Post on 02-Feb-2020
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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
TS
1 | P a g e
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
2 | P a g e
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.
3 | P a g e
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.
4 | P a g e
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
5 | P a g e
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.
6 | P a g e
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.
7 | P a g e
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.
9 | P a g e
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
10 | P a g e
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.
11 | P a g e
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]
12 | P a g e
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
13 | P a g e
B. FINDINGS OF SHATABDI TRAINS:
I. Overall Performance of Shatabdi
Trains
The overall average score of Shatabdi
trains is 844 out of total 1000, which
comprises of Process Audit scores, Direct
Observation scores and Passenger
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]
Process Audit Direct Observation
Passenger Feedback
[Average Score: 844]
14 | P a g e
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
Direct Observation Score
Passenger feedback Score
15 | P a g e
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.
II. Zone-wise Overall Performance of
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
[Out of total 333 score in each survey component]
Process Audit Direct Observation
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
[Out of total 333 score in each parameter]
Process Audit Score
Direct Observation Score
Passenger feedback Score
[Average Score: 739]
16 | P a g e
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
comprises of Process Audit scores, Direct
Observation scores and Passenger
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
[Out of total 333 score in each survey component]
Process Audit Direct Observation
Passenger Feedback
[Average Score: 712]
17 | P a g e
II. Zone-wise Overall Performance of
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
[Out of total 333 score in each parameter]
Process Audit Score
Direct Observation Score
Passenger feedback Score
18 | P a g e
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
[Out of total 333 score in each survey component]
Process Audit Direct Observation
Passenger Feedback
[Average Score: 627]
19 | P a g e
II. Zone-wise Overall Performance of
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
[Out of total 333 score in each parameter]
Process Audit Score
Direct Observation Score
Passenger feedback Score
20 | P a g e
F. FINDINGS OF JAN SHATABADI TRAINS:
I. Overall Performance of Jan-
Shatabdi Trains
The overall average score of Jan Shatabdi
trains is 613 out of total 1000, which
comprises of Process Audit scores, Direct
Observation scores and Passenger
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
[Out of total 333 score in each survey component]
Process Audit Direct Observation
Passenger Feedback
[Average Score: 613]
21 | P a g e
II. Zone-wise Overall Performance of
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
[Out of total 333 score in each parameter]
Process Audit Score
Direct Observation Score
Passenger feedback Score
22 | P a g e
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
[Out of total 333 score in each survey component]
Process Audit Direct Observation
Passenger Feedback
[Average Score: 684]
23 | P a g e
II. Zone-wise Overall Performance of
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
[Out of total 333 score in each parameter]
Process Audit Score
Direct Observation Score
Passenger feedback 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 %]
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
22 ECoR Rajdhani 22823/24 Bhubaneshwar New Delhi 307 312 230 849
28 | P a g e
Rank RIy Category Train no From To Process Audit Score
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
42 NR Shatabdi 12029/30 New Delhi Amritsar 301 298 201 800
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
Rank RIy Category Train no From To Process Audit Score
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
53 ER Rajdhani 12301/02 Howrah New Delhi 268 270 242 780
54 NR Rajdhani 12435/36 New Delhi DBRT 289 276 210 776
55 NR Shatabdi 12005/06 New Delhi Kalka 297 312 158 767
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
59 NR Rajdhani 12235/36 New Delhi DBRT 258 291 207 756
60 NR Duronto 12213/14 Yesvantpur Delhi S Rohilla 265 283 198 746
61 NR Rajdhani 22413/14 NZM Madgaon 261 278 206 745
62 NR Shatabdi 12013/14 New Delhi Amritsar 267 296 181 744
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
73 NR Rajdhani 12423/24 New Delhi DBRT 277 217 151 645
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.
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.
