Portfolio A network of transport solutions

As ’s premier multi-modal land transport provider, we offer a range of transport options designed to suit the diverse needs of commuters. From modes of public transport such as MRT trains, buses and taxis, to private car services and premium bus transportation services, we connect people to the places they want to go. 137.3km total route length of the North-South and East-West Lines and Circle Line

365m passenger journeys on our buses annually

>3,000 taxis in the SMRT Taxis fleet, including the largest number of environmentally-friendly hybrid taxis in Singapore

Service Ambassador Wee Kwee Wan serves a commuter at the open concept passenger services counter at Integrated Transport Hub (BPITH). SMRT Buses’ first integrated transport hub, BPITH incorporates an air-conditioned bus interchange with the Bukit Panjang MRT and LRT stations for seamless connectivity. SMRT Corporation Ltd Group Review 2017

Mobility at your service

Our renewed system, with a comprehensive preventive and predictive maintenance regime in place, will mean higher system resilience, and even better train reliability and availability.

Increasing Capacity Keppel, Cantonment and Prince Edward Stations will close the loop for the CCL when completed in 2025. This will enhance CCL’s role as an orbital line, with a total of 33 stations, including 12 interchange stations, while strengthening the train network’s resilience. Our efforts to SMRT Trains will be expanded improve the journey As Singapore’s first mass rapid and integrated to house 133 trains, for train commuters transit operator, SMRT Trains runs up from 70, and 550 buses by 2024. the North-South and East-West Lines It is the first in the world to integrate by enhancing rail (NSEWL), Circle Line (CCL) and the three train depots and one bus depot. operations, maintenance Bukit Panjang Transit (BPLRT). Driven by our strategic Significant Moments and engineering are priorities, we align our activities We began operating the Tuas West seeing steady results. towards building on our strengths Extension from June 2017. The 7.5km and capabilities to enable growth We strive to be a safe, extension improves MRT connectivity and sustainable value. reliable and responsible in the Tuas area. operator, committed Improving Reliability We were awarded the Thomson- to building trust and Our efforts in renewing the NSEWL East Coast Line (TEL) contract to – Singapore’s oldest, longest and most operate and maintain the line in bringing on smiles heavily-used MRT lines – alongside the stages from 2019 for an initial every day in all who push to raise reliability on the CCL and nine-year period. The TEL will add 43km and 31 new stations to the journey with us. BPLRT – are well on track. Our goal is an updated and renewed railway system existing rail network, with seven Lee Ling Wee interchange stations linking the TEL Chief Executive Officer, SMRT Trains that will allow us to run more trains, carry more passengers and offer to all five existing MRT lines. faster connections. Commuters can SMRT Corporation Ltd and Prasarana look forward to better rail reliability, Malaysia Bhd, Malaysia’s leading smoother and faster rides and a public transportation provider, signed quieter environment. a Memorandum of Understanding To reduce waiting time, we deployed to form the Johor Bahru-Singapore more trains during pre-peak and System Link (RTS Link) peak periods. New trains are being operating company, to design, added progressively to the NSEWL, build, finance, operate, maintain CCL and BPLRT, allowing older trains and renew the RTS Link operating to undergo critical maintenance. assets. The RTS Link will help to meet growing transportation needs On the NSEWL, we completed the and improve productivity between replacement of about 200km of the Singapore and Johor Bahru. power rail, which powers the trains, to better cope with more trains and Looking Ahead the new systems on which they run. In 2018, we will continue to Our first and second generation enhance reliability with our train fleets, which have been in service multi-project efforts to renew and CLICK HERE for more than 20 years, have been upgrade the NSEWL. We will also FOR SMRT TRAINS OPERATIONS REVIEW progressively upgraded, for safer, further enhance safety through more reliable journeys. a comprehensive review of work safety processes and procedures.

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Portfolio: A network of transport solutions

heavily to develop them throughout their careers with us, so as to build a competent, committed and professional workforce. We also place emphasis on our employees’ health and welfare. In recognition of our contributions to the labour movement and furthering the interests of our workforce, we were presented with two awards at the May Day Awards 2017.

Leveraging Technology Technology and Innovation are We aspire to SMRT Buses our key enablers to achieve service excellence. We proactively leverage be the best SMRT Buses serves more than technologies that enable and bus operator in 1 million passenger journeys daily. drive strategic, industry-leading We have a fleet size of more than innovations in training, customer Singapore and 1,450 buses and 3,300 employees. service and bus operations. A mobile an international We operate three bus packages application was introduced for our transport solutions under the Bus Contracting Model, Bus Captains to keep track of their consisting of 99 bus services, work schedules, monitor driving provider in three bus depots and five bus performance and carry out smart cities. interchanges. administrative tasks. Tan Kian Heong A Culture of Service Excellence Our Singapore Bus Training Managing Director, SMRT Buses and Evaluation Centre provides & Roads Services SMRT Buses successfully completed training to our bus professionals. our first year under the Bus We have also achieved full operational Contracting Model, achieving capability for PROLEARN, which good results in operational employs big data analytics and performance, as assessed by evidence-based training customised the ’s to individual driver needs. We Bus Service Reliability Framework. were awarded the Certification The customer is at the heart of Recognition in the Operational of what we do. We go to great and Technological Excellence for lengths to build a culture of our PROLEARN innovation at the service excellence that focuses UITP Awards 2017. on understanding our customers and offering best-in-class service Our Priorities across all customer touchpoints. We strive to deliver the best We value our commuters and bus service to our commuters constantly seek ways to enhance and achieve the highest standards the travel experience. In the of safety and reliability for our Customer Satisfaction Index of operations. We are fully committed Singapore published in 2017, we to develop our workforce by achieved progressive improvements enabling their skills mastery yearly and consistently outperformed and upgrading their technical our competitor in the last four years. competency. We are continuously Our first integrated transport hub at embracing technology and building Bukit Panjang opened with thoughtful new competencies to stay relevant features and technological innovations and remain competitive. We aspire for commuters and our workforce. to grow our local market share and establish a global footprint as an Our People international transport solutions provider. Our people are our key differentiator. We value our employees and invest

