2016 ANNUAL REPORT ANNUAL 2016 KEOLIS GROUP PIONEERING 2 0 1 6 ANNUAL SHARED MOBILITY REPORT Cover image of a G:link tram in Gold Coast, Australia. Keolis was recently awarded the operating contract for a new network extension to be launched in 2018. FOR KEOLIS, BEING A PIONEER IN SHARED MOBILITY MEANS... • Considering all passengers as individuals so that every one of their journeys is a unique and enjoyable experience, in line with their needs and expectations. • Collaborating with each public transport authority and local stakeholders to develop tailored solutions which help to strengthen the attractiveness and vitality of their community over the long term. • Connecting our longstanding expertise as an operator of all forms of collective transport, to new forms of mobility, including light modes, in order to create seamless and attractive multimodal networks. 1983 2016 The world’s first The world’s first driverless driverless automated metro automated shuttle for public transport (Lille) (Lyon) The world’s first multimodal contract 2017 in Australia to be awarded to a private operator (Newcastle) .3 KEOLIS GROUP 2016 ANNUAL REPORT RENNES, FRANCE Keolis Rennes — Metros, buses, park & ride, car-sharing, transport for passengers with reduced mobility, bike-share schemes... the STAR multimodal transport network enables the 445,000 inhabitants of the Rennes region to travel seamlessly according to their needs. 4. HERE & THERE .5 KEOLIS GROUP 2016 ANNUAL REPORT 6. HERE & THERE SWEDEN Keolis Sverige — All Keolis buses in Sweden run on alternative forms of energy, illustrating the Group’s approach to sustainable energy. .7 KEOLIS GROUP 2016 ANNUAL REPORT 8. HERE & THERE UNITED STATES Keolis North America — Whether it’s apps designed for customer service employees, technology for improving maintenance efficiency or developing new forms of mobility, Keolis North America is continually innovating to make daily transport more attractive. .9 10. CONTENTS 1 2 3 ACCELERATING CONNECTING LOOKING OUR PROGRESS OUR EXPERTISE FURTHER TOGETHER 14. Key features 40. Enriching the customer experience 60. KeoLife, our continuous improvement approach 16. Our global presence 46. Optimising performance 62. Customer experience 18. Highlights of 2016 52. Accelerating innovation 64. Safety 22. Key stats 66. Partnering with PTAs 26. Interview with Jean-Pierre Farandou 68. Employee engagement 30. Governance 70. Corporate social responsibility 36. Our commitments 72. Operational excellence 74. Economic performance 76. Our references .11 KEOLIS GROUP 2016 ANNUAL REPORT ACCELERATING OUR PROGRESS We are all committed to one key objective: consolidating our position as a world leader in everyday mobility by responding to new market challenges. 12. Gold Coast, AUSTRALIA — .13 KEOLIS GROUP 2016 ANNUAL REPORT KEY FEATURES Our Values Our Mission Three principles that drive the everyday activities of each employee. DAY AFTER DAY WE INVIGORATE WE IMAGINE COMMUNITIES We develop tailored mobility solutions. We innovate continuously to BY BEING ATTENTIVE TO create attractive transport services that put passengers’ comfort and well-being first. LOCAL MOBILITY NEEDS. WE CARE WE ENCOURAGE THE USE We place the passenger at the heart of all our actions. We develop OF PUBLIC TRANSPORT strong relationships with public transport authorities based on active listening and transparency. Respect for each of our 58,300 employees AND CREATE MORE is the foundation of our human resources policy. LIVEABLE CITIES WE COMMIT BY IMPROVING THE We respect our commitments to public transport authorities for safety, INDIVIDUAL PASSENGER quality, reliability and operational performance. We are socially responsible in all cities and regions and contribute to sustainable mobility. EXPERIENCE. Our DNA We work with cities and communities to adapt our mobility solutions so they better address local challenges and the changing lifestyles of their citizens. Customer Experience Industrial Performance Innovation As part of our ‘Thinking like Operations, maintenance and In an ever-changing world, we are a passenger’ philosophy and safety: our primary driver is our constantly innovating to develop the subsequent action plan industry expertise across all transport solutions which meet implemented in 2016, we are transport modes, from complex the future needs of cities, towns reinforcing our commitment to systems such as automated metros and passengers, and make putting the passenger experience and trains to innovations such as shared mobility options at the heart of what we do. autonomous electric shuttles. increasingly attractive. We provide all passengers with mobility solutions that are simple, seamless and enjoyable. 