New trains launched in Cape Town is the best news the
province could have gotten.
You excused for assuming it was a political stunt, I mean it
was exactly a month before the elections.
These new trains will be implemented along with the
upgrading of the rail network. That upgrading commenced but sadly the rail
network is crippling at a faster pace than what upgrades are taking place.
The features in the new trains are cool, big windows,
cameras, intercom. You will even get a heads-up as the train is approaching a
station. The driver can even see what is happening in the carriages
On the new train’s drivers will also be able to communicate
with commuters. Now however they don’t have information when asked a question
by commuters passing by.
Metrorail however has a delay in leadership, with management
failing to use existing resources. How will they deal with a new ball?
For now, no one will board the two test trains and 35 new
trains it anticipated to arrive sometime in 2020. The unanswered question is
how systemic issues are being addressed.
Currently there are gate-keepers to proactive customer
communication and management is awol with major delays.
Communication are not a priority to Metrorail, yet 5-years
ago I pointed out to the current Regional Manager this is one of his two
biggest challenges. If communication was a priority, why is there no customer
communication strategy and for the past few years a permanent head of Customer
Services has been cancelled. So, actors need to show leadership and give
direction, and if their performance is too good the curtain closes.
Metrorail's other dilemma is getting all their staff on one
train. With no consensus on its regional executive on many things it is no
surprise there are delays. Senior managers do as they please. I once caught the
HR Manager smoking on a platform, next to a no smoking sign and while that
announcement was made. He got off with a warning.
Metrorail operates with policies and procedures written in
the dark years of our country and many of the current staff will tell you it
worked 20/30 years ago.
To be blunt Metrorail did not stay on track with
environmental and behavioural changes. The rail operator is reactive, instead
of proactive. Their actions are evident to this.
Something needs to happen for them to react.
They lack the leadership, vision and strategy to think about
tomorrow, next week, next month and while they follow policy, they not system
driven but person-driven. So, every new actor comes with their own taste and
that is not always healthy.
One should rightfully ask how important are commuters for
Metrorail, has there been any commuter awareness program?
Yet commuters are blamed for not taking ownership and
responsibility.