OUR PEOPLE, YOUR JOURNEY - GROUP REVIEW 2019 / 2020 SMRT Corporation Ltd
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OUR PEOPLE,
YOUR JOURNEY
SMRT Corporation Ltd
GROUP REVIEW 2019 / 2020
ABOUT SMRT CORPORATION
SMRT Corporation Ltd (SMRT) is a public transport service
provider. Our primary business is to manage and operate train
services on the North-South Line, East-West Line, the Circle Line,
the new Thomson-East Coast Line and the Bukit Panjang Light
Rail Transit. This is complemented by our bus, taxi and private
hire vehicle services.
We have set our core values to be Integrity, Service & Safety
and Excellence. SMRT is committed to provide safe, reliable
and comfortable service for our commuters.
VISION
Moving People
Enhancing Lives
MISSION
To deliver a public transport service that is
safe, reliable and
commuter-centred
OUR CORE VALUES
Visit our corporate
website for more
Integrity information at:
www.smrt.com.sg
JOIN US AT:
Service and Safety
SMRTCorpSG
@SMRT_Singapore
smrt
Excellence
SMRT Corporation Ltd
@smrtsingapore
1 OUR VISION
CONTENTS OPERATIONAL & SERVICE
EXCELLENCE
19 Trains
SMRT CORPORATION
25 Engineering
IN BRIEF 31 Roads
03 Milestones
– Buses
– Taxis
05 Highlights
– Automotive Services
– Strides Transportation
07 Awards and Accolades 41 Experience
49 Safety and Security
BUILDING A
FORWARD-LOOKING 55 Our People
STRATEGY
09 Chairman’s Message GOVERNANCE
11 Group CEO’s Message 59 Ensuring Sound Governance
13 Our Focus & 63 Risk Management Framework
Our Four Business Groups
15 Board of Directors ENGAGING OUR COMMUNITY
17 Senior Management 67 WeCare for Commuters
72 Corporate Social Responsibility
& Community Engagement
CONTENTS 2
SMRT CORPORATION IN BRIEF
MILESTONES
1980 s 2013
TRAINS CORPORATE AND TRAINS
• Singapore Mass Rapid Transit (MRT) incorporated • Woodlands MRT station is the first MRT station in Singapore to
• Singapore’s first MRT system began its inaugural
2009 be awarded the Building and Construction Authority’s Green 2016
CORPORATE Mark (Gold) CORPORATE AND TRAINS
service between Yio Chu Kang and Toa Payoh
• SMRT Institute, an accredited educational institution, was • Seven SMRT Trains engineers accredited as Singapore’s first
on the North-South Line (NSL) TRAINS
established to develop and deliver transport-related training Chartered Engineers in Railway and Transportation Engineering
• SMRT Trains embarked on a multi-year Sleeper Replacement
• Fifteen more stations were opened and the MRT and education services
Project to improve journey times and provide commuters with a CORPORATE
system was officially launched by Singapore’s first
• SMRT Corp achieved ISO 14001 certification for its smoother ride • SMRT Corp was delisted from SGX on 31 October
Prime Minister, Mr Lee Kuan Yew
Environmental Management System • The JurongHealth Mobility Park, sponsored by SMRT, was the first
• SMRT Trains embarked on a holistic network-wide predictive
1990 s TRAINS
• Singapore’s fourth rail line, Circle Line (CCL), commenced
maintenance regime on the North-South and East-West Lines
(NSEWL), introducing new technologies
of its kind in Singapore where life-size public transportation
models helped with patients’ rehabilitation
TRAINS
service from Bartley to Marymount • The second inclusive playground launched in Ghim Moh
• Boon Lay MRT station on the East-West Line (EWL) opened, BUSES
marking the completion of the System BUSES • MAN A22 buses were added to the fleet, increasing the fleet • SMRT Corp’s inaugural Green Forum for the sharing of
• Wheelchair Accessible Bus services were introduced, expanding size to more than 1,200 buses sustainability practices was launched
• The NSL was extended to Woodlands, completing the loop
transport options for mobility-challenged commuters
TAXIS TRAINS
• Singapore’s first light rail system, the Bukit Panjang Light Rail
• SMRT Taxis introduced 30 new wheelchair-enabled London
Transit (BPLRT), opened for passenger service
2010 cabs and 600 Prius Hybrid taxis to its fleet
• SMRT Trains transitioned to the New Rail Financing Framework on
1 October, following shareholders’ vote at the Extraordinary
BUSES
2000 • SMRT Buses added the Euro V Mercedes-Benz Citaro O530 -
COMMERCIAL
• Woodlands Xchange opened and tenants were the first shop
General Meeting on 29 September
CORPORATE buses with greater fuel efficiency and full low floor for TAXIS
• SMRT Corporation Ltd (SMRT Corp) listed on owners in Singapore to be certified with the ‘Project: Eco-Shop’ • SMRT’s private hire vehicle business, Strides Transportation, was
smoother passenger flow - to its bus fleet
Singapore Exchange (SGX) label, which was jointly developed by SMRT and the Singapore launched, offering limousine services, chauffeured services, and
COMMERCIAL Environment Council car rental services
• Esplanade Xchange opened on the CCL
2001 • SMRT Media launched digital media platforms - iView and
ENGINEERING SERVICES
• SMRT Engineering won the contract to install Automatic Fare
ENGINEERING SERVICES
CORPORATE • 2getthere Asia, a joint venture between SMRT Services and
Media Hub Wall @ Orchard - to offer greater interactivity and Collection faregates for the Tuas West Extension 2getthere, was set up to market, install, operate, and maintain
• SMRT Corp launched its Learning Journey Programme in
vibrancy to the network Automated Vehicle systems for customers in Singapore and
collaboration with the Ministry of Education
2011 2014 the Asia-Pacific region
2002 CORPORATE CORPORATE
TRAINS
• Changi Airport MRT Station opened
• SMRT received the President’s Award for the Environment – • SMRT Corp introduced the Adopt-A-Station/Adopt-An-Interchange
programme - a community outreach programme with local schools
2017
the highest environmental accolade in Singapore - in TRAINS
recognition of our outstanding efforts in driving TRAINS • SMRT Trains celebrated 30 years of MRT operations
2003 environmental adoption • SMRT Trains crossed the landmark of 10 billion passenger • Sleeper and power rail replacement works on the NSEWL
TAXIS journeys carried
TRAINS completed
