Golden Arrow’s passengers have spoken olden Arrow has historically Gmade use of a variety of chan- nels to measure passenger satis- faction and possible areas for im- provement; these have included comments and complaints, social networking, passenger forums and feedback from small business unit managers. While this information is vital to the Company’s function- ing it does not provide a complete picture of who Golden Arrow’s 200 000 daily passengers are and what their specific concerns may be.
It is for this reason that Golden Ar- row once again felt it necessary to commission an independently administered customer satisfac- tion survey, similar to the last for- mal survey conducted in 2007. RATING OUR SERVICES: A CPUT enumerator completes a The survey was administered by survey questionnare with a passenger at the Golden Acre terminus the Cape Peninsula University of Technology’s (CPUT) Mathematics and Physics Department and em- agree somewhat). While this is a sky-rocketing fuel prices; internal ployed random sampling methods big vote of confidence, there is al- operational issues such as cleanli- at five separate termini located in ways room for improvement and ness, courtesy and the reliability of Khayelitsha, Mitchell’s Plain, Bell- that is where the detailed results buses are service areas that can ville, Golden Acre and Killarney. A are the most useful. be reviewed. total of 2 500 questionnaires were completed and processed by the The results broadly indicate that Golden Arrow has also noted CPUT team. passengers are most satisfied with the popularity of cellphone and safety levels, how drivers are op- social networking technology use The findings are extremely use- erating the buses, the availability amongst passengers and will ful in two regards as they create of buses during the week, overall be pursuing innovative ways to a typical passenger profile and reliability and comfort. The biggest incorporate these platforms into provide insights into passenger areas of concern include timeli- future communication strategies. perceptions around each aspect of ness, seat availability, fares, route Ultimately, it is hoped that the data Golden Arrow’s service. According and schedule information and from the survey can be utilised to the findings, 81% of passengers availability over weekends. While to ensure that Golden Arrow’s believe that “Golden Arrow is the Golden Arrow is unable to control services and policies remain bus for us”, while 9% of passen- external factors such as national tailored to the needs of our pas- gers disagree (the remaining 10% legislation, subsidy allocation and sengers.
Bus Buzz, Vol 10, No 6, August/September 2012 Caring for our neighbours olden Arrow believes in giving back to the Gcommunities which we serve and we are par- ticularly proud of our long-standing relationship with St Josephs Home for Disabled and Chroni- cally Ill Children, which is situated just around the corner from our Arrowgate Depot in Montana.
St Joseph’s was established in 1935 to care for disabled and chronically ill children left destitute by the Great Depression. Today the need for their services remains just as pressing and the home continues to provide a holistic healing environ- ment for children living with HIV/Aids, tuberculo- sis, cancer, diabetes, congenital birth defects, ac- cidents and abuse victims, renal and heart failure and other chronic illnesses.
Most of the children in care come from informal settlements where clean water, electricity, sanita- tion and healthy food are in short supply. While the children are in care, they are provided with 24 hour nursing care, which involves a multi- TENDER LOVING CARE: A staff member at disciplinary intervention focus, which includes St Josephs cares for a chronically ill child physiotherapy, occupational therapy, speech ther- apy, hydrotherapy, special dietary meals, formal Most recently, Golden Arrow donated R25 000 to schooling and a crèche pre-school programme. the home to supplement their funds for medical Parents also receive training and counselling from supplies and food. Two oxygen machines were social work staff on how to monitor and care for purchased to assist two children living with chron- their children. ic lung disease and other much needed medical supplies and foodstuffs were also purchased as a result of the donation.
According to St Josephs Resource Development Manager, Chantel Cooper, “the contribution en- ables us to continue to provide free high quality medical and associated services to the children in our care. We would not be able to do what we do without the help and support of companies like yours”. Golden Arrow commends St Josephs for its commitment to caring for children and is truly proud to be associated with such a profoundly important project.
