Mobility at your service SMRT Corporation Ltd Group Review 2017 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
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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.
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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
9 SMRT Corporation Ltd Group Review 2017
Mobility at your service
Chairman’s Message
As we look ahead, our task is clear: to deliver an outstanding MRT system which puts commuters first and that can be the pride of Singapore.
In 2017, SMRT commemorated An SMRT Readiness Inspection Ongoing Plans & Focus 30 years of train operations. Over Team (READI) has been set up We are pushing ahead to the last three decades, we have to enhance quality standards complete most of the renewal journeyed to provide multi-modal in rail maintenance and works on the North-South public transport services. As we engineering. This is being led and East-West Lines by 2020. look ahead, our task is clear: to by an Assistant Chief Executive Later this year, we will scale up deliver an outstanding MRT system at SMRT Trains, who is also pre-opening preparations for which puts commuters first and that working closely with the Land the Thomson-East Coast Line, can be the pride of Singapore. Transport Authority (LTA) which opens progressively from as Chief of Joint Readiness 2019. We are also participating Ensuring Reliability, Inspection to audit standards in actively in the Rapid Transit Availability, Maintainability, rail maintenance and operations System Link project that will Safety and Security at SMRT. connect Singapore and Johor The SMRT team must deliver In addition, we are working on Bahru to benefit the people of cost-effective public transport our multi-year rail renewal efforts, Singapore and Malaysia. services that provide reliable, strengthening the operations and seamless and a pleasant travel For our Bus business, we must maintenance teams, and building experience for our community. keep pace with emerging trends as robust engineering capabilities to There should be fewer disruptions; technology continues to transform enhance RAMSS. These initiatives and with an ongoing preventive the way public bus services are aim to continually deliver desired and predictive maintenance regime, delivered. At the same time, our rail performance over the entire our trains and road vehicles must SMRT Commercial, SMRT Taxis, life of our MRT system. SMRT spend less time in the workshop. SMRT Services, SMRT International will continue to collaborate with Our system therefore needs to and corporate business teams LTA and various stakeholders to rise to and be sustained at the should stay focused on making keep the MRT network resilient highest standards of reliability, SMRT future-ready and support and robust. availability, maintainability, the push to offer best-in-class safety and security (i.e. RAMSS). options in urban mobility.
10 Building a Forward-Looking Strategy
Chairman’s Message
Putting People First This should enable us to achieve Thank You higher overall productivity, At SMRT, our Common Purpose is We thank our commuters for with higher Mean Kilometres to “build trust and bring on smiles, their patience and understanding Between Failures per labour cost: every day and in everyone who as we work hard to provide a more motivated, disciplined journeys with us”. When our safer, more reliable and and productive worker will lead commuters experience reliable customer-centric services. to MRT trains travelling a longer and comfortable transport services, distance before encountering a At SMRT, we must all have we gain their trust and confidence. delay of more than five minutes. the courage to undertake the We must continue to develop and task ahead of us. This is the We must push for higher standards train our people and build a highly only way to serve our commuters of service to serve commuters disciplined and competent organisation well and to build an outstanding as best we can. A strong Service that performs to its fullest potential. MRT system we can all be Culture goes beyond friendly This is critical especially as we proud of. and courteous service. It is about quicken our pace to acquire new putting commuters at the heart To the Board, I extend my deep technology in rail engineering and of everything we do at SMRT. We appreciation for the support and boost our capabilities. have therefore appointed a Chief guidance you provide to SMRT. Our priority is to improve the work lives Commuter Engagement Officer to I would also like to express my and workflows of our workforce, while focus on commuter feedback and gratitude to the management, ensuring a safe working environment to better understand their needs. employees and union leaders for our staff. To nurture a disciplined for their continued diligence, We have also enhanced our workforce culture, we are implementing discipline and passion. You SMRTConnect mobile application, Kaizen company-wide. At SMRT, have soldiered with us over providing commuters with real-time Kaizen embodies “Continuous the last 30 years. You have my train arrival timings. In addition, we Improvement” (改善 in Mandarin, unwavering and full support as have appointed a Chief Technology Peningkatan Berterusan in Malay, we continue to work with key Officer, two Chief Maintenance or in Tamil). stakeholders to drive reliability Officers, a Chief Operating Officer, We are establishing more efficient and build trust by putting and a Chief Spokesperson to workflows and processes in our commuters first. strengthen specific job functions. depot workshops, allowing our We hope these steps will deepen workers to carry out tasks diligently SMRT’s capabilities to better serve with stronger accountability, our commuters. Seah Moon Ming ownership and discipline. Chairman
Our priority is to improve the work lives and workflows of our workforce, while ensuring a safe working environment for our staff. To nurture a disciplined workforce culture, we are implementing Kaizen company-wide.
