Metrorail: It's a crisis, but there is a plan

Damages to the rail infrastructure is what we can see but what about the damages to people’s lives who are unable to get to work or home.

These the words of Western Cape Transport Minister Donald Grant, who says commuters should be the number one priority.

Prasa Acting Group CEO, Cromet Molepo, during a media tour to Metrorail’s notorious Central Line says there is a plan…

The tour comes hours after a test train derailed, shortly before the line would have been reopened after it was closed for more than a week. The closure was due to a labour dispute, following the fatal shooting of an armed security guard and destruction of two substations, that are needed to ensure trains can move.

For years little investment took place in passenger rail, and from the little that was invested some went to the wrong pockets.

Current management inherited a system falling apart and as if that was not enough to deal with, crime and gang related activities in various communities have started to not only affect but spill over onto the tracks.

On 12 January I wrote in an article trains are a national crisis. Prasa for the first time in a statement admitted “national intervention is needed”. A few days later ANC member of the WCPP Standing Committee on Transport, Cameron Dugmore, also said “we should consider the situation a national crisis”.

In another article on 17 January I mention the train system can come to a halt in the province. Vandalism and cable theft already started to spread to other lines, and if nothing is done there will be no movement on any of the lines.

Nana Zenani, spokesperson for Prasa, says if we don’t learn from Bonteheuwel and Khayelitsha the system can collapse.

“It is not only cable theft taking place but vandalism of infrastructure and staff and commuters that are robbed and whose lives are in danger.”

During the Central line media tour, deputy director-general for rail at the department of transport, Mathabatha Mokoena, stop short of saying passenger rail is a national crisis. Instead he admitted passenger rail is in a critical state. According to him DoT is committed to preventing trains coming to a standstill and if needs be budget adjustments will be done and even additional funding be asked from Treasury.

Cosatu in the Western Cape have also express their concern for the safety of commuters. “Everyone should be working together to ensure a safe rail environment,” says Tony Ehrenreich, provincial secretary.

Head of SAPS railway police, Maj.-gen. Michael Mohlala, says they will be working more closely with Metrorail to clampdown on cable thieves.

Mohlala said that in future, cable theft crime scenes will be completely sealed off by forensics officers, fingerprints will be taken and compared with metals sold to scrap metal dealers.

Previously, the crime scenes had been walked over by the repairmen and no clues were left.

When asked about deployment of officers on trains, especially during peak, Mohlala said he already requested that deployment of officers be done in accordance to the needs of the rail operator.

Most notably absent was not only City of Cape Town Mayco Member for Transport, Brett Herron, but also ward councillors in the affected area.

When asked about ward councillors who are the first contact with communities, not being invited, Prasa GCEO said he was not part of organizing committee but asked that all stakeholders be invited.

MEC Grant in his speech made mention of including the city. “We all need to work together and pull in the same direction.”

Chairwoman of the Cape Business Chamber, Janine Myburgh, was present. Prasa appealed to her for the chamber to engage their members, considering the state of the railway service, not to dismiss employees for late arrival because of train delays

When asked if he’s satisfied with and the level of communication to commuters, Molepo before I could complete my question said: “No, I can never be. Not if I look at the amount of complaints”.

There seems to be no clear deadlines for what is planned, nor is Prasa giving more detailsMolepo’s response is: “we cannot reveal the details of our plan. Criminals are clever, they watch TV, listen to radio and read”.

Also read:
* Pyne oor die lyne
* Keer 'n ramp

Metrorail or Metrorail?

Trains are delayed due to manual authorization, defective sets and speed restrictions. Allow for extended travel time due to a train that failed in-section. If you make use of South Africa’s rail operator Metrorail, these are well-known messages by now.

The daily struggles and frustration of thousands of my fellow commuters are as a result of not only mismanagement and corrupt activities but also first no planning and then poor planning by government.

The current state of the service is where you not guaranteed the train will be on-time and your ticket might or might not be checked. What you can be sure of is an overcrowded train. After the struggle to get in, comes the struggle to get out. Picture yourself a scrum, better yet wrestling’s royal rumble.

Another challenge for both rail operator and consumer is that some of the tracks are not owned by Metrorail. Much of it is rented from Transnet and therefore Metrorail cannot legally do repairs and maintenance. This often leaves the operator and commuters frustrated with delays or a suspended line, pending TFR maintenance.

