Translations Best practice in Spanish version Best practice in French version Best practice in English version

KEOLIS LILLE experiments with a social integration component in its Transport Planning process

6. Clients and consumers

Client and consumer relations


Keolis Lille, subsidiary of the KEOLIS Group, is responsible for operating the Lille Metropolitan public transit network (northern France). Its activity, tied so closely with urban public services, has naturally led to a focus on Sustainable Development. The company is committed not only to protecting the environment, but also building social links via employment opportunities and services benefiting transit passengers (170 million trips provided in 2013). As part of its CSR strategy, Keolis Lille is interested in using its position to lead actions favoring the integration of socially and/or culturally marginalized population segments through improved mobility access.


  • Facilitating the mobility of individuals facing economic, social or cultural hardships in order to promote their employment opportunities;
  • Combating the tendency for these targeted population segments to commit transit fraud and loiter in the network by encouraging compliance with transit system rules;
  • Coordinating a partnership network centered around the theme of integration through mobility;
  • Improving the corporate image among population residing in underprivileged districts.


In order to enhance mobility access for individuals seeking to enter the workforce, Keolis Lille has been experimenting with the implementation of Integration-oriented Transportation Plans (ITP).

The goal herein is to mobilize a network of partner entities (including CCAS Social Services Agencies, Local Assistance committees, Unemployment Offices, neighborhood associations) assigned to inform and build awareness regarding mobility resources among the unemployed / vulnerable public by means of an appropriate interactive support.

Within these entities, transit contacts are appointed; such individuals receive a full day of training by Keolis Lille on issues including service supply, transit fares and fraud control measures. The designated contacts are thus capable of informing the public and the entity's other professionals regarding the critical features relative to public transit use. As permanent Keolis Lille representatives, these individuals streamline the adaptation process for ITP measures (information circulation, workshops and experiments related to mobility) specific to each entity.

Mobility-based experiments have also been set up so as to remove any hesitations on the part of job seekers / vulnerable population groups relative to the use of local public transit services.

Initially experimented among an employment bureau during the first half of 2012, particularly the training for the transit contacts, this information system is now earmarked for rollout across the entire Lille Metropolitan Area. The end of the rollout is programmed for half of 2014. 

In 2012: a €10,000 investment was allocated to the deployment of this ITP.

Best Practice spotted by the World Forum Lille in 2012 and updated in 2014.


  • Improvement of the Keolis Lille corporate image among population segments residing in underprivileged districts;
  • Better social climate throughout the transit network created by promoting greater respect for network use rules by the target population groups;
  • More widespread development of public transit ridership.


  • Enhanced personal mobility, recognized as a major factor in facilitating social and professional integration.
2850 (2014)
310 M€ (2013)


24 bd Carnot
59000 LILLE


Thierry DUC, Directeur Qualité et Développement Durable,

Mise à jour le 29/06/2016

Creative Commons Attribution This work by Réseau Alliances – World Forum Lille is licensed under a Creative Commons Attribution-Non Commercial-NoDerivs 3.0 Unported License.