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CEO’s Message
Total journey time and train arrival punctuality are also important service quality measures, and are expected to improve with the stabilising of the new signalling system. In addition, we are We take our mission harnessing technology as a key enabler to transform rail seriously, knowing that operations. A Future Systems Office we touch the lives of has been set up to engender a knowledge-driven enterprise for millions of passengers operations and maintenance, because of their daily with condition monitoring sensors and data analytics for predictive commute on our trains, maintenance of our rail assets. A new integrated Maintenance buses and taxis. Operations Centre will be established this year, further improving our ability to troubleshoot faults responsively. We launched an upgraded mobile th Last year, we marked our 30 year rail maintenance and renewal application to aid commuters in of operations since the first MRT works to be accelerated. With the journey planning, with relevant stations opened. Our journey replacement of all 188,000 wooden real-time information on train continues, as we strive to be the sleepers, change-out of the entire arrivals and station crowdedness. people’s choice by providing a world power (third) rail system, expansion class public transport service and of the power system and introduction Although much progress was lifestyle experience that is safe, of a new Communication-based made in rail reliability, public reliable and commuter-centric. Train Control signalling system, confidence was unfortunately we are now seeing significantly shaken by a tunnel flood in We take our mission seriously, improved reliability on the lines. October 2017 resulting from knowing that we touch the lives maintenance failure by the work of millions of passengers because Last year, Mean Kilometres team, and a train collision in of their daily commute on our Between Failure (MKBF), a reliability November 2017 because of trains, buses and taxis. Successive indicator used by international unexpected disabling of a protective generations of Singaporeans have metros, improved on the Circle Line feature on the affected train. Safety grown up with our stations and to 523,000km, 129% better than remains of paramount importance, interchanges being part of their in 2016. The North-South Line and a comprehensive review was collective memories. At SMRT, (NSL) and East-West Line (EWL) conducted to strengthen safety we are committed to moving people, achieved 336,000km and 278,000km, audits and procedures, control enhancing lives – serving with a improving by 115% and 92% measures, and staff training to common purpose to build trust and respectively compared with the prevent future occurrence. bring on smiles every day, and with previous year. Early indications everyone who journeys with us. this year show promising results, We continue to work closely with and we expect to reach even closer the Land Transport Authority to Journeying toward Rail Excellence to our goal of 1 million in MKBF. manage asset life cycle to achieve greater reliability, availability, Key to that service excellence We have overcome the initial teething maintainability, safety and security, goal is our emphasis on improving issues faced with the new signalling under the new rail financing rail reliability and availability. Our system on the NSL, and look forward framework that was approved in multi-year, multi-project effort to to smoother implementation on the 2016 and successfully implemented renew and improve the North-South EWL in the coming months. When last year. Following the privatisation and East-West Lines, our oldest lines, the project is completed this year of SMRT from November 2016, is one of the most ambitious rail and with more new trains delivered, we have also been addressing transformation programmes undertaken the improved train availability and with our stakeholders the urgent on a live system anywhere in the shortened headways will increase resource demands for rail system world. Extended engineering hours overall passenger capacity, especially sustainability over the long term. afforded by early closure and late during peak hours. opening of the lines have enabled
12 Building a Forward-Looking Strategy
CEO’s Message
Building People Competencies Expanding Our Operational Students and community groups Footprint have been active on Learning With our eye on the future, we have Journeys at Kim Chuan Depot. been developing indigenous capabilities We are excited to have won the Since introducing the Adopt-a- in rail engineering, procurement and tender for the TEL which will add Station/Interchange project in construction, and our first locally 43km and 31 new stations to our 2014, over 1,500 students from refurbished trains will be fielded in network when fully operational in more than 30 schools have the coming months. Our core of rail 2024, improving accessibility for become our ambassadors to experts and technical staff have also our commuters. We also accepted serve the community while been boosted, with engineering and the offer by the Governments of upholding themselves as technical manpower numbers growing Singapore and Malaysia to work gracious commuters. More more than 150% since 2013. We expect jointly with Prasarana in the community engagements to raise our engineer numbers from Johor Bahru-Singapore Rapid are being planned around 500 by another 40% over the next Transit System Link. existing stations and along two years. 1,000 more staff will be In 2017, SMRT Taxis successfully the TEL in the coming year. added this year to our rail headcount rolled out Singapore’s first taxi to increase maintenance and sharing scheme, providing taxi Appreciation engineering capability, strengthen partners more flexibility in commuter touchpoints, and prepare Our appreciation goes to managing their work schedule. for the first phase of the Thomson- Mr Koh Yong Guan, who stepped We also entered an exclusive East Coast Line (TEL) in 2019. down as Chairman in July 2017 partnership with Grab for access after 11 years on the SMRT Board. We have been working in partnership to our current and future taxi We welcome Mr Seah Moon with the National Transport Workers’ and private-hire car fleet. Ming as our new Chairman and Union to instil a culture of discipline Overseas, our subsidiary Strides look forward to his stewardship and accountability amongst managers Transportation entered a joint with the Board and Management and staff. A milestone Memorandum venture with Toyota Tsusho as we forge ahead to the future. of Understanding was signed to jointly Corporation and Myanmar’s create a future-ready workforce with I would like to thank my Alliance Urban Transport to life-long employability, increased Management and staff for establish limousine and car productivity, enhanced professionalism their incredible teamwork and rental services in Myanmar. and strong employee engagement. dedication as they commit SMRT International also won each day to do their best Shaping the Future of consultancy contracts to assist in providing safe, reliable and Urban Mobility local authorities in the upcoming comfortable journeys for all Palembang and Jabodebek LRT our commuters. As our network With better tools for demand projects in Indonesia, and with expands to provide better aggregation, we look forward to the Mauritius Government for accessibility and older lines meeting commuters’ needs in first- their new LRT system. are renewed to ensure higher and last-mile transport connectivity. reliability, we are confident that SMRT has been developing its Mobility- Reaching Out to the Community the quality of our public transport as-a-Service capabilities to provide As part of our 30th anniversary services will continue to improve. customised solutions and a digital commemoration, we launched We appreciate the support and platform through which users can The Gift of Mobility Fund with understanding of our commuters decide on their preferred travel mode $30 million in cash and contributions as we work through these many based on time, cost and convenience. in kind, working with Community initiatives to bring about higher Nanyang Technological University’s Chest to lend a helping hand operational and service excellence. lush campus and CleanTech Park in to those with mobility needs. Jurong Innovation District have been Together with the Ministry of transformed into a live test-bed for the Social and Family Development integration of multiple transportation Desmond Kuek and NTUC Learning Hub, we options and new technologies. President & Group Chief initiated an inclusive service Executive Officer SMRT Buses also launched its first delivery programme to train Integrated Transport Hub at Bukit frontline staff in supporting the Panjang, dramatically improving the elderly, visually impaired, and connectivity and travel experience those with special mobility needs. for residents and visitors using bus services to the LRT system and Downtown MRT Line.
