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Moving People
Enhancing Lives SMRT CORPORATION LTD
GROUP REVIEW 2018/2019
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
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
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$QJ0R.LR
BUSES interactivity and vibrancy to regime on the North-South and SMRT, is the first of its kind in Singapore where
ƭ 6HUYLFH WKHILUVW Inclusive Playground, which offers play life-size public transportation models help
the network. East-West Lines (NSEWL), with the features that encourage inclusive play.
SMRT cross-border introduction of new technologies. with patients’ rehabilitation.
service for commuters ƭ 60577HPDVHN&DUHV$('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.
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.
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.
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.
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
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
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.
:HDUHZRUNLQJWRZDUGVDFKLHYLQJWKH
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
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and Continuous initiatives under Strides Transportation.
Improvement. We OUR VISION
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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.
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EXPERIENCE and profit of SMRT Corporation.
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Group Structure12 SMRT CORPORATION LTD GROUP REVIEW 2018/2019 MOVING PEOPLE ENHANCING LIVES 13
BUILDING A
FORWARD-LOOKING
STRATEGY
BOARD OF
DIRECTORS
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Group Chief Executive Officer
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Biographies14 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
&217,18,716 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
&217,18,718 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.You can also read
