Conversation and Connecting with SG Commuters

Jan 25, 2018, 14:40 PM

25 Jan 2018

Title : Conversation and Connecting with SG Commuters
Department : Report
Article abstract :
Choose article type : News

The 1st Advisory Report published in August 2016 had 17 recommendations for an improved transport experience for various commuter groups. All recommendations were accepted by LTA and will be implemented progressively.


This year, the Advisory Report reveals a deeper and richer understanding of our commuters’ voices, with a focus on our rail system. We sought to understand their preferences across different rail lines; their willingness to be engaged, involved and to contribute. Click below to access PTC's 2nd Advisory Report and uncover the story of our SG commuters from the ground.





Chairman's Message



This Advisory Report shows what happened when the Public Transport Council (PTC) got up close with our SG Commuters. Commuters’ journey experiences are key to an effective public transport system. The PTC, through its Research & Advisory arm, had intensive conversations and engagements with more than 11,000 SG Commuters mainly throughout a challenging and electrifying 2017. While 2017 witnessed many public transport milestones, it also saw two unfortunate and high profile episodes on our public transport rail system which affected our commuters. This extensive engagement with SG Commuters continued from 2016 when we conducted 44 in-depth interviews, 51 focus group discussions and an independent survey of 2,132 SG Commuters. We also monitored 513,413 traction trends on social media. This Report is evidence based.


The initiatives and findings in this Report celebrate, in a way, the SG Commuter. Far from being cantankerous, SG Commuters are, by and large, reasonable, responsible, responsive, resilient and appreciative. They want public transport to be inclusive for the vulnerable or commuters with special needs. They ask to be involved in helping fellow commuters. They want to be active participants in shaping their rail journey experiences. They appreciate the effort put in by the Government, LTA and rail public transport providers to improve the system, and the time needed to get things right and working reliably.


It is heartening that the two co-creation trials described in this Report were wholeheartedly received by the commuters in the respective pilot areas and will be expanded in 2018. The co-creation trials provided commuters a ready platform for, and reduced the social barriers in, stepping forward and helping a fellow commuter who may need assistance in the course of their journey.


In our engagements with Deaf[1] and Hard-of-hearing commuters, and visually impaired commuters who need door-to-door assistance, some of them shared that they wanted to feel more welcomed by other commuters. We have also made some practical interim recommendations in this Report, such as an innovative mobility facility, like Mobility as a Service (MaaS), which can provide additional options for their travel needs. Such assistance can also be used by the elderly and families whose needs and travel patterns tend to be different from the average commuter.


The running narrative in this Report is the maturity of our SG Commuters. PTC will continue to listen to them for the public good of our transport system.

Richard Magnus
Chairman, Public Transport Council

[1] Deaf (with a capital D) is different from deaf (with a small d). Deaf (with a capital D) describes people with hearing loss who use sign language to communicate, and who identify themselves as members of a Deaf community and culture. They are more likely to have been born or become deaf early in life, and use sign language as their preferred communication mode. With the small d, the word ‘deaf’ is a general term used to describe people with hearing loss of varying degrees, regardless of the communication mode they use (such as sign language, speaking or lip reading). Source: The Singapore Association for the Deaf. “About Deaf Community and Deaf Culture”.