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Annual Report 2011 – Veolia Transdev

Veolia Transdev

Corporate Communications Department

Tel.: +33 (0)1 71 75 11 11

[email protected]

www.veoliatransdev.com

MOBILITYINSPIREDBYYOU.

PassionPerformancePartnershipCommitment

2011

— PassionThroughout the world, it is passion that fuels the daily commitment of our teams. Supported by a company that promotes cultural awareness, diversity and dialogue, each employee performs his professional responsibil-ities with the same entrepreneurial spirit and the same drive to be a trusted partner.

— PerformanceIn committing ourselves individually and collectively, our focus is on performance. Constant quality improvement, risk manage-ment, particularly related to safety and high results-based standards at all levels: these are the strengths that enable us to create value and offer solutions with real and enduring benefi ts.

— PartnershipPartnership with each client means remai-ning close at hand, understanding their culture and listening and exchanging. This proximity allows us to progress, relying on our diverse, collective strength, through dialogue with local public authorities and passengers, to ensure service that anticipates every need.

— CommitmentFaced with the challenges of mobility, we are committed to ongoing innovation, even as we deliver on our daily mission. Inventiveness, creativity, applying modern techniques and sharing best practices – this is our commitment. All carried out with a customer centric focus, a sense of social responsibility and economic effi ciency.

Strong values that guide us, that characterize our culture and that help defi ne our identity.

VEOLIA TRANSDEV

VALUES

annual report veolia transdev — 2011 1

Vision— The global benchmark in sustainable mobility. Veolia Transdev’s 102,000 employees around the world are focused on serving communities and passengers, going beyond simply moving from one place to another, ensuring simpler, easier and seamless mobility: mobility that is reliable and innovative, combining quality of service, economic performance and dedication to the public interest; mobility that unlocks the economic potential of cities and regions while ensuring the preservation of our planet; mobility solutions for the benefit of all, today and tomorrow.

thus, our brand promise: “mobility inspired by you.”

2 Message from the Chief Executive Officer


the 2011 merger of Veolia Transport and Transdev

created the global benchmark in sustainable mobility. Its international breadth, multilocal roots and multimodal offer make Veolia Transdev the industry’s most comprehensive and diverse company. Veolia Transdev is helping to reinvent the entire public transportation value chain through its capacity for innovation, from the modes of travel services offered to passengers to its relationships with local transit authorities. But above all, Veolia Transdev is a community of women and men who, through their skills, commitment and combined cultural diversity, offer their fellow citizens the very best in mobility.

Veolia Transdev is the embodiment of a business vision whose basis is reconfirmed by the unceasing movement of people in their daily lives. Population growth, newly emerging countries and rapid urbanization are creating an intensifying demand for transportation that will become even more pronounced by midcentury. At the same time, the imperatives of sustainable development are altering travel patterns that can no longer be sustained by our planet and its growing cities. New mobility “ecosystems” are needed to balance socioeconomic development of regions with respect for the environment and better quality of life. Improved safety for travelers, accessibility, inter-modality, operational efficiency and personalized services also must be a part of new mobility solutions. Local authorities are looking for trusted partners who can work with them closely and that possess the strength, skills, resources, innovation and investment required to improve quality, with out increasing the strain on public

finances. Veolia Transdev teams are re-sponding to these challenges and, in doing so, redefining what is meant by “sustain-able mobility.”I had the honor of becoming the leader of this new entity in 2011, in an environment fraught with challenge, but also rich in opportunity. Much has been accomplished during an intense year. A new governance structure was established following the official March 3 date of Veolia Transdev’s birth. Together with the members of the Executive Committee, we have accelerated the merging of the two companies. The March 1 agreement signed with employee representatives enabled the redesign of the entire organization, which was completed in close consultation with employee representatives. Management reporting lines were optimized and medium term action plans were launched throughout the company to maximize our competitiveness. Meanwhile, our teams have been working actively to respond to customer expectations, efforts that paid off with new contract wins in Europe, North and South America and Asia-Pacific.As of December 31, Veolia Transdev is a unified, forward-looking company, with a new legal structure. The decision by Veolia Environnement to withdraw from its transportation activities, announced December 6, has not slowed our momentum. Reinforced by the reaffirmed support by Caisse des Dépôts, Veolia Transdev’s business model aims squarely at current and future challenges, with an ambitious strategy built around three priorities: focus our development on selected countries and growth markets; improve performance in our traditional markets and businesses; expand our portfolio in key areas for the future – particularly, transport on demand, digital services and rail. We are in the process of defining a new brand for our company that reflects our identity and culture, our customer centric approach and our commitment to social responsibility and economic efficiency. I am fully confident in Veolia Transdev’s prospects for success and share the determination of the entire team to contribute to the development and growth of sustainable mobility throughout the world.

“aboVe all, Veolia TransdeV is a communiTy of women and men who, Through Their skills, commiTmenT and combined culTural diVersiTy, offer Their fellow ciTizens The Very besT in mobiliTy.”

Jérôme Gallot Chief executive officer of veolia transdev

4 GovernanceIn place since March 2011, Veolia Transdev’s Executive Committee oversees and executes implementation of the company’s strategic plan.

strengthened governance

01 03 02

04 06 05

07 08


01Jérôme GallotChief exeCutive offiCer

—“The major contract wins and renewals that occurred during the last quarter of 2011 testify to the successful completion of the merger process and the bright promise of the future. The diversity, expertise and commitment of our 102,000 employees around the world position Veolia Transdev to fulfill its mission: making public transit the engine of future mobility.”

03marcos GarciafinanCial DireCtor

—“The economic environment is requiring adaptation of public transportation policies to constrained financial resources. While continuing to demonstrate our commitment to our clients through major investments, Veolia Transdev applies its expertise in helping local authorities explore the best options in the choice of services and investments.”

02Charlie BeaumontperformanCe anD CommerCial DireCtor

—“One of the strengths of Veolia Transdev is the diversity and depth of our talent base worldwide – our people have expertise and competence in a wide range of modes, cultures and markets. The key to our success is offering our customers ‘the best of both worlds’ – fully empowered local management backed by the resources of a global group.”

07mark JosephDireCtor, north ameriCa

—“In North America, the full effects of the economic crisis were felt in the transportation sector in 2011. Despite the difficult environment, we have continued to grow by reinforcing Veolia Transdev’s fundamentals of safety, customer service, transparency, innovation and accountability.”

08philippe payenStrateGy DireCtor

—“Veolia Transdev’s business activities are focused on selected countries and high growth regions. With a balanced urban, interurban, regional and international portfolio, we pursue profitable growth in attractive and emerging businesses such as transport on demand while also benefiting from economic development in Asia and the Pacific.”

04Dominique GauthierDireCtor, franCe

—“The transformation of our business is shifting our role from a manager of networks to a manager of mobility systems. In France several elements of these new multimodal systems are becoming reality such as electric car sharing and digital services, opening up multiple opportunities for a mobility integrator like Veolia Transdev.”

06hubert GuyotDireCtor, Benelux

—“We strive to forge winwin partnerships with local authorities. As an operator, we work to help our clients contain public transit costs, without ceasing to improve the quality of service delivered to passengers. This requires continuous innovation as well as more precisely adjusting the services provided to actual demand.”

05olivier GrunbergGeneral SeCretary

—“At the end of 2011, with the merger finalized, Veolia Transdev continued to move forward. The quality of the labormanagement dialogue has enabled adaptation of the organization to meet new challenges. Reporting lines have been simplified and shortened in order to maintain the company-wide agility needed to seize the many emerging opportunities in mobility markets.”

Veolia Transdev adopted a new organization in 2011 and its business strategy delivered significant results.

a renewed organization

Veolia Transdev, an incorporated company with its own Board of Directors, is supported by its two major shareholders, Caisse des Depôts and Veolia Environnement, and their shared values: involvement in communities and regions, longstanding relationships with local authorities and a commitment to high performance and serving the public interest.The board has seven members, including one independent director, and three committees: strategy, compensation and audit.Chaired by the Chief Executive Officer, the Executive Committee defines the company’s strategic direction to be proposed to the board and guides Veolia Transdev’s business activities. It addresses issues affecting the company, including companywide policies, action plans, performance and risk management.The Executive Committee has meetings every two weeks and comprises the directors of France (Group Executive Vice President), North America and Benelux, the Financial Director, the Performance and Commercial Director, the General Secretary and the Strategy Director. An additional monthly meeting includes the Executive Committee and directors of the Southern Zone, Asia-Pacific, Northern Europe and Central Europe.

— Board of Directors—antoine frérotChairman of the Board

—anne-marie Coudercdirector

—antoine Gosset-Grainvilledirector

—pierre-françois riolaccidirector

—Cyrille du pelouxdirector

—pierre-françois Gouiffèsdirector

—Caisse des Dépôts et Consignationsdirectorrepresented by sabine schimel

Major investment decisions or responses to tenders at company and country levels are subject to a formalized process of review, approval and application of continuous operational improvement.The consistency of corporate actions and their alignment with the company’s operational and policy issues are facilitated by a Corporate Committee which meets once per month.The activities, business forecasts and actual results of each geographic area are subject to periodic reviews by senior management in conjunction with the company’s major functional departments.

6 Governance

recent wins and renewals add to contracts pipeline


Over €5 billion(1) worth of recently won or renewed contracts have been added to Veolia Transdev’s global operating portfolio:

new business

in 2011, 15 new major contracts were awarded to Veolia Transdev with two to four new contracts awarded in each zone(2).

renewed business

in 2011, 35 re-tendered contracts were successfully retained by veolia transdev. More than 80% of the value of these contracts is located in France, Benelux or North America.69% of annual turnover re-tendered in 2011 was successfully renewed (or retained).

(1) Amounts are cumulative over the lifetime of the contract, which vary from one to twelve years in length.(2) Contracts of €5 million and above.

franCe

€1.5 BillionurBan anD interurBan networkS anD airport manaGement

uS

€780 milliontranSport on DemanD, urBan BuS anD railway maintenanCe ServiCeS

uS

€350 millionlonG iSlanD BuS ServiCeS in naSSau County, new york

Chile

€300 million urBan BuS networkS in SantiaGo

SweDen

€430 millionurBan BuS anD rail ServiCeS

netherlanDS

€960 million reGional BuS operationS in arnhem niJmeGen

aSia paCifiC

€300 millionrail anD BuS ServiCeS in new ZealanD, China anD auStralia

netherlanDS

€210 milliontranSport on DemanD anD reGional BuS ServiCeS

Germany

€420 million owl BielefelD rail

Germany

€145 millionreGional BuS ServiCeS

8 Key figures

60,000— vehicles

25— light rail networks

3.3— billion trips per year

102,000— employees, serving our customers

13— transport modes

€814 millionin 2011, veolia transdev invested more than 10% of its revenuesto modernize its fleets and multi-modal public transportation networks.

