As we look ahead, our task is clear: to deliver an outstanding MRT system which puts commuters first and that can be the pride of Singapore ...
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SMRT Corporation Ltd Group Review 2017
Mobility at your service
Chairman’s Message
As we look ahead, our task is clear:
to deliver an outstanding MRT system
which puts commuters first and that
can be the pride of Singapore.
In 2017, SMRT commemorated An SMRT Readiness Inspection Ongoing Plans & Focus
30 years of train operations. Over Team (READI) has been set up
We are pushing ahead to
the last three decades, we have to enhance quality standards
complete most of the renewal
journeyed to provide multi-modal in rail maintenance and
works on the North-South
public transport services. As we engineering. This is being led
and East-West Lines by 2020.
look ahead, our task is clear: to by an Assistant Chief Executive
Later this year, we will scale up
deliver an outstanding MRT system at SMRT Trains, who is also
pre-opening preparations for
which puts commuters first and that working closely with the Land
the Thomson-East Coast Line,
can be the pride of Singapore. Transport Authority (LTA)
which opens progressively from
as Chief of Joint Readiness
Ensuring Reliability, 2019. We are also participating
Inspection to audit standards in
Availability, Maintainability, actively in the Rapid Transit
rail maintenance and operations
Safety and Security System Link project that will
at SMRT.
connect Singapore and Johor
The SMRT team must deliver
In addition, we are working on Bahru to benefit the people of
cost-effective public transport
our multi-year rail renewal efforts, Singapore and Malaysia.
services that provide reliable,
strengthening the operations and
seamless and a pleasant travel For our Bus business, we must
maintenance teams, and building
experience for our community. keep pace with emerging trends as
robust engineering capabilities to
There should be fewer disruptions; technology continues to transform
enhance RAMSS. These initiatives
and with an ongoing preventive the way public bus services are
aim to continually deliver desired
and predictive maintenance regime, delivered. At the same time, our
rail performance over the entire
our trains and road vehicles must SMRT Commercial, SMRT Taxis,
life of our MRT system. SMRT
spend less time in the workshop. SMRT Services, SMRT International
will continue to collaborate with
Our system therefore needs to and corporate business teams
LTA and various stakeholders to
rise to and be sustained at the should stay focused on making
keep the MRT network resilient
highest standards of reliability, SMRT future-ready and support
and robust.
availability, maintainability, the push to offer best-in-class
safety and security (i.e. RAMSS). options in urban mobility.
10
Building a Forward-Looking Strategy
Chairman’s Message
Putting People First This should enable us to achieve Thank You
higher overall productivity,
At SMRT, our Common Purpose is We thank our commuters for
with higher Mean Kilometres
to “build trust and bring on smiles, their patience and understanding
Between Failures per labour cost:
every day and in everyone who as we work hard to provide
a more motivated, disciplined
journeys with us”. When our safer, more reliable and
and productive worker will lead
commuters experience reliable customer-centric services.
to MRT trains travelling a longer
and comfortable transport services,
distance before encountering a At SMRT, we must all have
we gain their trust and confidence.
delay of more than five minutes. the courage to undertake the
We must continue to develop and task ahead of us. This is the
We must push for higher standards
train our people and build a highly only way to serve our commuters
of service to serve commuters
disciplined and competent organisation well and to build an outstanding
as best we can. A strong Service
that performs to its fullest potential. MRT system we can all be
Culture goes beyond friendly
This is critical especially as we proud of.
and courteous service. It is about
quicken our pace to acquire new
putting commuters at the heart To the Board, I extend my deep
technology in rail engineering and
of everything we do at SMRT. We appreciation for the support and
boost our capabilities.
have therefore appointed a Chief guidance you provide to SMRT.
