An annual publication to ComfortDelGro ISSUE 2019/2020 honour our people Corporation Limited CONTENTS

1 MD/GCEO’S MESSAGE

OUR PEOPLE, 3 OUR PASSION

22 BE OUR NEXT PASSION! WINNER MD/GCEO’S MESSAGE

Dear Colleagues,

2020 was the year the world was confronted by a global pandemic the likes of which have not been seen for over a century.

Although it has changed the way we work and play, the way we interact with one another, and even in the way we, as a Group, do business and deliver our services, there is one thing that it has not changed — our passion and perseverance.

Our search for that individual amongst us who MD/GCEO’S MESSAGE best embodies this spirit took a little longer than expected because of the global pandemic OUR PEOPLE, that redirected everyone’s attentions to basic OUR PASSION survival issues. But things have stabilised somewhat and I am pleased that we had found BE OUR NEXT not just one, but two winners in Singapore and PASSION! WINNER the United Kingdom!

1 MD/GCEO’S MESSAGE

The first joint winner – SBS Transit’s not only went to great lengths to procure Downtown Line’s Deputy Station Manager supplies such as masks, thermometers and Mohamed Ferdaus Bin Mohamed Yusoff – disinfectants to distribute to its cabbies, had saved a five-year-old boy from falling but also generously gifted a portion of its off a five-metre height on 24 September supplies to other taxi operators. These 2019. The boy had held on to an upward- efforts went a long way in preventing the moving escalator handrail, where he spread of the pandemic. was soon left dangling from. Alerted by the commotion, Ferdaus bolted up the Please join me in extending your heartiest escalator without hesitation and reached congratulations to Ferdaus and Peter, him in all but six seconds! as well as the Pandemic Prevention Committee members on a job well Our second joint winner is Metroline Bus done! There are 11 others who have been Driver Peter Corcoran, who has been selected as Finalists and are featured in with the Group for over 30 years. Amidst this e-booklet. these challenging times, Peter took service with a smile to the next level by tirelessly All of them – Winners and Finalists alike – reminding and encouraging his passengers have much to be proud of and I would like to put on their face masks, both for their to thank them for inspiring us all! own safety as well as others. Warmest Regards Special mention also goes out to Nanning Yang Ban Seng Comfort Transportation’s seven-member Pandemic Prevention Committee who

2 2019/2020 OUR PEOPLE, WINNER OUR PASSION

~ In a critical situation, every second counts. For SBS Transit’s Deputy Station Manager, Mr Mohamed Ferdaus bin Mohamed Yusoff, it was six seconds of courage that saved a child’s life. ~

It started just like any other day for had almost reached the top end Mohamed Ferdaus, who was patrolling of the escalator, would have fallen the platform of the Downtown Line’s five metres. He hauled the boy over - Sixth Avenue Station at about 6.40pm the handrail but in doing so, lost his on 24 September 2019 when suddenly, balance and fell on the steps of the he heard a commotion. moving escalator, hurting his knee.

Responding to the noise, Mohamed Although he sustained cuts on his Ferdaus saw a woman calling out to a limbs and injured his knee, Ferdaus young child who was hanging on the held the boy tight as he used his outer side of the escalator. The five- own body to protect the child from MOHAMED FERDAUS BIN year-old boy had been walking along getting hurt from the sharp combs MOHAMED YUSOFF / 41 the platform behind his mother when of the escalator steps and hit the he decided to stop and play with the emergency stop button. Deputy Station Manager upward-moving escalator handrail. As he held onto the handrail, he was left An eyewitness, Madam Tan SBS Transit, Singapore dangling at the side of the escalator. said: “The staff member was so Length of Service: 5 years 2 months heroic, everyone else just stood . Without hesitation, Ferdaus bolted dumbfounded.” Awards: up the moving escalator in just six • 2020 Excellent Service Award (Gold) seconds and reached the boy in the Ferdaus, you truly are a hero! • 2019 Quarterly CARES Award nick of time! Any later, the child, who • 2019 Singapore Civil Defence Force Community Lifesaver Award 3 OUR PEOPLE, 2019/2020 OUR PASSION WINNER

~ To some, the COVID-19 pandemic is a setback. To others, it is an opportunity to go the extra mile. ~

