Seoul Line9realizing customer's dream and happiness

FrontierMetroSeoul Line 9

Soul of Seoul, in Seoul Line9 that runs alongside the Han RiverThere are life of Seoulites, metro culture, and bright smile all together.

Road that goes with the Han River

03 History

04 Mission / Vision

06 Operation System with advanced technology

08 Customer Service with excellence

10 Organization and People, we move together

12 Seoul Line9, Never sleep…

13 Veolia Transport Introduction

CONTENTS

We are dedicated to offer safe / rapid / pleasant metro service by combining experienced local metro professionals with Veolia Transport's operational experiences proven its excellence in the worldwide public transportation service.

Delightful journey in the heart of the city, Seoul Line9 Operation Company is there for you.

02

| 06. 28. | SOUTHLINK9 EstablishedRepresentative Director : Marcellin Darrou

| 06. 29. | Operation and Maintenance entrustedagreement between SOUTHLINK9(present Seoul Line9 Operation Co., Ltd)and Seoul Metro Line9 Corporation

| 07. 16. | CEO Jaesook Choi inauguration

| 08. 25. | Head Office moved (Gaehwa-dongGangseo-gu, Seoul)

| 10. 10. | Company name changed fromSOUTHLINK9 to Seoul Line9Operation Co., Ltd

| 01. 06. | Company Mission, Vision announced

| 03. 20. | SMG approved SL9's Operation and Maintenanceentrusted Plan for Line9 phase 1 section

| 03. 21. ~ 07. 23 | Empty Trial Run Implemented

| 05. 07. ~ 05. 24 | Citizens' trial ride event before opening

| 07. 24. | Line9 phase 1(Gaehwa~Shinnonhyun, 27km) Opening

03

04

MISSION

VISION

Dream of Seoul Citizens who take use of metro in comfortable and safe.Dream of Transportation Authority that expects us to be a new model in metro operation.Dream of Employees who contribute to community as supreme specialists.Dream of Shareholders who expect to have high ratio of profitability and efficiency.

Seoul Line9 realizingcustomer's dream and

happiness

Metro Frontier "Seoul Line 9"

Safety First

Innovation

Social Contribution

Open Mind

Profess-ionalism

Core valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore valueCore value

Seoul Line9 realizing customer'sdream and happiness

05

Strategy of Development

Our Vision to Achieve A million passengers per dayFriendly service just like familyClose partnership with SMG

Operation expansion including phase 2 section20 years extension of phase 1 section operationThe best brand in the Korean metro industryA Role model for metro operation

Innovation & upgrade in operating systemDifferentiation of strategy from other operatorsDevelopment of global leaders based on competency1st in Customer Satisfaction Index / Zero-Operation Defects / Link to AREX

Successful Launch of Line9Early settlement of safety and operation systemProviding pleasant environmentsSettlement of customer-oriented organization culture and labor relationshipDevelopment of HRD system

Total 700 employeesTop professional in each field(Working as a global leader)

Acquirement of the 20 year-operation rightextension for the phase 1Acquirement of operation rights for the phase 2The best company in Korean Metro

Benchmarking model (Extension of operation consulting business)

Phase 1

Customer Employees

GrowthBusiness Scope

Phase 2

Phase 3

2015-2018 Settlement as a corecompany in Korean Metro

2012-2014 Acquirement of theoperation rights for thePhase 2

2009-2011 Launch and Stabilizationof Line9

06

Operation System with advanced technologySeoul Line9 Operation Company establishes and goes ahead with a differentiated operation plan through introduction ofadvanced operation technique to be a role model in the Korean metro business management.

We are going ahead with an operation strategy pursuing new features, such as safe operation, customer satisfaction, andmanagement efficiency with balance, based on customer service and efficiency putting customer safety first.

07

Express Train OperationSeoul Line9 Company is operating express train able to reach from Gimpo airport to Gangnam in 30 min. Line9 that operatescommon and express simultaneously at one line always watches and controls accelerating or breaking condition by adoptingATP/ATO system .

Field-oriented efficient organization management Seoul Line9 Operation Company integrates headquarter and siteoperations, and establishes work system that allow us to determinethe optimum communication customers need in a short time andvariable situation through calculating manpower of duty-oriented,integrating similar work, and reducing decision line.

Applying Standard Operation Procedures SL9 draws up a total of 46 emergency countermeasure scenarios andthey satisfy the legal requirements. Moreover drawing up standardoperation procedures of 858 cases in 8 fields for all exceptionalsituations and customer complaints is giving quick, correct, and unifiedcountermeasure. Standard operation procedures drawn up suitably forline 9 system are applying to the training and actual work by makingformed logigram to make employees' quick understanding and firstintervention measure possible.

Innovation in Station Management Style SL9 grows out of station management style, just waiting customersand selling tickets in a station office, but introduces style that looksfor a customer by station round check of Customer Safety Officerresponsible for customer safety and service. Customer Safety Officerwho meets the customers plays key roles in safe, punctual operationby conducting First Intervention Measure in emergency withpreserving order, customer safety management.

Total Control System focused on Operation Control CenterOCC in line 9 is possible to catch and control all conditions of the fieldtotally by building TTC system, SCADA system in electric powercontrol, and OA system in facility control. Safety management systemin line 9 is operating through introduction of total control system ableto control by real time all Information about train entering/leaving,main line train operation, all sorts of facility system, and stationcondition.

Inspection room the latest techniques are reflected Both rolling stocks of line 9 using DC 1,500V and AREX using AC25,000V can be serviced in inspection room. Inspection room isfurnished with high technology equipments and it makes possible totake information of train operation and breakdown.

