Corporate Plan
About MY Mobility Vision
Vision
To create a balanced and sustainable transportation system in Malaysia that puts passengers first, align)ng policy, industry, and user needs to enhance accessibility, efficiency, and environmental care.
Mission
Putting passengers first in sustainable transportation policy.
Values
1. Independence: We are impartial and fair in all our activities, ensuring that our
work prioritizes the best interests of Malaysian passengers without external
influence.
2. Credibility: Our work is based on solid research and data analysis, providing
reliable and trustworthy insights and recommendations.
3. Inclusiveness: We represent all passengers, ensuring that diverse voices and
needs, especially those of marginalized and vulnerable groups, are heard and
addressed.
4. Influence: We actively engage with government bodies, industry
players, and the community to drive meaningful improvements in the
Malaysian transportation system.
5. Transparency: We operate with openness and accountability, providing
clear and accessible information about our activities, findings, and
decisions
6. Collaboration: We build strong partnerships with universities, research
institutions, and other stakeholders to leverage collective expertise and
enhance our impact.
Our Priorities
How we set them Mid-Term Focus (3-5 Years)
Priorities
As a focused organization, we set our work priorities based on passenger needs and available resources. When determining our priorities, we consider the following questions:
Relevance to Passengers: Is this issue of direct concern to passengers?
Impact: How many passengers will be affected, and how significant is the actual or potential impact?
Improvement Potential: Will addressing this issue enhance the service and/or significantly improve the passenger
experience?
Resource Availability: Do we have the resources to effectively address this issue?
Expertise: Are we best positioned to focus on this subject?
Remit: Is this issue within our scope of responsibility?
Our annual business plans are flexible, allowing us to adjust priorities and resources as circumstances change.
Our Focus
Short-Term Focus (1-2 Years)
1. Collect Passenger Feedback:
Action: Implement surveys and complaint systems.
Impact: Improve services based on direct passenger input.
Why: Ensures immediate response to passenger needs.
2. Raise Awareness:
Action: Launch media campaigns and community engagement.
Impact: Increase visibility and encourage passenger participation.
Why: Helps passengers know they have a voice.
Mid-Term Focus (3-5 Years)
1. Conduct Research:
Action: Partner with universities for studies on passenger needs.
Impact: Provide data-driven insights for better policies.
Why: Ensure decisions are based on solid research.
2. Advocate for Policy Changes:
Action: Work with government and industry to push for passenger-first policies.
Impact: Drive meaningful improvements in the transport system.
Why: Aligns policies with passenger priorities.
Long-Term Focus (5+ Years)
1. Establish a Think Tank:
Action: Create a leading research hub for transport issues.
Impact: Influence long-term transportation strategies.
Why: Position as a thought leader in transportation.
2. Promote Sustainability:
Action: Support green transport initiatives.
Impact: Contribute to a more sustainable transportation system.
Why: Align with global sustainability goals.
These focused efforts will ensure Malaysia Transport Watch effectively addresses passenger needs, influences policy, and promotes sustainable transportation development.
Our hope to succeed
Success for My Mobility Vision means regularly assessing our influence and impact through biennial surveys of service providers and related organizations. These surveys will ask how effectively we help them understand and prioritize passenger needs and the difference we make for passengers. Our annual business plans will outline specific goals and actions aligned with our core themes. Additionally, we will identify, praise, and promote the adoption of best practices by service providers.
Our Objectives
Understanding the needs and experiences of public transport passengers
Our research, combined with other sources of information, ensures we will be an
authoritative voice for passenger opinion in the public transport industry. We will
identify and address knowledge gaps, creating a comprehensive evidence base to
support our policy work on passenger priorities. All captured information will be
analyzed and used to improve services by influencing and collaborating with the public transport industry and the government. This research will also help us refine
our operational objectives, monitor performance, evaluate outcomes, and redefine
our strategic direction.
Our Commitment to Help Improving Public Transport Industry
Conduct Surveys: Undertake the National Passenger Survey and publish results
twice a year.
Review and Consult: Review the survey specifications and consult stakeholders,
including the Ministry for Transport, before tendering for a new contract.
Advisory Group: Establish a National Passenger Survey Stakeholder Advisory
Group.
Online Access:Provide online access to survey results for transparency.
Report Findings: Share findings with all involved parties to drive improvements.
Research and Consultation Plan: Develop a comprehensive plan to identify and
address key issues through research and consultation.
Inclusive Research: Ensure all research considers the accessibility of public
transport services for all passengers.
