JR East Group INTEGRATED REPORT 2020
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SOCIETY Relationship with Passengers Preventing transport disruptions Medium-term Vision for Service Quality Expanding the railway network We are trying to prevent similar transport disruptions focusing on the Reforms 2020 Network of conventional lines causes of transport disruptions that occurred in the past. Through such measures as commencing operation on the Shonan- We have been working to improve our service quality by implementing Shinjuku and Ueno Tokyo lines, we are expanding the railway net- a variety of measures. “Medium-term Vision for Service Quality Reforms Rolling Stock Society work to make travel faster and more convenient for passengers, 2020” outlines our vision for accelerating and further developing the • Doubling up on major equipment and otherwise ensuring systems which helps raise value along railway lines. initiatives we have implemented to date, with the aim of being number are redundant, and boosting reliability through the introduction of In November 2019, through operations commenced between one for passenger satisfaction in the Japanese railway industry. Series E235, Series E353, and other new types of rolling stock Ebina Station on the Sotetsu Line and Shinjuku Station on the Saikyo “Medium-term Vision for Service Quality Reforms 2020,” this docu- • Performing equipment upgrades on conventional rolling stock Line, we provide a seamless link between central Tokyo and the ment describes the acceleration and further development of the eastern part of Kanagawa Prefecture. initiatives we have implemented to date, with the aim of being number Equipment Main commitment goals We are also moving forward with plans to conduct environmental one for passenger satisfaction in the Japanese railway industry. • Simplifying and consolidating electrical equipment (moving to assessments on the Haneda Airport Access Line (provisional name). integrated overhead wiring, for example) Going forward, we will continue working to enhance passenger Preventing transport disruption • Countering strong winds and snow by erecting windbreak fences We will resolutely strive to prevent transport disruptions from every aspect. convenience and contribute to development in local communities. and installing snow-melting systems Changes in travel times (Compared with 1987) Minimizing effects of disruptions on passengers We will respond flexibly through actions such as turning trains back and Other promptly resuming train operations. • Introducing suicide Shonan-Shinjuku Line prevention measures New stop at Urawa Provision of information during emergencies Omiya Urawa • As measures to prevent -8 minutes Start of operations on the In order to help passengers, decide on their next step, we will communi- -5 minutes 60 minutes Ueno Tokyo Line cate information without delay during emergencies. collisions with animals, 40 minutes scattering repellent materials 20 minutes Kashiwa -9 minutes Realizing railway services passengers can use comfortably Increase in top speed due to the and introducing repellent introduction of new trains We will provide stations, railcars, and services that live up to passenger Sobu Line (rapid service) equipment that uses laser Hachioji New cars and new rapid-service expectations of JR East. As suicide prevention measures, employees Chiba commuter train light and sound call out to the stationmaster, and Company veterans patrol stations. Related goals -6 minutes Shinjuku Tokyo Providing impressive passenger service -9 minutes Start of through operations We will offer services that inspire passengers to use our Group again. with Sagami Railway Co., Ltd. Opening for all Keiyo Line trains Ebina Soga Prompt resumption of train operations after transport Start of operations on the -18 minutes Shonan-Shinjuku Line Musashi- * Comparison of route via the Sobu disruptions and minimization of the effects of disruptions Kosugi Line (rapid service) and -19 minutes Yokohama rapid-service commuter train Confirm understanding of issues and * Comparison of route via * Compared with -18 minutes to other sections Yokohama and direct -13 minutes route via Kawasaki Opening of section between Sotetsu-JR line and Shinagawa -32 minutes Tokyo and Soga stations effects of measures implemented through To minimize the impact on passengers, we try to turn trains back Opening of Musashi-Kosugi Station on the Yokosuka Line service quality diagnosis before they enter the disrupted section or operate other routes * Additional 5 minutes for wherever possible. each transfer We conduct service quality diagnoses to obtain an overall CONTENTS Furthermore, through drills and other measures we maintain Shinkansen network assessment of how passengers evaluate our transportation services, efforts to enhance our post-disruption response abilities. Since our establishment in 1987, expansion of the Shinkansen net- gain a quantitative understanding of customer satisfaction, and Relationship with Passengers .......................... 