1. About This Report (G4-30) (G4-32) (G4-24) (G4-26). Office of the President, Management Group (G4-31) Bangkok Metro Public Company Limited (G4-3)

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1 SUSTAINABILITY REPORT 2013

2 1. About This Report This 8 th Year Sustainability Report of Bangkok Metro Public Company Limited (BMCL) shows our performance in 2013 (G4-30) in compliance with the Global Reporting Initiative (GRI) Sustainability Reporting Framework through the economic, environmental and social indicators, namely, personnel training and decent work, human rights, society, and product responsibility (G4-32). Such results of operations reflect how BMCL treats all stakeholders, i.e., staff, shareholders, customers, counterparties/suppliers, creditors, competitors, society/communities and environment, regulatory bodies, partners, and mass media (G4-24), who are instrumental in supporting BMCL's business to achieve sustainable growth and to pave the way for continued improvement and development of its operations (G4-26). This Sustainability Report 2013 outlines the performance and developments during the year 2013 and our operating plan for the future in line with the sustainable development plan from management s perspective and business prospects in the future. In 2013, BMCL received several significant awards from local institutions, and most notably, BMCL had the greatest pride that we were awarded the concession for the MRT Purple Line Project, Bang Yai - Rat Burana, Bang Yai - Bang Sue Section, Contract 4: Concession for Supply of M&E Systems and O&M Services (Khlong Bang Phai Station - Tao Poon Station), and signed the Concession Agreement with the Mass Rapid Transit Authority of Thailand on 4 September The confidence and trust which BMCL has received become a driving force towards our commitment to continued development in order to be the best mass rapid transit operator in Thailand. The Sustainability Report 2013 is available at For more information, please contact: Office of the President, Management Group (G4-31) Bangkok Metro Public Company Limited (G4-3) 189 Rama IX Road, Huai Khwang Subdistrict, Huai Khwang District, Bangkok (G4-5) Tel. : ext Fax : ext Customer Relations Center : crc@bangkokmetro.co.th

3 2. Message from the President (G4-1) 2013 marks the year of pride for BMCL to form an integral part of Bangkok residents lifestyle by taking our passengers to their destinations with safety, convenience, rapidity, punctuality, and reliability which meet international standards. On 3 July 2013, we celebrated our 9 th anniversary of services to more than 628 million passengers, which accounted for more than 1.28 million trips. With the strategic policies in line with the principles of the balanced business operations which focus on building and maintaining the balance among economy, society, and environment, along with improvement and development to ensure the maximum efficiency in our operations and services based on the sustainable development guidelines, with the aim of becoming the best mass rapid transit operator in the eyes of all stakeholders, BMCL then makes continued progress as evidenced by the increasing number of passengers and the gradually improved results of operations. Through our experience, expertise, and commitment to being one of the world s leading mass rapid transit operators, in 2013, BMCL was awarded by the government sector the concession for supply of M&E Systems and O&M Services for the MRT Purple Line Project (Khlong Bang Phai Station - Tao Poon Station) for a period of 30 years, which confirms our competency and readiness. BMCL was also entrusted by shareholders in our capital increase of Baht 8,550 million from the registered capital of Baht 11,950 million to Baht 20,500 million, which has strengthened our capability and financial position. Furthermore, BMCL received Outstanding Corporate Social Responsibility Award, CSR Recognition Award, and Best CSR Award, from the Stock Exchange of Thailand, which signified the recognition of BMCL s corporate social responsibility and commitment to integration of CSR in process. BMCL takes great pride in our successful operations in compliance with the sustainable development guidelines. To affirm our will and determination to operate business in the interests of all stakeholders, including society and the environment, BMCL is committed to maintaining the best standard and quality of the MRT service along with the development of our capacity to accommodate new mass rapid transit projects in order to improve the quality of life for communities and society, and move forward steadily and sustainably. Mr. Chaiwat Utaiwan President