Our priority is to improve the work lives Commuter Engagement Officer to I would also like to express my
and workflows of our workforce, while focus on commuter feedback and gratitude to the management,
ensuring a safe working environment to better understand their needs. employees and union leaders
for our staff. To nurture a disciplined for their continued diligence,
We have also enhanced our
workforce culture, we are implementing discipline and passion. You
SMRTConnect mobile application,
Kaizen company-wide. At SMRT, have soldiered with us over
providing commuters with real-time
Kaizen embodies “Continuous the last 30 years. You have my
train arrival timings. In addition, we
Improvement” (改善 in Mandarin, unwavering and full support as
have appointed a Chief Technology
Peningkatan Berterusan in Malay, we continue to work with key
Officer, two Chief Maintenance
or in Tamil). stakeholders to drive reliability
Officers, a Chief Operating Officer,
We are establishing more efficient and build trust by putting
and a Chief Spokesperson to
workflows and processes in our commuters first.
strengthen specific job functions.
depot workshops, allowing our
We hope these steps will deepen
workers to carry out tasks diligently
SMRT’s capabilities to better serve
with stronger accountability, Seah Moon Ming
our commuters.
ownership and discipline. Chairman
Our priority is to improve the work lives and workflows of
our workforce, while ensuring a safe working environment
for our staff. To nurture a disciplined workforce culture,
we are implementing Kaizen company-wide.
11SMRT Corporation Ltd Group Review 2017
Mobility at your service
CEO’s Message
Total journey time and train arrival
punctuality are also important
service quality measures, and
are expected to improve with
the stabilising of the new signalling
system. In addition, we are
We take our mission harnessing technology as a
key enabler to transform rail
seriously, knowing that operations. A Future Systems Office
we touch the lives of has been set up to engender a
knowledge-driven enterprise for
millions of passengers operations and maintenance,
because of their daily with condition monitoring sensors
and data analytics for predictive
commute on our trains, maintenance of our rail assets.
buses and taxis. A new integrated Maintenance
Operations Centre will be established
this year, further improving our ability
to troubleshoot faults responsively.
We launched an upgraded mobile
Last year, we marked our 30th year rail maintenance and renewal application to aid commuters in
of operations since the first MRT works to be accelerated. With the journey planning, with relevant
stations opened. Our journey replacement of all 188,000 wooden real-time information on train
continues, as we strive to be the sleepers, change-out of the entire arrivals and station crowdedness.
people’s choice by providing a world power (third) rail system, expansion
class public transport service and of the power system and introduction Although much progress was
lifestyle experience that is safe, of a new Communication-based made in rail reliability, public
reliable and commuter-centric. Train Control signalling system, confidence was unfortunately
we are now seeing significantly shaken by a tunnel flood in
We take our mission seriously, October 2017 resulting from
improved reliability on the lines.
knowing that we touch the lives maintenance failure by the work
of millions of passengers because Last year, Mean Kilometres team, and a train collision in
of their daily commute on our Between Failure (MKBF), a reliability November 2017 because of
trains, buses and taxis. Successive indicator used by international unexpected disabling of a protective
generations of Singaporeans have metros, improved on the Circle Line feature on the affected train. Safety
grown up with our stations and to 523,000km, 129% better than remains of paramount importance,
interchanges being part of their in 2016. The North-South Line and a comprehensive review was
collective memories. At SMRT, (NSL) and East-West Line (EWL) conducted to strengthen safety
we are committed to moving people, achieved 336,000km and 278,000km, audits and procedures, control
enhancing lives – serving with a improving by 115% and 92% measures, and staff training to
common purpose to build trust and respectively compared with the prevent future occurrence.
bring on smiles every day, and with previous year. Early indications
everyone who journeys with us. this year show promising results, We continue to work closely with
and we expect to reach even closer the Land Transport Authority to
Journeying toward Rail Excellence to our goal of 1 million in MKBF. manage asset life cycle to achieve
greater reliability, availability,
Key to that service excellence We have overcome the initial teething maintainability, safety and security,
goal is our emphasis on improving issues faced with the new signalling under the new rail financing
rail reliability and availability. Our system on the NSL, and look forward framework that was approved in
multi-year, multi-project effort to to smoother implementation on the 2016 and successfully implemented
renew and improve the North-South EWL in the coming months. When last year. Following the privatisation
and East-West Lines, our oldest lines, the project is completed this year of SMRT from November 2016,
is one of the most ambitious rail and with more new trains delivered, we have also been addressing
transformation programmes undertaken the improved train availability and with our stakeholders the urgent
on a live system anywhere in the shortened headways will increase resource demands for rail system
world. Extended engineering hours overall passenger capacity, especially sustainability over the long term.
