Moving People Enhancing Lives - SMRT

 
Moving People Enhancing Lives - SMRT
Moving People
Enhancing Lives   SMRT CORPORATION LTD
                  GROUP REVIEW 2018/2019
Moving People Enhancing Lives - SMRT
GROUP REVIEW 2018/2019                 MOVING PEOPLE ENHANCING LIVES                                     01

                                                                                                                    SMRT
                                                                                                                    Corporation                           Developing
                                                                                                                    in Brief                    02        Strong
                                                                                                                                                          Capability
                                                                                                 Building a Forward-looking Strategy

                                                                                                                                                                         20                    24

OUR VISION

Moving People                                                                                    06

Enhancing Lives                                                                                                                                                                      Serving Our
                                                                                                                                                                                     Community
                                                                                                                                                                                            48

COMPANY PROFILE                           OUR CORE VALUES                                          CONTENTS
SMRT Corporation Ltd (SMRT) is a          Integrity                                                SMRT Corporation in Brief                              Developing Strong Capability
public transport service provider.                                                                 Milestones                              02             SMRT Trains                          20
                                          Safety and Service
Our primary business is to manage                                                                  Highlights                              04             Roads                                24
and operate train services on the
                                          Excellence                                                                                                      – SMRT Buses
North-South Line, East-West Line,                                                                                                                         – SMRT Taxis
                                                                                                   Building a Forward-looking Strategy                    – SMRT Automotive Services
the Circle Line, the Thomson-East                              Visit our corporate                                                                        – Strides Transportation
Coast Line (operational in 2019) and                           website for more                    Chairman’s Message                      06
                                                               information at:                                                                            Engineering                          32
the Bukit Panjang Light Rail Transit.                          www.smrt.com.sg
                                                                                                   CEO’s Message                           08
This is complemented by our bus,                                                                                                                          Experience                           36
                                                                                                   Our Focus & Our Four
taxi and private hire vehicle services.                        Join us at                          Business Groups                         10             Our People                           42

                                                                    SMRTCorpSG                     Board of Directors                      12
We have set our core values to be                                                                  Senior Management                       14
                                                                    @SMRT_Singapore                                                                       Serving Our Community
Integrity, Safety and Service, and
                                                                    SMRT                                                                                  Corporate Social Responsibility      50
Excellence. SMRT is committed to
provide safe, reliable and comfortable                              SMRT Corporation Ltd           Ensuring Sound Governance                              Commuter Engagement                  54
service for our commuters.                                          @SMRTSingapore                 Key Dynamics and Risk Management 16                    Awards and Accolades                 55
Moving People Enhancing Lives - SMRT
GROUP REVIEW 2018/2019                 MOVING PEOPLE ENHANCING LIVES                                     01

                                                                                                                    SMRT
                                                                                                                    Corporation                           Developing
                                                                                                                    in Brief                    02        Strong
                                                                                                                                                          Capability
                                                                                                 Building a Forward-looking Strategy

                                                                                                                                                                         20                    24

OUR VISION

Moving People                                                                                    06

Enhancing Lives                                                                                                                                                                      Serving Our
                                                                                                                                                                                     Community
                                                                                                                                                                                            48

COMPANY PROFILE                           OUR CORE VALUES                                          CONTENTS
SMRT Corporation Ltd (SMRT) is a          Integrity                                                SMRT Corporation in Brief                              Developing Strong Capability
public transport service provider.                                                                 Milestones                              02             SMRT Trains                          20
                                          Safety and Service
Our primary business is to manage                                                                  Highlights                              04             Roads                                24
and operate train services on the
                                          Excellence                                                                                                      – SMRT Buses
North-South Line, East-West Line,                                                                                                                         – SMRT Taxis
                                                                                                   Building a Forward-looking Strategy                    – SMRT Automotive Services
the Circle Line, the Thomson-East                              Visit our corporate                                                                        – Strides Transportation
Coast Line (operational in 2019) and                           website for more                    Chairman’s Message                      06
                                                               information at:                                                                            Engineering                          32
the Bukit Panjang Light Rail Transit.                          www.smrt.com.sg
                                                                                                   CEO’s Message                           08
This is complemented by our bus,                                                                                                                          Experience                           36
                                                                                                   Our Focus & Our Four
taxi and private hire vehicle services.                        Join us at                          Business Groups                         10             Our People                           42

                                                                    SMRTCorpSG                     Board of Directors                      12
We have set our core values to be                                                                  Senior Management                       14
                                                                    @SMRT_Singapore                                                                       Serving Our Community
Integrity, Safety and Service, and
                                                                    SMRT                                                                                  Corporate Social Responsibility      50
Excellence. SMRT is committed to
provide safe, reliable and comfortable                              SMRT Corporation Ltd           Ensuring Sound Governance                              Commuter Engagement                  54
service for our commuters.                                          @SMRTSingapore                 Key Dynamics and Risk Management 16                    Awards and Accolades                 55
Moving People Enhancing Lives - SMRT
02                                                                                                              SMRT CORPORATION LTD                                            GROUP REVIEW 2018/2019                            MOVING PEOPLE ENHANCING LIVES                                                                         03

SMRT CORPORATION
IN BRIEF
 1980s                                                     2005                                                          2011                                                                   2014                                                         2017
 TRAINS                                                    COMMERCIAL                                                    TRAINS                                                                 CORPORATE                                                    TRAINS
 ƭ 6LQJDSRUH0DVV5DSLG7UDQVLW 057                     ƭ 5DIIOHV;FKDQJHWKHILUVW057VWDWLRQ                    ƭ 7UDLQVHUYLFHIURP&DOGHFRWW                                       ƭ 6057&RUSLQWURGXFHV                                     ƭ 60577UDLQVFHOHEUDWHV\HDUVRI
    is incorporated.                                          to be redeveloped for transit retail, is                      to HarbourFront CCL stations                                           Adopt-a-Station/                                             MRT operations.
 ƭ 6LQJDSRUHƦVILUVW057V\VWHPEHJLQV                      launched.                                                     commences, marking the completion                                      Adopt-an-Interchange,                                     ƭ 6OHHSHUDQGSRZHUUDLOUHSODFHPHQW
    operations with inaugural service                                                                                       of the line.                                                           a community outreach                                         works on the NSEWL are completed.
    between Yio Chu Kang and Toa Payoh                                                                                                                                                             programme with local
    on the North-South Line (NSL).
                                                             2006                                                        BUSES
                                                                                                                         ƭ 6057%XVHVDGGV0$1$                                               schools.                                                  ƭ 7ULDORIWKHQHZVLJQDOOLQJV\VWHPRQWKH
                                                             CORPORATE                                                                                                                                                                                          NSL begins.
 ƭ )LIWHHQPRUHVWDWLRQVRSHQDQGWKH                                                                                     low-floor, wheelchair-accessible,                                   TRAINS
                                                             ƭ 6057&LWLEDQN9,6$FUHGLWDQG                                                                                                                                                               ƭ 7KH7XDV:HVW([WHQVLRQRSHQVDGGLQJ
    MRT system is officially launched by                                                                                    single-deck buses to its fleet.                                     ƭ 60577UDLQVFURVVHVWKH
                                                                debit cards with EZ-link functions,                                                                                                                                                             four new stations on the EWL. SMRT
    Singapore’s first Prime Minister, the                                                                                                                                                          landmark of 10 billion
                                                                a first-of-its-kind travel rewards                       TAXIS
                                                                                                                                                                                                                                                                Trains is awarded the Thomson-East
    late Mr Lee Kuan Yew.                                                                                                ƭ 6057ƦV‘Book a Taxi’ smartphone                                        passenger journeys carried.
                                                                programme, is launched.                                                                                                                                                                         Coast Line (TEL) contract to operate and
                                                                                                                            application makes it easier to                                      BUSES
                                                                                                                                                                                                                                                                maintain the line in stages from 2019 for
                                                                                                                            book a cab on the go.                                               ƭ 6057%XVHVSURJUHVVLYHO\                                    an initial nine-year period. TEL will add
                                                                2008                                                     ƭ 60577D[LVDGGV&KHYUROHW                                             installs buses with                                          NPDQGQHZVWDWLRQVWRWKHH[LVWLQJ
                                                                                                                                                                                                   telematics solutions to
     1990s                                                      CORPORATE
                                                                ƭ 7KH*LIWRI0RELOLW\3URJUDPPHLV
                                                                                                                            Epica to its fleet.
                                                                                                                                                                                                   encourage safe and eco-
                                                                                                                                                                                                                                                                train network.
     TRAINS                                                                                                                                                                                                                                                  BUSES
                                                                   launched to provide taxi services for                                                                                           friendly driving.
     ƭ %RRQ/D\057VWDWLRQRQWKH(DVW                          individuals with physical disabilities.                                                                                                                                                   ƭ 6057%XVHVRSHQV%XNLW3DQMDQJ
        West Line (EWL) opens, marking                                                                                                                                                          ƭ 6057VLJQVD0HPRUDQGXP                                     Integrated Transport Hub, its first
        the completion of the system.                           ƭ ‘SMRT is Green’ is launched                                                                                                     of Understanding (MoU)                                       integrated transport hub, with a host of
     ƭ 7KH16/LVH[WHQGHGWR
                                                                   organisation-wide as a commitment                        2012                                                                   with e2i and National                                        innovative, commuter-friendly features.
                                                                   to environmental sustainability,                         TRAINS                                                                 Transport Workers’ Union
        Woodlands, completing the loop.                            which includes initiatives to green                                                                                                                                                       TAXIS
                                                                                                                            ƭ 7UDLQVHUYLFHIURP%D\IURQWWR0DULQD%D\                          to jointly develop and
     ƭ 6LQJDSRUHƦVILUVWOLJKWUDLOV\VWHP                      our fleet.                                                  CCL stations commences.                                             operate the first Bus Career                              ƭ 60577D[LVSDUWQHUVZLWK*UDEHQDEOLQJ
        the Bukit Panjang Light Rail Transit                                                                                                                                                       Development Centre.                                          all SMRT Taxis’ drivers to use Grab for taxi
                                                                BUSES                                                       COMMERCIAL
        (LRT), opens for passenger service.                                                                                                                                                                                                                     bookings and dynamic fixed fares.
                                                                ƭ 6057%XVHVSXWV6RXWKHDVW$VLDƦV                        ƭ 6057$OSKDDMRLQWYHQWXUHEHWZHHQ
                                                                   first Euro-V compliant bus on the                           SMRT Investments and Alpha Plus                                                                                               ƭ 6WULGHV7UDQVSRUWDWLRQHVWDEOLVKHVLWV
                                                                   roads.                                                      Investments, wins the bid to operate and                                                                                         first overseas joint venture, SMRT Strides
                                                                                                                               manage the retail mall at Sports Hub.                                                                                            Toyotsu Alliance, in Yangon, offering
                                                                TAXIS
          2000                                                  ƭ 60577D[LVGHEXWV6057(FRWD[LV                       ENGINEERING SERVICES
                                                                                                                                                                                                                                                                limousine and car rental services.
          CORPORATE
                                                                   which use compressed natural gas.                        ƭ 6057,QWHUQDWLRQDOSURYLGHVWHFKQLFDO
          ƭ 6057&RUSRUDWLRQ/WG 6057&RUS 
                                                                COMMERCIAL                                                     advisory services on an LRT system for
             is listed on Singapore Exchange
                                                                ƭ &KRD&KX.DQJ;FKDQJH6057ƦV                              the Republic of Mauritius.
             (SGX).
                                                                   first transit retail development in the
                                                                   heartlands, opens.                                                                                                                                                                                                             2018
                                                                                                                                                                                                                                                                                                  CORPORATE
                                                                                                                                                                                                                                                                                                  ƭ 6057FROODERUDWHVZLWK
                                                                                                                                                                                                                                                                                                     Singapore Red Cross’

