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

KEOLIS LILLE offers a service to accompany the local transient population

7. Community involvement

Community development


Keolis Lille, a KEOLIS subsidiary, runs the Lille Metropolitan public transit network (northern France). With its activity tied so closely to urban services, this transit operator has been committed to the issue of Sustainable Development, focusing not only on protecting the environment but also on building social links via employment opportunities and services benefiting transit passengers (170million trips provided in 2013, with 60 metro stations laid out on 2 lines, 45 bus lines and 2 tramway lines). In partnership with the Abej Solidarité association, Keolis Lille has created a solidarity-based service providing assistance to the homeless loitering in metro stations.


  • Create a social services program with a long-term commitment to providing assistance to the homeless population
  • Guarantee the ability to accommodate all metro station users in compliance with quality standards


In 2010, Keolis Lille and the SNCF Railway Company jointly initiated a new service designed to improve the quality of treatment for homeless individuals present inside transit system metro stations. This service launch involved a partnership with the Abej Solidarité association.

Two new instructors were specifically recruited for this mission. These job openings were financed in part by Keolis Lille. Their mission consisted of initiating contact with the target population, whereby the content of these exchanges led to drawing a preliminary medical-social assessment and enabled directing these individuals to the best suited facilities offering emergency care or specialized in long-term accommodation. The option was also made available to physically accompany them to appropriate facilities. Two objectives were set: provide immediate response to their most pressing needs, and propose a social service with long-term potential.

A test phase was conducted between October 2010 and March 2011. A monitoring committee, formed by members from Keolis Lille's Control-Safety-Environment Division's Environmental Prevention Unit, the SNCF company, Abej Solidarité supervisors and the instructors, met on a monthly basis.

Various indicators were used to monitor the efficiency of this service: number of individuals contacted and quality of dialogue held with the instructors, number of homeless station users provided personalized accompaniment.

The success of this action campaign enabled its renewal in 2011/2012 and 2012/2013.

During 2013, a €38,000 investment was allocated to this service.

Best Practice selected in 2012 by World Forum Lille and updated in 2014


  • 40% fewer calls relative to public disturbance throughout the network involving the transient population
  • Lower severity of disturbance


  • Creation of community ties for the social integration of individuals living a transient existence
  • 30 homeless people provided personalized accompaniment and reintegrated into society since the service was launched
2850 (2014)
310 M€ (2013)


24 bd Carnot
59000 LILLE


Thierry DUC, Directeur Qualité et Développement Durable

Mise à jour le 25/05/2016

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.