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EASTERN RAILWAY LAUNCHED A SPECIAL PASSENGER SATISFACTION DRIVE
Kolkata, June 20, 2023:
Indian Railways always try to maintain a high level of passenger satisfaction. Marching ahead in this direction Eastern Railway after consulting with Railway Board is going to formulate a multi-disciplinary team of officials comprising officials from the Commercial, Operating, RPF, Mechanical & Electrical wings. 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 a high standard of amenities. The team will look after the following specially along with other aspects of passenger satisfaction :
• Control of over-crowding & unauthorized 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 about the 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 the next 15 days with a special focus on 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 the highest degree of comfort for the passengers.
Several facilities have already been stepped up at Howrah station viz 1)Help Desk for the guidance of unreserved passenger is opened, 2)A team of officer comprising has been formed for immediate redressal of grievances and passenger satisfaction, 3)Queue management for General Second Class passenger by RPF is ensured, 4)Sale of Janta Food Packet is ensured, 5) Cleaning of Howrah station is ensured, 6) For the convenience of blind persons, full Howrah station is mapped by Braille script, 7)Coach cleaning is ensured,8) Opening of peak hour counter as and when required, 9) Running of ATVM counter smoothly by engagement of facilitator, 10) deployment of supervisor at peak hour for ticket dispensation, 11) strengthening of enquiry office for the fast reply of queries, 12) Availability of potable water in drinking water booths, 13) Availability of Rail Neer Packaged Drinking Water at all vending stalls.
In Sealdah also, under the supervision of a multi-disciplinary team, emphasis has been laid on intensive cleanliness of coaches, crowd management, the opening of the additional ticket counters, 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 for the arena, etc.
Similar measures have also been taken at the Asansol and Malda Divisions of Eastern Railway on the occasion of the “Passenger Satisfaction Drive” in Eastern Railway.