4 3. About BMCL 3.1 BMCL Overview BMCL was awarded the concession for the M.R.T. Chaloem Ratchamongkhon Line Project (MRT Blue Line) by the Mass Rapid Transit Authority of Thailand (MRTA), to have the exclusive right to provide train service and to collect fare box revenue as well as to carry out commercial development for a period of 25 years, from 2 July 2004, the date on which the MRTA issued the Notice of No Objection to commencement of revenue service. (G4-EC4) In addition, BMCL is obliged to make payment of remuneration to the MRTA from the revenues generated from fares and commercial development at the rates as mentioned in the Concession Agreement. (G4-EC1) The MRT Blue Line has a distance of 20 kilometers, with 18 stations. Its structure is an underground metro throughout the route, with 12 park & ride areas and facilities. It connects at interchanges with other significant mass rapid transit systems: the Elevated Train in Commemoration of His Majesty the King s 6 th Cycle Birthday (BTS Skytrain) at Si Lom Station, Sukhumvit Station and Chatuchak Park Station; the Suvarnabhumi Airport Rail Link and City Air Terminal (Airport Rail Link) at Phetchaburi Station; and the railway stations of the State Railway of Thailand (SRT) at Hua Lamphong Station, Phetchaburi Station and Bang Sue Station. The Project is also connected with a total of 121 public bus routes, and two major properties, i.e., the underground connection with Chamchuri Square at Sam Yan Station, and the underground connection with CentralPlaza Grand Rama 9 at Phra Ram 9 Station. (G4-4) In 2013, BMCL was entrusted by the MRTA with respect to the concession for the MRT Purple Line Project, Bang Yai - Rat Burana, Bang Yai - Bang Sue Section (MRT Purple Line), Contract 4, Concession for Supply of M&E Systems and O&M Services to the MRT Purple Line Project (Khlong Bang Phai Station - Tao Poon Station), and signed the Concession Agreement on 4 September 2013, for a concession period of 30 years from the date of execution of the Agreement. The MRT Purple Line is operated on a PPP Gross Cost basis, whereby the government sector shall invest in all Civil Works and BMCL shall invest in the Railway Systems and rolling stock, including Operation and Maintenance Services under the service standard specified in the conditions of the Agreement. In this regard, the government shall collect fare revenue and commercial revenue from utilization of all Civil Infrastructure and the M&E Systems and shall repay BMCL in the form of O&M Services Fee. BMCL shall ensure the Operation Service within 1,200 days from the date of execution of the Agreement with the MRTA, unless

5 extended by the MRTA. It is expected that BMCL will be able to start the Operation Service in late (G4-EC1, G4-EC4) The MRT Purple Line has a distance of 22 kilometers from Tao Poon Station - Khlong Bang Phai Station, 16 stations. Its structure is entirely elevated throughout the route, with four park & ride areas and facilities, and connects with the MRT Blue Line at Bang Sue Station. (G4-4) Overview of BMCL s Business Operations in 2013 The number of passengers and total revenue of the MRT Blue Line increased from the previous year, as a result of positive effects from various external factors, such as, seasons, campaigns surrounding the MRT route, social and political factors. In 2013, the total number of the MRT Blue Line passengers was 86,435,968 trip-persons, which increased by 7.24% from the previous year. The average daily number of passengers was 236,811 trip-persons, an increase of 7.53%; with an average of 272,009 trip-persons on weekdays, an increase of 7.59% from the previous year; and an average of 166,704 trippersons on holidays, an increase of 6.99% from the previous year. The revenues which account for the financial performance can be categorized into three sources, namely, fare box revenue, commercial development revenue, and other income. In 2013, BMCL s total revenue increased by 8.77% (G4-9, G4- EC1), which indicates the overview of the continuing growth of BMCL s business operations. 1. Fare box revenue amounted to Baht 2, million, which grew by 6.42%, mainly due to the increased number of passengers, and the average fare per trip which increased from Baht in 2012 to Baht in Commercial development revenue * amounted to Baht million, which grew by 38.24%, due to the increased sales continuing from 2012 and additional revenue in other forms, e.g., opening of 3G mobile service, supply of additional My Pay automatic machines, and opening of retail space in Phra Ram 9 Station under the name Metro Nine, including the first foreign currency exchange booth of Siam Commercial Bank in the MRT system at Phra Ram 9 Station. 3. Other income amounted to Baht 7.60 million, which decreased by 11.10% as compared to that of These factors accounted for BMCL s positive earnings before interest, tax, depreciation and amortization (EBITDA > 767). BMCL s operating costs and expenses of the MRT Blue Line, divided into the costs of fare box, commercial development and other expenses, amounted to Baht 1, million, a decrease of % * Commercial development revenue is solely derived by Bangkok Metro Public Company Limited.

