CONNECTING COMMUNITIES TO NEW JOURNEYS SMRT TRAINS LTD. | OPERATIONS REVIEW 2020 CONTENTS MILESTONES Our Vision 2 Moving People, AT A GLANCE Enhancing Lives Mission 4 ▶ Improving Commuter Experience To deliver a public transport 9 ▶ Improving Reliability service that is safe, reliable and commuter-centric 12 ▶ Improving Connectivity 13 ▶ Nurturing Our People 16 ▶ Serving Our Community Core Values 17 ▶ Key Financial and Operating Data FROM OUR CHAIRMAN 18 19 FROM OUR GROUP CEO DEPUTY GROUP CEO’S MESSAGE 20 Integrity Service & Safety Excellence 21 PRESIDENT'S MESSAGE OUR OPERATIONS 22 26 SAFETY & SECURITY 34 SMRT Trains Ltd. (SMRT Trains) is the pioneer Mass Rapid Transit operator in Singapore. ENGINEERING Since 1987, we have provided safe and convenient transport services to millions of commuters, and have contributed to the vibrancy of our urban landscape. 38 COMMUTER ENGAGEMENT AND SERVICE EXCELLENCE Today, we operate and maintain the North-South and East-West Lines, the Circle Line, the new Thomson-East Coast Line and the Bukit Panjang Light Rail Transit system. OUR PEOPLE 42 Our lines cover over 148km of rail tracks across 108 stations. 46 We are committed to enhancing our rail capability and deepening our engineering OUR COMMUNITY expertise to deliver a best-in-class transport service that is safe, reliable and customer-centric. AWARDS AND ACCOLADES 50 MILESTONES 2014 ▶ The power rail replacement works on the NSEWL are completed. ▶ SMRT Trains crosses the landmark of 1987 2005 10 billion passenger journeys carried. ▶ SMRT Trains celebrates ▶ Singapore Mass Rapid Transit (MRT) is ▶ Raffles Xchange, the first MRT 30 years of MRT operations. incorporated. station to be redeveloped for ▶ SMRT Trains introduces Adopt-A-Station, transit retail, is launched. a community outreach programme with ▶ Stations along the NSL and EWL ▶ Singapore’s first MRT system begins local schools. experience early closure, late opening and operations with inaugural service full day closure to facilitate renewal and between Yio Chu Kang and Toa Payoh maintenance works. on the North-South Line (NSL). 2008 ▶ ‘SMRT is Green’ is launched 2015 organisation-wide as a commitment ▶ SMRT celebrates SG50 with free travel on to environmental sustainability. SMRT trains and buses. 2018 1988 ▶ SMRT and LTA commence works ▶ Fifteen more stations open and the ▶ Choa Chu Kang Xchange, SMRT’s first transit ▶ The SMRT Trains Engineering Programme is to renew and enhance the power MRT system is officially launched by retail development in the heartlands, opens. launched to develop a sustainable pipeline supply system on the NSEWL. Singapore’s first Prime Minister, of engineering professionals. the late Mr Lee Kuan Yew. ▶ SMRT launches first C151 trains from 2009 Bishan Depot. ▶ SMRT Corp achieves ISO 14001 certification 2016 ▶ Renewal works for the Bukit Panjang LRT 1990 for its Environmental Management System. ▶ The JurongHealth Mobility Park, sponsored system commence ▶ Boon Lay MRT station on the East-West by SMRT, is the first of its kind in Singapore Line (EWL) opens, marking the ▶ Singapore’s fourth rail line, Circle Line (CCL), where life-size public transportation models completion of the system. commences service from Bartley to help with patients’ rehabilitation. Marymount. 2019 ▶ Seven SMRT Trains engineers are accredited ▶ SMRT, with the support of LTA, 1996 as Singapore’s first Chartered Engineers in RELOCATES THE NSEWL OCC ▶ The NSL is extended to Woodlands, 2011 Railway and Transportation Engineering. at Victoria Street to Kim Chuan Depot. completing the loop. ▶ Train Service from Caldecott to ▶ SMRT Trains transitions to the New Rail HarbourFront CCL stations commences, ▶ SMRT achieves MKBF OF 1,000,000 marking the completion of the line. Financing Framework on 1 October, following shareholders’ vote at the Extraordinary TRAIN-KM on all three lines. 1999 General Meeting on 29 September. ▶ Singapore’s first light rail system, the ▶ The new CANBERRA MRT STATION Bukit Panjang Light Rail Transit (LRT), 2012 ▶ SMRT Corp is delisted from SGX on 31 October. on North-South Line (NSL) opens for service. opens for passenger service. ▶ Train service from Bayfront to Marina Bay CCL stations commences. ▶ Sleeper replacement works on the NSL and EWL are completed. 2000 2020 ▶ SMRT Corporation Ltd (SMRT Corp) is 2013 ▶ The 43KM THOMSON-EAST listed on Singapore Exchange (SGX). ▶ SMRT Trains embarks on a multi-year 2017 COAST LINE (TEL) opens and will Sleeper Replacement Project to improve ▶ Trial of the new signalling system on the eventually have 32 new stations. journey times and provide commuters with NSL begins. 