MODERN TRANSPORT AT THE HEART OF MAJOR CITIES

METROS 3

320 KILOMETRES THE LARGEST of automated metro track OPERATOR OF 10 DRIVERLESS METROS driverless metro lines Keolis has been at the forefront of pioneering developments in metro operation since launching the world’s first driverless line in 1983 in 1983. We now operate and maintain Launch of the world’s first networks in six cities and are about to launch driverless metro in Lille lines in Doha, Shanghai, Rennes and Abidjan. All are fully or partially automated making us the largest operator of this technology in the world. Our recent success in MILLION winning contracts on three continents 500 reflects forecasts of an exponential metro passengers in 2017 growth in automated lines over the next CONTENTS decade. Our view, based on 35 years of experience and technical research, is that 4. Serving cities across the world this growing trend provides an opportunity to set new standards in mass transit. 6. Our promises and how we keep them

8. Pillar 1: Engaging early with transport authorities

10. Pillar 2: Securing smooth launches and takeovers

12. Pillar 3: Thinking Like a Passenger

14. Pillar 4: Optimising operational performance

16. Pillar 5: Enhancing network capability

18. Expert support from our Metro Centre of Excellence 4 METROS SERVING CITIES ACROSS THE WORLD 5

LILLE 44km

SERVING CITIES RENNES 12.5km ACROSS THE WORLD 32km

OUR MAJOR NETWORKS AND THEIR ACHIEVEMENTS

IN MOBILISATION RECENTLY LAUNCHED RENNES LINE A, DOHA, QATAR HYDERABAD, INDIA Service delivery Mass World’s largest over 99.7%; 35 million system; phase one elevated metro; passengers in 2017; - 3 lines, 37 stations, launched November 15 stations; 9km 76km of double track; 2017; 450 million of double track. staged opening from passengers per year October 2018; fully forecast once network operational by 2020. fully complete; 3 lines; LILLE, FRANCE LONDON 65 stations; 72km 40km World’s first driverless RENNES LINE B, of double track. metro (1983); a peak FRANCE train every 66 seconds 15 stations; 12.5km SHANGHAI, CHINA - highest frequency in SHANGHAI 6.7km of double track; Launched in March the world; 115 million passengers in 2017; DOHA 76km opening in 2019. 2018; first automated metro in Shanghai; 2 lines; 60 stations; 45km of double track. HYDERABAD 72km SHANGHAI PUDONG 26 million passengers forecast in 2018; 1 line; INTERNATIONAL 6 elevated stations; LYON, FRANCE ABIDJAN AIRPORT, CHINA 6.7km of double track. World’s first metro 37km 2 lines; 4 stations; 8km with Communications of double track; Based Train Control 220,000 passengers UNDERGOING (1991); 200 million per day forecast; MODERNISATION passengers in 2017 opening in 2019. LONDON, UK - 50% of the city’s Service reliability total public transport ABIDJAN, consistently >99% use; 4 lines; 44 IVORY COAST since Keolis took over stations; 32km of 1 line; 20 stations; in 2014; double track. 37km of double track; 124 million passengers 500,000 passengers in 2017; 6 lines; per day forecast. 45 stations; 40km of double track. 6 METROS OUR PROMISES AND HOW WE KEEP THEM 7

OUR PROMISES HOW WE KEEP TO CLIENTS, PASSENGERS OUR PROMISES

To keep our promises wherever we operate, we base our service AND COMMUNITIES offering on five pillars of excellence that reflect the entire lifecycle Our service is based around a set of promises that combine of a metro line – from planning and design to start of operations, to make using metro systems an attractive and natural choice. improving day-to-day performance and modernisation.

