大众出行网——面向企业用户出租车电调VIP服务介绍

　　为协助宾馆酒店向宾客提供优质出租车服务，大众交通集团旗下大众调度中心现面向宾馆酒店推出“出租车电调 VIP 服务”。

　　The Dazhong Control Center under Dazhong Transportation(Group) Co.,Ltd has now provided “Taxi Electric Control VIP Services” facing the high-starred hotels in order to assist them in providing excellent taxi services toward the customers.

　　电调 VIP 服务包含： “定点叫车器”叫车服务、“对讲机”叫车服务、大型活动现场调度服务。

　　Electric Control VIP Services includes “Fixed Point Call Machine” Taxi Service, “Interphone” Taxi Service and On-site Control Services for Large Events.

　　“定点叫车器”叫车服务 ，大众调度中心为每家宾馆提供一台定点叫车器，该机器只需连接互联网就可以将叫车信息直接发送至大众调度中心调度网络，无需调度员人工接听，调度系统将叫车信息直接发送至离宾馆最近的空车状态的大众出租车车载终端，驾驶员确认后，定点叫车器将把“电调车牌号”等信息打印成“叫车单”，叫车客人凭单据上车。定点叫车器可以支持同时叫车 4 辆。

　　“Fixed Point Call Machine” Taxi Service : the call machine that the Dazhong Control Center provided for each hotel can directly send the call messages to the Center's network without the controllers answering if connected with the internet. The system will then send the messages immediately to the nearest available terminal-installed taxi. Upon the taxi driver's recognition, the fixed point call machine will automatically print information such as “taxi number of the electric control” on the “Call Order” which the customers later use as a warrant to enter the taxi. Four taxies can be called by one machine at the same time.

　　 “对讲机”叫车服务， 大众调度中心提供一台先进的中国电信 CDMA 网络数字集群对讲机，当高峰时段需要较多车辆时，宾馆人员通过对讲机直接呼叫大众调度中心，大众调度中心为每家宾馆配备专人服务。

　　“Interphone” Taxi Service: the advanced China telecom CDMA digital trunk interphones that the Dazhong Control Center provides are used by the hotel staff to call directly to the Center when many taxis are needed in the peak hours and each hotel is allotted with specific controllers by the Center.

　　大型活动现场调度服务， 如宾馆有大型活动，需要现场人工调度车辆，大众调度中心每年免费提供四次现场调度服务。

　　On-site Control Services for Large Events : if there are large events in the hotels and on-site taxi control by staff in needed, then the Dazhong Control Center will provide free service, but only four times in a year.

　　与传统调度比较： 与目前传统的宾馆出租车调度服务相比，具有以下特点：

　　 Compared with the traditional control: compared with the present traditional taxi control service in the hotels, the new one has the following characteristics:

	电调 VIP 服务	传统调度服务	备注
叫车满足率	大众1万辆出租车纳入调度范围；大众调度中心先进调度系统确保最快速度找寻最近空车；一般情况下，低谷时段确保100% 　　　　　　高峰时段确保 85%	主要依靠宾馆附近出租车司机自觉进入，缺车时调度人员马路拦车；常出现高峰时段无车可供，低谷时段大量车辆等候、占用车位；	在已服务的7家单位中，高峰时段叫车满足率达到97%
调度时效性	叫车信息发出后，一般情况下，定点叫车器1分钟打印出“叫车单”，5分钟内车辆到达	马路拦车，时间无法保障	在已服务的7家单位中，均可做到定点叫车器1分钟打印出“叫车单”，5分钟内车辆到达
经济性	服务费每月2500元	服务费每月至少10000元	按照5000元/人 . 月，一般情况下，每家宾馆至少配备2名调度员
服务质量	通过电调的出租车，不问下车地址，防止拒载；实时监控，防止绕路；客人失物，及时查找；	出租车挑客现象时有发生；客人在出租车上遗失物品，查找困难

