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0.998}, {\"word\": \"客\", \"start\": 497.742, \"end\": 497.923, \"score\": 0.953}, {\"word\": \"服\", \"start\": 497.923, \"end\": 498.043, \"score\": 0.987}, {\"word\": \"系\", \"start\": 498.043, \"end\": 498.063, \"score\": 0.999}, {\"word\": \"統\"}]}, {\"start\": 499.043, \"end\": 520.316, \"text\": \"經常也會接到年輕的爸爸媽媽打電話來表示致謝至於說能不能在APP上產生這樣子的欄位這個恐怕要容許我們回去要研究一下因為這個有涉及到權力義務的問題這個已經不只是一個協助這個是一個服務的你們寫的查詢或服務申請\", \"words\": [{\"word\": \"經\"}, {\"word\": \"常\", \"start\": 499.043, \"end\": 499.263, \"score\": 0.976}, {\"word\": \"也\", \"start\": 499.263, \"end\": 499.524, \"score\": 0.893}, {\"word\": \"會\"}, {\"word\": \"接\", \"start\": 499.524, \"end\": 499.744, \"score\": 0.852}, {\"word\": \"到\", \"start\": 499.744, \"end\": 500.104, \"score\": 0.999}, {\"word\": \"年\", \"start\": 500.104, \"end\": 500.384, \"score\": 0.869}, {\"word\": \"輕\"}, {\"word\": \"的\", \"start\": 500.384, \"end\": 500.504, \"score\": 0.998}, {\"word\": \"爸\", \"start\": 500.504, \"end\": 500.704, \"score\": 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\"score\": 0.94}, {\"word\": \"學\", \"start\": 678.715, \"end\": 679.076, \"score\": 0.868}, {\"word\": \"好\", \"start\": 679.076, \"end\": 679.216, \"score\": 0.994}, {\"word\": \"不\", \"start\": 679.216, \"end\": 679.336, \"score\": 0.807}, {\"word\": \"好\", \"start\": 679.336, \"end\": 679.937, \"score\": 0.893}, {\"word\": \"以\", \"start\": 679.937, \"end\": 680.097, \"score\": 0.873}, {\"word\": \"上\", \"start\": 680.097, \"end\": 680.117, \"score\": 0.849}, {\"word\": \"謝\"}, {\"word\": \"謝\"}], \"language\": \"zh\"}","srt":"1\n00:00:01,064 --> 00:00:03,157\n謝謝趙偉那我首先先請史哲董事長\n\n2\n00:00:11,537 --> 00:00:39,111\n董事長好首先知道這一陣子大家對於您推動的寧靜車廂這個文化這個大家有一些意見跟爭議那我想大體剛剛前面幾位委員都曾經跟你討論過我當然知道高鐵公司是用意良善那但是呢卻在這個執行的過程當中確實有一些必須要再更優化改進的地方所以\n\n3\n00:00:40,171 --> 00:00:55,682\n對我來講我認為高鐵您想要推動的寧靜車廂重點不是在寧靜兩個字而已重點應該是一個友善尊重的搭車文化因為我看過在高鐵裡面因為我每天都搭高鐵台北台中兩邊跑\n\n4\n00:00:57,983 --> 00:01:21,970\n確實過去講話很大聲的山西追劇的也放得很大聲甚至光是手機的鈴聲就好大一聲本來在睡覺的人都被他吵醒了確實這樣子的一個類似好像大家只有意識到自己沒有意識到旁邊還有其他人的權益這樣子的一個搭車文化需要再更好\n\n5\n00:01:23,410 --> 00:01:45,212\n這樣子的更好就是在執行措施方面我們的方方面面沒有周全所以才會引起有嬰幼兒有小孩子的家長年輕家長的焦慮董事長寧靜兩個字本身在那一個車廂裡面就會讓人家有壓力因為寧靜表示一點聲音都不能有\n\n6\n00:01:47,079 --> 00:02:11,592\n董事長你懂我的意思嗎所以我會認為說其實我們要改進的是搭車的文化是尊重的文化是友善的環境那我們當然用這樣子的一個政策宣示說寧靜車廂來做一個宣導但是我覺得還可以更好或者是可以用其他的方式或是字眼來推動董事長你覺得呢\n\n7\n00:02:13,499 --> 00:02:21,173\n是陳如委員所講的我們確實的重點一開始就序名的很清楚就是三點第一個就是3C戴耳機\n\n8\n00:02:23,236 --> 00:02:46,637\n電話去宣關再來就是希望大家交談放低音量其實就是這樣為什麼大家沒有注意到你講的這三件事因為在你們的推動的執行面上第一個只有在你們網站上面有宣示這三點第二個雖然你們在高鐵的每個車廂每個座位上都有一個宣導卡但是\n\n9\n00:02:47,864 --> 00:02:59,726\n以你自己的設想會有多少人多少比例坐上高鐵那個位置會拿起前面的那張卡來看你認為呢你有做過調查嗎\n\n10\n00:03:02,005 --> 00:03:23,822\n這張卡上面也是寫這三點但是有多少人會拿起來看所以我們也特別拜託我們的車安保全拿了一個可愛的牌子也是寫這三點來提醒大家其實這是為了讓大家了解說我們宣導一個政策執行一個政策不是不叫而殺之我們也近期可能但是宣導的時間確實不夠久因為從您當董事長宣示這個政策到執行我記得是9月22號執行\n\n11\n00:03:30,808 --> 00:03:48,139\n那中間不到應該沒有沒有一個一兩個月的時間吧差不多一個月的時間一個月的時間而已嘛對不對那一個月的時間我剛剛在提醒你囉到底有多少乘客坐上那個位置之後會把前面的那一個宣導卡拿起來看\n\n12\n00:03:49,389 --> 00:04:06,911\n第二個你們的宣導我在提醒還是只有在網站上面其他的宣導沒看到所以你的宣導期的那一個月第一個時間不夠長第二個宣導的方式不夠多元第三個宣導總結就是沒有到位\n\n13\n00:04:07,492 --> 00:04:30,781\n所以才會引起大家覺得有壓力而且會誤解這是第一個我覺得還是要請你優化改進是我們會那當然在大眾很多年輕家長的一個要求之下當然你們現在正在改進那我再提第二個就是我在高鐵上每天搭高鐵我看到的另外一面就是呢\n\n14\n00:04:32,661 --> 00:04:55,970\n確實為什麼這些年輕家長會有憂慮而且會有壓力是因為呢很多的年輕家長有時候是父母雙方有時候是單一不管是爸爸或媽媽一手抱小孩一手推娃娃車那我上下高鐵甚至我想上下台鐵都是一個很很很艱辛的過程\n\n15\n00:04:56,843 --> 00:05:13,268\n是對不對那尤其娃娃車有大有小對不對爸爸也許力氣還比較大媽媽自己我曾經看過一個媽媽自己抱著一個嬰幼兒後面跟著一個小小孩在拿著一個娃娃車\n\n16\n00:05:14,659 --> 00:05:36,269\n沒有人幫他那我們想幫他卻也碰到一個問題就是第一個走道狹小第二個這個歐阿車要幫忙行李區滿了所以我們現在的一個困境是在於我們不是只是在推動一個友善環境而已而是要打造一個友善環境\n\n17\n00:05:37,745 --> 00:05:58,640\n不是只有推動喔是要打造這也就是剛剛我聽到不管是蔡其昌副院長或者是李昆哲召委都在提他們過去跟台鐵推動了親子車廂的一個打造一個友善親子友善孩童的環境的交通運具這個很重要所以\n\n18\n00:05:59,580 --> 00:06:16,697\n這是我看到的也是為什麼年輕家長會有焦慮的所以我會提另外一個建議除了我剛剛講打造除了車廂我們可以去精進那APP訂票因為現在年輕的家長家庭他們習慣用手機訂票\n\n19\n00:06:17,398 --> 00:06:41,020\n我發現你們確實在教育訓練裡面還有在你們的這個旅客的一個注意事項裡面有一個因誘而推車自放行李需求你們有告知說如果有這個需求可以買票的時候告訴這個售票人員但是我必須要提醒這樣子的一個注意事項也只在你們的網站而已第二個\n\n20\n00:06:43,028 --> 00:07:10,945\n你們的售票人員並不會主動的詢問所以也必須要我年輕的家長我呢如果真的有上網去看到這樣的一個提醒我去買票的時候臨櫃人員我要跟他講好我有講你們才知道這個需求這個叫什麼你們變成是被動的在服務旅客那有大部分的年輕家長可能沒有注意到這一個原來你們有提供這個服務那所以呢他使用他的APP\n\n21\n00:07:12,518 --> 00:07:36,950\n購票但是在你們APP數位客服裡面並沒有任何的親子功能所以董事長我是提一個建議因應數位化的現代因應現在年輕家長他們使用數位購票的這個頻率高是不是在你們的數位客服裡面可以再增加一個更友善親子的一個\n\n22\n00:07:38,090 --> 00:07:57,182\n措施不管是在你們的哪一個服務申請上多一個這個可以讓年輕家庭點選讓所有的有嬰幼兒的有小小孩的年輕家長可以感受到高鐵的貼心服務可以嗎董事長我覺得這是做得到的\n\n23\n00:07:58,210 --> 00:08:18,063\n謝謝委員的關心我想現實的狀況是雖然現在MAPB上沒有這個填選服務但是在車上我們基本上我們的服勤組員看到有嬰幼兒推車的問題其實都會屈前幫忙甚至我都會看到經常是有幫忙推跟拿的這個狀況因為我們在我們的客服系統\n\n24\n00:08:19,043 --> 00:08:40,316\n經常也會接到年輕的爸爸媽媽打電話來表示致謝至於說能不能在APP上產生這樣子的欄位這個恐怕要容許我們回去要研究一下因為這個有涉及到權力義務的問題這個已經不只是一個協助這個是一個服務的你們寫的查詢或服務申請\n\n25\n00:08:41,556 --> 00:09:05,803\n是但是一旦變成是勾選它就會變成是一個權利義務的關係那我們這個要考慮到我們現在列車上的這個服務能量因為現在數位化的時代來臨年輕家長習慣就是用數位化訂票那在訂票的時候這個服務現在是你們是被動的必須售票人員有人跟他提示他才知道\n\n26\n00:09:06,403 --> 00:09:31,434\n那如果可以主動的讓年輕家長知道可以有這個服務的申請這是第一個第一個申請的時候讓你們馬上就心裡有準備就是在你們的教育訓練裡面透過網路系統數位的系統你們就會馬上有因應措施這是第一個第二個我必須要講因為提早讓你們知道有這樣子的需求你才會去知道說\n\n27\n00:09:32,194 --> 00:09:46,385\n如果我的行李驅滿的時候該怎麼辦我是不是應該可以及早的來因應我車廂裡面的娃娃車的放置甚至現在還有什麼貓小孩的娃娃車那還有你剛剛\n\n28\n00:09:47,325 --> 00:10:09,440\n其他委員提到你的現在舊型車廂裡面的行李區是常常是爆滿的很多旅客的行李都不知道該怎麼辦的情況之下你剛剛有承諾說也曾經承諾我之前提到的在新的車廂新的列車裡面車廂的設計行李區要再優化再改進所以我現在要提的是說其實有很多方方面面\n\n29\n00:10:10,160 --> 00:10:38,102\n去盤點哪些措施是可以讓高鐵的這個搭乘的環境更友善這個友善呢不僅僅是只有對家庭對親子友善對長者長輩友善對身心障礙的人友善我想這個都是一個彼此尊重的一個好的一個交通運去環境也是高鐵必須要達到的一個理想理念的落實我覺得這對高鐵來講是一件\n\n30\n00:10:39,103 --> 00:11:05,319\n必須要做的事我們會來研究好不好我等一下會有臨時提案再請你來支持那最後的最後我再提醒剛剛講的你們的宣導尊重123乘車123如同董事長講的你們都在網站上有講那你們也都有人舉牌在講但是我認為這個有一個東京都的官方的友善觀光酒措施他們是在\n\n31\n00:11:06,580 --> 00:11:20,117\n東京都政府所狹下的很多的管得到的看得到的角落他們會想盡辦法讓人看得到我覺得這是一個友善宣導的一個好的措施好的我們就要學好不好以上謝謝\n\n","tsv":"start\tend\ttext\n1064\t3157\t謝謝趙偉 