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Mobility at your service
Strategy Moving People,
Vision Enhancing Lives
Strategic Thrusts
Improving Strengthening Operational Workforce Health Performance
We are committed to raising We hold our people to and sustaining reliability, high standards of quality availability, maintainability, and accountability. We safety and security (RAMSS) engage and empower each for superior service operations individual to serve with pride, and asset management. We proficiency and professionalism. will ensure a safe and secure We optimise our organisational operating environment; this systems and structures anchors the service that we for effectiveness. provide to our commuters.
Highlights 45 1,400 new trains delivered SMRT frontline service for the North-South and professionals will have East-West Lines for a undergone Inclusive better travel experience Service Delivery Programme for commuters by mid-2018
14 Building a Forward-Looking Strategy
Strategy
To be the people’s choice by delivering a world- class transport service and lifestyle experience that is safe, reliable and customer-centric Mission
Entrenching Winning Driving Organisational Hearts and Sustainable Excellence Minds Growth
We aim to engender a We are focused on delivering We continue to develop knowledge-driven and excellent customer experiences. organic train engineering intelligent enterprise, We nurture partnerships with capabilities, while expanding with a focus on developing our community, to build the our train and road operational future systems capabilities trust and confidence of the footprint both locally and for Operations & Maintenance, people of Singapore. We will overseas. We are gearing up and enabling productivity and sustain our corporate social to lead the transformation process innovation through responsibility efforts in enabling of urban mobility in Singapore infocommunications and mobility and promoting to be future-ready in a supply chain transformation. environmental responsibility. digital landscape.
Future Thomson-East Systems Office $30m Coast Line set up to harness digital Gift of Mobility Fund contract awarded for technology and data unveiled to aid those $1.7b and set to open analytics for predictive with mobility needs in progressively from 2019 maintenance our community
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Leadership Board of Directors
Seah Moon Ming #@ Desmond Kuek Bak Chye #@ Lee Ling Wee @ Chairman, SMRT Corporation President & Group Chief Executive Chief Executive Officer, and SMRT Trains Officer, SMRT Corporation SMRT Trains
Lee Fook Sun # Lee Seow Hiang # Moliah Hashim @
Philip Nalliah Pillai #@ Quek Gim Pew @ Peter Tan Boon Heng #
Tan Ek Kia #@ William Tan Seng Koon @ Yap Kim Wah #@
CLICK HERE Legend: FOR BIOGRAPHIES # Board member of SMRT Corporation Ltd @ Board member of SMRT Trains Ltd.
16 Building a Forward-Looking Strategy
Leadership
Leadership Group Senior Management
Desmond Kuek Bak Chye Cindy Lau Kee Mei Gerard Koh Keng Swee President & Group Chief Group Chief Financial Officer Chief Corporate Officer Executive Officer
Lee Ling Wee Ng Bor Kiat Tan Kian Heong Chief Executive Officer, Chief Technology Officer Managing Director, SMRT Buses SMRT Trains and Senior Vice President, and Roads Services Future Systems
Tony Heng Yew Teck Dawn Low Kar Mun Mario Favaits Managing Director, SMRT Taxis Managing Director, SMRT Managing Director, Singapore & Private Hire Services Commercial Business Rail Engineering
Colin Lim Fung Wan Goh Eng Kiat Margaret Teo Managing Director, SMRT Managing Director, SMRT Vice President, Services and Vice President, International and Vice President, Corporate Communications Strategic Relations Office Business Development
CLICK HERE FOR BIOGRAPHIES Jacquelin Tay Gek Poh Anson Lim Wong Kiew Kwong Vice President, Legal and Head, Safety & Inspectorate Head, Internal Audit Corporate Secretariat
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Sustainability Our Commitment to Sustainability
Seah Moon Ming, SMRT Chairman and Desmond Kuek, SMRT President and Group CEO regularly engage with staff to understand their needs and concerns.