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Mobility at your service

environmentally sustainable options, passengers enjoy newer and greener vehicles like the fourth generation Toyota Prius Hybrid, which boosts fuel efficiency and has a smaller carbon footprint. In 2017, we further strengthened our position as the largest hybrid taxi operator in Singapore. Our taxi partners take pride in delivering high-quality rides. 109 taxi partners received Excellent Service Awards for 2017 and another eight were winners at the National Kindness Award – Transport Gold 2016. Customer satisfaction increased for In a time of rapid SMRT Taxis our taxi services compared to the year before. We scored 71.8 points, changes, technology SMRT Taxis continues to enhance an increase of 2.4% over the passengers’ travel experience, raise advances and disruptive previous year, in the 2017 Customer customer service standards, and Satisfaction Index of Singapore. innovation for the industry, innovate with technology in order SMRT Taxis pushes on for to adapt to the highly dynamic Working with the Community market conditions. transformative growth We support meaningful community and improvements. We Building Strong Partnerships initiatives with Temasek Foundation Cares, such as the Automated Supporting Singapore’s push will continue to invest External Defribillator (AED) on towards a cashless society, SMRT Wheels Programme. With 100 in technologies to better Taxis collaborated with MasterCard taxis installed with AEDs, in 2017, our service offerings to lower cashless transaction costs. our drivers successfully responded Our taxis are now equipped with for both partners and to 47 activations. contactless payment terminals. passengers. We remain In March 2017, we sponsored taxi We strengthened our collaboration rides for one of our adopted charities, committed to forming with Grab to build the largest and Home Nursing Foundation, bringing strategic business most advanced taxi and private-hire patients to and from their homes car fleet in Singapore. The partnership partnerships to ensure and a Patients’ Outing Event. enables all SMRT Taxis’ drivers to use long-term sustainability. Grab for taxi bookings and dynamic The Road Ahead Tony Heng fixed fares. Managing Director, SMRT Taxis & We constantly review our business Private Hire Services At SMRT Taxis, we refer to drivers structure and processes to optimise who work with us as “taxi partners”, our resources to cope with market reflecting their value to our organisation. shifts, and closely monitor for To suit the different needs of our new regulations. taxi partners, we introduced a flexible We continue to build close hourly rental scheme, Taxi Share. relationships with our partners, We have more than 600 taxis at encouraging and rewarding quality over 250 carparks, providing 24-hour services and continuous improvement. access. This scheme has seen an We will invest in technologies to increase in taxi availability on the further improve service offerings for road to keep up with demand. our taxi partners and passengers. We opened our first Driver Career As our fleet is expected to grow, Centre, providing a one-stop service we will further develop our fleet to help potential drivers identify managing capabilities and system their best career path with SMRT enhancements to achieve efficient, Taxis, through driver profiling and cost-effective ways to manage a in-house consultations. larger fleet. We will also continue As part of our drive to offer to reach out to potential business stellar customer experience and partners to form strategic alliances.

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Portfolio: A network of transport solutions

Our bus fleet optimisation is achieved by leveraging on a mixed- fleet strategy of leased and owned buses. We work closely with suppliers to ensure service level requirements are maintained. We have established channels of communication between clients and our operations team so that feedback can be promptly investigated and addressed.

Venturing Abroad The joint venture (JV) in Yangon, SMRT Strides Toyotsu Alliance, is SMRT’s Strides Strides Transportation Strides’ first overseas establishment. The JV seeks to offer limousine and Transportation With the merger of Bus-Plus, Strides car rental services in Myanmar after gives our customers Transportation offers our customers its successful incorporation. The a whole fleet ranging from luxury limousine service will serve the need an entire fleet of limousine and spacious private car for premium transit opportunities luxury and spacious services to premium bus transportation, such as pickups at airports and private cars. In at their call. Our customers have hotels as well as alternate transport more options to plan their travel in options for business or high-end addition to filling Singapore in comfort and style. travellers. With our SMRT Strides branding, Yangon’s travellers can the rising demand Satisfying Journeys for on-demand look forward to safe and reliable Strides Transportation meets transport service. point-to-point the desires of those who prefer transport services, point-to-point transportation service The Road Ahead on demand. Our round-the-clock Strides will support We offer end-to-end services operations staff offer customisation from consultancy to service our taxi partners and expert advice to ensure our delivery with a view to helping with greater flexibility clients have a seamless and satisfying reduce transportation cost. journey. Whether it is providing We will keep improving business in managing their time, airport transportation, corporate profitability through cost reduction, with more driving limousine service rides or point-to- by developing our core competency point transfers, Strides always career options. of driver and vehicle management ensures journeys are safe, reliable with the use of technology and Tony Heng and comfortable. M a n a g i n g D i r e c t o r , S M R T T a x i s data analytics. & Private Hire Services To provide new and innovative Our Strides bus services will transport solutions for passengers continue to uphold our leadership and support Singapore’s Smart position in the healthcare segment, Nation vision, we became one of leveraging on innovative technology. the key partners behind Beeline, We will continue to grow by exploring operating over 20 bus routes on other viable markets such as the mobile application. condominiums and shopping Service reliability is our top priority. malls transportation routes. Our limousines and sedans are Strides Transportation will leased and maintained regularly continue to reach out to potential by reputable business partners business partners to form strategic to ensure that each vehicle is alliances as well as evolve more in optimum driving condition technology-driven processes. at all times. Keeping up-to-date with the changing needs of our customers is the key to the customer-service driven future.

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Mobility at your service

Commuter Touchpoints

We constantly strive to achieve higher standards of service excellence. We have rolled out new customer service initiatives for SMRT Trains and SMRT Buses in 2017, offering a better commuter experience to those travelling with us.

At Your Fingertips In our MRT Stations

Charging kiosks for quick Digital signage quickly SMRTConnect 3.0, our charging of devices on-the-go disseminates information on delays multi-modal journey planning app offering real-time information, has been enhanced with an improved user interface, more accurate train arrival timings, crowd indicator at stations, iStand consolidates and QR codes allow easy access and bus arrival timings for categorises in-station signages to information on alternative all bus operators – providing so commuters can easily access travel options ‘mobility at your service’ updated information to our commuters. Further enhancements will be rolled out in two phases in 2018. At Bukit Panjang Integrated Transport Hub (BPITH)

WeCare Shop loans Nursing room affords umbrellas and portable chargers convenience for commuters to commuters with infants

Open-concept Passenger Features for the visually Services Counter fosters impaired such as ground more positive interaction between tactile and braille plates at service staff and commuters queuing berths and in lifts

Interactive information Wheelchair Accessible kiosks allow commuters to plan Bus services are available trips point to point

120 bicycle racks installed at Video walls add vibrancy BPITH facilitate first- and last-mile to BPITH connectivity

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Portfolio: A network of transport solutions

We expect to recruit and train 600 more staff before the first TEL stations open, with about 900 more by the time the TEL is fully open in 2024.

Legend: North-South Line East-West Line Circle Line Thomson-East Coast Line Bukit Panjang LRT

* Not drawn to scale

On 15 September 2017, SMRT Trains was Thomson-East awarded the Land Transport Authority (LTA) contract to operate and maintain the Thomson-East Coast Line (TEL) from 2019 Coast Line for an initial nine-year period. When fully operational in 2024, the TEL will grow SMRT’s rail network by a third. We expect to recruit and train 600 more staff before the first TEL stations open, with about 900 more by the time the TEL is fully open. Strategic Thrusts We will continue to push ahead with our multi-year projects to renew the North-South and East-West Lines. We remain committed to raising and sustaining reliability, availability, maintainability, safety and security (RAMSS) across our MRT network as it expands.

Our Strategic Thrusts: See page 14

35 Portfolio Enhancing the travel experience

We enhance our commuters’ travel experience with lifestyle conveniences on the go. Innovative media and retail concepts create choice, excitement and vibrancy in the SMRT network. With Singapore’s largest and most connected media and retail network, we reach millions of customers and commuters daily with impactful advertisements, spaces and activations islandwide. >860 retail units within the SMRT network of MRT stations and bus interchanges

2,200 billboards in our network

97% network occupancy rate for transit-oriented rental

At Lakeside MRT station, busy commuters can enjoy hot meals from Chef-in-Box, SMRT’s first vending machine concept shop. SMRT Corporation Ltd Group Review 2017

