ORGANIZATION AND COMPANY POLICY

Customer satisfaction is a primary objective of Trieste Trasporti: particular attention is being placed on the residents of the areas serviced by local public transport, on the company’s compliance to current legislation on environment and health and security of employees in the workplace, and on the ongoing improvement of environmental sustainability and pollution prevention through the allocation of the necessary human and financial resources.

The company’s management intends to maintain the same standards necessary to obtain the integrated Quality-Environment-Safety Certification, stating Trieste Trasporti shares best practices with fellow companies and partners of the Arriva Group/Deutsche Bahn.

The Quality Assurance, Environment, and the workers’ Health and Safety Management systems are the instruments the Company uses to obtain these strategic goals and to implement its Policy.

QUALITY ASSURANCE

The Quality Committee and the Quality Process Management intend to improve the monitoring process by reviewing current indicators and including new instruments of control and analysis in order to comply with current regulations.

The certification systems Management ensures that “department” indicators are identifiable, available for consultation and published, same as process indicators, in order for the staff to be able to perform monthly checks on working performances and the corresponding economic criteria that need to be met at the end of the year according to the tables included in the Objective Premium Agreement.

Objectives:

In order to achieve the goals agreed upon, the Company intends to:

• increasingly improve integration within the Quality System of International Standards for Environmental Management ISO 14000 and Health and Safety Standards OHSAS 18000;
• increase the involvement of company staff, in order to improve circulation of information to and from the Certification Management System, in order to collect and record all those initiatives and activities carried out in every single department and aimed at improving the service quality.

ENVIRONMENT – SUSTAINABILITY

Trieste Trasporti, along the lines of the UNI EN ISO 14001:2004 International Standards, intends to maintain and further develop its policy aimed at raising the whole organization’s awareness about environmental management issues.

Also, the Company intends to make all information concerning its environmental issues available to the public through the media and by any means suitable to this end.

Objectives:

The Company intends to:

• comply with current European, national, regional and local legislation and regulations governing its field of activities;
• guarantee ongoing care for the environment in all its aspects (air, soil, subsoil, water and noise), for the social context of the local territory, the resources the company employs, the refuse disposal and the endeavour to reduce the emissions produced by its activities;
• set up the appropriate instrumentation for monitoring and measurement of the environmental impact, by periodical assessments and processing of results, employing the best available and economically more viable technology and identifying emergency planning measures, procedures and operating instructions in case of accidents possibly causing environmental hazards;
• implementing environmental training to ensure that staff, both in-house and driving, is quickly informed, appropriately trained, and fully aware of environmental issues;
• endorse a purchasing policy calling for environmentally-friendly supplies, streamlining the use of office material and encouraging the purchase of eco-friendly material.

HEALTH AND SAFETY

Management of Health and Safety for the workers relies on participation by the whole staff, and is based on the principle that prevention must always be central to any working activity, since its very first stages. The Company’s goal is the protection of every single member of staff by reducing risk at source, therefore reducing the chances of accidents occurring, and guaranteeing effective response to emergencies inside and outside the workplace. The company’s management is fully committed to pursue the improvement of health and safety in the working place as a crucial element of its activities, an allegiance strategic for the achievement of the company’s scope. To reach this goal, Trieste Trasporti will make sure all the necessary resources are made available.

Objectives:

The Company intends to:

• carefully consider all aspects of safety in the workplace whenever new activities are planned or existing operations revised;
• train, inform, raise awareness in and empower all levels of staff on Health and Safety in the workplace;
• have the whole company structure involved – each member of staff in his/her own field of work and with his/her specific expertise – in reaching the goal of safety in the workplace, in order to:
  • make sure the company management is keyed to prevent accidents, injuries and professional diseases;
  • ensure all workplaces and company procedures are designed to make health and safety hazard control measures possible, as well as keeping the health of workers and third parties and the safety of the company’s assets and of the whole community around the company’s area of influence at the top of the agenda;
  • guarantee that all workers are informed about work-related risk and appropriately trained and updated on the specific hazards involved in their field of work;
  • promote and develop cooperation inside and outside the workplace in matters related to Health and Safety;
  • ensure the company’s activities comply with current European, national, regional and local legislation and regulations and to the company Health and Safety standards;
  • guarantee that emergencies are handled in compliance with existing procedures.

D. LGS. (legislative decree) n. 231/2001 of the Italian legislation

The Model of Organization is currently being upgraded, in compliance with the new Consolidated Act provisions in matters of Safety. So is the development and integration of procedures, in compliance with DLgs n. 231/01. The ISO 9001 and 14001 standards are the most appropriate context to be able to comply with the decree’s provisions for a “crime prevention system” while implementing the Model of Organization.

Moreover, the Safety Certification, as per the OHSAS 18001:2007 provisions, allows compliance to the Safety Consolidated Act regulations (art. 30), referring back to D.Lgs. n. 231 of the Italian Law.

EDUCATION AND TRAINING

Investment in the selection and training of human resources, given the kind of service Trieste Trasporti provides, is crucial: it is through people that quality is established, first and foremost, only later to be reinforced by legislation and in-house regulations.

Among the training activities provided by Trieste Trasporti, the staff basic training and continuing education about the provisions of Legislative Decree n. 81/08 are crucial, not only to raise awareness among workers, but also to keep up with the continuous adjustments to legislation.

After assessments are carried out on the basis of the indicators from registration and monitoring data of past cycles of training, the results are evaluated in view of future planning of more specific staff training, within the company’s policy of providing ad-hoc training according to changing requirements.

SERVICE CHARTER

The Service Charter for the current year is drafted both in Italian and Slovenian, and is made available as a supplement with the two major local newspapers, as well as in a number of city counters and schools.

The Charter is a vital ingredient of the Integrated Management System (IMS), as it guarantees the public is correctly and clearly informed about the company’s most important environmental and Health and Safety issues.

This year’s objectives are consistent both with the IMS indicators and the provisions of the Service Contract, so that a balance is reached between the company’s commitment to quality and its further development.

CUSTOMER SATISFACTON – PUBLIC TRANSPORT QUALITY ASSURANCE

A Customer Satisfaction and Mystery Client survey is carried out every year, with the objective to assess the level of clients’ appreciation and awareness of local public transport, in compliance with the UNI EN 13816 provisions (Public passenger transport – Definition, objectives and measurement of the service quality).

To this end, Trieste Trasporti undertakes to:

• identify implicit and explicit client’s expectations of public transport service quality;
• identify existing quality levels and the areas of potential improvement;
• define objectives in compliance of UNI EN 13816 provisions;
• assess the client’s perception of the service quality;
• develop and implement action plans to reduce imbalance between supplied/perceived quality and expected/perceived quality.

Trieste Trasporti intends to continue the ongoing dialogue with its clients and the passengers’ associations in order to assess their perception and levels of expectation about the service provided by the company.

These data, together with those extracted from the Customer and Mystery Client survey, will allow the company’s management to more precisely assess the customers’ perceptions.

COMPANY POLICY AWARENESS

The Management of Trieste Trasporti intends to raise awareness about its policy and engage the staff in quality assurance, environmental and safety issues, so that they in turn may spread the information about the Company Policy and help other staff at all levels of the organization to understand it.

A copy of this document is displayed in every location workers have access to, in order to ensure widespread coverage. The Policy is also available outside the workplace via the company website, and displayed in the Customer Care Office.