Metrorail's missed opportunity

Overhead electrical wires in one of Metrorail’s coaches that caught alight, led to about 15 commuters ending in hospital on Sunday 17 August. The incident happened just outside Soetendal-station, between Wellington and Hermon. The Worcester train is like the one traveling to and from Malmesbury, everyday, the only one and basically the only public transport many can use to get to the heart of the Western Cape.

The Worcester train was cancelled Monday morning and replaced with a bus service, just a pity buses were 60 to 90minutes delay, almost like the train service. At some, wait – most of the stations there were no staff to inform commuters if buses are on their way or not.

To make matters worse the same train, that went operational Monday afternoon, failed in-section. This makes me wonder

(1) How was it approved to be ready to be used again?

(2) Who approved it?

(3) Who will take responsibility

That the incident took place, is not a surprise, we have an old rail infrastructure and I touched on this in two previous blogs Cape Town Trains is Metrorails e-Toll.

What frustrated me though is:

The train departed Cape Town station at 16:53 and after the train had a few stop and go moments I inquired and at 17:17 was told it is delayed due to a faulty set. The train arrived about 20 minute late at Bellville – where it stood for another 15 to 20 minutes. An announcement was made that the said train is delayed due to a faulty set. The Worcester train eventually moved but failed at Brackenfell – during this time @CapeTownTrains tweeted the train is delayed due to a faulty set. At 18:55 came a tweet the train has been cancelled – this after it’s been standing at Brackenfell for more than an hour. No staff-members were insight and no announcements were made.

I learned that the delays are due to cable theft at Huguenot station and the faulty set – it is sad though that Metrorail’s Customer Services cannot communicate this to commuters, almost as sad as the fact that no staff were at a station.

Metrorail’s Regional Manager, Richard Walker, is said to be serious about customer service. His actions, does not speak of this and if he’s to be believed, Walker missed a golden opportunity Sunday evening to prove it. He also missed the opportunity Monday evening.

Nothing is more important that the commuter

So if I were Walker and I got the call Sunday evening of the train accident – with 174 km, the longest possible route on a commuter train in South Africa – I would instruct all my senior managers/HODs and rush to the scene. I would make sure my Communication, Marketing and Customer Service-managers and teams make sure we show that through this tragedy, commuters and the general public see, Metrorail cares. I guess if that was the case, I would have read a headline Monday morning “Metrorail cares” and not “Train catches fire”.

Walker is quoted in the media as saying Metrorail has a contingency plan that is activated in case of an emergency and that staff assist commuters out of the train if it is safe to do so. Metrorail might have a contingency plan, the activation time should however be question and that staff assists commuters seems to be a myth and still to be proven as a fact.

In conclusion: It is interesting to note that no Metrorail manager has ever said they would take a Worcester train in morning and afternoon peak – especially when there are massive delays – to experience the commuter experience. I will not hold my breath that this would also happen anytime soon.

Also read: Visiting critical but not stable Metrorail

Why Communication is Important for Metrorail

It is no secret that I criticize Metrorail, especially their communication with customers and I will continue to do so. 

I have however been asked and also accused of wanting to be their communication manager.  That is the reason behind this post.

At the moment I am not interested in the position as the position is not vacant. In my view though, the Communications Manager is more an Information Manager. Reason for this is captured in part two of why I feel communication is important for Metrorail. Although mainly because she through an advisory/press release inform and don’t communicate.

Part Two would be:

“Communication is a process in which a sender conveys a message in a chosen medium along a communication channel to a receiver, who interprets the message and responds to it” writes Althea du Plessis in her book “Communication for Selling”.

She goes on that Communication in its numerous forms can be seen as the most important human activity. I agree with this and with the statement that misunderstandings because of ineffective communication are costly in terms of money, time and human relations.

Part one would be: the open secret that Metrorail’s troubles will not disappear overnight, nor would fixing the challenges happen overnight – it is thus important for Metrorail to communicate effectively and proactively in order to try and restore confidence amongst commuters.

I’ve tweeted this and mentioned it to the former and current Regional Managers, Metrorail Western Cape don’t lack resources to communicate effectively. Before and while visiting Metrorail Western Cape's Operational Centre (CMOCC) I've identified the Regional Manager lacks the buy in and commitment from the management and staff. If Metrorail really cares about their customers/commutes they would make communication their number one priority.

Friday I met newly appointed Cape Metrorail Regional Manager, Richard Walker (who is no stranger to Cape Town). We had a very good engagement and it would appear as if Mthuthuzeli Swartz left the struggling company in good hands. 

Richard is committed to better communication and will bring in new communication tools, revise current ones and bring back old tools that worked.

The new RM is customer orientated and understands the frustration of commuters. The real results would however be in how his management and staff will support and work with him to deliver a better service to 60% of the Western Cape's commuting community.

Back to the Communication Manager

If I were the Communication Manager, there are three things I would immediately do:

1) Make sure I take a train trip once a week in morning peak and one in afternoon peak to do a quick survey amongst commuters on their experience of Metrorail’s communication with commuters are the different stations. This information I will share with the management and can be used to better the service.

2) I would use MyLine and explain reasons for delays or cancellations in the previous week and create a platform where customers can share their ideas to better the service.

3) I would be visible when there are massive delays in peak time. Even if it means taking a car to one of the bigger stations like Bellville, Mutual or Salt River and engage with commuters.

Also read: Metrorail's new shock