LOOKING AHEADTO2013 our 2012results new structure New challenges, ing ourknow-how Export to citesandregons Connecting stations for everyone Reinventng stations Deliverng qualtyevery day —WITH YOUANDFOR STATIONS ONTHEMOVE In theirownwords Stations 2012: 2012: Excitement 2012 AT AGLANCE of governance A newmodel www.gares-connexions.com

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2012 ANNUAL REPORT 2• 2012 AT A GLANCE •3

January February March April May June

Impromptu: Ballet at Mulhouse New name for Versailles station New life for Paris-Saint-Lazare AREP designs a new city for New chair for innovative station Multimodal hub at Rennes station The Versailles Rive-Gauche station station Saudi Arabia design station The 33 dancers of the Ballet of is renamed Versailles-Château, After ten years of works, the new The new city of Al Khobar is Gares & Connexions partners with A major modernization pro- the Opéra National du Rhin stage and its windows, which are on station offers renovated public created to meet three needs: École des Ponts ParisTech and gramme will address multiple a flash mob event in the station’s UNESCO’s world heritage list, are spaces, access to multiple forms of family-friendly tourism; innovative Fondation des Ponts to establish a challenges as part of a sweeping concourse. renovated to bring more light into transport, and a unique collection businesses and mixed-use deve- new Chair: Reinventing the Station urban integration plan. the station. of shops. lopment; and sustainable mobility. for the 21st Century.

July August September October November December

Cross-Channel terminal opens in Multimodal hub for Toulon Experiment with free WiFi Stations celebrate Nuit Blanche New childcare centre at Paris- Hubiz opens in Épinay-Villeta- Paris-Nord station Station renovation continues, Gares & Connexions launches a festival Nord station neuse station Expanded reception and security showcasing the building’s historic year-long experiment, offering The Paris-Austerlitz, Paris-Bercy Paris-Nord becomes the first The product of a partnership facilities will allow increased traffic features and creating a new ticket free WiFi in some 100 stations. and Metz stations throw an all- station in the Paris region to open with Relay and Casino, the new to the United Kingdom. sales area. night party on Saturday, 6 October a childcare centre. Managed by convenience store offers food and 2012. Babilou, it can serve a total of 30 consumer products. children. 4• 2012: Excitement •5

Théâtre du Centaure at Paris-Saint-Lazare station, 21 March 2012 6• Stations 2012: In their own w ords •7

Getting shops into stations is all about asking the right questions. What services “and shops do the passengers need? Which Accessibility is a major challenge for sta- retailers are right for this station—a bakery, a “tions, and Gares & Connexions is deploying bookstore, a clothing boutique? Putting the a comprehensive action plan in response to France’s national accessibility initiative right shop in the right place is the secret to Delivering high- (SDNA). The SNDA is the product of a joint effort between associa- a vibrant station. quality services and tions for the disabled and SNCF dating back to 2006. It sets out the “projects for the 300 stations in our territory Making travel easy for passengers and Véronique Lequien, timeline—and the improvements and facilities that stations should ” takes real teamwork. You have to know how ensuring that the various transport modes Marketing specialist for in-station space, A2C have in place by 2015. to trust other people, how to motivate them, connect“ at the station requires constant and—above all—how to take the right deci- coordination between the experts at Laurent Colin, ” sions. The right decision is a win for every- Gares & Connexions and our regional of- Station Accessibility Architect, AREP Group one: the passengers, the local community fices. In fulfilling this mission, our biggest and our partners. job is pooling all the requests and providing targeted advice to the offices on how best Today’s stations are be- Our goal is for the ESBEs to become full Gilles Ballerat, ” to integrate new forms of mobility into the coming multimodal hubs. Mediterranean Stations Management Office partners in delivering client service. When station. “They’re better integrated there’s“ a power outage, water damage, or into the transport network Cyril Cohen,” damage to station facilities, we’re ready and the city. They make tra- Making sure that stations run well and deliver quality Special adviser for Intermodality and New Mobilities, to work with station personnel to deliver In-Station Services Department vel smoother and deliver service—that they’re clean and safe, that you can get to quality in-station services. great services; they’re des- “your train easily, that the shops are tinations in themselves. Architects are the Béatrice Milan, ” well managed from day to day— Manager, Construction and Energy Services creators of tomorrow’s stations, constantly all of that takes constant attention Unit (ESBE) reinventing spaces and materials. And we and a lot of flexibility. never stop thinking about the client. We specialize in welcoming new railway undertakings Thierry Jacquinod, ” Delphine Rada, ” Stations Manager and“ responding to their requests for access to stations Architect, AREP Group and in-station space. We fulfil this mission by working The goals in our closely with different teams within Gares & Connexions. agreement with the Paris We also work with other teams to public“ transport organi- continue training station person- zing authority are unpre- nel to treat all operators equally, All year long, we offer passengers cedented. To meet them, day in and day out. we’ve invested in over 200 a broad range of cultural events: a Whether you’re “ projects in nearly 150 sta- mobile museum, public declarations of updating a station or Claire Offredo, ” tions in the Paris region, love on Valentine’s Day, modern dance, “creating it out of thin Coordinator—New Railway Undertakings, Strategy and Finances Department installing CCTV surveillance, improving Les Souffleurs de Poésie performances air, you need all the passenger information, reducing conges- and more. We want passengers to ex- imagination you can tion, and making stations accessible. Every perience the station as an invitation to get to project yourself day, 176 employees work with our subsidia- an imaginary world—an invitation to into the future. Suc- ries to deploy this wide-ranging programme. travel. cessful projects often involve five or ten years of close teamwork with everyone involved. Caroline” Duquenoy, Vincent Porfirio, ” Communication Manager, Deputy Manager, Transilien Stations Department Stations Management Office Valérie Verhaest-Cochery, ” Project Manager, Development Department Delivering the best in-station service also means keeping clients safe at all times. Designing information around the “ There’s a wide variety of expertise at Gares & Connexions. site and portfolio management. Since 1 January Designing and operating our facilities with passenger means giving our clients the ability We have nearly 1,750 employees, with 1,248 em- 2013, we’ve added 1,600 employees for station the full spectrum of fire safety measures, res- to“ get information, find their way in the station, “ ployed by the state-owned industrial and commercial maintenance and engineering works. It adds up ponding rapidly, and evacua- and get easy access to all available enterprise (EPIC), and the rest by our subsidiaries: to employees who bring unflagging commitment ting the public if necessary— services. To do that, we need 436 at AREP Group, and 58 at A2C. Overall, our to their work, conviction to their decision-making, these are daily concerns for to produce clear, simple, easily 2012 workforce was up 3.5% from 2011. And our talent and imagination to our projects, and bold, our network of experts, safety identifiable and understandable division has all the right skills to do its job, with some focused ideas to our mission—all traits that make a practitioners, and fire safety visual and audio messages, and 600 people handling development, 230 working on powerful contribution to our success in managing teams, who support all of our broadcast them in real time. designers and operators. operations and marketing, and 434 responsible for stations and taking them into the future. Gilles Privé, ” Laurence Leguy, ” Passenger Information Dominique Chevènement, Head of Fire Safety, Programme Manager, Human Resources Director Operations Department In-Station Services Department ” 8• STATIONS ON THE MOVE—WITH YO U AND FOR YOU •9

