R260k in revenue lost every day with Rea Vaya buses off the roads

Categories Journalism

Rea Vaya is losing approximately R260000 in revenue per day. The bus company has still not announced a definite date for the return of their bus services to its Johannesburg customers.

The following infographic shows the overall impact of the bus strikes on the City of Johannesburg.

When asked about the contribution of maintenance and infrastructure to the overall loss, Rea Vaya SSMA Benny Makgoga explained that “maintenance cost is minimal as infrastructure is not being used and buses are not operating.“

Passenger refunds also do not form part of the revenue loss. Makgoga remarked that “No passengers were re-imbursed during the strike as they were advised to use their smartcards as debit cards to make purchases.”
There is no official release on the Rea Vaya website about the continued suspension of bus services. The official Twitter account posted 2 days ago, urging customers to be patient.

Heliopolis InstituteSpecial thanks to Mohamed el-Dahshan, economist with the Cairo-based Heliopolis Institute.

SA consumers drive social capital from public to private sector

Categories Journalism
Ask Afrika

This article appeared first on SABC News Online and has been reprinted here with permission. The interview below has been edited.

The Ask Afrika Orange Index released last month reveals noteworthy trends about top-performing companies in South Africa and sheds light on the customer behaviours that drive that performance. A press release issued last month stated,”[The index] is the broadest and most widely-referenced service excellence benchmark in South Africa, comparing service levels across 32 industries and ranking 155 companies in 2014.”

Ask Afrika MD Sarina De Beer
Ask Afrika MD Sarina De Beer

In an interview with Ask Afrika MD Sarina de Beer, she explained that there is a greater call for social capital and responsibility to be pushed into the private sector.

DiSA: Where does Ask Afrika position itself in the marketplace?

AA: We are the largest locally-owned research company. We’re still 100% local shareholding, which is fairly unique compared to the big players in market research. But we still believe that it actually creates the opportunity for us to really understand the local market and not just work with global or international models that we would try to enforce on the local context.

De Beer goes on to comment on data collected about companies’ role in combating unemployment.

AA: [We have seen] the phenomenon of social capital of companies in uplifting unemployment, as consumers are migrating the public sector responsibility to private sector. So what the particular services or obligations that [consumers] find that the public sector is not adhering to or not meeting sufficiently, they are migrating that responsibility back into private sector.

corporation

So these things are actually where [consumers] believe what private sector should be contributing towards, [that is] what are the public service dimensions that the private sector needs to make a difference or contribute towards, and this is actually the performance difference. So, for instance, if they rated private sector on ‘promote honesty and transparency’ last year to this year, they actually think that private sector is actually performing worse. On average, it’s actually 9% drop.

What we’re seeing at the moment is that public sector responsibility is migrating into private sector and private sector responsibility is almost migrated back into the consumer, so the consumer needs to pick up the red tape, the inconvenience, [things like] FICA, legislation and regulations in place, this has now become my responsibility as the consumer. I need to make sure that I don’t share my details, I need to make sure that I complete all these forms to make sure that there is no fraud that can be committed on my account etc. So it’s almost pushing the responsibility back to the consumer.

DiSA: What are companies doing to combat or offset this push back to the consumer?

AA: If you look at all the innovation that’s happening at the moment from the marketing perspective and from a product perspective, we are not seeing the same innovation in the service space or environment. We’re asking companies, why can’t you be more innovative in the service space? Why can’t we be better at finding innovative solutions to make sure we don’t transfer the responsibility back to the consumer? Why can’t we use the innovative capability and actually take the responsibility back to corporate where it actually should sit?

DiSA: In your opinion, why is there so little innovation in the service space?

AA: Personally, marketing and brand is where the investment goes. I think it’s the bit that’s almost ‘sexier’ to a certain extent; it’s where I can also get something back from the consumer. So to a very large extent if my product or marketing tactics are very, very innovative, I get more from the consumer, I can get them and manipulate them to spend more money.innovation

[Companies] do so much on loyalty cards and understanding the consumers better and really getting into their mindspace, but we normally do that to actually understand to get more from them, to sell more to them, to get them to spend more money with us, but we don’t use that same kind of innovation to do something that’s purely just beneficial to the customer.

So I think that normally it is to the benefit of the brand. Another practical example is the Postal Services strike. Very, very quickly, companies became very, very innovative and very quick to actually communicate to customers now about their statements, what they owe on particular accounts, before the Postal Strike, you just had to go and collect your statement from the mail and you knew it was your responsibility to figure out what you need to pay.

