Portfolio of expertise. > Ticketing

Transcription

1 Portfolio of expertise > Ticketing

2 Transportation service is essential for maintaining quality of life. By freeing the downtown core of heavy traffic, transportation optimizes urban assets. By helping to reduce CO 2 emissions associated with mobility, transportation protects environmental assets. By enabling access to jobs and leisure activities and supporting social cohesion, it increases human assets Veolia Transport s mission today takes these considerations into account. Cyrille du Peloux, Chief Executive Officer > >

3 > Toward a more seamless mobility As urban areas expand and lifestyles change, mobility habits are also evolving. Trips no longer take place only within a city, but within a much larger mobility area. Passengers expect personalized transportation services that combine ease of use with seamless modal integration. Ticketing systems based on information technology and new electronic devices play a major part in these developments. Veolia Transport has broad expertise and many years of experience in the design and deployment of ticketing solutions: > more efficiency for transit authorities: Veolia Transport is a partner from the study phase through to the operation of ticketing systems, helping them to allocate revenues between operators and manage clearing houses; > more flexibility: solutions for transferring data and compiling statistics enable daily trip analysis and the adaptation of services to passenger needs; > > more freedom for passengers: contactless technology allows passengers to travel using a single card for access to all transportation modes, regardless of the operator. Contactless technology combines ease of use and reliability and can now be deployed on smartcards, USB sticks, throwaway tickets, NFC mobile phones (NFC, or Near Field Communication, is the contactless technology used in mobile devices) and the like. These various ways of using contactless technology have three advantages: > capacity: a high volume of data and applications can be stored; > rapidity: validation is immediate, so waiting time is reduced for passengers; > comfort: if lost or stolen, they can be blocked immediately upon notification. They can later be reactivated and the credit restored thanks to the data recorded in the system memory. Veolia Transport has been demonstrating its capacity to innovate for over 10 years: > In 1999, Veolia Transport was a pioneer in launching contactless ticketing, on the Nice urban transit system, and contributed to the large-scale deployment of this technology - including the Navigo Pass in the Greater Paris region, in > As early as 2005, Veolia Transport began testing services with payment by NFC mobile phones and is now launching this operation commercially in Nice. Buying and validating tickets and passes, and traveling with Veolia Transport in the city has never been so simple!

4 PARTNERSHIP We will provide support in defining your ticketing solutions Analysis of the context, an understanding of the challenges faced by the players involved, exchange of best practices Thanks to their experience of multiple networks across the world, Veolia Transport can offer fully transparent support to the PTAs during the different stages of their ticketing projects by respecting their autonomy of decision making and management. WE LISTEN To get closer to the customers expectations Qualitative inquiries, customer clubs, ad hoc studies Mass surveys of customers validates the relevance of new services and measures the level of passenger satisfaction after the launch of the ticketing system, both aspects are important parts of the Veolia Transport approach. INTERMODALITY To facilitate and encourage passenger mobility The ticketing system is a key factor in correcting glitches in transportation modes and pricing. It also facilitates access to an expanded public transit system that meets customer expectations in terms of inter-modality. Equally, Veolia Transport will contribute to minimizing obstacles to use of public transport by combining ticketing solutions and passenger information. RELIABILITY Guaranteeing you a reliable and flexible system Veolia Transport has been using ticketing systems for more than ten years; their mastery of the tools helps ensure the reliability of the equipment and of data. Sales and validation statistics allow the performance of the network to be monitored and contractual commitments. Analysing these could result in some adjustments to the transport service to make it more suited to the needs of the customer. APPROPRIATION To ensure the backing of passengers The implementation of a ticketing solution could generate worries and reservations, particularly for passengers who are less technically savvy. Veolia Transport supports the customer base months before the deployment of a ticketing system: awareness and information campaigns, and by having a presence in the territory, contributing to the appropriation of a new ticketing system by the passengers. INNOVATION Making public transport more attractive Online purchasing via the Internet, post-payment, reloading using a mobile phone the new distribution channels simplify use of and access to transport by offering passengers convenience and interactivity. Veolia Transport masters all interfaces with the passengers. Good reasons to choose Veolia Transport EXPERTISE Bringing you engineering, advice and support Throughout its network of subsidiaries research and consultancy activities, Veolia Transport possesses the resources and the expertise to put ticketing solutions into operation: needs analysis, principal functionalities, consultation with suppliers, developing system parameters and their final deployment. As a global player, Veolia Transport is privileged with maintaining close cooperative relationships with strong industry leaders. MANAGEMENT To ensure efficient steering of the project The implementation of a ticketing system is a real business challenge which impacts on every function: commercial, operational, technical services, IT, quality, HR and finance. Veolia Transport has developed extensive know-how in the management of these complex projects and knows how to drive the necessary changes forward in order to ensure relevant and coherent deployment of the new ticketing system. INTEgration Favouring cooperation in the quest to create intermodality The integration of ticketing systems is often a prerequisite for intermodality. Cooperation is crucial in order to put technical solutions into practice in an area where the population is mobile. Veolia Transport possesses a range of solutions in terms of pricing integration, secure data exchange and allocation of revenues to assemble and put integrated ticketing systems into use. CUSTOMER RELATIONS To capture and develop the loyalty of the customer base Electronic ticketing is a formidable tool for getting to know the customer base and to strengthen customer relations. Statistical databases allow the creation of personalized services to customers. Veolia Transport puts technology at the service of customers by developing commercial partnerships with local players that encourage passenger mobility and reward their loyalty. ENVIRONMENT To make the customer base more aware of its transport choices Thanks to electronic ticketing, it will be possible for passengers to analyze the impact of their journeys and the modes of transport they choose. As an organizer of sustainable mobility solutions, Veolia Transport favours the education of passengers and encourages mobility that is more environmentally friendly.

