YEARBOOK 2010 - Veolia...2010/12/31 · Editorial Antoine Frérot, Chairman and Chief Executive...

Veolia Transport

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YEARBOOK 2010

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SET THE STANDARDfor managing safe and sustainable

mobility solutions.

As the leading private operator of public passenger transportation and a global benchmark, Veolia Transport

helps public authorities manage their mobility services. Our industrial expertise in intelligent transportation

systems means we can design, organize and manage sustainable mobility in the most complex urban

and regional configurations. Our multimodal solutions, which include trains, metro systems, light rail, buses,

coaches, bicycles, car-sharing, taxis, ferries and more, make travel easier while keeping costs under control.

They ensure quality service in large cities and low-density areas alike, and offer diversity in transportation

modes so that every destination is served. By adapting our services to changing lifestyles, we improve

passenger comfort and the ease and reliability of travel, while contributing to regional economic growth

that is respectful of the environment.

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Strong growth is expected in the rail transportation sector,

due to the opening up of European markets and an increase

in public-private partnership (PPP) projects in North America

and Asia.

2 Veolia Transport


Information technologies are the new tools for innovative

and sustainable mobility, offering on-line payment,

smartcard ticketing, real-time information, and more.

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Editorial

Antoine Frérot,

Chairman and

Chief Executive Officer

of Veolia Environnement

March 3, 2011 is a date to be remembered in the annals of public transportation.

It was on that day that a new company was born from the combination of

Veolia Transport and Transdev, forming the world’s biggest operator of public

transportation systems and services. But more than its size, the new company

is remarkable for its vision; with the DNA inherited from its distinguished

shareholders, Veolia Environnement and Caisse des Dépôts, it is equipped from

the start with the ability to tackle the major transformations in its sector with

confidence.

First among these are the transformations in passenger transportation. Satisfying

increasing demand for travel is no longer enough; understanding is needed

—understanding of the new lifestyles of people in this rapidly changing world,

understanding of how the information technologies and the legitimate desire

to safeguard the environment come together to form a new type of transportation.

It is out of this understanding that ambitious transportation solutions will arise,

seamless and adapted to the diversity of urban lifestyles. These are solutions

in which new mobility ecosystems will be superimposed on the sustainable

development of cities and regions. With such a tall order, a passion for

technological innovation must serve to protect our planet’s equilibriums

and further its inhabitants’ aspirations. The new company is a direct heir of its

parents’ capacities for understanding and of their expertise in these spheres.

A momentous

year in 2010

4 Veolia Transport


Transformations are also occurring in the markets. Besides more rapid

urbanization, we are seeing the consolidation of transportation players worldwide.

The result is heightened competition, and it is important to reach the critical

size needed to design tailor-made systems from basic mass-produced modules.

Here, too, the new player inherits an impressive range of transportation modes,

the advantage of experience gained in 28 countries around the world, and

unrivaled strength in innovation and investment. It will put that power

and intelligence to work for public authorities and transform their vision

of mobility into projects, and those projects into reality.

A page was turned in Veolia Transport’s history in 2010, but a new chapter began

with the creation of Veolia Transdev. This annual report is therefore deliberately

brief. That is not because of a lack of events as 2010 saw many of our contracts

renewed, along with many industrial and commercial successes.

It is because the shortest messages are usually the strongest. The financial

discipline of the entire Veolia Environnement group and the dedication of the

whole company returned very good results for Veolia Transport. So, rather than

a final tally, this document draws a picture of the future. It shows the fine work

done by our people through outstanding commercial successes and examples

of totally customer-focused innovations.

At the end of a year devoted to building Veolia Environnement’s new foundations,

I want to express my warmest gratitude to all of Veolia Transport’s employees

for their unflagging energy, without which this new company could not have seen

the light of day. They can now all count on the support of Veolia Environnement

and Caisse des Dépôts in achieving our shared ambition: to set the global standard

in sustainable mobility that meets the new expectations of passengers and

regional authorities.

€5.77 billionIN REVENUE

3.5 millionMETRIC TONS OF GROSS CO2 AVOIDED

80,756EMPLOYEES WORLDWIDE

38,137VEHICLES**

2.54 billionTRIPS PER YEAR*

SERVING

5,000PUBLIC AUTHORITIES WORLDWIDE

27 countriesWHERE WE OPERATE

* Excluding subcontracted service and Eurolines, VE Airport,

SuperShuttle, Israel.

** Scope does not include Eurolines, VE Airport, SuperShuttle,

Israel.

Veolia Transport in 2010

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Our locations

Veolia Transport has 80,756 employees and operations in 27 countries

Australia / Belgium / Canada / Chile / China / Colombia / Croatia / Czech Republic / Finland / France / Germany / India / Ireland / Israel / Morocco / Netherlands / New Zealand / Norway /

Poland / Serbia / Slovakia / Slovenia / South Korea / Spain / Sweden / Switzerland / United States.

North America

15,472 employees

Current contracts include

Baltimore, Boston, Las Vegas,

Miami, New Orleans, Phoenix,

Toronto, Montreal, etc.

South America

1,037 employees

Current contracts include

Bogotá, Santiago, etc.

Middle East & North Africa

4,200 employees

France

31,026 employees

Current contracts include Béziers,

Nancy, Nice, Rouen, Saint-Étienne, etc.

Germany

4,574 employees

Current contracts include Lower Saxony,

Bavaria, North Rhine-Westphalia,

Rhineland-Palatinate, etc.

