Business Overview 2009

VEOL1004232 COUV TRANSPORT_GB.indd 1 30/04/10 15:37:17 Contents 8 Interview with Cyrille du Peloux Chief Executive Offi cer of Transport

12 Our operations

14 Our key fi gures

16 Our responsibility 18 • Ensure that change brings progress 24 • Mobilize everyone’s energy

34 Our expertise

36 Our solutions 38 • Help each region fi nd the right mobility 42 • Expertise in all transportation solutions 46 • Travel as an integral part of life

50 Our Vision

1

VEOL1004232 TRANSPORT RA2009_GB.indd 1 30/04/10 17:53:37 r is responsible for 14 secto % of glo tion bal gr rta eenh po ouse ns ra t e h T

In div 50% idu ill increase globally al demand for mobility services w

T rave l patt erns are expanding beyond urban

transport mon modes of ation most com e three of th one g is kin al W

2 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 2 30/04/10 17:53:37 g as em issions.

by 2030.

areas. wo rldwide.

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VEOL1004232 TRANSPORT RA2009_GB.indd 3 30/04/10 17:53:37 In 2009, 4.3 million metric tons of equivalent CO

2 were avoided thanks

In , Veolia Transport has achieved a modal shift

Veolia Transport mobility centers make trips easier.

Line 9 of the metro is expected to transport more than

breaks down administrative barriers by bringing The Vialsace Web portal

connected to Veolia Transport’s systems The 575 park-and-ride facilities

4 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 4 30/04/10 17:53:37 to Veolia Transport services.

of 8% (percentage of car drivers who have changed to using public transit).

c congestion. 760,000 passengers a day and reduce the city’s traffi

together information on all of the region’s transit modes.

c fl ow in city centers. improve traffi

5

VEOL1004232 TRANSPORT RA2009_GB.indd 5 30/04/10 17:53:37 As the leading private operator of public transportation in Europe, and number two worldwide, Veolia Transport helps public authorities organize mobility services. Our industrial expertise in intelligent transportation systems means we can design, organize and manage sustainable mobility in the most complex urban and regional confi gurations. With our multimodal solutions, which include trains, metros, light rail, buses, coaches, bicycles, car-sharing, taxis, and more, we make travel easier while controlling costs. We ensure that large cities and low-density areas alike are given a comparable quality of service and we foster the use of varied transportation systems so that every destination is served. By adapting our services to keep pace with evolving lifestyles, we improve passenger comfort and the simplicity and reliability of travel, while contributing to regional economic growth that is respectful of the environment.

6 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 6 30/04/10 17:53:37 Set the standard for managing safe and sustainable mobility solutions.

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VEOL1004232 TRANSPORT RA2009_GB.indd 7 30/04/10 17:53:41 Interview / Cyrille du Peloux

8 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 8 30/04/10 17:53:44 Interview with Cyrille du Peloux, Chief Executive Offi cer of Veolia Transport

What is your take on 2009? rail in Europe, as rail is the best means of transportation our contract—the biggest private rail management In the midst of global economic and fi nancial turbulence, for solving the problem of traffi c congestion. December 31, contract in the United States—and win us some signifi cant Veolia Transport’s operating performance was good and its 2009 was an important milestone for the opening of the new projects such as the 10-year contract for the results very satisfactory. Despite lower public transportation European rail market. Germany liberalized its market in transit system; the contract for Göteborg, ; and fi gures in some countries, the passenger transportation 1996, and Veolia Transport has built strong positions there: in France, the contracts in the city of Valencienne and market, and more broadly, the mobility market, off ers good with annual growth of 15% in recent years, we are the the Gard and Var departments. On the whole, our results growth prospects. 2009 brought the fruits of the important leading private operator of public regional rail services in on the commercial front were positive. But Veolia Transport’s work we began in 2007 to tighten our fi nancial discipline, that country. Sweden’s liberalization was practically commercial performance must also be measured by its reduce our debt, and improve our productivity and completed in 2009, and we benefi ted there, too, with Veolia capacity to increase fare revenue and ridership on the processes. All our major countries contributed to these Transport’s new service between and Malmö. systems it manages. Our SuperShuttle shared-ride airport results, so the success was truly collective. 2009 also saw France is a natural priority for us and our experience has service maintained its ridership despite a substantial decline a strengthening of our commitment to safety. This is always established our credibility to move into regional, inter- in air traffi c. Systems like InterConnex, in Germany, and the our number one priority, and that applies to the safety of regional and high-speed long-distance rail lines. regional network in , the Netherlands, saw double- our passengers and employees, and anyone else in contact digit growth. with our activities. How did Veolia Transport fare commercially in 2009? Commercially, it was a busy year, with many major contracts What changes are you seeing in transit authorities’ Wasn’t 2009 also the year of refocusing on passenger up for renewal. We had successes and setbacks, showing expectations? transportation? just how competitive the market is now since opening up Naturally, in these diffi cult economic times, public authorities According to the roadmap established by the company, to serious international competitors. I was impressed by are particularly focused on balancing public fi nances, and that Veolia Transport sold its non-core rail freight business, our teams’ capacity to mobilize and retain our contract for means they expect operational optimization and economic Veolia Cargo. However, we have high hopes for passenger the system in , New Zealand, earn an extension of effi ciency from operators. However, a study we conducted >

9

VEOL1004232 TRANSPORT RA2009_GB.indd 9 30/04/10 17:53:44 Interview / Cyrille du Peloux

Our plans are focused on innovation, respect for the environment and safety.

recently in several countries found that passenger satisfaction is becoming a priority. Public authorities are asking for quality services, integrated mobility solutions and mobility that is in tune with growing environmental awareness. They also want mobility to play a central role becoming more intelligent and connected with the outside we are committed to helping our public authority clients in strengthening social ties, fostering equal opportunity world, and our systems communicate with each other, by deploying concrete solutions: increasing use of biofuel and giving everyone freedom of movement, and thus, becoming genuinely integrated. As a result, mobility is in most of the countries where we operate; new energy freedom of action in society. For a company like Veolia becoming more seamless, simpler, more personalized. (electric or hydrogen-based); new engines, working with Transport, there are real opportunities for growth based Imagine being able to use your mobile phone to choose constructors; or, more simply, projects to reduce on innovation and creativity in passenger comfort. the route you prefer, book your seat in advance, pay your consumption in our existing vehicles—our buses and fare when you get on a bus or light rail car, receive traffi c coaches, and our light rail systems and trains. So, is innovation the engine now driving your growth? information in real time, connect to the Internet and access Innovation has always driven growth and performance for e-services. Automated ticketing is already in place with How are these changes perceived inside Veolia Transport? Veolia Environnement. Our transportation business benefi ts BPass, and we are working with major telecommunication As a fantastic opportunity to push our boundaries! That is from the expertise of the company’s 850 researchers, fi rms to integrate even more services in Near Field why we have chosen to rally our employees around and we have defi ned several priority programs. Communication (NFC)-generation telephones. a Vision that sums up our goals: to set the standard for First, the technological shift made possible by new Our second priority concerns energy and the environment. managing safe and sustainable mobility solutions. It is information technologies is radically changing how Our Intelligent Green Vehicles program is structuring R&D a clear statement that our plans are focused on innovation, we interact with passengers. Digital services such as work on clean vehicles, whether thermal, hybrid or electric. respect for the environment and safety. For Veolia Transport, mobile phones and access to data for an entire region While the best way to reduce greenhouse gas emissions is choosing to set the standard is part of a continuous are revolutionizing public transportation. Our vehicles are through a massive shift from private cars to public transit, improvement process in quality, training and customer care.

10 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 10 30/04/10 17:53:44 Executive Board

Are these changes—or revolutions, even—the reason Cyrille du Peloux, Xavier Girre Antoine Hurel Francis Angotti Francis Grass for the planned merger of Veolia Transport Chief Executive Offi cer Deputy Chief Deputy Chief Chief Executive Offi cer, Chief Executive Offi cer, and ? Executive Offi cer and Executive Offi cer Asia-Pacifi c France Given the mobility needs associated with liberalization Chief Administrative with responsibility of the markets, growing urbanization and climate issues, and Financial Offi cer for safety and it is now crucial to be able to deploy solutions that provide the Middle East & simple access for travelers despite the complexity of North Africa region regions and diversity of transportation modes. The planned merger between Veolia Transport and Transdev would give the new entity the critical mass to innovate, design new services and not only set the global standard for sustainable mobility, but become the company that is the most capable of inventing the mobility solutions of the future. The fi t of the two companies’ expertise will enable the new entity to support government and public authorities by off ering them integrated solutions, and fostering the economic development of environmentally friendly regions and the well-being of communities. Mark Joseph Philippe Payen Marielle Villamaux Anne-Lise Voisin Tomas Wallin For our employees and our partners, this would be Chief Executive Offi cer, Vice President, Vice President, Vice President, Chief Executive Offi cer, a guarantee that our activities will maintain their relevance North America Strategy and Strategic Marketing Human Resources Nordic Countries and vision and have a long future. Research

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VEOL1004232 TRANSPORT RA2009_GB.indd 11 30/04/10 17:53:44 Our operations /

Europe Veolia Transport : (excluding France) 25,920 employees global expertise (34% of global workforce), €1,971 million in revenue

