【Highway Bus Terminal of Tokyo Station】Easy-to-understand display and easy operation make work more efficient
The system displays icons, notices and detailed information about the bus service, making it easy to understand for passengers using the bus terminal and streamlining operations.
JR Bus Kanto Co.,Ltd
Interviewee
Section chief Mr. Oshimoto
Operations manager Mr. Wada
JR Bus Kanto Co., Ltd. operates the JR Express Bus Terminal at the Yaesu South Exit of Tokyo Station. The company had operated a digital information system in the past, but decided to renew the system due to its deterioration over time, so they installed CMP. We interviewed them about the changes in their business operations, the response from passengers using the bus terminal, and the management of their advertisements.
Issues they wanted to solve
The previous operational information display had deteriorated over time, making it difficult to see, and passengers often asked questions about it. In addition, the operation of the system had become so individualised that only one person could operate it.
Key points for choosing CMP
A system that is not only equipped with the basic functions of a bus operation information display, but is also future-proof and easy to use.
Effects after introduction
The number of questions from passengers has decreased thanks to easy-to-understand displays such as icons. The ability to respond to temporary disruptions and delays with simple operations has streamlined operations and we are no longer dependent on a single employee.
Aiming for an easy-to-understand display and user-friendly system
- Could you tell us about the background of the renewal of the digital operation information system?
We had been using the equipment that was originally renewed when the bus terminal here was built, but the screens had become blurry and no longer display well due to age-related deterioration, so we decided to replace them.
- What challenges did you face with the previous digital operation information display?
Previously, the display was dark and difficult to understand, so passengers often asked questions to the information desk. In addition, when an extra flight was scheduled on the day, it was necessary to change the entire data to reflect the change on the display, which was a hassle.
- Why did you choose CMP?
We chose CMP after comparing systems from various companies, placing emphasis on future potential and ease of use, while maintaining the basic functions of the previous system. In addition, since only one person in charge was able to operate the system before, we also emphasized the importance of eliminating the need to assign people to specific tasks and making it possible for anyone to operate the system.
- Let us know your impression of CMP.
The ability to display destination and seat availability information, as well as information about the next bus, has increased the amount of information that can be provided to passengers. Since it is displayed in multiple languages, foreign passengers are also able to see the display screen, and it is really convenient. Also, icons are used to display the symbols of transportation IC cards and airplanes, and the information on available seats is indicated by "○-✕-△," which is easy to understand. And the number of questions we receive from passengers has reduced.
Improved work efficiency・A sense of job satisfaction
- Has your work efficiency improved?
It really is easier than before, and when there is a delay or temporary suspension of service, it can be done at the touch of a button, so the operation is definitely faster. Operations that used to take two to three minutes can now be done in 30 seconds.
As for the operation, we were all able to do it once we were properly instructed at the beginning, and we were able to respond promptly when extra flights were needed. Before, we used to have trouble when the person in charge was on vacation, but that no longer happens.
- Have there been any changes in your operations?
Now we can do things we couldn't do before, and we can think about how to make the display easier for passengers to see. Some routes have different numbers of bus stops, but now we can display information on the number of buses, so we can display all the bus stops to reduce the number of questions from passengers. It is now more rewarding to be able to do such things. I am happy that passengers often tell me that the display has been improved and that the bus stops are now easier to find.
- How about the operation of advertising?
Previously, only up to three ads could be displayed, so even if we wanted to seek more ads, we could not do so if they were already occupied. The introduction of CMP has eliminated this bottleneck, and I think the effect of changing the ads on all nine display units at the terminal at the same time will have a significant impact.
- I understand that you are considering the introduction of automatic voice information in the future.
Since it is difficult for the personnel to respond in English or other languages, we hope to be able to play audio information in English, Chinese, Korean, etc.
- Thank you very much. We will continue to make every effort to meet your expectations.