Indian Railways: Emerging Trends in Passengers Services

By Puri, Anu Verma; Verma, S. K. | International Journal of Education and Management Studies, December 2017 | Go to article overview

Indian Railways: Emerging Trends in Passengers Services


Puri, Anu Verma, Verma, S. K., International Journal of Education and Management Studies


To revive the relations and bring back the trust of the passengers back, the Ministry of Railways under the guidance of Shri Suresh Prabhu has started many initiatives for people's welfare and make their journey comfortable. With the existing image of Indian Railways in mind, the passenger's resist to opt IR as their first priority. The paper is an attempt to make the passenger's aware of the new initiatives introduced by Indian Railways and they can avail these new services and experience quality travel through IR. It will help IR to reach new heights in the path of growth and National development.

Purpose of the research study

The study is Exploratory in nature. The information collected is based on the primary and secondary sources such as Railway officials, Achievement Report of Ministry of Railways, Website, Railways (Vision, 2020) document, internet, newspapers, books, articlesjoumals etc.

A large population from all age groups travel through Railways to commute from one place to another for different purposesemployment, education, Health, religious, social etc. It promotes cultural, social, religious, financial and geographical dimensions of the country. Over the years, they have been experiencing poor quality of services. Their experience is worsening day by day. Hence, the passengers of the IR have shown dissatisfaction towards the Department of Indian Railways for its working and delivery of the passenger services both in trains and at the Railway Stations. Due to poor delivery of services and lack of initiatives in the proper direction, the performance of Department of Railways has been declining progressively. It is becoming difficult for IR to maintain itself.

For sustainable development, Modernization oflndian Railways (IR) is the need of the hour.

Poor quality of delivery of the passenger services and lack of social and Professional responsibility on part of the Railway administration has resulted in making IR lag in performance delivery to cater to the aspirations of its users and meet the global challenges. The present Government under the leadership of Railway Minister Suresh Prabhu has taken many initiatives to bring back the trust of the citizen's towards the Department of IR. This study is an attempt to create awareness among the people about the initiatives taken by the Ministry of Railways and make improvements to enhance the travel experience of the service users during the course of theirjoumey and bring them back on the track.

Emerging trends in the passenger services

IR has been regarded as an agent of Inclusive Growth and fosters National Integration. Having a lot of potential, if utilizedjudiciously in the right direction at all levels of Railway Administration and covering all possible and anticipated issues, IR can again bring its charm back. It can reach new heights of achievement and satisfaction towards nation's growth and development.

The document of Ministry of Railways "(Vision, 2020)"1 presented by Mamta Banerjee in July 2009 addresses four strategic national goals as follows:

* Inclusive development both geographically and socially;

* Strengthening National Integration

* Large-scale generation of productive employment;

* Environmental sustainability.

Vision, 2020 addresses the challenging tasks of development of contemporary India in terms of Economic Growth, Environment friendly, Expansion of infrastructure, Zero tolerance for accidents, Reinventing of Passenger and Freight services, High-speed Rail etc. It thus gives the Plan for the development and Revamping of the Indian Railways by the year 2020. The objective of document (Vision, 2020) is to exhibit a layout plan to enable IR to meet the expectations of the passengers and play its rightful role as the catalyst of nation's economic development in the times ahead as:

"Indian Railways shall provide efficient, affordable, customerfocused and environmentally sustainable integrated transportation solutions. …

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