SMRT TRAINS LTD. OPERATIONS REVIEW 2019 Journeying with You Our Vision Moving People, Enhancing Lives Mission To deliver a public transport service that is safe, reliable and commuter-centred Core Values Integrity Service & Safety Excellence CONTENTS At a Glance - Improving Commuter Experience 2 - Improving Reliability 7 - Improving Connectivity 10 - Nurturing Our People 11 - Serving Our Community 14 - Key Financial and Operating Data 15 From Our Chairman 16 Group CEO’s Message 17 Our Operations 18 Engineering 26 Commuter Engagement 30 Our People 36 Our Community 44 Awards and Accolades 52 Milestones 1987 2002 2013 2017 Singapore Mass Rapid Transit (MRT) SMRT Trains embarks on a multi-year is incorporated. Sleeper Replacement Project to improve journey times and provide commuters with a smoother ride. Trial of the new signalling system Changi Airport MRT Station opens. Woodlands MRT station is the first MRT on the NSL begins. station in Singapore to be awarded the Building and Construction Authority’s Green The Tuas West Extension opens, adding Singapore’s first MRT system begins 2005 operations with inaugural service between Mark (Gold). four new stations on the EWL. Yio Chu Kang and Toa Payoh Raffles Xchange, the first MRT station SMRT Trains embarks on a holistic network- SMRT Trains is awarded the Thomson-East on the North-South Line (NSL). to be redeveloped for transit retail, wide predictive maintenance regime on the Coast Line (TEL) contract to operate and is launched. North-South and East-West Lines (NSEWL), maintain the line in stages from 2019 for 1988 with introduction of new technologies. an initial nine-year period. TEL will add 2008 43km and 31 new stations to the existing Fifteen more stations open and the MRT train network. system is officially launched by Singapore’s 2014 first Prime Minister, the late Mr Lee Kuan Yew. The power rail replacement works on 10 Billion the NSEWL are completed. Passenger Journeys 1990 SMRT Trains crosses the landmark of ‘SMRT is Green’ is launched organisation- 10 billion passenger journeys carried. Boon Lay MRT station on the East-West wide as a commitment to environmental Line (EWL) opens, marking the completion SMRT Trains celebrates 30 years of sustainability. SMRT Trains introduces Adopt-A-Station, of the system. MRT operations. a community outreach programme with Choa Chu Kang Xchange, SMRT’s first transit local schools. Stations along the NSL and EWL retail development in the heartlands, opens. 1996 experience early closure, late opening and full day closure to facilitate renewal 2015 2009 and maintenance works. SMRT celebrates SG50 with free travel on SMRT trains and buses. 2018 The NSL is extended to Woodlands, completing the loop. The SMRT Trains Engineering Programme is SMRT and LTA commence works to renew launched to develop a sustainable pipeline and enhance the power supply system on SMRT Corp achieves ISO 14001 certification of engineering professionals. the NSEWL. 1999 for its Environmental Management System. Singapore’s fourth rail line, Circle Line 2016 (CCL), commences service from Bartley to Marymount. The JurongHealth Mobility Park, sponsored by SMRT, is the first of its kind in Singapore Singapore’s first light rail system, the SMRT launches first C151 trains from where life-size public transportation models Bukit Panjang Light Rail Transit (LRT), Bishan Depot. 2011 help with patients’ rehabilitation. opens for passenger service. Renewal works for the Bukit Panjang LRT Train Service from Caldecott to Seven SMRT Trains engineers are accredited system commence. HarbourFront CCL stations commences, as Singapore’s first Chartered Engineers in 2000 marking the completion of the line. Railway and Transportation Engineering. SMRT Corporation Ltd (SMRT Corp) is listed SMRT Trains transitions to the New Rail 2019 on Singapore Exchange (SGX). 2012 Financing Framework on 1 October, following SMRT, with the support of LTA, relocates shareholders’ vote at the Extraordinary the NSEWL OCC at Victoria Street to 2001 General Meeting on 29 September. Kim Chuan Depot. SMRT Corp is delisted from SGX on 31 October. Train service from Bayfront to Marina Bay CCL stations commences. Sleeper replacement works on the NSL and EWL are completed. SMRT Corp launches its Learning Journey Programme in collaboration with the Ministry of Education. SMRT Trains Ltd. (SMRT Trains) is the pioneer Mass Rapid Transit operator in Singapore. Since 1987, we have provided safe and convenient transport services to millions of commuters, and have contributed to the vibrancy of our urban landscape. Today, we operate and maintain the North-South and East-West Lines, the Circle Line and the Bukit Panjang Light Rail Transit system. Our lines cover over 148km of rail tracks across 106 stations. In early 2020, our rail network will expand to include the Thomson-East Coast Line. We are committed to enhancing our rail capability and deepening our engineering expertise to deliver a best-in-class transport service that is safe, reliable and customer-centric. 