SMRT, A Reflection Of Singapore At Large?
Everyone was caught by surprise when Singapore's SMRT system was hit by three outages in a short period.
More serious was the apparent lack of ability for SMRT to react. Not only did they not know what to do to evacuate the thousands of trapped passengers, they were also caught unprepared for any dissemination of information as well as the provision of transport alternatives. Millions of irate commuters were left in the wake of the events.
What is shocking is that the MRT system has been warned previously that it was a terrorist target. The public is continuously reminded of this through numerous broadcasts on being on the lookout for suspicious activity. Yet, if the company cannot cope with a mechanical breakdown in the system, it surely will not be able to cope with a real terrorist attack.
Many have covered various aspects of the breakdown. The driver, who refused to open the doors of the train, even when ventilation and lights failed; the person who smashed the glass on the door to let in air, and who was subsequently admonished by SMRT; how SMRT did little to pinpoint the problem, thinking that it was a sporadic incident; the CEO's show of lack of ability to run a transport company and her subsequent refusal to resign; the closure of the SMRT system on Saturday night to Sunday morning that was called by the Transport Minister and the inadequate provision of alternative shuttle buses (especially when the closure was extended), etc. Perhaps a more important underlying theme in all this, is the lack of crisis management skills and failure to communicate, as well as the lack of accountability.
I am left wondering if this is a sad reflection of what is Singapore, Inc. That we look robust on the outside, but are very vulnerable in actual fact. That our system of management is so rigid that it breaks down when the unexpected happens (just think back to when Mas Selamat escaped). If that is the case, are we rotting on the inside, and just depending on reputation to get by?
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