Contracting procedure PT Twente_OV53

OV53. TWENTS VERVOER SINDS 2010
Contracting procedure
PT Twente
OV53 – Public transport in Twente East: Easy, reliable and well-informed.
Josine de Boer, s0112100
Justin Hogenberg, s0070459
Nina Zaalberg, s0139068
October 22, 2010

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Contents
Introduction........................................................................................................................................4
1
Transportation Plan .....................................................................................................................5
1.1
Current bus schedule ...........................................................................................................5
1.2
Calculations scheduled hours and occupancies ....................................................................6
1.2.1
Calculation of the number of scheduled hours .............................................................6
1.2.2
Calculations of occupancies .........................................................................................6
1.3
Alterations on the current schedule .....................................................................................6
1.4
Quality of operation ............................................................................................................7
1.5
Developments .....................................................................................................................7
1.5.1
Twente airport .............................................................................................................7
1.5.2
The Eschmarke .............................................................................................................9
1.5.3
Football World Championship 2018 or 2022 .............................................................. 10
1.5.4
Business and Science Park .......................................................................................... 12
1.5.5
Hengelo ..................................................................................................................... 13
2
Marketing Plan .......................................................................................................................... 16
2.1
Analysis of opportunities ................................................................................................... 16
2.2
The target groups .............................................................................................................. 16
2.3
The strategy ...................................................................................................................... 17
2.3.1
Waking up.................................................................................................................. 17
2.3.2
Inform........................................................................................................................ 18
2.3.3
Try ............................................................................................................................. 18
2.3.4
Hold-on to ................................................................................................................. 18
3
Travel Information Plan ............................................................................................................. 20
3.1
Information in and on the vehicle ...................................................................................... 20
3.2
Static information on stops and stations ............................................................................ 20
3.3
Bus flyers ........................................................................................................................... 21
3.4
Website ............................................................................................................................. 21
3.5
Actual travel information on stops and stations ................................................................. 22
3.6
Plus Lines ........................................................................................................................... 22
4
Plus Lines Plan ........................................................................................................................... 23
4.1
Comfortable material ........................................................................................................ 23
4.2
Extra service ...................................................................................................................... 25
4.3
Fast connections ................................................................................................................ 25
5
Calculation of exploitation......................................................................................................... 27
5.1
Transportation costs .......................................................................................................... 27
5.2
Development costs ............................................................................................................ 28
5.3
Marketing costs ................................................................................................................. 29

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5.4
Travel information costs .................................................................................................... 30
5.5
Plus lines costs ................................................................................................................... 30
6
Innovative Public Transport in the Concession Area .................................................................. 33
7
Concluding words ...................................................................................................................... 34
References ........................................................................................................................................ 35
Appendix A ....................................................................................................................................... 38
Appendix B ....................................................................................................................................... 39
Appendix C ....................................................................................................................................... 40
Appendix D ....................................................................................................................................... 41
Appendix E........................................................................................................................................ 42
Appendix F ........................................................................................................................................ 43
Appendix G ....................................................................................................................................... 47

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Contracting procedure PT Twente
OV53. J. de Boer; J. Hogenberg; A. Zaalberg
Introduction
In this document the Tender for the public procurement for the public transport in Region Twente is
presented for the period August 2011 to August 2021.
The focus of this Tender is providing high quality urban and regional public transport at a realistic
price. Aspects that Region Twente values high are given much attention. For example, sustainability,
that can be reached both by making OV53 as a public transport company operate more sustainable
by testing the bike dispenser at bus stops with second hand PT-bicycles, providing Fair Trade coffee
once a month, and developing pilot projects with electric buses, and by attracting more passengers,
that otherwise would have traveled by personal motorized modes. To achieve this, high levels of
services will be offered, not only in the plus lines but also in other frequently used bus lines.
Furthermore, all people that move towards or within the region will be informed about the public
transport possibilities in their neighborhood and the region. Moreover, OV53 will provide easy to
understand travel information for all travelers, both collective and individual. With all this, OV53
aims for attractive public transport that is easily used both as main mode and as access or egress
mode.

