Singapore’s Land Transport Authority (LTA) reverted an earlier decision to phase out the existing commuter ticketing system in favour of SimplyGo cards on 22 January following a huge public outcry. The reversal makes it one of the rarest instances when the Singaporean government took a U-turn on a decision taken by it.
Citing analysts, South China Morning Post (SCMP) reported that the government’s reversal shows that it is “receptive to feedback, but political opponents and critics could seize on the blunder as a ‘policy blind spot’ in the coming elections.”
The decision to phase out the older system with SimplyGo was described as a “policy blind spot” by critics.
Simply put, while SimplyGo is an account-linked payment format, the existing EZ-Link is a stored-value, card-based system widely used in Singapore.
The city-state has one of the world’s cheapest public transport. In August 2023, the Global Transport Index said that Singapore had the fourth cheapest public transport cost in the world at an average of GBP 1.14 (around SGD 2/MYR 6.60) only.
Singaporeans currently use five different types of cards to make payments for commutation on public transport such as buses and metros. These are non-upgraded EZ-Link cards, NETS FlashPay cards, SimplyGo EZ-Link cards, NETS prepaid cards and contactless bank cards (Visa, NETS, Mastercard).
The SimplyGo issue: A timeline from launch to reversal of key decision
7 March 2019: SimplyGo launch
SimplyGo was launched by the Land Transport Authority (LTA), a statutory board under the Ministry of Transport of the Government of Singapore.
In a press release, LTA said that commuters could use contactless bank cards on public transport and keep track of their expenditure on travel through SimplyGo. All they had to do was register an account on the TransitLink SimplyGo Portal.
Mastercard was the first bank card that became part of SimplyGo at the time of its launch. Later on, Visa and NETS contactless cards were added.
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June 2023: Merger of EZ-Link and TransitLink under SimplyGo
The LTA announced that transit and travel card-related services EZ-Link and TransitLink would be merged under the SimplyGo brand.
Following this, MRT stations and bus interchanges witnessed a rebranding of TransitLink’s customer service centres to SimplyGo ticket offices and service centres.
9 January 2024: Phase out the announcement of EZ-Link, NETS FlashPay cards
The main problem arose when LTA announced that EZ-Link adult cards and NETS FlashPay cards that are not part of SimplyGo will become obsolete starting 1 June 2024.
The LTA said that most commuters won’t be affected by the decision because two-thirds of adult fare transactions on public transport were made using bank cards or SimplyGo EZ-Link, indicating that there was a wider adoption of the SimplyGo system.
The LTA urged people to download the SimplyGo mobile application to access its services, such as topping up cards, receiving fare notifications and so on.
In response, people took to social media to express their displeasure with the decision.
According to reports, some voiced concerns that senior citizens may not be tech-savvy enough to be able to use the app. A major complaint was about the system not showing the card balance at the fare gate. Others complained about not being able to upgrade their cards.
SCMP reported that an online user wrote: “[This] means additional steps just to see the value even though the current system works fine. Elderly and people who are not so tech-savvy may find it difficult to navigate a new app to find the value through it.”
“My grandparents do not have smartphones. They are barely literate. Many older people are. They used to be able to see the number or the flashing lights when the amount was lower. Now it’s next to impossible,” another said.
12 January 2024: LTA says SimplyGo fare display ‘technically possible’
On 9 January, LTA said that commuters were unable to see the fare at bus readers or station gates in Singapore because of the processing time required by SimplyGo.
Three days later, LTA told CNA that fare display is “technically possible” but the processing will “slow down the entry and exit for commuters” because it takes a “few seconds” for the card to display the balance and deduction.
“Given the large numbers of commuters who are taking MRT and buses, this will lead to longer queues which is not desirable,” the LTA told CNA, adding that the SimplyGo app is where commuters can see fares for each trip via push notifications on a user’s phone. Those without an app can do so at “ticketing machines located at every train station and bus interchange.”
22 January 2024: The reversal and an apology
LTA said in a statement that it will extend the “existing adult card-based ticketing (CBT) system, to operate in parallel with the SimplyGo system.”
According to the statement, “extension will continue to give adult commuters the option of using the EZ-Link and NETS FlashPay cards or their SimplyGo-compatible cards on public transport.”
At the same time, Transport Minister Chee Hong Tat issued an apology for the delays in the card upgrade to SimplyGo.
“I apologise on behalf of MOT and LTA for the delays commuters experienced when they tried to convert their existing EZ Link cards,” he said on Facebook, adding, “This could have been avoided with better preparation.”
He acknowledged the concerns of commuters regarding the immediate display of fare deductions and card balances at fare gates and bus card readers.
“I have discussed your feedback and concerns with the Transport Ministry and LTA,” said Chee. “We have decided to extend the use of the current CBT system for adult commuters, and not to sunset the system in 2024 as originally planned.”
“We will spend an additional SGD 40 million (around MYR 141 million), so that commuters can continue to use EZ Link cards and NETS FlashPay cards if they wish to,” added Chee.
He said that LTA would let commuters replace their SimplyGo cards with CBT cards for free if they purchased or converted the former between 9 January and 22 January. It is also applicable for concession cardholders who did so before 22 January 2024. Concession cardholders include senior citizens, students, Workfare Transport Concession cardholders, and people with disabilities.
“LTA will need some time to work out this switching-back process, and will announce details once it is ready,” concluded Chee.
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(Hero and Featured images: Singapore Stock Photos/@singaporestockphoto/Unsplash)
This article first appeared on Lifestyle Asia Singapore
Frequently Asked Questions (FAQs)
– What is the SimplyGo app for?
The SimplyGo app is for use alongside the SimplyGo cards. It can help track the fares and expenditures incurred on travel.
– What is the benefit of the SimplyGo card?
Commuters can do top-ups on the go and track their travel expenditure, among other benefits, using the card.
– How do I use my bank card for SimplyGo?
Register the bank card with the SimplyGo app for usage.
– Who owns SimplyGo?
SimplyGo is an initiative by the Land Transport Authority.
