Metrorail: The Rail Disaster

Cape Town mayoral committee member for safety and security, JP Smith summed up the city’s embattled rail infrastructure as: “People talk as if Prasa [Passenger Rail Agency of South Africa] must still collapse. It has already collapsed.”

Once upon a time Metrorail was the backbone of transportation in the Western Cape.

No longer is the rail company the prime mover of most of those who contribute towards the economy in the province.

Commuters are subjected to daily train cancellations and, for those fortunate to get a train, it is almost always delayed.

Multiple factors contribute to the frustrating situation.

Most delays are due to obsolete infrastructure, the result of decades of disinvestment in passenger rail.

To make matters worse, there are daily incidents of vandalism and, since October 2015, there have been frequent train-related fire incidents.

“Commuters no longer depend on Metrorail because the failures of the rail agency are forcing them to make use of their own alternative transport,” said Dan Plato, Cape Town’s Mayor in waiting.

In January, Prasa went as far as to admit the system had derailed and that it was unable to guarantee a safe journey to commuters.

Fast forward 10 months to the beginning of October, and the Rail Safety Regulator (RSR) issued a suspension notice to Prasa which read: “Prasa Rail cannot demonstrate confidence to the RSR that it has the ability, commitment and resources to properly assess and effectively control the risks arising from its railway operation – to the detriment of the safety of those who may be affected by its railway operations.”

Two days later, Prasa dragged the RSR to court in a bid to stop the regulator’s intention to cancel train operations. In a supervisory order, Prasa was told by the Pretoria North Court to “stick to the safety requirements of the RSR or end up being cancelled”.

Judge Cassim Sadiwalla said: “This is a case of national importance. Prasa is responsible for creating a safe rail environment for employees and commuters.”

This reiterates a 2015 Constitutional Court ruling that Prasa had an obligation to protect commuters from any form of incident.

The directive by the RSR relates to the every-increasing number of manual authorizations of trains. This means Prasa’s maintenance management is not improving.

Prasa spokesperson Nana Zenani said: “At least 33% - or 165 488 – of the manual authorization incidents in the country are because of vandalism of signal equipment and cable theft”.

In terms of the court order, Prasa is obliged to give monthly written progress feedback to the RSR and the judge. The rail operator may also not deploy or use new rolling stock without prior approval by the RSR.

Furthermore, a comprehensive integrated asset condition assessment report – for all of Prasa’s railway infrastructure – needs to be handed over to the RSR by March 2019.

Metrorail Western Cape spokesperson Riana Scott was initially not keen to respond to a list of questions regarding train operations, security and customer communication, and their direct effect on commuters, staff and stakeholders.

Zenani referred all questions on the state of Metrorail Western Cape to the regional manager, Richard Walker.

“The operational responsibility in the Western Cape is with Walker and his team. They should account for operational matters.”

After doing so, Scott said: “Re-signalling for the Cape Flats Line and Southern Line between Salt River and Fish Hoek is complete. Central and North have yet to commence.”

When asked about plans to start on the other lines, Scott said she could only respond with the information she had available.

Walker, in August, told members of the media re-signalling for Central Line would start later this year to early 2019 and North between late 2019 and mid-2020.

On the effects of re-signalling, Scott explained: “Experience has shown the inadvertent impact of migration to new technologies has sporadic service system failures as part of commissioning and testing new technology.”

This, together with old infrastructure has largely contributed to major service disruptions.

At this stage there is no due date for completion.

While Metrorail and Prasa have yet to admit as much, frequent commuter experience has shown that until upgrades have been completed, commuters are in for a long tough ride.

Customer communication – the one thing Metrorail can control – does not seem to be a priority. This is also evident from the hundreds of complaints you read on social media.

In August 2017, Walker admitted to members of the Western Cape provincial legislature’s standing committee on transport that “Metrorail is not communicating enough with commuters.”

In February 2018, Prasa group executives told members of the parliamentary portfolio committee on transport “Commuters would be happy with more communication.”

According to Scott: “Customer concerns are assessed, and efforts are made to educate, elaborate on and explain issues.”

