Upclose with Datuk Mohd Rani Hisham Samsudin
Group Chief Executive Officer of Keretapi Tanah Melayu Berhad (KTMB)
With KTMB or Malayan Railways earlier from 2017 to 2019, Datuk Mohd Rani Hisham Samsudin was reappointed on December 1, 2020, when Malaysia’s main rail transport provider was experiencing decline in passenger volumes due to the COVID-19 pandemic. Tapping into his over three decades of experience in logistics management, public transportation and cargo, the 62-year-old leader has shown his prowess in modernising the country’s rail operations and bringing back the ridership numbers. To maintain a healthy work- life balance not only for himself, he involves his team in monthly brisk walks besides initiating an annual sports carnival.
What have you put into place since coming onboard again to strengthen KTMB’s structure and management?
Since rejoining KTMB, I have focused on several key initiatives to enhance the company’s stature. Among them is strengthening its corporate governance. We have aligned KTMB’s corporate management system to implement ISO certifications, thus ensuring adherence to global standards.
These include the Anti-Bribery Management System ISO 37001:2016, Information Security Management Systems ISO 27001:2022 and Quality Management System ISO 9001:2015 (Corporate Governance of Railway Transportation). Such certifications help maintain high ethical standards, improve information security and ensure quality across our operations.
To drive operational efficiency, productivity, informed decision-making and cost management, we have prioritised digital transformation across multiple areas. They include the implementation of the Enterprise Human Resource Management System and other Fourth Industrial Revolution initiatives. Besides modernising the train management system, we have upgraded the ticketing system and introduced new features such as onboard or station WiFi and video on demand.
How do you plan to expand KTMB and improve its revenue?
To broaden KTMB’s reach and develop new revenue streams, we have initiated strategic partnerships with regional railway operators and industry players. Our objective is to capture overseas projects, contributing to KTMB’s growth and diversification.
By leveraging the connectivity in the Association of Southeast Asian Nations’ (ASEAN) region to the established Chinese market through Kunming and Chongqing, we aim to facilitate access to major Chinese cities and integrate with the China to Europe railway network. This integration will enhance further regional connectivity, foster economic cooperation and open up new opportunities for trade and investment.
Following your discussions on ticket integration with ASEAN members at the recent 44th ASEAN Railway CEOs Conference in Indonesia, how soon can we expect this to take place and with which countries first.
KTMB, in cooperation with the State Railway of Thailand (SRT) and PT Kereta Api Indonesia (PT KAI) will be enhancing regional connectivity, focusing on the needs of millennials and Gen Z who make up the majority of our customer base.
While the seamless cross-selling with SRT and PT KAI through the ticket integration system is expected to take place in 2025, we have made some progress on the planned cross-border passenger services between Malaysia and Thailand.
For the Butterworth and Bangkok route, both sides have begun cross-selling through our respective website.
How is the overall ridership now at KTMB, particularly with its Komuter trains?
With the easing of travel restrictions and resumption to normalcy after the pandemic, we have seen a strong recovery in ridership across our services. In the Klang Valley, post-pandemic ridership reached 13.36 million passengers in 2023, with 18.71 million passengers projected by the end of 2024.
What measures have been undertaken to encourage more Malaysians to use this greener mode of transport?
One of the key measures is the Railway To See Malaysia (RTSM) campaign, offering a unique way to explore the beauty and diversity of Malaysia by train. Supported and endorsed by Tourism Malaysia, it complements existing tourism initiatives such as ecotourism, gastronomy and health tourism.
By showcasing scenic routes and the charms of train travel, KTMB aims to boost passenger numbers by 5%, which translates to an additional 1.25 million passengers within a year of the campaign’s launch in May 2024.
Earlier in January, we introduced the Rail Rewards loyalty programme, allowing passengers to earn points for every Ringgit Malaysia spent on train tickets purchased through our KTMB Integrated Ticketing System (KITS) mobile app or online. This programme incentivises frequent travel, making rail transport more appealing and rewarding for our regular commuters.
