Haarlem residents who rely on carrier RegioRijder will have to be patient for a while. The service is not optimal this week, but that will improve. That is what the responsible councilors promise, although they are keeping their fingers crossed. “We are working on improvements step by step until performance is at the desired level,” says councilor Bas van Leeuwen.
‘Just a little patience’ was the most important message from councilors Diana van Loenen and Bas van Leeuwen during the weekly question time in the Haarlem city council. They were questioned about the problems at RegioRijder.
This organization provides transport for students and the transport of elderly people and people with disabilities via the Social Support Act (WMO). The organization does this on behalf of the municipalities of Beverwijk, Bloemendaal, Haarlem, Haarlemmermeer, Heemskerk, Heemstede, Velsen and Zandvoort.
Since January 1, there is a new organization that organizes the rides and the rides are no longer carried out by three taxi companies, but by two. That transition certainly did not go smoothly. On the first school days after the Christmas holidays, there were complaints about taxis that showed up much too late or did not show up at all.
‘Unacceptably bad’
Councilor Van Leeuwen is about student transport, Van Loenen about the WMO rides. In response to questions from the ChristenUnie and Jouw Haarlem, they had to admit that the first days of student transport were dramatic. “Monday and Tuesday were unacceptably bad,” Van Loenen said.
“On Tuesday there was a real error in the planning system, which meant that the information from the planners did not reach the drivers and children were not picked up. On Wednesday they switched back to the old system. Fortunately, things have been better since then.”
On hold for 45 minutes
Councilor Frank Visser of the Christian Union complained about RegioRijder’s poor telephone accessibility. “A customer who wanted to reserve a taxi was on hold for no less than 45 minutes. Then he could not be helped because his wheelchair was not allowed.” According to the aldermen, there are now more people to answer the phone and things are going a bit better.
Arwen Scholten of Jouw Haarlem found it remarkable that a new regulation on student transport was recently adopted, which should provide better services. Practice shows otherwise for the time being. Scholten wanted to know what the municipality is doing to solve these problems.
“Last Tuesday was a day you wouldn’t want to experience”
“We are on top of it with all other municipalities,” councilor Van Leeuwen promised the council members. “It has nothing to do with the new regulation, but with the new tender. Last Tuesday was a day you wouldn’t want to experience. Contact has now been made with the parents who got into trouble.”
We are working hard on it, but it may take some time, Van Leeuwen said: “The stability will not be optimal in the coming weeks, but improvements are being made step by step until performance is at the desired level.”
Councilor Van Loenen also pointed out that the contract for student and WMO transport runs for five to nine years and that the new organization only started a week and a half ago.
Driver shortage
The Christian Union suspects that the problems are also related to the fact that there are now only two taxi companies operating on behalf of RegioRijder. Councilor Van Loenen acknowledged this. “There are now two companies, compared to three previously. That third party did not want to let the drivers transfer, which is why there is suddenly a shortage. The control center has now temporarily engaged a third carrier.”
European tender
NH also received several complaints about the carrier, especially from parents of children who go to special education with the taxi vans. Many people blame the municipality of Haarlem on social media.
For example, Bernadetye writes: “Once again, things are going terribly wrong with registering a company cheaply. When will we learn from the municipality of Haarlem?” And Joop says: “Register as cheaply as possible, then you get that bullshit. The cause is often planning. But it is a shame and I wish those affected a lot of strength.”
However, the municipality must adhere to European rules. Government contracts must be tendered in accordance with those rules. Companies that compete must submit a good plan of action, but the price is also taken into account.
Companies that ‘lose’ the tender can go to court if they do not agree with the outcome. They have a good chance of winning such a case. That is why it is sometimes difficult for a government institution to opt for a slightly more expensive solution, if it cannot simply be proven that the more expensive solution is actually of better quality.