14. ACCELERATING OUR PROGRESS _ A global player in INTEGRATED mobility SOLUTIONS _ Buses and coaches Driverless N°1 for urban networks in France automated metros 23,500 Pioneer and world leader vehicles worldwide 137km 100% of track fossil free in Sweden Trams Trains World leader 15 networks worldwide 797km 6,000km of track of track On-demand Bicycles New mobility transport N°2 solutions for bike-share schemes N°1 in France N°1 for transport for urban cable cars in France for passengers with reduced 17,340 mobility in France bicycles A leader (short and long-term rental, in private driver services electrically assisted) in Paris with LeCab .15 GROUPE KEOLIS RAPPORT D'ACTIVITÉ 2016 Dunkerque LILLE Lens Douai Valenciennes ARRAS MAUBEUGE AMIENS Péronne OUR CHERBOURG FÉCAMP CHAUNY Charleville-Mézières HONFLEUR Thionville Rouen BAYEUX SOISSONS ELBEUF METZ CAEN CREIL Reims CHANTILLY Bezanne LISIEUX CHÂTEAU- THIERRY CHÂLONS-EN- POMPEY SARREBOURG GLOBAL PRESENCE MORLAIX ST-MALO CHAMPAGNE DREUX Paris TOUL NANCY SUB BREST Île-de-France STRASBOURG Chartres OBERNAI QUIMPER RENNES Troyes CHAUMONT ÉPINAL LE MANS COLMAR VITRÉ LAVAL MONTARGIS LORIENT ORLÉANS Vannes Belfort Vendôme VESOUL Saint-Pierre BLOIS ANGERS -des-Corps MONTBÉLIARD North America DIJON Nantes TOURS Besançon BEAUNE CHÂTELLERAULT NEVERS PONTARLIER CHÂTEAUROUX LONS-LE-SAULNIER Poitiers Bourg-en-Bresse MONTLUÇON Mâcon Niort OYONNAX La Rochelle VICHY Bellegarde-sur-Valserine RIOM Limoges MIRIBEL Arc 1950 SAINTES Clermont- LYON Angoulême Ferrand PORTE DE L’ISÈRE St-Étienne Vienne Brive Grenoble BORDEAUX Valence Cahors MARMANDE NYONS AGEN MILLAU ALÈS Nice NÎMES Avignon Antibes Dax AIX-EN-PROVENCE Montpellier Africa, Asia & Middle East Biarritz AUCH Toulouse Cannes Carcassonne BAYONNE Martigues Vitrolles PAU Béziers TARBES Cassis NARBONNE Marseille Perpignan � AUSTRALIA NORTH AMERICA Australia Canada Bus / shuttle / interurban Bus / shuttle / and school coaches interurban and school coaches · Adelaide · Montreal · Brisbane · Repentigny · Newcastle · Rimouski · Perth · Terrebonne Tram Planned tram · Gold Coast · Waterloo · Melbourne Planned tram · Newcastle United States Ferry Bus / shuttle / · Newcastle interurban and school coaches · Burbank AFRICA, ASIA · Fort Lauderdale & MIDDLE EAST · Fresno China · Lancaster Metro � Offices · Las Vegas Planned metro Planned metro � Cities · Martinez · Shanghai · Monrovia/Covina Tram Urban network � · Pompano Planned tram Interurban networks · Van Nuys United Arab Emirates Bus Rapid Transit (BRT) Cities � Offices Train Bus / shuttle / interurban Management of over 300 spaces · Abu Dhabi · Boston and school coaches In Greater Paris, 11 transport · Washington DC Taxi hubs and 38,000 parking Taxi Train spaces are managed by India · Anaheim Planned train the Group Metro Paratransit (PRM) Paratransit (PRM) · Hyderabad · Los Angeles Ferry ACCÉLÉRER NOTRE PROGRESSION Dunkerque LILLE France Lens Douai Valenciennes ARRAS MAUBEUGE AMIENS Péronne CHERBOURG FÉCAMP CHAUNY Charleville-Mézières HONFLEUR Thionville Rouen BAYEUX SOISSONS ELBEUF METZ CAEN CREIL Reims CHANTILLY Bezanne LISIEUX CHÂTEAU- Luxembourg THIERRY CHÂLONS-EN- POMPEY SARREBOURG MORLAIX ST-MALO CHAMPAGNE DREUX Paris TOUL NANCY SUB Bus / shuttle / BREST Île-de-France STRASBOURG interurban Chartres OBERNAI and school coaches QUIMPER RENNES Troyes CHAUMONT ÉPINAL · Luxembourg LE MANS COLMAR VITRÉ LAVAL MONTARGIS LORIENT ORLÉANS Vannes Belfort Vendôme VESOUL Saint-Pierre BLOIS Norway ANGERS -des-Corps MONTBÉLIARD Tram Nantes DIJON Besançon TOURS · Bergen BEAUNE CHÂTELLERAULT NEVERS PONTARLIER CHÂTEAUROUX LONS-LE-SAULNIER Poitiers The Netherlands Bourg-en-Bresse MONTLUÇON Mâcon Niort OYONNAX Bus / shuttle / La Rochelle VICHY interurban Bellegarde-sur-Valserine and school coaches RIOM Limoges MIRIBEL Arc 1950 · Amersfoort SAINTES Clermont- LYON Angoulême Ferrand PORTE DE L’ISÈRE · Apeldoorn St-Étienne Vienne · Deventer Brive Grenoble · Enschede · Zutphen BORDEAUX Valence Cahors · Zwolle MARMANDE Train · Oldenzaal NYONS AGEN MILLAU · Zutphen-Hengelo ALÈS Nice NÎMES Avignon Planned train Antibes Dax AIX-EN-PROVENCE · Zwolle-Enschede Montpellier Biarritz AUCH Toulouse Cannes Carcassonne · Zwolle-Kampen BAYONNE Martigues Vitrolles PAU Béziers TARBES Cassis NARBONNE Marseille Portugal Tram Perpignan · Porto CONTINENTAL Sweden EUROPE Bus / shuttle / interurban Germany and school coaches Train · Dalarna Europe · Aachen · Finspång · Bielefeld · Gothenburg · Dortmund · Jönköping · Düsseldorf · Karlstad · Essen · Örebro · Cologne · Stockholm · Münster Paratransit (PRM) · Neinburg · Jönköping · Osnabrûck · Norrköping · Strängnäs · Värmland Belgium Bus / shuttle / interurban UNITED KINGDOM and school coaches Train · Brussels · Ashford · Wallonia · Birmingham · Vlaanderen · Brighton Taxi · Cambridge · Liège · Canterbury · Dover Denmark · Eastbourne · Gatwick Bus