Europe (excluding

France and Germany)

20,939 employees

Current contracts include Barcelona, Bilbao,

Dublin, Norrköping, Limburg, Prague, etc.

Asia-Pacific

3,508 employees

Current contracts include Auckland, Hong Kong,

Jiangsu, Mumbai, Perth, Seoul, Sydney, etc.

6 Veolia Transport


REVENUE BREAKDOWN BY GEOGRAPHIC AREA

France

Northern Europe

North America

Central Europe/Germany

Asia-Pacific

Rest of the world

Other activities

VEOLIA TRANSPORT’S PERFORMANCE

ECONOMIC

+9.45% more journeys

(compared with 2009).

15% of revenue generated by rail

activity with a contribution of 20%

expected in the medium term.

Veolia Transport’s international coach

transportation subsidiary, Eurolines,

serves1,200 destinations on

500 routes in Europe.

SuperShuttle serves 38 airports in over

50 cities in the United States, France

and Sweden.

OPERATIONAL

SuperShuttle: 86% customers satisfied/

very satisfied and 85% willing to

recommend.

93% overall passenger satisfaction

on Line 9 of the Seoul metro, South Korea.

+14% rise in ridership in

New Zealand compared with 2009

(9 million trips a year).

99% on-time performance for

ToD services in San Francisco, California.

Valence, France: 8% increase

in ridership in one year.

QUALITY

75 ISO 9001 certificates.

Line 1 of the Mumbai metro in India obtained

preoperational ISO 9001: 2008 certification.

25% decrease in complaints about the

Tempe, Arizona, bus service compared

with 2009 thanks to the Service Excellence

Team (SET).

France: 44 networks awarded the

FACE label (fundamentals, continuous

improvement, and excellence).

ENVIRONMENT

Environmental Management System (EMS)

deployed in all the countries where

Veolia Transport operates.

23 ISO 14001 certifications.

61% of our drivers have received training

in eco-driving.

SAFETY

31% of training budget allocated to

safety.

In Charleston, South Carolina, the DRIVE

program improved the Safety Culture Index

by 48%.

Objective: 100% of Veolia Transport

systems in France will obtain quality

certification by end-2012 and safety

certification by end-2013.

2010 revenue of

€5.77 billion

2.7%

4.7%

6.2%

35.1%

19.4%

17.3%

14.6%

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NEW CONTRACTS

KEY CONTRACT RENEWALS

Key events in 2010

THE VEOLIA TRANSPORT-TRANSDEV MERGER STEP BY STEP

January

INDUSTRIAL PROJECT PUBLISHED

Six months after the announcement in

July 2009 of plans to combine Veolia

Transport and Transdev, the industrial

project was published, stating the strategic

vision and reasons for this transaction. This

founding text explained the challenges,

objectives and assets of the world’s future

public transportation leader.

May 5

MERGER AGREEMENT SIGNED

After consulting their respective employee

representative bodies, Caisse des Dépôts and

Veolia Environnement signed the definitive

merger agreement, confirming that the new

entity would be jointly owned (50/50), with

Veolia Environnement as the industrial

operator, and Caisse des Dépôts as the

strategic long-term partner.

End July

“WHITE PAPERS” PUBLISHED

These documents outlined the

different integration projects

and described the new

company’s organization

principles and the division

of roles between corporate,

country and regional

functions.

August 12

EUROPEAN COMMISSION GRANTS PARTIAL

APPROVAL

The European Commission found that the

merger of the activities of Veolia Transport and

Transdev would not significantly impede effective

competition and approved the merger in the

European Union, except in France and the

Netherlands, where closer examination

of the issues at stake was required.

France

Seven-year contract for

the management and

operation of the Bayonne

urban area’s bus system.

United States

Golden Touch,

Veolia Transport’s airport

transport-on-demand

subsidiary, won the

contract for passenger

and crew transportation

to New York’s three

airports, and for the

Continental Airlines

employee shuttle

service to Newark

International

Airport.

France

Launch in the Oise

department of a 12-year

public-private partnership

for the development of an

integrated transportation

system. Cityway (Veolia

Transport’s subsidiary) has

a 66% – stake in the PPP

company that will design

and implement the ticketing

service, multimodal

information, the bus station

and a mobility center.

United States

The city of Phoenix, Arizona,

chose Veolia Transportation,

which has been managing its

transit services for 38 years, to

operate, manage and

maintain its bus system.

It will be the largest operating

contract in this part of Arizona

and one of the biggest of its

kind in the United States.

France

Award of the five-year

operating contract

for the bus system for

the Sophia-Antipolis

urban area in the South

of France.

China

Seven-year operating

contract for two of the

five sections of the

Macau city bus system.

United States

In Boston, the transit authority renewed

the Massachusetts Bay Commuter Railroad

Company’s (MBCR) contract for another

two years. This is the largest commuter rail

contract in North America. Veolia Transport

is the key player in this consortium, which

runs 489 trains and transports 40 million

passengers a year throughout the

Massachusetts and Rhode Island area.

Germany

Regional passenger rail contracts

were renewed in Mecklenburg-

Vorpommern for two years, North

Rhine-Westphalia for four years

and the city of Leipzig for one year.

Netherlands

The operating contract for the

Fast Ferries service between Vissingen

and Berskens operated by

Veolia Transport since 2003

was extended until 2014.

Canada

In Ontario, the Regional

Municipality of York renewed

the Bus Rapid Transit (BRT)

contract for the Greater Toronto

Area for five years.