France Revenue of €5.86 billion 29,887 employees Revenue growth of +1.9% (39% of global workforce), (at constant exchange rates) €2,325 million in revenue Operations in 28 countries Africa & Middle East 77,591 employees 3,313 employees Serving 5,000 public authorities (4% of global workforce), 4.3 million metric tons of equivalent CO2 avoided €26 million in revenue

Revenue breakdown Revenue breakdown by geographic area by business activity

5% 10% Germany 2% 3% Rest of the world 69% Metro Coach, bus, light rail 16% 11% 4% North Asia-Pacifi c TOD (1) America 2009 highlights 17% Rail GERMANY • Extension of regional rail services: • Launch of Line 9 of the Niers-Rhein-Emscher (Rhineland); UNITED STATES Leipzig (Saxony); Bayerische • New contract for light rail in Houston RegioBahn (Bavaria) • New contract for the City of New Orleans transit system 26% • Acquisition of light FINLAND Europe rail system, as part of partnership (excluding France and Germany) • New contract for bus system with RATP Développement 35% France (1) Transportation on demand

12 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 12 30/04/10 17:53:44 North America 14,116 employees (18% of global workforce), €883 million in revenue

Asia-Pacifi c 3,325 employees (4% of global workforce), €622 million in revenue

Central and South America 1,030 employees (1% of global workforce), €38 million in revenue

FRANCE • New contract for Bus Transit MOROCCO POLAND Main contract renewals • Launch of SuperShuttle service to in Sénart–Corbeil • New contract for Greater Rabat • Launch of Grudziadz urban transit Australia: (bus), Rockingham- Beauvais, Orly and Charles-de-Gaulle • New contract for paratransit services bus system system Manudrah (bus) airports in Toulouse NORWAY SWEDEN United States: Boston (train), • New contract for an intercity system • New contract for the City of • New contract for ferry service • New contract for the Göteborg (bus), Las Vegas (bus), Tempe (bus) in the Indre & Loire area Valenciennes transit system in Troms County regional urban transit system • New contract for the Montceau-les- France: Gard, Moselle and Var IRELAND NETHERLANDS • New contract for the regional Mines intercity service departments • Extension of the light rail • Launch of Haaglanden urban transit bus system in Landskrona • Launch of self-service bicycle rental New Zealand: Auckland (train) system system • Launch of a Malmö-Stockholm in Nice, and Vannes train service • New contract for Mont Saint-Michel • Launch of bus systems for Skane Divestment: shuttle services County and Veolia Transport Cargo

13

VEOL1004232 TRANSPORT RA2009_GB.indd 13 30/04/10 17:53:44 Our key fi gures / Our key fi gures Data on December 31, 2009. Scope does not include , , Stockholm and the cargo business. Breakdown of km by transportation mode Predominance of bus and coach modes Veolia Transport’s business 57.82% 29.48% activity is expanding using Bus Coach vehicles that increasingly respect natural resources (energy and water). On a comparable basis, the reduction in local pollutants confi rms the environmental quality Economic results of our passengers’ trips.

8.81% 0.11% Vehicle under Electric bus/ 2.32 3.5 metric tons trolleybus 0.70% 0.22% billion trips Light rail Ferry 2.82% 0.02% Passenger trains Metro 1.88 37,162 billion kilometers vehicles traveled operated

14 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 14 30/04/10 17:53:44 Environmental performance of vehicles Calculation on the basis of 80% of the fl eet of road vehicles for the base year, with three-year targets (2005 to 2008, then 2009 to 2011).

2005-2008 targets met or exceeded 2011 targets

– 27% – 25% – 23% – 24%

– 17% – 14% – 15%

– 8% – 9% – 5% Environmental performance

CO HC PM CO HC PM NOx CO HC PM 2008 target 2008 result Saving water CO: carbon monoxide HC: hydrocarbon PM: particle matter NOx: nitrogen oxide

34% Quality of service Clean vehicles(1) of vehicles in our fl eet are washed using a water recovery and recycling system. 130 30.7% Certifi cations: ISO 14001, ISO 9001, of the Veolia Transport fl eet. OHSAS 18001 and NF/EN. Resource management (1) "Clean vehicles” designates vehicles running on water- diesel emulsion, biofuels, bioethanol, biogas or electricity and/ or fi tted with a pollution treatment system such as a particle fi lter; Selective Catalytic Reduction (SCR); or Exhaust Gas 9.7 TWh Recirculation (EGR). NB: All 4 and Euro 5 vehicles are systematically fi tted of total consumption of thermal energy 28.2% with an SCR or EGR system. and electricity. of revenue certifi ed (of the reporting scope).

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VEOL1004232 TRANSPORT RA2009_GB.indd 15 30/04/10 17:53:44 16 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 16 30/04/10 17:53:44 Our 18 / Ensure that change brings progress responsibility 24 / Mobilize everyone’s energy

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VEOL1004232 TRANSPORT RA2009_GB.indd 17 30/04/10 17:53:44 Our responsibility / Ensure that change brings progress

Most cities have built their transit systems step by step, adding to them as the community expanded. 1. Public authorities and the challenge of mobility These transit systems are complex and increasingly Safe, sustainable mobility performed by the transit authority. Our contracting models A city that is easy to access and where people can get around are evolving accordingly. First introduced in France, delegated diffi cult for passengers to eff ortlessly is more likely to achieve both social harmony and management of public services is a model whereby understand, and some of economic development. Nowadays, given the expansion of the authority retains control over transportation policy, while them have reached the limit cities and the numbers of people living there, individual travel the operator makes specifi c performance commitments is increasingly complex. Public transportation is adapting and and is evaluated through indicators. In France, 90% of urban of solvency. The mobility chain stations are being transformed into multimodal transit hubs transit and intercity systems outside the Greater area therefore needs clarifying to off ering an entire range of services including park-and-ride are operated by a private company, a model that is now being provide a better combination facilities, coach terminals, taxi stands, self-service bicycle rental, applied around the world. Concession contracts, in the form of private and public light rail connections, bicycle parking, shops, convenience of public-private partnerships with system constructors, stores and services. However, these multimodal services need rolling stock suppliers and fi nancing organizations, are for transportation and inner-city to be organized, through putting in place transportation an average of 30 years. This length of time enables a long- and commuter travel, as well as services that are suffi ciently effi cient and eff ective in terms term relationship to be formed based on an optimal division more clear and comprehensive of intermodality, the level of service (frequency, area covered, of responsibilities between government authorities and days in operation), safety, and quality of service. The the private sector to develop transportation infrastructure passenger information. management of comprehensive solutions for mode integration and manage it. It was under the concession model that Moreover, a sustainable requires specifi c technical expertise as well as the ability to Veolia Transport won the public-private partnership for development mindset is having organize the legal and economic relations between the transit New Orleans, the fi rst of its kind in the United States, and authority and the private operator. We work with our clients operation of Line 9 of the metro in Seoul, South Korea, where an impact on existing models to defi ne systems that take into account the specifi c economic, the fi rst eight lines are run by a public operator. Nowadays, by shaping new ways of social and environmental features of each city or region. contracts are changing to place emphasis on the operator’s organizing urban mobility. performance in delivering services. They may take the form A variety of contracting models of incentive contracts, often accompanied by bonuses and For coherent urban and regional mobility, specialized mobility penalties, under which Veolia Transport commits to results management is required, based on greater complementarity in terms of ridership, quality of service, on-time performance, between the activities contracted to the operator and those reliability, cleanliness, safety, and so on.

18 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 18 30/04/10 17:53:47 POINT OF VIEW

Dr. Francesca Romana Medda Senior lecturer inTransport Economics, University College . Since 2007, she has been a member of the Executive Board of Directors of one of the major public transportation companies in Italy.

“Customized” economic models As the breadth and pace of transport Within this logic, we need to examine modeling varies noticeably, it is unwise to the several interlinked and mutually seek a magic bullet solution that can easily reinforcing factors between the public and be replicated across cities and countries. private sector in the provision of transport. Transport policy and approach needs The intransigent approach to project fi nance “customized” models that encourage typical of the early generation of public- better responses to transport needs private partnerships (PPPs) projects, with with more fl exible tools and alternative their radical transfer of risks to the private transport service forms. sector and a negotiating attitude perceived The past 10 years have witnessed as excessively antagonistic by private sector a transition in transport analyses in which operators, needs to be replaced with a more two main vested concerns have taken realistic assignment of risks to private Houston: a long-term commitment precedence: the environment and transport parties. But more important is to switch energy consumption, and demographic to an attitude that regards partnership as The Metropolitan Transit Authority of Harris County (METRO) awarded processes related to aging and migration, a long-term cooperative relationship for Veolia Transport the contract for its light rail expansion project in Houston, both of which increasingly characterize which renegotiation of contract terms is Texas. Houston Operation and Maintenance (HOM), a joint venture cities. In this context it is clear that future acceptable. The public sector needs to company owned by Veolia Transportation and Parsons, and created for transport initiatives should demonstrate have an array of contributions in PPPs, from greater coordination between the demand conferring assets and providing guarantees this 35-year contract, will be responsible for operating and maintaining for mixed-use communities and transport to contractual and regulatory measures. the system, the equipment and the storage facilities. A total of 103 low- planning in order to anticipate future Whereas the private sector needs to acquire fl oor light rail vehicles will operate on four corridors totaling 32 kilometers. population demand and promote lower a more socially responsive attitude and, This is the fi rst transit system in the United States entirely equipped with consumption of energy. in particular, establish mechanisms to To reduce and subsequently mitigate direct incorporate transport users as customers this type of vehicle. The Houston light rail system provides Veolia Transport and indirect transport consumption eff ects, and community-based organizations (CBOs) with another opportunity to demonstrate its expertise in solving urban we must consider the widest possible range in order to provide better civic and equitable traffi c congestion problems. of stimulating and innovative alternatives solutions. for transport services and fi nancing.

