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FILIVAL: A SERVICE MUCH AWAITED BY HANDICAPED PEOPLE

In 2003, the Val-de-Marne general council (in the Ile-de-France region) launched a bid for offers to develop and operate its service for disabled people, Serval. FlexCité, an RATP Développement subsidiary won the offer in 2004 and created the company FlexCité 94 to manage Filival, the new service it created. Filival ensures door-to-door travel on request for handicapped people.

A transport service on request...

FlexCité 94 has operated Filival for the Val-de-Marne general council since the 1st of January 2005. The public service delegation contract was signed for 6 years. Filival was launched on the 25th of April 2005 and is supported by the general council, regional council and the Ile-de-France transport union (Syndicat des transports d’Ile-de-France - STIF).

Filival has a double aim:
- to ensure perfect continuity of the service for the 400 users of the previous service,
- to set up a service radically different from the previous one: Filival is open everyday from 6 a.m. to midnight with a new identity and the duty to achieve certain given results.

For instance, no refusal is tolerated for work-related trips and only 5% refusals are accepted for any other type of trip. Most important for the general council, and therefore for FlexCité 94, is to give disabled people the freedom to move around and to favor their integration.

... adapted to its users

The user can book his or her trip from three weeks to one hour before departure, between 7 a.m. and 8 p.m. every day. The intervention perimeter includes the entire Ile-de-France region and the passenger may choose to be accompanied by one (mobile) person. Once registered, each client benefits from personalized service and follow-up thanks to a customer file management system set up by Filival.

The staff is trained to accompany disabled people by the GIHP (Groupement pour l’insertion des personnes handicapées physiques - Groupe for the integration of physically handicapped people). In accordance with Filival’s aim to provide individual service, the staff is able to inform and direct users according to their needs. Filival also has a variety of specific vehicles adapted to the users’ various needs.

Another considerable advantage: the user can cancel his or her trip up to four hours before departure time, without being penalized.

Immediate success

Filival was immediately successful. During 2005 the company recruited staff (it doubled in one year) and increased the amount of vehicles (from 17 to 30 vehicles). The subscriptions rose from 400 to 1 600 users in one year.

Location: Val-de-Marne / France
Client: Val-de-Marne general council
Name of the structure: Filival
Nature of the project: Operation of a transport on request service for disabled people