Mobility with STIB is appreciated

The satisfaction barometer, conducted annually by an independent market research company, gave STIB a score of 7/10. According to 82% of those surveyed, mobility with STIB has improved or remained stable, while 43% considered that general mobility in Brussels had deteriorated. The satisfaction of passengers using STIB by choice remained stable (7.5/10) and even increased slightly for buses (6.7 compared with 6.6 in 2017). According to passengers, comfort improved during tram and bus journeys and at surface stops. Also improved was the attitude of Contact Centre personnel (6.9 compared with 6.5 in 2017), ticket inspectors (7 compared with 6.9) and BOOTIK agents (7.6 compared with 7.5). Another increase was in the feeling of security in the metro in the evenings and at surface stops and stations.

Passenger numbers

New record passenger numbers for STIB! In 2018, buses, trams and metros made 417.6 million journeys, a 4% increase compared to 2017. This represents an additional 16.6 million journeys. This result comes after a 2017 that had already seen a significant increase in network use. A recent study by the VIAS Institute (road safety) also indicated that the market share of public transport in Brussels is constantly increasing. Public transport exceeded car use, with 72% of Brussels residents stating that they had used public transport over the last 12 months. And STIB intends to remain the preferred means of transport in Brussels.

Progression per mode

All three modes of transport saw their passenger numbers increase between 2017 and 2018. The bus remains relatively stable and made almost 105 million journeys in 2018. The metro made more than 147 million journeys, an increase of 1.2% compared with 2017. The tram experienced the greatest success in 2018, as its use increased by more than 9% to 165 million journeys. A study of passenger numbers on 7 major tram lines that represent the diversity of the network confirms the increased use of this mode. This growth can be explained in particular by the commissioning of new tram lines 8 and 9. It should be noted that lines 55, 82 and 97 were also very successful, following the improvement in their quality of service.

In 2018, STIB's vehicles travelled 46.7 million kilometres in total, which is 778,947 kilometres more than in the previous year.

The reception capacity of STIB's vehicles is calculated in places/kilometres. Places/kilometre represents the number of available seats across all metro trains, trams, and buses, multiplied by the number of kilometres they have travelled. It is a measurement commonly used in the transport industry. This indicator not only takes account of available seats, but also the frequency of the vehicles. After several years commissioning new vehicles and increasing service frequency throughout, the transport offer stabilised in 2018 ahead of new momentum in 2019. The fact that passenger numbers increased again means that vehicle occupancy rates increased. Some lines in the three modes experienced targeted increases in service frequency, particularly early in the morning, at the weekend or during summer. The tram saw the highest increase in capacity following network extensions in September. The capacity of STIB vehicles will increase significantly in 2019, thanks in particular to the arrival of hybrid and electric buses.

A new mobile app

STIB launched a new mobile app in October. This free tool is essential for all regular and occasional public transport users in Brussels. As well as a new design and clearer, more intuitive browsing, the new app also offers new functionalities. It uses geolocation to find nearby stops. As well as real-time waiting times, it also has a route search tool that gives passengers a stage-by-stage route from their original position to their desired destination. The route includes walking times and the services of other public transport operators in Brussels.

Customised information

The new STIB app also allows users to obtain customised information in accordance with their habits (frequently used lines, recent searches, disruptions, etc.) through the creation of a secure customer account and the consent of the user. Notifications can also be activated to warn passengers when they have reached their destination or when they need to leave. The new app includes information useful to persons with reduced mobility. Line accessibility is available, either on a map or in the details about a line or a stop. The new app, available from the Apple Store and the Google Play Store, will evolve in accordance with user experiences. There are plans to add new functionalities, starting with the ability to consult the balance on a MOBIB card and top up a balance online.

New displays at stops

In 2018, 120 additional waiting time displays were installed at surface stops. These supplement the abundant supply of dynamic information at stops. No fewer than 70% of surface stops now have a waiting time display. STIB has therefore largely exceeded the ambitious goal of equipping 40% of its surface stops, as set out in its 2013-2017 management contract. All the 69 metro and pre-metro stations have been equipped with waiting time displays for several years now. In 2018, large TFT screens were placed on the platforms of tram lines 9 and 19 at Simonis pre-metro station. As the busiest stops are equipped first, this means that 98% of passengers enjoy waiting time displays at their stop.

STIB talks to its customers

More and more passengers are using STIB social media. Its Facebook, Twitter and Instagram (the Dutch version went live in July 2018) pages have become essential official information sources for passengers. Just like the STIB blog (stibstories.be), which has 153,521 users (+32%). Answering passenger questions and complaints, offering internet users more and more exclusive content - photos, unusual information, competitions and videos - and managing more difficult moments are some of the main aims of these new information channels.

Supporting worksites

STIB has a long history of supporting residents, shopkeepers and passengers during its major worksites: information boards at stops, mass mailshots, explanations on the website and social networks, distribution of leaflets to passengers, support for stewards, actions to help shopkeepers... In 2018, it took additional action as part of the renovation work to the Chaussée d’Alsemberg. At the end of the first phase of the work, an Aperitif Tram circulated for an entire Saturday afternoon, giving curious passengers an original way of (re)discovering the Globe/Calevoet district. Passengers on board could listen to a narrator reciting the history of the Chaussée d’Alsemberg whilst sipping a mocktail. This initiative supplemented the information campaign once the worksite was completed (staggered over a month) and demonstrates STIB's desire to manage its worksites from end to end.