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VEOL1004232 TRANSPORT RA2009_GB.indd 19 30/04/10 17:53:48 Our responsibility / Ensure that change brings progress

FOCUS

Making way for telemobility Public transportation mobile phone services have developed dramatically in just 10 years. They now include real-time traffi c news, online ticket reservations and purchasing, route planning, entertainment, WiFi services in vehicles, 2. Passengers expect new services mobility centers and contactless ticketing Anticipating changes in behavior quantity. They want to make the best use of the time Commuting distances continue to increase. Over the last they spend traveling or in transit hubs. Comfort and few decades, the average distance has risen from 5 km user-friendliness are considered the most important criteria to 15 km. New mobility requirements are emerging as when assessing the performance of public transportation. population fl ows vary: business and private trips; use of several transportation modes; inner-city, commuter and Making journeys useful time rather than wasted time inter-city travel, etc. With all these possibilities, passengers The more inner-city travel there is, the more diffi cult it is are trying to get their bearings. They need information so to circulate in city centers and the more complex it is to they can plan their trips and switch from one means of manage the last stretch of the trip. Park-and-ride facilities transportation to another as easily as they switch Web sites are needed so customers can leave their cars on departure, on their browser. Thanks to the digital revolution, people can while bicycle rental facilities and taxi stands on arrival receive e-mails and surf the Web with even the simplest enable passengers to reach their fi nal destinations. In order mobile phone, while more sophisticated phones off er access to use these services and plan their trips as they please, to hundreds of applications. Today’s city dwellers are people need easier access to information about transit constantly on the move and permanently hooked up to modes, schedules, connections and traffi c conditions. information systems. They expect the same level of Signage is no longer suffi cient. Passengers are accustomed interaction wherever they go, including on public to real-time information and therefore require broadband transportation. Passengers now want quality as well as Internet access in transit hubs and stations as well as while

20 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 20 30/04/10 17:53:48 traveling. Everyone now wants to make the best use of time spent traveling for either work or leisure. Applications like mobile phone payment and Internet access in vehicles and transit hubs are set to become the norm. Veolia Transport already caters to these new expectations. Our digital management systems allow us to gather information from diff erent operators’ databases and transmit real-time, clear and comprehensive information to passengers.

When ecology goes hand in hand with economy The “Se déplacer moins cher” (Get Around Cheaper) campaign was set up in partnership with insurance fi rm GMF in nine French cities in September 2009. The aim of the campaign was to persuade car users to convert to public transit by off ering them incentives: on average, three months’ savings on the cost of a 12-month season ticket for their transit system and a 10% reduction on their car insurance premiums.

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VEOL1004232 TRANSPORT RA2009_GB.indd 21 30/04/10 17:53:48 Our responsibility / Ensure that change brings progress

FOCUS

Kyoto, —what next? In 2009 Veolia Transport launched the “Bridging the gap: pathways for transport in the post-2012 process” initiative in partnership with the International Association of (UITP), the Transport Research 3. Environmental awareness weighs Laboratory (TRL) and GTZ, the German technical cooperation enterprise. in the economic balance The aim is to put land passenger transportation on the agenda of Urgent need for a long-term view Across the world, accentuated urban sprawl has created international climate talks so that Increased awareness of environmental concerns and extensive residential areas with the emergence of sizeable the economic crisis have prompted people to question and complex service and working areas that require a new the carbon fi nance mechanisms can be their travel habits and government authorities their approach to regional planning both in terms of policies and used to support sustainable urban transportation policies. Beyond providing public transit operational methods. This has led to the establishment of transportation projects. The four systems that function effi ciently, whether in terms of cooperation between the diff erent players involved, and partners took their message to the optimal operating methods and resources or the quality to interconnected transit systems. Contractual agreements Copenhagen Conference on climate of the service on off er, the issue of environmental impact like public service management contracts and public-private change in December 2009, in particular grows more important by the day. It is often the point partnerships are particularly appropriate in these situations. through three side events. Several of departure for questions concerning sustainable In addition, the transportation sector accounts for 19% of

reference texts have been published development. What is the true impact of transportation on CO2 emissions and 14% of total greenhouse gas (GHG) including a report on the Copenhagen public health, global warming, the economic development emissions. Without the development of incentives Conference and its implications for of a region, and on improvements to the population’s living to introduce measures that will encourage low-carbon the transportation sector and conditions? Drivers would certainly leave their cars at home transportation modes such as public transit, global targets a memorandum for developing if more public transportation were available. However, for GHG emission reductions will not be met. countries listing potential measures public transit authorities need to invest heavily to develop their transit systems. This is no easy matter when you to reduce greenhouse gas emissions consider that, for example, in the United States in 2009, in the transportation sector 25 large municipal transit systems faced critical situations (www.transport2012.org) during the fi nancial crisis.

22 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 22 30/04/10 17:53:48 Pilot projects

Veolia Transport benefi ts from the expertise of 850 Veolia Environnement researchers. Four research programs focus on transportation: • clean vehicles, whether thermal, electric or hybrid; • future transportation systems, especially as part of the European Bus System of the Future project; Biofuels: Research advances • the Intelligent Transportation System program, which is studying Research into second-generation biofuels, which do not compete with food crops, is making the impact of new information great advances. In association with the Nice-Côte d'Azur and Alpes-Maritimes authorities, and telecommunication tools on Veolia Transport has made use of this work and converted buses in Nice to a biodiesel based transportation activities and system on recycled cooking oil. This pilot solution enables CO emissions to be reduced by 22% and NOx digitization; 2 (nitrogen oxide) emissions by 10%. To take this work further, Veolia Environnement has opened • new passenger services, with ticketing and passenger information on mobile its fi rst biofuel production plant in Limay, near Paris. The plant, which has a fi rst production phones. line with a capacity of 45,000 metric tons, will make use of the massive source represented by recycled cooking oil.

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VEOL1004232 TRANSPORT RA2009_GB.indd 23 30/04/10 17:53:48 Our responsibility / Mobilize everyone’s energy

Veolia Transport is above all a company with a human dimension thriving on direct daily contact with 1. Rely on human capital millions of end-users. Our 77,591 employees Enhance skills Institute of Technology (MIT) mounted a research program In keeping with the policy defi ned by Veolia and identifi ed several areas of study in sustainable worldwide share the same Environnement’s Human Resources Department, Veolia development, including the development of vehicles goals of quality of service Transport wants to ensure that economic growth brings running on new fuels. Every year, hundreds of employees and performance. Specifi c HR human development and social progress. In each country are trained under work-study programs, or through initial where we operate, human resources managers work or on-the-job training courses throughout their careers, to action plans to develop skills, alongside operations managers to transmit our company’s acquire new skills or have their work experience recognized. reinforce our customer values. This network maintains contact at all times, and HR service culture, respect managers from around the world meet every two years Company-wide responsibility the environment and protect to set strategic priorities and share best practices in all Wherever it operates, Veolia Transport transmits the values areas: recruitment, training, succession management, and of a socially responsible and considerate company to everyone’s safety have been social, societal and environmental responsibility. At the 18 its employees: social responsibility, risk management, defi ned and rolled out Campus Veolia sites and training centers around the world, transparency and commitment to sustainable development, in all the countries where teams of instructors help all our employees acquire new with permanent adherence to honesty and integrity. skills, which are recognized by diplomas. Innovations The Veolia Environnement Ethics Committee, made up of we operate, for all employees. in educational means include the use of cutting-edge independent experts, may be approached by any employee simulation tools, especially for the rail sector. The network in complete confi dentiality. The committee regularly of campuses also maintains close ties with various conducts assessments everywhere in the world to ensure institutions. For example, in 2009 Campus Veolia that the working conditions are in line with the company’s Environnement North America and the Massachusetts standards and local laws.

24 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 24 30/04/10 17:53:48 Dialogue at the local level Veolia Transport consults with labor unions at all times on all subjects that concern good working conditions for its employees. In particular, the company makes sure it off ers its employees appropriate social security coverage. The quality of our labor relations is also recognized by clients, especially in the context of taking over the operation of new transportation systems. In total, we signed over 800 collective agreements in 2009. In Chile, Veolia Transport was awarded fi rst prize in labor relations from the Chilean drivers’ association.

Australia : Recruitment campaign aimed exclusively at women In , Australia, Veolia Transport was exempted from the anti-discrimination laws so that it could carry out a campaign to exclusively recruit women. Launched to make up for a shortage of bus drivers due to the mining boom, the project has in two years resulted in 142 women—67 in 2009—being hired and trained to become drivers.

