18 September 2014

SMRT announces new initiatives to make commuting more pleasant in Singapore

SMRT has announced a second wave of initiatives to enhance the Singapore public transport experience.

Source: SMRT.

"SMRT remains focused and committed to improving our safety and train reliability through on-going maintenance and upgrading programmes. However, we recognise that service initiatives are also important to provide our commuters with a positive travel experience. 

"Our first three pilot programmes*, namely the Care Stickers, Priority Queues and Charging Points, were introduced over the last two months to cater to commuters with special needs and emergencies. To further enhance passenger safety and travel experience, we are pleased to introduce four more new initiatives: Escalator Safety Announcements, Care Zones, eFeedback System, and SMRT SNAP-REP. Collectively, we hope they offer greater conveniences and provide more channels of feedback for our commuters,” said Alvin Kek, Vice President, Rail Operations, SMRT Trains.

Escalator Safety Announcements
Escalator incidents often involve commuters who were distracted by mobile device usage and therefore failed to pay attention when using the escalators. SMRT is running Escalator Safety Announcements to alert and remind commuters of their safety when using the escalators. This complements its existing efforts of posters and signage to encourage commuters to hold on to the handrails and not use mobile devices while riding the escalators. Currently installed at Simei and Tanjong Pagar MRT stations, these safety announcements will be extended to other high passenger flow stations such as Yishun, Buona Vista, Jurong East, Orchard and City Hall stations.

Care Zones
To ensure passenger safety and better attention to the safety of commuters with special needs and those who may require extra attention, SMRT will be implementing Care Zones at its stations. Prominently located at waiting platforms of the stations, these CCTV-monitored Zones also allow commuters with quick access to Emergency Phones to contact station staff at the Passenger Service Centres for immediate assistance. Care Zones are implemented at Tanjong Pagar, Orchard, City Hall and Kent Ridge and will be provided at nine other stations over the next one month.

E-Feedback System at Passenger Service Centres
SMRT encourages commuters to provide feedback so that it can improve its delivery of services to the public. The company has added more channels for feedback. In addition to the existing channels: website, customer service hotline and Facebook page, commuters are encouraged to leave feedback through the eFeedback System, which are accessible through tablets at Passenger Service Centres. The eFeedback system is currently available at City Hall, Tanjong Pagar, Orchard and Kent Ridge MRT stations, and will be implemented at 18 more stations such as Jurong East, Woodlands, Toa Payoh, Ang Mo Kio, Marina Bay, Bedok, Pasir Ris and Changi Airport stations.

A new technical defect reporting channel, known as SMRT SNAP-REP (Short for Snap and Report), will also be introduced to provide commuters with a quick and easy way of alerting SMRT to any technical defect they come across while travelling within our network. Commuters simply need to snap photos of the defects with their mobile devices and send them to the SMRT WhatsApp hotline at +65 9788 4398 with details such as the vehicle number, date, time, location, and a short description of the defect. Commuters are encouraged to use the one-way feedback channel responsibly.

*Care Stickers are targeted at various groups of commuters who might require special care and attention, including commuters with mobility needs and unwell passengers. The care stickers would help other commuters identify and extend care to these commuters more easily. Also part of the trial is the Priority Queues initiative at the entrance of lifts to cater to passengers who are in greater need of using the lift facilities at our stations. The third initiative, Mobile Device Charging Points, are provided to commuters who need an outlet to quickly charge their mobile devices in the event that they need to contact someone urgently during an emergency.