CONNECTING COMMUNITIES - TO NEW JOURNEYS - SMRT Corporation Ltd

 
CONNECTING COMMUNITIES - TO NEW JOURNEYS - SMRT Corporation Ltd
CONNECTING
COMMUNITIES
    TO NEW JOURNEYS
SMRT TRAINS LTD. | OPERATIONS REVIEW 2020
CONNECTING COMMUNITIES - TO NEW JOURNEYS - SMRT Corporation Ltd
CONTENTS
                                                                                                           MILESTONES    2
Our Vision
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

  SMRT Trains Ltd. (SMRT Trains) is the pioneer Mass Rapid Transit operator in Singapore.
                                                                                                          ENGINEERING    34
  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.

  We are committed to enhancing our rail capability and deepening our engineering
                                                                                                                         46   OUR COMMUNITY
  expertise to deliver a best-in-class transport service that is safe, reliable and
  customer-centric.                                                                             AWARDS AND ACCOLADES     50
CONNECTING COMMUNITIES - TO NEW JOURNEYS - SMRT Corporation Ltd
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
                                                                                                                                                        Bishan Depot.
                                               2009
                                              ▶ 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,
                                                                                                     Financing Framework on 1 October, following      ▶ SMRT achieves MKBF      OF 1,000,000
                                                marking the completion of the line.
                                                                                                     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.
                                                a smoother ride.
       2001                                                                                        ▶ The Tuas West Extension opens, adding
                                                                                                                                                      ▶ SMRT Trains signed a contract with
                                                                                                                                                        Bombardier Transportation (BT) for
 ▶ SMRT Corp launches its Learning            ▶ Woodlands MRT station is the first MRT               four new stations on the EWL.
   Journey Programme in collaboration                                                                                                                  the provision of LONG-TERM
                                                station in Singapore to be awarded the
   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
       2002                                   ▶ SMRT Trains embarks on a holistic                    an initial nine-year period. TEL will add
                                                                                                                                                       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
CONNECTING COMMUNITIES - TO NEW JOURNEYS - SMRT Corporation Ltd
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
                                                                                                                             stars, awarded by the
                                        CHARGING POINTS             PRIORITY QUEUES                                                                                  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
          EAST-WEST LINE    NORMAL      ELECTRONIC                  DIAPER CHANGING            DEMENTIA-FRIENDLY
                                                                                                  SINGAPORE                  who sees a person
        NORTH-SOUTH LINE

            CIRCLE LINE
                            NORMAL

                            NORMAL
                                        DISPLAYS                    STATIONS in most                                         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™
                                        for better ambience and     to celebrate occasions                    NEXT STATION
                                                                                                                              (SMRT Active Route Map
                                                                                                     TE2   NS9 WOODLANDS
                                        to delight commuters        with our commuters                                        Information System)
                                                                                                                              provides real-time travel
                                                                                                                              information in trains

04 |   AT A GLANCE - IMPROVING COMMUTER EXPERIENCE                                                                                                        AT A GLANCE - IMPROVING COMMUTER EXPERIENCE   | 05
CONNECTING COMMUNITIES - TO NEW JOURNEYS - SMRT Corporation Ltd
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
                                                      provides real-time train      obtaining a
                      NS1   Jurong East       ...
                                                >

                       To Joo Koon (EW)     5, 8min

                       To Pasir Ris (EW)

                                                      and bus arrival timings,      proof-of-travel
                       To Marina Bay (NS) Arr, 9min

                      NS2   Bukit Batok       ... >

                      NS3   Bukit Gombak      ... >

                                                      as well as detailed station   during a disruption
                      NS4   Choa Chu Kang     ... >

                                                      information within                                         For Commuters in Wheelchairs
                                                      the SMRT network

                                                                                                                                          WHEELCHAIR-                      BARRIER-FREE
                                                      SNAP-REP                      SMRT’S TWITTER
                                                                                                                                          ACCESSIBLE                       ENTRANCES AND
                 Report a FAULT to
               our WhatsApp service
                  +65 9788 4398
                                                      (Snap and Report)             FEED provides live
                  snap a PICTURE                      lets commuters report         travel advice and                                     ELEVATORS                        WIDER FARE GATES
                 and tell us about it
                                                      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
CONNECTING COMMUNITIES - TO NEW JOURNEYS - SMRT Corporation Ltd
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
                                                                                         72.5
                                                                                                                                             LEADING TO FEWER
                                                                                                                                             BREAKDOWNS
                                                                                                                                                                               Started in
                                                                                                                                                                               2015
                                                                                                                                                                                                   2017
                  64.6                                          65.0
                                                     63.4

                                                                                                                   Re-signalling

                                                                                                                                             Communications-Based Train                           Completed in
                                                                                                                                             Control signalling system                               APRIL
                                                                                                                                                                                                   2019
                                                                                                                                             allows trains to run at shorter
                                                                                                                                             intervals, substantially          Started in

                                                                                                                                             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
                            measures the percentage of
                                                                          0–100) by the Institute of
                                                                          Service Excellence, Singapore
                                                                                                                                             information in real-time,
                                                                                                                                                                               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
                                                             3.0 APP
                           Singapore, with close to
                                                             was launched in 2018 with                                     1,300km                                             250km
       480,000
                                                                                                                                                       AND
                                                             enhanced features such as                                     of power cables                                     of fibre optic cables located
                                                                                                                                                                      01011
                                            FOLLOWERS        train frequency indicator                                                                                00100    along the NSEWL’s tracks.
                                                                                                                                                                      10010
                                                             and better user interface.

08 |   AT A GLANCE - IMPROVING COMMUTER EXPERIENCE                                                                                                                                     AT A GLANCE - IMPROVING RELIABILITY   | 09
CONNECTING COMMUNITIES - TO NEW JOURNEYS - SMRT Corporation Ltd
OUR RENEWAL WORKS                                                                                         OUR PERFORMANCE

              Adding New Trains                                                                                    How We Measure Reliability

                                             ALL 57
                                                                                                                   We measure the number of kilometres clocked before incurring a single delay lasting
                                                                                                                   more than 5 minutes. This is referred to as Mean Kilometres Between Failure (MKBF)
                                                                                                 Completed in
                                             NEW TRAINS                                                            or MKBF* for short. Here is the 12-month moving average up to July 2020.
                                             have been delivered               Started in        2019
                                                                               2015
                                             Trains progressively put
                                             into service from
                                             APRIL 2017
                                                                                                                                                                          28,955
                                                                                                                                     NSL

              Replacement of Trains                                                                                                                                       TIMES
                                             Train fleet to be replaced with
                                                                                                 To complete by

                                             106 NEW                           Announced in      2026                                                                     along the entire
                                                                                                                                                                          North-South Line
                                             BOMBARDIER
                                             TRAINS
                                                                               2018                                           1,386,000
                                                                                   Correct as of end March 2020

              Stage of Completion (%)
              Re-signalling NSL
                                                                                                       100                          EWL
                                                                                                                                                                          35,190
              Re-signalling EWL                                                                                                                                           TIMES
                                                                                                       100
              Adding New Trains
                                                                                                       100                                                                along the entire
                                                                                                                                                                          East-West Line
              Power Rail Replacement NSL
                                                                                                     91
                                                                                                                             2,014,000
              Power Rail Replacement EWL
                                                                                                  82
              Power Supply System Renewal (Cables) NSL
                                                                                   59.5
              Replacement of Direct Current (DC) Switchgears
                                                                                                                                    CCL
                                                                                                                                                                          66,457
                                                                                  58                                                                                      TIMES
              Power Supply System Renewal (Cables) EWL
                                                                                48.9
                                                                                                                                                                          along the entire
              Track Circuit System Replacement Work                                                                                                                       Circle line
                                                                   32.8                                                     2,307,000
                                                                                   Correct as of end March 2020

10 |   AT A GLANCE - IMPROVING RELIABILITY                                                                                                                                         AT A GLANCE - IMPROVING RELIABILITY   | 11
IMPROVING CONNECTIVITY                                                                                                                                                                                                                                                                                                                                                                                                                                                         NURTURING OUR PEOPLE
Our network will expand to include more lines and stations over the next five years.                                                                                                                                                                                                                                                                                                                                                                                           We are growing and upskilling our workforce to serve our commuters in the best possible way.

