be seen
- Yes ; N – No ; P – Partial ; I – Insufficient network to make a conclusion ; NA – Not applicable
1

Bus with High Level of Service
1 – The urban and governance context
The main data of the urban area context
Answer
If needed: some comments or
explaination
Number of communities 1
Number of inhabitant of this urban area 365’000
Total surface of this urban area 92 Km 2
Density Inhabitants per Km 2 (and if possible density of the
downtown)
http://www.demographia.com/db-zurward.htm
PT market split rate (Zurich)
4’100 entire city
3’100 downtown
50% for all PT
modes
VBZ operates in the city of
Zurich, but the operation is
integrated at a regional level
with the Zurich Public
Transport Authority (ZVV)
Zurich city, not including
agglomeration
Downtown refers to Kreis 1
Slow modes not included.
Commuter trip data from 2000
(source: strasse und verkehr 12/05)
Trips / inhabitant / day 3.3 All modes (MZ 2005)
Average of Km / inhabitant / year (all of Switzerland):
- All modes
- Buses & Trams
- Other main mode (Private cars)
13’932
547
9’324
Source: MZ 2005
Operating cost coverage rate (all transport modes) 64 % Source: ZVV financial report (2007)
The background: context of the project implementation
and decision process.
What was the basis for the stimulus of the project?
- Is it a part of a mobility master plan?
- Is it an upgrading existing bus line?
What are the main objectives at the level of the whole
urban area?
Who was the promoter/initiator of introducing the BHLS
project?
Main dates of the project
- creation of the mobility master :
- feasibility studies:
- decision to proceed:
- start construction:
- end construction:
- opening year:
Answer
No
If needed: some comments or explaination
Mobility makes part of a citywide (and
regional) master development plan for 2025.
Bus lines complement the tram and S-Bahn
network in the city
-Improve quality of life
-Efficiency, culture innovation, security (PT)
-Increase attractiveness and expand network
for PT and Slow modes
-Highest possible quality in the service
(certified)
(Kantonsrat) (Regierungsrat)
(Verkehrsverbund)
(Verkehrsunernehmen)
The bus line 31 is not contemplated as a
separate element in the PT strategy.
2

Bus with High Level of Service
Was there a system choice debate between BHLS / tram
system / metro system?
Have there been in the past (70-80-90) trials to implement
an “upgraded’’ bus line or have there been projects that
could be seen as forerunners of BHLS?
The BHLS communication / marketing process
What were main difficulties to overcome when trying to
implement?
Were they (with some short explanation if yes):
- technical ?
- political ?
- social ?
- economic ?
How were user needs assessed/collected?
- surveys done
- process to talk
To know if user groups were requested for designing the
project, and how it has been managed.
- in case remarks taken in account:
Specific elements (arguments) that made the project
adopted
(source: Objectives of VBZ strategy 2007-2010)
The main socio-eco key indicators used to justify the BHLS
systems, what were they ?
Integration in land development ?
Cost of the global project / km (including P+R, interchange
stations, …)
How was the project financed?
Source of funds (results in % )
- Public funds (state, local authority)
- Part of PPP
- Financement by land development
- Transport operator
Tendering: was the BHLS project tendered and if yes was it
done like a turn-key (infra+vehicles) at the same time or
vehicles separated?
Other (describe)
N
N
I
This bus line replaced a Tram line in 1958,
there are plans to re-convert it to a tram line,
but not before 2025.
The strategy is to constantly evaluate and
upgrade infrastructure, vehicles, technology
and operations; to formulate long term
strategies according to the development of
the city, and to constantly improve service
quality and customer satisfaction
- System is advertised as a whole, not only
buses or individual lines.
- Emphasis on customer service at selling
points.
See Nash (2003)
Questionnaires filled by operators, surveys
completed by users and by independent
evaluations by the Tourism association
(Quality assurance)
- Capture increasing demand for mobility in
a sustainable way
- Increase capacity in current and short term
bottleneck points
- Increase customer satisfaction
- Promote modal shift to PT and slow modes
- Sustainable mobility
- Increase attractiveness and competitiveness
of Zurich in national and international level
-Reduce pollution generated by noise and
emissions
-Improve quality of life
In accordance with Zürich’s Spatial
development strategy and Europaallee
project to be completed in 2019
3

Bus with High Level of Service
Network concerns
Is it a main route of the network?
