Efficient Call Center Operations: Stable Phone Response and Improved Service Quality
Vehicle Dispatch Rate Increased and Waiting Time Reduced Through Integrated Dispatch in 31 Cities and Counties
Mobility Rights for Transportation-Vulnerable Groups Enhanced by Introducing AI Counselors and Expanding Voucher Taxis
Gyeonggi Province and Gyeonggi Transportation Corporation announced on the 21st that starting from July 2024, through integrated dispatch operations, the call center's phone response rate and vehicle dispatch rate have significantly improved, and waiting times have been drastically reduced, contributing to enhanced mobility convenience for transportation-vulnerable groups.
Notice on Integrated Dispatch of Disabled Call Taxis in 31 Cities and Counties. Provided by Gyeonggi Transportation Corporation
To expand mobility rights for transportation-vulnerable individuals, Gyeonggi Transportation Corporation opened the Gyeonggi Metropolitan Mobility Support Center in October 2023. The metropolitan center is responsible for metropolitan dispatch, while city and county centers handle local dispatch. However, since the operation methods varied across the 31 cities and counties, improvements were necessary.
The Gyeonggi Metropolitan Mobility Support Center planned integrated dispatch covering both metropolitan and local dispatch. Starting with integrated dispatch in Namyangju and Guri cities in July 2024, it expanded to Pocheon, Yangpyeong, and Yeoncheon in August; Pyeongtaek, Siheung, and Gimpo in September; Uijeongbu, Hanam, and Yeoju in October; Seongnam, Anyang, and Paju in November; and by December, it was extended to all cities and counties within the province.
Through integrated dispatch, the efficiency of vehicle dispatch improved. The vehicle dispatch rate, which was 65.9% in July 2024 during the initial integration phase, increased by 17.0 percentage points to 82.9% in December. Total waiting time also significantly decreased, from 78.6 minutes in July 2024 to 42.4 minutes in December, a reduction of 36.2 minutes, greatly enhancing Gyeonggi Province’s transportation-vulnerable mobility support services.
The background for achieving these results after integrated dispatch involved close coordination with the 31 city and county mobility support centers. Based on this, detailed adjustments were made to dispatch methods and vehicle operation ratios according to the operational conditions of the province and cities/counties, reflecting considerable effort.
In addition to integrated dispatch, call volume analysis was used to concentrate counseling staff during peak times such as advance reservations and commuting hours. The introduction of AI counselors for users who have difficulty using apps/websites also increased the phone response rate from 88.2% in July 2024 to 94.6% in December, a 6.4 percentage point increase.
Furthermore, efforts to improve mobility convenience for transportation-vulnerable groups include securing alternative means for those who do not use wheelchairs and establishing the Gyeonggi-type voucher taxi platform, which is provided to city and county mobility support centers. Currently, the Gyeonggi-type voucher taxi has been in operation in Uiwang City since January 7, 2025.
Park Nogeuk, Director of the Gyeonggi Transportation Bureau, stated, “In 2025, we will spare no support to Gyeonggi Transportation Corporation to guarantee mobility rights for transportation-vulnerable groups by supporting the operation of bedridden disability call taxis and introducing multi-passenger disability call taxis.”
Min Kyungseon, President of Gyeonggi Transportation Corporation, expressed gratitude for the interest and generous support for enhancing mobility rights for transportation-vulnerable groups in Gyeonggi Province, saying, “In 2025, when integrated dispatch is fully implemented, we will closely cooperate with Gyeonggi Province and the 31 cities and counties to analyze the operation status and data of disability call taxis to provide more efficient services.”
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