Introduction

Transport is fundamental to our economy and society. Mobility is vital for the internal market and for the quality of life of citizens as they enjoy their freedom to travel. One of the critical success factors for mobility is the possibility that information relating to travel can be accessed, understood and used. This relies on the availability of accessible and usable, adequate and interoperable multi-modal trip information for planning and making a journey.

Ineffective user communications in many situations result in a number of users unable to travel independently. Providing services that can be easily accessed, understood and used benefits a wide range of users including young persons, persons with disabilities, older persons and persons who cannot read for various reasons (for example, due to not being a user of the language used, intellectual disability, or illiteracy) who are an important part of the users of the public transportation means. The rationale for Universal Design is that user communications are more accessible and usable by the widest range of users, without the need for additional adaptation or specialized design. It should be possible to use assistive devices when needed.

Procurement and in particular public procurement can play a key role in ensuring a sustainable and inclusive society. It is a requirement in the public procurement process to take into account accessibility criteria for persons with disabilities or design for all users in the transport sector¹. Applying a Universal Design approach can support meeting these requirements and extend the range of users and support innovation and sustainable development.

The term ‘user’ is used throughout this document. A ‘user’, in the context of this document, is a person who interacts with communications provided by transport services providers. It includes; a person who avails of a transport service (a passenger or a customer); a person who will potentially avail of a transport service; a person acting on behalf of another person who will (potentially) avail of a transport service; and a person interacting with transport communications for other reasons (such as to determine when a person who is availing of a transport service arrives at a station). Therefore the term ‘user’ is broader than the term ‘customer’ – it could be any member of the public

‘User communications’ does not include communications within a transport services provider’s organization, nor communications between transport services providers and contractors or state agencies.

Communication, in the context of this document, includes one-way communication – (the provision of) information.

BS EN 17478:2021

Transport Services. Customer communications for passenger transport services. A Universal Design approach

Current

Published:

28 Feb 2022