When an abnormal situation has arisen in train operation, it is often difficult for station staffs to obtain sufficient information required for passenger guidance services. Therefore, we analyzed part of the data sent from dispatchers to the staffs assigned with train operation at stations and carried out hearings from related personnel. This survey clarified major causes of the problems frequently taking place in information transmission when normal train operation is disturbed. We observed that the information received by staffs on duty at stations was not appropriately arranged due to restricted human resources. As a result, it is sometimes the case that those engaged in the task fail to correctly assess the current status of train operation. Based on these findings, we have developed requirement specifications for an information delivery system to use state-of-the-art "push" technology, in order to effectively assist station staffs in abnormal situations.

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