“The Charleville-Mézières station “Setting up is part of my daily routine. I “Stations are regional started shopping at the new “Passengers and other station cooperation Monop’Station convenience store becoming users took to our new commercial forums (IRCs) as soon as it opened in November. transport icons space straightaway. Customers like has significantly improved —a link in the chain where That’s where I buy my paper, the convenience, the flexible hours, governance at different spaces overlap and my bread and my groceries and the quality and selection they Gares & Connexions, which all modes of transport come —it’s convenient, because I don’t find in the shopping arcade—and can now play an on-going together.” have to make an extra stop on they enjoy strolling through it. role in discussions and my way home. And I’m looking It all grew out of our partnership debates over the changing forward to even more innovation Bruno Gazeau, General Director, French Public with Gares & Connexions and nature of stations, and in the future!” and Rail Transport Union (UTP) our teams’ expertise.” explain its business model.”

Arthur Nancel, Laurent Morel, Ghislaine Senée, Passenger Chairman, Klépierre Executive Board elected official (Europe Ecology-The Greens party, Paris region)

Editorial Rachel Picard and cities like Rennes, Grenoble, Cannes and Créteil-Pompadour first step; going forward, we want station management and invest- Managing Director, Gares & Connexions How would you describe 2012? in the Paris region, to name only a few. The challenges we face ments to be even more transparent, making it easier for railway We rolled out many innovative projects during the year. One was have led us to revamp our own approach and shift our positions undertakings and transport organizing authorities to plan ahead Tourism and web expert Rachel Picard, holds a degree the new Paris-Saint-Lazare station, a stunning illustration of the on some key issues. For example, to enhance efficiency and per- and take timely decisions. This is one of our priorities for 2013, from the HEC Paris business school and was appointed outstanding talent and expertise our teams bring to the table. formance, we’ve set up an all-new unit called DDGT (Direction and we’ll be proposing new solutions to respond better to our Déléguée des Gares Transiliennes), dedicated to managing the partners’ concerns. Managing Director of Gares & Connexions in June Paris-Saint-Lazare is clearly a showcase for Gares & Connexions. And it clearly speaks to its target users, as we’ve seen from very 383 stations in the Paris region. We’ve also integrated new main- 2012. Early in her career, she managed large projects, high passenger satisfaction ratings—plus awards from French and tenance teams from ABE (Agences Bâtiment Energie) to round What projects does Gares & Connexions in France and abroad. In 2004, she joined voyages- out our expertise in building operation and maintenance. international experts in areas ranging from accessibility to retail have in the pipeline for 2013? sncf.com, becoming the site’s Managing Director in space and architecture. 2007, and was named head of Thomas Cook France Today you can see that same innovative flair in regional stations How will the 2012 Station Decree change Managing 3,000 French railway stations is a constant challenge. It in 2010. She is 45 years old. where we’re focusing on new shops, new experiences and new governance at Gares & Connexions? demands flawless day-to-day operation and requires us to connect customer relationships—with signage, Boutiques du Quotidien with each of our passengers. But it also means managing crowd convenience stores, on-site childcare facilities and more. Our We’re at a turning point. Our future hinges on our ability to work and passenger flow over the long term—looking ahead with urban creative talent is also on display outside France: this year our sub- with stakeholders to create a new model for managing our ope- development projects like refurbishing our Paris-Austerlitz station, sidiary AREP will unveil a whole range of urban and rail projects on rations and shaping our future. To live up to our mission, each which will be renovated top to bottom. In 2013, our first aim is to international markets. station has to keep pace with changing lifestyles and changing make our customers happy. Our second is to secure new sources of Like our users and the world around us, today’s train stations are regional needs, acting as hub, multimodal transfer point, public financing to update our properties and enhance their value. We’ll changing rapidly. At Gares & Connexions, we’ve opted to focus space and downtown area rolled into one. also keep working to optimize our methods and become even on enhancing mobility—making stations simpler and more multi- In 2012, we began promoting dialogue with our regional partners more efficient. In 2013, all of the teams at Gares & Connexions modal. That’s why we’ve launched 80 hub projects to facilitate through bilateral meetings and our regional stakeholder forums will be working with you to create a new mobility experience. transport in city centres and create new public spaces in towns (IRCs, or Instances Régionales de Concertation). But that’s just a

Rachel Picard in the renovated Paris-St Lazare station 10• Delivering quality every day •11

“Every morning, I drop my daughter at the “We’re working with Les Wagonnets childcare Gares & Connexions to test centre at Paris-Nord station. our We-Bike project, It’s so convenient—it’s on now available free of charge my way to work! I save time, “In 2012 we partnered to all passengers at the and it costs the same as with Gares & Connexions Paris-Montparnasse station. the centres run by the city.” to conduct audits in Clients can charge their the Paris-Montparnasse electronic devices simply and Paris-Lyon stations. by pedalling on our stationary Pauline Hardy, Based on the results, bikes—it’s energizing for Client we suggested them, and it’s good for the improvements that will environment. We-Bike meets make passengers more the challenge of making comfortable.” waiting time in stations more enjoyable and efficient.”

