Performance Indicators System For Measure Adequate Service in Public
Transport of Inland Navigation
Monograph Completion
2014
Executive Master Technics and management of inland Navigation
Dax Rösler Andrade
Teacher Advisor: Prof. Ph.D. Nicolas Rigo
INTRODUCTION
Passenger Transport in Brasilian Inland Navigation
• It Happens usually at Amazon Region;
• 9 millions passengers transported per year;
• 5 millions tons transported per year;
• There are about 600 vessels;
• 106 passenger terminals;
• 317 regular lines;
• Empirically, it has low quality service;
THE RESEARCH PROBLEM
How to check if the public transport services of passengers in
inland navigation are adequate and suitable?
Passenger inland navigation has high social
relevance
It is a Public Service delegated to private
companies There are legal
requirements for public service provision However, these requirements
are not well conceptualized
It is not explicit the verification means to identify whether a
service is adequate or not.
Public Administration lacks control mechanisms to ensure correct
delivery of public services
Hypothesis
A system of indicators based on legal criteria for adequate
service, associated to a multi-criteria decision aid, allows us to
evaluate and classify the level of quality in the provision of
public passenger transport services on inland navigation.
THE RESEARCH PROBLEM
Objective
Propose a system of indicators for estimating the activities of
provision of passenger transport on inland waterways based on
achievement of pre-defined criteria and categorized by the
Brazilian legislation on the quality of public services, and be
able to demonstrate the performance of regulated services,
considering such parameters evaluation best practices
observed in this market
1. Define the concepts of proper service under the water
transportation;
2. Set the proper service indicators;
3. Aggregate indicators in a overall index through a multi-
criteria decision method;
4. Test the proposed indicators system in three (3) operators
to check the applicability and validity of the system
Specific Objectives
Focus directed to the vessels, enabling others possible aggregations, like: evaluation
per company, shipping line, river basin, Unit UF-Federation, among others
Overall rate of Adequate
Service
Overall index Company A
Global Index Vessel 1
Global Index Vessel 2
Global Index Vessel 3
Overall index Company B
Global Index Vessel 4
Global Index Vessel 5
Global Index Vessel 6
Overall index Company C
Global Index Vessel 7
Global Index Vessel 8
Global Index Vessel 9
Weighted sum of
vessels’ scores,
based upon the
market share
INDICATORS SYSTEM
REQUIREMENTS OF PUBLIC SERVICES
LEGAL ASPECTS CONSIDERED
1. Generality
2. Continuity
3. Regularity
4. Efficiency
5. Topicality
6. Security
7. Courtesy
8. Modicity of tariffs
9. Comfort
10.Punctuality
11.Environmental preservation
12.Hygiene
Law No. 8.987/1995
Law No. 10.233/2001
Resolution No.
912-ANTAQ/2007
CONCEPTUALIZATION OF THE LEGAL
REQUIREMENTS
Research in administrative law
doctrine
Adaptations for Passenger inland
navigation
Requirements Concepts
1. Generality
2. Continuity
3. Regularity
4. Efficiency
5. Topicality
6. Security
7. Courtesy
8. Modicity of tariffs
9. Comfort
10. Punctuality
11. Environmental
preservation
12. Hygiene
Example: Continuity: Provision of transport services, as well as ancillary services, without interruption, while respecting the operational scheme pre-defined.
9 Users Satisfaction Indicators → Satisfaction Index
15 Operational Performance Indicators → Performance Index
INDICATORS AND INDEXES
SETTING BASES FOR MEASURING THE LEVEL OF
ADEQUATE SERVICE ACCORDING THE LEGAL ASPECTS
Performance Index
Satisfaction Index
Overall Index
DATA SOURCES
Satisfaction Indicators
Users Satisfaction
Survey
Performance Indicators
Operating data sent by the
companies to the authorities
Checklist verified by the authorities
Overall Index
INDICATORS AND INDEXES
INDICATORS OF USERS SATISFACTION
• Formulated from User Satisfaction Survey
• Indicators formed by the percentage of satisfaction attributes and
items collected in the survey
Scale Score
Very Good (very satisfied) 10
Good (satisfied) 7,5
Middle 5
Bad (dissatisfied) 2,5
Very Bad (very dissatisfied) 0
• The set of criteria previously conceptualized as parameters, in some
cases, have been dissociated in items to best represent them
INDICATORS OF USERS SATISFACTION (9) Ín
de
x o
f U
se
r S
ati
sfa
cti
on
CRITERION ITEM ISI
%
CSI
%
GSI
%
SITopicality Conservation status of the vessel
SIComfort Comfort of the vessel (seats, space for nets, cabins, internal
spaces, temperature, noise level)
SIContinuity Number of stops along the journey
Time of the stops along the journey
SICourtesy
Attendance at the ticket purchase (access, queue time, payment
options)
Kindness and education of the crew
SIHigyene
Cleanliness of the boat (toilets, canteen, accommodation, corridors)
Food provided on the vessel
Drinking water provided on the vessel
SIModicity Price of goods sold in the vessel
Ticket price, considering the services offered
SIPunctuality Punctuality (compliance schedules for loading and unloading)
SIRegularity Schedule options, vessels days in this line
SISafety
Assurance regarding assaults and thefts inside the vessel
Safety in driving of the vessel along the journey (maneuvers,
speed)
Guidelines for emergency procedures (emergency exits, use of
lifejackets)
IMPORTANCE OF EACH CRITERION
Criteria Importance Definition
CRITERION IMPORTANCE
INDICATIONS %
Accessibility
Topicality
Comfort
Continuity
Courtesy
Efficiency
Hygiene
Modicity
Punctuality
Environmental preservation
Regularity
Safety
TOTAL
Satisfaction survey will be also used to identify the weights for each
criterion, through questioning the three most important attributes
among a list of twelve (12) pre-defined criteria.
