TRANSDEV
AT THE HEART OF MOBILITY
Innovation
through
successful
partnerships
16
FALL
2015
4
Connected
mobility
22
REGULATED OPENING UP OF
REGIONAL RAIL LINES:
WHAT’S THE CURRENT STATUS?
Contents -
- Contents
16
18
2
Editorial
INNOVATION, THE DRIVER
OF OUR SUCCESS
8
4
What’s new?
REGULATED OPENING UP
OF REGIONAL RAIL LINES:
WHAT’S THE CURRENT STATUS?
6
Success stories
8
Report
24 HOURS IN STOCKHOLM
WITH FLYGBUSSARNA
IN THE PROVENCE-ALPES-CÔTE
D’AZUR REGION, TRANSDEV
REVITALIZES INTERURBAN
TRANSPORTATION
16
By your side
INNOVATION THROUGH
SUCCESSFUL PARTNERSHIPS
18
Solutions
that work
BIKES BY TRANSDEV
TRANSDEV live
AT THE HEART OF MOBILITY
Content Manager: Dominique Wood - Editorial Manager:
Cécile Duval. Editor-in-chief: Isabelle Debergue.
Editorial assistant: Leslie Papillot.
Our thanks to all the members of the editorial committee and
contributors. Photo credits: © 2013 by www.foto-bartl.de,
All Rights Reserved, Suzanne Blanchard, Christian Bruchet,
Gustav Brundin, Cap Calaisis, Jean-François Deroubaix, Joachim Donath,
Franck Dunouau, David Einar, Olivier Ezratty, Syrian Gropius, isilines,
Frédéric Le Lan / Communauté d’Agglomération de La Rochelle,
Masterfile, © J.Ryniuk/ Interlinks Image, Michael Schwager, Seoul Line 9
Operation, Société du Grand Paris, Tequilarapido, Transdev.
Illustrations: Olivier Bellefond.
This document is printed on FSC-certified paper made from 100%
recycled pulp by an Imprim’Vert-labeled professional.
N° ISSN 2430-2406
Design-production-editing:
12
20
Sign of the times
WHEN THE ECONOMY
BENEFITS EVERYONE
22
22
It’s tomorrow
CONNECTED MOBILITY
24
They are Transdev
TRANSDEV live
I1
Editorial -
- Editorial
INNOVATION, THE DRIVER
OF OUR SUCCESS
In a context of the changing use and far-reaching transformation
of mobility, Jean-Marc Janaillac, Chairman and Chief Executive Officer
of Transdev, is keen to place innovation at the heart of the Group’s strategy
serving its performance and growth, but above all serving
its customers and passengers.
JEAN-MARC JANAILLAC,
CHAIRMAN AND CHIEF EXECUTIVE OFFICER, TRANSDEV
We are continuing
to improve our core
business by seeking new
keys to performance,
by focusing increasing
amounts of energy on
our local authority
clients and by looking to
understand the changes
they are facing.
2 I TRANSDEV live No. 2 - Fall 2015
What is the position of innovation in
Transdev’s strategy?
Jean-Marc Janaillac: It occupies a major position.
After having reached a very significant milestone
in our recovery, we will now be preparing the
“follow-on” stage involving an ambitious
innovation policy aimed at increasing our market
share. On one hand, we are continuing to improve
our core business by seeking new keys to
performance, by focusing increasing amounts of
energy on our local authority clients and by
seeking to understand the changes they are facing,
advising them and proposing innovative solutions
adapted to their challenges and their regions.
On the other hand, we will look to invent and
develop new business, and trial new breakthrough
solutions. As the boundary between public transit
and personal transportation gradually fades,
the overriding trend for the coming five years,
we will need to rethink our businesses. It is in this
new field opening up today that tomorrow’s
value will be created.
What are the strengths of a company like
Transdev in the area of innovation?
J.-M. J. Our determination and our organization,
which moreover go together.
Our determination to free up our energies and
imaginations, and to launch new initiatives while
accepting that we may make mistakes as we
innovate. Then, our organization which avoids
being too centralized; in a multi-local business like
ours, I do not believe in centralizing innovation.
Our operations are our laboratories, and in fact
today we have five major centers of excellence that
are totally connected to our networks: Issy-lesMoulineaux, Aix-en-Provence (both in France),
Pasadena (in the United States), Hilversum (in the
Netherlands) and Helsinki (in Finland). Although
some projects, those built around rupture
technology, must be kept apart from
the everyday to succeed. Finally, I would add
the enthusiasm of a team keen to take up the
challenge: generally, in situations of radical
and brutal change to business such as we have
begun to experience (disruptive, as it is called),
the large groups in place tend to lose the battle.
The boss of IBM said, “Who said elephants can’t
dance?” I, too, believe that they can.
What is your strategy and what are your
main avenues for developing innovation?
J.-M. J. Our strategy is based on our vision of
tomorrow’s mobility, which can be expressed by
the concept of “Mobility as a Service,” that is,
provide mobility in which passengers will no longer
have to choose between public transit and personal
transportation, but rather they will have access to a
range of solutions. This offer will provide them with
access, everywhere and in real time, to mobility
that is door-to-door, seamless, personalized, safe,
affordable, community-orientated and ecological,
I might even add “fun.” It is also based on a finding
that is now completely self-evident: most radical
change in mobility is brought about by digital
developments. For example, for us, digital and
innovation are closely linked, whether in the area
of continuing innovation, maintenance, safety,
customer knowledge or passenger experience,
or even more disruptive innovation based on
opportunities arising from the use of digital
services and new technology (shared transport,
national reservation platforms, etc.). Finally,
the last avenue of research and development
is the energy transition, and more particularly
electric or sustainable propulsion.
How can innovation be made a real growth
driver?
J.-M. J. By having a concrete and non-theoretic
approach to innovation, close to the business
and totally integrated into our activities. This is
a deep-felt conviction shared by everybody at
Transdev. Within the Performance Department,
with the creation of the Transdev Digital Factory,
an experimental and incubation center specifically
for disruptive innovation and which brings
together our top internal digital expertise,
we are working on disruptive topics and forming
partnerships with start-ups that contribute a lot
to the effervescence of technological innovation.
They enable us to pursue the development
of certain ideas as yet in their formative stage.