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
4 ER Rajdhani 12305/06 Howrah New Delhi 287 296 263 846
5 ER Rajdhani 12313/14 Sealdah New Delhi 304 276 264 844
6 ER Rajdhani 12301/02 Howrah New Delhi 268 270 242 780
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
2 ECoR Rajdhani 22811/12 Bhubaneshwar New Delhi 293 300 268 861
3 ECoR Rajdhani 22823/24 Bhubaneshwar New Delhi 307 312 230 849
4 ECoR Duronto 12281/82 Bhubaneswar N. Delhi 297 271 241 809
1 NR Shatabdi 12045/46 New Delhi Chandigarh 309 306 261 876
2 NR Shatabdi 12011/12 New Delhi Kalka 303 309 255 867
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
S.N. RIy Category Train no From To Process Audit Score
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
11 NR Shatabdi 12031/32 New Delhi Amritsar 284 303 224 811
12 NR Shatabdi 12043/44 New Delhi Moga 289 310 210 809
13 NR Shatabdi 12029/30 New Delhi Amritsar 301 298 201 800
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
19 NR Rajdhani 12435/36 New Delhi DBRT 289 276 210 776
20 NR Shatabdi 12005/06 New Delhi Kalka 297 312 158 767
21 NR Rajdhani 12453/54 New Delhi Ranchi 298 266 197 760
22 NR Rajdhani 12439/40 Ranchi New Delhi 265 293 201 759
23 NR Rajdhani 12235/36 New Delhi DBRT 258 291 207 756
24 NR Duronto 12213/14 Yesvantpur Delhi S Rohilla 265 283 198 746
25 NR Rajdhani 22413/14 NZM Madgaon 261 278 206 745
26 NR Shatabdi 12013/14 New Delhi Amritsar 267 296 181 744
27 NR Rajdhani 12425/26 New Delhi Jammutawi 261 230 249 740
28 NR Duronto 12283/84 Ernakulam NZM 265 240 212 717
29 NR Rajdhani 12423/24 New Delhi DBRT 277 217 151 645
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
S.N. RIy Category Train no From To Process Audit Score
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
Note: (*) 22693/94 train merged with 22691/92 train
33 | P a g e
OVERALL RANKING OF RAJDHANI 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 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
3 ECoR 22823/24 Bhubaneshwar New Delhi 307 312 230 849
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
14 ER 12301/02 Howrah New Delhi 268 270 242 780
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
Note: (*) 22693/94 train merged with 22691/92 train
34 | P a g e
ZONE-WISE SCORES OF RAJDHANI 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.
S.N. RIy Train no From To
Process
Audit
Score
Direct
Observation
Score
Passenger
feedback
Score
Total Score
out of
thousand
1 ER 12305/06 Howrah New Delhi 287 296 263 846
2 ER 12313/14 Sealdah New Delhi 304 276 264 844
3 ER 12301/02 Howrah New Delhi 268 270 242 780
1 ECR 12309/10 Rajendra Nagar New Delhi 281 273 266 820
1 ECoR 22811/12 Bhubaneshwar New Delhi 293 300 268 861
2 ECoR 22823/24 Bhubaneshwar New Delhi 307 312 230 849
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
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 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
22 NR 12029/30 New Delhi Amritsar 301 298 201 800
23 NFR 12041/42 Howrah New Jalpaiguri 266 301 230 797
24 NR 12039/40 Kathgodam New Delhi 298 312 182 792
25 NR 12005/06 New Delhi Kalka 297 312 158 767
26 NR 12013/14 New Delhi Amritsar 267 296 181 744
36 | P a g e
ZONE-WISE SCORES OF SHATABDI 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.
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
2 NR 12011/12 New Delhi Kalka 303 309 255 867
3 NR 12015/16 New Delhi Dauri 305 278 273 856
4 NR 12003/04 Lucknow New Delhi 300 305 249 854
5 NR 12017/18 New Delhi Dehradun 289 293 260 842
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
9 NR 12031/32 New Delhi Amritsar 284 303 224 811
10 NR 12043/44 New Delhi Moga 289 310 210 809
11 NR 12029/30 New Delhi Amritsar 301 298 201 800
12 NR 12039/40 Kathgodam New Delhi 298 312 182 792
13 NR 12005/06 New Delhi Kalka 297 312 158 767
14 NR 12013/14 New Delhi Amritsar 267 296 181 744
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
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 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
2 ER 12273/74 Howrah New Delhi 311 312 256 879
3 ER 12259/60 Sealdah New Delhi 321 295 262 878
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
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.