Materiality Process to defining SMRT’s economic, environmental, social and governance As part of SMRT’s strategic approach material issues that influence the to sustainability, a robust materiality decisions of our key stakeholders. assessment was conducted in early 2016. This assessment was in line As our key stakeholders remain largely with the Accountability AA1000 the same as when the previous Assurance Standard and Global materiality assessment was conducted, Reporting Initiative’s (GRI’s) four-step with the exception of our shareholders, process of identification, prioritisation, the material issues identified last year validation and review to define material are still considered material now. We issues. The extensive materiality therefore consider the materiality assessment process was essential assessment to be still valid for 2017.
18 Assuring Sound Governance
Sustainability
Our approach to sustainability is based on accountability and transparency. We are committed to open communications with our various stakeholders about our operations and business. Sustainable business growth is a key strategic thrust for SMRT, and we aim to embed sustainability into our core operations.
Materiality Assessment
Establish the spectrum of important or material issues that are of relevance Identification to our core businesses. This is done through active stakeholder engagement.
Consider both external and internal perspectives through a combination of information sources: • Benchmarking study of our peers in the transport industry • GRI G4 guidelines Prioritisation • UITP Sustainability Reporting Framework • 5 strategic thrusts • Group top risks • Existing policies and procedures
Internal discussions and reviews with Management, the Environmental Sustainability Committee and employees. The sessions were facilitated by an independent sustainability expert. Validation List of 14 key material issues was finalised and signed off by the CEO and Management.
Periodically assess list of material issues (following report publication) Review based on changing business landscape, emerging trends and key stakeholder feedback.
Our 2016 materiality assessment followed GRI’s four-step process to define material issues.
19 SMRT Corporation Ltd Group Review 2017
Mobility at your service
Sustainability
Identification
Stakeholder Engagement Our stakeholders are critical to the sustainability of our business. We are committed to actively engaging our stakeholders to understand and look for better ways to address their economic, environmental, social and governance concerns. In 2017, we engaged our key stakeholder groups through a wide variety of formats. We communicated regularly with them and sought their feedback on areas of mutual concern.
Stakeholders Forms of engagement
Customers Customers • Social media (Facebook, YouTube, Twitter, LinkedIn) and • Feedback handling Community • Commuter focus groups
Community • Educational tours and community programmes • Regular volunteering activities and programmes • SMRT’s Green Committee collaborates with PUB to raise public awareness on water conservation
Regulators • Regular meetings on statutory requirements and new developments for a wide range of issues ranging from safety to employment • Communication of energy consumption and production data, and greenhouse gas emission levels to the authorities
Business • Ongoing progress meetings Partners
Employees Employees • Townhalls and senior Management walkabouts and Union • Staff engagement sessions by Chairman and CEO • Newsletters and circulars • Biennial staff engagement surveys
Union • Frequent meetings on upcoming changes in policies and schemes as well as briefings to gather feedback
Suppliers • Ad hoc workshops to exchange procurement ideas and procedures and Contractors
Investors • Dedicated investor relations email to address queries
20 Assuring Sound Governance
Sustainability
Prioritisation & Validation Review
Material Issues Next Steps Following consultations with external as We aim to conduct a review well as internal stakeholders, we prioritised of these material issues at an the material issues identified into two tiers. appropriate time. Our focus is to Critically important issues were classified as drive performance improvements Tier 1, while those of high importance were around our key material issues, classified as Tier 2. as these represent our main sustainability risks and opportunities.
We have taken steps to address Tier 1 our material issues. For example, we have put in unstinting effort to Operational Performance and Excellence improve train reliability with our multi-year, multi-project renewal Anti-corruption/Fair and Ethical works. We have established four Operating Practices sub-committees to spearhead Access to Essential Services our environmental sustainability pillars throughout the organisation. Customer Health and Safety Over the next few years, our intention Occupational Health and Safety is to be able to fully integrate (Employees and Contractors) sustainability in all aspects of our business units. At the same time, Environment (Climate Change, Energy Management, we will also be looking at mega Water Management, Waste Management, trends which may affect us in the Noise Management, Sustainable Resource Use, future, by conducting continuous Compliance) dialogue with our stakeholders and Customer Satisfaction taking a risk-based approach to our entire value chain.