But the moment that didn’t work, all of a sudden there was a far more SMS communication, e-mailing of statements, very proactively done, not necessarily on request of customer, but it’s again to collect the money, it’s again to benefit the brand. But I don’t think we don’t balance it, I don’t think from the service perspective we give back to the customer.

DiSA: Do you think this is a challenge in the South African market only or is this something you have seen, recorded, or noted in other markets in Africa or worldwide, that companies are operating from their brand only, and not thinking about the customer?

crowdAA: I think probably you’d find the elements of that globally, but I do think that it is a little bit more severe in South Africa. I do think that we are more focused on drawing the boundaries, making sure we operate within our own boundaries, making sure that the rest is the customer’s responsibility, and also the thing is to a large extent the South African consumers are not yet as vocal as you may find in Europe and America, so we still tolerate a little bit more than what we should. I think we would prefer sometimes rather to complain on social media sites, we don’t necessarily always stand on our ground within the corporate structure.

DiSA: Do you think companies take complaints on social media and sites like Hellopeter seriously?

AA: Yes, they do. Unfortunately, they take complaints more seriously than a direct complaint – often a faster turnaround. The minute something is on social media, companies think, “I am careful of the reputation, so I want to deal with this fairly quickly.” If something is on Hellopeter, “I want to get rid of it fairly quickly”. It’s sadly symptomatic of why [consumers] escalate to social media. A few years ago, you would have phoned the contact centre, got upset, asked for the supervisor, asked for the manager, but you would have escalated it inside of the company. We now are more likely to go very quickly outside of the company. It’s a matter of a lack of social capital in the company, we don’t think the company will deal with it fast enough or effectively, so we go to Hellopeter or to social media.

DiSA: Is there any indication of why companies don’t take direct complaints more seriously? Is it a cultural problem?

AA: It is a structural problem, it’s the way service environments are structured. There is so much red tape in terms of what a service agent can and can not do, and how they need to operate. In my opinion, it’s not even working that well on social media, as social media has been traditionally seen as a marketing tool rather than a method of engagement with customers. So, companies have struggled to draw up effective ways and strategies of dealing with queries and complaints sent through social media. The data shows that customers who went through social media gave lower satisfaction scores than those who went through the traditional service channels with their queries.

social keyboardWe measured companies’ success on social media with three different scenarios: are the companies on the relevant platforms? do they engage with customers? if customers do post a query or complaint on social media, how long does it take to successfully resolve the matter? We haven’t seen data that shows a company that does exceptionally well in all three categories. FNB are fairly consistent and that’s why they ended up winning, but there is still room for improvement in all three categories.

De Beer goes on to comment on data collected about companies’ role in combating service delivery and poverty.

AA: There is a decline in perception that private sector is doing less in alleviating poverty than a year ago. These are very strong focus from the consumer perspective, they want to know what companies are doing to make South Africa a better place.
And I think too often that companies are focused on being humble and not necessarily talking about what they are doing. There is often mismatch between what companies do to really contribute and make a difference, and speaking about it. The consumers end up not knowing about what’s done.

Consumers of today are saying, I can choose who I can do business with and I want to do business with a company that actually makes a difference and contributes. Companies leave it up to the customer to build up their own understanding over what companies do in this space. I think that it contributes to the decline of the perception that there is not much happening. Consumers are expecting more.

Reproduced with permission from Ask Afrika
Reproduced with permission from Ask Afrika

If you look at the companies that normally perform very well on the Orange Index, I do think that the majority of them do quite a lot. Whether it’s efficient or not, as with most things, the more you do, the higher expectations they become.

The consumer becomes used to something and they expect more, the next. Where companies do much for communities, that would be in a separate department than the service guys who are in daily contact with the customer. So although much could be done for the communities, customers may not be feeling that they are valued by companies.

Reproduced with permission from Ask Afrika
Reproduced with permission from Ask Afrika

DiSA: Could you comment on corporate South Africa’s performance, compared to the rest of Africa?

AA: South Africa performs very well and it’s a pattern we’ve observed over many years. It is also commonly thought that South Africa’s performance would be inferior compared to global standards. There are many industries where we actually perform better than global standards.

For example, we usually do very well in the banking sector. We have looked at international benchmarks previously and we have included them in the Orange Index, but more than half of the industries measured in the index show better performance than what we’re seeing internationally. One also needs to take into account the main drivers behind service excellence in South Africa. This is different than the rest of the world. Things like corporate social responsibility is very pronounced in South Africa and we will not find that trend running across different countries.south-africa-643456_1280

We also looked at normative behaviour. [Ed. standard of correctness that follows the rules of society] 50+ age group is the harshest critics of service delivery, they gave the lowest ratings possible. We tend to think that Generation Y would be the most difficult group, but this is not the case according to the data. The 50+ group is also forgotten or is understood in marketing by companies, advertising and marketing seldom focus on that age group in their activities.

