Keolis wants to “renew the dialogue with users”

You arrive in a tense context. The network set up on February 22 is criticized by users and complaints are piling up …

Michel MADINIER : “It is Smitu who defines the offer.” From 1is April, we will make every effort to develop it, to further increase the quality of service, and we will bring our expertise to, in consultation with the Smitu, make proposals that seem judicious to have the best public service provided to the inhabitants of this community . “

The network nevertheless suffers from a degraded image. How to renew the dialogue with users?

“Without dialogue, we cannot move forward. You have to be pragmatic. A concrete example: from April 6, we will open a telephone platform to collect customer complaints, with an extended time slot, from 7 a.m. to 7 p.m. All the means of communication will be deployed: social networks, website, application, info bus… It is essential to renew the dialogue with users because we are at their service. “

–

Can you tell us more about the info buses?

“They will circulate on sensitive points of the network, from time to time. In these buses will be present agents who will inform customers about timetables, connections, etc. When you are a user, a transport network can seem complicated, it is not unique to Citéline. “

Your financial objective is to increase commercial revenues by 12.5% ​​per year until 2025. Will this necessarily involve a price increase for users?

“To increase revenue, we need to get more people on our buses. And for this, the network must be adapted to the needs and expectations of users. The price of tickets is set by the Smitu, but the operator must ensure that attendance increases by having an irreproachable quality of service, being punctual and doing a good job. “

Do you confirm that all the drivers will be kept?

“Absolutely, and we are maintaining the social agreements as part of this transition. A new management team will arrive: a new director, a maintenance director and a customer relations and service quality director. This last position was created with the aim of renewing the dialogue: a transport company is at the service of its users and it is they who keep it alive. “

How do you plan to reduce the absenteeism rate, which is very high?

“Absenteeism in companies is a major subject. Employees must rediscover their identity. We must recreate the link, trust, a business project that unites them. You have to be present on the ground. With the new management, we are giving ourselves the means to recreate a better environment that allows employees to join. And I believe it will reduce absenteeism. “

–