New Delhi: The Indian Railways is going through a huge transformation to uplift service quality but just to ensure that these services are not faulty, the authorities are planning to employ “undercover men” to keep a check on any quality-related issues, according to a senior official who spoke to news agency IANS.
The railway ministry official told the news agency that there are plans to hire these undercover men, dressed in plain clothes, to monitor food quality, staff behaviour and services offered on trains and even on railway stations. The hired individuals will act like normal passengers but will secretly offer feedback on all aspects related to services – the quality of food, the behaviour of staff, and amenities.
“They shall buy the food as a normal passenger and give feedback about the quality of the food, staff behaviour, amenities and rate the staff on their performance live to the ministry,” the official told IANS.
The official went on to say that this is one of the many ideas railways has planned to implement, in order to monitor if quality services are reaching customers. According to the individual, the undercover men will work under certain parameters and they will also be required to interact with customers, staff members and submit a report based on their inspection.
The railway board is also in talks to decide whether the Quality Control of India can be roped in to engage in the process apart from civic society groups. Besides, the identity of these men will not be revealed to field officers at any point to ensure complete compliance.