Looking across the entire population, the Indian community were far more critical in their ratings than the rest. (ed. AA clarified later that the data for the Indian community, as part of the sample size, was representative of the total population.) Gauteng, Western Cape, and Limpopo proved the most critical provinces, with Western Cape perhaps topping that selection. Limpopo is a bit of surprise, but we need to watch it as there is a lot of development happening in Limpopo.

Reproduced with permission from Ask Afrika
Reproduced with permission from Ask Afrika

DiSA: What does the data say specifically about Limpopo?

AA: We’ve been seeing over the past 2 years that customers there have been complaining,”Why do I have to pay the same [as Gauteng] when I don’t get the same product range?” … “It’s not as if I’m getting a discount.” … “I don’t get the same service standard, I have to wait longer.” If you look at service in general, in most interactions we’re actually paying for service, not just charges, but you can’t choose your service package. You pay for it, but you don’t have a choice in it. Those discrepancies are going to become problematic. Males and females showed the same behaviours in the data.

DiSA: Some would argue that the innovation should ideally sit within government given the high level of taxation. Why isn’t that happening then, is government not meeting the demand?

AA: It’s not about not meeting the demand, it’s rather being driven by the consumer. The consumer is literally saying that they expect the private sector to do all that [meet those expectations and carry out that innovation]. If I was to ask an open-ended question in the Orange Index, “what would you make you feel valued as a customer?”, the customer would respond, “build a school in my community.”

communitySo the consumers are pushing the responsibility back to private sector, as they are not recognizing sufficient social capital within government. They are however seeing that potential and the social capital in the private sector. [Companies are then] turning that social capital into a service experience.

If we do the statistical modelling on the data, corporate social responsibility is becoming a core driver of customer loyalty. It’s not really customer service [anymore], customers are looking at CSR and making that a part of service.

DiSA: Is this a particularly South African phenomenon?

AA: Yes, it is. You might find it in other countries in a similar fashion, but I think that it is fairly unique to our context. The way we measure service in South Africa is different than how we do it in other countries [in Africa]. We have different issues, we have different things that are important to citizens and we need to understand from a service perspective that our customers are citizens. And I think that actually the shift that we are seeing is that they expect companies to do more. They are expecting companies to do more where ‘it matters’. This is now a very important part of customer loyalty, in particular.

DiSA: This is obviously good for the private sector as it expands their reach and footprint.

AA: Yes, it gives them an opportunity to build affinity towards the brand. A very good, practical example of this is the Outsurance pointsmen, where the company actually are doing something extra. If I was to get two quotes from two short-term insurers and the quotes are very similar, the shift would be towards [Outsurance] as they’re seen to be doing more. They impact lives a bit more than just the premium paid every month. We’ve been picking this up for the past two years and we’re not seeing any signs of decline or change.

DiSA: Given the trust capital, so to say, that companies are now developing with their customers, are companies now on the right track to solve service problems and address consumers’ apathy about traditionally poor areas of delivery?

AA: It’s hard to answer that but I can say that in my direct experiences with clients, there is a massive commitment to addressing problems. However, I don’t think companies are yet good enough at communicating effectively with their consumers. Some companies though are making a massive contribution, but it is not always visible enough. Consumers aren’t always as aware of everything that companies are doing.

Ask Afrika is based in New Muckleneuk in Pretoria.

South Africa was partner with CIA in rendition program – Open Society

Categories Journalism
World Can't Wait demonstration

This article appeared first on SABC News Online and has been reprinted here with permission.

South Africa was named, along with 55 other countries, in Open Society’s “Globalizing Torture” 2013 report, as having cooperated with the United States and the CIA in the rendition (undocumented transport) of terrorism detainees and suspects. The report covers the last 13 years since the 9/11 attack in New York City.

Although not explicitly named in the US Senate report released earlier this week, the Open Society report fills in the gaps left behind when the US Senate report was declassified; many names, countries, and locations were redacted by the Senate Commission.

The Open Society report has a chapter dedicated to South Africa.

The report concludes the chapter,”There are no other known judicial cases or investigations relating to South Africa’s participation in CIA secret detention and extraordinary rendition operations.”