                     THOMSON-EAST COAST LINE                                                                                                                                                                                                                                                                                                                                                                                                                                       SECURING TALENT

                                                                                                                                                                                                                          Outram Park
                                                                                                                                                                                                                                                                                                                                                                                                                                                  32
                                                                                                                                                                                                                                                                Marina Bay
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                WE HAVE

                                                                                                                                                                                                                                                                                                                                                                                                                                 Sungei Bedok
                                                                                                                                                                                                                                                                                            Gardens by the Bay
                                                                                                                                                                   Orchard Boulevard
                                 Woodlands South
   Woodlands North

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                >540
                     Woodlands

                                                                                                   Upper Thomson

                                                                                                                               Mount Pleasant

                                                                                                                                                                                                                                                                                                                                             Tanjong Katong
                                                                                                                   Caldecott

                                                                                                                                                                                                                                                                                                                                                                              Marine Terrace
                                                                                                                                                                                                                                                                                                                                                              Marine Parade
                                                                                                                                                                                       Orchard

                                                                                                                                                                                                                                                                             Marina South
                                                                                                                                                                                                                                                  Shenton Way
                                                                                                                                                Stevens

                                                                                                                                                                                                                                                                                                                                                                                                                   Bedok South
                                                                                                                                                                                                                                                                                                                 Tanjong Rhu
                                                                                                                                                                                                                                                                                                                               Katong Park
                                                                                                                                                                                                 Great World
                                                                         Mayflower
                                                   Springleaf

                                                                                     Bright Hill

                                                                                                                                                                                                                           NE3

                                                                                                                                                                                                                                                                                                                                                                                                        Bayshore
                                                                                                                                                                                                               Havelock

                                                                                                                                                                                                                                                                 CE2
                                                                                                                                                                                                                                                                                                                                                                                                                                                     stations and

                                                                                                                                                                                                                                        Maxwell                                                                                                                                                                                                  43km
                                                                                                                                                          Napier
                                                                Lentor

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                ENGINEERS

                                                                                                                                                                                                                                                                                                                                                                                               Siglap
                                                                                                                                                                                                                           EW16

                                                                                                                                                                                                                                                                 NS27
                                                                                                                                                                                       NS22

                                                                                                                                                                                                                                                                                                                                                                                                                                  DT37
                                                                                                                                                DT10
                                                                                                                    CC17
                      NS9

                                                                                                                                                                                                                                                                                                                                TE24

                                                                                                                                                                                                                                                                                                                                                                                               TE28
                                                                                                                                                                                                                                                                 TE20

                                                                                                                                                                                                                                                                                                                                                                               TE27

                                                                                                                                                                                                                                                                                                                                                                                                                    TE30
                                                                                                                                                                                                                                                                                                                                                               TE26

                                                                                                                                                                                                                                                                                                                                                                                                         TE29
                                                                                                                                                                                                                                                                                              TE22

                                                                                                                                                                                                                                                                                                                  TE23

                                                                                                                                                                                                                                                                                                                                              TE25
                                                                                                                                                                                       TE14

                                                                                                                                                                                                                                        TE18
                                                                                                                                TE10

                                                                                                                                                                                                                           TE17
                                                                                                                                                                                                                TE16

                                                                                                                                                                                                                                                   TE19
                                                                                                                                                          TE12

                                                                                                                                                                                                                                                                              TE21
                                                                                                                                                                     TE13

                                                                                                                                                                                                  TE15

                                                                                                                                                                                                                                                                                                                                                                                                                                  TE31
                                                    TE4

                                                                                                    TE8
                                                                                      TE7

                                                                                                                                                TE11
                                                                          TE6

                                                                                                                    TE9
                      TE2

                                   TE3

                                                                TE5
     TE1

                                                                                                                                                                                                                                                                                                                                                                                                                                                when fully operational
       The line will be opening in stages:
        Stage 1                                                      Stage 2                                                                                                                     Stage 3                                                                                                                                     Stage 4                                                               Stage 5
                                                                                                                                                                                                                                                                                                                                                                                                                                                 Fully underground,
            Early                                                        2021                                                                                                                       2022                                                                                                                                      2023                                                                     2024                       driverless system
            2020

                     CANBERRA STATION                                                                                                                                                                                                                                                                                                           CIRCLE LINE LOOP

                                                                                                                                                                                                                                                                                                                                                                                                                                    Bishan
                                                                                                                                                                                                                                                                                                                                                              Caldecott
                                                                                                                                                                                                                                                                                                                                                                                                                                                       Serangoon
                                                                                                     NS12                      Canberra
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 STAFF STRENGTH IS NOW

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  5,980
                                                                                                                                                                                                                                                                                                                 Botanic
                                                                                                                                                                                                                                                                                                                 Gardens                                                                                                                                          MacPherson

                                                                                                                                                                                                                                                                                                                                                                                                                                                                    Paya
                                                                                                                                                                                                                                                                                                                                                                                                                                                                    Lebar
                                                                                                                                                                                                                                                                                                                 Buona
                                                                                                                                                                                                                                                                                                                                                                                                                                   Dhoby Ghaut
                                                                                                                                                                                                                                                                                                                  Vista

                                                                                                                                                                                                                                                                                                                                                                                                                                                              Promenade

                                                                                                                                                                                                                                                                                                                                                                                                                                                          Bayfront
                                                                                                                                                                                                                                                                                                                                      HarbourFront
                                                                                                                                                                                                                                                                                                                                                                                                                                                     Marina Bay
                                           OPENED IN NOVEMBER 2019
                                           SECOND MRT STATION
                                           in Singapore to be built on                                                                                                                                                                                                                                                                                                                                        Circle Line
                                                                                                                                                                                                                                                                                                                                                                                                            completion date
                                           an existing rail line
                                                                                                                                                                                                                                                                                                                                                                                                                      2025                                                                                                                             AND
                                           5 ENTRANCES linking to the
                                                                                                                                                                                                                                                                                                                                                                              NEW STATIONS:                                                                                                                                                 >3,300
                                                                                                                                                                                                                                                                                                                               3
                                           new housing estates
                                                                                                                                                                                                                                                                                                                                                                              KEPPEL, CANTONMENT                                                                                                                                   MAINTENANCE
                                                                                                                                                                                                                                                                                                                                                                              AND PRINCE EDWARD
                                           Commuters can access the train
                                           platform directly through an
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       WORKERS
                                                                                                                                                                                                                                                                                                                   for better access to the Central Business
                                           ELEVATED LINK BRIDGE                                                                                                                                                                                                                                                    District, Marina Bay Area and HarbourFront
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     *Correct as of end March 2020

12 |        AT A GLANCE - IMPROVING CONNECTIVITY                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      AT A GLANCE - NURTURING OUR PEOPLE   | 13
WORKFORCE PROFILE                                                                                   STAFF PROGRAMMES

        Distribution by Employee                          Distribution by Gender (%)
        Category (%)
                                                                                                                               SMRT Rail Career Roadmap
                           13               1                          10                                                      Builds competencies through systematic training and
                                                                                                                               experience

                                                                                                                               SMRT Trains Career Scheme
                                                                                                                               Identifies skills, knowledge and experience that
                                                                                                                               employees need to develop each stage of their career

             Non-Executives                                Male
             Executives
                                                86         Female                 90
             Senior Management

                                                                                                                               SMRT Train Engineer Professionalisation
                                                                                                                               (STEP) Programme
                                                                                                                               Attracts, develops and professionalises rail engineers with
                                                                                                                               Chartership awarded by the Institution of Engineers,
                                                                                                                               Singapore
        Staff Profile by Age (%)                          Staff Profile by Completed
                                                          Years of Service (%)

                                  9
                                                     25   27                                                                   Engineering Maintenance Manager
                                                                                                                               Scheme
             21                                                                               45                               Attracts, develops and retains top engineering talent in
                                                                                                                               frontline maintenance

                                                     26
                       19                                                                                                      Partnership with University of
                                                                  27                                                           Birmingham
                                                                                                                               Offers Post Graduate Certificate In Urban Railway
             > 30                  50 - 59                  15
                                                                            *Correct as of end March 2020

14 |   AT A GLANCE - NURTURING OUR PEOPLE                                                                                                                         AT A GLANCE - NURTURING OUR PEOPLE   | 15
SERVING OUR COMMUNITY                                                                                              KEY FINANCIAL AND OPERATING DATA
We are committed to conducting our business in a socially and environmentally responsible way,
balancing the interests of our stakeholders, from commuters to employees to business partners.

