2012 Management Summary Contents What is TMB? 6 TMB’s Strategic Lines 9 TMB administration and TMB administration and management bodies 13 management bodies Board of Directors of TB and FMB 14 Executive Vice Chairman of TMB 15 Highlights of the year Start of the first phase of the new bus network 17 Reorganisation of bus services on Montjuïc 19 New vehicles 20 Prototype electric-compressed natural gas hybrid bus 21 New hi-tech, free-standing solar bus stop panel 22 Completion of refurbishment work on Glòries, Bellvitge, 23 Artigues/Sant Adrià and Sant Ildefons stations. Joint tendering for power supplies in 2013 by the Barcelona and Bilbao metros and the Murcia 24 tram network Launch of the first Pickbe online shops in the Barcelona metro 25 ONCE and TMB design a metro map in relief with a legend in Braille 26 Cooperation agreement between the Barcelona and Santiago de Chile metros 27 Extending mobile phone coverage in the metro network 27 Signing of the 2011-2012 Programme Contract 28 Awards received by TMB in 2012 29 Debt assumed on request of ATM 31 Sustainable transport: at the heart TMB passenger numbers 33 of the organisation TMB services 35 TMB in figures Bus service 36 Metro 49 Projectes i Serveis de Mobilitat, SA 59 A quality public transport Bus 63 network New developments and improvements 64 Key technological and organisational projects 67 Metro 79 Developments and improvements 80 Station cleaning and maintenance 91 Renovating and improving the network: remodelling facilities 93 Workshops 94 Work in buildings 95 Railway remote control systems 95 Civil Defence 96 Ventilation, heating and air-conditioning 96 High voltage and traction 97 New stations and secondary lobbies 98 Measures to improve accessibility 99 Railway safety measures 100 Kilometre markers on Section IV of L9 101 Opening and refurbishment of commercial areas 101 Energy saving initiatives 102 Track quality indicators 102 L11: moving towards full automation 103 Line L9/10 104 Operational reliability 105 Energy consumption 106 Protecting the environment Managing quality and the environment 108 Quality in TB 109 Quality in FMB 110 Environmental sustainability in TB 111 Environmental sustainability in FMB 112 Environmental sustainability in TMB 114 Communication with users Communication with users, employees and the public 117 Our people Human resources in TB 142 Corporate human resources in TB 148 Human resources in FMB 159 Corporate human resources in FMB 161 Human resources in Telefèric de Montjuïc 171 TMB workforce 172 TMB Foundation 174 Commitment to innovation Development of new business, research and development, 181 and external consultancy Outlook for 2013 192 Participation in other companies 194 Financial measures Investment in TB 197 Investment in FMB 202 Consolidated income statement of the TMB Group 208 Investment in Telefèric 211 1 What is TMB? 2012 Management What is TMB? 6 Summary Transports Metropolitans de Barcelona (TMB) is the collective name of the companies Ferrocarril Metropolità de Barcelona, SA, Transports de Barcelona, SA, and Projectes i Serveis de Mobilitat, SA. These companies are owned by the Àrea Metropolitana de Barcelona (AMB). As Barcelona’s main public transport operator, TMB’s mission is to provide the public with transport options in the city of Barcelona and ten municipalities within its metropolitan area. TMB operates two scheduled transport networks – the bus network and the metro network – in addition to a variety of leisure transport services: Barcelona Bus Turístic (a sightseeing bus for tourists), Tramvia Blau (Blue Tram, a heritage tram service) and Telefèric de Montjuïc (a cable car service). Transports de Barcelona, SA (TB) manages the surface network and Ferrocarril Metropolità de Barcelona, SA (FMB) is responsible for the underground network (the metro). Projectes i Serveis de Mobilitat, SA is the company that manages the Montjuïc cable car. The Transports Metropolitans de Barcelona Group comprises: — The parent company, Ferrocarril Metropolità de Barcelona, SA, which prepares the consolidated financial statements. Fully consolidated group companies: — Transports de Barcelona, SA — Projectes i Serveis de Mobilitat, SA (formerly Telefèric de Montjuïc, SA) — Transports Metropolitans de Barcelona, SL. This company was inactive in 2012. — Companies consolidated using the equity method: Transports Ciutat Comtal, SA. 2012 Management What is TMB? 7 Summary Ferrocarril Metropolità de Barcelona, SA. This Management Report of the Consolidated Transports Metropolitans This company provides passenger transport de Barcelona Group includes the Group's Income Statement and services in coordination with Transports de Statement of Financial Position as at 31 December 2012, together with Barcelona, SA, under the