Present condition and Improvement of Citizen Monitor System of Railway Operation Companies

철도운영회사의 모니터 제도 운영 현황 및 개선 방향

Currently most domestic passenger railway transportation companies are operating citizen monitor system. The citizen monitor is the system to grasp the passengers' inconvenience and proposals in depth and to collect improvement methods based on those. But the present citizen monitor system has little difference from general complaint processing system, so it is necessary to improve to correspond its original purpose. Therefore in this paper, based on my citizen monitor experience of many years and literature investigation, I will summarize present condition of the operation of citizen monitor system, grasp its problems and propose improvement point of citizen monitor system. By these improvement, the effectiveness of citizen monitor system per expense will increase, and ultimately it can be contributed to public relations and service advancement of railway operating companies.