While the daily numbers of commuters have increase, the number of trains decreased with many trains sabotaged by arson and vandals. This led to some trains being cancelled and the remaining trains shorter to ensure a service on all lines.

Metrorail needs more than 90 train sets to have a normal service in the Western Cape, for the four lines that stretch over 490km tracks. With all the arson incidents the past two years, there was a time the province had less than 60 train sets.

I am of the opinion that the arson and cable theft is a well-organised syndicate, deliberately destroying Metrorail.

Unfortunately there is no security compliment to have a guard of honour next to the railway line, and there is just not enough manpower for all the stations and points.

Security guards are deployed to hot-spot areas, but families of the men and women are victimized and their lives threatened. Many of the unarmed guards step back when the criminals target the areas. These guards don’t speak, out of fear for the lives of their loved-ones. Many of the guards are also not trained to use a firearm. And we cannot just go and give every Hendrik, Jason and Thabo a gun.

Cable theft is a reality. Between the 21st and 25th of July 2017 eleven suspects were arrested. Rail crime is however not viewed as serious enough by our justice system. If it was how many criminals caught, or against whom there is enough evidence were successfully prosecuted?

One of the positives is there has not been a single derailment with fatalities in the Western Cape and compared with other regions train incidents are fewer. Delays and cancellations are also lower, and lines suspended for service (after a major incident) last a few hours – compared to days in other regions – and as hard as this is to believe, commuters here receive better communication.

However the reality is that Metrorail operates in an open environment, making it not immune to and thus vulnerable for criminal activities. Social ills in communities play a big role in the many challenges. Often criminals use the tracks as an escape route. There are also areas where the railway line is a border for rivalry gangs.

Railway police don’t resort under Metrorail – but SAPS – and having no jurisdiction over them or their deployment adds to the safety headache.

The past month also saw a number of level-crossing incidents, despite having booms and Metrorail appealing in their statements for motorist to be vigilant when approaching a level-crossing.

Part of addressing the problem is not only government making more funding available, but also making rail more than just a priority on paper. We will also have to start addressing crime, social challenges and unemployment. If we don’t do this and continue to play the blame game, commuters and Metrorail will continue to be the biggest loser and hooligan criminals laughing all the way to the bank.

This opinion piece was originally written for JustJody  

Metrorail's delayed promises

Metrorail is managed by union leaders and not the appointed management.

This was confirmed when Prasa Acting Group CEO, Lindikhaya Zidi, gave in to request by union leaders – despite cries by commuters for atleast the last four years.
Untu has been threatening Prasa with legal action for weeks now, if the company don’t beef up security and create a safer work environment. This comes after a train driver was shot dead at Netreg station in July 2016.

On 2 August 2016 a Metrorail train driver shot and killed a 26-year old attacker near Kraaifontein station, after being attacked by four men near the station – the second incident involving this driver. Earlier this year a train guard was threatened at gun point and in two separate occasions verifiers on a train and at a gate was threatened. There are also other incidents where Prasa staff have been intimidated.

Prasa now made a promise of not only armed security on the Central Line but also better communication, with regular SMS-notifications.

It looks like it is not #AllLivesMatter for Metrorail. It is not only the Central Line where criminal elements are at the order of the day. Prasa seems to contradict itself. A few weeks ago they used the criminal element as an excuse to have paid parking at Bellville yet parking at all other stations – even on the Central Line – are free.

It would appear as if the AGCEO is also not aware that Rapid Railway Police only start patrolling trains and stations after 8am, when the majority of commuters are already hard at work. I guess he is also not aware that Prasa has no jurisdiction over the railway police, or that the outsourced security of Prasa is not very proactive. He’s also quiet on what will Prasa do to ensure successful prosecution.

In an email dated 24 May 2017 I share with Mr. Zidi no one within CMOCC (Operational Centre) is being held accountable. His reaction two months later is a manager on duty until the last train completed its journey. A manager on duty in CMOCC is not the solution for the frustration of thousands of commuters, if that manager cannot be proactive.

Until this hour Metrorail cannot explain that on 24 May 2017 a manager was on duty and still CMOCC was not able to notice for three hours Wellington trains are delayed. That is one of many incidents I can point out (and Metrorail’s management have copies of all).