• SMRT Corp attained ISO 9001:2000 certification for achieving
• Train Service from Caldecott to HarbourFront CCL stations BUSES • Trial of the new signaling system on the NSL began
quality standards in the provision of taxi services
commenced • SMRT Buses progressively installed buses with telematics
solutions to encourage safe and eco-friendly driving • The Tuas West Extension opened, adding four new stations to
2004 BUSES
• SMRT Buses added MAN A22 low-floor, • SMRT signed a Memorandum of Understanding (MoU) with
the EWL
CORPORATE • SMRT Trains is awarded the Thomson-East Coast Line (TEL)
wheelchair-accessible, single-deck buses to its fleet e2i and National Transport Workers’ Union to jointly develop
• The SMRT Corporate Volunteer Programme was created with contract to operate and maintain the line in stages from 2019 for
and operate the first Bus Career Development Centre
the aim to build a more inclusive society TAXIS an initial nine-year period. TEL will add 43km and 32 new
BUSES • SMRT’s ‘Book a Taxi’ smartphone application made it easier stations to the existing train network
• Service 950, the first SMRT cross-border service for to book a cab on the go 2015 BUSES
commuters travelling to Johor Bahru, Malaysia, began • SMRT Taxis added Chevrolet Epica to its fleet CORPORATE, TRAINS AND BUSES • SMRT Buses opened the Bukit Panjang Integrated Transport
• SMRT celebrated SG50 with free travel on SMRT trains and Hub, its first integrated transport hub with a host of innovative,
2005 2012 buses commuter-friendly features
COMMERCIAL TRAINS CORPORATE TAXIS
• Raffles Xchange, the first MRT station redeveloped for transit • Train service from Bayfront to Marina Bay CCL stations • SMRT Corp sponsored the Bishan-Ang Mo Kio Inclusive • SMRT Taxis partnered with Grab, enabling all SMRT Taxis’ drivers
retail, was launched commenced Playground, which offers play features that encourage to use Grab for taxi bookings and dynamic fixed fares
inclusive play
COMMERCIAL • Strides Transportation established its first overseas joint venture,
2006 • SMRT Alpha, a joint venture between SMRT Investments and • SMRT-Temasek Cares AED on Wheels was launched - a pilot SMRT Strides Toyotsu Alliance, in Yangon, offering limousine and
CORPORATE Alpha Plus Investments, won the bid to operate and manage programme where Automated External Defibrillators (AEDs) car rental services
• SMRT-Citibank VISA credit and debit cards with EZ-link the retail mall at Sports Hub are installed in 100 SMRT taxis
functions, a first-of-its-kind travel rewards programme, were
• SMRT Corp established an Environmental Sustainability
launched
ENGINEERING SERVICES
• SMRT International provided technical advisory services on an Committee to oversee green sustainability efforts 2018
LRT system for the Republic of Mauritius CORPORATE
2008 TRAINS
• The SMRT Trains Engineering Programme was launched to
• SMRT collaborated with Singapore Red Cross’ Community
Health on Wheels - a community-based mobile health
CORPORATE
develop a sustainable pool of engineering professionals programme that reaches out to the elderly in the heartlands
• The Gift of Mobility Programme was launched to provide taxi
services for individuals with physical disabilities BUSES TRAINS
• Singapore Bus Training and Evaluation Centre, Singapore’s • SMRT Trains and LTA commenced works to renew and
• ‘SMRT is Green’ was launched organisation-wide as a
first team-based bus training centre, opened enhance the power supply system on the NSEWL
commitment to environmental sustainability, which included
initiatives to ‘green’ our fleet COMMERCIAL • SMRT Trains launched its first C151 trains from Bishan Depot
• Kallang Wave Mall, managed by SMRT Alpha, opened
BUSES • Renewal works for the BPLRT system commenced
• SMRT Buses put Southeast Asia’s first Euro-V compliant bus on
the roads BUSES
• SMRT Buses opened the Choa Chu Kang Bus Interchange,
TAXIS offering the first one-stop service centre in a bus interchange
• SMRT Taxis debuted SMRT Eco Taxis, which used compressed
natural gas
COMMERCIAL
• Choa Chu Kang Xchange, SMRT’s first transit retail
development in the heartlands, opened
3 MILESTONES MILESTONES 4
SMRT CORPORATION IN BRIEF
HIGHLIGHTS
2019/2020
CORPORATE ENGINEERING
Corporate Office MOVED New Singapore Rail
from North Bridge Road to Standards LAUNCHED
Paya Lebar Quarter 3 an initiative by SMRT, Land Transport Authority
(LTA), SBS Transit, Institute of Engineers
Singapore (IES) and Enterprise Singapore (ESG)
TRAINS
Achieved 1 Million Mean
Kilometres Between Failure (MKBF) BUSES
East-West Line (EWL) is Yishun Integrated
the Most Reliable Line in 2019 Transport Hub (YITH) OPENED
with an MKBF of 1.48 million train-km, awarded by a fully barrier-free bus interchange with
the MOT Challenge Shield commuter-friendly and inclusive facilities; in line
with the Government’s efforts to create a more
East-West Line (EWL) is the Most caring and inclusive public transport system
Improved Line in 2019 SMRT Buses signed an MoU to deepen our
after more than tripling its 2018 MKBF of 0.41 million
train-km, awarded by the MOT Challenge Shield COMMITMENT TO INCLUSIVE
SERVICE DELIVERY
The new with five Social Service Agencies (SSAs) to support
Thomson-East Coast Line (TEL) and enhance the quality of life for people with
(Stage 1) opened disabilities and dementia and help them better
integrate into society
SMRT Trains signed an MoU to
Improve Rail Maintenance
Capabilities
with SBS Transit and ST Engineering to foster
greater knowledge-sharing and grow local rail
EXPERIENCE
maintenance and engineering capabilities Won the Land Transport
Authority (LTA) Thomson-East
North-South and East-West Coast Line (TEL) Retail Contract
Lines (NSEWL) Operations to manage the retail spaces across the rail line
Control Centre (OCC) relocated
from Victoria Street to Kim Chuan Depot LAUNCHED the “Communities in
- the world’s biggest underground depot
Stations” concept
with a weekly Farmers' Market at Bishan MRT
Canberra Station station in partnership with Central Singapore