Tier 2
Community Investment, Involvement and Development
Managing Supply Chain Sustainably
Diversity and Equal Opportunity
Labour Rights
Employee Development and Training
Research and Development/Innovation for Engineering Capabilities
Noise
21 SMRT Corporation Ltd Group Review 2017
Mobility at your service
Governance The Board and Management of Board Composition the Company are committed to As a cornerstone to achieving high ensuring high standards of corporate standards of corporate governance, Corporate governance. The Group’s corporate there is a strong independent element governance guidelines and practices Governance on the Board. are regularly reviewed to ensure they remain current and relevant. The Board consists of Directors with core competencies in areas such The Company closely adheres to the as accounting, finance, audit, law, principles set out in the Singapore management, engineering and Code of Corporate Governance 2012 customer service excellence. In (the Code) for listed companies addition, the Directors’ combined although it is not required to do so work experience spans the areas following the delisting of the Company’s of risk management, strategic shares from the Singapore Exchange planning and business development. (SGX). The Company has adopted the The Board believes that the present Code as its guide and has put in place Board size and composition are an internal framework to ensure appropriate for the requirements good corporate governance in its of the Group’s businesses. business practices and activities. As the Company is not listed on SGX, it is Access to Information not obliged to comply with the principles, Board meetings are scheduled quarterly guidelines and recommendations in to, inter alia, approve the Group’s the Code. This report is modelled on financial results. A Board meeting is but not in full compliance with the also scheduled at the end of each Code; it sets out the Company’s key financial year for Directors to consider corporate governance practices. the Group’s annual budget for the next financial year. In addition to Board’s Conduct of Affairs these scheduled meetings, Board The Board provides stewardship to, meetings are held whenever the and oversees the overall strategy Board’s guidance is required. To give and business direction of the Group. Directors the opportunity of having In addition to its statutory duties, in-depth discussions with Management the Board: on the Group’s longer-term strategies, a Board retreat is held annually. • provides entrepreneurial leadership, Members of the Board are provided sets strategic objectives, and with relevant information prior to ensures that the necessary Board meetings and on an ongoing resources are in place for the basis so as to enable them to make Group to meet its objectives; informed decisions to discharge • establishes and maintains a guiding their duties and responsibilities. framework of prudent and effective controls to enable risks to be The Board has separate and independent assessed, managed and contained access to senior Management. Where in order to safeguard shareholder’s necessary, in the furtherance of the interests and the Group’s assets; relevant Director’s duties, the Director • reviews Management’s performance; can seek independent professional • identifies the key stakeholder advice at the Company’s expense. groups and recognises that their As part of the Company’s continuing perceptions affect the Group’s education for all Directors, the Company reputation; Secretary circulates, to the Board, • sets the Group’s values and articles, reports and press releases standards (including ethical which are relevant to the Group’s standards), and ensures that businesses. In addition, Directors obligations to all stakeholders are regularly updated on changes are understood and met; and to applicable laws, regulations and • considers sustainability issues, accounting standards. The Company e.g. environmental and social Secretary informs Directors of relevant factors, as a component of its upcoming conferences, courses strategic formulation. and seminars.
22 Assuring Sound Governance
Governance: Corporate Governance
Management conducts a which sets out, inter alia, Nominating and comprehensive and tailored each Board Committee’s terms Remuneration Committee induction and orientation of reference, composition The main functions of the NRC are programme for newly appointed and responsibilities. as follows: Directors. This programme includes briefings on the businesses and Audit and Risk Committee • to formulate and review the Board corporate units of the Group, A majority of the ARC members succession plans for Directors its strategic plans and objectives, have accounting, finance and senior Management; key business risks, the regulatory qualifications or work experience. • to recommend to the Board, on environment, its financial performance, an annual basis, various processes meetings with the Group’s senior The primary function of the ARC for the evaluation of the Management team and site visits. is to assist the Board in fulfilling its performance of the Board, the First-time Directors will also be oversight responsibility pertaining Board Committees and each provided with comprehensive to the systems of internal controls individual Director as well as the training on their roles, duties including financial, operational, Chief Executive Officer (CEO); and obligations as Directors. compliance and information • to set objective performance technology controls, and risk criteria for individual Directors Ethics and Accountability management policies and systems, for the purposes of evaluation of the Group, established by the The Board is responsible for by the Chairman of the Board; Management and the Board. presenting to the shareholder, • to review and evaluate, on an The ARC also assists the Board in a balanced and transparent annual basis, the independence fulfilling its oversight responsibility assessment of the Company’s of Directors; pertaining to the Group’s risk and the Group’s performance, • to review annually, and profile, controls, policies and the positions and prospects. recommend the Board size effectiveness of the Group’s risk and composition of the Board The Board provides the shareholder management system. In order to and Board Committees; with quarterly and full-year financial do so, the ARC is supported by • to review and recommend to results which include a detailed the Risk Management Committee the Board the most suitable explanation and analysis of the to review the robustness of the candidates for appointment to Company’s performance, position risk management system and the Board and Board Committees; and prospects. Directors receive key enterprise-wide risks. • to review and recommend monthly operational and financial The ARC examines and reviews the to the Board the nomination, reports on the performance of each following items: appointment and promotion business unit and key corporate of the CEO; and departments. These monthly reports, • the quarterly financial statements • to approve all nominations, which include key performance prior to approving or recommending appointments and promotions indicators such as financial and their release to the Board for of senior Management. productivity indicators, are given approval, as applicable; to Directors to provide the Board • the annual audit plan of the In addition to the above, the NRC with a better view of each business external and internal auditors performs the following functions: unit’s performance. and the results of the audits • to assist the Board in implementing performed by them; To strengthen ethical business a formal and transparent • the non-audit services rendered conduct in the Group, the procedure for developing by the external auditor in Company has clearly defined and policies on remuneration connection with its review well-established whistle-blowing matters in the Company; of the independence and channels for reporting and • to review and recommend to objectivity of the external auditor; investigating any alleged improper the Board the remuneration • oversight of the Group’s internal conduct, including corruption. framework for compensation to audit function; each Director and the CEO; and Board Committees • the appointment, re-appointment • to review and approve the general and removal of the external framework of remuneration and Various Board Committees, namely auditor for recommendation specific remuneration packages the Audit and Risk Committee (ARC), to the Board and approving of senior Management. Nominating and Remuneration its remuneration; Committee (NRC), Executive • the independence of the external The remuneration packages Committee (EXCO) and Board auditor; and for the Board and the CEO are Safety and Security Committee • the Group’s Whistle-blowing ultimately approved by the Board. (BSSC), have been established Programme. No person is involved in deciding to assist the Board in discharging his own remuneration. its responsibilities. Every Board The ARC typically meets at least The NRC typically meets at least Committee has its own Charter four times a year. four times a year.