In the very same email I make the bold statement that Metrorail Western Cape’s Management don’t have the backbone to take responsible for and deliver a credible reliable service with their hands on the things they can control.

From the promises it would appear as if the AGCEO is not aware SMS notifications are already sent to commuters.

The problem Prasa/Metrorail seems to ignore is (a) the disconnect between the different internal departments and communication methods and (b) the credibility, accuracy and timing of proactive customer communication.

I’ve previously pointed out the problem but will repeat myself. Currently Customer Communication at Metrorail sits with the Customer Services and Train Operations departments. In Train Operations drivers and other technical support staff are responsible for communication. Customer Service’s priority is generating revenue and not communication first. The problem with both is that those responsible for communication had no communication training and are thus not even aware of Communication101.

Part of the solution – and I’ve been proposing this to Metrorail Western Cape since November 2014 – is
(a) an integrated customer communication policy and
(b) Marketing and Communication department (custodians of the organisation’s reputation) be the driving force behind all external and internal communication.

This should be done by crafting and editing of messages.

Metrorail Western Cape’s Operational Policy and Procedures don’t allow for the above but it has been proven in times of crises that it can work. Sadly egos are still a red signal for proactive customer communication.

How Metrorail cannot assist their commuters

Criminal activity seems to be the reason behind paid parking at Bellville railway station.

“The parking area at Bellville railway station reached a point where criminal activity became the order of the day,” says Marius Wagener from Prasa Cres.
“Drug peddling and theft created an unsafe environment for the commuting and general public parking at Bellville. Prasa appointed a private operator to manage the parking area, with the objective to create a safe and secure parking facility.”

Commuters making use of the parking were charged R600 per month in April and May. After complaints to Metrorail, this was temporarily halted for due processes to be followed. Commuters have since been charged R10 per hour, R40 per day and R600 per month to make use of the parking.
Metrorail in May said it had no knowledge of paid parking. Last week the rail operator said it is not responsible for communicating to commuters any maintenance and construction related matters, that have an impact on their customers.

Wagener says that those making use of the parking where informed on two occasions of the decision to place the parking under private management and be operated as a paid public facility.
The notice is dated 20th June 2017, but Wagener would not comment if one week is sufficient time for a notice where paying for a service is involved, considering they have been aware of it for atleast three months. 
Wagener did not respond to queries to confirm the different pricing options.
“The parking facility is not used exclusively by train commuters, but also local business and the general public,” says Wagener.
“The operator however does not charge different rates for commuters and general public.

Metrorail could also not provide a list of all stations with paid parking. 
When asked if a commuter willing to pay R20 and make use of the parking for two hours but trains are delayed or cancelled and that commuter arrives four hours later at the parking and now needs to pay R60, if Metrorail is saying it cannot assist its commuters.
Spokesperson, Riana Scott, responded “unfortunately yes. I suppose it is similar to parking at the airport and one’s flight is delayed”.

For transparency, the five questions below were submitted to Wagener on Friday 14 July 2017, to which he has not yet responded: 
1. You mention criminal activity and drug peddling that eventually led to this decision. It is an open secret that drug peddling is taking place at Eikenfontein, Brackenfell, Parow and Vasco and those are just four neighbouring stations to Bellville. It is an open secret that Retreat, Netreg, Khayelitsha, Bonteheuwel, Wittebome have the same problem. Yet there is no paid parking to make the environment safe.
In addition to the above commuters from Kuilsriver have been requesting Prasa repeatedly to ensure safe parking at that station and that has been ignored.
Question: what criteria was followed in making this decision and is it because Prasa Cres has offices and your staff, who make use of the parking had complained about the "unsafe" environment?

2. You mention a private operator was appointed, was there a tender out for this and could you give me the dates and publications this was advertised. Can you also confirm that the operator is not related to any senior Prasa official either at Head Office or in the province?

3. The notice (a) has no contact details to confirm that it is legit and (b) is dated 20 June 2017, meaning you only had one week (5 working days) to hand out such notice.
In addition to the above you admit the implementation was postponed in May to 1 July 2017. If decision was thus made in May to implement 1 July 2017, why did it take you almost two months to issue a notice?

4. You indeed correct that businesses in the area also make use of the parking. Businesses however make use of the parking under the bridge and not directly next to the station and Railway Police, where only commuters and Prasa employees park.

