PROJECT REPORT

ON

DELHI METROA report submitted to Delhi Business School, New Delhi

as a part fulfillment ofMBA+PGP Graduate program (industry integrated) in entrepreneurship and business.

Submitted to: Submitted by:Director Academic Name: Usama waheedDelhi Business school Roll no: dbs/08-10/w-225New Delhi Batch: Winter batch

Semester: 3rd

University: PTU

Internal guide:Faculty:Delhi Business SchoolNew Delhi

dbsdelhi business school

Delhi Business SchoolB-II/M.C.I.E.,Mathura Road , New Delhi

Website:www.dbs.edu.in

Table of content

1. Acknowledgement

2. Declaration

3. Introduction of Delhi metro

4. Mission

5. Delhi’s metro corporate culture

6. Structure

7. History of Delhi metro

8. Arrangement of fund for Delhi metro

9. World best system of Public transport

10.Delhi Metro rated world-class by UK agency

11.Delhi metro development plan

12.Delhi Metro Rail as conceived In Delhi Master Plan

13.Benefit of Delhi metro

14.Economic benefit

15.Enactment of the Metro Railways (Construction of Works)

16.Act, 1978

17.Delhi metro’s plan feeder buses

18.Need for MRTS (Mass rapid transit system)

19.Delhi metro’s success story

20.Features of Delhi Metro

a) Cleanliness

b) Infrastructure

c) Fare

d) Punctuality

e) Coaches

f) Station

g) General awareness

21.Operations and safety

22.Types of ticket

a) Smart card

b) RFID token

c) Tourist card

23.First Delhi Metro Coach To Come By Air Arrives From Germany

24.Special Features in New Metro Trains

25.Solution for crowd management at busy metro station

26.Market analysis

27.Bibliography

Acknowledgement

With sincere thoughts and deep sense of gratitude I would like to acknowledge the

contribution of following groups and individual to the development of my project and

successful completion of the Management Research Project in the partial fulfillment

of the requirement of MBA program of Delhi Business School, New Delhi.

In the line I would like to extend my first and foremost gratitude to my guide Mr. Lok

Nath Mishra and Mr. Ashish Shah who has been the key person for me in getting

corporate exposure. She is the person with whose guidance I learned the difference

between the theory and practical application of the concept of knowledge workers.

Also, he kept a close supervision on me and guided me at every step.

Declaration

I usama waheed declare that this project report entitled “Customer satisfaction” is an

original piece of work done and submitted by me towards partial fulfillment of my

Post graduate Diploma in Business Administration.

Mahesh Sharma

Introduction of Delhi Metro

For implementation and subsequent operation of Delhi MRTS, a company under the

name DELHI METRO RAIL CORPORATION was registered on 03-05-95 under the

Companies Act, 1956. DMRC has equal equity participation from GOI and GNCTD.

Mission

To cover the whole of Delhi with a Metro Network by the year 2021.

Delhi Metro to be of world class standards in regard to safety, reliability,

punctuality, comfort and customer satisfaction.

Metro to operate on sound commercial lines obviating the need for

Government support.

Delhi Metro’s corporate culture

We should be totally dedicated and committed to the Corporate Mission.

Personal integrity should never be in doubt, we should maintain full

transparency in all our decisions and transactions.

The Organization must be lean but effective.

The Corporation must project an image of efficiency, transparency, courtesy

and “we mean business” attitude.

Our construction activities should not inconvenience or endanger public life

nor should lead to ecological or environmental degradation.

All our structures should be aesthetically planned and well maintained.

Safety of Metro users is our paramount responsibility.

Our stations and trains should be spotlessly clean.

Our staff should be smartly dressed, punctual, polite and helpful to the

customers.

Employees should discharge their responsibilities with pride, perfection and

dignity

Structure

Chairman - Shri M Ramachandran

Managing Director - Dr. E. Sreedharan

Total No. of Directors – 16

Nominee of Govt. of India – 5

Nominee of Govt. of NCTD - 5 (Including MD)

No. of full-time functional Directors at present including MD – 7

The corporate office of the company is located at Metro Bhawan, Fire Brigade

Lane, Barakhamba Road New Delhi - 110001, India

History of Delhi Metro

Delhi became the seat of Government of India in 1911

when the Imperial Government shifted its capital from

Calcutta to Delhi. Initially the capital was located on the

Ridge, north of the walled city of Delhi. As this site was

not found suitable to serve as the seat of the

Government, a new city, namely, New Delhi, located to

the south of the walled city was planned. Construction

work of New Delhi started in 1912 under the supervision of renowned city planners

and architects, Sir Edwin Lutyens and Sir Herbert Baker. Construction of New Delhi

was completed in 1931 when the seat of the Government was shifted to this new

place. The city has continued to grow since then at a fast pace.

