Feedback on Public Bus (LK0037)

Improve public bus transport based on passenger needs and feedback
1st March 2019 – 31st August 2021
Lead implementing agency/actor Ministry in charge of Transport
Commitment description
What is the public problem that the commitment will address? Public transport is dominated by bus transport with current shares at around 45 per cent of the passenger km. Over many years, citizens have experienced very little in terms of improvement in their daily commute. They face difficulties in day today travelling due to poor quality of transport facilities; inadequate transport facilities; lack of engagement and coordination between passengers and transport authorities. The National Transport Commission has guidelines on Bus Passenger’s Rights but many of these are not properly adhered to by the service providers.

The bus transport is supplied by 6,000 state owned buses operated by the SLTB and a further 20,000 private buses mostly owned by individual entrepreneurs regulated by provincial and national transport authorities.
What is the commitment? The commitment is about improving the quality and reliability of bus transport based on feedback from citizens on their concerns and opinions.
How will the commitment contribute to solve the public problem? The bus transport is supplied by 6,000 state owned buses operated by the government and a further 20,000 private buses mostly owned by individual entrepreneurs regulated by provincial and national transport authorities. Passenger societies will be established in Colombo and Gampaha Districts. A comprehensive survey will be conducted to collect basic information of passenger needs through these passenger societies. A transport related database will be developed and maintained with the participation of all stakeholders.
Why is this commitment relevant to OGP values? This commitment enhances public participation as a mechanism is provided for citizens to voice their concerns and opinions and have their grievances addressed. It promotes technology and innovation for openness and accountability through website for information gathering and communication.
Additional information This commitment will facilitate the programmes of the National Transport Commission.
Milestone Activity with a verifiable deliverable Start Date: End Date:
1. Surveys will be conducted by the National Transport Commission to collect information for route designing. July 2019 September 2019
2. A transport related information database will be created and access will be provided through transport ministry’s website October 2019 December 2019
3. A coordinating mechanism will be developed by the National Transport Commission to obtain feedback regarding the transport service from passengers and a grievance handling mechanism will be set up. January 2020 2020 onwards

14. Improve Public Bus Transport Based on Passenger Feedback

Verifiable: Yes

Relevant to Open Government: Yes

Potential Impact: Minor

Completion: Substantial

In May 2020, the National Transport Commission began a survey targeting 2,000 passengers on passenger demands and requirements. ^[59] The outcomes of the survey were not publicly available. At the of this report’s publication, the commission’s website lists information on bus time schedules, routes, and fares. It also provides access to online bus reservations and a complaints portal that officially guarantees response within three business days. ^[60] Information on user-experience of the complaints portal is not publicly available.

Future efforts to reform the transport sector would benefit from a focus on passenger needs and structural change. Institutionally, the sector could appoint a single governing body to make decisions regarding transport services, with consideration for public feedback.