2021 – Activity and sustainable development report

Is this commitment first and foremost to your customers?

Catherine Guillouard: They are at the heart of our concerns. In their interest, we have thoroughly revised our service relationship and made their satisfaction our priority by showing them, through a charter of nine commitments launched in early 2021, that we know how to meet their daily concerns. These efforts have been recognised: the passenger satisfaction rate improved significantly to reach 86.5% at the end of 2021! And it’s not over: our new contract with Île‑de‑France Mobilités sets very strong targets in this area, with a high level of investment to improve the daily lives of passengers.

With the successful launch of our MaaS (mobility as a service) application Bonjour RATP!, which incorporates Mappy services, the progress made in terms of decarbonised mobility with 48% clean buses in the Île‑de‑France region fleet and one-third of bus depots converted to electric or CNG, these are also very concrete responses to our customers’ expectations.

And now? What does the future hold?

Catherine Guillouard: In France and abroad, more and more cities and regions are choosing us as their partner: in 2021, we won the tram line T10 and two Optile networks, in Mantes and Saclay, and began operating new projects in Egypt, Tuscany and Saudi Arabia. We have started to build areas of growth for the future, and we are beginning to see the effects.

"We put our industrial, service and digital excellence at the service of the sustainable city."

Our new subsidiary, RATP Solutions Ville, has won two major contracts: the Grand Paris Express fibre optic network and the City of Paris cooling network. Our commitment to better city living is total and becomes stronger with each new project!