Mobility at your service

We continue to partner Citibank Singapore as our presenting bank. SMRT and Citibank launched a new enhanced card value proposition with improved benefits for cardmembers. Citibank SMRT Visa cardmembers can now enjoy promotions and redemptions in new categories – fast food, movies and online – on top of current categories such as groceries, coffee, health and beauty, bill payment and retail. New merchants such as McDonald’s and Golden Village were also brought on board, in addition to existing merchants like FairPrice We will pursue SMRT Commercial: Xtra, Starbucks and Popular. Lifestyle Business opportunities and Our Digital Offerings SMRT Commercial contributes drive growth in WINK+ rewards commuters with to SMRT Corporation’s non-fare redemptions at retailers and non-fare rental revenue and profit through merchants when they travel and advertising our businesses in media and with SMRT. Currently, WINK+ has marketing, as well as properties through innovations, 57 merchants on-board, including and retail management. technological Miniso, House of Seafood, and Partnering for Success Paul Bakery as well as our online developments e-commerce platform iMOB Shop. SMRT Commercial actively develops and strategic SMRT Commercial will continue to partnerships across our businesses grow WINK+ and introduce new and partnerships. to bring value to our customers exciting retailers and merchants. This fortifies our and partners. For the first time, retailers as well as Our joint venture SMRT Alpha position as we out-of-home and digital advertisers Pte Ltd, leases and operates key build upon our in the SMRT network can integrate commercial areas in the Singapore their offline and online campaigns achievements while Sports Hub precinct, including with real-time tracking of eyeballs, 40,000sqm of retail and food areas creating value for conversions, other key metrics at Kallang Wave Mall, Singapore and analytics. WINK+ also entered customers and Indoor Stadium and Water into a two-year partnership with Sports Centre. partners alike. Nielsen Singapore to offer marketers Dawn Low survey packages that measure Managing Director, SMRT Commercial Our partnerships with The Walt Disney Company () campaign effectiveness. The WINK+ and United International Pictures CRM platform will be used to gather across our transport, retail and consumer response, while Nielsen digital networks led to promotions Singapore will lend creditability for movies like Beauty and the Beast, to survey findings through analytics. Transformers: The Last Knight and Our e-commerce platform, iMOB Star Wars: The Last Jedi, engaging Shop, provides an online shopping consumers throughout the year. experience for commuters, while integrating digital advertising and merchant listing services.

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Portfolio: Enhancing the travel experience

Shoppers can delight in exclusive A List Singapore, Singapore’s first deals and seasonal promotions multi-platform arts and culture across various product categories. guide, which includes comprehensive With the Citibank SMRT Visa card as event listings and must-read articles official card partner, special deals covering the various arts, culture and and privileges are extended to lifestyle news and events. In 2017, cardmembers on iMOB Shop. NAC renewed XCO’s services for another year. Advertising and Marketing Solutions We will continue to focus on growing our inventory of advertising The X Collective (XCO), a wholly assets to offer multi-channel owned subsidiary of SMRT solutions and add value for Commercial, develops impactful our clients. platforms, powerful ideas and a social currency that creates Driving Business Growth authentic connections with its In the year ahead, we will leverage audiences. During the year, new technological developments XCO was appointed to market to drive growth for our non-fare advertising spaces at The Sail @ retail and media businesses, and Marina Bay, a waterfront lifestyle continue to grow our partnerships condominium located in the heart and collaborations. We are focused of Singapore’s Financial District. on enhancing brand variety and XCO also manages content offerings as we drive growth across creation, editorial and publishing, our business lines. and marketing services for the National Arts Council’s (NAC)

WINK+ rewards commuters with redemptions at retailers and merchants when they travel with SMRT.

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Mobility at your service

Singapore Environment Council (SEC). The SEC has now certified more than 100 of our tenants across our network. We continue to promote sustainability by encouraging new tenants to be Project: Eco-Shop certified. In 2017, we transformed Tanjong Pagar Xchange to enhance commuter experience by adding six new shops, refreshing the directional and tenant signage, and installing energy-saving LED light fittings. In the coming financial year, we will also carry out similar upgrading works at and Orchard stations, and install interactive We are committed SMRT Commercial: directory displays at our Xchanges. to enhancing Transit-Oriented Rental Our Advertising Network and Media the commuter SMRT Commercial manages Singapore’s experience by SMRT Commercial manages the retail largest advertising network of out-of- and advertising spaces within the SMRT home platforms and digital screens offering lifestyle network of MRT stations and bus across the public transport network, conveniences on interchanges, as well as our trains, buses reaching millions daily through our and taxis. Our retail spaces provide interactive, multi-channel platforms. the go and creating commuters with a wide range of We are continually moving towards convenient shopping and dining options vibrancy with more sustainable production practices, as they travel, while our advertising innovative media using eco-friendly out-of-home advertising spaces add vibrancy to the network. and retail concepts papers and ink for our advertising assets. in the SMRT network. Brightening Journeys During the year, we worked closely with government agencies and statutory We will also continue SMRT Commercial manages over 860 retail units and achieved 97% occupancy boards to create impactful, multi-platform to promote and in 2017. We constantly enhance advertising island-wide campaigns, for support public our Xchanges, MRT stations and bus key national events such as NS50 and National Day Parade 2017. transport and interchanges to cater to consumers in and around our transport network. We actively supported public transport public education The Shop & Dine @ SMRT programme campaigns, community, environment, initiatives through continues to reward the community sporting and arts events, such as and customers with attractive deals. partnerships and National Council of Social Services’ We introduced JR Group’s Chef-in- President’s Challenge and Land Transport community campaigns. Box at Ang Mo Kio and Lakeside Authority’s Graciousness Campaign. Dawn Low stations – our network’s first vending Managing Director, SMRT Commercial We continued to back the media machine concept shops. This novel and advertising industries, and local concept addresses a key manpower talents, by sponsoring trade events challenge in the F&B industry, and we and awards. encourage more of such innovative business formats and technology. Improving Our Offerings This was followed closely by two In the year ahead, we will continue vending machine concept stores at to add vibrancy to our train and Bukit Panjang Integrated Transport Hub bus networks by bringing in more (BPITH), our first integrated transport new-to-market lifestyle convenience hub. SMRT’s first Vendshop houses brands. We will encourage our machines that boast a variety of tenants to adopt innovative snacks, drinks and desserts. We also business formats and technology. project-managed the interior design We will continue to support public of BPITH, with a nature-inspired theme. transport and public education Project: Eco-Shop is a green initiative initiatives through partnerships by SMRT Corporation Ltd and the and community campaigns.

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Portfolio: Enhancing the travel experience

XCO’s OptiMax trucks offer brand owners a 3D advertising experience and a travelling activation space, a fresh way to connect with consumers in today’s busy world.

Leveraging the wide reach and innovative OptiMax Activation approach of XCO, new mobile telco Circles.Life launched their brand campaign with a cross-platform media buy. The for Brand Campaign campaign comprised advertisements in our train stations and buses, as well as the activation of our OptiMax trucks to target millennial consumers at Century Square, Raffles City, Safra and i12 Katong. The trucks also plied residential and downtown areas around the island, reaching everyone from families to professionals. XCO’s OptiMax trucks offer brand owners Strategic Thrusts a 3D advertising experience and a travelling activation space, a fresh way to connect with consumers in today’s busy world.

Our Strategic Thrusts: See page 14

41 Portfolio Expanding our technical capability

SMRT’s engineering capabilities have grown significantly over the years. As Singapore’s rail network expands in size and complexity, we invest in our engineers to deepen our in-house engineering expertise as well as system- wide knowledge of all aspects of rail engineering. With strengthened technical capabilities and our focus on maintenance as a core competency, we are well positioned to expand our contributions to rail reliability locally and overseas.