Under the impetus of the Strategy Department,
tasked with boosting and disseminating innovation,
innovation is brought to life and develops
throughout the company. Our aim is to ensure
the emergence of the greatest number possible
of innovation projects, both external and internal,
to promote them and increase their visibility within
our teams, test them on a large scale and in various
contexts, and then to rapidly improve them
by pooling resources and experience feedback
in order to transform them into concrete and
reproducible solutions.
-
TRANSDEV live
I3
What’s new? -
- What’s new?
REGULATED OPENING UP
OF REGIONAL RAIL LINES:
WHAT’S THE CURRENT STATUS?
Schedule changes, difficult negotiations, and problems with technical and political
harmonization: the opening up of passenger rail transportation to competition has
since 2009 become a real can of worms. The views of two Members of the European
Parliament, Michael Cramer and Dominique Riquet, about this sensitive issue.
Why would you be in favor of opening up the
rail market, especially in France?
Michael Cramer: In my view, we must avoid being dependent on
the goodwill of a monopoly business, whether public or private.
Experience everywhere in Europe has shown that these companies
often tend to neglect their customers’ needs. The cancellation
of numerous regional, international and night train services
is a clear illustration of this. For this reason, I am advocating the
controlled opening up of the market, tied in with very strict social
and environmental rules.
What measures have been included in the
fourth “rail package?”
M. C.: The measures covered two areas: the technical aspects
for the technical and structural harmonization, and political
measures that deal with the opening up of the market and governance of rail companies. We reached an agreement last June between the European Parliament and the Member States on the
technical aspects, by devolving the central role to the European
Railway Agency, the keystone of the new system. Meanwhile, national governments have still not managed to come to an agreement on the political issues.
Opening up competition on regional railway
markets seems to divide the Member States.
How can they be convinced of its usefulness?
Dominique Riquet: Of all transportation modes, we note that rail
is the only one for which passenger numbers are stagnating, even
declining (by around 6% for passenger transportation and 10% for
freight). It is also the mode for which the least progress has been
made in opening it up to competition. This ecological and economic mode of transportation will only regain its attractiveness
through a thorough reform of its governance, the end to monopolies, the creation of a unified European network and an investment
program aimed at standardizing rail rolling stock and infrastructure.
There is an urgent need for reforms in order to counter international competition, especially from Japan and China.
What are the priority projects that the EU
should finance under the Juncker Plan to
stimulate growth and support the rail industry?
D.R. : Above all it should be stated that the Juncker Plan does not
involve granting subsidies. It proposes financing mechanisms that
are only valid for projects that will generate a sufficient return on
investment. That excludes many projects in the rail sector, which
by definition are a loss-making. However, we can be allowed to
hope that some routes may benefit from this Plan.
4 I TRANSDEV live No. 2 - Fall 2015
The rail market has already been successfully
opened up in Sweden and Germany. In France,
what can future regional presidents expect?
D.R. : The attitude of the French regions to opening up the TER
(regional express train) network to competition has changed
dramatically in the past two years. We have gone from open
hostility to relative openness because of their deteriorating
relations with SNCF (French national rail company), compounded
by increased budgetary pressure. I also think that the regions
have understood that the revival in rail’s attractiveness, which it
so sorely needs, will be driven by the arrival of alternative operators
alongside SNCF.
In December, Paris will host the COP21
environmental conference. As European
parliamentarians, what are your expectations of
this event? What message should Europe bring
to the table?
M. C. : With public transit, we can reconcile mobility and climate
protection. We cannot ignore the fact that since 1990, CO2 emissions have increased by 28% in the transportation sector, whereas
they have decreased by 32% in industry and 22% in households. It
is obvious that we need to focus on a different sort of mobility.
As 90% of trips by train are for less than 50 km, we need to begin
by changing everyday behavior, rather than focusing on major
infrastructure projects – such as the Lyon-Turin route – which will
only have an effect in the very long term and for a limited number
of passengers.
“If Europe opts
for controlled
competition,
the authorities will be able
to choose between several
operators placing them
in a stronger position.”
MICHAEL CRAMER – GROUP OF THE GREENS/EUROPEAN
FREE ALLIANCE – GERMANY
THREE SUCCESSFUL EXAMPLES
OF OPENING UP THE MARKET
IN EUROPE
SWEDEN
with Kustpilen
In 2008, Sweden contracted Transdev to operate two of its rail lines in
the Kustpilen regional network: 19 stations, 34 trains per day, seven days
a week, transporting 500,000 passengers a year.
Food services and ticketing are provided on board the trains. The team
has 84 employees, of whom 34 are drivers. This six-year contract is worth
€10 million/year and includes penalties for four criteria: maintenance, late
or cancelled trains and cleanliness. The results of a 2013 survey revealed
that passengers are satisfied: 92% felt safe and 94% stated that the employees demonstrated a good service ethic. The contract was renewed
in 2014 for a further six years.
“It will take more than
a decree to open up the
market. The employment
conditions will need to
be harmonized, infrastructure
management separated from
operations, and a strong regulatory
authority introduced.”
DOMINIQUE RIQUET – GROUP OF THE ALLIANCE OF LIBERALS
AND DEMOCRATS FOR EUROPE – FRANCE
IN THE STUTTGART REGION
with the Schönbuchbahn line
On October 31, 1995, Transdev won the contract to reopen the regional
Schönbuchbahn line near Stuttgart. Covering renovation of 17 km of track,
the construction of bridges, security at 12 stops and stations as well as
providing access for reduced mobility passengers, the specifications also
stipulated increasing the speed and a high level of compliance with on-time
services. The targets have been clearly met: service speed of 80 km/h instead
of 50; 98.7% on-time services, and 8,800 passengers in 2015 compared with
4,090 in 1996. In November 2009, the contract was extended and renewed.
It now includes complete electrification of the track to reduce travel time
and improve the line’s environmental impact.
IN BAVARIA
with Meridian
On December 15, 2013, Bayerische Oberlandbahn GmbH (BOB) started operating
the “E-Netz Rosenheim” network under
the new Meridian brand. This new
12-year contract concerns three lines serving routes between Munich and the main
cities of Salzbourg, Kufstein, Holzkirchen
and Rosenheim, together with around
30 intermediate stations, contributing to
the regional strength of the Free State
of Bavaria. The number of routes has increased by 50%. Many additional services
are provided: various ticketing options, and
multifunction areas in most trains, 13 customer service centers, and a call center
open 24/7. The transportation capacity
has been improved with 35 new EMUs (electric motorized units) able to transport
30,000 to 50,000 passengers a day.
