Operators in public passenger transport (PPT) provide their services directly to the customer. Therefore, the service quality perceived by the customer will have a significant effect on the selection of the provider.
EN 13816 is the Standard for evidencing quality capability of transport providers in public passenger traffic, which is valid all over Europe. It serves as a guideline for defining and measuring service quality in contracts for buyers and providers of PPT services.
The European Standards establish the definition and specification of objectives and targets and measurement of quality of services provided in public passenger transport (PPT) and includes suggestions for selecting the adequate measuring techniques.
In EN 13816, quality is rated as being the degree of customer satisfaction. In this respect, customer satisfaction is understood as being the degree of congruence between performance expected and required by the customer and the services provided by the transport provider.
Integration of EN 13816 in a quality management system or an integrated management system will lead to a continuous and uniform system. This helps to reduce the scope of documentation as compared to single systems. Furthermore, conformity to EN 13816 supports the company in using the resources in such a well-aimed manner that the customer wishes can be fulfilled and will thus lead to additional customer satisfaction and thus to a commensurate increase in sales volume.
The level of railway safety within the European Union is generally very high.
System for certifying conformity and certification system for the safety management system for railway safety acc. to Article 9 of the EU Directive 2016/798 (2004/49)
Acc. to the EU Directive 2016/798 (2004/49) - Articles 10 and 11 - conformity of the safety management system acc. to Article 9 is demanded.
In Austria, certification of the safety management system for railway safety by a body authorized according to the national Accreditation Act (Akkreditierungsgesetz (AkkG)) as well as the issuance of a Certificate is additionally required acc. to the Railway Act §39c.
In this context, compliance with the requirements relating to the obtention of the Safety Certificate and/or the safety approval, which are stated in EU Regulations, will have to be demonstrated. Once the Safety Certificate has been issued by the public authorities, registration is certified. A Certificate will be valid for 5 years.
EN 15085-2: Certification of welding of railway vehicles
The applicable ERA Guides (ERA = European Railway Agency) require compliance with the requirements acc. to this Technical Standard to be demonstrated when meeting the requirements relating to maintenance and production. The requirements of DIN 27201-6 and DIN 3834-2 are also included.
System of Certification of entities in charge of maintenance (ECM)
This is a required safety and quality standard for entities in charge of maintenance (ECM) of freight wagons according to Commission Regulation (EU) 445/2011 (still valid until 15 June 2022), which will be provided with an ECM certificate after successful certification.
New: As of 16 June 2022 or in case of new applications the criteria of EU Regulation 2019/779 will apply.
This regulation sets out the requirements applicable to every ECM of vehicles under the Railway Safety Directive (EU) 2016/798 (incl. all rail vehicles from railway traction vehicle to railcar, passenger train, freight train, road rail vehicles …).
The entity in charge of maintenance (ECM) ensures a safety maintenance of the vehicles it maintains through its certified maintenance system. As part of their responsibility, holders of vehicles have to derive the necessary maintenance measures for vehicles and either undertake these measures themselves or commission an ECM certified maintenance workshops.
ECM certificates are valid for 5 years, if annual surveillance audits are carried out.
Education and training in the field of railway safety management systems
Companies have the opportunity to provide their employees with further training in the field of Railway Safety Management Systems. The training course „Railway Safety Management Systems“ provides a profound education in the field of Safety Management Systems acc. to EU Regulation 2019/762 and the new ECM Regulation 2019/779, and presents an overview of the key elements in the Railway Law while considering national laws based on Directive (EU) 2016/798 and the associated 4th railway package.
After the training course, participants will be able to implement the requirements of the fourth railway package in their own companies. After successfully taking the exam, the participants receive a personal certificate. Note: Working language of the public training course is German. For further information please write an E-Mail.
System certification, verification and validation
Impartial. Competent. Trustworthy.
Mr. Eckehard Bauer, MSc
Executive Vice President Business Development Safety Management, Business Continuity, Risk, Security, Compliance and Transport
Mr. Dr. Karl Andorfer
Network partner, Product Expert Cableways
Mr. Wolfgang Pölz, MSc, MBA
Network partner, Product Expert International Railway Industry Standard (IRIS) and ISO/TS 22163
Mr. Rudolf Scharf
Network partner, Product Expert ECM