Social Responsibility                                                                                              Financial Data
                                    ADDRESS RESIDENTS’                                FAMILIARISATION
                                                                                                                   Revenue ($m)                                              Operating Expenses ($m)
                                    CONCERNS                                          TOURS bring together
                                    AND FEEDBACK                                      groups of beneficiaries to
                                    through engagement with                           discuss improvements to
                                    community leaders                                 the INCLUSIVITY
                                                                                      FEATURES at our
                                                                                      stations.

Empowering Through The Arts And Education

                                    Art in Transit tours
                                    conducted for                                     1,000 joined
                                                                                      LEARNING                        743.2           736.6           754.7                       837.8            946.8                  846.7
                                    ABOUT 10,000                                                                     FY2018          FY2019          FY2020                      FY2018           FY2019                 FY2020
                                    PARTICIPANTS                                      JOURNEY
                                                                                                                   Revenue has increased mainly due to                       Operating Expenses have reduced due
                                                                                                                   increase in rail fare and rail non-fare.                  to reductions in staff costs, repairs &
                                                                                                                                                                             maintenance and other operating costs.
Our People

                                    In 2019, SMRT launched the                    In partnership with the
                                    SMRT FACES programme                          People’s Association (PA)
                                    where selected senior level                   and LTA, the STATION             Earning Before Interest and Tax ($m)                      Profit After Tax ($m)
                                    staff are appointed to                        AUDIT INITIATIVE
                                    FOSTER RELATIONSHIPS                          engages community leaders
                                    with key stakeholders in the                  as well as selected groups of
                                    community.                                    commuters for feedback to
                                                                                  improve our stations.

                                                                                                                    (84.4)           (165.5)          (19.1)                      (85.9)         (155.3)                 (19.8)
                                                                                                                    FY2018           FY2019          FY2020                      FY2018          FY2019                 FY2020

Environmental Responsibility

                                    ENERGY CONSERVATION through installation of                                    Operating Data
                                    LED LIGHTING and DISTRICT COOLING
                                                                                                                                                                        FY2016     FY2017       FY2018            FY2019           FY2020

                                                                                                                   Total route length (NSEWL & CCL) (to nearest km)       130         130            137               137               137
                                    Use of recycled water at five train washing plants,                            Total car-kilometres operated (to nearest million)      131        135            142               143              143
                                    SAVING APPROXIMATELY 160,000 LITRES PER MONTH
                                                                                                                   Total ridership (to nearest million)                   756        768            753               756               747
                                                                                                                   Average weekday ridership (to nearest thousand)       2,197      2,353        2,258             2,254             2,230

                                    Eliminate, reuse and recycle waste.                                            Total passenger-kilometres (to nearest million)      8,322       8,271        7,886              7,819            7,797
                                    CLOSE TO 1,600 TONNES of scrap metal sent for recycling                        Average car occupancy (passenger per car)               63          61             55                55                   54

16 |   AT A GLANCE - SERVING OUR COMMUNITY                                                                                                                                                  AT A GLANCE - KEY FINANCIAL AND OPERATING DATA   | 17
FROM OUR                                                              FROM OUR
CHAIRMAN                                                          GROUP CEO
“
2020 has been disrupted by the COVID-19 pandemic, trade
wars and unprecedented climate changes. While the ways
                                                                    “
                                                                    Working together with MOT and LTA, the
                                                                    SMRT team has put our hearts and souls
we live, work and play have changed tremendously and will           into achieving the rail reliability we see
continue to evolve, SMRT remains focussed on providing              today. Our continued focus on reliability
safe and reliable public transport services. I would like to        has allowed us to achieve 1 million Mean
thank commuters for your understanding and our staff for            Kilometres Between Failure (MKBF). This
your dedication in these challenging times.                         must not be taken for granted and we will
                                                                    continue to focus our efforts on sustaining
In a dynamic environment, we must continuously adapt,               this level of reliability. While we strive for
innovate and invest in People and Technology to strengthen          high operational performance, safety
our rail operations, maintenance and service. We are on             remains our top priority and we are
track to deepen our engineering and operational capabilities        determined to create a Zero Safety Incident
through strategic partnerships. Through Kaizen, staff at            operating environment by strengthening
every level are empowered to take stronger ownership                our safety culture, systems and processes.
of their work. Efforts are made at individual, system and
company levels for continuous improvement in productivity,          We will leverage digitalisation and
and to sustain the reliability and safety of our rail network.      technology to be cost efficient and
We will improve the efficacy and efficiency of our work             effective, and will continually upskill our
processes, and do everything cost effectively.                      workforce through workplace learning.
                                                                    We are also looking forward to serving
As part of succession planning put in place by the Board to         more commuters in Singapore, with the
ensure business continuity and growth, Mr Lee Ling Wee was          upcoming bids for Jurong Regional Line
appointed Deputy Group CEO & President, SMRT International.         and Cross Island Line being our focus.
Ling Wee helmed Trains for seven years and led the team to
achieve significant improvement in rail reliability. In his new     To strengthen our foundation, smooth
role, Ling Wee oversees the Singapore-Malaysia Rapid Transit        leadership renewal is key. After seven
System (RTS) project, which recently concluded its agreements.      years of leading SMRT Trains, Ling Wee
Mr Lam Sheau Kai has taken over from Ling Wee as President,         has handed the helm of SMRT Trains
Trains. The Board would like to express its appreciation to         over to Sheau Kai. I am confident that
Ling Wee for his dedication, contribution and services, and         Sheau Kai, with his vast experience in
welcome Sheau Kai to his new role. These appointments               public service, will continue to raise our
reinforce our leadership bench strength to augment                  standards in rail operations, maintenance,
our local public transport operator business, while                 and service, while driving our efforts to
we build capabilities to grow in both local and                     transform SMRT Trains into a future-ready
selected overseas markets.                                          outfit. Ling Lee will now serve SMRT as
                                                                    Deputy Group CEO and President, SMRT
We remain committed to working with MOT                             International. One of the first projects
and LTA as part of the One Transport Family to                      under SMRT International will be the
serve commuters well and maintain our MRT as                        Johor Bahru-Singapore Rapid Transit
among the most reliable systems in the world.                       System (RTS) Link Project, which recently
                                                                    reached a significant milestone with the
                                                                    official resumption of the project.