8 Veolia Transport


Germany

ROSENHEIM

Operating contract for the

“E-Netz Rosenheim” regional

rail service linking Munich and

southern Bavaria to Salzburg

and Kufstein in Austria. This

12-year contract strengthens

Veolia Transport’s position

as the leading private operator

of passenger transportation

services in Germany.

LOWER SAXONY

Ten-year contract to operate

the S-Bahn in the Hanseatic

City of Bremen and Lower

Saxony. This is the first

electric regional rapid transit

system entrusted to a

private operator in Germany.

December 14

“BLUE PAPERS” PUBLISHED

These documents officially presented the

new entity’s geographic organizational

structure, which consists of seven regions

(France, Benelux, North America, Germany

and Central Europe, Northern Europe and

the United Kingdom, Asia-Pacific, South),

with country autonomy still at the core

of its managerial model.

December 30

COMPETITION AUTHORITIES FINALLY

APPROVE MERGER

On December 10 and December 30, the

Dutch and French competition authorities

respectively authorized the merger for the

transportation activities in their countries.

The authorizations meant that consultation

with employee representative bodies could be

initiated before the merger became effective.

Australia

In Perth, as a result of its commitment to

environmental protection and customer

satisfaction, Veolia Transport was able to

extend its contract for the management

of public transportation on the south

coast to 2020, and also won the

operating contract for the bus service

to the city’s northern suburbs in the

Joondalup area until 2019.

New Zealand

In Auckland, where the company’s many

initiatives to improve the quality of rail

service boosted user satisfaction 85% in

2010 and ridership 14%, Veolia Transport’s

contract was renewed for two years.

France

Veolia Transport’s contract for the

operation of the bus system for the

Innovation

In May, Nice (France),

successfully introduced

BPass, a mobile phone

ticketing and passenger

information solution.

In December, the Urban

Community of Nice awarded

VENAP, a consortium

comprising Veolia Transport

and EDF, the contract for the

creation and operation of an

electric car-sharing service

consisting of 210 vehicles and

70 “pods” (vehicle stations).

March 3, 2011

Augustin de Romanet,

CEO of Caisse

des Dépôts, and

Antoine Frérot,

Chairman and CEO of

Veolia Environnement,

officially announce

the creation of

Veolia Transdev.

Béziers Méditerranée metropolitan

area was renewed for eight years

as a result of the quality of the service

provided.

Sweden

The contract for E4 Trafic, the

long-distance coach service along

the country’s northern coast,

was renewed.

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INTEGRATEALL TRANSIT SYSTEMS

INTO THEIR REGIONAL

CONTEXT

COMMITMENT 1 An efficient passenger transit system is achieved by establishing a dynamic balance between a territory (city, metropolitan area or region), the expectations of its inhabitants and the mobility solutions in place. Veolia Transport works with public authorities, drawing on the expertise it has acquired from experiences in 27 countries, to design, organize and operate multimodal systems that exist and evolve with the areas they serve.

SUSTAINABLE MOBILITYGiven the environmental, economic and social challenges facing

mobility, it is no longer a matter of whether the travel organization

model should be changed, but of how the conversion to more

sustainable mobility can be successfully implemented and fulfill two

objectives: to control direct and indirect transportation costs for public

authorities, and to offer the same quality of service to all populations,

whether they live in urban centers, the suburbs, or in rural, low-density

areas. This requires tailored, attractive, efficient public transportation

and diversified, modular travel options that accompany the

development of regions and changing lifestyles.

COMMUNITY CATCHMENT AREASSince no two cities or regions are identical, every mobility

solution is unique. Whether for Nice, France, or the Limburg

region of the Netherlands, New Orleans, Louisiana, or the Gard

region of France, our people help design and operate multimodal

systems intended to fit the needs of a community catchment

area. To help public authorities convert their vision into a project

and then their project into a reality, we support them all the way,

from designing or redesigning the transit system to the daily

management of a transportation service.

CUSTOMIZED PARTNERSHIPSPrivate operators will be able to help public authorities fulfill their mobility objectives because they have

the capacity to dedicate themselves to innovative and demanding contracts. Public service contracts

enable a public transportation system to be efficiently managed on behalf of a local public authority.

This management model, initiated in France, is now spreading to other parts of the world. In the United States,

after New Orleans, Veolia Transport won the public service contract for the management of urban transit

systems in Savannah, Georgia (bus, light rail, ferries, transport on demand), under the second largest public

service transportation management contract in the country. Public-private partnership concession contracts,

for example the Seoul, South Korea, metro and the Rhônexpress airport shuttle service in Lyons, France, enable

the construction and then the operation of large-scale transportation projects. In both cases, Veolia Transport’s

contracts include commitments to meet service quality and performance targets.

MULTIMODALITYOne thing is certain: to cater for ever-more complex demands, transportation will have to be

increasingly multimodal. Veolia Transport’s expertise spans the entire range of public transit,

including dedicated right-of-way systems (train, metro, light rail, bus rapid transit, tram-train, etc.),

other passenger systems (bus, coach, ferry, water shuttle services, etc.), or shared individual modes

such as car-sharing, self-service bicycle rental, and on-demand transportation (taxis, services like

SuperShuttle, etc.). Veolia Transport’s know-how lies in the optimum operation of each transit

mode as well as in the combining of different modes of urban and suburban transportation

to create a multimodal offer that takes the passenger from door to door.