48 After a transportation disorder occurs, we look back and reflect on work and higher-performance rolling stock have shortened travel undertake initiatives to further enhance customer service quality. the status of each worksite at the time of response. Based on our Relationship with Society ................................. 58 times and substantially enhanced passenger convenience. We conduct an online survey of customer satisfaction. We also findings, we consider measures to prevent recurrence. By sharing By improving equipment and introducing new models of rolling have employees fill out the same survey to clarify any discrepancies Relationship with Employees ........................... 68 information about countermeasures widely throughout the Company, stock, we will continue working to shorten travel times, effectively between customer and employee perspectives. We feed the results we strive to enhance individual employees’ performance levels. of these diagnoses back to branch offices as “diagnostic records of Toward the Realization of shrinking the distance between Tokyo and other regions, having a service quality.” This approach helps branch offices to understand a Sustainable Society: major impact on regional economies. their strengths and weaknesses. This information can be reflected in Achievement of SDGs ...................................... 74 Changes in travel times (Compared with 1987) branch-specific targets and measures. 0 1 2 3 4 5 6 7 (hours) Section Name of Train Yamabiko–Hatsukari 4:26 -177 minutes Tokyo–Hakodate Hayabusa–Hakodate Liner Provide reliable transportation services Tokyo–Aomori Yamabiko–Hatsukari 2:59 -152 minutes Tokyo–Shin-Aomori Hayabusa Yamabiko 1:31 -46 minutes We are implementing various measures to improve transport quality Tokyo–Sendai Hayabusa Asahi 1:37 -40 minutes by preventing transport disruptions and by stepping up early Tokyo–Niigata Toki Asama 1:20 -105 minutes resumption of operations after transport disruptions, as well as Tokyo–Nagano Kagayaki preventing disruptions that affect connecting lines, in order to mini- Exit guide drill Joint training with police and firefighting Asahi–Hokuetsu 2:28 -151 minutes Tokyo–Kanazawa personnel on restoring service following a Kagayaki mize the impact on passengers. personal-injury accident * Tokyo to Hakodate segment’s top line shows time required after schedules were revised in March 1988 (when the Seikan Tunnel was opened) 48 JR East Group | INTEGRATED REPORT 2020 JR East Group | INTEGRATED REPORT 2020 49 SOCIETY Relationship with Passengers Timely information provision through smartphones Acquisition of Service Care-Fitter Barrier-free railcars Enhance information provision during We send information via an app that allows passengers to confirm We encourage our employees to Series E233 trains transportation service disruptions the operating status of trains on their own in a timely manner. qualify themselves for certification • Height of luggage racks and hanging straps changed at the front Information enhancement with the aims of acquiring a hospitality of train cars, including priority seating JR East App We use a variety of media to disseminate information on train operation mindset and assistance skills. • Clarification of priority seating areas to passengers. In emergencies, we also make verbal announcements (Approximately 18,000 employees • Announcing devices to provide text-based dissemination of in addition to route searches, this app allows by sending data in multiple languages to station and railcar attendants from all job category groups were Qualified employees wearing name operation information and efforts to adopt universal design passengers to easily check operation informa- badges with “Service Care-Fitter” (Japanese, English, Chinese, and Korean). Announcements are certified as of the end of FY2020.) written on them (Chuo Line Rapid Service, Saikyo Line, Yokohama Line, Nambu tion and current train locations. broadcast in stations and trains, as conditions warrant. Line, others) Assistance and Support campaign As web services We have a campaign in which we Series E235 trains personally greet all passengers in need, • More priority seating on each train Our website including passengers with disabilities, • Open space on all trains to JR EAST Train Info We provide information in four to make sure that they can use our accommodate wheelchairs languages (Japanese, English, In addition to providing information in English, stations and other facilities safely and and passengers using baby Chinese, and Korean) about Chinese