那我首先先請史哲董事長\n11537\t39111\t董事長好首先知道這一陣子大家對於您推動的寧靜車廂這個文化這個大家有一些意見跟爭議那我想大體剛剛前面幾位委員都曾經跟你討論過我當然知道高鐵公司是用意良善那但是呢卻在這個執行的過程當中確實有一些必須要再更優化改進的地方所以\n40171\t55682\t對我來講我認為高鐵您想要推動的寧靜車廂重點不是在寧靜兩個字而已重點應該是一個友善尊重的搭車文化因為我看過在高鐵裡面因為我每天都搭高鐵台北台中兩邊跑\n57983\t81970\t確實過去講話很大聲的山西追劇的也放得很大聲甚至光是手機的鈴聲就好大一聲本來在睡覺的人都被他吵醒了確實這樣子的一個類似好像大家只有意識到自己沒有意識到旁邊還有其他人的權益這樣子的一個搭車文化需要再更好\n83410\t105212\t這樣子的更好就是在執行措施方面我們的方方面面沒有周全所以才會引起有嬰幼兒有小孩子的家長年輕家長的焦慮董事長寧靜兩個字本身在那一個車廂裡面就會讓人家有壓力因為寧靜表示一點聲音都不能有\n107079\t131592\t董事長你懂我的意思嗎所以我會認為說其實我們要改進的是搭車的文化是尊重的文化是友善的環境那我們當然用這樣子的一個政策宣示說寧靜車廂來做一個宣導但是我覺得還可以更好或者是可以用其他的方式或是字眼來推動董事長你覺得呢\n133499\t141173\t是 陳如委員所講的 我們確實的重點一開始就序名的很清楚就是三點 第一個就是3C戴耳機\n143236\t166637\t電話去宣關再來就是希望大家交談放低音量 其實就是這樣為什麼大家沒有注意到你講的這三件事因為在你們的推動的執行面上第一個只有在你們網站上面有宣示這三點第二個雖然你們在高鐵的每個車廂每個座位上都有一個宣導卡但是\n167864\t179726\t以你自己的設想會有多少人 多少比例坐上高鐵那個位置會拿起前面的那張卡來看你認為呢 你有做過調查嗎\n182005\t203822\t這張卡上面也是寫這三點但是有多少人會拿起來看所以我們也特別拜託我們的車安保全拿了一個可愛的牌子也是寫這三點來提醒大家其實這是為了讓大家了解說我們宣導一個政策執行一個政策不是不叫而殺之我們也近期可能但是宣導的時間確實不夠久因為從您當董事長宣示這個政策到執行我記得是9月22號執行\n210808\t228139\t那中間不到應該沒有沒有一個一兩個月的時間吧差不多一個月的時間一個月的時間而已嘛對不對那一個月的時間我剛剛在提醒你囉到底有多少乘客坐上那個位置之後會把前面的那一個宣導卡拿起來看\n229389\t246911\t第二個你們的宣導我在提醒還是只有在網站上面其他的宣導沒看到所以你的宣導期的那一個月第一個時間不夠長第二個宣導的方式不夠多元第三個宣導總結就是沒有到位\n247492\t270781\t所以才會引起大家覺得有壓力而且會誤解這是第一個我覺得還是要請你優化改進是我們會那當然在大眾很多年輕家長的一個要求之下當然你們現在正在改進那我再提第二個就是我在高鐵上每天搭高鐵我看到的另外一面就是呢\n272661\t295970\t確實為什麼這些年輕家長會有憂慮而且會有壓力是因為呢很多的年輕家長有時候是父母雙方有時候是單一不管是爸爸或媽媽一手抱小孩一手推娃娃車那我上下高鐵甚至我想上下台鐵都是一個很很很艱辛的過程\n296843\t313268\t是對不對那尤其娃娃車有大有小對不對爸爸也許力氣還比較大媽媽自己我曾經看過一個媽媽自己抱著一個嬰幼兒後面跟著一個小小孩在拿著一個娃娃車\n314659\t336269\t沒有人幫他那我們想幫他卻也碰到一個問題就是第一個走道狹小第二個這個歐阿車要幫忙行李區滿了所以我們現在的一個困境是在於我們不是只是在推動一個友善環境而已而是要打造一個友善環境\n337745\t358640\t不是只有推動喔 是要打造這也就是剛剛我聽到不管是蔡其昌副院長或者是李昆哲召委都在提他們過去跟台鐵推動了親子車廂的一個打造一個友善親子友善孩童的環境的交通運具 這個很重要所以\n359580\t376697\t這是我看到的也是為什麼年輕家長會有焦慮的所以我會提另外一個建議除了我剛剛講打造除了車廂我們可以去精進那APP訂票因為現在年輕的家長家庭他們習慣用手機訂票\n377398\t401020\t我發現你們確實在教育訓練裡面還有在你們的這個旅客的一個注意事項裡面有一個因誘而推車自放行李需求你們有告知說如果有這個需求可以買票的時候告訴這個售票人員但是我必須要提醒這樣子的一個注意事項也只在你們的網站而已第二個\n403028\t430945\t你們的售票人員並不會主動的詢問所以也必須要我年輕的家長我呢如果真的有上網去看到這樣的一個提醒我去買票的時候臨櫃人員我要跟他講好我有講你們才知道這個需求這個叫什麼你們變成是被動的在服務旅客那有大部分的年輕家長可能沒有注意到這一個原來你們有提供這個服務那所以呢他使用他的APP\n432518\t456950\t購票但是在你們APP數位客服裡面並沒有任何的親子功能所以董事長我是提一個建議因應數位化的現代因應現在年輕家長他們使用數位購票的這個頻率高是不是在你們的數位客服裡面可以再增加一個更友善親子的一個\n458090\t477182\t措施不管是在你們的哪一個服務申請上多一個這個可以讓年輕家庭點選讓所有的有嬰幼兒的有小小孩的年輕家長可以感受到高鐵的貼心服務可以嗎董事長我覺得這是做得到的\n478210\t498063\t謝謝委員的關心我想現實的狀況是雖然現在MAPB上沒有這個填選服務但是在車上我們基本上我們的服勤組員看到有嬰幼兒推車的問題其實都會屈前幫忙甚至我都會看到經常是有幫忙推跟拿的這個狀況因為我們在我們的客服系統\n499043\t520316\t經常也會接到年輕的爸爸媽媽打電話來表示致謝至於說能不能在APP上產生這樣子的欄位這個恐怕要容許我們回去要研究一下因為這個有涉及到權力義務的問題這個已經不只是一個協助這個是一個服務的你們寫的查詢或服務申請\n521556\t545803\t是但是一旦變成是勾選它就會變成是一個權利義務的關係那我們這個要考慮到我們現在列車上的這個服務能量因為現在數位化的時代來臨年輕家長習慣就是用數位化訂票那在訂票的時候這個服務現在是你們是被動的必須售票人員有人跟他提示他才知道\n546403\t571434\t那如果可以主動的讓年輕家長知道可以有這個服務的申請這是第一個第一個申請的時候讓你們馬上就心裡有準備就是在你們的教育訓練裡面透過網路系統數位的系統你們就會馬上有因應措施這是第一個第二個我必須要講因為提早讓你們知道有這樣子的需求你才會去知道說\n572194\t586385\t如果我的行李驅滿的時候該怎麼辦我是不是應該可以及早的來因應我車廂裡面的娃娃車的放置甚至現在還有什麼貓小孩的娃娃車那還有你剛剛\n587325\t609440\t其他委員提到你的現在舊型車廂裡面的行李區是常常是爆滿的很多旅客的行李都不知道該怎麼辦的情況之下你剛剛有承諾說也曾經承諾我之前提到的在新的車廂新的列車裡面車廂的設計行李區要再優化再改進所以我現在要提的是說其實有很多方方面面\n610160\t638102\t去盤點哪些措施是可以讓高鐵的這個搭乘的環境更友善這個友善呢不僅僅是只有對家庭對親子友善對長者長輩友善對身心障礙的人友善我想這個都是一個彼此尊重的一個好的一個交通運去環境也是高鐵必須要達到的一個理想理念的落實我覺得這對高鐵來講是一件\n639103\t665319\t必須要做的事我們會來研究好不好我等一下會有臨時提案再請你來支持那最後的最後我再提醒剛剛講的你們的宣導尊重123乘車123如同董事長講的你們都在網站上有講那你們也都有人舉牌在講但是我認為這個有一個東京都的官方的友善觀光酒措施他們是在\n666580\t680117\t東京都政府所狹下的很多的管得到的看得到的角落他們會想盡辦法讓人看得到我覺得這是一個友善宣導的一個好的措施好的我們就要學好不好以上謝謝\n","txt":"謝謝趙偉 