10 Veolia Transport


SOUTH KOREA, SEOUL

Mobility and quality of life in the city

The Veolia Observatory of Urban Lifestyles analyzes the aspirations of city

dwellers around the world in regard to their city’s image, their mobility

expectations and their environmental awareness. Seoul’s residents, for

example, cite the high quality transportation infrastructure as their main

source of satisfaction. However, traffic jams and pollution remain major

concerns. A total of 75% of Seoulites are confident in their public authority’s

ability to continue to invest and improve urban mobility.

FRANCE, VALENCIENNES

A transit system “jointly

produced” with the locals

Veolia Transport has been operating the

Valenciennes public transit system since

January 2010 and has optimized the bus and light

rail services in three stages. First, after analyzing

transit needs and travel modes, it was able to

identify four mobility sectors in this complex urban

area. Second, six months before launching the new

system, it used a “mobility blog” to establish direct

online exchanges with the locals, involving the

population in putting together the transportation

service. Third, using the same personalized

approach of exchange and consultation, four

mobility advisors were recruited and trained

to accompany riders in all four sectors of the

Transvilles transit system.

INNOVATION

RHÔNEXPRESS, THE TRAM-TRAIN SOLUTION

The transit authorities opted for a tram-train solution to link city center rail station to Lyons

Saint-Exupéry airport. Rhônexpress has been running since the summer of 2010 and is the first

dedicated rail line between a city and its airport in France. It transports 4,000 passengers a day in less

than 30 minutes. When running on rail tracks, its trains can reach a speed of up to 100 km/h and they

can also run on existing light rail tracks. Veolia Transport is part of Rhônexpress, the company that

won the concession for this 30-year contract and that has taken on all commercial risks. Rhônexpress

was responsible for construction and is now responsible for operating this innovative system.

FIGURES

At Veolia Transport’s initiative,

$45 million was allotted

by the US Department of

Transportation to New

Orleans for the extension

of its light rail system.

Nice: 10% modal shift

(switch from private vehicle

to public transit).

12,000 riders a day are

expected from summer 2011

to ride the Tzen, the first Bus

Rapid Transit service linking

two regional express train

stations in the Paris region.

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REAL-TIME INFORMATIONPersonalized information to assist passengers before and during

their journey is essential to seamless intermodal transportation.

To cater for the wide variety of passenger needs, Veolia Transport

offers interactive solutions on every kind of medium, from paper

maps to new digital solutions combining Internet and mobile

phone technologies. For example, in France, the Valence and

Greater Paris area transit systems offer a smartphone travel

assistance application that includes multimodal information

(maps, schedules, trip planner, traffic information), and

real-time GPS pedestrian guidance.CONTACTLESS TICKETINGOnline purchasing, post-payment, travel pass recharge and validation using

a smartcard or a mobile phone are all time-savers for passengers. Likewise,

ticketing combined with information services makes using the transit systems

simpler for the user by removing the barriers between different travel modes

and pricing structures. It is also a way of optimizing customer relations.

For all these reasons, over the last 10 years, Veolia Transport has invested

in ticketing systems. Today it is rolling out contactless solutions using

Near Field Communication (NFC) mobile technology, thus paving the way

for a universal travel pass.

MOBILITY CENTERSWhether passengers are looking to travel within a city or across a region, they should have

easy access to the services they need. In France, the e-stores opened in Nancy and Rouen

represent a unique way of purchasing or recharging travel passes online 24/7. At the mobility

center, all services are brought together on a single platform that is accessible by telephone

and wireless or fixed-line Internet (schedules, prices, trip planning, booking, payment,

complaints, etc.). In the Netherlands, France and the United States, these contact centers

deliver information and services for all the modes of transport available within an area.

ALL THE LINKS IN THE CHAINPrivate cars are no longer the best choice for most journeys, especially in urban areas. The key to successful

mobility is a chain of public transit services capable of providing door-to-door travel. Users must be able

to leave their cars in park-and-ride facilities so they can take a train or bus that will drop them off close

to a bicycle rental, car-sharing or taxi service that will take them to their final destination. In an integrated

transit system, each link in the chain plays an important role, particularly the connections and transit

hubs that make it easy to switch from one mode of transport to another. Once mode integration

is a technical and commercial reality, it can then become a daily routine for passengers.

PROVIDEA SEAMLESS

MOBILITY

CHAIN

COMMITMENT 2 If public transit is to become the mobility solution of choice for everyone, then the system’s complexity must be imperceptible to users. Successful mode integration makes for a clear, simple and efficient travel experience. It is based on an abundance of interconnecting transportation modes, enhanced by innovative information and ticketing services covering the entire range of travel options.

12 Veolia Transport


FIGURES

651 park-and-ride facilities

managed by Veolia Transport

worldwide.

12,000 downloads of the

iPhone application in three

months in the Greater Paris area.

8% increase in ridership

on the Valence transit system

in France in one year.

86% of transit systems have

a passenger information

website.

BPASS, MOBILITY IN THE WEB 2.0 AGE

In May 2010, the Nice transit system in southern France introduced BPass, an NFC mobile telephone

service that combines contactless payment with real-time information. Using a new generation

mobile phone, users can buy and validate their ticket, find out the arrival time of the next tram or bus,

and even geolocate themselves. They can also download games, obtain practical information about

the city, and pay for coffee or their museum entrance ticket. In short, they can benefit from a wide

range of services developed in partnership with the public authority and other city service providers.

