SMRT and University of Birmingham Work to Enhance Rail Reliability

SMRT Corporation and the University of Birmingham, one of the top universities for railway science and education in the United Kingdom, have embarked on four research projects that will enhance the reliability of railway networks.

About 20 SMRT engineers will be involved in research carried out at the University’s state-of-the-art railway laboratories. When necessary, SMRT equipment and engineering staff will be sent to the UK or vice versa depending on the nature of the projects.

The projects are guided by a Master Research & Collaboration Agreement signed between the University of Birmingham and SMRT Corporation promoting joint research into railway engineering by both signatories. Under the agreement, researchers from the University and SMRT Trains will look into projects to improve the reliability of rail infrastructure and power systems.

Commenting on the joint research effort, Mr Ng Bor Kiat, Chief Technology Officer, SMRT Corporation, said: “We are delighted to partner the University of Birmingham once again to deepen and broaden expertise in railway engineering. These research projects complement the effort by SMRT Trains to work towards a reliability-centric maintenance approach. This will benefit commuters as engineering staff can intervene proactively to fix faults before they occur.

“At the heart of this effort is the increased use of condition monitoring devices, simulation tools and data analytics, which are among the research areas spearheaded by the UoB-SMRT research agreement. The pairing of academic know-how with the experience gained by heavy rail engineers is a valuable combination that will lead to better reliability, availability and safety. In short, a better journey for rail commuters.”

Professor Clive Roberts, Director of the Birmingham Centre for Railway Research and Education, said: “We are delighted to be commencing four interesting research projects with SMRT, which will enable us to demonstrate the benefits of our research on a live network. Three of the projects will focus of condition monitoring of different railway assets, and will take forward research that has been previously developed in the laboratory. The fourth project will provide a detailed understanding of the dynamic loads on the railway power system.”

In October 2016, SMRT Corporation and the University of Birmingham jointly announced the launch a post graduate course in railway engineering. The three-year course is the first of its kind for engineers here. It is jointly administered by the SMRT Institute, which serves as the academic centre for SMRT Corporation, and the University’s Birmingham Centre for Railway Research and Education (BCRRE), whose railway education programmes attract staff from leading metro operators such as the London Underground and the Taipei Metro.

The course is unique because it provides course participants with perspectives from an institute of higher learning for railway education as well as real-world operator experience. The intellectual framework provided by the University of Birmingham, when strengthened with lessons learned by SMRT Trains in the course of running heavy and light rail systems, will contribute to accelerating the development of our rapidly growing railway engineering workforce. This is achieved by providing a strong academic foundation for course participants, tempered by knowledge of how classroom concepts are applied in real-world situations.

SMRT Staff Commended at Singapore Tourism Awards

Delivering a world-class transport service that is safe, reliable and customer-centric is at the heart of what we do.

Senior Station Manager Katijah Bte Sarbu won the Best Customer Service for Transport award at the Singapore Tourism Awards 2017. This was SMRT Corporation’s fourth consecutive win in the category.


Katijah receiving the award from Mr S Iswaran, Minister for Trade and Industry (Industry) (centre) and Mr Lionel Yeo, Chief Executive, Singapore Tourism Board (left).

Katijah has been with SMRT Trains for 32 years. “I love to interact with people. This job allows me to meet people from all walks of life. Through conversations with my passengers, I get to learn something more about them. After some time, it feels like I am meeting up with old friends. We even talk about where to find good food and how each other’s family is doing.” Now stationed at Paya Lebar, she is responsible for the station’s daily operations. She shared that she always tells herself to perform her job to the best of her ability. “As long as my passengers are happy, I am happy.”

She said she is motivated by people featured in the media who had either won service-related awards or had their extraordinary acts published. “These stories help me to identify the different approach that may help me in assisting my passengers in a different way.” When asked to share advice with new joiners, she said it was important to be calm and empathetic. “Always listen attentively to passengers, in order to come up with the right solution to help them. Be objective instead of being too emotional as this will affect decision making. Be open-minded and do not be afraid of challenges.”

