BEM's Value Chain
To become a leading fully-integrated transportation service provider in Thailand and ASEAN
BEM is committed to enhancing the quality, efficiency, and sustainability of Thailand's transportation system while improving the people's quality of life by delivering convenient, safe, stable, and reliable transportation services. This covers the expressway business and rail business in line with the government's public-private partnership (PPP) infrastructure investment policy, as well as commercial development business. These projects, which emphasize social and environmental responsibility, aim to create shared value and utmost benefit for all stakeholders based on the principles of good governance while reinforcing engagement with internal and external stakeholders across the value chain. In this regard, the Company has formulated a management plan covering a value chain that encompasses numerous activities, from planning and construction to service delivery. The complexity of BEM's business value chain has played a key role in expanding business opportunities and extending the scope of engagement with external stakeholders.
Primary Activities
Planning and Management
Planning and determining strategies to enhance service quality and efficiency for customers with consideration for the provision of adequate resources. The process of planning must take into account all businesses, i.e., expressway, rail, and commercial development, while establishing a risk assessment system and increasing opportunities to expand infrastructure and network connectivity with other public systems to achieve a sustainable business and enhance the Company’s long-term profit.
Design, Construction, and Installation
The design, construction, and installation of civil works structures and system equipment for expressway and metro to support service operations constitute one of the Company’s key primary activities during the project implementation phase. This activity serves as a critical determinant of service capacity and quality, encompassing reliability and safety, which are subsequently carried forward into the operational phase. The Company places strong emphasis on the selection of materials and technologies that minimize environmental impacts, as well as on mitigating disturbances to surrounding communities during the construction and installation processes.
Operations
Focusing on internal and external operations to promote the provision of transportation services and commercial development business to customers with operational efficiency and stability, and to maintain customer satisfaction and business success. Operations cover the organization’s internal management system and the provision of convenient and rapid services to customers. Operations also include efforts to monitor and address customer needs and to ensure efficiency in the transportation system in alignment with established operational plans. Furthermore, operations highlight the importance of enhancing safety performance and environmental responsibility in various related processes, such as regulating and maintaining the Company’s operations in compliance with environmental and safety standards set by regulatory authorities and the public sector. This is considered a key factor in building trust in the Company’s transportation system and must be rigorously embedded in operational practice.
Marketing and Sales
Focusing on BEM's marketing and services for customers by creating awareness and relationships with customers through public relations media and promotional campaigns highlighting social and environmental values. The Company also implements impactful and constructive projects that meet customer needs. In addition, the Company accentuates the utilization of technology to enhance convenience and efficiency in service provision, such as offering various formats of payment systems, which increases convenience for service users and enhances satisfaction with a transportation system that benefits both communities and society. This is in line with the Company's mission, which aims to continuously improve and respond to the needs of customers, communities, and society. Moreover, BEM promotes public transportation for people living in neighboring areas and supports ESG initiatives that create shared value within and beyond the organization.
Service Delivery
Delivering services according to the business plans and goals of the expressway, rail, and commercial development businesses is integral to the Company's service provision and revenue generation.
Expressway Business
BEM focuses on delivering quality and safe expressways in accordance with international standards, maintaining roads and facilities on the expressway, managing traffic, and enhancing payment convenience to improve customer satisfaction and ease of use.
Rail Business
BEM focuses on providing high-quality and safe metro public transportation services that comply with international standards to ensure customer satisfaction and convenience.
Commercial Development Business
BEM focuses on developing and delivering high-quality advertising media to strengthen brand awareness, reach target groups, and expand opportunities to market services and product. The Company also focuses on increasing revenue from space rental to shops or businesses requiring space to serve customers or to produce goods, while taking into account social and community integration. Additionally, the Company supports the provision of a reliable and high-quality telecommunications network.
After-Sales Services and Support
Activities of extreme significance directly affect customer satisfaction and business sustainability. BEM aims to provide problem-solving support to customers and respond to safety-related incidents rapidly and efficiently to build confidence in the Company’s services. An effective after-sales service delivery system will enable the Company to serve customers efficiently, meet their needs, and foster long-term satisfaction.
