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Securing a multi-operator transition in public transport: zero disruption, zero ambiguity.
The Challenge
A major French urban network moved from a single-operator model to a multi-lot network (several operators, several perimeters). On paper, everything is framed by the contracts. In the field, the stakes are high and the task complex: making the interfaces between operators work daily, from day one.
Objective: translate contractual commitments into operational, high-performing procedures; build and steer the inter-operator interface system.
Scope: customer relations and transport revenue management; steer operational performance; and secure the transition.
The Methodology
In 6 months, our teams:
- Analyzed a large contractual corpus (annexes, briefs, attachments) to identify key commitments, risk areas and contractual practices to secure.
- Contributed to drafting around twenty interfaces, including 5 in the lead role, plus dozens of inter-operator operational protocols.
- Ran workshops with subject-matter experts to formalize and stabilize a first version of the interfaces.
- Set the KPIs that will steer the performance of each process.
- Structured and had interface contracts validated in inter-operator governance (with the organizing authority).
- Built and steered the transition plan to guarantee continuity.
The Results
Interface framework defined, agreed by all parties, and made operational, with documented protocols and a secured transition.
“In large mobility projects, performance depends on the quality of interfaces, the clarity of responsibilities and the discipline of execution”.
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