Transports de Barcelona SA is a public company, owned by the AMB. In 2014, it had a fleet of 1070 vehicles that travelled 39.73 million kilometres and carried 184.31 million passengers. Most of these numbers relate to the services that form part of the regular bus network: 178.35 million passengers in 2014. Non-integrated services (Barcelona Bus Turístic and Tramvia Blau) carried almost 6 million passengers.

Evolution of numbers for the service directly managed by the AMB and numbers of passengers per service

BUS SERVICE (DIRECTLY MANAGED)
Concept	2011	2012	2013	2014
Passengers (millions)	188.40	179.97	182.96	184.31
Distance travelled (millions of km)	42.56	40.25	40.78	39.73
Bus routes	108	107	107	105
Vehicle fleet	1,064	1,072	1,065	1,070
% of buses adapted for disabled people	100%	100%	100%	100%

The new bus network
The main new development with regard to Transports de Barcelona SA's activities in the period 2011-14 was the implementation of the new bus network, based on providing a high number of services forming a perpendicular grid across the area of service. The aim is to achieve a more efficient, sustainable, faster, regular service that is easier to understand, based on a pattern of vertical (from the coast to the mountains) and horizontal (from Llobregat to Besòs) routes.

Started in October 2012 and rolled out over two phases in November 2013 and September 2014, a total of 14 routes (7 horizontal, 6 vertical and 1 diagonal) are currently already in service, out of 28 planned.

This project has involved reorganising conventional routes on the existing network (removing, shortening and changing routes), creating new bus stops, installing new interchanges and more bus lanes, commissioning three bi-articulated hybrid vehicles, incorporating improvements to street furniture, and running major communication campaigns.

AMB's indirectly managed services in 2014 consisted of a fleet of 659 vehicles and 107 public bus routes. In total, they covered 36.42 million kilometres and carried 79.54 million passengers.

Most of this service volume –ie 103 routes and 70.81 million passengers– relate to integrated services. Non-integrated services (Barcelona City Tour and Aerobús) consist of 4 routes and they carry 8.73 million passengers a year.

Evolution of numbers for the service indirectly managed by the AMB and numbers of passengers per service




The evolution of travellers reflects a significant loss of passengers in 2012 as a consequence of the economic crisis, and the subsequent recovery leading to a record in 2014. This is in the context of service volumes generally remaining steady.


During the period 2011-14, it is worth mentioning the following lines of activity:

• Modernisation and greening of the fleet, as part of the Fleet Renewal Plan 2013-15 and implementing the plan to incorporate filters to reduce the emission of particulates and nitrogen oxides.
• Developing real-time information systems for users, with the installation of photovoltaic-powered information screens at bus stops and the launch of the AMBtempsbus service, accessible via mobile, tablet, or internet.
• Actions to improve the service to extend both areas covered and timetables, and to increase the frequency of service.
• Under the social fares framework, extending the benefits of the T-12 to 13-year olds.

The AMB has continued to provide a set of special transportation services including services for carrying people with severe disabilities, which is provided with specially prepared and fitted vehicles for the people using them. To run these services, the metropolitan government has signed collaboration and financing agreements with the town councils of Barcelona, L'Hospitalet de Llobregat, Montcada i Reixac, Badalona and Santa Coloma de Gramenet as well as the county councils of Barcelonès and Baix Llobregat. Around five million euros is spent financing these.

In addition, they have continued to grant the corresponding administrative authorisations for providing non-scheduled services within the AMB area. Most of these services are intended to meet the demand of schools and workplaces –that is, non-scheduled services with a charge per full vehicle. Other special services are provided for tourist or leisure purposes and authorisations are granted with individual charging.

AUTHORISATIONS FOR NON-SCHEDULED TRANSPORT SERVICES
	2011	2012	2013	2014
Authorisations for charging per full vehicle	102	82	119	90
Transport for workers	31	25	27	26
School transport	65	54	74	50
Transport of other users	6	3	18	14
Authorisations for individual charging	5	7	9	11
TOTAL	107	89	128	101

During the period 2011-14 numerous actions were carried out to extend the coverage in terms of area served and timetables as well as increasing bus frequency. In addition, in September 2014, the AMB took over management of route 88 between Avinguda Paral·lel and the port area of Barcelona.

