Annual & Sustainability Report 2017

MESSAGES ABOUT THE REPORT 34 THE CCR GROUP STRATEGY AND OPPORTUNITIES BUSINESS MODEL SERVICES TOLL ROADS URBAN MOBILITY AIRPORTS OUTLOOK Quality of service The work of CCR Group in the area of urban mobility contributes to the improvement of traffic fluidity and transportation in large town or city centers, offering users both comfort and modernity. To provide the service with quality and innovation, investments are prioritized and allocated according to the needs and demands of each city. ViaQuatro, a CCR Group unit that operates Line 4 - Yellow of the São Paulo subway network, implemented a system that provides users with real-time information on train car occupancy. The information is transmitted to colored schematic panels installed in all the stations, enabling people to enter the emptier cars and thus embark more quickly and comfortably. The ViaQuatro project won the Best Practices of Promotion and Communication in Urban Mobility award granted by Union Internationale des Transports Publics (UITP), in 2017. The award was received in the city of Montreal, Canada. In Salvador, CCR Metrô Bahia completed three years of operation of the mobility concession in 2017. The project in the capital city of Bahia includes the construction of new stations, besides the railroad operation. The system, integrated all the way to the airport, has helped reduce the travel time of the local population, with more speed and comfort on trips. Last year the CCR Group unit received an honorable mention in the Ouvidorias Brasil 2017 award, granted by Associação Brasileira das Relações Empresa-Cliente (Brazilian Association of Customer Relations - Abrarec). One of the initiatives developed by CCR Metrô Bahia to increase users' satisfaction with the service provided is Ouvidoria Itinerante (Touring Ombudsman Department), which provides on-site services at the stations. In Rio de Janeiro, CCR Group is one of the shareholders of VLT Carioca, a transportation mode inaugurated in 2016 and that connects the harbor area with the financial center and Santos Dummont Airport, in the state capital. Innovative right from the start, last year VLT Carioca reached the milestone of 15 million passengers transported. Decommissioning of CCR Barcas CCR Group took on the Rio de Janeiro state ferry boat concession in 2012 and since then, CCR Barcas has invested R$ 933 thousand in the adaptation of embarkation points, equipment improvements and adaptations to increase user comfort. The installation of air conditioning equipment, the renovation of vessels and the purchase of other new ones, the expansion of the embarkation areas and other improvements have led to an 80% decrease in the number of complaints. In 2017, due to imbalances in the agreement signed, a request was made to the grantor authority to return the concession, which will be transferred to another company, through a new bidding process. The decommissioning process of CCR Barcas has been implemented with maximum transparency for employees and users. CCR Group has followed the schedule established in the project and expects the entire process to be completed in 2018. CCR Barcas AGUIA Annual & Sustainability Report 2017 • CCR Group

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