TRANSDEV live
I5
Success stories -
UNITED STATES
Cincinnati, Ohio goes
for Transdev
Despite strong European and American
competition, Transdev has just been awarded
the contract for the streetcar (light rail) line in
Cincinnati, Ohio. It will have 18 stops along its
3.6 mile (5.8 km) route and will provide service
to the city’s main downtown areas. The line
will also interconnect with the bus service. This
five-year contract, with the potential for
extension, will commence in September 2016
when the line opens. It covers operation
management, streetcar and infrastructure
maintenance, and safety. Worth $38 million, it
is a fine victory for Transdev, a historic operator
of this type of transit.
FRANCE
Go for isilines!
On July 10, isilines opened its first routes to
holidaymakers. In anticipation of the
publication of France’s Macron Law, isilines
welcomed its first passengers early this
summer. Fully owned by Transdev, the isilines
brand currently operates 17 routes between
50 cities in France. Under the umbrella of
Eurolines, which already transports more than
three million passengers a year in Europe and
Morocco, isilines is committed to providing a
premium service using upscale vehicles with,
among other things, broadband Wi-Fi, power
outlets and USB sockets, and entertainment
programs, all at competitive price. The service
has proven extremely successful with almost
1,000 bookings a day since its introduction.
6 I TRANSDEV live No. 2 - Fall 2015
- Success stories
FRANCE
All aboard for the
Grand Paris Express
Transamo has just been selected by Société
du Grand Paris to work with SNC Lavalin,
Assistant Project Manager, on the construction
studies for the future Line 18. This 35-km line with
nine stations will be fully automated and initially
provide a connection between Orly Airport and
the Saclay Business Cluster, before being
extended to Versailles. Alternating between
tunnel and viaduct structures, Line 18 will provide
fluid transportation for 100,000 passengers
between the Essonne, Yvelines and Hauts-deSeine departments in the outer Greater Paris
region. Transamo will start work on the first
section of the project in October 2015 scheduled
for completion in 2025, and then through to 2030
for the second section.
GERMANY
Stepping up our presence
in Germany
On June 8, 2015, ZVMS contracted the
operation of the Mittelsachsen network to
Mitteldeutsche Regiobahn, a Transdev
subsidiary in Germany. This is an excellent
victory for the Group given that its main
competitor for the contract was the historic
operator Deutsche Bahn. With revenue of some
€30 million a year, several thousand trainkilometers and latest generation rolling stock,
Mittelsachsen is without doubt the biggest
contract the Group has won in five years. Coming
hard on the heels of the ten-year contract
to operate the Leipzig regional train service
signed in March 2015, this success is confirmation
of the Group’s rail expertise and also positions
Transdev - Mitteldeutsche Regiobahn as one
of the leading rail operators in Saxony.
TRANSDEV live
I7
Report -
- Report
24 HOURS IN STOCKHOLM
WITH FLYGBUSSARNA
Airport shuttle company Flygbussarna Airport Coaches, a Transdev
subsidiary in Stockholm (Sweden), operates fast and reliable services,
day and night, between the Swedish capital and its various airports.
“When I train new drivers,
I obviously emphasize the need
for calm and safe driving, but also
the importance of welcoming
our passengers with a smile when
they board the bus.”
MARIA ÖSTERBERG, DRIVER
Mehdi Sahamy, driver, focuses above all on customer safety.
3.00 am
Thursday, 3 September. Downtown
Stockholm, Cityterminalen bus station. A cold
wind sweeps down the street flanking the terminal
and there’s not a soul in sight. On the second floor
of the Flygbussarna central control station, the
Traffic Manager Lars Alström is already at work. His
task is to plan the day ahead, organize the teams
and dispatch the coaches.
3:30 am
The first passengers are starting to
arrive to catch the shuttle to Skavsta Airport that
caters to budget carriers and to which the first of
the morning’s buses leave. The customer service
agents are already in place to direct them.
“Passengers are often stressed by the fear of missing
their flight. That’s why we have teams at the station
to provide them with precise information, calmly
8 I TRANSDEV live No. 2 - Fall 2015
and with a smile,” explains Björn Grane, Manager of
the Flygbussarna office at the bus station. Each day,
Björn begins his day with breakfast in the staff room
just as the night shift employees are having their
lunch. A good way of keeping abreast of the latest
events chatting with each person individually.
9.00 am
The agents gather for their morning
meeting. John Daoud, Operations Manager,
explains that the computer system’s firewall has to
be replaced and all online services will be unavailable
from 8.00 pm that evening. As the bulk of sales are
made on the Internet, John finds it difficult to hide
his concern. “Sales will be down for half an hour,”
he explains. We’ll have to focus on ticket office
accessibility so that customers can still purchase
their tickets easily.”
“When a customer
is stressed and fears
missing his or her
flight, often you simply
have to reassure them
by saying that another
bus will be along
in five minutes.”
SARA BERGENHEIM, CUSTOMER SERVICE AGENT
TRANSDEV live
I9
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FLYGBUSSARNA,
IS:
7
AIRPORTS SERVED
AROUND
STOCKHOLM
75
9.35 am
After the morning meeting, Björn
hurries downstairs to catch the 9.40 bus that
will take him in 20 minutes to Bromma Airport.
If he misses it, it’s not a problem, as another coach
will arrive shortly after. Flygbussarna’s success is
in part due to this high service frequency, like
the metro.
9.45 am
The bus Björn is travelling has the
experienced Mehdi Sahamy in the driver’s seat.
The onboard loudspeaker is reminding passengers
to attach their seatbelts. There are not many
accidents, but traffic is difficult in Stockholm. “The
passengers’ trust is my number one concern. They
must be able to count on us to get them to their
destination safely and on time,” he explains.
VEHICLES
80%
OF THE BUSES RUN
ON BIODIESEL
“Good customer contact is the key to commercial success.”
Björn Grane, Agency Manager.
A BUS EVERY
10 MINUTES FOR
ARLANDA AIRPORT
The driver of one of the coaches has
reported that an accident has occurred on his
route and that he risks getting stuck in a traffic jam.
To avoid his passengers being late, he calls the
central traffic control room where the dispatcher
Roger Nilsson suggests an alternative route.
7.20 pm
5.15 pm
3.00 am The elegant silhouettes of 18 shuttle
This evening, John Strand and Zakaria
Abna-Aissa are invited to a meeting in
Sundbyberg, in suburban Stockholm, to present
the new direct route between Arlanda and Bromma
airports. “The municipal contractors will be present
as this new route is a major economic plus for them,”
they explain.