The pandemic may have placed His efforts did not go unnoticed. unprecedented pressures on all bus drivers across the United Kingdom, but In August 2020, Peter received a for Mr Peter Corcoran, it has been an commendation from a customer, opportunity to show his dedication to praising him for his dedication to the the passengers, his colleagues and the reminders. Company. The customer said: “I would like When the pandemic struck, not only to highly commend Metroline did Peter continue to turn up at work 189’s bus driver, Peter, the Irish daily, he also took service to the next man from Metroline Cricklewood, PETER CORCORAN / 55 level. Despite the controversial issue for constantly reminding and Driver of enforcing face coverings on buses encouraging passengers to due to the challenges and associated wear masks, with his heartfelt Metroline, United Kingdom risks, Peter tirelessly reminded and announcements. I praise his constant encouraged his passengers to put dedication not just today, but every Length of Service: 30 years on their face masks, both for their time when I feel gratitude for Peter own .safety as well as others. Even at being my driver.” the risk of being challenged, Peter persisted.

4 Peter’s granddaughter was equally especially during these difficult proud of what her grandpa did, and times. Having been a bus driver even joined the Garage’s Children’s with Metroline since August 1990, Art Competition to show her he is well respected for his love and appreciation for him during the passion towards his job, so much so pandemic. that his colleagues regularly praise him for it as well as his flexibility But, that is not all. and willingness to assist them where possible. Peter’s positivity has also earned him praises from his colleagues who Thank you, Peter, you are an have found him a joy to converse with inspiration to us all!

5 OUR PEOPLE, 2019/2020 OUR PASSION SPECIAL MERIT AWARD

PANDEMIC PREVENTION ~ There would be no rest until the pandemic is over. ~ COMMITTEE When the COVID-19 pandemic first Da Jun personally negotiated with HUANG DA JUN, struck Nanning City, Nanning Comfort the suppliers. He was finally able Deputy General Manager, 46 Transportation immediately set up a to persuade them to let the team seven-person Pandemic Prevention purchase the supplies first. LIAO QI, Committee, that stood on the frontlines General Manager Assistant, 57 on the get-go. As preparations were made early, HUANG JUN YI, Nanning Comfort Transportation General Manager Assistant, 39 Even before Nanning City implemented was the first taxi company in Nanning HUANG ZHEN, any preventive measures, the Committee, to start prevention control works on Finance Manager, 34 helmed by Deputy General Manager, Mr the streets. The Committee led by Huang Da Jun, had started looking into example and could be seen on the roads CHAO CHUN MING, procuring protective equipment such as distributing masks and disinfecting taxis Assistant Manager, Operations, 42 masks, thermometers and disinfectants no matter rain or shine for at least six to PAN HAO BIN, from pharmacies and supermarkets, the seven hours a day. Assistant Manager, Operations, 47 day after it was formed on 20 January Despite the discomfort of wearing LEE NING NING, 2020. masks and rubber gloves for long Head of Admin Office, 39 They also tried other channels to hours, the Committee never once secure more supplies, including heading complained. Members even extended Length of Service: From 2 to 17 years to factories. that were producing their working hours often just so that disinfecting products outside the City. they could disinfect more vehicles. When the Committee discovered And their help went beyond taxis that many medical suppliers were to police vehicles and fire-fighting snapping up the products at a factory, vehicles that passed by! 6 Despite the risk of shortage in supplies, 2020, a cabby had to be quarantined Nanning Comfort Transportation gifted as he had ferried a COVID-19 a portion of what they had purchased patient. The team immediately to other taxi companies so that helped to ensure that the cabby and everyone could work together to keep his family’s needs were taken care of. the pandemic at bay. Such selflessness is why the Apart from disinfecting vehicles, the Committee earned praises from the Committee also directed its care and taxi industry, and Special Merit Award concern towards cabbies. In February in the 2019/2020 PASSION! Award!

