Road toll station operation research and analysis report

** Since the opening of the highway at the end of 2000, management departments at all levels have been trying to explore and accumulate a lot of experience in operation management. ** In the practice of operation management, the management office will learn from the advanced methods and experience of the brothers' expressway by “going out, please come in”, and combine the four-shift and three-run operations to four shifts and two operations in combination with the actual conditions of the highways in this section; Conduct measures to combat fake driving licenses and small-scale changes and implement incentives; organize business skills to test and technical competition; implement competitive recruitment and last post; launch “Windows Standard Service Assessment Method” to standardize window quality Service level; the implementation of star rate tollers, grade management personnel assessment methods, the use of points to quantify each employee, performance-related, and achieved a lot of results. At present, in the operation management, all the charging offices of the ** Management Office are able to do a good job in civilized service, and all of them can carry out the charging work in strict accordance with the law and do a good job in collecting and collecting the work. The ability to change the size of the model is small, and it is more capable of distinguishing between true and false, new and old driving and combating driving licenses. **The toll booth exported N vehicles for the month of March 2005, and changed the size of N to a small vehicle. The rate of small-scale change of the model reached N4%; **The toll station exported M vehicles in March 2005, and changed the number of vehicles to N. The model has changed slightly to reach N% ** toll station export paying vehicle N, small change has also reached N, and the model has changed to N%; the two toll stations have started to crack down on driving licenses since October 2003. In May 2004, the Provincial Communications Department notified the temporary suspension of the strike, and ** collected more than N copies, and ** received more than N fake driving licenses. During the operation process, the current outstanding problems have been investigated and analyzed, which is the problem of unimpeded lanes. The reasons are mainly as follows. The management department and the department leaders of the management department have already recognized and solved these problems.

First, the lack of experience in the formulation of the assessment method for the rate of change, the difficulty in distinguishing the models between the various categories, but the assessment according to the same assessment method, resulting in the problem of assessment bias

**After the opening, the methods of operation management are constantly explored in practice. The unified problem of vehicle identification is always a thorny issue that runs through our operations management. In the past two years, the various departments have tried to improve the discriminating ability and accuracy of the vehicles through conference exchanges, monitoring telephone notifications, etc., and reduced the rate of vehicle change, and achieved good results. The management committee also regarded the level of vehicle model change as an important basis for assessing the operational management capabilities of our entire network in 2004. With the joint efforts of the leaders and employees of the whole office, as for the second half of last year, the rate of rectification of the three stations of the two toll stations has gradually decreased, although we have not yet reached the assessment of the management committee in two thousandths. But this is for objective reasons. Our ** and ** have not yet opened, and it is still a broken road. ** is the terminal station and there are many vehicles. In June last year, the country carried out rectification and overloading ** set fixed detection points, many **, Wenzhou to Jinhua direction The large trucks are diverted to ** intercommunication, so the structure of the two stations is quite special. The vehicles of the second category and above account for more than 50% of the total traffic volume.

In order to ensure that the vehicle model change rate meets the requirements of the higher level, each institute has formulated various assessment methods to conduct a rigorous assessment of the toll collectors. In order to reduce the rate of individual vehicle models, the fee-based team and the toll collectors have tried various methods. On the one hand, through exchanges and communication, learning and improvement, for a period of time, there are also different personal communication between the toll collectors, private feelings for the other party misjudged vehicles do not change the model of the shelter; on the other hand, the use of verification of the driving license, the original Based on the naked eye and experience, the model was changed to a lazy driving license. For the toll collectors, the model change rate is heavy and the pressure is high. If you don’t look at the driving license, you will not be able to see it. Viewing the driving license on the one hand increases the workload of the toll collector, the most critical is that the lane is not smooth.

