Swachh Rail Swachh Bharat - Indian...

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2018

Swachh Rail Swachh Bharat

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Page

I. Background and Purpose of the Study……………………………………………………… 01

II. Assessment Methodology………………………………………………………………………… 04

a. Selection of Trains……………………………..…………………………………… 04

b. Design of the Survey……………………………………………………………….. 04

b.1. Process Audit…………………………………………………………………. 05

b.2. Direct Observation…………………………………………………………. 05

b.3. Passenger Feedback………………………………………………………. 06

c. Scoring……………………………………………………………………………………. 07

d. Execution of the Survey………………………………………………………….. 07

III. Analysis and Key Findings………………………………………………………………………… 08-23

Zonal Rankings……………………………………………………………………………… 09-10

a. Rajdhani Trains………………………………………………………………………. 11-12

b. Shatabdi Trains………………………………………………………………………. 13-14

c. Duronto Trains……………………………………………………………………….. 14-15

d. Sampark Kranti Trains…………………………………………………………….. 16-17

e. Intercity Trains……………………………………………………………………….. 18-19

f. Jan Shatabdi Trains…………………………………………………………………. 20-21

g. Other Mail/Exp. Trains……………………………………………………………. 22-23

IV. Overall Key Scores……………………………………………………………………………………. 24

Zone-wise Key Scores……………………………………………………………………. 25

V. Ranking of Trains……………………………………………………………………………………… 26-57

I. Ranking of Premium Category Trains……………………………………… 27-38

II. Ranking of Other Than Premium Category Trains…………………… 39-57

VI. Zone-wise and Train-wise Key Parameters………………………………………………. 58-85

VII. Annexure…………………………………………………………………………………………………. 86-90

A.1 & A.2 Process Audit Checklist…………………………………………………. 86-87

B.1 & B.2 Direct Observation Checklist…………………………………………. 88-89

C. Passenger Feedback Survey Questionnaire……………………………… 90

CO

NT

EN

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On 2nd of October 2014 Honorable Prime

Minister of India, Shri Narendra Modi

launched India's largest ever cleanliness

drive "Swachh Bharat Mission" with the bold

vision to achieve the dream of a clean India

by 2nd October 20I9, the 150th birth

anniversary of Mahatma Gandhi.

Indian Railways is one of the world’s largest rail

networks. The Indian railways network is spread

over 121,407 km, running over 13,300 passenger

trains and 9,220 goods trains each day from 8700

stations plying more than 22 million passengers

and 3 million tons (MT) of freight daily.

I. BACKGROUND AND PURPOSE OF THE STUDY

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Indian railway network is also recognized

as peoples preferred mode of transport for

long-distance travel and movement of bulk

commodities, apart from being an energy

efficient and economic mode of

conveyance and transport.

Indian Railways, being the most

commonly used & cost effective long-

distance carriage transport system, has

taken a step to improve experience of

millions of passengers by launching its

own "Swachh Rail Swachh Bharat”

campaign. Honorable Minister of

Railways introduced the

"Swachh Rail Swachh Bharat" (SRSB)

initiative with the mission to improve the

cleanliness on stations & trains. The

focus of the mission is to enhance the

maintenance and upkeep of cleanliness

within trains. Indian railways has taken

various initiatives to achieve the goal of

Swachh rail Swachh Bharat.

Ministry of Railways has adopted

intensive mechanized cleaning of

coaches in coach depots through

deployment of professional agencies. The

onboard housekeeping scheme OBHS

has been increased to approx. 1000 pairs

of trains and on demand

‘Clean My Coach and Coach Mitra’

Service provided in OBHS trains. 39 Clean

trains stations are provided for cleaning

of nominated passing through trains.

Mechanized laundry to provide clean

linen has been set up in a total of 59

locations. Indian Railways has installed

around 1.5 lakhs bio-toilets in coaches.

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In an effort to periodically monitor the

progress of SRSB mission and to promote

healthy competition among trains, the

Ministry of Railways conducted its first

ever third party cleanliness assessment

of 210 trains, out of which one train

22693/94 has been merged with

22691/92. Hence, cleanliness

assessment survey of 209 trains were

carried out in this study. Indian Railways

Catering and Tourism Corporation

(IRCTC) was entrusted to carry out the

assessment; wherein two professional

agencies were finalized for assessment

of observation, audit and passenger

feedback on running trains. IRCLASS

Systems and Solutions Pvt. Ltd. was

finalized as assessment body for

‘observation and audit’ related work,

whereas ‘IPSOS Research Private

Limited’ was finalized as assessment

body for analyzing the passenger

feedback.

The assessment methodology involved

process and direct observations while

perception of passengers and areas of

improvements were captured by a

structured questionnaire wherein

feedback of onboard passengers were

solicited on aspects like toilets,

housekeeping, linen and general

cleanliness with rating on a

scale of 1 to 5.

List of trains for survey was finalized in

December 2017. Accordingly, data

pertains to those trains only.

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a. Selection of Trains:

Indian Railways operates more than 13000

trains in 16 zones. These trains are

categorized as ‘Premium Trains’ and ‘Other

than Premium Trains’. For assessment

following train sample was taken:

Premium Train Category:

• Rajdhani Train: 23 Pairs (69 rakes)

• Shatabdi Train: 26 Pairs (29 Rakes)

• Duronto Train: 26 Pairs (31 rakes)

• Tejas Train: 1 Train (1 Rake)

• Gatiman Train: 1 Train (1 Rake)

Other than Premium Category Trains:

• Sampark Kranti Trains: 20 Pairs (42 Rakes)

• Intercity Trains: 20 Pairs (29 Rakes)

• Jan Shatabdi: 19 Pairs (24 Rakes)

• Other Mail /express trains:

73 Pairs (259 Rakes)

b. Design of the Survey:

A three-part survey (Process Audit, Direct

Observation and Passenger Feedback) was

designed in order to assess the cleanliness

and sanitation conditions of the running

trains. Process Audit, Observation Audit and

Passenger Feedback survey was carried out

by IRCLASS. Analysis of the Passenger

Feedback survey was carried out by IPSOS

Research Private Limited (Referred as

IPSOS).

II. ASSESSMENT METHODOLOGY

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Face to face Pencil and Paper Interview

(PAPI) were conducted with passengers

using structured questionnaire. A total

15360 Passenger Feedbacks were obtained

from 16 zones. Respondents who were 18

plus years were only targeted. Among

15360 respondents, 63% were male and

37% were female respondents. For the ease

of understanding the questions asked in

passenger feedback form, the

questionnaire was translated into

vernacular languages such as: Assamese,

Bengali, Gujarati, Hindi, Kannada,

Malayalam, Marathi, Odiya, Tamil, and

Telugu.

b.1. Process Audit:

The first part of the survey focused on

cleanliness and sanitation process at the

washing lines and terminals/halts. The

assessors carried this assessment prior to

departure of the trains and assessed the

following parameters of assessments:

Coach assessment before start of

journey including the washing line,

outside coach area and inside coaches.

On Board assessment involving

manpower, equipment and tools and

conditions of the toilets.

Vestibules/Doorway/Gangway and

dustbins.

Linen.

Pest Management.

Watering stations.

Waste Management.

The objective of process evaluation was to

observe the parameters which are

standard across the train running

operations.

b.2. Direct Observations:

During the train run, following parameters

were observed:

Condition of the toilets including bio-

toilets.

Condition of the coaches, seats and

Windows.

Doorways, Gangways and Vestibules

including Dustbins and Hand wash

Areas.

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Condition of the linen including

curtains and Bed Rolls.

Pest management.

Waste management mechanism.

Communication for passengers for use

of ‘Clean My Coach and Coach Mitra’

applications.

Water refilling at watering stations.

Presence of OBHS staffs.

Overall cleanliness condition on arrival

at destination.

The Direct Observation focused on the

parameters which are expected to change

during the train run by the use of

passengers. Moreover, a continual

assessment was carried after serving of

each meal to the passengers. Photographic

evidence was collected for sanitation and

cleanliness conditions.

b.3. Passenger Feedback:

Feedback were collected from the

passengers to get the perception on a scale

of 1 to 5 (where 1=Poor and 5=Excellent).

Feedback forms were analyzed for arriving

at composite scores given by passengers

during journey for each selected rake. For

each round trip, a total of 100 passengers’

feedback was collected from premium

category trains and 60 from ‘other than

premium category’ trains. One round trip

for each rake was assessed during the

survey. The questionnaire was designed in

consultation with Railway Board to

incorporate feedback of Passengers on

Cleanliness in Toilets, Working of

Housekeeping staff, Cleanliness of area

outside Toilets, Cleanliness of Bed Rolls,

effectiveness of Pest Management,

Availability and Cleanliness of Dustbins,

Personal Hygiene and Behavior of

Housekeeping Staff and use of

‘Clean My Coach and Coach Mitra’

Service.

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c. Scoring:

Each part (Survey component) was given

equal weightage in calculating the overall

score of a train, which is used in ranking of

the trains.

Survey Component Weightage

Process Audit 33.33%

Direct Observation 33.33%

Passenger Feedback 33.33%

Note: Questionnaires are attached in the

annexure.

Survey Component Annexure

Process Audit A1, A2

Direct Observation B1, B2

Passenger Feedback C

d. Execution of the Survey:

Team of two assessors was deployed in

each rake to conduct the assessment.

Route plans for assessors were designed to

match the departure schedule of various

train rakes to ensure assessment and

coverage of trains in effective manner. In

order to collect impartial data different

teams of assessors were normally tasked

to assess the different rakes for long

journey trains and in return journey for

very short distance trains. Real time

pictures of assessments were collected to

ensure the adherence of quality in the

assessment being performed by the

assessors.

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Analysis of

‘Premium

Category’ and

‘Other than

Premium Category’

Trains

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ZONAL RANKINGS OF PREMIUM CATEGORY TRAINS

Railway Zone No. of

Trains

Process

Audit

Score

Direct

Observati

on Score

Passenger

Feedback

Score

Average

Total

Score

Ranking

North Western Railway (NWR) 1 304 311 245 860 1

South Western Railway (SWR) 2 293 302 259 854 2

East Coast Railway (ECoR) 4 297 295 257 849 3

Eastern Railway (ER) 7 303 282 247 832 4

East Central Railway (ECR) 1 281 273 266 820 5

Western Railway (WR) 9 289 278 251 817 6

Southern Railway (SR) 4 286 300 222 808 7

Northeast Frontier Railway (NFR) 4 268 297 240 804 8

Northern Railway (NR) 30 282 282 218 782 9

South Eastern Railway (SER) 4 294 253 228 775 10

Central Railway (CR) 6 285 262 223 770 11

North Central Railway (NCR) 2 250 258 197 704 12

South Central Railway (SCR) 3 229 246 183 658 13

North Western Railway (NWR) scored the highest with an average score of 860 out of a total of 1000 while South

Central Railway (SCR) scored the least with an average score of 658.

III. ANALYSIS AND KEY FINDINGS

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ZONAL RANKINGS OF OTHER THAN PREMIUM CATEGORY

Railway Zone No. of

Trains

Process

Audit

Score

Direct

Observation

Score

Passenger

Feedback

Score

Average

Total Score Ranking

Southern Railway (SR) 14 271 236 229 736 1

South East Central Railway (SECR) 5 259 234 227 721 2

Western Railway (WR) 14 247 229 214 691 3

North Eastern Railway (NER) 7 273 213 202 688 4

South Central Railway (SCR) 9 248 241 200 688 5

Northern Railway (NR) 14 242 227 217 687 6

Eastern Railway (ER) 7 238 214 231 683 7

Western Central Railway (WCR) 8 241 212 221 673 8

Central Railway (CR) 7 229 219 225 673 9

North Western Railway (NWR) 4 242 215 204 661 10

East Coast Railway (ECoR) 8 233 204 221 658 11

South Western Railway (SWR) 9 222 203 222 648 12

Northeast Frontier Railway (NFR) 7 231 199 171 613 13

South Eastern Railway (SER) 10 210 191 211 613 14

North Central Railway (NCR) 1 233 213 165 611 15

East Central Railway (ECR) 8 193 184 195 572 16

Southern Railway (SR) scored the highest with an average score of 736 out of a total of 1000 while

East Central Railway (ECR) scored the least with an average score of 572.

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FINDINGS OF ‘PREMIUM CATEGORY- TRAINS’

A. FINDINGS OF RAJDHANI TRAINS:

I. Overall Performance of Rajdhani

Trains

The overall average score of Rajdhani

trains is 787 out of total 1000, which

comprises of Process Audit scores, Direct

Observation scores and Passenger

Feedback scores.

Among these three parameters, Rajdhani

trains have scored almost equal in Process

Audit and Direct Observation; whereas

passengers have rated these trains low as

compared to other measures. This could

Process Audit

277

Direct Observation

276 Passenger Feedback

234

Overall Average Scores ofRajdhani train

[Out of total 333 score in each survey component]

Process Audit Direct Observation

Passenger Feedback

[Average Score:787]

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be due to higher expectation among

passengers for these premium segment

trains. On detailed analysis, it was

observed that Rajdhani performance on

‘Cleanliness in the toilets’ and ‘Cleanliness

of the area outside toilets’ is driving its

score lower as compared to other

parameters. Out of 23 Rajdhani trains

surveyed, Mumbai Rajdhani - 12951/52

(average score of 875 out of 1000) scored

highest followed by Bhubaneswar

Rajdhani, Howrah Rajdhani and Sealdah

Rajdhani.

II. Zone-wise overall Performance of

Rajdhani Trains:

There were total 23 Rajdhani trains that

include 69 rakes. Zonal distribution was

total 2 trains (6 rakes) from ECoR, 1 train (4

rakes) from SWR, 3 trains (9 rakes) from

ER, 1 train (2 rakes) from ECR, 4 trains (10

rakes) from WR, 11 trains (37 rakes) from

NR, 1 train (1 rake) from NFR. Rajdhani

originating from ECoR have scored the

highest with an average score of 855 out of

total 1000, while NFR scored the least with

an average score of 729.

210

216

251

266

256

252

249

280

271

267

273

281

297

306

240

273

281

281

286

283

300

NFR(729)

NR (760)

WR (799)

ECR(820)

ER (823)

SWR(832)

ECoR(855)

Overall Average Zone-wise Scores of Rajdhani Trains

[Out of total 333 score in each parameter]

Process Audit Score

Direct Observation Score

Passenger feedback Score

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B. FINDINGS OF SHATABDI TRAINS:

I. Overall Performance of Shatabdi

Trains

The overall average score of Shatabdi




Feedback scores.

Among these three parameters, Shatabdi

trains scored higher in Direct Observation

score followed by Process Audit and

Passenger Feedback score. On detailed

analysis, it was found that Shatabdi trains

were rated low by passengers on

‘cleanliness of the toilets’ as compared to

other parameters. Out of 26 Shatabdi

trains surveyed. Pune-Secunderabad

Shatabdi (average score of 916 out of

1000) scored highest followed by Howrah-

Ranchi Shatabdi and Delhi-Kanpur

Shatabdi.

Process Audit297

Direct Observation

304

Passenger Feedback

243

Overall Average Scores ofShatabdi train

[Out of total 333 score in each survey parameter]


Passenger Feedback

[Average Score: 844]

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II. Zone-wise Overall Performance of

Shatabdi Trains

There were total 26 Shatabdi trains

including 29 rakes covered in the survey.

In terms of zone-wise analysis, 1 train (1

rake) from CR, 1 train (1 rake) from ER, 2

train (2 rakes) from SR, 1 train (1 rake) from

NCR, 1 train (1 rake) from ECoR, 1 train (1

rake) from SWR, 1 train (1 rake) were from

WR, 1 train (1 rake) from NWR, 3 train (3

rake) from NFR, 14 trains (17 rakes) from

NR. CR scored the highest with an average

score of 916 out of total 1000; whereas NR

scored the least with an average score of

820.

C. FINDINGS OF DURONTO TRAINS:

I. Overall Performance of Duronto

Trains

The overall average score of Duronto trains

is 739 out of total 1000, which comprises

of Process Audit scores, Direct Observation

scores and Passenger Feedback scores.

220

249

245

249

265

288

281

285

293

304

303

303

311

304

307

297

302

302

311

305

297

277

304

313

303

291

305

303

310

307

NR (820)

NFR (829)

NWR (860)

WR (866)

SWR (875)

ECoR (876)

NCR (888)

SR (890)

ER (914)

CR (916)

Overall Average Zone-wise Score of Shatabdi Trains

[Out of total 333 score in each survey parameter]

Process Audit Score



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Among these three parameters, Duronto

trains scored higher in Process Audit score

followed by Direct Observation Score and

Passengers Feedback score. On detailed

analysis, it was found that passengers have

rated Duronto trains low on ‘cleanliness of

the toilets’ as compared to other

parameters. Total 26 Duronto trains were

taken up for the assessment covering 31

rakes, out of which 15 trains were AC

Duronto and remaining 11 were mix

(i.e. AC and Non-AC) Duronto trains.