on the North-South Line (NSL) opened Community Development Council
5 HIGHLIGHTS HIGHLIGHTS 6
SMRT CORPORATION IN BRIEF
Awards and Accolades
SERVICE EXCELLENCE SAFETY & SECURITY
Medal of Commendation (Gold): Mr Seah Moon Safe Rail Line of the Year - Certificate of
Ming, Chairman - SMRT Corporation Ltd Excellence: North-South Line - SMRT Trains Ltd
May Day Awards 2020 21st Annual Safety Award Convention, Land
National Trades Union Congress Transport Authority
Customer Experience Mystery Shopper Awards Safe Bus Operator of the Year - Certificate of
(Voice): Gold - SMRT Customer Relations Merit: PT216 Woodlands Bus Package - SMRT
19th CCAS International Contact Centre Awards Buses Ltd
2019, Contact Centre Association of Singapore 21st Annual Safety Award Convention, Land
Transport Authority
Customer Service Excellence for Transport:
Ms Gowri D/O Veren - SMRT Trains Ltd Most Innovative/Effective Safety Programme
Singapore Tourism Awards 2019, Singapore by a Public Transport Operator: SMRT Buses
Tourism Board Professional Learning and Training
Management System (PROLEARN) Analytics -
Best Service Partner (Service Delivery) - SMRT SMRT Buses Ltd
Buses Ltd Land Transport Excellence Awards 2019, Land
Land Transport Excellence Awards 2019, Land Transport Authority
Transport Authority
Gold Award: Speed Tester for Train Traction
Most Innovative Solution - SMRT Trains Ltd Control Unit Blower (Rolling Stock) - SMRT
Land Transport Excellence Awards 2019, Land Trains Ltd
Transport Authority Workplace Safety and Health Innovation
Awards 2019 for Logistics & Transport Sector,
Outstanding Service Individual (Public Singapore Logistics Association and Workplace
Transport): Mr Foo Kim Ming, Chief Bus Safety and Health Council
Captain - SMRT Buses Ltd
Land Transport Excellence Awards 2019, Land Bronze Award: SMART Traffic Management
Transport Authority System - SMRT Buses Ltd
Workplace Safety and Health Innovation
Outstanding Service Individual (Public Awards 2019 for Logistics & Transport Sector,
Transport): Mr Koh Hui Chong, William, Station Singapore Logistics Association and Workplace
Manager - SMRT Trains Ltd Safety and Health Council
Land Transport Excellence Awards 2019, Land
Transport Authority Certificate of Commendation: Remote Third
Eye (Power) - SMRT Trains Ltd
Outstanding Award (9 Winners) Workplace Safety and Health Innovation
The National Kindness Award - Transport Gold Awards 2019 for Logistics & Transport Sector,
2019, Singapore Kindness Movement Singapore Logistics Association and Workplace
Safety and Health Council
Commendation Award (166 Winners)
The National Kindness Award - Transport Gold Champion Winner: Public Bus Category -
2019, Singapore Kindness Movement SMRT Buses Ltd
Singapore Road Safety Awards 2019, Singapore
Star Award (199 Winners) Road Safety Council
Excellent Service Award 2019, Singapore
Retailers Association Merit Winner - Safe Driver Award: Mr Wong
Sing Yuen, Chief Bus Captain - SMRT Buses Ltd
Gold Award (342 Winners) Singapore Road Safety Awards 2019, Singapore
Excellent Service Award 2019, Singapore Road Safety Council
Retailers Association
NS Mark (Gold) - SMRT Corporation Ltd
Silver Award (470 Winners) Total Defence Awards 2019, Ministry of Defence
Excellent Service Award 2019, Singapore
Retailers Association Advocate of NS Award: Ms Ulfah Khairiah
Aman - SMRT Buses Ltd
Total Defence Awards 2019, Ministry of Defence
7 AWARDS AND ACCOLADES
OPERATIONAL EXCELLENCE CORPORATE SOCIAL
RESPONSIBILITY &
Most Reliable Line 2019: East-West Line (EWL) - ENVIRONMENTAL
SMRT Trains Ltd SUSTAINABILITY
MOT Challenge Shield, Ministry of Transport
Charity Gold Award - SMRT Corporation Ltd
Most Improved Line 2019: EWL - SMRT Trains Ltd
Community Chest Awards 2019, National
MOT Challenge Shield, Ministry of Transport
Council of Social Service
Risk Champion: Category 2 Runner-Up - SMRT
Enabler Award - SMRT Corporation Ltd
Trains Ltd
Community Chest Awards 2019, National
ASEAN Risk Awards 2019, Enterprise Risk
Council of Social Service
Academy
Green Mark Platinum Award: SMRT HQ at
Best Service Partner (Team): Integrated
Paya Lebar Quarters - SMRT Corporation Ltd
Maintenance Office System Safety Branch -
Building and Construction Authority
SMRT Trains Ltd
Annual LTA Service Award 2018/2019, Land
Transport Authority
Best Land Transport Operations & Maintenance
Initiatives: Merit Winner - SMRT Trains Ltd COMMUNICATIONS, PUBLIC
Land Transport Excellence Awards 2019, Land RELATIONS AND MARKETING
Transport Authority
Out-of-Home Media of the Year: 3rd place -
Certified On-the-Job Training Centres (COJTC) SMRT Experience Pte Ltd
Distinguished Partner Award - SMRT Marketing Magazine Pte Ltd
Automotive Services Pte Ltd
Institute of Technical Education Bronze for “Best eCommerce Loyalty
Programme”: WINK+ - SMRT Experience
Organisation Category: Private Sector Pte Ltd
Recipient - SMRT Trains Ltd Asia eCommerce Awards 2019, Marketing
LOO (Let's Observe Ourselves) Awards 2019, Magazine Pte Ltd
Restroom Association Singapore
Silver for “Most Innovative Use of Mobile
Best Happy Toilet: Bukit Panjang Integrated Technology”: WINK+ - SMRT Experience
Transport Hub - SMRT Buses Ltd Pte Ltd
LOO (Let's Observe Ourselves) Awards 2019, Mob-Ex Awards 2019
Restroom Association Singapore
Bronze for “Best Location-based Marketing”:
WINK+ - SMRT Experience Pte Ltd
Mob-Ex Awards 2019
AWARDS AND ACCOLADES 8
BUILDING A FORWARD-LOOKING STRATEGY
CHAIRMAN’S MESSAGE
POSITIONING FOR THE FUTURE
Reliability, Safety and Kaizen Railway System Technical Governance and Financial SMRT’s financial sustainability dealt with the business and
2019 was a year to remember Committee to formulate Sustainability going forward. operational impact from the
for SMRT. The Company standards to raise the As we transform, we must also disruptions, we put in place
achieved train reliability, reliability, safety, and ensure that robust governance We are finalising various measures for the safety of our
measured in Mean Kilometres productivity of railway and compliance processes are agreements for the Johor commuters and employees.