6 from the previous year. By comparison, the overall cost per kilometer was Baht /kilometer, which increased by 12.46% from the previous year. The major factor behind such increase was its investment for service efficiency improvement. The percentage of total investment to total depreciation was %. (G4-EC1) Average Ridership for Year 2013 เท ยวต อว น / Ridership per day 300, , , , ,000 50, , , , , , , , , , , , , , , ,704 ว นท างาน/Weekday ว นหย ด/Holiday ว นรวม/All Day ป Year Total Revenue Categorized by Source for Year ล านบาท/Million Baht 7.60 ล านบาท/Million Baht รายได ค าโดยสาร Fare Box Revenue 2, ล านบาท/Million Baht รายได จากการพ ฒนาเช งพาณ ชย Commercial Development Revenue รายได อ น Other Income

7 3.2 Business Opportunities BMCL s channel for its business expansion in 2013 was to open a new business perspective with a plan to increase the fare box revenue from trips during off-peak hours on both weekdays and holidays, during which the MRT system s capacity is still sufficient to accommodate more passengers, through marketing campaigns with alliances surrounding the route and privilege recipients, e.g., special privileges for passengers using the service during such period, as well as creation of recognition and promotion for journeys during such period by communicating to the public on passengers benefits from using the MRT, e.g., punctuality, cost saving, environment preservation and energy saving. BMCL has promoted and stimulated journeys using tickets by offering tickets in various new designs. This is to increase its revenue and change the commuting behavior of passengers from using tokens to tickets, which would reduce workloads and enhance the efficiency of staff s service, as well as facilitating passengers traveling. In addition, BMCL, together with Bangkok Metro Networks Limited, has studied and developed the retail shop floor style in line with passengers behaviors and demand on shops in the MRT stations in order to design the shop style in the MRT system. In November 2013, another retail space was opened in Phra Ram 9 Station under the name Metro Nine, with various shops in the meeting point style, and sales of daily essential products and services for passengers during their journeys, such as, coffee shops, convenience stores, bakeries, etc. In Metro Nine, an M Shop was opened to offer products and provide marketing information of the MRT Blue Line to ensure passengers convenient access to the MRT services and promotions. BMCL has been improving and developing the quality of its service in all respects, which demonstrates its commitment to being one of the world leading mass rapid transit operators with high quality of service. It recognizes and focuses on the social and environmental responsibility in its business operations, bearing in mind the interests of all stakeholders. As a result, according to a survey in 2013, 99.90% of the MRT passengers were satisfied with the overall MRT service quality (the target of 94%). Passengers were satisfied the most with Customer Relations Staff, followed by Station Officers, safety, rapidity, reliability and punctuality, comfort, convenience and news information, respectively (G4-PR5), which ensure BMCL s standard quality of service and enable BMCL to securely retain its customer base for its promising business growth. Other significant factors in support of BMCL s growth include the recognition and changes in passengers commuting behavior from using other transport systems to the MRT, the growth of the real estate projects surrounding the routes as well as the development of the mass rapid transit railway network in Bangkok and its vicinity in accordance with the clearer and more concrete

