ROAD SAFETY

As the global leader in the toll road management industry, road safety is our priority.

STRATEGIC GOALS

  • Guarantee and promote road safety
  • Develop products and services with a positive environmental, social and good governance (ESG) impact
 
21.3 -3.2%
Accident rate (IF1)*
 
1.3-6.1%
Fatality rate (FR3)**
 
€43 Mn
Investment in road safety
* IF1 = Number of accidents with victims / Traffic in 108 veh x Km

** IF3 = Number of fatalities / Traffic in 108 veh x Km

ROAD SAFETY PROGRAM

Through the Global Road Safety program, cross-functional teams from all disciplines and geographical locations work together in the Group to ensure road safety best practices are known and applied in all Abertis toll roads.

We work in interdisciplinary groups in all business units creating a single global vision for the Group, bringing together both the most operationsintensive units and those closest to the client, their environment and society in general.

We share this global vision with an ambition: reaching the zero fatalities goal on all Abertis roads, with 100% safe toll roads.

As a result of this strategy, the main units of the Group have continuously improved their accident and fatality rates in recent years.
Abertis works on a vision of road safety that shares the values of the Global Plan for the Decade of Action for Road Safety 2011-2020, which focuses on 5 pillars: Safe infrastructures, road safety management, safer vehicles, safer users and post-crash response.

YEAR-ON-YEAR CHANGE

  2017 2016 2015
IF1 -3.2% -2.6% -3.6%
IF3 -6.1% -5.4% -15.8%

100% SAFE ROADS

Abertis brings more than 60 years of knowledge and experience in road construction and management with the highest quality standards. The Abertis Group abides to the most recognized policies and procedures in the industry to ensure road safety in all areas of our activity.

APPLICATION OF THE BEST PLANNING, DESIGN AND CONSTRUCTION PRACTICES

Enlargement to double capacity of the Serra do Cafezal section in the Régis Bittencourt toll road (BR-116). Arteris has completed this ambitious project in December 2017 after successfully completing 7 years of work. The enlargement of this road has resulted in:

– Improvements in the level of service.
– The handling of more than 80 critical points identified by the Strategic Accident Reduction Group.
– The adoption of new methodologies and practices such as the use of more adherent asphalt, preventive signage, new concrete barriers, pedestrian walkways and wildlife crossings.
– Innovative tunnels, reaching quality levels that exceed the country’s standards, with a new pedestrian emergency tunnel and a modern automation and safety system, featuring the duplication of ventilation devices, specific lighting devices, fire prevention and mitigation systems and an intelligent flammable liquid drainage system.

PROJECT FIGURES

– 30 kilometers of enlarged toll road – 4 tunnels, 3 bridges and 36 viaducts
– 12 wildlife crossings
– 2 pedestrian walkways
– More than 2,000 workers involved

Guerville viaduct (France).. Declared a public interest, the construction of a third structure in the Guerville viaduct is under way using the most advanced techniques, with the goal of causing no inconvenience to the existing traffic.

PROJECT FIGURES

– 30 months of work
– 180,000 cubic meters of earthworks
– Work on 2 kilometers of roads
– Length of the new structure: 360 meters
– 3,000 tons of steel.

OTHER INITIATIVES FOR THE APPLICATION OF MANAGEMENT AND OPERATIONS BEST PRACTICES


Autopistas
• New Road Safety Center which seeks to position itself as a Center for Studies and Analysis and a Road Safety Center of Excellence (CoE) for public and private governments and institutions.

• Seat Cone Project, which entails retrofitting a van for lane closing, placing and removing cones on the lanes, in order to improve the working conditions of our employees and the quality of service for our customers.

• Cardio-protected Road Project: Installation of 33 semiautomatic defibrillators at toll stations and in service areas and a training plan for all staff to promote the knowledge on the use of cardioprotective devices.

Arteris
• Speed-o-Track: Arteris has created the Speed-o-Track app in Brazil together with Spotify and Google Maps, an app that alerts drivers if they exceed the speed limit. Drivers enter their Spotify account and select a song list. Thanks to the GPS data provided by Google Maps, the device detects the speed allowed on the road and the speed of the driver. If the allowed speed limit is exceeded, the music accelerates.

