KUALA LUMPUR: Measures are being taken to improve the Electric Train Service (ETS) e-ticket system.
The Land Public Transport Commission (SPAD), in cooperation with KTM Berhad (KTMB), had identified problems pertaining to the ETS e-ticket system as voiced by users.
Prime Minister Datuk Seri Najib Razak said he had received a detailed report from SPAD on the issues.
“Based on the report, I understand that the problem had arisen due to the significant increase of the online transactions, by 90 per cent in 2016 compared to the previous year.
“This has put a burden on the e-ticket system as the existing Internet capacity cannot meet the demand,” said Najib, in his blog Najibrazak.com.
The Prime Minister had said that several solutions have been identified.
The first is to increase the capacity of the Internet access for the e-ticket system to reduce downtime. This will be implemented by today.
He said KTMB will also be increasing the number of trained customer service staff to improve the quality of its customer service.
He added that the e-ticket website will be redesigned to make it more user-friendly and sales oriented.
He said KTMB, in cooperation with banks, will improve the mechanisms of response and refund of payment for failed transaction, including notifications to customers via email and Short Message Service (SMS). This will be carried out before March 21.
Najib said the measures taken would benefit the people and that he is confident they will see the overall changes and improvements in the near future.
“At the same time, all these measures taken will be monitored so as to achieve the objective to provide quality services to the people.
“I will continue to speak up and take a stand with the people to evaluate government services and relevant agencies,” he said.
Last week, Najib had instructed KTMB to find an immediate solution to various customer complaints about its services, notably on the ETS online ticketing system.
He had also asked SPAD to monitor the situation and to report to him regarding the issues.