2019 ANNUAL REPORT ACTING TODAY FOR TOMORROW’S MOBILITY TOGETHER AGAINST THE VIRUS SEPTEMBER 2020 #WeAreKeolis

2019 ANNUAL REPORT KEOLIS' MANAGEMENT OF THE HEALTH CRISIS hat chal- This applied to all our trains, lenges metros, trams and buses, as well as our other work environ- did the ments such as offices, mainte- mobility nance sites and depots. Wsector face when the The COVID-19 pandemic FRÉDÉRIC COVID-19 crisis first How did Keolis BAVEREZ hit? reorganise to confronted countries around Executive Director France manage the crisis? and Chairman of EFFIA Frédéric Baverez: Ensuring the the world and their shared continuity of the public service B.T.: Right from the onset, we we provide is both a key mis- set up a crisis management unit mobility systems with an entirely sion for Keolis and a real source at our Paris headquarters to as- of pride. Offering this continuity sist all our subsidiaries. During is essential for keeping local and the various phases of the virus' unprecedented set of challenges, regional communities up and spread, the first countries af- running, whatever the circum- fected shared their experiences due to its sheer scale, suddenness stances. And that’s exactly what with the countries likely to be we did from the first days of the next hit. In China, the situation and socio-economic impacts. crisis — for which no one was stabilised earlier, with a gradual BERNARD prepared. Our subsidiaries were return to normal just as France TABARY in constant talks with our public was locking down. In Denmark CEO International transport authority (PTA) part- and Germany, we were fully ners and very quickly reorgan- operational again from the end Working closely with the public ised their working methods and of April, while at the same time adapted their mobility services. in North America the spread transport authorities and the Even though ridership fell by was escalating. almost 90% during lockdown, communities and regions we they nonetheless maintained a We all learned from these les- reduced service at 30% to 50% sons, and our subsidiaries and of normal levels so health- the PTAs were especially inter- serve, our teams remain fully care professionals and other ested in how it was managed key workers could make the in China and Denmark. In our mobilised to continue performing commute and do their crucially efforts to manage the crisis, important jobs. we were able to count on the their public service role while collective strengths of our Bernard Tabary: On the ground, 68,500 people around the adapting to circumstances world and their dedication to ensuring the highest levels of looked different from one our company and the public subsidiary and country to the service we provide. health and safety. next, depending on govern- ment instructions, public health F.B.: Beyond our practical guidance and the terms and response to the issues around conditions of our contracts the crisis, the unprecedented with the various PTAs. But measures we put in place also Here we take a look back at the whatever the local specifics, all highlighted two important our teams showed remarkable elements at the heart of Keolis' tremendous contribution made commitment and shared the identity — first, the value and same priority of protecting our strength we derive from the by all subsidiaries and corporate passengers and employees by global nature of our operations; implementing all the necessary and second, our ability to safety measures — most often efficiently share best practices functions throughout these anticipating the official in- in order to implement effective structions to come — including strategies to meet PTAs' unprecedented times. social distancing, suspending requirements. paper ticket sales and front door boarding on buses and disinfection of vehicles and stations. What was your passengers informed about strategy for coming likely numbers on their planned journeys and also encouraging out of lockdown? companies and universities to introduce staggered working F.B.: It’s always easier to shut and teaching patterns to better down a network than to restart spread out passenger flows JACQUES DAMAS it. So very early on, we planned over the days and weeks. Executive Director, Security, how we would overcome the Safety, Environment and CSR various issues, such as staff F.B.: Due to the ensuing reces- availability and how to keep our sion and drop in revenues, the people safe, the availability of resources available to public How do you assess technical equipment, specific authorities will be impacted disinfection measures, the re- for years to come. At the same Keolis’ management strictions the public authorities time, there’ll be extra demands of the crisis? might impose on passengers, on their spending as they help and the timeframes needed for businesses and households Sharing best practices across the rebuilding transport services worst affected by the economic entire organisation helped us act with these restrictions in place. crisis. More than ever, operators more effectively on the ground will need to offer the best in all key areas of managing the NANCY, FRANCE B.T.: We did all this in a part- transport services at the best crisis — from implementing safety nership approach. For each of possible price by constantly measures on our networks to STANDING WITH HEALTHCARE WORKERS “As soon as France went into lockdown, we worked with the Great- LANCASTER, CALIFORNIA, USA these issues, we've been work- seeking ways to drive economic reorganising operations, managing er Nancy metropolitan council to roll out MobiSanté, a free on-de- ing closely with PTAs to meet efficiency. They’ll also need to people working from home and mand transport service for hospital staff who don’t have a bus or FOOD PARCELS DELIVERED their requirements by adapting adapt to social changes as a communicating with our teams, tram stop near their homes, or whose shifts mean they can’t com- “In Lancaster, near Los Angeles, our bus drivers turned their to their specific contexts and lot more people will work from passengers and PTA partners. mute by public transport,” says Xavier Lemarié, Managing Director skills to home deliveries under a partnership with Grace Chapel,” the constraints they face. By home or live further away from Today, our priority is clear: resume of Keolis Grand Nancy. “On average, 145 people benefited from says Jason Tuttle, interim managing director of Keolis Lancaster. way of example, we’ve renego- city centres, as well as potential operations as quickly and effectively this initiative, with almost 200 people using it on some days. And “They delivered 400 food parcels a day to people who couldn’t tiated some of our contracts in changes in passenger behav- as we can, in a spirit of trust from 30 March 2020, we also extended it to other key sectors.” In leave home to go shopping.” order to minimise the financial iour, like a new preference for and dialogue with PTAs. Several June, the subsidiary made a bus available for a free coronavirus screening campaign. impacts for PTAs. active modes of transport. authorities in different parts of That’s why we’re tracking these the world have thanked us for trends through Keoscopie the expertise we’ve provided. The What impacts — our international observa- unfailing commitment and flexibility tory of mobility trends — so shown by our teams has enabled might this we can better understand the us to maintain the safe, world-class crisis have going medium-term impacts the crisis public service they expect and forward? could have on lifestyles and deserve. mobility. B.T.: In the near term, our We’ll continue to focus our efforts on absolute priority is to rebuild B.T.: Looking further ahead, we service quality and safety. Rebuilding passenger trust so they come are convinced the COVID-19 passenger and employee trust in back to public transport, crisis will accelerate awareness public transport means ensuring thereby avoiding a massive of the need to further develop buses, trams and trains are always return to private car use. To do shared mobility to combat cli- reliable, on time and clean. Talking to this, we need to reassure them mate change. According to the people directly on the ground is the by making cleaning operations International Energy Agency, best way to understand the evolving more visible and adopting greenhouse emissions fell 8% expectations of passengers, who even more effective solutions during the two months of lock- may want to use different modes of for disinfecting across our down, mostly due to fewer cars transport, and our staff as they go networks, such as UV radiation on the road, while public trans- about their jobs. It’s the best way to DIJON, FRANCE and ozone machines. We must port continued to operate. So understand the priorities of our PTAs also encourage passengers to we need to keep helping PTAs and the constraints they face in the METICULOUS DISINFECTION respect social distancing and develop more sustainable and new socio-economic paradigm. It’s To protect the health of passengers and staff, Keolis Dijon Mobilités other measures by putting attractive mobility solutions. also the best way to stand out and has put in place a comprehensive daily disinfection plan across the behavioural nudges to work We were already doing this build our future. Divia Mobilités network. “As well as deep cleaning of rolling stock and using high-profile and ef- before the crisis with the rollout QUIMPER, FRANCE at depots, we’re also disinfecting buses and trams at night using a fective ways of communicating. of electric buses and bicycle procedure called fogging,” says Thomas Fontaine, the subsidiary’s Other steps we’ve taken include share and longer term hire SAFER MOBILITY FOR SENIOR CITIZENS managing director. “Fogging creates a fine mist of virucidal disinfect- “We’ve made it easier and safer for the over 75s to travel,” ant, which is a really effective way of deep cleaning seats, windows, switching to digital ticketing schemes as well as first and last says Alain Farges, Managing Director of Keolis Quimper. inside walls and the areas you can’t reach manually. Rolling stock is to limit physical contact, gath- mile mobility solutions. “Working with the Quimper Bretagne Occidentale urban also disinfected at night using ozone, along with the common areas in ering data on real-time vehicle community, we set up a free dedicated on-demand transport the Maintenance and Operations Centre, such as coffee rooms, cloak- occupancy so we can keep service. Senior citizens simply book a vehicle, which picks rooms, shared offices and the canteen.” The subsidiary has also mo- them up directly at their front door so they can do their es- bilised to support healthcare workers by adjusting its passenger ser- sential shopping, then takes them back home.” vices accordingly and setting up a dedicated service to deliver meals.

KEOLIS' MANAGEMENT OF THE HEALTH CRISIS NORTH RHINE-WESTPHALIA, GERMANY KEEPING OUR ONBOARD STAFF SAFE As requested by the State of North MELBOURNE, AUSTRALIA Rhine-Westphalia, train services in 200 NEW STAFF TO MEET the region returned to 98% of normal timetable from 27 April. “To ensure THE DISINFECTION CHALLENGE our staff could return to work as safely “To step up cleaning and disinfection on Yarra Trams as possible, our subsidiary and the — the world’s largest tram network — we hired almost transport authority put in place all 200 people left jobless by the COVID-19 crisis,” says Julien the necessary measures,” says Anne Dehornoy, Managing Director of Yarra Trams. “This excep- Mathieu, CEO of Keolis Deutschland. tional measure was made possible thanks to the Working “These included mandatory wearing of for Victoria Fund, an initiative launched by the State of masks by passengers and inspectors, Victoria, which enabled 300 new jobs to be created to washable gloves for onboard staff and ensure enhanced cleaning and safety on the network as disinfectant for drivers so they can well as provide work for people in the region.” clean the cab areas where they work.”

LYON, FRANCE INNOVATIVE SOLUTIONS FOR MAXIMUM HEALTH PROTECTION “To ensure the highest levels of safety for passengers as the public transport network in Lyon came out of lockdown, we worked with public transport authority SYTRAL to install au- tomatic contactless hand sanitiser dispensers, which allow effective, natural, eco-friendly hand hygiene in just seven seconds,” says Pascal Jacquesson, CEO of Keolis Lyon. “We deployed a new UV air disinfection robot and a dry steam cleaner, which can deep clean a bus in 15 minutes. And over 400 staff worked every day to distribute 100,000 masks a week and remind passengers to abide by social distancing and other precautionary measures. Their efforts were com- mended by SYTRAL and passengers.”

SHANGHAI, CHINA HEALTHY AIR ON EVERY TRAIN “In China, the first country affected by COVID-19, our teams operating the tram network in Songjiang district (31 km, 46 stations) implemented extra health and safety measures, such as temperature checks for pas- sengers at the busiest stations,” says Bertrand Laude, Managing Director of Shanghai Keolis. “UV lamps have been installed in the tram air condi- tioning and ventilation systems to sterilise the air as it passes through. As part of the daily disinfection of trains at the depot, the entire air conditioning system and filters are also deep cleaned.” BORDEAUX, FRANCE MOBILE CLEANING PATROLS TO REASSURE PASSENGERS “To ensure the highest levels of safety and reassure passengers, the Keolis Bordeaux Métropole network set up cleaning patrols, which continually move around the network to disinfect the most critical equipment on buses and trains, such as grab rails and bars, handles and push buttons,” says Eric Moinier, Managing Director of Keolis HYDERABAD, INDIA Bordeaux Métropole. Working in teams of six and recognisable by their blue uniforms, they operate across the network from Monday MOBILISATION FOR CHILDREN WITH HIV/AIDS to Saturday, 10 am to 4 pm. The subsidiary has also set up a free on- Keolis Hyderabad provided 120 litres of sanitiser solution to Agape, an NGO caring for children with demand transport service for staff at hospitals and retirement homes, HIV/AIDS. Because their immune systems are weak, they have a much higher risk of contracting with 24 specially equipped vehicles. The service carried 6,000 people COVID-19. “We managed to source the sanitiser. Our teams then loaded it on to the only metro during its two months of operation, from 25 March to 24 May 2020. train allowed to operate so it could be delivered to a station where Agape could pick it up,” says Edward Thomas, Managing Director, Keolis Hyderabad. “Many of our colleagues here at the subsidiary took part in this action, from purchasing the bottled sanitiser to loading and unloading.”