THIS INFORMATION IS
NECESSARY TO RUN
MULTI-CRITERIA ANALISYS
OPERATIONAL PERFORMANCE INDICATORS
Objective variables from operational data:
CRITERION SUBCRITERIA
PIefficiency PIoccupancy páx
PIoccupancy cargo
PImodicity
PIpunctuality
PIenvironmental PI energy efficiency
PIregularity
PIsafety PI páx overcrowding
PI cargo overcrowding
CRITERION / SUB-CRITERION*
PIaccessibility
PItopicality
PIcomfort
PIcourtesy
PIhigyene
PIsolid residues*
PIemergency equipment*
2. Checklist collected by the
authorities (7)
1. Provided directly by operators to
regulators (8)
1. Provided directly by operators to regulators (8)
OPERATIONAL PERFORMANCE INDICATORS
Indicator
Data
Operational Performance Indicator Specification
Criterion Safety
Passenger Overcrowding
Indicator DescriptionPercentage of segments without passenger overcrowding in the reference period.
Unit Percent
Periodicity Monthly
Fórmula for Calculation Passenger Overcrowding Indicator
is the number of occurrence of cargo overcrowding per segment in the reference period
is the number of segments traveled during the reference period
Polarity Maximization
Collection method Electronic data collection
Frequency of collection Per journey
Data Source Computerized with web platform
PI PáxOvercrowding= [1− (NSOpi
NS i
)].100 ,where
PI PáxOvercrowding
NS i
NSOp i
Operational Performance Indicator - Passenger Overcrowding
Example:
Information regarding the number of trips, departures and arrivals, number of passengers and cargo, fuel consumption and prices
Checklist - Passenger Transport in Inland Navigation (Mixed Vessels) Vessel: XXXXXXXXXXX
Company: XXXXXXXXXXXX
YES NO
1 Identified and reserved area for people in wheel chair, according to item 6.2.2 of NBR 15450.
2 Preferred seating for persons with disabilities or reduced mobility, according to item 6.2.3 and 6.2.5 of NBR 15450.
3 Preferred seating for obese people, according to item 6.2.4 of NBR 15450.
4 Accessible health according to item 6.2.7 of NBR 15450.
5 Affordable cabin, according to item 6.2.9 and 6.2.10 of NBR 15450.
6 Audio system on the vessel
7 Video system on the vessel
8 Space with air conditioning (at least 1 space)
9 TV signal on the vessel
10 Internet signal on the vessel
11 Electronic ticketing
12 Sale of electronic Passage (internet)
13 Electronic payment (debit or credit card)
14 Minimum space for hammocks (1m ² pax)
15 Minimum number of toilets, as Table 3-M-2 Normam-02/DPC
16 Minimum number of sinks, as Table 3-M-2 Normam-02/DPC
17 Minimum number of showers, according to table 3-M-2 Normam-02/DPC
18 Minimum space for sanitary units, as shown in Figure 3-M-1, 3-M-4, the Normam-02/DPC, as the case
19 Minimum space for shower units, as shown in Figure 3-M-1, 3-M-4 Normam-02/DPC or, as the case
20 Clearance for access and circulation in the vessel, as habitability requirements specified in Annex-3-M Norman 02/DPC (corridors)
21 Noise Level (%) (fill in the measured accommodation closer to home machines)
22 Staff and crew of the vessel with uniform and badge
23 Informative table (schedule, price, number of the grant, the ombudsman / captaincy / police agency or member of SSTA)
24 Service complaints and suggestions
25 disposable cups
26 Water filter (validity)
27 Dumpsters with lids and plastic bags (bathrooms, deck and kitchen)
28 Liquid soap and paper towels in bathrooms
29 Chef and helper enabled (driver's Food Handler - Department of Health / competent organ)
30 selective garbage collection inside the vessel (containing at least the types "recyclable" and "organic / other"
31 Signage on the vessel directing the correct disposal of waste
32 Proper disposal of waste from travel
33 Life jackets (sufficiency and validity)
34 Orientations for emergency procedures (audio, video)
35 Lifeboats (sufficiency)
36 Internal signage (emergency exits, hallways)
37 First aid service with qualified professional
38 Certificate of Free Practice (ANVISA)
PI Accessibility
PI Topicality
PI Comfort
PI Courtesy
PI Higyene
PI Solid
Residues *
PI Emergency
Equipment *
GENERIC FORMULA
Date of measurement:
XX/XX/XXXX