8 implementation plans for new lines and extensions. These factors are expected to result in a continuous increase in the number of passengers in the MRT system and thus in promising growth. The continuing growth of the real estate projects surrounding the routes, e.g., residences, department stores, office buildings, etc., remains a positive trend for the MRT system. In 2013, there were as many as 26 real estate projects launched, and several projects are currently under construction and expected to be completed in the next 1-2 years. All of these potential projects would certainly result in BMCL s increased number of passengers in the future, for example, Suan Lum Night Bazaar Ratchada, The 9 th Tower Project, office building of AIA Thailand Company Limited, The Stock Exchange of Thailand Building, etc. These projects are situated on Ratchadaphisek Road from Ratchadaphisek Station to Phra Ram 9 Station. (G4-2, G4-EC8) The development of the mass rapid transit system network under the Mass Rapid Transit Master Plan in Bangkok Metropolitan Region has become clearer and more concrete, with progress in 2013 as follows: On 12 January 2013, Pho Nimit Station of the BTS Silom Line Extension Project was opened for trial run; and on 14 February 2013, Talat Phlu Station of the BTS Silom Line Extension Project was opened for trial run. After the opening of the two BTS stations for service, the daily average number of passengers was 20,000 trip-persons/day. (Source: BMA) On 3 September 2013, the Council of Ministers granted a concession for the MRT Purple Line Project, Bang Yai - Rat Burana, Bang Yai - Bang Sue Section (the MRT Purple Line), Contract 4, Concession for Supply of M&E Systems and O&M Services (Khlong Bang Phai Station - Tao Poon Station) to BMCL on a PPP Gross Cost basis. The Agreement was executed with the MRTA on 4 September 2013, for a concession period of 30 years from the date of execution of the Agreement. On 5 December January 2014, Wutthakat Station - Bang Wa Station of the BTS Silom Line Extension Project were opened for free trial run for one month; and after that, the fare at a flat rate of Baht 10 throughout the route will be collected. Following the opening for service of the BTS Silom Line Extension Project, Wutthakat Station - Bang Wa Station, it is expected that there will be passengers using the service up to 70,000 trip-persons/day. The foregoing projects, once opened for regular service, are expected to substantially increase the number of passengers in the MRT system. For more information, please refer to BMCL s Annual Report. Seasonal factor which certainly influences changes in commuting behavior of Bangkok residents is the rainy season. The rainy season last year was long, with substantial volume of rainfall, particularly in

9 the morning when people are leaving homes for their daily activities and in the evening when they are returning to their residences, during which the road traffic was congested, and a heavy rainfall will result in a traffic crisis, whereby the traveling time will double. Therefore, certain people have changed their commuting behavior from traveling by personal car or other public transports to the MRT service for convenience and travel planning. In addition, a political factor also accounts for the increased number of the MRT passengers. Since November 2013, several areas of Bangkok were turned into rally sites of protest against the government. On the big rally dates, the number of passengers evidently increased in Chatuchak Park Station, Sukhumvit Station and Si Lom Station, etc. Given the continuing expansion of the MRT Blue Line and preparations for the opening of the MRT Purple Line in the near future, BMCL has set a long-term strategic plan to accommodate the expansion of its organization in all respects, e.g., personnel, equipment and technology, and work processes, as well as financing sources, with the aim of enhancing BMCL s potential in providing a top-notch MRT service, in order to improve Bangkok residents' quality of life, promote Bangkok s economic development, minimize the traffic and environmental problems caused by other transport systems, and improve its capacity as the MRT operator for an opportunity to be the operator of all MRT routes according to the railway network plan of the Office of Transport and Traffic Policy and Planning (OTP), Ministry of Transport.

10 4. Corporate Governance BMCL has recognized the significance of good corporate governance in its management by ensuring ongoing compliance with the good corporate governance policy and guidelines pursuant to the requirements of the Stock Exchange of Thailand. It has taken into account the significance of and responsibilities toward the relevant stakeholders in the interest of transparency in management, responsibilities of the Board of Directors and Management Team, and increasing the confidence of shareholders, investors and all related parties. In 2013, BMCL increased its registered capital and its issued and paid-up shares from Baht 11,950 million to Baht 20,500 million, with the MRTA holding shares in BMCL as at 31 December 2013 representing 14.57% of its paid-up capital (G4-EC4). Further details of BMCL s good corporate governance are described in the Annual Report. In addition, BMCL realizes the necessity in the organization development to become one of the world leading mass rapid transit operators with sustainability, by continuously adhering to the creation and maintenance of the balance among economy, society and environment in its corporate governance. BMCL continues to implement the corporate risk management policy under the supervision of the Risk Management Committee (G4-EC2). In 2013, BMCL adopted a plan to monitor its internal processes to ensure transparency in personnel s operation, efficient performance, mitigation of errors in work performance, and compliance with the laws, comprising 12 processes, divided into three processes per quarter. BMCL will use the outcome from such processes to further determine a guideline for improvement and development of the work processes. BMCL has set out codes of conduct and business ethics with which all staff members must comply. All new staff members will be given an orientation to the said codes and all staff members will be given the codes of conduct and business ethics handbook for reference. BMCL requires all purchases and engagements to be transparent, by assessing suppliers, service providers and contractors under the specified criteria in all procedures, with fairness to both BMCL and contractual parties. The procurement of products and services shall be eco-friendly (Green Procurement). Suppliers/service providers are required to conform to international standard environmental management system, e.g., ISO (G4-EN32). In addition, BMCL also promotes and supports the domestic economy by using products and services which are locally produced and available in Thailand. In 2013, BMCL procured 100% of products and services from local suppliers/service providers. (G4-EC9) Through our commitment, dedication and the concerted efforts of all divisions, starting from the Board of Directors, Management Team and all staff, in 2013, BMCL has received achievement awards in respect of good corporate governance and work safety from various organizations and agencies as follows:

11 CG Scoring 2013 VERY GOOD Rating Due to the operations which significantly take into account all stakeholders according to the business ethics and good corporate governance principles, in 2013, BMCL was rated Very Good in the Corporate Governance Scoring. The current scoring criteria are based on the good corporate governance principles of the Organization for Economic Cooperation and Development (OECD Principles of Corporate Governance), comprising 5 main categories, i.e., Rights of Shareholders, Equitable Treatment of Shareholders, Roles of Stakeholders, Disclosure and Transparency, and Board Responsibilities. The 2013 Corporate Governance Scoring was organized by the Thai Institute of Directors Association (IOD). BMCL was rated Very Good in the 2013 Corporate Governance Scoring. AGM Assessment: EXCELLENT Rating In 2013, BMCL was rated Excellent in the assessment of the Annual Ordinary General Meeting of Shareholders (AGM) for the seventh year in a row by the Office of the Securities and Exchange Commission in association with the Thai Investors Association and the Thai Institute of Directors Association. This award is given to listed companies with quality annual ordinary general meetings so as to encourage listed companies to realize the significance of the shareholders meetings and take into account the equal rights of all groups of shareholders. National Outstanding Award 2013 for Occupational Safety, Health and Environment BMCL gives priority to occupational safety, health and environment of its staff and contractors, through its compliance with the ministerial regulations on standard management for occupational safety, health and environment. As a result, in 2013, BMCL received the National Outstanding Award 2013 for Occupational Safety, Health and Environment from the Department of Labor Protection and Welfare, Ministry of Labor. The award was an upgrade from the provincial level in 2012 to the national level in 2013, as a result of BMCL s continued improvement and development of occupational safety, health and environment.

12 SET Award 2013 BMCL was granted the CSRI Recognition Awards, organized by the Corporate Social Responsibility Institute, signifying the recognition of and commitment to the corporate social responsibility of listed companies, as well as encouraging all executives and staff who realized the significance and cooperated into practice until achievement, on 11 November BMCL was also granted the SET Awards 2013 in respect of the Best Corporate Social Responsibility Awards (CSR Awards) and Outstanding Corporate Social Responsibility Award for listed companies with market capitalization of Baht 2,000-10,000 million, organized by the Stock Exchange of Thailand and Money & Banking Magazine, at Aksra Theatre, King Power, on 20 November 2013.

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14 5. Continuing Development BMCL is determined to continue developing its capabilities to ensure the universality of the mass rapid transit service comparable to other countries as the long time leading mass rapid transit operators. To this end, BMCL has become a member of international organizations to enable it to acquire and exchange best practices from other international mass rapid transit operators and adopt such practices for its improvement and development. In 2013, BMCL continued to maintain its memberships in three international public transport organizations as follows: the International Association of Public Transport (UITP), American Public Transportation Association (APTA), and NOVA Group of Metros. In addition, BMCL continued from the previous year to maintain its membership in the Sustainable Development Charter as a Full Charter Signatory of the UITP (the third round for the Charter). Members of the Charter share a common commitment to adopt a policy that corresponds to the principles of wellbalanced business operations in terms of economic, social and environmental growth, including the dissemination of sustainable development performance (G4-16) within the International Sustainability Reporting Guidelines (G4-32) of Global Reporting Initiative (GRI). BMCL has also adopted various international standards, such as, Quality Management System: ISO 9001, Occupational Health and Safety Management System: OHSAS 18001, and Environmental Management System: ISO 14001, in its operations. At present, BMCL has maintained the certifications of ISO 9001 and OHSAS/TIS 18001, which reflect sustainable development in social and economic dimensions by minimizing indirect costs arising from accidents, and ISO 14001, which reflects sustainable development in environmental dimension. In addition, BMCL continues to develop its organization towards excellence based on the criteria of Thailand Quality Award (TQA), by revising and improving its internal process according to all OFI issues. BMCL is developing an electronic report on its corporate performance as part of the Business Information Center (BIC) project to continuously serve as center of the Executive Information System (EIS) in support of the Management s decision making and the performance at the operational level. In 2013, the timeframe for operation under these project plans has been extended in line with the organization s policy. BMCL is committed to build the BIC for all work units to use such performance data, information and knowledge in the BIC as guidelines for setting strategies, planning, evaluation and troubleshooting eficiently and consistently.

