https://twitter.com/Riodemaniaac/status/627064345227169792

An unknown fault between the Bugis and the Tanah Merah MRT stations caused service delays along the East West Line and certain parts of the North-South Line during the peak hour on Friday.

Transport operator, SMRT, which is in charge of these two lines, did not make any announcement on its social media platforms, neither were free bus services activated for the train disruption.

In Exercise Greyhound (2012) carried out jointly by LTA, SBST and SMRT, social media was identified as one of the evaluation criteria for public communication during service disruptions:

“LTA, as the exercise coordinator, assessed SMRT and SBST’s arrangement for free travel on existing public bus services, and the operation of bus shuttle services to provide transport service between the affected MRT stations. They were also tested on public communications, which included promptly informing the public of a service disruption and providing regular updates at the stations and through the media and social media channels such as twitter until normal service is resumed.”

It is thus puzzling why the SMRT did not provide updates on its social media platforms on Friday, particularly on its Twitter and Facebook account pages.

In 2012, SMRT revised the Standard Operating Procedure (SOP) to start detrainment to track (if necessary), within 30mins from incident occurrence (45mins previously).

Also, the SCDF would be activated in any train-to-track detrainment.

From postings on social media about Friday’s incident, the delay likely occurred during the period between 6.00pm to 7.30pm.

Here are some postings on social media by commuters about the delay on Friday:

https://twitter.com/peppermintkid/status/627063726043217920

https://twitter.com/billyjrneO_o/status/627068831379238912

https://twitter.com/suehahnah/status/627070959128702976

https://twitter.com/sliderdimension/status/627072060590702592

https://twitter.com/dori_lukey/status/627077074369404928

https://twitter.com/fai_anna/status/627079253813649409

https://twitter.com/CreesterLam/status/627078703890063360

https://twitter.com/wiltedpeonies/status/627087990557257728

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