Oral Reply by Minister for Transport Khaw Boon Wan to Parliamentary Question on North-South Line Resignalling

Er Dr Lee Bee Wah asked the Minister for Transport 

a.     whether LTA is aware of the many complaints regarding real-time updates on the MRT service breakdown for commuters on 28 June 2017;

b.     what is being done to address commuters' need for timely and accurate information; and

c.     whether LTA monitors the service standards of MRT train operators on the level of public engagement when there is a service breakdown.

Reply by Minister for Transport Khaw Boon Wan:

1.     On June 28 at 4.52pm, North-South Line trains lost radio communication with the trackside signalling system and came to a sudden halt. The North-South Line has switched to a new signalling system which has undergone full-day testing since May 28. The East-West Line is however still on the old signalling system, except for the new stretch between Joo Koon and Tuas West. The fault on June 28 was due to human error by a Thales engineering team installing radio devices for the East-West Line re-signalling project. The error was realised almost immediately and the fault was cleared by isolating the East-West Line radio network from the North-South Line. However, restarting the trains took some time. As this occurred during the afternoon peak hour, commuters were affected and their journeys delayed. Normal North-South Line services were progressively restored by 6.45pm. SMRT and Thales have since tightened their work processes to ensure that this does not happen again.  

2.     During the incident, SMRT deployed 500 additional staff to affected North-South Line stations to manage crowds, render assistance and disseminate information to commuters. Signs were also put up on alternative travel options such as free bus services, and more than 3,200 announcements were made in stations and trains to keep commuters updated. Real-time updates were also broadcast via social media, websites and MyTransport.SG mobile app. These measures were activated as part of the rail operators' contingency plans.

3.     LTA monitors all disruptions closely and holds rail operators accountable for any lapses in providing timely and accurate information to commuters. LTA will use the commuter feedback from the June 28 incident to enhance the management of service disruptions by the rail operators.