The Railway Board has been working on improving passenger experience under 'Project Swarn', wherein they will be certifying Rajdhani and Shatabdi trains on 29 different routes across Indian Railways.
In a move to gauge passenger satisfaction of those travelling by Rajdhani and Shatabdi trains, next week onwards, railway staff will hand over tablets to passengers in AC coaches of these trains. The passengers will be asked to key in their ratings on ten parametres, including the quality of linen provided, catering, toilets, and staff behaviour. This comes at a time when the newly-appointed Railway Minister Piyush Goyal is expected to announce the best trains as part of 'Project Swarn' on September 25.
The Railway Board has been working on improving passenger experience under 'Project Swarn', wherein they will be certifying Rajdhani and Shatabdi trains on 29 different routes across Indian Railways. Of these, there are 14 routes on which Rajdhani runs and 15 routes where Shatabdi trains ply everyday. There are three routes of Rajdhani and one route of Shatabdi operated by Western Railway and one route of Shatabdi run by Central Railway under this project.
A part of 'Project Swarn', the 10 parametres are based on what directly affect passengers, which will be monitored through the ratings received on the tablets. These factors are coach interiors, toilets, onboard cleanliness, punctuality, catering, linen, staff behaviour, security, onboard entertainment, and real-time feedback.
IRCTC officials confirmed they have procured around 25 tablets, which will be used by their staff to seek feedback from passengers, starting next week. "The feedback will upload automatically on our system. This will help us focus on areas of improvement," said MP Mall, acting Chairman and Managing Director, IRCTC.
The passengers can rate between one to five points. If the rating is less than three points, there shall be sub-questions for passengers to elaborate on the scopes of improvement.
The Railway Board has already created nine teams, with two members each, who have been overseeing these factors since June. These teams are in touch with the 17 railway zones, where more officials have been appointed for keeping a tab on these parametres. Sources said that based on the observations of these teams, a maximum amount of Rs 50 lakh can be spent on renovating a single rake.
"We will be certifying the best train routes as Gold Standard, and this will most likely be announced by the Railway Minister on September 25," said a Railway board official.
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