afforded by early closure and late during peak hours.
opening of the lines have enabled
12Building a Forward-Looking Strategy
CEO’s Message
Building People Competencies Expanding Our Operational Students and community groups
Footprint have been active on Learning
With our eye on the future, we have
Journeys at Kim Chuan Depot.
been developing indigenous capabilities We are excited to have won the
Since introducing the Adopt-a-
in rail engineering, procurement and tender for the TEL which will add
Station/Interchange project in
construction, and our first locally 43km and 31 new stations to our
2014, over 1,500 students from
refurbished trains will be fielded in network when fully operational in
more than 30 schools have
the coming months. Our core of rail 2024, improving accessibility for
become our ambassadors to
experts and technical staff have also our commuters. We also accepted
serve the community while
been boosted, with engineering and the offer by the Governments of
upholding themselves as
technical manpower numbers growing Singapore and Malaysia to work
gracious commuters. More
more than 150% since 2013. We expect jointly with Prasarana in the
community engagements
to raise our engineer numbers from Johor Bahru-Singapore Rapid
are being planned around
500 by another 40% over the next Transit System Link.
existing stations and along
two years. 1,000 more staff will be
In 2017, SMRT Taxis successfully the TEL in the coming year.
added this year to our rail headcount
rolled out Singapore’s first taxi
to increase maintenance and Appreciation
sharing scheme, providing taxi
engineering capability, strengthen
partners more flexibility in Our appreciation goes to
commuter touchpoints, and prepare
managing their work schedule. Mr Koh Yong Guan, who stepped
for the first phase of the Thomson-
We also entered an exclusive down as Chairman in July 2017
East Coast Line (TEL) in 2019.
partnership with Grab for access after 11 years on the SMRT Board.
We have been working in partnership to our current and future taxi We welcome Mr Seah Moon
with the National Transport Workers’ and private-hire car fleet. Ming as our new Chairman and
Union to instil a culture of discipline look forward to his stewardship
Overseas, our subsidiary Strides
and accountability amongst managers with the Board and Management
Transportation entered a joint
and staff. A milestone Memorandum as we forge ahead to the future.
venture with Toyota Tsusho
of Understanding was signed to jointly
Corporation and Myanmar’s I would like to thank my
create a future-ready workforce with
Alliance Urban Transport to Management and staff for
life-long employability, increased
establish limousine and car their incredible teamwork and
productivity, enhanced professionalism
rental services in Myanmar. dedication as they commit
and strong employee engagement.
SMRT International also won each day to do their best
Shaping the Future of consultancy contracts to assist in providing safe, reliable and
Urban Mobility local authorities in the upcoming comfortable journeys for all
Palembang and Jabodebek LRT our commuters. As our network
With better tools for demand projects in Indonesia, and with expands to provide better
aggregation, we look forward to the Mauritius Government for accessibility and older lines
meeting commuters’ needs in first- their new LRT system. are renewed to ensure higher
and last-mile transport connectivity.
reliability, we are confident that
SMRT has been developing its Mobility- Reaching Out to the Community
the quality of our public transport
as-a-Service capabilities to provide
As part of our 30th anniversary services will continue to improve.
customised solutions and a digital
commemoration, we launched We appreciate the support and
platform through which users can
The Gift of Mobility Fund with understanding of our commuters
decide on their preferred travel mode
$30 million in cash and contributions as we work through these many
based on time, cost and convenience.
in kind, working with Community initiatives to bring about higher
Nanyang Technological University’s
Chest to lend a helping hand operational and service excellence.
lush campus and CleanTech Park in
to those with mobility needs.
Jurong Innovation District have been
Together with the Ministry of
transformed into a live test-bed for the
Social and Family Development Desmond Kuek
integration of multiple transportation
and NTUC Learning Hub, we President & Group Chief
options and new technologies.
initiated an inclusive service Executive Officer
SMRT Buses also launched its first delivery programme to train
Integrated Transport Hub at Bukit frontline staff in supporting the
Panjang, dramatically improving the elderly, visually impaired, and
connectivity and travel experience those with special mobility needs.
for residents and visitors using bus
services to the LRT system and
Downtown MRT Line.
