How to build a convenient service system of expressway toll station

As the node connecting the expressway with the society, the toll station is the window of the industry image, the department directly serving the drivers and passengers, and the bridge connecting people. Its convenience service level directly reflects the mental outlook, service quality and brand taste of the expressway. It is very important to contact the service department to give full play to the advantages of the masses, build a perfect convenience service system at the toll station and get through the "last mile road". Building a convenient service hall (hall) integrating "service, information, consultation, rescue and law enforcement" will be the inherent requirement of the development of high-speed roads and the public's travel quality. This paper will analyze how to improve the convenience service ability of expressway from six aspects: convenience service consciousness system, emergency plan guarantee system, intelligent network information hardware system, departmental cooperation information sharing system, convenience service innovation system and introduction of industry external experience system. 1 The meaning and content of the convenience service system of expressway toll station 1. 1 The convenience service system of expressway toll station refers to the purpose of facilitating people, serving the people and benefiting the people, combining with the information, guidance, consultation and rescue services provided for drivers and passengers, continuously improving the quality level of employees, effectively integrating departmental resources and integrating scientific and technological means. It is an important measure to establish the window image of highway industry and an important content to build a service brand. The main content of 1.2 is divided from the media providing services, as long as it is divided into providing free physical services, language transmission services, information and communication services, labor services and policy assistance services. Providing physical services includes providing physical maps, tour guide cards, publicity materials, car repair tools, medical drugs, drinking hot water, convenience food, sewing kits, fire extinguishers, chargers, wireless POS machines and other physical services to drivers free of charge. Language transmission services include "smiling service" for drivers and passengers in the past by using civilized language and body etiquette, answering questions for drivers and passengers face to face, explaining policies and regulations, and guiding routes and roads. Information and communication services include providing road information, route guidance, weather conditions, illegal inquiries, policies and regulations, corporate culture, etc. Release information to drivers and passengers through dedicated hotlines, live broadcasts, variable information boards, banners, WeChat, Weibo and portable information terminals, and accept opinions, suggestions and complaints from drivers and passengers. Labor services include helping our company push carts, repair cars, put out fires, load and unload goods, control and guide vehicles, etc. Policy assistance services include free towing of faulty vehicles and assistance in rescuing accident vehicles. 2. Present situation and existing problems of convenience service in expressway toll stations 2. 1 Major expressway toll stations in Hubei Province advocate convenience service. Six standing stands of "drinking water, tool boxes, medicine boxes, fire extinguishers, driving guides and policy documents" are set up in all toll stations, and convenience kiosks are built next to most toll plazas, which are mainly used to store convenience service tools and provide services such as rest, drinking water, mobile phone charging and policy publicity. Beijing-Zhuhai Wuhan West Hospital established the first expressway medical rescue station in the province on 20 12 to provide medical rescue services; Provincial Expressway Networking Center 96576 and various high-speed patrol detachments have successively opened official Weibo to update and release road information in real time. In the grass-roots toll stations, Zhu Jing Xiaochang Institute and Yong 'an Institute took the lead in using Weibo's network communication tools to build a convenient service platform, providing road information, online directions, answering questions and accepting complaints. Outside the province, represented by Guangxi and Shanxi, a standardized convenience service hall integrating "service station, information station, consultation station and rescue station" has been built at major toll stations and scenic toll stations, and some provinces have introduced touch-screen path inquiry system, lane flattening system and POS payment machine. 