Highlights the importance of addressing user needs and commends leadership for listening to public feedback.
SINGAPORE: Ho Ching, the wife of Prime Minister Lee Hsien Loong, lauded the Land Transport Authority (LTA) for its decision to reverse the phase-out of adult EZ-Link and NETS FlashPay cards. In a Facebook post on Friday (Jan 26), she praised the leadership for their “guts to listen” and make the necessary decision to halt the planned change.
Ho Ching’s post came after public backlash against LTA’s Jan 9 announcement, which stated that older EZ-Link and NETS FlashPay cards would no longer be valid for public transport payments after June 1. The announcement drew widespread criticism, with many questioning why a functional system was being changed unnecessarily.
“This caused a public uproar about whether it was necessary to change a system that was not broken,” noted a CNA commentary shared by Mdm Ho. Memes and online jokes about SimplyGo as “SimplyNo” further amplified public dissatisfaction.
Reversal Commended
By Jan 22, LTA reversed its decision, announcing that all EZ-Link and NETS FlashPay cards, alongside SimplyGo-compatible cards, would remain valid.
Commenting on the data behind the initial decision, Mdm Ho pointed out that although two-thirds of adult commuters already use SimplyGo, the remaining one-third translates to over a million trips daily. “That is a lot of user experience and needs that shouldn’t be overlooked,” she emphasized.
She also critiqued the design and implementation of the SimplyGo system, saying the user interface and experience (UI/UX) overlooked critical user needs. “It takes courage to reverse the decision—so I salute those with the courage to do so,” she added.
Background and Reaction
SimplyGo, introduced in 2019, was designed to modernize public transport payments by allowing the use of contactless bank cards and mobile wallets. However, commuters raised concerns about the lack of balance displays at fare gates and the need to rely on mobile apps for trip details.
Public dissatisfaction was fueled by the perception that the transition was rushed, leaving many without clear alternatives. In announcing the extension of older card usage, LTA acknowledged the need to better prepare its operations for the card exchange and pledged to improve SimplyGo for a better user experience.
Public Sentiment
Mdm Ho’s comments reflect broader concerns over the decision-making process and highlight the importance of listening to public feedback. Her remarks underline a recurring sentiment among commuters: changes to public transport systems should prioritize convenience and accessibility for all users, not just the majority.