Front row (from left): Chao Chun Ming, Li Ning Ning, Pan Hao Bin; Back row (from left): Huang Jun Yi, Huang Da Jun, Liao Qi, Huang Zhen 7 OUR PEOPLE, 2019/2020 OUR PASSION OUTSTANDING FINALIST

~ Some staff may shun the daily mundane work but not CDC Queensland Bus Driver, Mr David Agius. ~

Having set a high level of bus up double shifts, working up to eight cleanliness, David is the Company’s hours every day for two weeks to go-to person, whether it be preparing ensure that all buses are spruced up buses for the bi-annual Government before the next school term starts. inspections, or when a bus is urgently needed for charter. But David does not excel only at cleaning. As a bus driver on Despite the COVID-19 pandemic, charters and daily school runs, many David religiously kept up the daily graduating Year 12 students have cleaning process. He would arrive an shared just how much they have hour before his shift starts to clean enjoyed his service and are grateful DAVID AGIUS / 62 his bus. for his reliability. School Bus Driver As most bus drivers are casual staff, Said Isabelle, a Year 12 student: “I CDC Queensland, Australia the Company often gets them in to do always knew I could rely on David to extra work over the school holidays. get me to school or home safely.” Length of Service: 5 years One of them is David, of course, who Awards: never complains even when he has Thank you, David, for always going • July 2020 Reward and Recognition been nominated to head the team the extra mile! • April 2020 Reward and Recognition of three to four bus cleaners during • December 2019 Reward such occasions. He would even take and Recognition 8 2019/2020 OUR PEOPLE, OUTSTANDING FINALIST OUR PASSION

~ To implement a new system across the business can be challenging at the best of times, but to do so during a global pandemic is an entirely different feat. ~

That is what makes it all the more Despite it being his first project impressive that Technical Project management role, Glen approached it Manager Mr Glen Dring was able to with enthusiasm and professionalism. implement a new telematics system Under his direction, a clear roll-out across Metroline’s vehicles, even while plan was made ready according to the COVID-19 pandemic was raging. the project timeline.

Having been with Metroline for However, even when the pandemic 18 years, Glen’s dedication to the threw a spanner into the works Company has seen him rise to the role and disrupted the schedule, Glen GLEN DRING / 38 of Technical Project Manager. remained focussed. He worked not only during the day, but also late Technical Project Manager In January 2020, he was tasked to into the night and on weekends. And manage the implementation of the eventually, after seven months, it was Metroline, United Kingdom GreenRoad telematics system, a driver finally all systems go! Length of Service: 18 years behavioural monitoring system that uses real-time monitoring and cloud- Thank you, Glen, for your unwavering based intelligence to enhance driver commitment. safety.

9 OUR PEOPLE, 2019/2020 OUR PASSION OUTSTANDING FINALIST

~ The smallest act of kindness is worth more than the grandest of intentions. ~

That is probably the best way to In July 2019, a netizen posted a describe the many small acts of photo on Facebook of Senior BC kindness that Senior Bus Captain (BC) Hoe holding an umbrella to shelter Hoe Soo Hiong, a veteran with 46 passengers boarding her bus from years of experience under her belt, is the rain. She could have stayed in best known for. her seat but Senior BC Hoe chose instead to step out in the rain to At 73 years old and a regular Senior shelter them. BC of a feeder service, Senior BC Hoe often receives compliments On another occasion, Senior BC Hoe and tokens of appreciation from her spotted a puddle of water on the HOE SOO HIONG / 73 passengers around the Bukit Merah interchange floor. As it was a location Senior Bus Captain neighbourhood. with high footfall, she took it upon herself to grab a mop and dry the puddle SBS Transit, Singapore Besides helping fellow elderly of water herself so that passengers could passengers carry heavy items and walk safely in the area. Length of Service: 46 years assisting them to board her bus safely, she also shows extra attention to Thank you, Senior BC Hoe! Your acts Awards: pregnant passengers and provides of kindness, however small, is never • 2019 Excellent Service Award (Silver) • 2015, 2017, 2020 Quarterly directions to those who need them. wasted! CARES Award • 2013-2014 Quarterly & Annual CARES Awards 10 2019/2020 OUR PEOPLE, OUTSTANDING FINALIST OUR PASSION

~ No virus was going to stop Cabby Kanapathy Shunmugam from delivering food to needy seniors. ~