2.2 The convenience service of the problem expressway toll station has not formed a complete operation and management system, and the facilities and equipment of convenience service vary from station to station, and the convenience service capacity is uneven. For example, the scale, external decoration and internal configuration of convenience kiosks are different, and there is no unified standard; Some gas stations are limited to "six standing gas stations", while others are equipped with mobile phone chargers and portable fuel tanks. Convenience kiosks in some stations are outdated or used together with safety kiosks, while others are set as rest places for workers. Grass-roots employees have low awareness of convenient service. Just to meet the requirements and inspection of superiors, I think it is enough to set up a convenience service kiosk and put some "six-station" supplies; The consciousness of active service is not strong, and the clients have always emphasized the service for buses intentionally or unintentionally, while the supporting service measures for trucks are relatively lacking; The management of convenience service articles and tools is not standardized, and there is no ledger. Whoever likes to use it does not change the map, medicine and driving guide in time. The application and promotion of new technologies and means of convenient service are not enough. Although toll stations generally use Weibo, WeChat and other network communication means to extend the convenience service, their maintenance and promotion are insufficient, and they lack active communication with drivers and passengers, and the number of people concerned has not achieved the expected effect. They just publish information on a regular basis by "solo flight". The innovation of convenience service measures is weak. The equipment configuration level lags behind other service industries, such as touch screen path inquiry system, lane tablet system, wireless pos payment machine, etc. Lack of collaborative services with different industry departments, such as setting up vehicle violation inquiry reservation terminals in convenience kiosks; Lack of convenience services in cooperation with local enterprises, such as setting up self-service telephone bill payment equipment, wireless wifi equipment and vending machines. 3 Significance of comprehensively improving the convenience service level of expressway toll stations 3. 1 Understand the significance of comprehensively improving the convenience service level of expressway toll stations from the aspects of policy environment, industry attributes and public travel demand. As one of the advanced modes of transportation in modern society, expressway plays an increasingly important role in serving economic and social development and the public's fast, convenient, comfortable and safe travel. However, expressway toll management is different from general commodity production and operation because of its unique policy, compulsory government behavior, sociality and service. As a window facing the society, it is an unshirkable responsibility and obligation to spread socialist spiritual civilization and promote good professional ethics. Its business behavior and service behavior are not only related to the image of itself and the transportation department, but also related to the image of a city, a region and even the party and government. Therefore, the service requirements of expressway enterprises and institutions should be higher than those of ordinary commodity production and operation enterprises, and comprehensively improving the convenience service level is not only the mission entrusted to the expressway industry by the whole society, but also the development trend of the expressway industry and the inherent requirement of the public to seek to improve the quality of travel. 3.2 Understand the significance of comprehensively improving the convenience service level from the perspective of building a clean and honest government. Expressway toll industry is a window industry facing the society, widely contacting the masses and accepting public supervision. It is a specific economic activity engaged in vehicle toll collection within the scope of relevant national laws and policies. Therefore, with the aim of "contributing to the society and serving the people", developing civilized service activities in the traffic window industry and improving the convenience service level of expressway toll stations will play an important role in promoting the construction of their own morals and political style; At the same time, carrying out activities to create civilized and convenient services, with professional ethics as the norm and the satisfaction of drivers and passengers as the standard, can educate and remind the broad masses of workers to improve their ideological understanding, strengthen their moral cultivation, improve their consciousness and initiative of obeying rules and disciplines and providing civilized services, resist the erosion of corrupt ideas, improve their ability to resist corruption and change, and build a defense line against corruption and change. 3.3 Understanding the significance of comprehensively improving the convenience service level from the perspective of enterprise competition and long-term development With the acceleration of China's reform and opening up and economic construction, the quantity, quality and speed of expressway construction have been rapidly improved. The mileage of expressways in Hubei Province has exceeded 4,000 kilometers, and more than 30 expressway enterprises and institutions focus on toll collection. In addition, the quality and traffic environment of four-level highways in provinces, cities and counties are improving day by day. Car owners are beginning to realize that they have the opportunity and right to choose the road. The road market competition of "All roads lead to Rome" has been formed. The choice of car owners is related to the toll income of highway management departments. Under the condition of the same road quality, "convenience service" is nothing more than the main means of competition.

