MASS TRANSIT

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4 million THE WORLD IS EXPERIENCING passengers A MASSIVE WAVE OF carried every day in URBANISATION. by SNCF In densely populated areas, mass transit systems are the only solutions that 6 million provide the necessary capacity, frequency passengers a day carried by and fluidity to handle this urban growth and at the same time meet today's environmental challenges. 4.9 billion city-dwellers Among the world’s most experienced by 2030* mass transit operators, Keolis and SNCF partner with Public Transport Authorities to effectively support the development of the cities of the future by leveraging its broad operational expertise.

* Department of Economic and Social Affairs

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WORLD REFERENCES FOR MASS TRANSIT

LILLE, France The world's first driverless metro (1983). High frequency with 66-second intervals at peak times to maximise capacity. 170 million metro and tram passengers per year, 62 km of lines.

LONDON, United Kingdom Over 99% on time performance achieved for the Docklands Light Railway (DLR) system since Keolis took over in December 2014. 120 million passengers per year, 45 stations, 40 km of CBTC.

LYON, France Smooth integration of the 94 km metro and tram backbone network within the metropolitan transport system, with a record number of 350 annual public transport trips per inhabitant. 4 metro lines and 5 tramway lines handle two- thirds of all passenger flows.450 million passengers per year, annual patronage growth of 4.5%.

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UNITED KINGDOM Govia Thameslink Railway, the largest rail franchise in the United Kingdom in terms of passenger numbers, numbers, revenue and employees.

MELBOURNE, Australia The world’s largest tram network since 2009. 471 trams provide 180 million journeys a year on 28 lines, totalling 250 km of track.

HYDERABAD, India Early involvement of Keolis engineering and design teams providing operator guidance on how to best accommodate and manage 450 million passengers a year on the 72 km elevated mass transit metro system.

SUBURBS OF , France With 3,700 km of track and 3.2 million passengers per day, the Greater Paris train network is one of the busiest in the world. During peak hours, SNCF simultaneously operates 650 , which means at any given second, a train is either entering or leaving a station. As part of its efforts to regularly increase the frequency of services and conduct important work to renew the network, SNCF constantly adapts its service offer to meet the new transport needs of Greater Paris’ 12 million residents.

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OUR VALUE PROPOSITION

ZERO HARM THINKING LIKE A PASSENGER The overarching goal of mass transit systems is to carry large volumes of Services are developed by transport passengers safely, reliably and efficiently organisations and authorities and also in highly dense and constrained urban by individual passenger choices and environments. expectations. Keolis has adopted this customer culture, prompting its unique Keolis and SNCF constantly strive to ‘Thinking Like a Passenger’ approach. Our provide excellent transport services and the teams continuously innovate to create highest level of safety for our passengers attractive transport solutions focused on and employees. providing a personalised travel experience for each of our passengers. We rely on tried and proven processes deployed across the portfolio of automated We ensure that the three billion passengers metro, heavy rail and light rail networks we we transport annually are satisfied everyday operate to provide safe and comfortable by placing the passenger at the heart of our journeys to our passengers. network planning and operations.

INNOVATION

The Group implements advanced digital technology to make public transport increasingly attractive, improve the passenger experience and strengthen network performance. These investments contribute significantly to a smart cities policy.

We have developed a ‘connected mobility’ approach, which uses technology to: Simplify people's daily lives by devising and deploying new services and mobility solutions to meet passengers’ ever- growing demands for highly personalised solutions. Improve asset performance and move toward predictive maintenance regimes with connected infrastructure. Increase operational efficiency and simplify operating processes by connecting teams. Develop and integrate new mobility modes into existing public transport systems for fully integrated services.

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FIVE PILLARS OF EXCELLENCE

Our mass transit value creation scorecard ensures that we achieve daily operational excellence by improving train service perfor- mance, customer experience and economic efficiency. Thanks to the scorecard, we can actively maintain long-term commitments by helping authorities to make the most sustainable, locally–tai- lored choice to develop and improve their networks. The scorecard is divided into five pillars. Each pillar reflects our approach at different stages of a mass transit system lifecycle from rollout to upgrade or extension.

