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

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.

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.

Metrorail's Unanswered Questions

On Tuesday June 24th, 2014 at 09:38 am, I wrote an email with concerns and complaints to Metrorail Western Cape's Regional Manager, Richard Walker and his whole management. This email follows the morning's chaos and Metrorail's lack of effective communication with commuters. 
Ironically two days before this I wrote Why Communication is important for Metrorail.

After 8 hours of no response, I forwarded forwarding the email again to the whole management, saying how disappointed I am that I have not even received an acknowledgment that they received my complaint and if this is the type of service commuters get.
After more than 13 hours, Richard Walker responded that he was in a meeting - but failed to say why his Customer Services team could not acknowledge they received my mail. Walker's reply to my questions (which is below) was:
"I requested that management investigate the lack of operational information this morning. The Head of CMOCC has advised that it was human error and that appropriate remedial action has been taken against the responsible party. He has also in conjunction with the marketing & communications team revised response protocol to prevent a recurrence."

Walker and/or his Customer Services or Communication Managers have failed to answer my questions, instead raised more. This led to the following unanswered questions, which Walker and his whole management team have meanwhile decided to ignore (yet I am expected to pay for my ticket, but not allowed to raise any questions)!

1) Why were no Metrorail staff visible at stations, especially Bellville (where you reportedly building your new operational center) with all the chaos?

2) Why were there no announcements at stations about the delays. First announcement on Brackenfell was at 07:16 only saying next train will arrive in 5 minutes and this after I sent out two tweets that no announcements are made.

3) Why did it take @CapeTownTrains more than an hour to confirm Wellington Trains are delay? Could the manager in CMOCC not call Wellington/Huguenot stations to confirm if trains left on time or are you only depending on signals (whose faulty most of the time).

4) Why could buses not be used. Clearly CMOCC was aware of the chaos/delays at 7am, unless you tell me that Metrorail does not now where their trains are!

5) Who needs to authorize the buses and is there no way that you can send that person on a delay train to experience the frustration commuters experience?

6) What is the time-frame in which management should respond to complaints?

7) Hundreds of commuters will be signing warning letters or get fired (not paid) for arriving late at work. Will you publicly apologise and send out a statement regarding this (in my view your Communications Manager should have done this at 7am this morning)

8) Will you publicly accept responsibility that Metrorail failed commuters this morning and apologize to commuters? (again your Communications Manager should have done this at 7am).

9) Is your Communications Manager, Acting CMOCC Manager and Customer Service Manager willing to travel by train for a week to understand commuter frustration. Esp your Customer Service and Communication Managers should travel by train atleast three times a week - or don't they have confidence in the rail operator where they work!

10) Why are train doors not closed as promised by Prasa GCEO, Transport minister and former Regional Manager when they took a train in April?

11) No announcements were made at Vasco station and you requested the station manager to make contact with me. Is there a station manager as no one has made contact with me?

12) Changes were made to the schedule... Why or when was the website updated with the changed schedule?

13) The Worcester train was delayed at Gouda and according to @CapeTownTrains you could not inform commuters as Gouda is not Metrorail's jurisdiction. To say that is unacceptable. Commuters pay Metrorail when buying a ticket and expect a reliable service from Metrorail and that includes communication when their train is delayed. Because stations beyong Stikland belongs to Transnet is not what a commuter wants to hear and is irresponsible from Metrorail to use as an excuse not to know the train is delay. We live in the 21st Century, where children as young as 5/6 have access to a cellphone, surely someone in CMOCC has a cellphone to call the driver and ask why has the train not passed Stikland at 07:15 - this is the time it more or less passes this station and when CMOCC can start seeing trains on their system. I also find it strange that no one in Metrorail has ever thought of this, or someone did and someone else ignored it... 

Metrorail has failed to respond to the above, I have meanwhile answered my own questions and forwarded the answers to Metrorail - who've also ignored that.

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

Is free Wi-Fi good or bad for Metrorail

Metrorail announced that it would be rolling out free Wi-Fi on Cape Town station later this month and soon after that on the Southern line, before extending this to other lines. This benefit comes despite the crippling service where daily you hear of delays. I was asked do I agree with the Wi-Fi benefit.

