SPAD yang bertanggungjawab terhadap segala yang berkaitan dengan perkhidmatan yang diberikan oleh pengangkutan awam darat sentiasa dan bersedia menerima segala apa juga pandangan dan aduan yang diberikan sebagai satu teguran yang membina
Aduan dan juga pandangan akan di tapis dan diberikan pertimbangan yang sewajarnya dan berusaha untuk meningkatkan mutu perkhidmatan sistem pengangkutan awam darat dengan lebih efisien dan terbaik untuk pengguna.
Pada tarikh 29 Januari yang lalu , saorang pembaca telah menyuarakan pandangannya dalam sebuah akbar berbahasa Inggeris dengan melakukan penilaian peribadinya terhadap mutu perkhidmatan pengangkutan awam yang dikatakan tidak menepati standard yang sepatutnya.
Perkhidmatan yang diamksudkan olehnya ialah perkhidmatan BNR dan bas yang dikelolakan oleh SPAD dimana dikatakan gagal memenuhi standard dalam mutu dan kualiti perkhidmatan yang sepatutnya.
Walaupun ianya bersifat pandangan peribadi, namun SPAD dengan rasa kebertanggungjawaban keatas teguran yang diberikan secara rasminya menjawab teguran tersebut sebagai satu pandangan.
Bersama ini disertakan jawapan rasmi untuk persoalan yang dikemukakan oleh pembaca tersebut.
SPAD staying on top of public transport issues
REFERENCE is made to the letter “SPAD has not lived up to expectations” (The Star, Jan 29).
We want to thank the writer, Public Transport User, for sharing his/her feedback and at the same time clarify several issues raised in this letter concerning some of the land public transport programmes implemented by SPAD.
- The decision to relocate the Northbound Express Bus Operations from Pudu Sentral to Terminal Bandar Tasik Selatan (TBS) involved discussions with relevant stakeholders including Dewan Bandaraya Kuala Lumpur (DBKL), Urban Development Authority (UDA) and the affected bus operators. This was done in order to provide bus operators with sufficient headway to plan for the relocation.
Recognising that this move would also impact northbound bus commuters, SPAD together with the related stakeholders and bus operators kept commuters informed about the relocation exercise via notice to the mass media, distribution of brochures to commuters, social media updates as well as on-site posters and banners.
In addition to providing better safety and comfort for commuters as well as effective operations for buses, the relocation to TBS was also aimed at de-congesting the city centre.
- We wish to reiterate that SPAD’s objective in the implementation of the Bus Network Revamp (BNR) was to resolve the uneven bus services in Klang Valley by increasing bus capacity in congested routes and deploying new routes in underserved areas and neighbourhoods. The BNR will also streamline the bus route numbering system so that it is standardised across all 11 operators. In the mid to long term, the BNR also aims to help the bus industry remain sustainable by reducing a disproportionate number of bus operators competing to serve selected routes.
Admittedly, the initial phase of implementation has seen several operational issues within high demand sectors, for instance in the Jalan Klang Lama and Sungai Besi Corridors, including hot spots such as Selayang, Kuala Selangor and Rawang.
The Commission also continues to take stern action against operators who fail to comply with the agreed frequency and fleet capacity to ensure optimum service. This includes the ongoing performance evaluation and periodic reassignment of routes to other operators who have better capability to manage the agreed schedule to meet commuter expectations.
The following are the remedial actions driven by SPAD to date:
>SPAD directed bus operators under the BNR network to deploy 56 additional buses to increase frequency and reduce waiting time for commuters in the Jalan Ipoh Corridor, Sungai Besi Corridor and Lebuhraya Persekutuan Corridor that serve high demand areas such as Kepong, Selayang, Puchong, Serdang and the route covering Putrajaya to Bandar Utama.
> The Commission continues to monitor operators’ daily performance and has taken stern action against operators who failed to comply with the agreed frequency and capacity. This has resulted in SPAD reassigning nine BNR routes from Metrobus to Nadi Putra and RapidKL.
> SPAD continues to carry out efforts to mitigate and stabilise bus schedules based on the data derived from daily ground monitoring of routes, frequency and commuters’ feedback.
> In terms of raising awareness of the BNR roll-out, SPAD together with the bus operators under the BNR implementation executed a number of communication activities to keep commuters informed, including brochure distribution via ground engagement activities across all eight BNR corridors to explain the bus routes, schedules and frequencies. This was followed by a series of public service announcements on mainstream radio, as well as print advertisements illustrating the eight BNR corridors and routes in the main vernacular papers.
> To help us raise public awareness further, we have also utilised our online channels to continuously publish information and provide operational improvement updates to keep the commuters informed.
> The SPAD Aduan platforms and SPAD social media channels, including Facebook and Twitter, continue to be available for the public to provide and receive feedback. We remain open to reviewing and improving routes within the BNR network based on commuters’ feedback.
- Mindful of the need to keep the BRT fares affordable, the Government will inject an annual operational subsidy of RM14mil for the first three years to Prasarana Malaysia Bhd., the parent company of the operator, Rapid Bus Sdn. Bhd., to help cover the operational costs of the BRT Sunway line. The fares approved are the maximum ceiling fares that can be charged and it is the prerogative of the operator to introduce competitive fares balancing ridership and its operational costs.
- SPAD continues to intensify efforts to adopt innovative policies, technological applications and sustainable practices in the transport industry. This also includes encouraging our operators to step up their capabilities and adopt new public transport solutions.
In this light, SPAD fully supports Prasarana’s innovative move to introduce 40 double-decker buses for routes with high passenger density as we are confident this will help improve public transport and increase bus ridership in the Greater Kuala Lumpur/Klang Valley area.
- As we move forward into 2016, we will see the much anticipated completion of key projects such as the Ampang Line Extension Project and Kelana Jaya Line Extension Project, and the upgrade of the present two-car sets to four-car sets for the Monorail line. By July 2017, the MRT Line 1 (Sungai Buloh – Kajang) will be completed. All these initiatives, together with sufficient feeder buses, will significantly enhance connectivity for the urban rakyat and boost daily rail ridership by over 500,000.
The Customer Satisfaction Survey results conducted by SPAD in 2015 show an increase in the satisfaction index from 48% (2010) to 74% (2015). According to the survey, commuters are most satisfied with rail services – LRT, KTM and ERL. Improvements and reliability of rail services are being felt on the ground by commuters.
However, we also recognise that much needs to be done to improve our bus and taxi services, and SPAD is currently planning for long-term solutions to address fundamental issues for these modes.
As we strive onwards, the Commission remains open to feedback from users and the public to raise the standards of the land public transport ecosystem in Malaysia. The public are encouraged to call the SPAD Hotline at 1-800-88-7723(SPAD) to voice their views or email their feedback via email@example.com, or reach us via our social media channels at http://www.facebook.com/SPAD.my and Twitter – @aduanSPAD and @SPADchannel.