Among them Pune-Ahmedabad Duronto

(average score of 886 out of 1000) scored

highest followed by Howrah-Delhi Duronto

and Sealdah-Delhi Duronto.


Duronto Trains:

Total 26 Duronto trains with 31 rakes were

taken up for the assessment. In terms of

zone-wise analysis, 4 train (4 rakes) were

from WR, 3 train (4 rakes) from ER, 1 train

(1 rake) from ECoR, 4 train (7 rakes) from

SER, 2 train (2 rakes) from SR, 4 train (4

rakes) from NR, 4 train (5 rakes) from CR, 3

train (3 rakes) from SCR, 1 train (1 rake)

from NCR.

WR scored the highest with an average

score of 824 out of total 1000; whereas

NCR scored the least with an average score

of 520.

Process Audit 272

Direct Observation

260 Passenger Feedback

207

Overall Average Scores ofDuronto train



Passenger Feedback

113

183

189

244

159

228

241

222

251

213

246

253

234

298

253

271

273

282

194

229

272

237

270

294

297

318

292

NCR (520)

SCR (658)

CR (713)

NR (714)

SR (727)

SER (775)

ECoR (809)

ER (813)

WR (824)

Overall Average Zone-wise Score of Duronto Trains


Process Audit Score




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FINIDNGS OF ‘OTHER THAN PREMIUM -

CATEGORY TRAINS’

D. FINDINGS OF SAMPARK KRANTI TRAINS:

I. Overall Performance of

Sampark Kranti Trains

The overall average score of Sampark-

Kranti trains is 712 out of total 1000, which



Feedback scores.

Among these three parameters, Sampark-

Kranti trains scored higher in Process Audit

score followed by Direct Observation score

and Passengers’ Feedback score.

On detailed analysis, it was found that

passengers have rated Sampark Kranti

trains low on ‘Coach cleaning by House-

keeping staff during the journey/train run

and ‘cleanliness of the toilets’ as compared

to other parameters. Total 20 Sampark

Kranti trains were taken up for the

assessment.

Among them Kochuveli–Chandigarh

(Train no. 12217/18 - average score of 754

out of 1000) scored highest followed by

Tirupati - NZM (Train no. 12707/08) and

Durg-NZM (Train no. 12823/24).

Process Audit 251

Direct Observation

236Passenger Feedback

225

Overall Average Scores ofSampark Kranti Trains



Passenger Feedback


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Sampark Kranti Trains:

Total 20 Sampark Kranti trains with 42

rakes were taken up for the assessment. In

terms of zone-wise analysis, 1 train (2

rakes) were from SCR, 1 train (2 rakes)

were from SECR, 1 train (1 rake) were from

NWR, 1 train (3 rakes) from ECR, 1 train (1

rake) from WCR, 4 trains (7 rakes) from NR,

1 train (6 rakes) from ECoR, 2 trains (3

rakes) from ER, 2 trains (2 rakes) from WR,

2 trains (9 rakes) from SWR, 1 train (2

rakes) from SR, 1 train (2 rakes) from NFR,

1 train (1 rake) from NER, 1 train (1 rake)

from SER. SCR scored the highest with an

average score of 745 out of total 1000;

whereas SER scored the least with an

average score of 647.

185

177

167

230

233

236

254

232

225

241

241

183

265

240

232

229

244

240

219

232

214

235

247

226

239

268

234

246

230

253

272

229

248

244

252

254

253

260

248

284

240

259

SER (647)

NER (659)

NFR (683)

SR (699)

SWR (700)

WR (712

ER (720)

ECoR (721)

NR (724)

WCR (727)

ECR (728)

NWR (735)

SECR (739)

SCR (745)

Overall Average Zone-wise Score of Sampark Kranti Trains


Process Audit Score



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E. FINDINGS OF INTERCITY TRAINS:

I. Overall Performance of Intercity

Trains

The overall average score of Intercity trains

is 627 out of total 1000, which comprises

of Process Audit scores, Direct Observation

scores and Passenger Feedback scores.

Among these three parameters, Intercity

trains scored higher in Process Audit score

followed by Passengers’ Feedback score

and Direct Observation score. It was found

that passengers have rated Intercity trains

low on ‘cleanliness of the toilets’ as

compared to other parameters.

Total 20 Intercity trains were selected for

the assessment. Among them KSR

Bengaluru - Ernakulam (Train no. 12677/78

- average score of 789 out of 1000) scored

highest followed by Chennai- Coimbatore

(Train no. 12679/80) and Guntur -

Secunderabad (Train no. 12705/06).

Process Audit 218

Direct Observation

203

Passenger Feedback

206

Overall Average Scores ofIntercity Express



Passenger Feedback


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Intercity Trains:

Total 20 Intercity trains with 29 rakes were

taken up for the assessment. In terms of

zone-wise analysis, 2 train (3 rakes) were

from SR, 1 train (2 rakes) from SCR, 1 train

(1 rake) from NER, 1 train (1 rake) from

WCR, 1 train (3 rakes) from NFR, 1 train (1

rake) from ECoR, 2 trains (2 rakes) from ER,

1 train (1 rake) from NCR, 2 trains (3 rakes)

from WR, 2 trains (2 rakes) from SWR, 2

trains (4 rakes) from NR, 1 train (1 rake)

from SER, 1 train (3 rakes) from ECR, 1 train

(1 rake) from NWR, 1 train (1 rake) from

CR. SR scored the highest with an average

score of 786 out of total 1000; whereas CR

scored the least with an average score of

488.

234

177

113

180

247

207

176

165

193

176

171

273

228

241

257

162

138

232

189

156

189

213

213

212

220

174

186

225

258

262

92

178

219

212

194

202

216

233

208

224

286

233

241

273

268

CR (488)

NWR(493)

ECR (564)

SER (581)

NR (596)

SWR (597)

WR (604)

NCR (611)

ER (613)

ECoR(620)

NFR (631)

WCR(692)

NER (694)

SCR (772)

SR (786)

Overall Average Zone-wise Score of Intercity Express


Process Audit Score



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F. FINDINGS OF JAN SHATABADI TRAINS:

I. Overall Performance of Jan-

Shatabdi Trains

The overall average score of Jan Shatabdi




Feedback scores.

Among these three parameters, Jan

Shatabdi trains scored higher in Process

Audit score followed by Passengers’

Feedback score and Direct Observation

score.

On detailed analysis, it was found that

passengers have rated Jan Shatabdi trains

low on ‘cleanliness of the toilets’ as

compared to other parameters. Total 19

Jan Shatabdi trains were taken up for the

assessment. Among them KSR New Delhi –

Dehradun (Train no, 12055/56 - average

score of 769 out of 1000) scored highest

followed by TVC- Kozhikode (Train no.

12075/76) and Chennai - Vijayawada (Train

no. 12077/78).

Process Audit 216

Direct Observation

186

Passenger Feedback

211

Overall Average Scores ofJan Shatabdi Trains



Passenger Feedback


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Jan Shatabdi Trains:

Total 19 Jan Shatabdi trains with 24 rakes

were taken up for the assessment. In terms

of zone-wise analysis, 2 train (4 rakes) were

from CR, 1 train (2 rakes) from SECR, 1 train

(1 rake) from ECoR, 4 trains (4 rakes) from

SR, 3 trains (4 rakes) from NR, 2 trains (2

rakes) from WCR, 1 train (1 rake) from

SWR, 1 train (1 rake) from NWR, 1 train (1

rake) from SER, 2 trains (3 rakes) from ECR,

1 train (1 rake) from NFR. CR scored the

highest with an average score of 701 out of

total 1000; whereas NFR scored the least

with an average score of 449.

212

166

251

156

260

199

198

216

256

201

240

135

163

146

167

135

186

221

189

185

220

212

102

180

124

213

144

239

223

257

225

256

250

NFR (449)

ECR (509)

SER (521)

NWR (536)

SWR (539)

WCR (623))

NR (643)

SR (662)

ECoR (666)

SECR (677)

CR (701)

Overall Average Zone-wise Score of Jan Shatabdi Trains


Process Audit Score



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G. FINDINGS OF OTHER MAIL/EXP. TRAINS:

I. Overall Performance of Other

Mail/Exp. Trains

The overall average score of other

Mail/Exp. trains is 684 out of total 1000,

which comprises of Process Audit scores,

Direct Observation scores and Passenger

Feedback scores.

Among these three parameters, other

Mail/Exp. trains scored higher in Process

Audit score followed by Direct Observation

Score and Passengers Feedback score. On

detailed analysis, it was found that

passengers have rated other Mail/Exp.

trains low on ‘coach cleaning by house-

keeping staff during the journey/train run’

and ‘cleanliness of the toilets’ as compared

to other parameters. Among them

Tirupati-Jammu Tawi (Train no, 22705/76 -

average score of 885 out of 1000) scored

highest followed by Bandra Terminal-

Jaipur (Train no. 19707/08) and

Bhubaneswar- Krishnarajapuram

(Train no. 22833/34).

Process Audit 248

Direct Observation

223

Passenger Feedback

213

Overall Average Scores ofOther Mail/Exp train



Passenger Feedback


23 | P a g e


Other Mail/Exp. Trains:

Total 73 other Mail/Exp. trains with 259

rakes were taken up for the assessment. In

terms of zone-wise analysis, 1 train

(3 rakes) was from NWR, 7 train (26 rakes)

were from SR, 3 train (9 rakes) were from

SECR, 5 train (14 rakes) were from NR, 3

train (12 rakes) were from ER, 4 train (17

rakes) were from CR, 10 train (27 rakes)

were from WR, 5 train (26 rakes) were

from NER, 4 train (8 rakes) were from WCR,

4 train (16 rakes) were from SWR, 7 train

(29 rakes) were from SCR, 5 train (18 rakes)

were from ECoR, 7 train (29 rakes) were

from SER, 4 train (11 rakes) were from NFR,

4 train (14 rakes) were from ECR. NWR

scored the highest with an average score of

880 out of total 1000; whereas ECR scored

the least with an average score of 567.

218

162

214

221

188

215

214

202

218

215

242

211

224

229

299

168

209

192

198

237

220

227

208

232

237

215

244

239

255

288

180

239

220

232

243

240

239

284

254

253

250

265

267

285

293

ECR (567)

NFR (610)

SER (626)

ECoR (651)

SCR (668)

SWR (674)

WCR (681)

NER (693)

WR (704)

CR (705)

ER (706)

NR (720)

SECR (730)

SR (769)

NWR (880)

Overall Average Zone-wise Score of Other Mail/Exp. Trains


Process Audit Score



24 | P a g e

64.9%

64.9%

53.5%

86.4%

60.3%

73.3%

64.3%

62.9%

70.6%

68.9%

74.2%

74.3%

Passenger Feedback

On Arrival At Destination

Linen/Curtains

Pest Management

Passengers Awareness

En-Route Watering

Waste Management

Doorways, Gangways And Vestibules

Toilets

OBHS Staff And Tools

Coach -Cabin Area

Coach Assessment Before Start Of Journey

At Overall Level (All 16 Zones)

Note: Analysis of ‘zone-wise’ and ‘zone-wise train-wise’ key highlights are also covered in this report.

IV. OVERALL KEY SCORES

25 | P a g e

ZONE-WISE KEY SCORES

76 81 69 69 77 79 77 66 79 78 71 70 81 69 77 70

75 7756

80 81 81 66 74 74 75 83 6285

6678 73

65 73

6468 71 53 72 84 63 83 68

62

69

6876

63

8381

7258

8186 85 74 73

8268

76

81

74 2925

73 69

4875

69

49 70 62 57

6760

53

69

56 69

61

7279

46

58

76

6372

6564

73

5849

67

61 73

52

6690

49

64

76

54

9173

78

77

84

80

60

84 79

68

50

62

51

52

56

89

6886

65

68

58

47

58

57 56

42

84

84

69

89

9192

8868

92

93

89

86

100

83 88

85

43

67

37

88

4949

56

39 46

41

67

62

66

4365

35

71

77

57

7075

83

56

8020

73

46

56

67

61

79

67

67

72

61

7065

5661

59

64

68

59

65

68

69

69

66

CR ER ECR ECoR NR NCR NER NFR NWR SR SCR SER SECR SWR WR WCR

Coach Assessment Before Start Of Journey

Coach -Cabin Area

OBHS Staff And Tools

Toilets

Doorways, Gangways And Vestibules

Waste Management

En-Route Watering

Passengers Awareness

Pest Management

Linen/ Curtains

On Arrival At Destination

Passenger Feedback

Methodology

For the purpose of calculation of score in % for 16 Zones, 12

parameters were considered. Scores of ‘Coach Assessment Before

Start of Journey, Coach - Cabin Area, OBHS Staff and Tools, Toilets,

Doorways, Gangways and Vestibules, Waste Management, En-route

watering, Passengers Awareness, Pest Management, Linen/curtains,

On Arrival at Destination’ are taken from Process Audit and Direct

Observation without scaling or equalizing weightage. Score of

Passenger Feedback is taken from Passenger Feedback survey.

The overall scoring against these parameters calculated based on:

Key highlight score (%) = [Sum of raw scores of all rakes (Accumulated

parameter score of rake/ Maximum score permissible) x 100]

The chart shows relative scores in each of these 12 areas. Total bar

height is not significant.

These key highlights may be utilised as a benchmark for future studies

and may be used as an improvement indicator.

[Figures in %]

26 | P a g e

V. RANKING OF TRAINS

27 | P a g e

I. RANKING OF PREMIUM CATEGORY TRAINS

OVERALL RANKING OF PREMIUM TRAINS

Premium trains include: Rajdhani, Shatabdi and Duronto, Tejas and Gatiman trains.

Scores includes: Process Audit score, Observation scores, Passenger Feedback scores.

Total Score is out of 1000 and each component weights 33.33% of the total score.

