Servicers Provided by Indian Railways

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SERVICES PROVIDED BY INDIAN RAILWAYS

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CHAPTER 1

1.1 HISTORY OF INDIAN RAILWAYS

The novel plan for the introduction of a rail system, transformed the whole history of India. This

innovative plan was first proposed in 1832; however no auxiliary actions were taken for over a

decade. In the year 1844, private entrepreneurs were allowed to launch a rail system by Lord

Hardinge, who was the Governor-General of India. By the year 1845, two companies were formed

and the East India Company was requested to support them.

The credit from the UK investors led to the hasty construction of a rail system over the next few

years. On 22nd Dec' 1851, the first train came on the track to carry the construction material at

Roorkee in India. With a passage of one and a half years, the first passenger train service was

introduced between Bori Bunder, Bombay and Thana on the providential date 16th Apr' 1853. This

rail track covered a distance of 34 kms (21 miles).

In the 1840s, when the first proposals for railways in India were being debated in Great Britain,

there was intense lobbying in support of these proposals by banks, traders, shipping companies,

and others who had a strong interest in seeing railways be formed in India. These supporters

prevailed upon the British Parliament to create the Guarantee System, whereby any company that

constructed railways in India was guaranteed a certain rate of interest on its capital investment.

This guarantee was honoured by the East India Company which then controlled large parts of

India. The railways that were formed with such agreements governing them were called

guaranteed railways. Typically, the guarantee was for a return of 5% annually, and the right for the

railway company to pull out of the venture and get compensation from the government at any time.

Ever since its origin, the rail service in India never turned back.

The British Government approached private investors and persuaded them to join the race with a

system that would promise an annual return of 5% during the early years of operation. Once


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finished, the company would be transferred under the Government ownership, yet the operational

control will be enjoyed by the original company. In 1880, the rail network acquired a route

mileage of about 14,500 km (9,000 miles), mostly working through Bombay, Madras and Calcutta

(three major port cities.)

By 1895, India had started manufacturing its own locomotives. In no time, different kingdoms

assembled their independent rail systems and the network extended to the regions including

Assam, Rajasthan and Andhra Pradesh. In 1901, a Railway Board was formed though the

administrative power was reserved for the Viceroy, Lord Curzon. The Railway Board worked

under the guidance of the Department of Commerce and Industry. It was comprised of three

members - a Chairman, a Railway Manager and an Agent respectively.

With the Second World War, the railways got incapacitated since the trains were diverted to the

Middle East. On the occasion of India's Independence in 1947, the maximum share of the railways

went under the terrain of Pakistan. On the whole, 42 independent railway systems with thirty-two

lines were merged in a single unit and were acknowledged as Indian Railways. The existing rail

networks were forfeited for zones in 1951 and 6 zones were formed in 1952. With 1985, the diesel

and electric locomotives took the place of steam locomotives. In 1995, the whole railway

reservation system was rationalized with computerization.

Indian Railway has a vast network of rail tracks throughout the dimensions of India. The network

covers 28 states, 3 union territories and some areas of Nepal, Bangladesh and Pakistan. Indian

Railways (IR) uses a rail track of 108,805 kms approximately in total length; whereas the total

route length of the network is not less than 63,465 km. Himsagar Express covers the longest

distance of 3751 km on the rail tracks from Jammu Tawi to Kanyakumari.

Indian Railways has divided the country into four main and twelve other zones on the basis of their

coverage area, divisions etc. IR is acclaimed to encompass one of the largest rail networks in the

world. Indian Railway Map helps in knowing about the wide coverage provided by the trains of

India. This railway route map of India would also assist in exploring the all destinations that are

served by the Railways.


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1.2 INTRODUCTION TO INDIAN RAILWAYS

Indian Railways (Hindi: Bhratya Rail), abbreviated as IR(), is the state-ownedrailway company of India, which owns and operates most of the country's rail transport. It is

overseen by the Ministry of Railways of the Government of India.

Indian Railways has one of the largest and busiest rail networks in the world, transporting over 18

million passengers and more than 2 million tons of freight daily. It is the world's largest

commercial or utility employer, with more than 1.4 million employees. The railways traverse the

length and breadth of the country, covering 6,909 stations over a total route length of more than

63,327 kilometers (39,350 mi). As to rolling stock, IR owns over 200,000 (freight) wagons, 50,000

coaches and 8,000 locomotives. Railways were first introduced to India in 1853. By 1947, the year

of India's independence, there were forty-two rail systems. In 1951 the systems were nationalized

as one unit, becoming one of the largest networks in the world. IR operates both long distance and

suburban rail systems on a multi-gauge network of broad, meter and narrow gauges. It also owns

locomotive and coach production facilities.

The total length of track used by Indian Railways is about 108,805 km (67,608 mi) while the total

route length of the network is 63,465 km (39,435 mi) About 28% of the route-kilometre and 40%

of the total track kilometer is electrified. Track sections are rated for speeds ranging from 75 to

160 km/h (47 to 99 mph). Indian Railways operates 8,702 passenger trains and transports around

five billion annually across twenty-seven states and three union territories (Delhi, Pondicherry and

Chandigarh). Sikkim is the only state not connected.


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India is a land of diverse culture and Indian Railways play a key role in not only meeting the

transport needs of the country, but also in binding together dispersed areas and promoting national

integration. Truly, Indian Railways have emerged as the sinews of the Indian economy and have

reached out to bring together the great Indian family.

Railways traverse through the length and breadth of the country covering 63,140 route kms as on

31.3.2002, comprising broad gauge (45,099 kms), meter gauge (14,776 kms) and narrow gauge

(3,265 kms). As the principal constituent of the nations transport system, Indian Railways own a

fleet of 2,16,717 wagons (units), 44.000 coaches and 7,739 number of locomotives and manage to

run 14,444 trains daily, including about 8,702 passenger trains. They carry: 14 lakh metric tonnes

of goods and about 14 million passengers daily.

Indian Railways have been the prime movers to the nation and have the distinction of being one of

the largest railway systems in the world under a single management. Railways being the more

energy efficient mode of transport are ideally suited for movement of bulk commodities and for

long distance travel. As compared to road transport, the railways have a number of intrinsic

advantages. Railways are five to six times more energy efficient, four times more efficient in land

use and significantly superior from the standpoints or environment impact and safety. Indian

Railways, therefore, rightly occupy pride of place in the growth and development of the nation.

Today, the Indian Railways is organised into nine zones and Metro Railway, Kolkata, which are

coordinated and managed by an apex body - the Railway Board. The railways in India being a

State enterprise, the Railway Board is also known as the Ministry of Railways. Each of the nine

zones covers a large geographical area and has a route kilometrage ranging between 4,000 and

11,000.


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1.3 ORGANIZATION STRUCTURE OF INDIAN RAILWAYS


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1.4 DIVISION OF INDIAN RAILWAYS Annexure 1

Indian Railways is divided into zones, which are further sub-divided into divisions. The number of

zones in Indian Railways increased from six to eight in 1951, nine in 1952, and finally 16 in 2003.

Each zonal railway is made up of a certain number of divisions, each having a divisional

headquarters. There are a total of sixty-seven divisions The Kolkata Metro is owned and operated

by Indian Railways, but is not a part of any of the zones. It is administratively considered to have

the status of a zonal railway.

Each of the sixteen zones, as well as the Kolkata Metro, is headed by a General Manager (GM)

who reports directly to the Railway Board. The zones are further divided into divisions under the

control of Divisional Railway Managers (DRM). The divisional officers of engineering,

mechanical, electrical, signal & telecommunication, accounts, personnel, operating, commercial

and safety branches report to the respective Divisional Manager and are in charge of operation and

maintenance of assets. Further down the hierarchy tree are the Station Masters who control

individual stations and the train movement through the track territory under their stations'

administration.

Indian Railways have been the prime movers to the nation and have the distinction of being one ofthe largest railway systems in the world under a single management. Railways being the more

energy efficient mode of transport are ideally suited for movement of bulk commodities and for

long distance travel. As compared to road transport, the railways have a number of intrinsic

advantages. Railways are five to six times more energy efficient, four times more efficient in land

use and significantly superior from the standpoints or environment impact and safety. Indian

Railways, therefore, rightly occupy pride of place in the growth and development of the

nation.Today, the Indian Railways is organised into nine zones and Metro Railway, Kolkata,

which are coordinated and managed by an apex body - the Railway Board. The railways in India

being a State enterprise, the Railway Board is also known as the Ministry of Railways. Each of the

nine zones covers a large geographical area and has a route kilometrage ranging between 4,000

and 11,000.


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Zonal Divisions of Indian Railways

Sl.

NoName Abbr.

