TAKING YOU FURTHER 2014 ANNUAL REPORT KEOLIS GROUP
C
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04: 2014 IN FACTS AND FIGURES 06: “KEOLIS HAS BECOME AN INTEGRATED INTERNATIONAL GROUP” – INTERVIEW WITH JEAN-PIERRE FARANDOU 09: “ALL THE GROUP’S ACTIVITIES CONTRIBUTE TO ITS SUCCESS” – INTERVIEW WITH JOËL LEBRETON 10: “OUR GOAL: BECOME A LEADER IN CONNECTED MOBILITY” 11 – 18: FROM LONDON TO HYDERABAD, METROS, TRAMS AND TRAINS MEET THE CHALLENGE OF MASS TRANSIT
19 – 26: ACROSS THE WORLD, OUR TEAMS ARE REINVENTING THE BUSINESS MODEL FOR NETWORKS 27 – 34: IN ALL FOUR CORNERS OF THE GLOBE, WE PRIORITISE CUSTOMER EXPERIENCE 35 – 42: FROM BUSES TO BIKES, A “TOUR DE FRANCE” OF INTERMODAL TRANSPORT MAKING NETWORKS FLUID
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43 – 50: SUSTAINABLE DEVELOPMENT FOR TODAY AND TOMORROW 51 – 61: GOVERNANCE AND INDICATORS 18
42
47
DISCOVER OUR WEBDOCUMENTARY ON
www.keolis.com
TAKE HYDERABAD’S ELEVATED METRO WITH PRATEEK FOLLOW THE WORKDAY OF TOURS MEDIATOR ZAKARIAA VISIT CHARLOTTA’S BORDEAUX THE INTERMODAL WAY SEE SELENA COMBAT DISCRIMINATION IN BOSTON 48
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TA K I N G YO U FURTHER
Keolis Group is a leading public transport operator in Europe and across the world. Present in 15 countries, Keolis operates and maintains transport networks and develops tailor-made mobility solutions adapted to specific local needs and changing commuting patterns. OUR POSITIONS IN THE MARKET AUTOMATED METRO Pioneer and world leader
5 networks 240 km of lines of which 70 km are under construction 925 million passengers per year
REGIONAL TRANSPORT Major operator in France and internationally
75 French departments covered Market presence includes Belgium, Canada and Australia
LIGHT RAIL World leader
16 networks 660 km of lines 660 million passengers per year
URBAN
Market leader in France
and one of the main private bus operators in Europe, the United States and Australia Operating major French networks, including Bordeaux, Lille, Lyon, Rennes, Strasbourg... 25,300 vehicles worldwide
RAILWAY
Presence in European and North American markets 12 networks 5,754 km of track 630 million passengers per year
CAR PARKS #2 in France
300 car parks 138,000 spaces under management
2014 IN FIGURES Our figures certainly measure the year’s performance, but they also reflect our achievements and our ambition for the future: being a leader in public transport, both in France and around the world.
3 billion
60,000
passengers carried in 15 countries.
employees, including 34,200 in France and 25,800 abroad. In 2014 6,900 people were recruited, including 3,200 outside France.
10
5
mobility services covering the entire transport chain: bus and coaches, automated metros, trams, rail, bikes, parking, transport of passengers with reduced mobility, car-sharing, carpooling and sea and river shuttles.
areas of activity worldwide: Australia/New Zealand, Continental Europe, France, North America and the United Kingdom. Complementing these platforms are the “new territories”: India, China and the Middle East.
4
€5.6 billion in Group turnover (1), up 9.3% from 2013
TURNOVER BALANCED BETWEEN FRANCE AND INTERNATIONAL BUSINESS FRANCE 50%
Urban 27% Greater Paris 6%
INTERNATIONAL 50%
United Kingdom 20%
Regional transport 14%
Australia/ New Zealand 6%
EFFIA 3%
Continental Europe 19% North America 5%
PROFITABILITY SEES CONTINUAL GROWTH
€323
1.5x
million
the ratio of net debt/EBITDA at end-2014.
in EBITDA , a 15.4% increase from 2013. (1)
(1) At constant standards. Figures include activities of joint ventures in which Keolis is a minority partner, which are no longer consolidated in Group accounts because of new IFRS accounting standards.
5
ABU DHABI
A STRATEGIC POSITIONING IN THE MIDDLE EAST
In January 2014 Keolis opened an office in Abu Dhabi (United Arab Emirates). The Group aims to respond to tenders for urban transport in the region thanks to strategic partnerships with local companies.
2014 IN FACTS
FRANCE
KEOLIS BUYS AUTOCARS STRIEBIG IN ALSACE
90
At the end of 2014 Keolis bought Autocars Striebig. The family-owned coach operator is a major player in interurban transport in Alsace, employing 300 people and running 250 vehicles. The move is confirmation of the Group’s intention to develop its business in this region, which is particularly dynamic in terms of public transport.
urban networks
75
With contract wins or renewals, launches and its business expansion, 2014 was particularly rewarding for the Keolis Group, allowing it to fully pursue its development strategy.
FRANCE
SEVERAL CAMPAIGNS AGAINST FARE EVASION
departments covered by interurban networks
During 2014, Keolis put one of its strategic aims for the year into practice with the launch of several campaigns in France against fare evasion. Keolis Amiens rolled out an awareness campaign that was widely reported in local media. Keolis Tours mobilised large numbers of staff for a high impact operation in which around one hundred fines were logged in an hour. The Keolis Lille teams employed awareness campaigns and penalties. Keolis Lyon cut its fare-evasion rate by 1.3% to 9.8% thanks to their campaign called “Fare evasion is everyone's concern”.
FRANCE
Glasgow LENS
UNITED KINGDOM
Keolis pulled off its bid for two major contracts in the United Kingdom in 2014, strengthening its position in Mass Transit. The first, from September 14th, involves operating the Thameslink, Southern and Great Northern, the most used rail routes in Britain, for seven years. The routes serve London and several large cities both north and south of the British capital. The franchise, operated by Govia (65% Go-Ahead/35% Keolis) covers 22% of UK train journeys and 273 million passenger journeys a year. The second brings Keolis, in a 70/30 partnership with Amey, a seven-year deal to operate the Docklands Light Railway, an automated metro line in London, from December 2014. The line carried 101 million passengers in 2013.
CHINA
A JOINT VENTURE AS A GATEWAY TO THE ASIAN MARKET
Keolis and Shentong Metro Group, the Shanghai metro operator, signed an agreement to create a joint venture following a three-year period of forging closer strategic ties between the two companies. Shanghai Keolis Public Transport, which is 51% owned by Shentong and 49% by Keolis, will allow the two partners to bring together their complementary expertise in order to respond to various transport tenders in the region. Keolis is the leading operator of tramway and automated metro systems in the world, and Shentong Metro Group manages a total of 550 km of metro lines, double that of the Paris metro. FRANCE
BORDEAUX RENEWS CONTRACT WITH KEOLIS
Bordeaux Métropole (formerly La Cub), has chosen Keolis as the operator of its Tbc network. The new contract, which runs for eight years, predicts that traffic will rise by 34% and the number of kilometres covered will be increased by 7%, in particular with the extension of existing tramlines.
BREST MORLAIX
CANADA
FIRST LIGHT RAIL CONTRACT IN NORTH AMERICA
DENMARK AND NORWAY
NEW JOINT VENTURE AND SUBSIDIARY FOR KEOLIS
In September 2014 Keolis officially created a joint venture with Nettbuss Danmark (70% Keolis, 30% Nettbuss), called Keolis Danmark. The move brings Keolis the number two slot in Denmark, with 1,500 employees and 450 buses. A few months earlier, Fjord1, joint operator of the transport network in Bergen, sold its business to Keolis, creating a new Norwegian subsidiary, Keolis Norge.
A public-private partnership (PPP) contract signed between the Grandlinq consortium and the Region of Waterloo in May 2014 will allow Keolis to become the operator of a planned light rail system in the province of Ontario, Canada. Keolis is involved in the conception and design of the project, which will cover 19 km and serve 16 stations as of 2017. This is the Group’s first light rail contract in North America.
QUIMPER LORIENT
RENNES
LAVAL
VITRÉ
AURAY
Nantes
LE MANS
Chartres
ÉPINAL
MONTARGIS
CHAUMONT
Vendôme ORLÉANS Saint-PierreANGERS des-Corps
CHÂTELLERAULT
Poitiers La Rochelle
LONS-LE-SAUNIER
Mâcon
MONTLUÇON VICHY
Angoulême
Limoges
LYON
ClermontFerrand St-Etienne
BORDEAUX
AGEN
MILLAU
NÎMES
Toulouse TARBES
Aalborg Helsinge Hinnerup Skibby Copenhagen Odense Slagelse Oldenzaal DENMARK
Montpellier
San Francisco
Porto
Martinez Fresno
Lancaster Van Nuys
Bellegardesur-Valserine ARC 1950
Keolis Vlaanderen
BELGIUM
UNITED STATES
USA
Eurobus Holding
LUXEMBOURG
Boston
Las Vegas Monrovia Anaheim
Shanghai Wuhan Abu Dhabi
UNITED ARAB EMIRATES
INDIA
Hyderabad
Pompano Fort Lauderdale
AUSTRALIA
Brisbane Gold Coast Perth
Avignon
Adelaide
Nice Antibes Cannes
AIX-EN-PROVENCE
Vitrolles
Melbourne
Perpignan
CITY Urban network
Metro
Metro under construction
Tramway in operation
Planned tramway
Bus Rapid Transit
City Management of over 300 spaces
Taxi
Train
Bus / shuttle / interurban and school coaches / PRM
Operations outside the platforms
Rail service in the Netherlands
Rail service in Germany
Govia rail network (UK)
FirstLink rail network (UK)
FRANCE FRANCE
NEW DEALS IN CALVADOS, CHERBOURG AND NEVERS
In 2014, Keolis renewed three major contracts in France. Keolis will continue to run the interurban Bus Verts in Calvados, with 27 commercial routes and 38 school buses. In Cherbourg it will operate the Zéphir urban network, introducing two Bus Rapid Transit lines. In Nevers, the urban network has been entirely redesigned in order to reinvigorate the area.
EFFIA STATIONNEMENT CONTINUES TO EXPAND
The car park subsidiary of Keolis won four significant contracts in 2014: managing the 1,200 spaces in the underground car park at Paris Gare du Nord station for SNCF Gares & Connexions; extending and managing the 2,250 spaces at Marineland in Antibes; equipping and managing the 990 spaces at Nice’s Pasteur 2 Hospital; and renovating and managing all the car parks in Suresnes, just outside Paris.