MORLAIX, FRANCE CONTACTLESS PAYMENT TO REDUCE RISK To resume services as safely as possible from the first day of lockdown, the Linéotim bus network in Morlaix — comprising four urban and six suburban routes, plus two on-demand ser- vices — adopted a range of preventive measures to limit the virus’ spread and restore passenger confidence. “In just three days, we rolled out the TixiPass contactless payment solution, which lets passengers buy and validate their tickets using their smartphone and a QR Code,” says David Kernevez, Managing Director of Keolis Morlaix. RENNES, FRANCE 8,000 STICKERS INSTALLED IN A WEEKEND “To comply with social distancing rules, we increased the number of vehicles operating from 11 May (end of lockdown BOSTON, MASSACHUSETTS, USA in France), with 100% of the normal level on our metro lines, with a 90-sec- A SAFE SERVICE FOR FRONTLINE PASSENGERS ond gap between trains, and 80% on “To balance the need for safety and still provide an essential transport bus routes,” says Laurent Senigout, service for everyone who needs to commute to key jobs such as doc- Managing Director of Keolis Rennes. tors, nurses, food retailers and other frontline workers, we’ve adapt- “The weekend before, 150 staff put up ed our train timetables and stepped up cleaning across the network,” signage in stations, bus shelters, metro says David Scorey, CEO, Keolis Commuter Services. “Each train is dis- trainsets and buses to remind passen- infected at least daily or even during their passenger service schedule gers of the precautionary measures by extra cleaning teams working at key terminals as well as maintenance they need to take during their journeys. locations.” At the same time, the subsidiary’s teams have been carrying Over 8,000 stickers were placed across out maintenance and improvement work on infrastructure and maintaining the entire network.” full rolling stock fleet availability to prepare for the resumption of normal services on this commuter rail network featuring 14 lines and 640 kilometres (398 mi) of track. On 15 June 2020, Keolis’ operating contract for this net- work was renewed for a further four years. TOURS, FRANCE KEEPING IN TOUCH During the crisis, Keolis Tours has kept in touch with its 80,000 pass- holders, regularly informing them about the measures in place on the network and reminding them that staff are available to help them on their essential journeys.

ISÈRE, FRANCE SOLIDARITY WITH THE FRONTLINE NOTTINGHAM, UNITED KINGDOM From free trips to reimburse- ment or deferral of travel pass CLAPPING FOR FRONTLINE WORKERS payments, Keolis Porte de l’Isère “Every day during the coronavirus crisis, trams stopped for a few minutes at 8 pm to allow drivers and — which serves the towns of passengers to clap, cheer and make noise for healthcare staff and other frontline workers in the fight Bourgoin-Jallieu, Villefontaine against COVID-19,” says Paul Robinson, Managing Director of Nottingham Trams. Other networks also and L’Isle-d’Abeau — has been showed their solidarity with essential workers. Bus and tram drivers in Besançon, for example, sounded providing support for everyone their horns every day in a concert of support in front of the hospital to thank medical staff for their who needs to commute to jobs brave commitment. where they deliver vital services, such as healthcare, logistics, food retail and public services.

KEOLIS SANTÉ, FRANCE ON THE FRONTLINE WITH PATIENTS In partnership with the Vendée departmental council, Keolis Santé launched an inno- vative new concept called the Mobile Teleconsultation Unit (UMT). The UMT unit with its specially adapted ambulance, connected hardware and nurse/ambulance crew has been made available to the council’s medical staff to enable people to stay at home. “This initiative has helped reduce demand on hospitals while keeping vulnerable people safe from COVID-19,” says Roland de Barbentane, President of Keolis Santé. “All across France, our medical transport teams have been playing a key role in carry- ing patients. As well as responding to the needs of hospital emergency services on a 24/7 basis, they’ve also been called on to support ad hoc transfers by plane or high- speed train by bridging the first and last mile gaps.” 02 - KEOLIS TODAY More ways, more life means joining forces with you, our stakeholders, to roll 10 - TODAY’S MAJOR CHALLENGES out innovative personalised shared mobility solutions. 28 - OUR COMMITMENTS It means working with you, our public transport 50 - OUR STRATEGY authorities partners, to make our communities smarter, more connected, more sustainable and more attractive. It means devising appealing, viable alternatives to single passenger car journeys and enhancing use of public space to build better lives together. A major player in shared 3.4 300 mobility around the world, PUBLIC TRANSPORT 68,500 BILLION PASSENGERS AUTHORITIES EMPLOYEES Keolis designs, operates and PER YEAR have placed their trust in us in 15 countries maintains transport services tailored to each city or region, from urban centres and outlying REAL-TIME 22,500 ON-DEMAND TRANSPORT NO.1 suburbs to intercity links. BUSES AND COACHES MEDICAL in service worldwide – SERVICES in Australia, the United States 3,700 of them powered TRANSPORT and France Our expertise spans more than by alternative energy OPERATOR sources 10 different mobility modes, IN FRANCE from high-capacity services to the most agile solutions. MORE THAN 20,000 BICYCLES LEADING 15 in France and the Netherlands REGIONAL TRAIN INTEGRATED NETWORKS with PARKING OPERATOR more than 7,000 km of track IN FRANCE (car parks and on-street)

LEADER NO.1 GLOBAL ALMOST 500 CAR PARKS IN URBAN TRAM 200,000 LEADER LEADING PROVIDER PASSENGERS IN 190 TOWNS OPERATOR carried on AND CITIES TRANSPORT IN AUTOMATED OF TRANSPORT IN FRANCE IN THE WORLD FOR PEOPLE WITH AUTONOMOUS IN FRANCE with 1,008 km of track METROS REDUCED MOBILITY ELECTRIC VEHICLES AND BELGIUM, and 25 networks with 240 km of track and on 35 services including 83 park- 9 networks worldwide IN FRANCE across the world and‑rides (P+R)

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2019 ANNUAL REPORT In 2019, Keolis pursued RECURRING REVENUE EBITDA 2019 its double-digit 2019 growth, further € 418 MILLION € 6.579 improving its 6.6% BILLION 2018 10.9% € 392 operating profitability MILLION and confirming its 2018 NET RECURRING € 5.934 INCOME (GROUP BILLION position as a world- SHARE) ON A BREAKDOWN LIKE-FOR-LIKE OF GROUP 45% Transport in France class player in shared BASIS REVENUE 2019 mobility. 50% International € 84.3 5% MILLION Others in France (EFFIA, Kisio, new 7.3% mobility solutions)

2018 BREAKDOWN OF REVENUE € 78.6 Suburban MILLION IN FRANCE 27% Paris region 11% EFFIA 6% New mobility solutions 3% Kisio 2%

Urban 51 % TOTAL NUMBER PROPORTION TOTAL PAYROLL OF EMPLOYEES OF WOMEN INVESTED BREAKDOWN OF INTERNATIONAL Australia – IN WORKFORCE IN TRAINING REVENUE New Zealand 18% North America 22% 68,500 United Kingdom 19% WITH 45% 21.4% 3.94% OUTSIDE OF FRANCE OVER THREE TIMES THE STATUTORY REQUIREMENT IN FRANCE

Continental Europe 41%

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2019 ANNUAL REPORT We are present in 1 countries

UNITED STATES FRANCE AUSTRALIA

UNITED KINGDOM SWEDEN INDIA CANADA

CHINA DENMARK NETHERLANDS SENEGAL

BELGIUM QATAR NORWAY GERMANY THE CHALLENGES GREEN NEW FORMS DIGITAL ECONOMIC Keolis’ business model for FOR MOBILITY TRANSITION OF MOBILITY TRANSFORMATION EFFICIENCY shared, sustainable and PLAYERS THE THE OUR inclusive mobility built with RESOURCES VALUE WE CREATE VISION and for our stakeholders WE MOBILISE AND SHARE OUR MISSION

To help public transport EXPERTISE EXPERTISE our unique observatory authorities design attractive Keoscopie, 3.4 billion passengers a year of mobility trends set up in 2007 shared mobility solutions for 90% passenger satisfaction rate Every day, we are working all citizens A range of specialised expertise, know-how and innovation to deliver to ensure a more sustainable bespoke and responsive solutions shared mobility meets the needs An innovation capability informed OUR BUSINESS by an ecosystem of startups of each and every citizen and FINANCIAL To design, develop, fund, €6.6 billion contributes to the dynamism of operate, maintain and in turnover our cities and regions. promote sustainable and €69 million inclusive shared mobility FINANCIAL in tax expense solutions in cities and regions Debt leverage ratio: 2.98x of all sizes We see shared mobility as a 10% of rolling stock investment devoted to alternative fuel vehicles driver of progress for all and HUMAN a solution to the major 68% of employees received challenges of today and training in 2019 87% of employees work HUMAN at a GEEIS1 compliant entity tomorrow, including the green 68,500 employees SERVING OUR for gender equality transition, new forms of mobility, CITIES AND REGIONS 18,757 people recruited worldwide in 2019 the digital transformation and 300 public transport economic efficiency. authorities have placed their trust in us in 15 countries ENVIRONMENT 43% of employees perform an Through our operations, ENVIRONMENT ISO 14001 certified activity for The shared mobility sector Keolis is contributing 5,257 GWh of energy consumed environmental management to the UN’s is expanding as the world’s Nearly 3,700 alternative Only 1,445 g of CO2 emitted per km Sustainable fuel vehicles population grows and new Development Goal 11: “Make cities markets open. and human settlements inclusive, safe, resilient and TERRITORIES sustainable” TERRITORIES Over 110,000 schoolchildren A participant of the United Nations worldwide received training about Global Compact since 2004 using public transport safely

OUR VALUES Gold level for our CSR policy as assessed WE IMAGINE by Ecovadis WE CARE KEOLIFE WE COMMIT Our continuous 1. GEEIS: Gender Equality European improvement plan and International Standard.

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2019 ANNUAL REPORT In today’s fast changing world, the mobility landscape needs to be completely reshaped by inventing new solutions to meet the major challenges ahead. This is the daily focus of our 68, 00 employees as they seek to develop innovative solutions closely aligned with the needs of communities TODAY’S everywhere. 12 - TOWARDS GREENER ENERGIES

16 - NEW FORMS OF MOBILITY

20 - THE DIGITAL TRANSFORMATION MAJOR 24 - ECONOMIC AND OPERATIONAL EFFICIENCY CHALLEN GES 11

2019 ANNUAL REPORT TOWARDS GREENER ENERGIES

Context Keolis’ response

BENEFITS OF GAS FUELS Keolis has been supporting transport authorities for many GREENER MOBILITY years in the development and operation of natural gas NEW MOBILITY OPTIONS TO and bio-natural gas-powered buses. Lille, for example, has Committed to embracing more eco-friendly mobi- been running its entire bus fleet on gas since 2013, while lity, we’re supporting public transport authorities Stockholm boasts a zero-carbon bus fleet, and 170 of the to develop and deploy sustainable transport solu- 330 buses we operate for the city use biogas produced TACKLE CLIMATE EMERGENCY at a local biomethane plant. In 2019, cities in France have tions that are better for the environment and their citizens. also switched to natural gas including Besançon, which y directly helping reduce individual car use, shared mobility is a key launched a biogas powered bus-tram service in 2019, component in tackling global warming and protecting public health. As we continue to roll out attractive and high-performance and Sophia Antipolis, which chose us in January 2020 to But to play this role effectively and make a more positive contribution, shared mobility solutions, we contribute to reducing the operate its gas-powered buses. So, what are the benefits we need to shift to a new energy model. Around the world, regulations use of private cars. But the climate emergency means of gas? Less expensive than electric buses, gas-powered that we must go further. In addition to electrified trains, buses are very virtuous in terms of particle emissions. are tightening, and people’s expectations are growing. In France, as metros and trams (so called “heavy transport” modes), with of 2025, all major cities are required to invest exclusively in low-carbon their demonstrated low-carbon footprints in major cities CONSULTING AND SHARING EXPERTISE vehicles when they renew their bus fleets. In Europe, as part of the worldwide, we’re helping public transport authorities to Our added value lies in the custom-tailored support we BEuropean Commission’s “European Green Deal” aiming to make Europe carbon deploy clean bus fleets that operate on alternative fuels offer public transport authorities (PTAs) for every aspect neutral by 2050, greenhouse gas emissions must be at least halved by 20301, like electricity, natural gas, bio-natural gas and hydrogen, of their green bus strategy – from understanding the local notably thanks to the growing number of zero-emission vehicles in urban bus and which are suitable for vehicles of all sizes – standard challenges involved to supporting technology choices, fleets. In the United States, California is aiming to operate only zero-emission and articulated buses, bus rapid transit (BRT), coaches, modelling and estimation of the total cost of ownership, buses by 2040, with the priority given to electric bus fleets. trolleybuses, minibuses and shuttles. bids, trials, training, rollout and maintenance. To offer as At the same time, Singapore, Berlin, Brussels, London, Oslo, Mexico, Bogota many local authorities as possible the benefit of our exper- and San Francisco have introduced aggressive policies to curb individual car LEADING THE WAY WITH ELECTRIC AND HYDROGEN BUSES tise, our Centre of Excellence for Buses and New Energies Our expertise in electro-mobility was further strengthened brings together our extensive know-how in alternative use. Deterrents include tolls, bans in certain areas and fewer parking spaces. in 2019. We began operation of France’s first e-BRT services: transport fuels. In November 2019, our experts embarked Some cities like Stockholm, Bergen, Tours, Amiens, Greensboro, Pau and Los three in Amiens and one in the Bayonne-Anglet-Biarritz on the “Keolis New Energy Tour” to share our experience Angeles are replacing fossil-fuelled buses with electric, natural gas, bio-natural area. We also launched trials with all-electric coaches on and insights with elected officials and technical teams at gas and hydrogen-powered vehicles, while others are prioritising specific ener- an intercity route between Valence and Aubenas in the local authorities around France to help them prepare their gies, including Lyon, where 75% of journeys are already made on electric vehicles. Auvergne-Rhône-Alpes region. In Aix-en-Provence, Tours, strategy. We also provided test vehicles to give them a For transport authorities, this transition creates a whole host of challenges: Caen and Ghent (Belgium), we rolled out city centre electric close-up look at the options available. “clean” vehicles cost more, the technologies involved – and battery performance shuttles, and in the city of Pau we introduced the world’s As well as supporting PTAs as they convert to alternative – are constantly evolving, infrastructure needs to be adapted and operating first fully hydrogen-powered BRT system, promising minimal solutions, we help them optimise fuel consumption through and maintenance systems overhauled. As a result, investment decisions are impact on the environment. training on eco-driving and regenerative braking. highly complex. In Norway we won a contract to operate 140 mostly elec- tric buses in the city of Bergen (see p.14). In the United 1. Compared with 1990 levels. States, we began operating the first electric bus service in North Carolina (Greensboro) in January 2019, and a few months later we were awarded a contract to operate a new bus service in Washoe County (Nevada) as part of the transport authority’s plans to eventually convert to an all-electric fleet. In Quebec, we launched Canada’s largest zero-emission school bus fleet to date.

