2022 | 2023 SUSTAINABILITY IN ACTION

RELATIONS WITH USERS, SUPPLIERS AND THE LOCAL COMMUNITY

We strive to improve our users’ experience and the quality of our service provision, always seeking operational excellence.

Our actions in the local community pursue both educational and social objectives. In the educational field, we seek to promote and facilitate opportunities for students to integrate into the work world. At the social level, we work to satisfy their needs, trying to invest our efforts in improving their quality of life.

We work closely with our suppliers to ensure that working conditions in our supply chain are safe, dignified and respectful and that our business operations are conducted in an ethical and sustainable manner. Likewise, we work on the continuous improvement of our professional relationship, establishing guidelines and commitments to improve the results of their performance and the quality of the service they provide us.

Our commitment goes beyond operational excellence; we work to improve the quality of life not only of our users, but also of our community, by promoting educational and social initiatives in addition to promoting sustainable mobility. We also guarantee safe, dignified and respectful working conditions throughout our supply chain.

3.1 QUALITY AND TRANSPARENCY IN SERVICE DELIVERY. WE SEEK OPERATIONAL EXCELLENCE

Our aim is to offer the inhabitants of the Community of Madrid a safe, accessible, punctual, efficient mobility service that respects economic, social and environmental needs.

We maintain an on-going commitment to improve the user experience, service quality and raise overall service delivery indicators.

Over the course of this period, we have strived to go further, adopting proactive management aimed at user well-being.

USER PROFILE

We are committed to continuously improving the mobility service provided in the Community of Madrid, seeking excellence in quality and transparency.

USER SATISFACTION

CUSTOMER SERVICE DATA AL CLIENTE 2022/2023

PROPERTY LOST AND DELIVERED IN 2022/2023

NOTEWORTHY ACTIVITIES 2022/2023

As planned, we moved ahead with the global project to improve the passenger information system and to establish an accessible multi-channel communication system. We implemented a prototype at the depot stop, involving the replacement of the old TV monitors with an LED display having an updated design, better information distribution and an improved advisory system. We also incorporated the “Bucle T” service for users with hearing aids.
The comprehensive review of our Web and App assets will be postponed until next year while the update of the telephony and interphone services in the event of network incidents is currently under study.

Regarding the improved coexistence among users, we finished the creative development of a civic campaign that will be launched soon on the network.
In the field of operational safety, the advanced driving assistance system (SIMOVE) was completed and tested throughout the MLO fleet, including automatic action on emergency braking in the event of excessive speed.
In order to improve the experience of our users and offer added value to travellers who greatly appreciate the ability to stay connected, we implemented a new free power bank loan service for charging mobile phones and other electronic devices.

PUNCTUALITY 2022/2023

ACCIDENT RATE 2022/2023

SERVICE AVAILABILITY 2022/2023

In order to ensure safety during service provision, we provide information to users through various channels, such as signage in facilities and vehicles. Additionally, we carry out awareness campaigns on road safety aimed at different groups, through talks, posters, vinyl banners and digital materials promoted on our website, social networks and media. We also publish guides on harmonious coexistence, among other actions included in the educational project mentioned in point 3.2 of this section.
Plus, in our workshops we have preventive maintenance programs set up for the units that provide the service. These programs are carried out every 16,000, 33,000, 50,000, 100,000, 200,000 and 600,000 kilometres and include overhauling each and every train system, as well as cleaning or the replacement of worn components. Every day, we inspect the condition of the equipment of the different systems located on the roof, inside and underneath the train, as well as the vehicle’s overall functioning. We also make the corrections necessary for possible faults detected during these daily inspections.
We clean and disinfect all MLO facilities and light rail trains daily, to ensure a safe and healthy environment for our users. In addition to this routine cleaning, we carry out a thorough cleaning of our light rail trains every 15 days. We also have them fumigated inside every six months. During this process, we thoroughly disinfect every corner of the space used by travellers, thus ensuring conditions of optimal hygiene and well-being for all our passengers.

In order to monitor the effectiveness of all these aspects concerning the quality of the service provided, an independent company is contracted on a biennial basis, alternating with the Regional Transport Consortium of Madrid, to carry out an exhaustive opinion study on the quality of the service provided on our lines ML2 and ML3. This study involves conducting surveys among our users in order to understand their level of satisfaction and expectations with regard to various aspects of the service.

The results obtained allow us to identify areas for improvement and define concrete action plans. These results are shared with all the corresponding areas of our organisation, and the most relevant aspects are incorporated into the MLO context analysis, thus contributing to more comprehensive and proactive management of our operational performance.

