No go for SimplyGo
With the SimplyGo plan shelved, Transport Minister Chee Hong Tat on Jan 22 said the authorities will spend an additional $40 million to continue operating the current ticketing system.
While the plan has been halted, the SimplyGo platform continues to run for commuters who still wish to switch to the account-based system. It is not yet known if the plan to switch everyone to the platform will resurface in the future. Senior transport correspondent Lee Nian Tjoe weighs in on the future of SimplyGo in Singapore.
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WHAT ARE THE PROBLEMS WITH SIMPLYGO, AND WHY ARE MOST COMMUTERS AGAINST IT?
A simple illustration of the difference between SimplyGo and traditional EzLink, Roger Ng
The recent announcement by the Land Transport Authority (LTA) regarding the phasing out of the traditional EZLink card in favour of the SimplyGo system has sparked various concerns and discussions among commuters in Singapore. While the move aims to streamline the public transport payment platform, issues ranging from privacy concerns to practical challenges have emerged:
- First Issue is Privacy Concerns - As all things digital, data collected has to be stored somewhere. The terms and conditions stated on the SimplyGo website indicate that by registering for a SimplyGo account, users consent to TransitLink collecting, using, disclosing and storing their personal data for various purposes, including administering accounts and processing transaction details. The agreement also allows the collection and use of personal data for promotional purposes, raising eyebrows among those worried about the extent of data collection and its potential misuse.
- Second Issue is Lack of Transparency in Transaction Details - A common complaint among netizens is the absence of real-time balance display on the SimplyGo card when tapped at MRT fare gates or bus card readers. Unlike the previous Card-Based Ticketing (CBT) system, SimplyGo processes transactions at the backend, leading to delays in obtaining and displaying balance information. The inconvenience has prompted users to rely on the SimplyGo app or ticketing machines, which some find less intuitive and user-friendly.
Resistance from Commuters - The transition to SimplyGo has faced resistance, especially from those who prefer the simplicity of the older system. The decision to phase out adult EZ-Link and NETS FlashPay cards has drawn criticism, with commuters expressing frustration over the perceived forced adoption of a new system. The complaints extend to the requirement of using the SimplyGo app for balance checks, posing challenges for seniors and individuals who may not be tech-savvy.
LTA’s Response and Justifications - In response to the uproar, the LTA has emphasised the benefits of SimplyGo, such as the ability to top up multiple EZ-Link cards through the mobile app and block transactions if a card is misplaced. The LTA spokesperson justified the decision to transition, citing the operational lifespan constraints of the old CBT system and the cost-effectiveness of maintaining a single payment platform. They highlighted that two in three adult commuters had already adopted SimplyGo by December 2023.
Plans afoot to make SimplyGo card also work for motoring payments
There are plans to make the SimplyGo account-based ticketing system work for motoring payments down the road, on top of its current uses for public transport and retail, said Transport Minister Chee Hong Tat. “Over time, we do want to work towards having the SimplyGo card being able to be used for retail, public transport and also for motoring,” Mr Chee told Parliament on Feb 5. This will put SimplyGo stored-value cards on a par with older ez-link cards, which can be used across public transport, motoring and retail.
But it will take time to find such solutions, Mr Chee said in a debate on the issue that lasted about 40 minutes. This is one reason the card-based ticketing system for adult transport cards needs to be extended by six years past its shelf life until at least 2030 in a $40 million move, the minister added. In the meantime, Mr Chee said, he has asked the Land Transport Authority (LTA) to add more card readers at MRT stations and bus interchanges to allow SimplyGo users to check their card balances if they do not use the SimplyGo mobile app.
Unlike the older card-based system, which stores transaction data on the cards, SimplyGo handles fare payments on back-end servers. That is why fares and balances are not shown on card readers when tapping in or out, an issue the authorities are hoping to resolve. LTA had announced on Jan 9 that all adult public transport users must make the switch to SimplyGo by June, but shelved the move barely two weeks later, on Jan 22.
