In the fiscal year 2023-24, the Indian Railway Catering and Tourism Corporation (IRCTC) has demonstrated its commitment to operational excellence and stakeholder engagement through a series of initiatives and improvements. The company has effectively managed its responsibilities across various domains, including anti-competitive conduct, community grievances, procurement, CSR initiatives, and cybersecurity, while also addressing any concerns related to intellectual property and essential services.
IRCTC did not file any cases related to anti-competitive conduct for FY 2023-24—on record of its commitment to fair business practices. The principal activities of the company involve acting as a service provider in the railway sector, engaged in the execution of various projects relating to infrastructure development, catering, tourism, and ticketing services through Internet booking. By the very nature of operations, SIAs are not applicable for the projects of IRCTC, as they do not involve extensive land acquisition or other major environmental and social impacts.
In this view, the company has worked out a strong mechanism for the redressal of community grievances as part of its CSR policy. There will be an institutional response to all such appeals and complaints through a dedicated committee, headed by a Nodal Officer, whose extensive function would be to escalate all such serious and unresolved matters to a higher-tier committee so proper action may be taken at that level. Thus, ensuring transparency and accountability in addressing community grievances.
On the procurement front, IRCTC had set an annual target of ₹ 150 crores; the actual procurement was to the tune of ₹ 213 crores. Out of this, 63.02% were from MSEs; 7.77 percent were SC/ST enterprises, and 3.05 percent were women-owned MSEs. This proves that the company is committed to its auxiliary policy of promoting diverse suppliers and thereby aiding in economic development.
CSR activities of IRCTC have been quite high, with money spent on projects relating to the procurement of medical equipment, installation of solar power, educational resources, and community development. The various projects undertaken were in the form of medical vans, solar streetlights, smart classrooms, skill development, and improvement of infrastructure in many states.
There is an online, comprehensive, multi-channel system for consumer feedback and complaints. The Customer Care Call Center processes a huge number of calls and e-mails every day, with high rates of resolution of complaints and queries. Other channels, such as CPGRAM, social media, and government platforms, are also used to reach the customer for redressal in a timely and effective manner.
IRCTC has treated cybersecurity with the seriousness it deserves; the company has taken all advanced security measures to safeguard its online services and data. Best industry practices related to security protocols incorporate leading-edge security standards, drawing concepts of encryption and secure payment processes for safeguarding customers’ sensitive information and compliance with data privacy regulations.
The initiatives IRCTC took toward efficient management of operations, stakeholder grievance redressal, and community welfare concerns are some specific illustrations of its continuous efforts in maintaining high standards of service and corporate responsibility.
Conclusion:
IRCTC has done exceptionally well in FY 2023-24 by showing a very proactive attitude toward addressing certain operational challenges and the needs of its stakeholders. In this regard, with efficient mechanisms of grievance redressal, marquee procurement achievements, good CSR practices, and stringent cybersecurity measures in place, due care has been exercised towards operational excellence and engagement with its stakeholders. IRCTC is further working toward the enhancement of services and community welfare, which would add to larger goals of corporate responsibility and sustainable development.
Source: BRSR
Credit: IRCTC