contractor while submitting a bid individually or as part of a JV/consortium/partnership in the same bidding process

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contractor while submitting a bid individually or as part of a JV/consortium/partnership in the same bidding process Agreement Period under this Agreement or termination of the Agreement by a Termination Notice

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~I-IT~1 ~i~’i~ /
overnment of India
~7c.
-
~T i.i ~ I ~1 g / Ministry of Railways
Azad~ Ka
Amrit Mahotsav
(~[~ ~i~) / (Railway Board)
No. 2023/NFR/14
New Delhi
E-officeno. 3401606
Dated: 23.11.2023
(Commercial Circular No.29 of 2023)
The General Manager,
Southern Railway,
Chennai.
Subject:
Pilot Project of Yatri Seva Anubandh (YSA) Initiative on 06 pairs of
Vande Bharat (VB) trains — regarding
In the transformative era of India’s ‘Amrit Kaal’, Indian Railways is committed to
enhance the passenger experience and bring a qualitative change in on-board services. At
present, various types of on-board activities and passenger services, viz., food and beverage,
housekeeping services, and advertising rights are being managed separately by different Service
Providers. In order to improve service quality, Indian Railways has conceptualized the pilot Yatri
Seva Anubandh (YSA) initiative to be implemented on 06 pairs of Vande Bharat trains plying
over Southern Railway as a proof of concept.
1.
Objective and Preamble:
a.
The vision of pilot YSA initiative is to improve the quality of on-board passenger
services by providing SampoornYatn Seva) to ensure ~HL4,I~ ~-~~J[
~4~- ~E1T
~J-~
(SAFAI BHI -SUVIDHA BHI- SEVA BHI).
b.
The pilot initiative aims to enhance passenger experience, provide greater choice in
food and beverages, and ensure ease of travel by providing additional value-added
services to passengers like concierge services, on-board infotainment and access to
travel essentials and accessories.
c.
The pilot YSA initiative aims to bring a qualitative shift in the focus towards service
outcomes through passenger driven performance appraisal system and holistic
evaluation of service.
2.
Governing framework of pilot YSA initiative for 06 pairs of VB trains over
Southern Railway: The Vande Bharat (VB) trains covered under the pilot YSA initiative
would be governed by the guidelines stipulated in this YSA Commercial Circular.
Consequently, all instructions issued by various stakeholder departments (Environment
and
Housekeeping
Management,
Tourism
and
Catering,
Telecom,
Mechanical
(Coaching), Passenger Marketing/Commercial, Non Fare Revenue) from time to time
stand modified for these Vande Bharat trains (listed in Annexure-l of SBD), w.e.f. date
of issue of these YSA guidelines.
Page loflO

3.
Broad scope of pilot YSA initiative: Apart from improving service quality and
passenger experience, YSA also aims to reduce expenditure currently being incurred by
JR on housekeeping through service integration (one Service Provider per train) and
provide access to the Service Provider (SP) to revenue verticals such as advertising
(inside trains) and permission to provide ancillary services. Accordingly, the SP shall
provide the following in an integrated manner, complying with all applicable laws,
government acts, rules, regulations and codal provisions. The Service Provider (SP) for
the pilot YSA initiative shall:
a.
Provide housekeeping in all coaches free of charge to passengers.
b.
Serve prepaid meals as per the menu and tariff notified by IR from time to time.
c.
Sell a la carte food and beverages to passengers at pre-published rates.
d.
Provide passengers with value-added services like concierge, infotainment, and
sale of travelling essentials and other items on payment basis.
e.
Handle onboard passenger grievances.
f.
Resolve minor faults like a jammed door, a latchlloose nut/leaking tap, etc.,
with the aid of a simple tool kit.
g.
Maintain the standard of onboard services as stipulated by Ministry of Railways
from time to time.
In addition to the above:
g.
The SP would also exclusively provide e-catering based delivery of food for
passengers travelling onboard YSA VB TRAINS. The SP shall ensure that the
rates of F&B items provided via e-catering are reasonable and comparable to
market rates.
h.
The SP shall also be exclusively permitted to advertise inside coaches as per
regulations and extant guidelines. General and specific guidelines of a

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• Related: No. 2023/Catering/600/06
• Related: No. 2011/TG-III/600/34

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