The current plan is to install the Company's cross harbour buses with smart card equipment when the system goes into public service in the third quarter of 1997. Within the current contract for the supply of smart card equipment, the Company can exercise an option to acquire additional equipment for installation on the MTR feeder bus services. The decision on whether to take up this option will be made after evaluating the performance of the system during the trial period.
Communication with Passengers
KMB embarks on an active two-way communication programme with our passengers, government departments and public bodies in order to provide passengers with information about our services and to receive continual feedback from them.
KMB Passenger Enquiry Hotline
In the year under review, the KMB Passenger Enquiry Hotline 2745 4466 handled over 300,000 passenger enquiries per month. In addition to the availability of a three-language-option (Cantonese, Putonghua and English) on bus route enquiry and fax-on-demand services, the system was upgraded in December 1996 to incorporate an innovative enquiry service, B.A.T. (Bus Arrival Timeline). This allows customers to find out the arrival time of the next two buses of our route Nos N216 and N293 overnight bus service.
The Passenger Liaison Group Programme
In 1996, the Company organised several Passenger Liaison Group (“PLG") sessions which provided an active and direct channel of communication between customers and the Company. University lecturers, Mr Andy Fong and Mr Cliff Au acted as moderators and Transport Department representatives acted as observers. PLG participants are comprised of volunteers drawn from all sectors of the community.
Mobile Service Centre
In addition to the Service Centre located at the Shatin New Town Plaza, an air-conditioned coach was converted into a Mobile Service Centre travelling to various districts in Hong Kong. The Mobile Service Centre aims to enhance direct communications with customers by reaching out to collect their opinions, increasing our understanding of their needs and facilitating our provision of
customer-oriented services.
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