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Nelson Ng, MTR Corporation: Meeting customer safety expectations in Hong Kong

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Nelson Ng, General Manager - Safety & Quality, MTR Corporation Hong Kong delivered this presentation at Rail Safety 2013. For more information on the annual conference, please visit …

Nelson Ng, General Manager - Safety & Quality, MTR Corporation Hong Kong delivered this presentation at Rail Safety 2013. For more information on the annual conference, please visit http://www.railsafetyconference.com.au.

Published in: Technology, Business

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  • 1. Rail Safety 2013 Meeting Customer Safety Expectations in Hong Kong Nelson Ng General Manager – Safety & Quality MTR Corporation 5 March 2013
  • 2. Business Overview of MTR We carry 4.9 million passengers every weekday in Hong Kong MTR Corporation 3/11/2013 Page 2
  • 3. Heavy Rail 11 lines 84 stations 182 KM length MTR Corporation Light Rail 12 routes 68 stops 36 KM length Bus Business Overview of MTR 17routes 3/11/2013 Page 3
  • 4. Our rush hours… … MTR Corporation 3/11/2013 Page 4
  • 5. Business Overview of MTR Guangzhou-Shenzhen-Hong Kong Express Rail Link Kwun Tong Line Extension Shatin to Central Link West Island Line South Island Line (East) MTR Corporation 3/11/2013 Page 5
  • 6. Our Vision “We aim to be a leading multi-national company that connects and grows communities with caring service” Beijing Metro Line 4 Shenzhen Metro Longhua Line Hangzhou Metro Line 1 LOROL MTR Corporation MTR Stockholm 3/11/2013 Metro Trains Melbourne Page 6
  • 7. “We aspire to be amongst the very best in safety performance globally in all of our businesses” Newcastle Toronto Montreal London Paris Madrid New York Lisbon Moscow Berlin Brussels Milan Naples Beijing Barcelona Shanghai Delhi Guangzhou Taipei Hong Kong Bangkok Mexico City Singapore MTR has been rated among top 3 in Rio de Janeiro Sao Paulo • Operations Safety • Train Reliability Santiago Buenos Aires • Service Efficiency CoMET metros • Non-fare Cost to Passenger Nova metros Sydney Benchmarking of 28 urban rail systems to identify and share best practices MTR Corporation 3/11/2013 Page 7
  • 8. Our Safety performance is amongst the very best in the world Safety 2 Safety Aspirations Total Fatalities / Billion Passenger Journeys 40 35 To be amongst the very best in safety performance globally 30 25 2000-2009 Better 20 2001-2010 15 To be the safest mode of public transport in every place where we operate 10 5 0 As As - Asian Metros Eu - European Metros MTR Corporation MTR As SA SA* Eu Eu Eu Eu Eu NA Eu NA Source : CoMET 2000-2010 Data Only metros with data are listed (* 2009 result) NA - North American Metros SA - South American Metros 3/11/2013 Page 8
  • 9. Hong Kong Safety & Health Regulations ALARP Principle As Low As Reasonably Practicable  Mass Transit Railway Ordinance Cap. 556 and Operating Agreement  No local prescriptive railway safety standards  Adopt UK and other international safety and risk management principles and good practices High Risk Factory & Industrial Undertakings Ordinance (occupational safety & health)  R1 Cost Effective ? R2 Cost, Time & Trouble in mitigating risk R3 Size of risk R4 Low Risk Driving for Continuous Improvement MTR Corporation 9 3/11/2013 Page 9
  • 10. Safety Management Framework Corporate Safety Governance Framework MTR Corporation 2013/3/11 3/11/2013 Page 10
  • 11. Corporate Safety Management Model We adopt 3 Strategic Approaches to achieve our Safety Aspirations MTR Corporation 3/11/2013 Page 11
  • 12. Safety Leadership and Total Commitment Safety leadership & staff engagement Safety is every one’s responsibility
  • 13. Embracing Customer Safety Challenges ~ 7% annual growth in elderly passengers (>65) Stable passenger profile MTR Corporation Elderly - fare concession Wheel chair users Passengers with luggage 3/11/2013 Aging Population Page 13
  • 14. Responding to Elderly & PwD Toilets at interchange stations External Lifts Facilities Mobile App (coming) Platform Seats at interchange passageway Station Assistants Wide Gates Accessible Customer Service Counter Customer Excellence Meet Customer Needs MTR Corporation 3/11/2013 Page 14