#1 Supporting the urban revolution

#5 #2 Leveraging Enhancing the best customer talents experience

#4 #3 Pushing the Managing boundaries daily of networks operations

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PILLAR #1 SUPPORTING THE URBAN REVOLUTION

The world is experiencing a massive wave of urbanisation. As a result a growing number of metropolises are facing increasing demand for public transport with the constraints of existing urban infrastructure. These megacities also have to deal with growing concern over environmental issues and the risk to public safety. Effective mass transit solutions are part of the response to these challenges. Keolis and SNCF, with their proven expertise in trains, metros, trams and bus rapid transit solutions, are supporting the development of tomorrow's cities.

CONSTANTLY ADAPTING CONTRIBUTING TO URBAN OUR TRANSPORT OFFER RENEWAL AND THE DEVELOPMENT At Keolis, we have one vision: to provide passengers with a safe, reliable, seamless OF SMART CITIES and integrated transport network between a city’s major areas of interest, employment and We are convinced that mass transit solutions recreation. With our multimodal offer combining are an important part of city development. both heavy and soft transport solutions, we We partner with all relevant stakeholders to not only connect cities and their residents, but design transport networks which not only fit also contribute to making these cities more into but improve the urban environment and attractive places to live and work. Lyon, where support its renewal, particularly through the we have been operating the public transport development of sustainable transport solutions. network for several decades now, is a good In the Greater Paris region, SNCF is working illustration of this. Thanks to our multimodal to significantly increase network capacity to services, the Lyon transport network provided deal with the 30% rise in passengers over the a record 350 journeys per inhabitant in 2016. past 10 years. This includes the extension of SNCF and Keolis work in close collaboration the RER E line towards the west of Paris. It will to modernise existing infrastructure and service four new stations and be connected to optimise timetables. This approach, which is metro, bus and suburban transport networks, co-designed with transport authorities and positioning it as the most interconnected line passenger associations, is essential to deal in the Greater Paris region. with passenger overcrowding. In the western region of Paris, the rapid growth of the La Mass transit solutions can also provide a Defense business district generated new travel platform to increase economic productivity. patterns and the saturation of some parts of the Working together with local industry, we network, including the L line, which connects implement advanced digital solutions to the north-western suburbs to Paris Saint-Lazare improve quality of life and contribute to the railway station. This led the SNCF to improve development of smart cities. its services to La Defense in 2015, with trains arriving more frequently during peak times and additional stops at new stations. Since then, service punctuality has improved by 7 points to 94% (from Q1-2015 to Q1-2016) and the rate of cancelled services has dropped by 40%.

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CASE STUDY Hyderabad station design: passengers first As the operator of the future Hyderabad metro rail in India, Keolis relied on its ‘Thinking Like A Passenger’ approach to review the design of Hyderabad station. By analysing every stage of the passenger experience, from the station entrance to the boarding of trains, the Group was able to CONTRIBUTING propose several initiatives including the separation TO MORE SUSTAINABLE of entry and exit flows, improved passenger signage, platform width and the installation of two-way AND LIVEABLE CITIES ticketing gates. In addition to reducing the time needed for connections by 10%, these measures should ensure a smooth, safe and enhanced By encouraging people to prioritise public passenger experience for the 1.5 million people transport, we also help address accessibility, expected each day at Hyderabad station. security, social and environmental challenges. We are dedicated to providing safe and accessible stations with customer- facing staff to facilitate the use of public TESTIMONY transport and welcome visitors at key city entry points. We create station SNCF: A TRUSTED PARTNER environments that serve as important FOR THE PROJECT intermodal transport hubs to enhance “SNCF’s ambition as part of the communities we serve. the Grand Paris project is to We believe these mobility solutions contribute to and support the improve the urban environment and help future transformation of the to create more sustainable, environmentally city. The success of the Grand friendly cities. Paris project depends largely on changes to mobility: facilitating travel to every corner of the city is crucial and the Transilien, as the main transport provider in the Greater Paris region, plays a central role. SNCF is involved in several important aspects of the project, including the modernisation of existing infrastructure, the renewal of rolling 6,200 stock in partnership with STIF (Paris’ public SNCF Transilien trains per day transport authority) and initiatives to improve the passenger experience. For the latter, SNCF is working on adapting existing transport 350 infrastructure to improve passenger conditions journeys per inhabitant quickly, while avoiding high investment costs.” provided in 2016 by the Lyon Stéphane Beaudet, Vice President for Transport, transport network (France) Regional Council for the Greater Paris region

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PILLAR #2 ENHANCING CUSTOMER EXPERIENCE

Our number one priority is to provide each passenger with the best travel experience possible – from safe, smooth- flowing and connected stations to digital applications and ever-more comfortable, spacious rolling stock. In addition, Keolis and SNCF are constantly seeking to simplify the use of public transport networks.

