Rail staff likely to get image makeover

At a time when the railways are constantly seeking ways to modernise their trains and infrastructure, the ministry has realised that along with technological upgrade, its employees also need to present a brand new image.

The ministry plans to eliminate the tipping culture, bribery and misbehaviour of its staff at railway stations.

In a few months, the railways will record the behaviour of its employees across railway stations in India.

The exercise is being undertaken to identify the behavioural pattern of sweepers, ticket collectors and other railway staff during duty hours.

However, railway officials say the intention is not to threaten employees but to help them correct themselves wherever required.

According to railway officials concerned, the ministry has identified 70 major stations across the country where the behaviour of the personnel would be recorded.

"We will record the interaction of our staff with the passengers as well as our freight customers. The activities of everyone from the cleaning staff to the station master will be recorded," a railway official said. Railway station staff would be called to watch videotapes of their activities, which will be recorded discreetly.

"We do not want to threaten our staff. The exercise is being undertaken only to improve the quality of services that we offer to our customers," said the official, insisting that this was not meant to be an internal sting operation.

The focus areas would be to discourage employees from seeking tips; providing service courteously; and suggesting ways of controlling the situation when an altercation breaks out between passengers and staff.

The ministry plans to outsource the task to a group of manpower consultants. The consultants would be asked to make the videos as well as organise counselling sessions for employees.The railways has declared that its focus would be on passenger business this year.

Officials say Railway Minister Lalu Prasad has asked all divisional general managers to identify discomforts faced by passengers at railway stations under their charge.