This solution was designed, financed and rolled out by Veolia Transport as part of the “Nice, Europe’s

first contactless city” project, and in July, BPass was awarded the Innovation Prize at the “Victoires

de la modernisation de l’État 2010” (French government modernization awards).

INNOVATION

UNITED STATES

SuperShuttle on a smartphone

In San Diego or Houston, Phoenix or Tampa, Los Angeles or New York, using a shuttle

service to travel between home or office and the airport has never been easier. With the

iPhone and Android applications launched in 2010, users need only a smartphone to book

their seat and then find their vehicle by using the “Where’s my van?” function.

The SuperShuttle website has also been optimized for mobile phones. Marketing

campaigns target customers who have downloaded a SuperShuttle mobile application,

offering SMS alerts and personalized services.

NETHERLANDS, LIMBURG PROVINCE

A pass covering all transit

modes

To make access to public transportation easier

for everyone, in 2006 Limburg Province selected

Veolia Transport as its single operator for 10 years.

A real-time passenger information system and

a customer contact center were set up to optimize

connections between the 235 buses, 150 taxis and

24 trains under operation.

Result: passenger numbers have risen 50% in the

space of four years. An electronic pass will shortly

be made useable on all types of transport.

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INNOVATION

LISTENING TO PASSENGERSThe first component of a quality service is the journey itself: frequency, rapidity,

on-time performance and comfort. Passengers want a public transit service that

achieves the highest standards in all these areas. New expectations are also

emerging about how to make journeys more pleasant, and Veolia Transport is

offering a number of new initiatives: Wi-Fi, catering service on trains (Sweden),

and more staff at stations (Seoul metro) and in vehicles (Rhônexpress tram-train

in France). The first stage in designing these new services is an ongoing process

of listening and talking to passengers—the people who know the most about

what they need—using qualitative studies, focus groups and social networks.

Whatever the channel, what is important is to find out what our passengers

want and need that we do not yet offer.

MAKING PROGRESSLike every leading service company, Veolia Transport aims for continuous improvement. This commitment

is evident in the ever-increasing number of certifications we hold. Many of our systems were certified

in 2010, including Line 9 of the Seoul metro, the first metro system in South Korea to earn ISO 9001

and ISO 14001 certification, and the Mumbai metro, which achieved ISO 9001 certification as it prepares

to launch Line 1. The company makes regular use of satisfaction surveys, using an extremely demanding

methodology developed in association with Ipsos Loyalty and backed by follow-ups of areas of

dissatisfaction: Veolia Transport’s exclusive LISTEN program means that passenger contacts and

complaints are dealt with personally and efficiently and analyzed with our transit authority clients.

CONNECTIVITY AND PROXIMITYPassengers in the digital age want to be able to manage their lives on the move,

whenever and wherever they are. Veolia Transport is rolling out ever-more passenger

contact points, strengthening the attractiveness of public transit systems through

passenger contact centers, informative and commercial websites, and smartphone

apps. But no information channel or relationship management can equal a friendly

local service with a human face. Veolia Transport personnel in contact with customers

are the engines of service quality, and our staff can get help in this vital role through

the “Going for Green” program. Designed to reinforce a culture of customer-care

excellence among managers and staff, the program plays a vital role in building

a passenger-focused culture.

GUARANTEEHIGH-QUALITY

SERVICE FOR

ALL PASSENGERS

COMMITMENT 3 Aiming to provide an excellent service to every passenger is what motivates staff at Veolia Transport as they go about their work. Placing passenger satisfaction at the heart of our concerns is an ambitious challenge when set against a background of changing business frameworks and increasing demands for mobility solutions that are simpler, more accessible and more personalized. This commitment demands that we listen and talk to passengers, then set up innovative initiatives that will bring about continuous improvements to the services we offer.

14 Veolia Transport


FIGURES

12 countries and over

15,000 staff follow the

“Going for Green” principles.

7 countries and 40

networks use LISTEN.

Tempe, Arizona: 25% fewer

complaints thanks to SET*,

a systematic complaints

analysis method.

* Service Excellence Team.

SOCIAL NETWORKS: NEW MEDIA

FOR TRANSIT SYSTEMS?

Some 96% of people aged under 30 (50% of the world’s population) belong

to a social network; in 2010, there were 400 million active users of Facebook

and 200 million bloggers. Veolia Transport is investing in social media to improve

the way it converses with its passengers. Twelve initiatives in six countries

were judged exemplary and are now used as benchmarks by Veolia Transport,

including Orange County (USA), Dunkirk (France), Barcelona (Spain) and

InterConnex (Germany).

SOUTH KOREA, SEOUL

Making time to meet

passengers

Veolia Transport has launched the Seoul metro’s first

“Meet the Managers” initiative. It is a chance for 20

managers working on Line 9 to go out and meet passengers

at the five busiest stations and listen to what they have

to say. These events, which are held every two months,

are a way of initiating a direct dialogue with passengers

and improving the quality of the service that they receive.

FRANCE

Musical journeys

A million tracks can be downloaded

and enjoyed by passengers on 50 transit

systems in France, thanks to a deal

between Veolia Transport and Universal

Music. The objective for Veolia Transport

is to use the music offer to boost the

image, attractiveness and modernity

of its systems. Passengers are all in favor,

and the idea was awarded the 2010

UITP award in the Best Passenger

Initiative category.

