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| Circular number | Commercial Circular No. 38 of 2006 |
|---|---|
| File number | No.2006/TG.HI1/645/4 |
| Type | Commercial Circular |
| Topic | catering |
| Official PDF | indianrailways.gov.in |
On-board Services ‘The service quality parameters should be quantified and there should be a
GOVERNMENT OF इधर 4 / BHARAT SARKAR
MINISTRY GF RAILWAYS / RAIL MANTRALAYA
(RAILWAY BOARD)
No.2006/TG.HI1/645/4 April 28, 2006
"Managing Director /IRCTFC
{ Commercial Circular No.38 of 2006)
Sub: On-board Services.
There are guidelines for on-board services to be provided by a service
As an item of passenger amenity, on-board services should be provided as a
distinct total service and it should cover the entire ambit of customer services on the
train. Recently, Hon'ble M.R. has announced this to be taken up on priority
Relevant Para: 49 of Budget Speech 2006-07 of Hon'ble M.R. is given below -
“Para:49 IRCTC has been entrusted with the entire responsibility of
providing all passenger amenities in Mail and Express passenger trains.
Corporation will award licence through open bidding tp provide alf services
including catering, bedroll and cleanliness of trains and toilets. These services
will also be. made available on such Mail and Express trains, which do not have
a pantry car, Feedback forms taken from passengers will be monitored through
@ computerized system and all possible efforts would be made to improve
services based on these suggestions. All these activities will be started on &
few trains a3 ७ pilot project. On successful implementation, it wouk! be
extended to other trains.”
2 it is proposed to provide customer-friendly modern on-board services on all
passenget trains. The effort should be to provide searniess customer service during
travel for the passengers. It should be our endeavour to provide good value to the
customers and eventually give customer delight.
3. This new important passenger amenity, which is known as
‘On-board Services’ (OBS) will be a comprehensive and complete on-board service.
These services will be upgraded from time to time.
4. Initially, a pilot project should be started for commencing these on-board
services by calling open tenders. Thereafter, the detailed specification of the services
should be finalized for extending it to al! the tains. Following three trains,
which have pantry cars, should be considered for the purpose of integrated services:
4.1 Tamil Nadu Express.
4.2. A.P. Express.
4.3 Gitanjali Express,
5 Simultaneously, following three trains in which pantry cars are not attached
and train side vending (TS¥V} is required to be provided should be taken up for
On-Board Service
$.1 Ashram Express Dethi - Ahmedabad
5.2 Shalimar Express Delhi — Jammu Tawi
5.3. Lucknow Mail -. NDLS-LKO
6. COMPONENTS OF ON-BOARD SERVICES:
61 fi) Catering.
(ti) Bedroll services.
{tii) Chaning of toilets
(iv) Cleaning of coaches
{¥) On-board cleaning of toilets and coaches will have to be done in all the
- A.C, coaches and sleeper class and general coaches. The basic
. cleaning in washing line will continue to be as at present.
{vi} Announcement / vocal music (instrumental) on the train
(vit) Provision of toilet soap and fresh towél for 1°-A.C. passengers
(viti} Freshener / Atr purifier / liquid soap enroute
{ix} Headrest with cover in Shatabdi
(x) Travel guide facility regarding availability of hotels, cat rentals.
62 Any other passenger amenity item, which may be added tater on: [RCTC wilt
prescribe distinctive colour scheme of uniform for support staff. The staff will
not be allowed to handle food under any circumstances.
7. REVENUE STREAMS;
7.1 Following streams of revenue wil! be permitted to the On Board Service
Provider (OBSP)
{i} Meal] charges as prescribed to be charged from the passengers for trains
. Other than Rajdhani / Shatabdi trains. Bedroll charges @ Rs.25/- for
. passengers travelling in A.C. classes, which will be paid by Railways.
(ii) Meal charges a5 prescribed for Rajdhani / Shatabdi trains as also
bedroll charges @ Rs.25/- for passengers travelting in A.C. classes will
be paid to service provider.
(iit) Service provider will be permitied to charge @ Rs.25/- per bedroll
provided to the passengers in sleeper classes directly (on demand).
A receipt should be
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