JR East Group Sustainability Report 2018

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JR East Group Sustainability Report 2018

Published in September 2018 (Last published in September 2017 / Next publication planned for September 2019) East Japan Railway Company Committee on Ecology 2-2 Yoyogi 2-chome, Shibuya-ku, Tokyo 151-8578, Japan E-mail: [email protected] http://www.jreast.co.jp/e/environment/ Aiming for a Sustainable Society JR East Group Philosophy

We will earn the trust of our customers as a whole group by aiming for ultimate safety levels as our top JR East Group offers railway services as one of the essential infrastructures for society and communities, and priority. We will strengthen our network capabilities focusing on technologies and information, and we are is involved in the many aspects of the daily lives of customers. As a company with a mission to offer services committed to helping our customers and people in communities to realize affluent lives. in the public interest, JR East Group aims to develop the eastern part of Japan through our business activities by maintaining the safety of railways and offering stable transport services. One of our social missions defined in our Group Philosophy is to “aim to grow continuously while meeting our social responsibilities as a Trusted Life-Style Service Creating Group.” Based on our JR East Group Basic Principles Management Vision V—Ever Onward, JR East Group wishes to satisfy the trust that all our stakeholders place in us as a corporate group. Pursuing safety ：By pursuing ultimate safety levels, we will offer a peace of mind to our customers. We will achieve these goals by fulfilling our Eternal Mission as expected by our customers and people in Customer-oriented ：We will offer quality services to rise to the expectations of our customers. communities, pursuing the Group’s Unlimited Potential, and striving to realize our Group Philosophy on a daily basis. Close to regional society ： By utilizing our network capabilities, we will contribute to the development of regional society.

Autonomous and self-standing：With a broad perspective and willingness to confront challenges, we will think and act on our own initiative.

JR East Group’s development ：By fulfilling our social responsibility, we will aim to achieve sustainable growth by JR East Group.

Communication Slogan Development of TICKET TO TOMORROW regional society Sustainable Development of JR East Group

Corporate Profile ■ Compliant Standard Corporate name East Japan Railway Company GRI Sustainability Reporting Standards 2016(GRI Standards). Address 2-2, Yoyogi 2-chome, Shibuya-ku, Tokyo, Japan ■ References Established April 1, 1987 Environmental Reporting Guidelines 2012 Capital 200 billion yen [Japan Ministry of the Environment] Environmental Accounting Guidelines 2005 Number of employees 54,884 (as of April 1, 2018) [Japan Ministry of the Environment]

Editorial Policy ■ Reporting period This report basically covers our activities from April The Sustainability Report 2018 sets forth various Regions/ 1, 2017 to March 31, 2018, although some events Shareholders initiatives being taken in the JR East Japan Group. It presented here happened earlier or in the period communities is published for the purpose of providing an accurate and investors between the end of March 2018 and the publication of and simple description of these initiatives as well as this report in October 2018. promoting communication with our diverse stakeholders. While our desire remains to offer as much information as possible related to safety, society, and environment, the ■ Boundary of reporting report itself focuses in particular on areas where there East Japan Railway Company have been notable changes. For more information on the JR East Group (consolidated subsidiaries (69 companies)) overall activities of the JR East Group, please go to our Customers Economic report: JR East, consolidated subsidiaries, equity website Employees method affiliates (5 companies) Environment report: JR East, consolidated subsidiaries This report has been written in accordance with Social report: JR East, consolidated subsidiaries the coreoption of GRI Sustainability Reporting Subsidiaries are listed on p.104. Standards 2016(GRI Standards). Furthermore, this report serves as a safety report required to be publicly announced by the Railway ■ Figures in this report Business Act. Totals may not match the sum of individual figures due to rounding.

2 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 3 Top message Challenges for the new era JR East Group Management Vision Ever since its establishment, JR East Group has that safety is a top management priority. Through “Move Up” 2027 been striving to rehabilitate and revitalize its railway the concerted efforts of the whole JR East Group, In July 2018, in consideration of changes in management environment up to the year 2027, to challenge new services. As a result, the number of railway accidents we will take further practical measures to achieve growth strategies as JR East Group, we formulated the JR East Group Management Vision“Move Up” 2027. has halved and the railway network including ultimate safety levels. Additionally, to respond to Shinkansen lines has expanded. Additionally, our environmental changes we will continue to list and enhancement of service quality, etc. has resulted in evaluate the potential risk involved in our operations an increase in transportation volume and productivity and take appropriate measures and take appropriate and an improvement in the financial standing of the measures to reduce them. By communicating closely Basic Policies of“Move Up” 2027 company. Moreover, we have continued to expand with the employees who are at the forefront of our businesses to include lifestyle, IT & Suica services. our operations and taking concrete measures in JR This expansion has been made possible by the East Group, we will thoroughly comply with all the ■Stories to create values: From the provision of services with railway infrastructure as our basis to the support from our customers, people in communities necessary laws and regulations. introduction of new values to society, focusing on the affluence of everyone in their daily lives. and all the people related to JR East Group, and we With the above in mind, to solve various social 30 years since the now feel that we have acquired solid capabilities. issues JR East will ceaselessly continue its service company’s establishment 10 years from now We will continue to focus on safety as our top quality reforms by preventing delays and easing management priority while pursuing ultimate congestion in train operations. Moreover, we Base Railway infrastructure, Base point point Affluent lives for all people safety levels. Through these efforts, we will further will also promote child-rearing support and the technologies and knowledge deepen the trust that our customers and people in provision of universal customer services to all of Creating new services by introducing technologies and communities have in us, which is the foundation of JR our customers, foster global railway-related human Upgrading of services through Shifting East Group’s businesses. resources, and support cultural activities. JR East knowledge from outside the company, by utilizing a multilayered the evolution of railways “real”network and stations as hubs for interaction has also set targets for its core railway business. By FY2031 we aim to reduce energy consumption The creation of values and Rehabilitation and Offering new values to society by staying ahead of services focused more on people by 25% and CO2 emissions by 40% from FY2014 revitalization of railways changes in the business environment levels. To meet these goals, we will utilize a variety

Due to the drastic changes in our business of energy sources by introducing new technologies ①Drastic changes and diversification in social structures due to the decreasing birth ③Changes in our living environment due to technological innovations environment such as the declining population and that promote energy saving and energy creation, rate and population and aging of the population such as AI and IoT ②Changes and diversification in values related to what it means to work and be ④Acceptance of new values through globalization of economy and the practical application of autonomous driving, we prevent global warming and utilize hydrogen fuels. affluent society can no longer continue to address these changes without adapting to new ways of thinking and Treating changes as opportunities actions. Under the JR East Group Management Vision“Move Up” 2027, to stay ahead of these Overview of“Move Up” 2027 changes we will boldly implement new growth As JR East Group will fully practice ESG strategies by shifting from services focused on management to achieve a sustainable society, ■With people (“everyone”) as our base point, and with“Safety,” “People's daily lives,” and“Happiness of railways to the creation of values and services we changed the name of this report from the CSR our employees and their families” as keywords, we will continue to create values of“Trust” and focused more on people, and redirecting the Group Report to the Sustainability Report. “Affluence” in cities, regional areas, and around the world. to create new values. Under the JR East Group Management Vision“Move Major efforts for the realization of the JR East Group Philosophy

Our strength lies in a multilayered“real” network Up” 2027, by looking ahead to the new era, we Values Base point Focus points Making cities more Making regional Developing businesses that supports social infrastructure and stations, will treat changes as opportunities, continue to to be created comfortable areas more affluent for the world

which are places where people interact. We are meet our challenges, and achieve the sustainable Domestic Revolutionizing transportation services and overseas Realizing seamless mobility committed to helping our customers and people in growth of the JR East Group, while rising to the Promoting tourism customers Establishing business communities to realize affluent lives, by accelerating expectations of our customers and people in local People’s Commercialization of new services Revitalization of regional industries models for overseas businesses “Affluence” based on data analysis, etc. open innovation by shared data and business fields communities and contributing to the development daily lives Making Suica a shared infrastructure of regional society as a whole group. Offering new lifestyles and creating cities and by strengthening our network capabilities “Everyone” through focusing on technologies and information. Happiness of Advancement of our work our employees Expanding the range of fields for career development Employees and their families Exercising creativity closer to our customers and their ESG management families Preventing global warming and diversifying energy sources “Trust” Safety Contribution to regional society ESG Transfer of technologies and know-how Service quality reform To achieve the goals in the JR East Group People in management communities Pursuing ultimate safety levels Management Vision“Move Up” 2027, and taking Management of business risk and thorough compliance into consideration the Sustainable Development ESG stands for Environment, Social and Governance, important elements for the sustainable growth of a company. Goals set at the UN Summit, JR East will contribute to the sustainable development of local communities and society. To this end, we will implement ESG (Reference) JR East Group Management Vision“Move Up” 2027 and major Mid- to long-term Visions. management by adopting three perspectives, “Move Up” 2027 Major mid-to long-term Visions Environment, Social and Governance, and solve IT & Suica Lifestyle services services Promotion of social issues through our businesses. Through these Medium-term Vision for Service Quality Reforms 2020 （～2020） Transportation “Move Up” 2027 efforts, we will heighten the trust of our customers services and local communities, which will lead to the Group Safety Plan 2018・Next Group Safety Plan （～2023） sustainable growth of the JR East Group. Further improving Specifically, from the viewpoint of corporate Visions Medium- to Long-term Vision for Technical Renovation （～2035） governance, we will thoroughly ensure that all JR East President and CEO Trust of our customers and people in communities (= JR East Group’s foundation) Group employees share the common understanding East Japan Railway Company Yuji Fukasawa

4 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 5 [Focus point] Safety [Focus point] People’s daily lives

■By pursuing ultimate safety levels for transportation services including railways, we will ■ By creating new values and services by focusing on people, and by reinforcing our network strength by deepen the trust that our customers and people in communities have in us, leading to the focusing on technologies and information, we will help all people “( everyone”) to achieve affluent lives. sustainable growth of all our businesses. Ultimate safety levels Affluent lives for“everyone”

ngth by IT & Suica etwork stre Lifestyle services our n rcing nologies and information Diversified and active mutual services info n tech exchanges through our network Re ing o cus fo Transportation services

IT & Suica Lifestyle services One-stop provision services of various services

Transportation services Creation of new values and services focusing on people Convenient and secure daily lives Seamless mobility IT & Suica Trust is the foundation for all of services Lifestyle services our businesses and is our brand Safe life infrastructure Transportation Pursuing ultimate safety levels services Trust of our customers and people in communities Practicing ESG management (= JR East Group’s foundation) Sustainable development of regional society JR East Group

Trust of our customers and people in communities(= JR East Group’s foundation) Practicing ESG management

■Safety is the top priority of JR East Group’s management. This awareness needs to be shared thoroughly with ■ JR East Group will strive to solve social issues through our businesses, contribute to the development of all of our employees. We take concrete measures to further improve our ultimate safety levels through the regional society, and deepen the trust that people in communities and customers have in us, leading to the concerted efforts of all group companies. sustainable growth of JR East Group.

Completely eliminating accidents due to internal causes Realizing sustainable growth ● Proper maintenance, ● Strengthening practical safety education of JR East Group Tangible management, strategic and training renewal and strengthening Intangible measure measure ● Not only learning from failures, but also Realization of low-carbon society (decarbonization) Making cities more comfortable of facilities and rolling recognizing things that go well stock Energy consumption by railway business Making regional areas more affluent FY2021: 6.2% reduction (from FY2014 level) Developing businesses for the world ● Understanding the true nature of ● Efforts to further advance our FY2031: 25% reduction (from FY2014 level) each task, voluntarily and Advancing safety capabilities of Evolution of safety culture thoroughly searching for potential each one of our employees safety management ● Efforts to detect new risks and advance risks, and promptly responding to rules and systems Environment Social ESG management them ● Training personnel to respond to ・ Prevention of global warming ・ Service quality reform environmental change Strategic and positive ・ Diversification of energy ・ Responding to social issues (childcare support, responding to a variety of customers, fostering of global-minded railway-related personnel) maintenance of safety equipment ・ Supporting cultural activities ● Properly responding to new risks by Realization of safer station actively utilizing new technologies Reducing risk of disasters platforms and level crossings and terrorist incidents Flexible services Improving safety levels at station platforms ● Accelerating plans for further seismic reinforcement against large-scale Diverse earthquakes ● By the end of FY2033, the introduction of platform Governance customers ● Improving prediction accuracy for abnormal weather and serious disasters Contribution to Compensation doors at all stations (330 stations) for major ・ Ultimate safety levels (wind gusts, heavy rain, etc.) development conventional lines in Tokyo metropolitan area ● Strengthening security against new threats such as terrorism, etc. ・ Risk management Development of high-precision Image Processing Regional ● ・ Compliance Type Fallen Passenger Detecting System society Trust Stable return Improving safety levels at level crossings Shareholders JR East and investors ● Warning road users (drivers) by using the Intelligent Investment Transportation System Group ● Introduction of highly functional 3D level crossing obstacle detectors ● Installation of crossing gates or alarms to class 4 level crossings SUSTAINABLE DEVELOPMENT GOALS: 17 Sustainable Development Goals the world agreed upon for 2030

6 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 7 Highlight 01

Step1 Detection Step4 Mega Procedures for train Train operation Operation A vortex cancellation section Cumulonimbus restrictions

operation restrictions cloud Sakata Step2 Tracking Expected ① A Doppler radar in Sakata City Approx. range of its route every 30 sec. detects a vortex. Amarume Vortex

② The system tracks the Doppler radar Kiyokawa Step3 Calculate movement of the vortex. the route of the vortex ③ The system calculates the range Tsuruoka Expected range of of the vortex’s expected route. its route Iragawa ④ When the range of the vortex’s route is expected to cross Doppler radar Traffic control center railway lines, the specific section Vortex is displayed on the screen at the (local gust) traffic control center. Display Traffic controller ⑤ The traffic controller instructs Observation Restriction trains to stop via train radio. data information Operation Data processing cancellation

*The measure is implemented within a 30-km radius order of the radar (Uetsu Main Line: between Iragawa and Mega; Riku-u West Line: between Kiyokawa and Shonai Sand Dunes Amarume). Sea of Japan Shonai Plain *Using this method, train operation restrictions were issued on 16 days (from Dec. 19th, 2017 to March 31st, 2018).

Utilization of a Doppler radar Future development Besides the conventional measures for train operation restrictions in strong winds, through the above- for train operation restrictions mentioned additional measure against local gusts we can further heighten the safety levels of our train operations in the Shonai region during winter. Currently, this method is utilized for train operation restrictions within an approx. 30-km range of the radar. in the case of local gusts By accumulating data for the radius of 60 km, which is the Doppler radar’s maximum potential observation range, we will examine the possibility of expanding the train operation restriction area. Aiming for further improvement of safety levels for customers’ safety and peace of mind

JR East Group sees safety as its top management priority and continues to pursue ultimate safety levels so that customers and people in communities can feel a sense of safety and security. VOICE In 2005, a train accident occurred on the Uetsu Main Line between Sagoshi and Kita-Amarume due to local gusts. As one of the countermeasures to prevent such accidents, JR East has been researching how to utilize a Doppler radar for the application of train operation restrictions in the case of local gusts.

Assistant Manager Disaster Prevention Research Sakata Station Mogami River Laboratory Deputy Manager Train operation restrictions by Research & Development Center of Niigata Control Operation Center, the JR East Group Niigata Branch Office utilizing a Doppler radar Uetsu Main Line

Sea of Japan I am working on the development of methods to implement I was assigned to the section in Oct. 2005 and on Dec. 25th of train operation restrictions during local gusts by utilizing a that year, the accident happened. I cannot forget about that

Approx. 10km Accident location Doppler radar. When we started to develop the system, we had accident – the train derailment incident on the Uetsu Main Line. When local gusts arise from the Sea of Japan, Approx. 2km ★ trouble with it because much was unknown about local gusts The derailment that caused casualties among the passengers we detect and track a vortex in the air by using Amarume Station from the Sea of Japan during winter. So, based on knowledge occurred in the railway section that I monitor in traffic control. a Doppler radar and stop train operations if the Shonai Plain Old radar about local gusts gained from observation, together with the Even though I was still new to the job, I could understand the possible route of the local gust is expected to location Meteorological Research Institute of Japan Meteorological graveness of the accident. I feel a sense of inevitability that cross train routes. After test observations, the Agency, through a process of repeated trial and error we I am now involved in the development and introduction of New radar developed appropriate methods for train operation restrictions. this system against local gusts, which were the cause of the system was introduced for full-scale utilization in location I feel that my work is a responsibility, but at the same time it derailment. With the aim of fulfilling our promise to the families Dec. 2017. Riku-u West Line is fulfilling that our development activities contribute to the of those who lost their lives not to allow such an accident due to Created by East Japan Railway Company based on an For the installation of the fully operational aerial photograph provided by the Geospatial improvement of safety levels for train operations in the Shonai local gusts to happen again, and also from the standpoint of a Information Authority of Japan (GSI) radar, we selected a more appropriate place for region. traffic controller, we will continue our efforts to further improve observations near the sea where local gusts are As I believe that technologies can be advanced by being the system and protect the safety of our railways as one of the generated and the system’s performance was Item Old radar New radar utilized in society, I will continue to work on improving the key priorities of the traffic control center. improved by providing higher functionality. Antenna radius 1.2m 2.0m accuracy of the detection of local gusts and the expansion of Observation range Radius: 30 km Radius: 60 km the detection range for train operation restrictions. Distance from sea Approx. 10 km Approx. 2 km

See p.40-41 for related features.

8 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 9 Highlight 02

Customer Efforts at workplaces Preventing service taking transport into account Efforts to improve transportation quality (Chigasaki Station) disruption the perspectives of customers 1.Drills for turn-back operations Drill for turn-back operations To be prepared to implement turn-back operations By improving on the Tokaido Line, we conduct drills so that these 5 points, we offer security customers can use our services safely and with peace Preventing and satisfaction Offering of mind even at times of transport disruption. to customers. the effects a comfortable 2.Study sessions for transport operation staff reaching environment As our employees are getting younger, it is necessary for customers customers to pass on technical expertise promptly. With the Offering aim of further improving resistance against transport information disruption at Chigasaki Station, we hold monthly at times study sessions exclusively on transport operations. Restriction at Drill to guide of transport ticket gates customers disruption Increasing levels of transport quality through the use of risk management (Niigata Electrical Power Technology Center)

1.Listing of vulnerable facilities Tacit knowledge working efforts By listing vulnerabilities in facilities management and taking appropriate measures, we prevent Service Quality Reform potential problems from arising. 2.Tacit knowledge working efforts By selecting and documenting the tacit knowledge Vision 2020 that experienced employees possess about By responding to expectations of customers, and offering peace of mind and satisfaction, we maintenance and management methods, we pass on technical expertise to the next generation. will create the future for railways. Measure against Measure against salt damage snow damage Ever since the foundation of the company, JR East Group has striven to offer high-quality services. Our daily operations create an environment that affects the lives of our customers. By ceaselessly enhancing our service quality, we will respond to ever increasing customer VOICE expectations, and offer peace of mind and satisfaction to our customers. At the same time, we will continue developing the JR East Group and create the future for railways.

Chief electrical engineer Niigata Electrical Power Medium-term Vision for Service Specific measures to improve the Chigasaki Station Staff, Technology Center, Quality Reform 2020 quality of transportation services Yokohama Branch Office Niigata Branch Office With the aim of improving transportation quality, I am working To prevent the occurrence of transport disruption, we have been JR East initiated its new Medium-term Vision for Toward the direction described in the Vision, each to secure the safety of customers by finding ways to prevent working to identify vulnerabilities in facility management and Service Quality Reform 2020 in April 2018. To one of JR East Group’s employees thinks about them from falling from stairs, platforms, and escalators, at their countermeasures. We listed possible vulnerabilities during achieve the aim of JR East Group becoming No. 1 what we can do and what we can change to offer crowded stations in the event of transport disruption. regular inspections. Then, by taking into account the gravity of for customer satisfaction in the railway industry, the peace of mind and satisfaction to our customers At Chigasaki station, platforms and concourses used to become their effects on our customers, we prioritized each one of the listed very crowded at times of transport disruption and safety was a vulnerabilities and formulated countermeasures. By doing this, we Vision describes the direction in which to further and we persistently continue to meet these concern. To solve this issue, we repeatedly exchanged opinions, were able to identify the vulnerabilities in our facilities and share accelerate and develop our measures. To respond challenges. held drills and created procedures and manuals to restrict methods of preparedness among staff to prevent problems arising. to drastic changes in the business environment entrance at ticket gates to prevent the station from becoming Additionally, as an increasing number of senior members of staff and also to the expectations of customers, JR East overcrowded and to secure safety. With this measure, we were are retiring and a shift in power is rapidly taking place from the will further upgrade the transportation services of able to clarify for new and young employees what needs to be older to the younger generation, we have worked on visualizing the whole JR East Group by supporting each one done in such situations. tacit knowledge in order to steadily pass on the expertise of the of its employees to improve the level and also the We will continue our efforts to further improve the quality of our older generation to the younger one. quality of their work. transport services by securing the safety of customers at times of All the employees at the Electrical Power Technology Center transport disruption at Chigasaki station. will continue in their efforts to further improve our technological Snow melting mat Comprehensive Customer service capability and safe and stable transport so that our customers can to prevent point- restoration drill professional use our transport services with peace of mind. switching failure

See p.49-50 for related features.

10 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 11 Highlight 03

Verification experiments for the establishment of the Mobility Linkage Platform As a part of our efforts to implement the Mobility Linkage Platform, we are conducting verification experiments on Ringo Pass, a smartphone application which customers can use for multiple transport modes. We are initially offering the application for bike sharing and taxi rides, with the aim of expanding its functions and application to encompass additional transport modes in the future.

Bike sharing Bike-sharing service with Ringo Pass (from Aug. 2018)

②【Find a port】 ③【 U n l o c k 】 ④【Return/calculate travel expenses】 ①【Membership registration】 Use the Ringo Pass To use the bike- Unlocking by touching An email is sent when you return the bike to Register e-mail address, app to find a nearby share service, with your Suica the port. The monthly usage fee is paid with credit card information, and port and see the touch your your credit card at the beginning of the next Suica ID number in the app. number of bikes registered Suica month. The e-mail receipt can be used to available. card to unlock the calculate travel expenses. bike.

Credit Taxi service with Ringo Pass (QR code payment reservation) (from Oct. 2018) ②【Find a taxi】 ③【Check in】 ④【Pay/calculate travel expenses】 Nearby taxis are After getting in the Payment reservation The final fare is determined when you arrive displayed for taxi, use the app to by reading the QR at your designation and the meter is turned efficient searching. read the displayed Code to“payment.” Just confirm the fare and get QR Code. This out of the taxi. An e-mail receipt is sent for makes a payment each ride, and can be used to calculate The driver receives a reservation. travel expenses. Taxi notice.

*Some services are under development.

We have been working to make Ringo Pass available and easy to use on a variety of transport modes. With verification experiments, we ask employees of several monitor companies. Ringo Pass is an application with functions that enable the user to search for transport services, use Suica as a key to unlock a bike or to ride a taxi, and make payments with a registered credit card. Once you have registered for the application, you can start using Ringo Pass for various transport services. Realization of Mobility Innovations *“Ringo” stands for“Ride and Go. Research and development By integrating railway technologies and IT, JR East will achieve innovations in customer of the next-generation Shinkansen service and train operations. We will newly manufacture the E956 type Shinkansen experimental railcar train, ALFA-X, to promote the development and realization of the next-generation Shinkansen. Based on the accumulation of railway technologies over approximately 140 years in Japan, and For the next-generation Shinkansen, in addition to the conventional concept of providing by utilizing IoT, big data, and AI, JR East will thoroughly review all of its services taking into a safe and high-speed means of travel, we aim to provide new added value, and will consideration the various perspectives of customers. Going beyond the conventional framework, promote its development based on the concepts of“Pursuit of further safety and stability,” the company will then institute a Mobility Innovation revolution. E956 type Shinkansen train, “Comfort,”“Environmental performance,” and“Maintainability.” The experimental railcar ALFA-X (image) is planned to be completed in the spring of 2019.

All-in-one offering of information, purchasing, and payment for VOICE mobility (Establishment of the Mobility Linkage Platform)

Over the years, JR East has been Assistant Manager, Chief Rolling Stock Engineer, Mobility Innovation Group, IT Shinkansen General Rolling Stock Seamless mobility Reduction in total travel time contributing to the revitalization of Strategy Section, Technology Center (High-Speed Train Test Stress-free travel wayside areas by offering railway Innovation Headquarters Project), Sendai Branch Office and other services mainly at stations. Railway network Hotel Arrangement However, by redefining this service as For the realization of Mobility Innovation Shinkansen speed increase project check-in, of guides, Departure Home Station point Station etc. porters, etc. one that ensures smooth mobility from Based on the spirit of open innovation, the Mobility In this project, we aim to create the next-generation Shinkansen which Innovation Group of Technology Innovation will provide added value in addition to fulfilling its role as a safe and Conventional lines Station Station one place to another, we will start High-speed rail Secondary and Taxi, car sharing, walking, tertiary transportation addressing a new challenge in order Headquarters aims to innovate transport services. high-speed transport mode. etc. Conventional lines Destination to help to make customers’ lives more Specifically, we collaborate with more than Currently, for the introduction of the E956 type test train, ALFA-X, we 100 companies and organizations to achieve a are formulating in-house regulations, establishing inspection systems, and BRT, buses, etc. affluent and fulfilling. On-board nationwide door-to-door service and solve social preparing various educational systems. Additionally, we are also planning To achieve this goal, JR East is issues. Additionally, at Technology Innovation for test runs and inspections after the introduction. establishing the Mobility Linkage User Headquarters, experts in various fields including The new test train, ALFA-X, is equipped with numerous newly developed Transportation service providers Easy-to-use application Search Arrange Pay Platform to offer an all-in-one service system management, technological development, components and before the introduction of the test train, we expect Usage Coalition Automobile manufacturers, etc. data analysis, as well as the JR East application to face various problems. In cooperation with project members, other Mobility linkage platform to our customers, which includes Payment service providers, etc. information, purchasing and payment team work together. Going beyond the boundary of Rolling Stock Centers, Head Office, Branch Offices, and JR East Group for mobility, in order to provide departments, we draw on all our strengths to achieve companies, we will establish systems to solve these issues as a whole Mobility as a Service (i.e., the integration of various Group. seamless mobility, a reduction in total mobility services including railways, buses, taxis, Additionally, through rolling stock design meetings, we will actively transport time, and stress-free travel. rental bicycles). propose improvement plans from the perspective of a frontline maintenance engineer, offering feedback for the manufacture of the mass-production railcars that will be introduced after the test train.

See p.59-60 for related features.

12 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 13 Highlight 04

Industry-Government-Academia Collaboration-led Urban Development Akita University of Art With the aim of revitalizing Akita Station, the gateway to Akita Prefecture, JR East Group is carrying out urban development Akita Prefecture in cooperation with Akita Prefecture and Akita City JR Akita City. We have already realized an Integrated promotion exquisitely designed space in Akita Station through industry- Exterior wall and furniture made of Akita cedar create a sense government-academia with the cooperation and supervision of of coziness collaboration Akita University of Art. (Photo: SATOSHI ASAKAWA)

Cooperation with Local Industries Akita cedar has been used in the waiting lounge to provide a natural Visitors --- sense of the prefecture and increase Local people --- Encounter Comfortable a distinctively the flow of tourists. We have also everyday use Akita feeling used furniture made of local wood and produced by local furniture The use of Akita cedar connects diverse people manufacturers to bring both comfort

and a distinctively Akita feeling. The waiting lounge where all five senses can experience the feeling of Akita Akita Station Central Exit (Photo: SATOSHI ASAKAWA) Health and Sports Town Development Akita Station east exit is proceeding with the platinum town concept Industry-Government-Academia where three generations can live comfortably through health and sports. We will develop a sports Collaboration at Regional Core Stations arena, child care facilities, a clinic, and a student condominium and Promotion of Urban Development training camp facility with the aim of （Northern Station Gate Akita） revitalizing the town in collaboration The arena will be constructed in such a way that A student condominium and training The provision of services that will increase the convenience of local residents and with nearby parks and sports facilities. passers-by will be able to see into the interior, camp facility in front of the station thereby creating a venue open to the whole will make it possible for younger contribute to more affluent and enriched lifestyles community generations to be active

With the aim of increasing the affluence of local regions, JR East Group will provide services Carbon dioxide fixation certificate through wood Japan Wood Design Award 2017 utilization Received the top prize in the Minister of enabling all people to live more affluent lives. In September 2015, we concluded an agreement of Agriculture, Forestry and Fisheries’ award Awards, Certified buildings (JR Akita branch office building and JR cooperation for compact city development aiming at regional revitalization, with Akita City and Akita Station) A system for the evaluation of products and etc. A system that evaluates the carbon dioxide fixation initiatives to rediscover the benefits and values of Akita Prefecture, and we are now introducing initiatives that will create bustling city centers and volume of wood in buildings, etc. using specific amounts wood. increased tourism flow. of wood grown in Akita Prefecture. multilevel parking facility were opened. Furthermore, a sports clinic was opened in the east exit in VOICE Northern Station Gate Akita May 2018 with the theme“Health and Sports.” A basketball arena and child care support facility are Northern Station Gate Akita is a regional revitalization scheduled to open in the winter of 2019, followed and compact city project which we are promoting. by a student condominium and training camp facility The scheme is mainly centered around Akita Station, in the spring of 2020. We plan to continue with the and is being organized in cooperation with the local revitalization of Akita for the next 20 years. Professor, Deputy General Manager, administration, universities, and companies. Akita has Landscape Design Course, Regional Revitalization Promotion Office, Akita University of Art General Affairs Division, Akita Branch Office Hotel Metropolitan recently been struggling with a declining population, Akita Northern Station Gate Akita slowing birth rate and an aging population, and is In this industry-government-academia-led project, After the conclusion of the agreement of cooperation between the Topico Akita Akita Station Area Plans Station one of the areas of Japan where these problems are square ①Renewal of Akita Station as transcending our regular standpoints, we discussed prefecture and the city, the foundation to work on the revitalization in front west east square of west exit east-west exit in front exit free of east exit a base for tourism space from the perspective of users, and this gave of Akita Station and its surroundings with the administrations, private advancing most rapidly. passage ②Renewal of station building Topico birth to the concept of“Akita Living.” The program businesses, and other organizations was established. The station has ③ Reconstruction of Akita Station ALVE was advanced because all people concerned shared long played a symbolic role as a public transportation hub, a gateway In April 2017, to west exit parking facility ④ Akita Broadcasting this concept, making it possible to bring about the for prefectural tourism, and a place for citizens to gather. I really hope commemorate the System transfer plan Holiday design of a space and place where not only station it becomes a place where all people, regardless of age, purpose, or ｓports ⑤Reconstruction of JR Akita 20th anniversary of the club users but also ordinary citizens can feel comfortable. transportation method can meet and mix. To that end, I will continue to branch building opening of the Akita ⑥ Student condominium and I hope that such advanced urban development will think about various methods, both in terms of hardware and software, ! training camp facility continue in and around JR Akita Station. that will promote the revitalization of Akita. Shinkansen Komachi, Park ⑦ JR Akita gate arena plan North the renovated Akita ⑧ Joto Sports Orthopedic Clinic Station and west exit Joto Sports Orthopedic Clinic See P64 for a related feature.

14 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 15 Highlight 05

Overseas Shopping Further Overseas Center Business Business Development

Lumine Co., Ltd. opened its first overseas outlet, JR Group employees in charge of our lifestyle Lumine Singapore, in November 2017. Meanwhile, service business are based in our Singapore, Atre Co., Ltd., jointly with Mitsui & Co., Ltd. and London, and Paris offices. Through them and Breeze, will roll out Atre floors in Breeze Nanshan, by other means, we will continue to strengthen scheduled to open in the Xinyi District of Taipei City relationships with local companies and promote in FY2019. the development of a lifestyle service business centering on Asia and Europe.

London office

Paris office Taiwan New York JRE Business Development office Taiwan, Inc. Singapore （March 2018 Established） office

Ekiben boxed lunch sales inside Gare de Lyon in Paris (March-May, 2016)

Lumine Singapore Exterior view of Atre in Breeze Global Business Development Nanshan Centered on Asia and Europe, to provide more affluent lives VOICE

The JR East Group aims to establish an international business model that will help provide more The JAPAN RAIL CAFE that opened in December 2016 as the JR East Group’s affluent lifestyles in Asia and Europe. Under the Lifestyle Service Business Growth Vision (Next first overseas project, functions as a PR information hub for Singaporeans about 10) formulated in November 2017, we are promoting overseas business utilizing the Group’s regions throughout Japan. One of the café’s functions is to publicize Japanese food experience and track record in Japan. in collaboration with various local governments and farmers. In Singapore, a city- state with almost no agriculture, there is little opportunity for citizens to get in touch with the reality of food before it is processed. By publicizing Japanese food, we communicate the unique Japanese dietary culture, including the importance of Global Development of Information Provision and Marketing Manager, agriculture and the awareness of Japanese people of the quality of food ingredients. Lifestyle Service Business Singapore Office

Establishment of JRE Business JAPAN RAIL CAFE Singapore Development Taiwan, Inc. My current role is to launch JAPAN RAIL CAFE Taiwan which is scheduled to As a platform for providing information about Japan In March 2018, to promote our Lifestyle Service open in fiscal 2019. I am working hard to make sure the café will provide ample in Singapore, JAPAN RAIL CAFE Singapore was Business in Taiwan, JR East established a wholly- information for all Taiwanese interested in Japan, including those who have never opened in December 2016 to promote visits to Japan owned local subsidiary. In addition to opening been to the country and those who have experienced it in the past and who wish to get further information. I am very much aware of the differences in culture and habits through tie-ups with Japanese local governments, an inbound center for travelers to Japan and between Japan and Taiwan, but I feel that the key to our success is to accept those tourism organizations, and companies. The cafe has providing information on the attractions of various Senior Manager, differences, learn from them, and think positively. Please drop in if you happen to be the functions of creating overseas tourism flow to Japanese regions, we are aiming to expand JRE Business Development in our neighborhood. local Japanese regions and expanding overseas sales our hotel and other businesses by utilizing our Taiwan, Inc. channels for local products, and serves as a center for development knowledge of JR East stations and a global version of community revitalization. their surrounding areas.

I have a broad range of tasks, ranging from the development of our lifestyle service business, including JAPAN RAIL CAFE Taiwan, to managing general affairs. Since I have only taken up the post recently I am still slightly struggling with lingual and cultural differences, but, even so, I daily feel the high level of interest in Japan in all parts of Taiwan. From now on, I will build networks, carry out marketing surveys and business development, and organize other projects. I would also like to become a presence that connects the hearts of Taiwan and Japan through our various Assistant Manager, JRE Business Development businesses. Taiwan, Inc.

Exterior view of JAPAN RAIL CAFE Singapore JRE Business Development Taiwan, Inc. opening ceremony See P.70–P.72. for related features.

16 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 17 Highlight 06

交番

◆Main Improvement Contents③ ◆Main Improvement Contents① Improving Ticketing Booths, Concourse, and Passenger Toilets Improving of Towards Shinjuku Platform Expanding the concourse by relocation ticket gates. Widening the ticket gates Use temporary platform established during the and installing barrier-free restrooms. Tokyo 1964 Games as an exclusive towards Shinjuku platform. Station facilities, shops, etc. Concourse for Toilet Escalator (new) Installing platform Escalator (new) checked-in screen doors passengers

Towards Shinjuku platform Towards Elevator (new) Shinjuku Escalator (new) Towards Towards Chiba platform Chiba Elevator (size increase)

◆Main Improvement Contents④ ◆Main Improvement Contents② Augmenting Barrier Free Facilities Installing Platform Screen Doors Newly install two escalators and one 24-person elevator at the We are installing platform screen doors on both towards Chiba and exclusive towards Shinjuku platform. Increase the size of the elevator Shinjuku platforms in order to improve the safety of our clients. to one that accommodates 24-people at the towards Chiba platform.