Not even when Singapore entered When he was not rostered for duty, into a two-month Circuit Breaker or he would still turn up at the food lockdown in the midst of the COVID-19 distribution point and offer his help pandemic. with logistics or the packing of meals so that his fellow cabbies could easily Cabby Kanapathy carried on delivering collect and go. the meals as usual. The cabby of nearly three decades would head to Toa He said: “It is a commitment that Payoh without fail to collect the food my fellow CabbyCare cabbies and I packs and deliver them. have made and we cannot desert the seniors staying in one-room rental He is a part of a team of 60 ComfortDelGro flats as they depend on us for food KANAPATHY SHUNMUGAM / 69 Taxi’s CabbyCare cabbies who have delivery. I may not be rich enough to Cabby continued to deliver meals to the help financially but I can help deliver needy seniors located at Geylang food for free, and that is something I ComfortDelGro Taxi, Singapore Bahru, Bendemeer, Potong Pasir and intend to continue doing.” Whampoa – for free – twice a week, Length of Service: 29 years under the TOUCH Home Care’s Meals- Kudos to you, Cabby Kanapathy! On-Wheels. Programme.

11 OUR PEOPLE, 2019/2020 OUR PASSION OUTSTANDING FINALIST

~ Even at 67, Buslink NT School Bus Driver, Ms Kim Bell, is not one to run away from the most difficult of jobs. ~

Despite being more susceptible to And she did not stop there. contracting COVID-19 at her age, Kim did not hesitate one bit, joining After the first trip, Kim continued to 20 other volunteers when help volunteer her time throughout the was needed to convey Australians year. From April 2020 till now, she returning home from the City of has completed over 20 trips and Wuhan, China, where the COVID-19 conveyed close to 140 passengers. pandemic was first discovered. In fact, the whole COVID-19 Charter Team has completed close to 390 Asked why she did not hesitate to trips and conveyed some 5,150 volunteer, Kim said: “I felt for families passengers, and counting. KIM BELL / 67 and the backlash that they might School Bus Driver receive, coming home in the middle Thank you, Kim, for being on the of this outbreak. I put myself in their frontline and well done, Charter Buslink NT, Australia shoes, how I would feel arriving home Team! and I felt I was doing the right thing to Length of Service: 2 years volunteer my service and proud to be making a difference in the community.”

12 2019/2020 OUR PEOPLE, OUTSTANDING FINALIST OUR PASSION

~ Some rookies are far more capable than most people expect. ~

Ms Lauryn Tunnell is a fine example. You would think that the COVID-19 pandemic would have put a damper She may be new to the New Adventure on her enthusiasm, but it didn’t. It - Travel (NAT) Group, having only joined only motivated her further. as a temporary staff in 2019, but she still hit the ground running and took on Lauryn worked on the Save The additional duties out of her job scope. Children UK’s ‘Christmas Jumper Day 2020’ initiative tirelessly. She

Not only did she set about exploring contacted different charities to come new markets for NAT Group’s Coach onboard, helped to garner colleague Hire division, but also took her nominations and set up paper initiative to offer her assistance in nominations across all depots. With LAURYN TUNNELL / 27 other aspects of the business. her efforts, NAT Group managed to Recruitment & Private Hire Manager raise twice the amount in 2020! For example, she drove to Swansea New Adventure Travel Group, depot to collect information for In yet another project, Lauryn United Kingdom invoices, help with cash collection and created videos for NAT’s team coach purchase orders to assist the Accounts and day trips, and even helped to Length of Service: 1 year team when the depot faced manpower find candidates for new roles and shortage, even though these tasks were conducted staff interviews. not within her job scope.

13 When staff had to go on leave, Lauryn new advertisements, and looked would help to provide coverage into making the recruitment wherever necessary. process more modern and paperless. She continued to take on additional roles, such as helping with the Way to go, Lauryn! Keep up the recruitment of Coach Drivers, writing good work!

.

14 2019/2020 OUR PEOPLE, OUTSTANDING FINALIST OUR PASSION

~ Locked down but not shut down. ~

In the face of a global pandemic, Vice- Volunteer’ award by the local labour Principal of Nanjing ComfortDelGro union in April 2020. Xixia Driver Training, Mr Li Ming Ge, never gave in to despair and When the driving school resumed - kept himself productive. He actively operations in March 2020, Ming Ge shared pandemic prevention continued to walk the ground, making control measures and requirements sure he interacted with students to through WeChat with staff who were better understand their needs. telecommuting to ensure they were kept abreast of developments. It was on such a routine visit to the training grounds in April that Ming Even when the school shut down in Ge met Mr Wu Jun and learnt about February 2020 to prevent the spread his predicament. The 66-year-old LI MING GE / 53 of COVID-19, Ming Ge organised a had always dreamt of learning to blood donation drive the following drive but never got down to it when Vice-Principal month so that he and his staff could he was younger. But after signing Nanjing ComfortDelGo Xixia Driver do their bit for society. up for a driving course in January Training Co, China 2020, he had been so stressed out His outstanding work and contribution about mastering the basics that he Length of Service: 32 years towards. the fight against the pandemic was about to quit learning without earned him the ‘Xixia Outstanding completing the driving course.

