1. EMTA general meeting November 2010

2. Territorial scope 2

3. FGC and the Metropolitan Transport Authority (ATM) State (AGE) 3 EMT Barcelona City Council TMB FGC EMT Buses DGPT Buses Trams Inv. in Tram Infrastructure Renfe Regional Service Contract-programme scope Other City Councils (RMB)Urban transport ATM Government of Catalonia

4. Statistical Summary 2009  Metropolitan Lines: 79,788,317 passengers  Income: 73.043 M€  Coverage ratio: 76.07 % 4  Production: 31.8 M coaches - km  Expenses: 96.021 M€  Deficit: 0.29 € / passenger

5. Increase in Passengers (million) 5 Barcelona-Vallès Line Llobregat-Anoia Line Total % increase 74,9 -1,2 77,9 3,9 79,0 1,4 80,9 2,5 79,8 -1,4 Prices Average fare Single ticket 0,65 1,15 0,69 1,20 0,72 1,25 0,73 1,30 0,76 1,35 2005: Strike and works at Plaça Europa

6. Quality measurement Expected 6 Planned Provided Perceived SERVICE CQI (objective)CSI (subjective)

7. Indicators of Quality  Annual external assessment.  Clients assess 27 aspects according to their importance and degree of satisfaction. The result is rated between 0 and 100. Customer Satisfaction Index (CSI) 7  Monthly internal assessment.  Internal measurement of disruptions in service, based upon an ideal theoretical service, penalizing incidents depending on the section, the day, the time, the type of failure and the number of passengers. It allows for the determination of responsibility in incidents. The result is calculated as a percentage. Quality Control Index (QCI)

8. Customer Satisfaction Index (CSI)  Punctuality  No danger of accidents  Price of the journey  Take the train at any time  Frequency  No disturbances or aggression  Speed  Information on interruptions  Carriage cleanliness  Modal co-ordination The 10 most important aspects: 8

9. Customer Satisfaction Index (CSI) 9 Barcelona-Vallès Line Llobregat-Anoia Line 57,5 55,7

10. Customer Satisfaction Index (CSI) - Analysis 10 Satisfaction Importance Key issues

11. Quality Control Index (QCI) Monitored events:  Delays of between 4 and 6 minutes  Train transfers  Train evacuation  Lift stuck with passengers inside  Validation machine breakdown  PA system breakdown Sum produced Planned objective % 11

12. 12 Barcelona-Vallès Line Planned objective Actual percentage Quality Control Index (QCI)

13. 13 Llobregat-Anoia Line Planned objective Actual percentage Quality Control Index (QCI)

14. 14 Llobregat-Anoia FGC Total Punctuality Barcelona-Vallès

15. 15 QCI evolution

16. 16 Subjective and objective factors

17. 17 QCI - CSI evolution FGC has reduced slightly its QCI levels, without significant affectation to CSI QCI – CSI evolution This QCI reduction comes from “significant” economies in operation and maintenance standards QCI CSI Cost QCI ∆Cost ∆QCI CQI

18. 18 Conclusions  The objective indicators, like CQI, give a partial view of the quality of the service, because they concentrate mainly in “technical performance”  The subjective indicators, like CSI, give a more comprehensive approach to the quality of the service provided …  … but, on the other hand, are more likely to be affected by “external factors”  Consequently, it is unlikely that an operator accepts a bonus – malus in a Public Service Contract which is based on subjective indicators  Objective quality indicators should be the basis of a bonus – malus system, complemented by subjective indicators only in consolidated networks/services