A4 Holding
• Use of a sound-absorbing draining layer of pavement along 100% of the toll road, which has led to an improvement in the indeces that measure the quality of the pavement in terms of roughness and regularity by more than 20% in the last ten years.

Abertis Argentina
• Toll booth reinforcement.

• Installation of new speed radars.

ViasChile
• The new Maipo bridge of Autopista Central, featuring anti-seismic technology and LED lamps.

• Implementation of Gate-Guard for making transfers and traffic management in Rutas del Pacífico

Abertis India
• Improvement of crossing or intersection signage through the installation of light posts and the use of rough paint on the pavement.

Abertis Metropistas
• Installation of new LED lighting:

2,674 lamps.

48.5% reduction in energy consumption.

• Improved maintenance, quality of lighting, visibility and safety.

OPTIMAL SAFETY MANAGEMENT

Standardizing actions and training: In 2017 efforts were made to standardize best internal practices from across all of the Group’s units in order to achieve a global vision on road safety.

– Several documents began to be drafted in 2017 such as the White Paper on Tunnel Safety Strategy, the White Paper on the Quality Management System, and the White Paper on Crisis Management.
– The Group has continued to promote employee training on road safety to ensure the best operation and maintenance through drills in most of the concessions, such as France, Spain or Chile.

• In Argentina, a special drill was conducted involving the transport of dangerous goods. The drill sequence consisted of a fuel spill from a bulk transport in the fuel pump sector, primary assistance, relevant notices in the face of imminent fire, evacuation and receiving the different representatives including the transfer of a wounded person.
For more information on safety training for Group employees please see the “Safety and Health” section.

AGREEMENT FOR A SAFER MOBILITY

The commitment to the road safety of our customers also drives us to look for partners whom we believe can add more value to our mission.

• A4 Holding (Italy) works in collaboration with Autovie Venete and CAV to offer integrated information to drivers in the north of the country. Thus, through a single source, it is possible to obtain realtime information of all the toll roads linking the north of Italy (from Brescia to Udine, Gorizia and Trieste, including the Mestre ring road (Venice)).

RESEARCH AND DEVELOPMENT OF ACCIDENT PREDICTION SYSTEMS

• VíasChile works together with the Institute of Complex Systems of the University of Chile on an accident prediction model, which has obtained the COPSA Award in the Innovation category.

The project, which began 2 years ago, takes place along 2 kilometers of the Central toll road as a test, seeks to prevent risk situations and alert users promptly, leveraging many possibilities offered by real-time information collected by the toll road’s electronic systems.

A first phase has enabled the identification of the variables that have an impact on the occurrence of accidents, and even predict 70% of occurrences. In 2017 we have worked on creating a software that allows sending the information to the toll road control center for processing, with the aim of developing better actions geared at alerting users adequately and try to prevent accidents.

CONTINUOUS EVALUATION OF ALL ASPECTS OF ROAD SAFETY MANAGEMENT

– Through its own management software that monitors both the state of the pavement and structures and retaining walls.
– Through independent security controls: in addition to the internal control systems, the Abertis Group works with independent entities such as the iRAP Foundation (International Road Assessment Program), which carries out safety audits of roads.

IRAP is a non-profit institution based in the United Kingdom dedicated to saving lives on the road. They develop a scientific methodology and predictive tools recognized by higher-level institutions such as the United Nations, the World Bank or the Asian Development Bank, among others, with projects in more than 80 countries.

In 2017, Abertis has become the first private road operator to cooperate globally with iRAP. This methodology will allow Abertis to know the level of safety of its toll roads in a standardized and highly professional manner, identifying all areas of improvement that can help define the Group’s future investment plans.

SAFER CARS

In 2017 the Group has seen its Road Tech and Road Safety strategic programs converge more and more, setting a trend toward using new technologies in the sector to enhance road safety. Advances in autonomous driving, the increasing use of Big Data and the Internet of Things, or the collaborative economy, to name but a few factors, will undoubtedly have an effect on road safety. For this reason, Abertis participates in important international projects together with automobile companies to improve the safety of the cars of the future.
For more information about these and other projects, please see the “Road Tech” section.

