Valence

In this medium sized regional city in France, the predominant mobility choice is the individual vehicle. In order to attract new users, optimize use and facilitate connections, a major network redesign was launched with the arrival of Veolia Transdev in July 2006.

• Grow ridership by one million additional new passengers within two years.
• Deliver superior customer care.
• Multiply traditional and innovative communication channels and feedback from passengers.

Veolia Transdev subsidiary, CityWay, developed and rolled-out their high-end mobility application for smartphones, allowing users to locate, plan and supplement their trip.

Passengers can track the latest traffic reports, navigate disruptions, ensure connections and locate their nearest stop using GPS.

A centrally located "mobility center" is open six days a week for one-to-one advice, additional services and sales or even to take bookings for on-demand and paratransit facilities.

To encourage adoption of a region-wide integrated contactless ticket, three mobile mini-boutiques were established to allow passengers to obtain, renew, update and pay for ticketing services.

A single free phone number is available for the entire network. Passengers are placed in contact with specialist local operators to find out the latest information or book a transport-on-demand service.

Vehicles are equipped with video screens onboard to show real-time progress along the route and next stops alongside local events, weather and news.

Handheld computers have been provided to network staff and controllers to report, rank and prioritize incidents and issues. 23,000 pieces of feedback were collected in the first year of use.

Using the Internet at the computer or on-the-go, an intelligent trip calculator provides real-time itineraries and information. A personalized online space allows passengers to top-up and manage their subscriptions loyalty program, with more than 5,000 downloads made.

CTVA maintains a strong social media presence to foster a two-way dialogue with passengers and stakeholders, including a regular mobility blog and popular Facebook page.