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Bozza posted:I can give more in-depth analysis of technology or the structural/organisational issues within the network. In addition to this, my actual day to day job is signalling design for Crossrail and the aforementioned Western Mainline Electrification programme. Don't get me wrong. Dealing with commuters who expect that the massive clusterfuck that is the British rail network is something that one person at a desk in Paddington Station can solve immediately for them is something no human being should ever have to do. But it is totally endemic in the problems of that system to think that the right response to increased numbers of comments, problems and complaints is to get yet another subcontractor involved. What is that subcontractor going to do with the problems and complaints they get? Well, by and large, they're going to stick them in an electronic record somewhere (having mined complainers for whatever personal information they can) and do nothing else with them; after all, you can't risk offending the company paying you to answer their phones. Since they're not part of the actual operation of the trains, people at the other end have a very restricted information flow and limited powers anyway. So passenger feedback stops (except through independent rail groups, which are great), companies stop talking to their passengers (except through their big advertising and PR budgets, which are completely misused by overpaid city graduates), and since train contracts are basicaly monopolies for as long as the company holds them, individual passengers are stuck with whatever they're given. Yet more Privatization goodness.
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May 9, 2012 11:04
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| # ¿ May 11, 2024 20:29 |
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