The weak fall sun is setting over
Stockholm. At the bus terminal, the nightshift
customer service agents are at work. They manage
the coming and going of the buses as some go back
to the depot and others return freshly cleaned
and refueled.
buses gleam in the darkness behind the bus station.
The night driver slips on his uniform and gets in
behind the wheel ready to welcome on board the
passengers arriving on early morning flights. The
clock currently says exactly 3.30 am, Flygbussarna
is back on the road.
-
420
10.00 am
Mehdi pulls his bus up to the stop
outside Bromma Airport where Customer Service
Agent Erfan Jalilian is busy providing information
to a businessman. “In fact, many business people
take our shuttles rather than a taxi,” says Erfan,
“because they go directly to downtown stock on
Stockholm and are much cheaper than a taxi.”
10 min
4.38 pm
EMPLOYEES
“It’s obvious that we are
available in the terminal
for our existing customers, but
we are also there for our potential
customers, the people who are not
traveling with us that day.
By being pleasant to them, there
is a greater chance that they
will choose us for their next trip.”
Zakaria Abna-Aissa, Sales & Marketing Manager, joined the company 14 years ago.
1:o0 PM At the Flygbussarna agency, at the bus
station, Zakaria Abna-Aissa, Sales & Marketing
Manager, is getting ready to go to a meeting.
“Initially, customers come because of the price and
service frequency. Then, they come back because
of our warm welcome and attention to service,” he
says. Zakaria knows what he is talking about because
he has been working for Flygbussarna for 14 years
first as a Customer Service Agent, then as a Driver,
Dispatcher, Site Manager and now Director.
KARI KARKE, CUSTOMER SERVICE AGENT SUPERVISOR
Sweden’s most dynamic
coach company
4.00 pm
In Stockholm, traffic is starting to
slow down. To combat pollution, Flygbussarna
shuttles run on biofuel. Yet, there is no law obligating
companies to do this: each transportation company
is free to choose the type of fuel it wants to use for
its vehicles.
JOHN STRAND, CEO OF FLYGBUSSARNA
“
Morning meeting.
Customer service agent Erfan Jalilian providing information
to customers wanting to go to Bromma Airport.
Flygbussarna has been operating for 25 years.
At airports, our gray buses with their characteristic
rainbow, have become so popular that the competition
is finding it difficult to gain a foothold. We provide
a practical and affordable alternative to taxis and
private vehicles, our main competition. Today, we have
entered a new growth phase. In March, we started up
a direct route between Arlanda and Bromma airports,
with 520 departures a week. This route targets business
travelers in particular but it is also very useful to
a lot of locals who work or live along this new route.
There are seven buses on this new route for which
we recruited 40 people. It only took two and a half
months to create the new route, from concept
to service start-up. This is quite a feat that has
certainly contributed to embedding our reputation
as ‘Sweden’s most dynamic coach company’.
”
Biofuel is a logical choice.
10 I TRANSDEV live No. 2 - Fall 2015
TRANSDEV live
I 11
Report -
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IN THE PROVENCEALPES-CÔTE D’AZUR REGION
TRANSDEV REVITALIZES
INTERURBAN TRANSPORTATION
Using a smart strategy and coordinated rollout of the Group’s expertise,
in just a few years, Transdev has managed to turn the seven regional
express lines it operates into a major contributor to intermodality
in the Provence-Alpes-Côte d’Azur (PACA) Region.
T
he Forcalquier depot, Alpes-de-Haute-Provence. A coach
operated by Brémond, a subsidiary of the Transdev group,
is ready to depart. Joël Prémont, a multitasking driver
for interurban transportation and school bus runs, has
been working for Brémond for eight years and knows the
100 kilometers of the Forcalquier-Manosque-Aix-Marseille
“LER 25” regional express route inside out.
“Ever since Transdev took over operations, ridership has been
growing. Indirectly, this means we have more responsibilities
on board, because the drivers represent both the local
authority and the company on-board interurban coaches.
“While the provision of services
is a major aspect in increasing
the network’s ridership, the
introduction of new services
throughout the passengers’ trip
needs to generate more loyalty.”
SÉBASTIEN ROGER, TENDER PROPOSAL PROJECT MANAGER
FRANCE – SOUTH ZONE DIRECTION
12 I TRANSDEV live No. 2 - Fall 2015
We are what drives the relationship of trust between the customer and the company, especially in terms of the quality of our
customer contact,” explains Joël.
Steady growth
Autocars Brémond, Sud-Est Mobilités, Transdev Dauphiné and Cap
Provence are four interurban transportation companies managed
by Transdev in the PACA Region. Comprising express motorway
routes, express regional routes and multimodal express routes, they
play a crucial role in transporting passengers to rail stations and airports. The seven routes crisscross the region’s five departments and
alone account for one third of the interurban regional road network.
But what makes these seven regional express routes stand out today
is their steady growth since 2007, and especially since they were
taken over by Transdev five years ago. “In 2014, our routes transported around 400,000 passengers, that is, 37% of the regional
network’s ridership. Revenue has jumped from €4 to €6 million
in four years, a 50% increase,” explains Sébastien Roger, Tender
Proposal Project Manager at the France - South Zone direction. This
significant growth is echoed by the level of passenger satisfaction:
according to the latest annual survey performed in November 2014
involving a representative panel of passengers transported every
day, 91% of the customers say they are satisfied with the
services provided. • • •
TRANSDEV live
I 13
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“The regional express
routes are crucial in the
transportation chain.”
JEAN-YVES PETIT, VICE-PRESIDENT FOR
TRANSPORTATION AND ECO-MOBILITY,
PROVENCE-ALPES-CÔTE D’AZUR REGION
The Regional Council is intent on
improving regional services by
increasing the density of the public
transportation services provided,
especially in the hinterland, and by
developing new multi-modal
transportation chains. Given this stance,
the regional express routes, such as those
operated by Transdev, are crucial for
providing the link with the other modes
of transportation, in particular with
the rail network. Transdev has clearly
understood this and has demonstrated
a significant capacity for innovation in
adapting its services and making them
increasingly relevant, reliable and
attractive. Moreover, the Regional
Express Route network benefits from 93%
“Quality” compliance and its progress in
the area of digital services has attracted
new customers. Transdev is also working
completely transparently with us and
keeps us informed daily of the slightest
incident. This is fundamental for a public
authority like ours. Additionally, we don’t
feel we are dealing with a group but
rather with a network of coordinated local
operators, which is highly appreciated.
