1. Information system in Indian railways1

2. INDIAN RAILWAYS Total Length of railway tracks 64015
Total no of passengers carried daily 20m
Total amount of freight carried daily 2million tonnes
No of employees 1.6 million
No of passenger trains 9000
No of wagons and coaches 2,50,000

3. Background Second largest network in the world under single Management
Largest Employer in India
12 million Passenger everyday – more than any rail system on earth
500 million metric tons of freight annually
Largest civilian government department in India
15 Zones, 6853 stations.

4. Problem Increasing number of pasengers / customers
Rising input cost upto 200%
Unavailibility of easy, correct & timely access to information
Ineffecient management of resources
Revenue leakage
Poor Customer Service/Satisfaction . 4

5. Objective Reduce cost Reduce burden on staff Improve efficiency
Provide better Customer Service

6. What are the solutions to address the problems faced by Indian railways??

7. Solution Adoption of Customer-centric IT applications
UTS
NTES
ICMS
FOIS
CMS
PRS
Integration of all reservation counters
CONCERT ( Country wide Network of Reservation and Ticketing counters)

8. Solution Passenger Reservation System (PRS)- www.indianrail.gov.in
Web enabled
Journey Planning/Fare/Availibility
Reservation between any pair of station
Automatic upgradation
Uses centralized database
97% reservation made through PRS presently

9. Solution IRCTC – www.irctc.co.in
To remove burden on employees at booking counters.
Online ticket reservation system
Payments can be made both on Debit/Credit Card
Uses the Centralised database of Railways

10. Solution National Train Enquiry System (NTES) – www.trainenquiry.com
Running position and arrival of train
Information passed on to customers via IVRS and Web

11. Solution Freight Operating Information System (FOIS)
Instant information of current status of goods in transit
Helps in managing inventory
Helps in assest utilization

12. Solution Unreserved Ticketing System (UTS)
Introduced to address the issue of unreserved tickets
System uses centralized database to manage ticketing so that unreserved ticket can be bought from any terminal.
Brought simplicity and flexibility into the process of procuring tickets even for unreserved class

13. Crew Management System (CMS)
This centralised software takes care of scheduling, training, and sign on and sign off of these workers. It provides an interface for communicating technical issues (such as problems in the track or locomotive) as well as personal issues (leave application, grievances).
Finally, it ensures the security of the Railways by mandating biometric authentication of each work before and after their shift, and testing them for the consumption of alcohol.

14. CONCERT NETWORK TOPOLOGY
Delhi PRS
kolkata PRS
2 MBPS (x2) Leased Line
2 MBPS (x2) Leased Line6
Mumbai PRS
2 MBPS (x2) Leased Line
Secunderabad PRS
2 MBPS Leased Line
2 MBPS Leased Line
Delhi
2 MBPS (X 2) Leased Line
Calcutta
Mumbai
SecBad
Chennai PRS 14
Chennai

15. What are the benefits to customers from the solutions discussed??
INDIAN RAILWAYS
What are the benefits to customers from the solutions discussed??

16. Outcomes Benefits to customers Transperancy Universal Booking Counters
Upgradation/ instant update of Status
Reduced wait time
Customer satisfaction
Substantial reduction in the queue length and waiting time in queue for passengers by a drastic reduction in the transaction time per passenger. Dispersal of Railway booking offices to the neighbourhood of the passengers. Decongesting the station by having opened PRS booking locations away from the stations. Substantial reduction in the effort to go to distant railway stations based reservation office for booking of tickets. Reducing the last minute rush at the stations by e-ticketing 16

17. Benefit to Customers
Substantial reduction in the queue length and waiting time in queue for passengers by a drastic reduction in the transaction time per passenger. Dispersal of Railway booking offices to the neighbourhood of the passengers. Decongesting the station by having opened PRS booking locations away from the stations. Substantial reduction in the effort to go to distant railway stations based reservation office for booking of tickets. Reducing the last minute rush at the stations by e-ticketing
Substantial reduction in the queue length and waiting time in queue for passengers by a drastic reduction in the transaction time per passenger. Dispersal of Railway booking offices to the neighbourhood of the passengers. Decongesting the station by having opened PRS booking locations away from the stations. Substantial reduction in the effort to go to distant railway stations based reservation office for booking of tickets. Reducing the last minute rush at the stations by e-ticketing 17

18. What are the benefits to Railways from the solutions discussed??
INDIAN RAILWAYS
What are the benefits to Railways from the solutions discussed??

