New Delhi, June 15: The Indian Railways is considering deployment of “undercover mystery men” to check for any flaws and monitor its services. These undercover men will be dressed in plain clothes and act as passengers while keeping a check on the food quality and staff behaviour onboard the train.
“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,” an official was quoted as telling NDTV.
However, the railways will set certain parameters for judging railways amenities. The undercover men will use these parameters to judge railway services and accordingly, submit a report of their findings to the railways. The Railway Board is also deciding to rope in the Quality Council of India to carry out the “shopping”, the news channel reported. Meanwhile, the board is also planning to engage NGOs and other civil societies for this purpose.
The identity of the undercover men acting as passengers, will not be revealed at any point to the officials present on the field, to maintain transparency in the process.
Recently, the Northern Railways decided to monitor the cleanliness of its trains using WhatsApp groups supervised by senior officials. Every department, be it pantry or bedrolls, will have separate WhatsApp groups, in which status report of cleanliness will be uploaded on a daily basis. “WhatsApp groups have been created for train and pantry cleanliness, bedrolls and functionality of air conditioners in trains. Photographs are being uploaded in these groups for monitoring by senior officials,” Northern Railway general manager Vishwesh Chaube said. The zone would soon commission an automatic coach washing plant at the Hazrat Nizamuddin railway station in Delhi which can wash a 24-coach train thoroughly in under eight minutes.