SUCCESSFUL LAUNCH FOR BOSTON SUBURBAN TRAINS
CHINA
Washington
Collier County
Marseille Cassis
FOIX NARBONNE
PORTUGAL
South Lake Tahoe
Rahden GERMANY Lemgo Münster Hamm Bielefeld Soest Dortmund Kassel VenloDüsseldorf
MONTÉLIMAR NYONS ALÈS
AUCH PAU
Nyköping
Finspång Göteborg Jönköping
Tylstrup
Zwolle Zutphen Enschede Apeldoorn
PONTARLIER
Vienne Grenoble
Dalarna Stockholm
THE NETHERLANDS
Valence
MARMANDE
Dax
OBERNAI COLMAR
OYONNAX
RIOM
SAINTES
Waterloo
Besançon
NEVERS CHÂTEAUROUX
Niort
Trois-Rivières Drummondville
Odensbacken
NORWAY
VESOUL DIJON MONTBÉLIARD
TOURS
ÎLE D’YEU
Quebec Longueuil Montreal
SWEDEN
Bergen
York Blackpool Hull Liverpool Manchester Sheffield Nottingham Birmingham Bedford Cambridge London Canterbury Dover Southampton Brighton
Rimouski Rivière-du-Loup
Belfort
BLOIS
Sundsvall
UNITED KINGDOM
Gaspé
CANADA
FÉCAMP AMIENS CHAUNY Charleville-Mézières BAYEUX HONFLEUR Rouen SOISSONS Thionville CREIL CAEN Reims ELBEUF METZ LISIEUX CHANTILLY SENLIS Bezanne Louvigny CHÂTEAUEvreux THIERRY POMPEY SARREBOURG CHÂLONS-ENALENÇON DREUX NANCY SUB CHAMPAGNE STRASBOURG TOUL
ST-MALO
Edinburgh Newcastle
Valenciennes ABBEVILLE ARRAS Douai MAUBEUGE Aulnoye-Aymeries Péronne
CHERBOURG
KEOLIS STRENGTHENS ITS POSITION IN MASS TRANSIT
LILLE
Roubaix Villeneuve-d’Ascq
SWEDEN
A NEW DEAL AND A SUCCESSFUL LAUNCH
Keolis Sverige began operating the bus network in the Dalarna region on July 1st 2014. Dalatrafik, the public transport authority, transferred management of its fleet of 90 vehicles to Keolis Sverige after a very short preparation period. Keolis’ Swedish subsidiary also successfully took over running the E22 bus in Stockholm on August 18th 2014.
Keolis Commuter Services (KCS) began operating the Boston suburban rail network on July 1st, 2014, following an unprecedented effort by the Group’s teams based there. After being chosen by the Massachusetts transport authority, MassDOT, in January 2014, teams prepared for taking over the running of this network, which comprises 13 lines, 1,000 km of track and 134 stations and is used by 127,000 passengers every day. The contract, which runs for eight years, is the largest in North America delegated to a private sector operator.
FRANCE
EXTENDING TRAMWAY LINE 1 IN LYON
On February 19th 2014 Keolis brought the new segment of tramline T1 into service, linking the two growing districts of Confluence and Gerland over 2.1 kilometres. The line uses the new Raymond Barre bridge, reserved for non-polluting traffic. Four new stations were built, connecting the tramway to the metro.
AUSTRALIA
GOLD COAST LIGHT RAIL OPENS
G:link, the new light rail for the Gold Coast in Australia, was inaugurated on July 20th 2014 by the Government of Queensland after three years in the making. On its first day of operation the line had carried over 40,000 people by midday. It covers 13 km with 16 stops, linking the main tourist, economic and educational centres of the conurbation.
FRANCE
SUCCESSFUL SUBSTITUTION BUSES IN PARIS
Keolis was chosen to provide bus substitution services during work on the RER C suburban express line in Paris over the summer. The line was entirely closed between Gare d’Austerlitz and Invalides from July 15th to August 23rd 2014. Keolis buses provided 4,500 return journeys and carried 300,000 passengers.
FRANCE
SMART APP FROM KEOLIS WINS FANS AT EUROPEAN MOBILITY FAIR
In June 2014 Keolis exhibited its new digital solution, the Mobility Companion, at the much-visited European Mobility Fair in Paris. Hundreds of visitors, including Frédéric Cuvillier, the then French Secretary of State for Transport, tested the application on smartphones, tablets and smartwatches with enthusiasm.
ABU DHABI
A STRATEGIC POSITIONING IN THE MIDDLE EAST
In January 2014 Keolis opened an office in Abu Dhabi (United Arab Emirates). The Group aims to respond to tenders for urban transport in the region thanks to strategic partnerships with local companies.
2014 IN FACTS
FRANCE
KEOLIS BUYS AUTOCARS STRIEBIG IN ALSACE
90
At the end of 2014 Keolis bought Autocars Striebig. The family-owned coach operator is a major player in interurban transport in Alsace, employing 300 people and running 250 vehicles. The move is confirmation of the Group’s intention to develop its business in this region, which is particularly dynamic in terms of public transport.
urban networks
75
With contract wins or renewals, launches and its business expansion, 2014 was particularly rewarding for the Keolis Group, allowing it to fully pursue its development strategy.
FRANCE
SEVERAL CAMPAIGNS AGAINST FARE EVASION
departments covered by interurban networks
During 2014, Keolis put one of its strategic aims for the year into practice with the launch of several campaigns in France against fare evasion. Keolis Amiens rolled out an awareness campaign that was widely reported in local media. Keolis Tours mobilised large numbers of staff for a high impact operation in which around one hundred fines were logged in an hour. The Keolis Lille teams employed awareness campaigns and penalties. Keolis Lyon cut its fare-evasion rate by 1.3% to 9.8% thanks to their campaign called “Fare evasion is everyone's concern”.
FRANCE
Glasgow LENS
UNITED KINGDOM
Keolis pulled off its bid for two major contracts in the United Kingdom in 2014, strengthening its position in Mass Transit. The first, from September 14th, involves operating the Thameslink, Southern and Great Northern, the most used rail routes in Britain, for seven years. The routes serve London and several large cities both north and south of the British capital. The franchise, operated by Govia (65% Go-Ahead/35% Keolis) covers 22% of UK train journeys and 273 million passenger journeys a year. The second brings Keolis, in a 70/30 partnership with Amey, a seven-year deal to operate the Docklands Light Railway, an automated metro line in London, from December 2014. The line carried 101 million passengers in 2013.
CHINA
A JOINT VENTURE AS A GATEWAY TO THE ASIAN MARKET
Keolis and Shentong Metro Group, the Shanghai metro operator, signed an agreement to create a joint venture following a three-year period of forging closer strategic ties between the two companies. Shanghai Keolis Public Transport, which is 51% owned by Shentong and 49% by Keolis, will allow the two partners to bring together their complementary expertise in order to respond to various transport tenders in the region. Keolis is the leading operator of tramway and automated metro systems in the world, and Shentong Metro Group manages a total of 550 km of metro lines, double that of the Paris metro. FRANCE
BORDEAUX RENEWS CONTRACT WITH KEOLIS
Bordeaux Métropole (formerly La Cub), has chosen Keolis as the operator of its Tbc network. The new contract, which runs for eight years, predicts that traffic will rise by 34% and the number of kilometres covered will be increased by 7%, in particular with the extension of existing tramlines.
BREST MORLAIX
CANADA
FIRST LIGHT RAIL CONTRACT IN NORTH AMERICA
DENMARK AND NORWAY
NEW JOINT VENTURE AND SUBSIDIARY FOR KEOLIS
In September 2014 Keolis officially created a joint venture with Nettbuss Danmark (70% Keolis, 30% Nettbuss), called Keolis Danmark. The move brings Keolis the number two slot in Denmark, with 1,500 employees and 450 buses. A few months earlier, Fjord1, joint operator of the transport network in Bergen, sold its business to Keolis, creating a new Norwegian subsidiary, Keolis Norge.
A public-private partnership (PPP) contract signed between the Grandlinq consortium and the Region of Waterloo in May 2014 will allow Keolis to become the operator of a planned light rail system in the province of Ontario, Canada. Keolis is involved in the conception and design of the project, which will cover 19 km and serve 16 stations as of 2017. This is the Group’s first light rail contract in North America.
QUIMPER LORIENT
RENNES
LAVAL
VITRÉ
AURAY
Nantes
LE MANS
Chartres
ÉPINAL
MONTARGIS
CHAUMONT
Vendôme ORLÉANS Saint-PierreANGERS des-Corps
CHÂTELLERAULT
Poitiers La Rochelle
LONS-LE-SAUNIER
Mâcon
MONTLUÇON VICHY
Angoulême
Limoges
LYON
ClermontFerrand St-Etienne
BORDEAUX
AGEN
MILLAU
NÎMES
Toulouse TARBES
Aalborg Helsinge Hinnerup Skibby Copenhagen Odense Slagelse Oldenzaal DENMARK
Montpellier
San Francisco
Porto
Martinez Fresno
Lancaster Van Nuys
Bellegardesur-Valserine ARC 1950
Keolis Vlaanderen
BELGIUM
UNITED STATES
USA
Eurobus Holding
LUXEMBOURG
Boston
Las Vegas Monrovia Anaheim
Shanghai Wuhan Abu Dhabi
UNITED ARAB EMIRATES
INDIA
Hyderabad
Pompano Fort Lauderdale
AUSTRALIA
Brisbane Gold Coast Perth
Avignon
Adelaide
Nice Antibes Cannes
AIX-EN-PROVENCE
Vitrolles
Melbourne
Perpignan
CITY Urban network
Metro
Metro under construction
Tramway in operation
Planned tramway
Bus Rapid Transit
City Management of over 300 spaces
Taxi
Train
Bus / shuttle / interurban and school coaches / PRM
Operations outside the platforms
Rail service in the Netherlands
Rail service in Germany
Govia rail network (UK)
FirstLink rail network (UK)
FRANCE FRANCE
NEW DEALS IN CALVADOS, CHERBOURG AND NEVERS
In 2014, Keolis renewed three major contracts in France. Keolis will continue to run the interurban Bus Verts in Calvados, with 27 commercial routes and 38 school buses. In Cherbourg it will operate the Zéphir urban network, introducing two Bus Rapid Transit lines. In Nevers, the urban network has been entirely redesigned in order to reinvigorate the area.
EFFIA STATIONNEMENT CONTINUES TO EXPAND
The car park subsidiary of Keolis won four significant contracts in 2014: managing the 1,200 spaces in the underground car park at Paris Gare du Nord station for SNCF Gares & Connexions; extending and managing the 2,250 spaces at Marineland in Antibes; equipping and managing the 990 spaces at Nice’s Pasteur 2 Hospital; and renovating and managing all the car parks in Suresnes, just outside Paris.
