Group Review 2018/2019 Group Review 2018/2019 Moving People Enhancing Lives 01

Moving People

SMRT CORPORATION LTD Enhancing Lives GROUP REVIEW 2018/2019 GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 01

SMRT Corporation Developing in Brief 02 Strong Capability Building a Forward-looking Strategy

20 24

OUR VISION Moving People 06

Serving Our Enhancing Lives Community 48

COMPANY PROFILE OUR CORE VALUES CONTENTS

SMRT Corporation Ltd (SMRT) is a Integrity SMRT Corporation in Brief Developing Strong Capability public transport service provider. Safety and Service Milestones 02 SMRT Trains 20 Our primary business is to manage Highlights 04 Roads 24 Excellence – SMRT Buses and operate train services on the North-South Line, East-West Line, – SMRT Taxis Building a Forward-looking Strategy – SMRT Automotive Services the Circle Line, the Thomson-East Visit our corporate – Strides Transportation Coast Line (operational in 2019) and website for more Chairman’s Message 06 Engineering 32 the Bukit Panjang Light Rail Transit. information at: CEO’s Message 08 www.smrt.com.sg Experience 36 This is complemented by our bus, Our Focus & Our Four taxi and private hire vehicle services. Join us at Business Groups 10 Our People 42

SMRTCorpSG Board of Directors 12 We have set our core values to be @SMRT_Singapore Senior Management 14 Serving Our Community Integrity, Safety and Service, and SMRT Corporate Social Responsibility 50 Excellence. SMRT is committed to provide safe, reliable and comfortable SMRT Corporation Ltd Ensuring Sound Governance Commuter Engagement 54 service for our commuters. @SMRTSingapore Key Dynamics and Risk Management 16 Awards and Accolades 55

GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 01

SMRT Corporation Developing in Brief 02 Strong Capability Building a Forward-looking Strategy

20 24

OUR VISION Moving People 06

Serving Our Enhancing Lives Community 48

COMPANY PROFILE OUR CORE VALUES CONTENTS

02 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 03 SMRT CORPORATION IN BRIEF

1980s 2005 2011 2014 2017 TRAINS COMMERCIAL TRAINS CORPORATE TRAINS ƭ 6LQJDSRUH0DVV5DSLG7UDQVLW 057 ƭ 5DIIOHV;FKDQJHWKHILUVW057VWDWLRQ ƭ 7UDLQVHUYLFHIURP&DOGHFRWW ƭ 6057&RUSLQWURGXFHV ƭ 60577UDLQVFHOHEUDWHV\HDUVRI is incorporated. to be redeveloped for transit retail, is to HarbourFront CCL stations Adopt-a-Station/ MRT operations. ƭ 6LQJDSRUHƦVILUVW057V\VWHPEHJLQV launched. commences, marking the completion Adopt-an-Interchange, ƭ 6OHHSHUDQGSRZHUUDLOUHSODFHPHQW operations with inaugural service of the line. a community outreach works on the NSEWL are completed. programme with local between Yio Chu Kang and Toa Payoh BUSES ƭ 7ULDORIWKHQHZVLJQDOOLQJV\VWHPRQWKH on the North-South Line (NSL). 2006 ƭ 6057%XVHVDGGV0$1$ schools. CORPORATE NSL begins. low-floor, wheelchair-accessible, TRAINS ƭ )LIWHHQPRUHVWDWLRQVRSHQDQGWKH ƭ 6057&LWLEDQN9,6$FUHGLWDQG single-deck buses to its fleet. ƭ 60577UDLQVFURVVHVWKH ƭ 7KH7XDV:HVW([WHQVLRQRSHQVDGGLQJ MRT system is officially launched by debit cards with EZ-link functions, landmark of 10 billion four new stations on the EWL. SMRT Singapore’s first Prime Minister, the a first-of-its-kind travel rewards TAXIS passenger journeys carried. Trains is awarded the Thomson-East late Mr Lee Kuan Yew. programme, is launched. ƭ 6057ƦV‘Book a Taxi’ smartphone Coast Line (TEL) contract to operate and application makes it easier to BUSES maintain the line in stages from 2019 for book a cab on the go. ƭ 6057%XVHVSURJUHVVLYHO\ an initial nine-year period. TEL will add 2008 ƭ 60577D[LVDGGV&KHYUROHW installs buses with NPDQGQHZVWDWLRQVWRWKHH[LVWLQJ CORPORATE Epica to its fleet. telematics solutions to train network. 1990s ƭ 7KH*LIWRI0RELOLW\3URJUDPPHLV encourage safe and eco- TRAINS launched to provide taxi services for friendly driving. BUSES ƭ %RRQ/D\057VWDWLRQRQWKH(DVW individuals with physical disabilities. ƭ 6057%XVHVRSHQV%XNLW3DQMDQJ West Line (EWL) opens, marking ƭ 6057VLJQVD0HPRUDQGXP Integrated Transport Hub, its first the completion of the system. ƭ ‘SMRT is Green’ is launched of Understanding (MoU) integrated transport hub, with a host of organisation-wide as a commitment with e2i and National ƭ 7KH16/LVH[WHQGHGWR 2012 innovative, commuter-friendly features. to environmental sustainability, Transport Workers’ Union Woodlands, completing the loop. TRAINS which includes initiatives to green ƭ 7UDLQVHUYLFHIURP%D\IURQWWR0DULQD%D\ to jointly develop and TAXIS ƭ 6LQJDSRUHƦVILUVWOLJKWUDLOV\VWHP our fleet. CCL stations commences. operate the first Bus Career ƭ 60577D[LVSDUWQHUVZLWK*UDEHQDEOLQJ the Bukit Panjang Light Rail Transit all SMRT Taxis’ drivers to use Grab for taxi BUSES Development Centre. (LRT), opens for passenger service. COMMERCIAL bookings and dynamic fixed fares. ƭ 6057%XVHVSXWV6RXWKHDVW$VLDƦV ƭ 6057$OSKDDMRLQWYHQWXUHEHWZHHQ first Euro-V compliant bus on the SMRT Investments and Alpha Plus ƭ 6WULGHV7UDQVSRUWDWLRQHVWDEOLVKHVLWV roads. Investments, wins the bid to operate and first overseas joint venture, SMRT Strides manage the retail mall at Sports Hub. Toyotsu Alliance, in Yangon, offering TAXIS limousine and car rental services. 2000 ƭ 60577D[LVGHEXWV6057(FRWD[LV ENGINEERING SERVICES CORPORATE which use compressed natural gas. ƭ 6057,QWHUQDWLRQDOSURYLGHVWHFKQLFDO ƭ 6057&RUSRUDWLRQ/WG 6057&RUS advisory services on an LRT system for is listed on Singapore Exchange COMMERCIAL the Republic of Mauritius. (SGX). ƭ &KRD&KX.DQJ;FKDQJH6057ƦV first transit retail development in the heartlands, opens. 2018 CORPORATE ƭ 6057FROODERUDWHVZLWK Singapore Red Cross’ Community Health on Wheels, a community-based mobile Milestones health programme that reaches out to the elderly in the heartlands. TRAINS ƭ 6057DQG/7$FRPPHQFH works to renew and enhance the power supply system on 2010 2013 the NSEWL. BUSES CORPORATE AND TRAINS ƭ 6057%XVHVDGGV(XUR9 ƭ :RRGODQGV057VWDWLRQLVWKHILUVW057 ƭ 6057ODXQFKHVILUVW&WUDLQV Mercedes-Benz Citaro station in Singapore to be awarded the from Bishan Depot. ZKLFKKDVJUHDWHUIXHO Building and Construction Authority’s ƭ 5HQHZDOZRUNVIRUWKH efficiency and full low-floor Green Mark (Gold). 2016 Bukit Panjang LRT system for smoother passenger flow, CORPORATE AND TRAINS commence. 2004 TRAINS ƭ 6HYHQ60577UDLQVHQJLQHHUVDUHDFFUHGLWHG CORPORATE to its bus fleet. ƭ 60577UDLQVHPEDUNVRQDPXOWL\HDU 2015 as Singapore’s first Chartered Engineers BUSES ƭ 7KH6057&RUSRUDWH COMMERCIAL Sleeper Replacement Project to ƭ &KRD&KX.DQJ%XV Volunteer Programme is CORPORATE, TRAINS AND BUSES. in Railway and Transportation Engineering. ƭ (VSODQDGH;FKDQJHRSHQV improve journey times and provide ƭ 6057FHOHEUDWHV6*ZLWKIUHHWUDYHORQ Interchange opens, offering the created with the aim of on the CCL. commuters with a smoother ride. CORPORATE first one-stop service centre in building a more inclusive SMRT trains and buses. ƭ 6057&RUSLVGHOLVWHGIURP6*;RQ2FWREHU ƭ 60570HGLDH[SDQGVLQWR ƭ 60577UDLQVHPEDUNVRQDKROLVWLF a bus interchange. society. CORPORATE ƭ 7KH-XURQJ+HDOWK0RELOLW\3DUNVSRQVRUHGE\ digital media to offer greater network-wide predictive maintenance ƭ 6057&RUSVSRQVRUVWKH%LVKDQ$QJ0R.LR BUSES interactivity and vibrancy to regime on the North-South and SMRT, is the first of its kind in Singapore where ƭ 6HUYLFHWKHILUVW Inclusive Playground, which offers play life-size public transportation models help the network. East-West Lines (NSEWL), with the features that encourage inclusive play. SMRT cross-border introduction of new technologies. with patients’ rehabilitation. service for commuters ƭ 60577HPDVHN&DUHV$('RQ:KHHOV BUSES ƭ 7KHVHFRQGLQFOXVLYHSOD\JURXQGLVODXQFKHG WUDYHOOLQJWR-RKRU%DKUX is launched, a pilot programme where ƭ 0$1$EXVHVDUHDGGHGWRWKH in Ghim Moh. Malaysia, begins. 2009 Automated External Defibrillators (AEDs) CORPORATE fleet, increasing the fleet size to more are installed in 100 SMRT taxis. ƭ 6057&RUSƦVLQDXJXUDO*UHHQ)RUXPIRUWKH ƭ 6057,QVWLWXWHDQDFFUHGLWHG than 1,200 buses. sharing of sustainability practices is launched. ƭ 6057&RUSHVWDEOLVKHVDQ(QYLURQPHQWDO educational institution, is TAXIS TRAINS established to develop and deliver Sustainability Committee to oversee green ƭ 60577D[LVLQWURGXFHVQHZ sustainability efforts. ƭ 60577UDLQVWUDQVLWLRQVWRWKH1HZ5DLO 2002 2003 transport-related training and wheelchair-enabled London cabs Financing Framework on 1 October, following TRAINS TAXIS education services. and 600 Prius Hybrid taxis to its fleet. TRAINS shareholders’ vote at the Extraordinary ƭ 7KH60577UDLQV(QJLQHHULQJ3URJUDPPHLV ƭ &KDQJL$LUSRUW ƭ 6057&RUSDWWDLQV ƭ 6057&RUSDFKLHYHV,62 COMMERCIAL General Meeting on 29 September. MRT Station ISO 9001:2000 certification for its Environmental launched to develop a sustainable pipeline ƭ :RRGODQGV;FKDQJHRSHQVDQG of engineering professionals. TAXIS opens. certification for achieving Management System. tenants are the first shop owners in ƭ 6057ƦVSULYDWHKLUHYHKLFOHEXVLQHVV quality standards in the BUSES TRAINS Singapore to be certified with the Strides Transportation, is launched, offering 2001 provision of taxi services. ƭ 6LQJDSRUHƦVIRXUWKUDLOOLQH&LUFOH Project: Eco-Shop label, which was ƭ 6LQJDSRUH%XV7UDLQLQJDQG(YDOXDWLRQ limousine services, chauffeur services CORPORATE Line (CCL), commences service jointly developed by SMRT and the Centre, Singapore’s first team-based bus and car rental services. ƭ 6057&RUSODXQFKHVLWV/HDUQLQJ-RXUQH\ from Bartley to Marymount. Singapore Environment Council. training centre, opens. Programme in collaboration with the Ministry ENGINEERING SERVICES ENGINEERING SERVICES COMMERCIAL of Education. BUSES ƭ 2getthere Asia, a joint venture between ƭ :KHHOFKDLU$FFHVVLEOH%XV ƭ 6057(QJLQHHULQJZLQVWKH ƭ .DOODQJ:DYH0DOOPDQDJHGE\6057$OSKD SMRT Services and 2 Getthere, is set up BUSES services are introduced, contract to install Automatic Fare opens. to market, install, operate and maintain ƭ 6057&RUSDQG7,%6+ROGLQJVPHUJHFUHDWLQJ expanding transport options for Collection faregates for the ƭ 6057$GYHUWLVLQJ 3URSHUWLHVDQG Automated Vehicle systems for customers Singapore’s first multi-modal company. mobility-challenged commuters. Tuas West Extension. The X Collective are incorporated. in Singapore and the Asia-Pacific region. 04 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 05 SMRT CORPORATION IN BRIEF

COMMUNITY HIGHLIGHTS

HEALTH & SAFETY 228 Close to 1.4 Units of Blood $2 million Employee Donated Cash and in-kind sponsorships. Accident Frequency In two successful blood donation drives at Raffles Place MRT Station Rate (AFR) FRQFRXUVHLQ

Employee accident frequency rate is significantly below the accident frequency rate for the Logistics and Transport sector. According to statistics from the Workplace Safety and Health Institute, Singapore, the OPERATIONAL EXCELLENCE accident frequency rate for the industry ZDVDVDWHQGRI

CUSTOMER SATISFACTION New facilities opened:

Trains 63.4 ƭ 5DLO2SHUDWLRQV&HQWUH 52& ZKLFKKRXVHVWKH NSEWL and CCL OCC*

ƭ &KRD&KX.DQJ%XV,QWHUFKDQJH Trains 97.2 Buses 67.3 * The Maintenance Operations Centre currently located at Bishan Depot will also be moved to the ROC.

Buses 97.7 Taxis 72.1

Results from the Customer Satisfaction Index Results from the Public Transport of Singapore (average score 0–100) by the Customer Satisfaction Survey by the Institute of Service Excellence, Singapore Public Transport Council. Management University.

Over 1,400 Kaizen projects are in various stages of implementation. 06 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 07 BUILDING A FORWARD-LOOKING STRATEGY

CHAIRMAN’S MESSAGE

SMRT has been working on the The Board and Management are firmly committed to establishing high following three focus areas: standards of corporate governance, which is anchored on a robust 1. Continuous improvement in framework with effective internal controls, checks and balances and a operations, maintenance, set of common values embedded in every aspect of our work. . . . We service performance and “

engineering capability; are working to further tighten our corporate, functional and operational

2. Gold standards in corporate governance so that our drive towards service excellence and better and operational governance; business outcomes will be done professionally, legally and ethically. “ and 3URDFWLYHVWDNHKROGHU engagement to build trust and garner support. SMRT Trains’ supply chain service excellence and better 7+$1.<28 to produce a more effective business outcomes will be :25.,1*72:$5'6 operating capability so as to done professionally, legally I would like to thank our commuters CONTINUOUS IMPROVEMENT IN better serve our commuters. This and ethically. and various stakeholders for their OPERATIONS, MAINTENANCE, is critical to train reliability and patience and understanding as SERVICE PERFORMANCE AND more cost-effective running of we work to provide safe, reliable ENGINEERING CAPABILITY our Trains business. (1*$*,1*67$.(+2/'(56 and commuter-centric public TO BUILD TRUST AND SUPPORT transport services. This year, we have seen significant ATTAINING GOLD STANDARDS improvements on our journey IN CORPORATE GOVERNANCE We recognise that SMRT would I would also like to express my to sustained reliability, safety AND OPERATIONS not be where we are today without gratitude to the Board for their and customer satisfaction. This the support of our stakeholders. unstinting support. Our new Group has been possible because of festive cheer to our stations. These Since introducing Kaizen at The Board and Management are This strong stakeholder support is CEO, Neo Kian Hong is on board and the concerted effort of our little touches will go a long way 6057LQ)HEUXDU\ZHVHH firmly committed to establishing one that we value and diligently settling in well. I deeply appreciate employees and the patience towards building relationships a greater sense of ownership high standards of corporate work to engage our stakeholders the commitment and dedication of and support especially from you, between our commuters, our in our employees when they governance, which is anchored – our commuters, our shareholder, the CEO, Management, staff and our commuters. community and the public are carrying out their work. We on a robust framework with our regulator, our staff, our union leaders to take SMRT to new transport providers. are heartened by their efforts effective internal controls, checks union, our community, our board heights. You have my unwavering The commuter is at the heart of all to improve themselves and the and balances and a set of members and our management support. I look forward to working that we do. As part of our initiatives In February 2019, the Public work they do to achieve higher common values embedded in team. Close collaboration and together with you to continue directed at customer satisfaction, Transport Customer Satisfaction productivity. At the end of every aspect of our work. The constant engagement provide building the trust and confidence ZHDSSRLQWHGLQ)HEUXDU\ Survey conducted by the Public 0DUFKRYHUKaizen Group’s corporate governance us with timely feedback and of our commuting public. the Commuter Engagement Office. Transport Council showed an projects were in various stages guidelines and practices are better enable us to work towards We put ourselves in your shoes. overall improvement in satisfaction of implementation. This is regularly reviewed to ensure meeting the expectations of our Our station staff took the first step with our MRT and bus services. a good start. they meet high standards of diverse stakeholders. We strive to greet and smile at commuters. These results are encouraging, corporate governance. We for regular exchanges through Training has also been provided for heart-warming and inspiring for Our Kaizen efforts also include are working to further tighten open dialogues, meetings and our frontline staff to better assist our people. Moving forward, we optimising and transforming the our corporate, functional and frequent updates as part of our commuters with special needs. can expect more from our teams logistics and supply chain. We operational governance so efforts to establish strong, lasting 6($+02210,1* The team has brought music and at Trains and Buses. are rethinking and re-engineering that our drive towards relationships. Chairman 06 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 07 BUILDING A FORWARD-LOOKING STRATEGY