2011

• Changes to several Barcelonès Nord service routes.
• Improved frequency of the L46 with the addition of two extra buses to meet increased demand caused by the opening of the Hospital Comarcal Moisès Broggi in Sant Joan Despí.
• Extending the L79 in Sant Boi de Llobregat to provide service to the Marianao and Ciutat Cooperativa areas.
• Extending route L10 to improve cover to the industrial estate in Sant Just Desvern and to provide a connection with the Trambaix at the Consell Comarcal station in Sant Feliu de Llobregat.
• New timetable for several night-bus routes around Plaça Espanya, to offer faster, more direct routes.
• Boosting route PR3 during the summer holiday period to meet increased demand for the beaches.
• Rerouting of the CF1 in the Montemar neighbourhood of Castelldefels, to improve cover with an on-demand bus system.
• Strengthening route L14 on weekdays during August, with one extra vehicle, and aligning the timetable with weekdays in July.
• Extending the L88 in the Rodera neighbourhood of Sant Climent de Llobregat.
• Rerouting of the L76 to improve coverage to the Sant Joan de Déu hospital in Sant Boi de Llobregat.
• Rerouting of the L95 and the Ga1 to improve coverage for Gavà Mar.
• Rerouting of the L97 to serve the Ca n'Aimeric educational facilities in Castelldefels.
• Rerouting the N0 around Plaça de Les Glòries to provide a more direct route and improve punctuality.
• New timetable for the N9 to improve punctuality.
• New timetable for the L88 to improve coordination with the trains and to accommodate school start times.

2012

• Rerouting of the EP2 in the Mallola area of Esplugues de Llobregat and stopping the EP4 on bank holidays in order to adapt to existing demand.
• New timetables for the L70 and L72 to improve regularity and punctuality.
• New timetable for the JT to meet existing demand.
• Rerouting of the L76 in Santa Coloma de Cervelló to improve punctuality and serve a wider area.
• Making changes to urban routes in Viladecans, including stopping the VB3.
• Rerouting of the EP2 to meet existing demand.
• New connection of the N16 with the airport (Terminal T2) and direct route of the N17 to terminal T1.These changes enable demand to be spread between the two routes and avoid problems of lack of capacity that occurred at certain times of the night.
• Rerouting of the N1 towards Mercabarna to provide a faster, more direct route.
• Rerouting of the L77 to the airport, to provide a faster, more direct route.
• Adding 4 new trips to the L97 route between Gavà, Viladecans and Barcelona.
• Rerouting of the L78 to improve the interchange between bus and rail at El Prat de Llobregat Rodalies (suburban) station.
• Definitive rerouting of the L76 through Avinguda de la Pau and Avinguda dels Països Catalans due to change of traffic direction on Avinguda dels Països Catalans in the centre of Santa Coloma de Cervelló.
• Extending the PR1 timetable, with the start of service being brought forward from 5.25am to 5.05am, to enable workers to get the airport.

2013

• Extending the L79 to Sant Joan de Déu hospital in Sant Boi de Llobregat and improving the SB1 stop opposite the hospital.
• Rerouting of the SB3 in Can Carreras of Sant Boi de Llobregat, to improve service cover.
• Adding 13 new trips on the L97, to increase capacity at peak times between Castelldefels, Gavà, Viladecans and Barcelona.
• Adding extra service on routes L94, L95 and L97 to accommodate increased demand during the summer months.
• Adding 3 new trips on the B1, to improve the end-of day service on the route.
• Rerouting and timetable changes of the SF2 on Saturdays to improve accessibility to the funeral home at Sant Feliu de Llobregat.
• Rerouting and new timetable on several routes to improve the service to the neighbourhoods of Can Franquesa, Oliveres and Singuerlín in Santa Coloma de Gramenet.
• Rerouting of the L72 to improve accessibility to Sant Boi de Llobregat.
• Improved frequency on the L79 route at peak hours on weekdays to improve capacity between Sant Boi de Llobregat and Barcelona.
• Changes to the L10 to provide service to the new Mas Lluí neighbourhood of in Sant Just Desvern.
• New route for the N16 and N17 to improve cover for the Mas Blau industrial estate and to provide faster, more direct routes.

