Starting July 20, 2026, the Ratlam Division of Western Railway is set to launch 24/7 inquiry services across nine major railway stations in Madhya Pradesh and Rajasthan. This initiative, which marks the first instance of a Western Railway division outsourcing its inquiry counter operations, is designed to streamline passenger assistance and improve service efficiency.
Key highlights of the new service include:
- Launch Date: Services commence on July 20, 2026.
- Stations Covered: Indore, Ratlam, Ujjain, Dahod, Neemuch, Chittorgarh, Dewas, Nagda, and Dr. Ambedkar Nagar.
- Service Model: Operations are outsourced to a Hyderabad-based agency, Mega Construction Company, for a one-year contract.
- Staffing: Approximately 40 trained professionals fluent in Hindi, English, and local languages will be deployed.
- Operational Efficiency: 37 existing railway employees will be redeployed to ticket checking and reservation roles.
Enhanced Passenger Support and Staff Redeployment
The decision to outsource these counters is a strategic move to optimize human resources within the division. By handing over inquiry operations to the selected agency, the railway administration can shift 37 experienced railway staff members back to their primary duties in ticket checking and reservation departments, effectively addressing existing personnel shortages.
According to Public Relations Officer Mukesh Kumar, the agency staff will undergo rigorous training provided by the railway administration. This ensures that every passenger receives accurate and prompt information regarding train schedules, fares, and station amenities. The project was spearheaded by Divisional Railway Manager Ashwini Kumar, with the action plan developed by Senior Divisional Commercial Manager Hina V. Kewalramani, Divisional Commercial Manager Rajesh Mathuria, and Chief Commercial Inspector Mickey Saxena.
Quality Assurance and Future Outlook
The selection of the service provider was finalized through a competitive tender process, ensuring the highest standards of service are maintained. The deployment of 40 trained employees across these nine busy stations is expected to significantly reduce wait times and improve the overall travel experience for thousands of daily commuters. This transition reflects the division’s commitment to modernizing passenger-facing infrastructure through public-private partnerships while ensuring that the core rail operations remain robust and well-staffed. As the July 20 launch date approaches, passengers traveling through these hubs can look forward to round-the-clock support for all their rail-related queries.