Seven SMRT initiatives to look out for
SMRT is trying new things to provide a better experience for commuters. In July, they officially launched three initiatives – Care Stickers, Priority Queues and charging points for mobile devices. On Wednesday, the train operator rolled out four more initiatives. They are: escalator safety announcements, Care Zones, an eFeedback System and a Whatsapp hotline called SMRT SNAP-REP (short for snap and report).
All the seven initiatives are pilot projects. They were developed based on public feedback and overseas study trips, said SMRT’s vice president for rail operations, Alvin Kek.
SMRT will collect feedback from commuters till the end of this year and decide which projects should become permanent features.
These initiatives are available only at selected “high passenger load” train stations – those used by more than 80,000 commuters per day.
Here’s a quick summary of each of the new initiatives you should look out for:
1. SMRT SNAP-REP
This is a Whatsapp hotline (+65 9788 4398), which commuters can use to send photos and feedback on-the-go. Commuters can send feedback on SMRT trains, buses and taxis. When sending a message, they are encouraged to provide details such as vehicle number, date, time, location and a short description of the incident. Commuters are not encouraged to call the hotline.
If you do wish to speak to a staff, the existing customer hotline (1800 336 8900) is still available for use.
2. E-Feedback System
You can also give your feedback via electronic feedback systems located at the station’s Passenger Service Centre. These systems are on tablets at City Hall, Tanjong Pagar, Orchard and Kent Ridge MRT stations.
Commuters can look out for them at 18 other stations such as Jurong East, Woodlands, Toa Payoh, Ang Mo Kio, Marina Bay, Bedok, Pasir Ris and Changi Airport, soon. Since its implementation in late July, SMRT has received about 600 feedback notices.
3. Care Zones
You might have spotted this blue demarcated zones at SMRT train platforms. These Care Zones are for “priority” commuters who need extra attention such as those with special needs, and children. The zones are positioned close to emergency phones for contacting station staff. These zones are also CCTV-monitored. The zones are located at Tanjong Pagar, Orchard, City Hall and Kent Ridge. Nine other stations will have Care Zones by the end of October.
4. Escalator Safety Announcements
According to Kek, at least 15 incidents happen at escalators across the network every month. Most of these cases happen to people distracted by their mobile devices while on escalators. SMRT’s escalator safety announcements remind to be mindful when using the escalator. The feature is currently available at Simei and Tanjong Pagar MRT stations, and will be extended to Yishun, Buona Vista, Jurong East, Orchard and City Hall stations.
5. Care Stickers
Passengers can request for a Care Sticker to help SMRT staff and other commuters identify them in case they need help along their journey. The stickers are intended for commuters who require special attention such as pregnant women, parents traveling with young children, senior citizens and those who are unwell.
6. Priority Queues
Priority queues are located at one side of life entrances, closer to where the lift buttons are.
7. Mobile Device Charging Points
In case you haven’t heard, you can now charge your mobile devices at four SMRT stations for free, and yes, you won’t get fined. There is only one charging point at each station. There are currently charging points at City Hall, Tanjong Pagar, Kent Ridge and Orchard stations.