Date

EstablishedHeadquarters Divisions

1. Central CRNovember 5,

1951Mumbai

Mumbai, Bhusawal, Pune, Solapur,

Nagpur

2. East Central ECROctober 1,

2002Hajipur

Danapur, Dhanbad, Mughalsarai,

Samastipur, Sonpur

3. East Coast ECoR April 1, 2003 BhubaneswarKhurda Road, Sambalpur,

Visakhapatnam

4. Eastern ER April, 1952 Kolkata Howrah, Sealdah, Asansol, Malda

5.North

CentralNCR April 1, 2003 Allahabad Allahabad, Agra, Jhansi

6.North

EasternNER 1952 Gorakhpur Izzatnagar, Lucknow, Varanasi

7.North

Western

NWROctober 1,

2002

Jaipur Jaipur, Ajmer, Bikaner, Jodhpur

8.Northeast

FrontierNFR 1958 Guwahati

Alipurduar, Katihar, Lumding, Rangia,

Tinsukia
http://en.wikipedia.org/wiki/Central_Railway_(India)http://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Bhusawalhttp://en.wikipedia.org/wiki/Punehttp://en.wikipedia.org/wiki/Solapurhttp://en.wikipedia.org/wiki/Nagpurhttp://en.wikipedia.org/wiki/East_Central_Railwayhttp://en.wikipedia.org/wiki/Hajipurhttp://en.wikipedia.org/wiki/Hajipurhttp://en.wikipedia.org/wiki/Danapurhttp://en.wikipedia.org/wiki/Dhanbadhttp://en.wikipedia.org/wiki/Mughalsaraihttp://en.wikipedia.org/wiki/Samastipurhttp://en.wikipedia.org/wiki/Sonpurhttp://en.wikipedia.org/wiki/East_Coast_Railwayhttp://en.wikipedia.org/wiki/Bhubaneswarhttp://en.wikipedia.org/wiki/Khurda_Roadhttp://en.wikipedia.org/wiki/Sambalpurhttp://en.wikipedia.org/wiki/Visakhapatnamhttp://en.wikipedia.org/wiki/Eastern_Railway_(India)http://en.wikipedia.org/wiki/Kolkatahttp://en.wikipedia.org/wiki/Howrahhttp://en.wikipedia.org/wiki/Sealdahhttp://en.wikipedia.org/wiki/Asansolhttp://en.wikipedia.org/wiki/Maldahttp://en.wikipedia.org/wiki/North_Central_Railwayhttp://en.wikipedia.org/wiki/North_Central_Railwayhttp://en.wikipedia.org/wiki/Allahabadhttp://en.wikipedia.org/wiki/Agrahttp://en.wikipedia.org/wiki/Jhansihttp://en.wikipedia.org/wiki/North_Eastern_Railway_(India)http://en.wikipedia.org/wiki/North_Eastern_Railway_(India)http://en.wikipedia.org/wiki/Gorakhpurhttp://en.wikipedia.org/wiki/Izzatnagarhttp://en.wikipedia.org/wiki/Lucknowhttp://en.wikipedia.org/wiki/Varanasihttp://en.wikipedia.org/wiki/North_Western_Railwayhttp://en.wikipedia.org/wiki/North_Western_Railwayhttp://en.wikipedia.org/wiki/Jaipurhttp://en.wikipedia.org/wiki/Jaipurhttp://en.wikipedia.org/wiki/Ajmerhttp://en.wikipedia.org/wiki/Bikanerhttp://en.wikipedia.org/wiki/Jodhpurhttp://en.wikipedia.org/wiki/Northeast_Frontier_Railwayhttp://en.wikipedia.org/wiki/Northeast_Frontier_Railwayhttp://en.wikipedia.org/wiki/Guwahatihttp://en.wikipedia.org/wiki/Alipurduarhttp://en.wikipedia.org/wiki/Katiharhttp://en.wikipedia.org/wiki/Lumdinghttp://en.wikipedia.org/wiki/Rangiahttp://en.wikipedia.org/wiki/Tinsukiahttp://en.wikipedia.org/wiki/Tinsukiahttp://en.wikipedia.org/wiki/Rangiahttp://en.wikipedia.org/wiki/Lumdinghttp://en.wikipedia.org/wiki/Katiharhttp://en.wikipedia.org/wiki/Alipurduarhttp://en.wikipedia.org/wiki/Guwahatihttp://en.wikipedia.org/wiki/Northeast_Frontier_Railwayhttp://en.wikipedia.org/wiki/Northeast_Frontier_Railwayhttp://en.wikipedia.org/wiki/Jodhpurhttp://en.wikipedia.org/wiki/Bikanerhttp://en.wikipedia.org/wiki/Ajmerhttp://en.wikipedia.org/wiki/Jaipurhttp://en.wikipedia.org/wiki/Jaipurhttp://en.wikipedia.org/wiki/North_Western_Railwayhttp://en.wikipedia.org/wiki/North_Western_Railwayhttp://en.wikipedia.org/wiki/Varanasihttp://en.wikipedia.org/wiki/Lucknowhttp://en.wikipedia.org/wiki/Izzatnagarhttp://en.wikipedia.org/wiki/Gorakhpurhttp://en.wikipedia.org/wiki/North_Eastern_Railway_(India)http://en.wikipedia.org/wiki/North_Eastern_Railway_(India)http://en.wikipedia.org/wiki/Jhansihttp://en.wikipedia.org/wiki/Agrahttp://en.wikipedia.org/wiki/Allahabadhttp://en.wikipedia.org/wiki/Allahabadhttp://en.wikipedia.org/wiki/North_Central_Railwayhttp://en.wikipedia.org/wiki/North_Central_Railwayhttp://en.wikipedia.org/wiki/Maldahttp://en.wikipedia.org/wiki/Asansolhttp://en.wikipedia.org/wiki/Sealdahhttp://en.wikipedia.org/wiki/Howrahhttp://en.wikipedia.org/wiki/Kolkatahttp://en.wikipedia.org/wiki/Eastern_Railway_(India)http://en.wikipedia.org/wiki/Visakhapatnamhttp://en.wikipedia.org/wiki/Sambalpurhttp://en.wikipedia.org/wiki/Khurda_Roadhttp://en.wikipedia.org/wiki/Bhubaneswarhttp://en.wikipedia.org/wiki/East_Coast_Railwayhttp://en.wikipedia.org/wiki/Sonpurhttp://en.wikipedia.org/wiki/Samastipurhttp://en.wikipedia.org/wiki/Mughalsaraihttp://en.wikipedia.org/wiki/Dhanbadhttp://en.wikipedia.org/wiki/Danapurhttp://en.wikipedia.org/wiki/Hajipurhttp://en.wikipedia.org/wiki/East_Central_Railwayhttp://en.wikipedia.org/wiki/Nagpurhttp://en.wikipedia.org/wiki/Solapurhttp://en.wikipedia.org/wiki/Punehttp://en.wikipedia.org/wiki/Bhusawalhttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Central_Railway_(India)


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9. Northern NR April 14, 1952 DelhiDelhi, Ambala, Firozpur, Lucknow,

Moradabad

10.South

CentralSCR

October 2,

1966Secunderabad

Secunderabad, Hyderabad, Guntakal,

Guntur, Nanded, Vijayawada

11.South East

CentralSECR April 1, 2003 Bilaspur, CG Bilaspur, Raipur, Nagpur

12.

