One of our readers sent in a letter to Public Transport Council (PTC) last year, suggesting enhancements to their framework to ensure compliance to Quality of Service (QoS) standards. We publish here, our readers email and PTC’s response.
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Our readers email dated 14 Sep 2010:
Dear Sir / Madam,
I am a regular user of the public transport system.My recent (over the past year) commuter experiences on the buses and trains have prompted me to question about whether the Quality of Service (QoS) Standards conducted by the Public Transport Council (PTC) are reflective of the experiences facing the average commuter, and if not, whether the system could be enhanced to provide a more accurate and comprehensive framework to ensure compliance of QoS Standards.
In light of the high costs associated with owning a car in land scarce Singapore, I am a proponent of the existence of the PTC as the independent regulator to oversee the fair management of the public transport system here. As a commuter, it is heartening to know that the PTC has already committed to establishing a framework (the QoS Standards) to define the level of service and performance that the commuter should expect to receive for their hard earned dollar. However, my main concern as a commuter is about how the assessment of QoS Standards is currently being conducted.
On that note, I would strongly urge the PTC to be transparent to the general public about when (and how often) inspections are conducted during the assessment of QoS Standards reporting. As a commuter, I would like to know whether the PTC has established guidelines about when (and how often) inspections are conducted before each 6-monthly report is released, to ensure that the assessment conducted was comprehensive and reflective of the services provided by the transport operators.
As an added measure, it would be helpful for the PTC to host feedback sessions for the general public to gather qualitative feedback about the performance of transport operators from a commuters’ point of view.
Ultimately, I hope that the PTC will strive to allow members of the public to report on instances where they feel that QoS Standards have been breached. It would be easy (and virtually costless) for the PTC to create a web page for commuters to log their information and to upload any supporting video or photographic evidence of the alleged breach – this would be similar to the way that the Singapore Police Force has engaged the public through their Neighbourhood Watch programmes. I believe that the QoS Standards which have been established are simple enough for all commuters to internalise and objectively assess, particularly with respect to standards about scheduled headway and loading. With the advent of video-enabled mobile phones and other hand-held devices, virtually every commuter would have the capability to assist the PTC in their monitoring of service standards. This system would additionally create the following benefits:
Allow real-time monitoring of QoS Standards adherence in any location, 24 hours a day, 7 days a week
By allowing commuters to upload videos onto the webpage, the PTC can get real-time feedback from commuters about operators’ adherence to QoS Standards on any route, at any given time. This would be especially useful in dealing with ad-hoc and unplanned stoppages which affect service routes;
Reduce the time and resources required for PTC officers to ensure compliance of QoS Standards
Instead of deploying officers to conduct random checks on routes, it would be more efficient for officers to oversee the information uploaded onto the webpage and conduct inspections in-person only on identified trouble spots;
Increase the timeliness and quality of services offered by the transport operators
By allowing commuters to make submissions to the webpage, the PTC will garner a larger sample set of data on the compliance of transport operators to the QoS Standards. This should not be meant to further punish or shame transport operators but rather, provide a much more accurate and comprehensive assessment of the services provided by operators. From a commuters perspective, it is hoped that a more transparent and dynamic feedback system will hold operators more accountable to improve the timeliness and quality of their services; and
Increase the level of engagement between commuters, PTC and transport operators
This system will increase the level of engagement between commuters, the PTC and transport operators, and encourage all parties to play their part in raising the standards of our public transport system. This system will allow commuters to feel that their voices are heard and that there is a transparent platform for them to provide honest feedback about QoS Standards compliance. The PTC will be able to win over the hearts of the general public if it is being seen to actively engage the commuter and follow-through on its role as a credible and independent regulator of the public transport system. Transport operators will also be able to receive a more accurate and comprehensive assessment on how their services are performing.
I would like the PTC to consider the points listed above and would make myself available, should you require any further clarification.
I look forward to your prompt response.
Sincerely,
D Tay (Mr)
PTC’s response dated 15 September 2010:
Dear Mr Tay
Thank you for your kind suggestions and points of interest. Please allow me to share that the actual performance of bus services is continuously tracked by the bus operators’ computerised fleet operation and management systems. Based on these databases, performance reports of all bus services are submitted to the PTC every month, and the PTC will assess the operators’ compliance with the QoS standards. To ensure that these performance reports are accurate and complete, the PTC together with its technical agent, the Land Transport Authority, regularly audits the operators’ reporting processes and systems.
The PTC also conducts an additional layer of checks to ascertain that the performance data actually matches commuters’ experience on the ground. The PTC conducts multiple on-site audits or spot checks every month. Such checks are done on selected bus services as well as those bus services with service lapses experienced by commuters and reported through feedback channels. Whilst we are not able to to host public sessions, nevertheless, we are always open to feedback, thus the home page of our website has recently been further enhanced to garner feedback from commuters. If any service lapse is identified, operators are asked to account for, and more importantly, take immediate action to rectify them, even before the PTC announces the results of its 6-monthly review of the operators’ performance against the QoS standards in April and October every year.