Targeted Research: Undertake studies to understand the needs of specific
passenger groups, such as commuters, business travelers, and leisure users.
Diverse Feedback Channels: Create multiple channels to gather passenger
opinions, building a network of users from each transport operator.
Collaborative Research: Partner with relevant stakeholders to conduct specific,
targeted research.
Passenger Priorities: Understand passenger priorities by route and sector to
tailor improvements effectively.
These actions will help us ensure that public transport services meet passenger needs and drive continuous improvements.
Key Targets for Public Transport Improvements
To ensure our public transport system meets the needs of all passengers, we have set ambitious targets and outlined a clear strategy:
Extensive Passenger Consultation: We will consult 50,000
passengers annually through the National Passenger Survey,
publishing the results twice a year in March and September.
This comprehensive survey will help us gather valuable
insights directly from users.
Targeted Research Projects: We will undertake targeted
research projects aligned with our organizational priorities.
These projects will help us address specific issues, identify
opportunities for improvement, and support evidence-based
policy recommendations.
Active Passenger Engagement: We aim to engage at least
20,000 passengers each year through various consultation
activities and other initiatives. By actively involving
passengers in the conversation, we ensure that their voices
are heard and considered in decision-making processes.
Through these efforts, we are committed to creating a public transport system that is responsive, efficient, and centered around the needs of its users. Your feedback and participation are crucial to achieving these goals and driving continuous improvements in our public transport services.
Securing Tangible and Measurable Improvements for Public Transport Passengers in Malaysia
To achieve tangible improvements in Malaysia especially the Greater Kuala Lumpur and Klang Valley’s public transport system, we must work in partnership with the government, transport operators, and other stakeholders. We will leverage knowledge and information gathered from research and passenger consultation to address issues with transport operators, focusing on specific enhancements to customer service. Passengers’ priorities will guide our response to any proposed service changes, ensuring we assess the impact on all public transport users. By collaborating with key stakeholders and prioritizing passenger needs, we aim to enhance the overall public transport experience in Malaysia.
Secure Service Improvements: Work to integrate various modes of public transport by highlighting key passenger issues from surveys and other research.
This includes ensuring seamless connectivity between buses, trains, and other
transport modes.
Collaborate on Action Plans: Partner with transport operators and stakeholdersto establish and implement action plans that address identified issues and
improve service quality.
Build Strong Relationships: Develop robust working relationships with the Ministry of Transport, state governments, regulatory bodies, regional
development agencies, and public transport operators. This collaboration is
essential for driving systemic improvements and ensuring a cohesive approach to
public transport development in Malaysia.
Key Target for Public Transport Improvements
Our key target is to achieve at least 100 measurable improvements for passengers across Malaysia’s public transport system for the next 5 years.
Empowering Public Transport Passengers with Information, Advice, and Advocacy
Aligned with our vision of leading Malaysia towards a harmonious and sustainable transportation system, we are committed to empowering public transport passengers by providing free, impartial information and advice. Our mission is to ensure that transportation policies serve the best interests of users while supporting sustainable development.
We assist passengers in understanding their rights and making informed decisions by offering guidance and taking up appeals for those who cannot resolve complaints directly with transport operators. By advocating for transparency and fostering collaboration between the government, industry players, and the community, we make sure passenger voices are heard and their issues are effectively addressed.
Our rigorous research, stakeholder engagement, and continuous feedback through quarterly satisfaction surveys help us influence policies and drive improvements in the public transport experience across Greater KL and the Klang Valley. Working closely with universities, we produce white papers and research that inform policy decisions, promoting accessibility, efficiency, and environmental stewardship in Malaysia’s public transport system.
Our Commitment to Help Improving Public Transport Industry
Provide Clear Information and Advice: Develop and publish clear,
comprehensive, and useful information and advice for public transport
passengers.
Collaborate with Passenger Groups: Work with other passenger advocacy
groups to enhance their ability to assist passengers effectively.
Empower Passengers: Develop a range of tools to empower public transport
passengers, helping them understand their rights and navigate the system.
Improve Complaint Appeals Service: Continuously improve our complaint
appeals service to ensure passengers receive timely and fair resolutions.
Recommend Policy Improvements: Identify and recommend areas for
improvement in complaints policies and Passenger Charters for new transport
franchises, ensuring passenger needs are prioritized and addressed.
Key Target for Public Transport Improvements
Enhance Complaints Handling Satisfaction: Increase the
percentage of passengers satisfied with our complaints
handling year-on-year.
Improve Advice Satisfaction: Increase the percentage of
passengers satisfied with the advice we provide year-onyear.
