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Listening ‧ Responding

Under the Listening‧Responding programme launched in 2012, we set a clear objective to respond directly with improvements in those areas that passengers have said they would like to see us to do more. Looking back over the past two years, I am pleased to say we have achieved a lot. We are also very encouraged that passengers recognise and like what we have accomplished.

To make travel more convenient in peak and non-peak periods, we have added more than 1,300 train trips per week across the railway network. Even as we have put on more trains and carry more passengers, we continue to provide a safe, reliable and efficient service with a world-class on-time performance of 99.9%.

Another main focus has been to provide better access and more comfort and convenience to passengers through continuous enhancement of our station facilities. Since 2012, we have opened five new lifts and added more than 300 seats on platforms and along adits. A programme to install 52 more wide gates for passengers with special needs has also been completed.

I can also tell you that we remain firmly on course to deliver independent barrier-free access at 80 out of 83 existing full-time stations by 2016 and to add toilet facilities at busy interchange stations like Prince Edward and Mong Kok by 2015.

We continue to make good progress in delivering timely and relevant information to passengers as we introduced new mobile apps and added enhanced functions to existing apps. In the past year, we have also provided free Wi-Fi hotspots in all heavy rail stations to help our customers stay connected during their journeys.

The Listening· Responding programme is an important commitment to our passengers and I can assure you that our efforts will continue in 2014. We will provide new service and facility enhancements, deliver more improvements and further lift our customer service levels. We will continue to listen, we will continue to respond and we will work to anticipate our customers' future needs.