I was thinking about what I was going to write next week to commemorate 2 months of citycycling around BrisVegas when today CityCycle (JCDecaux) called me.
At first I thought it was going to be that survey that was doing the rounds a month or so back. Instead it was someone to answer my questions – someone who actually knew some answers and had a positive attitude… totally unlike my second last experience with their Call Centre team.
I was gobsmacked recently when I rode past Commercial/Florence St #65 after a little under a week away to see the once busy station closed – red guards in place and everything. This station is used a lot by the Bulimba crowd, so I couldn’t understand why it was closed, especially given that stations #66 and #67 (the large stations built for the bus hub and cross river ferry) had yet to open.
So I sent an email and expected one of the typical emails back. Instead, I got a phone call and since this person was in the know and helpful, decided to ask all the questions that no one else seemed to have been able to answer.
So why is #65 closed given that it is currently the only station near the ferry terminal?
Oh. It is closed for two weeks due to building construction next to the site and then it will be open again.
When are the other stations (66/67) going to open?
BREAKING NEWS: CityCycle has opened station #67 – Vernon Tce and Commercial Rd 24 hours after saying it wouldn’t open till 2011. I will pretend it is because I told them that you couldn’t catch the CityCat there and that people needed a station for the cross river ferry. In truth I go back to my communication comment, as he physically looked up the stations in the system for opening dates. No surprised they can’t communicate with the general public if they can’t even get their internal communication right.
So not late 2010? (as per advertising)
Unfortunately no, 2011.
So does this mean that the stations at Southbank are going to be early 2011?
We don’t know. We are waiting for signoff from Southbank Corporation.
(????) So it has nothing to do with you?
Waiting for Southbank.
What about the people who have signed up but can’t actually use the system at all or as it is supposed to be used? When Merthyr Village went down I got a number of weeks added to my account. Some people still can’t ride at all.
We are doing extensions for those subscribers.
There was some idle banter but that is the crux of it.
Now we already know that the problem with the inital construction of the stations (some are still being built) is the Brisbane City Council. But what I (and others I had spoken to) wasn’t aware that the hold up with getting stations into Southbank, possibly the most relevant place to have them is Southbank itself. Now we know that Southbank is a state owned corporation, and were recently in the news due to planning rights negatively impacting the BCC – at the time I was thinking so what? The ABC is getting a nice new studio finally! Now of course it directly impacts me and dang it all if I don’t agree with Can-do Campbell. (For those keeping count, we are at 3 things) Why, if this has been signed off on and part of the service level agreement has it not been signed off?
What I foolishly didn’t ask was why there was such a hold up on the other stations (blown back from late 2010 to early 2011) – because there is a station just near Southbank that would be awesome. I also didn’t ask why they didn’t communicate to their users that the station #65 was going to close temporarily. They did post on their webpage (and I use the term literally not flatteringly) that they had opened six new stations, taking their total to 57. How did I find out? BCC twitter account – CityCycle’s communication team does not exist I have decided. I have commented a couple of times in previous pieces and interviews that their communication, or rather lack of it, is their biggest challenge.
It is great to hear though that subscribers who have bought their card to “change they way you move” will get extensions – though I suggest you probably need to call the Call Centre to get that done.
So let’s talk about the last few weeks of CityCycle.
First up – a HUGE improvement on the movement of bikes in New Farm, Teneriffe and The Valley. Within 48 hours of my radio interview on Brisbane’s #1 breakfast show (That is ABC Brisbane612) bikes were being regularly shuffled. I could check in on the app during the day and see the stations getting evened out. So 10 points for fixing that.
Secondly, they finally opened my second (of three) local stations. I finally don’t have to cycle up a hill to rack my bike after riding for 25mins. That is worth another 30 points.
Thirdly, they have finished construction on my third station – located at Malt St – so soon I can skip the hills and coast downhill into the city – YAY! Please open this station soon, but for finally finishing it – you can have another 20 points.
Forthly, you opened up the stations at The Palace Barracks and Palace Centro (local station recently opened) in time for BIFF. I can’t tell you how great it was to be able to cycle to BIFF. Not having to pay for parking or circle and circle to find a park in a side street when the carpark is full at The Barracks was just awesome. Cycling home (mostly down hill) after 9pm at night with the cool breeze past my face was brilliant. Dodging drunken twats in The Valley, not so much.
Fifthly, their response to my email – a call was super nice – so another 10 points there. Normally I get an email like this one. You do get a response quickly which is good, and I have seen them action an email, fixing a station problem.
Sixthly, I am seeing a lot more people riding. I am seeing more people heading back from work and on the weekends it remains very popular. I am changing roles, so hopefully my next position will see me working near a CityCycle station!
The only negatives has been 2 faulty bikes – 1 with a faulty seat lever and 1 with dodgy gears, and of course their woeful communication with the public and their users.
My suggestions: Get a Communications person on board – my contract finishes on December 3rd – so I am available. Update your app so I can email you directly from it, rather than having to go onto the webpage on my mobile device. Get a twitter account – I saw a tweet the other day asking the BCC CityCycle questions. Communicate with your users.
Things are slowly turning the corner for CityCycle. A couple of friends of mine just moved into the next street from me, I asked them if they were going to subscribed – they said yes. Good sign.