Citybus & NWFB - Members of Chow Tai Fook Enterprises and NWS Holdings - Corporate Social Responsibilities
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Corporate Social Responsibilities

Code of Practice Slogan Vision
Mission Statement CSR Value System Key Drivers
Code of Practice
Citybus and New World First Bus ("NWFB") are not just bus service providers, but also responsible corporate citizens determined to manage our operations in the best possible manner to serve the community. All our management and operational blueprints have adopted the core attributes of our CSR value system and the key drivers of CSR for attaining sustainable development. Photo

A Good Citizen for All.

To be a leading corporate citizen in the local public transport industry

Mission Statement
* Care for and contribute to the community
* Enhance value for our stakeholders
* Deliver premier services to our customers
* Provide a safe and comfortable workplace for all our company members

CSR Value System
Our value system focuses on the five key drivers, whereas our corporate governance plays the centric and strategic orientation role:

Key Drivers
1. Stringent Corporate Governance
Corporate governance is the backbone of our value system. We firmly believe that stringent corporate governance is the key to ensure high level of management performance and sustainable development of the Company.

Corporate policy
To uphold the interests of different stakeholders, Citybus and NWFB operate their business targeting on the highest standard of corporate governance. The corporate decision-making process is based on transparency, integrity, fairness and professional supervision.

Management strategy
To achieve our missions, Citybus and NWFB have invested heavily in the fully air-conditioned bus fleet and the advanced technology hardware as well as other engineering facilities to deliver our services in a safe and comfortable condition.

We aim to be a caring company as well, so even more important is our commitment to bus services, staff welfare and enrichment, health and safety and environmental protection.

Management team
To achieve the best corporate governance, Citybus and NWFB are served by a professional management team upholding high ethical values in their code of conduct as well as acquiring expertise in their respective fields.

Citybus and NWFB's stakeholders
With an aim to pursue service excellence, Citybus and NWFB are committed to communicating with, listening to, and learning from our stakeholders such as:
* Employees
* Customers
* Government
* Community leaders
* Pressure groups
* Media
* Suppliers
* Other related parties

Procurement and tendering process
The Companies promote open competition for their procurement needs, with contractual relationship based upon fair and reasonable contract terms. Procurement and tendering activities are based on the following principles:
* Impartial selection of capable and responsible suppliers and contractors;
* Effective use of competition;
* Selection of appropriate contract types according to needs;
* Compliance with laws, relevant regulations and contractual obligations;
* Adoption of an effective monitoring system and other management controls to detect and prevent bribery, fraud or other malpractices in the process of procurement and tendering;
* Prohibition of bribery and corruptive practices.

Communication channels
External communication:
Customer Services
  Citybus NWFB
24-hour hotline 2873 0818 2136 8888
Hotfax 2857 6179 2136 2136
* In addition to the bi-monthly Passenger Liaison Group Meetings to gauge passengers' opinions, Citybus and NWFB proactively collect opinions of the public through various communication channels, such as media, visits and meetings with legislators, politicians and interested parties.
* Media (press releases, press conferences, press visits and feature stories)
* Regular meetings with government departments and regulatory bodies (different natures of meetings with the Transport Department, District Councils' Traffic & Transport Committee and Public Transport Liaison Group meetings, Legislative Councils meetings, and disabled group meetings coordinated by the Transport Department)
* Our bus stops and termini act as our "show-windows", providing route maps, destination and other useful information to our customers.
Photo Photo

Internal communication:
* Two-way communication system with staff members has been set up to review operational processes and to identify room for improvement. Citybus and NWFB have opened several channels to converse with the employees, such as staff hotline, bi-monthly newsletter, staff communication bus, staff Joint Consultative Committees ("JCCs") of Citybus, and regular meetings with unions.
* Citybus and NWFB's Intranet is available to all employees and includes a wealth of information on company's news and activities.

Major CSR reporting system
We have adopted a comprehensive reporting system with the following means of reporting tools, on different schedules, to fulfill our communication needs with different stakeholders.
* Fuller Disclosure (to be issued every year before end-November)
* Websites at and
* Bi-monthly newsletter
* Policy and manual (procurement, health and safety, environmental protection)
* Brochure/ leaflet/ supplement related to different themes
* Regular reporting to the Transport Department (e.g. monthly operating report, monthly bus accident record)

2. Quality Bus Services

Citybus and NWFB are committed to providing the best possible public bus services in Hong Kong. To achieve this, we have been making every effort and taking initiatives on different aspects.

