Automating resolution of ticketing issues — The Self-Service Point

Two Self-Service Points have been put on trial in the Hong Kong Station by the MTR Corporation in July 2007. This paper describes the design principles, difficulties encountered and lessons learnt in the development of the machine. The Self-Service Point is among the Corporation´s new initiatives to provide better customer service. Through enabling passengers to resolve certain ticketing issues on their own instead of approaching station staff, it offers an extra service channel for passengers to handle their ticking needs. The design of the man-machine interface, adaptation of business rules and data and co-ordination with station operations were among the critical issues from the design to commissioning phase. It is envisioned that more Self-Service Points with enhanced functions will be installed in the MTR stations where suitable.