Marie-Françoise Fuchs, Michael D’Hoore, President, Old’Up Association Head of international business development for We-Bike

Concourse 2 at Paris-Lyon station

ur aim is to deliver quality service in smart, innovative services to make travel If our employees don’t have the right stations Oour stations every day. Obviously our easier—and to surprise and delight our information, they can’t provide it to clients. earned quality track record on cleanliness, comfort, safety, clients. We regularly evaluate the quality That’s“ why we’re working with rail transport certification information and accessibility has to be im- of our offer by combining diagnostics with companies to rethink Escale, our range of service 237 in 2012 peccable. But those are just the basics. In passenger surveys, so we’re getting better tools. We’re also developing new applications that addition, Gares & Connexions is developing at meeting their expectations all the time. will do a better job of meeting client expectations.

Philippe Loche, Deputy Executive Manager, Operations, Gares & Connexions ” 12• •13

Staying attuned to passengers Making stations more welcoming

Passenger information a top priority Caligare—measuring passenger 2012 Client Survey* For passengers, the first question is always satisfaction whether their train has been posted. That’s Our Caligare passenger satisfaction pro- Overall satisfaction 7.4 Certification isn’t why we’re installing new dynamic screens in gramme has two components. The first our stations between now and 2017. Signage evaluates service quality based on internal How easy was it to identify the just a reward. It’s also is another key source of information, so we’ve services available in the station? 7.3 diagnostics: in 2012, we ran 1,500 tests. The a commitment to keep reworked the distribution and positioning of second assesses client perceptions, using a How easy was it to find your train “ directional signs based on passenger flows 8.2 satisfaction survey that determines whether today? listening—to stay through stations. But we’ve also revisited we’ve fully kept our ten service promises. the wording, colour-coding and pictograms How easy is it to reach this station? 7.6 attuned to our clients’ To prepare for the 2012 Last year we conducted the survey in our 170 to make signs easier to read, and had them Olympic Games—just across biggest stations. How good is the information everyday needs. 6.7 tested and approved by a panel of users. the Channel in Britain—and Stations that achieve the highest level of per- provided during disruptions? Nathalie Lerer, make our clients more formance in the diagnostics and survey are How easy is it to move around the certified for quality service. The first Caligare station? 7.1 Station Services Manager ” comfortable, we launched certifications were awarded to 68 stations in a major upgrade of our How clean is the station? June 2011, and in 2012 the number rose to 7.6 Making stations accessible for all Lille-Europe station. 237. Certification must be earned again each How comfortable are you when At Gares & Connexions, making people Key steps included 6.5 year, which means stations watch quality waiting in this station? with disabilities feel welcome is a priority. completely renovating carefully. Our interactive call-box system is tailored to How safe is this station? 7.3 signage and information various types of disability, making it easier to media, updating over 80 TFT How clean are the toilets in this contact our support personnel. We’ve also 6.9 screens, installing banners station? installed audio locator signals and special and kiosks, and renaming How satisfied are you with the sound loops to help the visually impaired shops and restaurants in this 6.9 get information and find their way around areas. All of these services station? stations. And Jade, our virtual interpreter, make it easier for travellers converts station announcements into sign to find their way around *We asked 34,884 people to rate their satisfaction language on screens. the station. for each of our 10 service promises. Score (out of 10, where 1 is low and 10 is high) With more than 750,000 services provided in 2012—and demand rising—we’ve made “quality assistance to disabled passengers and people with limited mobility one of our top priori- ties for 2013. Our Station Guarantee: SMS. Passengers can opt to be notified once the problem is solved and equipment is back Christelle Miranda, Getting clients involved Product Manager, Station Accessibility Services In 2012 we tested a few smart, simple ways in working order. We’re also using QR codes ” to improve day-to-day service quality. Take and text messages to get real-time feedback our “Happy or not?” terminals: at the touch on experiments with new services like We- of a button, passengers can tell us whether Bike, self-service computers and printing they’re happy with our services or not. We solutions, free WiFi, and data streaming— also experimented with the Station Gua- making the passenger an active partner in Service: Going the extra mile rantee programme, a real-time alert system modernizing our stations. All of these inno- that passengers can use to inform station vations will be expanded to more French stations in 2013. Simplifying your daily routine Staying connected while you wait personnel when equipment is out of order, At Gares & Connexions, we have two goals We’re renovating our waiting areas, one by simply by scanning a QR code or sending an for expanding our range of in-station ser- one. The challenge: adjust the number of vices. The first is to free up 30,000-40,000 seats, make the areas more comfortable and sq m of space in our busiest stations and attractive, and also offer new services—for transform these areas into vibrant centres example, power sockets for charging mobile of urban life. The second is to offer more devices and free WiFi, already available in This initiative puts the client at the centre smart services for commuters. For example, some 60 stations. passengers can now pick up packages in of the station. We want to move toward some 20 stations thanks to our partnership “an interactive station—a place that listens with Kiala. And we’ve worked with local communities to passengers and talks to them, too. to bring a number of public services into our “Station Guarantee” QR code at Paris-Mont- stations—from job placement and training, parnasse station We’re establishing quick, easy exchanges to applications for healthcare and other gov- with clients so they can let us know when ernment benefits, and signing up for water stations will they run into a problem. and electricity. feature WiFi 100 Free WiFi in the Aix-TGV station Muriel Vossart, Project Manager, Station Services Division ” 14• Reinventing stations for eve ryone •15

“Shopping at the station “Working with our partners, is like surfing the Web: we opted to tailor the Bou- you can meet a maximum tique du Quotidien concept to number of needs in each station. We design each a minimum amount shop—size, opening hours, of time.” the products and services it sells—based on the businesses Myriam Madamet, around it. And that means a Passenger quality offer for our clients.”

Michel Perol, Chief Executive Officer, Relay

Shops at Marseille’s Saint-Charles station

t Gares & Connexions, we focus on making their waiting time to get things done or just 2012 was a particularly good year Aevery station a convenient and surprising relax. For the same reason, since 2009 we’ve 180 000, sq m for commercial development. We finalized place with shoe repair shops, mini-markets, increased the number of in-station art and of in-station shops and services “several projects, including Boutiques du Quotidien, hair salons and more. With more businesses cultural events for passengers to enjoy. but also tried a few experiments on the cutting and services on hand, passengers can use edge of innovation. By getting these projects off the drawing board and into the station, A2C has succeded in offering convenient, useful services to passengers.

