地铁运营 METRO OPERATION 地铁运营 Metro Operation Metro Operation 地铁运营

2013年客运指标 Passenger Transportation Statistics for 2013 2013 2012

年度客运总量（万人次） Total annual passenger boarding (Per Ten Thousand Trips) 205241.21 185610

年度内最高日客运量（万人次） 751 693 YEAR Highest Daily passenger boarding (Per Ten Thousand Trips)

日均客运量（万人次） 563 507.1 DAY Average daily passenger boarding (Per Ten Thousand Trips)

客车开行列次 Train operation trips 1.630.882 1.526.576

储值票使用率% Pre-paid fare usage 78.31% 76.68%

备注：2013 年 12 月 28 日六号线开通试运营，该数据不含六号线。 客运表现 Note：The trial operation of Line 6 started on December 28, 2013, Line 6 is not included in the chart above.

P aSSENGER Service 广州地铁竭诚为八方来客提供优质的客运服务 2013年运营服务表现 Guangzhou Metro is committed to providing top quality services for pas- Operation Service Performance for 2013 sengers from all over the world

99.97% 99.94% 99.95% 99.89% 99.92% 99.69% 2013年 2012年

2013年广州地铁始终坚持以乘客需求为导向，密 In 2013, GMC always insisted on its passengers’ demand-oriented 切跟踪线网客流变化规律，持续优化、调整大客流线路 guideline, closely kept track of the change rule of network passenger flow, and continuously optimized and adjusted large passenger flow line trans- 运输计划，在加快完成28列新车到位、69列新车调试 port plan; on a basis of accelerating the completion of 28 new trains and 的基础上，采取大小交路、跨线运营、不均衡运输等灵 the debugging of 69 new trains, GMC adopted flexible modes of transport 活的运输方式提高运能。六号线首期实现高水平开通， to increase the transportation capability, such as the line with big road and 运行图兑现率% 列车正点率% AFC系统设备完好 Running Chart Fulfillment Rate Trains Punctuality Rate 率（含广佛）% small road, overline operation and unbalanced transport. Phase 1 of Line 6 开通初期最小行车间隔压缩在4分钟以内，成为广州地 AFC System Equipment Service- achieved high-level operation and its minimum running interval at the initial ability Rate (including Guangfo 铁有史以来开通初期行车间隔最短的线路，改善了沿 Line) operation stage was compressed to less than 4 minutes, which made it the 线居民尤其是金沙洲居民出行条件。线网运营能力不断 line with the shortest running interval at the initial operation stage in the histo- ry of Guangzhou Metro and improved the travel condition of residents along 提升，全年安全运行2.3亿车公里，运送乘客20.5亿人 2013年乘客满意度状况 安全 the line, especially the residents in Jinshazhou. The operation capacity of safety 次，日均客运量563万人次，运行图兑现率、列车正点 Passenger Satisfaction Index for 2013 Metro network was constantly improved with an annual safety transportation 7.99 率分别达到99.97%、99.95%。 of 230 million vehicle km, a transportation of 2.05 billion person-times, av- 便利 快捷准点 convenience Efficiency and Punctuality erage daily passenger volume of 5.63 million person-times, 99.97% running 7.71 chart fulfillment rate and 99.95% train punctuality rate. 8.32