CHAIRMAN’S MESSAGE

engineering capability; are working to further tighten our corporate, functional and operational

2. Gold standards in corporate governance so that our drive towards service excellence and better and operational governance; business outcomes will be done professionally, legally and ethically. “ and 3URDFWLYHVWDNHKROGHU engagement to build trust and garner support. SMRT Trains’ supply chain service excellence and better 7+$1.<28 to produce a more effective business outcomes will be :25.,1*72:$5'6 operating capability so as to done professionally, legally I would like to thank our commuters CONTINUOUS IMPROVEMENT IN better serve our commuters. This and ethically. and various stakeholders for their OPERATIONS, MAINTENANCE, is critical to train reliability and patience and understanding as SERVICE PERFORMANCE AND more cost-effective running of we work to provide safe, reliable ENGINEERING CAPABILITY our Trains business. (1*$*,1*67$.(+2/'(56 and commuter-centric public TO BUILD TRUST AND SUPPORT transport services. This year, we have seen significant ATTAINING GOLD STANDARDS improvements on our journey IN CORPORATE GOVERNANCE We recognise that SMRT would I would also like to express my to sustained reliability, safety AND OPERATIONS not be where we are today without gratitude to the Board for their and customer satisfaction. This the support of our stakeholders. unstinting support. Our new Group has been possible because of festive cheer to our stations. These Since introducing Kaizen at The Board and Management are This strong stakeholder support is CEO, Neo Kian Hong is on board and the concerted effort of our little touches will go a long way 6057LQ)HEUXDU\ZHVHH firmly committed to establishing one that we value and diligently settling in well. I deeply appreciate employees and the patience towards building relationships a greater sense of ownership high standards of corporate work to engage our stakeholders the commitment and dedication of and support especially from you, between our commuters, our in our employees when they governance, which is anchored – our commuters, our shareholder, the CEO, Management, staff and our commuters. community and the public are carrying out their work. We on a robust framework with our regulator, our staff, our union leaders to take SMRT to new transport providers. are heartened by their efforts effective internal controls, checks union, our community, our board heights. You have my unwavering The commuter is at the heart of all to improve themselves and the and balances and a set of members and our management support. I look forward to working that we do. As part of our initiatives In February 2019, the Public work they do to achieve higher common values embedded in team. Close collaboration and together with you to continue directed at customer satisfaction, Transport Customer Satisfaction productivity. At the end of every aspect of our work. The constant engagement provide building the trust and confidence ZHDSSRLQWHGLQ)HEUXDU\ Survey conducted by the Public 0DUFKRYHUKaizen Group’s corporate governance us with timely feedback and of our commuting public. the Commuter Engagement Office. Transport Council showed an projects were in various stages guidelines and practices are better enable us to work towards We put ourselves in your shoes. overall improvement in satisfaction of implementation. This is regularly reviewed to ensure meeting the expectations of our Our station staff took the first step with our MRT and bus services. a good start. they meet high standards of diverse stakeholders. We strive to greet and smile at commuters. These results are encouraging, corporate governance. We for regular exchanges through Training has also been provided for heart-warming and inspiring for Our Kaizen efforts also include are working to further tighten open dialogues, meetings and our frontline staff to better assist our people. Moving forward, we optimising and transforming the our corporate, functional and frequent updates as part of our commuters with special needs. can expect more from our teams logistics and supply chain. We operational governance so efforts to establish strong, lasting 6($+02210,1* The team has brought music and at Trains and Buses. are rethinking and re-engineering that our drive towards relationships. Chairman 08 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 09 BUILDING A FORWARD-LOOKING STRATEGY

CEO’S MESSAGE A SAFETY-FIRST CULTURE We want our people to stay engineering capabilities and employable and to grow through establish a robust train ecosystem. The SMRT team puts safety first life-long learning. Everyone can be Together with ST Engineering and there are efforts throughout part of a future-ready workforce and SBS Transit, we are the organisation to develop a that will consistently serve our working towards establishing culture where safety mindfulness commuters well. The company will strong electronic card support is inculcated in every employee. walk with you on this journey of capabilities which leverage ZDVDSLYRWDO\HDUIRUXVDV We have also participated in life-long learning. existing engineering knowledge we systematically reviewed and several multi-agency exercises as and expertise to troubleshoot, identified ways to strengthen our part of security and emergency In our effort to continually improve, test, and repair the growing organisation structure, our key preparedness efforts. As Singapore we are identifying ways to enhance number of electronic cards that operations and the way we gears up its infrastructure towards performance and productivity. we use across the network. We work. We are going through becoming a Smart Nation, We are adopting digitalisation to also signed an MoU with Siemens operational and organisational cybersecurity is critical. SMRT strengthen collaboration across to be their electronic cards repair transformation and are highly has in place measures to counter teams, and improve our work agent for their local and regional focused on delivering safe and IT security risks, including the processes to raise our operational Siemens rail equipment. reliable public transport services. strengthening of SMRT’s cyber effectiveness. As we digitalise, we perimeter defences against are also taking the opportunity Our close collaboration with LTA unauthorised hacking and cyber- to change our mindsets to meet extends to joint efforts on life cycle TRANSFORMING YOUR JOURNEY attack incidents. evolving business demands and management, asset upgrades customers’ needs. and renewal; as well as LTA SMRT has acted on our mission employees’ attachments to SMRT, outcomes of Reliability, Sustainability EMBRACING DIGITAL With the wide availability and and vice versa. This is to promote and Continuous Improvement. The TRANSFORMATION use of data as a catalyst for a strong understanding and focus will be on improving reliability, innovation, emphasis is placed teamwork across the Design, Build, running strong operations and The emergence of new on harnessing its value to provide Operate and Maintain (DBOM) developing new capabilities. In the 1 million MKBF mark. We hope of the organisation. Without them, technologies has transformed the greater insights for better decision- value chain for the overall benefit April 2019, we reorganised SMRT to emulate this achievement Working 24/7 For Your Journey way we do our work. For example, making. Leveraging data analytics, of our commuters. into four business groups – Trains, across our other lines. would not be possible. We recognise data analytics and real-time businesses and processes can Roads, Engineering and Experience, and appreciate each and every monitoring tools allow us to predict be more proactive in the areas supported by Corporate Services. In addition we have recently employee’s effort and contribution. and prevent impending failures. To of customer services, asset $:25'2)7+$1.6 With the formation of the Engineering focused on Service as an integral remain relevant, our people must management and maintenance. Group, we are focused on building part of our business. Across the Continual upgrading is one way we continually upskill and re-skill. This I would like to thank the Board stronger capabilities in terms of rail company, we have begun to identify develop our people and identify is a key priority of this company. We are also enhancing our training of Directors for their support and engineering, logistics and training, and work on ways to elevate service opportunities to help each of to better prepare our employees guidance. To my management primarily for the Trains Group. quality at SMRT. We are focused on them realise their potential. With Earlier this year, we signed two with new skills in line with our team and employees, thank you understanding our customers’ needs progressive Human Resource Memoranda of Understanding digitalisation roadmap. We are for your passion and commitment As the dominant rail operator in and defining service standards practices, we also create an (MoU) with the National Transport working closely with the National to our commuters and SMRT. Singapore, we have a responsibility to meet customer needs. This environment that promotes Workers’ Union (NTWU) to raise Transport Workers’ Union and I would also like to extend my to sustain the high reliability of underscores our commitment to engagement as a key driver of a the competencies of our people the Industry Transformation appreciation to the union leaders our MRT system. An international and the emphasis we place on high-performing workforce. We in SMRT Trains and SMRT Buses. Map Committee to implement for your continued support. Let us measure for reliability is the Mean service delivery to better enhance engage our people, and expect Some examples of our training measures to engage and support all remain focused on our mission Kilometres Between Failure (MKBF) – your travel experience with us. every level of management to do plans include the Multi-Track our employees to embrace of Moving People, Enhancing Lives. the number of kilometres we clock the same. We regularly visit our Career Scheme, where our Roads new technologies. before incurring a single service employees at their work places to colleagues will learn to lead GHOD\ODVWLQJPRUHWKDQPLQXWHV DEVELOPING OUR PEOPLE & listen to them, encourage them and manage operations, and :25.,1*:,7+ Recently, the North-South Line was BUILDING COMPETENCIES TO and show our appreciation to support the maintenance of future STRATEGIC PARTNERS recognised as the “Most Improved SERVE YOU BETTER them. We see sustained and direct Autonomous Vehicle. Our Trains MRT Line” at the Land Transport engagement with the ground igniting colleagues will undergo enhanced We have strengthened our Excellence Awards and by the end Public transport is a people business passion and leading to a more on-the-job training by leveraging partnerships with LTA, academia 1(2.,$1+21* of March 2019, it had also crossed and our people form the backbone satisfied and engaged workforce. virtual technology. and the OEMs to deepen our Group Chief Executive Officer

08 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 09 BUILDING A FORWARD-LOOKING STRATEGY

10 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 11 BUILDING A FORWARD-LOOKING STRATEGY

Our Focus Our Four Business Groups

We are focused on operations and TRAINS See PDLQWHQDQFHDQGWKHGDLO\UHOLDELOLW\DQG page 20 availability of our trains. We are also making progress on train and track renewal works. :HDUHZRUNLQJWRZDUGVDFKLHYLQJWKH 0LOOLRQ0HDQ.LORPHWUHV%HWZHHQ)DLOXUH 0.%) WDUJHW

We also look to provide better commuter experience, and ensure safety and security. SMRT’s focus is on :HRYHUVHHWKHRSHUDWLRQVDQG delivering our mission ROADS See maintenance of Buses, Taxis, and page 24 outcomes of Reliability, $XWRPRWLYH6HUYLFHVWRDXJPHQWWKH MRT network, providing important first Sustainability and last mile connectivity. We also FRQVROLGDWHSULYDWHWUDQVSRUWJURZWK and Continuous initiatives under Strides Transportation.

Improvement. We OUR VISION have fundamentally reorganised SMRT Moving :HEXLOGFDSDELOLWLHVSULPDULO\IRUWKH ENGINEERING See into four business People Trains Group, in terms of engineering, page 32 logistics, digitalisation, training, groups – Trains, Enhancing and managing longer term new and Roads, Engineering Lives renewal projects. and Experience – and supported by Corporate Services.

:HFRQWULEXWHWRWKHQRQIDUHUHYHQXH EXPERIENCE See and profit of SMRT Corporation. page 36 :HKHOSVKDSHDSRVLWLYHFRPPXWHU H[SHULHQFHWKURXJKIUDPLQJDQGVWHHULQJ WKH60576HUYLFH6WUDWHJ\

Click here for Group Structure 12 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 13 BUILDING A FORWARD-LOOKING STRATEGY

BOARD OF DIRECTORS

Option 1

From left to right:

48(.*,03(:* :,//,$07$16(1*.221* /((6(2:+,$1*# /(()22.681#* 3+,/,31$//,$+3,//$,#*

1(2.,$1+21*#* $%8%$.$5%,102+'125# 02/,$++$6+,0* 7$1(..,$#* Group Chief Executive Officer Click here for Biographies # # # <$3.,0:$+ * 6($+02210,1* * LEE LING WEE* 3(7(57$1%221+(1* # Board member of SMRT Corporation Ltd Chairman *Board member of SMRT Trains Ltd. 14 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 15 BUILDING A FORWARD-LOOKING STRATEGY

SENIOR MANAGEMENT

From left to right:

GAN BOON JIN 7$1.,$1+(21* &,1'

KEY DYNAMICS AND RISK MANAGEMENT

We actively engage stakeholders We maintain organisational We have strengthened our SMRT Risk Management Process in a network of inter-agency vigilance and readiness suite of leadership programmes, Communication and consultation and international collaborations, through exercises that help and optimised the structure and such as with the Public Transport us to enhance our capability processes of our work teams for Recording and Reporting (VWDEOLVKLQJWKH Security Committee, Protective to handle potential threats greater efficiency (e.g. delayering Risk Identification * Risk Analysis * Risk Evaluation* Risk Treatment Context Security Workgroup, Crisis including terrorism, as well as to streamline reporting lines to Consequence Management through the validation of our enable better line-of-sight between Define external Find, recognise Understand Evaluate the Develop Workgroup, Public Vigilance & business continuity plans. Inter- managers and their teams). and internal and describe the causes and risk against control plans to Education Training Workgroup and agency collaboration, with key parameters to be a risk sources of risk, predetermined mitigate risk the UITP Security Commission. ministries and agencies including We continue to engage our considered when potential impact criteria the Singapore Police Force, workforce through regular managing risk and likelihood of We regularly conduct security Singapore Armed Forces and touchpoints such as townhalls, risk occurrence vulnerability studies to assess Singapore Civil Defence Force, dialogue sessions and internal the risks in our infrastructure and is central in such exercises. feedback platforms, and maintain Test, monitor and review network. Identified gaps in security open two-way communication * Risk Assessment are managed through structure The Company is certified ISO 9001, channels. and system enhancements. ,62DQG2+6$6 We have started to use active underscoring our commitment to The Company strives to deepen surveillance systems such as Video adopt international standards employees’ competencies to The Risk Management Process, trained for competency, to adhere three principles of strong leadership, Analytics CCTVs to augment the and best practices in quality, deliver high standards of rail EDVHGRQWKH,62 to authorised instructions and individual commitment and system overall security of all our depots. health, safety and environmental reliability, with programmes Risk Management – Principles be keenly aware of safety. discipline. Supervisory checks, security management. We are also certified such as the SMRT Train Engineer and Guidelines, enables the inspections and Red Teaming ,62LQ%XVLQHVV&RQWLQXLW\ Professionalisation programme Company to deal with business A Technical Safety Board was A Safety and Security Steering exercises are constantly conducted Management Systems. and Engineering Maintenance and operational uncertainties HVWDEOLVKHGLQWRUHYLHZ Committee, chaired by the Group by both Premise Managers and Manager career scheme. by identifying key risks and modifications of our transport CEO, oversees and governs the our Security Operations Team implementing the appropriate system and protect the design Company’s safety and security to validate the effectiveness of +80$15(6285&(5,6.6 We continually enhance our control plans and mitigating integrity of equipment and regimes. This is cascaded to the security systems, ensure compliance training capability with new courses measures. Key steps are facilities for safe operations. respective business units and with security procedures under the The Company works to align our and training systems, such as outlined above. The Company adopts a risk- division meetings. Division Safety Code of Practice (CP 1 and 6), and People, Processes and Technology the Singapore Bus Training and based maintenance approach Officers directly assist the divisions check the operational functionality to meet both immediate Evaluation Centre, Singapore’s first supported by automated condition in planning, organising, directing, of security equipment. and strategic challenges, by team-based bus training centre. SAFETY, SECURITY AND BUSINESS monitoring and tracking systems. coordinating and evaluating all reinforcing a workplace culture SMRT continues to partner Land &217,18,7<5,6.6 This enables us to anticipate safety efforts within the divisions, The security system also of integrity, discipline and Transport Authority and other required maintenance interventions serving as a conduit between encompasses the safeguarding accountability, sustaining staff industry partners and academic Safety is a core value the Company early as we continue to conduct Management and Line Units to of our environment against cyber engagement, and raising staffing institutions, both locally and embraces to protect commuters existing corrective and preventive promote tighter safety-operation threats. Several cyber security and competency levels. globally, to launch initiatives such and employees as we deliver a maintenance regimes designed integration, ground engagement, initiatives, including system as the Chartership in Railway public transport service that is safe, to identify and address potential and to deepen ties within and monitoring and incident response The Nominating and Remuneration and Transportation Engineering, reliable and customer-centric. Our technical issues before they amongst business units. Security via a Security Operations Centre, Board Committee oversees the Postgraduate Certificate in Urban safety system is reviewed constantly become system-level risks. We aim platforms at all levels institutionalise or cyber response exercises, have human resource strategy and Railway Engineering, and the set- to mitigate any risk in the changing to inculcate a shared vision of a policies, procedures and practices been implemented to enable the risks, management of talent pool up of Singapore Rail Academy, in environment. Before commencing Zero Security Breach operating aimed at incorporating security Company to better respond to the and development, as well as support of the national effort to raise their roles, all our employees are environment, shaped by our into our daily operations. fast-evolving threat landscape. leadership succession. rail competency levels in Singapore. 16 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 17 ENSURING SOUND GOVERNANCE

