FROM physical tickets to QR codes, manually jotting down their passengers’ ridership to a digital fleet tracking system, Rapid Bus Sdn Bhd (Rapid KL) has seen many changes since the beginning.
As part of the transportation company’s 20th anniversary, StarMetro has interviewed those who have been serving in the public transportation sector since the early days.
For Shahrul Anis Sarhadat, 54, his calling came at the age of six, when he caught sight of a blue bus being maintained as he was walking back home along Jalan Enggang Selatan in Taman Keramat—where a Mara bus depot workshop was located.
Since then, he was convinced that he wanted to care for them.
“That sparked the passion that is still burning today,” he said.
He even jotted down ‘General Manager for a bus’ during his career test while in secondary school.
Now, as Rapid KL’s network planning head, Shahrul is a degree holder of the Chartered Institute of Logistics and Transport, and has contributed 33 years of his life working in the public transportation sector, twenty of those spent serving Rapid KL.
“When Rapid KL started in 2004, we did not have new buses and the expectation from the public was high. We waited two years for new buses to arrive, so we had to make do with ageing buses. It was a most difficult time.
“We wanted to launch 1,500 buses then, but we did not reach 700,” he said, adding that only 50% of the target could be achieved. However, Rapid KL’s daily operation has reached a thousand buses.
Shahrul: “I would like to see the routes of LRT Penang’s feeder buses as my brainchild.”(JUNE 26 2024) — ART CHEN/The Star # Metro Backpages
Ensuring tip-top service
He said that maintaining the buses was a daily affair as there were concerns of the number of buses that could operate the day after then.
He was also tasked to plan routes for Rapid Penang in 2006, 30 of which were made across the island. Due to the dearth of references back then, he and his team bought an atlas.
“We had the [Penang] map laid out on the floor, and we drew up the routes by hand.”
However the most challenging for him was when he was tasked to introduce new routes for the MRT Putrajaya Line last year.
“We had issues employing bus captains, but once the routes was revised, we had applicants. When I was transferred to network planning, I still oversaw the routes and we successfully launched the feeder buses for MRT Putrajaya Line’s operation.
“We currently have 65 routes for the feeder buses and it was executed well due to minimal disruptions.”
Spending two decades with Rapid KL, he is never bored of his job because the scope changes with time. Even following up on the international progress of EV buses was an activity he looked forward to.
He said Rapid KL is a part of the International Benchmarking Bus Group (IBBG), where bus operators nationwide would share data on operations, on how they monitor buses, their progress and ridership.
“I look forward to the launch of LRT3 next year. If [that] is successful, we might have LRT Penang in 2030. If I am still in network planning, I will be involved in planning their feeder bus routes, [much like] my contribution for the MRT Putrajaya Line.
“If I retire at 60 in 2030, I would like to see the routes of LRT Penang’s feeder buses as my brainchild.”
Speaking on the changes of time, he explained that a software was made this year, where Artificial Intelligence (AI) would be used to predict the number of passengers they can get once the route is operational.
He added that local authorities were informed regarding this and he anticipates it.
He hopes that Rapid KL will become synonymous with public transportation in Malaysia, just as Colgate is with toothpaste and Milo is with chocolate malted drinks.
Ready for new changes
Meanwhile, Sallizatul Azra Razali, who is Business Information Technology and Digitalisation vice president, also said she faced many challenges.
Working in operating system support, her job requires her to be ready round the clock.
“If there is testing and commissioning [to be done], we would have to wait for the bus to come back to the depot.
“We cannot interrupt the buses during operation, so the ideal time for maintenance or testing is at night time.”
She said if the bus system is not properly maintained, once the bus hits the depot’s exit, it would have to follow its route without charging any fees.
She recalled the time when 3G was phased out and the monitoring of the buses were disabled.
In Kuantan, the solution was to onboard a new system that uses 4G, which was to be transferred from KL to Kuantan to be implemented and fixed.
She said valuable lessons were learned then, that whenever there’s a system or hardware change, they have to consider how the change will impact the operating systems.
Marking the mark: Sallizatul hopes the company will become the benchmark for other bus operators globally.(JUNE 26 2024) — ART CHEN/The Star # Metro Backpages
“It is a satisfying feeling when we implement a project successfully throughout the region.”
She remembered signing up after seeing a Rapid KL recruitment ad, thinking how impactful it will be to help those who traverse regularly using buses.
She said that working in Rapid KL offers benefits that include free rides on buses and trains, including those in Penang and Kuantan.
She shared that many changes were implemented throughout the 20 years, and that passengers back then had no idea when buses would arrive.
With the introduction of technology, bus information, such as the expected arrival time and maintenance status, are available on the PULSE application.
She said there were also developments internally, such as the roles of the bus captain.
“We used to have conductors, but now bus drivers were given the bus captain’s role.
“They are given this ambassadorial role, which requires them to engage with the passengers, and to understand the updated technology within the buses.”
She added that conductors used to write the number of riderships throughout the route and jot down each passenger's destination.
She said she has four women in her team of 20 and that: “There is no discrimination in the workforce, in fact, the trust among the team is strong.”
She added that trust was what kept her loyal to the company.
She hopes the company will become the benchmark for other bus operators globally.
“We do hope the public uses public transportation, because there have been upgrades over the years. For Rapid KL, this is still a continuous effort.”
Riding on support
Public transport enthusiast Zac Cheong, 46, has been riding buses since his school days.
Then in 2017, he created the Malaysian Land Public Transport Fans (MLPTF) group on Facebook, which garnered the trust of the operators.
A chat group was then set up between Rapid KL and fans to address issues as they arise.
According to Cheong, many fans are keen on “bus-spotting”, and would make regular visits to bus stops to take pictures of buses.
Cheong: “Rapid KL should consider buying vehicles from local bus companies to ease maintenance and acquiring spare parts.”(JUNE 26 2024) — ART CHEN/The Star # Metro Backpages
Some even memorise the bus's plate numbers and could recognise individual bus captains.
He said that although buses usually get a bad rep, he remembers an incident at Masjid Jamek where a bus captain came down to assist a wheelchair user to get onboard.
“This was a beautiful example of a bus captain’s duties.”
He said Rapid KL should consider buying vehicles from local bus companies to ease maintenance and acquiring spare parts.
“Previously we used to buy fleets from other foreign bus companies, but once they left the country, the spare parts were difficult to get. Investing in a local bus company would ease operations and maintenance,” he said.
It would create a healthier ecosystem for Malaysia’s daily bus operations, he added.