POST-CRASH RESPONSE

The Group continues to work to offer the best possible solutions in the event of an accident. Our recent innovations include advanced intelligent transport systems and an application that automatically detects irregular situations in tunnels.

• In Chile, the fleet of emergency vehicles has been modernized with the new incorporation of electric motorcycles for paramedic personnel.

• In Argentina, it has been reached an agreement with the ambulance service provider to obtain data of each medical assistance given: time delay data and injury category (severity). This way, the Quality area produces statistical control charts, analyzes cases that are outside the control limits and takes improvement actions.

SAFER USERS

At Abertis, we not only focus on infrastructures, but also dedicate a special effort to our customers through studies and observatories to assess their driving habits with the goal to knowing them better, as well as through safe driving awareness campaigns.

DRIVING OBSERVATORY

In 2017, the Sanef Driving Observatory became internationalized. Thus, Autopistas (Spain), Arteris (Brazil), VíasChile (Chile), Metropistas (Puerto Rico) and Argentina (Ausol and GCO) have conducted Driving Observations in their respective territories.

Using a similar methodology, observations of toll road drivers’ behavior are made through detailed observation and analysis in those sections of the network that, due to their characteristics, allow us to analyze behaviors and draw general conclusions. They focus on specific analysis factors such as speed, safety distances, lane occupation, use of the turn signal or use of the telephone behind the wheel.

By 2018, the Abertis Global Observatory will be launched, which will allow us to understand the global trends accross the world and the specific characteristics in each of our markets, with the aim of applying this knowledge to better adjust our awareness campaigns. The creation in Spain of an Observatory focusing on heavy vehicles is also planned for 2018.

Connected Citizens Program

In 2017 Abertis has signed a global agreement to join Waze’s Connected Citizens Program, the pioneering social navigation application and mobile technology that offers free real-time traffic information, fed by the largest community of drivers in the world. Abertis thus becomes the first company to adhere to the program in seven countries: Spain, France, Italy, Argentina, Brazil, Chile and Puerto Rico.

Abertis uses the application as a sensor to understand traffic in real time as well as as another communication channel to inform its customers. The company receives anonymous information in real time directly from the source: the drivers.

On the other hand, users of the application obtain updated information from Abertis from the traffic management centers the Group has in each business unit, as well as the roadwork program information or information on other incidents that could affect travel.

MAIN AWARENESS CAMPAIGNS DEVELOPED IN 2017


Autopistas
• Behind the barrier campaign: Communication plan and distribution of road safety kits, including the necessary material to deal with emergency situations and increase maximum safety and comfort.

• Adventure on the Road: A family day to provide insights into road management and road safety through Autopistas’ mobile application.

• Summer playrooms, to favor and foster resting times of families in service areas.

Sanef
• Speeding campaigns: Vous me voyez? Ralentissez!

• Campaigns against sleepiness.

• Alternatives to fines: actions whereby fines in case of violation are replaced by road safety training.

• Instagram campaign to favor periodic rests:#OnPoseporlaPause.

Arteris
• Celebration of the 4th Road Safety Forum, with a greater international outreach.

• Celebration of the 2nd Youth Forum (90 young people between 12 and 17 years old from 4 states).

• Awareness campaign on nightlife venues addressed to young people.

• Campaign to promote adequate vehicle maintenance, including inspections and sharing.

Projeto Escola (590 schools, more than 287,000 students and more than 16,000 teachers in its 16-year history).

• Acción Tô de Cinto, Tô Seguro (2 workshops, 11 meetings, with an impact on more than 5,000 people).

ViasChile
• Campaigns against the stoning of vehicles that use roads; educational talks were held on the toll roads with the highest number of incidents, in addition to educational film activities in communities (COPSA 2017 prize in the Road Safety category).

• The School Project, which supports the training of basic education children, reaching 131 schools on the 6 concessionaires.