PILLAR #5 PILLAR #1 ENHANCING NETWORK ENGAGING EARLY CAPABILITY WITH AUTHORITIES • Working with PTAs to 2 • Informing choices for new lines 1 Zero harm Operational 3 Convenient, 4 Economic renew lines effectively We have set ourselves excellence personalised travel efficiency • Designing high-performance • Managing major projects metros the highest possible Our precision We make our Our operations, to raise capacity • Integrating metro lines to add safety standard planning and services easy for asset management • Transforming networks value – zero injuries operation provides everyone to use, and commercial through automation to our passengers, resilient services with assistance expertise increases employees and people can depend available throughout revenue, optimises the public. Our on whatever the passengers’ door- costs and strengthens management systems conditions, with to-door journeys businesses, providing reduce safety risks flexibility to cater for and innovations value for money year after year. day-to-day variations to provide a to our clients. PILLAR #2 in demand and personalised travel SECURING SMOOTH special events. experience. LAUNCHES AND TAKEOVERS • Working well with all stakeholders 5 Sustainable • Transferring proven processes and business knowledge We create sustainable • Service quality and businesses by safety from the start reducing the PILLAR #4 environmental impact OPTIMISING of travel, investing in OPERATIONAL PERFORMANCE PILLAR #3 employee skills and THINKING LIKE A PASSENGER • Dynamic train service working with PTAs management • Easy journeys for all passengers to develop networks. • Maintaining high-performance • Rapid response to disruption metro lines • Using technology to personalise Hyderabad, India • Successful special events travel 8 METROS ENGAGING EARLY WITH AUTHORITIES 9

INFORMING CHOICES is suitable for metro lines will be resilient, solutions from our by creating: PILLAR #1 FOR NEW LINES operation. We frame flexible and efficient to leading networks, • Faster journeys We form partnerships our proposals against operate and easy for adapted to local including rapid with PTAs to assess PTAs’ objectives for passengers to use. The standards and transfer to and from ENGAGING EARLY whether a new metro their overall transport impacts include: regulations. the metro will be the most network. • Signalling refined for • Modal shift from cars effective transport precision operation INTEGRATING METRO to the metro and WITH AUTHORITIES investment and DESIGNING HIGH- • Quicker recovery LINES TO ADD VALUE other low-emission identify the right PERFORMANCE from delays We offer PTAs decades transport We engage constructively with PTAs routing and technology METROS • Improved passenger of experience of • Integrated fares and at the earliest opportunity, offering for new lines. Our Our operations experts flows in stations designing metros as ticketing. our over 40-year lifecycle experience planning studies work with PTAs to • Easier access to the high-capacity We are working with include forecasting build the fundamentals maintain critical spine of integrated PTAs in Hyderabad, and operator’s perspective to inform line capacity, advising of high-performance infrastructure transport networks Shanghai, Rennes and the planning and design of new metro on station layout into the design of • Well-equipped and with co-ordinated Lyon to integrate new lines. The benefits include more reliable, and access, whether new metros. As such, organised depots services, efficient lines with the wider efficient, customer-focused networks a rubber-tyred or our design reviews • Lower lifecycle and connections and transport network. and the right transport choices for steel-wheeled metro focus on enhancing construction costs. multi-modal termini. growing cities. would be appropriate infrastructure reliability Our recommendations It adds value to PTAs’ and whether terrain and ensuring new are based on proven investment in new lines

WHOLE SYSTEM DESIGN REVIEW OF HYDERABAD METRO In Hyderabad, our early role included acting as shadow operator to bring practical “Our design review of the Hyderabad experience to the client delivering the state’s metro resulted in the train service, first metro. Our design review removed risks from the signalling specification, provided for infrastructure and customer facilities efficient fault reporting and maintenance and working as an integrated high- positioned points and turnbacks for flexible, resilient service patterns. Station reviews performance system.” modified wayfinding, ticket gates and waiting François Vinsonneau, areas to make it quicker to reach the train. Keolis Project Director, Hyderabad As well as creating a more reliable network with better customer experience, our proposals saved our client over €15M. 8 design reviews for new FEASIBILITY STUDY INFORMS lines since 2010 LINE B CHOICES During the planning of Line B in Rennes, we carried out a feasibility study of three options over €15M for the PTA. It examined whether each option of savings for our would provide sufficient capacity and deliver Hyderabad client a reliable service, integration of train control systems with the existing metro and future 350 proofing the new route. The study included annual public transport cost:benefit analysis for each option. The PTA trips per person on Lyon’s adopted our depot design recommendations integrated network – and track alignment specifications for the line, the highest in Europe due to open in 2019. We are conducting a similar study for Lyon Line E. Hyderabad, India 10 METROS SECURING SMOOTH LAUNCHES AND TAKEOVERS 11