1.4 BILLION 1,000 UP 1.1°C cars on the road For every 1,000 In 2019, the average worldwide (Statistica 2015). electric buses on global temperature the road, global daily was 1.1°C warmer oil demand drops by than estimated 500 barrels (Bloomberg preindustrial levels New Energy Finance). (World Meteorological Organization).

TODAY’S MAJOR CHALLENGES 13

2019 ANNUAL REPORT TOWARDS GREENER ENERGIES

Keolis’ response

ELECTRIC BUSES SHIFT UP A GEAR In 2019, we rolled out several new projects and were awarded several contracts, bolstering our leadership in electric mobility. In Norway, we were awarded a new contract in June 2019 to operate and maintain around 140 mainly electric buses in the city of Bergen, where we already operate the tram network. The nine-and-a-half year contract will come into effect in December 2020. The buses will contribute to improving quality of life for the nearly 300,000 inhabitants of Norway’s second largest city. To meet the PTA’s needs, we have already purchased 102 electric buses and 10 articulated electric trolleybuses and are preparing ALL ABOARD E-BRT IN AMIENS throughout 2020 for the launch of commercial service. Preparations AND THE FRENCH BASQUE COUNTRY! include the purchase of other electric We rolled out France’s first-ever all-electric bus rapid transit (BRT) services buses to complete the fleet, recharging for the city of Amiens and the Pays Basque Adour public transport authority in infrastructure, as well as driver 2019. Deployed within six months of each other, both services use 150-seat zero- and maintenance staff recruitment emissions buses. Offering extended timetables and mostly running on dedicated and training. lanes, the BRT services bring a host of passenger benefits, including a significantly smoother, quieter ride with less vibration, large windows for maximum light In the United States, we began operating and USB sockets. In addition, the dual charging system means vehicles can be 14 e-buses as part of a 43-strong bus quickly recharged at the terminal (in 5 minutes) as well as at the depot at night fleet for the city of Greensboro in North (3 to 4 hours). Carolina.

In Nevada, the Washoe Regional Transportation Commission chose us to operate the Reno regional bus service, which currently has 21 electric buses. These two contracts come on top of the existing one with Los Angeles County (California) to support Foothill Transit as it plans to convert its 158 buses to an entirely electrically powered fleet by 2030.

TODAY’S MAJOR CHALLENGES 15

2019 ANNUAL REPORT NEW FORMS OF MOBILITY

Context Keolis’ response

AUTONOMOUS SHUTTLES FOR THE CITY NEW NEEDS, Leading the way in autonomous mobility since 2016, % % % we launched several new autonomous electric shuttle 50 38 30 services in 2019: in Monaco, Candiac in Quebec (see Between 2016 and of people surveyed of people in Europe p.19) and Lyon, where two new shuttles now serve the 2018, the percentage of by Keoscopie get on their bikes for their NEW SOLUTIONS Groupama Football Stadium in addition to the services French people who used International use new daily travel needs and 31% their car every day fell from mobility solutions at least use carpooling services in the Confluence eco-district. We were also awarded a 59% to 50% (Observatory of once a month and 65% say (Observatory of emerging To attract new passengers and improve services contract for an autonomous shuttle service in Montreal to emerging mobilities). they may use them in the mobilities). for outlying areas, we’re innovating to integrate start in 2020, along with new trial services in the French future. complementary modes of transport into existing cities of Rennes and Lille to serve their university campuses, conventional networks. as well as in Newcastle in Australia. In addition, we’ve set up a dedicated 80-hectare autonomous mobility site in We’re introducing new mobility solutions to offer more Châteauroux, France, which is closed to traffic, to test new intermodal options that allow people to get from A to B autonomous mobility solutions and grow our expertise in as seamlessly as possible, without using their car and with fleet management of fully autonomous vehicles without a minimum number of changes. operators on board.

MORE MOBILITY, ON-DEMAND TRANSPORT GOES REAL-TIME SUPPORTING CHANGE TO ENSURE BUY-IN We launched (or continued) several real-time on-demand Rather than developing standalone offers, Keolis encourages transport services in the French cities of Bordeaux and take-up of these new mobility solutions by integrating Orléans, in Newcastle (see p.18) and near Sydney in Australia, them into intermodal transport systems featuring last-mile MORE ALTERNATIVES as well as in Orange County (California) and Las Vegas solutions from multimodal transport hubs (P+R, bike shel- (Nevada) in the United States. Real-time on-demand trans- ters and feeder cycle lanes), and integrated fare systems. port provides better connections to less densely populated­ Awareness efforts are another key to success, so when we hat if we reinvented daily mobility? This question is redundant, areas with major transport services. For passengers, the launch new services such as real-time on-demand trans- given the way people’s needs and habits are changing. Private benefits are clear: they can book a ride, even at the last port, we run information and communication campaigns car use is slowing down in many cities around the globe. And minute, and track the arrival of the vehicle in real time. to let travellers know what’s available. In Lille and Dijon, yet familiar public transport modes like metros, trams and buses What’s more, any type of vehicle can be used for real-time we organised a “car-free month” in 2019, encouraging don’t always meet everyone’s needs. As revealed by surveys on-demand transport depending on local needs and the drivers to leave their vehicles at home and take advantage conducted by Keoscopie (an observatory of mobility trends transport challenges that the transport authority wants to of unlimited free access to all the transport and mobility developed by Keolis in 2007), ­passengers’ mobility needs are solve, including the use of vehicles accessible for people services offered by the two cities. We also harness digital veryW different, including on their daily commutes. Our surveys also show that with reduced mobility. technology by developing apps to attract new digitally people don’t always opt for the same transport modes at the same time every savvy customers. day. Depending on their needs, desires and the weather, they might change CARPOOLING AND CYCLING TO DISCOURAGE SOLO DRIVING As a key driver of business transformation to ensure buy- We provide pre-scheduled and instant carpooling services in to new mobility solutions and new technologies, our routes or switch to another mode of transport. And of course, mobility is no in partnership with start-up Instant System in a host of change management support approach is also applied exception when it comes to evolving consumer trends and ­economic models, French cities, including Lille, Rennes, Bordeaux and Dijon. to our employees. with sharing and rental options increasingly popular. We’ve also teamed up with Cmabulle, a shared mobility To keep pace with these changing patterns, we need to develop new mobility solution which allows parents to share school runs with solutions, not just in urban areas where they’re integrated into existing networks, other parents and take turns to drive children to out-of- but also in less populated areas poorly served by public transport. school activities. The service uses a dedicated app of the same name in Le Mans, Lille, Orléans, Rueil-Malmaison and Saintes. At the same time, we’re also keeping pace with the growing cycling boom – especially among city dwellers. In Bordeaux, our Cykléo subsidiary rolled out 1,000 electric bikes in January 2019, which now account for half of the city’s shared rental bikes. The second largest bike-share operator in France, we have more than 20,000 bicycles in France and the Netherlands and offer a diversified range of models (classic, electric, cargo) and services (self-service, mid-long-term hire, docking solutions, etc.).

TODAY’S MAJOR CHALLENGES 17

2019 ANNUAL REPORT NEW FORMS OF MOBILITY

Keolis’ response

NEWCASTLE IN AUSTRALIA ADDS NEW MOBILITY CHOICES TO ITS MULTIMODAL NETWORK As well as starting operating Newcastle’s new tram service in February 2019, Keolis Downer, our Australian subsidiary, rolled out the city’s new real-time on-demand transport service in October. Dubbed ‘Newcastle On Demand’, this innovative service is designed to ease the commute to the city’s business district. It’s the second service of its kind, after the one launched in 2018 to serve residential districts, which has proved highly successful (6,000 trips per month, around 200 per day with 98% satisfaction levels). Customers can book their ride in real time within a 10 km radius in the service zone. To deliver this service, we partnered with New York-based tech company Via and car-sharing service GoGet. Seamlessly integrated into the existing Keolis Downer-operated tram, bus and river shuttle network, this new service is part of the Newcastle Smart City Programme. The aim is to offer alternatives to single occupancy car use and encourage people to adopt shared mobility. The Newcastle network is Australia’s first multimodal network to be privately operated. Overall ridership on the network increased by 23% year-on-year thanks to seamless modal integration, the re-design of the bus network, the arrival of the tram and more mobility choices. CANADA ROLLS OUT FIRST AUTONOMOUS SHUTTLE ON PUBLIC ROADS Following a conclusive three-month trial in the autumn of 2018, an autonomous shuttle operated by Keolis Canada was back on the streets of Candiac, near Montreal (Quebec) in May 2019 for a longer trial service lasting more than seven months. The shuttle operated on a 2 km circuit and crossed a large intersection thanks to smart traffic lights connected to the vehicle. This was Canada’s first electric autonomous shuttle to operate on public roads in mixed traffic. To deliver the project, Keolis Canada helped secure an amendment to Quebec’s Highway Safety Code authorising the use of autonomous vehicles.