KEY DYNAMICS AND RISK MANAGEMENT

We actively engage stakeholders We maintain organisational We have strengthened our SMRT Risk Management Process in a network of inter-agency vigilance and readiness suite of leadership programmes, Communication and consultation and international collaborations, through exercises that help and optimised the structure and such as with the Public Transport us to enhance our capability processes of our work teams for Recording and Reporting (VWDEOLVKLQJWKH Security Committee, Protective to handle potential threats greater efficiency (e.g. delayering Risk Identification * Risk Analysis * Risk Evaluation* Risk Treatment Context Security Workgroup, Crisis including terrorism, as well as to streamline reporting lines to Consequence Management through the validation of our enable better line-of-sight between Define external Find, recognise Understand Evaluate the Develop Workgroup, Public Vigilance & business continuity plans. Inter- managers and their teams). and internal and describe the causes and risk against control plans to Education Training Workgroup and agency collaboration, with key parameters to be a risk sources of risk, predetermined mitigate risk the UITP Security Commission. ministries and agencies including We continue to engage our considered when potential impact criteria the Singapore Police Force, workforce through regular managing risk and likelihood of We regularly conduct security Singapore Armed Forces and touchpoints such as townhalls, risk occurrence vulnerability studies to assess Singapore Civil Defence Force, dialogue sessions and internal the risks in our infrastructure and is central in such exercises. feedback platforms, and maintain Test, monitor and review network. Identified gaps in security open two-way communication * Risk Assessment are managed through structure The Company is certified ISO 9001, channels. and system enhancements. ,62DQG2+6$6 We have started to use active underscoring our commitment to The Company strives to deepen surveillance systems such as Video adopt international standards employees’ competencies to The Risk Management Process, trained for competency, to adhere three principles of strong leadership, Analytics CCTVs to augment the and best practices in quality, deliver high standards of rail EDVHGRQWKH,62 to authorised instructions and individual commitment and system overall security of all our depots. health, safety and environmental reliability, with programmes Risk Management – Principles be keenly aware of safety. discipline. Supervisory checks, security management. We are also certified such as the SMRT Train Engineer and Guidelines, enables the inspections and Red Teaming ,62LQ%XVLQHVV&RQWLQXLW\ Professionalisation programme Company to deal with business A Technical Safety Board was A Safety and Security Steering exercises are constantly conducted Management Systems. and Engineering Maintenance and operational uncertainties HVWDEOLVKHGLQWRUHYLHZ Committee, chaired by the Group by both Premise Managers and Manager career scheme. by identifying key risks and modifications of our transport CEO, oversees and governs the our Security Operations Team implementing the appropriate system and protect the design Company’s safety and security to validate the effectiveness of +80$15(6285&(5,6.6 We continually enhance our control plans and mitigating integrity of equipment and regimes. This is cascaded to the security systems, ensure compliance training capability with new courses measures. Key steps are facilities for safe operations. respective business units and with security procedures under the The Company works to align our and training systems, such as outlined above. The Company adopts a risk- division meetings. Division Safety Code of Practice (CP 1 and 6), and People, Processes and Technology the Singapore Bus Training and based maintenance approach Officers directly assist the divisions check the operational functionality to meet both immediate Evaluation Centre, Singapore’s first supported by automated condition in planning, organising, directing, of security equipment. and strategic challenges, by team-based bus training centre. SAFETY, SECURITY AND BUSINESS monitoring and tracking systems. coordinating and evaluating all reinforcing a workplace culture SMRT continues to partner Land &217,18,7<5,6.6 This enables us to anticipate safety efforts within the divisions, The security system also of integrity, discipline and Transport Authority and other required maintenance interventions serving as a conduit between encompasses the safeguarding accountability, sustaining staff industry partners and academic Safety is a core value the Company early as we continue to conduct Management and Line Units to of our environment against cyber engagement, and raising staffing institutions, both locally and embraces to protect commuters existing corrective and preventive promote tighter safety-operation threats. Several cyber security and competency levels. globally, to launch initiatives such and employees as we deliver a maintenance regimes designed integration, ground engagement, initiatives, including system as the Chartership in Railway public transport service that is safe, to identify and address potential and to deepen ties within and monitoring and incident response The Nominating and Remuneration and Transportation Engineering, reliable and customer-centric. Our technical issues before they amongst business units. Security via a Security Operations Centre, Board Committee oversees the Postgraduate Certificate in Urban safety system is reviewed constantly become system-level risks. We aim platforms at all levels institutionalise or cyber response exercises, have human resource strategy and Railway Engineering, and the set- to mitigate any risk in the changing to inculcate a shared vision of a policies, procedures and practices been implemented to enable the risks, management of talent pool up of Singapore Rail Academy, in environment. Before commencing Zero Security Breach operating aimed at incorporating security Company to better respond to the and development, as well as support of the national effort to raise their roles, all our employees are environment, shaped by our into our daily operations. fast-evolving threat landscape. leadership succession. rail competency levels in Singapore. 18 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 19 ENSURING SOUND GOVERNANCE

KEY DYNAMICS AND RISK MANAGEMENT

We adapt to the changing needs Maintenance Performance Bus operators will bid for bus Scheme and European emission and emerging technologies, to market, interest rate and of our workforce as it ages. Standards governing train service routes by packages through a standards which are becoming efficiently manage electricity liquidity risks. The Group’s risk SMRT has partnered National delivery, train punctuality, safety competitive tendering process, increasingly stringent. SMRT Taxis utilisation throughout the management strategy features Transport Workers’ Union (NTWU) and equipment reliability and is and be paid a service fee based works closely with the regulatory organisation. a system of controls to create an to address the consequences subject to financial penalties as on cost per km to operate the authorities to keep abreast of acceptable balance between of our ageing workforce and set out in the Company Overview bus services. Additional incentives developments and policies that the cost of risks occurring and also with the Fullerton Health in the event of non-compliance. can be earned based on service may affect our businesses and ,19(670(175,6.6 the cost of managing the risks. Group in implementing initiatives As a rail operator, SMRT also performance while penalties are the competitive landscape, Audit and Risk Board Committee such as free flu vaccinations, complies with various Codes imposed for not meeting the especially from the Private Hire The Group’s investment risks relate oversees the Group’s financial on-site physiotherapy and a of Practice issued by LTA and service standards. Vehicle trade. SMRT Taxis adopts largely to capital investments risk management process chronic disease management other agencies. competitive marketing strategies made for the maintenance of through timely reviews of the programme. SMRT has also To excel in the BCM League, to attract and retain its taxi operating assets, and acquisitions adequacy and effectiveness of partnered UniSIM on age The Bus Service Operating SMRT establishes controls partners while it cultivates and or investments in business entities. the financial risk management management research to Licenses for SMRT Buses to continue our efforts on forges long-lasting partnerships The capital investment projects, policy, tools, practices, strategies enhance the work environment for H[SLUHGRQ$XJXVW productivity improvement and to strengthen the business. including the selection of suppliers and treatments. mature employees. Various design From 1 September 2016, the cost management, such as and contractors, are subject to enhancements have been made LTA completed the transition ensuring sufficient Bus Captains financial procedures and internal to leverage automation and of the public bus industry into and buses to run the bus services (1(5*<&2675,6.6 selection criteria for the purpose 3523(57<$1'/,$%,/,7<5,6.6 ergonomics to transform existing the BCM, formerly known as the with a spare pool for contingency. of expenditure control. jobs, processes and equipment Government Contracting Model. SMRT will continue to strengthen The Group is exposed to The Group has an insurance to improve posture, illumination, LTA oversees bus services and our identity and develop our fluctuating oil prices, which Investment activities relating to programme with reputable visibility and safety. service standards and pays workforce as a key differentiator affect its energy costs. The acquisitions or investments in insurance companies to insure its a service fee to bus service through career schemes to Group mitigates the effects of business entities are supported exposure to property damage, operators. All fare revenue is enhance our competitiveness. electricity price fluctuations by experienced employees and, terrorism and sabotage, business REGULATORY AND retained by the Government. by entering into fixed price where necessary, by external interruption and general liability 23(5$7,21$/5,6.6 SMRT Taxis operates under the electricity contracts over fixed professionals for specialised risks. Professional indemnity Under BCM, LTA owns all Taxi Service Operator Licence tenures where appropriate. The services. The Group adopts insurance is also undertaken The Group’s train, bus and operating assets (except for and is required to comply with Group may, where deemed a disciplined approach in for professional advice and taxi operations are subject our SMRT-owned buses and the Quality of Service (QoS), Taxi appropriate, engage in short- investment evaluation and services rendered by the Group. to extensive regulation by Woodlands Depot, which are Availability (TA) standards, codes term diesel hedging contracts to decision-making aligned with the The Group adopts a proactive the authorities and the Public leased to LTA for availability fees) and audit requirements. While the partially mitigate any diesel price Group’s strategy and investment approach, with advice and Transport Council (PTC). Fares and collects all fare revenue. LTA QoS standards monitor the level fluctuations. Where necessary, objectives. Business proposals for recommendations from its charged by SMRT Trains and has bundled Singapore’s bus of service and safety performance foreign exchange contracts are such activities are also guided appointed insurance brokers. SMRT Light Rail require the VHUYLFHVLQWREXVSDFNDJHV delivered by taxi operators and created to mitigate any currency by operational and financial Risk exposure is reviewed approval of PTC. However, this three packages (20%) were drivers to ensure commuters’ risk from the purchase of diesel in procedures and presented to the periodically to ensure that is not the case for SMRT Buses tendered out with each contract satisfaction, the TA standards a foreign currency. Such hedging Management and, where relevant, SMRT’s insurance coverage which comes under the Bus lasting for five to seven years and are set to ensure an adequate practices adhere to the Group’s the Board for approval. continues to be appropriate and Contracting Model (BCM). WKHUHPDLQLQJSDFNDJHV taxi supply on the road especially Dealing Mandate approved adequate in light of the cost of were negotiated with incumbent during peak periods through by the Board of Directors. In premiums and the relevant risk In our rail operations, SMRT is operators and run for a period improving the availability of taxis addition, the Group engages ),1$1&,$/5,6.6 profiles of the Group’s businesses. required to comply with the Asset of two to 10 years. When the to serve commuters. Likewise, new in fuel-conservation and fuel- Management Requirements, Key negotiated contracts expire, the vehicle purchase is also subject to efficiency efforts, including The Group’s activities are exposed Performance Indicators, Operating bus services in the 11 packages will other policies like the Certificate conducting feasibility studies to a variety of financial risks Performance Standards and be gradually tendered out. of Entitlement, Vehicular Emission on alternate energy resources including credit, foreign currency, 18 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 19 ENSURING SOUND GOVERNANCE

KEY DYNAMICS AND RISK MANAGEMENT

We adapt to the changing needs Maintenance Performance Bus operators will bid for bus Scheme and European emission and emerging technologies, to market, interest rate and of our workforce as it ages. Standards governing train service routes by packages through a standards which are becoming efficiently manage electricity liquidity risks. The Group’s risk SMRT has partnered National delivery, train punctuality, safety competitive tendering process, increasingly stringent. SMRT Taxis utilisation throughout the management strategy features Transport Workers’ Union (NTWU) and equipment reliability and is and be paid a service fee based works closely with the regulatory organisation. a system of controls to create an to address the consequences subject to financial penalties as on cost per km to operate the authorities to keep abreast of acceptable balance between of our ageing workforce and set out in the Company Overview bus services. Additional incentives developments and policies that the cost of risks occurring and also with the Fullerton Health in the event of non-compliance. can be earned based on service may affect our businesses and ,19(670(175,6.6 the cost of managing the risks. Group in implementing initiatives As a rail operator, SMRT also performance while penalties are the competitive landscape, Audit and Risk Board Committee such as free flu vaccinations, complies with various Codes imposed for not meeting the especially from the Private Hire The Group’s investment risks relate oversees the Group’s financial on-site physiotherapy and a of Practice issued by LTA and service standards. Vehicle trade. SMRT Taxis adopts largely to capital investments risk management process chronic disease management other agencies. competitive marketing strategies made for the maintenance of through timely reviews of the programme. SMRT has also To excel in the BCM League, to attract and retain its taxi operating assets, and acquisitions adequacy and effectiveness of partnered UniSIM on age The Bus Service Operating SMRT establishes controls partners while it cultivates and or investments in business entities. the financial risk management management research to Licenses for SMRT Buses to continue our efforts on forges long-lasting partnerships The capital investment projects, policy, tools, practices, strategies enhance the work environment for H[SLUHGRQ$XJXVW productivity improvement and to strengthen the business. including the selection of suppliers and treatments. mature employees. Various design From 1 September 2016, the cost management, such as and contractors, are subject to enhancements have been made LTA completed the transition ensuring sufficient Bus Captains financial procedures and internal to leverage automation and of the public bus industry into and buses to run the bus services (1(5*<&2675,6.6 selection criteria for the purpose 3523(57<$1'/,$%,/,7<5,6.6 ergonomics to transform existing the BCM, formerly known as the with a spare pool for contingency. of expenditure control. jobs, processes and equipment Government Contracting Model. SMRT will continue to strengthen The Group is exposed to The Group has an insurance to improve posture, illumination, LTA oversees bus services and our identity and develop our fluctuating oil prices, which Investment activities relating to programme with reputable visibility and safety. service standards and pays workforce as a key differentiator affect its energy costs. The acquisitions or investments in insurance companies to insure its a service fee to bus service through career schemes to Group mitigates the effects of business entities are supported exposure to property damage, operators. All fare revenue is enhance our competitiveness. electricity price fluctuations by experienced employees and, terrorism and sabotage, business REGULATORY AND retained by the Government. by entering into fixed price where necessary, by external interruption and general liability 23(5$7,21$/5,6.6 SMRT Taxis operates under the electricity contracts over fixed professionals for specialised risks. Professional indemnity Under BCM, LTA owns all Taxi Service Operator Licence tenures where appropriate. The services. The Group adopts insurance is also undertaken The Group’s train, bus and operating assets (except for and is required to comply with Group may, where deemed a disciplined approach in for professional advice and taxi operations are subject our SMRT-owned buses and the Quality of Service (QoS), Taxi appropriate, engage in short- investment evaluation and services rendered by the Group. to extensive regulation by Woodlands Depot, which are Availability (TA) standards, codes term diesel hedging contracts to decision-making aligned with the The Group adopts a proactive the authorities and the Public leased to LTA for availability fees) and audit requirements. While the partially mitigate any diesel price Group’s strategy and investment approach, with advice and Transport Council (PTC). Fares and collects all fare revenue. LTA QoS standards monitor the level fluctuations. Where necessary, objectives. Business proposals for recommendations from its charged by SMRT Trains and has bundled Singapore’s bus of service and safety performance foreign exchange contracts are such activities are also guided appointed insurance brokers. SMRT Light Rail require the VHUYLFHVLQWREXVSDFNDJHV delivered by taxi operators and created to mitigate any currency by operational and financial Risk exposure is reviewed approval of PTC. However, this three packages (20%) were drivers to ensure commuters’ risk from the purchase of diesel in procedures and presented to the periodically to ensure that is not the case for SMRT Buses tendered out with each contract satisfaction, the TA standards a foreign currency. Such hedging Management and, where relevant, SMRT’s insurance coverage which comes under the Bus lasting for five to seven years and are set to ensure an adequate practices adhere to the Group’s the Board for approval. continues to be appropriate and Contracting Model (BCM). WKHUHPDLQLQJSDFNDJHV taxi supply on the road especially Dealing Mandate approved adequate in light of the cost of were negotiated with incumbent during peak periods through by the Board of Directors. In premiums and the relevant risk In our rail operations, SMRT is operators and run for a period improving the availability of taxis addition, the Group engages ),1$1&,$/5,6.6 profiles of the Group’s businesses. required to comply with the Asset of two to 10 years. When the to serve commuters. Likewise, new in fuel-conservation and fuel- Management Requirements, Key negotiated contracts expire, the vehicle purchase is also subject to efficiency efforts, including The Group’s activities are exposed Performance Indicators, Operating bus services in the 11 packages will other policies like the Certificate conducting feasibility studies to a variety of financial risks Performance Standards and be gradually tendered out. of Entitlement, Vehicular Emission on alternate energy resources including credit, foreign currency, Trains 22 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 23 DEVELOPING STRONG CAPABILITY

SMRT TRAINS

We are committted to improving your daily commute, and have increased the frequency of SMRT, with the support of the Land Transport Authority (LTA), relocated the NSEWL OCC at Victoria Street (left) to Kim Chuan Depot (right) trains during morning peak hours. in March 2019.