Katijah added that she went through a difficult period when her son passed away due to an illness last year. “I hope that this award will motivate and inspire my two other children. No matter how difficult the situation is, nothing is impossible if we put our hearts into it.”

Bus Captain Chia Boon Siong was a finalist in the same category. Having been in the industry for four years, he believes that it is important to treat his passengers with patience and care. He pays special attention to senior citizens, and ensures they board and alight safely, and that elderly commuters are seated before the bus moves off. He once helped an elderly man and wheelchair-bound wife board the bus on a rainy day. Although he was thoroughly drenched in the process, he still continued his work in a most cheerful manner.

A familiar figure to passengers who take Service 858, Boon Siong says that he enjoys helping others, “I always want to bring a smile to every person who journeys with me. Though it seems like a small thing, it makes me very happy.” He has taken the initiative to learn the names and general information of key landmarks along the route so that he can respond effectively to commuter queries.

Organised by the Singapore Tourism Board, the Singapore Tourism Awards celebrates and recognises individuals and organisations in the tourism sector for delivering outstanding experiences and demonstrating enterprise excellence.

Thank you!

Thank you Minister Khaw Boon Wan for your kind words of encouragement and appreciation to all public transport staff.

International Customer Service Survey on SMRT Train and Bus Services

SMRT’s train and bus services are part of an international customer service survey, now on from 24 April 2017 till 21 May 2017.

The online polls for the 2017 Customer Satisfaction Survey (CSS) are led by the CoMET and Nova, and the International Bus Benchmarking Group (IBBG) for train and bus services respectively. These surveys, which allow commuters to rate transport operators on their levels of service, provide data that show areas in which train and bus services serve commuters well and flag out areas for improvement.

These two surveys will help us better understand your satisfaction levels towards our train and bus services.


Click here to participate in IBBG CSS.


Click here to participate in to participate in CoMET Nova CSS.

Both surveys are managed by Railway and Transport Strategy Imperial College of London (RTSC).

Once the surveys are completed, RTSC will compile the data, provide them to participating metros, and present them at the CoMET and Nova meetings in the second half of 2017.

The CoMET Benchmarking Group has 17 members made up of some of the largest metros while the Nova Benchmarking Group currently has 16 members consisting of mostly medium sized or newer metros. CoMET and Nova provides a confidential forum for metros to share experiences, compare performances, and identify best practices and learn from each other.

The IBBG is a comprehensive programme benchmarking urban bus operations. The consortium is currently made up of 15 medium and large sized bus organisations in the world.

The surveys go live from Monday 24 April through Sunday 21 May 2017. Your information and responses will remain confidential and will not be used for any other purpose.

We thank you for sharing feedback via these surveys.

SMRT Rail Renewal Milestone: 188,000 Sleepers Replaced

To enhance rail reliability and to provide better journeys for millions of commuters who travel with SMRT every day, we embarked on the biggest rail transformation programme since rail operations began in Singapore in 1987. The sleeper replacement project on the North-South and East-West Lines (NSEWL) began in 2013, where 188,000 ageing timber sleepers were to be replaced with concrete sleepers.

A joint team comprising SMRT and the Land Transport Authority (LTA) was formed in June 2012 to look into reducing disruptions and increasing the reliability of the NSEWL. Other rail transformation projects, including re-signalling and third rail replacement programmes were carried out concurrently.

The Works

All rail renewal and maintenance works are carried out between 1.30 AM and 4.30 AM, after the last trains arrived at the depots, and before the first trains depart the depots for the start of service. Actual work hours are much more limited because of the time needed to transport machinery to the work site.

Starting with four road-rail vehicles (RRV) in 2013, before increasing the fleet to 14 in early 2016, these vehicles were used to mechanise the replacement of sleepers, a process which was initially done manually. The use of RRVs helped to accelerate the sleeper replacement schedule. In addition, fixed gantry cranes were brought in in early 2016. They were located at two ends of the EWL – at Pasir Ris overrun, and between Chinese Garden and Lakeside stations.