JR East 2020Project Pillar of initiatives Ⅱ： Contributing to the growing enthusiasm surrounding the event

●Stimulate tourism with a view to restoration of the Great East Japan Earthquake disaster area (Tohoku) ●Realize regional revitalization in eastern Japan ●Enhance the appeal of the Tokyo metropolitan area by upgrading large-scale stations ●Advance diversity with hosting of the Tokyo 2020 Paralympic Games ●Contribute continuously to local communities through support for sport Advance diversity with hosting of the Tokyo 2020 Paralympic Games

In preparation for Tokyo 2020 The Paralympic Games are a sports festival for top athletes with disabilities, and it is often said that it is an opportunity to notice the potential that Olympic and Paralympic Games resides within humans. Perceiving the Tokyo 2020 Paralympic Games as an opportunity to realize a coexistence society where everyone can demonstrate Leaving a Legacy Behind in the Regional Community through the Tokyo 2020 Games their abilities and participate in society together, we are conducting the following initiatives. As a Tokyo 2020 Olympic and Paralympic Official Partner (for Passenger Rail Transportation - Conduct volunteer participation and events observation at the Paralympic Services) and also as a corporation whose main business area is the East Japan area, JR East sporting games is making various measures to support smooth operation of the Tokyo 2020 event as well as - Conduct experience-based learning of Paralympic sporting events, conduct to increase momentum toward the opening of the games. In addition, we consider it is what para-athlete presentations and event participation events, participate in JR East is supposed to be as a corporation which satisfies the expectation of the people of the related events, etc. community to continue endeavors so that those will become a sustainable“legacy” even after 2020 to both the regional community and JR East. VOICE

JR East 2020Project Pillar of initiatives Ⅰ：Helping to ensure that the Games We are in charge of the station upgrades at Sendagaya and Shinanomachi Stations, which are the gateways to the New National Stadium, the main venue of the Tokyo proceed without issues Shinjuku Building Technology Center, 2020 Olympic and Paralympic Games. As construction is underway, we are daily ●Provide safe and reliable railway infrastructure that is barrier free Tokyo Branch Office cooperating with related parties so that we can provide safe and comfortable facilities to domestic and international customers who will use the stations during the Olympics. ●Provide information to facilitate usage and provide comfortable passenger rail transportation services As we go to work daily, we try to keep,“facility maintenance from the customer’s perspective” in the forefront of our minds. We have made special consideration and have planned our methods so that we do not cause inconvenience and to enable safe Provide safe and reliable railway infrastructure that is barrier free use during the construction period, while allowing for safe, convenient, and secure use for various customers even after the station upgrades are completed. (Shinanomachi) We are upgrading stations by expanding ticket gates, concourses, and barrier free facilities, etc., at stations (Sendagaya) As railway construction engineers, our hope is to continue to impress our clients and Chief facilities Engineer near competition venues, where we are expecting many customers throughout the duration of the Tokyo Facilities Engineering create stations that are loved for many years to come. 2020 Games, in addition to the main stations that will be used to transfer to competition venues in the Bay Staff member Area and to the airport access railway At Chiba Station, we are working towards the Tokyo 2020 Olympic and Paralympic Games under the slogan,“What can we do now?” Station upgrade example: Sendagaya We also cooperate with people outside of the company, and have exchanged ideas with local student groups who have been involved in experiencing various para- Station sport events. This event was valuable as opinions were exchanged actively, and we decided to jointly host an event where people could experience boccia, as an As Sendagaya Station is the nearest station to the initiative to help“people understand how people with disabilities feel.” New National Stadium and the Tokyo Metropolitan In the future, we hope to continue to cooperate with people inside and outside of Gymnasium, station upgrades are underway Making a bright, comfortable A façade design was Chiba Station Staff, the company and utilize railway stations’ ability to attract customers and disseminate targeting use before the Tokyo 2020 Olympic and adopted as it gave space by constructing an atrium information to further enhance the momentum surrounding the Olympic and attention to visibility from that connects the platform to Chiba Office Branch Paralympic Games begin. around the station the concourse Paralympic Games in 2020.

*JR East Japan is a Tokyo 2020 Official partner (for Passenger Rail Transportation Services).

18 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 19 Highlight 07

Employees Become Teachers and Give Regionally Relevant Classes

We have allocated employees responsible for delivering classes at our 12 branch offices in Eastern Japan, and work to conduct classes that meet the needs of the region. In addition, current employees who have worked at stations, as conductors, as train drivers, as maintenance, etc., and people who have similar work experience become teachers at these events so that they can explain things in relation to their regular work and career. While we usually conduct classes in elementary school classrooms, in January 2018, we used an in-use energy conservation railcar as our classroom, a measure implemented so that our company’s environmental initiatives could be felt up close.

【Example】 Class Delivered to Local Elementary School Students in Trains on the Karusayama Line In January 2018, we hosted a class inside an accumulator railcar train EV-E301 (ACCUM) with approximately 90 elementary school students who live along the Karusayama Line. After introducing JR East Japan’s environmental initiatives for trains and at stations at Taki Station where the elementary students boarded the train, they rode the train until Karasuyama Station. After arriving at Karasuyama Station, the drivers and railcar maintenance employees explained the railcars and their charging equipment, which allowed the students to deepen their understanding of our environmental initiatives while seeing ACCUM’s environmental Implementation of Environmental technology up close. One of the children who participated said,“I am glad that environmentally friendly trains operate in the Education by Delivering Lectures Class inside ACCUM on Request area. I would love to ride the train again.” Contribute to Sustainable Society through Environmental Education Targeting Local Children VOICE In the fiscal year ending March 2010, in order to contribute to the development of a sustainable I participated in this class as an organizational staff member. When the children asked society, JR East initiated environmental education programs for local children to contribute to me various questions and responded with a smile when I answered them, I was filled the development of a sustainable society. In FY2018, these initiatives were well-received, and with joy as well. In addition, as the class used ACCUM which actually runs on the local Karasuyama Line, it seemed that the children were extremely interested, and their serious we won an Excellence Award at the Career Education Awards sponsored by the Ministry of expressions when they listened to the employees were moving. Economy, Trade and Industry. I relearned the importance of tackling environmental issues as an employee of JR East Office Affairs Senior Chief, Japan, through experiencing the difficulty and joy of explaining things simply. In the Utsunomiya District Center, future, I hope to continue to work with increased awareness for energy conservation and Two Original Railway Themed Programs Omiya Branch Office cost reductions.

Cooperating with people related to education so that we can meet the needs of schools, JR East Japan made I participated in this class as a train crew member who is in charge of driving ACCUM. original programs themed around railways, a public infrastructure, and related this to the environment and life. While thinking of the local children’s smiles, I created a quiz themed on familiar things while sharing information with a colleague in charge of eco-activities, so that we could introduce the environmentally friendly ACCUM in a fun and simple way. On the day of Program 1：Exploring the Secrets of Environmentally Friendly Railways! the class, I was flooded with smiles, just as I had imagined, and one child even said, “I want to use the environmentally friendly ACCUM a lot!” It was a valuable experience for This program helps people understand the“role of railway us as we were able to rethink environmental issues and feel a connection with the local companies” as a social infrastructure and the types of Assistant Manager,Utsunomiya Train community. In the future, I hope to use this experience and work to provide a class that environmental initiatives they take while carrying out this role, Drivers' Depot, is unique to my workplace. allowing people to explore and think about different measures Omiya Branch Office that are implemented in trains and at stations. I participated in this class as an employee who is responsible for ACCUM’s railcar maintenance. Program 2：Exploring the Secrets of Information and Utilizing handmade images related to the mechanisms of ACCUM and the actual railcar, Railway Networks! I talked about how we tackle environmental issues and how JR East Japan installs its railcars with energy conservation technology, etc. It was an extremely valuable This railway themed program utilizes graphical and photographic experience for me as I was able to interact with smiling local children, who I usually analyses to allow people to think about the provision of would not meet, through a fun class where they could learn about the environment transportation services which effectively utilize information Rolling Stock Staff Member, through ACCUM. In the future, I will continue to recognize that our clients are our top networks. The program also conducts groupwork which helps Oyama Rolling Stock Center, priority, and will work to provide increasingly high-quality railcars to our customers. Omiya Branch Office people think about broadcasting that is easy to understand for exchanging information in emergency situations. See p.86 for a related feature.

20 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 21 Three pillars of JR East Group’s JR East Group Sustainability Report 2018 presents various efforts by JR Sustainability Report 2018 East Group in relation to three pillars: Safety, Society, and Environment. Our fundamental concept of safety 【Safety】 【Society】 【Environment】 Based on the Group Safety Plan This section describes initiatives for This section describes initiatives such 2018 as our fundamental concept improving the quality of transport as environmental activities, system Since the establishment of JR East, safety has been of safety, in this Safety section, we and other services, dealing with reforms, and the introduction of new our top management priority, and we have worked report on our efforts to achieve areas including inbound customers, proactive energy reduction guidelines relentlessly to heighten our levels of safety. Our “extreme safety levels.” contributing to communities through undertaken at each workplace, with earnest efforts to learn from unfortunate accidents

tourism promotion, child care the aim of achieving our FY2021 and Safety support, and diversity, etc. FY2031 goals towards reduction of in the past have enabled JR East to further the the environmental burden. prevention of future accidents with our continued developments in both tangible and intangible aspects. CONTENTS To further reduce potential risk, JR East is committed to steadily improve tangible Group Philosophy/Basic Principles/Communication Slogan／ Relationship with Society… ……………………………………………………………………………………… 62 countermeasures and also to ensure that each Strengthening Collaboration with Communities… …………………………………………………………… 62 Corporate Profile/Editorial Policy………………………………………………………………………………… 2 one of its employees takes all possible intangible Aiming for a Sustainable Society… ……………………………………………………………………………… 3 Society Rediscover the Region Project… ………………………………………………………………………………… 66 Top message Challenges for the new era… ………………………………………………………………… 4 Addressing measures to promote tourism… ………………………………………………………………… 66 measures. Society JR East Group Management Vision“Move Up” 2027… …………………………………………………… 5 Childcare Support Services HAPPY CHILD PROJECT………………………………………………………… 68 Pursuit of safety measures can never end. We Development of COTONIOR……………………………………………………………………………………… 68 will continue to work tirelessly to improve safety Launch of Mamorail: JR East’s Child Watching-Over Service ……………………………………………… 69 by pursuing a goal of "zero accidents involving Cultural Activities… ………………………………………………………………………………………………… 69

Highlight Utilization of a Doppler radar for train operation restrictions in the case of local gusts……………… 8 passenger injuries or fatalities and zero accidents Service Quality Reform Vision 2020…………………………………………………………………………… 10 Developing Our Business on the World Stage………………………………………………………………… 70 Realization of Mobility Innovations… …………………………………………………………………………… 12 Relationship with Employees……………………………………………………………………………………… 73 involving employee fatalities (including employees Industry-Government-Academia Collaboration at Regional Core StationsPromotion of Urban In order to enhance the power of human resources………………………………………………………… 73 of Group companies and partner companies)." Development（Northern Station Gate Akita）…………………………………………………………………… 14 Promotion of Diversity Management… ………………………………………………………………………… 74 Global Business Development… ………………………………………………………………………………… 16 To Improve Working Environment… …………………………………………………………………………… 78 In preparation for Tokyo 2020 Olympic and Paralympic Games… ……………………………………… 18 Basic Concept for Ecology Promotional Activities…………………………………………………………… 80 Environment Implementation of Environmental Education by Delivering Lectures on Request……………………… 20 General principles of Safety Environmental management……………………………………………………………………………………… 81

Our fundamental concept of safety … ………………………………………………………………………… 23 Environment Management of Environmental Goals…………………………………………………………………………… 81 Progress of Environmental Management by Entire Group… ……………………………………………… 83 General principles of Safety… …………………………………………………………………………………… 23 JR East has prescribed General Principles of Safety Safety Group Safety Plan 2018… ………………………………………………………………………………………… 24 Environmental Accounting and Environmental Management Indicators………………………………… 84 Safety Group Safety Plan 2018: 4 Pillars Progress of Environmental Conservation Activities at Each Workplace… ……………………………… 85 for the code of conduct for its safety-related 1. Ingraining the JR East Group’s cultures of safety…………………………………………………………… 25 Environmental Communication…………………………………………………………………………………… 86 employees. 2. Improving safety management………………………………………………………………………………… 26 Measures to Prevent Global Warming… ……………………………………………………………………… 86 1.Safety is the most important mission in Research and development for reduction of environmental loads… …………………………………… 93 3. Steadily reducing risk… ………………………………………………………………………………………… 27 transportation. 4. Efforts to further improve safety levels… …………………………………………………………………… 28 Measures for resource circulation… …………………………………………………………………………… 95 2.Ensuring safety is based on exact observance of JR East's safety management organization… ………………………………………………………………… 28 Chemical substance management… …………………………………………………………………………… 97 Safety management regulations… ……………………………………………………………………………… 28 Environmental Conservation Activities along Railway Lines… …………………………………………… 98 rules and procedures, and is achieved through Railway Safety Promotion Committee…………………………………………………………………………… 29 Biodiversity… ………………………………………………………………………………………………………… 98 constant practice. Efforts to further improve safety levels… ……………………………………………………………………… 30 Basic thoughts on noise reduction… …………………………………………………………………………… 99 3.Enforcement of confirmation and complete Fostering safety-oriented personnel… ………………………………………………………………………… 30 contact is most important for ensuring safety. Ingraining the cultures of safety…………………………………………………………………………………… 32 Corporate Governance… ……………………………………………………………………………………… 100 Group-wide efforts to further improve safety… ……………………………………………………………… 32 Compliance………………………………………………………………………………………………………… 101 4.For ensuring safety we should cooperate Safety-related research and development……………………………………………………………………… 33 Corporate Info … ………………………………………………………………………………………………… 103 CONTENTS together and go beyond our official responsibility. Measures to prevent train collisions… ………………………………………………………………………… 34 Management Information ……………………………………………………………………………………… 105 5. When we have questions or must choose Organization … …………………………………………………………………………………………………… 106 Our fundamental Preparedness against natural disaster…………………………………………………………………………… 36 among several options, we should remain calm, Safety measures at platforms……………………………………………………………………………………… 42 Personnel-related data … ……………………………………………………………………………………… 106 concept of safety …… 23 Measures to prevent level crossing accidents………………………………………………………………… 44 Independent Assurance Report… …………………………………………………………………………… 108 think by ourselves, and take the safest course Current safety record of JR East… ……………………………………………………………………………… 46 Closing… …………………………………………………………………………………………………………… 109 JR East's safety management after thorough consideration. Railway accidents…………………………………………………………………………………………………… 46 organization …… 28 Incidents… …………………………………………………………………………………………………………… 46 Transport disorders… ……………………………………………………………………………………………… 46 GRI content index, JR East Group’s materiality and stakeholders, Efforts to further Current state of employee accidents…………………………………………………………………………… 47 are available on our corporate website. Cooperation with customers and communities to ensure safety ………………………………………… 48 improve safety levels……30 For the website version of our sustainability report, please go to: Current safety record of Relationship with Passengers…………………………………………………………………………………… 49 Medium-term Vision for Service Quality Reforms 2020……………………………………………………… 49 JR East …… 46

Society Confirm grasp of issues and effects of measures implemented through passenger satisfaction surveys… ……………………………………………………………………… 49 http://www.jreast.co.jp/e/ Cooperation with customers and Provide reliable transportation services………………………………………………………………………… 50 communities to ensure safety …… 48 Enhance information provision during transportation service disruptions… …………………………… 50 environment/index.html Providing services tailored to passengers’ situations………………………………………………………… 51 Realizing railway services that passengers can use confidently nda comfortably……………………… 52 Increase mutual communication with passenger feedback as the starting point……………………… 55 Note: External Assurance on environmental performance Improvement of service quality pursued by the entire and environmental accounting data Group working as a single team (SQ Network)… …………………………………………………………… 56 KPMG AZSA Sustainability Co., Ltd. has been engaged to provide external assurance on a set of selected environmental performance and IT and Suica Business… …………………………………………………………………………………………… 57 environmental accounting indicators so that the reliability of the data is Service improvement for foreign visitors………………………………………………………………………… 58 ensured. The particular indicators that are assured are marked with a ☆ for clarity. Technical renovation… …………………………………………………………………………………………… 59

22 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 23 In Group Safety Plan 2018, together with Group Safety Plan 2018 Group Safety Plan 2018: 4 Pillars redefining the direction we are taking as a company such as preventing accidents resulting Since our establishment, JR East has been from internal factors, we outline specific measures. 1 Ingraining the JR East Group’s cultures of implementing a series of five-year safety plans. From Additionally, through our ongoing efforts to safety April 2014, guided by Group Safety Plan 2018, pass on technologies and promote measures ■5 cultures which is the 6th plan, each of us involved in the to comprehensively understand the severity of railway business committed to improve safety, and accidents, we aim to further enhance safety A culture of proper reporting JR East as a whole group will continue to challenge management through the fostering of safety- The prompt and proper reporting of accidents and Safety ourselves to achieve "extreme safety levels." conscious personnel. incidents, and the prevention of the recurrence of accidents. Train protection drill at General Training Center

A culture of noticing Overview of Group Safety Plan 2018 Zero accidents involving ■Sangen Principle: Three Actualities Principle passenger injuries or The recognition and sharing of information regarding Accidents and incidents always occur at the fatalities, zero accidents the potential sources of accidents in order to prevent Genba.* This means that the sources of accident accidents and incidents. involving employee fatalities, prevention can also be found at the Genba. JR JR East Group’s and a reduction in employee injuries 0 fundamental East continues its search for answers which cannot Society concept of safety A culture of learning be found on paper, based on the "Three Actualities Targets we aim to achieve in the Group Safety Plan 2018 Principle" as its standard for action: actual The open and honest discussion and exchange of opinion locations, actual objects, and actual people. in investigating the causes of accidents and incidents in Protecting lives Accidents due Accidents due order to identify the causes of accidents and to take truly effective countermeasures against their recurrence. * Genba: "Genba" means actual locations, objects, and people directly to internal factors to external factors related to the safety of our operations including points of contact with our customers and fields or workplaces of transport or services. Completely preventing “repeated events”prior to Eradicating preventable accidents Steadily reducing risk A culture of action

the occurrence of accidents Environment We will eradicate preventable To minimize damage caused by The continuous awareness of others, learning from accidents by further upgrading accidents due to external factors accidents and incidents which occur in all places Steadily establishing and railway operation and maintenance such as natural disasters, we will of work, not just in one’s own workplace, and the The Three Actualities Principle systems to eliminate accidents due implement planned countermeasures improving structures and implementation of appropriate countermeasures. to internal factors. to reduce risk. Actual locations: promoting efforts by each To this end, we will prevent the reoccurrence of“repeated events” Visiting actual locations to employee to reduce risk prior to the occurrence of accidents. understand actual conditions A culture of direct meeting and discussion Accidents closely related Actual objects: to the public Safety can be ensured only by taking safe actions. Think and act by yourself. This is at the core of our Viewing actual objects in order to safety. understand actual conditions

Comprehensive measures in Actual people: cooperation with the community ■Stopping trains when we feel it is not safe. Meeting face to face with people To prevent accidents at rail crossings Safe and stable transport is important for our involved to understand actual situations Group Safety Plan 2018 : 4 Pillars and those involving passengers falling railways. Safety means protecting lives, while from platforms, the JR East Group as a whole will not only take steady stability means ensuring on-time operations of countermeasures, we will also take our trains. However, though stable transport is comprehensive measures in important for us, safety comes first. Trying too Ingraining the cooperation with our customers and hard to keep to schedule sometimes results in not cultures of safety neighboring communities. properly following safety confirmation procedures, ■Challenge Safety Campaign 1. which leads to risking the safety of train operations. Since the company's foundation, we have been Steadily reducing To secure the safety of our railway operations, the 3. risk whole JR East Group will always follow our code continuing our Challenge Safety Campaign with Each employee works to expand of conduct to the aim of encouraging our employees to actively his or her own capabilities and take on the challenge of further improving safety Improving safety "stop trains" improve safety through teamwork. levels, rather than just passively maintaining safety. management 2. Priority whenever we feel it necessary for safety reasons. The campaign aims to encourage each one of our improvement plan In Group Safety Plan 2018,‘employees’ employees to actively endeavor to improve safety 4. for safety refers to each of our employees involved in levels, think and discuss specific measures with equipment the railway business, including those of each other and act upon them. JR East, JR East Group, and partner companies.

24 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 25 ○Passing on experiences through the Chroniclers of ■Deeply learning the dreadfulness of accidents 2 Improving safety management of being prepared for unforeseen natural disasters. Safety (narrators of oral history) By engraving the dreadfulness of accidents in their Additionally, we will steadily reduce the risk of We have organized a group of ex-employees from memory, each one of our employees will take specific damage being caused by the increasing incidence ■Fostering safety-oriented personnel various departments who possess an abundance of actions to prevent them from happening. of natural disasters such as abnormal weather like The safety of our operations is supported by our knowledge and applied skills in railway safety to act torrential localized rain and gusts of wind, floods and frontline employees. To respond to the rapid changing as our "Chroniclers of Safety." These Chroniclers of ○Further utilization of the Accident History volcanic eruptions. To minimize damage caused by of generations, we will steadily work on fostering Safety share their safety-related experiences, such as Exhibition Hall natural disasters due to external factors immediately safety-oriented personnel. the handling of accidents in the past, in the hope that Since FY2015, all JR East employees visit the after an occurrence, JR East will take planned risk they will pass their accumulated experiences and Accident History Exhibition Hall where actual trains

reduction measures. Safety ■Fostering safety-oriented personnel with a skills down to future generations. from accidents and disasters are exhibited. We strong mindset in cooperation between Key Safety also continue to improve the educational materials ■Reducing risk of accidents closely related to the Leaders, Safety Professionals, General Training ■Providing easy-to-understand learning materials available at the Accident History Exhibition Hall. public Centers and Skills Training Centers and information While we steadily take measures against accidents By utilizing ICT technologies, JR East offers an ○Publication of major accident encyclopedia at road crossings and customers falling onto tracks, Taking specific actions to comprehensively Key Safety Leaders understand situations,training and the fostering of environment for employees to learn whenever We will continue the publication of our major accident we continue our efforts to ask our customers successors in each workplace The General Training Center cooperates with Key needed from various learning opportunities such as encyclopedia with notes from those who were and neighboring communities to understand the Sharing of Safety Leaders for the comprehensive utilization of information mutual knowledge in instruction at field organizations Challenge Safety campaigns, regular training and involved in the accident response at the time. risks associated with railways and to prevent the and consultation Firm General Training Centers Offering training in line with drills, study sessions and individual learning. The occurrence of such accidents. Society coalition actual field site scenarios and Skills Training Centers necessary materials and information can be easily Conducting We will take comprehensive measures including training Mutual alliance for training programs searched and processed for learning. accident prevention campaigns on platforms, Conducting activities to specifically broaden escalators, or road-railway level crossings, and the Safety Professionals the safety measures at branch offices and other locations ○Development and improvement of the safety elimination of level crossings in cooperation with portal local municipalities. ■Fostering capabilities to flexibly respond to JR East utilizes its safety portal site via the intranet as disasters its safety-related information platform. Employees can From the Great East Japan Earthquake on March 11, access the necessary educational materials including

2011, we have relearned the importance of being videos whenever needed. Environment prepared for disasters on a daily basis and to think ○Further prediction of possible risk and and act by ourselves at a time of a disaster. ○Development of e-learning related countermeasures To respond to an accident or a disaster immediately By utilizing devices such as tablets, we offer e-learning after its occurrence, we are required to remain calm so that employees can learn whenever they want. to review our choices and make prompt decisions Accident History Exhibition Hall Though some risk might not be recognized as risk, with changing circumstances surrounding railways some to ensure the safety of our operations and take the ■Further increasing the levels of safety through the might evolve into a risk to operations in the future. We necessary actions. By discussing the actions required concerted efforts of the whole JR East Group will monitor the changing risk on a regular basis so that immediately after the occurrence of an accident or a To steadily and specifically promote our safety efforts, we can predict the possible risk and implement proper disaster and preparing ourselves through training on it is important that we share information and our 3 Steadily reducing risk countermeasures beforehand.

a regular basis, JR East helps its employees to foster safety values for the whole JR East Group including An example of our risk evaluation capabilities to respond flexibly to an accident or a group and partner companies. We are committed ■Totally eradicating accidents due to internal methods disaster. to ensuring that all JR East Group employees share factors High The frequency of accident occurrence safety values and to continuing our efforts to further Our goal is to eradicate preventable accidents ■Steadily passing on necessary technologies improve the levels of safety in our operations across due to internal factors by further upgrading railway ● Contact with trains on the whole JR East Group. operation and maintenance systems. In addition station platforms Level-crossing derailment accidents ○Passing experiences and knowledge to future to our risk reduction measures for personnel and ● generations ■Simplifying to minimize human errors management such as education and training, we will Wheel-climb JR East will steadily pass on valuable experiences Devices and equipment requiring complex rules and take all possible measures such as the utilization of derailment on earth Derailment due to numerous operations could result in human errors. and sand excessive speed and knowledge that veteran employees possess technological developments in ICT, big data, and GPS. ● ● including the circumstances that led to accidents in JR East promotes the simplification of its operations We will also review our safety-related procedures the past and the processes that led to the creation of by unifying the specifications of its devices and and further strengthen the countermeasures we have narrowing down its safety rules and regulations. current rules and regulations. We will also continue been putting in place. Low speed derailments

Low ● our efforts to increase the volume of these valuable However, since many of the safety rules have been To this end, we will focus primarily on preventing the ● Major earthquake experiences and knowledge of veteran employees to created from lessons from past accidents, as a reoccurrence of "events requiring attention" due to be shared with future generations. condition of this simplification we make sure we the same factors. Low High understand the background to and objectives of Max. estimated damage ranking ○Increasing opportunities for employees to learn each safety rule. ■Reducing risk of accidents due to external factors

and challenge themselves When the Great East Japan Earthquake occurred, By reviewing the changing risk of possible accidents on In passing on technologies, we place importance on the earthquake countermeasures that had been a regular basis by using risk evaluation methods, we can offering opportunities for each one of our employees steadily implemented by JR East up to that time determine the priority of the necessary countermeasures to voluntarily learn and challenge themselves and we proved effective to a certain extent. On the other believe that this will eventually lead them to acquire hand, we continue to acknowledge the importance knowledge of the technologies and improve their capabilities.

26 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 27 ■Major safety investment in FY2019 ［ Management structure for transport safety ］ 4 Efforts to further improve safety levels In FY2019, JR East will steadily implement measures against large-scale earthquakes, safety President ■Safety facilities investment measures for level crossings, improvement of Railway Operations Headquarters JR East has invested more than 3.9 trillion yen to safety measures on platforms such as platform date following the company's establishment. In doors, improvement of ATS-P, and reinforcement Shinkansen Construction Branch Investment Planning Dept. Chief Safety Management officer Transport Dept. Offices Offices our Group Safety Plan 2018, JR East's Five-year Construction Dept. of railway-related security. Transport Safety Dept. Safety Plan, which was announced in Feb. 2014, JR JR East plans to invest 525 billion yen in total in Finance Dept. General Facilities Transport Marketing Marketing Dept. East plans to invest approximately 1 trillion yen in its facilities and 269 billion yen of that total will be Affairs Div. Div. Div. Personnel Dept.

Safety Safety Transport & Rolling Stock Dept. Safety Div. safety measures during the five years from FY2015 invested in safety. Planning Planning to FY2019. Office Office Operation Manager Branch Offices Safety Planning Control Operation Office Center Facilities Dept.

Headquarters Electrical & Signal Network System Dept. Stations

Headquarters- Rolling Stock Depots In-field offices affiliated Trends in safety investment Drivers & Conductors Depots Train Crew ［ ］ Construction Facilities Maintenance Depots Training Manager Depots Train Crew Training Manager Drivers & Conductors Depots （billion yen）

*The chief safety management officer, the operation manager, Society 5,500 5,250 and the train crew training manager are terms designated by the Railway Business Act and related regulations. ⎫ 5,000 丨 丨 4,528 丨 Other investment 4,500 丨 丨 facilities and trains. 丨 Railway Safety Promotion Committee 丨 There are also Regional Safety Promotion 4,000 ⎬ 丨 Committees at each branch office and the 丨 JR East established the Railway Safety Promotion 3,500 丨 Shinkansen Transport Dept., chaired by the 丨 Committee at its Head Office, chaired by the general managers of the branch offices and the Environment 丨 3,000 丨 Director General from Railway Operations department. These committees implement specific ⎭ ⎫ Headquarters, as its safety promotion network in measures in cooperation with the Railway Safety 2,500 丨 丨 1987 at the time of its corporate establishment. Promotion Committee, and investigate the causes 2,690 丨 丨Safety investment The committee aims to improve safety in railway of accidents, implement concrete preventive 2,000 丨 2,334 丨 operations and prevent accidents by investigating measures, and promote activities to enhance 丨 the causes of major accidents, formulating 1,500 丨 safety in their service areas. ⎬ preventive measures to avoid reoccurrences, and 丨 829 丨 implementing safety-related countermeasures for 1,000 丨 丨

丨 500 丨 丨 276 丨 ⎭ 0 '87 '88 '89 '90 '91 '92 '93 '94 '95 '96 '97 '98 '99 '00 '01 '02 '03 '04 '05 '06 '07 '08 '09 '10 '11 '12 '13 '14 '15 '16 '18'17 （fiscal） President （Plan） Railway Safety Promotion Committee Regional Safety Promotion Committees (located at the Shinkansen Transport Dept., (located at the Head Office) each branch office and each Construction Offices)

Chairman: Director General, Railway Operations Headquarters Chairman: General managers of the Shinkansen Transport Dept.,each branch Members: Deputy Director General, Railway Operations Headquarters;輸送の安全確保に関する業務体制の概略図 office and each Construction Offices General Managers of Technology Innovation Headquarters, Safety Members: Department managers and on-site supervisors Planning, Customer Service Quality Reformation, Marketing, 社 長 Activities ①Formulate and promote specific safety measures relating to Transport & Rolling Stock, Facilities, Electrical and Signal Network transport and injury accidents, based on policies set by the System, Construction, and Personnel Departments, and the Railway Safety Promotion Committee鉄道事業本部長 安全統括管理者 Executive Director, Research & Development Center of JR East JR East's safety management organization ②Determine causes of accidents that occurred in their service Group 工事事務所長新幹線運行本部長 支社長 人事部長 財務部長 建設工事部長投資計画部長電気ネットワーク部長設備部長 運輸車両部長運転管理者営業部長 安全企画部長 areas and countermeasures to these accidents Mandate ①Investigate causes of major accidents and countermeasures ③Monitor trends in accidents in each of their service areas, and against them review the results of implemented safety measures ②Monitor trends in accidents and formulate policies to prevent ④Encourage self-motivated safety activities by employees in each safety management officers, operation managers, them of their service areas Safety management regulations ③Instruct and test relevant employees ⑤Discuss other requirements for preventing accidents and train crew training managers. The chief safety ④Discuss issues regarding safety-related総務部長 facilities設備担当部長 and rolling運輸担当部長 stock営業担当部長 management officer is selected from the Director ⑤Deliberate on 安全企画室長measures to安全企画室長 prevent accidents at指令室長 level crossings In response to a revision of the Railway Business Act, JR ⑥Press forward with preventative measures 乗務員関係区所長 General of Railway Operations Headquarters or its ⑦Discuss other requirements for preventing accidents 本 社 East formulated its safety management regulations in equivalent. 乗務員指導管理者 Oct. 2006. The safety management regulations make 支社など The operation manager is selected from the General Operation Operation stipulations on various safety management-related 安全統括管理者、運転管理者、 Manager of Transport & Rolling Stock Dept. or its 工事区長 乗務員関係区所長設備関係区所長車両関係区所長駅長 現業機関など Departments乗務員指導 at Departments at乗務員指導管理者は、鉄道事業 matters such as the responsibilities of top management Safety Planning Dept. the Head office each branch office Safety Planning Office equivalent. The train crew training manager is selected 管理者 法および鉄道事業法施行規則に より定められた用語です。 executives in ensuring the safety of operations and on from the Manager of Drivers & Conductors Depots. organizational matters such as the selection of chief

Field organizations

28 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 29 ■Education and training to understand the real employees on a regular basis in the workplace, Efforts to further improve safety levels nature of each action and contribute to the betterment of safety levels in For higher quality operations, it is necessary to field organizations. truly understand the sense of values, objectives, only on work procedures, but also on the purposes, and background for each basic action and rule. Fostering safety-oriented personnel objectives, reasons, background, structures and For these reasons, in our education and training, working principles that underlie them so that trainees trainees learn not only procedures including ■Safety education and training can think about and learn the sense of values that manuals, but also undertake practical training so To heighten safety awareness among employees by that they can understand the true nature of the

underpin the reasons for each action. Safety placing priority on safety education and training JR ② During training to improve responsiveness, trainees lessons including the reasons, structures, and East is offering educational and training opportunities can touch and feel actual devices and equipment so working principles behind them. to its employees at the JR East General Education that they can encounter situations that are as similar Key Safety Leaders' meeting Center (Shirakawa City, Fukushima Prefecture) and as possible to actual situations. By experiencing ■Accident History Exhibition Hall General Training Centers (branch offices), and on-the- failures in training, they can learn by practice and Many of the safety-related rules and facilities job training in each workplace. acquire the level of responsiveness required in daily have been created from our experiences of and ○Safety Professionals The JR East General Education Center offers group operations. reflection on past accidents. With the objective We have selected Safety Professionals from training for personnel development and improvement ③ By experiencing the most serious accidents, to further improve our safety levels by learning each branch office and construction work office

of knowledge and skills, fostering the development trainees can be ready for the worst-case scenario and lessons from accidents, which is our basic policy to train them as Safety Professionals. They are Society of new train crews and also providing the necessary take the necessary countermeasures. Engraving the for safety, we will never forget past accidents expected to be professionals capable of guiding training for job transfers. The General Training importance of lives on the minds of employees will and are committed to pass on these valuable other employees through their long experience Centers in each of our branch offices offer education drive them to further improve their countermeasures. experiences learned from those lost lives. To this in railways and abundance of knowledge of and training to improve the skills of train crews by end, JR East established the Accident History safety rules and details of past accidents as utilizing accident prevention simulators on a regular To improve the levels of education and training, we Exhibition Hall at JR East General Education Center well as their countermeasures. basis. are enhancing educational and training facilities at and the hall is used for various training to learn the In OJT (on-the-job training), we offer education and General Training Centers and Skills Training Centers importance of safety in railway operations. training to suit the situations of each workplace. at all of our branch offices by introducing cut models In the 30th anniversary of the company’s of actual devices and equipment. Furthermore, we foundation, we are renewing the Accident History Environment are currently introducing simulators for training at all Exhibition Hall so that we can remember past train crew offices. accidents and pass on the lessons learned from these accidents to future generations.

Safety Professional certification ceremony

JR East General Education Center ○Chroniclers of Safety (narrators of oral history) Cut model of rolling Simulator for train crew training JR East is currently experiencing a rapid change stock equipment in the generations of its employees, including frontline staff and therefore needs to steadily instill successors with safety-related knowledge,

Train protection drills on training tracks leadership, and technical capabilities. We assigned ex-employees of JR who possess an abundance of knowledge and applied skills ■Enhancement of educational and training facilities Accident History Exhibition Hall in railway safety to act as our "Chroniclers of We are conducting safety-related education and Safety" (narrators of oral history). training based on the following principles: ① In basic education in classrooms and in on-the-job ■Fostering integral safety leaders and training at each workplace, importance is placed not Track facility at Skills Training Center professionals In this time of rapid change in generations, since it is of the utmost importance to enable our employees to play major roles in securing Drive simulator for train drivers safety in our operations, we are taking various measures as indicated below. Senior Chief Driver, Tachikawa Train Drivers Depot, Hachioji Branch Office

Tachikawa Transportation Depot is in charge of train driving training methods to make ○Key Safety Leaders for the Chuo Line, Ome Line, and Itsukaichi Line. The depot is them more practical and We are fostering three capabilities in Key Safety Assignment of ex-employees of JR East who possess an the largest in the JR East service area with approx. 280 drivers. effective. Specifically, we Leaders in field organizations: comprehensively abundance of knowledge and applied skills in railway Currently, I am in charge of education and training for train drivers. introduced conformity in understand situations, training and fostering safety to act as our "Chroniclers of Safety" (narrators of In March 2017, a drive simulator for train drivers was introduced basic actions such as finger-pointing and calling, driving in bad oral history) at the depot. Instead of CG images, the simulator uses real images weather, and the emergency response at a time of signal failure. successors in each workplace. Key Safety Leaders of the railway line where the driver works, to make driver training We will further improve our level of driving for safer and more have a thorough understanding of the safety rules, more realistic. stable transport by fully utilizing the simulator. details of past accidents and safety weaknesses Due to the introduction of the new simulator, we reviewed driver in their own workplace, offer guidance to other

30 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 31 ○Railway Safety Symposium partner companies that are engaged in work We developed a rotary encoder method to detect a Ingraining the cultures of safety With objectives to improve the safety awareness directly affecting train operations. As of March train location by the number of axle revolutions. As a of each one of our employees and to further 2018, the number of companies in this network method to support the prevention of train collisions ○The Challenge Safety Campaign vitalize various safety improvement activities had expanded to 37. with maintenance cars in the ATACS sections, we We started the Challenge Safety Campaign with including Challenge Safety Campaigns, JR East JR East Group continues to promote measures introduced the system to the Saikyo Line between the aim of encouraging our employees to actively started Railway Safety Symposiums in 1990. for improvement and share issues to enhance Ikebukuro and Omiya in Nov. 2017. take on the challenge of further improving safety Symposiums are attended by approximately safety levels across the whole group through JES- levels, rather than just passively maintaining safety, 700 people including employees of group Net Presidents’ Meetings with presidents of each Blocked section with each one of our employees thinking about companies. We invite key figures from outside group and partner company and JR East’s top Safety safety and autonomously taking actions. With of the company to host panel discussions and management; through safety collaboration camps initiatives of field staffs, in a consorted campaign introduce detailed safety examples of other with safety-related managers of branch offices with all employees JR East is working to create a companies. Participants bring back what they and JES-Net member companies to discuss safety corporate climate in which its employees actively learn at symposiums to their workplaces and issues; and through safety reviews where frontline engage in pursuing higher safety levels in our share safety awareness with other employees. staffs exchange various opinions on site. When the When the maintenance maintenance car car reaches the limit operations. In the campaign, each one of our Additionally, through active exchanges of human goes beyond the limit of the section employees finds their own safety issues and takes resources among JES-Net members, we are ・Warning by voice actions to solve these safety issues with support working to ・Notification by and light audio

・Red LED light flickers on Society from branch offices and the Head Office. improve safety On-board announcement board. levels and equipment sharing safety Maintenance car location detection system (rotary encoder system) awareness across the whole ○Development of a system to detect abnormality group. in the wheel load balance We developed a warning system to detect The 25th Railway Safety Symposium in FY2017 JES-Net presidents' meeting wheel load unbalance by using a strain gage attached on the side of a rail. A wheel load

○Round table discussions between front-line unbalance could lead to a derailment accident. Environment employees and executive officers Safety-related research and development We started test operations in Mar. 2018 and We are increasing the frequency of opportunities are currently conducting verification tests on the for the exchange of opinions between front-line JR East Group conducts various safety-related system.

