Railway Operations Station: Passenger and Fare Management

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Questions and Answers

What is the main benefit of the improvement in the Automated Fare Collection System (AFCS)?

Delivery of quality passenger service (correct)
Reduced ticket prices
Enhanced security measures
Increased revenue collection

What is the level of the system that generates reports from the POS machine?

Level 3: Central Computer House
Level 2: Station Computer (correct)
Level 0: Fare Media and Tickets
Level 1: Loading and Acceptance System

What is the primary responsibility of the Ticket seller in the station?

Supervising other station personnel
Maintaining the station equipment
Revenue collection and dealing with passengers (correct)
Dealing with the AFPI and Bank

What is the function of the Central Computer House in the fare collection system?

Handled by the railway operator (D) Signup and view all the answers

What is the benefit of the Unified Ticketing system?

Interoperable card can be used in 3 railway lines and other modes of transportation (A) Signup and view all the answers

What is the level of the system that handles the AFPI?

Level 4: Central Operating House (C) Signup and view all the answers

What is the primary function of the Ticket Vending Machine (TVM)?

Loading fare media and tickets (D) Signup and view all the answers

What is the benefit of the Fast Transaction feature of the AFCS?

Lessened queuing time of the passenger (D) Signup and view all the answers

Which of the following is a procedural dimension of quality service?

Timely and Consistent (A) Signup and view all the answers

What is the primary goal of Passenger Management?

To ensure efficient handling of passengers (B) Signup and view all the answers

Which of the following is a characteristic of a Station Supervisor?

Interested to deal with a complaint (B) Signup and view all the answers

What is the role of the Station Manager in Passenger Management?

Communicating and coordinating with passengers and serving their needs (B) Signup and view all the answers

Which of the following is a characteristic of the 'Factory' model of quality service?

Insensitive and Cold (C) Signup and view all the answers

What is the primary focus of the 'Friendly Zoo' model of quality service?

Genuine and Caring (A) Signup and view all the answers

Which of the following is NOT a characteristic of the 'Quality Customer Service' model?

Slow and Inconsistent (D) Signup and view all the answers

What is the role of Ticket Sellers in Passenger Management?

To be knowledgeable in performing their job (B) Signup and view all the answers

What is the main purpose of the AFPI?

To unify the automatic fare collection system in the Philippines (B) Signup and view all the answers

What is the validity period of the Beep card?

Four years (B) Signup and view all the answers

What is the purpose of ticket forecasting?

To determine the number of tickets to be printed annually (C) Signup and view all the answers

What is the consequence of shortages and overages in tickets and cash?

Disciplinary actions and audits (A) Signup and view all the answers

What is the main responsibility of the Railway Operator in ticket allocation?

To ensure enough stock of tickets from the ticket provider (A) Signup and view all the answers

What type of ticket is valid only on the date of purchase?

Single journey ticket (C) Signup and view all the answers

What is the purpose of the procedure 'Ticket and Cash Remittance'?

To conduct cash remittance (A) Signup and view all the answers

What is the main goal of customer service in the passenger service?

To provide professional and high-quality service to passengers (B) Signup and view all the answers

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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).