THE MOBILITY STATEMENT

ACT is committed to ensuring the quality of public transit services

The goals, as defined in the ACT Mobility Statement, are to:

• Publicize ACT's mobility services as well as those of its business partners in the cities and province of Reggio Emilia, and provide all relevant information for taking advantage of these services
• Identify those factors that determine the quality of the services ACT provides
• Outline the results ACT has achieved and formulate goals for future improvement
• Guarantee the transparency of our operations

The ACT Mobility Statement is much more than a description of what ACT is and what it does. It is ACT’s commitment to the public we serve and our way of ensuring quality public transit in Reggio Emilia and the province.

The Statement is the clearest, most direct way ACT can pledge, year after year, to meet our obligations and satisfy our collective mobility needs, with the resources available to us.

ACT is committed to maintaining its promise to reach the Statement's quality standards. We are also open to receiving feedback concerning any needs that may arise in the future and to collecting and analyzing information, comments and judgments about all aspects of our service. Year after year, this feedback, whether positive or negative, will be taken into consideration to improve existing services and plan new ones.

ACT and its partner companies invite everyone to actively participate in improving our services by making requests, offering observations and contributing suggestions.

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Information on the Mobility Statement

The Mobility Statement is the document that regulates the relationship between public transit service companies and the citizens who use them.

Based on the national Public Service Contract guaranteeing all government services and protocols, the Mobility Statement is a blueprint for improving mobility services year after year.

Drawn up in accordance with the regulations governing the transportation sector, the Mobility Statement is a precious tool for “navigating” through the ACT organization and the services it provides.

The following legalregulations form the basis of the Mobility Statement:

• Law no. 400 dated 23 August 1988 entitled, “Dispositions on Governmental Activities and on the Organization of the Presidency of the Council of Ministers”
• Directive issued by the President of the Council of Ministers dated 27 January 1994 and entitled, “General Principles for Providing Public Services”
• A decree from the Ministry of Public Services dated 31 March 1994 and entitled, “Code of Behavior for Government Employees”
• Legal Decree no. 163 dated 12 May 1995 entitled, “Urgent Measures for Simplifying Administrative Procedures and for Improving the Efficiency of Local Governments”, which was subsequently converted into Law no. 273 on 11 July 1995
• Decree issued by the President of the Council of Ministers dated 30 December 1998 and entitled, “General Reference Guidelines for Government Service Statements in the Transportation Sector”
• A directive issued by the President of the Council of Ministers dated 27 January 1994, and a decree issued by the President of the Council of Ministers dated 30 December 1998 and entitled, “Instructions for Drawing Up the Statement”
• Law no. 281 dated 30 July 1998 and entitled, “Regulations Regarding the Rights and Duties of Consumers and Users”

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Principles Expressed in the Statement

With the Mobility Statement, ACT commits itself to abiding by the following principles (as expressed in a Decree issued by the President of the Council of Ministers dated 30 December 1998):

• Equality and Impartiality
  Offer services that are accessible to everyone regardless of nationality, sex, race, language, religion or political opinions; guarantee equal treatment to users of different categories and types, regardless of where they come from. In this regard, the Agency has added a commitment to improve access to its services and infrastructures by the disabled and the elderly.

• Continuity
  Guarantee continuous, regular transit services (except in cases of interruption beyond the Agency’s control) and offer substitute services in case of necessity or scheduled interruptions, as well as, provide basic services and timely advance notice in case of labor strikes (and in any event, take all necessary measures to reduce the impact on and inconvenience to users).

• Participation
  Improve and encourage user participation, including organized representation, in order to protect their right to proper service; recognize our customers' right to participate in constructive dialogue concerning the service, including forms of organized user representation; guarantee users the opportunity to provide feedback, file complaints and offer suggestions for improving the service; and periodically conduct professional surveys to measure users' levels of satisfaction with the services.

• Efficiency and effectiveness
  Adopt all appropriate technical, operational and organizational measures required to improve the efficiency and effectiveness of the services offered, to the extent permitted by the resources at the Agency’s disposal. Provide personnel with training concerning professional standards of behavior toward users and, in particular, propriety and courtesy.

• Freedom of choice
  Favor people’s right to travel, promote programs facilitating the freedom to choose between diverse forms of transportation (rail, city and out-of-town public transit, electric cars, innovative services), diversify the services offered, and plan timetables, traffic volume and quality (including coordination among different mobility providers) to meet the real needs and expectations of our citizens.

• Respect for the environment
  Continuously improve environmental performance through policies that emphasize sustainable development.

• Transparency
  Promote transparency throughout Agency management and across all levels of service offered, by publishing the Mobility Statement and publicizing the information it contains.

Given its importance in fostering a dialogue with our citizens and riders, ACT is committed to effectively distributing the Mobility Statement to the public.

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Download the Mobility Statement

You can download the entire document or only the chapters you are interested in, as shown on the following table:

	File to be downloaded:	Size:
	The Mobility Statement (Complete document)	700 KB
	Information on the Mobility Statement	64 KB
	The ACT Group	76 KB
	ACT services	136 KB
	General Conditions of Transportation	64 KB
	Tickets	72 KB
	Railway Passenger Transport Service	168 KB
	AE: Local Public Transit by Motor Vehicle	48 KB
	Specialized Services	244 KB
	ACT and the Environment	52 KB
	Communication with Users	60 KB
	The ACT Quality System	80 KB
	The Users’ Consulting Committee	48 KB