15 Ming Ge immediately checked in theory and driving exams in July 2020 with Mr Wu’s coach to specifically and realised his dream of driving. arrange training plans and monitor his progress closely. He also took time To Ming Ge, that was all that mattered. to personally coach Mr Wu. With the encouragement and guidance from Ming Ge, Mr Wu finally passed his

16 2019/2020 OUR PEOPLE, OUTSTANDING FINALIST OUR PASSION

~ When the going gets tough, the tough gets going. ~

The COVID-19 pandemic has seen of drivers were deployed to work not only drivers going beyond the call overtime and paid accordingly. of duty, but also the unsung heroes behind the counter in the garage. And Despite these extra responsibilities, - Ms Marian Wudu was one of them. Marian never missed the deadlines for her work as a Missing Trip As the United Kingdom went into Verification Clerk. She continued to lockdown in March 2020 and maintain high standards with zero the outbreak worsened in April errors in her reports. Even when she 2020, Metroline’s Alperton garage was offered the option to work from experienced a significant drop in staff home, Marian chose instead to work attendance. in office so as to better support the garage. MARIAN WUDU / 39 It was during such a time that Marian stepped up to the challenge. With Her passion for her role did not stop Missing Trip Verification Clerk her can-do attitude, she took on extra there. She would often volunteer Metroline, United Kingdom responsibilities by doubling up as a her help on weekends and evenings Garage Administration Supervisor to ensure the continued smooth Length of Service: 16 years (GAS) and Mileage Clerk to support operations of the garage during the ad hoc. business requirements such as pandemic. scheduling the redeployment of GAS, who were able to drive, on the roads. Such was her dedication. Our hats To maximise mileage and prevent staff off to her! cuts, Marian ensured the right number 17 OUR PEOPLE, 2019/2020 OUR PASSION OUTSTANDING FINALIST

~ Knowledge is power. Ignorance is not bliss. ~

In the early stages of the COVID-19 unreservedly for the entire 20km pandemic in China, most cabbies trip.

did not drive to avoid the risks of infection. Cabby Xiao Wen, however, Xiao Wen also worked tirelessly to - not only drove on a daily basis, but rebuild passengers’ confidence in the also took pains to ensure the safety of taxi services in Beijing. his passengers, and in so doing, spread the word that cleanliness is everything He participated frequently in the in the fight against the dreaded virus. Beijing traffic station at 103.9 FM, where he would explain how cabbies He would prepare alcohol disinfectant took extra precautions during the and disposable disinfectant tissues for pandemic to allay commuters’ fear of XIAO WEN / 52 his passengers, and had even installed travelling during that period of time Cabby a plastic film in his taxi out of his and increase their confidence in taxi own initiative to block the spread of services in general. Beijing Jin Jian Taxi, China airborne water droplets in the vehicle. Length of Service: 25 years In recognition of his efforts, Xiao During one ride in March 2020, a Wen was awarded the honorary Awards: passenger requested to wind down title of National Advanced Driver • 2015 Beijing Traffic Technology Expert the windows of the taxi fully for the and named one of Beijing’s Top 10 • 2014 Beijing Modern Cup Vocational entire trip. Although doing so meant Taxi Heroes in 2020 on top of his Skills Competition (Third place) exposure to the biting cold, Xiao Wen previous awards. Truly deserving! • 2013 Capital Labour Medal acceded to the passenger’s request • 2005 Beijing Taxi Star of the Year 18 2019/2020 OUR PEOPLE, OUTSTANDING FINALIST OUR PASSION

