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.

Metrorail's Year of Chaos

We host one of the Seven Wonders of the World and this year Cape Town was also the World Design Capital, unfortunately two days after the annual Cape Town Carnival, thousands were stranded and frustrated when trains were delayed by more than an hour.

The mess took place because a train derailed, a week after Transport minister, Dipuo Peters, took a train and engaged with commuters.

Back in March I wrote that Monday 17 March is probably a day Metrorail staff and commuters would not like to see be repeated – unfortunately it was.

On numerous occasions I’ve said that with our old infrastructure and stock, we will probably see more delays and who really knows when the new trains will be operational.

Metrorail’s year in a nutshell can only be described as chaos. The only good story would possible be GoMetro (which is not operated by Metrorail) and then there’s the Twitter handle @CapeTownTrains.

Metrorail’s overall communication though was not up to standard, definitely something a commuter should not count on (I’m trying not to use the words incompetent). The fact that their website had a slow death is not helping them either. Besides the lack of communication, there’s also a lack of senior staff when all hell breaks loose…

I was privileged enough to visit Metrorail’s Operational Centre, I also build extremely good relationships with Metrorail staff and was even described by Transport Minister, Dipuo Peters’ as Metrorail’s number one critic (and I haven’t failed at doing that).

Despite their Year of Chaos, senior Metrorail staff still fails to understand the frustration of commuters when trains are delayed. This statement I make because not once when trains were delayed for more than 30minutes, did any senior manager of Metrorail/Prasa take a train with commuters.

EMPTY PROMISES

On Tuesday 25^th March, former Regional Manager Mthura Swartz announced safety critical interventions. There were no time frames and deadlines and the four months added later, was clearly missed. Other measures announced:

• Metrorail in a way stabilized the railway network, but was hit by cable theft and their response: we apologise for the inconvenience.
• The commuter I am, expected atleast better customer service and communication, I’m still waiting on that.
• A second train for Worcester was also announced, and we still waiting on that empty promise.
• Their sms system was revived, and I can actually understand why it had a slow death – it’s more delayed than trains.
• The Twitter handle has moved from updating every 20 to 30 minutes to more frequently and even engage with commuters (atleast something Metrorail can be proud of).
• Despite recommending that the MyLine be used more proactive, it is now being advertised and handed out. I still feel it is a waste of money.

Metrorail’s problem is not having an integrated policy/strategy for their departments and a Customer Services and Communication sections in it. This I told them in April.

I also shared with them not to complicate things and give certain technical information with illustrations and images. There’s slow progress with this though.

I also advised Metrorail to be more honest with commuters and there’s even progress with this.

FREE WI-FI

In June free Wi-Fi at Cape Town station was promised and I welcomed this by saying Metrorail cannot promise a reliable service in 2014, they could promise better communication and customer service and give the Wi-Fi as some sort of compensation.

As we know better communication, customer service and Wi-Fi are all delayed with the trains.

Cables were installed and there’s actually Wi-Fi on Cape Town station, but due to some issues and Metrorail’s forever red tape, this is not announced.

Wi-Fi is not and can never be a substitute for the poor service, Metrorail should be applauded for the initiative though – that’s once they decide to implement it

Despite Metrorail’s missed opportunity, Metrorail’s delay, Lack of Communication, empty WiFi promise, they do have a good story to tell, their RailTourism train.

While I might have lost hope in some senior staff, it is Metrorail’s good story and my continuous interaction with senior Metrorail staff that I still have hope.