A network of transport solutions - SMRT Corporation Ltd
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Portfolio A network of transport solutions As Singapore’s premier multi-modal land transport provider, we offer a range of transport options designed to suit the diverse needs of commuters. From modes of public transport such as MRT trains, buses and taxis, to private car services and premium bus transportation services, we connect people to the places they want to go.
137.3km
total route length of the North-South
and East-West Lines and Circle Line
365m
passenger journeys on
our buses annually
>3,000
taxis in the SMRT Taxis fleet,
including the largest number
of environmentally-friendly
hybrid taxis in Singapore
Service Ambassador Wee Kwee Wan serves a commuter at
the open concept passenger services counter at Bukit Panjang
Integrated Transport Hub (BPITH). SMRT Buses’ first integrated
transport hub, BPITH incorporates an air-conditioned bus
interchange with the Bukit Panjang MRT and LRT stations
for seamless connectivity.
SMRT Corporation Ltd Group Review 2017
Mobility at your service
Our renewed system, with a
comprehensive preventive and
predictive maintenance regime
in place, will mean higher system
resilience, and even better train
reliability and availability.
Increasing Capacity
Keppel, Cantonment and Prince
Edward Stations will close the loop
for the CCL when completed in
2025. This will enhance CCL’s role
as an orbital line, with a total of 33
stations, including 12 interchange
stations, while strengthening the
train network’s resilience.
Our efforts to SMRT Trains
Kim Chuan Depot will be expanded
improve the journey As Singapore’s first mass rapid and integrated to house 133 trains,
for train commuters transit operator, SMRT Trains runs up from 70, and 550 buses by 2024.
the North-South and East-West Lines It is the first in the world to integrate
by enhancing rail (NSEWL), Circle Line (CCL) and the three train depots and one bus depot.
operations, maintenance Bukit Panjang Light Rail Transit
(BPLRT). Driven by our strategic Significant Moments
and engineering are priorities, we align our activities
We began operating the Tuas West
seeing steady results. towards building on our strengths
Extension from June 2017. The 7.5km
We strive to be a safe, and capabilities to enable growth
extension improves MRT connectivity
and sustainable value.
reliable and responsible in the Tuas area.
Improving Reliability
operator, committed We were awarded the Thomson-
East Coast Line (TEL) contract to
to building trust and Our efforts in renewing the NSEWL
operate and maintain the line in
– Singapore’s oldest, longest and most
bringing on smiles heavily-used MRT lines – alongside the stages from 2019 for an initial
every day in all who push to raise reliability on the CCL and nine-year period. The TEL will add
BPLRT – are well on track. Our goal is an 43km and 31 new stations to the
journey with us. updated and renewed railway system existing rail network, with seven
Lee Ling Wee
that will allow us to run more trains, interchange stations linking the TEL
Chief Executive Officer, SMRT Trains
carry more passengers and offer to all five existing MRT lines.
faster connections. Commuters can SMRT Corporation Ltd and Prasarana
look forward to better rail reliability, Malaysia Bhd, Malaysia’s leading
smoother and faster rides and a public transportation provider, signed
quieter environment. a Memorandum of Understanding
To reduce waiting time, we deployed to form the Johor Bahru-Singapore
more trains during pre-peak and Rapid Transit System Link (RTS Link)
peak periods. New trains are being operating company, to design,
added progressively to the NSEWL, build, finance, operate, maintain
CCL and BPLRT, allowing older trains and renew the RTS Link operating
to undergo critical maintenance. assets. The RTS Link will help to
meet growing transportation needs
On the NSEWL, we completed the and improve productivity between
replacement of about 200km of the Singapore and Johor Bahru.
power rail, which powers the trains,
to better cope with more trains and Looking Ahead
the new systems on which they run.
In 2018, we will continue to
Our first and second generation enhance reliability with our
train fleets, which have been in service multi-project efforts to renew and
CLICK HERE for more than 20 years, have been upgrade the NSEWL. We will also
FOR SMRT TRAINS
OPERATIONS REVIEW progressively upgraded, for safer, further enhance safety through
more reliable journeys. a comprehensive review of work
safety processes and procedures.
30
Developing Strong Capability
Portfolio: A network of transport solutions
heavily to develop them throughout
their careers with us, so as to
build a competent, committed
and professional workforce.
We also place emphasis on our
employees’ health and welfare.
In recognition of our contributions
to the labour movement and
furthering the interests of our
workforce, we were presented
with two awards at the May Day
Awards 2017.
Leveraging Technology
Technology and Innovation are
We aspire to SMRT Buses our key enablers to achieve service
excellence. We proactively leverage
be the best SMRT Buses serves more than technologies that enable and
bus operator in 1 million passenger journeys daily. drive strategic, industry-leading
We have a fleet size of more than innovations in training, customer
Singapore and 1,450 buses and 3,300 employees. service and bus operations. A mobile
an international We operate three bus packages application was introduced for our
under the Bus Contracting Model,
transport solutions consisting of 99 bus services,
Bus Captains to keep track of their
work schedules, monitor driving
provider in three bus depots and five bus performance and carry out
smart cities. interchanges. administrative tasks.
Tan Kian Heong
Managing Director, SMRT Buses
A Culture of Service Excellence Our Singapore Bus Training
& Roads Services and Evaluation Centre provides
SMRT Buses successfully completed
training to our bus professionals.
our first year under the Bus
We have also achieved full operational
Contracting Model, achieving
capability for PROLEARN, which
good results in operational
employs big data analytics and
performance, as assessed by
evidence-based training customised
the Land Transport Authority’s
to individual driver needs. We
Bus Service Reliability Framework.
were awarded the Certification
The customer is at the heart of Recognition in the Operational
of what we do. We go to great and Technological Excellence for
lengths to build a culture of our PROLEARN innovation at the
service excellence that focuses UITP Awards 2017.
on understanding our customers
and offering best-in-class service Our Priorities
across all customer touchpoints. We strive to deliver the best
We value our commuters and bus service to our commuters
constantly seek ways to enhance and achieve the highest standards
the travel experience. In the of safety and reliability for our
Customer Satisfaction Index of operations. We are fully committed
Singapore published in 2017, we to develop our workforce by
achieved progressive improvements enabling their skills mastery
yearly and consistently outperformed and upgrading their technical
our competitor in the last four years. competency. We are continuously
Our first integrated transport hub at embracing technology and building
Bukit Panjang opened with thoughtful new competencies to stay relevant
features and technological innovations and remain competitive. We aspire
for commuters and our workforce. to grow our local market share and
establish a global footprint as an
Our People international transport
solutions provider.
