Traditionally a less developed part of the municipality, Longhua New District is fast becoming popular as a residential area due to rising costs of living in the Central Business District (CBD) and good connectivity with the city using the Shenzhen metro network. Line 4 is primarily a commuter service for white collar workers moving in and out of Shenzhen’s CBD at rush hours. As a consequence of this, our management challenges are mostly associated with the weekday patronage profile, which has significant implications for the safety and comfort of passengers.
Conversion from Four to Six Car Trains
We made a decision at the end of 2012 to increase the length of trains running on Line 4 from four to six cars in order to ease congestion during rush hours. Following a year of preparation to implement this project, MTRSZ began the process of introducing six-car train services in early 2014. For several months, a mix of four- and six-car trains were in service but by the end of January 2015 the project had been declared a technical and customer service success with all trains having been converted safely, ahead of schedule and with minimal disruption to passengers.
In 2014, MTRSZ continued to deliver its train services to a very high standard, achieving 99.99 per cent of passenger journeys on time, 99.86 per cent train punctuality and 99.95 per cent train service delivery.
Operational Performance for MTRSZ
|Passenger journeys on time||100%
|Train reliability||15,852,883 revenue car-km/incident
|Train service delivery||100%
Investing in Our Stations
MTRSZ is responsible for the maintenance and upkeep of stations along Line 4 and works together with other operators of the Shenzhen metro network to ensure smooth management of Line 4 platforms in interconnecting stations. During 2014, MTRSZ continued to invest in sustaining a high standard of general appearance and good facilities in all its stations, including public toilets.
Safety Performance for MTRSZ
Passenger and Public - Fatality
Staff - Fatality
Contractor - Fatality
Passenger and public - No. of injuries per million passenger journey
Staff - Lost time injuries per 100,000 man-hour
Contractor - Lost time injuries per 100,000 man-hour
Engaging with Passengers on Safety
MTRSZ has developed a tailored programme of engagement with customers to promote safe and comfortable journeys. For example, we work with schools located in the vicinity of our stations to encourage children to become ambassadors for safe and considerate behaviour, such as holding the handrail on escalators, queuing appropriately on platforms and refraining from sitting on the floor of trains. In our experience, children are receptive to these messages and are often enthusiastic to influence the behaviour of parents and other adults.
A significant proportion of our passengers are inexperienced in the use of escalators. This is particularly the case for those who have newly arrived or are visiting the city from rural areas. Safety Ambassadors have been trained to provide assistance to passengers in need, and particularly to guide them to use the lifts when travelling with bulky luggage. We also have a special programme of engagement with large factories located in the vicinity of our stations to provide assistance for crowd control at peak times, such as around Chinese New Year when many migrant workers travel home to be with their families.
Good quality training and career development opportunities for our staff are key components of our strategy to recruit and retain talent in Shenzhen’s competitive market for skilled labour. In 2014, MTRSZ developed a new partnership with a Shenzhen-based training institute to provide internship opportunities for young people. We hope that in addition to helping us develop a pool of talented young people for recruitment into our business, this initiative will also provide valuable learning opportunities for young members of our community.
Social Performance for MTRSZ
Voluntary Staff Turnover (%)
Training Days per Employee
As the operator of a single line in the Shenzhen metro network, MTRSZ has minimal direct impacts on the environment. In 2014, electricity consumption increased by 14 per cent on account of higher passenger numbers and greater energy demand from longer six-car trains. Over the past three years, water consumption has been reduced by 21 per cent as a result of effective water conservation measures.
Environmental Impacts from MTRSZ
Greenhouse Gas Emissions (Tonnes CO2e)
Total Water Consumption (m3)
MTRSZ developed a community plan in 2014 to underscore that we are operating a community railway. The plan focuses on youth development, community outreach and public art.