STIB, a conscious choice

The 2019 satisfaction barometer, carried out annually by an independent consultancy, gives STIB an overall score of 7.1/10. 76% of respondents give STIB a score of 7 or more for the quality of service in general. This represents a 2% increase in satisfaction compared to 2018. Using STIB for travel needs is increasingly a conscious choice: 58% of travellers (+2% compared to 2018) say they use STIB for the advantages it offers. Environmental concerns are still cited most often, but respondents also mention personal and practical benefits: no parking issues, speed, low cost.Satisfaction with buses is increasing. Users give this mode of transport a score of 6.6/10 (6.4 in 2018). This is thanks to the investments in new vehicles and efforts by staff in maintenance and cleanliness. Similarly, the commissioning of two new tram lines (8 and 9) positively influences satisfaction with trams (7.1/10 versus 7 in 2018). The metro remains a victim of its own success: satisfaction with comfort during journeys is declining, especially during rush hour (6.5 compared with 6.6 in 2018). Fortunately, new metro trains are expected at the end of 2020, which will increase the capacity of the underground network in the coming years. 80% of respondents do not express concern for their safety. The feeling of security in the evening on the metro, as well as in stations, remains an area for improvement.

Passenger numbers

Public transport in Brussels is attracting more and more passengers. STIB’s buses, trams and metros travelled 433.5 million kilometres in 2019. This represents a 4% increase compared to 2018. This corresponds to an additional 16 million journeys.This new record for passenger numbers, in a context of growing awareness of the climate crisis, comes after 2018, which had already seen a significant increase in passenger numbers. It confirms the steady growth of public transport in Brussels. Between 2009 and 2019, bus, tram and metro passenger numbers grew by 50%, making STIB the preferred mode of travel in Brussels.

In 2019, STIB's vehicles travelled 48.3 million kilometres in total, which is more than 1.4 million kilometres more than in the previous year.The metro accounted for 5.8 million kilometres, following increases in off-peak hours (in summer and on Saturdays). Buses travelled 25.6 million km over the year. A better result compared to 2018, primarily due to the implementation of the Bus Masterplan. As for trams, they clocked up 15.9 million km. The two new lines 8 and 9 have now run for a full year. Not to mention, for buses and trams, the various increases in service during the year, which also contributed to this rise in the number of kilometres travelled.

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. This 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.In 2019, the offering saw further growth (nearly 3.5%) compared to 2018, following extensions to the network and the arrival of new vehicles.Tram capacity increased as a result of several targeted improvements in service frequency and, more importantly, the full-year operation of the two new lines 8 and 9. In 2019, buses in particular saw the largest increase in capacity following the implementation of the Bus Masterplan. This increase was particularly visible from September onwards, with the introduction of articulated buses, which offer more capacity.

Rising passenger numbers

On 11 March, STIB enhanced its off-peak, weekday and weekend services to meet passenger needs even more effectively.It adapted the timetables and frequencies of 7 tram lines (lines 3, 4, 39, 44, 55, 81 and 82) and 17 bus lines (lines 20, 29, 34, 38, 47, 48, 49, 50, 54, 59, 60, 61, 63, 71, 78, 89 and 95). These now benefit from improved service frequency, at the start and end of the day and at weekends.

STIB pulls on the yellow jersey

On the weekend of 6 and 7 July, thousands of people crowded the streets of the capital to watch the start of the 106th edition of the Tour de France. An event for Brussels, as this 2019 edition marked the 50th anniversary of Eddy Merckx's first victory in the Tour in 1969. To welcome all these visitors and allow the riders through, STIB enhanced and adapted its network, which was free of charge on Saturday for the first stage of the Tour, and on Sunday for the team time trial.In addition to enhancing service frequency throughout the weekend, STIB adapted its network according to the route of the Tour, to ensure continuity of service on as many lines as possible. It also went to great lengths to inform and accompany passengers via its usual information channels (website, social media, customer care, waiting time displays, voice announcements, etc.) and the presence of staff in the field.

New GO vending machines

By the end of 2021, STIB will replace the entire stock of its 403 GO vending machines, located in stations and above ground, with new machines. New interface, new design, easier to use, contactless payment with card or NFC mobile phone, these new GOs exist in two versions. The "full" version allows you to reload a MOBIB card (Basic or personalised) and buy contactless tickets. Payment can be made either in cash or by bank card. A major new feature: the "full" version also includes the MOBIB Basic card. No more need to go to KIOSK or BOOTIK. The "light" version allows you to recharge your MOBIB card (Basic or personalised). Payment is made exclusively by bank card.A pilot phase was launched at the end of 2019 with the installation of 10 new vending machines in Central Station, Parc and Schuman stations, as well as above-ground, at Rue Couverte, near Midi Station. This pilot phase allowed STIB to evaluate the use of these new devices.

