We re ready. Are you? - Cisco · We’re ready. Are you? Fuji Foo Solution Evangelist NEC Asia Pacific Kwek Hyen Chee Director, Business Analytics & Systems Development SMRT Buses

© 2015 Cisco and/or its affiliates. All rights reserved. 1

We’re ready.Are you?

Fuji Foo

Solution Evangelist

NEC Asia Pacific

Kwek Hyen Chee

Director, Business Analytics

& Systems Development

SMRT Buses Ltd

27 May 2016


Overview of SMRT Corporation


SMRT Corporation Ltd

SMRT Corporation Ltd (SMRT) is Singapore’s premiermulti-modal land transport provider, with corebusinesses in rail operations, maintenance andengineering; bus, taxi and automotive services; as wellas integrated businesses in transit retail, media, lifestylemarketing & e-commerce, and commercial properties.

We are committed to Service Excellence as we strivetowards our vision of “Moving People, Enhancing Lives”.

VISIONMoving People, Enhancing Lives

MISSIONTo be the PEOPLE’S CHOICE by delivering a

WORLD-CLASS transport service and lifestyle experience that is SAFE, RELIABLE and

CUSTOMER-CENTRIC


Structure of SMRT Corporation Ltd

SMRT has two main groups of businesses: Public Transport Operations (PTO), and non-PTO.

PUBLIC TRANSPORT OPERATIONS

Rail OperationsSMRT Trains and SMRT Light Rail provide MRT and LRT services.

Bus OperationsSMRT Buses provides public bus services

Transit-Oriented Retail & AdvertisingSMRT Trains and SMRT Light Rail provide MRT and LRT services.

NON-PUBLIC TRANSPORT OPERATIONS

Commercial BusinessTaxi Operations

Engineering Services Other Services


Overview of SMRT Buses

Bus Services

Operates 104 Revenue Services

•51 Trunk

•23 Feeder

•20 Premium & Express

•10 Night Rider & Special Services

Manages

• 3 Depots

• 2 Temp Parks

• 5 Interchanges

Commuters

Serves 368 Million bus Commuters Annually

More than 1 million Bus Commuters Daily

Staff Count

Employs 2,950 staff

Fleet Size

Currently operates

1,445 buses


Our Value Proposition

Customer as our Operational Focus(Build a Culture of Service

Excellence)

People as our Key Differentiator (Develop a Competent, Committed

and Professional Workforce)

Innovation as our Leading Edge(Leverage on Technology as a key

Enabler)

Competency and Commitment • Build on 40 years of Public Bus Transport Experience • Expertise and Knowledge of the operating environment• Safe, Reliable and Customer-Centric


International Bus Benchmarking Group

• Comprehensive programme of benchmarking urban bus operations.

• IBBG consortium is made up of 15 medium and large bus organisations located around the world from 14 cities.

• The group is jointly owned and driven by the members, with project management, administration, and research carried out by the Railway and Transport Strategy Centre (RTSC) at Imperial College London.

• Mr. Tan Kian Heong, Managing Director (Designate), SMRT Buses was nominated to be President of IBBG for the year 2015/2016

S/N Performance Areas Rank

1 Passenger km per Planning Capacity km 1

2 Vehicle Accident per Million Vehicle km 1

3 Vehicle Accident per Million Vehicle Hour 1

4 Total Cost per Total Vehicle km US$PPP 1

5 Total Vehicle Hours per Vehicle Maintenance Hour 1

6 % of Total Fleet Used in Peak Hours 2

7 Operating Cost per Total Vehicle km US$PPP 2

8 Operating Cost per Total Vehicle Hour US$PPP 2

9 Diesel Fuel Efficiency 2

SMRT Buses is Ranked Top by IBBG

in Key Performance Indicators for Operations Efficiency and Safety


SMRT NEC Ops-Tech Collaboration






Personalising Learning Journey with Internet of Things


Professional Learning & Training Management System

Individual Data- Demographics- Telematics Drivers’ Profiling- Complaints/ Compliments- Traffic Offences- Staff Absenteeism- Eco-Driving / Fuel EfficiencySystem Data- Accident Investigations- Operational Performance Reports - Social Media Analysis- Customer Satisfaction Report- Organisation Climate Surveys

Distill &Sense Make through Data Analytics

- Improve Operational Performance Results Improve Safety Records

- Develop Skills and Competencies

- Improve Fuel Efficiency - Reduce Absenteeism- Reduce Complaints- Increase Compliments

- Improve Productivity

- Improve Operational Performance

- Improve Customer Satisfactions and Service Standards

Volume, Variety Velocity, Veracity Value Outcome




Systems Approach

Team • Service and EWT performance

Individual• Dynamic monitoring of Bus Captains safe driving proficiency

Full capabilities in training pedagogy and curriculum design accredited by WDA supported by continuous skills development and learning management for the following bus careers