那我首先先請史哲董事長\n董事長好首先知道這一陣子大家對於您推動的寧靜車廂這個文化這個大家有一些意見跟爭議那我想大體剛剛前面幾位委員都曾經跟你討論過我當然知道高鐵公司是用意良善那但是呢卻在這個執行的過程當中確實有一些必須要再更優化改進的地方所以\n對我來講我認為高鐵您想要推動的寧靜車廂重點不是在寧靜兩個字而已重點應該是一個友善尊重的搭車文化因為我看過在高鐵裡面因為我每天都搭高鐵台北台中兩邊跑\n確實過去講話很大聲的山西追劇的也放得很大聲甚至光是手機的鈴聲就好大一聲本來在睡覺的人都被他吵醒了確實這樣子的一個類似好像大家只有意識到自己沒有意識到旁邊還有其他人的權益這樣子的一個搭車文化需要再更好\n這樣子的更好就是在執行措施方面我們的方方面面沒有周全所以才會引起有嬰幼兒有小孩子的家長年輕家長的焦慮董事長寧靜兩個字本身在那一個車廂裡面就會讓人家有壓力因為寧靜表示一點聲音都不能有\n董事長你懂我的意思嗎所以我會認為說其實我們要改進的是搭車的文化是尊重的文化是友善的環境那我們當然用這樣子的一個政策宣示說寧靜車廂來做一個宣導但是我覺得還可以更好或者是可以用其他的方式或是字眼來推動董事長你覺得呢\n是 陳如委員所講的 我們確實的重點一開始就序名的很清楚就是三點 第一個就是3C戴耳機\n電話去宣關再來就是希望大家交談放低音量 其實就是這樣為什麼大家沒有注意到你講的這三件事因為在你們的推動的執行面上第一個只有在你們網站上面有宣示這三點第二個雖然你們在高鐵的每個車廂每個座位上都有一個宣導卡但是\n以你自己的設想會有多少人 多少比例坐上高鐵那個位置會拿起前面的那張卡來看你認為呢 你有做過調查嗎\n這張卡上面也是寫這三點但是有多少人會拿起來看所以我們也特別拜託我們的車安保全拿了一個可愛的牌子也是寫這三點來提醒大家其實這是為了讓大家了解說我們宣導一個政策執行一個政策不是不叫而殺之我們也近期可能但是宣導的時間確實不夠久因為從您當董事長宣示這個政策到執行我記得是9月22號執行\n那中間不到應該沒有沒有一個一兩個月的時間吧差不多一個月的時間一個月的時間而已嘛對不對那一個月的時間我剛剛在提醒你囉到底有多少乘客坐上那個位置之後會把前面的那一個宣導卡拿起來看\n第二個你們的宣導我在提醒還是只有在網站上面其他的宣導沒看到所以你的宣導期的那一個月第一個時間不夠長第二個宣導的方式不夠多元第三個宣導總結就是沒有到位\n所以才會引起大家覺得有壓力而且會誤解這是第一個我覺得還是要請你優化改進是我們會那當然在大眾很多年輕家長的一個要求之下當然你們現在正在改進那我再提第二個就是我在高鐵上每天搭高鐵我看到的另外一面就是呢\n確實為什麼這些年輕家長會有憂慮而且會有壓力是因為呢很多的年輕家長有時候是父母雙方有時候是單一不管是爸爸或媽媽一手抱小孩一手推娃娃車那我上下高鐵甚至我想上下台鐵都是一個很很很艱辛的過程\n是對不對那尤其娃娃車有大有小對不對爸爸也許力氣還比較大媽媽自己我曾經看過一個媽媽自己抱著一個嬰幼兒後面跟著一個小小孩在拿著一個娃娃車\n沒有人幫他那我們想幫他卻也碰到一個問題就是第一個走道狹小第二個這個歐阿車要幫忙行李區滿了所以我們現在的一個困境是在於我們不是只是在推動一個友善環境而已而是要打造一個友善環境\n不是只有推動喔 是要打造這也就是剛剛我聽到不管是蔡其昌副院長或者是李昆哲召委都在提他們過去跟台鐵推動了親子車廂的一個打造一個友善親子友善孩童的環境的交通運具 這個很重要所以\n這是我看到的也是為什麼年輕家長會有焦慮的所以我會提另外一個建議除了我剛剛講打造除了車廂我們可以去精進那APP訂票因為現在年輕的家長家庭他們習慣用手機訂票\n我發現你們確實在教育訓練裡面還有在你們的這個旅客的一個注意事項裡面有一個因誘而推車自放行李需求你們有告知說如果有這個需求可以買票的時候告訴這個售票人員但是我必須要提醒這樣子的一個注意事項也只在你們的網站而已第二個\n你們的售票人員並不會主動的詢問所以也必須要我年輕的家長我呢如果真的有上網去看到這樣的一個提醒我去買票的時候臨櫃人員我要跟他講好我有講你們才知道這個需求這個叫什麼你們變成是被動的在服務旅客那有大部分的年輕家長可能沒有注意到這一個原來你們有提供這個服務那所以呢他使用他的APP\n購票但是在你們APP數位客服裡面並沒有任何的親子功能所以董事長我是提一個建議因應數位化的現代因應現在年輕家長他們使用數位購票的這個頻率高是不是在你們的數位客服裡面可以再增加一個更友善親子的一個\n措施不管是在你們的哪一個服務申請上多一個這個可以讓年輕家庭點選讓所有的有嬰幼兒的有小小孩的年輕家長可以感受到高鐵的貼心服務可以嗎董事長我覺得這是做得到的\n謝謝委員的關心我想現實的狀況是雖然現在MAPB上沒有這個填選服務但是在車上我們基本上我們的服勤組員看到有嬰幼兒推車的問題其實都會屈前幫忙甚至我都會看到經常是有幫忙推跟拿的這個狀況因為我們在我們的客服系統\n經常也會接到年輕的爸爸媽媽打電話來表示致謝至於說能不能在APP上產生這樣子的欄位這個恐怕要容許我們回去要研究一下因為這個有涉及到權力義務的問題這個已經不只是一個協助這個是一個服務的你們寫的查詢或服務申請\n是但是一旦變成是勾選它就會變成是一個權利義務的關係那我們這個要考慮到我們現在列車上的這個服務能量因為現在數位化的時代來臨年輕家長習慣就是用數位化訂票那在訂票的時候這個服務現在是你們是被動的必須售票人員有人跟他提示他才知道\n那如果可以主動的讓年輕家長知道可以有這個服務的申請這是第一個第一個申請的時候讓你們馬上就心裡有準備就是在你們的教育訓練裡面透過網路系統數位的系統你們就會馬上有因應措施這是第一個第二個我必須要講因為提早讓你們知道有這樣子的需求你才會去知道說\n如果我的行李驅滿的時候該怎麼辦我是不是應該可以及早的來因應我車廂裡面的娃娃車的放置甚至現在還有什麼貓小孩的娃娃車那還有你剛剛\n其他委員提到你的現在舊型車廂裡面的行李區是常常是爆滿的很多旅客的行李都不知道該怎麼辦的情況之下你剛剛有承諾說也曾經承諾我之前提到的在新的車廂新的列車裡面車廂的設計行李區要再優化再改進所以我現在要提的是說其實有很多方方面面\n去盤點哪些措施是可以讓高鐵的這個搭乘的環境更友善這個友善呢不僅僅是只有對家庭對親子友善對長者長輩友善對身心障礙的人友善我想這個都是一個彼此尊重的一個好的一個交通運去環境也是高鐵必須要達到的一個理想理念的落實我覺得這對高鐵來講是一件\n必須要做的事我們會來研究好不好我等一下會有臨時提案再請你來支持那最後的最後我再提醒剛剛講的你們的宣導尊重123乘車123如同董事長講的你們都在網站上有講那你們也都有人舉牌在講但是我認為這個有一個東京都的官方的友善觀光酒措施他們是在\n東京都政府所狹下的很多的管得到的看得到的角落他們會想盡辦法讓人看得到我覺得這是一個友善宣導的一個好的措施好的我們就要學好不好以上謝謝\n","vtt":"WEBVTT\n\n00:01.064 --> 00:03.157\n謝謝趙偉那我首先先請史哲董事長\n\n00:11.537 --> 00:39.111\n董事長好首先知道這一陣子大家對於您推動的寧靜車廂這個文化這個大家有一些意見跟爭議那我想大體剛剛前面幾位委員都曾經跟你討論過我當然知道高鐵公司是用意良善那但是呢卻在這個執行的過程當中確實有一些必須要再更優化改進的地方所以\n\n00:40.171 --> 00:55.682\n對我來講我認為高鐵您想要推動的寧靜車廂重點不是在寧靜兩個字而已重點應該是一個友善尊重的搭車文化因為我看過在高鐵裡面因為我每天都搭高鐵台北台中兩邊跑\n\n00:57.983 --> 01:21.970\n確實過去講話很大聲的山西追劇的也放得很大聲甚至光是手機的鈴聲就好大一聲本來在睡覺的人都被他吵醒了確實這樣子的一個類似好像大家只有意識到自己沒有意識到旁邊還有其他人的權益這樣子的一個搭車文化需要再更好\n\n01:23.410 --> 01:45.212\n這樣子的更好就是在執行措施方面我們的方方面面沒有周全所以才會引起有嬰幼兒有小孩子的家長年輕家長的焦慮董事長寧靜兩個字本身在那一個車廂裡面就會讓人家有壓力因為寧靜表示一點聲音都不能有\n\n01:47.079 --> 02:11.592\n董事長你懂我的意思嗎所以我會認為說其實我們要改進的是搭車的文化是尊重的文化是友善的環境那我們當然用這樣子的一個政策宣示說寧靜車廂來做一個宣導但是我覺得還可以更好或者是可以用其他的方式或是字眼來推動董事長你覺得呢\n\n02:13.499 --> 02:21.173\n是陳如委員所講的我們確實的重點一開始就序名的很清楚就是三點第一個就是3C戴耳機\n\n02:23.236 --> 02:46.637\n電話去宣關再來就是希望大家交談放低音量其實就是這樣為什麼大家沒有注意到你講的這三件事因為在你們的推動的執行面上第一個只有在你們網站上面有宣示這三點第二個雖然你們在高鐵的每個車廂每個座位上都有一個宣導卡但是\n\n02:47.864 --> 02:59.726\n以你自己的設想會有多少人多少比例坐上高鐵那個位置會拿起前面的那張卡來看你認為呢你有做過調查嗎\n\n03:02.005 --> 03:23.822\n這張卡上面也是寫這三點但是有多少人會拿起來看所以我們也特別拜託我們的車安保全拿了一個可愛的牌子也是寫這三點來提醒大家其實這是為了讓大家了解說我們宣導一個政策執行一個政策不是不叫而殺之我們也近期可能但是宣導的時間確實不夠久因為從您當董事長宣示這個政策到執行我記得是9月22號執行\n\n03:30.808 --> 03:48.139\n那中間不到應該沒有沒有一個一兩個月的時間吧差不多一個月的時間一個月的時間而已嘛對不對那一個月的時間我剛剛在提醒你囉到底有多少乘客坐上那個位置之後會把前面的那一個宣導卡拿起來看\n\n03:49.389 --> 04:06.911\n第二個你們的宣導我在提醒還是只有在網站上面其他的宣導沒看到所以你的宣導期的那一個月第一個時間不夠長第二個宣導的方式不夠多元第三個宣導總結就是沒有到位\n\n04:07.492 --> 04:30.781\n所以才會引起大家覺得有壓力而且會誤解這是第一個我覺得還是要請你優化改進是我們會那當然在大眾很多年輕家長的一個要求之下當然你們現在正在改進那我再提第二個就是我在高鐵上每天搭高鐵我看到的另外一面就是呢\n\n04:32.661 --> 04:55.970\n確實為什麼這些年輕家長會有憂慮而且會有壓力是因為呢很多的年輕家長有時候是父母雙方有時候是單一不管是爸爸或媽媽一手抱小孩一手推娃娃車那我上下高鐵甚至我想上下台鐵都是一個很很很艱辛的過程\n\n04:56.843 --> 05:13.268\n是對不對那尤其娃娃車有大有小對不對爸爸也許力氣還比較大媽媽自己我曾經看過一個媽媽自己抱著一個嬰幼兒後面跟著一個小小孩在拿著一個娃娃車\n\n05:14.659 --> 05:36.269\n沒有人幫他那我們想幫他卻也碰到一個問題就是第一個走道狹小第二個這個歐阿車要幫忙行李區滿了所以我們現在的一個困境是在於我們不是只是在推動一個友善環境而已而是要打造一個友善環境\n\n05:37.745 --> 05:58.640\n不是只有推動喔是要打造這也就是剛剛我聽到不管是蔡其昌副院長或者是李昆哲召委都在提他們過去跟台鐵推動了親子車廂的一個打造一個友善親子友善孩童的環境的交通運具這個很重要所以\n\n05:59.580 --> 06:16.697\n這是我看到的也是為什麼年輕家長會有焦慮的所以我會提另外一個建議除了我剛剛講打造除了車廂我們可以去精進那APP訂票因為現在年輕的家長家庭他們習慣用手機訂票\n\n06:17.398 --> 06:41.020\n我發現你們確實在教育訓練裡面還有在你們的這個旅客的一個注意事項裡面有一個因誘而推車自放行李需求你們有告知說如果有這個需求可以買票的時候告訴這個售票人員但是我必須要提醒這樣子的一個注意事項也只在你們的網站而已第二個\n\n06:43.028 --> 07:10.945\n你們的售票人員並不會主動的詢問所以也必須要我年輕的家長我呢如果真的有上網去看到這樣的一個提醒我去買票的時候臨櫃人員我要跟他講好我有講你們才知道這個需求這個叫什麼你們變成是被動的在服務旅客那有大部分的年輕家長可能沒有注意到這一個原來你們有提供這個服務那所以呢他使用他的APP\n\n07:12.518 --> 07:36.950\n購票但是在你們APP數位客服裡面並沒有任何的親子功能所以董事長我是提一個建議因應數位化的現代因應現在年輕家長他們使用數位購票的這個頻率高是不是在你們的數位客服裡面可以再增加一個更友善親子的一個\n\n07:38.090 --> 07:57.182\n措施不管是在你們的哪一個服務申請上多一個這個可以讓年輕家庭點選讓所有的有嬰幼兒的有小小孩的年輕家長可以感受到高鐵的貼心服務可以嗎董事長我覺得這是做得到的\n\n07:58.210 --> 08:18.063\n謝謝委員的關心我想現實的狀況是雖然現在MAPB上沒有這個填選服務但是在車上我們基本上我們的服勤組員看到有嬰幼兒推車的問題其實都會屈前幫忙甚至我都會看到經常是有幫忙推跟拿的這個狀況因為我們在我們的客服系統\n\n08:19.043 --> 08:40.316\n經常也會接到年輕的爸爸媽媽打電話來表示致謝至於說能不能在APP上產生這樣子的欄位這個恐怕要容許我們回去要研究一下因為這個有涉及到權力義務的問題這個已經不只是一個協助這個是一個服務的你們寫的查詢或服務申請\n\n08:41.556 --> 09:05.803\n是但是一旦變成是勾選它就會變成是一個權利義務的關係那我們這個要考慮到我們現在列車上的這個服務能量因為現在數位化的時代來臨年輕家長習慣就是用數位化訂票那在訂票的時候這個服務現在是你們是被動的必須售票人員有人跟他提示他才知道\n\n09:06.403 --> 09:31.434\n那如果可以主動的讓年輕家長知道可以有這個服務的申請這是第一個第一個申請的時候讓你們馬上就心裡有準備就是在你們的教育訓練裡面透過網路系統數位的系統你們就會馬上有因應措施這是第一個第二個我必須要講因為提早讓你們知道有這樣子的需求你才會去知道說\n\n09:32.194 --> 09:46.385\n如果我的行李驅滿的時候該怎麼辦我是不是應該可以及早的來因應我車廂裡面的娃娃車的放置甚至現在還有什麼貓小孩的娃娃車那還有你剛剛\n\n09:47.325 --> 10:09.440\n其他委員提到你的現在舊型車廂裡面的行李區是常常是爆滿的很多旅客的行李都不知道該怎麼辦的情況之下你剛剛有承諾說也曾經承諾我之前提到的在新的車廂新的列車裡面車廂的設計行李區要再優化再改進所以我現在要提的是說其實有很多方方面面\n\n10:10.160 --> 10:38.102\n去盤點哪些措施是可以讓高鐵的這個搭乘的環境更友善這個友善呢不僅僅是只有對家庭對親子友善對長者長輩友善對身心障礙的人友善我想這個都是一個彼此尊重的一個好的一個交通運去環境也是高鐵必須要達到的一個理想理念的落實我覺得這對高鐵來講是一件\n\n10:39.103 --> 11:05.319\n必須要做的事我們會來研究好不好我等一下會有臨時提案再請你來支持那最後的最後我再提醒剛剛講的你們的宣導尊重123乘車123如同董事長講的你們都在網站上有講那你們也都有人舉牌在講但是我認為這個有一個東京都的官方的友善觀光酒措施他們是在\n\n11:06.580 --> 11:20.117\n東京都政府所狹下的很多的管得到的看得到的角落他們會想盡辦法讓人看得到我覺得這是一個友善宣導的一個好的措施好的我們就要學好不好以上謝謝\n\n","segments":[{"start":1.064,"end":3.157,"text":"謝謝趙偉 那我首先先請史哲董事長"},{"start":11.537,"end":39.111,"text":"董事長好首先知道這一陣子大家對於您推動的寧靜車廂這個文化這個大家有一些意見跟爭議那我想大體剛剛前面幾位委員都曾經跟你討論過我當然知道高鐵公司是用意良善那但是呢卻在這個執行的過程當中確實有一些必須要再更優化改進的地方所以"},{"start":40.171,"end":55.682,"text":"對我來講我認為高鐵您想要推動的寧靜車廂重點不是在寧靜兩個字而已重點應該是一個友善尊重的搭車文化因為我看過在高鐵裡面因為我每天都搭高鐵台北台中兩邊跑"},{"start":57.983,"end":81.97,"text":"確實過去講話很大聲的山西追劇的也放得很大聲甚至光是手機的鈴聲就好大一聲本來在睡覺的人都被他吵醒了確實這樣子的一個類似好像大家只有意識到自己沒有意識到旁邊還有其他人的權益這樣子的一個搭車文化需要再更好"},{"start":83.41,"end":105.212,"text":"這樣子的更好就是在執行措施方面我們的方方面面沒有周全所以才會引起有嬰幼兒有小孩子的家長年輕家長的焦慮董事長寧靜兩個字本身在那一個車廂裡面就會讓人家有壓力因為寧靜表示一點聲音都不能有"},{"start":107.079,"end":131.592,"text":"董事長你懂我的意思嗎所以我會認為說其實我們要改進的是搭車的文化是尊重的文化是友善的環境那我們當然用這樣子的一個政策宣示說寧靜車廂來做一個宣導但是我覺得還可以更好或者是可以用其他的方式或是字眼來推動董事長你覺得呢"},{"start":133.499,"end":141.173,"text":"是 陳如委員所講的 我們確實的重點一開始就序名的很清楚就是三點 第一個就是3C戴耳機"},{"start":143.236,"end":166.637,"text":"電話去宣關再來就是希望大家交談放低音量 其實就是這樣為什麼大家沒有注意到你講的這三件事因為在你們的推動的執行面上第一個只有在你們網站上面有宣示這三點第二個雖然你們在高鐵的每個車廂每個座位上都有一個宣導卡但是"},{"start":167.864,"end":179.726,"text":"以你自己的設想會有多少人 多少比例坐上高鐵那個位置會拿起前面的那張卡來看你認為呢 你有做過調查嗎"},{"start":182.005,"end":203.822,"text":"這張卡上面也是寫這三點但是有多少人會拿起來看所以我們也特別拜託我們的車安保全拿了一個可愛的牌子也是寫這三點來提醒大家其實這是為了讓大家了解說我們宣導一個政策執行一個政策不是不叫而殺之我們也近期可能但是宣導的時間確實不夠久因為從您當董事長宣示這個政策到執行我記得是9月22號執行"},{"start":210.808,"end":228.139,"text":"那中間不到應該沒有沒有一個一兩個月的時間吧差不多一個月的時間一個月的時間而已嘛對不對那一個月的時間我剛剛在提醒你囉到底有多少乘客坐上那個位置之後會把前面的那一個宣導卡拿起來看"},{"start":229.389,"end":246.911,"text":"第二個你們的宣導我在提醒還是只有在網站上面其他的宣導沒看到所以你的宣導期的那一個月第一個時間不夠長第二個宣導的方式不夠多元第三個宣導總結就是沒有到位"},{"start":247.492,"end":270.781,"text":"所以才會引起大家覺得有壓力而且會誤解這是第一個我覺得還是要請你優化改進是我們會那當然在大眾很多年輕家長的一個要求之下當然你們現在正在改進那我再提第二個就是我在高鐵上每天搭高鐵我看到的另外一面就是呢"},{"start":272.661,"end":295.97,"text":"確實為什麼這些年輕家長會有憂慮而且會有壓力是因為呢很多的年輕家長有時候是父母雙方有時候是單一不管是爸爸或媽媽一手抱小孩一手推娃娃車那我上下高鐵甚至我想上下台鐵都是一個很很很艱辛的過程"},{"start":296.843,"end":313.268,"text":"是對不對那尤其娃娃車有大有小對不對爸爸也許力氣還比較大媽媽自己我曾經看過一個媽媽自己抱著一個嬰幼兒後面跟著一個小小孩在拿著一個娃娃車"},{"start":314.659,"end":336.269,"text":"沒有人幫他那我們想幫他卻也碰到一個問題就是第一個走道狹小第二個這個歐阿車要幫忙行李區滿了所以我們現在的一個困境是在於我們不是只是在推動一個友善環境而已而是要打造一個友善環境"},{"start":337.745,"end":358.64,"text":"不是只有推動喔 