Sustainable growth through customer relationships

Our strategy is ambitious: it is a customer-oriented plan for sustainable growth and economic recovery. The emission targets set out in the strategy contribute to achieving the climate goals of our member municipalities.

Values guide our operations

Values guide our choices when we work towards our ambitious goals.

We are trustworthy

We innovate boldly

We succeed together

Vision and role: HSL in 2030

We provide attractive and efficient public transport and promote the vitality and growth of the region. We want to be an attractive and competent partner for actors in the field.

We are a leader,

facilitator and

a partner.

Our strategic objectives 2025

We have four strategic objectives that emphasize economic recovery, customers’ return to public transport and reduction of emissions:

Towards zero-emission public transport
Record high use of public transport
Cost-effective public transport
Balanced economy

Success underpinned by customer insight, smooth travel chains and knowledge-based management

There are three strategic success factors that contribute to our progress and success.

Growth through customer insight

We seek to increase the number of satisfied and loyal customers by providing attractive services tailored to our customers’ needs.

Mobility needs have changed and continue to change. Working and mobility are undergoing a profound transformation and the pandemic has made it more difficult to predict changes. The importance of customer insight is even greater as we seek to increase sales and the use of public transport.
We see attractive services tailored to customers’ needs as a prerequisite for an increase in customer numbers and ticket revenue. We make customer experience and customer relationship management an integral part of all our operations. Increasing customer insight increases revenue and improves cost-efficiency.

Smooth travel chains

Together with our partners, we ensure seamless and sustainable mobility for our customers.

The smoothness of travel and travel chains play an increasingly important role in defining good customer experience and the competitiveness of public transport. Travel chains must be not only seamless but also sustainable. We contribute to the sustainability of travel, for example, by electrifying public transport.
Our goal is to improve customer satisfaction with the smoothness of travel. Successful travel chains are the result of cooperation of various parties. Seamless travel chains make public transport more attractive and increase both the use of public transport and ticket revenue. Cooperation with our partners enables economic efficiency.

Data and competence

We utilize timely, high-quality data and our expertise to increase our customer value and productivity.

Knowledge-based management and the importance of analytics in the planning of operations have become a key competition factor. We develop our ability to generate and use data. Through data and analytics, we create added value for our customers and stakeholders.
Extensive development of the transport system as part of the changing society as well as balancing customer needs and urban development require comprehensive data and competence. We can improve cost-efficiency and productivity by utilizing data, automation and artificial intelligence in developing public transport.
Achieving our goals requires a high level of expertise in strategically critical areas of expertise. Our goal is to be the best expert in our field.