Railways to police: Capacity panel plans to boost citizen-state interface

AS PRIME MINISTER Narendra Modi leads the NDA government into its ninth year, a silent reform of capacity building within the government is likely showing results in the Indian Railways.

An exercise initiated by the Capacity Building Commission which was set up in April 2021, and rolled out across various zones by the Railways has identified 12 friction points that can spoil the travel experience of customers; and four level of employees — the Traveling Ticket Examiner, the booking clerk for passengers, the booking clerk for freight consignments, and the stationmaster in smaller stations, who potentially make or mar the impression the customers carry back home.