During train disruptions, station staff often have to manage several tasks at once. These include manually putting up signs, directing commuters to the right exits and turning on blinking lights at bus stops for free bridging buses. All of this usually happens under pressure, especially when large crowds are involved.
To reduce this strain, a new trial using digital signage and automation has been launched at Serangoon MRT station. The system is meant to better guide commuters and make it easier for them to find alternative transport options when train services are disrupted.
Digital displays show real-time rail line status
Under the trial, digital screens placed around the station now show the colour-coded status of all rail lines. This allows commuters to check service conditions before starting or continuing their journeys. More screens have also been added at fare gate areas, linkways and passenger service centres.
During a disruption, advertisements on these screens are automatically replaced with service fault alerts and directions to free bridging buses. According to the Land Transport Authority, this helps station staff focus on other important tasks, such as assisting elderly passengers and commuters with special needs.
Trial focuses on the North East Line and the Circle Line
The new measures are currently being tested on the North East Line and Circle Line at Serangoon station. Before the system is rolled out to other MRT stations, commuters using Serangoon will be consulted so that the processes can be improved.
The initiative follows recommendations by the Rail Reliability Taskforce, which called for stronger standard operating procedures to handle service disruptions on the ground. In a joint statement, the Land Transport Authority, SMRT and SBS Transit said, “This includes the need for stronger contingency planning, improved alternative travel options for commuters and clear, commuter-centric communications during service disruptions.”
Flashing arrows, remote lights and QR codes added
The media were invited to observe the system, which was installed in December. During disruptions, smaller screens within the station will show flashing arrows that guide commuters towards exits or free bus boarding points.
At these boarding points, flashing lights can now be switched on remotely from inside the station. Previously, staff had to activate the lights manually at each location. QR codes have also been placed inside train cars and around gangways to allow commuters to quickly access live service updates during train faults.
Some of the new signs have already been used during the ongoing three-month planned service disruption on the Circle Line. Serangoon station was also at the centre of a three-hour North East Line disruption last August that affected services between Farrer Park and Punggol Coast.
“LTA will continue working closely with public transport operators to refine our incident management processes,” the agency said. It added, “By integrating technology and ground-level enhancements, we aim to better support commuters with timely information and clearer guidance on alternative travel options, to enable a smoother recovery during disruptions.”
