Real-time Emergency and Civil Complaint Response... Busan Transportation Corporation Increases Sensory Services

Busan Transportation Corporation announced on the 27th that it will strengthen citizen-sensory 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 receipt and processing-centered civil complaint response.

First, they are taking action in line with citizens' expectations in situations such as heating and cooling, train delays, and emergency responses.

To resolve discomfort with heating and cooling inside trains, they are operating 'mild cooling cars' on the second cars of Lines 1 and 2, and have introduced practical improvement measures such as combining automatic temperature detection devices with manual control functions. When passengers provide the car number to the call center, this information is shared in real-time with the engineer, allowing immediate temperature adjustments.

In the event of a patient occurrence inside the train, the controller, engineer, and station worker quickly respond through a real-time cooperation system, while automatic external defibrillators (AEDs) are installed at all stations and CPR training for employees is conducted regularly.

Civil complaints of 'praise' from citizens are also steadily increasing.

Recently, when a passenger with an intellectual disability accidentally relieved themselves inside the station, a station worker diligently assisted and safely handed them over to their guardian, conveying a warm message. There was also a story of a foreign passenger who was touched by the kindness of an employee who hailed a taxi and guided them to their destination, and returned to the station safety room to express their gratitude with a violin performance.

A broadcast by an engineer suggesting 'Let's call our parents on Parents' Day' received a positive response from citizens and became a topic of conversation.

In March, an employee at Munhyeon Station calmly recognized and swiftly responded to a situation that could threaten citizen safety on the platform, successfully resolving the situation in cooperation with the police. This employee participated in a writing contest with 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-sensory services. They operate 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, awarding a letter of appreciation and rewards in the president's name to employees who receive praise 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 conducted by the Ministry of the Interior and Safety last year, and achieved first place for eight consecutive years in the urban railway sector in the 'Korean Customer Satisfaction Index (KCSI)' survey.

President Lee Byung-jin of the corporation said, "I deeply appreciate the interest and support you have given us over the past 40 years," and added, "We will continue to listen closely to the voices of citizens and realize urban railway services that citizens can feel."


bsk730@fnnews.com Kwon Byung-seok Reporter