Rank RIy Category Train no From To Process Audit Score

Direct Observation

Score

Passenger feedback

Score

Total Score out of

thousand

1 CR Shatabdi 12025/26 Pune Secunderabad 307 305 304 916

2 ER Shatabdi 12019/20 Howrah Ranchi 310 311 293 914

3 SR Shatabdi 12007/08 Chennai Central Mysuru 301 301 304 906

4 NCR Shatabdi 12033/34 Kanpur Central New Delhi 305 302 281 888

5 CR Duronto 12297/98 Ahmedabad Pune 317 304 265 886

6 ER Duronto 12273/74 Howrah New Delhi 311 312 256 879

7 ER Duronto 12259/60 Sealdah New Delhi 321 295 262 878

8 ECoR Shatabdi 12277/78 Howrah Puri 291 297 288 876

9 NR Shatabdi 12045/46 New Delhi Chandigarh 309 306 261 876

10 WR Rajdhani 12951/52 Mumbai(BCT) New Delhi 312 297 265 875

11 NFR Shatabdi 12085/86 Guwahati Dibrugarh 301 312 262 875

12 SWR Shatabdi 12027/28 Chennai KSR Bengaluru

303 307 265 875

13 SR Shatabdi 12243/44 Chennai Coimbatore 304 303 266 873

14 WR Duronto 12239/40 Mumbai Jaipur 308 284 276 868

15 NR Shatabdi 12011/12 New Delhi Kalka 303 309 255 867

16 WR Shatabdi 12009/10 Mumbai Ahmedabad 313 304 249 866

17 ECoR Rajdhani 22811/12 Bhubaneshwar New Delhi 293 300 268 861

18 NWR Shatabdi 12035/36 Jaipur Agra 304 311 245 860

19 NR Shatabdi 12015/16 New Delhi Dauri 305 278 273 856

20 NR Shatabdi 12003/04 Lucknow New Delhi 300 305 249 854

21 CR Tejas 22119/20 CSTM KRMI 317 256 279 852


28 | P a g e


Direct Observation

Score

Passenger feedback

Score

Total Score out of

thousand

23 ER Rajdhani 12305/06 Howrah New Delhi 287 296 263 846

24 ER Rajdhani 12313/14 Sealdah New Delhi 304 276 264 844

25 NR Shatabdi 12017/18 New Delhi Dehradun 289 293 260 842

26 NR Shatabdi 12001/02 Habibganj New Delhi 315 310 208 833

27 SWR Rajdhani 22691/92* Bangalore NZM 283 297 252 832

28 WR Duronto 12267/68 Mumbai (BCT) Rajkot 295 286 251 832

29 CR Duronto 12223/24 Lokmanya Tilak Ernakulam 299 277 246 822

30 ECR Rajdhani 12309/10 Rajendra Nagar New Delhi 281 273 266 820

31 WR Rajdhani 12957/58 Ahmedabad New Delhi 293 278 249 820

32 NR Shatabdi 12037/38 New Delhi Ludhiana 289 302 226 817

33 NFR Shatabdi 12087/88 NHLN Guwahati 263 296 256 815

34 NR Shatabdi 12047/48 New Delhi Firozpur 308 312 194 814

35 NR Gatiman 12049/50 NZM AGC 317 256 239 812

36 NR Rajdhani 12441/42 New Delhi Bilaspur 284 281 246 811

37 NR Shatabdi 12031/32 New Delhi Amritsar 284 303 224 811

38 WR Duronto 22209/10 BCT New Delhi 290 292 228 810

39 NR Shatabdi 12043/44 New Delhi Moga 289 310 210 809

40 ECoR Duronto 12281/82 Bhubaneswar N. Delhi 297 271 241 809

41 WR Rajdhani 12953/54 Mumbai(BCT) NZM 301 277 225 803


43 NFR Shatabdi 12041/42 Howrah NJP 266 301 230 797

44 NR Rajdhani 12437/38 NZM Secunderabad 275 285 235 795

45 SER Duronto 12261/62 Mumbai CSTM Howrah 295 277 222 794

46 NR Shatabdi 12039/40 Kathgodam New Delhi 298 312 182 792

47 SER Duronto 22213/14 Shalimar Patna 298 286 207 791

48 NR Rajdhani 12433/34 Chennai NZM 263 287 239 789

49 NR Rajdhani 12431/32 Trivandrum NZM 274 278 237 789

50 SER Duronto 12221/22 Pune Howrah 292 238 258 788

29 | P a g e


Direct Observation

Score

Passenger feedback

Score

Total Score out of

thousand

51 WR Duronto 12227/28 BCT Indore 273 265 249 787

52 NR Duronto 12263/64 Pune NZM 274 274 237 785


54 NR Rajdhani 12435/36 New Delhi DBRT 289 276 210 776


56 SR Duronto 12269/70 Chennai NZM 267 301 196 764

57 NR Rajdhani 12453/54 New Delhi Ranchi 298 266 197 760

58 NR Rajdhani 12439/40 Ranchi New Delhi 265 293 201 759


60 NR Duronto 12213/14 Yesvantpur Delhi S Rohilla 265 283 198 746

61 NR Rajdhani 22413/14 NZM Madgaon 261 278 206 745


63 NR Rajdhani 12425/26 New Delhi Jammu Tawi 261 230 249 740

64 NFR Rajdhani 20501/02 AGTL ANVT 240 280 210 729

65 SER Duronto 12245/46 Howrah Yesvantpur 290 212 225 727

66 NR Duronto 12283/84 Ernakulam NZM 265 240 212 717

67 WR Rajdhani 09003/04 BDTS NZM 216 217 263 696

68 SCR Duronto 12219/20 Lokmanya Tilak Secunderabad 183 216 293 692

69 SR Duronto 22205/06 Chennai Central Madurai 273 295 121 689

70 CR Duronto 12293/94 Lokmanya Tilak Allahabad 310 283 90 683

71 ER Duronto 22201/02 Sealdah Puri 322 211 148 681

72 SCR Duronto 22203/04 Visakhapatanam Secunderabad 266 289 112 667


74 SCR Duronto 12285/86 Secunderabad Nizamuddin 239 232 143 614

75 NR Duronto 12265/66 Delhi S Rohilla Jammu Tawi 171 187 185 543

76 NCR Duronto 12275/76 Allahabad New Delhi 194 213 113 520

77 CR Duronto 12289/90 Mumbai CSTM Nagpur 161 148 153 462

Note: (*) 22693/94 train merged with 22691/92 train

30 | P a g e

ZONE-WISE SCORES OF PREMIUM TRAINS

Premium trains include: Rajdhani, Shatabdi and Duronto, Tejas and Gatiman trains.



