From Data to Trust: Keolis’ People-centered Approach to Operational Excellence

In the transit industry, we often view operational excellence through the lens of efficiency, data and metrics. It doesn’t stop there, though—true operational success hinges on a people-centered approach to leadership. Transit systems operate for millions of passengers every day not just because of the physical systems in place, but because of the people who drive service forward and maintain those operations daily.  

That’s why at Keolis, we focus on enhancing service delivery by improving the management and treatment of our employees. Our people-centered approach has transformed the way we manage operations for our partners, ultimately leading to better service delivery, more robust employee engagement and an improved experience for both our passengers and our clients. 

Our philosophy as an organization is that employees who are valued and seen will perform at their best. We take an individualized management approach, ensuring our operators know that their work is valued and appreciated. By engaging with employees on the frontlines and providing feedback via a personalized scorecard, our managers can acknowledge and celebrate their employees’ achievements while continuously encouraging them to reach even higher standards.  

We also regularly host employee engagement events to establish relationships and build trust. This style of leadership cultivates noticeable improvements in employee engagement and morale. In our most recent annual employee engagement survey, 52 percent of approximately 4,000 Keolis transit employees participated, the highest engagement rate of all North American business divisions. One transit contract even had a participation rate of 95 percent.  

Beyond employee engagement, we can only achieve operational excellence with trust. Trust isn’t just a buzzword; it’s built through consistent, honest communication and a commitment to following through on promises. By delivering on our promises, we build trust and reduce anxiety, allowing employees to focus on their work with confidence. In doing so, we’re also contributing to improving metrics like attendance rates, accident rates and customer complaints. 

 For example, in Pomona, Calif., where Keolis is an operating partner with Foothill Transit, there are 33 passenger complaints for every 100,000 boardings and on-time performance has improved 10 percent since 2017.

Another crucial aspect of Keolis’ people-centered approach is ensuring every employee understands their role and is held accountable. At Keolis, we have a management framework that supports this understanding. As part of this approach and our commitment to service-leadership, managers are expected to support their teams’ ability to answer four questions:  

1. Where are we going? 
2. What is my role? 
3.  How am I performing?
4.  What is my future?

 This clarity reduces anxiety and fosters a sense of purpose. When employees know exactly what is expected of them and how their performance is being measured, they can confidently focus on fulfilling their obligations.  

At Keolis, we’ve seen firsthand how a people-centered approach can drive operational excellence. By valuing our employees, fostering trust, encouraging collaboration and harnessing the power of data, we’ve created an environment where our people and operations can thrive. 

 This approach makes a better experience for our passengers, clients and workforce. As we continue to refine and expand these strategies, we’re confident that we’re building a sustainable model for success in the transit industry and establishing Keolis as a best-in-class operator and employer of choice.