>Has the UK Post Office suffered the same fate as British Rail?<
I suppose any large organisation would argue that a very small percentage of
their operations go wrong. The problem is that a small percentage of a very
large number still represents quite a lot of disgruntled customers.
Everyone's human and we all foul up from time to time. However, most large
UK organisations seem to cope very badly when things go awry. "Call centres"
usually take for ever to answer calls -- often because you've had to dial a
premium-rate number to access them in the first place, in a typically
British and devious rip-off scam. And the sheer level of don't-care
incompetence you encounter day-to-day is depressing and disheartening. Us
Brits are really not good at customer service.
British Rail doesn't actually exist now; it's been replaced by a cumbersome
combination of a not-for-profit entity which owns the infrastructure and a
group of privatised franchise holders who run the trains. Overall, there's
been a lot of much-needed investment in the railway system and the services
are arguably better although there's a persistent problem of overcrowding on
some routes because of poor decisions about how newer trains should be
configured. However, the level of public subsidy -- which was supposed to
reduce or disappear under privatisation -- has actually increased by a
factor of about three.
--
John Nelson
Crew Green Consulting Ltd
www.crew-green.com
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