When I first moved to Singapore eight years ago, I remember being slightly horrified that so many things were online and automated. Because to me, anything using technology would be at best unreliable for use. THAT is because I'd been living in the UK! I was delighted to find that in Singapore (and nearby countries) technology works 99% of the time. And it actually does what people had trumpeted it should: make our daily lives simpler, more efficient and less stressful!
That last statement certainly did not apply to the UK in 2011. But shockingly, I find it still doesn't now! I had coffee with a Japanese friend quite soon after I returned and was having problems with internet service. And she basically laughed, and coined the title of this post: "The UK does not do tech!"
OK, of course technology exists in the UK, but in a vast majority of cases for regular humans, it just doesn't work. I know Brits will be hopping up and down going 'But it does work!' - but compared to even some developing countries in APAC, it really doesn't! Here are four examples from my recent time in London:
1. Supermarket checkouts have been automated. There could be maybe 20 self-service machines in a larger store now. And regardless of whether you agree with automation or not, at the very least, that should mean no queuing for the customer. But it's almost guaranteed that 50-60% of machines will be Closed or Out of Service. Or in service, but break down while you're using them. So tellers no longer get paid, and customers still wait in long queues.
2. A large number of MRT stations (especially outside central Zone 1) are no longer manned. Again, a controversial move driven by cost, and there have been concerns over passenger safety etc. But it means that at some stations we rely solely on the machines for any queries or transactions. And again, 50% of the machines don't work! Or they will work for just one of the several services they're supposed to provide. But it might not be the one you need! I mean, a basic would be to allow people to buy tickets/travelcards, no? But I've been stranded at stations several times with groups of frustrated passengers - at a bank of machines all rejecting our cards and spitting out our cash.
3. Home internet breaks down! This is something I had completely forgotten could happen! In SE Asia, it's a given that your net is provided 24/7 - 365. Just like water, or electricity. And a company which couldn't do that would probably fold quite fast! And in fact, while living in Kuala Lumpur, we'd actually have power and water outages, but the net provider was solid throughout! (Well, apart from during the power failures obviously!) In the UK, net can fail completely, for weeks in some cases (as experienced with a terrible provider here called VirginMedia) and with ridiculously difficult processes to contact customer services, who are also not interested in helping! I am actually amazed that this company hadn't folded. But I guess the bar is set very low for service and tech, so people still go back to them? (Home internet is also very expensive in the UK!)
4. Online services do not work. Some do, and occasionally commercial outfits - such as my bank - have actually improved in the past eight years. But try to (again) buy a train ticket, order medication, or do other important things online, and there's a high chance that it won't work. AND it will probably require hours of your time and stress discovering this! AND old-fashioned systems have often been removed in favour of the non-functional tech - so you're left with no way forward! The centralised (non-MRT) train ticket systems are so atrocious that my flatmate (who needs to travel regularly for business) will actually make the trip across London to visit the station offices and buy in person. It takes a few hours of his day, but he says still saves time over attempting to do anything online! None of this seems very first-world.
Like I've said before, compared to the APAC region, the pace of change in the UK is very slow. But it has been EIGHT YEARS since I left, not eight months. And I find the continued inability to make tech work wholly perplexing! There are many, many very smart people here, who know how to do the various facets of tech. Famously, the internet was even invented by a Brit! So why, in 2019, does tech infrastructure still work so poorly? Sure, it's a bigger country than Singapore. And there's existing infrastructure to overcome (?) to put in the new. But making a basic website transaction work? Or getting reliable internet access for a home in central London? What's going on there? The failures happen across both government and commercial systems. Is there just terrible management managing the people who know about tech? A dearth of talent for one, vital facet of tech? One can't argue with the fact that technology is our present and future - so it seems unlikely that poor investment is the problem, especially at commercial level. Or - like the VirginMedia example - has the bar of performance for consumers just been set so low in the UK, that organisations just don't really care or try?
It's not good news for our economy, though! Safety and ethics aside, wasting hours of working people's time, leaving them stranded at stations, or without medications, because of bad systems does not put us in a good position! Especially when other parts of the world have harnessed technology and are racing ahead with it.
Hopefully I will at least be able to publish this post successfully!
Photo credit: Twitter
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