National Capital Territory of Delhi today covers an area of

1486 sq Kms and is a Union Territory with all powers of

State Government. The history of planning a Metro

Project for Delhi dates back to 70's. The Central Road

Research Institute (CRRI) undertook the first exhaustive

study on traffic and travel characteristics of Delhi in 1969-

70. While bringing out extensive data describing the

traffic and travel characteristics, it developed mathematical models to project travel

demand. By examining several alternatives, it recommended for a Mass Rapid

Transit Network for Delhi. Metropolitan Transport Team (MTT), Indian Railways, has

reviewed the above schemes. MTT sought for some modifications to

recommendations of CRRI and planned for a well knit Mass Rapid Transit System

for the capital city of India. The system comprised of 36 Km of underground corridors

aligned two axes North-South and East-West Corridors and 96 Kms of surface rail

corridors. Metropolitan Transport Project (MTP-R, set up by the Ministry of Railways,

Government of India) prepared an engineering plan to construct the MTR system.

Since CRRI proposal was based on transport demand projection up to the year

1981, it was assigned to Town & Country Planning Organization the work of further

projection of demand to the year 2001. Its concept plan envisaged a network of 58

km underground & 195 km surface corridors. As a part of the techno-economic

feasibility study, subsoil exploration were conducted on four specific trunk routes and

by the side of existing railway tracks and recommended for taking up pilot projects.

Delhi Development Authority (DDA) prepared a perspective plan for Delhi (MPD-

2001) in 1984 and recommended for a multi modal transport system comprising of

200 km of Light Rail Transit System, 10 Km of Tramway, an extension to surface rail

system and extensive road network. The Urban Arts Commission suggested some

modifications to the proposal of DDA and recommended for the development of the

existing Ring Railway with three radial underground MRT corridors.

 

Due to rapid growth especially along the western and eastern parts of the city, a

study group was appointed by the Ministry of Railways, Govt. of India to recommend

a precise alignment for the East-West corridor and in 1987 further appointed a Task

Force for assessing the choice of exact construction technology. While suggesting

some changes to the alignment of study group, it recommended for pilot project

based on M-Bahn Magnetic Levitation System in case of negation suggested for

replacement by Light Rail Transit System.

Feasibility Report on Integrated Multi Modal Mass Rapid Transport System of Delhi

(IMMRTS) prepared by RITES recommended for three-component system

comprising of Rail corridors, Metro corridors and dedicated bus way totaling to 184.5

Km and further addition of 14 km increased to 198.5 km. The total network contains

16 sections to be implemented in a sequence based on passenger kilometer carried

per kilometer length of each section. The first phase of the network, now

(commissioned) comprises of 65.11 km of route length with 13.01 km underground

called Metro corridor and 52.10 km surface / elevated called Rail Corridor.

Arrangement of Funds for Delhi Metro Rail

As urban MRT projects are mean to provide a safe, speedy and affordable mode of

travel to the commuters, they have not generally been found to be financially viable

in the most cities of the world, despite their large economic benefits. MRT fares

cannot be fixed purely on the basis of commercial principles, without drastic

decrease in ridership and defeating the very object of setting up such mass transit

system. Hence, the city dwellers must necessarily supplement the contributions to

be made by the system users to meet the costs of setting up. as well as running the

system. Delhi being national capital and international city, the GOI and GNCTD must

also contribute to meet part of these costs. It has accordingly been decided that the

project will be financed by way of equity contributions from the GOI / GNCTD, soft

loan from the OECF (Japan), property development revenue and certain decided

levies / taxes on the city dwellers.

The loan will rapid partly from surpluses from the box revenue, partly through

dedicated levies / taxes in the NCT.

The financial plan of the project has been approved by the GNCTD and GIO on 24.7.1996

and 17.9.19996 respectively.

Source of fund Percentage of total cost

1. Equity contribution from GOI & GNCTD 15% each

2. OECF (Japan) loan Approx 56%

3. Revenue from property development Approx 6%

4. Subordinate debt towards cost and land Approx 8%

The above financial plan is based on:

Debt equity ratio 2:1

Fare: Base rate rs. 5.00 (at April 1995

prices) per passenger trip of 7.12 km

World best system of Public transport

Delhi Metro is on the threshold of vast changes and developments in India. It is a

period of optimism for most Indians, a period when they can legitimately dream of a

better life, a better country. The time is, therefore, ripe to imagine the India of the

future. However, when we contemplate what the country can become, It should not

lose sight of the fact that India had a glorious past, not only in terms of economic

prosperity but also on moral values. Delhi metro is proud of being an Indian and the

values that are associated with India. Our spiritual heritage and high moral values

set us apart, and we should never lose sight of this in our quest for development.

Despite its golden past, numerous wars and foreign occupation kept India behind the

rest of the world for hundreds of years. Post-Independence, things started to

improve. India has witnessed improvement is the last 60 years, especially in

industrialization, agriculture and infrastructure development. A lot, however, still

needs to be achieved.

