聯絡我們你的意見對我們服務的改進很重要。如表達意見或欲索取本報告，請聯絡：

九龍巴士（一九三三）有限公司地址：香港九龍荔枝角寶輪街九號熱線：2745 4466傳真：2745 0600

Contact UsYour feedback on this report is important for us in our drive towards excellence.

To tell us what you think, or obtain extra copies of this report, please contact:

The Kowloon Motor Bus Company (1933) Limited

Address : 9 Po Lun Street, Lai Chi Kok, Kowloon, Hong Kong

Hotline : 2745 4466

Fax : 2745 0600

目錄Table of Contents

1. 董事總經理的話 Managing Director’s Statement

2. 關於可持續發展報告 About the Report

報告準則 Reporting Approach

3. 關於九巴 About KMB

公司簡介 About Our Organisation 營運概況 Operation Overview 業務回顧 - 發展里程 Business Review – Milestones

4. 企業管治 Corporate Governance

管理策略 Management Strategy 管治架構 Governance Structure

5 . 獎項及殊榮 Recognition and Awards

6. 優質服務 Quality Service

安全第一 Safety as Priority 嚴格管理 Operational Management

7. 實踐環保 Environmental Initiatives

環保運輸 Eco Transportation 降低排放 Emission Reduction 車廂環境 Comfortable Compartment

燃油消耗及溫室氣體排放 Fuel Consumption and Greenhouse Gas Emissions 辦公室綠色措施 Green Measures in the Office

8. 聆聽顧客意見 Listening to Customers

細心聆聽 Connection with Customers

9. 關懷僱員 Caring for Employees

聯繫員工 Staff Connections 員工發展 Staff Development

10. 貢獻社區 Contributing to the Community

融入社區 Connecting the Community 關懷文化 Caring Culture

11. 連繫各界 Engaging Stakeholders

九巴80週年慶祝活動 Celebrating Activities on the KMB 80th Anniversary 刊物 Publications 傳媒 Media 網上溝通 Online Communications 招待訪客 Hosting Visits 公眾推廣 Public Outreach

12.《全球報告倡議組織》內容索引 GRI Content Index (G3.1)

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在香港這座近九成居民日常生活依靠公共交通工具的大都會裡，九龍巴士(一九三三)有限公司(「九巴」)以其超過3,800部公共巴士組成的龐大車隊，成為最大的公共巴士營運商。每日，九巴接載約260萬人次，多年來一直致力於為香港的經濟和社會發展以及保護環境作出顯著的貢獻。

2013年時值九巴成立八十週年，我們確認了將繼續以推動技術創新及加強與各界聯繫為基礎，實現企業的可持續發展之路。我們深信技術創新不僅可以提升乘客的乘車經驗，更有助於社會內部的溝通與流動。

Operating a fleet of more than 3,800 public buses, The Kowloon Motor Bus Company (1933) Limited (“KMB”) is the largest public bus operator in Hong Kong, where nearly 90% of the population rely on public transport to get around. Providing a quality bus service for about 2.6 million passenger-trips daily, we are fully committed to making a significant contribution to the sustainable development of the local economy and communities, as well as striving to protect the environment.

As part of our 80th Anniversary celebrations in 2013, we affirmed a sustainable approach centered on technological innovation and open engagement with the public.

Such innovations not only enhance the travelling experience of our passengers, they also improve the connectivity and mobility of the society.

董事總經理的話Managing Director’s Statement

董事總經理的話 Managing Director’s Statement 03

為建設更清新的環境，九巴積極投資引進廢氣排放符合歐洲環境部長委員會嚴格標準的環保巴士車型。九巴於2009年引進亞洲首部歐盟第五代雙層巴士，超過當時法律規定新註冊柴油車輛只需要符合歐盟第四代排放標準的要求。截至2013年12月31日，九巴車隊中共有679部符合歐盟第五代排放標準的巴士。展望未來，九巴將繼續以業界先行者的姿態，推動技術與環境領域的創新，並通過引進更多符合最新歐盟標準的巴士，提升車隊的表現。

近年來，九巴在低排放及零排放技術領域積極探索，範圍涉及電動巴士、超級電容巴士及混合動力巴士等。2013年9月，九巴在市區一條主要路線上首次試行電動巴士服務。除了三部混合動力巴士將按計劃於2014年中正式加入車隊，我們正計劃購買八部超級電容巴士和十部電動巴士。

為進一步提升服務涵蓋範圍、優化資源配置及改善道路空氣質素，我們主動與社區及運輸署就一系列巴士路線重組計劃進行溝通。當成功實施後，重組計劃可以為乘客帶來更多快捷、直達、覆蓋更全面的巴士服務，並減少道路阻塞。

我們注重聆聽乘客的意見，通過提供優質的巴士服務滿足他們的需求，處處體現九巴對安全與顧客服務的承諾。九巴奉行「安全第一」，車務營運部在2012年8月榮獲OHSAS 18001職業健康和安全管理體系證書，成為香港首間獲得該項認證的專營巴士公司。

秉承服務至上的理念，我們不斷提升乘客的乘車體驗。我們改進了巴士總站的乘客資訊設施，加設大型顯示幕及優化站牌設計，並裝置了香港首創的巴士到站時間預報系統，以及研發九巴智能手機程式。

我誠邀大家與九巴一起踏上駛向未來可持續發展的精彩旅程。

We are committed to building a better environment through investing in environment-friendly buses that meet the strict exhaust emission standards of the European Council of Environmental Ministers. This commitment was demonstrated by the introduction of Asia’s first Euro V double-deck bus in 2009 when legislation, which is still effective today, required only that newly-registered diesel vehicles meet Euro IV emission standards. As at 31 December 2013, there were a total of 679 Euro V buses in our fleet. As a prime mover in the industry, we will continue to drive technological and environmental innovation and introduce more buses with the latest Euro standards to our fleet in the next few years.

KMB has been exploring new low- and zero-emission bus technologies such as the battery-powered bus (“eBus”) and the supercapacitor bus (“gBus”), as well as hybrid buses. We conducted a trial with eBus serving passengers on a popular urban route in September 2013. We will be placing orders for eight gBuses and ten eBuses, while three diesel-electric hybrid buses are scheduled to join our fleet in mid-2014.

To achieve improved bus service coverage, optimise resources and improve roadside air quality, KMB is proactively communicating with local communities and the Transport Department on a series of territory-wide bus network reorganisation exercises. When successfully implemented, these reorganisations will benefit our passengers in terms of more express and more direct bus services, less traffic congestion and better network coverage.

We listen closely to feedback from our passengers and are dedicated to meeting their needs through the provision of high quality bus services that embody our commitment to safety and customer service. Safety is our first priority in the delivery of our services. In August 2012, our Operations Division obtained Occupational Health and Safety Assessment Series (OHSAS) 18001 Certification, becoming the first franchised bus company in Hong Kong to be thus certified.

KMB’s quest for service excellence is manifested in our continuous efforts to enhance customers’ travelling experience. Key initiatives in this area include the enhancement of bus information facilities at bus termini through the provision of large information boards and improved signage, the introduction of ETA (Estimated Time of Arrival) technology – the first of its kind in Hong Kong – and KMB’s Smartphone App.

I warmly invite you to join us on our exciting journey into a future of ever greater sustainability.

何達文先生 Mr. Edmond HO Tat Man董事總經理 Managing Director九龍巴士(一九三三)有限公司 The Kowloon Motor Bus Co. (1933) Ltd.

關於可持續發展報告 About the Report04

報告準則

《2013年可持續發展報告》闡述九巴作為一家在九龍、新界及港島提供公共巴士服務的企業，於2012年7月1日至2013年6月30日期間，在環保及企業社會責任方面的表現及成效。

在報告期內（除非另外表明時限），九巴在規模、架構、工作範圍或擁有權上均沒重大改變，亦沒有聯營機構或出租設施，亦無需要匯報的重要外判運作。本報告的範圍、界限或數據處理方法與2012年《企業社會責任約章》一致，並沒有任何重大改變。本報告所提供的數據均為絕對數值，並已在適當及盡可能情況下統一為可比較形式。本報告涉及的九巴巴士營運服務，亦沒有設定特別限制。

我們在準備《2013年可持續發展報告》時，參考了《全球報告倡議組織G3.1指引》及從不同渠道收集的意見，包括每年舉辦的乘客聯絡小組會議以及與不同持份者團體代表進行的個別會面。有關九巴的企業管治及財務表現詳情，請參閱《載通國際控股有限公司年報》。

Reporting Approach

The 2013 Sustainability Report highlights the environmental and corporate social responsibility performance and achievements of the public bus services provided by KMB in Kowloon, the New Territories and Hong Kong Island. The Report covers the period from 1 July 2012 to 30 June 2013.

During the reporting period (unless otherwise stated in the Report), there were no significant changes within KMB regarding the size, structure, scope of work or business ownership. KMB has no joint ventures or leased facilities and no outsourced operation of significant importance that needs to be reported on. Compared with the 2012 Corporate Social Responsibility Charter, there have been no significant changes in the scope, boundary or measurement methods applied in this Report. Data and statistics in this Report are presented as absolute figures and are normalised into comparable terms as far as practicable. There is no specific limitation on the scope and boundary of this Report regarding KMB’s bus operation service.

The 2013 Sustainability Report has been prepared with reference to the Global Reporting Initiative (“GRI”) G3.1 Guidelines and stakeholders’ concerns which have been identified through our engagement exercises including the annual Passenger Liaison Group meetings and individual interviews with representatives of different stakeholder groups. Please refer to the Annual Report of Transport International Holdings Limited for details of KMB’s corporate governance and financial performance.

關於可持續發展報告About the Report

關於九巴 About KMB 05

公司簡介

九龍巴士(一九三三)有限公司（「九巴」）是載通國際控股有限公司的全資附屬公司（香港股份代號：62）。自1933年起，九巴一直為公眾提供優質的巴士服務。

我們本著「日日進步」的精神為公眾提供優質服務，並致力改善在環保、社會及經濟方面的表現。

我們的願景

我們期望成為全球最佳的公共巴士營運公司。

我們的使命

我們的使命是為本地居民及遊客提供有效率、可靠、友善和超值的巴士服務，並藉此對香港經濟和社會的發展作出貢獻。

營運概況

九巴是全港最大的巴士營運公司，擁有一支由超過3,800部巴士組成的車隊，經營約400條專營公共巴士路線，每日為約260萬人次提供安全、可靠、舒適及方便的巴士服務。目前，我們共有約12,000名員工。

About Our Organisation

The Kowloon Motor Bus Co. (1933) Ltd. (“KMB”) is a wholly-owned subsidiary of

Transport International Holdings Limited (Hong Kong stock code: 62). We have

been providing quality bus services to the public since 1933.

In line with our corporate motto “Moving Forward Every Day”, we strive to

provide excellent services to the public through continuous improvement in our

environmental, social and economic performance.

Our Vision

Our vision is to be the best public bus operator in the world.

Our Mission

Our mission is to contribute to the economic and social development

of Hong Kong by providing residents and visitors with an efficient, reliable

and user-friendly bus service that gives excellent value for money.

Operation Overview

Operating a franchised bus network of around 400 bus routes, KMB is the

largest bus operator in Hong Kong with a fleet of more than 3,800 public

buses delivering safe, reliable, comfortable and convenient services on around

2.6 million passenger-trips every day. Currently, we have a workforce of about

12,000 people.

關於九巴About KMB

業務回顧 - 發展里程

自成立80年以來，九巴一直領先巴士行業，不斷努力發展香港公共交通，見證了一系列重要的發展里程。

Business Review – Milestones

As a leader in its industry, KMB has made continuous efforts for developing public

transport in Hong Kong and witnessed proudly a series of important milestones

since its establishment over the past 80 years.

關於九巴 About KMB06

三十年代 1930’s 開始在九龍及新界營運專營公共巴士業務，當時的九巴車隊有106部小型單層巴士。

Commenced franchised public bus operations in Kowloon and the New Territories, with a fleet of 106 small single-deck buses.

四十年代 1940’s 引入20部Daimler A型巴士，成為香港最先引進雙層巴士的巴士公司。

Became the first bus company in Hong Kong to introduce double-deck buses with the introduction of 20 Daimler A buses.

八十年代 1980’s 營辦接駁巴士路線連接九廣鐵路與地鐵，並首次引入雙層空調巴士。

Introduced feeder bus routes to connect up with the Kowloon-Canton Railway and the Mass Transit Railway, and air-conditioned double-deck buses.

九十年代 1990’s• 為符合甚至超越最嚴格的排放標

準，九巴為其車隊的巴士安裝歐盟第一代環保引擎，並於1990年代中期提升至歐盟第二代引擎。

• 引進全球首批超低地台雙層巴士，方便小童、長者及傷健人士。此類型巴士隨後被採納為公共巴士服務的一項國際標準。

• 推出車廂電子報站系統及發光二極管顯示屏。

• Adopted environment-friendly Euro I engines, the first of a series of upgrades to meet or exceed the most stringent emission standards. It was upgraded to Euro II engines in the mid 1990s.

• Introduced the world’s first super-low floor double-deck buses which provided easier access for the young, elderly and disabled passengers. This bus type was later adopted as a global standard for public bus services.

• Launched the On-board Electronic Bus Stop Announcement System and a light emitting diode display.

七十年代 1970’s 隨著紅磡海底隧道通車，九巴的網絡伸展至港島。

Bus network extended onto Hong Kong Island marked with the opening of the Hung Hom Cross-Harbour Tunnel.

發展里程 Milestones

五十及六十年代1950’s and 1960’s 積極擴展巴士網絡，以配合中國內地來港移民數量及九龍公共屋邨居民人數的增加。

Bus network grew significantly to accommodate the increase of immigrants from Mainland China and public housing estate residents in Kowloon.

07關於九巴 About KMB

Details of our financial performance during the reporting year are provided in the 2012 Annual Report of Transport International Holdings Limited.

相關的財務資料詳刊於《載通國際控股有限公司2012年年報》內。

2000至2009年 2000-2009 • 先後引進全港首部歐盟第三代、第四代及第五代環保雙層

巴士。

• 帶頭引入新一代巴士，經改良的車廂更為舒適和實用。

• 為全線巴士安裝八達通卡電子繳費系統，方便乘客繳付車費，並推出全港首創的「資訊娛樂共同睇」巴士，為乘客提供娛樂資訊。

• 在旗下顧客服務中心的多媒體設備加入「數碼地圖乘客諮詢系統」。推出採用發光二極管照明的夜光水晶巴士站柱。

• 開辦來往西鐵元朗站與落馬洲的邊境巴士服務B1路線，以配合香港與深圳之間不斷增長的客運需求。

• 開始採用接近零含硫量的環保柴油。

• Introduced first Euro III, IV and V environment-friendly double-deck buses, the first of their kinds in Hong Kong.

• Pioneered the introduction of a new generation of buses with improved bus compartment design for more comfort and accessibility.

• Equipped all buses with the Octopus Smart Card System for fare payment and Hong Kong’s first multi-media on-board infotainment for passengers.

• Released the “Digital Map Passenger Enquiry System” in multi-media kiosks at customer service centres. Installed innovative luminous crystal bus stop poles, illuminated by LED lighting.

• Launched Route B1, a boundary service running between Yuen Long Railway Station and Lok Ma Chau, serving the growing demand for transport between Hong Kong and Shenzhen.

• Started adopting the more environment-friendly Near Zero Sulphur Diesel.

2010至今 2010-now • 引進全港首部零排放超級電容巴士及電池專營巴士作實地

測試。

• 作為行業先行者，九巴推出免費的智能手機應用程式，提供「點到點搜尋」、「路線搜尋」、「鄰近車站」及「落車提示」功能。

• 九巴推出屯門公路巴士轉乘計劃，節省屯門區居民的交通時間和費用。該轉車站設有創新的巴士到站時間預報系統，提示乘客下一班巴士的到站時間。

• 香港首個區域性巴士路線重組計劃於北區實施。

• 九巴與其巴士製造商共同開發新一代歐盟第五代E500空調雙層巴士，可進一步減低碳排放，並配合未來歐盟第六代引擎甚至混合動力技術的發展。

• 九巴榮獲香港品質保證局頒發OHSAS 18001職業健康和安全管理體系證書，使九巴成為香港首間獲得該項認證的專營巴士公司。

• Trialed Hong Kong’s first zero-emission supercapacitor bus (the “gBus”) and battery operated franchised bus (the “eBus”).

• As a first mover, KMB launched Smartphone app, offering “point-to-point”, “route number” and “nearby bus stop” searches, as well as the “alight reminder” function.

• KMB rolled out the Tuen Mun Road Bus-Bus Interchange Scheme providing Tuen Mun residents with time- and money-saving services. The interchange features the pioneering Estimated Time of Arrival System, which notifies passengers of the next bus arrival time.

• Hong Kong’s first area-approach bus route reorganisation implemented in North District.

• KMB and its bus manufacturer co-developed the new generation E500 Euro V air-conditioned double-deck bus, which can further reduce carbon emissions and is compatible with future Euro VI engine development and hybrid technology.

• KMB was granted OHSAS 18001 certification by the Hong Kong Quality Assurance Agency, making KMB the first local franchised bus company to receive such recognition.

九巴致力為市民及訪港旅客提供優質的專營公共巴士服務，因而採用完善的管理政策及實際措施，以負責任、高透明度、誠實及正直四大準則，維持最高的企業管治標準。

九巴的日常運作涉及不同的持份者，包括乘客、員工、供應商、承辦商、關注組織及政府。為迎合各方面不斷提升的期望，我們安排不同的活動，聆聽各界對我們營運和服務的意見。我們亦透過其他渠道，包括九巴網站、Facebook、公司刊物和記者會等，通知持份者有關九巴工作及成就的最新進展。

KMB is committed to providing quality franchised bus services to members of the public and tourists visiting Hong Kong. To this end, KMB has adopted sound management policies and practices to maintain the highest standards of corporate governance that focus on accountability, transparency, honesty and integrity.

KMB’s operations involve a wide range of stakeholders including passengers, employees, suppliers, contractors, interest groups and the government. To meet ever increasing expectations, we arrange various engagement programmes to listen to views on our operations and services. We also update stakeholders on KMB’s initiatives and achievements through different channels, such as the KMB website, Facebook, corporate publications, and media briefings.

企業管治Corporate Governance

管理策略 Management Strategy

為使公司在營運業務上持守高度的道德價值，並遵循本集團的政策，九巴採用《董事及僱員紀律守則》（「紀律守則」），要求董事和員工在履行其職責時遵守。紀律守則在多方面訂明詳細指引，包括索取、接受和提供利益；應酬；使用專有資訊；處理利益衝突；誤用資產及資源；貸款；賭博；受僱於外間機構；及妥善行使職權。紀律守則亦就董事和員工的個人操守、與供應商和承辦商的關係、對股東的責任、顧客關係、僱傭實務和社會責任提供指引，同時亦作為監察遵守紀律守則的程序及執行方法。此外，九巴的《僱員手冊》清楚列明所有員工不可濫用其職權向公眾索取或收受任何利益；同時，員工在執行日常職務時，若遇上公眾向其提供禮物或金錢時，必須徵求管理層指示，以妥善處理有關的禮物或金錢。《董事及僱員紀律守則》及《僱員手冊》均可於公司內聯網查閱。

九巴是提供平等就業機會的僱主，恪守平等就業機會政策，禁止針對性別、婚姻狀況、懷孕、殘疾、家庭崗位或種族的就業歧視。於招聘過程中，我們以一套劃一的甄選準則公平地考慮所有求職者的申請，考慮申請人的教育和技術程度、工作經驗及年資，同時奉行公平和公正的原則，並嚴格遵從與保護私隱及資料保密相關的法例。

To maintain high ethical values in conducting its business in accordance with the Group’s policies, KMB has adopted the Code of Conduct (the “Code”) for Directors and employees to follow when discharging their duties. The Code provides guidance on such aspects as soliciting, accepting and offering advantages; entertainment; use of proprietary information; handling of conflicts of interest; misuse of assets and resources; loans; gambling; outside employment; and proper use of official positions. The Code provides guidelines on personal conduct, relations with suppliers and contractors, responsibilities to shareholders, relations with customers, employment practices and responsibilities to the community, as well as procedures for monitoring of compliance and means of enforcement. The KMB Staff Handbook clearly states that all staff members should not make use of their position to solicit or receive any advantage from the public. They must also seek instructions from the management when they are offered gifts or money from the public while carrying out their duties. Both the Code and the Staff Handbook are available on the company’s Intranet.