舒适 总体满意度 comfort Overall Satisfaction 8.31 8.14 人员服务 personnel service 8.44

33 34 地铁运营 Metro Operation Metro Operation 地铁运营

安全保障 S aFETY Assurance

2013年，广州地铁建立运输生产服务综合评估体 In 2013, GMC established the comprehensive evaluation system for 系和运营安全指数化评价体系，促进运营生产水平稳步 transportation production service and the operation safety indexation eval- uation system to steadily improve the operational production level. We took 提升。采取常态化“人工安全检查”安检措施，建立地 the normalized “Manual Safety Inspection” security measure and established 铁出入口管理长效机制，强化地铁车站秩序维护。加强 a long-term mechanism for metro exit & entrance management to strengthen 环境监控，在国内同行中率先开展气体探测系统试点研 the maintenance of the order in the metro stations. We enhanced the environ- 究，逐步形成地铁气体探测标准并向线网推广。加强车 mental monitoring and first carried out gas detection system pilot study in the domestic industry to gradually form the metro gas detection standards and 站入闸机处“三品”检查，从6月配发探测仪至2013 promote it to the network. We strengthened the check of “Flammable, Explo- 年底，共计查获“三品”6523件次，有效防止乘客携 sive, and Dangerous Goods” at the turnstiles of the stations and seized 6523 带“三品”进站乘车。重新设计列车应急设备标识，列 “Flammable, Explosive, and Dangerous Goods” from June, 2013 when the detectors were allocated to the end of 2013, which effectively prevented pas- 贴心服务 车“紧急报警（通话）按钮”统一更名为“紧急求助按 sengers from carrying “Flammable, Explosive, and Dangerous Goods” into C aRING Services 钮”，增加相关操作指引，乘客错误解锁车门的安全风 the stations. We redesigned train emergency equipment logo, and uniformly 为小市民解答地铁疑问 险隐患得到有效控制。落实对车辆、信号、接触网、轨 renamed the “Emergency Alarm (Call) Button” to “Emergency Calling Button” Answering little citizens’questions about the metro and increased relevant operating instructions so that the potential safety risk 道等关键设备的常态化专项普查，全年共完成5139项 for passengers to wrongly unlock the train door was effectively controlled. We 设备整治作业，组织23批次专项安全检查，发现和解 implemented the special normalized inspections for vehicles, signals, cate- 决各类安全隐患共501项。 naries, rails and other key equipments; and during the whole year, we com- pleted 5,139 equipment renovation practices, organized 23 special security checks and discovered and solved 501 potential safety risks.

2013年，广州地铁拓宽安全出行信息发布渠道， In 2013, GMC broadened the channels for releasing the safety travel 创新性推出地铁APP，积极搭建应急信息微信平台， information, innovatively launched Metro APP, actively built the Wechat plat- form of emergency information and newly added the broadcasting reminding 新增车站、列车安全提醒广播，进一步完善应急情况 safety in the stations and trains, which further improved passengers’ rights to 下乘客的安抚权、知情权、提醒权。持续开展“文明乘 be appeased, informed and reminded in the event of emergency. We contin- 车日”、“地铁下午茶”和“站长接待日”等交流活 ued to organize communication activities such as “Civilized Ride Day”, “Met- 动，并结合母亲节、重阳节等特殊节假日举办文明出行 ro’s Afternoon Tea” and “Station Master Reception Day”, and held civilized travels in combination with Mother’s Day, the Double Ninth Festival and other 活动，进一步培养乘客“用地铁、懂地铁、会地铁”理 special holidays and festivals, which further cultivated the passengers’ phi- 念，与地铁沿线周边的学校、社区等单位开展多场共建 losophy to use, know and take advantage of the metro; we held many joint 活动，以地铁员工走近社区、市民走进地铁的形式，介 activities with surrounding schools, communities and units along the metro lines, introduced the metro-related information by the form that metro staff 绍地铁相关信息，逐步养成乘客良好的出行习惯。 approaches the communities while the citizens walked into the metro and helped passengers gradually develop a good travel habit.

探测仪强化安保 Using detectors to strengthen security 35 36 地铁运营 Metro Operation Metro Operation 地铁运营

商业便民服务 广告业务 C oMMERCIAL and A dVERTISING Business Convenience Service

地铁商业经营包括商业资源的开发策划、经营策 The commercial operation of the metro includes development plan- 划、资源招商、经营管理及服务等。至2013年底， ning, operation planning, investment attraction, operation management and 地铁商业资源经营总面积近12万平方米，包括车站商 service of the metro commercial resources. As of the end of year 2013, the total operation area of metro commercial resources is nearly 120,000 square 业、地铁商场（商业街）、地面物业等资源形式，经营 meter, including station business, metro shopping malls (commercial streets) 业态主要有车站商铺及自助设备、车站商业街、超市、 and ground properties. The main operation types include station stores and 专业市场、写字楼、物流仓库和社区商铺等。作为地铁 self-service equipment, station commercial streets, supermarkets, special-