Like her boss, Scott concede that many complaints relate to lack of communication.

“Trains have no on-board announcement capability,” she said. “This leaves Metrorail reliant on SMSes, via an external service provider, on social media and on centralised announcements.”

Scott added not all stations have operable announcements systems.

“Stations with operable systems can make local announcements and loudhailers are available to be used at stations by staff.”

She further explains: “As modern systems replace outdated ones the integration of information is often temporarily not possible. Like information on electronic display boards often misaligned to real operating conditions during service interruptions.

Plato, who attempted to catch a train this week from Mitchells Plain to Cape Town station to experience first-hand what train commuters are subjected to, said: “Until problems at top level are not resolved, it is commuters who will continue to suffer because of a lack of action.”

In February, Economic Freedom Fighters MP, Nontando Nolutshungu, told Prasa: “Commuters only want to know how you take them to work or home and what are you doing if trains are cancelled.  There should be a simple plan.”

DA MP, Manny de Freitas, was less diplomatic, saying “Prasa has no clue what is happening on their tracks. This justify the frustration amongst commuters”

Transport portfolio committee chairperson, Dikiledi Magadzi said: “Commuters hanging on trains are torture and Prasa officials are not realistic when talking about modernisation plans.”

Apart from all the vandalism Metrorail Western Cape has since October 2015 lost half their trains sets in train fire incidents. To date train carriages lost in fire incidents in 2018:

4 on 22 Mei at Retreat 2 on 30 Mei at Ottery 3 on 18 Junie at Steenberg 2 on 25 Junie at Philippi 7 on 21 July at Cape Town 5 on 26 July at Retreat 2 on 28 July at Cape Town 2 on 21 August at Koeberg 5 on 28 September at Dal Josaphat 2 on 28 September at Firgrove 1 on 28 September at Cape Town 8 on 9 October at Cape Town

In the Ottery incident Leigh Jansen sustained third degree burnt wounds. A 35-year old female commuter, originally from the Eastern Cape, died in the fire. She was not the only train fire casualty.

In January 2016 navy cadet Gerald Gouws died in a train fire at Glencairn. It took DNA-test two months to confirm the identity of the 23-year old from Uitenhage in the Eastern Cape.

It remains a mystery who is behind the suspected arson attack at Metrorail. All stakeholders agree it is a well-orchestrated plan to destroy rail transportation.

In July while visiting torched carriages transport minister dr. Blade Nzimande said: “Prasa spends thousands on security but there is no value for money.

He declared the rail operator in the province a priority, but since then more carriages went up in flames and no plans implemented.

Magadzi is more frustrated that there is no movement at Prasa and said: “It is a concern that Prasa receives money to improve security, but it is not used for that. There is just no improvement.

Commuters want to know how is it that trains burn, even with a security presence on platforms.

In the province, Metrorail has only 1845 security officials. Of these,789 are employed by Prasa; the rest are contracted security.

These include officials who do special investigations, administrative duties, staff on leave and/or training.

In support of these officers, a joint project by the city, the Western Cape government and Prasa was meant to be launched this week. There was, however, a twist: The deployment of the City’s rail unit was delayed as it was still awaiting permission to operate on Prasa infrastructure.

Cape Town mayoral committee member for transport Brett Herron sum up how commuters feel: “To travel the way thousands of train commuters do daily is unimaginable. The conditions are horrifying… In my opinion unconstitutional!”

This is an unedited version of an article originally published in City Press on Sunday 21 October 2018

No, Prasa, you not the victim

“Prasa can only lie and should stop playing the victim”

These are the two things stuck in my head after a recent meeting of the parliamentary portfolio committee on transport.

On the agenda was the Passenger Rail Agency of South Africa, briefing members of parliament on the current challenges commuters face daily and safety aspects.

Halfway through the meeting and the chairperson gets up, turn her back to the meeting where I’m seated and says: “Prasa is lying”.

And then Dikeledi Magadzi, MP, walked out because neither she nor any of her colleagues are getting any answers to their questions.