How to solve this problem, the reason is the deviation of the model change rate assessment, how to find a more reasonable scientific assessment model change rate, is our solution. The rate of change of judgment must be controlled. Over the past two years, with the efforts of all our departments, the current rate of change has been low and many achievements have been made. However, the current pressure on the actual charging lane and the toll collector's charging process is also the rate of change. How to reduce the pressure on the toll collectors, how to ensure the smooth flow of the lanes and to control the rate of change, it is necessary to follow the "import high sentence, export toughness", but also to make the rate of change can not be too high, is the problem we need to solve now. . When there is a small amount of traffic, it is not impossible for a difficult vehicle to look at the driving license. It can also raise the awareness and experience of the toll collector. However, when the vehicle peaks, the vehicle should be discriminated according to the high principle, thereby reducing the charge for the export toll collector. The difficulty is ensured. The management department of the management office currently calculates and analyzes the changes between the various categories of exports and exports, from April 2004 to March of 2005. According to the change of judgments and weights among the categories, the analysis found that the rate of change between the various categories is very large. According to the data of the export models for other models, the change of the first-class vehicles is relatively small, which is a thousand points. N, indicating that the current toll collectors are misjudged due to work mistakes, and the discrimination between Class I and Class II trucks has been quite accurate; while the second class model has been changed to N thousand, the correction rate of the three types of vehicles is N, the change rate of the four types of vehicles is N, the change rate of the five types of vehicles is N, and the rate of change of the third type of vehicles is the highest, which is N times that of the first type of vehicles.

In accordance with the above actual situation, the management department of the management office shall adjust the method for assessing the rate of change of vehicle models. Firstly, according to the miscalculation of other types of charges in each category of each year, the rate of change will be converted into the same standard to calculate the rate of change of vehicle types in each category. The score of the appraisal score is 10 points. The first half of the model with a small change rate is awarded the full score. After that, the change rate of the last one of the number of the first one-half of the number of the change is 10 The assessment points of the employees enable the institutes to conduct a reasonable assessment of the employees according to different methods. In addition, according to the summary calculations of the jurisdictions, the management department shall assess the assessment methods for the rate of change of the models of each tolls, and use the scores of all employees to calculate the cumulative calculation. The scores obtained from the assessment are used to weigh the assessment of the vehicle change rate of each institute and achieve scientific comparison and evaluation.

The operation and management department of the management office timely adjusted the assessment method for the model change rate, scientifically and reasonably assessed each employee, and worked hard to create an atmosphere for the toll collectors to implement the “import high sentence and export toughness” for the difficult vehicles, so as to ensure that the entrance does not look at the driving permit and ensure the entrance lane. Smooth, which also reduces the difficulty of exporting charges at other sites, and lays a good foundation for smooth export lanes.

Second, the export model is small, the assessment score is biased, and the exit lane is blocked.

In the operation practice, we found that due to the discriminating level of the vehicle or the operation error, the large vehicle type is judged to be small, and this is directly related to our charge amount, which is related to our interests. How to make a small change in the model and ensure that the toll collection is not lost will become an important task in the management of the operation. Since October 2003, the Management Office has introduced measures to implement the award of one N yuan per small change. It has achieved good results, from the original station to a small change of more than 200 vehicles per month to five or six hundred. Since October 2004, ** has tried the evaluation method of star-rated toll collectors, and each employee has been quantified by scores. The small-sized model has been included as an important part of the assessment. The number of small-scale reforms has grown tremendously. The number of small reforms in each institute exceeded N vehicles per month, and the ** tolls reached N vehicles in March, reaching N%.

Both of them are in the trial to put the model into a small change, and the small-scale evaluation indicators use the elastic contrast score assessment. Because of the lack of experience, the initial scores are relatively large, and the competition between employees is very intense. In order to be able to get high scores, the toll collectors are particularly cautious about the vehicles of the second class or above when exporting the charges. Check the models carefully and check the driving licenses to ensure that the receivables are not leaked. However, in actual operation, the vehicle structure of ** and ** has more than N% of vehicles and is more than 2 types of vehicles, so it is accompanied by the phenomenon of lane blockage.

How to solve this problem, we explore the experience in the trial, find out the reasons, gradually adjust according to the actual situation, narrow the difference between the small and the high and the low, and improve the assessment of other assessment content, thus making the assessment method The intensity of each content is relatively moderate, avoiding the occurrence of a small change or a change rate to determine the overall performance of a toll collector, so as to better assess each employee and solve the problem of smooth export lanes.

In addition, strengthening entry management is also an important issue in operational management.

In order to inquire and analyze, the export toll collectors can operate according to normal procedures, reduce the detention time of vehicles at the exit, and alleviate traffic jams and diversions. Controlling the operation specifications of the entrance toll collectors is the key to ensuring a good order of station charges. Secondly, the vehicle models of the entrance vehicles are judged accurately, which can reduce the vehicle model change, reduce the export pressure, and prevent the type of vehicle change, especially the traffic jam caused by small changes. And disputes can also prevent the loss of fees incurred by export payers due to the lack of correcting vehicle types. Grasping the judgment of the imported vehicle model is a guarantee for safe and smooth export and reducing the loss of fees; once again, strengthening the quality and civilized service of the entrance can attract more vehicles to the high speed, which is an important measure for enterprises to increase economic and social benefits. Therefore, strengthening portal management is an important issue for network charging management.