是要打造這也就是剛剛我聽到不管是蔡其昌副院長或者是李昆哲召委都在提他們過去跟台鐵推動了親子車廂的一個打造一個友善親子友善孩童的環境的交通運具 這個很重要所以"},{"start":359.58,"end":376.697,"text":"這是我看到的也是為什麼年輕家長會有焦慮的所以我會提另外一個建議除了我剛剛講打造除了車廂我們可以去精進那APP訂票因為現在年輕的家長家庭他們習慣用手機訂票"},{"start":377.398,"end":401.02,"text":"我發現你們確實在教育訓練裡面還有在你們的這個旅客的一個注意事項裡面有一個因誘而推車自放行李需求你們有告知說如果有這個需求可以買票的時候告訴這個售票人員但是我必須要提醒這樣子的一個注意事項也只在你們的網站而已第二個"},{"start":403.028,"end":430.945,"text":"你們的售票人員並不會主動的詢問所以也必須要我年輕的家長我呢如果真的有上網去看到這樣的一個提醒我去買票的時候臨櫃人員我要跟他講好我有講你們才知道這個需求這個叫什麼你們變成是被動的在服務旅客那有大部分的年輕家長可能沒有注意到這一個原來你們有提供這個服務那所以呢他使用他的APP"},{"start":432.518,"end":456.95,"text":"購票但是在你們APP數位客服裡面並沒有任何的親子功能所以董事長我是提一個建議因應數位化的現代因應現在年輕家長他們使用數位購票的這個頻率高是不是在你們的數位客服裡面可以再增加一個更友善親子的一個"},{"start":458.09,"end":477.182,"text":"措施不管是在你們的哪一個服務申請上多一個這個可以讓年輕家庭點選讓所有的有嬰幼兒的有小小孩的年輕家長可以感受到高鐵的貼心服務可以嗎董事長我覺得這是做得到的"},{"start":478.21,"end":498.063,"text":"謝謝委員的關心我想現實的狀況是雖然現在MAPB上沒有這個填選服務但是在車上我們基本上我們的服勤組員看到有嬰幼兒推車的問題其實都會屈前幫忙甚至我都會看到經常是有幫忙推跟拿的這個狀況因為我們在我們的客服系統"},{"start":499.043,"end":520.316,"text":"經常也會接到年輕的爸爸媽媽打電話來表示致謝至於說能不能在APP上產生這樣子的欄位這個恐怕要容許我們回去要研究一下因為這個有涉及到權力義務的問題這個已經不只是一個協助這個是一個服務的你們寫的查詢或服務申請"},{"start":521.556,"end":545.803,"text":"是但是一旦變成是勾選它就會變成是一個權利義務的關係那我們這個要考慮到我們現在列車上的這個服務能量因為現在數位化的時代來臨年輕家長習慣就是用數位化訂票那在訂票的時候這個服務現在是你們是被動的必須售票人員有人跟他提示他才知道"},{"start":546.403,"end":571.434,"text":"那如果可以主動的讓年輕家長知道可以有這個服務的申請這是第一個第一個申請的時候讓你們馬上就心裡有準備就是在你們的教育訓練裡面透過網路系統數位的系統你們就會馬上有因應措施這是第一個第二個我必須要講因為提早讓你們知道有這樣子的需求你才會去知道說"},{"start":572.194,"end":586.385,"text":"如果我的行李驅滿的時候該怎麼辦我是不是應該可以及早的來因應我車廂裡面的娃娃車的放置甚至現在還有什麼貓小孩的娃娃車那還有你剛剛"},{"start":587.325,"end":609.44,"text":"其他委員提到你的現在舊型車廂裡面的行李區是常常是爆滿的很多旅客的行李都不知道該怎麼辦的情況之下你剛剛有承諾說也曾經承諾我之前提到的在新的車廂新的列車裡面車廂的設計行李區要再優化再改進所以我現在要提的是說其實有很多方方面面"},{"start":610.16,"end":638.102,"text":"去盤點哪些措施是可以讓高鐵的這個搭乘的環境更友善這個友善呢不僅僅是只有對家庭對親子友善對長者長輩友善對身心障礙的人友善我想這個都是一個彼此尊重的一個好的一個交通運去環境也是高鐵必須要達到的一個理想理念的落實我覺得這對高鐵來講是一件"},{"start":639.103,"end":665.319,"text":"必須要做的事我們會來研究好不好我等一下會有臨時提案再請你來支持那最後的最後我再提醒剛剛講的你們的宣導尊重123乘車123如同董事長講的你們都在網站上有講那你們也都有人舉牌在講但是我認為這個有一個東京都的官方的友善觀光酒措施他們是在"},{"start":666.58,"end":680.117,"text":"東京都政府所狹下的很多的管得到的看得到的角落他們會想盡辦法讓人看得到我覺得這是一個友善宣導的一個好的措施好的我們就要學好不好以上謝謝"}]}}},"gazette":{"lineno":403,"blocks":[["何委員欣純：（10時29分）謝謝召委。首先請史哲董事長。"],["主席：請史董事長。"],["史董事長哲：委員早。"],["何委員欣純：董事長好。首先，我知道這一陣子大家對於你推動寧靜車廂文化有一些意見和爭議，剛剛前面幾位委員都曾經跟你討論過，我當然知道高鐵公司是用意良善，但是在執行的過程當中，確實有一些必須要再更優化、改進的地方。對我來講，我認為高鐵想要推動的寧靜車廂，重點不是在「寧靜」兩個字而已，重點應該是一個友善尊重的搭車文化。因為我每天都要搭高鐵臺北、臺中兩邊跑，確實過去我看過在高鐵裡面講話很大聲的，3C追劇也放得很大聲，光是手機鈴聲就好大一聲，本來在睡覺的人都被吵醒了，好像大家只有意識到自己，沒有意識到旁邊還有其他人的權益，這樣子的搭車文化確實需要再更好。為了要更好，但是我們在執行措施方面、方方面面沒有周全，所以才會引起有嬰幼兒、小孩子的年輕家長焦慮。","董事長，寧靜兩個字本身在車廂裡面就會讓人家有壓力，因為寧靜表示一點聲音都不能有，董事長，你懂我的意思嗎？我認為其實我們要改進的是搭車的文化、尊重的文化、友善的環境，這樣的政策宣示，以寧靜車廂作為宣導，但是我覺得還可以更好，或者可以試著用其他的方式或是字眼來推動，董事長，你覺得呢？"],["史董事長哲：誠如委員所講的，我們的重點一開始就敘明的很清楚，就是這三點，3C帶耳機、電話去玄關，再來就是希望大家交談放低音量，其實就是這樣子。"],["何委員欣純：可是董事長，我跟你講為什麼大家沒有注意到你講的這三件事，因為在推動的執行面上，第一個，只有在你們網站上面有宣示這三點。第二個，雖然你們在高鐵每個車廂、每個座位上都有一個宣導卡，但是你自己設想一下，會有多少人、多少比例坐上高鐵那個位置會拿起前面的那一張卡來看，你認為呢？