South

EasternSER 1955 Kolkata

Adra, Chakradharpur, Kharagpur,

Ranchi

13.South

WesternSWR April 1, 2003 Hubli Hubli, Bengaluru, Mysuru

14. Southern SR April 14, 1951 ChennaiChennai, Madurai, Palakkad, Salem,

Tiruchchirapalli, Thiruvanathapuram

15. West Central WCR April 1, 2003 Jabalpur Jabalpur, Bhopal, Kota

16. Western WRNovember 5,

1951Mumbai

Mumbai Central, Vadodara, Ratlam,

Ahmedabad, Rajkot, Bhavnagar
http://en.wikipedia.org/wiki/Northern_Railway_(India)http://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Ambalahttp://en.wikipedia.org/wiki/Firozpurhttp://en.wikipedia.org/wiki/Lucknowhttp://en.wikipedia.org/wiki/Moradabadhttp://en.wikipedia.org/wiki/South_Central_Railwayhttp://en.wikipedia.org/wiki/South_Central_Railwayhttp://en.wikipedia.org/wiki/Secunderabadhttp://en.wikipedia.org/wiki/Secunderabadhttp://en.wikipedia.org/wiki/Secunderabadhttp://en.wikipedia.org/wiki/Hyderabad_(India)http://en.wikipedia.org/wiki/Guntakalhttp://en.wikipedia.org/wiki/Guntur_divisionhttp://en.wikipedia.org/wiki/Nandedhttp://en.wikipedia.org/wiki/Vijayawadahttp://en.wikipedia.org/wiki/South_East_Central_Railwayhttp://en.wikipedia.org/wiki/South_East_Central_Railwayhttp://en.wikipedia.org/wiki/Bilaspur,_Chhattisgarhhttp://en.wikipedia.org/wiki/Raipurhttp://en.wikipedia.org/wiki/Nagpurhttp://en.wikipedia.org/wiki/South_Eastern_Railway_(India)http://en.wikipedia.org/wiki/South_Eastern_Railway_(India)http://en.wikipedia.org/wiki/Kolkatahttp://en.wikipedia.org/wiki/Adra_(India)http://en.wikipedia.org/wiki/Chakradharpurhttp://en.wikipedia.org/wiki/Kharagpurhttp://en.wikipedia.org/wiki/Ranchihttp://en.wikipedia.org/wiki/South_Western_Railwayhttp://en.wikipedia.org/wiki/South_Western_Railwayhttp://en.wikipedia.org/wiki/Hublihttp://en.wikipedia.org/wiki/Bengaluruhttp://en.wikipedia.org/wiki/Mysuruhttp://en.wikipedia.org/wiki/Southern_Railway_(India)http://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Maduraihttp://en.wikipedia.org/wiki/Palakkadhttp://en.wikipedia.org/wiki/Salem,_Tamil_Naduhttp://en.wikipedia.org/wiki/Tiruchirapallihttp://en.wikipedia.org/wiki/Thiruvanathapuramhttp://en.wikipedia.org/wiki/West_Central_Railwayhttp://en.wikipedia.org/wiki/Jabalpurhttp://en.wikipedia.org/wiki/Bhopalhttp://en.wikipedia.org/wiki/Kotahttp://en.wikipedia.org/wiki/Western_Railway_(India)http://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Mumbai_Centralhttp://en.wikipedia.org/wiki/Vadodarahttp://en.wikipedia.org/wiki/Ratlamhttp://en.wikipedia.org/wiki/Ahmedabadhttp://en.wikipedia.org/wiki/Rajkothttp://en.wikipedia.org/wiki/Bhavnagarhttp://en.wikipedia.org/wiki/Bhavnagarhttp://en.wikipedia.org/wiki/Rajkothttp://en.wikipedia.org/wiki/Ahmedabadhttp://en.wikipedia.org/wiki/Ratlamhttp://en.wikipedia.org/wiki/Vadodarahttp://en.wikipedia.org/wiki/Mumbai_Centralhttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Western_Railway_(India)http://en.wikipedia.org/wiki/Kotahttp://en.wikipedia.org/wiki/Bhopalhttp://en.wikipedia.org/wiki/Jabalpurhttp://en.wikipedia.org/wiki/Jabalpurhttp://en.wikipedia.org/wiki/West_Central_Railwayhttp://en.wikipedia.org/wiki/Thiruvanathapuramhttp://en.wikipedia.org/wiki/Tiruchirapallihttp://en.wikipedia.org/wiki/Salem,_Tamil_Naduhttp://en.wikipedia.org/wiki/Palakkadhttp://en.wikipedia.org/wiki/Maduraihttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Southern_Railway_(India)http://en.wikipedia.org/wiki/Mysuruhttp://en.wikipedia.org/wiki/Bengaluruhttp://en.wikipedia.org/wiki/Hublihttp://en.wikipedia.org/wiki/Hublihttp://en.wikipedia.org/wiki/South_Western_Railwayhttp://en.wikipedia.org/wiki/South_Western_Railwayhttp://en.wikipedia.org/wiki/Ranchihttp://en.wikipedia.org/wiki/Kharagpurhttp://en.wikipedia.org/wiki/Chakradharpurhttp://en.wikipedia.org/wiki/Adra_(India)http://en.wikipedia.org/wiki/Kolkatahttp://en.wikipedia.org/wiki/South_Eastern_Railway_(India)http://en.wikipedia.org/wiki/South_Eastern_Railway_(India)http://en.wikipedia.org/wiki/Nagpurhttp://en.wikipedia.org/wiki/Raipurhttp://en.wikipedia.org/wiki/Bilaspur,_Chhattisgarhhttp://en.wikipedia.org/wiki/Bilaspur,_Chhattisgarhhttp://en.wikipedia.org/wiki/South_East_Central_Railwayhttp://en.wikipedia.org/wiki/South_East_Central_Railwayhttp://en.wikipedia.org/wiki/Vijayawadahttp://en.wikipedia.org/wiki/Nandedhttp://en.wikipedia.org/wiki/Guntur_divisionhttp://en.wikipedia.org/wiki/Guntakalhttp://en.wikipedia.org/wiki/Hyderabad_(India)http://en.wikipedia.org/wiki/Secunderabadhttp://en.wikipedia.org/wiki/Secunderabadhttp://en.wikipedia.org/wiki/South_Central_Railwayhttp://en.wikipedia.org/wiki/South_Central_Railwayhttp://en.wikipedia.org/wiki/Moradabadhttp://en.wikipedia.org/wiki/Lucknowhttp://en.wikipedia.org/wiki/Firozpurhttp://en.wikipedia.org/wiki/Ambalahttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Northern_Railway_(India)


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1.5 PROFILE OF INDIAN RAILWAYS

INDIAN RAILWAYS

Type: Departmental Undertaking of The Ministry of Railways, Government of

India

Founded: 26 April 1853

Headquarters: New Delhi, India

Area served: India

Union Railway

Minister:

Mamata Banerjee

Key people: Ministers of state for railways:

E. Ahamed and K.H. Muniyappa

Chairman, Railway Board:

S.S. Khurana

Industry: Railways and Locomotives

Services: Rail transport

Revenue: Rs. 107.66 billion (US$19.13 billion)

Employees: 1,406,430

Parent: Ministry of Railways, Government of India

Divisions: 16 Railway Zones (excluding Konkan Railway)
http://en.wikipedia.org/wiki/New_Delhihttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Ministry_of_Railways_(India)http://en.wikipedia.org/wiki/Ministry_of_Railways_(India)http://en.wikipedia.org/wiki/Mamata_Banerjeehttp://en.wikipedia.org/wiki/E._Ahamedhttp://en.wikipedia.org/wiki/K.H._Muniyappahttp://en.wikipedia.org/w/index.php?title=S.S._Khurana&action=edit&redlink=1http://en.wikipedia.org/wiki/Industryhttp://en.wikipedia.org/wiki/Industryhttp://en.wikipedia.org/wiki/Railwayshttp://en.wikipedia.org/wiki/Locomotiveshttp://en.wikipedia.org/wiki/Rail_transporthttp://en.wikipedia.org/wiki/Revenuehttp://en.wikipedia.org/wiki/Revenuehttp://en.wikipedia.org/wiki/Indian_rupeehttp://en.wikipedia.org/wiki/Indian_rupeehttp://en.wikipedia.org/wiki/US$http://en.wikipedia.org/wiki/Employmenthttp://en.wikipedia.org/wiki/Employmenthttp://en.wikipedia.org/wiki/Holding_companyhttp://en.wikipedia.org/wiki/Holding_companyhttp://en.wikipedia.org/wiki/Ministry_of_Railways_(India)http://en.wikipedia.org/wiki/Division_(business)http://en.wikipedia.org/wiki/Division_(business)http://en.wikipedia.org/wiki/Konkan_Railwayhttp://en.wikipedia.org/wiki/Konkan_Railwayhttp://en.wikipedia.org/wiki/Division_(business)http://en.wikipedia.org/wiki/Ministry_of_Railways_(India)http://en.wikipedia.org/wiki/Holding_companyhttp://en.wikipedia.org/wiki/Employmenthttp://en.wikipedia.org/wiki/US$http://en.wikipedia.org/wiki/Indian_rupeehttp://en.wikipedia.org/wiki/Revenuehttp://en.wikipedia.org/wiki/Rail_transporthttp://en.wikipedia.org/wiki/Locomotiveshttp://en.wikipedia.org/wiki/Railwayshttp://en.wikipedia.org/wiki/Industryhttp://en.wikipedia.org/w/index.php?title=S.S._Khurana&action=edit&redlink=1http://en.wikipedia.org/wiki/K.H._Muniyappahttp://en.wikipedia.org/wiki/E._Ahamedhttp://en.wikipedia.org/wiki/Mamata_Banerjeehttp://en.wikipedia.org/wiki/Ministry_of_Railways_(India)http://en.wikipedia.org/wiki/Ministry_of_Railways_(India)http://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/New_Delhi


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Indian Railways operate on continental and gigantic dimensions with nearly:

63140 route kms

44000 coaching vehicles

7739 locomotives

2.17 lakh wagons

6850 block stations

15.10 lakh work force

1.2 lakh bridges

16550 manned level crossings

21800 unmanned level crossings

97 loco sheds 50 workshops and production units

318 carriage wagon and coach maintenance depots

Rs.52 crores expenditure on staff per day

Rs.99 crores revenue expenditure daily

And their daily transport output is approximately:

2 Million Train Kms 14 Million Passengers

1.4 Million Tonnes freight loading

8702 Passenger trains run

5742 Freight trains run

IR virtually carry passenger volumes equivalent to combined population of over 40 countries,

everyday. IR's trains cover the round trip distance between earth and moon, four times a day.


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1.6 INDIAN RAILWAY FACTS

I

Indian Railway is certainly the 'Lifeline of the Nation' with its commendable performance since

the last 150 years. Indian Railways is known to be the largest railway network in Asia and world's

largest railway system under a single management. IR employs about 1.6 million people, making

itself the second largest commercial or utility employer in the world.

IR boasts of more than 7,500 railway stations in its periphery. It has a fleet of not less than 7800

locomotives, 40,000 coaches & 3,26,000 wagons. 9 pairs of Rajdhani and 13 pairs of Shatabdi

Express Trains run on the rail tracks of India. In 1977, the National Rail Museum was established

at New Delhi.

Given here is a list providing some interesting and amazing facts about Indian Railways.