S.N. RIy Category Train no From To Process Audit Score

Direct Observation

Score

Passenger feedback

Score

Total Score out of

thousand

1 CR Shatabdi 12025/26 Pune Secunderabad 307 305 304 916

2 CR Duronto 12297/98 Ahmedabad Pune 317 304 265 886

3 CR Tejas 22119/20 CSTM KRMI 317 256 279 852

4 CR Duronto 12223/24 Lokmanya Tilak Ernakulam 299 277 246 822

5 CR Duronto 12293/94 Lokmanya Tilak Allahabad 310 283 90 683

6 CR Duronto 12289/90 Mumbai CSTM Nagpur 161 148 153 462

1 ER Shatabdi 12019/20 Howrah Ranchi 310 311 293 914

2 ER Duronto 12273/74 Howrah New Delhi 311 312 256 879

3 ER Duronto 12259/60 Sealdah New Delhi 321 295 262 878


5 ER Rajdhani 12313/14 Sealdah New Delhi 304 276 264 844


7 ER Duronto 22201/02 Sealdah Puri 322 211 148 681

1 ECR Rajdhani 12309/10 Rajendra Nagar New Delhi 281 273 266 820

1 ECoR Shatabdi 12277/78 Howrah Puri 291 297 288 876



4 ECoR Duronto 12281/82 Bhubaneswar N. Delhi 297 271 241 809

1 NR Shatabdi 12045/46 New Delhi Chandigarh 309 306 261 876


3 NR Shatabdi 12015/16 New Delhi Dauri 305 278 273 856

4 NR Shatabdi 12003/04 Lucknow New Delhi 300 305 249 854

5 NR Shatabdi 12017/18 New Delhi Dehradun 289 293 260 842

31 | P a g e


Direct Observation

Score

Passenger feedback

Score

Total Score out of

thousand

6 NR Shatabdi 12001/02 Habibganj New Delhi 315 310 208 833

7 NR Shatabdi 12037/38 New Delhi Ludhiana 289 302 226 817

8 NR Shatabdi 12047/48 New Delhi Firozpur 308 312 194 814

9 NR Gatiman 12049/50 NZM AGC 317 256 239 812

10 NR Rajdhani 12441/42 New Delhi Bilaspur 284 281 246 811


12 NR Shatabdi 12043/44 New Delhi Moga 289 310 210 809


14 NR Rajdhani 12437/38 NZM Secunderabad 275 285 235 795

15 NR Shatabdi 12039/40 Kathgodam New Delhi 298 312 182 792

16 NR Rajdhani 12433/34 Chennai NZM 263 287 239 789

17 NR Rajdhani 12431/32 Trivandrum NZM 274 278 237 789

18 NR Duronto 12263/64 Pune NZM 274 274 237 785



21 NR Rajdhani 12453/54 New Delhi Ranchi 298 266 197 760

22 NR Rajdhani 12439/40 Ranchi New Delhi 265 293 201 759


24 NR Duronto 12213/14 Yesvantpur Delhi S Rohilla 265 283 198 746

25 NR Rajdhani 22413/14 NZM Madgaon 261 278 206 745


27 NR Rajdhani 12425/26 New Delhi Jammutawi 261 230 249 740

28 NR Duronto 12283/84 Ernakulam NZM 265 240 212 717


30 NR Duronto 12265/66 Delhi S Rohilla Jammu Tawi 171 187 185 543

1 NCR Shatabdi 12033/34 Kanpur Central New Delhi 305 302 281 888

2 NCR Duronto 12275/76 Allahabad New Delhi 194 213 113 520

32 | P a g e


Direct Observation

Score

Passenger feedback

Score

Total Score out of

thousand

1 NFR Shatabdi 12085/86 Guwahati Dibrugarh 301 312 262 875

2 NFR Shatabdi 12087/88 NHLN Guwahati 263 296 256 815

3 NFR Shatabdi 12041/42 Howrah NJP 266 301 230 797

4 NFR Rajdhani 20501/02 AGTL ANVT 240 280 210 729

1 NWR Shatabdi 12035/36 Jaipur Agra 304 311 245 860

1 SR Shatabdi 12007/08 Chennai Central Mysuru 301 301 304 906

2 SR Shatabdi 12243/44 Chennai Coimbatore 304 303 266 873

3 SR Duronto 12269/70 Chennai NZM 267 301 196 764

4 SR Duronto 22205/06 Chennai central Madurai 273 295 121 689

1 SCR Duronto 12219/20 Lokmanya Tilak Secunderabad 183 216 293 692

2 SCR Duronto 22203/04 Visakhapatanam Secunderabad 266 289 112 667

3 SCR Duronto 12285/86 Secunderabad Nizamuddin 239 232 143 614

1 SER Duronto 12261/62 Mumbai CSTM Howrah 295 277 222 794

2 SER Duronto 22213/14 Shalimar Patna 298 286 207 791

3 SER Duronto 12221/22 Pune Howrah 292 238 258 788

4 SER Duronto 12245/46 Howrah Yesvantpur 290 212 225 727

1 SWR Shatabdi 12027/28 Chennai KSR Bengaluru

303 307 265 875

2 SWR Rajdhani 22691/92* Bangalore NZM 283 297 252 832

1 WR Rajdhani 12951/52 Mumbai(BCT) New Delhi 312 297 265 875

2 WR Duronto 12239/40 Mumbai Jaipur 308 284 276 868

3 WR Shatabdi 12009/10 Mumbai Ahmedabad 313 304 249 866

4 WR Duronto 12267/68 Mumbai (BCT) Rajkot 295 286 251 832

5 WR Rajdhani 12957/58 Ahmedabad New Delhi 293 278 249 820

6 WR Duronto 22209/10 BCT New Delhi 290 292 228 810

7 WR Rajdhani 12953/54 Mumbai(BCT) NZM 301 277 225 803

8 WR Duronto 12227/28 BCT Indore 273 265 249 787

9 WR Rajdhani 09003/04 BDTS NZM 216 217 263 696


33 | P a g e

OVERALL RANKING OF RAJDHANI TRAINS



Rank RIy Train no From To

Process

Audit

Score

Direct

Observation

Score

Passenger

feedback

Score

Total Score

out of

thousand

1 WR 12951/52 Mumbai(BCT) New Delhi 312 297 265 875

2 ECoR 22811/12 Bhubaneshwar New Delhi 293 300 268 861


4 ER 12305/06 Howrah New Delhi 287 296 263 846

5 ER 12313/14 Sealdah New Delhi 304 276 264 844

6 SWR 22691/92* Bangalore NZM 283 297 252 832

7 ECR 12309/10 Rajendra Nagar New Delhi 281 273 266 820

8 WR 12957/58 Ahmedabad New Delhi 293 278 249 820

9 NR 12441/42 New Delhi Bilaspur 284 281 246 811

10 WR 12953/54 Mumbai(BCT) NZM 301 277 225 803

11 NR 12437/38 NZM Secunderabad 275 285 235 795

12 NR 12433/34 Chennai NZM 263 287 239 789

13 NR 12431/32 Trivandrum NZM 274 278 237 789


15 NR 12435/36 New Delhi DBRT 289 276 210 776

16 NR 12453/54 New Delhi Ranchi 298 266 197 760

17 NR 12439/40 Ranchi New Delhi 265 293 201 759

18 NR 12235/36 New Delhi DBRT 258 291 207 756

19 NR 22413/14 H. Nizamuddin Madgaon 261 278 206 745

20 NR 12425/26 New Delhi Jammutawi 261 230 249 740

21 NFR 20501/02 AGTL ANVT 240 280 210 729

22 WR 09003/04 BDTS NZM 216 217 263 696

23 NR 12423/24 New Delhi DBRT 277 217 151 645


34 | P a g e

ZONE-WISE SCORES OF RAJDHANI TRAINS



S.N. RIy Train no From To

Process

Audit

Score

Direct

Observation

Score

Passenger

feedback

Score

Total Score

out of

thousand




1 ECR 12309/10 Rajendra Nagar New Delhi 281 273 266 820



1 NR 12441/42 New Delhi Bilaspur 284 281 246 811

2 NR 12437/38 NZM Secunderabad 275 285 235 795

3 NR 12433/34 Chennai NZM 263 287 239 789

4 NR 12431/32 Trivendram NZM 274 278 237 789

5 NR 12435/36 New Delhi DBRT 289 276 210 776

6 NR 12453/54 New Delhi Ranchi 298 266 197 760

7 NR 12439/40 Ranchi New Delhi 265 293 201 759

8 NR 12235/36 New Delhi DBRT 258 291 207 756

9 NR 22413/14 H. Nizamuddin Madgaon 261 278 206 745

10 NR 12425/26 New Delhi Jammutawi 261 230 249 740

11 NR 12423/24 New Delhi DBRT 277 217 151 645

1 NFR 20501/02 AGTL ANVT 240 280 210 729

1 SWR 22691/92* Bangalore NZM 283 297 252 832

1 WR 12951/52 Mumbai(BCT) New Delhi 312 297 265 875

2 WR 12957/58 Ahmedabad New Delhi 293 278 249 820

3 WR 12953/54 Mumbai(BCT) NZM 301 277 225 803

4 WR 09003/04 BDTS NZM 216 217 263 696

Note: (*)22693/94 train merged with 22691/92 train

35 | P a g e

OVERALL RANKING OF SHATABDI TRAINS



Rank RIy Train no From To Process Audit Score

Direct Observation

Score

Passenger feedback

Score

Total Score out of

thousand

1 CR 12025/26 Pune Secunderabad 307 305 304 916

2 ER 12019/20 Howrah Ranchi 310 311 293 914

3 SR 12007/08 Chennai Central Mysuru 301 301 304 906

4 NCR 12033/34 Kanpur Central New Delhi 305 302 281 888

5 ECoR 12277/78 Howrah Puri 291 297 288 876

6 NR 12045/46 New Delhi Chandigarh 309 306 261 876

7 NFR 12085/86 Guwahati Dibrugarh 301 312 262 875

8 SWR 12027/28 Chennai KSR Bengaluru 303 307 265 875

9 SR 12243/44 Chennai Coimbatore 304 303 266 873

10 NR 12011/12 New Delhi Kalka 303 309 255 867

11 WR 12009/10 Mumbai(MCT) Ahmedabad 313 304 249 866

12 NWR 12035/36 Jaipur Agra 304 311 245 860

13 NR 12015/16 New Delhi Dauri 305 278 273 856

14 NR 12003/04 Lucknow New Delhi 300 305 249 854

15 NR 12017/18 New Delhi Dehradun 289 293 260 842

16 NR 12001/02 Habibganj New Delhi 315 310 208 833

17 NR 12037/38 New Delhi Ludhiana 289 302 226 817

18 NFR 12087/88 NHLN (Naharlagun) Guwahati 263 296 256 815

19 NR 12047/48 New Delhi Firozpur 308 312 194 814

20 NR 12031/32 New Delhi Amritsar 284 303 224 811

21 NR 12043/44 New Delhi Moga 289 310 210 809


23 NFR 12041/42 Howrah New Jalpaiguri 266 301 230 797

24 NR 12039/40 Kathgodam New Delhi 298 312 182 792



36 | P a g e

ZONE-WISE SCORES OF SHATABDI TRAINS



S.N. RIy Train no From To Process Audit Score

Direct Observation

Score

Passenger feedback

Score

Total Score out of

thousand

1 CR 12025/26 Pune Secunderabad 307 305 304 916

1 ER 12019/20 Howrah Ranchi 310 311 293 914

1 ECoR 12277/78 Howrah Puri 291 297 288 876

1 NR 12045/46 New Delhi Chandigarh 309 306 261 876


3 NR 12015/16 New Delhi Dauri 305 278 273 856

4 NR 12003/04 Lucknow New Delhi 300 305 249 854


6 NR 12001/02 Habibganj New Delhi 315 310 208 833

7 NR 12037/38 New Delhi Ludhiana 289 302 226 817

8 NR 12047/48 New Delhi Firozpur 308 312 194 814


10 NR 12043/44 New Delhi Moga 289 310 210 809


12 NR 12039/40 Kathgodam New Delhi 298 312 182 792



1 NCR 12033/34 Kanpur New Delhi 305 302 281 888

1 NFR 12085/86 Guwahati Dibrugarh 301 312 262 875

2 NFR 12087/88 NHLN (Naharlagun)

Guwahati 263 296 256 815

3 NFR 12041/42 Howrah NJP 266 301 230 797

1 NWR 12035/36 Jaipur Agra 304 311 245 860

1 SR 12007/08 Chennai Mysuru 301 301 304 906

2 SR 12243/44 Chennai Coimbatore 304 303 266 873

1 SWR 12027/28 Chennai KSR Bengaluru 303 307 265 875

1 WR 12009/10 Mumbai(MCT) Ahmedabad 313 304 249 866

37 | P a g e

OVERALL RANKING OF DURONTO TRAINS



Rank Rly Train no From To Process Audit Score

Direct Observation

Score

Passenger feedback

Score

Total Score out of

thousand

1 CR 12297/98 Ahmedabad Pune 317 304 265 886



4 WR 12239/40 Mumbai Jaipur 308 284 276 868

5 WR 12267/68 Mumbai (BCT) Rajkot 295 286 251 832

6 CR 12223/24 Lokmanya Tilak Ernakulam 299 277 246 822

7 WR 22209/10 BCT New Delhi 290 292 228 810

8 ECoR 12281/82 Bhubaneswar N. Delhi 297 271 241 809

9 SER 12261/62 Mumbai CSTM Howrah 295 277 222 794

10 SER 22213/14 Shalimar Patna 298 286 207 791

11 SER 12221/22 Pune Howrah 292 238 258 788

12 WR 12227/28 BCT Indore 273 265 249 787

13 NR 12263/64 Pune H. Nizamuddin 274 274 237 785

14 SR 12269/70 Chennai H. Nizamuddin 267 301 196 764

15 NR 12213/14 Yesvantpur Delhi S Rohilla 265 283 198 746

16 SER 12245/46 Howrah Yesvantpur 290 212 225 727

17 NR 12283/84 Ernakulam NZM 265 240 212 717

18 SCR 12219/20 Lokmanya Tilak Secunderabad 183 216 293 692

19 SR 22205/06 Chennai central Madurai 273 295 121 689

20 CR 12293/94 Lokmanya Tilak Allahabad 310 283 90 683

21 ER 22201/02 Sealdah Puri 322 211 148 681

22 SCR 22203/04 Visakhapatanam Secunderabad 266 289 112 667

23 SCR 12285/86 Secunderabad Nizamuddin 239 232 143 614

24 NR 12265/66 Delhi S Rohilla Jammu Tawi 171 187 185 543

25 NCR 12275/76 Allahbad New Delhi 194 213 113 520

26 CR 12289/90 Mumbai CSTM Nagpur 161 148 153 462

38 | P a g e

ZONE-WISE SCORES OF DURONTO TRAINS



S.N. Rly Train no From To Process Audit Score

Direct Observation

Score

Passenger feedback

Score

Total Score out of

thousand

1 CR 12297/98 Ahemdabad Pune 317 304 265 886

2 CR 12223/24 Lokmanya Tilak Ernakulam 299 277 246 822

3 CR 12293/94 Lokmanya Tilak Allahabad 310 283 90 683

4 CR 12289/90 Mumbai CSTM Nagpur 161 148 153 462

1 ER 12273/74 Howrah NewDelhi 311 312 256 879


3 ER 22201/02 Sealdah Puri 322 211 148 681

1 ECoR 12281/82 Bhubaneswar N. Delhi 297 271 241 809

1 NR 12263/64 Nizamuddin Pune 274 274 237 785

2 NR 12213/14 Yesvantpur Delhi S Rohilla 265 283 198 746

3 NR 12283/84 Ernakulam NZM 265 240 212 717

4 NR 12265/66 Delhi S Rohilla Jammu Tawi 171 187 185 543

1 NCR 12275/76 Allahbad New Delhi 194 213 113 520

1 SR 12269/70 Chennai H. Nizamuddin 267 301 196 764

2 SR 22205/06 Chennai Central Madurai 273 295 121 689

1 SCR 12219/20 Lokmanya Tilak Secunderabad 183 216 293 692

2 SCR 22203/04 VSKP Secunderabad 266 289 112 667

3 SCR 12285/86 Secunderabad H. Nizamuddin 239 232 143 614


2 SER 22213/14 Shalimar Patna 298 286 207 791

3 SER 12221/22 Pune Howrah 292 238 258 788


1 WR 12239/40 Mumbai Jaipur 308 284 276 868

2 WR 12267/68 Mumbai (BCT) Rajkot 295 286 251 832

3 WR 22209/10 BCT New Delhi 290 292 228 810

4 WR 12227/28 BCT Indore 273 265 249 787

39 | P a g e

II. RANKING OF OTHER THAN PREMIUM CATEGORY TRAINS

RANKING OF OTHER THAN PREMIUM TRAINS

Other than premium trains include: Sampark Kranti, Intercity, Jan Shatabdi and Other

Mail/express trains.



Rank Rly Category Train No. From To Process Audit Score

Direct Observation

Score

Passenger

Feedback Score

Total Score out of

thousand

1 SR Other Mail/ Exp. 22705/06 Tirupati Jammu Tawi 324 305 256 885

2 NWR Other Mail/ Exp. 19707/08 Bandra (T) Jaipur 293 288 299 881

3 ECoR Other Mail/ Exp. 22833/34 Bhubaneswar KJM 292 271 317 880

4 SR Other Mail/ Exp. 16859/60 MS MAQ 276 290 283 849

5 WCR Other Mail/ Exp. 19805/06 Kota Udhampur 286 292 254 831

6 WR Other Mail/ Exp. 12955/56 BCT Jaipur 298 292 242 831

7 ER Other Mail/ Exp. 13005/06 Howrah Amritsar 296 250 263 809

8 WR Other Mail/ Exp. 22913/14 Bandra Patna 308 271 221 800

9 SR Intercity 12677/78 KSR Bengaluru Ernakulam 283 254 252 789

10 SECR Other Mail/ Exp. 18237/38 Bilaspur Amritsar 309 249 229 787

11 SR Intercity 12679/80 Chennai coimbatore 252 269 261 782

12 SCR Other Mail/ Exp. 17229/30 Kochuveli Hyderabad 276 287 215 778

13 SCR Intercity 12705/06 Guntur Secunderabad 273 258 241 772

14 NR Jan Shatabdi 12055/56 New Delhi Dehradun 292 251 226 769

15 SER Other Mail/ Exp. 12839/40 Howrah Chennai 270 266 233 769

16 SR Jan Shatabdi 12075/76 TVC Kozhikode 298 210 258 766

17 NR Other Mail/ Exp. 14257/58 Varanasi New Delhi 287 251 226 764

18 SCR Other Mail/ Exp. 12723/24 Hyderabad New Delhi 255 247 261 763

19 SR Other Mail/ Exp. 12625/26 TVC New Dellhi 276 251 233 760

20 CR Other Mail/ Exp. 11077/78 Pune Jammu Tawi 284 271 205 759

21 SWR Other Mail/ Exp. 12295/96 KSR Bengaluru Danapur 269 266 224 759

22 SECR Other Mail/ Exp. 18233/34 Indore Bilaspur 242 235 281 758

23 SCR Other Mail/ Exp. 12701/02 Mumbai CSTM Hyderabad 272 269 216 758

24 NFR Other Mail/ Exp. 12515/16 TVC Silchar 291 261 206 758

25 NR Sampark Kranti 12217/18 Kochuveli Chandigarh 268 246 240 754

26 SR Other Mail/ Exp. 12621/22 Chennai New Delhi 317 211 224 752

27 SER Other Mail/ Exp. 12833/34 Ahmedabad Howrah 255 259 237 751

28 SR Other Mail/ Exp. 16779/80 Tirupati Rameshwaram 294 301 155 750

40 | P a g e


Direct Observation

Score

Passenger

Feedback Score

Total Score out of

thousand

29 WR Other Mail/ Exp. 19031/32 Ahmedabad Haridwar 263 266 216 745

30 WR Other Mail/ Exp. 12925/26 Bandra (T) Amritsar 295 272 177 744

31 SCR Sampark Kranti 12707/08 Tirupati H.Nizamuddin 259 246 240 744

32 SR Jan Shatabdi 12077/78 Chennai Vijaywada 294 216 228 738

33 SECR Sampark Kranti 12823/24 Durg H.Nizamuddin 240 234 265 738

34 ER Sampark Kranti 12379/80 Sealdah Amritsar 260 202 274 736

35 SCR Other Mail/ Exp. 12715/16 NED Amritsar 283 256 196 735

36 NWR Sampark Kranti 12463/64 DEE Jodhpur 284 268 183 735

37 NR Other Mail/ Exp. 14055/56 DBRT Delhi 262 256 211 729

38 ECR Sampark Kranti 12565/66 Darbhanga New Delhi 248 239 241 728

39 NR Sampark Kranti 12449/50 Madgaon Chandigarh 244 254 229 728

40 NR Sampark Kranti 12445/46 New Delhi Katra 250 243 234 727

41 WCR Sampark Kranti 12121/22 Jabalpur H.Nizamuddin 260 226 241 727

42 NER Other Mail/ Exp. 15017/18 LTT Gorakhpur 288 224 214 726

43 CR Other Mail/ Exp. 12137/38 Mumbai CSTM Firozpur 258 241 226 725

44 SER Other Mail/ Exp. 20889/90 Howrah Vijayawada 217 235 271 724

45 ECoR Sampark Kranti 12819/20 BBS New Delhi 254 235 232 721

46 WCR Jan Shatabdi 12059/60 Kota NZM 279 207 232 718

47 WR Sampark Kranti 12917/18 Ahmedabad H.Nizamuddin 238 229 249 716

48 SWR Sampark Kranti 12649/50 Yesvantpur H.Nizamuddin 256 225 233 714

49 CR Jan Shatabdi 12051/52 Dadar Madgaon 253 209 250 712

50 SWR Other Mail/ Exp. 16593/94 NED KSR Bengaluru 268 230 212 710

51 NER Other Mail/ Exp. 12591/92 Gorakhpur Yesvantpur 290 214 205 709

52 WR Sampark Kranti 12907/08 BDTS H.Nizamuddin 250 234 223 707

53 ER Sampark Kranti 12329/30 Sealdah Delhi 244 226 234 704

54 NR Other Mail/ Exp. 14611/12 Ghazipur SVDK 257 229 217 703

55 NR Other Mail/ Exp. 12477/78 Jamnagar SVDK 261 233 209 702

56 SCR Other Mail/ Exp. 12703/04 Howrah Secunderabad 257 219 225 701


58 WR Other Mail/ Exp. 19423/24 (New) 22919/20

Chennai Central

Ahmedabad 259 238 203 700

59 SR Other Mail/ Exp. 12615/16 Channai New Delhi 263 218 218 699

60 SR Sampark Kranti 12651/52 Madurai H.Nizamuddin 229 240 230 699

61 WR Other Mail/ Exp. 12947/48 Ahmedabad Patna 250 242 205 697

62 ER Other Mail/ Exp. 12311/12 Howrah Kalka 218 216 261 695

63 NER Intercity 12531/32 Gorakhpur Lucknow (LJN) 241 225 228 694

64 WCR Intercity 11651/52 Jabalpur Singrauli 233 186 273 692

41 | P a g e


Direct Observation

Score

Passenger

Feedback Score

Total Score out of

thousand

65 CR Jan Shatabdi 12071/72 Dadar Jalna 246 214 229 689

66 NER Other Mail/ Exp. 12589/90 Gorakhpur Secunderabad 278 203 208 689

67 NR Sampark Kranti 12447/48 NZM Manikpur 248 246 195 688

68 SR Other Mail/ Exp. 12655/56 Ahmedabad Chennai 245 210 231 686

69 SWR Sampark Kranti 12629/30 Yesvantpur H.Nizamuddin 240 212 233 685

70 WCR Other Mail/ Exp. 12191/92 H. Nizamuddin Jabalpur 233 214 236 684

71 CR Other Mail/ Exp. 12151/52 LTT Howrah 222 219 241 683

72 NFR Sampark Kranti 12501/02 Silchar New Delhi 272 244 167 683

73 NFR Other Mail/ Exp. 15667/68 Gandhidham Kamakhya 263 232 184 679

74 SWR Intercity 12725/26 KSR Bengaluru Dharwar 219 198 261 678

75 NER Other Mail/ Exp. 12511/12 Gorakhpur TVC 279 208 191 678

76 SECR Jan Shatabdi 12069/70 Raigarh Gondia 256 220 201 677

77 NR Jan Shatabdi 12053/54 Haridwar Amritsar 273 249 146 668

78 ECoR Jan Shatabdi 12073/74 Bhubaneshwar Howrah 225 185 256 666

79 NER Other Mail/ Exp. 15047/48 Kolkata Gorakhpur 283 189 191 664

80 ECoR Other Mail/ Exp. 18401/02 Puri Okha 238 208 218 664

81 ER Intercity 13011/12 Howrah Malda town 257 244 162 663

82 WR Other Mail/ Exp. 12915/16 Ahmedabad Delhi 212 217 230 659

83 NER Sampark Kranti 15035/36 Kathgodam Delhi 253 229 177 659

84 ECR Other Mail/ Exp. 12553/54 Barauni New Delhi 251 212 193 656

85 CR Other Mail/ Exp. 11065/66 Mysore Jn Renigunta 246 217 189 652

86 SER Sampark Kranti 12825/26 Ranchi New Delhi 230 232 185 647

87 WR Other Mail/ Exp. 19037/38 Bandra (T) Gorakhpur 246 171 229 646

88 SECR Other Mail/ Exp. 22867/68 Durg NZM 249 234 161 644

89 SER Other Mail/ Exp. 18645/46 Howrah Hyderabad 192 192 255 639

90 NFR Intercity 15717/18 Guwahati Mariani 286 174 171 631

91 SWR Other Mail/ Exp. 16501/02 Ahmedabad Yesvantpur 188 184 255 627

92 ECoR Intercity 18303/04 Sambalpur Puri 224 220 176 620

93 WR Other Mail/ Exp. 12903/04 BCT Amritsar 206 198 214 618

94 WCR Other Mail/ Exp. 22163/64 Bhopal Khajuraho 229 210 176 615

95 ER Other Mail/ Exp. 12321/22 Howrah Mumbai CSTM 235 178 202 615

96 NCR Intercity 12179/80 Lucknow(LJN) Agra 233 213 165 611

97 WR Intercity 12935/36 Bandra (T) Surat 237 229 145 611

98 NR Intercity 12415/16 Indore New Delhi 202 170 237 608

99 WR Other Mail/ Exp. 20903/04 Vadodara Varanasi 206 156 239 601

100 SWR Other Mail/ Exp. 16533/34 Jodhpur Yesvantpur 233 200 168 601

101 WR Intercity 19035/36 Vadodara Ahmedabad 194 197 207 597

42 | P a g e


Direct Observation

Score

Passenger

Feedback Score

Total Score out of

thousand

102 WCR Other Mail/ Exp. 11463/64 Somnath Jabalpur 209 193 190 592

103 ECoR Other Mail/ Exp. 12859/60 Mumbai CSTM Howrah 214 190 185 589

104 NR Intercity 12459/60 New Delhi Amritsar 185 141 257 583

105 SER Intercity 22891/92 Howrah (via TATA)

Ranchi 212 189 180 581

106 SR Jan Shatabdi 12083/84 Mayiladuthurai Coimbatore 238 165 170 573

107 SR Jan Shatabdi 12081/82 Kannur TVC 198 164 207 569

108 ECR Other Mail/ Exp. 13201/02 Rajendranagar LTT 163 191 213 567

109 ECR Intercity 13243/44 Patna Bhabua Road 219 232 113 564

110 ECoR Other Mail/ Exp. 12803/04 VSKP NZM 184 157 222 563

111 ER Intercity 12341/42 Howrah Asansol 159 180 223 562

112 ECoR Other Mail/ Exp. 12801/02 Puri New Delhi 233 164 161 558

113 ECR Other Mail/ Exp. 15203/04 Barauni Lucknow 156 141 259 556

114 NFR Other Mail/ Exp. 12509/10 BNC Guwahati 207 195 145 547

115 NFR Other Mail/ Exp. 12505/06 Guwahati Anand Vihar (T)

195 149 112 546

116 ECR Jan Shatabdi 12023/24 Patna Howrah 146 159 237 542

117 SWR Jan Shatabdi 12079/80 Bangalore Hubli 144 135 260 539

118 NWR Jan Shatabdi 12065/66 Ajmer NZM 213 167 156 536

119 WCR Jan Shatabdi 12061/62 Jabalpur Habibganj 198 164 166 528

120 SER Other Mail/ Exp. 12863/64 Howrah Yesvantpur 236 139 151 526

121 SER Jan Shatabdi 12021/22 Howrah Barabil 124 146 251 521

122 SWR Intercity 20651/52 Bangalore Shimoga 184 179 153 516

123 SER Other Mail/ Exp. 18029/30 LTT Shalimar 186 106 218 510

124 NWR Intercity 22471/72 Bikaner Delhi S Rohilla 178 138 177 493

125 NR Jan Shatabdi 12057/58 New Delhi Una 105 164 222 490

126 CR Intercity 12127/28 Mumbai CSTM Pune 92 162 234 488

127 ECR Other Mail/ Exp. 12391/92 Rajgir New Delhi 151 128 208 488

128 SCR Other Mail/ Exp. 12791/92 Secunderabad Patna 189 213 77 479

129 ECR Jan Shatabdi 12365/66 Ranchi Patna 213 167 95 474

130 SER Other Mail/ Exp. 12809/10 Mumbai CSTM Howrah 181 150 133 463

131 SCR Other Mail/ Exp. 17479/80 Puri Tirupati 166 170 126 462

132 NFR Jan Shatabdi 12067/68 Guwahati Jorhat Town 102 135 212 450

43 | P a g e

ZONE-WISE SCORES OF OTHER THAN PREMIUM TRAINS

Other than premium trains include: Sampark Kranti, Intercity, Jan Shatabdi and Other

Mail/express trains.



