Lok Sabha Question No. 3375 (UNSTARRED), answered on 2015-08-10
Subject: Railways Interactive Voice Response System
Ministry: RAILWAYS
Asked by: ASHOK SHANKARRAO CHAVAN, GAJANAN CHANDRAKANT KIRTIKAR, KUNWAR HARIBANSH SINGH, SUDHEER GUPTA, VINOD KUMAR BOIANAPALLI, SUNIL BALIRAM GAIKWAD, M. UDHAYAKUMAR

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO.3375

## TO BE ANSWERED ON 10.08.2015

## RAILWAYS INTERACTIVE VOICE RESPONSE SYSTEM

## 3375.   SHRI ASHOK SHANKARRAO CHAVAN:

SHRI GAJANAN KIRTIKAR:

KUNWAR HARIBANSH SINGH:

SHRI SUDHEER GUPTA:

SHRI B. VINOD KUMAR:

DR. SUNIL BALIRAM GAIKWAD:

ADV. M. UDHAYAKUMAR:

## Will the Minister of RAILWAYS be pleased to state:

- (a) whether  the  Railways  have  started  collecting  feedback from the rail passengers through their newly launched Interactive Voice Response System (IVRS) relating to the basic amenities provided in trains and at railway stations and if so, the details thereof;
- (b) the number of calls made to the passengers daily under the system;
- (c) the details of the feedback received from the passengers, train and station-wise; and
- (d) the corrective measures taken/being taken by the Railways on the basis of feedback received so far?

## ANSWER

## MINISTER OF STATE IN THE MINISTRY OF RAILWAYS

( SHRI MANOJ SINHA )

- (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.3375 BY SHRI ASHOK SHANKARRAO CHAVAN,  SHRI  GAJANAN  KIRTIKAR,  KUNWAR  HARIBANSH SINGH,  SHRI  SUDHEER  GUPTA,  SHRI  B.  VINOD  KUMAR,  DR. SUNIL  BALIRAM  GAIKWAD  AND  ADV.  M.  UDHAYAKUAR  TO  BE REGARDING

ANSWERED IN LOK SABHA ON 10.08.2015 RAILWAYS INTERACTIVE VOICE RESPONSE SYSTEM

- (a) Yes, Madam. A Passenger Feedback System through Interactive Voice  Response  System  (IVRS)  has  been  started  by  Indian Railways through Indian Railway Catering and Tourism Corporation  Limited  (IRCTC)  with  effect  from  01.07.2015  on  all Mail/Express and Superfast trains over Indian Railways' system. This  Passenger  Feedback  System  consists  of  the  six  areas  for which a set of two questions is asked from bonafide passengers. The six areas on which questions are asked are as under:-
- i) Train Cleanliness
- ii) Platform Cleanliness at Railway Stations
- iii)
- Quality of food served to passengers in trains
- Quality of Bed Rolls supplied to passengers in Air
- iv) conditioned coaches
- v)
- Train Punctuality
- vi)
- Cooling of ACs in coaches.

Passengers  are  requested  to  provide  their  feedback  on  the aforesaid amenities in three categories, i.e. (1) Good (2) Satisfactory (3) Bad.

- (b) Since 01.07.2015, out of a total of 3,89,342 calls that were made on an average daily basis to passengers, the solicited feedback was received in 99,312 calls on an average daily basis.

- (c) Train-wise  and/or  Station-wise  feedback  are  not  compiled  at present. Distribution of the overall  feedback  received  from passengers is given as under:-

| Total calls matured on an average per day   | 99312          | Marks obtained*   |
|---------------------------------------------|----------------|-------------------|
| Total Responses                             | 99312x2=198624 | 198624x2=397248   |
| Good Responses*                             | 15921          | 15921x2=31842     |
| Satisfactory Responses*                     | 174490         | 174490x1=174490   |
| Bad Responses*                              | 8212           | 8212x0=0          |
| Marks Obtained                              |                | 206332            |

Based on the assumption (i.e. 2 for good, 1 for satisfactory & 0 for bad), the marks obtained through the feedback for the above services is (206332/397248)x100=51.94%.

- (d) Responses  from  passengers  categorized  as  'Bad'  are  conveyed directly  through  the  system,  via  e-mails  and  mobile  phones,  to the concerned Divisional authorities for effecting remedial measures promptly. General Managers of all the Zonal Railways have already been directed to sensitize all concerned officials in this regard.

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