”
TRANSDEV
IN THE PACA
IS:
7
FIXED INTERURBAN
“REGIONAL EXPRESS
ROUTES”
100
ALMOST
EMPLOYEES OF WHOM
85
35
ARE DRIVERS
VEHICLES
OF WHICH 17 ARE
COACH RAPID TRANSIT
•••
Standardize methods
In order to kick-start this continuous growth dynamic, Transdev
first opted to adopt a strategy kept under the radar. This meant
providing the four companies with the Transdev group’s resources and expertise but without overtly appearing as a “group” in order to maintain the companies’ roles as privileged local players in
the eyes of both passengers and partner institutions.
“It’s important for Transdev to stay in the shadows because, at the
local level, all these transportation companies have a history and
strong identity,” explains Christiane Cei, Operations Manager for
Autocars Brémond.
This position aside, what concrete measures were taken to reinvigorate the routes? Transdev began by creating a Tender Project
Manager position to coordinate the technical and commercial
actions for the seven routes of the Regional Express Route network
and provide the interface between the Group, regional authorities
and the four companies.
With this new organization in place, the provision of services on
board was then improved on each of the seven lines at the end of
2013 and timetable frequencies increased with the creation of one
or two new additional daily services. The most recent customer
satisfaction survey still reveals that the frequency still needs to be
further improved together with the level of comfort for waiting
passengers at many of stops along the routes. Then, to speed up
the services, the company revised the actual routes and the least
useful intermediate stops were removed. Reflecting the partnership approach adopted, inter-modality was also reviewed in order
to connect the regions more efficiently with TGV stations and
regional airports, in particular Marseille-Provence (see box).
Finally, a new fare structure, designed by the Provence-Alpes-Côte
d’Azur region and based on the “Zou!” map, was introduced to
make interurban transportation financially more accessible, which
naturally has had the effect of attracting new riders.
-
Romain Wino, Marketing Manager for Marseille-Provence Airport.
Intermodality, a crucial key to growth
The Marseille-Provence International Airport, served by one of the seven Regional Express
Routes operated by Transdev, is the ultimate symbol of the importance of intermodality today
for the development of regional express routes. The third most important regional airport in
France with 8.2 million passengers a year, behind Nice and Lyon airports, Marseille-Provence
Airport has seen the modal share of interurban road transportation double in seven years from
8% in 2007 to 15% today, that is, one passenger out of six. For some flights, this ratio can even
be as high as one passenger out of three. This strong trend is linked to the growth of air traffic
but also to behavioral changes. “Today, passengers calculate their airfare overall by adding in
the cost of transportation to the airport,” explains Romain Wino, Marketing Manager for MarseilleProvence Airport. As a result, 40% of interurban network passengers come from regions located
within one to two hours’ road travel from the airport. “An airport’s accessibility has become a
major selling point for airlines. This explains the extremely proactive attitude we have adopted
in developing the Regional Express Routes and interurban networks in partnership with local
authorities,” adds Romain Wino.
14 I TRANSDEV live No. 2 - Fall 2015
Network 2.0
The digital revolution has led Transdev to replace half its 35 vehicles
with 17 new coach rapid transit services. Infrared coach ticket readers,
bankcard payment terminals, Wi-Fi, USB sockets and 220V power
outlets, and digital press: for passengers, the environment on board
is like that of a truly connected home. Note also that all vehicles now
comply with the Euro 5 and Euro 6 standards, the most demanding in
terms of pollution emission reductions. And to cap off this high level
of service approach, several innovations derived from the Group’s
expertise are now being deployed under the guise of support functions.
For example, an e-boutique produced by Altibus, Transdev’s subsidiary
in the Alps specializing in designing online booking portals, has been
created in conjunction with the Region and other partners, similarly
a Regional Express Route Facebook page has not gone unnoticed:
with three or four publications a week since it was created in mid-April,
it has already attracted 775 fans.
TRANSDEV live
I 15
- By your side
à vos côtés In Grenoble with SEMITAG
Working hand-in-hand.
Since 2013, Transdev, SMTC (Joint Syndicate for
Public Transit in Greater Grenoble) and SEMITAG
(a mixed economy company) have been involved
in a collaborative project to encourage performance and innovation together with the Grenoble Mobility Lab.
Based around five progress-orientated subjects – intermodality, accessibility, sustainable development, the citizen-passenger and
the collaborative era – this laboratory aims
to improve the network’s attractiveness and
ridership. It operates in project mode with teams
of people representing the network stakeholders and the local authority. So far, 11 projects are being examined, developed or in the
review stage. Two of them were particularly
significant in 2015: Monetrans which, for the first
time in France, enables payment by contactless bankcard aboard buses, and Chrono Augmenté which invites the residents of a neighborhood to share their ideas about change and
development. More than 1,000 proposals were
submitted by the neighborhood mediators in
just 45 days, and may serve as a model within
the context of environmental improvement for
the relevant bus route.
-
INNOVATION THROUGH
SUCCESSFUL PARTNERSHIPS
In France, the Netherlands, Finland and United States, Transdev is stepping up the
number of innovative services to provide increasingly efficient and intelligent mobility.
An approach it shares and develops jointly with local authorities, government bodies
and private companies. Close-up of three exemplary partnerships.
In Helsinki with Ajelo
Innovation reapplied
Based on the Helsinki model, Transdev North America
invested in Split at the end of May 2015. This on-demand
transportation service includes a fleet of cars rather than
city minibuses. The fleet has 50 private vehicles based
around a timetable chosen by the owner. Additionally,
18 permanent employees provide a few hundred trips each
day around part of Greater Washington. Since it was introduced, the network has seen ridership increase by 15% to
25% each week. Indeed, 75% of the Split users are repeat
customers and now, each customer books an average of
between three and four trips a week. A promising beginning that is giving Uber and Lyft, the city’s other two major
on-demand transportation services, a run for their money.
Surround yourself with the best talent.
Five years ago, the city in Helsinki wanted to improve mobility for its residents. A partnership was formed between Aalto
University and the Helsinki Transportation Authority to come up
with a response to this challenge. Several companies specializing in new technology were contacted. The Kutsuplus algorithm
and application put forward by the Ajelo consortium was unanimously selected. Thanks to Kutsuplus (Finnish for “Call plus”), it
is possible to roll out an on-demand minibus network to back up
the traditional bus network. Its operation is simple: customers
use their smartphone to order a trip on Kutsuplus and are instantly put into contact with a minibus. The closest pickup point, fare,
time of departure and arrival are also provided. This economic and
community-orientated mode of travel is solid proof that by calling
on external specialists, the Group can excel itself and stand out
against the competition. Transdev North America has also been
won over by this approach and, in November 2014, decided to acquire the Finnish Ajelo consortium and adapt its Kutsuplus system
for the local market.