TODAY’S MAJOR CHALLENGES 19

2019 ANNUAL REPORT DIGITAL TRANSFORMATION

Context Keolis’ response

13.5% of tickets sold and registered 191,000 users by the end of 2019 – 10% of whom were new network users. PIONEERS OF As hassle-free as the m-ticket, Open Payment also of- MAKING JOURNEYS fers another advantage: from the third trip on the Dijon CONNECTED MOBILITY network in the same day, the day pass rate is applied, allowing an unlimited number of journeys. To develop the highly complex e-payment functionality, we coordinated EASIER the interaction of a dozen different partners. It’s a prime Drawing on digital technologies, data analytics and artificial intelligence, coupled with our ability to example of one of our strengths: the ability to mobilise a pps, e-commerce, connected devices and more – mobility is riding identify, engage and coordinate partners with whole ecosystem of startups and innovation frontrunners the wave of the digital transformation. To make shared mobility more complementary expertise, we’re innovating to with complementary expertise on a project. For the same attractive, we need to leverage these digital technologies to offer simplify the passenger experience and increase reason, we supported innovation labs in Wales and Boston passengers a more seamless, personalised and enjoyable experience. the efficiency of the mobility systems we operate. in 2019 to nurture startups in developing ingenious new solutions for a better passenger experience. Today, digital technology is enabling us to roll out innovative solutions In 2019, our solutions to simplify mobility for passengers at all touchpoints of the customer journey. For example, we’re making at all stages of their journeys in major cities and smaller MAAS: MUCH MORE THAN A DIGITAL SOLUTION it easier to buy and validate tickets with contactless payment, communities included the vocal mobility coach in Dijon MaaS (Mobility as a Service) allows travellers to use a post-paymentA and open-payment solutions. Digital technology also underpins (see p.22), e-paper displays with enriched passenger infor- single interface to choose, combine, book and pay for all the first MaaS (Mobility as a Service) ecosystems, which allow travellers to use mation (Chambéry and Paris region in France as well as in mobility solutions offered in a city or region, irrespective a single app to choose, combine, book and pay for all mobility solutions offered Newcastle in Australia), apps for tracking buses in real time of operators. It requires coordination between a whole host in a city or region, irrespective of mode. What’s more, the latest advances in from a smartphone (Caen, Agen, Dreux, Honfleur) and a of public and private-sector players to put together the data analytics and artificial intelligence offer new opportunities for continuously chatbot deployed in the region of Quebec by Keolis Canada. package of services, choose the technical solutions, create improving service quality and reliability as well as meeting a key passenger the business models and agree on a common system of expectation: real-time information, especially in the event of delays or disrup- THE WINNING TICKET FOR A PAPERLESS FUTURE governance. By capitalising on our multimodal expertise To encourage ridership on networks of all sizes, we’ve deve- and knowledge of the cities and regions we serve, we’re tions. loped a range of paperless ticketing solutions. In Dreux and able to support PTAs in Lille, Rennes and Dijon with their on intercity lines in the Bourgogne-Franche-Comté region, MaaS projects. we’ve rolled out onboard contactless payment by card. In Similarly, our ability to innovate and work side by side with Lyon, the m-ticket solution enables passengers to buy and other players makes us the preferred partner for pioneering validate tickets using their smartphone, while in Wales cities striving to become smarter, such as Dijon (France), they can even use their smartwatch. This winning formula Doha (Qatar) and Newcastle (Australia). has also been welcomed on the commuter rail network in % % % Boston, Massachusetts, where the m-ticket was launched DATA DRIVING OPERATIONAL EXCELLENCE 83 70 57 in 2012 by the MBTA. The Keolis Boston team enhanced this Ingrained in Keolis’ DNA, our innovation strategy also of city dwellers of people with occasionally technology to allow passengers to pay onboard with credit encompasses other areas like maintenance (see p.25) and worldwide think a smartphone use or regularly change cards and enable stronger revenue protection measures. operations. For example, we’ve launched several trials technology plays a transport or map app at transport modes from where we adjust the number of buses and their service a key role in simplifying least once a month for their one day to another for OPEN PAYMENT FOR THE BENEFIT OF PASSENGERS speeds on a route based on analysis of passenger data and their journeys. journeys. a regular journey. Open Payment is another success: it allows passengers information collected by Wi-Fi and Bluetooth® hotspots. to buy their tickets using their smartphone or contactless Source: Keoscopie International. payment card, with payment automatically adjusted to actual usage and debited later. Launched with Dijon Métropole in April 2018 on buses and trams on the Divia Mobilités network, Open Payment accounted for over

TODAY’S MAJOR CHALLENGES 21

2019 ANNUAL REPORT DIGITAL TRANSFORMATION

Keolis’ response

MELBOURNE: A SURVEY TRAM TO ENHANCE NETWORK PERFORMANCE Twice a year at night, a specially equipped tram scours the 250 km of Yarra Trams, Melbourne’s tram network, built over a century ago. Its mission is to collect data on the condition of key infrastructure such as tracks, wires and stops for the Keolis Downer teams who operate and maintain the world’s largest tram network. Fitted with 3D lasers, sensors and cameras, the ‘survey tram’ analyses, maps and records every tiny detail, right down to the weeds growing along the tracks. This innovative technology helps the teams schedule preventive and predictive maintenance tasks and better plan the necessary upgrades in the next few years on each of the 24 lines. Every year, more than AUS $81 million is invested in maintaining the network to keep it running reliably while ensuring safety and optimum quality of service. IN DIJON: VOICE ASSISTANT FACILITATING MOBILITY Since October 2019, passengers on the Divia network in Dijon, France, have had access to a voice assistant to make their daily journeys simpler. A first in France in the urban transport sector, this virtual assistant offers a conversational voice experience from a mobile app. Using artificial intelligence, smart data and voice assistance, our ‘mobility coach’ offers an inclusive experience for passengers, supporting them in their travel requirements. It couldn’t be easier to use. They simply talk to the assistant using everyday language with questions like: “How do I get to the park?” “What time does the L3 bus stop at Albert 1?” and “What’s the traffic like on the tram network?” Fun, practical and interactive, this innovation is based on the principles of privacy-by-design and was jointly developed and tested for six months with a panel of passengers. It’s an iterative and collaborative initiative that’s giving us closer insight into usage patterns. And it’s an ongoing learning experience with new user requests helping us to improve functionality and make the tool smarter by harnessing deep learning and machine learning.

TODAY’S MAJOR CHALLENGES 23

2019 ANNUAL REPORT ECONOMIC AND OPERATIONAL EFFICIENCY

Context Keolis’ response

ENHANCING OPERATIONS AND MAINTENANCE The third lever focuses on achieving tighter control of OPTIMISING operating costs. In our maintenance workshops, for example, we continued rolling out our KIHM initiative1 in CARRYING MORE PEOPLE THE PERFORMANCE 2019, which is based on lean management. And as part of our Maintenance 4.0 programme, the Bordeaux, Lyon, Rennes, Tours, Docklands Light Railway (London) and OF EACH NETWORK Yarra Trams (Melbourne) networks now use innovative BY OPTIMISING INVESTMENTS digital tools to improve the maintenance of rolling stock and infrastructure. A number of initiatives are serving espite increasing pressure on finances, public transport authorities With our expertise in each component of the mobi- the same objective on the operations front. For example, (PTAs) are facing a significant investment demand to meet the needs lity value chain, we support public transport processing ridership data collected by our subsidiaries and of a growing and demanding population. In densely populated zones, authorities in their drive for greater economic external partners enables us to analyse passenger flows expectations are high to increase network capacity, upgrade existing efficiency in terms of both revenue and expenditure. in precise detail in order to optimise scheduling on bus infrastructure and extend services to new areas, while delivering a routes, adjust frequency of service to demand and better smooth passenger experience that encourages people to leave their Delivering operational and economic efficiency is at the target inspection to combat fare evasion. And on the heart of the partnership relations we build with each PTA, Rennes and Lyon metros, an innovative system recovers cars at home. The equation is equally complex in less populated areas, with the aim of applying the methods and solutions which the energy from braking trains and transfers it to trains Dwhere resources are limited in the operation of networks serving vast regions have proved their worth across our 300 subsidiaries. pulling out from the station. The upshot is a 10% reduction with multiple population centres. In cities as in rural areas, the financial equation in electricity consumption. becomes even more challenging given expectations to make the transition to BOOSTING REVENUE greener energies with an electric bus still costing twice as much as its diesel The first lever is boosting ridership by winning new passen- MANAGING ASSETS equivalent. gers, like in Boston, where we’ve created a special weekend Finally, our proven expertise in asset management – with Added to these challenges, recent regulatory changes in France have reshuffled fare. We’re also building the loyalty of existing customers, €50 billion of assets managed for public transport autho- the deck for PTAs. The new remits require PTAs to rethink mobility from a much like in Lyon, where passengers collect points each time rities and over 10,000 of our staff involved – we support broader perspective in order to optimise governance and better serve the they travel, which add up to rewards. This dual objective PTAs as they seek to optimise their own asset management various urban, interurban and rural communities. Addressing these issues of attracting and retaining passengers also means sharing strategies. Our teams can provide assistance-to-owner ser- Keolis’ customer-facing culture among staff, especially vices or even assume delegated oversight responsibility for requires continual optimisation of the economic and operational efficiency of those in direct contact with passengers, through the Keolis projects, such as renewal of rolling stock and infrastructure, networks in pursuit of greater mobility at the most advantageous cost. Signature Service programme. passenger information systems or development of a new metro or tram network. They can also provide support for OPTIMISING OUR OFFER the development of medium and long-term investment Attracting and retaining passengers also means designing policies. In 2019, this know-how was put to use on several a mobility offer that better meets expectations, such as key programmes including the Avenir Métro in Lyon, the improved services for certain areas, as well as frequency, refurbishment of trams in Melbourne (see pp.30-31) and punctuality and reliability, as we’ve done in the Versailles- the upgrade of the Boston commuter rail infrastructure Grand Parc urban community (see p.27). In Caen, the launch to increase reliability and improve service quality for of three new tram lines, coupled with the reconfiguration passengers (see p.26). of the bus network and the new city circular line, led to an increase in ridership of almost 6% between August and 1. KIHM: Keolis Industrialises and Harmonises its Maintenance. December 2019. This know-how in network design is aided BILLION BN % by our Neolis method, which includes in-depth surveys 4.3 €4.23 18 of passenger expectations, analysis of all relevant data, people in cities In France, the cost The proportion principles for optimisation of line architectures, based on in 2018 compared of operating public of operating costs feedback, and powerful scheduling and simulation tools. to 2.8 billion in 1998 transport networks, supported by passengers (World Bank). excluding Paris transport on French networks serving operator RATP, came to populations from 50,000 to €4.23 billion in 2017, with 100,000 in 2015, compared €1.34 billion of ticket to 31% in 2000 (Data Lab, revenue (Mobility French Ministry for the Observatory, UTP public Ecological Transition). transport union, 2018).

TODAY’S MAJOR CHALLENGES 25

2019 ANNUAL REPORT ECONOMIC AND OPERATIONAL EFFICIENCY

Keolis’ response

BOSTON: SIGNIFICANT PROGRESS CONTINUES In 2014, we won the largest rail contract ever awarded in North America to a private operator, with the challenge of strengthening the organisation and enhancing service on the MBTA Commuter Rail serving the greater Boston area (640 km). This network has historically been neglected in terms of investments, particularly the rolling stock and infrastructure. Nearly six years later, there are significant and important signs of progress and recently the pace has accelerated. This business delivered a positive operating margin in 2019 for the second year in a row. Some 127,000 passengers now use the commuter trains in the greater Boston area every weekday, a ridership increase of 22% since 2012 partly due to industry-leading marketing initiatives developed by Keolis in a new revenue-sharing agreement with the PTA. VERSAILLES’ NEW NETWORK: Punctuality also improved from 87% on SUCCESS ACROSS ALL LINES average between 2006 and 2015 to 89% since A real “big bang” moment took place in Versailles Grand Parc urban community, 2016. In parallel, ticket revenue has increased just southwest of Paris. To meet the evolving mobility needs of its 270,000 by 25% from 2016 to 2019 – a measure also inhabitants, we worked with Île-de-France Mobilités and other local authorities credited to Keolis’ new revenue-sharing to develop a new transport plan for a bus network better tailored to the area and partnership focused on growing ridership and citizens’ expectations. deploying revenue protection best practices. Since August 2019, the Phébus bus network is simpler and structured around As part of the improvement plan we’ve 21 routes, compared to 34 previously, with three main routes used by 70% of been pursuing in the last few years, Keolis passengers. Ridership has increased on most lines, and new services have been Commuter Services (KCS) also launched in created in the evening. Designed to encourage intermodal travel, the new network 2019 a major programme to refurbish the offers more frequent and varied links with other hubs in the Paris region, such as network’s 139 stations. This €25 million project the new Versailles Chantiers multimodal hub (where we manage the bus station) funded by the MBTA transport authority and the Montreuil and Celle-Saint-Cloud stations. It also provides better services includes deep cleaning and wide-ranging work for major amenities such as the business area, the university, the hospital and the to improve the passenger experience. KCS shopping centre. also won a contract for double-track extension The result of over three years of close cooperation with Île-de-France Mobilités on part of the network to increase reliability and local authorities, this new network benefitted from a vast change and improve the quality of services offered to management programme conducted with passengers and other local players passengers. In addition, KCS’s environmental prior to the launch. actions and corporate social responsibility policy were honoured by APTA, the American Public Transportation Association, in early 2020 with a Gold Sustainability Award for its commitment to organisational enhancements focused on environmentally-friendly business practices.

TODAY’S MAJOR CHALLENGES 27

2019 ANNUAL REPORT Be it public transport authorities, passengers, employees or citizens in the regions where we operate, we listen attentively to all our stakeholders in order to co develop innovative, customised mobility solutions. Day after day, we focus our efforts on OUR satisfying all their needs.