     Milestones
                                                                                                                                                                                                                                                                                                     Community Health on Wheels,
                                                                                                                                                                                                                                                                                                     a community-based mobile
                                                                                                                                                                                                                                                                                                     health programme that
                                                                                                                                                                                                                                                                                                     reaches out to the elderly in
                                                                                                                                                                                                                                                                                                     the heartlands.
                                                                                                                                                                                                                                                                                                  TRAINS
                                                                                                                                                                                                                                                                                                  ƭ 6057DQG/7$FRPPHQFH
                                                                                                                                                                                                                                                                                                     works to renew and enhance
                                                                                                                                                                                                                                                                                                     the power supply system on
                                                                                     2010                                         2013                                                                                                                                                               the NSEWL.
                                                                                     BUSES                                        CORPORATE AND TRAINS
                                                                                     ƭ 6057%XVHVDGGV(XUR9                   ƭ :RRGODQGV057VWDWLRQLVWKHILUVW057                                                                                                                      ƭ 6057ODXQFKHVILUVW&WUDLQV
                                                                                        Mercedes-Benz Citaro                         station in Singapore to be awarded the                                                                                                                          from Bishan Depot.
                                                                                        ZKLFKKDVJUHDWHUIXHO                Building and Construction Authority’s                                                                                                                        ƭ 5HQHZDOZRUNVIRUWKH
                                                                                        efficiency and full low-floor                Green Mark (Gold).                                                                              2016                                                            Bukit Panjang LRT system
                                      2004                                              for smoother passenger flow,              TRAINS
                                                                                                                                                                                                                                     CORPORATE AND TRAINS
                                                                                                                                                                                                                                     ƭ 6HYHQ60577UDLQVHQJLQHHUVDUHDFFUHGLWHG
                                                                                                                                                                                                                                                                                                     commence.
                                                                                        to its bus fleet.                         ƭ 60577UDLQVHPEDUNVRQDPXOWL\HDU
                                      CORPORATE
                                      ƭ 7KH6057&RUSRUDWH                         COMMERCIAL                                      Sleeper Replacement Project to
                                                                                                                                                                                2015                                                    as Singapore’s first Chartered Engineers                  BUSES
                                                                                                                                                                                                                                                                                                  ƭ &KRD&KX.DQJ%XV
                                         Volunteer Programme is                                                                                                                 CORPORATE, TRAINS AND BUSES.                            in Railway and Transportation Engineering.
                                                                                     ƭ (VSODQDGH;FKDQJHRSHQV                     improve journey times and provide          ƭ 6057FHOHEUDWHV6*ZLWKIUHHWUDYHORQ                                                                         Interchange opens, offering the
                                         created with the aim of                        on the CCL.                                  commuters with a smoother ride.                                                                 CORPORATE
                                                                                                                                                                                                                                                                                                     first one-stop service centre in
                                         building a more inclusive                                                                                                                 SMRT trains and buses.                            ƭ 6057&RUSLVGHOLVWHGIURP6*;RQ2FWREHU
                                                                                     ƭ 60570HGLDH[SDQGVLQWR                  ƭ 60577UDLQVHPEDUNVRQDKROLVWLF                                                                                                                              a bus interchange.
                                         society.                                                                                                                               CORPORATE
                                                                                                                                                                                                                                     ƭ 7KH-XURQJ+HDOWK0RELOLW\3DUNVSRQVRUHGE\
                                                                                        digital media to offer greater               network-wide predictive maintenance        ƭ 6057&RUSVSRQVRUVWKH%LVKDQ$QJ0R.LR
                                      BUSES                                             interactivity and vibrancy to                regime on the North-South and                                                                      SMRT, is the first of its kind in Singapore where
                                      ƭ 6HUYLFHWKHILUVW                                                                                                                   Inclusive Playground, which offers play              life-size public transportation models help
                                                                                        the network.                                 East-West Lines (NSEWL), with the             features that encourage inclusive play.
                                         SMRT cross-border                                                                           introduction of new technologies.                                                                  with patients’ rehabilitation.
                                         service for commuters                                                                                                                  ƭ 60577HPDVHN&DUHV$('RQ:KHHOV                 ƭ 7KHVHFRQGLQFOXVLYHSOD\JURXQGLVODXQFKHG
                                                                                                                                  BUSES
                                         WUDYHOOLQJWR-RKRU%DKUX                                                                                                               is launched, a pilot programme where
                                         Malaysia, begins.                   2009                                                 ƭ 0$1$EXVHVDUHDGGHGWRWKH               Automated External Defibrillators (AEDs)
                                                                                                                                                                                                                                        in Ghim Moh.
                                                                             CORPORATE                                               fleet, increasing the fleet size to more      are installed in 100 SMRT taxis.                  ƭ 6057&RUSƦVLQDXJXUDO*UHHQ)RUXPIRUWKH
                                                                             ƭ 6057,QVWLWXWHDQDFFUHGLWHG                       than 1,200 buses.                                                                                  sharing of sustainability practices is launched.
                                                                                educational institution, is                                                                     ƭ 6057&RUSHVWDEOLVKHVDQ(QYLURQPHQWDO
                                                                                                                                  TAXIS                                                                                              TRAINS
                                                                                established to develop and deliver                                                                 Sustainability Committee to oversee green
                                                                                                                                  ƭ 60577D[LVLQWURGXFHVQHZ                 sustainability efforts.                           ƭ 60577UDLQVWUDQVLWLRQVWRWKH1HZ5DLO
              2002                 2003                                         transport-related training and
                                                                                education services.
                                                                                                                                     wheelchair-enabled London cabs                                                                     Financing Framework on 1 October, following
              TRAINS               TAXIS                                                                                             and 600 Prius Hybrid taxis to its fleet.   TRAINS
                                                                                                                                                                                                                                        shareholders’ vote at the Extraordinary
              ƭ &KDQJL$LUSRUW   ƭ 6057&RUSDWWDLQV                     ƭ 6057&RUSDFKLHYHV,62                                                                   ƭ 7KH60577UDLQV(QJLQHHULQJ3URJUDPPHLV            General Meeting on 29 September.
                                                                                                                                  COMMERCIAL
                 MRT Station          ISO 9001:2000                             certification for its Environmental                                                                launched to develop a sustainable pipeline
                                                                                                                                  ƭ :RRGODQGV;FKDQJHRSHQVDQG                  of engineering professionals.                     TAXIS
                 opens.               certification for achieving               Management System.                                   tenants are the first shop owners in                                                            ƭ 6057ƦVSULYDWHKLUHYHKLFOHEXVLQHVV
                                      quality standards in the               TRAINS                                                  Singapore to be certified with the         BUSES
                                                                                                                                                                                                                                        Strides Transportation, is launched, offering
          2001                        provision of taxi services.            ƭ 6LQJDSRUHƦVIRXUWKUDLOOLQH&LUFOH                Project: Eco-Shop label, which was         ƭ 6LQJDSRUH%XV7UDLQLQJDQG(YDOXDWLRQ               limousine services, chauffeur services
          CORPORATE                                                             Line (CCL), commences service                        jointly developed by SMRT and the             Centre, Singapore’s first team-based bus             and car rental services.
          ƭ 6057&RUSODXQFKHVLWV/HDUQLQJ-RXUQH\                           from Bartley to Marymount.                           Singapore Environment Council.                training centre, opens.
                                                                                                                                                                                                                                     ENGINEERING SERVICES
             Programme in collaboration with the Ministry                                                                                                                       COMMERCIAL
             of Education.                                                   BUSES                                                ENGINEERING SERVICES                                                                               ƭ 2getthere Asia, a joint venture between
                                                                             ƭ :KHHOFKDLU$FFHVVLEOH%XV                        ƭ 6057(QJLQHHULQJZLQVWKH                 ƭ .DOODQJ:DYH0DOOPDQDJHGE\6057$OSKD          SMRT Services and 2 Getthere, is set up
          BUSES                                                                 services are introduced,                             contract to install Automatic Fare            opens.                                              to market, install, operate and maintain
          ƭ 6057&RUSDQG7,%6+ROGLQJVPHUJHFUHDWLQJ                       expanding transport options for                      Collection faregates for the               ƭ 6057$GYHUWLVLQJ 3URSHUWLHVDQG                  Automated Vehicle systems for customers
             Singapore’s first multi-modal company.                             mobility-challenged commuters.                       Tuas West Extension.                          The X Collective are incorporated.                  in Singapore and the Asia-Pacific region.
Moving People Enhancing Lives - SMRT
04                                                                   SMRT CORPORATION LTD                   GROUP REVIEW 2018/2019                MOVING PEOPLE ENHANCING LIVES                                                    05

