Profile of Those who Seek Help at from Service Agents at MRT Stations

Ms Sun Xueling asked the Minister for Transport what is the average daily number of requests for help that the pool of 150 service agents employed at MRT stations to assist commuters with the ticketing machines receive and what is the demographic mix of those who seek help.

The Minister for Transport (Mr Khaw Boon Wan): Mr Speaker, commuters can use cash to top-up their travel cards at the ticketing machines found at every MRT station. What is gradually being withdrawn is the cash top-up service at the Passenger Service Centre (PSC).

To help commuters make adjustments, some 150 service agents are deployed at MRT stations to help commuters with the ticketing machines. The service agents helped a few hundred commuters per day in the beginning, but the number has since come down significantly. Based on our sample count, the estimated breakdown of these commuters who needed help is: 42% seniors, 35% working adults, 19% foreign workers and 4% others.

Ms Sun Xueling (Pasir Ris-Punggol): I thank the Minister for the explanation. I would like to enquire if there is a sense that the same group of commuters, perhaps the 42% senior citizens, would require repeated help in this area. If so, how can we help them to remember how to do so, perhaps for a longer period of time?

Mr Khaw Boon Wan: Anecdotally, there were some who tried it and felt it was still difficult. So, they came back and we helped them. We take a very flexible and patient approach. My philosophy is quite simple: technology must help us and help consumers. We should not try to get consumers to change in order to fit technology, especially if it is difficult. But, at the same time, I think consumers do need some nudging. If you do not nudge people along, we would still be using bullock carts.