Upon her return, just before the end of the meeting, Magadzi said “Prasa don’t listen. "They get 48 hours to report come back after 14 days with the same plans that says nothing.”

Prasa had nice big words, but that did not impress MPs.

I am still not sure if I am shocked or disappointed in Prasa’s presentation.

They considering mini-operational centres at stations, to improve communication to commuters.

Some of the other plans is to keep commuters informed with SMS notifications and use social media more effectively.

As a commuter myself it was traumatizing to sit and listen to the presentation.

I’m not sure on what delayed train that presentation came, but Prasa clearly has no idea what is happening around them.

I’ve been a commuter since my varsity days and back then already we received SMS notifications. Announcements at stations probably came with the stations. And social media, well this has been used for nearly five years now. BTW: I was the first person to use the hashtag #TrainReport in 2013.

Prasa did admit people are suffering, arrive late and are given warnings at work and this because Metrorail cannot deliver the service thousands of commuters deserve.

Now if you know this, what are you doing to change it?

One of the big guns mentioned about some law or policy. To be honest he lost me, because I prepared myself to hear about this or that plan.

Luckily one of the MPs came to my rescue when he stopped the Prasa-manager and said: “We not here for a workshop, go give it to Prasa employees. We want answers and plans that will ensure a safe and reliable train trip for commuters”.

Prasa should be ashamed at their presentation, where they play the victim.

With unemployment in the Western Cape at 19.5% people are literally clinging to their job. But Metrorail is sabotaging everyone’s job security.

Employers also don’t believe the excuses that trains are late every day.

In January Prasa blamed an increase in crime, lack of investment in passenger rail transport and the cost of modernisation.

Two Prasa board members then admitted things look impossible and there is no alternative plans to assist commuters.

The worst is probably that Prasa officials don’t even sit with a “we apologise for the inconvenience” expression.

Original piece appeared in Son of Friday March 9^th 2018: Read Here

Spore het hoop, maar bied nie kitsoplossings

Dit is nou al amper 40 minute en daar was nog nie eens ’n aankondiging nie. Die treine is al weer laat. Dit raak nou ’n gewoonte – treine is meer laat as wat dit betyds is. Kommunikasie is ook nie een van Metrorail se sterk punte nie, want glo dit of nie – met al die treinkansellasies is daar nog meer treine as aankondigings.

Op die platform wonder ek wanneer kom die verdomde trein, want ek het klaar ’n kaartjie gekoop. Ja, dit is hoe duisende pendelaars baie keer voel en dit is iets wat duisende daagliks in die gesig staar.

Ek raak nou moeg van die gewag en ek weet nie of daar iets gaan kom of nie. Wag, laat ek iemand bel.

Die daaglikse stryd en frustrasies van pendelaars is weens wanbestuur en korrupsie, maar ook swak of eintlik geen beplanning.

Die huidige diens kan jou nie ’n trein wat betyds is verseker nie. Jy is wel verseker van ’n oorvol trein, en nadat jy gesukkel het om in te klim moet jy oor die uitklim begin worry.

Vir dié wat nie treinry nie – dit is iets soos stoei se royal rumble.

Treine op die Wellingtonlyn is met meer as 60 minute laat. Die probleem is glo ‘low overhead power’ tussen Huguenot en Soetendal. Ek is ook herinner daaraan die die spoorlyn tussen Stikland en Wellington en verder aan Transnet behoort.

Dis die ander probleem. Metrorail huur slegs die gebruik van die lyn, maar enige herstelwerk en onderhoud is die verantwoordelik van Transnet.

Net onlangs was daar ’n passasierverwante voorval by Brackenfell. Wellington treine moes via Stellenbosch ry, en dié tussen Kraaifontein en Stikland is aan hul eie genade oorgelaat. Dit was nou totdat ’n kontrole-operateur van Transnet op die toneel gekom het om enkellynwerk te begin. Dis maar net die operateur wat self elke trein van ’n sekere punt tot by die volgende neem.

