How SMRT conveys travel information to commuters

We thank Mr Lim Chong Leong for his feedback ("More train arrival panels, please"; Tuesday), as well as others for feedback we have received on better communicating travel information. It would be useful to describe the different ways in which SMRT conveys travel information to commuters.

The Traffic Light System, which indicates the level of crowdedness at the specific station, is only one of several systems we use in the network. Commuters see this before they enter the fare gates.

Signs explain the colour code. Green indicates a high likelihood of boarding the next train, amber indicates a wait of approximately two trains, red indicates a prolonged wait, and flashing red indicates a service delay or disruption and that alternative modes of travel should be sought.

We recently surveyed about 1,000 passengers and the majority said they were aware of the system and would like to see it rolled out at more stations.

We also have iDisplay screens, which indicate that train services are operating normally across the entire network. Again, commuters get to see these before they enter the fare gates.

Commuters may wish to consider alternative modes of transport if there is a delay affecting a specific stretch along a specific line.

Then, we have Ratis displays, which indicate arrival times for trains at that particular station. These are deployed across all stations in our network and can be found especially at our platforms.

Lastly, we have the Connect mobile application, which provides arrival times for trains across the entire network, and is available on iOS and Android platforms.

If train services are affected, travel information will be conveyed through these channels as well as through service announcements made at our stations and in our trains, public announcements made through Facebook and Twitter, and through additional signage put up at our stations.

There is a comprehensive system in place. The Traffic Light System and iDisplay screens will be installed at more stations. The Connect app is being upgraded. Accuracy of train arrival timings will be improved.

Beyond these, SMRT's asset and infrastructure renewal and upgrading programmes will improve service reliability.

Patrick Nathan

Vice-President, Corporate Information and Communications

SMRT Corporation

This article was first published on August 29, 2014.
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