SUCCESSFUL LAUNCH FOR BOSTON SUBURBAN TRAINS
CHINA
Washington
Collier County
Marseille Cassis
FOIX NARBONNE
PORTUGAL
South Lake Tahoe
Rahden GERMANY Lemgo Münster Hamm Bielefeld Soest Dortmund Kassel VenloDüsseldorf
MONTÉLIMAR NYONS ALÈS
AUCH PAU
Nyköping
Finspång Göteborg Jönköping
Tylstrup
Zwolle Zutphen Enschede Apeldoorn
PONTARLIER
Vienne Grenoble
Dalarna Stockholm
THE NETHERLANDS
Valence
MARMANDE
Dax
OBERNAI COLMAR
OYONNAX
RIOM
SAINTES
Waterloo
Besançon
NEVERS CHÂTEAUROUX
Niort
Trois-Rivières Drummondville
Odensbacken
NORWAY
VESOUL DIJON MONTBÉLIARD
TOURS
ÎLE D’YEU
Quebec Longueuil Montreal
SWEDEN
Bergen
York Blackpool Hull Liverpool Manchester Sheffield Nottingham Birmingham Bedford Cambridge London Canterbury Dover Southampton Brighton
Rimouski Rivière-du-Loup
Belfort
BLOIS
Sundsvall
UNITED KINGDOM
Gaspé
CANADA
FÉCAMP AMIENS CHAUNY Charleville-Mézières BAYEUX HONFLEUR Rouen SOISSONS Thionville CREIL CAEN Reims ELBEUF METZ LISIEUX CHANTILLY SENLIS Bezanne Louvigny CHÂTEAUEvreux THIERRY POMPEY SARREBOURG CHÂLONS-ENALENÇON DREUX NANCY SUB CHAMPAGNE STRASBOURG TOUL
ST-MALO
Edinburgh Newcastle
Valenciennes ABBEVILLE ARRAS Douai MAUBEUGE Aulnoye-Aymeries Péronne
CHERBOURG
KEOLIS STRENGTHENS ITS POSITION IN MASS TRANSIT
LILLE
Roubaix Villeneuve-d’Ascq
SWEDEN
A NEW DEAL AND A SUCCESSFUL LAUNCH
Keolis Sverige began operating the bus network in the Dalarna region on July 1st 2014. Dalatrafik, the public transport authority, transferred management of its fleet of 90 vehicles to Keolis Sverige after a very short preparation period. Keolis’ Swedish subsidiary also successfully took over running the E22 bus in Stockholm on August 18th 2014.
Keolis Commuter Services (KCS) began operating the Boston suburban rail network on July 1st, 2014, following an unprecedented effort by the Group’s teams based there. After being chosen by the Massachusetts transport authority, MassDOT, in January 2014, teams prepared for taking over the running of this network, which comprises 13 lines, 1,000 km of track and 134 stations and is used by 127,000 passengers every day. The contract, which runs for eight years, is the largest in North America delegated to a private sector operator.
FRANCE
EXTENDING TRAMWAY LINE 1 IN LYON
On February 19th 2014 Keolis brought the new segment of tramline T1 into service, linking the two growing districts of Confluence and Gerland over 2.1 kilometres. The line uses the new Raymond Barre bridge, reserved for non-polluting traffic. Four new stations were built, connecting the tramway to the metro.
AUSTRALIA
GOLD COAST LIGHT RAIL OPENS
G:link, the new light rail for the Gold Coast in Australia, was inaugurated on July 20th 2014 by the Government of Queensland after three years in the making. On its first day of operation the line had carried over 40,000 people by midday. It covers 13 km with 16 stops, linking the main tourist, economic and educational centres of the conurbation.
FRANCE
SUCCESSFUL SUBSTITUTION BUSES IN PARIS
Keolis was chosen to provide bus substitution services during work on the RER C suburban express line in Paris over the summer. The line was entirely closed between Gare d’Austerlitz and Invalides from July 15th to August 23rd 2014. Keolis buses provided 4,500 return journeys and carried 300,000 passengers.
FRANCE
SMART APP FROM KEOLIS WINS FANS AT EUROPEAN MOBILITY FAIR
In June 2014 Keolis exhibited its new digital solution, the Mobility Companion, at the much-visited European Mobility Fair in Paris. Hundreds of visitors, including Frédéric Cuvillier, the then French Secretary of State for Transport, tested the application on smartphones, tablets and smartwatches with enthusiasm.
€5.6 billion in turnover in 2014, + 9.3 % from 2013.
55%
The share of Group turnover in 2015 that is expected to come from international business.
UNIQUE ADDED VALUE IN THE MARKET Keolis constantly seeks to improve its understanding of the needs of passengers and car park users, to better serve local authorities. FOR MORE INFORM ATION SE E PAG E 19
FROM TRANSPORT TO MOBILITY Keolis’ aim is to offer passengers multimodal mobility solutions that are simple, efficient and fluid. FOR MORE INFORM ATION SE E PAG E 35
6
“KEOLIS HAS BECOME AN INTEGRATED INTERNATIONAL GROUP” Boosted by its successes in 2014, Keolis is on target to meet the ambitious growth objectives set out in its corporate initiative, KeoLife. Jean-Pierre Farandou, the Group’s Executive Chairman, explains.
Boston. In France, I am very proud that Keolis’ contract was renewed for operating the Bordeaux network, the largest tram network in France, and for Bus Verts, the bus and coach network in Calvados. Finally, in the car park sector, our subsidiary EFFIA won numerous contracts, including two particularly significant ones: Marineland in Antibes and Gare du Nord in Paris.
WHAT WERE THE MOST SIGNIFICANT EVENTS FOR THE GROUP IN 2014?
In 2014 Keolis pursued its expansion strategy, capitalising fully on the new organisation put in place in 2013, in particular the decentralisation to major regional platforms. Most notably on the international front, we won two major contracts in the UK. One involves operating the largest British rail network, Thameslink, Southern and Great Northern; the other is the Docklands Light Railway, the automated metro in the Docklands area of London, a win that consolidates our worldwide leadership in this market. Keolis was also chosen to handle the operation of the future light rail in Waterloo, near Toronto in Canada, under a 30-year public-private partnership. We have also laid the foundations for our development in Asia with the creation of a joint venture with the Shanghai metro company. This will allow us to tender for tramway and metro contracts in China and South-East Asia. Finally, 2014 was marked by successful, high-profile launches such as the Gold Coast light rail in Australia and commuter trains in
HOW DO THESE SUCCESSES CONTRIBUTE TO KEOLIS’ STRATEGY?
Firstly, they contribute to our development. This development is obviously based on winning new contracts, but also on maintaining existing contracts and on the success of our launches. Our achievements in 2014 strengthen our desire to accelerate our growth outside
France, and confirm the relevance of our strategic decision to diversify into car park management via the acquisition of EFFIA in 2010. We have held the number two position in France in this market for several years. THE GROUP STATES PUBLICLY THAT ITS AMBITION IS TO SHOW VERY STRONG GROWTH. WAS 2014 IN LINE WITH THIS GOAL?
Yes, a decisive step was taken. Our turnover (1) rose by over 9.3% compared with 2013, to 5.6 billion euros. This strong growth puts us on target for the strategic objective of 7 billion euros set for 2017. I am also very pleased with our strong progress outside France, which allows Keolis to become a truly integrated, international group with a balance between business in France and beyond our borders.
“OUR INTERNATIONAL OPERATIONS ARE GROWING STRONGLY AND ARE NOW EQUIVALENT TO OUR BUSINESS IN FRANCE.” 7
“2015 WILL BE A YEAR OF ACCELERATION FOR OUR DEVELOPMENT AND FOR WINNING AND RETAINING PASSENGERS.”
KEOLIFE, THE CORPORATE INITIATIVE LAUNCHED IN EARLY 2014, IS CENTRED AROUND VERY PRACTICAL CONTINUAL IMPROVEMENT PROCESSES LED BY THE SUBSIDIARIES. WHAT WERE THE INITIAL RESULTS OF THEIR IMPLEMENTATION IN 2014?
A winning company is one that excels in its line of business. That is what KeoLife is all about: structuring continual progress in all aspects of a transport operator’s business, including safety and security, employee commitment, operational management, maintenance, customer satisfaction, addressing fare evasion, and social and environmental responsibility. KeoLife is a programme designed to be implemented “in the field”. And this was the case in 2014: our 300 subsidiaries have made it their own and are continuing to roll it out in 2015, in particular thanks to KeoShare, a new
online collaborative platform structured around major themes. So the KeoLife “rocket” has taken off. Boston is a great example, organising its action plan for the first 100 days in line with the workstreams of the project. The same goes for the Gold Coast during preparations for starting operations there. Company headquarters also has a contribution to make, for example in social responsibility: we regularly bring together stakeholders such as passenger associations, experts, and government representatives, to better take into account their expectations in terms of sustainable mobility.
values that will be rolled out during 2015 across the entire Group: “We Imagine, We Care, We Commit”. These three simple, genuine values are designed to unite us and reflect who we are: an innovative partner for our clients, a group that is uncompromising on safety and that respects its employees and clients, and a responsible company that keeps its promises and continually seeks improvements.
A YEAR AGO YOU INITIATED A MAJOR CONSULTATION TO PROVIDE THE KEOLIS GROUP WITH COMMON VALUES. WHAT IS THE STATUS TODAY?
WHAT CHALLENGES MUST THE GROUP OVERCOME IN 2015?
After a year of work, involving over 2,000 colleagues, we have rallied around three federating
2015 will be a year of acceleration during which we will need to win new tenders in all the zones 8
where we are present. This year will also be focused on winning and retaining passengers, thanks to the roll-out of solutions devised in 2014: the Mobility Companion, a route-finding and itinerary-search application; KeoBill, a ticketing solution, which is fully owned by Keolis; or CRM (Customer Relationship Management) tools. These innovations will allow us to guarantee the best service on a daily basis in all our operations across the globe and to deliver the quality of service expected by passengers and public transport authorities. (1) At constant standards.
“ALL THE GROUP’S ACTIVITIES CONTRIBUTE TO ITS SUCCESS” The Supervisory Board, which guarantees good governance at Keolis, welcomes the company’s strong results for 2014, in line with the roadmap adopted by the Executive Committee. Joël Lebreton, Chairman of the Supervisory Board, discusses the details.
a special focus on the subject this year. Substantive work was undertaken by the specialist committee together with the Executive Committee, and the results are already conclusive, particularly in terms of the subsidiaries’ safety certification, a direction that we will continue to pursue in 2015.
HOW DOES KEOLIS’ SUPERVISORY BOARD EVALUATE THE COMPANY’S PERFORMANCE IN 2014?
There is no doubt that the 2014 results are outstanding and in line with the Strategic Plan we adopted in 2012. It is also worth noting that all Keolis’ activities, without exception, are growing and therefore contribute to the collective success of the Group.
WHAT ROLE DOES THE BOARD PLAY IN TERMS OF THE GROUP’S DEVELOPMENT AND STRATEGIC CHOICES?
IN CONCRETE TERMS, WHAT IS THE SUPERVISORY BOARD’S MISSION AND WHO ARE ITS MEMBERS?
The Board is the guardian of good governance at Keolis. It is made up of independent Board Members and representatives of Keolis’ two shareholders(1): SNCF (the French national rail company), an industrial group whose main business is mobility, and Caisse de dépôt et placement du Québec (CDPQ, a Canadian pension fund), a long-term investor with a strong international dimension. The balance and cultural mix of Board Members, who have held top management roles in major companies, guarantees decision-making in the interest of the Group. The Board, which pays close attention to Keolis’ affairs, met in plenary session six times in 2014. In addition, four specialist committees also
“THE BOARD FULLY SUPPORTS THE DEVELOPMENT STRATEGY DEFINED BY THE EXECUTIVE COMMITTEE IN ALL ITS DIMENSIONS.” met regularly: Audit and Ethics; Remuneration and Human Resources; Investments and Strategy; and Risks and Safety. The Board and the Group’s Executive Committee work together in a climate of mutual trust, cooperation and transparency.