(Route 31)
Is it a feeder route to the heavy mass transit systems?
Number of connecting point with the structuring
network
Existence of an integrated “network” of several BHLS
routes
Number of BHLS lines
Do provide the network map with the BHLS lines
Do provide few photographs of the BHLS system
One of the main bus routes of the network. First bus
route in the city to introduce double articulated
trolley buses in 2007
Offers connection to four S-Bahn stations and the
Zurich main train station
4 connections to S-Bahn stations
9 (More notorious than the rest of bus lines)
Has the non-BHLS network changed because of BHLS
adoption?
Have you an integrated fare collection system?
Have you an integrated information system?
N
Together with the Zurich Region’s Integrated Public
Transport Operator (ZVV), a variety of season
tickets, multiple journeys and day offers are
available. Tariffs are zone-based and vehicle
changes are possible within limited time intervals.
In-vehicle real-time information screens for
passengers and driver (most vehicles), radio
communication. All stations and vehicles are
provided with PA systems to inform via audio of
accidents or eventualities. About the 50 biggest
stations are in the process of installing electronic
real-waiting time visualisation devices.
2 – All components (first box)
Features and attributes of the BHLS
If needed: some
comments or
explaination
Running ways
Total length of the corridor (km)
Bus lanes on highways (km or percentage)
Segregated bus lanes or bus-only roadways (km)
Partly in pedestrian streets (km)
Way 1
(to the
centre)
Way 2
(from
the
centre)
22 22
0% 0%
P
P
0% 0%
Mixed traffic (km) P P
4

Bus with High Level of Service
Location of bus lanes (km or %) : - center
-
- kerb-side
- contra flow
N N
Type of bus lane: - one way
- two ways
Types of protection from intrusion of other traffic
Flexible dedicated lane (alternative in a one-way; alternative in
concordance with the situation, with schedules; …)
Hour of operation of bus lanes
Bus lanes or dedicated lanes shared with other users
- Tram lines
- Conventional buses lines
- Coaches (regional buses)
- Taxi
- Bicycle
- HOV
- Emergency vehicles
Type of surface material on running ways
Grade-separated intersections (nb)
At grade intersections (nb)
Type of signalization (at intersections, other…)
Specific Tunnels or specific bridges for the lane (km)
Width of bus lanes: - one way min/max (m)
- two ways min/max (m)
Total length of feeder lines (km) (if applicable)
P
N
N
I
I
N
NA
P
N
N
I
I
N
Different surface
demarcation and
signalization
Not for bus route 31, but
there are two-way bus
lanes in special cases (like
Bus route 32 in
Langstrasse)
Mostly asphalt, concrete in
stops (being implemented)
-Dedicated signals (static
& electronic) with the tram
network in shared sections
-Priority in intersections
3m
Was road space capacity taken away (suppressed). If yes, how much
and where?
I
Other (describe) :
Stations / Bus stop
Number of stations (Line 31)
Type of stations: - opposite
- central
- off set
average station spacing (m)
Number of stations with passing lanes
27
N
300
NA
No express services offered
5

Bus with High Level of Service
Platform curbs : - height (cm)
- type (shape, material)
I
Platform: - length (m)
- width (m)
Varies with the station, some shared
with trams
Distinctive pavement treatment at station (concrete for instance) Concrete being implemented at stop
At-level boarding and alighting
These stations are:
- open station
- closed station with pre-payment
Average horizontal and vertical gaps (cm)
How many major stations, with interchanges ?