19. Outcomes Benefits to Railways
Increase in the sale of tickets – Increased revenue
Increased efficiency
Optimal utilisation of berths
Analysis of traffic pattern for better overall planning
Reduction in Revenue losses
Saving on Manpower
Eliminate possibilities of fraud
Correct charging of Fare and surcharges immediately after giving effect to fare changes by the Railway Board. Earlier, wires and circulars were required to reach each reservation office through post and then be interpreted and manually applied by each staff locally leading to innocent mistakes as well as intentional manipulation causing loss of revenue to the government and overcharging of passengers. Avoidance of mistakes in fare computation as the fares are now given by the central computer. Total transparency in reservation transactions across the country as all information has become universally accessible and each ticket has time, date and booking location printed on it. Better utilization of train berths by elimination of local quotas and the facility to automatically release vacant accommodation during preparation of train charts to downstream stations. Improvement in train occupancy by computerized upgradation of passengers from lower class to higher class of travel in case of vacancy in the higher class and waiting list in the lower class. Facilitating tourists and other visitors from abroad by enabling them to book and print their train journey tickets before they leave their own country. 19

20. Benefits to Railways
Correct charging of Fare and surcharges immediately after giving effect to fare changes by the Railway Board. Earlier, wires and circulars were required to reach each reservation office through post and then be interpreted and manually applied by each staff locally leading to innocent mistakes as well as intentional manipulation causing loss of revenue to the government and overcharging of passengers. Avoidance of mistakes in fare computation as the fares are now given by the central computer. Total transparency in reservation transactions across the country as all information has become universally accessible and each ticket has time, date and booking location printed on it. Better utilization of train berths by elimination of local quotas and the facility to automatically release vacant accommodation during preparation of train charts to downstream stations. Improvement in train occupancy by computerized upgradation of passengers from lower class to higher class of travel in case of vacancy in the higher class and waiting list in the lower class. Facilitating tourists and other visitors from abroad by enabling them to book and print their train journey tickets before they leave their own country.
Correct charging of Fare and surcharges immediately after giving effect to fare changes by the Railway Board. Earlier, wires and circulars were required to reach each reservation office through post and then be interpreted and manually applied by each staff locally leading to innocent mistakes as well as intentional manipulation causing loss of revenue to the government and overcharging of passengers. Avoidance of mistakes in fare computation as the fares are now given by the central computer. Total transparency in reservation transactions across the country as all information has become universally accessible and each ticket has time, date and booking location printed on it. Better utilization of train berths by elimination of local quotas and the facility to automatically release vacant accommodation during preparation of train charts to downstream stations. Improvement in train occupancy by computerized upgradation of passengers from lower class to higher class of travel in case of vacancy in the higher class and waiting list in the lower class. Facilitating tourists and other visitors from abroad by enabling them to book and print their train journey tickets before they leave their own country. 20

21. Summary - Benefits of using IT
Issue of reservation ticket from any station to any station. Passenger journey to multiple laps of reservation can be handled from a single window
Reservation services can offered round the clock 24x7.
Change of train profile can be possible effectively and immediately.
Dynamic definition of the advance reservation period is possible.
Provides online aggregation of EIS figure such as revenue ,berth utilisation etc. and presentation of the summarised data in the from the operational systems store.
Provides automatic database recovery against all kinds of hardware and software failures.
Complete audit for transactions and data access.
Changes in train profiles (train carriage addition, replacement, de-allocation), route structures, etc., can be made effective immediately with the appropriate contingency handling.
Dynamic definition of the advance reservation period is possible. This feature facilitates defining different advance reservation periods for different trains.
Impact on Society
With an improvement of quality of services, CONCERT’s implementation has had far reaching impacts on the society:-
Less travel to know information (IVR) and book tickets, cancel/ modify from anywhere resulting in
more convenience
less travel
less petrol expenditure
less pollution and therefore with solid infra-structure for service for public meaning prosperity for the country and society at large.
It has also enabled passengers to find out the current status of the PNRs purchased from other PRSs through IVR just by doing a local call thereby saving on their STD bills.
Possibilities of replication Proposals have been sent to Bangladesh Railway, Sri Lankan Railway, Malayasian Railway for the replication of this system for their ticketing in the past. 21

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