Exceeding customer expectations drives the strategy behind our rail and property services. During 2006 a programmes of numerous initiatives, on-going and new, were implemented to again raise our already high standards for safety, reliability and customer comfort.

Stakeholder aspirations are key to our service delivery strategy. We prioritise customer health and safety through our 13 Customer Service Pledges and through such initiatives the retrofit of platform screen doors on all underground stations and the more recent application of NSTDC (Nano-Silver-Titanium Dioxide Coating) within the MTR system as a public health measure. In 2006, we maintained no passenger fatalities and delivered well below our safety targets for serious passenger injuries.

The "Service from the Heart" and "Year of the Customer" campaigns encourage one-to-one staff interface with passengers. Supported by in-house communication and training sessions, newly-appointed Service Ambassadors and a high-profile publicity campaign staff are better equipped to anticipate needs and actively engage with our customers. Our ongoing campaigns targeted at safety black spots continue to keep safety a service priority. Several promotions launched during the year endorse and reward patronage while raising awareness of our service standards.

Across our managed properties a series of small but focused environmental initiatives enhance efficiencies while positively influencing customer habits. In support of our initiatives, customer-awareness programmes were launched to teach and encourage recycling at source and energy efficiencies in our public spaces.