Objective The updating and iteration of urban rail transit system equipment in China have entered a stage of rapid development, with various new types of equipment being widely applied. To avoid the increasing redundancy and complexity in the scale and variety of ticketing and customer service systems, it is necessary to carry out reasonable and effective system integration.

Method Taking the ticketing and customer service systems of Guangzhou Metro as the research object, the types and functions of system terminal equipment are briefly introduced. Statistical analysis is conducted on the inventory and growth trends of terminal equipment in the ticketing and customer service systems from 2020 to 2022, as well as the usage proportion of various types of tickets. The necessity, technical feasibility, and direction of integrating the ticketing and customer service systems are discussed in detail. Integration schemes for terminal equipment functions are proposed from three dimensions: physical location, functional similarity, and passenger utilization rate.

Result & Conclusion  The development objectives of system equipment are standardization, simplification, integration, and human-centric. System innovation should be guided by the enhancement of user experience, aiming at reducing cost and improving efficiency. Therefore, the integration of system functions has an inherent necessity that promotes the transformation of the system toward digitalization and intelligence, finally facilitating the healthy development and advancement of the system.