WORKING manuals to reflect our HIGH-PERFORMANCE RAPID DLR IMPROVEMENTS PILLAR #2 WELL WITH ALL proven teaching and TECHNIQUES TRANSFERRED In 2014, our preparations to take STAKEHOLDERS operating techniques so TO SHANGHAI over London’s DLR network laid Our leading operations, that hundreds of new In 2018, we launched Shanghai’s the ground for a rapid increase SECURING engineering and HR recruits achieve high first automated metro after two in capacity. Asset audits and experts guide our competence in good years’ preparation. Our role business reviews highlighted preparations for each time. Managers receive included rewriting 200 the potential to enhance SMOOTH LAUNCHES launch and takeover to operations training at procedures to incorporate our operating and maintenance ensure train services our leading metros. proven high-performance methods using techniques meet performance Seamless takeovers – methods such as maintenance from our French metros. Within AND TAKEOVERS standards from the We work constructively systems to predict and prevent eight months, creative new start. Long-term with outgoing faults. We also made the case timetables raised capacity by secondments and Our preparations to launch new metros operators to complete to our Chinese partner for 20-35% on high demand routes. sharing progress openly and take over existing lines guarantee all key tasks. Early multi-skilled staffing to resolve A new incident management with PTAs creates meetings with trade delays rapidly and reduce costs. plan with defined responses that services will begin smoothly and productive relationships unions and staff Q&A To meet the launch date, we to scenarios contributed to provide a strong foundation for the to resolve risks. We channels provide for revised the training plan for 150 punctuality exceeding the 99% business. Based on decades of global consult regulators smooth employee staff to match progress in target. experience our approach during these and local partners transfer. Specialist commissioning the line. Our key stages in a metro’s lifecycle works on communication teams confirm approach contributed to our style and working time and again. IT systems work selection to operate another practices, enabling us faultlessly. Audits new line from 2019. to apply our experience and briefings prepare successfully. equipment and staff for 800 our Day 1 service. staff recruited and trained TRANSFERRING for launch of Hyderabad PROVEN PROCESSES SERVICE QUALITY metro AND KNOWLEDGE AND SAFETY FROM Supporting asset THE START 20-35% commissioning and We instil high increase in capacity on DLR handover – We form performance and safety routes within eight months project teams with into new launch metros suppliers to build by creating flexible, % asset reliability to integrated businesses. 15 the level required for Key aspects include: increase in commercial speed launch services and • Multi-skilled frontline during the first six months of beyond. We adapt our staff to repair faults, operation in Hyderabad experience to: advise customers and • Develop test plans for manage risks trains and technical • Integrated operations “Successful transfer of training systems and maintenance • Analyse results and teams with joint and staffing arrangements from resolve faults performance targets French networks was a key factor • Verify asset reliability • Planned rapid • Carry out trial runs. responses to delays. in providing a robust, resilient service We continue to fine Our takeovers re- from the launch of Shanghai’s first tune asset performance energise businesses automated metro.” after the launch. with quick-win service Training launch improvements and Philippe Debyser, workforces – We adapt a culture change Chief Operating Officer, Shanghai Keolis suppliers’ training programme.