In collaboration with the Transport Ministry, the MyRailLife free travel pass was introduced on February 15, 2024 as part of the government’s initiative to ease transportation costs for all school students and individuals with disabilities, encouraging them to use public transportation, particularly train services.As of September 2024, we have issued a total of 71,852 passes, reflecting the strong support for this greener mode of transport. All these initiatives aim to make rail transport not only attractive but also a sustainable option for Malaysians.
How does KTMB work with the state governments to promote Malaysia?
Our latest product, the RTSM Excursion Train (Promising Perak edition), launched last month in conjunction with Visit Perak Year 2024 is part of our broader efforts to promote rail tourism in Malaysia by working with the Perak state government.
Offering a nostalgic journey on a conventional diesel train, which departs from KL Sentral and travels to Taiping, with stops at Batu Gajah, Ipoh and Kuala Kangsar on selected Saturdays, the excursion train returns to KL Sentral the next day.
It is equipped with Chillax coaches which have no seats but bean bags only that are placed on the carpet for passengers to lounge in. As Malaysia prepares for Visit Malaysia Year 2026, KTMB will expand its rail tourism products offerings with new routes, themed trains and partnerships.
One of the programmes under your RTSM campaign is the FlyRail package scheduled for September. Has this been launched already?
We are still in the process of developing the FlyRail package to ensure it offers the best value. Discussions are ongoing with potential airline partners to bring this programme to fruition. By combining train and flight tickets into a single booking, we hope to provide a seamless travel experience.
Share with us some milestones achieved by KTMB under your leadership.
We have improved our KTM Komuter ticketing system with the introduction of the Open Payment System in February 2024 that allowed payments using debit and credit cards as well as near field communication options such as Apple Pay and Samsung Pay as we move towards a cashless environment.
KTM Komuter passengers no longer need to queue at ticket counters or machines to purchase or top-up cards. They only need to tap their credit or debit cards at the automatic gates, thus saving time.
Another achievement is the Asean Express’ inaugural launch on June 27, 2024, which connected Malaysia, Thailand and Laos through a seamless rail service to China. The ASEAN Express has proven its viability with a successful journey from China to Malaysia, covering over 2,000 km in nine days compared to 21 days by sea. This groundbreaking service offers a more efficient and sustainable alternative for cargo transportation in ASEAN, contributing to regional economic growth and integration.
Additionally, by leasing locomotives and wagons on a pay-as-use basis provided by Malaysia’s growing expertise in producing high-quality rail equipment, KTMB is not only optimising operational costs and ensuring efficient resource utilisation but is also committed to supporting the local manufacturing industry and fostering a sustainable railway sector in Malaysia.
With the successful launch of an integrated ticketing system through our innovative partnership with Express Rail Link (ERL), which kickstarted in July, passengers could seamlessly travel between our Electric Train Services (ETS) and ERL’s KLIA Ekspres. Via a single ticket purchase, they can enjoy two separate trips operated across both networks from KL International Airport to KL Sentral and the northern parts of Peninsular Malaysia conveniently and cost-effectively. This collaboration demonstrates KTMB’s commitment to enhancing customer experience and promoting multimodal transportation. As of August 2024, a total of 1,327 tickets have been sold.
What is coming up next in terms of technology advancements, digital innovation and sustainability at KTMB?
For our transit operations, KTMB has planned a strategic transition starting in October 2024 for phased rollouts from KITS to our new KTMB SuperApp that integrates Mobility as a Service (MaaS) functionalities. This ambitious project is expected to enhance customer experience and generate substantial revenue for KTMB over 15 years. Earlier this year, we launched the KTMB 136th Year e-book to engage with the younger generations and raise awareness about the history and evolution of railway with captivating facts and visuals. We have upgraded our Customer Service Unit system from an on-premise set- up to a cloud-based platform. This includes enhancing Nubidesk, a customer relationship management solution and introducing the KASEH chatbot on our website to improve customer engagement and support.
Any last words?
We have made strides in building trust and credibility with the Malaysian public as evidenced by the recent Ipsos Trust Track 2023 report published in January 2024 where KTMB is recognised as the second most trusted corporation in the country. This achievement is a testament to our unwavering commitment to providing reliable, efficient and customer-centric transportation services. By prioritising safety, accessibility and affordability, KTMB has solidified its position as a trusted and essential part of the Malaysian transportation landscape.