Integrated mobility Our success is built on our ability to integrate all mobility modes and to partner with local “ transport authorities to deliver solutions that are adapted to community needs and that encourage the use of public transport.”
David Franks CEO, Keolis Downer
CONTENTS
KEOLIS DOWNER 4
WORLD’S LARGEST LIGHT RAIL NETWORK 6
SUPPORTING URBAN TRANSFORMATION AND RENEWAL 9
CONNECTING COMMUNITIES 10
SEAMLESS JOURNEYS 13
ADELAIDE METRO TRAIN SERVICES 14 KEOLIS DOWNER
We are Australia’s largest operates all transport modes With a unified approach and multi-modal operator and develops new forms of commitment to safety and combining world-class shared and customised mobility operational performance, operational capabilities with to answer local needs. With Keolis Downer has operated a deep understanding of local operations in sixteen countries and maintained Yarra Trams in needs. We have a unique across five continents, Keolis Melbourne and G:link on the whole-of-life insight by carries more than 3 billion Gold Coast. In addition, Keolis combining the planning and passengers every year. Downer is a leading bus operator operating capability of Keolis with large-scale operations Downer is the leading provider of with the engineering, asset in Western Australia, South integrated services in Australia management and rolling stock Australia and Queensland, and New Zealand. Downer capabilities of Downer. and is the operator of the new designs, builds and sustains integrated public transport Keolis leads the way in public assets, infrastructure and system in Newcastle. transport, partnering with facilities and has a rich history public decision makers to make dating back over 150 years. On 31 January 2021, Keolis shared mobility an asset for Downer started operating Downer’s technology and cities and local communities. Adelaide Metro train partnerships offer innovative Internationally recognised as services in South Australia. solutions that bring increased the leading operator of trams availability, improved reliability and automated metros, Keolis and reduced costs.
Keolis Downer operations in Australia
Brisbane (Hornibrook Buslines)
PathTransit Gold Coast Light Rail
Geraldton
Perth Kalgoorlie
Key Newcastle Mul -Modal Adelaide Metro from 31 Jan 2021 Network
On Demand Autonomous Metro Transport Vehicle
SouthLink / LinkSA Sydney Bus Light Rail Ferry
Yarra Trams Integrated Mobility 3 KEOLIS DOWNER
Since 2009, Keolis Downer has We make public transport We deliver a door- worked alongside Australian the first choice to-door experience public transport authorities The trend towards urbanisation through integrated to understand and deliver and to larger, more complex transport networks their vision for the future cities has added new urgency to while ensuring day-to-day Our role as a transport operator the challenge of getting urban operational excellence. has moved beyond a single mobility right. mode to take a broader view Why Keolis Downer? All modes of transport, from as a journey integrator. This walking to the private car and role will naturally continue to • We are world leaders in mass transit, have an important evolve to the transport operator mass transit (light rail and role to play in modern cities. becoming an urban integrator. driverless metros). However, our aspiration is to We place ourselves in our • We have strong local provide a quality of customer customers’ shoes to walk with foundations and commit to experience that elevates public them on every step of their delivering on our promises. transport to being the first choice journey from door-to-door. • Best in class in network for travellers. We travel with our customers design, customer-driven Keolis Downer operates the every step of the way and integrated multimodal only integrated multi-modal through the role of transport operations – we “Think Like network in Newcastle (NSW) to applications, on smartphones a Passenger”, ensuring our be managed by a single operator. and other devices, journey customer’s entire door-to- The network includes buses, On planners and wayfinding. door journey is seamless Demand transport, light rail, Through partnerships with and making public transport ferries and autonomous vehicles. other industry leaders and the their first choice. Our operational expertise and use of big data, we can create • We value long term proven network planning capacity powerful new ways to ensure partnerships with our allows us to plan, develop and our customers are informed customers and employees operate transport networks in throughout their journey. via open and honest cities and regions. Our insight interaction and engagement. into journey planning, customer “Customers do not think about information, fare policy and modes of transport, only their • We have strong innovation collection, and network