Caere, is a leading provider of comprehensive facility management services, specializing in maintaining pristine and hygienic environments for commercial and residential spaces. Its strategic vision to revolutionize railway services hinges on a dual approach: delivering world-class services while enhancing passenger participation. This strategy aims to elevate rail travel to standards applied in airports by drawing from a reservoir of best practices across various verticals such as retail, airports and hospitality. The goal is to forge an ecosystem where excellence in rail services becomes the norm, ensuring that each journey is not just travel but an experience worth remembering.
Passenger engagement: At the core of the strategy is the focus on people — both passengers and employees. By investing in training and development, we ensure that our staff embodies the professionalism and hospitality synonymous with world-class service providers. Concurrently, we prioritize passenger engagement, educating them about cleanliness, empowering them with platforms to voice their opinions and in turn actively participate in the service enhancement process.
Efficient and reliable processes: Our operational processes are designed for efficiency and reliability. We implement lean management techniques to reduce waste and optimize resource use. This refinement of processes ensures punctuality, cleanliness and consistent service quality.
Workflow re-design: By analyzing and restructuring our workflows, we aim to minimize disruptions and maximize productivity, thereby enhancing the overall passenger experience.
Social and Environmental Impact: Our strategy also encompasses a strong commitment to social responsibility and environmental stewardship. We implement eco-friendly practices, such as using green and biodegradable chemicals to minimize ecological footprint.
Passenger participation: Surveys and feedback mechanisms are the bedrock of our customer engagement strategy. These tools are designed to be easily accessible and user-friendly, allowing passengers to effortlessly share their experiences and ideas. Whether it’s through an intuitive app, onboard digital systems, or strategically placed kiosks at our stations, the opportunity to provide input is never more than a few taps away.
Two-fold approach: We recognize that the journey towards a cleaner and more pleasant travel environment is a collaborative effort, requiring the active participation of our valued passengers. To this end, our approach is two-fold: enlightening and empowering.
Enlightening: Passengers begins with strategically placed, visually appealing signage that does more than instruct — it inspires. Each sign is thoughtfully designed to resonate with travelers, imparting the importance of cleanliness in a way that is both informative and engaging. We understand that the key to effective communication is to capture attention and instill a sense of personal responsibility and pride in shared spaces.
Empowering: Empowering our passengers through behavioral nudging is a practice ingrained in the very fabric of our operations. We meticulously craft an environment where making the right choice is not only instinctive but also rewarding. Our approach aligns with the innate behaviors of our passengers, guiding them subtly to act in the best interest of the community.
An example is our interactive waste disposal system, which incorporates elements of gamification. Screens above bins display engaging graphics when items are disposed of correctly, providing immediate positive reinforcement. This subtle cue rewards the desired behaviour, transforming waste disposal from a mundane task into a moment of interaction and even enjoyment.
In conclusion, CAERE’s dual strategy is a bold step towards redefining railway services. By embracing a holistic approach that values passenger input and prioritizes continuous improvement, we are on course to transform rail travel into an epitome of comfort, convenience, and customer satisfaction.