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Kaizen For Service

At SMRT, our people are at the heart of everything that we do, and are instrumental to our success.

Our staff are committed to making every commute safe, reliable and comfortable with high standards of safety and service excellence. With various initiatives in place to enhance your commuting experience, we aim to provide best-in-class service excellence, and to make every journey a pleasant one. In addition, we continue to invest in our workforce to develop skilled, competent and adaptable employees, and by upskilling themselves, our employees are better equipped to tackle the transport challenges of the future, ensuring that we remain at the forefront of innovation and service excellence.

Whether it is improving accessibility and features of our stations, creating community engagement initiatives and touchpoints to enhance lifestyles, or going the extra mile for those in need, incorporating Kaizen in our service is to be ready to help today, and being better at it tomorrow.

WeCare is our service framework as we strive to deliver a safe, reliable and commuter-centred service. It also serves as our commitment to rally leaders and employees to serve with humility, empathy, responsibility, respect, and sincerity.

SMRT’s WeCare service framework is anchored on four key thrusts:


Service: Accessibility & Inclusivity

Creating an inclusive transport experience for greater convenience and comfort of commuters from all walks of life.

Outreach: Engage & Delight

Sharing joy with commuters during special occasions for a more pleasant and delightful travel experience.

Care: Safe & Gracious Travel

Ensuring the health and well-being of everyone we serve and cultivating a safety mindset is of paramount importance.

Communities: Listen & Bond

Connecting with commuters and communities across Singapore through meaningful causes and initiatives.