-
16 I TRANSDEV live No. 2 - Fall 2015
“Working closely
with customers and
partners means
greater involvement
by everyone at
all levels, and
also means more
commitment and
greater risktaking. In this type
of collaborative
situation, you need
to be able to outdo
yourself at all
times.”
SOPHIE BOUCAUD,
MANAGER PROJECTS DEPARTMENT
AND TECHNICAL ASSISTANCE,
FRANCE, MIXED ECONOMY
DIVISION.
In the Netherlands with NOVB
Working together for greater efficiency.
All transportation operators in the Netherlands
had been developing smartcard payment since
2002 before becoming completely integrated
in 2013. Today, the ten public transport operators are again working together to move card
payment to a new 2.0 e-payment system called
MTicketing. Using the most recent technology,
it allows information to be centralized directly from transportation vehicles, stops and control centers. To ensure even smoother passenger
movement and perfect coordination, PTAs and
PTOs – public transportation authorities and operators – have established a joint organization called
NOVB (National Committee for Public Transportation). All operators have clearly understood the
advantage of this Smart Payment system and are
deeply committed to seeking the most efficient
solutions. Still in the experimental stage at present, MTicketing could eventually be supported
by mobile phones. NOVB and the operators are
currently negotiating with banks to issue bankcards including an MTicketing function. In the
next phase, passengers would simply need to
scan a barcode or flash code to pay for their travel
making their journeys easier and simpler.
-
“All transportation
operators have clearly
understood the
advantages of Smart
Payment and are working
together to find the most
efficient solutions.”
GOSSE VEENSTRA,
DIRECTOR MARKETING AND DEVELOPMENT,
CONNEXXION.
TRANSDEV live
I 17
Solutions that work -
- Solutions that work
BIKES
BY TRANSDEV
Bicycles are a flexible and accessible transportation mode as well as being good for
your health and the environment. Their popularity has never been greater than today.
Veloway, a Transdev subsidiary, is living proof.
A
lready well embedded in everyday life in northern Europe and
Asia, urban bicycles are winning over an increasing number of
French city dwellers. Many local authorities now want to include
this mode of soft transportation in their overall transit plan. This
approach is, moreover, being supported by the government, in particular
through France’s PAMA (Action Plan for Active Mobility), introduced on
June 3, 2013, which encourages walking and cycling. With Veloway,
Transdev is providing a comprehensive and innovative solution to these
new expectations.
Towards increasing complementarity
“Cycling is the fastest way to cover up to 5 km in town,” explains
Bernard Gouy, Director of Veloway. “Now, to get from point A to
point B, it’s logical to combine all modes of transportation available:
bus, metro, train, light rail, walking and cycling. Our aim is therefore
to integrate these modes of soft transportation to provide a
comprehensive service for our local authority customers,” he added.
Created in 2007, Veloway has continued to expand its range of
products and services.
Today, cyclists are provided with three main services: bike rental in
an agency, secure bike parks and self-service bikes, some of which
are electric. To encourage this intermodality, other services and
products are being explored and partnerships are being formed to
devise the soft transportation of the future. Bikes, electric scooters,
Yikebike*, and so on. Veloway has only just begun to change the face
of urban transportation.
* An ultra-light folding electric bike.
18 I TRANSDEV live No. 2 - Fall 2015
18 CITIES UNDER CONTRACT
3,521 SELF-SERVICE BIKES
6,280 BIKES RENTED THROUGH CUSTOMER AGENTS
1,606 SECURE BIKE PARKING SPACES
Vél’in is a truly
complimentary addition
to our transportation
services.
PHILIPPE MIGNONET, PRESIDENT OF SITAC
AND THE DEPUTY MAYOR OF CALAIS
RENTAL THROUGH A CUSTOMER AGENT
For medium and long-term rentals, the network’s
agencies provide a range of services. In addition
to rental contracts, they provide comprehensive
and personalized assistance for cyclists when
they come into the agency: a wide choice of bicycles,
rental of accessories, maintenance, antitheft
markings, advice, etc.
While the project had many detractors
at the outset, its success
was nonetheless immediate. Despite
the weather not always being amenable,
Vél’in has 2,500 annual subscribers
and more than 100,000 rentals a year.
We must admit that the 38 stations are
strategically located and provide a truly
complimentary addition to our bus and
river services. Given the demand that
we have created, we will certainly have
to increase the number of bicycles!
”
-
SECURE PARKING
SELF-SERVICE BIKES
Close to stations or major transportation centers, secure bike
parks provide well-maintained and locked premises that are
only accessible by using a subscriber card. Each entry and exit
is electronically controlled. Additional services can also be
provided: self-service bike cleaning stations or tire inflation
checkpoints.
Self-service bike stations provide broad coverage of the most
frequent routes connecting residential neighborhoods with
employment and leisure areas. The bikes are accessible 24/24,
generally for short periods of one to a maximum of several
hours. Electric self-service bikes are also available in Vannes
Différents moyens de paiemen
sont possibles.
and soon in other cities as well.
TRANSDEV live
I 19
Sign of the times -
- Sign of the times
They believe in the collaborative economy
7
forms of
emerging
consumption
on average have
been practiced
by French
consumers
in the past
12 months.
27%
of the French
population have
used ridesharing
this year.
19%
of the French
population
who rented a
car in the past
12 months use
a collaborative
or community
service.
Figures provided by the French
Observatory of emerging
consumption (ObSoCo,
Maif, La Poste). Published in
September 2015.
20 I TRANSDEV live No. 2 - Fall 2015
WHEN THE ECONOMY
BENEFITS EVERYONE
Direct online sale or rental of houses and apartments between
homeowners, car-pooling with the arrival of the crisis and
the emergence of social networks: collaborative consumption
is a boom sector. Explanations of an economic model that is becoming
increasingly common and could have a disruptive effect
on the mobility sector.
W
hile the expression “collaborative
economy” is used quite freely today, it
actually covers various definitions. “If
you had to take just one, I would say that,
in opposition to a conventional economy based on
acquisition by a customer to the benefit of a seller, the
collaborative economy is a horizontal economy that
benefits everybody,” explains Nathalie Damery,
co-founder of ObSoCo.* Under this new approach, the
notion of use has taken over from that of ownership.”