Ek dink nou – ironies genoeg het ek vroeër vanjaar aan Metrorail se streekbestuur genoem dat hulle meer aandag aan die “vergete” lyn sal moet gee en selfs voorgestel dat ’n senior bestuurder die verantwoordelikheid vir kliëntediens op die lyn gegee word.

Sien, Metrorail het een areabestuurder wat verantwoordelik is vir die sewe stasies tussen Wellington en Muldersvlei. Die aankondigingstelsel en/of luidsprekers by talle van die stasies werk nie, of dié waar dit nie werk nie het nie draagbare luidsprekers nie of daar is nie ’n personeellid om sy of haar lewe te waag en aankondigings op die platform te doen nie.

Wat my dikwels grensloos irriteer is “make use of bridging transport” – net mooier bewoording vir “kry alternatiewe vervoer”.

Dit het my een oggend só op die spore gedryf dat ek Metrorail se kommunikasiebestuurder moes WhatsApp en vra kan hulle nie eerder sê “regrettably Metrorail has no buses available and commuters are advised to arrange their own transport”.

Hoe ironies dat ek dit nou juis in vervoermaand moet noem, want nie net word baie min tot geen aandag aan veral openbare vervoerdienste in landelike gebiede gegee nie, maar baie van die landelike gebiede het geen openbare vervoerdiens nie behalwe vir taxi’s wat jy dalk net tot 18:00, of as jy gelukkig is 19:00, gaan kry.

Kort voor sy aanstelling het die minister van vervoer, Joe Maswanganyi, in ’n parlementêre portefeuljekomitee sy kommer uitgespreek dat Metrorail so baie huurgeld aan Transnet betaal.

Met sy besoek vroeër die maand aan die Kaapstad-stasie saam met Prasa se groepbestuurshoof, Lindikhaya Zide, moes ek net vra wat gedoen word om beter kliëntediens en kommunikasie aan pendelaars op die Wellingtonlyn te verseker.

Metrorail probeer al geruime tyd spore wat aan Transnet behoort, oor te neem. Sake het al só gevorder dat ’n verslag op die tafels van die twee betrokke ministers lê.

Zide het in reaksie gesê Prasa en Transnet gesels oor die oordrag en ander tegniese aspekte en hoop om binnekort ’n aankondiging hieroor te doen.

’n Dag later kondig die Stad Kaapstad weer sy voorneme aan om die bestuur – eintlik die begroting – van Metrorail oor te neem. Terwyl sommige jubel en juig oor die moontlikheid, is dit belangrik om te weet huidige wetgewing, en die nasionale ontwikkelingsplan, weerspreek dit.

Die Stad Kaapstad het ook geen jurisdiksie oor die ander ses munisipale grense waardeur Metrorail ’n passasierspoorvervoerdiens lewer nie.

Ek kan egter nie help om te wonder watter soort diens my medependelaars van Malmesbury, Klapmuts, Stellenbosch, Paarl, Wellington, Hermon, Saron, Riebeeck, Ceres, Tulbagh en Worcester sal kry nie.

Hoeveel langer gaan hulle moet wag as dit ’n kontrakteur is wat treine in daardie gebiede bestuur of as daar ’n voorval is? Die stad is dalk nie die oplossing nie en hoe langer Transnet daarmee sloer, hoe langer wag ons.

Ek besef nou ek is buite Kaapstadstasie. Die foutiewe punte of seine êrens by Soutrivier of Woodstock of waar ook al is reggemaak en my trein trek amper 30 minute laat op Kaapstad-stasie in.

Hoewel daar hoop is, blyk dit geen kitsoplossings is op ’n Express-trein vir my en my mede-pendelaars op pad nie.

• Hierdie Post Scriptum opinie het aanvanklik in Paarl Post van 9 November 2017 verskyn.

Overcrowded delayed trains anticipated next 2 years

Trains in the region are subjected to be overcrowded and delayed for the next 18 to 24 months. 
Nope not an SMS-notification or announcement but what members of the Western Cape Provincial Parliament’s Standing Committee on Transport were told during a briefing by Metrorail.

Ironically the meeting started with the Metrorail delegation being delayed – not from a train, but security processes signing in.

