6 ways Singapore’s SMRT hopes to impress tech-savvy commuters

Singapore’s subway operator SMRT has gotten a lot of flak lately for its many breakdowns. These have resulted in a change of CEO, from a former head of a retail chain to an army general (probably to instill some discipline in the ranks).

While SMRT, which also runs buses and cabs, is getting back to basics by fixing its infrastructure, that has not stopped it from experimenting with a few tech initiatives in order to improve commuter experience. Here are six of them.

1. Whatsapp hotline

Instead of calling the customer hotline (1800 336 8900), commuters will soon be able to post complaints to a Whatsapp account (+65 9788 4398). They can send in photos of defects too, making feedback more vivid.

2. E-feedback tablets

For commuters who don’t like or don’t know how to use a smartphone, feedback collection tablets will soon be available at passenger service centers in 22 train stations.

3. Mobile charging stations

For commuters running out of battery juice, these charging stations can be a godsend – assuming the stations aren’t occupied and the commuter has time to stop for a decent charge. Available at four MRT stations – Orchard, City Hall, Tanjong Pagar, and Kent Ridge – each station comes with three charging points. Subway stops in Seoul have a similar initiative.

4. Free wifi at train stations

Commuters standing on the platform of three stations – City Hall, Orchard, and Raffles Place – can enjoy free wifi supplied by Wireless@SG, a nationwide internet program. Over nine months, the service will extend to 16 stations on the North-East Line and nine more stations with high commuter usage.

The free wifi will progressively roll out to 16 MRT stations on the North-East Line and nine other stations with high commuter traffic. Wireless@SG’s connectivity has often been erratic and slow, so hopefully this implementation will give a better experience. Its benefits may also be limited by the fact that commuters are often only at a station platform for a few minutes at one go.

5. Apps for bus and train data as well as taxi bookings

SMRT has a couple of mobile apps in its back pocket. SMRTConnect (which hasn’t been updated since 2012) gives users access to arrival times for SMRT buses and trains. However, NextRide on iOS, or MyTransport Singapore, on iOS and Android, are probably better choices. SMRT Book a Taxi lets users book cabs, but given its limited fleet, commuters are better off with GrabTaxi.

6. Rewards for traveling at off-peak hours

SMRT has partnered with Urban Engines to create Travel Smart Rewards, a program that encourages commuters to travel during off-peak hours. Users sign up and simply accumulate points which they can redeem for prizes. Off-peak commuters accumulate points faster.