ARTF 2022 - Maintaining legitimacy through reliability for passengers and efficiency for the public
Channel: Mathew Hounsell
Date: 2022-09-29

Title of the Paper: An examination of an approach to assist transit in maintaining political legitimacy by achieving reliability for passengers and efficiency for the public 

This paper examines philosophical frameworks of public transport service delivery — the Strategic Triangle and Service Quality Loop. 

The first considers the context of a public sector organisation appropriating resource and the second considers how public transport service partners could provide services that passengers perceive to be high quality. The paper proposes the Arbitrated Service Quality framework to synthesis a combined perspective. 

Then this paper considers the need for efficiency and reliability from the passengers’ and public’s perspective. This paper posits that Statistical Process Control could support continuous improvement of the aforementioned reliability and efficiency to allow the service partners to deliver the public transport services sought by passengers and the value-for-money sought by the public.

00:00 Introduction to the Research
03:15 Economy, Efficiency, and Effectiveness
07:10 Service Quality Loop
08:10 Is-Ought Dichotomy and Value Pluralism
09:48 Moore's Strategic Triangle 
11:14 Arbitrated Service Quality Framework
12:21 Service Reliability and Customer Trust
14:20 Continuous Improvement and Statistical Process Control
17:27 Acknowledgements

This paper (2022b) and Hounsell (2022a) form a pair. Hounsell (2022a) describes a theory of why transport operators must deliver an efficient and reliable public transport service to maintain their legitimacy. Hounsell (2022a) then explains how statistical process control (SPC) could theoretically be used to assist in achieving reliable and efficient operations. 

For Hounsell (2022b) see https://youtu.be/HjKo6K8D7Q4

Access the Paper:

https://www.researchgate.net/publication/363920122_An_examination_of_an_approach_to_assist_transit_in_maintain_political_legitimacy_by_achieving_reliability_for_passengers_and_efficiency_for_the_public

Citation:

Hounsell, M. (2022). An examination of an approach to assist transit in maintain political legitimacy by achieving reliability for passengers and efficiency for the public Australasian Transport Research Forum, Adelaide, South Australia.