GO machines are popular

In 2019, STIB recorded 1 million additional purchases compared to 2018. Among these, the sale of transport tickets via GO machines is constantly on the rise, with an average increase of 21% per year over the last 3 years. The sale of MOBIB cards continues to grow: 93% of journeys are made with a MOBIB card. The number of unique customers increases by almost 5% compared to 2018: STIB therefore attracts new sustainable mobility enthusiasts every year.In 2019, 150 new companies joined STIB's Third Party Payment System. A total of 1,450 corporate customers and public bodies offer the Third Party Payment system to their employees. This represents more than 90,000 subscriptions.

The Key Campaign

During the summer, STIB launched a campaign that was original to say the least, targeting motorists. Its aim? To reach out to all non-users of public transport, to show them that STIB is "the" mobility solution in Brussels. How? By involving them personally.Apart from broadcasting radio and TV spots and a poster campaign in STIB's media channels and supports, the promotion started with an activation campaign over a weekend. Billboards were taken over at several locations in the city. Every time a motorist unlocked their car with their key near the billboard, the billboard would start flashing and emit the sound of a tram. Promo boys and girls were also present on the network where GO vending machines distributed single trip tickets to drivers who unlocked the terminal with their car key.The aim is that every time the bell rings, the public thinks of the tram, metro or bus rather than the car.

STIB trials contactless payment

In order to further increase the attractiveness of public transport, STIB intends to provide its customers with innovative services, particularly in the area of buying tickets. As such, at the end of 2019, it started equipping metro gates with validators specially designed for contactless payment. Thanks to this system, passengers can pay for their journeys directly on board buses, trams and in metro stations, using their bank card or smartphone, equipped with contactless technology and a contactless payment app respectively. Both debit cards (Bancontact, Maestro) and credit cards (Visa and MasterCard) are accepted. A trial phase, restricted to a limited number of testers, started in January 2020, to ensure that the system works properly. The launch for the general public is planned for the second quarter of 2020.This system is not intended to replace MOBIB. It is a complementary service designed to facilitate access to public transport for tourists, occasional travellers or those in a rush who may not have time to buy a ticket, or regular travellers who have forgotten their MOBIB card.

SAM-e, electric and autonomous shuttle

From June 2019 on, STIB tested two autonomous shuttles, christened "SAM-e" (for "Smart Autonomous Mobility electric") in Woluwe Park. This site was chosen with Brussels-Environment due to its absence of car traffic, the width of its paved roads and the presence of bends, which made the route more interesting from a technical point of view.The two shuttles are small vehicles (4 m long and 2 m wide), with 6 sitting and 6 standing places. They are equipped with detection systems, which enable them to detect and react to the presence of fixed and moving obstacles. The 4 batteries present in each shuttle allow them sufficient autonomy for a full day of operation. They are recharged at night.Following an initial phase without passengers, the two shuttles transported passengers free of charge, within the park, in particular to and from the Sports Centre, every Friday, Saturday and Sunday between the end of June and the end of September. The shuttles run at a maximum speed of 10km/h over a route of approximately 1.5 km with 5 stops. Twelve STIB employees accompany passengers who are curious to discover this new travel alternative offered by STIB.[ The fleet ]

Shuttles on demand

A second test was carried out at the Solvay site in Neder-over-Heembeek between All Saints' Day 2019 and Carnival 2020. This site made it possible to test the shuttle in a controlled environment where, in addition to pedestrians and cyclists, there were cars, stopping areas and real intersections. The special feature this time was that the shuttles were available on demand. Via an app, users could "order" SAM-e for a journey within the site. As such, STIB could also test a 100% digital transport on demand platform for the first time. 18 STIB employees accompanied the users. A third test phase has been carried out since April this year, this time at the Brugmann Hospital site.The aim of these tests is to ascertain the behaviour of these vehicles, which will probably one day be called on to service the streets of Brussels, and to assess the possibilities of developing a complementary offering, for example to cover the distance between a site and the nearest bus, tram or metro stop.

STIB info, star of the networks

To provide passengers with the best possible information, STIB has extended its information channels. In recent years, STIB's social media have been playing an increasing role. Moreover, it is increasingly popular with users. STIB's Facebook, Twitter, and Instagram pages have become essential official information sources for passengers. Just like the STIB blog (stibstories.be), which has 179,256 users (+17%).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.

