Passengers "ordering" subway "receiving orders": These suggestions will be done soon

Jimu Journalist Pan Xizheng

Correspondent Li Dan produced Qi Dou

Can the customer service center improve the display and allow passengers to view it easily? The tidal passenger flow is very obvious. Can the elevator in the station optimize the direction of operation? Jimu Journalists learned from Wuhan Metro Operation Company today that the relevant departments quickly "received the order" by the rationalized suggestions made by passengers, and soon rectified and implemented, and they were praised by passengers.

Multi -screen synchronization shows that the customer service center function is more complete

The 26th is Sunday, and there are still many subway passengers. At 10 am, Jimu Journalists came to Changgang Road Station on Line 2, and Ms. Zhang was recharged at the customer service center. "I found that the balance was insufficient when I went out to swipe the card, so I came here to charge some money." Ms. Zhang lived nearby and took the subway to commute almost every day, and was very familiar with the subway.

Passenger viewing the screen is very convenient

Delivery cards, scan code payment, collect card, and swipe card out of the station. A series of actions are completed within half a minute. "Now I can see the operating interface of the staff. In addition to displaying the two -dimensional code of payment, I can clearly see how much recharge and how much the card balance is." Ms. Zhang sighed that it was not so convenient before. The customer service center "run around". After improvement, the small customer service center has become more and more complete.

"Although the customer service center has a display of passengers on the three sides, sometimes it is not convenient to check, and we cannot pay the code to pay, and we must turn around to the other side." At the end of last year, Ms. Dong, a citizen of the citizen The webmaster suggested: "Can you connect these three screens, just watch it no matter where the passengers are."

Customer service center implementation multi -screen synchronization display

Soon, this rationalization suggested that it was assigned to the subway ticket inspection system professional engineer Yuan Shanshan and the maintenance technician Zhang Xing's hand. They immediately launched the demonstration work and proposed a specific transformation plan: add a passenger display switching device to achieve the need for the need for multiple display screens to synchronize display needs At the same time, the countdown countdown was extended from 60 seconds to 120 seconds, which is convenient to operate the unskilled middle -aged and elderly people with mobile phones to scan the code to pay.

After the discussion of the plan, they determined that Line 2 Changgang Road Station was the first station to be transformed by pilot transformation. In December last year, the technicians used 3 overnight to complete the transformation and testing. After observing for a period of time, everyone found that the results were very good, so they were promoted to other sites with demand and conditional conditions. According to reports, the current 33 customer service centers have been renovated in Line 2 No. 2, and 22 are being advanced. It is expected that the rectification will be completed in the next two months.

Optimize the direction of the escalator and resolve the tide passenger flow

In the Wuhan East Railway Station of Optics Valley, a small change is also related to the advice of passengers.

The station connects the central urban area, Donghu High -tech Zone, and even Ezhou City. It is the transfer station of Line 2 and Line 11. Wan Chengdi. The webmaster on duty told reporters that the station's daily passenger flow is very distinctive, showing the tidal characteristics of the morning and evening peaks: during the early peak, most passengers transfer to Line 11 to Line 11. During the evening peak, most passengers are most of the passengers. Transfer from Line 11 to Line 2.

"Some passengers make suggestions whether to optimize the direction of the escalator's operation and speed up the passenger's flowing in the station." The station duty head of the station said that in response to the "order" of passengers, Wuhan Metro timely "distribution", station "receiving orders" Take out the rectification plan: The peak passenger flow in different directions in the morning and evening peaks, flexibly adjust the direction of the two gear elevators flexibly, use iron horses isolates the passage, set up temporary marks near the elevator, and guide the staff of the staff to effectively reduce the hedging of passenger flow and improve the transfer efficiency.

"Level 4 Delivery" makes good suggestions quickly rectify and effective

Lower the grassroots level, observe the people's sentiment, relieve the people's worry, and warm the people's hearts. This year, Wuhan Metro has explored the establishment of a "four -level delivery order" working model for passengers ordering, total domination order, branch purchase order, and organizational evaluation. , Careful, warm -hearted "five -hearted service".

Yao Jie, secretary of the branch, discussed the "four -level delivery order" with the party members

"Passenger order", that is, passengers can feedback and suggestions through evaluation, citizen hotline, and station opening date; "Buy", that is, the branch's theme party day's subject to the root cause of the problem and formulate a plan to make rectification; "Organization Evaluation", that is, the organization evaluates the rectification results through the method of feedback from passenger feedback and satisfaction survey.

Wuhan Metro proposes that all party members and cadres must go deep into the network station and the service site, listen to the calls of citizens, passenger expectations, and sort out the list of problems in time, and "sell the number" in the "four -level order" method to promote subway operations one by one to promote subway operations Increased quality and efficiency of service work.

Since the beginning of this year, Wuhan Metro has formed more than 100 matters to improve and improve services. Each matter has clearly clarified the responsible departments, supervised the progress of the service, and promoted the service improvement, so that the urban service window has a "face value" and more "temperature".

(The picture is provided by the correspondent)

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