Tech and transparency for Hong Kong’s MTR Corporation, new chief Jacob Kam says
- The rail giant’s reputation has taken a battering over work scandals and a recent crash
- ‘We want to be open and transparent with the public,’ Jacob Kam says
Hong Kong’s rail operator is to roll out a series of technology-based measures to improve service as it tries to rebuild its reputation and restore public trust after a spate of scandals and controversy.
The MTR Corporation’s CEO Jacob Kam Chak-pui unveiled that aspiration on Monday as he formally met the media for the first time since taking the helm last month.
Kam, elevated from the position of managing director, pledged to be open and transparent with the public, and receptive to outside opinions on enhancing services.
He admitted the MTR Corp’s once-proud reputation had been tainted.
“In order to rebuild our corporate image, we need to work hard to proactively solve the problems. We want to be open and transparent with the public,” the 57-year-old said.
“We want to be clear in our explanation. We want to listen to the comments and opinions from the public and various stakeholders so we can continue to improve.”
In order to rebuild our corporate image, we need to work hard to proactively solve the problems. We want to be open and transparent with the public
Kam’s predecessor Lincoln Leong Kwok-kuen was forced to take early retirement following allegations of shoddy work last year on the HK$97.1 billion (US$12.3 billion) Sha Tin-Central rail link, Hong Kong’s most expensive rail project. The new boss, a 24-year veteran of the firm, said it would roll out a slew of measures to improve service and rebuild its image.
The plans included enhancing the MTR mobile app with more real-time travel information, alight reminders and other transport information, and extending the QR code-based payment service – now only at ticket gates from the Airport Express line – to all stations from the middle of next year.
The MTR Corp’s commercial director Jeny Yeung Mei-chun said the enhanced app would serve as a one-stop platform for collecting prize points at some of the MTR’s shopping malls.
“We also plan to replace the ticketing machines to allow payment via credit card,” she said.
Adi Lau Tin-Shing, the corporation’s operations director, said the firm would study upgrading facilities on three of its older lines, namely the Kwun Tong Line, the Tsuen Wan Line and the Island Line, by introducing things such as toilets, air-conditioning systems and escalators.
More questions for MTR Corp and contractors in lost-documents hearing
On the latest controversy of the missing inspection documents at another three locations of Hung Hom station, currently under investigation by a government-appointed commission of inquiry, Kam said the company was collecting supplementary information, such as site diaries, construction records and photos in hopes of filling in the gaps.
“This issue will have to be resolved,” he said.