CRITERION /
SUB-
CRITERION*
ITEMSVERIFICATION
OPERATIONAL PERFORMANCE INDICATORS
2. Checklist collected by the authorities (7)
Compliance and/or delivery
of items in a predefined
checklist
INDEX CRITERION SUBCRITERION
Glo
ba
l In
dex
of
Ad
equ
ate
Ser
viç
e
Índ
ex o
f U
ser S
ati
sfa
ctio
n
SITopicality Conservation status of the vessel
SIComfort
Comfort of the vessel (seats, space
for nets, cabins, internal spaces,
temperature, noise level)
SIContinuity
Number of stops along the journey
Time of the stops along the
journey
SICourtesy
Attendance at the ticket purchase
(access, queue time, payment
options)
Kindness and education of the
crew
SIHigyene
Cleanliness of the boat (toilets,
canteen, accommodation,
corridors)
Food provided on the vessel
Drinking water provided on the
vessel
SIModicity
Price of goods sold in the vessel
Ticket price, considering the
services offered
SIPunctuality Punctuality (compliance schedules
for loading and unloading)
SIRegularity Schedule options, vessels days and
in the line
SISafety
Assurance regarding assaults and
thefts inside the vessel
Safety in driving of the vessel
along the journey (maneuvers,
speed)
Guidelines for emergency
procedures (emergency exits, use
of lifejackets)
Ind
ex o
f O
per
ati
on
al
Per
form
an
ce PIaccessibility
PItopicality
PIcomfort
PIcourtesy
PIefficiency PIoccupancy páx
PIoccupancy cargo
PIhigyene
PImodicity
PIpunctuality
PIenvironmental PI energy efficiency
PIsolid residues
PIregularity
PIsafety
PIemergency equipment
PI páx overcrowding
PI cargo overcrowding
INDICATORS SYSTEM
Full frame of indicators
9 Users Satisfaction Indicators
15 Operational Performance Indicators
Indexes
Satisfaction Index
Performance Index
Global Index
Aggregation of Indicators using
PROMETHEE Method
PROMETHEE methods were designed to handle multi-criteria problems
The solution of a multi-criteria problem depends not only on the basis of
the data included in the assessment, but also the preferences of the
decision-maker
PREFERENCE RANKING ORGANIZATION METHOD FOR
ENRICHMENT OF EVALUATIONS
Software DART allows evaluations using the
PROMETHEE method
BENCHMARKING TOOL
DART Funcionalities:
1. Perform weighted aggregation of indicators
considering specific weights for each criterion;
2. Automatic management of a wide range of
measure units;
3. Identification of best practices in service
delivery, overall and specific to each criterion;
4. Sort on a ranking levels of quality of service;
5. Perform sensitivity analysis by varying the
weights, to identify the robustness of the
results.
PRESENTATION OF THE RESULTS
results includes five (5) sets of information
1. Evaluation table
2. Ranking
3. Robustness
4. Profiles
5. Color Boxes
Screenshot DART - Evaluation table for user satisfaction index
1. Evaluation table (example for satisfaction indicators).
2. Ranking
PRESENTATION OF THE RESULTS
Screenshot DART - Ranking for partial and final index
Classifies the vessels by quality levels, according to each index
selected. This information set can be run individually, meaning that
it is possible to verify only the satisfaction, the performance, or even
the final index, which includes both partial indices.
Figure 9 - Screenshot DART - Robustness analysis, varying 20% in each index
3. Robustness:
PRESENTATION OF THE RESULTS
Analyzes how robust is the preliminary solution,
applying a sensitivity analysis
4. Profiles
PRESENTATION OF THE RESULTS
This set information identifies the performance per criterion for each
vessel in each index. Using this tool, it is possible to verify the benchmark
Example: Screenshot DART - User satisfaction profiles
5. Color Boxes
Classifies the final evaluation in five (5) predefined color levels, regarding
the quality of the services. The major advantage of color boxes is the
simple understanding for users
PRESENTATION OF THE RESULTS
Screenshot DART - Color Boxes for user satisfaction index Quality Label of Transport
PRACTICAL APPLICATION
Objective: verifying the applicability and the feasibility of the indicators
system proposed in this monograph.
