Knowledge Management and Online Collaboration at Keolis Group

1 Delivering business value through Online Collaboration at Keolis - April 2017
Knowledge
Management and
Online Collaboration
at Keolis
Laurence Fourcade
Dir. Knowledge
Management
April
2017

Delivering business value through Online Collaboration at Keolis - April 2017
Summary
1. Keolis, a private operator of public transport
2. The genesis of online business collaboration at Keolis (hint:
Knowlegde Management!)
3. How we rolled it out
4. Results!
5. What next
2

Company
presentation
1

Keolis is an international leader in passenger transport
French
Company
16
countries
58,300
employees
5
billion
revenue
1.3
billion
railway passengers
3
billion
passengers
Keolis operates and maintains
public transport networks
with the highest safety standards
Think like a passenger‘Zero Harm’

We operate all transport modes and are experts in
multimodal networks
6,000 km lines
1,300 trains
15 networks
125M train-km
627M psgrs/year
797 km lines
1,121 trams
18 networks
65 lines
660M psgrs/year
23,500 buses,
coaches and BRTs
1,600 buses using
alternative fuels
240 km lines
489 metros
5 networks
19 lines
925M psgrs/year
25 cities with bike sharing schemes 370 car parks and 150,000 spaces
TrainTramMetro Bus
Intermodality

We operate in 16 countries on 4 continents
Sweden
United
States
Canada
Denmark
Norway
United Arab
Emirates
India
China
Bus
Tramway
Taxi
Train
Metro
Operations outside
the platforms
United Kingdom
The Netherlands
Belgium Luxembourg
Germany
Australia
Partnership approach

The genesis of
Online Collaboration
at Keolis
2

Business social collaboration has been driven by the
implementation of our Knowledge Management programme
8
OPERATIONAL
IMPROVEMENT
 Higher efficiency
through the sharing of
best practices
 Optimized mobilisation
processes through
common documentation
 Methodology support
to KeoLife
 Enhanced sharing of
innovative practices
through documented
case studies
 Optimisation of the
International Tender
process
INDUSTRIALISATION
OF TENDERS
 Enabled exchanges between
subsidiaries
 Collaboration between experts
 Cross-functional project
management through a
social platform:
ONLINE
COLLABORATION
Over 800
case studies

9
What and
how we
rolled out
3

There are now over 100 communities, 180 Community Managers and over
5000 members !
We initially launched with 10 communities and 900
members

Community
definition:
•Community
Mandate
•Editorial Plan
Creation and
Configuration
•Documents
Classification Plan
•User access
management
Skills Transfer
•Community
management and
administration
•Key-Users
coaching
Community
Follow-up
•Assessment of
community
activity
•Compliance Audit
The creation of communities has been centralised, but
also supported throughout, by Knowlegde Management
Proximity
Community follow-up can lead to archiving the community if
the project is completed or in case of inactivity
Process
harmonisation
Sharing
efficiency
Autonomy
4 weeks 4 weeks3 weeks
Time scale – Real Community manager’s involvement: 5 days
Reassessment

Results!
4

Factual indicators demonstrate the positive trend in
Keolis’ collaborative working

We monitor the maturity of all communities, for their
community managers, sponsors and top management
LIBRARIANS
COLLABORATION
MASTERS
ASPIRERS SHARERS
Content
Collaboration

Documents
Documents and exchanges
Exchanges between peers
No answer
15
Employees told us themselves that they found value in
online collaboration through a 2016 survey
51%
31%
11%
7%
84%
Of the users state that their
communities bring added
value to their daily work
89% 79% 71%
Internat.HQ Subs.
(Fr + Int)

70% to 90% of the members find their business
community on KeoShare valuable for their work
16
Business Line
My communities bring
added value to my work Verbatim
Procurement 86%
« Quick access to framework agreements »
« Identify who is responsible for a type of
procurement »
Communications 87%
« A very useful community everyday, but its potential is
not exploited enough »
Operations 88%
« The Operations community is very useful to train and
glean information about everything ! »
Finance 72% « Enables to stay tuned without spam»
Legal 71% « Excellent repository of relevant information »
Maintenance 84%
«It would be nice to have a forum on the Maintenance
community! »
« Exchanges on operational issues »
Marketing
88% « Great reactivity from all and constructive exchanges »
Safety and environment 88% « The atmosphere is user-friendly »
Human Resources 82%
« I find examples of documents and lessons learned
shared by other subsidiaries »
Information Technology 88%
« I use the community to set up new projects or
technologies »
Business development 88%
« Easy to share across the team in a secure way»
« It saves time »
Security and revenue 90% « I must use KeoShare more often »Delivering business value through Online Collaboration at Keolis -
April 2017

17
Over 9 users out of 10 see at least 1 advantage of using
KeoSphere rather than e-mails
CENTRALISATION
ACCESSIBILITY
DIFFUSION
VERSIONNINGCAPITALISATION
CO-WORKING
CAPITALISATION
OF EXCHANGES
CONNEXION WITH NEW EXPERTS
LESS SPAM
UPDATED
DISTRIBUTION LIST
Motivations for using Forums compared with e-mails
Motivations for using Doc. Upload compared with e-mails
Delivering business value through Online Collaboration at Keolis -
April 2017
HQ Subs.
HQ Subs.
96% 95%
76% 86%
Enterprise Collaboration Tech Fest, "How do I make my company culture more conducive to collaboration?"

Where do we stand and
what is next?
5
What is next?5

We have now merged KeoShare and our former Intranet
into KeoSphere, our new Collaborative Intranet Portal

We therefore focus on the use cases to insist on the
collaborative working…

…And on the value of what is shared, into knowledge
engineering

22
Knowledge
Management
Roadmap
2016 – 2018
under constructionConclusion
3
ADAPT TO YOUR CONTEXT
FOCUS ON THE USES
MEASURE & COMMUNICATE
ON SUCCESS
CO-DESIGN WITH USERS

Knowledge Management and Online Collaboration at Keolis Group

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