Boston, Keolis Commuter Services

Keeping passengers informed at all times
In 2014, Keolis was chosen to operate Boston’s commuter rail network, the largest rail contract in North America to be assigned to a private operator. Since then, the Group has been working tirelessly to meet its goal of providing world-class service to the 127,000 passengers who travel on the network each day. An ambition founded on real-time information, committed teams, and a strong partnership with the local transport authority.

In line with Keolis’ ‘Thinking like a passenger’ philosophy, our priority is to keep customers informed at every stage of their journey, including during service disruptions.

 

Ronan Coatanea, Director of Customer Service at Keolis Commuter Services (KCS)

Looking at things from a customer perspective

Since the beginning of its contract in 2014, KCS has focused on improving the quality of passenger information and customer relations, putting a comprehensive system in place from the very first day of operation:

  • 1 call centre available 7 days a week from 6.30am to 8.00pm (100,000 calls in 2015, average waiting time of 10 seconds)
  • 1 Twitter account diffusing real-time information from 6.00am to 8.00pm (13,700 followers)
  • 1 mobile application available in 8 languages, accessible to the visually impaired
  • 1 Facebook page (5,000 likes)
  • Easy to understand timetables and signage
  • 1 team of 17 employees, providing in-station assistance and information during peak hour and the weekend
  • 2 annual satisfaction surveys of 5,000 customers, one panel of volunteer passengers, and quarterly meetings with network managers.
 

Striving for continuous improvement of urban transportation

Keolis Commuter Services (KCS) has also deployed an extensive continuous improvement initiative at all levels of the company. The approach is applied from customer service to operations, through to maintenance and training, uniting all employees in the common goal of continuously satisfying passenger needs.

In October 2015, to further improve its level of passenger information, KCS equipped two stations in Boston with new speakers to improve the sound quality of announcements. And in early 2016, four hundred customer-facing staff were issued with iPhones featuring an application that enables them to provide passengers with real-time information.  

 

A porftfolio of mobile plateforms

Passenger app and operationnel apps for employees: in Boston, Keolis Commuter Services digitizes the commuter rail!

Keolis commuter services in numbers

  • 14 lines
  • 1,000 km of track
  • 134 stations
  • 127,000 passengers per day
  • 2,000 employees (the same number of employees as the former operator)

icone transports

94%
This is the punctuality rate recorded between July and December 2015, and the Boston network’s best performance in over 10 years.

Slideshow - BOSTON