Indian Railways starts collecting feedback about basic amenities through phones using IVRS based system

Indian Railways starts collecting feedback about basic amenities through phones using IVRS based system

Ministry of Railways
Press Information Bureau,
Government of India.

17-July, 2015

Railway PSU IRCTC entrusted with this task of collecting feedback

With a view to improve passenger amenities in running trains and stations, Indian Railways has started collecting feedback from the public about the basic amenities from this month. Collecting this kind of feedback is in line with the emphasis given by Minister of Railways Shri Suresh Prabhakar Prabhu on the best connect between railway administration and railway users.

The job of collecting this significant feedback has been entrusted to its own PSU namely “Indian Railway Catering and Tourism Corporation (IRCTC)”. The feedback is being collected by IRCTC through Interactive Voice Response System (IVRS) with the number +91-139. Under this system, travelling passengers are being contacted randomly on their mobile phones to gather their feedback about the facilities provided by the Railways in six areas, namely, cleanliness of station/platform/train, quality of catering, level of cooling of AC, quality of food, punctuality of train and quality of bedrolls.

Out of the six facilities, a passenger is asked to send his/her feedback on only two facilities. They are given three options of pressing on mobile – 2 (Two) for Good, 1(one) for Satisfactory and 0(Zero) for unsatisfactory/Bad – with regard to a particular amenity.

On an average 60-70 calls per day per train are being made and efforts are done to make approximately one lakh successful calls per day to passengers of mail / express trains.

The feedback will help improve passenger amenities and also help fix accountability of service providers.

PIB