Modal integration at these major stations: - P+R
- bicycle parking (B+R)
- taxi stations
- easy transfers
- other (Rail)
Modal integration at terminal station : - P+R
- bicycle parking
- taxi stations
- easy transfers
- other (to be precise)
Improvements to nearby public space
Specific design of the stations (for a specific branding of the line)
Pre-board fare collection at station : - ticketing vending machines
- Ticketerias
- validation
- fare control
Dynamic information at station (see pictures)
o type of screen:
o destination
o the waiting time
o on disturbances (what and how)
o other
Comfort for the customers
- is there shelters and seats at each station
- is there lighting at each station
- is the waiting space calculated in accordance to the
ridership the station (precise if yes)
Other services at station (describe)
6
P
N
I
5
P
P
P
P
P
P
N
P
All stations are open, no fare
control to access bus. Random
controls by VBZ personnel
Connection to 4 S-Bahn stations
and Zurich main train station
Schlieren, Altstetten
Sihlpost, Altstetten
Main train station
Schlieren
Schlieren
Stations do not comply with a
unique design.
In every station
In major stations
At vending machines
Random controls by operator
- Luminous screen indicates
estimated waiting time and
destination of served routes. Also
disturbances are reported
- Public announcement speaker
system in case of disturbances
(Audible), provides information and
suggestions of alternative routes
Station size varies with the volume
of passengers and number of routes
serving the station
Topological map of the system,
urban (street) map of the area,
timetable of routes serving the
station.
In major stations additional services
(toilets, kiosks, newpaperstands,

Bus with High Level of Service
P+R : - number
- number of spaces in total
- is it a specific form of payment for the bhls user?
Other (describe) :
2
237
coffee, etc.)
Schlieren: 58
Altstetten: 179
Same payment for all users
(Source: P+R Kt ZH - 2003)
Vehicle
Is it a dedicated fleet?
Number of vehicles (Entire VBZ bus fleet) 261 Of which 208 (80%) are low-floor
Average age of fleet (in years)
I
Vehicle type and length 24.7 Hess Double-articulatedm
Trolleybus "Longo"
Vehicle capacity (seats / standing 4 pass/m2 / total)) 128 61 sitting + 67 standing (2 persons
/ m 2 )
Specific design for this BHLS route
Fuel type used in trunk vehicles
600V electric
Level of emission regarding the Euro regulation (Euro 3, 4,…)
I
Location of doors (left, right, both sides), width and number of doorways Right side, 1.30 m wide 4 + 1
doors
Multiple-door boarding
Multiple-door alighting
Percentage of low floor (without steps) 100%
Height of floor above ground (in cm) 33 /
26
Disabled people features (specify)
Normal / with “Kneeling”
suspension
- Low floor
- Ramp on door 2 +
“Kneeling” suspension
- Wheelchair space
What is the number of wheelchair places per bus (1, 2 or more..) 2 Specific place, but more
wheelchair space is available
Ramp for wheelchairs (Electric or manual) manual
At which door is the ramp mounted (door 1 closest to driver) 2
If you have electric ramps, of what type are they ? (classical with a long
flap, or ,,mini-palletes”)
Precision Docking System or type of guidance system, if applicable
NA
NA
on-board fare collection and verification (purchase on board, validation on
board, role of the driver)
N
Driver can eventually provide
information or assist disabled
persons. Plays no role regarding
fare collection.
Air conditioning / HVAC systems Complete, automatic climate
control
Dynamic information on board
- type of screen: (LCD) Advertisement only in printed
7

Bus with High Level of Service
- next stop / terminus:
- running time until terminus
- disturbances
- advertisements
- waiting time of the next connected services of the trunk network
- audible announcement of next stop
- speaker system from control centre provides information on
accidents, manifestations, disturbances and suggests deviations and
alternative routes
Number of feeder vehicles
Year of last tender for HLS-vehicles
Size of tender in number of vehicles
Ratio: price of one BHLS vs price of one CNG articulated 18m bus
If a maintenance contract is included, for how long (years)
If a guarantee period is included, for how long (years)
Possibility to enter bikes in the vehicle
Other (describe):
N
NA
I
I
I
I
I
media, managed by an office of
the VBZ
-Small waste bins available
- Good illuminated, quiet interior.