Shanghai, China 12 METROS THINKING LIKE A PASSENGER 13

EASY JOURNEYS FOR Our control centres PILLAR #3 ALL PASSENGERS determine the We design our appropriate plan customer service so and inform passengers THINKING LIKE everyone can travel within five minutes. with confidence. Alternative travel We train all staff arrangements are A PASSENGER to understand how in place within passengers use a maximum of Every metro presents unique customer the metro - from 10 minutes. The plans service challenges. We need to guide commuters to tourists include procedures to: hundreds of thousands of passengers and disabled people - • Continue operating and target assistance services either side through the system each day, many are where needed most. of a failed train visitors unfamiliar with the network, and Our control centres use • Divert from any service disruption affects a large monitoring technology suitable routes part of a city’s population. Our Thinking to deploy mobile to metro stations Like a Passenger strategy addresses teams to manage • Provide real- these key issues. passenger flows at time updates via crowded stations. announcements, High-visibility signage information screens and announcements and apps. help passengers Trained back office navigate the network staff who work and guide them to alongside station 89 space on platforms agents to offer extra record passenger satisfaction and trains. Specially- assistance and help rating on the DLR trained staff work at passengers complete stations with many their journey. first-time users. RECORD DLR 9.5/10 SATISFACTION passenger satisfaction Co-ordinated plans USING TECHNOLOGY In London, we made it easier rating for information cater for passengers’ TO PERSONALISE for people to use the DLR within provision in Rennes entire journey. TRAVEL Announcements, signs We enhance customer months of taking over. We NEW APP JOINS UP TRAVEL and apps provide service with IT trained all employees to Think AND LIFESTYLE 10 minutes details of connecting innovation. In France, Like a Passenger and set up In Rennes, we have updated (maximum) to implement transport, we integrate our world-first app a mobile Customer Action Team our metro/ app to integrate alternative transport plans timetables, offer ‘last combines journey to make more staff available public transport into city life and if services are disrupted mile’ options (e.g. bike planning with ticket to assist at key times and places. inform travel choices. It includes rental) and inform purchase for metros New announcements provided real-time information comparing visitors how to reach and connecting targeted information and we public transport, cycling and “KeolisAmey Docklands settled city attractions. transport. A refresh implemented a safe, efficient car sharing with driving, and is introducing new queuing system at our most social media feedback. Lifestyle quickly into the role of DLR operator, crowded station. Satisfaction information includes special RAPID RESPONSE TO features to reflect scores rose to a record 89 - events, theatre times and delivering improvements for our DISRUPTION passengers’ travel Our metros have purposes and a level we continue to focus weather forecasts. Registered customers before the first anniversary practised rapid preferences. Further on as patronage grows. The new users personalise itineraries of the new franchise was in sight.” response plans to projects include culture has led to numerous to their preferred mode of travel minimise the impact of equipping Lille and changes including revising and receive disruption alerts. Jonathan Fox, any service disruption Lyon’s metro so maintenance times to improve A dedicated section shows the Director of Rail and Sponsored Services, lift and escalator availability. best options for disabled people. Transport for London on passengers. passengers can stay online in tunnels. London, UK 14 METROS OPTIMISING OPERATIONAL PERFORMANCE 15