运营服务设施之一，广州地铁车站商业已形成了“品牌 ized markets, office buildings, warehouses and community stores, etc. As one

连锁、便利服务”为主要特色的地铁运营配套服务。至 of the metro operation service facilities, Guangzhou metro station business 2013年底，六号线新线商业与线路同步开业，品牌 has formed the metro operation supporting services which mainly feature 更多元化，为六号线高水平运营服务添加一道亮丽 “Brands Chain and Convenience Service”. At the end of 2013, Line 6 and its new line business went into operation at the same time, and the brands are 的色彩。 2013年广告媒体创意大赛作品 more diversifying, which increases the high-level operation service of Line 6. 2013 Advertising Media Creativity Competition Works 地铁灯箱广告业务以委托第三方的方式经营，随着 2013年，广州地铁继续开展会员营销活动为主的 In 2013, Guangzhou metro continued to implemented the new resourc- 六号线的开通，地铁传统媒体资源进一步拓展，灯箱数 新资源开发，积极拓展商家合作，开展了“暖冬关怀 • es development featuring members marketing campaign, actively expand- 量已攀至9810个。地铁广告在带来巨大经济收益的同 地铁随行”、“同心 同行 暑期乐游荟”、“同心 同 • • • ed the cooperation with commercial tenants and carried out the marketing 时，年内也启动了广告灯箱节能改造工作，改造后灯箱 行 吃喝玩乐有着数”、“广州地铁吉祥物大众有奖评 campaigns with the theme of “Caring in the warm winter with the company • 节能率超过56.64%，照明度提高约47.95%，均匀度 选”和“秋冬欢乐荟不停”等主题营销活动。地铁荟推 of metro”, “Same Heart, Same Walk, Summer Happy Tour”, “Same Heart, 提高约46.8%，改造效果受到各方面好评。 出首期会员杂志《地铁荟缤纷》，杂志涵盖了六号线探 Same Walk, Good Beer and Skittles”, “Mass Lottery Selection for Guangzhou Metro Mascot” and “Happy Gatherings in Autumn and Winter”. Metro Club Metro light box advertising business has been entrusted to a third party 密、沿线站点、地铁荟生活、会员专享活动等栏目，为 released the first member magazine Colorful Metro Club and it covered Line 6 to operate. With the opening of Line 6, the traditional media resources of the 会员提供丰富多彩的资讯。至2013年底，会员总数达 metro were further expanded, and the number of light boxes has reached Discovery, Stations along the Line, Metro Life, Member Exclusive activity and 9,810. While the metro advertising brought huge economic benefits, we also 到3.1万人，同比增长102.8%。 other columns, which provided colorful information for members. Till the end started the energy-saving transformation of the advertising light boxes. After of 2013, the total number of members reached 31,000 with the year-on-year transformation, the energy saving rate of the light boxes surpassed 56.64%; growth of 102.8% the illumination increased by about 47.95%; and the evenness increased by about 46.8%, which won praises in all aspects.

琳琅满目的站内便民商铺 37 A variety of in-station convenience shops 38 地铁运营 Metro Operation Metro Operation 地铁运营

通信服务 文化产品 C omMUNICATION Services M eTRO Derivative Product

通信业务系统地解决了地下空间的通信盲 区，为广大乘客提供畅顺联络、不间断的移动 通信服务和IC卡电话服务，为地铁商户提供 有线电话、数据专线和上网服务。配合政府建 设智慧广州的规划，公司大力支持地铁3G通 信系统建设工作，年内配合了移动TD-SCD- MA（3G）引入、联通WCDMA（3G）引 入、电信CDMA2000优化整改，完成了一号 线、二号线、三号线和四号线的传输扩容等多 项工程建设工作。至2013年底，已开通了三 号线（含三北线）、二号线和八号线的3G信 广州地铁Q版列车模型（Q family车模） Q Family Train Models of Guangzhou Metro 号，为乘客提供更优质的通信服务同时，还大 力推进WLAN试验及试点建设，充分论证民用 通信新技术在地铁空间建设的可行性。