Application in three vessels, aiming to measure the quality level of the
service provided
Data used
Satisfaction Indicators
Real data
60 Survey’s
Performance Indicators
“Operational”
Fictitious data
“Checklist”
Fictitious data
Vessel: Vessel 1 Vessel 2 Vessel 3
Line: Manaus (AM) /
Santarém (PA)
Belém (PA) /
Manaus (AM)
Belém (PA) /
Santarém (PA)
Average price: R$ 121.50 R$ 234.00 R$ 155.00
Distance: 756 km 1646 km 830 km
Fuel consumption: 4500 L/per trip 14000 L/per trip 6500 L/per trip
Authorized Trips (month x): 8 4 8
Total passenger transported (month x): 2120 680 1643
Tota cargo transported - t (month x): 2805 540 1060
Delayed Trips (month x): 2 3 5
Total Trips (month x): 8 4 8
Delayed Trips not Punishable (month x): 0 1 0
Passengers capacity: 740 245 280
Cargo capacity (t): 700 200 250
Stopovers: 6 12 7
Number of segments (per trip): 5 11 6
Occurrence of cargo overcrowding: 1 0 0
Occurrence of Passenger overcrowding: 0 1 5
PRACTICAL APPLICATION
Basic data
PRACTICAL APPLICATION
CRITERION ITEM
Ver
y G
oo
d
Go
od
Mid
dle
Ba
d
Ver
y B
ad
TO
TA
L
ITEM
(SII)
CRITERIO N
(SIC)
SITopicality Conservation status of the vessel 4 9 21 19 7 60 43.33% 43.33%
SIComfort Comfort of the vessel (seats, space for nets, cabins, internal spaces, temperature, noise level) 3 13 16 15 13 60 40.83% 40.83%
Number of stops along the journey 13 10 10 15 12 60 48.75%
Time of the stops along the journey 3 14 16 18 9 60 43.33%
Attendance at the ticket purchase (access, queue time, payment options) 10 10 13 13 14 60 45.42%
Kindness and education of the crew 9 11 21 9 10 60 50.00%
Cleanliness of the boat (toilets, canteen, accommodation, corridors) 16 12 12 13 7 60 57.08%
Food provided on the vessel 2 11 18 19 10 60 40.00%
Drinking water provided on the vessel 4 13 18 15 10 60 44.17%
Price of goods sold in the vessel 8 13 15 17 7 60 49.17%
Ticket price, considering the services offered 3 13 16 19 9 60 42.50%
SIPunctuality Punctuality (compliance schedules for loading and unloading) 10 10 13 13 14 60 45.42% 45.42%
SIRegularity Schedule options, vessels days and in this line 16 13 11 9 11 60 55.83% 55.83%
Assurance regarding assaults and thefts inside the the vessel 18 11 13 10 8 60 58.75%
Safety in driving of the vessel along the journey (maneuvers, speed) 7 10 13 18 12 60 42.50%
Guidelines for emergency procedures (emergency exits, use of lifejackets) 15 17 10 7 11 60 57.50%
CRITERION ITEM
Ver
y G
oo
d
Go
od
Mid
dle
Ba
d
Ver
y B
ad
TO
TA
L
ITEM
(SII)
CRITERIO
N (SIC)
SITopicality Conservation status of the vessel 7 19 15 12 7 60 52.92% 52.92%
SIComfort Comfort of the vessel (seats, space for nets, cabins, internal spaces, temperature, noise level) 9 18 16 14 3 60 56.67% 56.67%
Number of stops along the journey 14 13 13 10 10 60 54.58%
Time of the stops along the journey 10 9 21 11 9 60 50.00%
Attendance at the ticket purchase (access, queue time, payment options) 13 15 16 13 3 60 59.17%
Kindness and education of the crew 12 15 10 10 13 60 51.25%
Cleanliness of the boat (toilets, canteen, accommodation, corridors) 7 13 12 12 16 60 42.92%
Food provided on the vessel 10 19 18 11 2 60 60.00%
Drinking water provided on the vessel 10 15 18 13 4 60 55.83%
Price of goods sold in the vessel 7 17 15 13 8 60 50.83%
Ticket price, considering the services offered 9 19 16 13 3 60 57.50%
SIPunctuality Punctuality (compliance schedules for loading and unloading) 14 13 13 10 10 60 54.58% 54.58%
SIRegularity Schedule options, vessels days and in this line 11 9 11 13 16 60 44.17% 44.17%
Assurance regarding assaults and thefts inside the the vessel 8 10 13 11 18 60 41.25%
Safety in driving of the vessel along the journey (maneuvers, speed) 12 18 13 10 7 60 57.50%
Guidelines for emergency procedures (emergency exits, use of lifejackets) 11 7 10 17 15 60 42.50%
CRITERION ITEM
Ver
y G
oo
d
Go
od
Mid
dle
Ba
d
Ver
y B
ad
TO
TA
L
ITEM
(SII)
CRITERIO
N (SIC)
SITopicality Conservation status of the vessel 16 12 12 13 7 60 57.08% 57.08%
