Dublin

In 1994, within the framework of its urban development plan, the City of Dublin decided to implement - in addition to its existing network - a light rail system, for quick and environmentally friendly transportation with high customer capacity to meet rush-hour demand. To build the light rail system, a dedicated agency, RPA, was set up to manage the project. In 2002, Veolia Transdev won the contract to operate the light rail lines and began services in 2004.

Veolia Transdev has full operational responsibility, with the goal of providing service excellence:

• manage and measure improvements in availability, on-time performance and passenger satisfaction,
• provide on-going improvements in fare evasion control: for any fare evasion over 8%, we pay 50% of the total revenue lost to RPA,
• contribute to improving the image of public transportation in Ireland.

Veolia Transdev supports and works in partnership with RPA, sharing global best-practices and building an open dialogue with Luas stakeholders and employee representative bodies.

• Operations are ISO 9001 and ISO 14001 certified for quality and environmentally management.
• The management team is focused on security, driver availability, service disruption management and optimization of timetables and services.
• Levels of fare evasion are monitored and assessed monthly to identify proactive prevention measures.
• Optimization of timetables and services.

Result: Winner of the Chartered Institute of Logistics and Transport, Passenger Transport Awards.

• Regular "Meet the Managers" initiatives to solicit customer feedback on the platform allow us to listen to passengers' expectations and supplement continued customer satisfaction surveys and feedback.
• LUAS benefited from Veolia Transdev's exclusive programs enabling high service quality: all employees receive Veolia Transdev's "Going for Green" customer care training, deployment of "Listen", Veolia Transdev's customer feedback and request program.

Result: Winner of Irish Institute of Training and Development, Training Award.

Honoring our commitment to provide ongoing improvements, Veolia Transdev delivered, in October 2010, a 7.5 km extension to the green Line. In July 2011, a 4.2 km extension of the Red Line was launched, completed with a new 300 place Park & Ride facility at the Cheeverstown station. These major extensions were handled with an experience and professionalism that enabled a seamless performance for the customer and operations.

On both occasions communications and marketing campaigns throughout the work and launch created an ongoing dialogue with the public and major events to publicize public transportation benefits.