Puerto Rico
• No Texteo (I don’t text), against the use of mobile while driving.

• Driver’s Education with the Transportation Safety Education Park (PESET) - Road Safety Education Program in an interactive park to raise awareness among children about the importance of prevention.

• Other campaigns on the use of safety belts, protective seats or on the observance of speed limits.

Argentina
• Campaign against alcohol at the wheel: Manejá sin alcohol (Drive without alcohol).

• Campaign against the use of technological devices at the wheel.

• Awareness campaign on nightlife venues addressed to young people.

India
• National program on eye exams of heavy vehicle drivers, in collaboration with the Government and various NGOs.

• Driver’s education campaigns in schools.

COMMITMENT TO GLOBAL ROAD SAFETY

Abertis’ commitment to road safety goes beyond our toll roads. We understand that it is a global problem, and we want to contribute our know-how and experience to face this challenge, which is already one of the Millennium Development Goals.

The Abertis Foundation has also played an important role in raising awareness among society through responsible driving. Its activities seek to accompany citizens throughout their lives, with actions adapted to all ages.

Likewise, in 2017 Abertis granted the first Road Safety Awards, which recognize PhD theses or Master’s final projects that focus on road safety aspects. In October, the First International Road Safety Award was also awarded, recognizing the best work among the winners of the national prizes in this category of each academic Chair (Brazil, Chile, Spain, France and Puerto Rico).
For more information on the Foundation and the Abertis Academic Chairs see the “Contribution to the Community” section.
In 2017 the Group has intensified its work with other institutions with the purpose of sharing its experience and knowledge for the preparation of studies on road safety. This is the case of the webinar organized with the International Road Federation on “Forgiving Roads.” In addition, it collaborates with the International Transportation Forum and companies from the sector in the report “Safety and Security on the road to automated transport”, to define the policies that must regulate road safety and digital security before the challenges of the new connected and autonomous mobility.

The new Road Safety Center (CESVI) of Autopistas has triggered two more studies on other aspects of road safety:

– The analysis of heavy vehicle accidents
– Study of free velocities in toll roads

UNICEF and Abertis, together for child road safety

In October, Abertis and UNICEF reached a ground-breaking collaboration agreement to combat the main cause of death in school-age children: road accidents.
The alliance focuses on the prevention of road traffic injuries in children and will strengthen and expand UNICEF’s existing work to protect children on the world’s roads and provide a safe route to school.
In order to help develop national responses to this global challenge, the program will first be implemented in the Philippines and Jamaica, which, like many low- and middle-income countries, experience a severe health burden from child road traffic injury.
This agreement marks the first global corporate contribution to UNICEF programs to prevent road traffic injuries in children. It is the largest agreement on road safety focusing on children.

Goal: Safe Journey to School
US$3 Mn contributed between 2017-2019
Countries: The Philippines and Jamaica with plans to extend to other countries soon.

ISO AS A TOOL AND FRAMEWORK FOR GLOBAL ROAD SAFETY MANAGEMENT

The implementation of a formal road safety management system allows the permanent systematization of practices and performance monitoring within a cycle of continuous improvement. Thus, 31.9% of the toll roads business (Spain, Chile and Argentina) has an implemented and / or certified management system according to international standard ISO 39001.

The case of Chile stands out where, following Autopista Central’s ISO 39001 certification, a pilot project is being developed for the implementation of an accident prediction and emergency management model according to international standard ISO 22320.

ROAD SAFETY MANAGEMENT BASED ON REVENUE


ROAD TECH

The intersection between new technologies and road infrastructure.

STRATEGIC GOALS

  • Innovate and incorporate the best technological practices
  • Development of products and services with a positive ESG impact
 
More than 10
Road Tech Projects
At Abertis, we know that managing the mobility of the future will bring about important challenges but also great opportunities. Through our “Road Tech” strategic program, we work at the crossroads between road infrastructure and new technologies. Our ambition is to become the platform for a safer, smarter and more sustainable mobility.

