Residents of Zoetermeer are very concerned about the condition of student and youth care transport.
Since the start of the new school year on August 26, 2024, the municipality of Zoetermeer has received a growing number of complaints about the student and youth care transport, provided by Trevvel. The problems are diverse, but mainly revolve around telephone accessibility, delayed trips, late pick-up of children and a lack of clear communication. This situation not only causes a lot of stress for parents, but also puts the children themselves in a vulnerable position because they often arrive late at school or at care institutions.
The problems reported by parents are partly due to start-up problems at Trevvel, which has been responsible for the transport of 340 children in the municipality of Zoetermeer since August. In the first two weeks of the new school year, Trevvel had to deal with a recurring telephone outage, which seriously hampered communication with parents. This outage was finally resolved on September 6, 2024, but the complaints were far from over.
Another major problem concerns the communication between Trevvel's portal and that of one of their subcontractors. Due to this technical failure, parents cannot track the taxis, changes in the rides are not visible and cancellations cannot be processed. Although Trevvel has repeatedly promised that this problem would be solved in the short term, it turned out during a meeting with the municipality on October 1, 2024 that this is still not the case. Earlier promises from Trevvel were too optimistic, and the expectation is now that the solution will be realized within a few working days.
consequences for children
In addition to the technical issues, there is also a shortage of staff. As of September 16, 2024, 15 to 18 children did not have a permanent driver, which means that they are often only transported after another route has been completed. This results in them regularly arriving late at their destination. On September 16, Trevvel announced that they would find a permanent driver for 4 to 5 children per week, a promise that is reasonably in line with current progress. However, there are still 4 to 10 children per day without a permanent driver, which means that they are picked up at irregular times and are dependent on alternative routes.
Trevvel has indicated that the staff shortage is slowly being resolved, but the delays are causing a lot of unrest among parents. The transport of these children, who often benefit from a fixed routine, remains uncertain. Research shows that other carriers do not have enough capacity to take over the journeys structurally, which makes a solution via another provider impossible for the time being.
financial sanctions
The municipality of Zoetermeer has now taken steps to encourage Trevvel to improve. On 23 September 2024, the carrier was informed that they must be below the standard of a maximum of two substantiated complaints per 500 journeys within three weeks. If this standard has not been met by 14 October 2024, Trevvel must draw up a plan of action to improve the situation. This three-week period was set for legal reasons, because the contract with Trevvel is only two months old. The municipality wants to prevent them from being accused of not having acted reasonably and fairly in guiding a new partner.
In addition to this warning, financial sanctions have been applied. Based on the complaints, it was already announced on September 25 that 5% of the next invoice would be withheld. This percentage could increase if Trevvel does not solve the problems with their portal in time. When it turned out on October 1 that the portal was still not operational, it was decided that another 5% of the invoice would be withheld, bringing the total withholding to 10%.
Although this financial sanctions are intended to put pressure on Trevvel to improve the situation, parents and children notice little of this in practice. They continue to suffer the direct consequences of the problems in the student and youth care transport, such as delayed journeys and a lack of communication. For them it is crucial that the problems are solved quickly, because the current situation seriously disrupts their daily lives.
The municipality of Zoetermeer is keeping a close eye on things and will continue to talk to Trevvel to get the service to the desired level as soon as possible. In the meantime, pressure from politicians and parents continues to increase. It remains to be seen whether the carrier will succeed in implementing improvements within the set period, or whether even stricter measures may have to be taken.
Although it usually takes some time for a new carrier to get used to it, the lack of efficiency and communication is currently being sharply criticised by parents, especially when compared to previous carriers.
The student and youth care transport of the municipality of Zoetermeer was previously carried out by De Vier Gewesten Personenvervoer (DVG), with the services provided by two local taxi companies: Taxi van den Heuvel and Royal Taxi Service. These companies were responsible for transporting children to schools and care institutions for many years, and were appreciated by many parents for their local presence and personal approach.
At the start of a new school year, it is not unusual for complaints to be received about student and youth care transport. This is often due to the transition to a new carrier, which can lead to frustration among parents. Parents' expectations are often high and the comparison with the previous carrier plays an important role in this. Certainly if the new carrier does not yet seem to meet the high demands of parents, critical voices are quickly expressed.
It appears that parents often long for the old carrier, especially if the start with the new party is difficult. In addition, most parents have a low tolerance for problems such as delays or poor communication, since it concerns vulnerable groups of children who depend on these transport services to get to school or care institutions. However, the responsibility for keeping everything on track lies with the new carrier, who is often under a magnifying glass in the first few months.
local politics
Not only parents get involved in such situations, but also local politics does not sit still. Opposition parties in the municipal council are usually quick to express criticism about problems in student transport. They ask questions to the responsible alderman at an early stage and use such issues to put pressure on the board. Wow! Zoetermeer is a good example of this. The party asks sharp questions about the quality of student transport and advocates for quick solutions. “The municipality has a responsibility to ensure that parents do not become the victims of a failing transport company,” according to a spokesperson for the party.
However, it is important to note that transportation at the beginning of a school year is usually accompanied by teething problems. New routes need to be familiarized, drivers need to get used to the children and sometimes it takes time to coordinate the schedules properly. This can lead to teething problems, but many of these problems are often solved in the first few weeks.
Nevertheless, parents who rely on student and youth care transport understand that such problems should not last long. For them, it is not just a service, but an essential part of their daily lives. These are children who often need extra care and attention, and a failing transport system can have serious consequences for these families.