€7.8 billion — in revenues in 2011(12-month basis)

With its complementary geographic footprint, expertise and service offerings, Veolia Transdev offers a unique response to public transport needs.

the global benchmark in sustainable mobility


— responsiblea responsible operator, a local employer, veolia transdev is fully committed to implementing sustainable solutions for society, the economy and the environment.

— multi-modalthe world’s most multi-modal company, veolia transdev operates 13 modes of transport: train, tram-train, metro, light rail, coach, bus, BusWay®, paratransit, ferry, taxi, car-sharing, shared-ride airport shuttle and bicycle.

— multi-localthe world’s leading multi-local company, operating in 27 countries around the world; Veolia Transdev benefits from the close proximity to its clients of its 102,000 employees and their unparalleled diversity of cultures and experiences.

— inventiveattentive to new mobility demands, focused on new mobility applications, a leader in the digital revolution, Veolia Transdev focuses on serving the travelers of today by inventing the public transportation of tomorrow.

— an international network in 27 countries across 5 continents.Veolia Transdev is built on two foundations; local roots and global resources.

Germany

Australia

Belgium

FranceCanada

Chile

China

India

Colombia

South Korea

Croatia

SpainUnited States

Finland

Poland

Portugal

Morocco

Czech Republic

United Kingdom

Serbia

Slovakia

Slovenia

Sweden

Ireland

Israel

New Zealand

The Netherlands

10

commutingby car individuallyis 20 to 90 times more expensive than public transportation in terms of urban space and community infrastructure.

Source: www.ptx2uitp.org/

more thana quarterof the world’s Co2 emissions come from transportation (passenger and freight), of which more than 90% are from road transportation.

Source : International Energy Agency – IEA, OECD.

meeting mobility challenges…

more than 9billion people in 2050, compared with seven billion today: the projected jump in the world’s population will continue to create increased demand for mobility services. So too will demographic changes, such as the increase in the number of people over 60 from 245 million in 2005 to 406 million in 2050.

Source: United Nations.

— with car ownership growing in emerging market countries, global demand for fuel will increase 40% by 2030(1).

With abundant and cheap petroleum a fading memory, higher carbon energy prices are inevitable.

(1) Source: International Association of Public Transport.

Changes in oil prices since 2002

160

140

120

100

80

60

40

20

0

160

140

120

100

80

60

40

20

02002 2003 2004 2005 2006 2007 2008 2009 2010 2011

Source: Datastream, Natixis.


€1.6 billionwas invested in urban transportation in france in 2010,a 7% increase over 2009. Investment comes 42% from borrowing, 40% from transportation authorities and 10% from local partners.

2010 urban transport investment

Source: Annual survey of 175 urban transportation networks by the French association of organizing authorities, GART.

doublingglobal public transportation by 2025would uncouple mobility growth from increased environmental and societal costs, avoiding 600 million tons of carbon equivalent emissions annually, saving 170 million tons of oil equivalent and reducing traffic accidents by 15%. It would also reduce obesity and heart disease by 50%, while creating more than seven million direct jobs in local communities and many more indirect jobs.


between €20 and €50 billionper yearthe amount that the european market for non-carbon vehicles will be worth beginning in 2020.

Source: www2ademe.fr

Veolia Transdev is a world leader in developing alternative fuels and lowcarbon energy transportation, particularly electric vehicles as in Montpellier (France) for example.

road construction 59%

acquisitions (land, buildings) 13.8%

studies 2.9%

other investments 4.4%

equipment subsidies 5.3%

rolling stock 14.4%

information systems (ticketing, etc.) 0.2%

more than

40 %of veolia transdev’s ongoing or planned innovation portfolio focuses on improving network performance and associated operational services.

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in 2020, there will be

200 millionvehicles circulating on China’s roads,compared with 76.2 million in late 2010, according to the Chinese Ministry of Industry. To reduce urban pollution, the country is investing massively in electric cars and intends to become a major producer in the years ahead.

Source: www.avem.fr/

in 2025six out of ten people on the planet will live in cities.Daily commuting in urban areas will increase by 50% compared to 2005. If current trends continue, 80% will be motorized trips.


3.16 billiontravelers marked the Chinese new year in January 2012. (an increase of +9.1% over 2011), the largest displacement of human population in the world. More than 800,000 coaches and thousands of trains were mobilized to handle the peak demand.

Source: www.mobilitedurable.org/

in the united States,the number of passengers traveling on public transportation networks increased

31% between 1995 and 2010,exceeding population growth (+17%) and highway use over the same period, according to the American Public Transportation Association.

Source: www.apta.com/

...in a changing world

google maps, facebook, TwiTTer, wikipedia... The firsT major applicaTion programming inTerfaces (apis)using The web and open daTa appeared in 2006. oVer 3,700 major apis were inTroduced in The fiVe years ThaT followed.

http://visual.ly/open-data-movement


— Between 2000 and 2010, urban transportation ridership has increased in most european countries, with an increase of 17% in the uk and nearly 25% in france Base 100

Germany Spain united kingdom italy france

120

110

100

Source: UITP.

— the majority of the Group’s innovation projects involve digital information systems (such as ticketing, passenger information, digital mobility or network management), making it one of the transportation sector’s most innovative companies in developing digital services for passengers and creating the smarter city.

1car sharing vehicle replaces

15individually-owned cars

— veolia transdev’s CSr “roadmap” setsquantified objectives and commitments for economic, social and environmental performance, visàvis eight stakeholder groups:

— Clients;— Current and future travelers;— public authorities and regulatory

agencies;— Communities and society;— Current and future employees;— Business partners (suppliers,

subcontractors, contractors);— operators and other transportation

stakeholders;— Current and future shareholders.

2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010

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10numériquepenser la ville numérique de demainLouconse quam, si as aut aut ut quaturaut quae moriost ecusa voluptuptasped eliquam axim aximil et veli ate necuscit, nient acmnim et od que plabo as accaellorectam.

our commitment: work to guarantee the highest possible quality of service for each and every traveler. Accessibility, frequency, comfort, speed, safety, on time performance... we strive to meet a standard of excellence for customers and local community clients across all criteria. In every country, region and community it operates, Veolia Transdev teams

make our customers issue number one. Our customers are the best judges of their own needs. It’s why we pay close attention to what they tell us they want – and to their complaints. Our daily dialogue with travelers is the primary means of achieving continuous improvement. It also feeds the sharing of best practices throughout the company, to benefit our customers, and an innovation policy focused on making every journey an experience that contributes to improving quality of life.

— i want to be able to get about easily and safely.

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our commitment: offer customized solutions and services that enable each individual to take charge of their own mobility. No two travelers are the same. Needs and preferences differ. It’s our job to ensure transport for all that offers options for individual mobility choices. From train, light rail, bus or ferry to bike, taxi, car sharing, shuttle or

transporting mobility impaired people… we assemble and operate multimodal networks that allow each customer to find the right solution adapted to their lifestyle or needs. Worldwide, Veolia Transdev teams offer passengers more than just a ride: working to deliver a seamless, connected, customized mobility experience. Through digital information available on smartphones or other personal devices, travelers can organize and control their own journey from door to door, mode to mode... while useful cultural and recreational services enhance their journey.— i want to travel

how and when i want.


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10numériquepenser la ville numérique de demainLouconse quam, si as aut aut ut quaturaut quae moriost ecusa voluptuptasped eliquam axim aximil et veli ate necuscit, nient acmnim et od que plabo as accaellorectam.

our commitment: to work with local authorities and passengers to make public transport a means of contribut-ing to harmonious community devel-opment. The existence of a wellplanned transport network is a prerequisite for sustainable growth of cities and regions. Communities that have chosen an alternative approach to an autoonly environ

ment have demonstrated how public transport contributes to the recovery of urban living environments, to reconnecting the city centers and suburbs, to keeping villages or isolated areas alive. Faced with the increasing demand for mobility, it is the only response that successfully balances individual needs and community interest. The challenge is to control the costs of modernizing networks at a time of strained public finances. By widely applying innovative management systems, such as transport on demand, Veolia Transdev responds to both the needs of individual travelers and the expectations of local public authorities.

— i want a mobility solution that’s close at hand.

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our commitment: increase the envi-ronmental sustainability of transpor-tation through tangible, measurable actions. There’s no question: public transport is positive for society. Per passengerkilometer traveled, public transport pollutes less, results in lower greenhouse gas emissions, consumes less energy, takes up less space, causes fewer

accidents and produces less congestion than private automobiles. The more we improve our transport networks, the more these advantages increase. But operators’ responsibility for further “greening” their operations doesn’t stop there. Veolia Transdev was an early leader in developing ecofriendly transport, investing with public authorities to deploy new systems that integrate parkandride and environmentally friendly transport modes. Our fleets are at the leading edge in experimenting with alternative energies. Because actions speak louder than words, our drivers and maintenance teams are committed to adopting best practices and measuring performance.

— i want to leave a habitable planet for my children.


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2—employeesThe strength of a diverse, responsible company.

–

3—performanceIndustry leading standards.

–

1—CustomersCustomer centric and driven.

–

5—environmentPaving the way for green growth.

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6—integratorAccompanying each traveler door to door.

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4—innovateA proactive partner.

–

8—regionsIntercity lifelines.

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9—DigitalMobility companions.

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7—CitiesA city that breathes – and moves!

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11—railTo be an active player in opening markets.

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10—transport on demandMobility “à la carte.”