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VEOL1004232 TRANSPORT RA2009_GB.indd 25 30/04/10 17:53:48 Our responsibility / Mobilize everyone’s energy

KEY FIGURES

16,631 new hires (excluding taking over contracts)

18 campuses and Veolia training centers in seven countries: France, , Morocco, UK, USA, Czech Republic and Germany (for 2010)

€40.6 million spent on training, or 2.1% of the payroll Rewarded for diversity 812 collective-bargaining agreements The benefi cial impact of the publication of the Veolia (+14% on 2008) Diversity Charter and the implementation in 2008 of an Veolia Transport action plan for diversity and equal opportunity is visible in achieves its all areas: professional integration, respect for the principles of non-discrimination, ethnic and cultural diversity, dialogue own Copernican with personnel representatives, and more. In 2009, we focused on the recruitment of women, people with revolution disabilities and managers aged over 50. In Sweden, the fi rst Three centuries after revolutionizing women’s network, “Women Power,” was set up. Our science with his theory on extensive campaign to raise awareness of diversity launched the movement of the planets, Workforce breakdown by gender in 2009 received the award for best communication about Nicolaus Copernicus will accompany diversity at the fi fth International Meetings on Diversity the mobility revolution through 79% held in October in Corte, Corsica. a Veolia Transport program that bears his name. This continuous improvement Taking the initiative plan was launched in France in April 2009 with the aim of rethinking Through the Veolia Foundation, our employees support the company. Attention will focus on schemes in favor of environmental conservation, outreach 21% the following eight priority areas in a bid and workforce development. Each project is assisted by to reach new levels of quality, a volunteer sponsor who is a company employee. For performance and image: training, 61,473 16,118 example, in the slum of Jamrushi Nagar, the quality and safety, methods, customer Men Women non-profi t organization “A shelter in Bombay” has renovated focus, employees, innovation, a community center that cares for children in diffi culty. environment, and anticipating the The proportion of women employees at Veolia Transport eff ects of the crisis. continues to increase (+0.3 points in comparison with 2008). Women accounted for 21% of our total workforce in 2009, up 2% compared with fi ve years previously.

26 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 26 30/04/10 17:53:48 In France, Veolia Transport is participating in the development of La Petite Reine, a social integration enterprise specializing in the environment-friendly transportation of goods in cities using “cargocycles,” three-wheeled bicycles with electric motors.

Safety for all through prevention by all Safety is deeply ingrained in Veolia Environnement’s corporate culture and is an absolute top priority at Veolia Mission Handicap’s fi rst actions Transport, where we devote over 31% (on the basis of hours Veolia Transport set up Mission Handicap in France at the beginning of the year. The aim dispensed) of our training budget to accident prevention of this scheme is to transform attitudes within the company toward employees with disabilities and safety awareness training. In Belgium, for example, and to take concrete action to ensure that we comply with regulations in this area. First, with we launched a compulsory training program for all drivers in 2009 and in the United States, a wide-ranging accident the help of a specialized consulting fi rm, a detailed assessment of the current situation was prevention plan was implemented to increase safety in all made at seven sites that are representative of our diff erent transportation activities. In all, activities. We are introducing incentive programs worldwide 900 workers with disabilities currently serve the company and our clients on a daily basis. A list to encourage drivers to be more vigilant on a daily basis. of best practices was compiled based on 12 interviews with the employees. This list can be In Ireland, drivers receive a bonus to reward fi ve years of consulted by all our employees on the Mission Handicap page of the Veolia Transport intranet. accident-free driving. In the United States, the “Million Miler At many of our operational sites, actions have been taken with the help of AGEFIPH, an agency program” rewards those drivers who have clocked up the that promotes the employment of people with disabilities, to maintain employees with most accident-free miles. disabilities in their posts, whether in workshops or offi ces. An information campaign was also launched in France to raise employees’ awareness of the RQTH initiative (offi cial recognition of a person’s status as a worker with a disability) and improve their knowledge of their rights. Lastly, a purchasing manual was published to encourage subcontracting out to sheltered workshops.

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KEY FIGURES

Passenger satisfaction is the top priority for 67% of transit authorities. (Survey conducted by Veolia Transport and TNS Sofres in the United States, Germany and the Netherlands). 2. Dialogue for progress

In a radically changing industry and a rapidly changing important to understand, test and measure the relationship urban environment in which passengers are becoming between passengers, their travel needs and information increasingly demanding, Veolia Transport wants to rally technology. That is the task of Veolia Hi Lab, the conceptual all its employees everywhere around a single service model. laboratory that deciphers what drives or deters technology This participatory commitment is expressed through simple adoption. For the launch of our Veloway services, for principles: Listening, Interacting, Progressing. example, ethnographic and ergonomic studies, mainly using cameras, were conducted locally to see how users reacted Listening to these services. By combining these methods and Passengers are the best people to voice expectations comparing the results for diff erent systems and countries, and ideas about how transit services can be improved. Veolia Transport can deploy its best practices to serve However, methods must be organized and deployed passengers and transit authorities. regularly to gather passenger feedback. Veolia Transport has taken a hands-on approach for the past few years and Interacting rolled out a series of methods to do just that. In 2009, Our drivers, sales agency staff and customer service center Veolia Transport decided to accelerate its use of customer agents are our company’s ambassadors, building its success satisfaction surveys: over the next two years, 90% of the as they perform their day-to-day work. They must therefore transportation systems we manage must have a passenger be given support in delivering high-quality service. That is satisfaction survey conducted by an outside organization. the purpose of the customer-focused training and culture In addition, focus group studies and service testing are change program Going for Green, which Veolia Transport conducted on a regular basis. With projections that 30% has been deploying over the past fi ve years. So far, of Europeans will be over the age of 60 in 2030, the senior 10,000 employees in 10 countries have applied the segment has received particular attention. As a result, principles of this training, which is designed to improve the maps and schedules have been made easier to read, comfort and well-being of passengers through greater vehicles have become more comfortable and we have attention to their needs. This interaction is extended made suggestions to public authorities about ways of through initiatives such as the “General Manager for a Day” improving their sidewalks and bus stops. It is also contest set up for the 19,000 customers of the Boston

28 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 28 30/04/10 17:53:48 Expert.net, Veolia Transport’s collaborative intelligence

Expert.net brings together the company’s expertise and know-how on a secure intranet platform specifi cally designed for teamwork. This facilitates networking for employees, thereby enabling them to fi nd out about best practices that they can off er their clients. The platform comprises 18 networks of expertise in areas as diverse as alternative fuels, rail A passenger-focused company: networks, and customer surveys and Excellence in training studies. Headed by “champions” Veolia Transport develops specifi c training programs to enhance its employees’ sense of recognized for their expertise, the networks lead to the creation of customer service. The goal of the Going for Green program is to build excellence in customer Veolia Transport standards. relations for drivers and sales personnel, while the MUST marketing program targets supervisory staff and transit system managers.

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3. Set the standard

commuter rail system. The prize for the winner was to spend the classifi cation and rapid, personal handling of complaints. Establish procedures to protect the environment a day with the system’s general manager. The program was fi rst deployed in Dublin’s system, Transportation as a whole generates almost one-fourth

The Meet the Managers program serves a similar purpose, where customer satisfaction rose from 59% to 78%. of global CO2 emissions, compared with scarcely 7% for and has so far been rolled out in Australia, Ireland, Based on this success, the program will be deployed in public transportation. Using its Environmental Management New Zealand and the United States. While in transit, eight other countries. This customer-focused approach to System (EMS), which has been deployed in 889 Veolia Transport passengers are invited to talk to continuous improvement in services requires real transportation systems in 24 countries since 2001, the managers from the system and transit authority. involvement from managers. Veolia Transport has therefore Veolia Transport can make very precise measurements The program has led to improvements in the services based developed MUST, the Marketing University for Superior of the impact of its activities and its environmental risk on the concrete needs expressed by passengers. In Auckland, Transportation, which exclusively targets our systems’ management. Cross-checking all the data obtained through New Zealand, the program was part of a multi-million managers and directors. this system helps us analyze our performance and set dollar project to revitalize the city’s rail system. Some These commitments and initiatives refl ect Veolia Transport’s optimal targets. It also gives us tangible arguments with of the measures that resulted were new public information Vision and its objective of setting the standard for which to incite public authorities to develop their public equipment, the introduction of passenger information customized mobility solutions. transportation systems and encourage the general public agents in the main stations and the introduction of new to use them. A private car making the same trip will emit measures targeting anti-social behavior. 2.5 times more greenhouse gases (GHGs) than public transportation. Progressing Raising environmental awareness is, however, only the A lot can be learned from a complaint. In complaints “green” aspect of a much more comprehensive approach. handling, statements of dissatisfaction and protest must Passenger safety and quality of service—be it comfort, be carefully recorded, the causes analyzed and corrective on-time performance, innovation or information—are just measures taken. Customers must also be assured of a rapid as important. Veolia Transport intends to become a model and personal reply. All these issues are addressed by an of sustainable development by measuring all these exclusive complaints handling program that Veolia parameters and identifying areas for improvement, in line Transport has named Listen. Inspired by best practices in with its Sustainable Development Charter. The “Aujourd’hui industries with high customer service standards, such as vert demain” plan launched in France in 2009 is the concrete telecommunications and airlines, “Listen” enables demonstration of this progress-focused approach.

30 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 30 30/04/10 17:53:48 Clean vehicles, an eco-friendly depot, sales and marketing schemes that encourage listening to the customer— any initiative in favor of sustainable development is now given this label. In the United States, the Green Culture program has been rolled out in all the transit systems. Eff orts include training in eco-driving and incentives to encourage responsible behavior in day-to-day activities through a 3R approach (reduce, reuse, recycle). Veolia Transportation’s new LEED (Leadership in Energy and Environmental Design)-certifi ed depots are among the most energy-effi cient buildings in the country.

