For more than three years
now I’ve built a [at times rocky] relationship with Metrorail and the past
nearly two years I’ve been privileged to be a pilot project of the current
Regional Manager by being a SQM: giving me not only direct access to all HODs
and the WC Regional Manager [with a regular f2f meeting] but also direct
contact with Prasa GCEO and the Minister.
I’m privy to information
that don’t reach staff on platforms and get to share complaints from the
vandalized carriages with the big bosses. I’m privy to see the hardwork – that goes
unrecognized – by numerous Prasa employees. How those with families work
throughout the night in the severe weather conditions to fix the rails and
others offer up family time to ensure no commuter is left behind with major
delays.
Yes Prasa has been on a
roller-coaster thanks to mismanagement and they remain in the ICU. While Security
seems to be on a delayed train, Communication is Metrorail’s biggest challenge
and unity their biggest problem.
Daily I attempt to address
issues, knowing not all can be resolved at the speed or way I want it to.
I’ve got the pleasure to
get to learn hardworking, dedicated, committed, loyal individuals. I’ve engaged
with managers who will admit not all staff deserve a star on the forehead and
those who don’t should be reported. But while addressing the one crisis after
the other the past two years, Metrorail had to keep trains moving. This despite
so many arson and daily vandalism incidents, that led to cancellations.
No matter how critical the
service, not once did Metrorail’s management even consider suspending the
service. I recall one chat with the RM where he said even if he must drive the
train himself, trains will operate – because that is Metrorail’s core function,
to operate trains.
Sadly – and mainly because
they lack the information I am privy to – commuters show little respect,
empathy, understanding towards Metrorail.
Blaming the current
management for (1) rail not receiving attention and (2) delivering a first
class service with limited resources, is wrong of us.
Yes the service is far from
what we deserve but I cannot recall one occasion where the Regional Manager
shifted the blame. He takes the punches thrown at his staff and responsibility
for every single commuter, even if they don’t feel this is what happens.
One person cannot be
everywhere and do everything, but I’ve gotten to know the Regional Manager as
someone who want to know what is happening on the platforms and trains. He is
one of the very few senior managers who take train to work and regularly take a
train undercover on other lines. This he does to assess the service for himself
and compare reports to his own experience.
Yes the service is far from
what we deserve and I cannot see the end of the tunnel. What I do know is that
Metrorail – despite what many might think – cannot turn-around, but won’t
derail either. They still on the track, going forward however will require all
hands on deck. With commuters becoming stakeholders by playing an active role
and to report suspicious incidents.