INNOVATIVE ROADS

SOLUTIONS FOR SMART ROADS AND INTEGRATED MOBILITY:

• C-Roads Project: a project promoted by the European Union that analyzes the possibilities of intelligent systems in cooperative transport and autonomous driving systems. One of the five projects in Spain is the one carried out in the Mediterranean Corridor in several sections of the AP-7 toll road of Autopistas (Spain). Its main purpose is to check the functioning of C-ITS (Cooperative Intelligent Transport Systems) services on toll roads. Both Autopistas (Spain) and Sanef (France) participate in this project in their own countries.

• V2I Connectivity (Vehicle to Infrastructure): Autopistas (Spain) works on the development and implementation of advanced communication solutions applied to mobility between vehicle and infrastructure. In Italy, A4 Holding participates in the Smart Road Project, a pilot program to equip 10km of toll road with road units for DSRC (Dedicated short-range communications) communications in the 5.9Ghz frequency for traffic and safety information.

• Implementation of the Internet of Things (IoT): A4 Holding (Italy) researches the connectivity of different sensors and network technology to monitor the state of the infrastructure.
Sanef (France) also works with an IoT sensor system to improve service and optimize operations. In the Reims region, there is the first stretch of toll road that has been fully equipped with connected solutions in the country. The project, which involves the installation of 250 IoT devices, will optimize toll road operation and maitenance equipment routes and improve service quality.

•Wireless connections: diversas concesionarias del Grupo, como A4 Holding (Italia) o Sanef (Francia), están desplegando conexiones Wifi en la red. En Brasil, la nueva Via Paulista contará con cobertura de Wifi en todo su recorrido, como un sistema de comunicación entre el usuario y la concesionaria.

SOLUTIONS FOR CONNECTED AND AUTONOMOUS VEHICLES:

• SCOOP@F Project: A project involving the deployment of cooperative intelligent transport systems (C-ITS) in 3,000 vehicles and 2,000 km of roads to exchange information on traffic conditions. As part of this project, Sanef (France) has begun to collaborate with Renault to improve the range of autonomous cars in construction works and toll lane passing zones.

• Inframix: this is a 3-year research project of the European Commission designed to evaluate the future role of infrastructures during the period of coexistence between conventional and autonomous vehicles, with the aim of making roads faster, safer and socially sustainable for all traffic participants. Autopistas (Spain) has offered a section of the 20-kilometer AP-7 toll road to conduct tests in the three priority components of the project: dynamic lane allocation, construction zones, traffic jams and congestion.

SOLUTIONS FOR ELECTRIC VEHICLES:

Fabric: together with 22 partners, is studying the feasibility and development of wireless road charging solutions for electric vehicles. We analyze the technological developments required in the pavements, as well as the operational restrictions once implemented.

E-way corridor: a project for experimenting with an electric toll road corridor for heavy vehicles. The tests are being carried out in the Seine Valley’s A13 toll road. Abertis’ subsidiary in France, Sanef, participates together with other companies to analyze which of the different solutions - power rail, induction or directly contactless charging- will be more convenient in the future.

Corri-door (France): a consortium with multiple agents - EDF, Sodetrel, Renault, Nissan, BMW, Volkswagen, ParisTech and toll road operators, including Sanef - joining forces in the development of the electric vehicle. The project consists in the installation of fastcharging electric devices across the road network in France, making chargers available every 80km that allow users to charge 80% of the battery in 30 minutes.

ABERTIS MOBILITY SERVICES

At Abertis, innovation extends across many areas. On the one hand, through the analysis of how new trends in mobility can impact our traditional business. On the other, through the commitment to a new line of business based on Mobility as a Service (MasS), which shifts the focus of attention of mobility from the mode of transport to the individual who understands mobility as a point-to-point service with new and different needs.

In 2017 Abertis Mobility Services, the Group’s multimodal mobility services division, was born as a result of the continuous evolution of new technologies and the search for solutions for safer, more efficient, smarter and more sustainable mobility and the need to reflect a global vision on the subject, with the mission to:

– Manage the Group’s assets related to these services under a single vision and common strategy, in order to build a value proposition aligned with market trends.
– Develop business opportunities in the field of mobility services, complementing the Group’s current strategy.
– Act as the center of excellence for mobility solutions of the Abertis Group.