Support Activities
Procurement
BEM focuses on managing, selecting and procuring from suppliers who take ESG factors into consideration to reduce environmental and social impacts and enhance business sustainability. Selecting ESG-oriented suppliers, and eco-friendly materials and equipment helps decrease risks in the Company’s business operations. In addition, the Company promotes supplier participation, raises awareness, and encourages supplier capability development to support safety management and general operations related to employees, suppliers/contractors, and service users as part of enhancing supply chain management thereby fostering trust among relevant customers, investors, and relevant stakeholders.
Information Technology Development
BEM is committed to developing information technology systems in order to support efficient business processes and service provision in line with the Company’s operations. Information technology allows the Company to promptly and accurately monitor and track service delivery using security system that comply with relevant standards to protect stakeholders’ personal and business data in a bid to safeguard customer data and comply with laws pertaining to personal data. Developing information technology with high-security standards and strict data management will reduce risks regarding data instability and legal risks that may affect stakeholder confidence. In addition, employing information technology to improve services and business processes will enhance the Company’s efficiency and stability, helping to create customer satisfaction and strengthen the integration between information technology and personal data protection, a fundamental factor in this era where data is vital in business and society.
Human Resource Management
BEM emphasizes employing effective human resource management, providing appropriate training programs, and promoting human resource development planning to ready personnel and empower them to perform core activities and support efficient business operations. Besides implementing human resource management in conjunction with personnel and skill development, the Company also emphasizes supporting and promoting respect for human rights as well as diversity, equity, and inclusion (DEI), which are essential in creating an environment that recognizes and embraces employee diversity. Furthermore, encouraging employee engagement also strengthens cooperation within the organization and supports employees’ participation in the continuous development and advancement, of the Company’s business.
Organizational Infrastructure
BEM's infrastructure serves as a key mechanism for setting direction, controlling, and supporting the operations of all departments to be efficient, transparent, and aligned with the Company's strategy. Its main components encompass internal management, accounting, finance, and revenue auditing. The Company places importance on systematic operational planning and performance monitoring, efficient budget and cash flow management, and the preparation of financial reports that accurately comply with relevant standards. In addition, the Company operates under good corporate governance principles, strictly adhering to applicable laws, regulations, and requirements, in order to enhance credibility, reduce risk, and support long-term sustainable organizational growth.
Stakeholder Analysis in BEM's Value Chain
BEM is committed to sustainable management by prioritizing continuous engagement with stakeholder groups connected to the Company's businesses.
These groups include employees who form the foundation of the Company's development; suppliers and contractors who are business partners; customers to whom the Company aims to provide quality service and enhance satisfaction; and society and communities in which the Company operates. Additionally, the Company values other key stakeholders such as creditors, shareholders, press, regulatory authorities and the public sector, who are responsible for overseeing and governing the Company. These efforts are intended to build trust and promote transparency in business operations, ultimately fostering sustainable growth.
BEM recognizes the importance of cooperation and connection between all stakeholder groups, which results from effective management. This will yield sustainable results that benefit all stakeholder groups and foster strong connections. Moreover, the Company welcomes opinions and feedback from stakeholders, including their economic, social and environmental expectations, to adjust the Company’s operational plans in response to each group’s expectations and increase opportunities for stakeholders to boost their strength, reduce risks, and build a business ecosystem that creates positive impacts to all stakeholders.