13SMRT Corporation Ltd Group Review 2017
Mobility at your service
Strategy
Moving
People,
Vision Enhancing
Lives
Strategic Thrusts
Improving Strengthening
Operational Workforce Health
Performance
We are committed to raising We hold our people to
and sustaining reliability, high standards of quality
availability, maintainability, and accountability. We
safety and security (RAMSS) engage and empower each
for superior service operations individual to serve with pride,
and asset management. We proficiency and professionalism.
will ensure a safe and secure We optimise our organisational
operating environment; this systems and structures
anchors the service that we for effectiveness.
provide to our commuters.
45 1,400
Highlights
new trains delivered SMRT frontline service
for the North-South and professionals will have
East-West Lines for a undergone Inclusive
better travel experience Service Delivery Programme
for commuters by mid-2018
14Building a Forward-Looking Strategy
Strategy
To be the people’s choice
by delivering a world-
class transport service
and lifestyle experience
that is safe, reliable and
customer-centric Mission
Entrenching Winning Driving
Organisational Hearts and Sustainable
Excellence Minds Growth
We aim to engender a We are focused on delivering We continue to develop
knowledge-driven and excellent customer experiences. organic train engineering
intelligent enterprise, We nurture partnerships with capabilities, while expanding
with a focus on developing our community, to build the our train and road operational
future systems capabilities trust and confidence of the footprint both locally and
for Operations & Maintenance, people of Singapore. We will overseas. We are gearing up
and enabling productivity and sustain our corporate social to lead the transformation
process innovation through responsibility efforts in enabling of urban mobility in Singapore
infocommunications and mobility and promoting to be future-ready in a
supply chain transformation. environmental responsibility. digital landscape.
Future
Systems Office $30m
Gift of Mobility Fund
Thomson-East
Coast Line
set up to harness digital contract awarded for
technology and data unveiled to aid those $1.7b and set to open
analytics for predictive with mobility needs in progressively from 2019
maintenance our community
15SMRT Corporation Ltd Group Review 2017
Mobility at your service
Leadership
Board of
Directors
Seah Moon Ming #@ Desmond Kuek Bak Chye #@ Lee Ling Wee @
Chairman, SMRT Corporation President & Group Chief Executive Chief Executive Officer,
and SMRT Trains Officer, SMRT Corporation SMRT Trains
Lee Fook Sun # Lee Seow Hiang # Moliah Hashim @
Philip Nalliah Pillai #@ Quek Gim Pew @ Peter Tan Boon Heng #
Tan Ek Kia #@ William Tan Seng Koon @ Yap Kim Wah #@
CLICK HERE Legend:
FOR BIOGRAPHIES
# Board member of SMRT Corporation Ltd
@ Board member of SMRT Trains Ltd.
16Building a Forward-Looking Strategy
Leadership
Leadership
Group Senior
Management
Desmond Kuek Bak Chye Cindy Lau Kee Mei Gerard Koh Keng Swee
President & Group Chief Group Chief Financial Officer Chief Corporate Officer
Executive Officer
Lee Ling Wee Ng Bor Kiat Tan Kian Heong
Chief Executive Officer, Chief Technology Officer Managing Director, SMRT Buses
SMRT Trains and Senior Vice President, and Roads Services
Future Systems
Tony Heng Yew Teck Dawn Low Kar Mun Mario Favaits
Managing Director, SMRT Taxis Managing Director, SMRT Managing Director, Singapore
& Private Hire Services Commercial Business Rail Engineering
Colin Lim Fung Wan Goh Eng Kiat Margaret Teo
Managing Director, SMRT Managing Director, SMRT Vice President,
Services and Vice President, International and Vice President, Corporate Communications
Strategic Relations Office Business Development
CLICK HERE
FOR BIOGRAPHIES Jacquelin Tay Gek Poh Anson Lim Wong Kiew Kwong
Vice President, Legal and Head, Safety & Inspectorate Head, Internal Audit
Corporate Secretariat
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