MTR Corporation : On the Right Track to Shape Urban Transport

MTR Corporation’s new CEO, Jeny Yeung, outlines her vision for next-generation train services that enhance metropolitan mobility. With a focus on innovation and customer service, the company brings proven operational expertise to support the delivery of railway projects that contribute to development in Australian cities.

ON THE RIGHT TRACK TO SHAPE URBAN TRANSPORT

Through its mission to ‘Keep Cities Moving’, MTR Corporation (MTR) connects communities, fosters economic growth, and supports sustainable development.

We revisit the company, where new CEO Jeny Yeung expresses her honour in being appointed to the role.

“It’s a significant responsibility and, as such, one of my priorities is delivering new railway projects in the cities we serve. In Hong Kong, we are in a major new growth phase with six new projects underway,” she states.

“These projects are crucial to the strategic development of communities; thus, effective delivery and financial management are of the utmost importance.”

With investment standing at over AUD$25 billion, MTR aims to deliver the projects between 2027 and 2034.

“In parallel, we are looking at ways we can continuously enhance our services in Hong Kong and beyond, harnessing innovation and technology to drive smarter, more efficient operations and provide better customer service,” Yeung sets out.

“We aim to continuously improve our reliability, safety, and productivity across all our networks, ensuring sustainability, resource efficiency, and social responsibility.”

Having been present in Australia since 2009, MTR now operates in Sydney and Melbourne through its majority-owned subsidiaries, Metro Trains Sydney (MTS) and Metro Trains Melbourne (MTM) respectively, and is committed to world-class service across the two cities.

Together with a strong team of 7,000 predominantly local staff, there have been progressive enhancements to train services and network expansion.

“I recently enjoyed visiting Australia, engaging with colleagues and key stakeholders, and experiencing new services, like the Sydney Metro M1 line and the Metro Tunnel in Melbourne,” says Yeung.

The country is an important market for MTR and MTR has worked there for 17 years. Yeung was eager to make it one of her first stops after becoming CEO.

“MTR is built on a commitment to reliable, safe and efficient railway service, which forms the foundation of the trust we have earned from passengers and partners around the world. Our partnership with Australia dates back to 2009; throughout the years, we have combined local partnerships with ideas from MTR’s global network to create better journeys for the population we serve.

“We are excited to continue to take the partnership forward, particularly in refranchising, new metro lines, and station precinct development, where we do not just provide reliable, safe, efficient and quality trips, but also enhance the communities,” she declares.

Recently, the company issued a landmark AUD$2 billion green bond – historically, the largest of its kind.

“This success demonstrates the strength of our international story – global investors are confident in

MTR’s sustainability agenda because they see the quality of our networks,” Yeung emphasises.

EXPANDING GLOBAL REACH

Developing international and Mainland China businesses is one of three strategic pillars of MTR’s corporate strategy.

In recent decades, the company has leveraged its Hong Kong expertise in major cities across Mainland China, Australia, the UK, and Sweden through public-private partnerships (PPPs), build-operate-transfer (BOT) concessions, and operations and maintenance (O&M) concessions.

“In cities like London, Stockholm, and Melbourne, we have improved existing networks, enhancing punctuality, reliability, and customer satisfaction, which shapes our mindset in Australia, where we are planning long-term network transformation rather than just short-term contract compliance,” Yeung discusses.

MTM and MTS are excelling, with MTM exceeding 92 percent on-time performance and MTS achieving over 99 percent on-time performance and nearly 99 percent customer satisfaction.

These benchmarks shape MTR’s Australian targets, where on-time performance was comparatively only 86.5 percent at the time MTM took up the operations of the Melbourne network.

Furthermore, the company’s global presence allows for knowledge sharing across teams, strengthening the talents’ capabilities.

“We are proud to have built and operated one of the world’s most reliable urban railways in Hong Kong for over four decades, now carrying over 5.5 million passenger trips per day with a consistent on-time

performance of around 99.9 percent. “This record has underpinned

the city’s growth and boosted MTR’s credibility for international expansion,” notes Yeung.

Another significant achievement is MTR’s Rail plus Property model, which has provided over 100,000 residential units and two million square metres of commercial space near stations, fostering integrated communities whilst financing new rail lines sustainably.

“We are proud to have carried the MTR DNA abroad, expanding our portfolio to nearly 1,000 kilometres (km) of rail operations and showcasing our expertise in contributing to the growth of other cities,” she prides.

MTR’s transformation into a smart mobility company is highlighted by awards for AI-enabled customer solutions, such as the MTR Care App and its artificial intelligence (AI) station assistant, as well as international recognition for crowd management innovations at Kai Tak Sports Park, a brand-new mega event compound that houses, amongst other venues, a main stadium with a capacity of 50,000 spectators in Hong Kong.

Additionally, the Sydney Metro M1 line, Australia’s first fully automated metro, represents another milestone that demonstrates the company’s long-term performance and ongoing ability to evolve.

ENHANCING THE PASSENGER EXPERIENCE

MTR’s next-generation metro trains will offer a more intuitive and comfortable environment, with open interiors, improved lighting, clearer dynamic route maps, and real-time information, for safer, easier journeys.

They will also feature advanced on-board systems and remote condition monitoring to detect issues early, enhance maintenance planning and ensure reliable service for passengers.

