1. Enhancing the passenger experience
With the boom in smartphone use, digital technology has become an essential ally in our daily lives, especially when we travel: 65% of passengers use a smartphone during their journey. With this in mind, Keolis has made the relationship between mobile and mobility a major focus of its customer experience policy. In line with its 'Thinking like a passenger' philosophy, the Group strives to address the major changes in digital technology expected by customers. Keolis develops innovative digital solutions to provide passengers with a simpler, more fluid forms of transport, tailored to their needs.
The smartphone: a constant travelling companion
of smartphone owners use their phone during their daily journeys
listen to music
connect to social media
manage their journey
PlanBookTicket: a 100% digital customer experience
Keolis has developed a multi-device services and solutions offer (running on smartphones, websites and tablets) that addresses the three critical points of a passenger’s daily journey in one single application: itinerary planning (Plan); purchasing a ticket (Book) and validating it (Ticket). For the first time in France, these three features are accessible in just a few steps on all smartphones.
Plan: Mobility Companion
This application helps passengers plan and optimise their journey according to their profile and personal criteria:
- itinerary search function, incorporating all transport modes (bus, tram, metro, cycling, walking)
- real-time schedules and service updates
- notifications in the event of service disruption, and suggestions for alternative routes.
- Book: online purchasing
Passengers can purchase tickets via web and mobile for all transport modes. A full range of fares is available (travel passes, single tickets, books of tickets...), and payment can be made in just a few simple clicks.
PlanBookTicket is a 100% digital customer experience, from start to finish. Thanks to a remote ticket management solution for smartphones, passengers no longer need to go to a ticket retailer, station counter or machine in order to buy their ticket.
To cater for the usage habits of all its passengers, Keolis combines NFC and 2D barcodes (the two major technologies in the French market), in a single application compatible with all smartphones.
2. Optimising network performance
Digital technologies represent an important opportunity to strengthen the economic and operational performance of industrial and service activities, and public transport is no exception. Keolis exploits digital’s full potential to optimise network operations, reduce fare evasion, and increase efficiency. Smartphones for drivers and controllers, tablets for maintenance or quality control employees, and powerful data collection and analysis systems for each network are just some of the initiatives implemented by the Group.
Boston: a digital network
Digital is at the heart of KCS’ (Keolis Commuter Services) operation of Boston’s suburban rail network. In addition to a Twitter account delivering real-time information (13,700 followers), a mobile application available in 8 languages (61,000 downloads), and a Facebook page (5,000 followers), the entire operations staff benefit from applications to manage daily activities. In early 2016, four hundred drivers were equipped with iPhones featuring a special app, enabling them to provide passengers with real-time information and keep in constant contact with their managers.
3. Supporting the transformation of cities and regions
Keolis believes that innovation should help enhance a city’s attractiveness and contribute to ‘Smart City’ policies (‘intelligent’, connected cities). The Group supports elected representatives in their drive to use digital technologies to make cities better places to live, enhancing inhabitants’ comfort and fostering economic development.
Keolis simplifies citizens’ daily lives by devising and deploying new services and mobility solutions to meet passengers’ ever-growing demands for ultra-personalised solutions
Public Transport represents a city’s primary data source in terms of volume, and the Group uses tools such as Open Data Access to help municipalities exploit and share data from their public transport networks. This approach helps foster innovation and the development of the local digital economy. This is complemented by Keolis' collaboration and partnerships with start-upd based in cities where it operates the transport network.