22 Jan 2025 – Citybus, Hong Kong’s leading public transport operator, is embarking on the next stage of its journey with the implementation of Velociti Solutions end-to-end technology, which will deliver more reliable and efficient bus services to its 1.2 million daily customers.
Citybus is developing Hong Kong’s first purpose-built bus operations control centre to centralise and enhance service delivery across its extensive operations in Hong Kong, with Velociti’s Omnibus software suite at its core. This software solution will enable Citybus to improve reliability, reduce costs, enhance operational efficiency, as well as more effectively coordinating its services across the whole of Hong Kong in response to customer demand, while laying a strong foundation for future optimisation, growth and importantly driving up customer satisfaction levels.
The solution will optimise every stage of Citybus’s operations, from network planning and operations to post-service analysis and financial reporting, driving operational focus and efficiency at every step. Central to this is Control360, the bus industry’s only fully integrated live operations platform, which will empower Citybus to proactively address operational challenges in real time.
Scheduled for completion in the second half of 2025, the new control centre at Citybus’s Chai Wan headquarters is central to its overall digital transformation strategy, supporting in parallel the pre-existing core operational skills with the delivery and the precise management of its franchise contract with the HKSAR Government. The new Citybus was formed in 2023 by merging the former Citybus and New World First Bus brands into a modern and customer-focused transport organisation, operating a fleet of over 1,800 buses and a network of more than 230 routes across high-traffic areas, serving both dense urban and interurban operations.
Richard Hall, Managing Director of Citybus, said: “At Citybus, we are committed to delivering the highest quality of service to our customers and stakeholders across Hong Kong, developing and enhancing our service offering on a continuous basis. Signing this partnership with Velociti Solutions is a key step in achieving those further goals and outcomes.
“Velociti’s advanced end-to-end technology will provide our commercial and operational teams with the tools to make faster, more informed decisions, improve operational efficiency as well as delivering a better experience for frontline colleagues and enhance the overall customer experience.
“By partnering with Velociti, we are ensuring our network’s ability to grow further, with the flexibility to respond dynamically to customer needs and drive continuous improvements in both service reliability and operational efficiency.”
Nick Brookes, Chief Customer Officer at Velociti Solutions, said: “We’re excited after an extensive tender process to partner with Citybus to enhance their critical business processes and systems. Our continuously evolving end-to-end technology will empower them to not only meet industry demands but also lead in efficiency, customer satisfaction, and sustainable growth.”