SIComfort Comfort of the vessel (seats, space for nets, cabins, internal spaces, temperature, noise level) 4 9 21 19 7 60 43.33% 43.33%
Number of stops along the journey 3 13 16 15 13 60 40.83%
Time of the stops along the journey 2 11 18 19 10 60 40.00%
Attendance at the ticket purchase (access, queue time, payment options) 4 13 18 15 10 60 44.17%
Kindness and education of the crew 8 13 15 17 7 60 49.17%
Cleanliness of the boat (toilets, canteen, accommodation, corridors) 13 10 10 15 12 60 48.75%
Food provided on the vessel 3 14 16 18 9 60 43.33%
Drinking water provided on the vessel 10 10 13 13 14 60 45.42%
Price of goods sold in the vessel 9 11 21 9 10 60 50.00%
Ticket price, considering the services offered 18 11 13 10 8 60 58.75%
SIPunctuality Punctuality (compliance schedules for loading and unloading) 7 10 13 18 12 60 42.50% 42.50%
SIRegularity Schedule options, vessels days and in this line 15 17 10 7 11 60 57.50% 57.50%
Assurance regarding assaults and thefts inside the the vessel 3 13 16 19 9 60 42.50%
Safety in driving of the vessel along the journey (maneuvers, speed) 10 10 13 13 14 60 45.42%
Guidelines for emergency procedures (emergency exits, use of lifejackets) 16 13 11 9 11 60 55.83%
SISafety 47.08%
EVALUATIONSSATISFACTION
INDICATORS (% )
SIHigyene 45.83%
Índ
ex o
f U
ser
Sa
tisf
act
ion
SIContinuity 40.42%
SICourtesy 46.67%
SIModicity 54.38%
SISafety 47.92%
SATISFACTION
INDICATORS (% )
SIHigyene
46.04%
47.71%
47.08%
52.29%
SICourtesy 55.21%
SIModicity
52.92%
54.17%
Vessel: 1
Vessel: 2
Vessel: 3
45.83%
52.92%
SIContinuity
SICourtesy
SIHigyene
SIModicity
SISafety
EVALUATIONS
Índ
ex o
f U
ser
Sa
tisf
act
ion
EVALUATIONSSATISFACTION
INDICATORS (% )
Índ
ex o
f U
ser
Sa
tisf
act
ion
SIContinuity
CRITERION ITEM
Ver
y G
oo
d
Go
od
Mid
dle
Ba
d
Ver
y B
ad
TO
TA
L
ITEM
(SII)
CRITERIO N
(SIC)
SITopicality Conservation status of the vessel 4 9 21 19 7 60 43.33% 43.33%
SIComfort Comfort of the vessel (seats, space for nets, cabins, internal spaces, temperature, noise level) 3 13 16 15 13 60 40.83% 40.83%
Number of stops along the journey 13 10 10 15 12 60 48.75%
Time of the stops along the journey 3 14 16 18 9 60 43.33%
Attendance at the ticket purchase (access, queue time, payment options) 10 10 13 13 14 60 45.42%
Kindness and education of the crew 9 11 21 9 10 60 50.00%
Cleanliness of the boat (toilets, canteen, accommodation, corridors) 16 12 12 13 7 60 57.08%
Food provided on the vessel 2 11 18 19 10 60 40.00%
Drinking water provided on the vessel 4 13 18 15 10 60 44.17%
Price of goods sold in the vessel 8 13 15 17 7 60 49.17%
Ticket price, considering the services offered 3 13 16 19 9 60 42.50%
SIPunctuality Punctuality (compliance schedules for loading and unloading) 10 10 13 13 14 60 45.42% 45.42%
SIRegularity Schedule options, vessels days and in this line 16 13 11 9 11 60 55.83% 55.83%
Assurance regarding assaults and thefts inside the the vessel 18 11 13 10 8 60 58.75%
Safety in driving of the vessel along the journey (maneuvers, speed) 7 10 13 18 12 60 42.50%
Guidelines for emergency procedures (emergency exits, use of lifejackets) 15 17 10 7 11 60 57.50%
CRITERION ITEM
Ver
y G
oo
d
Go
od
Mid
dle
Ba
d
Ver
y B
ad
TO
TA
L
ITEM
(SII)
CRITERIO
N (SIC)
SITopicality Conservation status of the vessel 7 19 15 12 7 60 52.92% 52.92%
SIComfort Comfort of the vessel (seats, space for nets, cabins, internal spaces, temperature, noise level) 9 18 16 14 3 60 56.67% 56.67%
Number of stops along the journey 14 13 13 10 10 60 54.58%
Time of the stops along the journey 10 9 21 11 9 60 50.00%
Attendance at the ticket purchase (access, queue time, payment options) 13 15 16 13 3 60 59.17%
Kindness and education of the crew 12 15 10 10 13 60 51.25%
Cleanliness of the boat (toilets, canteen, accommodation, corridors) 7 13 12 12 16 60 42.92%
Food provided on the vessel 10 19 18 11 2 60 60.00%
Drinking water provided on the vessel 10 15 18 13 4 60 55.83%
Price of goods sold in the vessel 7 17 15 13 8 60 50.83%
Ticket price, considering the services offered 9 19 16 13 3 60 57.50%