As an equal employment opportunity employer, KMB strictly follows the Equal Employment Opportunity Policy, which prohibits any discrimination on the basis of sex, marital status, pregnancy, disability, family status or race when it comes to employment. All applicants are considered and handled equally during our recruitment process in accordance with the Consistent Selection Criteria, which focus on the educational and technical qualifications of applicants as well as the type and years of experience. We also strictly follow and comply with the principles of integrity and fair play, as well as relevant legislation on data privacy protection and data security.

企業管治 Corporate Governance08

企業管治 Corporate Governance 09

為保持車長團隊的工作效率，我們根據運輸署就車長作息時間的指引編排更份，確保車長享有足夠的休息時間。

我們根據Committee of Sponsoring Organisations

of the Treadway Commission 訂立的框架，制訂及推行管理風險的政策和程序。此框架涉及識別和評估可能阻礙我們達致或提升企業價值的風險，如財務和業務風險，從而制訂及落實合適的應對及監控措施，令公司的風險減至最低。作為風險管理程序的重要一環，我們已制訂確保營運持續性的計劃，並製成書面文件，以助管理層在危機中作出迅速回應，以保證九巴的關鍵業務功能可以儘快回復至可接受的預設水平，藉以保障持份者的利益。同時，九巴定期進行模擬測試及演習，以確保應對措施切實可行。

我們對本地及海外的供應商、承辦商及顧問公司均一視同仁。我們要求供應商及承辦商須以對社會及環境負責任的方式營運業務，並遵守所有法例及監管規定。供應商及承辦商亦必須承諾遵守九巴的「供應商/承辦商的環境保護、健康及安全」守則，內容包括採取有關持續改善環境表現的措施及執行合理的健康及安全程序。九巴禁止僱用任何形式的強迫勞工或童工（即年齡低於當地最低年齡限制或不足16歲的人士）。我們亦會在例如購置新巴士的主要採購項目時，在標書評審準則中考慮社會和環境績效，加入「企業責任考慮」一項。

九巴在業務經營上致力秉持坦誠開放、廉潔和承擔問責的最高操守水平。為貫徹這項承諾，我們鼓勵僱員、業務夥伴、供應商及任何第三方挺身而出，向我們舉報與九巴有關的任何疑似不當行為或舞弊情況。我們會及時並負責任地回應舉報人士的關注。舉報政策及程序已上載於公司內聯網，適用於各職級及各部門的僱員，以及業務夥伴、供應商及與九巴有往來的第三方。

審核委員會全權負責舉報政策的制定，並負責監察和檢討該政策的執行，以及就舉報的調查行動提出相關建議。公司秘書負責監察該政策的日常執行情況，並對該政策的使用及成效作定期監察及檢討。

To maintain a team of highly efficient bus captains, we adhere to the guidelines published by the Transport Department for the arrangement of working hours and rest time, duty assignment and dispatch of bus captains. Such arrangements ensure that all bus captains have sufficient rest time.

We have developed and implemented policies and procedures to manage risks based on the framework issued by the Committee of Sponsoring Organisations of the Treadway Commission. The framework involves identifying and assessing various risks that may prevent us from achieving or enhancing our corporate values, such as financial and operational risks. Appropriate responses and controls are formulated and implemented to minimise the exposure to risk of our operations. We have also formulated and documented a Business Continuity Plan, as an integral part of our risk management process, which enables management to safeguard stakeholder value in a crisis by prompt response and resumption of KMB’s critical business functions at an acceptable pre-defined level. We perform walk-through tests and drills periodically to ensure that these responses are practicable.

We manage all suppliers, contractors and consultants equally without any preference for local or overseas parties. Suppliers and sub-contractors are expected to comply with all applicable legal and regulatory requirements and conduct their operations in a socially and environmentally responsible manner. Suppliers and sub-contractors are required to declare their compliance with KMB’s “Environmental Care, Health and Safety of Suppliers/Sub-contractors” guidelines, which include measures related to continual improvement of environmental performance and the implementation of proper health and safety procedures. No use of forced labour in any form or child labour (persons below the local minimum age or below the age of 16) is permitted. For major procurement, such as the purchase of new buses, we will take social and environmental performance into account by incorporating our “Corporate Responsibility Considerations” in the tender assessment criteria.

Through its business operations, KMB is committed to a high level of standards in respect of openness, probity and accountability. To this end, we encourage employees, business partners, suppliers and any third party who might have concerns about any suspected misconduct or malpractice with regard to KMB to raise their concerns to us. We will respond to their concerns in a timely and responsible manner. The whistle blowing policy and procedures are available on the company’s Intranet and applicable to all levels of staff members as well as to business partners, suppliers and any third party that deals with KMB.

The Audit Committee has overall responsibility for the whistle blowing policy, reviewing the operation ofthe policy and proposing any recommendations for action resulting from investigation into complaints. The Company Secretary is assigned to oversee the day-to-day implementation of the policy, monitoring the use and effectiveness of the policy on a regular basis.

KMB and its holding company, Transport International Holdings Limited (“TIH”) maintain a clear organisational structure with delineated lines of authority and control responsibilities which are clearly defined in writing and documented in organisational charts and job manuals for individual operating and business units. Management is responsible for designing, adopting and maintaining internal controls, formulating operational plans and preparing financial budgets, setting out the resources to be allocated according to the identified and prioritised business opportunities. We have also developed sets of robust and stringent internal control measures, such as management reporting systems and internal audit control procedures, to guarantee effective implementation and monitoring of our daily operations.

The governance structure of TIH and KMB is as follows.

The TIH Board of DirectorsThe overall management of the Company’s business is vested in the Board, which currently comprises the Chairman (an Independent Non-executive Director), four Independent Non-executive Directors, seven Non-executive Directors, the Managing Director and two Executive Directors. The Board is responsible for leading the Group’s development, setting the Group’s strategic goals, ensuring the availability of necessary resources for the Group to achieve its strategic goals and for running the Group’s businesses in the best interests of its stakeholders.

Nomination CommitteeThe role of the Nomination Committee is to identify appropriate candidates with suitable skills and experience regardless of their gender and race for consideration by the Board. The Committee also ensures that the appointment of Directors has undergone formal, stringent and transparent procedures.

管治架構 Governance Structure

九巴及其控股公司載通國際有限公司（「載通」）制定清晰的企業管治架構，監控層次分明，以組織架構圖及工作手冊形式，清晰界定及記錄個別營運及業務單位的權限及監控責任。管理層負責規劃、採用和管理內部監控，並編制營運計劃和財務預算，以便按照經確定及須優先把握的商機來分配資源。我們又訂立嚴謹的內部監控措施，包括管理匯報制度、內部稽核及監控程序，以確保有效執行及監察日常運作。

以下為載通及九巴的管治架構。

載通董事會董事會負責管理公司的整體業務，成員包括主席（獨立非執行董事）、四位獨立非執行董事、七位非執行董事、董事總經理及兩位執行董事。董事會負責領導集團發展、訂立集團的策略性目標，同時確保集團擁有所需的財政及其他資源，以實現預定的策略性目標，並以持份者的最佳利益為依歸經營集團業務。

提名委員會提名委員會負責物色擁有合適技能及經驗的人士，不論性別或種族，供董事會作出考慮，以確保董事委任乃按正式、嚴謹及透明的程序進行。

年齡組別 男性 女性Age Group Male Female

30-50歲 30-50 2 0

50歲以上 Above 50 12 1

總數 Total 14 1

董事會成員以年齡組別及性別分類（截至2014年3月） Composition of the Board of Directors Broken Down by Age Group and Gender (as of March 2014)

企業管治 Corporate Governance10

常務委員會 Standing Committee

審核委員會 Audit Committee

稽核部 Internal Audit Department

董事會 Board of Directors

薪酬委員會 Remuneration Committee

提名委員會 Nomination Committee

企業管治 Corporate Governance 11

Remuneration CommitteeThe Remuneration Committee is delegated with the responsibility for formulating remuneration policies, including the establishment of guidelines to determine terms and conditions of employment, remuneration and retirement benefits of Directors and employees of the Group. It also sets appropriate criteria for the distribution of performance-based bonuses, and reviews and makes recommendations to the Board on human resources-related policies in line with the Group’s goals and objectives.

The level of remuneration for the Directors, management and employees is determined based on the principles of performance, fairness, transparency and market competitiveness, while other remuneration elements also apply.

Audit CommitteeThe Audit Committee is delegated with the responsibility for overseeing the financial reporting process, internal control procedures and the risk management system of the Company, and its relationship with external auditors. With the assistance of external auditors and the Internal Audit Department, the Audit Committee provides strong assurance regarding the quality and effectiveness of the Company’s control practices.

Standing CommitteeThe Standing Committee is responsible for advising and assisting the Board in formulating policies and for monitoring the implementation of such policies by management. Responsibilities include reviewing and discussing financial, operational and strategic issues in relation to current businesses as well as potential investment opportunities for the Group, and reporting findings and making recommendations to the Board on such matters directly.

薪酬委員會薪酬委員會負責制訂薪酬政策，包括訂立本集團董事及員工的聘用條款、薪酬及退休福利的指引。委員會同時釐定按表現分派花紅的適當準則，並根據集團的目標及目的，就人力資源的有關政策進行檢討，並向董事會提出建議。

委員會會根據工作表現、公平、透明度及市場競爭力的原則，並結合不同薪酬元素釐定董事、管理層及員工的薪酬水平。

審核委員會審核委員會負責監察公司的財務報告程序、內部監控程序和風險管理系統，及公司與獨立核數師的關係。審核委員會在獨立核數師及稽核部的協助下，為公司監控實務的質素及成效提供有力保證。

常務委員會常務委員會負責向董事會提供意見及協助其制訂政策，同時監察管理層在執行政策時的表現。職務範圍包括檢討和商議與現時業務及潛在投資機會相關的財務、營運及策略事宜，並直接向董事會匯報討論結果及提出建議。

稽核部Internal Audit Department

商務及資產管理部Commercial and

Facilities Management Department

企業傳訊部Corporate

Communications Department

車務配置部Commercial Deployment Department

保險部Insurance

Department

顧客服務部Customer Service

Department

策劃及發展部Planning &

DevelopmentDepartment

採購部Purchasing

Department

資訊科技部Information Technology Department

對外事務組External Affairs

Section

安全及服務質量部Safety and Service

Quality Department

辦公室行政部Office Administration

Department

公司秘書Company Secretary

人力資源部Human Resources

Department

車廠總主管Head of Depots

九龍灣廠Kowloon Bay Depot

沙田廠Sha Tin Depot

財政部Treasury Department

荔枝角廠Lai Chi Kok Depot

財務會計部Accounts Department

屯門廠Tuen Mun Depot

交通部Traffic Department

財務策劃及成本會計部

Financial Planning & Costing Department

工程部Service Department

副董事總經理Deputy

Managing Director

董事總經理Managing Director

九巴公司架構 KMB Organisational Chart

商務總監Commercial

Director

企業事務總監Corporate Affairs

Director

運輸發展總監Transport

Developmemt Director

車務總監Operations

Director

財務及行政總監Finance &

Administration Director

G

A

B

FI

J

L

D

獎項及殊榮Recognition and Awards

We strive to deliver excellent public transport services in a sustainable manner and are always gratified to receive recognition for our efforts and achievements. The awards and accolades we received during the reporting year from various professional bodies are given below:

我們致力以可持續方式提供卓越的巴士服務，並欣然得到各界認同我們的努力和取得的成就。在報告匯報的年度內，我們獲得以下由多個專業團體頒授的獎項及殊榮：

獎項及殊榮 Recognition and Awards 13

A: KMB received the “Class of Excellence” Wastewi$e Label in the Hong Kong Awards for Environmental Excellence organised by the Environmental Campaign Committee.

B: The KMB website won the Gold Award in the Web Accessibility Recognition Scheme 2012-13 organised by the Office of the Government Chief Information Officer and the Equal Opportunities Commission.

C: The KMB website won the Internet Professional Association’s Diamond Award in the 2011-2012 WebCare Award.

D: The KMB website won the Gold Prize for Corporate Group in the 2012 Top 10 .hk Website Competition organised by the Hong Kong Internet Registration Corporation Limited.

E: KMB’s “gBus Promotion Campaign” won the Silver Award in the Category of Environmental Protection in the 10th China Best Public Relations Case Competition organised by the China International Public Relations Association.

F: KMB won the Jury Grand Prize in the Public Transport Category of the Prestigious Corporate Brand Awards 2012 organised by The Chinese University of Hong Kong and Ming Pao.

G: KMB won the 2012-2013 Yahoo! Emotive Brand Awards (Logistics/Transportation Category).

H: KMB’s 2011 Corporate Social Responsibility Charter won the Award of Excellence in the Apex Awards for Publication Excellence 2012 organised by Communication Concepts of Springfield USA.

I: KMB received the “Outstanding Corporate Partnership Award” from Tung Wah Group of Hospitals.

J: KMB was named a Caring Company by the Hong Kong Council of Social Service for over ten years.

K: KMB received the Award of Distinction from The Community Chest of Hong Kong for its support and participation in various fund-raising activities.

L: KMB received the Tai Po District Civic Education Outstanding Enterprise Award from the Tai Po District Civic Education Campaign Organising Committee.

企業層面 Corporate Level

企業品牌層面 Brand Level

社區層面 Community Level

A: 九巴於環境運動委員會舉辦的「香港環保卓越計劃」中，獲得「卓越級別」減廢標誌。

B: 九巴網站獲得由政府資訊科技總監辦公室及平等機會委員會舉辦的「2012-2013無障礙網頁嘉許計劃 – 金獎」。

C: 九巴網站獲得互聯網專業協會頒發的「2011-2012無障礙優異網站獎 – 鑽石大獎」。

D: 九巴網站獲得香港互聯網註冊管理有限公司舉辦的「2012香港十大『.hk』網站選舉 – 企業組金獎」。

E: 九巴的「gBus超級電容巴士宣傳推廣活動」獲得中國國際公共關係協會頒發「第十屆中國最佳公共關係案例大賽 – 環境保護組別銀獎」。

F: 九巴於香港中文大學與《明報》合辦的2012 「卓越企業品牌選舉」中，榮獲對內公共交通 類別的評選團大獎。

G: 九巴奪得「Yahoo! 感情品牌大獎 2012-2013 – 運輸/交通界別」。

H :《 九 巴 企 業 社 會 責 任 約 章 2 0 1 1 》 獲 得 由 Communication Concepts of Springfield USA舉辦 的「2012 Apex Awards for Publication Excellence」 頒發優異獎。

I: 九巴榮獲東華三院頒發「傑出企業伙伴合作大獎」。

J: 九巴連續十年以上獲得香港社會服務聯會頒發 「商界展關懷」標誌。

K: 九巴獲得香港公益金頒發「公益優異獎」，表揚其支持及參與多項籌款活動。

L: 九巴獲得由大埔區公民教育運動委員會頒發的 「大埔區傑出商企公民獎」。

優質服務 Quality Service

九巴的車隊每天服務約260萬人次的乘客，我們視安全和可靠的服務為首要任務，並致力不斷為市民提供優質的服務。

Serving around 2.6 million passenger-trips every day, KMB makes safe and reliable services its first priority and is fully committed to providing quality services to the public.

優質服務Quality Service

優質服務 Quality Service 15

Bus Maintenance and Enhancement

All buses in the KMB bus fleet are subject to a stringent maintenance regime at the depots that is certified to applicable ISO standards, comprising daily checks, monthly inspections, and semi-annual and annual inspections for the Certificate of Roadworthiness. Before service each day, a bus must go through a daily check for interior or exterior damage, as well as checks of the fare display, the Autotoll tag and the Octopus card reader. KMB has established a programme for regular maintenance and ad-hoc bus repair. After receiving reports of any defects from bus captains, KMB’s maintenance staff will perform rectification as soon as practicable. Replacement of critical components and installation of protective sleeves on oil hoses and electric cables are also scheduled by our maintenance staff to minimise fire hazards. In addition, our franchised buses are monitored by means of random inspections by the Transport Department of the HKSAR Government.

In 1997, KMB launched the world’s first super-low floor, wheelchair accessible double-deck bus. Our latest double-deck buses feature a wide air-conditioned compartment with advanced temperature and humidity controls and electrostatic air filtration, straight staircases for convenient access to the upper deck, 2+2 seating for increased comfort, priority seats for passengers in need,

在恪守法規之餘，我們為了培養安全工作文化，依照安全守則，承諾為可能受九巴巴士業務及工作活動影響的人士，提供安全健康的環境，以盡量降低意外受傷及健康受損的風險。各級員工均有責任恪守適用於九巴巴士業務和工作活動的法例及其他規定。我們亦定期檢討安全守則，確保符合九巴業務的最新發展方向。

九巴採納「計劃、執行、檢查、實踐」方式來管理安全及健康事宜，我們根據職業安全健康管理系統（「OHSAS」）18001的國際標準，成功落實一個安全管理系統，以持續改善安全表現。九巴於2012年8月榮獲香港品質保證局頒發職業安全健康管理系統OHSAS 18001證書，成為九巴業務上一個重要的里程碑，並使九巴成為香港首間獲得該項認證的專營巴士公司。

一直以來，我們的每年整體意外率都保持於低水平。按一百萬行車公里計算，由2002年1月至2013年6月，有關數字維持在3宗左右。九巴積極主動地預防和減低風險，建立安全管理系統，透過加強巴士維修及設計、培訓及教育前線員工、推廣乘客安全意識，持續改善各營運層面的安全表現。

巴士維修及提升

所有九巴巴士均須進行經ISO認證嚴謹的定期保養安排，包括每日、每月、每半年及每年在車廠內進行檢查，以確定巴士適合在路上行駛。巴士每天接載乘客前都需進行檢查，包括檢查巴士車廂及車身表面損毀、車資顯示器、快易通感應器及八達通讀卡器。此外，維修組員工會定期及按需要進行保養及維修項目。當車長發現巴士出現問題並向維修組匯報情況後，維修人員會盡快進行維修。維修人員亦會定期更換關鍵組件及因應需要為油管和電線加裝保護喉套，以減少起火意外。此外，我們的專營巴士亦接受香港特區政府運輸署的定期隨機抽樣檢查。

於1997年，九巴率先引入全球首部可供輪椅上落的超低地台雙層巴士。我們最新的雙層巴士設有寬敞的車身、附設先進溫度和濕度控制及靜電空氣過濾裝置的空調車廂、讓乘客更方便上落車廂上層的筆直梯級、增加乘坐舒適感的2+2座位、為有需要人

In order to cultivate a safe working culture that goes beyond regulatory compliance, we have adopted a Safety Policy that describes our commitment to providing a safe and healthy environment for individuals who may be affected by KMB’s bus operations and work activities, while minimising the risk of injury and ill health. Staff members at all levels need to comply with regulatory and other applicable requirements with regard to bus operations and work activities. We also review the Safety Policy periodically to ensure that it is in line with latest development of KMB’s operations.

Having adopted a “Plan-Do-Check-Act” approach for safety and health management, KMB has successfully implemented a safety management system to support continual safety performance improvement in accordance with the international standards of Occupational Health and Safety Assessment Series (“OHSAS”) 18001. In August 2012, KMB was granted OHSAS 18001 certification by the Hong Kong Quality Assurance Agency, marking a significant milestone for KMB’s operations and making KMB the first local franchised bus company to receive such recognition.

Over the years, we have kept the annual accident rate at a low level. In the period from January 2002 to June 2013, the accident rate was around 3 per million vehicle-kilometres. To prevent and mitigate risk, KMB’s safety management system drives continual enhancement of the safety performance of all aspects of our business through bus maintenance and design enhancement, and frontline staff safety training and education, as well as passenger safety awareness promotion.

安全第一 Safety as Priority

士提供的關愛座、車門附近充足的輪椅空間、顏色鮮明的扶手、以及隨手可及的停車電鐘掣。在最後一批非空調雙層巴士於2012年5月退役後，九巴車隊現已全部為空調巴士。

所有新型的九巴雙層巴士均配備三合一綜合安全監察系統，有助車長監察巴士上層的情況、在倒車時查看車後的物件、以及留意乘客下車的情況。為提升這個系統以加強巴士乘客的安全，我們正對一套覆蓋車門位置、駕駛座、上下層車廂和樓梯的影像記錄系統進行實驗測試。其他加強巴士安全表現的裝置，包括以車速限制裝置將車速限制在時速70公里，以及用電子速度記錄儀記錄巴士操作資料。至2013年6月，九巴已有3,819部巴士安裝了電子速度記錄儀。

前線員工的培訓及教育

九巴致力培育重視安全的專業車長，在沙田車廠營辦車長訓練學校，為新入職和現職車長提供全面的培訓課程，確保巴士車長以安全駕駛為首要目標。車長訓練學校設有最先進的巴士模擬駕駛室，透過模擬現實世界，讓車長改善駕駛技術，使他們得以應付路面困難的駕駛情況。九巴於2012年10月首推「伴你同行」計劃，協助新入職車長認識我們安全的工作環境，並讓他們從經驗豐富的車長身上學習駕駛知識。

ample space near the entrance or exit for wheelchair users, and brightly-coloured handrails and push bells for easy access. Since the replacement of the last batch of non air-conditioned buses with newer models in May 2012, the bus fleet of KMB is fully air-conditioned.