23 SMRT Corporation Ltd Group Review 2017
Mobility at your service
Governance Executive Committee • establishing goals to enhance safety and security awareness Corporate The responsibilities of the EXCO include: Governance and culture within the Group; • approving transactions within • ensuring sufficient resource for designated financial limits in the safety and security functions; accordance to the Financial • reviewing the security framework Policy Manual (FPM); of the IT systems and operations, • acting on behalf of the Board in including defences against cyber urgent situations, when it is not threats; and feasible to convene a meeting • investigating into accidents, of the entire Board; and concerning safety and security, • evaluating and approving and ensuring that remedial proposed strategic investments, actions are implemented. divestments, acquisitions and The BSSC typically meets at least disposals of businesses and two times a year. assets and other similar corporate transactions relating to the core Board Developments and non-core businesses of the Company and its subsidiaries The Board has identified the which are within the designated following Board focus areas for financial limits in accordance the financial year ending 2018: to the FPM. • Establishment of a Board Crisis The EXCO meets as often as may Management Framework be required. • Operational discipline towards excellence and enhanced rail Board Safety and Security Committee reliability and safety • Business Model Innovation – The BSSC assists the Board in fulfilling Urban Mobility its oversight responsibilities by: • Alignment of Management’s • putting in place a safety and KPIs to reliability and growth security-related framework which • Investments that build on the complies with laws and regulations Group’s core competency and ensuring that procedures • Use of technology for operational and processes will be in place effectiveness and efficiency for such compliance; • Stakeholders’ engagement strategies
Composition of Boards+ and Board Committees Nominating and Board Safety Audit and Remuneration Executive and Security Board Members Risk Committee Committee* Committee Committee^ Mr Seah Moon Ming (Chairman)#@ – Chairman Chairman – Mr Desmond Kuek Bak Chye (CEO)#@ – – Member – Mr Lee Fook Sun# Chairman – Member – Mr Lee Ling Wee@ – – – – Mr Lee Seow Hiang# – Member Member – Mdm Moliah Hashim@ – Member – – Dr Philip Nalliah Pillai#@ – – – Member Mr Quek Gim Pew@ – – – Member Mr Peter Tan Boon Heng# Member – – – Mr Tan Ek Kia#@ Member Member Member Chairman Mr William Tan Seng Koon@ – – – Member Mr Yap Kim Wah#@ Member – – Member
+ Composition of Boards is as of 31 December 2017 * Mdm Moliah Hashim is the co-opted member of the NRC # Board member of SMRT Corporation Ltd @ Board member of SMRT Trains Ltd. ^ BSSC was constituted on 8 February 2018
24 Assuring Sound Governance
Governance: Key Dynamics and Risk Management
Governance Management and Line Units to promote tighter safety-operation integration, ground engagement, Key Dynamics and to deepen ties within and Risk and amongst business units. Security platforms at all levels Management institutionalise policies, procedures and practices aimed at incorporating security into our daily operations. SMRT Risk Management Process We actively engage in a network of inter-agency and international collaborations, such as with Communication and consultation the Public Transport Security Committee, Protective Security Establishing Risk Risk Risk Develop Workgroup, Crisis Consequence the Context Identification * Analysis * Evaluation * Action Plans Management Workgroup, Public Vigilance & Education Define external Find, recognise Understand Evaluate the Develop Training Workgroup and the and internal and describe the causes risk against action plans UITP Security Commission. parameters to a risk and sources of predetermined to mitigate risk We regularly conduct security be considered risk, potential criteria when managing impact and vulnerability studies to assess risk likelihood of the risks in our infrastructure risk occurring and network. Identified gaps in security are managed Test*, monitor and review through structure and system enhancements. We have started * Risk assessment to use active surveillance systems such as Video Analytics CCTVs to augment the overall security of all our depots. Supervisory The Risk Management Process, for safe operations. The Company checks, security inspections based on the ISO 31000:2009 adopts a risk-based maintenance and Red Teaming exercises are Risk Management – Principles and approach supported by automated constantly conducted by both Guidelines, enables the Company to condition monitoring and tracking Premise Managers and our deal with business and operational systems. This enables us to anticipate Security Operations Team to uncertainties by identifying key risks required maintenance interventions validate effectiveness of security and implementing the appropriate early as we continue to conduct systems, ensure compliance with mitigating plans and actions. Key existing corrective and preventive security procedures under the steps are outlined above. maintenance regimes designed Code of Practice (CP 1 and 6), to identify and address potential and check the operational Safety, Security and Business technical issues before they functionality of security equipment. Continuity Risks become system-level risks. We aim Safety is a core value the Company to inculcate a shared vision of a We maintain organisational embraces to protect commuters and Zero Security Breach operating vigilance and readiness through employees as we deliver a public environment, shaped by our three drill exercises that help us to transport service that is safe, reliable principles of strong leadership, enhance our capacity to handle and customer-centric. Our safety individual commitment and potential threats including system is reviewed constantly to system discipline. terrorism, as well as through the validation of our business mitigate any risk in the changing A Safety and Security Steering continuity plans. Inter-agency environment. Before commencing Committee, chaired by the Group collaboration, with key ministries their roles, all our employees are CEO, oversees and governs the and agencies including the trained for competency, to adhere Company’s safety and security. Singapore Police Force, Singapore to authorised instructions and This is cascaded to the respective Armed Forces and Singapore honed on safety awareness. business units and division meetings. Civil Defence Force, is central A Technical Safety Board was Division Safety Officers directly assist in such exercises. established in 2014 to review the divisions in planning, organising, modifications of our transport directing, coordinating and evaluating The Company is certified ISO system and protect the design all safety efforts within the divisions, 9001, ISO 14001 and OHSAS integrity of equipment and facilities serving as a conduit between 18001, underscoring our
