地铁网络化运营后站务运作提升研究

目前广州地铁已建成并开通10条线路。地铁步入网络化运营阶段后,客流量剧增,通达性增强,服务范围和运营信息量增大,咨询、求助等乘客事务将随之增多,对站务运作效率提出更高的要求,站务运作效率的提升主要依靠科技进步和管理优化。分析站务运作的现状,提出采用智能技术促进乘客自助服务以及使用信息化手段提高内部运作效率的两大提升方向。通过车票移动电子支付、闸机事务自助处理、边门电子改造、手持式BOM、站务巡视智能报修、开发客运服务管理系统等优化措施,提升站务运作效率,以满足网络化运营的需要。

Improvement of Station Services for Subway Network Operation

Ten metro lines will be built and put into operation in Guangzhou by 2018.When the subway steps into the network operation phase,the traffic increases,the accessibility enhances,the range of services and operational information expands,and the passenger-related transaction increases,which has higher demands on passenger services.Improvement of station service mainly relies on technological progress and management optimization.By analyzing the status of the station services,I propose two improvement directions using smart technology for passenger self-services and information technology means to improve the efficiency of internal operations.By mobile ticketing,self-service gates transaction processing,wicket door electronic transformation,handheld BOM,smart repair station visits and development of passenger service management system,the station services are expected to be able to meet the needs of network operation.