Development of safety-related discussions in each workplace employees and executive officers to further deepen research and development activities with the mutual understanding. Research & Development Center of JR East Group as Through direct discussions between front-line its core. employees and Head Office executive officers, we Research themes at these organizations include those have mutually confirmed efforts to solve safety- related to promoting the sharing of safety information related issues in order to take specific measures to and knowledge, in addition to efforts among further improve the safety levels of our operations. employees; development of systems to prevent accidents due to failures in maintenance work procedures; research on safety evaluation of natural disasters such as wind, earthquake, heavy rain and Examples of CS Campaigns snow; research on the safety of railcars to prevent flange climb derailment at low speed; and research Wheel load unbalance to ensure the safety of customers at stations. detection system ○Challenge Safety Aoshingo (Challenge Safety Research themes at these organizations include Green Light) those related to major accidents such as derailments, Strain gage Since April 1989, we have been publishing a systemization of maintenance work, promoting monthly safety information magazine, Challenge the sharing of safety information and knowledge Round table discussions with front-line employees Safety Aoshingo, to among employees by utilizing human factors, safety ○R&D related to human factors comprehensively evaluations of natural disasters such as strong winds, We developed a tool to measure the safety distribute safety earthquakes, and heavy rain. capability of employees so that they can identify information to our Group-wide efforts to further improve safety their key strengths and then utilize and foster employees. The ○Development of the maintenance car location that strength in their work. magazine offers useful ○JES-Net (JR East Safety Network) detection system information for CS As the division of work increasingly progresses As a countermeasure in light of the derailment Campaigns in each among Group and partner companies, to accident at Kawasaki Station in Feb. 2014, we workplace such as further improve safety levels it is inevitable developed the maintenance car location detection specific efforts of the that there is a sharing of common safety values system. The system activates an alarm when it campaigns in each and cooperation. When we started the Safety detects an unauthorized maintenance car (including workplace and details Plan, the JR East Safety Network (JES-Net) was a road railcar) in an unblocked section, where train of past accidents. established in FY2005 as a safety promotion operations are not yet blocked for maintenance Development of a tool to measure network consisting of 25 JR East Group and work. safety capability of employees Challenge Safety Aoshingo (Mar. 2018 issue)

32 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 33 ○ATC (Automatic Train Control) ○ATACS (Advanced Train Administration and Measures to prevent train collisions In this system, ground equipment continuously Communications System) transmits signals to trains via the rails. The transmitted This is a totally new system for trains to detect their ■Safety equipment Shin-Aomori signals are indicated in the driver's cab and the system own locations instead of using traditional methods of ○ATS and ATC automatically activates the emergency brake if the train train location detection with track circuits. By using radio To prevent collisions between trains, JR East Hirosaki exceeds its permitted speed. communications for the transmission of train location has installed ATS (Automatic Train Stop) and Higashi-Noshiro Aomori On the Shinkansen and the Yamanote, Keihin Tohoku information between ground and on-board facilities, we ATC (Automatic Train Control) systems for its and Negishi Lines, we have replaced the systems can control train operations. JR East began using ATACS Ōdate conventional lines and ATC for Shinkansen lines on Oiwake with digital ATC. This system transmits the location on the Senseki Line between Aobadōri and Higashi- Hachinohe Safety all of its railway lines. Akita information of the preceding trains to the following Shiogama in October 2011 and on the Saikyo Line train so that on-board equipment can control the train between Ikebukuro and Omiya in Nov. 2017. speed based on a speed pattern calculated from the Ōmagari information. Uchino Sakata Morioka Sakamachi Amarume Hanamaki Echigo-Kawaguchi Yoshida Niigata Kitakami ［ Digital ATC ］ ［ ATACS ］ Naoetsu Kashiwazaki Shinjō Shibata Ichinoseki Single-stage brake control improves ride quality with less time loss Niitsu Train interval control Train Miyauchi Yamagata Speed check pattern location Jōetsumyōkō Furukawa Society Pattern speed Nagano Ayashi ATACS Cab signal Kita-Matsumoto Shiroishi Braking by comparing Koide Kogota train speed with pattern Ōmae Echigo-Yuzawa speed Matsumoto Aizu-Wakamatsu Ishinomaki Train speed Fukushima Minakami Higashi-Shiogama Preceding train Shin-Shirakawa Train stop location Yokokawa Direction of movement Kobuchizawa Shibukawa Nikkō Kōriyama (limit to proceed) Takasaki Sendai Kuragano Kuroiso Utsunomiya Aobadōri Hōshakuji (as of the end of Mar. 2018) Depending on the interval between trains, Kōfu Oku-Tama Transmitting a location to stop calculated from location of preceding train speed check patterns are created to decelerate or stop trains Iwaki Iwanuma Oyama Karasuyama 【Legend】

Musashi-Itsukaichi Asakanagamori ： Lines with digital ATC Environment Tomobe Ikebukuro Ōmiya ： Lines with ATC, ATS-P Abiko ： Lines with ATACS Kōzu Mito ： Lines with ATS-Ps Atami Narita Kashima-Soccer Stadium ： Stations with ATS-P Itō Kisarazu Katori currently installed Narutō ： Stations with ATS-Ps Introduction of ATACS and its further development Kurihama Chōshi currently installed ： Stations planned to be equipped with ATS-P Ōami Chief, ATACS Saikyo, Tokyo Electrical Construction and System Integration Office Kazusa-Kameyama Following the introduction of the Advanced Train crossing control functions Administration and Communications System (ATACS) on the of ATACS. Compared with ［ Installation plan for ATS-P and ATS-Ps systems ］ Senseki Line, we introduced the system on the Saikyo Line the conventional level in Nov. 2017. This was the first implementation in the Tokyo crossing control method, we expect that the level crossing Areas for planned installation Installation status as of the end of FY2018 metropolitan area. Though we faced some difficulties such as control method of ATACS will lead to further improvements ensuring radio quality and arranging construction work to take in safety and the optimization of the alarm duration. With the Mainly for railway sections with frequent train Completed installation in 5 major stations and railway sections for ATS-P system operations in the Tokyo metropolitan area 2,405.8km (service km) account of other projects, thanks to detailed meetings with aim of offering better systems, I will continue in my efforts to Provincial city areas and major railway sections Completed installation in 72 major stations and railway sections for related parties and repeatedly reviewing construction methods design systems as well as more safe and stable transportation, ATS-Ps system excluding the Tokyo metropolitan area 210.8km we were able to complete construction and start to use the and we will also work on optimizing the functions of ATACS system. and assessing system for introduction on other lines. Currently, I am in charge of the introduction of the level

○ATS (Automatic Train Stop) ［ Overview of ATS-P system ］ Currently, JR East is installing ATS-P and ATS-Ps systems ■Others with improved safety capabilities on its railway lines. ［ Dual safety measures ］ When the train speed exceeds ○Dual safety measures With ATS-P and ATS-Ps, based on information from Pattern speed the pattern speed, the automatic When conducting track construction, maintenance, or ground equipment, on-board equipment calculates brake is activated Stopping before inspection, we close tracks so that other trains cannot the allowed train speed to stop at a stop signal. When reaching the stop Normally, the train is stopped signal enter these particular railway sections. However, in the the train exceeds the speed pattern, the system before reaching a stop signal by the train driver activating case of a failure of a track closure as a result of human automatically activates its automatic brake to stop the brake error, it could result in a train mistakenly entering the train. The system also responds to speed limits for Direction of movement a closed section during construction, maintenance curves and turnouts. Rail clamp or inspection. To prevent this from happening, we shunt undertake dual safety measures. In addition to the Beacon (transmitting distance between the train and a stop signal) above-mentioned track closure procedure, by installing rail clamp shunts on the closed section, signals will change to a stop signal to prevent trains from proceeding to that closed section.

34 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 35 ○Collision prevention support radio system ［ GPS train approach alarm system ］ [Seismic reinforcement measures taken after the Learning lessons from the derailment accident Great East Japan Earthquake and progress made I/F system (As of the end of March 2018) ] in the Kawasaki Station premises of the Keihin CTC/TID Total completed / Tohoku Line in Feb. 2014, JR East introduced a Major measures Completed ratio Planned total collision prevention support radio system to help Central system Approx. 8,640 units / Shinkansen Completed maintenance workers stop trains in case of an GPS satellite Elevated Approx. 8,640 units bridge GPS satellite Approx. 6,240 units / emergency during maintenance work. columns Conventional Lines 95% Mobile phone lines Approx. 6,600 units The collision prevention support radio system Approx. 620 units / On-board system Shinkansen 91% alerts neighboring trains of an emergency by Approx. 680 units Bridge Safety Seismic reinforcement columns Approx. 1,640 units / operating exclusive radio terminals in the case of Conventional Lines 86% Device for Approx. 1,910 units an abnormality to immediately stop trains. The maintenance workers Near Ochanomizu Approx. 1.2 km / (embankment on Completed system is installed on all conventional line trains Approx. 1.2 km ○Emergency train stopping measures the river side) and when the emergency signal is transmitted, For Shinkansen lines, to automatically stop trains as Approx. 8 km / Embankments Height of 8m and over Completed drivers receiving the signal promptly stop their Preparedness against natural disaster Approx. 8 km quickly as possible JR East utilizes the Shinkansen Height of 6m and Approx. 10.0 km / trains. 91% early earthquake alert system, which is based on the over, and below 8m Approx. 11 km However, depending on radio and line availability, ■Our measures against earthquakes installation of wayside and coastal seismometers to Cutting (Including near Approx. 13.3 km / 58% the signal might not reach all neighboring trains. Ochanomizu) Approx. 23 km detect primary tremors (P-waves). Additionally, the Learning from earthquakes in the past, JR East

Embankments and anti-derailing Approx. 74km / Society For this reason, the collision prevention support Completed time required for the activation of emergency braking has employed the following three anti-earthquake guards before and after bridges Approx. 74km radio system is used as a supplementary method is shortened by approx. 1 second. To be prepared 62 buildings / Approx. measures: Station buildings 72% for train protection. 85 buildings for an earthquake with an epicenter directly beneath Ceiling of station buildings Approx. 410 stations / ①Preventing structural damage (seismic 73% the Tokyo metropolitan area and also for inland and platforms Approx. 560 stations reinforcement measures) earthquakes, seismometers are installed at 30 Walls of station buildings 56 stations / 56 stations Completed ②Train drivers activate and platforms locations and JR East started using the Earthquake brakes upon receiving ②Stopping trains immediately (emergency train ○％ Completion ratio of 80% and over Completed Completed Early Warning of the Japan Meteorological Agency emergency report stop measures) from October 2012. ③Minimizing secondary accidents following For conventional lines, using information from the

①Emergency is reported derailment (preventive measures against derailed [Additional reinforcement started from FY2018] Shinkansen early earthquake alert system and Environment via radio on exclusive trains leaving the track area) also the Earthquake Early Warning of the Japan lines Abnormality reported Major measures Planned total Meteorological Agency, JR East utilizes the Early * At the same time, train protection measures are taken ○Seismic reinforcement measures Earthquake Alert System for conventional lines In order to be prepared for the expected Elevated Shinkansen Approx. 2,630 units to activate the emergency brake of trains in the bridge earthquake whose epicenter is anticipated to be columns Conventional Lines Approx. 180 units necessary sections at the time of a large-scale located directly beneath the Tokyo metropolitan earthquake. area, since FY2013 we have been working on the Embankments Approx. 12 km By further improving the functions of seismometers seismic reinforcement of embankments, cuttings, Embankments and anti- installed along Shinkansen lines, along the seashore, derailing guards before Approx. 50 km ○Train approach alarm system brick arch viaducts, power poles, and the prevention and after bridges and inland of the Tokyo metropolitan area, we are JR East utilizes alarm systems to warn maintenance of the collapse of ceilings and walls on platforms shortening the time required to stop a train after workers on tracks of approaching trains. For and in other parts of stations. Additionally, we the detection of an earthquake on Shinkansen and railway sections with track circuits*installed, we have proceeded with the seismic reinforcement of conventional lines. use a TC-type wireless train approach alarm bridge pillars and elevated bridge columns ahead system to warn workers of approaching trains by of schedule. Moreover, due to the Great East Japan track circuit. For railway sections without track Earthquake in 2011, we are pressing forward with circuits, we developed a GPS train approach alarm the seismic reinforcement of station buildings that Early detection of earthquakes by utilizing system to inform workers of train locations by have daily passenger traffic of 3,000 persons or Topics locating the positions of trains and workers on more and also of Shinkansen power poles that were information from ocean bottom seismographs GPS. We started use of these systems on both the greatly damaged by the earthquake at the time. In Oct. 2017, JR East signed an agreement with National Iiyama Line and the Hachikō Line from April 2016. Based on changes in the expected intensity of Research Institute for Earth Science and Disaster the possible earthquake whose epicenter would Resilience (NIED) to enable JR East to use the earthquake *Track circuit: A section of rail is used as a part of the electric be directly beneath the Tokyo metropolitan area observation data of the Institute’s S-net, a Seafloor circuit. By short-circuiting the rail using the wheels of the train, the and information on active faults, from FY2018, position of the train can be detected. Observation Network for Earthquakes and Tsunamis we started to work on the expansion of the along the Japan Trench. From Nov. 2017, we have been reinforcement using S-net’s earthquake observation data for the offshore areas and also the of the Boso peninsula (S1) for the Shinkansen Early implementation of Earthquake Detection System. We are currently preparing new measures in for the utilization of earthquake observation data for other order to manage the areas. In comparison to earthquake detection by utilizing potential damage seismometers installed along the seashore, earthquake to each facility and detection using earthquake observation data produced the effects of the ■Installation of NIED’s S-net by seafloor seismographs enables us to shorten detection Land station earthquake on our time by approx. 20 sec. at its fastest. (Partial modification of NIED’s figure) railway lines. Seismic reinforcement of cuttings

36 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 37 ○Prevention of secondary accidents after derailment ○First aid kits to provide first aid to injured ○Formulating action guidelines for evacuation to Furthermore, in FY2018, we conducted drills on During the Niigata Chuetsu Earthquake in Oct. persons avoid tsunamis guiding passengers to alight from trains and escape 2004, one of our Joetsu Shinkansen trains derailed. We installed first aid kits (triangular bandages, To prepare for a case when there is no from a tsunami at tsunami-prone locations, assuming Fortunately, passengers and crew were uninjured. etc.) at each station within 30km of Tokyo. time before the arrival of a tsunami, JR East that there was no time before the arrival of the However, by learning lessons from the earthquake, JR formulated action guidelines for evacuation tsunami. We will continue these drills every year at East has taken preventive measures for Shinkansen during tsunamis for each one of its employees the same time of year. trains and tracks. For Shinkansen trains, we have to follow in January 2012. installed L-shaped car guides on bogies. By guiding the derailed trains along the rail, the L-shaped car Safety guides prevent Shinkansen trains from completely ■Action guidelines for evacuation to avoid tsunamis leaving the track in a derailment. We have also 1. At a time of a large earthquake, be prepared for improved glued insulated joints to reduce the tsunamis. Gather information by yourselves and if impact of wheels and bogie parts in the event First aid kits Rescue and life-saving training communication lines are disconnected, make your of a derailment. Additionally, we completed the own decisions for evacuation. (Do not be afraid to make a mistake.) Tsunami evacuation sign Evacuation route (Hachinohe installation of rail rollover prevention devices to guide (Hachinohe Line) Line) ○General emergency drills 2. Once decided to evacuate, by judging the the wheels along the rails following a derailment, JR East conducts general emergency drills conditions of customers, promptly guide customers thereby preventing a rail rollover and the rails from to prepare for an earthquake during disaster to evacuate.

completely deviating from the track even after a train preparedness week around Sep. 1st, every year. 3. In alighting from trains, evacuating and gathering Society derails and the rail fasteners are broken. The drills include the following: information, ask customers and local people to cooperate. •Drills to operate an on-site disaster Axle center countermeasure headquarters at the Head 4. Even after evacuation, go to a higher place without being satisfied and thinking this would be high L-shaped car Office and each branch office enough. guide L-shaped car •Drills for rescuing, life-saving, guiding guide 5. Stay evacuated with customers and do not return passengers during an evacuation, and initial to field offices or trains while tsunami warnings are firefighting in each district. still issued. Drill to guide passengers to alight from a train during a tsunami Additionally, we participate in disaster drills run by local municipalities. Environment ○Tsunami evacuation navigation system We developed the Tsunami Evacuation Navigation ■Measures for rainfall System to assist train crews in evacuating

L-shaped car guide passengers from unfamiliar places along railway ○Measures for rainfall lines through the use of their tablet devices. To protect tracks from landslides due to rainfall, JR East takes disaster prevention measures for wayside embankments in all railway sections in accordance with its plans. Especially in the Tokyo Before improving glued metropolitan area and for all Shinkansen routes, insulated joints we take thorough measures to secure safe and

General emergency drills stable transport.

■Measures against tsunamis After improving glued Rail rollover ［Countermeasures for rainfall］ insulated joints prevention devices Before the Great East Japan Earthquake, we had set operational restriction methods and tsunami ■Preparing rescue kits and first aid kits danger zones for each location, prepared manuals, In the case of an earthquake directly beneath the and were holding study sessions and conducting Tokyo metropolitan area, many passengers might drills on guiding passengers to de-board trains for be injured and we might need to save the lives of evacuation. We believe that these efforts led to the passengers with the help of a limited number of our prompt evacuation of passengers away from tsunami employees before the arrival of rescuers. For a major danger zones at the time of the earthquake. earthquake, placing top priority on saving the lives of Cutting slope protection (spray Embankment slope protection Tsunami evacuation navigation system the injured, JR East has prepared the following first frame work) (spray frame work) aid kits and is also conducting drills to give personnel necessary first aid skills. ○Improvement of evacuation signs and routes and ○Rescue kits to save injured persons conducting drills for evacuation during tsunamis We installed rescue kits (crowbars, jacks etc.) For railway lines such as the Hachinohe Line, which at each station resumed operations following damage caused by of the five branch tsunamis, we have improved the signs and routes offices in the Tokyo for evacuation from tsunamis. We will also improve metropolitan area. evacuation signs and routes for other railway Natural slope protection (spray frame work) Tsunami evacuation Drill to guide passengers to manual alight from a train for evacuation sections. Rescue kits

38 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 39 ○Operational restrictions for rainfall ○Issuing tentative early restrictions for all lines ○Expanded introduction of the gale warning is close to the ocean where local gusts are For heavy rainfall, JR East ensures the safety For all railway sections of conventional lines system generated. In Dec. 2017, for part of the Uetsu of train operations by introducing operational with operational restrictions for wind, after the JR East has been using gale warning systems on Main Line and Riku-u West Line, we started to restrictions such as limiting train speeds and resumption of operations of the Uetsu Main Line the Keiyō Line since Aug. 2005 and has installed utilize the Doppler radar for train operation suspending operations. Since June 2008, we on January 19th, 2006 we reviewed the criteria the systems in all 296 locations as of the end of restrictions when there are local gusts. have been using effective rainfall values which are for operational restrictions as indicated below. Mar. 2018 on its conventional lines with a gale highly related to landslide disasters due to rainfall. For locations with windbreak fences, we use operational restriction, including the accident Effective rainfall is the amount of underground prior general restrictions. location between Sagoshi and Kita-Amarume of water remaining after changes over time in the Uetsu Main Line. The gale warning system Safety ground penetration and outflow. Since many of Wind speed (meters/sec.) restricts or suspends operations not only when the disasters due to rainfall result from rainwater Restriction type the actual wind speed measured by anemometers General restrictions Early restrictions seeping into the ground, the effective rainfall index exceeds restriction thresholds, but also when the Speed restriction is more appropriate as an operational restriction 25 - 30 20 - 25 projected maximum wind speed exceeds these (max. 25 km/h) index for railways. limits. With this indicator, we can more precisely predict Operation halted 30 - 25 - the occurrence of landslide disasters, thereby ○Utilizing meteorological information to test improving the safety and reliability of our train methods for operational restrictions

operations. Local gusts are meteorological phenomena, Doppler radar Antenna Society ○Installation of windbreak fences and are difficult to observe with conventional ［ The concept of the effective rainfall ］ Since 1991, in order to reduce wind force on observation equipment such as anemometers. Alert emitted trains, we have installed windbreak fences at 29 Through meteorological information such as Cumulonimbus Rainfall Expected route locations as of the end of March 2018. the intensity of rainfall obtained from the Japan clouds 100％ Decreases as of the vortex Meteorological Agency’s radars and Nowcast that time passes Observation by Outflow as The effect supports detection of tornados, and by detecting surface water by rainfall 50％ rain gauge the development of cumulonimbus clouds, we Ground penetration to water in soil Detection of Water in soil developed a method to forecast the occurrence

a vortex Environment of local gusts and to apply that information to Outflow as underground water （Time） our operational restrictions. Every year between Half-life Doppler radar Rainfall period November and the following March, we test the 100％ Decreases as system in six sections of railway lines along the Sea Local gust monitoring time passes of Japan including the Uetsu Main Line between (image) Observation by Outflow as The effect Niitsu and Ugo Honjo. rain gauge surface water by rainfall 50％ to water in soil Ground penetration Uetsu Main Line, between Sagoshi and Kita- Amarume Water in soil ○Introduction of operational restriction methods

Outflow as underground water by evaluating wind force on trains （Time） ［ Display of operational restriction area by The wind force on trains constantly changes. We Half-life utilizing period have been researching the following methods to meteorological information (image) ］ properly evaluate the wind force on our trains and ■Efforts against wind to further improve our operational restrictions to Sakata Caution area【Yellow】 Amarume Predicting the direction of Kiyokawa enhance the safety levels of our operations, while Sakata the clouds incorporating opinions from external experts. Uetsu Main Line train derailment accident Amarume Kiyokawa On December 25th, 2005, a derailment of 1) Further improved wind observation methods the limited express train Inaho No.14 on the Detecting the development of cumulonimbus clouds【Red】 by anemometers Uetsu Main Line between the Sagoshi and Keiyō Line, between Shiomi and Shin-Kiba 2) Calculation methods for rolling stock Kita-Amarume Stations caused the death of windproof stress taking account of track five passengers and injured 31 passengers. conditions and railcar shapes We would like to report on the measures we ○Foundation of Disaster Prevention Research ○Research on a Doppler radar observation have taken since this accident. Laboratory method These two methods have been utilized on JR East founded the Disaster Prevention Doppler radar is an observation system railway lines including the Uetsu Main since Research Laboratory at the Research & that can be used to ascertain the wide-area Dec. 2011. Development Center of the JR East Group in distribution of wind conditions. Jointly with Feb. 2006. The Laboratory undertakes various the Meteorological Research Institute of the research and development activities related to Japan Meteorological Agency, we have been meteorological and terrestrial phenomena. developing a system that can detect a vortex of gusty wind in the air and emit an alarm to stations along the expected direction of the vortex to warn of possible adverse effects on train operations. In FY2017, we installed a higher performance Doppler radar on a hill of State of derailment accident the Shonai Plain in Yamagata Prefecture, which

40 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 41 large-scale improvements in the pipeline, and at 6 Furthermore, JR East is currently working to of the platform. Safety measures at platforms stations on the Keihin Tohoku and Negishi Lines. install an increased number of emergency stop Moreover, to ask customers for their We plan to further increase the number of stations buttons on platforms and dot-Braille blocks that cooperation in preventing accidents, we are To prevent accidents involving customers falling with platform doors and also to accelerate the indicate which direction is away from the edge promoting platform zero accident campaigns. from platforms or coming into contact with trains, speed of installation, and by around the end of we are installing platform doors. FY2033 we plan to have installed platform doors By the beginning of FY2018, we had completed at all the stations on major conventional lines the installation at 24 out of 30 Yamanote Line in the Tokyo metropolitan area (330 stations, Emergency stop buttons ITV for station platforms and concourses CP (color psychology) stations (including Shinagawa New Station including 32 stations to be completed by the end on platforms lines Safety (provisional name)), excluding stations that have of FY2018).

［Platform door installations to be completed by around the end of FY2033 (330 stations)］ Conventional ITV High resolution ITV Kawagoe Omiya By installing monitoring cameras on station platforms and in Painting the ends of platforms concourses, we continue our efforts to improve safety on platforms red or orange to create CP lines and strengthen security in station premises. Additionally, at some By pushing an emergency stop promotes awareness among Utsunomiya, Takasaki, stations, we have installed high resolution ITVs for more vivid monitor button installed on platform railway users and also improves Tohoku Freight Lines (9 stations) images. pillars, people on platforms can visibility for station staff and train Society notify drivers, conductors, and conductors. JR East had introduced Toride station staffs of danger. CP lines to test their effectiveness Musashino Line Musashi-Urawa Minami-Urawa (26 stations) at 15 stations as of the end of Mar. 2017. Keihin-Tohoku Line (36 stations) Joban Rapid Line Saikyo and Kawagoe Lines (10 stations) (20 stations) Akabane

Shim-Matsudo Joban Local Line Ome Line (13 stations) (6 stations) Oku Environment Nishi-Kokubunji

Haijima Tabata Tachikawa Ikebukuro Nishi-Funabashi

Nippori Kinshicho Hachioji Shinjuku Chuo, Sobu Local Line Sobu Rapid Line Platform doors Dot-Braille blocks that indicate Fall detection mat (39 stations) (11 stations) Takao which direction is away from Chuo Rapid Line Chiba the edge of the platform A mat placed on (24 stations) the tracks along The inner line Fuchu-Hommachi the platform Yamanote Freight Line Tokyo of the blocks is detects whether Nambu Line (5 stations) trimmed with lined a person has (26 stations) bumps so that fallen onto visually challenged the tracks and Yamanote Line Keiyo Line Soga customers can tell Yokohama Line (30 stations) notifies incoming (17 stations) which side is away (19 stations) trains to stop. To improve visibility, glass is used for from the edge of platform doors. the platform.

Shinagawa Narita Airport Terminal 2 Musashi-Kosugi Airport Station Yokosuka Line (13 stations) ○About the trial introduction of new-type platform Hiratsuka Ofuna Yokohama doors Functions to detect persons or objects Kawasaki On a trial basis, we are introducing smart stuck between railcar doors Higashi-Kanagawa Tokaido Line Trial introduction stations (2 stations): platform doors with wider openings, at lower 209 Series and later railcars are equipped with a (11 stations) Machida station (Yokohama Line), function to weaken the closing power of doors when Haijima station (Hachiko Line) costs and a shorter construction period at the system detects that the bodies of customers or Negishi Line their belongings are stuck between train doors. For the Zushi Machida Station on the Yokohama Line. (11 stations) rubber part of the door, from the floor to 30cm height, hard rubber is used so that the system can detect objects such as strollers.

*No. of stations is counted by line, e.g., Tokyo Station is counted as 6 stations for 6 lines: Chuo Rapid Line, Yamanote Line, Keihin-Tohoku Line, Tokaido Line, Yokosuka and Sobu Line [Rapid Service], and Keiyo Line

Smart platform door®

42 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 43 ○Obstacle detectors ○Increasing visibility of level crossing alarm system ○Separating level crossings for pedestrians and Measures to prevent level crossing accidents The detectors notify trains of danger by and standardization of display for automobiles detecting a stalled automobile or an obstacle We are improving the visibility of all level crossing As safety measures at level crossings, in cooperation on a level crossing. emergency buttons so that pedestrians and drivers with local communities, JR East is working on the Currently, we are developing a highly-functional can immediately push the emergency button elimination of level crossings with the introduction of three-dimensional laser radar obstacle detector in case of an emergency on a level crossing. By to expand the detection range. grade-separated crossings, thereby integrating and using high-luminance reflective panels, furigana for reducing the number of level crossings. Chinese characters, an English-language sign, and a To further improve our safety measures, we are ［ No. of locations with obstacle detectors ］ pictograph, we will make it easier for children and Safety

further increasing the installation of large obstacle 3,000 2,822 people from abroad to use the emergency buttons. detectors and level crossing alarm systems. Additionally, as a measure to improve visibility at level crossings, we are installing crossing warning devices

in a higher position for better visibility. 2,000 In cooperation with road administrators, we are Additionally, based on the Act on Promotion of increasing the width of level crossings and separating Railway Crossings revised in April 2016, for level crossings for pedestrians from those and for automobiles. crossings requiring improvement, depending on the

situation at each level crossing, we will take measures Society 1,000 Before After such as introducing overhead crossings instead of ○Efforts in snowfall areas level crossings, and increasing the width of crossings. Where necessary, we will also apply colored paint to 235 ○Measures to improve visibility at level crossings level crossings and overhead pedestrian bridges. JR East implements various measures to improve 0 Moreover, we are promoting level crossing zero '88 '14 '15 '16 '17 '18 visibility at level crossings for pedestrians and accident campaigns to ask for the cooperation of （Fiscal） automobile drivers. pedestrians and automobile drivers in accident prevention at level crossings. Three-dimensional laser radar obstacle

detection method (large obstacle detector) ［A crossing warning device located in a higher Environment Based on three-dimensional data measured by position for better visibility］ laser beams, the system detects obstacles in monitoring areas. ［ Changes to the number of level crossings (as of We utilize road heating for level crossings with heavy April every year)］ traffic in snowfall areas. ○Level crossing alarm system 9,000 Class 4: Without alarms and crossing gates Automobile drivers or pedestrians can notify Class 3: With alarms 8,358 trains of dangers by using the system when they ○Measures to prevent accidents at Class 4 rail Class 1: With alarms and crossing gates 8,000 are stuck on level crossings. crossings without crossing gates and alarms For Class 4 level crossings that do not have crossing gates or alarms, in cooperation with 7,000 6,841 neighboring communities, we are either closing 377 ［ No. of locations with level crossing alarm systems ］ them or upgrading them to Class 1 crossings by installing crossing gates and alarms. Additionally, 198 5,000 6,000 to prevent accidents at level crossings, we are 4,724 By installing alarms in a higher position, level crossings taking measures such as installing solar-powered become more visible to pedestrians and drivers. illuminated signs or whistling signs to alert 4,500 5,000 pedestrians to approaching trains. 6,266 ［Omnidirectional warning light］

4,000 4,000 3,868

0 '88 '15 '16 '17 '18 '19 3,500 （Fiscal）

○Efforts to abolish level crossings 0 '01 '14 '15 '16 '17 '18 ［No. of level crossings abolished due to measures （Fiscal） such as the introduction of grade-separated crossings (excluding those transferred to semi-public sectors)］

FY 2013 2014 2015 2016 2017

No. of abolished The warning light can be seen 12 37 17 37 20 level from all directions. Class 4 level crossing crossings Level crossing alarm system

44 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 45 2018, we will continue our efforts to ensure that Current state of employee accidents Current safety record of JR East safety systems and rules are clearly defined and complied with across the entire JR East Group In FY2018, one lives were lost due to fatal in our aim to achieve zero passenger accidents accidents, and 196 accidents resulted in lost work Railway accidents Train accidents Train collisions, derailments, and train fire involving injury or fatality, and zero employee Accidents at time. Accordingly, as set out in Group Safety Plan fatalities for both Group and Partner companies. People or automobiles being hit by trains rail crossings In FY2018, JR East recorded 160 railway accidents, Fatalities or People killed or injured by train operation a reduction of nearly 50% since the company’s injuries excluding suicide ［ Status of accident fatalities *Employees of Group companies, etc. include those of consolidated

subsidiaries and partner companies with close relationships with JR East. Safety Physical (*Employees of JR East and Group companies, etc.) ］ foundation. Approximately 70 percent of the total Accidents causing more than 5 million yen damage to damage to property by train operation number of accidents involved an injury or fatality. property （persons） 10（persons） ■Man-vehicle collision ■Electrocution ■Falling from a height ■Impact shock ■Tumbling and falling 10 ［ Occurrences of railway accidents ］ *From the third quarter of FY2014, incidents which could not be determined to be a ■■Man-vehicleTraffic accident collision ■■Crushing Electrocution■Pinched ■Falling■ fromNatural a height disasters■Impact shock ■Tumbling and falling suicide are involved in accidents at rail crossings or fatalities or injuries. 8 ■Traffic accident ■Crushing ■Pinched ■Natural disasters (No. of cases) （persons）8 400 376 10 ■Man-vehicle collision ■Electrocution ■Falling from a height ■Impact shock ■Tumbling and falling 124 Physical damage to property 6 6 ■Traffic accident ■Crushing ■Pinched ■Natural disasters Fatalities or injuries 5 5 300 8 5 5 Accidents at rail crossings 4 4 4 Society Train accidents 4 4 4 247 4 4 3 200 6 3 160 5 5 2 2 2 2 118 2 2 4 4 4 100 4 1 1 1 1 3 42 5 0 0 2 2 2 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 （fiscal） 0 '14'13'12'11'10'09'08'07'06'05'04'03'02'01'00'99'98'97'96'95'94'93'92'91'90'89'88 '15 '16 '17 '18 (Fiscal) '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 （fiscal） 1 1

0 ［ Accidents with lost work time and fatality (JR East employees) ］ （fiscal） ■Train accidents Transport disorders '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 Environment JR East recorded zero train accidents in FY2017. （persons） （persons） （Cause） JR East recorded 1,359 cases of transport disorder （persons）120 120 （persons） （Cause） ■Accidents at rail crossings in FY2018. 120 120 100 100 JR East recorded 39 accidents at road crossings （persons） （persons） （Cause） 100120 120 100 Apart from railway accidents, transport 81 81 in FY2017. The accidents were caused by 80 80 74 disorders means train service cancellations 74 71 71 automobiles stalling on the tracks (9 cases), 81 81 Transport due to failures of trains or facilities, 10080 100 80 74 74 71 disorders mishandling by employees, or disasters, or 60 71 60 pedestrians/automobiles crossing the track 81 81 delays to passenger trains for over 30 min. 80 74 80 74 immediately prior to the passing of trains (29 or other trains for over 1 hour. 60 71 60 71 cases), and others (1 case). 40 40 60 60 4020 20 40 ■Fatalities or injuries Natural phenomena such as powerful 40 40 storms, heavy rainfall, heavy snowfall, JR East recorded 138 accidents involving injury or Disaster flooding, high tides, earthquakes, tsunamis, 200 0 20 '16 '17 '18 （fiscal） '16 '17 '18 （fiscal） fatality in FY2017. A total of 77 of these accidents etc. 20 20 related to customers on platforms or trespassers 0 ■Serious injury ■Minor injury ■3 major labor accidents ■3 0major labor accidents ■Falling ■Traffic accident External factors such as trespassing or ■Crushing or impact shock ■Twisted or toppled ■Pinched External factors 0 '16 3 major labor '17accidents are man-train'18 （fiscal） 0 '16 '17 '18 （fiscal） on tracks coming into contact with trains, and suicide '16 collisions, electrification,'17 and falling.'18 （fiscal） ■Assault '16■Others '17 '18 （fiscal） customers falling onto the tracks from platforms. ■Serious injury ■Minor injury ■3 major labor accidents ■3 major labor accidents ■Falling ■Traffic accident Internal factors such as those related to ■Serious injury ■Minor injury ■3 major labor accidents ■3 major labor accidents （Cause）■Falling ■Traffic accident Approximately 60% of these involved intoxicated Internal factors （persons） （persons） ■Crushing or impact shock ■Twisted or toppled ■Pinched crews, trains, or facilities ■Crushing or impact shock ■Twisted or toppled ■Pinched 140 133 140 ■Assault ■Others133 customers. ［ Accidents with lost work time and fatality (employees of■Assault Group■Others companies, etc.) ］

（persons）120 116 120 （persons） （Cause） 116 （persons） （persons） （Cause） ■Physical damage to property 105 133 105 ［ No. of transport disorders ］ 140140 133 140 140 133 133 JR East recorded zero accidents involving physical 100 100 116116 116 damage to property in FY2017. (No. of cases) Disaster 120120 120 120 116 2,000 External factors 80 105 80 105 105 Internal factors 100100 100 100 60 60 1,500 1,385 Incidents 1,318 1,307 1,359 1,253 80 80 376 80 80 355 257 300 382 40 40 1,000 JR East recorded four incidents in FY2017: 2 failures 60 60 to close level crossings, 1 failure with signals, and 1 592 587 603 673 660 6020 20 60 500 failure in maintenance work. 40 40 417 376 393 334 317 400 0 40 '16 '17 '18 （fiscal） '16 '17 '18 （fiscal） 0 20 20 '14 '15 '16 '17 '18 （Fiscal） "Incidents" mean situations that could lead （Preliminary figures） 20 ■Fatality ■3 major labor accidents ■203 major labor accidents ■Falling to a railway accident. The definitions of ■Serious injury ■Minor injury ■Traffic accident ■Crushing or impact shock *No. reported to each District Transport Bureau 0 0 *Incidents incidents are stipulated by the rules and '16 '17 '18 （fiscal） ■Twisted'16 or toppled ■Pinched'17 '18 （fiscal） regulations for railway accidents that require 0 ■Assault 0 ■Others reporting. ■Fatality '16■3 major labor accidents'17 '18 （fiscal） ■3 major labor accidents '16 ■Falling '17 '18 （fiscal） ■Serious injury ■Minor injury ■Traffic accident ■Crushing or impact shock ■Fatality ■3 major labor accidents ■Twisted■ 3or major toppled labor■Pinched accidents ■Falling ■Serious injury ■Minor injury ■Assault ■Traffic■Others accident ■Crushing or impact shock ■Twisted or toppled ■Pinched ■Assault ■Others

46 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 47 Cooperation with customers and Relationship with communities to ensure safety Passengers Medium-term Vision for To ensure the safe use of stations and trains, ○Level crossing zero accident campaigns Service Quality Reforms 2020 we are implementing various measures We ask our customers and neighboring so that our customers and people in communities for cooperation in the safe use Since designating 2011 as the baseline year for service quality reforms, we have been working to improve our communities can press emergency stop of level crossings, through awareness increase Safety buttons when they sense danger. activities with local police stations and by posting service quality by implementing a variety of measures, campaign posters at stations and showing TV and and in FY2019, we announced our new“Medium- radio commercials. term Vision for Service Quality Reforms 2020.” This ○Platform zero accident campaign document outlines our vision for accelerating and We are conducting further developing the initiatives we have implemented platform zero accident to date, with the aim of being number one for campaigns to alert passenger satisfaction in the Japanese railway industry. customers to avoid ・Preventing transport disruption

coming into contact We will resolutely strive to prevent transport Society with trains or falling disruptions from every aspect. ・Minimizing effects of disruptions on passengers onto tracks at During the campaigns, we In cooperation with local platforms. Additionally, post campaign posters police stations, we visit local We will respond flexibly through actions such as and distribute pocketable elementary schools near Class the campaigns aim tissue packs with campaign 4 level crossings, which do not turning trains back and promptly resuming train to ask customers to information at stations. have crossing gates or alarms, for operations. educational activities. push emergency stop ・Provision of information during emergencies buttons when they ○Utilization of simulators for platforms and level In order to help passengers decide on their next step, sense danger. crossings we will communicate information without delay during

Platform zero accident campaign We are offering opportunities for our customers to emergencies. Environment try pushing emergency stop buttons that can be ・Realizing railway services passengers can use ○Campaign to found on platforms and at level crossings. Platform comfortably prevent dashing onto simulators are located at stations and local events, We will provide stations, railcars, and services that live a departing train while level crossing simulators are located at Society up to passenger expectations of JR East. 26 railway companies driving license centers, etc. so that people can try ・Providing impressive passenger service are jointly implementing pushing the button and see how it works. We will offer services that inspire passengers to use a campaign to prevent our group again. dashing onto a departing train to raise awareness among passengers that it is Confirm grasp of issues and effects dangerous, and asking of measures implemented through passenger satisfaction surveys them to push an emergency train stop CONTENTS button when they We conduct passenger satisfaction surveys via our Campaign to prevent dashing JR East Passenger Questionnaires to enable us to notice danger. onto a departing train Relationship with Passengers…49 gain an understanding of how passengers evaluate Platform simulator Level crossing simulator Relationship with Society…62 our services that we cannot get simply through Relationship with Employees…73 passenger feedback and to quantitatively check levels of passenger satisfaction. Based on the survey results, we are addressing various measures while making it a rule to pick up such matters as the“stability of transportation” and“provision of Level crossing safety lecture information to passengers during transportation service disruptions” as issues we should most urgently address. Assistant Manager, Suigun Line Operations Office, Mito Branch Office

To prevent level crossing accidents involving children, since 2016 alarm is activated and not we have been visiting elementary schools near level crossings and to play near railway tracks, offering level crossing safety lectures. so that they will use level At a level crossing safety lecture, to show the children how to crossings safely. push an emergency train stop button in an emergency, we have We will continue our visits to elementary schools, kindergartens, them push an emergency button of a replica of a level crossing. and nursing homes near level crossings so that we can prevent Additionally, we teach them not to cross a level crossing when an level crossing accidents in coalition with local communities.