All new KMB double-deck buses are equipped with a three-in-one safety monitoring system, providing bus captains with a convenient interface to observe the condition on the upper deck, objects at the back of the bus when reversing and the real-time situation of alighting passengers. To further expand this system to improve on-board safety, trial runs of a prototype image-recording system are currently in progress, covering the entrance and exit, the driver’s cabin, the lower and upper decks and the staircase. Other technologies fitted on buses to enhance safety include speed limiting devices which restrict the bus speed to 70 km/h and electronic tachographs that record bus operational details. As at June 2013, a total of 3,819 KMB buses had been installed with electronic tachographs.

Frontline Staff Safety Training and Education

KMB is committed to the development of its professional and safety-minded frontline staff. A comprehensive training curriculum is offered to both new and existing bus captains at KMB’s Bus Captain Training School at Sha Tin Depot, giving top priority to safe driving skills. The state-of-the-art Driving Simulator Studio equipped is able to create different virtual environments to equip bus captains with the skills to handle difficult situations on the road. In October 2012, KMB introduced a “KMBuddy Driver Programme” so that new bus captains can learn more about our safe working environment and driving requirements from bus captains with extensive experience.

優質服務 Quality Service16

優質服務 Quality Service 17

為確保提供安全及可靠的巴士服務，我們又為員工提供一系列與日常工作有關的指引及工作程序，包括《車長安全駕駛手冊》、「安全駕駛卡」、「駕駛貼士」、「車長工作指引」、以及巴士總站安全運作及交通意外處理方法的步驟。另外，我們設計了一套90分鐘關於防衛性駕駛培訓計劃及緊急處理巴士火警的安全短片，以進一步提高車長的安全駕駛意識。憑著優秀的車長訓練計劃，九巴的「新車長基礎訓練計劃」，獲得香港管理專業協會頒發2013年度最佳管理培訓及發展計劃獎項卓越獎（技術訓練組）。

九巴製作了「注意路段駕駛貼士」資料庫，並已上載至內聯網，為車長提供一個平台，讓他們與同事分享有關香港地區注意路段的實用駕駛貼士。資料庫列出所有相關路線，並附加相片及平面圖，更備有經驗老到的車長所建議的駕駛貼士。我們正不斷優化資料庫，整合不斷研究所涉路線的成果及前線員工所提出的最新資訊。

此外，我們成立了「前線運作支援小組」，加強車長與管理人員就營運事項的溝通。而從「乘客意見系統」所收集的意見，則有助車長改善駕駛技術及安全意識。

推廣公眾安全意識

除了建立內部系統，九巴亦逐步提高公眾的安全意識。為鼓勵乘客關懷並讓座予有需要人士，如長者、傷健人士、孕婦和帶同嬰孩的乘客等，我們於2012年3月推出「關愛座」計劃，所有九巴巴士位於下層近落客車門處均預留四個關愛座。除了為關愛座配置設計鮮豔的頭枕，我們亦於車廂內醒目位置貼有乘客讓座提示以配合該計劃。

另外，九巴於2013年中旬推出一系列嶄新的安全訊息，在車廂內的多媒體系統及報站系統播放，提醒乘客緊握扶手，訊息以廣東話、英語及普通話播 放 。 同 時，巴士多媒體系統亦播放一套名為「巴士仔說：請緊握扶手，安全第一！」的動畫，並與報站系統一樣，包含以兩文三語錄製的五條安全訊息，在九巴巴士上播放。

此外，我們與東華三院、運輸署及18個區議會的交通及運輸委員會合作，於2012年9月委任了90名九巴長者安全大使。

To ensure safe and reliable bus services, we have also created a series of guidelines and procedures for staff members to observe during daily operations, including the “Bus Captain Safe Driving Handbook”, “Safe Driving Card”, “Driving Tips”, and “Bus Captain Working Procedures”, as well as the procedures for Bus Terminus Safety Operations and Traffic Accident Handling. In addition, a 90-minute training programme on defensive driving and a film on bus fire drills have been developed to further strengthen bus captains’ safety training. The excellence of KMB’s bus captain training programme received recognition in 2013 when the New Bus Captain Basic Training Programme was granted the Award for Excellence in Training and Development in the Skills Training Category by The Hong Kong Management Association.

KMB has created an Intranet database called “Driving Tips in Special Attention Areas” to provide bus captains with a platform for sharing useful tips and best practices with their colleagues in respect of some special attention areas in Hong Kong. Relevant bus routes are illustrated with photos and drawings, supplemented by driving tips from experienced bus captains. The database is constantly updated to incorporate the results of on-going route study analysis and the latest information contributed by frontline staff.

A Frontline Operations Support Team has been established to foster closer communication between management and bus captains on operational issues. Feedback collected through the Customer Suggestion System also helps bus captains further improve their driving skills and awareness.

Public Safety Awareness Promotion

In addition to establishing internal controls, KMB takes steps to boost public awareness of safety issues. The launch of the “Priority Seats” scheme in March 2012 encourages passengers to give their seats to fellow passengers in need, namely the elderly, the disabled, pregnant women and passengers with infants. All KMB buses are equipped with four priority seats close to the exit on the lower deck. Besides applying eye-catching headrests for Priority Seats, passenger notices tying in with the campaign are also prominently displayed in the bus compartment.

Separately, KMB launched a series of new safety messages in mid-2013. Broadcast on both the Multi-media On-board system (“MMOB”) and the Bus Stop Announcement System (“BSAS”) and in Cantonese, English and Putonghua, the safety messages serve as friendly reminders to hold the handrails. Meanwhile, the MMOB version is centred on a visual animation called “KMB Bus Boy says: Please hold the handrail - Safety first!” Like the BSAS version, it consists of five safety messages in trilingual format that will be played on KMB buses.

In addition, KMB appointed 90 KMB Elderly Safety Ambassadors in September 2012, in collaboration with the Tung Wah Group of Hospitals, the Transport Department and the Traffic and Transport Committee of the 18 District Councils.

認證單位 所獲認證Certified Area Certification Achieved

•九巴總部 KMB Headquarters ISO 9001:2008•工程部九巴總修中心 Service Department KMB Overhaul Centre•工程部主件大修廠 Service Department Unit Overhaul Centre•交通部及車廠 Traffic Department and Depots

•沙田車廠 Sha Tin Depot ISO 14001:2004•荔枝角車廠 Lai Chi Kok Depot

•車務部 Operations Division OHSAS 18001:2007

•九龍灣車廠 Kowloon Bay Depot 「Q嘜環保管理計劃」認證•荔枝角車廠 Lai Chi Kok Depot Hong Kong Green Mark Certification•沙田車廠 Sha Tin Depot•屯門車廠 Tuen Mun Depot

九巴善用高效率的營運管理，每天為顧客提供可靠及優質的巴士服務。我們定期監控營運表現方面的重要表現指標，包括機械可靠性及車隊運作能力：

• 基於嚴格的保養計劃，九巴車隊的機械可靠性達到優秀的水平。機械可靠性指標是指每部巴士平均行走多少公里後，才會在載客途中發生機械故障。由2012年7月1日至2013年6月30日，九巴車隊的機械可靠性，對比目標指標45,000公里：1，為45,938公里: 1 。

• 車隊運作能力指標是指早上7時至9時的繁忙時間，在整個巴士服務網絡內，向繁忙方向開出的實際班次，與時間表預定開行班次的比例。於2013年首六個月，九巴的車隊運作能力對比目標指標100%，為98.64%。

卓越營運

為持續改進以達致卓越服務，九巴根據國際標準實行多項管理系統。除取得OHSAS 18001「職業安全管理體系」認證外，九巴亦成功獲取ISO 9001「品質管理體系」及ISO 14001「環境管理體系」認證。

與此同時，九巴是首間獲香港工業總會轄下的香港優質標誌局頒發證書的上市公共運輸機構，確認九巴的四個主要營運車廠均符合「香港Q嘜環保管理計劃」所規定的標準。有關車廠須按照規定每季進行監督審核，以確保符合嚴謹的環境管理標準。

We at KMB leverage efficient operational management to offer reliable and quality bus services to passengers every day. We regularly monitor key performance aspects of operational management, such as mechanical reliability and operational capability:

• Thanks to a rigorous maintenance programme, KMB’s buses achieve a high level of mechanical reliability, which is defined as the average number of kilometres a bus operates before it experiences one mechanical breakdown on the road with passengers on board. The mechanical reliability of KMB’s fleet was 45,938 km : 1 for the period from 1 July 2012 to 30 June 2013 against a target of 45,000 km : 1.

• The indicator of operational capability refers to the ratio of actual to scheduled departures in the peak direction during the peak operational hours of 7:00 to 9:00 a.m. across the entire bus network. KMB achieved the operational capability of 98.64% for the first six months of 2013 against a target of 100%.

Operational Excellence

In pursuit of continual improvement in service excellence, KMB has implemented management systems in accordance with international standards. Besides OHSAS 18001 certification for its Safety Management Systems, KMB also has ISO 9001 certification for its Quality Management Systems and ISO 14001 certification for its Environmental Management Systems.

KMB is also the first listed public transport organisation to receive Green Mark Certification for its four major operating depots from the Hong Kong Q-mark Council of the Federation of Hong Kong Industries. The depots are subject to quarterly surveillance audits to ensure compliance with a set of stringent environmental management standards.

嚴格管理 Operational Management

優質服務 Quality Service18

優質服務 Quality Service 19

服務網絡

九巴致力回應乘客的需要及提供優質的服務，持續投入於優化巴士路線及提升服務設施。

為配合市場需求及更好地滿足乘客的需要，九巴會重組客量低的路線，所節省的資源將重新投放於需求高的地區及引入新的快線服務。這做法不僅對巴士乘客有利，還有助緩和交通擠塞及紓減票價壓力。

鑑於就個別路線重組巴士服務的成效有限，九巴採用了「區域性模式」的路線重組計劃，按每個地區的需要重組巴士服務。全港首個「區域性模式」巴士路線重組計劃在北區實施，從2013年8月17日起分三個階段落實。重組計劃涉及二十多條巴士路線，北區乘客搭乘區內巴士路線到上水或華明轉乘站，轉乘連接外區的快線服務，可享有轉乘優惠。透過檢視整個地區的巴士服務網絡，而不只是著眼於個別路線，我們能更有效地作出策略性規劃及執行，為市民提供更直接、更快捷的巴士服務。我們亦會使用香港新建的高速公路網，推出更多快線服務。

八達通巴士轉乘計劃

八達通巴士轉乘計劃為乘客提供第二程接駁巴士的車資折扣優惠，同時亦擴大了網絡的覆蓋範圍。截至2013年6月底，九巴共營辦84項八達通巴士轉乘計劃，覆蓋三分之二的路線。我們將繼續努力，進一步擴大八達通巴士轉乘計劃的覆蓋範圍。

車廠及設施

位於九龍灣、沙田、荔枝角及屯門的四個主要車廠備有先進的設施，為整個巴士隊伍提供日常保養及維修服務，另有十個較小型的車廠提供停泊及小規模的保養服務。而位於屯門的九巴總修中心則為車隊提供全面維修服務。

Service Network

Dedicated to addressing passengers’ concerns and providing top notch services, KMB continues to focus on optimising bus routes and upgrading its service facilities.

To address fluctuations in market demand and better meet passenger needs, the viability of bus routes is regularly reviewed to identify routes with low ridership. By reorganising these routes, KMB is able to release valuable resources for redeployment in areas with higher passenger demand and introduce new express routes. In addition to benefiting passengers, such route reorganisation will also help ease traffic congestion and reduce the pressure on fare adjustment.

Realising the limited effect of reorganisation on a route by route basis, KMB is adopting the “area approach” to revamp bus services in a holistic way on a district basis. Hong Kong’s first “area approach” reorganisation was implemented in North District in three phases starting on 17 August 2013. As a result of the reorganisation, which is set to involve more than 20 routes, passengers will enjoy interchange discounts when they change buses at the Sheung Shui and Wah Ming Interchanges. By reviewing the service network across an entire district, instead of focusing on individual bus routes, more efficient strategic planning and implementation is able to provide the public with more direct and convenient bus routes. By using the enhanced local highway infrastructure, more express routes can also be introduced.

Octopus Bus to Bus Interchange (BBI) Schemes

The BBI schemes provide fare discounts to passengers on the second leg of journeys while broadening our network coverage. As at the end of June 2013, KMB operated 84 BBI schemes covering two thirds of our bus routes. To provide enhanced coverage for customers, we will continue to work towards further improvement of the Octopus BBI scheme within the KMB network.

Depots and Facilities

KMB’s four major depots at Kowloon Bay, Sha Tin, Lai Chi Kok and Tuen Mun are equipped with advanced facilities to support routine maintenance and repair services for the entire bus fleet. Ten smaller depots provide parking and minor maintenance services. In addition, the KMB Overhaul Centre in Tuen Mun provides a wide range of services for its fleet.

車廠 服務地區 總樓面面積 截至2013年6月30日Depot Areas served （平方呎） 服務的巴士數目 Gross floor area Number of buses served (square feet) as at 30 June 2013

九龍灣車廠 Kowloon Bay Depot 九龍東 East Kowloon 768,038 1,028

沙田車廠 Sha Tin Depot 新界東、北 North and East New Territories 720,005 1,102

荔枝角車廠 Lai Chi Kok Depot 九龍西、南 South and West Kowloon 648,946 839

屯門車廠 Tuen Mun Depot 新界西 West New Territories 148,961 851

九巴總修中心 KMB Overhaul Centre 全部（總修服務）All (for overhaul services) 380,915 全部 All

與此同時，九巴亦提升了其他服務設施：

• 我們推出全新的夜光水晶巴士站柱設計，凸顯簡約及時尚的概念。在配有四方水晶站牌的同時，保留了九巴傳統紅色圓形站牌式樣。站牌上使用較傳統巴士站柱更大的字體標示巴士站的中英文名稱。站柱上的巴士路線資料盤，採用多面式設計，可作三百六十度旋轉，方便乘客迅速查閱路線資料。九巴現已安裝了約200枝全新的夜光水晶巴士站柱。環保的夜光水晶巴士站柱採用無污染的LED光管照明，由氧化矽充電式電池供應電力，並安裝了計時器，以進一步節約用電。

• 由2012年1月至2013年6月，九巴加建了31座候車亭，令候車亭總數增至2,454個，為乘客帶來更舒適的候車環境。

• 我們於大部份巴士上安裝「路訊通」流動多媒體系統，為乘客提供娛樂資訊。

• 電子報站系統以廣東話、普通話及英語三種語言廣播，並透過LED顯示屏展示下一個巴士站的中英文名稱，方便乘客識別目的地。

• 截至2013年6月，我們已提升了22個巴士總站的乘客資訊設施，讓乘客可從資訊顯示板上放大的平面圖中搜尋巴士站的位置。路線資料表亦為乘客提供目的地的中英文名稱、座標參考編碼、月台號碼及各巴士路線的車費。大型巴士資訊顯示板的安裝能讓乘客迅速地尋找上車位置。

• 設於九巴各巴士總站的「綜合巴士服務資訊顯示系統」，使用大型LED顯示屏向乘客顯示巴士服務資訊，包括巴士路線目的地、開出時間、車費和重大交通事故等。於2012年年底，共有28個巴士總站安裝了「綜合巴士服務資訊顯示系統」，讓九巴總部及巴士總站的人員透過閉路電視傳送的圖像，監控巴士總站及四周的交通及運作情況。

• 位於巴士總站及巴士站的巴士路線圖已重新設計，為乘客提供更多詳細的資料，包括每條路線途經分站名稱、班次及車費，並於車站及總站的路線圖加上「你在此」的標示，為乘客提供清晰指示。

Additionally, KMB has implemented a number of upgrades of its facilities:

• The design of our new luminous crystal bus stop pole reflects the twin concepts of simplicity and radiance. The pole features a rectangular crystal bus stop sign with the classic KMB red circular pattern. The sign gives bus stop names in English and Chinese in larger fonts than traditional bus stop poles. The pole’s multi-sided, 360-degree rotating panel gives passengers access to route information quickly and easily. Around 200 new crystal bus stop poles have been installed in strategic areas. The environment-friendly pole’s pollution-free LED lighting is powered by a silicon rechargeable battery, with a timer installed to further save energy.

• 31 bus shelters were installed from January 2012 to June 2013, bringing the total number of KMB bus shelters to 2,454 and providing our passengers with a more amiable waiting area.

• The RoadShow Multi-media On-board service systems are now available on most of our buses, broadcasting infotainment to passengers.

• The trilingual Electronic Bus Stop Announcement System can support voice messages relayed in Cantonese and Putonghua as well as English. The name of the upcoming bus stop will also be displayed in Chinese and English on screens in the bus.

• As at June 2013, we had upgraded information facilities at 22 major bus termini to help passengers find the location of bus stops by using an enlarged floor plan on information boards. Accompanying route information tables provide passengers with bilingual destination names, grid reference codes, platform numbers and fares of our bus routes. The provision of these large information boards enables passengers to find their boarding point more quickly.

• KMB’s major bus termini feature the Integrated Bus Service Information Display System (“IBSID”), which displays information on bus route destinations, departure times and fares as well as major traffic disruptions on large LED display panels. IBSID also relays pictures of the traffic and operating conditions in the area surrounding the termini at headquarters and at the termini themselves via closed circuit television. At the end of 2012, IBSID had been installed in 28 bus termini.

• The new design of the bus stop route information displayed at bus termini and bus stops provides more detailed information about bus stop names, frequencies and fares of different routes. We also publish “You are here” indicators at bus stops and bus termini to provide clear directions to passengers.

優質服務 Quality Service20

優質服務 Quality Service 21

• 屯門公路轉車站第一期於2012年12月26日啟用，服務由屯門前往九龍方向的乘客。第二期於2013年7月27日投入服務。乘客於轉車站轉乘任何停靠該轉車站的路線，均可享有折扣優惠。往九龍和屯門方向的轉車站先後啟用，大大提升了屯門與市區的連通性，使乘客可以到達從前不能直接到達的目的地。此外，乘客在來往屯門及其他地區時，不但能節省時間，而且享有更多巴士路線的選擇。

• 九巴於屯門公路轉車站率先試用由內部研發的「巴士到站時間預報系統」。巴士到站時間預報系統配合全球定位技術，計算出巴士的到站時間。這系統深受使用屯門公路轉車站乘客的歡迎。

資訊科技的應用

九巴廣泛採用先進的資訊科技來監察營運表現、加強內外溝通，以及提升生產力。截至2012年底止 ， 九 巴 在 各 設 施 內 共 安 裝 了 1 , 8 9 5 部 個 人電 腦 ， 透 過 高 速 通 訊 線 路 連 接 九 巴 總 部 內 的113部伺服器。這個數據網絡將九巴總部、車廠、巴士總站及顧客服務中心之間的運作綜合起來。此外，我們在日常的營運及財務管理中已投入使用約38套應用軟件，其中包括公司自行編寫的程式和專利軟件。我們持續提升資訊科技系統，藉以加強車隊和車廠的營運、人力資源管理及成本控制，從而改善顧客服務。

•「巴士車內監察系統」提供車長駕駛表現報告，以供車廠和各部門進行分析，從而提升駕駛安全和乘客舒適感方面的訓練標準。

• 九巴在163個巴士總站安裝「站務管理系統」， 車長只需出示個人化的八達通卡向巴士總站

報到，系統便會顯示下一個開出時間及特別指示，從而協助對日常巴士運作的管理。巴士到站及開出的數據會作記錄及提供予總部及

車廠，以便作出必要的服務調配。

• 九巴的「交通運作管理系統」透過手提無線射頻閱讀器，讓車廠員工記錄巴士停泊位置，以供車長於派更部取閱，方便進行派更工作。此外，系統可讓管理層掌握派更事宜，並優先調派低排放的巴士行走交通繁忙的路段。

•「巴士保養資訊系統」透過向管理人員提供巴士車型、維修和保養記錄、主要零件大修及維修人員的工作記錄的資料，監察維修費用並協助分配工作。

•「八達通管理系統」透過存取八達通收費器的詳細保養記錄，及追蹤仍未下載車費收入記錄或未有最新車費資料的收費器，以提供準確的

• Phase I of the Tuen Mun Road Bus-Bus Interchange (“TMRI”) came into operation on 26 December 2012, serving passengers heading from Tuen Mun towards Kowloon. Phase II commenced operations on 27 July 2013. Passengers are able to enjoy discounts when interchanging to routes at the TMRI. With the opening of the TMRI, connectivity between Tuen Mun and the urban areas has been improved, enabling passengers to reach areas they could not previously access directly. Passengers not only save time by using the TMRI, they also save money while enjoying a wider choice of bus routes.