Communication with Stakeholders in 2025
Engagement Channels and Frequency
- Survey on employee engagement and happiness towards the organization, once per year
- Internal communication via online and offline channels, as well as internal activities held continuously throughout the year
- Welfare Committee and Executive Meetings quarterly
- Addressing employee grievances and opinions throughout the year
- Annual Performance Assessment, once a year
- Quality Management System Committee Meetings, quarterly
- Submission of grievances through supervisors
- Orientation for new employees
- Enquiry on employee’s and supervisors’ needs and feedback to design learning courses that is suitable and consistent with operations
Issues of Interest/ Expectations
- Career advancement opportunities
- Fair remuneration and welfare
- Acceptance of diversity and inclusion in the workplace
- Fair, equal treatment and gender equality
- Appropriate competency, knowledge, and ability development
- Clear policies and guideline, with communication throughout the organization to ensure consistency in operations
- Occupational health, safe, and suitable working environment
- Challenging assignment that support employee development
- Appropriate employee behavioral expression in line with the corporate culture
- Employee engagement and pride in the Company
Actions in Response to Stakeholder Issues in 2025
- Define necessary competencies for employees across all departments
- Establish Career Paths for employees with capability development processes to support employee self-development and career growth toward within the Company set targets
- Provide mental health benefits, loan and housing benefits
- Additional benefits allocated pursuant to the recommendations of the Welfare Committee as follows;
- Medical expense discounts for employee and their families at a new partner hospital (total now 3 hospitals)
- Fitness center discount at 1 additional facility
- First Aid room with medical personnel, medications, and refill points for medication covering all workplaces 24 hours
- Provide flu vaccinations for four strains and health screening benefits such as cervical cancer, breast cancer, and prostate cancer screening to promote employees' well-being
- Establish a central unit to conduct additional drinking water quality checks beyond the regular maintenance cycle, covering all workplaces annually to ensure confidence in the quality of drinking water for employees
- Marriage benefits extended to cover LGBTQIA+ employees for equal marriage leave and wedding allowance
- Provide financial assistance to employees affected by natural disasters and human-induced disaster, including floods, fires, storms, landslides, earthquakes, and tsunamis
- Provide safety uniforms for maintenance group and expressway operations group to enhance workplace safety.
- Collect and distribute company-related news ("Clipping-News") daily to executives and employees, ensuring communication of important information.
Engagement Channels and Frequency
- Both online and offline communication, with one-way and two-way channels, when conducting joint activities, as appropriate
- Communication of important information via the Company's website under the menu "About BEM/ Sustainable Development/Supply Chain Management," which includes:
- Supply Chain Policy and practice.
- Supply chain Management Strategies
- Supplier management process
- Supplier Code of Conduct
- Disclosure of Supply Chain Management Target and Performance
- Other related Policies and Practices
- Whistleblowing or complaint channels to Chairman of the Audit Committee/Independent Director/Company Secretary
- A partnership application channel via the Company's website under the menu "B2B with BEM/Procurement"
- Supplier safety training for suppliers who are required to perform work within the company premises per annual training program
- Annual supplier meeting for sustainability guidance, policy reinforcement, and feedback, once per year
- Educational materials for suppliers to promote sustainability awareness, two times per year
- Online supplier satisfaction and expectation survey, once per year
- Supplier evaluation relating to sustainability (ESG) performance, according to the 2025 annual plan
- Notification to suppliers whose performance does not meet the Company's standard and along with recommendation for improvement based on the Company's criteria
- Monthly contractor safety committee meetings to exchange information, news, and opinions
Issues of Interest/ Expectations
- Knowledge and understanding of sustainable development
- Promotion of quality improvement and trust between organizations
- Long-term business relationships and sustainable collaboration
- Compliance with contractual terms and fair agreements
- Timely payment for goods/services within agreed terms
- Transparent and auditable procurement process
- Fair and equal treatment to all suppliers
- Safe and healthy working environment
- Establishment of a supplier code of conduct for clear practices
Actions in Response to Stakeholder Issues in 2025
- Conduct training sessions to enhance suppliers' knowledge of sustainable business practices
- Communicate Supplier Code of Conduct and notify suppliers to acknowledge and adopt it as a guideline for conducting business with the Company
- Ensure that business contracts fairly and equitable for all suppliers
- Ensure timely payment for goods/services (within 30-45 days after receiving the invoice or as contractually agreed)
- Develop and share educational materials with suppliers to raise awareness and promote ESG-related initiatives
- Evaluate the ESG performance of direct business suppliers (Tier 1 Suppliers) through self-assessments
- Conduct Sustainability (ESG) risk assessment of Significant Tier-1 Suppliers by BEM employees
Engagement Channels and Frequency
- Surveys on satisfaction, needs and expectations, including suggestions in the provision of services delivery throughout the year
- Activities to strengthen relationships with customers throughout the year
- Submission of complaints and feedback via various channels throughout the year
Issues of Interest/ Expectations
- Reliable, punctual, convenient and accessible services
- Appropriate pricing
- Sustainable and eco-friendly travel alternatives with quality, safety, and non-discriminatory service
- Appropriate personal data protection
- Receiving accurate and timely public communications and essential information to support decision-making.