2 SMRT Trains Ltd. Journeying with You Operations Review 2019 3 At a Glance VIEW MORE ON PAGES 30-35 At Passenger On Platforms In Trains Improving Commuter Experience Service Centres We provide greater convenience and comfort to commuters throughout their journeys. Care Customer Service Initiatives Zone In Stations Care stickers for commuters Care Zones for commuters who require special care who need assistance NEXT STATION PRIORITY TM QUEUE STARiS CHARGING (SMRT Active POINT Route Map TRAIN SERVICE UPDATES Information System) EAST-WEST LINE NORMAL provides real-time NORTH-SOUTH LINE NORMAL travel information CIRCLE LINE NORMAL in trains BUKIT PANJANG LRT NORMAL Digital displays to update Fans for improved PRIORITY WELCOME TO SMRT commuters on train services ventilation QUEUE and provide answers to common queries Charging points Priority queues Electronic displays with digital screens for commuters with show train needs at elevators service updates On the Go < MRT SEARCH NS EW CC BP NS1 Jurong East ... > To Joo Koon (EW) 5, 8min To Pasir Ris (EW) Report a FAULT to To Marina Bay (NS) Arr, 9min our WhatsApp service NS2 Bukit Batok ... > NS3 Bukit Gombak ... > +65 9788 4398 ... NS4 Choa Chu Kang > snap a PICTURE and tell us about it SMRTConnect is a multi-modal E-Travel Chit for SNAP-REP journey planner app that greater convenience (Snap and Report) provides real-time train and in obtaining a lets commuters report Diaper changing stations Music in stations for Festive events to bus arrival timings, as well as proof-of-travel technical defects in the in most handicapped toilets better ambience and celebrate occasions detailed station information during a disruption network via WhatsApp along the Circle Line to delight commuters with the community within the SMRT network 4 SMRT Trains Ltd. Journeying with You Operations Review 2019 5 At a Glance Customer Service Initiatives Accessibility In Stations On the Go For Hearing-Impaired Commuters ii 1 2 11 Bugis NE16 Sengkang Arriving Jurong East 4 mins iStands for QR-embedded posters SMRT’s Twitter feed Plasma displays Flashing red “Door Closing” Fluorescent displays quick and easy access with information on provides live travel advice at platforms indicate lights at train doors in trains provide to vital information alternative travel options and updates train arrival times multi-language messages Accessibility For Visually-Impaired Commuters For Commuters in Wheelchairs SERVICE DOG Guide dogs Tactile ground Lift buttons Wheelchair-accessible Barrier-free entrances Wheelchair-accessible train are allowed in stations surface indicators with braille plates elevators and wider fare gates carriages allow for two and onboard trains throughout the station wheelchairs per train 6 SMRT Trains Ltd. Journeying with You Operations Review 2019 7 At a Glance VIEW MORE ON PAGES 18-23 Customer Satisfaction* Improving Reliability 97% Our renewal works on the North-South and East-West Lines (NSEWL) will ensure fewer 96% train delays, breakdowns and smoother rides. 92% 66 Our Renewal Works 65 65 DO 63 YOU KNOW Power Rail Re-signalling Power Supply Our Twitter feed is Replacement System Renewal one of the most active in Singapore, with close to 480,000 followers. 2016 2017 2018 2019 Public Transport Customer Customer Satisfaction Index of Satisfaction Survey by the Singapore (Average score 0–100) Improves the reliability Communications-Based Fibre optic cables Public Transport Council by the Institute of Service Excellence, Singapore Management University of the electrical system, Train Control signalling help transmit monitoring SMRTConnect leading to fewer system allows trains to run at information in real-time, * Figures updated as at September 2019. 3.0 app breakdowns shorter intervals, substantially allowing system to improving train capacity better predict faults was launched in 2018 with enhanced Started in Started in Started in features such as train frequency indicator and Thank you for the better user interface. 2015 2013 2018 < Completed in Completed in To complete 363 August April in the early compliments to every complaint received 2017 2019 2020s 8 SMRT Trains Ltd. Journeying with You Operations Review 2019 9 At a Glance Adding New Trains Our Performance How We Measure Reliability All 57new trains have been delivered NEW We measure the number of kilometres clocked before incurring a single delay lasting more than 5 minutes. This is referred to as mean kilometres between failure or MKBF* for short. Here is the 12-month moving average Started in up to July 2019. 2015 Completed in DO Early YOU 2019 KNOW Trains progressively put into The power supply renewal 30,000 service from April 2017 involves about NSL 1,436,000 times The North-South Line 1,300km up and down the was recognised as the North-South Line Replacement of First-Generation Trains of power cables and “Most Improved MRT Line” at the Land Transport Excellence Kawasaki Heavy Industries 250km Awards. We aim to emulate C151 to be replaced with of fibre optic cables located this achievement of along the NSEWL’s tracks.