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
2 ER 12259/60 Sealdah New Delhi 321 295 262 878
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
1 SER 12261/62 Mumbai CSTM Howrah 295 277 222 794
2 SER 22213/14 Shalimar Patna 298 286 207 791
3 SER 12221/22 Pune Howrah 292 238 258 788
4 SER 12245/46 Howrah Yesvantpur 290 212 225 727
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.
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 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
Rank Rly Category Train No. From To Process Audit Score
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
57 NR Other Mail/ Exp. 22417/18 Varanasi New Delhi 258 250 192 700
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
Rank Rly Category Train No. From To Process Audit Score
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
Rank Rly Category Train No. From To Process Audit Score
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.
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.
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
S.N Rly Category Train No. From To Process
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
2 NR Other Mail/ Exp. 14257/58 Varanasi New Delhi 287 251 226 764
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
9 NR Other Mail/ Exp. 22417/18 Varanasi New Delhi 258 250 192 700
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
S.N Rly Category Train No. From To Process
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
7 SR Other Mail/ Exp. 12621/22 Chennai New Delhi 317 211 224 752
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
10 SR Other Mail/ Exp. 12615/16 Chennai New Delhi 263 218 218 699
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
S.N Rly Category Train No. From To Process
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
S.N Rly Category Train No. From To Process
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
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 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
17 SWR 12629/30 Yesvantpur NZM 240 212 233 685
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
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.
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 SWR 12649/50 Yesvantpur NZM 256 225 233 714
2 SWR 12629/30 Yesvantpur NZM 240 212 233 685
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
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 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
14 NR 12459/60 New Delhi Amritsar 185 141 257 583
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
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.
S.N. Rly Train no From To Process Audit Score
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
2 NR 12459/60 New Delhi Amritsar 185 141 257 583
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
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 Rly Train no From To Process Audit Score
Direct Observation Score
Passenger Feedback
Score
Total Score out of
thousand
1 NR 12055/56 New Delhi Dehradun 292 251 226 769
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
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.
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
1 NR 12055/56 New Delhi Dehradun 292 251 226 769
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
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 Rly Train no From To Process Audit Score
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
35 NR 22417/18 Varanasi New Delhi 258 250 192 700
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
Rank Rly Train no From To Process Audit Score
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
68 SER 12863/64 Howrah Yesvantpur 236 139 151 526
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
72 SER 12809/10 Mumbai CSTM Howrah 181 150 133 463
73 SCR 17479/80 Puri Tirupati 166 170 126 462
56 | P a g e
ZONE-WISE SCORES OF OTHER MAIL/EXP. 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.
S.N. Rly Train no From To Process Audit Score
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
1 NR 14257/58 Varanasi New Delhi 287 251 226 764
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
5 NR 22417/18 Varanasi New Delhi 258 250 192 700
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
S.N. Rly Train no From To Process Audit Score
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
5 SER 12863/64 Howrah Yesvantpur 236 139 151 526
6 SER 18029/30 LTT Shalimar 186 106 218 510
7 SER 12809/10 Mumbai CSTM Howrah 181 150 133 463
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 %]
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 12151/52 12223/24 12289/90 12293/94 12297/98 22119/20
Coach Assessment Before Start Of
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
Doorways, Gangways And
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.