–

2011 in 11 key words

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passenger transportation, as with many service industries, serves both institutional and enduser customers. Authorities provide the political vision, impulse and scope to deliver mobility services; passengers rely on Veolia Transdev every day to transport them between their place of work and home or for leisure travel. The desires of both are intrinsically linked, providing a virtuous circle. By focusing each and every moment on passengers – ensuring a smooth and effective journey and being attentive to their satisfaction, Veolia Transdev helps increase the natural reflex to travel sustainably –helping relieve congestion and improve quality of life. This, in turn, supports public authorities’ objectives to stimulate longterm regional and urban development. Veolia Transdev contributes through its proven ability to optimize network operating costs, deliver high quality of service and ensure systems are adapted and reactive to changing patterns of use. Whether local community “client” or traveling “customer,” it comes down to the same thing for Veolia Transdev: they are the focal point for everything we do.

have created the “Mobility Observatory,” a strategic tool for investigating customer perceptions of public transportation. Developed initially in France, the observatory includes survey results from interviews with 30,000 people across the country. At the end of 2011, an adapted version of the survey was launched in Boston to further improve operational service performance, according to passenger needs.

— CuStomer thinkinGFrequency, speed, ontime performance, comfort, accessibility, seamlessness, individualized, simplicity... these are among the key criteria on which travelers judge the quality of public transportation. But no two passengers are the same and lifestyle needs are constantly changing. To respond to the real needs of customers, it’s important to understand and anticipate. Veolia Transdev’s marketing teams

— Striving for service excellenceA commitment to listen, exchange and regularly measure service quality.

CustomersCustomer centric and drivenListening to customers, anticipating and responding to their needs and expectations, constantly seeking ways to provide simpler, more accessible and more personalized service… Veolia Transdev strives to make each trip a unique experience, with passion and commitment.

hiGhly reCommenDeD

over 90%of puBliC tranSport authoritieSin Australia and New Zealand would recommend Veolia Transdev to other governments, according to the 2011 Veolia Transdev MultiCountry Barometer.

toDay’S ChallenGeS, tomorrow’S moBility

75%of puBliC authoritieS place traveler satisfaction as the highest priority in traveler services, according to the 2011 Veolia Transdev MultiCountry Barometer (conducted in the US, Germany, the Netherlands, Czech Republic, Australia and New Zealand).


— Co-ConStruCt anD Share CuStomer expeCtationSin addition to surveys and customer satisfaction studies, veolia transdev works to understand how travelers react to and apply the mobility solutions it proposes. pre- and post-testing, focus groups and pilot experiments are catalysts for multi-disciplinary teams to refine new services to make them more responsive to passenger needs. for example, offerings such as “BpaSS”(1) and “urban pulse”(2) were extensively field tested prior to deployment with the support of the company’s development and innovation teams. in the uk, the Blazefield network was awarded the prize for “making buses a better choice”, following field work that included soliciting passenger and employee input on bus improvements such as design, comfort, emissions control and on-board services.

— liSten up!Central to Veolia Transdev’s 360° client vision is the “Listen” program – designed to set the standard in feedback management and customer service performance. Two years after its initial launch in Dublin, Veolia Transdev’s proprietary program brings a personal touch to customer relations in over 80 transit systems and 10 countries throughout the world. A process for managing passenger contacts and complaints systematically, personally and efficiently, Listen also serves as a vital analytical tool for use by Veolia Transdev teams and its transit authority clients to identify issues requiring corrective action. It is an example of the valueadded transversal tools developed by Veolia Transdev’s marketing unit to help local operating teams drive service quality improvement. In parallel, the company’s “Mystery Traveler” program helps to ensure consumer requirements and continuous improvement of the customer experience, while its “Going for Care” initiative helps management and frontline staff work to delight passengers with customer service excellence.

— a partner to Go furtherA commitment to being customer centric and driven also means supporting local authorities in identifying major trends and emerging needs. The Veolia Transdev MultiCountry Barometer survey monitors

transit authorities’ and decisionmakers’ strategic mobility priorities and outlooks. Findings from the third wave of the survey completed in 2011 shows that while cost control is a major issue for politicians, their first concerns are for safety and passenger satisfaction, underlining the challenge for operators to improve network performance on all fronts simultaneously. Officials also want to be able to better monitor and manage the implementation of delegated services. More generally, communities share the preoccupation of transport professionals to anticipate and respond to changing mobility needs. In many countries, Veolia Transdev also has been a longstanding participant in industry and community associations that provide

trans.cité

— a valued dialogue Veolia Transdev was a founding member of Trans.Cité, which brings local elected officials together with transport professionals (www.transcite.eu).

From dialogue to actionThe meetings provide an unparalleled opportunity for dialogue and proposals for action on key mobility challenges facing public authorities and their operating partners. Meeting the challenges of urbanization, responding to global climate change, developing new financial models for transportation and modernizing the mobility offer are among the subjects.

the “post-carbon city”In 2011, the association’s 22nd Annual Convention in Madrid brought together elected officials, architects, planners and operators to challenge preconceptions and develop solutions for more socially responsible and environmentally friendly mobility.

CuStomer viewS

85%of reSiDentSprefer to walk five minutes more to catch a bus that comes twice as often, according to Veolia Transdev’s Mobility Observatory.

a forum for exchange with elected representatives and experts, helping to build a common culture of trust and to support the continuity of our partnerships.

(1) See page 52. (2) See pages 54 and 55.

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performanCe

8.7satisfaction rate for Valys medical transport services; contractual excellence is recognized beginning with a score of 8.

in the netherlands, Connexxion has emerged as one of the world leaders in transport on demand services with about one third of the domestic market. In 2011, the Ministry of Health, Welfare and Sport renewed its large nationwide Valys contract with Connexxion for provision of ambulance care services to seniors. As with other transport on demand busi

nesses, the service responds to the fastgrowing demand for personalized transport while also contributing to economic rationalization. In addition to the contract renewal, the quality of Connexxion’s service was recognized through the results from the customer satisfaction survey on which the score received in 2011 was the highest ever recorded.

1.1—netherlands

— Satisfaction: surpassing expectationsConnexxion achieves unprecedented scores for ambulance services.


Quality of ServiCe

95%response rate to calls received by Kundenservice, reflecting ongoing training on customer relations and call handling.

veolia transdev created its “kunden-service” customer contact center to serve passengers on InterConnex, the company’s first long distance, privately operated train service in Germany. The high professionalism of its team and the excellence of its operational procedures proved so popular that it has been extended to serve all passengers on several train and bus networks operated

by the company. Following a redesign of its processes, Kundenservice was able to handle a 17% increase in requests or suggestions between 2010 and 2011. Veolia Transdev is seeking to build on the ultramodern platform’s success through a sixcountry pilot project aimed at improving the performance and service quality of customer contact centers.

1.2—germany

— kundenservice: the model customer care center A onestop shop for mobility.

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public transport is both an operational and a services business. On both counts, the quality of human relations and work conditions are key success factors. Because it is a service delivered locally, the diversity of the men and women who provide public transport should reflect the populations they serve daily. The merger of Transdev and Veolia Transport has greatly enriched diversity, in terms of cultures, languages and experiences as well as careers, market knowledge and expertise. In a multilocal, multimodal, multiservice world, such a wealth of human resources and skills is a unique asset. Much of the year 2011 was devoted to building and deploying the new organization formed by the merger, with employees and their representatives closely involved at every stage. The process has gone smoothly completed as of December 31 with the introduction of a new legal organization – reflecting both the commitment of all teams as well as the quality of social dialogue within the company.

decisionmaking, management reporting lines were unified, simplified and shortened at all levels during the merger. This accountability reflects a human resources policy that gives priority to skills development, through continuing education, career mobility and the sharing of best practices. Formal and informal exchanges

— inDiviDual anD CollaBorative intelliGenCeVeolia Transdev’s creation provided the opportunity to combine the best values from two major public service companies and forge a common culture based on public interest, customer proximity, efficiency and economic performance. In management terms, this translates into an organization that relies on local operating teams to act as entrepreneurs and managers of their business’ overall performance and sustainability. To reinforce the capacity for initiative and proactive

— Creating a vibrant, stimulating community for each employeeFor a company operating in 27 countries like Veolia Transdev, pooling expertise and local experiences provides unique value.

employeesthe strength of a diverse, responsible companyThe diversity, passion, expertise and commitment of Veolia Transdev employees define who we are.

Managers line supervisors/technicians support staff operators overall

Source: data from 2011 Social Reporting.

DiverSity

1one of Six DriverS iS a womanOut of a total of 102,000 employees at the end of 2011, 68% are drivers, nearly 18% of whom are women, or 12,090 women who drive coaches, buses, light rail, metro or trains for Veolia Transdev’s clients each day.

26

18

21

21

49

% of women by category


—iSo 26000adopted in 2010 by 93% of un member countries, ISO 26000 defines social responsibility as an organization’s control of the “impacts of its decisions and activities on society and the environment, resulting in transparent, ethical behavior that contributes to sustainable development, including societal health and well-being; that takes into account stakeholder expectations; that complies with legal requirements and standards of international behavior, and that is integrated and implemented throughout the organization.”

between countries and networks promote the adoption of quality standards. The company’s professional experts provide support to local teams and operational projects. Safety, purchasing, quality, technical, business development, marketing, training, innovation development, CSR and communications help enhance local expertise with industryleading international standards and knowhow. Through expert.net, all have the opportunity to participate in defining global professional standards and developing performanceenhancing innovations.

— DevelopinG a CSr CultureVeolia Transdev has made respect for diversity a fundamental principle in all countries. It is a commitment expressed in France through the signing of diversity charters and in the Netherlands through the 2011 national “Talents to the Top” charter, designed to increase the number of women in senior positions and establishing quantifiable targets: a 30% increase in management positions and a 25% increase in senior management positions held by women by 2015. In general, the progression toward greater gender parity is already becoming a reality throughout the company. To go

further in all forms of diversity and social responsibility, a “Corporate Social Responsibility” (CSR) department and roadmap was created. Inspired by the new ISO 26000 standards, its ultimate goal is to ensure responsible business practices in all areas, internal and external,

and in all fields of sustainable development – from work relations to impacts on society, the eco nomy and the environment. These action principles are being integrated into all training, reference and collaboration tools to speed their adoption companywide.

web 2.0

— expert.net: collective intelligenceKnowledge sharing and collaboration are central to Veolia Transdev’s approach: expert.net enables employees to learn from their colleagues’ experiences, build local knowledge and improve performance. The knowledge management process consists of:— a web 2.0 platform providing workspaces and resources with relevant worldwide

company experiences;— 17 “networks of expertise” organized around professions or crosscompany themes,

to share best practices and produce standards for the benefit of clients and travelers;— 35 topical forums and blogs for exchange to enrich collective intelligence.