DYNAMIC and minute based on Our precision planning and train operation so Lille, Lyon and Rennes) transport plans and PILLAR #4 TRAIN SERVICE patronage trends for and flexible operation that we understand rescues failed trains prepare weeks in MANAGEMENT each train and station delivers service asset condition within five minutes. advance. We schedule We manage metro and their impact availability above 99% and how it affects Joint operations and maintenance so OPTIMISING services dynamically on performance. in Lille, Rennes and performance in detail. maintenance reviews vehicles are available to maintain exact Flexibility in the plans London. We use the analysis to investigate every for an extended timings and headways, caters for unforeseen design tailored plans, incident to prevent maximum capacity OPERATIONAL match capacity spikes in use in real- MAINTAINING HIGH- which prevent faults reoccurrence. service and run trains to demand and time. Options include: PERFORMANCE and maintain key assets until crowds disperse. prevent platform • Adding extra services METRO LINES at the right time. SUCCESSFUL Station management PERFORMANCE overcrowding. Our • Varying train speeds We maintain our lines If faults occur, multi- SPECIAL EVENTS ensures trains are fully companies define and station dwell to support high train skilled frontline staff Our metros play a key loaded and everyone Our metros achieve near perfect dozens of peak and times to maintain service performance fix 90%, minimising role in the success of uses the metro safely. reliability and total safety while carrying off-peak operating even service intervals day-in, day-out. train delays. If depot world famous and local plans, which vary • Deploying mobile Advanced software repair is needed, our festivals. We engage hundreds of thousands of passengers train control and staff teams to manage integrates data from automated coupling with city authorities each day on some of the world’s highest location by day, hour boarding. sensors, inspections process (in place in to develop effective frequency services. Our success is based on precision planning, operation and maintenance and our ability to cater WORLD-LEADING MAXIMUM FREQUENCY for changes in demand in real-time. PERFORMANCE ON RENNES SERVICE FOR EURO 2016 METRO During Euro 2016, our Lyon In Rennes, where we run 36 peak and Lille metros successfully trains per hour, our operating managed hundreds of thousands 66 seconds techniques deliver world-leading of extra passengers using the between each train in Lille – performance and maximum lines to attend football matches the world’s highest frequency flexibility to manage growth. and fan zones. Station queuing % Continual refinement of over 100 systems released passengers More than 99 pre-defined train service plans in batches equivalent to train service availability in Rennes, maintains total reliability and capacity. Additional staff spaced Lille and on the DLR improves operational efficiency. people evenly on platforms Initiatives with stakeholders for rapid, efficient boarding. include the university agreeing to Dedicated apps and smart Zero stagger lecture times, reducing wristbands contributed to serious safety incidents on peak crowding and travel stress swift use of the network and our automated metro lines for students and commuters. smooth passenger flow. The Small changes to train timings measures played an essential and flywheel technology have part in providing a safe, efficient cut energy use 12%. Service maximum-frequency service for “Weeks of preparation enabled us availability is as high as 99.99%. up to five hours each match day. to carry tens of thousands of passengers smoothly to each of the six matches and 50-plus broadcasts at fan zones, contributing significantly to the success of Euro 2016.”

Jérôme Berthonneau, Chief Operating Officer, Keolis Lyon

Lyon, France 16 METROS ENHANCING NETWORK CAPABILITY 17

WORKING WITH PTAS • Integrating new PILLAR #5 TO RENEW LINES infrastructure with EFFECTIVELY existing lines. Our companies assist We arrange ENHANCING PTAs in developing engineering works efficient asset renewal at night after the last plans to maintain train has run, ensuring NETWORK and improve train services continue service reliability. We seamlessly. provide simulations CAPABILITY of future performance TRANSFORMING under scenarios NETWORKS Our companies work with PTAs from intensified THROUGH to anticipate and respond to the maintenance to asset AUTOMATION refurbishment and With many challenges of networks reaching replacement, advise conventional metros full capacity and replacing ageing on choices and approaching full assets. Our proven solutions and develop joint business capacity and assets technical knowledge identify plans. Our partnerships near the end of efficient options for renewing help clients prioritise their design life, assets at the right time, upgrading upgrades and renewals we have developed lines and network transformation. and invest effectively a process for smooth at the right time. conversion to automated operation. MANAGING MAJOR It provides an option €500M PROJECTS TO RAISE to deliver new capacity cost saving for Lyon’s PTA CAPACITY more quickly, less from extending the fleet’s life We work with PTAs to disruptively and identify and manage at lower cost than projects to increase building new lines. €50M networks’ capacity Our development work annual budget for renewal throughout their shows deliverable and modernisation works RENEWING THE WORLD’S SUPPORTING on behalf of Lille’s PTA lifecycles. We have benefits which includes: acted as a partner in • 99.9% service OLDEST DRIVERLESS METRO TRANSFORMATION In Lille, where we renew as well In Lyon, we are advising the PTA % projects to remodel reliability 30 infrastructure, lengthen • 30% more capacity as maintain the world’s oldest on its transformation of the 30- additional capacity by trains, introduce new from greater service driverless metro, we are carrying 40 year old network. On Line B automating conventional trains, extend lines and frequency and higher out numerous projects to replace we helped select the signalling lines open new lines. Our speeds life-expired assets and modernise supplier for one of the world’s role has included: • 10% reduction in others. Recent renewals include first conversions to driverless • Identifying small energy and staff 45 midlife trains, 159 escalators operation and are developing test “Supporting our PTA, Métropole infrastructure costs. and lifts, 2km of track, 8 sets of plans. On Line B, we are advising enhancements Our conversion points and ticketing, CCTV and on renewal of automated systems Européenne de Lille (MEL), in the (e.g. turnbacks) to process draws on electrical systems. Work planning, and a 2.5km extension. For Line A, modernisation of Lille’s metro, while increase service our experience of based on asset condition and we developed and trialled a train frequency maximising the importance, contributes to world- lengthening scheme. We are also minimising disruption to passengers, • Reviewing designs benefits of automation leading 99.8% of scheduled train conducting a planning study for is part of day-to-day business for and tender and includes a phased kilometres operated. We also a new line. The programme will specifications transition to the identified and carried out works cater for growth forecasts of up our teams at Transpole.” • Recommending new technology and to extend fleet life by 10 years. to 50% by 2023 on high-demand Lyon has agreed a similar solution. routes. Ludovic Soleil, technology and retraining staff. Director Projects and Engineering, Transpole selecting suppliers London, UK 18 METROS EXPERT SUPPORT FROM OUR METRO EXCELLENCE CENTRE 19