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 12019/20 12259/60 12273/74 12301/02 12305/06 12311/12 12313/14
Coach Assessment Before Start Of
Journey92 95 90 84 81 83 88
Coach -Cabin Area 89 89 93 93 95 59 94
OBHS Staff And Tools 100 100 100 58 78 54 83
Toilets 84 90 86 80 84 60 82
Doorways, Gangways And
Vestibules72 91 100 78 86 68 84
Waste Management 95 96 100 70 96 55 98
En-Route Watering 100 100 100 100 100 38 100
Passengers Awareness 100 33 67 89 67 0 83
Pest Management 77 100 100 85 95 94 77
Linen/ Curtains NA 100 100 94 92 50 100
On Arrival At Destination 100 100 75 75 75 75 92
Passenger Feedback 88 79 77 73 79 78 79
Parameters
61 | P a g e
EASTERN RAILWAY (ER)
[Figures in %]
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 12321/22 12329/30 12341/42 12379/80 13005/06 13011/12 22201/02
Coach Assessment Before Start Of
Journey77 71 46 79 70 79 94
Coach -Cabin Area 71 71 43 75 88 64 57
OBHS Staff And Tools 54 67 0 83 90 58 100
Toilets 73 73 78 73 90 96 91
Doorways, Gangways And
Vestibules59 16 75 16 72 88 69
Waste Management 48 95 30 87 92 48 100
En-Route Watering 100 100 50 100 100 69 100
Passengers Awareness 0 100 50 100 67 50 67
Pest Management 70 100 50 77 88 92 77
Linen/ Curtains 34 86 29 64 82 54 57
On Arrival At Destination 100 50 25 88 69 75 75
Passenger Feedback 61 70 67 82 79 49 44
Parameters
62 | P a g e
EAST CENTRAL RAILWAY (ECR)
Survey of 9 trains was done. Train nos. 12023/24, 12309/10, 12365/66, 12391/92, 12553/54,
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.
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 12023/24 12309/10 12365/66 12391/92 12553/54 12565/66 13201/02 13243/44 15203/04
Coach Assessment Before Start Of
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
Doorways, Gangways And
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)
Survey of 12 trains was done. Train nos. 12073/74, 12277/78, 12281/82, 12801/02, 12803/04,
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.
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 12073/74 12277/78 12281/82 12801/02 12803/04 12819/20
Coach Assessment Before Start Of
Journey71 46 79 58 89 83
Coach -Cabin Area 79 76 89 61 77 77
OBHS Staff And Tools 43 43 86 71 53 75
Toilets 0 67 100 0 0 100
Doorways, Gangways And
Vestibules92 100 100 75 0 61
Waste Management 50 50 75 50 0 71
En-Route Watering 59 100 53 40 38 21
Passengers Awareness 0 0 79 36 50 88
Pest Management 100 88 100 81 56 88
Linen/ Curtains 100 100 100 100 100 100
On Arrival At Destination 45 98 100 83 0 76
Passenger Feedback 77 86 72 48 67 70
Parameters
64 | P a g e
EAST COAST RAILWAY (ECoR)
[Figures in %]
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 12859/60 18303/04 18401/02 22811/12 22823/24 22833/34
Coach Assessment Before Start Of
Journey62 88 59 60 72 67
Coach -Cabin Area 73 83 82 91 96 79
OBHS Staff And Tools 80 71 34 90 82 93
Toilets 52 100 0 100 100 83
Doorways, Gangways And
Vestibules50 67 65 94 94 100
Waste Management 71 25 50 75 83 100
En-Route Watering 53 63 91 77 89 81
Passengers Awareness 32 0 54 98 100 86
Pest Management 65 100 94 100 100 100
Linen/ Curtains 75 NA 84 100 100 100
On Arrival At Destination 68 33 55 94 90 95
Passenger Feedback 56 53 65 80 69 95
Parameters
65 | P a g e
NORTHERN RAILWAY (NR)
Survey of 44 trains was done. Train nos. 12001/02, 12003/04, 12005/06, 12011/12, 12013/14,
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.
