Lok Sabha Question No. 211 (UNSTARRED), answered on 2022-02-02
Subject: Action Plan for Customer Satisfaction
Ministry: RAILWAYS
Asked by: Chhatar Singh Darbar, Mansukhbhai Dhanjibhai Vasava

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO. 211 TO BE ANSWERED ON 02.02.2022

## ACTION PLAN FOR CUSTOMER SATISFACTION

†211. SHRI CHHATAR SINGH DARBAR SHRI MANSUKHBHAI DHANJIBHAI VASAVA:

Will the Minister of RAILWAYS be pleased to state:-

- (a) whether the Government has finalized any action plan for increasing  customer  satisfaction  particularly  in  safety,  security, punctuality and hygiene during the current financial year;
- (b)
- if so, the details thereof;
- (c) whether  any  task  force  has  been  constituted  for  developing mechanism in this direction; and
- (d) if so, the details thereof?

## ANSWER

MINISTER OF RAILWAYS, COMMUNICATIONS AND ELECTRONICS &

INFORMATION TECHNOLOGY (SHRI ASHWINI VAISHNAW)

(a) to (d)  A Statement is laid on the table of the House.

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STATEMENT  REFERRED  TO  IN  REPLY  TO  PARTS  (a)  TO  (d)  OF UNSTARRED QUESTION NO. 211 BY SHRI CHHATAR SINGH DARBAR AND SHRI  MANSUKHBHAI DHANJIBHAI VASAVA TO BE ANSWERED IN  LOK  SABHA  ON  02/02/2022  REGARDING  ACTION  PLAN  FOR CUSTOMER SATISFACTION.

(a)  to  (d)  :  Increasing  the  customer  satisfaction  is  one  of  the important objectives and endeavours of the working of Indian Railways. Indian Railways constantly strive to provide better services to  its  vast  set  of  customers  through  proper  planning  and  system improvements  on  a  continuous  and  ongoing  basis  depending  upon customer  feedback,  operational  feasibility  and  financial  viability. Various initiatives are taken from time to time by different departments of Railways to improve customer convenience particularly in safety, security, punctuality & hygiene.

In general, there has been a continuous expansion of various onboard  and  off-board  services  ensuring  greater  choice  and  variety  to the customers. There has been extensive computerization and extension  of  online  facilities  for  the  benefit  of  passengers.  Various passenger  facilities/amenities  like,  lifts,  escalators,  toilets,  battery operated vehicles, wheel chairs, waiting rooms, Foot over Bridge etc. are being extended to more and more stations with a view to increase customer convenience. There has been renewed emphasis on electrification  of  track,  introduction  of  advance  signaling  system, introduction  of  modern  technology  in  design  of  Locomotive  and Coaches, mechanized cleaning of trains and station which contribute to increase customer  satisfaction. Recently, the complaint  and grievance registration system has been totally revamped by launch of RailMadad Portal through which the customer can lodge grievances and  suggestion  online  which  are  then  redressed  within  prescribed timelines. The activities/action for enhancement of customer satisfaction  being  a  continuous  process,  no  task  force  has  been constituted and aforesaid activities are carried out and accomplished through regular staff.

Specific  initiatives  undertaken  in  respect  of  safety,  security, punctuality and hygiene/cleanliness with the objective to increase

## customer satisfaction are indicative as below:-

Safety:-

- i. Rashtriya Rail Sanraksha Kosh (RRSK) has been introduced in 2017-18  for  replacement/renewal/upgradation  of  critical  safety assets.
2. ii.
3. Track Renewal, Maintenance & upgradation.
- iii. Repair/strengthening/rehabilitation/rebuilding of Railway bridges.
- iv. Replacement  of  conventional  ICF  design  coaches  with  LHB design coaches.
- v. Advanced Signaling System with Panel Interlocking/Route Relay Interlocking/Electronic Interlocking.
- vi. Block Proving Axle Counter (BPAC).
- vii. Interlocking level crossings with Signals.
9. viii.
10. Provision of Advance Train Protection (ATP) System.
11. ix.
12. Usage of fire retardant furnishing materials in coaches.
- x. Provision  of  fire  detection  and  suppression  system  in  newly manufactured Power Cars and Pantry Cars and Fire and Smoke detection system in newly manufactured AC coaches.
- xi. All  Unmanned  Level  Crossings  (UMLCs)  on  Broad  Gauge  (BG) route on Indian Railway have been eliminated.
- xii. Elimination  of  Manned  Level  Crossing  gates  by  closure  and providing Road Under Bridge (RUB) and Road Over Bridge (ROB) at location.
- xiii. All  Electric  locomotives  are  equipped  with  Vigilance  Control Devices (VCD) to ensure alertness of Loco Pilots.
- xiv. Retro-reflective sigma (∑) board are being provided on the mast which  is  located  two  OHE  masts  prior  to  the  signals  in electrified territories to warn the crew about signal ahead when visibility is low due to foggy weather.
- xv. A GPS based Fog Pass device is being provided to loco pilots in fog affected areas which enables loco pilots to know the exact distance of the approaching  landmarks  like signals, level crossing gates etc.
- xvi. Safety Drives and Safety Awareness Campaigns are carried out regularly  by  the  Zonal  Railways  and  Divisional  Railways  to improve the Safety of Indian Railways.