SMRT CORPORATION
IN BRIEF

                                                                                                            COMMUNITY
HIGHLIGHTS

     HEALTH & SAFETY                                                                                                                                                                 Close to
                                                                                                            228
     1.4                                                                                                    Units of Blood                                         $2 million
     Employee                                                                                               Donated                                                Cash and in-kind sponsorships.

     Accident Frequency                                                                                     In two successful blood donation
                                                                                                            drives at Raffles Place MRT Station
     Rate (AFR)                                                                                             FRQFRXUVHLQ

     Employee accident frequency rate is
     significantly below the accident frequency
     rate for the Logistics and Transport sector.
     According to statistics from the Workplace
     Safety and Health Institute, Singapore, the                                                                                                                 OPERATIONAL EXCELLENCE
     accident frequency rate for the industry
     ZDVDVDWHQGRI

           CUSTOMER
           SATISFACTION
                                                                                                                                                                 New facilities opened:
                                                           Trains                                   63.4                                                         ƭ 5DLO2SHUDWLRQV&HQWUH 52& ZKLFKKRXVHVWKH
                                                                                                                                                                     NSEWL and CCL OCC*

                                                                                                                                                                 ƭ &KRD&KX.DQJ%XV,QWHUFKDQJH
           Trains                                   97.2   Buses                                     67.3
                                                                                                                                                                 * The Maintenance Operations Centre currently located at Bishan
                                                                                                                                                                   Depot will also be moved to the ROC.

           Buses                                    97.7   Taxis                                    72.1

                                                           Results from the Customer Satisfaction Index
           Results from the Public Transport               of Singapore (average score 0–100) by the
           Customer Satisfaction Survey by the             Institute of Service Excellence, Singapore
           Public Transport Council.                       Management University.

                                                                                                                                                                  Over 1,400 Kaizen projects
                                                                                                                                                                  are in various stages of implementation.
Moving People Enhancing Lives - SMRT
06                                                                              SMRT CORPORATION LTD                GROUP REVIEW 2018/2019                 MOVING PEOPLE ENHANCING LIVES                                           07

BUILDING A
FORWARD-LOOKING
STRATEGY

CHAIRMAN’S MESSAGE

                                                                                                                    “    The Board and Management are firmly committed to establishing high
SMRT has been working on the
following three focus areas:
                                                                                                                         standards of corporate governance, which is anchored on a robust
1. Continuous improvement in                                                                                             framework with effective internal controls, checks and balances and a
    operations, maintenance,                                                                                             set of common values embedded in every aspect of our work. . . . We
    service performance and
    engineering capability;                                                                                              are working to further tighten our corporate, functional and operational
2. Gold standards in corporate
    and operational governance;
    and
                                                                                                                         governance so that our drive towards service excellence and better
                                                                                                                         business outcomes will be done professionally, legally and ethically.
                                                                                                                                                                                                                          “
 3URDFWLYHVWDNHKROGHU
    engagement to build trust
    and garner support.
                                                                                                                    SMRT Trains’ supply chain              service excellence and better          7+$1.
Moving People Enhancing Lives - SMRT
06                                                                              SMRT CORPORATION LTD                GROUP REVIEW 2018/2019                 MOVING PEOPLE ENHANCING LIVES                                           07

BUILDING A
FORWARD-LOOKING
STRATEGY

CHAIRMAN’S MESSAGE

                                                                                                                    “    The Board and Management are firmly committed to establishing high
SMRT has been working on the
following three focus areas:
                                                                                                                         standards of corporate governance, which is anchored on a robust
1. Continuous improvement in                                                                                             framework with effective internal controls, checks and balances and a
    operations, maintenance,                                                                                             set of common values embedded in every aspect of our work. . . . We
    service performance and
    engineering capability;                                                                                              are working to further tighten our corporate, functional and operational
2. Gold standards in corporate
    and operational governance;
    and
                                                                                                                         governance so that our drive towards service excellence and better
                                                                                                                         business outcomes will be done professionally, legally and ethically.
                                                                                                                                                                                                                          “
 3URDFWLYHVWDNHKROGHU
    engagement to build trust
    and garner support.
                                                                                                                    SMRT Trains’ supply chain              service excellence and better          7+$1.
Moving People Enhancing Lives - SMRT
08                                                                                SMRT CORPORATION LTD                  GROUP REVIEW 2018/2019                   MOVING PEOPLE ENHANCING LIVES                                              09

