The Canberra Times (who have an excellent amount of interesting local stories this Sunday) have a good story by Markus Mannheim on plans to fine the generally unloved Canberra Cabs if their services don’t improve.
Canberra Cabs defence of itself is really quite amusing…
Canberra Cabs chief executive Mark Bramston attributed the recent problems to chronic staff shortages, unprecedented demand, a difficult roll-out of new technologies, and ongoing roadwork on Kings Avenue, which has impeded traffic from the airport.
Difficult new technologies? Meaning they stuffed up? And the Kings Avenue roadworks which I cross every evening in rush hour seems to be going quite smoothly to me. But wait, it gets better.
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But he defended the company’s service record, saying it processed more than 200,000 jobs a month and had a complaint rate of just 0.02 per cent.
And how are we to make our complaints, wait for hours on hold? If .02% are putting pen to paper and writing a letter then we can only wonder how many are quietly seething.
He said the company was investing in new technology to help cope with peak workloads, but had struggled to recruit enough staff for its call centre
Sounds like a clear cut case of failure by management.
Most delays were because the growing use of mobile phones and phones that withheld their numbers, which could not utilise the automated booking system, he said.
Hmm, that one’s only been coming for 20 years.
Mr Bramston also claimed impatient customers had contributed to the system gridlock by double booking jobs.
Ah, right. It’s the customers to blame. The customers of which only .02% are unhappy, because they’re so overjoyed with the dealings with Canberra Cabs that they want to call up again!
Apparently rather than bringing in competition (as Steve Pratt rather sensibly suggests) the government is looking to hit Canberra Cabs with fines. An interesting approach when the company appears to be suffering from under-investment.
The ABC is also covering the Steve Pratt plan. Competition isn’t the only answer however, the taxi licence fees might be a great little earner for the government, but they’re always going to cripple the service given to the public at their current rate.