- Timely disclosure of accurate and clear information
- Products and payment channels that respond to customers' needs
- Appropriate and timely problem-solving ability and customer assistance
Actions in Response to Stakeholder Issues in 2025
- Develop projects based on customer expectations to align services with needs and enhance customer experience
- Organize customer relationship-building initiatives, e.g., co-branding privilege programs with business partners, concert ticket giveaways, and the "Happy Journey" activities
- Communicate travel-impacting information clearly and promptly to enable effective customer planning and decision-making
- Collect feedback and complaints through various corporate channels by coordination between complainants and relevant departments to ensure appropriate resolution
Engagement Channels and Frequency
- Receiving suggestions and complaints through various corporate channels continuously throughout the year
- Meetings, discussions, and visits to communities impacted by the Company's operations to continuously strengthen relationships throughout the year
- Social and environmental contribution activities along the expressway and metro lines throughout the year
- Evaluation of community satisfaction or engagement for each activity
Issues of Interest/ Expectations
- Reduction of negative environmental impacts and increase in positive contributions to society and communities
- Job opportunities for locals
- Preparations and establishment of safety and emergency response measures
- Participation and support of community activities
- Respect for basic community rights
- Promotion of good cooperation between communities and the Company
Actions in Response to Stakeholder Issues in 2025
- Implement the strategic plan for social and community engagement (Development Framework for 2025-2028) under the sustainable development framework and organize activities to strengthen relationships with society and communities in accordance with the defined plan
- Receive suggestions and complaints via various company channels and take timely corrective action in coordination with relevant departments
Engagement Channels and Frequency
- Disclose information in accordance with the requirements of the Securities and Exchange Commission (SEC) and the Stock Exchange of Thailand (SET), including quarterly Management Discussion and Analysis (MD&A) reports, and Annual Report (Form 56-1 One Report)
- Monthly disclosures provided via the Company's investor relations website
- Submission of financial statements and information according to the terms of the credit agreements and the debenture's terms and conditions
- Presentations of the Company's performance information through various meetings such as Roadshows, Analyst Meetings, and Company Visits throughout the year
Issues of Interest/ Expectations
- Strong company performance and future investment plans for sustainable growth
- Effective risk management and sound financial liquidity management
- Accurate, transparent, and reliable financial reporting and auditing
- Compliance with the terms and conditions of loan agreements and debentures
Actions in Response to Stakeholder Issues in 2025
- Prepare MD&A and Annual Report (Form 56-1 One Report) and disclose performance results and related information via SET and the investor relations section of the Company’s website, accurately, completely, and timely
- Submit financial statements to credit-providing financial institutions, SEC and ThaiBMA and fully comply with the terms and conditions of loan agreements and debentures
- Participate in SET Opportunity Day (4 times) and hold Analyst Meetings (4 times)
- Engage with investors and analysts through one-on-one meeting, Company visits, SET meetings, and security companies meeting totalling 28 meeting.
- Conduct investor relations satisfaction surveys achieving an satisfaction score of 93.02%, exceeding the target of 90%
Engagement Channels and Frequency
- Annual General Meeting of Shareholders (AGM), once a year, and Extraordinary General Meetings (EGM) when urgent matters arise, providing shareholders with the opportunity to:
- Raise questions or express opinions during the meeting, as well as submit questions in advance
- Exercise voting rights for the election of directors on an individual basis, including the right to vote for the removal of directors at shareholders' meetings
- Exercise their rights fairly and equitably in proposing agenda items for the AGM and nominating candidates for consideration as directors through the channels announced on the Company's website, with a submission period open for 3 months prior to the end of the accounting period
- Disclosure of information and communication of the Company's performance through various channels:
- Form 56-1 One Report, once per year
- Management Discussion and Analysis (MD&A), 4 times per year, through the Stock Exchange of Thailand and the Company's website
- Activities and engagement channels for shareholders, such as Company Visits and corporate communication activities, to support continuous communication and engagement throughout the year
- Ongoing communication with shareholders through various Company channels, including the website, email, and telephone, throughout the year
Issues of Interest/ Expectations
- Business operations in compliance with applicable laws and regulations, with transparency, responsibility toward the environment and society, and consideration for the Company’s sustainable growth
- Fair and equal treatment of investors and shareholders
- Disclosing accurate, transparent, complete, timely, and compliant information in accordance with SET regulations, and maintaining regular and continuous communication with shareholders
- Expanding sustainable business opportunities, and sourcing capital for new projects, while maintaining financial stability, profitability, and the ability to generate appropriate returns on investment