As Singapore’s first mass rapid transit operator, times. To support the additional /(9(5$*,1*7(&+12/2*<$1' ,03529,1*7+('$,/<&20087( integrated command and control, power the new signalling system ADOPTING A KAIZEN MINDSET so as to achieve higher reliability. SMRT Trains runs the North-South and East- requires, we have enhanced the With the new signalling system, The ROC comprises the OCCs West Lines (NSEWL), Circle Line (CCL) and the Traction Power Supply of 10 traction We continue to leverage new we have increased the frequency for the NSEWL and CCL. Later Bukit Panjang Light Rail Transit (BPLRT). With power stations. systems and technology such of trains during morning peak this year, the ROC will also as condition monitoring sensors, hours. We have introduced music incorporate the Maintenance over 5,000 employees, more than 250 trains To better predict and identify faults, artificial intelligence, as well as in stations as well as digital signs Operations Centre (MOC), and 148km of rail tracks across 106 stations, two Power Asset Renewal projects data analytics processes. This and panels displaying information currently located at Bishan Depot. are underway. The renewal of the allows our engineering teams to of frequently asked questions in With the ROC, SMRT envisions one we serve about 2 million passenger journeys power system is a complex exercise anticipate and avert faults on a stations. Led by LTA, we are working place to house its key transport daily. In the past year, we achieved rail reliability that is done on a “live” line. The laying wider scale. This is complemented to widen the use of bankcards for network operations, providing and sustainability through various efforts. of fibre optic cables along viaducts by a drive to foster continuous payment in public transport. enhanced real-time situational and tunnels helps transmit monitoring improvement from the ground awareness and integrated information seamlessly from onsite up to raise productivity and command and control, so as to equipment to the Operations Control performance. An example is the FUTURE IMPROVEMENTS achieve higher service reliability. RENEWING RAIL ASSETS Centre (OCC). This real-time data use of the Laser Track Trolley that We plan for the ROC to expand its enables our engineers to tackle assesses rail wear more efficiently In March 2019, after more than three capabilities to better coordinate We have performed a range of potential faults before they occur. and accurately than the manual decades at Victoria Street, SMRT contingency and recovery renewal projects to upgrade and The second project involves the method. Using two laser heads, with the support of LTA, relocated operations; bus operations; safety, raise the performance of our network. installation of the Voltage Limiting it captures rail measurement the NSEWL’s OCC to Kim Chuan security and cybersecurity efforts; $VRI0D\WKHHQWLUH16(:/ Device (VLD), which can isolate faults data continuously and computes Depot. It is now sited next to the service communications; and network – Singapore’s oldest, longest to a limited sector of a track. rail wear. It also builds a rail Circle Line’s (CCL) OCC within the commuter services. and most heavily-used MRT lines wear database, critical for same depot to facilitate better – has been operational with the These projects require us to complete developing future predictive integration of space, resources and The Thomson-East Coast Line, Communications-Based Train Control sophisticated tasks in a limited time. maintenance abilities. The Laser facilities between the two OCCs. which will be a fully automated (CBTC) signalling system. After the Making the best of the Early Closure Track Trolley won the Institute of and driverless underground line, is sleeper and third rail replacement Late Opening (ECLO) of the NSEWL, Occupational Safety and Health In April 2019, SMRT’s Rail Operations set to begin operations in late 2019. projects, the signalling project is the as at the end of March 2019, our International Railway Group Centre (ROC), was officially opened We are also planning an extensive third of six major renewal projects on HQJLQHHUVKDYHODLGDQG $ZDUG7KLVLQLWLDWLYHUHFHLYHG by Minister for Transport Mr Khaw renewal programme for the Circle our oldest MRT Lines. By April 2019, the of the cables in the East-West Line the Land Transport Excellence Boon Wan and houses our key Line. Together with the ongoing re-signalling project on the NSEWL and North-South Line respectively, Award (LTEA) 2019 for Best transport network operations, upgrading of the Bukit Panjang was completed. This enables trains to DQGKDYHLQVWDOOHGWKH9/'LQRXW Land Transport Operation and providing enhanced real-time LRT, this will result in better service run at shorter intervals, easing waiting RIVWDWLRQV Maintenance Initiatives. situational awareness and for our commuters. 22 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 23 DEVELOPING STRONG CAPABILITY

SMRT TRAINS

As Singapore’s first mass rapid transit operator, times. To support the additional /(9(5$*,1*7(&+12/2*<$1' ,03529,1*7+('$,/<&20087( integrated command and control, power the new signalling system ADOPTING A KAIZEN MINDSET so as to achieve higher reliability. SMRT Trains runs the North-South and East- requires, we have enhanced the With the new signalling system, The ROC comprises the OCCs West Lines (NSEWL), Circle Line (CCL) and the Traction Power Supply of 10 traction We continue to leverage new we have increased the frequency for the NSEWL and CCL. Later Bukit Panjang Light Rail Transit (BPLRT). With power stations. systems and technology such of trains during morning peak this year, the ROC will also as condition monitoring sensors, hours. We have introduced music incorporate the Maintenance over 5,000 employees, more than 250 trains To better predict and identify faults, artificial intelligence, as well as in stations as well as digital signs Operations Centre (MOC), and 148km of rail tracks across 106 stations, two Power Asset Renewal projects data analytics processes. This and panels displaying information currently located at Bishan Depot. are underway. The renewal of the allows our engineering teams to of frequently asked questions in With the ROC, SMRT envisions one we serve about 2 million passenger journeys power system is a complex exercise anticipate and avert faults on a stations. Led by LTA, we are working place to house its key transport daily. In the past year, we achieved rail reliability that is done on a “live” line. The laying wider scale. This is complemented to widen the use of bankcards for network operations, providing and sustainability through various efforts. of fibre optic cables along viaducts by a drive to foster continuous payment in public transport. enhanced real-time situational and tunnels helps transmit monitoring improvement from the ground awareness and integrated information seamlessly from onsite up to raise productivity and command and control, so as to equipment to the Operations Control performance. An example is the FUTURE IMPROVEMENTS achieve higher service reliability. RENEWING RAIL ASSETS Centre (OCC). This real-time data use of the Laser Track Trolley that We plan for the ROC to expand its enables our engineers to tackle assesses rail wear more efficiently In March 2019, after more than three capabilities to better coordinate We have performed a range of potential faults before they occur. and accurately than the manual decades at Victoria Street, SMRT contingency and recovery renewal projects to upgrade and The second project involves the method. Using two laser heads, with the support of LTA, relocated operations; bus operations; safety, raise the performance of our network. installation of the Voltage Limiting it captures rail measurement the NSEWL’s OCC to Kim Chuan security and cybersecurity efforts; $VRI0D\WKHHQWLUH16(:/ Device (VLD), which can isolate faults data continuously and computes Depot. It is now sited next to the service communications; and network – Singapore’s oldest, longest to a limited sector of a track. rail wear. It also builds a rail Circle Line’s (CCL) OCC within the commuter services. and most heavily-used MRT lines wear database, critical for same depot to facilitate better – has been operational with the These projects require us to complete developing future predictive integration of space, resources and The Thomson-East Coast Line, Communications-Based Train Control sophisticated tasks in a limited time. maintenance abilities. The Laser facilities between the two OCCs. which will be a fully automated (CBTC) signalling system. After the Making the best of the Early Closure Track Trolley won the Institute of and driverless underground line, is sleeper and third rail replacement Late Opening (ECLO) of the NSEWL, Occupational Safety and Health In April 2019, SMRT’s Rail Operations set to begin operations in late 2019. projects, the signalling project is the as at the end of March 2019, our International Railway Group Centre (ROC), was officially opened We are also planning an extensive third of six major renewal projects on HQJLQHHUVKDYHODLGDQG $ZDUG7KLVLQLWLDWLYHUHFHLYHG by Minister for Transport Mr Khaw renewal programme for the Circle our oldest MRT Lines. By April 2019, the of the cables in the East-West Line the Land Transport Excellence Boon Wan and houses our key Line. Together with the ongoing re-signalling project on the NSEWL and North-South Line respectively, Award (LTEA) 2019 for Best transport network operations, upgrading of the Bukit Panjang was completed. This enables trains to DQGKDYHLQVWDOOHGWKH9/'LQRXW Land Transport Operation and providing enhanced real-time LRT, this will result in better service run at shorter intervals, easing waiting RIVWDWLRQV Maintenance Initiatives. situational awareness and for our commuters. Roads 26 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 27 DEVELOPING STRONG CAPABILITY

ROADS: SMRT BUSES

Hybrid Buses to serve commuters with smoother and greener rides. Familiarisation Tour for Singapore Association of the Visually Handicapped and Handicaps Welfare Association together with advisers and grassroots leaders at the new Choa Chu Kang Bus Interchange.

SMRT Buses serves about 1 million passenger 3(23/($6285.(< Transport Excellence Awards 2019 to deliver good operational Our SMART Traffic Management DIFFERENTIATOR with the Outstanding Service performance, as assessed by LTA’s System, consisting of multi- journeys daily. With 3,400 employees and a fleet Individual (Public Transport) award. Bus Service Reliability Framework. sensors, radar technology and of over 1,400 buses, we operate 85 bus services To prepare our organisation and visual lights, has been effective and manage three bus depots and five bus our people to be future-ready, To motivate our workforce to in reducing the bus accident we encourage reskilling and achieve efficiency and productivity, INNOVATION AS AN rate at Bukit Panjang Integrated interchanges under the Bus Contracting Model. upskilling. Multi-track career we have encouraged employee ENABLING STRATEGY Transport Hub Bus Parking Area. progression schemes recognise participation in Kaizen and specialised competencies while digitalisation initiatives. As part of We continually innovate to We leverage technology to facilitating the flexible transition continuous improvement efforts, enhance service reliability and improve service. Together with COMMUTERS AS OUR Meanwhile, the Bukit Panjang between different roles. we have completed the workplace provide the best commuting LTA, we have implemented an OPERATIONAL FOCUS Integrated Transport Hub earned safety improvement using the experience. Our emphasis on On Demand Public Bus Services the Best Public Transport Happy As a caring employer, we offer Kaizen6PHWKRGRORJ\IRUDOORXU safety is demonstrated in our trial to evaluate the feasibility Commuters are at the heart of Toilet Award at the Restroom workplace benefits such as bus depots and interchanges. commitment towards Vision of operating public bus services our operations, and our WeCare Association Singapore’s 20th in-house depot clinics, health Zero. SMRT Buses received the with routes and schedules based framework focuses on enhancing anniversary and the Let’s Observe and lifestyle programmes, and award for the Most Innovative/ on real-time commuter demand. safety, reliability, care and comfort 2XUVHOYHV$ZDUGV improved staff facilities at SUPPORTING TRAINS AS A Effective Safety Programme by It is crucial that we continue to for them. SMRT Buses won the Best bus interchanges. Regular CREDIBLE BUS OPERATOR a Public Transport Operator at strengthen our knowledge and Service Partner (Service Delivery) As part of LTA’s efforts to build dialogues with the Union the Land Transport Excellence develop capabilities relevant to at the Land Transport Excellence a more environmentally-friendly help us to understand our To support SMRT Trains’ efforts Awards 2019, for proactive future operating landscapes. Awards 2019 for exemplifying public bus fleet, we have also employees’ needs. in delivering rail reliability, implementation of innovative outstanding customer service. deployed a fleet of diesel-electric SMRT Buses has been actively and effective programmes to :HDFKLHYHG,62$VVHW hybrid buses. These will provide $WWKH0D\'D\$ZDUGV supporting Early Closure Late promote safety awareness. Management Certification in The new Choa Chu Kang Bus smoother, quieter and more our Chief Bus Captain Peh Opening (ECLO) on the NSEWL. 2019 by enhancing our asset Interchange features smart enjoyable rides for our commuters. Chee Kang was presented the In close collaboration with the We continue to utilise technology management system and technologies and commuter- Comrade of Labour Award, Land Transport Authority (LTA), we to enhance safety. PROLEARN, processes. Through benchmarking centric features to increase In the Customer Satisfaction acknowledging our strong provide shuttle bus services as an a learning and training our maintenance processes comfort and safety. A unique Index of Singapore by the Institute partnership with the National alternative mode of transport for management system, leverages and service levels to best-of- capability is the use of artificial of Service Excellence, Singapore Transport Workers’ Union. Chief commuters affected by scheduled telematics technology and class international standards, intelligence and video analytics Management University published Bus Captain Foo Kim Ming, train station closures. big data analytics to mitigate the certification reaffirms our to detect suspicious objects LQZHDFKLHYHGDQQXDO who has consistently delivered accident risks. This has helped us commitment to provide better left behind and provide aid to improvements and topped the outstanding customer service, In our second year under the Bus reduce controllable passenger journeys and service excellence passengers in need of assistance. public bus sector. was recognised at Land Contracting Model, we continued PLVKDSVE\ to commuters. 26 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 27 DEVELOPING STRONG CAPABILITY

ROADS: SMRT BUSES

SMRT Buses serves about 1 million passenger 3(23/($6285.(< Transport Excellence Awards 2019 to deliver good operational Our SMART Traffic Management DIFFERENTIATOR with the Outstanding Service performance, as assessed by LTA’s System, consisting of multi- journeys daily. With 3,400 employees and a fleet Individual (Public Transport) award. Bus Service Reliability Framework. sensors, radar technology and of over 1,400 buses, we operate 85 bus services To prepare our organisation and visual lights, has been effective and manage three bus depots and five bus our people to be future-ready, To motivate our workforce to in reducing the bus accident we encourage reskilling and achieve efficiency and productivity, INNOVATION AS AN rate at Bukit Panjang Integrated interchanges under the Bus Contracting Model. upskilling. Multi-track career we have encouraged employee ENABLING STRATEGY Transport Hub Bus Parking Area. progression schemes recognise participation in Kaizen and specialised competencies while digitalisation initiatives. As part of We continually innovate to We leverage technology to facilitating the flexible transition continuous improvement efforts, enhance service reliability and improve service. Together with COMMUTERS AS OUR Meanwhile, the Bukit Panjang between different roles. we have completed the workplace provide the best commuting LTA, we have implemented an OPERATIONAL FOCUS Integrated Transport Hub earned safety improvement using the experience. Our emphasis on On Demand Public Bus Services the Best Public Transport Happy As a caring employer, we offer Kaizen6PHWKRGRORJ\IRUDOORXU safety is demonstrated in our trial to evaluate the feasibility Commuters are at the heart of Toilet Award at the Restroom workplace benefits such as bus depots and interchanges. commitment towards Vision of operating public bus services our operations, and our WeCare Association Singapore’s 20th in-house depot clinics, health Zero. SMRT Buses received the with routes and schedules based framework focuses on enhancing anniversary and the Let’s Observe and lifestyle programmes, and award for the Most Innovative/ on real-time commuter demand. safety, reliability, care and comfort 2XUVHOYHV$ZDUGV improved staff facilities at SUPPORTING TRAINS AS A Effective Safety Programme by It is crucial that we continue to for them. SMRT Buses won the Best bus interchanges. Regular CREDIBLE BUS OPERATOR a Public Transport Operator at strengthen our knowledge and Service Partner (Service Delivery) As part of LTA’s efforts to build dialogues with the Union the Land Transport Excellence develop capabilities relevant to at the Land Transport Excellence a more environmentally-friendly help us to understand our To support SMRT Trains’ efforts Awards 2019, for proactive future operating landscapes. Awards 2019 for exemplifying public bus fleet, we have also employees’ needs. in delivering rail reliability, implementation of innovative outstanding customer service. deployed a fleet of diesel-electric SMRT Buses has been actively and effective programmes to :HDFKLHYHG,62$VVHW hybrid buses. These will provide $WWKH0D\'D\$ZDUGV supporting Early Closure Late promote safety awareness. Management Certification in The new Choa Chu Kang Bus smoother, quieter and more our Chief Bus Captain Peh Opening (ECLO) on the NSEWL. 2019 by enhancing our asset Interchange features smart enjoyable rides for our commuters. Chee Kang was presented the In close collaboration with the We continue to utilise technology management system and technologies and commuter- Comrade of Labour Award, Land Transport Authority (LTA), we to enhance safety. PROLEARN, processes. Through benchmarking centric features to increase In the Customer Satisfaction acknowledging our strong provide shuttle bus services as an a learning and training our maintenance processes comfort and safety. A unique Index of Singapore by the Institute partnership with the National alternative mode of transport for management system, leverages and service levels to best-of- capability is the use of artificial of Service Excellence, Singapore Transport Workers’ Union. Chief commuters affected by scheduled telematics technology and class international standards, intelligence and video analytics Management University published Bus Captain Foo Kim Ming, train station closures. big data analytics to mitigate the certification reaffirms our to detect suspicious objects LQZHDFKLHYHGDQQXDO who has consistently delivered accident risks. This has helped us commitment to provide better left behind and provide aid to improvements and topped the outstanding customer service, In our second year under the Bus reduce controllable passenger journeys and service excellence passengers in need of assistance. public bus sector. was recognised at Land Contracting Model, we continued PLVKDSVE\ to commuters. 28 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 29 DEVELOPING STRONG CAPABILITY

ROADS: carbon footprint. Over 97% of SMRT ROADS: As authorised workshops for the SMRT TAXIS Taxis’ fleet are eco-friendly models. SMRT AUTOMOTIVE accident repair business, we provide In two years’ time, we look forward to SERVICES accident reporting, repair, and claim an entire fleet of New Energy Vehicles. services for private vehicle owners. To improve our competitiveness, we Our taxi partners take pride in KDYHDOVRDFKLHYHG,62DVVHW delivering high-quality rides. In the management system certification, &XVWRPHU6DWLVIDFWLRQ,QGH[RI the only automotive workshops in Singapore, we scored 72.1 points, an Singapore with this certification. LQFUHDVHRIRYHU'XULQJWKH \HDUWD[LSDUWQHUVDOVRUHFHLYHG Excellent Service Awards and another 0$,17$,1,1*$1'836.,//,1* five were winners of the National 7(&+1,&$/&203(7(1&<

As the only taxi company with Taxi Share scheme, we offer flexibility to .LQGQHVV$ZDUGƣ7UDQVSRUW*ROG Automotive Technical Officers repair a vehicle using a taxi drivers. windscreen manipulator. We have obtained UK-based Institute of the Motor Industry (IMI) With a fleet of nearly 2,500 taxis, SMRT 6(59,1*7+(&20081,7< SMRT Automotive Services provides comprehensive Approved Centre status to conduct training and assessment to obtain Taxis continues to enhance passengers’ SMRT Taxis supports meaningful repair and maintenance services for SMRT Taxis IMI certificates in hybrid/electric travel experience, raise service standards, community initiatives with Temasek and external fleet owners. Currently, we maintain a vehicle maintenance. We are the and innovate with technology to adapt to Foundation Cares, such as the total of more than 3,900 vehicles comprising taxis, first company in Singapore with Automated External Defibrillator this status and this extends our dynamic market conditions. (AED) on Wheels Programme. With motorcycles, lorries, vans, cars and specialised training capabilities and technical 100 taxis installed with AEDs, our taxi vehicles. We also provide accident repair, vehicle competencies beyond internal partners successfully responded to combustion engine vehicles. 675(1*7+(1,1*3$571(56+,36 Externally, we are seeking ways to DFWLYDWLRQVLQ grooming, vehicle component overhaul, vehicle system deepen our partnership with Grab, upgrading, accident claims services and new vehicle Together with other industry At SMRT Taxis, we refer to our which currently enables our drivers commissioning for SMRT Buses, SMRT Taxis and our stakeholders, we are also developing drivers as “taxi partners”, reflecting to use its app for taxi bookings 7+(52$'$+($' the new certification framework for their value to us. We are proactive and dynamic fixed fares. other customers. bus technicians. This Certification in engaging them and addressing To cope with market shifts, we for Technical Specialist (CTS) aims their concerns, as a better driving SMRT Taxis also continues to constantly review our business OUR BUSINESS FOCUS leader in the government-owned, non- to build up a pipeline of skilled local experience translates into better collaborate with MasterCard structure and processes to optimise military segment, with a market share bus technicians and raise common customer service. to lower cashless transaction resources. We also closely track new As part of our commitment to be RI:HFRQWLQXHWRSDUWLFLSDWH engineering competency standards costs and drive technology regulations. the trusted road partner, we support in government and corporate fleet across the public transport industry. To suit the different needs of our advancements for more seamless and improve the competitive maintenance contracts and maintain The Operator Maintenance Course taxi partners, we introduced Taxi cashless payments. This gives our Fostering close relationships with advantages of our customers good relationships with existing (OMC) will equip bus captains with a Share in 2017. The flexible hourly customers more convenience and our taxi partners, encouraging through safe and reliable vehicle customers and business partners. better understanding of the buses. rental scheme, which gives our is in line with Singapore’s push improvement and rewarding quality maintenance, improved turnaround This allows them to work more WD[LSDUWQHUVKRXUDFFHVVWR towards a cashless society. service remain vital to our business. By time, and customer satisfaction. We For our agency business, we focus effectively with technicians to rectify PRUHWKDQWD[LVDWRYHU investing in technologies and vehicles, continuously review and adopt more on supply sales of niche products. In common bus faults, in turn improving carparks, continues to attract we will enhance service offerings for technologies to increase productivity addition to being an authorised agent repair turn-around time. sign-ups. OFFERING A BETTER RIDE our taxi partners and passengers. and process improvement through for the Denso air-conditioning system digitisation and digitalisation. This and MASATS door system for buses, Anticipating the rise of autonomous 1HZLQLWLDWLYHVLQLQFOXGHG As part of our drive to offer As our fleet grows, we will strengthen allows us to minimise costs and we have obtained agency status for vehicles, we have signed a Research setting up an Operation Control stellar customer experience and our fleet managing capabilities maintain competitiveness. the Rotarex automatic fire suppression Collaboration Agreement with Centre to provide our taxi partners environmentally sustainable options, and systems to raise efficiency and system and Doga wiper system for Nanyang Technological University to with better first-hand support, passengers enjoy newer and greener cost-effectiveness. In addition, we Our external business focuses on buses, allowing us to supply the parts develop autonomous buses. The bus and introducing roving officers vehicles like the fourth-generation will continue to explore new strategic fleet maintenance and agency and and perform after-sales warranty was officially launched in March 2019 to provide on-site Taxi Share Toyota Prius Hybrid, which boosts alliances with potential business accident repair. In terms of fleet repair for our own vehicles or for and the trial will be extended to NTU roadworthiness activities. fuel efficiency and has a smaller partners. maintenance, we are the market other companies. campus and public roads. 28 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 29 DEVELOPING STRONG CAPABILITY