An SMRT Automotive Services technician carries out maintenance work on an SMRT bus at SMRT Woodlands Bus Depot. 500 rail engineers in SMRT, with plans to grow by 40% more rail engineers by 2020

>6,400 vehicles maintained in-house

55% market share in fleet maintenance services in the Government-owned, non-military segment SMRT Corporation Ltd Group Review 2017

Mobility at your service

In fleet maintenance, we are the current market leader in the Government-owned, non-military segment with a market share of 55%. We are an authorised service agent for vehicle air-conditioning system by Denso, the only public transport operator maintenance provider in the world to have obtained this status. We are also the authorised service agent for the Masats door system, which is fitted onto all MAN buses. We currently operate two one-stop service centres, offering services such as car servicing, repair, We constantly seek SMRT Automotive spray painting, car grooming, opportunities for Services accident reporting and accident claim for private vehicle owners. SMRT Automotive Services growth, taking bold Presently, we are the authorised provides comprehensive repair workshop for vehicle accident steps in harvesting and maintenance services to SMRT repair and motor claims for seven Buses and SMRT Taxis as well as the latest technology insurance companies. and knowledge to external fleet owners. Currently, we maintain a total of more than Developing Our Competency shape the future 6,400 vehicles comprising public Competency development is our buses, taxis, two wheelers, lorries, mobility landscape. impetus to encourage continuous vans, cars and specialised vehicles. Tan Kian Heong skills upgrading. We have been Managing Director, SMRT Buses In addition to these services, we working closely with the Institute of & Roads Services provide accident repair, vehicle Technical Education (ITE) and vehicle grooming, vehicle component manufacturers to keep reviewing overhaul, vehicle system upgrading, and improving our technical training accident claims management and syllabus. SMRT Automotive Services new vehicle commissioning. has obtained an Approved Training Business Focus Centre status from ITE for Automotive Technology (Heavy Vehicles) since As part of our commitment to 1999. Thus far, we have trained 76 be the trusted road partner, apprentices, who have successfully we continually support and improve completed their National Institute the competitive advantages of our of Technical Education Certificate internal and external customers courses. In 2017, one of our through safe and reliable vehicle apprentices won the Lee Kuan Yew maintenance with reduced downtime. Model Student/ Trainee award. We continuously review and introduce more predictive parts Opportunities for Growth replacement to strengthen vehicle We continue to grow by seeking reliability. As such, SMRT Buses opportunities to secure more fleet and SMRT Taxis consistently exceed maintenance contracts as well as the Land Transport Authority’s agency status for more automotive vehicle reliability standards. products. We are also working For our external business, we focus with more insurance companies on fleet maintenance, agency, and to obtain the authorised workshop one-stop service. status and increase the market share in this segment.

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Portfolio: Expanding our technical capability

A C651 train undergoing refurbishment The interior of a refurbished C651 train

Singapore Rail Singapore Rail Engineering first two trains and completed static, dynamic and mainline tests. The last Engineering was Singapore Rail Engineering (SRE) was train will be delivered by mid-2019. set up to grow an incorporated in 2014 under SMRT Corporation Ltd to provide rail Through midlife refurbishment indigenous rail engineering services and transport projects, SRE aims to attract passionate engineering capability solutions to rail operators, maintainers engineers by offering design and build and asset owners. Leveraging on SMRT’s opportunities. Over the past two years, in Singapore, in 30 years of expertise and experience, we have noticed that an engineer’s order to deepen our we are growing rail engineering passion is unleashed when he or she knowledge, expertise capabilities that will contribute towards is allowed to build what they have improving the reliability and availability designed. Through SRE, SMRT will be able and contribution of trains. We are committed to developing to present itself as an employer offering to rail reliability. our portfolio of rail engineering as well rolling stock projects encompassing the spectrums of design, build, operate and We actively pursue as Maintenance, Repair and Overhaul (MRO) services, for the long-term maintain to prospective engineers. growth opportunities sustainability of our business. Joint Ventures that will add to Building on Our Capabilities Railise Pte. Ltd., a joint venture between our portfolio of rail As Singapore’s rail transport system SRE and Toshiba Corporation, has exclusive engineering as well expands in size and complexity, we global rights (excluding Japan) to deliver as maintenance, foresee opportunities for SRE to deepen and integrate Toshiba’s Permanent our engineering capabilities. We have Magnet Synchronous Motor (PMSM) repair and identified three business opportunity propulsion system. This system is more overhaul services. areas: executing heavy rolling stock energy efficient and less costly to Mario Favaits upgrade programmes; undertaking rolling maintain. Two KHI C151 trains equipped Managing Director, Singapore Rail stock component MRO; and providing with this system have demonstrated Engineering Reliability-Centred Maintenance energy savings of close to 40%. solutions, including data analytics. Faiveley Rail Engineering Singapore Pte. Ltd. These are adjacent capabilities built (FRES) was established in June 2015 as within SMRT that would be critical in a joint venture company between SRE strengthening our Operations and and Faiveley Transport SA. FRES markets Maintenance processes. and supplies MRO services for rolling In 2015, we commenced the midlife stock components in South East Asia refurbishment of SMRT Trains’ (excluding Thailand). second-generation Siemens C651 fleet. Driving Future Growth This project, involving 19 trains, is one of the most complex and extensive rolling SRE will focus on delivering on our stock upgrade projects in the market. commitments to complete the It allowed us to set up an organisation, refurbishment of the C651 trains, develop new processes and start our pursue new rolling stock refurbishment Engineering, Procurement and Construction projects and growth opportunities activities. In the past year, we finalised that will add to our portfolio of rail the design, commenced building the engineering and MRO services.

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Mobility at your service

Drawing on SMRT International In 2017, we successfully completed our consultancy contract in Mauritius our multi-modal SMRT International was to advise the Mauritius government transport experience, established to expand SMRT’s in the procurement of their overseas business operations SMRT International first LRT system. Following that, by drawing on our multi-modal SMRT International secured a new continues to make transport experience. consultancy contract to assist the Mauritius government in capacity in-roads in growing Our Consultancy Services building, such as institutional SMRT’s overseas Continuing to spearhead our training, network planning and business operations. expansion of overseas business contract management. operations, we were recently We will focus on appointed Operational Readiness SMRT International was also expanding our consultant for the awarded contracts to provide consultancy services in India. presence in the and Jabodebek LRT projects. A 25km, 13-station line located in Expanding Our Reach Asia Pacific region the city of Palembang in , through our the Palembang LRT is expected In the coming year, the objective of SMRT International is to partnerships and to begin operations in June 2018, two months before the Asian Games. continue to expand our presence consultancy projects. Phase I of Jabodebek LRT comprises in the Asia Pacific region through Goh Eng Kiat three lines with 17 stations and our involvement in existing Managing Director, SMRT International covering a total distance of 43.5km. partnerships and consultancy It will connect the greater projects to expand our stable region and is expected to begin of contacts. operations in 2019.

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Portfolio: Expanding our technical capability

At the heart of this effort is the increased use of condition monitoring devices, simulation tools and data analytics.

Ng Bor Kiat, SMRT Chief Technology Officer and Senior Vice President, Future Systems, and Andy Schofield, University of Birmingham Head of the College of Engineering and Physical Sciences (seated) sign the research agreement.