The gantry cranes, which were 20 metres in height and weighed 74 tonnes, were used to hoist the RRVs and concrete sleepers from the ground on to the tracks. They allowed the RRVs to deploy more quickly to the work front and thus allowing more sleepers to be replaced each night. Six Temporary Staging Areas (TSAs) were located at Kallang, Redhill, Chinese Garden, Pasir Ris, Changi, and Ulu Pandan to act as holding bays for RRVs and other heavy machinery.

Roger Lim, Project Director, Track and Infrastructure; and concurrently Vice President, Circle Line and Bukit Panjang LRT Projects, said “As we take apart parts of the track each night, we need to be very judicious on safety and quality checks when we put back everything within the three-hour engineering window. We have to make sure all systems are in order and ready for service each morning.

We had to look into the inter-operability within and across other work teams. Managing close to 1,000 personnel with 14 RRVs, two tamping machines and numerous mechanical handling equipment, the project team members must be cognisant of the various activities in the five work fronts. We had centralised planning to optimise the resources, while allowing decentralised execution for localised care and safety measures at the respective workfronts. Steely perseverance and steady pace helped us to work productively yet safely on the viaducts every night.”

Thank You for Your Understanding

In the last three years, measures such as speed restrictions and shorter operating hours were imposed. With the use of heavy machinery, moving of extremely heavy equipment and materials, and works such as welding and tamping, it was inevitable that noise would be generated. Our teams took all necessary steps to minimise noise and light pollution in the early hours of the morning- including using monitoring devices and barriers to keep noise levels to a minimum, and keeping night lights pointed away from residential homes.

20 December 2016

There was an unmistakeable sense of excitement and pride at Clementi MRT Station at 1AM. Representatives from SMRT, LTA and our contractors were in high spirits as the RRV appeared in sight for the final time. They watched the last wooden sleeper on the westbound track was removed. The final concrete sleeper was laid on 20 December 2016 – a full three years ahead of its original target of 2019.

Coordinating Minister for Infrastructure and Minister for Transport Khaw Boon Wan officiated the completion of the sleeper replacement programme on 20 January 2017. Accompanied by President and Group CEO Desmond Kuek, the minister signed a commemorative plaque to be installed at Clementi MRT Station, where the last batch of wooden sleepers were replaced.

Better Journeys

The sleeper replacement programme is the first of many milestones to come. As speed restrictions are lifted, our commuters can enjoy safer, smoother and faster rides on our network. We also look forward to the completion of our re-signalling and third rail replacement projects which will improve the journey experience for all commuters.

SMRT Campaign featured in Europe

Many of our commuters would remember that we launched the ‘We’re Working On It’ campaign two years ago. Conceptualised in 2015, the campaign sought to inform the public of our rail transformation efforts. We featured our colleagues who were working tirelessly round the clock to provide better and more comfortable rides for our commuters.

Two years later, many inside and outside the organisation remember the slogan, and agree that it was a memorable campaign – one that went on to bag local and international awards. The campaign was recently highlighted in a publication by Union Internationale des Transports Publics (UITP), or the International Association of Public Transport. UITP is a non-profit international association, recognised for its work in advancing the development of sustainable mobility. It is the only worldwide network to bring together the whole public transport sector and all sustainable transport modes.

In a publication released this month, UITP sought to raise awareness and acknowledge the link between the attractiveness of public transport companies as mobility service providers for customers and the attractiveness of public transport companies as employers of choice for existing staff and potential candidates. It said that companies like SMRT had to pay close attention to its own branding, as well as the general perception of the industry, in order to attract the best talent.