High-quality convenience service will become a bridge and link to close the distance between car owners. To meet the demand of car owners for services is to win consumers and gain the market share of expressway tolls. Therefore, comprehensively improving the convenience service level is the strategic fulcrum for Gao Lu to maintain its own industry advantages and sustainable development. How to get through the "last mile" of the contact service company and comprehensively improve the convenience service level of toll stations? Although expressway toll management is special, the relationship between roads is the same as that between different brands of the same commodity in the same industry. How to attract consumer groups, ensure toll income and maintain a dominant position in the fierce competition in the same industry? It is necessary to introduce convenient and practical service measures with unique methods and distinctive features, which are widely praised by drivers and passengers, and get through the "last mile" of contacting service drivers. First of all, this paper studies the needs and expectations of the consumer group "drivers" who use expressway products from the perspective of marketing. Secondly, combined with its own advantages in location, information, communication, equipment, personnel, etc., focusing on "providing convenience services to the greatest extent, which is conducive to drivers' travel", taking toll collection management as the main business, a complete convenience service system has been established in expressway terminal toll stations, mainly including convenience service perception system, emergency plan guarantee system and intelligent network informationization. 4. 1 Convenience service consciousness system Establishing a convenience service consciousness system is the basis for comprehensively improving the convenience service level. To do a good job in service, we must first have a sense of service. The core of highway competition in the future is to fight for service. As a toll station, how to satisfy drivers and passengers? In addition to advanced hardware equipment, we also need excellent software support, and this software is the service consciousness of every employee, which includes quality consciousness, expansion consciousness and advanced consciousness. 4. 1. 1 Quality awareness is the premise of service awareness. Quality consciousness is an attitude, which changes a person's thinking, thinking determines behavior, and behavior determines the result. Good working attitude and good service quality consciousness determine the level of convenience service. Therefore, it is necessary to infiltrate the quality consciousness into every employee's mind, in order to provide high-quality convenience service for drivers and passengers as the starting point, and to achieve it through the formulation of convenience service standards and the improvement of processes. 4. 1.2 Expanding consciousness is the extension of service consciousness. Extended service is to provide customers with value-added services or additional services on the basis of providing basic convenient services. On the one hand, its service features are to increase the value of convenience service, improve service quality and bring surprises to customers from the depth of service; On the other hand, it highlights the characteristics that distinguish this service from other services, and the breadth of convenience service exceeds the expectations of the clients, which also becomes the characteristics of this service. For example, when encountering bad weather such as fog and snow and vehicles are stranded, provide hot water and fast food for drivers and passengers; Flames carry out cool activities in summer; Distribute scenic spots and road guide maps around the station to drivers and passengers during the peak holiday season; On the occasion of Women's Day, we present flowers and holiday wishes to the past women's companies. 4. 1.3 Advance consciousness is the pursuit of service consciousness. The so-called advanced consciousness refers to the objective existence, according to the objective.

The development law of things precedes the development and change of objective things, conforms to the development trend of things, and has scientific foresight consciousness. The advanced consciousness has a distinctive feature, that is, it has a strong purpose. That is to say, in order to continuously improve the convenience service level, the toll station has established the advanced consciousness in the minds of employees and improved the better service for drivers and passengers. For example, it is expected that a festival with heavy traffic will inform drivers in the rush hour in advance to remind them to avoid or bypass. 4.2 Emergency Plan Keeping Smooth System The emergency plan keeping smooth system is the premise of comprehensively improving the convenience service level. As a prerequisite for drivers and passengers to choose the expressway, it is fast, convenient and unobstructed. If the traffic jam at the toll collection place is slow and drivers and passengers spend too much time waiting in line when paying the toll, even the best road conditions, scenery and services will be greatly discounted, which will make drivers and passengers subconsciously not choose this expressway next time. 4.2. 1 Establish a scientific plan. First of all, analyze the reasons of traffic jam at toll stations, including the following aspects: sudden increase of centralized shunting vehicles, concentration of vehicles during peak hours, vehicle or equipment failures, and emergencies. Among them, the sudden increase of centralized shunting vehicles, the concentration of vehicles during peak hours, the failure of vehicles or equipment and other factors that affect the smooth flow of station entrances and exits are accidental, which may cause traffic jams at station entrances and exits within a certain period of time, but after this period, such as the end of shunting, missed inspection during peak hours or troubleshooting, the traffic jams at station entrances and exits can be alleviated. However, once an emergency happens, if it is not handled properly, it will not only lead to large-scale traffic jams at toll stations, but also cause serious consequences such as personal safety and property losses. 4.2.2 How to deal with emergencies requires toll stations to have a perfect emergency plan system. Post-event control is not as good as post-event control, and post-event control is not as good as pre-event control. "Prevention is more important than cure", which is why it can prevent problems before they happen, rather than deal with them after chaos has happened. In a perfect service system, there is a need for emergency plan safeguard measures, which can be controlled in advance by making emergency plans, conducting emergency drills, and investigating potential safety hazards. In case of emergency, the toll collector should start the corresponding emergency plan in time, treat it calmly, adhere to the overall situation, properly handle it, control the development of the situation, and do his best to ensure the rapid passage of vehicles and satisfy the drivers and passengers. For example, the four-level checkpoint plan, passenger and cargo separation management, vehicle separation management, rapid passage of height-limited gantry, joint action to ensure smooth flow, and three-level control of surprise action to ensure smooth flow. 4.3 Intelligent networking information hardware system Intelligent networking information hardware system is the technical support and material guarantee for comprehensively improving the convenience service level. "A clever woman can't cook without rice", and the comprehensive improvement of convenience service level can't be separated from the guarantee and technical support of supporting hardware and equipment. 