SMRT Corporation and the University SMRT and University of Birmingham, one of the UK’s top universities for railway science and education, have embarked on four of Birmingham research projects that will enhance Collaborate to the reliability of our train networks. These research projects, focusing on improving the reliability of rail Enhance Rail Reliability infrastructure and power systems, complement the effort by SMRT Trains to work towards a reliability-centric maintenance approach. Engineering staff can intervene proactively to fix Strategic Thrusts faults before they occur. At the heart of this effort is the increased use of condition monitoring devices, simulation tools and data analytics. The pairing of academic know-how with the experience gained by heavy rail engineers will lead to better reliability, availability and safety, and ultimately, a better journey for train commuters. Our Strategic Thrusts: See page 14

47 Portfolio The future of urban mobility

Developing our competencies to be a future-ready business is a key priority supporting SMRT Corporation’s alignment to Singapore’s Smart Nation vision. As the transport landscape continues to transform, we hone our technology advantage in electronics and data analysis to drive integrated urban mobility solutions. With our suite of transport options, we will provide our commuters with the benefit of a smart mobility system that will enable and enrich their day-to-day lives. Asia’s first integrated Mobility-as-a-Service (MaaS) platform, Jalan, launched as a testbed in August 2017

Joint research lab with National Technological University (NTU) and JTC Corporation launched to develop integrated transport solutions

MomentUM, a Corporate Venture and Incubation platform, was incorporated to support technology adoption and innovation needed to achieve our Urban Mobility vision

Using Jalan, an integrated MaaS platform, commuters can hop on e-scooters to ride around the NTU Campus. SMRT Corporation Ltd Group Review 2017

Mobility at your service

We designed, manufactured and implemented the faregates asset replacement work for stations along the North-South and East-West Lines (NSEWL), Bukit Panjang LRT and the North-East Line. We supplied STARiS 2.0 for 12 new trains on the NSEWL as well as designed, supplied and installed the supervisory control system for Canberra MRT station. As the maintenance provider of the Express since June 2009, SMRT Services has consistently delivered high train Formed to expand SMRT Services service availability beyond the prescribed standards. SMRT’s portfolio SMRT Services manages and markets We are also a Facility-Based of rail-related capabilities such as Operations & Maintenance (O&M) of transit Operator (FBO) licensed by the operations and systems, Automatic Fare Collection Infocomm Media Development maintenance systems, the SMRT Active Route Authority to provide fibre optics Map Information System (STARiS), leasing services. Working in services, SMRT Automated Vehicle (AV) and Mobility- partnership with established Services also as-a-Service (MaaS) solutions. We local telcos to widen SMRT’s fibre spearheads new work closely with the authorities network infrastructure, we have and our partners to provide a extended our dark fibre coverage and innovative range of transport-related services reach to Singapore’s data centres, growth paths in in Singapore and the region. commercial buildings and fibre landing sites. Our strong business urban mobility Capabilities and References links with strategic FBO partners and recent contract renewals for Singapore We formed a consortium with with existing customers further Nanyang Technological University, and the region. strengthen our position as an Singapore (NTU) and JTC Corporation Colin Lim industry partner of choice. Managing Director, SMRT Services to test and develop innovative MaaS solutions, seamlessly integrating Venturing Forward multiple transportation modes for better connectivity and accessibility We will continue to focus on deepening by commuters on a digital platform. our knowledge and capability base In August 2017, we launched Asia’s in order to develop a portfolio first integrated MaaS platform, Jalan, of world-class and competitive as a testbed in NTU. rail-related O&M capabilities. Our joint venture company 2getthere We aim to value-add as an integrated Asia Pte. Ltd., with Dutch AV solutions transport solutions provider enabled developer 2getthere, will market, by a digital platform that integrates install, operate and maintain the mobility solutions for clients while GRT systems for customers in continuing to seed AV developments, Singapore and the Asia-Pacific region. in line with Singapore’s Smart Nation We will leverage our strong business and ‘car-lite’ vision. networks to target opportunities in As we continue to provide integrated the region as global demand for AV mobility solutions for our clients, solutions increases. we aim to strengthen our presence regionally as a visionary urban mobility solutions provider.

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Portfolio: The future of urban mobility

Together with Nanyang Technological University (NTU) and JTC Corporation (JTC), SMRT Services is developing innovative solutions to improve commuters’ travel experience.

The ‘Mobility-as-a-Service Lab’ brings together SMRT Services, Nanyang Technological University and JTC Corporation in a joint effort to develop innovative solutions to improve the travel experience.

Together with Nanyang Technological Mobility-as-a-Service University (NTU) and JTC Corporation (JTC), SMRT Services is developing innovative solutions to improve commuters’ travel Lab experience. The ‘Mobility-as-a-Service Lab’, the first of its kind in the region, taps the strengths of each partner to fulfil Singapore’s vision of a car-lite society: NTU’s capabilities in research and development, evaluating engineering trials and data analytics; JTC’s expertise in master planning of industrial parks and developing innovative infrastructures; and SMRT’s experience as a multi-modal transport operator. Strategic Thrusts The lab will seamlessly integrate existing modes of transport with next-generation transport modes, including electric automated vehicles, bike-sharing systems and personal mobility devices such as e-scooters.

Our Strategic Thrusts: See page 14

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Mobility at your service

can enjoy greater convenience with cashless transactions. We launched an integrated MaaS platform, Jalan, as a testbed. Jalan seamlessly integrates multiple modes of transportation, including e-scooters and e-bikes, for better first- and last-mile connectivity.

Drivers of Change SMRT Services has started a new MaaS initiative focused on urban mobility solutions. Through the use of data analytics, the entire transport ecosystem is integrated to enable door-to-door commuting. Our travel planner charts a journey Our Vision for the Future We have equipped our trains with customised to each commuter, condition monitoring tools to enable including the use of Personal Urban mobility is evolving rapidly. us to predict and rectify faults even Mobility Devices and emerging In the near future, we will see a before they occur. We are working technologies such as Autonomous huge boost in connectivity across on further improving rail reliability. Vehicles, and allows booking and our island, while the advancement The SMRT-NTU Smart Urban Rail payment on the same platform. of smart technology such as Corporate Laboratory, launched In September 2017, we incorporated condition monitoring tools and in 2016, focuses on two research MomentUM, a Corporate Venture data analytics will improve the tracks for higher rail reliability: and Incubation platform, to support service quality of transport developing advanced conditioning technology adoption and innovation options, providing commuters monitoring systems to enhance needed to achieve our Urban with ever greater convenience our network’s resiliency and safety, Mobility vision. MomentUM will and accessibility in their journeys. and enhancing the overall integrity act as a catalyst for business and reliability of our rail assets. Seamless Travel Experiences unit and start-up collaboration Key projects in progress include across three focus areas: The rail network has been growing, an automated inspection system Deep Tech & Engineering, most recently with the Tuas Link for train wheel and axle defects, Commuter Experience and expansion enhancing connectivity a vibration sensor for the monitoring Transport Technology. Its in the far west of Singapore. In the of the railway structure, and a new established partnerships with years ahead, the Thomson-East tool to detect defects of the railway global accelerators and investors Coast Line (TEL) is set to expand the electrification system. will broaden the reach and quality network even further and will serve Filling the demand for Mobility-as- of connections to the best in the about 1 million commuters daily start-up ecosystem. by the time it is completed in 2024. a-Service (MaaS), we have been working to improve commuters’ By 2030, eight in 10 households Future-Ready Competencies will have an MRT station within a travel experience, rolling out As we gear up for the opening 10-minute walk. The upcoming new commuter touchpoints of the TEL and the RTS Link, we Johor Bahru-Singapore Rapid Transit in our MRT stations and at Bukit are building up our competencies System Link (RTS Link), slated to Panjang Integrated Transport Hub. to be future-ready, by growing begin passenger service in 2024, Our award-winning multi-modal our technology bench strength will take our rail network across journey planning application, for electronics and data analysis. the border. SMRTConnect 3.0, is undergoing further enhancements and truly We are developing our workforce With trains as a key mode of transport provides ‘mobility at your service’ and equipping them with the in Singapore, we recognise the need to commuters. Our taxis have skills to manage more advanced for ever higher standards of reliability, been equipped with contactless technology. to make trains the transport mode payment terminals, so commuters of choice for commuters.

