De Lijn and DIGbij have set up a special collaboration to reduce the digital divide among travelers.
Through targeted training and guidance in the digibank, people with limited digital skills are given the opportunity to delve into the digital possibilities of De Lijn. Think of learning to use the journey planner, buying tickets via the app and reserving flex buses via the Hoppin app. The last session of this year took place in the BASS Cultuurhuis in Heers and attracted a lot of interest.
These workshops were organised in Borgloon, Tongeren, Wellen and Heers during the autumn. The response was very positive: more than 100 participants took part, making this initiative one of the most successful programmes in the region.
digital banks
The digibanken, an initiative of DIGbij, focus on supporting people with digital questions. This is not only done through personal guidance, but also by working together with governments and companies that want to make their digital services more accessible. Sanne Vander Beken, project coordinator at vzw IN-Z, emphasizes the importance of this collaboration: “Our visitors often have difficulty with digital tools from governments, banks and utilities. De Lijn has responded excellently to this by sharing its expertise and facilitating these training courses.”
The unique approach, in which experts from De Lijn themselves provide the training, was very well received. In addition to digital questions, broader topics were also discussed, such as subscriptions and the accessibility of public transport.
The results speak for themselves: 90% of participants indicated that they felt digitally stronger after the sessions. In addition, 75% indicated that they will use the De Lijn app more often from now on. This shows that such initiatives not only contribute to digital inclusion, but also to higher customer satisfaction.
De Lijn has focused strongly on digitalisation in recent years. The introduction of apps for real-time information, ticket sales and booking flex trips via Hoppin are important examples of this. However, the transport company realises that not everyone is equally quick to use these tools. This training programme is therefore a step towards more accessible and inclusive service provision.
From 15 November, travellers can check via De Lijn's website and app whether their trusted routes are affected by the changes.
De Lijn wants to extend the success of this project to other regions. In 2025, a train-the-trainer program will be launched, with which coaches and volunteers can train people in the use of digital tools. The information session, which has now been developed in collaboration with DIGbij, will also be further refined so that it can be used on a larger scale.
In addition, De Lijn continues to work on its digital accessibility. For example, an 'accessibility tile' will be added to the website in 2025, which will make it easier for users to find their way in the various services. At the same time, De Lijn continues to work on the rollout of the Basic Accessibility mobility vision. From 6 January 2025, adjustments will be made to 10% of the network in regions such as Leuven, Mechelen, the Flemish periphery, the Kempen and Antwerp. This includes new lines, frequency increases and adjustments to routes.
heavy weather
While the Flemish government has only just pledged 400 million euros to improve service, the public transport company is once again announcing drastic changes. From January 2025, hundreds of journeys will be cancelled, mainly due to a dire shortage of staff and an outdated fleet.
The tight labor market appears to be a major culprit for De Lijn. Finding enough drivers and technicians is a huge challenge, even with efforts such as targeted recruitment campaigns and higher wages. The situation is so dire that certain trips can no longer be performed, simply because there is no one to drive the buses.
In addition, the ageing of the vehicle fleet plays an important role. Many buses and trams are due for replacement, but due to long delivery times for new vehicles and complex tendering procedures, improvements are not forthcoming. As a result, the existing fleet increasingly breaks down, which leads to cancellations of journeys.
Mobility experts warn that the effect of this investment will only be felt in the longer term. “These kinds of structural changes take years,” says an anonymous source within De Lijn. “The money is there, but the practical implementation is lagging behind. It takes too long to get new buses operational, and by then the current problems will probably only have gotten worse.”