BUILDING A
FORWARD-LOOKING
STRATEGY

CEO’S MESSAGE                                                                                                           A SAFETY-FIRST CULTURE                   We want our people to stay              engineering capabilities and
                                                                                                                                                                 employable and to grow through          establish a robust train ecosystem.
                                                                                                                        The SMRT team puts safety first          life-long learning. Everyone can be     Together with ST Engineering
                                                                                                                        and there are efforts throughout         part of a future-ready workforce        and SBS Transit, we are
                                                                                                                        the organisation to develop a            that will consistently serve our        working towards establishing
                                                                                                                        culture where safety mindfulness         commuters well. The company will        strong electronic card support
                                                                                                                        is inculcated in every employee.         walk with you on this journey of        capabilities which leverage
ZDVDSLYRWDO\HDUIRUXVDV                                                                                      We have also participated in             life-long learning.                     existing engineering knowledge
we systematically reviewed and                                                                                          several multi-agency exercises as                                                and expertise to troubleshoot,
identified ways to strengthen our                                                                                       part of security and emergency           In our effort to continually improve,   test, and repair the growing
organisation structure, our key                                                                                         preparedness efforts. As Singapore       we are identifying ways to enhance      number of electronic cards that
operations and the way we                                                                                               gears up its infrastructure towards      performance and productivity.           we use across the network. We
work. We are going through                                                                                              becoming a Smart Nation,                 We are adopting digitalisation to       also signed an MoU with Siemens
operational and organisational                                                                                          cybersecurity is critical. SMRT          strengthen collaboration across         to be their electronic cards repair
transformation and are highly                                                                                           has in place measures to counter         teams, and improve our work             agent for their local and regional
focused on delivering safe and                                                                                          IT security risks, including the         processes to raise our operational      Siemens rail equipment.
reliable public transport services.                                                                                     strengthening of SMRT’s cyber            effectiveness. As we digitalise, we
                                                                                                                        perimeter defences against               are also taking the opportunity         Our close collaboration with LTA
                                                                                                                        unauthorised hacking and cyber-          to change our mindsets to meet          extends to joint efforts on life cycle
TRANSFORMING YOUR JOURNEY                                                                                               attack incidents.                        evolving business demands and           management, asset upgrades
                                                                                                                                                                 customers’ needs.                       and renewal; as well as LTA
SMRT has acted on our mission                                                                                                                                                                            employees’ attachments to SMRT,
outcomes of Reliability, Sustainability                                                                                 EMBRACING DIGITAL                        With the wide availability and          and vice versa. This is to promote
and Continuous Improvement. The                                                                                         TRANSFORMATION                           use of data as a catalyst for           a strong understanding and
focus will be on improving reliability,                                                                                                                          innovation, emphasis is placed          teamwork across the Design, Build,
running strong operations and                                                                                           The emergence of new                     on harnessing its value to provide      Operate and Maintain (DBOM)
developing new capabilities. In           the 1 million MKBF mark. We hope        of the organisation. Without them,    technologies has transformed the         greater insights for better decision-   value chain for the overall benefit
April 2019, we reorganised SMRT           to emulate this achievement             Working 24/7 For Your Journey         way we do our work. For example,         making. Leveraging data analytics,      of our commuters.
into four business groups – Trains,       across our other lines.                 would not be possible. We recognise   data analytics and real-time             businesses and processes can
Roads, Engineering and Experience,                                                and appreciate each and every         monitoring tools allow us to predict     be more proactive in the areas
supported by Corporate Services.          In addition we have recently            employee’s effort and contribution.   and prevent impending failures. To       of customer services, asset             $:25'2)7+$1.6
With the formation of the Engineering     focused on Service as an integral                                             remain relevant, our people must         management and maintenance.
Group, we are focused on building         part of our business. Across the        Continual upgrading is one way we     continually upskill and re-skill. This                                           I would like to thank the Board
stronger capabilities in terms of rail    company, we have begun to identify      develop our people and identify       is a key priority of this company.       We are also enhancing our training      of Directors for their support and
engineering, logistics and training,      and work on ways to elevate service     opportunities to help each of                                                  to better prepare our employees         guidance. To my management
primarily for the Trains Group.           quality at SMRT. We are focused on      them realise their potential. With    Earlier this year, we signed two         with new skills in line with our        team and employees, thank you
                                          understanding our customers’ needs      progressive Human Resource            Memoranda of Understanding               digitalisation roadmap. We are          for your passion and commitment
As the dominant rail operator in          and defining service standards          practices, we also create an          (MoU) with the National Transport        working closely with the National       to our commuters and SMRT.
Singapore, we have a responsibility       to meet customer needs. This            environment that promotes             Workers’ Union (NTWU) to raise           Transport Workers’ Union and            I would also like to extend my
to sustain the high reliability of        underscores our commitment to           engagement as a key driver of a       the competencies of our people           the Industry Transformation             appreciation to the union leaders
our MRT system. An international          and the emphasis we place on            high-performing workforce. We         in SMRT Trains and SMRT Buses.           Map Committee to implement              for your continued support. Let us
measure for reliability is the Mean       service delivery to better enhance      engage our people, and expect         Some examples of our training            measures to engage and support          all remain focused on our mission
Kilometres Between Failure (MKBF) –       your travel experience with us.         every level of management to do       plans include the Multi-Track            our employees to embrace                of Moving People, Enhancing Lives.
the number of kilometres we clock                                                 the same. We regularly visit our      Career Scheme, where our Roads           new technologies.
before incurring a single service                                                 employees at their work places to     colleagues will learn to lead
GHOD\ODVWLQJPRUHWKDQPLQXWHV       DEVELOPING OUR PEOPLE &                 listen to them, encourage them        and manage operations, and               :25.,1*:,7+
Recently, the North-South Line was        BUILDING COMPETENCIES TO                and show our appreciation to          support the maintenance of future        STRATEGIC PARTNERS
recognised as the “Most Improved          SERVE YOU BETTER                        them. We see sustained and direct     Autonomous Vehicle. Our Trains
MRT Line” at the Land Transport                                                   engagement with the ground igniting   colleagues will undergo enhanced         We have strengthened our
Excellence Awards and by the end          Public transport is a people business   passion and leading to a more         on-the-job training by leveraging        partnerships with LTA, academia         1(2.,$1+21*
of March 2019, it had also crossed        and our people form the backbone        satisfied and engaged workforce.      virtual technology.                      and the OEMs to deepen our              Group Chief Executive Officer
Moving People Enhancing Lives - SMRT
08                                                                                SMRT CORPORATION LTD                  GROUP REVIEW 2018/2019                   MOVING PEOPLE ENHANCING LIVES                                              09

BUILDING A
FORWARD-LOOKING
STRATEGY

CEO’S MESSAGE                                                                                                           A SAFETY-FIRST CULTURE                   We want our people to stay              engineering capabilities and
                                                                                                                                                                 employable and to grow through          establish a robust train ecosystem.
                                                                                                                        The SMRT team puts safety first          life-long learning. Everyone can be     Together with ST Engineering
                                                                                                                        and there are efforts throughout         part of a future-ready workforce        and SBS Transit, we are
                                                                                                                        the organisation to develop a            that will consistently serve our        working towards establishing
                                                                                                                        culture where safety mindfulness         commuters well. The company will        strong electronic card support
                                                                                                                        is inculcated in every employee.         walk with you on this journey of        capabilities which leverage
ZDVDSLYRWDO\HDUIRUXVDV                                                                                      We have also participated in             life-long learning.                     existing engineering knowledge
we systematically reviewed and                                                                                          several multi-agency exercises as                                                and expertise to troubleshoot,
identified ways to strengthen our                                                                                       part of security and emergency           In our effort to continually improve,   test, and repair the growing
organisation structure, our key                                                                                         preparedness efforts. As Singapore       we are identifying ways to enhance      number of electronic cards that
operations and the way we                                                                                               gears up its infrastructure towards      performance and productivity.           we use across the network. We
work. We are going through                                                                                              becoming a Smart Nation,                 We are adopting digitalisation to       also signed an MoU with Siemens
operational and organisational                                                                                          cybersecurity is critical. SMRT          strengthen collaboration across         to be their electronic cards repair
transformation and are highly                                                                                           has in place measures to counter         teams, and improve our work             agent for their local and regional
focused on delivering safe and                                                                                          IT security risks, including the         processes to raise our operational      Siemens rail equipment.
reliable public transport services.                                                                                     strengthening of SMRT’s cyber            effectiveness. As we digitalise, we
                                                                                                                        perimeter defences against               are also taking the opportunity         Our close collaboration with LTA
                                                                                                                        unauthorised hacking and cyber-          to change our mindsets to meet          extends to joint efforts on life cycle
TRANSFORMING YOUR JOURNEY                                                                                               attack incidents.                        evolving business demands and           management, asset upgrades
                                                                                                                                                                 customers’ needs.                       and renewal; as well as LTA
SMRT has acted on our mission                                                                                                                                                                            employees’ attachments to SMRT,
outcomes of Reliability, Sustainability                                                                                 EMBRACING DIGITAL                        With the wide availability and          and vice versa. This is to promote
and Continuous Improvement. The                                                                                         TRANSFORMATION                           use of data as a catalyst for           a strong understanding and
focus will be on improving reliability,                                                                                                                          innovation, emphasis is placed          teamwork across the Design, Build,
running strong operations and                                                                                           The emergence of new                     on harnessing its value to provide      Operate and Maintain (DBOM)
developing new capabilities. In           the 1 million MKBF mark. We hope        of the organisation. Without them,    technologies has transformed the         greater insights for better decision-   value chain for the overall benefit
April 2019, we reorganised SMRT           to emulate this achievement             Working 24/7 For Your Journey         way we do our work. For example,         making. Leveraging data analytics,      of our commuters.
into four business groups – Trains,       across our other lines.                 would not be possible. We recognise   data analytics and real-time             businesses and processes can
Roads, Engineering and Experience,                                                and appreciate each and every         monitoring tools allow us to predict     be more proactive in the areas
supported by Corporate Services.          In addition we have recently            employee’s effort and contribution.   and prevent impending failures. To       of customer services, asset             $:25'2)7+$1.6
With the formation of the Engineering     focused on Service as an integral                                             remain relevant, our people must         management and maintenance.
Group, we are focused on building         part of our business. Across the        Continual upgrading is one way we     continually upskill and re-skill. This                                           I would like to thank the Board
stronger capabilities in terms of rail    company, we have begun to identify      develop our people and identify       is a key priority of this company.       We are also enhancing our training      of Directors for their support and
engineering, logistics and training,      and work on ways to elevate service     opportunities to help each of                                                  to better prepare our employees         guidance. To my management
primarily for the Trains Group.           quality at SMRT. We are focused on      them realise their potential. With    Earlier this year, we signed two         with new skills in line with our        team and employees, thank you
                                          understanding our customers’ needs      progressive Human Resource            Memoranda of Understanding               digitalisation roadmap. We are          for your passion and commitment
As the dominant rail operator in          and defining service standards          practices, we also create an          (MoU) with the National Transport        working closely with the National       to our commuters and SMRT.
Singapore, we have a responsibility       to meet customer needs. This            environment that promotes             Workers’ Union (NTWU) to raise           Transport Workers’ Union and            I would also like to extend my
to sustain the high reliability of        underscores our commitment to           engagement as a key driver of a       the competencies of our people           the Industry Transformation             appreciation to the union leaders
our MRT system. An international          and the emphasis we place on            high-performing workforce. We         in SMRT Trains and SMRT Buses.           Map Committee to implement              for your continued support. Let us
measure for reliability is the Mean       service delivery to better enhance      engage our people, and expect         Some examples of our training            measures to engage and support          all remain focused on our mission
Kilometres Between Failure (MKBF) –       your travel experience with us.         every level of management to do       plans include the Multi-Track            our employees to embrace                of Moving People, Enhancing Lives.
the number of kilometres we clock                                                 the same. We regularly visit our      Career Scheme, where our Roads           new technologies.
before incurring a single service                                                 employees at their work places to     colleagues will learn to lead
GHOD\ODVWLQJPRUHWKDQPLQXWHV       DEVELOPING OUR PEOPLE &                 listen to them, encourage them        and manage operations, and               :25.,1*:,7+
Recently, the North-South Line was        BUILDING COMPETENCIES TO                and show our appreciation to          support the maintenance of future        STRATEGIC PARTNERS
recognised as the “Most Improved          SERVE YOU BETTER                        them. We see sustained and direct     Autonomous Vehicle. Our Trains
MRT Line” at the Land Transport                                                   engagement with the ground igniting   colleagues will undergo enhanced         We have strengthened our
Excellence Awards and by the end          Public transport is a people business   passion and leading to a more         on-the-job training by leveraging        partnerships with LTA, academia         1(2.,$1+21*
of March 2019, it had also crossed        and our people form the backbone        satisfied and engaged workforce.      virtual technology.                      and the OEMs to deepen our              Group Chief Executive Officer
Moving People Enhancing Lives - SMRT
10                                     SMRT CORPORATION LTD   GROUP REVIEW 2018/2019         MOVING PEOPLE ENHANCING LIVES                                    11

