Singapore, 25 January 2018

SMRT Staff Step Up Efforts to Make MRT and Bus Journeys Even More Accessible For All

1. Like many of us, Ms Junaidah Ramli, 46, relies on buses and trains to get around Singapore. Ms Junaidah’s journey on public transport is nothing out of the ordinary – except that as a visually-impaired commuter, Junaidah relies on attentive MRT station staff and Bus Captains who will help her board safely and alight her at the right stop, tactile paving to guide her through the network, Braille lettering on lift buttons to get her to the station platform and train announcements that tell her she has arrived at her station of choice.

2. The desire for all commuters to travel as independently as possible on the MRT network is driving SMRT’s move to serve commuters with needs, such as the visually- or hearing-impaired, the elderly, parents with children in prams, and people on crutches or wheelchairs, better.

3. In an effort to make SMRT’s network more accessible to commuters with needs, who are among some three million passengers who travel daily on SMRT’s  network,  SMRT is stepping up efforts to keep its transportation network accessible and inclusive for passenger from all walks of life. SMRT has rolled out an Inclusive Service Delivery Programme which will enhance the training and development for all SMRT service and frontline staff, equipping them with practical skills and confidence to better assist these priority passengers

4. This Inclusive Service Delivery Programme builds on the success of SMRT’s earlier partnership, initiated in 2013, with NTUC Learning Hub and Disney Institute to promote Service Excellence in the company, with the common purpose of “building trust and bringing on smiles every day, and with everyone who journeys with us”. The new programme, developed in partnership with NTUC Learning Hub, Lien Foundation and Jurong Health, is aligned with Singapore’s vision to have a barrier-free, more inclusive and family-friendly public transport network, and efforts to keep Singapore’s large aging population active and mobile. 

5. SMRT President and Group Chief Executive Officer, Mr Desmond Kuek said: “SMRT is committed to serving our commuters, from the heart.  Each gracious gesture and act of kindness can make a meaningful difference to commuters, especially the elderly and those with special needs. We intend to take our service excellence efforts to a higher level with an inclusive service delivery approach. With this training, our staff are better equipped with the necessary skills to respond to situations when dealing with the needs of the elderly, visually impaired, and passengers with mobility needs. We hope they will show the way for a more inclusive transport network and society.”

6. Under the Inclusive Service Delivery Programme, staff will undergo a full-day training course. The classroom and hands-on sessions are highly contextualised to SMRT trains and buses to make the training relevant and authentic so as to enhance the learner’s understanding of the needs of priority passengers, inclusive transport services infrastructure, practices and services that benefit priority passengers.

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7. Mr Kwek Kok Kwong, Chief Executive Officer of NTUC Learning Hub said: “We are a First World country and we should therefore demonstrate a First World inclusive delivery service culture to embrace all segments of society. The transport system has one of the highest touch points in the lives of Singaporeans. By working with SMRT, we hope to be able to reach out to the seniors, expectant mothers and people with special needs. In particular, we are an aging population and catering to the seniors will be a high priority not only for the transport sector but across all our service touchpoints. We are excited to be part of SMRT’s journey in building a more inclusive transport network and preparing their frontline staff with critical skillsets from the ISDP. Beyond service excellence, we are also working with SMRT to support their strategy into the future.”

8. Mr Lee Poh Wah, Chief Executive of Lien Foundation, the philanthropic house that initiated the ‘Forget Us Not’ movement to create a dementia-friendly Singapore, said: “For persons with dementia, taking public transport can often be a daunting task that causes them to lose confidence. Maintaining their mobility is crucial as it helps them stay connected with their families and friends, and able to access healthcare and social services. Our partners and transport providers like SMRT are making a difference by fostering dementia awareness and incorporating training programmes that equip their staff with the skills to respond to the needs of passengers with dementia. Such local efforts to build dementia-friendly communities enable those with dementia to continue to live well in Singapore.” 

9. Mr Abdul Rashid Jailani, Senior Assistant Director for Allied Health, Ng Teng Fong General Hospital and Jurong Community Hospital, said: “The Mobility Park at Jurong Community Hospital was designed to prepare patients, the elderly and people with special needs to reintegrate back into the community after their discharge from hospital. The Mobility Park is an outdoor rehabilitative facility that feature simulated streetscapes such as ramps, stairs, different terrains as well as a pedestrian crossing and traffic light. Additionally, life-size public transportation models comprising a decommissioned taxi, a low-floor wheelchair accessible bus mock-up and an MRT train mock-up are located within the purpose-built environment where our therapists are able to provide rehabilitation to patients to gain confidence in using public transportation. To extend the reach to the community and to prepare SMRT staff to receive people with special needs when they return to using public transportation, Jurong Community Hospital provided training to SMRT staff to recognise and provide appropriate assistance to them.”

10. The Inclusive Service Delivery Programme kicked off in October 2017 and to date, 350 staff have gone through the programme. SMRT aims to have 1,400 front line staff trained by July 2018.

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