面向铁路客运站智慧管理的数智服务蓝图构建

Construction of Digital-Intelligent Service Blueprint for Smart Management of Railway Passenger Stations

摘要: 铁路客运站是旅客出行服务体系的关键节点。传统服务蓝图可有效刻画旅客行为、前台服务流程、后台支撑体系与有形服务证据，但难以表征智慧车站场景下的数据感知、智能分析、动态预警、精准处置及闭环优化等数智化运营过程。针对该问题，本文在梳理服务蓝图技术演进规律与数智化服务核心特征的基础上，构建适配铁路客运站智慧管理的数智服务蓝图。该蓝图以旅客站内全流程出行为主线，整合旅客体验、前台交互、后台处理、底层技术支撑与闭环优化模块，融合多源数据感知、数据融合处理、智能决策分析及闭环反馈等技术与管理要素，实现对车站运营服务问题识别、诊断、处置、复测全流程的数智赋能。所构建的数智服务蓝图可有效弥补传统服务蓝图的应用局限，能够为铁路客运站智慧运营管理、服务流程迭代优化提供科学的决策支撑与工具参考。

Abstract: Railway passenger stations are key nodes in the passenger travel service system. Traditional service blueprints can effectively describe passenger behaviors, front-end service processes, back-stage support systems and tangible service evidence, but fail to characterize the digital and intelligent operation processes of smart stations, including data perception, intelligent analysis, dynamic early warning, precise disposal and closed-loop optimization. To solve this problem, this paper constructs a digital-intelligent service blueprint adapted to the smart management of railway passenger stations on the basis of sorting out the technological evolution of service blueprinting and the core characteristics of digital-intelligent services. Taking passengers’ whole-process travel in the station as the main line, the blueprint integrates passenger experience, front-end interaction, back-stage processing, underlying technical support and closed-loop optimization modules. It combines multi-source data perception, data fusion processing, intelligent decision analysis, closed-loop feedback and other technical and management elements, enabling digital and intelligent empowerment for the whole process of station operation services including identification, diagnosis, disposal and re-evaluation. The proposed digital-intelligent service blueprint can effectively make up for the application limitations of traditional service blueprints, and provide scientific decision support and tool reference for the smart operation management and iterative optimization of service processes of railway passenger stations.