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in montpellier, france, veolia transdev subsidiary transamo inaugurated the country’s first light rail driving simulator in December. Developed in partnership with the local public transit authority, the simulator will be used to train drivers on the network’s new third and fourth lines opening in 2012. The simulator can be scaled and adapted for all mobile networks for use throughout the company.

to operate the ParisVenice rail line. The individual support provided to students has contributed to a 94% success rate.— the uS has deployed in many locations an innovative employee engagement and incentive program focused on safety, called DRIVE. At each participating location, a DRIVE Team, made up of employees at all levels, identifies safety issues and proposes

— also in france, the second class of light rail training participants graduated. Organized in collaboration with Transamo, the comprehensive training course is a unique means of transmitting expertise unmatched in public transit.— veolia transdev has its own rail training center approved by the French Railway Safety authority (EPSF). Campus Rail trained the teams for Thello, the new company created with Trenitalia

2.1—skills

— Supporting job performance through trainingDevelopment of employee skills is supported by a training policy that encompasses all facets of the transport operator’s profession. Among the major initiatives launched or continued in 2011:


solutions, using the members’ collective expertise to strengthen safety practices, and prevent accidents and injuries. The DRIVE program helps build a culture of safety through individual and group accountability. In June, 2011, the Federal Railroad Administration (FRA) awarded Veolia Transdev a $250,000 contract in support of the company’s ongoing research on cognitive distraction. The research utilizes testing and sophisticated simulators to apply the science of cognitive performance to the railroad workplace. Ultimately, the research findings will form the basis of training modules for loco motive and

ance. This program is consistent with the company’s Management Program and the Executive program.

transit operators, introducing them to the concept of workplace distraction and providing them with strategies for recognizing, reducing and mitigating distraction.— in the netherlands, Connexxion provides Internet based training on safe and energy-efficient driving for all of its public transport, taxi and ambulance drivers; half of its 12,000 public transport drivers have already benefited from the elearning modules.— in Sweden, introduction of manager training (Veolia Transdev Leadership Academy) has resulted in a significant improvement in management perform

traininG

68,220employeeS traineDTwo million hours of training provided in 2011, including 980,000 on safety.

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satisfied with passenger information satisfied with overall customer service (up 4.8 points since 2009)

satisfied with the regular dialogue with the line’s managers (“Meet the Managers” program).

South Korea’s first private operator, Veolia Transdev operates line 9 of the Seoul subway, which has been certified ISO 14000 and 9001. In 2011, ridership reached a new record (430,000 passengers/day) and there was a 50% increase in rolling stock.

to adapt to market developments of economies in crisis and better meet the needs of its customers and stakeholders, Veolia Transdev has made improving its own performance an absolute prerequisite. Being economically sustainable as a company, of course means ensuring financial stability. Careful control of its accounts enables the company to maintain or increase its investment in modernizing public transport. This requires selectivity in choosing markets and commitments as well as improving internal processes, an area in which significant progress was made in the wake of the merger: throughout the company, performance plans and efficiency improvements to enhance competitiveness have been implemented. In purchasing for example, where 80% of the company integration had been achieved as of the end of 2011, synergies and economies of scale benefits in the purchasing of buses, spare parts and fuel are having a direct impact on the company’s offer. Veolia Transdev also is working to implement CSR criteria in all major purchases from its suppliers.

and customer satisfaction. Veolia Transdev today is setting new standards to go ever further in improving its offer, attracting new customers through its new mobility solutions and personalized services. The new offerings are built on innovative business models that create added value and give a direct role to the traveler in managing their own mobility – and, thus, in also contributing to improved system performance.

– operational CatalyStReducing management, operation and maintenance costs is an important means of achieving high operational performance results. The real impact on the competitiveness of an offer, however, depends on its attractiveness. For Veolia Transdev, this is the focal point for its actions. Developing intermodality and improving the effectiveness and image of the networks it operates boosts ridership. Fast, convenient, frequent and punctual public transport also needs to be accessible, safe and comfortable. It’s quite simple: improving these fundamental elements of service quality increases passenger numbers. Creating a preference for public transportation also requires effective customer relations: accelerating the response time to customer claims improves both productivity

— ensuring sustainable performance worldwideCreating sustainable economic, societal and environmental value requires expertise, dynamic innovation and an appreciation of the values of responsibility and public interest. The instincts of a leader.

performanceindustry leading standardsVeolia Transdev keeps operations and decisionmaking local and close to the client, backed up with consistent, highquality standards that leverage the company’s international expertise, best practices and resources in order to deliver industryleading results.

92%

83.4

%

92%

South korea

Customer satisfaction rate


– StanDarDiZinG hiGh performanCeVeolia Transdev commits to turning performance into results through contracts under which it shares the business risk with its clients. To deliver, the company offers solutions that leverage the expertise and industryleading practices from its global network. In safety, for example, priority no. 1 for operators and public authorities, the group’s internationally deployed rail safety management system enables systematic measurement, analysis and sharing of advancements. The company also validates performance through certification, similar to other leading services companies: in France, a number of networks were awarded the FACE Quality label in 2011. In the Paris region, subsidiary TVO became the first French company to successfully qualify for the new ISO 26000. Other networks around the world also have been certified as meeting the highest international standards. Veolia Transdev continues to develop new operating reporting tools, integrating CSR criteria, to improve responsiveness and transparency. Finally,

united states

— in Boston, keeping rail commuters happyWith 490 daily trains carrying 140,000 passengers per day and 40 million passengers per year on its 14 lines – Boston is the largest privately operated commuter rail network in the US. This suburban rail network is run by the Massachusetts Bay Commuter Railroad (MBCR), a joint partnership that is 60% owned by Veolia Transdev.

Its highly sophisticated and complex operations are grounded in the quality of its employee training and management, operating and maintenance methods and customer relations. Passenger services include on board WiFi, access to realtime information, agents on platforms and onboard trains and efficient management of claims and customer feedback.

MBCR recorded some of its best performances in 2011: an on-time record of 95%, 87% passenger satisfaction and a 50% reduction in occupational accidents compared to 2010.

through its Smarter Mobility project, the company is moving ahead through a Web 2.0 platform to optimize perform-

ance of multimodal transport networks. Another step toward the “smarter city.”

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the company has committed to report-ing to clients on its activities every month – compared with standard twiceayear reporting. To simplify the task of local authorities that must process and analyze thousands of data points,

ule changes, upcoming events, safety, maintenance, customer feedback and complaints and payment behavior.

Connexxion has gathered all the information in an extranet portal that provides streamed summary information, updated every ten minutes. Clear, visual data is presented, including ontime performance, traffic conditions, route or sched

3.1—netherlands

— monitoring overall performance at a single glanceThe interactive reporting tool developed by Connexxion provides communities with an instant snapshot of network performance.


at the end of 2011, veolia transdev and iBm signed a partnership agreement to develop and market intelligent smart mobility solutions to cities, including:— centralization of transport information systems data in realtime for passenger use, operational management and ticketing, among other applications;— integration of data between all modes of transport, such as road traffic, parking, public transport, car sharing and bicycles;— intelligent data processing, including real time predictive analytics;

— delivery of services derived from the data for local communities, residents and operators, including realtime multimodal guidance, multiservices ticketing and personalized services.The proprietary Veolia Transdev solutions will integrate elements the company is already selling on the market, particularly through our specialist subsidiary Cityway, with IBM’s “Intelligent Operations Center,” supplemented by features developed by third parties under an open systems approach.

performanCe

1st prize South weSt CoaCh lineSa subsidiary of Veolia Transdev, was voted the best transport service in Western Australia by the CILTA(1). Additionally, according to a survey of 6,000 bus passengers interviewed in metropolitan Sydney, the most satisfied customers use public transport in areas served by Veolia Transdev Australasia (the South East, South, West and North regions), with satisfaction rates of 89% – 94%.

3.2—open data

— a digital “control tower” for the Smarter CityVeolia Transdev’s Smarter Mobility initiatives are shaping tomorrow’s digital cities.

They will be marketed worldwide, with priority focus on major urban areas.

(1) Chartered Institute of Logistics and Transport.

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performanCe

+30%in ridership, a 65% increase in productivity on the new orleans transit network between 2008 and 2010 following PPoP implementation.

in responding to the environmental, economic and social challenges raised by growing demand for mobility, Veolia Transdev’s offer embodies many of the new characteristics of modern transport: the increased importance of multimodal transport, the need to constantly innovate and adjust supply and management models to meet new passenger and community expectations.

— the Spirit of innovationIn a new era of “open innovation” in the field of mobility, new ideas and projects come from everywhere, including company management, research and development teams, transport networks around the world, stakeholder groups such as travelers’ associations, employees and even other industries. Veolia Transdev has demonstrated its capacity to deliver added value innovations by creating, experimenting and executing, frequently through partnerships with others. In the area of car sharing, Veolia Transdev has joined forces with other companies, such

through fruitful exchanges with schools and universities.

—from proJeCt enGineerinG to ContraCtual innovationThe company also stays agile and inventive in its approach to relationships with communities, adapting to meet their needs and constraints. Engineering subsidiary Transamo offers clients mobility system management expertise from A to Z. Whether designing a new network or extending or restructuring an existing mobility offer, Veolia Transdev can offer customized solutions for upstream operations, from consulting to full project man

as Wheels4all in the Netherlands and Toshiba in France, to develop offerings to complement public transit that represent genuine alternatives to the privatelyowned car. Similarly, digital mobility is blurring industry boundaries. Partnerships with other manufacturers and content providers have brought innovative applications to the market – “mobility companions” that are fully in sync with modern urban cultures and based on unique business models. To anticipate these breakthroughs, the company uses monitoring tools including the Mobility Lab, developed in France. Both observatory and multidisciplinary think tank, the Lab serves as an “innovations incubator”

— evolving business modelsIt’s not only technologies that are changing, but also the organization of networks, business models and mobility practices themselves.

innovatea proactive partner Conceiving, building and delivering sustainable mobility means constantly pushing the envelope in innovation – including reinventing the role of the transit operator.


agement. Transamo teams were involved in the light rail project in Liege, Belgium, while on the other side of the globe, the company worked on the overall modernization of Hong Kong’s light rail. Veolia Transdev’s expertise also encompasses downstream activities with a full range of potential operational solutions to match client needs including concession contracts, delegated management, French “mixed economy” models and public private partnerships. The company has considerable experience in risksharing arrangements in which the operator accepts a share of the investment and/or commercial risk. This capacity for initiative was on full display with the creation of Public Private Operating Partnership (PPOP) contracts in New Orleans – the first contract of its kind in the US – and Savannah, Georgia. The new Nassau County contract confirms the relevance of this innovative model, which entrusts the operator with a wider scope of responsibilities and sets new rules for governance.

united states

— nassau inter-County express (niCe)In suburban New York’s Nassau County, Veolia Transdev began operating the Long Island Bus service in January 2012, the largest public transport contract in the US and the largest privately operated bus system in North America. Under the five-year Public Private Operating Partnership (PPOP) contract, the company will operate 404 fixed route and paratransit vehicles, carrying 31 million passengers annually.