  • 15. Setting Challenging & Achievable Safety Targets Heavy Rail Risk Key causation factors (2011) All Injuries per million passenger journeys 0.98 0.96 target 0.98 0.98 2012 Target 0.98 0.96 0.94 0.96 0.94 0.94 0.92 0.90 0.97 0.94 Performance 2013 0.93 Target 0.91 0.88 0.86 2008 2009 2010 2011 2012 2013 Target = 2012 Target + Deviations + Challenges – Safety Initiatives MTR Corporation • Extra elderly patronage due to fare concession and annual growth 2012 Safety initiatives (examples) 2013 Actions injury per million pax 1.00 Challenges HR - Rate of All Injury Incidents • Escalator (59%) • Train Door (18%) • Platform Gap (12%) Escalator • Green foot print on steps • 3 escalators with pink handrail • 2 escalator safety campaigns • Escalator safety ambassadors Platform & Door • Retrofit Automatic Platform Gates • Additional 86 Station Assistants • Train Door Safety Campaigns 3/11/2013 Page Campaign Elderly Safety 15
  • 16. Building a Learning & Innovation Culture Fostering a Learning Culture Promoting Innovation & Continuous Improvement MTR Corporation Incremental Breakthrough Transformational 3/11/2013 Page 16
  • 17. Shaping Passenger Behaviours Hong Kong Please hold the handrail Bright Color & Clean Handrail Attracting their attention Safety Campaign / Signage / PA MTR Corporation - Giant Signage - Green Foot Printing - Elderly Safety Campaigns Speed reduction & robot trial 3/11/2013 Page 17
  • 18. Enhancing Platform/Train Interface Safety Enhanced monitoring at platform Trial on different types of gap fillers Additional Platform Emergency Plungers Door chime standardisation Reducing Platform Gap MTR Corporation Bridging the Gaps Minimising Train/Platform Screen Door Gap and Detecting Trapping Standardisation 3/11/2013 Page 18
  • 19. Monitoring Critical Equipment Conditions Thermal RF ID Tag Temperature label (daily check) Trackside Vibration Monitoring trial (FBG) RFID Temperature Monitoring (real time) “HKIE Innovation Award 2012” “MTR Risk Management Award 2012” MTR Corporation 3/11/2013 Page 19
  • 20. Human Factors Building Better and consistent HMI 1 2 3 4 8 9 5 6 10 1 1 12 Different Trains Different Cab HMI MTR Corporation 7 13 14 Standardised HMI - Grouping / Color / Logic 3/11/2013 Page 20
  • 21. Human Factors Operating a Safety Critical Task Passengers will evacuate towards LOF. I will switch on modes KOT 23,LOF 22… Environmental System Controller Mode Table Checked OK ! Traffic Controller Independent Verification MTR Corporation Press press Confirm Button to operate selected modes Prompting by Decision Support System Fully FAO ? Integrated Decision Support System Computer-aided Decision Support (standalone) 3/11/2013 Page 21
  • 22. Human Factors Strengthening Driving Behaviour & Discipline Finger pointing at the signal and point status and read aloud “Fingering” MTR Corporation Voice record the read aloud messages On-train Monitoring & Recording forward facing CCTV (trial) Smart Shunting Pen 3/11/2013 Page 22
  • 23. Manual Train Operations towards End of Line / Depot 5kph Human Factors System to limit speed to 25kph for restricted manual / cut-out mode Flashing 10kph speed restriction sign for manual trains Speed Control by signs and procedures MTR Corporation System Speed limit control Highly visible stopping markings Warning signals / signs Active signs 3/11/2013 Page 23
  • 24. Promoting Hazard & Near Miss Reporting 0 30 100 300 Shop floor Hazard & Near Miss Reporting MTR Corporation Reporting Hazard & Near-miss Everybody, Every moment and Everywhere 3/11/2013 Page 24
  • 25. Global Learning and Sharing Hong Kong 1st MTR Hong Kong and subsidiaries safety peer review held at Mainland China Beijing & Shenzhen MTR Corporation 3/11/2013 Page 25
  • 26. Global Learning and Sharing Hong Kong Safety Critical Item (SCI) Safety inspection system Shenzhen Safety Education Animation Video Dumb Ways to Die Beijing Melbourne MTR Corporation 3/11/2013 Page 26
  • 27. Thank you Have a safe journey MTR Corporation 3/11/2013 Page 27