Multimodality

Multimodality is a key strength of Keolis Downer that stems from our extensive experience across a wide range of transport modes.

Keolis not only operates metro, heavy rail, light rail, regular and high-frequency bus services but also manages bikes, cable cars, river/sea ferries, on-demand transport, private driver services and parking. Keolis Downer’s objective is to provide a seamless door-to-door journey.

The Integrated Journey

At Keolis Downer, we are mode agnostic and customer-centric. Our focus on the total journey is driven by the way the customer sees their transport experience. They do not tend to think about the type of operator and mode; rather, they remember whether their latest journey left a positive impression or not.

Delivering a Seamless Door-to-Door Journey

Thinking like a customer has led us to revolutionise the delivery of public transport. The previous model was led by engineering, and now, decisions are made to suit the customer. Multimodal journeys are an outcome of that change.

Choice is now maximised, as we acknowledge that travel circumstances change. Ninety percent of customers change their travel habits every three days, and they catch, on average, 1.7 modes of transport. Individual customers vary daily between choosing slower journeys that avoid a change of mode and placing speed above comfort.

To meet passenger demand for different transport modes on the same journey, operators also need to meet new customer demands for;

• Quality information at interchanges
• Phone chargers in seats
• Wi-Fi access
• A carbon-conscious form of travel, where possible.

Systems that are truly multimodal or modally agnostic are more time-efficient to run because services can be better matched to demand. As long as the experience is positive, customers will walk a little further to the train station for greater capacity and a more frequent service.

Overseas, Keolis has proven that patronage increases when good multimodal outcomes are delivered, such as in Orléans Val de Loire, France. In the words of the President of the Orléans community, Charles-Eric Lemaignen;

“Since 2012 our work with Keolis has helped us optimise our transport network. For example, we have completely reorganised bus lines to ensure they better complement the second tram line. In the space of a year, this has led to an increase in passenger numbers from 26 million to 30 million. In 2014 we also set up a joint programme to reduce fare evasion, supported by an advertising campaign and more ticket checks. These initiatives have significantly optimised the efficiency of our network.”

Multimodal Transport in Australia and New Zealand

Keolis Downer started operating the multimodal transport network in Newcastle on 1 July 2017. It includes buses and ferries, and from 2019, will also include light rail. This is the first multimodal public transport contract to be delegated to a private operator in Australia. Keolis Downer is focused on improving the public transport network along with Transport for New South Wales, by;

• Enhancing passenger signage
• Redesigning the bus network
• Increasing service frequency and reliability
• Providing a better overall passenger experience.

The Gold Coast Light Rail, G:link, has seen the unprecedented cooperation of three levels of Government, in addition to greater coordination between transport modes. The introduction of light rail to the Gold Coast in 2014 facilitated the redesign of the bus network, ensuring cooperation between modes of transport and a seamless experience for passengers. There are now more bus services and extended hours with an increased frequency of services. Keolis Downer’s expertise has also been applied to interchange points. The Broadbeach South light rail and bus interchange is an example of what can be achieved when multimodal solutions are well planned.

In Melbourne, a similar positive outcome has been achieved by Keolis Downer, with a combined tram and bus platform stop recently created outside the Crown entertainment complex in Clarendon Street, Southbank. This is the only place on the network where buses and trams set down passengers at the same stop infrastructure. It is a small example of how thinking in a multimodal manner has led to a better customer outcome while maximising the use of a refurbished transport asset.

The entrepreneurial Keolis Downer team in South Australia has adapted taxi fleet technology to create Dial-a-Ride, an on-demand bus service for people in Victoria Harbour, Murray Bridge, Gawler, and the Barossa. These commercial services enhance both customer outcomes and the bottom line by using vehicles when they are not needed elsewhere; thereby ensuring people can remain connected. Similarly, in Quimper (Brittany, France), taxis are chartered to replace buses after 10 pm, due to relatively low usage at that time.

The massive current and planned investment in transport infrastructure in Australia will no doubt deliver some world-class assets. To ensure that such quality infrastructure is fully utilised, we need to collectively focus on improving transport interchanges, passenger information and network planning.

Taking Passengers from Start to Finish

The first and last mile of a passenger’s journey is often the site of the poorest outcomes. This is where the responsibility of the public transport authority and operator ends, and that of the councils begin. In addition to providing appropriate lighting, clear signage and digital tools to facilitate the door-to-door journey, operators have to be innovative and provide the right mobility solution to make public transport more accessible.

First and last mile connectivity is a key component of the integrated network, yet it is often overlooked. To avoid this, we need to embrace new governance models to factor in all network planning and to identify the responsible parties.

Around the world, no other operator has as much proven experience in;

• Designing integrated networks
• Managing multimodal contracts
• Creating and managing intermodal hubs and interchanges
• Delivering ‘last mile’ solutions on behalf of the public transport authority or local Government