I came to the conclusion that #Metrorail is a lot like the church…
Between four walls love is shown and preached, promises are made and
everyone seems happy. But like the church, Metrorail shy away from taking bold
decisions – decisions that seem unpopular but in the long-run it’s for the
best.
Metrorail’s challenges are as open as the environment trains are
operating in. Addressing those challenges should thus not be something that
drag on forever, but addressed head-on.
I recently called Metrorail Western Cape’s regional management
incompetent. While I retract that with this blog, I still hold the opinion that
many of the senior managers don’t have a clue of the region they meant to
manage.
On the eve of Human Rights Day and just a day thereafter, Metrorail
seem to have lost the plot again. Both days I called every single relevant Head
of Department and senior manager that led to the Regional Manager leaving a
meeting to address issues at the operational centre.
Allow me to pause here and say: yes the Western Cape Manager of
Metrorail should be the last man standing, but it is wrong that he everytime be the responsible person doing everyone’s work.
It would appear that Metrorail Western Cape’s Regional Manager and I
occasionally think the same way (scary) but we apparently composed similar
emails at the exact same time. By the time he and his team received mine, the
regional executive were already given their marching orders – similar to my invite
to join me on Thursday 23 March 2017 on Cape Town station to show the top
management how commuters have to run around due to lack of effective
communication.
This is where I thank the men and women, who did what one would expect
them to do every day when your organisation is in crisis mode.
Now back to my daring statement…
I won’t go into details on here, but from my engagement and observation
it was rather shocking that some of the HODs still tried to make excuses for
things that were extremely obvious:
+ Trains displayed on electronic board as
being on platforms that have been out of order for nearly a year.
+ Wrong announcements being made
+ Platform changes, without any - let alone effective - communication
+ Cancellations that lead to commuters on
certain lines having to wait more than 60 minutes for the next train
I agree with the HOD: Customer Service we need to address the systemic
issues. That we do by changing structure, policy and protocol. Taking into
consideration that Metrorail was declared being in the ICU in March 2014, one
would have thought the systemic issues would be addressed head on by now.
In Metrorail’s defence: many of the HODs are newly appointed – but how long does it take you to get to know your portfolio and all the challenges.
Three things (I can publicly say) from the regional executives visit
stood out for me:
+ That it took the Regional Manager to
instruct his executive to be on platforms.
Like if you senior
management can’t you make that decision on your own and take an hour of your day
to go walk on the platforms during peak commute and familiarize yourself with
challenges commuters face daily.
+ I was extremely frustrated and angry to
observe an HOD not knowing the region.
A senior Metrorail manager did not know even though both Kraaifontein and
Strand [and Eersteriver Wellington, Malmesbury, Worcester and Muldersvlei] trains
operate on the Northern Line, they different directions and cancelling one will
mean commuters of that train will have to wait for the next train going that
direction.
+ Another senior manager made the bold
statement [that I gave a billion likes to]: “communication is not a priority for Metrorail”
I agree, if
communication was a priority:
o
It would not have been a need to
instruct the regional executive to walk on Cape Town station.
o
Commuters would know what time and
platform their next train is.
o
There would not be simple spelling
errors in SMSe sent out.
o
Announcers would not make confusing and
wrong announcements
o
Electronic display-boards would display
correct information
Metrorail Western Cape’s regional executive took their walk. They saw
what some of us have been saying for months is actually true.
I’m thankful that issues are being addressed in the long-term.
It’s now however time to make communication a priority
It’s not time for more apologies and excuses
It’s now time to speak and act
