In a significant operational shift, the Ratlam Division of Western Railway has announced the outsourcing of its passenger inquiry centers to a private entity. This move, which is the first of its kind for the Western Railway zone, aims to streamline station services and improve staff deployment. The new system is scheduled to go live on July 20, 2026, following a formal confirmation issued on July 14, 2026. The pilot project will run for an initial duration of one year.
- Private Operation: Mega Construction Company of Hyderabad has been awarded the contract for 10 inquiry counters across nine major stations.
- Staff Redeployment: 37 railway employees currently handling inquiry duties will be moved back to ticket checking and reservation roles.
- Objective: To enhance passenger service quality while addressing staff shortages in the ticket checking cadre.
- Language Proficiency: Private staff must be fluent in Hindi, English, and local languages to provide 24/7 assistance.
Focusing on Efficiency and Revenue
According to Mukesh Kumar, the Public Relations Officer for the Ratlam Division, this decision serves a dual purpose. By shifting non-core inquiry tasks to a specialized private agency, the railway can optimize its human resources. The redeployment of 37 railway employees to ticket checking duties is expected to strengthen inspection efforts on trains and potentially increase ticket revenue for the division.
Stations and Implementation
The contract covers inquiry counters at nine key railway stations: Indore, Ratlam, Ujjain, Dahod, Neemuch, Chittorgarh, Dewas, Nagda, and Dr. Ambedkar Nagar (Mhow). The initiative was spearheaded by Divisional Railway Manager (DRM) Ashwini Kumar, supported by a dedicated team of senior commercial officials, including Heena V. Kevalramani, Rajesh Mathuriya, and Mickey Saxena.
To ensure that service standards remain high, the private company’s personnel are required to have at least one year of experience and will undergo rigorous training in railway-specific procedures. The move is designed to ensure that passengers continue to receive professional, 24-hour support while the railway focuses its internal workforce on critical operational and revenue-generating tasks.