‘Deep-seated cultural issues’ partly to blame for train disruptions: SMRT Group CEO

SINGAPORE — While rail operator SMRT has been focused on improving train infrastructure over the years, mistakes have been made and there are “deep-seated cultural issues” within the company that have contributed to the major disruptions since 2011.

SMRT’s president and group chief executive officer Desmond Kuek acknowledged this on Monday (Oct 16), in his first public comment following the massive flood-induced train disruption on the Oct 7 and 8 weekend.

Mr Kuek said: “Indeed many of our major disruptions in the past have been attributed in some part, or all, to human error or failure. We regret that this is so.

“Much progress has been made with the inculcation of a positive work culture, but there remain some deep-seated cultural issues within the company that has needed more time than anticipated to root out.”

He did not elaborate on what these issues are, but said that it would be “wrong to paint everyone in SMRT with the same brush”, because most employees are “incredibly committed, professional and commuter-focused”.

Mr Kuek also acknowledged that there have been mistakes made over the last five years and apologised repeatedly to commuters for the inconvenience caused.

“Regardless whether our issues are viewed by others as inherited, structural or cultural, we make no excuses,” he said. “I take full responsibility for all that has happened under my watch as the overall group’s chief executive.

Besides Mr Kuek, SMRT’s chairman Seah Moon Ming, SMRT Trains’ chief executive Lee Ling Wee as well as Transport Minister Khaw Boon Wan also apologised to the public for the Oct 7 incident that saw train services halted for more than 20 hours, affecting some 250,000 commuters.

Mr Seah said: “We know we have disappointed you and affected your life with each MRT service disruption.”

He added that the team is “fully committed to resolve the engineering and maintenance issues”.

“I ask for your patience and kind understanding, to allow us to work towards providing you with a better and smoother commuter experience.”

Meanwhile, Mr Khaw pinned the blame squarely on SMRT and called for action to “nail down who is responsible”.

“The bottomline is that MRT tunnels should not be flooded,” he said.

Several days after the weekend outage, the rail operator restructured its engineering and maintenance teams. In an internal memo sent out last Thursday, it stated that it had replaced a senior staff member involved in system maintenance.

The SMRT circular, a copy of which was seen by TODAY, said that Mr Siu Yow Wee has been appointed, with immediate effect, to take over Mr Ng Tek Poo in running its building and services division.


Mr Ng was previously SMRT’s vice-president for maintenance, while Mr Siu was its director of station operations for the North-South Line and East-West Line.

At the press briefing on Thursday afternoon, Mr Kuek said that the restructuring was “for greater accountability and focus”.

He assured the public that the rail operator would “redouble efforts to instil a strong culture of operational discipline in our workforce”, as well as strengthen engineering and maintenance capabilities to serve an ageing and expanding MRT network.