Veolia Transdev is responsible for all operations, while the County retains the assets (vehicles and infrastructure) and approves the annual plan, budget, rates and service levels.

An all out effort by regional and corporate teams ensured a smooth start to operations, including an agreement and positive working relationship with the labor union and a complete new rebranding of the vehicles, website and all passenger and marketing materials. Veolia Transdev has already brought significant savings to the County by operating far more efficiently and introducing new cost-effective, high quality processes and technology.

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tranSamo

270Kilometers of light rail line worked on by Transamo since its creation.

transamo works in partnership with local government authorities and public institutions on comprehen-sive public transportation projects. Its work may include preliminary studies, providing assistance to the project sponsor or owner, complete management of the project through full launch as well as targeted consulting and operations optimization. In 2011, Transamo teams helped

of transportation systems, Transamo engineers have developed a global methodol ogy, “eco&go®”, to integrate ecological, social and economic elements in each project.

implement the maintenance of the light rail system in Rabat, Morocco, and provided their expertise for the Brussels metro. They also performed project sponsor missions in France in Montpellier (preparing for the opening of light rail lines 3 and 4 in 2012) and Reunion (high- frequency transit project), and usability consulting with the local transit authority in the Paris region. With their knowledge

4.1—transamo

— Bringing vision to lifeA unique center of expertise to support transit projects.


in november, the avignon metropolitan area awarded Veolia Transdev a new eightyear delegated management contract to operate its public transport network. The company is responsible for fully restructuring the network in September 2012 including a 10% coverage increase, reorganization of lines and development of transport on demand services. It also encompasses managing

the construction phase of the city’s light rail from 2013 to 2016, with guarantees on operating cost control and the launch of two lines in 2017. The company also will support future district projects such as extending the urban transport perimeter.

4.2—France

— mobility re-imagined for Greater avignonManaging network development.

multi-moDal network

155vehiCleSBiofueled buses and city center electric shuttles, 35 lines, 12 million trips/ year (17 million with the future light rail) on Avignon’s urban network.

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water lineS

4CountrieSAs a multimodal operator, Veolia Transdev offers an alternative to road transport, operating ferry services and river shuttles in Australia, France, the Netherlands and Sweden.

as the shift in modes from private car to public transport solutions continues, Veolia Transdev’s activities are viewed as being part of the solution when it comes to environmental issues. Further efforts are needed, however, to optimize the environmental benefits of public transport starting with the “greening” of public transport networks. Local vehicles are being fitted with Europe’s best performing emissions control technologies in order to reduce pollutant discharges (Euro 4, Euro 5 and the forthcoming Euro 6 standards).

— towarDS “Zero emiSSionS”The company continues to test or convert to lowcarbon energy sources, including in the Netherlands and in Sweden; in France, testing is underway on bioethanol fuels, locally produced grape residues in Reims and from used food oil in Nice. Another bus project in the Netherlands is testing hydrogen as a fuel source. Electricpowered vehicles also are part of effort to diversify energy sources and Veolia Transdev is at the forefront of innovation on hybrid and

infrastructure) over their full life cycle (from raw materials to end of life).

— reSponSiBle praCtiCeSIn the area of improving environmental performance, deployment of the company’s environmental management system (EMS) seeks to systematize improvements across all activities. The program includes an integrated policy of responsible purchasing, encouraging good practices by employees and the measuring of impacts throughout the entire transport chain. The technical centers in BaillyRomainvilliers, France, and in Tempe, Arizona, in the US, are international benchmark references in the integration

100% electric power technologies. Activities include the commissioning of the first hybrid buses in the Rhein-Main – Frankfurt area in Germany, electric bus operations in suburban Los Angeles (the world’s first extensively deployed rapid recharge electric buses), the launch of France’s first electric bus operation in the Paris region, a bus experiment in the Netherlands for wireless recharging, a multimodal allelectric network test program in Finland and an automatic rapid recharge program in France. Most of these initiatives are conducted in partnership with manufacturers and energy companies to develop business models that take into account total system costs (vehicles, electricity, battery and charging

— Commitments both local and globalIn addition to being a signatory to the United Nations Global Compact and the UITP(1)

Sustainable Development Charter, Veolia Transdev is also a cofounder of the “Bridging the Gap” initiative, which expresses sustainable mobility positions in international climate negotiations.

environmentpaving the way for green growthClimate change, pollution, the energy crisis, dwindling natural resources: in the face of these threats to cities and the planet, public transport offers a more environmentally friendly approach to mobility and urban living.

(1) International Association of Public Transport.


of environmental technologies. Training in ecoresponsible driving – with its environmental, economic and safety benefits – are widely distributed and extended through fleet technical instrumentation – from equipping vehicles with low energy consumption tires to “intel l igent” assistance and monitoring programs such as SmartDrive in the US. In France, 4,500 drivers have been trained in responsible driving, which represents more than 60,000 training hours. Finally, Veolia Transdev conducts carbon balance analyses and offers ecoenvironmental impact calculators to local communities and travelers.

— ShareD moBilityVeolia Transdev also develops environmentally friendly services that save space and contribute to the revitalization of urban city centers by reducing traffic pressure such as through its wide range of bike rental services in France. In the Netherlands, the company launched the carsharing partnership, “Wheels4all.” When combined with electromobility, car sharing becomes a real alternative to private car. Company subsidiaries are moving ahead, expanding their fleets with

France

— electric car sharing in niceLaunched in April, the Autobleue carsharing network in Nice, France, already counted 132 electric vehicles and 44 stations as of December 2011. The operator, VENAP, 70%-owned by Veolia Transdev, plans to expand to 210 cars and 70 stations by the end of 2012.

Featuring contactless ticketing, mobile NFC payment, personalized Web space booking and an “intelligent” recharging system, Autobleue combines car sharing, electromobility and advanced digital services. With a 24/7 customer care center, the service offers mobility packages for all means of transport (public transport, car sharing and cycling).

After nearly one year of operation, the new service (insurance, assistance, GPS...) has attracted 2,500 subscribers and customer satisfaction is running at 91%.

the latestgeneration electric vehicles in La Rochelle, France, where Yélomobile saw a +30% jump in growth in 2011, and in Porto, Portugal, through Citizenn.com. In addition to the launch of Autobleue in Nice, France, Veolia Transdev subsidiary

Proxiway is partnering with Toshiba to launch a new car sharing service in Lyons, France, in 2013. All service offerings are 100% interconnected with public transport networks.

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laBelS

QuadrupleCertifiCationISO 14001-certified since 2008 for its environmental management, Veolia Transport Perth also holds ISO 9001 for quality management (since 1998), AS/NZ 4801 certification for health and safety (since 2008) and ISO 18001 for occupational health and safety (since 2011).

a fleet of 440 latest generation “clean” vehicles, 68% running on compressed natural gas (CNG), transports 29 million passengers annually. Annual reporting based on the Group’s environmental management system measures impacts and enables ongoing performance improvement. Travelers can receive realtime information updates via RSS or Twitter, further reinforcing their choice of travel by bus.

for excellence in its Quality Environment and Safety systems.

Since 2006, Veolia Transport Perth has received the Gold and Platinum medals

5.1—australia

— a showcase of environmental performanceIn Perth, Western Australia, Veolia Transport Perth’s bus network combines record ridership with good environmental performance.


5.2—France

— “le tour de Strasbourg”Innovative services promote cycling in the city.

Another innovation is the introduction of Cyclobus, which strengthens the link between the transport network and bicycle services. Converted into a mobile rental agency, the bus carries up to 25 ready-to-rent two-wheelers, helping to rebalance the distribution of bikes outside the central business district and providing additional convenience for customers.

a metropolitan pioneer in sustain-able mobility, Strasbourg, France, offers a dense network of cycle paths stretching more than 500 kilometers. To encourage greater use, the Strasbourg Transportation Company has launched Vélhop, a shared bicycle rental service combining shop rentals (for daily or yearly use) and automatic stations (for rental by the hour). Preferential rates are offered to holders of bus and light rail passes.

two-wheelerS

13CitieS in franCeoffer a variety of Veolia Transdevmanaged urban bike services, including selfservice, short or longterm rental and secured parking solutions.

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making at least one connection within a single trip is a reality for most travelers. The priority thus becomes the ability to switch easily from one route or mode to another without losing time or being required to buy multiple tickets. Public authorities have increasingly made intermodal capability a key criterion in their tenders, seeking networks and mobility systems that optimize the transport offer and customer satisfaction. To accompany passengers door to door, Veolia Transdev completes the missing links in the mobility chain, such as shared bicycles or electric cars. In Nice, France, for example, the urban transport offer includes allelectric car sharing; the service is part of a multimodal network that includes public transport, parkandride locations for cars and bicycle sharing.

— one-Stop ShoppinG for moBilityAs complex as it is to design, intermodality needs to be a natural experience for the traveler. Veolia Transdev invests to make terminals and rail stations

the Internet, phone and mobile devices. A 360° perspective on customer relations and services.