SR NO. PARTICULARS FACTS

1. First Passenger Train Ran On: 16th April 1853 (between Bombay to

Thane)

2. First Railway Bridge: Dapoorie Viaduct on the Mumbai-Thane

route

3. First Rail Tunnel: Parsik Tunnel

4. First Ghats Covered by the Rail lines: Thal and Bhore Ghats

5. First Underground Railway: Calcutta METRO


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6. First Computerized Reservation

System started in:

New Delhi (1986)

7. First Electric Train ran on: 3rd Feb' 1925 (VT and Kurla )

8. Toilets on Trains were introduced in: 1891 (1st Class) & 1907 (lower classes)

9. Shortest Station Name: Ib (Orissa)

10. Longest Station Name: Sri Venkatanarasimharajuvariapeta

(Tamil Nadu)

11. Busiest Railway Station: Lucknow (64 trains everyday)

12. Longest Run (Time): Himsagar Express (3751 km in 74 hrs and

55 min)

13. Shortest Run: Route between Nagpur to Ajni (3km)

14. Longest Run for Daily Train: Kerala Express (3054 km in 42.5 hrs)

15. Longest Non-Stop Run (Distance): Trivandrum Rajdhani (528 km in 6.5 hrs)

16. Longest Railway Platform in the

World:

Kharagpur (2,733 ft in length)

17. Longest Railway Bridge: Nehru Setu on Sone River (10044ft in

length)

18. Longest Tunnel: On Konkan Railway between Monkey

hill & Khandala (6.5 km)19. Oldest Preserved Locomotive: Fairy Queen (1855), still in working order

20. Gauges of Track: 4 Gauges; BG (5'6"), MG (1 metre), NG

(2)


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21. IR Daily Runs: About 14,000 trains

22. IR Daily Carries: More than 11 million passengers & 1

million tonnes of freight

23. IR's only line with Rack & Pinion

system:

From Mettupalayam to Conoor

24. IR's Fastest Train: Bhopal-Shatabdi (runs at a speed up to

140 Km/ph)

25. Railway Station with all the Three

Gauges:

Siliguri Railway Station

26. Route Kilometers of Track: More than 62,000 kms

27. People Employed in IR: About 1.6 million people

28. Train with Maximum Number of

Halts:

Howrah-Amritsar Express (115 halts)

29. Trains without Commercial Halts: Sampoorna Kranti Express,

HowrahRajdhani, Bombay Rajdhani,

Pragati Express and Pune Shatabdi

30. Stations across State Lines: Navapur (Maharashtra and Gujarat),

Bhawani Mandi (Madhya Pradesh and

Rajasthan)

31. Classes of travel on Indian Railway: Ist AC, 2nd AC, 3rd AC, AC Chair Car

IInd sleeper & IInd ordinary


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1.7 IMPORTANCE OF RAIL TRANSPORT IN INDIA

Rail transport is a commonly used mode of long-distance transportation in India. Almost all rail

operations in India are handled by a state-owned company, Indian Railways, under the federal

Ministry of Railways. The rail network traverses the length and breadth of the country, covering a

total length of 63,140 kilometres (39,233 mi). It is said to be the 4th largest railway network in the

world, transporting over 6 billionpassengers and over 350 million tonnes of freight annually. Its

operations covertwenty-eight states and three union territories and also provide limited service to

Nepal, Bangladesh and Pakistan. Both passenger and freight traffic has seen steady growth, and as

per the 2009 budget presented by the Railway Minister, the Indian Railways carried almost 7

billion passengers in 2008.

Railways were introduced to India in 1853, and by the time of India's independence in 1947 they

had grown to forty-two rail systems. In 1951 the systems were nationalised as one unitIndian

Railwaysto form one of the largest networks in the world. The broad gauge is the majority and

original standard gauge in India; more recent networks of metre and narrow gauge are being

replaced by broad gauge underProject Unigauge. The steam locomotives have been replaced over

the years with diesel and electric locomotives

Locomotives manufactured at several places in India are assigned codes identifying their gauge,

kind of power and type of operation. Colour signal lights are used as signals, but in some remote

areas of operation, the oldersemaphores and disc-based signalling are still in use. Accommodation

classes range from general through first class AC. Trains have been classified according to speed

and area of operation. Many trains are officially identified by a four-digit code, though many are

commonly known by unique names. The ticketing system has been computerized to a large extent,

and there are reserved as well as unreserved categories of tickets. Rail transport is a commonly

used mode of long-distance transportation in India. Almost all rail operations in India are handled

by a state-owned company, Indian Railways, under the federal Ministry of Railways. The railnetwork traverses the length and breadth of the country, covering a
http://en.wikipedia.org/wiki/Transport_in_Indiahttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Indian_Railwayshttp://en.wikipedia.org/wiki/Kilometrehttp://en.wikipedia.org/wiki/Milehttp://en.wikipedia.org/wiki/EMD_E9http://en.wikipedia.org/wiki/Tonnehttp://en.wikipedia.org/wiki/Cargohttp://en.wikipedia.org/wiki/States_and_territories_of_Indiahttp://en.wikipedia.org/wiki/Nepalhttp://en.wikipedia.org/wiki/Bangladeshhttp://en.wikipedia.org/wiki/Pakistanhttp://en.wikipedia.org/wiki/Independence_of_Indiahttp://en.wikipedia.org/wiki/Nationalisationhttp://en.wikipedia.org/wiki/Indian_Railwayshttp://en.wikipedia.org/wiki/Indian_Railwayshttp://en.wikipedia.org/wiki/Broad_gaugehttp://en.wikipedia.org/wiki/Metre_gaugehttp://en.wikipedia.org/wiki/Narrow_gaugehttp://en.wikipedia.org/wiki/Unigaugehttp://en.wikipedia.org/wiki/Steam_locomotiveshttp://en.wikipedia.org/wiki/Diesel_locomotiveshttp://en.wikipedia.org/wiki/Electric_locomotiveshttp://en.wikipedia.org/wiki/Locomotivehttp://en.wikipedia.org/wiki/Railway_signal#Color_light_signalshttp://en.wikipedia.org/wiki/Railway_signal#Mechanical_signalshttp://en.wikipedia.org/wiki/Transport_in_Indiahttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Indian_Railwayshttp://en.wikipedia.org/wiki/Indian_Railwayshttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Transport_in_Indiahttp://en.wikipedia.org/wiki/Railway_signal#Mechanical_signalshttp://en.wikipedia.org/wiki/Railway_signal#Color_light_signalshttp://en.wikipedia.org/wiki/Locomotivehttp://en.wikipedia.org/wiki/Electric_locomotiveshttp://en.wikipedia.org/wiki/Diesel_locomotiveshttp://en.wikipedia.org/wiki/Steam_locomotiveshttp://en.wikipedia.org/wiki/Unigaugehttp://en.wikipedia.org/wiki/Narrow_gaugehttp://en.wikipedia.org/wiki/Metre_gaugehttp://en.wikipedia.org/wiki/Broad_gaugehttp://en.wikipedia.org/wiki/Indian_Railwayshttp://en.wikipedia.org/wiki/Indian_Railwayshttp://en.wikipedia.org/wiki/Nationalisationhttp://en.wikipedia.org/wiki/Independence_of_Indiahttp://en.wikipedia.org/wiki/Pakistanhttp://en.wikipedia.org/wiki/Bangladeshhttp://en.wikipedia.org/wiki/Nepalhttp://en.wikipedia.org/wiki/States_and_territories_of_Indiahttp://en.wikipedia.org/wiki/Cargohttp://en.wikipedia.org/wiki/Tonnehttp://en.wikipedia.org/wiki/EMD_E9http://en.wikipedia.org/wiki/Milehttp://en.wikipedia.org/wiki/Kilometrehttp://en.wikipedia.org/wiki/Indian_Railwayshttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Transport_in_India


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total length of 63,140 kilometres (39,233 mi). It is said to be the 4th largest railway network in the

world, transporting over 6 billionpassengers and over 350 million tonnes of freight annually. Its

operations covertwenty-eight states and three union territories and also provide limited service to

Nepal, Bangladesh and Pakistan. Both passenger and freight traffic has seen steady growth, and as

per the 2009 budget presented by the Railway Minister, the Indian Railways carried almost 7

billion passengers in 2008.

Railways were introduced to India in 1853, and by the time of India's independence in 1947 they

had grown to forty-two rail systems. In 1951 the systems were nationalised as one unitIndian

Railwaysto form one of the largest networks in the world. The broad gauge is the majority and

original standard gauge in India; more recent networks of metre and narrow gauge are being

replaced by broad gauge underProject Unigauge. The steam locomotives have been replaced over

the years with diesel and electric locomotives

Locomotives manufactured at several places in India are assigned codes identifying their gauge,

kind of power and type of operation. Colour signal lights are used as signals, but in some remote

areas of operation, the oldersemaphores and disc-based signalling are still in use.