MEETING THE NEEDS OF:

30 - COMMUNITIES AND PUBLIC TRANSPORT AUTHORITIES

COMMI T- 38 - PASSENGERS

42 - EMPLOYEES MENTS 46 - CITIZENS 29

2019 ANNUAL REPORT THROUGH TAILORED CONNECTING COMMUNITIES contracts that combine on-street and PREPARING FOR THE FUTURE SOLUTIONS, A NON-STOP Many communities wish to connect off-street parking. In 2019, we stepped Going beyond our role as an operator, FOCUS ON OPERATIONAL outlying areas with major network hubs up our presence in the parking segment we leverage our technical expertise EXCELLENCE AND thanks to local transport services. In in Belgium by acquiring MyPark, which and our in-depth understanding of EXPERT ADVICE ON Newcastle, Australia, where we operate manages 22 car parks with 12,500 spaces each region to help public transport MOBILITY STRATEGIES the country’s first multimodal network in six of Belgium’s main cities, including authorities anticipate the changes AND INVESTMENTS, WE entrusted to a private operator, we Antwerp and Brussels. needed in their networks in line with PARTNER WITH REGIONS launched a tram service in 2019 that regional development. A good example AND COMMUNITIES OF goes through the centre of the city SERVICE BUNDLES of this partnership-based approach is ALL SIZES TO HARNESS and connects people with heavy rail, FOR MEDIUM-SIZED CITIES the Avenir Métro programme in Lyon. THE POTENTIAL OF THEIR key points of interest and the beach. Keolis offers specific solutions adapted Over ten years ago, we predicted that PUBLIC TRANSPORT It’s also integrated with other modes of to the needs of medium-sized cities. In Lyon’s four metro lines would reach NETWORK AS A SOURCE transport, including buses, ferries and the mixed urban/rural region of Greater saturation point in 2020, due to annual OF ATTRACTIVENESS real-time on-demand transport services. Bourg-en-Bresse in France, for exa- increases in ridership of more than 5% AND DEVELOPMENT. Also delivered in Sydney, real-time mple, we launched a new network in in recent years. on-demand transport is an innovative January 2019 that offers a variety of way of connecting residential areas to mobility services via a single app inclu- Keolis is committed the bus network and business clusters, ding buses, city centre electric shuttles, or Keolis, each network is to make commuting easier for local bike-share schemes, carpooling, on-de- to delivering the best unique and specific to its residents. mand transport and school transport. territory. From megacities to The tram-train is another innovative Through .GO! by Keolis, we also provide possible service rural towns, each community mode of transport ideally suited to communities with a range of on-demand at every stage of faces its own challenges in large territories like Aarhus (Denmark) mobility services including on-demand terms of geography, popu- and Greater Paris. transport and carpooling which are tai- our contracts. lation, budget and mobility The tram-train fits seamlessly into dense lored to different environments such as needs. In fast-growing ci- urban environments, like a tram, but suburban, industrial and rural areas as Cooperation between our teams and ties, networks need to be can reach speeds of up to 110 km/h to well as local specifics like connections local transport authority SYTRAL led designed from scratch. This serve outlying neighbourhoods like a with other transport. to the launch in 2017 of a seven-year was the case, for example, train. Keolis also connects communities programme to automate a second metro in the Indian city of Hyderabad, where via interurban bus lines. In Sweden, for OPERATIONAL EXCELLENCE line, double the number of metro train- Fautomated metro has helped signifi- example, we were awarded a contract ALL YEAR ROUND sets and transfer rolling stock from cantly reduce road traffic congestion to operate a bus service over 65 km Keolis is committed to delivering the one line to another. Investing in these since its launch in 2017. between Gothenburg and Borås, using best possible service at every stage solutions should enable SYTRAL to It was also the case in Shanghai, China, double-decker buses that will run on of its contracts, from the outset – as continue to have the French network where in 2019 we inaugurated the Pudong biodiesel in the long term. illustrated by the successful launch of with the highest ridership per resident airport automated metro as well as the final the Wales and Borders network contract (330 journeys per resident, per year) section of the Songjiang tram network. In PARKING: A KEY LINK (see p.33) – to later stages. for another ten years. large cities with mature networks, we work IN THE TRANSPORT NETWORK This commitment can be seen in London with public transport authorities to adapt Keolis offers a comprehensive range of where the Docklands Light Railway 1. Trams at the Heart of the 21st Century their existing mass transit systems to regio- parking solutions, including on-street automated metro set a new punctua- Metropolis, Eurogroup Consulting, July 2019. nal development. Examples include Lyon and city-centre parking, park-and-ride lity record in 2019 (99%), as well as in in France, Waterloo – one of the most dy- facilities and large car parks for hospitals, Boston, with its commuter rail network namic regions in Ontario, Canada – where cultural and sporting venues, shopping (see p.27) and in Manchester (see p.34), we have launched a new tram network, centres and airports. Nottingham, Bergen, Melbourne and the and Manchester in the UK, where ridership Gold Coast, where the tram networks of the tram network has doubled in ten Each network operated by Keolis were ranked among years. Keolis also offers solutions for re- the best in the world in July 20191. gions with airport infrastructure, such as in is unique In Lyon, during the FIFA Women’s World Greater Paris in France, Aarhus in Denmark, Cup, we carried 40,000 spectators in where we’ve launched bus services to and specific under 75 minutes after the final whistle link the city to two international airports, to each community. at the end of each match, thanks to a and Florida in the US, where we operate fleet of articulated buses leaving the shuttle buses to move passengers and stadium every 25 seconds and a tram employees in and around Fort Lauderdale- Parking solutions encourage people to departing every minute. In Caen, we Hollywood International Airport. use different modes of transport and continued to offer travellers an attractive We also deploy solutions that are tailored increase ridership of public transport range of solutions during the 18 months to the mobility needs of people who live networks. Our EFFIA subsidiary is the that were required to upgrade the tram in less populated areas. number one operator in France for network.

OUR COMMITMENTS

MEETING THE NEEDS OF THE NEEDS MEETING 31

2019 ANNUAL REPORT COMMUNITIES / REGIONS

CAN YOU UPDATE US ON DOHA METRO OPERATIONS?

“Thanks to the efforts of 1,450 people, our metro is working well. It’s operated and maintained by RKH Qitarat, a joint venture between Keolis, RATP Dev and Hamad Group. RKH has tested the metro WELSH RAIL NETWORK under critical conditions and obtained all OVERHAUL ON TRACK the necessary certifications. As a result, the metro continues to run smoothly, even Just one year after it was taken over by when carrying passengers for major sporting our KeolisAmey Wales subsidiary, significant and cultural events or encountering heavy progress has been made on the Wales and rainfall, which is a common occurrence in Borders rail network, which comprises Qatar in winter. In addition, communication 1,623 km of railway tracks. between RKH and Qatar Rail is excellent. A total of 215 new services and Keolis meets regularly with Qatar Rail which 7,600 additional seats per week were enables us to benefit from its expertise in created, thanks to a reworked timetable metro operations. The Doha metro has already and the deployment of more trains. risen to some major challenges. During the Further improvements include the launch FIFA Club World Cup and Qatar National Day of the renovation programme for the celebrations in December 2019, not long after network’s 247 stations and ticketing system, its inauguration, the network carried up the introduction of a new app allowing to 300,000 passengers a day. Operations passengers to buy a ticket with their will be even more efficient for the next Club mobile phone (m-ticket) and enhanced World Cup and we intend to further improve passenger comfort with onboard passenger performance in the future.” information, Wi-Fi, air conditioning, electrical sockets and more. And the improvements aren’t over yet. His Excellency In 2020, our joint venture took overall Abdulla Al Subaie responsibility for the rail infrastructure Minister of Municipality (track and signalling) of the Core Valley and Environment and Managing Director Lines (CVL) around Cardiff, in the most and CEO of Qatar Rail dense part of the network accounting for 50% of journeys – a first for a private operator in the UK.

OUR COMMITMENTS 33

2019 ANNUAL REPORT COMMUNITIES / CITIES

HOW IS GREATER MANCHESTER’S TRAM NETWORK FAIRING?

“43.7 million journeys were made on the Greater Manchester Metrolink tram network’s seven lines1 in 2019, up 6.1% from 2018. That’s the biggest increase in AUTOMATED METRO the United Kingdom. Accessible to people BRINGS ENHANCED MOBILITY with reduced mobility and primarily run TO HYDERABAD on green electricity with 70% of the power coming from wind turbines and photovoltaic In March 2019, we began operating the third panels, Metrolink is clearly popular with and penultimate section of the Hyderabad passengers. KeolisAmey offers a very high automated metro in India, adding 10 km of level of service and maintains close ties with metro lines to the existing 46 km network. passengers, including via social media. Our It connects the city from east to west, eighth tram line has opened in 2020 near offering its 10 million residents a more Trafford Park in the west of the city, and other reliable, modern and environmentally extensions are being considered. responsible transport solution. The We also want to improve connections extended network also serves HITEC City, between Metrolink and other networks (train a major business district in Hyderabad that and bus) to make our public transport system continues to attract new companies and even more attractive. Lastly, we want Greater residents. From an operational perspective, Manchester to become a city-region where the new section represents a significant people can get around on foot or by bike – a technical feat. In addition to the numerous vision that’s perfectly compatible with the bends along the route, each track can be tram network.” used in either direction. And since February 1. 99 stops and 100 km of track. 2020, the metro network is complete and features 69 km of track on the three lines. Connected to bus networks and railway Andy Burnham stations, travelling on the Hyderabad Mayor of Greater metro network is now safer and Manchester simpler for all citizens. Daily ridership is 400,000 passengers and is expected to exceed the one million mark.

OUR COMMITMENTS 35

2019 ANNUAL REPORT COMMUNITIES / INTERURBAN & SUBURBAN

A PROACTIVELY MANAGED AND ECO-FRIENDLY PROJECT IN QUEBEC

“Keolis Canada decided to use electric buses for its school transport services in our district SCHEDULED PUBLIC in Montreal’s northern suburbs, without us TRANSPORT SERVICES even having to ask. After a conclusive trial IN LESS POPULATED period, which confirmed the reliability AREAS: A WIN-WIN of the first two vehicles, Keolis introduced SOLUTION IN BELGIUM 12 additional electric buses to the daily school circuit in 2019. We’re extremely pleased In Belgium’s Wallonia region, to meet with the initiative taken and by the project the mobility needs of a population that’s as a whole, which was carried out by Keolis widely dispersed across small cities in a very responsible manner. Electric buses and densely populated rural areas, are aligned with our commitment to reduce we operate numerous bus lines on behalf the carbon footprint of school transport of the regional transport authority OTW. in our region, and our students appreciate After a record €60 million in revenue in 2018 travelling in buses that are quieter (500 buses, 18.5 million km travelled per and more eco-friendly.” year), we were awarded 31 contracts in 2019, enabling us to maintain an equivalent level Josée Dupuis of activity. Deputy Director of the School Transport This successful performance reflects both Department in the CSDA School District, the extensive local knowledge of the Quebec, Canada Belgian team (itself comprised of various subsidiaries with strong local roots) and our expertise in operating urban and suburban buses around the world.