Below, our vision is presented, followed by an overview of the document.
Vision
OV53 is a young and enthusiastic player on the market of passenger transport. We provide reliable
urban and regional public transport and to do so, we honour the following principles:
 Easy travelling. Central departure times at important transfer stations, smooth transfers by
informing travellers well, and keeping line numbers the same.
 Good information. Both collective and individual information is considered important.
Moreover static information on the schedule is filled up with information on delays, using
dynamic travel information tools (DRIS).
Using these principles, OV53 makes public transport attractive as both a competitive major trip
mode, and as an access and egress mode. To achieve this, OV53 wants to put as much people as
possible into contact with public transport, and give them a positive impression of the transport
offered by our company.
Structure of the document
This document is structured as follows. In the first chapter, the Transportation Plan is presented. In
this plan, the current number of scheduled hours is calculated as well as the alterations in the
schedule due to the developments for the upcoming years. Chapter 2 contains the Marketing Plan.
Our strategy has been determined using a SWOT-analysis and by distinguishing different target
groups. In the Travel Information Plan in Chapter 3 the strategy is translated into concrete means of
travel information. Extra attention has been paid to the travel information provisions for the plus
lines. Then, in Chapter 4 the Plus Lines Plan is presented. In this plan, attention is paid to good
material, extra services that contribute to sustainability, and fast connections. In Chapter 5 the costs
of the exploitation are calculated, and in Chapter 6 there is elaborated on the OV53 vision on
innovative public transport. Finally, the conclusion is presented.



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Contracting procedure PT Twente
OV53. J. de Boer; J. Hogenberg; A. Zaalberg
1 Transportation Plan
In this transportation plan the current bus schedule, which is used in Region Twente will be analyzed
and checked on its quality. Changes are proposed if shortcomings are found. Also different
developments in Region Twente will be investigated and if necessary, conceptual bus schedules will
be proposed for these planned developments. It is assumed that the current schedule applies for the
entire year, a holiday schedule is not accounted for.
1.1 Current bus schedule
First the current bus schedule is analyzed using customer satisfaction, which is the main base of the
schedule analysis. After all, in public transport, quality is best measured through customer
satisfaction (Sloot & Van Opstal, 2002). It appears that the aspects in the used questionnaire dealing
with the schedule quality score well:
The website www.OV-klantenbarometer.info presents the results of user satisfaction
questionnaires in the Region Twente. The schematized outcomes of these questionnaires are
presented in Figure 1-1 and Figure 1-2, also the national averages are presented as reference.


Figure 1-1 Results questionnaire city bus, Twente and national (KpVV, 2009)


Figure 1-2 Results questionnaire regional bus, Twente and national (KpVV, 2009)

So we assume that the quality of the current transportation plan is quite satisfying. All aspects that
have to do with the actual transportation (punctuality, speed and frequency) score a sufficient mark
which implies that the quality of the current bus schedule is sufficient.
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Contracting procedure PT Twente
OV53. J. de Boer; J. Hogenberg; A. Zaalberg
However, the number of questionnaires is small and it is therefore impossible to directly assume that
the information holds up for every bus line in the transportation plan. Therefore the current bus
schedule is also be subjected to calculations in order to ensure that quality is satisfying. These
calculations presented in the next paragraph are based on a number of assumptions:
 The current buses are 12 meter long and hold up to a maximum of 80 persons, based on a
VDL/berkhof Ambassador which is currently used in the region Twente. This bus has up to 43
seats and has a length of almost 12 meters. (Koolen & Van Kesteren, 2003)
 Peak hours will not be treated separately in the calculations, because the current bus
schedule already has high peak hour frequencies, thus by calculating the number of
passengers per bus the peak hours are automatically taken into account.
 The lines where counts for bus lines are not available will not be analyzed but if necessary
will be compared to a similar bus line for which counts are available.
1.2 Calculations scheduled hours and occupancies
In this paragraph, first the number of scheduled hours is given, then, the occupancies of the buses
are given.
1.2.1 Calculation of the number of scheduled hours
The current total amount of scheduled hours per year, including shopping Sundays is 12,658,092
hours. This is calculated using the trip planner of the website of the current concession holder
(Connexxion, 2010b). Weekdays, Saturdays and Sundays are distinguished. The complete table, with
the amounts of scheduled hours per bus line is presented in Appendix A. Per week 243,396 hours are
scheduled. Per year this is 12,656,592 hours. In the plans of OV53 (when the developments have
become reality) the amount of scheduled hours is 13,339,477 hours (see also Appendix C).
1.2.2 Calculations of occupancies
From the calculations on occupancies it can be concluded that no bus lines exceed the maximum
amount of 80 passengers at any given point. For every bus line the numbers of weekly passengers
are compared to the frequencies of the buses. Weekdays, Saturdays and Sundays are taken into
account. The results of these calculations and the assumptions involved are presented in Appendix B.
These calculations are based on worst case scenarios.
1.3 Alterations on the current schedule
The current bus schedule will not be improved by for instance raising the frequencies. This is based
on the customer satisfaction and the average intensities. Also the current schedule will not be
downgraded due to few travelers on certain lines. This will affect the quality of the system and
contradicts our vision. However, it is possible that due to the expected growth in the number of
passengers extra buses will be needed. In the next paragraph there will be elaborated on the five
specific developments that cause this growth.
The frequencies on the regional bus lines will remain the same although they are lower than those
in urban areas. Reasons for the low frequencies are the low passenger counts on these lines. Most
regional buses have a frequency of 2 times per hour. Increasing the frequencies on a line to 3 times
per hour will result in a 14% passenger increase on that line (Bakker, 2010). This means that a higher
frequency will be far from profitable, since an increase of 50%1 would be needed to break-even. The
frequencies will therefore remain the same.