5. You mention that the operator is not charging different rates but would appear as if Prasa is not even aware of what rates is being charged. Can Prasa confirm what are the agreed rates per hour, per day and per month and what reimbursement will there be should trains be delayed because of Prasa?

Time to walk and talk

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

Metrorail: We apologize for the inconvenience

“Trains in the Region are delayed in an excess of 240 minutes”, the sms that Saturday morning that made the warning signs go off.

Metrorail was given a heavy blow, just hours after #BlackFriday. Not even three consecutive arson incidents in April could stop the service. But cable theft, at a juncture where all signal cables converge, brought the train service to a standstill.

At our first meeting, the current Metrorail Western Cape regional manager, Richard Walker said he would try his best to never stop trains from moving – even if that means driving a train himself. And then came Metrorail’s darkest hour in more than five years.

Technicians tried their best to restore the service and by the Wednesday afternoon Richard (yes we on a first name basis) informed me all lines are now open, but things will still be hectic.

The next morning criminals again targeted Salt River and to complicate things even more four carriages were destroyed in an arson attack just outside Thornton station.

There are more than 120 train stations in the province, of who just under a 100 have ticket offices. Metrorail needs more than 90 train sets to have a normal service, for the four lines that stretch over 489km tracks. With all the arson incidents the past 15 months, there was a time the province had less than 70 train sets.

Apart from not having the security compliment to have a guard of honour next to the tracks, there is just not enough manpower for all the stations and points.

And then there is the issue of no funds, because Prasa – the motherbody of Metrorail – is in tatters from mismanagement and financial irregularities. Our hope and prayers are now on acting group chief, Collins Letsoalo, to get all sets on the tracks.

The arson and cable theft are forcing me to dare say there is a well-organised syndicate out to destroy Metrorail – especially in the Western Cape.

Securities are deployed to hot-spot areas, but families of the men and women are victimized and their lives threatened. Many of the unarmed guards step back when the thieves target the areas. Because is a life not more important than cables?

They don’t speak out, out of fear for the lives of their loved-ones. Many of the guards are also not trained to use a firearm. And if we go and give every Hendrik, Ivor and Thabo a gun, we might sit with the same problem as the Americans.

Then there is the sad fact that rail crime is not viewed as serious enough by our justice system. Because how many criminals caught, or against whom there are enough evidence are successfully prosecuted.

The past decades very little to no upgrading was done to our rail system – apart from fixing problems. For decades our rail infrastructure was neglected. In 2009 the need was identified and Prasa launched Project Modernisation. This 20 to 30 year project not only includes new trains but also upgrading of infrastructure. We have to wonder though what a setback every cable theft, arson and vandalism incident has.

Very notable with all the incidents, is the silence from the government benches. Both President Jacob Zuma and transport minister Dipuo Peters condemned the April arson incidents. Commuters however need more than a sentence from their leaders. Commuters, like trains and the infrastructure that are destroyed are government assets. Now why can our defence force – who protects rhinos – not be deployed to protect our trains and stations against the hooligans who are destroying the assets of our future?

Metrorail, or the railway service, is the backbone of the Western Cape economy and there is a light though for commuters.

The service in the province is much better than in other. The Western Cape might be the only not to make a profit, but in the province there are no rail derailments with casualties and train incidents are fewer, as well as crime activity. Delays and cancellations are also lower and we have the best and most proactive communication.

Our defence force might however be a temporary solution. If we want to address Metrorail’s problem, we will have to start addressing crime, social challenges and unemployment. If we don’t do this and continue to play the blame game, commuters and Metrorail will continue to be the biggest loser and hooligan criminals laughing all the way to the bank.

• This is the English version of a Post Scriptum that appeared in Paarl Post of Thursday 8 December 2016.

Metrorail's unsung heroes

There is a general perception that Metrorail staff is lazy and incompetent and yes some are but it is wrong to say all staff. In a previousblog I mentioned Metrorail requires all aboard and how I try to play that role by being an SQM [Service Quality Monitor].

Past three years I’ve had the privilege of meeting some really talented, hardworking, dedicated, committed, loyal individuals who all work for Metrorail.

Sadly the stories of these employees go unnoticed and they rarely get a thank you. I decided to write a short summary of five of them (to protect their identity, I’m not using real names).