Between Failure (MKBF) of systems. The establishment in place. Effective internal Bahru-Singapore RTS Link
over 1 million, with support of such standards will raise controls and risk management project, a new rail link across We are proud of our frontline
from the Ministry of Transport the profile of Singapore’s rail allow the Company to the world’s busiest border, employees for carrying out
(MOT) and the Land engineering and contribute maximise opportunities that crossing the Johor-Singapore their duties selflessly
Transport Authority (LTA). to the global rail industry in arise. As stewards of essential Causeway. The transformational throughout the Circuit Breaker
Commuters were more a meaningful way. public transport assets, we benefits of such a link spans period. We are also thankful to
satisfied with our services. believe in running our business the economy, society, culture, the Transport Ambassadors
Moving forward, we will ethically and in a sustainable and geography. When who took up new roles in this
While we strive for reliability innovate and develop new manner. The Company has completed, it will provide exceptional time to assist
and operational performance, capabilities to grow the adopted a Board Diversity seamless connectivity for our employees to keep our
safety remains our top Company. We will continue Policy as we believe that people across two sides of the commuters safe. The solidarity
priority. On 23 March 2020, to invest in People and diversity in expertise and views Causeway. We look forward to displayed by all frontline
the SMRT family lost technical Technology. Kaizen and from our board members are the commencement of this employees and commuters is
officer Muhammad Afiq continuous improvement essential for the Company’s service in 2026. most humbling and gratifying.
bin Senawi to an industrial efforts will also be deepened sustainable development.
accident. The loss of Afiq at individual, system, and COVID-19’s Disruption and Appreciation
to his family is profound. company levels. The In FY20, we achieved Our Response What we have achieved in
philosophy of continuous significant productivity savings The COVID-19 pandemic has FY20 could not have been
Safety is not just a Key improvement and and cost avoidance of more changed the way we live, work possible without the
Performance Indicator. It is transformation is key to than $50 million. Cost and play. This resulted in a contribution of an engaged
about the life of someone’s our success. management efforts and reliefs decline in ridership. Whilst we Board, motivated management
child, spouse, sibling, or from Singapore 2020 Budget and employees led by CEO, all
parent. Even if our safety Teamwork is especially helped to mitigate the impact working together for the
records improve year on year, critical as the Company of COVID-19 on the Group’s greater good of our
it is not enough. It should be navigates through such financial performance. commuters.
zero death. Zero death is unprecedented times
about a culture of excellence, characterised by disruptions. Our operating environment is On behalf of the SMRT family,
which engenders pride and We have overcome various dynamic and challenging. I would like to pay tribute to
operational success. This must challenges together and I am We must navigate strong Minister Khaw Boon Wan for
always be the ethos of the confident that with resolve, headwinds in FY21 due to the his stewardship and visionary
Company as we chart the discipline, and ingenuity, pandemic. Capitalising on leadership of the transport
growth for SMRT to emerge SMRT will be better placed growth opportunities as well community. When the MKBF
stronger, more resilient, and to transform its businesses, as innovating for higher target of 1 million train-km
have a safer and better operations, and services. productivity will be key to seemed impossible, he
workforce with happier galvanised efforts from
commuters. It will be an extraordinary various stakeholders to unlock
year ahead as we move into potential and achieved it. We
Every member of the SMRT the post-COVID-19 world and Moving forward, we will are fully committed to keep
family knows what it means the new normal it presents. innovate and develop the MRT reliable. We wish him
to serve with sincerity, Commuters’ routines, new capabilities to grow a happy retirement.
empathy, and humility for the operating and business the Company. We will
good of the community and environments will change. continue to invest in Finally, we are thankful to
commuters. We want to do We must therefore, People and Technology. all commuters, MOT, LTA,
better today than yesterday. recalibrate our strategies and Kaizen and continuous Temasek Holdings, Unions,
approaches. What does not improvement efforts will and various stakeholders for
also be deepened at
Our turnaround experience change is our core focus on the privilege of service.
individual, system, and
in rail reliability allows us to People. We will provide a company levels.
establish a set of operations safe environment for our
and maintenance standards employees to work in as well Mr Seah Moon Ming, SEAH MOON MING
for the growing rail sector. as for our commuters to Chairman Chairman
In partnership with industry travel within our network.
players, we have launched the
9 CHAIRMAN’S MESSAGE CHAIRMAN’S MESSAGE 10
BUILDING A FORWARD-LOOKING STRATEGY
Group CEO’s Message region. With Singapore Institute
of Technologies (SIT), we are
deploying the workplace
learning model to ensure our
Our efforts in continuous
improvement have also been
encouraging, as shown in the
productivity savings of more
have provided accommodation
for our Malaysian bus captains
who stayed back to keep buses
running. We have also helped
STRENGTHENING OUR FOUNDATION FOR GROWTH workforce has the skills to than $50 million. With good our taxi and private hire partners
keep up with the increased consistent performance, strong and retail property tenants by
Enhancing Reliability, Safety & Thomson-East Coast Line (TEL), As a Public Transport Service sophistication of the systems processes and commitment to giving them rental rebates to
Governance commenced operations on Provider committed to service and equipment we operate. continual improvement, I am tide over this difficult period.
Our reorganisation and focus 31 January 2020, while Canberra excellence, we have also Eight new rail engineering confident that SMRT is in good COVID-19 has brought the
on reliability, sustainability and MRT station, the newest station launched the WeCare Initiative. curricula and more than 100 stead to transform and grow. Company together and it has
continuous improvement are key on the North-South Line (NSL), We engaged local communities digital courses to encourage served as an impetus to drive
to the turnaround of SMRT. started service on 2 November across Singapore and met our self-directed learning had been Developing Our People change.
SMRT Trains has achieved 2019. commuters at MRT stations and mapped onto the Public People are our edge. To
1 million Mean Kilometres interchanges to obtain feedback Transport Skills framework. strengthen the technical skills A Word of Thanks
Between Failure (MKBF) for all Yishun Integrated Transport Hub on how to improve our service. and competencies of our rail Our achievements in a milestone
our Train Lines and we are now (YITH), which SMRT Buses is the Much has been done. For SMRT Experience, our workforce, SMRT and our union year would not be possible
amongst the best performing anchor operator, opened on 8 example, all toilets in our MRT properties and media business, partners have introduced many without the efforts of many. Our
metros in the world. Besides September 2019. As part of the stations have achieved four-star has embarked on Communities training and upgrading leaders and employees have
reliability, commuters are also Government’s efforts to create a rating, based on the Restroom in SMRT (CIS), a concept where programmes for our workers. displayed resilience, team spirit
benefiting from an expanding more caring and inclusive public Association of Singapore’s we transform our stations into One example is the customised and commitment. The Ministry
network. The first stage of transport network, YITH was grading system, and two of our inclusive community spaces as SkillsFuture for Digital of Transport and the LTA have
designed to be fully barrier-free MRT stations - Queenstown and we rejuvenate them on the Workforce programme which been steadfast in their support
with facilities catered to the Redhill - and YITH, were the North-South and East-West is designed to equip our to help the Company in its
elderly, handicapped and first stations and interchange to Lines (NSEWL) with the Land employees with the necessary turnaround. The National
families with young children. be certified as Dementia Transport Authority (LTA). digital skills for the future needs Transport Workers' Union
SMRT is more than happy to Go-To-Points by the AIC. The idea is to add value to the of the land transport industry. (NTWU) and our union leaders
support and expand the community through better We also believe that we must have been instrumental in
Government’s efforts in Whilst overall safety has design integration of stations first care for our people before helping to build trust and
these areas. For example, improved, we are saddened by with the surroundings, creating expecting them to care for our confidence between the
SMRT Buses is the loss of our technical officer spaces for community services commuters and the Company. Company and our employees.