CHALLENGES FOR THE FUTURE

Completely redesign our website and app.
Launch the civic campaign developed during 2023 throughout the network, as well as on our digital channels.
Analyse the impact of Lean Manufacturing methodology on the management of the long rolling stock maintenance cycle as part of a continuous improvement process. The goal is to optimize the organisation of maintenance work to provide excellent service to the user.
Implement the RCM model (Reliability-Centred Maintenance) in the point motor system to optimize maintenance plans and ensure maximum equipment availability.

3.2 SUSTAINABLE MOBILITY IN CITIES (ROAD SAFETY AND ENVIRONMENTAL EDUCATION, AND PROMOTION OF SUSTAINABLE TRANSPORT)

TRANSFORMING CITIES

Our work within the educational field continues to be a priority for us. We are progressively succeeding in impacting and sensitizing a greater number of schoolchildren, families and professionals in our area of influence.

Working hand in hand with local administrations and in collaboration with other entities, we are moving forward with the aim of positively influencing people’s mobility, seeking to promote responsible practices to achieve a beneficial impact on the environment.

Our actions in this area contribute to achieving goal 11.2 of the Sustainable Development Goals set by the United Nations for 2030.

EDUCATION 2022/2023

We contribute to the transformation of cities, moving toward sustainable mobility through road safety and environmental education and the promotion of responsible transport.

NOTEWORTHY ACTIVITIES 2022/2023

We continued our collaboration with the municipalities of Pozuelo de Alarcon and Boadilla del Monte, maintaining our current line of work.
During this period, we continued the Road Safety Education Project, implementing a constant updating and improvement process. We concluded the digitization of the didactic materials and transferred them to the local police department to support the talks on road safety given by their agents who do outreach with the students in the area.
With the aim of reducing or eliminating risk situations, we launched the #DesconectaMiraCruza* campaign, which aims to raise awareness among younger users of the importance of eliminating mobile phone and headphone use when approaching or crossing the tracks where our vehicles run.

To achieve this, we created a visual warning sign that has been painted on the pedestrian track crossings. In addition, we designed and communicated friendly, jovial messages in stations and stops, on social media, during school visits to the depots and in the talks on road safety education given in the area schools together with AESLEME (Association for the Study of Spinal Cord Injury) and teaching agents of the local police of Boadilla del Monte and Pozuelo de Alarcon.

This campaign also enjoyed the collaboration of other external entities to amplify its message. Area schools joined us as well: the Somosaguas university campus of the UCM, the local police department of Pozuelo de Alarcon, the municipalities of Boadilla del Monte and Pozuelo de Alarcon, and the Pozuelo Environmental Education Classroom, which is assuming a relevant role in the campaign’s dissemination in its activities, among students and also teachers.

IMPACTS OF THE #DESCONECTAMIRACRUZA CAMPAIGN

We renewed our support for several outstanding activities in collaboration with local schools, ranging from early childhood education through A-levels:

Environmental cycling routes in collaboration with the Department of Security of the City Council of Pozuelo de Alarcon.
European Mobility Week: bike route from the Pozuelo Environmental Education Classroom to the guided tour of our depots, passing through the Adolfo Suárez Forest Reserve and using the municipality’s bike lanes.
Electric Mobility Circuit, Teen Smart City Pozuelo (Mini-Forest for Biodiversity): This program aims to illustrate how technology contributes to improving cities, making them more sustainable and intelligent. In addition, students have the opportunity to enjoy an exciting mobility circuit with electric karts.
Reciclo Pozuelo together with a pioneering project to take advantage of plastic packaging to turn waste into a resource.
Path through the forest reserve - self-guided tour where students learn to find their way and identify the flora and fauna.
Renewable energies and biodiversity circuit, where issues of sustainability, circular economy and climate change are explored.
Green classroom of the future: Reforesting Action: This space presents the perfect opportunity to generate synergies between art and nature, bringing creativity and science to the centre. A very representative example is the creations made with nets and plants and small hanging aquatic mini-gardens.
Reading refuge: an old kiosk has been transformed into a reading corner where users exchange books surrounded by a Miyawaki Miniforest, clone arboretum and mycological garden. A great circular economy example.

CHALLENGES FOR THE FUTURE

Continue to improve the Road Safety Project through collaborations with experts in this field in the Community of Madrid. Among other tools, we are considering the creation of a didactic microsite that addresses the topics covered, aimed at students from 6 to 18 years old, in order to serve as a complementary resource for the road safety educators.
Continue and consolidate the existing line of work with the town councils of Pozuelo de Alarcón and Boadilla del Monte.

3.3 SOCIAL ACTIONS WITH THE LOCAL COMMUNITY (SPORT, CULTURE, SOCIAL EXCLUSION, DISABILITY AND BRINGING STUDENTS CLOSER TO THE WORLD OF WORK)

DEVELOPMENT OF INITIATIVES IN COLLABORATION WITH THE LOCAL COMMUNITY

We strive to meet expectations and raise the quality of life in our community through partnerships in key areas such as education, disability and sport.

