'From the heart' ĦE Over the last two years, in response to voiced public expectations, our customer engagement strategy took on renewed impetus. As a result, it has been a challenging yet productive journey in 2005. Notably, we have undertaken campaigns to solicit direct customer dialogue and feedback to our service performance. These include CEO led in-station coffee evenings across the system to meet and listen to passengers and a phone-in radio programme, a popular community medium in Hong Kong, to gauge the public 'temperature' for our services. Under the theme, "From the heart" we launched the in-station "Best Station Operator Award", set up opinion boxes and conducted passenger behaviour education activities to encourage the staff/customer interface. The underlying purpose of these campaigns, in addition to accessibility, is to engage and respond to customers more effectively, understand their perceptions of our performance and to assess our business risks at the retail end of our services.
Customers have benefited as well from our enterprising spirit under our rail network expansion programme. In partnership with international theme park operators we have introduced a new corporate business initiative through our tourist related projects, the Disneyland Resort Line and NP360 cable car (opening in mid-2006). Joint efforts include new design in train and station facilities and themed station amenities and staff services for the delight of customers. Since opening, the Disneyland Resort Line carries an average of 56% of all visitors to the Theme Park with a 7.9 out of 10 points rating in services fielded in customer surveys.
Customer health and safety ĦE Safety is stringently monitored and enforced at all points of the customer's interaction with our services. Within the framework of the IMS, annual targets under the directive of the Safety Committee are set out for all divisions. These targets are expressed in the corporate-wide Ten Safety Objectives with the additional 13 Customer Service Pledges specific to rail operations. In 2005, our safety record maintained a high standard with no passenger fatalities for the year in large part due to the near completion of the platform screen doors retrofit project. However, the total number of incidents per million passengers carried increased to 0.86 against 0.83 for the previous year.
To help gauge our performance against industry best practice, we participate in the annual CoMET survey which provides benchmarking opportunity for international standards in safety for rail operations. We have consistently ranked as one of the top three in safety performance amongst the participating metros worldwide.
Our property management department works under an industry and business case-specific set of integrated management systems, aligning to ISO 9001, ISO 14001 and the OHSAS 18001 international standards for safety. In addition to the Ten Safety Objectives, a set of services pledges covering security, cleaning and maintenance caters to the needs of our retail customers, commercial and residential tenants and our property management staff. Changes to these systems are anticipated with the establishment of the Corporate Safety Committee.
Safety extends beyond people to the environment of our rail operations, shopping malls and related customer services. Station indoor and rail car air quality, temperature and ventilation controls, escalator access, platform screen doors, convenient pedestrian walkways/interchanges and other features mindful of user needs provide for a comfortable, safe and healthy environment for our passengers, retail patrons and the broader community which use our facilities.
In 2005, Two IFC, a prestigious commercial complex, obtained the OHSAS 18001 accreditation which commits us to stringent international codes in health and safety for all users of the building.