• KMB have introduced the in-house developed Bus Estimated Time of Arrival System (“ETA System”) on trial at the TMRI. With the help of global positioning technology, the ETA System calculates the arrival time of buses using the interchange. The ETA System has been well received by passengers at the TMRI.

Application of Information Technology

KMB uses advanced information technology extensively for performance monitoring, internal and external communications and productivity enhancement. As at the end of 2012, we had installed 1,895 personal computers across our facilities, each interlinked via high-speed communication lines to 113 computer servers located at headquarters. This data network serves to integrate the operations at headquarters, bus depots, bus termini and Customer Service Centres. Some 38 software applications, including in-house developed programs and proprietary software, are used for day-to-day operational purposes and financial management. The continuous upgrading of information technology systems allows us to improve our customer service by enhancing fleet and depot operations, human resources management and cost control.

• The Bus Onboard Monitoring System provides reports on the driving performance of bus captains for analysis by depots and departments, with a view to raising training standards with regard to driving safety and passenger comfort.

• KMB’s Terminus Management System facilitates the management of daily bus operations at 163 termini by automatically displaying the next departure time and any special instructions when the bus captain presents his or her personalised Octopus card upon arrival at the bus terminus. Information on the arrival and departure of buses is also recorded and transmitted to headquarters and depots so that service adjustments can be made when necessary.

• KMB’s Traffic Operations Management System eases bus captain duty assignment through the use of handheld radio frequency identification (“RFID”) readers by means of which depot staff identify the parking location of buses for retrieval by bus captains at our duty dispatch offices. It also keeps management up to date on duty dispatch matters, as well as prioritising the deployment of buses with lower emissions to run on busy roads.

• The Bus Maintenance Information System monitors maintenance costs and helps with the assignment of jobs by providing management with information on bus type, repair and maintenance records, overhaul of major units and maintenance workers’ work records.

• The Octopus Management System (“OMS”) provides accurate reports on Octopus revenue reconciliation by retrieving the maintenance records of Octopus readers and tracing any card readers whose fare revenue record

供應鏈管理

九巴與業務夥伴緊密合作，運用最先進的技術，以保持車隊的優良狀況，並開發適合本地氣候和營運環境，並可持續發展的車隊和服務。我們鼓勵公平及公開競爭，並旨在與供應商及承辦商建立長久的互信關係。

采埃孚香港有限公司董事總經理黎愛琼女士

Supply Chain Management

Cooperating closely with its business partners, KMB applies leading technologies to maintain the excellent condition of its bus fleet and develop new buses and services that are sustainable for the local climatic and operational environment. We encourage fair and open competition and aim to develop long-term relationships with suppliers and sub-contractors based on mutual trust.

Ms. Lilian LaiManaging DirectorZF Services Hong Kong Limited

我們在多項環保措施上，一直與九巴緊密合作，包括改進巴士變速軟件以減少燃油

消耗，以及測試生態潤滑劑以延長巴士輪軸的使用壽命及降低輪軸機油的使用。為

了確保我們的員工能在九巴的設施內安全執行保養維修工作，九巴要求我們和其他

的商業夥伴都要遵守及履行其最新的安全指引。有感於九巴作出對社會及環境負責

任的重大貢獻，我們期待更多有關這方面的最新發展動態。

We have been working closely with KMB on a number of environmental initiatives,

including bus transmission software upgrading to reduce fuel consumption, and eco

lubricant testing to extend the lifespan of bus axles and reduce axle oil usage. To ensure

safe execution of warranty repair work by our staff at KMB’s premises, KMB has requested

business partners like us to observe and comply with their latest safety guidelines. We

are impressed by KMB’s great efforts to be socially and environmentally responsible, and

look forward to hearing more about their latest developments in this regard.

八達通車費收入對賬報告。此外，系統還會改善用戶介面和提升數據分析功能。

• 九 巴 採 用 電 子 商 貿 軟 件 來 管 理 財 務 及 人 力資 源，從而改善行政及規劃工作，並提高財務策劃、監控及匯報機制的效率。該軟件綜合先進的電子文件管理系統、電子投標、電子糧單及公司電郵，大大降低了耗紙量及改善了內外溝通。

• 九巴於2012年完成了「路線成本計算系統」的升級，加強對成本的監控。

has not been downloaded or which lack the latest fare information. OMS also enhances user interface and data analysis functions.

• KMB uses e-business software for its financial and human resources management to improve its administration and planning as well as the efficiency of its financial planning, control and reporting systems. This software combines with an advanced electronic document management system, e-tendering, e-payslips, and company-wide email to reduce paper use and improve internal and external communications.

• The Route Costing System was also upgraded in 2012 to provide even better cost control.

優質服務 Quality Service22

優質服務 Quality Service 23

公司對供應商的管理定有政策和程序。我們在採購物品及服務時秉持最高的道德標準，以保障最終產品的品質，並持續維持顧客、供應商及公眾對我們的信心。九巴亦確保涉及甄選供應商和承辦商及採購過程的人士不會濫用職權，及避 免涉及可能影響他們就採購事宜自由及獨立作出決定的情況。

按照下列原則，合約的授予將嚴格取決於價格，質量，需求及其他相關因素：

• 不偏不倚地挑選有能力及負責任的供應商和承辦商；

• 充分利用競爭機制；

• 按需要選擇合適的合約種類；

• 遵守法律、相關規例及合約責任；及

• 採用有效的監察機制及管理監控，在採購及招標過程中查察及防止賄賂、詐騙及其他舞弊行為。

為確保供應商及承辦商遵守我們的社會和環境要求的指引，我們要求投標者就以下三方面提交其表現的資料，作為授予合約時的考慮因素：

• 投標者在以下方面的意識：環境保護、健康與安全以及禁止使用強迫勞工和童工；

• 投標者為確保其主要供應商／承辦商符合環境保護、健康與安全以及禁止使用強迫勞工和童工的標準而採取的措施；及

• 與投標者的供應商／承辦商業務活動有關的重大爭議、罰款或和解事宜。

供應商亦必須申報任何與九巴董事、員工或代理人有關的密切個人或業務關係，並在發現任何九巴僱員觸犯防止賄賂條例（香港法例第201章）的貪污行為時，向廉政公署舉報。若發現任何供應商或承辦商有違反上述條例的任何舞弊行為，九巴有權即時終止所有未完成的合約，有關的供應商或承辦商不可追討任何賠償或提出損失索償。

The Company’s policies and procedures guide all our supply chain activities. The procurement of supplies and services is conducted at the highest level of ethical standards to ensure a quality end product and the continued confidence of customers, suppliers and the public. Those who are involved in the selection of suppliers and in the purchase from suppliers and sub-contractors are instructed neither to misuse their authority nor engage in situations which could compromise their ability to make free and independent decisions regarding purchase and procurement.

Adherence to the following principles ensures that the awarding of contracts depends solely on price, quality, need and other relevant factors:

• Impartial selection of capable and responsible suppliers and sub-contractors;

• Maximum use of competition;

• Selection of appropriate contract types according to needs;

• Compliance with laws, relevant regulations and contractual obligations; and

• Adoption of an effective monitoring system and management controls to detect and prevent bribery, fraud or other malpractices in the processes of procurement and tendering.

To ensure that our suppliers and sub-contractors comply with our guidelines on social and environmental requirements, we also require tenderers to submit information on their performance in the following three aspects, which will be evaluated when we award contracts:

• The tenderer’s awareness of environmental care, health and safety; and the prevention of use of forced labour and child labour;

• Measures taken by the tenderer to ensure the compliance of its key suppliers / sub-contractors with its standards on Environmental Care, Health and Safety of Suppliers / Sub-contractors, and Forced Labour and Child Labour; and

• Any major social controversies, fines or settlements related to activities of the tenderer’s suppliers / sub-contractors.

Suppliers must also declare any close personal or business relationship with KMB directors, staff or handling agents. In the event that they become aware of any KMB employee committing an offence or engaging in corruption under the Prevention of Bribery Ordinance (Chapter 201, Laws of Hong Kong), suppliers are requested to report this to the Independent Commission Against Corruption. Should any supplier or sub-contractor be found to have violated the said Ordinance, KMB reserves the right to immediately terminate all outstanding contract(s) without allowing the supplier or sub-contractor recourse to any compensation or claim for loss.

實踐環保 Environmental Initiatives

九巴作為負責任的企業公民，制訂了自己的環保政策，矢志保護環境，以期在提升巴士服務表現的同時，又可為締造更清新的環境作出貢獻。

As a responsible corporate citizen dedicated to environmental protection, KMB has established its Environmental Policy with a view to improving its bus performance while contributing to a cleaner environment.

實踐環保Environmental Initiatives

實踐環保 Environmental Initiatives 25

九巴的環保運輸概念不限於向車隊及日常營運注入環保元素，以及培養車長環保駕駛的習慣，而且涵蓋巴士整個生命週期中與環境相關的不同領域。

環保巴士設計

過去二十年，九巴成為於香港應用先進歐盟引擎巴士技術的領導者。自1992年啟用歐盟第一代巴士後，九巴又分別於1996年、2001年及2006年引進歐盟第二代、第三代及第四代引擎。

我們通過投資符合歐盟環境部長理事會嚴格廢氣 排放標準的環保巴士，致力建設更美好的環境。2009年當我們推出亞洲首部歐盟第五代雙層巴士時，當時的法例（今天仍然有效）只要求新註冊的柴油車必須符合歐盟第四代引擎的排放標準。

九巴認識到巴士服務與環境之間的關係，因而採取以下措施將影響減至最低：

• 以遵守本港所有環保法例及相關要求為最低標準。

• 訂立目標與指標並力求實現，避免污染環境，並持續提升環保工作方面的表現。

• 注重保護資源，從源頭減少廢物，將資源循環和再用。

• 推行多種管制措施，並提供專業巴士維修保養工程服務，以控制及減少巴士引擎排放量。

• 透過培訓，提升員工的環保意識，讓員工明瞭九巴的環保政策、目標與指標，及巴士服務對環境引起的潛在影響。

• 向承辦商及供應商傳遞九巴的環保政策及相關要求，並讓市民知悉有關政策。

• 迅速回應外界有關環保的查詢，確保公司內部對有關環保事項的溝通可以有效地進行。

九巴會持之以恆地保育和保護環境，為改善環境而努力。

九巴環保政策 KMB’s Environmental Policy

At KMB, our concept of eco transportation covers not only incorporating environment-friendly features into buses and our operations and fostering bus captains’ eco driving behavior, but also attending to a range of environmental aspects throughout a bus’s lifecycle.

Environment-friendly Bus Design

In the past twenty years, KMB has taken the lead by applying advanced Euro-engine bus technology in Hong Kong. Since launching the Euro I bus in 1992, KMB introduced Euro II, III and IV engines in 1996, 2001 and 2006 respectively. We are committed to building a better environment through investing in environment-friendly buses that meet the strict exhaust emission standards of the European Council of Environmental Ministers. This commitment was demonstrated by the introduction of Asia’s first Euro V double-deck bus in 2009 when legislation, which is still effective today, required only that newly-registered diesel vehicles meet Euro IV emission standards. In collaboration with

KMB recognises the potential environmental impacts associated with its services and is dedicated to mitigating and minimising these impacts by implementing the following measures:

• Complying with all applicable local environmental legislation and other relevant requirements as a minimum performance standard.

• Preventing pollution and continuously improving our environmental performance through the establishment and achievement of objectives and targets.

• Conserving resources by reducing waste at source and recycling and reusing resources.

• Minimising and controlling emissions from our buses by implementing control measures and by providing professional bus repair and maintenance engineering services.

• Enhancing staff environmental awareness by providing training in relation to our environmental policy and our environmental objectives and targets, as well as in relation to the potential environmental impacts arising from our operations.

• Communicating our environmental policy and relevant environmental requirements to our contractors and suppliers, and making the policy known to the public.

• Responding to environmental inquiries from external parties promptly and ensuring effective communication on environmental issues internally.

KMB is committed to building a better environment through continuous contributions to environmental conservation and protection.

環保運輸 Eco Transportation

Training in Eco-Driving

Our bus captains receive training in “Eco-driving” at the KMB Bus Captain Training School. The training is delivered by means of classroom lectures and practice in driving a bus, with the focus on preparation before starting the bus, the skills involved in accelerating, braking and turning, and good practices when parking at the bus terminus. By implementing eco-driving best practices, we are able to reduce fuel consumption as well as air and noise pollution.

Environment-conscious Operations

KMB puts a great deal of effort into the reuse and recycling of materials. Our green operational practices cover a range of resources such as tyres, parts, scrap metal, fluorescent tubes, oil and chemicals, as well as water.

Tyres

In view of the speed limit of 70km/h for buses, KMB applies a deeper tread depth on both its new and retreaded tyres. The typical lifespan of a new bus tyre is about seven months, which can be extended by around 14 months through two retreadings. This means that more than 60% of the 30,000 bus tyres that are in use on over 3,800 KMB buses are retreaded tyres.

29,500 used tyres were retreaded in KMB’s retreading workshop in Tuen Mun in 2013, equivalent to a saving of 1,470 tonnes in solid waste disposal to landfills. The operation of the retreading workshop has to comply with the standard of ISO9001. Since 1972, KMB has retreaded over 780,000 tyres in total. In 2013, 18,000 used tyres and 210 tonnes of tyre chips were collected for recycling into various rubber products by our contractor.

環保駕駛培訓

我們的車長於九巴車長訓練學校接受「環保駕駛」培訓，課程包括課堂講解及實習，教授開車前的準備、加速、煞車及轉彎時應有的技巧、以及在總站停車熄匙的良好習慣等。這些環保駕駛習慣不但能減低燃油消耗，又能減少空氣及噪音污染。

注重環保的營運

九巴向來注重再用和循環資源，我們循環再用一系列的資源，包括輪胎、零件、金屬物料、光管、廢油、化學廢料及用水。

輪胎

基於時速70公里的限制，九巴對於新胎及翻新的輪胎上採用了較深的車胎紋。新巴士車胎的壽命一般約為七個月，透過翻新兩次可以延長約14個月。九巴車隊超過3,800部巴士目前使用的超過30,000條車胎，當中超過60%是翻新車胎。

2 0 1 3 年 ， 位 於 屯 門 的 九 巴 車 胎 翻 新 部 翻 新 了29,500條輪胎，等於減少1,470噸送往堆填區的固體廢物，有關運作符合ISO9001國際標準。自 1 9 7 2 年 起 ， 九 巴 共 翻 新 了 逾 7 8 0 , 0 0 0 條 輪胎。2013年，我們把18,000條舊車胎及210噸車胎膠粒交給承辦商，循環再造成多種橡膠產品。

九巴與英國巴士製造商阿歷山大•丹尼士共同研發可在香港使用的新一代歐盟第五代E500雙層巴士，巴士車身重量減輕達700公斤，採用全新驅動技術及更具能源效益的空調系統，透過提升燃油效率有效減低廢氣排放量。而車身燈光採用的LED二極管技術，亦可減少耗能。總而言之，E500巴士的燃油消耗量大大降低，使二氧化碳排放量隨之減少了約10%。而新型巴士的底盤已預留空間，以便日後提升至歐盟第六代或混合動力引擎。

截至2013年12月底，九巴車隊共有679部歐盟第五代空調巴士。

our bus manufacturing partner in United Kingdom, Alexander Dennis Limited, KMB successfully co-developed the new generation Euro V double-deck E500 bus for the operational environment in Hong Kong. With a body weight that is 700 kg lighter than its forerunners, the new E500 bus features new driveline technology for reducing exhaust emissions through improvement in fuel economy, as well as a more energy-efficient air-conditioning system. The LED lighting installed on the bus also helps reduce energy consumption. All in all, the energy consumption of the E500 bus has been greatly reduced with carbon emissions correspondingly dropping by 10%. The E500 bus chassis is specially designed to allow space for future upgrade to a Euro VI or a hybrid engine. As at the end of December 2013, there were 679 air-conditioned Euro V buses in KMB’s fleet.

實踐環保 Environmental Initiatives26

實踐環保 Environmental Initiatives 27

零件與廢金屬物料

在每部巴士退役前，九巴會回收性能良好的零件或主件，交由主件翻修廠翻修，做到物盡其用，減少浪費。翻修的零件經測試合格後，會重新裝配在主件上，或儲存成為後備零件，以支援相同型號巴士的維修及保養。

巴士在營運及維修過程中會產生某數量的廢金屬。2013年，九巴於各車廠及總修中心設立收集點，共收集逾950噸廢金屬。近年，一些廢金屬材料於九龍灣車廠被改製成指示牌、路標、雨擋及隔板等，以減少對堆填區的負擔。其他收集到的各類金屬廢料，包括有色金屬，會交給廢物回收商。目前，九巴的四個主要車廠及總修中心已設立了收集點。

自2009年起，九巴將不能使用的電路板交予回收商，從中回收金屬及其他物料。此舉不但可以減少固體廢物，又減少了對環境的污染。

此外，九巴以海棉質料引擎生風過濾器，取代傳統的紙製空氣過濾器，在不影響潤滑及保護機件功能之餘，過濾器的更換期可延長6倍。

Parts and Scrap Metal

To make full use of major parts and mechanical units in retired buses and reduce wastage, it is KMB’s practice to select parts in relatively good condition to send to its Unit Overhaul Depot for repair or reconditioning. After passing applicable quality assessments, reconditioned parts will be installed on major units or stored as spare units for maintenance work on compatible bus models.

As a by-product of the regular maintenance work on KMB’s bus fleet, over 950 tonnes of scrap metal was collected across KMB’s depots and overhaul units in 2013. To reduce the burden on landfills, some scrap metal has been re-used to make signs, rain-shields and partitions at Kowloon Bay Depot in recent years. Other collected scrap metal materials, including non-ferrous metals, are sent for recycling by our waste recycling agents. At present, collection points have been set up at KMB’s four major depots and at the KMB Overhaul Centre. Since 2009, KMB has engaged a recycling agent to collect and recycle the metal and other materials extracted from scrapped printed circuit boards. This approach not only helps reduce solid waste but also minimises pollution to the environment.

Furthermore, KMB uses foam-element air filters to replace traditional paper-element air filters, resulting in a reduction of solid waste as well as in a six-fold increase in the interval period between services without compromising performance in lubrication or mechanical protection.

光管

2006年，九巴成為香港首間參與光管回收計劃的企業，進一步減少營運時所產生的固體廢物，保護環境。截至2013年12月止，九巴已由3,800多部巴士回收了62萬支光管，又從巴士站及車廠回收2,000多個燈箱。每當員工更換光管時，均會利用新光管的封套包裹棄置的光管，再交給到車廠收集光管的回收商。妥當的回收計劃可以避免耗盡光管內的殘留微量水銀直接排放到環境中，回收商會把棄置光管內的水銀及其他金屬清除，然後才把玻璃廢料壓碎。

廢油及化學廢料

九巴將保養所產生的廢油交予註冊廢油回收商，按照監管標準處理或循環再用。九巴於2012年及2013年上半年，分別回收了約741,800及328,800公升廢油。

在固體化學廢料方面，我們進行初步處理後，會分類儲存在車廠內的特定地方，再由註冊化學廢料收集商運往指定的垃圾堆填區。2013年，九巴收集了約32萬公斤的固體化學廢料。

在沙田車廠安裝的自行研發過濾器壓縮機，令棄置燃料或油過濾器所產生固體化學廢料的體積減少了60%。在壓縮過程中，從過濾器擠出的廢油可進一步循環再造。

用水

由於採用了節約用水的措施，九巴總部及車廠過去九年的總用水量持續下降。2013年的全年用水量為334,533,000公升，比2004年減少了28.9%。

每日清洗巴士所產生的污水，由設於九巴車廠內的11台自動污水處理系統處理，每日可處理540,000公升污水。分隔出的雜質會棄置於堆填區，而經處理的污水則會排放至污水渠。

Fluorescent Tubes

To further reduce solid waste associated with its operations and protect the local environment, KMB was the first enterprise in Hong Kong to take part in the fluorescent tube recycling campaign in 2006. By the end of December 2013, about 620,000 used fluorescent tubes had been collected for recycling from over 3,800 buses, as well as some 2,000 light boxes at bus shelters and bus depots. When replacing fluorescent tubes, the packaging of the new tubes is used to wrap the old tubes, which a licensed contractor will take them away for recycling on a regular basis. Since used fluorescent tubes contain a small amount of mercury, proper recycling prevents its direct release into the environment. The contractor will remove mercury and other metal parts before crushing the rest of the tubes into glass granules.