collaborating with Agency Muhammad Afiq bin Senawi and bringing the community As such, we are strengthening Temasek Holdings, Chairman,
for Integrated Care (AIC) through an industrial accident. together through events at our culture of leadership, and our Board of Directors have
and four Social Service The lost is unacceptable and our MRT stations. Yishun MRT learning organisation and shown great care and wisdom
Agencies (SSAs) to we are determined to create a station, which is currently being organisation excellence. For in guiding the management
improve inclusive service Zero Safety Incident operating designed, will be the first station example, our leaders engage team. I thank everyone.
delivery through the environment by strengthening to adopt this concept. Under our employees through
exchange of experience our safety systems and CIS, we have also collaborated “Leaders-in-Conversation” Our deepest appreciation goes
and expertise amongst processes. For example, with Central Singapore sessions for alignment and to to Minister Khaw Boon Wan for
these partners. Division Safety Officers have Community Development inculcate a learning organisation his visionary leadership and
been appointed to assist all Council to launch the first culture. An enterprise-wide unwavering support to SMRT.
divisions in the planning and Farmers' Market at Bishan MRT social networking platform, Under his stewardship, all
execution of their safety efforts station. Workplace by Facebook, was transport stakeholders worked
and ensure tighter also introduced to flatten closely together as One Team
safety-operation integration organisational hierarchy. to surpass rail reliability targets
across divisions. Through this platform, leaders which many thought were
With a strong foundation could share and reinforce almost impossible to achieve.
Continual Improvement & in our core businesses, SMRT’s organisational direction
Transformation we can look forward and goals, while ideas could be With a strong foundation in our
SMRT Engineering, our newest to greater growth in a discussed and improved. core businesses, we can look
Business Group developed to sunrise industry made forward to greater growth in a
grow our rail engineering up of an expanding rail Managing COVID-19 sunrise industry made up of an
expertise, leverages network in Singapore, and COVID-19 has impacted our expanding rail network in
digitalisation and technology increasing mobility needs operations and added pressure Singapore, and increasing
to transform the Company and in a growing region. on our financial performance. mobility needs in a growing
continually upgrade the skills of However, it is also a test of our region.
our workforce. Together with We will remain united and character as we need to ensure
the rail community, we have focused on our mission of continuity of service to our We will remain united and
initiated the creation of the Moving People, commuters, while protecting focused on our mission of
Singapore Rail Standards Enhancing Lives. the safety and well-being of our Moving People, Enhancing
with a vision of building the frontline employees. We have Lives. Thank you.
capabilities and expertise Mr Neo Kian Hong, ensured cleanliness and
of local enterprises to Group Chief Executive orderliness in our trains, buses
serve the railway sector Officer and stations, thus giving NEO KIAN HONG
in Singapore and the confidence to commuters. We Group Chief Executive Officer
11 GROUP CEO’S MESSAGE GROUP CEO’S MESSAGE 12
BUILDING A FORWARD-LOOKING STRATEGY
Our Focus &
Our Four Business Trains ROADS
Groups
OUR FOCUS
SMRT’s focus is on delivering our mission outcomes of
Reliability, Sustainability and
Continuous Improvement.
SMRT is organised into four business groups – Trains, Roads, OUR FOUR
Engineering and Experience – and supported by Corporate Services.
BUSINESS
GROUPS
Experience Engineering
13 OUR FOCUS & OUR FOUR BUSINESS GROUPS OUR FOCUS & OUR FOUR BUSINESS GROUPS 14BUILDING A FORWARD-LOOKING STRATEGY
BOARD OF DIRECTORS
From left to right:
QUEK GIM PEW* YAP KIM WAH^* NEO KIAN HONG^* MOLIAH HASHIM* TAN CHIAN KHONG^ PETER TAN BOON HENG^
Group Chief Executive Officer
ABU BAKAR MOHD NOR^ WILLIAM TAN SENG KOON* SEAH MOON MING^* LEE LING WEE* TAN EK KIA^* PHILIP NALLIAH PILLAI^*
Chairman
LEE FOOK SUN^*
^ Board member of SMRT Corporation Ltd
* Board member of SMRT Trains Ltd
15 BOARD OF DIRECTORS BOARD OF DIRECTORS 16BUILDING A FORWARD-LOOKING STRATEGY
SENIOR MANAGEMENT
From left to right:
GAN BOON JIN TAN KIAN HEONG WONG KIEW KWONG NEO KIAN HONG LEE LING WEE MARGARET TEO
Executive Vice President, President, SMRT Roads Chief Audit Officer Group Chief Executive Officer Chief Executive Officer, Chief Communications Officer
Engineering and Chief Digital SMRT Trains
Transformation Officer CINDY LAU KEE MEI
Group Chief Financial Officer
GOH ENG KIAT DAWN LOW KAR MUN ANSON LIM CHEONG KENG SOON JACQUELIN TAY GEK POH
Chief Business Development Executive Vice President, TAN AI LING Chief Safety and Chief Strategy Officer General Counsel and
Officer SMRT Experience Group Chief Human Security Officer Company Secretariat
Resources Officer
17 SENIOR MANAGEMENT SENIOR MANAGEMENT 18OPERATIONAL & SERVICE EXCELLENCE
TRAINS
As Singapore’s first mass rapid transit operator, SMRT Trains runs the
North-South and East-West Lines (NSEWL), Circle Line (CCL),
Thomson-East Coast Line (TEL), and the Bukit Panjang Light Rail
Transit (BPLRT). With over 5,000 employees, more than 250 trains,
and 141 km of rail tracks across 108 stations, we serve about 2 million
passenger journeys daily. In October 2019, SMRT Trains crossed a
significant milestone of achieving 1 million Mean Kilometres Between
Failure (MKBF) for NSEWL and CCL, and 100,000 MKBF for BPLRT.
In June 2020, East-West Line (EWL) received two awards under the
MOT Challenge Shield for The Most Reliable Line in 2019 and The
Most Improved Line in 2019. We expanded our network to serve
more commuters with the opening of Canberra MRT station in
November 2019 and TEL in January 2020.
Presentation of the The Most
Reliable Line in 2019 and The Most
Improved Line in 2019 awards to
the EWL by former Transport
Minister Khaw Boon Wan.