5 The BPASS service on your mobile phone Your travel companion Our passengers are increasingly switching between different transportation modes, making trips difficult to plan ahead. They have an increasing need for targeted information and roaming purchasing solutions for their last-minute mobility decisions. As most of them always have their mobile phone with them, it is the perfect device. BPASS is an NFC* mobile service deployed on new-generation mobile phones with a contactless interface that enables data exchange and enhanced services. By combining ticket purchases, travel information and entertainment, BPASS makes trips easier and more pleasurable. Thanks to the BPASS service on your NFC mobile, you can buy your tickets when and where you like, and validate them as you would other passes, by swiping them over a terminal when taking public transit. By reading an interactive label at bus stops and stations, BPASS also gives you access to real-time passenger information (times of the next buses, service disruptions, trip planner, etc.) and to information about the city (neighborhood maps, events, and more). BPASS is a solution designed, financed and operated by Veolia Transport, which provides this service for transit authorities. The rapid deployment of contactless technology in transit systems and the spread of NFC technology will make the mobile phone the most widely used device for ticketing systems. What is Veolia Transport s approach? With transit ticket or pass purchasing simplified via a mobile device and contactless technology, we can attract new customers. Veolia Transport has been innovating for over 10 years in mobilephone-based information services, which are now popular with passengers. Since the arrival of NFC technology in 2004, Veolia Transport has also focused on ticketing and now has recognized expertise in this field: > in Nice, in 2005, Veolia Transport validated the technical feasibility of purchasing, payment and validation services, and measured their level of customer take-up, which proved excellent; > in 2007, Veolia Transport carried out trials in the Bouches du Rhône area of France on an NFC ticketing solution for multimodal transit services using different telecom operators; > in 2007, then in 2008, Veolia Transport in Germany tested a ticket purchasing solution using NFC mobiles on two of its rail systems. In Nice, France, Veolia Transport has now launched the BPASS commercially. With Veolia Transport, visiting the city, purchasing and validating your tickets and exploring all transportation modes has never been as easy! > * Near Field Communication, a short-range, high-frequency, wireless communication technology

6 Veolia Transport 5.86 billion in revenue for operating countries 77,591 employees 2.8 billion trips per year 37,162 vehicles 5,000 public authorities served around the world 4.3 million metric tons equivalent CO 2 avoided July 2010 Photos: Keo Studio. Veolia Transport 36-38, avenue Kléber Paris France

