SINGAPORE — The next time commuters spot graffiti or defects like broken seats on SMRT’s trains, buses and taxis, they can snap a picture and send them to the public transport operator through Whatsapp.

This new Whatsapp hotline is among four new initiatives by SMRT aimed at enhancing commuter travel experience. Commuters with something to report can send pictures to 9788 4398, along with other details like the vehicle number and time and location. The hotline, however, is not meant for taking calls.

“The key idea is we recognised that some of our commuters wanted to report something, but...there is no immediate channel to report. Commuters sometimes report it after the journey and they can’t remember what time. With Whatsapp, we can trace the defect faster and with more accuracy,” said Mr Alvin Kek, vice president of rail operations, SMRT trains, at a media tour today (Sept 17).

Other new initiatives shared include installing electronic tablets at MRT stations for commuters to rate train services. Currently available at Passenger Service Centres at the City Hall, Tanjong Pagar, Orchard, and Kent Ridge MRT stations, it will be available at 18 more stations by the end of the year. So far, SMRT has received over 600 responses.

SMRT is also setting aside a dedicated area at train platforms for those who need special care and attention, with its staff to closely monitor these Care Zones through closed-circuit television (CCTV). These zones are to be located just outside the lifts, and phones have been placed near these zones in case commuters need to make calls in emergencies. Currently, there are Care Zones at Tanjong Pagar, Orchard, City Hall and Kent Ridge stations, and the initiative will be extended to another nine stations over the next one month.

Noting that escalator incidents often happen when commuters are distracted by their mobile phones, SMRT is also making safety announcements, which can currently be heard at the Simei and Tanjong Pagar stations. The announcements will also be made at other stations with high passenger volume like the Yishun, Buona Vista, Jurong East, Orchard and City Hall stations.

Mr Kek also said it received favourable response for its three previous initiatives, including Special Care Stickers for those in need and mobile device charging points. About 500 stickers have been issued at each SMRT train station since its implementation two months ago. The impact of these initiatives will be assessed at the end of the year, and SMRT will then decide which ones should be implemented network-wide, said Mr Kek.