Customer first:

Marlon worked at Cape Town station but was so efficient, he indirectly highlight the shortcomings of his colleagues. He would walk from platform to platform and any commuter who had a confuse expression he would approach and assist that commuter. I’ve witness how he especially helped the elderly and disabled, making sure they board the correct train. He’s now at a new station and even here he does the same thing.

Information ready:

Pamela also at Cape Town station is occasionally on the platforms and when she’s there it’s with a train schedule, train cancellations, delays and commuters are informed of what is happening. She always have a smile and willing to help any commuter who needs assistance.

Proactive attitude:

One Sunday morning I arrived at Brackenfell, totally confuse from rushing to get there. Not sure whether train arrived or not, a very helpful Ethan came to me and ask if I needed assistance and about the delay on the line. He also told me what time the next train would be and he would advise me not to take MetroPlus as it is not safe on a Sunday. Ethan made such an impression on me he’s one of the very few Metrorail employees I will not forget. I’ve seen him a few times again since that day and he still greets with a friendly face asking if I need assistance.

Beyond the call of duty:

On afternoon a train failed, blocking trains at station I start my daily journey. Off-duty Jacky read the messages on the internal Metrorail Whatsapp group. Instead of enjoying her time at home with her loved-ones she started phoning around to ensure the necessary customer communication is done and those stranded at her station is informed.

Leadership not management:

A year ago Metrorail trains were experiencing such major delays the Worcester train was late by more than four hours. Commuters were left on their own, wondering when trains will move. It frustrated me that in their darkest hour Metrorail opted not to communicate. Shortly after sending an email to the senior management, two of them went out to where trains were standing and one of them started engaging with the commuters.

Yes the service is far from what we deserve. I’ve previously mentioned management never shifts the blame, but the Regional Manager takes the punches thrown at his staff. He also takes responsibility for every commuter, even if they don’t feel this is what happens.

Yes the service is far from what we deserve. I also don’t see the perfect service in the near future, but I do know that many employees at Metrorail go beyond the call of duty. Many within Metrorail give their best and more. Many will put in extra hours, own data, airtime and money to bring the human factor to the company.

Metrorail’s service is not perfect, but they do have some really good staff that we don’t always appreciate. Let’s take a moment and remind ourselves that person also have a family to go home to, is just trying the best under difficult circumstances, might want to do more than they doing.

To the Marlon’s, Pamela’s, Ethan’s & Jackie’s of Metrorail, thank you

Metrorail requires all aboard

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.

#BeMoved together

Prasa on Tuesday successfully carried out #TestTrain2 at Pretoria station. What makes it even more awesome is that the #TrainReport team from @CapeTownTrains got the opportunity to be part of this and boast their tech savvy skills.

It would appear as if modernization has now boarded an express train. Looking at the video clips and images, it all looks nice and I share the excited of minister Dipuo Peters and the team. We however not yet in first world gear and I have to be realistic.

Mindful of the arson and vandalism incidents of the past six months in the Cape Region alone, it is clear commuters and indeed Metrorail is not ready for the new trains.

Maybe important to also mention new trains does not mean all challenges will suddenly disappear. New trains are now closer to a reality but we still have old infrastructure, tracks and signalling equipment – but that is not what this blog is about.

As commuters we not ready because:

We have to start educating ourselves to look after our [state] assets and not vandalize them.

We have to start familiarizing ourselves with the current train lingo and operations.

We need to become activist and ambassadors of our trains, to protect ourselves and our assets.

Metrorail is not ready because:

They struggle to communicate with existing communication tools,

Departments and some staff still operate in segregation and not as one united unit,

They see modernization but don’t operate pro-active [although small progress here has been made].

#MovingSAforward requires all hands on deck.

Should we get the new trains tomorrow, some will be upset because it is not on their line and others angry that they cannot stand between the carriages. 

There will be those who would be frustrated that the train is not moving because they keeping the door open and someone will complain about windows not opening. I won’t even exclude a complaint about the air con in the train being too cold. And I’m not even at delayed announcements…

#MovingSAforward requires #CommuterEducation and an integrated Metrorail to #BeMoved

Moving Metrorail's Mountain

Thousands of commuters are daily faced with train delays and cancellations, if only there we proper communication those delays and cancellations would not make you so frustrated.