25 SMRT Corporation Ltd Group Review 2017
Mobility at your service
Governance commitment to adopt international We adapt to the changing needs standards and best practices in of our workforce as it ages. SMRT Key Dynamics and Risk Management quality, health, safety and environmental has partnered National Transport management. We are also certified Workers’ Union (NTWU) to address ISO 22301 in Business Continuity the implications of our ageing Management Systems. workforce and also with the Fullerton Health Group in implementing Workforce Health Risks initiatives such as free flu vaccinations, The Company works to align our on-site physiotherapy and a chronic People, Processes and Technology disease management programme. to meet both immediate and SMRT also partnered UniSIM on strategic challenges, by reinforcing age management research to a workplace culture of integrity, enhance the work environment for discipline and accountability, sustaining mature employees. Various design staff engagement, and boosting enhancements have been made to staffing and competency levels. leverage automation and ergonomics to transform existing jobs, processes We have strengthened our suite of and equipment to improve posture, leadership programmes, complemented illumination, visibility and safety. by on-the-job coaching facilitated by DuPont Sustainable Solutions. Regulatory and Operational Risks We have optimised the structure The Group’s train, bus and taxi and processes of our work teams for operations are subject to extensive greater efficiency (e.g. delayering to regulation by the authorities and streamline reporting lines to enable the Public Transport Council (PTC). better line-of-sight between managers Fares charged by SMRT Trains and and their teams). SMRT Light Rail require the approval We continue to engage our workforce of PTC. However, this is not the case through regular touchpoints such for SMRT Buses which comes under as townhalls, dialogue sessions the Bus Contracting Model (BCM). and internal feedback platforms, In our rail operations, SMRT is and maintain open two-way required to comply with the communication channels. Asset Management Requirements, The Company strives to deepen Key Performance Indicators, employees’ competencies to deliver Operating Performance Standards high standards of rail reliability, and Maintenance Performance with programmes such as the SMRT Standards governing train service Train Engineer Professionalisation delivery, train punctuality, safety and programme and Engineering equipment reliability and is subject Maintenance Manager career scheme. to financial penalties as set out in the Company Overview in the event of We continually enhance our non-compliance. As a rail operator, training capability with new SMRT also complies with various courses and training systems, Codes of Practices issued by LTA such as the Singapore Bus Training and other agencies. and Evaluation Centre, Singapore’s first team-based bus training centre. The Bus Service Operating Licenses for SMRT continues to partner LTA SMRT Buses expired on 31 August 2016. and other industry partners and From 1 September 2016, the LTA academic institutions, both locally completed the transition of the and globally, to launch initiatives public bus industry into the BCM, such as the Chartership in Railway formerly known as the Government and Transportation Engineering, Contracting Model. LTA oversees Postgraduate Certificate in Urban bus services and service standards Railway Engineering, and the and pays a service fee to bus set-up of Singapore Rail Academy, service operators. All fare revenue in support of the national effort is retained by the Government. CLICK HERE to raise rail competency levels FOR MORE ABOUT in Singapore. OUR WORKFORCE
26 Assuring Sound Governance
Governance: Key Dynamics and Risk Management
Under BCM, LTA owns all operating increasingly stringent. SMRT Taxis Investment activities relating to assets (except for our SMRT-owned works closely with the regulatory acquisitions or investments in buses and Woodlands Depot, which authorities to keep abreast of business entities are supported are leased to LTA via availability fees) developments and policies that by experienced employees and, and collect all fare revenue. LTA has may affect our businesses and where necessary, by external bundled Singapore’s bus services the competitive landscape, professionals for specialised into 14 bus packages; three packages especially from the Private Hire services. The Group adopts a (20%) were tendered out with each Vehicle trade. SMRT Taxis adopts disciplined approach in investment contract lasting for five to seven competitive marketing strategies evaluation and decision-making years and the remaining 11 packages to attract and retain its taxi aligned with the Group’s strategy (80%) were negotiated with incumbent partners while it cultivates and and investment objectives. Business operators and run for a period of forges long-lasting partnerships proposals for such activities are also two to 10 years. When the negotiated to strengthen the business. guided by operational and financial contracts expire, the bus services procedures and presented to the in the 11 packages will be gradually Energy Cost Risks Management and, where relevant, tendered out. The Group is exposed to the Board for approval. fluctuating oil prices, which Bus operators will bid for bus routes Financial Risks by packages through a competitive affect its energy costs. The Group tendering process, and be paid a mitigates the effects of electricity The Group’s activities are service fee based on cost per km to price fluctuations by entering into exposed