— value CreatinG partnerShipS To be an effective mobility integrator requires cooperative partnerships in order to organize and deliver quality transport service that is comprehensive and seamless. An example of the cooperation between public transport stakeholders needed to open systems and networks is project “Smart Bus.” Led by Veolia Transdev under the European Bus of the Future

true network hubs, improving reception, information and individual services. The company also offers digital mobile companions to facilitate passengers’ daily transportation. For example, the personal navigation aid BPASS offers ticketing and multimodal information for travelers via their mobile phones. But it is the mobility center that best exemplifies the promise of an integrated system. This single sales window brings together all of the information on multimodal services that passengers need to manage their journey across a given region: schedules and fares, route planning, reservations, payment, claims... and all available via

— an unrivaled capacity to integrate, connect and simplify mobilityVeolia Transdev leverages its expertise in multiple transport modes and its unique capability to combine them into an integrated network to offer the widest range of solutions and mobility services.

integratoraccompanying each traveler door to doorSeamless connections are the first criteria for successful inter-modal transport. Getting there takes a broad, diverse web of expertise.

innovation

3,000StopSin the Oise region are equipped with NFC tags, 2D barcodes and SMS services that provide travelers with real-time information on traffic conditions. The Oise Mobility Portal was awarded the 2011 Technology & Innovation prize by the International Association of Public Transport.


program, 24 partners (including bus manufacturers, operators and equipment suppliers) have worked together to develop a standardized IT architecture based on “open data” principles. Currently being tested, the system will allow real time interaction between all bus networks beginning in 2015 and will be applicable for all modes of public transport. Another form of collaboration are partnerships with specialists from other sectors such as telecom operators, Internet service providers and banking institutions, that enrich the range of services for travelers. In the Netherlands, Connexxion joined with a large retail chain in 2011 to launch a network of franchised boutiques (Breaxx), enabling passengers to buy newspapers or groceries in bus terminals or multimodal hubs. The operator also offers “Connexxion TV,” providing travel information and general entertainment – all part of integrating inspired mobility solutions for travelers.

France

— multi-modal, multi-channel and multi-serviceAcross France, mobility centers are central to the client relationship.

public private partnership (ppp)As part of a PPP, Cityway opened a platform to manage information and ticketing for all modes and all operators in the Oise region. Available via Internet, mobile devices and smartphone applications, the device simplifies itineraries for passengers and provides key data to help authorities analyze and improve the quality of public transport.

mobility without bordersWorking with 10 regional transit authorities in the region of Alsace, Veolia Transdev created the first centralized mobility portal that manages information across several modes of transport throughout a region. Mobile Internet applications and an ecoroute planner allow route optimization.

long-distance transport on demand A call center handles reservations of 15 transport on demand services across the country. Software offers operators precise mapping and real-time updates on vehicle fleet availability.

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the client’s objectives include strengthening intermodality in order to improve passenger satisfaction and increase ridership. In the neighboring region of Limburg, Veolia Transdev already assures an integrated management of urban and regional public transport networks which

has resulted in a 50% increase in the number of passengers (bus and train) over six years.

6.1—netherlands

— an inter-modal network in the arnhem nijmegen regionConnexxion won a 10year contract to operate a new multimodal network of nine trains and 280 buses, including trolleybuses, gas buses and minibuses for transport on demand, for the urban area of Arnhem Nijmegen in the province of Gelderland (central Netherlands).

moBility Center

more than

50 millioncustomer contacts managed in 2011 by the Connexxion Taxi Services national call center.


800 ,000paSSenGerS in 2011and 250,000 trainkilometers.

in autumn 2011 new long duration contracts were signed. The first of eight new RegioShuttle RS1-vehicles is now finished and the test runs will start in spring 2012.The transport authority is now responsible for the buying of the vehicles and the infrastructure.

The interconnection with the urban and intercity bus network and Stuttgart’s SBahn (train) and the introduction of park and ride stations have resulted in a dramatic increase in train ridership.

6.2—germany

— in the Stuttgart region, urban transport connections breathe new life into railThe modernization of Strohgäubahn in the region of Stuttgart makes progress.

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City BuSeS

more than 400 millionpassengers carried in 2011 by nanjing Zhongbei buses in nanjing, China by veolia transdev and partner companies with which it has operated since 2008.

the new urban mobility “ecosystem” encompasses a wide range of light transit service solutions, including transport on demand, taxi, car and bike sharing and park and ride services. The architecture and balance of these multimodal networks varies between and within communities. In major city centers, the organizational principles are now fairly well established. Despite the complexity, transport projects require restructured mobility to respond to the needs of human and spatial density. Intermediatesized cities also are demanding answers, tailored to their specific needs and means. The greatest challenge is probably the suburbs where the solutions of a compact city don’t apply. Whatever the environment, the bulk of public transport network needs continue to be provided through regularly scheduled metro, light rail and bus services, ever more essential to meeting the growing demand for mobility while reducing the role of the private car.

— liGht railVeolia Transdev is a recognized expert in the revival of light rail, now transformed by innovative design and a high level

ers chose to travel on the Rhône Express service from the airport to city center in Lyons, in its first 12 months.

— the inDuStry’S wiDeSt multi-moDal expertiSeFrom China to South America and Australia, Veolia Transdev operates bus services in a variety of urban contexts. It is a mode of transport also undergoing major changes, with the rapid development of electric motors and rapid transit bus services. Combining the advantages of the bus (lightness, agility) and dedicated lane transport (speed, regularity, punctuality), Bus Rapid Transit services offer a highcapacity solution. Following TransMilenio in Bogotá, VIVA in York,

of commercial service. In cities such as Barcelona, Stockholm, Dublin and Strasbourg, Nantes and Grenoble in France, light rail is attracting new customers and helping to revitalize urban centers. In 2011, the new light rail service began in RabatSalé, Morocco, and two lines opened in Reims, France, providing the backbone for an entirely restructured bus network. Veolia Transdev is also one of the developers of the light railtrain combination: creating new links between the city and the surrounding region by combining the performance of the train with the adaptability of urban light rail. In France, the “tramtrain” connection in Mulhouse celebrated its first year of operation while over one million custom

— mobility management: setting the standardPlaying a key role in the design, build and management of truly integrated multimodal mobility systems.

Citiesa city that breathes – and moves!Public transport provides a breath of fresh air to urban environments, reducing the dominance of the private car and connecting urban spaces through links between centers and suburbs.


chile

— Santiago chooses Veolia Transdev to upgrade its bus networkFive years after its introduction in Chile, Veolia Transdev has been awarded the contract to operate the bus network serving Santiago’s northern and northeastern suburbs, home to 7.5 million people.

The success reflects the investment, excellent operating performance and service quality provided over the past five years by Veolia Transdev’s teams in Santiago, which have earned very positive results. With this new three yearcontract, and the possibility of an 18month renewal, the company will be operating nearly 600 buses in the capital and carrying 100 million passengers annually.

Veolia Transdev’s Chilean subsidiary, Redbus, now operates one of the company’s largest bus urban networks with revenues of more than 70 million euros in 2012, which should soon reach 100 million euros, given the country’s strong growth (+4% to 6% annually).

Canada, and, in France, TEOR in Rouen, BusWay® in Nantes and STIBUS in Maubeuge, Veolia Transdev provided another example of its expertise with the launch of T Zen in the Paris region. Meanwhile, the company’s operation of the Seoul line 9 continued to demonstrate exceptional performance on the first privatized subway line in South Korea. Harnessing the local environment, commuter and fast ferry services and shuttles operate in the Netherlands, Sweden, France and Brisbane, Australia.

— CommerCial SuCCeSSIn 2011, the business portfolio was strengthened by the gain of major bus contracts in the US (Nassau County, New York), Chile (Santiago) and the Netherlands (Arnhem Nijmegen), adding to urban networks in France at Besançon, MontdeMarsan, Arles and Cognac, and in Germany at Hildburghausen, Frankfurt on the Main, Sinsheim and Gütersloh. Other urban communities in France (Nancy, Chambery, Le Havre, Longwy, Dieppe, Avignon), Sweden (bus and light rail in Linköping and Norrköping) and the Netherlands (Utrecht light rail) have renewed their confidence in the company. Veolia Transdev, through Transamo’s participation, contributes to discussions on the “Greater Paris” transport restructuring in France, providing its insights as the third largest operator in the Paris region and as an experienced operator in major cities around the world.

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operated by veolia transdev on behalf of the paris regional public transit authority, this latest generation bus foreshadows the future of public transit in the region. Since its opening July 4, the service has provided a fast and regular connection between the departments of SeineetMarne and Essonne, interconnecting with each end of the regional RER rail network. High

frequency, guaranteed travel time, a high level of comfort, fully accessible, video surveillance, realtime information on board for passengers... everything converges to offer 6,000 daily passengers a unique experience. T Zen also includes buses built to the new Euro 5 and EEV standards and offers secured bike facilities at each station.

7.1—France

— the future is “Zen”The first Bus Rapid Transit of the new T Zen network debuts in the Paris region.

performanCe

7 minutesInTErVal BETwEEn T ZEn during rush hour, operating throughout the year from 5 a.m. to midnight, seven days a week.


the first section of this new trans-port system, opened in 2011, was created to connect the capital to the city of RabatSalé, a combined community of more than two million inhabitants. Veolia Transdev won the six-year, renewable contract in 2010, with support from Transamo. Following a preoperating phase and recruiting and training of local staff, the project team launched the

operation that should contribute needed redevelopment in the rapidly urbanizing country.

7.2—morocco

— Morocco’s first light rail service in rabat-Salé

riDerShip

180,000travelerSper day on two tramlines, totaling 20 kilometers.

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reGional tranSportation

26 millionkilometerSThe distance covered in 2011 by the 831 buses of VTNI to transport 1.6 million passengers to their workplaces, schools or businesses in France’s Normandy region, on 66 intercity lines.

throughout the world, increasing trade and urbanization are intensifying demand for interurban transport services at regional, national and international levels. Providing coverage for villages and small towns in sparsely populated regions remains a major societal challenge to which coach lines provide part of the response. They allow control of costs while providing targeted, flexible regional services, without the levels of public investment required for rail or air travel. Coaches also produce less pollution per passengermile.

— manaGinG all moBility moDeSVeolia Transdev maintained its position in 2011 as a major provider of European regional and intercity express transport. Its portfolio expanded in Germany, with contracts for new city bus routes north of Frankfurt, Gütersloh, Sinsheim and around Hildburghausen. The company also is active in Australia and North America. In the US, contract wins included operation of scheduled intercity service in the northern California region of Lancaster and renewal of service in the Charleston, South Carolina, region.

cific modes of mobility are another area of expertise for Veolia Transdev. In 2011, new contracts were added with the New York airports (JFK and La Guardia) in the US and PerpignanRivesaltes and Carcassonne in France. In California, the companies SuccessFactors, Seagate Technology and Apple renewed contracts to transport a total of 130,000 employees in the region while in Australia, the company was selected to provide transport for 2,000 employees of a mining company in Queensland.