48 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 49 Provide reliable transportation services with more accurate information by having the Providing services tailored to people can live safely and comfortably with peace anticipated time at which operations should passengers’ situations of mind, we are promoting the campaign by asking resume announced at an early point when not only our own employees but also employees We are implementing various measures to improve operations and suspended, and giving subsequent ■Efforts to improve passenger service of other group companies and even passengers transport quality by striving to prevent transport updates depending on the situation. We prepared a "Green Handbook," establishing using our services to greet others. disruptions and by stepping up early resumption In addition, as tools for providing transport the basics of passenger service, in 1987 and We are currently aiming to expand the campaign of operations after transport disruptions, as information, we have installed“service disruption started distributing it to all employees. We by working with other railway business operators well as preventing disruptions impacting on information displays” which are installed at 304 have been utilizing it while making repeated and developing activities in collaboration with the connecting lines, in order to minimize the impact stations as of the end of March 2018. We also revisions to inconporate changes to improve our Tokyo Chamber of Commerce and Industry. Safety on passengers. provide information through various media, such passenger service since then. as onboard liquid crystal displays and directly to In March 2016, we replaced the former six ■Preventing transport disruptions passengers' cellphones. important passenger service terms with By paying careful attention to the causes of In addition, on our website, we provide information "hospitality terms" to further determine the disruptions that occurred in the past, we strive to on service suspensions of conventional line limited needs of each passenger. prevent similar types of disruption occurring again. express trains, etc. and distribute delay certificates Specifically, we are moving forward with initiatives on major lines in the Tokyo metropolitan area. to upgrade facilities, install more durable facilities,

and reduce the variety of facilities while continuing Society to implement measures such as the introduction of railcars with increased reliability through the duplication of major equipment, expanded installation of track switches with next-generation designs to make equipment failure less likely, and simplification and integration of electric facilities. "Assistance Campaign ■Prompt resumption of train operations after Information display during transport disruptions and Support" poster

transport disruptions and minimization of the Environment effects of disruptions to other sections Cover and contents example A poster of words for For early resumption of operations, we maintain ■Timely Information Provision through of Green Handbook expressing hospitality ■Acquisition of Service Assistance certification efforts to enhance our post-disruption response Smartphones We have encouraged our employees to qualify abilities by such measures as drills to deal with In order to provide timely information to meet themselves for Care-Fitter certification to acquire accidents resulting in casualties and rescuing individual passenger needs, we released the ■Assistance Campaign and Support hospitality mindset and assistance skills, and passengers. Notably, concerning accidents resulting smartphone app "JR EAST APP" in March 2014. "JR We have a campaign in which we personally greet approximately 13,000 employees in total from all in casualties, cooperation with police and fire EAST APP" allows passengers to view information all passengers in need, including those passengers job category groups were certified. In addition to services is important and we implement drills, etc. on train operations of not only JR East's trains with disabilities and elderly passengers, to make acquisition of new qualifications by employees, we for employees jointly with police and fire services but also of 15, other companies, including private sure that they can use our stations and other are also endeavoring to brush up their knowledge on a regular basis. In addition, we try to turn trains railway companies. In addition to the above facilities safely and with a sense of security. and technology. The qualified employees wear a back before they enter a disrupted section or services, we launched "JR-EAST Train Info," an In order to foster the momentum for supporting "Care-Fitter" name tag so that passengers will be operate on other routes wherever possible in an English version of the JR EAST APP which is based one another and to create a society where all able to recognize them easily. effort to minimize the impact on passengers. on the JR EAST APP and delivers information on When a disruption has occurred, each worksite operating status of individual trains, maps of major involved reflects on how it was dealt with, learns stations and such in English, in March 2015. the lessons from this, and uses the knowledge Furthermore, for smartphones, we instituted "JR to study and implement measures to prevent East Train Operation Information Push Notification," recurrences, a service for notifying information on our train which are operations. In addition, we provide "Doko-Train," Assistance Campaign and Support Initiative then widely a train operation information service that enables

disseminated passengers to confirm the operating status of Assistant Manager the Tokyo Station City Operation PT, Planning Office, General Affairs Division, Tokyo Branch Office in-house to individual trains on their own. raise the As part of the Tokyo Station City Operation Committee, I work Understanding and with other employees of Group companies who are working Putting into Practice level of each at stations to create a comfortable environment in Tokyo through Experience, and every Station. In 2015, the committee began an initiative to increase which helped employee. the number of personnel with Care-Fitter certification. To date, employees—including 64 people have obtained the certification and are using their myself—to increase their level of knowledge. Rescue drill new skills to assist passengers. Going forward, I will keep striving along with my colleagues In addition, following on from the seminars and passenger to think of new mechanisms that enable us to provide Enhance information provision during awareness activities that we implemented as part of our passengers with support in a more confident manner and transportation service disruptions Assistance and Support Enhancement Campaign last year, create an environment that ensures they feel comfortable this year we held an Assistance and Support Seminar: every time they visit Tokyo Station. ■Information Enhancement For better information provision in an emergency, JR East is taking steps to provide passengers JR EAST APP JR-EAST Train Info

50 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 51 Realizing railway services that posters and handing out free pocket tissues that ■Crime and terrorism countermeasures the line and which railcars tend to become especially passengers can use confidently and call for the safe and proper use of escalators. In preparation for the Tokyo 2020 Olympic and congested, using posters at stations and the JR East comfortably Paralympic Games, improvement of railway security app. is a major issue of our Company to ensure that ■Barrier-free Stations passengers feel safe and confident when using our ■Real-time visualization of the status of JR East has been working with local governments services. As one of the measures, we are installing conventional railway lines and other entities to install elevators at stations in security cameras in key facilities, including stations We have developed a system that visualizes accordance with the“new barrier-free law (Act on (ticket gate areas, escalators, stairs, platforms, overall train conditions, including congestion, by Promotion of Smooth Transportation, etc. of Elderly etc.) and onboard trains (in cars and deck areas). indicating data for each train pertaining to its Safety Persons, Disabled Persons, etc.)"As of the end of As for the trains, we expect that installation of location, delays and number of passengers and March 2018 we had completed the installation of security cameras will have been completed for all overlaying the data on the map of regional railway elevators in 544 stations. Shinkansen trains and conventional lines in the Tokyo lines. It was introduced in April 2017. This would metropolitan area, with the exception of certain lead to achieving higher quality in transportation ■Barrier-free Railcars railcars scheduled for retirement. Furthermore, we services, as passengers can plan more accurately We have introduced the universal design E233 will endeavor to ensure a rapid response to any by being as they will be able to consider the series railcars, in which the height of luggage event through centralized management of information impact of congestion in trains and delays. racks and hand straps at the ends of railcars was necessary for security, including footage of security As an additional

changed, location of priority seats was clarified cameras installed in railway facilities, and in close function for this Society

and information indicators for displaying operation "Escalator Safety" campaign poster collaboration with police and other related parties. system, we are information in texts were installed, sequentially, In addition, SOS buttons that passengers can use currently researching on the Chuo Rapid, Saikyo, Yokohama, Nanbu and to alert train crews when they sense danger are the visualization other Lines. Furthermore, E235 series trains, which ■Creating an environment where passengers with installed in cars as a measure against violence on of congestion Visualization system for started operation on the Yamanote Line in 2015, baby strollers can use our services safely trains. We will also newly install protective items conditions within congestion on conventional now have priority seats in each railcar as well as To increase safety for passengers with baby including shields on Shinkansen trains and providings stations. railway lines (an image) free space in all railcars that can be used more strollers who use our stations and trains, we more first aid kits. In addition, we are implementing safely by wheelchair users and baby stroller users, have been working to improve the response of scenario-based training with the help of the police ■Improvement of onboard service earling there was a space for wheelchair users only railcar doors in the event that baby stroller frames and other parties to deal with suspicious individuals As part of improvement of onboard service, in Environment in the front railcar. and other devices are caught by the doors. In in order to improve response capabilities of train addition to liquid crystal display (LCD) on trains in Spacious toilet rooms capable of accommodating addition, we carried out a campaign organized crews. the Tokyo metropolitan area showing guides and advanced electric wheelchairs with improved by the "Council for Use of Baby Strollers on We are also implementing drills on such as measures advertisements, LED displays in full color installed handles have been introduced on new Narita Public Transportation, etc.," which was formed against terrorists, explosive ordnance disposals, in new railcars for limited express trains and Express railcars (E259 series and after) and new by the Ministry of Land, Infrastructure, Transport helping injured persons (triage, etc.) on an ongoing Shinkansen lines are showing newscasts as well as Shinkansen train railcars (E5 series and after). and Tourism, transport operators including our basis in cooperation with police, fire services, etc. destinations and other transport information. company, baby stroller manufacturers and others, In addition, on Narita Express, Hitachi and Tokiwa to urge passengers with baby strollers to be ■Measures against Female Molestation trains, passengers can connect to the Internet careful, as well as asking passengers with baby In addition to adding women-only cars during using WiMAX and Wi-Fi. We have also launched strollers and other passengers to give way to certain hours in various railway sections in the Tokyo free public wireless LAN services for passengers each other when boarding trains. In FY2015, we metropolitan area, and with the aim of enabling onboard the Shinkansen, and sequentially posted baby stroller signs, which were selected female passengers to travel stress-free, we have expanding target trains for the service. We will by the council, in the spaces for wheelchair users been continuously installing SOS buttons on all begin introducing the service on Super Azusa on local trains, to create an environment where railcars that women can use to alert train crews if limited express trains on the Chuo Line in order baby stroller users can safely use our services. they are improperly touched or otherwise molested. to better meet the needs of overseas visitors to In addition, we have baby rooms installed at 49 Furthermore, in cooperation with police and other Japan on a continuing basis. stations as of the end of March 2018. railway operators we are actively conducting a Furthermore, we are proceeding with the campaign to eliminate on-train molestation and have installation of power outlets on Shinkansen and significantly increased security surveillance on trains conventional line limited express trains. and in stations. Free space on E235 series

■Measures to reduce congestion in the morning ■Escalator Safety Measures commuter rush hours To prevent injuries to passengers on escalators, For reducing congestion during the morning we are carrying out safety enhancements, including commuter rush hour, we have taken measures such measures that will prevent sandals from getting as increasing train services and adopting railcars with caught, prevent falls during emergency stops, and widened passenger space. In conjunction with this, prevent steps from descending when escalators we are also working on measures aimed at dispersing stop. In addition, we are also working together passengers to different trains and promoting the shift with other railway companies, retailers and other of commuting to outside of peak hours. As congestion facilities to carry out campaigns in an effort to draw Baby stroller sign is a major cause of delayed trains during the morning the attention of passengers through such means as commuter rush hour, we will continue seeking to reduce congestion by informing passengers about E235 series digital signage which trains become crowded in certain sections of

52 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 53 ■Improvements in Station Toilets searching for and providing information about Increase mutual communication with the Passenger Comments Committee comprised of In order to dispel the image of station toilets missing items by managing this information using a passenger feedback as the starting point concerned executive officers, which considers the as dark, dirty, and malodorous and to enable centralized, searchable database and setting up a possible implementation of improvement measures passengers to be able to use them comfortably, dedicated lost and found customer support center. ■Constant attention to passenger comments based on collected passenger comments. Through since its establishment JR East has been steadily The starting point of enhancing the service quality this system, we are constantly striving for the upgrading its toilet facilities. ■Development of rolling stock manufacturing at JR East is the passenger comments. To constantly attainment of improved passenger services. Measures taken include changings to western-style business improve our services, it is most important for us to toilets, improved ventilation and the use of larger listen carefully to passenger comments, including their In October 1994, the Niitsu Rolling Stock Plant was ［Case of improvement based on passenger floor tiles. The upgrading also includes water- established and has been mainly manufacturing interests and complaints, and then promptly respond comments ］ Safety saving type toilets and automatic faucets in the commuting and suburban type railcars for use in to their requests through service improvements. washbasins to reduce water consumption. the metropolitan area, for the purpose of acquiring JR East is endeavoring to collect passenger During the fiscal year ended March 2018, we know-how as well as enhancing technical capability. comments on a daily basis including those which renovated the toilets in 22 more stations, as a way In April 2012, in order to establish the rolling stock are received by each of our employees directly from to increase passenger comfort and satisfaction. manufacturing business as the“Fourth pillar for passengers but also those posted on the Internet, management” of JR East, Japan Transport Engineering those given over the telephone, and those which Company (former Tokyu Car Corporation) which can be collected by utilizing various other tools. manufactured Japan’s first stainless steel railcar, Such passenger comments amount to approximately

joined our company. Furthermore, in April 2014, 400,000 cases annually and all of these comments Society Japan Transport Engineering Company succeeded to are quickly shared and analyzed via a companywide the business of Niitsu Rolling Stock Plant. basis database system, New Green Information Japan Transport Engineering Corporation has System, and form the core of our improvements. We been offering not only rail cars for commuting and believe that each and every individual passenger suburban use, but also a wide range of products comment contributes to the core of improved having high quality and high added value, including passenger satisfaction. limited-express E353-series, Hokuriku Shinkansen E7- Passenger comments are considered at various levels Toilet in Hachioji Station series, TRAIN SUITE SHIKI-SHIMA and other railcars. within the company. While actions of improvement

Among those railcars, we have been focusing on the are taken as much as possible for the passenger Environment ■System to respond to inquiries stainless-steel“sustina” cars which are the company’s comments received, if action is difficult to take at JR East Center for Inquiries receives questions from main product making the use of strength of stainless- that level, then the comments are passed on to passengers through telephone. steel.“Sustina” aims to reduce the manufacturing In order to quickly and correctly respond to the cost by mass production on a common platform ［ Itemized breakdown of the Passenger comments in FY2018 ］ passengers’ inquiries, the Center is addressing (specifications of car body structure and equipment measures to introduce the work supporting system systems made common and consolidated) as well Passenger service 23,129 Passenger opinions utilizing AI and to improve the function of the as reducing lifecycle costs by leveraging the JR East (Total 403,964) Railway facilities3,483 Card business 4,212 system for controlling lost and found objects as Group’s expertise to lower maintenance costs. Transport disruptions Train schedules 34,389 18,617 well as to enhance the quality of responses by regularly implementing the monitoring evaluation Routine work Facilities Products of calls and responses. 122,558 51,261 and systems 60,067

■System for handling lost property Railway cars 17,710 Management and others JR East collects more than 2.2 million lost items 25,187 Train crew 15,346 annually, and the number is growing every year. IT・Suica 17,985 Life-style services 20,626 With the aim of promptly returning lost property 0 100,000 200,000 300,000 400,000 500,000 to the original owner, we are striving to facilitate (number) *The chart shows the number of comments on each subject. Some passengers commented on more than one subject. "sustina" stainless-steel railcars

［Systematic improvements based on passenger comments ］

Developing Sustina and Expanding Sales Channels Passenger

Tweet Awareness of Phone IT Opinion service issues Group Leader of Train Body Design Group, Technology Department, Technology Division, Japan Transport Engineering Company Front-line employees Feedback Internet Implementation Service improvement and quality (including those of Group companies) of measures Since developing and manufacturing the E235 series in 2015, Going forward, we Center SNS the Japan Transport Engineering Company has provided intend to further develop Service meeting within workplaces including Utilization of database a lineup of“sustina series” products that incorporate the sustina cars using the stations, sections of crew members, stores, service offices, etc. (search/analysis) essence of the E235 into the train body or equipment new design method that Can be improved Cannot be improved configuration. incorporates a common platform concept and enables us to Branch Offices, Group company We have now expanded our sales channels to include various flexibly accommodate operators’ different needs with regard branch offices, and branches Passenger Service Improvement New Green Information System public and private railway operators besides JR East, and in to the number of doors, car length, and so forth, and we will Committee in Branch Offices (collection/ analysis of feedback) FY2018, we have sequentially delivered sustina cars for major strive to provide rolling stock that is both more comfortable Can be improved Cannot be improved public and private rail companies in the Tokyo metropolitan for the passengers who ride it and highly cost-efficient from Head Office and Group company Head Office area, with mass production anticipated in the near future. the perspective of the railway companies who introduced it. Head Office Service and Stability Enhancement Committee Can be improved

54 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 55 ■Utilization of various channels Through the JR East Official Facebook page IT and Suica Business for certain standard non-reserved Shinkansen seats In order to ascertain our passengers’ needs, JR launched in May 2012 and JR East Official Twitter within the JR East network. This provides passengers East considers it necessary not simply to receive account launched in April 2015, we proactively ■Suica as an IC ticket with rapid, ticketless access to Shinkansen trains. feedback directly from passengers but also to provide information to the public, including details The Suica service was launched at 424 stations in The number of stations where Suica can be used, actively and widely collect and analyze passenger about various measures we have implemented and the Tokyo metropolitan area in November 2001. including stations of railway companies accepting comments. publicity campaign-related notifications, with the In March 2013, ten public transportation IC cards interchangeable use, is approximately 4,900 across Therefore, we are also striving to comprehend their aim of engaging in two-way communication with used throughout the country, including Suica, the nation as of April 1, 2018. potential opinions that are transmitted through passengers. were made interchangeable. Usage of Suica was 【Number of Suica cards issued】 Approx. 69.42 million social media. Furthermore, in 2013, we began Projects for expanded further in March 2016, when it was made 【Number of Mobile Suica users】 Approx. 5.54 million Safety Improving Service Quality, which provides interchangeable in the Sendai region with the“icsca” 【Number of uses in March 2018】 Approx. 172.88 million information about initiatives, policies, and solutions IC card issued by the Sendai City Transportation 【Number of uses per day (record-high)】 Bureau. A new service, Touch and Go Shinkansen, (recorded on August 3, 2018) Approx. 7.838 million designed to improve our service quality. 【Number of shops accepting Suica】 Approx. 476,300 We not only provide information on our entire was launched in April 2018 that makes it possible 【Number of locations accepting Suica (number of terminals)】 company related to the enhancement of our to use Suica and other public transport IC cards Approx. 894,990 service quality through posters, videos and other (As of the end of March 2018 unless otherwise specified) media, but also introduce example cases of 【Interchangeable Use of IC Cards Area】 improved service quality at each workplace based JR EAST Official Facebook Niigata Area Sendai Area Metropolitan Area odeca area Hokkaido Area on passenger comments. Society

Kesennuma Line Sapporo City Niigata Kotsu Sendai City Pasmo JR Hokkaido Transportation and Ofunato Transportation Improvement of service quality pursued by Bureau, etc. Line BRT Bureau the entire Group working as a single team etc. * Limited to (SQ Network) IC March 23, IC Sendai Area; IC ticket; March 18, IC March 14, IC ticket; March 14, IC June 22, ticket 2013 ‒ ticket March 26, electronic 2007 ‒ ticket 2015 ‒ electronic 2009 ‒ ticket 2013 ‒ 2016 ‒ money money To rapidly promote improvements in the quality ICAS nimoca area Kitaca area Sapporo Suica of our services by reflecting passenger comments IC ticket; area JR Kyushu Tokai Area

electronic (SAPICA area) Environment

JR East Official Twitter account deemed as the starting point as the JR East Group, Kyushu Area money Nagoya Railroad, Niigata Suica area Nagoya City our Company and group companies closely IC ticket; March 23, 2013 ‒ electronic Transportation involved in transport service established the SQ money Bureau, etc. Nishi-Nippon IC ticket odeca area Railroad, etc. March 13, Electronic (Service Quality) Network in 2011. 2010 ‒ money Sendai Suica area ICOCA area The SQ Network holds meetings of representatives March29, 2008 ‒ JR Tokai icsca area March13, 2010 ‒ of JR East and group companies in the frontlines nimoca area Fukuoka City August 1, IC ticket 2004 ‒ March 23, Hayakaken area Suica & PASMO Transportation IC ticket of operating fields such as stations, branch Electronic March 18, 2013 ‒ area Bureau money 2008 ‒ offices and the head office, to share passengers' manaca area comments and devise solutions and improvements Legend TOICA area ： Interchangeable use PiTaPa area through teamwork, which goes beyond individual ： Use of Suica card only JR-West Surutto KANSAI departments or group companies. In this way, the SUGOCA As of April 1, 2018 JR East Group as a whole can dedicate itself to Kinki, Okayama, Hiroshima, area Kagawa and Toyama areas enhancing passengers' satisfaction. Projects for Improving Poster of example ■Suica as Electronic Money We are also working on initiatives that will lead Service Quality (Crew cases of improvement Members Version) at each workplace The electronic money service enabling Suica to be to enhanced passenger service, such as using used for shopping was launched in March 2004. information obtained from Suica and View cards Thanks to the speed of the payment process and to improve the convenience of our railway and life- the convenience of not requiring small change, it style businesses. has been adopted by many passengers, and the number of places where Suica can be used as Improvement Activities Inspired by Passenger Comments electronic money has been increased to include shops not just inside but also outside stations. It may be used in major convenience stores, major Nagano Station Staff, Nagano Branch Office supermarkets, restaurant chains, and drugstores. Through my work as gate attendant at Nagano Station, I to encourage more passengers to In 2017, Suica electronic money was introduced sometimes receive comments from passengers on what they felt make use of enhanced services, we at large-scale chains such as McDonald’s, Mos when they are using the station or trains. provided information by creating and Burger, and Uniqlo. Example of Suica for Apple Example of Suica for Google In collaboration with other group companies, our station displaying Posters for Improving Service Pay advertisement Pay advertisement established the Nagano Station SQ Network aimed at improving Quality that introduce examples of service quality, and we seek to make improvements based on improvements. ■Mobile Device Usage/Information Usage passenger comments by making use of the Projects for Improving There’s no more rewarding feeling than receiving praise from The Mobile Suica service was launched in January Service Quality, etc. passengers regarding the improvement activities that we have 2006, and with the subsequent launch of services As an example of a recent improvement, based on passenger carried out. such as Suica for Apple Pay in October 2016, Suica comments indicating that they don’t want to put their bags Going forward, we will continue to prioritize passenger comments for Google Pay in May 2018 and Mizuho Suica directly on the floor when making fare adjustments, we added to ensure that passengers can use our services comfortably and in August 2018, the number of users is growing a space for baggage at the fare adjustment counter. In addition, take the lead in working on improvement activities. steadily. Mizuho Suica

56 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 57 stations and railcars, we have changed the service ■JRE POINT/JRE CARD Service improvement for foreign visitors ［ Key Products ］ In order to build a service system that is attractive Pass providing unlimited travel within hours for multilingual business interpretation the applicable area (two products to both passengers and member stores by JR EAST PASS through telephone from the former 10:00 – 18:00 available: Tohoku area, Nagano/ communalizing the multiple number of point systems We have been actively working on measures such Niigata area) hrs. to 24 hours a day, starting from April 2017. existing within the Group, we launched in February as proposing attractive products and carrying Pass providing unlimited travel within For passengers to whom it is difficult to provide JR TOKYO Wide Pass 2016 the "JRE POINT" program centering on station out promotional activities in collaboration with the Kanto area information in Japanese, our employees at stations building points. local communities with the aim of expanding N’EX TOKYO Round Trip Ticket providing access to the Tokyo and crew members call up the Interpreter Center, Ticket area from Narita Airport Suica points were integrated in December 2017, demand from overseas visitors to Japan, whose and information is provided over the phone followed by View-thanks points in June 2018, and numbers are rapidly growing in recent years, and JR East-South Hokkaido Pass providing traveling on the through operators. Rail Pass Hokkaido Shinkansen Safety it is now possible to collect points from purchases vitalizing communities by transporting passengers Tokyo-Osaka Hokuriku Pass providing traveling on the made with View card credit as well as purchases at to regional areas. Furthermore, we are working to Arch Pass Hokuriku Shinkansen ○Establishment of currency exchange centers/ station buildings and stores within stations. reinforce our capability to accept overseas visitors dedicated cash machines for foreign-issued cards Furthermore, in July 2018, we issued the new JRE so that they can use the railway network safely To enhance the convenience of station buildings CARD credit card, making shopping at JRE MALL and comfortably. ○Seat reservation system allowing reservations from for overseas visitors to Japan, in February 2015, we and premium member stores more convenient and overseas established currency exchange centers in Shinagawa making it easier than ever to collect points. ○Improved environment where foreign visitors We offer "JR-EAST Train Reservation," which is a Station and elsewhere. Such centers are currently can purchase products free of worry seat reservation website allowing reservations from operating in seven locations. In September 2016,

We have established JR EAST Travel Service Centers overseas for Shinkansen and major limited express we also introduced Society at locations which are frequently used by passengers trains of JR East. Starting from February 2016, real dedicated cash from overseas, including Narita International Airport time reservations became possible online, and machines for foreign- Terminal 1 and Terminal 2 buildings, Haneda Airport reservation service in Chinese (traditional Chinese issued cards at International Terminal Station on the Tokyo Monorail and simplified Chinese) and Korean in addition Shinjuku Station and Line, and major terminals such as Tokyo Station to English was made available, further enhancing other locations. Ten and Shinjuku Station. Following the opening of new convenience for overseas passengers. of these machines locations at Shibuya Station in December 2017, Ueno Furthermore, we have expanded in February 2017 are currently JRE POINT JRE CARD Station in February 2018 and Hamamatsucho Station the areas for which reservations can be made in operational. in July, we are aiming to further reinforce the system. cooperation with JR Hokkaido and JR-West, and as Currency exchange center/ Environment dedicated cash machine for foreign- ■JRE MALL At those centers, foreign language speaking staff a result,“all issued cards (Ikebukuro Station) JRE MALL is a shopping website whose purpose engage in sales of products for foreign visitors areas” of JR is to create closer connections with passengers such as the "JR EAST PASS." At Tokyo, Shinjuku Hokkaido and Technical renovation centering on our JR East Group-wide point program, and Sendai centers, tourist information centers are “Hokuriku JRE POINT. also placed to help overseas visitors consider their Shinkansen This site offers a selection of merchandise including trips using JR East. In addition, we have enhanced (up to As stated in our Medium- to Long-term Vision for railway-related goods, regional specialty products, convenience for overseas visitors by setting up a Kanazawa Technical Renovation established in November and goods featuring the Suica penguin. Users can duty-free counter, etc. in the stations. Station)” 2016, we will leverage IoT, big data, AI, and other either buy these with JRE POINTs or earn points on are now technologies to thoroughly review the services purchases they make. covered by provided by the JR East Group from the viewpoint

It is also possible to make advance purchases at the system. Online seat reservation site of passengers, with the aim of going beyond eCute stores and the like online, then pick them "JREAST Train Reservation" conventional thinking to achieve a“mobility up in person. We intend to further promote an revolution.” omnichannel approach across the Group. ○Free Public Wireless LAN Service for Overseas To be concrete, we aim to create by means of AI Visitors and other technologies new values out of the data As of March 31, 2018, we have installed free public obtained through our Group’s all business activities, in https://www.jreastmall.com wireless LAN service at 91 stations (mainly on the the four fields, namely, “Safety and Security,” “Service JR EAST Travel Service JR EAST Travel Service Yamanote Line, which is used by many overseas Center at Tokyo Station Center at Sendai Station and Marketing,”“Operation and Maintenance,” visitors), at JR EAST Travel Service Centers, and on Product Category Key Products and“Energy and Environment.” To that end, we board Narita Express trains. will strive to promote further open innovations to Railway-related Railway goods, items used in products railways, etc. ○Products that Appeal to Overseas Visitors Starting in FY2019, we are planning to steadily incorporate the world’s most advanced technologies, In order to encourage overseas visitors to take expand provision of the and thereby build the“Innovation Ecosystem*” which Famous sweets and local specialties Regional specialty enjoyable trips using railways, we offer convenient, from various regions, Tokyo service on Tohoku, Joetsu, continues to provide innovative services in the area of products/souvenirs reasonable products that they can choose from souvenirs, etc. Hokuriku, Yamagata, and Akita mobility. according to their travel plans. In January 2018, Safety and Security Service and Marketing Shinkansen trains as well as Other Suica penguin goods we introduced the JR Tohoku-South Hokkaido Rail Pass, which may be used for unlimited travel at a Chuo Line E353-series limited reasonable price within both the South Hokkaido and express trains. Tohoku areas, enabling passengers to travel around (This service is provided in four a wide area. languages: English, Chinese, Going forward, we will continue working in close Korean and Japanese.) collaboration with local communities to promote JR-EAST FREE Wi-Fi sightseeing routes covering a wide area so that more overseas visitors can enjoy their travels. ○Strengthening service of multilingual business interpreters *Industrial cooperation Operation and Maintenance Energy and Environment among corporations to In order to smoothly provide information service in promote innovations “Mobility Revolution” by the four fields

58 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 59 ■Establishing task forces to promote the Medium- to ■Launch of Mobility Revolution Consortium ■Realization of smart maintenance in the Tokyo metropolitan area including the Long-term Vision for Technical Renovation In September 2017, we launched the Mobility By loading devices for monitoring not only Keihin Tohoku Line, Chuo Line and Yamanote Line. We have established task forces to strongly promote the Revolution Consortium as a venue for creating equipment on railcars but also tracks and power We will continue to introduce it in a sequential Medium- to Long-term Vision for Technical Renovation and strengthening“links” between our Group facilities from trains while they are running, at manner. in order to carry out missions by formulating road maps companies, external companies, universities, normal operating seed it becomes possible to ［ Examples of CBM ］ and developing internal and external promotion systems research institutions, etc. and driving innovation in Observe the condition of facilities very frequently. while clarifying achievement targets for in-house cross- the field of public transportation. There were 111 By utilizing these data, we aim to realize Railcar --- Currently, the condition of major equipment is being organizational measures. To date, we have established members as of April 2018. maintenance at optimum timing by means of CBM. monitored from both devices on board and devices on the ground, and we plan to utilize the system for detecting failure seven task forces and we will achieve innovation in the The purpose of this Consortium is to work on We will collect a great deal of data, predict

signs and promptly effecting restoration in case of failure. Safety railway operation business by actively incorporating new resolving social issues that are challenging for a degradation from the data, and capture changes Tracks --- We will continue to collect data on track displacement (slight distortion and/or gap of track width). technologies into our society, such as AI, IoT, and big data, single company to tackle alone by collaborating in facility conditions, and manage optimum timing Electric power --- We aim to collect data on abrasion of trolley while aiming to provide new value for passengers and and combining the respective strengths of and method of maintenance. At present, we wire (wear of wire caused by friction), etc.

enhance the safety and stability of transportation services. various transportation operators (including JR have established a method for data analysis and *CBM: Condition Based Maintenance East), domestic and international manufacturers, evaluation and introduced it in railway sections universities, research institutions, and other

Safety and Service & ease of mind marketing: Open Autonomous driving stakeholders with the aim of developing an Data technologies New technologies

Operation & Energy and innovation ecosystem. maintenance Environment

Affluent lives for“everyone” Society

Diversified and active mutual exchanges through our network ［Image of Mobility Revolution Consortium’s Structure］ Mobility Innovation Consortium Shared information infrastructure JR East Startup Program Cloud system platform Innovation ecosystem

Convenient and General Meeting secure daily lives Flexible recruitment Task Force（TF） and training in System-friendly technological innovation specialized fields focusing on Technology Research & Development Innovation Headquarters Steering Committee/Secretariat Center of the JR East Group Safe life infrastructure railcars Development of ground-breaking *1Neologism formed from“idea” technology required by society Sustainable development of regional society staitions field sites and“marathon.” An ideathon is Power facility Resolving issues based on Door to Door Promotion Working Group facilities perspective of field personnel 電力設備モニタリング装置monitoring device Technologies Asset Enabling seamless transport from starting an event where ideas for resolving Groups Working point to destination a specific issue are intensively Smart City Working Group brainstormed and collected during Considering the ideal form of next-generatin cities a set period of time. Establishment of task forces to promote and the role of public transportation in supporting them the Medium- to Long-term Vision *2 Neologism formed from“hack” Robot Application Working Group and“marathon.” A hackathon is an Application of robot technology in public transportation event where programs and apps Railcar Note: Various subjects relating to next-generation for resolving a specific issue are Environment The details of the seven task forces are: (1) smart public transportation are considered 車両モニタリング装置monitoring device intensively developed during a set maintenance (collect and analyze huge amounts of Ideathon*1 / Hackathon*2 / study sessions period of time. Track facility data concerning the status of facilities and consider 線路設備モニタリング装置monitoring device optimum timing and methods of maintenance [please see page 61]), (2) driverless operation (expansion of ■Research and development of service robots one-man train operation and consider matters related For the purpose of supporting passengers who are not to the introduction of automation technology for driving accustomed to railways and passengers with physical and controlling trains), (3) next-generation Shinkansen disabilities as well as performing tasks for which labor (production of test trains for realizing next-generation shortages are becoming an issue (cleaning, security, Contributing to Railway baggage transportation, etc.), we are considering The Infinite Possibilities Shinkansen and implementation of test drives [please Service Improvement see page 13]), (4) measures against natural disasters expanding the usage of service robots in station premises of Monitoring Data (predict natural disasters by using screen sensors and to expand. Accordingly, we are pursuing research and with CBM other technologies as well as prediction technology development of a cloud system that will monitor station and consider introduction of finely detailed operational conditions (congestion, etc.) in real time and autonomous Senior Staff, Track Facility Monitoring Center, Assistant Manager, Track Maintenance Section, Facilities Division, Japan Railway Track Technology Consultants Co., Ltd. Niigata Branch Office restrictions [please see page 32]), (5) operation control mobile robots that can operate in pedestrian areas via a using AI (consider automated train operation control link to this system. In addition, in order to accelerate the development My workplace is involved in tasks ranging from management Until June 2018, I was assigned to the Japan Railway Track using AI, etc. and introduction of flexible transportation and operation of track facility monitoring to processing and Consultants Co., Ltd.’s Track Facility Monitoring Center, where and introduction of service robots, we established JRE planning methods that meet passengers’ demands), analyzing data. I provided integrated management of a series of tasks, ranging (6) next-generation ticketing (consider matters related Robotics Station, a limited liability partnership (LLP) I am involved in processing and analyzing data, and there from processing of track facility monitoring data to equipment to achieving seamless ways to board trains without centering on the JR East Group, in July 2017. In is an extremely large volume of data, since we perform inspection. standing in line at the station counter or vending FY2019, it is identifying needs and issues, recruiting measurement using equipment installed on railcars in actual At the Center, I worked on establishing monitoring data machines) and (7) JRE-BIM (Building Information technical and development partners, and beginning operation. Even when limited to the Yamanote Line, data for processing and analysis from the outset, but I have now returned twenty times the 34.5-km circuit of the Yamanote Line, which to my position at JR East, where I am engaged every day in track Modeling: consider introduction of construction and to consider the introduction of robots to handle tasks such as providing information (including information is equivalent to the distance between Tokyo and Okayama maintenance and management on the side of those who use production systems that utilize AI and IoT). We will set are processed every day. I am looking for ways of processing the processed and analyzed data. for overseas visitors) and assisting the transfer of up new task forces as needed. and analyzing this huge quantity of information so that it can be I believe that monitoring, which enables information on the passengers. used to optimize track maintenance. status of facilities to be obtained very frequently, has infinite Task force (driverless operation) Build an advanced monitoring system against intruders from areas Going forward, as a member of the JR East Group, I will applications in fields other than track maintenance. By actively around tracks and obstacles on tracks by using high-speed and continue working to support developing the knowledge and expertise acquired at the Center, highly accurate image-recognition technology, camera sensing technology that goes beyond far places and other technologies, optimal track maintenance we will continue promoting the and consider ways to achieve driverless operation. using CBM and contribute to practical application of data using

User identification with one medium Shinjuku Tokyo Sendai Matsushimakaigan the development of tracks CBM to not only achieve optimal that passengers can use more track maintenance but also to Suica QR Get on Get on Get off Get off (to be considered) conventional line Shinkansen line Shinkansen line conventional line comfortably and confidently. Plan actual tasks that contribute to further improve passenger services. Task force (next-generation ticketing) Consider mechanisms that enable stress-fee train riding with one IC or other media Information robot (an image) Transfer-assisting robot by making ticketing unnecessary for riding Shinkansen and conventional lines with the (under joint development) utilization of“e-ticket.”

