75-journeys ticket

In February 2023, STIB launched the 75-journey ticket which is designed to offer a ticket suited to people who make 2 to 3 return trips to Brussels a week. For a competitive price, they can travel on the STIB network for 90 days from the 1^st validation.

Optimised internal processes

For two years, the quality team has grouped and mapped the various processes within STIB. This inventory was then used to identify and optimise the most critical processes, which have the greatest impact on the company's operations and services. These processes included the management of unscheduled disruptions, purchasing and recruitment. Using this approach, teams could more easily identify the steps of the processes to be improved and, ultimately, the quality of service offered to both customers and colleagues.

Small actions for big results

"Quality initiatives" are an opportunity to reflect on new actions to improve customer service. Here are some of the "quick wins" that made the difference in 2023:

• Improving the customer experience at temporary stops: by adding a shelter and adjusting the pavement height, comfort and accessibility are greatly enhanced. Ten temporary stops benefited from these improvements in 2023.
• Improving information in the event of unforeseen disruption: predefined scenarios are being developed. Consequently, everyone immediately knows which deviation is required and information is communicated to passengers more quickly.
• Improving assistance in stations: people with reduced mobility and school groups can request assistance in (pre)metro stations. The entire assistance procedure has been reviewed, making it simpler and clearer for both the assisting staff and the passengers being assisted.
• Improving accessibility for people with reduced mobility at points of sale: an analysis of KIOSK and BOOTIK counters has identified those that are inaccessible, accessible with assistance or accessible independently. This information will be made available on the STIB website in 2024.
• Improving the availability of vending machines: a QR code on the machine makes it easy for customers to report a breakdown. Once scanned, the code links to a form to be filled in. The first test, carried out on some fifty GO vending machines, proved conclusive and should be extended to other GOs.

A cutting-edge digital offering

The STIB app reached a new milestone in 2023 with 2 million downloads. Average weekly usage also rose, with an increase of 17% compared to 2022. The STIB app is constantly developing to provide the best possible response to passengers' needs, with improvements to the user experience and new features. The launch of the digital Brupass in September was certainly the most significant development in 2023. Passengers can now buy and validate their tickets directly in the app.

A new website is being prepared for launch in 2024. This will highlight the most frequently used functions, such as timetable and route searches. The website will be more comprehensive, coherent, pleasant and accessible and comply with the WCAG 2.1 AA standard.

Another online information channel, the newsletter, had some 140,000 subscribers at the end of 2023, 30% more than in 2022. Subscribing to the newsletter provides updates on the latest STIB news, upcoming worksites and deviations and sometimes even exclusive competitions.

Floya

The multimodal app offers a route search that incorporates a whole range of alternative mobility options available in Brussels: Belgian public transport operators (STIB, TEC, De Lijn and SNCB), shared bike and scooter operators, shared cars and taxis. So, there's no need to increase the number of apps, Floya is designed to integrate the various stages from planning to payment and booking, for different operators.

Floya has already attracted some 12,000 active users a week and recorded over 100,000 downloads at the beginning of 2024. The app will continue to evolve, with increasingly advanced integrations, new features and new mobility options.