Oil and Chemicals

Waste oil from bus maintenance sites is collected by a registered waste oil recycling agent that handles the subsequent recycling or disposal processes in accordance with the statutory standards. In 2012, around 741,800 litres of waste oil was collected, and a further 328,800 litres was collected in the first half of 2013.

Solid chemical waste is initially treated and stored by type at bus depots in special areas, and then disposed of by a registered chemical waste collector at the authorised landfills. About 320,000 kg of solid chemical waste was collected in 2013.

The in-house developed Filter Compressing Machine has been installed at KMB’s Sha Tin Depot, resulting in a 60% reduction in the volume of solid chemical waste from disposed fuel or oil filters. The waste oil squeezed from the filters during the compressing process can be further recycled.

Water

Due to water saving measures adopted internally, the total water consumption at KMB headquarters and depots has been decreasing in the past nine years. The annual consumption was marked at 334,533,000 litres in 2013, representing a reduction of 28.9% compared to the amount in 2004.

The waste water coming from daily bus washing is processed through 11 automatic waste water treatment systems located at KMB depots with a daily treatment capacity of 540,000 litres. Solid impurities and pollutants separated from the waste water will be disposed of in landfills, while the waste water after treatment is discharged through the public drainage system.

實踐環保 Environmental Initiatives28

實踐環保 Environmental Initiatives 29

大量的汽車廢氣排放（特別是柴油車），令現代城市路邊可吸入懸浮粒子和氮氧化物的濃度偏高。為保障市民健康及改善路邊空氣質素，九巴採用了最新技術，減少巴士服務所產生的廢氣排放。重點改善範圍包括控制廢氣排放、降低氮氧化物的排放、保持車廂空氣質素，以及研發新的低排放巴士技術。

降低排放 Emission Reduction

Due to emissions from a large number of motor vehicles (especially diesel vehicles), modern city roadsides tend to have a high concentration of respirable suspended particulates and nitrogen oxides (NOx). To protect public health and improve the roadside environment, KMB implements the latest technologies to reduce emissions associated with its bus services. The main focus areas include controlling exhaust emissions, minimising NOx) emissions, ensuring in-bus air quality and exploring new low-emission bus technologies.

廢氣排放控制

九巴旗下所有巴士，均符合歐洲環保部長委員會嚴格的廢氣排放標準。為降低巴士排放，除了自2001年採用超低硫柴油（百萬分之50含硫量），及自2008年採用含硫量近乎零的柴油（百萬分之10含硫量）外，九巴不斷為車隊添置最新的低排放巴士型號，亦透過採用柴油催化器或柴油微粒過濾器等減排裝置，提升舊有巴士的排放質素。

透過使用柴油催化轉換器及超低硫柴油，車隊中的歐盟第一代巴士的排放標準，可以提升至歐盟第二代的水平。由2006年至2010年，九巴為旗下配備歐盟第二代及歐盟第三代引擎的巴士安裝微粒過濾器，將其微粒排放水平提升至歐盟第四代的標準。此外，現時九巴全線車隊均採用含硫量近乎零的柴油，大幅降低廢氣排放量。

Control of Exhaust Emission

All of our buses meet the stringent exhaust emission standards set by the European Council of Environmental Ministers. To minimise emissions from buses, apart from adopting the Ultra Low Sulphur Diesel (ULSD) which contains around 50 parts per million sulfur content in 2001 and the Near Zero Sulphur Diesel (NZSD) which contains less than 10 parts per million sulfur content in 2008, KMB has been replenishing the fleet, in an ongoing manner, with the latest low emissions bus models for new buses; and upgrading the older buses with various exhaust treatment devices such as DOC (Diesel Oxidation Catalyst) and DPF (Diesel Particulate Filter).

For those buses with Euro I engines, the use of catalytic converters and ultra-low sulphur diesel brings their exhaust emissions to the standard of Euro II engines. From 2006 to 2010, KMB installed Diesel Particulate Filters (DPFs) on Euro II and Euro III buses, upgrading their exhaust emissions to Euro IV standards in terms of particulate matter. Furthermore, NZSD has been adopted on all KMB buses to significantly reduce the exhaust emission levels.

引擎型號 一氧化碳 碳氫化物 氮氧化物 懸浮粒子Engine Carbon Monoxide Hydrocarbons Nitrogen Oxides Particulates

歐盟第一代 Euro I 4.5克 1.1克 8.0克 0.36克

歐盟第二代 Euro II 4.0克 1.1克 7.0克 0.15克

歐盟第三代 Euro III 2.1克 0.66克 5.0克 0.10克

歐盟第四代 Euro IV 1.5克 0.46克 3.5克 0.02克

歐盟第五代 Euro V 1.5克 0.46克 2.0克 0.02克

廢氣排放量(以每千瓦小時計算) Exhaust emissions (gram per kw/h)

巴士加裝裝置

選擇性催化還原技術，能有效減低氮氧化物的排放。通常安裝於廢氣喉管的選擇性催化還原器內有氨素溶液，能促進氮氧化物還原成無害的氮和水。國際車輛製造商已開始於生產歐盟第四代及第五代車輛時，加入選擇性催化還原器。九巴於2011年聯同另外兩間本地專營巴士公司，在六部歐盟第二代及第三代巴士上進行測試。截至2013年2月所收集的數據，有關巴士的氮氧化物排放量平均減低逾60%。

截至2013年6月30日止，相對1992年歐盟前的水平，九巴車隊平均微粒及氮氧化物的排放量分別減少了93.2%及59.4%。

Bus Retrofit

The Selective Catalytic Reduction (“SCR”) technology is proven to be effective in reducing NOx emissions. A SCR catalytic converter, usually installed on the exhaust pipe, contains urea, a reagent to facilitate the chemical reaction to convert NOx into harmless nitrogen gas and water vapour. International vehicle manufacturers have started to incorporate SCR devices when they produce Euro IV and Euro V vehicles. In view of the advantage of this technology, KMB began a joint trial with two other local franchised bus companies on 6 Euro II and Euro III buses in 2011. Based on the data collected by February 2013, an average reduction of over 60% on NOx emissions was achieved by those buses.

As at 30 June 2013, KMB improved the Particulate and NOx emissions by 93.2% and 59.4% respectively when compared to the pre-Euro era in 1992.

另外，九巴於2003年安裝了環保巴士驅動系統，使巴士的廢氣排放量平均下降約6%至10%。這系統擁有六波段的自動變速裝置，配合高扭力的引擎及高比率尾軸裝置，以電子操控系統控制巴士的變速，令巴士在加速及行走時更為穩定，在車速較低的環境下亦能降低廢氣排放量。

In addition, the Eco-Driveline system, which has been installed on KMB’s buses since 2003, reduces exhaust emissions by an average of 6-10%. The system has a 6-speed automatic gearbox with double overdrive. With a higher torque engine, an optimised final drive ratio axle and a sophisticated electronic control system, the bus is able to accelerate and operate with enhanced stability, while minimising exhaust emissions during low-speed driving.

[1] 包括加裝了催化轉換器的歐盟前期巴士。 Including pre-Euro buses equipped with catalytic converter.

[2] 包括加裝了催化轉換器的歐盟一期巴士。 Including Euro I buses equipped with catalytic converter.

[3] 加裝了減排裝置，包括微粒過濾器。 Equipped with emission reduction devices, including DPF device.

歐盟 歐盟 歐盟 接近歐盟 歐盟 歐盟第一代[1] 第二代[2] 第三代 第四代[3] 第四代 第五代 Euro I [1] Euro II [2] Euro III Near Euro IV [3] Euro IV Euro V

2,500

2,000

1,500

1,000

500

00

764

42

2,390

106477

截至2013年6月30日止，達到相關微粒排放標準的九巴巴士數目如下：

As at 30 June 2013, the number of KMB buses achieving the respective emission

standards in terms of particulate matter was as follows:

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實踐環保 Environmental Initiatives 31

為保持良好的空氣質素及提供舒適的車廂環境，九巴投放大量資源進行技術研究，並與空調系統供應商緊密合作，研發及提升巴士的空調系統。於2005年，九巴率先將豪華房車的先進空調系統應用於新購入的空調巴士上。因應車內乘客量及溫度，空調系統能透過變頻式空調壓縮器，每數秒鐘監控溫度變化並自動調節一次，從而減低車廂空調所需的耗油量。

多年以來，我們逐步提升空調系統。九巴自2002年起購置的空調巴士均裝有電子空氣淨化器，進一步改善巴士車廂的空氣質素。電子空氣淨化器能除去高達80%的微細粒子。截至2013年6月底，九巴共1,386部巴士已安裝了電子空氣淨化器。

時至今日，九巴一直維持沙士時期的巴士車廂清潔水平，每天均使用1：99稀釋漂白水清洗車廂，每周均以1:99稀釋漂白水清洗隔塵網。

研發低排放巴士技術

近年來，我們積極探究及試驗新開發的低排放巴士技術，例如以超級電容器及電池推動的電動巴士，以及混合動力技術。我們計劃於2014年，在營運路線中試驗此類技術。

To maintain a high level of air quality and provide a comfortable environment inside bus compartments, KMB has been investing great effort in researching applicable technologies and has been working closely with our suppliers to upgrade onboard air-conditioning systems. In 2005, KMB pioneered the application of the advanced air-conditioning system used on luxury cars on its newly purchased air-conditioned buses. According to the actual number of passengers and the ambient temperature, the system can monitor fluctuations in temperature and vary the cooling capacity via the system’s variable compressor every few seconds, which also reduces fuel consumption for the on-board air-conditioning.

Over the years, we have been progressively upgrading our air-conditioning systems. Air-conditioned bus models purchased after 2002 are equipped with electrostatic filters to further improve the air quality on board. The electrostatic filters are able to remove up to 80% of fine particles. As at the end of June 2013, electrostatic filters had been applied on 1,386 KMB buses.

KMB maintains the cleaning of bus compartments at the levels adopted during the SARS period. Every day, the bus compartment is cleaned with 1:99 diluted bleach, while the dust filter is cleaned the same way once a week.

Exploring New Low-emission Bus Technology

In recent years, we have been exploring and trialling newly developed low-emission bus technologies, such as electric buses powered by supercapacitor and battery, and diesel-electric hybrid technology. It is planned that further trials of such technologies will be made on operating routes in 2014.

二氧化碳數值Numerical Values of Carbon Dioxide

空氣質素指引（每小時平均數） 第一級 第二級Air Quality Guidelines (Hourly Average) Level 1 Level 2

二氧化碳 2,500 ppm 3,500 ppmCarbon Dioxide (CO2) (4,500 mg/m3) (6,300 mg/m3) 來源： 環境保護署。

Source : Environmental Protection Department.

車廂環境 Comfortable Compartment

Checks on CO2 Concentration

The air quality on KMB buses is measured regularly through sample checks, in order to ensure accordance with the Practice Note for Managing Air Quality in Air-conditioned Public Transport Facilities – Buses, issued by the Environmental Protection Department (“EPD”). Based on the data collected, 80% of our buses reported a better air quality in terms of hourly CO2 concentration than the requirements of Level 1 and 2 stipulated by the EPD’s Practice Note. Such results also indicate compliance with the guidelines of the World Health Organisation, which refers to less than 5,000ppm of hourly CO2 concentration over an eight-hour period.

抽查二氧化碳含量

九巴定期抽驗巴士車廂空氣質素，以確保符合環境保護署（「環保署」）發佈的《管理空調公共運輸設施內空氣質素專業守則 - 巴士》指引。根據抽查結果，八成巴士車廂內的二氧化碳含量優於環保署指引建議的第一級及第二級水平。這表現亦同時符合世界衛生組織的標準，即八小時的二氧化碳平均值低於5,000ppm。

香港地球之友高級環境事務主任周月翔

Ms. Melonie ChauSenior Environmental Affairs OfficerFriends of Earth (Hong Kong)

九巴定期為其持份者，包括像我們這樣的環保團體，安排座談會或簡報會，分享他們的科技成果。在日前一個會議上，我們很高興得悉九巴正在開發和測試新型環保電動巴士方面的消息。九巴很重視我們的意見，又迅速跟進我們的查詢。為了改善香港路邊空氣質素，我們希望九巴推出更多先進的環保措施，並希望九巴在巴士運作和路線安排的範圍內作出重大改變時，會與我們加強溝通。 KMB schedules focus meetings or briefings periodically to explain their technical achievements to their stakeholders, including local green groups like us. During a meeting held recently, we were glad to learn about KMB’s latest updates on developing and testing new eco-friendly electric bus models. KMB values our input and has been following up our enquiries in a timely manner. To improve the roadside air quality in Hong Kong, we welcome more initiatives in advanced eco-technology from KMB and hope to strengthen our communication with the Company further on major changes in the areas of bus operations and route arrangements.

2010年8月，九巴成為首間引進超級電容巴士－「gBus」作實地測試的本地公共運輸營運公司。gBus以超級電容儲存電能為驅動電源，充滿電後可供空調巴士一次過行走五公里，並能達至零路邊排放效果。gBus充、放電速度快，可於巴士停站趁乘客上下車時快速充電。超級電容跟傳統電池不同，電力使用率較佳，不須依靠化學反應儲存電能，而且能夠將剎車時的掣動能源快速回 收使用。由於gBus的表現令人滿意，我們於2012年4月底引進續航力強一倍的新一代gBus²來港進行實地測驗。gBus²充滿電後最多可行走8-10公里，相等於由尖沙咀到葵芳的距離。增長了的續航力意味著沿途的充電站可以盡量減少，有利於gBus²在香港的繁忙路段行駛。

另一方面，九巴從2012年9月開始，為電池驅動巴士eBus進行了為期15個月的測試，範圍包括續航力、可靠性、耐用性、電池性能、電池管理系統、電動機性能、其他機械性能、以及在不同天氣和路面情況下行駛時的表現等。在完成了七個多月的不載客測試後，我們於2012年5月起，安排eBus

穿梭行走荔枝角車廠至九巴總部之間接送員工。其後，九巴於2013年9月，安排eBus在早上及晚上繁忙時段行走一條位於九龍市區的巴士線，為期一個月，以進一步測試 eBus在交通繁忙街道上行走及實際載客時的表現。

In August 2010, KMB became the first local public transport operator to trial run the supercapacitor bus, known as “gBus”. Powered by a supercapacitor, the gBus is an electric bus that is able to run continuously for 5 km with the supercapacitor fully charged, while achieving zero roadside emissions. The supercapacitor technology allows rapid charging and discharging to be conducted at bus stops while passengers board and alight. The supercapacitor is efficient in terms of electricity consumption, because it does not require chemical reactions to store electricity in the same way as traditional batteries do, and can capture energy that comes from regenerative braking. After observing the satisfactory performance of gBus, in late April 2012, we conducted a trial of the next generation “gBus²” with a higher electricity storage capacity that achieves twice the driving range of the previous generation. Once fully charged, gBus² can run continuously for 8 to 10 kilometres, which is equivalent to a journey from Tsim Sha Tsui to Kwai Fong. Compared to the original gBus, the gBus² has twice the driving range, meaning fewer charging stations are required - a significant advantage when operating on Hong Kong’s busy roads.

On the other hand, KMB trialed a battery-powered “eBus” for 15 months starting September 2012, focusing on driving range, reliability, durability, battery performance, battery management systems, and motor and mechanical performance, as well as driving performance in different weather and road conditions. After having trialed the eBus with no passengers on board for more than seven months, we further trialed it by arranging for it to operate as a staff shuttle, running between Lai Chi Kok Depot and KMB Headquarters starting May 2012. After that, to further assess its passenger service performance on one of the busiest roads in Hong Kong, KMB arranged eBus to serve an urban area route in Kowloon during the morning and evening peak hours for one month in September 2013.

實踐環保 Environmental Initiatives32

實踐環保 Environmental Initiatives 33

根據我們於2012年9月完成的溫室氣體排放審核，在九巴溫室氣體總排放量中，由巴士消耗燃油所產生的溫室氣體佔超過九成。報告期內，九巴錄得226.7百萬公升的燃油消耗量，相等於約598,300噸二氧化碳排放量。

為了提高燃料消耗效率和減少溫室氣體排放，九巴已在車隊及營運方面採取了一系列措施。

• 九巴已在全線車隊採用原用於飛機的「Posilock」加油系統，除了加速入油過程外，又可以防止燃油外溢，減少浪費。

• 自2001年起，九巴雙層巴士的變速箱於2005年完成了轉用合成變速箱機油，使換油期限由3萬公里延長至15萬公里，令廢油量減少80%。

• 九巴採用以行車里數為本的機油更換計劃，令機油消耗量和廢油量減少了40%。

• 2008年，九巴全線空調巴士安裝了溫差調節器，該調節器能因應車廂內外的溫差而自動調節車廂內的設定溫度，減少不必要的製冷量，節省能源。

• 九巴於2013年引進了250部配備歐盟第五代環保引擎的巴士，這些巴士較節省燃油消耗，因而可以減少排放。

基於推行上述措施，加上我們員工於日常運作中一直積極節約能源，九巴於過去幾年的耗油量及溫室氣體排放量，已逐步減低。

燃油消耗及溫室氣體排放 Fuel Consumption and Greenhouse Gas Emissions

According to our latest greenhouse gas emissions (“GHG”) assessment completed in September 2012, diesel consumption of KMB’s bus fleet has contributed more than 90% of its total GHG emissions. During the reporting period, KMB has recorded a total of 226.7 million litres of diesel consumption, equivalent to around 598,300 tonnes of CO2 emissions.

To increase the efficiency of fuel consumption and reduce GHG emissions to the environment, KMB has adopted a number of measures on its bus fleet and in its operations.

• The “Posilock” fuel filling system, as used on aircraft, is used to refuel all KMB buses. This device not only speeds up the refuelling process but also avoids waste by preventing fuel spillage.

• First introduced in KMB in 2001, synthetic gearbox oil was introduced on all double-deck buses in 2005. The use of synthetic gearbox oil can extend the oil drain interval from 30,000 to 150,000 km and therefore reduce waste oil by 80%.

• The mileage-based oil change scheme is used to optimise the oil change interval, resulting in a 40% reduction in engine oil consumption and waste oil.

• Ambient sensors had been installed on all KMB’s air-conditioned buses by 2008. Based on the difference between the outside and inside temperature of buses, the ambient sensor makes adjustments to the in-bus temperature setting, saving energy by reducing unnecessary cooling.

• 250 new Euro V buses were deployed in 2013. As these buses consume less fuel, they contribute to a cleaner environment.

Thanks to the implementation of these measures, as well as our staff’s continuous efforts to save energy through their daily activities, KMB has seen a steady decrease in its fuel consumption and GHG emissions in the past years.

九巴的年度耗油量和相關的溫室氣體排放Annual Diesel Consumption and Associated Greenhouse Gas Emissions

2007 2008 2009 2010 2011 2012 2013

250,000,000

245,000,000

240,000,000

235,000,000

230,000,000

225,000,000

耗油量(公升)Diesel Consumption

(in litres) 248,242,699

243,806,701 244,350,844

237,278,338

234,449,937

225,114,161 226,681,457

九巴貫徹執行在日常運作上保護環境的承諾，於荔枝角總部及分佈九龍新界的辦公室分階段實施一系列環保措施，所涉範疇包括節約能源、珍惜資源及減少廢物。

我們推行環保省電運動，鼓勵員工在公司養成節約用電的好習慣，提醒他們關掉不需使用的電燈和電器。九巴積極響應政府於2006年推廣的藍天行動，將旗下物業的空調系統溫度設定於攝氏25.5度，以減少空調設備的冷卻需求，對改善香港的空氣質素作出貢獻。

辦公室綠色措施 Green Measures in the Office

Upholding its commitment to protecting the environment in its daily operations, KMB has implemented in phases a set of green measures in its Lai Chi Kok headquarters and other premises across the territory, coving the aspects of energy and resource saving, as well as waste reduction.

We have launched a “Save Energy” campaign, encouraging staff to develop energy saving habits in the office. Staff members are reminded to turn off lighting and electrical appliances when they are not in use. After participating in the Government’s Action Blue Sky campaign in 2006, we have set the thermostats in offices to 25.5°C to decrease the cooling demand for air conditioning equipment, thus helping contribute to improving Hong Kong’s air quality.