Our people are our key differentiator.
We value our employees and invest
31
SMRT Corporation Ltd Group Review 2017
Mobility at your service
environmentally sustainable options,
passengers enjoy newer and greener
vehicles like the fourth generation
Toyota Prius Hybrid, which boosts
fuel efficiency and has a smaller
carbon footprint. In 2017, we further
strengthened our position as the largest
hybrid taxi operator in Singapore.
Our taxi partners take pride in
delivering high-quality rides. 109 taxi
partners received Excellent Service
Awards for 2017 and another eight
were winners at the National Kindness
Award – Transport Gold 2016.
Customer satisfaction increased for
In a time of rapid SMRT Taxis our taxi services compared to the
year before. We scored 71.8 points,
changes, technology SMRT Taxis continues to enhance
an increase of 2.4% over the
advances and disruptive passengers’ travel experience, raise
previous year, in the 2017 Customer
customer service standards, and
innovation for the industry, innovate with technology in order
Satisfaction Index of Singapore.
SMRT Taxis pushes on for to adapt to the highly dynamic Working with the Community
market conditions.
transformative growth We support meaningful community
and improvements. We Building Strong Partnerships initiatives with Temasek Foundation
Cares, such as the Automated
will continue to invest Supporting Singapore’s push
External Defribillator (AED) on
towards a cashless society, SMRT
in technologies to better Taxis collaborated with MasterCard
Wheels Programme. With 100
our service offerings taxis installed with AEDs, in 2017,
to lower cashless transaction costs.
our drivers successfully responded
for both partners and Our taxis are now equipped with
to 47 activations.
contactless payment terminals.
passengers. We remain In March 2017, we sponsored taxi
We strengthened our collaboration
committed to forming with Grab to build the largest and
rides for one of our adopted charities,
Home Nursing Foundation, bringing
strategic business most advanced taxi and private-hire
patients to and from their homes
partnerships to ensure car fleet in Singapore. The partnership
and a Patients’ Outing Event.
enables all SMRT Taxis’ drivers to use
long-term sustainability. Grab for taxi bookings and dynamic The Road Ahead
Tony Heng fixed fares.
Managing Director, SMRT Taxis & We constantly review our business
Private Hire Services At SMRT Taxis, we refer to drivers structure and processes to optimise
who work with us as “taxi partners”, our resources to cope with market
reflecting their value to our organisation. shifts, and closely monitor for
To suit the different needs of our new regulations.
taxi partners, we introduced a flexible We continue to build close
hourly rental scheme, Taxi Share. relationships with our partners,
We have more than 600 taxis at encouraging and rewarding quality
over 250 carparks, providing 24-hour services and continuous improvement.
access. This scheme has seen an We will invest in technologies to
increase in taxi availability on the further improve service offerings for
road to keep up with demand. our taxi partners and passengers.
We opened our first Driver Career As our fleet is expected to grow,
Centre, providing a one-stop service we will further develop our fleet
to help potential drivers identify managing capabilities and system
their best career path with SMRT enhancements to achieve efficient,
Taxis, through driver profiling and cost-effective ways to manage a
in-house consultations. larger fleet. We will also continue
As part of our drive to offer to reach out to potential business
stellar customer experience and partners to form strategic alliances.
32
Developing Strong Capability
Portfolio: A network of transport solutions
Our bus fleet optimisation is
achieved by leveraging on a mixed-
fleet strategy of leased and owned
buses. We work closely with suppliers
to ensure service level requirements
are maintained.
We have established channels of
communication between clients
and our operations team so
that feedback can be promptly
investigated and addressed.
Venturing Abroad
The joint venture (JV) in Yangon,
SMRT Strides Toyotsu Alliance, is
SMRT’s Strides Strides Transportation Strides’ first overseas establishment.
The JV seeks to offer limousine and
Transportation With the merger of Bus-Plus, Strides car rental services in Myanmar after
gives our customers Transportation offers our customers its successful incorporation. The
a whole fleet ranging from luxury limousine service will serve the need
an entire fleet of limousine and spacious private car for premium transit opportunities
luxury and spacious services to premium bus transportation, such as pickups at airports and
at their call. Our customers have
private cars. In more options to plan their travel in
hotels as well as alternate transport
options for business or high-end
addition to filling Singapore in comfort and style. travellers. With our SMRT Strides
the rising demand Satisfying Journeys
branding, Yangon’s travellers can
look forward to safe and reliable
for on-demand Strides Transportation meets transport service.
point-to-point the desires of those who prefer
The Road Ahead
transport services, point-to-point transportation service
on demand. Our round-the-clock We offer end-to-end services
Strides will support operations staff offer customisation from consultancy to service
our taxi partners and expert advice to ensure our delivery with a view to helping
clients have a seamless and satisfying
with greater flexibility journey. Whether it is providing
reduce transportation cost.
We will keep improving business
in managing their time, airport transportation, corporate profitability through cost reduction,
with more driving limousine service rides or point-to- by developing our core competency
point transfers, Strides always of driver and vehicle management
career options. ensures journeys are safe, reliable with the use of technology and
Tony Heng
and comfortable. data analytics.
Managing Director, SMRT Taxis
& Private Hire Services
To provide new and innovative Our Strides bus services will
transport solutions for passengers continue to uphold our leadership
and support Singapore’s Smart position in the healthcare segment,
Nation vision, we became one of leveraging on innovative technology.
the key partners behind Beeline, We will continue to grow by exploring
operating over 20 bus routes on other viable markets such as
the mobile application. condominiums and shopping
Service reliability is our top priority. malls transportation routes.
Our limousines and sedans are Strides Transportation will
leased and maintained regularly continue to reach out to potential
by reputable business partners business partners to form strategic
to ensure that each vehicle is alliances as well as evolve more
in optimum driving condition technology-driven processes.
at all times. Keeping up-to-date with the
changing needs of our customers
is the key to the customer-service
driven future.