2014

• Rerouting of the B14 in Santa Coloma de Gramenet, to improve the cover for the Raval medical centre.
• Rerouting of the B30 and B15 in Santa Coloma de Gramenet to better fit the needs of travellers.
• Rerouting of the SB1 and L52 to meet the needs of passengers travelling in the Sant Boi de Llobregat and Sant Feliu de Llobregat municipal areas.
• Launch of a new urban bus service in Sant Feliu de Llobregat (SF3) with 7 trips on bank holidays.
• Launch of a new on-demand bus service to provide cover for the Aeronautical Services Park and the funeral home in El Prat de Llobregat.
• Reinforcing route 86 in the Horta neighbourhood of Barcelona to solve problems of lack of capacity on some sections of this route.
• Extending the timetable on the Ga1 to improve service in the La Sentiu neighbourhood of Gavà.

The continual upgrading of the bus fleet enables high quality standards to be maintained with regard to the modernisation and maintenance of the average age of the fleet. At 31st December 2014, the average age of buses on indirectly managed services was 5.88 years. For directly managed services, it was 8.67 years.

The other notable aspect regarding fleet renewal is the improvement in environmental impact, since the new buses incorporate more stringent standards for pollutant emissions (Euro V, EEV and Euro VI). Similarly, the introduction of hybrid or 100% electric vehicles has the dual effect of reducing consumption of non-renewable energy and greenhouse gas emissions.

Furthermore, within the context of combatting air pollution, programmes have been finalised to incorporate filters that reduce the emission of particulates and nitrogen oxides. This initiative has enabled emissions to be reduced for buses based on Euro II and Euro III technology which have not been through upgrade processes for buses with Euro V technology.

With regard to Transports de Barcelona SA, between 2011 and 2014 work took place to upgrade 161 buses, all of which operate on the regular network –115 of which run on natural gas and 46 being hybrids. The plan to incorporate filters to reduce the emission of particulates and nitrogen oxides has also been completed, with 315 buses being fitted, bringing the total number of vehicles with this technology to 435.

In the case of indirectly managed services, the approval and implementation of the Fleet Renewal Plan 2013-15 and the implementation of improvement plans or operators' contractual obligations involved the upgrading of 107 integrated-service vehicles, of which 13 use diesel-electric hybrid technology, and 16 non-integrated-service vehicles between 2011 and early 2015.In parallel, the plan to incorporate filters to reduce the emission of particulates and nitrogen oxides has been implemented, affecting a total of 171 buses.

The incorporation of hybrid (diesel-electric or gas-electric) and electric vehicles reflects the AMB's commitment to protect the environment. Reducing fossil fuel consumption by around 25% in hybrid vehicles –and 100% in electric vehicles– has beneficial effects, both from the point of view of not using non-renewable fuels and from the consequent reduction in polluting emissions.

Transports de Barcelona SA has increased the number of hybrid buses on the road from 21 in 2011 (2% of the fleet) to 132 in 2014 (12.3% of the fleet) and has brought in its first 100% electric buses –the first in 2013 and two more in 2014.

With regard to indirectly managed services, in 2011 the first seven hybrid buses were added, representing 1% of the fleet. As at the first quarter of 2015, there were 21 hybrid vehicles in service, representing 3.1% of the total.

In 2007, the Metropolitan Transport Authority became the first public authority in Spain to be awarded the Certificate of Public Passenger Transport Service Quality by AENOR (the Spanish Association for Standardisation and Certification), in line with European standard UNE-EN 13816. During the period 2011-14, the AMB's Transport and Mobility Department continued to check the quality levels of indirectly managed services, adhering at all times to AENOR's health and safety criteria.

Customer Satisfaction Index (ISC)
This measures quality as perceived by users. It is obtained from surveys carried out with bus service users. During the period 2011-14, a total of 20,300 surveys were conducted.




Punctuality index (IP)
This measures how well bus services adhere to the timetable. This is calculated by analysing the records of times that buses go through each bus stop. During the period 2011-14, a total of 18.5 million records were obtained showing times of buses going through bus stops.




