Contents SMRT Corporation in Brief 2 Milestones 4 Overview 8 Highlights
Building a Forward-Looking Strategy 10 Chairman’s Message 12 CEO’s Message 14 Strategy 16 Leadership
Assuring Sound Governance 18 Sustainability 22 Governance
Developing Strong Capability 28 Portfolio 53 People 57 Corporate Social Responsibility 61 Achievements
This logo represents SMRT Corporation Ltd (SMRT Corp). The and red roundel respresent our enduring heritage. The “SMRT” typeface is oriented towards the right, projecting SMRT as a dynamic and forward-looking company that strives relentlessly towards excellence in public transport. Red highlights the passion and energy we embody. When the roundel was first conceived in 1983, the two bands were meant to symbolise the two main rail lines being built then – the North-South and East-West Lines. Cutting across the circle at the centre, the bands portray how the system is a combination of at grade, viaduct and underground rail lines. Over the years, the roundel has come to symbolise our island-wide operations that encompass our trains, buses and taxis. The gold band accentuates our continued emphasis on excellence.
About SMRT Our Vision Moving People, Enhancing Lives
Our Mission To be the people’s choice by delivering a world-class transport service and lifestyle experience that is safe, reliable and customer-centric
Our Core Values Safety & Service Excellence Mastery Responsibility & Respect Teamwork nurture Integrity Mobility at your service Expanding our technical capability A network of transport solutions
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The future
28 of urban mobility
Enhancing the travel experience
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We are driven by service excellence and are working hard to provide safe, reliable and pleasant journeys for all.
With a portfolio of effective, efficient and 36 sustainable mobility offerings, SMRT Corp reimagines the commuter experience through new technologies, innovative solutions and diverse travel options to meet all travel needs. With Mobility at Your Service, SMRT Corp transforms the way our community lives, works and plays. SMRT Corporation Ltd Group Review 2017
Mobility at your service
Milestones • SMRT Institute, an accredited educational institution, is CORPORATE
TAXIS established to develop and deliver transport-related • The SMRT training and SMRT Corp attains Corporate Volunteer education services. • Singapore Mass ISO 9001:2000 Programme is
CORPORATE • Train service Rapid Transit is certification for created with • SMRT Corp achieves TRAINS from Caldecott to achieving quality the aim of ISO 14001 certification TRAINS incorporated. HarbourFront CCL standards in the building a more for its Environmental • Singapore’s first stations commences, provision of inclusive society. Management System. MRT system begins taxi services. marking the completion operations with • Service 950, • Singapore’s fourth of the line. inaugural service rail line, Circle Line TRAINS BUSES the first SMRT between Yio Chu Kang • SMRT Buses adds MAN 2003 cross-border (CCL), commences
and Toa Payoh on the BUSES A22 low-floor, wheelchair- service for service from Bartley North-South Line (NSL). accessible, single-deck commuters to Marymount. buses to its fleet. • Fifteen more stations travelling to open and the MRT Johor Bahru, • Wheelchair Accessible • SMRT’s ‘Book a Taxi’ system is officially Malaysia, begins. BUSES Bus services are launched by SMRT Corporation introduced, expanding TAXIS smartphone application Singapore’s first Ltd (SMRT Corp) transport options for makes it easier to book Prime Minister, the is listed on 2004 mobility-challenged a cab on the go. late Mr Lee Kuan Yew. CORPORATE Singapore commuters. • SMRT Taxis adds Chevrolet Exchange (SGX). Epica to its fleet. Raffles Xchange, the first MRT 2000 station to be 2011
COMMERCIAL redeveloped for transit retail, is launched.