RENEWING RAIL ASSETS
To better predict and identify faults, two Power Asset renewal
projects are underway. These projects require us to complete
sophisticated tasks in a limited time. Making the best out of the
Early Closure Late Opening (ECLO) initiative of the NSEWL, our
engineers have laid 82% and 91% of the cables in the East-West
and North-South Lines respectively. The laying of fibre optic
cables along viaducts and tunnels helps transmit monitoring
information seamlessly from onsite equipment to the Operations
Control Centre (OCC). This real-time data enables our engineers
to manage potential faults before they occur. The second project
involves the installation of the Voltage Limiting Device (VLD),
which can isolate faults to a limited sector of a track. Installation
along the NSEWL was completed in June 2019.
The renewal of BPLRT is planned for completion by 2024. The
production of new trains and upgrading of two existing trains are
on-going in China and Canada respectively. Since April 2019, Land
Transport Authority (LTA) and SMRT - together with system
supplier Bombardier Transportation (BT) - have begun installing
the new Communications-Based Train Control (CBTC) signalling
system. Software testing for the new CBTC signalling system has
also started in BT’s overseas test laboratories since early 2020.
BPLRT has been operating on single loop (Service B via Petir
Voltage Limiting Device to isolate station) during off-peak hours since 1 December 2019 to reduce
faults to a limited sector of a track. utilisation. This preserves the ageing trains and systems.
21 TRAINSLEVERAGING TECHNOLOGY AND ADOPTING A KAIZEN MIND-SET
We continue to leverage new systems and technology to bring about continuous process
improvements. We have more than 3,000 employees participating in Trains Kaizen projects.
One key project was the digitalisation and end-to-end transformation of the Track Access
Management System (TAMS) for trains. The previous process was time consuming and
cumbersome with multiple systems. We managed to streamline, automate, and optimise track
booking and tighten control for safer track access.
Canberra MRT station commenced operations on 2 November 2019.
IMPROVING DAILY COMMUTE
We started our Step Out and Greet campaign, where our station employees and management
teams stepped out of our Passenger Service Centres and offices during peak hours, delighting our
commuters with greetings and smiles when they journeyed with us.
We have expanded our network to serve more commuters:
• Commenced operations of Canberra MRT station on 2 November 2019, serving over 17,000
households in the nearby estates
• Commenced TEL Stage 1 operations with three MRT stations in Woodlands (Woodlands North,
Woodlands, and Woodlands South) on 31 January 2020
We have leveraged technology to improve our restroom operations and raise productivity.
Feedback panels installed at selected MRT stations' toilets (such as Bras Basah, Orchard and
Canberra) provided a platform for us to collect feedback and take timely corrective measures. The
trial has been successful and we will continue to explore smart solutions such as the use of traffic
and odour sensors to track utilisation rate of our restrooms and odour levels respectively. With
more than 70 public toilets in our network certified as Happy Toilets (4-star rating and above), we
have received an award at the LOO (Let's Observe Ourselves) Award Ceremony, organised by the
Restroom Association Singapore (RAS).
We have also installed the first platform stairlift in Singapore at Novena MRT station, improving the
accessibility of wheelchair users during their visits to nearby hospitals.
TRAINS 22Open House event for TEL Stage 1 on 11 January 2020, before the official commencement on 31 January.
FUTURE
DEVELOPMENTS
SMRT Trains' Rail Operations
Centre (ROC) comprises the
Operations Control Centre
(OCC) for the NSEWL and
CCL. In late 2020, the ROC
will also incorporate the
Maintenance Operations
Centre (MOC), currently
located at the Bishan Depot.
With the ROC, SMRT Trains
envisions to house its key
transport network operations
in a single location, providing
enhanced real-time situational
awareness, and integrated
command and control to
achieve higher service
reliability. We plan for the ROC
to expand its capabilities to
better coordinate contingency
and recovery operations, bus
operations, safety, security
and cyber security efforts,
service communications, and
commuter services.
With TEL Stage 1 commencing
its operations in January 2020,
we have started planning
and working on TEL Stage 2 The Operations Control Centre (OCC) for the NSEWL and CCL, located at
Kim Chuan Depot.
build-up and integration. TEL
Stage 2 will add another six
MRT stations (Springleaf, Lentor, Mayflower, Bright Hill, Upper Thomson and Caldecott) to the line,
and Caldecott MRT station will intersect with CCL. LTA is still assessing the impact of COVID-19 on
the construction timeline for TEL Stage 2. It will keep the community informed of any changes to
the completion timeline. When all five stages of TEL are completed, it will - with its length
of 43km and 32 MRT stations (out of which eight are interchange stations) - serve up to 1 million
commuters daily and bring the MRT network within a 10-minute walk from 250,000 households.
23 TRAINSCOVID-19 INITIATIVES
Safe distancing measures in trains and stations were implemented as part of our efforts in response to COVID-19.
The well-being of our commuters is always our employees starting with frontline staff,
priority. We have stepped up various efforts temperature declarations and regular health
since January 2020 to provide commuters with monitoring, among others.
cleaner and safer journeys. The cleaning of our
trains and high commuter touchpoints, like We are also in constant touch with LTA and
escalator handrails and General Ticketing relevant government agencies to ensure that we
Machines (GTMs), has been intensified and free are up to date with the latest developments in
hand sanitiser is being provided at all our the nation’s efforts against COVID-19.
stations.
Going into FY21, safe distancing measures were
We also pushed out relevant messages through implemented on our trains and station platforms,
infographics and announcements in our stations and Transport Ambassadors were trained and
and on our trains to encourage everyone to be deployed to assist with crowd control during
socially responsible and observe good personal the circuit breaker period. Post circuit breaker,
hygiene. Isolation rooms are also designated at mask wearing is being enforced in our network
all stations to hold suspected cases while and commuters are reminded to avoid talking
waiting for the ambulance to arrive. while on the trains. We will continue to take
appropriate measures as necessary to protect
At the company level, we have implemented the safety and health of our commuters and
arrangements such as split teams with no cross employees.
deployment, distribution of masks to all
Setting up of
Stepped up Infographic and
quarantine
cleaning PA messages
on personal hygiene rooms
efforts practices in our at every station
trains network
Temperature Transport Safe Distancing
Screening Ambassadors stickers
at stations
Appropriate arrangements for
manpower deployment
(no cross deployment, distribution of masks,
temperature declarations, etc.)
TRAINS 24OPERATIONAL & SERVICE EXCELLENCE
ENGINEERING
The Engineering Group enables SMRT to stay ahead by
strengthening its engineering capabilities, primarily for
trains. The Group focuses on operation and maintenance
engineering, logistics, digital transformation, as well
as training capabilities.
The Engineering Group has RAISING NEW
three strategic objectives: CAPABILITIES
The Engineering Group has been
developing new capabilities to
transform the way we work.
Data Analytics and Condition
To raise new
A capabilities
Monitoring for Knowledge Creation
The transportation industry, like many
other industries, is driven by data.