Accessible to all
Citybus and NWFB strive to make bus services accessible to our passengers - including the disabled, the elderly and families with babies or young children. All the new buses will be equipped with fully accessible features that meet the requirements of the Disabled Persons Transport Advisory Committee ("DPTAC") in the UK.
Photo Photo

Performance pledge
Citybus and NWFB achieve defined targets for operational capability, mechanical reliability and fleet availability. We publish these targets and our achievements on the website regularly so that the public can closely monitor our performance.

Fare concessions
PhotoCitybus and NWFB offer Bus-Bus Interchange ("BBI") schemes in response to passengers' needs, and most of them provide free interchange. We have also implemented various fare concession schemes to Octopus-paying passengers, such as the "Holiday $2 Concession Scheme for Senior Citizens" and "Same Day Return Fare Discounts".

24-hour service team
PhotoCitybus and NWFB have a 24-hour emergency control centre, together with a team of experienced outbound inspectors patrolling around, to monitor our bus services and daily operations. The control centre shall report any emergency on roads to the management and department heads through electronic system and appropriate tools, so the management would be able to assess the impact and react instantly.

Stringent vehicle maintenance
It is our prime objective to maintain our buses in the safest and most reliable condition. Apart from Certificate of Road Worthiness and Certificate of Fitness examinations required for the licensing of buses, Citybus and NWFB also strictly follow the Transport Department's requirement of inspecting every franchised bus at least once a month, ensuring the entire bus fleet in the safest and most reliable condition.

Bus safety measures
PhotoSafety is always our first priority. Citybus and NWFB take the lead to further enhance bus safety by implementing a HK$4 million plan to retrofit vehicle reversing camera systems ("CCTV") on the whole fleet of 1,600 buses. The new CCTV device will become a compulsory item when the Companies buy new buses in future, striving for zero reversing accident on road.

Citybus and NWFB consider that armrests, stanchions and handrails are more useful alternatives to seat belts for exposed or vulnerable seats, as they act as anchors for passengers to hold onto in case of emergency. We have already retrofitted such fixtures to exposed seats on all buses. Besides, we will install seat belts on the exposed seats on all new buses to be purchased.

All buses have had speed limiting function restricting the maximum speed on level ground to 70km/hr. All new buses to be purchased will have such speed limiting function, as well as with the black box fitted. The black box can help monitor the driving behaviour of the bus captains.

Driving performance of bus captains is monitored by laser guns by Area Traffic Inspectors, and ride-checks by driving instructors and plain-clothes officers. Photo Photo

3. Care for Staff and The Community

Our beliefs: To have happy customers, we should firstly have happy staff. Citybus and NWFB engage various Human Resources ("HR") practices to promote personal and professional employee development. We respect our employees' right to fair labour practice and a safe, harassment-free work environment.
Photo Photo

Privacy of employees
Citybus and NWFB believe the dignity and individuality of each employee shall be respected and the privacy and confidentiality of employee records shall be safeguarded. We protect the privacy of employees at all times and their personal problems or records are treated with utmost confidentiality.

Equal opportunity
The Companies support equal opportunities for all their employees in recruitment, promotion, job transfer, training, etc. Citybus and NWFB uphold anti-discrimination practices while all employees are assessed by their ability and suitability to meet the job requirements instead of any other individual status.

Employee morale
* The Companies provide staff with some generous welfare and benefits that are rarely available in other private local enterprises.
* Citybus and NWFB organize Outstanding Employee Award annually with attractive grand prizes to encourage best practice among staff.
Citybus and NWFB partnered with Christian Family Service Centre to offer professional counseling service to any staff members requiring guidance in their personal endeavours.Citybus and NWFB have mechanisms and family friendly policies for employees to take care of urgent family needs.

Open communication and consultation
Citybus and NWFB are committed to pursuing open communication and consultation in order to foster mutual trust and respect between the management and staff. The well-established consultative mechanism includes regular meetings with JCC representatives and unions respectively.

Employee development
Citybus and NWFB appreciate the importance of total customer care and support employee development by way of permitting time out for staff to attend classes.

Citybus and NWFB always value staff training. Ongoing courses are running concurrently to upgrade different skills for different staff, such as superb customer service training, annual driving skills refresher training, technical engineering training, occupational health and safety courses, and management and professional proficiency courses.