33
SMRT Corporation Ltd Group Review 2017
Mobility at your service
Commuter Touchpoints
We constantly strive to achieve higher standards of service
excellence. We have rolled out new customer service initiatives
for SMRT Trains and SMRT Buses in 2017, offering a better
commuter experience to those travelling with us.
At Your Fingertips In our MRT Stations
Charging kiosks for quick Digital signage quickly
SMRTConnect 3.0, our charging of devices on-the-go disseminates information on delays
multi-modal journey planning app
offering real-time information,
has been enhanced with an
improved user interface, more
accurate train arrival timings,
crowd indicator at stations, iStand consolidates and QR codes allow easy access
and bus arrival timings for categorises in-station signages to information on alternative
all bus operators – providing so commuters can easily access travel options
‘mobility at your service’ updated information
to our commuters. Further
enhancements will be rolled
out in two phases in 2018.
At Bukit Panjang Integrated Transport Hub (BPITH)
WeCare Shop loans Nursing room affords
umbrellas and portable chargers convenience for commuters
to commuters with infants
Open-concept Passenger Features for the visually
Services Counter fosters impaired such as ground
more positive interaction between tactile and braille plates at
service staff and commuters queuing berths and in lifts
Interactive information Wheelchair Accessible
kiosks allow commuters to plan Bus services are available
trips point to point
120 bicycle racks installed at
Video walls add vibrancy BPITH facilitate first- and last-mile
to BPITH
connectivity
34
Developing Strong Capability
Portfolio: A network of transport solutions
We expect to recruit
and train 600 more
staff before the first
TEL stations open, with
about 900 more by the
time the TEL is fully open
in 2024.
Legend:
North-South Line
East-West Line
Circle Line
Thomson-East Coast Line
Bukit Panjang LRT
* Not drawn to scale
Thomson-East
On 15 September 2017, SMRT Trains was
awarded the Land Transport Authority (LTA)
Coast Line
contract to operate and maintain the
Thomson-East Coast Line (TEL) from 2019
for an initial nine-year period.
When fully operational in 2024, the TEL
will grow SMRT’s rail network by a third.
We expect to recruit and train 600 more staff
before the first TEL stations open, with about
900 more by the time the TEL is fully open.
Strategic Thrusts
We will continue to push ahead with our
multi-year projects to renew the North-South
and East-West Lines. We remain committed
to raising and sustaining reliability, availability,
maintainability, safety and security (RAMSS)
across our MRT network as it expands.
Our Strategic Thrusts: See page 14
35
Portfolio Enhancing the travel experience We enhance our commuters’ travel experience with lifestyle conveniences on the go. Innovative media and retail concepts create choice, excitement and vibrancy in the SMRT network. With Singapore’s largest and most connected media and retail network, we reach millions of customers and commuters daily with impactful advertisements, spaces and activations islandwide.
>860
retail units within the SMRT network
of MRT stations and bus interchanges
2,200
billboards in our network
97%
network occupancy rate for
transit-oriented rental
At Lakeside MRT station, busy commuters can enjoy hot meals
from Chef-in-Box, SMRT’s first vending machine concept shop.SMRT Corporation Ltd Group Review 2017
Mobility at your service
We continue to partner Citibank
Singapore as our presenting bank.
SMRT and Citibank launched a new
enhanced card value proposition with
improved benefits for cardmembers.
Citibank SMRT Visa cardmembers
can now enjoy promotions and
redemptions in new categories –
fast food, movies and online –
on top of current categories such
as groceries, coffee, health and
beauty, bill payment and retail.
New merchants such as McDonald’s
and Golden Village were also
brought on board, in addition
to existing merchants like FairPrice
We will pursue SMRT Commercial: Xtra, Starbucks and Popular.
opportunities and Lifestyle Business
Our Digital Offerings
drive growth in SMRT Commercial contributes
WINK+ rewards commuters with
to SMRT Corporation’s non-fare
non-fare rental revenue and profit through
redemptions at retailers and
merchants when they travel
and advertising our businesses in media and
with SMRT. Currently, WINK+ has
marketing, as well as properties
through innovations, 57 merchants on-board, including
and retail management.
technological Miniso, House of Seafood, and
Partnering for Success Paul Bakery as well as our online
developments e-commerce platform iMOB Shop.
and strategic SMRT Commercial actively develops
SMRT Commercial will continue to
partnerships across our businesses
partnerships. grow WINK+ and introduce new and
to bring value to our customers
exciting retailers and merchants.
This fortifies our and partners.
For the first time, retailers as well as
position as we Our joint venture SMRT Alpha
out-of-home and digital advertisers
Pte Ltd, leases and operates key
build upon our commercial areas in the Singapore
in the SMRT network can integrate
their offline and online campaigns
achievements while Sports Hub precinct, including
with real-time tracking of eyeballs,
creating value for 40,000sqm of retail and food areas
conversions, other key metrics
at Kallang Wave Mall, Singapore
customers and Indoor Stadium and Water
and analytics. WINK+ also entered
into a two-year partnership with
partners alike. Sports Centre.
Nielsen Singapore to offer marketers
Dawn Low
Managing Director, SMRT Commercial
Our partnerships with The Walt survey packages that measure
Disney Company (Southeast Asia) campaign effectiveness. The WINK+
and United International Pictures CRM platform will be used to gather
across our transport, retail and consumer response, while Nielsen
digital networks led to promotions Singapore will lend creditability
for movies like Beauty and the Beast, to survey findings through analytics.
Transformers: The Last Knight and
Our e-commerce platform, iMOB
Star Wars: The Last Jedi, engaging
Shop, provides an online shopping
consumers throughout the year.
experience for commuters, while
integrating digital advertising
and merchant listing services.
38Developing Strong Capability
Portfolio: Enhancing the travel experience
Shoppers can delight in exclusive A List Singapore, Singapore’s first
deals and seasonal promotions multi-platform arts and culture
across various product categories. guide, which includes comprehensive
With the Citibank SMRT Visa card as event listings and must-read articles
official card partner, special deals covering the various arts, culture and
and privileges are extended to lifestyle news and events. In 2017,
cardmembers on iMOB Shop. NAC renewed XCO’s services for
another year.