BUILDING A
FORWARD-LOOKING
STRATEGY

     Our Focus                                                    Our Four Business Groups

                                                                                                   We are focused on operations and
                                                                    TRAINS                         PDLQWHQDQFHDQGWKHGDLO\UHOLDELOLW\DQG
                                                                                                                                                    See
                                                                                                                                                    page 20

                                                                                                   availability of our trains. We are also making
                                                                                                   progress on train and track renewal works.
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                                                                                                   0LOOLRQ0HDQ.LORPHWUHV%HWZHHQ)DLOXUH
                                                                                                    0.%) WDUJHW

                                                                                                   We also look to provide better commuter
                                                                                                   experience, and ensure safety and security.

     SMRT’s focus is on
     delivering our mission                                         ROADS                          :HRYHUVHHWKHRSHUDWLRQVDQG
                                                                                                   maintenance of Buses, Taxis, and
                                                                                                                                                    See
                                                                                                                                                    page 24

     outcomes of Reliability,                                                                      $XWRPRWLYH6HUYLFHVWRDXJPHQWWKH
                                                                                                   MRT network, providing important first
     Sustainability                                                                                and last mile connectivity. We also
                                                                                                   FRQVROLGDWHSULYDWHWUDQVSRUWJURZWK
     and Continuous                                                                                initiatives under Strides Transportation.

     Improvement. We            OUR VISION
     have fundamentally
     reorganised SMRT           Moving
     into four business         People                              ENGINEERING                  :HEXLOGFDSDELOLWLHVSULPDULO\IRUWKH
                                                                                                 Trains Group, in terms of engineering,
                                                                                                                                                    See
                                                                                                                                                    page 32

     groups – Trains,           Enhancing                                                        logistics, digitalisation, training,
                                                                                                 and managing longer term new and
                                                                                                 renewal projects.
     Roads, Engineering         Lives
     and Experience –
     and supported by
     Corporate Services.
                                                                                                 :HFRQWULEXWHWRWKHQRQIDUHUHYHQXH
                                                                    EXPERIENCE                   and profit of SMRT Corporation.
                                                                                                                                                    See
                                                                                                                                                    page 36

                                                                                                 :HKHOSVKDSHDSRVLWLYHFRPPXWHU
                                                                                                 H[SHULHQFHWKURXJKIUDPLQJDQGVWHHULQJ
                                                                                                 WKH60576HUYLFH6WUDWHJ\

         Click here for
         Group Structure
12                                                    SMRT CORPORATION LTD           GROUP REVIEW 2018/2019   MOVING PEOPLE ENHANCING LIVES                                              13

BUILDING A
FORWARD-LOOKING
STRATEGY

BOARD OF
DIRECTORS

                                                                                                                                                                              Option 1

                        From left to right:

                           48(.*,03(:*             :,//,$07$16(1*.221*            /((6(2:+,$1*#          /(()22.681#*                    3+,/,31$//,$+3,//$,#*

                                                     1(2.,$1+21*#*
                           $%8%$.$5%,102+'125#                                     02/,$++$6+,0*           7$1(..,$#*
                                                     Group Chief Executive Officer
       Click here for
       Biographies
14                                                         SMRT CORPORATION LTD       GROUP REVIEW 2018/2019                MOVING PEOPLE ENHANCING LIVES                                       15

BUILDING A
FORWARD-LOOKING
STRATEGY

SENIOR
MANAGEMENT

                       From left to right:

                          GAN BOON JIN                    7$1.,$1+(21*                &,1'
16                                                                              SMRT CORPORATION LTD                                         GROUP REVIEW 2018/2019                 MOVING PEOPLE ENHANCING LIVES                                           17

ENSURING SOUND
GOVERNANCE

KEY DYNAMICS AND
RISK MANAGEMENT

                                                                                                                                             We actively engage stakeholders        We maintain organisational           We have strengthened our
                                     SMRT Risk Management Process
                                                                                                                                             in a network of inter-agency           vigilance and readiness              suite of leadership programmes,
                                      Communication and consultation                                                                         and international collaborations,      through exercises that help          and optimised the structure and
                                                                                                                                             such as with the Public Transport      us to enhance our capability         processes of our work teams for
 (VWDEOLVKLQJWKH                                                                                                                           Security Committee, Protective         to handle potential threats          greater efficiency (e.g. delayering

                                                                                                                   Recording and Reporting
                       Risk Identification*   Risk Analysis *     Risk Evaluation*     Risk Treatment                                        Security Workgroup, Crisis             including terrorism, as well as      to streamline reporting lines to
 Context
                                                                                                                                             Consequence Management                 through the validation of our        enable better line-of-sight between
 Define external       Find, recognise        Understand          Evaluate the         Develop                                               Workgroup, Public Vigilance &          business continuity plans. Inter-    managers and their teams).
 and internal          and describe           the causes and      risk against         control plans to                                      Education Training Workgroup and       agency collaboration, with key
 parameters to be      a risk                 sources of risk,    predetermined        mitigate risk
                                                                                                                                             the UITP Security Commission.          ministries and agencies including    We continue to engage our
 considered when                              potential impact    criteria
                                                                                                                                                                                    the Singapore Police Force,          workforce through regular
 managing risk                                and likelihood of
                                                                                                                                             We regularly conduct security          Singapore Armed Forces and           touchpoints such as townhalls,
                                              risk occurrence
                                                                                                                                             vulnerability studies to assess        Singapore Civil Defence Force,       dialogue sessions and internal
                                                                                                                                             the risks in our infrastructure and    is central in such exercises.        feedback platforms, and maintain
                                          Test, monitor and review                                                                           network. Identified gaps in security                                        open two-way communication
* Risk Assessment                                                                                                                            are managed through structure          The Company is certified ISO 9001,   channels.
                                                                                                                                             and system enhancements.               ,62DQG2+6$6
                                                                                                                                             We have started to use active          underscoring our commitment to       The Company strives to deepen
                                                                                                                                             surveillance systems such as Video     adopt international standards        employees’ competencies to
The Risk Management Process,             trained for competency, to adhere      three principles of strong leadership,                       Analytics CCTVs to augment the         and best practices in quality,       deliver high standards of rail
EDVHGRQWKH,62             to authorised instructions and         individual commitment and system                             overall security of all our depots.    health, safety and environmental     reliability, with programmes
Risk Management – Principles             be keenly aware of safety.             discipline.                                                  Supervisory checks, security           management. We are also certified    such as the SMRT Train Engineer
and Guidelines, enables the                                                                                                                  inspections and Red Teaming            ,62LQ%XVLQHVV&RQWLQXLW\    Professionalisation programme
Company to deal with business            A Technical Safety Board was           A Safety and Security Steering                               exercises are constantly conducted     Management Systems.                  and Engineering Maintenance
and operational uncertainties            HVWDEOLVKHGLQWRUHYLHZ         Committee, chaired by the Group                              by both Premise Managers and                                                Manager career scheme.
by identifying key risks and             modifications of our transport         CEO, oversees and governs the                                our Security Operations Team
implementing the appropriate             system and protect the design          Company’s safety and security                                to validate the effectiveness of       +80$15(6285&(5,6.6                 We continually enhance our
control plans and mitigating             integrity of equipment and             regimes. This is cascaded to the                             security systems, ensure compliance                                         training capability with new courses
measures. Key steps are                  facilities for safe operations.        respective business units and                                with security procedures under the     The Company works to align our       and training systems, such as
outlined above.                          The Company adopts a risk-             division meetings. Division Safety                           Code of Practice (CP 1 and 6), and     People, Processes and Technology     the Singapore Bus Training and
                                         based maintenance approach             Officers directly assist the divisions                       check the operational functionality    to meet both immediate               Evaluation Centre, Singapore’s first
                                         supported by automated condition       in planning, organising, directing,                          of security equipment.                 and strategic challenges, by         team-based bus training centre.
SAFETY, SECURITY AND BUSINESS            monitoring and tracking systems.       coordinating and evaluating all                                                                     reinforcing a workplace culture      SMRT continues to partner Land
&217,18,7
16                                                                              SMRT CORPORATION LTD                                         GROUP REVIEW 2018/2019                 MOVING PEOPLE ENHANCING LIVES                                           17