As the only taxi company with Taxi Share scheme, we offer flexibility to .LQGQHVV$ZDUGƣ7UDQVSRUW*ROG Automotive Technical Officers repair a vehicle using a taxi drivers. windscreen manipulator. We have obtained UK-based Institute of the Motor Industry (IMI) With a fleet of nearly 2,500 taxis, SMRT 6(59,1*7+(&20081,7< SMRT Automotive Services provides comprehensive Approved Centre status to conduct training and assessment to obtain Taxis continues to enhance passengers’ SMRT Taxis supports meaningful repair and maintenance services for SMRT Taxis IMI certificates in hybrid/electric travel experience, raise service standards, community initiatives with Temasek and external fleet owners. Currently, we maintain a vehicle maintenance. We are the and innovate with technology to adapt to Foundation Cares, such as the total of more than 3,900 vehicles comprising taxis, first company in Singapore with Automated External Defibrillator this status and this extends our dynamic market conditions. (AED) on Wheels Programme. With motorcycles, lorries, vans, cars and specialised training capabilities and technical 100 taxis installed with AEDs, our taxi vehicles. We also provide accident repair, vehicle competencies beyond internal partners successfully responded to combustion engine vehicles. 675(1*7+(1,1*3$571(56+,36 Externally, we are seeking ways to DFWLYDWLRQVLQ grooming, vehicle component overhaul, vehicle system deepen our partnership with Grab, upgrading, accident claims services and new vehicle Together with other industry At SMRT Taxis, we refer to our which currently enables our drivers commissioning for SMRT Buses, SMRT Taxis and our stakeholders, we are also developing drivers as “taxi partners”, reflecting to use its app for taxi bookings 7+(52$'$+($' the new certification framework for their value to us. We are proactive and dynamic fixed fares. other customers. bus technicians. This Certification in engaging them and addressing To cope with market shifts, we for Technical Specialist (CTS) aims their concerns, as a better driving SMRT Taxis also continues to constantly review our business OUR BUSINESS FOCUS leader in the government-owned, non- to build up a pipeline of skilled local experience translates into better collaborate with MasterCard structure and processes to optimise military segment, with a market share bus technicians and raise common customer service. to lower cashless transaction resources. We also closely track new As part of our commitment to be RI:HFRQWLQXHWRSDUWLFLSDWH engineering competency standards costs and drive technology regulations. the trusted road partner, we support in government and corporate fleet across the public transport industry. To suit the different needs of our advancements for more seamless and improve the competitive maintenance contracts and maintain The Operator Maintenance Course taxi partners, we introduced Taxi cashless payments. This gives our Fostering close relationships with advantages of our customers good relationships with existing (OMC) will equip bus captains with a Share in 2017. The flexible hourly customers more convenience and our taxi partners, encouraging through safe and reliable vehicle customers and business partners. better understanding of the buses. rental scheme, which gives our is in line with Singapore’s push improvement and rewarding quality maintenance, improved turnaround This allows them to work more WD[LSDUWQHUVKRXUDFFHVVWR towards a cashless society. service remain vital to our business. By time, and customer satisfaction. We For our agency business, we focus effectively with technicians to rectify PRUHWKDQWD[LVDWRYHU investing in technologies and vehicles, continuously review and adopt more on supply sales of niche products. In common bus faults, in turn improving carparks, continues to attract we will enhance service offerings for technologies to increase productivity addition to being an authorised agent repair turn-around time. sign-ups. OFFERING A BETTER RIDE our taxi partners and passengers. and process improvement through for the Denso air-conditioning system digitisation and digitalisation. This and MASATS door system for buses, Anticipating the rise of autonomous 1HZLQLWLDWLYHVLQLQFOXGHG As part of our drive to offer As our fleet grows, we will strengthen allows us to minimise costs and we have obtained agency status for vehicles, we have signed a Research setting up an Operation Control stellar customer experience and our fleet managing capabilities maintain competitiveness. the Rotarex automatic fire suppression Collaboration Agreement with Centre to provide our taxi partners environmentally sustainable options, and systems to raise efficiency and system and Doga wiper system for Nanyang Technological University to with better first-hand support, passengers enjoy newer and greener cost-effectiveness. In addition, we Our external business focuses on buses, allowing us to supply the parts develop autonomous buses. The bus and introducing roving officers vehicles like the fourth-generation will continue to explore new strategic fleet maintenance and agency and and perform after-sales warranty was officially launched in March 2019 to provide on-site Taxi Share Toyota Prius Hybrid, which boosts alliances with potential business accident repair. In terms of fleet repair for our own vehicles or for and the trial will be extended to NTU roadworthiness activities. fuel efficiency and has a smaller partners. maintenance, we are the market other companies. campus and public roads. 30 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 31 DEVELOPING STRONG CAPABILITY

ROADS: STRIDES TRANSPORTATION

A whole fleet at your call. Providing seamless transport services. Strides Limousine Services.

Aiming to be a leading and credible transport solutions provider, Strides offers a range of private transport services from luxurious limousines and private cars to premium buses to meet our commuters’ requirements.

In parallel with our transportation offering personal assistance to our BUILDING NEW CAPABILITIES FUTURE-PROOFING OUR use this knowledge to upskill business, Strides is also commuters when required. We are :25.)25&( and reskill through a structured committed to developing new constantly evolving our business Beyond delivering stellar training curriculum provided by capabilities and upskilling of models through partnerships with transportation services, we Our people are at the heart our dedicated training centres. our workforce to maintain a promising technology partners ensure our business is adaptable of the organisation. In addition competitive edge for the Roads and harnessing feedback from our to the fast-changing transport to making work meaningful for Group. commuters to ensure their journeys landscape. Guided by the Land our Bus Captains, Drivers and 386+,1*%281'$5,(6 are safe, reliable and comfortable. 7UDQVSRUW0DVWHU3ODQ Technicians, we recognise the our capability development need to equip them with the We will continue to push PROVIDING SEAMLESS SERVICES Attesting to the quality of our team focuses on developing skills and knowledge to adapt boundaries and be at premium and customer-oriented new capabilities in operations, and thrive in the transport the forefront of innovative The rapid rise of on-demand services, our limousine services maintenance and service landscape of the future. We transport solutions and transportation has reshaped the saw a sharp increase in demand delivery, in line with technologies have been working with various workforce training services way people commute. Strides LQ,QRUGHUWRPHHWWKLVZH such as Intelligent Transport technology partners and OEMs to ensure Strides’ continuing provides seamless transport doubled our luxury limousine fleet Systems, Electric Vehicles (EV), to conceptualise, test and relevance in the face of solutions with round-the-clock and introduced our own limousine Autonomous Vehicles (AV) and evaluate the next generation changing transportation operations staff ensuring our mobile application to enhance Demand Responsive Transport of transport solutions to meet demands in Singapore. service promises are met and service delivery and operations. (DRT). future demands. We will then 30 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 31 DEVELOPING STRONG CAPABILITY

ROADS: STRIDES TRANSPORTATION

A whole fleet at your call. Providing seamless transport services. Strides Limousine Services.

In parallel with our transportation offering personal assistance to our BUILDING NEW CAPABILITIES FUTURE-PROOFING OUR use this knowledge to upskill business, Strides is also commuters when required. We are :25.)25&( and reskill through a structured committed to developing new constantly evolving our business Beyond delivering stellar training curriculum provided by capabilities and upskilling of models through partnerships with transportation services, we Our people are at the heart our dedicated training centres. our workforce to maintain a promising technology partners ensure our business is adaptable of the organisation. In addition competitive edge for the Roads and harnessing feedback from our to the fast-changing transport to making work meaningful for Group. commuters to ensure their journeys landscape. Guided by the Land our Bus Captains, Drivers and 386+,1*%281'$5,(6 are safe, reliable and comfortable. 7UDQVSRUW0DVWHU3ODQ Technicians, we recognise the our capability development need to equip them with the We will continue to push PROVIDING SEAMLESS SERVICES Attesting to the quality of our team focuses on developing skills and knowledge to adapt boundaries and be at premium and customer-oriented new capabilities in operations, and thrive in the transport the forefront of innovative The rapid rise of on-demand services, our limousine services maintenance and service landscape of the future. We transport solutions and transportation has reshaped the saw a sharp increase in demand delivery, in line with technologies have been working with various workforce training services way people commute. Strides LQ,QRUGHUWRPHHWWKLVZH such as Intelligent Transport technology partners and OEMs to ensure Strides’ continuing provides seamless transport doubled our luxury limousine fleet Systems, Electric Vehicles (EV), to conceptualise, test and relevance in the face of solutions with round-the-clock and introduced our own limousine Autonomous Vehicles (AV) and evaluate the next generation changing transportation operations staff ensuring our mobile application to enhance Demand Responsive Transport of transport solutions to meet demands in Singapore. service promises are met and service delivery and operations. (DRT). future demands. We will then Engineering 34 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 35 DEVELOPING STRONG CAPABILITY

ENGINEERING visualisation to support maintenance training supported by more ground decisions such as: coaches, the Institute is also harnessing digital platforms to ƭ (IILFLHQWORFDWLRQRIDUHDVZLWK encourage more self-directed and frequent corrective maintenance collaborative learning. ƭ 3ULRULWLVDWLRQRIPDLQWHQDQFHWDVNV The Institute also oversees the SMRT ƭ 4XDQWLWDWLYHLQGLFDWLRQRIDVVHW Train Engineer Professionalisation health (STEP) programme and the ƭ &RUUHODWLRQRIDVVHWKHDOWKGDWD Postgraduate Certificate in Urban (to find precursors to failure) Railway Engineering (Singapore) developed jointly with the University The platform is expected to reduce of Birmingham. In order to enhance the amount of corrective maintenance the curriculum of the certificate by enhancing condition-based programme, we are injecting more SMRT employees using the Mobile Operation and Maintenance System to execute their tasks efficiently. 2getthere vehicle at Sendai Airport in Natori, maintenance through a better local content, with a stronger focus 0L\DJL-DSDQ maintenance-planning regime. on effective maintenance, repair and overhaul knowledge. Mobile Operation and Maintenance The Engineering Group was formed as part defects before they impact operational System (MOMS) SMRT Institute is also participating in our knowledge, which can then be performance. In condition monitoring, MOMS provides comprehensive the development of Rail Engineering applied to our local rail and bus of the reorganisation of SMRT in 2018. This we use actual operating data to information for maintenance staff to capability in Singapore, through operations. new group builds engineering capabilities, identify in advance a potential failure. execute their assigned maintenance partnerships with the Singapore Rail tasks in a timely and efficient manner. Academy, SBS Transit and institutes The Engineering Group aims primarily for Trains, and to improve By leveraging external expertise and Through this digitalised platform, our of higher learning. This will strengthen to position the Company to operational performance. working with partners such as the maintenance staff is able to remotely professionalism in the rail industry exploit the advancement in land Nanyang Technological University (NTU) retrieve and update asset maintenance and help to increase the number and transportation technology and to Corporate Lab, the Urban Mobility information. This platform interfaces quality of rail engineers in Singapore. stay relevant as the technology The Engineering Group has RAISING NEW CAPABILITIES AND LINES Centre and start-ups associated with different enterprise Maintenance landscape and business evolve. three strategic objectives: with SMRT’s corporate venture arm Management Systems with a customised The Engineering Group is developing Momentum, SMRT is able to accelerate and ergonomic user interface, and 6867$,1,1*$1'$&+,(9,1* ),1$1&,$/675(1*7+ a. To raise new capabilities new capabilities in the areas of data solutions for condition-based is able to adapt to changes to *(77+(5($6,$ and new lines analytics, condition monitoring and monitoring and to enhance rail asset maintenance needs. This new practice maintenance techniques. Employing repair and reliability. has shortened the required time on the The Engineering Group oversees In anticipation of the growing b. To train a competent data analytics will drive business and job, thus increasing productivity. MOMS the transformation of the supply demand for Autonomous Vehicles, workforce process improvements that ultimately We also promote digitalisation within has been progressively rolled out to chain for Trains. Logistics and SMRT Services Pte. Ltd. (SMRT c. To sustain and achieve enhance customer experience. For all business units and corporate various maintenance branches and is supply chain optimisation Services) and 2 Getthere Holding B.V. financial strength example, data analysis will identify departments to transform work expected to reduce the time to process are critical to ensuring train JHWWKHUH IRUPHGD-RLQW9HQWXUH and address anomalies and potential processes and enhance innovation and PDLQWHQDQFHDGPLQLVWUDWLRQE\ reliability through efficient -9 JHWWKHUH$VLDLQ agility across the company. This digital materials planning, procurement, transformation will reinforce the new warehousing and fulfilment. 2getthere’s Group Rapid Transit culture within the Company, supporting 75$,1,1*$&203(7(17:25.)25&( Improvement in the supply chain (GRT) vehicle is able to operate (PEUDFLQJWKHƨ/($'ƩFXOWXUH collaboration and interaction among management process also ensures autonomously in demanding staff and improving the learning A competent workforce is essential that we are able to minimise weather conditions, using its to SMRT’s success, with upskilling SMRT’s investment while maximising The Engineering Group seeks to realise the above deliverables by environment. Examples of digitalisation proprietary software for navigation. and continuous training. SMRT effectiveness in the logistics promoting its “LEAD” culture, which stands for: are described below. &DUU\LQJXSWRSDVVHQJHUVWKH Institute is the SMRT’s training arm. Its supply chain. GRT vehicle is able to operate as a Leveraging partners and technologies to increase efficiency to Predictive Decision Support System initiatives include updating the Trains low-cost automated transit system With SMRT’s expertise and enhance performance The Predictive Decision Support skill and competency framework, WUDQVSRUWLQJXSWRSDVVHQJHUV strengthening the maintenance experience in transportation E System is a single digitalised platform per hour in any single direction. nterprising and out-of-the-box innovative solutions housing the Permanent Way (PWay) skills of technical staff, enhancing operations and maintenance, SMRT the quality of service delivered by has been providing consultation Adding and growing new businesses asset design, maintenance and The GRT has successfully condition data. Since its roll-out, this operations staff and improving the services to regional transportation participated in several projects and Developing a positive mindset to overcome challenges platform has provided PWay staff effectiveness of workplace learning. operations and maintenance demonstrations at Changi Airport, with advanced data processing and Aside from more structured practical agencies. These pursuits enhance 178DQG6HQGDL$LUSRUW-DSDQ 34 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 35 DEVELOPING STRONG CAPABILITY