planning journey. We need to make this capabilities, drawing from allows us to complement our as seamless as possible.” both our shareholders and clients’ expectations and our our ability to build strategic customers’ ambitions. partnerships. By enhancing the customer experience, delivering services that are safe and reliable and embracing innovation, we can change the way people travel and increase the use of shared mobility. Integrated Mobility 4 We will leave a Diversity and inclusion is positive legacy about removing barriers to ensure people enjoy full We are focused on delivering participation in a safe and sustainable outcomes that respectful environment. leave a positive legacy for By encouraging and our community. celebrating a diverse and Our Zero Harm approach inclusive workplace, we ensures optimal safety for our will better reflect the people, our customers and our communities we serve. community. Our determination goes further of to ensure we can deliver a real 23% and lasting positive change to employees at the communities within which we operate. Yarra Trams The community should be are women confident to use our services because they are safe, meet their transit needs and are delivered in a manner that is commercially and environmentally sustainable. Melbourne’s tram network is now using energy generated by solar panels, thanks to two Victorian solar farms. “We are a proud industry leader in workforce diversity, most particularly in promoting the role of women within the transport sector.” Every passenger should feel as though the network was built with them in mind. 6 Integrated Mobility WORLD’S LARGESTLIGHTRAILNETWORK reason totravel. our customerswhatevertheir transport thefirstchoicefor We strivetomake public transport networksin the world. the largestandmostcomplex bus services,creatingoneof connections withtrainand alone. Trams providevital However, tramsdonotwork opportunities andchoices. social, cultural andeducational Melbournians withemployment, suburban residents,connecting of publictransportforinner Yarra Trams istheprimarymode most liveablecities. tourists ofonetheworld’s service totheresidentsand The networkisanessential trips eachyear. more than200millionpassenger Trams isaheavylifter, delivering to thewaypeopletravel.Yarra the city, itisalsofundamental fundamental totheidentityof While thetramnetworkis in theheartsof Melbournians. have acriticalroleinthecityand of theYarra Trams networkwe of Melbourne.Asthecustodian To theworld,tramsareface rail in21citiesonthreecontinents. world’s largestlightrailoperator. TheGroupoperateslight Through Keolis Groupwebringtheexperience ofbeingthe overseen amajorinvestment Victorian Government,wehave quality. Working withthe to deliveringengineering customer-orientated approach management toensurea a viewoftechnicalasset major focus.We havebrought of thenetworkassetsisa in theworld,stewardship operating electrictramway As theoldestcontinually our Yarra Trams operation. developed foranddeliveredby philosophy, whichwasfirst of our mind. Thatistheveryessence service isdesignedwiththemin every customerfeelsthatour the diversityofpassengers, It iscrucialtousthatdespite the world.” it thebusiest corridorin on SwanstonStreetmaking frequency oftramstravelling largest tramnetwork,with the “Yarra Trams istheworld’s the network. renewal ofinfrastructureacross program ofmaintenanceand the cityandasubstantial upgrades totramstopsacross of theexisting tramfleet, refurbishment andoverhaul the E-Classtram,ongoing network throughtherolloutof in themodernisationof Think Like aPassenger
SNAPSHOT Transport is the foundation of YARRA TRAMS
modern cities and economies. We • 475+ trams create communities by bringing • 2,000+ employees people together and connecting • 250km double track • 5,000 services a day people to jobs and businesses. • 200 million passenger trips a year REVITALISING CITIES • • • • • • • G: SNAPSHOT link carried peryear 10+ millionpassengers 18 lightrailvehicles 20 kmnetwork 19 stations 195 employees transport use 50% increase in public highway congestion 5% reductionin
transport solutionfortravellers providing anintegrated through Helensvalestation, with trainservicestoBrisbane allowing passengerstoconnect months earlierthanplanned, extension waslaunchedtwo December 2017,the7.3km satisfaction in2018.In punctuality and90%customer highly withresults of99.98% 2014, G:linkhasperformed Since beginningoperationsin network for18years. and maintaintheG:linktram and MainRoads tooperate Department ofTransport was selectedbyQueensland’s partnership, whichin2011, the GoldlinQpublic-private Keolis Downerispartof to newinvestmentandtheeconomicreboundofregion. introduction oflightrailtotheGoldCoasthasbeenintegral where peopleliveandwork,theirspendinghabits.The Modern, highcapacitytransportshapescities,influencing Over