15 6. Customer Treatment 1. Customer Care To be one of the world leading mass rapid transit operators with high quality of service is the vision in the business operations of BMCL with a commitment to development of the services to be comparable with the world s leading mass rapid transit systems, by way of improvement of the quality of services to our customers satisfaction. Therefore, BMCL pays attention to customer care in all respects, together with regular improvement and development of the quality of services according to the results of the annual survey on satisfaction/needs and expectations of passengers towards the MRT service quality; the results of inspection and monitoring of the internal processes; the results of inspection and monitoring by external agencies, etc., in order for customers as our major stakeholders to derive satisfaction from the use of the MRT service, which will leave a lasting impression on customers to choose us, the MRT service, as their traveling companion for good. BMCL always provides the MRT service in accordance with set standards. In 2013, BMCL continued to implement the service quality improvement campaigns since 2012, namely, installation of more ventilation fans and seats on platform level in MRT stations, which was expected to complete by Moreover, BMCL will initiate a new program in 2014, namely, improvement of security system in MRT stations and manpower reinforcement in order to accommodate an increasing volume of passengers during rush hours in three MRT stations, i.e., Huai Khwang Station, Thailand Cultural Centre Station and Phra Ram 9 Station, to facilitate more rapid and safe journeys during rush hours for passengers during January - March 2014.

16 2. Customer Services BMCL s mission to provide safe, convenient, fast, reliable and punctual MRT service has been continuously applied to our operating plans. The operating results as compared to our operating goals during the period from 2004 until the present cover the following areas: 2.1 Safety BMCL s business operations give priority to safety of passengers, staff, contractors, including everyone in the MRT system, as evidenced by the adoption of the international standard safety management system as a guideline for our operations, namely, OHSAS/TIS Moreover, Lloyd s Register Rail (LR) is engaged as our safety consultant to provide suggestions on risk management and employ new safety management techniques for improvement of the Company s work processes to ensure more safety, and as a result, the statistics of work-related accidents, including the statistics of passengers injury while using the MRT service, are likely to reduce accordingly. In 2013, BMCL, by the Safety and Quality Department, organized the work safety projects for the seventh year in a row which received cooperation from internal units and main contractors in displaying exhibition booths to provide information and campaigns relating to work safety, measures to minimize and prevent accidents, including projects as held by various units in order for staff to realize the significance of work safety, and also organized the MRT Safety Plan contest continuously as the second year on the theme Risk Assessment and Safety Measures against Fire Incidents in the MRT System, in association with the Engineering Institute of Thailand under H.M. the King s Patronage (EIT), and Safety and Health At Work Promotion Association (Thailand) (SHAWPAT), in order to promote undergraduates and students recognition and understanding in the safety process, along with risk assessment as well as mitigation and control measures. The contestants were 13 teams from seven universities and six finalists were selected to present their plans in the final round on 23 November 2013 at Metro Mall, Chatuchak

17 Park Station. The winner was Thung Rangsit Station Team from the Faculty of Public Health, Thammasart University. 2.2 Reliability The reliability of the MRT service can be assessed by examining train service delivery. In 2013, BMCL s reliability of the MRT service represented 99.82%. Train Service Delivery 100% 99.87% 99.73% 99.81% 99.31% 99.98% 99.75% 99.82% 99% 98% 97% 96% 95% Year ป

