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Presented By:Aditi Upadhyay (3)

Hitesh Sethi (27)Sakshi Gupta (55)

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INTRODUCTION

Indian Railway Catering and Tourism Corporation Ltd.(IRCTC) is a Public Sector Enterprise under Ministry ofRailways, incorporated on 27 th September 1999

Aim : to function as an extended arm to Indian Railwaysto implement, upgrade and professionalize the rail

reservation system besides managing the catering, andhospitality services of Indian Railway.

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Vision : To be the leading provider of high

quality travel, tourism and hospitality relatedservices, for a range of customer segments,with consistently high level of customersatisfaction.

Mission : Enhance customer services andfacilitation in railway catering, hospitality,travel and tourism with best industrypractices

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Organization Structure : Corporate Office of IRCTC is situated at New Delhi,

which is headed by the Managing Director. Five Zonal Offices are working at Delhi , Kolkata,

Mumbai, Chennai & Secunderabad. The Zonal Offices are assisted by ten Regional Offices

Financial Performance : During the year 2011-12, the Corporation achieved a

total income of `554.11 Crore, as compared to `764.93 Crore in 2010-11.

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Source: IRCTC Annual Report

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Stakeholder

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MAIN BUSINESS ACTIVITIES

Catering Strategic tie ups Static Units New Rail Neer Plants Modular Stalls Cell Kitchens/Base Kitchens

Food Plazas/Fast Food Units/Quick Service FoodKiosks Food Courts

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Tourism Launching of a Luxury Tourist Train with pan India

itineraries Further development of rail tour package business Strategic tie-ups for promoting tourism Comprehensive travel services to foreign tourists

booking tickets on IRCTC website Internet Ticketing

Modernization of IT infrastructure Setting up of disaster recovery site

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Almost 45-50% of total reserved tickets of IndianRailways are being booked through the IRCTCwebsite https:www.irctc.co.in

The average booking per day has been increased

from 3.67 lakh in 2012 to 4.15 lakh in May 2013

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SERVICES It pioneered internet-based rail ticket booking

through its website, as well as from the mobilephones via GPRS or SMS

Ticket cancellations can also be done online Tatkal booking starts at 10:00 AM daily, one day prior

to the departure of the train from source station IRCTC also offers I-tickets

The tickets PNR status is also made available IRCTC manages the enquiry services of Indian Railways

known as Rail Sampark 139 on PPP basis.

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IRCTC launched a scheme called Rolling Deposit Scheme

IRCTC has also launched a loyalty program called ShubhYatra

for frequent travellers Commuters on the Mumbai Suburban Railway can also

book season tickets through the IRCTC website

Added flights and hotels booking facilities to their line ofonline reservation services

Recently, IRCTC launched a new shopping website (http://www.shop.irctc.co.in)

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INTERNET TICKETING PROCESS

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AWARDS CONFERRED ON IRCTC

Awarded the Mini Ratna Category-1 by Ministry ofRailways, Govt. of India

Won the ICICI Bank Retail Excellence Award in 2005

Won CSI-Nihilent E-Governance award for " Best E-Governance Project " in 2007

National award for E-Governance Best Citizen Centricapplication for the year 2007-08

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National Award for E-Governance, 2007-08 jointly byDepartment of IT, Govt. of India and Govt. of Haryana.

National Tourism Award for Travel Portal Railtourismindia.com in Feb 2008.

EMPI Indian Express IT Innovation Award for excellentwork in Citizen Centric Services 2008 - 2009.

CNBC Awaaz Special Commendation for redefiningIndian Railways Award 2009

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IRCTC Web Portal

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The new look !

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Research Methodology Primary research

Sample size: 100 Sampling Technique: Convenience sampling Data collection: Questionnaire

https://docs.google.com/forms/d/17_t4O7SQw-vUrM6e2yIjGN2qyiER8FhDDus--nHgrB8/viewform

Secondary research Research paper on the services offered by IRCTC.

http://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.html

https://docs.google.com/forms/d/17_t4O7SQw-vUrM6e2yIjGN2qyiER8FhDDus--nHgrB8/viewformhttps://docs.google.com/forms/d/17_t4O7SQw-vUrM6e2yIjGN2qyiER8FhDDus--nHgrB8/viewformhttps://docs.google.com/forms/d/17_t4O7SQw-vUrM6e2yIjGN2qyiER8FhDDus--nHgrB8/viewformhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttp://www.managementparadise.com/forums/publish-upload-project-download-reference-project/174236-irctc-services-analysis.htmlhttps://docs.google.com/forms/d/17_t4O7SQw-vUrM6e2yIjGN2qyiER8FhDDus--nHgrB8/viewformhttps://docs.google.com/forms/d/17_t4O7SQw-vUrM6e2yIjGN2qyiER8FhDDus--nHgrB8/viewformhttps://docs.google.com/forms/d/17_t4O7SQw-vUrM6e2yIjGN2qyiER8FhDDus--nHgrB8/viewformhttps://docs.google.com/forms/d/17_t4O7SQw-vUrM6e2yIjGN2qyiER8FhDDus--nHgrB8/viewformhttps://docs.google.com/forms/d/17_t4O7SQw-vUrM6e2yIjGN2qyiER8FhDDus--nHgrB8/viewform

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90% of the respondents quoted During peak hours (tatkal) it is almost impossible

to login and book ticket. Even if you succeed inlogging, booking the ticket is a challenge in itself.

The number of concurrent sessions should be

increased and the session should be killed if the useris inactive for more than a minute, this way theperformance of the website will improve.

GAP Analysis

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GAP Analysis

65% of the respondents quoted The system asks to login for checking the

availability of seats.

This can be removed. Though this can be checked on indianrail.gov.in

but the number of pop up ads make the user to goto other travel sites like yatra.com ormakemytrip.com to check the availability of seats.

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GAP Analysis

47% of the respondents quoted There are too many payment options which

confuses them.

The system can give the user a choice to select adefault payment method and if that fails any timethen the user can select the other options.

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GAP Analysis

Technical Problems 35% of the respondents quoted that they fail to

login due to some technical issues most of thetime.

67% of the respondents quoted that due to slowresponse rate, at times their transaction does notsucceed. Money gets debited from the accountbut the ticket is not booked.

The number of threads should be increased so thatthe server can handle huge volumes of traffic.

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Gap Analysis

Few users book multiple tickets in the samename on the same train.

There should be a system check to ensure suchthings dont happen.

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THANK YOU