城市轨道交通智慧乘客综合服务平台方案研究与设计

Research and Design of Smart Passenger Integrated Service Platform for Urban Rail Transit

城市轨道交通乘客服务相关系统和设施设备是提升乘客出行满意度的关键要素。以挖掘数据潜能、释放资源价值为切入点,整合相关系统业务流程,在研究国内城市轨道交通乘客服务智能化发展的基础上,从提升服务体验、优化运营管理、挖掘商业价值3个维度分析乘客服务存在的问题,提出基于中台技术的智慧乘客综合服务平台方案。基于信息资源整合和业务能力抽取,设计乘客画像、出行支持、客流特征、场景模型4大业务中台模块,满足乘客购票、站内引导、资讯获取等方面的服务需求,实现乘客服务与车站信息的协同共享能力。通过设计智能票务、无人客服中心、智能导向、精准营销等典型场景应用,提升服务体验与运营管理水平,促进商业资源开发以满足日益增长的乘客消费需求。

The key elements to improve passenger travel satisfaction are relevant systems and facilities.After integrating relevant system business processes and investigating the intelligent development of passenger service in domestic urban rail transit,this paper analyzed the problems existing in passenger service from three perspectives of improving service experience,optimizing operation management,and mining business value.A scheme of the smart passenger integrated service platform based on the middle platform was proposed in order to fully tap data potential and release resource value.Based on the integration of information resources and business capability extraction,middle platform modules of four aspects were designed,including passenger portrait,travel support,passenger flow characteristics and scene model.This meets the service needs of passengers in ticket purchase,station guidance and information acquisition and enables the collaborative sharing of passenger service and station information.Through the design of intelligent ticketing,unmanned customer service center,intelligent guidance,precision marketing and other typical scenes,the service experience and operation management are improved,and the development of business resources is promoted to meet the growing passenger consumption demand.