Huang Yongjian, General Manager of MTR Rail Transit (Shenzhen)**.
The subway has become one of the important symbols of urban development. Nowadays, Shenzhen's subway lines are distributed to all corners of the city, which is related to the travel of more than 10 million people in the city, and is the engine for the city's operation and change. Line 4 is an important central axis connecting Guanlan, Longhua and Futian, with an average daily passenger flow of about 600,000 (weekdays) after the epidemic. MTR (Shenzhen) adheres to the railway culture of the Hong Kong Metro, combines the local characteristics of Shenzhen, and always adheres to a "customer-oriented" heart in the walking space, shuttling on the central axis with a vivid image of safety, intimate service, sincerity and detail-oriented, and building a new idea of integration between the subway and the community, life and travel.
Pay attention to the details and think about the needs of passengers
Originally from Hong Kong, Wong has been the General Manager of MTR (Shenzhen) for more than four years. Over the years, he has adhered to the "original intention" and always provided convenient travel and considerate service for the passengers of Line 4 as the focus and foothold of his work. "It is the original intention of MTR (Shenzhen) to bring MTR's rich management experience and DNA to Shenzhen and provide warm-hearted travel services for the public. Every time we improve our services, we revolve around the idea of 'what our passengers need'. Huang Yongjian said.
In 2023, MTR (Shenzhen) Line 4 will average about 600,000 passengers per day, and the passenger flow will gradually return to the pre-epidemic level. In order to meet the travel needs of passengers and improve their riding experience, MTR (Shenzhen) regularly conducts special surveys to flexibly adjust travel arrangements to meet the needs of passengers according to different travel periods. At the beginning of this year, in order to meet the demand of cross-border students at Futian Port, MTR (Shenzhen) Line 4 continued to optimize train services and adjusted the first train time at some stations, among which the first train from Qinghu Station to Futian Port was advanced to 6:22, and the first train was 8 minutes earlier. In addition, in order to meet the needs of passengers for evening travel, the operating hours of Shenzhen Metro Line 4 are extended by 30 minutes to 23:30 every Friday. During the extended service period, Line 4 will operate 10 additional shifts. On this basis, the "half-distance additional bus" service of Line 4 was upgraded simultaneously, with 2 additional trains to 13 trains, and some "half-distance buses" were upgraded to "full-journey buses". Overall capacity increased by 2% on Friday. In November this year, in view of the uneven distribution of passenger flow in different sections and different periods of the evening peak of Line 4, MTR (Shenzhen) broke through the bottleneck of the spatial dimension, starting from the time dimension, starting from Futian Port Station during the evening peak hours, increasing the frequency of departures, and compressing the interval between trains during the evening peak hours to 25 points, which greatly improved the travel efficiency of "homemakers" in the evening rush hour. MTR (Shenzhen) has been deeply involved in Shenzhen Rail Transit for more than 10 years, and has been focusing on listening to the needs of passengers, listening to their suggestions and opinions on service improvement, through scientific and rigorous analysis, selecting the parts that passengers are most concerned about, formulating feasible improvement plans, and implementing them into the annual service improvement details, so that passengers can effectively feel the "sincerity" of MTR (Shenzhen)'s service.
MTR (Shenzhen) starts from the details and brings passengers a unique travel experience with the "ingenuity" of excellence. In order to improve the overall aesthetics and ease of the customer service center logo of Line 4 station, MTR (Shenzhen) has conducted on-site research for many times, optimized the customer service center logo through section optimization and overall layout design, and improved the clean and beautiful service environment of the customer service center. In terms of the station environment, the stationmaster on duty in the morning of the station wears white gloves and touches and checks the stainless steel handrails of the stairs, the handrails of the escalators, and the vertical ladder buttons that are easy to reach by passengers to ensure that they are clean in place and have no hygienic dead ends. These are closely related to the passenger experience, starting from the details of service improvement, starting from the passenger experience, MTR (Shenzhen) continues to gain in-depth insight into travel needs and improve passenger service quality.
