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YOUR JOURNEY MATTERS SERVICE AND RELIABILITY WITH SMRT SMRT Trains Ltd. Operations Review 2017 YOUR JOURNEY MATTERS Our Vision Moving People, Enhancing Lives Our Mission To be the people’s choice by delivering a world-class transport service and lifestyle experience that is safe, reliable, and customer-centric Our Core Values AFETY & SERVICE EXCELLENCE MASTERY ESPONSIBILITY & RESPECT TEAMWORK NURTURE INTEGRITY MILESTONES: 30 YEARS OF MRT OPERATIONS 2000 SMRT Corporation Ltd (SMRT Corp) lists on Singapore Exchange (SGX). 2013 2016 The JurongHealth SMRT Trains embarks Mobility Park, sponsored 2009 on a multi-year by SMRT, is the first 1987 2001 Singapore’s fourth Sleeper Replacement of its kind in Singapore Singapore Mass In collaboration rail line, Circle Line, Project to improve where life-size Rapid Transit is with the Ministry of commences service from journey times and public transportation incorporated. Education, SMRT Corp Bartley to Marymount. provide commuters models help patients 2017 launches its Learning with a smoother ride. 1990 rehabilitate. Sleeper replacement Singapore’s first Journey Programme. SMRT Corp achieves The opening of works on the MRT system begins ISO 14001 certification SMRT Trains North-South Line Boon Lay MRT Station Seven SMRT Trains operations with for its Environmental embarks on a holistic and East-West Line on the East-West Line engineers are inaugural service Management System. network-wide predictive 2014 are completed. marks the completion accredited as between Yio Chu Kang maintenance regime of the system. SMRT Trains crosses Singapore’s first and Toa Payoh on the on the North-South 2002 the landmark 10 billion Chartered Engineers The trial of the new North-South Line. and East-West Lines, passenger journeys Changi Airport MRT in Railway and signalling system with introduction carried. 1996 station opens. Transportation on the North-South of new technologies. Line begins. The North-South Line Engineering. 1988 SMRT Trains introduces is extended to Fifteen more Woodlands MRT Adopt-A-Station, Woodlands and the 2011 SMRT Trains transitions The Tuas West stations open and 2005 station is the first a community outreach loop is completed. Train service to the New Rail Extension opens, the MRT system is Raffles Xchange, the MRT station in programme with from Caldecott to Financing Framework adding four officially launched first MRT station to be Singapore to be local schools. HarbourFront on 1 October, following new stations on the by Singapore’s first redeveloped for transit awarded the Building Circle Line stations shareholders’ vote at East-West Line. Prime Minister, the 1999 retail, is launched. and Construction commences, marking the Extraordinary late Mr Lee Kuan Yew. Bukit Panjang Authority’s the completion 2015 General Meeting on SMRT celebrates Light Rail Transit, Green Mark (Gold). of the line. SMRT Trains celebrates 29 September. 30 years of MRT Singapore’s first light 2008 operations. rail system, opens for SG50 with free travel SMRT Trains opens SMRT Corp passenger service. on SMRT trains Choa Chu Kang 2012 and giveaways at delists from SGX. Xchange, its first 10 stations. in the heartlands. Train service from Bayfront to Marina Bay Circle Line ‘SMRT is Green’ is stations commences. launched organisation- wide as a commitment to environmental sustainability. JOIN US ON: GO ONLINE: FSC LOGO SMRTCorpSG @SMRT_Singapore This report is printed on Tocatta Extra White and Enviro Wove, 1987 1990 2000 2016 2017 TM SMRT www.smrt.com.sg certified according to the FSC standard. For more information SMRT Corporation Ltd Visit our corporate website please visit fsc.org for more information @SMRTSingapore and to contact us Designed and Produced by Black Sun Pte Ltd SMRT Trains Ltd. Your Journey Matters Operations Review 2017 1 In 2017, SMRT celebrates 30 years of MRT operations. Delivering a world-class transport service that is safe, reliable and customer- centric is at the heart of what we do. As Singapore’s iconic train operator, we carry more than two million passengers on our train network daily. Throughout our 30 years of service, we have connected communities and transformed the way people live, work and play. As we embark on our next leg, your journey matters. We look forward to the boundless opportunities to continue serving you and delivering safe and reliable travel experiences. 