60 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 61 ■Creation of new stations to develop the railway network Topics Promoting Open Innovation : Collaborating with Venture Companies We are also cooperating with local governments in the creation of new stations in line with their city planning, based on requests from local In order to swiftly create new businesses railways, and the Group businesses’s management governments, etc. In April 2018, we opened a and services as passengers’ needs and the and information resources from venture new station, Ashikaga Flower Park Station, on the management environment change rapidly, JR companies and individuals with various ideas. In Ryomo Line.

East requires expertise in unknown technologies FY2018, the program received 237 proposals, Ashikaga Flower Park Station, Ryomo Line Safety and business fields where we lack experience. from which 19 were selected for development. Of Therefore, in addition to leveraging our internal these, 11 have been implemented on a trial basis, resources, we are also collaborating with venture including an unstaffed store at Omiya Station companies, universities, and other research and baggage check service at Tokyo Station. organizations and will be proactively adopting Collaboration with a view to commercialization is Opening New Station in Collaboration with the Local Community their technologies and expertise. As part of these currently under way for several other proposals.

efforts, in February 2018, we established JR East For the second edition of the program in FY2019, Ashikaga Station Staff, Takasaki Branch Office Startup Co., Ltd. for the purpose of speeding up there will be expanding themes to include new

the promotion of open innovation. By creating areas such as partnerships with communities (local On April 1, 2018, Ashikaga Flower Park Station opened on the Ashikaga Flower Park is very popular Society new businesses and services through the governments, etc.) and collaboration with foreign Ryomo Line. With the cherry blossoms in full bloom, the opening even among passengers from other ceremony, attended by around 800 people, was a magnificent countries as well, so in addition to provision of funding for venture companies and venture companies. occasion. providing information using multilingual promotion of collaboration, we will contribute to The station is located next to Ashikaga Flower Park, which is signs created by Ashikaga Station employees, I tried to make P.A. further vitalize local communities and improve the famous for its wisteria arbors. Normally, the station is unstaffed, announcements in English and Chinese that would be easy for standard of living. but during the Great Wisteria Festival in Golden Week, which visitors to understand. is the best time for viewing the wisteria, it was used by a large Going forward, I will strive to provide information that enables ■JR East Startup Program number of passengers, so staff from the Takasaki Branch Office, passengers to use our facilities confidently and contribute to In FY2018, we launched the JR East Startup including personnel from Ashikaga Station, were present to assist vitalize local communities.

passengers. Environment Program to solicit, refine, and implement proposals

for businesses and services making use of stations, JR East Startup Unstaffed store Baggage check service Program logo at Omiya Station at Tokyo Station

Topics Opening of Tokyo Station Relationship with Society Marunouchi Station Square

Strengthening Collaboration with Toyoko Line to underground tracks as the turning point, JR East has been working with the Tokyo Metropolitan work has created a new, upscale, bustling urban Communities we are proceeding with renewal and reorganization Government to develop an urban space in the district landscape befitting the gateway to the capital city of of the functions of the station, rearrangement and around Tokyo Station commensurate with its status Tokyo that is integrated with the surrounding district, The very existence of the JR East Group depends expansion of surrounding infrastructure, and construction as the gateway to the capital city of Tokyo. Following including Gyoko-dori Street. on the health of the communities and of Japan of jointly developed buildings, in cooperation with the completion in October 2012 of preservation and To celebrate the work’s completion and express our as a whole. As a company responsible for a form related business operators. restoration work at the Tokyo Station Marunouchi gratitude to the many people involved, we held a of social infrastructure (i.e., railways), and as a At Yokohama Station, with increasing momentum Building (designated as an important cultural property) ceremony to commemorate the completion of Tokyo member of the community, we work together in the surrounding community for further development of the plaza in front of the Marunouchi Station Marunouchi Station Square on December 7, with communities in order to take actions aimed urban redevelopment, we are proceeding with exit was completed in December 2017, marking the 2017, and the public was able to use the entire space at achieving their desired future. We are actively reconstruction of West Entrance Building under end of work on the Marunouchi side covering a period beginning on that date. At this ceremony marking implementing community vitalization and tourism theme of enhancing attractiveness of the station and of around 10 years. the start of a new chapter in the station’s history, we promotion measures that leverage the unique town, strengthening disaster-prevention strength, Tokyo Station is a landmark building that is a terminal were honored by the presence of the Emperor and capabilities of our group, as well as pushing addressing environmental issues, reinforcing it as a used by the Emperor and Empress of Japan and other Empress, and guests, including Prime Minister Shinzo forward with the creation of appealing urban areas place for pedestrians, etc., in cooperation with the VIPs, while also being the starting point for some of Abe. centering on railway stations. local government. Japan’s main railway lines. The recently completed

■Development of large-scale terminal station ⒸTOKYU CORPORATION,East Japan Railway Company,Tokyo Metro Co.,Ltd. In the Shinagawa area, we are aiming to realize town development where advanced businesses and human resources will gather from all parts of the world and new businesses and culture will be created from their interactions, and the construction of a new station which will be the core of the new town has been launched between Shinagawa and Tamachi Stations. 2012: South Dome 2012: Station building following 2017: View from hotel 2017: Following completion Shibuya Station development (provisional name) Development following restoration preservation and restoration of Station Square At Shibuya Station, with the move of part of the Tokyu of Yokohama Station West Entrance Building

62 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 63 ■Establishment of a lineside brand that will be chosen (Nambu Line), Keiyo Bayside Line Project (Keiyo Line), ■Restoration of railway sections devastated in the approved by all lineside municipalities. Based on the by passengers FUN TOKYO! (Yamanote Line), and Saikyo Line Lineside Great East Japan Earthquake requests of lineside municipalities in both sections, Across the metropolitan Tokyo network, we are Branding, as well as providing information about areas We have been steadily proceeding with restoration we are proceeding with other initiatives such as the working on“creation of preferred lineside brands” that along the lines. work and resumption of operations in railway establishment of new stations, relocation of stations, will make people want to visit or live in those areas by sections on the Pacific Coast that suffered extensive and further development of exclusive roads. promoting development and renewal of not only the damage due to the tsunami, beginning with sections With the agreement with lineside municipalities, areas around stations but also locations under elevated where safety can be ensured. the section between Miyako and Kamaishi on the tracks between stations through projects such as In areas within 20 km of Fukushima Daiichi Power Yamada Line will be jointly operated with the Sanriku the Chuo Line Mall Project (Chuo Line), Kurasu Class Station where evacuation orders have been lifted, Railway South and North Rias Lines. We are moving Chuo Line Mall Project: Musako Garden Kurasu Class Safety we are progressively resuming operations with the forward with restoration work aimed at reopening support and collaboration of national and local the section in March 2019. governments regarding the necessary environmental As of April, 2018, the total length of the sections Ensuring that Passengers Keep Choosing the Keiyo Line measures, such as decontaminating areas along lines where operations were suspended had been and making preparations for the return of residents. reduced from approximately 400km immediately Tsudanuma Station staff, Chiba Branch Office The section between Namie and Odaka resumed after the earthquake to approximately 76km, with operation in April 2017, followed by the section resumption of services for approximately 224km by I have been the member of the Keiyo Bayside Line Project at my prior conjunction with top sports teams along the line). workplace, the Shin-Kiba Station. The project was launched in 2015 with In December 2018, the Keiyo Line will celebrate the 30th anniversary between Tatsuta and Tomioka in October 2017. For railway and for approximately 99km by BRT.

members who included various field personnel, such as station staff, train of the opening of the section between Soga and Shin-Kiba Stations, the remaining section of line between Tomioka and Society crew, rolling stock center employees, and technology-related employees. and in March 2020, it will celebrate the 30th anniversary of the entire Namie, where operations are suspended, we are With regard to the section of the Tadami Line Through its monthly activities, it has developed a variety of ideas. line’s opening. To express our appreciation to the passengers who use To date, the project has worked on a range of initiatives, including the line and the communities alongside it, we are considering some proceeding with restoration work aimed at resuming between Aizu-Kawaguchi and Tadami (damaged by the launch of the Keiyo Line Facebook page, creation of Rurubu Keiyo commemorative events that will surprise and delight attendees. Please operations in the spring of 2020. heavy rains in Niigata and Fukushima in July 2011), Line, station-front flash mob in collaboration with the Chiba Institute stay tuned for more from the Keiyo Bayside Line Project in the future. For the section between Yanaizu and Kesennuma there was strong demand to restore the railway from of Technology’s brass band club, and Keiyo Team 6 (a promotion in on the Kesennuma Line and the section between Fukushima Prefecture and lineside municipalities. Kesennuma and Sakari on the Ofunato Line, in order Based on this, we reached an agreement with ■Town development focused on stations in core City, the Aomori Chamber of for communities to achieve further development as Fukushima Prefecture in June 2017 to resume service regional cities Commerce and Industry, and JR full-scale urban recovery efforts progress in disaster- by means of separating infrastructure and operation.

JR East is promoting town development focusing on East—signed an agreement of hit areas, we proposed that operation of our BRT At present, we are carrying out restoration work Environment central stations in conjunction with central urban district cooperation. We are contributing service continue as a sustainable transport mode that aimed at resuming operations on the entire line. revitalization projects, urban planning projects, and so to the revitalization of core will contribute to restoration. The proposal has been forth being undertaken by local governments in the regional cities by proceeding Event marking signature of vicinity of Akita Station, Niigata Station, Matsumoto with the functional restructuring agreement of cooperation Station, and others. In June 2018, in order to promote of station areas in alignment with between Aomori Prefecture, Aomori City, the Aomori an initiative relating to urban development of the Aomori town development projects of Chamber of Commerce and Station area, four parties—Aomori Prefecture, Aomori the communities. Industry, and JR East

Resumption of operations Kesennuma Line BRT Otsuchi River Railway Groundbreaking ceremony, Contributing to Community Development through between Tatsuta and on exclusive roads Bridge, Yamada Line Tadami Line Tomioka on the Joban Line Elevation of Tracks at Niigata Station

Assistant Manager, Niigata Construction Section, Joshinetsu Construction Office ［ Sections where operations were suspended as of April 1, 2018 ］ My workplace is part of the project to develop the Niigata Station area construction. In total, some 1,400 people from JR East and partner Sections where there were damages form the tsunami being undertaken by Niigata City, elevating conventional line tracks near companies combined worked on the switching project as one, and the Tadami Aizu-Kawaguchi Sections where operations are suspended at present Niigata Station and development of platforms for cross-platform work was successfully completed without problems. Koide Sections where BRT is operated transferring between Shinkansen and conventional line trains. I felt a great sense of achievement whenever I heard feedback from Tadami Line Aizu-Wakamatsu Tohoku Hanamaki In April 2018, when track switching work was implemented as part of satisfied passengers who have used the new-look Niigata Station following Aobadori Shinkansen Ban-Etsu-Sai Line Ichinoseki Hachinohe phase 1 of the track elevation project, relevant parties from our company the switching work. Today, we are continuing to move forward with Koriyama Fukushima Sendai Furukawa Line Morioka and partner companies worked diligently to establish a construction plan, construction in order to elevate and open all the tracks. Going forward, we Kitagami Shin-Hanamaki Tohoku made various preparations (such as making arrangements for alternative will continue contributing to the development of communities by creating Iwanuma Kamaishi Line transportation plans based on a special schedule, informing passengers, stations that live up to passengers’ expectations while prioritizing safety. Main Line Operations were resumed Kogota Higashi- Ofunato Yamada Hachinohe and holding a meeting to brief local residents on the work), and started in December 2016 Shiogama Line Line Line Watari Hamayoshiｄa Maeyachi counter services of post Joban Line Operations of Kesennuma Line ■Signing of agreement with Japan Post on revitalization Hashikami Soma Senseki (Yanaizu ‒ Kesennuma) by BRT Operations were Kesennuma of community and society offices and stations, Line Agreement is concluded resumed in April 2017 Line including the relocation Haranomachi with all the lineside local In June 2018, JR East signed an agreement with Japan governments for full-scale Odaka Post Co., Ltd. in an aim to reinforce our efforts on of post offices into Operations were Yanaizu resumption by BRT resumed in October 2017 Namie Operations are Ishinomaki Tachikawa Station (third floor of eCute) store image revitalizing community and society. stations. In addition, we planned to be Tomioka Ishinomaki *This is the projected image at the current resumed by the end Sakari are planning to sell local Tatsuta Line Specifically, functions of post offices and stations will be time. It is subject to change based on future of FY2020 Kuji considerations. produce of Sendai areas Kesennuma Kamaishi Miyako linked. As for urban areas, we have a plan to establish Iwaki Within 20km of Fukushima Difficult- an office with a new business format that specializes at Tokyo Station and Sendai Station on the day they are Daiichi Power Station to-return Operations of Ofunato Line Yamada Line (Miyako ‒ Kamaishi) zone (Kesennuma ‒ Sakari) by BRT Agreement is concluded in financial consulting out of various over-the-counter harvested by utilizing the transportation network of Japan Onagawa Post as well as the Shinkansen. Furthermore, we are Hirono Kido Tatsuta Tomioka Yonomori Ohno Futaba Namie Momouchi Odaka Iwaki-Ota Haranomachi Agreement is concluded with for the integrated operations services of post offices in Tachikawa Station (third floor of all the lineside local governments with South and North Rias Lines considering measures for community revitalization over a for full-scale resumption by BRT by Sanriku Railway Co., Ltd. eCute Tachikawa). As for regional areas, we are making Under restoration work for opening considerations to enable unified operation of over-the- wide scope such as promotion of sightseeing. in March 2019.

64 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 65 Fukushima Prefecture, produces high-quality tomatoes Rediscover the Region Project at its sunlight-based plant factory, which are used as Further Vitalization of Communities Thanks to ingredients for food served by Group companies. "JR the DC Legacy ■Development of the Rediscover the Region Project Niigata Farm" in Niigata City is an agricultural corporation Under the "Create Together" strategy, which specifies established by taking advantage of the status of Niigata Station Master, Nikko Station, Omiya Branch Office enhanced cooperation between JR East and local as a National Strategic Special Zone. It is bearing a part communities, we are promoting the Rediscover the in developing Niigata's sake culture through production Many prefecture residents participated in the“Tochigi: Discover DC. the Real Thing” DC, resulting in a remarkable DC where the entire As Nikko Station Master, I Region Project. The aim of the project is to create new of rice suitable as an ingredient of sake. In addition, prefecture was united in showing hospitality to visitors. began welcoming visitors in potential markets that bring increased circulation of JR Agri-Sendai in Sendai City produces goods suited Starting in July 2017, as part of the Prefectural Tourism and April 2018, with the help of station staff, Tobu Railway personnel, Safety people and goods between the Tokyo metropolitan to market needs through integrated management Exchange Section, I was involved in preparing for the campaign by and people from the community. The DC is a stepping stone area and other regions and also attract overseas visitors covering everything from production to sales activities. creating travel products, conducting tourism PR activities outside leading to further stimulated tourism. Going forward, we will work to Japan. The JR East Group has railway networks, We will continue seeking to increase the non-resident the prefecture, and coordinating various issues with various with local people to increase our capability to accept passengers stations that serve as centers of local communities, population and revitalize regional communities by governmental offices. Municipalities within the prefecture were created by the DC and develop new transportation services to business know-how, sales channels and advertising enhancing their appeal through the stable production of divided into five regional sub-committees. It required a lot of effort sightseeing destinations from stations, sightseeing routes, etc., to prepare numerous special plans leveraging local resources, but while continuing to contribute to the promotion of tourism by power that all radiate out from the Tokyo metropolitan safe, secure agricultural produce. we were able to interact and develop partnerships with people using Nikko Station as a base for providing information about the area. The strategy utilizes JR's unique abilities to discover from various businesses, which I believe is the true legacy of the area and showcasing its appeal. traditional cultures, local produce and other tangible and

intangible tourist resources as well as to promote the Society interactive exchange of information and to expand sales ■Trains for enjoying riding channels between the Tokyo metropolitan area and local JR East operates various “Trains communities. JR Tomato Land JR Niigata Farm JR Agri-Sendai for enjoying riding” which provide Iwaki Farm Resort Shirakami Aomori TOHOKU SL Ginga In the Tokyo metropolitan area, in collaboration with passengers enjoyment in riding in EMOTION destination campaigns and other marketing tools, we them itself. Those include Shinkansen, Hachinohe Kuji are hosting a“Farm Fresh Market” at Ueno Station and limited express, SL and other trains, Mori Addressing measures to promote tourism oka opened permanent NOMONO shops where producers each of which has its own theme and SL Ban’etsu Kirakira Uetsu Akita POKÉMON Monogatari with YOU Train present their products and the appeal of their regions at is so elaborately and uniquely designed Hanamaki Kamaishi Sakata Environment Tokyo Station and other locations. ■Destination campaign (DC) that they remind us of something Ichinoseki Kesennuma

Furthermore, in 2017, as a new initiative at our Destination campaign (DC) means a large-scale like a running theme park. The trains Shinjo

Sendai Farm Fresh Markets promoting the appeal of local tourism promotion campaign implemented by local offer travel with such new feeling that Genbi Shinkansen Yamagata Niigata Resort Minori communities, we held the Asatore Shinkansen Marché, governments, tourism-related people, JR Group passengers fully enjoy meals, sweets, Yonezawa which features vegetables and fruits picked in various arts, music, and even a“foot bath” on Fukushima and other related organizations and persons Koriyama Aizu-Wakamatu regions of Japan the same morning and delivered directly working together for the purpose of developing board, and upon alighting from the train, Tokamachi Joetsu Myoko Echigo- Yuzawa by Shinkansen, at Tokyo Station’s Dorin Square and local sightseeing resources and implementing they feel excited to wonder which train Koshino Shu*Kura Toreiyu Tsubasa Iiyama Minakami Nagano Utsunomiya elsewhere. nation-wide advertising, to attract visitors and they should select for their next trips. Minamiotari Komoro Takasaki promote use of JR. One of the targets is to cause In support of the aim of“POKÉMON with YOU,” Yokogawa an activity by The Pokémon Company to support Matsumoto Omiya the event to continuously create new superb Kobuchi disaster-affected areas, JR East operates POKÉMON zawa Tokyo tourist resorts that will lead to the promotion of Oikotto SL Gunma Fruitea with YOU trains with the cooperation of the Odawara Minakami Fukushima tourism in the communities, by holding“Pre-DC” company. just one year in advance of the DC period as well ©2018 Pokémon. ©1995-2018 Nintendo/Creatures Inc. /GAME SL Gunma FREAK inc. Izukyu Yokokawa as“After-DC” just one year after the DC, So that Pokémon is a registered trademark of Nintendo, Creatures Inc. and Shimoda NOMONO Gransta Marunouchi Asatore Shinkansen GAME FREAK inc. the DC is not a merely temporary event. Since we Resort View HIGH RAIL 1375 IZU CRAILE branch, Tokyo Station Marché Furusato held“Twinkling Kishuji” in Wakayama Prefecture in 1978, we have continued to hold DCs and the ［Conceptual diagram of "Rediscover the Region number is an average of four per year. ［ Major trains for enjoying riding and efforts made in cooperation with local communities ］ Project" ］ Following the Great East Japan Earthquake in Train names Characteristics of train name and efforts made in cooperation with local communities Tourism flow Tourist March 2011, the JR Group conducted DCs for all six Tohoku prefectures as its measure to Live performances of Tsugarujamisen music, talks by a“storyteller” in the Tsugaru dialect, Tsugaru Overseas Overseas Resort Shirakami Traditional Kinta Mamejo puppet plays, and other shows are offered on board. In addition, Fureai Hanbai is tourist Create Together tourist support reconstruction. We also ran a Tochigi DC held, when local residents board the train during a stop at a station and sell fresh light meals. Travel product from April to June 2018. Going forward, we will People of Hirono-cho across which the JR Hachinohe Line, runs have been continuing to gather and wave their local Tokyo continue to strengthen the cooperation with local metropolitan TOHOKU EMOTION colorful“tairyobata” fisherman’s banners and their hands with their whole hearts to passing trains, which has community Rediscover the coined a new phrase,“HIRONO EMOTION.” Region Project area communities and local governments in an aim

Information distribution to revitalize local tourism and establish a strong and promotion Original sweets which are made sumptuously using fruits grown in Fukushima Prefecture are offered on Product tourist base. Fruitea-Fukushima board. As the menu is changed in accordance with the season, passengers can enjoy seasonal fruits grown in Fruit Kingdom Fukushima. Product Sales channel Koshino Shu＊Kura Through collaborations with local sake breweries, musicians, universities, and others, events are held at which passengers may sample local sake, hear stories about sake, and enjoy live music, especially jazz. ■Participation in primary industry In order to find solutions to issues in primary Along with a brunch featuring vegetables that are cultivated in areas along railway lines without the use of HIGH RAIL 1375 agri-chemicals and sweets from Saku, renowned as one of Japan’s top three towns for cake, passengers on industries and to enhance the appeal of food through the HIGH RAIL Hoshizora train that runs at night may enjoy stargazing sessions at Nobeyama Station, with agricultural produce, we entered the agribusiness explanations provided by a local expert. field in collaboration with local farmers in the spring of Tochigi Destination Campaign ceremony Aboard this stylish, elegant resort train, passengers can partake in casual conversation while enjoying 2016. The JR Tomato Land Iwaki Farm in Iwaki City, IZU CRAILE original dishes made with Izu ingredients and drinks as they travel through spectacular natural scenery.

66 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 67 displaying the daily activities of nursery schools The Railway Museum has attracted a huge number of Childcare Support Services Launch of Mamorail: JR East’s Child and observing child development. visitors, with the total number exceeding 10 million HAPPY CHILD PROJECT Watching-Over Service people in May 2018. On July 5, 2018, it evolved into a museum that showcases an overview of railways ■Childcare Support Facilities ─ Support for In October 2017, we launched a new addition to as well as its significance, and makes appeals based Working Parents our childcare support lineup: Mamorail, a child on the concept of conveying the“Job” of railways, JR East has opened childcare support facilities watching-over service developed as a joint venture unfolding its“History” and creating railways of the such as "nursery schools near stations" located with Central Security Patrols Co., Ltd. Its slogan is “Future.” At the Job Station in the new building, in easily accessible areas usually within a five- “Notifications from stations for your peace of visitors are enabled to experience various tasks in the Safety minute walk from stations in order to support mind.” By April 2018, the service had been rolled business with the purpose of helping them recognize the combination of childcare and work. A total out to 244 stations in the Tokyo metropolitan the depth and complexity of the railway business. As of 128 childcare support facilities were opened Eighth Children's Train Craftwork Exhibition area. such, the museum enhanced its hands-on exhibit and from 1996 through April 2018, and JR East aims technological exhibit in addition to the rolling stock to increase the number of these facilities to 130 Development of COTONIOR 【Service Overview】 exhibit it had offered before. by April 2020. These nursery schools near stations ■Usage fee: 500 yen per month (plus tax) provide added convenience as they allow parents We have opened complexes for childcare support ■Persons eligible for service: elementary, to drop off and pick up their children on the way and eldercare themed with multigenerational junior high, and high school students ■Applicable cards: Suica, PASMO to and from work. As evidenced by children who interaction,“COTONIOR.” Society ■Notification method: Email or JR East app are accompanied to nurseries by their fathers, COTONIOR is a coined word formed from our childcare support encourages paternal “kodomo” (Japanese for “children”), “to” 【Image of message notification】 participation in childcare as well. (Japanese for“and”), and“senior.” By May 2018, In May 2017, to commemorate reaching 100 COTONIOR facilities had been opened in Kichijoji, The child taps their pass on and a notification about the child’s the reader when passing passing the gate is sent to childcare support facilities, we published 20 Years Akabane, Nishi-Funabashi, Kunitachi, and Koshigaya- through the gate... their parent or guardian of Childcare Support Services at JR East Group: A Laketown. In addition, at Cotonior Garden Shin- History. Kawasaki—which includes rental housing, a Opening ceremony E5 simulator commercial complex, and more—we have also opened a nursery school and an elder care facility ○Tokyo Station Gallery Environment based on the concept of urban planning that In the spring of 1988, a year after the foundation of promotes interaction between multiple generations. JR East, Tokyo Station Gallery was born in Tokyo With a well-thought-out facility layout, seasonal Station Marunouchi Building out of the desire to offer events and such, COTONIOR has created a everyone a place for fragrant culture rather than heartwarming place where children and senior Cultural Activities simply being a passing View of a“nursery school near Commemorative publication 20 generations interact that brings together a wide point through the station” (Sakuraso Nursery School Years of Childcare Support Services range of generations. ■East Japan Railway Culture Foundation station. in front of Toda Station) at JR East Group: A History In order to continuously utilize its management We continue to be resources for social contributions, in 1992 JR active while deeply ■Childcare Support Events East established the East Japan Railway Culture recognizing the Each year, we hold an exhibition of craftworks Foundation, which became a public interest significance of carrying produced by children who attend our nursery incorporated foundation in April 2010. This out our activities as a Tokyo Station Gallery schools near stations at the Railway Museum in organization has successfully promoted local gallery in the important cultural property of Tokyo Saitama City, Saitama Prefecture. culture through our railway business, studies and Station Marunouchi Building that is located at the With "trains" as its theme, original, creative and research on railways, and taken part in driving geographical and historical heart of modern Japan. fantastic works created by children are enjoyed international cultural exchanges related to railways. by many visitors. It also provides a space for COTONIOR Kichijoji Cotonior Garden Shin-Kawasaki The Foundation's major activities include operating ○Supporting local cultural activities the Railway Museum, Tokyo Station Gallery, the Starting in FY1994, we Old Shimbashi Station building, Old Manseibashi have been supporting The Idea Behind Cotonior Garden Shin-Kawasaki, Station and Ome Railway Park, sponsoring local local cultural activities a Project Fostering Urban Development cultural activities and accepting trainees from by providing financial railway operators in Asian countries. support for the purpose

Assistant Manager, Office and Housing Operational Headquarters JR East Urban Development Corporation of conserving and ○The Railway Museum succeeding precious Supporting local cultural activities I was involved in Cotonior Garden Shin-Kawasaki from the At the time of the opening, On October 14, 2007, Railway Day, the Railway cultural heritage and development stage. we held an inauguration Museum, based on three major concepts, was opened traditional performing arts in our company’s Based on the concept of creating a neighborhood that will make ceremony in collaboration people think“I want to keep living here,” Cotonior Garden Shin- with tenants, neighborhood associations, a junior high school, and in Saitama City, Saitama Prefecture. It was designed to area and development of community, aiming at Kawasaki is an urban planning initiative integrated with the NPOs. Through the events we have held to date, we have heard be a museum that systematically conducts surveys and promotion of regional culture. community to interactively develop commercial facilities, rental from local residents that they are keen to use Cotonior Garden research using railway-related heritage and reference By the end of FY2018, we had supported a total of housing, an elder care facility, a nursery school, and a plaza space, Shin-Kawasaki’s facilities. materials, a history museum that depicts the history of 182 activities, and in FY2019, we plan to provide providing a venue for multi-generational interaction. It has spaces Going forward, we will continue to build the community by railways focusing on exhibits of locomotives and cars, support for 16 new activities as well as supporting open to the local community, including a terrace that anyone holding events that involve the local community. In this way, we and an educational museum where visitors can learn five ongoing projects. can use and community exchange center, which are encouraging will achieve our goal of creating a neighborhood where people about railway principles, systems and technologies interaction on a daily basis. want to keep living.” through hands-on experience.

68 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 69 consulting business, focusing on the areas of ■Participation in Indian High-Speed Rail Project ■Participation in Thailand's Purple Line Project Developing Our Business on the World Stage operations and maintenance. In addition, we For the Mumbai-Ahmedabad Line, one of the seven We are also involved in a project to provide established an International Affairs Headquarters high-speed railway lines announced by the Indian comprehensive maintenance for rolling stock and ground ■Global Development at our head office in June 2017, which is government, the“Memorandum of Cooperation installations for the MRT Purple Line in Bangkok, Thailand. Given the current increase in awareness of global leveraging our experience, technology, and between the Government of Japan and the Government The Purple Line is a railway line in Thailand's capital of environmental issues and the economic growth of expertise to explore new business areas, with the of the Republic of India on High Speed Railways” was Bangkok intended to link the Bang Sue district in the emerging nations, there is growing interest around aim of driving future growth. Specifically, through entered into in December 2015, and it was decided northern part of the city to the Bang Yai district in the the world in railways as an environmentally our overseas projects, we will develop the JR that Japan’s Shinkansen method was adopted for the northwestern suburbs, which began operation in August friendly form of public transportation. The global East Group’s human resources and incorporate Ahmedabad-Mumbai high speed railway plan. 2016. In December 2013, through a joint investment with Safety railway market is expected to grow by an average the knowledge and technical skills acquired At present, consultations about the high-speed railway Marubeni and Toshiba, we established the maintenance of 2.6% a year through 2021, expanding in size to in the process into our domestic operations. plan of India including concrete business scheme are company Japan Transportation Technology (Thailand) an annual average of approximately 24 trillion yen Furthermore, while working to promote Japan’s underway, and at the consultation between the two Co., Ltd. (JTT) in Bangkok. JTT is providing maintenance from 2019 to 2021. railway standards, we are establishing a business governments held in November 2016, a progress services for a ten-year period, including the rolling stock, In November 2011, the JR East Group, in model for international projects that will enable report for the high-speed railway plan was announced, signaling systems, tracks, power systems, platform doors, partnership with domestic railway companies us to expand high-quality, high-efficiency railway indicating the schedule for the work to be commenced automated fare collection system, and depot facilities. In with a variety of track record and expertise infrastructure systems of JR East Group using the in 2018 and operations to be commenced in 2023. addition, Japan Transport Engineering Company (J-TREC) relating to high-speed, MRT, and freight railways, JR East Group’s combined strengths—including Through a public-private cooperation, JR East is has manufactured stainless-steel rolling stock for use on

launched Japan International Consultants for both our railway business and lifestyle business. In providing technical support for these discussions, based the Purple Line, and delivered a total of 21 train-sets (63 Society Transportation Co., Ltd. (JIC) to provide railway all projects, we are striving to achieve sustainable on our extensive experience as a Shinkansen operator. cars). consulting services overseas. At present, JIC operations aimed at long-term profitability by In addition, in March 2016, one of the companies is actively developing our overseas railway controlling the risks and returns. in our group, Japan International Consultants for Transportation (JIC), received an order from JICA for the Indian High-Speed Railway-Related System Development Support Project, which is to provide consulting services relating to the formulation of high-speed rail technical standards. We have also enhanced our internal A running Purple Line train Track Maintenance vehicle organization through measures such as appointing Environment executives with responsibility for the Indian high-speed ■Participation in U.K. Railway Operation Project rail project. With regard to railway operations in UK, the“Scheme Furthermore, in December 2016, a joint venture (JV) of separating infrastructure and operation” has been formed by three companies, namely, Japan International incorporated, under which the railway operation sector Myanmar Consultants Global for Transportation Co., Ltd., Nippon and infrastructure sector are separated, and currently, the Western Europe ・ Participation in project to improve country’s railway service for passenger transportation is Commonwealth of existing railway (JIC) Koei Co., Ltd. and Oriental Consultants Co., Ltd. received UK ¥5.9 Independent States ・ Transfer of used rolling stock an order from JICA for the“Detailed Design Study on divided to be provided by 20 train operating companies. and technical support Franchise business trillion ¥1.9 the High Speed Railway Construction Project in India The UK franchise system means a system under which U.S., Canada, and Mexico Eastern trillion to Commence” which is for formulation of design and each train operating company’s right to operate trains is London office Europe ¥4.0 tender documents (draft) for the Mumbai-Ahmedabad selected by performing bidding, and the right to operate trillion Paris office ¥1.5 trillion Gurgaon Office High Speed Railway Construction Project as well as trains, effective for 7 to 10 years, is granted by the New York office (Japan International Consultants for Transportation) Asia and Oceania supporting bidding, and the JV is now implementing the Ministry of Transport or relevant government authorities work. of the country. ¥1.2 trillion ¥7.0 Middle East and Africa trillion Furthermore, in September 2017, a ground-breaking Our company obtained the right to operate the West ceremony for this high-speed railway project was held Midlands project in collaboration with Mitsui & Co., Ltd. India Singapore office in Ahmedabad (Sabarmati) in conjunction with the 2017 and Abellio UK, a Dutch Railways-affiliated company. High-speed Japan-India Summit Meeting. Operation began in December 2017. It is JR East’s Thailand first project involving operation of an overseas railway. rail project Bangkok MRT High-speed rail-related Purple Line Americas (excluding U.S., Services include commuter lines to London, a long- Indonesia MRT-related Canada, and Mexico) distance line connecting London and Liverpool, which ・ Transfer of used rolling stock and technical support ¥0.7 trillion *( ) indicates the population as of 2011 for railway company operating in the Jakarta metropolitan area (Source: National census in India) is located in the northwestern region of England, and ： Assumed market size ・ Operation management consulting services in 2020 for Jakarta MRT North-South Line (JIC) transportation in the metropolitan area of Birmingham, *Based on UNIFE World Rail Market Study Forecast 2016 to 2021 the country’s second-largest city, which is located in the Pakistan Ahmedabad (approx. 5.6 million persons) central Midlands region.

［ Locations of International Railway Projects and Overseas Offices ］ Bangladesh India

Mumbai (approx. 12 million persons)

Image of a train in operation Ceremony marking after commencement of start of operations Sri Lanka services for this project

70 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 71 ■Providing Technical Support to Overseas and develop services for travelers visiting Japan. Railway Operators Relationship with Employees In Jakarta, the capital of the Republic of Indonesia, there is extreme traffic congestion, and public ■International Cooperation transportation infrastructure is being developed to Our company actively offers railway-related In order to enhance the power of human In addition, we are striving to keep quality management address this issue. Since the carrying capacity of professionals from overseas the opportunity to resources at a high level through measures such as measuring the existing railways also needs to be rapidly increased, observe our operations; in FY2018, we hosted effects of seminars by implementing questionarries to over a period of three years starting in 2013, we some 1,100 observers from around 60 countries The nature of our work is“to have consciousness attending employees and endeavoring to improve the transferred 476 205-series railcars formerly used worldwide. These observers included government- of social duty and to act up to it” that we should content of training. Safety on the Saikyo Line and other lines to the railway and railway-related persons from various nations support daily life of passengers and contribute to the company that operates Jakarta’s commuting trains, as well as researchers from overseas research progress of the community. In order for JR East Group and during the three-year period starting in 2018, institutes. Their visits play a valuable role in to continue its sustainable growth, it is indispensable we are planning to transfer another 336 205-series promoting mutual understanding. to foster professionals of each area of endeavor railcars, formerly used on the Musashino Line. At who think and act by themselves and are trusted by the same time, to ensure stable operation of the passengers and people in the community. transferred railcars in Indonesia, we have been Therefore, in fostering human resources, we aim to providing support for rolling stock maintenance enhance the power of human resources of the entire

JR East Group by addressing measures to strengthen Society as well as providing various cooperation such as Training for fostering practicing managers inspection and maintenance of rolling stock by crew the managers’ controlling power, to succeed members and service improvements. technologies and to foster human resources including those of the Group companies while responding to In the Republic of the Union of Myanmar, since Observation of maintenance Observation of coupling of 2007 we have also been transferring rolling stock to of Shinkansen railcars Yamagata Shinkansen train the motivation of employees. Myanmar Railways, which operates passenger trains and freight transportations in Myanmar. In 2015, ■Global Contribution through International Institutions ■Focused items to be implemented we transferred 19 diesel railcars (Kiha 40 series/ We actively collect and provide information through Target Focused items to be implemented On-site experience education at technology academy Kiha 48 series) that had been used in the Tohoku international conferences organized by the International Responding to the motivation of

General Environment employees and providing more and Niigata areas, in addition to providing technical Union of Railways (UIC), International Association employees ■Addressing measures to enhance managers’ challenges and growth opportunities support for rolling stock maintenance. of Public Transport (UITP), Community of European controlling power Development Addressing measures to enhance of human Manager Railway and Infrastructure Companies (CER), managers’ controlling power Since the essence of fostering human resources is resources Association of American Railroads (AAR), American with managers at workplaces, we strive to increase Enhancing power of human resources of Group companies Public Transportation Association (APTA), and other entire JR East Group the opportunities to take trainings such as“Newly international railway organizations to which we belong. appointed field leaders training” for the purpose Implementing assured succession of Succeeding Employees of all technologies and skills and education for We have been working toward the global development technologies generations of letting manager-class personnel recognize the learning the nature of work of railways and public transportation and the resolution importance of fostering human resources and of various related issues by serving as president of the revitalization of workplaces.