MAKING TRAVEL AN ENJOYABLE EXPERIENCE

Passenger experience is at the forefront of everything we do. When managing highly dense stations with huge passenger flows, we strive to maintain a personalised travel experience for each passenger so that they can enjoy a seamless, safe and pleasant journey even in complex, multimodal networks.

In addition, passenger flows on the RER B rapid transit line in Paris are monitored remotely by the network control centre, allowing service changes to be made when and as required.

Our latest generation of trains in the Greater Paris Area is specially designed to ease passenger boarding and alighting flows at transit stations, thanks to improved interior design, IMPROVING PASSENGER wider doors and more accessible INFORMATION DURING DISRUPTIONS platforms. They have a positive impact on comfort and on punctuality. Since Committed to constantly improving passenger information, the introduction of the new Francilien SNCF is working on a new on-board traveller information on the K line for example, regularity display. As of 2018, all SNCF commuter trains within the of trains gained six percentage points. Greater Paris Area will be equipped with the new system, To increase passenger satisfaction, enabling passengers to access real-time information on- the Paris Public Transport authority board and adapt their itinerary more easily in the event of a has decided to invest €10 billion in disruption. This advanced system will also allow passengers to the acquisition or renovation of access high-quality multimodal information, helping them to 700 trains over the next five years. plan smooth journeys.

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89% 800,000 The customer satisfaction SNCF Transilien (Paris rate reached by Keolis region) app downloads for the DLR, London’s in 1 year automated metro 156 remotely-operated Transilien stations by 2018 SAVING TIME WITH SMART TICKETS

Aware of the opportunities that digital technology offers for reinventing urban mobility, Keolis partners with startups to bring passengers innovative e-solutions. The Group launched a partnership with Moovit, a startup that developed a collaborative journey planning app with real-time travel information updates. CASE STUDY In Boston, thanks to another partnership with Masabi, a London-based startup leading the field in smartphone e-ticketing for public transport, M-tickets are now available on suburban trains and efficiently manage disruptions.

TAPPING INTO DATA TO PROVIDE BETTER PASSENGER SERVICES PlanBookTicket, the three-in-one Open data captured from transport application networks offers tremendous potential Since 2015, passengers have for the optimisation of service quality been able to download Keolis‘ and cost efficiency. Keolis works closely PlanBookTicket, the only mobile application in France enabling with Public Transport Authorities – from passengers to plan their journey development through to the roll-out of from start to finish. This digital their data networks. In Rennes (France), and fully connected transport solution manages the three for example, this collaboration resulted in essential steps passengers the development of more than 15 mobile need for their daily journey: applications and websites, available to itinerary planning, ticket booking and validation. Developed in passengers on buses, trams and trains. collaboration with Masabi, Passengers now have extensive information the M-ticketing leader, this at their fingertips, including real-time revolutionary app takes us one schedule updates, network maps and traffic step closer to our ambition of digitalising mobility to make information, simplifying their daily use transport simpler and more of public transport networks. enjoyable.

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PILLAR #3 MANAGING DAILY OPERATIONS

Every day, on each of the 120 urban networks we operate, Keolis and SNCF strive to provide a safe, punctual and reliable transport service to their passengers. Our integrated approach to operations and maintenance activities translates into improved responsiveness and cost-effective mass transit services.