A driving force for innovation In places where Veolia Transport buses are equipped Eco-driving: Less energy and fewer emissions with special injection systems, particle fi lters and catalytic Thanks to embedded devices, Veolia Transport drivers now have real-time access to precise converters that remove harmful particles, certain pilot sites information on their vehicle’s consumption. They are trained to drive more ecologically, enable us to go further still. In , buses and taxis safely and smoothly, which results in signifi cant fuel savings and greatly reduced carbon are equipped with hybrid engines that are fuel-effi cient and emissions and noise pollution. Veolia Transport intends to apply this method to all less polluting. New energy sources are being used, including its transportation systems, including rail. In Germany, the NOB rail service reduced its diesel natural gas, Gecam O#, a water-diesel emulsion, and GO TBTS, a low-sulfur content diesel. In France (Nice and consumption by around 1 million liters a year, or the equivalent of 2,750 metric tons of CO2. the Greater Paris area), buses run on biodiesel produced In three years, hydrocarbon and particle emissions throughout Veolia Transport’s transit from decomposed waste or recycled cooking oil. In Helsinki, systems have been reduced by 23% and 25% respectively. New targets set for 2011 are to Finland, vehicles run on Diester; in Dunkirk, France, they run achieve reductions of 24% and 27%. on hydrogen; and in La Rochelle, France, some shuttles

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FOCUS

Safety Veolia Transport in Phoenix, , received the American Public Transportation Association (APTA) Gold Award for safety in the bus systems operated Proven effi ciency KEY FIGURES The Eco-Effi cient TravelTM indicator measures the performance of public

4.3 million metric tons equivalent CO2 progress has been achieved as a result of this quality policy. transportation in terms of CO2 avoided, avoided In the United States, for example, nearly 70% of the transit atmospheric pollution avoided, private systems now meet the fi rst stage quality requirements. cars avoided on roads, and liters of fuel 31% of Veolia Transport’s fl eet is green In St Etienne, France, where management decided to take not consumed, all in comparison with the lead, the system meets the second stage quality private cars. The calculation method has been developed since 2006 and patents standards. The light rail system, which boasts 61% of drivers trained in eco-driving registered in 42 countries. It is based on a QHSE system with three certifi cations, and the Nice Ligne techniques emission factors published by offi cial d’Azur system, which was recently certifi ed ISO 14001 and organizations in all of the countries 9001, are models in this fi eld. In total, 30% of our transit (checked annually by Ernst & Young systems are already ISO 9001, 14001 or OSHAS 18001 as part of the EMS reporting procedure). certifi ed. We aim to have all our main transit systems In both , Netherlands, and are electric. A solar-powered bus is currently being tested achieve excellence and meet the international standards of Nice, France, this sustainable mobility in Poland. In Norway, the Trondheim light rail system is the European Foundation for Quality Management (EFQM) indicator helped detect the transit entirely hydroelectricity-powered and therefore does not within three years. At the same time, our largest transit system’s environmental weaknesses and correct them. In Barcelona, Spain, emit any CO2. In all, over 16.5% of Veolia Transport’s fl eet systems will have to obtain a Quality, Health & Safety and now runs on alternative fuels. Environment certifi cation or equivalent, like Barcelona’s light we measured the transit system’s rail system. EFQM criteria are now consistently included in eco-effi ciency and confi rmed the value of its environmental performance. International quality standards our services and we therefore provide public authorities This indicator became an additional Veolia Transport has appointed quality correspondents in with genuine quality commitments regarding organization, argument to justify the installation of a all the countries where it operates in order to implement on-time performance, regularity, customer service, safety, backbone line between the two existing the corporate quality policy adopted in December 2008. information, fare evasion and respect for the environment. light rail lines. In Dublin, calculations The network of correspondents is coordinated by the head demonstrated that the LUAS light rail of corporate quality. They are responsible for ensuring that Safety and risk prevention system emitted fi ve times less CO2 than action plans are implemented according to a three-stage Constantly improving driving practices and transit system private cars traveling the same route. quality process: obtaining the Fundamentals, focusing on safety are top priorities for Veolia Transport and the focus of Continuous Improvement, and achieving Excellence. Rapid clear offi cial guidelines and wide-scale action plans.

32 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 32 30/04/10 17:53:48 Our expertise

Public transit is as much a question of urban planning as understanding Risk prevention, driver training and optimizing maintenance processes are all means of striving to make safety second passengers’ needs. nature for all our employees. A specifi c structure has been set up and has provided Veolia Transport with performance indicators at the corporate level in addition to those No two cities are alike, no two trips are identical, and each traveler has unique needs. There is no single solution for public transportation: provided by the occupational health and safety program. it is more a matter of striking a fi ne balance given each individual city’s The range of indicators covers several aspects, including geography, resources, population and expectations. With its understanding the cost of compensation, fi res, accidents at railroad grade of cities and its expertise in the full range of transportation options—from crossings, and slight or fatal injuries caused by third parties. metros, ferries, trains, light rail systems, buses and taxis to providing Other indicators cover the rate and severity of workplace bicycles—Veolia Transport consistently comes up with the best mobility accidents, attacks on personnel, collisions, traffi c signal solution. off ences, passenger injuries and deaths, and so on. In each of 28 countries where we operate, a safety manager coordinates a national network and supervises optimization Organize seamless mobility programs with performance targets. The capacity to check The diff erent transportation train to metro or bus to taxi. The key the fi gures gathered and report on them is decisive in improving safety for our employees and passengers, modes serving a city or region form to organizing seamless mobility is and indeed for everyone involved in our company’s a complex system, the effi ciency mode integration, which is brought activities. This new structure will draw up a quarterly Our sustainable mobility charter of which depends on mode about through the information and report on the performance indicators, both for each country complementarity and coordination. services off ered to passengers In 2009, Veolia Transport offi cially made eight concrete commitments to sustainable mobility. and for the company as a whole. Genuine mobility hubs—stations and throughout their trip and by Its Sustainable Development Charter sets a quantifi able target for each of these commitments transit centers—are created so that interconnecting the transportation that must be met by 2011. The charter was drawn up using input from the fi eld and passengers can easily transfer from modes available to them. stakeholders, and is accompanied by tools to help our operations adopt new habits that will optimize the means of establishing “sustainable mobility.”

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VEOL1004232 TRANSPORT RABATS_GB.indd 33 30/04/10 15:48:04 Transportation modes and services available to passengers

Bus Rapid Transit Light rail ▪ 384 buses. ▪ 11 systems in operation in 7 countries ▪ 4 systems in operation, in Bogotá, spanning 3 continents. Las Vegas, Rouen and -Toronto. ▪ 307 cars.

Coaches Metros ▪ 10,834 vehicles. ▪ 535 trains. ▪ 113 km of track. , ▪ Inauguration of Seoul’s Line 9 international coach services and operation of Mumbai’s . ▪ 500 vehicles. ▪ 1,200 destinations in Europe. ▪ 59 points of sale. ▪ 9,000 travel agencies. Trains ▪ 1,152 passenger trains (locomotives + cars) ▪ Rail services in 10 countries: United States, SuperShuttle shared-ride service Australia, Germany, Spain, France, the Netherlands, Ireland, Norway, ▪ 1,280 minivans. the Czech Republic and Sweden. ▪ 35 airports served in 50 US cities, as well as 3 Paris airports in France. Taxis ▪ Veolia Transport is both an operator and Buses partner of taxi companies in 4 countries: ▪ 21,250 city buses. the United States (1,716 vehicles), France, ▪ 74 electric buses and trolleybuses. the Netherlands and Sweden. ▪ 138 vehicles exclusively serving airports, through People Travel Group. Bicycles Car-sharing ▪ Self-service bicycles in France (Saint-Etienne, Nice and Vannes), ▪ In France, Proxiway off ers approximately the United States (Washington, Chicago 100 vehicles for sharing, in Paris, and Seattle) and the United Kingdom La Rochelle and Narbonne. (London, Southampton and Gloucester).

Transportation on Demand (including paratransit) ▪ 3,312 vehicles of under 3.5 metric tons Ferries (GVWR*). ▪ 85 ferries, in France, Norway, ▪ 2,406 paratransit vehicles. the Netherlands and Sweden. ▪ 13,613 wheelchair accessible vehicles (12,497 road and 1,116 rail vehicles). ▪ 39 Transportation-on-Demand systems Passenger information in France. and mobility services ▪ 61 paratransit systems in the United States. ▪ 85% of Veolia Transport transit systems have a passenger information Web site. * Gross Vehicle Weight Rating. ▪ 575 park-and-ride facilities.