Bus quality index (IQA)
This measures the observable quality of the inside and outside of the bus. It is obtained from checking vehicles using the "mystery shopper" technique. During the period 2011-14, a total of 4,564 monitoring visits were carried out on vehicles.




Bus-stop quality index (IQP)
This evaluates different aspects of the quality of bus stops, including information, maintenance, cleaning and placement. During the period 2011-14, a total of 19,042 bus-stops were assessed.

Service provision quality index (QPS)
This measures different aspects of quality relating to the Aerobús service –such as queues, overcrowding or seated passengers–, using indicators derived from in-situ observations. During the period 2011-14, a total of 144 monitoring visits were carried out.

The results from this field work were used to determine a set of financial incentives or penalties applied to payments for management contracts in place with the different operating companies of the indirectly managed services. Thus, for all new contracts, assessment of quality is based on the successful bidding company's commitment to comply with a minimum level for each of the established indicators.

The AMB's Transport and Mobility Department work in regard to checking the quality of operators of indirectly managed services has been certified by AENOR through the "AENOR N" mark of certified service in public passenger transportation. 

The objective of TMB (Transports Metropolitans de Barcelona) is to make the metro network completely accessible. In late 2014, accessibility of more than 86% was achieved for the various stations, and work is continuously underway to reach 100%

Improvement of the service also entails renovation of infrastructure and rolling stock. Thus, during the period from 2011-2014, the following actions were undertaken:

• Full rehabilitation of five stations (Artigues/Sant Adrià, Bellvitge, Glòries, Sant Ildefons, and Santa Coloma).
• Adaptation works for eight stations (Bogatell, Catalunya, Fabra i Puig, Fontana, Joanic, Llacuna, Marina, and Virrei Amat).
• Remodelling of the interchange station of Rodalies Renfe at Arc de Triomf.
• Improved access to the stations of Passeig de Gràcia, linked to the expansion of the ADIF vestibule, and of Plaça Espanya.

In addition to performing various operations to modernize complementary facilities, tunnels and tracks that, despite lack of visibility, have a lot of influence on the quality and reliability of the service, other activities for improvement have also been carried out which are quite noticeable for users of the network, including the remodelling of 14 trains, the introduction of a new real video system for the dissemination of information (with information about public transit, along with general informative and practical content to improve one's journey), or the implementation of mobile phone coverage throughout the network.

During the period from 2011 to 2015, IMET has continuously worked to improve standards and to comply with the Metropolitan revisions in order to improve the overall quality of the service through the following lines of work:

• The range of vehicles accessible by professionals has been expanded with the incorporation of compact vehicles, sedans, and the first electric vehicles; the aim has been to diversify the fleet of taxis and to adapt them to the needs of those who use them.
• An average of 1,200 vehicles each year have been renewed.
   
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• Currently, 100% of the taxi fleet come equipped with a printer for producing receipts. The system and content of the receipt issued provides a guarantee for users of the service.
• 87% of the taxi vehicle have safety equipment connected to the emergency number 112. IMET has invested approximately 400,000 Euros to subsidize this equipment, resulting in the installation of 9,119 sets of security equipment.
• By authorizing the first 100% electric vehicles (E6 BYD, e-NV200, and Leaf) starting in 2012, IMET began a strategy to promote electric mobility in the metropolitan area, along with the other departments of the AMB.
• 7-seater vehicles have been incorporated in the following models: Seat Alhambra, Citroën C8, Opel Zafira, Fiat Scudo, Mercedes Viano, Volkswagen Caddy, and Volkswagen Caravelle.
• Currently, the fleet of taxis operating in the metropolitan area includes some 879 7-seater vehicles, as well as 75 vehicles adapted to the needs of the disabled.

IMET has implemented various undertakings to increase the interest of taxi drivers in saving energy and using alternative fuels and technologies which are environmentally sustainable.