The US Senate Intelligence Committee released its report (4 years in the making) on Tuesday about the CIA torture programme, to the horror and aghast of the global intelligence community and world governments. The report has received wide coverage and criticism since its publishing.

Download both the Open Society (PDF, 1MB, 200+ pages) and Senate (PDF, 14MB, 500+ pages) reports.

UAE labels 85 organisations and movements worldwide as ‘terrorist groups’

Categories Journalism

In a bold and sweeping move yesterday, the United Arab Emirates published online through its Emirates News Agency a list of 85 organisations and movements worldwide, now labelled as ‘terrorist’ groups.

Some are expected – like Islamic State and al-Qaeda – but some choices have stunned Europe.

See the full reach of the announcement:

Data source: Emirates News Agency (WAM), Google spreadsheet embedded below:

The announcement bore no further explanation or reasoning, leaving too much room for speculation.

Quarterly employment figures show increase in job creation

Categories Journalism

This article appeared first on SABC News Online and has been reprinted here with permission.

Statistics South Africa’s Quarterly Employment Statistics report released on Monday 29 September 2014 shows an overall growth of 1.8%, or 155 000 new jobs created, during the second quarter of 2014. This growth was recorded in the formal non-agricultural sectors of the South African economy. Job losses were documented in the traditional industries: manufacturing, transport, mining, and electricity.

Stats SA Quarterly Employment Figures  - Sept 2014
Stats SA Quarterly Employment Figures – Sept 2014

Average monthly earnings and gross earnings increased between February 2014 and May 2014, and March 2014 and June 2014, respectively. The report showed that an estimated monthly average of R15 169 was paid to employees in the formal non-agricultural sector during May 2014.

This entails a 3% quarterly increase between February and May this year, and an overall annual 4.6% increase between May 2013 and May 2014.

Other key points include:

  • Mining tops the table for gross earnings with R24 million and community services  trails at the bottom with a meager R132 373.
  • Manufacturing showed the highest year-on-year change of 6.1%, while electricity the lowest with 4.5%.
  • The highest quarterly positive change was in the transport sector with 5.3% and the lowest in finance with a 5.4% negative change.

The entire report is available (PDF, 1.2MB) on the Statistics South Africa’s website.

Human Rights Watch release report on Rab’aa massacre in August 2013

Categories Journalism

Human Rights Watch (HRW) released its extensive report Tuesday 12 August, after a year-long investigation, on the Rab’aa Square killings last year August. Executive director Kenneth Roth and Middle East director Sarah Lead Whitson were detained yesterday at Cairo International Airport before being denied entry into the country. They were due to present the report at a press report entitled All According to Plan.

Roth commented on the authorities’ decision to deny him and his colleague entry:

“We came to Egypt to release a serious report on a serious subject that deserves serious attention from the Egyptian government… instead of denying the messenger entry to Egypt, the Egyptian authorities should seriously consider our conclusions and recommendations and respond with constructive action.”

You can download and read the report here after watching a summary video below:

After reading the report, some questions remain:

1) Who were the armed protestors at Rab’aa and Nahda, regardless of their number? Were they armed out of self-defense or were they provided arms by groups or entities?

2) Were the protestors at the sit-in really notified of the dispersal in a timely fashion?

Stockholm Iraqi, Syrian, Lebanese call on government to stop IS violence against Christians

Categories Journalism

A reported 10,000 people attended a demonstration Sunday afternoon 10 August outside the Sensus public swimming pool at Medborgarplatsen, downtown Stockholm. The protest, put together by various religious and secular organizations, aimed to unite Iraqi, Syrian, and Lebanese Christians in Stockholm to call on the government to intervene in the reported violence against Christians in Iraq.

“Religious, ethnic ethnic cleansing and the driving out of Syriac/Aramaic [people]”

On left: “Convert to Islam, disappear, or die” On right: “Autonomous zone for Christians”

Political leaders from across the spectrum took to the podium to show solidarity with the plight of Christians and add their voices to the call on government to take action against the Islamic State (IS) in Iraq and Syria.

Christian Democrat MP Robert Halef spoke first in Aramaic before switching to Swedish.

Schlomo is peace in Aramaic, close to its Hebrew version shalom.

Liberal People’s Party MP Fredrik Malm’s speech was met with resounding cheers from the crowd:

For context, he said that Sweden must give back to your homelands as you have given to Sweden.

Christian religious leaders also attended and spoke at the rally, representing the Roman Catholic, Syrian Orthodox, and Antiochian Orthodox churches. Artists, singing in both Swedish and Arabic, provided time for reflection and prayer, away from the steady stream of political statements.

