SPLIT: Optimize the management of disruptive situations for our passengers

On the STAR network, Keolis Rennes field teams use an app to declare their availability and position and to stay updated on ongoing events. At the same time, the Passenger Information team at the Centralized Command Center (CCC) accesses a web interface for real-time visibility of agent availability and positions. The system includes processes dedicated to managing the database of volunteer field agents: registration, modification, and availability declaration. It also offers a simple interface for declaring and managing events and disruptions.

The main benefits are organizational: clarification of mobilization pathways and unified supervision at the CCC, improving cognitive load and team responsiveness.

The SPLIT solution in Tours, adapted from the Rennes model, uses Power Apps to optimize the management of field teams and the CCC. As in Rennes, it updates agent location and availability. Additionally, it allows agents to centrally record their service startup via mobile, according to their scheduled hours. It also provides access to personalized documentation by sector or station to better inform travelers.

Since September 2025, Keolis Tours teams have already noted several benefits:

• Preference for simpler smartphone usage by agents,

• Improved structuring of traveler information,

• Better coordination and responsiveness between operations and marketing,

• Reduced cognitive load for CCC teams through real-time visualization.

SPLIT optimizes field team deployment during disruptions to enhance traveler information.