Annual Report 2023

92 2023 Annual Report Transport International Holdings Limited SUSTAINABILITY REPORT Media and Social Media Platforms In 2023, we invited the media to our events to strengthen public communication and promoted greater adoption of social media platforms such as Facebook and Instagram to disseminate information related to KMB and LWB. Our interaction with netizens included a number of cross-media activities, these activities proved popular, as our Facebook page reached more than 1.6 million netizens in 2023. Likewise, the number of followers of our Instagram account reached over 22,300 followers at the end of December. Firmly believing that social media platforms play a pivotal role in communication between the public and the Group, we are committed to continue leveraging online communication platforms to strengthen our ties with the public. Throughout the year, KMB Facebook has showcased various events using images, GIFs and videos. In particular, bus safety and etiquette have been actively promoted on this online and other social media platforms. app1933 KMB’s smartphone application has been continuously updated with newly added features such as the “Estimated Alighting Time” to cater to passengers’ trip planning needs. To facilitate trip planning, the application calculates passenger alighting times at different bus stops based on real-time traffic conditions. More mini-games have been introduced to the “Game Room” on app1933, allowing users to earn extra club1933 points that can be converted into eCoins for bus rides. club1933 A new scheme, eCoin, was launched in August 2023 for club1933 members. Under the scheme, members can convert their club1933 points into eCoins which can be used, without an expiry date, for paying bus fares and redeeming gifts. Websites The KMB and LWB website (www.kmb.hk ) provides a user- friendly 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 hosted 31 delegations in 2023, 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. Excellent Customer Service KMB and LWB place great emphasis on delivering quality services to customers and welcome their feedback 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, enabling customers to receive instant year-round responses to enquiries and provide feedback on bus services. Since its launch, the Chatbot channel has continually been enhanced to handle customer enquiries and has received positive feedback. The customer service hotline, with human operators to answer customer inquiries, provides assistance in finding lost elderly people 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 are provided to get through to a live operator. These shortcut keys are designed to facilitate prompt reporting of illegal parking that may affect bus services and providing assistance in locating lost elderly people. Customer Service Centres Our Customer Service Centres provide customers with a one- stop service, which includes offering KMB and LWB souvenirs, Octopus card add-value services and the provision of bus route information. Likewise, at our Tai Lam Customer Service Kiosk, we provide a comprehensive range of services, including cash withdrawal, free Wi-Fi service and convenience goods, offering a handy one-stop service to customers. A new convenience store was opened at Tuen Mun Road Bus-bus Interchange (Kowloon bound) to provide food and beverages for passengers, catering to their daily needs and indulgences while waiting.