Sébastien Van Hoove, Deputy General Manager, Gare” & Connexions subsidiary A2C 16• •17

A step forward for commerce Stations as centres of culture

Our A2C subsidiary shares our ambition to new shopping arcade at Paris-Saint-Lazare Since 2009, we’ve been delighting passen- posters at Lyon-Perrache station to mark the transform stations into vibrant centres of station. Europe’s second-busiest station in gers with an increasing number of cultural Lumière film festival. And that’s not all. At the urban life—attractive, convenient shops terms of passenger traffic, Paris-Saint-Lazare events in stations. From photography to Avignon-TGV station, passengers enjoyed and services in an environment that’s com- now has 80 shops and boutiques to serve music to art, stations have become venues a sneak preview of the annual Rencontres fortable and pleasant for travellers, but also a wide range of customers. And at Paris- for creative expression of all kinds, and d’Arles photography festival, and at Paris- for people who live and work nearby. With Montparnasse station, passengers who Gares & Connexions hosts these exhibits Lyon a rock chorus performed on their way to its sales and marketing specialists, property are pressed for time can stop by Beauty throughout the year. Highlights of 2012 the Eurockéennes de Belfort music festival. management professionals and technical Bubble for a quick haircut at a budget price. included a photo exhibition featuring horse- Innovative events like these spark conversation experts, A2C has the right combination of Another concept we’re experimenting with drawn carriages from Versailles at Paris- and offer new experiences for passengers, skills and know-how to give each station a is the pop-up store: for two months during Nord station, the Photoreporter Festival who play an active role in bringing the sta- full range of services. In 2012, for example, the 2012 year-end holiday season, on-line at Saint-Brieuc station, Architecture sans tion to life and making it a meeting place for we opened the first Boutiques du Quotidien, toy store Oxybul Éveil et Jeux welcomed Frontières at Strasbourg station, and cult-film culture and ideas. shops that sell food, last-minute essentials, shoppers seven days a week in the forecourt newspapers and magazines, books, and of Paris-Lyon station. other convenient services. Another very Beauty Bubble at Paris-Montparnasse station telling example—on a grand scale—is the For the second year in a row, Gares & Connexions participated in Chartres en Lumières, an annual festival that showcased 26 historic sites in Chartres with coloured Beautify and renovate spotlights every night from May to mid-September. Three The earliest train stations were built nearly roof and front windows. Other renovation stations publicized the event 150 years ago, during the industrial revo- projects include the historic Paris-Austerlitz by exhibiting huge photographs lution. Today they are an integral part of station, where a massive renovation began in of the illuminated sites. the cultural heritage of many cities, and it’s 2011 as the result of a partnership linking the essential to maintain and value them as the City of Paris, our parent company SNCF, and historic monuments they are. Which is why RFF, owner of the French railway network. Gares & Connexions is developing renova- Works will provide better access between tion programmes that bring out their unique the underground and street-level portions local character. Our aim: to update equip- of the station, bring significant commercial At Paris-Saint-Lazare station, ment and make operations safer and more development to the neighbourhood, and passengers and SNCF punctual without losing sight of stations’ create a shared space for passengers and €2.5 billion employees helped create cultural value. In Tours, for example, we’re the people who live and work nearby. invested in stations between “Plastic Bags” under renovating the Main Hall and the glass in the now and 2020 the supervision of plastics artist Pascale Marthine Tayou. Between 15 and 21 May 2012, the volunteers tied some Reinventing the Station 25,000 plastic bags to a net, for the 21st Century one by one. The artist used Since May 2012, the École des bags in five different colours, Ponts ParisTech, the Fondation des reflecting the diversity Ponts, and Gares & Connexions of the people from all over have pooled their skills and ex- the world who cross paths pertise to establish an academic in the station each day. chair: “Reinventing the Station for the 21st Century”. One purpose is to improve our understanding of passenger behaviours that affect the size, features and management of station spaces. The initiative grew out of a shared commitment to look ahead and undertake a By offering cultural events, we want to take long-term review of the challenges Main Hall at Tours station involved in designing and ope- passengers beyond the perception of time as rating railway stations and multi- “strictly limited by the constraints of travel, and help modal hubs. them see their station as a centre of urban life and culture.

Caroline de Jessey, Communication” Director, Gares & Connexions 18• Connecting stations to cities and regions •19

“We want to make the station part of the city and vice versa; we want to work together and help the various stakeholders get to know each other better. The first two Station Forums focused on sustainable cities and station project governance. The third Forum built on these themes to incorporate a whole new dimension: information and digital services.”

André Rossinot, Mayor of Nancy and President of the Greater Nancy Urban Community

“Thanks to the partnership between the Brittany region, TER Bretagne and Gares & Connexions, Brittany’s TER regional stations run better and have more services to “Convenience? It means fast offer passengers. In Vannes, for access to the bike-sharing example, TER pass holders can stand after I step off my train. now leave their bicycles at the And when it rains, I can take station in a secure shelter that the tram. I save time, and it’s they access with their KorriGo good for the environment!” smartcard.”

Fanny-Laure Thomas, Frank Renault, Passenger Directeur délégué, TER Bretagne regional stations

Multimodal connections at Saint-Jean station, Bordeaux

obility is changing. With more and cal role in the emergence of new forms of Stations have made considerable progress more passengers and modes of trans- mobility. Flow management. Designing, toward multimodality—connections with urban Mport, regions must keep pace by adapting building and operating multimodal hubs. transport“ networks, real-time multimodal informa- their infrastructures to the needs of their Developing eco-friendly options. With reco- tion, ticket offices for multiple modes of transport, integrated bike- and car-sharing schemes, 30%rise in passenger traffic residents. The station is at the heart of each gnized expertise in all of these areas, Gares in stations since 2000 region: it’s the link between rail and other & Connexions is meeting the needs of both and more.

modes of transport, and it plays a criti- passengers and regions. Frédéric Michaud, Director of Development” 20• •21

Grand Paris sets the pace The heart of intermodal transport for regional mobility

