Direct feedback on MyCiTi a benefit for service
WE APPRECIATE the information shared by the writer, Johan van Schalkwyk (Cape Times, June 25). The MyCiTi service is not perfect, but neither is any other public transport service in the world. As is the case with other public transport services in the world, the MyCiTi service does not have a perfect on-time record, but it is wrong to create the impression that it is wholly inefficient.
Mr Van Schalkwyk and many others have to wait for a bus in the peak-hour period. That is the nature of travelling during peak hour-periods – locally and internationally.
The City has taken under consideration feedback from passengers, and will soon launch MyCiTi express services along the T01 service using new 18m-long buses which will greatly improve the service by adding additional capacity and reducing the number of stops the service will make along the route to the Civic Centre station.
The passenger-information displays at the stations will be functional as soon as the new control centre contractor has resolved the outstanding issues associated with the previous contract, which was cancelled last year due to non-performance of the service provider. The service was always designed to provide real-time information about the MyCiTi buses, and we are looking forward to the day it is fully operational – hopefully within the next six months.
We are aware that, at the moment, some of the buses on Route 215 are running late. This is mostly because these buses do not have dedicated red roads, and have to travel in mixed traffic.
Despite all the planning and testing that is done before a route is operated, buses in mixed traffic are vulnerable to the same unplanned road incidents or unexpected congestion that cause delays for motorists on our roads. We do, however, monitor routes to determine patterns and we are in the process of adjusting the timetables along this route so that it reflects the reality on the ground (or rather, road).
It is also true that some of the buses on the T01 coming from Dunoon are full by the time they arrive at the Wood station. This is to be expected when one travels in the morning peak hour. I would like to remind Mr Van Schalkwyk that some buses in fact start their first trips for the day from the Wood station at 06.49am, 06.59am, 07.10am and 07.22am every weekday morning.
These buses were introduced to the T01 service to address this specific need at Wood station. We will continue to monitor the services from Wood station, and will make further improvements where possible.
Broadcasting complaints on social media platforms without lodging an official complaint with the Transport Information Centre (TIC) is not helpful. We rely on the feedback reported to the TIC to improve and optimise our service to the benefit of all who choose to use MyCiTi. It is easier to make improvements when you are made aware of the inefficiencies in your system.
As we have reported before, we have a performance-management system in place which imposes financial penalties on our vehicle-operating companies if they fail to maintain the high on-time standards we have set.
Without a formal complaint, we are unable to investigate buses that fail to arrive or arrive late, and we are then not able to impose the penalty which is ultimately designed to maintain a predictable and high level service. Nearly 55 500 passengers are transported by the MyCiTi buses every weekday, and the service has by all accounts made a huge difference in the lives of the vast majority.
We certainly regret Mr Van Schalkwyk’s experience, but we are also encouraged by the positive feedback we receive about the service, and we are working tirelessly to ensure we put in place a service that is constantly improving, reliable, safe, frequent and dignified for all. To achieve this, we do need our loyal customers to report any failure of the service to us directly so that we can address it.
Herron is the Mayco Member: Transport for Cape Town