Why can’t I see fares charged on card readers with SimplyGo?
Transactions made on Nets FlashPay cards and older ez-link cards not upgraded to SimplyGo – which are part of what is known as the legacy card-based ticketing system – are processed at MRT fare gates and card readers on buses. With SimplyGo, however, the transactions are handled on the back end, and therefore fares charged are not displayed on fare readers. This is similar to credit card payments for public transport fares.
In a statement on Jan 12, LTA said that when a user taps his SimplyGo ez-link card, it is technically possible for the fare gates and bus card readers to obtain and display the card balance and deduction information from the back-end system. However, this will take a few seconds, and slow down the entry and exit of passengers, said the authority. “Given the large numbers of commuters who are taking the MRT and buses, this will lead to longer queues, which are not desirable,” said LTA.
SimplyGo is an account-based system for public transport fare payments. It was launched in 2019 by LTA to handle digital ticketing and e-payment options – such as contactless bank cards – for public transport. LTA said on Jan 9 that SimplyGo payment methods now account for the majority of adult fare transactions on public transport, and the current card-based ticketing system is near the end of its operational lifespan. In December 2023, there were 2.6 million adult fare payments a day made on the SimplyGo system, compared with 1.5 million such transactions daily on the card-based ticketing system. Therefore, LTA said: “Instead of renewing the card-based ticketing system and continuing to run two systems, which is very costly, we have decided to continue only with the SimplyGo system for adult commuters from June 1.
EZ-Link system to stay until at least 2030: Chee Hong Tat
Transport Minister Chee Hong Tat explains how the push for full adoption of the SimplyGo payment platform for public transport was a “judgment error” on Friday, Jan 26, 2024
The push for full adoption of the SimplyGo payment platform for public transport was a “judgment error” and the older ticketing system will be in place until at least 2030, Transport Minister Chee Hong Tat said on Friday (Jan 26). Mr Chee told reporters that the Land Transport Authority (LTA) had “underestimated” the strong preference of some commuters to be able to view the fare deductions and card balances at station gates and bus card readers.
“This was a judgment error on our part, and I apologise to our commuters for what happened. We will learn from this and we will do better in future,” he said at an interview organised for some media outlets. The minister added that the card-based ticketing (CBT) system for adult commuters will be in place until at least 2030. The issue has been in the spotlight since Jan 9 when LTA announced that it plans to phase out the older ticketing system from Jun 1 in favour of SimplyGo, noting that around two-thirds of adult public transport fares are currently paid through SimplyGo EZ-Link cards or bank cards. Concession cardholders did not need to make the change.
The older CBT system allows commuters to see their fare deductions and card balances at fare gates and bus card readers. They are currently not able to do so using SimplyGo cards. Days after the announcement, LTA said it was “technically possible” to show such information at station gates and bus readers, but it would slow down the entry and exit for commuters. Less than a month after the initial announcement to phase out the older ticketing system, LTA reversed its decision on Jan 22.
Singapore to spend US$30 million to keep EZ-link cards after SimplyGo ‘judgment error’, transport minister says
Singapore’s Transport Minister said the adoption of a new payment platform for public transport was a “judgment error”. Photo: Reuters
The push for full adoption of the SimplyGo payment platform for public transport in Singapore was a “judgment error” and the older ticketing system will be in place until at least 2030, Transport Minister Chee Hong Tat has said.
Chee told reporters the Land Transport Authority (LTA) had “underestimated” the strong preference of some commuters to be able to view the fare deductions and card balances at station gates and bus card readers. “This was a judgment error on our part, and I apologise to our commuters for what happened. We will learn from this, and we will do better in future,” he said at an interview on Friday organised for some media outlets. Chee added that the card-based ticketing (CBT) system for adult commuters will be in place until at least 2030.