SIPunctuality Punctuality (compliance schedules for loading and unloading) 14 13 13 10 10 60 54.58% 54.58%
SIRegularity Schedule options, vessels days and in this line 11 9 11 13 16 60 44.17% 44.17%
Assurance regarding assaults and thefts inside the the vessel 8 10 13 11 18 60 41.25%
Safety in driving of the vessel along the journey (maneuvers, speed) 12 18 13 10 7 60 57.50%
Guidelines for emergency procedures (emergency exits, use of lifejackets) 11 7 10 17 15 60 42.50%
CRITERION ITEM
Ver
y G
oo
d
Go
od
Mid
dle
Ba
d
Ver
y B
ad
TO
TA
L
ITEM
(SII)
CRITERIO
N (SIC)
SITopicality Conservation status of the vessel 16 12 12 13 7 60 57.08% 57.08%
SIComfort Comfort of the vessel (seats, space for nets, cabins, internal spaces, temperature, noise level) 4 9 21 19 7 60 43.33% 43.33%
Number of stops along the journey 3 13 16 15 13 60 40.83%
Time of the stops along the journey 2 11 18 19 10 60 40.00%
Attendance at the ticket purchase (access, queue time, payment options) 4 13 18 15 10 60 44.17%
Kindness and education of the crew 8 13 15 17 7 60 49.17%
Cleanliness of the boat (toilets, canteen, accommodation, corridors) 13 10 10 15 12 60 48.75%
Food provided on the vessel 3 14 16 18 9 60 43.33%
Drinking water provided on the vessel 10 10 13 13 14 60 45.42%
Price of goods sold in the vessel 9 11 21 9 10 60 50.00%
Ticket price, considering the services offered 18 11 13 10 8 60 58.75%
SIPunctuality Punctuality (compliance schedules for loading and unloading) 7 10 13 18 12 60 42.50% 42.50%
SIRegularity Schedule options, vessels days and in this line 15 17 10 7 11 60 57.50% 57.50%
Assurance regarding assaults and thefts inside the the vessel 3 13 16 19 9 60 42.50%
Safety in driving of the vessel along the journey (maneuvers, speed) 10 10 13 13 14 60 45.42%
Guidelines for emergency procedures (emergency exits, use of lifejackets) 16 13 11 9 11 60 55.83%
SISafety 47.08%
EVALUATIONSSATISFACTION
INDICATORS (% )
SIHigyene 45.83%
Índ
ex o
f U
ser
Sa
tisf
act
ion
SIContinuity 40.42%
SICourtesy 46.67%
SIModicity 54.38%
SISafety 47.92%
SATISFACTION
INDICATORS (% )
SIHigyene
46.04%
47.71%
47.08%
52.29%
SICourtesy 55.21%
SIModicity
52.92%
54.17%
Vessel: 1
Vessel: 2
Vessel: 3
45.83%
52.92%
SIContinuity
SICourtesy
SIHigyene
SIModicity
SISafety
EVALUATIONS
Índ
ex o
f U
ser
Sa
tisf
act
ion
EVALUATIONSSATISFACTION
INDICATORS (% )
Índ
ex o
f U
ser
Sa
tisf
act
ion
SIContinuity
CRITERION ITEM
Very
Go
od
Go
od
Mid
dle
Ba
d
Very
Ba
d
TO
TA
L
ITEM
(SII)
CRITERIO N
(SIC)
SITopicality Conservation status of the vessel 4 9 21 19 7 60 43.33% 43.33%
SIComfort Comfort of the vessel (seats, space for nets, cabins, internal spaces, temperature, noise level) 3 13 16 15 13 60 40.83% 40.83%
Number of stops along the journey 13 10 10 15 12 60 48.75%
Time of the stops along the journey 3 14 16 18 9 60 43.33%
Attendance at the ticket purchase (access, queue time, payment options) 10 10 13 13 14 60 45.42%
Kindness and education of the crew 9 11 21 9 10 60 50.00%
Cleanliness of the boat (toilets, canteen, accommodation, corridors) 16 12 12 13 7 60 57.08%
Food provided on the vessel 2 11 18 19 10 60 40.00%
Drinking water provided on the vessel 4 13 18 15 10 60 44.17%
Price of goods sold in the vessel 8 13 15 17 7 60 49.17%
Ticket price, considering the services offered 3 13 16 19 9 60 42.50%
SIPunctuality Punctuality (compliance schedules for loading and unloading) 10 10 13 13 14 60 45.42% 45.42%
SIRegularity Schedule options, vessels days and in this line 16 13 11 9 11 60 55.83% 55.83%
Assurance regarding assaults and thefts inside the the vessel 18 11 13 10 8 60 58.75%
Safety in driving of the vessel along the journey (maneuvers, speed) 7 10 13 18 12 60 42.50%
Guidelines for emergency procedures (emergency exits, use of lifejackets) 15 17 10 7 11 60 57.50%
CRITERION ITEM
Very
Go
od
Go
od
Mid
dle
Ba
d
Very
Ba
d
TO
TA
L
ITEM
(SII)
CRITERIO
N (SIC)
SITopicality Conservation status of the vessel 7 19 15 12 7 60 52.92% 52.92%
SIComfort Comfort of the vessel (seats, space for nets, cabins, internal spaces, temperature, noise level) 9 18 16 14 3 60 56.67% 56.67%
