More Than a Railway: Connecting Communities and Shaping the Future of Urban Mobility
Public transport is a lifeline of every city. In Hong Kong, 90% of the total passenger journeys are made on public transport system. With rail serving as the backbone of the local public transport system, MTR plays a crucial role in keeping the city moving.
In this latest edition of the UITP Asia-Pacific spotlight interview series, Ms Jeny Yeung, Chief Executive Officer of MTR Corporation, gives her insights.
Since joining MTR in 1999, Ms Yeung has been dedicated to optimising operational excellence, enhancing customer experience and broadening the Corporation’s business portfolio.
With more than two decades of service at MTR, she has been instrumental in leading digital transformation and introducing initiatives that elevate customer satisfaction.
She’s worked to harness innovation and technology to build a smart railway system and strengthen operational performance, all while expanding station retail and advertising businesses to strengthen the Corporation’s financial sustainability.
Ms Yeung’s perspectives highlight MTR’s unique role in the economic and social development and, indeed, the daily life of the cities it serves, as well as its commitment to shaping sustainable urban mobility for the future.
#1 What inspired you to pursue a career in the public transport sector?
I have always felt a strong commitment to public service, rooted in the belief that enhancing public transport can improve society by making cities more accessible, connected, and sustainable.
In my home city of Hong Kong, public transport has been an integral part of daily life. Around 90% of the total passenger journeys are made on public transport systems. This efficient and reliable system enables people to easily access opportunities and infuses dynamism into communities.
I have always appreciated how the trains arrive on time, reliably taking passengers home, to school, to work, and to countless gatherings, making the city feel effortlessly connected.
Whenever the railway network expanded, there was a shared sense of excitement and anticipation across communities, as people looked forward to the enhanced connectivity. There is certainly more to a railway than a people mover – it brings advancement and opportunities, and fuels growth.
Over the years, before my appointment as Chief Executive Officer, I had the opportunity to lead our Marketing and Commercial businesses, and later the Hong Kong Transport Services. Operational excellence remains fundamental, but I have also come to believe that a railway is more than a means of transportation, and our ambition goes further.
We focus on enhancing the customer experience, promoting smart mobility, and redesigning station layouts to be more people‑centred. By expanding station retail, advertising and other non-fare businesses, we are able to enhance the passenger experience while at the same time strengthening revenue streams that support the long-term financial sustainability of railways.
Now, after two decades in the public transport sector, I remain excited and passionate about my work, particularly the potential of transforming communities and continuously enhancing the already impressive infrastructure, ensuring it meets the evolving needs of the city and its people.
I am also honoured that MTR has recently been selected as the host organisation for the 2028 UITP Summit, bringing this prestigious event to Hong Kong.
It is an affirmation of the international recognition of the city’s public transport excellence and MTR’s pivotal role in its development. I look forward to the valuable insights and exchanges that the Summit will bring, as industry leaders from around the world come together to shape the future of urban mobility.
#2 Which aspect of the work culture of your organisation do you really look up to?
What I truly value in our work culture is the spirit of “One Team”. At every level of the organisation, our colleagues unite with a shared purpose, supporting each other and collaborating to deliver the best outcomes.
We cultivate an environment where each team member feels valued and empowered. This unity fosters resilience, innovation, and a sense of pride in our accomplishments.
As CEO, I deeply value this culture because it reflects not only how we operate internally, but also how we serve the city – with teamwork, dedication, and a commitment to excellence. This shared ethos is what propels us toward our company’s mission – to keep cities moving.
#3 How would you approach the increasing public expectation of faultless, seamless and efficient public transport?
Public expectations are on the rise, influenced by instant access to information, global benchmarks, and the personalised experiences people encounter across industries. While this presents a multifaceted challenge, I see it as a driving force for us to continuously raise our standards.
Meeting rising public expectations requires a balanced approach, one that combines operational excellence that is built on safety and reliability, rigorous asset management and thoughtful use of technology.
I see the strategic use of big data analytics as central to meeting these expectations. By leveraging smart systems and artificial intelligence to gather big data such as operational data, infrastructure performance metrics and passengers’ behaviours, we can gain actionable insights that guide both immediate service optimisation and long term planning.
This data driven approach not only elevates the performance of daily operations but also enable predictive and preventive maintenance. By detecting issues before they occur, we are able to minimise the risk of potential malfunctions and extend asset life. Simply put, this data-driven approach is the key to deliver safe, high reliable and efficient service consistently.
Equally important is how we harness data to enrich the commuter experience. Accurate and timely journey information helps passengers plan their trips better, while a deeper understanding of travel behaviours allows us to offer more caring, personalised services that align with evolving needs.
#4 Which is the city that is close to your heart and why?
Hong Kong holds a very special place in my heart. Beyond its iconic skyline, the city brings together Chinese and Western cultures, creating a modern cosmopolitan way of life. The solid fundamentals, unique role as a bridge between the Chinese Mainland and the world, and the high inclusivity and diversity make the city a reputable international hub.
What resonates with me most, is the spirit of Hong Kong people who are known for their resilience and determination, the ability to persevere, adapt and continue moving forward at all times. This collective spirit has always been an inspiration to me, both personally and professionally.
Growing up here, I have seen how Hong Kong continually evolves and how its people remain deeply committed to the city’s development and well-being.
The public transport system here is renowned for its connectivity and efficiency, playing a key role in driving the economic growth of this dynamic city.
With railways as the backbone of the city’s public transport system, I am honoured to lead the team at MTR to be one of the contributors to this through building transport infrastructure, delivering high-quality service and fostering communities through our “Rail plus Community” integrated development model.
#5 What is one change that you would like to see in the society in the near future?
One fundamental change I hope to see is the broader adoption of sustainable practices across all sectors. As cities grow and face environmental challenges, it is essential that we make sustainability as a priority to protect our planet and enhance the quality of life for future generations.
In the railway industry, we are actually on the front line of extreme weather events, and the impact is felt acutely.
I imagine a future where sustainability is integral part of our daily lives, whether in energy use, efficient resource management, or innovative green transportation solutions.
By committing to these practices, we can open up new growth opportunities while positively impacting the environment and society, creating a cycle of value and progress.
