Introduction
The New Catering Policy introduced by the Indian Railways in 2017 marked a turning point in the realm of railway dining. Recognising the need for improved food quality and services, the policy set out to revolutionise the catering sector. Collaborating with the Indian Railway Catering and Tourism Corporation (IRCTC), the government aimed to enhance the overall passenger experience. In this blog, we will delve into the key objectives and highlights of the New Catering Policy, along with its impact on both mobile and static catering units.
Objectives of the New Catering Policy
The New Catering Policy by IRCTC 2017 has several key objectives aimed at transforming the railway dining experience:
Serving Meals at Assigned Seats
Passengers were delighted to learn that they could now enjoy meals served directly at their seats. By dialing 1323, they could avail themselves of this convenient service.
Modernising and Building New Kitchens
To elevate food preparation and service, IRCTC undertook the modernisation of existing kitchens and the construction of new, state-of-the-art kitchens.
Transition to Electric Ovens
Gas stoves on trains were replaced with electric ovens in modernised kitchens, ensuring safer and more efficient cooking.
Enhanced Involvement of Private Players
The policy encouraged greater participation of private players in the catering sector, leading to increased competition and innovation.
Streamlining Catering Contracts
Zonal railways were responsible for providing contracts for all pantry car services, ensuring a systematic approach to catering.
Centralisation of Kitchens under IRCTC
IRCTC took charge of four base kitchens under zonal rail lines, along with other kitchen units, for better management and standardisation.
Promoting Women's Empowerment
The policy mandated a 33% quota for women in catering units, empowering them with employment opportunities in the sector.
Improving Food Plazas and Food Courts
IRCTC assumed the management of food plazas, food courts, and fast food units to elevate the dining experience at railway stations.
Transparent and Fair Tendering Process
Allotment of minor catering units was done through an open tendering system to ensure transparency and equal opportunities.
Benefits to Railway Passenger
- The implementation of the New Catering Policy by IRCTC brings improved dining experience which are outlined below:
- Improved Food Quality
- Efficient and Transparent Service
- Enhanced Menu Options
- Empowerment of Women
- Elevated Dining Experience food plazas and food courts by IRCTC raised the standard of railway station dining
- Positive Passenger Feedback
Steps Taken for Passenger Feedback
- The operation of the Centralized Catering Service Monitoring Cell (CSMC) (toll free number18001111321) for the quick resolution of passenger complaints regarding the catering operations and real-time assistance to the travelling public.
- The operation of the all india Helpline no.138, which allows train customers to make comments or complaints about food and catering services.
- A Twitter account with the name @IRCATERING has also been set up to respond to complaints and suggestions regarding catering services.
Highlights of the New Catering Policy 2017
The New Catering Policy brought forth several noteworthy aspects that aimed to transform the catering sector on Indian Railways:
Improved Base Kitchens
IRCTC's management of base kitchens and kitchen units ensured better quality control and hygiene standards.
Focus on Technology
The policy emphasized the use of technology to streamline catering services, including the management of mobile units and online food ordering.
Enhanced Catering on Trains
IRCTC was given authority to manage all catering services on mobile units, leading to improved food options and service for passengers.
Customer-Friendly Initiatives
The policy introduced customer-centric measures, such as displaying food item rates in coaches and on the Railways' website
Inclusive Employment
The policy advocated for the inclusion of women in the catering workforce, promoting gender equality and empowerment.
Market-Oriented Strategies
IRCTC collaborated with catering units to develop market-oriented strategies for expansion and improvement.
Management of Catering Services in Mobile Units
Under the new policy, IRCTC took over the management of all catering services on mobile units, including pantry cars. The corporation submitted a business plan for catering service management on trains, which required approval from the Railway boards. IRCTC took charge of mobile units with pantry cars that were operational before the policy's issuance. It was also responsible for catering services on all new trains or trains starting on short notice.
IRCTC had the authority to employ service providers from the hospitality industry for food service on trains. Each mobile unit had a supervisor appointed by IRCTC to oversee catering services. Additionally, the rates of food items were displayed in coaches and on the Railways' website to ensure transparency for passengers.
Management of Catering Services in Static Units
Static units, such as food supply stalls on railway stations, were managed differently under the new policy. IRCTC received responsibility of the kitchens and kitchen units, but Zonal Railways kept control of the static units, such as the catering, milk booths, and trolleys.
IRCTC was now in charge of providing cooking services in stationary units such food courts, fast food units, and food plazas. All types of stations used open tendering systems to distribute Minor Catering Units, ensuring equal opportunity.A 33% quota for women was allocated in each category of minor catering units, encouraging their representation in the workforce.
FAQs
Q: How can passengers avail meals at their assigned seats?
A: Passengers can enjoy meals at their seats by dialing 1323 to avail the service.
Q: What changes did the policy bring to kitchen facilities?
A:
The policy led to the modernisation of kitchens, replacing gas stoves with electric ovens for safer cooking.
Q: How did the New Catering Policy promote women's empowerment?
A: The policy mandated a 33% quota for women in catering units, ensuring their representation and employment opportunities.
Q: What was the objective of involving private players in the catering sector?
A: Involving private players encouraged competition and innovation, leading to improved services and menu options.
Q: How were minor catering units allotted under the new policy?
A: Allotment of minor catering units was done through an open tendering system to ensure fairness and transparency.
Q: Did the policy lead to an enhanced dining experience for passengers?
A: Yes, the policy positively impacted the dining experience with better food quality, service, and ambiance.
