A fall, a commuter’s panic, and the push to offer more than transit
Through frontline staff training and community partnerships, SMRT is working to reshape its network into places of care, culture, and connection.
On a Wednesday morning in September 2024, a loud thump rang out at Kent Ridge MRT station in Singapore. A commuter shouted, "Someone fell down!" Assistant station manager Susie Low, 40, and two colleagues responded promptly, finding an elderly woman lying face-down on the floor, bleeding from her head. Low, who had experience caring for her ailing parents, calmed the woman by engaging her in conversation, providing reassurance during her distress.
The woman, recognizing Low's compassionate approach, confided in her not to contact her children, who were working. Low then wheeled the woman to National University Hospital's emergency department, staying with her for registration so she wouldn't feel alone. For her actions, Low was awarded a Commendation Award at the National Kindness Awards – Transport Gold.
SMRT's approach to service delivery has evolved over the past decade, transforming from basic operations to places of care, culture, and connection. Alvin Kek, SMRT's chief commuter engagement and service excellence officer, explained that projects like providing care stickers for pregnant women and senior commuters, as well as charging kiosks for mobile devices, began small but grew in impact.
SMRT senior management joined in, emphasizing the importance of small gestures like open postures and warm directions. The initiative "Go-To SMRT" was launched to make SMRT's train stations and bus interchanges first places people can turn to for help. Over 4,000 frontline staff have been trained to handle over 120 scenarios, including assisting with fare payment, reunifying lost children with parents, and recognizing and supporting commuters living with dementia.
SMRT is also partnering with organizations like The Teng Company to introduce chimes on train lines that help visually impaired commuters identify train routes. The agency's efforts reflect a broader shift in feedback, with stories of staff going above and beyond regularly surfacing on social media.
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