Number of stops along the journey 14 13 13 10 10 60 54.58%
Time of the stops along the journey 10 9 21 11 9 60 50.00%
Attendance at the ticket purchase (access, queue time, payment options) 13 15 16 13 3 60 59.17%
Kindness and education of the crew 12 15 10 10 13 60 51.25%
Cleanliness of the boat (toilets, canteen, accommodation, corridors) 7 13 12 12 16 60 42.92%
Food provided on the vessel 10 19 18 11 2 60 60.00%
Drinking water provided on the vessel 10 15 18 13 4 60 55.83%
Price of goods sold in the vessel 7 17 15 13 8 60 50.83%
Ticket price, considering the services offered 9 19 16 13 3 60 57.50%
SIPunctuality Punctuality (compliance schedules for loading and unloading) 14 13 13 10 10 60 54.58% 54.58%
SIRegularity Schedule options, vessels days and in this line 11 9 11 13 16 60 44.17% 44.17%
Assurance regarding assaults and thefts inside the the vessel 8 10 13 11 18 60 41.25%
Safety in driving of the vessel along the journey (maneuvers, speed) 12 18 13 10 7 60 57.50%
Guidelines for emergency procedures (emergency exits, use of lifejackets) 11 7 10 17 15 60 42.50%
CRITERION ITEM
Very
Go
od
Go
od
Mid
dle
Ba
d
Very
Ba
d
TO
TA
L
ITEM
(SII)
CRITERIO
N (SIC)
SITopicality Conservation status of the vessel 16 12 12 13 7 60 57.08% 57.08%
SIComfort Comfort of the vessel (seats, space for nets, cabins, internal spaces, temperature, noise level) 4 9 21 19 7 60 43.33% 43.33%
Number of stops along the journey 3 13 16 15 13 60 40.83%
Time of the stops along the journey 2 11 18 19 10 60 40.00%
Attendance at the ticket purchase (access, queue time, payment options) 4 13 18 15 10 60 44.17%
Kindness and education of the crew 8 13 15 17 7 60 49.17%
Cleanliness of the boat (toilets, canteen, accommodation, corridors) 13 10 10 15 12 60 48.75%
Food provided on the vessel 3 14 16 18 9 60 43.33%
Drinking water provided on the vessel 10 10 13 13 14 60 45.42%
Price of goods sold in the vessel 9 11 21 9 10 60 50.00%
Ticket price, considering the services offered 18 11 13 10 8 60 58.75%
SIPunctuality Punctuality (compliance schedules for loading and unloading) 7 10 13 18 12 60 42.50% 42.50%
SIRegularity Schedule options, vessels days and in this line 15 17 10 7 11 60 57.50% 57.50%
Assurance regarding assaults and thefts inside the the vessel 3 13 16 19 9 60 42.50%
Safety in driving of the vessel along the journey (maneuvers, speed) 10 10 13 13 14 60 45.42%
Guidelines for emergency procedures (emergency exits, use of lifejackets) 16 13 11 9 11 60 55.83%
SISafety 47.08%
EVALUATIONSSATISFACTION
INDICATORS (% )
SIHigyene 45.83%
Índ
ex
of
Use
r S
ati
sfa
cti
on
SIContinuity 40.42%
SICourtesy 46.67%
SIModicity 54.38%
SISafety 47.92%
SATISFACTION
INDICATORS (% )
SIHigyene
46.04%
47.71%
47.08%
52.29%
SICourtesy 55.21%
SIModicity
52.92%
54.17%
Vessel: 1
Vessel: 2
Vessel: 3
45.83%
52.92%
SIContinuity
SICourtesy
SIHigyene
SIModicity
SISafety
EVALUATIONS
Índ
ex
of
Use
r S
ati
sfa
cti
on
EVALUATIONSSATISFACTION
INDICATORS (% )
Índ
ex
of
Use
r S
ati
sfa
cti
on
SIContinuity
User Satisfaction Indicators
ITEM
(PII)
CRITERION
(PIC)
ITEM
(PII)
CRITERION
(PIC)
ITEM
(PII)
CRITERION
(PIC)
PIoccupancy páx 33.68% 64.46% 80.37%
PIoccupancy cargo 49.20% 65.49% 52.21%
PIenvironmental PI energy efficiency 97.94% - 72.67% - 88.54% -
PI páx overcrowding 100.00% 97.73% 89.58%
PI cargo overcrowding 97.50% 100.00% 100.00%
100.00%
0.1868
37.50%
100.00%
PIsafety
CRITERION ITEM
PImodicity 0.1607
PIpunctuality 87.50%
PIregularity 100.00%
-
VESSEL 1 VESSEL 2 VESSEL 3
64.98%
-
66.29%
-
0.1422
50.00%
PIefficiency 41.44%
PRACTICAL APPLICATION Performance Indicators – Operational Data
The construction of these Indicators uses only basic data
CRITERION ITEMS YES NOCRITERIO N
(PI)YES NO
CRITERIO N
(PI)YES NO
CRITERIO N
(PI)
1 Identified and reserved area for people in wheel chair, according to item 6.2.2 of NBR 15450. X X X
2 Preferred seating for persons with disabilities or reduced mobility, according to item 6.2.3 and 6.2.5 of NBR 15450. X X X