Intelligent Transportation Systems (ITS)
( or operation management tools)
System management through centralised control centre, utilising automatic
vehicle location system (AVL) – (add information on technology)
Is AVL used differently for the bhls line than the other bus lines?
High-quality customer information, e.g. :
- clear maps at station (system topology and street map)
- route schedule, departure times and estimated travel time
- clear signage
- zone-based tariff information in station
- real-time information displays on board
- real-time information displays at station
- web site and web-based services (also for mobiles)
- speaker system announces disturbances and suggest deviations
and alternate routes
Web or phone information system (real time)
Is there a multimodal information system :
- integration in the whole urban area ?
Emphasis on prepaid fares with innovative technology
- contactless systems
- by mobile phone
- other
8
N
N
N
Internet and mobile
internet.
Additionally, a smart
phone application for the
entire ZVV is available
http://mobile.netcetera.ch/
wemlin/
- Ticket machines (in
every stop), and a large
number of users have a

Bus with High Level of Service
seasonal ticket.
Where can the customers buy their tickets?
Where do they have to validate?
Fare- and physical-integration between routes and feeder services:
- integration in the whole urban area ?
Priority signal control at all intersections
P
- Ticket machines
- Ticketerias (staff
operated)
- Kiosk
-Validation is done using
the ticket machines
Driving aid signing for road crossings
Enforcement control systems in order to protect the use of the dedicated lanes:
Security control systems
- inside the vehicle
- at station
Collision warning systems (into the vehicle)
Optic fiber along the line
Integrated intermodal information
Other (describe)
N
I
N
Done by Police. Drivers
can also report offenders.
CCTV in some vehicles
Real time information
displayed on screen in the
vehicle and through
speakers.
Identity of the BHLS system
Distinctive marketing identity for the system:
- by a logo
- by a name
Distinctive Logo
Züri-Linie
Distinctive bus among the other current lines Color of the line is distinctive
Enhanced shelters:
- with a distinctive brand ?
- Is it done in accordance to the vehicles design?
N
Distinctive color for shelters and buses
Key tools to protect in the long term the BHLS concept, the BHLS
efficiency
Other (describe)
P
-Shelters are not really standard and vary
according to size and importance of station
- Buses do have a distinctive white/blue
combination – the colors of the city’s flag
- Compromise for quality
- Long term strategy and planning horizon
- Constant maintenance and improvement
of the infrastructure and vehicles
After filling in this table, regarding your case studies, feel free to add and express some other specific
components that at your mind have played or will play a key role in the system:
9

Bus with High Level of Service
3- The system performance ( 2 nd box)
In terms of level of service / efficiency of the system
Service span (every day)
If needed some explaination or
comments
19 h 5:30 – 0:30
Since 2002, on Friday and Saturday evenings a night service is offered
by the ZVV every one or two hours (with bus and S-Bahn services).
Currently, it transports more than 1 Mio passengers per year and
serves about 95% of the communities. Since 2004 the entire costs are
covered by the additional fee charged to every passenger (3.3 €)
About the time table, possible web site link:
Average peak headway per direction (minutes) 7.5
min
Average non-peak headway per direction (minutes) 10
min
Average dwell time at stations (seconds)
The timetable is established according
to demand. In each station the
departure and estimated travel times
between stations are posted.
http://www.zvv.ch/en/timetables/stopspecific-timetable.html
From 6:00 to 20:00
Rest of operation time
Average commercial speed (km/h)
- at peak hour
- at off-peak if possible
Are there point to point services or express services during the peak
period (for commuters)?
Occupancy of P+R, B+R (availability of place until what time)
N
NA
Compliance of driver cars, taxis, bikes (respect of dedicated lanes): Good compliance
Other (describe)
In terms of quality of service
Is there a quality control in accordance with the European standard “EN 13816” -
June 2002 ?
