About This Report

This Sustainability report - the

first annual report to be produced - is
designed to:
:

Inform stakeholders about BMCLs

commitment to achieving its

mission and strategic objectives
Identify BMCLs achievements

to date in meeting some Key

Performance Indicators

Report on current initiatives under

each of BMCLs strategic objectives

Demonstrate long terms sustainability

Strategic Objectives

Customer Focussed

Safe

Reliable

Environmentally Friendly

Passengers, Shareholders and Staff

Satisfied

BMCL Vision

BMCLs vision is to be:

One of the Worlds Leading Metros

Sustainability Report 2007

with a High Quality of Service

We will demonstrate achievement of
our vision by independent benchmarking.
We support our vision through the
company motto:

Service Above All Else

Sustainability Framework

Towards a Sustainable Successful Future

ENVIRONMENT

A Sustainable Future
Requires the correct
balance between
Environment, Society
and Economy

SOCIETY

ECONOMY

2550



() - -

() 1 ..
2543
2
.. 2572
3 .. 2547

Managing Directors Statement

On behalf of Bangkok Metro
Public Company Limited - BMCL- I am
pleased to welcome you to our first
sustainability report. This report is
designed to give a concise overview
of BMCLs Vision to be one of the
Worlds Leading Metros, our performance to date and our commitment to
a sustainable future as an integral part
of the community of Bangkok.
BMCL was granted an exclusive
concession to operate and maintain
the Chaloem Ratchamongkhon Line
(the Blue Line) on 1 August 2000 by
the Mass Rapid Transit Authority of
Thailand until 2 July 2029. When our
operations commenced on 3 July 2004,
Thailands first underground metro
system was born.
BMCLs Vision to be one of the
Worlds Leading Metros with a High
Standard of Service is supported by
our company motto of Service Above
All Else. Achieving our Vision requires
objective independent assessment of

Sustainability Report 2007

COMET
NOVA UITP

OHSAS 18001: 1999
(
)

. 18001: 2542
ISO 9001: 2000

ISO 14001: 2004 .. 2551

2550

our performance in key areas such as

Safety, Service Delivery, Customer
Satisfaction, Environmental Protection
and Financial Performance. We plan to
invite an independent authority to
assess our performance in these key
areas against the standards achieved
by other metro systems around the
world, such as those represented by
the COMET and NOVA groups. As an
active member of the UITP, we are
already able to exchange examples of
best practice with other metro systems.
We already subject our performance to independent scrutiny through
our accreditation to international
standards such as OHSAS18001
(Occupational Health and Safety) and
ISO 9001 (Quality). We plan to meet
and be assessed for our compliance
with the ISO14000 Environmental
standard in 2007. Additionally we
employ an independent international
assessor to advise, review and certify
our Safety Management System.

Our performance to date is encouraging and our current Key Performance

Indicators in areas such as Safety
and Service Delivery are already
comparable with those of other metro
systems. However, for BMCL it is not
sufficient to work towards achieving our
Vision only in the short term. We aim
to demonstrate that our performance is
sustainable in the long term. Sustainable
development requires consideration of
environmental, societal and economic
factors. This report demonstrates how
we will achieve this.

.
( )

Dr.Sombat Kitjalaksana
Managing Director

Sustainability Report 2007


Customer First

BMCL staffs are customer focussed.

100
90
80
70
60
50
40
30
20
10
0

Staff

Safety Convenience Fast

Mid-year survey

Reliability Punctuality Cleanness

Year end survey

2549
In 2006 Customer Satisfaction improved in every area.
6

2550

2549

Customer care is at the heart

of BMCLs sustainable development
programme. Our customers form the
principal point of contact with the
wider community. Our staff are welltrained to meet the needs of all our
customers, young and old.
In the middle and end of 2006
our customers were asked their opinion
of BMCL in the key measurement
areas of Staff, Safety, Convenience,
Journey Time, Reliability, Punctuality and
Cleanliness. In all areas our customers
reported increased satisfaction at the
year end.
Our sustainable development
requires continuous improvement in all
of these areas. We achieve this by
attention to detail in all that we do, staff
training and development, review and
update of processes and procedures
to learn from our experience and that
of other modern metros worldwide.

Customer Oriented Initiatives

- Expanding the range of ticket
types to suit different customer
requirements
- Training for BMCL station staff in
customer focused methods
- Enhancing the retail areas at
stations

Sustainability Report 2007


Safety

BMCL staff receive many forms of safety training

1
Incidents per Million Passengers

Passenger Safety
0.16
0.14
0.12
0.1
0.08
0.06
0.04
0.02
0

Passenger Injuries
Target

Passenger Injuries
Actual

2549/2006

2549
Passenger safety was better than our 2006 target
8

2550

OHSAS 18001: 1999

. 18001 : 1999

2549 :

The safety of our customers,

staff, contractors and the general
public is key to our future. We operate
a safety management system and
employ specialist international advisors
to review, audit and certify our
activities. We are accredited to the
Occupational Health and Safety
Standard OHSAS18001.
Safety performance in 2006 was
good: we were better than our targets
for passenger safety and we seek
further improvements in the future.
To achieve this we conduct regular
training exercises with our staff,
contractors and third parties to practise
our response to unusual events so that
all parties can react appropriately. We
monitor near misses and investigate
incidents to understand how we can
make improvements.
As with all modern metros, the large
majority of safety incidents arise from
minor incidents such as trips and falls
at stations. Therefore we run safety
awareness campaigns to educate our
customers about how to use the metro
safely.

