26 Jul '11, 10pm

After speaking with a SMRT staff, our reader wonders if staff feedback has been taken into account by its management.

LAST Friday, the MRT service was once again delayed along the East-West Line due to a "train service fault" during the peak morning hour commute. This led to a large build-up of commuters on the platform and jam-packed trains when service resumed about 20 minutes later. While waiting for the service to resume, I gave some feedback to an SMRT staff member. The message I received was that many suggestions had been made by staff of SMRT and just ignored by management. Where is the accountability to ordinary employees? Management staff should get out of their offices during peak times and actually experience the situation, which could lead to better and faster decision-making rather than hoping the problem will go away. If it doesn't get any better, managers, including senior ones, should be replaced. As I had received unsatisfactory service and arrived late for work, I asked ...

Full article: http://www.straitstimes.com/STForum/OnlineStory/STIStory_...

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