ENSURING SOUND
GOVERNANCE

KEY DYNAMICS AND
RISK MANAGEMENT

                                                                                                                                             We actively engage stakeholders        We maintain organisational           We have strengthened our
                                     SMRT Risk Management Process
                                                                                                                                             in a network of inter-agency           vigilance and readiness              suite of leadership programmes,
                                      Communication and consultation                                                                         and international collaborations,      through exercises that help          and optimised the structure and
                                                                                                                                             such as with the Public Transport      us to enhance our capability         processes of our work teams for
 (VWDEOLVKLQJWKH                                                                                                                           Security Committee, Protective         to handle potential threats          greater efficiency (e.g. delayering

                                                                                                                   Recording and Reporting
                       Risk Identification*   Risk Analysis *     Risk Evaluation*     Risk Treatment                                        Security Workgroup, Crisis             including terrorism, as well as      to streamline reporting lines to
 Context
                                                                                                                                             Consequence Management                 through the validation of our        enable better line-of-sight between
 Define external       Find, recognise        Understand          Evaluate the         Develop                                               Workgroup, Public Vigilance &          business continuity plans. Inter-    managers and their teams).
 and internal          and describe           the causes and      risk against         control plans to                                      Education Training Workgroup and       agency collaboration, with key
 parameters to be      a risk                 sources of risk,    predetermined        mitigate risk
                                                                                                                                             the UITP Security Commission.          ministries and agencies including    We continue to engage our
 considered when                              potential impact    criteria
                                                                                                                                                                                    the Singapore Police Force,          workforce through regular
 managing risk                                and likelihood of
                                                                                                                                             We regularly conduct security          Singapore Armed Forces and           touchpoints such as townhalls,
                                              risk occurrence
                                                                                                                                             vulnerability studies to assess        Singapore Civil Defence Force,       dialogue sessions and internal
                                                                                                                                             the risks in our infrastructure and    is central in such exercises.        feedback platforms, and maintain
                                          Test, monitor and review                                                                           network. Identified gaps in security                                        open two-way communication
* Risk Assessment                                                                                                                            are managed through structure          The Company is certified ISO 9001,   channels.
                                                                                                                                             and system enhancements.               ,62DQG2+6$6
                                                                                                                                             We have started to use active          underscoring our commitment to       The Company strives to deepen
                                                                                                                                             surveillance systems such as Video     adopt international standards        employees’ competencies to
The Risk Management Process,             trained for competency, to adhere      three principles of strong leadership,                       Analytics CCTVs to augment the         and best practices in quality,       deliver high standards of rail
EDVHGRQWKH,62             to authorised instructions and         individual commitment and system                             overall security of all our depots.    health, safety and environmental     reliability, with programmes
Risk Management – Principles             be keenly aware of safety.             discipline.                                                  Supervisory checks, security           management. We are also certified    such as the SMRT Train Engineer
and Guidelines, enables the                                                                                                                  inspections and Red Teaming            ,62LQ%XVLQHVV&RQWLQXLW\    Professionalisation programme
Company to deal with business            A Technical Safety Board was           A Safety and Security Steering                               exercises are constantly conducted     Management Systems.                  and Engineering Maintenance
and operational uncertainties            HVWDEOLVKHGLQWRUHYLHZ         Committee, chaired by the Group                              by both Premise Managers and                                                Manager career scheme.
by identifying key risks and             modifications of our transport         CEO, oversees and governs the                                our Security Operations Team
implementing the appropriate             system and protect the design          Company’s safety and security                                to validate the effectiveness of       +80$15(6285&(5,6.6                 We continually enhance our
control plans and mitigating             integrity of equipment and             regimes. This is cascaded to the                             security systems, ensure compliance                                         training capability with new courses
measures. Key steps are                  facilities for safe operations.        respective business units and                                with security procedures under the     The Company works to align our       and training systems, such as
outlined above.                          The Company adopts a risk-             division meetings. Division Safety                           Code of Practice (CP 1 and 6), and     People, Processes and Technology     the Singapore Bus Training and
                                         based maintenance approach             Officers directly assist the divisions                       check the operational functionality    to meet both immediate               Evaluation Centre, Singapore’s first
                                         supported by automated condition       in planning, organising, directing,                          of security equipment.                 and strategic challenges, by         team-based bus training centre.
SAFETY, SECURITY AND BUSINESS            monitoring and tracking systems.       coordinating and evaluating all                                                                     reinforcing a workplace culture      SMRT continues to partner Land
&217,18,7
18                                                                         SMRT CORPORATION LTD                  GROUP REVIEW 2018/2019                MOVING PEOPLE ENHANCING LIVES                                                 19

ENSURING SOUND
GOVERNANCE

KEY DYNAMICS AND
RISK MANAGEMENT

We adapt to the changing needs      Maintenance Performance                Bus operators will bid for bus        Scheme and European emission          and emerging technologies, to          market, interest rate and
of our workforce as it ages.        Standards governing train service      routes by packages through a          standards which are becoming          efficiently manage electricity         liquidity risks. The Group’s risk
SMRT has partnered National         delivery, train punctuality, safety    competitive tendering process,        increasingly stringent. SMRT Taxis    utilisation throughout the             management strategy features
Transport Workers’ Union (NTWU)     and equipment reliability and is       and be paid a service fee based       works closely with the regulatory     organisation.                          a system of controls to create an
to address the consequences         subject to financial penalties as      on cost per km to operate the         authorities to keep abreast of                                               acceptable balance between
of our ageing workforce and         set out in the Company Overview        bus services. Additional incentives   developments and policies that                                               the cost of risks occurring and
also with the Fullerton Health      in the event of non-compliance.        can be earned based on service        may affect our businesses and         ,19(670(175,6.6                       the cost of managing the risks.
Group in implementing initiatives   As a rail operator, SMRT also          performance while penalties are       the competitive landscape,                                                   Audit and Risk Board Committee
such as free flu vaccinations,      complies with various Codes            imposed for not meeting the           especially from the Private Hire      The Group’s investment risks relate    oversees the Group’s financial
on-site physiotherapy and a         of Practice issued by LTA and          service standards.                    Vehicle trade. SMRT Taxis adopts      largely to capital investments         risk management process
chronic disease management          other agencies.                                                              competitive marketing strategies      made for the maintenance of            through timely reviews of the
programme. SMRT has also                                                   To excel in the BCM League,           to attract and retain its taxi        operating assets, and acquisitions     adequacy and effectiveness of
partnered UniSIM on age             The Bus Service Operating              SMRT establishes controls             partners while it cultivates and      or investments in business entities.   the financial risk management
management research to              Licenses for SMRT Buses                to continue our efforts on            forges long-lasting partnerships      The capital investment projects,       policy, tools, practices, strategies
enhance the work environment for    H[SLUHGRQ$XJXVW            productivity improvement and          to strengthen the business.           including the selection of suppliers   and treatments.
mature employees. Various design    From 1 September 2016, the             cost management, such as                                                    and contractors, are subject to
enhancements have been made         LTA completed the transition           ensuring sufficient Bus Captains                                            financial procedures and internal
to leverage automation and          of the public bus industry into        and buses to run the bus services     (1(5*
18                                                                         SMRT CORPORATION LTD                  GROUP REVIEW 2018/2019                MOVING PEOPLE ENHANCING LIVES                                                 19