Advertising and Marketing
Solutions We will continue to focus on
growing our inventory of advertising
The X Collective (XCO), a wholly assets to offer multi-channel
owned subsidiary of SMRT solutions and add value for
Commercial, develops impactful our clients.
platforms, powerful ideas and
a social currency that creates Driving Business Growth
authentic connections with its
In the year ahead, we will leverage
audiences. During the year,
new technological developments
XCO was appointed to market
to drive growth for our non-fare
advertising spaces at The Sail @
retail and media businesses, and
Marina Bay, a waterfront lifestyle
continue to grow our partnerships
condominium located in the heart
and collaborations. We are focused
of Singapore’s Financial District.
on enhancing brand variety and
XCO also manages content offerings as we drive growth across
creation, editorial and publishing, our business lines.
and marketing services for the
National Arts Council’s (NAC)
WINK+ rewards commuters with redemptions at retailers and merchants when
they travel with SMRT.
39SMRT Corporation Ltd Group Review 2017
Mobility at your service
Singapore Environment Council (SEC).
The SEC has now certified more than
100 of our tenants across our network.
We continue to promote sustainability
by encouraging new tenants to be
Project: Eco-Shop certified.
In 2017, we transformed Tanjong
Pagar Xchange to enhance commuter
experience by adding six new shops,
refreshing the directional and tenant
signage, and installing energy-saving
LED light fittings. In the coming
financial year, we will also carry out
similar upgrading works at Yishun and
Orchard stations, and install interactive
directory displays at our Xchanges.
We are committed SMRT Commercial:
to enhancing Transit-Oriented Rental Our Advertising Network
and Media
the commuter SMRT Commercial manages Singapore’s
SMRT Commercial manages the retail largest advertising network of out-of-
experience by and advertising spaces within the SMRT home platforms and digital screens
offering lifestyle network of MRT stations and bus across the public transport network,
conveniences on interchanges, as well as our trains, buses reaching millions daily through our
and taxis. Our retail spaces provide interactive, multi-channel platforms.
the go and creating commuters with a wide range of
We are continually moving towards
vibrancy with convenient shopping and dining options
more sustainable production practices,
as they travel, while our advertising
innovative media spaces add vibrancy to the network.
using eco-friendly out-of-home advertising
and retail concepts papers and ink for our advertising assets.
in the SMRT network. Brightening Journeys During the year, we worked closely with
government agencies and statutory
We will also continue SMRT Commercial manages over 860 boards to create impactful, multi-platform
retail units and achieved 97% occupancy
to promote and in 2017. We constantly enhance advertising island-wide campaigns, for
key national events such as NS50 and
support public our Xchanges, MRT stations and bus
National Day Parade 2017.
interchanges to cater to consumers
transport and in and around our transport network. We actively supported public transport
public education The Shop & Dine @ SMRT programme campaigns, community, environment,
initiatives through continues to reward the community sporting and arts events, such as
and customers with attractive deals. National Council of Social Services’
partnerships and President’s Challenge and Land Transport
We introduced JR Group’s Chef-in-
community campaigns. Box at Ang Mo Kio and Lakeside Authority’s Graciousness Campaign.
Dawn Low stations – our network’s first vending
Managing Director, SMRT Commercial We continued to back the media
machine concept shops. This novel and advertising industries, and local
concept addresses a key manpower talents, by sponsoring trade events
challenge in the F&B industry, and we and awards.
encourage more of such innovative
business formats and technology. Improving Our Offerings
This was followed closely by two
In the year ahead, we will continue
vending machine concept stores at
to add vibrancy to our train and
Bukit Panjang Integrated Transport Hub
bus networks by bringing in more
(BPITH), our first integrated transport
new-to-market lifestyle convenience
hub. SMRT’s first Vendshop houses
brands. We will encourage our
machines that boast a variety of
tenants to adopt innovative
snacks, drinks and desserts. We also
business formats and technology.
project-managed the interior design
We will continue to support public
of BPITH, with a nature-inspired theme.
transport and public education
Project: Eco-Shop is a green initiative initiatives through partnerships
by SMRT Corporation Ltd and the and community campaigns.
40Developing Strong Capability
Portfolio: Enhancing the travel experience
XCO’s OptiMax trucks
offer brand owners a
3D advertising experience
and a travelling activation
space, a fresh way to
connect with consumers
in today’s busy world.
OptiMax Activation
Leveraging the wide reach and innovative
approach of XCO, new mobile telco
for Brand Campaign
Circles.Life launched their brand campaign
with a cross-platform media buy. The
campaign comprised advertisements in
our train stations and buses, as well as the
activation of our OptiMax trucks to target
millennial consumers at Century Square,
Raffles City, Safra Punggol and i12 Katong.
The trucks also plied residential and
downtown areas around the island, reaching
everyone from families to professionals.
XCO’s OptiMax trucks offer brand owners
Strategic Thrusts a 3D advertising experience and a travelling
activation space, a fresh way to connect
with consumers in today’s busy world.
Our Strategic Thrusts: See page 14
41Portfolio Expanding our technical capability SMRT’s engineering capabilities have grown significantly over the years. As Singapore’s rail network expands in size and complexity, we invest in our engineers to deepen our in-house engineering expertise as well as system- wide knowledge of all aspects of rail engineering. With strengthened technical capabilities and our focus on maintenance as a core competency, we are well positioned to expand our contributions to rail reliability locally and overseas. An SMRT Automotive Services technician carries out maintenance work on an SMRT bus at SMRT Woodlands Bus Depot.
500
rail engineers in SMRT, with plans
to grow by 40% more rail engineers
by 2020
>6,400
vehicles maintained in-house
55%
market share in fleet maintenance
services in the Government-owned,
non-military segmentSMRT Corporation Ltd Group Review 2017
Mobility at your service
In fleet maintenance, we are the
current market leader in the
Government-owned, non-military
segment with a market share of 55%.
We are an authorised service agent
for vehicle air-conditioning system
by Denso, the only public transport
operator maintenance provider in the
world to have obtained this status.
We are also the authorised service
agent for the Masats door system,
which is fitted onto all MAN buses.