18 2.3 Punctuality The punctuality of the MRT service can be assessed by examining train punctuality with delay within 5 minutes in all MRT stations, the percentage of which in this year exceeded the target of 99.95%. Train Punctuality (Delay within 5 Minutes) % 99.92% 99.92% 99.95% 99.96% 99.98% 99.97% 99.95% 99.00% 98.00% 97.00% BMCL s membership in NOVA Group of Metros, a consortium of international metro service operators in a program of railway benchmarking, has inspired the development and improvement of our service operations to achieve a higher level of success. Other than the standard set of service performance indicators, BMCL has set out benchmarking indicators that are comparable to those of other members in NOVA Group of Metros in various aspects in order to share knowledge and experience which would result in improvement and development of the services ป Year Service Performance for Year 2012 Asset Utilisation Profitability Customer service Train Reliability Safety Train Punctuality Traction Energy Consumed

19 Seven key performance indicators that BMCL uses to measure the service performance are as follows: Asset Utilization: Capacity Km/Route Km. Customer service: Passenger Journey on time/passenger Journeys Safety: Total Fatalities/Billion Passenger Journeys Train Punctuality: Trains on Time/Total Train Train Reliability: Car Km between Incidents Traction Energy Consumed: Traction Energy Consumed/Passenger Journey Profitability: Total Commercial Revenue/Operating Cost According to the chart, BMCL s service performance in 2012, as compared to , showed that our service quality, safety, train punctuality, train reliability and traction energy consumed were at a good level, thanks to BMCL s continued improvement and development of each and every work process to ensure the efficiency. As such, BMCL was able to always maintain its service quality at a good level. In respect of BMCL s profitability and asset utilization from the mass rapid transit system network in Bangkok region, given the shorter distance of the MRT service, the smaller coverage of the mass rapid transit system network in Bangkok, and the delayed extension of the service routes as compared with other cities among the NOVA members, and as such, BMCL s passenger volume failed to meet passenger volume as estimated by the government sector, and the off-peak passenger volume was considered relatively smaller than the effective capacity of the MRT system. However, despite delays in the development of the mass rapid transit system network in Bangkok, the MRT passenger volume continues to increase for several factors, i.e., the real estate development projects along the MRT routes, organization of activities surrounding the MRT routes, and change in commuting behavior of the people. Furthermore, BMCL s efficient cost control has resulted in an improved outlook of profitability and asset utilization. In the near future, upon completion of the construction and opening for service of the MRT Purple Line Project, BMCL s profitability and asset utilization would then clearly have a positive trend to allow it to make a great leap forward. 2.4 Promotion of the MRT System Usage BMCL has undertaken a campaign of using the MRT service to reduce pollution caused by other modes of public transport, and publicized the advantages and returns on using the MRT service. Travel information has been publicized, e.g., MRT service routes, events and highlighted tourist attractions along the MRT routes. Apart from such news and updates, BMCL has also organized various activities for children, underprivileged youths and elders on special days so as to provide these passengers with an opportunity to gain access to the MRT service, such as, fare exemption or special discounts to promote

20 the access to the MRT service and encourage passengers to travel safely. Such activities in 2013 were described below: Free MRT Ride for Children on the National Children s Day 2013 on Saturday, 11 January 2013 to enhance the journey experience for children not taller than 140 centimeters throughout the service hours from 06:00-24:00 hours. Activities on the Songkran Day, the National Elderly Day, and the Family Day, comprising two activities as follows: 3-Day Free MRT Ride for Elders to promote the value and significance of elders on the occasion of the National Elderly Day 2013, BMCL provided free MRT rides for elders aged 60 or over for three days during April 2013 throughout the service hours from 06:00-24:00 hours. Bathing Rite for Buddha Images at MRT Stations to provide MRT passengers an opportunity to pay homage to and perform a bathing rite for Buddha images at nine MRT stations, namely, Hua Lamphong Station, Si Lom Station, Sukhumvit Station, Phra Ram 9 Station, Thailand Cultural Centre Station, Lat Phrao Station, Phahon Yothin Station, Chatuchak Park Station, and Bang Sue Station, for blessing on the occasion of the Songkran Day 2013 during April 2013.