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Commuters can expect more non-transport services as the MTR Corp embraces change, according to a source. Photo: Nora Tam

No more MTR blunders and setbacks? Hong Kong rail giant launches review in bid to restore image

  • Internal inquiry into how MTR Corp is run follows train derailment, project delays and anti-government protests
  • MTR must change, chairman says, as new strategy aims to harness technology and expand into non-transport services

Hong Kong’s embattled rail operator is reviewing the way it is run and makes decisions in a bid to reduce the scope for error and salvage its reputation following a series of project blunders and other high-profile setbacks, the Post has learned.

The MTR Corporation’s governance inquiry coincides with the launch of a new strategy to guide the rail giant’s development over the next decade, as its chairman told workers that changes were unavoidable.

In an email to all MTR staff on Thursday obtained by the Post, board chairman Rex Auyeung Pak-kuen revealed the “Transforming the Future” strategy was about boosting its core operations with innovation, technology and new capabilities.

“The need for MTR to change is clear. The world we operate in is not standing still and neither can we,” he said.

“What has been developed by the management team in MTR is rightly an ambitious strategy with stretching targets for the organisation. It will guide MTR’s future growth and direction over the next decade and beyond.”

MTR Corporation chairman Rex Auyeung. Photo: May Tse

An MTR spokeswoman said the new strategy was mapped out to guide the corporation’s future direction with a focus on social objectives.

“The company reinforces its mission of ‘Keep Cities Moving’ with a vision to grow and connect communities,” she said.

“With its roots in Hong Kong, the corporation will also put its social objectives as a centrepiece of this strategy, particular in three areas of social inclusion, environmental sustainability, as well as advancement and opportunity.”

She said the rail firm was drawing up plans under the new direction in a bid to face the challenges and grasp the opportunities ahead to grow with the communities, and to transform it to be “fit for the future”.

Hong Kong rail bosses ordered to probe signal glitches on stricken project

An MTR source said a newly formed dedicated unit was conducting an internal review to overhaul the firm’s corporate set-up, governance structure and decision-making processes for implementing the new strategy.

“The vision is to leverage new technology and new enhanced governance procedures to streamline the corporation. All these should result in higher efficiency and accuracy … reducing the opportunity for error,” the source said.

“The MTR Corp will embark on a journey of change after too many unpleasant incidents. Hopefully the change will win back its deserved reputation.”

The review comes as the rail giant has been hit by a plethora of setbacks, mishaps and scandals.

The first train crash in the city struck in March last year during non-service hours, followed by a derailment in September near Hung Hom station.


MTR train carrying passengers derails in Hong Kong

MTR train carrying passengers derails in Hong Kong

Rampant vandalism from hardcore elements of the anti-government protest movement dogged the operator last year, while in 2018 allegations of shoddy work surfaced   for the Sha Tin-Central link project, which has been stricken by repeated delays.

In the latest fiasco, an eleventh-hour decision was made two weeks ago to push back the introduction of a new signalling system for the East Rail line after the company discovered a software glitch during testing.

The move might cause further delays for the Sha Tin-Central project, the cost of which has soared to HK$90.7 billion (US$11.7 billion).

MTR racks up HK$334 million loss in worst performance since 2000 listing

Critics have referred to poor corporate culture and a lack of transparency among the company’s unresolved governance issues, despite an overhaul of top management last year.

The source said the new strategy would see technology play a much bigger role in helping rail staff perform their roles more efficiently and accurately.

“In the past, the MTR only planned for taking care of passengers from one station to another. But now it needs to think from home to destination, and how to add value to their journeys such as the inclusion of non-transport activities to our rail services,” the insider said.

MTR racks up HK$334 million loss in worst performance since 2000 listing

Observers generally hold a pessimistic view of the outlook for the rail giant this year amid the ravaging effects of the Covid-19 pandemic, which has brought a sharp fall in ridership and a months-long closure of the cross-border high-speed rail link.

The rail giant recorded net losses of HK$334 million (US$42.8 million) in the first six months of 2020, from a profit of HK$5.5 billion over the same period last year – its worst performance since going public two decades ago.

CEO Jacob Kam Chak-pui admitted earlier that the overall financial impact of the coronavirus was HK$5 billion on the company’s recurrent business, adding the outlook was also gloomy.


MTR stations vandalised and shut amid anti-government protests in Hong Kong

MTR stations vandalised and shut amid anti-government protests in Hong Kong

Henry Cheung Nin-sang, chairman of the Association of Hong Kong Railway Transport Professionals, said the revamp of the MTR governance structure was a step in the right direction.

“In response to several rail incidents such as the derailment in Hung Hom, the overhaul of its governance and decision-making processes with greater use of technology will help reduce the chances of mishaps and increase its efficiency,” he said.

He said providing value-added services was crucial for the rail firm to stay competitive and better serve passengers.

But Cheung said: “For whatever value-added services it offers to commuters, the MTR Corp should always consider its rail operation as a first priority.

“The same goes for its overseas expansion. It should ensure an efficient service locally before it expands its overseas investments.”

This article appeared in the South China Morning Post print edition as: MTR launches review in bid to salvage image