The Regional Express Train (TER) is now the backbone of mass transportation in Dakar. It carries up to 80,000 people per day and serves 13 stations and stops between Dakar and Diamniadio, Monday to Sunday non-stop. During Ramadan, the TER is overcrowded, traffic is intense, and stations are full, much more than usual. To address this sensitive and very difficult situation for everyone, the TER Operating Company (SETER) has organized itself well to manage the flow and ensure the safety and comfort of passengers.

Organizational adjustments implemented for efficient service

Aware of the importance of the TER for Dakar residents, SETER considered it important to put in place a system to ensure the continuity and quality of service both in stations and in its various work sites. Whether at the Railway Operations Center (COF), in the maintenance workshops or in the station, all teams are mobilized to work, during this period, with professionalism and customer service, and not to deviate from the procedures and rules put in place to ensure safety. Organizational readjustments have been made by SETER (management of retention and large passenger flows, adaptation of the transport plan, management of agent cuts, among others) for an efficient service.

This involves: the reinforcement of the trains in the morning to free up the outgoing flow coming from Diamniadio, from 3 p.m., reinforcement with two additional trains to relieve passengers; the change and adaptation of the maintenance schedule to ensure the efficient provision of rolling stock for the benefit of passengers; the reinforcement of human resources made available to ensure continuity of activity during this period and to compensate for the reinforcement of the trains (and transport plan for staff); the reorganization of the teams on the ground, at the time of the cut to ensure continuity of service at the station; the maintenance, at the COF level, of certain strategic positions (Traffic Managers) in their office, generally, throughout the month of Ramadan; information on the extended waiting time, at peak times; and finally, the announcement of information relating to retention by the Customer Relations Center (CRC) for better organization and a better choice of timetables for the train.

"We work with great rigor"

Mr. Grégoire Diouf is Head of Traffic at SETER. His job is to map out train routes from the departure station to the arrival station and handle any incidents that may occur on the right-of-way. Found at his workplace, the Railway Operations Center (COF) at SETER's General Directorate, located in Colobane, Mr. Diouf explained how he has been working since the beginning of Ramadan. "Indeed, we have a much higher passenger flow during Ramadan, especially in the morning and afternoon. As a result, we work with great rigor and concentration. Also, we have more trains in the afternoon, allowing us to evacuate the entire flow of passengers. Our work requires much more concentration and much more rigor. And that's what we strive to do every day," he said.

He added: "There are three of us (03) and at the time of breaking the fast, as it is a post that rotates continuously. We organize ourselves to go there in turns so as not to give up."

Provision of more trains during peak hours

At the Rolling Stock Maintenance Department (DMMR), located in Colobane, the team is organized into three (03) poles, namely: a production pole, an engineering pole and a support function pole which takes care of everything related to logistics. Here, Mr. Alé Penda Thiam, deputy director of production and maintenance, informs that, to meet customer demand during Ramadan, he and his team are working to make a few more trains available during peak hours. This involves injecting an additional train in the morning from 7 a.m. and which returns to the maintenance workshop at 9:30 a.m.; and in the afternoon, to allow passengers to break their fast on time. Two (02) additional trains are put into operation from 3 p.m.

To cope with this exceptional situation, Alé Penda Thiam has also reorganized his maintenance team. As a result, he has modified his teams by reallocating their schedules so that they start working from 9 p.m. to 5 a.m. and also from 11 p.m. to 7 a.m., to accommodate the start of service of the trains and the morning rush hour.

Regarding safety, the Deputy Director of Production and Maintenance reports that they have an additional request to ensure that all trains that are engaged comply with all safety conditions.

"We are receiving many more travelers than usual."

After Colobane, we head to Dakar station, where Mr. Babacar Diop, Dakar Sector Head, is busy. According to him, SETER has taken the lead to ensure good service continuity. "During this Ramadan period, we receive many more travelers than usual. This is why SETER has taken the lead by putting in place a very good organization. We have a transport plan with two (02) additional trains to reduce the waiting time of travelers," he said.

Babacar Diop added that SETER has also strengthened its retention system, which consists of managing the flow and potential accidents, while maintaining fairness between the different stations, as each one is very busy. All this is being done with the support of the National Gendarmerie, which supports the entire station team. "The teams are on the ground every day with great dynamism and professionalism to provide our passengers with a good customer experience, from the departure station to the arrival station. We also have announcements that we broadcast at the stations to inform passengers of waiting times, which may be extended given the situation, but also to remind them of the safety rules and wish them a happy Ramadan," Babacar Diop immediately explained.

He points out that the Customer Relations Centre (CRC), which is their remote contact channel, is in high demand by travellers who call for information on train timetables, the adaptations that have been put in place but also to gather travel advice to choose the ideal time to travel with complete peace of mind and tranquility.

"We have taken the necessary steps to ensure service continuity. Teams take turns taking a short break just to break their fast. This allows passengers to have an agent positioned throughout the traveler's journey to inform and assist them throughout their journey. In addition, train stations are also places of interruption. Today, even passengers who are still at the station at the time of breaking their fast can take advantage of nearby restaurants to break their fast. And so far, since the beginning of Ramadan, passengers have expressed their satisfaction because they have not encountered any major problems," said the Dakar Sector Chief.

Please note that detention is a system put in place to ensure passenger safety. It involves organizing boarding the train by subgroup, with a quota set for each station.

The TER remains and continues to be the most punctual, fastest and most reliable form of transport.

As usual, the majority of travelers encountered at Dakar train station expressed their satisfaction and loyalty to the TER. According to them, the TER remains and continues to be the most punctual, fastest, and most reliable form of transport.

At 3 p.m., Dakar train station is already packed with people. Travelers are queuing to take the TER train and get home before the fast break. This is the case for Mr. Thierno Tidiane Sy. For this chemistry professor, the TER is more convenient. "I often take the TER and I even have a season ticket. I find it very convenient, and that's why we find people there. Not just for the month of Ramadan, but especially for the month of Ramadan because it's faster, there are no traffic jams, and it's safe," he insisted.

Not far away, Bassirou Baldé is waiting for the train with his friends. "Compared to other means of mass transportation, the TER is much faster. There are a lot of traffic jams during Ramadan, but with the TER, it's faster and less tiring," said the young entrepreneur who lives in Rufisque.

Khoudia Kane is a mother who lives in Yarakh (a suburb of Dakar). She takes the TER train every day from Dakar train station so she can arrive on time, break her fast with her family, and prepare dinner.

Ndèye Guèye is a 11th-grade student at Jean d'Arc in Dakar. Every day, when she gets off, she takes the TER train from Dakar train station to go home to Bargny. "The TER train is one of the best-organized forms of transportation. Because, even during rush hour, there's no chaos. It's very well organized so everyone can get what they want. For example, there's a line for senior citizens, a line for people who just want to stand and get home quickly," the young girl said, adding that the TER train helps her get to school on time.