THE COMPELLING NEED
The Challenges We Discovered & the Solutions We Found
The Compelling Need
The major means of intra-city transportation is using the tricycle popular known as Keke Napep. However, there are many problems associated with the use of this and the bigger problem is the investment plan adopted around it. Using Owerri as a case study we spotted the following defects in the system:
Insufficient Number of the Tricycles: It is quite a common experience to see commuters spend as much as 60 minutes (sometimes more) at the bus stops waiting and struggling for Keke to convey them to their workplaces, markets, homes, schools, churches etc, and it is therefore clear that the number of tricycles in the city is not enough to serve the growing population.
This has resulted to many people missing important appointments, missing out on business opportunities, being sacked or queried at work as a result of frequent lateness, poor performance in schools as a result of students and teachers’ lateness to school thereby missing important lecture hours.
Poor Customer Service: Drivers of Keke Napep are notorious for their poor customer service. Most people view them as touts and very aggressive individuals. They often believe they are doing a favour to a customer by conveying them to their destination at a cost. This is further confirmed by the frequent insult, abuse and harassment of passengers especially when they attempt to make payment with a denomination that requires the issuance of change especially during the peak hours – with HTS the customer is appreciated, valued and respected.
Tricycle is not the best and should not be the only option: There are so many issues we have observed about the tricycle been the predominant means of transportation in a major city where corporate life exists.
First, it is not corporate, professional or befitting enough for someone who is attending a formal meeting – so many people are averse to this and would appreciate having an alternative.
Secondly, the passengers are venerable and exposed to the effects of rain during raining season and you will observe that though inside the tricycle yet they will be completely drenched before getting to their destinations – with HTS passengers now have option.
Tricycle operators hardly obey traffic rules and they make the city so unorganized: Tricycle operators have the wrong mindset that there should be different rules for them and private vehicle operators, they erroneously believe that only them need to get to their destinations in good time and this has resulted to them regularly ignoring traffic rules, and the resultant effect is disorganization of the cities and frequent avoidable road accidents.
Insincerity of the drivers: Along with the issue of poor customer service, this is perhaps the biggest issue with intra-city transport business in Nigeria (from the investor’s perspective). Investors have lost lots of money as most operators of the tricycle often fail to remit money to the investor as agreed. Their excuses (which are most times blatant lies) ranges from “the Keke spoilt and I have been in the mechanic workshop all through the week”, “I was arrested by the Police or Road Safety Officers and I have to pay 20,000 naira to bail my Keke after two days”, “I was robbed and lost all the money I made within the week” among others. Soon, the investor gets tired of quarreling and chasing after the driver (at the expense of his work or core business) and just give up on his investment – HTS is here to put a stop to this.
Our solution is to create a system that makes intra-city transportation easier, cheaper, faster and more convenient for residents and visitors alike. We adopt the use of well branded mini shuttle buses (as against the rampart and inefficient tricycles) with professionally trained drivers who are available at every single route to convey commuters with excellent customer service and high sense of courtesy to their destinations.
On the other hand, we want to give out franchises to individuals or groups who are interested in investing in the transport sector. Instead of investing in a bus and handing it down to an individual driver, you now have the option of registering your bus with HTS Shuttle Services where you will not have to bother about the day-to-day running of the bus, who the driver is, or how to maintain it.
As an investor, you get your weekly and guaranteed returns directly from the company without a single headache.
- We believe that businesses should be competitive, and we are motivated to create a competitive environment that will make other businesses improve their service offerings with the customer being the winner.
- In line with the tagline of HTS Business School “…Bringing Innovation to Life” we are motivated to introduce innovation to every sector of the Nigerian economy starting with the intra-city transport sub-sector.
- Excellent customer service is possible. In most cities in Nigeria, intra-city transport service is viewed as one run by miscreants and one can’t possibly aspire for good customer service, but HTS is here to change the narrative, we believe that just as in the case with Inter State transport services and with airlines that excellent customer service is also very much possible in intra-city transport service – the customers deserve this also.