Punctuality objectives reaffirmed
Respect for the punctuality and quality of the offer provided is a major imperative.
This objective is reflected in the implementation of several concrete measures to improve the reliability of the offer:
- Operational rapprochement of operators (SNCF Mobilités, SNCF Réseau, RATP) on the RER A in real time, especially in disrupted situations.
- Implementation of an action plan specific to the Saint Lazare network.
The way punctuality is calculated is changing to better reflect the experience of passengers:
- Promoting progress in punctuality on the entire RER A line,
- Better information on station services, particularly in disrupted situations,
- More detailed monitoring of punctuality, distinguishing between peak and off-peak hours,
- A financial incentive calculated each month,
- Taking into account the traveller's "origin-destination" journey, to free itself from the configuration by branch of certain lines of the network. This calculation method will be shared with the passenger associations concerned and applied from 2017 on lines C and D of the RER.
- Finally, the new contract insists on taking into account and monitoring the impact of the planned works, and the alternative means to be put in place, on the service provided to passengers.
An increased demand for quality of service
290 additional agents will be deployed to serve the traveller, for his assistance, information and safety. A human presence in the busiest stations guarantees that the last train is open, and EMLs (Mobile Line Teams) are mobilized at the other stations to offer a reinforced level of service.
Teleoperation will ensure the optimal functioning of station equipment (elevators, escalators and validators).
People with reduced mobility will benefit from a transport solution in all accessible stations of the network, a system without reservation at SDA stations (more than 90% of the amounts) from 6:30 a.m. to 8:00 p.m.
Consistent and standardized regional information
The information disseminated to passengers will be harmonised: it will be based on common standards for all operators, on the entire network and on all information media (maps, dynamic screens, sound information, etc.), all modes of transport combined.
In addition, real-time data is made available in Open Data.
Finally, the passenger's experience will be measured by a unique perception survey shared between Île-de-France Mobilités and SNCF Mobilités among around 70,000 passengers.
Passenger Complaints
The development of a "Ile-de-France Charter of Commitment for the Processing of Complaints" will harmonise the practices and commitments of operators in the processing of passenger complaints; It should make it possible to respond in a more coordinated, efficient and coherent way to users in the Ile-de-France region.
Ambitious investments to modernise networks
€3.8 billion will be invested over 4 years in order to:
- Renewing and modernising the railway rolling stock fleet
- Adapting maintenance workshops to new equipment
- continue the adaptation of stations: accessibility, renovation, desaturation
- continue to improve waiting comfort and information for passengers at stations
- facilitate the passenger journey through intermodal equipment: gligo, multimodal information, etc.
- A reaffirmed social and environmental concern
SNCF Mobilités will present a Social and Environmental Responsibility (CSR) report specific to TRANSILIEN at Île-de-France Mobilités each year. This assessment will show the consideration of the health of passengers and local residents, the search for energy sobriety, the steps to obtain or maintain ISO 14001 certification for maintenance centres, and social requirements.