ENSURING SOUND
GOVERNANCE

KEY DYNAMICS AND
RISK MANAGEMENT

We adapt to the changing needs      Maintenance Performance                Bus operators will bid for bus        Scheme and European emission          and emerging technologies, to          market, interest rate and
of our workforce as it ages.        Standards governing train service      routes by packages through a          standards which are becoming          efficiently manage electricity         liquidity risks. The Group’s risk
SMRT has partnered National         delivery, train punctuality, safety    competitive tendering process,        increasingly stringent. SMRT Taxis    utilisation throughout the             management strategy features
Transport Workers’ Union (NTWU)     and equipment reliability and is       and be paid a service fee based       works closely with the regulatory     organisation.                          a system of controls to create an
to address the consequences         subject to financial penalties as      on cost per km to operate the         authorities to keep abreast of                                               acceptable balance between
of our ageing workforce and         set out in the Company Overview        bus services. Additional incentives   developments and policies that                                               the cost of risks occurring and
also with the Fullerton Health      in the event of non-compliance.        can be earned based on service        may affect our businesses and         ,19(670(175,6.6                       the cost of managing the risks.
Group in implementing initiatives   As a rail operator, SMRT also          performance while penalties are       the competitive landscape,                                                   Audit and Risk Board Committee
such as free flu vaccinations,      complies with various Codes            imposed for not meeting the           especially from the Private Hire      The Group’s investment risks relate    oversees the Group’s financial
on-site physiotherapy and a         of Practice issued by LTA and          service standards.                    Vehicle trade. SMRT Taxis adopts      largely to capital investments         risk management process
chronic disease management          other agencies.                                                              competitive marketing strategies      made for the maintenance of            through timely reviews of the
programme. SMRT has also                                                   To excel in the BCM League,           to attract and retain its taxi        operating assets, and acquisitions     adequacy and effectiveness of
partnered UniSIM on age             The Bus Service Operating              SMRT establishes controls             partners while it cultivates and      or investments in business entities.   the financial risk management
management research to              Licenses for SMRT Buses                to continue our efforts on            forges long-lasting partnerships      The capital investment projects,       policy, tools, practices, strategies
enhance the work environment for    H[SLUHGRQ$XJXVW            productivity improvement and          to strengthen the business.           including the selection of suppliers   and treatments.
mature employees. Various design    From 1 September 2016, the             cost management, such as                                                    and contractors, are subject to
enhancements have been made         LTA completed the transition           ensuring sufficient Bus Captains                                            financial procedures and internal
to leverage automation and          of the public bus industry into        and buses to run the bus services     (1(5*
Trains
22                                                                           SMRT CORPORATION LTD                        GROUP REVIEW 2018/2019                            MOVING PEOPLE ENHANCING LIVES                                                              23

DEVELOPING
STRONG CAPABILITY

SMRT TRAINS

                            We are committted to improving your daily commute, and have increased the frequency of       SMRT, with the support of the Land Transport Authority (LTA), relocated the NSEWL OCC at Victoria Street (left) to Kim Chuan Depot (right)
                            trains during morning peak hours.                                                            in March 2019.

As Singapore’s first mass rapid transit operator,                            times. To support the additional            /(9(5$*,1*7(&+12/2*
22                                                                           SMRT CORPORATION LTD                        GROUP REVIEW 2018/2019                            MOVING PEOPLE ENHANCING LIVES                                                              23

DEVELOPING
STRONG CAPABILITY

SMRT TRAINS

                            We are committted to improving your daily commute, and have increased the frequency of       SMRT, with the support of the Land Transport Authority (LTA), relocated the NSEWL OCC at Victoria Street (left) to Kim Chuan Depot (right)
                            trains during morning peak hours.                                                            in March 2019.

As Singapore’s first mass rapid transit operator,                            times. To support the additional            /(9(5$*,1*7(&+12/2*
Roads
26                                                                                      SMRT CORPORATION LTD                   GROUP REVIEW 2018/2019                           MOVING PEOPLE ENHANCING LIVES                                                            27

DEVELOPING
STRONG CAPABILITY

ROADS:
SMRT BUSES

                                        Hybrid Buses to serve commuters with smoother and greener rides.                       Familiarisation Tour for Singapore Association of the Visually Handicapped and Handicaps Welfare Association together with advisers and
                                                                                                                               grassroots leaders at the new Choa Chu Kang Bus Interchange.

SMRT Buses serves about 1 million passenger                                             3(23/($6285.(
26                                                                                      SMRT CORPORATION LTD                   GROUP REVIEW 2018/2019                           MOVING PEOPLE ENHANCING LIVES                                                            27

DEVELOPING
STRONG CAPABILITY

ROADS:
SMRT BUSES

                                        Hybrid Buses to serve commuters with smoother and greener rides.                       Familiarisation Tour for Singapore Association of the Visually Handicapped and Handicaps Welfare Association together with advisers and
                                                                                                                               grassroots leaders at the new Choa Chu Kang Bus Interchange.

SMRT Buses serves about 1 million passenger                                             3(23/($6285.(
28                                                                                              SMRT CORPORATION LTD                       GROUP REVIEW 2018/2019                    MOVING PEOPLE ENHANCING LIVES                                                      29

DEVELOPING
STRONG CAPABILITY

ROADS:                                                                                          carbon footprint. Over 97% of SMRT         ROADS:                                                                                    As authorised workshops for the
SMRT TAXIS                                                                                      Taxis’ fleet are eco-friendly models.      SMRT AUTOMOTIVE                                                                           accident repair business, we provide
                                                                                                In two years’ time, we look forward to     SERVICES                                                                                  accident reporting, repair, and claim
                                                                                                an entire fleet of New Energy Vehicles.                                                                                              services for private vehicle owners.
                                                                                                                                                                                                                                     To improve our competitiveness, we
                                                                                                Our taxi partners take pride in                                                                                                      KDYHDOVRDFKLHYHG,62DVVHW
                                                                                                delivering high-quality rides. In the                                                                                                management system certification,
                                                                                                &XVWRPHU6DWLVIDFWLRQ,QGH[RI                                                                                                 the only automotive workshops in
                                                                                                Singapore, we scored 72.1 points, an                                                                                                 Singapore with this certification.
                                                                                                LQFUHDVHRIRYHU'XULQJWKH
                                                                                                \HDUWD[LSDUWQHUVDOVRUHFHLYHG
                                                                                                Excellent Service Awards and another                                                                                                 0$,17$,1,1*$1'836.,//,1*
                                                                                                five were winners of the National                                                                                                    7(&+1,&$/&203(7(1&<
                     As the only taxi company with Taxi Share scheme, we offer flexibility to   .LQGQHVV$ZDUGƣ7UDQVSRUW*ROG                                       Automotive Technical Officers repair a vehicle using a
                     taxi drivers.                                                                                                                                          windscreen manipulator.                                  We have obtained UK-based
                                                                                                                                                                                                                                     Institute of the Motor Industry (IMI)
With a fleet of nearly 2,500 taxis, SMRT                                                        6(59,1*7+(&20081,7<                      SMRT Automotive Services provides comprehensive                                           Approved Centre status to conduct
                                                                                                                                                                                                                                     training and assessment to obtain
Taxis continues to enhance passengers’                                                          SMRT Taxis supports meaningful             repair and maintenance services for SMRT Taxis                                            IMI certificates in hybrid/electric
travel experience, raise service standards,                                                     community initiatives with Temasek         and external fleet owners. Currently, we maintain a                                       vehicle maintenance. We are the
                                                                                                Foundation Cares, such as the                                                                                                        first company in Singapore with
and innovate with technology to adapt to                                                                                                   total of more than 3,900 vehicles comprising taxis,
                                                                                                Automated External Defibrillator                                                                                                     this status and this extends our
dynamic market conditions.                                                                      (AED) on Wheels Programme. With            motorcycles, lorries, vans, cars and specialised                                          training capabilities and technical
                                                                                                100 taxis installed with AEDs, our taxi    vehicles. We also provide accident repair, vehicle                                        competencies beyond internal
                                                                                                partners successfully responded to                                                                                                   combustion engine vehicles.
675(1*7+(1,1*3$571(56+,36                    Externally, we are seeking ways to                DFWLYDWLRQVLQ
                                                                                                                                           grooming, vehicle component overhaul, vehicle system
                                              deepen our partnership with Grab,                                                            upgrading, accident claims services and new vehicle                                       Together with other industry
At SMRT Taxis, we refer to our                which currently enables our drivers                                                          commissioning for SMRT Buses, SMRT Taxis and our                                          stakeholders, we are also developing
drivers as “taxi partners”, reflecting        to use its app for taxi bookings                  7+(52$'$+($'                                                                                                                       the new certification framework for
their value to us. We are proactive           and dynamic fixed fares.                                                                     other customers.                                                                          bus technicians. This Certification
in engaging them and addressing                                                                 To cope with market shifts, we                                                                                                       for Technical Specialist (CTS) aims
their concerns, as a better driving           SMRT Taxis also continues to                      constantly review our business             OUR BUSINESS FOCUS                       leader in the government-owned, non-             to build up a pipeline of skilled local
experience translates into better             collaborate with MasterCard                       structure and processes to optimise                                                 military segment, with a market share            bus technicians and raise common
customer service.                             to lower cashless transaction                     resources. We also closely track new       As part of our commitment to be          RI:HFRQWLQXHWRSDUWLFLSDWH              engineering competency standards
                                              costs and drive technology                        regulations.                               the trusted road partner, we support     in government and corporate fleet                across the public transport industry.
To suit the different needs of our            advancements for more seamless                                                               and improve the competitive              maintenance contracts and maintain               The Operator Maintenance Course
taxi partners, we introduced Taxi             cashless payments. This gives our                 Fostering close relationships with         advantages of our customers              good relationships with existing                 (OMC) will equip bus captains with a
Share in 2017. The flexible hourly            customers more convenience and                    our taxi partners, encouraging             through safe and reliable vehicle        customers and business partners.                 better understanding of the buses.
rental scheme, which gives our                is in line with Singapore’s push                  improvement and rewarding quality          maintenance, improved turnaround                                                          This allows them to work more
WD[LSDUWQHUVKRXUDFFHVVWR              towards a cashless society.                       service remain vital to our business. By   time, and customer satisfaction. We      For our agency business, we focus                effectively with technicians to rectify
PRUHWKDQWD[LVDWRYHU                                                                investing in technologies and vehicles,    continuously review and adopt more       on supply sales of niche products. In            common bus faults, in turn improving
carparks, continues to attract                                                                  we will enhance service offerings for      technologies to increase productivity    addition to being an authorised agent            repair turn-around time.
sign-ups.                                     OFFERING A BETTER RIDE                            our taxi partners and passengers.          and process improvement through          for the Denso air-conditioning system
                                                                                                                                           digitisation and digitalisation. This    and MASATS door system for buses,                Anticipating the rise of autonomous
1HZLQLWLDWLYHVLQLQFOXGHG             As part of our drive to offer                     As our fleet grows, we will strengthen     allows us to minimise costs and          we have obtained agency status for               vehicles, we have signed a Research
setting up an Operation Control               stellar customer experience and                   our fleet managing capabilities            maintain competitiveness.                the Rotarex automatic fire suppression           Collaboration Agreement with
Centre to provide our taxi partners           environmentally sustainable options,              and systems to raise efficiency and                                                 system and Doga wiper system for                 Nanyang Technological University to
with better first-hand support,               passengers enjoy newer and greener                cost-effectiveness. In addition, we        Our external business focuses on         buses, allowing us to supply the parts           develop autonomous buses. The bus
and introducing roving officers               vehicles like the fourth-generation               will continue to explore new strategic     fleet maintenance and agency and         and perform after-sales warranty                 was officially launched in March 2019
to provide on-site Taxi Share                 Toyota Prius Hybrid, which boosts                 alliances with potential business          accident repair. In terms of fleet       repair for our own vehicles or for               and the trial will be extended to NTU
roadworthiness activities.                    fuel efficiency and has a smaller                 partners.                                  maintenance, we are the market           other companies.                                 campus and public roads.
28                                                                                              SMRT CORPORATION LTD                       GROUP REVIEW 2018/2019                    MOVING PEOPLE ENHANCING LIVES                                                      29