collective name the main operating figures of the companies Ferrocarril Metropolità de of Transports Metropolitans de Barcelona Barcelona, SA and Transports de Barcelona, SA. More detailed figures (TMB). The former company operates the can be obtained from the 2012 Management Reports of these two underground network and the latter operates companies. There is also a specific chapter on the company Projectes i surface transport, with common management Serveis de Mobilitat, SA, which manages the Montjuïc cable car. of the business. The companies Projectes i Serveis de To award bus service Mobilitat, SA and Transports Metropolitans Planning public Other concessions. de Barcelona, SL also form part of the TMB passenger transport in Indirect management Group. The consolidated financial statements the 36 municipalities. Direct are prepared by Ferrocarril Metropolità de management Barcelona, SA, for the following reasons: Functions Transports de Barcelona, SA The Group's transport strategy is developed of the around this company. AMB Ferrocarril Metropolità de Barcelona, SA The activities of Transports de Barcelona, SA are complementary to those of Ferrocarril Direct To intervene management Metropolità de Barcelona, SA. administratively in the To provide a metro service in taxi service. Ferrocarril Metropolità de Barcelona, SA Barcelona and seven other therefore leads the Group's transport policy. municipalities.* This company is also the larger in terms of passenger numbers, turnover and asset * Badalona, Cornellà de Llobregat, Esplugues de Llobregat, L’Hospitalet de Llobregat, Sant Adrià values. de Besòs, Santa Coloma de Gramanet and Montcada i Reixac. TMB’s Strategic 2Lines 2012 Management TMB’s Strategic Lines 9 Summary As the operator of Barcelona's bus and metro networks, the mission The efficient use of technology over recent years has allowed us to of Transports Metropolitans de Barcelona (TMB) is to provide a quality make great leaps forward in terms of improving service and efficiency. public transport network which also contributes to the sustainable This will continue to be important in the future. To ensure the success development of the metropolitan area. TMB also aims to be one of this strategic vision, we implemented the Balanced Scorecard of Europe's leading public transport companies, emphasising its management model, a strategic management system which allows international profile and competitiveness. an overview of the entire business. This system measures business performance from 4 key perspectives: 1) user/public satisfaction, 2) Given the continued volatility of the economy, it is still not possible to process performance and innovation, 3) human resource development build real operational growth into the strategic parameters used to set and growth, and 4) financial results. next year's targets. The general economic crisis has had a significant effect for TMB, as government bodies are unable to increase their contributions in line with the needs of the system. TMB, therefore, had to adopt measures to contain and internalise costs to ensure the ongoing viability of quality of the public transport system. In 2013, TMB will continue to apply a spending rationalisation plan covering two areas: 1) rationalisation of the Metro and Bus service; 2) measures affecting contracted services and sundry expenses. 2012 Management TMB’s Strategic Lines 10 Summary 1) Users/public 3) People Although it has been necessary to cut Metro Without people excellence cannot be achieved in other areas. Our services across the timetable, ensuring staff strategy includes ensuring good industrial relations based user satisfaction remains our key strategic on dialogue and competitiveness and encouraging personal and target. Work continues on restructuring the professional development. This requires a gradual shift in the culture bus network, with new routes and high- of the company, focusing on communication as the key to involving performance services designed to match staff (sharing important information with all levels of the organisation), supply and demand. in order to improve productivity while meeting the challenges of containing staff numbers and salaries and efficiently managing 2) Processes personnel. Processes are key to obtaining the desired 4) Financial outcomes. TMB will focus this year, therefore, on rationalisation, sustainability, efficiency and Our ultimate goal of improving user satisfaction cannot be achieved quality. without meeting strategic financial targets. Economic and financial austerity will continue to be key factors in 2013. 2012 Management TMB’s Strategic Lines 11 Summary Outlook for 2013 At present the final amount to be contributed to TMB by ATM has not been approved by the Board of Directors