Indian Railways - Enquiry and Current Status

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Today the Indian Railways Enquiry system has three different gauges based upon the track areas and rail traffic. These are the Broad Gauge, Meter Gauge, and Narrow Gauge. Broad gauge is used in areas that have heavy traffic, meter gauge is used where there is less traffic and narrow gauge is used in mountain ranges like Nilgiri Mountain Railway and Darjeeling Himalayan Railway. These three gauges are further divided into 17 different rail zones.

The 139 service, whose call centres are in Delhi, Mumbai, Chennai and Kolkata, is a revolutionary concept. It can be a good benchmark for public sector units' serving customers, not only in terms of services provisioning, but also in terms of the business model," says Nilaya Varma, associate director at PricewaterhouseCoopers.

Already 139 employs about 2,000 people and draws over six lakh calls a day, which is expected to rise to 2 million calls by the year end. The system has the capacity to handle an astonishing 20 million calls a day, and more. "Indian Railways Enquiry is a service that is a revolution in the making. It will change the way a customer interacts with the Railways," says Nalin Shinghal, managing director of IRCTC.

Another atribute which other PSU's can get inspiration from is IRCTC's indebatable emergency services, despite the 300 pre cent redundancy. This was evident during a series of agitations led by Gujjar leader Kirori Singh Bainsla.