We currently operate two one-stop
service centres, offering services
such as car servicing, repair,
We constantly seek SMRT Automotive spray painting, car grooming,
opportunities for Services accident reporting and accident
claim for private vehicle owners.
growth, taking bold SMRT Automotive Services
Presently, we are the authorised
provides comprehensive repair
steps in harvesting and maintenance services to SMRT
workshop for vehicle accident
repair and motor claims for seven
the latest technology Buses and SMRT Taxis as well as
insurance companies.
external fleet owners. Currently,
and knowledge to
we maintain a total of more than Developing Our Competency
shape the future 6,400 vehicles comprising public
Competency development is our
mobility landscape. buses, taxis, two wheelers, lorries,
impetus to encourage continuous
Tan Kian Heong vans, cars and specialised vehicles.
skills upgrading. We have been
Managing Director, SMRT Buses In addition to these services, we
& Roads Services working closely with the Institute of
provide accident repair, vehicle
Technical Education (ITE) and vehicle
grooming, vehicle component
manufacturers to keep reviewing
overhaul, vehicle system upgrading,
and improving our technical training
accident claims management and
syllabus. SMRT Automotive Services
new vehicle commissioning.
has obtained an Approved Training
Business Focus Centre status from ITE for Automotive
Technology (Heavy Vehicles) since
As part of our commitment to
1999. Thus far, we have trained 76
be the trusted road partner,
apprentices, who have successfully
we continually support and improve
completed their National Institute
the competitive advantages of our
of Technical Education Certificate
internal and external customers
courses. In 2017, one of our
through safe and reliable vehicle
apprentices won the Lee Kuan Yew
maintenance with reduced downtime.
Model Student/ Trainee award.
We continuously review and
introduce more predictive parts Opportunities for Growth
replacement to strengthen vehicle
We continue to grow by seeking
reliability. As such, SMRT Buses
opportunities to secure more fleet
and SMRT Taxis consistently exceed
maintenance contracts as well as
the Land Transport Authority’s
agency status for more automotive
vehicle reliability standards.
products. We are also working
For our external business, we focus with more insurance companies
on fleet maintenance, agency, and to obtain the authorised workshop
one-stop service. status and increase the market
share in this segment.
44Developing Strong Capability
Portfolio: Expanding our technical capability
A C651 train undergoing refurbishment The interior of a refurbished C651 train
Singapore Rail Singapore Rail Engineering first two trains and completed static,
dynamic and mainline tests. The last
Engineering was Singapore Rail Engineering (SRE) was train will be delivered by mid-2019.
set up to grow an incorporated in 2014 under SMRT
Through midlife refurbishment
Corporation Ltd to provide rail
indigenous rail engineering services and transport projects, SRE aims to attract passionate
engineering capability solutions to rail operators, maintainers engineers by offering design and build
and asset owners. Leveraging on SMRT’s opportunities. Over the past two years,
in Singapore, in 30 years of expertise and experience, we have noticed that an engineer’s
order to deepen our we are growing rail engineering passion is unleashed when he or she
is allowed to build what they have
knowledge, expertise capabilities that will contribute towards designed. Through SRE, SMRT will be able
improving the reliability and availability
and contribution of trains. We are committed to developing to present itself as an employer offering
to rail reliability. our portfolio of rail engineering as well rolling stock projects encompassing the
as Maintenance, Repair and Overhaul spectrums of design, build, operate and
We actively pursue (MRO) services, for the long-term maintain to prospective engineers.
growth opportunities sustainability of our business.
Joint Ventures
that will add to Building on Our Capabilities Railise Pte. Ltd., a joint venture between
our portfolio of rail As Singapore’s rail transport system SRE and Toshiba Corporation, has exclusive
engineering as well expands in size and complexity, we global rights (excluding Japan) to deliver
and integrate Toshiba’s Permanent
as maintenance, foresee opportunities for SRE to deepen
Magnet Synchronous Motor (PMSM)
our engineering capabilities. We have
repair and identified three business opportunity propulsion system. This system is more
overhaul services. areas: executing heavy rolling stock energy efficient and less costly to
Mario Favaits upgrade programmes; undertaking rolling maintain. Two KHI C151 trains equipped
Managing Director, Singapore Rail stock component MRO; and providing with this system have demonstrated
Engineering
Reliability-Centred Maintenance energy savings of close to 40%.
solutions, including data analytics. Faiveley Rail Engineering Singapore Pte. Ltd.
These are adjacent capabilities built (FRES) was established in June 2015 as
within SMRT that would be critical in a joint venture company between SRE
strengthening our Operations and and Faiveley Transport SA. FRES markets
Maintenance processes. and supplies MRO services for rolling
In 2015, we commenced the midlife stock components in South East Asia
refurbishment of SMRT Trains’ (excluding Thailand).
second-generation Siemens C651 fleet.
Driving Future Growth
This project, involving 19 trains, is one of
the most complex and extensive rolling SRE will focus on delivering on our
stock upgrade projects in the market. commitments to complete the
It allowed us to set up an organisation, refurbishment of the C651 trains,
develop new processes and start our pursue new rolling stock refurbishment
Engineering, Procurement and Construction projects and growth opportunities
activities. In the past year, we finalised that will add to our portfolio of rail
the design, commenced building the engineering and MRO services.
45SMRT Corporation Ltd Group Review 2017
Mobility at your service
Drawing on SMRT International In 2017, we successfully completed
our consultancy contract in Mauritius
our multi-modal SMRT International was to advise the Mauritius government
transport experience, established to expand SMRT’s in the procurement of their
overseas business operations first LRT system. Following that,
SMRT International by drawing on our multi-modal SMRT International secured a new
continues to make transport experience. consultancy contract to assist the
in-roads in growing Our Consultancy Services Mauritius government in capacity
building, such as institutional
SMRT’s overseas Continuing to spearhead our training, network planning and
business operations. expansion of overseas business contract management.
operations, we were recently
We will focus on appointed Operational Readiness SMRT International was also
expanding our consultant for the Palembang awarded contracts to provide
consultancy services in India.
presence in the and Jabodebek LRT projects.
A 25km, 13-station line located in Expanding Our Reach
Asia Pacific region the city of Palembang in Sumatra,
through our the Palembang LRT is expected In the coming year, the objective
to begin operations in June 2018, of SMRT International is to
partnerships and two months before the Asian Games. continue to expand our presence
consultancy projects. Phase I of Jabodebek LRT comprises in the Asia Pacific region through
Goh Eng Kiat three lines with 17 stations and our involvement in existing
Managing Director, SMRT International
covering a total distance of 43.5km. partnerships and consultancy
It will connect the greater Jakarta projects to expand our stable
region and is expected to begin of contacts.
operations in 2019.