## Security :-

- i. On vulnerable and identified routes/sections, trains are escorted by  Railway  Protection  Force  (RPF)  daily  in  addition  to  trains escorted  by  Government  Railway  Police  (GRP)  of  different States daily.
- ii. Surveillance  is  kept  through  Close  Circuit  Television  (CCTV) cameras,  provided  at  about  838  railway  stations  and  in  4934 coaches over Indian Railways to ensure safety and security of passengers.
- iii. Railway Help Line number 139(24x7) is operational over Indian Railways  for security related  assistance  to  passengers  in distress.
4. Anti  sabotage  checks  are  undertaken  with  sniffer  dogs  at  all
- iv. major stations as well as in trains.
- v. Baggage  scanners,  Door  Frame  Metal  Detectors  (DFMD)  and Hand Held Metal Detectors (HHMD) are being used for screening passenger and their baggages.
7. Close liaison is made by the Railways with the State Police/GRP authorities,  Central  &  State  Intelligence  agencies  and  Civil authorities  at  all  levels  for  prevention  and  detection  of  crime and maintenance of law & order in Railway premises as well as
- vi. on running trains.
9. vii.
10. Construction of about 3000 Km boundary has been undertaken.
- viii. Station Security Plan has been formulated and its implementation  is  going  on  for  better  access  control  and seamless deployment of security agencies.
- ix. Massive  drives  are  being  conducted  over  Railways  against touting of railway tickets in which 4617persons were arrested during the year 2021.
- x. Recruitment of 4078 and 298 lady constables and SubInspectors respectively  in  RPF  has  been  completed  increasing the percentage of women in RPF from existing 3%  to 9%, which will go a long way in enhancing security of women passengers.

Mechanical:-  Several  measures  have  been  taken  by  Indian  Railways (IR) to improve passenger safety and security in train coaches, some of which are listed below:-

- (i) With a view to provide safer and more comfortable journey to the  travelling  passengers,  it  has  inter-alia  been  decided  to proliferate  /  induct  Linke  Hofmann  Busch  (LHB)  coaches  and replace  trains  operating  with  conventional  Integral  Coach
- Factory  (ICF)  type  coaches  by  LHB  coaches,  in  a  phased manner.  LHB  coaches  are  technologically  superior  and  have better riding, aesthetics and safety features than conventional ICF type coaches.
- (ii) In order to provide a more secure journey for train passengers, Closed Circuit Television (CCTV) cameras have been provided in around 5,200 coaches in trains over IR. GPS based Passenger Announcement cum Passenger Information System (PAPIS)  in  EMU  &  Kolkata  Metro  has  already  been  installed. This  Passenger  Information  System  informs  the  passengers regarding the next approaching station through audio announcement on speakers as well as through video display on LED  screens  simultaneously. Further,  newly  manufactured EMU/Mainline Electric Multiple Unit (MEMU) rakes are already equipped  with  such  technology/system.  PAPIS  system  is  also available in premium trains like Vande Bharat, Humsafar, Tejas and  UDAY  Express.  IR  endeavours  to  gradually  proliferate CCTV and PAPIS in more coaches in order to enhance safety & security of passengers.
- (iii) Smart  coaches  with  ultra  modern  features  like  Smart  Public address and passenger information system,  Smart  HVAC (Heating, Ventilation and  Air Conditioning system),  Smart security and surveillance system etc. have also been introduced. 101 such SMART coaches have been manufactured so far.
- (iv) It is a continual endeavour of IR to improve fire retardancy in coaches  by  providing  fire  retardant  furnishing  materials  in coaches.  A  parameter  called  Heat  Release  Rate  has  been added in the material specification of all major interior furnishing materials to improve fire safety in coaches.
- (v) IR  has  displayed  Statutory  'Fire  Notices'  for  wide  spread passenger  information  in  all  coaches.  Fire  Posters  are  being provided in every coach so as to inform and alert passengers regarding various Dos and Don'ts to prevent fire. These include messages  such  as  not  to  carry  any  inflammable  material, explosives, prohibition of smoking inside the coaches, penalties etc.
- (vi) Production Units are providing Fire detection and suppression system in newly manufactured Power Cars and Pantry Cars and Fire  and  Smoke  detection  system  in  newly  manufactured  AC coaches. Progressive fitment of the same in existing coaches is also underway by Zonal Railways in a phased manner.
- (vii) Fire extinguishers are being provided in all AC coaches and all newly  manufactured  non-AC  coaches.  Progressive  fitment  of the same in existing non-AC coaches is also underway by Zonal Railways in a phased manner.

Cleanliness/Hygiene:-  Standard  Bid  Document  (SBD)  and  General Conditions  of  Contract  for  Services  (GCCS)  have  been  issued  to improve effectiveness of housekeeping / cleaning contracts.

- I. Third Party audit cum survey on cleanliness of major stations and trains has been carried out to instil healthy competition for improvement.
- II. Cleaning of coaches including toilets of trains is done at both ends including mechanised cleaning.
- III. On Board Housekeeping Service (OBHS) has been provided in nearly  1000  pairs  of  important  long  distance  Mail/Express trains  for  cleaning  of  coach  toilets,  doorways,  aisles  and passenger compartments during the run of the trains.
- IV. 39 Clean Train Station (CTS) are operational for limited mechanized cleaning attention to identified trains enroute.
- V. Pest and rodent control of coaches is being done on a regular basis through authorised professional agencies.
6. Provision  of  Concrete  washable  aprons  on  platform  tracks  to
- VI. facilitate washing with water jets.
- VII. Cleanliness drives and awareness campaign are also conducted from time to time.
- VIII. Entrance  hand  rails,  door  handles,  toilet  door  handle/latch, toilet health faucets, water taps, hand rails, switches etc are thoroughly  cleaned  and  followed  by  disinfection  with  Sodium Hypochlorite (1%) including disinfection of contract areas/fittings.
10. IX.
11. Dustbins are provided in AC and non-AC Coaches.

Punctuality:-

Indian Railways endeavors to improve the punctuality of train services by constant monitoring at various levels of Railway administration, including at Railway Board level, which is an ongoing process.

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