urban growthandrenewal. laid thebedrockforaperiodof tourist strip,thelightrailhas solution forthecarcongested As wellasamasstransit system intheGoldCoast. central partofthetransport G:link isnow20.3kmanda in Queensland. and punctuality TRANSFORMATION ANDRENEWAL SUPPORTING URBAN Image supplied by TransLink. by supplied Image 99% reliability during the2018 G:link: astarperformer Gold Coast. legacy fortheresidentsof the Gamesandleavesalasting hub thatwascrucialduring seamless multimodaltransport Helensvale stationcreateda Connecting thelightrailto clean facilities. maintain infrastructureand vehicles, managecrowds, and maintainthelightrail to helpcustomers,operate more than350extra staff Keolis Downerhiredandtrained minutes duringpeakperiods. services runningeverysix The tramoperated24/7,with the average. passengers, nearly fourtimes carried morethat1.1million During theGames,G:link Commonwealth Games
9 Integrated Mobility 10 Integrated Mobility tool allowsustolocaliseour The Neolisnetworkplanning transport networks. best practiceformodern to developandinstitutionalise patterns, wehavebeenable lifestyles andmobility unique researchintochanging Through Keoscopie, our transport network. realise asharedvisionforthe and toworkcollaboratively to customers andthecommunity, commitment tounderstandour We prideourselves onour and regions. in lowerdensity, outersuburbs provide analternative tothecar public transportservicesand in urbanareas,ensurereliable growth ofpublictransportusage operations, busescansupport mature networkplanningand of thecommunity. Through changing needsandexpectations transport networkmatchesthe an opportunitytoensurethe The flexibility ofbusesprovides with over23,000vehicles. operators inAustralia.Keolis isoneofthelargestbus,coachand BRT operatorsinthe world We areoneoftheworld’slargestandmostsuccessfulbus,coachOnDemandtransport expectations ofourclients. the communityand matched totheneedsof world-class transportnetworks knowledge andtodevelop CONNECTING COMMUNITIES experience tocustomers. provide thebestpossible technology evolutionsto innovating andmonitoring Adelaide. We areconstantly in Newcastle,Sydneyand autonomous vehicletrials We alsomanageseveral 98% customersatisfaction. than 460,000tripsandachieved operations, wedeliveredmore In thefirstthreeyearsof 20,000 passengers amonth. numbers andnowcarryaround successfully grownpassenger 2017. Frominception,wehave Demand Transport since been operating Keoride On in GreaterSydney, wehave In theNorthernBeaches, Newcastle andSydney. Transport servicesinNSW, in We operateseveralOnDemand people tousepublictransport. mile iskey tobringingmore The firstandlastconnectivity Australia. Europe, North Americaand is provenandwasusedacross Our networkplanningcapacity in 4States 1,000 day operational excellence is delivery ofconsistentday-to- we understandthatthe offer isthefirststep,however Designing therighttransport certification. ISO 55001 AssetManagement in Australiatoobtainthe first andonly buscompany operations in WA, becamethe In 2018,Path Transit, our part oftheirdaily journey. choose tomake publictransport fundamental toensuringpeople buses SNAPSHOT
PATHTRANSIT • Major Western Australian metropolitan bus operator • Operates route and school bus services in Greater Perth • 430 buses
SOUTHLINK • Large metropolitan bus operator • Operates route, school bus services and On Demand transport • 85 buses
LINKSA • Large bus and coach operator in regional South Australia and beyond • Provider of a range of transport services including route, school, special bus and on-demand services • 185 buses • 4 depots
HORNIBROOK BUSLINES • Major Metropolitan bus operator in Greater Brisbane • Major provider of route and school bus services • 92 buses • 4 depots SNAPSHOT
• Newcastle is the first multimodal contract to be delegated to a private operator in Australia • 188 buses • 6 light rail vehicles • 2 ferries • 3 depots
INTEGRATING
Integrated transport is the most effective way to deliver PUBLIC public transport across multiple modes of travel. Integrated transport is about the customer experience is rethinking how transport improved and a seamless, modes connect with each door-to-door public transport TRANSPORT other. Through timetable experience can be delivered. harmonisation, improved Our goal is for people to travel passenger information and the way they want and provide provision of infrastructure that them with services tailored to MODES supports easy interchange, their needs. renewal, publictransport government aims forurban of initiatives todeliver has beenthefoundation showcased inNewcastle, operate newnetworksas Our capabilitytodesignand Keolis Downer. all ofwhichweremanagedby ferries, lightrailandbuses, modes oftransport,including patronage of30%acrossall experienced anincrease in the newlightrailservice,we Year onyear, after launching using thesamelevelofassets. 