Keolis unveils its new objectives for  Lille’s transport network

04-06-2018 On 15 December 2017, Lille’s transport authority, Métropole Européenne de Lille (MEL), renewed its contract with Keolis for the operation of the Transpole network in Lille, France. The new contract which started on 1 April 2018 will generate cumulative revenue of 2 billion euros. This makes it the largest public service delegation contract in France. It also constitutes the largest budget for MEL which has the largest rural community in France. In order to meet the expectations of MEL and the needs of passengers, Keolis has proposed a new mobility solutions strategy for this region comprised of 90 communes and 1.2 million residents, in addition to visitors to the area. The release below provides a closer look at the objectives and major projects over the next seven years.

Increase network patronage by 18%

Keolis has set itself an ambitious target of 223.7 million passenger journeys by the end of the new contract in 2024. To achieve this, it will be redesigning the network to introduce a new service offer that is more efficient and attractive to residents. Greater attention will also be paid to ensuring all parts of the region are fairly serviced. 

Starting in 2019, the seven TER suburban trains running across the region of Lille will be accessible to Transpole ticket holders, and the number of high frequency bus services will be doubled to create a network built around 23 main bus lines, and supported by a number of complementary suburban and city lines. New services including transport on-demand and car sharing services will also be introduced.

In order to support passengers throughout their journey and generate customer loyalty, Transpole will continue its efforts to digitalise its tools and services. At the heart of this strategy is the enhancement of real-time passenger information by allowing people to give feedback and facilitate ticket purchase. From 2019, passengers will be able to buy their transport tickets on their smartphone and use the latter as their transport pass, instead of the existing Pass Pass transport card.

Improving customer service and reducing fare evasion

Keolis’ first objective is to reduce fare evasion to 5% by 2024. This ambitious target will be supported by the installation of ticketing barriers in metro stations and the development of new strategies for reducing fare evasion. 
At the same time, in order to reduce passenger’s safety concerns, Transpole will be introducing a number of new measures to enhance customer service and make the network safer. This includes the addition of new roles to complement daily presence of ticket inspectors and customer service officers. 

Since 1 April, 120 Passenger Safety Officers have been added to the Transpole network. These officers will have ongoing contact with the network control centre’s 24hr help desk, and their role will be to reassure passengers, anticipate potential conflicts and ensure the general safety of the network.

A team of ‘Welcomers’ has also been introduced since the start of April, whose role will be to improve the passenger experience. Each day, this new team will be on the ground from the first service (5.30am) to the last (1.30am), welcoming passengers, providing them with information and guiding them throughout their journey. They will be present on the bus, metro and tram network, and also in intermodal hubs.

150 investment projects to highlight Lille’s heritage

In order to guarantee the smooth operation and performance of the Transpole network, but also to manage maintenance costs, Keolis knows it needs to keep investing. MEL has entrusted Keolis with a major investment plan to renovate and renew the ageing assets and to introduce new equipment and services. This includes more ticket inspections, the installation of ticket recharge machines, as well as WiFi in stations and on board high frequency bus lines.