NO MORE HUNGRY TUMMIES: Golden Arrow’s To find out more about Golden Arrow’s commitment contribution was used to purchase food and medical suppliers to community upliftment visit www.gabs.co.za FOR COMPLAINTS AND ENQUIRIES CALL 0800 65 64 63 TOLL FREE
Bus Buzz, Vol 10, No 6, August/September 2012 The tragic consequences of bus vandalism
olden Arrow drivers, inspec- book. This time instead of causing buses into these areas and despite Gtors and other road-based only minor damage and injuries, often having to avoid entering staff face numerous challenges the stones claimed the lives of driv- areas directly due to road closures, on a daily basis. Congestion and er Sandile Hoko, Daniel Sass (52) our services almost always con- road works have become part and and 20-month-old Ntlahla Ngalo. tinue to run. This requires abso- parcel of a day’s work, but facing We mourn their loss and send our lute commitment from our drivers, angry community members during inspectors and road-based officials protests is something that no one who are on the ground in the thick can ever adequately prepare for. of it assisting passengers, feeding When our drivers climb in to their information through to the wider cabs at the start of a shift, they operational network and working know that they have a serious re- with law enforcement to ensure sponsibility to the passengers that that thousands of people are able board the bus as well as their fami- to get to where they need to be. lies who rely on them for survival For this they deserve our recogni- during very tough economic times. tion and sincere gratitude. Sandile Hoko (55) who was tragi- cally killed on the 3rd of August was And finally to our passengers, one such driver. please rest assured that Golden Arrow always has your best inter- Mr Hoko’s colleagues at Golden ests at heart. We know how impor- Arrow, the passengers who knew tant it is that you are able to get to him and the family who loved him work and back or to honour your dearly have been left only with their commitments and we will always memories of a man, who was by all endeavour to get you there no accounts a pillar of strength in his sincere condolences to everyone matter what is happening at the own community and all as a result who was affected by the accident. time. If you or anyone you know of the careless violence of perpe- has any information about stone trators who may never be called to As all of you who live in areas throwing or other acts of bus account. affected by protests will know, vandalism, please pass this on to they are particularly challeng- the South African Police Services Stones are thrown at Golden Arrow ing for public transport users who (SAPS); your information could buses on a daily basis, the reasons need to travel into and out of these prevent injuries and save lives. are never clear and the perpetra- areas. At times like these Golden tors are rarely if ever brought to Arrow must decide whether to send Want to speak to us? Here’s How… ur Facebook page (Golden Ar- replace the tollfree number, 0800 65 Orow Bus Services) is growing all 64 63, as the primary source for in- the time and we are really - enjoy formation regarding timetables and ing being able to interact with you routes. Complaints should, ideally, online. Please do like our page if you also be directed via 0800 65 64 63 or are on Facebook and let us know how [email protected] as there are you feel. It is also important to note formal procedures in place to ensure done and records are kept for admin- that the Facebook page does not that full investigation and follow-up is istrative purposes.
Bus Buzz, Vol 10, No 6, August/September 2012 Community corner information .. useful numbers .. first aid .. health
mmunisation, also known as vacci- Diphtheria, Tetanus (lockjaw) and When Must Children Be Vaccinat- Ination, is the process of injecting a Pertussis (the whooping cough). ed? patient with a vaccine, causing them to build up resistance to certain dis- • Hepatitis B: Is an infection of the Immunisation is available at all prima- eases and keeping them healthy. Im- liver, which can cause liver dam- ry healthcare clinics and centres as munisation helps to curb the spread age, liver cancer and death. The well as secondary and tertiary level of disease in communities. Hep B vaccine is to be given. healthcare facilities. Always take your child’s Road to Health Chart/Booklet Child Immunisation Information • Tuberculosis (TB): Meningitis is to the clinic with every visit to ensure a serious disease that can affect that all the immunisations are up to Many children in South Africa are HIV- people of all ages. Those that get date. positive, which makes them especially TB suffer from coughing for a long vulnerable to infectious diseases. The period of time, chest pain, sweat- What vaccination services are Western Cape Department of Health ing at night, weight loss and even available? strongly advises mothers to protect death if left untreated. In young their children from infectious diseases children, the TB germ may infect • Vaccinations are available by getting them vaccinated from birth the brain and cause meningitis, or throughout the year, at all public up to 12 years of age. it could also enter the blood and primary health care facilities and spread to other parts of the body. centres. Immunisation provides the most ef- TB can kill young people. The best fective means through which parents protection for young children for • During Child Health Season, usu- can protect their children against se- diseases caused by the TB germ is ally between April to June, the rious but preventable diseases. Chil- the BCG vaccine. Western Cape Health Depart- dren who have not been immunised ment enables mobile teams to are at high risk of becoming infected visit creches and day care centres with these diseases. throughout the province, ensuring that children get vaccinated, and What Diseases Do Children Get administering catch-up doses. Vaccinated Against? • Special campaigns focusing on • Polio: It is caused by germs (polio vaccination runs throughout the viruses) that attack nerves, year. This includes the Influenza causing weakness or paralysis of Vaccination Campaign (from April the leg and/or arm and if severe, to June) may involve respiratory or breath- ing muscles. The OPV vaccine What Is the Cost? protects against Polio Usually babies who are not given the BCG vaccine at birth will be immun- All the vaccines on the routine sched- • Measles: Causes high fever and ised when they are taken to the clinic ule RTHB Immunisation Form are free a rash, and can lead to diarrhoea for their next immunisation visit, at six of charge at all public primary health and dehydration, deafness, eye weeks of age. Any baby under one care facilities and centres. complications, pneumonia, brain year who did not get the BCG vaccine damage and even death. The at birth must be taken to the nearest Who Do I Contact? Measles vaccine protects against clinic, where the vaccine will be given. You can contact: South African Vaccina- this disease. Babies infected with HIV, who are sick tion and Immunisation Centre (SAVIC) and showing sign of Aids, must not get • Haemophilus Influenza Type the BCG vaccine. B (Hib): Is a serious illness that Tel: 012 521 3880 / 4227 affects mainly children under the The Western Cape Health Department E-mail: [email protected] age of five years. Death from Hib also vaccinates against Rotavirus (one Website: www.savic.ac.za disease is common in children of the viruses that cause diarrhoea) Source: World Health Organisation under the age of one. The DTaP- and Pneumococcal disease (for exam- (WHO) and the Department of Health IPV-Hib1 vaccine helps against ple, meningitis, otitis media, pneumo- this, and other diseases such as nia and bacteraemia).
Bus Buzz, Vol 10, No 6, August/September 2012