200 moreservicesonweekends, services eachweek,including to deliveranadditional1,200 with ourcapabilitiesallowedus the needsofcommunity immediate outcome.Aligning to-month onaveragewasthe more than12percentmonth- rise inpatronageandgrowthof contributor tothesubsequent Design approachwasakey Keolis Downer’sNetwork light rail. all modesandintroducinganew improving connectivityacross real-time OnDemandtransport, the busnetwork,introducing achieved thisbyreviewing existing serviceoffering. We Government toimprovethe the communityandNSW Newcastle, weworked with consultation programs. In extensive community stakeholders byimplementing local communitiesand key a collaborativeapproachwith To achievethisgoal,weadopt Designing therightoffer SEAMLESS JOURNEYS The OnDemandservicepicks regular busroute.” unable tobecompletedona go, witharound38%oftrips people towheretheywant “We knowtheserviceisgetting services areunabletoprovide. travel optionsthatregularroute and flexible waytotravel,and providing customersaversatile On Demandservicesare service multipletimesaweek. with manycustomersusingthe Newcastle Transport service of theareaareembracing July. Datashowstheresidents customer tripsrecordedin 30 June2019,withover4,800 since serviceareaexpansion on patronage increasingby73% service continuestogrowwith Our Lake MacquarieOnDemand On DemandTransport for communities. money andcustomerservice patronage growth,value-for- phone bookings. corners withsimpleappor between selectedstreet up anddropsoffcustomers • • • • SNAPSHOT ONDEMANDTRANSPORT Average apptrip ratingof Around 75%usetheservice totraveltheirlocalshops 6,000 tripsdeliveredinJanuary 2020 On Demandapp,34%over the phone 66% ofcustomersbookusing theNewcastleTransport Newcastle’s Park andRide operational componentsof Councils, tomanagethe government, inparticular worked withalllevelsof transport program,wehave As partofourintegrated Park andRide peak periodsincertainareas.” were alsointroducedduringoff hours. On-demandservices across increasedoperating buses coveringmoreground with theintroductionofmore improve theserviceoffering, and Transport forNSWto community, key stakeholders extensively withthe “In Newcastle,weworked transportation solution. an affordableandconvenient 1,000 weekly commuterswith congestion, whileprovidingover initiative iscrucialinalleviating stops throughoutthecity. This will take themtovarious whereupon ourbusservices vehicles atdesignatedlocations, commuters toparktheir program. Thisprogramallows
13 Integrated Mobility
SNAPSHOT • • • • • 22 electrictrains 70 dieselrailcarsand 89 stations 6 lines 132 kmoftracks carried everyyear 15 millionpassengers
a strongfocusonsafetyand visitors. metropolitan Adelaideandits services forthepeopleof sustainable, revitalisedtrain Our visionistodeliver transport inSouthAustralia. and increasetheuseofpublic to deliverenhancedtrainservices for InfrastructureandTransport partnering withtheDepartment the contract,Keolis Downeris During theinitialeightyearsof tracks andstations. all railassetsincludingtrains, Australia retainsownershipof Australia. ThestateofSouth Metro trainservicesinSouth and maintainingAdelaide Downer startedoperating On 31January2021,Keolis on raileverydayworldwide. Netherlands. Keolis carriesmorethan6millionpassengers franchises intheUK,USA,France,Germanyand Through Keolis, webringexperience ofoperatingmajorrail for theirtravels. and providealternative options them tobetteradvisecustomers on thenetwork.Thisenables as soonthereisadisruption information, theyareinformed new appandaccesstoreal-time engage withcustomers.Witha (PSAs) andenablethemtobetter Passenger ServiceAssistants introduced toempower Innovations havebeen Passenger values. Zero HarmandThinkLike a customer servicethroughits TRAIN SERVICES ADELAIDE METRO Keolis Downerbrings new safety culture through new safetyculture through Keolis Downerisleadinga 2021. introduced in trains willbe The firstnew engaging withSMEs. eco-system ofpartnersby further developourlocal job creationandtrainingto contributor totheeconomy, to to employees. Ourcommitmentis operations, totalling1,000 through itsrailandbus employer inSouthAustralia Keolis Downerisamajor be introducedin2021. hours. cent morecapacityduringpeak on thenetwork,adding15per electric trainswillbeoperating Government, 12additional by theSouthAustralian electrification projectled Through theGawlerline in collaborationwithemployees. are gradually beingputinplace, safety processesandframeworks within theworkforce.Rigorous accountability andownership Zero Harmapproach,creating the implementationofour play anactiveroleasalocal The firstnewtrainswill
15 Integrated Mobility Keolis Downer Level 6, T2 , Triniti Business Campus 39 Delhi Road, North Ryde, NSW 2113, Australia E: [email protected] www.keolisdowner.com.au