Halfway through the protest, groups carrying the ethnic Syriac and Assyrian flags were seen waving them despite calls by organizers to take them down.

Fact-Checking: ‘Hamas is Israel’s Frankenstein’

Categories Journalism

As you traverse social and mainstream media to understand the current Israel-Gaza war, you won’t be able to hop far on one foot before you stumble or fall over or get in the hit in the face by a barrage of conspiracy theories, myths, and urban legends that have become ‘accepted fact’. (In the Middle East, this can be read as ‘I heard it and it then must be true because it’s anti-Israel and anti-America’)

The only defense available, in the midst of the proverbial faecal shower, is to grab the myth or ‘accepted fact’ in your hand and crumble it, piece by piece.

I stumbled upon this piece by Hassane Zerouky the other day. It attempts to assert and prove that Hamas was created and fashioned by the Israeli regime, and then let to grow in size under its bemused eyes… while the regime twirls its mustache.

Origin of Piece and Authorship

There is no information online about the author. The piece is quoted across a myriad of message boards, conspiracy theory blogs, and alternative news websites. However, the identity of the author cannot be ascertained from either Google web or image results. I contacted L’Humanité to confirm the identity of Hassane Zerouky. [add response from them]

The first clue comes from one article on the alternative website War is Crime that references the piece:

The article below originally appeared in the French daily L’Humanité on December 14, 2001, translated to English by Global Outlook in 2002, and published by Global Research in March 2004. It shows how the so-called Islamic Resistance Movement (Hamas) was founded by Israel’s Institute for Intelligence and Special Tasks (Mossad) with the strategic purpose to prevent the creation of a Palestinian State.

On L’Humanité‘s website, the only information about the author is a cryptic single sentence: “International News” with no further hyperlinks or explanatory paragraph. The link to the original French article points to the wrong piece; the real essay in question is found here.

I ran Google Translate over the article because my French is as impeccable as my Sanskrit. This is the opening paragraph from the original French:

For many Palestinians, people without territory, subject to repression, humiliation and repeated closures, the radicalism of the fundamentalist Hamas embodies the ultimate recourse against the occupation. How was created and developed the organization that took the late train “resistance” to Israel? It does not say enough, it is Israel that has basically created Hamas, “thinking ensures Zeev Sternell, historian, professor at the Hebrew University of Jerusalem, it was smart to play the Islamists against the PLO. “

Compare this with the opening paragraph in the alleged English translation:

Thanks to the Mossad, Israel’s “Institute for Intelligence and Special Tasks”, the Hamas was allowed to reinforce its presence in the occupied territories. Meanwhile, Arafat’s Fatah Movement for National Liberation as well as the Palestinian Left were subjected to the most brutal form of repression and intimidation

Let us not forget that it was Israel, which in fact created Hamas. According to Zeev Sternell, historian at the Hebrew University of Jerusalem, “Israel thought that it was a smart ploy to push the Islamists against the Palestinian Liberation Organisation (PLO)”.

I searched through the original French article for the phrase ‘Institute for Intelligence and Special Tasks’. It’s not there. A cursory glance shows that the English leans more towards a paraphrase of the original French, with some editorialized embellishments thrown in for good measure. I contacted Global Research for comment. [add their response]

Questions around the Publisher

The editor’s note above on the War is Crime article mentions that Global Outlook translated the article from the French original, and then Global Research published it on its website. It’s curious that the two links in the editor’s note point to the same translated piece. A search online didn’t bring up any results for Global Outlook.

Global Research (Centre for Research on Globalisation) does not list its editorial or production teams on the about page, but does outline its submission requirements. They stipulate that references and sources be made available and linked to citations. For a controversial piece like Hamas is a Creation of Mossad, there are no footnotes or sources in both the English and French articles.

Let’s Go Through It… One by One

I will be using the English translation, referring to the original French in the event of a substantial discrepancy between the two versions.

Let us not forget that it was Israel, which in fact created Hamas. According to Zeev Sternell, historian at the Hebrew University of Jerusalem, “Israel thought that it was a smart ploy to push the Islamists against the Palestinian Liberation Organisation (PLO)”.

This is a very bold assertion. I contacted Dr. Zeev Sternell to confirm this and he replied with the following:

The quotation as far as I can remember is correct but totally out of context. I have said that various Israeli governments had preferred to play the religious elements against the nationalist, believing that religion was much less dangerous than nationalism. Must people did not understand so many years ago neither the nature of radical islam nor that of radical judaism. That does not mean that the Mossad has created Hamas, which is idiotic.