46Developing Strong Capability
Portfolio: Expanding our technical capability
At the heart of this effort
is the increased use of
condition monitoring
devices, simulation tools
and data analytics.
Ng Bor Kiat, SMRT Chief Technology Officer and Senior Vice President, Future Systems, and Andy Schofield, University of Birmingham Head of the College of
Engineering and Physical Sciences (seated) sign the research agreement.
SMRT and University
SMRT Corporation and the University
of Birmingham, one of the UK’s top
of Birmingham
universities for railway science and
education, have embarked on four
research projects that will enhance
Collaborate to the reliability of our train networks.
Enhance Rail Reliability
These research projects, focusing
on improving the reliability of rail
infrastructure and power systems,
complement the effort by SMRT Trains
to work towards a reliability-centric
maintenance approach. Engineering
staff can intervene proactively to fix
Strategic Thrusts faults before they occur. At the heart
of this effort is the increased use of
condition monitoring devices, simulation
tools and data analytics. The pairing of
academic know-how with the experience
gained by heavy rail engineers will lead
to better reliability, availability and safety,
and ultimately, a better journey for
train commuters.
Our Strategic Thrusts: See page 14
47Portfolio The future of urban mobility Developing our competencies to be a future-ready business is a key priority supporting SMRT Corporation’s alignment to Singapore’s Smart Nation vision. As the transport landscape continues to transform, we hone our technology advantage in electronics and data analysis to drive integrated urban mobility solutions. With our suite of transport options, we will provide our commuters with the benefit of a smart mobility system that will enable and enrich their day-to-day lives.
Asia’s
first
integrated Mobility-as-a-Service (MaaS)
platform, Jalan, launched as a testbed
in August 2017
Joint
research lab
with National Technological University
(NTU) and JTC Corporation launched to
develop integrated transport solutions
MomentUM,
a Corporate Venture and Incubation
platform, was incorporated to
support technology adoption and
innovation needed to achieve our
Urban Mobility vision
Using Jalan, an integrated MaaS platform, commuters
can hop on e-scooters to ride around the NTU Campus.SMRT Corporation Ltd Group Review 2017
Mobility at your service
We designed, manufactured and
implemented the faregates asset
replacement work for stations along
the North-South and East-West Lines
(NSEWL), Bukit Panjang LRT and the
North-East Line.
We supplied STARiS 2.0 for 12
new trains on the NSEWL as well
as designed, supplied and installed
the supervisory control system for
Canberra MRT station.
As the maintenance provider
of the Sentosa Express since
June 2009, SMRT Services has
consistently delivered high train
Formed to expand SMRT Services service availability beyond the
prescribed standards.
SMRT’s portfolio SMRT Services manages and markets
We are also a Facility-Based
of rail-related capabilities such as Operations
Operator (FBO) licensed by the
& Maintenance (O&M) of transit
operations and systems, Automatic Fare Collection Infocomm Media Development
Authority to provide fibre optics
maintenance systems, the SMRT Active Route
leasing services. Working in
Map Information System (STARiS),
services, SMRT Automated Vehicle (AV) and Mobility- partnership with established
Services also as-a-Service (MaaS) solutions. We local telcos to widen SMRT’s fibre
network infrastructure, we have
spearheads new work closely with the authorities
extended our dark fibre coverage
and our partners to provide a
and innovative range of transport-related services reach to Singapore’s data centres,
commercial buildings and fibre
growth paths in in Singapore and the region.
landing sites. Our strong business
urban mobility Capabilities and References links with strategic FBO partners
for Singapore We formed a consortium with
and recent contract renewals
with existing customers further
and the region. Nanyang Technological University,
strengthen our position as an
Colin Lim Singapore (NTU) and JTC Corporation
industry partner of choice.
Managing Director, SMRT Services to test and develop innovative MaaS
solutions, seamlessly integrating Venturing Forward
multiple transportation modes for
better connectivity and accessibility We will continue to focus on deepening
by commuters on a digital platform. our knowledge and capability base
In August 2017, we launched Asia’s in order to develop a portfolio
first integrated MaaS platform, Jalan, of world-class and competitive
as a testbed in NTU. rail-related O&M capabilities.
Our joint venture company 2getthere We aim to value-add as an integrated
Asia Pte. Ltd., with Dutch AV solutions transport solutions provider enabled
developer 2getthere, will market, by a digital platform that integrates
install, operate and maintain the mobility solutions for clients while
GRT systems for customers in continuing to seed AV developments,
Singapore and the Asia-Pacific region. in line with Singapore’s Smart Nation
We will leverage our strong business and ‘car-lite’ vision.
networks to target opportunities in As we continue to provide integrated
the region as global demand for AV mobility solutions for our clients,
solutions increases. we aim to strengthen our presence
regionally as a visionary urban
mobility solutions provider.
50Developing Strong Capability
Portfolio: The future of urban mobility
Together with Nanyang
Technological University (NTU)
and JTC Corporation (JTC),
SMRT Services is developing
innovative solutions to
improve commuters’
travel experience.
The ‘Mobility-as-a-Service Lab’ brings together SMRT Services, Nanyang Technological University and JTC Corporation in a joint effort to develop innovative solutions
to improve the travel experience.
Mobility-as-a-Service
Together with Nanyang Technological
University (NTU) and JTC Corporation (JTC),
Lab
SMRT Services is developing innovative
solutions to improve commuters’ travel
experience. The ‘Mobility-as-a-Service Lab’,
the first of its kind in the region, taps the
strengths of each partner to fulfil Singapore’s
vision of a car-lite society: NTU’s capabilities
in research and development, evaluating
engineering trials and data analytics;
JTC’s expertise in master planning of
industrial parks and developing innovative
infrastructures; and SMRT’s experience as
a multi-modal transport operator.
Strategic Thrusts
The lab will seamlessly integrate existing
modes of transport with next-generation
transport modes, including electric automated
vehicles, bike-sharing systems and personal
mobility devices such as e-scooters.
Our Strategic Thrusts: See page 14
51SMRT Corporation Ltd Group Review 2017
Mobility at your service
can enjoy greater convenience
with cashless transactions.