(the need to have an overview of the use of this standard)
http://www.vbz.ch/vbz_opencms/opencms/vbz/english/KeyPoints/qualityseal.html
Indicators of regularity (reliability) that are used and their results (in terms of
timetable)
- about staying on schedule (or on headways):
- about the running time variation (peak, off peak hours):
(Precise how to measure these indicators, and the frequency of the measure, as well
as the results)
VBZ bus division was
awarded the Swiss Tourist
Association’s quality seal,
Levels 1 and 2, at the end
of 2002. VBZ is the first
major transport company
in Switzerland to achieve
Level 2.
No published
10

Bus with High Level of Service
Are the travel times compared with car travel time ?
Indicators of availability that are used and their results (in term of vehicles X km or
services)
Quality control oversight
- by an independent entity / agency ?
- by the operator
How are the main results?
Passenger satisfaction measure
- does it exist? What indicator?
- How are the main results, evolution since the opening?, …
- Customer complaints on this route:
Is the measure of the quality reported each day (month, year) with transparency
towards customers or public? How?
Other (describe)
N
NA
NA
Main results are very
satisfactory
Eight main criteria are
evaluated every two years
(Latest info from 2004)
Press releases normally
every year
About the performance of the BHLS management
Type of contract between operator and urban Authority and the way to
manage the quality / performance targets
Does exist “bonus / malus” in the contract?
Is the operator specific for these lines?
with :
- specific quality objectives
- specific performances objectives
Types and description of indicators used to measure the efficiency targets
within the contract.
Maintenance contracts
- Who is responsible of the maintenance?
o Infrastructure:
o Buses
o ITS:
- Form of contract:
P
N
N
N
I
Bonus/malus is indeed used by the
ZVV (since 2006) to evaluate SBB
performance (efficiency, punctuality,
information to passengers in case of
disturbances, as well as cleanliness).
Not clear how it is done with VBZ
Operator is the same for all City of
Zurich.
Quality and performance objectives
cover entire transport system
The city of Zurich and the VBZ are
responsible for maintaining
infrastructure and vehicles. No
information on ITS maintenance
Does the bus driver has customer oriented tasks ? (or closed cabin)
Specific driver accreditation for the BHLS
Drivers’ satisfaction with the actual driving conditions
Independently operated and managed fare collection system
P
N
I
Driver can provide information in
given cases, or help disabled people
when necessary.
Fare collection is done by the ZVV
(Authority) VBZ is then paid based on
performance.
11

Bus with High Level of Service
4- The system benefits (3 rd box)
The benefits provided in terms of ridership
If needed someexplaination or
comments
Is there a before and after evaluation report ?
N
Average trips per day for the whole line:
- ordinary weekday:
- off-holiday period:
System current daily ridership in passengers / km (P/k)
- peak days
- annually
14’000
NA
Real demand in one hour per direction (peak hour) --
Number of passengers/m² in peak hour (occupancy rate in %) 90%
Main ingredients that bring new passengers, (success factors for
the bus - VBZ)
Modal shift (cars to bus)
I
NA
Bericht Infras (2005)
No updated information available
Passengers per hour and direction
compared with capacity (2 pers/m 2 )
(Infras 2005)
- Competitive travel times (direct and
optimized connections within network
and with other modes, minimizing need
for changes)
- High and consistent quality in the
service (long operating hours, dense
timetable, punctuality, reliability)
- Easier access and simple use (user
friendly, understandable operation of the
system)
In case the BHLS project improved a previous line, describe briefly
this stage before, in term of level of ridership
Others:
NA
The night service (Friday and Saturday
night) offered since 2002 doubled its
ridership from 2002 to 2007 (an average
of 4’474 to 9’635 passengers per night).
This service provides access to the
nocturnal free-time offer in Zurich, it is
safe and comfortable, and has proven to
be a real alternative to the private car.
The benefits provided in terms of costs / revenues / safety... (For the decision
makers)
Is there a before and after evaluation report?