7 Bus Est Bus Est France A flexible, centralized regional ticketing system 15 transit authorities Networks: 10 urban networks in operation, 2 TOD networks, 3 Technical Assistance contracts Bus Est, subsidiary of Veolia Transport More than 7 million passengers per year 153 vehicles Staff: 224 employees..... Bus Est, a subsidiary of Veolia Transport, manages and operates urban transit in the eastern part of France, in metropolitan areas of less than 50,000 inhabitants. Bus Est operates urban networks across Champagne-Ardenne, Lorraine and Alsace. The implementation of a new ticketing system at a regional level aims to: facilitate access to transport, and encourage mobility of the inhabitants; modernize existing systems both in their conception and implementation of efficient ticketing equipments and reporting tools; harmonize ticketing solutions to encourage intermodality and provide integrated ticketing in the eastern part of France Bus Est has developed an original approach which fulfills a triple objective: accompany the PTAs by providing ticketing solutions and funding for equipment; conceive a single system that is progressive and easy to deploy; generate economies of scale by a joint deployment at the regional level, thus allowing networks with more limited resources to acquire a modern and efficient system at a lower cost. Result Centralization of the system has brought about a 30% reduction in investment and operation costs on urban routes equipped with this system Since 2007, Bus Est has demonstrated expertise in the deployment of a modern and functional ticketing solution. Configuration, unique to every network, has been developed with the ERG company. Bus Est invested in the ticketing system on behalf of councils. A role and expertise recognized by the PTAs Leadership of Bus Est during every phase of the project, from the needs analysis to use of the data provided by the ticketing system. Every PTA has a reliable system for detailed reporting on the number of journeys made, validation of tickets by type, etc. Composition of a unique database on towns with less than 50,000 inhabitants in Lorraine, leading to greater reliability of traffic and revenue forecast. In the long term, the ticketing solution will allow integration with the SimpliCités card and the creation of multimodal tickets. A ticketing system that is easy to deploy and easy to use Highly flexible and adaptable solution. Progressive implementation favouring appropriation of a contactless system by employees and passengers. The launch will be accompanied by a communication plan aimed at customers and training for drivers. Transfer of data by means of a GPRS system resulting in daily updates with the central server based in Nancy, guaranteeing: updating of statistics; direct management of every network of their operating and ticketing data. Statistical analysis of data, thus allowing greater reactivity in the evolution of services, updating of parameters and greater consideration of the mobility needs of customers and inhabitants. July 2010 Photos: Veolia Environnement photo library.

8 Rouen Rouen France A contactless ticketing system Better knowledge of customers Communauté de l agglomération Rouen, Elbeuf, Austerberthe (CREA) Greater Rouen Transport Authority (TCAR), subsidiary of Veolia Transport End of contract: 31 December million passengers/year Network: 560 km 2 metro lines 3 TEOR (Bus Rapid Transit) lines 29 regular bus lines 3 commercial agencies 97 automatic distributors, of which 50 equiped to recharge ASTUCE contactless cards 160 ticket agents 28 light rail vehicles 66 optically guided articulated buses for TEOR 218 buses Staff: 1,171 employees Result Successful launch of the contactless card in August The transport network of Greater Rouen (TCAR) benefits from an excellent brand image and constitutes a benchmark in the world for its technological choices, such as the metro or TEOR. In order to modernize the ticketing system put in place when the metro was launched, Greater Rouen decided to launch a contactless ticketing system. The most significant challenges were to: conserve an image of modernity in the network; facilitate access to the network and improve traffic flow; ensure flexible deployment for customers by supporting them right through the process of implementation; increase ridership The contactless ticketing project, managed by CREA in collaboration with Veolia Transport and all their partners aims to: speed up boarding of vehicles in order to improve run time and offer passengers a better transport system; simplify fare structure by developing various ticket options; offer services that respond to passenger expectations, thanks to improved knowledge of their travelling habits; Give access to additional services - such as selfservice bicycle, using contactless technology and online boutique to manage services Assisting the local authority with technical support Validation of specifications and drafting of the functional requirements. Monitoring of all stages of the development process. Synchronization of local authority expectations, technical constraints and day-to-day operations. Improvement of transport services Data collection and analysis enabling TCAR to suggest network improvements to the PTA. Improvement of run time thanks to the speed of validation and quicker passenger boarding. Simplifying the fare structure to make it easier to understand Establishment of a single reduced fare for relevant groups (families, under 26 s, OAPs). Harmonizing the fare structure: Youth card for the under-26; Open Sesame card for everyone; Seniors card for the over-65. Ease of use for customers: automatic topping-up of subscription by internet or post without needing to go to a transit agency (2009), reduction in administrative procedures, etc. Increasing customer loyalty with Club Proximis Gold Targeted marketing thanks to better, in-depth knowledge of customers. Specific loyalty program to win over annual season ticket holders. Regular bulletins and personalized online services including discount voucher for partner businesses. Result 130,000 cards distributed over 18 months. 2/3 of validations are made with contactless cards. July 2010 Photos: Veolia Environnement photo library.