Nonetheless, there will be challenges on the ground, such as a shortage of buses or of bus captains. Issues such as occasional traffic jams will also throw bus services off-schedule. It would be unrealistic to expect 100% compliance all the time. Instead, we aim to incentivise the operators to meet real-world challenges dynamically, and to improve their performance on a continuous basis. In the most recent review period, the operators have indeed improved their performance, compared to the previous period.
The PTC will continue to monitor the bus operators’ performance and review the standards periodically to ensure they remain relevant to commuters’ travelling experience on public transport.
We appreciate such feedback and thank you for writing in.
xxx
for Secretary
Public Transport Council
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The PTC’s response is valid. It’s true that 100% compliance is unrealistic and the PTC is already doing its best. There is also no doubt that the transport operators have continuously improved. They may not be No 1 in the world, but they’re slowly getting there. It’s very easy to criticise them, but try running these companies and we will know the difficulties involved.
What if one day the service goes really bad? PTC to revoke SMRT or SBSTransit license?
With such a screwed system where nationalised cannot, free market cannot, it is practically perpetually protecting these two companies.
I agree to Alvin. However, I have something to comment. It is no point to check for compliance and performance if the transport companies had met them or fine if otherwise.
The ministry, LTA, the 2 transport companies should start to study in detail in handling such situation that the commuters are facing. If the ministry or LTA and even PTC is trying hard to get the transport companies to meet whatever are being set, it sounds more like a ‘blame’ game. This is my opinion. I may be wrong. However, I do believe if all are sincerely prepared to come together, the current situation will be solved or at least the complaint level will be reduced greatly.
It seems like a ‘blame’
“Please allow me to share that the actual performance of bus services is continuously tracked by the bus operators’ computerised fleet operation and management systems. Based on these databases, performance reports of all bus services are submitted to the PTC every month, and the PTC will assess the operators’ compliance with the QoS standards. ”
Doesnt the fact that the transport company collects the data and submits them show a conflict of interest ? why would you submit a bad paper that you could fail ?
ahMENG
Fat hope PTC would open up bus “powhongzhar hongkong mini buses”, as
PTC = Govt = no other bus+rail transport providers except the two GLCs, SMRT and Delgro. These two are Golden Geese lay golden eggs for Temasek Holdings.
Also what happens if more competition opens to transport employee striking for higher pay, paralyzing the system, aka the 50s and 60s Tay Ko Yat bus strike days. Govt dun want strikes, easier control if no other competition other than their own companies.
So Minister Lui said is true, more competition= higher fares due to strike chaos.
@Alvin Chua,
I agree with you always.
this is the standard reply from a govt agency.
I think that the PTC should circulate some data/graphs on performance of the operators. The public can then chellenge this and/or request for more specific data to satisfy themselves.
Just saying “it does not work” or “it is perfect” does not get both parties anywhere.
So what percentage of compliance is acceptable? Let us know and we work from there. As transport operators, it is precisely your duties to ensure that an undisrupted and efficient system is in place. Even in the event that there is a disruption, measures are taken efficiently and effectively to mitigate the inconveniences brought to the communters. From the way I see, none of these has been fulfilled. So please tell us what percentage of compliance is acceptable?
Whatever they say or claim somehow does not meet my expectation and makes me more frustrated only. All the policies and press releases. Even though i am unbiased.
This is why i was one of those who voted them out of aj GRC.
Don’t blame the rain, blame yourselves for pissing us off.
Aside from traffic jams which are unavoidable,the services should not be compromised by giving lame excuses like bus shortages or even bus captains.Have you ever gone to any burger outlets only to be told they are out of buns?We don’t need excuses.We want solutions.
popcorn 1 August 2011
ahMENG
Fat hope PTC would open up bus “powhongzhar hongkong mini buses”,
………….
well t just a dream with hopeless amon NO capes of good hope…
today newsreport is the jokes of the century ow GREEDY our government ministries worked…
1/2 way house..a christian based charity home that help whatever sickness livin in
in return the tenants passed their time by recyclin ole furniture into antique sellable collectors items…
its sales were so good that its generate a million or more/annum..the 1/2 way house used the revenue to maintain the home since the pap government is NOT interested in liabilities useless peasants…
iras 81 c agent start comin in to check the books in which 1/2 way house did not attempt to hide liked temasick inc..
now ira 81c agents 1st 2 slap a 7% gst revenue stamp for every transactions..
and to add injuries to insults..
SLA is not 2 happy the way 1/2 way house stacked the antique in their stores @ SUBSIDISED rates..sla also 1st a share of the pie by raisin the land rent 2 market prize as well..