This is my answer:

We should admit that yes Metrorail Western Cape is in the ICU and the service will not get better overnight (okay within three to six or even 12months). The lack of service is something I mentioned in a previous blog: Visiting critical but not stable Metrorail

While one can do the blame-game, this will not better the service and that is what should receive attention.

Metrorail Western Cape cannot promise a reliable service within 2014, but they can promise better communication with and to commuters with dedicated staff. They can also promise to take atleast once a week a train in peak-time to understand the frustration of commuters. 

Al read: Another day Another delay 

Now about Wi-Fi:

Data cost in the country is expensive, no matter which network provider you use. Anyone with a smartphone, using data will welcome free Wi-Fi.

Considering the delays and most people make use of social networks like bbm, whatsapp, Facebook and Twitter – if you late because your train is delay or has been cancelled and you need to take another one, you will now atleast not have to make use of your own data but the free Wi-Fi that Metrorail is providing, to inform your loved ones that you will be late and give an estimated time of when they can expect you.

I would think that students would be happy about this announcement as they can now download music with the free Wi-Fi and even movies.

Mthura Swartz, outgoing regional manager Metrorail Western Cape, explains
the Metrorail Wi-Fi

So do I agree with it?

If it’s Metrorail’s way of keeping commuters quiet? Then without a second thought, NO!
If it’s their way to try and compensate commuters? I agree and disagree. I agree because they want to compensate commuters but disagree for not keeping ticket prices the same in the current financial year due to the service being critical.

If it’s Metrorail’s way of admitting the digital world is expanding and want to give commuters added value? Then I agree.

Wi-Fi is not and can never be a substitute for the poor service, but Metrorail should be commended for this benefit that commuters will be enjoying. My only hope now is that Metrorail will better their communication and customer service.

Metrorail's new shock

I haven’t penned anything about Metrorail for a few weeks now... Feels like months!
I have been engaging with Metrorail Western Cape on a daily basis though and had a visit to the regional manager, wait former regional manager Mthura Swartz, twice already. An announcement on Friday 30 May is forcing me to write this though.

I should start with the announcement has nothing to do with Swartz leaving Cape Metrorail. He was one of the best regional managers the parastatal has had in the past few years and acknowledges the importance of communication and also engaged with commuters. This is a legacy that I personally hope his successor, Richard Walker, will continue. Apparently I’m meeting him once he’s here, because I’m Metrorail’s biggest critic. I’ve vowed to teach him how to communicate with commuters and tweet.

Anyway……

In March, after a third train derailed that caused a massive headache for Metrorail with massive delays, leaving thousands of commuters frustrated, I wrote four blogs. In one of those blogs I said the harsh reality is that ticket prices will increase in July and that is unfortunately the case. Train fare increases

As a commuter I cannot, nor will I ever support the increase of ticket fares, while trains are delayed on a daily basis.

Having visited Metrorail and engaging with the outgoing RM and other senior staff, I understand the dilemma Metrorail Western Cape is in and also, that they have to generate an additional income to deliver a credible service.

It is also important that commuters take note it is not Metrorail Western Cape who decided on the increases, but Prasa. To tell me new trains will be operational by the first semester of 2016 and that all lines in Cape Town will have free wi-fi are not making things better.

I cannot blame Metrorail Western Cape for the increases but I do wonder what happened to the increases the past few years? They were not used for the recently announced emergency interventions to better the service.

How and did the current management explain to the Prasa executive the current situation in the Western Cape and that not increasing fares this year would be a better/safer bet?

I have also not yet received an answer from Metrorail/Prasa Management if they would decline a salary increase this year until all the constant delays were sorted out!

What is the answer? Well besides the minister’s urgent intervention to ensure commuters benefit and not Prasa from the delays? It would be best if Prasa revise their decision to increase fares and keep it the same for atleast another year.

Since March: Metrorail staff were held hostage, frustrated commuters stormed the offices more than once, more than one train have been torched; stoned and staff assaulted (some even ended in hospital). If the minister and Prasa really cared about both staff and the commuter it is these factors that would make them call an emergency meeting to revise the decision increase ticket tariffs. Guess their response is what they think of staff and commuters