1980s 2005 2009
2008 2012
• The Gift of Mobility • Train service from Programme is launched Bayfront to Marina Bay TRAINS to provide taxi services CCL stations commences. 1990s CORPORATE for individuals with physical disabilities. • SMRT Alpha, a joint • Boon Lay MRT • ‘SMRT is Green’ is venture between SMRT
TRAINS station on the launched organisationwide Investments and Alpha East-West Line (EWL) 2002 as a commitment to Plus Investments, wins COMMERCIAL opens, marking environmental bid to operate and the completion Changi Airport manage the retail mall MRT station sustainability, which of the system. TRAINS at Sports Hub. opens. includes initiatives to green • The NSL is extended our fleet. to Woodlands, • SMRT International completing the loop. • SMRT Buses puts Southeast provides technical advisory services on an SERVICES • Singapore’s BUSES Asia’s first Euro V-compliant
LRT system for the ENGINEERING first light rail bus on the roads. Republic of Mauritius. system, the 2001 Bukit Panjang • SMRT Taxis debuts SMRT TAXIS Eco taxis, which use Light Rail Transit, • SMRT Corp 2010 opens for launches its compressed natural gas. passenger service. Learning Journey CORPORATE Programme in • Choa Chu Kang Xchange, • SMRT Buses adds Euro V collaboration SMRT’s first transit retail BUSES Mercedes-Benz Citaro 0530 with the Ministry development in the to its bus fleet, which has greater fuel efficiency and of Education. COMMERCIAL heartlands, opens. full low-floor for smoother • SMRT Corp and passenger flow.
BUSES TIBS Holdings 2006 merge, creating • Esplanade Xchange on Singapore’s SMRT-Citibank VISA credit the CCL opens. first multi-modal and debit cards with EZ-link • SMRT Media expands company. functions, a first-of-its-kind COMMERCIAL into digital media to offer CORPORATE travel rewards programme, greater interactivity and is launched. vibrance to the network.
2 SMRT Corporation in Brief
Milestones
• Woodlands MRT station is the first MRT • SMRT celebrates • Singapore Bus Training • Seven SMRT Trains engineers
station in Singapore to be awarded SG50 with free BUSES and Evaluation Centre, are accredited as Singapore’s first & TRAINS & TRAINS the Building and Construction travel on SMRT trains Singapore’s first Chartered Engineers in Railway CORPORATE CORPORATE Authority’s Green Mark (Gold). CORPORATE, and buses. team-based bus and Transportation Engineering. TRAINS & BUSES training centre, opens. • SMRT Trains embarks on a multi-year • SMRT Corp sponsors • SMRT Corp is delisted from SGX Sleeper Replacement Project to the Bishan-Ang Mo Kio Kallang Wave Mall, on 31 October. TRAINS • improve journey times and provide Inclusive Playground, managed by SMRT • The JurongHealth Mobility Park, CORPORATE commuters with a smoother ride. CORPORATE which offers play Alpha, opens. sponsored by SMRT, is the first of
• SMRT Trains embarks on a holistic features that encourage COMMERCIAL • SMRT Advertising its kind in Singapore where life-size network-wide predictive maintenance inclusive play. & Properties and public transportation models help regime on the North-South and • SMRT-Temasek Cares The X Collective are in patients’ rehabilitation. East-West Lines (NSEWL), with AED on Wheels is incorporated. • The second inclusive playground introduction of new technologies. launched, a pilot is launched at Ghim Moh. programme where • Singapore Rail • SMRT Corp’s inaugural Green Forum • MAN A22 buses are added to the 100 SMRT taxis have Engineering enters for the sharing of sustainability BUSES fleet, increasing the fleet size to Automated External into an agreement practices is launched. more than 1,200 buses. Defibrillators (AEDs) to set up a joint installed in their vehicles. venture, Faiveley Rail • SMRT Trains transitions to the • SMRT Taxis introduces 30 new Engineering Pte Ltd, New Rail Financing Framework on • SMRT Corp establishes TRAINS TAXIS wheelchair-enabled London cabs ENGINEERING SERVICES an Environmental with Faiveley Transport 1 October, following shareholders’ and 600 Prius Hybrid taxis to its fleet. Sustainability Committee to market and supply vote at the Extraordinary General Maintenance, Repair Meeting on 29 September. • Woodlands Xchange opens and to oversee green sustainability efforts. and Overhaul Services tenants are the first shop owners in for Rolling Stock • SMRT’s private hire vehicle business, Singapore to be certified with the Components in TAXIS Strides Transportation, is launched • The SMRT Trains offering limousine services, chauffeured COMMERCIAL Project: Eco-Shop label, which was South East Asia