Influencing Major Long-Term Decisions Affecting Public Transport Passengers in Malaysia, Especially Greater KL and Klang Valley
Our engagement with the government, Parliament, state governments, regulators, policymakers, and the transport industry positions us to represent the interests of public transport passengers directly. We aim to influence major long-term decisions that shape the future of public transport strategy in Malaysia, particularly in Greater
KL and the Klang Valley.
For instance, initiatives like the establishment of new transport agencies and regional transport partnerships provide opportunities to secure significant improvements for public transport users as they develop their long-term strategies.
We are committed to developing Malaysia Transport Watch as the authoritative voice for public transport passengers, ensuring a significant presence and influence in the industry. Our focus will be on key issues that matter most to passengers, ensuring we make a meaningful difference to the greatest number of users.
To measure our effectiveness, we will introduce an annual stakeholder survey to assess the success and outcomes of our efforts in this area. By continuously evaluating our impact, we aim to remain a trusted advocate for public transport passengers and drive lasting improvements in the system.
Our Commitment to Help Improving Public Transport Industry
Influence Transport Policy and Strategies: Participate in developing high-level
transport plans to ensure passengers’ priorities and concerns are integral to
public funding programs.
Understand Passenger Views: Gather passenger feedback through surveys and
events, analyze trends for improvement, influence transport strategies and
policies, collaborate with stakeholders, and advocate for better services and
infrastructure.
Assess Passenger Needs in Policy Development: Advocate for the inclusion of
passenger needs in policy decisions on fares and investment requirements by the
government and the transport industry.
Consider Passenger Views in Infrastructure Projects: Ensure that passenger
opinions are considered during the replacement process for high-speed trains
and other major infrastructure projects.
Campaign and Lobby: Raise the profile of passenger priorities at national and
regional events, including providing evidence at parliamentary committees,
liaising with Members of Parliament and state assemblies, and speaking at
conferences on public transport issues
Respond to Policy Changes: Address proposed modifications to regulations for
transport operators and other stakeholders that directly impact passengers.
By actively engaging in these activities, we aim to ensure that the voices of public transport passengers in Malaysia, particularly in Greater KL and the Klang Valley, are heard and prioritized in policy and decision-making processes.
Key Target for Public Transport Improvements
Aim to improve stakeholder perception year-on-year of Malaysia Transport Watch’s influence in securing the best outcomes for public transport passengers.
Being Visible, Accessible, and Understood by Public Transport Passengers and Stakeholders in Malaysia Especially Greater KL, and Klang Valley
An effective consumer organization must be visible and recognized by the people it represents. To achieve this, Malaysia Transport Watch will engage in proactive public outreach and communication efforts. We will utilize various channels, including social media, public forums, community events, and traditional media, to ensure that passengers are aware of our presence and understand the services we offer. By being accessible and approachable, we can build trust and establish a strong connection with the public transport users whose interests we aim to protect.
In addition to engaging with passengers, it is crucial to raise awareness and understanding of our role among stakeholders such as government agencies, transport operators, and community organizations. By clearly communicating our mission and objectives, we can foster collaborative relationships and ensure that stakeholders recognize the importance of our advocacy efforts. This mutual understanding will enhance our ability to influence decision-making processes and drive meaningful improvements in the public transport system across Malaysia, Greater KL, and Klang Valley. Through visibility, accessibility, and effective communication, we can better advocate for the needs and rights of public transport passengers.
Our Commitment to Help Improving Public Transport Industry
Improve Passenger Accessibility: Ensure passengers can easily access Malaysia
Transport Watch through various channels.
Media Engagement: Proactively seek opportunities to highlight passenger issues
in the media.
Enhance Reputation and Credibility: Strengthen our profile and credibility with
stakeholders through consistent and impactful work.
Promote Our Website: Establish the My Mobility Vision website as a key source of
information for passengers.
Regular Publications: Publish articles regularly in the passenger magazines of
major public transport operators or on our websites.
Passenger Awareness Surveys: Conduct surveys to gauge passenger
awareness of MY Mobility Vision and its initiatives.
Public Meetings: Hold at least two public meetings each year to engage directly
with passengers and stakeholders.
Key Target for Public Transport Improvements
Ensure passengers rate Malaysia Transport Watch as easy to
contact and find information about.
Passengers engaging with MY Mobility Vision will consistently
commend the organization for its user-friendly approach. By
making it simple for individuals to contact us and access
relevant information, MY Mobility Vision aims to establish itself as
a go-to resource for all transportation-related queries.