S.N Rly Category Train No. From To Process

Audit Score

Direct Observation

Score

Passenger Feedback

Score

Total Score out of

thousand

1 CR Other Mail/ Exp. 11077/78 Pune Jammu Tawi

284 271 205 759

2 CR Other Mail/ Exp. 12137/38 Mumbai CSTM Firozpur 258 241 226 725

3 CR Jan Shatabdi 12051/52 Dadar Madgaon 253 209 250 712

4 CR Jan Shatabdi 12071/72 Dadar Jalna 246 214 229 689

5 CR Other Mail/ Exp. 12151/52 LTT Howrah 222 219 241 683

6 CR Other Mail/ Exp. 11065/66 Mysore Jn Renigunta 246 217 189 652

7 CR Intercity 12127/28 Mumbai CSTM Pune 92 162 234 488

1 ER Other Mail/ Exp. 13005/06 Howrah Amritsar 296 250 263 809

2 ER Sampark Kranti 12379/80 Sealdah Amritsar 260 202 274 736

3 ER Sampark Kranti 12329/30 Sealdah Delhi 244 226 234 704

4 ER Other Mail/ Exp. 12311/12 Howrah Kalka 218 216 261 695

5 ER Intercity 13011/12 Howrah Malda town 257 244 162 663

6 ER Other Mail/ Exp. 12321/22 Howrah Mumbai CSTM

235 178 202 615

7 ER Intercity 12341/42 Howrah Asansol 159 180 223 562

1 ECR Sampark Kranti 12565/66 Darbhanga New Delhi 248 239 241 728

2 ECR Other Mail/ Exp. 12553/54 Barauni New Delhi 251 212 193 656

3 ECR Other Mail/ Exp. 13201/02 RJPB LTT 163 191 213 567

4 ECR Intercity 13243/44 Patna Bhabua Road

219 232 113 564

5 ECR Other Mail/ Exp. 15203/04 Barauni Lucknow 156 141 259 556

6 ECR Jan Shatabdi 12023/24 Patna Howrah 146 159 237 542

7 ECR Other Mail/ Exp. 12391/92 Rajgir New Delhi 151 128 208 488

8 ECR Jan Shatabdi 12365/66 Ranchi Patna 213 167 95 474

44 | P a g e


Audit Score

Direct Observation

Score

Passenger Feedback

Score

Total Score out of

thousand

1 ECoR Other Mail/ Exp. 22833/34 Bhubaneswar KJM 292 271 317 880

2 ECoR Jan Shatabdi 12073/74 BBS Howrah 225 185 256 666

3 ECoR Sampark Kranti 12819/20 BBS New Delhi 254 235 232 721

4 ECoR Other Mail/ Exp. 12803/04 VSKP NZM 184 157 222 563

5 ECoR Other Mail/ Exp. 18401/02 Puri Okha 238 208 218 664

6 ECoR Other Mail/ Exp. 12859/60 Mumbai CSTM Howrah 214 190 185 589

7 ECoR Intercity 18303/04 Sambalpur Puri 224 220 176 620

8 ECoR Other Mail/ Exp. 12801/02 Puri New Delhi 233 164 161 558

1 NR Jan Shatabdi 12055/56 New Delhi Dehradun 292 251 226 769


3 NR Sampark Kranti 12217/18 Kochuveli Chandigarh 268 246 240 754

4 NR Other Mail/ Exp. 14055/56 DBRG Delhi 262 256 211 729

5 NR Sampark Kranti 12449/50 Madgaon Chandigarh 244 254 229 728

6 NR Sampark Kranti 12445/46 New Delhi Katra 250 243 234 727

7 NR Other Mail/ Exp. 14611/12 Ghazipur SVDK 257 229 217 703

8 NR Other Mail/ Exp. 12477/78 Jamnagar SVDK 261 233 209 702


10 NR Sampark Kranti 12447/48 NZM Manikpur 248 246 195 688

11 NR Jan Shatabdi 12053/54 Haridwar Amritsar 273 249 146 668

12 NR Intercity 12415/16 Indore New Delhi 202 170 237 608

13 NR Intercity 12459/60 New Delhi Amritsar 185 141 257 583

14 NR Jan Shatabdi 12057/58 New Delhi Una 105 164 222 490

1 NCR Intercity 12179/80 Lucknow(LJN) Agra 233 213 165 611

1 NER Other Mail/ Exp. 15017/18 LTT Gorakhpur 288 224 214 726

2 NER Other Mail/ Exp. 12591/92 Gorakhpur Yesvantpur 290 214 205 709

3 NER Intercity 12531/32 Gorakhpur Lucknow 241 225 228 694

4 NER Other Mail/ Exp. 12589/90 Gorakhpur SC 278 203 208 689

5 NER Other Mail/ Exp. 12511/12 Gorakhpur TVC 279 208 191 678

45 | P a g e


Audit Score

Direct Observation

Score

Passenger Feedback

Score

Total Score out of

thousand

6 NER Other Mail/ Exp. 15047/48 Kolkata Gorakhpur 283 189 191 664

7 NER Sampark Kranti 15035/36 Kathgodam Delhi 253 229 177 659

1 NFR Other Mail/ Exp. 12515/16 TVC Silchar 291 261 206 758

2 NFR Sampark Kranti 12501/02 Silchar New Delhi 272 244 167 683

3 NFR Other Mail/ Exp. 15667/68 Gandhidham Kamakhya 263 232 184 679

4 NFR Intercity 15717/18 Guwahati Mariani 286 174 171 631

5 NFR Other Mail/ Exp. 12509/10 BNC Guwahati 207 195 145 547

6 NFR Other Mail/ Exp. 12505/06 Guwahati ANVT 195 149 112 546

7 NFR Jan Shatabdi 12067/68 Guwahati Jorhat Town

102 135 212 450

1 NWR Other Mail/ Exp. 19707/08 Bandra (T) Jaipur 293 288 299 881

2 NWR Sampark Kranti 12463/64 DEE Jodhpur 284 268 183 735

3 NWR Jan Shatabdi 12065/66 Ajmer NZM 213 167 156 536

4 NWR Intercity 22471/72 Bikaner DEE 178 138 177 493

1 SR Other Mail/ Exp. 22705/06 Tirupati JAT 324 305 256 885

2 SR Other Mail/ Exp. 16859/60 MS MAQ 276 290 283 849

3 SR Intercity 12677/78 SBC Ernakulam 283 254 252 789

4 SR Intercity 12679/80 Chennai Coimbatore 252 269 261 782

5 SR Jan Shatabdi 12075/76 TVC Kozhikode 298 210 258 766

6 SR Other Mail/ Exp. 12625/26 TVC New Delhi 276 251 233 760


8 SR Other Mail/ Exp. 16779/80 Tirupati RMM 294 301 155 750

9 SR Jan Shatabdi 12077/78 Chennai Vijayawada 294 216 228 738


11 SR Sampark Kranti 12651/52 Madurai NZM 229 240 230 699

12 SR Other Mail/ Exp. 12655/56 Ahmedabad Chennai 245 210 231 686

13 SR Jan Shatabdi 12083/84 MV Coimbatore 238 165 170 573

14 SR Jan Shatabdi 12081/82 Kannur TVC 198 164 207 569

46 | P a g e


Audit Score

Direct Observation

Score

Passenger Feedback

Score

Total Score out of

thousand

1 SCR Other Mail/ Exp. 17229/30 Kochuveli Hyderabad 276 287 215 778

2 SCR Intercity 12705/06 Guntur Secunderabad

273 258 241 772

3 SCR Other Mail/ Exp. 12723/24 Hyderabad New Delhi 255 247 261 763

4 SCR Other Mail/ Exp. 12701/02 Mumbai CSTM Hyderabad 272 269 216 758

5 SCR Sampark Kranti 12707/08 Tirupati NZM 259 246 240 744

6 SCR Other Mail/ Exp. 12715/16 NED Amritsar 283 256 196 735

7 SCR Other Mail/ Exp. 12703/04 Howrah Secunderabad

257 219 225 701

8 SCR Other Mail/ Exp. 12791/92 SC Patna 189 213 77 479

9 SCR Other Mail/ Exp. 17479/80 Puri Tirupati 166 170 126 462

1 SER Other Mail/ Exp. 12839/40 Howrah Chennai 270 266 233 769

2 SER Other Mail/ Exp. 12833/34 Ahmedabad Howrah 255 259 237 751

3 SER Other Mail/ Exp. 20889/90 Howrah Vijayawada 217 235 271 724

4 SER Sampark Kranti 12825/26 Ranchi New Delhi 230 232 185 647

5 SER Other Mail/ Exp. 18645/46 Howrah Hyderabad 192 192 255 639

6 SER Intercity 22891/92 Howrah (via TATA)

Ranchi 212 189 180 581

7 SER Other Mail/ Exp. 12863/64 Howrah Yesvantpur 236 139 151 526

8 SER Jan Shatabdi 12021/22 Howrah Barabil 124 146 251 521

9 SER Other Mail/ Exp. 18029/30 LTT Shalimar 186 106 218 510

10 SER Other Mail/ Exp. 12809/10 Mumbai CSTM Howrah 181 150 133 463

1 SECR Other Mail/ Exp. 18237/38 Bilaspur Amritsar 309 249 229 787

2 SECR Other Mail/ Exp. 18233/34 Indore Bilaspur 242 235 281 758

3 SECR Sampark Kranti 12823/24 Durg NZM 240 234 265 738

4 SECR Jan Shatabdi 12069/70 Raigarh Gondia 256 220 201 677

5 SECR Other Mail/ Exp. 22867/68 Durg NZM 249 234 161 644

1 SWR Other Mail/ Exp. 12295/96 SBC Danapur 269 266 224 759

2 SWR Sampark Kranti 12649/50 Yesvantpur NZM 256 225 233 714

3 SWR Other Mail/ Exp. 16593/94 NED KSR Bengaluru

268 230 212 710

4 SWR Sampark Kranti 12629/30 Yesvantpur NZM 240 212 233 685

47 | P a g e


Audit Score

Direct Observation

Score

Passenger Feedback

Score

Total Score out of

thousand

5 SWR Intercity 12725/26 SBC Dharwar 219 198 261 678

6 SWR Other Mail/ Exp. 16501/02 Ahmedabad Yesvantpur 188 184 255 627

7 SWR Other Mail/ Exp. 16533/34 Jodhpur Yesvantpur 233 200 168 601

8 SWR Jan Shatabdi 12079/80 Bangalore Hubli 144 135 260 539

9 SWR Intercity 20651/52 Bangalore Shimoga 184 179 153 516

1 WR Other Mail/ Exp. 12955/56 BCT Jaipur 298 292 242 831

2 WR Other Mail/ Exp. 22913/14 Bandra Patna 308 271 221 800

3 WR Other Mail/ Exp. 19031/32 Ahmedabad Haridwar 263 266 216 745

4 WR Other Mail/ Exp. 12925/26 Bandra (T) Amritsar 295 272 177 744

5 WR Sampark Kranti 12917/18 Ahmedabad NZM 238 229 249 716

6 WR Sampark Kranti 12907/08 BDTS NZM 250 234 223 707

7 WR Other Mail/ Exp. 19423/24 MAS Ahmedabad 259 238 203 700

8 WR Other Mail/ Exp. 12947/48 Ahmedabad Patna 250 242 205 697

9 WR Other Mail/ Exp. 12915/16 Ahmedabad Delhi 212 217 230 659

10 WR Other Mail/ Exp. 19037/38 Bandra (T) Gorakhpur 246 171 229 646

11 WR Other Mail/ Exp. 12903/04 BCT Amritsar 206 198 214 618

12 WR Intercity 12935/36 Bandra (T) Surat 237 229 145 611

13 WR Other Mail/ Exp. 20903/04 Vadodara Varanasi 206 156 239 601

14 WR Intercity 19035/36 Vadodara Ahmedabad 194 197 207 597

1 WCR Other Mail/ Exp. 19805/06 Kota Udhampur 286 292 254 831

2 WCR Sampark Kranti 12121/22 Jabalpur NZM 260 226 241 727

3 WCR Jan Shatabdi 12059/60 Kota NZM 279 207 232 718

4 WCR Intercity 11651/52 Jabalpur Singrauli 233 186 273 692

5 WCR Other Mail/ Exp. 12191/92 NZM Jabalpur 233 214 236 684

6 WCR Other Mail/ Exp. 22163/64 Bhopal Khajuraho 229 210 176 615

7 WCR Other Mail/ Exp. 11463/64 Somnath Jabalpur 209 193 190 592

8 WCR Jan Shatabdi 12061/62 Jabalpur Habibganj 198 164 166 528

48 | P a g e

OVERALL RANKING OF SAMPARK KRANTI EXPRESS



Rank Rly Train No. From To Process

Audit Score

Direct Observation

Score

Passenger Feedback

Score

Total Score out of

thousand

1 NR 12217/18 Kochuveli Chandigarh 268 246 240 754

2 SCR 12707/08 Tirupati NZM 259 246 240 744

3 SECR 12823/24 Durg NZM 240 234 265 738

4 ER 12379/80 Sealdah Amritsar 260 202 274 736

5 NWR 12463/64 DEE Jodhpur 284 268 183 735

6 ECR 12565/66 Darbhanga New Delhi 248 239 241 728

7 NR 12449/50 Madgaon Chandigarh 244 254 229 728

8 NR 12445/46 New Delhi Katra 250 243 234 727

9 WCR 12121/22 Jabalpur NZM 260 226 241 727

10 ECoR 12819/20 BBS New Delhi 254 235 232 721

11 WR 12917/18 Ahmedabad NZM 238 229 249 716

12 SWR 12649/50 Yesvantpur NZM 256 225 233 714

13 WR 12907/08 BDTS NZM 250 234 223 707

14 ER 12329/30 Sealdah Delhi 244 226 234 704

15 SR 12651/52 Madurai NZM 229 240 230 699

16 NR 12447/48 NZM Manikpur 248 246 195 688


18 NFR 12501/02 Silchar New Delhi 272 244 167 683

19 NER 15035/36 Kathgodam Delhi 253 229 177 659

20 SER 12825/26 Ranchi New Delhi 230 232 185 647

49 | P a g e

ZONE-WISE SCORE OF SAMPARK KRANTI EXPRESS



S.N. Rly Train No. From To Process

Audit Score

Direct Observation

Score

Passenger Feedback

Score

Total Score out

of thousand

1 ER 12379/80 Sealdah Amritsar 260 202 274 736

2 ER 12329/30 Sealdah Delhi 244 226 234 704

1 ECR 12565/66 Darbhanga New Delhi 248 239 241 728

1 ECoR 12819/20 BBS New Delhi 254 235 232 721

1 NR 12217/18 Kochuveli Chandigarh 268 246 240 754

2 NR 12449/50 Madgaon Chandigarh 244 254 229 728

3 NR 12445/46 New Delhi Katra 250 243 234 727

4 NR 12447/48 NZM Manikpur 248 246 195 688

1 NER 15035/36 Kathgodam Delhi 253 229 177 659

1 NFR 12501/02 Silchar New Delhi 272 244 167 683

1 NWR 12463/64 DEE Jodhpur 284 268 183 735

1 SR 12651/52 Madurai NZM 229 240 230 699

1 SCR 12707/08 Tirupati NZM 259 246 240 744

1 SER 12825/26 Ranchi New Delhi 230 232 185 647

1 SECR 12823/24 Durg NZM 240 234 265 738



1 WR 12917/18 Ahmedabad NZM 238 229 249 716

2 WR 12907/08 BDTS NZM 250 234 223 707

1 WCR 12121/22 Jabalpur NZM 260 226 241 727

50 | P a g e

OVERALL RANKING OF INTERCITY EXPRESS



Rank Rly Train no From To Process

Audit Score

Direct Observation

Score

Passenger Feedback

Score

Total Score out

of thousand

1 SR 12677/78 KSR Bengaluru Ernakulam 283 254 252 789

2 SR 12679/80 Chennai coimbatore 252 269 261 782

3 SCR 12705/06 Guntur Secunderabad 273 258 241 772

4 NER 12531/32 Gorakhpur Lucknow (LJN) 241 225 228 694

5 WCR 11651/52 Jabalpur Singrauli 233 186 273 692

6 SWR 12725/26 KSR Bengaluru Dharwar 219 198 261 678

7 ER 13011/12 Howrah Malda town 257 244 162 663

8 NFR 15717/18 Guwahati Mariani 286 174 171 631

9 ECoR 18303/04 Sambalpur Puri 224 220 176 620

10 NCR 12179/80 Lucknow(LJN) Agra 233 213 165 611

11 WR 12935/36 Bandra (T) Surat 237 229 145 611