OUR COMMITMENTS 37

2019 ANNUAL REPORT TO ENCOURAGE THE MODAL FLEXIBLE SOLUTIONS A SIMPLER USER EXPERIENCE We address the needs of these passen- SHIFT AND MAKE SHARED FOR LOW-TRAFFIC SITUATIONS Passengers are seeking simplicity not gers by developing transport solutions MOBILITY INCREASINGLY At certain times, such as late at night, only during their journey but through- for people with reduced mobility, but ATTRACTIVE, PASSENGERS early in the morning and on the weekend, out the entire user experience. In addi- also by adapting the vehicles and sta- SIT AT THE HEART OF OUR and in certain underserved areas, such as tion to providing real-time multimodal tions/stops in our main networks and by THINKING AND DECISIONS. outer-suburbs, rural areas and industrial information to help passengers prepare diversifying communications channels IN EACH COMMUNITY, zones, it’s not about having a wide range their journey, find the best route and for network users to include telephones, WE OFFER SOLUTIONS of choices. The goal in these situations check when the next service will arrive, ticket offices, call centres and ground SPECIFICALLY DESIGNED is to ensure the availability of at least we also make it easier to purchase staff. Our vision of a more caring and TO ADDRESS INCREASINGLY one alternative to the private car. and validate tickets by deploying inclusive approach to mobility is also DIVERSE USER To meet that goal, we’re increasingly various digital solutions (see p.21). reflected in the importance we place on EXPECTATIONS. developing flexible solutions suitable These solutions are even available in customer satisfaction on a day-to-day for low passenger numbers, such as medium-sized cities like Dreux and basis. This is illustrated, for example, on-demand transport, carpooling and Aix-en-Provence, where bankcards have by the continued rollout in 2019 of our car sharing. And we’re introducing now replaced conventional transport Keolis Signature Service programme t Keolis, continuous them in a wide range of areas – in the cards and tickets. (Hyderabad, Nottingham, Besançon, improvement of the outskirts of large cities (Bordeaux, Manchester), designed to foster a strong passenger experience is Lyon, Nancy, Orléans, Rouen, Rennes A MORE CARING AND INCLUSIVE customer-oriented culture, which our a constant focus in eve- in France, Adelaide, Newcastle and APPROACH TO MOBILITY frontline staff put into practice every rything we do. Thanks Sydney in Australia) and smaller cities Of course, we’re also well aware that our day in their interactions with passengers. to the ‘Thinking Like a (Chambéry, Alès, Moulins, Vesoul in passengers don’t all have a smartphone It’s also illustrated by the number of Passenger’ programme, France), as well as in less populated and aren’t all comfortable with digital employees we have on the ground. In all our subsidiaries have areas like Bassin de Pompey in France’s tools. Moreover, we know that many of Doha, for example, more than 900 staff, access to resources and Grand Est region. our passengers have mobility-related including 640 passenger service officers, methods for developing vulnerabilities including people with are available to provide information and and updating their A WIDE RANGE OF INTEGRATED SOLUTIONS a permanent or temporary disability, support to users of the automated metro transport services in sync with local Another key user expectation is sim- the elderly and those with literacy or network launched in 2019. needsA and passenger expectations. plicity. In addition to having a diverse language difficulties (see pp.46-47). range of transport modes to choose from DIVERSE EXPECTATIONS (multimodality), passengers also want Through the studies conducted by those modes to fit perfectly together Keoscopie (see p.16), we examine not for a smooth and seamless journey only lifestyle patterns and mobility (intermodality). practices and expectations, but also Keolis is meeting that expectation thanks weak signals that indicate emerging to our expertise in network design and trends and behaviours. our ability to develop transport systems In their own words The first visible trend is the shift towar- on a regional scale, based on a Mobility ds a more personalised service. Each as a Service (MaaS) approach (see Anthony Smith passenger is unique and has diverse p.21). In Lille, for example, our Ilévia Chief Executive, Transport needs. Today, people want to be able to app enables users to find the best way Focus, UK travel whenever, wherever and however to get from A to B by combining the they like. In addition, their reasons for various transport options we operate travelling and their transport preferences (metro, tram, bus, on-demand transport, “Transport Focus is an independent watchdog for transport users and times may change from one day to bike-share) with other solutions, such in England, Scotland and Wales. We represent the interests of thousands the next. That’s why we’re committed to as TER trains, walking and carpooling. of passengers who need to be able to count on a transport system that continuously increasing the options avai- Additionally, the TER lines have been is seamless, reliable, punctual and comfortable. In 2018, Keolis took over lable by offering a wide variety of trans- integrated into the ticketing system, the management of the entire railway network in Wales. port modes including train, metro, tram, enabling users to travel between any We’ve forged close ties with the company since then, to improve bus, coach, on-demand transport, car- of the city’s stations with a single travel the service for passengers and ensure that their interests always come pooling, car sharing, bicycle, autonomous pass or for the price of one ticket. first – a goal that we’re pleased to share with Keolis. shuttle. It’s a strategy that’s paying off. In In Brittany, the Korrigo transport card The satisfaction survey we conducted among users of the Welsh network the French cities of Dijon, Lille, Lyon and gives holders access to various networks, has already enabled us to implement some very positive measures with Bordeaux and in Newcastle, Australia, including the Greater Rennes transport Transport for Wales. In particular, these measures have been designed for example, the development of a network, as well as numerous public ser- to achieve improvements in passenger information, disruption multimodal offering has gradually led vices, such as libraries, swimming pools, management, staff training and fleet management. We’re pleased that to increased ridership on each network. daycare centres and school canteens. this partnership is driving continuous improvement in service quality.”

OUR COMMITMENTS 39 MEETING THE NEEDS OF MEETING THE NEEDS

2019 ANNUAL REPORT PASSENGERS

CONTACTLESS PAYMENT COMES TO THE MANCHESTER TRAM NETWORK

Users of Greater Manchester’s Metrolink tram LILLE’S MULTIMODAL NETWORK network no longer need to purchase tickets REDESIGNED FOR A MORE SEAMLESS to travel. Since July 2019, passengers have been able to pay their fare using a contactless PASSENGER EXPERIENCE credit card or a phone or smartwatch with a mobile wallet app. By touching their card Since January 2019, people in the European Metropolis of or device on smart readers at the start and Lille have benefited from a completely redesigned, more end of each journey, passengers benefit from intuitive and more connected transport network. The the best possible fare and never have to pay new Ilévia network offers more and faster links, 4G on more than the daily cap on fares, regardless the metro and a new app that heralds the introduction of of how much or how far they travel. The new MaaS (mobility as a service) solutions. It also guarantees system makes life much easier for occasional equality of service across the area, with at least one travellers (more than 11.5 million in 2018) departure per hour in each direction for all municipalities. and is expected to increase their use of The seven regional train lines (operated by SNCF) have the network by more than 25%. been integrated into the ticketing system, which is a first in France. Passengers can now take the regional train as well as the metro, the bus or any other forms of transport within the Ilévia network for the price of one ticket. The regional train has thus effectively become a fully integral part of the network.

ON-DEMAND SERVICE FOR THE PEOPLE OF SYDNEY

Experimental on-demand transport service Keoride, which serves Sydney’s Northern Beaches area seven days a week, has become part of day-to-day life for residents in the capital city of New South Wales, Australia. By early 2020, over 240,000 journeys had been made since this innovative solution was launched by Keolis Downer in partnership with Transport for New South Wales in November 2017, and ridership is constantly increasing (nearly 20,000 trips per month in 2019). Given its popularity and the high level of satisfaction among users, for whom Keoride represents an efficient alternative to the private car, the service has been extended until June 2021.

OUR COMMITMENTS 41

2019 ANNUAL REPORT THE PRIMARY DRIVER MEASURING OUR PROGRESS ENGAGEMENT DRIVEN These strengths are highlighted in the OF THE GROUP’S To facilitate implementation, the wor- BY THE EMPLOYEE EXPERIENCE new employer brand promise and tagline DEVELOPMENT IS THE king group behind KeoPeople decided Four particularly distinctive aspects of that is integrated in our different recruit- DAY-TO-DAY COMMITMENT to structure it in the same way as our the employee experience that help foster ment, training and skills development OF OUR 68,500-STRONG KeoLife programme. Each entity and employee engagement at Keolis were initiatives. To help us find the resources WORKFORCE. TO TURN its managers can therefore assess their identified during workshops conducted we need to meet our growth objectives, THIS COMMITMENT practices according to three levels of in various countries and subsidiaries. we also encourage our employees to INTO A COMPETITIVE maturity and then track their progress. These four aspects are meaningful jobs, serve as Keolis ambassadors in their ADVANTAGE, WE CREATED This continuous improvement process enriching encounters, career opportu- interactions with family, friends and A MANAGEMENT MODEL is accompanied by a commitment to nities and an agile, dynamic company passengers. IN 2019 ALIGNED WITH transparency. that allows all employees to take the 1. To learn more about KeoLife and the company OUR EMPLOYEES’ initiative and ensures that no two days values, visit our website: Keolis.com. EXPECTATIONS. KeoPeople are ever the same. objective No. 1:

n service sectors like public enhance employee transport, employee engagement engagement. plays a major role in achieving performance and customer satis- faction. Employee engagement Starting in 2020, employee engagement can’t be created by decree, but will be measured in every business we can motivate employees to unit each year via a survey containing do their best by meeting their around 20 questions, which will allow expectations: a good work en- all employees to express their opinions vironment, meaningful tasks, an freely. The survey will enable Keolis to understanding of the company’s monitor trends in employee engage- objectives, recognition for their achie- ment over time, in all subsidiaries and Ivements and a trust-based relationship throughout the Group. with their manager. AN EMPLOYER BRAND THAT STANDS OUT A SHARED MANAGEMENT MODEL By fostering employee engagement, To leverage these employee engage- KeoPeople will also help us retain em- ment drivers, we adopted a shared ployees and attract new talent. This is management framework in 2019 for all particularly important at a time when In their own words countries, subsidiaries and businesses Keolis – like all industry players – is faced called KeoPeople. The aim is to foster a with a skills shortage while experien- Gry Miriam Olsen consistent management culture across cing sustained growth. Not only do we CEO, Keolis Norge the organisation, in line with our KeoLife need to recruit a significant number of continuous improvement programme drivers and maintenance staff, we must and our core values – “we imagine, we also attract candidates who can help care, we commit”1. us anticipate and adapt to the digital In keeping with our collaborative ap- and environmental transitions currently “At Keolis Norge, our management approach isn’t based on conventional proach, KeoPeople was co-created by under way. To achieve this, we’ve de- HR concepts but on an ‘open’ system. We’re constantly striving to managers across the world who have veloped a new employer brand with a broaden our horizons, both as a company and individuals. We’re working, had experience with similar initiatives single strategic objective – promoting for example, on the Sustainable Development Goals (SDGs) set by (see opposite). Keolis among potential candidates by the UN, particularly the goal of gender equality. As a result, we’ve The project was led by the Human showcasing our identity and highlighting obtained ISO 140001 and ISO 450012 certification. But most importantly, Resources department and focused ini- the reasons behind our high level of we make every effort to create a climate of openness and trust among tially on identifying management attitudes employee satisfaction. our teams. That’s why we participated in the KeoPeople project. and practices that are easy to implement The result for us, in practical terms, is a simplified organisation – in four key areas aligned with employee based on just two levels of management – and managers who are firmly expectations: meaningful work, a clear committed to building trust in their teams. People know each other definition of each person’s role in the better and relationships are simpler and more direct. Basically, organisation, a framework for perfor- we communicate better. And that really makes a difference!” mance evaluation and recognition, and the 1. Environmental management. availability of future career opportunities. 2. Occupational health and safety.

OUR COMMITMENTS 43 MEETING THE NEEDS OF MEETING THE NEEDS EMPLOYEES

2019 ANNUAL REPORT EMPLOYEES

DEVELOPING OUR EMPLOYER BRAND WITH OUR EMPLOYEES

Given their in-house experience, our employees are ideally positioned to identify the selling points that will convince EMPOWERING EMPLOYEES TO PLAY potential candidates to join Keolis. That’s AN ACTIVE ROLE IN THEIR CAREERS why we decided to involve our teams in the development of our employer brand. Thanks to the MyTalent platform available via the Altogether, more than 2,000 employees Group intranet, all employees can take a proactive worldwide made a contribution, through approach to their own careers. They can use the surveys, interviews and workshops. platform to indicate areas in which they have particular This participatory approach gave us invaluable expertise or a personal interest. They can also use it to insight into the Group’s employer image and inform the company of their availability to carry out enabled us to define the new employer brand an international assignment or their desire to work and create on a particular project, such as a bid or the launch of the resources necessary for its deployment. a new contract. Each year, employees also have the For their recruitment campaigns, HR and opportunity to share their career development, training communications teams worldwide have access and mobility aspirations with their managers during to numerous support materials (posters, their two annual “Talent Dev” career management adverts, banners, leaflets, etc.), interviews. as well as employee video testimonials for sharing on social media and websites or broadcast during recruitment events.

A LEARNING ORGANISATION FOR ALL

Keolis offers all employees numerous opportunities to develop their skills. In 2019, two out of three employees received some form of training. To facilitate access to training and enable all employees to learn whenever and wherever they like, the shift towards e-learning has picked up pace, with 14% of training content now available online versus 2% in 2017. With more than 110 active communities, our online collaborative platform, KeoSphere, also enables employees to share knowledge, experience and best practices across the Group, thanks to dedicated workspaces for each project or profession (CSR, safety, operations, maintenance, modes of transport, etc.).