The creation of the Abertis Mobility Services division responds to the Group’s renewed drive for innovation, by reinforcing the human team dedicated to the search for new businesses within the concession industry, as well as the creation of Innovation Committees consisting of members of the technology departments from across all business units.

Abertis Mobility Services was born to respond to these changes and become the pioneering platform for a modern and efficient mobility, focused on different types of customers:

On the one hand, governments and road operators (B2A), through the subsidiary Emovis. On the other, vehicle fleet companies (B2B), through Eurotoll, which has joined the Abertis Group 100% in 2017. It is one of the largest issuers of electronic payment devices, or OBUs (On-BoardUnit) in Europe.

Lastly, citizens are the direct client of subsidiaries such as Bip & Go and Bip & Drive, the toll payment devices industry.

FREE-FLOW SYSTEMS

Abertis offers advisory services, design, implementation, operation and maintenance of free-flow mobility solutions through Emovis, its technology and services division.

The division operates some of the largest electronic toll infrastructures in the world in the United Kingdom (Dartford Crossing - 160,000 vehicles per day), Ireland (M-50 (145,000 vehicles per day), the United States and Canada. It is present in 7 countries: Canada, United States, Puerto Rico, United Kingdom, Ireland, France and Croatia.

Eurotoll

Eurotoll In 2017, Abertis has formalized the purchase of 100% of Eurotoll. This acquisition seeks to boost the development of a business, that of electronic toll payment management for heavy vehicles, complementary to the toll concessions. Also, this acquisition will improve Abertis’ position before the implementation of the new EETS standard (European Electronic Tolling Service) in several European countries.
8,000 client accounts
150,000 devices in Europe
Services across a 55,000 network in 16 countries Offices in France, Belgium, Poland and Hungary.

MAIN PROJECTS IN 2017

• Implementation and management of free-flow electronic toll on the Mersey Bridge (United Kingdom).

The Mersey Gateway Project is one of the largest infrastructure initiatives in the United Kingdom in recent years and is considered one of the 40 major projects of the National Infrastructure Plan and one of the top 100 infrastructure projects in the world (KPMG).

Inauguration: October 14
Characteristics: 6-lane bridge over the Mersey River between the towns of Runcorn and Widnes
Expected number of vehicles: +65,000 / day
Up to 1,000 payment devices issued each day (before its opening)
More than 80,000 registered users before its inauguration, 60% online
Travel time savings: from 10 min to 1 hour in moments of great affluence

• Modernization of the electronic toll systems of the A25 toll road, a strategic axis in the Montréal metropolitan region (Canada). The project was executed without affecting the infrastructure’s traffic flow.

• After completing the pilot program, Autopistas has finally installed the free-flow lane at La Roca toll plaza on the AP-7 toll road. This technology enables automatic toll payments, without gates and without the need to stop, and traveling at a speed of up to 60 km per hour.

• Installation of the first automatic reversible bidirectional electronic gantry in Puerto Rico. The gantry has 10 lanes, two of them reversible that allow changing the direction of the lanes automatically without human intervention and without interrupting traffic, therefore speeding the journeys on the toll road. At present, analyses are under way to transfer this technology to other concessions of the Group.

• Road Usage Charge Pilot Project (RUC), a pay-per-use pilot project for road use in the state of Washington (USA). The RUC system establishes payments based on the distance traveled, so that drivers can pay based on how much they use the Washington State road network based on the number of miles travelled.

Emovis will be responsible for implementing a back-office system that will store the information in the cloud, as well as providing an on-board device (OBD-II) and app technology that will record user mileage and charge the amount established based on the route taken. This project adds to the pilot project that is currently in operation in the State of Oregon, which counts with the participation of 1,000 volunteers.

In addition, Emovis continues to promote its research and development in other technologies such as thermal cameras for calculating the number of vehicles through heat; or “fingerprint” technologies to recognize the shape of the vehicle and facilitate its recognition.

INTEROPERABILITY AND PAYMENT DEVICES

• The Abertis Group works to make road travel a comfortable and easy experience for the client.