Veolia Transdev actively participates in the development of international coach services in Europe through i ts VTEurolines subsidiary as well as its Inters companies in Portugal, serving 600 international destinations with a fleet of modern, comfortable vehicles. In France, the decision to authorize cabotage / intracountry service offers new perspectives for growth in long distance transport.From tourism to airport shuttles to ski resorts to school buses and business or employee transport for companies, spe

— regional coach represents 9.4% of passenger-kilometers traveled in the european unionThe portion of travel by train reached 7.3%, while private automobile remains the preferred means of transport with 83.3% of the overall.

regionsintercity lifelinesInterurban public transport contributes to the development of regions by adapting to the mobility needs of all populations.


— moDerniZinG the CoaCh anD itS imaGeThroughout these activities, operated in a deregulated setting or as a delegated public service, Veolia Transdev continues its longstanding investment policy to modernize both the coach mode of transport and its image with the public. In addition to improving the accessibility and comfort of vehicles, the company is developing ticketing and digital mobility centers. Its coaches are increasingly efficient and less polluting and the company’s drivers receive ecodriving training. At the same time, the company applies its expertise to help local authorities create true intermodal solutions: regularly scheduled coach lines become part of mobility networks along with urban transport, transport on demand services, car sharing and park and ride stations.

canada

— montreal-Sherbrooke expresshigh frequency lineIn Quebec, Canada, Veolia Transdev subsidiary Limocar provides express coach service between Montreal and Sherbrooke, with 13 daily departures in each direction and additional departures on weekends.

enhanced customer serviceVeolia Transdev is the first operator in the province to offer passengers a secured park and ride service and free onboard WiFi access. Eticketing can be handled over the Internet or via mobile phone.

a continuous increase in ridershipRidership on the 12 coaches, including four equipped for individuals with disabilities, topped 295,000 in 2011, representing 11.5% annual growth.

Over the past five years, ridership has increased 23%.

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Board a coach traveling from paris to lisbon in poitiers, france, and disembark in Bordeaux: it’s now possible thanks to cabotage, authorized on international routes in France since 2010 under new European regulations. Eurolines, which has received approval from the Ministry of Transport to market 230 interregional routes, launched a

London, Milan, Berlin, Vienna, Budapest, Lisbon and Madrid. As Europe’s leader in international coach transport, Eurolines’ strength is its serv ice to small and medium sized towns, providing travelers with maximum flexi bility in choosing their destination. Veolia Transdev operates under the Eurolines brand in France, Belgium, the Netherlands, the Czech

first wave of 100 route offerings in September 2011 connecting French cities at fares competitive with those for rail and air. Eurolines opened 226 routes in December and plans to offer 500 routes (250 connections) eventually in France.Eurolines provides daily service with a fleet of 500 luxury vehicles to major European cities such as Brussels,

8.1—international routes

— Dozens of european cities connected by eurolines


eCo-Comparer

Veolia Transdev’s Internet based ecocomparer compares CO2 emissions from Eurolines coaches with airplanes and cars.

an inteGrateD network

600european DeStinationSEurolines brings together 32 companies to manage the network of scheduled transport and numerous coach terminals. Transportation tickets are sold online and in 9,000 sales offices throughout Europe.

Republic and Poland and operates as part of a partnership in Portugal and Spain.

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paSSenGer information

300%the inCreaSe in 2011 online viSitSover the previous year for the new MOBITrans® service in Grenoble.

ticketing systems are a key part of the mobility revolution. Online purchasing, contactless tickets, multimodal passes, postpayment systems and targeted offers provide more freedom and simplicity for travelers, digital solutions also contribute to personalizing the customer relationship and rationalizing network management, areas in which Veolia Transdev is showing itself to be particularly inventive. In Reims, France, for example, the Citevia combination ticketcredit card can be recharged on the Internet through the secure Pass’TRANS service. Company innovations are increasingly bringing together the various systems developed in its networks worldwide that use cards or rechargeable USB flash keys or NFC mobile phones. The Ticketing as a Service (TaaS) solution proposed with Accenture integrates all existing digital payment forms around a single platform. All system information is shared and each network can supply its own ticketing options by installing light, inexpensive equipment in vehicles able to access

France provides a full range of information services, including mobile WAP sites, flash codes and text messaging while the new MOBITrans® platform offers a range of personalized services accessible from Internetequipped mobile phone. The BPASS service, inaugurated in 2010 in Nice, illustrates the dynamic integration of information and ticketing: any customer with an NFC smartphone can use it to book, pay for and confirm their journey by bus, light rail, bicycle or car sharing. Real time locationbased information also allows journeys to be optimized and delivers access to a host of city services, developed in partnership with the local community and other urban stakeholders. Currently

information and updates from the central platform. Currently being piloted in France, the offer will soon be distributed internationally.

— inteGratinG tiCketinG anD paSSenGer informationVeolia Transdev was also among the first to propose realtime information solutions to help travelers on the move, providing access at home, on holiday or in vehicles to key travel information including mode choice, time, traffic and route calculation. New networks were launched in all countries in 2011 with smartphone applications, putting “intelligent transport” in the passenger’s hands. Systeo in

— public transport web 2.0With the explosion of the Internet, social networks and smartphones, the age of the passive mass transit passenger is disappearing into the past: digital tools give every passenger the opportunity to optimize their own trip using realtime mobility resources.

Digitalmobility companions A pioneer in providing realtime ticketing and passenger information, Veolia Transdev is developing integrated digital solutions to better accompany every traveler.


being piloted in 20 regions in France, BPASS is intended to define a European standard. Other Veolia Transdev ventures, like Cityway(1), enable interaction with mobility centers to provide one stop information while Smarter Mobility(2) integrates data for optimized performance of multimodal transport networks.

— new horiZonS in moBility manaGementIn reinventing its profession to provide enhanced services to travelers, Veolia Transdev leverages open information systems. WiFi access enables passengers to make the most of travel time, whether in taxicabs, the subway in Seoul, trains in Boston and in the Netherlands, light rail in Tenerife, Spain, or on coach lines in Canada and the Netherlands. In France, the SmartNovel was tested in 2011 on several networks, allowing passengers to upload book chapters to their mobile device using a 2D barcode on board or in the station for leisure reading en route.

The majority of networks have invested in social networks to facilitate conversations and content sharing with customers. Whether Facebook, Twitter or blogs, initiatives are multiplying in Dublin, Barcelona, Valencia, Rouen, Avignon and London as well as in the Netherlands and Australia.

The Urban Pulse project, meanwhile, combining multimodal information, geolocation and social networks, is opening additional new possibilities for managing urban mobility – and positioning Veolia Transdev as the provider of the key to the “smarter city.”

ticketing

— universal fare card catches on in the netherlandsWith an investment of more than €100 million, Connexxion was a leading actor in the creation and adoption of the OVChipkaart, a nationwide multimodal, multifunctional electronic fare card developed in 2009.

Unlike most payment systems around the world that charge by the trip, card users pay based on distance traveled. The card can be recharged in hundreds of outlets, on the Internet, in transport terminals and on board public transport vehicles.

Since the end of the year, the system has been available on all public transport networks in the Netherlands. The traveler uses the same card regardless of transport mode, fares, operator, or the city or region traveled.

During 2011, the number of monthly trips made using the card jumped from 11 million to 16 million. Connexxion is working to extend the system’s coverage to taxis.

(1) See pages 31 and 41. (2) See page 31.

54

most daily activities in the city overlap with a need to be mobile – and above all when on the move. Digital mobility solutions now hold the key to empowered and enjoyable travel.

— where are my frienDS?Urban Pulse guides the user toward their friends using a locationbased social network feature.

— what’S happeninG in my City?The application offers travelers recreational or cultural mobility content developed with specialized partners, providing information on addresses, places to visit and not to be missed events.

9.1—inFo-mobility

— urban pulse: my life, my city, my journeyA wholly innovative smartphone application was born from a simple idea: transform travel time constraints into free time.


— GettinG arounDThe route planner can compare and choose modes of transportation (pedestrian, bicycle, coach, bus, light rail, car sharing, taxi) between two points. The “next departure” function answers the questions “when?” and “where?” indicating the nearest stop.Free for the traveler, the application is based on an innovative business model

using locationbased, customized, anticipatory advertising. Urban Pulse creates social and economic value from the information flow generated by urban transport. Launched in 2011 on pilot networks in France, in Chambery and Strasbourg, and the US, in New Orleans, and in Paris and New York at the beginning of 2012, the offer will be expanded gradually to include other functions, such as

“Veolia TransdeV’s Vision is To proVide mobiliTy soluTions for Tomorrow’s inTelligenT ciTy.”Jérôme Gallot

augmented reality and mobile ticketing. Deployment in other major European, US and Asian cities is continuing in 2012.

key fiGureS

50,000 people downloaded Urban Pulse over a 30day period.

56

SuperShuttle

38airportSserving 50 cities, carrying more than 8 million passengers annually.

already the leader in transport on demand in Europe and the US, Veolia Transdev has identified the business as one of its development priorities. With the global market growing more than 4% a year, transport on demand is becoming an indispensable link in the mobility chain between private cars and public transit. Its flexibility allows it to cover a wide range of mobility needs whether in rural or lowdensity suburban environments or in big cities during rush hour. A means of both service improvement and cost control, public transport on demand is particularly well suited for people living in lowdensity areas or requiring specific care. As a result, transport on demand is increasingly part of the response to ensure mobility for all, including children, seniors or people with illnesses or disabilities. It also satisfies a broader demand for customized transport: in the US, for example, one of the factors driving growth in taxi demand is the tendency of urban youth to leave their cars behind in getting about town. Shuttles, meanwhile, serve other traffic generators, such as rail stations and airports and serve as the vital “last mile” link.

services for the elderly and disabled in France, the Netherlands (national contract Valys), the US (including renewal of its contract in Seattle) and, starting in 2012, in Germany in the Lübbecke/ Eastern Westphalia region.