Although I’ve pointed it out before their confession, Metrorail have admitted to me communication is their biggest weakness. I have to give it to them though that the past two years they have made some improvement on this field, and that is an ongoing thing.

For three years now I have been their biggest critic, this led to me being privy to some internal information. Having a better understanding of the network, operations and challenges – although I learn something new every week – it gave me and them the advantage of taking a look at things from an outside view and making proposals with realistic solutions. And May has thus far seen Metrorail accepting two of my proposed solutions.

Case 1:

My big issue is proactive customer communication, and I fail to understand why this cannot be done. See Metrorail cannot control passenger-related incidents, broken rails or faulty signal due to the old infrastructure, and because they operate in an open environment they are also not immune to criminal activities [this is a separate blog]. Metrorail can however ensure that they do proactive customer communication and not leave commuters stranded with more questions than answers.

Recently I invited senior Metrorail managers to join me for 10/15minutes just walking on the platforms of Cape Town station and witness the lack of [proactive] communication. The Regional Manager was on official business and could not join but the Customer Service HOD and Marketing Manager met up with me.

Normally when management make an appearance there are no problems, not even a delay. This unannounced visit showed them the reality we have to face daily though. There were platform changes with no announcements and staff on the floor was not informed. This led to the 15 minute observation turning into 40 minutes, notes were made and certain actions immediately implemented. The two even made time to assist commuters who were confuse where their train is.

Days after this various inter-departmental meetings were held and remedial action will over the next few days and weeks be implemented. Many of the suggestions I made have also been accepted and implemented.

Case 2:

If you have never been in an overcrowded train, you have probably never traveled via Metrorail. Recent arson and vandalism incidents caused train cancellations, adding pressure to the already overcrowded trains.

Metrorail’s TrainOps made some adjustments to ensure not a lot of peak trains are cancelled. Two things they might have missed are that (i) atleast the first two peak trains will be overcrowded and (ii) they don’t travel in commuter peak time and are not squashed like sardines.

I took one line, went to the drawing board and by scanning I made a proposal to Metrorail to lift the burden on one of the first peak trains of the line. Making the proposal I had to keep in-mind limited available number of sets, other options available for commuters when cancelling another train and the pressure that would add to trains after it.

While I understand their challenges, I refuse to negotiate on two things:

1. Metrorail’s operations cannot be business as usual,

2. There should be proactive communication with synergy across all platforms

I’ve started moving Metrorail’s mountain, and there’s no stopping now.

Be honest not Metrolies

I have to start this piece by stating my “fight” with Metrorail has never been personal, nor have I ever criticized an individual. If you carry the portfolio, then you have to deliver to expectations and the unexpected.

I don’t need anyone to tell me, I am well aware many within Metrorail feel offended when I say certain portfolios are incompetent. Someone once said only someone who is guilty will feel offended.

When criticizing Metrorail I have always done so with facts and yes I have been proven wrong on an occasion or two.

Metrorail’s problem is that every department works like an island. Many within the state owned enterprise are also so focused on their own thrones; they forget the company operate with infrastructure older than six decades causing many of our frequent delays.

Since the parastatal declared itself in the ICU in March 2014 it made a good recovery with a few relapses inbetween. Metrorail however slipped back into a critical condition in March 2016 – without them even knowing this.

It is two years since I wrote Metrorail now Metrofail and despite undertakings from the company, nothing was implemented to address their lack of effective communication.

In April 2014 I proposed some more solutions to this disaster waiting to happen and despite some of it being implemented; it seems many staff are still on a delayed train, when it comes to implementation.

I’ve had the privilege of visiting Metrorail’s heartbeat and my first observation was that there is an I in their team work. Apart from a few staff changes, nothing in that Operational Centre has changed.

The decision-makers at Metrorail are well aware of what should happen. Flip they even had a presentation on effective pro-active communication being done for them and two documents on the status; challenges and solutions of our Railway service to their disposal.

So why are commuters still in the dark?

See besides many not knowing how to get off that island, there are also those who don’t want to be the odd one out and criticize what is wrong.

Many are also caught in the culture of apologizing for the inconvenience and look or make up an excuse – instead of taking my 2014 advice and just speak the truth.

