Currently, there are multiple mobile applications by Indian Railways to cater various passenger requirements including onboard cleaning. Most of the apps cater to one service only. To use different services, users need to search and download each application separately. In order to provide better customer experience, there is a need for an integrated application which will give a single window interface for these services.
Inline with the above concept, Minister of Railways had announced integration of all existing ticketing digital solutions under one App in his Budget Speech 2016-17.The same is reproduced below:
Presently we have different digital solutions for ticketing, grievance redressal and other issues. We intend to integrate all such facilities into two mobile apps; one dealing with all ticketing issues and the other for receipt and redressal of complaints and suggestions related to all our services.”
The project has been sanctioned and included in the Pink Book for the year 2016-17 as item No. 199 of Northern Railway at a total cost of Rs 7 crore.
The following 8 independent Mobile Applications (Apps) available on Google Play Store will become available in the new Integrated Mobile App ‘RAIL SAARTHI’- INDIAN RAILWAYS OFFICIAL APP (Centre for Railway Information Systems)
Name of the App
Applications by IRCTC
IRCTC Rail Connect
For e-Ticket Booking
For Air-tickets booking
For Tourism /Packages Booking
: Meal Booking for Rail Passengers
Android and IOS
Applications by CRIS
Clean my Coach
Passenger Enquiry System
This IMA integrates following services to the passengers/customers of Indian Railways:
i. Ticketing – Reserved presently on the App “IRCTC Rail Connect” and Unreserved presently on the App “utsonmobile”
ii. Enquiry – Seat availability, PNR enquiry, Fare enquiry
iii. Affiliated services – for ordering food on train “IRCTC Food- on-Track”, Tracking of train running on real time basis – NTES, Booking of travel tours through “IRCTC Tourism”
iv. Onboard Cleaning and link to 138,182 – “Coach Mitra”
v. Feedback – COMS
This comprises both reserved and unreserved segment of passenger services:
i. Reserved Ticketing:
For reserved passenger segment, CRIS has a developed an App for IRCTC named “IRCTC Rail Connect” for Android smart phones. The App provides one Step login facility for existing users. New users can register from the App or www.irctc.co.in website. The App allows passenger to book reservation, search for trains, check ticket availability and cancel their tickets. Presently, appx. 1 lakh tickets are booked daily generating revenue of appx Rs. 9.65 crores.
ii. Unreserved Ticketing:
An App “utsonmobile” exists in the suburban sections of IR and non-suburban sections of NR (NDLS-PWL and NDLS-GZB) for booking of paperless unreserved ticket – both journey and season tickets. A zero value R-wallet is created on registration and the same can be recharged through App, website or at UTS counter. The App and website are device compatible. Recently, an option has been given wherein ticket can be booked through app and the ticket can be printed through ATVM at originating station of 8 Zonal Railways. Facility of this App is currently available at 828 stations. Ticket can be booked through various payment options like R-wallet, Paytm and Mobikwik using credit or debit cards/Netbanking modes. Currently, appx. 14,400 tickets are booked daily covering 92,000 passengers travel & generating revenue of appx. Rs 6.8 lakhs.
2. Enquiry: Following enquiries are available in this App:
i. Seat Availability: Passenger can check seat/berth availability in trains for planning his/her journey through a web link.
ii. Fare Enquiry:
Passenger can check fares for his/her journey based on train, source, destination, class, concession through a web link.
iii. Train Running (NTES):
This is an App developed by CRIS which facilitates passengers to get information about train running on nearly real time basis.
iv. PNR Enquiry:
Passenger can check his/her booking status (Confirm/RAC/WL) using the PNR printed on the ticket through a web link.
The aforementioned web links take the user to “www.indianrail.gov.in”, website of Indian Railway developed in-house by CRIS.
3. Affiliated Services:The following services are provided by IRCTC under this option:
i. Air Ticket Booking: Enables passengers to book air tickets through “IRCTC AIR” App.
ii. Food on Track: Enables passengers to order food at his seat through “IRCTC CATERING” App.
iii. Tour Booking: Enables passengers to book tickets for a tour through “IRCTC TOURISM” App.
iv. Book Retiring Room:This is a link which leads user to the www.rr.irctctourism.com website and enables him/her to book Retiring Rooms.
4. Onboard Cleaning and link to 138,182:
The App also provides following services to the passengers:
i. Clean my Coach App (COACH MITRA):
This App enables passengers to request for cleaning their coach.
ii. Link to Helpline Nos. 138,182:
Ø Passenger can call the Helpline No. 138 for Complaints and Suggestions.
Ø Passenger can call the Helpline No. 182 for Security.
5. Feedback: Following services are available under this option:
i. Complaint/Suggestions (COMS):
The COMS (Complaint Management System) App developed by CRIS enables passengers to register/track their complaints for the inconvenience faced while availing various services of Indian Railways and also allows them to offer suggestions for improvement.
ii. Twitter : A link has been provided wherein passenger can tweet his suggestion/feedback through his twitter handle. This requires that customer is enrolled with Twitter.
6. Mobile Applications to be integrated with IMA
· IRCTC Rail connect
· UTS on Mobile
· IRCTC Air
· COMS (Compliant Management System)
· IRCTC Tourism
· IRCTC Catering
· Clean my coach