​What can a Chief Commuter Engagement Officer do to restore public confidence in SMRT

Channel NewsAsia online

In a commentary, Wong Pei Wen, a lecturer at NTU’s Wee Kim Wee School of Communication and Information, wrote it is commendable that SMRT is finally investing resources into communications, but shifting towards a customer-centric communication approach is not enough if it isn’t accompanied by quality train service. Moves like the appointment of a new Chief Commuter Engagement Officer to engage stakeholders will only be as effective as the concrete changes made in other parts of the organisation that aligns SMRT’s departments with stakeholders’ expectations and bears productive outcomes – including timely trains and upfront communications with commuters when a delay is expected.