GMC has systematically tackled the blind zone of the communication in the underground space, provided passengers with the smooth contact and uninterrupted mobile communi- cation service and IC card telephone service and provided the metro commercial tenants with wire telephones, data special 2013年，围绕推广地铁“阳光文化”品牌和地铁 In 2013, GMC focused on promoting metro’s “Sunshine Culture” brand lines and Internet services. To cooperate with the government’s 形象，积极推进地铁文化产品的开发工作，圆满完成了 and metro image and actively facilitated the development of metro Derivative plan to build a Smart Guangzhou, GMC strongly supported the products so that GMC successfully completed a series of core work including construction of metro 3G communication system, cooperating in 包括产品开发、活动推广、产品销售、产品管理在内 product development, event promotion, product sales and management. The the introduction of Mobile TD-SCDMA (3G) and Unicom WCDMA 的一系列核心工作。全年开拓的文化产品可分为传统 Derivative products developed throughout the year could be divided into 3 (3G) and the optimizing and rectification of Telecom CDMA2000, 类、新兴类、科普教育类三大类别。先后推出4款纪念 categories: traditional, emerging and science popularization education. GMC and completing the transportation and expansion of Line 1, Line successively launched many series products of Guangzhou Metro including 4 2, Line 3 and Line 4 and other project construction. By the end 票卡、3款展示型科普系统模型、2款列车模型、1款场 souvenir cards, 3 display science popularization system modes, 2 train mod- of 2013, GMC has opened the 3G signals of Line 3 (including 景模型和1款趣味产品在内的多项广州地铁系列文化产 els, 1 scene model and 1 fun product, which have won praises in the mar- Sanbei Line), Line 2 and Line 8, which provided more excellent 品，在市场赢得了好评，总收入逾310万元。其中，六 ket with a total income of more than 3.1 million. Among them, the souvenir communication service for passengers. Meanwhile, GMC vigor- 号线首通段开通纪念套装受到了广大市民的热烈追捧， package for the opening of the first section of Line 6 was popular among the ously promoted the WLAN experimental and pilot construction, general public, which has enhanced the social popularity and influence of the which fully demonstrated the feasibility of new civil communica- 提升了广州地铁文化产品的社会知名度和影响力。 Derivative products of Guangzhou Metro. tion technology in the construction of metro space. 地铁站内信号畅通、稳定 Signals in the metro station are smooth and stable

39 40 地铁运营 Metro Operation Metro Operation 地铁运营

地铁电视 羊城地铁报 Mtroe Media Service Guangzhou Metro Daily

羊城地铁报作为广州地铁唯一的纸媒体，在广州地 As the only paper medium of Guangzhou Metro, Guangzhou Metro 铁线网设置了140个派发点，覆盖天河、越秀等区域的 Daily has 140 distribution stations in Guangzhou Metro network, covering more than 80 high-end office buildings in Tianhe, Yuexiu and other districts, 80多个高端写字楼，雅居乐、星河湾等30多个小区， more than 30 housing estates including Agile and Star River, and more than 以及银行、汽车4S店等400多个发行点，日发行量高 400 distribution points including banks and auto 4S stores, with a daily 达100万份。羊城地铁报发挥了“免费+渠道”的独特 amount of distribution reaching 1 million copies.Guangzhou Metro Daily has 优势，在免费派发的渠道里，羊城地铁报在个人月均收 made full use of its unique “Free + Channel” advantage. As for its free distri- bution channel, Guangzhou Metro Daily has a larger coverage of the popula- 广州地铁电视拥有每日近600万人次的庞大收视人 入8000元及以上人群中拥有较高的覆盖，年到达率为 tion whose average personal monthly income is RMB8,000 or above with an 群。过往8年内，广州地铁电视客户市场以每年平均40 82.8%。 annual arrival rate of 82.8%.

