Oral Reply by Minister for Transport Khaw Boon Wan to Parliamentary Question on Requests for help from Service Agents at MRT Stations

Ms Sun Xueling asked the Minister for Transport what is the average daily number of requests for help does the pool of 150 service agents employed at MRT stations to assist commuters with the ticketing machines receive and what is the demographic mix of those who seek help.

Reply by Minister for Transport Khaw Boon Wan:

1.     Commuters can use cash to top-up their travel cards at the ticketing machines found at every MRT station. What is gradually being withdrawn is the cash top-up service at the Passenger Service Centre (PSC). To help commuters make adjustments, some 150 service agents are deployed at MRT stations to help commuters with the ticketing machines. The service agents helped a few hundred commuters per day in the beginning, but the number has since come down significantly. Based on our sample count, the estimated breakdown of these commuters who needed help is: 42% seniors, 35% working adults, 19% foreign workers, 4% others.