OUR COMMITMENTS 45

2019 ANNUAL REPORT BECAUSE MOBILITY SHOULD This objective is at the heart of our can communicate freely from their EDUCATION TO REDUCE DIGITAL BE A RIGHT FOR EVERYONE, accessibility policy, introduced in 2018, computer or smartphone using sign VULNERABILITY WE’RE ACTING TO MAKE and translates into a whole host of language or real-time speech trans- Delivering better access to mobility also IT EVER MORE INCLUSIVE. initiatives on the ground. In 2019, we cription to help plan their journeys. involves education. The PTA Bordeaux TO ACHIEVE THIS, WE signed up to France’s national charter While in Wales, we’ve introduced an Métropole opted for a ‘mobility platform’ NEED TO UNDERSTAND for public road transport accessibility. As app that lets passengers with hearing developed by Keolis in partnership with THE DIFFERENT a signatory, we advise transport autho- impairments communicate with our staff Wimoov. It’s a network of help desks in VULNERABILITIES THAT rities and help them adapt rolling stock via an interpreter through a video call. the 28 municipalities across the area, AFFECT SO MANY PEOPLE. (trains, buses, coaches), infrastructure which are staffed by mobility advisers. (platforms, stations, etc.) and passenger ACTING FOR THOSE WHO NEED IT MOST Their task is to help passengers get information systems to the needs of Keen to go even further, we’ve partnered to know the network, tell them about vulnerable people. In the United States, with French startup Wheeliz, which of- new mobility solutions tailored to their in 2019 we began replacing the 54 buses fers a peer-to-peer service where owners needs and educate them to use digital n integral part of our serving Fort Lauderdale International rent disabled-adapted vehicles to each tools associated with mobility, such corporate social res- Airport, Florida, with vehicles suitable other. With Handéo, a French organisa- as ticketing and searching for routes. ponsibility strategy (see for passengers with reduced mobility. tion working for people with disabilities, Some 80% of senior citizens who’ve opposite and p.48), our Making mobility accessible to all also we’re helping draft a framework for benefited from the service now travel ambition is to ensure means designing more equitable fare certifying public transport services, more regularly and feel more comfor- everyone has equal policies to take better account of people which will supplement the existing table using public transport. access to our shared facing economic hardship. Cap’Handéo label, limited to transport mobility solutions. services for people with reduced mo- This objective led us GREETING AND ASSISTING bility. In Melbourne and Boston, we’re very early on to study We offer personalised assistance for working with local non-profit organi- the reasons why some passengers who need it in cities such sations to constantly improve how we people rarely or never use public as London, Rennes with STARmeguide meet the requirements of people with transportA for their journeys. Through (see p.49), Lyon, Lille and Melbourne disabilities. our Keoscopie lifestyle and mobility (see opposite). The objective is to help trends observatory set up in 2007, vulnerable people, such as those with a we’ve conducted and commissioned physical or cognitive disability, anxiety numerous surveys to gain insights into or lack of wayfinding skills use public the many barriers to mobility. transport so they can travel more in- They include invisible and unspoken dependently. More broadly, we’re focu- vulnerabilities, such as long-term sing on the importance of the human illnesses and the effects of ageing, presence on our networks and training cognitive difficulties (illiteracy, lan- staff members to help people who are guage barriers, lack of orientation skills, vulnerable or unfamiliar with the system In their own words etc.), economic hardships and digital to travel. In Melbourne, for example, exclusion. staff on the Yarra Trams network were Chris Edwards Manager, government These vulnerabilities, whether tem- trained in nonverbal communication in relations, Vision Australia porary or permanent, affect a large 2019 and now have visual tools to help part of the population. In France, for them communicate with passengers example, a survey by Keoscopie found who have difficulties with speech due that 30 million people face difficulties to aphasia, deafness or intellectual di- “Yarra Trams, Melbourne’s tram network, has set up an Accessibility when travelling. Globally, 15% of the sability, as well as tourists with limited Reference Group to give a voice to several disabled passenger advocacy population, or around 1 billion people, English. And in Bordeaux, we trained groups. As a blind user, I need the tram’s passenger information system live with some form of permanent disa- over 150 bus drivers to assist people to work perfectly. Some of the city’s oldest trams don’t even have one, bility, according to the World Bank. We with reduced mobility. so we can’t wait for the new trams! Vision Australia also campaigns for therefore need to extend the concept easily accessible information at stops, especially where several lines cross. of accessibility to other categories of MAKING PASSENGER INFORMATION Visually impaired passengers can, of course, always ask other passengers people, not just those with disabilities, MORE ACCESSIBLE waiting at the stop, but it’s better if they can get by unassisted. The and go beyond the legislation in the Passenger information is another key tramTRACKER app is another precious aid. Recently, we helped redesign countries where we operate. enabler of network accessibility. Our the audio bollards that provide information on tram services at stops. Kisio Digital subsidiary, for example, has They were frequently vandalised and have now been replaced with a MAKING NETWORKS EASIER TO ACCESS developed a fully accessible passenger more robust system. The project was a real joint effort with Yarra Trams, Building on transport services reserved information website structure, which and we were responsible in particular for the braille message on the for people with reduced mobility in the is now available to all Group subsidia- bollards. Naturally, the Accessibility Reference Group also advocates United States, Sweden and France where ries. Through a partnership with Elioz, improvements to meet the needs of hearing impaired people, wheelchair we operate more than 40 services, our hearing-impaired passengers in Lille, users and people with communication difficulties. The design of the priority is to make access easier for all Bordeaux, Caen and Paris (PAM 75 ser- trams, stops and the network in general is a constant focus for the group, vulnerable people across all our networks. vice for people with reduced mobility) along with driver training. We work great as a team!”

OUR COMMITMENTS 47 MEETING THE NEEDS OF MEETING

2019 ANNUAL REPORT CITIZENS

ACTING RESPONSIBLY

Our efforts to promote and deliver inclusive mobility are an integral part of our corporate RENNES: A NEW ASSISTANCE SERVICE social responsibility strategy. FOR VULNERABLE PEOPLE This strategy is structured around three principles: dialogue with our stakeholders, Since autumn 2019, we’ve been offering a new respect for human rights and fundamental assistance service for vulnerable people in Rennes, freedoms, and fair practices. The strategy such as those with mental, cognitive or psychological also features four commitments to our disorders, or difficulties with wayfinding, memory passengers, the environment, our people and or communication. Called STARmeguide, it provides the communities we serve. Embedded in our personalised support for their travel on the STAR KeoLife corporate programme, this strategy network serving the Greater Rennes region. is based on continuous improvement and Throughout their journeys, our guides help them buy ISO 14001 environmental certification as and validate tickets, board and disembark, use lifts and well as a set of transparent performance escalators, plot their journeys, find their way about, indicators. We signed up to the United make connections and get off at the right stop. Nations Global Compact in 2004 and have partnered with Global Compact France since 2018. To find out more, see our business and value creation model (p.8) and our brochure entitled “Driving progress responsibly”, which you can download from keolis.com.

LYON ACTING TO MAKE MOBILITY EASIER FOR ALL

Building on the many initiatives we’re pursuing in Lyon to make public transport easier for people with reduced mobility, our local subsidiary has launched an action plan to take better account of wide-ranging vulnerabilities, including age-related difficulties. Some 150 staff have had training to date, and co-ideation workshops have been held with staff and voluntary organisations, businesses and other stakeholders to devise new solutions. Among the 20 ideas put forward, four are being considered or trialled. They include a “walking buddy” app and a service that connects passengers with others making the same journey so they can travel together. In 2020, new signage will be tested on the Lyon network to make mobility easier for people with autistic spectrum disorders.

OUR COMMITMENTS 49

2019 ANNUAL REPORT Extending our leadership in the global shared mobility market by delivering innovative, sustainable and inclusive solutions for transport authorities and citizens – that’s the far-reaching ambition powered by our numerous successes in 2019 and informing our growth strategy going forward.

52 - INTERVIEW WITH JOËL LEBRETON

54 - A WORD FROM JEAN-PIERRE FARANDOU OUR 55 - MESSAGE FROM MARIE-ANGE DEBON STRATE GY 51

2019 ANNUAL REPORT INTERVIEW WITH The Supervisory Board unanimously To achieve this, we launched an ini- THE MEMBERS OF appointed Marie-Ange Debon as tiative in 2019 with the support of THE SUPERVISORY JOËL LEBRETON Keolis Group Executive Chairwoman our shareholders to transform Keolis BOARD in July 2020. She brings to the Group into a “purpose-driven” organisation extensive and valuable experience in line with the measures set out in The role of the Supervisory Board in the public and private sectors in France’s so-called “PACTE Law”1. Joël is to define and oversee implemen- France and worldwide. Her ability The aim is to work with our employees LEBRETON tation of Keolis’ corporate strategy. to pursue growth while maintaining and all other stakweholders to for- Chairman of the Board The Board’s chairman Joël Lebreton financial discipline will enable us to mally define our corporate purpose, believes that the successes of 2019 work towards our strategic vision which will then be enshrined in our Patrick provide the basis for a new chapter which we set out and reiterated last company principles. COTÉ in the Group’s history. spring. This purpose will be our compass Director of Infrastructure for navigating our future together as GROWTH AND TRUST NEW HORIZONS, REVISED PURPOSE shareholders, employees and partners. and Energy In 2019 Keolis demonstrated its ability Like all businesses, Keolis has been It will guide our course as we head to partner effectively with local autho- shaken by the COVID-19 induced towards 2030, supporting commu- Patrick rities and support them in deploying economic crisis. However, the crisis nities as they embrace low-carbon BASTIEN their sustainable mobility policies. has highlighted the strength of the mobility. Director of Infrastructure, This is illustrated by an 11% increase Group’s fundamentals – long-term CDPQ in our revenue. Since 2011, the year support from our two shareholders, prior to the launch of the “new Keolis” SNCF and CDPQ, robust relations with resulting from the partnership with public transport authorities and the Martine Caisse de Dépôt et Placement du unwavering commitment of senior GEROW Québec (CDPQ) and the arrival of management. Chief Financial Officer, Jean-Pierre Farandou and myself, the American Express Business Group’s business has doubled in size Keolis can and must Travel at comparable standards. Our robust and constant growth is unmatched figure among the in the global transport sector and pioneering companies Alain testifies to both the trust that public KRAKOVITCH transport authorities (PTAs) have in that adopt corporate Managing Director, the Group and the pertinence and Voyages SNCF effectiveness of our position. goals informed by social and environmental ENVIRONMENTAL CHALLENGES Normand We stepped up our role as a key objectives which reach PROVOST contributor to the transition to gree- pollution by developing high-capacity, far beyond conventional Advisor to the Chairman ner energies in 2019, working hand in electric mobility solutions. of the Board and former hand with PTAs. We scaled up from In addition, we launched a major CSR commitments. VP of CDPQ the trial phase of electric buses to modernisation of the rail network in full deployment, with the acquisition Wales in partnership with the Welsh of several electric vehicles, notably In 2019 we accelerated Government, heralding a radical shift These strengths will enable Keolis Claudia in Norway. our actions in favour towards greener mobility. to come through the crisis with the SCHLOSSBERGER We launched France’s first bus rapid More than ever before, Keolis is de- highest level of professionalism, as Independent director transit (BRT) systems in Amiens and of the transition to livering on its commitment to local we work hand in hand with public Bayonne and embarked on the next authorities to develop and implement transport authorities to weather this greener energies, generation of clean-fuel buses with policies that support the transition storm and bounce back. Laurent the rollout of a hydrogen-powered scaling up from the to a green economy. Beyond these aspects, the COVID-19 TREVISANI BRT service in Pau. crisis has highlighted the need for Deputy Chief Executive trial phase to full At the same time, we also demons- GOVERNANCE REVAMPED TO DRIVE a rethink on the global economy. Officer, SNCF trated our commitment to transitio- deployment. STRATEGY Keolis can and must figure among ning to greener energy sources in Keolis is today one of the leading the pioneering companies that adopt major cities including Hyderabad, players in the public transport sector. corporate goals informed by social Nathalie Shanghai, Doha and Dakar, where we Our results endorse our strategy and and environmental objectives which WRIGHT are helping public transport authori- the Group is mature enough to map reach far beyond conventional CSR 1. Action plan for business growth Digital & IT Transformation ties reduce road traffic congestion and out its mid- to long-term future. commitments. and transformation. Director, Rexel Group

