For the past eight years, Keolis Commuter Services (KCS) has been entrusted with operating and maintaining the Commuter Rail network of the Massachusetts Bay Transportation Authority (MBTA). Through the dedication, commitment, and expertise of our workforce, together with the resources upon which KCS has drawn from around the world, we are proud of the progress we have made together in improving all aspects of the service we provide. Our work, however, is never done. This business plan, A Greater Plan for a Greater Boston, outlines where we will focus as a business in 2022, 2023, and 2024 as we continue to work together delivering world-class service so that we can be the MBTA’s partner of choice for many years to come.

Our goal is to enhance and deliver safe mobility solutions using a risk-based approach and a strong safety culture. By hiring, training, and investing in competent, qualified, and motivated employees who reflect the communities we serve, we seek to instill employee and customer loyalty built upon a foundation of trust and respect. As leaders in the mobility industry, it is incumbent upon us to continue to build a diverse, equitable, and inclusive environment, one that which embraces our differences and builds our path to excellence.

The customer experience lies at the heart of who we are as an organization. We aim to equip our workforce with the soft skills and hard tools they need to perform at their best each and every day, harnessing insights from innovative data analysis and digital solutions. We will also continue to improve the resilience and robustness of our operations in order to deliver a sustainably high level of service.

By leveraging the expertise of both local and global resources, KCS is committed to continuously improving its methods, processes, and performance for the benefit of the MBTA’s rail network and its passengers. This dynamic approach will position KCS to deliver excellence in operation and support ridership recovery

Climate resilience and mobility solutions are inextricably linked, and we are committed to advancing the sustainability of our operations by developing appropriate initiatives through collaboration with our client, our communities, and our supply chain. We will design an ambitious decarbonization plan to reduce our carbon footprint that also includes potential improvements to the long-term resilience of the assets.

None of this will be possible without the meaningful, constructive, and genuine partnership and collaboration with the MBTA, our unions, and the communities we serve. We must understand the diverse interests and goals of our constituents in order to craft a shared vision of agile project management that is capable of delivering exemplary service, improved reliability, and the capability to efficiently deliver state-of-good repair and innovative capital improvements.

I am excited about the future of our network and grateful for the role you play in helping us achieve A Greater Plan for a Greater Boston.

Thank you,

Abdellah Chajai

Chief Executive Officer