From a lumbering PSU to a smart service provider: How railways changed the way it serves you


From a lumbering PSU to a smart service provider: How railways changed the way it serves you

Indian Railways used to be notorious for being tardy and dirty. Add to that its utter indifference towards passengers who had to stoically put up with numerous deficiencies in services. The railways, at its best, merely took you from point A to B — and not often in time or safely. As a public-sector enterprise, it was as responsive to customers as most of its kind.

All that is changing now. Though there’s still a lot to be done, the railways have managed to shed the image of a state entreprise impervious to change and aloof to its customers’ needs. A large number of new customer services has made the railways more customer-oriented. Here’s a list of services introduced during the four years of the NDA government.

1. Free WiFi

To promote Digital India, the railways tied up with Google in 2016 to offer free WiFi at railway stations across India. Today, it offers the service at more than 700 stations and covers eight million people a month. The service offers 30 minutes of free internet access to passengers.  Read More

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