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People

People inspector force, and a new joint Readiness Inspection (READI) Team, formed in partnership Taking care of with the Land Transport Authority our employees (LTA). READI will be instrumental in driving discipline and quality standards in Rail Maintenance and Engineering and governing the independent and systematic audit and monitoring of maintenance and asset renewal. We have also established organic quality assurance teams within the business units. We continually review our work processes for clarity, accountability in decision-making and adherence to quality standards, and leverage technology to streamline procedures and facilitate command and control.

Nurturing a Future-ready Workforce A professional and proud workforce is vital to SMRT takes a long-term view achieving our reliability and sustainability goals. to shaping a workforce that We believe in nurturing our people’s competencies fulfils current and future to ensure continued relevance in a constantly needs. Our Bus and Trains competency-based career changing world. Our emphasis on engaging hearts roadmaps are key in our and minds have borne fruit. Our annual voluntary efforts to build a competent and future-ready workforce attrition rate is low at 6.2%. for the public transport industry. We have strengthened ground Building Integrity, Discipline Comfort. Our Service Excellence maintenance leadership with and Accountability Campaign drives these service values the Engineering Maintenance further in daily operations through Manager (EMM) Career SMRT’s core values of SMRTnI – Leader Ambassadors – advocates Scheme which offers diploma Safety & Service Excellence, appointed across all employee holders the chance to assume Mastery, Responsibility & Respect, segments and business units. key positions in frontline Teamwork, Nurture and Integrity – maintenance. These schemes anchor our efforts to build a Efforts are underway to enhance offer an attractive career disciplined workforce that is the quality of leadership across proposition to employees, committed to producing excellence levels, particularly among our with structured career and quality outcomes. We have ground leaders. We have augmented development, progression stepped up efforts to create a ground leaders with additional and job rotation opportunities collective ethos of pride in the deputies and consolidated the anchored on competency organisation’s mission and each work teams and reporting layers development, value inculcation individual’s contribution toward it. for increased accountability, and productivity. Coupled with cohesion, engagement and New employees undergo the SMRT competitive remuneration development. To support ground Service Excellence programme. packages, the schemes have leaders in their leadership roles, This programme was developed enabled us to better attract, we have accelerated training in collaboration with Disney develop and retain a cadre in critical competencies such Institute and National Trades of passionate and proficient as EQ, coaching and performance Union Congress Learning Hub, talent unwavering in their management. and aims to enhance the service resolve to drive reliability, standards of all SMRT employees We have strengthened our quality service excellence and toward Safety, Reliability, Care and assurance capability with an enlarged business growth.

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Mobility at your service

Rail engineers play a key role in To accelerate progress toward state-of-the-art simulators and SMRT, and we pay close attention world-best rail excellence, we an integrated service control to their professional development. have set our sights on harnessing centre that enables customised To promote the rail engineering digital technologies and data team and scenario-based industry and professionalise analytics for predictive maintenance. learning to enhance management our rail engineers, we drive The newly set-up Future Systems of bus service safety and reliability. collaboration with the authorities, Office will look into the development Strengthening Employee industry partners and academic of condition monitoring tools for Engagement and institutions. In 2014, SMRT critical systems, in collaboration with Industrial Relations collaborated with Singapore strategic partners such as A*STAR. Institute of Technology (SIT), SMRT recognises that it is SMRT invests heavily in our training LTA and SBS Transit to develop essential to build an engaged, capability to facilitate an engaging the Sustainable Infrastructure enabled and energised and effective learning experience. Engineering (Land) degree workforce that contributes to SMRT Institute, our in-house programme, which features a our organisational goals and training arm, offers a full year-long immersive internship. serves our national public spectrum of functional, technical SMRT hosted the first batch of SIT transportation needs. To and behavioural competency interns this past year, and we look strengthen employee relations development programmes, and forward to having them join us as and workplace harmony, partners academic institutions full-time employees upon graduation, we drive regular two-way to augment our pedagogical with a distinct edge over other engagement between capability. Our partnership with new hires, equipped with ground employees and different the University of Birmingham experience at SMRT. levels of management to has seen the launch of the enable clear line-of-sight to In 2015, we launched the SMRT Train Postgraduate Certificate in Urban the organisational direction Engineer Professionalisation (STEP) Railway Engineering (Singapore), and goals, alongside providing programme to develop SMRT Trains the most advanced qualification a platform for ground feedback. and Singapore Rail Engineering’s that the university has co-developed Closed-loop feedback structures railway engineers. This was with any railway operator, and the and processes further ensure coupled with the Chartered first programme of its kind in Asia. that all feedback is actively Engineer programme for railway In support of SkillsFuture, the followed up on. Management and transportation professionals, national effort to deepen skills walkabouts and townhalls, a product of our collaboration vital to Singapore’s key industries, coupled with our staff newsletter with the Institution of Engineers, SMRT collaborated with the and digital platforms like GENIE, Singapore. This professional Employment and Employability our internal social media portal, accreditation recognises the Institute (e2i) to develop and provide staff with a range of skills and values attained by our operate the Singapore Bus Training informational touchpoints and railway engineers as they undergo and Evaluation Centre (SG BTEC). direct communication channels STEP. To date, more than 250 of Singapore’s first team-based training to higher management. our engineers have embarked on centre for bus drivers and service their journey toward chartership. controllers, SG BTEC features These engagement efforts are undergirded by the close involvement of the National Transport Workers’ Union (NTWU), our critical partner in working toward our vision of a cohesive workforce that says, stays and strives for SMRT. A Collective Agreement is in place to govern the rights of our non-executive employees, and the Union provides a platform for educating members about their rights, as well as a channel for communication with Management and airing of grievances, if any. A dispute resolution process is codified It is our priority to build an engaged, enabled and energised workforce. in the Collective Agreement to