The Smart Mobility Planner

Together with the 3 other public transport operators (TEC, SNCB and De Lijn), STIB participates in the development of an intermodal journey planner, called the Smart Mobility Planner. This project aims to integrate all the real-time data from the different mobility operators, to allow the user to calculate the best route for public transport and soft mobility (cycling and walking) at any time.But before launching the Smart Mobility Planner, a test Web App, accessible from www.smartmobilityplanner.be, was built in collaboration with the 4 operators and Nextride, a Belgian digital studio specialising in mobility. This test Web App integrates real-time, is open source and multimodal (bus, train, metro tram and bike). Over time, new mobility partners and features will be added.In January 2019, the consortium launched a call for candidate ambassadors to test it. Their mission is to validate the robustness and quality of the solution and its possible integration into the various solutions currently offered by the different mobility operators (apps, websites, digital displays, etc.). This test phase was successfully completed throughout 2019.

MaaS - Mobility as a Service

Behind the acronym MaaS, Mobility as a Service, hides a principle that consists in offering an integrated mobility service, to give access to the most relevant transport solution at any given moment, by exploiting the entire existing offer - public or private - at a competitive price. It is with this in mind that STIB is working on the development of an integrated mobility platform that will take care of journey planning as well as booking and payment. The customer will be able to manage everything from a single app on their smartphone, according to the one-stop-shop principle. The ultimate goal? That customers leave their cars at home as much as possible and opt for alternative means of travel.In 2019, STIB selected an external partner to develop the MaaS mobile platform and app. To supplement the public transport offering with other modes of travel, it selected a range of suppliers (shared bikes, shared cars, scooters, taxis, etc.), which will be integrated into the platform. The pilot project will be launched in 2020 and aims to test the MaaS app and platform. If the results are conclusive, a powerful app for the general public will be available in 2021.

Support during works

STIB already has many years of experience in supporting local residents, shopkeepers and passengers during its major construction works. As part of the construction works for the Toots Thielemans station (future metro line 3), STIB is going one step further by signing an unprecedented agreement with the regional government, Brussels Mobility, hub.Brussels and, on the one hand, the City of Brussels and, on the other, the municipality of Saint-Gilles: the Toots Thielemans pact. The objective is to reduce the impact of the works as much as possible, and to make it an exemplary construction site.The pact provides for a series of support measures (regional indemnities for shopkeepers, for example), an important communication component (M3 newsletter, WhatsApp group bringing together local residents and shopkeepers, etc.). In this context, STIB is also bolstering its presence on the ground (opening an M3 Info Point, appointing an ombudsman and a site facilitator, etc.).The pact also relies on a participatory approach of the shopkeepers and residents and intends to strengthen commercial attractiveness through the animation and conviviality of the neighbourhood. The first concrete measure: two large illuminated Christmas baubles were installed on Avenue de Stalingrad (an event communicated on social media) during the festive season.[ Something new for metro line 3 ]

The tram celebrates its 150th anniversary

From 1 to 5 May, STIB celebrated the inauguration of the first tram line in Brussels, 150 years ago, with a series of events to honour this mode of transport that is deeply rooted in Brussels' urban heritage.On 1 May, around 40 historic trams took part in the grand parade. Practically all types of trams, from the first horse-drawn carriages to the modern 3000 and 4000 trams, paraded along Rue Royale. Following the parade, enthusiasts had the opportunity to take a ride on vintage trams. On Place Royale, the public could admire a dozen historic regional vehicles from the four corners of the country, but above all the model of the brand new TNG tram (Tram New Generation).On 4 May, Brussels hosted the European championship for the best tram driver, for the first time. This competition celebrates the most skilful driving staff of public transport companies in Europe. STIB set a brilliant example by winning the championship.

STIB celebrates "The last Pharaoh"

In May, to mark the release of Blake and Mortimer's latest album, "The Last Pharaoh", which is set against the backdrop of the Palais de Justice in Brussels, STIB plunged into the universe of the two heroes created by Edgar P. Jacob. Via its online STIB STORE, STIB proposed collector's boxes, composed of 4 MOBIB cards referring to the strips of "The Last Pharaoh". A decorated tram, inspired by the universe of the recent album, was in operation around the streets of the capital from 27 May. It continued its meanderings around the network, primarily on the axis of Rue Royale, for 3 months, until the Comic Strip Festival.Fans of the 9th art also had the opportunity to win signed albums, complete collections of the adventures of Blake and Mortimer, figures and even MOBIB collector's boxes, by taking part in a competition organised on the website https://vibes.stib.be. They could also discover an interview with the Brussels-based artists François Schuiten and Jaco Van Dormael, who produced this 11th volume of the adventures of Blake and Mortimer, in collaboration with Thomas Gunzig and Laurent Durieux.

