Programme to improve quality of taxi service

The public perception of the taxi industry as a law unto itself may soon change with an innovative programme to improve the management and operational efficiency of this public transport system relied upon by so many.

Over 300 000 taxis ply the country’s roads daily, ferrying all sorts of passengers – but doing so with the negative tag of being unaccountable and reckless, and often thought of as running unprofessional businesses which sometimes inconvenience customers by getting them involved in, or even dying, during their route wars.

The pilot, which will start in June with 20 taxis in Alexandra is initiated by Civil Taxi, a company which wants to make the industry a competitive and reliable transport agency compared to buses and trains.

Alex-born company founder Theo Lengwati said they want to make taxis the public’s transport of choice which, at the moment, begrudgingly relies on them daily.

“[We hope to do this] by changing the way they operate in order to change the public’s attitude towards them,” he said.

The company plans to transform and modernise the industry with business-centred methods based on customer friendliness, with taxis running on time with reliable travel schedules and safe drivers with welcoming faces, he said.

He aims to start with negotiating an agreement with taxi owners to lease and manage the taxis with a commitment to pay them a fixed monthly rental above what they get. Also, to pay the drivers fixed monthly salaries which are more what they currently earn in a bid to eliminate the need to rush and drive recklessly in an attempt to maximise income.

Lengwati said they will ensure taxis get roadworthiness certificates and are insured, and that drivers are trained in business operations, customer service and obedience of transport regulations. They will engage quality coaches, vehicle inspectors, trainers, team leaders, administrators, and financial and human resource practitioners to ensure strict and efficient business operations, quality and reliable services.

“The drivers will be made to feel part of a supported structure with salary packs, insurance, provident, medical and funeral cover and operate with a float for their daily fuel,” said Lengwati.

The company will also educate passengers who will be asked for feedback on the nature and quality of the services in order to constantly improve and, if need be, train the drivers.

“We want the drivers to do their jobs with a smile,” he said.

Lengwati said the initiative has received the nod of taxi organisations in Alex, and the company will gain through advertising revenue and taxi fee OR FARE? collections.

Details: Civil Taxi 011 262 2333; 081 475 5840.