Corporate - Macquarie

COMMERCIAL
InSTALLATIOnS
(charges in
€ thousands)
In 2009, the Sécurodrome, APRR’s
specialised training centre, held training
and awareness-raising sessions for a total
of 4,000 people (courses held in
companies, and in schools for young
people wishing to obtain road safety
awareness certificates). The Centaure and
Minotaure centres – subsidiaries of Group
companies and of Groupama – also saw
more intensive use.
Infrastructure and
equipment improvements
In 2009, the Group devoted considerable
means to ensuring the safety of its
customers through:
n the roadway renovation programme,
with widening carried out on the A31
between Beaune and Langres in just
three years, and the widening to 2 x 3
lanes over an 18 km stretch of the A36
between Belfort and Montbéliard,
n upgraded toll plazas,
n the increased use of separator systems
and of systems aimed at preventing
intrusions on the network (wrong-way
driving signs, fencing to prevent wild
animals roaming onto the motorways, etc.),
n the introduction throughout the network
of mobile lit lane closure warning arrows
to increase customer safety and protect
our teams while they carry out works,
n protected pedestrian routes at toll
plazas and barriers,
n the continued installation of toll plaza
approach warning systems,
n geolocation to enhance reactivity to
events.
2007 2008 2009
Petrol stations 18,474 17,697 18,843
Restaurant services 6,508 6,491 6,188
Shops 1,503 1,529 1,641
Hotels 362 341 273
Others 214 216 191
GROUP TOTAL 27,061 26,274 27,137
Customer service:
a Group priority
nuMBER OF
ACCIDEnTS
By listening closely to customers, notably
through regular surveys (stable results in
2009 with a satisfaction rating of 7.8/10
as in 2008), the Group constantly adapts
to meet customer expectations.
Providing customers with real-time
information on road conditions and traffic
flow is one of the Group’s major concerns.
This is relayed by:
n the Autoroute INFO 107.7 FM
motorway information radio station,
n the Group’s website,
n variable message panels,
n regular news releases and mailings
concerning our works areas.
Events held at rest areas by Entract’,
especially during periods of major traffic
movements (summer and winter
holidays), have proven their popularity,
2007 2008 2009
Material 5,216 5,138 4,767
Injuries 411 415 343
Deaths 61 31 31
and over 80 such events took place
in 2009. These free activities and events
are intended to improve the safety of
customers by encouraging them to take
a break.
Faster, safer journeys
In 2009, we continued the rollout of our
automatic collection and electronic toll
systems, and 73.1% of transactions on
the Group’s toll plazas used automated
systems (electronic tolls, cards and
automatic systems), up from 67.8%
in 2008.
Similarly, 42.5% of transactions were
carried out using the electronic toll
system, as opposed to 40.3% in 2008.
This confirms that the electronic toll
system is now the main payment method
used by our customers.
Works have also been carried out to
improve customer comfort and safety on
toll plazas, particularly through the
increased introduction of electronic toll
systems and all-vehicle all-payment lanes,
and through improved lane signage on
barriers, reconfiguration and additional
lanes.
2009 also saw the opening of a new
plaza on the Jura service area, helping
open up of this rural part of the country.
APRR 2009 AnnuAL REPORT
21