3 Preferred seating for obese people, according to item 6.2.4 of NBR 15450. X X X
4 Accessible health according to item 6.2.7 of NBR 15450. X X X
5 Affordable cabin, according to item 6.2.9 and 6.2.10 of NBR 15450. X X X
6 Audio system on the vessel X X X
7 Video system on the vessel X X X
8 Space with air conditioning (at least 1 space) X X X
9 TV signal on the vessel X X X
10 Internet signal on the vessel X X X
11 Electronic ticketing X X X
12 Sale of electronic Passage (internet) X X X
13 Electronic payment (debit or credit card) X X X
14 Minimum space hammocks (1m ² pax) X X X
15 Minimum number of toilets, as Table 3-M-2 Normam-02/DPC X X X
16 Minimum number of sinks, as Table 3-M-2 Normam-02/DPC X X X
17 Minimum number of showers, according to table 3-M-2 Normam-02/DPC X X X
18 Minimum space for sanitary units, as shown in Figure 3-M-1, 3-M-4, the Normam-02/DPC, as the case X X X
19 Minimum space for shower units, as shown in Figure 3-M-1, 3-M-4 Normam-02/DPC of, as the case X X X
20 Clearance for access and circulation in the vessel, as habitability requirements specified in Annex-3-M Norman 02/DPC X X X
21 Noise Level (%) (fill in the measured accommodation closer to home machines) X X X
22 Staff and crew of the vessel with uniform and badge X X X
23 Informative table (schedule, price, number of the grant, the ombudsman / captaincy / police agency or member of SSTA) X X X
24 Service complaints and suggestions X X X
25 disposable cups X X x
26 Water filter (validity) X X x
27 Dumpsters with lids and plastic bags (bathrooms, deck and kitchen) X X x
28 Liquid soap and paper towels in bathrooms X X x
29 Chef and helper enabled (driver's Food Handler - Department of Health / competent organ) X X x
30 selective garbage collection inside the vessel (containing at least the types "recyclable" and "organic / other" X X X
31 Signage on the vessel directing the correct disposal of waste X X X
32 Proper disposal of waste from travel X X X
33 Life jackets (sufficiency and validity) X X X
34 Orientations for emergency procedures (audio, video) X X X
35 Lifeboats (sufficiency) X X X
36 Internal signage (emergency exits, hallways) X X X
37 First aid service with qualified professional X X X
38 Certificate of Free Practice (ANVISA) X X X
VESSEL 2 VESSEL 3
PERFORMANCE INDICATORS (%)
Checklist - Passenger Transport in Inland Navigation (Mixed Vessels)
33,33%66,67%
40,00%
50,00%
62,50%
66,67%
VESSEL 1
80,00%
33,33%
83,33%
20,00%
75,00%
87,50%
33,33%
40,00%
83,33%
80,00%
75,00%
75,00%
33,33%
100,00%
66,67%
PI Accessibility
PI Topicality
PI Comfort
PI Courtesy
PI Higyene
PI Solid
Residues *
PI Emergency
Equipment *
PRACTICAL APPLICATION Performance Indicators - Checklist
Aggregation of Indicators using PROMETHEE Method by
software DART
PRACTICAL APPLICATION
Screenshot DART - Evaluation table for user satisfaction index
Screenshot DART - Evaluation table for performance index
PRACTICAL APPLICATION Screenshot DART - Ranking and
Robustness for user satisfaction index
Screenshot DART - Ranking and
Robustness for performance index
PRACTICAL APPLICATION Screenshot DART - Profiles for user satisfaction index
Screenshot DART - Profiles for performance index
PRACTICAL APPLICATION
Screenshot DART - Color Boxes for user
satisfaction index Screenshot DART - Color Boxes for
performance index
PRACTICAL APPLICATION
Screenshot DART - Evaluation table for final index
Global index
Figure 22 - Screenshot DART - Ranking and Robustness for final index
CONCLUSION
The indicator system has a good feasibility and it could be applied into
the delivery services for measuring the quality level of the services,
assisting users in decision-making and authorities for improvements.
It is possible to evaluate and classify the level of quality in the provision
of public passenger transport services on inland navigation
Therefore, it is conceivable that the hypothesis is valid and
accepted
Thank you !
DAX RÖSLER ANDRADE
Tel.: 55 (61) 2029-6811
E-mail: [email protected]
Executive Master Technics and management of inland Navigation