Today, all sectors are involved and driven by one common denominator: a considerable volume of potential
“consum’actors” and the capacity for very rapid growth.
Tripad v isor, leb oncoin and more re centl y
airbnb or mymajorcompany are just a few of the more
significant examples. Moreover, these start-ups are
* French Observatory of emerging consumption.
generating considerable interest among markets and
investors, and have the capacity to raise significant
capital funds. The largest among them are valued at
several million dollars.
Towards shared mobility
With 20 million subscribers and 200% growth, BlaBlaCar
is a prime example of this type of success in the crucial
and everyday area of mobility. Car-sharing, bike-sharing,
shared shuttle, on-demand transportation, dedicated
apps, information websites, participative websites,
forums, etc.: these new services have become critical
for transportation companies that now have to come
up with increasingly inventive ways to attract customers
and be present in these new modes of consumption.
Products and services are growing apace, but the
possibilities are limitless and everything remains to be
invented.
A DIFFERENT
CULTURAL APPROACH
ENCOURAGE NEW
INITIATIVES
ATTUNED
TO TRENDS
USE RATHER THAN
OWN
ANTONIN LÉONARD
CO-FOUNDER OF OUISHARE.
PARIS
BRIGITTE DESVEAUX
VICE-PRESIDENT,
LA ROCHELLE GREATER
URBAN AREA, RESPONSIBLE
FOR TRANSPORTATION
AND MOBILITY
CHRISTINE PEYROT
HEAD OF STRATEGIC AND
BUSINESS INTELLIGENCE,
TRANSDEV. PARIS
CÉLINE GUILLERY
AUTO BLEUE CUSTOMER. NICE
Created four years ago,
OuiShare is a non-profit
association with four areas
of activities: local community
events, idea laboratories,
project promotion and, finally,
helping more traditional
public or private stakeholders
move towards this new
economy. In concrete terms,
it aims to encourage contact
between the various
stakeholders in this new
ecosystem – entrepreneurs,
companies and consumers
– to define not just a new
economic model but above all
a different cultural approach.
Our first initiatives in the area
of shared mobility date from
1999. They were immediately
successful and have continued
to be so. With Proxiway*, we
now provide three different
services keyed into the
collaborative economy: the
Yélomobile car-sharing service,
Elcidis for city center parcel
delivery, and the P+R shuttle
service between car parks and
the city center. Each of these
services uses electric vehicles.
In the future, we want to
further improve their services
and encourage new forms
of more individual initiatives.
* A Transdev subsidiary
The collaborative economy
is having an increasing effect
on the mobility sector. After
BlaBlaCar, the leader for longdistance ridesharing and
now valued at $1.2 billion and
present in 17 countries, we
are now witnessing the rise
of Drivy and Ouicar in the
area of person-to-person car
rentals. Peer-to-peer services
are also flourishing in the area
of parking space rental and
short distance ridesharing.
In France alone, there are
around ten apps providing
business models (Ouihop,
Sharette, Karos, La roue verte,
etc.). These services now
occupy identified a share of
the mobility chain and it is up
to operators to incorporate
these solutions into their
transportation products
and services.
I’ve never been very keen
about owning a car.
The ratio between cost
and use has always seemed
disproportionate to me. That’s
why the Auto bleue solution, a
self-service electric car rental
service, suits me just fine!
I don’t have to pay for parking,
maintenance, insurance or
gas. My subscription allows
me to drive without any
restriction to go and get my
children from school every
day. No bad surprises, the
cars are always clean and
well maintained, and always
available at a station just a few
meters away from my home.
For me it is truly the ideal
solution.
What opportunities for?
“The collaborative economy is changing the way we live. In the past few years, we have
witnessed the emergence of services in traditional business sectors that we would never have
imagined sharing, such as banking and real estate.
With the digital environment, the rules have changed where expectations are concerned,
and new agile players are gaining a foothold on the market, transforming the very notion
of mobility,” explains Christine Colon, Director Innovation for the Transdev Group.
Transdev has several initiatives under way and other experiments are in the pipeline.
To quote just a few, they include: dynamic ridesharing, participative hitchhiking, taxi sharing,
and on-demand transportation for business parks using a real-time app. Local authorities
have totally integrated these new trends. These projects could well be the key to winning
new contracts.
-
TRANSDEV live
I 21
It’s tomorrow -
- It’s tomorrow
CONNECTED MOBILITY
A step ahead of the trend in Saint-Étienne
Bathroom scales that give you the weather, bracelets with a heartbeat function,
and of course smart phones: connected objects are far more than a simple trend;
they are a revolution forcing mobility stakeholders to demonstrate increasing
creativity. Explanations with Olivier Ezratty, Innovation Strategies Consultant.
C
The expert’s brief bio
Olivier Ezratty, Innovation
Strategies Consultant
A graduate of Centrale Paris school
of engineering, Olivier Ezratty began
his career in software development
at Sogitec (Dassault group). In 1990,
he joined Microsoft where he held
several positions, including that of
Marketing Director, through to 2005
when he became an independent
consultant. He is the author of
a guide to high-tech start-ups in
France, the “Guide des startups” and
publishes the “Opinions libres” (Free
Opinions) blog about innovation
strategies and policies.
onnected objects are increasingly
successful and should rapidly become the
norm. Cisco, the worldwide leader in IT,
is predicting the number of connections
to double by 2020, that is, from 20 billion to 50 billion in just five years. The Internet of objects concerns all aspects of everyday life: health, well-being,
leisure, general culture, economy and of course
mobility. But which tools are the best adapted to
information needs in the area of travel? What are
the connected objects that are about to become
our indispensable travel companions?
Never without my smartphone
Today, connected objects can be divided into three
families: those that provide information, those that
capture it and those that do both. That’s the case
of certain watches including the Apple Watch and
above all the undeniable star of them all, the smartphone. At present, it is the mobile equivalent of the
Internet box at home: multi-function, multi-channel
and a multi-use. It is a gateway providing a bridge
between the Internet and the objects we are
carrying on our person and generally connected
to it via Bluetooth. Mobility stakeholders are mainly focusing their attention on this object.