34 Veolia Transport 2009

VEOL1004232 TRANSPORT RABATS_GB.indd 34 30/04/10 15:48:04 35

VEOL1004232 TRANSPORT RA2009_GB.indd 35 30/04/10 17:53:48 36 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 36 30/04/10 17:53:48 38 / Help each region fi nd Our the right mobility 42 / Expertise in all transportation solutions solutions 46 / Travel as an integral part of life

37

VEOL1004232 TRANSPORT RA2009_GB.indd 37 30/04/10 17:53:48 Our solutions / Help each region fi nd the right mobility

The city is an ever-changing living space. Experienced partners have a crucial role to play in constantly reinventing the urban environment, Taking all human and urban factors into account Fully reorganized to match the growth of the Valence bearing in mind that there To design and organize a region’s mobility, Veolia Transport area and provide new services to passengers, it has been applies its CLE method (“Clear Concept” in the United simplifi ed and expanded to include three new bus routes, are as many types of cities States). “C” as in clarity of the routes: the system is designed nine bus rapid transit services, shuttles, a transportation-on- as there are cultures. as a whole to ensure optimum routes and facilitate demand service and paratransit. Veolia Transport has shifted Veolia Transport’s connections. “L” as in legibility of the system: the routes the system’s focus from a kilometers-traveled rationale structure the system and wait times are as short as possible. to providing service to customers though a comprehensive international expertise is And “E” as in commercial effi ciency. Using satellite images mobility service. the result of experience and geographic maps, Veolia Transport applies its expertise acquired in 28 countries. to assessing the region, analyzing the system’s operation, Effi cient, open-ended systems studying urban-planning projects and creating an Increased urban sprawl and higher-density housing are Our ability to analyze urban organizational map that identifi es the number and profi les giving rise to large and complex urban areas. Cooperation and societal characteristics of people to be transported along with the various strategic between organizing authorities and system interconnection means we can provide hubs: shopping malls, apartment areas, social infrastructure, have become essential, as illustrated by the success of solutions tailored to and so on. To optimize trips and facilitate connections, the large-scale mode integration system introduced in the a new structure is devised taking an overall view, especially Limburg province, Netherlands, involving regional trains, each local community. with regard to service frequency, to help simplify schedules. buses and taxis. In Morocco, the master plan for the Greater The system is then rethought to arrange routes along Rabat transportation system, operated by Veolia Transport priority corridors, change signage, and make the system jointly with the Bouzid and Hakam groups, has been entirely intelligent and attractive. In this way, Veolia Transport rethought to provide the city’s population with optimum defi nes tailored solutions that are adapted to the region mass transit services. Integrated and open-ended, it is based and meet the expectations of passengers and public around six main urban bus routes between Rabat, Sale authorities. Valence, France, is a fi ne example of a system and Terama, in addition to and complementing the light rail that has been optimized using the CLE method. project. These corridors will be the fi rst to benefi t from

38 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 38 30/04/10 17:53:52 POINT OF VIEW

Jean-François Doulet Ph.D. in urban planning, lecturer at the Institut d’Urbanisme de Paris and head of the China program of City on the Move.

The emergence of mobility services in China Chinese urban society is undergoing groups, these solutions all have in profound change, involving common the fact that they focus on individualization of lifestyles, the service provided. In this respect, multiplication of urban strategies and they can be grouped together under diversifi cation of consumer behavior. the heading of “mobility services.” The result is a more complex use of Some have already been explored in space in which mobility is a prime other countries, such as ride-sharing concern for all: getting to work, taking or short-term bicycle hire. Others the children to school, visiting friends, refl ect a more local approach, such as etc. Mobility choices are not always suburban motorbike taxis or informal easy to make and they are often car hire with a driver. It is essential the result of intricate decisions. that experts and decision-makers The current growth of urban take into account these increasingly transportation systems—metro, complex mobility practices and commuter rail or bus lane systems— the growing range of demands to is providing an essential solution. which these emerging innovations But access to personal cars is also provide a response. Urban becoming an option increasingly development and services need New Zealand’s audacious “Try” adopted by city dwellers. Even so, to take account of the specifi c Auckland, which is to host the Rugby World Cup in 2011, is preparing its mass transit and private cars are only demands that refl ect the new social one aspect of the mobility systems reality of city living. infrastructure and transportation options. In September 2009, New Zealand’s that are starting to develop in Chinese largest city renewed its contract with Veolia Transport for a further four years, cities. Other less obvious solutions to replace the old diesel rolling stock with 30 new electric trains. are also being added. Thought up More than 15,000 people are expected to use these train lines to get to and by city dwellers for city dwellers, or by organizations or companies to from the rugby matches. meet a specifi c need for certain social

39

VEOL1004232 TRANSPORT RA2009_GB.indd 39 30/04/10 17:53:52 Our solutions / Help each region fi nd the right mobility

FOCUS

Shuttle services take off In the space of just a few years, Veolia Transport has become a mobility specialist at airports, where the company implements innovative services adapted to each specifi c situation. In the United States, its subsidiary Golden Touch Transportation provides transfers for crews and fi rst-class passengers at the New York and airports. new standard and articulated vehicles and dedicated bus Coordinating mode integration It has service contracts with 65% lanes. In , China, the six bus systems operated since The increasingly frequent integration of systems is having 2009 by the joint venture with Nanjing-Zhongbei already a signifi cant eff ect on the organization of mobility companies, of airlines and 95% of fl ights at these transport 350 million riders a year. This signifi cant 30-year whether they be heavy infrastructure managers or service airports. With its SuperShuttle shared- renewable contract may serve as a model in this country, operators and mobility providers. Veolia Transport uses ride service, Veolia Transport provides where urban growth will require signifi cant resources for its expertise in designing complex, open-ended passengers with an intermediate the construction of new metros and surface mass transit transportation systems to structure operational plans solution between mass transit and systems. On Reunion Island, a large-scale project is now that allow large mode-integrated companies to coexist taxis for getting to and from the airport. making headway under a public-private partnership (PPP) alongside suppliers of specialist services and subcontracting Already the leader in the United States, arrangement. operators. The growth of the Internet and mobile phones serving over 35 airports and more than with all their varied applications enables us to coordinate 8 million passengers a year, in 2009, mobility solutions combining mass transit systems with SuperShuttle introduced services all other modes of personal or shared travel: car-pooling, in France for the three main airports transportation on demand, taxis, shuttles, bicycles and in the Paris region. Charles-de-Gaulle, car-sharing. Orly and Beauvais airports have selected Veolia Transport as their offi cial partner and provided it with counters and parking bays

40 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 40 30/04/10 17:53:52 Growth on track Veolia Transport has expertise in all types of rail services, from metros to commuter and long-distance rail. It operates many lines in the United States and Europe. The leading private partner of transit authorities in Germany with 15 contracts in nine states, the company has achieved excellent results in boosting ridership by 30% to as much as 250%. This success is attributable to the quality of the services provided, good cost management, extended mileage and improved access to remote regions. In December, three new regional systems entered service in Rhineland, Saxony and Bavaria. Sweden has ended 150 years of passenger rail monopoly enabling Veolia Transport to operate on a fully commercial basis the long-distance lines between Stockholm and Malmö, with connections to Copenhagen and other parts of Denmark. Since these lines entered service in September, passenger traffi c has risen by 50%. Lastly, deregulation of the international passenger market in Europe should provide Veolia Transport with growth opportunities New Orleans: A defi ning project in the coming years in the high-speed rail segment. Eff ective from 2010, European legislation will enable A historic agreement was signed in July between the New Orleans Regional Transit Authority international lines to be opened up to competition (RTA) and Veolia Transport. This delegated management contract, a fi rst in the United States, with the possibility of internal cabotage, and the aims to improve mass transit and mobility in New Orleans. A key component of the city’s revival gradual opening up of regional services in France. in the aftermath of Hurricane Katrina, the project designed by Veolia Transport will be rolled This revolution will give regions the possibility to choose their operator through tender processes, out in stages over the coming 10 years. It includes the operation of 93 buses, 66 streetcars, and so to optimize the management of their 10 “Lil’Easy” transportation-on-demand minibuses and 42 paratransit vehicles. In all, this fl eet networks. Veolia Transport will seek to gain of vehicles will travel 22,500 kilometers and transport 31,500 riders a day. The company had a foothold in this segment as early as possible, already been contracted to operate mass transit services in New Orleans in October 2008 initially through partnerships for new high-speed services and shorter-distance transborder routes under a standard management contract. As of September 2009, it is entirely responsible for organized by inter-regional transit authorities. the city’s mass transit: operation, safety, maintenance, customer relations, routes and schedules, planning investment and managing subsidies.

41

VEOL1004232 TRANSPORT RA2009_GB.indd 41 30/04/10 17:53:52 Our solutions / Expertise in all transportation solutions

Communities need more effi cient, safe and better funded transportation systems that are truly interoperable and ecological Surface or underground, rail or sea Veolia Energy-Dalkia, solar panels will be installed in depots to serve their growth and Flexibility and adaptability: Veolia Transport implements and the system’s Eco-Effi cient Travel™ rating will be assessed and coordinates an array of mobility solutions across annually. In outer-urban areas, where the level of investment sustainable development. regions. In urban areas, Veolia Transport assists with required hinders the development of infrastructure, specifi c Veolia Transport provides the creation and then the operation of mass transit road transportation services will be created to provide an them with environmentally development projects, such as Line 9 of the Seoul metro effi cient service. In Sweden’s Göteborg region, Veolia (South Korea). Light rail is a mode that is highly appreciated Transport solutions have been adopted for the creation of a friendly and economic by city dwellers and is particularly ecological. A light rail trip bus system powered by biogas or biodiesel. Veolia Transport

solutions that take social emits 4.61 times less CO2 than the same trip in a private car. also operates ferries in France, Sweden and in Norway, concerns into account. However, this mode of transportation is very capital where a contract was signed in 2009 with Troms County intensive. More economical, the development of bus rapid for the operation of three major routes. From inter-city coaches to transit (BRT) systems provides an alternative with a proven ferries and all aspects of rail track record in Bogotá (Colombia), Las Vegas (United States) Growth in tailored or on-demand services transportation, all modes are and Rouen (France). These high-capacity buses have Through services such as Proxiway car-sharing, Veloway operated to form a tailored the same advantages as a heavy mode: accessibility, self-service bicycles and transportation on demand, frequency, speed, regularity and comfort. The Valenciennes, Veolia Transport is increasing the number of alternative system. France, transit authority representing 75 municipalities with and interactive solutions to provide all users with a combined population of 350,000, selected Veolia Transport the greatest freedom of movement. Doncaster, to operate its transportation system. In addition to the light United Kingdom, contracted Veolia Transport in 2009 rail line already in service, two BRT routes will be introduced to implement a transportation-on-demand system for starting in 2011 and a bicycle plan will be rolled out to the transfer of patients between their home and encourage mode integration with mass transit. Several the hospital. Stanford University, United States, has done partnerships are planned, notably for paratransit services, something similar at its campus. The introduction of which will use electric vehicles. In association with a car-sharing system in a city can cut travel by private car

42 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 42 30/04/10 17:53:52 POINT OF VIEW

Sue Zielinski Director, SMART (Sustainable Mobility & Accessibility Research & Transformation), University of Michigan, USA.