STIB in the colours of the rainbow

Like Brussels, STIB is a diverse company. A diversity that it is proud of and that must be able to live without fear of judgement, whether cultural, gender or even sexual. Because its values advocate living together while respecting the specific traits of every person, STIB was once again associated with the Belgian Pride, which took place on 18 May in the streets of Brussels.A bus from line 71 was also dressed in the colours of the Belgian Pride and therefore conveyed the message of the associations that campaign on behalf of the LGTBQI+ community. In the metro stations, animated advertisements invited passengers to take part in this festive yet militant event. The names of several stations in the city centre also featured the colours of the rainbow and a special "Belgian Pride" music playlist was played in a loop in all metro stations.

Yser station opens in KANAL

During the renovation works on the former Citroën Yser garage and pending the reopening of the KANAL-Centre Pompidou in its definitive guise, STIB, Brussels Mobility and the KANAL Foundation decided to collaborate to organise exhibitions in the nearby Yser metro station. The "KANAL UNDERGROUND" project aims to "bring art down" to the metro station, a strategic location for the KANAL Foundation as it is the natural point of arrival to the new museum dedicated to modern and contemporary art and architecture, which is scheduled to open in 2023.In the meantime, a permanent exhibition facility, installed in the corridor of the station leading to the exit to the museum, has been made available to the museum. Nine valves, chosen for their symbolic value as contemporary street furniture, host various original works or reproductions of works of art. In November, the area was inaugurated by the drawings of Eva Le Roi, designer and lecturer at the Catholic University of Louvain. These drawings isolated architectural elements of the building, making it possible to highlight the industrial character of the cultural centre housed in the former Citroën garage on Place de l'Yser.

Enhanced human presence

The security of the network, customers, personnel and public transport installations in Brussels is the focus of constant attention on the part of STIB, in collaboration with the police services and the authorities.The public transport company has its own security service, with more than 300 security agents, who carry out intervention and control missions on the network. Around 100 of them are more specifically assigned to securing metro stations. Their aim is to guarantee a greater human presence on the network and make passengers' journeys more enjoyable.In addition, 285 junior and senior multimodal agents perform passenger information missions, infrastructure verification and prevention missions 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 2019, STIB continued to deploy the "check out" system in all metro stations equipped 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 - already applicable in pre-metro stations since 2013 - will allow STIB to combat fare-dodging more effectively and to make stations safer, by ensuring that everyone in the "controlled zone" is there to use public transport.By the end of 2019, 51 out of 69 metro stations were equipped with the check out system. Specific cosmetic works, or even major modifications to the infrastructure, were necessary before considering activating the exit validation for the remaining 18 stations, which are not yet or only partially equipped. In the stations where the check out is activated, it is bearing fruit in the fight against fraud: STIB is seeing an ever-growing number of validations. In 2019, the apparent fraud rate (i.e. the relationship between the number of penalties issued and the number of passengers checked) was 5.45% across the entire STIB network.

The magic 'beep': validate and win!

Reminding passengers that it is obligatory to validate their tickets, but also thanking those who validate them correctly, is the double message that STIB wanted to convey through its new anti-fraud campaign, launched at the end of November.This new campaign was partly based on a poster campaign, reminding people of the fines to which fraudsters are exposed. But also on a positive message, whereby STIB wanted to thank the people who validate correctly. This was the aim of the activation campaign which gave STIB customers a chance to win tickets for a culinary and gastronomic journey in the "Tram Experience". Teasings broadcast via social media, digital valves, the STIB newsletter, the Metro newspaper, the website and even certain metro stations encouraged people to take part in the "Find the Magic Beep!" competition. It was a fun campaign that enjoyed a lot of attention!

Global risk management

STIB has a global risk management system for all the company's departments. In this context, 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 offering 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 2019, STIB supported the adoption of the Decree of the Government of the Brussels-Capital Region on the safety management of rail transport systems by continuing to develop, implement and promote its safety management system within its various entities.

Everyone concerned by safety

Because network safety also means educating public transport users and motorists, STIB conducts safety campaigns to stress the proper behaviour to be adopted in public transport or around the network. The campaigns remind passengers, for example, of how to use an escalator safely or the importance of complying with the door closing signal. 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.

Against gender-based harassment

In May, STIB launched an awareness campaign to combat gender-based harassment on public transport, in collaboration with the NGO PLAN International Belgium. This campaign was the result of meetings, sharing and exchanges between STIB representatives and young activists from the NGO. Its aim was to raise awareness among witnesses of acts of harassment, as well as victims, by encouraging them to take action and report inappropriate behaviour. Indirectly, the campaign also addresses harassers, making them understand that the victim is not alone, that they are supported by everyone around them. In addition, sketches performed by actors from the Tadam Company presenting harassment situations were performed in several stations in order to appeal to and raise awareness among passengers.