205-series train in service in Jakarta Service improvement seminar UITP from June 2015 to May 2017 and president of the ■Responding to the motivation of employees and Since FY2018, we have also been implementing following transfer to commuting UITP Asia-Pacific regional assembly since May 2017, providing more challenges and growth opportunities “Training to Create the Work Environment of train company in Indonesia among other activities. With the aim of responding to the motivation of the Future” for employees who are expected In order to showcase features of Japanese railway employees and draw out their potential abilities, we to become field leaders in the near future and systems to overseas railway-related parties, we have have improved our“application-based training.” In our promoting workplace manager development that been actively participating in overseas exhibitions, “training for fostering practicing managers,” which is the supports motivated employees. seminars and so on as well as extending invitations for core of this training, we are developing foreman-class international conferences. employees to become“managers who lead the next ■Addressing measures to enhance the power of generation” by holding training camps lasting around human resources of the entire Group Diesel train transferred to Myanmar two and a half months at the JR East General Training Our company aims at realization of the integrated Group ■Developing Lifestyle Business Overseas Center. In response to the motivation of employees, we management and enhancement of the Group value, By placing“NOBIRU” (“Grow”) in our Life-Style plan to offer the courses to approximately 300 people promoting positive human resource exchanges in terms Service Business Growth Vision (NEXT 10), we are in FY2019—a 20% increase over the previous fiscal of fostering human resources. Specifically, with such leveraging the JR East Group’s track record and year. In addition, we are providing opportunities for programs as the“JR East Group seminar for fostering experience in the domestic market to promote our younger employees to take external seminars, as well as management personnel (General Manager course and lifestyle business even overseas. May 2017 to present May 2017 opportunities for employees who have completed the Section Manager course)” for the purpose of fostering Vice Chairman Ogata is serving UITP Global Public Transport In December 2016, we opened the JAPAN RAIL as President of the UITP Asia- Summit (Montreal) seminars to receive training from external instructors, managements of the Group companies to widen their CAFE in Singapore, which provides information Pacific regional assembly including“Global” and“Technical Innovation” editions. views, and“JR East Group exchange training” for the about tours to Japan and offers a “venue” where Moreover, as a system for further responding to purpose of creating sense of unity among the foreman- locals with a strong interest in Japan interact with employees’ diverse work-related motivations, we are class employees of our company and Group companies, us. Furthermore, in March 2018, we established transferring employees based on open recruitment, we are proceeding with endeavors to enhance the JRE Business Development Taiwan, Inc. a local including employees aiming to become professionals in power of human resources of the entire Group. company which is a wholly owned subsidiary of JR jobs that require specialized skills (e.g., finance, public East and is working to develop business in Taiwan, relations) and employees who wish to pursue activities ■Addressing measures for the succession of raise awareness of the JR East Group brand, in strategic growth areas such as international business technologies support overseas expansion of Group companies, November 2017 UITP Asia-Pacific regional assembly (Tokyo) or tourism strategy. Our company is facing a period of rapid generation

72 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 73 change, and the succession of technologies has become overcome the issues. As part of this endeavor, we are ■Promoting Involvement of Female Employees ○Targets for promoting involvement of female an important issue to us. Therefore, we are proceeding enriching the training facilities at the“General Training JR East Group is supported by the power of employees with a countermeasure of designating employees having Center” and“Skill Training Room” in each Branch Office each single employee. The fundamental attitude ・Aim for a female new graduate employment rate a high level of motivation to foster human resources in order to lead employees to understand the“essence of JR East for its human resources lies in its of over 30% by the end of FY2019. and technology as“Technical specialists,” employees of work” and implement practical and experience- wish to recruit employees chiefly based on their Of the recruited, aim for 40% in the rate of female who have been re-hired after reaching retirement age as based training at each workplace, introduction of crew personal character and real ability, foster them employees who wish to become train crew in the “Advisers” or“Meisters,” who will take pivotal roles to simulation at each workplace and other efforts. taking sufficient time, and let them show off their future. abilities. Among the measures to accomplish this ・Develop an environment where diversified with regard to promotions participation by female working styles are accepted and all employees can Safety Succeed Instinct of Engineers employees, as many employees are working continue working with enthusiasm. under an irregular work schedule, we have treated ・Aim for a female manager rate of 5% by the end

Assistant Manager, Tokyo Electrical Construction & System Integration Office involvement of female employees as a key test for of FY2019. diversity and have been strongly pursuing it with I am a member of the Power Distribution and Planning Section, difficult to keep up with the speed of generational change. focused efforts. As a result of various measures Target by the end of Result (as of April 1, and in my role as a technical specialist, I am involved in human I believe that it is not enough to wait until you are asked a FY 2019 2018) to expand the positions available to women, Female new graduate employment resources development and technology succession for all question; even if people will think of me as being overbearing, Over 30% 30.8% (570 persons) rate workplaces within our office’s power distribution department. I am determined to reach out to younger colleagues, identify including appointment as train crew, in order to Rate of female employees who During this time of rapid generational change, how to quickly and their concerns, teach them the fundamentals, and pass on the realize gender equality, all wish to become train crew among 40% 40.9% (317 persons) accurately pass on the essence of both documented technology technology I have cultivated for 40 years, the ability to sense new graduates employed positions now have working Society and“tacit knowledge”-type technology that is difficult to explain in danger, and the judgment capability and courage required to Female manager rate ５% 4.7% (501 persons) female employees. As we writing is an issue. With the methods used to date, it is becoming consider and resolve problems on your own. want to prolong the careers of female employees, we will The number of female employees occupying local culture, mainly through learning the language while in a swiftly implement necessary important positions such as general managers at Promotion of Diversity Management homestay or at other facilities. measures that develop the head office and branch offices, supervisors We recognize that the strength of JR East Group Due to strong demand from personnel capable of playing of facilities in the field (station managers, etc.), JR East was certified as an lies with the diversified viewpoints and differences employees for this program, an active role in management "Eruboshi" company (the and directors of group companies is on the rise. in values that reflect gender and other attributes, in FY2019 we are planning to going forward. Specifically, highest rank, Grade 3) As of the end of June 2018, we have appointed OJT trainees (Myanmar) from the Ministry of Health, Environment experience and skills possessed by employees and dispatch 150 people abroad, we have set the following Labour and Welfare based one female outside director and three executive others working at the JR East Group. which is 50% more than the previous fiscal year. targets for each stage of on the Act of Promotion officers. of Women's Participation While not only specific employees but also all There is also our "overseas railway consulting OJT "employment," "development" and Advancement in the Rate of female employees out of all 13.4% (7,364 persons) generations from young persons to veteran training program" (for around 30 people), in which and "appointment." Workplace. employees Rate of female executives in directors/ employees work together in mutual cooperation, employees participate in an overseas railway consulting Approx. 7% (4 persons) executive officers we promote "diversity management" with an aim project centering on Japan International Consultants for Transportation Co., Ltd., which is our group company, to create a company group where such diversified ［ Expansion of Employment Opportunities for ［ Changes in Number of Female Managers Over for about three months. Other programs include personnel can exert their capabilities to the fullest. Female Employees ］ Time ］ overseas training (for about 500 people) taking place We make an recruitment plan for each fiscal year and *No. of female employees, excluding directors and executives aim to hire People as planned while forecasting the mostly in Southeast Asia, and altogether more than 600 *Including clerical work-related deputy section managers, (persons) *Value for each job category is on a scale of one to ten （%） 14.0 (persons) field work-related assistant managers, medical work-related head nurses, etc. number of employees required for our services in the employees are provided with opportunities for overseas 13.4% 550 8,000 13.0 501 experience every year. Many front-line employees 7,500 Stations, etc. Conductors Drivers 7,360 future, and hiring and developing our talented human 12.0 500 Medical医療 Maintenance駅など 車掌 Hospitals,運転士 etc.メンテナンス 7,000 850 11.0 Non-medical医療以外 resources. participate in these overseas studies and trainings with Planning病院等 department企画部門 その他Other 休職On leave 450 6,500 10.0 * ※執行役員除くExcluding executive officers the motivation. As an endeavor to improve the language Female女性比率 employment rate 190 6,000 9.0 400 ■Efforts on globalization of corporate culture skills of our employees, we encourage them to take the 5,500 1,340 8.0 350 In addition to the overseas study program for obtaining TOEIC® test at the company’s expense (once a year). 5,000 7.0 6.0 4,500 630 300 MBA, etc. (about 10 persons travel overseas every year) Each year, more than 4,000 employees take the test. 390 5.0 406 4,000 250 3.3% 490 4.0 which we have been offering for some time, we have an In addition, with a view to developing our business 3,500 3.0 200 "overseas experience program", in which employees are overseas, we are striving to recruit global personnel 3,000 1,150 2.0 2,330 150 137 dispatched to various cities in the world (including non- irrespective of their nationality. At present, we have around 2,500 210 1.0 2,000 30 0.0 38 English speaking countries) for three months to experience 300 100 50 employees whose nationality is not Japanese. 1,500 520 30 2,320 50 99 95 1,000 170 10 1,060 0 500 '11'10'09'08'07'06'05'04 '12 '13'14 '15 '16 '17 '18 0 (year) '11'10'09'08'07'06'05'04 '12 '13 '14 '15 '16 '17 '18 A Special Ticket from Today to the Future (year) ［ Female employee retention rate Assistant Manager, Hachioji Electric Power Technology Center, Hachioji Branch Office 10 years after joining JR East ］ After joining JR East, I mostly worked at electrical power Group’s strengths: the ［ Average length of service ］

workplaces in the Hachioji area, but in 2012, I applied to the precision and safety of In 2003 overseas OJT training program and was assigned to a subway our railway operations, the links between our employees, and our Overall Male Female 50％ project in Egypt. After that, I spent two and half years working wealth of experience.

abroad in Thailand in order to set up a maintenance company for Going forward, I will keep working hard on railway equipment Average length In 2008 the Purple Line. maintenance in order to provide a basis for promoting the 19.9 years 21.5 years 10.0 years of service In Thailand, I mainly established the organization for the electrical excellence of Japanese railways around the world. And I will 80％ power department, was involved in recruitment of local personnel, devote particular effort to developing the next generation of and instructed on electrical equipment maintenance. Through employees to ensure that everyone can continue to use our Current (2018) my work overseas, I gained a renewed awareness of the JR East railways with peace of mind into the future. 90％

74 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 75 ■General Business Operator ■Employing Persons with Disabilities ■Various systems aiming to realize work-life or providing nursing care. More than 100 male Action Plan As of June 2018, 2.56% of our workforce consisted balance employees took childcare leave during FY2018, JR East has formulated "general of employees with disabilities. These members Believing that achieving a healthy work-life and approximately 20% of all employees taking business operator action plans" of our staff work alongside other employees in a balance will produce a synergistic effect, JR East childcare leave were men. in line with the Act of Promotion broad range of positions. We further increased is proceeding with various initiatives such as We are also providing support through activities of Women's Participation and our ability to employ people with disabilities in revamping its systems. such as seminars for supporting the achievement Advancement in the Workplace April 2008, when we established JR East Green In order to address working irregular hours, of balanced work and home life. As a result, our and the "4th phase general Next-generation Partners Co., Ltd. which was charged with the task we have introduced initiatives such as“shorter employee retention rate is steadily growing. certified logo of promoting their employment and helping us working hours” and “fewer working days.” business operator action plan" ("Kurumin") Safety based on the Law for Measures to meet our social responsibility to improve the work Furthermore, as of April 2018, we had opened Support the Development of the Next Generation. environment for such employees. eight workplace daycare facilities that can provide Duration: April 2016‒ March 2019 24-hour childcare, and we plan to open more in In November 2008, August 2012 and in January the future. 2018, we were certified by the Minister of Health, In April 2018, we improved the“banked leave Labour and Welfare as a company supporting the JR East Green Partners Co., Ltd. system” for accumulating paid leave that would upbringing of the next-generation of children. have been forfeited by increasing the number JR East Green Partners, a special JR East of reasons for which it can be applied and the

■Initiatives to Promote Understanding of LGBT subsidiary, was started in April 2009 number of days that may be accumulated. The Society Employees and charged with the task of overall system has been revised so that leave may be With the aim of promoting understanding of LGBT management of uniforms used in JR East. taken for reasons such as child care, nursing care, employees, we are undertaking initiatives based on Since then, the subsidiary has begun medical examinations, etc. Also, in order to dispel the following approaches: additional business such as printing, tree gender role stereotypes by encouraging male 1) Understanding sexual minorities planting maintenance and management, employees’ involvement in child care, we have 2) Changing systems and conventional standards and collecting, delivery and sorting of newly introduced“spousal childbirth leave.” These 3) Raising awareness and transforming perceptions business items in our continued efforts to initiatives have greatly expanded employees’ Specifically, through various training courses and expand work opportunities for people with options with regard to working while raising a child A seminar for supporting the achievement of balanced work and home life (childcare) seminars aimed at executives, employees, Group disabilities. Environment companies, etc., we are conducting educational In addition to employing people with activities to provide a deeper understanding of sexual disabilities, JR East Green Partners now minorities (LGBT). Moreover, in October 2017, we cooperates with support organizations and ［ Number of employees taking childcare leave ］ included a section on LGBT in the Compliance Action special support schools and provides work （persons） Plan Handbook and educated all employees about training opportunities for disabled persons wishing to secure corporate positions. By 600 562 it. These initiatives have received positive feedback, 530 Male employees and JR East was awarded the highest rating of“Gold” carrying out a broad range of activities, the 487 500 Female employees in the 2017 PRIDE Index (an index evaluating LGBT company supports the entire JR East Group 408 in the fulfillment of its social responsibilities. 390 initiatives by companies and organizations). 400 We are also enhancing our systems. In April 2018, our 330 292 456 HR system and benefits program were updated to 300 444 256 412 recognize same-sex partners of LGBT employees. 342 191 350 200 171 155 280 142 134 260 111 235 ■Diversity promotion with the entire JR East 93 100 162 177 Group working as one 136 129 144 104 89 106 66 75 86 We are addressing measures to establish 32 50 40 0 7 4 6 5 11 9 14 21 corporate culture in which all people working in '04 '05 '06 '07 '08 '09 '10 '11 '12 '13 '14 '15 '16 '17 '18 （fiscal） the JR East Group will mutually recognize diversity, under the theme,“Creating sense of unity” in

the entire JR East Group. In addition, we have Uniform sorting provided information for the purpose of deepening each company’s endeavors in future, by holding Creating a work environment that facilitates in December 2017 the“JR East Diversity Forum,“ taking childcare leave through which successful examples of each Group company were shared by all companies, and other Assistant Manager, Hachinohe Maintenance Center, Morioka Signal and Telecommunication Technology Center, Morioka Branch Office events. When I took childcare leave, I was a member of the Signalling Today, although my Moreover, since 2010, we have also been and Communications Section in the Facilities Department at workplace has changed implementing networking activities in the the Morioka Branch Office, where I was involved in process as I became a manager, I management and ordering for various construction projects. believe that encouraging respective organizations in which we discuss Plant maintenance in collaboration with local communities At that time, since I was entrusted with important work, subordinates who need issues such as“diversity” and“work-life balance” it actually required quite a lot of courage for me to apply to take child care leave via cross-organizational connections that transcend for childcare leave. However, when I discussed it with my will be the repayment. I am therefore striving not only to individual workplaces and job categories. supervisor, senior colleagues, and other co-workers, they thoroughly manage my team’s work but also to develop encouraged me, saying,“Work is something you can leave to a system that enables work to be surely passed between us. Taking care of your family is something only you can do.” employees.

76 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 77 ■Promotion of“Renovation of way of working” During this time of major upheaval in the employees and spouses aged 35 or over) Furthermore, we are undertaking initiatives that The JR East Group views“renovation of way of environment surrounding our company, in order ・Influenza vaccination (FY2018: vaccination rate of encourage employees and their families to think working” as follows: for the JR East Group to achieve sustained growth, 77.2%) about human rights, such as articles on everyday ・“Advancement of our work” by improving it is essential that we ensure that the younger ・Breast cancer and uterus cancer examinations (for human rights issues in our internal magazine and productivity through work reform and making generation inherits fundamental technical skills and female employees under 35; participation rate in calling for human rights promotion slogans. employees focus on“creative roles that only humans expertise from our veteran employees. FY2018: 32.8%) We have also joined the Industrial Federation for can do”. Beginning in FY2019, with the aim of applying the ・Special health guidance (for employees aged 40 Human Rights, Tokyo, and are actively involved ・Achieve sustained growth for both employees and expertise possessed by retired employees not or over; implementation rate in FY2017: 43.9%) in external activities as well, such as information the Group through fostering an open corporate just at our Group companies but also in areas exchange and mutual education initiatives Safety culture and creating rewarding work for all such as business operations, HR development, and Mental Health Care with other member companies, and apply the employees in the Group by“expanding the range further technology succession at JR East, we have ・Stress checks (for all employees; participation rate information we obtain to our internal activities. of fields for career development”. expanded the scope of the work done by elder in FY2018: 78.9%) ・Achieve happiness of the Group’s employees and employees and also partially revised their working ・Distribution of“Kokorono Self-care” booklet (to all their families through making them have“a sense conditions from the standpoint of making their employees) of achievement and satisfaction in their work” and work more rewarding. ・Conducting mental health-related training (for “improving their working conditions”. onsite supervisors) In order to achieve the future sustainable ■Consultation Desk for Diversity

development of the JR East Group in alignment In February 2017, we opened the“Consultation Health education and fostering awareness Society with this vision, we believe it is necessary to Desk for Diversity” as a system for providing ・Providing training materials such as health-related urgently move forward in a time conscious manner individual consultations including those about e-learning (for managers) with measures relating to the issue of“work career support and support for the achievement ・Conducting education and training for new reforms and productivity improvements” based of balanced work and childcare and nursing to employees and others of the young generation on technological innovation and the promotion of employees who need them, including those with ・Providing health information via our internal Human Rights Seminar diversity. In the Planning Department in particular, disabilities, those having foreign nationalities, and magazine and intranet where there is a tendency to work long hours, sexual minorities (LGBT). ■Company Sports Initiatives we are aiming to improve productivity by using In addition, if an employee requires a medical Company sports teams such as the JR East

RPA to streamline tasks and by realizing a flexible examination at a health care facility, we support Hardball Club (Tokyo, Miyagi), JR East Running Environment work style based on work style reforms such as their health needs in collaboration with two Team (Tokyo), JR East Women’s Judo Club telecommuting, and office innovations, in order to hospitals under our management, the JR Tokyo (Tokyo), and JR East Basketball Club (Akita) are address the issue of long working hours and make To Improve Working Environment General Hospital and JR Sendai Hospital. active while based in their respective regions employees’ work more rewarding. These initiatives have received positive feedback, and actively contributing to their communities by ■Health Management resulting in JR East being designated as a Company organizing initiatives such as sports classes for *RPA is the abbreviation of Robotic Process Automation. The aim is to have robots automate the work process. At JR East, based on our belief that employees’ with Excellent Health Management (White 500), local elementary schools. well-being is fundamental to our business, we are a joint initiative of the Ministry of Economy, Trade ■Elder Employee System implementing various measures to maintain and and Industry and the Nippon Kenko Kaigi (Japan As a means of enabling retired employees to improve their health, particularly through dedicated Health Conference), in both 2017 and 2018. enjoy more stable life-planning until they reach departments at the head office and branch offices, the age when they start receiving their full pension the JR East Health Promotion Center, JR Sendai and to promote HR development and technology Hospital Health Management Center, and seven succession by leveraging these employees’ other railway staff health checkup centers. individual knowledge and skills at Group companies, we established an Elder Employee Disease Prevention System in FY2009. ・Comprehensive medical examinations (for

Judo class given by Women’s Judo Club Promoting Health Measures ■Human Rights Enlightenment Chief Nurse, JR East Health Promotion Center In order to clarify our system for educations our employees on the necessity for enhanced At the JR East Health Promotion Center, we provide special their health is inspiring for human rights, we have established a human rights health guidance (Smart Shift courses) for employees deemed staff such as myself, who to have metabolic syndrome or be at high risk of developing feel a sense of reward as enlightenment promotion committee at the head it, based on the results of routine medical checks or we are providing health guidance. office, which is working to improve awareness of comprehensive medical examinations. Employees’ well-being is an asset for the company. Going human rights by holding seminars on this topic Special health guidance was designated in the Act on forward, in order to support effective and enjoyable health and training for employees who are in charge Assurance of Medical Care for Elderly People in 2008, and we improvement for employees, I will keep working to develop of human rights promotion. In addition, we are have adopted it as one of our measures for promoting health. customized health guidance suited to the needs of each striving to establish an inclusive corporate culture It is offered on an ongoing basis for half a year. Seeing individual by emphasizing their own individuality. for everyone. participating employees making an active effort to improve “Basket Clinic” held by Peckers, the basket ball club of Akita Branch Office

78 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 79 ■Committee on Ecology "Environmental Management Office" was established Basic Concept for Established in 1992 as a top management in our Management Planning Dept., and oversees organization to promote environmental activities environmental management for the entire JR East Ecology Promotional and chaired by the executive vice president of JR Group. Activities East, the Committee on Ecology Promotion surveys the environmental impact of business activities, ■Compliance with environmental laws and sets environment-related targets, implements regulations ■Basic philosophy and basic policies for promoting environmental conservation activities and monitors There were no major violations of environment- progress toward target achievements, etc. which is related laws and regulations resulting in penalties in

ecological activities(established May 1992, partially Safety revised in September 2012) also examined by top management. Furthermore, the FY2018. The JR East Group formalized its basic philosophy and policies in 1992 and established activity ［ Organizational structure to promote environmental management (as of July 2018)］ guidelines in 1996. Our specific environmental protection measures are Executive Vice President (in charge of Corporate Planning Headquarters) based on these. 【Basic philosophy】 Committee on Ecology Chair: Executive Vice President (in charge of Corporate Planning Headquarters) • The entire JR East Group, as a member of society, Vice-Chair: An Executive Vice President (other than the chair),Director-General of Corporate Planning Headquarters will diligently strive to balance global environmental Society Members: Director General of Technology Innovation Headquarters, Director-General of Departments at Head Office Branch Offices, etc. International Affairs Headquarters、Directors-General of Railway Operations protection with our business activities. Headquarters, Lifestyle Business Development Headquarters and IT & Suica Business Development Headquarters, General Managers of Management 【Basic policies】 Planning Dept., Investment Planning Dept. and Director General of Technology Committee on Ecology at Branch Offices Innovation Headquarters (Technology Planning Department), Director of • To contribute to creating a global environment Research & Development Center of the JR East Group Environmental General managers and department managers of Engineering Research Laboratory Branch Offices for the future through our business activities for our Secretariat: Management Planning Dept. customers and local communities. • To develop and provide the technology needed to Main activities

Promotion of environment conservation activities at each work place, promotion of environment management as protect the global environment. Environmental management a whole group, management of environmental targets and publication of environmental activities, etc. • To maintain our concern for the global environment Reduction of CO2 emissions through reduced electricity use and new energy technologies, Measures to prevent global warming and raise global environmental awareness of our reduction of CO2 emission volume throughout the entire transport system, etc. Environment Recycling of wastes from stations and trains, reduction and recycling of industrial waste, Measures for resource circulation employees. eco-friendly procurement, etc.

Chemical substance management Management of ozone depleting substances, chemical substances, PCB, etc.

■Activity guidelines for the promotion of ecological Environmental activities Measures against noise, utilization of spring water in tunnels, conservation and Environment activities (established March 1996 and partially along railway lines utilization of railway trees, proper use of herbicide, etc. revised in February 1998 and September 2012) 1. While working to reduce total energy consumption by enhancing energy efficiency and introducing cleaner forms of energy, we Environmental Management endeavor to reduce CO₂ emissions, a contributor to global warming. for railway operations (compared to FY2014) by Management of Environmental Goals 2. We ensure the proper management and accelerating the reduction pace to FY2021 through processing of environmental pollutants and activities such as installation of power storage ozone-depleting substances, in compliance with ■FY2031 goals facilities, using renewable energy, and increasing laws and regulations. Moreover, we do our best With the 21st Conference of the Parties to the introduction CONTENTS to reduce generation of such substances and the United Nations Framework Convention on of E235 series ▲6.2% Basic Concept for Ecology adopt environmentally responsible substitutes Climate Change (COP21) held in December 2015 trains. Promotional Activities…80 as much as possible. adopting the Paris Agreement which will be a In addition, we Energy consumption ▲25% 3. We ensure the appropriate processing of new international framework for global warming aim to achieve Environmental management…81 various types of waste generated at our offices, countermeasures after 2020, JR East has set further system Measures to prevent establishments, stations, trains, and other environmental goals to be achieved in FY2031. innovation such locations. We strive to recycle waste and to as enabling Category of global warming…86 Performance Targets to be met reduce its generation, and to use more recycled environmental energy-saving indicators by FY2031 Measures for resource and resource-saving products to minimize the conservation activities automated circulation…95 burden we place on the environment. Energy operation. consumption from 25% reduction FY 2014 FY 2021 FY 2031 4. We respect the natural environment, which Chemical substance railway business (compared to FY2014) nurtures diversified life, and endeavor to reduce Measures to prevent activities management…97 global warming CO₂ emission ○40% reduction of CO₂ emission volume from noise and vibrations caused by train operations, 40% reduction volume from (compared to FY2014) railway operations (compared to FY2014) Environmental Conservation thus achieving harmony with the environment railway operations Activities along Railway Lines…98 along railway lines. Based on the assumption that power company 5. We are looking carefully at the impact of emission factors will be 0.37 kg-CO₂/kWh in railways on the environment once again, in ○25% reduction of energy consumption for railway FY2031, we have set goals on CO₂ emission order to enhance the environmental superiority operations (compared to FY2014) volume, and a 25% reduction in energy of railways and to spread that awareness Towards realizing the FY2031 goals, we pursue consumption. throughout the world. achieving a reduction of 25% energy consumption

80 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 81 ■State of progress toward FY2021 goals Note: External Assurance on environmental Progress of Environmental Management by Entire Group performance and environmental accounting data ○FY2021 Goals KPMG AZSA Sustainability Co., Ltd. has been engaged to provide external assurance on a set of selected environmental Since 1996, JR East has been conducting performance and environmental accounting indicators so that ■JR East Group’s environmental impact environmental conservation activities with a focus the reliability of the data is ensured. The particular indicators that are assured are marked with a ☆ for clarity. ［ FY2018 Results ］ on specific goals. INPUT Quantities in parentheses（ ） are for FY2017 Figures in parentheses are in comparison to FY2014 JR East’s business operations JR East Group companies’ business operations Category of environmental Reference value Safety Performance indicators Unit FY2021 goal FY2018 result conservation activities (FY2014) ● Electricity 5.05 billion kWh*1（5.04 billion kWh） ● Electricity: 0.79 billion kWh（0.76 billion kWh） Energy consumption from railway business 48.5 50.6☆ Billions of MJ 51.7 ● Fuels: Crude oil equivalent 81 thousand kL Energy use☆ ● Fuel: Crude oil equivalent 74 thousand kL activities (6.2% reduction) (2.1% reduction) (73 thousand kL) *2 (73 thousand kL) Electricity consumption for train 2.36 2.44☆ kWh/car-km 2.49 Measures to operation (Shinkansen lines) (5.1% reduction) (1.9% reduction) 11.70 million m3 (10.88 million m3) Water use☆ 9.35 million m3 (9.32 million m3) prevent global ☆ warming Electricity consumption for train 1.46 1.50 kWh/car-km 1.59 operation (conventional lines) (8.3% reduction) (5.6% reduction) 1,535t（1,614t） ☆ 1,089t（1,108t） (of which 96% (96%) is recycled paper) Office paper use (of which 83% (81%) is recycled paper) Energy consumption at branch offices, 0.0366 0.0379☆ kL/m² 0.0407

etc. (10.0% reduction) (6.9% reduction) Society Operating revenue 2,093.2 billion yen OUTPUT Operating revenue 856.9 billion yen Progress of Environmental Measures 3 4 ☆ 3 4 2.12 million t-CO2（ 2.18 million t-CO2）* * CO2 emissions 0.51 million t-CO2 (0.51 million t-CO2)* * Category of environmental Performance indicators FY2021 goal FY2018 result conservation activities ● Offices 2,642t（2,159t） Implementation of more ecoste Model ● Stations and trains 33,026t（34,064t） Total of 12 Stations Total of 9 Stations Stations ● General Rolling Stock Centers, etc. 608t（601t） ● Tickets 282t（292t） General waste 84,804t（84,236t） Measures to 5 Switching Platform and Total of 36 thousand units Total of 39 thousand units ● Other field office* 1,009t（ 985t） discharged☆ prevent global Environment Concourse Lighting to LEDs (reduction of 83 million MJ) (reduction of 84 million MJ) ● Power plants 14t（10t） warming Total 37,581t（38,111t） Improving Efficiency of Large-scale Total of 10 Locations Total of 7 Locations Air-conditioning Systems (reduction of 82 million MJ) (reduction of 61 million MJ) ● Construction projects*6 482,914t（512,933t） ● General Rolling Stock Centers etc. 23,711t（23,528t） ● Medical waste 193t（184t） Industrial waste 5 ● Other field office* 2,214t（ 1,089t） ☆ 40,777t（30,405t） ● Power plants 71t（154t） discharged Annual Targets through FY2021 ● IC ticket card 84t（90t） Total 509,186t（537,978t） Category of environmental Performance indicators Goal FY2018 result conservation activities *1 Electricity: Both electricity generated in JR East’s power plants and used internally and electricity purchased from electric companies are included. Measures to Reduction Rate of Energy Consumption Every year 1% reduction in each group prevent global Intensity of Each JR East Group 2.3% reduction by all group companies Please refer to the "JR East Energy flow map" on page 87 for details about electricity generation and use. *2 Fuels: Natural gas and other fuels used for company warming Company generating electricity in JR East’s thermal power plants are not included. *3 CO₂ emissions by Scope: Scope 1 emissions of the entire Group are 1.52 million tons CO₂☆ and Scope 2 emissions 1.65 million tons CO₂☆. (please see page 88) *4 CO₂ emissions attributable to electricity purchased from

Recycling rate for waste generated at ☆ external suppliers are calculated based on the adjusted emissions coefficient. *5 Other field office: Technical centers, equipment maintenance centers, 94％ 94％ stations and on trains and other locations such as train crew depots. *6 Construction projects: Waste generated by our construction projects, but for which contractors legally become the waste-discharging entities, is included in industrial waste.

Recycling rate for waste generated at ☆ 96％ 95％ General Rolling Stock Centers, etc. Measures ■JR East recycling rate☆ ■Entire JR East Group recycling rate☆ ■Group companies recycling rate☆ for resource Recycling rate for waste generated in ☆ circulation 96％ 94％ facility construction projects. General waste General waste General waste （37,581t） 67％ （122,385t） （84,804t） Implementation Rate of Recycling by 92％ 56％ 100％ 100％ （82,323t） Group companies （34,544t） （47,778t）

Recycling rate Recycling rate Recycling rate Environmental Setting of numeric targets by Each JR Targets to be revised continually Established management East Group Company

Industrial Industrial waste Industrial waste Targets for Group companies waste （549,964t） （40,777t） （509,186t） 94％｠｠｠｠｠％ 93％ 85％ （478,792t） （513,620t） （34,829t）

Recycling rate Recycling rate Recycling rate

廃棄物処理についての考え方 Definition ● 廃棄物には「有価物」を含みます。 of waste disposal ・ Waste ● 清掃工場includes等で処理される一般廃棄物や、中間処理として焼却される産業廃棄物 salable waste. の中で、サ ー マ ル リ サ イ ク ル ※されている場合は、 ・ Recycling リサイクルとして扱っています。 includes thermal recycling* where general waste is treated at incineration plants etc. and industrial ※サーマルリサイクル 廃棄物を燃やした時の排熱を回収して蒸気や温水をつくり、発電や給湯等に利用するリサイクル手法のこと。 waste is incinerated as intermediate treatment for heat recovery. * Thermal recycling is a recycling method in which the heat arising from the incineration of waste is used to create steam and hot water, which in turn are used to generate electricity and for hot-water supply.

82 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 83 Environmental Accounting and Environmental Management Indicators Progress of Environmental Conservation Activities at Each Workplace

In FY2018, our environmental conservation costs These are calculated by dividing CO₂ emissions, ■Creating an environment-conscious culture by promoting "JR East Eco Activities" at each work amounted to approximately 13.5 billion yen in which are a major factor in our environmental JR East believes it is important to promote place, developing leaders through environmental investments and 20.6 billion yen in expenses. By impacts, by operating profits, which represent environmental activities with clear goals education, and sharing recognition of outstanding introducing new type of cars, we estimate we will our economic value added. A smaller value of established for the entire JR East Group, and to environmental efforts through the presentation of reduce CO₂ emissions by about 120 thousand tons the indicator means that we are making a smaller have every employee actively involved. We are awards. per year. impact on the environment to create the same expanding the scale of our environmental activities Safety JR East has its own Environmental Management economic value added. For FY2018 the value Indicator to assess the relation between our of the indicator was 5.37t- CO₂ /million yen, business activities and environmental impacts. compared to 9.45t- CO₂ /million yen for FY1991. Eco-Friendly Exhibit on the Frontlines

［ Environmental accounting for fiscal year ended March 2018☆ ］ （ ）:FY2017

Environmental Economic benefit conservation costs Chief Conductor, Yokohama Transportation Depot, Yokohama Branch Office, Category Environmental conservation benefits in relation to of environmental (billion yen) environmental targets conservation activities (billion yen) Investments Expenses At the Eco-Friendly Promotion Committee where I work consciousness. Environmental as a leader, we operate under the mantra,“Let’s actively In the future, we hope Society conservation (pollution 5.31（4.80） 12.07 ー ー prevention) activities （12.72） engage in eco-friendly activities that everyone can do! to utilize other eco- along railway lines Tackling eco together.” friendly exhibits and Energy consumption from railway business activities 50.6 billion MJ In FY 2018, we held an eco-friendly exhibit inside our events such as eco- Shinkansen 2.44 workplace to raise our employee’s eco-consciousness, cap art, which uses the kWh/car-km Global environmental 8.16 ー Electricity used for railway operations exhibiting slippers made of newspapers, which are useful bottle caps of plastic conservation activities （10.88） per unit of transport volume 10.24（12.82） Conventional Lines in disasters, eco-friendly scrubbing brushes made of bottles, to not only 1.50 kWh/car-km acrylic yarn, etc. An employee who participated gave engage our employees Energy consumption per unit of floor 0.0379 kL/m² area at branch offices, etc. a favorable review saying,“I physically felt closer to but also allow our clients and people in the community Recycling rate for waste generated at 94％ eco,” and it was a good opportunity to entrench eco- to enjoy eco-friendly activities.

stations and on trains Environment Recycling rate for waste generated at Resource circulation ー 6.46（5.64） 95％ 1.78（1.05） activities General Rolling Stock Centers, etc. Recycling rate for waste generated in construction projects 94％ Environmental ー 0.36（0.35） ー ー management ■Environmental education & training system ■Internal environmental audits Environmental research & development ー 1.70（1.62） ー ー For effective environmental management, it is At our General Rolling Stock Centers and others Social activities ー 0.03（0.03） ー ー essential that all employees have appropriate which obtained ISO 14001 certification, in- Total 13.47 20.62 12.02（13.87） knowledge on environmental issues. We provide house auditors are trained through external （15.68） （20.36） environmental education lectures to our employees training programs, and conduct routine audits at Notes 〈Notes on calculation of environmental conservation construction projects are calculated by multiplying in training in order to develop environmental the centers in order to evaluate environmental Capital investment for the period: 452.8 billion yen costs and benefits〉 waste volume for FY2018 by standard unit costs for the Total R&D costs for the period: 18.1 billion yen type of waste in that region. activists in the local organization of JR East and activities. (Consolidated) Environmental conservation costs ○Data are for East Japan Railway Company only Environmental conservation benefit group companies. (i.e.,non-consolidated data) . ○Environmental conservation benefits are calculated The above table’s relations up to with the table for ○Environmental conservation costs are mainly based based on figures set as our environmental targets. Targets and Results is as follows: on data available in the current management system. Economic benefit of environmental conservation Education of environmental-activity promoters at ［ ISO14001-certified facilities ］ “Environmental conservation activities along railway ○To date, we have declared the total amount of activities each organization of JR East and group companies lines” =“Environmental activities along railway lines” investments in energy-saving rolling stock, but ○Economic benefit of global environmental Year and month of Certified facilities and“Chemical substance management” starting from FY2016, we will not declare amounts conservation activities is calculated by multiplying 「Training of those responsible for the environment」 certification “Global environmental conservation activities” = corresponding to upgrades of aging rolling stock. annual savings (estimates are used in some cases) 〈JR East〉 “Measures to prevent global warming” and ○Expenses do not include depreciation charges. in electricity and repair costs resulting from the ○In the costs for resource recycling activities, expenses introduction of energy-efficient trains by the expected “Chemical substance management” Kawasaki Thermal Power Plant Mar-01 for treating waste generated at stations and by trains useful life, to determine useful-life economic benefit. ● Persons trained: those responsible for the “Resource circulation activities” = “Measures for environment at local organizations, etc. resource circulation” are calculated by multiplying the allocations by the ○Income from the sales of waste generated at General Tokyo General Rolling Stock Center Mar-01 expenses for cleaning stations and train cars, based Rolling Stock Centers and through construction ● Objective: improvement of ability in environment- “Environmental management” = “Environmental on a model for cleaning stations and trains. projects is included in economic benefit of resource management” and“Environmental communication” related matters as trainers to field offices, etc. Omiya General Rolling Stock Center Feb-02 ○In the costs for resource recycling activities, the circulation activities. ● Number of participants: 13 “Environmental research & development” =“Research Shinkansen General Rolling Stock expenses for treating waste generated through Nov-02 & development” Center “Social activities” =“Environmental communication” 「Environment countermeasures of Shinkansen Koriyama General Rolling Stock Center Dec-03 ［ JR East’s Environmental Management Indicator☆ ］ practical training」 Nagano General Rolling Stock Center Feb-05 （t-CO2/million yen） CO2 emissions/operating profit （%） ● Persons trained: those responsible for the 100 (t-CO2/million yen) 12 100 environment at each Branch Office Akita General Rolling Stock Center Jul-05

CO2 emissions/operating profit ● Objectives: learning of basic knowledge about (% of level in FY1991) relevant rules and regulations for noise and 10 Year and month of 76 vibration Certified facilities ● Number of participants: 10 certification 68 69 67 Environmental Management Indicator 〈Group companies〉 8 59 環境経営指標 56 57 「JR East Group Environmental Management Environmental Impacts CO2 emissions（t-CO2） Promotion Conference」 East Japan Eco Access Co., Ltd. Nov-99 ＝ 環境負荷＝ CO2排出量（t-CO2） Economic Value Operating＝ profit 6 50 Nippon Restaurant Enterprise Co., Ltd. ＝ ●Persons participating: those responsible for the Sep-02 Added (EVA)経済的付加価値 (million営業利益（億円） yen) (CK headquarters) environment at all group companies (twice a year) JR East Mechatronics Co., Ltd. Mar-08 4 9.45 6.42 7.22 6.55 6.32 5.27 5.61 5.37 ●Objective: promotion of environmental East Japan Marketing & management for the entire JR East Group Aug-08 Communications, Inc. 2 JR East Railcar Technology & Dec-10 Implementation of training and lectures on the Maintenance Co., LTD.

