09:45-10:40
Satisfaction is one of the key factors in retaining passenger loyalty, and overall passenger satisfaction is affected by service quality. This session will discuss how the sector can improve the passenger's experience of urban transport. Speakers will provide their insights on how technology such as information and communications systems, big data, ticketing systems, and journey planning apps can provide the passenger with a seamless travel experience, and they will debate whether the necessary investments will pay off in terms of the ROI and improvement in the city’s quality of life.
Moderator
Lorenzo Casullo
Economist
OECD
Speaker
Enrique Fernandez
CIO
Go-Ahead Group
Enrique is a CIO with extensive experience in innovation, strategy
development, digital re-design, and large-scale project and
programme management.
He has significant experience and a proven track record of delivering
complex solutions in multinational, multicultural, multi-discipline
and multi-site environments. He has worked in Technology and
Digital, Retail, Finance, Supply Chain, Transportation and Property.
Enrique believes that the future of Smart Cities is really a present, and
regularly speaks publicly on the topic.
Christopher Irwin
European Passengers' Federation
Christopher has been involved with the European Passengers’
Federation since it was established in 2002. He is also the European
Policy Adviser to Transport Focus, and the Head of the UK delegation
to the Intergovernmental Commission on the Fixed Link since 2012
and is its co-chair. He is also a member of various bodies established
by the European Commission on transport related issues. These
include its Transport Advisory Group, advising on programme
priorities for the €75 billion Horizon 2020 research and innovation
programme.
Michael Westermann
Senior Sales Manager
DILAX
Michael, Senior Sales Manager for Scandinavia at DILAX Intelcom
GmbH, can look back on a proven track record of international
projects within the public transport industry. At DILAX, he is serving
customers with intelligent system solutions for capturing, managing
and analyzing passenger flows in public transport.
Caroline Whittam
Rail Operations Manager
Transport for Greater Manchester
Caroline is an experienced senior transport manager for
Transport for Greater Manchester. She is acting head of the
Rail Team, Senior Responsible Officer for all rail projects as
well as leading on rail operational, contractual and
performance issues. Previously Caroline managed the service
delivery contract for Metrolink, the UK’s biggest light rail
operation, for nine years. This covered a period when it more
than doubled in size, successfully delivering extensions to East
Didsbury, Rochdale and the Airport.
Marek Zděradička
Section Director
Prague Institute of Planning and Development
Marek graduated from the Faculty of Transportation Sciences at CTU
in Prague. He has been working as transport planner at the Prague
Institute of Planning and Development (IPR) since 2001. He now works
at IPR as a Section Director for Infrastructure. In 2013–2015 he was the
chair of working group “Mobility” of the Strategic plan of Prague.
Laura Wright
Head of International Policy
Rail Delivery Group