Customer Communication is not a priority for Metrorail, was it a priority they would have:

• Revised the invisible Customer Service Communication Policy
• Implemented a more proactive strategy approach
• Be honest with commuters and not apologise for what they cannot control
• Make up excuses why key departments cannot address challenges head on
• Made so many errors in announcements and SMSe

Customer Communication is not a priority, because meeting financial targets – for the organisation to keep its head above the water – is.

Despite the above Metrorail is not all bad. There are many talented and competent individuals at the company. There is also nothing no one can do or say that will do any more harm to Metrorail, than the critical state it is in already.

Metrorail should thus apart from learning the word team, also learn to communicate the truth and tell a thing as it is.

Metrorail gets revenue and commuters?

Metrorail on 12 June 2015 decided to drop the bombshell and announce their intention to increase ticket prices from July 1^st. 

Now this came as no surprise to me as I was engaged prior to this announcement but I also knew last year it was coming – in fact I’ve known for the past 5 years.

Before I try and become harsh on Metrorail for the increase, let me first try and be objective and share the following that comparing to 2014 there has been some of improvement: 

• Speed restrictions that were imposed early last year have been lifted at most of the sections.
• Morning and even evening cancelled trains came down from 14/15 at a time to three/four (not ideal but it is an improvement).
• Security is my biggest concern and with Metrorail not immune to social challenges, there has been an increase in guards on trains – again not what it should be but an improvement. The challenge now is to get the railway police back on our trains, preferably times and areas most vulnerable.

Why the increase:

Besides the obvious fact that everything is increasing, Metrorail for three/four years had no fare increase and this led to a 16% increase when they eventually had to implement one (something I as a commuter would not want again). The then management made a commitment towards commuters to never place such a huge burden on them again, but to do that annual increases are needed.

Maybe worth mentioning that it is Prasa and not Metrorail who decide on fare prices, although Metrorail gives input. Also worth mentioning that following last year’s outcry, for the first time, the minister of transport this year wanted to see the fare increases and Prasa had to justify them – she is yet to sign off on them.

 

Metrorail is like any other business and a household, who has to make money to survive. With the announcement the Regional Manager stated they taking a pro-poor pricing strategy for weekly and monthly ticket prices. This means Metro-users (third class) pay for only 6.5 trips per week but have the option of 14 trips including weekends. Metro monthly tickets are priced at 3.1 weeks travel but your ticket allows you to travel for 4weeks.

Considering old assets beyond their design life, obsolete technology and extensive open system vulnerable to vandalism, land invasion, service protests and vagrancy that contribute to the maintenance burden – yes an increase is needed.

Expectation:

Ideally I would have wanted the transport minister to ask Treasury and public enterprises for a bigger cut of the pie and joint venture to fast-track the improvement of our old rail infrastructure.

Seeing as train tracks beyond Stikland and most of the tracks beyond Kuilsriver on the Northern Line belong to Transnet, I would also expect the transport and public enterprises ministers to be bold enough to transfer those tracks to Metrorail to ensure better service, as their hands are currently tied. 

Having said that too many freight trains operate in commuter peak-time and even though goods trains bring in more revenue than commuter trains, the two ministers can make a decision for freight trains not to operate in commuter peak – as the past year have seen too many of them fail in section leading to commuter trains being delayed for up to three hours.

What Metrorail cannot ignore:

Metrorail’s biggest challenge remains customer service communication – I comfort myself with the fact that the Regional Manager not only understands the importance of this but also the frustration of thousands of commuters and is trying his best to make sure this is being addressed. 

It is also comforting to know the Regional Manager occasionally takes a train “undercover” and addresses issues like no announcements, electronic boards that are off, etc.

Metrorail has stated the fare increase is unavoidable. Let’s be honest so is train cancellations, delays, vandalism, defective tracks, trains failing in-section (I do hope and pray though no derailment) the next few months, and thus should proactive communication also be unavoidable.

It is highly unlikely that there will be no increase, so it should be highly unlikely there should be an hour with no customer communication (should be comforting for the tech savvy to know we still have GoMetro and @CapeTownTrains to keep us informed - last mentioned made some major improvements past few months and should be deployed to assist the struggling Gauteng and KwaZulu-Natal regions)

Metrorail is going to get their revenue (with the increase), so now us commuters should get better more proactive customer service communication.