15


PLACEOUR EMPLOYEES

AT THE HEART

OF OUR PROJECT

WEALTH IN DIVERSITYThe true wealth of Veolia Transport lies in the diversity of the

people who work for the company. Our employees are as diverse

as the passengers they help every day. In every country where we

operate, managerial principles and employee-employer dialogue

emphasize non-discrimination on the grounds of origin, culture,

gender or age. The Mission Handicap campaign in France

is a good example of this determination to ensure a properly

integrated working environment. The company aims to

transform attitudes toward employees with disabilities within

the company, and ensure that best practices in recruitment,

training and work place adaptation are consistently applied.

INVESTING IN TRAININGOur professional performance is backed by a training policy

that reaches out to include all the latest facets of the modern

transportation operator. Company-wide training is currently

offered in eco-driving and environmental engineering.

Other modules focus on customer relationships, acquiring

new technology skills, and new modes of transportation.

The 18 Campus Veolia sites worldwide play their part

in transmitting this know-how, offering staff training that

leads to individualized and more fulfilling career paths.

COLLECTIVE INTELLIGENCEVeolia Transport is able to leverage added value by bringing together the know-how and experience gained

from operating in 27 different countries. International job mobility plays its part, as do the occasions when

our teams meet up for seminars or as part of operational projects. Two years ago, the quality and quantity

of exchanges changed radically with the launch of Expert.net. This is a collaborative intelligence platform

that enables all our people to join in defining best practices in different areas and stimulate the introduction

of innovations. Expert.net now offers 18 expertise and 100 know-how networks, available in every country

where Veolia Transport is present.

PASSENGER SAFETYOur personnel enjoy autonomy in their management choices across every one of our

transit systems, bringing them closer to the needs of public authorities and passengers.

These local roots combine with a business project that involves every member of staff,

all of whom share a vision of what makes an ideal service. The safety of all—staff and

passengers alike—is one of the most essential of all values. Safety action plans have

resulted in consistent year-on-year reductions in accidents and incidents involving

passengers. Like the DRIVE program in the United States, these initiatives are brought

to life by the motivation and involvement of teams working at every level—from

frontline staff to senior management.

COMMITMENT 4 Veolia Transport is focused on ensuring that every one of its transit systems “sets the standard for managing safe and sustainable mobility solutions” and that its people in the field play a key role in achieving this goal. Our human resources policy is driven by skills development, ensuring that they have the tools they need to do so.

16 Veolia Transport


FIGURES

18 Campus Veolia training

centers in 12 countries.

€44 million spent

on training, equivalent

to 2.08% of Veolia

Transport’s payroll.

48% improvement in

the Safety Culture Index (SCI)

in US systems participating

in the DRIVE program.

UNITED STATES: A SAFETY CULTURE ROOTED IN “DRIVE”

The DRIVE program is built on simple common sense: frontline staff—drivers, mechanics,

sales teams, office staff—are best able to identify safety issues. DRIVE aims to involve them

in actively reducing dangerous working behavior and practices, with the goal of improving

the Safety Culture Index, which is based on the number of accidents. The pilot program was

launched at 16 sites in 2010 and will be extended to all transit systems in the United States

during 2011. First results were spectacular, leading to better safety for passengers, staff and

local people.

INNOVATION

VEOLIA ENVIRONNEMENT FOUNDATION

Outreach initiatives

Via the Veolia Environnement Foundation, which had

a 2010 budget of €7.2 million, company staff have been

supporting local initiatives that work for sustainable

mobility. Examples in France include the creation

of driving schools to help social and professional

integration, help with equipment for a non-profit

community automobile garage, and the launch of

a drivers’ service using people trained in eco-driving.

Staff at Veolia Transport also supported new initiatives

in 2010 such as boring water wells in Ethiopia and

Burkina Faso, rigging a sailboat for children suffering

from cancer and leukemia, and purchasing equipment

to be used on work integration projects in

environmental fields.

FRANCE, ROANNE

Helping disabled staff

A company that welcomes disabled staff needs to make certain they can enjoy lasting

careers. With this aim, and helped by consultants working on behalf of Agefiph*,

Veolia Transport Roanne set in place a program to assist permanent members of staff

who are disabled. Two members of staff benefit from a workplace support service.

The process starts by analyzing the person’s professional situation (interviews, psychological

attitude to work and working conditions) and leads to a series of recommendations

(physical arrangement of the workspace, training project, etc.) with operational follow-up.

* A French non-profit organization that specializes in providing assistance in the employment

of disabled people.

17


TAKECONCRETE AND MEASURABLE

ACTIONS TO PRESERVE

THE ENVIRONMENT

THE ENGINE OF INNOVATIONVeolia Transport is backing innovation to create a true alternative to the

supremacy of the automobile. New solutions such as car – and bike – sharing

and park-and-ride facilities promote modal transfers in favor of public

transportation. At the same time, our transit systems are taking delivery

of vehicles that run on carbon-free fuels (biogas, second-generation biofuels,

hydrogen, etc.) and feature the latest pollution control systems.

The company is at the forefront of experiments with hybrid and all-electric

vehicles in Europe and the United States. It has built a number of green bus

depots, such as at Saint-Brieuc, France. The Veolia Innovation Accelerator

program is a mark of the importance that we place on clean-tech R&D.

ENVIRONMENTAL PERFORMANCEVeolia Transport’s Sustainable Development Charter contains eight measureable undertakings for 2011(1).