N
Total capital Cost (M€ TNI)
(1 € = 1.5 Swiss francs)
- running ways
Aprox. (Operational costs for 2008
- stations
300 Mio € for the VBZ)
- vehicles (the fleet)
- BHLS facilities (depot, workshop,…)
- ITS
- Other
Average investment cost per KM:
Operating cost (€ x km): in
- the BHLS scheme operating costs: NA The 2008 financial report
12

Bus with High Level of Service
- the common bus operating costs:
- the tram operating cost (if it exists):
Be careful: we need to know in some words the content of this cost in order to
have approximately a common definition of what is included in the operating
costs, or
Coverage of the operating cost (by the fares)
- BHLS Revenue (all revenue)
- BHLS operating cost
Or by using the ratio trips / vehicle X km
Fraud (gain or level of fraud – in %):
- into the BHLS
- into the whole network
Energy consumption per bus and per Km
Energy consumption per passenger and per Km
Safety (gain or level of safety) :
- accidents per year
- by category (death, serious injury, minor injury / damage only
o inside the bus:
o outside the bus:
Security (gain or level of security for passengers and staff):
- on vehicles
- at station / stops
In case the BHLS project improved a previous line, describe briefly this stage
before, in term of cost
NA
of the PT operator (VBZ)
can be found online under
http://vbz.ch/vbz_opencms/
export/vbz/deutsch/DieVB
Z/Geschaeftsbericht/pdf/20
08_VBZ_GB.pdf
NA
0.93% in 2008
NA
NA
P
NA
NA
VBZ reported a total of
1’460 accidents in 2008, in
which 5 persons died.
The benefits provided for the customers / neighborhood (i.e. externalities)
Are there any studies done comparing the situation before and after the BHLS
implementation ? (in case, provide the references and shortly the main
conclusions)
Fees (ticket price) – single ticket in € 2.60 €
Average travel time (comparison with the car traffic): - by bus
- by car
Reliability:
(a) % of the whole network trips that operate
(b) % of trips on time (if timetable) or within planned headway limits
(c) breakdowns per million-km, or per 1,000 trips
Impact on the neighbourhood
- availability of parking
- increase of housing
- shopping / economical activity
- …
Environmental benefits, such as
- noise
- pollution, … (if available)
13
N
NA
NA
NA
NA
Full price ticket for 1 hour,
valid in entire Zurich city
network. A large number
of ticket assortment can be
found in
http://www.vbz.ch/vbz_op
encms/opencms/vbz/deutsc
h/Tickets/Preise/

Bus with High Level of Service
5- weakness and strength” of the whole approach of the
system
This paragraph should highlight the main weaknesses and strengths (or success factors) regarding all phases of
the project in order to point the relevance of some components / organisation choice / design choice / … that
play or could play a main role into the objectives achievement;
Weaknesses
Although public transport in Zurich stands out in terms of quality, service and reliability, when
compared with other cities in terms of speed, a slower service is offered. The short distance between
stations, the density of the network and the operational characteristics (partially mixed operation with
private vehicles) result in a relatively low operational speed (around 19 Km/h). It is important to
remember there is no segregated subway system in operation in Zurich.
Conflicts between public transport vehicles themselves (trams) occur due to restricted space in the city
centre, the high frequency and the convergence of many lines in the area around the main train station.
The problem has been addressed by redistributing the offered capacity in a more homogeneous way
throughout the day, increasing the headway by one or two minutes in rush hour and reducing it (e.g.
from 20 to 15 minutes or from 12 to 10 minutes) during lower ridership hours.
Bus lines in Zurich act as a complement to the tramlines. This results in a lower level of recognition
by the population, who have a general idea of where the trams go, but have little knowledge of the bus
routes, except for the ones they use. This issue has been addressed by a change in the design of the
topological network map, giving a new (pastel) colour to the most important bus lines (all the bus lines
were previously depicted in the same way, whereas tram lines are depicted with unique contrasting
colours). However, trams remain the most recognized mode within the city.
During the elaboration of this description, a large number of road works, rehabilitation and
infrastructure renewing projects were taking place (approximately 75 sites by September 2009). These
construction sites have an impact on the public transport service and the private vehicle flow.
Although measures have been taken, regularity and punctuality is reduced, especially in rush hours. In
the area of Stadelhofen and Seefeld, the renewal of tram rails obliged the use of provisional buses to
connect the services. The lack of signalization in the area contributed to the disorientation of the
passengers, which generated a number of complaints.