SPEAKING OF SAFETY, THIS SUBJECT WAS ONE OF YOUR PRIORITIES IN 2014. WHY WAS THIS?
Safety has always been our number one priority, and the fact that we are expanding our rail activities, in particular, led us to place 9
The Board defines strategic directions and monitors their implementation. In this context, in 2014 we fully supported Keolis’ development approach, while being vigilant to risk management. In addition, we ensured that this development derived both from winning tenders and from external growth transactions. Consequently, three acquisitions were undertaken: in Denmark, in Alsace (France) and more recently in Australia, significantly strengthening our existing bases. The Board, and above all the shareholders, remain attentive to any new opportunity that could create value.
(1) See p. 53 for the full list of Supervisory Board Members.
London, United Kingdom.
“OUR GOAL: BECOME A LEADER IN CONNECTED MOBILITY”
S
ocietal transformations that are profoundly changing our way of life – new ways of working, an aging population, the rise of digital technologies and issues of sustainable development – are also directly impacting public transport usage and services. “To address these changes we have set ourselves a major goal, that of becoming a leader in intelligent and connected mobility,” said Laurent Kocher, Keolis’ Executive Director for Marketing, Innovation and Services. “The idea is to transform a journey from something that passengers ‘endure’ into something that they choose and also to facilitate access to transport offers, ticketing solutions and mobility options.”
not simply in terms of time taken or number of transfers.
UNDERSTANDING PASSENGERS’ CHANGING NEEDS
For Keolis, connected mobility is the culmination of research and analysis carried out since 2007 by the Group’s Keoscopie Observatory. Year after year, these reports have brought to light a growing diversity of behaviours that is shaking up existing patterns, for instance: buses are not empty during school holidays; shopping centres are just as busy as citycentre shops; many passengers combine several modes of transport, but not necessarily in the same way every day. In addition, passengers now want to personalise their journey in relation to a host of different criteria,
USING DIGITAL TECHNOLOGY TO MAKE TRANSPORT SIMPLE AND EASY
To meet these expectations, Keolis has defined two strategic approaches. The first involves digitalising mobility through the development of passenger applications such as the Mobility Companion; allowing passengers to personalise routes, renew travel cards and pay online. Digital technologies also facilitate the growth of environmentally friendly modes of transport, like bike-sharing, car-sharing and carpooling. They also mean that everything can be centralised – a single 10
application or point of contact allows passengers to manage their entire journey, whatever modes of transport they use. BIG DATA, OPEN DATA
The second approach concerns data management, with efforts concentrated on two fronts. The first, “Big Data”, makes better use of data from Keolis networks, thus improving operational performance. The second, “Open Data”, makes data available to local developers and involves them in the creation of innovative applications. Thanks to their local knowledge, developers can help Keolis to better respond to the specific expectations of each city and its inhabitants.
MASS TRANSIT
FROM LONDON TO HYDERABAD, METROS, TRAMS AND TRAINS MEET THE CHALLENGE OF MASS TRANSIT Keolis, a world leader in tramways and automated metros, and a major player in local rail networks, brings together three fundamental qualities for the transport of the future: expertise in network operation and maintenance, a multimodal dimension and digital integration. These qualities allow the Group to position itself in the largest global metropolises and to manage very high capacity transport systems.
11
CONTACT WITH CUSTOMERS
A team of “ambassadors” goes out regularly to promote the DLR to the local community.
DON’T MISS THIS STOP
Canary Wharf station, located on the Isle of Dogs, serves the eponymous district, London’s second financial centre after the City.
London, United Kingdom.
CARRYING 105 MILLION PASSENGERS ON THE DOCKLANDS LIGHT RAILWAY
G
reater London, with an extensive urbanised area and a population of over 12 million, is one of the largest metropolitan areas in Europe together with Paris and Moscow. It is also one of the most dynamic, with demographic growth double that seen in the Greater Paris region in recent years. Because of its size and geographical area, the British capital has invested in high capacity public transport facilities. This explains the prominence given to rail systems, such as the DLR (Docklands Light Railway), for which Keolis won the operating contract in July 2014.
in 2014 and clocked up 330,000 journeys per day on weekdays. KeolisAmey Docklands, a joint venture between Keolis and Amey (an infrastructure support service provider), began operating the line in December 2014.
A TOTAL OF 330,000 DAILY JOURNEYS
This driverless overhead metro runs for 38 km and was opened in 1987. It serves east and south-east London via the Docklands area, London’s second financial centre after the City, located on the banks of the River Thames. The DLR is one of the essential components of the network managed by Transport for London (TfL), and key to its strategy for meeting the metropolis’ Mass Transit needs. This can be seen in the 13% rise in passenger journeys between 2013 and 2014: the DLR’s 149 trains carried over 105 million passengers
CAPITALISING ON 30 YEARS OF AUTOMATED METRO EXPERIENCE
Several factors were decisive in TfL’s decision to select Keolis as operator for the DLR. In addition to the Group’s approach of differentiating its offer and its policy of client satisfaction (“Thinking like a passenger”), Keolis is also the global number one in 12
running automated metro systems. Its long experience in this area – Keolis began running the first automated metro in Lille in 1983 – facilitates the transfer of best practice, safety policies and proven management methods to the DLR. For example, the network has a centralised system for the management of all its activities, which enables it to optimise data reporting and analysis and improve overall performance. In the first few months of operation by KeolisAmey Docklands, DLR customer satisfaction reached 90%, the best score for nearly 30 years and a sign of a successful transition.
MASS TRANSIT TRAVELOGUE
A KEY PLAYER IN THE GREATER PARIS TRANSPORT NETWORK As Keolis is already present in Île-de-France, the Group is actively involved in the public debate on the “Greater Paris” transport plan. In particular, Keolis is putting forward a bus plan to improve regional interconnections and respond to rising demand for mobility in the outer Paris suburban ring. Longer term, Keolis aims to tender for contracts with public transport authority STIF to run new automatic metro lines.
London, United Kingdom.
CHOSEN TO RUN UK’S BIGGEST RAIL NETWORK In May 2014 Govia, a joint venture between Britain’s Go-Ahead and Keolis, was chosen to operate the largest rail franchise in the United Kingdom. The seven-year contract involves operating the Thameslink, Southern and Great Northern (TSGN) routes, which carry 22% of the country’s rail journeys, the equivalent of 273 million passenger journeys per year. This achievement strengthens Keolis’ position in Mass Transit.
13
KEY FIGURES
MASS TRANSIT
THE DOCKLANDS LIGHT RAILWAY
149
80 KM/HOUR
TRAINS in operation.
70%
MAXIMUM SPEED.
105 MILLION PASSENGERS per year.
KEOLIS’ SHARE of KeolisAmey Docklands.
90%
CUSTOMER SATISFACTION.
275
CUSTOMER SERVICE OFFICERS on board metro trains.
40 KILOMETRES OF TRACK.
14
45
STATIONS.
MASS TRANSIT
60%
of the Chinese population will be city dwellers in 2020, compared to 50% in 2012.
17
of the 50 largest cities in the world will be in China by 2030.
2,000
The number of km of new tramlines due to come into operation by 2020.
TRANSPORT OF THE FUTURE
In cities with over five million inhabitants – there are 23 of these in China – the metro is developing very rapidly in response to an ever-increasing demand for mobility.
C
hina is currently facing huge demand for public transport. Its demographics, with a projected increase in the urban population of 400 million between 2008 and 2030, has resulted in the development of megacities served by commuter train networks with high traffic flows. In addition, road saturation and atmospheric pollution make improvements in running transport networks a necessity. As part of its international development, Keolis is pursuing a long-term presence in this promising market, which is potentially the biggest in the world, and which had been closed to foreign operators until recently.
Shanghai, China.
SEEKING A ROLE IN CHINA’S POPULATION-STRETCHED MEGACITIES expertise in this area would allow us to optimise the networks, which are now adding lines without any real overall organisation.” To facilitate moving further into this market – in 2011 Keolis signed an initial contract in Wuhan to operate a multimodal airport hub – the Group sought the support of a complementary Chinese partner. In June 2014, a joint venture was set up with Shentong Metro Group, the Shanghai metro
A JOINT VENTURE WITH A LOCAL PARTNER
“We can work with the authorities in two ways,” explained Marcellin Darrou, Director of Keolis ChinaSouth-East Asia. “On the one hand, by bringing them our experience in productivity, managing operating costs and safety, under conditions of longterm contractual transparency. On the other hand, there is no intermodal transport in China. Our 15
company, which, like Keolis, seeks to develop its activity in China and South-East Asia. The joint venture is to operate an automatic metro line in Shanghai starting in 2017. Contacts have also been initiated in other major Asian metropolises. In addition, Keolis signed an agreement in November 2014 outlining its participation in running the planned express commuter train network in Greater Wuhan.
MASS TRANSIT
AN EMPLOYEE 'S VIEW
PRATEEK, 26, TRAIN CREW CONTROLLER IN HYDERABAD, INDIA “I COME FROM A LONG LINE OF CONDUCTORS, A FAMILY TRADITION, YOU MIGHT SAY! KEOLIS HIRED ME AS TRAIN CREW CONTROLLER FOR HYDERABAD’S NEW METRO TRANSIT SYSTEM. MY LINE, LINE 3, WILL RUN EIGHT KILOMETRES, LINKING NAGOLE TO METTUGUDA.”
16
HYDERABAD
INDIA
“Hyderabad Metro Rail Limited is the city’s first metro. Totally automated, this elevated, ultra-modern transit system will offer a 70-kilometre network, equipped to transport 1.5 million passengers daily.”
“The metro is really going to change people’s lives here. They will gain precious travel time and avoid the frustrations and unpredictability of road traffic. A new start for me, it is also a new start for the residents of Hyderabad!”
DISCOVER THE STORY OF PRATEEK, TRAIN CREW CONTROLLER IN HYDERABAD. www.keolis.com
17
A CLIENT 'S VIEW
MASS TRANSIT
MEETING DEVELOPMENT CHALLENGES IN EAST LONDON “We unanimously chose KeolisAmey Docklands (KAD) in 2014 as part of the operating contract renewal for the Docklands Light Railway (DLR), our automated metro line. KAD’s offer proved better on all criteria than those of other operators. The transition went seamlessly and performance levels were maintained right from the start of the new contract in December. Furthermore, we expect that Keolis will be a long-term partner in meeting the challenge of developing East London and improving all services on the network.” MIKE BROWN , M ANAG ING DIREC TOR , LONDON UNDE RG ROUND AND LONDON R AIL
London, United Kingdom. 18
FINANCIAL PERFORMANCE
ACROSS THE WORLD, OUR TEAMS ARE REINVENTING THE BUSINESS MODEL FOR NETWORKS
The transport business model has to adapt to the vagaries of the economic climate. Keolis works with public transport authorities to optimise service quality on networks while taking into account budgetary constraints. To do this, the Group employs several levers, including restructuring ticket prices, combating fare evasion, optimising the offering – for example with “Neolis” – or reducing the cost of investments through grouped purchasing and mutualised solutions, for example.
