2021 – Activity and sustainable development report

DIGITAL TECHNOLOGY IN DAILY LIFE

As a pioneer in MaaS (mobility as a service), the Group launched its offer in 2021 with the Bonjour RATP! application, bringing all forms of mobility in the Île‑de‑France region within reach of a single phone tap: itinerary search, ticket purchase, travel card top‑up, bicycle, ride‑sharing or kick scooter reservations, etc. With the incorporation of Mappy in 2020, the application has become a true travel companion, and the only one to offer GPS service to organise a multi‑modal journey from start to finish. MaaS is also a reality in regions, making life easier for passengers: in Angers, M Ticketing (travel ticket sales via a mobile app) and Open Payment (using a payment card for on‑board purchase and validation of a travel ticket) are both operational. In Brest, digital ticketing solutions are also offered on the Bibus network, and two electric buses equipped with the Holostop contactless holographic stop button are operating.

THE BEST STANDARDS OF SERVICE

With its BRRIC programme (Building a Reinvented Relationship with Its Customers), RATP has strongly committed in recent years to improving the customer experience, adopting a Net Promoter Score approach to measure passenger satisfaction. The results are clear, with a 15‑point improvement in 2021. In a market that is opening to competition and in which customer experience is key, the Group, a leader in operational excellence, can thus position itself among the best contenders in tender processes. It can also look forward to a new four‑year contract with Île‑de‑France Mobilités, raising its ambitions higher still and placing passenger satisfaction at the heart of its contractual commitments. Unveiled in early 2021, RATP’s passenger commitment charter covers 9 topics chosen to meet customers’ main concerns, ranging from real-time traffic information to cleanliness and safety. Despite the health context, the roll‑out of the Mon Client & Moi (“My Customer and Me”) programme is continuing, with constant enhancement of passenger information, notably new situational information screens on metro line 14. With the Cap’Handéo mobility services label granted to metro line 13 and tram line T8, and Cap’Handéo certification for metro lines 1, 5 and 14 as well as RER lines A and B, provision for people with disabilities has further improved. This innovation and service culture filters through to all networks operated by the Group. Hence, several OrlyVal shuttles have been equipped with information screens integrated into windows: a world first. They display useful real-time information on the destination, the weather, and other means of transport. On the first section of the Lusail tramway in Qatar, inaugurated in early 2022 by RKH Qitarat, a joint venture formed by RATP Dev, Keolis and Hamad Group, the punctuality and regularity rates exceed 99.9%, in accordance with Qatar Rail’s expectations. This level of service quality is also acclaimed in Morocco, where RATP Dev Casablanca achieved ISO 9001, ISO 45001 and ISO 14001 certification in 2021, and in South Africa, where Gautrain, operated by an RATP Dev subsidiary, achieved 3‑star recognition from EQFM.