RATP works with customers, suppliers and employees on a broad range of projects across four continents. This global footprint has led to a real need to develop RATP employees’ international competency – in particular, language skills – not only to work with each other but also with customers and other stakeholders.

RATP

RATP Group is the world’s fifth-largest provider of public transport. Operating in 14 countries, the Group provides public transportation in every form, from buses and trams to underground and overground rail. In Île-de-France, France’s largest region with Paris at its heart, RATP operates, maintains, upgrades and develops one of the world’s most complex networks. Each day, more than 14 million people around the world rely on RATP for public transport.

Following a competitive tender process, France’s leading public transport provider selected Communicaid in 2013 as its language training partner. Since then, Communicaid has been responsible for training more than 800 employees from across the Group’s 20 departments.

Employee Objectives

• Work and communicate effectively with colleagues, customers and subcontractors worldwide
• Ensure that the RATP organisational culture is replicated in each location and each language
• Increase ability to use specialist technical vocabulary in the target language
• Be able to express themselves clearly and unambiguously
• Communicate effectively by telephone and email

Training Partner Objectives

• Provide flexible and innovative solutions to RATP’s current and future training requirements
• Act as a trusted training partner, proactively providing advice and services to meet RATP’s needs
• Tailor training to the overall objectives of each individual and the challenges each delegate faces in learning a language
• Implement training programmes that reflect RATP’s values: people, servingthe public interest, respect, professionalism for the benefit of the customer, rising to challenges and openness

Challenges

• Successfully manage a large-scale language training contract
• Build robust and long-lasting relationships across the entire RATP Group
• Provide real-time data to enable RATP to measure the return on its investment
• Carry out training sessions throughout the Île-de-France region
• Develop RATP employees’ international capacity not only in English but also in key languages needed in other markets, such as Portuguese, German and Arabic
• Provide in-country immersion training for strategic employees pre-departure to English-speaking countries
• Be a genuine training partner and advisor and offer best language training sector practices

Solutions

RATP is a dynamic and fast-moving business. Communicaid, therefore, had to be both proactive and creative with the solutions we proposed:

• Communicaid provides RATP with language training in all languages required by the Group. The scope of languages offered includes English, Arabic, Brazilian Portuguese, French, German, Italian and Thai.
• Delivery of a range of advanced language courses for RATP senior management, which are supplemented by training on presentation skills, accent reduction and public speaking.
• Setting up English immersion training in London ahead of international assignments for management staff in the Project Management (MOP) and Social Management and Innovation (GIS) departments
• Creation of language workshops for RATP Customer Services
• Organising eLearning and virtual learning, where these were the most appropriate formats
• Organising intensive training courses for individuals and groups
• Implementing telephone-based training

Results

• Over 800 staff members trained to-date
• Efficient contract delivery and return on investment for RATP
• Increased knowledge of English and other local languages has enabled RATP to export its expertise worldwide
• Strong partnership between RATP and Communicaid
• More effective global workers
• Annual meeting between RATP Human Resources Service Centre and Communicaid highlights the consistently high quality of services delivered regarding evaluation, implementation, monitoring procedures and overall outcomes

Client Feedback

“Communicaid was able to meet RATP’s expectations and help the Group develop and use the international skills of its staff. Communicaid has become a genuine partner for us, able to design effective training programmes that invariably respond to RATP’s needs and requirements.” Sylvie Quinot, Head of Training, Social Management and Innovation Department, RATP