TRAINS Engineering Programme jointly developed by SMRT and the services and car rental services. is launched to develop (excluding Thailand). Singapore Environment Council. a sustainable pipeline of • 2getthere Asia, a joint venture between engineering professionals. SMRT Services and 2 Getthere, is • SMRT Engineering wins contract SERVICES set up to market, install, operate for the installation of Automatic
ENGINEERING and maintain Automated Vehicle SERVICES Fare Collection faregates for the 2015 systems for customers in Singapore
ENGINEERING Tuas West Extension. and the Asia-Pacific region. 2013 2016
2017 • SMRT Corp, Nanyang Technological University, Singapore and JTC sign a Memorandum of Understanding 2014 CORPORATE (MoU) to launch a joint ‘Mobility-as-a- Service’ Laboratory, the first of its • SMRT Corp introduces Adopt-A- kind in the region aimed at improving • SMRT Buses opens Station/Adopt-an-Interchange, commuters’ travel experience by BUSES Bukit Panjang a community outreach seamlessly integrating train and bus Integrated Transport programme with local schools. CORPORATE networks with next-generation Hub, its first integrated transport modes. transport hub, with • SMRT Trains crosses the landmark • SMRT Corp signs an MoU with Prasarana a host of innovative, 10 billion passenger journeys carried. TRAINS Malaysia Bhd to form a joint venture commuter-friendly company as the Johor Bahru-Singapore features. • SMRT Buses progressively Rapid Transit System Link (RTS Link)
installs buses with telematics BUSES operating company, to design, build, solutions to encourage safe finance, operate, maintain and renew and eco-friendly driving. the RTS Link operating assets. • SMRT signs a Memorandum of Understanding with e2i and • SMRT Trains celebrates 30 years of MRT operations. National Transport Workers’ Union TRAINS to jointly develop and operate the • Sleeper and power rail replacement • SMRT Taxis partners first Bus Career Development Centre. works on the NSEWL are completed. TAXIS with Grab, enabling all SMRT Taxis’ drivers • Singapore Rail Engineering Pte Ltd • Trial of the new signalling system to use Grab for taxi is incorporated. Together with on the NSL begins. bookings and dynamic
Toshiba, it establishes a joint SERVICES • The Tuas West Extension opens, fixed fares.
venture, Railise, to market ENGINEERING adding four new stations on the • Strides Transportation and supply energy-efficient EWL. SMRT Trains is awarded the establishes its first propulsion systems to mass Thomson-East Coast Line (TEL) overseas joint venture, transit operators globally. contract to operate and maintain SMRT Strides Toyotsu the line in stages from 2019 for an Alliance, in Yangon, initial nine-year period. TEL will add offering limousine and 43km and 31 new stations to the car rental services. existing train network.
3 SMRT Corporation Ltd Group Review 2017
Mobility at your service
Overview Group at a glance
SMRT Trains
SMRT Buses SMRT Commercial SMRT Strides Taxis Transportation
A network of Enhancing the transport solutions travel experience
• SMRT Trains is the dominant train operator • SMRT Commercial in Singapore, operating and maintaining the North-South and East-West Lines, Circle Line • manages the retail and advertising and Bukit Panjang Light Rail Transit system. spaces within the SMRT network of MRT stations and bus interchanges, • SMRT Buses manages a fleet of over as well as our trains, buses and taxis. 1,450 buses and provides 99 bus services. It achieved 97% occupancy, with over 860 retail units in the network. • SMRT Taxis is the third largest taxi operator in Singapore, managing a fleet • also manages businesses in media of over 3,000 taxis, and has more than and marketing, as well as properties 20 years of experience in taxi operations. and retail management, including 40,000sqm of retail and food areas at • Strides Transportation offers a Kallang Wave Mall, Singapore Indoor whole fleet ranging from luxury limousine Stadium and Water Sports Centre. and spacious private car services to premium bus transportation, providing abundant options for travelling in comfort and style.
See page 28 See page 36
4 SMRT Corporation in Brief
Overview
SMRT Services
SMRT International
SMRT Automotive Services
Singapore Rail Engineering
Expanding our The future of technical capability urban mobility
• SMRT Automotive Services maintains • SMRT Services provides transport‑related close to 6,500 vehicles and is the market leader in technical services and support capabilities, Government-owned, non-military fleet maintenance. both locally and overseas. It also spearheads It provides comprehensive repair and maintenance new and innovative growth paths in urban services to external fleet owners as well as SMRT mobility for Singapore. Buses’ and SMRT Taxis’ vehicles.
