SMRT Media Release - SMRT demonstrates firm commitment to serve community through Go-To SMRT initiative

26 April 2021


  1. SMRT Corporation has officially launched Go-To SMRT, an initiative that sees the transport operator enhancing its commuter services and facilities to better serve the community. Starting with 17 SMRT train stations and five bus interchanges, the initiative will be progressively rolled out throughout our network over the next two years. Under Go-To SMRT, the transport operator encourages everyone to embrace SMRT-operated transport nodes as the first place they turn to for their common needs such as wayfinding, first aid, locating missing children or the elderly, and other assistance that may help in their travels in the transport network.


  1. Mr Neo Kian Hong, Group Chief Executive Officer, SMRT Corporation, said: “Running safe, reliable and commuter-centric train and bus journeys remains our top priority. Go-To SMRT is a key part of our WeCare service ethos, which seeks to care for everyone we meet and serve.”


  1. Under the initiative is a unique “Scan & Go-To” QR code located within 17 SMRT train stations and five bus interchanges. The QR code is like a digital concierge service for commuters to easily access useful travel information. It includes Go-To Maps featuring frequently-asked-for amenities surrounding the stations; train/bus timings; and alternative travel information.  


  1. Facilities such as first aid rooms and WeCare rooms have been refreshed to make them more welcoming and comfortable.


  1. To further support SMRT’s commitment to service excellence, scenario-based training has been added to the curriculum for the operator’s frontline bus interchange and station staff. The training, provided by specialist and partner organisations such as the Agency for Integrated Care (AIC), Singapore Association of the Visually Handicapped, the Alzheimer’s Disease Association, Guide Dogs Singapore Ltd (GDS) and the Handicaps Welfare Association (HWA), helps SMRT’s frontline staff to confidently handle a variety of situations commonly encountered within the network.


  1. In addition, the 17 SMRT train stations and five bus interchanges have been listed by AIC as Dementia Go-To Points (GTPs). GTPs are touch points within the community that serve as resource centres to provide information and useful resources on dementia and link those who need help with relevant dementia-related services. It also serves as a ‘safe return’ point where members of the public can bring persons living with dementia who may appear lost for help. Trained SMRT staff will know how to help to contact their next-of-kin. This is part of the collaboration between SMRT and AIC under the Dementia-Friendly Singapore initiative.


  1. Mr Seah Moon Ming, Chairman, SMRT Corporation, said: “Go-To SMRT is a programme that improves and expands our services beyond our network to benefit the communities around our MRT stations and bus interchanges. We must constantly improve or Kaizen ourselves to better serve our commuters and communities with great respect, empathy, humility and care.”


  1. Mr Richard Magnus, Chairman, Public Transport Council and Caring SG Commuters Committee, said: “SMRT’s initiative is well-planned and timely, building on the efforts to provide an inclusive public transport. Go-To SMRT shows empathy and sensitivity to the needs of commuters, especially for vulnerable commuters who may need help with wayfinding as the public transport network expands in Singapore. Trained frontline workers, by rendering support, will help boost commuters’ confidence. Together, we can create safe spaces for vulnerable commuters and their caregivers that are unique to Singapore’s caring commuting culture.”
  2. Mr Tan Kwang Cheak, Chief Executive Officer, Agency for Integrated Care, said: “To better support persons with dementia and their caregivers, a supportive and inclusive community is critical to help them live and age well. We are grateful for the strong partnership with SMRT to equip their employees on knowledge about dementia and keep a look out for them. Transport nodes are convenient and accessible for all of us. We hope that having Go-To Points in such areas will help and support persons living with dementia and their caregivers within the community.”