DEVELOPING
STRONG CAPABILITY

ROADS:                                                                                          carbon footprint. Over 97% of SMRT         ROADS:                                                                                    As authorised workshops for the
SMRT TAXIS                                                                                      Taxis’ fleet are eco-friendly models.      SMRT AUTOMOTIVE                                                                           accident repair business, we provide
                                                                                                In two years’ time, we look forward to     SERVICES                                                                                  accident reporting, repair, and claim
                                                                                                an entire fleet of New Energy Vehicles.                                                                                              services for private vehicle owners.
                                                                                                                                                                                                                                     To improve our competitiveness, we
                                                                                                Our taxi partners take pride in                                                                                                      KDYHDOVRDFKLHYHG,62DVVHW
                                                                                                delivering high-quality rides. In the                                                                                                management system certification,
                                                                                                &XVWRPHU6DWLVIDFWLRQ,QGH[RI                                                                                                 the only automotive workshops in
                                                                                                Singapore, we scored 72.1 points, an                                                                                                 Singapore with this certification.
                                                                                                LQFUHDVHRIRYHU'XULQJWKH
                                                                                                \HDUWD[LSDUWQHUVDOVRUHFHLYHG
                                                                                                Excellent Service Awards and another                                                                                                 0$,17$,1,1*$1'836.,//,1*
                                                                                                five were winners of the National                                                                                                    7(&+1,&$/&203(7(1&<
                     As the only taxi company with Taxi Share scheme, we offer flexibility to   .LQGQHVV$ZDUGƣ7UDQVSRUW*ROG                                       Automotive Technical Officers repair a vehicle using a
                     taxi drivers.                                                                                                                                          windscreen manipulator.                                  We have obtained UK-based
                                                                                                                                                                                                                                     Institute of the Motor Industry (IMI)
With a fleet of nearly 2,500 taxis, SMRT                                                        6(59,1*7+(&20081,7<                      SMRT Automotive Services provides comprehensive                                           Approved Centre status to conduct
                                                                                                                                                                                                                                     training and assessment to obtain
Taxis continues to enhance passengers’                                                          SMRT Taxis supports meaningful             repair and maintenance services for SMRT Taxis                                            IMI certificates in hybrid/electric
travel experience, raise service standards,                                                     community initiatives with Temasek         and external fleet owners. Currently, we maintain a                                       vehicle maintenance. We are the
                                                                                                Foundation Cares, such as the                                                                                                        first company in Singapore with
and innovate with technology to adapt to                                                                                                   total of more than 3,900 vehicles comprising taxis,
                                                                                                Automated External Defibrillator                                                                                                     this status and this extends our
dynamic market conditions.                                                                      (AED) on Wheels Programme. With            motorcycles, lorries, vans, cars and specialised                                          training capabilities and technical
                                                                                                100 taxis installed with AEDs, our taxi    vehicles. We also provide accident repair, vehicle                                        competencies beyond internal
                                                                                                partners successfully responded to                                                                                                   combustion engine vehicles.
675(1*7+(1,1*3$571(56+,36                    Externally, we are seeking ways to                DFWLYDWLRQVLQ
                                                                                                                                           grooming, vehicle component overhaul, vehicle system
                                              deepen our partnership with Grab,                                                            upgrading, accident claims services and new vehicle                                       Together with other industry
At SMRT Taxis, we refer to our                which currently enables our drivers                                                          commissioning for SMRT Buses, SMRT Taxis and our                                          stakeholders, we are also developing
drivers as “taxi partners”, reflecting        to use its app for taxi bookings                  7+(52$'$+($'                                                                                                                       the new certification framework for
their value to us. We are proactive           and dynamic fixed fares.                                                                     other customers.                                                                          bus technicians. This Certification
in engaging them and addressing                                                                 To cope with market shifts, we                                                                                                       for Technical Specialist (CTS) aims
their concerns, as a better driving           SMRT Taxis also continues to                      constantly review our business             OUR BUSINESS FOCUS                       leader in the government-owned, non-             to build up a pipeline of skilled local
experience translates into better             collaborate with MasterCard                       structure and processes to optimise                                                 military segment, with a market share            bus technicians and raise common
customer service.                             to lower cashless transaction                     resources. We also closely track new       As part of our commitment to be          RI:HFRQWLQXHWRSDUWLFLSDWH              engineering competency standards
                                              costs and drive technology                        regulations.                               the trusted road partner, we support     in government and corporate fleet                across the public transport industry.
To suit the different needs of our            advancements for more seamless                                                               and improve the competitive              maintenance contracts and maintain               The Operator Maintenance Course
taxi partners, we introduced Taxi             cashless payments. This gives our                 Fostering close relationships with         advantages of our customers              good relationships with existing                 (OMC) will equip bus captains with a
Share in 2017. The flexible hourly            customers more convenience and                    our taxi partners, encouraging             through safe and reliable vehicle        customers and business partners.                 better understanding of the buses.
rental scheme, which gives our                is in line with Singapore’s push                  improvement and rewarding quality          maintenance, improved turnaround                                                          This allows them to work more
WD[LSDUWQHUVKRXUDFFHVVWR              towards a cashless society.                       service remain vital to our business. By   time, and customer satisfaction. We      For our agency business, we focus                effectively with technicians to rectify
PRUHWKDQWD[LVDWRYHU                                                                investing in technologies and vehicles,    continuously review and adopt more       on supply sales of niche products. In            common bus faults, in turn improving
carparks, continues to attract                                                                  we will enhance service offerings for      technologies to increase productivity    addition to being an authorised agent            repair turn-around time.
sign-ups.                                     OFFERING A BETTER RIDE                            our taxi partners and passengers.          and process improvement through          for the Denso air-conditioning system
                                                                                                                                           digitisation and digitalisation. This    and MASATS door system for buses,                Anticipating the rise of autonomous
1HZLQLWLDWLYHVLQLQFOXGHG             As part of our drive to offer                     As our fleet grows, we will strengthen     allows us to minimise costs and          we have obtained agency status for               vehicles, we have signed a Research
setting up an Operation Control               stellar customer experience and                   our fleet managing capabilities            maintain competitiveness.                the Rotarex automatic fire suppression           Collaboration Agreement with
Centre to provide our taxi partners           environmentally sustainable options,              and systems to raise efficiency and                                                 system and Doga wiper system for                 Nanyang Technological University to
with better first-hand support,               passengers enjoy newer and greener                cost-effectiveness. In addition, we        Our external business focuses on         buses, allowing us to supply the parts           develop autonomous buses. The bus
and introducing roving officers               vehicles like the fourth-generation               will continue to explore new strategic     fleet maintenance and agency and         and perform after-sales warranty                 was officially launched in March 2019
to provide on-site Taxi Share                 Toyota Prius Hybrid, which boosts                 alliances with potential business          accident repair. In terms of fleet       repair for our own vehicles or for               and the trial will be extended to NTU
roadworthiness activities.                    fuel efficiency and has a smaller                 partners.                                  maintenance, we are the market           other companies.                                 campus and public roads.
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