(a) Whether the Railways have drawn up an ambitious programme
to revamp and transform their catering and other passenger services
to match with standards certification norms;
(b) If so, the details thereof;
(c) Whether some call centers have also been planned across the
country for handling and forwarding complaints in this regard;
(d) If so, the details thereof;
(e) Whether public-private participation is likely to be leveraged considerably; and
(f) If so, the details thereof?
MINISTER OF STATE IN THE MINISTRY OF RAILWAYS (SHRI R. VELU)
(a) and (b) Improvement in catering services is an ongoing process.
As per Revised Catering Policy, 2005, Zonal Railways and Indian Railway
Catering and Tourism Corporation (IRCTC) are to make endeavour so that
all catering services including those operated by small licensees are ISO
certified. Provision of amenities at stations is a continuous process and the
same is undertaken based on the volume of passenger traffic handled at the
station subject to relative priority of works and availability of funds.
However, with a view to provide upgraded passenger amenities at stations, 578
stations have been identified as model stations.With a view to improve reserved
ticketing system, initiatives like internet tickets/e-tickets, ticketing through mobile
phones have been undertaken.
(c) to (f) : In view of making the facility of rail telephone enquiry available
to maximum number of telephone users, Railways are setting up Integrated
Train Enquiry System which will consist of both Interactive Voice Response
System (IVRS) and manual enquiry provisions for dissemination of information
on train running status, PNR status and availability of accommodation, fares,
rules and regulations etc. This system has been set up at Patna and Bangalore
and more such centres are planned.