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The Land Transport Authority (LTA) received more than 1.36 million responses over the phone or in writing reagrding buses, trains, cars or taxis, and such feedback occurs every 24 seconds.
This number is double the amount of feedback received in 2007, said a spokesman to The Straits Times.
Almost half of the responses last year were road-related, such as Electronic Road Pricing matters and buses that are not punctual.
The other 43 per cent had to do with vehicle modification and the Certificate of Entitlement scheme for cars, reported The Straits Times.
Reports on illegal parking have also increased since LTA took over enforcement from the Traffic Police more than a year ago.
LTA quality service manager Tammie Loke attributed the large number of feedback to several factors, including more road and rail projects being carried out.
She said: "But most likely, this is due to people wanting to have more say in what is going on and being ready to articulate their ideas and suggestions."
Mr Cedric Foo, MP for Pioneer SMC and chairman of the Government Parliamentary Committee for Transport said that the surge is a positive trend and is a change from the 'bo chap' attitude to 'I can make a difference with my feedback'.
"This should definitely be encouraged," he added.
All feedback received, including complaints, should be viewed in a positive light, said political observer and former Nominated MP Zulkifli Baharudin.
"The thinking is that this transport issue is mine. It's public, therefore I own it. It affects my comfort and convenience so therefore, I want to have a say in it," he said.
Growing confidence that views are heard and acted upon could also be another possible reason for the surge in feedback, said Mr Zulkifli.
Recent accidents at Rochor Road have also led to calls for taxis to be equipped with airbags.
Ms Loke told The Straits Times that LTA, which operates a 24-hour call centre, does not rely only on customer serivce officers to handle public queries, but officers who specialise in different areas are also roped in.
She said that LTA's aim is to answer every call within 20 seconds and to reply to general e-mail enquiries within three working days. For more complicated matters, they will reply within 14 days.
While feedback is a good thing, it should also be constructive, said Mr Foo.
He gave an example when a resident wrote to him about a motorist who was driving with a child on his lap and without wearing a seat belt. In his feedback, the resident also urged the LTA to bring back its road safety campaign.
Mr Foo said: "Such feedback shows that social capital is alive and striving in Singapore. They aim to protect others in our society and not just to lobby for one's self-interest."
klim@sph.com.sg
 
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