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To make Indian Railways more aesthetic, comfortable and passenger friendly with good quality of lighting, water supply, cleanliness and a friendly railway man to help every customer in need, the Ministry of Railways has issued a list of ‘touch and feel’ points to all the General Managers of Zonal Railways. In a communication sent to the General Managers, the Ministry has asked them to personally monitor these ‘touch and feel’ points for perceptible improvement of passenger amenities. They have been asked to approve the desired models for improvements at their level. The ‘touch and feel’ points are:-
Improve cleanliness standard in trains & at stations by taking various measures e.g. (a) Enhance use of machines in cleaning at all important stations. (b) Improve platform surface and drains at all important stations. (c) Improve condition of toilets & renovate these wherever required. Adopt Public – private partnership, where feasible, to upgrade toilets so as to make a major impact. (d) Supply conspicuous colored jackets to Safaiwallas and ensure wearing by them. (e) Health Inspectors must supervise cleanliness in all shifts at important stations. (f) Use disinfectants liberally so that a difference is noticed by rail users in the standard of service and (g) Ensure AC coaches free of cockroaches/rodents.
Improve lighting particularly on platforms, concourse, waiting halls, circulating area, booking, reservation and enquiry offices so as to make perceptible impact on the passengers and to enhance the getup of the station substantially. Station wise action plan be drawn up. One station on each railway be provided model lighting arrangements which can be replicated at other stations quickly.
Improve circulating area at all-important stations and make it congestion free and smooth with proper demarcated parking areas. Urgent action plan be drawn up for all stations.
Upgrade waiting rooms, waiting halls and retiring rooms. New ideas may be encouraged to make a major impact public-private partnership.
Improve station sign ages. One station be made a model on each zone. Same can be adopted at other stations.
Install Train Running Position Indication Boards at all important stations and ensure these are in working order.
Improve announcement systems at stations and ensure good quality sound.
Upgrade Booking & Enquiry offices with good looking counters and lighting. Provide more counters to substantially reduce waiting period.
Ensure availability of drinking water. Develop a good design of water booth. Each zonal railway may develop one model design at a station. Adopt the same at other stations.
Develop adequate sitting space in waiting halls/platforms with arrangement of fans. Develop a mode arrangement of sitting accommodation at one station on platforms, concourse, waiting hall etc. Adopt at other stations.
Improve quality of food supplied in trains substantially. Develop different innovative menu and take user feed back to finalize model menu. IRCTC will undertake this work quickly.
Improve quality of bedrolls in trains. Do surprise inspections and take up defaulters.
Ensure very good quality of maintenance of passenger amenity items and fittings in trains and at stations. Do surprise inspections and fix responsibility.
A passenger feels helpless in train or at station if there is a problem e.g. harassment by staff. Redressal of public grievances therefore should be a priority item. The actions plan for grievances redressal mechanism should be made functional from 30.09.2005. The schemes are: i)An all India telephone number may be obtained by Telecom Directorate with adequate number of lines, which is publicised to users. ii) A round the clock Public Grievances Control Room be set up in Railway Board with staff/Supervisors from concerned departments under Commercial directorate to attend to calls. Control room should be equipped with all the required telecom facilities including DoT with STD and Caller ID and hot lines with zonal railways and important divisions. iii) All travel related grievances received should be redressed speedily through zonal railways emergency controls. and iv) For this purpose zonal railway and divisions may strengthen their emergency controls to provide quick Redressal.
The GMs have also been asked to give a feedback on action taken on the
communication sent to them.
BSC/HK/TR
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