ENGINEERING visualisation to support maintenance training supported by more ground decisions such as: coaches, the Institute is also harnessing digital platforms to ƭ (IILFLHQWORFDWLRQRIDUHDVZLWK encourage more self-directed and frequent corrective maintenance collaborative learning. ƭ 3ULRULWLVDWLRQRIPDLQWHQDQFHWDVNV The Institute also oversees the SMRT ƭ 4XDQWLWDWLYHLQGLFDWLRQRIDVVHW Train Engineer Professionalisation health (STEP) programme and the ƭ &RUUHODWLRQRIDVVHWKHDOWKGDWD Postgraduate Certificate in Urban (to find precursors to failure) Railway Engineering (Singapore) developed jointly with the University The platform is expected to reduce of Birmingham. In order to enhance the amount of corrective maintenance the curriculum of the certificate by enhancing condition-based programme, we are injecting more SMRT employees using the Mobile Operation and Maintenance System to execute their tasks efficiently. 2getthere vehicle at Sendai Airport in Natori, maintenance through a better local content, with a stronger focus 0L\DJL-DSDQ maintenance-planning regime. on effective maintenance, repair and overhaul knowledge. Mobile Operation and Maintenance The Engineering Group was formed as part defects before they impact operational System (MOMS) SMRT Institute is also participating in our knowledge, which can then be performance. In condition monitoring, MOMS provides comprehensive the development of Rail Engineering applied to our local rail and bus of the reorganisation of SMRT in 2018. This we use actual operating data to information for maintenance staff to capability in Singapore, through operations. new group builds engineering capabilities, identify in advance a potential failure. execute their assigned maintenance partnerships with the Singapore Rail tasks in a timely and efficient manner. Academy, SBS Transit and institutes The Engineering Group aims primarily for Trains, and to improve By leveraging external expertise and Through this digitalised platform, our of higher learning. This will strengthen to position the Company to operational performance. working with partners such as the maintenance staff is able to remotely professionalism in the rail industry exploit the advancement in land Nanyang Technological University (NTU) retrieve and update asset maintenance and help to increase the number and transportation technology and to Corporate Lab, the Urban Mobility information. This platform interfaces quality of rail engineers in Singapore. stay relevant as the technology The Engineering Group has RAISING NEW CAPABILITIES AND LINES Centre and start-ups associated with different enterprise Maintenance landscape and business evolve. three strategic objectives: with SMRT’s corporate venture arm Management Systems with a customised The Engineering Group is developing Momentum, SMRT is able to accelerate and ergonomic user interface, and 6867$,1,1*$1'$&+,(9,1* ),1$1&,$/675(1*7+ a. To raise new capabilities new capabilities in the areas of data solutions for condition-based is able to adapt to changes to *(77+(5($6,$ and new lines analytics, condition monitoring and monitoring and to enhance rail asset maintenance needs. This new practice maintenance techniques. Employing repair and reliability. has shortened the required time on the The Engineering Group oversees In anticipation of the growing b. To train a competent data analytics will drive business and job, thus increasing productivity. MOMS the transformation of the supply demand for Autonomous Vehicles, workforce process improvements that ultimately We also promote digitalisation within has been progressively rolled out to chain for Trains. Logistics and SMRT Services Pte. Ltd. (SMRT c. To sustain and achieve enhance customer experience. For all business units and corporate various maintenance branches and is supply chain optimisation Services) and 2 Getthere Holding B.V. financial strength example, data analysis will identify departments to transform work expected to reduce the time to process are critical to ensuring train JHWWKHUH IRUPHGD-RLQW9HQWXUH and address anomalies and potential processes and enhance innovation and PDLQWHQDQFHDGPLQLVWUDWLRQE\ reliability through efficient -9 JHWWKHUH$VLDLQ agility across the company. This digital materials planning, procurement, transformation will reinforce the new warehousing and fulfilment. 2getthere’s Group Rapid Transit culture within the Company, supporting 75$,1,1*$&203(7(17:25.)25&( Improvement in the supply chain (GRT) vehicle is able to operate (PEUDFLQJWKHƨ/($'ƩFXOWXUH collaboration and interaction among management process also ensures autonomously in demanding staff and improving the learning A competent workforce is essential that we are able to minimise weather conditions, using its to SMRT’s success, with upskilling SMRT’s investment while maximising The Engineering Group seeks to realise the above deliverables by environment. Examples of digitalisation proprietary software for navigation. and continuous training. SMRT effectiveness in the logistics promoting its “LEAD” culture, which stands for: are described below. &DUU\LQJXSWRSDVVHQJHUVWKH Institute is the SMRT’s training arm. Its supply chain. GRT vehicle is able to operate as a Leveraging partners and technologies to increase efficiency to Predictive Decision Support System initiatives include updating the Trains low-cost automated transit system With SMRT’s expertise and enhance performance The Predictive Decision Support skill and competency framework, WUDQVSRUWLQJXSWRSDVVHQJHUV strengthening the maintenance experience in transportation E System is a single digitalised platform per hour in any single direction. nterprising and out-of-the-box innovative solutions housing the Permanent Way (PWay) skills of technical staff, enhancing operations and maintenance, SMRT the quality of service delivered by has been providing consultation Adding and growing new businesses asset design, maintenance and The GRT has successfully condition data. Since its roll-out, this operations staff and improving the services to regional transportation participated in several projects and Developing a positive mindset to overcome challenges platform has provided PWay staff effectiveness of workplace learning. operations and maintenance demonstrations at Changi Airport, with advanced data processing and Aside from more structured practical agencies. These pursuits enhance 178DQG6HQGDL$LUSRUW-DSDQ Experience 38 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 39 DEVELOPING STRONG CAPABILITY

ENHANCING THE CUSTOMER’S EXPERIENCE

We brightened commutes by decking up our trains and stations during festive seasons. Our partnership with The Walt Disney Company (Southeast Asia) WINK+ GO allows motorists to earn points when they travel through ERP engages commuters throughout the year. gantries with the WINK+ app.

In 2018, SMRT Commercial was renamed convenient services and food-to- Our joint venture, SMRT Alpha OUR DIGITAL OFFERINGS ƨ'D\VRI-R\ZLWK:,1.Ʃ go options, while our advertising Pte Ltd, leases and operates with the objective of increasing SMRT Experience and helps shape positive spaces add vibrancy to the key commercial areas in the WINK+ is our rewards app that engagement and acquiring new experiences across touchpoints throughout network. Singapore Sports Hub precinct, awards points to users when users. During the 12 campaign a commuter’s journey. LQFOXGLQJVTPRIUHWDLO they travel on the SMRT train days, users participated in daily With Singapore’s largest and and food areas at Kallang network, scan WINK+ QR codes word-play contests. Qualifying To deliver on this commitment, most connected media and retail Wave Mall, Singapore Indoor or participate in WINK+ Play participants won prizes from we will focus on elevating network, we reach millions of Stadium and Water Sports activities. The points can be advertisers such as Cat & the service delivery for a more customers and commuters daily Centre. redeemed at participating Fiddle, Eureka Snack SG and holistic commuting experience with impactful advertisements, merchants or on iMOB Shop. SkinSoul Switzerland. During the for all Singaporeans. spaces and activations. Our partnership with The Walt It is also a unique digital Chinese New Year festive period, Disney Company (Southeast platform for advertisers to we continued to engage WINK+ Our job involves listening to our In the year ahead, we will continue Asia) across our transport, retail actively engage audiences users with the “Wheel of Prosperity” commuters, better understanding to add vibrancy to our train and and digital networks engages through targeted surveys and SURPRWLRQ'XULQJWKHGD\ their needs, and creating physical bus networks by bringing in more commuters and consumers gamification. promotion, users stood a chance to and digital interfaces that will lifestyle and convenience brands. throughout the year with win prizes from merchants such as bring about seamless and value- We will innovate and improve our rewards such as family holiday ,Q:,1.FROODERUDWHG Noel, bYSI, Emicakes and Midea. added experiences for them. offerings to enhance value and experiences, movie tickets and with NETS to launch a new We are also building the service stay ahead of the competition. exclusive movie or character- feature, WINK+ GO, which We will continue to grow WINK+ capabilities of all our staff. branded premiums. allows motorists to earn points with new app features, exciting We will also continue to support when they pass through an consumer promotions to boost user SMRT Experience continues public transport and public We continue to partner Citibank operational Electronic Road acquisition, and onboarding of new to contribute to the non-fare education initiatives through Singapore as our presenting Pricing (ERP) gantry with a NETS retailers and partners. revenue and profits of SMRT partnerships and community bank. Citibank SMRT card Contactless Cashcard registered Corporation. We manage the campaigns. members enjoy promotions and via the WINK+ app. retail and advertising spaces earn rewards in categories such ADVERTISING AND RETAIL within the SMRT network of MRT as groceries, coffee, movies, fast 2WKHUKLJKOLJKWVRILQFOXGH SOLUTIONS stations and bus interchanges, PARTNERING FOR SUCCESS food, online shopping, health welcoming new merchants such as well as SMRT’s trains, buses and beauty merchants like as H&M and Teo Heng KTV on The X Collective (XCO), a and taxis. SMRT Experience actively FairPrice, Sheng Siong, Lazada, board while expanding point wholly-owned subsidiary of develops partnerships across our Starbucks Coffee, Golden redemption options for WINK+ SMRT Experience, leverages its Our retail spaces provide businesses to bring value to our Village, McDonald’s, POPULAR users. During the year-end capabilities in media, properties commuters with a wide range of customers and partners. Bookstores and Watsons. festive season, we launched and marketing to develop 38 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 39 DEVELOPING STRONG CAPABILITY

ENHANCING THE CUSTOMER’S EXPERIENCE

In 2018, SMRT Commercial was renamed convenient services and food-to- Our joint venture, SMRT Alpha OUR DIGITAL OFFERINGS ƨ'D\VRI-R\ZLWK:,1.Ʃ go options, while our advertising Pte Ltd, leases and operates with the objective of increasing SMRT Experience and helps shape positive spaces add vibrancy to the key commercial areas in the WINK+ is our rewards app that engagement and acquiring new experiences across touchpoints throughout network. Singapore Sports Hub precinct, awards points to users when users. During the 12 campaign a commuter’s journey. LQFOXGLQJVTPRIUHWDLO they travel on the SMRT train days, users participated in daily With Singapore’s largest and and food areas at Kallang network, scan WINK+ QR codes word-play contests. Qualifying To deliver on this commitment, most connected media and retail Wave Mall, Singapore Indoor or participate in WINK+ Play participants won prizes from we will focus on elevating network, we reach millions of Stadium and Water Sports activities. The points can be advertisers such as Cat & the service delivery for a more customers and commuters daily Centre. redeemed at participating Fiddle, Eureka Snack SG and holistic commuting experience with impactful advertisements, merchants or on iMOB Shop. SkinSoul Switzerland. During the for all Singaporeans. spaces and activations. Our partnership with The Walt It is also a unique digital Chinese New Year festive period, Disney Company (Southeast platform for advertisers to we continued to engage WINK+ Our job involves listening to our In the year ahead, we will continue Asia) across our transport, retail actively engage audiences users with the “Wheel of Prosperity” commuters, better understanding to add vibrancy to our train and and digital networks engages through targeted surveys and SURPRWLRQ'XULQJWKHGD\ their needs, and creating physical bus networks by bringing in more commuters and consumers gamification. promotion, users stood a chance to and digital interfaces that will lifestyle and convenience brands. throughout the year with win prizes from merchants such as bring about seamless and value- We will innovate and improve our rewards such as family holiday ,Q:,1.FROODERUDWHG Noel, bYSI, Emicakes and Midea. added experiences for them. offerings to enhance value and experiences, movie tickets and with NETS to launch a new We are also building the service stay ahead of the competition. exclusive movie or character- feature, WINK+ GO, which We will continue to grow WINK+ capabilities of all our staff. branded premiums. allows motorists to earn points with new app features, exciting We will also continue to support when they pass through an consumer promotions to boost user SMRT Experience continues public transport and public We continue to partner Citibank operational Electronic Road acquisition, and onboarding of new to contribute to the non-fare education initiatives through Singapore as our presenting Pricing (ERP) gantry with a NETS retailers and partners. revenue and profits of SMRT partnerships and community bank. Citibank SMRT card Contactless Cashcard registered Corporation. We manage the campaigns. members enjoy promotions and via the WINK+ app. retail and advertising spaces earn rewards in categories such ADVERTISING AND RETAIL within the SMRT network of MRT as groceries, coffee, movies, fast 2WKHUKLJKOLJKWVRILQFOXGH SOLUTIONS stations and bus interchanges, PARTNERING FOR SUCCESS food, online shopping, health welcoming new merchants such as well as SMRT’s trains, buses and beauty merchants like as H&M and Teo Heng KTV on The X Collective (XCO), a and taxis. SMRT Experience actively FairPrice, Sheng Siong, Lazada, board while expanding point wholly-owned subsidiary of develops partnerships across our Starbucks Coffee, Golden redemption options for WINK+ SMRT Experience, leverages its Our retail spaces provide businesses to bring value to our Village, McDonald’s, POPULAR users. During the year-end capabilities in media, properties commuters with a wide range of customers and partners. Bookstores and Watsons. festive season, we launched and marketing to develop 40 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 41 DEVELOPING STRONG CAPABILITY

ENHANCING THE CUSTOMER’S EXPERIENCE

7KH,QVSLUDWLRQ6WRUHLQ2UFKDUG;FKDQJHEULQJVLQVHDVRQDO-DSDQHVHWKHPHGDUWUHWDLODQG Tourism Australia decked City Hall MRT station concourse with SMRT’s Deepavali concept train to celebrate the Festival of Lights with our food and beverage concepts, with interactive workshops that are free for commuters. first-ever holographic display in our stations. commuters.

impactful platforms, tailor DERXWRFFXSDQF\:H that are free for commuters. interactive #DOsquatschallenge During Deepavali, Christmas content and design interactive constantly enhance our Xchanges, We will roll out more of such campaign in Tampines and and Chinese New Year, we campaigns to transform and MRT stations and bus interchanges interactive tenant concepts City Hall MRT stations which brightened commutes by decking enhance commercial spaces. to cater to consumers in and to engage commuters and to challenged commuters to do out our trains and stations in around our transport network. The make their travel experience squats within a time limit to festive-themed designs. During the year, XCO was SMRT Shops programme continues more enjoyable. earn free MRT rides. appointed to market advertising to reward the community and We continued to back the media and event spaces at Paya Lebar commuters with attractive deals. During the year, we worked and advertising industries as well Quarter, a landmark residential, 285$'9(57,6,1*1(7:25. closely with government as the local talents, by sponsoring retail and office development that ,Q2FWREHU6057([SHULHQFH agencies and statutory boards trade events and awards. LVVFKHGXOHGWRIXOO\RSHQLQ4 worked with social enterprise SMRT Experience manages to create impactful, multi- group, Singapore Fashion Runway. Singapore’s largest advertising platform advertising island-wide This organisation offers people network of out-of-home campaigns, for key national PURSUING SUSTAINABLE with special needs and the platforms and digital screens events such as National Day *52:7+ disadvantaged with a learning across the public transport 3DUDGH and development platform network. We reach an SMRT Experience plans to through their fashion-for-a- audience of millions daily We actively supported public strengthen collaborations social-cause programmes. SMRT through our interactive, transport campaigns, as well with more partners to improve Experience enabled Singapore multi-channel platforms. as community, environment, customer experience, while Fashion Runway to reach out to sporting and arts events. seeking sustainable growth. The their beneficiaries and create We continue to encourage These included the Land year ahead will see us expand awareness with a brick-and- innovative and interactive Transport Authority’s our capabilities in digital and mortar space at Marina South advertising formats. Tourism Graciousness campaign, data. This will allow us to offer Pier MRT station. Australia decked City Hall MRT National Council of Social better products and services that station’s concourse with the Service’s President’s Challenge, will enhance commuters’ journeys ,Q'HFHPEHUZHFROODERUDWHG first-ever holographic display in NEA’s Public Toilet Cleanliness and their quality of life. ZLWK(DVW-DSDQ5DLOZD\&RPSDQ\ our stations. Standard Chartered campaign, Singapore Police -5(DVW DQGLQWURGXFHGWKH Bank delighted commuters Force’s Outrage of Modesty Inspiration Store in Orchard with Christmas lights and music in Public Transport campaign, 2853523(57,(61(7:25. ;FKDQJHWREULQJLQ-DSDQHVH that were triggered whenever The Boys’ Brigade Share-a-Gift themed art, retail and a food and commuters engaged with 3URMHFWDQG6LQJDSRUH SMRT Experience manages over beverage concept with seasonal the advertisement. Prudential Symphony Orchestra’s Mothers’ UHWDLOXQLWVDQGDFKLHYHG menus and interactive workshops Singapore launched an Day Concert. 40 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 41 DEVELOPING STRONG CAPABILITY

ENHANCING THE CUSTOMER’S EXPERIENCE

impactful platforms, tailor DERXWRFFXSDQF\:H that are free for commuters. interactive #DOsquatschallenge During Deepavali, Christmas content and design interactive constantly enhance our Xchanges, We will roll out more of such campaign in Tampines and and Chinese New Year, we campaigns to transform and MRT stations and bus interchanges interactive tenant concepts City Hall MRT stations which brightened commutes by decking enhance commercial spaces. to cater to consumers in and to engage commuters and to challenged commuters to do out our trains and stations in around our transport network. The make their travel experience squats within a time limit to festive-themed designs. During the year, XCO was SMRT Shops programme continues more enjoyable. earn free MRT rides. appointed to market advertising to reward the community and We continued to back the media and event spaces at Paya Lebar commuters with attractive deals. During the year, we worked and advertising industries as well Quarter, a landmark residential, 285$'9(57,6,1*1(7:25. closely with government as the local talents, by sponsoring retail and office development that ,Q2FWREHU6057([SHULHQFH agencies and statutory boards trade events and awards. LVVFKHGXOHGWRIXOO\RSHQLQ4 worked with social enterprise SMRT Experience manages to create impactful, multi- group, Singapore Fashion Runway. Singapore’s largest advertising platform advertising island-wide This organisation offers people network of out-of-home campaigns, for key national PURSUING SUSTAINABLE with special needs and the platforms and digital screens events such as National Day *52:7+ disadvantaged with a learning across the public transport 3DUDGH and development platform network. We reach an SMRT Experience plans to through their fashion-for-a- audience of millions daily We actively supported public strengthen collaborations social-cause programmes. SMRT through our interactive, transport campaigns, as well with more partners to improve Experience enabled Singapore multi-channel platforms. as community, environment, customer experience, while Fashion Runway to reach out to sporting and arts events. seeking sustainable growth. The their beneficiaries and create We continue to encourage These included the Land year ahead will see us expand awareness with a brick-and- innovative and interactive Transport Authority’s our capabilities in digital and mortar space at Marina South advertising formats. Tourism Graciousness campaign, data. This will allow us to offer Pier MRT station. Australia decked City Hall MRT National Council of Social better products and services that station’s concourse with the Service’s President’s Challenge, will enhance commuters’ journeys ,Q'HFHPEHUZHFROODERUDWHG first-ever holographic display in NEA’s Public Toilet Cleanliness and their quality of life. ZLWK(DVW-DSDQ5DLOZD\&RPSDQ\ our stations. Standard Chartered campaign, Singapore Police -5(DVW DQGLQWURGXFHGWKH Bank delighted commuters Force’s Outrage of Modesty Inspiration Store in Orchard with Christmas lights and music in Public Transport campaign, 2853523(57,(61(7:25. ;FKDQJHWREULQJLQ-DSDQHVH that were triggered whenever The Boys’ Brigade Share-a-Gift themed art, retail and a food and commuters engaged with 3URMHFWDQG6LQJDSRUH SMRT Experience manages over beverage concept with seasonal the advertisement. Prudential Symphony Orchestra’s Mothers’ UHWDLOXQLWVDQGDFKLHYHG menus and interactive workshops Singapore launched an Day Concert. Our People 44 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 45 DEVELOPING STRONG CAPABILITY

HUMAN RESOURCE

In February 2019, SMRT signed two Memoranda of Understanding to reinforce our commitment SMRT leadership walk the ground to meet and engage employees at various locations like depots, interchanges and stations across Singapore. to prepare transport workers to be future-ready.