4.3. 1 build a standardized convenience service hall (hall) integrating service stations, consultation stations, rescue stations and law enforcement stations. Convenience service hall (hall) is the main carrier to carry out convenience service activities and the main hardware facilities to improve the convenience service level. The construction of convenience kiosks should be based on the principles of seeking common ground while reserving differences, long-term planning, humanized design and multi-function, and its appearance can be designed according to their respective cultural characteristics. [Service Station]: service-oriented maps, tourist-oriented cards, promotional materials, needle wallets, medicine boxes, tool boxes,

Facilities, such as fire extinguishers, drinking fountains, suggestion boxes and hand washing tables. "Information station": information media such as touch screen route inquiry system, flat policy propaganda system and illegal inquiry system are installed through display screen and broadcast. , providing information services such as road conditions, meteorology, violations, local traffic routes and tourist attractions, and providing free logistics information for freight drivers. "Information Desk": provides consultation on charging policies, business and complaints for drivers and passengers. "Rescue station": establish a normal rescue and emergency rescue mechanism to provide assistance when vehicles are stranded in the toll plaza due to road closure or vehicle diversion in rain, snow and fog; Contact the free tractor when the vehicle breaks down; Provide first aid in case of sudden illness. "Law Enforcement Station": Combined with the characteristics of daily full-line inspection of road administration and high police, supporting equipment is set in the convenience booth to provide on-site working area for road administration and high police, which can facilitate them to handle cases nearby and improve the efficiency of handling cases, and also allow our company to make an appointment to handle cases such as illegal handling, road damage and road compensation. 4.3.2 According to the needs of drivers and passengers and the development of network technology, convenience devices should develop into intelligent network information. Such as designing and installing touch screen path inquiry system, illegal self-help inquiry system, using flat panel as policy propaganda medium, free wili, pos payment machine and other technical equipment. 4.4 Department collaboration information * * * Sharing system Department collaboration information * * * Sharing system is a booster to comprehensively improve the convenience service quality. Toll station is the only place for the boss to take passengers on the expressway. Toll stations should actively cooperate with other traffic control departments according to their own industry advantages, realize information sharing, integrate effective resources, and serve drivers and passengers as needed. For example, in cooperation with high-speed patrol officers, a self-service vehicle violation inquiry system is set up in the convenience kiosk to accept the reservation service of drivers and the masses; Cooperate with road information to obtain road information in time and announce it to drivers and passengers through effective and rapid dissemination; Cooperate with the networking center to obtain the highway traffic situation in the province and announce it to the resident drivers at the first time so that they can plan their travel routes reasonably. 4.5 Convenience service innovation system Convenience service innovation system is an important means to promote the upgrading of convenience service level. Its main approach is to use new technologies and new means to innovate convenience service measures and extend the reach of convenience service. For example, with the help of WeChat and Weibo platform, we can provide information services such as "travel tips", "always traffic conditions" and "online question and answer". Drivers can check the latest highway traffic information by adding a user name, searching nearby Weibo (WeChat) or scanning the QR code below the toll station, so as to know the special situations such as highway road closure and traffic accident control and diversion in rainy and foggy weather for the first time. At the same time, they broadcast the latest road information to the resident on Weibo, and the staff will update the reply online from time to time, providing online directions, policy consultation, driving guide and other services. 4.6 Drawing lessons from the introduction of the external experience system of the industry

Perfecting the external experience system of the industry is an effective way to promote the convenience service. Under the background that the whole society strongly advocates people-oriented, all walks of life are actively practicing the service tenet of "customer first, service first" and strive to provide rich and diverse services for economic and social development and the public. In this process, the service concept is constantly updated, the service model is constantly innovated, and the service quality is constantly improved, which enriches the big task of serving the society. High-quality services from all walks of life, such as Wanshui Qian Shan, finally gather in the ocean of society, and rich and colorful advanced experience becomes a management resource for learning from each other and emulating. He has a good stone on Fangshan, which can be used to cut jade. In order to avoid falling into the closed concept of the industry and break through some limitations of the industry experience, we need to "catch up" with the advanced services of other industries at any time, and we should actively advocate "taking it for use" in the convenience service of the expressway industry. This requires expressway operation and management personnel to improve their awareness and acumen, jump out of the industry to see the industry, be more open-minded, broaden their horizons, be more active in thinking, be more cheerful, learn from other industries, learn from others, transplant or transform the successful practices and advanced experiences of other industries, constantly enrich, improve and upgrade expressway services, promote the rapid progress of expressway operation and management, and vigorously promote the promotion of expressway service civilization.