“We’re building on MTR’s extensive and proven experience in operating and renewing fleets on one of the world’s busiest railway networks in Hong Kong. This highly demanding discipline, coupled with a strong customer focus that is integral to MTR, will be applied to the Sydney Metro M1 line and the future Sydney Metro West line,” Yeung informs.

“Passengers on the Sydney Metro M1 line already enjoy features like open gangways, clear real-time information, and level boarding on a fully automated metro. MTR will continue to provide inputs in refining train interiors, information systems, and maintenance for reliability and modernity.”

In developing Sydney Metro West, we will draw from our experience in train introductions in Hong Kong, with clear focuses on live network testing, staff training, and early customer engagement to ensure a smooth integration and an enhanced experience.

“In Hong Kong, we’re rolling out a new generation of digital tools to enhance the railway experience for customers, whilst improving system efficiency.

“Additionally, we’re using AI to predict ridership and manage crowds at major events in Kai Tak Sports Park, which holds over 50,000 people. Our crowd-diversion system analyses billions of data points to optimise train frequencies and station operations with nearly 90 percent accuracy, providing visual alerts to staff and ensuring smooth travel for passengers,” details Yeung.

MTR now offers real-time next train arrival information across the network and is expanding live crowding indicators, helping customers choose when and where to board, whilst optimising train deployment and improving on-time performance.

INNOVATING URBAN RAIL

Operating Melbourne’s large and complex urban rail network, MTM transports hundreds of thousands of people daily across 17 lines and over 200 stations, into the heart of the central business district (CBD).

“We safely and reliably run the heavy rail system in Melbourne whilst modernising it in stages – integrating new tunnels, timetables, and technology – all on a live network that the city depends on.

“We are orchestrating a highly intricate, mixed-traffic network and are committed to delivering a predictable, high-quality service for passengers,” explains Yeung.

Sydney Metro, the first fully automated metro in Australia, emphasises turn-up-and-go convenience, state-of-the-art signalling, and the deployment of platform screen doors to enhance safety and efficiency.

The sustained growth in patronage, together with high customer satisfaction, provides clear evidence of passengers’ strong endorsement of the reliable, clean, and safe service delivered by MTS.

Both showcase professionalism in managing a high-demand suburban network.

Staying competitive in the international rail market by prioritising safety, reliability, and customer care is central to the MTR brand.

“We are investing heavily in digital technology, data, and automation, from predictive maintenance to real-time operations control, always ensuring the journey is easier, safer, and more seamless for our customers.

“Our AI assistant, ‘Tracy’, in Hong Kong helps passengers navigate trips more intuitively, and real-time indicators inform them about train crowding. Our global presence fosters a continuous learning loop, allowing us to apply insights from one city to another,” Yeung points out.

MTR actively listens to feedback, using customer insights to shape everything from timetable design to wayfinding and accessibility, rather than treating them as after-the-fact metrics.

Ultimately, the company’s competitive edge lies in its combination of world-class engineering, operational discipline, and a human focus, allowing adaptation as the transport sector evolves.

“At home in Hong Kong, we are long-term city builders, whereas internationally, our vision is to embed our DNA of safety, reliability, and customer focus to both brownfield and greenfield projects.”

In markets like Melbourne and Sydney, MTR utilises its global playbook – from digital operations to customer experience – to assist governments in delivering step-change improvements, whilst diversifying its earnings.

“This year, during my visit to Australia, I learned more about the growth and evolution of its cities, and how crucial public transport will be to keeping communities connected,” reveals Yeung.

For MTR, Australia represents both a responsibility to sustain the trust

of passengers and government and opportunities in refranchising, new metro lines, and station precinct development.

“We aim to combine local partnerships with MTR’s global expertise to enhance journeys and communities,” she tells us.

A VISION FOR DEVELOPMENT

MTR aims to achieve more milestones and make even greater contributions to Australia’s future railway development.

“We are proud to have collaborated with state authorities on the smooth launch of city-shaping railway services like the Metro Tunnel in Melbourne and Sydney Metro,” Yeung outlines.

“Our global experience and focus on customer needs, operational excellence, quality assurance, and safety-first principles have been integral to our projects, and it continues to drive our work in Australia.”

In Sydney, working with the New South Wales (NSW) government, MTR will open the Southwest Metro, extending the Sydney Metro M1 line from Sydenham to Bankstown later this year.

Additionally, the company has submitted a bid for the Sydney Metro Parramatta integrated station development and has recently

been awarded the trains, systems, maintenance, and operations (TSMO) contract for Sydney Metro West.

This will connect Sydney’s CBD to Parramatta with a 24-km underground line featuring next-generation driverless trains and nine new stations, set to open in 2032.

Yeung’s priority will remain delivering a safe and reliable railway service whilst introducing digital advancements and a customer-centric business, using AI and data

to maximise efficiency, and provide passengers with real-time information and seamless journeys.

“Outside Hong Kong, we will deepen our market footprint in Australia, Europe, and Mainland China, focusing on leveraging our integrated rail and property capabilities and brownfield-upgrade experience, creating value for governments, communities, and shareholders.

“Sustainability and people underpin our plans – decarbonising operations, making our stations and trains more inclusive, and developing future MTR leaders to ensure long-term success,” Yeung concludes.

MTR CORPORATION AUSTRALIA PARTNER