％的增幅迅速扩张，积累了庞大的客户体系，超过800 羊城地铁报一路创新，荣获2013年中国最具影响 Guangzhou Metro Daily made innovations all the way and won the title 个国内外品牌客户的4000多个商业广告透过地铁电视 力地铁传媒称号。建立起平台化渠道媒体的服务新模 of China’s Most Influential Metro Media in 2013. It established a new service model for platform channel media. For example, it developed the advertis- 传达给乘客。作为广州地铁电视的旗舰栏目，《智慧生 式，如开发针对需求带动经营的“组团看楼+硬广”的 ing mix “Property Inspection Tour + Hard Advertising” for the demand-driven 活》、《走出地铁》、《游历天下》和《大家风范》等 广告组合、发起销售分成模式、根据客户需求提供定制 business, launched the sales commissions sharing pattern, issued custom- 一直获得地铁乘客出行过程中100％的收视关注。 发行、随报派送试用品增强体验促进销售、通过发行员 ized products according to the demand of the customers, distributed the newspaper with trial products to enhance the experience and facilitate the 为确保服务质量，地铁电视公司加紧开展系统 行为艺术派报吸引眼球制造话题等。客户对羊城地铁报 sales, and distributed the newspaper through the performance art of the 维护的各项工作，2013年，全线设备开机服务率为 的投放广告满意度高达86.2%。 issue staff to attract eyeballs and create topics. The customer satisfaction 96.81%，设备安全播出率达到100%，为地铁运营服 for the launch of advertising at the Guangzhou Metro Daily is reaching up 务和广告经营提供了支持。 to 86.2%.

Guangzhou Metro Television has a huge daily viewership of nearly 6

million person-times. In the past 8 years, the customer market of Guangzhou

Metro Television was rapidly expanded at an average annual rate of 40%,

which made it accumulate a large customer system. More than 4000 commer-

cial advertisings from more than 800 foreign and domestic brand clients have

been delivered to passengers through the metro television. As the flagship

program of Guangzhou metro television, Intelligent Life, Out of Metro, Travel

around the World, Everyone Demeanor and other programs have always ob-

tained 100% audience attention during the trips of metro passengers.

To ensure the quality of the service, metro television company vigor-

ously carried out the work regarding system maintenance. During the year

of 2013, its Using TV service rate reached 96.81% and safety broadcasting

rate 100%, which provided supports for the metro operation service and ad-

vertising operation.

地铁电视精彩的节目和精准的地铁信息，为乘客带来愉悦及便利 Wonderful programs and precise metro information of the metro television bring pleasure and con- venience to passengers

乘客免费领取羊城地铁报及随报派送的试用品 Passengers get free Guangzhou Metro Daily with free trial products

41 42 地铁运营 Metro Operation Metro Operation 地铁运营

地铁物资 运营服务展望 M eTRO MaterialS 2014 Operation Service Outlook

2014年运营服务将着力研究制定精细化的站控、 危害的宣传频率，持续加强乘客行为的引导。完善地铁 换乘站线控、网控预案，重点考虑多站连续换乘对客运 保卫范围内工程项目和外部风险源清单，减少外部原因 组织的复合压力，完善既有线路各大客流车站客流组织 带来的运营安全隐患，提升运营安全风险防范能力。研 方案。开展乘客满意度提升专题研究，加强高峰期站台 究增加既有线路车站商铺总面积及争取合建通道商铺资 秩序引导，加强乘客界面统一性的管理，进一步优化服 源，提升既有线路经营资源总量，在实施社会效益与经 务软、硬件，擦亮品牌。增加乘客不规范行为带来运营 济效益同时，进一步控制成本。 新造建设仓库全景 Panorama of Newly-built construction warehouse