Although the schedule isn’t changed for the first year of exploitation it will be subjected to change if
changes occur in the public transport environment. These changes might be a growth in users,
declining satisfaction of users or changes in schedules from other modalities (most likely, the train

1 Shift from 2 to 3 buses means an increase of the supply with 50% (3/2 = 1.5).
2 There are 21 buslines in RT. Maximum frequency is 8 buses per hour (every 7,5 minutes) with a period of
around 30 minutes. This means that 4 buses are needed for this line. 21*4=84 but is rounded off to 80 because
this is estimate is based on the highest frequency.
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Contracting procedure PT Twente
OV53. J. de Boer; J. Hogenberg; A. Zaalberg
schedules). Monitoring these changes on a regular basis is most important to apply changes correct
and quick.
1.4 Quality of operation
A high quality of operation will be guaranteed by offering a reliable service. To make this possible
OV53 makes sure that the bus fleet is big enough so that there will always be back up vehicles in case
a bus in service malfunctions. A malfunction might occur due to technical reasons or extreme
weather conditions. Also an increased bus fleet assures that maintenance and cleaning can be done
thoroughly. OV53 assures that always at least one bus and one chauffeur are on stand-by to replace
a malfunctioned bus. In Region Twente a bus fleet of 80 buses2 will be sufficient to always have a
minimum of one bus on stand-by.

If for any reason a bus cannot be replaced OV53 takes the responsibility to provide other means of
transport to stranded passengers. The preferred mean of transport will be a rental shuttle bus
provided by a third party which can shuttle between two or more destinations. In case there are very
little stranded passengers, cabs can be used.
Also an extra option will be introduced; chauffeurs can call each other in case there are stranded
passengers due to e.g. the fall out of a bus. With this method a bus in service can make a small
detour and pick up stranded passengers.

To keep the user of the public system always informed, dynamic travel information will be made
possible. The different travel information methods are described in travel information.
1.5 Developments
In this paragraph several developments that will appear during the concession are discussed together
with the proposed measures and changes in the timetables and frequencies. At the end of every
subparagraph the main points are presented in a black table. First of all Twente Airport is discussed,
since this will probably become a civil airport. Next, the housing project at the Eschmarke which
means an increased number of residents, and the World Football Championship that might come to
the Netherlands is discussed. Then, the Business and Science Park in Enschede that will be expanded
and finally two projects in Hengelo will be discussed.
New bus frequencies are calculated based on the expected traveler growth for each development.
In these alterations OV53 will aim for the maximum number of travelers per bus not to exceed 55.
We assume that this number of passengers guarantees a comfortable journey.
1.5.1 Twente airport
Currently procedures are started to make Twente Airport suitable to start up again. However, still
two plans exist from which one has to be chosen and moreover it will take a few years before the
tendering can be started. Though, the Region Twente mentioned a number of air travelers, so OV53
therefore assumes that the plan with civil aviation will become operational in 2016.
The procurement document (Regio Twente, 2010) requires that the development airport Twente
which might become suitable for civil aviation in the upcoming years will be taken into account. The
procurement already expected 500,000 airport passengers per year, and the exploitation starts at
2016. The development plan, with civil aviation, is aimed at landscape, leisure and economic activity.
The plan also expands the car network for through traffic but additionally proposes to build an extra
train station. Because of this train station, passengers from the direction of Hengelo will be served by
train and for the last part should be served by bus as well. The extra number of visitors due to the