The LTA announced on January 9 that it planned to phase out the older ticketing system from June 1 in favour of SimplyGo, noting that around two-thirds of adult public transport fares were currently paid through SimplyGo EZ-Link cards or bank cards. Concession cardholders did not need to make the change. The older CBT system allows commuters to see their fare deductions and card balances at fare gates and bus card readers. They are currently not able to do so using SimplyGo cards. Days after the announcement, the LTA said it was “technically possible” to show such information at station gates and bus readers, but it would slow down the entry and exit for commuters. On Monday, the authority reversed its decision to phase out the older ticketing system.
Transition to SimplyGo: Chee Hong Tat apologises for 'judgment error', says EZ-Link, FlashPay cards can be used until at least 2030
Transport Minister Chee Hong Tat acknowledges a "judgment error" by authorities in phasing out older public transport payment cards for adults, citing an underestimation of commuters' preferences for viewing fare information and card balances
Transport Minister Chee Hong Tat has admitted to authorities making a "judgment error" in the decision to phase out older public transport payment cards for adults and had underestimated commuters' preferences for viewing fare information and card balances. The Straits Times reported on Friday (26 January) that Chee apologised to commuters and expressed a commitment to learning from the situation. "We will learn from this and we will do better in future," he added.
The Land Transport Authority (LTA) had initially announced on 9 January to retire the older card-based ticketing system by 1 June, replacing it with SimplyGo, an account-based system processing fare payments at the back end. However, the announcement faced public outcry as passengers expressed frustration over the inability to see fare deductions and card balances when tapping out. Chee mentioned that the LTA had consulted over 1,000 commuters from 2020 to 2023 about SimplyGo, but admitted that a wider consultation might have revealed the stronger reactions and preferences expressed by some commuters. He told The Straits Times that the ministry is reviewing the optimal number of people for its consultation process for such policies, recognising the importance of hearing a broader range of views.
Chee also announced that the card-based ticketing system will be extended, allowing adult EZ-Link cards and NETS FlashPay cards to be used for public transport fare payments until at least 2030. To keep this card-based ticketing system going for six more years, an additional $40 million investment will cover new equipment and hardware, as well as maintenance and operating costs. Chee assured the government would bear this expense without impacting bus and train fares. Explaining the decision to extend the card-based system only until 2030, Chee mentioned that future decisions would depend on finding solutions to technical difficulties hindering SimplyGo from displaying fares on payment readers.
Shelving of SimplyGo plan exposes LTA’s lack of preparedness
Some passengers expressed frustration at the inconvenience they had to bear to update their ez-link cards. FOTO:GIN TAY
The shelving of plans to phase out older adult public transport payment cards was met with relief by public transport users, who said they were glad their concerns were heard. But some felt the aborted exercise was ultimately redundant and expressed frustration at the inconvenience they had to bear to update their ez-link cards.
Observers said the shelving of plans to move towards SimplyGo, an account-based ticketing platform, on Jan 22 exposed issues with the Land Transport Authority’s (LTA) communication strategy and lack of preparedness. Transport Minister Chee Hong Tat said the authorities will spend an extra $40 million to allow commuters to continue using older ez-link and Nets FlashPay cards, which operate on an old card-based ticketing system.
He said LTA will allow those who updated their ez-link cards to SimplyGo between Jan 9 and 22 to exchange them for those that rely on the card-based system for free. This would allow them to view fare information and their card’s balance when they tap out from a bus or MRT stop – something SimplyGo cannot yet do.
related: Use of ez-link, Nets FlashPay cards on public transport to stay till at least 2030 - Chee Hong Tat
The politics of reversal, does it signal a new approach for the 4G leadership?
That two publicly announced transport decisions were reversed in the span of two months is interesting, taking place ahead of Singapore's leadership transition, says former LTA board member and newspaper editor Han Fook Kwang.
Reversing publicly announced decisions twice in the span of two months is highly unusual by Singapore government standards. It is known, after all, for being rigorous in planning and anticipating problems that might crop up. The first reversal in late November last year involved the termination of bus service 167, while the latest, earlier this week, came two weeks after the announcement that EZ-Link fare cards for public transport would be phased out in favour of the newer SimplyGo ones.
