2012年1月11日星期三

Timelier updates on MRT

Timelier updates on train services: SMRT

SINGAPORE: Commuters can expect train operator SMRT to provide more frequent and timely updates in the event of a service delay or disruption.

It's working on sharing as much information with passengers including how long a delay will last.

A lack of communication and clear information was one major issue when the five-hour train disruption took place on the North-South Line on 15 December.

Some commuters who were stuck in the trains said they were not updated on the situation, or how long the disruption will last.

SMRT admits there has been too much focus on rectifying the fault rather than keeping commuters informed of the situation.

Tan Kwong Chye, chief controller, Operations Control Centre, SMRT, said: "Whenever there is a train fault, the TO (train officer) will make the first announcement inside the train and then he will continue with his fault rectification work."

SMRT's Operations Control Centre (OCC) will now play a bigger role.

While train drivers continue to rectify the fault, officers at OCC will take over to give regular updates to commuters in the train, every two minutes.

This may come in the form of new pre-recorded messages or live announcements.

The assurance given is that SMRT will share more information, where possible.

Tan Kwong Chye, chief controller, Operations Control Centre, SMRT, said: "With these new announcements, it lets passengers be more aware of what is happening, what we at OCC are doing, and also the estimated time of delay. So that passengers are more aware and assured of what is going to happen.

The announcements are currently done in English and Mandarin for now.

SMRT said it is still looking for manpower to do the announcements in Malay and Tamil.

Getting drivers to be more pro-active right at the start of a delay or disruption, is another challenge.

SMRT said that most of its train officers are Singaporeans and they are trained to make announcements in English.

Moving forward, it's now looking at giving better training to make them more comfortable with public speaking so that announcements can be made on a more regular basis, in the event of a delay or disruption.

SMRT is also looking into shortening the time it takes to decide when to evacuate passengers in a stalled train.

Currently, the decision is made by the 15th minute to detrain passengers from the train to the track, provided that there is no power supply to the tracks.

~News courtesy of Channel Newsasia~

没有评论:

发表评论