OUR STRATEGY 53

2019 ANNUAL REPORT INTEGRATED GLOBAL GROUP integrated solutions deployed in the A WORD FROM Alongside our historic business as a MESSAGE FROM 15 countries where we operate. We JEAN-PIERRE FARANDOU bus operator, Keolis now integrates MARIE-ANGE DEBON intend to build on our recognised all forms of daily transport solutions. leadership in automated metros, tram We are the world leader in automated networks and autonomous shuttles, Keolis Executive Chairman from metros, the world leader in trams As I take up my role as Keolis Group and more generally in fully integrated, 2012 to 2019, Jean-Pierre Farandou and manage and maintain a series Executive Chairwoman, I’m fully aware multimodal systems. We need to stay reviews the Group’s transformation of strategic rail operations. of the responsibilities my position en- ahead of the curve, notably by further over the last seven years. Today, This integrated approach has trans- tails given the current stakes involved harnessing digital technology to roll Jean-Pierre Farandou is Chairman lated into average annual growth in shared mobility. Keolis faces several out innovative solutions like real-time and CEO of SNCF. of 7% since 2012 and sustained in- challenges – not least the impact of on-demand transport and to offer ternational development, which for the Covid-19 crisis on ridership across passenger services that make their FROM CHALLENGER TO LEADER the first time slightly exceeded our our networks. However, the ongoing everyday lives easier. In those seven years from 2012, Keolis business activity in France in 2019. situation has also demonstrated just The very nature of our business means grew from challenger to become At the same time, EFFIA consolidated how crucial our business is to the we contribute actively in tackling one of the leading players in the its position as the second largest economic, social and environmental the climate challenge. Our commit- public transport sector, moving up parking operator in France, managing well-being of communities around ment must continue as a key player, from fifth to third place worldwide. 250,000 parking spaces in 2019, up the world. standard-setter and source of ideas We achieved this by determinedly from 115,000 in 2012. I would like to take this opportuni- to constantly enhance the support pursuing a long-term growth strategy A powerful combination of perfor- ty to applaud the dedication and we provide to PTAs in achieving their with three clear focal points. First, We have a unique mance drivers underpin this dy- commitment of Keolis teams who environmental objectives. building robust relations with public ability to offer namic growth: strong core values have worked relentlessly to maintain In addition, as the Covid-19 crisis transport authorities by advising and and Group-wide policies in areas public service delivery and business adds to the economic and financial accompanying them in developing customers innovative including industrial, marketing and continuity despite the unprecedented pressures facing us, we must be at the the most suitable mobility policies solutions for both new human resources which are common and challenging circumstances. forefront of technical, financial and based on our knowledge of their to our 68,500 employees, a unifying I would also like to thank the interim contractual innovation to achieve the communities and customers and best forms of mobility and continuous improvement project executive board for its work over the best solutions for delivering service practices learnt from other Keolis and an intimate knowledge of the last few months in a very difficult excellence and cost efficiency. entities and elsewhere in the industry. related services. communities and citizens we serve context. Marie-Ange DEBON Second, delivering an exceptionally thanks to Keoscopie, our mobility CONSTANTLY CHALLENGING WHAT WE DO took up the role of Keolis Group high level of operational excellence. trends observatory. Over the years, SHARED MOBILITY, A FAST-MOVING AND Since the onset of the public health Executive Chairwoman on Let me give two examples here: the Keolis has thus established itself as EXPANDING MARKET crisis, Keolis has met unprecedented 24 August 2020, following her Yarra Trams network in Melbourne in an integrated global player with a I truly believe that public transport challenges, and we continue to do unanimous appointment by Australia – the largest in the world – distinct corporate culture and brand will play a central part in efforts to so on a daily basis. However, the the Group’s Supervisory Board. where we were the first-ever operator that strengthen the sense of belon- tackle today’s climate and social crisis has also driven home how cru- to be re-selected in the country; and ging to a single group among all our challenges, and ultimately help build cial shared mobility is to social and She joins Keolis after 12 years with the Docklands Light Railway (DLR), employees, whether they work in a more sustainable and fairer world. economic welfare. Our operational Suez, where she initially served as the automated metro network in Melbourne, Shanghai, Lille or Boston. Our expertise across the mobility fundamentals – safety, quality of General Secretary before being London, where we managed to im- chain and the partnership-based service and punctuality – are vital appointed Senior Executive Vice prove service frequency, which was MEETING THE NEEDS OF CITIZENS AND relations built with our stakeholders, strengths, along with our ability to President, International Division already at an impressive level when COMMUNITIES especially public transport authorities adopt new uses. We intend to leverage (€4.6 bn in revenue and more than we inherited the network. This growth and development are (PTAs), mean that we already have the this unique combination of expertise 50 countries) and, most recently, And finally, our unique ability to offer geared to fulfilling our mission to capacity to deliver solutions and ef- to restore confidence in public trans- Senior Executive Vice President customers innovative solutions for serve the common good. This means fectively support the transformations port. By succeeding here, we’ll rise to in charge of France, Italy and both new forms of mobility and re- contributing to the vitality of the required by communities worldwide. the challenge that drives us, namely, Central Europe (€5.8 bn in revenue lated services. As we’ve shown over communities where we operate and The first step in achieving this is to lead the field in meeting passenger and 30,000 employees). Prior to her the past decades, we are willing to improving the quality of life of local to constantly adapt to passengers’ expectations for a more sustainable stint with Suez, she held various take calculated risks to stay ahead citizens by providing shared, inclusive, changing lifestyles, expectations and inclusive shared mobility. positions of responsibility in both of the curve! connected and increasingly sustai- and travel habits. Unlike in the past the public and private sectors, This is illustrated by a series of indus- nable mobility solutions. In short, when passengers preferred a par- in services and industry (Cour des try “firsts”, including the autonomous mobility which is more passenger ticular mode of transport, today Comptes, France 3 and Thomson/ shuttle service in Lyon and the urban centric. they’re much more likely to switch Technicolor), between 1990 cable car system in Brest, which were between different modes, accord- and 2008. both launched in 2016. It was also in ing to their needs, their mood or 2016 that we won Australia’s first ever simply the weather. Our role is to Marie-Ange Debon is a member multimodal public transport contract give them this freedom of choice by of the board of directors of several awarded to a private operator in capitalising on our experience in a listed companies and is also the Vice Newcastle. wide range of transport modes and President of MEDEF International.

OUR STRATEGY 55

2019 ANNUAL REPORT

OUR 2019 REFERENCES

A global leader METROS TRAMS BUSES & COACHES TRAINS in shared 362 KM OF TRACK (in operation 1,008 KM OF TRACK (in operation 22,462 VEHICLES WORLDWIDE MORE THAN 7,000 KM OF TRACK or under construction) or under construction) mobility, we 3,704 RUN ON ALTERNATIVE FUELS 15 REGIONAL RAIL NETWORKS WORLD LEADER operate and PIONEER AND GLOBAL LEADER 1,429 ON NATURAL GAS Networks in service IN AUTOMATED METROS – 240 KM Melbourne, the world’s largest 783 ON BIODIESEL OF TRACK France: Blanc Argent maintain urban, tram network: 250 km 522 ON BIOGAS the UK’s Germany: Hellweg-Net, suburban 9 metro networks worldwide Greater Manchester, 389 ARE HYBRIDS largest light rail network: 96 km Maas-Rhein-Lippe-Net, 429 ARE ELECTRIC and intercity Networks in service Aarhus, Denmark’s first light Ostwestfalen-Lippe-Net, 80 ON BIOETHANOL networks for China: Shanghai Pudong rail network Teutoburger-Wald-Net, more than International Airport and 62 ON LPG Thalys Aachen-Dortmund Shanghai Pujiang automated 25 networks worldwide 10 ON HYDROGEN Netherlands: Province 300 public metro line of Overijssel, Twente Networks in service transport France: Lille, Lyon URBAN & SUBURBAN United Kingdom: Govia and Rennes Australia: Gold Coast, Australia: Adelaide, Brisbane, Geraldton, Kalgoorlie, Thameslink Railway, authorities. Melbourne and Newcastle Our expertise India: Hyderabad Newcastle, Perth Southeastern, Wales and Qatar: Doha Canada: Waterloo Belgium: Antwerp, Bruges, Brussels, Charleroi, Ghent Borders spans over a United Kingdom: London China: Shanghai Canada: Province of Quebec United States: Boston, dozen different (DLR) Denmark: Aarhus Denmark: Aalborg, Copenhagen, Odense Washington DC France: Besançon, Bordeaux, France: Aix-en-Provence, Amiens, Bayonne, Beaune, Besançon, transport Networks under construction Caen, Dijon, Le Mans (TA*), Lille, Bordeaux, Bourg-en-Bresse, Caen, Chambéry, Dijon, Haguenau, Networks under construction modes and Ivory Coast: Abidjan Lyon, Nancy, Orléans, Paris-Île Lille, Lyon, Nancy, Orléans, Rennes, Sarrebourg, Tours Charles-de-Gaulles de France region T11, Strasbourg France: is delivered Netherlands: Almere, Provinces of Flevoland, Gelderland, Airport (CDG) Express (TA*), Tours across the Overijssel and Utrecht Dakar Bergen Senegal: world. Norway: Sweden: Dalarna, Gothenburg, Jonkoping, Karlstad, Örebro, United Kingdom: Manchester Stockholm and Nottingham United States: California, Florida, Nevada

Networks under construction BUS AND COACH RAPID TRANSIT Denmark: Odense France: Amiens, Bayonne, Franche-Comté, Loire Atlantique, France: Paris-Île de France Metz (TA*), Pau (TA*), Rennes, Tours region T9 and T13 Netherlands: Almere Qatar: Lusail United States: Las Vegas

AIRPORT SHUTTLES Denmark: Aarhus France: Bordeaux, Le Bus Direct – Paris Aéroports, Marseille, Montpellier * TA: Technical Assistance. United States: Fort Lauderdale

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2019 ANNUAL REPORT AUTONOMOUS ON-DEMAND MEDICAL CAR-SHARING SEA AND BICYCLES France: Arras, Bordeaux, OVER 20,000 BICYCLES IN ELECTRIC VEHICLES TRANSPORT TRANSPORT Caen, Châlons-en-Champagne, RIVER SHUTTLES FRANCE AND THE NETHERLANDS MORE THAN 94,000 KM REAL-TIME ON-DEMAND No.1 MEDICAL TRANSPORT (self-service, long-term rental, Lille, Metz, Orléans, Rennes Australia: Newcastle CLOCKED UP, TRANSPORT OPERATOR IN FRANCE France: Bayonne, Bordeaux, electrically assisted, etc.) MORE THAN 23,000 HOURS Australia: Newcastle, 2,200 VEHICLES Lorient and off the coast France: Agen, Amiens, OF OPERATION, Sydney, Mount Barker Arras, Bayonne, Besançon, ALMOST 190,000 PASSENGERS 4,000 AMBULANCE STAFF of Finistère and the Barossa Valley Blois, Bordeaux, Bourg-en- CARRIED IN 2019 AND 200 JUSSIEU SECOURS 35 SERVICES INTRODUCED near Adelaide AMBULANCE CENTRES Bresse, Bourgoin-Jallieu, Caen, AROUND THE WORLD SINCE 2016 France: Aix-en-Provence, Châlons-en-Champagne, NEW SERVICES LAUNCHED Anglet, Bordeaux, Chaumont, Dijon, Laval, IN 2019 Cherbourg, Lyon, Nancy, Le Mans, Lille, Metz, Montargis, Australia: Sydney Orléans, Tours Montluçon, Moulins, Nevers, France: Bègles, United States: Las Vegas Obernai, Orléans, Pau, Quimper, Lyon Groupama Stadium, (Nevada) and Orange Rennes, Riom, Sarrebourg, Rennes County (South California) Tours, Versailles, etc. Monaco Netherlands: Almere, DIGITALLY-ENABLED Utrecht, Veluwe AND ALSO ON-DEMAND TRANSPORT Australia: Flinders France: Châlons-en- University, Adelaide Champagne, Lille, Roissy, and Newcastle Rouen Canada: Candiac France: Lille, Lyon AND ALSO Confluence France: Arras, Bassin de Pompey, Chambéry, Dijon, Laval TRANSPORT FOR CAR-POOLING PARKING France: Alès, Besançon, LEADING INTEGRATED PARKING PEOPLE WITH REDUCED Bordeaux, Bourg-en-Bresse, OPERATOR IN FRANCE (CARPARKS AND ON-STREET) Caen, Châlons-en-Champagne, MOBILITY (PRM) No.1 for train station car parks LEADER IN FRANCE Dijon, Le Mans, Lille, Rennes, in France France: Bayonne, Bordeaux, Sarrebourg 500 parking spaces operated Caen, Cherbourg, Dijon, Île-de- in 190 cities in France CMABULLE France Paris region (PAM 75, PAM and Belgium (app that pairs families for lift- 258,000 spaces, including 94), Lille, Lyon, Orléans, Quimper, sharing for the school run and Rennes, Tours out-of-school activities) 52,000 on‑street 83 Park & Ride car parks Sweden: Stockholm France: Dijon, Le Mans, United States: Greensboro (North Le Vexin, Lille, Montargis, Carolina), Fresno, Los Angeles metro Orléans, Rueil-Malmaison, area and Orange County (California) Saintes 59

2019 ANNUAL REPORT Keolis wishes to thank the employees who took part in producing this Annual Report. Keolis – Publication Director: Frédérique Raoult – Managing editor: Catherine Miret – Executive editor: Giles Spence – Editor: Linda Huguet – Creation, production and editing: – Photo credits: Angie, Chris Edwards, Porter Gifford, Emma Gli, Greater Manchester Combined Authority (GMCA), Régis Guichenducq, Maxime Huriez, Istock, Jonas Jacquel, Nicolas Joubard, Sébastien Kandin, Keolis, Keolis Belgium, Keolis Bordeaux Métropole, Keolis Canada, Keolis Commuter Services, Keolis Deutschland, Keolis Downer, Keolis Grand Nancy, Keolis Hyderabad, KeolisAmey, Keolis Morlaix, Keolis Quimper, Keolis Rennes, Keolis Santé, Shanghai Keolis, Gry Miriam Olsen, Tristan Paviot, Qatar Rail, Max Riche, RR, Livia Saavedra, Antony Smith, SYTRAL, Sunil Thakkar, Transport for Wales, Yutong. This document was printed by Imprimerie Solidaire, the first adapted industrial printing company in France. CONTACT Group Communications Department — 20, rue Le Peletier 75320 Paris Cedex 09 – France Tel.: +33 (0)1 71 32 90 00 [email protected] www.keolis.com