To train a SMRT intends to foster a data-driven
competent
workforce
B culture to create business value
through data-driven solutions and
To sustain and practices. The harnessing of data drives
C achieve financial
strength
knowledge creation to improve on our
processes, enhance reliability, and
deliver better customer experience.
SMRT leverages complex data for
Signal & Communications control
systems for pre-emptive maintenance
mitigation to improve reliability.
Initiatives to drive the key focus on data
analytics and condition monitoring include:
Development of Rolling out of Creation of Collection and
the data operation efficiency predictive and analysis of
foundation layer projects for trains that real-time commuters’
to enable insights, are powered by dashboard to movements and
alerts, reports, advanced data improve travel behaviours to
and data processing and customer enhance customer
exchange visualisation to support engagement and experience as they
maintenance decisions experience journey with us
27 ENGINEERINGEnterprise-Wide Digital Transformation for
Innovation
Digital transformation is also promoted
within all SMRT Business Units and
Corporate Services Departments to enable
process re-engineering, enhance innovation,
and improve agility.
Workplace by Facebook is used as an
enterprise-focused social network tool to
deepen engagement, communication, and
collaboration within the SMRT community
since information and news are readily
shared and accessible. A chatbot application
is also embedded in Workplace with instant
messaging capability to collate employees’
responses in real time. The chatbot
Applied Rail Technologies (ART) engineers collaborating application was also deployed to help SMRT
on Condition Monitoring algorithms. react quickly to the COVID-19 pandemic
since January 2020. All employees are
Condition Monitoring for Pre-emptive required to monitor and declare their body
Capabilities temperature and related health information
Condition monitoring is a key predictive twice daily. This allows the Company to
maintenance capability deployed to collect effectively pick up on employees who need
and analyse operating data for potential rail the necessary follow up.
failure identification. Today, condition
monitoring solutions are deployed in all five Continuous improvement is also embedded
Centres of Excellence: Rolling Stock, Power, in our daily operations. An electronic key
Permanent Way, Building & Facilities, and press was introduced to enhance our
Signal & Communications. An example of its access-control key management system,
application is at the platform screen doors allowing for efficient tracking of key access
on the Circle Line (CCL). Machine by employees. This system enables better
communication for door operations was accountability while improving security by
tapped to monitor underlying issues. The protecting SMRT against any unauthorised
automation of analytics and notifications access.
provided early indicators for maintenance
before a fault surfaces. This enhanced
diagnostics capability, brought about with
condition monitoring, contributes to the
overall train-service reliability for commuters.
Operational Process Improvement
The Track Access Management System
(TAMS) is an intelligent end-to-end track
access management solution to simplify
process, optimise track access resources
while enhancing safety. It optimises track
access allocation planning and interlocking
safety features to prevent human error from
planning to execution, enabled by Artificial
Intelligence. It also provides real-time
updates on track application status and
confirmation of track allocation. This system
not only enhances safety, but also improves
operation control and boosts productivity.
ENGINEERING 28TRAINING A COMPETENT
WORKFORCE
SMRT is committed to developing a competent
and future-ready workforce through training
and work culture transformation. The main
objective is to drive continuous learning
through Kaizen and learning organisation
methods. Permanent Way maintenance staff-in-training is taken out of
the classroom and put in a simulated working environment.
Ab Initio Training
Build up technical skill
competencies of SMRT Trains
Curriculum
Co-develop workplace
curricula with SMRT Trains
The training arm
of SMRT drives the
transformation and Alliances
innovation in learning Develop Work-Study
Programmes that support skills
through upskilling development and progression
and reskilling of our to enhance workplace learning
workforce through the
following initiatives:
Training Capability
Build and strengthen the
trainer pool and expertise
Learning and Knowledge Platform
Encourage self-directed and
collaborative learning
SMRT works closely with SkillsFuture
Singapore (SSG), Singapore Institute
of Technology (SIT), and Nanyang
Polytechnic Centre of Excellence for
Workplace Learning (NACE) to adopt
the National Workplace Learning
Framework to develop a more robust
learning ecosystem for SMRT.
To increase rail operations and
maintenance standards, SMRT also
partners the Singapore Rail Academy
and institutes of higher learning to
strengthen capabilities in the rail
industry and increase the pool of
quality rail engineers in Singapore.
Fare System Maintenance staff performing preventive maintenance
on the fare gate.
29 ENGINEERINGRepresentatives from SMRT International, Mauritius Prime Minister's Office, and Mauritius Metro Express Limited during a
depot inspection.
SUSTAIN AND ACHIEVE FINANCIAL STRENGTH
Logistics and Supply Chain Optimisation
The Engineering Group oversees the transformation of the supply chain for SMRT Trains.
Strategic procurement is key to improving our vendor management system. SMRT works
closely with partners to ensure goods and services are acquired on a cost-effective basis
and deliver greater value to the business.
Expanding Overseas Presence
Drawing from our wealth of expertise and experience in transportation operations and
maintenance, SMRT has been providing consultation services to transport operators and
maintenance agencies in the region. These pursuits open doors to business growth and
cross-learning that can benefit our local rail and bus operations. Recent projects include
assisting the Mauritius Government in the successful preparation and launch of revenue
service for their first light rail transit project, and consultancy work to help the Indonesian
Government prepare for the operation and maintenance of their light rail transit system in
time for the 18th Asian Games.
The Engineering Group will continue to build on SMRT’s strong engineering capabilities
and expertise, and lead the training and digital transformation with innovative solutions.
ENGINEERING 30OPERATIONAL & SERVICE EXCELLENCE
BUSES
SMRT Buses is one of Singapore’s major public bus operators. With
commuters at the heart of our operations, we aim to deliver the
best-in-class service. We embrace innovation in our operations,
maintenance, and service to better meet future public transport needs.
COMMUTERS AS OUR OPERATIONAL FOCUS
We operate the Yishun Amongst our dedicated bus service excellence and minimal
Integrated Transport Hub captains, three were finalists for traffic accidents and violations.