Actions in Response to Stakeholder Issues in 2025
- Supervise operations to ensure compliance with applicable regulations, laws, official announcements, concession agreements, and other business-related obligations with transparency, fairness, environmental responsibility, and auditability
- Organize shareholder meetings in an online format, placing emphasis on responding to shareholders' questions during meetings while enabling shareholders to propose agenda items, nominate candidates for director selection, and submit questions in advance via the Company's website
- Present the Company's performance through various activities both domestically and internationally
- Prepare regular reports to disclose information and communicate the Company's performance, including the Annual Report (Form 56-1 One Report) and MD&A
- Establish a clear dividend payment policy
- Set a clear growth strategy framework with a focus on core businesses in which the Company has experience and expertise
- Co-invest with the public sector in transport system projects to create the Company's next growth wave, by selecting only projects with appropriate returns consistent with the Company's capabilities
- Enhance operational efficiency and reduce costs through the adoption of technology in toll collection and fare collection systems, together with efficient financial cost management
Engagement Channels and Frequency
- Media coordination throughout the year, and dissemination of information regarding the Company's operations, marketing activities, and corporate social responsibility (CSR) activities through various online and offline media channels, such as websites, social media, newspapers, television, and radio
- Preparing and distributing publicity materials, namely: press releases, news photos, scoop news, video clips, and radio spots
- Organizing special activities (e.g., press conferences and special interviews) at least once per year to communicate an overview of the Company's performance
- Press visits on appropriate occasions (e.g., the organization's anniversary and New Year season, etc.)
Issues of Interest/ Expectations
- Access to continuous updates and information regarding the Company's operations, including marketing activities undertaken by the Company
- Progress updates and developments of key projects currently under implementation
- Comments and recommendations in the Company's capacity as a public transport operator
- The Company's responsibility toward society, the environment, and operations in accordance with the principles of corporate governance
- Accurate, transparent, and timely disclosure of information, including appropriate and timely clarification of causes, impacts, and mitigation approaches in the event of any abnormal incidents
Actions in Response to Stakeholder Issues in 2025
- Regularly prepare and distribute the Company press releases in various formats to share topics of interest and continuously communicate material information to the mass media, such as business updates, operating performance, and social, community, and environmental activities, etc.
- Invite the mass media to participate in activities (e.g., press conferences and marketing events) and provide complete and clear information on relevant matters
- Promptly issue news releases or information to clarify the situation in the event of abnormal incidents, so that the mass media receive accurate, complete, and timely information
Engagement Channels and Frequency
- Reporting performance and operations to relevant regulatory authorities and the public sector on a monthly, quarterly, and annual basis
- Monthly assessment of satisfaction regarding operational performance
- Full compliance with applicable rules and regulations
- Ongoing participation in government activities and projects, including continuous collaboration on relevant matters
- Case-by-case monthly meetings with government agencies, or upon invitation by government agencies to discuss specific matters
Issues of Interest/ Expectations
- Compliance with laws and regulations, and reporting of audit and control results as specified in the concession agreements
- Implementation of safety and security measures certified under international standards
- Efficient management and provision of the country's transport infrastructure services in accordance with international service standards
- Cooperation and support for initiatives that benefit the public interest
- Conducting the businesses in compliance with applicable rules, laws, and regulations
- Sustainable business collaboration that is transparent and auditable
- A safe working environment
Actions in Response to Stakeholder Issues in 2025
- Strictly comply with applicable laws, regulations, rules, concession agreement requirements, and other business-related terms and conditions
- Attend meetings with the respective government project owners and/or participate in discussions upon written invitation by government agencies on specific matters
- Engage in discussions with government agencies and regulatory authorities to receive recommendations and provide constructive opinions
- Monitor changes in relevant laws and regulations to ensure compliant and accurate implementation
- Disclose information and cooperate with government regulatory agencies accurately, completely, and within the specified timeframe
- Participate in inter-organizational relationship strengthening activities, such as:
- Sports activities to foster good relationships between the organizations' executives and employees
- Tree-planting activities for an environmental awareness campaign jointly with regulatory authorities and the public sector
- Supporting activities to promote safety for expressway users and MRT passengers