2 There are 21 buslines in RT. Maximum frequency is 8 buses per hour (every 7,5 minutes) with a period of
around 30 minutes. This means that 4 buses are needed for this line. 21*4=84 but is rounded off to 80 because
this is estimate is based on the highest frequency.
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Contracting procedure PT Twente
OV53. J. de Boer; J. Hogenberg; A. Zaalberg
extra facilities (like leisure) is expected to be 400,000 per year, (based on the number of visitors for
‘go planet’ (Huyskes, 2009).
It is assumed that flights will take place from 6 am until 11 pm (Kuenzli, et al., 2009), during
weekdays as well as weekend days. Moreover from the (similar) airport of Eindhoven we assume that
about 43% of the passengers and visitors use public transport as access or egress mode for the
airport (Eindhoven Airport N.V., 2010, p. 11). Moreover, at Eindhoven the ratio weekday flights and
weekend day flights is 1:3 (Belangenbehartiging Omwonenden Welschap, 2003), so the same will be
assumed for Airport Twente.
Bus route
In order to serve the airport passengers of Airport Twente some bus lines have to be modified or
added. First of all one of the lines from Enschede to Oldenzaal3 (60 and 62) should use the
Deurningerstraat instead of the Oldenzaalsestraat. Then one line focuses on the west of the airport
area, which will get the terminal and the other line focuses on the east of the airport area where
leisure and economic activities are facilitated (see Appendix F). The bus line at the west should also
take the passengers from the new train station to the airport. Moreover this line serves the
recreation area Hulsbeek (which is also part of the new journey planner, Website) Since this train
comes from Hengelo (or further to the west) or Oldenzaal, we will modify bus lines from Enschede to
Oldenzaal. The two bus lines will get one combined bus stop to make transfers possible. In order to
keep the bus routes understandable, they will be the same in both directions.
Table 1-1 Occupancy based on the passenger increase
Bus line
Traveler counts plus extra passengers
Frequency
Occupancy

Weekday (Wkd)
Weekend day
Wkd
Saturday Sunday Wkd
Saturday Sunday
60
1160 + 338 = 1498 370 + 1014 = 1384 27
16
0
55.4
86.5
-
62
1450 + 338 = 1788 740 + 1014 = 1754 36
33
16
49.7
53.2
84.6

All information is summarized in Table 1-1. The following assumption is made: in the transport from
and to the airport the transport share is divided equally between line 60 and 62. Based on the
estimated number of airport passengers, the maximum number of 55 passengers and the current bus
schedule, only the frequencies of the buses during the weekends should be increased. The maximum
number of passengers on bus line 60 exceeds 55 by such a minimal amount that the schedule will not
be modified.
The frequencies of bus line 60 should be increased by the following percentages. On Saturdays,
this corresponds to 26 buses per day. On Sundays buses per day.
The frequencies of bus 62 should be increased by the following percentage: on Sundays
which corresponds to 25 buses per day.
The new frequencies will be divided over a schedule that starts around 6:00am and ends around
11:00pm. This is a total number of 17 hours which means that a frequency of 2 buses per hour is
more than sufficient. Also, a static frequency of two buses per hour will make the new schedule easy
to understand. The weekend bus schedules for bus lines 60 and 62 are based on the weekday
schedule for line 62. This bus schedule will be used for all week and weekend days on line 60 and 62.

If Airport Twente really becomes a civil aviation airport OV53 will consider purchasing new buses for
this route. Different buses might be necessary because people traveling to the airport have more
luggage than regular urban and regional travelers. At least the bus line that stops at the terminal
should be suitable for these amounts of luggage.




3 Since Denekamp is not part of the concession area OV53 assume that line 62 ends at Oldenzaal
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Contracting procedure PT Twente
OV53. J. de Boer; J. Hogenberg; A. Zaalberg
Twente Airport. Start: 2016
Service
Bus line 60 (plus line Enschede-Oldenzaal), and bus line 62 (Enschede-Oldenzaal)
Frequency
2 buses per hour
Route
Reroute line 60 and 62: serve Airport Twente East (leisure, living) and West (terminal)
Other
Consider new buses suitable for more baggage if the choice for civil aviation is definite


1.5.2 The Eschmarke
The neighborhood The Eschmarke consists of the neighborhoods Oikos, Aquadrille, Eekmaat-west
and Eilermarke. The positioning of the neighborhoods is shown in Figure 1-3 (Gemeente Enschede,
2010c). In 2007, 7203 people lived in The Eschmarke (Wikipedia, 2009). Due to the realization of new
urban areas it is expected that The Eschmarke inhabits 5000 extra people by 2014. It is therefore
expected that around 12,500 people will live in The Eschmarke by this year.