The company’s Environmental Management System enables it to measure the impact each activity has

on the entire transport chain in order to drive forward a continuous improvement approach. This mindset

is evident on the ground through initiatives such as “Aujourd’hui Vert Demain” and “Green Culture,” as well

as training in eco-driving and the adoption of environmental best practices based on the 3Rs (reduce, reuse,

recycle). To help public authorities optimize their public transportation offer, the company systematically

uses the Bilan Carbone® greenhouse gas emissions assessment tool from Ademe, the French Environment

and Energy Management Agency, as well as its own Eco-Efficient Travel Indicator™, which assesses transit

system performance in terms of CO2 emissions, pollution, energy consumption and car journeys avoided.

(1) http://www.veolia-transport.com/en/vision/durable/.

RAISING PUBLIC AWARENESSThe example our transit systems set is just the beginning of our commitment to

sustainable development. That commitment takes another step forward as we partner

public authorities in their work to raise awareness of the issue among the general

public. Examples of this work include campaigns to educate school students about

green behavior, and offering passengers eco-trip planners available via multimodal

information websites and, more recently, mobile phones. On a broader scale,

Veolia Transport also lobbies at the international level to raise awareness of the

importance of access to mobility. Over the course of 2010, the company took part

in the “Bridging the Gap” initiative, the Cancun climate summit and the Mumbai

seminar.

COMMITMENT 5 Climate change, pollution, dwindling energy supplies, increased pressure on open spaces and natural resources: these challenges make it essential for us to alter the way that our mobility models are structured. Veolia Transport is working day-in day-out to make public transit a vector for sustainable growth, via its innovations and across-the-board adoption of responsible practices.

FIGURES

39.6% of vehicles are clean(2)

(+34% on 2009).

(2) A “clean” vehicle is one that runs on water-diesel emulsion, biodiesel,

bioethanol, biogas or electricity and/or is fitted with a pollution treatment system.

This therefore includes all vehicles that meet the Euro 4 and Euro 5 standards.

2011 sustainable development charter commitment: 30%.

18 Veolia Transport


FRANCE, LA ROCHELLE

New goals for car-sharing

The Yelomobile fleet, La Rochelle’s self-service electric car-share service, has taken delivery of the latest C-Zero and Mia models.

These new vehicles have an autonomy of 100 km, making it possible to meet the goal of extending the car-share service

throughout the urban area in the near future. The launch of a multimodal transportation ticket and a densification

of the charging station network should lead user numbers to double over the next two years.

IRELAND, DUBLIN

One-click CO2 calculator

Dublin City Council plans to develop a sustainable transit system, avoiding

a million car journeys by 2016. As operator of the city’s light rail system,

Veolia Transport has set up numerous initiatives to help meet this objective.

The latest innovation saw an eco-calculator added to the Luas system’s

website, making it possible for citizens to measure the carbon footprint of

their light rail journey compared to the same journey in a car. Users simply

enter their departure and arrival stops, and the amount of CO2 that they save

by using the light rail system is calculated.

One month after its October 2010 launch, over

10,000 people had already used the Luas eco-calculator.

5 times less CO2 is released on average during a light

rail journey than the same journey made in a private car.

INDIA, MUMBAI

Sustainable mobility and climate

change

Some 60% of the world’s population will be city dwellers by 2030.

Cities’ transit policies will have an important role to play if this

change is to be sustainable. How are they to be made part of global

carbon financing schemes? The September 2010 Mumbai seminar

examined Mumbai’s experience as a pilot city. It was organized

by the Institut Veolia Environnement, Veolia Transport and their

partners(1), and highlighted concrete areas for action and further

research into ways to better integrate urban transit among the

economic mechanisms used to fight climate change.

(1) The Energy and Resource Institute (TERI), Transport Research Laboratory (TRL),

Institute for Sustainable Development and International Relations (IDDRI).

LOS ANGELES: WORLD PREMIERE

FOR THE ECOLINER

Ten state-of-the-art Ecoliner electric buses have been running

with Foothill Transit, a system in Los Angeles County. These are

the first heavy-duty 100% – electric buses, and they offer very

fast charging cycles. Capable of carrying 68 passengers for

almost 50 km without needing to charge, it takes just 10

minutes at the transit center to charge their lithium-ion

batteries to 95% of their capacity without the need for any

action by drivers. The experiment is on one of the most heavily

used routes and paves the way for a planned extension of this

zero – emissions technology to the entire Foothill Transit fleet,

which serves 15 million riders annually.

INNOVATION

19


INNOVATION

SEIZENEW

GROWTH

OPPORTUNITIES

AIRPORT SERVICESDespite financial and environmental pressures, air passenger numbers are predicted to double again

by 2017. This strong growth means that the market for ground transit services taking passengers to and

from airports will become increasingly vital. As partner to over 50 airports worldwide, Veolia Transport helps

to improve the quality of shuttle services to airports using its spread of integrated mobility solutions.

The number one service in the United States, the SuperShuttle shared-ride airport service also serves

the three main airports around Paris and the airport in Stockholm, Sweden. The success of this

transport-on-demand service is due to excellent customer service and the fact that the company

shoulders 100% of the commercial risk.

A NEW ERA IN RAIL TRAVELVeolia Transport is one of Europe’s leading private passenger rail operators, operating

services in countries including Germany, the United States, France, New Zealand,

the Netherlands and Sweden. The fundamentals of the market in Europe are changing

as it opens up to competition. The first wave of liberalization was in 2010, with the

authorization to pick up passengers at intermediate stops along international routes

(“cabotage”). Next in line for liberalization are national and regional lines and high-

speed links. The company will be drawing on its experience in delegated management

as well as forging new alliances, such as with Trenitalia, to work with transit authorities

as this new era in rail travel dawns.