Community initiatives by the Companies and the staff
* Citybus and NWFB are committed to fostering and cultivating relationship with the community and are sensitive to the community's culture and needs.
* Citybus and NWFB encourage employees to participate in community services. A direct way is to join the corporate volunteer team, which is a member of our parent Company's NWS Volunteer Alliance that organizes various voluntary services.
* The Companies invite employees' families to join the community and voluntary services together.
* Citybus and NWFB co-organize projects and community services with different social service organisations.
* The Companies sponsor the activities of charitable organizations and government departments, like participating in fund-raising activities, providing cash donations and free shuttle bus services, sponsoring free media space on bus shelters and bus bodies as well as free in-bus TV airtime.
* The Companies provide a day of free ride for the disabled on Citybus and NWFB routes on the International Day of Disabled Persons. The Companies are keen to share business expertise with secondary and tertiary students in their school projects.
* The Companies are keen to share our professional knowlegde and experience with students in order to enhance the public's understanding.
* Citybus and NWFB support road safety events held by the Transport Department, police and/or District Councils through sponsoring bus displays, open-top bus and distributing leaflets, etc.
Charity Profile of Citybus & NWFB in 2007
Bus body advertising spaces sponsored205 buses
Bus shelter advertising panels sponsoredAbout 14,000 panels
Free in-bus TV airtimes sponsoredAbout 350 spots
Special bus services sponsoredAbout 22 times
Gifts sponsoredAbout 4,500 pieces
Total no. of hours participated in volunteer servicesAbout 2,600 hours
No. of beneficiariesAbout 90 organizations

4. Occupational Safety and Health

Citybus and NWFB are committed to providing a safe working and traveling environment for our staff, contractors and passengers. Safety is everyone's responsibility at all times and of paramount importance.

Stringent safety requirements & trainings
Citybus and NWFB enforce stringent safety requirements for meeting our very high standards. We have launched various awareness enhancement campaigns and offer comprehensive safety training to our contractors and staff. Citybus and NWFB undertake ongoing programmes to raise safety awareness amongst our passengers, staff and contractors. In particular, greater emphasis has been placed on promoting road safety messages to other road users along with in-bus safety messages to passengers.
Photo Photo

Environmental & Safety Department
The Companies have set up the Environmental and Safety Department to stipulate safety rules and work procedures, undertake spot checks and bi-monthly patrol inside the depots, bus termini and office areas. The Companies maintain and constantly review the existing facilities, equipments and buses to ensure safety and efficiency of bus services.

Health condition of staff
The Companies are responsible for financing the health checks of employees to ensure their fitness for employment. All staff members have to pass a medical check to be arranged by the Companies before their employment commences. Citybus and NWFB have a panel doctor scheme with which staff can consult doctors of the panel with the medical card. Medical checks are also arranged annually for bus captains aged above 50.

The Companies prohibit the use of illegal drugs and alcohol at the Companies' premises. Alcoholism and drug dependence that affect work performance shall not be tolerated.

5. Environmental Protection

Photo Citybus and NWFB put environmental protection concepts from vision into actions. Green concept has been upheld as an integral part of our management philosophy. We comply with all mandatory environmental legislation.

Blue Sky Plan
To enhance the air quality of Hong Kong, Citybus and NWFB have launched a Blue Sky Plan to implement a series of emissions reduction initiatives, including the purchase of new Euro 4 green buses to replace the pre-Euro and Euro 1 buses, and installing Diesel Particulate Filter ("DPF") on Euro 2 buses. With the ongoing investment on implementing the above measures, the Companies expect the emissions of the entire fleet will be enhanced to Euro 4 standard or above by 2012. All new buses to be acquired will be equipped with Euro 4 engine or above.

Euro 5 Diesel
The entire fleet of Citybus and NWFB has been using ultra low sulphur diesel since 2000 and 2001 respectively, and we have adopted Euro 5 Diesel in our whole fleet since 2008 to ensure the lowest emissions.

Green education and training
Bus captains are required to turn off engines when stopping at bus termini. They are encouraged to reduce usage of in-bus lighting system when daylight is rich, and are instructed to increase speed gradually and brake smoothly when driving.

Emission testing
photo Our buses receive emission tests regularly. Citybus and NWFB have set a very stringent emission standard for their fleet, which is much more demanding than the emission standard set by the Environmental Protection Department and the Transport Department (current official upper limit is 50 Hartridge Smoke Unit i.e. HSU).

Influence suppliers and contractors with environmental protection concepts
Citybus and NWFB use environmentally friendly goods or components where possible, such as refrigerants used in chiller plants, etc.

Citybus and NWFB are committed to protecting the environment and minimizing the use of energy, natural resources and harmful emission.

Citybus and NWFB recognize the potential environmental impacts associated with the services and are dedicated to minimizing these impacts by deploying preventive measures, like conservation of resources, emissions control and enhancement of staff environmental awareness through training.

Citybus Chai Wan Road depot and NWFB Chong Fu Road depot have undertaken a full Environmental Impact Assessment, on top of a well developed Environmental Management Plan and Environmental Management Systems, which conform to stringent international standards.

To ease traffic congestion and enhance air quality, we review our network regularly by undertaking route rationalization and Bus-Bus Interchange ("BBI") schemes. Besides, we have fully deployed environmentally friendly buses to serve busy urban corridors.

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