Accommodation classes range from general through first class AC. Trains have been classified

according to speed and area of operation. Many trains are officially identified by a four-digit code,

though many are commonly known by unique names. The ticketing system has been computerised

to a large extent, and there are reserved as well as unreserved categories of tickets.
http://en.wikipedia.org/wiki/Kilometrehttp://en.wikipedia.org/wiki/Milehttp://en.wikipedia.org/wiki/EMD_E9http://en.wikipedia.org/wiki/Tonnehttp://en.wikipedia.org/wiki/Cargohttp://en.wikipedia.org/wiki/States_and_territories_of_Indiahttp://en.wikipedia.org/wiki/Nepalhttp://en.wikipedia.org/wiki/Bangladeshhttp://en.wikipedia.org/wiki/Pakistanhttp://en.wikipedia.org/wiki/Independence_of_Indiahttp://en.wikipedia.org/wiki/Nationalisationhttp://en.wikipedia.org/wiki/Indian_Railwayshttp://en.wikipedia.org/wiki/Indian_Railwayshttp://en.wikipedia.org/wiki/Broad_gaugehttp://en.wikipedia.org/wiki/Metre_gaugehttp://en.wikipedia.org/wiki/Narrow_gaugehttp://en.wikipedia.org/wiki/Unigaugehttp://en.wikipedia.org/wiki/Steam_locomotiveshttp://en.wikipedia.org/wiki/Diesel_locomotiveshttp://en.wikipedia.org/wiki/Electric_locomotiveshttp://en.wikipedia.org/wiki/Locomotivehttp://en.wikipedia.org/wiki/Railway_signal#Color_light_signalshttp://en.wikipedia.org/wiki/Railway_signal#Mechanical_signalshttp://en.wikipedia.org/wiki/Railway_signal#Mechanical_signalshttp://en.wikipedia.org/wiki/Railway_signal#Color_light_signalshttp://en.wikipedia.org/wiki/Locomotivehttp://en.wikipedia.org/wiki/Electric_locomotiveshttp://en.wikipedia.org/wiki/Diesel_locomotiveshttp://en.wikipedia.org/wiki/Steam_locomotiveshttp://en.wikipedia.org/wiki/Unigaugehttp://en.wikipedia.org/wiki/Narrow_gaugehttp://en.wikipedia.org/wiki/Metre_gaugehttp://en.wikipedia.org/wiki/Broad_gaugehttp://en.wikipedia.org/wiki/Indian_Railwayshttp://en.wikipedia.org/wiki/Indian_Railwayshttp://en.wikipedia.org/wiki/Nationalisationhttp://en.wikipedia.org/wiki/Independence_of_Indiahttp://en.wikipedia.org/wiki/Pakistanhttp://en.wikipedia.org/wiki/Bangladeshhttp://en.wikipedia.org/wiki/Nepalhttp://en.wikipedia.org/wiki/States_and_territories_of_Indiahttp://en.wikipedia.org/wiki/Cargohttp://en.wikipedia.org/wiki/Tonnehttp://en.wikipedia.org/wiki/EMD_E9http://en.wikipedia.org/wiki/Milehttp://en.wikipedia.org/wiki/Kilometre


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CHAPTER 2

PEST ANALYSIS - INDIAN RAILWAYS

Indian railway is the backbone of public transport. It has the second largest network of railway

lines in the world. It celebrated its 150 years of service this year. From covering a distance of just

33km from Mumbai to Thane to a massive network of 63,800 route km spread across has been a

long journey and dedicated service to the nation.

Railways are not merely a mode of transport. It is a small revolution in itself which has changed

our social, cultural and economic life in a number of ways. It is a symbol of unity in diversity. It

runs 14,444 trains everyday and have many costs associated with it, but it is not generating the

required revenue to bear maintenance costs and the new platforms and stations built.

Thus, the PEST Analysis will help us find out the problems associated with Indian Railways and

will help to solve them. Doing a PEST analysis will help us to know the political issues affecting

Indian Railways, the governmental policies, rules and regulations. It also helps to know how it is

affecting the Indian economy as a whole, the socio-cultural issues and the technological advances

being made. Let us go further with the PEST Analysis.

POLITICAL ENVIRONMENT

Railways are owned and managed by the Government of India and thus profit is not the main

motive. It is meant to serve all the sections of society, more so the economically and socially

backward regions.

The GOI lays down policies to be followed by the employees. The GOI decides the fares but

has decentralized certain powers. The General Managers of Zonal Railways are given to finalize

tenders and contracts up to a value of 15 crores at their own level.

The GOI has adopted proactive strategies for railways aimed at income generation and cutting

costs. Passenger awareness programmes are also being taken up through public announcements,

posters, films, etc


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Privatization: the GOI was deciding to privatize the Indian Railway but did not, since the

general public started protesting against the decision to privatize, because if the private companies

entered the consumers would suffer. We can see the problem Britain is facing by privatizing its

railways.

ECONOMIC ENVIRONMENT

Conserves foreign exchange: Indian Railways have a number of production units spread all

over the country, with modern electric and diesel locomotives and other equipments which they

are able to export through aggressive marketing and foreign tie-ups which help to conserve the

much needed Foreign Exchange.

Indirectly affecting the economy: The Government is not generating revenue from the Indian

Raiwlays since it cannot increase the fares and so has to resort to other measures of earning

revenue and has to mainly cut down its expenses, only then will it be able to contribute something

to the economy.

Growing economic burden: To fulfill the demands of growing population, new stations andplatforms are build which increases the cost of infrastructure and its maintenance. Thus it can

reduce the economic burden by earning revenue through other sources like setting up of LCD

projectors on various railway platforms which features commercials which acts as a source of

income. Also, hoardings on the platforms help to generate revenue.


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SOCIAL ENVIRONMENT

Railways have played a very important role in social revolution as it is gradually wiping out

the socio-economic disparities and bringing the people of various regions close to each other.

Railways are an environment-friendly mode of transport as it uses the energy more efficiently

than road transport.

Its share in total transportation has declined from 89% to 40% in freight and from 70% to 20%

in passenger traffic.

Safety: a non-lapsable Special Railway Safety Fund of Rs 17,000 crores is created to wipe out

the backlog of replacement of over-aged assets and safety enhancement within the next 5 years.

Social status: It plays a very important role because people choose to go by train which suit

their status.

Eg: the middle class would prefer superfast trains like Shatabdi, Rajdhani Express while the poor

class will have to travel by the local trains which will take days together to reach the destination.

TECHNOLOGICAL ENVIRONMENT

The reservation systems have been computerized which helps people to book the tickets from

any station. People can also book tickets on the internet, but people face problems while

buying season passes if the computer fails.

There are coupon validating machines on most of the railway stations.

Now, the Indian railways have the best of the facilities, improved engines, machines and

technology.


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Super fast and express trains have been introduced. There are also metro rails in many cities

like Kolkatta, Delhi.

The Konkan Railways have developed the anti-collision devices.

Better and improved signaling systems.

Palace on wheels in Jaipur can be taken as the best example for technological advancement or

innovation.


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SERVICES PROVIDED BY THE INDIAN RAILWAYS

CHAPTER 3

DIFFERENT TRAINS AND THEIR ACCOMMODATION

3.1 HIERARCHY OF TRAINS

Trains are classified by their average speed. A faster train has fewer stops ("halts") than a slower

one and usually caters to long-distance travel.

Rank Train Description

1. Rajdhani

Express

These are all air-conditioned trains linking major cities to New Delhi. The

Rajdhanis have the highest priority and are the fastest trains in India,

travelling at about 140 km/h (87 mph). There are only a few stops on a

Rajdhani route.

2. Shatabdi and

Jan Shatabdi

Expresses

The Shatabdi trains are AC intercity seater-type trains. Jan-Shatabdi trains

are generally non-AC and thus cheaper.

3. Super-fast

Expresses or

Mail trains

These are trains that have an average speed greater than 55 km/h (34 mph).

Tickets for these trains have an additional super-fast surcharge.

4. Express These are the most common kind of trains in India. They have more stops

than their super-fast counterparts, but they stop only at relatively important

intermediate stations.

5. Passenger and

Fast Passenger

These are slow trains that stop at every single station, and are the cheapest

trains. The entire train consists of the General-type compartments.

6. Suburban trains Trains that operate in urban areas, usually stop at all stations.
http://en.wikipedia.org/wiki/New_Delhihttp://en.wikipedia.org/w/index.php?title=Super-fast_Expresses&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Super-fast_Expresses&action=edit&redlink=1http://en.wikipedia.org/wiki/Mail_trainhttp://en.wikipedia.org/wiki/Mail_trainhttp://en.wikipedia.org/wiki/Express_trainhttp://en.wikipedia.org/wiki/Express_trainhttp://en.wikipedia.org/wiki/Passengerhttp://en.wikipedia.org/wiki/Passengerhttp://en.wikipedia.org/w/index.php?title=Fast_Passenger&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Fast_Passenger&action=edit&redlink=1http://en.wikipedia.org/wiki/Suburban_trainhttp://en.wikipedia.org/wiki/Suburban_trainhttp://en.wikipedia.org/wiki/Suburban_trainhttp://en.wikipedia.org/w/index.php?title=Fast_Passenger&action=edit&redlink=1http://en.wikipedia.org/wiki/Passengerhttp://en.wikipedia.org/wiki/Express_trainhttp://en.wikipedia.org/wiki/Mail_trainhttp://en.wikipedia.org/w/index.php?title=Super-fast_Expresses&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Super-fast_Expresses&action=edit&redlink=1http://en.wikipedia.org/wiki/New_Delhi


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3.2 ACCOMMODATION CLASSES

A standard passenger rake contains many coaches of different classes. The following table lists the

classes in operation. Not all classes may be attached to a rake though.

Class Description

1A The First class AC: This is the most expensive class, where the fares are on par with

airlines. Bedding is included with the fare in IR. This air conditioned coach is present only

on popular routes between metropolitan cities and can carry 18 passengers. The coaches

are carpeted, have sleeping accommodation and have privacy features like personal coupes.

2A AC-Two tier: Air conditioned coaches with sleeping berths, ample leg room, curtains and

individual reading lamps. Berths are usually arranged in two tiers in bays of six, four

across the width of the coach then the gangway then two berths longways, with curtainsprovided to give some privacy from those walking up and down. Bedding is included with

the fare. A broad gauge coach can carry 48 passengers.

FC First class: Same as 1AC, without the air conditioning. This class is not very common.