COMMITMENT 6 Faced with strong growth in global demands for mobility, Veolia Transport is entering new markets as it seeks to expand its offer to passengers. These are often markets that are only now opening up to competition, such as long-distance and regional rail travel and international coach services. Working to embrace all forms of mobility, the company is also innovating at the fringes of mass transit, for instance by developing shared shuttle services at airports.

EUROPEAN PASSENGER ROAD TRANSITA new market is opening to competition: international road routes

operated by non-resident operators (an activity known as

“cabotage”). Permitted under EU law and incorporated into

French law since 2009, this consists, for example, of stopping off

at towns in a country that lies along an international coach route.

Eurolines Veolia Transport is planning to extend this activity to all

its international coach routes. The subsidiary is also making plans

for the projected opening up to competition of internal express

routes in France.

20 Veolia Transport


EUROPE: VEOLIA AND TRENITALIA LOOK AHEAD

TO THE SINGLE RAIL MARKET

In late 2010, Veolia Transport and Italian rail operator Trenitalia signed an agreement that led

to the creation in January 2011 of a 50/50 joint venture to operate international rail services

as Europe’s international market opens up. The first trains will offer a night service, starting

in fall 2011, on the Paris-Florence-Rome and Paris-Milan-Venice lines. Starting in 2012, regional

daytime services will be offered between France and Italy, and the new operator will tender

for contracts throughout Europe. Tickets will be sold above all over the Internet.

GERMANY

A key actor in the rail sector

Veolia Transport is Germany’s number one private rail operator,

managing regional passenger rail services on behalf of nine Länder.

The company signed two major new contracts in 2010, further

strengthening its position. In February, Veolia Transport’s

German subsidiary was awarded the management contract

for 13 new regional lines spread across three regions: Saxony,

Bavaria and North Rhine-Westphalia. In December, the company

won the tender to manage the E-Netz Rosenheim regional service

linking Munich and southern Bavaria with Salzburg and Kufstein

in Austria. Winning this contract means that the operator is

now international, and will be able to offer its passengers a new

range of services.

UNITED STATES, NEW YORK

Right up to the plane

Golden Touch, the leading airline crew transfer service

in the United States, provides a regular crew and passenger

transit service to all New York and New Jersey airports.

In 2010, it won the trust of two major new partners:

the New York Port Authority, for a shuttle service to the

city’s three airports, and Continental Airlines New York,

for crew transport to Newark international airport.

FIGURES

8 million passengers

and 3 million online

reservations annually

for SuperShuttle.

15% of Veolia Transport’s

worldwide business is rail.

Over 500 international

Eurolines coach routes

in Europe and Morocco.

150 million passengers

annually on regional

and high-speed routes.

21


Mobile telephony for ticketing

and passenger information■ Travel-pass purchase and validation

■ Real-time information and SMS alerts

■ Contactless ticketing

■ Smartphone apps: trip planner, schedules, etc.

Operation of services

at airports

Airport links, including

the SuperShuttle

shared-ride service

Mobility center

■ Information on schedules and fares

■ Reservations

■ Ticket sales

■ Complaints handling

Bus Rapid Transit

Coach

Int

MetroLight rail

Self-service

bicycles

Car-sharing

service

Transportation on demand,

including paratransit

for disabled people

MOBILITY to serve passengers and the sustainable development of cities and regions

22 Veolia Transport


E-stores■ Ticket sales

■ Travel-pass recharge

Infographie

Rail services: commuter, regional

and long distance

Transit centers■ Transfers between different transportation modes

■ Customer service and information

■ Services (ticket sales, etc.)

TaxiPark & ride

Ferry service

Inter-city service

Urban bus system

ns

23


This document was prepared by the publications unit of the Veolia Environnement Communications Department.

Editing and coordination: Sophie Geng, Hélène Salmon.

Illustrations: Laure Duquesne.

Text: Guy-Patrick Azémar; English text: ALTO International.

Design, artwork and production:

Photo credits: PhotoAlto; Cyrus Cornut/Dolce Vita/Picturetank; Alamy/Hemis.fr; John Lund/Blend Images;

Veolia Environnement photo library (Salah Benacer; Olivier Culmann/Tendance Floue; Rodolphe Escher; Olivier Guerrin;

Stéphane Lavoué; LUAS Eco Calculator; Christophe Majani; Cyril Massenet; Mitteldeutsche Regiobahn-Joachim Donath/

BVG; Stuart Morley; François Moura/Andia; NordWestBahn; OCTA operation/Erik Zandhuis; Jean-François Pelegry;

Jean-Marie Ramès; Didier Robcis/Interlinks Image; Dhiraj Singh-Polaris/interlinks Image; John Spaulding /Veolia

Transportation; Bruno Stevens/Interlinks Image; Anna-Feliza Sy/Veolia Transportation).

Infographics: Idé.

Production manager: Jean-Claude Le Dunc.

Printed by: Stipa.

To respect the environment, this document was printed by a printer holding

the “Imprim’Vert®” label using plant-based inks on FSC™ certifi ed X-PER paper

that holds elemental-chlorine free (ECF), pH neutral, and heavy metal absence

guarantees, and is made of fi bers sourced from well-managed forests.

24 Veolia Transport


Veolia Transport

36-38, avenue Kléber

75116 Paris Cedex, France

Tel.: +33 (0)1 71 75 00 00

www.veolia-transport.com

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