Whether it’s seeking advice on routes, schedules, or general
inquiries, passengers will find comfort in the ease of reaching
out to MY Mobility Vision. This commitment to accessibility will
not only enhance the overall passenger experience but also
foster a sense of trust and reliability within the community.
Engaging and Involving Public Transport Passengers and Stakeholders in Malaysia
A key feature of our organization is effective engagement with passengers, allowing them to be involved in our work in various ways. We will achieve this by:
Conducting Surveys: Undertake comprehensive surveys to gather passenger
feedback.
Local and Regional Presence: Work through passenger link managers to ensure
a strong local and regional presence.
Direct Engagement: Engage with individuals and groups of passengers to
understand their needs and concerns.
Targeted Research and Consultation: Conduct research and consultations on
specific issues affecting public transport.
By involving passengers and stakeholders, we aim to enhance the public transport
system in Malaysia, ensuring it meets the needs and expectations of all users.
National Public Transport Passenger Satisfaction Survey
We will launch the National Passenger Survey to provide a comprehensive picture of passenger satisfaction with public transportation in Malaysia. Twice a year, we will collect opinions on between 25 to 35 key aspects of service from a representative sample of passenger journeys, aiming to gather approximately 50,000 completed questionnaires annually.
The results will be shared with transport operators, regulatory bodies, and other relevant organizations, and top-level results will be published on our website. These results will serve as an indicator of customer satisfaction with overall journeys and specific aspects, such as punctuality, reliability, safety, personal security, cleanliness of vehicles and stations, information provision, parking facilities, commercial activities, staff performance, complaints handling, ticket purchasing, and maintenance and repairs.
To ensure the survey remains relevant and accurate, we will establish a stakeholder advisory board with wide representation to guide any changes to the survey’s scope or methodology. This group will contribute to the survey’s specification during retendering and help identify priorities for further detailed research to gain deeper insights into the survey results. By continually refining the survey, we aim to ensure it accurately reflects passenger experiences and informs improvements in Malaysia’s public transportation system.
Passenger Link Managers
Our passenger link managers will work to influence service improvements with public transport operators and regulatory bodies. They will be aligned with individual transport operators, and their role will include:
Identify Passenger Needs: Engage with passenger groups
and stakeholders to understand passengers’ needs and
concerns.
Influence Service Improvements: Collaborate closely with
transport operators to drive service improvements based on
passenger research.
Gauge Passenger Views: Serve as a sounding board for
transport operators and the industry to gather insights from
passenger representatives.
Develop Passenger Network: Build a network of
passengers to inform our strategies and initiatives.
Act as Spokespeople: Represent Malaysia Transport Watch
in the media to communicate passenger issues and our
advocacy efforts.
Build Relationships: Develop and maintain relationships
with key stakeholders, including local governments,
transport authorities, and regional bodies.
Inform Decision-Making: Provide valuable information and
insights into the national
Engaging with Individuals and Groups of Passengers in Malaysia Public Transportation
We will ensure we are accessible to passengers seeking advice and information. Our new consumer-focused website will provide a wide range of resources, including a dedicated section for passengers to share their experiences of public transport and exchange views with other users. The website will also feature interactive elements like online forums and surveys to engage individual passengers.
The national passenger helpline details will be widely publicized on buses, trains, and at stations, making it easy for passengers to contact us. We will launch various campaigns to highlight important passenger issues and develop targeted consumer advice accordingly.
To ensure MYMobilityVision is visible and approachable, we will host numerous public events, including meetings and station ‘surgeries,’ where passengers can receive information and advice. Additionally, we will leverage media platforms to reach a broader audience.
Recognizing the valuable insights of ordinary public transport users, we will develop a network of ‘passenger champions.’ These individuals will share their experiences and
contribute to a national focus group, providing a comprehensive understanding of passenger opinions and needs.
Specific Research and Consultation for Malaysia Public Transportation
MY Mobility Vision will identify and undertake research projects to address knowledge gaps in the public transportation system. This will involve close collaboration with passenger groups, representative bodies, and joint industry research initiatives. Planned research will enhance our understanding of route-specific passenger issues, informing the development of transport policies and strategies.
In the upcoming year, we will conduct substantial research activities to inform our perspective on the government’s fare policies and other critical issues. Additionally, we will partner with various public transport user groups and regional passenger forums to gather diverse insights and feedback.
By undertaking targeted research and consultations, MY Mobility Vision aims to develop well-informed recommendations that improve the public transport experience for all passengers.