Seah Moon Ming
Chairman                                                            Neo Kian Hong
SMRT Corporation & SMRT Trains                                      Group CEO

                                      ”
                                                                    SMRT Corporation

18 |   FROM OUR CHAIRMAN
                                                                                                              ”
                                                                                                 FROM OUR GROUP CEO   | 19
DEPUTY GROUP                                                                                    PRESIDENT'S
                     CEO’S MESSAGE                                                                                   MESSAGE
FY20 was a year of highs and lows for SMRT        accident at Bishan Depot in March 2020. One           创业难,守业更难 – it is tough to start a                 trained in relevant technologies and skillsets
Trains. We have crossed 1 million MKBF (Mean      life lost is one life too many. We will learn from    business, and tougher to sustain it. I am         for the future.
Kilometres Between Failures) across all three     this incident and work even harder to ensure          under no illusion that my ride ahead would
MRT lines operated by us – the North-South        that our people come to work and go home              be an easy one, despite taking over an SMRT       Thirdly, the safety of our commuters will
Line (NSL), East-West Line (EWL) and Circle       safely to their families, each and every day. This    Trains outfit that is in a good state with        continue to be core in everything we do.
Line (CCL), a target that was not even in our     is SMRT Trains’ core responsibility to our people.    significant achievements in FY20. Having          For instance, in close collaboration with LTA,
sights a few years back. Former Transport                                                               spent two years setting up the Thomson-East       stringent tests are underway to prepare for a
Minister Khaw set us the ambitious target.        The COVID-19 pandemic, a black swan event,            Coast Line (TEL), I know that running a public    smooth commencement of the second stage
As #OneTransportFamily, MOT, LTA and SMRT         came into the picture towards the end of FY20.        train network is a relentless journey of          of the TEL in 2021, amid many challenges
put our hearts and souls to achieve this.         We had to react swiftly and decisively, increase      improvements to meet the evolving needs of        posed by the COVID-19 situation. We are
                                                  cleaning and disinfecting frequencies, provide        our commuters, where a team of dedicated          committed to providing a safe and reliable
We are happy to serve Woodlands residents         hand sanitisers, and do all within our means to       and hardworking staff is key to success.          journey for all our ‘new commuters’ working
with the launch of the first stage of the         keep our staff and commuters safe. I am very                                                            and residing along the six new TEL stations,
Thomson-East Coast Line (TEL) in January          proud of what the team has done and achieved,         The disruption to train services on 14 October    from Springleaf to Caldecott.
2020. Another key milestone is the opening        in particular how we had kept the network             2020, which occurred on the North-South,
of Canberra MRT station in November 2019,         running smoothly during the circuit breaker           East-West and Circle Lines, is a good reminder    Moving ahead, we remain focused on
an infill station built on the existing NSL, to   period, ensuring that all essential workers can       that things can go wrong and we should not        delivering Safe and Reliable train service to
better serve the community in northern            get to work with minimum fuss.                        take anything for granted. We are deeply          our commuters as we continue our journey
Singapore. Last year, we also consolidated                                                              sorry for the disruption and will work closely    of moving people, enhancing lives.
our Rail Operations Centre (ROC), the nerve       Much has changed since I joined SMRT Trains           with LTA and Alstom to resolve the underlying
centre of our operations, in Kim Chuan Depot      in 2013, especially the ways we connect with our      issues that caused this disruption. The
(KCD). ROC@KCD now houses the Operation           commuters and improve their travel experiences        disruption also further strengthened SMRT         Lam Sheau Kai
Control Centres of the NSL, EWL and CCL           with us. The results have been heartening.            Trains’ resolve to focus our efforts in three     President
under one roof for integrated command and         For example, according to the annual Public           key areas:                                        SMRT Trains
control, and enhanced situational awareness.      Transport Customer Satisfaction Survey (PTCSS),
                                                  the percentage of respondents who are satisfied       Firstly, reliability across all lines must be
On the other hand, it greatly saddens me that     with MRT service hit a record high of 99.5%           sustained, and this involves everyone in
we lost one of our colleagues in an industrial    in 2019. I would like to express my deepest           SMRT Trains to stay focused and play their
                                                  appreciation to all SMRT staff who have               parts well. We also need to continue working
                                                  contributed one way or another to achieve this        closely with MOT and LTA to renew core
                                                  excellent outcome. However, we must not rest on       systems on the North-South and East-West
                                                  our laurels. We must continue to put in our best to   Lines (NSEWL). The resignalling works, and
                                                  sustain a high level of service to our commuters.     the replacement of worn-out railway track
                                                                                                        sleepers and the third rail had been
                                                  I am delighted to have Sheau Kai on board in          completed. The power supply and track
                                                  his new capacity as President, SMRT Trains.           circuit system replacements are underway
                                                  Sheau Kai has demonstrated excellent                  and slated for completion by 2024. Our
                                                  leadership and strong commitment to set up            commuters can look forward to 106 new
                                                  the TEL’s operations and maintenance from             Bombardier MRT trains which will enter
                                                  scratch. With valuable experience gained from         service from 2022; when fully introduced,
                                                  setting up a new line, and support from a             53% of the NSEWL trains will be brand new.
                                                  committed workforce that is continuously
                                                  striving to raise standards, I am confident that      Next, to stay ahead of the curve, we will focus
                                                  SMRT Trains will go on to achieve greater             on transformation, especially the training and
                                                  heights in the years ahead.                           upgrading of our people. We want to help
                                                                                                        our people upskill and reskill, so that they
                                                                                                        can continue to contribute to the upgraded
                                                  Lee Ling Wee                                          and expanding MRT network. Over the next
                                                  Deputy Group CEO                                      5 years, we will work closely with LTA, the
                                                  SMRT Corporation                                      Union, Workforce Singapore and SkillsFuture
                                                                                                        Singapore to ensure that our people are
                                                  President
                                                  SMRT International

20 |   DEPUTY GROUP CEO’S MESSAGE                                                                                                                                                        PRESIDENT’S MESSAGE   | 21
The 43km-long TEL is Singapore’s sixth

                        OUR OPERATIONS
                                                                                                     MRT line, adding 32 new stations to
                                                                                                     the existing rail network with eight
                                                                                                     interchange stations.

                                                                                                      THOMSON-EAST COAST LINE
                                                                                                         6th MRT LINE          32 NEW
                                                                                                        IN SINGAPORE           STATIONS

                                                                                                      8 INTERCHANGE              43km
                                                                                                           STATIONS              LONG

                                                                                                     The second stage of TEL is scheduled
                                                                                                     to commence revenue service in 2021.
                                                                                                     About 100,000 commuters will benefit
                                                                                                     from the first and second stages of
                                                                                                     TEL. These nearby commuters will be
                                                                                                     able to reduce their travelling time by
                                                                                                     up to 50%.

                                                                                                     When fully operational in 2024, TEL
                                                                                                     is expected to serve approximately
                                                                                                     500,000 commuters daily in the initial
                                                                                                     years. This is expected to increase to
                                                                                                     one million commuters per year in the
                                                                                                     longer term.
                                                                                                                                                     The 43km-long TEL is Singapore's sixth MRT line, adding 32 new
                                                                                                                                                 stations to the existing rail network with eight interchange stations.

                                                                                                     ENHANCING AND RENEWING
        OUR NETWORK
                                                                                                     THE NORTH-SOUTH AND
        We serve commuters across North-South and East-West                                          EAST-WEST LINES (NSEWL)
        Lines (NSEWL), Circle Line (CCL), Thomson-East Coast Line                                    We are working closely with the Land
        (TEL) and Bukit Panjang Light Rail Transit (BPLRT).                                          Transport Authority (LTA) to renew and
                                                                                                     improve NSEWL’s power supply system.
                                                                                                     The laying of fibre optic cables along
                                                                                                     viaducts and tunnels helps transmit
In the past year, we continued to improve rail reliability through various renewal and maintenance   monitoring information in real-time to
efforts, even as we worked towards growing our network. The new Canberra MRT station on              the Operations Control Centre (OCC).
North-South Line (NSL) was opened for service on 2 November 2019. With the new Canberra              This allows the system to better predict
station, the NSL now has 27 MRT stations connecting commuters from Jurong East to Marina             faults and address them before they             The laying of fibre optic cables along the viaducts and tunnels
South Pier. The first stage of TEL officially opened on 31 January 2020 with three stations:         occur.                                                      helps transmit monitoring information to the OCC.
Woodlands North, Woodlands and Woodlands South.
                                                                                                     The installation of Voltage Limiting Devices (VLDs) to replace the 64P touch voltage protection
                                                                                                     system has helped to localise and isolate power failures.
EXPANDING SMRT’S RAIL NETWORK
The new Canberra MRT station is located between                                                      Our engineers optimise the scheduled early closures and late openings of stations to complete
Sembawang and Yishun MRT stations. It is the                                                         these complex projects within a limited given time. As of 31 March 2020, 91% and 82% of the fibre
second* infill station in Singapore constructed                                                      optic cables had been laid in NSL and EWL respectively. The VLD installation in NSEWL was
in the middle of a running line. The station will                                                    completed in June 2019.
benefit over 17,000 households that are within
10-minute radius of the station. This is expected to                                                 At the same time, as of 31 March 2020, about 58% of the Direct Current (DC) switchgears had been
save nearby commuters up to 10 minutes of travel                                                     replaced, with the remaining DC switchgear replacement works expected to be completed by the
time when they travel towards the city centre or                                                     second quarter of 2021 due to the COVID-19 disruption. The DC switchgears combine electrical
Jurong East.                                                                                         switches, fuses or circuit breakers to control, protect and isolate electrical equipment in a power
                                                                                                     network. The high voltage system that comprises 22kV switchgears, transformers, rectifiers and
* The first infill station is Dover station on East-West Line (EWL).
                                                                                                     inverters in 13 stations have also been replaced.