Journey is never a single journey from the place of departure to the destination. Huang Yongjian said with a smile that he will also take the subway in his free time to experience the subway services and facilities as a "passenger". In the same vein, he will look at all aspects of improving passenger travel from a manager's perspective. From the perspective of "customer first", starting from the passenger experience, we strive to make subway travel more refined, efficient and convenient.
With temperature, let smart travel be close to life.
Under the wave of digitalization and intelligence, urban rail transit is becoming more and more intelligent, and it is becoming more and more convenient for citizens to travel and live. This year, the first batch of pilot self-service stations on MTR (Shenzhen) Line 4 was launched to provide citizens with self-service ticket processing, which can be used by self-service ticket processing machines (STM) to recharge, inquire, handle ticket card exceptions, and purchase one-way tickets and children's tickets, which is fast and convenient. In addition, in order to improve the happiness of citizens and help the elderly, disabled and other passengers travel, the MTR (Shenzhen) LIVE+ mini program officially launched the "love reservation" service, providing passengers with special needs with a "love relay" service of "entering the station, getting on the train, getting off the train, and leaving the station", so as to achieve "one-click reservation and coverage of the whole line". The functions of the MTR (Shenzhen) live+ applet also optimize and upgrade service functions at the same time, such as online umbrella rental, ticket purchase and other services can be operated in one step.
Huang Yongjian said that technology has penetrated into all aspects, and in the future development, MTR (Shenzhen) will pay more attention to how to make technology improve customer service, operation management and other aspects, so that rail transit can ensure efficiency and safety, and highlight "technology changes life", so as to improve passenger experience.
Vitality and sustainable development of the city.
We often say that to build a subway is to build a city. The relationship between rail transit and urban development is self-evident, and now rail transit is no longer limited to transportation, but affects and promotes the sustainable development of the entire city. Huang Yongjian said with great certainty that low-carbon, green and sustainable development is the development concept that MTR (Shenzhen) has been advocating and practicing. In 2022, MTR (Shenzhen) actively responded to the national national policy of "carbon peak by 2030 and carbon neutrality by 2060", and vigorously developed photovoltaic green power. MTR (Shenzhen) built the first subway 1The 24 MW distributed photovoltaic project will be completed in 2023The second phase of the 66 MW distributed photovoltaic project, the photovoltaic power station covers a total area of about 260,000 square meters, with a total annual designed power generation capacity of about 3.4 million kWh, will reduce carbon dioxide emissions by about 40,000 tons during the cooperation period, equivalent to planting 2.3 million trees. At the same time, this year, MTR (Shenzhen) will continue to explore and promote energy-saving and low-carbon projects, and signed an energy management project with Guangzhou Metro Design Institute for the air-conditioning system of the first phase of MTR (Shenzhen) Line 4, which is expected to save an average of 357 per year after the completion of the first phase of the station320,000 kWh, with an average energy saving rate of 40% or more, which not only reduces the power consumption of the air conditioning system, but also further achieves energy saving and low carbon.
As one of the means of transportation for green travel, it is also the mission of rail transit people to consider the sustainable development of rail transit from multiple perspectives while continuously developing rail transit and improving services. Huang Yongjian said that over the years, in order to advocate "green travel" and spread the concept of environmental protection and public welfare, MTR (Shenzhen) has carried out "green travel" public welfare activities in different forms every year, such as cycling + subway experience activities, environmental protection lectures and other ways, which has enhanced the environmental awareness of the general public and reduced the city's carbon emissions.
The subway is like a conveyor belt in the underground and above-ground space, bringing citizens living in different areas from one end to the other. In a fluid space, everyone comes from all over the world, and each has a different story in their hearts. It is the subway, so that everyone can shuttle through this mobile space more conveniently and efficiently, and feel the warmth of human affection and cultural integration. In building a new type of travel culture, MTR (Shenzhen) adheres to the mission of the Hong Kong MTR "Let the City Move Forward", and is committed to developing and connecting the community, transforming the traditional transportation service industry into a more humane and warm service, starting from the "heart", creating a more comfortable travel space for citizens along the line, and making the city's development more dynamic.
Wen Xin Ying and Xie Yaohui.