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Questions and Answers
What is the main benefit of the improvement in the Automated Fare Collection System (AFCS)?
What is the level of the system that generates reports from the POS machine?
What is the primary responsibility of the Ticket seller in the station?
What is the function of the Central Computer House in the fare collection system?
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What is the benefit of the Unified Ticketing system?
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What is the level of the system that handles the AFPI?
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What is the primary function of the Ticket Vending Machine (TVM)?
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What is the benefit of the Fast Transaction feature of the AFCS?
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Which of the following is a procedural dimension of quality service?
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What is the primary goal of Passenger Management?
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Which of the following is a characteristic of a Station Supervisor?
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What is the role of the Station Manager in Passenger Management?
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Which of the following is a characteristic of the 'Factory' model of quality service?
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What is the primary focus of the 'Friendly Zoo' model of quality service?
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Which of the following is NOT a characteristic of the 'Quality Customer Service' model?
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What is the role of Ticket Sellers in Passenger Management?
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What is the main purpose of the AFPI?
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What is the validity period of the Beep card?
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What is the purpose of ticket forecasting?
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What is the consequence of shortages and overages in tickets and cash?
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What is the main responsibility of the Railway Operator in ticket allocation?
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What type of ticket is valid only on the date of purchase?
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What is the purpose of the procedure 'Ticket and Cash Remittance'?
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What is the main goal of customer service in the passenger service?
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Study Notes
Railway Operations Station
- A typical passenger information system includes details such as departure and arrival time, stops along the route, train numbers, and types of trains.
Passenger Management
- Passenger management involves efficient handling of passengers by facilitating railway systems and procedures to achieve the desired passenger behavior.
- It includes three key aspects: security, safety, and handling of complaints and ticketing.
Fare and Ticketing Management
- Effective revenue collection is crucial, and an automated fare collection system (AFCS) helps to deliver quality passenger service.
- Key features of AFCS include:
- Unified ticketing, allowing the use of interoperable cards in multiple railway lines and other modes of transportation.
- Fast transaction, reducing queuing time for passengers.
- Convenience, allowing card purchases and loading through various means.
- The AFCS system consists of four levels:
- Level 0: Fare media and tickets (smartcards, contactless).
- Level 1: Loading and acceptance system (TVM, Point of Sale machines).
- Level 2: Station computer (handled by station supervisor).
- Level 3: Central computer house (handled by the railway operator).
- Level 4: Central operating house (AFPI).
Ticket and Cash Management
- Ticket allocation involves ensuring sufficient stock of tickets from the ticket provider, with forecasting done annually based on previous year's historical data.
- Ticket allocation is divided into three categories:
- Ticket allocation for the railway operator.
- Ticket allocation for the station.
- Ticket allocation for ticket sellers and ticket vending machines per shift.
- Types of tickets include:
- Single journey ticket (valid only on the date of purchase).
- Beep card (four years validity).
Cash and Ticket Remittance
- Procedures for ticket and cash allocation, ticket selling, and ticket and cash remittance are crucial.
- Shortages and overages in tickets and cash may lead to disciplinary actions and audits.
Passenger Service
- Customer service involves providing professional, helpful, timely, and high-quality service to meet customer needs and expectations.
- It consists of two dimensions:
- Procedural dimensions (established systems, procedures, and processes).
- Personal dimensions (attitudes, behaviors, and communication skills of personnel).
- Dimensions of quality service include:
- The Factory (procedural dimension: timely, consistent, organized, uniform, convenient, efficient; personal dimension: insensitive, cold, impersonal, apathetic, aloof, uninterested).
- The Friendly Zoo (procedural dimension: slow, inconsistent, disorganized, chaotic, inconvenient, inefficient; personal dimension: genuine, caring, personable, sincere, approachable, interested).
- Quality Customer Service (procedural dimension: timely, consistent, organized, uniform, convenient, efficient; personal dimension: genuine, caring, personable, sincere, approachable, interested).
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Description
This quiz covers passenger management, including security and safety, as well as fare and ticketing management in railway operations. It tests knowledge on effective revenue collection and ticketing processes.
