Eastern Railway launches special ‘Passenger Satisfaction Drive’ for the convenience of commuters

Indian Railways always try to maintain a high level of passenger satisfaction. Marching ahead in this direction Eastern Railway after consulting with the Railway Board is going to formulate a multi-disciplinary team of officials from Commercial, Operating, RPF, Mechanical & Electrical wing.

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  • Such a multi-disciplinary team will be deputed at all major and busy stations to monitor different aspects related to passenger satisfaction so that the passengers can get all kinds of assistance and services from Railways with high standards of amenities.
  • The team will look after the following specially along with other aspects of passenger satisfaction:
    • Control of overcrowding & unauthorised travel in trains.
    • Cleanliness in trains.
    • Ensuring cleanliness of all coaches including toilets in General Second Class coaches at notified “Clean Train Stations”
    • Addressing complaints of availability of drinking water in trains.
    • Ensuring proper watering of coaches.
    • Addressing any other issues related to passenger amenities.
    • Punctual running of trains.
  • Shri Amar Prakash Dwivedi, General Manager, Eastern Railway already instructed Divisional Railway Managers of Howrah, Sealdah, Asansol & Malda Division of Eastern Railway to depute officers from all concerned departments at major stations with immediate effect to launch a special drive for passenger satisfaction.
  • This special “Passenger Satisfaction Drive” at all stations over Eastern Railway’s jurisdiction will be continued for next 15 days with special focus to the stations like Howrah, Sealdah, Asansol, Jasidih, Malda Town, Bhagalpur etc. where the rush of passengers is heavy.
  • General Manager, Eastern Railway reminded all concerned that passenger satisfaction is the motto of Indian Railways and no stone will be left unturned in Eastern Railway to provide highest degree of comfort for the passengers.
  • Several facilities have already been stepped up at Howrah station viz;
    • Help Desk for guidance of unreserved passenger is opened,
    • A team of officer comprising has been formed for immediate redressal of grievances and passenger satisfaction,
    • Queue management for General Second Class passenger by RPF is ensured,
    • Sale of Janta Food Packet is ensured,
    • Cleaning of Howrah station is ensured,
    • For the convenience of blind persons, full Howrah station is mapped by Braille script,
    • Coach cleaning is ensured,
    • Opening of peak hour counter as and when required,
    • Running of ATVM counter smoothly by engagement of facilitator,
    • Deployment of supervisor at peak hour for ticket dispensation,
    • Strengthening of enquiry office for fast reply of queries,
    • Availability of potable water in drinking water booths,
    • Availability of Rail Neer Packaged Drinking Water at all vending stalls.
  • In Sealdah also, under the supervision of multi-disciplinary team, emphasis has been laid o­n intensive cleanliness of coaches, crowd management, opening of additional ticket counter, special cleanliness drive at waiting halls and seating arrangement for the passengers at station platforms, checking proper working condition of fans and water taps, availability of packaged drinking water at vending stalls, continuous monitoring at ladies waiting arena etc.
  • Similar measures have also been taken at Asansol and Malda Divisions of Eastern Railway o­n the occasion of “Passenger Satisfaction Drive” in Eastern Railway.

Source: Eastern Railway- Press Release | Image Credit (representational): Eastern Railway