Today’s passengers want to be able to reach next. And the challenge is to identify existing The Grand Paris project is also part of the In Gravigny-Balizy, our stations by automobile, tram, bus, metro, modes of transport and connect them all to multimodal hub trend towards multimodal transport. With Gares & Connexions’ bicycle—even on foot. As modes of transport the station. three new automated metro lines being built Transilien Stations proliferate, it’s our job to manage them by At Gares & Connexions, we’re keen to en- projects are carried around Paris and Line 14 being extended Department designed making stations more intermodal. Between courage sustainable mobility, and we’re out each year to the north, nearly 70 new stations will be 2012 and 2014, €350 million will be invested expanding operators’ experiments with 80 on average created, and 27 of them will be intercon- an environmentally in developing regional hubs. The multimo- vehicle-sharing, electric scooters, electric nected with existing rail lines. It’s a real chal- sustainable railway stop dal hub is the interface between the city and taxis and many other options, working in lenge for the Transilien Stations Department, based on an innovative its transport network: it facilitates travel and close partnership with transport organizing which builds stations in the French national concept. The first of its kind makes the railway station the junction that authorities and our regional partners. network that are now being remodelled to in the Paris region, the stop connects each urban neighbourhood to the interconnect with the Grand Paris Express has a planted roof covered €350 million network. The Department is involved in all with photovoltaic panels will be invested in developing Grand Paris project sites that affect railway and equipped with stations, conducting pre-feasibility studies, regional multimodal hubs a rainwater collection between 2012 and 2014 contributing to public surveys and analysing legal and financial arrangements. system. Made of wood, the building features a presence detector that turns the lighting down when it is unoccupied. On 27 November This project focused 2012, our station in Annecy on making different were€300 invested m in illiostations in then inaugurated its “transport modes multimodal hub complementary, and we Paris region between 2012 and —a major step 2014. in urban renewal worked closely with all that makes it of the local stakeholders. the nerve centre The new station and of the city. its multimodal hub will Making travel simpler make a major More and more people are using mass trans- contribution to the city. port, and they’re getting to stations in new We can accurately ways. How can we move them smoothly AREP’s flow project each station’s Julien Angel, through the system and give them access Head of multimodal hub project management ” to the services they need? The first step in “needs and size in the successful forecasting and adaptation is a expertise recognized short, medium and long thorough understanding of today’s condi- in new areas tions. Using diagnostic tools and analysis of The prime contractor for Besan- term—and that’s the key survey and count data collected in the field, çon’s university hospital centre has to quality service and AREP’s Flows and Mobility unit determines tapped AREP to assess user flow appropriate dimensions for each space and comfort for travellers. patterns through the hospital. anticipates mobility needs. In this, AREP In 2012 Gares & Connexions works closely with Gares & Connexions’ Pro- Catherine Gatineau, We’re installing Head of Flows and Mobility, AREP designed the forecourt ject Planning department, which forecasts ” charging stations of the Nice-Thiers railway rail traffic developed in cooperation with to accommodate station as part of other station stakeholders, including city “ government, transport organizing authori- a multimodal hub project. ties, regional councils and Réseau Ferré de the first fleet of electric Now a pedestrian-only France, the French rail network owner. taxis to serve railway area, it promotes stations in Paris. eco-friendly mobility by accommodating all Philippe Perez, modes of transport serving Head of Innovative Intermodality Unit, the city and its environs: In-Station Services ” buses, coaches, car-sharing, bike-sharing and more. 22• Exporting our know-how •23

Qingdao station, China

esigning stations—and many other has contributed know-how to over 450 pro- AREP contributes to many stations, but also contemporary urban spaces—is AREP’s jects in France and around the world, and to facilities and new cities all over the world. Every Dmission. A multidisciplinary engineering and the expertise of its architects, urban plan- project“ is a new adventure that we share with many design firm and a Gares & Connexions sub- ners, designers and engineers is on display other stakeholders. Naturally that means local sidiary, AREP specializes in urban planning, in projects from Morocco to China and from governments, transport companies and private 450projects in France sports and cultural facilities, office and resi- Russia to Saudi Arabia. operators, but we also partner with architects, and worldwide dential space, shopping centres and more. It urban planners and consulting firms that work on the station itself or on other urban facilities.

Étienne Tricaud, Chairman, Management Board, AREP Group ” 24• •25

Rethinking public spaces to keep pace with change 2012 projects in China

Designing a new station for the local community The city of Qingdao, on China’s east coast, is one of the country’s largest ports. The new station faces the sea, its lines inspired by sail- boats and majestic seabirds.

Construction at Qingdao station, China

Renovating a Beijing neighbourhood In Dashilan, a historic neighbourhood of Beijing, AREP Ville has partnered with the Beijing Institute of Architectural Design (BIAD) to provide urban planning, restructure pre- served historic buildings, and propose an architectural style for new construction. The 138,000-sq m development will include construction of a shopping centre, restau- Casa Port, Morocco rants and shops, as well as museums and galleries. AREP’s approach is grounded in an unwav- The new Casa Port station A new city for Saudi Arabia ering focus on the history and geography Designed in partnership with Saudi group of each site and careful attention to local in Morocco Designed in cooperation with G3A group, Abiat, Artelia Group and Détente, the city of culture, past and present. Its experts de- this project is part of a comprehensive urban Al Khobar is home to 350,000 residents and sign spaces that not only respond to client remodelling study for a Casablanca neigh- combines balanced, sustainable growth with concerns but also meet the demands of to- bourhood bordering the port, between a strong focus on tourism. A mix of housing, day’s society in terms of lifestyle, sustainable the city’s historic quarter and its northern industry, tourism and leisure activities, the development and preservation of local char- suburbs. city hosts some 100,000 jobs. acter.

Saint Petersburg Ekaterinburg Tver Krasnoyarsk Moscow Irkutsk Peznan Khabarovsk Luxembourg Łódź Volgograd Brussels Lviv Astrakhan Vladivostok Krasnodar Budapest Beijing Torino Sochi QingDao San Francisco Tianjin Tanger Athens Seoul Union City Las Vegas Nanjing Casablanca Oudja Cairo Shanghai Fez Dammam Chengdu Wuhan Hangzhou Abu Dhabi Shenzen Djeddah Doha Dubai Hanoi Al Khobar, Saudi Arabia Mumbai Ho-Chi-Minh City

Aceh

Jakarta Jinqiao, Shanghai Bandung Surabaya A centre of excellence in Russia Located south of Moscow, the Skolkovo Inno- Building a residential neighbourhood vation Centre consists of a university cam- above rail infrastructure pus, a start-up enterprise zone, and a clus- In Eastern Shanghai, AREP is designing a dis- ter of research laboratories and businesses, tinctly modern neighbourhood covering 100 as well as housing, shops and a wealth of hectares of largely man-made ground. The social and cultural amenities. AREP, which is new development will dovetail closely with AREP projects around the world planning 2 million sq m of building space for the surrounding environment. 20,000 residents and 30,000 professionals, is handling the project in partnership with Beijing’s Dashilan neighbourhood Michel Desvigne & Setec. 26• A new model of governance •27