Linking the dots In response to global urbanization 2. Accessibility. We transport and a mix of other emerging trends ourselves in order to meet needs. and challenges, New Mobility Transportation is not the need. Yet, is emerging to supply seamless, so far, we’ve measured the success door-to-door, multi-modal, of our transportation systems based IT-enhanced, sustainable, and socially on how far and how fast they move equitable regional transportation us, not on how well they help us (or, in a nutshell “Open Source meet our various needs with Transportation”). If we’re really going the resources we have (accessibility). to take transportation to the next So the goal is accessibility rather than exciting level, policy, investment, simple mobility. and action need to embrace and 3. Whole Systems Implementation. incorporate (at least) three essential This involves putting in place a vital and related elements: network or grid of New Mobility 1. Connectivity. To off er safe, Hubs, places that connect a whole aff ordable, sustainable and seamless range of transport amenities door-to-door trips, we need to including buses, trains, taxis, etc. connect and combine the range and in some cases shops and of new and existing modes, services, entertainment. This is all brought technologies and design. We also together by a mobile phone that need to connect the various dots off ers real-time information on that support a seamless fl ow of arrival and departure times and goods and services and labor. allows you to quickly and easily pay This dot-connecting needs to be not for these modes and services with only physical and spatial (community a single wave past the reader. and transport planning, land use You can physically transfer seamlessly New generation ferries and design), but also technological from one mode of transportation For ferry lines in Troms County, Norway, Veolia Transport has begun construction of three new (integrated multi-modal fare to the other, informed of schedules payment and wayfi nding, etc.), and options all the way, using high-speed ferries in carbon fi ber. These ships’ NOx (nitrogen oxide) and CO emissions are 2 and institutional (across industry the best mode for the purpose. less than half that of the ships currently in service. Dubbed CarbonCat 24, these eco-friendly sectors as well as government It’s easy, it’s convenient, it’s ferries will be launched in 2010. levels and departments, including aff ordable and it’s 21st century. Public-Private innovation).

43

VEOL1004232 TRANSPORT RA2009_GB.indd 43 30/04/10 17:53:52 Our solutions / Expertise in all transportation solutions

FOCUS

Hybrids for a centenary To celebrate its centenary, Yellow Cab of Baltimore, a Veolia Transport subsidiary, introduced its fl eet’s fi rst 25 hybrid taxis. Yellow Cab transports more than 5 million passengers a year 24/7

The world’s only double-deck light rail by up to 30%. In Paris, Mobizen provides consumers downtown congestion. In Dublin, Ireland, drivers have access Following the joint venture created and businesses with a fl eet of self-service cars and light to fi ve park-and-ride facilities directly linked to the city’s in January 2009 with Chinese company utility vehicles available 24/7. With a network of more than LUAS light rail system, and in Nice, France, the four park-and- Wharf Transport, Veolia Transport 100 stations, or “pods,” Mobizen is now the leading system in ride facilities feeding the Ligne d’Azur system provide

acquired 50% of the Paris region. Its clean vehicles emit less than 120 g of CO2 passengers with the possibility of purchasing a combined Ltd in April of the same year. per kilometer. Intelligent personal travel is a growing trend ticket covering parking and transportation. The result is The 163 double-deck cars that transport and more and more projects are appearing. In La Rochelle, improved traffi c fl ow in the city and a park-and-ride facility 240,000 passengers a day are iconic France, Veolia Transport’s Proxiway subsidiary provides usage rate close to 85%. A 100-place park-and-ride facility symbols of the Chinese city. 53 electric vehicles available for self-service hire 24/7 from located 15 minutes by car from a city center and well This strategic acquisition is a major seven pods. Veloway, Veolia Transport’s self-service bicycle connected to a transportation system can avoid hire subsidiary, off ers three systems: Veloway Pass, where 120 metric tons of CO emissions and relieve the city step toward developing the business 2 the bicycles are docked at pods using their baskets; Veloway center of 50,000 cars over a year. of Veolia Transport in Asia Mobile, with parking pods that can be installed and moved without the need for any roadworks; and Veloway Park, New mobility projects a fully automated and secured bicycle parking service. Using feedback from its clients, Veolia Transport’s personnel Veloway has already been introduced in the United Kingdom continually strive to improve service quality and develop (London, Southampton and Gloucester) and the United States new products. Working closely with leading research (Washington, Chicago and Seattle). In 2009, it was organizations, they are involved in new mobility projects, launched in Vannes and Nice in France. It has more than such as Cybercars 2 and Citymobil. The main focus of 5,000 subscribers who have clocked up 215,000 rentals. their work is the use of new communication tools to make the service more accessible, and the development of cleaner Coordinating private transportation and mass transit hybrid or electric vehicles. The 575 park-and-ride facilities operated by Veolia Transport worldwide encourage mass transit use and help relieve

44 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 44 30/04/10 17:53:52 Have BRT systems caught up with or overtaken light rail?

The investment cost for a BRT(1) system is between €4 million and €10 million per kilometer of infrastructure, compared with between €15 million and €35 million for light rail. On a practical level, BRT provides the same capacity, speed and accessibility as light rail but with the added advantage of fl exibility: it can travel on all roads, whereas light rail is limited to its rail track. Current experiments with automated control will also earn this system additional points. The optical guiding system implemented in Rouen, France, and Las Vegas, United States, allows the vehicles to dock closer to platforms, thereby improving bus accessibility, which is particularly useful for people with special needs. This system is based on an onboard camera and ground markings that act like a virtual rail, and an electric motor that takes over control of the bus as it approaches stations. The driver remains in control of acceleration and Tailored solutions for an exceptional site braking, and can regain control of the bus at any time by touching the steering wheel. The most As part of the major operation to give back its island status to Mont Saint-Michel, France, recent innovation is radar telemetry to detect Veolia Transport was contracted to provide tourism and transportation services. The main obstacles. Installed experimentally on a bus, feature of this project is its architectural and environmental coherence, as all structures this equipment will be integrated into the assisted- and vehicles must blend harmoniously with this exceptional natural and historic heritage site. driving system and will improve speed profi les by factoring in any obstacles in the vehicle’s path. The future footbridge, tourist facilities and vehicles have been designed with this in mind. (1) Bus Rapid Transit Access to Mont Saint-Michel will be by bi-directional shuttle buses with panoramic windows to view the landscape, and horse-drawn shuttles.

45

VEOL1004232 TRANSPORT RA2009_GB.indd 45 30/04/10 17:53:52 Our solutions / Travel as an integral part of life

Passengers’ new mobility expectations are infl uenced by their preferences, concern for the environment, and quality of life. These factors Seamless travel choices, despite accounting for only a very minor share lead to an increasing Whatever the distance, to reach their destination, of the investment budget. But they are now viewed as passengers often have to use several modes of a strategic area for development by Veolia Transport. demand for integrated transportation managed by diff erent transit authorities iPhone, Smartphones and NFC technology have drawn and interconnected mobility and operated by several transportation companies. passengers into the realm of “heightened reality,” enabling services. Information and Whether to identify an itinerary, choose and combine them, for example, to superimpose in real time a virtual 3D the modes of transportation, or book and pay for a ticket, or 2D model on the normal view and plan their journey. communication technology mobility centers provide users with the possibility of Veolia Transport is helping passengers by developing have enabled a new organizing a seamless journey. In and Sittard, integrated digital solutions, starting with ticketing perception of travel. Netherlands, the center coordinates shared taxi bookings; and direct information, such as the dissemination of data in the United States and in Europe, centers manage a fl eet about passengers’ journeys or fare alternatives. The next of more than 2,000 paratransit vehicles; in Nice, France, step will involve the development of onboard services, a center gives information on the bus systems across such as the portal opened by Veolia Transport in the 24 municipalities that make up the Nice Côte d’Azur October 2009 on the A14 Express route in Paris. Users agglomeration and the Alpes Maritimes department; can connect up using a computer with a WiFi card or and in Germany, a center provides real-time information a Smartphone and access a range of services: schedule for passengers using the seven rail systems operated information, fares and traffi c conditions, geolocation, by Veolia Verkehr. In all these examples, mobility centers fi lm viewing, and accessing video games or the “city tips” provide passengers with the information they need on the Cityvox portal. Intelligent transportation is changing to plan their trips simply and easily. our relationship with time and space. In turn, this is generating new modes of travel where distances, short Interactivity goes mobile and long, dissolve into a seamless continuity. Until recently, multimodal information systems have been relegated to the level of ancillary services and infrastructure

46 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 46 30/04/10 17:53:52 POINT OF VIEW

Gilles Assollant Director of the transportation division of Orange Business Services.