E-commerce takes off

In 2018, STIB registered 21,679,621 commercial transactions throughout its different sales channels, or almost 400,000 additional purchases compared with 2017. The largest growth was in e-commerce, which crossed the 100,000 purchase mark for the first time (114,979). The growth in contactless ticket sales (17,354,400 tickets sold in 2018, or one million more than in 2017), MOBIB Basic card sales (209,320 cards sold, an increase of 3%) and increased sales on board vehicles (2.45%) testify to a marked upturn in occasional and non-regular passengers. STIB is still attracting even more of the younger generations: 159,349 subscriptions were issued, an increase of 5.3%. The third-party payment system recorded 400 new clients in 2018, taking the number of business clients and public bodies to 1,300. In 2018, the Brussels CPAS and municipalities joined the system, representing more than 20,000 subscriptions.

New GO vending machines

STIB offers its passengers many easy ways of buying tickets, to make their life easier. In January 2018, it appointed the supplier of new GO vending machines. These new touchscreen vending machines will be easier to use. They will distribute live information like a website, read QR codes, distribute MOBIB Basic cards and be fitted with bank terminals. In summer 2019, the first 30 "new generation" vending machines will be deployed as part of a pilot phase. STIB's aim is to replace 20% of its old machines before the end of 2019 and the entire stock (403 machines) by autumn 2020.

STIB keeps pace with city life

As a partner in the city's life, STIB supports the cultural, sporting and other events that intersperse Brussels life throughout the year, by improving its lines and adapting its timetables or its routes. On 22 September, car-free Sunday, the buses, trams and metros are free of charge, to encourage Brussels residents to leave their cars at home. This is a great way of reminding people that using public transport for their journeys supports the environment and a greener capital. STIB also became involved in festive events, such as the festival of world music, Couleur Café, Museum Night Fever and Nuit Blanche, providing free bus shuttles and its Noctis night bus network to festival-goers. The public transport company extended its evening service for festivities on 21 July, the Brussels Summer Festival and by providing its network free of charge on New Year's Eve.

The singer Angèle appears on Vibes

In September, STIB's music platform Wunderground became Vibes. Like Wunderground (launched in 2016 to mark the metro's 40th anniversary), Vibes allows passengers to stream the music played in the station, easily find the titles they like, see interviews with artists with whom STIB has partnerships (including well-known Brussels partnerships) and to enter competitions. To celebrate the launch of Vibes, STIB pulled out all the stops by concluding a partnership with one of the current most fashionable Brussels personalities, the singer Angèle! Fans were able to take part in an exclusive competition to win seats for her exclusive showcase, as well as visit the pop-up store in Rogier station to find all the singer's merchandise and meet the singer during an autograph session.vibes.stib.be

Greater human presence

STIB pays constant attention to the security of the network, customers, personnel and public transport installations in Brussels, in collaboration with the police services and the authorities. The public transport company has its own security service, with 181 intervention and inspection officers, who have been supplemented by 107 new station security officials who play a preventive role in the metro. Fifteen management posts have been added to strengthen the organisational structure of the station security officials. Their aim is to guarantee a greater human presence on the network and make passengers' journeys more enjoyable. 261 junior and senior multimodal collaborators will also act as a deterrent on the network. Network security also involves a major surveillance camera system, with 6,000 cameras on board vehicles and 3,450 in stations.

Ticket validation at exits

In November, STIB introduced validating machines at the exits of all its metro stations fitted with gates. All passengers are now requested to validate their ticket not only when they enter a metro station but also when they leave. This measure has been in force in pre-metro stations since 2013. In 2018, an initial deployment phase saw them being installed at the exits of 15 stations. To make passengers aware of this, STIB used its website as well as stickers in stations and multimodal agents helping passengers in stations on "D" Day. The installation of validating machines at exits continues in other metro stations in 2019. This measure will allow STIB to combat fraud more effectively and to make stations safer, by ensuring that everyone in the "controlled zone" is there to use public transport. In 2018, the apparent fraud rate (i.e. the relationship between the number of penalties issued and the number of passengers checked) was 5.27%.

Global risk management

STIB has a global risk management system for all the company's departments. It pays particular attention to the risks involved in operating its metro, tram and bus network, so it can limit the risks as much as possible and guarantee the continuity and availability of its transport solutions. Following the increase in passenger numbers over the last few years, STIB has adapted its offer by increasing the frequency of metro, bus and tram services. But where there are more vehicles, there is also an increased risk of accidents. In 2018, Brussels Mobility and STIB worked together to introduce a legal framework for rail safety in the Brussels Region. In this context, STIB intends to further strengthen its Safety management system, in particular the management of Safety risks in accordance with international best practice.

STIB rewarded

The European Transport Safety Council presented STIB with the PRAISE Award 2018 (Preventing Road Accidents and Injuries for the Safety of Employees) in the "public authority" category. This prize recognises STIB's work to reduce the number of accidents and injuries on its network, particularly its tram network. The ETSC mentioned the many measures that have been introduced: data collection and analysis, identification and development of sensitive sites, training of drivers, setting of annual injury reduction targets, awareness and preventive actions, etc. Between 2017 and 2018, the number of injuries in tram-related accidents decreased by 12.15% from 494 to 434, while the number of kilometres travelled by trams over the same period increased again (0.8%).

Safety is everyone's business

Because network safety also means educating public transport users and motorists, STIB conducts safety campaigns to stress the proper behaviours to be adopted in public transport or around the network. For example, the campaigns remind passengers to always hold onto the handles, handrails and bars when travelling standing up and not to climb onto the metro tracks, even if they have dropped something. It is also continuing its campaigns to make drivers, passengers and other road users aware, so that they become more careful and attentive when a tram is approaching. And lastly, it reminds people that driving and smartphones are not a good combination! These campaigns take the form of posters, radio advertisements and videos and are distributed through the traditional channels and on social media. In 2018, awareness campaigns were also carried out in schools located next to the new tram line 8. Safety and civility messages were given to students from 25 classes in 3 schools near the route.