Busan Transportation Corporation Strengthens 'Citizen Touch Service' on 40th Anniversary of Opening

[Financial News] Busan Transportation Corporation announced on the 27th that it would strengthen citizen experience services that communicate and empathize with citizens on the 40th anniversary of the urban railway opening.
The corporation is operating an active response system centered on on-site verification and customized measures, moving away from the existing simple reception and processing-centered civil complaint response.
First, in situations such as heating and cooling, train delays, and emergency response, it is taking measures tailored to the citizens' perspectives. 
To resolve discomfort with heating and cooling inside trains, it has introduced practical improvement measures such as operating 'mild cooling cars' on car 2 of Lines 1 and 2, and combining automatic temperature sensing devices with manual adjustment functions. When passengers provide the car number to the call center, the information is shared with the driver in real-time for immediate temperature adjustment. 
In the event of a patient occurrence inside the train, the controller, driver, and station attendant respond quickly through a real-time cooperation system, while automatic external defibrillators (AED) are installed in all stations, and CPR training for employees is regularly conducted.
'Compliment complaints' from citizens are also steadily increasing.
Recently, when a passenger with an intellectual disability accidentally relieved themselves inside the station, a station attendant helped them with care until the end and safely handed them over to a guardian, delivering a warm resonance. There was also a story where a foreign passenger, moved by the kindness of an employee who caught a taxi and guided them to their destination, returned to the station safety office to express gratitude through a violin performance.
On Parents' Day, the broadcast of a driver suggesting 'Let's call our parents to check on them' received a positive response from citizens and became a topic of conversation.  
In March, an employee at Munhyeon Station calmly recognized a situation that could threaten citizen safety on the platform and responded quickly, successfully resolving the situation through cooperation with the police. This employee participated in a writing contest based on this experience and donated the entire prize money to the Briquette Bank. 
The corporation is also focusing on expanding the institutional foundation for strengthening citizen experience services. It operates a 24-hour year-round call center to gather citizens' voices in real-time through various channels such as phone, text, and KakaoTalk chatbot. 
The corporation shares the gratitude received from citizens with its employees and awards a letter of appreciation and rewards in the president's name to employees who receive compliment complaints. Positive cases are shared within the organization, leading to an improvement in the service mindset of all employees.
Thanks to these efforts, the corporation recorded the 'highest score ever (90.5 points)' in the customer satisfaction survey hosted by the Ministry of the Interior and Safety last year and achieved first place for eight consecutive years in the 'Korean Customer Satisfaction Index (KCSI)' survey in the urban railway sector.
President Lee Byeong-jin of the corporation said, “I deeply appreciate the interest and support you have given over the past 40 years,” and added, “We will continue to listen to the voices of citizens most closely and realize urban railway services that citizens can feel.”


bsk730@fnnews.com Kwon Byeong-seok Reporter