“We had to go through intense “ La Région souhaite, afin talks on the separation “Station governance is vital. de pouvoir se prononcer of accounts before ARAF would “Train stations are critical At Gares & Connexions, regions de façon pertinente sur les issue a favourable opinion. to passenger intermodality— provide critical input in their investissements proposés, The constructive dialogue and one of the major fields of expertise to ensure une visibilité plus grande de we had and the relationships challenges in making rail that station upgrades focus on l’impact financier des inves- we built helped us through transport an attractive option. serving passengers—a majority tissements sur les péages, this first stage—and we’ll be The decentralization of whom now use TER regional intégrant le poids du passé continuing our dialogue introduced with the new reform train services. In the future, (visibilité sur les amortisse- to reach a shared regulatory gives us an opportunity to take the fare system will have to ments en cours d’extinction) model that reconciles intermodality one step further.” be adjusted to take better et l’impact à long terme performance-based incentives account of regional authorities’ des investissements à venir, with the investments we need.” Jacques Auxiette, contributions to investment notamment les investis- Chairman, projects.” sements incontournables Pays de la Loire Regional Council Pierre Cardo, de type patrimoniaux ou Alain Rousset, Head of ARAF, the French office for Chairman, Association of French autres.rail regulation ” Regions Verbatim CRMP

Gares & Connexions convention for executives and managers

inancial and public-sector clients are also de Concertation). In each case, our aim was We’ve deployed nationwide programmes our first partners. When France’s new to build a trust-based model of governance to promote cooperation, and we’ve built a new F“Stations Decree” (see page 33) took effect that gives stakeholders a say in decision- governance“ model, starting with the IRCs in January 2012, we immediately organized making and in building the stations of the and bilateral meetings in each region. 104regional stakeholder These efforts have strengthened our links with forums (IRCs) bilateral meetings and our first regional stake- future. were held in 2012 holder forums (IRCs, or Instances Régionales our main partners—the regions, the Transport Organizing Authorities, the local communities and the transport operators.

Pierre Lacombe, Director, Business Strategy and Finance ” 28• •29

Transforming stations through dialogue and cooperation

Stakeholder involvement: the key to transparent mana- Investment projects and fees—shared decisions gement We’re changing our governance model, giving our partners a grea- Under the Stations Decree of 2012, Gares & Connexions remains with- ter role in management decisions. The IRCs and bilateral meetings in SNCF, but we are an independent entity with separate accounts. we held in 2012 underscored the importance of a range of stake- Our mission is to manage train stations for both railway undertakings holders in station management and investment initiatives, and gave and passenger services. The Decree also introduced a new gover- these players—in particular regional representatives—a forum for nance system that brings all stakeholders into the debate on shaping debating key station service issues, investment projects and fares. the stations of the future. We also include transport operators such as thello in our IRCs and in Each year we partner with Réseau Ferré de France, owner of the decisions on upcoming investments. French rail network, to produce a special report for railway under- takings and transport organizing authorities, describing the services we offer and our fee structures. This reflects the separation of our For regions, stations are a key accounts from those of transport operation proper. In addition, we consult local authorities, transport operators and institutional part- asset—and a part of our cultural ners each year, and they contribute to our station investment pro- “heritage. Which is why elected officials grammes. Our overall management activity is also supervised by ARAF, the French office for rail regulation. And in 2012, we created have high expectations for our DDGT (Direction Déléguée des Gares Transiliennes), a special new relationship with Gares & Connexions— unit for Greater Paris, designed to improve our handling of requests from the region’s transport organizing authority (STIF) under a new to preserve these assets and upgrade agreement between STIF and SNCF. them to meet modern needs.

Fabrice Morenon, Director, Public Affairs ” Reims station in Eastern France

Underpinning governance through Other valued partners include cities, urban Working with stakeholders at every level communities, mayors’ associations, and project-based initiatives rail station invest- For Gares & Connexions, local and regional GART (Groupement des Autorités Respon- sables de Transport), the national associa- ment programmes authorities are essential financial partners in Partnering for progress with transport operators tion of transport authorities. All now weigh Developing a new model for station-based businesses developing multimodal hubs and TER reg- managed in 2012, Railway undertakings are the primary consumers of our services— At Gares & Connexions, we work very closely with our commercial in on the development issues facing stations ional rail stations. Under France’s Stations 80totalling over €3 million. and we deliver innovation to each and every one, adding value to partners, whose support is essential to increasing our financing and their surrounding neighbourhoods, and Decree, these local entities have become our offering and helping them grow. At Gares & Connexions, we are capacity and developing additional revenue streams in stations. By all have a priority in common: increasing in- key partners for us, and we consult them committed to ensuring fair and transparent access to station facili- joining forces, we are able to invest in new station services and fuel termodality. regularly at IRCs and other meetings. As a ties, and that means understanding each party’s priorities and needs, innovative momentum to accelerate growth in commercial activities. result, regional authorities are contributing then harnessing this knowledge to work together, designing and to upgrades at Montpellier-Saint-Roch, Tou- adapting a range of services with shared, clearly-defined goals and Designing the stations of the future lon, Nice-Thiers and other stations. resources. In this spirit, we work closely with railway undertakings to Since 2010, we have convened regular station forums called Ateliers promote high quality rail service. de la Gare. Last year marked our third season, and the chosen theme was stations. Attendance rose in 2012, with livelier participation in discussions and events held outside Paris. Speakers addressed a wide variety of subjects, including design, management and the We’ve introduced regular cultural value of stations. The 2013 season—our fourth—is off to a The perfect partnership strong start, with sessions focusing on the theme “Stations in 2023”. for a multimodal hub cooperative initiatives with railway in Rennes “operators to create lasting ties built In Rennes in western France, we’ve around a shared aim: providing teamed up with partners including outstanding station services. the French State, regional and de- partmental authorities, Rennes Mé- Béatrice Jarrige, tropole development agency, the Head of new railway undertakings, Business Strategy and Finance ” City of Rennes, Syndicat Mixte de la Gare Routière and RFF to transform the city’s train station into a multi- Advancing with institutional partners modal transport hub. The new faci- We regularly share information and views with our institutional envir- lity addresses three vital challenges: onment, starting with ARAF, whose role as French railway regulator capacity, intermodality and urban was strengthened by the Stations Decree. ARAF also monitors effec- development. tive deployment of the Decree as the European rail industry opens Les Ateliers de la Gare up to competition. Western France: future multimodal transport hub in Rennes 30• New challenges, new structu re •31