We sharpened SMRT’s core values to Integrity, SMRT engineers earned their Programme, in partnership of leadership across levels, town halls, coupled with our FHUWLILFDWHVLQ2FWREHU7R with Singapore Polytechnic, for particularly among our ground staff newsletter, company-wide Safety, Service and Excellence. These anchor certify the skills developed in our staff who are graduates leaders. We have augmented collaboration platform and our efforts to build a disciplined workforce the STEP programme, SMRT has from the Institute of Technical ground leaders with additional other internal digital platforms, committed to producing excellence and quality collaborated with the Institution Education to deepen their skills. deputies and consolidated the provide staff with a range of of Engineers, Singapore, to $IWHUFRPSOHWLQJWKHPRQWK work teams and reporting layers informational touchpoints and outcomes. We have also stepped up efforts design the Chartered Engineer training programme, they for increased accountability, direct communication channels to create a collective ethos of pride in the programme for railway and receive a Workforce Singapore cohesion, engagement and to higher management. transportation professionals. Certificate in Rapid Transit development. To support organisation’s mission and each individual’s ,QRIRXUHQJLQHHUV System Engineering. Those who ground leaders, we have These engagement efforts contribution towards it. obtained this professional choose to continue for another accelerated training in critical are underpinned by the close accreditation. 12 months obtain the full Diploma competencies to help manage involvement of the National in Engineering – Rapid Transit the team more effectively. Transport Workers’ Union Rail engineers play a key role 6LQFH6057KDVDOVR Technology from Singapore (NTWU), our critical partner in SMRT, and we pay close collaborated with the Singapore Polytechnic. in working towards our vision attention to their professional Institute of Technology (SIT), PROMOTING STAFF of a cohesive workforce development. To promote the Land Transport Authority (LTA) ENGAGEMENT & that speaks up, stays and rail engineering industry and and SBS Transit to develop EMPOWERING GROUND COMMUNICATION strives for SMRT. A Collective professionalise our rail engineers, the Sustainable Infrastructure /($'(56+,3$1'7($0:25. Agreement is in place to we work with the authorities, Engineering (Land) degree To strengthen employee protect the rights of our non- industry partners and academic programme, which features a All new staff undergo the relations and workplace executive employees, and the institutions. year-long immersive internship. SMRT Service Excellence harmony, we drive regular two- Union provides a platform for SMRT hosted the second batch programme which aims to way engagement between educating members about We have been running the SMRT RI6,7LQWHUQVLQHTXLSSLQJ enhance the service standards employees and different levels their rights, as well as a Train Engineer Professionalisation them with ground experience. towards Safety, Reliability, of management. This enables channel for communication 67(3 SURJUDPPHVLQFH We look forward to welcoming Care and Comfort. Our Service clear line-of-sight to the with management and airing As part of the STEP programme, them as employees upon Excellence Campaign drives organisational direction and of grievances, if any. A dispute SMRT has partnered the graduation. these standards further in daily goals, while offering a platform resolution process codified University of Birmingham to operations through Leader for ground feedback. Closed- in the Collective Agreement develop the Postgraduate As part of our continuous Ambassadors – advocates loop feedback structures and ensures that disputes are Certificate in Urban Railway workforce upskilling effort, appointed across the processes further ensure the promptly addressed. Through Engineering (Singapore). SMRT has participated in the organisation. We continue to be active follow up of all feedback. recruitment roadshows and 7KHSLRQHHUFRKRUWRI SkillsFuture Earn and Learn committed to raising the quality Management walkabouts and by facilitating the payment of 44 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 45 DEVELOPING STRONG CAPABILITY

HUMAN RESOURCE

We sharpened SMRT’s core values to Integrity, SMRT engineers earned their Programme, in partnership of leadership across levels, town halls, coupled with our FHUWLILFDWHVLQ2FWREHU7R with Singapore Polytechnic, for particularly among our ground staff newsletter, company-wide Safety, Service and Excellence. These anchor certify the skills developed in our staff who are graduates leaders. We have augmented collaboration platform and our efforts to build a disciplined workforce the STEP programme, SMRT has from the Institute of Technical ground leaders with additional other internal digital platforms, committed to producing excellence and quality collaborated with the Institution Education to deepen their skills. deputies and consolidated the provide staff with a range of of Engineers, Singapore, to $IWHUFRPSOHWLQJWKHPRQWK work teams and reporting layers informational touchpoints and outcomes. We have also stepped up efforts design the Chartered Engineer training programme, they for increased accountability, direct communication channels to create a collective ethos of pride in the programme for railway and receive a Workforce Singapore cohesion, engagement and to higher management. transportation professionals. Certificate in Rapid Transit development. To support organisation’s mission and each individual’s ,QRIRXUHQJLQHHUV System Engineering. Those who ground leaders, we have These engagement efforts contribution towards it. obtained this professional choose to continue for another accelerated training in critical are underpinned by the close accreditation. 12 months obtain the full Diploma competencies to help manage involvement of the National in Engineering – Rapid Transit the team more effectively. Transport Workers’ Union Rail engineers play a key role 6LQFH6057KDVDOVR Technology from Singapore (NTWU), our critical partner in SMRT, and we pay close collaborated with the Singapore Polytechnic. in working towards our vision attention to their professional Institute of Technology (SIT), PROMOTING STAFF of a cohesive workforce development. To promote the Land Transport Authority (LTA) ENGAGEMENT & that speaks up, stays and rail engineering industry and and SBS Transit to develop EMPOWERING GROUND COMMUNICATION strives for SMRT. A Collective professionalise our rail engineers, the Sustainable Infrastructure /($'(56+,3$1'7($0:25. Agreement is in place to we work with the authorities, Engineering (Land) degree To strengthen employee protect the rights of our non- industry partners and academic programme, which features a All new staff undergo the relations and workplace executive employees, and the institutions. year-long immersive internship. SMRT Service Excellence harmony, we drive regular two- Union provides a platform for SMRT hosted the second batch programme which aims to way engagement between educating members about We have been running the SMRT RI6,7LQWHUQVLQHTXLSSLQJ enhance the service standards employees and different levels their rights, as well as a Train Engineer Professionalisation them with ground experience. towards Safety, Reliability, of management. This enables channel for communication 67(3 SURJUDPPHVLQFH We look forward to welcoming Care and Comfort. Our Service clear line-of-sight to the with management and airing As part of the STEP programme, them as employees upon Excellence Campaign drives organisational direction and of grievances, if any. A dispute SMRT has partnered the graduation. these standards further in daily goals, while offering a platform resolution process codified University of Birmingham to operations through Leader for ground feedback. Closed- in the Collective Agreement develop the Postgraduate As part of our continuous Ambassadors – advocates loop feedback structures and ensures that disputes are Certificate in Urban Railway workforce upskilling effort, appointed across the processes further ensure the promptly addressed. Through Engineering (Singapore). SMRT has participated in the organisation. We continue to be active follow up of all feedback. recruitment roadshows and 7KHSLRQHHUFRKRUWRI SkillsFuture Earn and Learn committed to raising the quality Management walkabouts and by facilitating the payment of 46 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 47 DEVELOPING STRONG CAPABILITY

HUMAN RESOURCE

Regular two-way engagement between employees and different levels of leadership Management walkabouts provide employees with direct communication channels. strengthen employee relations and workplace harmony.

Union membership fees through ƭ 5HYLHZLQJRIFXUUHQWWUDLQLQJ SMRT has partnered Fullerton direct salary deductions and the plans and identification of Health in implementing a provision of flexible benefits, SMRT training gaps and needs in series of healthcare initiatives, actively encourages employees the upskilling and reskilling including flu vaccinations for all to exercise their right to join of workers in line with the staff and health talks for Union the NTWU. As a result, Union changing environment members and selected groups. PHPEHUVKLSLVDWDERXW Workforce Health task forces ƭ 'HYHORSPHQWDQGPDSSLQJ have also been commissioned of training programmes for SMRT’s relationship with NTWU to address the needs of our workers to be future-ready is based on trust and open fast-maturing workforce communication, with frequent ƭ )RVWHULQJRIOLIHORQJOHDUQLQJ and strengthen employees’ dialogue and consultation on culture amongst the workers physical and mental health. policy and change management. This includes collaboration with We are committed to furthering the Health Promotion Board to this strategic partnership. In BUILDING A SUSTAINABLE, conduct health screenings. February 2019, we inked two &203(7(17:25.)25&( Memoranda of Understanding to PROFILE As we look forward to the cement both parties’ commitment opening of the Thomson- to co-building our workforce. East Coast Line at the end As our headcount grows to SMRT Trains, SMRT Buses and of the year, we will continue meet rising capacity and NTWU agreed to set up training to expand our workforce in maintenance needs, we committees dedicated to the tandem with our growing continue to shape a lean and following: trains operations. productive workforce with ƭ 6KDULQJRIWHFKQRORJ\DQG a sustainable age and business plans impacting the nationality profile. To help our job scope of workers in the workers better maintain their future landscape health and physical well-being, 46 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 47 DEVELOPING STRONG CAPABILITY

HUMAN RESOURCE

Union membership fees through ƭ 5HYLHZLQJRIFXUUHQWWUDLQLQJ SMRT has partnered Fullerton direct salary deductions and the plans and identification of Health in implementing a provision of flexible benefits, SMRT training gaps and needs in series of healthcare initiatives, actively encourages employees the upskilling and reskilling including flu vaccinations for all to exercise their right to join of workers in line with the staff and health talks for Union the NTWU. As a result, Union changing environment members and selected groups. PHPEHUVKLSLVDWDERXW Workforce Health task forces ƭ 'HYHORSPHQWDQGPDSSLQJ have also been commissioned of training programmes for SMRT’s relationship with NTWU to address the needs of our workers to be future-ready is based on trust and open fast-maturing workforce communication, with frequent ƭ )RVWHULQJRIOLIHORQJOHDUQLQJ and strengthen employees’ dialogue and consultation on culture amongst the workers physical and mental health. policy and change management. This includes collaboration with We are committed to furthering the Health Promotion Board to this strategic partnership. In BUILDING A SUSTAINABLE, conduct health screenings. February 2019, we inked two &203(7(17:25.)25&( Memoranda of Understanding to PROFILE As we look forward to the cement both parties’ commitment opening of the Thomson- to co-building our workforce. East Coast Line at the end As our headcount grows to SMRT Trains, SMRT Buses and of the year, we will continue meet rising capacity and NTWU agreed to set up training to expand our workforce in maintenance needs, we committees dedicated to the tandem with our growing continue to shape a lean and following: trains operations. productive workforce with ƭ 6KDULQJRIWHFKQRORJ\DQG a sustainable age and business plans impacting the nationality profile. To help our job scope of workers in the workers better maintain their future landscape health and physical well-being, Serving Our Community 50 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 51 SERVING OUR COMMUNITY

CORPORATE SOCIAL that complement the national Initially targeting secondary We have contributed almost RESPONSIBILITY healthcare network, making schools and institutes of higher S$2 million in in-kind and cash medical support more accessible learning, the programme has been sponsorships. and ensures continuity of care for extended to community groups. patients. 7KH/HDUQLQJ-RXUQH\LQFOXGHVD ENCOURAGING ENVIRONMENTAL The programme was launched by guided tour of our fully automated SUSTAINABILITY Mr Masagos Zulkifli, Minister for the Circle Line Operations Control Environment and Water Resources Centre to learn more about SMRT’s SMRT is committed to being and MP of Tampines GRC and operations and how SMRT is a responsible steward of the joined by Mr Seah Moon Ming, committed to safety and security. environment. Our green initiatives SMRT’s Chairman. ,QWKHSURJUDPPHVDZDERXW centre on Energy Conservation, 1,000 participants. Water Conservation, Waste

The Community Health on Wheels vehicle has benefitted more than 1,600 senior citizens and Since then, the van has been Management and Green Advocacy. migrant workers. rolled out to several heartland 2XU6SRQVRUVKLSV areas through partnerships with SMRT believes in supporting the $0XOWLIDFHWHG$SSURDFK Community Clubs, Residents’ communities we serve. In line with Many of our initiatives address Committees and other our CSR Pillars, our sponsorships more than one pillar of At SMRT, we believe in creating a positive Beneficiaries include seven organisations. Over 1,600 senior in FY2019 supported social service environmental sustainability. adopted charities – the Asian citizens and migrant workers have organisations by enhancing For example, SMRT has upgraded impact on the communities we serve. We are Women’s Welfare Association benefitted from the service. their beneficiaries’ mobility, and five Train Washing Plants at our committed to conducting our business in an (AWWA), Bizlink Centre, Cerebral empowering the community Bishan, Changi and Ulu Pandan economically, socially and environmentally Palsy Alliance Singapore, through the arts and education. train depots to use recycled water Geylang East Home for the Aged, (032:(5,1*7+528*+7+( Some of these organisations in one of the train wash cycles. responsible way, balancing the interests of Handicaps Welfare Association, ARTS AND EDUCATION included the President’s Challenge, This saves 1,000 litres per wash or our stakeholders, from our commuters to our Muscular Dystrophy Association Community Chest, Society for the 160,000 litres per month. Any waste employees and business partners. (Singapore) and Society for Art in Transit Physically Disabled, and national water left over is then treated by the Physically Disabled – and SMRT actively supports the local initiatives such as the National filtering out oil and sand particles, Community Development Councils. arts scene. Since 2011, we have Day Parade. neutralising the pH level and been working with Art Outreach, removing harmful metal-based (1+$1&,1*/,9(6 The placement of the SMRT SMRT-Singapore Red Cross’ a non-profit organisation that pollutants. Meanwhile, the washing roundel reflects SMRT’s place &RPPXQLW\+HDOWKRQ:KHHOV promotes arts education in plant at Tuas West Depot is fitted SMRT’s corporate social at the heart of our community. We sponsored a new Community Singapore, to organise the Art ,Q.LQGDQG&DVK6SRQVRUVKLSV with an Ultraviolet Sterilising responsibility (CSR) strategy Health on Wheels (CHoW) vehicle in Transit tours in our Circle Photocatalysis Device that helps ensures greater alignment that delivers free ancillary services Line stations. Participants learn with the in-depth treatment between our CSR programmes ENABLING MOBILITY and medical care to the elderly in about the art installations in the and removal of organic waste and our vision of Moving People, the heartlands, especially to those stations and the heritage of the containing large surface active Enhancing Lives. SMRT Gift of Mobility (GoM) living alone. community in the vicinity. We have agents and other pollutants. The 7D[L9RXFKHUV3URJUDPPH FRQGXFWHGPRUHWKDQWRXUV Tuas West Depot is also connected The Enhancing Lives logo portrays /DXQFKHGLQWKH*R0 SMRT supported Singapore Red for some 10,000 students and to the NEWater (reclaimed water) a heart and a pair of supporting Taxi Vouchers Programme Cross’ CHoW, a community-based members of the public. supply, and has implemented hands. The heart is synonymous assists individuals with mobile health programme, where rainwater harvesting. with a caring community, while physical disabilities and a CHoW van was retrofitted with Learning Journey the hands embody SMRT’s CSR mobility needs who require basic medical diagnostic and 7KH6057/HDUQLQJ-RXUQH\LV ,Q2FWREHU6057 pillars. The left hand represents transport to obtain medical therapeutic equipment. Supported an educational programme that implemented district cooling and our commitment to encouraging treatment, seek employment by 120 healthcare volunteers takes participants behind the subsequently decommissioned the environmental sustainability or even to go to work. Under of Professional Network: Nurses scenes to discover its operations. cooling towers at Raffles Place MRT while the right symbolises our the programme, SMRT Taxis Network, Allied Health Network, Enabling Mobility 75% station. District cooling not only Empowering through efforts in enabling mobility and provides beneficiaries with Social Work Network, the van Participants also learn how they 24% frees up space and cuts servicing the Arts & Education empowering the community point-to-point transfers to visits different parts of Singapore can play a part in ensuring a safe, costs but has also achieved up to through the arts and education. their destinations. to provide essential services enjoyable journey. Others 1% VDYLQJVLQXWLOLW\FRVWV 50 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 51 SERVING OUR COMMUNITY