2007 2008 2009 2010 2011 2012 2013

2007 2008 2009 2010 2011

687,256

20,131

4,535

673,096

18,763

3,925

668,593

19,196

4,310

651,128

19,653

4,080

641,926

19,401

4,105

660,000

650,000

640,000

630,000

620,000

610,000

600,000

590,000

720,000

700,000

680,000

660,000

640,000

620,000

600,000

耗油量相關的溫室氣體(碳排放)Greenhouse Gas Emissions

due to Diesel Consumption(in tonnes of CO2-equivalent)

範圍2（間接源頭）Scope 2 (Indirect Sources)

範圍1（直接源頭）Scope 1 (Direct Sources)

範圍3（其他間接源頭，包括水、紙張及廢物棄置）Scope 3 ( Other Indirect Sources, including water, paper and waste disposal)

657,747

711,922

645,993

692,099

647,435

695,784

628,696

674,861

621,201

594,159598,296

665,432

溫室氣體總排放量（噸二氧化碳等量）Total Greenhouse Gas Emissions (in tonnes of CO2-equivalent)

實踐環保 Environmental Initiatives34

實踐環保 Environmental Initiatives 35

Energy saving devices, such as long-life fluorescent tubes with electronic ballast, switch zoning systems and variable speed drive systems for depots’ central ventilation fans, are widely applied across KMB’s premises. LED lamps have replaced conventional light tubes in the headquarters building to reduce the electricity consumption. Many lights in the office are also controlled by timers or sensors, which can automatically switch off lights when there is sufficient natural light. In addition, KMB has gradually installed energy-saving induction lamps at its Sha Tin, Kowloon Bay and Tuen Mun depots since 2011, which consume only 50% of the energy required by the high bay lamps which they replaced.

Due to these energy saving initiatives adopted for office operation, our total electricity consumption has decreased by 30% from 2003 to 2013.

The Operations Communications Management System launched in 2010 has helped to change traditional print-out practices in the office, reducing paper consumption by around 100,000 sheets per year, in addition to other office stationery and printer supplies.

We have applied the Terminus Management System at all 165 major termini since 2008, reducing the use of regulator sheets from its peak of about 500,000 pieces of paper a year, the equivalent of saving around 60 trees annually.

To promote green procurement, an in-house developed e-tendering system was put in place in 2006 to handle up to 99% of all tenders electronically. Approximately 100,000 sheets of paper were saved during the period 1 July 2012 to 30 June 2013 through this e-tendering system. When purchasing goods and services, KMB always aims to avoid materials that may harm the environment. Being environmentally responsible, we purchase green chemical products and sundry materials for use in depot operations.

To further reduce our environmental footprint, we also initiated a comprehensive waste management programme to encourage the staff to recycle used computers, waste paper, ink/toner cartridges, and rechargeable batteries. The amount of waste paper collected in 2013 amounted to 50,136 kg. KMB’s achievement in reducing solid waste saw it once again in 2012 win the Wastewi$e Label - Class of Excellence from the Environmental Campaign Committee.

九巴在物業內廣泛應用節能裝置，例如慳電長壽光管與電子鎮流器、分區電力開關及車廠抽風微調系統。總部大樓的傳統光管已由發光二極管（LED）取代，以減低耗電量。而辦公室的大部分照明系統亦由計時器或感應器控制，在有充足自然光的情況下會自動關燈。此外，九巴自2011年起於沙田、九龍灣及屯門車廠逐步安裝節能無極燈，相比起舊式高棚燈，能節省電量達50%。

透過辦公室運作上的多種節能措施，2003至2013年間，我們的總用電量已減低30%。

2010年，九巴的車務信息管理系統全面投入服務，取代了傳統的印刷模式，每年大約可節省10萬張紙張以及相關的文儀用品及碳粉耗用。

自2008年起，九巴全線165個主要總站已全面安裝站務管理系統，將站長紙用量由最高峰每年約50萬張大為減少，相當於每年減少砍伐約60棵樹。

九巴於2006年全面推行環保採購，利用自行研發的電子詢價系統，處理高達99%的投標項目。僅2012年7月1日至2013年6月30日期間，採用該系統已節省約10萬張紙張。此外，九巴在採購物料和服務時，致力避免採購對自然環境造成損害的物料。在對環境負責的原則下，現時車廠採用的化學品及日常物品中，均已採用環保產品。

九巴全面推行減少及妥善處理廢物計劃，進一步減少對環境的影響。有關計劃鼓勵員工回收電腦、廢紙、墨匣／碳粉匣及電池。2013年的廢紙回收量達50,136公斤。2012年，九巴在減少固體廢物方面表現出色，再次獲環境運動委員會頒發「減廢標誌－卓越級別」。

聆聽顧客意見 Listening to Customers

作為全球公共運輸業的領導者之一，九巴致力滿足顧客的需要，向他們提供最卓越的服務。

As one of the global leaders in the public transport field, we at KMB are dedicated to meeting our customers’ needs and providing them with the best possible service.

聆聽顧客意見Listening to Customers

聆聽顧客意見 Listening to Customers 37

我們建立了多個溝通渠道讓乘客表達意見，亦就所得意見作出迅速及適當的回應。

九巴乘客聯絡小組會議

九巴自1993年起舉行乘客聯絡小組會議，以收集乘客的意見，並更好地了解他們的期望。於2012及2013年，我們共舉辦了12次乘客聯絡小組會議，討論範圍廣泛，涵蓋前線服務、巴士服務、模範乘客等。同時，我們參照收到建議，對九巴的巴士業務作出了多項改善及調整。我們已將收集到的意見及相關的跟進工作收錄於最新的《九巴乘客聯絡小組報告》，並上載到九巴網站供市民查閱。

顧客服務中心

九巴的八個顧客服務中心策略性地分布於尖沙咀、紅磡、藍田、美孚、荃灣、沙田、屯門及天水圍的公共交通交匯處，為乘客提供方便的一站式服務。乘客可以在顧客服務中心就我們的服務反映意見，或向我們的顧客服務大使索取巴士路線資料。中心亦提供八達通增值服務、出售九巴紀念品及設有網站瀏覽設備。

We have established a number of communications channels for the expression of opinions by customers and the provision of prompt and appropriate responses by our staff.

KMB Passenger Liaison Group Meetings

We have been holding Passenger Liaison Group (PLG) meetings since 1993 to gather passengers’ views and better understand their expectations. In 2012 and 2013, we held twelve PLG meetings, focusing on a wide range of topics in the broad areas of frontline services, bus services and model passengers. In response to the suggestions we received, our bus operations have been improved and adjusted in a number of ways. Details of the subjects raised and KMB’s follow-up action are given in the latest KMB PLG Report, which is available in our website.

Customer Service Centres

KMB’s eight customer service centres are strategically located at public transport interchange hubs in Tsim Sha Tsui, Hung Hom, Lam Tin, Mei Foo, Tsuen Wan, Sha Tin, Tuen Mun and Tin Shui Wai. The centres provide a convenient one-stop service centre for passengers wishing to provide feedback on our services or obtain bus route information from our customer service ambassadors. We also provide customers with Octopus add-value service, KMB souvenirs and website browsing facilities at the centres.

細心聆聽 Connection with Customers

九巴顧客服務熱線

屢獲殊榮的顧客服務熱線（2745 4466），是九巴與乘客之間一個行之有效的溝通渠道。於2013年，熱線處理了超過280萬個來電，即平均每月處理約23.4萬個來電。我們的熱線服務人員每日早上7時至晚上11時接聽來電，並配合24小時運作的熱線系統，以廣東話、英語及普通話提供來電要求的巴士路線資料、最新服務資訊、交通消息及留言信箱服務。此外，九巴亦是本港首間向顧客手提電話傳送巴士路線資料短訊服務(SMS)和巴士站位置數碼地圖的運輸營運商。

數碼地圖乘客諮詢系統

設於八個顧客服務中心的「數碼地圖乘客諮詢系統」多媒體設備，可供乘客搜尋路線及於立體地圖上瀏覽所選路線途經的地標。自2010年起，該系統亦備有簡體中文版本，以方便不斷增加的內地遊客。此外，乘客亦可使用多媒體設備瀏覽九巴網站。

電子失物處理系統

電子失物處理系統記錄由發現失物、直至乘客認領或因無人認領而棄置的整個過程，幫助我們有效地處理失物認領及查詢。除了提升乘客失物查詢的處理程序外，該系統更有助員工追查失物的狀況。該系統於2013年平均每月處理約2,200宗失物個案，涉及約6,000項失物。

KMB Customer Service Hotline

Our award-winning customer service hotline (2745 4466) is an effective communication channel between KMB and its passengers. In 2013, the hotline service handled over 2.8 million calls, equivalent to an average of about 234,000 calls a month. Our hotline operator service, available daily from 7:00 a.m. to 11:00 p.m., is complemented by a 24-hour hotline system which provides on-demand bus route information, service updates, traffic news and a voicemail service in Cantonese, English and Putonghua. KMB is the first local transport operator to send bus route information and digital maps of bus stop locations to customers’ mobile phones via SMS.

Digital Map Passenger Enquiry System

The Digital Map Passenger Enquiry System in the eight customer service centres’ multimedia kiosks allows customers to make route searches and view landmarks on their chosen routes on a three-dimensional map. To cater for the growing number of Mainland visitors using KMB’s services, a simplified Chinese version of the Digital Map Passenger Enquiry System has been available since 2010. Customers may also use the multimedia kiosks to browse the KMB website.

Lost Property Management System

The Lost Property Management System (“LPM”), which keeps track of lost items from initial recovery to reclaim by passengers or eventual disposal, enables lost property claims and inquiries to be handled efficiently. Besides improving the handling of passenger inquiries, LPM allows our staff to keep track of the status of lost property. In 2013, the system processed an average of around 2,200 lost property cases a month, representing approximately 6,000 lost property items.

聆聽顧客意見 Listening to Customers38

聆聽顧客意見 Listening to Customers 39

乘搭九巴逾20年的乘客郭冠傑先生

Mr. Ryan Kwoka KMB passenger for over 20 years

我在屯門居住，在東九龍區工作。自屯門公路轉車站啟用後，我可在那裡轉車，而不用再經由屯門市中心，大大節省了上班的時間及金錢。此外，轉車站的巴士到站時間預報系統方便實用，能相當準確地提供下一班巴士的到達時間。

作為一名智能手機用戶，我極力向其他乘客推薦九巴的智能手機應用程式，它可以尋找巴士站的位置，更附有巴士站的相片，又能在旅程中為我提供「落車提示」。我希望九巴再接再勵，繼續通過發展其服務設施，不斷提升優質服務的水準。

I am a Tuen Mun resident and work in Kowloon East. Since the Tuen Mun Road Bus-Bus Interchange came into operation, I can save time and money on the way to work by changing bus at the Interchange instead of in Tuen Mun town centre. I also find the Estimated Time of Arrival System at the Interchange very handy, as it provides the arrival time of the next bus with a high degree of accuracy.”

“As a smartphone user, I highly recommend the KMB Smartphone App to other passengers as a useful tool for locating bus stops with photos. It also acts as my “Alight Reminder” on journeys. I hope KMB will continue to upgrade their facilities to deliver even better service quality.

智能手機應用程式

截至2013年中止，九巴推出的免費第二代智能手機應用程式（「應用程式」）已獲得約180萬次iPhone、iPad、iPod Touch、Android和Windows

手機用戶下載。該應用程式讓用戶掌握即時的特別交通消息和直接在地圖上或利用主要地標搜尋路線，亦會列出途經最少車站的路線建議，及以最低車費到達目的地的資訊供乘客選擇。該應用程式同時向用戶提供搜尋巴士路線的多個途徑，以及顯示路線地圖、時間表和每個巴士站的照片。而該

應用程式強勁的「鄰近車站」功能，則利用全球定位技術，自動偵察乘客的所在位置，快捷地列出其約200米範圍內可乘搭的巴士路線及車站的

位置。該應用程式更具備創新的「落車提示」功能，用戶上

車後，只要預先設定下車站，並按下提示功能，系統便會在到

達目的地前兩個車站開始發出響聲（或同時備有震動效果）。該應用程式設有繁體中文、簡體中文及英文三種模式以供選擇。

Smartphone App

By the middle of 2013, the KMB free Smartphone App Version 2 (the “App”) had recorded around 1.8 million downloads by users of iPhone, iPad, iPod Touch, Android and Windows phone. The App allows users to access real-time special traffic information and conduct route searches directly on the map or by major landmarks. It also gives suggestions on bus routes with the fewest en-route stops and lowest fare to any destination a passenger selects. The App offers users a choice of ways to search for a bus route, providing route maps, timetables and photos of every bus stop. Its powerful “Nearby Bus Stop” function makes use of global positioning technology to automatically identify the location of the user and list all bus routes within a 200-metre radius together with the location of the corresponding bus stops. In addition, for greater peace of mind, the App also features the pioneering “Alight Reminder” function, which emits an alert sound (or vibration) two bus stops before the selected destination is reached. The App comes in traditional Chinese, simplified Chinese and English versions.

關懷僱員 Caring for Employees

人才培育是企業迎接新挑戰及滿足顧客期望的重要途徑。我們致力為員工提供安全及和諧的工作環境，並透過推行全面的培訓及獎勵計劃，鼓勵員工的不斷提升與成長。

Staff development is a key element in meeting new challenges and matching customer expectations. KMB provides a safe and harmonious environment in which staff can carry out their duties, as well as running a range of training and recognition programmes to motivate them to reach even higher standards.

關懷僱員Caring for Employees

關懷僱員 Caring for Employees 41

人力資源政策

九巴已制訂一套全面的人力資源政策，訂定多項人事管理原則，包括推廣性別平等、杜絕性騷擾、防止賄賂及保障個人資料私隱。這些政策與其他公司指引已上載員工網站。

九巴嚴格遵守所有關於聘用的勞工法例，並確保外判商尊重勞工權益，包括聘用、自由組織工會、禁止僱用童工和強迫勞動。於報告期內，九巴並沒有觸犯任何勞工法例。九巴會繼續採取措施，以負責任的態度保障我們的員工。

員工招募

我們努力維持充足的人力資源，以提供優質的巴 士服務。因此，九巴增設招聘途徑吸引車長職位的應徵者，包括推出巴士車長推薦計劃，通過提供獎賞，鼓勵員工介紹合資格的全日制車長職位應徵者。另外，我們亦於巴士總站舉行招聘日，並與非政府機構合辦招聘活動。

Human Resources Policy

KMB has established a comprehensive set of human resources policies which stipulate staff management values including gender equality promotion, sexual harassment elimination, bribery prevention and personal data privacy protection. These polices, along with other company guidelines, are published on the staff website. We also adhere to all labour laws and ensure that our suppliers respect labour rights regarding employment, freedom of association, and prohibition of child labour and forced labour in relation to our operations. During the period covered by this report, no violation of labour laws was recorded. We will continue to take all necessary action to protect our employees in a socially responsible manner.

Recruitment

We need to secure sufficient manpower necessary for the delivery of high quality bus services. KMB therefore introduced more recruitment channels to attract bus captain applicants including the Bus Captain Referral Programme under which employees are given incentives to encourage qualified candidates to apply for the post of full-time bus captain. Other recruitment channels include recruitment days at bus termini and other recruitment days jointly held with non-government organisations.

聯繫員工 Staff Connections

員工類別 (以職別分類) 員工數目# 男性 女性Staff Type (Employment Type) Number of Staff # Male Female

管理人員 331 232 99Management

督導人員 743 697 46Supervisory Staff

文職及後勤支援人員 628 438 190Clerical and Supporting Staff

車長 8,509 8,040 469Bus Captain

維修人員 1,849 1,836 13Maintenance Staff

員工數據 Staff Figures

# 截至2013年6月30日 as at 30/6/2013

員工溝通

為確保管理層與員工之間的有效雙向溝通，我們設立了多種溝通管道。九巴共設有五個勞資協商委員會，為管理層和員工代表提供直接的溝通平台，以便就安全和營運程序、工作環境及員工福利等事宜進行討論。

九巴的員工網站包含多種實用資訊，例如公司通告、活動預告、員工活動摘要、工作與生活平衡小提示等。公司的《今日九巴》月刊及自行製作的視像短片亦提供額外資訊，讓員工進一步掌握公司發展及業界動態。

推動員工體育活動

九巴鼓勵員工參加有益身心的體育活動。在報告期間，我們於2013年4月在烏溪沙青年新村舉辦了九巴長跑賽2013，又配合九巴80週年舉行了九巴八十週年盃賽事。當日，共吸引了超過240名員工和他們的家人參加了長跑和同樂日。另外，九巴的龍舟隊在報告期間參加了多項公開比賽，取得彪炳的成績。在2013年6月的赤柱國際龍舟錦標賽中，我們的龍舟隊獲得了赤柱廣場混合銀碟決賽的冠軍、男子B銅盃決賽冠軍及男子乙組初賽的第一名。

員工福利

九巴提供具有市場吸引力的薪酬福利留住人才，包括公積金、有薪年假、醫療福利、住院保險、意外保險，而員工及其家屬更享有免費乘搭巴士的優惠。九巴亦致力偍倡工作與生活相平衡的健康生活，鼓勵員工參與多種內部和外界舉辦的體育和社區公益活動，例如車廠之間的比賽及錦標賽、「公益慈善馬拉松」及「渣打香港馬拉松」。此外，我們推行僱員關懷計劃，為有需要的員工提供專業輔導服務。

九巴盡力配合運輸署的「巴士車長工作、休息及用膳時間指引」時間表，於2012年第三季落實新安排。除了延長巴士車長的用膳時間外，我們亦在多個巴士總站增設福利設施供巴士車長及前線員工使用，其中包括休息室、洗手間、飲水機、微波爐及電冰箱等。九巴的四個醫療中心為員工提供專門的門診服務，同時為新入職和有需要的僱員提供驗身及年度體檢。

Staff Communications

Various communication channels are in place to ensure effective two-way communication between management and employees. KMB has established five Joint Consultative Committees, which act as a direct communication platform between management and employee representatives, to review issues such as safety and operating procedures, the working environment and staff welfare.

The KMB staff website contains a variety of useful information such as management announcements, upcoming staff events, highlights of past activities and work-life balance tips. Our monthly magazine KMB Today and in-house videos are additional channels for keeping staff informed of the latest corporate developments and industry-related information.

Promotion of Staff Sports Activities

KMB encourages staff to take part in sports activities that benefit their health. In the reporting period, the KMB Long Distance Run 2013 was successfully held in April 2013 at Wu Kai Sha Sports Ground where over 240 staff and their families joined the run and a day of fun. To tie in with the 80th anniversary, a race for the KMB 80th Anniversary Cup was also held. In addition, the KMB Dragon Boat team entered a number of open races during the reporting period and achieved enviable results. The Team won three awards (Men’s B Heat – First, Men’s B Bronze Cup Final – Champions, and Stanley Plaza Mixed Silver Plate Final – Champions) in the Stanley International Dragon Boat Championships held in June 2013.

Staff Benefits

Attractive benefit packages are offered to attract and retain talented and committed staff, including provident fund, annual leave, medical benefits, hospitalisation insurance, accident insurance and free bus travel for staff and their dependants. KMB promotes healthy work-life balance by encouraging staff to take part in different internal and external sports events and community activities, such as inter-depot competitions and tournaments, the Community Chest Corporate Challenge Half Marathon and the Standard Chartered Hong Kong Marathon. KMB also launched the Employee Caring Programme to provide staff with dedicated counselling services as the need arises.

KMB has made every effort to meet the Transport Department’s timeline for the adoption of the new arrangements outlined in the “Guidelines on Bus Captain Working Hours, Rest Times and Meal Breaks” by the third quarter of 2012. In addition to increasing meal break time for bus captains, we have equipped many bus termini with enhanced amenities for use by bus captains and other frontline staff, including rest areas, toilets, drinking water dispensers, microwave ovens and refrigerators. Four Medical Centres on KMB premises provide dedicated outpatient services for our staff, as well as medical checks for new employees and annual medical checks as required.

關懷僱員 Caring for Employees42

關懷僱員 Caring for Employees 43

九巴車長朱偉添

Mr. Chu Wai TimKMB Bus Captain

我已任職九巴車長超過十年，見證著九巴的不斷發展，而近年的進步尤其明顯。

自2012年開始，我們的用膳時間增加了一倍，部份巴士總站亦提供更多如自助

食堂的福利設施。穩定而良好的工作環境讓我可享受健康生活，達致工作與

生活相平衡。我是一位體育愛好者，每星期跑步最多六次，我亦是「渣打香港

馬拉松」九巴隊的一份子。我不但從中享受比賽的樂趣，而且亦加強了對公司的

歸屬感。

Having served KMB as a bus captain for more than 10 years, I have witnessed

continuous improvements, particularly in recent years. The meal break time has been

doubled since 2012 and more facilities such as self-service cafeterias have been set

up for staff at some bus termini. The stable working environment allows me to enjoy

a healthy and balanced lifestyle. As a sports enthusiast, I go running up to six times

a week and can take part in the Standard Chartered Hong Kong Marathon as part of

the KMB team, which is both fun and boosts my sense of belonging.