One mission, three priorities Gares & Connexions: How we work

Since 2009, Gares & Connexions has had and their clients. We do this by focusing on full responsibility for operating, outfitting three priorities: Station and developing France’s 3,029 passenger • modernizing, renovating and promoting management, stations. Under Act No. 2009-1503 of 8 De- stations AREP Mediterranean Group cember 2009 and the Stations Decree of 20 • improving service quality for all clients Operations January 2012, our mission is now to provide • playing an active role in opening up inter- Management Station management, fair and transparent access to station facili- national passenger rail markets in France Southwestern ties and services for all railway undertakings to competition France ATC Station management, Central & western France Changing to meet passenger needs Station Management, Eastern France. Each ESBE unit has a head Burgundy Taking maintenance up a gear & Franche-Comté To clean and maintain over 2 million sq m office and regional delegations to maintain Human of space more quickly and efficiently, we’ve the closest possible contacts with opera- Public affairs Communications Station resources management, merged 23 building maintenance agencies tions teams, their partners and their clients. Eastern France into Gare & Connexions. The 1,600 new Their three goals for 2013 include qua- & Europe employees who joined us on 1 January 2013 lity service, traceability and responsiveness, Station were already working closely with our division “All while strengthening ties with our cus- management, under the agencies, and are now grouped tomers, adding value to our real-estate Rhônes-Alpes into three regional ESBEs (Établissements policy and keeping costs under control,” & Auvergne de Services Bâtiment Énergie): one for Grea- notes Rachel Picard, Managing Director of Transilien Paris Strategy Services Station ter Paris, and one each for Western and Gares & Connexions. (Paris region Development management, rail services) region stations & finance & operations Channel & Northern France Gares & Connexions head office

Improving the station experience for making stations more accessible to people Paris region commuters with reduced mobility. A DDGT agreement Our new DDGT department will focus on with STIF, the region’s transport organizing upgrading stations in the Paris region, a authority, includes a major investment pro- Developing specialized skills network of 383 stations and stops that served gramme to enhance passenger comfort and over 5 million passengers a day in 2012. Its safety. at Institut Gares brief includes coordinating renovations and Founded one year ago, Institut Gares is currently developing spe- Our aims? We want to develop cialized skills for nearly 6,000 employees at SNCF. Its curriculum was designed in conjunction with operations managers and includes a client-oriented business culture three types of courses for station staff: “Gares & Connexions basics”, “in our division, showcase our skill Our innovative management model includes “specialized expertise” and “individual skills”. Certified as an official in managing busy public venues, dual governance structures that have allowed us training centre by the French Minister for Labour and Employment, Institut Gares is now an essential component of SNCF’s overall career and set the standard for training. “to integrate priorities for transport operators development offering. It has even exported its expertise, setting up and station management into our business a joint ONCF/SNCF railway training centre as part of the high-speed Pierre Flicoteaux, development and maintenance services at stations rail project that will one day link Tangier and Casablanca. Director, Institut Gares ” in the Paris region. We’ve also adopted a project-based structure that is more flexible and more efficient at operations level.

Jacques Peynot, Director, Direction Déléguée des Gares Transiliennes (DDGT) ” Transilien station in Paris Champs-de-Mars 32• Our 2012 results •33

Financial statements for Key 2012 figures for Gares & Connexions Division the Gares & Connexions Division (as per IFRS) (Audit Committee meeting on 13 February 2013) Income statement RELEVANT LAW

€ million 31/12/12 31/12/11 31/12/10 € million 31/12/12 31/12/11 31/12/10 EC regulation: Decree No. 83-109 of 18 February 1983 on Opinions and decisions of ARAF Regulation No. 1370/2007 of the European the Articles of Association of the state- Revenue 969 1 166 1 134 Revenue 969 1 166 1 134 (Autorité de Régulation des Activités Parliament and of the Council of 23 October owned industrial and commercial enterprise Ferroviaires, the French regulatory Operating margin (EBITDA) 183 175 175 Purchasing and external costs & other (EPIC) known as “Société Nationale des -627 -819 -807 2007. income Chemins de Fer français” (SNCF). authority for the rail sector): EBITDA/Revenue 19% 15% 15% Opinion No. 2012-014 of 13 June 2012 on Decree No. 83-817 of 13 September 1983 Payroll costs -111 -122 -109 EC Directive: the proposed order applying Decree No. Current operating profit 55 64 76 approving the terms of reference for SNCF. Directive No. 2001/14/EC of the European 2003-194 of 7 March 2003, as amended, on Taxes and duties -48 -51 -43 Decree No. 83-816 of 13 September 1983 on Investments funded by SNCF equity -139 -135 -128 Parliament and of the Council of 26 February determining thresholds for defining passen- EBITDA 183 175 175 property entrusted to SNCF. 2001. ger stations as a category. Free cash flow 10 -7 -2 Decree No. 97-444 of 5 May 1997 on the mis- Operating profit 62 69 80 Opinion and decision No. 2012-016 of 11 July Net debt 615 870 804 sions and Articles of Association of Réseau 2012 on the cost of capital used in assign- Financial profit -23 -40 -35 French Transport Code: Ferré de France (RFF). Net debt/EBITDA 4 5 5 Articles L.2000-1 to L.2252-1. ing fees for regulated passenger station ser- Decree No. 97-445 of 5 May 1997 consti- Net income from ordinary activities 25 20 29 vices under the 2014 timetable. tuting the initial assets of the state-owned Net income for financial year 25 19 29 Decision No. 2012-024 of 7 November 2012 French Legislation: enterprise Réseau Ferré de France. Act No. 82-1153 of 30 December 1982 finding no basis for sanction proceedings Less depreciation and provisions 127 108 99 Decree No. 97-446 of 5 May 1997 on fees for providing a framework for French domestic against SNCF for failure to comply with use of the French national rail network col- Less income from sale of assets -7 -6 -4 transport. French Transport Code provisions on main- lected on behalf of RFF. Operating cash flow after net financial Act No. 97-135 of 13 February 1997 taining separate accounts for passenger sta- 146 121 123 Decree No. 2001-1116 of 27 November 2001 debt and taxes establishing the state-owned railway enter- tion management activities. on the transfer of authority for regional pub- prise “Réseau Ferré de France” to revive rail Decision No. 2012-023 of 7 November 2012 lic transport. transport. approving guidelines to be used by SNCF in Decree No. 2003-194 of 7 March 2003 on use Act No. 2009-1503 of 8 December 2009 maintaining separate accounts for passen- of the French national rail network. relating to the organization and regulation of ger station management activities. Decree No. 2012-70 of 20 January 2012 on rail transport and various transport provisions. Opinion No. 2012-025 of 14 November 2012 passenger stations and other railway network Balance sheet Cash flow statement on the draft reference document on passen- service infrastructures. French Decrees: ger stations for the 2014 timetable. € million 31/12/12 31/12/11 31/12/10 € million 31/12/12 31/12/11 31/12/10 Decree of 22 March 1942 providing govern- Order: Intangible assets 11 9 8 Operating cash flow after net financial ment regulations for the policing, safety and 146 121 123 Order of 9 July 2012 applying Article 13-1 of debt and taxes operation of railways in the general and local Decree No. 2003-194 of 7 March 2003 on use Property, plant and equipment 2 702 2 637 2 488 interest. Changes in WCR 11 20 -42 of the French national rail network. Investment subsidies -1 023 -981 -922 Changes in tax accounts 0 -14 -1 Non-current assets 1 692 1 666 1 575 Less net financial debt 23 40 35 Operating assets 152 129 117 Cash flow from operations 179 167 116 Cash and cash equivalents 18 17 17 Acquisition of tangible and intangible -209 -171 -162 Current assets 170 146 134 assets