3A AC three tier: Air conditioned coaches with sleeping berths. Berths are usually arranged

as in 2AC but with three tiers across the width and two longways as before giving eight

bays of eight. They are slightly less well appointed, usually no reading lights or curtained

off gangways. Bedding is included with fare. It carries 64 passengers in broad gauge.

CC AC chair car: An air-conditioned seater coach with a total of five seats in a row used for

day travel between cities.

EC Executive class chair car: An air-conditioned seater coach with a total of four seats in a

row used for day travel between cities.

SL Sleeper class: The sleeper class is the most common coach, and usually up to ten coaches

could be attached. These are regular sleeping coaches with three berths vertically stacked.

In broad gauge, it carries 72 passengers per coach.

2S Seater class: same as AC Chair car, but without the air-conditioning.

G or UR General orUnreserved: The cheapest accommodations, with seats made of pressed wood

and are rarely cushioned. Tickets issued are valid on any train on the same route if boarded

within 24 hours of buying the ticket.
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CHAPTER 4

PASSENGER SERVICES

The Indian Railways, with their network of thousands of kilometers, transport over 1.4 crore

passengers every day. The sheer volume of passenger traffic entails upon the Indian Railways (IR)

to provide efficient passenger services. The Railways recognize this and have communicated their

vision in theirCitizens Charter on Passenger Services on Indian Railways. The charterpromises

safe and dependable train services, setting notified standards for various services, providing

courteous and efficient counter service, ensuring adequate passenger amenities in trains and at

railway stations and setting up responsive and effective grievance redressal machinery at various

levels for time bound resolution of complaints and grievances as far as possible. To give shape to

their vision, IR categorised stations into seven categories (A1, A, B, C, D, E and F) based on the

annual passenger earnings for provision of passenger amenities and has formulated guidelines

prescribing a quantitative scale for provision of minimum essential passenger amenities for

each category of stations and provided norms for augmentation of recommended amenities based

on actual passenger traffic handled at stations.

IR has taken various initiatives for providing efficient services at railway stations by identification

of model stations for provision of upgraded passenger amenities as well as other stations have been

identified for provision of certain touch and feel items to transform them into modern stations in

order to bring about visible improvements at stations. The year 2006 was also declared as the Year

of the Passenger Services with a smile.

These efforts have, apparently, begun to bear fruit. As even though, most passengers surveyed by

audit rated their overall experience with railways between five and six on a scale of ten, anoverwhelming majority (91 per cent) felt that services have been improving over the years.

This perception of the passengers and findings of audit indicate that while a movement forward

has begun, certain areas of concern still remain, which need to be addressed for realisation of the

Citizens Charters vision to the fullest.


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Indian Railways operates 8,702 passenger trains and transports around five billion annually across

twenty-seven states and three union territories (Delhi, Pondicherry and Chandigarh). Sikkim is the

only state not connected.

The passenger division is the most preferred form of long distance transport in most of the country.

In South India and North-East India however, buses are the preferred mode of transport for

medium to long distance transport.

A standard passenger train consists of eighteen coaches, but some popular trains can have up to

twenty-four coaches. Coaches are designed to accommodate anywhere from eighteen to seventy-

two passengers, but may actually accommodate many more during the holiday seasons and on

busy routes. The coaches in use are vestibules, but some of these may be dummied on some trains

for operational reasons. Freight trains use a large variety of wagons.

Each coach has different accommodation class; the most popular being the sleeper class. Up to

nine of these type coaches are usually coupled. Air conditioned coaches are also attached, and a

standard train may have between three to five air-conditioned coaches. Overcrowding is the most

widely faced problem with Indian Railways. In the holiday seasons or on long weekends, trains are

usually packed more than their prescribed limit. Ticket-less travel which results in large losses forthe IR is also an additional problem faced.


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4.1 FACILITIES FOR PHYSICALLY CHALLENGED

Government of India has enacted The People with Disabilities, Equal Opportunities and Protection

of Rights Act of 1995 to ensure social justice and to enable provision of equal opportunities and

facilities for the physically challenged. The comprehensive instructions for provision of passenger

amenities at stations issued by IR in January 2007 caters to this legislation by envisaging provision

of various amenities for the physically challenged such standard ramp with railing, nonslippery

walkway from parking lot to the station building, signage of appropriate visibility, drinking water

taps, toilets and at least two parking lots etc at all stations in the short term. The long term

facilities comprise provision of facility for interplatform transfer and engraving on edges of

platforms.

4.2 PORTER SERVICES

Indian Railways has provided porters at railway stations for the convenience of passengers

traveling with heavy luggage, those traveling with children, the old and infirm and others who

either cannot or do not wish to carry luggage on their person. IR has issued instructions to the

zones that the porter charges areto be reviewed every alternate year. For the benefit of passengers,

the porter charges fixed at the respective stations are to be displayed at the stations.

4.3 BRAKE VAN FACILITY

As per extant rules each passenger is allowed a free allowance of luggage varying from 35

kilograms in second class to 70 kilograms in AC First class and an additional marginal allowance

ranging from 10 to 15 kilograms, which he is entitled to carry with him in the compartment free of

cost and any excess luggage has to be carried in the brake van. Luggage carried by passengers in

compartments beyond the prescribed free allowance would be charged at more than the normal

rate.


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4.4 REFUND SERVICES

Existing rules provide that if a passenger is unable to obtain refunds across the counter for

untraveled partially travelled tickets owing to his failure to surrender tickets within the prescribed

time limit, he has to obtain refund from the Chief Commercial Manager (Refunds). IR has

committed in its Citizen Charter of Passenger Services that refunds in such cases would

ordinarily be settled within 90 days. The procedure requires the passenger to obtain a Ticket

Deposit Receipt (TDR) from the station and then claim refund in proper proforma from the Chief

Commercial Manager (Refunds) within 90 days from the date of deposit of TDR. Failure to apply

in the prescribed proforma within the prescribed time limit would result in the case being treated as

an unclaimed case, which would be repudiated and debarred.


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CHAPTER 5

SERVICES IN TRAIN

Indian Railways has also provided a commitment in its Citizens Charter on

Passenger Services of Indian Railways to ensure adequate facilities in trains apart from providing

safe and dependable service. Providing security in trains to traveling passengers is an essential

service keeping in view the increasing crime rate. Similarly, augmented first aid boxes,

communication facility and catering services are other facilities that are provided in trains. A

review of these facilities provided in trains disclosed that the security, medical and communicationfacilities provided were inadequate and ineffective.

5.1 SECURITY ARRANGEMENT IN TRAINS

Effective security arrangements on board the trains call for adequate deployment of escort security

on board the trains, provision of security equipment to the escort security and efficient

coordination between the Railway Protection Force (RPF), Government Railway Police (GRP) and

the commercial staff on board the trains. Norms have been prescribed for acquisition and provision

of various security related equipment in the zones.

5.2 MEDICAL AND COMMUNICATION FACILITIES IN TRAINS

Extant instructions (September 2000 and April 2001) of IR stipulated provision of Augmented

First Aid boxes in certain long distance trains was implemented by March 2003. The Augmented

First Aid boxes are to be placed under the charge of Train Superintendent or the Pantry Car

Manager and the Chief Medical Director is to ensure supply and refilling of medicines in

Augmented First Aid boxes as per demand. Similarly communication facility has been provided in

some select trains.


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5.3 CATERING SERVICES

Catering services in trains are provided by licensed caterers engaged by Indian Railway Catering

and Tourism Corporation Ltd (IRCTC). IR has a Memorandum of Understanding (MoU) with

IRCTC for revenue sharing, which also stipulates that IRCTC would enter into a standard

agreement with each zone for the every category of service provided. The MoU also envisages

an overseeing role for IR. IRCTC had to observe all rules and instructions issued by IR from time

to time. Indian Railway Medical Manual stipulates collection of at least two food samples every

month by each food inspector to ensure implementation of the provisions of the Prevention of

Food Adulteration Act, 1954.

5.4 SPECIAL PASSENGER SERVICES

There are several comprehensible and user-friendly services provided by Indian Railways. These

services have been designed to take some load off the railway ticketing and reservation department

all over the country.

1. Passengers can check their reservation status and send an enquiry to the department of railways

through an SMS. There are pre-defined keywords that are assigned to different types of queries.

2. Online booking and advanced reservation of rail tickets is another important feature provided by

the Indian Railways to facilitate convenient booking saving the time and energy of both the

corporation and the passenger.

3. Tatkal Scheme is a specialized service designed to allow urgent bookings in all classes except

First AC and Executive class. Tatkal e-ticket service is available on selected trains and the

reservation can be done as early as 2 days time up to chart preparation.


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5. Indian Railways operates certain reasonably priced tour packages across the nation for domestic

as well as foreign tourists. These tour packages are categorised under the Bharat Darshan plan,

with wide-ranging destinations and tourism packages. Tourism trains also ply in varied parts of the

country to introduce, re-introduce, live and re-live the real, ancient India, its heritage and culture.

Suburban Rail

Many cities have their own dedicated suburban networks to cater to commuters. Currently,

suburban networks operate in Mumbai (Bombay), Chennai (Madras), Kolkata (Calcutta), Delhi,

Hyderabad and Pune. Hyderabad and Pune do not have dedicated suburban tracks but share the

tracks with long distance trains. New Delhi and Kolkata have their own metro networks namelythe New Delhi Metro and the Kolkata metro respectively.

