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.

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.

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.

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.

Has Metrorail lost the plot & compassion?

Metrorail Western Cape experienced their worse day in the past 3 years yesterday and the funny thing is they could have avoided it if someone took ownership, responsibility and had the courage to stand up and lead – unfortunately their leadership skills are on one of the trains that are delayed.

Two things frustrated me: that they could have avoided the chaos and no senior management were on trains, even though they knew trains would be delayed for more than an hour.

This led to me first sending an email to the Regional Manager and his senior team and then to the minister of transport, Dipuo Peters. Here’s an extract of both:

Email to Metrorail Regional Manager

Drivers don’t have any communication with operations and at least two trains are standing outside Brackenfell, while buses are at the station, not transporting commuters

Now I would like to know:

1) Which bright spark at Metrorail decided to approve one line to be open, after operations decided Wellington trains will go via Stellenbosch on the Muldersvlei Line? Surely it does not take a rocket scientist to know that if there was a derailment a line will be closed and fixing that line will take hours - even if one line is open. Why still have all trains go that route and cause trains to be delayed by up to 3/4 hours.

If those trains went via Stellenbosch they would have been delayed by max 60 minutes.

2) Why would drivers have no communication with Operations? We live in 2015 and everyone has a cellphone so no communication should be the last of Metrorail's silly excuses.

3) Why is the Regional Manager and ALL his HOD's not on Wellington trains explaining to commuters the chaos and assisting.

Here's a quick reality check:

(a) There are parents on those trains who will have to pay their Day Care mothers extra (per hour) because Metrorail again failed to plan better.

(b) There are people on those trains who missed out on opportunities thanks to Metrorail.

(c) There are people on those trains who will sign warning letters and face disciplinary action because Metrorail thought it could operate with one line.

Dear Regional Manager, you have in the past six months failed to publicly hold anyone responsible for incompetent decisions or take full responsibility for chaos on the lines, my humble request is that you not let this opportunity pass and not hold staff accountable!

Email to Minister Peters:

Currently Metrorail Western Cape is in chaos and the management is refusing to admit they have made errors today.

A Metrorail Western Cape HOD told me that even though there are managers at the station, Head of Departments don't get on trains (to engage with commuters) on the chaos. The HOD maintained this even after I said not even the Customer Services and Communication HOD's. People have been on trains this evening for four hours and the statement by a senior Prasa employee is TOTALLY unacceptable.

Metrorail was well aware of this chaos, and could have avoided this. Still their senior management don't see it important for them to be on a train engaging commuters and then I ask myself has this really become a money making business with NO human factor.

HAS METRORAIL NOW REALLY LOST THE PLOT AND HAVE ABSOLUTELY NO COMPASSION FOR THEIR FELLOW MAN/WOMAN?

Checking Metrorail's tickets

I have been criticizing Metrorail for some time and frankly I’m not yet planning on stopping to help them create a better service.

See I was once told I should be the change I want to see, and I’m really trying hard in helping Metrorail create the change I want to see by being an active commuter who:

1. Tap them on the shoulder when they do something good – not really a lot of those moments, but they there.
2. Share information with Metrorail that could help them better their service and this would include incidents on a train or line or station – they just have to do the follow-up.
3. Criticize them to better their service, especially customer service and communication.
4. Share information and assist fellow commuters with information.

I’ve written a few blogs on Metrorail and the terrible service. I’ve admitted that changing the system will not happen overnight and a better rail infrastructure will not appear as cable theft increases. There are three things Metrorail can implement and make a priority ASAP, for this to happen the different departments within the rail operator should work more integrated.

With the above as background, in November I was challenged to one day in peak time check train tickets at Cape Town station.

Obviously I was nervous, who wouldn't be, if you check the small font on the tickets.

I was given training, for about 5 minutes – due to security reasons I cannot give more details on this.

While I have new respect for ticket verifiers, my opinion on the way they work has not changed though.

I enjoyed the experience and learned a few exciting things. It was also exciting to see such friendly and some really grumpy faces early in the morning.

Checking all the info on a ticket, counting and greeting makes it a challenge to say how many people come pass you. All I know is that atleast seven trains stopped and those commuters came pass me – and this is not even adding those entering Cape Town station going to platforms. I would say I counted about 30 to 40 if not 45 tickets per minute, almost at the average, for a rookie.

Now that I have been to Metrorail’s operational centre, taken a trip on their Tourism Train and even check tickets, I have a few other things on my list to experience with Metrorail.

Metrorail's Bellville secret

Overcrowding at Bellville station on a typical winters day, with all exits open and electronic notice boards working.

The secrecy regarding Prasa/Metrorail doesn’t stop with their whole make-over.

It would appear as if majority of staff are in the dark as to just what building is under construction at Bellville. Metrorail, oops Prasa, will move their operational centre (currently on Cape Town station) to Bellville station.

Now one could ask if this move is being done to restore the confidence in the ailing railway service amongst commuters on that line. Taking into account that Metrorail cannot see what is going on, on tracks beyond Stikland and moving the operational centre closer to stations they cannot see, staff and commuters might have more confidence.

Personally I think they are making a big mistake and should rather have spent the money on equipment at the current CMOCC as well as on security – would appear as if like customer service, security is not that important – for commuter’s atleast.

The other issue with Bellville is that the current construction goes against building regulations and I’ve pointed this out to Metrorail, who basically ignored my email.

Currently there is only one subway with one entrance/exit commuters can use.

Should anything happen at Bellville station and there need to be an emergency evacuation; hundreds will not make it, because there’s only one exit. And anyone who has been in that subway in peak-time would understand my statement. (it’s even impossible for me to make a video and add it to this blog)

When raising this issue with the current station manager, she indirectly admitted that it is something Metrorail failed to take note of and raise and I should know construction is not being done by Metrorail.

Now this made me ask her, so you who manage and work at the station everyday could give no input! There is a delay on that answer.

boards at Century City also off.

To make matters worse, electronic boards at the station are out of order, due to the construction work. But typical Metrorail there was no planning for this as there are nowhere on the station a notice apologising for the inconvenience and saying notice boards are not working.

It took Metrorail a month to admit electronic notice boards are out of order.

While I wonder, I also know not the Regional Manager, or any of his HOD’s, the Area Manager or the mentioned station manager has walked on those platforms since construction started. 

If they have, they would have known the seriousness of the situation and had contingency plans in place by now – this is now if one would assume they really care about commuters.