Annual Report 2022

Transport International Holdings Limited 2022 Annual Report 78 SUSTAINABILITY REPORT Websites After a major revamp, the KMB website (www.kmb.hk ) has presented a whole new look and feel to users. The revamped website provides a better user experience with enhanced information integration, allowing users to easily acquire information on our service details. Depot Visits To increase our stakeholders’ understanding of the daily operations at our bus depots, we received visitors from 13 organisations in the reporting period. Among them were social service organisations, professional associations, Government departments and higher education institutes. We also engaged with schools and non-government organisations through a depot visit programme to promote good manners and safety awareness on the bus, especially for students and families. We hosted 14 delegations in 2022. Excellent Customer Service KMB and LWB place great emphasis on providing quality services for customers and welcome customers’ views on our bus services. At KMB and LWB, we treat substantive feedback as a reference for continuous service improvement and future service development. Chatbot for Enquires KMB and LWB provide an artificial intelligence Chatbot channel, bot1933, on their websites and App1933 for passengers to get instant year-round responses to enquiries and provide feedback on bus services. Since it was launched, the Chatbot channel has continually been enhanced to handle passenger enquiries and has received positive feedback. Customer Service Hotline Both KMB and LWB offer a manned customer service hotline (2745 4466 and 2261 2791, respectively) with human operators available for enquiries daily, complemented by a 24-hour hotline system. Shortcut keys to get through to a live operator are available for prompt reporting of illegal parking that affects bus services and for providing assistance in finding lost elderly people. Customer Service Centres Our Customer Service Centres provide passengers with a one- stop service, which include offering KMB and LWB souvenirs, Octopus card add-value services and the provision of bus route information, while the Tai Lam Customer Service Kiosk similarly provides a wide range of services. The kiosk provides cash withdrawal and free Wi-Fi services, as well as a range of convenience goods, offering a handy one-stop service. The Tuen Mun Road Bus-bus Interchange Customer Service Centre provides an air-conditioned waiting area for passengers to enjoy a comfortable environment while waiting. Membership of Associations and Advocacy During the reporting period, we further strengthened our connection with stakeholders via participation in the following organisations: Business Environment Council; Employers’ Federation of Hong Kong; Federation of Hong Kong Industries; Hong Kong Association for Customer Service Excellence; The Chartered Institute of Logistics and Transport in Hong Kong; and The Hong Kong General Chamber of Commerce. KMB is dedicated to caring for the community. “The Donation of Used and Retired Bus Programme” and “The Donation of Caring Bus Stop Pole Programme” are well received by schools and homes for the elderly