— taxiS anD ShuttleSThe economic model of the taxi differs from that of public transport, with the operator assuming 100% of the investment and business risks. The operator has the responsibility to group customers to optimize service and reduce costs. The leader in this segment in the US and the Netherlands (Connexxion operates 30% of the country’s public taxis), Veolia Transdev has continued to grow by

— a StronGer preSenCe in all marketSIn a growing number of regional markets, transport on demand minibuses are complementing or substituting for regularly scheduled public transport. Activity grew in the Netherlands, with a new concessions contract in Amsterdam, the US with several developments, and in France. In the Netherlands, the acquisition by Connexxion of a large ambulance company in the Hague region increased to 17% the portion of medical transport for mobility impaired people provided by the company throughout the country. Veolia Transdev is also active in medical transport in Canada in the Montreal region. The company operates many

— two forms of transport on demandTransport on demand includes two kinds of offers: services for the general public, either standard or speciallyadapted, such as transport for individuals with disabilities or reduced mobility and ambulances, and private services such as taxis, sedans and shuttle services like SuperShuttle.

transport on demandmobility “à la carte”In providing a ready response to travelers’ individual needs, transport on demand is rapidly filling the gap between public transport and private cars.


acquiring several local companies, such as Yellow Cab in the US, in Colorado Springs, adding to its other taxi companies in Denver, Baltimore, Kansas City, Pittsburgh, the Washington D.C. area and elsewhere. Meanwhile, SuperShuttle is expanding: the shared airport shuttle service is present in 35 leading airports throughout the US and in three airports in Paris, where SuperShuttle has signed a partnership agreement with Air France. The company has also expanded its ExecuCar sedan business to all airports that SuperShuttle serves in the US.

— SharinG BeSt praCtiCeSFor taxis, as with other forms of transport on demand, the primary focus is service excellence. Dedicated call centers operate 24 hours/day and widespread use is made of Internet, mobile phones and social networks to optimize customer relationship management. The attractive commercial offers and environmental benefits of transport on demand – fleets of electric, hybrid or greenfueled cars and minibuses – also contribute to its appeal. Veolia Transdev has created a specific international organization to identify and accelerate adoption of best practices and support its development in other countries.

united kingdom

— Green taxis give londoners room to breatheHeathrow Airport has chosen greentomatocars as their official transfer service to London. It’s another vote of confidence for the already well-known transport on demand company, a Veolia Transdev subsidiary since 2010.

An environmentally friendly alternative to traditional taxis, the fleet of 200, and growing, hybrid (Super Prius) vehicles that operate in Greater London are attracting an expanding clientele.

— vehicles run on hybrid electricdiesel or biodiesel produced from vegetable waste, with 100% electric cars soon to be introduced following a test program.

— Greentomatocars offsets twice as much CO2 as its operations produce.— the company’s “time is money” commitment guarantees a discounted fare in case of delay.— reservations can be made by telephone, email, Twitter or via a smartphone application.— all cars are wi-fi-equipped.

58

— on BoarD DiaGnoSiSIn many regions of the Netherlands, ambulances have been equipped with cameras and monitors enabling physicians to make a preliminary diagnosis at a distance while the patient is still en route, to expedite care upon arrival at the hospital. A screen installed in the emergency room tracks and displays the vehicles’ geographic position in real time.

— Support Chain To come to the rescue of neighbors suffering heart attacks, nearly 2,500 volunteers were trained by the Ambulance Division in the use of defibrillators in villages or neighborhoods located far from the nearest hospital. The closest volunteers are notified by SMS and intervene when the emergency vehicle’s arrival is reported to be more than 10 minutes. The Heartsafe Living program will be extended in 2012 to other countries in Europe.

10.1—netherlands

— Connexxion’s ambulance division innovates to save lives

lifeline

up to 40%expected chances of survival for victims of cardiac events taken in charge by the Ambulance Division,compared with

5% to 10%before, thanks to the Heartsafe Living support chain initiated by Connexxion.


— online traininGMandatory for ambulance personnel, ongoing training in medical procedures (six days per year) is now done via elearning. The Connexxiondesigned approach has proven so successful that the Dutch government will use it to train 23,000 police officers.

SuperShuttle CuStomer ServiCeS

more than

2 milliononline reServationS per year

1.7 milliontelephone reServationSannually for the call center of SuperShuttle and increasingly frequent use of smartphones and other mobile Web solutions, which generate nearly 60,000 bookings per month.

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as one of veolia transdev’s three key growth pillars, rail is an area in which the company’s expertise and experience are particularly recognized. Transporting 165 million passengers annually, the company operates more than 8,000 kilometers of rail line in France, Germany, the Netherlands, Sweden, Czech Republic, the US and New Zealand. Its expertise extends to all modes of rail, from providing rural access to linking international destinations and from local commuter to longdistance regional lines. Institutional arrangements, while varying by country, are typically management contracts in which the company’s roles include operating, traffic management and coinvesting with public authorities.

— SuCCeSSful traCk reCorD2011 saw Veolia Transdev expand its rail activities around the world. In France, where Veolia Transdev operates in several regions, launches of the tramtrain at Mulhouse and Thello’s overnight train between Paris and Venice, illustrate the

transit authorities place in the company’s capabilities. A strong record of success on which to continue to build worldwide.

— CreatinG tomorrow’S rail ServiCeSIn global rail markets, and particularly in Europe, ongoing opening to competition is reshuffling the deck – and Veolia Transdev has a strong hand to play. International route openings, with the possibility of offering cabotage (transport service between two points in the same country) took effect in 2010. In 2012, the European Union has committed to further opening all passenger traffic, including domestic rail networks. With fully com

breadth of the company’s expertise. In Germany where the company operates regional networks and long distance lines, a new contract in Eastern WestphaliaLippe reinforces its position as the country’s leading private operator. In Sweden, Veolia Transdev’s experience operating regional lines allowed it to respond to an urgent request from the public transit authority to assure the high frequency commuter rail link between Sweden and Denmark. Finally, the new contract to operate the network of commuter trains in the Arnhem Nijmegen region of the Netherlands and the renewal of the San Diego (California) operating contract in the US reflect the trust public

— the leading private rail operator in GermanyTo continue its expansion in global rail markets, Veolia Transdev draws on its considerable experience of operating delegated management contracts while also building strategic alliances with other public or private operators.

railto be an active player in opening markets A longtime operator of passenger rail, Veolia Transdev continues to develop in a growing market, in Europe and worldwide.

new ZealanD

10 millionpaSSenGerSRidership record in 2011 for the rail network in Auckland. Veolia Transdev teams worked day and night to provide 1,400 additional trains during the 2011 Rugby World Cup in New Zealand, the world’s third largest sporting event.


mercial lines eventually coexisting with contracted public service operations, Veolia Transdev is focused primarily on the latter. As rail expands in response to increased mobility needs, local public authorities are looking to experienced operators able to ensure both continuity of public service and cost control. With more than 10 years of experience operating regional networks in Germany, the company has demonstrated opportunities for increasing productivity and efficiency while simultaneously improving safety and the quality of passenger service. On Sweden’s Stockholm-Malmö line, the first assigned to a private operator in the country, ridership increased 76% between 2010 and 2011 under Veolia Transdev’s management, while earning a 90% satisfaction rate from passengers. In the US, passenger satisfaction for the companyoperated commuter rail in Boston is 87%. Based on references like these, the company is proposing its expertise to public authorities in Europe, Asia and elsewhere around the world in helping create the railways of tomorrow.

international routes

— thello connects paris and venicenew link between France and italyLaunched in December 2011, Thello offers overnight rail service to passengers traveling in either direction between Paris and Venice, with stops in Dijon, Milan, Brescia, Verona, Vicenza and Padua.

a new railwayThe new service is part of a joint venture partnership between Veolia Transdev and Trenitalia as the opening of Europe’s rail market to competition continues.

attractive servicesThello represents a major step up to existing offerings through extremely attractive rates, high quality onboard (with three levels of comfort, bar and restaurant service) and 24hour customer assistance.

62

the operator nordwestBahn, part of veolia transdev, was awarded a 12year contract for four new and existing rail lines in Eastern Westphalia-Lippe (3.3 million trainkilometers/year), and a 10year management contract for two other lines called “WeserLammetalbahn” around the city of Hildesheim.The contract to operate commuter rail services by RheinischBergischeEisenbahn on behalf of Regiobahn between the cities of Mettmann, Düsseldorf and Kaarst,

market open to competition, including managing regional transportation services on behalf of 12 federal states.Veolia Transdev operates regional rail lines

in the RheinRuhr region, was also renewed for 10 years. As Germany’s leading private rail operator, Veolia Transdev operates 16% of the rail

11.1—germany

— european showcaseSince the opening of the German rail market in 1996, competition from new operators has increased the number of passengerkilometers by 25%.

new marketS

320 milliontrain-kilometerSwill open to competitive tender in Germany by 2015, representing more than 50% of the regional rail market; the market will be 100% open in 2020.


funds. Passengers on Veolia Transdev operated lines have indicated their satisfaction (+54% since 2007 on the InterConnex line), with both the quality of operations – including 96.3% on-time performance on the NOB – and customer service innovations such as call centers, eticketing and dedicated onboard teams. Performance levels have contributed to doubledigit ridership growth in several operations in 2011 and a growing market share for rail transport.

as commuter services in metropolitan areas such as the RheinRuhr region and around the cities of Hamburg, Bremen and Stuttgart as well as rural rail lines around the cities of Schwerin and Leipzig. The daily InterConnex services between Leipzig, Berlin and Rostock, are the first privately operated long distance trains in Germany, now for nearly 10 years.The opening of markets has allowed the development of an attractive service offer, while optimizing the use of public

“german rail, now considered The model for The opening of europe’s rail markeTs, has proVen iTself in Terms of improVed serVice qualiTy and increased ridership. The end resulT is higher cusTomer saTisfacTion and a growing modal share.”Jérôme GallotConference on “Challenges and the future of rail transport: a European perspective,” November 22, 2011.

Veolia Transdev 36-38, avenue Kléber – 75116 Paris Cedex, France

Tel.: + 33 (0)1 71 75 11 11 www.veoliatransdev.com

This document was produced by the Corporate Communications Department

Communications Director: Bruno Negro [email protected]

Editorial oversight and coordination: Marina Jullien

Authors: GuyPatrick Azémar/Place Publique; William Mengebier/Alto.

Photo credits: Veolia Environnement, Veolia Transdev photo libraries; Getty;

AFP; USA: © Michael Reynolds/Interlinks image/EPA; Nederland: © Robert Vos/Interlinks image/EPA;

Léa Crespi/La Company; Corbis.

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To protect the environment, this document was produced on XPER Premium White FSC® certified paper, ECF guaranteed,

PH neutral, without heavy metals. The fibers used in the production come from sustainably managed forests.

Annual Report 2011 – Veolia Transdev

Veolia Transdev

Corporate Communications Department

Tel.: +33 (0)1 71 75 11 11

[email protected]

www.veoliatransdev.com

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