to a variety of financial operate the bus services. Additional fixed price electricity contracts over risks including credit, foreign incentives can be earned based on fixed tenures where appropriate. currency, market, interest rate service performance while penalties The Group may, where deemed and liquidity risks. The Group’s are levied for not meeting the appropriate, engage in short- risk management strategy service standards. term diesel hedging contracts to features a system of controls to partially mitigate any diesel price create an acceptable balance To excel in the BCM League, fluctuations. Where appropriate, between the cost of risks occurring SMRT established action plans to foreign exchange contracts are and the cost of managing the risks. continue our efforts on productivity created to mitigate any currency The Audit and Risk Committee improvement and cost management, risk from the purchase of diesel oversees the Group’s financial risk such as ensuring sufficient Bus in a foreign currency. Such hedging management process through Captains and buses to run the practices adhere to the Group’s timely reviews of the adequacy bus services with a spares pool for Dealing Mandate approved by and effectiveness of the financial contingency. SMRT will continue to the Board of Directors. In addition, risk management policy, tools, strengthen our identity and develop the Group engages in fuel- practices, strategies and treatments. our workforce as a key differentiator conservation and fuel-efficiency through career schemes to enhance efforts, including conducting Property and Liability Risks our competitiveness. feasibility studies for alternate The Group has an insurance SMRT Taxis operates under the energy resources and emerging programme with reputable Taxi Service Operator Licence and technologies, to efficiently insurance companies to insure is required to comply with the manage electricity utilisation its exposure to property damage, Quality of Service (QoS), Taxi throughout the organisation. terrorism and sabotage, business Availability (TA) standards, codes interruption and general liability Investment Risks and audit requirements. While the risks. Professional indemnity QoS standards monitor the level The Group’s investment risks insurance is also undertaken in of service and safety performance relate largely to capital respect of professional advice delivered by taxi operators and investments made for the and services rendered by the drivers to ensure commuters’ maintenance of operating assets, Group. The Group adopts a satisfaction, the TA standards and acquisitions or investments proactive approach, with advice are set to ensure an adequate in business entities. The capital and recommendations from its taxi supply on the road especially investment projects, including appointed insurance brokers. during peak periods through the selection of suppliers and Risk exposure is reviewed improving the availability of taxis contractors, are subject to periodically to ensure that SMRT’s to serve commuters. Likewise, financial procedures and internal insurance coverage continues to new vehicle purchase is also subject selection criteria for the purpose be appropriate and adequate in to other policies like the Certificate of expenditure control. light of the cost of premiums and of Entitlement, Vehicular Emission the relevant risk profiles of the Scheme and European emission Group’s businesses. standards which are becoming
27 Portfolio A network of transport solutions
As Singapore’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 Bukit Panjang 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 Kim Chuan Depot 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 Light Rail 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 Rapid Transit 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.
30 Developing Strong Capability
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 Land Transport Authority’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
31 SMRT Corporation Ltd Group Review 2017
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.
32 Developing Strong Capability
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
34 Developing Strong Capability
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 (Southeast Asia) 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 Yishun 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 Punggol 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 Palembang 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 Sumatra, 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 Jakarta 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 Sentosa 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.
52 Developing Strong Capability
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.
53 SMRT Corporation Ltd Group Review 2017
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
54 Developing Strong Capability
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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Mobility at your service
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.
56 Developing Strong Capability
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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Mobility at your service
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 Bishan Depot, 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 1 0 2 0 1 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. o sors i o sors i Water Conservation Opened in 2017, the new 26-hectare Tuas Depot features a unique and green train wash. The fully automated system is 1 2 the first of its kind to harvest rainwater as a supplementary Ena lin Mo ilit Social Services Ena lin Mo ilit Social Services Education t e Arts and t ers Pu lic Education water source. Water is also Environmental Sustaina ilit ational Events and t e Arts recycled after each wash, and Environmental Sustaina ilit Newater is used in the final rinse.
58 Developing Strong Capability
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 Jurong 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
60 Developing Strong Capability
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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61 SMRT CORPORATION LTD 251 North Bridge Road Singapore 179102 Telephone: (65) 6331 1000 www.smrt.com.sg