你有做過調查嗎？"],["史董事長哲：這張卡上面也是寫這三點。"],["何委員欣純：是，但是有多少人會拿起來看？"],["史董事長哲：所以我們也特別拜託我們的車安保全拿了一個可愛的牌子，也是寫這三點來提醒大家，其實這是為了讓大家了解我們宣導一個政策、執行一個政策，不是不教而殺之，我們也盡其可能……"],["何委員欣純：可是宣導的時間確實不夠久。"],["史董事長哲：是，所以我們初期都是用宣導的。"],["何委員欣純：從你擔任董事長宣示這個政策到執行，我記得是9月22日執行，中間應該沒有一、兩個月的時間吧？"],["史董事長哲：差不多一個月的時間。"],["何委員欣純：一個月的時間而已，對不對？我剛剛就提醒你了，到底有多少乘客坐上那個位置之後會把前面那一張宣導卡拿起來看？再來，我要再提醒，你們的宣導還是只有在網站上面，其他地方的宣導沒看到，所以你的宣導期，第一個，時間不夠長；第二個，宣導方式不夠多元；第三個，宣導總結就是沒有到位，所以才會引起大家覺得有壓力，而且會誤解，我覺得還是要請你優化改進，這是其一。"],["史董事長哲：是，我們會。"],["何委員欣純：在大眾及很多年輕家長的要求之下，當然你們現在正在改進，我再提第二個，我每天搭高鐵在高鐵上看到的另外一面，為什麼這些年輕家長會有憂慮，而且會有壓力？是因為很多的年輕家長，有時候是父母雙方，有時候是單一，不管是爸爸或媽媽，他們要一手抱小孩、一手推娃娃車上下高鐵，甚至上下臺鐵都是一個很艱辛的過程，對不對？尤其娃娃車有大有小，爸爸也許力氣比較大。我曾經看過媽媽自己抱著一個嬰幼兒，後面跟著一個小小孩，再拿著一個娃娃車，沒有人幫他，我們想幫他卻也碰到一個問題，第一個走道狹小；第二個我們要幫忙放娃娃車，可是行李區滿了。所以現在的困境在於我們不只是在推動友善環境而已，而是要打造一個友善環境，不是只有推動，而是要打造。","剛剛我聽到不管是蔡其昌副院長或者是李昆澤召委，都在提他們過去跟臺鐵推動親子車廂，打造一個友善親子、友善孩童環境的交通運具，這個很重要，這是我看到的，也是為什麼年輕家長會有焦慮的原因。所以我再提另外一個建議，除了我剛剛講的打造車廂，我們還可以去精進app訂票，因為現在年輕的家長、家庭習慣用手機訂票，我發現你們確實在教育訓練裡面，還有在旅客注意事項裡面，有一個嬰幼兒推車置放行李區需求，你們有告知如果有這個需求，可以在買票的時候告訴售票人員，但是我必須要提醒這樣子的注意事項也只放在你們的網站而已。第二個，你們的售票人員並不會主動詢問，所以也必須要年輕的家長真的有上網看到這樣的提醒，我去買票的時候要跟臨櫃人員講，我有講你們才知道我有這個需求，這個叫什麼？你們變成是被動的在服務旅客，大部分的年輕家長可能沒有注意到原來你們有提供這個服務，所以他使用app購票，但是在你們app數位客服裡面，並沒有提供任何的親子功能。所以董事長，我提出一個建議，因應數位化時代，現在年輕家長使用數位購票的頻率高，是不是在你們的數位客服裡面可以再增加更友善親子的措施，不管是在你們的服務申請上，多一個選項可以讓年輕家庭點選，讓所有有嬰幼兒、小小孩的年輕家長可以感受到高鐵的貼心服務，可以嗎？董事長，我覺得這是做得到的。"],["史董事長哲：謝謝委員的關心，現實的狀況是，雖然現在app上沒有這個點選服務，但是在車上，基本上，我們的服勤組員看到有嬰幼兒推車的問題，其實都會趨前幫忙，甚至我都會看到經常有幫忙推跟拿的狀況，因為我們在客服系統經常也會接到年輕爸爸媽媽打電話來致謝。至於能不能在app上產生這樣子的欄位，這個恐怕要容許我們回去研究一下。"],["何委員欣純：可以，當然。"],["史董事長哲：因為這個有涉及到權利義務的問題，這個已經不只是一個協助，會變成是一個……"],["何委員欣純：你們寫的是查詢或服務申請。"],["史董事長哲：是，但是一旦變成勾選，就會變成是一個權利義務的關係，我們要考慮到列車上的服務能量。"],["何委員欣純：沒關係，你們可以研議。因為數位化的時代來臨，年輕家長習慣用數位化訂票，在訂票的時候，這個服務現在你們是被動的，必須售票人員提示，他才會知道，如果可以主動的讓年輕家長知道有這個服務的申請，申請的時候讓你們馬上心裡有準備，在你們的教育訓練裡面，透過網路系統、數位系統，就會馬上有因應措施，這是第一個。","第二個，我必須要講，提早讓你們知道有這樣子的需求，你們才會知道如果行李區滿的時候該怎麼辦，是不是可以及早因應車廂裡面的娃娃車放置，甚至現在還有毛小孩的娃娃車。還有剛剛其他委員也提到現在舊型車廂裡面的行李區常常是爆滿的，在很多旅客的行李都不知道該怎麼放的情況之下，你剛剛有承諾，也曾經承諾我，之前提到在新的車廂、新的列車裡面的車廂設計，行李區要再優化、再改進。所以我現在要提的是，其實可以從方方面面去盤點，哪些措施是可以讓高鐵搭乘的環境更友善，這個友善不僅僅是只有對家庭、對親子友善、對長輩友善、對身心障礙者友善，我想這都是彼此尊重的一個好的交通運具環境，也是高鐵必須要達到的理想、理念的落實，我覺得這對高鐵來講是一件必須要做的事，好不好？"],["史董事長哲：是，我們會來研究，謝謝。"],["何委員欣純：我等一下會有臨時提案，再請你來支持。"],["史董事長哲：好。"],["何委員欣純：最後的最後我再提醒，剛剛講你們宣導的「尊重123」、「乘車123」，如同董事長講的，都在網站上有講，也都有人舉牌在提醒。但我認為像東京都官方的友善觀光9措施，在東京都政府轄下的很多管得到、看得到的角落，他們會想盡辦法讓人看得到，我覺得這是一個友善宣導的好措施，好的我們就要學，好不好？"],["史董事長哲：會，我們會來檢討，好。"],["何委員欣純：以上，謝謝。"],["史董事長哲：謝謝。"],["主席：看起來今天非常多使用者經驗的提醒，謝謝。我們先宣告一下：等一下質詢到魯明哲委員之後，我們休息10分鐘，休息回來之後處理臨時提案。","接下來請林俊憲委員質詢。"]],"agenda":{"page_end":372,"meet_id":"委員會-11-4-23-3","speakers":["洪孟楷","李昆澤","蔡其昌","陳素月","許智傑","何欣純","林俊憲","魯明哲","黃健豪","廖先翔","徐富癸","王育敏","張嘉郡","黃國昌","邱若華","邱志偉","林月琴","張雅琳","陳冠廷","林國成","游顥"],"page_start":311,"meetingDate":["2025-10-16"],"gazette_id":"1148401","agenda_lcidc_ids":["1148401_00007"],"meet_name":"立法院第11屆第4會期交通委員會第3次全體委員會議紀錄","content":"一、邀請國家運輸安全調查委員會主任委員林信得列席報告業務概況，並備質詢；二、邀請交通\n部部長陳世凱、衛生福利部次長及台灣高速鐵路股份有限公司董事長史哲列席就「高鐵公司推動\n寧靜車廂所引發正反意見，政策上路近一個月的成效及後續宣導因應」進行專題報告，並備質詢","agenda_id":"1148401_00006"}}}