Sustainability Report 2007


- :

-

-

Safety Initiatives
- Station Safety Campaign: posters,
staff and leaflets promoting safety
- Visits to local schools to promote
safety awareness when traveling on
the metro
- Escalator safety campaign including
posters and PA announcements
- AFC Gate awareness program
- BMCL staff safety magazine produced
- Safety Awareness week including
staff and contractors
- Healthy staff campaign

Service Quality

BMCL
BMCL Trains are maintained to the highest standards in our well-equipped
depot.
10

2550

 2549
Service Performance 2006

5
Train Punctuality
(delay within 5 min)

2
Train Punctuality
(delay within 2 min)

Train Service Delivery

97.00

99.00

99.92
99.63

98.00
99.88
99.50
97.50

98.00

98.50

99.00

99.50

100.00

2549
2549

2006 Target
2006 Performance

Punctuality and Service Delivery Exceed Targets

Our Vision to be one of the Worlds

Leading Metros is measured in part
by our service quality as reported by
punctuality and service provision. Our
standards already compare favourably
with other leading metros.
Service quality requires the best
efforts of Operations and Engineering
staff working together to provide a safe,
reliable service in an environmentally
friendly and economic manner.
We routinely review what we and
our contractors do to ensure that a
process of continuous improvement
results in higher standards.

Sustainability Report 2007 11

-

/

Service Quality Initiatives

- Development of Computer Based
Training to Assist Staff to deal
quickly and effectively with abnormal
situations
- Scenario training to give staff handson experience of unusual situations
- Root Cause Investigations of Incidents
and subsequent change to equipment,
procedures and/or training
- Review of maintenance effectiveness
to ensure that the maintenance
regime is optimized
- Independent audit of operations and
maintenance processes to ensure
compliance with requirements

BMCL in the Community

Handicapped Children Experiencing the Metro

12

2550


Working with local authorities

10
1

We understand that BMCL has

a wider responsibility within the
community of Bangkok beyond our
immediate customers. We reach out
to the wider community in ways
such as giving disadvantaged groups,
the handicapped and the elderly the
chance to experience the MRT.
For example we donate 10 Baht
for every smart card that is returned to
us by users who no longer require them.
This money forms part of the fund that
BMCL uses to provide equipment for
groups such as local schools.

Sustainability Report 2007 13

It is vital that effective working

relations are formed with local authority
groups such as the emergency
services to ensure daily security and
effective emergency response. We work
closely with the relevant authorities to
promote the safety and security of our
customers, staff and the general public.

-

-

Working with the Community

- Making donations of sports equipment to local schools and other nonprofit making organizations
- Inviting local groups, including
the disadvantaged, to visit and
experience the MRT system
- Working with the local authorities
to enhance security on the metro
system and to be ready to cope
with natural disasters
- Setting up exhibitions along the
route and in the local communities

14

2550


Environment Friendly

BMCLs modern electric trains

(x 1000 units)

2548 2549
Cumulative Energy Consumption 2005 vs 2006
140,000
120,000
100,000
80,000
60,000
40,000
20,000
0
.. .. .. .. .. .. .. .. .. .. .. ..
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
2548
Cumulative energy consumption 2005

2549
Cumulative energy consumption 2006

Energy Saving Measures Reduced Energy Consumption

Sustainability Report 2007 15

Compared with other modes of

urban transport, metros are inherently
more environmentally friendly: noise,
air pollution and energy consumption
are all reduced compared to other
mechanised forms of transport. BMCLs
modern electric trains are particularly
energy efficient, producing energy when
braking that supplies the requirements
of other trains.

BMCL is committed to build on

these advantages by seeking measures
to reduce energy consumption as
much as possible, avoid emissions of
pollutants from the depot controlling
waste and recycling where possible.

2549

Measures to reduce energy

consumption introduced in 2006 resulted
in significant reduction in energy usage
with consequent environmental and
financial benefits.

16

2550


We are in the process of ensuring
that we will be compliant with internat ional good practice for environmental
management as typified by ISO14001.
ISO 14001: 2004

- ISO
14001: 2004
.. 2551
-

-

-

Environmental Initiatives
- Working towards accreditation in 2007
with the ISO14001 environmental
management standard
- Seeking measures to reduce energy
consumption of escalators when not
required
- Good housekeeping initiatives to
ensure that equipment is switched
off when not required
- Recycling materials where possible

Sustainability Report 2007 17

%
% Growth in Ridership

Weekday
185,000
179,145

179,145 179,563

175,000
165,000

0.23%

155,000 151,255
145,000

18.44%

135,000
2547 2548
2004 2005

18

2548 2549
2005 2006

2550

%
% Growth in Fare Revenue
()
Revenue (MB)
1,400
1,200
990
1,000
800
600
443
400
123%
200
0
2547 2548
2004 2005

1,229
990

24%

2548 2549
2005 2006

 90%

2549

Approximately 90% of BMCLs

income is derived from our fare
revenue, therefore ridership is an
important factor in BMCLs success.
Ridership and fare revenue are growing
and are expected to continue to do so,
particularly as expansion of the
Bangkok metro network will generate
additional journey possibilities that will
make use of the metro even more
attractive.
Additional revenues are generated
from advertisement services and from
retail space leasing in the public areas
of our stations.
In 2006 the company had a
successful IPO which has provided
funds for investment in the system.

Sustainability Report 2007 19