New allies for your travel
They are particularly interested in various tools:
apps that generate personal and interactive information and beacons. Geolocation beacons provide
an instant relay, recognized by passengers’ smartphone apps when they pass nearby. The challenge
is then to identify passengers’ expectations in order
to provide them with the best possible customer
experience. Predict their route, switch from one
mode of transport to another or react in real-time
in the event of an incident: connected objects
are another step towards an increasing level of
intermodality.
-
“The object with the greatest
connectivity potential is still
the smartphone. It is the only
one that can access 4G, Wi-Fi
and Bluetooth, and can interact
upstream with networks and
downstream with users.”
OLIVIER EZRATTY
MAKE OUR PUBLIC
TRANSIT NETWORK MORE
ATTRACTIVE
DEMONSTRATE
INCREASING
RESPONSIVENESS
GAËL PERDRIAU
PRESIDENT OF SAINT-ÉTIENNE MÉTROPOLE
MAYOR OF SAINT-ÉTIENNE
FLORIAN PFEIFFER
PROJECT MANAGER
AT CITYWAY, A TRANSDEV
SUBSIDIARY
“In order to encourage the use of public transit for
everyday travel, we need to provide a service in line with
today’s expectations both in terms of travel conditions
and services. This involves better access to information.
Saint-Etienne Métropole has engaged in a concerted
development and innovation policy around new digital
services. This approach is supported by our entire digital
ecosystem with its 750 companies, 10,000 jobs and
revenue of €1.5 billion. This unprecedented commitment
has earned our city the label of “Métropole French Tech”
prompting Transdev to choose us as a pilot site. The city’s
transportation network, STAS is therefore the first urban
network in France to provide an app for Apple Watch. With
our digital policy and this practical and intelligent tool, we
want to energize the city’s network, make it more practical,
and simple and pleasant to use, combined with the aim of
facilitating the use of public transit across our region while
at the same time embedding and building user loyalty.
This “urban transportation” app for Apple Watch is a new
illustration of the massive potential in the area of passenger
information and additional services. Other projects are on
the drawing board, creating new links between information
and mobility. One of these is a real technological
innovation and is expected to be rolled out in the second
half of 2016 with the arrival of the city’s new light rail cars.
These cars, as you will see, can be considered as real
connected objects... Check back next year!”
ALL STAS INFORMATION ON
YOUR WRIST, AND MORE BESIDES
First a website, then an e-boutique and various iPhone
and Android apps: the STAS network was the ideal
candidate to test connected transportation according
to Apple Watch. Using the precise specifications
provided by STAS and in less than one month, Cityway
developed an app that uses geolocation to provide an
answer to two major concerns of “mobile net surfers:”
transportation information about the upcoming stops
and dynamic guidance towards stops and nearby places
of interest, such as restaurants, shops and
public services.
22 I TRANSDEV live No. 2 - Fall 2015
BE A LEADING
NETWORK IN THE
AREA OF CONNECTED
OBJECTS AND
DIGITAL
NICOLAS BESSET
MARKETING
& SALES MANAGER FOR STAS
“Specialists in the
development of information
systems linked to mobility
at Cityway, we develop and
orchestrate the technology
that will enable users to
improve their customer
experience and for customers
to provide a better service
to passengers. This demands
perfect knowledge of each
device, but also a sense of the
future. For example, for the
Saint-Étienne network app,
our brief was to develop an
app for the Apple Watch, but
without it, because it hadn’t
been released on the market
at that stage. And all that in
just one month! In the area of
connected objects, you need
to be creative and responsive.”
“The digital environment and
connected objects represent
far-reaching change for our
transportation business. We
therefore wanted to be the first
urban transportation network
in France to be integrated in
the Apple Watch. Now, there’s
no longer any need to get your
telephone out of your pocket
to check the information that
will improve the passenger
experience. I’m convinced that
digital innovation and digital
services will be the keys to the
major successes in the years
ahead in our business sector.
I can already confirm that in
2016 we will be announcing
more innovations in this area
for the Saint-Étienne network.”
500
76%
MILLION
SMARTPHONE AND
TABLET USERS
IN 2015
30,000
CONNECTED
BRACELETS
SOLD IN 2013
WEB USERS KNOW
ABOUT CONNECTED
OBJECTS
MORE THAN
20
BILLION
CONNECTED OBJECTS
BY 2020
Source: www.objetconnecte.net
TRANSDEV live
I 23
They are Transdev
“For me, being
a bus driver
means having an
extraordinary job.
I enjoy every
single moment.”
“Remote access
diagnostics can not only
identify but also predict
breakdowns.”
MATTHIEU OMBRABELLA, MANAGER FLEET
AND MAINTENANCE, ÎLE-DE-FRANCE SOUTH
REGIONAL CENTER
ANGELA LOOTS, BUS DRIVER
FOR CONNEXXION, NETHERLANDS
“Making public
transit simpler,
more natural and
more accessible
thanks to new
technology is the
everyday challenge
that motivates me.”
MATTHIEU BITAUD,
MULTIMEDIA PROJECT MANAGER,
MARKETING AND REGIONS
DEPARTMENT
“Train managers are
a bit like a conductor.
They set the tone, they
orchestrate all aspects
of the trip and create
the atmosphere onboard.
It is a key position.”
“The fact that
I was able to save this
man that day is down
to the first-aid training
I had received.”
MOON-SOO KIM, CUSTOMER SERVICE MANAGER
ON SEOUL METRO’S NUMBER NINE LINE, SL9
CATHERINE BIZET, DRIVER AND TRAIN MANAGER,
CFTA RHÔNE
“Providing passengers
with high-quality
information tools is a
real source of pride.”
DIANE KOLIN, PROJECT MANAGER AT CITYWAY
IN CHARGE OF PASSENGER INFORMATION
SYSTEMS DEVELOPMENT, CANADA
“What I like about my job
is that I serve the general
interest. Also, I am able to
implement actions for the
communities we serve and
that gives what we do that
little bit of extra meaning.”
FATIMA DIALLO, HEAD OF STUDIES AND DEVELOPMENT
ÎLE-DE-FRANCE EAST REGIONAL CENTER
24 I TRANSDEV live No. 2 - Fall 2015
“I feel great
satisfaction in
the opportunity
to promote
knowledge
and exchange
of experiences
between
colleagues.”
PATRIQUE CAMPAL-LINDAHL, HEAD
OF KNOWLEDGE AND RESOURCES
UNIT, GROUP BUSINESS DEVELOPMENT
DEPARTMENT
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mer_13_2015_Plakat GTT_A4_altes CD_151005.indd 1
05.10.15 10:24