The push to better support commuters in public transport
SMRT is enhancing its public transport services in Singapore by focusing on staff training and community engagement to better support commuters. The initiative emphasizes empathy and preparedness, as demonstrated by frontline staff handling medical emergencies.
Why it matters
Improving the quality of care in public transport systems enhances commuter safety and social well-being in urban environments.
Through frontline staff training and community partnerships, SMRT is working to reshape its network into places of care, culture, and connection
SMRT’s assistant station manager Susie Low at HarbourFront MRT station says the organisation’s training and her personal caregiving experience have shaped how she supports commuters.
A loud thump cut through the hum of Kent Ridge MRT station. Then came a commuter’s shout: “Someone fell down!”
Assistant station manager Susie Low, 40, still recalls what followed that Wednesday morning in September 2024.
Low and two colleagues rushed from the passenger service centre to the top of the escalator, where they found a woman in her late-60s lying face-down on the floor plate. Blood was oozing from her head, says Low.
They moved the woman to a wheelchair and into a care room, while another colleague kept the station running.
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