城市轨道交通集成式客服中心研究及应用  

Research and application of integrated customer service center of urban rail transit

作　　者：董晓婷 裴练军 李锋 夏培新 DONG Xiaoting;PEI Lianjun;LI Feng;XIA Peixin(Shanghai Shentong Metro Construction Group Co.,Ltd.,Shanghai 200070,China;Shanghai Huahong Jitong Smart Card System Co.,Ltd.,Shanghai 201206,China)

机构地区：[1]上海申通地铁建设集团有限公司,上海200070 [2]上海华虹计通智能系统股份有限公司,上海201206

出　　处：《现代城市轨道交通》2024年第5期33-38,共6页Modern Urban Transit

摘　　要：文章首先研究城市轨道交通乘客使用单程票和现金的情况,并选取部分车站对早晚高峰客流进行分析,根据乘车车票使用种类和比例,提出自动售检票系统关键模块的优化设计指标;然后针对客流和运营的实际情况及关键模块的优化考虑,提出新型一体化设备方案——集成式客服中心,以实现售票、现金处理、票务处理等功能的集中,并对工作人员的相应职责以及带来的客流变化进行探讨;最后针对目前自动售检票系统终端设备配置,指出应优化自动售票机数量配置,并对现行相关标准的适用性提出建议,以适应“互联网+”带来的乘客行为变化,一定程度上减少建设投资和日常运营费用,并减轻维护工作量,提升乘客的自助服务水平。This article studies the use of single journey tickets and cash by urban rail transit passengers and selects certain stations to analyze the passenger flow during morning and evening peak hours.Based on the types and proportions of ticket usage,optimization design indicators for key modules are proposed.Based on the actual situation of passenger flow and operation,and considering the optimization of key modules,new integrated equipment,namely the integrated customer service center,is proposed to achieve centralized services for ticket dispensing,cash processing,ticketing processing,and other functions.The responsibilities of staff and the changes in passenger flow brought about by it are discussed.This article also proposes to optimize the configuration of the number of automatic ticket vending machines for the terminal equipment configuration of the current AFC systems,and puts forward suggestions for the application of the current relevant standards to adapt to the changes in passenger behavior brought about by Internet+,reduce construction investment and daily operating costs to a certain extent,as well as reduce the maintenance workload and improve the level of passenger self-service.

关 键 词：城市轨道交通 自动售检票系统 自动售票机 单程票 集成式客服中心 

分 类 号：U121[交通运输工程]