Prime Minister Office Take ownership of the problem
I went to a general ticketing machine (GTM) at the MRT station to apply for GIRO Link for my transit card, namely a senior citizen concession card.

I followed the instruction on the GTM carefully but I got a message that the process failed. It instructed me to see the passenger service counter. 

I asked a MRT station staff for help. She observed what I did and confirmed that I had done the steps correctly. She asked me to see the passenger service counter, which was open at that time. 

The counter staff brought me to the GTM machine. We went through the same process. It failed again. She asked me to try the Transit Link app. (It did not work, but it was her way to push the problem to me).

I received 4 emails from my bank that informed me that the connection to the bank was approved. The failure was with the Transit Link end.

I send my feedback to transit link. They asked me to try again at the GTM machine giving me the same instruction (that failed before)..

I went to the GTM machine and tried again. This time it succeeded.

I notified Transit Link that the application was successful. I asked me to check why it failed on the earlier four occasions.

The customer service staff of Transit Link told me that the equipment in the MRT station was not under their care. I should bring it up to SMRT (i.e. the corporation responsible for the MRT station).

I find this reply to be unsatisfactory. Surely, there was a failure in the connection between the GTM machine and Transit Link? Surely, Transit Link could liaise with SMRT to find out what caused the problem? 

It is bad for one agency to push the customer to another agency and the other agency to push the customer back. 

It is better for any of the agency to take ownership of the problem and find out what had gone wrong. 

Tan Kin Lian
 

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