Our 2024-2025-2026 business plan Excellence in Every Journey defines our shared vision, to continue to be the partner of choice for the MBTA and outlines our path forward. While that vision has not waivered, the context and environment that we are operating in is constantly changing.

As we began 2025 we took the opportunity to pause and reflect on the path we have charted and make some necessary adjustments. You will find that the overall Goals and Keolis Way structure have not changed, but the actions and KPIs have been amended to more accurately reflect our needs. In this addendum of the business plan, we highlight these changes.

Our shifting environment is largely shaped by two dynamics, first the things that we achieve internally. The second driver of change are the needs and priorities of the MBTA.

2024 was a tremendous year for Keolis Commuter Services (KCS) and MBTA Commuter Rail. We saw ridership return to pre-pandemic levels. You will see these accomplishments reflected in updated KPIs for these areas, focused on percentage of growth rather than a comparison to pre-pandemic levels.

Similarly, in 2025 the MBTA has renewed their focus on Fare Collection, and we have introduced new KPIs to reflect the work that we are doing to increase fare collection and advance fare protection initiatives.

In 2024, KCS was awarded a one-year Contract extension and the Fairmount Line Decarbonization Program to transform service on the Fairmount Line through the procurement and introduction of a new fleet of Battery Electric Multiple Units.

More recently, we have introduced the South Coast Rail service, bringing passenger service to South Coast communities for the first time in 65 years, adding six new stations over 36 miles of rebuilt track. Taking into account the impact of operating and maintaining this new infrastructure and other challenges, we have adjusted the on-time performance KPIs.

We have accomplished so much together in recent years. Introducing programs like Keolis Signature Service and securing or extending ISO certifications (45001-18001-9001) are a demonstration of our intention to deliver a best-in-class service that is safe for our passengers and our colleagues. This builds on a foundation of our values: we imagine, we care, we commit.

Thank you all for your tremendous work. I know that together we will achieve the goals outlined in this plan.

Thank you,

Abdellah Chajai

Chief Executive Officer