	Electric Control VIP Service	Traditional Control Service	Notes
Fulfillment	Ten thousand Dazhong taxis are included in the control; The advanced control system from the Dazhong Control Center makes sure that the nearest available taxi is found fastest; Generally speaking, 100% ensured in off-peak hours an 85% in peak hours	Depends on the voluntary entry of the taxi drivers near the hotels, and the controllers need to get the taxis from the roads if there are not enough ones; In the peak hours there is no taxi to be found while in the off-peak ones a large amount of cars wait in and take up the parking places.	In the seven entities which have adopted the service the accomplishment in the peak hours is as high as 97%.
Timeliness	Generally the fixed point call machine will type the “Call Order” 1 minute after sending the call message, and the taxi will arrive in 5 minutes	Time is uncertain if one tries to stop a taxi in the road	In the seven entities which have adopted the service the fixed point call machines can type the “Call Order” in 1 minute, and the taxi can arrive in 5 minutes
Economy	Service charge is 2500 Yuan per month	Service charge is at least 10000 Yuan per month	The controller is paid 5000 Yuan per month and in general case a hotel needs at least two.
Quality	In the taxi by electric control the destination is not asked to avoid the refusal of customers; it is monitored to avoid detour; the lost properties of the customers can be found in time.	The taxi drivers are always particular with the customers; and their lost properties are hard to find.

答：大众调度中心是上海最早成立的出租车调度中心，同时也是技术最先进的调度中心，具有完备质量管理体系，通过 ISO9001 质量管理体系认证， 2002 年荣获“国家质量管理奖”。 2010 年，通过公开招投标，中标为“ 2010 年世博会世博出租车调度中心”，圆满完成世博期间全市出租汽车调度指挥任务，获得了“上海世博服务优秀集体单位 ” 称号。

Answer ： The Dazhong Control Center is the first taxi control center in Shanghai and the most advanced with a complete quality management system. It has been certificated by ISO9001 Quality Management System and won the “National Quality Management Award” in 2002. In 2010, after public bidding, it got the bid as “ 2010 World Expo Taxi Control Center ” and perfectly brought off the city's taxi control task, winning itself the title of “Shanghai World Expo Service Excellent Unit”.

Question ： How many entities have adopted the taxi electric control VIP service?

答：自 9 月 15 日推出以来，目前已签约 7 家，分别是：梅塞德斯 - 奔驰文化中心、环球金融中心、浦西洲际酒店、世贸皇家艾美酒店、仙乐思广场、古井假日酒店、大众美林阁酒店。

Answer ： Ever since release in September 15 th , seven entities have signed the contract, they are: Mercedes Benz Arena, World Financial Center , InterContinental Shanghai Puxi , Le Royal Meridien Shanghai, Ciro's Plaza, Holiday Inn Vista Shanghai and Shanghai Dazhong Merrylin Hotel.

Question: How does Dazhong Control Center ensure the fulfillment of taxi calling?

答：出租汽车叫车存在信息不对称，经常存在“客人等不到车、车登不到客人”的现象，出租车电调中心恰好解决了信息不对称的问题，让驾驶员及时得到叫车信息。同时，据抽样调查和目前运行情况，驾驶员对高星级宾馆叫车业务非常欢迎，应标踊跃。同时在高峰时段，通过增加积分，鼓励驾驶员应标。

Answer ： The taxi calling has been enduring information asymmetry, which resulting in the phenomenon that the customers cannot have the taxi and vice verse. The Taxi Electric Control Center makes sure that the drivers get call messages in time and solves the problem. At the same time, according to sample survey and its present performance, the drives welcome the taxi calling service of the high-starred hotels and respond actively. What's more, by accumulating points the drivers will be encouraged to respond in peak hours.

4. 问：目前服务单位还较少，如果今后服务单位增加，如何确保服务？

Question: At present the entities which have adopted the service is of a small number, how to ensure the service if the number increases?

答：如服务单位增加至 50 家，根据目前签约单位服务统计，每天约有 25 笔叫车服务，每日服务差次仅 1250 笔，而目前大众调度中心每日服务差次有 15000 笔，占比仅为 8.3% ，服务容量完全可以保障。

Answer ： If the number reaches 50 then there will be 1250 times per day according to the 25 calls per day by the statistics of present service for the contracted entities. It is only 8.3% of the present maximum 15000 per day provided by the Dazhong Control Center , so the service capacity is of no problem.