THANK YOU the 60% of singapoorium…
~sigh~
Service providers submit performance reports regularly & PTC checks the performance results & also conduct on-site audit checks, then how come no improvement action been taken?
Or the PTC finds the actual ground situation matches with the provider’s reports?
Something is just not right here.
It’s clear to everyone,even the PAP government, that there is a problem with the transport system.
But the PTC seems to be oblivious to what is going on.
Very Easy to solve all these nonesense !
Just replace these with foreigners if unable to be better than private bus operators.
We don’t owe CEOs a living. Just like they would say the same to us.
We must learn to be more Demanding, citizens. You are too naive.
Our infrastructure is unable to accommodate the sudden inflation of the population. If this artificial population is to stay for short term like 10 years, increasing public transports will become redundant in future.
If government going to maintain the population, then proposing increases of public transport operators should help to solve the current situation.
.
.
FOREIGN TRANSPORT EXPERTS SHOULD HIRED FOR A STUDY IF MOT, LTA N PTC CANT FIND AN ALTERNATIVE SOLUTION.
Who will in the right mind ask for 100% compliance, we all know it is impossible? We are asking for a transparent QOS assessment and raise the bar even higher and fining the transport operators harder. The response from PTC is poor and smell like the usual mixed pot reply that misses the point.
Standard reply from a gov body that basically paints a very rosy picture of themselves. Come, come, be realistic to the ground situation. Now the trains are normally 3-4 minutes apart during peaks, sometimes up to 6-8 minutes. Reason as given by transport minister is that the signalling equipment is already max out. Hmmm, didn’t PTC & the operators previously said that they are getting down to 1-2 minutes between trains? Now we known they are just talking thru their asses, as trying to implement that, you get trains running into each other — as evident by trains stopping in between stations more frequently nowadays (with no annoucements).
Imagine they add more platforms to the Jurong East interchange so that more trains can enter, but the signalling equipment couldn’t handle more trains, so we only get more trains WAITING to enter at the previous 3-4 minutes intervals! Hence we now get maybe 3 trainloads of NS commuters waiting for 1 EW train. Smart morons indeed! This call QoS, hor? I think the 2.8% increase is for them to recoup staging such stupid mistakes. Or for the PTC Secretary to earn his/her salary.
I also notice that some train drivers purposely delay departing from the station when they see another cross-bound train entering the station – evidently trying to fill their trains with the transferring commuters, much like bus drivers of yesteryears. I hope this is not standard instruction given by the operators to their drivers cos’ I feel this is one cause of overcrowding nowadays.
@Alvin Chua, 1 August 2011
“…. It’s true that 100% compliance is unrealistic and the PTC is already doing its best….”
Really? I think the PTC is sleeping! One train load with maybe 2000 commuters waiting in between stations for say 3-4 minutes – that is 100-133 manhours lost. I am experiencing such incidents at least 1-2 times each week. Did PTC fine the operators every week? Or this is “acceptable” QoS??? Whaa, no wonder that kind of QoS, MSK can escape from a max security detent center.
bullshit again ptc… big bullshit again pappies
Botom line Sinapore is not a democratic country….it pretends to be…
And it does not have a free and open economy……when more than 65% of the concomy is either government owned, or government controlled..
There is NO competition in Business…and that includes Transport Services
We are not talking about 100% compliance here. We are talking about endemic problems of buses arriving late, bunching and overcrowded. Singapore is a bloody small island and the PAP likes to claim they it has built a world class road infrastructure. If the problem is with lack of buses, then why wasn’t this addressed earlier? Why also does LTA insist on COEs and ERPs for public buses if they want to ensure that PTOs remain profitable??
@Alvin Chua Pig Brain 2
We do have world class road infrastructure, serious. No other country that started on the same foot as us have what we got today.
But we are a tiny island with lots of people, that is the problem.
Somewhere along the line in the pre 2011 PAP gov, MOM (Foreign Labor), MOHA (Immigration) were not communicating with Raymond Lim, either that or he was told to shut up. And he got the sack.
Qos, what is that? At the previous inflationary/cost adjustments didn’t SBS/SMRT say the same thing. Have they with those earlier adjustments raised the Qos as promised?
It is nothing but protectionism, a serious economic crime. Can’t our talented leaders see this as the fact – that they have failed to deliver and yet tried to cover up inefficiencies with protectionism.
How do you expect people to believe in your talent and integrity?
regardless of critisium, feedback and idea, if it is not from the ministry, or worse still, if this idea are from the opposition, there will sure be excuses for the government to reject and mock about it. but few year later this idea will be recycle for month of the minister and become they talented idea. I have seen it for many time and still having a good laugh at such talented ministers for many years.
All thesr frustrating systems is partly due to majority ‘s bochap attitude sabotaging the entire nation.
Now 40% have awakened.