2 SMRT Trains Ltd. Your Journey Matters Operations Review 2017 3 At a Glance VIEW MORE ON PAGES 16–21 At Passenger On Platforms In Trains Improving Commuter Experience Service Centres We provide greater convenience and comfort to commuters throughout their journey. Care Zone Thanks FOR CARING Care Zones for commuters who need assistance Next Station Customer Service Initiatives TM Care Stickers STARiS for commuters (SMRT Active who require Route Map special care Information System) provides real-time in-train travel information Fans for improved ventilation In Your Hands In Stations PRIORITY QUEUE TRAIN SERVICE UPDATES SMRTConnect, SMRT’s Twitter feed SNAP-REP our mobile app for journey provides live travel advice (Snap and Report) planning, offers travel and updates lets commuters report Charging Points Priority Queues at elevators Electronic displays show information on SMRT technical defects in the for mobile devices for commuters with needs train service updates trains and buses network via WhatsApp 4 SMRT Trains Ltd. Your Journey Matters Operations Review 2017 5 At a Glance Accessibility Customer Satisfaction Customer Satisfaction For Visually For Hearing For Commuters 96% Impaired Commuters Impaired Commuters in Wheelchairs 92% 93% 66 62 60 SMRT’s Twitter feed is one of the most active in Singapore with more than Guide dogs Plasma displays Wheelchair-accessible 400,000 are allowed in stations on platforms indicate elevators followers. and onboard trains train arrival times 2014 2015 2016 Public Transport Customer Customer Satisfaction Index of Satisfaction Survey by the Singapore (Average score 0–100) Public Transport Council by the Institute of Service Excellence, SMRT contributes Singapore Management University Figures are rounded $5 Tactile ground Flashing red ‘Door Closing’ Barrier-free entrance million surface indicators lights at train doors and wider fare gates a year since 2011 throughout the station to schemes that encourage commuters to shift their travel patterns away from peak periods. Thank you for the NEXT STATION 162 compliments to every complaint received Lift buttons Fluorescent displays Wheelchair-accessible train have Braille plates in trains provide carriages allow for two multi-language announcements wheelchairs per train 6 SMRT Trains Ltd. Your Journey Matters Operations Review 2017 7 At a Glance VIEW MORE ON PAGES 22–26 Improving Reliability Our renewal works on the North-South and East-West Lines (NSEWL) will ensure fewer Upgrading Older Trains train breakdowns, smoother rides and shorter waits. Fitted with new sub-systems, e.g. new air conditioning, replacement of pneumatic door system with electric door system, newer interior and Public Announcement System RIGHT ON Started in TRACK Our Renewal Works To complete by We replaced a total of 2015 2018 Sleeper Re-signalling Power Rail Replacement Replacement 188,000 wooden sleepers with concrete ones over 3 years. Adding New Trains 45 new trains have been delivered Since The new signalling system will open and close doors Old wooden sleepers replaced New signalling Improves the reliability 12 more automatically, and doors with more durable concrete system allows trains of the electrical system, by remain open for about sleepers for smoother rides to run at shorter intervals, leading to fewer 2015 substantially improving breakdowns 2018 train capacity 30 Trains progressively put into service from April 2017 seconds at most stations. Started in Started in Started in Stage of Completion (%) 2013 2013 2015 Sleeper replacement NSL 100 Completed in To complete To complete Sleeper replacement EWL 100 December by in Re-signalling NSL 100 2016 2018 2017 Re-signalling EWL 91 Power Rail Replacement NSL 96 Power Rail Replacement EWL 96 Adding new trains 79 Correct as at end May 2017 8 SMRT Trains Ltd. Your Journey Matters Operations Review 2017 9 At a Glance Improving Connectivity We have started operations on the Tuas West Extension, and are gearing up to operate Our Performance the completed loop of the Circle Line. How We Measure Reliability VIEW MORE Operating Tuas West Extension ON PAGE 27 We measure the number of kilometres we clock before incurring a single service delay lasting more than 5 minutes. This is referred to as mean kilometres between failure or MKBF for short. Here is the 12-month average up to April 2017. EXTENDED 13 4 new trains for the new stations: NSL We aim to achieve 180,400km 4,000 times Gul Circle, up and down the North-South Line 7.5km Tuas Crescent, extension from Tuas West Road Joo Koon MRT station and Tuas Link More than and new EWL 26-hectare 300,000km depot 151,400km 3,000 times up and down the East-West Line in 2017 Operating Full Circle Line Loop on the North-South Line CCL 8,000 times and East-West Line Bishan Serangoon 281,800km before a single service up and down the Circle Line delay of >5 mins Circle Line loop Botanic Gardens completed by 2025 with Paya Lebar Distance (in km) rounded to the nearest hundred 3 Buona Vista Dhoby Ghaut new stations: How We Perform Against LTA Operating Performance Standards Keppel, Train Arrival Punctuality (%) Cantonment This measures the percentage of trains reaching the platform within 2 minutes of their scheduled arrival time at least and Prince Edward 96% of the time. FY2017 is from 1 April 2016 to 31 March 2017. Train punctuality performance on the NSEWL has for better access to the been affected by speed restrictions, which were imposed for safety reasons because of sleeper replacement works. Central Business District, Promenade Marina Bay Area NSEWL CCL and HarbourFront FY2013 89.1 FY2013 98.6 HarbourFront Marina Bay FY2014 84.9 FY2014 99.5 FY2015 87.5 FY2015 99.6 FY2016 92.1 FY2016 99.6 2025 FY2017 91.0 FY2017 99.3 Circle Line completion date 10 SMRT Trains Ltd.
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