5. 问：大众出租车电调业务需要收取 4 元服务费，是否会影响宾馆对客人服务质量？

Question ： The service charge of Dazhong taxi electric control service being only 4 Yuan, will that effect the service quality of the hotel to the customers?

答：收取 4 元服务费目前全部是给出租车驾驶员的，主要是补偿驾驶员空驶里程，提高驾驶员承接电调业务的积极性，满足叫车保障率。 4 元电调费无需提前支付和另外结算，在乘客结算出租车费用时，一并结算支付，同一张发票，可以报销。在国外出租车电调服务费非常普遍，广为接受，目前北京也已实施电调收费。同时，电调费是乘客下车时，驾驶员收取的，客人一般不会对宾馆有反应。在目前已服务的宾馆中，尚未有宾客反映这一问题。

Answer ： At present all the 4-yuan service charge is all for the taxi drivers to compensate for deadhead kilometers and to mobilize the drivers to respond to the electric control service so that taxi calling can secured. The 4-yuan electric control charge need not to be paid in advance or settled in other ways, for the customers can pay it together with the taxi fare and will receive one receipt for reimbursement. The electric control charge of taxi is quite common and widely accepted abroad, and Beijing has implemented it. The charge is demanded by the driver when the customers have reached their destination, so that the customers will not complain to the hotels. In current service-provided hotels no such complaints have occurred.

　　大众调度中心是大众交通集团旗下客货运车辆综合调度指挥平台，也是业内规模最大、技术最先进、服务经验最丰富的呼叫中心之一。中心拥有 300 平方米的调度大厅，设计座席 150 个，目前使用座席 100 个，可同时对两万辆各类营运车进行调度、监控，日均调放能力可达 5 万次。

　　Dazhong Control Center is the comprehensive maneuvering platform of vehicles both for passengers and freight under Dazhong Transportation(Group) Co.,Ltd and one of the largest, most advanced and experienced call centers within the country. There is a 300-square-meter control hall in the Center, 150 seats are designed but at present only 100 are in use, which can provide about 50 thousand times service per day for the control and monitor of 20 thousand operating vehicles of different kind.

　　作为“中国 2010 年上海世界博览会指定出租汽车调度平台”，大众调度中心以“领先的技术系统、过硬的专业能力、忘我的工作精神”，有序地指挥着上海 5 大出租汽车公司的 4000 辆世博出租车，经受了全新的运行模式、客流变化多端和应对超大客流的各种考验。世博会期间世博调度平台每天成功调放超过 1.1 万差次，日最高调放差次超过 3 万差，交出了一份让各方高度满意的答卷，成为世界解读上海出租行业的新名片。

　　As the “Appointed Taxi Control Platform for China 2010 Shanghai World Expo”, the Dazhong Control Center orderly directed the 4000 World Expo taxis from five main taxi companies in Shanghai under the spirit of “Leading technology system, solid professional ability and selfless workmanship” through trials such as brand-new operational mode, changeable and huge passenger flow. In the period of World Expo the Control Platform successfully operated over 11,000 services per day with the highest day being 30,000 times and provided a satisfactory questionnaire which became the new name card for the world to learn about taxi industry in Shanghai .

　　大众交通集团拥有大众调度系统设计、开发、生产、维护的完全自主知识产权，可从容应对各类突发事件和紧急状况。大众调度中心服务范围覆盖上海全境和长三角地区，用户可通过固定电话、手机、自动应答、网络等方式，全天 24 小时订车。

　　Dazhong Transportation(Group) Co.,Ltd enjoys the total independent intellectual property rights of the design, development, production and maintenance of Dazhong control system and can confidently respond to all kinds of emergency. The service of Dazhong Control Center covers the whole Shanghai as well as the rest of Yangtze River Delta Area. The customers can call the taxis the whole day through ways such as fixed telephone, mobile phone, auto-answer and Internet.