員工培訓

作為關顧員工的僱主，九巴致力栽培員工，以維持及提升服務質素。我們為各級員工提供不同類型的培訓及發展課程。

我們的危機管理委員會成立了特別支援小組，以優化處理交通突發事故。小組成員均已接受專業輔導培訓，以加強他們處理危機的知識和技巧。在2013年，共有超過300名員工參加由職業安全健康局及勞工處舉辦的講座。我們亦邀請平等機會委員會，為我們的管理人員及前線工作人員解釋最新的反歧視條例。九巴視員工誠信為重要的行為準則，故此安排所有員工接受防止貪污的培訓。九巴於報告期內並無觸犯任何貪污法例。

Staff Training

As a caring employer, we are committed to developing our staff so as to maintain and upgrade the quality of our service. We offer a wide range of training and development courses for staff at all levels.

A Special Assistance Team has been established under the Crisis Management Committee to improve the handling of traffic contingencies. Team members are provided with training in counselling skills to strengthen their crisis management knowledge and techniques. In 2013, over 300 staff attended courses organised by the Occupational Safety and Health Council and the Labour Department. The Equal Opportunities Commission was also invited to explain the latest anti-discrimination legal requirements to our management staff and frontline operations staff. We regard staff integrity as an important aspect of our code of conduct. Therefore, training on anti-corruption policies is offered to all staff members and no incident of corruption was recorded in the reporting period.

員工發展 Staff Development

專業車長培訓

為保障乘客安全及提供可靠及舒適的巴士服務，我們致力培訓巴士車長。九巴於沙田車廠設立了車長訓練學校，為車長提供一系列的培訓及駕駛技術改進課程。於報告期內，九巴每名現役車長平均接受了4.2小時的培訓。

Professional Bus Captain Training

We are committed to bus captain training that safeguards passenger safety and enables the provision of reliable and comfortable bus services. A range of training and improvement courses are provided to our bus captains at the Bus Captain Training School in Sha Tin Depot. In the reporting period, each serving bus captain received on average 4.2 hours of training.

九巴車長訓練學校精心設計了全面及系統化的培訓課程，重點提升車長的防衛性駕駛技巧。新入職的車長會接受一系列的基本培訓，其重點包括巴士操控、道路安全意識、安全行車技巧、道路守則、巴士停泊、夜間駕駛、不同巴士型號、認識巴士路線和車上設施，以及顧客服務技巧。所有新車長在正式投入服務前，必須通過嚴格的內部評估，以確保他們能有效地履行職責。我們亦為資深車長安排駕駛技術改進培訓課程，以持續加強他們的道路安全意識及駕駛技巧。此外，所有車長亦會參加環保駕駛培訓課程，學習停車熄匙等良好習慣，加強環保意識。

沙田車廠的車長訓練學校設有一間先進的巴士模擬駕駛室，模擬現實世界的駕駛環境、路面情況及駕駛者習慣，提升車長的駕駛技巧及面對多種突發路面情況的應變能力。為提高訓練成效，導師會即場向每位受訓者提供意見，並會在訓練後派發一份載有車速、行車時間、乘客舒適度等資料的報告。

為確保培訓課程的質素，駕駛導師會定期檢討並更新培訓課程的內容，以配合新增巴士型號及訓練境況。為騰出更多時間進行路面駕駛練習，我們以網上培訓取代傳統的課堂教學，向新入職的車長教授交通規則、安全貼士及公司規例。另外，我們亦正為各級員工建立一個專門的網上學習平台，努力培養自學的文化。

於2012年，九巴推出「伴你同行」計劃，協助新入職車長盡快適應新的工作環境，並提高他們的道路安全意識。我們安排行車經驗豐富而安全表現優秀的車長與新入職車長同車，透過分享行車經驗灌輸正面的駕駛態度。

九巴建立了系統性的車長表現評估機制，確保車長的服務保持在最高水準。表現未能符合這些高標準的車長將會接受改進培訓，並由表現管理小組協助他們認識自己的長處和短處。如有關車長表現持續欠佳或行為不當，我們會採取紀律處分。

The focus of the Bus Captain Training School’s systematic training is the improvement of bus captains’ defensive driving skills through comprehensive and carefully designed courses. New bus captains undertake a series of basic training courses that focus on handling a bus, road safety awareness, safe driving techniques, road regulations, bus parking, night driving, different bus types, familiarisation with bus routes and on-board facilities, and customer service skills. Before delivering services to the public, all new bus captains must pass rigorous internal assessments to ensure that they can carry out their duties effectively. Continuous improvement training courses are provided to experienced bus captains to reinforce their road safety awareness and defensive driving skills. All bus captains also receive eco-driving training, which focuses on good practices such as switching off idling engines, to strengthen their environmental awareness.

The Bus Captain Training School in Sha Tin Depot is equipped with a state-of-the-art Driving Simulator Studio that is specially designed to recreate real-world driving environments, road conditions and driver behaviours to enhance bus captains’ driving performance and response to different situations. To maximise the training outcomes, instructors provide specific feedback on the spot. A report covering speed, trip duration and passenger comfort is also given to each trainee after the training.

To ensure the quality of the Company’s training programmes, training content is reviewed and updated regularly by driving instructors to cater for new bus models and training scenarios. To release more time for on-road practice, online training has replaced traditional classroom lectures for tutoring new bus captains on traffic rules, safety tips and company regulations. In addition, to encourage a self-learning culture, a dedicated e-learning platform is being established for the use of all grades of staff.

In 2012, the “KMBuddy Driver Programme” was launched to help new bus captains quickly adapt to their work environment and make them more aware of road safety. Bus captains with extensive driving experience and a good safety record ride with newly appointed bus captains and help impart a positive driving attitude by sharing their driving experience.

KMB has established a systematic performance assessment mechanism to monitor the performance of bus captains to ensure that services are maintained at the highest possible level. Any bus captain who fails to meet these high standards will be provided with remedial training, with a Performance Management Team helping them identify their strengths and weaknesses. In the event of continued under-performance or misconduct, disciplinary action will be taken.

關懷僱員 Caring for Employees44

關懷僱員 Caring for Employees 45

技術及學徒培訓

為了向巴士車隊提供足夠的熟練維修人員，九巴的技術訓練學校（「學校」）為中學畢業生舉辦為期四年的學徒培訓計劃。於報告期內，共有49位學徒畢業，令學校自成立以來的畢業生總數達到2,298名。截至2013年6月30日，共有124名學徒入讀技術訓練學校。

具有豐富經驗的技術人員是九巴維持卓越運作的關鍵。上述學校自1973年成立以來，已成為香港栽培巴士維修員工歷史最悠久的學校。

九巴學徒培訓計劃的優秀成績於2013年再次獲得肯定，一位學徒在職業訓練局舉辦的最佳汽車學徒比賽中獲得第四名，繼而獲邀前往日本參觀當地的豐田汽車生產基地。

表揚卓越服務

九巴舉辦多項比賽及設立多個獎項，以嘉許表現出色的員工，並鼓勵員工繼續盡心服務顧客。我們舉行長期服務頒獎典禮，表揚資深員工多年來的忠誠服務。為推廣道路安全，我們為車長設立了安全駕駛獎及安全駕駛年度獎。我們亦設有良好服務年度獎，用以表揚站長和車長的優秀表現。另外，我們透過每年的傑出服務獎表揚員工的突出表現。於2013年，共有62名員工獲頒傑出服務獎，同時嘉許通過集體努力而締造佳績的團隊。

Technical and Apprentice Training

To ensure a steady supply of skilled maintenance workers for our bus fleet, KMB’s Technical Training School (“the School”) runs a four-year apprenticeship training scheme for school leavers. In the reporting period, 49 apprentices graduated, bringing the total number of graduates since the School’s establishment to 2,298. As at 30 June 2013, 124 apprentices were enrolled.

Highly-skilled technicians are very important to our operational excellence. The longest established school of its kind in Hong Kong, the School has been training maintenance staff in the latest bus technologies since 1973.

The quality of KMB’s apprentice training programme was once again recognised in 2013 as a KMB apprentice placed Third Runner-up in the Vocational Training Council’s Best Apprentice in the Automobile Trade Competition. He was invited to visit Toyota Motor Plant in Japan.

Rewarding Service Excellence

KMB organises a number of competitions and awards to reward outstanding performers and encourage continuous dedication to customer service. We held the Long Service Award Presentation Ceremony to recognise the loyal service of our long service staff. To promote road safety, we run the Safe Driving Award and the Safe Driving Annual Awards for bus captains. The Good Service Annual Awards have also been established to recognise the work of our first-class team of terminus supervisors and bus captains. In addition, KMB staffs who demonstrate outstanding performance are recognised in our annual Outstanding Service Awards. In 2013, a total of 62 employees received this award, while team awards were presented to groups who worked together to outstanding effect.

貢獻社區 Contributing to the Community

作為良好的企業公民與積極的社區成員，九巴持續不懈地支持、參與及贊助多項社會服務及慈善活動，服務社群。在報告期內，九巴獲東華三院頒發傑出企業伙伴合作大獎，又榮獲香港公益金頒發公益榮譽獎。

As a good corporate citizen and an active member of the community, KMB has long been supporting, participating in and sponsoring a wide range of community service and charity activities. In the reporting period, Tung Wah Group of Hospitals granted the Outstanding Corporate Partnership to KMB, who also received the President’s Award from The Community Chest of Hong Kong.

貢獻社區Contributing to the Community

貢獻社區 Contributing to the Community 47

贊助社區活動

九巴經常贊助及參與不同類型的社區活動，例如香港公益金舉辦的新界區百萬行、公益金便服日及公益慈善馬拉松、香港社會服務聯會「商界展關懷」贊助人會，以及香港特區政府、專業團體、慈善機構及環保組織舉辦的其他公益活動。於報告期內，九巴除了向約120間社福機構提供免費巴士車身廣告外，又利用車站候車亭燈箱及巴士流動多媒體系統，免費為90多項慈善活動作出宣傳。

我們致力促進業界發展及提升道路安全意識。我們在報告期內贊助了多項計劃和體育及文化盛事，受惠項目包括香港管理專業協會優質管理獎、香港工商業獎、香港大學傑出交通運輸講座系列、香港傑出運動員選舉、外展•衝勁樂、環島行，以及社會福利署的義工運動。

Community Sponsorship

KMB often serves as sponsor of and participant in different local community programmes, for example, the New Territories Walk for Millions, Dress Casual Day, the Community Chest Corporate Challenge and Hong Kong Council of Social Service Caring Company Patron’s Club, as well as other initiatives organised by the HKSAR Government, professional bodies, charities and green groups. In the reporting period, KMB sponsored around 120 social welfare organisations with complimentary bus body advertisements, while more than 90 charity events enjoyed free exposure in the form of bus shelter posters and air-time on KMB’s on-bus broadcasting system.

We support the healthy growth of the industry and strive to improve road safety awareness. In the reporting period, KMB sponsored a variety of relevant campaigns, as well as sporting and cultural events, benefiting such campaigns as the Hong Kong Management Association Quality Award, the Hong Kong Awards for Industries, the University of Hong Kong’s Distinguished Transport Lecture Series, the Hong Kong Sports Stars Awards, the Outward Bound Hong Kong Corporate Challenge, the Green Power Hike and the Volunteer Movement of the Social Welfare Department.

關懷有特別需要的乘客

為包括長者的所有乘客提供安全及舒適的巴士服務，一向是九巴的使命。九巴與香港警察攜手舉辦了一系列推廣宣傳活動，包括向長者乘客派發環保袋和宣傳單張，以及到訪長者經常使用的巴士站，呼籲他們乘車時緊握扶手。

另外，我們因應不同社會人士的需要提供免費及優惠的巴士服務。九巴分別於「國際復康日」及「長者日」為傷健人士及其同行照顧者，以及65歲或以上長者提供免費巴士服務。自2012年8月5日起，根據政府的「長者及合資格殘廢人士公共交通票價優惠計劃」，合資格的八達通使用者可享有港幣兩元或適用優惠車費（兩者以較低者為準）。此外，九巴亦已加入「殘疾人士使用公共交通工具工作小組」，其他成員包括運輸署、其他公共巴士營運商及傷健人士機構的代表。

Caring for Passengers with Special Needs

It is KMB’s mission to provide safe and comfortable bus journeys to all passengers, including the elderly. In collaboration with the police, KMB has launched a series of promotional activities involving the distribution of environment-friendly bags and promotional leaflets to elderly passengers and visits to bus stops frequently used by the elderly to convey to them safety messages such as reminding them to hold the handrail when riding buses.

In addition, KMB offers free rides and discounted fares to the needy. Disabled people and their escorts travel for free on all KMB bus routes on International Day of Persons with Disabilities while those aged 65 and over may enjoy free rides on Senior Citizens’ Day. Since 5 August 2012, under the Government’s Public Transport Fare Concession Scheme for the Elderly and Eligible Persons with Disabilities, such passengers paying by Octopus card enjoy a flat fare of HK$2 or the current applicable fare, whichever is lower. KMB also serves as a member of the Working Group on Access to Public Transport by People with Disabilities along with representatives from the Transport Department, other public bus operators and organisations for the disabled.

關懷文化 Caring Culture

融入社區 Connecting the Community

九巴之友

於1995年成立的九巴義工組織「九巴之友」，向來致力推廣環境保護、公民教育及社區服務。於2013年，「九巴之友」的4,300名義工共投入了超過20,000小時來服務社區。自2008年起，「九巴之友」與基督教正生會合作，推行名為「我有一個家在香港」計劃，邀請來自湖南和福建省的孤兒或患有疾病的兒童，於農曆新年入住義工的愛心家庭，為期一周，讓孩子們體會家的溫暖。此外，「九巴之友」自2010年起參與由康樂及文化事務署主辦的「綠化義工計劃」，於深水埗區的公園種植花卉及保育樹木，推廣市區綠化。為了進一步鼓勵年青一代參與服務社區，「九巴之友」的申請門檻已降至12歲。

在報告期間，九巴與香港國際社會服務社合辦全新的「親子全攻略」計劃，旨在協助有需要的家庭。來自香港國際社會服務社天水圍綜合家庭服務中心的單親家庭及低收入家庭獲邀出席了多個簡介會，以了解正面思考、環保生活及和諧家庭等課題。

「九巴之友」聯同其他企業義工隊，積極參與由獅子山青年商會與東華三院合作、社會福利署協辦的義務工作日，探訪深水埗富昌邨的獨居長者。此外 ， 應 明 愛 樂 協 會 邀 請 ， 「 九 巴 之 友 」 參 與「『無毒駕駛』推廣日」活動，協助宣揚禁毒訊息。當日，「九巴之友」成員到訪小西灣及美孚，向市民派發宣傳單張及紀念品，並耐心向他們講解毒後駕駛的各種禍害。

Friends of KMB

KMB’s volunteer club FRIENDS OF KMB (“FRN”) has been promoting environmental protection, civic education and social service activities since its establishment in 1995. In 2013, FRN’s 4,300 volunteers contributed more than 20,000 hours of their time to community service. Since 2008, FRN has run a voluntary campaign in collaboration with the Christian Zheng Sheng Association called “I have a home in Hong Kong”. Children from Hunan and Fujian Provinces who have lost their parents or suffer from medical conditions are invited to join host families in Hong Kong for a week at Lunar New Year. FRN has also since 2010 participated in the “Green Volunteer Scheme” organised by the Leisure and Cultural Services Department, planting flowers and assisting with tree conservation in Sham Shui Po District to brighten the urban landscape. To encourage more young people to get involved in their local communities, FRN has lowered its recruitment age to 12.

In the reporting period, a new programme, “Healthy Family Tips”, was run in partnership with International Social Service – Hong Kong Branch (“ISS-HK”) to help families in need. Single-parent and low income families from ISS-HK’s Tin Shui Wai Integrated Family Service Centre attended briefing sessions on positive thinking, green living and family harmony.

FRN members, along with other corporate volunteers, took part in a volunteer day organised by the Lion Rock Junior Chamber and Tung Wah Group of Hospitals and co-organised by the Social Welfare Department, visiting the elderly in Fu Cheong Estate, Sham Shui Po. At the invitation of Caritas Lok Heep Club, FRN also participated in the “Drug-free Driving Day”, helping to promote anti-drug messages. FRN members visited Siu Sai Wan and Mei Foo, where they distributed promotional leaflets and souvenirs to the public and helped explain the harmful effects of drug driving.

九巴持續投資提升巴士設施，為有特別需要的乘客提供乘車便利。巴士車頭正面的液晶顯示屏採用較大的字體及數字，讓在巴士站候車的乘客對巴士路線一目瞭然。九巴車隊的所有巴士全部配備電子報站系統，而所有新巴士均配備超低地台及無梯級上車處、輪椅擺放空間，以及上車處旁邊的防滑扶手。

We continue to invest in features that make travel easier for passengers with special needs. At the front of buses, large characters and numbers are displayed on the liquid crystal display (“LCD”) destination panels for passengers waiting at bus stops. The entire KMB fleet is equipped with the Electronic Bus Stop Announcement System, while all new buses are equipped with a super-low floor step-free entrance, a wheelchair space and a non-slip handrail near the entrance.

貢獻社區 Contributing to the Community48

貢獻社區 Contributing to the Community 49

能夠成為「九巴之友」的一份子，我感到十分高興。我不但協助籌辦社會服務及義工

計劃和活動，又和其他會員攜手參與各項社會服務，為社區作出貢獻，例如探訪長者

及為青少年和殘疾人士舉辦戶外活動。

我很感謝九巴管理層對我們社會服務活動的全力支持。「九巴之友」除了給予我服務

社群及幫助有需要人士的機會，又讓我結識了不少志同道合的朋友，我非常珍惜

和他們建立起的友誼。

將來，我希望能與「九巴之友」一起，努力不懈地繼續服務社區，並弘揚關愛社會的

精神。

I am very happy to be a member of FRIENDS OF KMB, helping organise social service and

volunteer programmes and activities. Together with other members, I am involved in a

number of community outreach events, such as visiting the elderly and organising outdoor

activities for young people and people with disabilities.

I appreciate the great support for social initiatives that the management of KMB provides us

with. Through FRN, I not only have the opportunity to serve the community and help those

in need, but am also able to make a lot of friends with like-minded people, friendships which

I treasure.

I look forward to continuing to care for my community and promote the spirit of social

concern with FRIENDS OF KMB.

「九巴之友」會員 尹丹麗小姐

Ms. Wan Dan Laimember of FRIENDS OF KMB

連繫各界 Engaging Stakeholders

作為公共服務提供者，九巴用心聆聽社會各界對我們日常營運的意見，以進一步提升我們的服務，迎合甚至超越乘客的期望。為此，我們通過不同的溝通管道，與各持份者保持緊密聯繫，包括乘客、員工、供應商、製造商、承辦商、政府、政治組織及社區團體。

As a public service provider, we always listen to the community’s feedback on our daily operations so that we can improve our services and meet or even exceed our passengers’ expectations. To this end, we use a wide range of communication channels to engage our various stakeholders, including passengers, staff, suppliers, manufacturers, contractors, the government, and political as well as community groups.

連繫各界Engaging Stakeholders

前排左至右：九巴董事總經理何達文先生、九巴主席梁乃鵬博士、政務司司長林鄭月娥女士、行政會議召集人林煥光先生、運輸及房屋局局長張炳良教授、九巴副董事總經理歐陽杞浚先生。Front row left to right: KMB Managing Director Mr. Edmond Ho, KMB Chairman Dr. Norman Leung, Chief Secretary Mrs. Carrie Lam, Executive Council Convenor Mr. W.K. Lam, Secretary for Transport and Housing Professor Anthony Cheung, KMB Deputy Managing Director Mr. Evan Auyang.

