Operating and maintaining the sixth largest commuter rail network in the US is not an easy task. Despite numerous challenges and a difficult start, Keolis has managed to deliver lasting and tangible benefits to rail users and has gained renewed confidence from the Massachusetts Bay Transportation Authority (MBTA).
A difficult start
When Keolis Commuter Services won the eight-year contract to manage, operate and maintain MBTA commuter rail services in the Greater Boston region, it was clear that the road to recovery was going to be tough, with much of the rolling stock in need of replacement or overhaul and on-going declining ridership. What Keolis had not planned on was what would become Boston's harshest winter ever in the US, with record-breaking snowfall in a very short period, paralysing the whole region. The subway and commuter rail suffered massively, and it became obvious that the current commuter rail equipment and infrastructure could benefit from a capital program to enhance the resiliency of the network. This spurred the MBTA and Governor Baker's Administration to commit more than US$100 million toward making the transit system more resilient in severe weather. And this was the start of the network's recovery.
Upgrading equipment reliability
Essential to prioritizing safety and reliability, Keolis knew that asset management would be a key factor. Over the years, Keolis increased the daily number of available locomotives (from over 60 to around 75) and coaches. By 2020, Keolis was operating 10,000 more train trips per year compared to 2014. It also invested in snow-fighting equipment to improve the network's winter resiliency. Increasing the number of trains added service options for passengers while improved on-time performance and equipment reliability contributed to a 20% increase in ridership between 2012 to 2018.
"Demonstrating to passengers, employers, and the broader ecosystem that commuter rail is a safe, reliable, and convenient option to get around our service area remains our critical mission as we emerge from the pandemic,”
David Mitrou, General Counsel and Vice President of Client and Commercial Affairs at Keolis Commuter Services
Offering improved passenger services
As part of its strategy to boost ridership, Keolis modernised the ticketing process and introduced innovative products, such as onboard ticket payment with credit and debit cards and a US$10 week-end ticket to encourage people to travel on weekends. "Rail service is not just for commuters, it is for everyone and every use", says David Mitrou, General Counsel and Vice President of Client and Commercial Affairs at Keolis Commuter Services. "With our US$10 ticket, people can take unlimited trips across the network all day long on weekends. We have already sold more than one million tickets since 2018 and the weekend ticket is now one of our more popular products among leisure travelers.”
360° Improvement strategy
Since the start of the contract, improvement measures have been deployed across the business, such as but not limited to:
safety reinforcement, with anti-collision technology and new weather safety monitor tool,
enhanced channels, timeliness and content of passenger information,
new digitalised processes,
implemented quality standards,
employee commitment initiatives…
Partnering with the community was also on Keolis' agenda, with scholarship programmes and partnerships with various non-profit organisations. And the bond with the community strengthened during the pandemic, when Keolis ran so-called "Vaccine Express" trains to distribute vaccines to around 22 communities.
From a successful delivery to new opportunities
Since 2018, all the indicators are on the rise, marking the culmination of years of hard work and an on-going commitment to further modernise and improve the network in partnership with the MBTA. This led to a new contract for the delivery of Phase 2 and Phase 3 of the Franklin double-track project in 2019 (a critical capital improvement for the benefit of passengers), and in 2020 to a four-year extension of our base contract, continuing our partnership with MBTA to at least 2026. "We truly value our collaboration with MBTA and have accomplished a lot together", says David Mitrou. "We still have much more to do as the contract extension includes incentives to further improve service and performance. Our many successes give us confidence that we can meet the challenges ahead and continue to deliver an excellent service for current and future riders".
The 2015-2020 transformation in key figures
61 to 74 week-day locomotive availability
+25% revenue
84% to 93% on-time performance
Cancellations and terminations down from 1,613 to 388
More information:Extending the network to new areas
The MBTA commuter rail service is gradually expanding to provide service in areas that historically did not have access to fast and reliable public transit. This will also significantly reduce vehicle emissions on the road.