2001 a smoother ride. ▶ SMRT Trains signed a contract with ▶ The Tuas West Extension opens, adding Bombardier Transportation (BT) for ▶ SMRT Corp launches its Learning ▶ Woodlands MRT station is the first MRT four new stations on the EWL. the provision of Journey Programme in collaboration station in Singapore to be awarded the LONG-TERM with the Ministry of Education. Building and Construction Authority’s ▶ SMRT Trains is awarded the Thomson-East SERVICE SUPPORT FOR THE Green Mark (Gold). Coast Line (TEL) contract to operate and 106 BOMBARDIER MOVIA maintain the line in stages from 2019 for TRAINS which will be used for ▶ SMRT Trains embarks on a holistic an initial nine-year period. TEL will add 2002 the NSEWL. ▶ Changi Airport MRT Station opens. network-wide predictive maintenance 43km and 32 new stations to the existing regime on the North-South and East-West train network. Lines (NSEWL), with introduction of new technologies. 02 | MILESTONES MILESTONES | 03 AT A GLANCE In Stations IMPROVING COMMUTER EXPERIENCE We aim to provide greater convenience and comfort to commuters throughout their journeys. iSTANDS QR-EMBEDDED for quick and POSTERS with easy access information on to vital alternative travel information options CUSTOMER SERVICE INITIATIVES In Stations All the toilets in SHARED- our stations have UMBRELLA attained the SERVICES GOOD RESTROOM are available at GRADING of four 24 OF OUR CHARGING POINTS PRIORITY QUEUES stars, awarded by the STATIONS. Restroom Association with digital screens for commuters with needs (Singapore). at elevators DEMENTIA Be A Dementia GO-TO POINTS Friend at selected stations where those with TRAIN SERVICE UPDATES dementia, or anyone DEMENTIA-FRIENDLY EAST-WEST LINE NORMAL ELECTRONIC DIAPER CHANGING SINGAPORE who sees a person NORTH-SOUTH LINE NORMAL DISPLAYS STATIONS in most CIRCLE LINE NORMAL with dementia, can BUKIT PANJANG LRT NORMAL show train service handicapped toilets seek help. 31 Jan 09:00AM updates along the Circle Line In Trains MUSIC IN STATIONS FESTIVE EVENTS STARiS™ to celebrate occasions (SMRT Active Route Map for better ambience and NEXT STATION to delight commuters with our commuters TE2 NS9 WOODLANDS Information System) provides real-time travel information in trains 04 | AT A GLANCE - IMPROVING COMMUTER EXPERIENCE AT A GLANCE - IMPROVING COMMUTER EXPERIENCE | 05 CUSTOMER SERVICE INITIATIVES ACCESSIBILITY At Passenger Service Centres For Visually Impaired Commuters CARE STICKERS DIGITAL DISPLAYS for commuters who to update commuters GUIDE DOGS TACTILE GROUND require special care on train services and are allowed in stations SURFACE INDICATORS provide answers to and onboard trains throughout the stations common queries Lift buttons with BRAILLE PLATES On Platforms CARE ZONES FANS for improved Care for commuters who ventilation For Hearing Impaired Commuters Zone need assistance 31 Jan PLASMA DISPLAYS FLASHING RED 5 Marina South Pier at platforms indicate ‘DOOR CLOSING’ Marina Bay 3 mins train arrival times lights at train doors Marina Bay 4 mins On the Go SMRTCONNECT E-TRAVEL CHIT FLUORESCENT is a multi-modal journey for greater DISPLAYS in trains provide planner app that convenience in multi-language messages > NS1 Jurong East ... To Joo Koon (EW) 5, 8min To Pasir Ris (EW) provides real-time train obtaining a To Marina Bay (NS) Arr, 9min NS2 Bukit Batok ... > Bukit Gombak ... and bus arrival timings, proof-of-travel NS3 > NS4 Choa Chu Kang ... > as well as detailed station during a disruption information within For Commuters in Wheelchairs the SMRT network WHEELCHAIR- BARRIER-FREE Report a FAULT to SNAP-REP SMRT’S TWITTER our WhatsApp service ACCESSIBLE ENTRANCES AND +65 9788 4398 (Snap and Report) FEED provides live snap a PICTURE lets commuters report ELEVATORS WIDER FARE GATES and tell us about it travel advice and technical defects in the updates network via WhatsApp WHEELCHAIR- ACCESSIBLE TRAIN CARRIAGES allow for two wheelchairs per train 06 | AT A GLANCE - IMPROVING COMMUTER EXPERIENCE AT A GLANCE - IMPROVING COMMUTER EXPERIENCE | 07 CUSTOMER SATISFACTION* IMPROVING RELIABILITY Our renewal works on the North-South and East-West Lines (NSEWL) will reduce the incidences of delays and breakdowns, resulting in smoother rides. 99.5% OUR RENEWAL WORKS 97.8% Power Rail Replacement 91.8% Improves the reliability of Completed in the electrical system, AUGUST LEADING TO FEWER Started in 2017 72.5 BREAKDOWNS 2015 65.0 64.6 63.4 Re-signalling Communications-Based Train Completed in Control signalling system APRIL allows trains to run at shorter intervals, substantially Started in 2019 IMPROVING TRAIN 2013 CAPACITY 2017 2018 2019 2020 * Figures updated as at September 2020. Power Supply System Renewal The Public Transport Customer Customer Satisfaction Index Fibre optic cables help Satisfaction Survey (PTCSS) by of Singapore (Average score To complete by transmit monitoring the Public Transport Council 0–100) by the Institute of information in real-time, measures the percentage of Service Excellence, Singapore Started in 2024 commuters who are satisfied Management University ALLOWING SYSTEM 2018 with our service and have TO BETTER PREDICT indicated a score of 6 and FAULTS above on a scale of 1 to 10 DO YOU KNOW ? DO YOU KNOW ? The power supply cable renewal involves about Our Twitter feed is one SMRTConnect of the most active in Singapore, with close to 3.0 APP was launched in 2018 with 1,300km AND 250km enhanced features such as of power cables of fibre optic cables located 480,000 FOLLOWERS train frequency indicator along the NSEWL’s tracks.