ENSURING OPTIMUM NETWORK AVAILABILITY

With 3.2 million daily passenger trips in the Paris (Île-de-France) region, the most minor incident, typically during the morning and afternoon rush hours, must be resolved fast. To react as quickly as possible when a disruption occurs, SNCF has developed an integrated incident management plan for its Paris suburban network. The plan defines all key disruption management scenarios, which depend on the nature and location of the incident. For each incident scenario, alternative routes or travel modes are defined to ensure passengers can complete their journey. This agile approach to incident management ensures a high level of responsiveness within seconds of an incident occurring: it takes 30 seconds PLANNING to establish a diagnosis, 1 minute to decide DAY-TO-DAY OPERATIONS on the appropriate disruption management scenario, 3 minutes for the first passenger Robust timetables are key to delivering information be released out and 8 minutes high-quality service on dense networks. to adapt the route of impacted trains and At Keolis and SNCF, we build resilient propose an alternative service. operating diagrams capable of recovering from slight delays with minimal impact on service performance. Our planners work closely with operational and maintenance teams to anticipate events, inform 28 trains on the passengers of timetable changes, and French capital's RER E minimise the impact of track work and rapid transit line by 2022, unplanned disruptions to customer service. up from 16 today

Our capacity for maintaining infrastructure while maintaining operations is another key strength. For the past 20 years, upgrade A level of punctuality work on the RER C line, requiring traffic interruptions, has been planned during the above 99% low-peak summer period with alternative for the DLR, London’s bus services to ensure continuity. automated metro

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CASE STUDY MANAGING LARGE Handling massive passenger flows PASSENGER FLOWS in Melbourne Every year, during the two-week Australian Open FOR SPECIAL EVENTS Tennis Championship, Keolis, the Yarra Trams network operator, is a key partner for the city of As partners of major city-based events such Melbourne. To offer the best possible service to the as festivals, parades and sporting events, 650,000+ attendees, we provide superior services such as one-to-three minute tram shuttles to and we are experts in the management of large from the event, with extended operating hours passenger flows. For the UEFA Euro 2016, after the end of play. In addition, we communicate we successfully transported over 1.5 million extensively prior to and during the event, actively promoting tram use. And this is all done in close fans safely and smoothly to stadiums and liaison with the Melbourne authorities, mobilising fan zones in four French cities: Bordeaux, over 200 agents to staff the Crisis Centre along with Lille, Lens and Lyon. We concentrated fleet the police. capacity on the routes to the stadiums and deployed additional customer service agents and security staff to monitor passenger boarding. Across the Île-de-France region, SNCF TESTIMONY played a critical role in the success SMART MAINTENANCE IN BOSTON of this major sporting event, with the implementation of 120 additional trains to “In Boston, Keolis Commuter transport fans to the and Services is the operator a 24-hour transport service for the final. of the Massachusetts Bay Transportation Authority’s system. We've launched several smart digital solutions to improve our maintenance efficiency. For example, our DRIVING PERFORMANCE maintenance staff use virtual reality glasses WITH PREDICTIVE to stream video and converse in real time with MAINTENANCE remote expert technicians. That way, repairs are handled faster, improving service quality We believe high-performance trains across the network. In collaboration with the and infrastructure are key to delivering Mechanicals teams, we evaluated the virtual operational excellence in day-to-day reality glasses’ performance by testing the operations. Keolis and SNCF develop connectivity and quality of the received images predictive maintenance regimes focused on on different incidents' cases. reliability. We adapt the frequency and type Another major innovation is the use of of maintenance throughout the lifecycle drones for track and bridge maintenance. In of critical assets to achieve high levels of Massachusetts, around 70% of the network reliability and service availability. We use is bordered by forest. In addition to fallen remote monitoring to automatically collect trees, leaves on the track are the main cause and analyse data from sensors installed on of slippery conditions, resulting in degraded fixed and rolling assets to predict failures regularity. Tests run in 2016 were successful, accurately and determine an appropriate proving that drones are a low-cost solution response. These innovations allow us to to collect precise information rapidly, safely analyse whether degradation is faster and without disrupting operations. Drones are or slower than anticipated and to adapt a reasoned approach to regulate vegetation maintenance regimes accordingly. So far, utilizing periodic data collection.” this predictive maintenance is available on Pascal Baran, Chief Engineering Officer new generation trains only (the Francilien). at Keolis Boston

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PILLAR #4 PUSHING THE BOUNDARIES OF NETWORKS

Together with Public Transport Authorities, SNCF and Keolis are responsible for ensuring the long-term sustainability of the networks we operate. Over and above excellence in day-to-day operations, we are committed to advising asset owners and guiding their choices when it comes to modernising their networks, extending the lifetime of critical assets and increasing the capacity of their systems.