Total assets 1 861 1 812 1 710 Sale of tangible and intangible assets 4 7 3

Transfers between activities and changes -31 -56 -457 in scope Group equity 1 015 724 713 Investment subsidies received 64 35 33 Non-current provisions 8 8 5 Cash flow from investments -172 -184 -582 Non-current financial liabilities 633 878 344 Changes in borrowing -243 534 -16 Non-current liabilities 642 886 349 Dividends paid -6 -8 -16 Current provisions 18 13 16 Cash flow from financing activities 4 487 -67 Operating liabilities 187 180 154 Impact of change in method 1 - - Current financial liabilities - 9 478 Changes in cash position 12 469 - 534 Current liabilities 205 202 648

Total liabilities 1 861 1 812 1 710

Design: PARTIES PRENANTES Photos: Cover: A. Cromaback - p.2: DR, SNCF, M. Lee Vigneau, M. Lee Vigneau, illustrations, Visualimo, P. Messina - p.3: illustrations F. Prévot and N. Donnot, DR, SNCF, M. Lee Vigneau, DR - p.4: C. Delettre - p.6 and 7: É. Bernard - p.8: J-J. d’Angelo - p.10: P. Massena - p.12: É. Bernard - p.13: P. Maurein, R. Guillou - p.14: W. Daniels - p.16: L. de Serres - p.17: D. Paquin, M. Lee Vigneau - p.18: W. Daniels - p.20: SNCF, illustrations S. Cassapo - p.21: M. Lee Vigneau - p.22: AREP - p.24: illustrations C. Iliou, illustrations F. Prévot and N. Donnot - p.25: E. Livadotti, AREP, AREP - p.26: D. Santrot - p.28: illustration: J. Castellanos - p.29: C. Recoura, M. Lee Vigneau - p.30: M. Lee Vigneau, C. Delettre - p.34: SNCF-AREP / M. Lee Vigneau, M. Lee Vigneau, B. Lachaud, DR, SNCF, illustration F. Nallet - p.35: DR, C. Delettre, Regus, Agence ÉOP (Trialhuni- Fotolia), D. Paquin, D. Paquin English text: Clementi/Durban 34• LOOKING AHEAD TO 2013 •35

More connections More convenience

In March, the Biot and Villeneuve- June will mark the official opening In November, Chalon-sur-Saône In January, Annecy becomes the Phase 1 of works at Montpellier- In October, Le Mans station will Loubet stations will inaugurate of Paris-Lyon station’s Concourse station will unveil a new walkway first station to host Boutique du Saint-Roch will be completed, link- open its first Regus business multimodal hubs with High Envi- 2, newly renovated with a striking and parking area only a year after Quotidien Chez Jean, a new retail ing the station to the Polygone centre, making life simpler for pro- ronmental Quality buildings and glass roof. inaugurating a comfortable new chain created jointly by Relay and shopping centre. An archway sup- fessionals in an increasingly mobile photovoltaic panels. waiting area. At Dijon-Ville sta- Casino. ported by a 200-m metal frame will world. tion, passengers will transfer easily lead pedestrians from the station between trains, trams, buses and to the shops. bike-sharing.

More renovation More culture

Calais-Ville station will begin reno- In May, renovation of Abbeville Works at the Créteil-Pompadour Beginning in May, France’s Regio- In July Belfort-Ville and Paris-Est In another major summer event, vation works, and continue through station will be complete. A French station will be finalized at the end nal Contemporary Art Funds will stations will become music stages, stations in southern France will 2013 and 2014 to make platforms historic monument, the station has of the year, laying the groundwork mark their thirtieth anniversary. To as Gares & Connexions partners showcase the annual Rencontres more accessible and give passen- been under renovation since 2007 for a new building serving the fu- celebrate, stations will host exhibits with the Eurockéennes de Belfort d’Arles photography festival. gers more amenities. and will participate in SNCF’s Accès ture RER line D. When the new line of special commissions and existing music festival for the third year run- Avignon-TGV, Montpellier, Nîmes, Plus programme, a special service is complete, this major Paris-region works from the regional collections. ning. Marseille-Saint-Charles and Arles for people with limited mobility. hub will handle more than 30,000 will display works by well-known passengers a day. photographers and talented new- comers. Download Gares & Connexions publications from our website: www.gares-connexions.com - Proceedings of Les Ateliers de la Gare — 2010, 2011, 2012 and 2013 - Proceedings of our Villes et Gares conferences — 2010, 2011 and 2013 - Our annual reports for 2010, 2011 and 2012

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Gares & Connexions 16, avenue d’Ivry 75013 Paris, France Tel. +33 1 80 50 93 00 Fax. +33 1 80 50 43 01 www.gares-connexions.com