Coordinating a bustling university campus can feel like orchestrating a small city's daily commute. At NUS, this isn't just a hypothetical situation; it's the daily reality for thousands of students, staff, and visitors. Ensuring their smooth and efficient movement across the sprawling campus is the perennial focus of the Mobility Services team in NUS Campus Services. The positive impact of these collective initiatives is reflected in the April 2025 National University of Singapore Students Union (NUSSU) Exam Welfare Pack survey, where Mobility Services achieved a notable 91.6% satisfaction rating—a 5% increase over previous years’ satisfaction scores of 86% to 87%.
With the constant industry-wide shortage of trained bus drivers, the Mobility Services team collaborated closely with ComfortDelGro Bus to establish a standby pool of Bus Captains who have undergone rigorous campus-specific training, ready to step in when needed. Beyond alleviating the manpower crunch, the team also focused on improving the everyday experience for riders with the introduction of enhanced real-time updates, adjusted ride capacity during high-demand periods, improved route monitoring, and recognition of drivers with exemplary safety and service standards.
Empowering commuters with real-time communication and proactive guidance
With the team’s focus on improving the commuting experience, real-time updates on the NUS NextBus mobile app and through the NUSOnTheMove Telegram channel now include announcements that provide proactive guidance on routes and timings during service changes or disruptions. “By harnessing enhanced data analytics and real-time insights, we are not just managing traffic but empowering our staff and students to make smarter travel decisions. With better visibility of routes and timing, the NUS community can navigate the campus more confidently and efficiently,” said Ms Priscilla Kok, Head of the Mobility Services Unit.
Optimising bus operations with data-driven insights
At the heart of NUS’ Internal Shuttle Bus (ISB) operations is a data-driven approach enabled by a smart, integrated system which provides real-time insights that support scheduling and daily operations. By drawing on anonymised student timetables, demographic trends, and staff movement patterns, the Mobility Services team anticipates where and when buses are needed most, ensuring the ISB network serves the entire campus efficiently. The Mobility Services team fine-tunes bus frequencies by route and day to match real demand. Daily operations are further sharpened with Power BI dashboards, which bring together real-time data from fleet management, telematics, and the Automated Passenger Counting System.
Supporting student success with reliable transport
Fluctuating demand across the academic calendar can pose unique challenges to ensuring the availability of sufficient buses for commuters, particularly during examination periods when start times and venues are highly concentrated. In response, Mobility Services (MS) has introduced a dedicated exam week bus schedule, optimised to accommodate unidirectional surges in passenger flow. Students now benefit from higher bus frequencies to exam venues before start times and increased capacity for return journeys, ensuring smoother commutes. This revamped approach is the direct result of student feedback and analysis of real-time movement data. Beyond exam periods, the team continuously adapts ISB schedules to meet changing demand, deploying mid-route bus insertions based on live occupancy data, and collaborating closely with NUSSU and other student groups to support large-scale events.
Adapting effectively to unpredictable circumstances
During disruptions, the Mobility Services team responds quickly and efficiently by sharing timely updates via Telegram to help NUS staff and students navigate alternative routes around campus. For instance, a fallen tree at Prince George's Park created additional evening traffic challenges, so the team activated contingency plans and used insights from real-time data to maintain frequent and safe shuttle services until the situation was resolved.
Recognising excellence in safety and service leadership
Bus Captains play a vital role in shaping the ISB experience, and the Mobility Services team is committed to supporting their growth and success. Every new Captain undergoes immersive, hands-on training from ComfortDelGro Bus and NUS, ensuring they are well equipped to handle operational challenges and can adapt to the unique rhythms of campus life. The Mobility Services team encourages real-time feedback from Bus Captains, especially those new to the team, using their insights to continually enhance service quality. Exciting new recognition initiatives are also in the works to celebrate outstanding service and inspire a more gracious, rewarding commute for everyone.
On 23 January 2025, the Mobility Services team honoured outstanding bus captains in the year 2024 with certificates and vouchers.
Building a thoughtful commuting experience together
Enhancing the ISB experience is a continuous and collective effort that thrives on the shared support and understanding of the entire NUS community. When each member of the community makes small, considerate choices, it contributes to greater comfort and efficiency across campus. “Thoughtful travel habits and collaboration are key to building a gracious and effective campus transport system,” said Mr Sng Jin Soon, Director and Head of Campus Services. “We are deeply grateful to students, staff, bus captains, and partners for their continued commitment to making our campus commutes better for all.”
The Mobility Services team continues to refine its approach to campus mobility with regular feedback from the NUS community, keeping pace with changing needs and industry shifts.