In a move to improve customer services at rail premises, Railways has decided to post station directors at 75 major stations across the country, including New Delhi, Mumbai Central and Howrah amongst others. The deployment of Station Director will be done in phases. It will start with 12 stations that are Chhatrapati Shivaji Terminus, Lokmanya Tilak Terminus, Old Delhi and Secunderabad, Chennai Central, Bengaluru City, Sealdah, Ahmedabad and Jaipur. The remaining 63 stations will be manned with station directors by the end of this year, according to railways.
Station directors will ensure that the stations function as excellence centers for the customers with the additional objective to ensure vigilant and sensitive customer service and also superior commercial sense, railways said in a statement. The functions of the station directors and their teams will include prompt, courteous and hassle-free service to customers, proper cleanliness and hygiene at the station and stationary trains and efficient working of booking and reservation offices.
Punctuality of trains at the station, timely placement and withdrawal of rakes at platforms, upkeep of passenger enquiry system, display board and monitoring the service of catering/vending stall at the stations will also be the responsibility of state director. Besides station director will be expected to ensure prompt grievance redressal and security of passengers at stations. The station directors shall be supported by cross functional team in suitable manner to undertake these functions effectively and shall also be associated in the decision making process related to proposals and execution of ‘traffic facility’ and passenger amenities’ works at that particular stations.
They will also be actively involved in the process of raising revenue from ‘non-fare box’ like commercial
advertisement at that station.