22 |   OUR OPERATIONS                                                                                                                                                                                 OUR OPERATIONS   | 23
NSEWL TRACK CIRCUIT                                                                                              RENEWING THE BPLRT
REPLACEMENT – R152                                                                                               Renewal works to enhance Bukit Panjang
The track circuit system                                                                                         LRT’s (BPLRT) reliability began in 2018 and
replacement work was about                                                                                       will be completed by 2024.
33% done as of 31 March 2020. It
is expected to be completed by                                                                                   Together with LTA and Bombardier (BPLRT’s
2022. The work on the track                                                                                      original equipment manufacturer), we have
circuits along the NSL between                                                                                   begun installing the new signalling system
Bukit Batok and Khatib stations                                                                                  from March 2019. Software testing for the
had been completed. The new                                                                                      new Communications-Based Train Control
track circuit system is able to                                                                                  (CBTC) signalling system has also started in
automatically detect broken rails                                                                                Bombardier’s overseas test laboratories.
that require repairs, and speed
up service recovery efforts.                                                                                     We have also intensified and accelerated
                                                                                                                 maintenance and renewal works for BPLRT
                                                                                                                 and this has resulted in higher reliability.
                                                                                                                 This is made possible by the additional
                                               Replacing track circuits on the NSEWL which will automatically    engineering hours gained through the
                                                                                          detect broken rails.
                                                                                                                 adjustment of operating timings and
                                                                                                                 route service.

ADDITION OF NEW TRAINS
As part of the long-term fleet renewal programme for the NSEWL, another 40 new trains from
Bombardier Transportation will arrive in batches starting from 2024 to replace the 2nd generation
                                                                                                                 LOOKING AHEAD
                                                                                                                 We will continue to strengthen our rail
(Siemens) and 3rd generation (Kawasaki-Nippon Sharyo) trains currently in service on the NSEWL.
                                                                                                                 maintenance capabilities by exchanging
                                                                                                                 engineering knowledge and experiences
Bombardier was previously awarded a contract in July 2018 to supply LTA with 66 new trains to
                                                                                                                 with industry partners through regular
replace the 1st generation (Kawasaki) trains that have served the NSEWL since it first opened in
                                                                                                                 joint meetings.
1987. The latest batch of 40 trains uses the same design, and brings the total number of NSEWL
trains supplied by Bombardier to 106.
                                                                                                                 Together with LTA, we are building a Rail
                                                                                                                 Discovery Centre (RDC) at Mandai Depot,
These new trains will be equipped with an integrated suite of condition monitoring features that
                                                                                                                 designed with a Learning Journey to cater
can help SMRT pre-emptively detect potential faults to increase reliability.
                                                                                                                 to school students and adults. It aims to
                                                                                                                 showcase the story of Singapore’s railway
                                                                                                                 industry and our commitment to improve
MAINTAINING STATION ESCALATORS                                                                                   rail reliability, educate visitors, and instil a
Our escalators in service have an availability rate of more than 99.5%. To ensure they remain safe               sense of pride in Singapore’s MRT network.
and in good working condition, we embarked on a five-year escalator refurbishment project
across NSEWL in 2016. The project involves 233 escalators at 42 stations.                                        With these developments, we envision
                                                                                                                 a more inclusive and safer travelling
As of 31 March 2020, 137 escalators had been fully refurbished, which translates to around 60% of                experience for all our commuters in a
the project. Work on another 23 escalators is currently in progress. The escalator refurbishment                 better-connected transport network.
project is expected to be completed by 2021. Upon completion, escalators will be installed with
new commuter-friendly features, such as dual-speed and directional traffic lights, along with
additional safety enhancement features such as handrail speed monitoring and skirt deflectors.

IN AUGUST 2016
we embarked on

5-YEAR                                                            233
                                                                  ESCALATORS
                                                                                      IN
                                                                                            42
                                                                                            STATIONS
                                                                                                                                                                    Installation of the new signalling system for BPLRT.

escalator refurbishment project                                   refurbished               of the NSEWL

installed with new commuter-friendly features
             DUAL-SPEED
             DIRECTIONAL TRAFFIC LIGHTS
                                                                                 137
                                                                             ESCALATORS
             HANDRAIL SPEED MONITORING                                 have been fully refurbished
             SKIRT DEFLECTORS                                        AS OF 31 MARCH 2020

24 |   OUR OPERATIONS                                                                                                                                                                                  OUR OPERATIONS   | 25
OUR SAFETY & SECURITY PERFORMANCE

                 SAFETY & SECURITY
                                                                                             In the current security climate, we continue to strengthen our physical security through
                                                                                             planned security enhancement projects.

                                                                                             Our FY20 Employee Accident Frequency Rate increased from 1.43 in FY19 and stood at
                                                                                             1.67 accidents per million man-hours, with 26 cases of reportable accidents*.

                                                                                             As a result of a fatal industrial accident, our Employee Accident Severity Rate had increased
                                                                                             significantly to 413.02 man-days lost per million man-hours, with 6441** man-days loss.

                                                                                             On the other hand, our passenger safety performance had shown a 9% improvement at
                                                                                             0.3 accidents per million ridership, with 250 passenger accidents requiring beyond first aid
                                                                                             treatment.

                                                                                             We will continue to strengthen safety and security mindfulness, with emphasis on compliance,
                                                                                             thereby ensuring our staff can ‘work safe, home safe’. Our focus on developing a strong safety
                                                                                             culture resides in these areas: leadership and engagement, communication, performance
                                                                                             management, discipline and rewards, workplace processes and resources, organisational safety
                                                                                             system, and technological enablers.

                                                                                             With commuter safety a high priority for
                                                                                             SMRT Trains, we will also continue our
                                                                                             existing efforts and collaborations with
                                                                                             Land Transport Authority (LTA) and
                                                                                             grassroots to engage and educate the
                                                                                             public on safe travelling in our network.

        SAFETY FIRST
                                                                                             * Reportable accident refers to work-related
                                                                                               accident with medical leave of more than 3-day
        Safety is our key priority and strategic focus as we strive towards our vision of      of hospitalisation or at least 24 hours (based on
        Zero Accident and Zero Security Breach. Every level of trains management and           MOM’s definition before 1 Sep 2020).
        staff is actively involved in creating a safe environment for our staff, commuters   ** Ministry of Manpower (MOM) defines one fatality
        and other stakeholders, as we continue to provide best-in-class public transport        case as equivalent to a loss of 6,000-man days.
        service.
                                                                                                                                                   Continued emphasis on compliance and inculcating
                                                                                                                                                                             a strong safety culture.