~ Never underestimate the difference a single person can make. ~

In what was a turbulent year for the command centre for the control world, impacted by the COVID-19 and prevention of the pandemic, as pandemic, Deputy General Manager well as eight disinfection points for - of Jilin ComfortDelGro Taxi, Mr Zhang taxis. Bing Shen then led over 100 Bing Shen, played a critical role in employees from 42 different taxi steering not just the Company but the companies to disinfect taxis at the entire taxi industry in the City through different disinfecting points, while the pandemic storm. braving temperatures that were as

low as -20°C. With the discovery of Jilin’s first COVID-19 case, Bing Shen placed As there was a shortage of pandemic ZHANG BING SHEN / 64 himself in the thick of the action, prevention supplies initially, and actively coordinated with the Bing Shen visited fuel ethanol Deputy General Manager Government in the taxi industry’s fight manufacturers to purchase alcohol against the virus. disinfectants. He even paid for them Jilin ComfortDelGro Taxi, China out of his own pocket first in the After attending the Jilin City absence of special funds! Length of Service: 18 years Government’s COVID-19 prevention . conference on 21 January 2020, On 1 February, Bing Shen, together he immediately set up a frontline with the pandemic control working

19 committee, established stringent ferry healthcare workers who were pandemic prevention and control carrying out COVID-19 testing for management procedures for the citizens in quarantine. Close to 430 Company, so that operations could such trips were made. resume safely. The efforts of Bing Shen and Even when there were no new everyone involved to curb the COVID-19 cases for 40 days, Bing pandemic did not go unnoticed. Shen remained at the frontline and The team at the Jilin City Taxi worked for 60 days straight between Association, which he led, was 1 February and 31 March. Under his awarded the “Outstanding Social leadership as well as the combined Organisation in the fight against efforts of the industry, a zero-infection COVID-19” by the Jilin Provincial record for the taxi industry was Registry of Societies and China Jilin achieved. Provincial Societies Joint Committee in March 2020. But, when new COVID-19 cases resurfaced in Jilin City on 7 May, You are a hero, Bing Shen! Bing Shen once again stepped up to the plate and provided taxis to

20 2019/2020 OUR PEOPLE, OUTSTANDING FINALIST OUR PASSION

~ If others didn’t know better, it could have been a scene from the movies. ~

A cabby was refuelling his taxi at the When asked to cover an administrative kiosk when it suddenly began to roll colleague who had gone on maternity backwards. He shouted for help, and leave, she readily accepted the - full-time cashier, Ms Zuraidah Binte challenge head on. Ghani, who was on duty, immediately rushed to his aid. She managed to open Although the task of updating, the taxi door and engaged the hand checking and working on reports was brake, causing the taxi to stop. daunting due to the level of accuracy and timeliness needed, Zuraidah Her swift action not only saved the remained focussed and meticulous, cabby from potential injury, but also and was still able to deliver the ZURAIDAH BINTE GHANI / 50 prevented the taxi from hurting others reports on time. and damaging property. Cashier Well done, Zuraidah! But that wasn’t all that Zuraidah had ComfortDelGro Engineering Pte Ltd, done. At 50, many would have shunned Singapore the offer to take on a new role with a Length of Service: 3 years and 4 months completely different job scope. . But, not Zuraidah. Awards: • 2020 Excellent Service Award (Silver) • 2019 ComfortDelGro Engineering Service Commendation Award for Quarter 2 & 3 21 BE OUR NEXT PASSION! WINNER

AWARD A cash prize of S$5,000, a trophy, and a framed certificate await our Passion! Winner. He/She will receive the Passion! Award at a lunch* hosted by ComfortDelGro’s MD/GCEO. The winner’s name will also be engraved on a Hall Passion resonates throughout the of Fame plaque which is hosted in our Singapore headquarters. pages of this booklet. The people featured may be separated by *Lunch may be subject to change in light of the COVID-19 pandemic. continents but they all pulsate with the kind of energy and enthusiasm that sets them apart from the crowd. ASSESMENT PERIOD From 1 January 2021 to 31 December 2021 We believe that there are many more like them in our Group. Could it be you? Or your colleague? Perhaps your SELECTION CRITERIA supervisor or your subordinate? In general, areas of consideration are as follows:

Help us find them and let us all • Number of service commendations • Other awards received celebrate their achievements. • Attendance/punctuality • Customer focus • Job competency • Responsibility • Sense of integrity • Special contributions • Safety and security consciousness • Enthusiasm/job interest

22