19
Dijon, France.
OPTIMISING NETWORKS’ FINANCIAL PERFORMANCE
T
he current economic environment and local authorities’ budgetary constraints have a direct impact on public transport operators. “In France, as in the rest of the world, transport networks must continue to provide the same level of service on a reduced budget,” said Bernard Tabary, International CEO at Keolis. The sector is also experiencing a slow erosion of its business model. “Although public transport patronage in
France was multiplied by 1.5 from 1992 to 2012, the share of operating costs covered by ticket sales fell from 55% to 32%,” said Frédéric Baverez, France CEO at Keolis. “The service has been improved and costs have increased. However, ticket prices have not even kept up with inflation, contrary to other public services.” This context leads Keolis to offer local authorities solutions that capitalise on several levers to improve their networks’ financial performance.
EXPLORING EVERY AVENUE TO MAXIMISE REVENUE
Keolis is working with local authorities on one of these levers: increasing both patronage and ticket sales.
20
Keolis does this by bringing the benefits of its “Neolis” tool, (see p.23) which aims to increase the attractiveness of a network by taking passengers’ real mobility needs
FINANCIAL PERFORMANCE TRAVELOGUE
OPTIMISING THE MELBOURNE MANAGEMENT STRUCTURE
PASSENGER INFORMATION
Keolis Downer, which operates Yarra Trams in Melbourne, the world’s largest tram network, has begun a management reorganisation to improve efficiency on an individual and a collective level. The Leadership Framework’s main aims are to clarify each employee’s role and to facilitate communication between managers and teams. An example for the whole Group, this project is destined to be rolled out in other networks.
Luciol, the passenger information system developed by Keolis, is now used in around 20 transport networks in France.
GROUPED PURCHASING
Keolis brought Brest Métropole and Greater Dijon together to buy their trams jointly.
Stockholm, Sweden.
as a starting point. Major efforts are also underway in fighting fare evasion (see p.44) as well as other marketing initiatives. As part of this effort, in 2014 many networks targeted specific customer segments like new students, senior citizens, tourists, or employees from large companies. CONTROLLING OPERATING COSTS AND INVESTMENTS
The second driver for optimising a transport network’s financial
favouring occupancy rates. Keolis helps public transport authorities to optimise their investment policy using several methods. These may include reducing the price of equipment through grouped purchasing with other local authorities, prolonging the service life of facilities, or adapting the size of vehicles. Access is also available to shared solutions developed by the Group, providing savings in areas such as ticketing, passenger information and digital services.
performance concerns costs. In the area of operating costs, several networks made savings in 2014 thanks to timetable adjustments, by replacing buses with on-demand transport or through improved management of capacities, with no adverse effect on passenger satisfaction levels. On the Quebec-Montreal line, for example, the change to compulsory reservation for travel is currently being rolled out. The aim is to reduce the number of coaches circulating, with a tariff structure 21
CONVINCING TOURISTS TO USE CAEN BUSES AND TRAMS Keolis Caen ran a marketing initiative on the Twisto network from June 1st to mid-September 2014. The aim was to attract visiting customers, particularly numerous last summer thanks to events such as the 70th anniversary of the Normandy landings. Tourists were offered a transport pack at a preferential rate. The initiative was a great success and is due to be repeated annually.
FINANCIAL PERFORMANCE
KEY FIGURES
THE TRANSPORT BUSINESS MODEL
10.7 billion
32%
SHARE OF COSTS covered by ticket revenue in France (paid by passengers) compared to 39% in 2000 and 55% in 1992.
– 4.7%
€1.15 AVERAGE TICKET PRICE in France, one fifth of the price in London.
FALL IN PRICE of public transport tickets in France (the only commercial public service to see lower prices in the past 10 years).
1
OUT OF 2 Proportion of people using public transport regularly (at least once a month) in France.
NUMBER OF PUBLIC TRANSPORT JOURNEYS in the United States in 2013.
– 6.2%
FALL IN AVERAGE PRICE of a yearly travel card in France between 2003 and 2013.
148 CITIES WORLDWIDE with a metro system at end of 2013, carrying a total of 150 million passengers a day.
22
45%
PERCENTAGE of urban transport budget in France financed by the “Versement Transport” (a payroll tax paid by companies).
FINANCIAL PERFORMANCE
15 minutes
The adjustment to university lecture start times that meant Rennes metro traffic became less congested at rush hour.
27%
Proportion of Bordeaux passengers who board the tram at Hôtel-deVille and get off only two stops later.
10 minutes
The time after which passengers waiting at a station believe they have waited longer than their true waiting time.
TAXI!
In Quimper, taxis are chartered to replace buses after 10 pm, as the latter are scarcely used.
Rennes, France.
G
iven the pressure on local authority budgets, transport operators need to look for new solutions. This is the rationale behind an initiative from Keolis called “Neolis”. “The aim is to adapt transport offerings by reducing local authority contributions, while still maintaining the essence of our DNA: the satisfaction of the general public at all times and in an equitable way across the entire territory,” said Eric Chareyron, Market Research, Lifestyles & Mobility Director. “We start by assessing the existing offer and proposing a new design, for radically but smoothly transforming the network.”
SAVING COSTS, OPTIMISING SERVICE QUALITY Development Agency to promote pedestrian routes in itinerary searches. This meant overcrowding could be avoided on city-centre tramlines (passengers using this mode of transport for only one or two stops had previously accounted for 20% of all journeys).
THINKING OUTSIDE THE BOX
The process frequently calls for thinking outside the box. One example is the management of rush hour services in Rennes: Keolis worked with the metropolitan authority and the university to change the start time for classes for half the students by a quarter of an hour, thereby avoiding the need to put on extra metros. In Bordeaux, an experiment was begun in 2014 with the Urban
CONTROLLING COSTS WITHOUT CUTTING QUALITY
Adapting the offer without penalising passengers also involves studying precisely 23
the traffic potential of routes and customer renewal rates at each period of the day and of the year. The aim is not necessarily to cut out the least-used journeys, but to propose a consistent range of services adapted to each potential demand. Maintaining this consistency on a given route helps reduce business risks and avoids the creation of “weak links” that could lead to the loss of regular customers.
FINANCIAL PERFORMANCE
“NEOLIS” WAS LAUNCHED IN FRANCE AND IS NOW BEING ROLLED OUT INTERNATIONALLY. IN STOCKHOLM, IT WAS DECISIVE IN WINNING AN URBAN BUS MANAGEMENT CONTRACT. WITH “NEOLIS”, KEOLIS HAS DEVELOPED A TOOL THAT MEETS PASSENGER EXPECTATIONS. IT OFFERS SOLUTIONS TO HELP INCREASE PATRONAGE OVER THE COMING EIGHT YEARS WHILE REDUCING THE NUMBER OF VEHICLES AND THE DISTANCE COVERED.
24
FINANCIAL PERFORMANCE
Keobill was introduced in early 2015 in Blois after a test by a panel of 800 passengers. Azalys, the town’s bus network, is the first in France to adopt the contactless ticketing system developed by Keolis, which brings greater simplicity for passengers. This shared solution should soon be deployed in other French cities.
Fare evasion undermines network revenues, and Keolis teams are on the field on a daily basis to combat it. Troc’It is an initiative that encourages fare evaders to buy a twomonth travel card instead of being fined. It helps promote customer loyalty and generates additional revenue. 25
IN FRANCE AND EUROPE
FINANCIAL PERFORMANCE
REORGANISING THE ORLÉANS NETWORK FOR GREATER ADDED VALUE “Since 2012, our work with Keolis has helped us optimise our transport network. For example, we have completely reorganised bus routes to make them more complementary with the second tramway line. In the space of a year, this new arrangement has led to an increase in passenger numbers from 26 million to 30 million. In 2014 we also set up a joint programme to fight fare evasion, supported by an advertising campaign and intensified ticket controls. These initiatives have significantly optimised the efficiency of our network.” CHARLE S-É RIC LEM AIGNEN , PRE SIDE NT OF THE ORLÉ ANS-VAL DE LOIRE URBAN COMMUNIT Y (FR ANCE)
Orléans, France. 26
A CLIENT’S VIEW
CUSTOMER SATISFACTION
IN ALL FOUR CORNERS OF THE GLOBE, WE PRIORITISE CUSTOMER EXPERIENCE
Listening to passengers, understanding them, fulfilling their needs and providing them with the best quality of service are the ultimate goals of the Group’s philosophy, “Thinking like a passenger”. This forms the basis of all Keolis’ initiatives. Each customer is seen as an individual, and the company’s aim is to make public transport increasingly attractive.
27
Boston, United States.
STRIVING TO FULFIL PASSENGER EXPECTATIONS MORE EFFECTIVELY
A
s it expands its presence in the American market, Keolis is putting customer satisfaction at the heart of its strategy. Keolis North America is employing the Group’s philosophy, “Thinking like a passenger”, on Boston commuter trains, on the Virginia Railway Express network in Washington, on Las Vegas buses and on its networks in California and Florida. “We put ourselves in the
customer’s position when we work out solutions,” said Leslie Aun, Communications Director for the North American platform. “This approach, based on constantly improving customer experience, is unique in the American market and truly differentiates us from our competitors.”
expectations is applied to all aspects of a journey – comfort, cleanliness, regularity, safety – and to everything that can facilitate or add to this. In Boston, for example, customers can access a mobile application for planning their itinerary, a Twitter account and a dedicated call centre. In Washington, and on several bus networks, Wi Fi access allows passengers to use their journey time to work, read or play games online. In all countries where Keolis is
GETTING A HANDLE ON SATISFACTION
The core principle of anticipating passenger 28
present, “Thinking like a passenger” draws upon an in-depth process of understanding passenger behaviour and expectations. The process uses several tools and a variety of studies: “Keoscopie” surveys; meetings with customers; using claims to upgrade the service; and accompanying passengers on their journeys so as to better understand their needs. This philosophy is sometimes put to the test, as during last winter, when unusually heavy, lengthy
CUSTOMER SATISFACTION TRAVELOGUE
FACELIFT FOR DIJON NETWORK ATTRACTS MORE PASSENGERS
Since Keolis reorganised the bus network in Dijon and light rail was introduced in 2012, use of the network has increased by 32%. The rise can be explained by a collective effort to respond to passengers’ needs: matching timetables to those at the university campus, improving safety, and optimising the information system. In 2014 the overall satisfaction level was 92.8% compared to 85.2% in 2012.
CONNECTION
Virginia Railway Express was the first American transport network to offer passengers Wi Fi access.
ALL HANDS ON DECK!
This past winter our teams in Boston responded with an extraordinary mobilisation to unprecedented snowfalls that disrupted traffic.