As any other city, during the rush hours, the vehicles can be crowded and the ride less comfortable.
The use of double articulated trolley buses in the most crowded trolley-bus routes has improved the
situation, although it remains an issue in the most crowded tram lines.
Strengths
Public transport in Zurich enjoys ample support by the population and has a very positive image. The
emphasis on improving the quality of life in the city and being environmentally friendly, while at the
same time providing a safe, comfortable, reliable and efficient service in a dense and integrated multimodal
network, makes the public transport operator (VBZ) stand out as a high quality and competitive
alternative to the private car.
14

Bus with High Level of Service
The VBZ, together with the Swiss national railways (SBB) are the main mobility
providers of the Zurich Region Transport Authority (ZVV). As an integrated enterprise, services such
as marketing, supply planning, operation and maintenance of the vehicles, as well as the infrastructure
renewal are provided in a coordinated manner by the same company. Strategic long term planning is
done together with the city planning offices, where projected growth in demand is aligned with
provision of transport services, and new areas are developed in a way that they support public
transport. This cooperation and coordination between transport authorities, operators and
government/local offices for the planning and execution of the city’s mobility strategy guarantees that
the different interested parties are involved in the planning and decision process, making it dynamic
and participative.
Zurich has successfully implemented a transit priority program by adopting a comprehensive, longterm
approach. It has required effective political leaders and motivated city employees who have
steadily implemented the program over the past 30 years. Complementary programs have been
implemented in parallel to land use strategies coherent with public transport support. The
encouragement of higher density, the reduction of parking space, as well as the improvement of
pedestrian, cyclists and public transport networks are all part of the complementary projects.
In terms of service quality, transport providers (VBZ among them) are assessed by the transport
authority (ZVV) using a benchmark-oriented system for the evaluation of the quality and profitability
of the services provided. A minimum satisfaction level is established, and those companies with
unsatisfactory price-performance relations must agree upon measures to improve them.
Marketing and publicity are a strong element within the VBZ and the ZVV. Innovative and creative
marketing campaigns with emphasis on the advantages of public transport over the private car, its
environmentally friendly character, as well as the inclusion of a symbolic (emotional) dimension
contribute to the recognition and positive image of the service.
A unified ticketing system for the entire ZVV area combined with a varied and attractive intermodal
offer, results in a simple to use, attractive public transport. Customer service is provided by ZVV-
Contact, a hotline where all the topics regarding public transport in Canton Zurich can be consulted.
Complaints, compliments, suggestions, lost items, as well as ticket sales are offered every day, from 6
am to 10 pm free of charge.
Recently implemented real time passenger information systems have increased the level of service
perceived by the users. In-vehicle screens and dynamic displays in main stops/stations provide
accurate information to the public. Audible messages inside vehicles and at stations keep passengers
informed and suggest alternatives when incidents occur. AVL/APC systems allow a more precise
operation and system monitoring; the collected data provides the opportunity for detailed post analysis
and feedback to improve strategic planning and operational processes. Information is also available
using mobile phones. Especially innovative and worth mentioning is the service provided by a smart
phone application called Wemlin. Dynamic, location sensitive information is provided for buses,
trams, S-Bahns and ships within the ZVV area. The easy to use software provides information for
more than 400 lines and 2600 stations/stops and is accessible for free.
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6- The main key findings (or lessons learnt) during this
project
The high quality transport system in Zurich is not the result of one single measure, but rather the
implementation of a number of measures that complement each other and have a greater effect than
that which they could individually achieve. This involves taking a comprehensive view of the traffic
network rather than simply putting a single improvement in one place.
A planning methodology where all the relevant parties are involved may be demanding, but it allows
the developing of ways for competing departments within a city (i.e. competing for urban space, such
as pedestrians, cyclists, drivers and public transport user groups) to work together in the benefit of the
whole.
Public support is critical to implement measures in favour of public transport. Network planning,
infrastructure allocation and service characteristics must be designed to meet conditions in public
areas, serve all social groups including elderly, poor and disabled while minimizing unnecessary
negative impacts.