Throughout this period, we maintained and strengthened the line of work with the main actors involved, such as agencies, associations and local foundations.

SOCIAL AND CULTURAL INITIATIVES

We are committed to active listening to understand their core needs and strive to provide support, seeking to mitigate the challenges they face as much as possible.

NOTEWORTHY ACTIVITIES 2022/2023

We continued the line of work carried out during the previous period with the local community, deepening our understanding of their social needs and doing our best to meet them.

COLLABORATIONS IN EDUCATION, DISABILITY AND SPORT

CHALLENGES FOR THE FUTURE

Strengthen and maintain existing social collaboration projects in our environment.
Study the possible implementation of a volunteer policy within MLO.
Create an internal communication and dissemination channel about the social work performed by the collaborating entities.

HOGAR DON ORIONE

During this period, we addressed the home’s needs, focusing on renewing machinery and improving facilities to ensure the provision of higher quality services to the residents. Plus, we provided users with experiences on the light rail, thus promoting social inclusion.

CAL PAU FOUNDATION

At MLO, we established an active collaboration with the Women, Equality and Diversity Space, with the aim of improving the quality of life of many people with disabilities. The initiative seeks to provide them with the necessary tools to develop their own life projects, participate in the community and make autonomous decisions. Within this framework, MLO also engages in the recruitment of staff to accompany the participants in various activities, thus strengthening our commitment to inclusion and diversity.

FOPG

We renewed our collaboration with the ONCE Guide Dog Foundation (FOPG), sponsoring another litter of puppies in the hope that they will become future guide dogs.

This renewed collaboration plays a crucial role in enabling the ONCE Guide Dog Foundation to deliver more than 140 guide dogs annually to people with visual impairments. Currently, in Spain, there are already more than 1,000 guide dogs that have positively transformed the lives of their users, significantly improving their mobility and promoting their autonomy. We are proud to contribute to this noble cause, which has such a significant impact on the lives of people with visual impairments.

AFANIAS

We renewed our collaboration with the Afanias Pozuelo community in order to improve the quality of the Occupational Centre, a fundamental space for the daily routine of 143 people with intellectual disabilities. In the last two years, this collaboration has enabled significant improvements, such as a new paint job, a gym upgrade and the improvement of the common rest areas.

Moreover, we had the opportunity to become more familiar with the supervised housing and the experimental residence located in Pozuelo de Alarcón, where the autonomy of people with disabilities is promoted. This experience allowed us to understand first-hand the positive impact that these initiatives have on the lives of those who participate in them.

3.4 RESPONSIBLE MANAGEMENT OF SUPPLIER RELATIONS

In accordance with our Comprehensive Management System, certified according to ISO standards 9001, 14001, 45001, and EFR 1000-2, as well as the AENOR SFO (Operational Railway Safety) certification, we are committed to continuous improvement. This is why we have implemented a new approval procedure for our suppliers since 2023, including the evaluation of their performance. This procedure includes principles to protect labour and the environment, prevention of occupational risks, and human rights, as well as the measures applicable if they fail to comply with their obligations. After the technical analysis of the required documentation, we ask them to familiarise themselves with the provisions of our corporate policies and code of ethics and comply with them.

Our suppliers’ performance directly affects the achievement of our Strategic Plan, which is why we continuously evaluate various factors such as quality, deadlines and delivery from an environmental standpoint. Suppliers and subcontractors are actively involved during this process, aware of the evaluation of their performance. The feedback received is essential for optimizing our services and correcting possible errors.

We consider it essential to establish partnerships, mainly with national suppliers, thus strengthening our commitment to sustainable development and corporate social responsibility. This approach not only allows us to ensure compliance with ethical and legal standards, but also contributes to boosting the local economy and promoting socially responsible business practices. We are firmly committed to excellence in all of our operations, and this policy reflects our firm intention to build long-term business relationships based on ethical and sustainable values.

Our commitment to the ethical and sustainable management of relationships with our suppliers reflects our pursuit of excellence and local development.

OUR SUPPLIERS

NOTEWORTHY ACTIVITIES 2022/2023

We started the process of designing our vendor portal, leaving its development pending due to the need to make prior improvements in security and storage through Microsoft 365. This portal is projected to be an essential communication channel for this stakeholder group, so we are working diligently to overcome any obstacles and carry out its implementation efficiently.
In addition, we identified a list of trusted suppliers and held the two scheduled annual meetings with the aim of following up on the business relationship between MLO and these suppliers.
We also implemented a new supplier approval procedure that strengthens our social and sustainability commitment.

CHALLENGES FOR THE FUTURE

Develop the supplier portal designed during this period, ensuring its effectiveness and ease of use to strengthen relationships with our suppliers. This means improving communication and document management and streamlining approval and assessment processes.
Establish ESG clauses that must be included in contracts with our suppliers.