Washington DC, United States.
snowstorms and very low temperatures hit Boston and disrupted the city’s transport infrastructure. “This crisis situation allowed us to put our principles into practice, and we were all on board,” Leslie said. “We have learnt valuable lessons which will help us improve and guarantee an optimal service the next time any similar event happens.” TAKING CUSTOMER DIVERSITY ON BOARD
The purpose of this very
as frequency, itineraries, timetables, modes of transport or fares. This understanding also provides a basis for continuous actions to improve everything that contributes to customer satisfaction. Constant efforts are made in running the service, particularly regarding reliability and regularity, comfort and cleanliness, but also ease of access and use, with information, signalling and ticketing.
detailed observation of customers is to accommodate passenger diversity – travel card holders, recent immigrants who do not yet speak the language fluently, tourists, senior citizens, students, people with a physical or cognitive disability – as well as the diversity of their mobility requirements over space and time. In this way, Keolis and the transport authorities can develop mobility offers adapted for all, using various levers such 29
MAKING SERVICE QUALITY A PRIORITY YEAR AFTER YEAR Keolis Deutschland is fully onboard in the Group’s policy of making quality of service and customer satisfaction key priorities, even during service disruptions. Over the past five years, the German subsidiary has achieved very positive ratings for its management of the Maas-Rhein-Lippe and Hellweg networks.
KEY FIGURES
CUSTOMER SATISFACTION
KEOLIS’ CUSTOMER SATISFACTION INDICATORS
1st
PRIZE AS BEST URBAN PUBLIC TRANSPORT OPERATOR for Syntus, Keolis’ subsidiary in the Netherlands.
96.5%
99
OF BUSES on the Las Vegas network run on time.
%
8
OF CUSTOMERS SATISFIED with trams in Bergen (Norway).
OUT OF 10 CUSTOMERS SATISFIED with service from Lila Premier Coach Rapid Transit (Loire-Atlantique) one year after launch.
21
BUS ROUTES in the Bordeaux network meet French NF Service standard.
96%
OF NOTTINGHAM TRAMS PASSENGERS satisfied with the service provided.
MILLION PASSENGERS carried on the Gold Coast light rail less than two months after launch.
30
96%
OF CUSTOMERS POLLED would recommend Divia (Dijon) buses and trams to friends and family.
CUSTOMER SATISFACTION
27
million people have a smartphone in France, or 50 % of citizens aged 11 and over.
65%
Proportion of smartphone owners who use their phone during their daily journeys.
5
Number of towns in France besides Montargis and Lille that will use the Mobility Companion in 2015: Lorient, Chauny-Tergnier, Bordeaux, Brest and Orléans.
PREMIUM SERVICE
The criteria for personalising the itinerary search include whether the person wears high-heeled shoes.
Montargis, France.
I
n an increasingly connected world, digital communications play a key role in facilitating public transport use and increasing passenger satisfaction. With this goal in mind, Keolis developed the Mobility Companion in 2014. The mobile application was built based on input from passengers on the Amelys network in Montargis, south of Paris, and can be adapted to networks of all sizes. PERSONALISED ITINERARY SEARCHES
The application, which is free on Apple and Android smartphones and Pebble smartwatches, has an itinerary search function covering all modes of transport, even walking. Searches can be personalised with criteria such as walking
DIGITAL APP MAKES MONTARGIS TRANSPORT EASIER TO USE quickly or slowly, weather conditions, the need to be seated or a disability. The Mobility Companion also facilitates itinerary management. For example, passengers can upload it to their mobiles, file it in “favourites”, programme alerts so as not to miss a bus or be warned when their bus is approaching the desired stop. It also informs passengers of nearby points of interest during a journey, such as hospitals, administrative offices or
shops. If a service is disrupted, notifications can be sent in real time with suggestions for alternative routes. INTUITIVE, INNOVATIVE FUNCTIONS TO COME
From June 2015 new functionalities will be added, such as purchasing tickets or renewing season tickets online. “We tested the Mobility Companion for several months, and got a very good reception from customers,” said 31
Najoua Ben Jemaa, Digital Communications Director at Keolis. “Its simplicity of use and its innovations compared with existing tools were appreciated.” Following this successful experiment, the application was launched in Montargis in February 2015 and in Lille in April. Canal TP, the Keolis business unit that developed the itinerary search tool for the application, has begun marketing it to local authorities, including areas where Keolis is not present.
CUSTOMER SATISFACTION
AN EMPLOYEE 'S VIEW
ZAKARIAA, 39, MEDIATOR IN TOURS, FRANCE “FINDING YOUR WAY ON THE PUBLIC TRANSIT SYSTEM MAY SEEM EASY, BUT SOME PASSENGERS HAVE NO SENSE OF DIRECTION. OTHERS HAVE TROUBLE READING, AND OTHERS HAVE A PHOBIA OF ANYTHING TECH-RELATED. IN MY ROLE AS MEDIATOR, I COME TO THE RESCUE, GUIDE THEM IN THEIR QUEST FOR INFORMATION, AND HELP THEM TAKE FULL ADVANTAGE OF OUR TRANSIT NETWORK.”
32
FRANCE
TOURS
DISCOVER THE STORY OF ZAKARIAA, MEDIATOR IN TOURS. www.keolis.com
“Tours’ Fil Bleu network consists of 27 bus lines and, since September 2013, a North-South tram line. The company really values the mediator’s role in improving service quality and passenger safety.”
“The network’s mediation service has an unwritten pact with the population. We believe that public transit is not just a matter of moving passengers from point A to point B. It’s also about assisting them in their everyday lives and making sure they experience a pleasant, trouble-free moment in our care.” 33
CUSTOMER SATISFACTION
A CLIENT 'S VIEW
ADAPTING TRANSPORT SOLUTIONS FOR A DIVERSITY OF USES “To cater for passengers with very different profiles and uses of public transport, we launched Eazyweb with Keolis in 2014. It is a simple, ergonomic site that allows passengers to find all the information they need and that is relevant to their journey. It also offers a system of network alerts in case of snowfall, for example. Keolis also set up a free bus shuttle called ‘Ma Citadine’, for getting around Arras. It has been extremely popular with local people, with no fewer than 210,000 journeys completed in 2014. We have consequently decided to extend the shuttle’s route to serve La Citadelle and certain Park-and-Ride sites on the edge of the town.” PHILIPPE R APE NE AU, PRE SIDE NT OF THE ARR A S URBAN COMMUNIT Y (FR ANCE)
Arras, France. 34
INTERMODAL TRANSPORT
FROM BUSES TO BIKES, A “TOUR DE FRANCE” OF INTERMODAL TRANSPORT MAKING NETWORKS MORE FLUID
Thanks to decades of cumulative experience in the management of integrated networks, Keolis has perfected its understanding of the four fundamental aspects of intermodal transport: infrastructure, ease of changes, passenger information and harmonisation of timetables between the various transport modes. With a presence across the entire mobility chain, including car parking, Keolis Group rationalises existing networks and conceives those of tomorrow, with the aim of promoting simplicity in urban travel and the attractiveness of collective or shared transport.
35
ACCESSIBILITY
100% of all Lille’s metros, trams and urban buses are accessible for people with reduced mobility.
MUST-SEE
Lille-Flandres railway station is the busiest transport hub in the metropolis, with metros, tramways, buses, bike-sharing stands, connections with regional trains and a sales office.
Lille, France.
PROVIDING SEAMLESS, SIMPLIFIED DAILY JOURNEYS AROUND GREATER LILLE
G
reater Lille’s public transport authority – Métropole Européenne de Lille (MEL) – strives to provide the conurbation’s 85 municipalities with a coherent, coordinated and fluid transport system. The Transpole network, which has been operated by Keolis Lille for over 15 years, has a fully intermodal offer. The metropolitan area’s 1.1 million inhabitants have access to metro, tramway, buses, bicycles, carpooling and car-sharing services, as well as 10 Park-and-Ride facilities with 7,000 parking spaces. “The Lille network is structured to provide seamless intermodal transport, allowing passengers
to adapt their itinerary according to their needs, or the day’s weather forecast,” said Gilles Fargier, Managing Director of Keolis Lille. “Today our subsidiary faces new challenges. In response to sustainable development requirements in town planning, MEL’s goal is to double the market share of public transport from 10% in 2010 to 20% by 2020, and multiply the share for bicycles fivefold, from 2% to 10%.”
sharing, carpooling and car-sharing, as well as secure parking spaces for bicycles. New multimodal hubs have also been created. In parallel, a major effort is underway to increase public transport capacity: from 2011 to 2013 the distance covered by buses rose by 30%; by the end of 2016 the most-used metro line will have doubled its capacity, with 52-metre carriages replacing the current 26-metre carriages; and at the end of 2016, the renovation of the tramsets will increase passenger capacity by 15%.
BROADENING THE OFFER AND INCREASING CAPACITY
Over the years, MEL and Keolis Lille have diversified INNOVATION IN SERVICES AND public transport services with INFORMATION the introduction of new forms To make day-to-day use of of mobility. These include bike- intermodal transport easier, 36
Keolis Lille launched the Transpole application in early 2014. The app integrates all possible multimodal solutions in the calculation of an itinerary, and is a handy tool for passengers, providing them with information relevant to their route. Another innovation in customer service was the creation in September 2014 of a dedicated information and command centre functioning 364 days a year, from 5.15 am to 1 am. This centre can detect a service disruption, offer operators alternative solutions and deliver real time information to passengers via a variety of channels, including Internet, social networks and passenger announcements.
INTERMODAL TRANSPORT TRAVELOGUE
STRONGER LINKS BETWEEN NANTES’ URBAN AND PERI-URBAN AREAS
Just one year after Lila Premier’s Coach Rapid Transit service began operating in the Nantes region in September 2013, patronage had risen by 80%. This strong performance was achieved thanks to: an overhaul of the itinerary; a reorganisation of the service; the creation of a connection with the Nantes tramway; the installation of Park-and-Rides along the route; and the introduction of new services such as flat screens, low floors and real-time information on board the coaches.
Lille, France.
WORKING TOGETHER TO IMPROVE THE MELBOURNE NETWORK
In 2014 Yarra Trams, the Keolis subsidiary operating the Melbourne tramway, and Public Transport Victoria, the State's public transport authority, continued to build their partnership. Yarra Trams took part in a series of workshops and meetings with other operators in the Melbourne multimodal network to address optimising customer service, modernising equipment and reviewing timetables, frequency and ticketing.
37
INTERMODAL TRANSPORT
KEY FIGURES
LILLE'S TRANSPOLE NETWORK
428
2,200
NATURAL GAS-FUELLED BUSES on 96 routes.
2,200
MEMBERS of carpooling programmes.
170 MILLION JOURNEYS per year.
10
PARK-AND-RIDE FACILITIES with 7,000 parking spaces.
400,000 HOLDERS of the “Pass Pass” travel card.
BICYCLES in self-service rental, 233 stations, 3,500 long-term lease cycles.
87 MUNICIPALITIES served in an area of 1.1 million inhabitants.
38
24
TRAMS, 22 km of lines, 36 stations.
INTERMODAL TRANSPORT
2nd
Lyon’s TCL network is the largest in France after Paris.
1.7
million journeys per day made on the TCL network.
25
Park-and-Ride facilities with 7,380 spaces in Greater Lyon.
