THE authorities need to have a serious look into PLUS Malaysia Bhd's Radio Frequency Identification (RFID) lane technology as its implementation has been anything but smooth ever since its introduction in 2018.
Five years have passed since the "beta" trial phase and it feels the same even today. From being undetectable to the recent glitch disturbance, the system, or at least how it is being implemented, just isn't working as intended.
It is also a big disappointment when you compare it to the likes of Singapore's Electronic Road Pricing and South Korea's Electronic Toll Collection System - as someone who has experienced both can attest to.
We haven't even touched upon the use of RFID payment in other areas, which frankly doesn't work consistently either.
This is a huge concern for road users as PLUS plans to phase out the use of the Touch 'n Go (TnG) card and SmartTag by the end of this year.
Such a sweeping overhaul from a tried and true system to a faulty one is a recipe for disasters down the line.
There is no way to sugarcoat the issue either. What was once deemed as "situational" has now become a common sight, adding to daily users' frustrations at toll plazas.
PLUS has actively tried to downplay the severity of the problem to troubleshooting a "new" system and also even deflected the issue altogether by citing user error.
This includes not installing the RFID tag in the right or optimal reading position, entering and exiting from the wrong lanes and having not enough credits in the user's account.
By no means are drivers faultless but there is no excuse for the highway concessionaire to absolve itself of blame.
HOLDING UP TRAFFIC
The initial inconveniences have stemmed from the removal of manual payment toll booths in favour of TnG card payment.
Not only are some toll plazas lacking in an alternative payment method for emergency situations but reloading through the online app isn't instantaneous either. As a result, road users have to wait it out and this automatically causes congestion.
Yes, they may be at fault for not reloading in advance but this limitation at toll plazas can be regarded as punishing the other road users as well.
The public doesn't always have the choice of an alternate route to their destination. Highways are oftentimes the simplest and only means possible from point A to B for many travelling across long distances or on unfamiliar roads.
Using the RFID tag solely is also a major concern for those with multiple vehicles as it isn't as flexible as the use of a TnG card with at most a Smart Tag console.
A FIX OR AN ALTERNATIVE
At the core, PLUS knows that road users don't have a choice. Realistically, everyone will be forced to adopt the RFID payment method should it decide to change its toll payment options overnight.
This makes ongoing issues more of a deliberate choice rather than a human error.
If the company is serious about tackling traffic congestion and offering road users an improved travel experience, then it must address the current system's shortcomings with TnG instead of pushing sole responsibility onto road users.
Many have suggested that RFID lanes go barrier-less for a true seamless experience or retain other payment forms to alleviate payment concerns - if outright fixing the system is too costly.
Cameras and sensors today can easily track cars that do not pay up. Therefore, there's no reason why that wouldn't work.
Also, having some toll booths being manually operated makes for a better option than stuck road users clogging up a lane with nowhere to go.
Let those who are ill-prepared queue as long as they are paying. There is no reason to penalise everyone else due to a system's inflexibility.
Fixing and improving the system will also go a long way to improve customer confidence. Most Malaysians are hesitant to adopt the RFID payment method only because of how it isn't worth the trouble, not to mention the limitations that come with it.
PLUS plans to add 12 more RFID lanes at toll plazas by mid-April but does it really help if the system isn't functioning as intended and that traffic build-up is still very much the same with or without the said system?
It is troubling to think that at present, the RFID lanes do not offer a vastly different experience compared to the more versatile SmartTag system that was introduced back in 1999.
The present use and setup of RFID at our toll gates needs to be reassessed for the sake of actually combating traffic congestion and delivering a modern day travelling experience across our highways without unjustly punishing the paying public.
The state of our toll systems is also a reflection, both locally and internationally, of the nation's efficiency in tackling a common stress point.
If the RFID system is to represent the future state of our toll system, then it is imperative that it be fixed or vastly improved on.