GB/T 22486-2022Service specification for urban rail passenger transport (English PDF)

Foreword

This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for Standardization Work Part 1: Structure and Drafting Rules for Standardization Documents" drafting.

This document replaces GB/T 22486-2008 "Urban Rail Transit Passenger Transport Service". Compared with GB/T 22486-2008, except for structural adjustment In addition to rectification and editorial changes, the main technical changes are as follows:

a) Changed the definitions of "service", "service quality" and "service personnel" (see 3.1, 3.2 and 3.9, 3.1, 3.5 and 2008 edition 3.6); deleted the terms and definitions of "organization" and "service organization" (see 3.2 and 3.4 of the 2008 edition); added "service quality The terms and definitions of "criteria", "service level", "passenger", "operating unit" and "service quality commitment" (see 3.3, 3.4, 3.6, 3.7 and 3.13);

b) Changed the benchmarks of service quality and the requirements for public welfare or commercial services (see 4.1 and 4.8, 4.1.1 and 2008 edition 4.1.5); Added the evaluation of service quality and the operating unit's organizational structure, rules and regulations, and the ability to provide passenger transport services Relevant requirements (see 4.2 and 4.6);

c) Changed the relevant requirements for operational technical requirements and service facility layout adjustments (see 5.1.1 and 5.1.2, see 6.1.1 of the 2008 edition and 6.1.2); added the basic requirements for service facilities (see 5.1.3 and 5.1.4);

d) Changed the general requirements for signs and setting requirements for safety signs, requirements for priority seat position signs on trains and stations, safety signs on trains;

Requirements for the types of all signs (see 5.2.1, 5.2.2, 5.2.4 and 5.2.10, 6.4.1, 6.7.2 and 6.7.3 of the 2008 edition); added Requirements for content, layout and maintenance of service marks (see 5.2.3, 5.2.5~5.2.9);

e) The requirements for the running time of escalators and elevators, and the handling requirements for platform doors and escalators in case of failure are added (see 5.3.2~ 5.3.4);

f) Changed the disposal requirements when the ticketing facility fails (see 5.4.8, 6.3.3 of the 2008 edition); added the requirements for ticketing facility equipment (see 5.4.3~5.4.7);

g) Changed the requirements for the station broadcasting system (see 5.5.4, 6.4.2 of the 2008 edition); added the requirements for the passenger information system and the broadcasting system Requirements (see 5.5.1~5.5.3 and 5.5.6);

h) Changed the station inquiry function setting requirements (see 5.6.2, 6.5.1~6.5.2 of the 2008 edition); Requirements for customer service center (see 5.6.1);

i) Added requirements for emergency lighting and lighting methods in lighting facilities (see 5.7.2, 5.7.3 and 5.7.5);

j) Changed the reliability and status requirements of the facilities on the train (see 5.8.1 and 5.8.5, 6.7.1 and 6.7.4 of the 2008 edition); added Requirements for placement of windows, floor panels, and wheelchairs in passenger compartments of trains and requirements for LED operation information display on train bodies (see 5.8.2~5.8.4 and 5.8.6);

k) Changed the safety and emergency equipment requirements on the train (see 5.9.1, 6.7.3, 7.1 of the 2008 edition); deleted the overall function requirements of the train Seek (see 6.7.5 of the 2008 edition);

l) Changed the performance requirements of the evacuation door and the functional requirements of the alarm device in the passenger compartment of the train (see 5.9.3 and 5.9.4, 7.3 of the 2008 edition and 7.4); Added requirements for first aid kits and first aid capabilities of personnel, inspection requirements for facilities and equipment (see 5.9.2 and 5.9.5);

m) Changed the requirements for station passenger seats, public toilet requirements and functional requirements for barrier-free facilities (see 5.10.1, 5.10.2 and 5.10.5, 6.8.1, 6.8.2 and 6.2.4 of the 2008 edition); increase the requirements for public welfare and welfare facilities (see 5.10.6 and 5.10.7);

n) Changed the reliability requirements of service facilities (see 5.11, 6.9 of the 2008 edition);

o) Changed the handling of tickets in case of abnormal tickets (see 6.1.6~6.1.8, 5.1.6 of the 2008 edition); Requirements for ticketing service preparation (see 6.1.3);

p) Changed the requirements for operational adjustments under special circumstances, relevant requirements for organizing train operations, train congestion, and cashing of train diagrams The term name and calculation method of train punctuality rate and line train punctuality rate, the operation requirements of the train door switch and the train fault handling requirements (See 6.2.2~6.2.6, 5.3.1~5.3.7 of the 2008 edition); Added the requirements for operating hours (see 6.2.1);