Distance No. ofstation

Travel Time No. ofrolling stock

Operation Speed

Operation Construction Express Common Express Common

27km 25.5km 25 30min 54min 96 46.8km 30km

08

Customer Service Charter

Seoul Line9 Operation Company employees will do the best to

deliver trustworthy metro line 9 for the following matters by offering

safe and comfortable service to the customers.

1. We consider customers' safe as top priority.

2. We serve customers comfortably.

3. We serve customers fast and correctly.

4. We respect customers' opinion.

Customer Service with excellenceAll service of Seoul Line9 Company are toward our valued customers.

Metro where with comfort and rest, we are dedicated to provide customer satisfaction service that can be respected andrealized, it is our duty as subway operator obligated to time management.

09

Going for Green is a customer service program worldwide VeoliaTransport operation company use. Based on successful experiences inVeolia Transport worldwide operation company with combining Koreansituation, it expresses environments customers experience in line9 byapplying colors of signal light. G4G is including ways for offering happyservice to customers most efficiently by considering emotional situationscustomers encounter and offering optimum solutions.

Customer Care CenterSpecial counselors are operating Customer Care Center (Call Center)responding to customer inquiry by real time for solving customer'sinquiries and complaints in the proper time. And it is unified by linkingwith lost and found office to raise service efficiency.

New rolling stock considering customer's safetyand convenienceLine 9 rolling stocks made by Hyundai Rotem consider customer'sconvenience by using incombustible materials, expansion of safetyfacilities such as fire detector, emergency interphone, moreoverextension of chair and gangway width, improvement of handle, LCDmonitor installation, safety belt installation for baby carriage andwheelchair.

Security Officer OperationSeoul Line9 Operation company is operating specialized safety officers forsafe and pleasant subway environment. Safety officers who have long-term experiences and abilities are making transport environment of safetyand order through 24hrs patrol in trains and stations.

Customer-oriented station structure Customer-oriented station constructed wide waiting room, naturallighting type ceiling structure, new style of canopy in line 9. Elevatorand escalator make accessible to anywhere. There are specialfeatures; such as expansion of toilets for women and children'sconvenience, installation of powder room and diaper switchboard, the1st toilet for children-only in Korean subway(8ea). Also line 9 is the 1st

safe Korean metro opened with installation of PSD in all stations.

Building Infrastructure for metro culture Line 9 installed various artworks with concept of "Korean Standing" in allstations is realizing dream of metro culture to communicate with public bybuilding open performing place(7ea), display space(6ea), art gallery(3ea),book cafe(1ea)

■The Going for Green Booklets

Going for Green

Green for Go - Creating an Environment of Confidence

Slow Down for Yellow - Restoring Passenger Confidence inan Environment of Unease

Leading our Passengers out of theEnvironment of Distress

Get Out of the Red -

′

10

The core of professional metro operating company is people.

Seoul Line9 Operation Company develops ideal human resource model appropriate to line 9 operation, establishes skill-intensified training system based on leadership ability, technical skill, and organizational capacity of employees andsupports human resource development. SL9 pursues the organization development together with HRD as we value ourpeople most.

Organization and People We move together

11

Seoul Line9 Operation Company is enforcing HR Development /Management Program for the purpose of reinforcing leadership,work skill, and organization by shaping employees as manager,team leader, and team member.

Mentoring ProgramAll employees are invited to participate in the program. This programhelps to create positive/rational organization culture with new employees'early adaptation and increase a sense of belonging through Mentoringactivity, senior employee (mentor) and new employee (mentee) meet andcounsel the life & difficulties in company once a month.

Simulator System for training of Driver's abilitySeoul Line9 Operation Company is equipped with full type simulator (FTS)to escalate driver's skill, personal type simulator (PTS) for individualtraining, and computer assisted instruction (CAI) for on-line studyingregarding rail system and breakdown measure.

Efforts for Organization Development Seoul Line9 Operation Company is building organization culture to meetin/external customers' needs by synergizing full understanding aboutoperational public nature of metro industry and unique dynamiccharacteristics as a private company.

SL9 builds an organization of customer safety and service in fields fromheadquarter-centered business by organization culture againstbureaucracy; such as simplified decision-making organization focused onteam managers, unified headquarter and site operations, reduction ofindirect personnel.

Creative communication culture regarding brainstorming as importantthan benchmarking will be valuable property of SL9 pursuing globalizedhorizontal organization.

HR Development & Management Program

12

Seoul Line9 Operation Company's service never ends. From sunrise through midday to twilight with beautiful nightview of Seoul, and even at late night when customers fall asleep.

People of Seoul Line9 Operation Company are always standing here 24hrs everyday for customer's happy city-life.

Seoul Line 9, Never sleep…

13

2008 VT Business VolumesVeolia Transport working with Seoul Line 9 Operation Company is a subsidiary company of French Veolia Environment that

offers environment, water, energy, public transportation service. VT is a global company offering service now in all fields of

public transportation; such as bus, taxi, train, metro, tram, and ferry in 29 countries. VT is operating all kinds of trains from light

rail to heavy rail.

Countries where Veolia Transport operates

REVENUEBREAKDOWN

by regionWORK FORCE

by region

Address : 388-1 Gaehwa-dong Gangseo-gu Seoul 157-230 Korea | Customer Care Center : 02)2656-0009 | Lost and Found Office : 02)2656-0009 | http://www.seoul9.co.kr

FrontierMetroSeoul Line 9