Suburban trains that handle commuter traffic are usually fifteen coaches, with an electric multiple

unit (EMU) at each end. The rakes in Mumbai run on direct current, while those elsewhere use

alternating current. A standard coach is designed to accommodate ninety-six sitting passengers, but

the actual number of passengers can easily double or triple with standees during rush hour.

Mumbai's rail transport is jointly managed by the Central and Western Railways. It has three lines,one managed by the WR and other two managed by the Central Railway. The Kolkata metro has

the administrative status of a zonal railway, though it does not come under the seventeen railway

zones.


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CHAPTER 6

TICKETING Annexure 2, 3

India has some of the lowest train fares in the world, and passenger traffic is heavily subsidized by

freight.Until the late 1980s, Indian Railway ticket reservations were done manually. In late 1987,

the Railways started using a computerised ticketing system. The entire ticketing system went

online in 1995 to provide up to date information on status and availability. Today the ticketing

network is computerised to a large extent, with the exception of some remote places.

Computerized tickets can be booked for any two points in the country. Tickets can also be booked

through the internet and via mobile phones, though this method carries an additional surcharge.

Discounted tickets are available forsenior citizens (above sixty years) and some other categories

of passengers including the disabled, students, sportspersons, persons afflicted by serious diseases,

or persons appearing for competitive examinations. One compartment of the lowest class of

accommodation is earmarked for ladies in every passenger carrying train. Some berths or seats in

sleeper class and second class are also earmarked for ladies. Season tickets permitting unlimited

travel on specific sections or specific trains for a specific time period may also be available.

Foreign tourists can buy an Indrail Pass, which is modelled on the lines of the Eurail Pass,

permitting unlimited travel in India for a specific time period.

For long-distance travel, reservation of a berth can be done for comfortable travel up to 90 days

prior to the date of intended travel.Details such as the name, age and concession (if eligible) are

required and are recorded on the ticket. The ticket price usually includes the base fare which

depends on the classification of the train (example: super-fast surcharge if the train is classified as

a super-fast), the class in which one wishes to travel and the reservation charge for overnightjourneys

If a seat is not available, then the ticket is given a wait listed number; else the ticket is confirmed,

and a berth number is printed on the ticket. A person receiving a wait listed ticket will have to wait
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until there are enough cancellations to enable him to move up the list and obtain a confirmed

ticket. If his ticket is not confirmed on the day of departure, he may not board the train. Some of

the tickets are assigned to the RAC or Reservation against Cancellation which is between the

waiting list and the confirmed list. These allow the ticket holder to board the train and obtain an

allotted seat decided by a ticket collector, after the ticket collector has ascertained that there is a

vacant (absentee) seat.

Reserved Railway Tickets can be booked through the website of Indian Railway Catering and

Tourism Corporation Limited,]and also through mobile Phones and SMS. Tickets booked through

this site are categorised in to iTickets and eTickets. iTickets are those, which are booked by a

passenger and then printed and delivered to the passenger for carrying during journey. eTickets are

those, which the passenger can print himself at his end and carry while travelling. For booking an

eTicket, one needs one of the authorised valid Photo Identity Card. Cancellation of eTickets are

also done online, without the requirement for the passenger to go to any counter. Non-reserved

tickets are available for purchase on the platform at any time before departure. A non-reserved

ticket holder may only board the general compartment class. All suburban networks issue non-

reserved tickets valid for a limited time period. For frequent commuters, a season pass (monthly or

quarterly) guarantees unlimited travel between two stops.

Billing and Payment: As soon as the tickets are booked by the customer they need to make the

payment on the spot, but it depends on whether the customer physically comes to the stations for

reservations or they are booking the tickets online or through the traveling agents. Major credit

cards are accepted by travel agents nowadays.
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6.1 TATKAL SCHEME

Tatkal means urgent. For the benefit of the genuine passengers who plan their journey at short

notice, a Tatkal Scheme for reservation has been introduced on Indian Railways. This facility

provides confirmed accommodation to the needy passengers on payment of nominal premium on

first come first serve basis. There is a premium to be paid for getting reservations against Tatkal

Quota.

Tatkal Scheme reservation starts only from 5 day in advance at 8.00 hours. After preparation of

charts, the reservation in Tatkal coaches will be done on the current counters specifically

earmarked if berths are available.

For getting reservation under this scheme the passenger has to produce a photo identity card/Credit

card with proper serial number or a voter card with photograph of the passenger or a driving

license or a Ration card with photograph. The identity card number of the passenger will be

printed on the ticket as well as on the Tatkal coach reservation charts. No refund is permissible

against confirmed tickets issued under this scheme.

The passengers booked under this scheme are required to carry the same identity card/credit card

on which the Tatkal reservation has been obtained, as the same is checked by the checking staff

during journey, failing which they will be treated as travelling without ticket and charged as per

extent rules. At present the system has been introduced in certain selected trains only.


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At present, the whole coach is not designated as Tatkal Coach. In each train, there is a 'Tatkal'

quota in 2A, 3A, AC Chair Car and Sleeper Classes in the following manner.

2A 4 Berths per Coach

3A 6 Berths per Coach

AC Chair Car 6 Seats per Coach

SL 10% of the accommodation per coach

The trains, in which standard utilization of 'Tatkal' accommodation during six months period is

80% or above, the accommodation to be assigned under 'Tatkal' scheme would be in the

subsequent manner.

2 AC 10 Berths per Coach

3AC 16 Berths per Coach

AC Chair Car 16 Seats per coach

SL 20% of the accommodation.


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Apart from the above given lists, there will be no defined 'Tatkal' train. After offering the seats in

'Tatkal' quota, if any seats are left, then they will be released to the passengers' in the waiting list.

The trains and classes with standard utilization of 80% or above (from Apr' to Sep') will be

realized from regular 'Tatkal' charges that are applicable for the peak period. 'Tatkal' charges are

provided as under:

TATKAL CHARGES

Class Class Non-peak Season (15th July -15th Sep) Peak season (16th Sept -

14th July)

2 AC 200 300

3 AC 200 300

AC Chair car 75 150

SL 75 150

According to a latest announcement by, Indian Railway minister Mamta Banerjee tatkal service by

Indian Railways will be more commuter-friendly.

Now on the passengers can avail of the new opportunity of booking their tickets for their exact

destination. They will no longer need to spend extra money if their destination is before the final

destination of the train. Earlier, they had no option but to pay for the entire route of the journey

even though they traveled for a small distance only.

Apart from this benefit for the railway passengers, there will be an increase in the number of seats

in the general category. The tickets can be booked from 8am onwards and the booking can be

made five days before the date of journey.


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6.2COUPON VALIDATING MACHINES(CVM)

Both the Western and Central Railways have introduced a system to help passengers avoid long

lines to buy tickets. They can opt for the coupon book, which contains various denominations of

tickets. These coupons can be punched at the validating machines placed near ticket counters. The

coupon books cost around Rs 30/- or Rs 50/-.

Mumbai Local Trains

Facts:

1. Trains do not run between 1:30 am and 4:30 am

2. There are fast and slow locals.3. The fast locals stop only at the main stations and slow trains stop at all stations.

4. Electronic indicators at all stations provide information on train

destinations and on whether the trains are fast or slow.

5. The ticket window clerk will also guide you about the platform from where you can get your

train.

6. There are two class compartments available on all suburban trains: I and II class compartments.

7. Children under five years can travel free. Children under 12 are charged half the adult fare.

8. Trains stop at suburban stations for about 10 seconds, so make sure youre prepared in advance

for boarding or getting out of the train.

9. There are special compartments available for ladies.


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6.3AUTOMATIC TICKET VENDING MACHINE- (SMART CARDS)

The modified scheme of Smart Cards for Automatic Ticket Vending Machine (ATVM) wasinaugurated by Shri E. Ahamed, Honble Union Minister of State for Railways at Chennai Egmore

railway station today.

The salient features of the scheme are as under.

1) The Smart Card is being issued for a minimum denomination of Rs.50/- with a security

deposit of Rs.30/- (previously Rs.50/-).

2) The card is issued up to a maximum value of Rs.2000/-.

3) Top-up/refill available in multiples of Rs.50/- up to a maximum of Rs.1000/-.

Presenting the Railway Budget for 2008-09 in the Lok Sabha today, the Minister of Railways, Shri

Lalu Prasad announced availability of rail ticket, monthly season ticket and platform ticket on

smart card in Mumbai Suburban Service.

This service would be launched by the end of next month. The Central Railways has already

started trial run for this purpose through public-private partnership.

The Railway Minister informed that the multipurpose card has been named Go Mumbai Card and

sale of bus tickets of BEST on this card has already started. These cards will be available at

stations, bus depots of BEST and various other locations in the city. He clarified that there would

be no extra burden on passenger for buying tickets through the smart card. However, only a

marginal fee would be payable on buying and recharging of the card.


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1.) Top Up and Renewals

How to Get Going:

Renewal of pass can be done 10 days in advance for Railways and 7 days in advance for BEST

from the date of expiry without losing a day.

Customer should maintain a minimum balance in the e-purse of smart card.

Minimum balance depends upon the station where the entry validation is done.

The longest fare from the entry point will be calculated as the minimum balance.

Minimum balance will be different for class I and class II.

For Railway application, a onetime refundable deposit of Rs.15/- and non-refundable processing

fee of Rs.10/- will be collected at the time of purchase of the card.