12 NR 12415/16 Indore New Delhi 202 170 237 608

13 WR 19035/36 Vadodara Ahmedabad 194 197 207 597


15 SER 22891/92 Howrah (via TATA) Ranchi

212 189 180 581

16 ECR 13243/44 Patna Bhabua Road 219 232 113 564

17 ER 12341/42 Howrah Asansol 159 180 223 562

18 SWR 20651/52 Bangalore Shimoga 184 179 153 516

19 NWR 22471/72 Bikaner Delhi S Rohilla 178 138 177 493

20 CR 12127/28 Mumbai CSTM Pune 92 162 234 488

51 | P a g e

ZONE-WISE SCORES OF INTERCITY EXPRESS




Direct Observation

Score

Passenger Feedback

Score

Total Score out

of thousand

1 CR 12127/28 Mumbai CSTM Pune 92 162 234 488

1 ER 13011/12 Howrah Malda town 257 244 162 663

2 ER 12341/42 Howrah Asansol 159 180 223 562

1 ECR 13243/44 Patna Bhabua Road 219 232 113 564

1 ECoR 18303/04 Sambalpur Puri 224 220 176 620

1 NR 12415/16 Indore New Delhi 202 170 237 608


1 NCR 12179/80 Lucknow(LJN) Agra 233 213 165 611

1 NER 12531/32 Gorakhpur Lucknow(LJN) 241 225 228 694

1 NFR 15717/18 Guwahati Mariani 286 174 171 631

1 NWR 22471/72 Bikaner Delhi S Rohilla 178 138 177 493

1 SR 12677/78 KSR Bengaluru Ernakulam 283 254 252 789

2 SR 12679/80 Chennai coimbatore 252 269 261 782

1 SCR 12705/06 Guntur Secunderabad 273 258 241 772

1 SER 22891/92 Howrah (via TATA) Ranchi

212 189 180 581

1 SWR 12725/26 KSR Bengaluru Dharwar 219 198 261 678

2 SWR 20651/52 Intercity Bangalore 184 179 153 516

1 WR 12935/36 Bandra (T) Surat 237 229 145 611

2 WR 19035/36 Intercity Vadodara

194 197 207 597

1 WCR 11651/52 Jabalpur Singrauli 233 186 273 692

52 | P a g e

OVERALL RANKING OF JAN SHATABDI EXPRESS





Passenger Feedback

Score

Total Score out of

thousand


2 SR 12075/76 TVC Kozhikode 298 210 258 766

3 SR 12077/78 Chennai Vijaywada 294 216 228 738

4 WCR 12059/60 Kota NZM 279 207 232 718

5 CR 12051/52 Dadar Madgaon 253 209 250 712

6 CR 12071/72 Dadar Jalna 246 214 229 689

7 SECR 12069/70 Raigarh Gondia 256 220 201 677

8 NR 12053/54 Haridwar Amritsar 273 249 146 668

9 ECoR 12073/74 Bhubaneshwar Howrah 225 185 256 666

10 SR 12083/84 Mayiladuthurai Coimbatore 238 165 170 573

11 SR 12081/82 Kannur TVC 198 164 207 569

12 ECR 12023/24 Patna Howrah 146 159 237 542

13 SWR 12079/80 Bangalore Hubli 144 135 260 539

14 NWR 12065/66 Ajmer NZM 213 167 156 536

15 WCR 12061/62 Jabalpur Habibganj 198 164 166 528

16 SER 12021/22 Howrah Barabil 124 146 251 521

17 NR 12057/58 New Delhi Una 105 164 222 490

18 ECR 12365/66 Ranchi Patna 213 167 95 474

19 NFR 12067/68 Guwahati Jorhat Town 102 135 212 450

53 | P a g e

ZONE-WISE SCORES OF JAN SHATABDI EXPRESS



S.N. Rly Train no From To Process

Audit Score

Direct Observation

Score

Passenger Feedback

Score

Total Score out of

thousand

1 CR 12051/52 Dadar Madgaon 253 209 250 712

2 CR 12071/72 Dadar Jalna 246 214 229 689

1 ECR 12023/24 Howrah Patna 146 159 237 542

2 ECR 12365/66 Patna Ranchi 213 167 95 474

1 ECoR 12073/74 Howrah Bhubaneswar 225 185 256 666


2 NR 12053/54 Haridwar Amritsar 273 249 146 668

3 NR 12057/58 New Delhi Una 105 164 222 490

1 NFR 12067/68 Guwahati Jorhat Town 102 135 212 450

1 NWR 12065/66 Ajmer DEE 213 167 156 536

1 SR 12075/76 Kozhikode TVC 298 210 258 766

2 SR 12077/78 Chennai Central Vijayawada 294 216 228 738

3 SR 12083/84 Mayiladuturai Coimbatore 238 165 170 573

4 SR 12081/82 Kannur TVC 198 164 207 569

1 SER 12021/22 Howrah Barbil 124 146 251 521

1 SECR 12069/70 Raigarh Gondia 256 220 201 677

1 SWR 12079/80 Bengaluru Hubballi 144 135 260 539

1 WCR 12059/60 Kota NZM 279 207 232 718

2 WCR 12061/62 Habibganj Jabalpur 198 164 166 528

54 | P a g e

OVERALL RANKING OF OTHER MAIL/EXP. TRAINS




Direct Observation

Score

Passenger Feedback

Score

Total Score out of

thousand

1 SR 22705/06 Tirupati Jammu Tawi 324 305 256 885

2 NWR 19707/08 Bandra (T) Jaipur 293 288 299 881

3 ECoR 22833/34 Bhubaneswar KJM 292 271 317 880

4 SR 16859/60 Chennai Egmore Mangaluru central 276 290 283 849

5 WCR 19805/06 Kota Udhampur 286 292 254 831

6 WR 12955/56 BCT Jaipur 298 292 242 831

7 ER 13005/06 Howrah Amritsar 296 250 263 809

8 WR 22913/14 Bandra Patna 308 271 221 800

9 SECR 18237/38 Bilaspur Amritsar 309 249 229 787

10 SCR 17229/30 Kochuveli Hyderabad 276 287 215 778

11 SER 12839/40 Howrah Chennai 270 266 233 769

12 NR 14257/58 Varanasi New Delhi 287 251 226 764

13 SCR 12723/24 Hyderabad New Delhi 255 247 261 763

14 SR 12625/26 TVC New Dellhi 276 251 233 760

15 CR 11077/78 Pune Jammu Tawi 284 271 205 759

16 SWR 12295/96 KSR Bengaluru Danapur 269 266 224 759

17 SECR 18233/34 Indore Bilaspur 242 235 281 758

18 SCR 12701/02 Mumbai CSTM Hyderabad 272 269 216 758

19 NFR 12515/16 TVC Silchar 291 261 206 758

20 SR 12621/22 Chennai New Delhi 317 211 224 752

21 SER 12833/34 Ahmedabad Howrah 255 259 237 751

22 SR 16779/80 Tirupati Rameshwaram 294 301 155 750

23 WR 19031/32 Ahmedabad Haridwar 263 266 216 745

24 WR 12925/26 Bandra (T) Amritsar 295 272 177 744

25 SCR 12715/16 NED Amritsar 283 256 196 735

26 NR 14055/56 DBRT Delhi 262 256 211 729

27 NER 15017/18 LTT Gorakhpur 288 224 214 726

28 CR 12137/38 Mumbai CSTM Firozpur 258 241 226 725

29 SER 20889/90 Howrah Vijayawada 217 235 271 724

30 SWR 16593/94 NED KSR Bengaluru 268 230 212 710

31 NER 12591/92 Gorakhpur Yesvantpur 290 214 205 709

32 NR 14611/12 Ghazipur SVDK 257 229 217 703

33 NR 12477/78 Jamnagar SVDK 261 233 209 702

34 SCR 12703/04 Howrah Secunderabad 257 219 225 701


36 WR

19423/24

(New)

22919/20

Chennai Central Ahmedabad 259 238 203 700

37 SR 12615/16 Channai New Delhi 263 218 218 699

38 WR 12947/48 Ahmedabad Patna 250 242 205 697

55 | P a g e


Direct Observation

Score

Passenger Feedback

Score

Total Score out of

thousand

39 ER 12311/12 Howrah Kalka 218 216 261 695

40 NER 12589/90 Gorakhpur Secunderabad 278 203 208 689

41 SR 12655/56 Ahmedabad Chennai 245 210 231 686

42 WCR 12191/92 H. Nizamuddin Jabalpur 233 214 236 684

43 CR 12151/52 LTT Howrah 222 219 241 683

44 NFR 15667/68 Gandhidham Kamakhya 263 232 184 679

45 NER 12511/12 Gorakhpur TVC 279 208 191 678

46 NER 15047/48 Kolkata Gorakhpur 283 189 191 664

47 ECoR 18401/02 Puri Okha 238 208 218 664

48 WR 12915/16 Ahmedabad Delhi 212 217 230 659

49 ECR 12553/54 Barauni New Delhi 251 212 193 656

50 CR 11065/66 Mysore Jn Renigunta 246 217 189 652

51 WR 19037/38 Bandra (T) Gorakhpur 246 171 229 646

52 SECR 22867/68 Durg NZM 249 234 161 644

53 SER 18645/46 Howrah Hyderabad 192 192 255 639

54 SWR 16501/02 Ahmedabad Yesvantpur 188 184 255 627

55 WR 12903/04 BCT Amritsar 206 198 214 618

56 WCR 22163/64 Bhopal Khajuraho 229 210 176 615

57 ER 12321/22 Howrah Mumbai CSTM 235 178 202 615

58 WR 20903/04 Vadodara Varanasi 206 156 239 601

59 SWR 16533/34 Jodhpur Yesvantpur 233 200 168 601

60 WCR 11463/64 Somnath Jabalpur 209 193 190 592

61 ECoR 12859/60 Mumbai CSTM Howrah 214 190 185 589

62 ECR 13201/02 Rajendranagar LTT 163 191 213 567

63 ECoR 12803/04 VSKP NZM 184 157 222 563

64 ECoR 12801/02 Puri New Delhi 233 164 161 558

65 ECR 15203/04 Barauni Lucknow 156 141 259 556

66 NFR 12509/10 BNC Guwahati 207 195 145 547

67 NFR 12505/06 Guwahati Anand Vihar (T) 195 149 112 546


69 SER 18029/30 LTT Shalimar 186 106 218 510

70 ECR 12391/92 Rajgir New Delhi 151 128 208 488

71 SCR 12791/92 Secunderabad Patna 189 213 77 479


73 SCR 17479/80 Puri Tirupati 166 170 126 462

56 | P a g e

ZONE-WISE SCORES OF OTHER MAIL/EXP. TRAINS




Direct Observation

Score

Passenger Feedback

Score

Total Score out of

thousand

1 CR 11077/78 Pune Jammu Tawi 284 271 205 759

2 CR 12137/38 Mumbai CSTM Firozpur 258 241 226 725

3 CR 12151/52 LTT Howrah 222 219 241 683

4 CR 11065/66 Mysore Jn Renigunta 246 217 189 652

1 ER 13005/06 Howrah Amritsar 296 250 263 809

2 ER 12311/12 Howrah Kalka 218 216 261 695

3 ER 12321/22 Howrah Mumbai CSTM 235 178 202 615

1 ECR 12553/54 Barauni New Delhi 251 212 193 656

2 ECR 13201/02 Rajendranagar LTT 163 191 213 567

3 ECR 15203/04 Barauni Lucknow 156 141 259 556

4 ECR 12391/92 Rajgir New Delhi 151 128 208 488

1 ECoR 22833/34 Bhubaneswar KJM 292 271 317 880

2 ECoR 18401/02 Puri Okha 238 208 218 664

3 ECoR 12859/60 Mumbai CSTM Howrah 214 190 185 589

4 ECoR 12803/04 VSKP NZM 184 157 222 563

5 ECoR 12801/02 Puri New Delhi 233 164 161 558


2 NR 14055/56 DBRT Delhi 262 256 211 729

3 NR 14611/12 Ghazipur SVDK 257 229 217 703

4 NR 12477/78 Jamnagar SVDK 261 233 209 702


1 NER 15017/18 LTT Gorakhpur 288 224 214 726

2 NER 12591/92 Gorakhpur Yesvantpur 290 214 205 709

3 NER 12589/90 Gorakhpur Secunderabad 278 203 208 689

4 NER 12511/12 Gorakhpur TVC 279 208 191 678

5 NER 15047/48 Kolkata Gorakhpur 283 189 191 664

1 NFR 12515/16 TVC Silchar 291 261 206 758

2 NFR 15667/68 Gandhidham Kamakhya 263 232 184 679

3 NFR 12509/10 BNC Guwahati 207 195 145 547

4 NFR 12505/06 Guwahati Anand Vihar 195 149 112 546

1 NWR 19707/08 Bandra (T) Jaipur 293 288 299 881

1 SR 22705/06 Tirupati Jammu Tawi 324 305 256 885

2 SR 16859/60 Chennai Egmore Mangaluru central 276 290 283 849

3 SR 12625/26 TVC New Dellhi 276 251 233 760

4 SR 12621/22 Chennai New Delhi 317 211 224 752

5 SR 16779/80 Tirupati Rameshwaram 294 301 155 750

57 | P a g e


Direct Observation

Score

Passenger Feedback

Score

Total Score out of

thousand

6 SR 12615/16 Channai New Delhi 263 218 218 699

7 SR 12655/56 Ahmedabad Chennai 245 210 231 686

1 SCR 17229/30 Kochuveli Hyderabad 276 287 215 778

2 SCR 12723/24 Hyderabad New Delhi 255 247 261 763

3 SCR 12701/02 Mumbai CSTM Hyderabad 272 269 216 758

4 SCR 12715/16 NED Amritsar 283 256 196 735

5 SCR 12703/04 Howrah Secunderabad 257 219 225 701

6 SCR 12791/92 Secunderabad Patna 189 213 77 479

7 SCR 17479/80 Puri Tirupati 166 170 126 462

1 SER 12839/40 Howrah Chennai 270 266 233 769

2 SER 12833/34 Ahmedabad Howrah 255 259 237 751

3 SER 20889/90 Howrah Vijayawada 217 235 271 724

4 SER 18645/46 Howrah Hyderabad 192 192 255 639


6 SER 18029/30 LTT Shalimar 186 106 218 510


1 SECR 18237/38 Bilaspur Amritsar 309 249 229 787

2 SECR 18233/34 Indore Bilaspur 242 235 281 758

3 SECR 22867/68 Durg NZM 249 234 161 644

1 SWR 12295/96 KSR Bengaluru Danapur 269 266 224 759

2 SWR 16593/94 NED KSR Bengaluru 268 230 212 710

3 SWR 16501/02 Ahmedabad Yesvantpur 188 184 255 627

4 SWR 16533/34 Jodhpur Yesvantpur 233 200 168 601

1 WR 12955/56 BCT Jaipur 298 292 242 831

2 WR 22913/14 Bandra Patna 308 271 221 800

3 WR 19031/32 Ahmedabad Haridwar 263 266 216 745

4 WR 12925/26 Bandra (T) Amritsar 295 272 177 744

5 WR

19423/24

(New)

22919/20

Chennai Central Ahmedabad 259 238 203 700

6 WR 12947/48 Ahmedabad Patna 250 242 205 697

7 WR 12915/16 Ahmedabad Delhi 212 217 230 659

8 WR 19037/38 Bandra (T) Gorakhpur 246 171 229 646

9 WR 12903/04 BCT Amritsar 206 198 214 618

10 WR 20903/04 Vadodara Varanasi 206 156 239 601

1 WCR 19805/06 Kota Udhampur 286 292 254 831

2 WCR 12191/92 H. Nizamuddin Jabalpur 233 214 236 684

3 WCR 22163/64 Bhopal Khajuraho 229 210 176 615

4 WCR 11463/64 Somnath Jabalpur 209 193 - 402

58 | P a g e

VI. ZONE-WISE AND TRAIN-WISE KEY PARAMETERS

CENTRAL RAILWAY (CR)

Survey of 13 trains was done. Train Nos. 11065/66, 11077/78, 12025/26, 12051/52, 12071/72,

12127/28, 12137/38, 12151/52, 12223/24, 12289/90, 12293/94, 12297/98, 22119/20

[Figures in %]

Cleaning of coaches at origin depots and during the train running was found effective. Toilets were

also found clean at origin depot and during the train run. Need to create more awareness among

passengers about ‘Clean My Coach/ Coach Mitra’ facility and linen / curtains in some trains.