We launched an integrated MaaS
platform, Jalan, as a testbed. Jalan
seamlessly integrates multiple
modes of transportation, including
e-scooters and e-bikes, for better
first- and last-mile connectivity.
Drivers of Change
SMRT Services has started a new
MaaS initiative focused on urban
mobility solutions. Through the
use of data analytics, the entire
transport ecosystem is integrated
to enable door-to-door commuting.
Our travel planner charts a journey
customised to each commuter,
Our Vision for the Future We have equipped our trains with
condition monitoring tools to enable including the use of Personal
Urban mobility is evolving rapidly. us to predict and rectify faults even Mobility Devices and emerging
In the near future, we will see a before they occur. We are working technologies such as Autonomous
huge boost in connectivity across on further improving rail reliability. Vehicles, and allows booking and
our island, while the advancement The SMRT-NTU Smart Urban Rail payment on the same platform.
of smart technology such as Corporate Laboratory, launched In September 2017, we incorporated
condition monitoring tools and in 2016, focuses on two research MomentUM, a Corporate Venture
data analytics will improve the tracks for higher rail reliability: and Incubation platform, to support
service quality of transport developing advanced conditioning technology adoption and innovation
options, providing commuters monitoring systems to enhance needed to achieve our Urban
with ever greater convenience our network’s resiliency and safety, Mobility vision. MomentUM will
and accessibility in their journeys. and enhancing the overall integrity act as a catalyst for business
Seamless Travel Experiences and reliability of our rail assets. unit and start-up collaboration
Key projects in progress include across three focus areas:
The rail network has been growing, an automated inspection system Deep Tech & Engineering,
most recently with the Tuas Link for train wheel and axle defects, Commuter Experience and
expansion enhancing connectivity a vibration sensor for the monitoring Transport Technology. Its
in the far west of Singapore. In the of the railway structure, and a new established partnerships with
years ahead, the Thomson-East tool to detect defects of the railway global accelerators and investors
Coast Line (TEL) is set to expand the electrification system. will broaden the reach and quality
network even further and will serve of connections to the best in the
about 1 million commuters daily Filling the demand for Mobility-as-
a-Service (MaaS), we have been start-up ecosystem.
by the time it is completed in 2024.
By 2030, eight in 10 households working to improve commuters’
Future-Ready Competencies
will have an MRT station within a travel experience, rolling out
new commuter touchpoints As we gear up for the opening
10-minute walk. The upcoming
in our MRT stations and at Bukit of the TEL and the RTS Link, we
Johor Bahru-Singapore Rapid Transit
Panjang Integrated Transport Hub. are building up our competencies
System Link (RTS Link), slated to
Our award-winning multi-modal to be future-ready, by growing
begin passenger service in 2024,
journey planning application, our technology bench strength
will take our rail network across
SMRTConnect 3.0, is undergoing for electronics and data analysis.
the border.
further enhancements and truly We are developing our workforce
With trains as a key mode of transport provides ‘mobility at your service’ and equipping them with the
in Singapore, we recognise the need to commuters. Our taxis have skills to manage more advanced
for ever higher standards of reliability, been equipped with contactless technology.
to make trains the transport mode payment terminals, so commuters
of choice for commuters.
52Developing Strong Capability
People
People inspector force, and a new joint
Readiness Inspection (READI)
Taking care of Team, formed in partnership
with the Land Transport Authority
our employees (LTA). READI will be instrumental
in driving discipline and quality
standards in Rail Maintenance
and Engineering and governing
the independent and systematic
audit and monitoring of
maintenance and asset renewal.
We have also established organic
quality assurance teams within
the business units. We continually
review our work processes
for clarity, accountability in
decision-making and adherence
to quality standards, and leverage
technology to streamline
procedures and facilitate
command and control.
Nurturing a Future-ready
Workforce
A professional and proud workforce is vital to
SMRT takes a long-term view
achieving our reliability and sustainability goals. to shaping a workforce that
We believe in nurturing our people’s competencies fulfils current and future
to ensure continued relevance in a constantly needs. Our Bus and Trains
competency-based career
changing world. Our emphasis on engaging hearts roadmaps are key in our
and minds have borne fruit. Our annual voluntary efforts to build a competent
and future-ready workforce
attrition rate is low at 6.2%. for the public transport industry.
We have strengthened ground
Building Integrity, Discipline Comfort. Our Service Excellence maintenance leadership with
and Accountability Campaign drives these service values the Engineering Maintenance
further in daily operations through Manager (EMM) Career
SMRT’s core values of SMRTnI –
Leader Ambassadors – advocates Scheme which offers diploma
Safety & Service Excellence,
appointed across all employee holders the chance to assume
Mastery, Responsibility & Respect,
segments and business units. key positions in frontline
Teamwork, Nurture and Integrity –
maintenance. These schemes
anchor our efforts to build a Efforts are underway to enhance offer an attractive career
disciplined workforce that is the quality of leadership across proposition to employees,
committed to producing excellence levels, particularly among our with structured career
and quality outcomes. We have ground leaders. We have augmented development, progression
stepped up efforts to create a ground leaders with additional and job rotation opportunities
collective ethos of pride in the deputies and consolidated the anchored on competency
organisation’s mission and each work teams and reporting layers development, value inculcation
individual’s contribution toward it. for increased accountability, and productivity. Coupled with
cohesion, engagement and competitive remuneration
New employees undergo the SMRT
development. To support ground packages, the schemes have
Service Excellence programme.
leaders in their leadership roles, enabled us to better attract,
This programme was developed
we have accelerated training develop and retain a cadre
in collaboration with Disney
in critical competencies such of passionate and proficient
Institute and National Trades
as EQ, coaching and performance talent unwavering in their
Union Congress Learning Hub,
management. resolve to drive reliability,
and aims to enhance the service
standards of all SMRT employees We have strengthened our quality service excellence and
toward Safety, Reliability, Care and assurance capability with an enlarged business growth.
