Indian Railways is set to strengthen monitoring of catering services and speed up action on passenger complaints received through Rail Madad as part of efforts to improve food quality, hygiene and accountability, according to The Indian Express.
The move was discussed during a review of the IRCTC War Room at the IRCTC office on Monday by Railway Board Chairman and CEO Satish Kumar. The review examined the systems currently used to monitor catering operations and passenger feedback, with the Railway Board calling for greater use of technology and more responsive monitoring.
Rail Madad complaints to get closer monitoring
Kumar directed officials to further automate the Rail Madad interface so passengers can communicate their concerns with the relevant system more easily. Officials were also asked to monitor complaints more closely and, where required, speak directly with passengers to understand their concerns and ensure appropriate resolution.
The Railway Board also sought greater accountability from agencies responsible for inspecting catering facilities. Inspecting agencies will have to systematically record deficiencies identified during inspections as well as their own performance.
“To strengthen accountability of inspecting agencies, the CRB directed that each inspecting agency should systematically post details of deficiencies observed as well as performance during inspections, enabling their work to be continuously monitored and evaluated,” the Ministry of Railways said in a release, reported The Indian Express.
The move is expected to provide railway authorities with a clearer picture of recurring problems and the effectiveness of agencies responsible for identifying them.
More cameras planned for railway kitchens
The review also examined the use of cameras to monitor catering kitchens in real time. Four camera feeds are currently available for monitoring kitchen operations, while additional surveillance is now being planned.
The Railway Board has directed that cameras be installed in areas used for storing raw materials. PTZ (Pan-Tilt-Zoom) cameras will also be added to provide wider coverage of kitchen operations.
Video monitoring and inspection findings were used to identify the kitchen at Anantapur in South Central Railway as an area requiring improvement. The preparation of roti and paratha was also flagged for closer scrutiny, with officials asked to examine the process and identify gaps that could affect food quality.
The performance of third-party catering inspection agencies was also reviewed. The Railway Board said agencies that repeatedly fail to perform effectively should face appropriate action.
“Agencies whose performance is found to be consistently ineffective should be reviewed for appropriate action, including delisting wherever warranted, to ensure that inspection mechanisms deliver the intended quality assurance,” reads the release.
AI alerts to trigger corrective action
The review further examined AI-based monitoring systems being used to detect issues such as rodents, cockroaches and other deficiencies in catering facilities.
The Railway Board stressed that identifying a problem through AI-based surveillance should be followed by action. Officials were asked to issue warning letters and take appropriate corrective or deterrent measures when such deficiencies are detected.
“The review underscored the need for more effective inspections, stronger technology-enabled monitoring and prompt follow-up action to continuously improve the quality of railway catering services. The initiatives are aimed at strengthening passenger confidence, improving food quality and hygiene standards, and ensuring a more responsive and passenger-centric catering ecosystem across Indian Railways,” it said.