Operating in 5 regions includes to deal with 5 different regional organisations, 820 workers, 1.282 employees and 3.432 drivers. This structure created some communications silos and can therefore ultimately impact the customers/passengers.
In 2014, the TEC launched the “Go Digital” program, which has evolved in 2023 in the “2023-2026 customer strategy”. This program includes all the projects aiming at digitalizing and improving customer experience with TEC throughout its journey : from finding passenger information, to buying ticket, having access to real-time timetable at the stop, in the bus or on the digital app, to after-sales services and claims. The implementation of a Global Customer Service Relationship Platform plays a big role in this new strategy as it allows cross-communication with the customer and improve customer services.