How can customer focus be strengthened in competitive tendering?

Award procedures, contract designs and the scope of contracts vary widely in public transport (PT). Notwithstanding obvious improvements of the technical quality, many authorities are not fully satisfied with the outcome of their tendered contracts. Dissatisfaction with patronage development and with the customer focus is widespread. Many contracts are not seen as sufficiently effective in creating a growing PT market share. Enhancing the focus on passenger needs seems essential.