Case Study: Go-Ahead Singapore achieves optimised bus operations and improved customer service with Microsoft Dynamics 365

Customer-centered digital transformation moves Go-Ahead Singapore closer to its desired role: urban transportation provider of the future

Go-Ahead Singapore, a local public-transport operator running 28 services from Loyang Bus Depot and part of the UK-based Go-Ahead Group, needed to tackle fragmented data and operational pain points as it grew. The company struggled to monitor bus captain performance, maintain accurate cash-box tracking and collect timely commuter feedback, limiting its ability to improve service and efficiency.

Partnering with MNG Solutions to deploy Microsoft Dynamics 365 (integrated with existing CFMS and DAS), Go-Ahead unified data, improved performance monitoring and linked cash boxes to specific buses to reduce accounting mismatches. An online feedback form boosted commuter responses by 30% and saved CSOs about 30 hours per person per month, enabling faster action on issues, better customer service and plans for future initiatives like on‑demand staff buses.

Go-Ahead Singapore

Tay Yu Ying

Customer Service Officer