Note: NA=Not Applicable.

“First eleven parameters are taken from Process Audit Checklist (Annexure A.1 & A.2) and Direct Observation Checklist (Annexure

B.1 & B.2) without equalising total weightages. Passenger Feedback is taken from Passenger Feedback Survey (Annexure C)”.

Particulars 11065/66 11077/78 12025/26 12051/52 12071/72 12127/28 12137/38

Coach Assessment Before Start Of

Journey58 93 100 88 88 46 93

Coach -Cabin Area 43 91 100 74 93 0 98

OBHS Staff And Tools 67 67 67 81 25 0 77

Toilets 81 94 98 84 93 69 72

Doorways, Gangways And

Vestibules94 91 94 54 56 63 75

Waste Management 55 63 100 84 10 20 85

En-Route Watering 83 100 NA NA 50 NA 38

Passengers Awareness 0 63 33 64 67 0 0

Pest Management 88 100 100 88 50 0 100

Linen/ Curtains 54 54 NA NA NA 18 54

On Arrival At Destination 88 80 100 100 25 0 63

Passenger Feedback 57 62 91 75 69 70 68

Parameters

59 | P a g e

CENTRAL RAILWAY (CR)

[Figures in %]




Particulars 12151/52 12223/24 12289/90 12293/94 12297/98 22119/20


Journey47 89 71 85 79 54

Coach -Cabin Area 70 79 93 100 86 43

OBHS Staff And Tools 65 100 33 83 100 83

Toilets 65 93 77 98 95 64


Vestibules39 50 53 84 100 94

Waste Management 72 95 55 95 100 100

En-Route Watering 100 100 100 88 100 100

Passengers Awareness 67 67 50 67 100 67

Pest Management 76 100 100 100 100 85

Linen/ Curtains 98 86 29 79 93 NA

On Arrival At Destination 66 75 75 75 75 100

Passenger Feedback 72 74 46 27 80 84

Parameters

60 | P a g e

EASTERN RAILWAY (ER)

Survey of 14 trains was done. Train nos. 12019/20, 12259/60, 12273/74, 12301/02, 12305/06,

12311/12, 12313/14, 12321/22, 12329/30, 12341/42, 12379/80, 13005/06, 13011/12, 22201/02

[Figures in %]

Zone has performed well in cleaning and washing of coaches before the start of journey including

cleaning of toilets. Good hygiene practices were observed. Need to create more awareness among

passengers about ‘Clean My Coach/ Coach Mitra’ facility.




Particulars 12019/20 12259/60 12273/74 12301/02 12305/06 12311/12 12313/14


Journey92 95 90 84 81 83 88

Coach -Cabin Area 89 89 93 93 95 59 94


Toilets 84 90 86 80 84 60 82


Vestibules72 91 100 78 86 68 84


En-Route Watering 100 100 100 100 100 38 100


Pest Management 77 100 100 85 95 94 77

Linen/ Curtains NA 100 100 94 92 50 100



Parameters

61 | P a g e

EASTERN RAILWAY (ER)

[Figures in %]




Particulars 12321/22 12329/30 12341/42 12379/80 13005/06 13011/12 22201/02


Journey77 71 46 79 70 79 94

Coach -Cabin Area 71 71 43 75 88 64 57


Toilets 73 73 78 73 90 96 91


Vestibules59 16 75 16 72 88 69




Pest Management 70 100 50 77 88 92 77

Linen/ Curtains 34 86 29 64 82 54 57



Parameters

62 | P a g e

EAST CENTRAL RAILWAY (ECR)


12565/66, 13201/02, 13243/44, 15203/04

[Figures in %]

Toilets during the journey were found clean during the assessment. Need to focus more on collection and

disposal of waste, cleaning of doorways, gangways and vestibules, cabin cleaning, enroute watering, pest

management and passenger awareness. Special attention and care must be given to linen and curtains.




Particulars 12023/24 12309/10 12365/66 12391/92 12553/54 12565/66 13201/02 13243/44 15203/04


Journey54 89 71 36 88 83 69 88 41

Coach -Cabin Area 54 86 43 54 52 71 63 43 36

OBHS Staff And Tools 58 83 100 50 67 63 72 67 21

Toilets 61 95 81 56 68 78 75 64 69


Vestibules33 59 16 20 93 26 38 85 61

Waste Management 40 81 45 26 55 68 28 51 18

En-Route Watering 9 38 NA 100 100 100 16 40 38

Passengers Awareness 17 67 67 39 0 100 0 100 67

Pest Management 46 92 100 21 92 92 23 100 54

Linen/ Curtains NA 93 NA 50 50 79 29 NA 36

On Arrival At Destination 88 88 100 29 50 75 75 8 0

Passenger Feedback 71 80 29 62 58 72 64 34 78

Parameters

63 | P a g e

EAST COAST RAILWAY (ECoR)


12819/20, 12859/60, 18303/04, 18401/02, 22811/12, 22823/24, 22833/34

[Figures in %]

Cleaning of coaches and cabin area found to be effective. However, need focus on cleaning of

toilets, passenger awareness, waste management and enroute watering of the trains.




Particulars 12073/74 12277/78 12281/82 12801/02 12803/04 12819/20


Journey71 46 79 58 89 83

Coach -Cabin Area 79 76 89 61 77 77


Toilets 0 67 100 0 0 100


Vestibules92 100 100 75 0 61




Pest Management 100 88 100 81 56 88

Linen/ Curtains 100 100 100 100 100 100



Parameters

64 | P a g e

EAST COAST RAILWAY (ECoR)

[Figures in %]




Particulars 12859/60 18303/04 18401/02 22811/12 22823/24 22833/34


Journey62 88 59 60 72 67



Toilets 52 100 0 100 100 83


Vestibules50 67 65 94 94 100




Pest Management 65 100 94 100 100 100

Linen/ Curtains 75 NA 84 100 100 100



Parameters

65 | P a g e

NORTHERN RAILWAY (NR)


12015/16, 12018/17, 12029/30, 12031/32, 12037/38, 12039/40, 12043/44, 12045/46, 12047/48,

12049/50, 12053/54, 12055/56, 12057/58, 12213/14, 12217/18, 12235/36 contd..

[Figures in %]

Found the cleaning of cabin areas and toilets to be effective. Need to focus on Linen and awareness

of passengers on use of ‘Coach Mitra’ / ‘Clean My Coach’ facility.




Particulars 12001/02 12003/04 12005/06 12011/12 12013/14 12015/16 12017/18 12029/30


Journey88 86 82 77 58 92 71 79

Coach -Cabin Area 93 84 86 86 79 82 89 93

OBHS Staff And Tools 100 100 50 100 75 100 58 67

Toilets 93 86 93 85 73 86 68 94


Vestibules88 91 83 89 64 81 50 91

Waste Management 95 79 95 98 70 80 90 95

En-Route Watering 100 34 100 50 69 NA 94 31

Passengers Awareness 0 83 67 100 83 0 75 17

Pest Management 100 100 85 100 100 100 100 92

Linen/ Curtains NA NA NA NA NA NA NA NA

On Arrival At Destination 100 81 100 100 50 25 50 50

Passenger Feedback 62 75 47 77 54 82 78 60

Parameters

66 | P a g e


Train Nos. 12263/64, 12265/66, 12283/84, 12415/16. 12423/24, 12425/26, 12431/32, 12433/34,

12435/36, 12437/38, 12439/40, 12441/42, 12445/46, 12447/48, 12449/50, 12453/54, 12459/60,

12477/78, 14055/56, 14257/58, 14611/12, 22413/14, 22417/18

[Figures in %]




Particulars 12031/32 12037/38 12039/40 12043/44 12045/46 12047/48 12049/50 12053/54 12055/56


Journey83 88 58 77 75 88 58 98 96

Coach -Cabin Area 86 96 89 93 86 89 29 93 93


Toilets 78 63 88 85 91 73 83 86 88


Vestibules50 44 91 94 88 91 100 58 64


En-Route Watering 38 100 38 81 100 100 31 NA 19


Pest Management 100 100 100 100 100 100 100 100 100

Linen/ Curtains NA NA NA NA NA NA NA NA NA



Parameters

67 | P a g e


[Figures in %]




Particulars 12057/58 12213/14 12217/18 12235/36 12263/64 12265/66 12283/84 12415/16 12423/24


Journey17 85 85 69 89 69 65 82 87

Coach -Cabin Area 50 93 71 98 75 46 75 64 82


Toilets 46 84 76 82 73 71 81 64 84


Vestibules22 41 30 76 88 83 78 63 77


En-Route Watering 100 100 100 100 69 38 100 9 100


Pest Management 0 100 100 100 100 0 100 56 78

Linen/ Curtains NA 79 93 93 100 93 86 68 58



Parameters

68 | P a g e


[Figures in %]




Particulars 12425/26 12431/32 12433/34 12435/36 12437/38 12439/40 12441/42 12445/46 12447/48


Journey82 80 76 87 63 63 83 85 79

Coach -Cabin Area 86 91 94 90 87 100 73 73 71


Toilets 85 88 87 72 93 87 88 74 72


Vestibules94 73 79 75 61 69 89 27 25




Pest Management 94 90 68 100 100 88 92 100 100

Linen/ Curtains 50 97 100 100 99 96 96 93 93



Parameters

69 | P a g e


[Figures in %]




Particulars 12449/50 12453/54 12459/60 12477/78 14055/56 14257/58 14611/12 22413/14 22417/18


Journey79 90 48 74 88 65 71 71 82

Coach -Cabin Area 71 86 57 84 92 68 79 95 86


Toilets 79 87 65 89 86 84 95 88 91


Vestibules27 45 30 87 84 89 78 73 53




Pest Management 100 100 92 100 100 100 100 85 100

Linen/ Curtains 93 98 30 57 68 71 86 93 73



Parameters

70 | P a g e

NORTH CENTRAL RAILWAY (NCR)

Survey of 3 trains was done. Train nos. 12275/76, 12033/34, 12179/80

[Figures in %]

Cleaning of coaches and cabin areas and toilets found to be effective. However, need focus on

handling of linen, enroute watering of the trains and cleaning of doorways, gangways and vestibules.

OBHS staff should be trained more on maintaining hygienic conditions using the tools and agents

provided.




Particulars 12275/76 12033/34 12179/80

Coach Assessment Before Start Of Journey 74 92 72

Coach -Cabin Area 86 82 75

OBHS Staff And Tools 0 67 92

Toilets 79 93 88

Doorways, Gangways And Vestibules 50 44 53

Waste Management 55 95 40

En-Route Watering NA 63 100

Passengers Awareness 100 100 67

Pest Management 77 100 100

Linen/ Curtains 54 NA 93

On Arrival At Destination 50 100 100

Passenger Feedback 34 84 50

Parameters

71 | P a g e

NORTH EASTERN RAILWAY (NER)


15035/36, 15047/48

[Figures in %]

Cleaning of coaches at origin depots and during the train running was found effective. Toilets were also found

clean at origin depot and during the train run. Need to focus more on linen / curtains and also cleaning on run

in some trains.




Particulars 12511/12 12531/32 12589/90 12591/92 15017/18 15035/36 15047/48


Journey71 69 81 79 87 79 76

Coach -Cabin Area 50 86 56 68 81 71 52


Toilets 83 88 77 97 100 73 80


Vestibules51 88 87 85 94 16 69




Pest Management 88 100 87 77 100 100 66

Linen/ Curtains 46 NA 56 72 63 86 71



Parameters

72 | P a g e

NORTHEAST FRONTIER RAILWAY (NFR)


12505/06, 12509/10, 12515/16, 15667/68, 15717/18, 20501/02

[Figures in %]

Good cleaning practices were followed before the start of journey. Have good focus on creating awareness

among passenger. Needs improvement in cleaning and management of linen / curtains in trains and pest

management.




Particulars 12041/42 12067/68 12085/86 12087/88 12501/02 12505/06 12509/10 12515/16 15667/68 15717/18 20501/02


Journey98 27 77 35 85 60 45 80 83 77 63

Coach -Cabin Area 86 25 79 57 71 66 100 99 71 70 93

OBHS Staff And Tools 100 75 100 83 69 64 89 96 67 94 92

Toilets 76 43 89 64 78 56 72 94 81 73 88


Vestibules69 38 100 81 19 32 19 94 94 73 66

Waste Management 70 23 95 90 95 57 33 90 55 80 28

En-Route Watering NA 38 38 38 100 94 100 100 100 100 100

Passengers Awareness 0 50 100 100 100 100 100 100 100 100 100

Pest Management 23 0 100 100 100 31 77 81 88 60 88

Linen/ Curtains NA NA NA NA 93 39 64 31 50 50 100

On Arrival At Destination 100 50 100 100 75 56 58 66 100 75 100

Passenger Feedback 69 64 79 77 50 34 44 62 55 51 63

Parameters

73 | P a g e

NORTH WESTERN RAILWAY (NWR)

Survey of 5 trains was done. Train nos. 22471/72, 12035/36, 12065/66, 12463/64, 19707/08

[Figures in %]

Cleaning of coaches and toilets at origin depots was effective. Need to focus more on linen / curtain,

cleaning of doorways, gangways and vestibules and cleaning on run.




Particulars 22471/72 12035/36 12065/66 12463/64 19707/08


Journey67 81 71 100 78

Coach -Cabin Area 43 86 80 86 74

OBHS Staff And Tools 0 17 100 100 100

Toilets 69 31 89 82 94


Vestibules33 84 42 38 86

Waste Management 3 75 58 90 95

En-Route Watering 69 100 30 100 90

Passengers Awareness 0 67 73 100 83

Pest Management 62 100 100 100 100

Linen/ Curtains 38 29 NA 100 64

On Arrival At Destination 0 100 0 0 0

Passenger Feedback 53 74 47 55 90

Parameters

74 | P a g e

SOUTHERN RAILWAY (SR)


12243/44, 12269/70, 12615/16, 12621/22, 12625/26, 12651/52, 12655/56, 12677/78, 12679/80,

16779/80, 16859/60, 22205/06, 22705/06

[Figures in %]

Good cleaning practices were followed before the start of journey and on run, toilets were clean. Need

improvement in cleaning and management of linen / curtains.




Particulars 12007/08 12075/76 12077/78 12081/82 12083/84 12243/44 12269/70 12615/16 12621/22


Journey84 92 100 73 67 92 81 57 44

Coach -Cabin Area 100 86 71 43 43 100 93 68 54


Toilets 94 92 89 79 76 91 76 79 74


Vestibules88 72 59 19 39 89 59 68 65


En-Route Watering 31 NA 100 NA 100 31 100 100 69


Pest Management 100 100 100 100 100 88 100 88 88

Linen/ Curtains NA NA NA NA NA NA 100 70 27



Parameters

75 | P a g e

SOUTHERN RAILWAY (SR)

[Figures in %]




Particulars 12625/26 12651/52 12655/56 12677/78 12679/80 16779/80 16859/60 22205/06 22705/06


Journey70 82 70 78 72 79 78 81 100

Coach -Cabin Area 77 71 49 79 75 86 71 96 93


Toilets 46 77 79 84 88 94 86 76 94


Vestibules76 19 72 91 53 94 95 56 94




Pest Management 49 100 76 100 100 100 100 92 100

Linen/ Curtains 60 84 41 NA NA 86 81 100 86



Parameters

76 | P a g e

SOUTH CENTRAL RAILWAY (SCR)

Survey of 12 trains was done. Train nos. 12219/20, 12285/86, 12701/02, 12703/04, 12705/06, 12707/08,

12715/16, 12723/24, 12791/92, 17229/30, 17479/80, 22203/04

[Figures in %]

Cleaning of coaches including cabin areas were found to be effective. However, need to focus more on waste

management, Passenger awareness and cleaning during the train journey.




