Hanoi Bus: Streamlining routes, improving service quality for people every day

The Corporation has also completed re-bidding for public passenger transport (PTP) service packages by bus for 44 routes, operating from April 1, 2025, ensuring market share and stable operations.

Closely following the 2025 theme of the public transport sector is to improve governance - Continue to build a bus service culture - Well perform the tasks of green transformation and digital transformation.

Bus maintenance, repair and vehicle refurbishment before putting into operation continue to be focused on to ensure technical quality, vehicle image, operational safety and equipment on board.

The inspection and supervision of service quality on bus routes continues to be strengthened, focusing on thematic inspections to handle violations of vehicle quality, driving discipline, service attitude, revenue violations, parking violations... associated with the 2025 theme. The total number of violations has decreased significantly, especially violations of service attitude have decreased sharply.

In the first 3 months of 2025, training to improve human resource quality was implemented synchronously with 69 courses and 1,405 trainees.

Including: 15 basic training courses; 29 training courses on overcoming violations; 25 specialized and in-depth training courses on communication skills, service skills, customer care, and situation handling to improve the quality of the NVPV team on the bus. The customer care department received 32,695 calls and messages via Hotline 19001296, Zalo OA, fanpages, of which: compliments increased compared to 2024. Deploying TikTok channel to spread beautiful images and positive information about public passenger transport by bus. With electric bus routes, after more than 2 months of operation, positive results have been recorded, increasing both in passenger volume and revenue compared to the same period last year, creating a good impression and trust, high appreciation from the people.

In addition, to prepare capital for the plan to convert vehicles to use electricity and green energy, to soon realize the conversion roadmap, and keep up with the digital transformation trend, the Corporation is gradually applying artificial intelligence (AI) technology to customer care in the field of public transport by bus; receiving, processing, managing information on application platforms and synthesizing data as required.

The application of AI technology not only helps improve management efficiency but also improves service quality, bringing a better experience to passengers. Cumulative results in the first 3 months of the year, the Corporation has operated 792,000 vehicles, serving over 54 million passengers, accounting for over 56% of the total passenger output of the network. Of which, the output of tickets is estimated at 5 million, equal to 88.9% of the plan. Regarding the operation of business bus routes, the two airport bus routes 68 and 86 operated 7,914 vehicles.

In addition to bus operations, information from the Transport Corporation said that bus station operations are still affected by illegal bus stations, disguised passenger buses and other service vehicles, and vehicle parking operations are also affected due to the confiscation and clearance of some parking spots. However, units in the sector have proactively strengthened solutions to minimize the decline in output as well as continue to maintain the quality of services. The Bus Station Joint Stock Company has implemented a business cooperation agreement for electric vehicle charging stations at Giap Bat and Gia Lam bus stations.

The Bus Station Operation Center has completed the renovation of high-quality waiting rooms to serve passengers. Hanoi Parking Lot Operation Company Limited has deployed technology applications in management, operation, and applied fee collection via VETC accounts for all parking lots managed by the Company. Proactively developed new parking lots, signed business cooperation agreements for charging station services at My Dinh and Dich Vong parking lots. In the first quarter, the sector recorded more than 181 thousand inter-provincial vehicles and more than 400 thousand buses entering and leaving the station.

Source: https://cand.com.vn/Giao-thong/xe-bust-ha-noi-hop-ly-hoa-luong-tuyen-nang-cao-chat-luong-phuc-vu-nguoi-dan-moi-ngay-i764932/