9 Saint-Étienne Saint-Étienne France Launch of a contactless ticketing system A comprehensive and unifying strategy Saint-Étienne Métropole TPAS, subsidiary of Veolia Transport Contract start: 2004 Contract duration: 8 years 170,500 passengers/day, 39,408,000 passengers/year Network: 9,175,700 km 56 lines 1,800 stops 35 light rail systems 145 buses 26 trolley buses Staff: 696 employees..... With a ticketing system (now obsolete) dating from 1993 that notably ensured intermodality with the TER (Regional Express Train), Saint-Étienne Métropole decided to invest more than 5 million euros in a new contactless ticketing system to be deployed in September The three main challenges of this project: put in place efficient technology in the Greater Saint-Étienne area; develop a ticketing system that is integrated at regional level, including the TER and urban networks; launch a multipurpose card The mission entrusted to TPAS as part of their provision of technical assistance is to: support and advise Saint-Étienne Métropole on the selection and development of technical solutions; manage the technical and commercial relationship with the ERG-Parkeon Group, which was awarded the equipment contract, in controlling all the components of the project; steer the project in collaboration with the various players at local and regional level, and to encourage the development of intermodality by means of an integrated system as well as the use of a contactless card A comprehensive and unifying strategy: A technical support group centred on cooperation and transparency Analysis of technical solutions and recommendations to Saint-Étienne Métropole. Monthly progress meetings with Saint-Étienne Métropole, weekly meetings with the ERG Group and frequent contact with the PTA and TPAS. Expertise in servicing modern and innovative ticketing systems Management of the project by a technical officer from TPAS/Veolia Transport to define and validate that the general and detailed technical specifications are in line with the objectives of the project. Engineering support and consulting from Veolia Transport Ticketing Unit who posess extensive expertise in ticketing systems. Company-wide approach that includes all internal competences Project management by a ticketing system manager in charge of leading a cross-disciplinary team of 12 people integrating commercial, operational, technical, IT, quality control, communication, financial resources and HR functions. Project coordination by means of regular internal business communication. A pioneering role in the effective implementation of integration The current magnetic ticketing system is already integrated with the TER in the Firminy Rive-de-Gier sector. Extension of the perimeter to encompass other rail services in the Rhône-Alpes region, envisaged within the framework of the regional card OùRA! Participation in working groups at Rhône-Alpes regional level with the operators of urban services in Lyon, Grenoble and Valence. July 2010 Photos: Veolia Environnement photo library.

10 gironde The Gironde Region France A ticketing system that guarantees reliable distribution of revenue between operators Local council of La Gironde (CG33) Cartrans Gironde with Citram Aquitaine (subsidiary of Veolia Transport) as main transporter Contract start: 1 September 2006 Contract duration: 6 years 16,438 passengers/day 4,800,000 passengers/year Network: 64 regular lines 8,000 stops 374 towns served 300 coaches..... In June 2006, the local council of La Gironde (CG33) published a call for tenders in order to acquire a contactless ticketing system, to modernize and also to harmonize all the existing systems in the county. In response to this call for tenders, Veolia Transport created the company Cartrans Gironde Service along with nine other interurban transport operators in La Gironde. Their mission is to provide and administer the new system developed by ERG The local council s objectives were to: acquire an intermodal and integrated ticketing system that allows compatibility of transport tickets between the interurban and urban network of the Bordeaux urban community; implement a reliable system of revenue redistribution between the various operators; acquire reliable statistical data in real-time in order to obtain a fine-tuned knowledge of how passengers are using the network; prepare the launch of the new system to the customers Technical assistance for the local authority Participation in the choice of technology and integration guidelines. Assist with setting parameters, thanks to an extensive knowledge of the territory. Field evaluation of the feasibility of technical operations. Efficient project management Putting an experienced (internal) team in place: a generalist for technical and functional administration, a maintenance manager and a commercial assistant. A key contact person, commissioned by Citram-Veolia Transport to pilot the launch and set the parameters of the ticketing system, acting as the liaison between CG33 et ERG. An IT expert, commissioned by Citram, to develop the technical functionalities of the system and ensure that it functions optimally. Reliable redistribution of revenues Systematic validation when boarding vehicles: identification of lines most used by the customer is made easier, even when the journey includes transfers. Before redistribution, revenue is put into an account managed by Cartrans Gironde in which every transport operator has a positive or a negative balance. Monthly breakdown of revenue by the ticketing system manager. This is guaranteed between interurban transport operators and the urban network of Bordeaux. Reliable redistribution of revenue thanks to Citram s expertise and local knowledge. Improvement of the transit service thanks to data collected Transfer and analysis of data, thanks to the GPRS system that allows vehicles to communicate statistics without having to return to the depot. Service improvement proposals supported by ridership data provided by the ticketing system. Better knowledge of mobility habits and customer needs enabling the introduction of targeted marketing initiatives. July 2010 Photos: Veolia Environnement photo library.

