Keolis & Netexplo's Digital Mobility Observatory

A global vision for mobility in the digital age
In partnership with Netexplo, Keolis has announced the results of the first international digital mobility observatory. Covering 13 smart cities across five continents, it has helped to understand the impact of digital technology on the use of public transport. This research illustrates Keolis’ proximity with cities, its commitment to enhance the passenger experience, and to create the smart transport networks of tomorrow.

A focus on digital mobility in 13 major cities

To get a snapshot of passenger expectations for digital technology, 13 major cities in developing and developed countries, were targeted as part of the Keolis Netexplo observatory: 
Abidjan, Boston, Dubai, Hong Kong, Hyderabad, London, Lyon, Melbourne, Montreal, Sao Paulo, Shangai, Stockholm and Tokyo. 
The study identified 400 digital solutions, from the most mainstream and established through to the most innovative and disruptive.

Keolis’ first study on digital mobility at an international level 

Keolis and Netexplo have unveiled the results of a global study to understand the impact of digitalisation on mobility trends and create smarter transport networks. The world’s first international digital mobility observatory targeted 13 smart cities across five continents, and has helped define three common expectations and 10 fundamentals for the passenger experience of tomorrow.

Etched in Keolis’ DNA is a desire to understand the specific mobility requirements of each city, especially in the context of digital transformation. In keeping with its Keoscopie approach, Keolis created the first digital mobility observatory in France in 2015 in partnership with Netexplo, to better understand the impact of digitalisation on French mobility needs and practices. This is the first time Keolis has deployed its observatory at an international level.

The results of this study come at a time when the public transport industry is being transformed by digital innovations and is becoming increasingly passenger-focused. There is a movement away from traditional forms of public transport towards a more personalised mobility experience. Active listening and analysis of passenger needs and expectations are proving as important as ever, in order to adapt transport solutions to the smart cities of the future.  

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Three common passenger expectations

The study revealed three major common passenger expectations, irrespective of location or their cultural background.

  • Real-time updates

Whether looking for timetables, service availability, tailored journey plans or alternate routes in the event of service disruptions, passengers want up-to-the-minute information and transport solutions.

  • Personalised mobility solutions

Passengers are no longer satisfied with generic travel information. They want information that is tailored to them, that responds to their travel needs and situation at any given moment. This reflects the movement from a mass-transit focused approach to one of personalised mobility.

  • Step-by-step directions

Passengers are also looking for door-to-door guidance, covering every stage of their journey.

Ten fundamentals for a positive mobility experience 

Based on these three common expectations, Keolis has identified 10 fundamentals for a successful passenger experience. These fundamentals can be grouped into three pillars of the passenger experience :

Research that reinforces Keolis status as a pioneer in mobility

The results of this research confirm the relevance  of Keolis’ strategy to move beyond its traditional role as an operator of transport networks, to become a leader in digital mobility and an integrator of everyday mobility solutions. This is achieved by prioritising the well-being of each passenger and developing services that incorporate a more human approach. 

By shedding light on current and future passenger needs, the study gives Keolis the means to develop its customer satisfaction guarantee and to get a head start on helping cities build the smart mobility solutions of tomorrow.

Mobility underpins the life of a community. Digitalisation is transforming the use of public transport and bringing new solutions with the arrival of new players. Now more than ever, Keolis’ role as a pioneer in the integration of all shared mobility solutions, is to support transport authorities in their transition to becoming smart cities, by providing them with a strong understanding of passenger expectations. Together, we are building the future of smart mobility


Jean-Pierre Farandou, Executive Chairman, Keolis