Saturday, April 9, 2011

Singapore-the ultimate expert in replacing people by automation

Its been just a week here, and already I'm awed, home sick and enthusiastic in equal proportions. Being from India where we routinely 'first break all the rules' whether relating to traffic, queues, tax etc; the Singapore automation system(perhaps routine for residents) was something which caught my eye. Consider these examples which give an insight into the extent by which the system eliminates manual labour
  1. In the underground train system(MRT), Card operated entry and exit gates(with carefully designed barriers) ensure fare collection without the need to issue tickets. For newbies/tourists, there are of course the ticket counters but they are not used often
  2. In the bus systems, the driver ensures that passengers swipe card at entry. If they do not do so at exit, the maximum fare is deducted after some time. So no conductor is needed. 
  3. Instead of having liftmen, offices have this system where when the access card is swiped, the elevator is automatically assigned to the person. This ensures that liftmen do not need to handle the crowding in lifts and other issues
  4. The CCTV system ensures that people think twice before committing crimes. That is why stores(barring a few exceptions) are so confident that they allow people to bring in their hand baggage(which is not allowed in India/other Asian countries)
  5. By encouraging online/card based transactions-like giving 25% bonus on mobile recharge online or through ATMs, charging 40cents extra per paper ticket on buses, promoting/mandating e-governance, the system is geared towards online/card based transactions
  6. The number of vending machines/kiosks are a lot, specially in offices. 
  7. IPO application can be done via ATMs-by the way a superb method of due diligence because the fact that someone has a bank account means that the investor background check is a piece of cake.
  8. The good geographic mapping allows easy reporting of system malfunctions-especially of traffic signals, public amenities, bus shelters etc.
But to avoid missing the forest for the trees, I should point out that all this is possible because people here are inherently trained to follow the system and the rules. Any system however well designed would breakdown if people start gaming the system. Because people are civil and law abiding(I did not hear a single 'honk' yet!), 
On the flip side though, system breakdown may result in total disruption if people cannot innovate on the spot. Thankfully,the system seems both robust and well designed for contingencies.

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