INVESTING TO EXPAND REGENERATING NETWORKS CAPACITY We have acquired a wealth of experience in With 273 million passengers a year and developing and implementing regeneration tunnels handling up to 24 trains an hour, programmes to maintain large-scale the Thameslink Southern & Great Northern improvements and extend asset lifecycles. network (TSGN) is the largest rail network We believe this is essential to enhancing the in the UK. Keolis and its partner Go-Ahead performance and safety of ageing networks. were chosen to increase the capacity of Significant rejuvenation works were carried out its urban and peri-urban service networks in 2016, especially in the Paris (Île-de-France) in response to an ever-rising number of region, where SNCF operates 7,000 trains a passengers. Under a seven-year contract, the day. In 2016, almost €1 billion was invested implementation of the ambitious £6.5 billion to modernise and renew tracks and improve government-funded Thameslink programme station accessibility. 100 kilometres of tracks is aimed at increasing hourly train frequency were renewed and 182 train switches replaced. from 8 in 2006 to 24 by the end of 2018. The regeneration programme level will be Some of the key solutions being deployed unchanged in the years to come, with €800 are next-generation high-capacity trains with million invested each year until 2025. over 80% additional seating, Central London station improvements, new automatic and train signaling systems (ETCS and ATO) and lifespan increased deployment of a traffic operations centre for metro from 40 to 55 years improved decision-making. metro trains 385 maintained by Keolis 36 minutes, instead of 51 minutes currently, between Chelles (eastern part of Greater Paris) and La Defense, with the extension of the RER train line towards the west of Paris

The daily traffic on the Transilien network is equivalent to an Airbus A380 taking off every second

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GOING BEYOND THE SYSTEM’S LIMITS

In Lyon, Keolis is working on a project to increase the capacity of a 40-year old metro system. So as not to disrupt traffic, we work CASE STUDY at night to automate the city's metro lines and Lyon metro chooses run dynamic tests. The project requires a very high level of coordination, anticipation and Keolis asset management preparation among operational and project expertise teams and the equipment manufacturers Increasing asset lifecycle can make involved. a substantial difference to whole- life costs. Keolis’ asset management We also boast solid expertise in introducing expertise proved particularly effective new systems and extending asset lifetime to when Lyon’s Public Transport help public transport authorities make the Authority asked the Group to identify the best solution for the 32 metro best choices in line with their budget. When it trains on lines A and B whose design comes to managing ageing assets, we analyse lifecycle comes to an end in 2018. whether renovation, overhaul or replacement is After defining alternative scenarios the best option for ensuring asset longevity. and running lifecycle cost simulations, we recommended extending the life This is particularly important as rail operations of the rolling stock – a solution that are capital-intensive. Furthermore, we identify will save Lyon taxpayers close to and integrate advanced technology to improve $500 million over the next 15 years. train performance in terms of frequency, speed and regularity. In the Greater Paris Area, Major technological leaps 2016 marked a significant step forward with Directly inspired by driverless the selection of a new operating system to metro technology, Automatic equip the future RER E line as part of the Eole Train Operation (ATO) systems are just beginning to gain ground project (extension of the RER E line towards in the railway sector. By removing the West of Paris). NExTEO, a world-class human risk, ATOs ensure optimum automation, control and supervision system, control at peak flows. In the Paris (Île-de-France) region, the rollout will considerably improve transit solutions in of the Siemens France CBTC and around the capital, with more frequent and (Communication Based Train Control) faster trains (24 trains per hour). In London, system on the new RER E line Govia Thameslink Railway is installing brand marks a major technological leap in performance as it will enable more new signaling and automatic train operation trains to run faster (120 km/hr). By systems on the Thameslink Southern and Great 2022, 28 trains will transport 620,000 Northern network line, making it the first heavy passengers, up from 16 trains today, while the entire Île-de-France network railway in the world to run with Automatic Train should ultimately be fitted with Operation (ATO) and ETCS. NExTEO and ETCS systems.

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PILLAR #5 LEVERAGING THE BEST TALENTS

We maintain a leading position thanks to the passion and expertise of our people, and we are committed to investing in their professional development. Keolis and SNCF employees all benefit from training, best practice sharing and continuous improvement processes geared towards operational excellence and relentless innovation.

