The RER A in line with the EFQM label

At RATP, excellence the EFQM is in the works. As reported by the magazine "Enjeux" in its May 2025 issue, the RATP launched its first EFQM initiative in 2018, focusing on passenger information during service disruptions. This initiative received a 4-star rating as early as 2019. In 2020, RATP extended it to the entire Line A. The EFQM model applied to the transportation sector covers schedules, service coverage, passenger information, rail safety, and driver training. It also applies to services: this includes stations, the quality of customer service, and accessibility.

Line A is a prime example: stretching 109 kilometers, it has 46 stations jointly operated by the RATP and the SNCF. It is Europe’s first “mass transit” line, to use the industry term. Line A carries 1.3 million passengers a day. 1,800 staff members are assigned to it seven days a week, from 4:30 a.m. to 1:20 a.m. the following night. During rush hour, trains run every two minutes and twenty seconds on the central section between Nanterre-Préfecture (Hauts-de-Seine) and Vincennes (Val-de-Marne).

Punctuality: a crucial factor

The operational results speak for themselves: "Punctuality reached 94% on Line A in 2024," according to the RATP. This is obviously one of the results highlighted by the EFQM. In 2017, punctuality did not exceed 84%. "We launched continuous improvement initiatives, and they helped us gain ten percentage points! Punctuality is, of course, a crucial issue, and the RATP—like any public transit operator—is held to high standards in this regard, both on this line and across its entire network. "We explained to our organizing authority, Île-de-France Mobilités, that a frequency of 30 trains per hour could create an insurmountable bottleneck in the event of an incident," RATP notes. The frequency was reduced to 26 trains per hour, and as a result, punctuality improved. Another key initiative: simplifying rolling stock management. RATP had four different types of trains for Line A alone. By running double-decker trains along the entire line, the operator has gained significant flexibility in managing incidents."

The results in relation to the EFQM framework are clear: since December 2024, the excellence recognition assessment has reached the six-star level. "Rail safety is our priority," says RATP. "The EFQM management model contributes to this through a dynamic approach focused on continuous improvement." The Radar method is used to monitor deviations, drifts, speeding, and unauthorized signal crossings. In the event of a problem, the integration of the EFQM method enables immediate intervention. RATP has taken the initiative to create an interactive digital booklet as part of its traffic incident management system. The traffic controller then knows exactly which scenario to implement and apply, whether it involves turning trains around or informing passengers.

Don't confuse sharpness with cleanliness

To measure the impact on stakeholders—and more specifically on passengers—the RATP regularly conducts surveys. Before embarking on the EFQM process, it did not systematically compare technical results and improvements in punctuality with passengers’ perceptions. "We noticed a discrepancy regarding cleanliness," continues an RATP manager. "Technical indicators actually showed very good results, but the perception that trains and stations were not clean enough persisted." RATP was then able to identify the cause of this discrepancy: passengers tend to confuse tidiness with cleanliness. Indeed, over time, certain fixtures—whether seats, paintwork, or tiles—become worn out. “We have launched renovation projects to ensure our stations look neat again,” a RATP spokesperson stated.