Under Pressure

The systems and management procedures that underpin our performance pledges have been put to the test during the year on a number of occasions. A number of train disruptions occurred during the second half of 2004 that affected passenger services. The response time and recovery procedures for such incidents are on average less than three minutes, demonstrating the effectiveness of built-in recovery systems, contingency planning and staff training that ensure rail service integrity and passenger safety.

In response to the public concern caused by these disruptions, the corporation set up a high-level task force to identify the causes of each incident and assess any pattern or interconnectedness. In a parallel mover, Lloyd’s Register Rail was engaged to conduct an independent review of the system and maintenance practices. The conclusions had led to improvement recommendations being implemented across rail operations.

The incidents, while non-threatening to passenger safety, tested the public’s tolerance of our service standards. Responding to such events demands proactive dialogue with stakeholders in an open and responsible manner. A successful series of timely public briefings involving the media, Government and the community at large was organized to assure our stakeholders as to the integrity of the system, the effectiveness of recovery plans and procedures, and the practicality of measures implemented to identify and eradicate the sources of these incidents.