Public transport priority is a key element for Zurich’s success. Planners have good relationships with
traffic engineers and are able to work cooperatively on improvement projects. Zurich developed a
unique approach that applies an active approach (priority is provided only when a public transport
vehicle is present) to all the traffic signals in its network. Zurich provides public transport priority
without significantly impacting traffic conditions by carefully determining the right cycle, phasing,
and providing green time only when required by a public transport vehicle.
Further remarkable characteristics of public transport in Zurich that contribute to its success (although
not unique to this system) are its operations center, its payment system and the vehicle design. The
operations center monitors the position of the vehicles, maintains schedules and reliable headway, and
is also responsible for elaborating and executing plans for addressing system disturbances. Passenger
information is coordinated from this center. The payment system in Zurich (proof of payment or self
service fare collection) considerably accelerates boarding and alighting times, thereby reducing
dwelling times at stations. Vehicle characteristics such as low-floor, improved interior circulation
spaces and multiple wide doors make the service faster, more comfortable and more accessible for all
passengers.
A final lesson from Zurich is the coordination between public transport modes. The suburban rail
(S-Bahn) is the backbone of the entire system, to which trams and buses are coordinated to offer more
reliable connections, thus, improving the service for the users.
7- For more information (list of assessment documents, links,…)
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DOCUMENTS AND REPORTS
Infras (2006) Lebensqualität auf der ganzen Linie: Das VBZ-Netz 2025
http://vbz.ch/vbz_opencms/export/vbz/deutsch/Aktuell/Liniennetz_2025/pdf/bericht_infras.pdf
Nash, A. (2003) Implementing Zurich’s Transit Priority Program (in English)
http://www.andynash.com/nash-publications/Nash2001-Zurich-PT-MTI-01-13.pdf
Stadt Zürich (2005) Umsetzung der Mobilitätskultur – Das Wichtigste aus 18 Teilstrategien
http://www.stadtzuerich.ch/content/dam/stzh/ted/Deutsch/taz/Fachunterlagen/Publikationen_und_Broschueren/Verk
ehr/Mobilitaetsstrategie/Teilstrategien/mk_broschuere.pdf
Stadt Zürich (2006) Strategie für die Gestaltung von Zürichs öffentlichem Raum 2010
http://www.stadtzuerich.ch/content/dam/stzh/ted/Deutsch/oeffentlicher_raum/Publikationen_und_Broschueren/Bros
chuere_Strategie_2010.pdf
Stadt Zürich (2007) Strategien Zürich 2025: Ziele und Handlungsfelder für die Entwicklung der
Stadt Zürich
http://www.stadt-
zuerich.ch/content/dam/stzh/prd/Deutsch/Stadtentwicklung/Publikationen_und_Broschueren/Stadt-
_und_Quartierentwicklung/Strategien/StrategienZuerich2025_Feb2007(1.4MB).pdf
VBZ (2008) Annual business report
http://vbz.ch/vbz_opencms/opencms/vbz/deutsch/DieVBZ/Geschaeftsbericht/Geschaeftsbericht_20
08/geschaeftsbericht_2008.html
ZVV (2008) Annual business report
http://www.zvv.ch/export/sites/default/common-images/content-image-gallery/unternehmenpdfs/ZVV_GB_2008.pdf
ZVV (2008) Strategy report 2011-2014
http://www.zvv.ch/export/sites/default/common-images/content-image-gallery/unternehmenpdfs/ZVV_Strategiebericht_farbig2011-2014.pdf
ZVV (2008) Introducing the ZVV, a film (in English)
http://www.zvv.ch/common-images/content-image-gallery/unternehmen-filme/zvv_the_film.mpg
WEBPAGES
City of Zurich – Portrait: Mobility & Transport (in English)
http://www.stadt-zuerich.ch/portal/en/index/portraet_der_stadt_zuerich/mobilitaet_verkehr.html
Using Public Transport in Zurich (in English)
http://vbz.ch/vbz_opencms/opencms/vbz/english/PublicTransport/
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