While this was initially a commuter-targeted initiative, it noted that SMRT obtained improved recruitment results, as well as improved customer satisfaction. It was also observed that complaint rate dropped significantly despite more intensive track renewal work being carried out. The article highlighting the “We’re Working on It” campaign was subsequently carried in The Guardian, a newspaper in the United Kingdom.

“Employees can also be public transport’s finest champions as well as providing fuel for its greatest critics. A campaign by Singaporean operator SMRT shows how employees can be great brand ambassadors. The ‘We’re Working on It’campaign humanises SMRT by using employees to front its advertising, presenting staff as part of the community, so commuters can relate to them as a mother, father, brother or sister. It also expressed SMRT management’s recognition of employees’ hard work.”

Re-signalling Project will significantly improve reliability

There were two disruptions on the East-West Line due to faulty track circuits in recent weeks. Commuters have asked if this is in any way related to the sleeper replacement project and what was the cause of it and what are we doing to rectify it?

The track circuit faults are unrelated to the sleeper replacement project completed recently for the North-South and East-West Lines (NSEWL). The track circuit system is part of the signalling system, and is not part of the sleeper infrastructure that supports the running rails which trains travel on.

Such track circuits are used to send signals to the operations control centre to monitor the speed, location and identity of trains passing the respective track signals. Track circuits are integral to the signalling system that is also ageing.

Rectifying track circuit faults

When a track circuit fails, trains have to travel at a lower speed over the affected stretch for safety reasons. During peak hours, the need to slow down trains causes congestion along the train line because trains must slow down as they cross the faulty track circuit and cannot bypass the stretch of track. MRT trains must also maintain a safety distance between one another. This can result in trains stopping momentarily for several hundred metres behind the fault track circuit.

There’s a knock-on effect on MRT stations too. As a result, platforms at MRT stations ahead of the faulty track circuit will get more congested during peak hours.

While train services are still available, this is deemed a degraded mode of service.

Ageing track circuits fail for two reasons. Firstly, a hardware failure of equipment at a Signal Equipment Room (SER) within a MRT station (that is, not on the actual track). Secondly, failures could occur at track side.

For faults within a SER, there is a good chance that we can rectify the failure within a reasonable period of time. This is because the equipment is more easily accessible than trackside infrastructure, where access would involve clearance for track access and possibly the shutting of power or the use of trains as standing protection for the work teams.

For trackside faults, engineering staff will have to access the track to investigate the root cause. This can be very challenging when the track is on a NSEWL viaduct, especially in the event of inclement weather and lightning risks.

As a process, when rectifying track circuit faults, our engineering staff rule out a SER equipment malfunction first before proceeding to investigate trackside faults. That is why the failure of trackside equipment tends to take a longer time to recover.

In the new signalling system that is currently being installed, the ageing track circuits will be replaced with a more advanced system that is more reliable as it is built with multiple redundancy for greater reliability. After we renew the signalling system, faulty track circuits will no longer cause prolonged delays for commuters. This is something we are looking forward to.

We will start operating the new signalling system progressively on North-South Line. In time to come, after we have addressed the initial teething problems of the new signaling system, we will be able to improve the journey for commuters. Please bear with us in the meantime.

Paving the Way for Better Journeys – Lucky Draw Winners

SMRT is renewing the North-South and East-West Lines (NSEWL), Singapore’s oldest, longest and most heavily utilised MRT lines. The multi-year, multi-project efforts underline SMRT’s commitment to serve our commuters better.

Last October, SMRT published Paving the Way for Better Journeys: Edition 2 to inform residents living along the North-South Line of our rail transformation efforts and benefits. These include smoother rides arising from sleeper replacement, shorter waiting times from new signalling systems, third rail replacement which boost network resilience and reliability, and higher train frequency as more trains are added into the network progressively.
Better Journeys
Survey Result
Nearly 90% of survey respondents could see the efforts SMRT put in to improve their travel experience.

Comments

Thank you for your feedback and support. We take your comments seriously, and will continue our rail renewal efforts to provide you with better journeys.

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Winners

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