53SMRT Corporation Ltd Group Review 2017
Mobility at your service
Rail engineers play a key role in To accelerate progress toward state-of-the-art simulators and
SMRT, and we pay close attention world-best rail excellence, we an integrated service control
to their professional development. have set our sights on harnessing centre that enables customised
To promote the rail engineering digital technologies and data team and scenario-based
industry and professionalise analytics for predictive maintenance. learning to enhance management
our rail engineers, we drive The newly set-up Future Systems of bus service safety and reliability.
collaboration with the authorities, Office will look into the development
Strengthening Employee
industry partners and academic of condition monitoring tools for
Engagement and
institutions. In 2014, SMRT critical systems, in collaboration with Industrial Relations
collaborated with Singapore strategic partners such as A*STAR.
Institute of Technology (SIT), SMRT recognises that it is
SMRT invests heavily in our training essential to build an engaged,
LTA and SBS Transit to develop
capability to facilitate an engaging enabled and energised
the Sustainable Infrastructure
and effective learning experience. workforce that contributes to
Engineering (Land) degree
SMRT Institute, our in-house our organisational goals and
programme, which features a
training arm, offers a full serves our national public
year-long immersive internship.
spectrum of functional, technical transportation needs. To
SMRT hosted the first batch of SIT
and behavioural competency strengthen employee relations
interns this past year, and we look
development programmes, and and workplace harmony,
forward to having them join us as
partners academic institutions we drive regular two-way
full-time employees upon graduation,
to augment our pedagogical engagement between
with a distinct edge over other
capability. Our partnership with employees and different
new hires, equipped with ground
the University of Birmingham levels of management to
experience at SMRT.
has seen the launch of the enable clear line-of-sight to
In 2015, we launched the SMRT Train Postgraduate Certificate in Urban the organisational direction
Engineer Professionalisation (STEP) Railway Engineering (Singapore), and goals, alongside providing
programme to develop SMRT Trains the most advanced qualification a platform for ground feedback.
and Singapore Rail Engineering’s that the university has co-developed Closed-loop feedback structures
railway engineers. This was with any railway operator, and the and processes further ensure
coupled with the Chartered first programme of its kind in Asia. that all feedback is actively
Engineer programme for railway In support of SkillsFuture, the followed up on. Management
and transportation professionals, national effort to deepen skills walkabouts and townhalls,
a product of our collaboration vital to Singapore’s key industries, coupled with our staff newsletter
with the Institution of Engineers, SMRT collaborated with the and digital platforms like GENIE,
Singapore. This professional Employment and Employability our internal social media portal,
accreditation recognises the Institute (e2i) to develop and provide staff with a range of
skills and values attained by our operate the Singapore Bus Training informational touchpoints and
railway engineers as they undergo and Evaluation Centre (SG BTEC). direct communication channels
STEP. To date, more than 250 of Singapore’s first team-based training to higher management.
our engineers have embarked on centre for bus drivers and service
their journey toward chartership. controllers, SG BTEC features These engagement efforts
are undergirded by the close
involvement of the National
Transport Workers’ Union
(NTWU), our critical partner in
working toward our vision of
a cohesive workforce that says,
stays and strives for SMRT.
A Collective Agreement is in
place to govern the rights of
our non-executive employees,
and the Union provides a
platform for educating members
about their rights, as well as
a channel for communication
with Management and airing
of grievances, if any. A dispute
resolution process is codified
It is our priority to build an engaged, enabled and energised workforce.
in the Collective Agreement to
54Developing Strong Capability
People
Officially launched in 1993,
the SMRT Corporation Sports
and Recreation Club (SCRC) is
the custodian of employees’
holistic health and well-being,
and facilitates the building of
bonds among employees as
well as their families and friends.
SCRC organises recreational
activities including movie
outings and talks on health and
personal finance, and supports
The latest MySMRT Active Day brought together almost 500 employees from across SMRT, and fostered the formation of interest groups.
stronger bonds through team activities. For instance, the Brisk Walking
Interest Group has organised
expeditions up to the Bukit
ensure that disputes are promptly In recognition of our efforts to Chandu Museum atop Kent
addressed. SMRT actively encourages tighten labour relations, the Ridge Hill and even the grounds
employees to exercise their right to NTUC has accorded various of the Istana. In 2017, the 3rd
join the NTWU through recruitment commendations to SMRT over MySMRT Active Day brought
roadshows and facilitating the the years. In 2017, SMRT Buses was together almost 500 employees
payment of membership fees the proud recipient of the May Day from across the organisation in
through direct salary deductions Partners Award for Uplifting Working a sporting meet that featured
and the provision of flexible benefits. People’s Jobs and Welfare. a team-based obstacle race
As a result, union membership is and fringe activities like mass
Building a Sustainable
high at 80%. Zumba and golfing.
Workforce Profile
SMRT’s relationship with NTWU
As our headcount grows to meet Recognising HR Excellence
is anchored on principles of trust
rising capacity and maintenance
and open communication, with We are heartened by the
needs, we continue to shape a lean
frequent dialogue and consultation recognition received for
and productive workforce with a
on policy and change management. our Human Resources (HR)
sustainable age and nationality
We are committed to furthering this practices. In 2017, our HR team
profile. To retain fit and skilled
strategic partnership with the Union, garnered top accolades at the
experienced employees, we
and have inked two Memoranda Human Resources Magazine
extended the reemployment age
of Understanding (MOU) to Awards, the Singapore HR
to 67 years old, ahead of the
cement both parties’ commitment Awards and HR Excellence
change in the national statutory
to co-building our workforce. Awards, for our best-in-class
mandate. To help our workers
The first recognises NTWU as an practices in a variety of areas
better sustain their physical
important strategic partner in including compensation,
well-being, SMRT has partnered
labour relations, and formalises employee engagement and
Fullerton Health in implementing
our mutual commitment to building talent management.
a series of healthcare initiatives,
a future-ready workforce together
including flu vaccinations, on-site
through the 4E framework,
physiotherapy treatments, and
featuring Employability for Life,
chronic disease management
Efficiency and Productivity Increase,
programmes. Complementary
Enhancement of Safety in our
Age Management and Workforce
Working Environment, and Employee
Health taskforces have been
Engagement. The second signifies
commissioned to address the
our recognition of NTWU as the
needs of our fast-maturing
representative of professionals,
workforce and strengthen
managers and executives in
employees’ physical and mental
the areas of 4P – Protection,
health. Recommendations from
Professional Development and
these taskforces include increased
Progress, Placement and Privileges.
automation, improved ergonomics,
flexible work arrangements and
enhanced healthcare provisions.
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