Employees' Bold Challenges

When it comes to the maintenance of ticket vending machines and other such equipment, we have traditionally adopted measures focused on stations with a high frequency of breakdowns. Taking the opposite approach, however, we switched to focusing on equipment maintenance methods at stations with the fewest breakdowns. After analyzing the data on breakdowns, we got together to exchange views with employees at these stations (general management centers), and found that cleaning regimens and careful handling lead to fewer equipment breakdowns. Using this knowledge, we have devised user-friendly cleaning kits and distributed them to each station. We have also made educational videos about how to clean ticket vending machines, which we are deploying horizontally through our portal site and in-house social networks. We will work to further reduce breakdowns through engagement with the station employees who use the equipment.

In April 2023, JR Bus Tohoku began operating hydrogen-powered fuel cell buses on the route between Fukushima City and Kawamata Town. While these buses are already in use elsewhere in Japan, there is limited experience operating them on routes with continuous gradients or in cold climates. To address these challenges, we conducted on-site test runs in collaboration with the manufacturer and consulted operators who have implemented the technology earlier. The buses have become a notable feature along the route, attracting growing customer interest. We expect their introduction will further advance the JR East Group’s environmental initiatives.

In collaboration with Chiba University and the tourism complex The Fish, we branded wine that had been stored in abandoned mine caves on Mt. Nokogiri as a new tourism resource for the Kanaya district, under the name Mt. Nokogiri Wine. Until FY2022, I was responsible for planning tours using Shinjuku Sazanami trains and managing thank-you gifts from Futtsu City through JRE MALL Furusato Nozei (hometown tax donations). Until then, my work had been limited to standard station duties, so everything was a continuous learning process. However, seeing the smiles of customers and local residents who participated in the tours gave me a profound sense of accomplishment. In the months and years ahead, we will continue collaborating with the local community to further develop the Mt. Nokogiri Wine brand, revitalize the region through its attractive tourism resources, and foster sustainable community development.

JR East leverages the latest IT technologies to enhance station operations. At Urawa Station, we developed an app using a low-code tool to manage station poster displays, prioritizing ease of use and maintenance. After a month of trial and error, the app was finalized and has since been deployed at over 50 stations, significantly improving operational efficiency. We will continue developing apps that address workplace challenges and drive operational reforms, including further streamlining station tasks and enhancing service quality.