But many commuters said they preferred the older cards because they were able to see the fares being deducted when they exit MRT stations and buses, but not with SimplyGo. It was a deal breaker for them, and they made known their unhappiness on social media. Transport Minister Chee Hong Tat in announcing the reversal, said he heard the complaints and apologised for the shortcomings in the preparations leading up to the change, as well as for an "error of judgement". He also said that retaining the older system would cost the government an extra S$40 million, which will be used to buy new hardware, as well as to maintain and operate the older ticketing system.
What to make of these two reversals? There are several similarities worth noting. Both were said to be necessary to take into account new developments - the growing popularity of SimplyGo cards and the increased cost of maintaining an older system, and the expanding MRT network which duplicates some bus routes. Both claimed to benefit the wider public in the long term from cost savings even if some people might be worse off. The Singapore public is nothing if not accustomed to being asked to think community before self. So, why the change from the original plans?
LTA reverses cancellation of service 167; buses will run at 30-minute intervals
Bus service 167, seen here at a bus stop along Upper Thomson Road, will cease from Dec 10, 2023, the Land Transport Authority said on Nov 17. (Photo: CNA/Suen Wai Kit)
The Land Transport Authority (LTA) said on Tuesday (Nov 28) that bus service 167 will be retained, but will operate at 30-minute intervals, just days after announcing that the service would be cut due to falling ridership.
LTA had said on Nov 17 that several other bus services would also be changed, including shortening the routes of services 162 and 75. In a statement on Tuesday, the LTA said that it "looked at the availability of alternative services" when reviewing the bus services and ensured that "most affected commuters" would still have both MRT and bus options after the adjustment.
"Nonetheless, we understand that some commuters may need more time to adjust, and to try out the new travel routes. This is especially so for Service 167, where the change is more extensive. "Hence, LTA will retain Service 167 for now and operate it at 30-minute intervals throughout the day," LTA said. This will be implemented from Dec 17, alongside the other adjustments that had been initially scheduled to start on Dec 10.
Account-based EZ-Link cards available for use in Public Transport from 28 Jan
From 28 January 2021, EZ-Link adult cardholders will have the option to update their existing EZ-Link cards to account-based at ticketing machines or buy new account-based EZ-Link cards from TransitLink Ticket Offices.
These cards come with a backend account that will allow commuters to top up their travel cards through a mobile application anytime, anywhere. This saves them the hassle of queuing to top up at ticketing machines, or having insufficient value on their travel cards with no ticketing machines nearby. Commuters can also top up their family members’ account-based travel cards. In addition, commuters will receive notifications when the balances in the account of their cards are low. If they misplace their cards, card holders can also use the mobile application to block further transactions. This move towards account-based ticketing is part of LTA’s commuter-centric efforts to make commuting more convenient. In the past, our public transport only had a card-based ticketing system. In 2019, a separate account-based ticketing system was set up. This system enabled commuters to pay for public transport fares using bank cards and mobile wallets, which saves the hassle of carrying a separate travel card. It currently supports contactless bank cards from Mastercard, Visa and NETS, as well as mobile wallets such as GooglePay.
Like contactless bank cards and mobile wallets used for public transport, transactions using account-based EZ-Link cards are processed backend so commuters will not immediately see their fare deduction and card value balance at MRT fare gates and bus readers. Commuters who choose to use the account-based EZ-Link cards can download the TL SimplyGo app to view up to the last 180 days of fare transaction history as well as access other ticketing services such as claims submission. A pilot for concession cards that supports account-based ticketing will start later this year. The pilot will help us better understand potential concerns and make the necessary adjustments to enable a smoother transition for card holders as we progressively convert to account-based ticketing.
SimplyGo EZ-Link - What’s SimplyGo all about?
Power up your EZ-Link card with SimplyGo
SimplyGo is a ticketing platform launched by the Land Transport Authority. It is an account-based ticketing platform, enables commuters to top up on-the-go and view fares anytime, anywhere and more!
