On board cleaning service for nine trains

• Cleaning and many other services on demand
• One worker for every three coach

Mangaluru: Palakkad Division of Southern Railway has introduced on board housekeeping service (OBHS) to nine of its important trains in Mangaluru region to ensure that train patrons have a pleasant journey.

The service available in reserved coaches can be availed by a passenger by sending text message to dedicated Coach Mitra number Ph: 9821736069. Services available include Coach Cleaning (C), Electrical (E), Linen/Bed Roll (L), Pest Control (P), Petty Repairs (R), Toilet Cleaning (T) and Watering (W).

OBHS personnel will attend to complaints pertaining to coach cleanliness, toilet cleaning and watering while complaints regarding other categories will  be attended to at the next railway station, informed a senior Railway official in Mangaluru Railway Region.

Complaint format

The complaint message has to be sent in the following format, OB Description of the complaint. Example; OB T 2463124577 Toilet not cleaned. Complaint type and PNR are mandatory, said the official.

The passenger will receive an acknowledgement ones he registers the complaint and it would be forwarded to supervisor of the OBHS team on the particular train. After the complaint is attended, the passenger has to respond to the quality of service (satisfied/ not satisfied) through a one-time password sent to him, only after which the supervisor can close the complaint, informed the official.

OBHS is provided through outsourcing and the Railways conducts through background examination of the workers concerned before deploying them on trains. The service is available between 6 a.m. and 10 p.m. only as the Railways does not want to disturb passengers during sleeping hours, said the official.

Officials from the Railways will conduct surprise checks on trains to ensure that the service is rendered as prescribed. They will send text messages using some PNR numbers to check whether there is immediate response to the grievance. If the officials or the passengers find the service not satisfactory, the contractor would be penalised.

Regular maintenance

OBHS personnel are expected to maintain coaches and toilets neat and tidy even without any complaint as a routine and added that they have to replenish consumables in toilets, collect trash from passengers and dispose them of at identified stations. There would be one worker for every three coach, informed the official.