** After the opening, the operational management departments at all levels learned other highway operation management and combined with practical experience to develop a series of operational specifications, but the focus was on the management of export charges, while the important relationship between import management and economic and social benefits was relatively In view of the fact that there is no such thing as export charges, the management committee has always attached importance to the rate of vehicle change. In fact, it has also stated that it is important to pay attention to the accuracy of the entrance. It is difficult to reduce the export charges. However, in actual operation, it is too thick and some deviations occur. The entrance management is not elaborate enough, and there is no other content that can be quantified for the entrance assessment except for the vehicle change rate and civilized service, so there is a certain difficulty. In fact, a large part of the reasons for the change of export vehicles, traffic jams, disputes, etc. are caused by inaccurate or incorrect operation of the entrance. Therefore, it is necessary to pay attention to the management of the entrance and find ways to strengthen the management of the entrance.
1. Strengthening learning, raising awareness and strengthening entrance management. First of all, all employees should strengthen study, raise awareness, and solve ideological problems. In particular, managers and toll collectors of various institutes should raise awareness of the importance of strengthening entrance management. First, managers should strengthen political learning and establish a sense of the overall situation. Don't just care about the level of fees and charges of the firm. We must be determined to innovate, find new ways to improve services, increase the flow of imported cars, and increase the amount of fees charged by enterprises. Benefit-based benefits, only managers can establish a sense of the overall situation, the overall concept, in order to do a good job in the entrance management; Second, employees should strengthen the ideological quality training and guidance education, and establish a sense of cooperation. The quality of the entrance management directly affects the order and management difficulty of the export of the brothers. It can be said that the entrance toll collector is to some extent to lay the foundation for the management of the export. Therefore, the entrance toll collector should strengthen the cooperation with the brothers in the work. The cooperation should be based on the fact that the input of information is treated like a deposit, and the quality service is treated as a deposit-like interest rate. The vehicle model is judged as carefully as the withdrawal, and the work pressure of export is minimized. Fast, orderly communication lays a good foundation. At the time of export, the various toll collectors carried out empathy for other feelings such as no information, wrong information, and wrong judgment of the card. Only in this way can a global game be formed to ensure the rapid and safe export and establish a good image of the station. . The third is to improve the quality of the business and enhance the awareness of the crisis. At present, the reason why the import work is more sloppy, is that the quality of the business should be further improved. For example, the wrong information, the blank card, and the misjudgment of the model are all quality problems. To improve the quality of the business, on the other hand, the superior management department should also pay attention to the entrance. Equipment investment problems, monitoring probes are also set at the entrance, which is conducive to the inspection of the entrance.

2. Improve the target assessment and implement the remote hook. Currently, the company rewards the entrance card for one penny per vehicle. This decision is very scientific. In fact, the size of the entrance traffic is closely related to the quality of civilized services and distribution according to work. The company not only implements a penny reward for the card issuance at the entrance, but also incorporates it into the assessment targets of each institute, and increases the proportion to promote the quality service of each institute, strengthen the management of the entrance, find ways, and attract new vehicles to attract high-speed vehicles to improve* * The overall benefit. At the same time, the assessment of the entrance can be carried out remotely. For example, in the monthly inspection, the company and the management office will implement the export traffic jam, queue, disputes, etc. due to the wrong operation of the entrance to the entrance, and implement it to the specific operator. Responsibility, in order to improve the responsibility of the various toll booths and import toll collectors, so that the entrance to lay a solid foundation for the export to create a good charging order.
3, strengthen hardware management, unified model standards due to the opening of the ** soon, the equipment is in the trial operation stage, the system is not stable enough, the frequency of faults is higher, so the relevant departments should strengthen inspections, increase inspection density, regular maintenance, while Strengthen the training of the equipment administrators of each institute to ensure that the equipment management is implemented and create favorable conditions for the charging work; secondly, the vehicle model is judged by the standard, and the models of the difficult model can be increased to correct the internal contradictions and create a good Charge environment.
With the advancement of society and the development of highway construction management, the requirements of the highway service are getting higher and higher. Only by continuously strengthening the construction of the staff team, while ensuring export management, we must pay close attention to the entrance management to ensure high speed. The image of the highway window ensures the toll revenue of the expressway, in order to achieve "first-class management, first-class service, first-class benefits."