Workshop 1 report: Innovations in Service Delivery and Performance Management

This paper synthesizes evidence from Workshop 1 ‘Innovations in Service Delivery and Performance Management’ of the Fourteenth International Conference on Competition and Ownership in Land Passenger Transport. The paper outlines key findings from 18 research papers presented at the workshop which was structured into five separate issue or challenge areas including A. Improving reliability & speed with transit priority and operations reform, B. Service design improvement and innovation, C. Improving transit planning methods, D. User perceptions, needs and behaviour change, and E. Innovation in performance monitoring and procurement. Based on the three day collaborative workshop thinking, this paper discusses for each area ‘Trends’ affecting the area, research ‘Gaps’ and likely ‘Future’ developments and priority issues and the drivers of change.