Indian Railways take various measures to improve the quality of its services. This is a continuous process.
• In the area of passenger amenities there has been significant improvement in the level of passenger amenities provided at stations over the years. Comprehensive norms for provision of passenger amenities at various stations already exist including escalators and lifts are being provided at important railway stations.
• Ticketing facilities/services have been expanded, upgraded, diversifies and made more user-friendly. This is a dynamic process.
• It is the continuous endeavour of India railways to provide good quality hygienic food to railway passenger. Improvement in the quality of catering services is an on-going process. A mechanism for monitoring and supervision has been put in place by deploying railway personnel, who check quality and hygiene through regular, surprise and periodical inspections and take corrective action. Catering Services Monitoring Cell with a toll number 1800-111-321 at national level has been set up for real time redressal of complaints. Similar monitoring cell are also functioning on zonal railways. A transparent contract awarding, management and monitoring procedure has been defined to ensure quality covering provision of Third party audit of quality and mandatory ISO (Indian Standards Organization) certification of Base Kitchens.
• Every year new trains are introduced taking into consideration demands in various sectors of the country within the resources available. The demand analysis is based on waiting lists in various sectors of the country, representation made by public representatives, etc. Accordingly, new trains including Special trains, Premium trains, Jansadharan express, Ladies Special suburban services, etc. are introduced. New coaches such as more and more LHB coaches, double decker coaches, etc., are also inducted into the system.
This information was given by the Minister of State for Railways Shri Manoj Sinha in written reply to a question in Rajya Sabha today.