Originally Posted by manord

And, from appearances in last few days, not enough training on SHARES for PMUA agents prior to the 3/3 go-live. Still seem to be learning the system in front of customers - longer lines because of slower processing with unfamiliar system, plus more frustration (agents and customers) because of "don't know how to do that anymore".

Seem to have gone to a lot of trouble to muck about with the distances between cities but not to make a smooth customer experience during transition.

That is not just a cheap jibe - perceptions matter - and trivia can impact perceptions very quickly and blind customers to any future fixes or good work.