Cashless or Careless?

Although, the EZ-link card is the primary payment method, commuters may still opt to pay by cash.

But, as Singapore is on the route to a “SMART Nation,” a cashless system is underway that will not only force cash payers to move to the EZ-link, but perhaps also carelessly affect the elderly and disabled commuters.

At the forefront of the cashless movement is with the eradication of Passenger Service Centres (PSC) in MRT stations. PSCs are manned booths located at every station, where commuters can speak to a station staff for assistance or request to add value to their EZ-link cards.

Apart from PSCs, commuters could use one of the many and abundant automated General Ticketing Machines (GTMs) to add value to their EZ-link cards. The machine allows commuters to add value using cash or electronic methods such as NETS or Debit card, on a touch screen interface.

With all these GTMs readily available, it begs the question, why do MRT stations even need PSCs? The Singapore Government has indeed been asking themselves this question and have been steadily removing PSCs from 113 stations since Sep 17. The remaining 25 stations will have their PSCs removed from late Mar 18 onwards.

But that’s not all, the final nail in the coffin is that by 2020, all current GTMs will be replaced with a cashless version of the GTM. This new breed of EZ-link and ticketing machines will only allow electronic payments, meaning that commuters can no longer use cash to add funds to their EZ-link card. Hence, the term ‘cashless.’ This conversion will cover both train and bus services, that includes GTMs at bus interchanges and for payments boarding the bus.

With GTMs going cashless and PSCs in retrograde, how then can the elderly and disabled adapt to this change? Currently, the elderly are already facing certain issues regarding the complexity of using the GTMs.

A few problems that elderly commuters voiced out include, having uncertainty in funds added to their cards, prematurely removing the card before transactions could complete and having difficulty in memorising the procedure to add funds.

These problems support the notion that there could be existing issues with the GTM interface and the adoption of technology, such as unclear and complex instructions or just simply the design of the interface itself.

As PSCs are being discontinued, there will no longer be any ticketing booths for elderly commuters to get an assisted EZ-link card top up.

So, it appears that the elderly have no choice but to adapt to using GTMs for EZ-link funds top up. Moreover, these machines are going to be cashless in a couple of years, so the elderly need to have their NETS and/or Debit cards ready.

How would this change affect the disabled then? Singapore has been striving to update its transport system to make it inclusive for all.

The Land Transport Authority (LTA) and Singapore Mass Rapid Transit (SMRT) have worked closely with the Disabled People’s Association (DPA) to resolve and remove any barriers to an inclusive transport system that is disabled friendly.

There has been a lot of effort made into this inclusive system. Taking a look at a typical MRT station, we will see wheelchair ramps, elevators and tactile paving. As such, the LTA and SMRT should be commended for their efforts.

These changes revolve around the idea of independence. Making the transport system obstacle free and friendlier to the disabled. For example, a visually impaired man can independently and comfortably navigate his way through an MRT station with tactile paving.

Then it comes the question of, how would a visually impaired man add funds to his EZ-link? With PSCs gone and GTMs only having touch screens, are the visually impaired supposed to add funds by themselves?

For now there will be station staff on duty from 8 am to 8 pm daily to assist commuters at GTMs. Additional staff will be also be rotated in during peak hours. So temporarily, there will still be people able to assist the elderly and disabled.

But this may not be a long term, progressive and safe solution. The inclusive system is to enable the disabled in transport. To give them the independence to travel on their own, freely.

With no more PSCs and soon to be all GTMs accepting only electronic payments, several questions arise.

What if the staff are too busy to assist the visually impaired? What if its too crowded to find a member of staff? Can the visually impaired trust the staff to assist in adding funds to their EZ-link cards? What if station staff are not available, how can the visually impaired trust a stranger to assist them?

Since GTMs are touch screen based, the visually impaired do not have full autonomy over the GTM controls. As a consequence, the visually impaired will always need assistance when operating a Touch Screen GTM.

Furthermore, there is no guarantee that a member of staff can always fully assist the visually impaired. There may be communication barriers, overwhelming crowds or even lack of staff.

Using electronic methods of adding funds to the EZ-link also poses a security threat to the visually impaired. The need to enter a NETS or credit card pin code, with a stranger present, may be an uncomfortable experience for the visually impaired.

Would you feel comfortable with someone watching you while you enter your bank account details?

In a similar way to how the DPA have advised the LTA and SMRT for inclusivity in transport, the same can be said for inclusivity in technology. Particularly, improving the GTM to allow the visually impaired to independently utilise the machine.

When we take into account the users and their needs, we see how the cashless GTMs may have overlooked an audience, particularly the disabled.

From Apple’s iPhone to their Macbooks, accessibility features which have been included are their Switch Controls, Live Listening and Voice Over. These features allow the disabled to utilise the device, its applications and controls.

For example, the Voice Over feature will guide the user with automated vocal instructions. These instructions are prompted for the user to carry out certain actions, that otherwise would have been inconceivable.

Taking this technology and adapting them into GTMs, has the potential to allow commuters with a wide arrange of disabilities to access and utilise the GTM. Specifically for Voice Over, instructions can be prompted to the user. As such, this will perhaps benefit the elderly commuters as well.

Of course, not every single aspect can be addressed with just one modification.

Thus, can the elderly and visually impaired achieve independent travel? — Although it is not a fully comprehensive solution, Voice Over and accessibility features have the potential to promote an even more inclusive transport system, that Singapore’s DPA and transport agencies are trying to achieve.

To summarise the main points of this post:

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