q) Changed the basic information requirements for passenger services, station and train passenger information release requirements (see 6.3.2~6.3.4, version 2008 5.2.1, 5.2.4~5.2.6); delete the overall requirements for providing information at the station (see 5.2.2 of the 2008 edition); add the Prompt information release requirements and Internet information service channel requirements (see 6.3.5 and 6.3.6);

r) The requirements for pre-job training and re-job training, health requirements, service language requirements, and behavior requirements for service personnel have been changed (see 6.4.1.3, 6.4.1.7, 6.4.2.1 and 6.4.3.3, 4.2.2, 8.1.6, 5.7.1 and 5.8.3 of the 2008 edition); basic skills of service personnel have been added Requirements and service behavior requirements (see 6.4.1.1, 6.4.1.2, 6.4.1.4~6.1.4.6, 6.4.3.4 and 6.4.3.5);

s) Changed the requirements for the primary goal of emergency services, the handling of untimely passengers, the content and requirements of emergency information notification, and the impact Requirements for emergency response and safety publicity and education under the normal operation of urban rail transit (see 6.5.1, 6.5.5, 6.5.6, 6.5.10~6.5.14, 5.6.1, 5.5.3, 5.6.3, 5.2.3, 7.6 of the 2008 edition); added requirements for police points and monitoring equipment and Relevant requirements when public safety emergencies, extreme weather and large passenger flow occur (see 6.5.2, 6.5.3, 6.5.7~ 6.5.9);

t) Deleted the emergency plan preparation, safety management system and passenger loss or injury handling requirements (see 5.6.2, 7.5 and 2008 edition 7.7);

u) Changed the ventilation requirements in public areas, the air quality requirements in stations, and the sanitation requirements for waiting and boarding at stations (see 7.1.2, 7.1.3, 8.1.3, 8.1.4 of the 2008 edition); increase the requirements for service hygiene (see 7.1.4, 7.1.6~7.1.8);

v) Changed the requirements for service quality commitment (see 8.1.1, 8.1.2, 5.9.1 of the 2008 edition);

w) Change the service supervision and passenger complaint response rate requirements (see 8.2.2~8.2.5, 5.9.3, 5.9.5, 5.9.11 of the 2008 edition); add Added the requirements for service quality evaluation and improvement using service quality criteria, and the requirements for passengers to participate in service quality supervision (see 8.2.1 and 8.2.6);

x) The requirements for establishing a service quality management system, the requirements for internal inspection of operating units and the requirements for service improvement have been changed (see 8.3.1, 8.3.2, 8.3.4 and 8.3.5, 4.2.1, 5.9.4 and 5.9.9 of the 2008 edition); the requirement for the publicity of service quality evaluation results has been added (see 8.3.3);

y) Deleted the self-assessment requirements of the operating unit, the specific requirements for special personnel responsible for data statistics, service quality evaluation and service indicators Calculation method (see 4.2.3, 5.9.6~5.9.8, 5.9.10 and Appendix A of the 2008 edition).

1 Scope

This document specifies the general requirements for urban rail transit passenger transport services, service facilities and equipment, service provision, service environment and sanitation and Service quality management.

This document applies to urban rail transit passenger transport services.

2 Normative references

The contents of the following documents constitute the essential provisions of this document through normative references in the text. Among them, dated references For documents, only the version corresponding to the date is applicable to this document; for undated reference documents, the latest version (including all amendments) is applicable to this document.

GB/T 2893 (all parts) Graphical symbols, safety colors and safety signs

GB 2894 Safety Signs and Guidelines for Their Use

GB/T 7928 General Technical Conditions for Metro Vehicles

GB/T 10001.3 Graphical Symbols for Public Information Part 3: Symbols for Passenger and Freight

GB 13495.1 Fire Safety Signs Part 1: Signs

GB/T 14227 Acoustic requirements and measurement methods for urban rail transit station platforms

GB 14892 Urban Rail Transit Train Noise Limits and Measurement Methods

GB 15630 Fire Safety Sign Setting Requirements

GB/T 16275 Urban Rail Transit Lighting

GB/T 18574 Urban Rail Transit Passenger Transport Service Signs

GB/T 19001 Quality Management System Requirements

GB/T 30012 Urban Rail Transit Operation and Management Specifications

GB/T 38374 Urban Rail Transit Operation Index System

GB/T 38707 Technical Specifications for Urban Rail Transit Operation

GB 50157 Code for design of subway

GB 51151 Technical Specifications for Urban Rail Transit Public Safety Prevention System Engineering

JT/T 1002.1 Skills and quality requirements for train attendants in urban rail transit Part 1: Subway, light rail and monorail

JT/T 1003.1 Urban rail transit train driver skills and quality requirements Part 1: Subway, light rail and monorail

JT/T 1004.1 Skills and quality requirements for dispatchers of urban rail transit Part 1: Subway, light rail and monorail

3 Terms and Definitions

The following terms and definitions apply to this document.