DEVELOPING MASS TRANSIT SKILLS TESTIMONY FOSTERING AN INTEGRATED Meeting today's mass transit challenges requires both VISION OF MASS TRANSIT technical skills and a global, integrated vision of the issues at stake. This is why every year, Keolis provides its employees "One of the main virtues with a wide range of comprehensive training programmes. of the mass transit 2016 marked the launch of the Mass Transit Academy for Academy is its integrated Keolis and Transilien employees. From flow management approach to mass transit to traffic control, network maintenance and planning challenges. There are real optimisation – the full spectrum of transport solutions for complementary strengths densely populated areas is covered. Keolis also relies on between our two entities: its Metro Excellence Centre, a dedicated metro training SNCF has very specific expertise but is institute, to ensure that projects benefit from its renowned very 'suburban train'-centric. On the other leadership skills, world-class best practices and engineering hand, Keolis' technical skills are very metro- services. In 2016, we also inaugurated a new operational oriented. However, through its experience maintenance management training centre to improve the with a wide spectrum of customers around effectiveness of its day-to-day maintenance operations. the world, the company has learned to adapt easily to different environments. Our Mass Transit Academy encourages attendees to use these complementary strengths by sharing experience and pooling expertise. SHARING SKILLS To be more efficient, we need to work AND BEST PRACTICES together better and tackle mass transit issues through cross-cutting collaboration. We firmly believe that employees thrive when working The other advantage of this programme collaboratively and that best practice sharing encourages is that it facilitates discussions between greater efficiency at all levels. From one subsidiary to another, infrastructure and operational managers, teams offer different complementary skills. To tap into this ensuring everyone speaks the same pool of expertise, Keolis and SNCF foster collaboration language!" among experts by sending them to a different network François Vinsonneau, Operational Excellence or subsidiary to contribute their skills to a specific project. Director Keolis – Railways & Operations KeoShare is another initiative developed to facilitate cross- Division subsidiary sharing. Launched in 2014, this secure online sharing platform makes valuable knowledge accessible to experts worldwide. All employees using it can search, share, exchange and collaborate with one another, either within their area of expertise or across the Group.

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IMPROVING QUALITY TESTIMONY OF SERVICE UNDERSTANDING THE CHALLENGES OF ALL STAKEHOLDERS We offer our employees a comprehensive range of training and development “As the director of the K line, programmes to constantly improve quality I was more focused on of service. One of last year’s initiatives operational requirements and was to create closer ties between tended to underestimate the managers and teams operating in the impact of renovation work field so that they can better understand on passengers. Mass Transit their respective daily routines and issues. Academy helped me acquire a In 2016, SNCF also strengthened its more integrated vision of operations and network anti-fraud policy, by allowing some of maintenance. I now have a better understanding its station agents to inspect passenger of the challenges and requirements of everyone tickets. As well as making travel safer, involved, especially regarding network this measure is particularly important maintenance. Thanks to the Academy, I also for SNCF as fraud represents a shortfall gained a clearer overview of operations and all of €63 million per year. the components involved – from equipment items to train traffic. Another benefit of the Academy is its ability to present the mass transit issues Keolis faces outside France. This helped me develop a different perspective on the issues here in the Paris region and the way we operate. I would like to highlight the quality of the Academy's 500 speakers, both in-house and external, such as Keolis maintenance those from STIF (Paris public transport authority) managers in France and the Greater Paris Investment Agency, who trained over the helped us to gain a deeper understanding of next 5 years our wider ecosystem. I think that the mix of classroom learning and field visits is a great way to get an overview of the challenges involved in mass transit!” Transilien provided nearly Guillaume Darsonville, Deputy Director, 205,000 training K line, Paris Nord, SNCF hours in 2016 (excluding technical and driving trainings)

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CONTACTS

Keolis Archeno Valérie Godefroy, Thierry Maxime Huriez, Mayeux, Laurent Philippe Fraysseix, Keolis, – Photos : 20 rue Le Peletier 75320 Paris Cedex 09 – France Tel.: +33(0)1 71 32 90 00 www.keolis.com

SNCF Transilien 34 rue du Commandant Mouchotte 75014 Paris – France Tel.: +33(0)1 85 56 80 81 www..com Keolis – Publication Director : Thomas Barbelet – Design and production : Barbelet – Design and production Thomas Director : – Publication Keolis

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