2.) Cost of Ownership

Subscription charges for BEST and Railway applications are given below:

Weekly Fortnightly Monthly Quarterly

BEST Rs.2/- Rs.3/- Rs.5/- Rs.15/-

Railway NA NA Rs.5/- Rs.15/-

A charge of Rs.2/- per loading of Rs. 500/- or part there off, for money load (recharge) shall be

levied.

Service Tax and Education Cess, as applicable shall be collected by Kaizen.


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3.) Refunds

The customer can return the card at any authorized Service Delivery Point of Kaizen.

The total un-utilized e-purse amount only will be refunded within 24 hours after proper

verification. Customer cannot claim refund for pass amount, card issuance fee, subscription fee or

identity card charge.

A nominal administrative/processing fee of Rs.10/- would be deducted at the time of refund.

A card not used for a period of 2 years shall be termed as a Dead Card. No refund of deposits or

balance un-utilized e-purse amount shall be made on such cards.

4.) Conditions of usage

Go Mumbai smart card is valid for 5 years.

For only e-purse in the smart card identity card (BEST/Railway) is not required.

Any Identity card (Railway/BEST) is valid for both Railway and BEST application.

For any enquiries/complaints please visit any of Go Mumbai Service Delivery Points OR call

Customer Service at +91-22-65139000 OR E-mail at [email protected]

5.) Available Services For Best Application

Type of Pass:

a.) Route Pass: Kilometer wise (From destination To destination) Max. 20 kms.

b.) City Limit Pass: Entire southern of Mumbai City, including Navy Nagar, R.C church up to

Sion & Mahim and extending up to Anik Depot from Wadala B.P.T Quarters. This pass is valid for

only Non-AC buses.
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c.) Suburban Limit Pass: Entire area covering right from Sion & Mahim up to CBD Belapur,

Thane & Bhayender (East), wherever BEST bus operation is in existence. This pass is valid for

only Non-AC buses.

d.) Magic Non-AC Pass: This pass is valid for only Non-AC buses. For entire BEST operational

area.

e.) Global AC Pass: This pass is valid for Regular AC and Non AC buses only and not on BRTS

buses. For entire BEST operational area.

f.) Diamond Pass: This pass is valid on entire BEST operational area including BRTS buses.

g.) Student upto SSC Pass: This pass is valid on all Non-AC/Non-BRTS buses between school

and residence only.

h.) Student upto HSC Pass: This pass is valid on all Non-AC/Non-BRTS buses between college

and residence only.

a) BESTDuration

Weekly, Fortnightly, Monthly, Quarterly, Half Yearly, Annual passes are available in BEST.

Concessions

Concessional rate are available for Senior Citizens excluding Students and Diamond passes.

b) Indian railways

Duration

Monthly, Quarterly seasons tickets are available in Railways.

Concessions

Concessions are not available in case of Railways.

There are no weekly and fortnightly season tickets available in case of Railways.


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i.) Using Go Mumbai Card With E-Purse And Season Ticket Facility In Mumbai Subarban

Railways

1) Journey Ticket

For validating your smart card for daily tickets in railways, smart card with e-purse balance is to be

shown to the validator while entering inside the platform. Within 4 hours the same smart card is to

be shown again to the validator while exiting from the railway station.

Smart Card should have a minimum balance equivalent to the fare for the farthest station for the

intended class of travel (I or II, as the case may be). Otherwise it will not be validated at the entry

station. Kaizen has installed separate validators for first class and second class passengers inside

the railway stations.

If the smart card is not shown twice within 4 hours as described above, the longest fare amount is

deducted from the e-purse balance. For smart cards with only e-purse application, no photo

identity card is required.

For Exit, smart card can be shown to any class of validator; the fare will be deducted depending

upon the class of validator on which the smart was shown at Entry.

While exiting from the station, you can show the smart card in any type of validator (I or II), the e-

purse amount will be deducted depending upon on which type of validator you have shown your

smart card while entering the station.


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2) Season Ticket

Season ticket holder on Smart Card should not validate the card at entry and exit stations.He must handover the card to the ticket checker, on demand for inspection.

3) Journey Extension on Season Ticket

Smart card with valid season ticket and adequate e-purse balance should be validated at entry

(class I or II) within the season ticket range and again once at the time of exit. He can also validate

at entry (class I or II) at a station outside the season ticket range and exit at a station within the

season ticket range.

Only the fare for travel outside the scope of season ticket will be deducted from the e-purse.

4) Platform Ticket

Show the card on the validator while entering the station and again while exiting the same station

within two hours of entry validation. Platform ticket fare will be deducted from the card.

If exit validation is done at the same station beyond two hours of entry validation then fare for the

farthest station for the class of entry will be deducted.

It is advisable to do entry at II class validator if the card is used for platform ticket.


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6.4 INDIAN RAILWAY ONLINE BOOKING Annexure 3, 4

Indian Railway is becoming technologically advanced and the fact that people can book their

tickets online confirms the statement. The people who know how to access internet on computers,

can easily get reservation done on the internet itself. Indian Railway Online Booking has certainly

changed the system of reservation in India. The best thing about this service is that one can get

reservation done, sitting at home before the computer.

One can book his/ her tickets at IRCTC's online reservation site (www.irctc.co.in). Indian Railway

Catering and Tourism Corporation (IRCTC) is a subsidiary or the marketing division of Indian

Railways. IRCTC handles the programme of online ticket booking. On 3rd August 2002, thesystem of online reservation was launched in collaboration with the Centre for Railway

Information Systems. Earlier, people used to stand in long queues before the counters at the

reservation centers, but online ticket booking has made things easier to a great extent.

Though the queues at reservation counters are still lengthy, yet they are in a better condition than

before. Those people, who don't have internet connection at home, can go to cyber cafes for the

booking. In case the user has a bank account in the banks listed on the page, then just by debiting

the bank account for the amount, one can also make the payment for the ticket. Not only this,

Indian railway online ticket reservation can also be made by using credit cards

State Bank of India (SBI) makes a railway card, which is useful in online booking of tickets. In the

vein of SBI, Federal Bank has also joined IRCTC to facilitate customers in online reservation by

means of Fed Net principle. One can make reservations online by simply debiting the Federal

Bank account from anywhere in India or abroad. Another advantage for customers of Federal Bank

is their tickets are delivered without any charge.

Indian Railways Online Ticket Booking is also of immense help to the people who don't have

much time. At the time of online reservation, one can see two types of tickets namely I-tickets and

E-tickets that are offered. E-tickets are the electronic tickets offered by the Indian Railway. Once a


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confirmed ticket appears on the screen, one can take a printout of the ticket. For heading towards

journey, one is required to take the e-ticket along with an appropriate identity card.

I-tickets are actually Indian railway tickets that are required to be booked some days prior to the

actual date of journey. These tickets can be availed after filling in the required data. I-tickets are

sent to the address provided in the form. To avail this service, one has to pay a small fee including

the courier charges. This service has made the system easier and people can get tickets at their

doorsteps without any hassles.

CONCERT - (COUNTRY-WIDE NETWORK FOR COMPUTERIZED)

ENHANCED RESERVATION AND TICKETING -

Developed by CRIS is a total networking solution to Indian Railways Passenger Reservation

System. Indian Railways computerized Passenger Reservation System (PRS) currently operates

from five regional centres located at Delhi, Bombay, Calcutta, Madras and Secunderabad. CRIS

was assigned the task of development and implementation of the new software incorporating

networking for Indian Railways thereby interconnecting the five PRS centres. The new On-line

Passenger Reservation System -CONCERT - developed using client-server model for distributed

computing is a total solution to the networking of the PRSs. Thus PRS network of the IndianRailways will enable reservations in any train, date, or class, between any pair of stations to the

travelling public on about 2000 terminals across the country. Under the network environment it is

proposed to provide "Universal Terminals". Universal Terminals are those from where any

reservation activity on network can be done transparently


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INDIAN RAILWAYS PLANS LEAP INTO THE CYBER AGE

Indias state-owned railways, one of the largest and most profitable networks in the world, plan to

leap from the steam to the cyber age with a budget aimed at advancing electronic ticketing and

developing 50 world-class stations.

Mamata Banerjee, new railways minister, who presented the budget to parliament on Friday, said

the government and private partners would transform big terminuses, including Mumbai, Delhi,

Calcutta and Bangalore, to raise them to international standards with shopping, hotels and

telecommunications.

Indian Railways carries 20m passengers a day and employs 1.4m people. Many stations in big

cities are overcrowded and largely uncontrolled, with many passengers camped on the platforms

and beside the tracks. Deaths are an everyday occurrence.

Ms Banerjee said the network would expand e-ticketing, introduce automated vending machines

and issue SMS updates to travellers to confirm travel plans.

Indian Railways would accelerate the development of its fibre-optic cable network for commercial

uses, enlisting the leadership of Sam Pitroda, one of the leading minds behind Indias information

technology revolution over the past 20 years.

Everyone knows that India is changing and changing rapidly. Indian Railways has been trying to

keep pace with this change ... [Indians] want better connectivity, more employment opportunities,

Ms Banerjee said.

To modernise its customer service, Indian Railways has already launched a successful internet and

telephone booking system, and is considering the introduction of Japanese-style high-speed bullet

trains. The rail network of 63,000km of track is supported by a 24-hour call centre service, used by

about half a million callers a day.

In spite of the improvements, trains and platforms pose a serious risk to travellers. Alongside the

threat of collision and overcrowding, concerns over sanitation run high.
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