Île-de-France Mobilités threatens a failing shuttle service

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A service still mired in its dysfunctions. THE PAMthe mobility system offered to people with reduced mobility by Île-de-France Mobilités (IDFM), has failed to correct the situation since the recovery plan requested by Valérie Pécresse, the president of the region, in November 2023 1 year later, after several alerts and one. resurgence of problems since September 2024, IDFM announces the formal notice from Kisiothe operator of the service.

Multiple failures

The failures already identified in November 2023 are still relevant today, particularly at the level of WFP call and service center. Too often, users are faced with cancellations or negative responses when planning their trip: “more than 3% during peak hours, 10% during off-peak hours,” notes IDFM. The announced times are not respected, or changed at the last moment.

The relation client is singled out, despite the recruitment of new teleoperators. IDFM lists “a regular absence of taking into account user requests (including to adjust or cancel a journey), random reliability of the information monitoring the driver's arrival time transmitted to users, a failure to monitor complaints, billing errors, and digital accessibility which has not achieved the hoped-for objectives (notably the mobile application, which is not easily accessible for the visually impaired or blind).”

Keolisthe PAM transport operator, is also incriminated by IDFM, which mentions “a lack of committed resources”.

A struggling regionalized service

Taken over by IDFM in April 2023, the PAM was formerly managed by the departments of Paris, Essonne and Val-de-Marne. Its regionalization has made it possible to extend service to Seine-et-Marne, Yvelines and Hauts-de-Seine, with “an objective ofprovide an identical service for everyone ».

Since then, he has had a series of difficulties. In November 2023, 2,000 administrative files were still incomplete. The recovery of these files still remains “a major issue” at present, indicates IDFM.

Kisio in the hot seat

A slight improvement in the service was noted on a few points: the number of trips increased from 7,000 per week at the end of 2023 to 13,000 currently, and the last-minute cancellation rate has improved since January 2024. But the results are still largely insufficient for IDFM, which deplores a prejudices mattert for the “fragile public and those with sometimes serious disabilities”.

Île-de-France Mobilités therefore puts Kisio on notice “to take all necessary measures to meet contractual obligations in order to restore nominal operation of the Ile-de-France PAM service”. A emergency plan must be presented within a month to improve planning, regulation and customer relations. If it is not satisfactory, a termination procedure for misconduct may be initiated.

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