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People

Officially launched in 1993, the SMRT Corporation Sports and Recreation Club (SCRC) is the custodian of employees’ holistic health and well-being, and facilitates the building of bonds among employees as well as their families and friends. SCRC organises recreational activities including movie outings and talks on health and personal finance, and supports The latest MySMRT Active Day brought together almost 500 employees from across SMRT, and fostered the formation of interest groups. stronger bonds through team activities. For instance, the Brisk Walking Interest Group has organised expeditions up to the Bukit ensure that disputes are promptly In recognition of our efforts to Chandu Museum atop Kent addressed. SMRT actively encourages tighten labour relations, the Ridge Hill and even the grounds employees to exercise their right to NTUC has accorded various of the Istana. In 2017, the 3rd join the NTWU through recruitment commendations to SMRT over MySMRT Active Day brought roadshows and facilitating the the years. In 2017, SMRT Buses was together almost 500 employees payment of membership fees the proud recipient of the May Day from across the organisation in through direct salary deductions Partners Award for Uplifting Working a sporting meet that featured and the provision of flexible benefits. People’s Jobs and Welfare. a team-based obstacle race As a result, union membership is Building a Sustainable and fringe activities like mass high at 80%. Workforce Profile Zumba and golfing. SMRT’s relationship with NTWU As our headcount grows to meet Recognising HR Excellence is anchored on principles of trust rising capacity and maintenance and open communication, with We are heartened by the needs, we continue to shape a lean frequent dialogue and consultation recognition received for and productive workforce with a on policy and change management. our Human Resources (HR) sustainable age and nationality We are committed to furthering this practices. In 2017, our HR team profile. To retain fit and skilled strategic partnership with the Union, garnered top accolades at the experienced employees, we and have inked two Memoranda Human Resources Magazine extended the reemployment age of Understanding (MOU) to Awards, the Singapore HR to 67 years old, ahead of the cement both parties’ commitment Awards and HR Excellence change in the national statutory to co-building our workforce. Awards, for our best-in-class mandate. To help our workers The first recognises NTWU as an practices in a variety of areas better sustain their physical important strategic partner in including compensation, well-being, SMRT has partnered labour relations, and formalises employee engagement and Fullerton Health in implementing our mutual commitment to building talent management. a series of healthcare initiatives, a future-ready workforce together including flu vaccinations, on-site through the 4E framework, physiotherapy treatments, and featuring Employability for Life, chronic disease management Efficiency and Productivity Increase, programmes. Complementary Enhancement of Safety in our Age Management and Workforce Working Environment, and Employee Health taskforces have been Engagement. The second signifies commissioned to address the our recognition of NTWU as the needs of our fast-maturing representative of professionals, workforce and strengthen managers and executives in employees’ physical and mental the areas of 4P – Protection, health. Recommendations from Professional Development and these taskforces include increased Progress, Placement and Privileges. automation, improved ergonomics, flexible work arrangements and enhanced healthcare provisions.

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The STEP framework drives and sustains the holistic development and professionalisation of SMRT’s engineering workforce.

The STEP framework takes a structured approach to the development of our engineering workforce, and offers fresh to experienced engineers continuous learning.

The STEP framework drives and sustains the holistic Stepping Into development and professionalisation of SMRT’s engineering workforce. The programme incorporates requirements of Engineering professional certification Rail Engineering bodies and industry standards, and anchors our engineers’ professional development on knowledge and skill acquisition in Values, Leadership, and Functional Competencies. Since its 2015 launch, over 370 rail engineers have undergone STEP. Of these, 59 are now on track to attain the University of Birmingham’s postgraduate certificate in Urban Rail Engineering in 2018, and the postgraduate diploma by 2020. Strategic Thrusts Mechanical engineer Bryan Tan made a career switch from shipping to railway at 31, joining SMRT Trains as Deputy Engineering Maintenance Manager, Rolling Stock. Starting from scratch as a railway engineer, the SMRT Train Engineer Professionalisation Bridging (STEP-BRIDGE) programme built on his existing knowledge to accelerate the acquisition of critical rail-specific technical knowledge and competencies, and helped him transition smoothly Our Strategic Thrusts: See page 14 into his new role.

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Corporate Social Responsibility

CSR Serving our community

At SMRT, we believe in creating a positive impact on the communities we serve. We are committed to conducting our business in an economically, socially and environmentally responsible way, balancing the interests of our stakeholders from our commuters to our employees and business partners.

Enhancing Lives Enabling Mobility

SMRT’s corporate social SMRT Gift of Mobility Fund responsibility (CSR) strategy ensures greater alignment In August 2017, we achieved a major CSR milestone with the The intergenerational playground in between our CSR programmes St Joseph’s Home, the first of its kind built and our vision of Moving People, unveiling of the SMRT Gift of within a nursing home in Singapore, was built Mobility (GoM) Fund. We pledged with the help of the SMRT Gift of Mobility Fund. Enhancing Lives. The home’s residents and the children from $30 million in cash and in-kind its infant and childcare centre can interact The Enhancing Lives logo portrays sponsorships over the next 10 in this common space. a heart and a pair of supporting years in aid of those with mobility hands. The heart is synonymous needs in our community. We invite with a caring community, while the Social Service Organisations in Bizlink Centre, Cerebral Palsy hands embody SMRT’s three CSR Singapore to tap on this integrated Alliance Singapore, Geylang East pillars. The left hand represents giving platform to enhance the Home for the Aged, Handicaps our commitment to encouraging lives of the elderly and those Welfare Association, Muscular environmental sustainability while with special mobility needs. Dystrophy Association (Singapore) the right symbolises our efforts in and SPD – and Community enabling mobility and empowering SMRT’s Gift of Mobility Development Councils. the community through the arts Taxi Vouchers Empowering through the Arts and education. The GoM programme was and Education The mindful placement of the SMRT launched in 2008. Now known roundel reflects SMRT’s place at as SMRT’s GoM Taxi Vouchers, Art in Transit the heart of our community. it aims to provide financially needy SMRT actively supports the local individuals with physical disabilities arts scene. Since 2011, we have and mobility impairment with been working with Art Outreach, point-to-point transfers so that they a non-profit organisation that can receive their medical treatment, promotes art education in seek employment or go to work Singapore, to conduct the Art until a more permanent transport in Transit tour in the Circle solution becomes available. Line stations. To date, we have To date, the initiative has disbursed conducted close to 470 tours over $1.6 million and helped close and reached out to more than to 8,000 beneficiaries through our 8,300 students and members seven adopted charities – AWWA, of the public.

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safety and security features within our train and bus network, and shows students how they can play a role in ensuring safe and enjoyable journeys on our network. In 2017, over 900 participants embarked on our Learning Journey.

Encouraging Environmental Sustainability We believe that a sustainable company creates more value in the world over and above the resources it uses. To support our green initiatives, SMRT has established four sub-committees to spearhead our environmental sustainability pillars of Energy, Water, Waste Management and Green Advocacy.

Beneficiaries from the Muscular Dystrophy Association (Singapore) enjoyed the unique art installations Energy Reduction in our Circle Line network. SMRT’s energy consumption and production data as well as On 15 November 2017, SMRT piloted Learning Journeys greenhouse gas emission levels a special edition of Art Outreach The SMRT Learning Journey is an are submitted to the authorities for Persons with Disabilities. Eight educational programme that is part yearly. Our ongoing energy-saving wheelchair-bound beneficiaries from of our ongoing efforts to improve practices support our goal the Muscular Dystrophy Association (Singapore) participated in the safety and service reliability. Specially to promote environmental outreach. As they enjoyed art for students between 12 and 16 sustainability among our installations, participants were also years old, the programme includes a business partners, commuters introduced to some of the Commuter customised train ride, an introduction and employees. Our current Experience Touchpoints in our Circle to the fully automated Circle Line’s initiatives include the completion Line network designed to enhance Operations Control Centre and a of the Solar Photovoltaic System their commuting experience. bus ride. The journey highlights in , which aims to reduce 550 tonnes of carbon footprint annually; the switch to energy-efficient LED lighting Our Contributions systems in Toa Payoh, Clementi and Novena MRT stations, which 1 10 2 01 will have 50% lower lighting energy consumption; and district cooling at Raffles Place MRT station, a system of using chilled water to cool air, which aims to achieve more than 40% in as i energy savings. osorsi osorsi Water Conservation Opened in 2017, the new 26-hectare Tuas Depot features a unique and green train wash. The fully automated system is 12 the first of its kind to harvest rainwater as a supplementary Enalin Moilit Social Services Enalin Moilit Social Services Education te Arts and ters Pulic Education water source. Water is also Environmental Sustainailit ational Events and te Arts recycled after each wash, and Environmental Sustainailit Newater is used in the final rinse.