In 2014, our operational service will focus on research about develop- reminder that disorderly conduct of the passengers can lead to operation haz- ing the elaborate plan for the station control, transfer station line control and ards and continuously reinforce the guidance of passenger behavior. GMC will network control, especially consider the compound pressure for passenger perfect the list of engineering projects within the scope of metro security and traffic organization resulting from continuous transfer among different sta- external risk resource, decrease the potential operation safety risks resulting tions and improve the passenger flow organization program of the existing from external reasons and increase the operation safety risk prevention ability. 广州地铁运营采购物流中心（广州地铁物资有限公 划、到货管理、仓储管理到竣工结算一条龙的采购服 lines for stations with a big passenger flow. GMC will carry out monographic GMC will carry out the research on increasing the total area of station stores 司）是按“一套人马、两块牌子”的模式建立起来的轨 务，2013年重点做好了六号线机电设备的到货、仓 study about the improvement of passenger satisfaction, strengthen the or- at the existing lines and strive to jointly build the passageway stores so as to 道交通物资管理与物资经营的单位，公司2013年实现 储、验收、支付等工作；材料供应管理服务提供混凝 der guidance of the station during the peak hours, reinforce the management increase the total volume of operation resources at the existing lines and fur- of passenger interface uniformity, further optimize the service software and ther control the cost at the time of realizing the social and economic benefit. 经营收入4.08亿元，税前利润3366万元。 土、钢材等建筑主材的供应与质量把控，2013年完成 hardware and polish the brand. GMC will strengthen the frequency of the 运营采购物流中心主要从事运营物资的采购计划 混凝土供应服务81万方，钢材13万吨；建材销售业

管理、库存管理、物资技术管理等职能管理，年采购量 务2013年着力拓宽采购渠道、降低成本、提高盈利能 公园前地铁控制中心 超过6亿元，采购品种6万多种，供应商数量超过1000 力，年销售收入2.9亿元。为适应市场需求和匹配总公 Gongyuanqian Metro Control Center 家，在业内率先建立的网上比价系统实施阳光采购，受 司业务发展，公司在2013年着力拓展了轨道交通备品 到广州市委、市政府的高度肯定。 备件供应业务，在房产装修材料领域有了进一步的拓 广州地铁物资有限公司主要从事机电设备采购 展，顺利完成南海金融城项目和华贵路住宅小区项目的 服务、材料供应管理服务、建材与备件销售和房产装 厨房家电、卫浴、木门、瓷砖等多个品种的物资供应， 修材料供应等业务。机电设备采购服务提供从招标策 建立起较为充分的战略供应商库。

Based on the “Same Personnel and Two Licenses” model, Guangzhou procurement service includes one-stop procurement service from bidding Metro Operation, Procurement and Logistics Center (Guangzhou Metro Ma- planning, goods arrival management and warehouse management to com- terial Co., Ltd.) is a unit engaged in rail transit material management and ma- pletion settlement; and its focus in 2013 was the completion of the arrival, terial operation. In 2013, it achieved the operation income totaling 408 million storage, inspection and acceptance, payment and others of mechanical and Yuan with a profit before tax of 33.66 million Yuan. electrical equipments of Line 6. The materials supply management service

Operation, Procurement and Logistics Center is mainly engaged in includes the supply and quality control of concrete, steel and other principal functional management including the procurement plan management, inven- building materials; and the supply of the concrete in 2013 was 810,000 cubic tory management, material technology management of the operation materi- meter and the supply of steels was 130,000 tons. The focus of the building als. The annual amount purchased surpassed 600 million Yuan; the number of materials sales service was to broaden the procurement channels, lower the product types was more than 60,000; and the number of suppliers exceeded cost and increase the profitability; and its annual sales income was 290 mil- 1000. It established the first online price comparison system in the industry lion Yuan. In order to adapt to the market demand and to match the business to implement the sunshine procurement, which received highly recognition development of the GMC, Guangzhou Metro Material Co., Ltd. paid attention from Guangzhou Municipal Party Committee and Guangzhou Municipal Gov- to expand the supply business of rail transit reserve part and spare part in ernment. 2013. it further expanded in the field of real estate decorative materials, suc- cessfully finished the materials supply of kitchen appliances, bathrooms, tim- Guangzhou Metro Material Co., Ltd. is mainly engaged in mechanical ber doors, tiles and others for the Nanhai Financial Town Project and Huagui and electrical equipment procurement service, material supply management Road Housing Estate Project, and built a rich strategic supplier database. service, building materials and spare parts sales, and real estate decoration materials supply and other services. Mechanical and electrical equipment 43 44