The Community Health on Wheels vehicle has benefitted more than 1,600 senior citizens and Since then, the van has been Management and Green Advocacy. migrant workers. rolled out to several heartland 2XU6SRQVRUVKLSV areas through partnerships with SMRT believes in supporting the $0XOWLIDFHWHG$SSURDFK Community Clubs, Residents’ communities we serve. In line with Many of our initiatives address Committees and other our CSR Pillars, our sponsorships more than one pillar of At SMRT, we believe in creating a positive Beneficiaries include seven organisations. Over 1,600 senior in FY2019 supported social service environmental sustainability. adopted charities – the Asian citizens and migrant workers have organisations by enhancing For example, SMRT has upgraded impact on the communities we serve. We are Women’s Welfare Association benefitted from the service. their beneficiaries’ mobility, and five Train Washing Plants at our committed to conducting our business in an (AWWA), Bizlink Centre, Cerebral empowering the community Bishan, Changi and Ulu Pandan economically, socially and environmentally Palsy Alliance Singapore, through the arts and education. train depots to use recycled water Geylang East Home for the Aged, (032:(5,1*7+528*+7+( Some of these organisations in one of the train wash cycles. responsible way, balancing the interests of Handicaps Welfare Association, ARTS AND EDUCATION included the President’s Challenge, This saves 1,000 litres per wash or our stakeholders, from our commuters to our Muscular Dystrophy Association Community Chest, Society for the 160,000 litres per month. Any waste employees and business partners. (Singapore) and Society for Art in Transit Physically Disabled, and national water left over is then treated by the Physically Disabled – and SMRT actively supports the local initiatives such as the National filtering out oil and sand particles, Community Development Councils. arts scene. Since 2011, we have Day Parade. neutralising the pH level and been working with Art Outreach, removing harmful metal-based (1+$1&,1*/,9(6 The placement of the SMRT SMRT-Singapore Red Cross’ a non-profit organisation that pollutants. Meanwhile, the washing roundel reflects SMRT’s place &RPPXQLW\+HDOWKRQ:KHHOV promotes arts education in plant at Tuas West Depot is fitted SMRT’s corporate social at the heart of our community. We sponsored a new Community Singapore, to organise the Art ,Q.LQGDQG&DVK6SRQVRUVKLSV with an Ultraviolet Sterilising responsibility (CSR) strategy Health on Wheels (CHoW) vehicle in Transit tours in our Circle Photocatalysis Device that helps ensures greater alignment that delivers free ancillary services Line stations. Participants learn with the in-depth treatment between our CSR programmes ENABLING MOBILITY and medical care to the elderly in about the art installations in the and removal of organic waste and our vision of Moving People, the heartlands, especially to those stations and the heritage of the containing large surface active Enhancing Lives. SMRT Gift of Mobility (GoM) living alone. community in the vicinity. We have agents and other pollutants. The 7D[L9RXFKHUV3URJUDPPH FRQGXFWHGPRUHWKDQWRXUV Tuas West Depot is also connected The Enhancing Lives logo portrays /DXQFKHGLQWKH*R0 SMRT supported Singapore Red for some 10,000 students and to the NEWater (reclaimed water) a heart and a pair of supporting Taxi Vouchers Programme Cross’ CHoW, a community-based members of the public. supply, and has implemented hands. The heart is synonymous assists individuals with mobile health programme, where rainwater harvesting. with a caring community, while physical disabilities and a CHoW van was retrofitted with Learning Journey the hands embody SMRT’s CSR mobility needs who require basic medical diagnostic and 7KH6057/HDUQLQJ-RXUQH\LV ,Q2FWREHU6057 pillars. The left hand represents transport to obtain medical therapeutic equipment. Supported an educational programme that implemented district cooling and our commitment to encouraging treatment, seek employment by 120 healthcare volunteers takes participants behind the subsequently decommissioned the environmental sustainability or even to go to work. Under of Professional Network: Nurses scenes to discover its operations. cooling towers at Raffles Place MRT while the right symbolises our the programme, SMRT Taxis Network, Allied Health Network, Enabling Mobility 75% station. District cooling not only Empowering through efforts in enabling mobility and provides beneficiaries with Social Work Network, the van Participants also learn how they 24% frees up space and cuts servicing the Arts & Education empowering the community point-to-point transfers to visits different parts of Singapore can play a part in ensuring a safe, costs but has also achieved up to through the arts and education. their destinations. to provide essential services enjoyable journey. Others 1% VDYLQJVLQXWLOLW\FRVWV 52 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 53 SERVING OUR COMMUNITY

CORPORATE SOCIAL RESPONSIBILITY

XQLWVRIEORRGZHUHFROOHFWHGIURPWZREORRGGRQDWLRQGULYHVKHOGLQ SMRT employees spent an afternoon with the elderly touring Circle Line stations.

We also aim to reduce waste by owners to fit out their shops in bond between each other and MRT station. Close to 100 volunteers re-painted walls ensuring responsible practices, an environmentally-sustainable has a huge positive impact on SMRT volunteers assisted with and ceilings, replaced faulty with an emphasis on eliminating, manner, as well as to adopt eco- both the volunteers and on society. registration and ushering duties, household items and cleaned UHXVLQJDQGUHF\FOLQJ,QZH friendly habits and implement We do seek to give our staff more as well as served refreshments the homes. sent close to 1,600 tonnes of scrap green practices in their daily opportunities to volunteer individually WRWKHGRQRUV$WRWDORIXQLWV metal for recycling and collected operations. The Project: Eco-Shop or as part of SMRT’s CSR efforts. of blood were collected from the DSSUR[LPDWHO\WRQQHVRIWR[LF Label is based on a scoring system donors, which could potentially /22.,1*$+($' waste for disposal by reputable to evaluate the environmental Our staff volunteers are essential VDYHOLYHV licensed contractors. performance of retail shops in supporting and enriching SMRT’s Community Engagement: in the areas of Environmental ongoing community initiatives. Our &RPPXQLW\LQ6WDWLRQVZLWK Stations as Community Spaces We continue to seek ways Management & Awareness, volunteers contributed nearly 1,000 +HDUWZDUH1HWZRUN Our MRT stations are key public to be more environmentally Purchasing & Operations, Air KRXUVLQWKURXJKDQXPEHURI As part of our efforts to promote spaces and a part of community friendly. For example, we have Quality, Energy Conservation, initiatives such as: inclusivity in our network, about infrastructure. We hope these begun to fit station escalators Waste Management and Water YROXQWHHUVIURP6057MRLQHG spaces can facilitate social with an energy-saving feature. Conservation. In FY2019, over 100 &RPPXQLW\&KHVW)µ'L hands with volunteers from inclusion and cohesion, and We are also working with more shops within the SMRT train SMRT partnered the Community Heartware Network, a charitable contribute to the development the Public Utilities Board and networks were certified. To date, Chest for Fú Dài 2019, an annual youth organisation, to take a of strong communities. We are various social enterprises to over 600 shops have the Project: drive that galvanises the people, group of senior citizens on a tour exploring ways to partner local implement additional initiatives Eco-Shop label. private and public sectors to spread of the Circle Line MRT stations. community groups and schools. that will reduce SMRT’s water festive joy to the less fortunate. Besides introducing the various consumption by 10% annually. SMRT is committed to be a Together with over 2,000 like- commuter touch points and Specifically, we aim to have responsible steward of the minded corporate volunteers and providing information about more than 90% of our train environment. We have a committee community groups, around 60 of the local heritage around the stations certified under the that champions efforts in energy our staff volunteers packed and stations, this “Community in Water Efficient Building (WEB) reduction, water conservation and delivered 6,000 festive bags to the Stations” initiative treats the programme by December 2019. waste management, as well as elderly and families in need. Six of elderly to a day out and gives advocating green awareness. our Bus Captains and buses were the volunteers the opportunity to Green Advocacy also mobilised to transport the befriend the elderly. Project: Eco-Shop is a joint volunteers and their deliveries. initiative between SMRT and STAFF VOLUNTEERISM $::$+RXVH3DLQWLQJ the Singapore Environment Singapore Red Cross Blood More than 100 SMRT staff took Council (SEC). It is a certification Our people are our most valuable Donation Drives part in a series of house painting programme aimed at guiding asset. Staff volunteerism brings ,Q6057UDQWZREORRG projects for AWWA beneficiaries and encouraging shop our people together, creates a donation drives at Raffles Place living in one-room flats. The 52 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 53 SERVING OUR COMMUNITY

CORPORATE SOCIAL RESPONSIBILITY

XQLWVRIEORRGZHUHFROOHFWHGIURPWZREORRGGRQDWLRQGULYHVKHOGLQ SMRT employees spent an afternoon with the elderly touring Circle Line stations.

We also aim to reduce waste by owners to fit out their shops in bond between each other and MRT station. Close to 100 volunteers re-painted walls ensuring responsible practices, an environmentally-sustainable has a huge positive impact on SMRT volunteers assisted with and ceilings, replaced faulty with an emphasis on eliminating, manner, as well as to adopt eco- both the volunteers and on society. registration and ushering duties, household items and cleaned UHXVLQJDQGUHF\FOLQJ,QZH friendly habits and implement We do seek to give our staff more as well as served refreshments the homes. sent close to 1,600 tonnes of scrap green practices in their daily opportunities to volunteer individually WRWKHGRQRUV$WRWDORIXQLWV metal for recycling and collected operations. The Project: Eco-Shop or as part of SMRT’s CSR efforts. of blood were collected from the DSSUR[LPDWHO\WRQQHVRIWR[LF Label is based on a scoring system donors, which could potentially /22.,1*$+($' waste for disposal by reputable to evaluate the environmental Our staff volunteers are essential VDYHOLYHV licensed contractors. performance of retail shops in supporting and enriching SMRT’s Community Engagement: in the areas of Environmental ongoing community initiatives. Our &RPPXQLW\LQ6WDWLRQVZLWK Stations as Community Spaces We continue to seek ways Management & Awareness, volunteers contributed nearly 1,000 +HDUWZDUH1HWZRUN Our MRT stations are key public to be more environmentally Purchasing & Operations, Air KRXUVLQWKURXJKDQXPEHURI As part of our efforts to promote spaces and a part of community friendly. For example, we have Quality, Energy Conservation, initiatives such as: inclusivity in our network, about infrastructure. We hope these begun to fit station escalators Waste Management and Water YROXQWHHUVIURP6057MRLQHG spaces can facilitate social with an energy-saving feature. Conservation. In FY2019, over 100 &RPPXQLW\&KHVW)µ'L hands with volunteers from inclusion and cohesion, and We are also working with more shops within the SMRT train SMRT partnered the Community Heartware Network, a charitable contribute to the development the Public Utilities Board and networks were certified. To date, Chest for Fú Dài 2019, an annual youth organisation, to take a of strong communities. We are various social enterprises to over 600 shops have the Project: drive that galvanises the people, group of senior citizens on a tour exploring ways to partner local implement additional initiatives Eco-Shop label. private and public sectors to spread of the Circle Line MRT stations. community groups and schools. that will reduce SMRT’s water festive joy to the less fortunate. Besides introducing the various consumption by 10% annually. SMRT is committed to be a Together with over 2,000 like- commuter touch points and Specifically, we aim to have responsible steward of the minded corporate volunteers and providing information about more than 90% of our train environment. We have a committee community groups, around 60 of the local heritage around the stations certified under the that champions efforts in energy our staff volunteers packed and stations, this “Community in Water Efficient Building (WEB) reduction, water conservation and delivered 6,000 festive bags to the Stations” initiative treats the programme by December 2019. waste management, as well as elderly and families in need. Six of elderly to a day out and gives advocating green awareness. our Bus Captains and buses were the volunteers the opportunity to Green Advocacy also mobilised to transport the befriend the elderly. Project: Eco-Shop is a joint volunteers and their deliveries. initiative between SMRT and STAFF VOLUNTEERISM $::$+RXVH3DLQWLQJ the Singapore Environment Singapore Red Cross Blood More than 100 SMRT staff took Council (SEC). It is a certification Our people are our most valuable Donation Drives part in a series of house painting programme aimed at guiding asset. Staff volunteerism brings ,Q6057UDQWZREORRG projects for AWWA beneficiaries and encouraging shop our people together, creates a donation drives at Raffles Place living in one-room flats. The 54 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 55 SERVING OUR COMMUNITY

COMMUTER We strive to make the experiences of our commuters AWARDS AND ENGAGEMENT ACCOLADES better. In 2018, we set up the Commuter Engagement Office to make commuting with SMRT more joyful and inclusive. We also rolled out new customer service initiatives for SMRT Trains and SMRT Buses to delight SERVICE EXCELLENCE +($/7+6$)(7<$1'6(&85,7< CORPORATE SOCIAL RESPONSIBILITY commuters and create emotional connections. Outstanding Award (8 winners) International Railway Group Award 2018 President’s Challenge Award National Kindness Award, Transport for Improvement within Health and Safety, President’s Challenge Appreciation Gold 2018, Singapore Kindness Movement Permanent Way (Laser Track Trolley Rail Night 2018 IN OUR STATIONS Wear Measurement Project) – Winner Commendation Award (151 winners) Institute of Occupational Safety and Charity Platinum Award National Kindness Award, Transport Health (IOSH) (SMRT Corporation Ltd) Gold 2018, Singapore Kindness Movement Digital signs are constantly reviewed, Community Chest Awards 2018, Music in stations brings joy Safe Rail Line of the Year: Circle Line – Merit National Council of Social Service updated and redesigned to provide Star Award (106 Winners) to commuters. Annual Safety Award Convention 2018, timely information. Excellent Service Award 2018, Land Transport Authority Charity Gold Award (SMRT Trains Ltd) Land Transport Authority Community Chest Awards 2018, Most Innovative/Effective Safety National Council of Social Service Gold Award (622 Winners) Programme by a Public Transport Operator Festivities in stations, organised in (OHFWURQLFWUDYHOFKLWRQVPUWWUDYHOFKLWVJ Excellent Service Award 2018, – SMRT Buses Friend of the Arts Award collaboration with the Land Transport Land Transport Authority allows commuters to obtain proof- Land Transport Excellence Awards 2019, Patrons of the Arts Award 2018, Authority (LTA) and other partners, Land Transport Authority National Arts Council of-travel during a service disruption - Silver Award (741 Winners) bring festive cheer to commuters and without having to queue for it. Excellent Service Award 2018, Blood Mobile Organiser (Merit Award) the communities we serve. WSH Innovation Award: Hotspots Land Transport Authority Management System, Power SCS – Silver Singapore Red Cross Society Workplace Safety and Health Awards 2018, Best Service Partner – SMRT Buses Workplace Safety and Health Council &KDUJLQJNLRVNV enhanced to Land Transport Excellence Awards 2019, Land Transport Authority COMMUNICATIONS, PUBLIC RELATIONS include screens that now display WSH Innovation Awards: Permit-To- Work Mobile Application, NSEWL Control 0$5.(7,1*5(63216,%,/,7< train arrival times. Best Public Transport Happy Toilet – Operations – Certificate of Commendation SMRT Buses Ltd (Bukit Panjang Workplace Safety and Health Awards 2018, Outstanding Social or Digital Media Integrated Transport Hub) Workplace Safety and Health Council Campaign – Merit Let’s Observe Ourselves Awards 2018, PRISM Awards 2019, Institute of Public Restroom Association (Singapore) Safety and Security Watch Group Relations of Singapore Commendation Award – SMRT Buses Ltd Customer Experience Mystery Shopper $77+(1(:&+2$&+8.$1*%86,17(5&+$1*( (Woodlands Zone) Best Engagement by Media Owner: Awards (Voice): SMRT Customer Relations National Safety and Security Watch Group WINK+ App – Gold – Silver Award 2018, Singapore Police Force and Loyalty & Engagement Awards 2018, 18th Annual International Contact Centre Singapore Civil Defence Force Marketing Interactive :H&DUH6KRS loans umbrellas and Nursing room offers convenience to Awards 2018, Contact Centre Association portable chargers to commuters. commuters with infants. of Singapore TOPSIS Organisational Bronze Award – Best App/Portal/Website by a Media SMRT Buses Ltd Owner: WINK+ App – Gold Customer Experience Mystery Shopper Threat Oriented People Screening The SPARK Awards for Media Awards (Email): SMRT Customer Relations Integrated System (TOPSIS) Forum 2019 Excellence 2018, Marketing Interactive – Bronze th Open-concept Passenger Services )HDWXUHVIRUWKHYLVXDOO\LPSDLUHG 18 Annual International Contact Centre Best Commercial/Acquisition Team: Awards 2018, Contact Centre Association XCO – Bronze Counter fosters more positive interaction include ground tactile and braille plates of Singapore OPERATIONAL EXCELLENCE The SPARK Awards for Media between service staff and commuters. at queuing berths and in lifts. Excellence 2018, Marketing Interactive Most Improved MRT Line – North-South Line Land Transport Excellence Award, Best Creative Team: XCO – Bronze Land Transport Authority The SPARK Awards for Media Excellence 2018, Marketing Interactive Air-conditioned canteen allows staff :KHHOFKDLU$FFHVVLEOH%XVVHUYLFHV Best Land Transport Operations & Maintenance Initiatives – SMRT Trains and commuters to dine comfortably. are available. Land Transport Excellence Award, Land Transport Authority

Most Innovative Solution – SMRT Trains 6PDUWWHFKQRORJ\ such as Bus Boarding Land Transport Excellence Award, Assistance Panels and closed- +DSS\7RLOHWV with air quality monitoring Land Transport Authority circuit TVs with artificial intelligence and wet floor detection alert staff when capabilities encourage inclusivity cleaning is needed. by alerting employees to persons in need of assistance. 54 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 55 SERVING OUR COMMUNITY

Most Innovative Solution – SMRT Trains 6PDUWWHFKQRORJ\ such as Bus Boarding Land Transport Excellence Award, Assistance Panels and closed- +DSS\7RLOHWV with air quality monitoring Land Transport Authority circuit TVs with artificial intelligence and wet floor detection alert staff when capabilities encourage inclusivity cleaning is needed. by alerting employees to persons in need of assistance. SMRT CORPORATION LTD 7DQMRQJ.DWRQJ5RDG7RZHU3D\D/HEDU4XDUWHU 6LQJDSRUH 7HOHSKRQH www.smrt.com.sg

SMRT takes corporate citizenship seriously and we endeavour to do our part to protect the environment.