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 12001/02 12003/04 12005/06 12011/12 12013/14 12015/16 12017/18 12029/30
Coach Assessment Before Start Of
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
Doorways, Gangways And
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
NORTHERN RAILWAY (NR)
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 %]
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 12031/32 12037/38 12039/40 12043/44 12045/46 12047/48 12049/50 12053/54 12055/56
Coach Assessment Before Start Of
Journey83 88 58 77 75 88 58 98 96
Coach -Cabin Area 86 96 89 93 86 89 29 93 93
OBHS Staff And Tools 92 100 100 42 100 100 67 100 92
Toilets 78 63 88 85 91 73 83 86 88
Doorways, Gangways And
Vestibules50 44 91 94 88 91 100 58 64
Waste Management 90 95 90 98 95 98 25 100 95
En-Route Watering 38 100 38 81 100 100 31 NA 19
Passengers Awareness 50 0 67 33 0 100 0 67 67
Pest Management 100 100 100 100 100 100 100 100 100
Linen/ Curtains NA NA NA NA NA NA NA NA NA
On Arrival At Destination 100 100 100 100 75 100 100 100 75
Passenger Feedback 67 68 55 63 78 58 72 44 68
Parameters
67 | P a g e
NORTHERN RAILWAY (NR)
[Figures in %]
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 12057/58 12213/14 12217/18 12235/36 12263/64 12265/66 12283/84 12415/16 12423/24
Coach Assessment Before Start Of
Journey17 85 85 69 89 69 65 82 87
Coach -Cabin Area 50 93 71 98 75 46 75 64 82
OBHS Staff And Tools 100 83 58 75 58 42 42 58 40
Toilets 46 84 76 82 73 71 81 64 84
Doorways, Gangways And
Vestibules22 41 30 76 88 83 78 63 77
Waste Management 25 70 95 68 95 0 80 99 79
En-Route Watering 100 100 100 100 69 38 100 9 100
Passengers Awareness 67 67 100 67 0 0 67 33 72
Pest Management 0 100 100 100 100 0 100 56 78
Linen/ Curtains NA 79 93 93 100 93 86 68 58
On Arrival At Destination 100 100 50 75 100 75 50 0 88
Passenger Feedback 67 59 72 62 71 56 64 71 45
Parameters
68 | P a g e
NORTHERN RAILWAY (NR)
[Figures in %]
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 12425/26 12431/32 12433/34 12435/36 12437/38 12439/40 12441/42 12445/46 12447/48
Coach Assessment Before Start Of
Journey82 80 76 87 63 63 83 85 79
Coach -Cabin Area 86 91 94 90 87 100 73 73 71
OBHS Staff And Tools 67 76 83 100 17 58 46 65 67
Toilets 85 88 87 72 93 87 88 74 72
Doorways, Gangways And
Vestibules94 73 79 75 61 69 89 27 25
Waste Management 45 90 95 91 85 93 84 63 75
En-Route Watering 100 46 38 100 88 100 100 100 100
Passengers Awareness 0 57 67 67 100 83 100 100 100
Pest Management 94 90 68 100 100 88 92 100 100
Linen/ Curtains 50 97 100 100 99 96 96 93 93
On Arrival At Destination 50 96 75 80 68 100 84 75 63
Passenger Feedback 75 71 72 63 71 60 74 70 59
Parameters
69 | P a g e
NORTHERN RAILWAY (NR)
[Figures in %]
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 12449/50 12453/54 12459/60 12477/78 14055/56 14257/58 14611/12 22413/14 22417/18
Coach Assessment Before Start Of
Journey79 90 48 74 88 65 71 71 82
Coach -Cabin Area 71 86 57 84 92 68 79 95 86
OBHS Staff And Tools 75 100 83 25 86 94 17 39 33
Toilets 79 87 65 89 86 84 95 88 91
Doorways, Gangways And
Vestibules27 45 30 87 84 89 78 73 53
Waste Management 55 79 5 54 25 89 55 85 69
En-Route Watering 100 100 100 100 100 100 81 100 88
Passengers Awareness 100 67 0 92 67 67 0 100 25
Pest Management 100 100 92 100 100 100 100 85 100
Linen/ Curtains 93 98 30 57 68 71 86 93 73
On Arrival At Destination 75 88 13 63 52 38 50 83 100
Passenger Feedback 69 59 77 63 63 68 65 62 58
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.