• It has also promoted the introduction of fuel and technological alternatives to diesel, such as biodiesel, LPG, hybrids, and natural gas.
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• Alongside the introduction of electric vehicles, IMET has organized training and promotional workshops for professionals, such as the event "Everything is ready for electric taxis", in collaboration with the City Council of Barcelona, and the planning of practical sessions arranged by Nissan to familiarize taxi drivers with the advantages of electric vehicles.
• In collaboration with the Catalan Energy Institute (ICAEN), efficient driving courses have been organized for taxi drivers to adopt the best practices and in order to modify their driving styles and habits to reduce fuel consumption.
• Also in collaboration with ICAEN, calls have been made for subsidies to purchase of efficient vehicles in accordance with the plan to improve the efficiency of vehicles used intensively for tourism purposes throughout the urban areas of Catalonia.
• During the period from 2011 to 2015, IMET took part in the drafting and implementation of the Sustainability plan for the Barcelona Metropolitan Area (PSAMB), the Directive Mobility Plan for the Metropolitan Region of Barcelona, the European AIR Project, as well as promoting the use of alternative fuels and efficient vehicles.
• The Directorate General of Environmental Quality of the Government of Catalonia has awarded the taxi fleet using alternative energy and technologies the Seal of Environmental Quality for the fleet of environmentally friendly vehicles.

More information
Meeting "Tot a punt per al taxi elèctric"

As for the network of taxi stops, IMET has concentrated its efforts on the renovation and optimization of said network, with the aim of effectively improving the service provided to the public. This operation involved collaboration with professional associations of the taxi industry, individual cab drivers, and neighbourhood organizations, while also taking into account the requests of hospitals, cultural centres, and shopping areas. Among other things, the following have been carried out:

• Field work has been done to upgrade the network of stops which involved the revision of their location by either moving them or creating new ones when deemed necessary, as well as the mapping and registration thereof to enable online consultation.
• With regard to the municipality of Barcelona, 26 new stops at various hotels throughout the city have been created and signposted. This plan has also spread to other metropolitan municipalities.
• The collaboration between the City Council of Barcelona, AMB, IMET, and ADIF has enabled the creation of a new stop for 60 taxis at the Plaça de Joan Peiró, in order to provide service to the main entrance of the Sants Station. At this same location, the signs for the passenger unloading areas have also been improved.
• A stop with 34 spaces has been created at the junction between the Passeig Marítim in Barceloneta and Ramon Trias Fargas street to accommodate the nightlife of Vila Olímpica.

IMET has organized training sessions regarding Taxi Regulations and the operation of taximeters and rates geared towards members of the Mossos d'Esquadra (regional police) and the police forces of certain metropolitan municipalities. Attendance at periodic meetings has also been reinforced with organizers of major events, such as Fira de Barcelona and Port de Barcelona, with the aim of adapting the service offer to situations of specific demand. Lastly, IMET has coordinated occasional activities with the local police to control and monitor the service.

Below is an overview of some of the other actions undertaken with this line of work:

• Inspections at the Barcelona airport have been bolstered to monitor the application of the current tariff regime and prevent abusive charges.
• Checks and controls in tourist areas have been intensified to prevent tourists from paying abusive charges.
• An information campaign has been conducted to raise awareness about the prohibition of manual receipts.
• Night inspections have been performed in conjunction with the Urban Police of Barcelona in order to prevent intrusions.
• Various locations of the metropolitan area have been inspected to control and correct various problems with radio broadcasters and taxi operators at the stops.
• Meetings have been held with the major hotels in order to collect complaints about the taxi service and to put an end to commission practices.
• Various routes have been proven, at the request of the Sanctions Department, to serve as expert evidence in disciplinary proceedings.
• Work has been carried out jointly with the Technical Office to assess various suggestions for changes in taximeters, rates, and other mandatory taxi elements.
  
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IMET has worked on several fronts to improve the promotion of the taxi service, as well as institutional communication with taxi drivers and users of the service. The ongoing relationship with the metropolitan media has been strengthened in order to report on actions and undertakings promoted by the IMET. The Taxi Magazine has been published to communicate specialized topics which are of interest to those in the sector. Additionally, and in collaboration with the AMB Department of Communication, articles and reports on themes related to the taxi industry have been published in a variety of media.

As for electronic media, during this mandate information provided by IMET has been integrated in the new Taxi website, and the aforementioned site has been improved as a space for exchanging information about the supply and demand of licenses and paid staff.

Work has also been carried out to strengthen external communication and to provide answers to questions raised by both taxi drivers and passengers through the use of a suggestion box or contact and complaint forms via the web portal.