0 0 environment in Branch Offices Japan Transport Engineering Company Oct-14 ’91 (Base value) '12 '13 '14 '15 '16 '17 '18 (fiscal)

84 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 85 ☆ Environmental Communication Measures to Prevent ［JR East Energy flow map ］ Sources of Inputs Energy consumption ■Development of Environmental Education by Global Warming electricity Delivering Lectures on Request In FY2010, to contribute to the development of a JR East Head Office, Branch Office buildings, etc. The Energy ■Energy conservation and CO₂ reduction City gas, thermal plant Saving Act sustainable society, JR East initiated environmental (0.03 million t-CO₂) 1.92 billion 0.08 billion kWh (factories, etc.) education programs for children to understand Railways are an environmentally friendly mode natural Electricity gas kWh 33% environmental issues and their relationship to of transportation that accounts for a low share Safety society. JR East employees working in each area of the total CO₂ emissions produced by the Conventional line operation* are visiting neighboring schools for the programs. transportation sector relative to their share of JR East 2.61 billion kWh (0.99 million t-CO₂) In FY2018, the program was implemented at 80 transportation volume. hydroelectric plant schools, primarily elementary schools, in the JR However, JR East consumes around 5 billion kWh 5.86 Shinkansen line operation The Energy of power each year, which is a massive amount 1.37 billion billion kWh Saving Act East area. As these initiatives were well-received, kWh 23% 1.35 billion kWh (0.51 million t-CO₂) (transportation) corresponding to approximately 1.4 million 5.05 billion kWh we received an Excellence Award at the Career 5.51 households. Education Awards sponsored by the Ministry of billion MJ Stations, Rolling Stock Centers We will therefore strive to save energy for train Economy, Trade and Industry in FY2018. Fossil 1.01 billion kWh (0.39 million t-CO₂) operation, which accounts for about 80% of our fuels, Purchased Society total energy consumption, and furthermore, it will etc. 2.56 billion kWh 44% Supply to other companies, including stores in be necessary to conduct energy saving activities station buildings and other company train operation, even in offices and others. in our stations 0.81 billion kWh

The energy flow map shows the flow of energy from input through consumption. Power supplied by our own power plants and power companies Head Office, Branch Office buildings, etc. The Energy is used for train operation and for station and Crude oil Saving Act 9 thousand kL (0.02 million t-CO₂) office lighting and air-conditioning. Diesel fuel and Diesel fuel, equivalent (factories, etc.) kerosene,

kerosene are also used to operate diesel trains 軽 油・灯 油・ Environment Class A 81 and stations and office air-conditioning. A重油・ Conventional line operation* heavy oil, thousand Delivering Lectures 27 thousand kL (0.07 million t-CO₂) 都市ガスcity gas, kL The Energy などetc. Saving Act ■Initiatives for: environmental activities of the (transportation) Shinanogawa Power plant ［ CO2 emissions per transportation amount 3.14 Stations, Rolling Stock Centers billion MJ In July 2016, we opened the "Citizen house; Ojiya (FY2017 passengers)］ 45 thousand kL (0.11 million t-CO₂) Shinanogawa Hydroelectric Plant House" as a part

of popularization activities for the Shinanogawa 2.12 million t-CO2 Hydraulic Power Plant to give the opportunity to learn about the mechanism of hydraulic power （CO₂ emissions are the amount calculated with‘ adjusted’ emission coefficients） generation which is a source of clean energy. We Personal 141141 * Including BRT (Bus Rapid Transit) have been popular among the people of the local automobile community, and in December 2017, the number of ●Boundary ●Calculation method Though, in principle, the boundary for energy consumption is Energy consumption was calculated by the method defined by the visitors reached 100,000. Airplanes 9898 only JR East, it nonetheless includes energy consumption for the Energy Saving Act. Also that, we release juvenile salmon as a part of applicable operations of the companies with whom we entrust ●Hydraulic power generated by JR East initiatives to harmonize water usage and the river station operations. On the other hand, the energy consumption of The foregoing energy consumption is calculated by the idea of the shops on station premise which are operated by group companies Buses 6767 Energy Saving Act, but hydroelective power generated by JR East is environment of the Shinanogawa River with the is not included in the boundary. Thus, we match the boundary for calculated by multiplying by 9.76MJ/kWh. For hydroelective power people of the local community. the energy consumption for the entire JR East business with that of generated by JR East, reports required by the Energy Saving Act are transportation, plants and others defined by the Act on the Rational reported by the 0 MJ. Railways 2020 Use of Energy (the Energy Saving Act).

☆ 0 50 100 150 200 ［Composition of energy consumption by JR East ］ (g-CO2/person-km) Source: Ministry of Land, Infrastructure, Transport and Tourism website (Billion MJ) 60 51.7 52.3 51.7 51.1 50.8 50.2 50.6 50 16 14 13 12 12 11 11 10.8 10.7 （3％） （3％） 11.4 （3％） 11.4 （2％） 11.1 （2％） 11.1 （2％） 11.2 （2％） （21％） 40 （21％） （22％） （23％） （22％） （22％） （22％） Ojiya Shinanogawa Hydroelectric Plant House 11.1 11.8 11.5 11.9 12.6 12.5 12.7 30 （21％） （22％） （22％） （23％） （25％） （25％） （25％）

20 28.4 28.3 27.5 26.6 25.9 25.5 25.6 （55％） （54％） （53％） （52％） （51％） 10 （51％） （51％）

0 '12 '13 '14(baseline year) '15 '16 '17 '18 (fiscal)

Head Office, Branch Office buildings, etc. Shinkansen line operation Stations, Rolling Stock Centers Conventional line operation

86 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 87 ■Trends in CO₂ Emissions of JR East☆ capacity of 741 thousand kW. The plant uses ■Diesel-powered, electric-motor-driven hybrid For Shinkansen cars, LED lighting has been Our CO₂ emissions in FY2018 totaled 2.12 million combined-cycle power generation units* with railcars and the accumulator railcar train introduced on newly produced E5-series trains and tons, a decrease of 30 thousand tons compared improved efficiency and switched fuel from oil The Kiha E200 type cars, which entered service E7-series trains. to FY2014 (the baseline year). This is due to an to natural gas when the plant was renovated on the Koumi Line in July 2007, are the world’s At the end of March 2018, a little over 20% of cars improvement of the CO₂ emission coefficients of JR to reduce CO₂ emissions. Unit 1 is currently first diesel-powered, electric-motor-driven hybrid owned by JR East, including newly manufactured East’s electric power due to an efficient operation undergoing construction that will update it from railcars. Compared with the previous trains, fuel cars and renovated of its Kawasaki Thermal Power Plant and other kerosene to natural gas, targeting operation in consumption rate has been reduced by about 10% cars, have LED factors. In this report, we are also reporting CO₂ 2021. and the noise level of the trains idling at stations lighting. We are emissions in Scopes 1 and 2 in accordance with *A combined-cycle power generation unit is a power generation unit that and accelerating on departure has been lowered determined to Safety combines gas turbines propelled by combustion of gas with steam turbines by 20–30 dB. Moreover, starting from October continue making the definition of the GHG Protocol*. driven by steam from the exhaust heat. We are moving forward with activities to reduce to December 2010, we began operating the HB- efforts for further E300 Series, a new type of resort train equipped energy saving in LED railcar lighting all CO₂ emissions resulting from our business ［ CO2 emission factor and power generation activities by calculating CO₂ emissions* in Scope 3 efficiency at the JR East thermal power plant☆ ］ with a hybrid system similar to the Kiha E200 type, railway operations. and identifying supply chain emissions. in the Nagano, Aomori and Akita areas, and in （%） （kg-CO₂/kWh） *GHG protocol The standard for calculation and reporting of greenhouse gas May 2015, we began operating HB-E210 Series ■Effective Use of Regenerative Power 60 0.750 emission which was formulated by the organization which was established cars on the Senseki-Tohoku Connecting Line. As a measure to reduce energy consumed from mainly by the WRI (World Resources Institute) and WBCSD (World Business Council for Sustainable Development) Additionally, as a new measure toward reduction ground installations for train operation, we are *Supply chain CO₂ emission Sum of Scope 1, 2 and 3 which is the CO₂ of the environmental burden in non-electric zones, proceeding with efforts to make more efficient use Society emissions resulting from the whole organization activities of business operations such as raw material procurement, production, capital investment we are proceeding with the development of an of regenerative power generated by trains when 0.490 0.488 goods, business trips, commuting and others. accumulator system, which debuted in March 2014 50 0.454 0.500 stopping. 0.425 0.425 0.413 0.412 with the EV-E301 ACCUM railcar train, put into On direct current sections, we are working to ［ Trends in JR East’s total CO₂ emissions ］ service on the Karasuyama Line. The introduction introduce power storage systems that temporarily of the EV-E301 has enabled an elimination of store regenerative power and use it when needed. (Million t-CO2) 3 43.2 43.3 emissions, as well as a reduction in CO₂ emissions We have introduced these systems starting with 40 0.250 41.2 42.0 42.0 and noise associated with diesel engines. In March the Ome Line Haijima substation (lithium-ion 40.6 40.5 2017 we started operation of the accumulator battery) that entered use in 2013, which was

railcar train of the "EV-E801 series" which is followed by the Takasaki Line Okegawa substation Environment 2 designed for usage on the alternating current (AC) (lithium-ion battery) and the Tohoku Main Line

30 0 section between Akita station and Oga station. Kuki substation (nickel-metal hydride battery), and '12 '13 '14 '15 '16 '17 '18 (fiscal) are working to introduce it at the Joban Line Kita- 1.88 2.33 2.15 2.23 2.16 2.18 2.12 Senju substation. In addition, we are developing 1 JR East thermal power plant efficiency (%) a superconductivity flywheel electricity storage CO2 emissions per unit of electricity generated (kg-CO2/kWh) system as a new medium to store electricity. ●Calculation method Moreover, we are proceeding with the introduction CO2 emissions from the thermal power plant of JR East are calculated 0 based on the method stipulated in the Act on Promotion of Global Warming of regenerative inverter systems, which convert '12 '13 '14 '15 '16 '17 '18 (fiscal) Countermeasures, and power generation efficiency is based on the method direct current regenerative power generated by (baseline year) stipulated in the Energy Saving Act. ●Boundary ●CO2 emission factor of all power generated by JR East (thermal power rolling stock into alternating current power for use The boundary of CO₂ emissions is the same as that for the energy consumption and hydraulic power) by station facilities, signal equipment, etc., at the described in p. 87. Emission factor adjusted in FY2018 was 0.277 (kg-CO2/kWh) ●Calculation Method Takasaki Line Fukiage substation and Keiyo Line ☆ CO₂ emissions have been calculated based on the method specified in the ■Reducing energy consumed for train operations Kajibashi substation. Act on Promotion of Global Warming Countermeasures. However, the CO₂ We are putting into service more new-generation Meanwhile, with regard to alternating current emissions attributable to the purchased electricity are calculated, including those from the electricity used for rail transport, by using adjusted emission coefficients energy efficient railcars, with features such as sections, we introduced a railway static power EV-E801 series for each electric power company. The CO₂ emissions in the FY2018 calculated regenerative brakes, which can convert kinetic Accumulator railcar train for use on alternating current (AC) section conditioner (RPC) that makes it possible to by using actual emission coefficient is 2.15 million tons CO₂, down 50 thousand tons CO₂ compared to the previous fiscal year. energy during deceleration into electric energy, alternatively accommodate regenerative power and Variable Voltage Variable Frequency (VVVF) ■Promotion of proactively adopting LED lighting generated on feeding sections that previously inverters, which control motors without wasting for all new cars could not be used, at the Joban Line Ushiku Item Scope 1 Scope 2 electricity. By the end of March 2018, JR East had On our conventional lines, LED lighting has been sectioning post. It has been in use since 2015. FY2018 Emission 1.39 million tons 1.33 million tons 12,160 energy-efficient railcars in operation. This introduced on new rolling stock manufactured Volume CO2 CO2 accounts for 97.3% of our railcar fleet. since 2013.

Scope 1…CO2 emissions directly attributable to fuel consumed in the operation of diesel railcars and the operation of JR East’s thermal electric power plant. Power Storage System Regenerative Inverter System Railway Static Power Conditioner (RPC) Scope 2…CO2 emissions indirectly emitted from the use of electricity Transformer for purchased from electric power companies. Transformer power for rectifier distribution Scope 3…CO2 discharged by the other companies which are related to our Regenerative inverter business activities. Electricity M T AC: *The sum of the Scope 1 and Scope 2 emissions and the total CO emissions storage 2 facility DC ⇒AC 6.6 kV Accommodation do not match, since the former includes emissions associated with the production of electricity supplied to other companies. DC: DC: Accommodation RPC 1.5kV 1.5kV Charging Discharging AC⇔ AC E235 series: E7 series: E233 series: ■Thermal Power Plant of JR East The Yamanote line The Hokuriku Shinkansen VVVF inverter cars was equipped with that incorporates the for commuter and JR East operates a thermal power plant in a state-of-the-art highest level of cutting- suburban transportation Kawasaki City, Kanagawa Prefecture, with a total train information edge technology Braking Running Braking Station/signal equipment Braking Running management system

88 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 89 ■Progress of introducing renewable energy scale wind power generators, and have generated ■Development of the "Eco-station" model station replacement we were able to reduce annual power We have installed solar and wind power approximately 18.2 million kWh of electricity in We are implementing "eco-stations" which consumption by about 1.5 million kWh. generators at stations and rolling stock centers, FY2018. We will continue to gradually introduce introduce various environmental conservation As for the air conditioning system for underground furthering our self-consumption (utilizing generated these generators. Moreover, regarding biomass activities into stations such as energy saving platforms at Tokyo Station (Sobu Line and Keiyo energy at our own facilities) initiatives. At some power generation, we began the operation of and renewable energy. By July 2018 we had Line), we had been bringing in outside air, cooling it, stations such as Tokyo Station, we have installed the joint venture Hachinohe biomass power completed the development of ten "Eco-station" and then sending that cooled air up to the concourse solar powers on top of platforms and on the roofs plant (output approximately 12 MW: Hachinohe model stations. and emitting the air to the outside. However, starting of stations, utilizing them for the station’s facilities, City, Aomori Prefecture) in April 2018. For Our basic policy in developing these has been in 2015, we started construction to upgrade this etc. In addition, the electricity generated at the geothermal power generation, we are conducting to incorporate“Ecomenu” green technologies to recycle and reuse the cooled air, and this was Safety solar power generator installed inside the Keiyo a development study on geothermal resources based on to four pillars. Our goal is to establish 12 completed in FY2018. The combination of the Rolling Stock Center is used not only at the rolling in Shizukuishi-cho, Iwate Prefecture. In addition, stations by 2020. reduced air conditioning load and improved efficiency stock center, but also to operate railways via our in November 2017, Group company JR-East due to the renewal of air conditioning facilities has 【Four pillars】 own distribution lines. With these initiatives, we Energy Development Co., Ltd. started operating reduced CO₂ emissions by 60%. self-consumed approximately 1.63 million kWh in a joint venture with Tomioka-machi, Fukushima Saving energy: Promoting better energy-saving measures Creating energy:Actively introducing renewable energy FY2018. Prefecture, the Tomioka Revitalization Mega Solar Eco-consciousness:Developing facilities that OutsideOutside air air OutsideOutside air air enable customers to be eco-conscious For initiatives using the feed-in tariff (FIT) scheme Power Plant SAKURA (output approximately 30 Emit Emit Environmental harmony:Creating a dynamic Air Air Air Air conditioning conditioning conditioning ReduceReduce conditioning for renewable energy, we have sequentially set MW). Going forward, we will continue to actively balance between people and the environment systemsystem systemsystem

up and started operating solar power generators introduce and use renewable energy. Society RecycleRecycle part part known as mega solar power plants and large- of emissionof emission Air Air curtaincurtain

CoolCool CoolCoolReduceReduce Wind air air air air Biomass Emit Emit Emit Emit Stop Stop RailwayRailway tracks tracks PlatformPlatform RailwayRailway tracks tracks Platform Platform Aomori Shin-Aomori Previous air conditioning Revised air conditioning Oga Station method system Hachinohe Cool outside air to cool Cool outside air and recycle part ［ Established Eco-station model stations (as of July 2018) ］ concourse, etc. and emit it. of the cool air to reduce the air conditioning load. Environment Station Name Operation Start Date Yotsuya March 2012 Akita Hachinohe biomass power plant Between Michikawa and Shimohama Power generation output Approx. Hiraizumi June 2012 on Uetsu Main Line 12 MW JR Akita Shimohama Wind Power Morioka Kaihimmakuhari September 2013 Generation Station Power generation output approx. 2 Yumoto March 2015 MW (Began use in December 2016) Fukushima April 2015 Urawa March 2017 Geothermal Niitsu April 2017 High-efficiency turbo refrigeration and air Solar light conditioning units after facility upgrading Musashi-Mizonokuchi April 2017 Kobuchizawa July 2017 We are also pursuing further energy-saving efforts, such Sendai Oga July 2018 as using the BEMS* that we introduced in conjunction with the air conditioning facility upgrading and modifying ■Saving energy at stations how we use our air

Koriyama As we have done for office buildings, we have conditioning based on promoted energy conserving initiatives at stations, data analysis. Omatsukurayama southern region Tomioka Revitalization Mega Solar geothermal resource development such as revision of air conditioning systems in line Power Plant SAKURA survey *BEMS（Building Energy Power generation output Approx. Surface study currently underway with the upgrading of facilities and replacing platform 30 MW Management System） : system (Began use in November 2017) lighting into LED lighting. that plays a role in saving energy In FY2018 we replaced a total of about 7 thousand by measuring building energy use and indoor environment platform lights with LED lighting and through this conditions. Example of BEMS screen

Fell, Use and Replant Energy Saving Initiatives at Stations Technical Director, Hachinohe Biomass Electric Power Co., Ltd.

While biomass power generation is a type of renewable plant is reused as a part of Tokyo Station Facility Monitoring Center Manager, Tokyo Branch Office, JR East Facility Management Co., Ltd. energy that does not produce CO2 like solar and wind raw materials at cement power generation, it has an advantage in that it can factories. We resourcefully We work to improve operations by monitoring daily in to the station’s conditions. stably generate electricity without the influence of natural utilize our valuable forest order to stably and efficiently operate Tokyo Station’s air Moreover, as we can detect conditions such as the weather. assets. conditioning facilities. Unlike office buildings, the conditions the operational conditions of At Hachinohe Biomass Power Generation, we conduct an We wish to achieve our of stations are intricately related and constantly changing facilities, we also contribute to increasing the efficiency of initiative where branches, leaves, short pieces of lumber mission to continue operating our facilities without trouble including the number of customers, drafts caused by trains, inspection operations. that are left behind at felling sites, bark that used to be and contribute to global environment conservation and the and train stoppage time. For this reason, we analyze In the future, as a member of the JR East Japan Group, processed as waste at sawmill factories, etc., are utilized revitalization of the local community through the cycle of the facilities’ operation data gathered by BEMS at over we hope to utilize the BEMS data with the PDCA cycle to as fuel. Moreover, combustion ash produced at the power “fell, use and replant.” 2,000 points, and conduct eco-tuning that corresponds provide comfortable spaces inside stations.

90 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 91 ■Environmentally friendly and energy ■Shinagawa Development Project Research and development for reduction of environmental loads efficient office buildings As part of our efforts to take a leading role in We have pursued energy saving initiatives by addressing climate change at the global level, the hardware measures such as introducing LED lighting Shinagawa Development Project, with the support The JR East Group possesses a comprehensive wind power generation facilities of renewable and high efficiency devices into office buildings and of the Tokyo Metropolitan Government, joined energy network from power generation, energy), use (energy-saving technology such as also by software measures such as implementation of the Climate Positive Development Program*1 run transmission, and distribution to usage. We are energy-saving operating patterns), and storage "cool-biz" initiatives, thermal control of air conditioners by C40*2, which recognizes low-carbon urban aiming to establish a railway energy management (energy-storing technology such as power storage and scrupulous shutting off lights by employees. JR development projects, in FY2016. Going forward, system that combines these with creation (energy- systems). Shinjuku Miraina Tower, which opened in 2016, we will continue to contribute to the creation of a creating technology such as mega-solar and Safety has acquired a class S rating as an environmentally sustainable society. friendly and energy-efficient office building, which is *1 Climate Positive Development Program A program that creates models the highest rating under the CASBEE environmental for highly sustainable urban development. Its purpose is to be a leader “Energy creation” labeling system, an initiative of the Ministry of Land, for global society as a whole by widely promoting examples of pioneering Creation; development models around the world. Infrastructure, Transport and Tourism. *2 Ｃ40(C40 Cities Climate Leadership Group) Established in 2005 as a ・Improve the efficiency of JR East’s power plants ・Develop a new renewable energy Thanks to their superior performance as office network of cities around the world that work together to reduce greenhouse gas emissions. As of August 2018, there are 96 participating cities, including By renewal into high performance By developments such as introduction of mega-solar buildings reducing CO₂ emissions, seven offices— Tokyo, which joined in 2006. generation systems and wind power generation facilities including GranTokyo South Tower, GranTokyo Wind Thermal Hydroelectric Mega-solar power North Tower, JR Shinagawa East Building, and power power power generation Society Sapia Tower—earned recognition as Offices plant plant generation ｠｠｠｠｠｠｠｠｠｠｠ facility Taking Excellent Specific Global Warming Self-generated Countermeasures (top-level office building) under power the Tokyo Metropolitan Ordinance on Environmental Renewable energy Electricity Preservation. During the first planning period under purchased Energy supply the ordinance (FY2011 to FY2015), we were able to reduce CO₂ in the amount largely exceeding from electrical companies the obligatory amount. We will use the exceeded

amount of reduction for emission trading within the Improve power transmission “energy storage (power Environment efficiency via JR East’s own Store; storage, heat storage)” Group and others as stipulated in the ordinance. power grid Energy storage ・ Enable using energy premises, etc. Stores on station Building system Top-Level Offices Semi-Top-Level Offices system Train operation when it is needed Sapia Tower, JR Shinagawa East Building ・ Eliminate waste of GranTokyo South Tower, JR Tokyo Meguro Building GranTokyo North Tower generated energy Power storage JP Tower, JR Minami-Shinjuku Building Energy storage systems

Absorption of collected energy

Energy consumption Utilize; “energy saving” ・ Reduce power which will be used Shinagawa Development Project“Global Gateway Shinagawa” image

Building systems Train operation system Station Building ・ No overhead wires, storage battery-powered rolling stock

Urawa Station Energy management (model "Eco-station") model around JR Shinjuku Miraina Tower, JR Minami Shinjuku ・ Ecoste (Eco-station) a station (image) Building recognized as a ranked "S" in the CASBEE ・ Visualizing power top-level workplace consumption/ ・ Area management of storage-battery-driven electric car systems demand control energy （ACCUM） ・ Renewal of energy ・ Energy-saving saving of air measures for ・ Energy-saving operation patterns conditioning of snow-removal ・ Energy saving main circuits for railcars underground station sprinkling systems

Top-level establishment certification presentation ceremony (July 2018)

92 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 93 ○Energy-Saving Measures to Improve the Efficiency ○Slimming Down Transformer Substations Measures for resource circulation of Snow Removal Sprinkler Equipment Utilizing Regenerative Power Storage Systems In addition to replacing aging snow removal By replacing the multiple machines located at sprinkler equipment, which helps to ensure substations with regenerative power storage stable Shinkansen transportation in regions systems, we are aiming to economize maintenance ■Waste reduction and recycling ○Recycling trash generated at stations within the with heavy snowfall, we are working on energy- manpower by reductions transformer installations. JR East generates many kinds of waste through company saving by improving the equipment’s efficiency. At the demonstration experiment that has been its railway operations, including daily general trash Magazines, newspapers and similar paper items Snow removal sprinkler equipment is a system conducted since October 2017 at the Onuki removed from trains and stations and industrial collected from our that prevents accumulation of snow on elevated substation on the Uchibo Line, we are testing waste from our General Rolling Stock Centers. segregated trash Safety bridges by sprinkling warm water that is heated whether regenerative power storage systems can Restaurants and retail stores in our lifestyle boxes at stations using a heating device. At the same time, these supply the electric power that trains need without businesses also produce garbage and general waste. and trains are being systems also consume a huge amount of energy, the functions of a substation. In order to reduce all these various forms of waste, recycled into coated and equipment on the Tohoku, Joetsu, and With this development, we control appropriate JR East actively supports the approach known paper and stationery as "reduce, reuse, and recycle." For recycling in and used in our Hokuriku Shinkansen Lines uses 10,000 to 15,000 amounts of discharge and charge when trains are Newspapers and other papers collected kL of kerosene per year in winter alone; converted located at the appropriate sections, utilizing train particular, goals are set for each type of waste. offices. in stations and elsewhere are recycled into CO₂ emissions, this corresponds to 25,000 to positioning information gathered from GPS, and into office paper used by our company. 37,000 t. discovered that we can potentially reduce battery ■Recycling waste collected from stations and ☆ ☆ We therefore developed a new, high-efficiency capacity by approximately 30%. In the future we trains ■Reducing and recycling tickets Society control system that uses heating equipment hope to coordinate train energy conservation Since trash from stations and trains contains Collected used operating condition information and heating operation patterns with above ground facilities recyclable materials, we placed separation tickets are sent to equipment that has a higher output while control, aiming for energy conservation by railways. bins in stations to have customers cooperate a paper mill. After still occupying the same installation space as in separating trash. In October 2010, to further the iron powder conventional equipment, and implemented it first improve recycling rates by implementing thorough has been separated at the Joetsu Shinkansen Nakajima Snow Removal separation of trash, we built the JR East Tokyo from the backs Base (Nagaoka City, Niigata Prefecture), in Materials Recycling Center (operated by East Japan of the tickets, the FY2018. With this, we are working to reduce fuel Eco Access Co., Ltd.) and started its operation. paper is recycled to

consumption by 10%. Reducing transformer installations make toilet paper Environment Electric power companies and mechanical and electric auxiliary lines and corrugated Used tickets collected at stations Substitution Regenerative power are recycled into toilet paper. Regular transformer installations GPS satellite cardboard. ［ Overview of Snow Removal Sprinkler Substation storage systems Onuki substation Equipment and Key Developments ］ Regenerative power storage systems Crossing gate ■Recycling at General Rolling Stock Centers☆ On elevated bridge (snow removed by sprinkling water) Train positioning information JR East Group is recycling waste generated during Transformer Sanukimachi substation the manufacture and maintenance of rolling stock.

Rectifier At our regional General Rolling Stock Centers, Direct current 1,500 V Terminal for testing waste is sorted into 20 to 30 categories to reduce

Discharge and waste generation and promote recycling. Starting Charge in FY2006, we have been collecting data on the volume of retired railcars that are sold as scrap to Heating equipment Supply NEW operating condition Collected and reused be recycled so as to monitor our progress. water information ReducingApprox. transformer8-12℃ installations JR East Tokyo Materials Recycling Center 2℃ Electric power companies and mechanical and electric auxiliary lines Heat generation Substitution 2-4℃ Regenerative power Regular transformer installations Control system GPS satellite Substation From river storage systems Onuki substation (resupply) Water reservoir Operation instructions Regenerative power Heating equipment storage systems Crossing gate (vacuum water heater) Power increase NEW Approx. 2.3 MW/unit → approx. 2.9 MW/unit Train positioning ［ Waste from stations and trains ］ information ［ Waste from General Rolling Stock Centers ］ Transformer Sanukimachi substation Amount recycled Amount processed Recycle rate (Thousand tons) （%） (Thousand tons) Amount recycled Amount processed Recycle rate （%） 100 94 94 95 100 50 100 Rectifier 93 93 93 94 96 ［ Development machine (heating equipment) ］ Direct current 1,500 V 95 95 95 95 Terminal for testing 94 93

Discharge and 80 80 40 90 Heat exchanger Storage water Charge (larger capacity) heater body 32 Heat exchange, (increased 29 power) 1 etc., 60 60 30 27 2 25 80 is as reliable Power: 125% 1 24 24 24 (Comparison with 2 as the existing 1 1 equipment the conventional 1 equipment) 40 34 34 34 33 34 34 33 40 20 70 Proportional 2 2 2 2 2 2 2 control burner 26 22 28 31 23 23 23 Width: 105% 20 20 10 60 Depth: 108% 32 31 32 31 32 32 31

Same installation space as conventional equipment (2.3 MW) 0 0 0 0 '12 '13 '14 '15 '16 '17 '18 (fiscal) '12 '13 '14 '15 '16 '17 '18 (fiscal)

94 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 95 ■Reducing construction waste☆ ■Reducing waste at offices☆ ■CSR Procurement a survey of their CSR initiatives once a year, as JR East endeavors to reduce waste from In departments at the Head Office and Branch With regard to selecting suppliers for material a rule, which indicates whether or not they are construction by standardizing design and Offices, we strive to reduce waste by promoting procurement, we have published a Code of Conduct implementing initiatives relating to green procurement construction methods that help to properly elimination of paper and by recycling, including the Regarding Material Procurement of JR East on our and environmental footprint reduction, initiatives that dispose of construction byproducts and to use of creative, employee designed trash cans. In website, which states that we focus on the fulfillment consider employees’ human rights, other compliance minimize waste. FY2018, we recycled 2,145 tons out of a total of of our corporate social responsibilities when initiatives that have an impact on society, and so JR East reduced waste from construction and 2,642 tons of waste (81%). procuring materials by considering factors such as forth. The results of these surveys are used as one of maintenance works at stations and other legal compliance and environmental preservation. our decision-making criteria when selecting suppliers. structures, including approximately 59 thousand ■Efficient use of water resources☆ We also request that all our suppliers comply with Safety tons of waste from work entrusted to JR East*. As a consumer of 11.70 million m³ of water the relevant laws and regulations and seek to reduce Reference: Code of Conduct Regarding Material Procurement of JR East (on our corporate website) annually, JR East actively promotes the use their environmental footprint. *Work entrusted to JR East Construction work contracted to JR East of recycled waste water*, using, for example, In addition, we seek to understand the current https://www.jreast.co.jp/e/data/procurement/ by local governments etc., to be done at non-JR East facilities, for such code_of_conduct.html purposes as to ensure safe train operations. rainwater and water already used for washing status of all material-related suppliers by conducting hands to flush toilets. At the Head Office building, 24 thousand m³ out of 33 thousand m³ of water ［ Waste from construction projects ］ was reused in FY2018. Chemical substance management

(Thousand tons) Amount recycled Amount processed Recycle rate （%） *Recycled waste water Defined as water of a quality level between clean ■Compliance with laws and regulations and handles a certain amount of specified chemical Society 750 96 100 water and sewage water. It is used for limited purposes as a recycled 95 94 95 94 resource. reduction of chemical substances substances, and 12 JR East facilities submitted the 91 92 When using chemical substances, the effects on data regarding the release and transfer of these ■Promoting green procurement human health and ecological systems must be fully substances to relevant authorities in FY2018, 513 513 483 JR East is procuring products with lower considered. The JR East not only rigidly adheres to pursuant to the PRTR System*. 500 24 42 28 80 434 425 444 environmental impact. As part of those efforts established standard values, but restrict the use of We have also been introducing stainless steel 20 19 38 we formulated the "JR East Green Procurement such substances and adopt substitutes that have less railcars that do not require painting. At the end of 360 ☆ ☆ 21 Guidelines." Outlined in these guidelines is our impact on the environment. March 2018, as many as 88.3% of the 10,589 cars philosophy with regard to materials, conservation operated on our conventional lines were stainless 250 60 Environment 415 339 407 488 405 471 455 of resources, and packaging. We also are ■Reducing and replacing ozone depleting steel railcars. Beside their use for railcars, we used promoting the procurement of environmentally substances☆ 421 tons of organic solvents for painting railway friendly office supplies. We endeavor to reduce the use of substances facilities and stabilizing track beds in FY2018.

specified as controlled substances under the *PRTR system A system where companies notify their releases and transfers 0 0 Ozone Layer Protection Law and adopt substitutes of chemical substances as required by the Act on Confirmation, etc. of '12 '13 '14 '15 '16 '17 '18 (fiscal) Release Amounts of Specific Chemical Substances in the Environment and that have less impact on the environment. Promotion of Improvements to the Management Thereof (Law concerning Under the Act for Rationalized Use and Proper Pollutant Release and Transfer Register / PRTR). It encourages the monitoring and control of toxic chemical substances emitted into the environment and Management of Fluorocarbon, we reported measures to prevent negative impact on the environment. a leakage amount of around 5,000t-CO₂e for FY2018. ［ Amount handled, released and transferred from 12 • Cooling units(large refrigerators)−We are steadily reporting-required facilities (kg)］ replacing air conditioning units using specified Topics Released Transferred Transferred Participating in Initiative to Recycle Food Waste into Biogas Chemical substance Handled into air into to other chlorofluorocarbons (CFCs) with systems that do sewerage facilities not use them and completed the removal of such 1,2,4-Trimethylbenzene 93,044.9 10,347.0 0.0 2,038.1 units from buildings. Ethyl benzene 1,029.0 1,000.0 0.0 0.0 Xylene 74,483.2 6,147.7 0.0 134.0 In August 2016, JR East Japan Group entered the making it into livestock feed. The Food Recycling • Rolling stock−Except for some diesel railcars, Toluene 13,652.7 4,550.0 0.0 88.6 food recycling business with J Bio Food Recycle Business aims to improve the food recycling rate all of our cars use HCFC or CFC substitutes. As of Nickel 4,673.4 0.0 0.0 0.0 Co., Ltd., established as a joint venture with the of the JR East Group and generate environmentally the end of March 2018 we were using 0.6 tons n-Hexane 1,538.5 170.0 0.0 0.0 Methylnaphthalene 56,097.5 278.0 0.0 0.0 JFE Group. The Yokohama Factory completed friendly renewable energy, contributing to the of CFCs and 86 tons of HCFC or CFC substitutes. 1,3,5-trimethylbenzene 2,809.8 2,800.0 0.0 0.0 in August 2018 receives a maximum of 80 t of prevention of global warming. We routinely check for gas leaks, and collect the Chrome and trivalent chrome compounds 1,261.3 0.0 0.0 25.0 food waste a day across the city, starting with refrigerants when scrapping retired railcars in Molybdenum and its 1,453.2 7.0 0.0 0.0 accordance with applicable laws and regulations. compounds JR East Japan Group’s station buildings, and Total 250,043.4 25,299.7 0.0 2,285.7 generates power by Biogasification through • Fire-extinguishing agent−Although 64 tons of methane fermentation treatment. It expects to halon gas was still in use as a fire-extinguishing generate power to be used as renewable energy agent as of the end of March 2018, we have it ■Management of PCBs(polychlorinated biphenyls) by approximately 3,000 ordinary homes, and a under proper control and are replacing it with non- Equipment containing PCBs is securely stored in part of the waste heat will be effectively utilized halon agents (such as powder agents and CO₂) exclusive storage locations and reports on it are inside the factory. Since much of the food waste when building new facilities or renovating existing filed as required by the Act on Special Measures generated at station buildings, etc. has a high ones. concerning Promotion of Proper Treatment of PCB amount of fat, salt, and packaging, etc. mixed in Wastes. We render this equipment harmless to the with it, it was difficult to recycle this waste by ■Chemical substance management extent that can be done by PCB waste treatment As JR East uses chemical substances primarily facilities. In FY2018, we had equipment such as for painting and repairing our railcars, we take stabilizers, transformers and capacitors treated at rigorous steps for their use and management in PCB waste treatment facilities. order to prevent spills. We are a company that

