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

Rail Safety 2013

Meeting Customer Safety Expectations in

Hong Kong

Nelson Ng

General Manager – Safety & Quality

MTR Corporation

5 March 2013

MTR Corporation 3/11/2013

Business Overview of MTR

We carry 4.9 million

passengers every

weekday in Hong Kong


Business Overview of MTR Heavy Rail 12 routes 68 stops 36 KM length

Light Rail 17routes

Bus 11 lines

84 stations 182 KM length


Our rush hours… …

3/11/2013 Page 4 MTR Corporation


Guangzhou-Shenzhen-Hong Kong

Express Rail Link

West Island Line

South Island Line (East)

Shatin to

Central Link

Kwun Tong Line

Extension

Business Overview of MTR


Metro Trains

Melbourne

Shenzhen

Metro

Longhua Line

Hangzhou

Metro Line 1

Beijing Metro Line 4

MTR

Stockholm

LOROL

Our Vision

“We aim to be a leading multi-national company that connects and grows communities with caring service”


Mexico City

Moscow

Shanghai

Hong Kong

Santiago

New York

Paris Milan

Naples

Lisbon

Toronto Montreal

Bangkok

Singapore

Buenos Aires

Delhi Taipei

Newcastle

Barcelona

Rio de Janeiro Sao Paulo

Madrid Beijing

London Berlin

CoMET metros

Nova metros

Sydney

Guangzhou

Brussels

Benchmarking of 28 urban rail systems to identify and share best practices

“We aspire to be amongst the very best in safety

performance globally in all of our businesses”

MTR has been rated among top 3 in

• Operations Safety

• Train Reliability

• Service Efficiency

• Non-fare Cost to Passenger

MTR Corporation 3/11/2013 Page 8 MTR Corporation 3/11/2013

Our Safety performance is amongst the very best in the world

Safety

0

5

10

15

20

25

30

35

40

As MTR As SA SA* Eu Eu Eu Eu Eu NA Eu NA

2000-2009

2001-2010

Source : CoMET 2000-2010 Data

Only metros with data are listed (* 2009 result)As - Asian Metros NA - North American Metros

Eu - European Metros SA - South American Metros

Total Fatalities / Billion Passenger Journeys

Better

2 Safety Aspirations

To be amongst the

very best in safety

performance globally

To be the safest

mode of public

transport in every

place where we

operate

MTR Corporation 3/11/2013 9

Size of risk

Cost, Time & Trouble

in mitigating risk

High Risk

Low Risk

R1

R3

R2

R4

ALARP Principle

As Low As Reasonably Practicable

Cost Effective ?

Hong Kong Safety & Health Regulations

Mass Transit Railway Ordinance Cap. 556 and

Operating Agreement

Factory & Industrial Undertakings Ordinance (occupational safety & health)

No local prescriptive railway safety standards

Adopt UK and other international safety and risk management principles and good practices

Driving for Continuous Improvement


Corporate Safety Governance Framework

Page 10 2013/3/11

Safety Management Framework

3/11/2013 MTR Corporation

Corporate Safety Management Model

We adopt 3 Strategic Approaches to

achieve our Safety Aspirations

Safety Leadership and Total Commitment

Safety leadership & staff

engagement Safety is every one’s responsibility


Stable passenger

profile

Embracing Customer Safety Challenges

Aging Population

~ 7% annual

growth in elderly

passengers (>65)

Elderly - fare concession

Wheel chair users

Passengers with luggage


Responding to Elderly & PwD

Meet Customer

Needs

Platform Seats at

interchange

passageway

Wide Gates

External Lifts

Accessible Customer

Service Counter

Facilities

Mobile

App

(coming)

Customer

Excellence

Toilets at

interchange

stations

Station

Assistants


HR - Rate of All Injury Incidents

0.98 0.98

0.96

0.94

0.96

0.91

0.980.97

0.940.94 0.93

0.86

0.88

0.90

0.92

0.94

0.96

0.98

1.00

2008 2009 2010 2011 2012 2013

inju

ry p

er

million p

ax

Page 15

Ris

k

Cha

llenge

s

Actions

Key causation factors (2011) Heavy Rail

All Injuries per million passenger journeys

• Extra elderly patronage

due to fare concession

and annual growth

2012 Safety initiatives (examples)

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

Elderly Safety Campaign

Setting Challenging & Achievable Safety Targets

• Escalator (59%)

• Train Door (18%)

• Platform Gap (12%)

2012

Target

Performance

target

= 2012 Target + Deviations + Challenges

– Safety Initiatives

2013

Target

2013 Target

MTR Corporation 3/11/2013 3/11/2013 MTR Corporation

Building a Learning & Innovation Culture

Breakthrough

Incremental Transformational

Fostering

a

Learning

Culture

Promoting

Innovation &

Continuous

Improvement


Shaping Passenger Behaviours

Safety Campaign

/ Signage / PA

Please

hold

the

handrail

Hong Kong

Attracting their attention - Giant Signage

- Green Foot Printing

- Elderly Safety Campaigns

Bright Color

& Clean Handrail

Speed reduction &

robot trial


Enhancing Platform/Train Interface Safety

Reducing

Platform Gap

Minimising Train/Platform

Screen Door Gap

and Detecting Trapping

Bridging the

Gaps

Standardisation

Door chime

standardisation

Trial on different

types of gap fillers

Additional Platform

Emergency Plungers

Enhanced monitoring

at platform


Monitoring Critical Equipment Conditions

Temperature label

(daily check)

“HKIE Innovation Award 2012”

“MTR Risk Management Award 2012”

RFID Temperature Monitoring

(real time)

Thermal RF ID Tag

Trackside

Vibration

Monitoring trial

(FBG)


Building Better and consistent HMI

1

2

3 4 5 6 7

8 10 1

1 13

9 14 12

Different Trains

Different Cab HMI

Standardised HMI

- Grouping / Color / Logic

Human

Factors


Operating a Safety Critical Task

FAO ?

Environmental

System

Controller

Traffic

Controller

Independent

Verification

Passengers will evacuate

towards LOF. I will switch on

modes KOT 23,LOF 22…

Mode Table

Checked

OK !

Fully

Integrated

Decision Support

System

Press press Confirm

Button to operate

selected modes

Computer-aided

Decision Support

(standalone)

Prompting by Decision Support

System

Human

Factors


Strengthening Driving Behaviour &

Discipline

Finger pointing at the

signal and point status

and read aloud

“Fingering”

Voice record the read

aloud messages

Smart Shunting Pen

Human

Factors

On-train

Monitoring &

Recording

forward facing

CCTV (trial)


Manual Train Operations towards End of

Line / Depot

Speed Control by

signs and

procedures

Human

Factors

System Speed limit control

Warning signals / signs

System to limit speed to

25kph for restricted manual

/ cut-out mode

Highly visible

stopping markings

Active signs

5kph

Flashing 10kph speed

restriction sign for

manual trains


Promoting Hazard & Near Miss Reporting

Shop floor Hazard &

Near Miss Reporting

Reporting Hazard & Near-miss

Everybody, Every moment and

Everywhere

300

100

30

0


Global Learning and Sharing

1st MTR Hong Kong and subsidiaries safety peer

review held at Mainland China Beijing & Shenzhen

Hong Kong


Global Learning and Sharing Hong Kong

Shenzhen

Melbourne

Safety Education Animation

Video

Dumb Ways to Die Beijing

Safety Critical Item (SCI)

Safety inspection system


Thank you

Have a safe journey

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

Technology

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