• Singapore Rail Engineering provides rail engineering solutions to mass transit operators locally and internationally. It has joint ventures with Toshiba to market and supply energy‑efficient propulsion systems to mass transit operators globally (excluding Japan), and with Faiveley Transport to provide Maintenance, Repairs and Overhaul services for rolling stock components in South East Asia (excluding Thailand).
• SMRT International provides operations and maintenance, engineering consultancy and project management services overseas, and has been appointed as consultants for projects in Mauritius, Indonesia and India.
See page 42 See page 48
5 SMRT Corporation Ltd Group Review 2017
Mobility at your service
Overview
Our business model has been developed to transform the Business model way commuters and our community live, work and play, bringing to life the concept of ‘Mobility at your service’. It is designed to build upon our strengths in Singapore, support our growth in the global transportation sector and reimagine urban mobility for the long-term benefit of our key stakeholders.
Our focus
Dedicated and professional workforce We employ about 10,500 dedicated and committed people. We are committed to their development and training so they are able to serve and delight our commuters while working to achieve high standards of excellence in our daily operations.
Engineering and technological strength Our expertise in engineering and technological innovations open countless doors for us to enhance our operations We provide a complete suite of first- and and allow us to conceive and incubate last-mile connectivity solutions and aim different models for urban mobility. In addition, our partnerships with various to shift the paradigms of urban mobility institutes enable us to tap multiple pools through new technologies, innovative solutions of resources for inspiration and to grow and diverse travel options. our capabilities.
Enabling the vision of a Smart Nation We are onboard to realise Singapore’s vision of becoming the world’s first Smart Nation. As we move a nation, we are also developing capabilities for urban mobility for all.
Driven by our culture
Our culture and core values underpin our focus on providing reliable, safe, efficient and sustainable services.
6 SMRT Corporation in Brief
Overview
Our urban mobility capabilities How we create sustainable value
We provide a multi-modal transportation Customers and community service across Singapore, combining our role in the operation of train and road networks We provide our commuters with with an eye on the future by reimagining public transport options that urban mobility throughout the wider region. are safe, reliable, of high quality and affordable. We continue to ~3m Daily innovate and improve on our Our capabilities lie in: customer services to enhance our customers’ journeys experience when travelling with in 2017 us. We recognise that we play a Our network of critical role for a more inclusive transport solutions society through accessible transport for everyone.
Strategic business partners Our ability to deliver service excellence Our ability to change urban mobility paradigms and provide excellent service to our customers relies on strong strategic alliances >90% Spending and collaborations with our Our focus on enhancing on local business partners. suppliers travel experiences Employees and union
We invest heavily in training Our engineering expertise and engagement initiatives to continuously develop our employees’ expertise and skills. 86% of our Our people are engaged, energised, employees empowered and proud to share are Our drive towards the future SMRT’s vision. sustainably of urban mobility engaged*
* Organisation Climate Survey by Towers Watson
See pages 28–52 See pages 18–21
Steering our strategy
Our business model steers the five thrusts of our strategy to become a key player in the global transportation sector.
7 SMRT Corporation Ltd Group Review 2017
Mobility at your service
Highlights
Health and Safety: 1.41 Employee accident Customer Satisfaction: frequency rate
Employee accident frequency rate is significantly below the accident frequency rate for the Logistics & Transport sector. According to statistics from the Workplace Safety and Health Institute, Singapore, the accident frequency rate for the industry was 2.8 as at end of June 2017.
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8 SMRT Corporation in Brief
Highlights
Community:
>$2 million Cash and in-kind sponsorship
People: 288 units of % % blood donated 11. 3 26 growth in staff strength of employees with In two successful blood donation in 2017 more than 15 years drives at Raffles Place MRT Station of service concourse in 2017
Sustainable Procurement:
Environment: >90% 58,874 billion litres Spending on local suppliers of bus diesel used for the past 3 years Figure rounded to nearest billion litres. Progressive fleet renewal as well as use of telematics solutions resulted in better fuel efficiency, reducing diesel consumption
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