連繫各界 Engaging Stakeholders 51

每年，九巴均出版「企業社會責任約章」，記錄及彰顯我們在企業社會責任上的工作及取得的成就。九巴的《企業社會責任約章2011》在Communications Concepts舉辦的「2012 Apex Awards

for Publication Excellence」中榮獲優異獎。我們又於2012年出版了《九巴環保屢創先河》小冊子，重點介紹我們的環保政策及表現。2013年，我們將《企業社會責任約章》及《環保小冊子》合併為《可持續發展報告》，參照《全球報告倡議組織G3.1指引》及《全球報告倡議組織 ─ 物流及運輸行業補充指引》編寫而成。《可持續發展報告》詳述九巴的使命、願景和企業價值，包括關懷顧客和僱員、聯繫社區、聯繫持份者、對環境的承擔和促進可持續發展。

我們的《2013年九巴乘客聯絡小組報告》詳列乘客在小組會議內提出的建議和關注事項，以及九巴的回應和相應的改善及調整措施。同時，我們亦出版企業刊物《今日九巴》，向員工及持份者發佈最新資訊及企業消息。該刊物廣泛派發，包括員工、商業夥伴、立法會及區議會議員、政府部門、傳媒、學校、大專院校及公共圖書館。上述多本刊物均可於九巴網站瀏覽。

2013年為九巴成立80週年，我們為這個慶典舉行了多項慶祝活動，並藉著這些活動緊密連繫各界。 慶祝活動以九巴乘客、員工、主要持份者、香港市民及遊客為目標。為達到全城分享的效果，我們制訂慶祝活動時特別與擁有龐大公眾支持的策略夥伴合作，以收事半功倍之效。活動包括發起全城大募集九巴文物，發掘歷來九巴的無名英雄，舉辦了慶祝活動啟動禮暨嘉年華會，又與三聯書店(香港)有限公司合作，於香港書展首日發佈由本土歷史作家高添強撰寫的《九巴同行八十年》一書，及在9月底至11月在香港歷史博物館舉辦「伴你同行：香港巴士故事」展覽。同時，我們又善用社交媒體，開設Facebook九巴專頁及慶祝活動網頁，將最新的慶祝活動片段及資訊帶給廣大的受眾。

Every year, we publish the KMB Corporate Social Responsibility (“CSR”) Charter to record and publicise our CSR performance and achievements. The excellence of KMB’s 2011 CSR Charter was recognised with the Award of Excellence in the 2012 Apex Awards for Publication Excellence organised by Communications Concepts. In 2012, we also published “KMB’s Efforts in Environmental Protection” to highlight our environmental policies and performance. In 2013, we combined the former KMB CSR Charter and Environmental Protection Booklet into a Sustainability Report (“SR”) that is produced making reference to the GRI G3.1 Guidelines and the GRI sector supplement for Logistics and Transportation. The SR details KMB’s mission, vision and corporate values, including its care for customers and employees, its connection with the community, its engagement with stakeholders, its commitment to the environment and its promotion of sustainable development. KMB’s 2013 Passenger Liaison Group (“PLG”) Report records the suggestions and comments made by passengers at the PLG Meetings together with KMB’s

responses, as well as the relevant improvement measures and adjustments made in response to previous suggestions. We also publish the

corporate magazine KMB Today to keep our staff and stakeholders informed of our latest initiatives and corporate news. KMB Today is

widely distributed to various stakeholder groups such as staff, business partners, Legislative and

District Councillors, government departments, the media, schools and tertiary institutions

and public libraries. All these publications are available on the KMB website.

As 2013 marked the 80th anniversary of the establishment of KMB, we arranged a number of activities to celebrate the occasion, engaging closely with our stakeholders. The celebration activities identified KMB passengers, staff, major stakeholders, Hong Kong citizens and tourists as the main targets. In order to achieve our aim of celebrating the occasion with everybody in the city, we planned the activities in such a way that we collaborated with partners that enjoy strong public support in the city. The activities included the collection of KMB-related heritage items, focuses on unsung heroes in KMB over the years, holding a carnival to kick off the various 80th anniversary activities, publishing, in cooperation with Joint Publishing (H.K.), the best-selling book 80 Years with KMB written by local historian Ko Tim-keung, and releasing it on the first day of the Hong Kong Book Fair, and holding the “Journey with You: Hong Kong Bus Story” exhibition that took place at the Hong Kong Museum of History from late September to November. We also made the best use of social media, setting up a KMB Facebook and celebration-related mini-websites through which we disseminated the latest celebration information to the general public.

刊物 Publications

九巴80週年慶祝活動 Celebrating Activities on the KMB 80th Anniversary

前排左至右：九巴董事總經理何達文先生、九巴主席梁乃鵬博士、政務司司長林鄭月娥女士、行政會議召集人林煥光先生、運輸及房屋局局長張炳良教授、九巴副董事總經理歐陽杞浚先生。Front row left to right: KMB Managing Director Mr. Edmond Ho, KMB Chairman Dr. Norman Leung, Chief Secretary Mrs. Carrie Lam, Executive Council Convenor Mr. W.K. Lam, Secretary for Transport and Housing Professor Anthony Cheung, KMB Deputy Managing Director Mr. Evan Auyang.

多次獲獎的九巴網站（www.kmb.hk）顧及特別群體的需要，同時亦兼顧到常用瀏覽器的功能及限制。網站設有香港公共巴士公司中首創的地圖版點對點巴士路線搜尋功能，只需觸按，便可獲得相關路線的詳細資料。該網站的點對點路線搜尋服務具備「街道景像」功能，能透過360度實景的街景圖像，讓乘客猶如置身所選擇的巴士站，預先全方位掌握周邊景物的實地情況。

報告期內，九巴網站（www.kmb.hk）獲得多個由專業團體頒發的獎項，表揚網站為用戶提供方便易用及表達清晰的介面。獎項包括香港互聯網註冊管理有限公司舉辦的2012年度「香港十大.hk網站選舉 ─ 金獎」、互聯網專業協會舉辦的

KMB’s award-winning website (www.kmb.hk) caters for the needs of special groups while taking into consideration the capabilities and limitations of the most popular browsers. The website features Hong Kong’s first map-based point-to-point bus route search function for a public bus company, giving details of relevant routes at a couple of clicks. The “Street View” feature on its point-to-point route search function gives passengers a 360-degree photo tour of the street near their chosen bus stop, helping them to orientate themselves to their surroundings in advance.

During the reporting period, the KMB website (www.kmb.hk) received various awards from professional organisations for its user-friendly and clear presentation. The awards include the Gold Prize in the 2012 Top 10 .hk Website Competition organised by the Hong Kong Internet Registration Corporation

網上溝通 Online Communications

除了回應傳媒的日常查詢，我們會定期邀請傳媒出席簡報會及活動，以加強彼此溝通。我們於報告期內舉辦了多次傳媒簡報會，以宣揚所推動的新措施，並讓市民加深瞭解九巴以客為尊的服務方針。傳媒簡報會的內容涵蓋九巴成立80週年的多項慶祝活動（於2013年4月在沙田車廠天台舉辦的嘉年華會及年度傑出車長選舉、7月推出暢銷書籍《九巴同行八十年》、9月底至11月在香港歷史博物館舉辦「伴你同行：香港巴士故事」展覽），及在北區實施的全港首個「區域性模式」巴士路線重組計劃。傳媒簡報會的另一個主要焦點是介紹九巴車隊的最新環保成就，包括介紹新一代E500型雙層巴士、超級電容巴士「gBus²」及電動巴士「eBus」。

九巴亦透過簡報會宣傳在提升安全、優質巴士服務方面的新活動。報告期內的簡報會內容包括「九巴強勢建構關愛長者文化」、「九巴車神締造30年『零意外』紀錄」、「九巴招收學徒，培育巴士維修專才」、「九巴車務營運部榮獲職業健康和安全管理體系（OHSAS）18001證書」、「九巴•長者安全有計」及非空調巴士退役。

此外，我們經九巴網站向公眾發佈新聞稿及巴士路線消息，分享我們在巴士服務、設施、安全及環保措施各方面的最新發展。

Apart from responding to routine media inquiries, we regularly invite the media to attend briefings and events to strengthen mutual communication. In the reporting period, we organised a number of press briefings to promote new initiatives and increase public awareness of our customer-friendly services. These sessions covered the various celebration activities related to the 80th anniversary of KMB (the carnival and Bus Caption of the Year competition on the rooftop of Sha Tin Depot in April 2013, the release of the best-selling book 80 Years with KMB in July, the “Journey with You: Hong Kong Bus Story” exhibition that took place at the Hong Kong Museum of History from late September to November) and the implementation of Hong Kong’s first area approach bus route reorganisation in North District. Another major focus of our press briefings was to showcase the latest environmental achievements of the KMB bus fleet, including the introduction of new generation E500 double-deck buses, and the trials of the supercapacitor “gBus²” and the battery-powered “eBus”.

We also introduce to the public through the media our initiatives for the provision and strengthening of safe and excellent bus services. In the reporting period, media briefings covered “KMB Creates a Caring Culture for the Elderly”, “KMB Bus Captains Achieved a ‘Zero Accident’ Record of 30 Years”, “Recruitment and Professional Development of KMB Apprentices”, “KMB Operations Division receives Occupational Health and Safety Assessment Series (OHSAS) 18001 Certification” and the “KMB Elderly Safety Programme” , Farewell of Non Air-Conditioned Bus.

KMB publishes its press releases and route announcements on the KMB website to keep the public informed of its latest developments in respect of services, facilities, and safety and environmental protection measures.

連繫各界 Engaging Stakeholders52

傳媒 Media

連繫各界 Engaging Stakeholders 53

為了增進公眾對九巴車廠日常運作及維修、清潔等程序的了解，九巴於報告期內共接待了來自超過90間不同機構的訪客，包括28間社會服務機構、14間商業、學術及專業機構、11個政府部門、10間高等教育院校、9間中、小學、3個政治團體、2個環保組織、1個巴士迷組織及15個其他團體。

訪客們參觀了九巴的車廠、提升了的巴士服務及設施、零排放運輸工具如超級電容巴士及電池驅動巴士、無障礙設施等。

To enhance the public’s understanding of the daily operations of its bus depots, as well as maintenance and bus cleaning procedures, KMB received visitors from more than 90 organisations in the reporting period, including 28 social service organisations, 14 commercial, academic and professional bodies, 11 government departments, 10 higher education institutes, 9 secondary and primary schools, 3 political parties, 2 green bodies, 1 bus fan organisation and 15 other organisations.

The visitors observed KMB’s various depots, upgraded bus services and facilities, zero emission transport such as gBus² and eBus, barrier-free facilities, etc.

招待訪客 Hosting Visits

2011-2012年度「無障礙優異網站獎 ─ 鑽石大 獎 」，以及政府資訊科技總監辦公室及平等機會委員會舉辦的2012-13年度「無障礙網頁嘉許計劃 ─ 金獎」。

Facebook

報告期間的2013年4月，九巴啟動了「九巴Facebook

專頁」（www.facebook.com/kmbhongkong），配合日漸普及的通訊模式，在移動通訊領域建立起有效的溝通平台，在發放所有有關九巴企業訊息的同時，亦可聆聽網民對九巴的各種意見。

Limited, the Diamond Award in the Webcare Award 2011-2012 organised by the Internet Professional Association and the Gold Award in the Website Accessibility Recognition Scheme 2012-2013 organised by the Office of the Government Chief Information Officer and the Equal Opportunities Commission.

Facebook

Responding to the popular new communication modes, KMB launched the “KMB Facebook page” (www.facebook.com/kmbhongkong) in April 2013 inside the reporting period, setting up an effective communication platform in the realm of mobile communications. In addition to publicizing all KMB-related corporate information, the KMB Facebook also serves to gather feedback from netizens on their views on KMB.

巴士迷組織JR Team核心成員何慶澤先生

Mr. Jack HoCore Team Member of JR TeamA Bus Fan Organisation

2009年，我加入「JR Team」，協助推廣九巴文化。近年，九巴致力優化服務以滿足瞬息萬變的社會需求。新設立的屯門公路巴士轉乘計劃是其中重要的一環。去年，我參加了多個九巴的公眾活動，包括超級電容巴士「gBus2」測試活動及北區巴士路線重整的公眾諮詢。透過上述的公眾推廣活動，市民能更深入瞭解九巴的發展計劃及其對日常生活的影響。憑藉80多年的歷史，九巴已成為香港集體回憶的一部分。我期望九巴繼續秉持「九巴服務 日日進步」的宗旨，持續提升服務水準。

I joined the JR Team in 2009 to help promote KMB’s culture. In recent years, KMB has reinforced its efforts to enhance its services to meet the fast changing needs of the community. The newly established Tuen Mun Road Bus-Bus Interchange is one of the most prominent examples in that regard. Last year, I participated in a number of KMB’s public engagement events such as the trial of the supercapacitor “gBus2” and the bus route reorganisation consultation in North District. Such public outreach programmes enable the public to better understand KMB’s development and its relation to the improvement of everyday life. With its 80 year history, KMB is already part of Hong Kong’s collective memory and is set to continue providing services in accordance with its motto “Moving Forward Every Day”.

為與社區維持緊密聯繫，九巴就本港公共交通運輸策略及巴士路線發展計劃，積極與各持份者及地區代表保持溝通。除了在區議會轄下交通及運輸委員會會議內討論交流意見外，九巴員工更會與多個政黨、地區組織及興趣小組會面，以收集各方對九巴服務的意見。

另外，九巴亦積極連繫巴士迷，在合作舉辦與巴士有關的活動外，同時聆聽他們的建議。在報告期間，九巴配合及協助巴士迷組織舉辦了不少跟巴士有關的活動，除了展出巴士及參觀九巴車廠設施等活動外，我們亦邀請了巴士迷組隊參加了2013年4月13日的「定向80」挑戰賽。比賽當日，六隊由大專學生、九巴員工和巴士迷組成的隊伍，從屯門公路轉車站出發，遊走九龍新界不同角落，利用九巴的智能手機應用程式、不同的巴士線及巴士轉乘服務完成四項指定任務，包括尋找九巴歷史地標、擔任旅遊大使、推廣綠色生活和積極參與社區服務，發掘並向市民介紹九巴的歷史和現代化服務。

In order to maintain close connections with the community, KMB engages its stakeholders and district representatives regarding local public transport issues as well as its bus route development and reorganisation plans. Besides attending District Council Traffic and Transport Committee meetings to discuss transport matters, KMB staff arrange meetings with political parties, local organisations and interest groups to collect their views on its bus services.

On the other hand, KMB also engages bus fans and in addition to organizing bus-related events with them, we also listen attentively to their constructive suggestions. In the reporting period, KMB worked with and assisted bus fan organizations in running a number of events related to bus. On top of holding such events as displaying buses and visiting KMB’s depots, we also invited bus fans to form teams to take part in the “Amazing Bus Ride Challenge” on 13 April 2013. On the day of the race, six teams kicked off the challenge at the Tuen Mun Road Bus-Bus Interchange. They travelled to different parts of Kowloon and the New Territories in a bid to complete four designated tasks – locating historic KMB landmarks, acting as tourist ambassadors, promoting a green lifestyle, and participating in community service – with the aim of introducing KMB’s history and modern services to the public. During the race, the teams made good use of KMB’s bus route app and interchange facilities as they introduced KMB past and present.

公眾推廣 Public Outreach

連繫各界 Engaging Stakeholders54

全球報告倡議組織內容索引 GRI Content Index (G3.1) 55

全球報告倡議組織（GRI）是一個國際性的非政府組織，為可持續發展報告編制了一套普遍可接受的框架。其G 3 . 1版本為企業提供了相關的原則和指標，以衡量及報告企業在財務（EC）、環境（EN）、

等範疇的表現。

本報告參考《全球報告倡議組織G3.1指引》和《全球報告倡議組織–物流及運輸行業補充指引（試行版）》編制。相關的GRI指標清楚標明於下述的GRI

內容索引。本報告全文可於九巴網址下載。

The Global Reporting Initiative (GRI) is an international non-governmental organisation that provides a generally accepted framework for sustainability reporting. The G3.1 version of the framework sets out the principles and indicators that organisations may use to measure and report their Economic (EC), Environmental (EN), Labour (LA), Human Rights (HR), Society (SO) and Product Responsibility (PR) performance.

This Report is prepared with reference to the GRI G3.1 Guidelines and the GRI Logistics and Transportation Sector Supplement (Pilot Version). The GRI Content Index below links the applicable GRI Indicators to the relevant parts of this Report. The full Report can be downloaded on KMB’s website.

章節 本報告內容對應之GRI指標 Chapter GRI Indicators Addressed in the Report

1. 董事總經理的話 1.1, 1.2, 2.1 Managing Director’s Statement

2. 關於可持續發展報告 About the Report

報告準則 2.9, 3.1, 3.2, 3.3, 3.5, 3.6, 3.7, 3.9, 3.11 Reporting Approach

3. 關於九巴 About KMB

公司簡介 2.2, 2.6 About Our Organisation

營運概況 2.5, 2.7, 2.8, LT15 Operation Overview

業務回顧-發展里程 EC1 (partial) Business Review – Milestones

4. 企業管治 Corporate Governance

管理策略 4.4, 4.6, 4.8, 4.9, 4.11, 4.12, 4.14, 4.15, 4.16, EC6 Management Strategy

管治架構 2.3, 4.1, 4.2, 4.5, 4.7, 4.10, 4.14, 4.15, 4.16 Governance Structure

5. 獎項及殊榮 Recognition and Awards

企業層面 2.10 Corporate Level

企業品牌層面 2.10 Brand Level

社區層面 2.10 Community Level

全球報告倡議組織內容索引GRI Content Index (G3.1)

勞工（LA）、人權（HR）、社會（SO）以及產品責任（PR）

章節 本報告內容對應之GRI指標 Chapter GRI Indicators Addressed in the Report

6. 優質服務 Quality Service

安全第一 4.12, PR1 Safety as Priority

嚴格管理 4.9, HR2 (Partial), HR6, HR7, LT3, LT6 Operational Management

7. 實踐環保 Environmental Initiatives

環保運輸 4.12, EN1, EN2 (Partial), EN6, EN8 (Partial), EN10, EN21, Eco Transportation EN22, EN26, SO9, SO10

降低排放 4.12, EN 20 (Partial), EN26, SO9, SO10, LT2, LT3, LT5 Emission Reduction

燃油消耗及溫室氣體排放 4.12, EN1, EN3, EN5, EN16, EN18, EN26, LT3, LT4 (Partial) Fuel Consumption and Greenhouse Gas Emissions

辦公室綠色措施 4.12, EN1, EN4, EN5, EN6, EN7, EN18, EN22, LT8 Green Measures in the Office

8. 聆聽顧客意見 Listening to Customers

細心聆聽 4.17, PR5 (Partial) Connection with Customers

9. 關懷員工 Caring for Employees

聯繫員工 EC3, EC7 (Partial), LA1(Partial), LA2, LA8, LA13 (Partial), Staff Connections HR6, HR7, SO8, LT9

員工發展 LA10 (Partial), LA11, LA12 (Partial), SO3 Staff Development

10. 貢獻社區 Contributing to the Community

融入社區 4.12, 4.13, 4.14, 4.16, EC8, PR6, LT15 Connecting the Community

關懷文化 4.14, 4.16, EC8, LA8, LT15 Caring Culture

11. 聯繫各界 Engaging Stakeholders

刊物 4.4, 4.16, SO1, SO5, PR5 (Partial), PR6 Publications

傳媒 4.4, 4.16 Media

網上溝通 4.4, 4.16 Online Communications

公眾推廣 4.4, 4.13, 4.16, SO5 Public Outreach

12. 《全球報告倡議組織》 內容索引 3.12 GRI Content Index (G3.1)

聯絡我們 2.4, 3.4 Contact Us

全球報告倡議組織內容索引 GRI Content Index (G3.1)56

全球報告倡議組織內容索引 GRI Content Index (G3.1)

備註：Remarks:

1. 3.10: 不需要修正去年企業社會責任報告內的資料。 There is no re-statement of information provided in previous report.

2. 4.3: 九巴根據香港聯合交易所有限公司證券上市規則定義管治架構中的「獨立」和「非執行」。 KMB defines ‘Independent’ and ‘non-executive’ of the governance body according to the Rules Governing the Listing

of Securities on The Stock Exchange of Hong Kong Limited.

3. EN11, EN12 and EN14: 鑑於我們的總部及車廠均設置於已開發地區，我們的業務對生物多樣性沒有重大的影響。 Considering all our sites are situated in developed areas, our activities do not have a significant impact on

biodiversity.

4. EN17: 暫時沒有量度機制，因為我們已經收集主要直接與間接的溫室氣體排放數據。 No measurement mechanism is in place, as we have captured major direct and indirect emissions.

5. EN19: 我們的業務運作不使用含對臭氧層有損耗的物質。 The use of materials with ozone-depleting substances is avoided in our operations.

6. EN23: 2012年沒有溢漏個案。 There were no reported spills in 2012.

7. EN27: 我們的營利主要來自我們提供的巴士服務，而非產品本身。 The majority of our revenue from our operations is based on our bus services and not a product per se.

8. LA15: 報告期內放產假後返回工作崗位的員工佔100%。 Return to work rate after maternity leave is 100% during the reporting period.

9. SO4: 2012年度並沒有賄賂個案。若發現任何懷疑賄賂個案，九巴將向廉政公署舉報。 No incident of corruption was recorded in 2012. In case of any corruption incident, KMB will report to Independent

Corporation Against Corruption.

10. PR3: 沒有因應法例要求而需要公開的服務資料。 No service information is required to be disclosed under legal regulations.

57

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