Particulars 12219/20 12285/86 12701/02 12703/04 12705/06 12707/08


Journey63 69 79 89 72 83



Toilets 86 91 91 79 88 21


Vestibules48 58 63 89 71 25


En-Route Watering NA 69 100 40 100 100


Pest Management 100 100 100 88 100 100

Linen/ Curtains 96 100 82 53 NA 100



Parameters

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SOUTH CENTRAL RAILWAY (SCR)

[Figures in %]




Particulars 12715/16 12723/24 12791/92 17229/30 17479/80 22203/04


Journey70 43 71 90 40 81



Toilets 16 20 85 96 66 75


Vestibules87 53 46 98 25 56




Pest Management 100 100 98 23 62 100

Linen/ Curtains 70 66 50 50 39 100



Parameters

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SOUTH EASTERN RAILWAY (SER)


12825/26, 12833/34, 12839/40, 12863/64, 18029/30, 18645/46, 20889/90, 22213/14, 22891/92

[Figures in %]

Good cleaning practices were followed before the start of journey. Need improvement in waste

management, cleaning of doorways, gangways, vestibules and passenger awareness.




Particulars 12021/22 12221/22 12245/46 12261/62 12809/10 12825/26 12833/34


Journey67 81 81 81 43 79 68

Coach -Cabin Area 43 46 93 71 34 71 100


Toilets 68 80 33 74 65 71 89


Vestibules41 59 70 97 75 19 58




Pest Management 23 95 92 100 85 100 100

Linen/ Curtains NA 88 91 100 27 75 55



Parameters

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SOUTH EASTERN RAILWAY (SER)

[Figures in %]




Particulars 12839/40 12863/64 18029/30 18645/46 20889/90 22213/14 22891/92


Journey75 60 69 70 58 92 56

Coach -Cabin Area 75 34 21 76 64 100 71


Toilets 88 71 71 68 76 98 76


Vestibules70 23 41 28 50 69 58


En-Route Watering 100 100 38 38 100 NA 100


Pest Management 96 62 52 100 100 100 100

Linen/ Curtains 81 47 19 67 100 100 45



Parameters

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SOUTH EAST CENTRAL RAILWAY (SECR)

Survey of 5 trains was done. Train nos. 12069/70, 12823/24, 18233/34, 12837/38, 22867/68

[Figures in %]

Zone has performed well in cleaning and washing of coaches before the start of journey including cleaning

of toilets. Good hygiene practices were observed. Need some improvement in passenger awareness and

enroute watering.




Particulars 12069/70 12823/24 18233/34 18237/38 22867/68


Journey85 79 73 89 81

Coach -Cabin Area 82 71 100 86 86

OBHS Staff And Tools 50 67 67 97 67

Toilets 94 74 60 96 84


Vestibules61 16 89 84 94

Waste Management 80 58 75 69 55

En-Route Watering NA 100 NA 100 100

Passengers Awareness 67 100 67 58 0

Pest Management 100 100 100 100 100

Linen/ Curtains 36 86 99 62 50

On Arrival At Destination 50 75 33 75 100

Passenger Feedback 60 80 84 69 48

Parameters

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SOUTH WESTERN RAILWAY (SWR)


12725/26, 16501/02, 16533/34, 16593/94, 22691/92, 20651/52

[Figures in %]

Found the cleaning of cabin areas and toilets to be effective. Need to focus more on linen / curtains,

waste management and doorways, gangways & vestibules.




Particulars 12079/80 12027/28 12295/96 12629/30 12649/50 12725/26 16501/02 16533/34 16593/94 22691/92 20651/52


Journey40 78 80 64 79 56 67 77 86 73 54

Coach -Cabin Area 25 89 84 68 71 75 34 54 75 91 57

OBHS Staff And Tools 75 100 90 64 63 83 32 48 50 88 53

Toilets 43 93 87 73 73 79 62 66 91 93 50


Vestibules38 83 66 12 16 58 55 80 81 80 50

Waste Management 23 95 66 94 91 0 65 55 35 93 50

En-Route Watering 38 100 100 82 100 69 69 63 100 100 100

Passengers Awareness 67 42 67 100 100 33 33 0 67 83 33

Pest Management 77 77 92 74 100 100 82 88 85 92 46

Linen/ Curtains NA NA 78 83 45 NA 31 50 86 99 NA

On Arrival At Destination 50 75 50 66 75 50 25 100 50 100 25

Passenger Feedback 78 80 67 70 70 78 77 50 64 76 46

Parameters

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WESTERN RAILWAY (WR)


12903/04, 12907/08, 12915/16, 12917/18, 12925/26, 12935/36, 12947/48, 12951/52, 12953/54

contd..

[Figures in %]

Zone has performed well in cleaning and washing of the coaches before the start of journey. Good hygiene practices were observed. However, condition and cleaning of toilets need improvement. Also need to create more awareness among passengers about ‘Clean My Coach’/ ‘Coach Mitra’ facility.




Particulars 09003/04 12009/10 12239/40 12267/68 12227/28 12903/04 12907/08


Journey67 100 98 96 85 64 79

Coach -Cabin Area 64 100 93 100 93 34 71


Toilets 33 29 31 33 82 17 19


Vestibules88 88 98 94 41 50 17


En-Route Watering 50 NA 63 NA 100 100 100


Pest Management 77 100 92 100 100 46 100

Linen/ Curtains 50 NA 71 100 79 54 86



Parameters

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Train nos. 12955/56, 12957/58, 19031/32, 19037/38, 20903/04, 22209/10, 22913/14, 19423/24

(New) 22919/20, 19035/36

[Figures in %]




Particulars 12915/16 12917/18 12925/26 12935/36 12947/48 12951/52 12953/54 12955/56


Journey70 79 86 58 76 81 81 89

Coach -Cabin Area 75 71 100 43 45 98 89 88


Toilets 28 23 29 24 26 31 27 33


Vestibules63 19 84 94 88 78 69 72


En-Route Watering 34 100 69 75 100 100 100 100


Pest Management 54 77 100 100 64 95 77 100

Linen/ Curtains 61 93 96 NA 62 95 100 71



Parameters

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[Figures in %]




Particulars 12957/58 19031/32 19037/38 20903/04 22209/10 22913/14

19423/24

(New)

22919/20

19035/36


Journey74 67 71 48 81 75 81 58

Coach -Cabin Area 86 99 54 79 93 93 64 57


Toilets 27 23 18 17 33 25 24 36


Vestibules63 72 33 63 70 88 94 63


En-Route Watering 100 100 100 38 100 100 100 100


Pest Management 83 100 98 100 100 100 100 54

Linen/ Curtains 100 71 36 61 91 79 50 NA



Parameters

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WESTERN CENTRAL RAILWAY (WCR)


12191/92, 19805/06, 22163/64

[Figures in %]

Cleaning of coaches and cabin area were found to be effective. However, condition and cleaning of toilets need

improvement. Also need more focus on waste management, handling of linen / curtain and passenger

awareness.




Particulars 11463/64 11651/52 12059/60 12061/62 12121/22 12191/92 19805/06 22163/64

Coach Assessment Before Start

Of Journey59 48 75 78 79 72 93 58

Coach -Cabin Area 38 64 64 79 71 88 79 100


Toilets 26 16 23 29 18 32 31 23


Vestibules86 78 61 63 16 38 59 88


En-Route Watering 38 69 100 50 100 88 100 NA


Pest Management 50 92 100 85 100 77 100 77

Linen/ Curtains NA NA NA NA 71 84 77 50



Parameters

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VI. ANNEXURE

Process Audit Checklist – A.1

Process Audit Swachh Rail Checklist

Coach-wise/Rake wise assessment A.1

General information

Rake Number

Train No.

Date of Journey/Assessment

Assessor Name Signature

Coach No.

Assessment before start of journey

Area Parameter Score Objective Evidence

Washing Line Availability of required Manpower for the rake 2

Availability of required Machines and equipment 2

Availability of required Cleaning agents and chemicals 2

Outside coach at origins Stn

Cleanliness of doors and Steps at start of journey 2

Cleanliness of outside walls of the coach 1

Cleanliness and transparency of windows/ window panes in coaches 1

In-side Coach Cleanliness of Toilets Before Start of Journey 4

Presence of Graffiti inside toilets and hand wash area 2

Presence of old stains in washbasins and mirrors 2

Whether the ceiling fans are free form dust, grease 2

Cleanliness of upholstery 2

Water availability in the hand wash area 2

Manpower

Duty list of OBHS staff 2

Availability of OBHS staff (Janitor and exec housekeeping -EHK) as per requirement

2

Uniform and name badges 2

Equipment and Tools

Equipment and tools as mentioned in the contract are available or not 2

Consumables and cleaning agents are available or not? 2

Condition of Toilet

Are toilets clean? 4

Provision of cleaning charts in toilets and entries are being done? 2

Availability of water in the toilet 2

Is flush working? 2

Emergency flush in bio toilets is working? 2

Door locking facility is available and working 2

Mirror of wash-basin is intact and usable? 2

Toilet is ventilated or not 2

Faucet is broken or not (if available) 2

Lights and fans in working order 2

Availability of Signage’s/ instruction for passengers to prevent misuse of bio-toilets

2

Availability of dustbin in bio-toilet 2

Vestibule/ Gangways/ Doorways

Presence of dustbin 2

Dustbin is properly covered? 2

Are the dustbins marked suitably/prominently? 2

Dustbin liners are being used or not 2

Linen Curtains are properly fixed in the hooks or not 2

Condition of the curtain: stained, dirty, torn, not present 2

Bedroll is packed as prescribed 2

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ANNEXURE

Process Audit Checklist– A.2

PROCESS AUDIT Swachh Rail Checklist

General for Rake and Trains A.2

GENERAL INFORMATION

Rake Number

Train No.

Date of Journey/ Assessment


Coach Nos assessed

PEST MANAGEMENT SCORE: 10

Pest Management Contract

Availability of PM sticker with date? Yes No

Comment:

Objective Evidence:

WATERING STATIONS SCORE:5

List of watering stations En-route? Yes No

Comment:

Objective evidence

WASTE MANAGEMENT SCORE:16

a. Frequency Score: 5

Whether waste is collected after every meal? Yes No

Comment:

Objective evidence

b. Waste Disposal Score: 5

I. Method of storage of waste?

Comment:

Objective evidence:

II. Method of Disposal of waste? Score: 3

Comment

Objective evidence:

III. Is staff aware about En-route waste disposal mechanism

Yes No Score: 3

Comment:

Objective evidence

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ANNEXURE

Direct Observation Checklist– B.1

Direct Observation Swachh Rail Checklist

Coach-wise/Rake wise assessment B.1

GENERAL INFORMATION

Rake Number

Train No.



Coach No.

ASSESSMENT BEFORE START OF JOURNEY

Area Parameter Score Objective Evidence

TOILETS

General Toilets spilling of water on floor? 1

Whether water is available in flush and tap 2

Whether sanitiser/ liquid soap is available in soap dispenser and is of adequate quality/ concentration?

1

Any breakage in Window panes 1

Mug is available in toilet 1

Toilet seat is clean and no stains/litter is present 2

Presence of excreta or vomit in the toilet 2

Toiletry is available in AC coaches? 1

Bio Toilets Toilets are overflowing? 1

whether filth comes out during train run? 1

Check for foul smell 1

COACH

Cabin Difficult to reach areas are clean? 1

ceiling fans are free from dust or grease? 1

Seats seats are clean? 1

corners and seat creases have dust deposition or clean? 1

Tray tables / Snack tables are clean? 1

Pouches/ magazine holders are clean? 1

Windows Windows are closing properly? 1

DOORS, GANGWAYS AND VESTIBULES

General Area is free from debris? 1

Area is free from obstacles? 1

Any spillage of water or any liquid? 2

Dustbin Dustbin is cleaned at regular intervals? 2

No foul smell coming from the dustbins? 1

Hand wash Area No water clogging/overflowing of in the wash basin 1

LINEN

Curtains No dirt/marks on window blinds/ curtains 1

No torn clothing of window blinds/ curtains 1

Bed Rolls Inspection of bed roll on sampling basis for complete set, cleaning, ironing, foul smell, torn cloth, packing

2

condition of blanket on sampling basis, whether blanket cover provided in 1AC

2

Availability of material in bed roll packing as per the information supplied (on sampling basis)

2

PEST MANAGEMENT

Direct Observation Direct observation of effectiveness of pest management 3

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ANNEXURE

Direct Observation Checklist– B.2

Direct Observation Swachh Rail Checklist

General for Rake and Trains B.2

GENERAL INFORMATION

Rake Number

Train No.



Coaches

WASTE MANAGEMENT SCORE:4

FREQUENCY

Record of waste disposal? Yes No Score: 1

Comment:

Objective Evidence:

Direct observation of waste disposal

Disposed as planned Yes No Score: 3

Comment:

Objective Evidence:

WATERING STATIONS SCORE:3

Water being refilled at watering stations? Yes No

Comment:

Objective evidence

PASSSENGER AWARENESS SCORE:3

Communication

Display of Coach Mitra and Clean my coach communication

Yes No Score: 2

Comment:

Objective evidence

c. Anti-Littering fine

Anti-Littering fine of INR 500 imposed or not? Yes No Score: 1

Comment:

Objective evidence:

PERSONAL HYGIENE OF OBHS STAFF SCORE:2

Are the OBHS staff maintaining good personal hygiene

Yes No

Comment:

ON ARRIVAL ASSESSMENT SCORE:4

IV. Cleanliness of Coach toilets Yes No Score: 2

Comment:

Objective evidence: General

V. General Cleanliness of Coach Yes No Score: 2

Comment:

Objective evidence

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ANNEXURE Passenger Feedback Survey Questionnaire – C

INDIAN RAILWAY CATERING AND TOURISM CORPORATION LTD.

(A Govt. of India Enterprise)

S.No. Your feedback will help us in making your train cleaner

PASSENGER SATISFACTION SURVEY

RAKE DETAILS [TO BE FILLED BY INTERVIEWER]:

Dear passenger! At Indian railway, we continuously strive to provide excellent services to you and for further improvement we would like

you to participate in this survey which is being conducted by IRCTC with the help of Ipsos Research. Please spare some time in telling us

about your experience on-board. Your feedback is very important for us. This will help us in serving you better next time.

Please fill in following details of your trip:

A. Name of Respondent/ Passenger

B. Contact Number

C. Train Number

D. Train Name

E. Journey Date (DD/MM/YY) D D M M Y Y

F. Boarding From (Station Name) G. Travelling To (Station Name)

H. PNR Number

I. Type of Compartment (Please Circle)

1 First AC 2 Second AC

3 Third AC 4 EC (Executive Car)

5 CC (Chair Car)

6 Non-AC – Chair Car

7 CC (Chair Car)

8 Sleeper Class

J. Coach Number K. Seat Number

L. Gender (Please Circle) 1 Male 2 Female

M. Your Present Age (In Completed Years) (Please Circle)

1 18-30 Years

2 31-45 Years

3 46-60 Years 4 More than 60 Years

Please use a 5-point scale where “5” means “Excellent” and “1” means “Poor” Excellent Very Good Good Fair Poor Don’t

Know/ Can’t Say

How do you rate the cleanliness of train on the following aspects?

1. Overall Cleanliness of this train 5 4 3 2 1 -

2. Cleanliness in the toilets 5 4 3 2 1 -

3. Coach cleaning by housekeeping staff during the journey/ train run 5 4 3 2 1 -

4. Cleanliness of the area outside toilets 5 4 3 2 1 -

5. Cleanliness of the bed roll provided (If applicable) 5 4 3 2 1 -

6. Effectiveness of pest management in the train 5 4 3 2 1 -

7. Availability & cleanliness of dustbins during journey 5 4 3 2 1 -

8. Housekeeping staff on Personal Hygiene & behavior 5 4 3 2 1 -

9. Whether any staff came to collect garbage during journey Yes=1 No=2 Not Sure=3

10. Are you aware about the Clean My Coach and Coach Mitra Service Yes=1 No=2 Not Sure=3

11. Any suggestions that you think could help us in improving the hygiene and cleanliness in the train?

WE HIGHLY APPRECIATE YOUR TIME. THANK YOU FOR YOUR FEEDBACK.

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Ministry of Railways Government of India

Website: www.indianrailways.gov.in

Prepared by: Environment and Housekeeping Management Directorate Ministry of Railways (Railway Board)

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