(YITH) that has a Dementia the Best Customer Service for
Go-to-Point and a Heart Zone. Transport Award at the Hygiene and cleanliness are
YITH offers a slew of inclusive Singapore Tourism Awards also essential to the quality
service features, such as braille 2019. Bus captains Nevin of our services as a public
plates, tactile floor strips and Sebastian S Selvaraju, Chow transport operator. This is
Artificial Intelligence-enabled Hon Yuen, and Ganesan A/L particularly crucial during
CCTVs. Gunasekaran are exemplars of times like the COVID-19
distinctive and caring customer pandemic. At SMRT Buses, the
The YITH is also the first bus service. At the Excellent Service health and well-being of our
interchange to be appointed as Award (EXSA) 2019, SMRT commuters and employees
an Inclusive Service Training Buses had 69 Star, 91 Gold, are our top priority. We have
Centre. Our collaboration with and 245 Silver winners. stepped up cleaning efforts
Agency for Integrated Care for high-touch points in buses
(AIC), Alzheimer’s Disease Service excellence is also and at bus interchanges. We
Association (ADA), Guide Dogs bolstered by the enhancement have also made necessary
Singapore (GDS), Handicaps of our operations. This year, arrangements - such as
Welfare Association (HWA), SMRT Buses received the Safe providing accommodation
and the Singapore Association Bus Operator of the Year swiftly for our employees
of the Visually Handicapped (Certificate of Merit) at the affected by Malaysia’s
(SAVH) has enhanced Land Transport Authority (LTA) movement control order and
information and knowledge 21st Annual Safety Award those residing in dormitories -
exchanges amongst partners Convention (ASAC) for our to ensure minimal service
so that we could tap into one good performance in workplace disruptions as well as the
another’s experience and and commuter safety. At the well-being of our employees.
expertise to improve inclusive Singapore Road Safety Awards
service delivery in the public 2019, SMRT Buses was the In 2020, all our interchanges
transport network. To date, Champion Winner in the Public had been certified the SG
more than 200 employees Bus category. SMRT Chief Bus Clean quality mark by the
have been trained in inclusive Captain Wong Sing Yuen was National Environment Agency
service delivery, and we will the Merit Winner of the Safe (NEA), in recognition of our
extend this inclusive training to Driver Award in the Public Bus commitment towards high
employees of our other category. These awards standards of hygiene and
interchanges. demonstrate our strive towards sanitation at these premises.
Caring for commuters does not
stop at providing inclusive
infrastructure – it is also done
through service excellence.
We are honoured to be the
recipients of two outstanding
and 60 commendation awards
at the National Kindness Award
- Transport Gold 2019. These
awards spur us on to cultivate
a workforce that strives to go
the extra mile for our
commuters.
Interchange staff assisting a commuter at our inclusive Yishun Integrated
Transport Hub (YITH).
33 BUSESPEOPLE AS OUR KEY
DIFFERENTIATOR
The continual training and
upskilling of our employees
are important to us. 22 of
our technical officers have
graduated from the
Certification for Technical
Specialist (CTS) (Bus)
programme. The Singapore
Bus Academy and the
Institution of Engineers
Singapore jointly certifies
these technicians under three
levels of expertise. The CTS
is an industry-recognised
benchmark of technical skills Reducing carbon footprint with the introduction of electric buses.
and competencies. Of the 22
technical officers, 10 are CTS INNOVATION AS OUR ENABLER
Level 2 (Senior Technical In line with LTA’s initiative to introduce greener public bus
Specialists) certified. fleets with reduced carbon footprint, we have launched electric
minibuses and 12-metre buses for services 825, 944, and 983.
Together with Automotive These electric minibuses are equipped with a wheelchair-lifting
Services, we rolled out mechanism to allow wheelchair users to take these buses.
training for the maintenance Powered by an electric motor, an electric vehicle is far quieter
and operation of electric than one powered by a conventional internal combustion engine.
vehicles (EVs) that is aligned
with the Skills Framework to Within the workplace, we seek continuous improvement in our
build a sustainable pool of work processes through Kaizen. Our SMART Traffic Management
qualified and competent System was implemented at Bukit Panjang Integrated Transport
technical officers. Additionally, Hub and won the Bronze Award for Logistics and Transport
we signed a Memorandum of Sector at the Workplace Safety and Health (WSH) Innovation
Understanding (MoU) with Awards 2019. We have also digitised our training modules. Bus
LTA and other industry captains can now access training materials conveniently by
partners to train our bus scanning the QR code using an electronic device.
captains on the operations
of autonomous vehicles SMRT Buses will continue to support LTA’s vision in building an
(AVs), in preparation of inclusive transport system and introduce a cleaner public bus
future deployment of AVs. fleet to reduce carbon footprint. We will continue to promote
a caring and gracious commuting culture within our network
that encourages commuters to assist others who are in need.
To further enhance our operations, we will develop condition
monitoring to improve availability and reliability of buses and
sustain a high level of operational readiness to support train
service closures.
SUPPORTING TRAINS AS A CREDIBLE
BUS OPERATOR
To support SMRT Trains’ efforts in delivering rail reliability, SMRT
Buses has been actively supporting Early Closure Late Opening
(ECLO) operations for the North-South and East-West Lines
(NSEWL). We provide shuttle bus services as an alternative
mode of transport for commuters affected by scheduled train
station closures. Together with LTA and other public transport
operators, we have supported 58 ECLO operations, as well as
the 72-hour Canberra MRT station closure.
Into our fourth year operating under the Bus Contracting
Model, we continue to deliver good operational performance
assessed by LTA’s Bus Service Reliability Framework.
Bus captains being trained in operating
electric buses.
BUSES 34OPERATIONAL & SERVICE EXCELLENCE
TAXIS
SMRT Taxis, as one of Singapore’s leading taxi operators
with a large fleet of eco-friendly taxis, is constantly investing
in new technology and exploring initiatives to meet the
changing needs of passengers and our taxi partners.
CONTINUOUS INNOVATION
SMRT Taxis is constantly looking for new
ways to enhance our passengers’
experience and safety. One of the key
initiatives we embarked on in March
2020 is being the first taxi operator to
launch a fleet-wide booster seat pilot
programme for younger passengers, at
no additional charge. Additionally, under
our tie-up with Mastercard in 2020,
passengers get to enjoy administrative
fee waivers for all rides with SMRT Taxis
when they pay by Mastercard. Fourth-generation Toyota Prius equipped with Advanced Driving
Assist System (ADAS) for better safety.
Our taxi partners are important to us
and we are constantly looking for ways
to improve their driving and working
experience. In December 2019, we rolled
out the fourth-generation Toyota Prius,
which is equipped with the Advanced
Driving Assist System (ADAS) for
better safety. The new fleet is also
environmentally friendlier and provides
better fuel efficiency. We also continue
to improve the reliability of our Taxi
Share fleet and have thus far reduced
battery related faults by 80%.
Booster seats were introduced to increase safety for younger
passengers.
The Taxi Share programme, which allows
taxi drivers to rent a taxi on a daily or
hourly basis, continues to receive new
driver registrations. Our membership has
grown by 14% and the platform now
serves over 9,800 drivers island-wide.
Moving forward, in support of the Land
Transport Master Plan 2040’s aim to
have cleaner and greener vehicles for a
more environmentally sustainable land
transport sector, SMRT Taxis will move
from our current 100% cleaner, hybrid
standard taxi fleet to exploring suitable
Electric Vehicle (EV) models.
Paratransit services are offered by SMRT Taxis.
35 TAXISYou can also read