The rail operator painted a picture of crime crippling the network, preventing it from delivering a reliable service to it’s hundreds of commuters.
Metrorail requires 88 train sets to operate a normal service, but has since October 2015 loss 101 carriages in arson-related incidents. The result? shorter trains and train cancellations. It also stated five years ago no one bothered with trains but these days more of Prasa assets are targeted.
It managed to make 200 arrest in July, 127 less than the 327 in February this year. What is interesting about this figure is for the year there has been no arrest for pick pocketing and only one for a fraudulent ticket – in March.
“It would appear as if Metrorail is now more focused on taking on rail crime than running trains,” said Nobulumko Nkondlo (ANC).
For Masizole Mnqasela (DA) it seemed as if there is no relationship between Prasa and the justice cluster, while his colleague Mark Wiley wanted to known if the State Security department is part of Metrorail’s specialised task team.
Metrorail says they not shifting the blame, but appeal that the different government agencies work with them for the rail operator to deliver a service. “We need to know why trains are burning at 1am. It cannot be because of delays, those trains were not late.”

Committee chairman, Nceba Hinana, says what concerns him is people hanging out from trains.
Although it mentioned being active on social media, commuters able to check train updates via GoMetro and SMS-notifications sent to commuters, Metrorail admitted communication is a challenge, saying they do not communicate enough to commuters.
Regional Manager, Richard Walker, shared with the committee that he himself commute by train and he also find it frustrating to arrive at a station and the electronic board is not working or don’t reflect a delay.
“One of the reasons why people board the first train arriving is because of the uncertainty if there will be a next one or what time it will arrive, adding to overcrowded trains. Part of attending to this is being more predictable.”
Metrorail’s train design team is currently re-looking the timetable and commuters could soon receive communication regarding a revised timetable, to take effect September 1st 2017. 

Two interesting points from Metrorail’s presentation of 50-slides, that even the honourable members failed to notice, is:
1) Their main stakeholder (commuters) is not included in the list of external support and partnerships.
2) Metrorail don’t now it’s own boundaries and where it runs a service. In it’s introduction it states its operations stretch across 6 municipalities and lists them as Cape Town, Drakenstein, Winelands, Breede River, Swartland and Helderberg.
Firstly a simple Google-search would have told them there is no Winelands and Helderberg municipalities. 
Secondly Metrorail’s operations stretch across: Cape Town, Drakenstein, Witzenberg, Breede Valley, Stellenbosch and Swartland.
The provincial transport minister, Donald Grant, also attended the meeting and said what is unacceptable is that commuters at times have to wait three hours for a train.
Metrorail reacted there exceptional cases do occur. 
ANC’s Cameron Dugmore says “we in agreement, Metrorail is failing and now we need to solve it together".  
He also tweeted what I’ve previously stated the problem is bigger than Metrorail. And continued: “he is not convinced the current plans are enough”.
He also suggested that Metrorail appear before the committee again, with fewer slides, and go into detail on the turn around strategy. Dugmore also want commuters and other stakeholders to be part of the meeting and give their input.
MEC Grant’s concern however is what is being done about the service for next week and next month.
Mnqasela gave the best summary of the situation: “we in a crisis and it cannot be business as usual”.


Metrorail’s solution is summarized in their accelerated turn around actions and includes:

• Increase train set availability from 60 to 65 in the next 3 months.
• Increase train set availability from 66 to 70 in the next 6 months.
• Increase train set availability from 71to 75 in the next 9 months.
• Increase train set availability from 76 to 80 in the next 12 months.
• Increase train set availability from 81 to 88 in the next 18 months.
• Reduce short trains from 86% to 50% of available trains.
• Increase reliability by
• Improving availability of rotating machines and wheels by fast track process to require components
• Availability of materials and spares by finalising regional tender process.
• Reduce signal infrastructure delays by rehabilitation of conventional signalling systems, migration of copper to fire, vandal proofing of signalling equipment and reinstatement of level crossings
• Reduce perway infrastructure delays by fast tracking procurement and approve contracts with Transnet.

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.

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'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

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.