• Eurotoll continues to increase the interoperability of its Tribox Air device, equipped with DSRC / GNSS / GSM and “over the air” technology, a single device for traveling in France, Spain, Portugal, Austria, Belgium (in 2017), and soon, Germany.

• Bip & Go and Bip & Drive, issuers of payment devices owned by Abertis, are also making progress in the interoperability of their devices not only between countries, but also for their use beyond the toll road (shopping centers, gas stations, car parks...).

• Bip & Drive has launched in 2017 the first exclusive VíaT for motorcyclists, consisting of a bracelet that incorporates the Vía-T pass, valid for all toll roads in Spain, France and Portugal.

• Through Autopase, its issuer of payment devices, VíasChile has also made progress in the field of interoperability among the division’s concessionaries in the country.

ADVANCED PAYMENT SYSTEMS

The Abertis Group continues to innovate in the field of payment systems and models.

• Autopistas has launched the Ronda Gi, a free device designed to facilitate the mobility to enter and exit tolls on the Girona ring road of the AP-7 toll road. With this device, vehicles traveling on this free section do not have to stop at the tolls. In addition, customers who have the device can enjoy a number of advantages and are provided with information to plan their journeys.

• VíasChile has installed the “stop and go” electronic payment service on the Libertadores and Rutas del Pacífico toll roads. The device allows vehicles to pass through the tollgate without the need to manually pay the toll. These are the only two inter-urban toll roads in the country featuring these multifunction tolls, which do not require registration or an additional contract and have a single invoice.

Los Libertadores toll road figures:
Increase in road capacity from 250 vehicles / hour to 650.
Average toll drive-through time of less than 6 seconds

• In Argentina, an agreement has been reached with Banco Nación to create a prepaid toll system linked to each user through their mobile phones.

• Emovis has launched an application that allows paying the toll in the M-50 ring road in Dublin via a mobile application. In France, Sanef is also experimenting with payments via mobile on the A13 toll road, with Autopistas currently studying this as well. As a result of these improvements, the percentage of automatic or electronic toll transactions has increased in the Group up to 76.4% (+2.9pp) of the total, of which 62.9% are electronic toll (+2.8pp) only, with Argentina (+8.6pp) and Italy (+5pp) among the countries that have grown the most.

ROAD TECH: A COLLABORATIVE SANDBOX

Through partnership and collaboration with governments and innovators large and small, the Group seeks to accelerate the evolution of new technologies and develop its full potential in the field of infrastructures.

Open Innovation project: which seeks to create a platform for better mobility, greater security and better service. The Abertis Group has begun to search for new partners to create a hub for companies in the Road Tech ecosystem.

In France, through the Open Innovation project, a start-up company selection process has been opened allowing them to test their innovations in Sanef.

Open Innovation
20 selected companies
14 submitted projects
5 projects in deep assessment phase
The Group also works on a study on the future of mobility with experts from the World Economic Forum.

Road Tech Report, by the Intelligence Economist Unit

This year, Abertis has worked with the The Economist Group’s studies division on the Road Tech report: Addressing the challenges of traffic growth, based on detailed interviews with key experts in infrastructures, technologies and transportation from different sectors and geographical areas, to assess the challenges of the mobility of the future. The report was presented this year in cities such as Barcelona, Madrid, Brussels or Dubai and has served to open the debate on how new road technologies (Road Tech) are transforming the transportation sector and are the key to a smarter and more sustainable mobility in the future.


www.abertis.com/es/roadtechreport

QUALITY MANAGEMENT AND CUSTOMER FOCUS

Our commitment to road safety and new technologies has a clear objective: the satisfaction of our customers.

STRATEGIC GOALS

  • Provide quality services (fluidity, comfort and information to the customer)
  • Quality products and services with a positive ESG impact
 
93% of revenue
ISO 9001

QUALITY MANAGEMENT

Our commitment to road safety and new technologies has a clear objective: the satisfaction of our customers. All our initiatives have in our customers our raison d’être.

