Go Smart Go Beyond – Smart and inclusive journey

With the objectives of driving new heights in the customer experience, namely in efficiency and inclusivity, we launched over 10 innovative digital initiatives under the following directions:

1. Revitalise railway services through digital transformation

• Bridging physical and digital touchpoints along the customer journey
• Empowering our customers in an era of exponential change, enabling them to take control of their journeys

2. Drive changes in future lives with a human touch

• Refreshing the station facilities provision with “Smart” elements
• Caring for everyone’s journey by creating an inclusive travelling experience

All in all, the project aims  to provide holistic Smart Mobility solutions, which supports Hong Kong’s Smart City and ESG development.

Customer Services. AI automates processes and empowers customers

• Digitalised application process for concessionary travel
• Online lost property platform

Ticketing. Going cashless

• Digitalised ticket purchases
• QR code ticketing

Passenger Info. Real-time, personalised info with IoT & machine learning

• Train car capacity info
• Next train arrival info
• “Cross Harbour Easy” empowers customers to choose the best route at interchanges

Station Operations. Robotic, data-driven innovation facilitates timely responses

• Customer service robots
• Smart toilets

Social Inclusion. Technology to support people in need

• Social inclusion app
• Partnership with social enterprise using robots

Brand-new customer experience in the railway industry

The whole experience is transformed from a traditional railway model, queueing at stations, long wait times, to a smart service model built on self-help that is both hassle-free and timesaving. The project changes customer behaviour by switching physical to digital channels, (up to 90% across the initiatives).

Significant efficiency gains & data-driven culture for operations

The project streamlines and automates processes involved, from manual to digital, with data-driven decision-making.

Contributes to a greener & more socially inclusive environment

Digitalised travel application processes save over 500K paper forms every year at all the stations in Hong Kong. Also, the project creates job opportunities for disabled individuals.