With EZ-Link making the move to SimplyGo, you will be able to use your existing EZ-Link cards and charms while enjoying the benefits.
Pair your SimplyGo EZ-Link card (Account-based card) to the EZ-Link app to enjoy remote top-ups without having to queue at ticketing machines, track your travel spend, earn reward points and more!
Card-Based Ticketing Vs Account-Based Ticketing
Most traditional transport ticketing systems are the Cash-Based Ticketing or ‘Card Centric.’ This means the travel information and the right to travel on public transport is stored in the Card. A card-based ticketing scheme stores transaction data on the cards and transactions are processed instantly when the cards come into contact with payment terminals which enable you to see the fares being deducted and the Card balance. This is the same for magstripe paper or smartcard ticketing systems. These ‘Closed-Loop’ systems, where the fare media is supplied by the transport provider, have been around for years and provide a robust solution in which transactions are primarily stored on the card and only secondarily in the readers and then in the local and/or central back-offices.
In recent years, thanks to advances in communications technologies, innovative transport providers have launched new transport ticketing systems that allow passengers to use contactless bank cards, mobile phones, wearables, or other IDs to travel. These new technologies allow for ‘Open-Loop’ and ‘Account-Based’ systems. They provide a greater degree of convenience for passengers than ‘Card Centric’ and cash-based ticketing systems, while saving transport providers money. The transit fare collection system architecture that uses the back-office system to apply relevant business rules, determine the fare, and settle the transaction.”
Essentially right to travel is managed by the central back office and the ‘ticket’ the passenger has acts as a 'token' or proof of the right to travel and identifier of a customer’s account - hence, Account-Based. The back office stores the tokens usage patterns and also settles the transaction (based on usage). As such, the back office is the primary source of truth, unlike in a Card Centric system where, as described above, it is the card. Because of this, passengers are able to use what they have in their pocket to travel, be it an cEMV contactless bank card, smartcard, phone or a smart wearable and the payment will link with their ‘account’ residing in the back office. This means passengers no longer need to buy a ticket or understand fares to travel, safe in the knowledge they will be charged 'best fare' for their journey. Account-Based Ticketing systems are also better placed to take advantage of the advances in technology to run and scale more efficiently, with the back-offices often being managed from the ‘Cloud’.
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Disappointment with LTA's ‘Bulky’ ERP 2.0 OBU
Some motorists have expressed their disappointment towards the Land Transport Authority (LTA) for persisting with the rollout of the new Electronic Road Pricing system, ERP 2.0. Criticism has been directed at the new on-board units (OBUs) due to their bulky design and inconvenient placement of the cash card reader, such as beneath the glove compartment or in the front passenger footwell.
Many motorists have voiced concerns about whether the LTA genuinely considers user feedback, questioning the rationale behind proceeding with and defending the current design. Earlier on 28 March, the LTA announced that existing local motorcycle owners would progressively receive notifications regarding OBU installations via letter, email, or SMS starting from 1 May. Additionally, the LTA stated that all new vehicles registered from 1 May onwards will come equipped with the ERP 2.0 system’s OBU already installed, marking the next phase of installation for these two groups of motorists. The initial phase of installation commenced in November 2023, focusing on company vehicles as the first recipients of the OBU. Currently, over 13,000 vehicles have been fitted with OBUs, with approximately 75 per cent belonging to company fleets such as buses and motorcycles, according to the LTA.
Meanwhile, in a recent CNA article, several motorists have voiced frustrations regarding the difficulty in accessing their CashCard. Some motorists have expressed their disappointment towards the Land Transport Authority (LTA) for persisting with the rollout of the new Electronic Road Pricing system, ERP 2.0. Criticism has been directed at the new on-board units (OBUs) due to their bulky design and inconvenient placement of the cash card reader, such as beneath the glove compartment or in the front passenger footwell. Many motorists have voiced concerns about whether the LTA genuinely considers user feedback, questioning the rationale behind proceeding with and defending the current design.
