Ex-COA Chief Proposes ‘3Es’ Audit to Improve LRT Service

Broken and ‘closed’ ticket vending machines lead to major congestion at an LRT station in Manila. (Photo courtesy of Heidi Mendoza)

Ex-COA Chief Proposes ‘3Es’ Audit to Improve LRT Service

By Bing Jabadan – TheNationWeek.Com | August 7, 2025

MANILA, Philippines – Former Commission on Audit (COA) Commissioner Heidi Mendoza is proposing what she calls a “3Es” audit to improve light railway transit (LRT) operations and enhance commuter services.

In an open letter addressed to Transportation Secretary Vince Dizon and shared on Facebook on Tuesday (Aug. 5, 2025), Mendoza outlined the operational deficiencies she encountered during a recent ride on the LRT.

She suggested ways to improve services for commuters through the “3Es.”

Known for her meticulous auditing, Mendoza explained that her “3Es” stands for Economy, Efficiency, and Effectiveness, which should be the basis for operational evaluations.

She also supported Dizon’s appeal to Congress to increase funding for railway operations and maintenance.

She cited the following pressing concerns affecting commuters:

• Shortages of Stored Value Cards:

Commuters attempting to speed up their journeys are delayed by the frequent unavailability of stored value cards. This undermines the purpose of providing a seamless and efficient fare payment experience.

• Malfunctioning Ticketing System:

A significant number of ticket vending machines are either out of service or stuck in a “closed mode,” leaving commuters with limited purchasing options and worsening congestion. Mendoza questioned the maintenance and reliability of essential machines.

• Inefficient Senior Citizen Ticket Processing:

The current method for issuing tickets to senior citizens involves a tedious manual process of recording names and signatures, resulting in long lines and unnecessary delays. She proposed exploring a scanning system to streamline the process.

• Inadequate Communication During Service Interruptions:

A recent train breakdown left commuters stranded after navigating stairs and waiting in lengthy queues. The absence of timely and widespread announcements about service disruptions led to customers’ frustration and a sense of being deprived of “due process.” Mendoza cited the need to improve communication protocols during service outages.

While she commended the polite security personnel, Mendoza stressed the need for tighter security measures. She also suggested offering free rides to students.