Figure 1-3 The Eschmarke (in red square) (Gemeente Enschede, 2010c)
Bus line 3 provides the connection between Enschede city and the neighborhood The Eschmarke. In
Table 1-2 the current and the expected number of bus passengers on bus line 3 are given. The
expected numbers are based on the expected growth of 5,000 people in 2014, which means a growth
of 67%. It is assumed that the population growth in The Eschmarke does not influence the
distribution of passengers during the day.
Table 1-2 Average number of travelers due to inhabitant increase, bus line 3

Monday-Friday
Saturday
Sunday
2010
3,270
3,230
870
2014
5,450
5,383
1,450

The current bus schedule will be adjusted due to these expected growth numbers. Since line 3 is a
plus line, separate infrastructure will be used. Therefore, no delays are expected due to interaction
with the other traffic.

Line 3 is a busy line with on weekdays an average of 42, on Saturday an average of 39 and on Sunday
an average of 30 passengers per bus. It is expected that these numbers will grow with 67%, which
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Contracting procedure PT Twente
OV53. J. de Boer; J. Hogenberg; A. Zaalberg
means on weekdays an average of 70, on Saturday an average of 65 and on Sunday an average of 50
passengers per bus. The frequencies on weekdays and Saturdays must be increased, but quality on
Sunday is still guaranteed.
On weekdays the frequencies must at least be increased by and on Saturdays the
frequencies must at least be increased by .the effect on the bus schedule of this is
shown in, see Table 1-3.

Table 1-3 New frequencies based on passenger increase
Time
Frequencies on weekdays
Time
Frequencies on Saturdays

Old
New

Old
New
05.40-06.10
2
3
06.40-09.10
2
3
06.30-08.30
6
8
09.40-10.53
4
5
08.40-13.25
4
5
11.00-17.30
8
10
13.40-18.00
6
8
17.40-19.55
4
5
18.10-19.55
4
5
20.10-23.40
2
3
20.10-23.40
2
3




These new frequencies are rounded off to guarantee the quality and to keep the schedule easy.


The Eschmarke. Start: 2014
Service
Plus line 3 Enschede-Glanerbrug
Frequency
Weekdays: 8 buses per hour at peak hours, 6 buses per hour during at off-peak hours,
and 3 buses per hour in the early morning and late evening.
Saturdays: 10 buses per hour at shopping hours, 5 buses per hour at non-shopping
hours, and 3 buses per hour in the early morning and late evening.
Route
Not modified because current route already serves the new housing.


1.5.3 Football World Championship 2018 or 2022
Possibly the Netherlands and Belgium will organize the Football World Championship of 2018 or
2022. It was therefore asked to include this option in the design, since Enschede is one of the
proposed playing cities. The bus system should then serve the visitors that come for the football
matches, especially before and after the matches peak demands are likely to occur. It is expected
that around 400,000 people will visit the city during the event (Tubantia, 2010). Part of them will
watch the match in the stadium and part of them will probably watch in the city centre. The capacity
of the stadium (situated at Enschede North West) will be expanded to 44,000, while another 20,000
people are expected to watch the matches in the city centre. So both parts of the cities have to be
facilitated by well organized bus services. It is assumed that peak demands will be one hour before
the match and one hour after the match.
In the report of Meilof, De Boer and Terlouw (2010) a study on the accessibility of the Grolsch Veste
is done when the number of seats increases from 24,000 to 32,000. This study is used to estimate the
effects of an increase to 44,000 spectators. However, the circa 20,000 spectators in Enschede city
should be taken into account as well.
As it is not yet sure whether the Netherlands and Belgium indeed will be guest nations for the
Football World Championship, the estimates for the bus schedule are not yet very detailed. However,
when it is sure that the Football World Championship in 2018 or 2022 will come to the Netherlands
and Belgium, OV53 will provide more detailed schedules.
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