For Keolis, every local community is unique thanks to its geography, demographics, sociology and economy. The same applies to citizens, whose expectations vary not only according to their profile, but also according to the time of day, the week or the year. Keolis works closely with the public transport authorities to meet these expectations in the best possible way, providing an appealing offer for all and, in doing so, encouraging the modal shift.
Satisfying our passengers in all their diversity
To meet the needs of passengers all over the world, regardless of their profile, Keolis has developed a unique network design method: Neolis. This method is based on listening to different stakeholders, analysing mobility needs and deciphering lifestyle changes in local communities.
Listening and analysing for more effective organisation
Our Neolis method helps us gain an in-depth understanding of each local community's specific characteristics, either on a one-off basis or over time.
The method is based on listening to the population and local communities, through marketing and sociological surveys. We complement this with numerous analysis tools developed by the Keolis Group (ticketing data studies, GPS tracks left by the smartphones of local inhabitants, etc.) as well as the study of socio-economic data issued by independent public bodies.
The basic principls of Neolis
• Clarity and simplicity
• The permanent appeal of the offer, throughout the day and the year
• A service based on prioritisation and efficiency
• Intermodality and complementarity between transport modes, in particular soft modes
A proven method
After winning the contract to operate the buses of Stockholm, Sweden, in 2003 (350 buses fuelled by biogas, bio-diesel and electricity, 40 lines, 80 million passengers per year), Keolis optimised the entire network using the Neolis approach. This resulted in significantly lower costs thanks to the reduction in bus numbers and distance travelled, a 7% increase in passenger numbers during the first 12 months and more recently the renewed confidence of the public transport authority in 2020.
Delivering quality of service across the world
While each network is unique, Keolis strives to achieve an unparalleled quality of service. In addition to compliance with standards such as ISO 45 001 on occupational health or ISO 39 001 on road traffic safety, we have developed tools and programmes that are shared across our subsidiaries to ensure the highest standards of service all over the world.
"Thinking like a Passenger" to personalise the customer experience
This approach aims to provide passengers with a more enjoyable, caring and personalised mobility experience.
In Lyon, this approach led to the "exploratory walks", led by small groups of women to carry out a first-hand diagnosis in areas where there is a risk or a sense of insecurity. Steps are then taken to find solutions to the problems they have identified including reorganising the urban space, on-demand drop-offs after 10pm, making drivers aware or human presence on the network.
Keolis Signature Service: mobility with a human touch
Keolis Signature Service(KSS) was initiated by our subsidiaries and aims to enhance our hospitality and improving passenger information. Following workshops where passengers and Keolis employees discuss their travel experiences and identify areas for improvement, employees then undergo training to help them perfect their interactions in terms of hospitality, service and support.
Partly thanks to the success of the KSS programme, our Docklands Light Railway network in London received a four-year contract renewal in 2020 and was declared "Public Transport Operator of the Year" at the 2020 National Rail Awards.
Three centres of excellence dedicated to innovation
To help its subsidiaries achieve their most ambitious projects, while benefiting from decades of expertise developed by the Keolis Group, we have created three centres of excellence: one dedicated to metro and tram systems, another to buses and new energies and a third dedicated to rail and intelligent transport systems. Based in Lyon, our experts actively provide support to subsidiaries worldwide by providing technical intelligence, sharing their best practices and promoting innovation.