11 Nice Nice France Pioneer in ticketing Communauté Urbaine Nice Côte d Azur (NCA) which brings together 27 bouroughs ST2N, subsidiary of Veolia Transport Renewal of contract: July 2004 Contract duration: 7 years..... In 1999, ST2N (in partnership with the PTA), was the first network in the world to introduce the smartcard ticketing system on its buses, using technology from Calypso ( contactless microprocessor card). The Regional Interoperability Charter, signed in 2007, aims to harmonize the various ticketing systems and to develop a multimodal fare structure within the Alpes-Maritimes region. This project needs further development of the contactless ticketing systems currently used by ST2N Bring the contactless ticketing system of the Lignes d Azur network, which was created in 2004, up to date. Develop the fare structure and assure greater reliability in the monitoring of revenue, thanks to the new ticketing system tools. Be associated with the integrated project launched by the Alpes-Maritimes region, in preparation for the 2009 launch of an integrated ticketing system. 54 millions passengers/year Network: 117 lines 1 Light Rail line km 4 Park&Rides 20 light rail systems 369 buses Staff: 1,034 employees Taking the lead in innovation As a major player in the field of ticketing systems since 1999, Veolia Transport, in partnership with NCA, responds to both needs of the passenger transit market and the ticketing, which are undergoing a complete transformation. Piloting the way recognized experience Recognized technical expertise in the management of interfaces between cards (sales, validation and control) and the backoffice system. Ten years of experience in the management and monitoring of ticketing operation data, allowing the network to optimize its service according to the travelling habits of passengers. Over 15% reduction in fare evasion within five years, thanks to the implementation of the new ticketing system and systematic validation. 1999: World premiere on Nice buses operating a smartcard ticketing system using Calypso technology ( contactless smart card). A wholistic approach to simplify use and seduce passengers Real time information at stops through 2D flashcode, NFC and SMS technologies A personalized online space (internet and mobile internet) providing cards top-up and automated alerts BPASS, the first NFC mobility solution in Europe: purchase and validation of tickets from an NFC mobile Real time information and additional services (arrival times, traffic disturbances, local maps and events...) A new tool to explore the city and pass easily from one mode to another July Photos: Veolia Environnement photo library.

12 Land of Baden- Württemberg KreisVerkehr Schwäbisch-Hall Stadtbus Schwäbisch Hall, subsidiary of Veolia Transport Contract: Concession for 14 lines Population served: 70,000 inhabitants in the Schwäbisch-Hall district which has a total of 188,000 inhabitants 7 million passengers/year Network: 400 km of lines 63 buses (20 articulated) Staff: 105 employees Land of Baden-Württemberg germany KreisVerkehr Schwäbisch-Hall First ticketing system in Germany to use the nationwide, interoperable standard..... In 2001, the principal German Transit Authorities and transport operators decided to adopt, develop and implement a nationwide, interoperable standard. This public transport core application standard became the benchmark for all the management tools and electronic fare equipment in Germany. In 2006, Schwäbisch-Hall became the first district in Germany to develop and launch (with Veolia Transport acting as a partner in the pilot scheme) a ticketing system using this standard on a smartcard the card is called the KolibriCard. This new ticketing system has been 50% financed by the Land of Baden-Württemberg For Stadtbus Schwäbisch Hall and Veolia Transport, it involved : replacing the existing obsolete system by switching from paper-based technology to a contactless system for those customers who travelled occasionally; saving time and resources by reducing the proportion of sales transactions conducted by drivers (one trip and multi-trip tickets); supporting KreisVerkehr Schwäbisch-Hall in managing an automated fare collection system project: the tariff is calculated on the basis of usage (origin destination) then deducted from the amount pre-charged on the customer s card; guaranteeing the success of the KolibriCard and winning passengers acceptances of the check-in/check-out validating system The KreisVerkehr Schwäbisch-Hall (KSH), is a body that is owned 50/50 by the district of Schwäbisch- Hall and local transport operators. Stadtbus Schwäbisch Hall (SSH), subsidiary of Veolia Transport was the partner in the pilot scheme. Statistical analysis of data, allowing greater reactivity in the development of services, pricing, implementation of parameters and more consideration for the mobility needs of customers and inhabitants. Excellent coordination with KSH Strong backing from passengers Result Fewer barriers to mobility, thanks to simplification of the pricing and ticketing systems. Improvements in punctuality brought about by a reduction in the number of transactions carried out by drivers. A team dedicated to supporting the project: team of 3 people (operations manager, marketing manager and dispatcher) to accompany KSH and the industrial partner (Höft & Wessel). Coordination by SSH of customer relations and development of the ticketing system for all operators in the district. Speedy implementation of a reliable and modern ticketing system Quick transition: there was a short overlap period with the old ticketing system. Launch by SSH of a WiFi communication system, ensuring the rapid transfer of ticketing data from the bus to the central server, managed by KSH. A unique pass (KolibriCard) allowing greater accessibility to the entire transport network of buses and trains in the district. Simplicity of use, linked to automatic fare calculation and electronic payment for the journey. When the credit on the card reaches a minimum limit, a deduction is made from the customer s bank account in order to reload the KolibriCard. Customer-oriented approach, SSH used journey statistics to propose a ticket that was adapted to the needs of customer mobility by means of customer mailings (with the customer s prior consent) and compliance with German law. July 2010 Photos: Veolia Environnement photo library. Automatic collection of revenue, securing customer payments and revenue sharing (clearing house) managed by KSH.

