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Railways finalises action plan to increase customer satisfaction

By Our Special Correspondent

NEW DELHI JUNE 12. The Railways have finalised an action plan to increase customer satisfaction during the current financial year 2003-2004 especially in the areas of safety, security, punctuality and cleanliness as a sequel to the Railway Minister, Nitish Kumar, having declared this year as the year for customer satisfaction.

As part of the plan, the Railways will upgrade safety-related training facilities at all zonal training centres and central engineering centres, accelerate the implementation of anti-collision device, provide continuous track circuiting on selected sections and improve "crash worthiness'' of rail coaches.

In the area of security, the Railway Protection Act is proposed to be amended to provide enhanced powers to railway protection force in strengthening security measures in trains and railway premises.

A Bill seeking to amend the Railway Protection Act has already been introduced in Parliament during its Budget session this year.

For improving the punctuality of passenger services, the monitoring mechanism is being streamlined and strengthened by introduction of a new computerised coaching operations information system.

Further to give effect to the "Operation Cleanliness'' announced by the Prime Minister, Atal Behari Vajpayee, on the Independence Day 2002, a Task Force headed by Member Mechanical in the Railway Board, S. Dasrathy, is working out the modalities.

Also additional facilities are being provided to rail users this year, such as, introduction of high speed wagons to carry goods faster to destinations, building 10 refrigerated parcel vans to carry speedily perishable food stuff across the country on express trains.

Further improvement in passenger interface areas includes extension of computerisation of unreserved ticketing system, expansion of computerised passenger reservation system centres, booking of tickets through the Internet and computerisation of refunds.

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