Acquired Japan's first "Barrier-free Heart Certification System" as an SA/PA

~ 34 SA/PA information in eastern Japan certified ~

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Acquired Japan's first "Barrier-free Heart Certification System" as an SA/PA

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October 26, 2020
East Nippon Expressway Co., Ltd.
NEXCO-East Area Support Co., Ltd.

　NEXCO東日本（東京都千代田区）とネクスコ東日本エリアサポート（東京都港区）が連携して運営するサービスエリア（SA）・パーキングエリア（PA）のインフォメーションは、10月14日、「観光施設における心のバリアフリー認定制度」の認定を34カ所（別紙【PDF：144KB】参照）にて取得しました。
　これはSA・PAとして日本初の取得です。
　本制度の認定を通して、インフォメーションにおけるご高齢の方や障がいのある方に対する取り組みをより多くの方に知っていただき、安心してご利用いただくために申請しました。
　NEXCO東日本グループでは、今後もすべてのお客さまに安全・安心・快適・便利にご利用いただけるよう環境整備を進めてまいります。

1. What is the “Mental Barrier-Free Certification System for Tourist Facilities”?

This is a system in which the Japan Tourism Agency certifies tourist facilities that actively work on barrier-free support and information dissemination. Accreditation enables the use of the certification mark and publicizes the name of the facility.
For details, please see the Japan Tourism Agency website.

2. Three Certification Criteria and Efforts

Three or more measures are taken to complement the barrier-free performance of the facility, and efforts are made to ensure that the elderly and people with disabilities can use the facility safely and comfortably.
At each information counter, we provide services that utilize (1) wheelchair rentals, (2) written communication boards, and (3) area concierges who have a sign language proficiency test level 5 or higher so that the elderly and people with disabilities can use them with peace of mind. We are providing

①Photo of wheelchair rental — ①Wheelchair rental

② Photo of the written communication board provided — (2) Written communication board provided

Conducting barrier-free education and training (training and obtaining qualifications) at least once a year
We are conducting education and training to promote the acquisition of qualifications such as sign language proficiency test, service care-fitter, disaster prevention care-fitter, etc. for area concierges who guide customers.
Actively disseminating barrier-free information, such as information on barriers at facilities, on websites other than the company's website.
The Japan National Tourism Organization (JNTO) website provides information on barrier-free SA/PA.

[E4] Tohoku Expressway Adatara Service Area Area Concierge Kumiko Owada's photo

E4Tohoku Tohoku Expressway Adatara Service Area
Area Concierge Kumiko Owada

We, area concierges, are general guides who provide guidance and help so that customers can spend their time comfortably on Expressway and SAs/PAs.
Customers who use SA/PA are diverse, and their problems and support content are also diverse. Under such circumstances, I always try to take communication such as conversation firmly in order to be close to the customer's feelings and respond according to their requests.
For example, when someone asks for a wheelchair, I make sure to say, "Is there anything I can do to help?" I would like to introduce one example that made our customers very happy.

After receiving a request from an elderly male customer to borrow a wheelchair, I asked if there was anything I could do to help. "is what they said. We wanted them to enjoy the SA beyond just using the restrooms, so we suggested going around the shopping area together after helping them move to the restrooms. When I went around the store while introducing recommended souvenirs and local products, on the way home, "I gave up shopping in the service area because I have trouble walking, but thanks to that, I was able to have a good time. Thank you. Please let me use it again.”
Encouraged by the smiles and words of gratitude from these customers, we will continue to strive to provide support that takes into consideration the circumstances and feelings of each customer so that we can continue to provide "safety, security, comfort, and convenience" to all customers. I would like to come.

The NEXCO EAST Group positions the period from Reiwa 3 to 7 as "a period to contribute to the achievement of SDGs and transform toward a new future society", and is making various efforts.
We believe that the acquisition of the "Barrier-free Heart Certification System" this time will contribute to SDGs goals 3 and 10 as a business activity that leads to the provision of comfortable rest spaces.

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