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Corporate Social Responsibility

The system can wash a six-car train in under three minutes. Our other water conservation initiatives include a dual-cycle recycling feature at the train and bus washing plants. The first cycle uses the recycled water (1,000 litres) while the second uses fresh water. The water from the second rinsing of the vehicles is collected in recycling tanks for pre-washing the next train or bus. This approach saves 1,000 litres of fresh water per wash. Our washing plants make use of recycling to save thousands of litres of water when washing SMRT’s Green Committee continues our trains and buses. to raise public awareness of the importance of water conservation by collaborating with the PUB with initiatives such as the placement of water conservation decals at the washrooms in MRT stations along the North-South and East-West Lines. SMRT was also named an esteemed partner of PUB for Singapore World Water Day 2017.

Waste Management & Green Advocacy At SMRT, our aim is to decrease the amount of waste we generate in the Our Inclusive Service Delivery Programme enhances the training and development of SMRT frontline course of our day-to-day operations. service professionals to enable them to better assist priority passengers in their daily commute. Our efforts include the collection, transport, processing, recycling and management efforts with our On 18 September 2017, we rolled disposal of waste materials, with employees. Employees were also out the first Inclusive Service Delivery emphasis on prevention, reuse and taught how to recognise and safely Programme. This programme was recycling. For instance, waste water dispose of toxic waste. developed to enhance the training left over from our train-washing and development of all SMRT plants are treated. Oil and sand Corporate Volunteerism frontline service professionals particles are filtered out, the to enable them to better assist pH level of the water is neutralised, As SMRT strengthens its CSR priority passengers in their daily and harmful metal-based pollutants efforts, employee involvement is commute. Done in collaboration are removed. also essential in supporting and enriching our ongoing community with the NTUC Learning Hub, In our office environment, we have initiatives. In 2017, SMRT employees we took reference from the moved to decrease paper wastage contributed close to 700 volunteer Ministry of Social and Family in our daily work by implementing hours to bring joy and make a Development’s goal of creating EchoSign and Smart Printing options difference in people’s lives. Our a barrier-free transport network by Fuji Xerox. volunteers supported a number for the silver economy and physically challenged, the Land SMRT received our eco-office of initiatives including SPD’s Ability Transport Authority’s agenda of recertification from the Singapore Walk, Singapore Red Cross’ Blood building “an inclusive transport Environment Council in March 2017. Donation Drive and activities system which is friendly to It is valid for the next three years, organised by one of our adopted families with young children and ending March 2020. charities, Geylang East Home for the Aged. special needs” as well as Support In addition, our Green and Waste SG Care’s movement of a caring, Management Committee were Culture of Inclusiveness compassionate and inclusive present at SMRT’s Safety, Security At SMRT, we adopt a holistic approach society. By mid-2018, over 1,400 and Quality (SSQ) Day 2017 towards facilitating mobility. of our frontline staff would have to share the Group’s waste completed the training.

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Mobility at your service

In partnership with Community Chest, the GoM Fund helps those with mobility needs in our society.

Launch of intergenerational playground in St Joseph’s home, the first project in the SMRT Gift of Mobility Fund

The SMRT Gift of Mobility (GoM) Fund, unveiled SMRT Gift of on 16 August 2017 in commemoration of SMRT’s “Thirty Years of Giving”, pledges $30 million in cash and in-kind sponsorships over the coming Mobility Fund years to serve the community and build a more inclusive society. In partnership with Community Chest, the GoM Fund helps those with mobility needs in our society. Social Service Organisations can tap on this fund to explore partnership opportunities to improve mobility and inclusivity. As GoM Fund’s first project, SMRT Corporation Ltd donated $100,000 towards an intergenerational Strategic Thrusts playground in St Joseph’s Home at West. Unveiled on 28 August 2017 by Senior Minister of State for Health, Ms Amy Khor, the playground is the first of its kind built within a nursing home in Singapore. It provides a common space for the home’s residents and the children from its infant and childcare centre to interact, improving their overall well-being.

Our Strategic Thrusts: See page 14

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Achievements

Achievements Awards & Accolades

Service Excellence Communications, Public Workforce Health • Online Platform (Winner) – Relations & Marketing • Leading HR Practices in SMRTConnect 2.0 • Best Social Media Marketing Compensation & Rewards Asia-Pacific Communications Campaign for Excellence and Management Awards 2017, Asia-Pacific Leadership in Digital Marketing Singapore HR Awards 2017, Singapore Association of Communication Golden Globe Tiger Awards 2017, Human Resources Institute Directors World CSR Institute • Leading HR Practices in Employee • Best Transport Planner App • Best Client in Content Marketing Engagement & Alignment 8th CMO Asia Awards 2017, for Excellence and Leadership in Singapore HR Awards 2017, Singapore CMO ASIA Digital Marketing Human Resources Institute • Outstanding Award (12 Winners) Golden Globe Tiger Awards 2017, • Leading HR Practices in Talent World CSR Institute National Kindness Award Management, Retention and Transport Gold 2017, Singapore • Best Social or Digital Media Succession Planning Kindness Movement Campaign (Excellence) Singapore HR Awards 2017, Singapore Human Resources Institute • Commendation Award PRISM Awards 2017, Institute of (162 Winners) Public Relations of Singapore • Leading HR Practices (Special Mention) National Kindness Award • Best In-House PR Team of the Year in Manpower Resourcing & Planning Transport Gold 2017, Singapore (Merit) Singapore HR Awards 2017, Singapore Kindness Movement PRISM Awards 2017, Institute of Human Resources Institute • Star Award (59 Winners) Public Relations of Singapore • Leading HR Practices (Special Mention) Excellent Service Award 2017, • Best PR-led Integrated in Learning & Development SPRING Singapore Communications (Silver) Singapore HR Awards 2017, Singapore Human Resources Institute • Gold Award (446 Winners) The PR Awards 2017, Marketing Magazine Excellent Service Award 2017, • Best Next-Gen Opportunities & SPRING Singapore • Best Acquisition Team – Gold Development (Special Recognition) HRM Awards 2017, Human Resources • Silver Award (780 Winners) Spark Awards 2017, Marketing Magazine Magazine (HRM) Asia Excellent Service Award 2017, SPRING Singapore • Kaplan Professional Award for Best Training, Learning & Development • Best In-House Contact Centre (Special Recognition) (Under 20 seats) – Silver Corporate Social Responsibility HRM Awards 2017, Human Resources 17th Annual International Partner Platinum Award Magazine (HRM) Asia Contact Centre Awards 2017, • (SMRT Corporation Ltd) Contact Centre Association of Singapore Community Chest Awards 2017, National Council of Social Service • Best Customer Experience Investor Relations Delivered – Bronze • SHARE Corporate Gold Award th (SMRT Trains Ltd) • Best IR During a Corporate 17 Annual International Transaction Contact Centre Awards 2017, Community Chest Awards 2017, IR Magazine Awards – South East Contact Centre Association National Council of Social Service Asia 2017 of Singapore • SHARE Corporate Silver Award • Best Investor Relations Programme • Customer Experience Mystery (SMRT Buses Ltd) (Excellence) Shopper Awards (Email) – Gold Community Chest Awards 2017, PRISM Awards 2017, Institute of 17th Annual International National Council of Social Service Public Relations of Singapore Contact Centre Awards 2017, Contact Centre Association • Best Investor Relations Campaign of Singapore (Silver) The PR Awards 2017, Marketing Magazine

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