Singapore boasts an excellent and modern rail network. More than 40% of public transport journeys in Singapore are made using the rail system. The MRT (Mass Rapid Transit) system is probably the fastest way to reach any destination. It connects the entire island of Singapore. The Land Transport Authority is planning to expand the MRT network to 360km by the early 2030s.
Singapore Circuit Breaker
Singapore is among the several countries affected by the COVID-19 outbreak. The Singapore government imposed restrictions, known as ‘circuit breaker’, from April 7, 2020 to slow the community spread of COVID-19. On June 1, 2020, the government ended the eight-week COVID-19 circuit breaker shutdown. During the circuit breaker period, MRT operators (SMRT Corporation and SBS Transit) ramped up their cleaning efforts to provide safer and cleaner journeys to commuters.
Findings of the Customer Satisfaction Index of Singapore Research
To identify the satisfaction level of commuters during the circuit breaker period, the Institute of Service Excellence (ISE) at Singapore Management University (SMU) conducted a study. The institute released the 2020 second quarter (Q2) Customer Satisfaction Index of Singapore (CSISG) research findings in which it found that commuter satisfaction scores increased for the land transport sectors of Singapore.
From May to July, people showed higher satisfaction with train and bus ridership. The MRT System’s score increased by 11.0% and got a score of 73.4 points. All 16 MRT systems saw significant improvements over the 2019 customer satisfaction study. Similarly, the score for the Public Buses sector rose by 8.1%, receiving the score of 74.4 points. So what made commuters happy during this period? Amid the coronavirus pandemic and travel restrictions, people travelled less, resulting in the decline of train and bus riders. Fewer riders, less traffic, and stepped-up cleaning made commuters happier.
SMRT’s Contribution In Making Public Transport Safer for People
SMRT is the leading public transport operator in Singapore. SMRT’s frontline workers carried out frequent cleaning of all the premises in the public transport network. Their trains, stations, and premises have received the SG Clean Mark from the National Environment Agency (NEA). The operators installed hand sanitisers at stations and implemented safe distancing measures in trains and stations. SMRT also stepped up its cleaning efforts for high-touch points in all buses and at bus interchanges.
Regarding COVID-19’s disruption and SMRT’s responses to deal with it, SMRT Chairman, Mr. Seah Moon Ming said, “The COVID-19 pandemic has changed the way we live, work and play. This resulted in a decline in ridership. Whilst we dealt with the business and operational impact from the disruptions, we put in place measures for the safety of our commuters and employees.”
Sharing his views on how SMRT managed COVID-19, Mr. Neo Kian Hong (SMRT CEO) stated, “We have ensured cleanliness and orderliness in our trains, buses, and stations, thus giving confidence to commuters.”
Conclusion
Singapore has always been ranked at the top when it comes to public transportation. The COVID-19 pandemic has been a crucial time for businesses, people, and public transport operators. Despite all the disruptions, the government, SMRT, and other transport service providers have been able to satisfy commuters with their services. The public transport system has been well-managed by the operators and this helped to protect the well-being and safety of the passengers.
Singapore Train 