96 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 97 ■Measures for conventional lines Basic thoughts on noise reduction Environmental Conservation Activities along Railway Lines We have implemented measures for conventional lines to minimize noise, such as installation of In the operation of trains, noise is created by long rails*1, rail-grinding and wheel-truing*2. We prevention and environmental preservation, we the train cars pushing air aside, by the wheels also comply with the Japanese government’s Biodiversity launched a new project to plant trees to replace travelling on the rails, by the motors, and by other Policy on Noise Measures for Construction of New those that will require replacement over the sources. In order to reduce noise, we are working Conventional Railways or Large-Scale Remodeling ■Hometown Forestation Program coming 20 years. in various ways to improve both the trains and our when we engage in this kind of construction or In 2004, in order to protect biodiversity and ground equipment. modification of our conventional lines. Safety contribute to a sustainable society, while cherishing JR East also endeavors to reduce noise during our sense of gratitude for nature, we began maintenance work on track and structures to *1 Installing long rails Rail joints are welded such that the length of a single rail becomes more than 200 meters. With fewer rail joints, these rails reduce Hometown Forestation Programs to plant trees further improve the lineside environment. noise produced at joints when trains pass. native to each region and revitalize the forests. We *2 Wheel truing A measure to grind the unevenness of wheels caused by wear, to restore their circular shape. undertook these programs with the cooperation of ■Measures for the Shinkansen Fukushima Prefecture from 2004 to 2009 and with In accordance with the Japanese government’s the cooperation of Niigata Prefecture, the town of Environmental Quality Standards for Shinkansen ■Measures for maintenance work Tsunanmachi and Tokamachi and Ojiya Cities in Superexpress Railway Noise, JR East has As maintenance work is usually done during the

the prefecture from 2010 to 2014. In FY2017, we taken many steps to reduce this noise, such night, we give advance notice to residents in Society began forestation activities in Naruko Hometown as with the installation of soundproof walls surrounding areas about the schedule and details *1 in Osaki City, Miyagi Prefecture. and sound-absorbent materials, rail grinding of the work. We also make utmost efforts to and the modification of our railcars to operate minimize noise by using modified equipment that Sashimaki No.1 railway forest on the Tazawako more quietly. We have already completed the Line (forest to protect against blizzards) produces lower noise. Furthermore, by using types implementation of measures to reduce noise levels of track that are designed to resist deformation, Planting new railway trees to 75dB or lower in densely populated residential JR East is reducing the volume of required Ceremonies for the planting of new railway trees areas along our railway lines. At present, we plan maintenance work. have been held in various locations, as shown in countermeasure construction for the other areas in

the table below, starting with the Kakizaki No. 1 incremental steps. Also, based on the knowledge Environment railway forest in September 2008. During these gained from running tests using the Shinkansen ceremonies, native tree species were planted, with "FASTECH" test train, JR East is working to improve many local residents participating. the environment even as we increase train speed, including further reduction of noise and micro- pressure waves in tunnels*2. ［Past Tree Planting Ceremonies］ Naruko Hometown Forestation Program in October 2017 Date Location *1 Rail grinding A measure to smooth out uneven places in rails caused by wheel movement.This reduces noise by controlling car vibration. ☆ Shin-etsu Main Line, Kakizaki No. 1 railway *2 Micro-pressure waves in tunnels An explosive sound caused by forced air ■Forest development along railway lines September 2008 forest compression. Beginning in 1992, we have been organizing tree July 2009 Okitama No. 2 railway forest planting activities along JR East railway lines. By FY2018 a total of approximately 51 thousand May 2010 Ōu Main Line, Jinguji No. 2 railway forest people had participated in planting about 347 September 2012 Tazawako Line, Ōkama No. 1 railway forest thousand trees*. Today, planting has gone beyond September 2013 Ōu Main Line, Sekine No. 1 railway forest the trackside and is done in cooperation with local Uetsu Main Line, Hirakida No. 3 railway communities. September 2014 forest

*The number of trees includes flower seedlings September 2015 Ōu Main Line, Kado No. 6 railway forest

Tazawako Line, Akabuchi No. 1 railway September 2016 forest ■Development of railway trees September 2017 Banetsu-Sai Line, Nakayamajuku No. 6 Along some JR East railway lines, we have planted railway forest railway trees to shield the tracks from blowing snow and wind. The first railway trees were created in 1893 for disaster prevention. As living disaster prevention E5 Series trains have low-noise pantographs facilities, railway forests are playing their role. JR East now owns approximately 5.8 million railway trees on a total of about 3,900 hectares along our lines at approximately 1,080 locations. The trees absorb 15 thousand tons of CO₂, equivalent to 0.7% of the CO₂ that JR East emits (this is the actual amount in FY2018). In this way, they also contribute to preserving the environment.

In 2008, after fundamentally reviewing the role of Tree planting ceremony for Nakayamajuku No.6 railway railway trees from the viewpoints of both disaster forest on Banetsu-Sai Line (September 2017)

98 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 99 Corporate Governance Compliance

■Basic Corporate Governance Philosophy of JR East and others, are held as required to discuss major ■Basic Concept of Compliance observe them.” JR East aims to meet the expectations of all our issues affecting the Group as a whole, including JR East sets legal and regulatory compliance and Furthermore, we formulated basic compliance stakeholders, including shareholders, customers, and management strategy for each business field. corporate ethics as fundamental management issues which should be periodically confirmed local communities, by making transparent, fair, firm, tools to build a better relationship of trust with by each applicable chief of business into the and timely decisions with regard to management ■Internal Audits, Audits by Corporate Auditors and society. “Confirmation Support Sheet of Basic Issues” issues such as ensuring safe, comfortable Status of Accounting Audits We adopted our Policy on Legal and Regulatory and we undertake continuous inspections and transportation and reforming service quality, in order JR East has established an internal auditing system Compliance and Corporate Ethics as the Group’s confirmations using this sheet. To ensure more to achieve sustained business growth centering involving approximately 100 full-time employees in corporate activity guidelines. Concomitantly, in effective utilization of this arrangement we have on stations and railways and improvement of our the Inquiry & Audit Department at the Head Office various business fields such as the railway business, made it possible to monitor the use of this sheet medium- and long-term corporate value. and Inquiry & Audit Divisions in branch offices, and lifestyle service business and Suica business, we in the field through the Intranet. Additionally, in We are focused on making decisions from a long- these units work to ensure that corporate operations comply with all related laws and conduct business order to thoroughly disseminate the significance term perspective, taking into account the nature of are executed appropriately and efficiently. The Inquiry in accordance with corporate ethics. In addition, of obeying rules, we have selected representative the railway business that is our core activity, and we & Audit Department also undertakes the auditing of we conduct education for our group companies’ cases of violations for use as teaching materials consider it appropriate to strengthen our corporate Group companies. employees and also established Compliance and for presentation on the Intranet as examples governance in future, based on our existing auditing Our Board of Corporate Auditors usually meets every Hotlines, both inside and outside the company, of compliance violations. system. month and holds regular liaison conferences with and are promoting efforts on compliance. In addition, JR East has set "Guidelines of corporate auditors of group companies. The audit by corporate ■Compliance Hotline governance", which shows concrete activities and the auditors is supported by approximately 10 specialized ■Policy on Legal and Regulatory Compliance and "When an employee wonders how to conduct basic concept of members of staff. They oversee executive actions Corporate Ethics and the Compliance Action Plan themselves regarding compliance and corporate corporate governance by resolution of the Board of carried out by directors, with a focus on full-time The Policy on Legal and Regulatory Compliance ethics" and "when an employee recognizes activity Directors, and publishes it on the JR East website. auditors, in accordance with the rules established and Corporate Ethics stipulates our approach to which is against compliance or corporate ethics by the Board of Corporate Auditors by attending regulatory compliance and corporate ethics based or which may be against compliance or corporate ■The Reasons Why JR East Adopted the Present the Board of Directors, the Executive Committee on the Group’s philosophy and principles. In order ethics", in order for the employee to report and Corporate Governance System and the other important in-house meetings, and by to heighten the efficacy of these guidelines, we consult, we established "Compliance Hotlines", In the railway portion of our main business, since investigating their normal operations and financial have notified the entire Group about them by both inside and outside the company. We accept a variety of knowledge and experience in security situations. distributing a Compliance Action Plan Handbook consultations and reports from business partners and decision-making based on mid- and long-term JR East financial statements are audited under contract that indicates the nature of the actions that we and retirees and publish how we accept them on perspectives are necessary, we, JR East, set up a by an independent auditor (accounting auditor), KPMG expect everyone employed by the Group to take. our website. board of auditors which is composed of auditors who AZSA LLC., in and at the end of each fiscal year. This handbook has been revised for fiscal year In FY 2018, we received 208 consultations and is independent from the board of directors. Incidentally, there were no major violations of laws 2018 to reflect the recent changes in laws and the messages on a wide range of issues such as the or regulations relating to the products and services in social environment so that the actions expected of handling of laws and regulations, and problems in ■Basic Explanation of Our Organizations FY2018. the employees may be made more concrete. human relations and harassment, and responded Our 15-member Board of Directors, including three Furthermore, in conjunction with the development to them properly and respectfully. outside directors (as of June 22, 2018), normally of overseas business, a basic policy for the meets monthly to decide key operational matters prevention of bribery relating to foreign public ■Risk Management relating to statutory requirements officials was formulated and announced. JR East established the Crisis Management and other matters, and to Headquarters to centrally collect and manage supervise overall operations. ［ Corporate Governance System (as of June 22, 2018) ］ ■Promotion of Compliance information, and to promptly respond in the event Under the Board of Directors East Japan Railway Company In order to deepen understanding of the of major crises affecting business operations of the importance of compliance and the intent of is the Executive Committee, General Meeting of Shareholders JR East Group, etc. On top of this, we established which includes all directors with "compliance and corporate ethics" by each the Crisis Management Office, a full-time bureau in executive functions and senior employee, we have been providing annual the Administration Department at Head Office that Board of Corporate Auditors Board of Directors Consists of two full-time and compliance education for all Group employees. executive officers. Usually meeting 15 directors (of whom three are outside directors) three part-time corporate auditors takes responsibility for Headquarters’ secretarial Decides and oversees (of whom four are outside auditors) Taking into account recent corporate scandals, every week, this committee Compensation major business activities Audits the activities work. We are striving to be prepared for any Advisory Committee of the Board of Directors, deliberates on matters to be (Comprised of independent company operations, we have been reconsidering our own mission and potential risks JR East Group may face. We have external directors, etc.) President and assets decided by the Board of Directors Advised by President the pride we have about our work, while also established a system enabling us to promote on matters relating to Inquiry & Audit Department (Head Office) and and other important management compensation of directors Inquiry & Audit Divisions (Branch Offices) recognizing the importance of good workplace compliance and to respond to various emergencies Performs oversight functions to ensure that Independent Auditor business activities are conducted in compliance issues. In addition, meetings of with applicable laws and regulations KPMG AZSA LLC. communications. In addition, we will nurture a from overseas—terrorist threats, pandemics such Performs independent audits in the Group Strategy Formulation Executive Committee and at the end of each fiscal year culture of“compliance by thinking for yourself” as influenza, and other possibilities. Group Strategy Consists of all directors Committee, which consists of all Formulation Committee with executive functions through such means as constructing curricula With respect to business risks faced by our Group, Consists of all directors with Deliberates on executive functions and others resolutions to be incorporating cases suited to each individual’s directors with executive functions submitted to the Board we review them periodically in terms of their Deliberates on major issues of Directors and major affecting the entire group management issues workplace. Recently, education has taken the importance and the impact they may cause when format of study groups held in each department Head Office Departments, Branch Offices, and Field Organizations they become apparent. Furthermore, we identify under the head of the department, using risks inherent in all of our business operations, materials prepared by the head office. Taking up analyze and evaluate them and take actions to Collaboration and cooperation to ensure the efficient performance of business activities familiar cases of violations, the study groups lead reduce them in accordance with their priority. employees to take another look at“ why one has Subsidiaries to observe rules” and“ what happens if one fails to

100 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 101 ■Ensuring Information Security Through leaflets for raising employee awareness, In recent years, on the internet, cyberattacks have articles in our internal magazines and compliance Corporate Info increased in sophistication worldwide, and even education, we are also working to ensure that all in public organizations and private companies in employees remain fully aware of the necessity of Japan, a large scale of information leakage has the strict handling and management of personal ■Service Area Aomori Ominato continuously occurred. Furthermore, the threat data. Furthermore, in order to ensure proper Hokkaido Mimmaya of cyber terrorism through computer viruses control of personal data, the Group conducts Shinkansen Noheji and other infections, which cause dysfunction periodic internal workplace audits. in information systems related to the social Tokyo branch office infrastructure, is increasing. Yokohama branch office JR East, as a corporate group which supports the Hachioji branch office Shin-Aomori social infrastructure of railways, has designed and Omiya branch office Hachinohe introduced an information security management Takasaki branch office system based on the Group’s basic policy for Mito branch office Kuji information security, and regularly carries out Chiba branch office security measures including upgraded information Sendai branch office Koma Oga system functions. Morioka branch office Akita Morioka The Group will actively develop human resources Impropriety at Shinanogawa Power Station Akita branch office specializing in security in cooperation with external Niigata branch office In March, 2009 JR East received an administrative Akita Shinkansen organizations and by sharing information with Nagano branch office sanction because the company’s water intake other companies, with the aim of improving cyber Shinkansen lines had exceeded the maximum allowed at our Sakari security-related knowledge. At the same time, Conventional lines converted for we will conduct problem response drills aimed hydroelectric plant, Shinanogawa Power Station through Shinkansen service (the collective name for the Senju, Ojiya and Tohoku Shinkansen at minimizing effects in the event of a problem, Conventional lines Ojiya Daini power plants in Ojiya and Tokamachi by promptly constructing an initial framework Lines of other JR companies Shinjo and taking measures through departmental Cities, Niigata Prefecture). Onagawa Aterazawa cooperation. The sanction was issued in accordance with the River Act and included the revocation of a Yamagata All employees are kept constantly up to date Sendai permit to draw water from the Shinano River. Yamagata Aobadori on the importance of information security and Niigata Shinkansen the strict handling of information through our Subsequent to receipt of this sanction, we have Due to the effects of the Great taken corrective actions in accordance with the Fukushima East Japan Earthquake, rule book on information system use and our Yahiko internal magazine. All Group employees also directions in the sanction and have endeavored operations of the Yamada and receive information security education with the to implement measures to prevent recurrence Joban Lines are partially suspended. aim of raising awareness about how they should and to cultivate close cooperation with the local communities. guarantee workplace information security. Hokuriku Shinkansen Naoetsu Due to damage by torrential In June 2010, having obtained a permit from the rain in July 2011, operations of Director of the Hokuriku Regional Development Joetsumyoko ■Personal Data Protection Minami- the Tadami Line are partially Bureau of the Ministry of Land, Infrastructure, Joetsu Nikko Pursuant to applicable laws and regulations Otari Shinkansen suspended. including the Act on the Protection of Personal Transport and Tourism to again take water from Nagano Omae the Shinano River through to June 2015, we Karasuyama Hitachi-ota As of July 2018 Information, the JR East Group published its Komoro Takasaki Privacy Policy, formulated the Regulations for resumed operation of the Shinanogawa Power Mito Station. Yokokawa the Management of Personal Information and Shiojiri Kashima-Soccer appointed Chief Privacy Officers who have the Following resumption, we conducted a trial sluice Stadium for coordinating river environment and water use. Tatsuno Omiya responsibility of strictly protecting personal Oku-Tama Kashimajingu data. Furthermore, as one of several measures With the results of the investigation and opinions Musashi- Itsukaichi Choshi responding to the government’s General Data collected from local residents, we filed a renewal Kofu Hachioji Narita Airport Protection Regulation, which came into force in application in May 2015 and received approval in May 2018, we have now published an English- June 2015. Kozu We are sincerely committed to fostering harmony language version of our privacy policy on our Kurihama Chiba website. with the river environment and enhancing Atami Ito coprosperity with communities. Furthermore Tokyo we are promoting compliance management to prevent occurrence of similar incidents. Kazusa-Kameyama Yokohama

Passenger line network Shinkansen lines: 1,194.2km Conventional lines: 6,263.1km Number of stations 1,667 Total number of trains 12,236 (Timetable revised in March 2018) in operation per day Total number of approx. 17.70 million passengers per day

102 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 103 Management Information

Businesses Outline of the JR East Group (as of Transportation Business Distributions and Services Businesses Customers and Counterparty companies 〈Operating Revenues〉 〈Operating Income〉

September, 2018) Railway business, bus business, cleaning and maintenance Retail business, restaurant business, advertising agency （billion yen） Non-consolidated Consolidated （billion yen） Non-consolidated Consolidated business, rolling stock manufacturing business Our company and our affiliated companies are 30,000 5,000 Major subsidiaries with consolidated accounts Major subsidiaries with consolidated accounts engaged in transportation business, distribution and Tokyo Monorail Co., Ltd./JR Bus Kanto Co., Ltd./JR East JR East Retail Net Co., Ltd. ,/Nippon services business, real estate and hotel business, and Environment Access Co., Ltd./JR East Facility Management Restaurant Enterprise Co., Ltd./East Japan 26,71826,71826,718 27,02927,02927,029 27,56127,56127,561 28,67128,67128,671 28,80828,80828,808 29,50129,50129,501 4,000 Co.,Ltd./Japan Transport Engineering Company/JR East Rail Marketing & Communications, Inc. other businesses. In each business our company’s 20,000 Car Technology & Maintenance Co., Ltd. 3,975 4,067 4,275 4,878 4,663 4,812 position in relation to each of our affiliated companies 19,10819,10819,108 19,32519,32519,325 19,66019,66019,660 20,57320,57320,573 20,68820,68820,688 20,93220,93220,932 3,000 is described below: Real estate and Hotel Business Others Management of shopping centers, office building leases 3,228 3,278 3,526 4,099 3,886 3,951 Credit card business such as IT ・Suica, information 2,000 and hotel business processing business, etc. 10,000 ■Transportation Business Major subsidiaries with consolidated accounts Major subsidiaries with consolidated accounts In addition to passenger transportation business LUMINE Co., Ltd./Atre Co., Ltd./JR East Urban Viewcard Co., Ltd./JR East Information 1,000 centered around railway operation, we provide travel Development Corporation,/JR East Building Systems Company/JR East Mechatronics Co., Co., Ltd. ,/Nippon Hotel Co., Ltd./Sendai Ltd. services, cleaning and maintenance services, station Terminal Building Co., Ltd. 0 0 operation services, facilities maintenance services and '13 '14 '15 '16 '17 '18 （fiscal） '13 '14 '15 '16 '17 '18 （fiscal） rolling stock manufacturing and maintenance work. In relation to the supply chain, it can be divided into 〈Net Income（Non-consolidated） and Profit ■Distribution and Services Business 〈Ordinary Income〉 two parts, the railway business and non-railway attributable to owners of parent（ Consolidated）〉 We are providing life services business, such as retail businesses. and restaurant business, wholesale business, truck Non-consolidated Consolidated For the railway business, JR East generates electricity （billion yen） Non-consolidated Consolidated （billion yen） transportation business and advertising agency. 5,000 3,000 at its own power stations or directly purchases ■Real estate・Hotel Business electricity from electrical companies. Electricity is 2,500 4,000 We are providing life services business, such as provided to trains through substations and overhead shopping center operations, leases and rentals of contact lines. Additionally, we operate railways and 2,000 office buildings, and hotel operations. 3,000 offer transport services to our customers through 1,500 ■Others the provision of continuous comprehensive services, 2,000 3,174 3,3253,3253,325 3,6193,6193,619 4,289 4,123 4,399 1,000 while also maintaining station staff members, 2,4302,4302,430 2,6392,6392,639 3,0153,0153,015 3,594 3,416 3,5893,5893,589 In addition, we are providing credit card business such 1,7531,7531,753 1,9991,9991,999 1,8031,8031,803 2,4532,4532,453 2,7792,7792,779 2,8892,8892,889 1,000 as IT・Suica, and information processing business. conductors and other various facilities. 500 1,3881,3881,388 1,6981,6981,698 1,5711,5711,571 2,0902,0902,090 2,4332,4332,433 2,4702,4702,470 With regard to non-railway businesses, while 0 0 pursuing synergetic effects with the railway business '13 '14 '15 '16 '17 '18 （fiscal） '13 '14 '15 '16 '17 '18 （fiscal） Following is a schematic of JR East businesses itself, each business operates its own specific supply chain, as it provides various services to customers.

Revenues from Passenger Tickets

OtherOther thanthan commutercommuter passespasses ShinkansenShinkansen lineslines （billion yen） CommuterCommuter passespasses （billion yen） ConventionalConventional lineslines Businesses of the JR East Group (as of September 1, 2018) （billion yen） 18,36618,366 （billion yen） 18,366 20,000 18,04918,049 18,16218,162 20,000 18,04918,049 18,16218,162 18,366 20,000 17, 2 59 （100）（100） 20,000 17, 2 59 16,81416,814 16,96416,964 17, 2 59 （100）（100）（100）（100） 16,81416,814 16,96416,964 17, 2 59 （100）（100）（100）（100）（100）（100） 18,00018,000 （100）（100）（100）（100） （100）（100） 18,00018,000 （100） （100）（100）（100）（100） ■ Transportation services ■ Information, financial, and personnel services （100） 16,00016,000 4,9444,944 4,9844,984 5,0305,030 16,00016,000 JR Bus Kanto Co., Ltd. / JR Bus Tohoku Co., Ltd. / Tokyo Monorail Co., Ltd. JR East Japan Information Systems Company / JR East Net Station Co., Ltd. / JR 4,8734,873 4,8074,807 4,9024,902 （27）（27） 14,00014,000 （27）（27） （27）（27） 14,00014,000 East Management Service Co., Ltd. / JR East Personnel Service Co., Ltd. / JR East （29）（29） （28）（28） （28）（28） ■ Shopping center operations 12,000 12,000 12,267 12,318 Green Partners Co.,Ltd. 12,000 12,000 11,11, 892 892 12,04612,046 12,267 12,318 Tetsudo Kaikan Co., Ltd. / atre Co., Ltd. / LUMINE Co., Ltd. / Yokohama 11,11, 894 894 （68）（68） （68）（68） 12,48512,485 ■ Credit card business 10,00010,000 10,00010,000 （70）（70） （70）（70） Station Building Co., Ltd. / Shonan Station Building Co.,Ltd. / JR Chuo （71）（71） （68）（68） Line Mall Co., Ltd. / JR East Department Store Co., Ltd. / JR Tokyo West Viewcard Co., Ltd. 8,0008,000 8,0008,000 Development Co., Ltd. / Kinshicho Station Building Co., Ltd. / Chiba Station Building 11,94111,941 12,15612,156 12,35612,356 13,10413,104 13,17813,178 13,33613,336 ■ Advertising and publishing 6,0006,000 6,0006,000 Co., Ltd. / JR East Aomori Business-Development Company Co., Ltd./ Tokky Co., （71）（71） （72）（72） （72）（72） （73）（73） （73）（73） （73）（73） 4,0004,000 4,0004,000 5,7825,782 5,8435,843 5,8815,881 Ltd. / Station Building MIDORI Co., Ltd. East Japan Marketing & Communications, Inc. / JR East Media Co., 4,9204,920 5,0715,071 5,2125,212 Ltd. / The Orangepage, Inc. 2,0002,000 2,0002,000 （32）（32） （32）（32） （32）（32） ■ Office operations （29）（29） （30）（30） （30）（30） ■ Cleaning and linen supply services 00 00 JR East Building Co., Ltd. '13'13 '14'14 '15'15 '16'16 '17'17 '18'18（fiscal）（fiscal） '13'13 '14'14 '15'15 '16'16 '17'17 '18'18（fiscal）（fiscal） JR East TESSEI Co., Ltd. / JR East Transportation Services Co., Ltd. / East Japan Eco ■ Hotel operations (( )) showsshows thethe percentpercent ofof thethe total.total. (( )) showsshows thethe percentpercent ofof thethe total.total. Access Co., Ltd. / JR East Station Service Co., Ltd. /JR Takasaki Railway Services Nippon Hotel Co., Ltd. / Sendai Terminal Building Co., Ltd. / Morioka Terminal Co., Ltd. / JR Mito Railway Services Co., Ltd. / JR Chiba Railway Services Co., Ltd. / Building Co., Ltd. / Akita Station Building Co., Ltd. JR Technoservice Sendai Co., Ltd. / Morioka Railway Servicing Co., Ltd. / JR Akita Number of Passengers Railway Services Co., Ltd. / JR Niigata Railway Services Co., Ltd. / JR Nagano Railway ■ Retail shop and restaurant businesses OtherOther thanthan commutercommuter passespasses ShinkansenShinkansen lineslines Services Co., Ltd. / JR Higashinihon Linen Co., Ltd. (MIllions)(MIllions) CommuterCommuter passespasses 6,488 (MIllions)(MIllions) ConventionalConventional lineslines 7,000 6,3646,364 6,4116,411 6,488 7,000 JR East Retail Net Co., Ltd. / Nippon Restaurant Enterprise Co., Ltd. / 7,000 6,1346,134 6,2466,246 6,2186,218 7,000 ■ Construction consulting and maintenance services （100）（100）（100）（100） （100）（100） 6,3646,364 6,4116,411 6,4886,488 JR East Food Business Co., Ltd. / JR East Water Business Co., Ltd. / Kinokuniya Co., （100）（100） （100）（100）（100）（100） 6,1346,134 6,2466,246 6,2186,218 Ltd. / JR East Tohoku Sogo Service Co., Ltd. JR East Consultants Company / JR East Design Corporation / JR East Facility 6,0006,000 6,0006,000 Management Co., Ltd. / JR EAST MECHATRONICS Co., Ltd. / Union Construction ■ Trading and logistics businesses Co., Ltd. / Japan Railway Track Technology Consultants Co., Ltd. 5,0005,000 5,0005,000 East Japan Railway Trading Co., Ltd. / JR East Logistics Co., Ltd. ■ Rolling stock manufacturing and maintenance 3,797 3,9183,918 3,9483,948 3,9933,993 4,0004,000 3,797 3,8753,875 3,8263,826 4,0004,000 ■ Travel agent and car rental services （62） （62）（62） （62）（62） （62）（62） Japan Transport Engineering Company /JR East Rail Car Technology & （62） （62）（62） （62）（62） 6,433 JR EAST VIEW Travel Service Co.,Ltd. / JR East Rental & Lease Co., Ltd. Maintenance Co., Ltd. 3,0003,000 3,0003,000 6,0916,091 6,2016,201 6,1706,170 6,3126,312 6,3576,357 6,433 ■ Sports and leisure businesses ■ Overseas railway consulting 2,0002,000 2,0002,000 JR East Sports Co., Ltd. / GALA YUZAWA Co., Ltd. Japan International Consultants for Transportation Co., Ltd. 2,3372,337 2,3712,371 2,3912,391 2,4462,446 2,4622,462 2,4942,494 1,000 1,0001,000 ■ Real estate management ■ Global development of Lifestyle Service Business 1,000 （38）（38） （38）（38） （38）（38） （38）（38） （38）（38） （38）（38） 9494 9898 100100 104104 105105 106106 JR East Urban Development Corporation JRE Business Development Taiwan, Inc. 00 00 '13'13 '14'14 '15'15 '16'16 '17'17 '18'18（fiscal）（fiscal） '13'13 '14'14 '15'15 '16'16 '17'17 '18'18（fiscal）（fiscal） ■ Generation and district heating and cooling (( )) showsshows thethe percentpercent ofof thethe total.total.

JR East Energy Development Co., Ltd. / Shinjuku South Energy Service Co., Ltd. NoteNote 1) 1) Fractions Fractions of of 100 100 million million yen yen have have been been omitted. omitted. NoteNote 2) 2) Fractions Fractions of of 1 1 million million passengers passengers have have been been omitted. omitted. ■ Corporate Venture Capital NoteNote 3) 3) The The sum sum of of the the numbers numbers of of passengers passengers on on the the Shinkansen Shinkansen and and conventional conventional lines lines is is greater greater than than the the passenger passenger total total beca becauseuse some some individual individual passenger passenger trips trips include include both. both. JR East startup Co., Ltd.

104 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 105 ［ Total number of new employees and resignees(New employees are those employed within the fiscal year (Regular employees only)) ］ As of June, 22, 2018 Organization （ persons） New employees Resignees General Meeting of Shareholders FY2016 FY2017 FY2018 FY2016 FY2017 FY2018 Male 1,325 1,320 1,292 2,759 2,873 3,340 Board of Directors Female 584 579 572 114 130 130 Board of Corporate Auditors Chairman （persons） President Corporate Auditors Office New employees Resignees

Headquarter-affiliated organizations FY2016 FY2017 FY2018 FY2016 FY2017 FY2018 Under 30 years of age 1,575 1,498 1,563 99 79 103 Shinkansen Transport Dept. Structural Engineering Center Energy Management Center JR East Health Promotion Center JR Tokyo General Hospital JR East General Education Center Research & Development Center of JR East Group 30 to 50 years of age 328 386 296 124 158 164 51 years of age and over 6 15 4 2,650 2,766 3,203

（persons） New employees Resignees FY2016 FY2017 FY2018 FY2016 FY2017 FY2018 Relations Office External Headquarters 169 153 153 127 150 183 Tokyo Branch Office 440 438 470 482 476 464 Yokohama Branch Office 180 196 158 208 184 204 Administration Dept. Legal Dept. Health & Welfare Dept. Personnel Dept. IT & Suica Business Development Headquarters Life-Style Business Development Headquarters Finance Dept. Public Relations Dept. Construction Dept. Hachioji Branch Office 116 127 139 152 137 147

Railway Operations Inquiry & Audit Dept. International Affairs Headquarters Technology Innovation Headquarters Corporate Planning Headquarters Headquarters Omiya Branch Office 151 151 154 218 201 191 Crisis Management Office Takasaki Branch Office 79 76 84 136 184 215 Electrical and Signal Network System Dept. Shinanogawa Power Station Improvement Dept. Facilities Dept. Transport & Rolling Stock Dept. Marketing Dept. Customer Service Quality Reformation Dept. Transport Safety Dept. Investment Planning Dept. Management Planning Dept. Tourism Strategy Office Shinagawa and Large-scale Development Dept. Reconstruction Planning Dept. Mito Branch Office 55 48 59 137 167 171 Electric Power Technology Management Center Signalling System Management Center TRAIN SUITE SHIKI-SHIMA Conductors Depot Shinanogawa Power Station Improvement Office Overseas Offices(New Tork,Paris,London,Singapore) Rolling Stock Technology Center Hokuriku Marketing Center Environmental Management Office Track Maintenance Technology Management Center Mechatronics Technology Management Center Chiba Branch Office 155 180 177 160 199 268 Sendai Branch Office 150 148 153 415 477 542 Morioka Branch Office 82 76 79 306 242 305 Akita Branch Office 61 62 40 148 163 241 Niigata Branch Office 99 88 73 161 209 294 Nagano Branch Office 74 57 42 101 129 160 Shinkansen Transport Dept. ー ー ー 3 6 1 Tokyo Construction Office 28 27 32 62 40 39 Tokyo Electric Construction & System Integration Office 40 40 35 17 15 24 Tohoku Construction Office 30 32 16 40 24 21

Regional organizations Tohoku Construction Office & System Integration Office Tokyo Electric Construction Tokyo Construction Office Nagano Branch Office Niigata Branch Office Akita Branch Office Morioka Branch Office Sendai Branch Office Chiba Branch Office Mito Branch Office Takasaki Branch Office Omiya Branch Office Hachioji Branch Office Yokohama Branch Office Tokyo Branch Office ［ Average annual training time per employee ］ (Time, person) Joshinetsu Construction Office Aomori Branch Fukushima Branch Yamagata Branch FY2016 FY2017 FY2018 Total annual training hours 2,601,210 2,039,400 1,809,560 Number of employees 58,551 57,576 56,445 Average annual training hours per employee 44 35 32

［ Number of employees by area and gender (As of April 1, 2018) ］ （ persons） Male Female 2016 2017 2018 2016 2017 2018 Headquarters 3,395 3,449 3,691 938 947 982 Tokyo Branch Office 9,478 9,222 9,019 1,475 1,570 1,654 Personnel-related data Yokohama Branch Office 4,109 4,043 3,932 572 628 681 Hachioji Branch Office 3,295 3,257 3,196 401 434 485 Omiya Branch Office 3,877 3,778 3,688 425 461 504 Takasaki Branch Office 2,358 2,245 2,106 267 288 304 ［ Total number of employees by employment type and gender (As of April 1, 2018) ］ Mito Branch Office 2,240 2,147 2,027 208 220 240 Chiba Branch Office 3,887 3,816 3,694 566 607 640 〈Male〉 〈Female〉 Sendai Branch Office 5,191 4,876 4,507 565 578 615 （persons） Regular employees Non-Regular employees （persons） Regular employees Non-Regular employees Morioka Branch Office 3,190 3,013 2,777 231 257 286 60,000 8,000 Akita Branch Office 2,309 2,198 1,995 167 184 198 Niigata Branch Office 3,257 3,118 2,886 258 273 294 7,000 Nagano Branch Office 2,324 2,242 2,129 206 215 225 50,000 Shinkansen Transport Dept. 220 217 ー 11 17 ー 6,000 Tokyo Construction Office 694 672 646 77 87 107 40,000 Tokyo Electric Construction & System Integration Office 5,000 825 833 836 92 101 104 Tohoku Construction Office 426 407 391 42 45 45 30,000 51,075 49,533 47,520 4,000 6,501 6,912 7,364 Total 51,075 49,533 47,520 6,501 6,912 7,364

3,000 From FY2019, Shinkansen Transport Dept. (male: 221; female: 20) is included in Head Office. 20,000 2,000 ［ Ratio of employees eligible for collective bargaining agreement s (as of April 1, 2018) ］ 10,000 1,000 （persons） 6,507 6,790 7,789 1,061 828 570 2016 2017 2018 0 0 2016 2017 2018 （year） 2016 2017 2018 （year） Number of union members 50,546 49,467 20,857 Number of employees 57,576 56,445 54,884 * No. of employees in this report includes those seconded. Ratio 87.8% 87.6% 38.0%

106 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 107 Independent Assurance Report Closing

Thank you for taking the time to read JR East Group’s Sustainability Report 2018. This Report was prepared to offer an overview of JR East Group’s current business activities to all stakeholders. This Report includes quantitative data on the activities relating to safety, society and the environment that are undertaken by our Group. All the data are presented in an easy-to-understand manner through the use of photographs and diagrams. Additionally, the major events that have occurred since the last Report are introduced as“Highlights” in the first part of the Report, while our specific efforts are presented as “Topics” in the main part of the Report. Also, in the main part of this year’s Report, we have included numerous articles to describe the specific efforts made by some of our employees, such as“TICKET TO TOMORROW”, in order to demonstrate the understanding and shared awareness that each employee has of JR East Group’s various policies and measures. We hope that this Report will be of assistance to all stakeholders in further deepening understanding of JR East Group. JR East is committed to practicing ESG management as described in the JR East Group Management Vision“Move Up” 2027 and to solving social issues through its businesses. At the same time, we will strengthen communication with all stakeholders and respond to the trust placed in us by all our customers as a whole group by reporting on the progress of the Management Vision on a timely basis. We sincerely ask for your continued understanding in regard to JR East Group’s business operations, and your honest opinions are always welcome. Thank you.

Hideki Nemoto

Executive Officer & General Manager of Management Planning Department Corporate Planning Headquarters East Japan Railway Company

108 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 109 JR East Group Sustainability Report 2018

FTSE International Ltd. allows the use of the FTSE4Good mark for JR East Group Sustainability Report 2018 companies that satisfy certain standards.

JR East Group Sustainability Report 2018

Published in September 2018 (Last published in September 2017 / Next publication planned for September 2019) East Japan Railway Company Committee on Ecology 2-2 Yoyogi 2-chome, Shibuya-ku, Tokyo 151-8578, Japan E-mail: [email protected] http://www.jreast.co.jp/e/environment/