HUB
La Soie is the emblematic multimodal hub for the Lyon Metropolis, with bus, metro and tram routes, an airport rail link, Park-and-Ride and a sales office.
Lyon, France.
L
yon’s public transport system (TCL), spanning metro, tram, bus and cable car routes, is traditionally the showcase for Keolis’ expertise in intermodal transport. Now the model has also won international recognition, as shown by the 200 delegations (of which 100 come from abroad) received in 2014 by Sytral, the transport authority, and Keolis Lyon, which has operated the network for over 30 years. Keolis teams regularly host study tours for colleagues from other networks in the Group and for representatives from transport authorities such as Abu Dhabi's, who recently came for training and to study the organisation of the network.
ACCOMPANYING THE FAST-GROWING LYON METROPOLIS by increasing network interconnections in the metropolis and by using new modes of transport – metro, then tram – that complement the existing bus network, which was itself profoundly reorganised in 2011. Since then, network expansion continues in parallel with the conurbation’s development. In late 2013, metro Line B was extended across the River Rhône towards the southwest of the metropolitan area. Thanks
A MULTIMODAL NETWORK ACROSS THE WHOLE AREA
The recognition is on a par with Sytral’s high performance standards. “Passengers can move with ease across the entire area of the conurbation, with a minimum of changes,” said Jean-Yves Pascal, Projects, Marketing and Intermodal Director at Keolis Lyon. “Every year Sytral invests more than 150 million euros in expanding the network.” Over the years Keolis has supported this development 39
to the 1.8 km extension, inhabitants of this sector can get to Part-Dieu mainline railway station in 15 minutes. Three tramlines were extended from mid-2013 to early 2014, including the T1, which links the growing Confluence and Gerland districts. The latest project is to connect the new Grand Stade des Lumières, one of the stadiums for Euro 2016 (UEFA European Football Championship), to tram, bus and coach routes by December 2015.
INTERMODAL TRANSPORT
40
A PASSENGER'S VIEW
BORDEAUX
FRANCE
DISCOVER THE STORY OF CHARLOTTA, CUSTOMER IN BORDEAUX.
CHARLOTTA, 37, USER OF THE BORDEAUX NETWORK
www.keolis.com
“BEFORE MOVING HERE WITH MY FAMILY, I GOT TO KNOW BORDEAUX AS A STUDENT IN 2004 AND 2005. THE CITY HAS CHANGED CONSIDERABLY! THE PUBLIC TRANSPORT NETWORK (ESPECIALLY THE TRAMWAY) HAS IMPROVED AND EXPANDED, CLEARLY HELPING TRANSFORM THE CITY.”
“The transport system makes getting around town easy, whether by tram, bus or bicycle, and combining the different modes is a breeze. I believe Bordeaux’s superior quality of life and user-friendly transport system rate highly among the factors that draw young couples like us to settle down here.”
41
INTERMODAL TRANSPORT
PROVIDING SERVICES ADAPTED TO THE NEEDS OF BORDEAUX CITIZENS “We have been working with Keolis to develop the Bordeaux network since 2009. It carried 123 million passengers last year and has become the largest tramway network in France. We have placed our trust in Keolis for the next eight years as we know that this operator, with its expertise in managing intermodal transport, can deliver services adapted to passenger needs. The introduction of Batcub, a hybrid river shuttle, and the reorganisation of the bus network are perfect examples of this.” CHRIS TOPHE DUPR AT, VICE-PRE SIDE NT FOR TR ANSP ORT, BORDE AUX MÉ TROP OLE (FR ANCE)
Bordeaux, France. 42
A CLIENT 'S VIEW
CORPORATE SOCIAL RESPONSIBILIT Y
SUSTAINABLE DEVELOPMENT FOR TODAY AND TOMORROW, ACROSS ALL OUR NETWORKS
Keolis is committed to taking on board the specific concerns of each local authority. Its aim is to achieve balanced development of territories by favouring environmentally friendly transport and alternative energy sources, while at the same time promoting diversity, equality, security and safety for all.
43
Lyon, France.
ENSURING PASSENGER AND EMPLOYEE SAFETY AND SECURITY EVERY DAY
T
approach also uses feedback from accidents in 2013 and 2014, allowing concrete measures to be put in place, for instance on health issues and fatigue management for drivers, and on passenger safety with awareness campaigns in interurban coaches.
he safety of passengers and employees is a priority for Keolis. With this in mind, the Group’s Safety Department has implemented a system of safety management based on continual improvement. “In 2013 each subsidiary carried out a diagnosis of its organisation, practices and capabilities, and in 2014 they each rolled out their action and improvement plans,” said Thierry Guinard, Group Safety Director. This
FIGHTING FARE EVASION ALSO CONTRIBUTES TO SECURITY
Actions that help reduce the sense of insecurity generated in specific situations can also increase passenger safety. “As 44
CORPORATE SOCIAL RESPONSIBILIT Y
30
TRAVELOGUE
“A tram weighs as much as 30 rhinos. Look, listen and be alert around trams.” That was the slogan of the campaign launched in Brest and aimed at promoting safety by warning pedestrians to be cautious when around trams.
SHARING EXPERTISE WITH THE ABU DHABI TRANSPORT DEPARTMENT
In November 2014, Keolis provided a three-week training programme in Lyon and Düsseldorf to six representatives of the Abu Dhabi Department of Transport (DoT). They learned how to structure an intermodal network, and were able to increase their knowledge of operations and maintenance. This success strengthens the relationship of trust between Keolis and the Department of Transport.
SAFETY FIRST
Since 2014 all managers have been asked to begin every meeting with a five-minute session on safety.
REDUCE FARE EVASION
Keolis has set up a global action plan to combat fare evasion on its networks.
Brest, France.
INFORMING AND CONSULTING STAKEHOLDERS a private operator, Keolis has no intention of replacing the police force, however our teams contribute on a daily basis to making journeys more reassuring by combating fare evasion, a major area of concern for public transport authorities and law-abiding passengers,” said Jean-Claude Borel-Garin, Group Security Director. Keolis is able to respond to this concern via the presence of authorised officers and a policy of innovation piloted by the Safety Managers in its major
employees that safeguard their health and physical integrity. The Group has undertaken a process of continual improvements in this area. As well as circulating safety standards and sharing tools for the prevention of workplace accidents, nearly 200 managers benefited from health and safety training in 2014. In 2015, this training will be extended to operational teams.
French urban networks. In 2014, for example, most of the networks rolled out actions that had originally been initiated locally, such as ticket control by plain-clothes officials, which was started in Lyon, or the “Troc’It” initiative launched in Dijon, which allows fare evaders to avoid paying a fine if they buy a two-month travel card. SAFEGUARDING EMPLOYEES’ HEALTH AND SAFETY
It is essential for Keolis to provide conditions for
45
For the fourth consecutive year, Keolis brought together 30 French stakeholders – representatives of passenger and environmental associations, public authorities, companies and experts – to discuss various projects. The central theme in 2014 was energy. The event gave members of the Keolis Executive Committee a chance to hear a full range of opinions from these French experts and to convey information about the company’s expertise and knowledge.
CORPORATE SOCIAL RESPONSIBILIT Y
KEY FIGURES
KEOLIS’ CORPORATE SOCIAL RESPONSIBILITY
254
10 PRINCIPLES
OF THE UNITED NATIONS GLOBAL COMPACT observed for the 10th consecutive year.
% 100
HYBRID BUSES across the Group.
OF SUBSIDIARIES INVOLVED in the Group’s environmental policies.
100%
772,700
OF LILLE’S URBAN BUSES fuelled by gas.
73
TONNES OF CO 2 EMISSIONS IN 2014 (for 3 billion journeys).
#1
KEOLIS WAS THE FIRST PUBLIC TRANSPORT GROUP to be awarded the Equality label by the French National Commission for Gender Equality.
200
MANAGERS trained in business ethics (Konformité programme).
KEOLIS SITES obtained ISO 14001 environmental management certification.
46
CORPORATE SOCIAL RESPONSIBILIT Y
230,000
Number of kWh saved each year thanks to the system of recovering braking energy in the Rennes metro.
90%
Proportion of journeys on the Dijon network by electric traction vehicles.
10
Number of subsidiaries that were certified ISO 14001 in 2014, part of the Group’s environmental policy.
BIOBUS
Keolis Sverige, the Group’s subsidiary in Sweden, will have converted all its buses to biogas, ethanol or biodiesel by 2017.
Hisingen, Sweden.
K
eolis makes every effort to minimise its environmental footprint. This commitment forms the core of the company’s KeoLife programme and is centred on three major priorities: energy transition; waste control; and the reduction of water consumption. The principle has been applied in a large number of initiatives undertaken by Keolis’ subsidiaries. For example, the Group encourages the use of alternative forms of energy such as biogas and biofuels. It also works with public transport authorities to introduce hybrid vehicles (BRT in Metz, 102 buses in Dijon and 30 buses in Bordeaux) and test electric vehicles, for example in its
MANAGING EACH SUBSIDIARY’S ENVIRONMENTAL IMPACT operations in Denmark and Lyon. The installation of energy recovery systems in the Rennes and Lyon metro networks and the Tours tramway are other examples of this commitment.
Keolis is partnering with public transport authorities to build High Environmental Quality depots and maintenance centres, meaning the buildings produce more energy than they consume. Major efforts are also being made in training and improving awareness among employees, for example ecodriving programmes for drivers, using Keolis’ simulators.
MULTIPLE INITIATIVES TOWARDS ENERGY TRANSITION
EFFIA introduced a plan that allowed the subsidiary to reduce energy consumption in its car parks by 30% to 70%. In Dijon, Lille and Brest,
47
PUSHING AHEAD ON THE ISO 14001 CERTIFICATION
The Group’s environmental policy is based on continual improvement and takes its lead from feedback transmitted by its subsidiaries. It also uses the internationally recognised ISO 14001 standard. In 2014, 10 subsidiaries received their first ISO 14001 certification, a recognition of the Group’s environmental approach. At the end of the year, 73 Keolis sites were certified, up 35% from 2013.
CORPORATE SOCIAL RESPONSIBILIT Y
SELENA, MANAGER OF EQUAL EMPLOYMENT OPPORTUNITY AND TITLE VI COMPLIANCE IN BOSTON “KEOLIS COMMUTER SERVICES HAS DEVELOPED A DEDICATED DEPARTMENT TO COMBAT DISCRIMINATION IN BOSTON… AND HIRED ME IN NOVEMBER 2014. I HAVE BEGUN AN EXCITING ADVENTURE HERE!”
48
AN EMPLOYEE 'S VIEW
BOSTON
UNITED STATES
“Every day, more than 127, 000 passengers commute via Keolis’ 14 train lines, which form a network of over 1,000 kilometres.”
