Western Railway’s Ratlam Division is set to revamp its passenger service operations by outsourcing inquiry counters at nine major railway stations starting July 20, 2026. By transitioning the management of these counters to a private agency, the division aims to optimize its workforce and bolster its ticket-checking infrastructure to curb unauthorized travel.
- 10 inquiry counters across nine stations will be managed by a private firm.
- 37 railway employees will be freed from desk duties for core ticket-checking tasks.
- 40 trained personnel from the private agency will provide 24/7 passenger assistance.
- The initiative covers key stations including Indore, Ratlam, Ujjain, Dahod, Neemuch, Chittorgarh, Dewas, Nagda, and Dr. Ambedkar Nagar.
Strategic Staff Redeployment
This initiative represents a first for the Western Railway, with the Ratlam Division leading the change under the guidance of Divisional Railway Manager Ashwini Kumar. The primary objective is to address the shortage of field staff by reassigning 37 employees currently working in inquiry and reservation cadres. These staff members will now be deployed to conduct rigorous ticket checks on trains and at station platforms, a move expected to significantly boost railway revenue by minimizing ticketless travel.
Enhanced Passenger Services
The contract for managing these services has been awarded to the Hyderabad-based Mega Construction Company following a formal tender process. The agency will manage operations for an initial period of one year. The newly deployed team of approximately 40 personnel will operate round-the-clock to ensure passengers receive seamless support. Their responsibilities will include providing accurate train and station information, managing coach guidance systems, overseeing operating indicator boards, handling public announcements, and offering necessary assistance to passengers with special needs.
By delegating administrative inquiry tasks to a specialized agency, the Indian Railways is effectively modernizing its passenger-facing services while ensuring that its permanent workforce remains focused on revenue protection and operational safety. Passengers at these major hubs can expect a more professional and streamlined inquiry experience as the division prepares to roll out this operational shift this coming July.