Expert urges more customer-centric approach during rail disruptions

Targeted messaging will help passengers make informed decisions about commute, he says

- Lee Nian Tjoe Senior Transport Correspondent

One of the experts advising the reliability of Singapore’s rail network called for a more “customer-centric” approach when communicating with passengers during a rail disruption.

Speaking at a 25-minute media interview on Nov 21, Dr Tony Lee said the information needs of passengers will vary depending on whether they are stranded in the trains, at an affected station, or outside the network and considering if they should travel on an affected service.

Having targeted messages for each group will help passengers make informed decisions about their commute, said Dr Lee, an expert in railway engineering systems for modern transit systems with 40 years of experience.

Dr Lee is part of a five-member independent advisory panel appointed to guide the task force announced in September to raise the reliability of Singapore’s MRT and LRT networks. He was previously the operations and innovation director at MTR Corporation, which is Hong Kong’s rail operator.