12 / 148
CEO’S REPORT
distribution systems. A comprehensive system upgrade
including the integration of next generation features was
conducted on both EMS and DMS. User acceptance testing is
under way and the upgrade will go live in 2017.
The Hong Kong Mass Transit Rail (MTR), an important
customer of HK Electric, is steadily expanding its rail network
to support the economic and social development of the
community. An important milestone in this regard was the
launch of the South Island line in December 2016, for which
we provided the requisite power supply infrastructure. In
addition, we are on schedule with a number of electric
infrastructural projects associated with the upcoming Shatin
to Central Link (North-South line), with energisation set for
2020. 2016 also saw the completion of staged replacement
of two 132/33 kV 40 MVA old oil-immersed transformers
at Admiralty Substation with modern 50 MVA gas-insulated
transformers. The upgrade increased transformer capacity,
bolstered supply reliability and enhanced operational safety.
Proactive maintenance and a calendar of replacement of
network equipment is an essential part of our approach
to uphold supply standards. During the year, older gas-
insulated switchgear was replaced with new compact
switchgear, along with associated cabling work, at the North
Point 132 kV Switching Station. An aged shunt reactor at
Nam Fung Road was replaced with a new 275 kV 100 MVAr
shunt reactor in April 2016.
BUILDING AUTHENTIC CONNECTIONS WITH
CUSTOMERS
HK Electric has pledged itself to a comprehensive set of
18 customer service standards. All of these were once
again achieved or surpassed in 2016. The average waiting
times for telephone enquiries and counter services at the
HK Electric places great importance on understanding
its customer service performance. We participate in the
Mystery Shopper Programmes organised by Hong Kong
Retail Management Association and Hong Kong Call
Centre Association to gauge our frontline service level and
benchmark our position in the service industry.
In 2016, HK Electric attained the highest score among all
participating brands in the Mystery Shopper Programme
for the second year running and won the highest honour
of the programme.
CUSTOMER SERVICE RECOGNITION THROUGH
“MYSTERY SHOPPER” AWARD
MTR’s new South Island line runs on HK Electric’s power
infrastructure.
North Point Switching Station is upgraded with new compact switchgear.
12
HK ELECTRIC INVESTMENTS