- Universeine (VINCI Construction and VINCI Immobilier), the development project in Seine-Saint-Denis that will welcome athletes and their support teams to Paris for the sporting events in the summer of 2024, illustrates VINCI Construction’s approach to building dialogue with its stakeholders. In 2022, Universeine welcomed President Emmanuel Macron of France and his government’s housing and sports ministers. Athletes, students, employees, trade unions and non-profits have also been consulted and visited the facilities that are being built.
Alongside their ambition to build and maintain strong and lasting relationships with their stakeholders, Group companies also seek to anticipate the needs and expectations of both their customers and the end users of the infrastructure and facilities they design, build or operate. They do so by developing innovative solutions to promote the well-being and safety of end users, gauge their satisfaction, remain attentive to their concerns and provide them with better information.
VINCI Airports is committed to satisfying passengers at all times and continuously improving the quality of its services and its customer experience. A number of initiatives were deployed at airports in France and around the world: renovating infrastructures and updating new technologies to enable a more fluid passenger experience (Lyon-Saint Exupéry, Lisbon, Kobe and Samaná airports), offering valet parking robots for passenger vehicles (Lyon-Saint Exupéry and London Gatwick airports), developing solutions to avoid destroying items confiscated during passenger checks (Lyon-Saint Exupéry airport), and adapting leisure and retail spaces (Osaka Itami, Kansai International and Salvador Bahia airports). Alongside regular satisfaction surveys, some airports also have Skiply systems that enable passenger feedback to be collected in real time thanks to connected buttons positioned around each airport.
VINCI Autoroutes aims to build constructive relationships with its customers, remaining attentive to their usage patterns and needs, thanks in particular to specific communications materials. The VINCI Autoroutes networks have continued to develop their services, such as the Twitter feed, the dedicated website, the VINCI Autoroutes app, Radio VINCI Autoroutes and the customer service number (3605). In other countries around the world, VINCI Highways has similar services, such as radio stations or chatbots to further strengthen its customer experience while improving safety. In 2022, AFNOR Certification awarded its triple quality, environment and occupational health and safety certification to MESEA, a VINCI Railways subsidiary (VINCI Concessions), for operating and maintaining the South Europe Atlantic high-speed rail line, while ensuring operational excellence for all users.
In addition to continuously working to improve the quality of service provided for its customers and conducting regular satisfaction surveys, VINCI ensures a particularly strong focus on road safety in the Group’s mobility-related activities. VINCI employees drive tens of thousands of vehicles and site machines. They are all exposed to road risks, as are the hundreds of millions of people using motorways, roads and other infrastructure operated under concession contracts every year, as well as the airports operated by VINCI Airports. Regular awareness and information campaigns are organised, and specific training is provided for those who are most exposed.
In France, the VINCI Autoroutes Foundation focuses in particular on preventing risks relating to driver inattention and drowsiness. Through its research programme, the foundation funds several scientific studies and investigations looking at road user behaviour. It also plays a leading role in making information on these two areas of concern available to drivers and the general public.
In March 2022, the foundation organised a conference and debate with road safety and adolescence experts on the theme “Young people at the wheel”, alongside the publication of a report on this issue. This report includes the findings from a sociological study supported by the foundation and based on more than 150 in-depth interviews with young people aged 18 to 25. The team of researchers who took part in this study shed light on a highly connected generation who are very dependent on cars and face constant compromises between the demands of their social life and safe driving, even if this means taking risks. The foundation carried out an online campaign to raise awareness among young drivers, with a video entitled “La notif’” (Notifications), adopting a fun approach to present the irresistible pressure exerted by “digital companions” on young people when they are driving. This video, shared on social media with the hashtags #JeTeLaisseEnVu #TuMeLaissesEnVie (I leave you on read and you let me stay alive!) has been viewed more than 20.5 million times.
In May 2022, the Foundation published the findings of its ninth European survey on responsible driving. This extensive survey, covering over 12,400 people in 11 European countries, assesses the behaviour of European drivers in order to better target prevention messages in each country. Following on from this survey, in November 2022, the foundation published the results of a new European survey conducted by Ipsos on “Sharing the road”. This study offers an overview of the behaviour of Europeans dealing with the coexistence of different modes of transport, and found that 96% of road users are afraid of the risky behaviour of others. It also shows that faced with the increasingly widespread adoption of active modes of transport, and particularly cycling, the sharing of the road and public spaces in general requires everyone to be adaptable and highlights the need to make all users more aware of the importance of respect for others and following the rules so that the various uses can coexist harmoniously.
In July 2022, faced with the unacceptable number of incident response vehicles hit by other vehicles on motorways and the deaths of four agents while they were working on the French network under concession, VINCI Autoroutes and the VINCI Autoroutes Foundation organised a hard-hitting mobile operation entitled “Quand allez-vous percuter ?” (When are you going to hit someone?) to encourage drivers to be mindful of the serious risks involved with certain behaviours and to keep their eyes open on the road. This operation was widely covered in the media and was also the focus of a major online communications campaign. This was followed in November 2022 by a video shared on social media to raise awareness, generating more than 20 million views and intended to remind drivers about the importance of the “safety corridor” rule.
Across the entire VINCI Autoroutes network, many awareness actions concerning road safety and the safety of personnel working on motorways were conducted over the course of the year, directed at different categories of road users.
