Mr Bernie Carolan,
Chief Executive Officer
Metlink Victoria

Bernie Carolan has had a career of more than 30 years in passenger transport. His experience has seen involvement in each of the train, bus and tram/light rail modes. He has been employed in Government regulatory bodies, State-owned operation businesses, a consulting firm and a multi-national private operator. He has also been a self-employed consultant. Since April 2004, Bernie has been the Chief Executive Officer of Metlink Victoria Pty Ltd. Metlink delivers all marketing, public relations, customer information and market intelligence requirements for the Melbourne train, tram and bus system and some similar services for regional services.

Appearing:

Day Two - Wednesday 24 February 2010

2.35pm

Creating an efficient passenger service in order to increase usage, customer satisfaction and commercial success

What do consumers ultimately expect from public transport services?
How can operators become more effective at matching those expectations?
Do characteristics like frequency, reliability and personal security remain the crucial attributes?
Strategies to shift perception regarding private and public transportation
Improving customer service and customer information systems

Mr Bernie Carolan,

Chief Executive Officer,
Metlink Victoria

4.20pm

Panel discussion: Delivering transport services effectively while managing costs

What incentives are required to get people to use public transport?
Extracting maximum value from existing capacity and existing infrastructure through improved service planning, timetabling and ticketing
Travel Demand Management measures to manage congestion
Changing the focus of public transport from a community service obligation to a customer service orientation

Mr David Brown,
(Moderator)

Director,
DrivenMedia

Mr Bernie Carolan,

Chief Executive Officer,
Metlink Victoria

Ms Heather Haselgrove,

Chief Executive Officer,
Metro Tasmania

Mr Neil Smith,

Director,
Transit Systems Australia

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