You are the public transport user’s advocate in your organisation. You constantly strive to improve service quality to encourage the community to make public transport their first choice. You have an explicit mandate to focus on your customers’ needs and expectations and to improve their end-to-end experience on their journeys.
Your ultimate goal is customer satisfaction. This means providing your patrons with a consistent experience at every touchpoint; efficient and timely communications that add value for commuters; and making public transport convenient and simple to use.