During this period an average of 102,650 SMS each year have been sent to the mobile phones of taxi drivers to inform them about any incidents or events that could affect service.


More information
Taxi

Promotion of the taxi services has been improved through the installation of informational signs with the approximate prices of frequent routes in areas with high demand for services, as well as with information about the AMB Taxi Barcelona mobile application.

The signs have been installed primarily in Terminals T1 and T2 of the Barcelona-El Prat Airport (in collaboration with AENA), at the maritime stations of Moll Adossat (in collaboration with the Port of Barcelona), as well as at strategic points of demand for taxis throughout the city of Barcelona (in collaboration with the Barcelona City Council).

At the end of every year, informative brochures and advertising have been published on rates, service features, and the application AMB Taxi Barcelona, which are intended for the tourism offices throughout the metropolitan area.

Finally, IMET participated in the Taxi Fair editions of 2011 and 2013 with its own stand. This fair is a meeting point for the various sectors involved in the taxi industry.

More information
User's advice

During this period, IMET developed and implemented a new computer-based management and execution system for credential examinations for taxi drivers. Among other advantages, the new system can generate a model exam for each candidate and can provide corrections in real time. Furthermore, a written test has also been established to assess one's knowledge of the area, taxi regulations, and linguistic competence. The new system has improved the quality of the schools in charge of training and preparing future taxi drivers, while also streamlining the human resources needed to organize and conduct the tests.

Several organizations have also been authorized to evaluate the proficiency in Catalan or Spanish (European Level B1) of all applicants interested in working as taxi drivers whose first language is neither Catalan nor Spanish .

In the period between 2011 and 2014, a total of 9,940 people registered for the examinations, of which 8,539 took the test and 3,724 were deemed eligible to receive their taxi driver Credentials.

The Metropolitan Ordinance on the Social Pricing establishes 65 as the minimum age for accessing the social pricing system. However, from 2011-2015, AMB continued to renew and sign various agreements with metropolitan city councils in order to extend the benefits offered by the social pricing system to people under this age, setting the minimum age at 60 in some cases. More specifically, there are agreements with the municipalities of:

• Badalona
• Barcelona
• Castelldefels
• Cornellà de Llobregat
• Esplugues de Llobregat
• Gavà
• L'Hospitalet de Llobregat
• Montgat
• Sant Adrià de Besòs
• Sant Boi de Llobregat
• Sant Feliu de Llobregat
• Sant Joan Despí
• Sant Just Desvern
• Santa Coloma de Gramenet
• Tiana
• Viladecans

The AMB has also been responsible for managing and awarding the T12 Card created by the Metropolitan Transportation Authority (ATM). This transport arrangement allows those between the ages of 4 and 13 to have free and unlimited access (regardless of time) to the metropolitan transportation services belonging to the integrated pricing system within the fare zone in which they live.

From 2011 to 2014, approximately 111,000 children living in the metropolitan area of Barcelona applied to enjoy the advantages of this type of ticket, and it is estimated that this figure will rise to 115,000 by the close of the mandate in May 2015.

BENEFICIARIES OF THE T-12 CARD
Municipality	2011	2012	2013	2014
Badalona	3,692	5,211	6,343	7,552
Barcelona	44,696	58,659	67,020	74,905
Castelldefels	530	712	826	971
Cornellà de Llobregat	1,569	2,235	2,900	3,384
El Prat de Llobregat	442	761	981	1,223
Esplugues de Llobregat	660	988	1,277	1,526
Gavà	193	265	330	497
L'Hospitalet de Llobregat	4,713	6,496	7,709	8,943
Montcada i Reixac	409	588	775	960
Montgat	177	265	343	422
Sant Adrià de Besòs	545	781	925	1,095
Sant Boi de Llobregat	785	1,214	1,559	1,903
Sant Feliu de Llobregat	320	462	617	799
Sant Joan Despí	814	1,138	1,370	1,595
Sant Just Desvern	283	373	437	510
Santa Coloma de Gramenet	1,656	2,259	2,804	3,430
Tiana	81	133	176	230
Viladecans	424	605	787	1,000
TOTAL	61,989	83,145	97,179	110,945

More information
 T12 Card