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 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)
Survey of 7 trains was done. Train nos. 12511/12, 12531/32, 12589/90, 12591/92, 15017/18,
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.
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 12511/12 12531/32 12589/90 12591/92 15017/18 15035/36 15047/48
Coach Assessment Before Start Of
Journey71 69 81 79 87 79 76
Coach -Cabin Area 50 86 56 68 81 71 52
OBHS Staff And Tools 88 0 98 73 88 67 90
Toilets 83 88 77 97 100 73 80
Doorways, Gangways And
Vestibules51 88 87 85 94 16 69
Waste Management 97 40 79 61 68 79 81
En-Route Watering 100 100 63 100 76 100 100
Passengers Awareness 67 100 67 0 78 100 67
Pest Management 88 100 87 77 100 100 66
Linen/ Curtains 46 NA 56 72 63 86 71
On Arrival At Destination 72 75 0 56 38 75 77
Passenger Feedback 57 68 62 62 64 53 57
Parameters
72 | P a g e
NORTHEAST FRONTIER RAILWAY (NFR)
Survey of 11 trains was done. Train nos. 12041/42, 12067/68, 12085/86, 12087/88, 12501/02,
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.
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 12041/42 12067/68 12085/86 12087/88 12501/02 12505/06 12509/10 12515/16 15667/68 15717/18 20501/02
Coach Assessment Before Start Of
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
Doorways, Gangways And
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.
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 22471/72 12035/36 12065/66 12463/64 19707/08
Coach Assessment Before Start Of
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
Doorways, Gangways And
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)
Survey of 18 trains was done. Train nos. 12007/08, 12075/76, 12077/78, 12081/82, 12083/84,
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.
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 12007/08 12075/76 12077/78 12081/82 12083/84 12243/44 12269/70 12615/16 12621/22
Coach Assessment Before Start Of
Journey84 92 100 73 67 92 81 57 44
Coach -Cabin Area 100 86 71 43 43 100 93 68 54
OBHS Staff And Tools 54 100 100 100 83 73 100 93 55
Toilets 94 92 89 79 76 91 76 79 74
Doorways, Gangways And
Vestibules88 72 59 19 39 89 59 68 65
Waste Management 100 95 64 25 60 100 79 69 50
En-Route Watering 31 NA 100 NA 100 31 100 100 69
Passengers Awareness 33 67 100 67 67 58 100 58 67
Pest Management 100 100 100 100 100 88 100 88 88
Linen/ Curtains NA NA NA NA NA NA 100 70 27
On Arrival At Destination 63 50 50 75 50 88 75 69 69
Passenger Feedback 91 77 68 62 51 80 59 65 67
Parameters
75 | P a g e
SOUTHERN RAILWAY (SR)
[Figures in %]
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 12625/26 12651/52 12655/56 12677/78 12679/80 16779/80 16859/60 22205/06 22705/06
Coach Assessment Before Start Of
Journey70 82 70 78 72 79 78 81 100
Coach -Cabin Area 77 71 49 79 75 86 71 96 93
OBHS Staff And Tools 72 33 63 88 88 100 83 100 100
Toilets 46 77 79 84 88 94 86 76 94
Doorways, Gangways And
Vestibules76 19 72 91 53 94 95 56 94
Waste Management 96 54 55 75 40 84 81 93 95
En-Route Watering 57 100 96 100 100 100 100 100 100
Passengers Awareness 71 100 67 33 67 67 67 67 67
Pest Management 49 100 76 100 100 100 100 92 100
Linen/ Curtains 60 84 41 NA NA 86 81 100 86
On Arrival At Destination 90 88 70 88 100 50 50 100 100
Passenger Feedback 70 69 69 76 78 47 85 36 77
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.