Telematics System

Service Control Management System (SCMS)

Bus Captain Management System (BCMS)

Simulation Training

Vocational Training

Operations Capabilities Analytics Systems Training Capabilities

Individual•Customized and Evidence Based Training Team-Based•Networked scenarios for BSRF integrated training for both BC and Svc Controller

Continuous Learning and Development

Professional Learning & Training

Management System

Individual• Big Data Analysis of Bus Captain driving performance and identification of training needs

Evidence BasedCustomized to

Individual NeedsProactive Approach

Scenario Based Team Based



Training Philosophy




Individual

• Dynamic monitoring of

Bus Captains safe driving

proficiency

Telematics System

Bus Captain

Management System (BCMS)

Performance Monitoring & Analysis

Individual

• Big Data Analysis of Bus Captain driving

performance and identification of training needs

Expert System

Proactive Approach to Skills Training

and Competency Development

• Bus Captain Profiling Using Big Data Analysis

• Customized Training based on Individual Needs



Systems Approach




Intervention Through Predictive Training / Action

Individual• Defensive Driving Theory• Defensive Driving Practical

iDSCSimulation Training

SINGAPORE BTEC

Practical Driving & Training

Vocational Training School

Mastery of Skills

Individual• Customized and Evidence

Based Training Team-Based• Networked scenarios for

BSRF integrated training for both BC and Svc Controller

• Risk Indexing• Proactive schedule of risky drivers for training to reduce

future accidents

• Identify risky drivers from the highest probability of accidents

High Risk

Low Risk

Proactive Training

• Find out correlation between numerous driver’s attributes and accident

• Estimate the risk of causing bus accidents or on board incidents

Expert System


Enhancing Commuter Experience with Internet of Things

© 2015 Cisco and/or its affiliates. All rights reserved.

Big Data + Artificial Intelligence


Commuter Centricity

• 4th Generation Interactive Panel

equipped with video call function for

customer service and assistance

High Tech features and innovative solutions deployed at Woodlands Temporary Bus Interchange to

enhance customer experience and improve operational performance

• Buggy Service for elderly and

commuters who need mobility

assistance

• Commuter can request for buggy

service through interactive panel

• CCTVs placed at queue berths to

monitor crowd numbers

• Crowd analytics allows us to manage

the queue at the interchange to reduce

passenger waiting time at the

interchange• Commuter and Community

Centric platform in 4 languages

• Friendly to wheelchair users


Commuter Centricity

SMART Technologies employed to strengthen workforce health and improve working environment

• Display Panels showing available alighting bays and number of available

parking lot in each zone

o Boost safety as it reduces the likelihood of 2 drivers heading for the

same alighting berth

o Reduce time spent by BC to look for available parking lot

• Sensors installed at each alighting bay and parking lot

• Collates data and transmit the availability of the bay to the display panels

Bus Alighting Bay System Parking Lot System

Phase 1 Phase 2

• Bus Fleet Identification provides an

automatic, seamless and integrated way of

asset tracking

• Bus Captain Identification uses biometrics to

capture bus captain attendance and actual

bus departure timing

• Crowd Analytics provides a consolidated

view of operation solution with granular

information

Sensors installed


Smart Interchange - Living LabReal-Time Information Panels

Provide necessary and timely information to commuters through interactive panels with

real time bus and other information and interactive 3D Wayfinding.

Software-Defined Networking (SDN) Solves existing network problems to enable

highly complex social systems and increasingly intricate systems built with ICT) to be constructed more simply and flexibly.

Automatic Bus License Plate, Gender, Age & Crowd Level DetectionProvide real-time bus asset tracking, age, gender and crowd level detection for operation efficiency and security purposes via video analytics.

Solar-battery AmenitiesProvide alternative energy source, obtained through solar panel and stored battery.

Smart Bus Unloading Guidance SystemProvide real-time smart guidance to bus drivers for the ease of knowing which unloading bay is available and expedite the commuters alighting process.

Smart Energy Monitoring and Calibration Provide energy monitoring and with the

capability of auto-calibration adjustment to amenities such as fans, lights. By leveraging

on the temperature, humility and light sensor.

Smart Bus Parking Guidance SystemProvide real-time parking guidance to allow bus drivers to know which parking zone is available and expedite the parking process.

Virtual Assistance @ Interactive Kiosk Provide commuters to seek for assistance and

charge their devices when in need.

Unified Comms For Commuters AssistanceProvide unified communications to further support the operations process of providing commuters assistance.

Bus Captain Identification Provide a seamless way of logging

identification, attendance and authorization authentication.

Thank you.

Documents

We re ready. Are you? - Cisco · We’re ready. Are you? Fuji Foo Solution Evangelist NEC Asia Pacific Kwek Hyen Chee Director, Business Analytics & Systems Development SMRT Buses