13 Nancy Nancy France A new ticketing system in the Greater Nancy area An exemplary launch from the passenger perspective Urban community of Greater Nancy Network brand: Stan Connex Nancy, subsidiary of Veolia Transport Contract start: 2002 Contract duration: Extension to 31/03/ million journeys/year, 25.4 million validations/year Network: 24 lines (one light rail line) 1,050 stops 25 light rail vehicles 30 GO buses 149 GNV buses 15 minibuses Staff: 805 employees Result For a month, 66 people were on hand to conduct information missions, accompany passengers and promote the system throughout the Greater Nancy area The Lorraine Inter-modality Charter, launched on the initiative of the Regional Council of Lorraine, and widely supported by Greater Nancy, was signed by the 16 PTAs in the district. It aims to facilitate and encourage mobility on all passenger transport lines in the region. In order to increase the existing links between the areas of Nancy, the Urban Community of Greater Nancy, the Mixed Suburban Transport Syndicate of Nancy and the Community of Communes of Pompey decided together to deploy an integrated contactless ticketing system on the two urban networks, the suburban network and the TER (Regional Express Train) network. This was based on the Lorraine card SimpliCités Develop integration including integrated fares: upload tickets for the 4 networks: Stan, Sub, Le Sit and Métrolor on all SimpliCités cards; launch the MixCités fare structure which permits travel on the 3 networks of the Greater Nancy area: Stan, Sub, Le Sit and on Métrolor lines (TER Lorraine) within the framework of a fare integration agreement. Ensure the success of the launch of the ticketing system from the passenger perspective: obtain the support of passengers for the new system; encourage systematic validation; promote the SimpliCités card and public transit in the entire Greater Nancy area Veolia Transport assisted the Urban Community of Greater Nancy in the coordination of the strategy, communication plan and its deployment for the 3 urban and suburban networks of the Nancy region, in a context of interoperability with Métrolor (TER Lorraine): steering of the Joint Implementation Group; consultation with, and selection of communications agencies; coordination and follow-up on communication through paying extra attention to technical deployment and the specificities of each network. Coordination of a seven-month information and promotional campaign aimed at the general public Choice of a common motto for the three networks: It s as easy as Virtual marketing: launch of an Internet site, simplecomme.com, to promote the new ticketing system and collect customer feedback and requests through an on-line forum. Mass production and coordinated distribution of personalized SimpliCités cards for school and annual subscriptions of the 3 networks. Launch of a internet Game-contest: video and photograph contributions submitted over the Internet and rewarded every month. Large-scale public poster campaigns under the theme It s as simple as Production of themed How to use guides for each network and customer group. Action and support plans for ticket agents. Large staff presence in the field at the time of launch. Permanent link with the media. In 2010, a new internet site provides numerous additional features, including online top-ups, loyalty programs and personalized alerts. July 2010 Photos: Veolia Environnement photo library.