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 12219/20 12285/86 12701/02 12703/04 12705/06 12707/08
Coach Assessment Before Start Of
Journey63 69 79 89 72 83
Coach -Cabin Area 86 86 80 79 80 71
OBHS Staff And Tools 8 0 88 67 96 75
Toilets 86 91 91 79 88 21
Doorways, Gangways And
Vestibules48 58 63 89 71 25
Waste Management 15 65 70 55 76 63
En-Route Watering NA 69 100 40 100 100
Passengers Awareness 0 67 13 0 67 100
Pest Management 100 100 100 88 100 100
Linen/ Curtains 96 100 82 53 NA 100
On Arrival At Destination 0 0 63 90 50 50
Passenger Feedback 88 43 65 68 72 72
Parameters
77 | P a g e
SOUTH CENTRAL RAILWAY (SCR)
[Figures in %]
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 12715/16 12723/24 12791/92 17229/30 17479/80 22203/04
Coach Assessment Before Start Of
Journey70 43 71 90 40 81
Coach -Cabin Area 93 86 86 97 64 93
OBHS Staff And Tools 98 94 0 100 94 100
Toilets 16 20 85 96 66 75
Doorways, Gangways And
Vestibules87 53 46 98 25 56
Waste Management 90 95 5 87 8 71
En-Route Watering 100 100 100 100 100 100
Passengers Awareness 100 67 67 67 50 100
Pest Management 100 100 98 23 62 100
Linen/ Curtains 70 66 50 50 39 100
On Arrival At Destination 63 67 0 81 19 75
Passenger Feedback 59 78 23 65 38 34
Parameters
78 | P a g e
SOUTH EASTERN RAILWAY (SER)
Survey of 14 trains was done. Train nos. 12021/22, 12221/22, 12245/46, 12261/62, 12809/10,
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.
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 12021/22 12221/22 12245/46 12261/62 12809/10 12825/26 12833/34
Coach Assessment Before Start Of
Journey67 81 81 81 43 79 68
Coach -Cabin Area 43 46 93 71 34 71 100
OBHS Staff And Tools 0 97 92 100 32 67 72
Toilets 68 80 33 74 65 71 89
Doorways, Gangways And
Vestibules41 59 70 97 75 19 58
Waste Management 0 98 95 95 14 48 74
En-Route Watering 100 70 94 100 100 100 93
Passengers Awareness 0 94 83 33 0 100 67
Pest Management 23 95 92 100 85 100 100
Linen/ Curtains NA 88 91 100 27 75 55
On Arrival At Destination 0 92 100 75 50 100 60
Passenger Feedback 75 77 68 67 40 56 71
Parameters
79 | P a g e
SOUTH EASTERN RAILWAY (SER)
[Figures in %]
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 12839/40 12863/64 18029/30 18645/46 20889/90 22213/14 22891/92
Coach Assessment Before Start Of
Journey75 60 69 70 58 92 56
Coach -Cabin Area 75 34 21 76 64 100 71
OBHS Staff And Tools 75 29 44 78 83 83 42
Toilets 88 71 71 68 76 98 76
Doorways, Gangways And
Vestibules70 23 41 28 50 69 58
Waste Management 75 100 0 15 0 100 23
En-Route Watering 100 100 38 38 100 NA 100
Passengers Awareness 67 67 0 0 67 67 50
Pest Management 96 62 52 100 100 100 100
Linen/ Curtains 81 47 19 67 100 100 45
On Arrival At Destination 50 19 0 35 100 100 50
Passenger Feedback 70 45 65 77 81 62 54
Parameters
80 | P a g e
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.
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 12069/70 12823/24 18233/34 18237/38 22867/68
Coach Assessment Before Start Of
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
Doorways, Gangways And
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
81 | P a g e
SOUTH WESTERN RAILWAY (SWR)
Survey of 11 trains was done. Train nos. 12079/80, 12027/28, 12295/96, 12629/30, 12649/50,
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.
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 12079/80 12027/28 12295/96 12629/30 12649/50 12725/26 16501/02 16533/34 16593/94 22691/92 20651/52
Coach Assessment Before Start Of
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
Doorways, Gangways And
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
82 | P a g e
WESTERN RAILWAY (WR)
Survey of 23 trains was done. Train nos. 09003/04, 12009/10, 12239/40, 12267/68, 12227/28,
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.
