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JR East Group Sustainability Report 2018

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JR East Group Sustainability Report 2018 Cooperation with customers and Relationship with communities to ensure safety Passengers Medium-term Vision for To ensure the safe use of stations and trains, ○Level crossing zero accident campaigns Service Quality Reforms 2020 we are implementing various measures We ask our customers and neighboring so that our customers and people in communities for cooperation in the safe use Since designating 2011 as the baseline year for service quality reforms, we have been working to improve our communities can press emergency stop of level crossings, through awareness increase Safety buttons when they sense danger. activities with local police stations and by posting service quality by implementing a variety of measures, campaign posters at stations and showing TV and and in FY2019, we announced our new“Medium- radio commercials. term Vision for Service Quality Reforms 2020.” This ○Platform zero accident campaign document outlines our vision for accelerating and We are conducting further developing the initiatives we have implemented platform zero accident to date, with the aim of being number one for campaigns to alert passenger satisfaction in the Japanese railway industry. customers to avoid ・Preventing transport disruption coming into contact We will resolutely strive to prevent transport Society with trains or falling disruptions from every aspect. ・Minimizing effects of disruptions on passengers onto tracks at During the campaigns, we In cooperation with local platforms. Additionally, post campaign posters police stations, we visit local We will respond flexibly through actions such as and distribute pocketable elementary schools near Class the campaigns aim tissue packs with campaign 4 level crossings, which do not turning trains back and promptly resuming train to ask customers to information at stations. have crossing gates or alarms, for operations. educational activities. push emergency stop ・Provision of information during emergencies buttons when they ○Utilization of simulators for platforms and level In order to help passengers decide on their next step, sense danger. crossings we will communicate information without delay during Platform zero accident campaign We are offering opportunities for our customers to emergencies. Environment try pushing emergency stop buttons that can be ・Realizing railway services passengers can use ○Campaign to found on platforms and at level crossings. Platform comfortably prevent dashing onto simulators are located at stations and local events, We will provide stations, railcars, and services that live a departing train while level crossing simulators are located at Society up to passenger expectations of JR East. 26 railway companies driving license centers, etc. so that people can try ・Providing impressive passenger service are jointly implementing pushing the button and see how it works. We will offer services that inspire passengers to use a campaign to prevent our group again. dashing onto a departing train to raise awareness among passengers that it is Confirm grasp of issues and effects dangerous, and asking of measures implemented through passenger satisfaction surveys them to push an emergency train stop CONTENTS button when they We conduct passenger satisfaction surveys via our Campaign to prevent dashing JR East Passenger Questionnaires to enable us to notice danger. onto a departing train Relationship with Passengers…49 gain an understanding of how passengers evaluate Platform simulator Level crossing simulator Relationship with Society…62 our services that we cannot get simply through Relationship with Employees…73 passenger feedback and to quantitatively check levels of passenger satisfaction. Based on the survey results, we are addressing various measures while making it a rule to pick up such matters as the“stability of transportation” and“provision of Level crossing safety lecture information to passengers during transportation service disruptions” as issues we should most urgently address. Assistant Manager, Suigun Line Operations Office, Mito Branch Office To prevent level crossing accidents involving children, since 2016 alarm is activated and not we have been visiting elementary schools near level crossings and to play near railway tracks, offering level crossing safety lectures. so that they will use level At a level crossing safety lecture, to show the children how to crossings safely. push an emergency train stop button in an emergency, we have We will continue our visits to elementary schools, kindergartens, them push an emergency button of a replica of a level crossing. and nursing homes near level crossings so that we can prevent Additionally, we teach them not to cross a level crossing when an level crossing accidents in coalition with local communities. 48 JR East Group Sustainability Report 2018 JR East Group Sustainability Report 2018 49 Provide reliable transportation services with more accurate information by having the Providing services tailored to people can live safely and comfortably with peace anticipated time at which operations should passengers’ situations of mind, we are promoting the campaign by asking resume announced at an early point when not only our own employees but also employees We are implementing various measures to improve operations and suspended, and giving subsequent ■Efforts to improve passenger service of other group companies and even passengers transport quality by striving to prevent transport updates depending on the situation. We prepared a "Green Handbook," establishing using our services to greet others. disruptions and by stepping up early resumption In addition, as tools for providing transport the basics of passenger service, in 1987 and We are currently aiming to expand the campaign of operations after transport disruptions, as information, we have installed“service disruption started distributing it to all employees. We by working with other railway business operators well as preventing disruptions impacting on information displays” which are installed at 304 have been utilizing it while making repeated and developing activities in collaboration with the connecting lines, in order to minimize the impact stations as of the end of March 2018. We also revisions to inconporate changes to improve our Tokyo Chamber of Commerce and Industry. Safety on passengers. provide information through various media, such passenger service since then. as onboard liquid crystal displays and directly to In March 2016, we replaced the former six ■Preventing transport disruptions passengers' cellphones. important passenger service terms with By paying careful attention to the causes of In addition, on our website, we provide information "hospitality terms" to further determine the disruptions that occurred in the past, we strive to on service suspensions of conventional line limited needs of each passenger. prevent similar types of disruption occurring again. express trains, etc. and distribute delay certificates Specifically, we are moving forward with initiatives on major lines in the Tokyo metropolitan area. to upgrade facilities, install more durable facilities, and reduce the variety of facilities while continuing Society to implement measures such as the introduction of railcars with increased reliability through the duplication of major equipment, expanded installation of track switches with next-generation designs to make equipment failure less likely, and simplification and integration of electric facilities. "Assistance Campaign ■Prompt resumption of train operations after Information display during transport disruptions and Support" poster transport disruptions and minimization of the Environment effects of disruptions to other sections Cover and contents example A poster of words for For early resumption of operations, we maintain ■Timely Information Provision through of Green Handbook expressing hospitality ■Acquisition of Service Assistance certification efforts to enhance our post-disruption response Smartphones We have encouraged our employees to qualify abilities by such measures as drills to deal with In order to provide timely information to meet themselves for Care-Fitter certification to acquire accidents resulting in casualties and rescuing individual passenger needs, we released the ■Assistance Campaign and Support hospitality mindset and assistance skills, and passengers. Notably, concerning accidents resulting smartphone app "JR EAST APP" in March 2014. "JR We have a campaign in which we personally greet approximately 13,000 employees in total from all in casualties, cooperation with police and fire EAST APP" allows passengers to view information all passengers in need, including those passengers job category groups were certified. In addition to services is important and we implement drills, etc. on train operations of not only JR East's trains with disabilities and elderly passengers, to make acquisition of new qualifications by employees, we for employees jointly with police and fire services but also of 15, other companies, including private sure that they can use our stations and other are also endeavoring to brush up their knowledge on a regular basis. In addition, we try to turn trains railway companies. In addition to the above facilities safely and with a sense of security. and technology. The qualified employees wear a back before they enter a disrupted section or services, we launched "JR-EAST Train Info," an In order to foster the momentum for supporting "Care-Fitter" name tag so that passengers
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