The train superintendent will be in-charge of the railway personnel.
In possibly the biggest move in the railways to bring about accountability in the on-board passenger-centric operations of trains, the railway ministry has decided to appoint train superintendents and product managers. The pilot project will see this mechanism being implemented on Rajdhanis, said ministry officials.
The product manager will look out for cleanliness of trains, watering, air-conditioning, mobile chargers, bedrolls and linen, catering, timely placement of the train on the platform, punctuality of trains, among other things.
According to a railway ministry statement, the train superintendent (TS) will be in-charge of the railway personnel. Supervisors of all out-sourced agencies will report to the TS for effective control and supervision of the train's on-board facilities. The TS would have a tablet that would allow him to see all the complaints and then allot them to people who can rectify them, said officials.
In turn, the TS will report to a new category of staff called the product manager. As part of the pilot project, the senior divisional commercial manager (coaching) of Delhi division of Northern Railway has been appointed the product manager of Rajdhani trains. "He will monitor the one-window service being provided by train superintendents of respective Rajdhanis. He will also liase with the officers concerned in the Delhi division of Northern Railway as well as the zone through which these trains move," said a senior railway official.
He added, "At present, a train has personnel from several departments handling operations. So if a passenger complains about air-conditioning to the ticket-checker, the latter will plead helplessness, citing that he is from the commercial department. It makes it very unpleasant for commuters. This one-man accountability mechanism might just be what the passenger ordered."
System explained
1. A mobile application will be developed by CRIS to transmit information between the product manager, train superintendent, on-board staff and the control offices enroute.
2. The application will allow monitoring of the complaint on real-time basis after being registered, while the train is on the run.
3. The mobile application will have interface with 24x7 complaint number 138 and security helpline 182.
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