       “
       The cyber threat landscape continues to evolve
       rapidly. It is of utmost importance for SMRT to
       protect its systems against these threats across all
                                                                                             OUR SAFETY SYSTEM
                                                                                             Our Health, Safety and Environmental (HSE)
                                                                                             Management System provides a structured
                                                                                             management approach and systematic way
                                                                                             to identify hazards, control HSE risks and
       areas of business and operations, from enterprise
                                                                                             achieve continual improvement.
       IT systems to Critical Information Infrastructure
       systems.
                                                                                             It comprises various elements like Training,
                                                                                             Competence & Communication, Regulatory
       SMRT is working closely with CSA, LTA and cyber
                                                                                             & Authorised Documents, Management of
       security trusted partners on measures to address
                                                                                             HSE Risks & Opportunities, Contractor
       cyber risks and to build resiliency. Only with such a
                                                                                             Management, Audits & Inspections, Incident
       collaborative, concerted and continuous effort, along
                                                                                             Handling & Investigation, Security, Emergency
       with vigilant monitoring and validation, can we
                                                                                             Preparedness, and Reports & Data Analysis.
       enhance the cyber security of our systems.
                                                                                             These form the basis of our HSE work in
                                                                                             Trains, as we operate with a ‘Safety First’
                                                                                             mindset.                                                           Operating with a ‘Safety First’ mindset.
       Lee Fook Sun
       Deputy Chairman
       SMRT Trains Ltd. and SMRT TEL Pte. Ltd.

                                                    ”
26 |   SAFETY                                                                                                                                                                                 SAFETY   | 27
INCULCATING SAFETY, SECURITY                                                                                      INVESTING IN
AND CYBER SECURITY                                                                                                TECHNOLOGY
MINDFULNESS                                                                                                       We are committed to
We have launched a comprehensive safety                                                                           leveraging technology to
and security awareness campaign that dives                                                                        further optimise and enhance
into intensive but meaningful education,                                                                          work processes and systems
engagement and promotional efforts. For                                                                           to make our work and
example, our annual Trains Safety & Security                                                                      environment safer and more
Forum provides a platform for all staff to                                                                        secure. Some of our staff’s
share their Line and Centre of Excellence                                                                         safety innovation projects
safety initiatives, promoting cross sharing                                                                       have garnered the Workplace
amongst divisions.                                                                                                Safety and Health (WSH)
                                                                          Trains Safety & security Forum 2019     Innovation Awards, and we
In addition, Safety Moment messages are                                                                           have adopted technology to
communicated daily to our staff, where we                                                                         strengthen our physical
promulgate safety learnings through their                                                                         security through planned
toolbox briefings.                                                                                                security enhancement
                                                                                                                  projects.                                  Electronic Key Press system to tighten accountability and security.
We also partnered DuPont Sustainable
Solutions, a renowned world-class safety
leader, to develop a safety culture
transformation programme. The programme                                                                                     Safety Innovation Projects                        Security Enhancement Projects
focuses on enhancing safety mindfulness,
workforce discipline, compliance and                                                                               •   Speed Tester for Train Traction Control         •   Acquisition of VA Detection / Intrusion
accountability of our line leaders, who then                                                                           Unit Blower from Rolling Stock                      System in BPLRT Depot
become trained advocates ready to cascade                                                                              - A safer alternative method to test for
safety knowledge to their teams.                                                                                       low- and high-speed functionality of the        •   Electronic Key Press - Operationalisation
                                                                                                                       TCU blower to achieve reliable speed                of this system network-wide to reduce
To encourage an open reporting culture, we                                                                             testing, and safer work environments                the need for permanently-issued keys,
have established various reporting channels                                                                            without exposure to heating elements                thereby tightening accountability
for staff to proactively feedback on safety and      The annual Safety Excellence Award and Best Premises
security concerns. To empower our staff to           Safety Awards recognise divisions and departments for         •   Remote Third Eye from Power                     •   Radio-Frequency Identification (RFID)
speak up and intervene, we have instituted                          their safety and security achievements.            - An equipment developed to replace                 Locks for non-public area doors in all
‘Safety Time-Out and Stop Work Order’                                                                                  physical inspection at heights, thereby             NSEWL stations
through a company-wide directive.                                                                                      reducing risk of injury

This is reinforced with our ‘Safety and Security
Activists’ scheme where we recognise staff
who proactively contribute to improving the
safety and security culture in the company.                                                                       COMMUTER SAFETY
In FY20, we had a total of 625 activists, a 53%                                                                   Our safety and security efforts extend beyond our staff to include our commuters, contractors
increase from FY19.                                                                                               working in SMRT premises, tenants and other relevant stakeholders.

In addition, we have the annual Safety
Excellence Awards and Best Premises Safety                                                                                            COMMUTERS:
& Security Awards to recognise divisions and                                                                                          We are engaging our commuters on safe travel through ‘WeCare About
departments for their outstanding safety                                                                                              Your Safety’ roadshows, Learning Journeys and communication outreach.
and security achievements, and to motivate
them towards better safety performances.
                                                   The ‘Safety and Security Activists’ scheme recognises staff                        CONTRACTORS:
Cyber security awareness is also promulgated         who proactively contribute to improving the safety and
                                                                                                                                      Our focus on Contractor Safety, Security and Cyber Security requirements
to our staff through education and promotion.                                                 security culture.
                                                                                                                                      governs how we engage our contractors to work safely in our premises.
This includes the Cyber Security Awareness                                                                                            Prior to commencement of their work, our contractors have to be certified
Day 2020, bite-sized learning introduced as                                                                                           competent in safety by attending our Contractor Safety Course.
part of continuous reinforcement on specific
topics, as well as e-learning curated for Trains
Operational Technology (OT) cyber security.           SAFETY & SECURITY   SAFETY & SECURITY   SAFETY & SECURITY                       TENANTS:
                                                          ACTIVIST            ACTIVIST            ACTIVIST

                                                                                                                                      Safety requirements are in place for the fitting-out of their shops. Tenants
                                                                                                                                      are also engaged regularly to remind them on the importance of safety.
                                                         Bronze                Silver              Gold

28 |   SAFETY                                                                                                                                                                                                          SAFETY   | 29
SAFETY FIRST
SMRT Trains continues to strengthen                                                                                  SMRT COVID-19 EFFORTS
our lines of action to better deliver
safety and security performance, to
build a safer workplace and
commuting environment where risks                                                                                    BACKGROUND
are minimised. Safety remains first                                                                                  COVID-19 hit Singapore hard and fast in early 2020. Singapore
and foremost for SMRT Trains.                                                                                        announced its first COVID-19 case on 23 January and within 15 days
                                                                                                                     on 7 February, Singapore’s ‘Disease Outbreak Response System
                                                                                                                     Condition (DORSCON)’ level was raised to DORSCON Orange, the
                                                                                                                     second time in history that we had done so. This meant that the
CERTIFICATION, AWARDS                                                                                                ‘disease is severe and spreads easily from person to person, but
AND ACCOLADES:                                                                                                       disease has not spread widely in Singapore and is being contained’.
Our safety and security efforts are                                                                                  (Source: Ministry of Health)
recognised at National & International
Levels. SMRT is certified ISO 9001, ISO                                                                              A myriad of measures was mandated by various Government
14001 and ISO45001, underscoring our                                                                                 authorities within a short time to manage the situation. SMRT
commitment to adopt international                                                                                    had to react swiftly and nimbly to the evolving pandemic situation.
standards and best practices in quality,
health, and safety and environmental
management. We are also accredited
the bizSAFE Level Star by WSH
Council. In addition, we are also                                                                                    OUR FRAMEWORK AND RESPONSE
certified ISO 22301 in Business                                                                                      SMRT, as an essential service organisation providing public transportation to the population of
Continuity Management systems.                                                                                       Singapore through our trains, buses and taxis network, is at the forefront of preparing for such
                                                                                                                     a national crisis.
The achievements listed below are
testaments to our continued efforts                                                                                  Plans to contain COVID-19 took place even before the first case was detected in Singapore. In fact,
towards safety excellence. It will further                                                                           preparations for a generic pandemic situation started years earlier through discussions with
spur us on to achieve greater heights                                                                                relevant authorities, development of contingency plans, and ensuring adequate supply of
as we commit to delivering safety to                                                                                 essential items such as personal protective equipment.
                                               North-South Line received an Excellence Award for Safe Rail Line of
everyone who journeys with us.               the Year at the annual LTA Public Transport Operator Safety Awards.
                                                                                                                     The COVID-19 pandemic was identified
                                                                                                                     as a strategic risk as part of SMRT's
                                                                                                                     holistic risk management programme.
                                                                                                                     We work closely with the authorities
                                                 LTA Public Transport Operator Safety Awards                         to align control measures and ensure
                                     LTA         – Safe Rail Line of the Year:                                       consistency across the entire network.
                                                 NS Line: Excellence Award (Winner)                                  It is our commitment and assurance
   IN FY20, SMRT
                                                                                                                     to our commuters to safeguard their
    TRAINS HAD                                                                                                       well-being when commuting on our
  GARNERED THE                                   WSH Council – WSH Innovation Awards 2019:
                                                                                                                     public transport network.
    FOLLOWING                        LTA         Speed Tester for Train Traction Control Unit
                                                 Blower [Rolling Stock] – Gold Award
     AWARDS:                                                                                                         SMRT's Emergency Planning Committee
                                                                                                                     is chaired by our Group Chief Executive
                                                 WSH Council – WSH Innovation Awards 2019:                           Officer Mr. Neo Kian Hong. This
                                                 Remote Third Eye [Power] – Certificate of                           Committee meets weekly to provide
                                    WSH                                                                              strategic guidance and close monitoring
                                                 Commendation
                                                                                                                     of the COVID-19 situation within and
                                                                                                                     beyond SMRT. COVID-19 responses are
                                                                                                                     discussed through this Committee and
                                                 Total Defence Awards 2019                                           will continue to do so as the situation
                                   MINDEF
                                                 NS Mark (Gold)                                                      improves and our ridership increases.
                                                                                                                     The Board also reviews the adequacy of
                                                                                                                     the planned actions by the Committee
                                                                                                                     and monitors the ground situation
                                                 Total Defence Awards 2019                                           closely.
                                   MINDEF                                                                                                                            Stepped up cleaning efforts in our stations and trains, for the
                                                 NS Award                                                                                                                                                 safety of our commuters.

