Revamp the Railways

Ever try to book a train ticket with Indian Railways, go to a counter or on the internet I promise it will be a painful experience. Being the monopoly Railways treat passengers with contempt. There is nothing like customer service and no concern for passenger’s travails. At their counters there will be long winding queues with passengers waiting patiently for their turn. All of them carry a piece of paper containing their travel information, the officer on the other side who is supposed to guide and advise the passengers will behave as if he is doing a favor by issuing a ticket.

Even more frustrating will be booking a ticket online, the online portal is unresponsive and excruciatingly slow. I am sure Railways management is aware of this but not doing enough to upgrade the hardware and software, why the delay no one knows. There are allegations that the online system is rigged to favor agents. This should be investigated.

All in all for the Railways passengers go to it and seek service so go and take a hike this is the quality of service I will give you is the attitude.
Having said that there is no doubt IR operates a complex network carrying over 30 million passengers and 2.8 million tons of freight daily. This institution literally carries India and does a phenomenal job with the available resources and constraints. But should that be the reason for lack of customer care and safety focus by the Railways.

The recent accident at Nellore which consumed 50 lives is a case in point, such incidents happen quiet frequently and we wait for the next one to happen. There is a real need to look at the passenger safety by the Railways. It is almost like it is ok for an accident to happen we get away with an ex-gratia payment of 5 lakh per victim.
Recently Jairam Ramesh said that Indian Railways is the largest open toilet in the world, this is known for ever, what is the Railways doing about it. They still want 5 years to make all the passenger compartments fitted with bio-degradable toilets. When will they stop carrying passengers like cattle?

IR may be providing the most economical fares in the world per/km of travel, we are a poor country etc but that cannot be a reason for the lack of safety, hygiene and customer service.

The enormous assets possessed by IR should be put to good use, capital should be raised using these resources and passenger amenities and safety improved. A large and prospering Indian middle class will pay higher charges for a decent service.
Finally a general compartment should not mean making passengers seat on wooden benches. IR should move on from their age old British definitions and provide more comfortable facilities for all passengers.

IR should be revamped to reflect a modern and prospering India not like a beaten up and depressing institution.