In SMRT, all staff have a part to play in keeping train services moving. During a train disruption, more than 700 staff from SMRT corporate departments such as finance, HR, IT and corporate communications are recalled to serve in customer service teams. Given one hour to report to their designated MRT stations – before or after office hours on weekdays, or on weekends – these corporate staff augment front-line staff at MRT stations to provide service information and directions to commuters, and perform crowd control duties. In addition, staff from SMRT Buses are recalled to support the Trains team by providing shuttle buses and additional engineering staff are mobilized to return train services to normal operations as quickly as possible. SMRT managers and staff, not just those on the front line, also perform customer service duties during periods when large numbers of commuters are expected to use the network to attend events. This all-of-SMRT approach ensures SMRT staff at all levels are not ‘insulated’ from feedback or sentiments expressed by the public.... Continue Reading