30 |   SAFETY                                                                                                                                                                                                             SAFETY   | 31
KEEPING OUR                                                                                                     To support Ministry of Health's (MOH) rapid
NETWORK SAFE                                                                                                    contact tracing efforts, SMRT has
To help maintain safe distancing, SMRT                                                                          mandated the use of SafeEntry and
Trains has added more trains into the system                                                                    TraceTogether apps by all staff. Twice daily
during peak hours and increased peak hour                                                                       temperature taking is implemented using
frequency from five minutes to three                                                                            a customised travel and temperature
minutes to minimise crowding.                                                                                   declaration system, known as HealthBot3.
                                                                                                                These are just some of the many measures
SMRT adheres strictly to guidelines from the                                                                    put in-place by SMRT to protect and ensure
authorities to ensure safe journeys for our                                                                     the health and well-being of our staff.
commuters through a rigorous cleaning
regime and provision of free hand sanitisers                                                                    However, for a company of 11,000 staff,
for public use.                                                                                                 SMRT is not immune to the impacts of
                                                                                                                COVID-19. As of 1 December 2020, SMRT
All public toilets in our train stations have                                                                   had reported a total of 18 positive cases.
obtained at least four stars out of the                                                                         Most of these cases contracted COVID-19
maximum of six, under the Happy Toilets                                                                         outside of SMRT's premises; only four were
Programme by Restroom Association                                                                               possibly infected in connection with the
(Singapore), supported by the National                                                                          Bukit Panjang Integrated Transport Hub
Environment Agency (NEA). All stations                                                                          cluster. Through our rigorous measures and
and bus interchanges have also received                                                                         close collaboration with the authorities, the
                                                       Maintaining safe distance and service excellence with    spreading of COVID-19 is effectively
the SG CLEAN certification.                                                                 the 'Hello Wave'.
                                                                                                                contained.
With support from Temasek Foundation,                                                                                                                           Distributing apples, masks and sanitizers to frontline staff.
SMRT further prevents the spread of COVID-19                                                                    Since the start of COVID-19 in Singapore,
through the use of anti-microbial coating at                                                                    about 4,000 SMRT staff had undergone
high touchpoints in trains and stations.                                                                        swab testing as part of the overall active
                                                                                                                screening strategy for public transport
To discourage talking in public transport,                                                                      workers by the MOH. This was done with
posters and signs encouraging commuters                                                                         the intent to protect our staff through early
not to talk while travelling through our                                                                        detection, and our commuters who interact
network are prominently displayed.                                                                              with them daily.

In line with this, we also introduced the                                                                       To prevent cross contamination at physical
non-verbal greeting by station staff called                                                                     touchpoints, SMRT has been rolling out a
the 'Hello Wave'.                                                                                               series of touch-free innovations through
                                                                                                                the use of technology, such as the
SMRT strongly supports other government                                                                         installation of contactless sensors at
initiatives, such as setting up temperature                                                                     entrances and exits. We are also exploring
self-check kiosks in our stations and                                                                           the use of machines and automation to
inculcating responsible individual behaviours                                                                   supplement labour-intensive work such
like practicing good personal hygiene while                                                                     as the increase in cleaning regime.
                                                               Temperature self-check kiosks in our stations.
travelling on public transport through digital                                                                                                                   Exit buttons have been replaced with contactless sensors,
                                                                                                                                                                                         reducing the risk of transmission.
posters and station announcements.

OUR BACKBONE, OUR STAFF                                                                                         MOVING FORWARD TOGETHER
None of all the above initiatives and measures could have been possible without the backbone of                 Recognising that COVID-19 is here to stay for some time, we continue to innovate and evolve
our organisation - our staff. Building upon responsible individual behaviours and workplace safe                to prepare ourselves for the 'new normal' by incorporating more measures in our workplace
management measures, we protect and safeguard the health and well-being of our staff through                    and work routines.
the implementation of various infection control measures. SMRT conducts over a hundred
inspections within our premises weekly to ensure compliance of these control measures.                          COVID-19 has brought about a paradigm shift on how we interact with one another and the
                                                                                                                environment. It compels everyone to adapt and adopt new social behaviours and norms to
To minimise physical contact at the workplace, applicable staff are placed on work-from-home                    stay safe. No amount of measures put in place by the authorities and SMRT can stop the
arrangements. Others who are required to report to work are put on staggered work hours and                     spread of COVID-19 without the active participation and compliance of our commuters. We
mealtimes, with cross deployment of staff providing essential services ceased.                                  must move forward together as a team to keep our transport system safe for everyone.

Safe distancing is also enforced at places such as meeting rooms, rest areas and canteens. All staff
are issued reusable masks and required to wear one throughout the day.

32 |   COVID-19                                                                                                                                                                                                  COVID-19   | 33
guides resource prioritisation and improves productivity. With a handful of clicks, users are able

                     ENGINEERING
                                                                                                           to trace maintenance history across different matrices (fleet, sub-systems or specific trains) and
                                                                                                           quickly identify areas with potential reliability concerns.

                                                                                                           Another monitoring system is the PSD monitoring system that offers automated alerts to flag
                                                                                                           out potential PSD-related issues. The quantified risk perspective, derived daily from analyses
                                                                                                           of tens of thousands of door commands, helps us identify PSD locations of interest for early
                                                                                                           intervention. The known pre-indicators to failure defined are subsequently used to prevent
                                                                                                           associated PSD-related train service delays.

                                                                                                           Lastly, the On-Demand Rail Reliability Incentive (RRI) computation assesses train service quality
                                                                                                           by taking onboard all actual train timetable data at platforms. Analyses that took hours in the
                                                                                                           past now take us mere minutes with the customised GUI, thereby improving productivity
                                                                                                           significantly. It also flags out events that are nearing regulatory limits and enables traceability
                                                                                                           to event origination. These allow us to better monitor, report and manage the situation.