Real-time information for a seamless journey Relevant, high quality, entail any break in service: accessible at all times— connection possibilities, passenger information in combined fare systems, parking the broadest sense of the term provided for personal modes, must assist with organization wait and connection times, to enable the best possible use and so on. There is considerable of mass transit systems. focus today on these issues. Multi-tasking mobile phones Real-time information about The aim may be to design Some passengers will no longer need cash or tickets to travel. In spring 2010, schedules, connections and integrated services (landline, delays supplied via Internet mobile, Internet) and Veolia Transport will introduce its BPass solution on the Nice, France, system for passengers portals (fi xed or mobile) and personalized services (identity who have a Near Field Communication mobile phone. These phones have an NFC radio chip. e-mail and SMS alert systems recognition, stored preferences), When the phone is used to buy a ticket, the chip is automatically updated and the ticket are the fi rst essential step along with travel assistance stored in digital format. The phone need only be swiped a few centimeters from a control in making transportation (customized map displays, operators’ services more e-payment, remote access terminal to be validated. Taking things a step further, Veolia Transport is now preparing comprehensible and accessible. and ordering mobility services). the BPass+. Connected via mobile Internet to immediate and personalized databases, And the next step? Probably With ICT, transportation BPass+ can be used anytime to check schedules, receive alerts in the event of traffi c delays, the rollout of new mobility information is just another geolocate yourself on a map by reading interactive labels on urban furniture, and view services integrating real-time source of information, among information technology to off er all the others, provided by practical, cultural and leisure content. It should also act as a means of payment (retail, shared rides or transportation transportation stakeholders. car parks, etc.). This array of services has been designed in partnership with six companies on demand. In today’s world, Passengers access this (Amesys, Airtag, Connecthings, Monetech, Novabase and Trusted Labs) under the “Nice: the design of reliable and information in real time as contact-free mobile city” program spearheaded by the City of Nice and the Nice Côte d’Azur high-quality mobility must they are preparing their trip focus on seamless journeys, or while traveling. joint district authority. meaning travel that does not

47

VEOL1004232 TRANSPORT RA2009_GB.indd 47 30/04/10 17:53:52 Our solutions / Travel as an integral part of life

FOCUS

Multimodal information Veolia Transport subsidiary Cityway specializes in transportation systems and new technology. In 2009, Cityway signed a contract with 10 public authorities in France’s Alsace region to design and manage, via an Internet portal, a multimodal mass transit Lead passengers toward satisfaction clarity) through to post-journey (quality of response in the information system. The www.vialsace.eu The main aspect of quality of service is the journey itself: event of a complaint). Tools for dialogue are also put in place web site provides passengers with on-time performance, speed, information and comfort. to enable passengers to express their views, and to give us a trip planner based on time and cost On each of its transportation systems, Veolia Transport valuable feedback. In Valenciennes, France, an Internet and carbon footprint that takes into focuses its eff orts on providing passengers with the highest consultation was organized to present the future Transvilles account trains, light rail and buses, but level of service quality. Onboard information in vehicles system. Residents can have their say when bus routes also walking, cycling or driving to mass contributes to this, whether by off ering passengers are being restructured or new services introduced, transit park-and-ride facilities. Available visual or audible information, helping the driver adopt thus enabling Veolia Transport to make adjustments to in three languages and with capabilities an eco-driving approach, or by improving fl ow control ensure the system meets users’ needs as closely as possible. for the visually impaired, it will be and assisting operations. In Hong Kong, China, the tramway dates from 1904 and connected to the Bade-Wurtemberg However, the focus on service quality does not stop at is an iconic institution of the city. As soon as Veolia Transport information system in Germany and to the journey’s end. Complete diagnostics make sure that took over its operation, we asked the general public what the European Spirit system to incorporate all passenger satisfaction drivers are taken into account. they wanted from the system and how they envisioned Several surveys have made it possible to check the services in the future. air travel. All this information will be the improvement in quality of service. In Auckland, accessible via mobile phone starting New Zealand, the customer satisfaction rate rose in January 2010. Connected to a GPS from 82% to 86% in the space of two years. In , Spain, mobile, it will also locate the passenger more than one person in two said that the city’s bus service and suggest an appropriate itinerary had improved. Interconnex, in Germany, has seen ridership in real time increase 54% since 2007 and now boasts a customer satisfaction rate of 63% (May 2009). For MBCR in Boston, United States, the customer satisfaction rate was assessed in the fall and remained at 86.8%. These in-depth surveys cover 20 fi elds from pre-journey (information access and

48 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 48 30/04/10 17:53:52 Seoul: Aiming for excellence To prepare for the operation of Line 9 of the Seoul metro, Veolia Transport worked well ahead of time to create a strong customer service culture. The “Metro Frontier” project aims to push back the boundaries of Line 9 in terms of customer experience, innovation and professionalism. All 580 employees are involved. The “Going for Green” course, the creation of a customer service center, and a customer satisfaction survey made three months after the launch date provided tangible evidence, both internally and externally, of SL9’s goal to deliver a truly positive travel experience. And the results: six months after its launch, the line is enjoying huge success. With an average of 257,000 riders a day, Veolia Transport is now working on improving service in peak hours. With 25 stations along its 25.5 km route, it is the fi rst metro line in South Korea to be contracted to a private operator, and also the fi rst to combine local and express services. By 2013, it is expected to be transporting 760,000 passengers a day.

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VEOL1004232 TRANSPORT RA2009_GB.indd 49 30/04/10 17:53:53 A shared Vision

Launched in 2009, the “Vision Express” competition was an opportunity to reward personnel who, through their daily work, communicate the Veolia Transport Vision by word and deed. The eight winners were all invited to visit the standard-setting transit Egil Ødegård (Norway), systems. Here they recount their Traffi c Secretary Anna Wojtasiewicz (Poland), “What will remain with Eva Tiséus (Sweden), experience and the company’s Communications me from my visit is the fact Marketing Manager & Marketing Manager ability to encourage innovation that, despite me working in “We got inspiration from “I was proud to be welcomed by and share best practices. Norway and them in France, the Golden Touch and Veolia Transport, which was voted we are all trying to fulfi ll SuperShuttle models on « Company of the Year. » Here in Jersey, our Vision.” how to create synergies we play a valuable role in the local between diff erent operations community, and are really more than servicing airports in order just a bus operator.” to maximize vehicle use.”

50 Veolia Transport 2009

VEOL1004232 TRANSPORT RA2009_GB.indd 50 30/04/10 17:53:53 Worldwide, for all our transportation systems, we want to set the standard for managing safe and sustainable mobility solutions.

Randy Jensen (USA), Marie-Louise Mahé (France), General Manager, Dervla Brophy (Ireland), Mobility Center Manager Antony Yi Anquiang (China), Denver Yellow Cab Ina Barss (Germany), Communications Manager “Everyone in the Dublin LUAS General Manager, “The PZN (Regiotaxi) Call Center has Call Center Agent “The Nice operations truly set operation has the same objective: Zhongbei much to be proud of. I appreciated “Running a Call Center is the standard for innovative passenger satisfaction. I was struck “My trip to Australia was a once- discovering its people-oriented defi nitely a daily challenge. mobility solutions, from tram to by the fact that, one year after in-a-lifetime opportunity to gain environment, cutting-edge I was impressed and inspired bus, to bike, with transportation- operational staff underwent operational competencies that technology, and clean, ergonomic by the commitment of on-demand, and Park & Ride the famous Going for Green training, I can apply upon my return to workstations to achieve high levels the SNCM Agents.” services.” customer complaints were down Huainan.” of teamwork.” by 40%.”

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VEOL1004232 TRANSPORT RA2009_GB.indd 51 30/04/10 17:53:54 To respect the environment, this document was printed by a printer holding This document was prepared by the publications unit of the Veolia Environnement Communications Department. the “Imprim’Vert®” label using plant-based inks on FSC™ certifi ed X-PER paper that holds elemental-chlorine free (ECF), pH neutral, and heavy metal absence Photo credits: M. Dominik/Corbis – Richard Wareham Fotografi e/Alamy/Hemis – OEM Images – Design Pics – Photodisc. guarantees, and is made of fi bers sourced from well-managed forests. Veolia photo library: Gael Arnaud; Olivier Culmann/Tendance Floue; Christophe Majani D'Inguimbert; Anna-Feliza Sy/Veolia Transportation; Jean-Marie Ramès; Øystein Ramstad/Veolia Transport Norge; Didier Robcis/Interlinks Image; Bruno Stevens/ Interlinks Image; Veolia Transport Auckland – Stuart Morley Infographics: Idé Illustrations: Charlotte Leguay Editing and coordination: Christian Dexemple – Fanny Paturet Text: Pierre-Guillaume Vuillecard; English text: ALTO International Design, artwork and production:

VEOL1004232 TRANSPORT RA2009_GB.indd 52 30/04/10 17:53:55 Veolia Transport 36-38, avenue Kléber 75116 Paris Tel.: +33 (0)1 71 75 00 00

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