Citybus & NWFB - Members of Chow Tai Fook Enterprises and NWS Holdings - Management Philosophy
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Management Philosophy

Customer Service Environmental Concerns Technology Training
Customer Service
Putting customers first is our priority. Communicating with our customers and providing the means for them to communicate with us are essential if we are to provide customer-oriented services. New World First Bus ("NWFB") and Citybus are therefore committed to providing an open and friendly environment where our customers will be able to contact us quickly and easily.
* We collect opinions from the public via multiple channels, including website, customer service hotline, customer service hotfax, e-mail and Passenger Liaison Group Meetings. An SMS enquiry service was introduced for passengers to inquire route information and service frequency.
* Customer Service Centres are located at Admiralty East Bus Terminus and the Hong Kong International Airport.
* Customer Service Officers and Operations Officers will be talking to passengers regularly at major bus termini and different locations in Hong Kong.
* Route maps, destination and useful customer information are available at bus stops and termini.
* Passengers can search for Point-to-Point route information and obtain real time information of bus arrivals at every bus stop for all Cityflyer “A” routes, covering nearly 300 bus stops with the upgraded version of Citybus and NWFB mobile application, which facilitates journey planning. Moreover, customer notices are available on mobile application for passengers to get hold of all special arrangements on any individual bus route and bus stop.


Customer Service
Customer Service

Environmental Concerns
NWFB and Citybus always strive to protect the environment and have drawn up a series of proactive environmental protection measures. We aim at providing high quality services and at the same time bringing a greener environment to the community. We have put our environmental preservation concepts from vision into actions. Green concept has been upheld as an integral part of our management philosophy.
* We purchase the most environmentally-friendly buses available in the market
* We execute green operation management programmes
* We actively participate in Hong Kong's green activities
Environmental  Concerns Environmental Concerns

As always, we are dedicated to improving our services as well as building a green city.


NWFB and Citybus keep abreast of the latest technology development. To better serve our customers, advanced systems are widely adopted and applied in our operations. We developed an advanced integrated data intelligence solution to enhance fleet management efficiency and communication with passengers, which gained recognition by winning the “Best Public Service Application Grand Award” and “Best Public Service Application (Transformation) Gold Award” in The Hong Kong ICT Awards 2013 organised by the Office of the Government Chief Information Officer.

* LCD monitors are installed in our buses to broadcast passenger information and civic education videos in high-definition quality. Such devices shall add values to our passengers by empowering them to move ahead with the community and keeping them abreast of the city's pulse.
* Passengers can inquire our bus route information through the companies’ website, or download the NWFB & Citybus Mobile Application to keep track of our latest updates on the service information by using their smartphones or tablets.
* A “Motion Bus Stop Display Panel” is installed on all new buses since 2012 to display names of 3 arriving bus stops and landmarks nearby along the bus journey, which makes it easier for passengers to get hold of their journey.
* Free Wi-Fi service are provided on 300 buses (Webus).
* The entire bus fleet is equipped with the “ GPS Automatic Bus Announcement System” to provide accurate bus stop and bus safety information in Cantonese, Putonghua and English along the bus journey.
* In conjunction with the “ GPS Automatic Bus Announcement System”, Citybus launched the Cityflyer “Next Bus” Arrival Time Enquiry at the end of 2012 to facilitate trip planning. Cityflyer passengers can now easily obtain real time “Next Bus” arriving at every bus stop for all Cityflyer “A” routes, covering nearly 300 bus stops, through either the Citybus and NWFB smartphone application or the company webpage.
* All new Cityflyers are equipped with CCTV allowing passengers to monitor the luggage rack on the lower deck and enjoy the trip without worries.
 Technology Technology Technology


Training Training

Training for the bus captains at NWFB and Citybus is on three levels reflecting the required skills and experience needed at entry: driving skills and defensive driving skills, quality customer service, and eco-driving skills. Driving Instructors adopt a random check policy on all bus captains throughout the year. Safety Inspectors also come on board at regular intervals for specific safety tests. 

Meanwhile, NWFB and Citybus have introduced a 4-year “Inspector Graduate Trainee Programme” and “Apprentice Training Programme”, providing fresh graduates with professional on-the-job training and nurturing elites for bus industry. “Outstanding Employee Award” is organised annually in recognition of our staff’s dedication and best performance, while “Special Tools Design Competition” is launched to encourage creativity of frontline staff in promoting workshop safety and work efficiency. To promote continuous learning culture and thus enhance work efficiency, a brand new employee training policy (credit-based) has been introduced in 2014. Diversified and specialised courses are provided for office staff to attend.