                                                                                                           ARTIFICIAL INTELLIGENCE
                                                                                                           AND DATA ANALYTICS
                                                                                                           We have developed the Common
                                                                                                           Data Environment (CDE) platform
                                                                                                           on cloud, as the enabler for Artificial
                                                                                                           Intelligence (AI) and data-driven
        ENGINEERING GROUP                                                                                  projects. In addition, self-service
                                                                                                           analytics projects such as the Voice
        The Engineering Group focuses on improving the performance of SMRT Trains. Formed                  Dashboard and Trains Operating
        during the reorganisation exercise in 2019, the Group’s key objectives are raising new             Performance Standard Dashboard
        capabilities, training a competent workforce, and achieving sustainable financial strength.        have been built to make data more
                                                                                                           accessible.                                      SMRT executives at a workshop on Artificial Intelligence (AI).
        We utilise data analytics, condition monitoring and maintenance techniques to
        strengthen the capabilities of SMRT Trains. We also support digitalisation efforts within          We are building up Smart Mobility, Situation Awareness and Predictive Maintenance AI capabilities
        SMRT to transform work processes and enhance innovation, learning and agility.                     in collaboration with the Artificial Intelligence Singapore (ASIG). For example, we have embarked
                                                                                                           on a few Proof of Value (PoVs) on crowd sensing. A recent automated machine learning Proof of
                                                                                                           Concept (PoC) on feedback classification achieved an accuracy of 96% and is expected to be
                                                                                                           operationalized in FY22.
CONDITION MONITORING
We deploy decision-support solutions that span several Operations & Maintenance (O&M) fronts               To foster a data-driven culture, we had partnered with Ernst & Young to conduct two executive
through Condition Monitoring and Maintenance Data Analytics capabilities. These include                    workshops on AI. We had also partnered with Microsoft and Clayops to conduct a Power BI
identifying assets with reliability issues, such as trains and Platform Screen Doors (PSDs), and           workshop, so as to equip business units with the tools to create visualisations.
assessing data from train-service timetable.
                                                                                                           TRACK ACCESS MANAGEMENT SYSTEM (TAMS)
Rolling Stock Maintenance Analytics Platform (RS-MAP) is a train-focused application that                  The Track Access Management System (TAMS) is designed as a single integrated digital platform
provides complex analyses, such as trending/outlier identification across train fleets and their           to replace the manual track access process and legacy standalone systems. Enabled by Artificial
sub-systems. The one-stop Graphical User Interface (GUI) which provides access to historical               Intelligence (AI), TAMS optimises track access allocation planning, and effectively prevents human
maintenance data, facilitates statistical measures for benchmarking and in-depth analysis,                 errors from planning to execution with interlocking safety features built-in. TAMS enables the
                                                                                                           provision of real-time updates
                                                                                                           on track application status and
       What is PSD Link Circuit                       Monitoring The Link Circuits                         confirmation of track allocation.
                     LINK A
                                                                                                           TAMS enhances maintainability
                                                                                                           and reliability through a more
                     LINK B
                                                                                                           efficient and optimised track
   CONTROLLER                 PSD                                                                          access management. TAMS Phase 1
                                                                                                           that covers the North-South and
       2 Redundancy Circuits           Automatic Train    In-House Condition          Operations &         East-West Lines (NSEWL) is near
    that relay the door command          Supervisory      Monitoring Software         Maintenance          completion. Phase 2 will extend the
  from door controller to each PSD.     (ATS) Server        For example, ATS       Stakeholder Alerts      capability to the Circle Line (CCL),
                                          ATS Data is      Door is analyzed for   Automatic email alerts
      The link circuits are called
                                                                                                           train depots and the Bukit Panjang
                                        generated at      door command loss         upon detection of
   Link A and Link B. If both links       the end of        from all PSD link      abnormal high door
                                                                                                           Light Rail Transit (BPLRT).
        fail, PSD fault occurs.             service              circuits          command loss rate                                                 The Track Access Management System (TAMS) is a single integrated
                                                                                                                                                                                                     digital platform.

34 |   ENGINEERING                                                                                                                                                                                          ENGINEERING   | 35
DIGITAL TWIN
Digital Twin (DT) is a virtual replica of the
physical system that takes real-world data
as inputs and produces output
predictions or simulations on how the
physical system can be affected by the
inputs. These virtual systems allow
modelling of future state and behaviour,
and what-ifs scenarios, enabling
real-time monitoring for proactive
intervention and predictive capability.

We have invested in innovative
technologies, such as Simulation and
Modelling, Condition Monitoring and
Data Analytics & Visualisation, to kickstart
the development of DT. Together with
cross-functional stakeholders, we are
exploring concepts and identifying
more potential applications of DT in the            Leveraging DT to explore concepts and identify potential
near future.                                                                     applications for the future.
                                                                                                                                                                SMRT staff attending a hackathon session conducted in SMRTi.

There are four concepts currently being explored for the development of DT:
                                                                                                                As the training arm of SMRT, the Institute continues to deliver trainings for pre-deployment
▶ iStation – Intelligent Stations and Interchanges                                                              ab initio qualification, core values (kaizen, safety, service delivery) building alongside internal
▶ iControl – Intelligent Rail Operations                                                                        domain experts, as well as continual trade learning, refresher and mandatory courses.
▶ iDepot       – Intelligent Depot Operations & Predictive Maintenance
                                                                                                                In addition, Mindfulness, Basic First Aid, Psychological First Aid and Transactional Analysis
▶ iLifestyles – Intelligent 5G Lifestyle & Digital Experience
                                                                                                                training courses are offered as part of the Life Skills series. These courses empower our
                                                                                                                workforce with the competencies to manage oneself effectively, and be adaptive to the
                                                                                                                rapidly changing operating environment.

TRAINING                                                                                                        To build up rail engineering capabilities in
SMRT places emphasis on developing                                                                              Singapore, the Institute has partnered Singapore
our people with skills not just to perform                                                                      Rail Academy and SBS Transit to roll out
future jobs, but also to co-create the                                                                          Fundamental in Rail Engineering Systems,
future alongside our organisation. We                                                                           Fundamental in Rail Operations & Maintenance,
continuously upskill and reskill our staff                                                                      and Rail Leadership Programme with the aim of
to meet the challenges of an increasingly                                                                       strengthening professionalism in the rail industry
high-tech and digitalised rail network.                                                                         and supporting the drive to increase the number
                                                                                                                and quality of rail engineers in Singapore.
As the workforce upgrades their skills,                                                                                                                                Training courses to grow and enhance rail engineering
they will be able to build a meaningful                                                                                                                                                                          capabilities.
and rewarding career, while supporting                                                                          KEY STATISTICS :
the organisation to achieve
improvements in service reliability,                                                                                                                                    No. of Graduates with Diploma in
operational effectiveness and                                                                                            FY20 Total Trains                              Engineering (Electrical-Rapid Transit
efficiency, as well as commuter                           Memorandum of Understanding (MOU) with SIT to
                                                                         encourage workplace learning.
                                                                                                                         Training Hours:            568,580             Technology) from Singapore Polytechnic
experience.                                                                                                                                                             through Earn and Learn Programme:

                                                                                                                                                                                        7
This year, SMRT Institute (SMRTi) has begun its collaboration with SkillsFuture Singapore (SSG),
Singapore Institute of Technology (SIT), and Nanyang Polytechnic Centre of Excellence for                                                                                                         PEOPLE
                                                                                                                         FY20 Total Trains
Workplace Learning (NACE) to adopt the national workplace learning framework. With the shift
towards the workplace learning model, a bigger proportion of learning will take place at the                             Training Places:            111,418
workplace, supported by initiatives and tools to encourage self-directed and collaborative learning.
                                                                                                                                                                        Postgraduate Certificate
                                                                                                                                                                        (PGCert) graduates:
SkillsFuture for Digital Workplace was introduced to strengthen digital literacy. Leveraging a

                                                                                                                                                                                     69 PEOPLE
                                                                                                                         FY20 Total Trains
familiar interface, @Learn was rolled out by SMRTi on Workplace© by Facebook to enable direct
access to digitised content, enabling learning to take place anytime, anywhere.                                          Digital Training Places:    64,231

36 |   ENGINEERING                                                                                                                                                                                              ENGINEERING   | 37
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