Railways Plans To Deploy “Undercover Men” To Keep Service Quality In Check

In order to keep track of whether proper services are provided in trains and railway stations, Indian Railways have given a new proposal to keep an eye on the issue. The “undercover mystery men” will be used to see if there is any defect anywhere on Thursday.

Called “mystery shoppers” they will look like normal passengers, but keep a keen eye on amenities — food, staff behaviour and quality on trains and at stations — and rate them on their performance.

It has been informed by the Ministry of Railways that the railway is thinking of “undercover” people, who will monitor the quality of food, use of staff while providing services.

  • This is one of the many ideas to monitor services by Railways, officials said.
  • Railway passengers fell ashamed after seeing the tea being made from sea water.
  • Ministry of Railways has installed 16 kitchen cc cameras in 200 kitchens.

“They shall buy the food as a normal passenger and give feedback about the quality of the food, staff behaviour, amenities and rate the staff on their performance live to the ministry,” the official said.

According to the official, this is one of the many ideas that the Railways is planning to implement to monitor the services it provides.

This system was developed in the early 20th century in the US and UK by firms wanting to evaluate standards being maintained by employees. Now, it is the chosen method of big companies to rate their services from the standpoint of consumers.

The “mystery shoppers” will have set parameters by which they will rate the amenities by interacting with passengers, staff members and other officials and submit a report based on their findings, the official said.

The official also said that the Railway Board is in the process of deciding if the Quality Council of India can be roped in to carry out the shopping and if NGOs and other civil society groups can also be engaged for the purpose.

Piyush Goyal said that this system is only for the satisfaction of the passengers. Already the Ministry of Railways has installed 16 kitchen cc cameras in 200 kitchens. The rest of the cameras will be started very fast. In Delhi, Mumbai and Bhubaneswar, ICTC’s kitchen will see what is being cooked.

Also, passengers can see live cooking from other places. In that case they will not be able to see live kitchen work on the IRCTC website. Railway Minister Piyush Goyal said this also. He said, we’ve got an app for that. Through that app, the passengers will have the opportunity to see how the work is going on in the kitchen during the visit.

The identity of the mystery shopper will not be revealed at any point to field officials in order to ensure that transparency in the process is maintained, the official said.