This is an organizational problem not a technical. And it's a problem that is much more widespread than faulty it-systems.

Essentially it's a total service-delivery failure by NCC here. A Classic example of the organisation (NCC in this case) not having empowered the front-line staff to actually resolve or escalate the issues on the ground.
Here is a client who tried to do everything as intended - yet for reasons beyond his control the systems failed, and he is having to bear the cost.

The staff (parking attendant) is/was only authorized to confirm the payments in the it-system, clamp the car... but not to solve the problem the customer had....

My personal suspicion is that is is caused by too the multiple levels of checks and controls that many organizations implement in Kenya (to avoid fraud most likely) - all these controls prevents the service organization from providing proper service when things does not work 100% as planned...

If only service managers would realize this and properly empower their staff to handle the cases... sigh...

..
Mike


On 8/4/15 2:42 PM, John K. via skunkworks wrote:
Well. The parse error just cost me 2,300. Had a meeting in town, luckily got a parking tried to pay for parking to no avail for almost 10 minutes, either the NCC app crashes shows the message "Parse Error" (whatever the f*** that means), I give up. Look around for the yellow jacket guys, damn, nobody around so I find a watchman nearby, and he agrees to pay for me the 300 when the council guys show up.

I get back 1.5hrs later, only to find my car clamped. WTF? The watchman is there, gives me back my 300 and says they don't accept cash anymore. City council lady nearby even comes and confirms yes we don't accept cash anymore. What the fuck? This is the height of stupidity, I have cold hard cash in my hands, are you in the business of receiving e-transactions or cash? I was so mad things almost got out of hand. I showed her the app with its stupid error, nothing, says I pay the fine or they tow, insists the system is up and it's my fault for not trying harder.

I have money but that's no, its still not money according to them; did Kenya change it's laws and real paper currency has no value any more?

Hope they get sued this is f** bullshit.



Regards,
John K.