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 09003/04 12009/10 12239/40 12267/68 12227/28 12903/04 12907/08
Coach Assessment Before Start Of
Journey67 100 98 96 85 64 79
Coach -Cabin Area 64 100 93 100 93 34 71
OBHS Staff And Tools 38 92 100 67 92 50 67
Toilets 33 29 31 33 82 17 19
Doorways, Gangways And
Vestibules88 88 98 94 41 50 17
Waste Management 40 100 100 95 83 60 74
En-Route Watering 50 NA 63 NA 100 100 100
Passengers Awareness 17 67 0 67 67 83 100
Pest Management 77 100 92 100 100 46 100
Linen/ Curtains 50 NA 71 100 79 54 86
On Arrival At Destination 50 100 100 75 75 100 75
Passenger Feedback 79 75 83 75 75 64 67
Parameters
83 | P a g e
WESTERN RAILWAY (WR)
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 %]
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 12915/16 12917/18 12925/26 12935/36 12947/48 12951/52 12953/54 12955/56
Coach Assessment Before Start Of
Journey70 79 86 58 76 81 81 89
Coach -Cabin Area 75 71 100 43 45 98 89 88
OBHS Staff And Tools 50 58 77 67 44 98 100 88
Toilets 28 23 29 24 26 31 27 33
Doorways, Gangways And
Vestibules63 19 84 94 88 78 69 72
Waste Management 59 55 80 55 73 99 100 100
En-Route Watering 34 100 69 75 100 100 100 100
Passengers Awareness 33 100 0 0 67 67 92 83
Pest Management 54 77 100 100 64 95 77 100
Linen/ Curtains 61 93 96 NA 62 95 100 71
On Arrival At Destination 31 88 72 100 100 100 100 88
Passenger Feedback 69 75 53 44 62 80 68 73
Parameters
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WESTERN RAILWAY (WR)
[Figures in %]
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 12957/58 19031/32 19037/38 20903/04 22209/10 22913/14
19423/24
(New)
22919/20
19035/36
Coach Assessment Before Start Of
Journey74 67 71 48 81 75 81 58
Coach -Cabin Area 86 99 54 79 93 93 64 57
OBHS Staff And Tools 92 81 94 83 92 100 67 53
Toilets 27 23 18 17 33 25 24 36
Doorways, Gangways And
Vestibules63 72 33 63 70 88 94 63
Waste Management 94 76 57 0 95 95 55 45
En-Route Watering 100 100 100 38 100 100 100 100
Passengers Awareness 100 67 67 0 83 67 0 67
Pest Management 83 100 98 100 100 100 100 54
Linen/ Curtains 100 71 36 61 91 79 50 NA
On Arrival At Destination 100 88 50 0 100 75 100 50
Passenger Feedback 75 65 69 72 68 66 61 62
Parameters
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WESTERN CENTRAL RAILWAY (WCR)
Survey of 8 trains was done. Train nos. 11463/64, 11651/52, 12059/60, 12061/62, 12121/22,
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.
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 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
OBHS Staff And Tools 33 92 100 0 67 42 100 67
Toilets 26 16 23 29 18 32 31 23
Doorways, Gangways And
Vestibules86 78 61 63 16 38 59 88
Waste Management 28 50 80 0 89 40 74 55
En-Route Watering 38 69 100 50 100 88 100 NA
Passengers Awareness 0 33 100 0 100 17 83 0
Pest Management 50 92 100 85 100 77 100 77
Linen/ Curtains NA NA NA NA 71 84 77 50
On Arrival At Destination 100 50 63 0 63 63 100 100
Passenger Feedback 57 82 70 50 72 71 76 53
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
Assessor Name Signature
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.
Date of Journey/ Assessment
Assessor Name Signature
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.
Date of Journey/ Assessment
Assessor Name Signature
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.