Our customer focus drives us to work on the quality management of our roads through different lines of action: road safety, information security, and obtaining and maintaining international certificates that back our management performance. The Group is currently working on the definition of a new White Paper on the Quality Management System that seeks to unify all of the Group’s quality-related policies and standardize the processes of each business unit to create a common vision into quality management throughout the entire Group.

QUALITY MANAGEMENT ACCORDING TO REVENUE

92.6% of the revenue has a quality management system implemented and/or certified according to the ISO 9001 international standard. This percentage includes all activities except those developed in India. In the case of Chile, the system has been implemented in Autopista Central, which represents more than 50% of the business’ turnover of the activity in the country; in the rest of the roads, it is in the process of being implemented.

In some cases such as Puerto Rico (Metropistas) and Argentina (GCO), the certification was renewed during the course of 2017 based on the most recent version of the standard (2015).

Likewise, the activities in Spain have a specific information security management system based on the international standard ISO 27001.

CUSTOMER QUALITY SURVEYS

Satisfaction surveys are conducted periodically for both general and specific users of the infrastructures. In addition to the general surveys.
• In 2017 Autopistas presented the “Customer’s Voice”, which monitors customer satisfaction in service areas by conducting surveys using QR codes in customers’ restaurant sales receipts.

Progress was also made in obtaining a customer satisfaction index and a recommendation index or NPS (Net Promoter Score). The results obtained will allow identifying the strengths that must be preserved and analyze opportunities for improvement.

• In turn, Sanef (France) ranked first in the Customer Quality survey conducted by the Ministry of Environment, Energy and Sea in 2017.

• In addition to the general surveys, in 2017 Argentina has carried out a specific exercise to measure the level of satisfaction among tow-truck users.

In 2017, 2.1 million queries, complaints and suggestions were received, of which almost 100% have been resolved. Brazil, Chile and Argentina are the countries that concentrate the highest volume of communications received.

RESULTADOS DE DIFERENTES ENCUESTAS REALIZADAS ENTRE CLIENTES (ESCALA DEL 1 AL 10)

  2016 2017
España 6.9 6.7
Francia 8 7.9
Brasil 8 8.2
Italia 7.3 7.2
Chile 6.5 7.5
Puerto Rico 7.6 (bianual)  

CUSTOMER COMMUNICATIONS

In 2017 the use of information channels has intnsified by improving existing ones and creating new ones by leveraging social networks. The goal is to consolidate an ecosystem of relationships and dialogue with customers and citizens.

INTERNET

• A4 Holding (Italy) and Eurotoll have launched a new website in 2017, with renewed contents and services.

• Autopistas’ new blog (blog.autopistas.com), a content space on topics related to road safety and the driving industry, offering reports, driving tips, industry-related articles, updated information and publications related to the results of studies from the Road Safety Center (CESVI) in Autopistas.

• In Brazil, the use of Artificial Intelligence is currently under study for the customer service chat.

SOCIAL MEDIA

• Use of Instagram to approach the user and promote responsible driving through the hashtags #onposepourlapause (Sanef) and #ContigoHastaDondeQuierasllegar (Autopistas).

• On the occasion of the summer vacation campaign, Arteris offered a live broadcast through its Twitter account of surveillance camera images of the Litoral Sul.

• Autopistas has created its customer service Twitter account and activated its corporate profile in LinkedIn.

TV AND RADIO

• A4 Holding (Italy) opens its operations center every week to a local television team (Brescia, Verona, Vicenza and Padua) for the recording of the “Qui Centro Operativo” program, which reports on everything that can help ensure the fluidity and road safety of drivers during their journey on the A-4 toll road (traffic forecasts, work schedules, incidents due to anticipated events, etc.).

• Radio Sanef reinforced its content this summer, constantly informing about the summer vacation campaign. In 2017, Sanef 107.7 was chosen for the second year in a row as the best thematic radio of the year in the Salon de la Radio.

ON-SITE

• VíasChile reinforced its mobile customer service offices to facilitate electronic payment in areas located far from urban centers.

• Autopistas: open days at the control and customer service centers in Segovia and Logroño including an educational session on road safety for children.