ASSISTING METROS infrastructure THROUGHOUT THEIR and customer EXPERT SUPPORT LIFECYCLE management Expert teams from the • Automating driver- Centre of Excellence operated lines to FROM OUR support all of our increase capacity metros throughout the efficiently critical periods in their • Maximising the METRO CENTRE lifecycle from design to potential of launch, modernisation automation to and expansion. provide near perfect OF EXCELLENCE On-the-ground reliability. assistance includes We provide global Our Metro Centre of Excellence, readiness audits to leadership by working assess progress and with suppliers to staffed by our foremost keep projects on enhance the capability specialists, is recognised as schedule. Completion of metro technology. a world leader in operations audits assess whether and engineering, project operations and safety SKILLS management and skills management can be DEVELOPMENT development. Based in Lyon strengthened with AND KNOWLEDGE where we manage the multi- best practice from our SHARING INNOVATIVE SOLUTIONS FOR HYDERABAD LAUNCH The centre’s training modal transport network, it has international networks. In Hyderabad we developed world-class solutions to supported our metros with Where necessary, institute develops meet the PTA’s request to launch the state’s first metro the centre develops and refreshes our on a 30km route section rather than in the planned expertise and solutions for over bespoke technical and managers’ skills, 30 years. phases. Our Centre of Excellence worked with the operating solutions providing courses on safety regulator to gain approval for new driving and for each metro. every aspect of service Shanghai, China train control processes required for an initial mix of planning, maintenance driver-operated and automated services. In addition, WORLD-LEADING and customer we integrated ticketing and signalling data to provide MANAGEMENT AND management. The detailed information on patronage levels, enabling us TECHNICAL SYSTEMS emphasis is on how to adjust train operation to match demand in real- The centre all parts of the metro time. Services began in 2017 on the longest metro line continually adapts function as a system, “We use all the expertise launched in India in one go and met the PTA’s quality our management and the interdependencies standards from the start. technical systems to and how individual of the Group to share best decisions impact the meet the challenges practice, develop our people Key areas of expertise: metros face in overall service. The and work collaboratively with • Network design delivering consistent, centre also organises • Capacity planning high-quality service as management events our PTA to deliver service • Systems commissioning and handover patronage grows. Key and opportunities excellence day in, day out.” • Performance improvement workstreams include: including: • Whole system planning and service delivery, Rolling • Use of digital IT for • Working groups Abdellah Chajai, stock & infrastructure maintenance and renewal superior monitoring on train control, Managing Director, • Automated operation KeolisAmey Docklands of infrastructure signalling and asset • Integrating public transport and train service management • Ticketing and fares development. performance • Online knowledge • Refining our sharing communities integrated approach • Site visits. to operations, Design: Photo credits: Adrien Daste, Xiangqian Fan, Photo Craze, David Lee, Zhe Li, Sébastien Erome CONTACT Keolis – 20 rue Le Peletier, 75320 Paris Cedex 09 – France

T. +33(0)1 71 32 90 00 www.keolis.com