DISCOVER THE STORY OF SELENA, MANAGER OF EQUAL EMPLOYMENT OPPORTUNITY AND TITLE VI COMPLIANCE IN BOSTON. www.keolis.com
49
CORPORATE SOCIAL RESPONSIBILIT Y
A CLIENT 'S VIEW
MAKING ACCESSIBILITY A PRIORITY “The population of the Twente region in the Netherlands is aging. So when the contract was renewed, we wanted to prioritise the accessibility of our vehicles, both for senior citizens and for people with reduced mobility. Thanks to Syntus, Keolis’ Dutch subsidiary, we have improved lighting for access doors and information for passengers. We have also set up a system that allows disabled people to board buses more easily. Thanks to its international experience, the Keolis Group was able to propose excellent solutions to make the accessibility of our vehicles a priority.” JAN BRON , MEMBE R OF THE “REG IO T WENTE ” COUNCIL (THE NE THE RL ANDS)
Twente, Netherlands. 50
GOVERNANCE AND INDICATORS
GOVERNANCE AND INDICATORS
Ever since 2004, in compliance with the United Nations Global Compact, we have monitored a series of indicators related to business, human resources and sustainable development. These indicators echo our performance under the aegis of the Executive Committee and the Supervisory Board.
51
GOVERNANCE At Keolis, corporate governance is provided by the Executive Committee, a management and internal decision-making authority that examines the Group’s strategic orientation, and by the Supervisory Board, which represents both shareholders, SNCF (70%) and CDPQ (30%). MEMBERS OF THE GROUP'S EXECUTIVE COMMITTEE
1
2
3
1. Olga Damiron Group Human Resources Director 2. Laurent Kocher Executive Director, Marketing, Innovation and Services 3. Jean-Pierre Farandou Executive Chairman 4. Bernard Tabary CEO, International 5. Frédéric Baverez CEO, France and CEO, EFFIA 6. Michel Lamboley Group CEO 7. Jacques Damas Executive Director, Rail and Operations 8. Arnaud Van Troeyen Executive Vice-President, Strategy and Development
4
5
6
7
52
8
GOVERNANCE AND INDICATORS
MEMBERS OF THE SUPERVISORY BOARD
Joël Lebreton
Jean-Yves Leblanc
Chairman of the Supervisory Board
Independent Board Director, former CEO of Bombardier Transport
Patrick Côté
Philippe Maystadt
Director of Asset Management – Private Equity (Infrastructures), CDP Capital France
Independent Board Director, Honorary President of the European Investment Bank
Mathias Emmerich
Normand Provost
Deputy CEO, Performance, SNCF Mobilités
Advisor to the President and former Vice-President, Caisse de Dépôt et Placement du Québec
Éric Lachance
Laurent Trevisani
Regional Director, Europe (Infrastructures), CDP Capital France
Director of Group Strategy, SNCF, and Managing Director, SNCF Participations
53
GROUP INDICATORS CONSOLIDATED FIGURES
MANAGEMENT FIGURES
(UNAUDITED) (1)
REVENUE
MILLIONS OF EUROS
2014
4,459.1
2013
4,138.2
5,564.5
5,091.3
RECURRING EBITDA MILLIONS OF EUROS
2014
277.8
2013
323.1
249.3 280.0
PROFIT ATTRIBUTABLE TO EQUITY SHAREHOLDERS MILLIONS OF EUROS
2014
26.0
2013
54
23.0
GOVERNANCE AND INDICATORS
TOTAL EQUITY MILLIONS OF EUROS
2014
994.4
MICHEL LAMBOLEY GROUP CEO
2013
994.1
966.3
“If 2013 was a year of transition and consolidation, then 2014 was characterised by a return to a strong rate of growth (+9,3% at constant standards). This can be explained by good performance in our base of existing contracts, but also by the addition of new contracts won by the Group, in particular outside France. The Keolis Group’s profitability also rose in 2014 (+15.4% at constant standards) to reach 323 million euros. Although our significant growth required investment, this certainly did no harm to the Group’s financial situation, which remains solid and allowed us to report a very low debt-toequity ratio of 1.5, much less than the maximum of 3.5 laid out in bank documents. The 2014 financial year has therefore fulfilled the strategy of profitable growth adopted in the previous financial year.”
966.1
REVENUE INCREASE
2.5
X OVER 10 YEARS
(1) Keolis believes that the key figures established without applying IFRS 10 and 11 standards are pertinent indicators of the Group’s operational and financial performance. They should be considered as complementary information that cannot be substituted for any other measure of operational and financial performance of a strictly accounting nature, as presented in the consolidated financial results and their annexes and notes or quoted in the financial report.
55
INDICATORS BY BUSINESS ACTIVITY REVENUE BREAKDOWN PERCENTAGE
FRÉDÉRIC BAVEREZ CEO, FRANCE AND CEO, EFFIA
2014
“The major event in France this year was certainly the renewal of the Bordeaux contract, which is the Group’s showcase of a multimodal system. And this is not the only success, even though tenders were fairly scarce during 2014, a year of local elections. For example, the urban transport contract in Cherbourg was renewed, as was the Bus Verts contract in Calvados. In tandem with this, Keolis grew its presence in the interurban market with the acquisition of Autocars Striebig in Alsace, which enables us to strengthen our position in a dynamic region. Finally, EFFIA was successful in winning several contracts in 2014 and held its number two ranking in the French car park market with 138,000 spaces under management.”
2013
9
9
14
14
27
31
50
46
2012 INTERNATIONAL FRANCE URBAN
4 16
FRANCE REGIONAL
33
OTHER IN FRANCE + EFFIA
47
SHAREHOLDER BREAKDOWN 2014
Caisse de dépôt et placement du Québec 30%
SNCF Participations 70%
2013
Caisse de dépôt et placement du Québec 30%
56
SNCF Participations 70%
2012
Caisse de dépôt et placement du Québec 30%
SNCF Participations 70%
GOVERNANCE AND INDICATORS
COUNTRIES IN WHICH THE GROUP IS PRESENT 2014
2013
2012
Australia, Belgium, Canada, China, Denmark, France, Germany, India, Luxembourg, Netherlands, Norway, Portugal, Sweden, United Kingdom, United States
Australia, Belgium, Canada, China, Denmark, France, Germany, India, Luxembourg, Netherlands, Norway, Portugal, Sweden, United Kingdom, United States
Australia, Belgium, Canada, Denmark, France, Germany, India, Netherlands, Norway, Portugal, Sweden, United Kingdom, United States
TRADITIONAL AND DRIVERLESS METRO NETWORKS KILOMETRES
2014 2013 2012
BERNARD TABARY CEO, INTERNATIONAL
240 (1)
“Winning two major contracts in the UK, extending our presence in Continental Europe, launching transport networks in Boston and Gold Coast, mobilising teams in Hyderabad, winning the light rail contract for Waterloo – 2014 was a particularly full year for Keolis’ international activities, and for the first time in the Group’s history these represent 50% of turnover. What is behind our success across the globe? We rely on the solid experience acquired by working with our French and international clients, in particular in intermodal transport. We forge partnerships based on trust with public transport authorities and we always put ourselves in the passenger’s place when we take over running a network.”
89 87
RAILWAYS KILOMETRES
2014
5,754
2013
5,754
2012
4,900
(1) Of which 70 kilometres are under construction.
57
HUMAN RESOURCES INDICATORS NUMBER OF EMPLOYEES UNITS
2014
60,013 2013
54,383 2012
52,582 OLGA DAMIRON GROUP HUMAN RESOURCES DIRECTOR
PROPORTION OF WOMEN IN THE GROUP WORKFORCE
“Keolis has just passed the symbolic level of 60,000 employees, of whom 43 % work in one of our subsidiaries outside France. As a sign of our Group’s vitality, in 2014, we recruited nearly 7,000 people, including 3,200 abroad. Our growth and development will necessitate a steady rate of recruitment between now and 2017, by which time Keolis is expected to employ 80,000 people. Our employees are spread across the world, but whether they are in Hyderabad, Brest, Boston or Melbourne, they now share the same values: ‘We Imagine, We Care, We Commit’.”
PERCENTAGE
2014
20.48 2013
20.96 2012
20.98
PROPORTION OF EMPLOYEES TRAINED IN FRANCE PERCENTAGE
2014
76 2013
74 2012
56
58
GOVERNANCE AND INDICATORS
HOURS OF TRAINING IN FRANCE UNITS
2014
681,775 2013
654,769 2012
633,406
NUMBER OF DISABLED PEOPLE IN THE WORKFORCE IN FRANCE
PROPORTION OF PEOPLE WITH DISABILITIES IN THE WORKFORCE IN FRANCE
2014
2014
PERCENTAGE
UNITS
1,428
4.10
1,333
3.97
2013
2013
2012
2012
1,299
3.93
PROPORTION OF FEMALE EXECUTIVES RECRUITED WITH LONG-TERM CONTRACTS IN FRANCE PERCENTAGE
2014
43 2013
42 2012
38
59
ENVIRONMENTAL INDICATORS
NUMBER OF ISO 14001CERTIFIED SITES JACQUES DAMAS EXECUTIVE DIRECTOR, RAIL AND OPERATIONS
“It was 15 years ago that Keolis introduced its Label Vert (Green Label) as an internal reference. This operational approach was already a strong environmental commitment from the Group. Since then, rising demands from public transport authorities, increased sensitivity on the part of the public, stricter regulation and our international growth have led Keolis to strengthen its targets for environmental protection. In practical terms, that has involved setting up an environmental management system based on the ISO 14001 standard. Major initiatives have been taken in partnership with the public transport authorities, in particular on reducing energy consumption, greenhouse gas emissions and water consumption, and also waste management initiatives.”
73
UNITS
AMOUNT OF HAZARDOUS WASTE PRODUCED
3,400
TONNES
TOTAL WATER CONSUMPTION AT KEOLIS SITES
CUBIC METRES
60
616,900
GOVERNANCE AND INDICATORS
2014 WAS THE TH
10 YEAR
OF KEOLIS’ COMMITMENT TO HONOUR THE 10 PRINCIPLES OF THE GLOBAL COMPACT
ENERGY CONSUMPTION FOR COMMERCIAL TRACTION AND AT SITES
249, 300
TOE (TONNES OF OIL EQUIVALENT)
QUANTITY OF CO 2
LINKED TO COMMERCIAL TRACTION AND SITES
772,700
TONNES
61
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Communications Department 20, rue Le Peletier 75 320 Paris Cedex 9 – France Telephone: +33 (0)1 71 32 90 00
[email protected] Keolis wishes to thank the employees and passengers who took part in producing this Annual Report for their contribution and gathering of information. Keolis – Director of publication: Arnaud Van Troeyen – Managing editors: Florence Forzy and Catherine Miret – Editor: Nicolas Delaleu. – Illustration: Creamcrackers – Creation, editing and production: Translation: Susan Landau – Photo credits: Keolis DR, Arras Tourism Board, A. Barrière/CAPA Pictures, J. Blanchard, Paul Bradbury/Caiaimages/Photononstop, C. Charpentier, (contextes) for Spécifique, P. Gifford/CAPA Pictures, Robert Harding/Bios/Photononstop, L. Mayeux, J. Raleigh, M. Riché, Shentong Group, Yves Talensac/Photononstop, N. Tucat/CAPA Pictures, H. Vadlamani/CAPA Pictures, GettyImages. Cover photo: Bordeaux.
WE IM AGINE WE C ARE WE COMMIT
