Home  ›  Kaizen  ›  Kaizen For Service  ›  Service  ›  Initiatives


Beyond delivering rail and bus services, we constantly look for ways to improve our service delivery and enhance the wellbeing of our commuters and the community.

WeCare Rooms

WeCare rooms are quiet and comfortable spaces in MRT stations and bus interchanges for commuters to rest and recover when they feel unwell. Each WeCare room has a distinctive look as the rooms are designed by colleagues of the respective stations.



NaviLens and NaviLens Go

We are the first public transport operator in Asia to deploy NaviLens, a navigation mobile app that provides audible information for visually impaired users to get around places, at all SMRT bus interchanges. This was implemented at the Woodlands Integrated Transport Hub in 2022. Since then, we have expanded the use of NaviLens to Bukit Panjang Integrated Transport Hub and Choa Chu Kang Bus Interchange to enhance the commuting experience for the visually-impaired. NaviLens will be progressively expanded to selected MRT stations.


Watch this video to find out How the NaviLens app helps the visually impaired travel confidently.

The public can also utilise NaviLens Go to gain directional insights on their mobile devices by scanning the colour-coded tags. The app will seamlessly integrate visual cues for intuitive wayfinding. Both apps utilise the same marker tags, ensuring universal accessibility without requiring additional installation.


Wayfinding Murals

SMRT partnered with several organisations, namely the Agency for Integrated Care, Association for Persons with Special Needs (APSN), Movement for the Intellectually Disabled of Singapore (MINDS) and Dementia Singapore, to introduce colourful fruit-themed wayfinding signage for commuters with special needs. These wayfinding cues serve as directional guides and can be seen at Woodlands MRT station (NSL and TEL), Woodlands Integrated Transport Hub, Woodlands Temporary Bus Interchange, Bukit Panjang Integrated Transport Hub and Choa Chu Kang Bus Interchange.



Familiarisation Tours for the Visually Handicapped

To support confidence building of commuters who are visually impaired, SMRT regularly conducts Familiarisation Tours at MRT stations and bus interchanges for members of the Singapore Association of the Visually Handicapped (SAVH) and Guide Dogs Singapore.


SAVH fam tour at CCKI

GDS fam tour at WITH


Heart Zones near hospitals allow fellow commuters to assist and support commuters with special needs who require mobility assistance to surrounding destinations.



Dementia Go-To Points

As of December 2022, all 98 SMRT-operated MRT stations (NSEWL, CCL and TEL [till phase 2]) and four bus interchanges, including Woodlands Temporary Bus Interchange, are Go-To Ready and certified Dementia Go-To Points by the Agency of Integrated Care (AIC). These initiatives provide services such as wayfinding, first aid, location of missing children or the elderly to those travelling in our network, their families, and the communities



Kindness Seats

To promote gracious commuting behaviour on our network, we have initiatives such as kindness seats in our MRT stations and bus interchanges. These are specially designed seats aimed at promoting kindness messages such as giving up seats to those who need it, and are prominently designed to make them for visible.



Bus Boarding Assistance Panel

The Bus Boarding Assistance Panel is a system designed to alert Bus Captains when commuters with special needs require assistance boarding the bus at interchange berths. It also includes Braille plates and voice-over features to aid visually-impaired commuters. The Bus Boarding Assistance Panel is available at Choa Chu Kang Bus Interchange and Woodlands Integrated Transport Hub,


Bus boarding assistance panel