I have noticed a welcome change in the last two decades. Call it the result of

economic reforms or a new awakening, these last few years have given Indians the

confidence to believe in themselves. I am proud that the Delhi Metro also played a

small role in this. The construction and operation of this world-class Metro system

ahead of schedule and within the budget has given Indians the confidence to believe

that they can build the most challenging and technically complex projects.

I have spent decades in public transport and infrastructure and the India of my

dreams will have a public transport system that can measure up to the best in the

world. I know this is possible but many things will have to change before this

becomes a reality.

India is a vast country with long distances and therefore quick, reliable and safe

transportation systems are most essential for its economic growth. Unfortunately,

our planners have not realized that investments in the transport sector come back to

the nation manifold, fueling growth in many other sectors. More than 70% of the

country’s goods and population move by roads. A lot needs to be done to lay new

roads and improve existing ones, national highways. The golden quadrilateral

project is a beginning, and I hope such projects will gather momentum.

As for the Indian Railways, an aggressive policy for modernization and improving the

safety record is the need of the day. The focus of the Railways should change from

dedicated freight corridors to dedicated high-speed passenger corridors, to which all

mail and express trains should be diverted. Capacity thus released will be more than

what is needed for freight movement.

On the aviation front also, we do not seem to be looking into the future. The country

needs modern airports and at least three to four times more than the number

available today. Greenfield airports are coming up at Devanahalli near Bangalore

and Shamshabad near Hyderabad, but many more such projects, especially in

remote areas, are required and I am hopeful that air connectivity to all corners of the

country will be a reality in the future.

While our cities are growing very fast, the urban transport infrastructure is lagging

terribly behind. Modern public transport systems like the Delhi Metro are essential to

sustain economic activities in our cities. Measures to reduce private ownership of

cars and encourage use of public transport are urgently required. Thankfully, after

the success of the Delhi Metro, several Indian cities such as Mumbai, Bangalore,

Hyderabad, Ahmedabad and Chennai are now taking up Metro projects.

The government has recently come out with a National Urban Transport Policy,

which is a good beginning. The government should also seriously think of setting up

a separate ministry to oversee and expedite Metro constructions in all our cities with

populations over three million. Only such measures will solve the transportation

problems of our medium and large cities.

India also needs an administrative environment where decision-making is very fast.

Procedural shackles slow down projects and this situation must change. Delhi Metro

Rail Corporation has been quite successful in this respect and there is no reason

why government departments and public sector undertakings cannot follow the Delhi

Metro example.

Undoubtedly, public transport is one area where vast improvements will have to be

made to build a dream India. Ultimately, the benefits of the country’s progress

should reach the poor and the villages. Sadly, the progress of the country that we

are witnessing is largely limited to urban areas. In the India I envision, all citizens will

have easy access to education, healthcare and employment. Merely pouring

thousands of crore to set up schools and hospitals in rural areas will not fulfill this

dream. The government must ensure that teachers and doctors carry out their duties

diligently. Providing seasonal employment is also not enough. It will be better to take

concrete steps to increase our agricultural output and set up hundreds of vocational

training centre.

In my 75 years, I have witnessed great changes in India. Some of the changes have

been for the better and some for the worse. The India of the future, I firmly believe,

will take its place in the comity of developed nations and I sincerely hope that the

moral heritage of my country remains in place. After all, there is no point in

prosperity at the cost of ethics.

Delhi Metro rated world-class by UK agency

A Leading international accredition service has rated the performance of Delhi Metro

network as world-class. A surveillance witness audit of Delhi Metro was recently

conducted by the United Kingdom Accreditation Service (UKAS). The report termed

DMRC’s housekeeping and operational controls as world-class

UKAS is the sole national accredition body recognized by the government to assess,

in accordance with international agreed standards, organizations that provide

certification, testing, inspection and calibration services.

“The fact that DMRC included occupational health and safety in an integrated

management system is particularly laudable,” said UKAS auditor Andrew Marlow.

He said DMRC’s efforts for water harvesting and energy saving are a model for

other big organizations to follow

DMRC CPRO Anuj Dayal said: “It is the management style which is unique. It is

based on practical experience...The credit goes to the managing director and the

entire team”.

Delhi metro development plan

Almost all old cities of the developing countries which are supporting the highest

population densities are facing the problems of heavy traffic, lack of proper

sewerage & storm water disposal system, lack of parking spaces, and lack of social

infrastructure etc. Solving of these problems were not within the capability of the

local Authorities due to non availability of space in such cities and lack of

technology.

In the present era of science and development, the advent of new technology has

made it possible to solve above problems by providing such infrastructure below or

above the ground of such cities. For the benefits of the public, the living example of

Delhi Metro Rail including its vast railway stations and restaurants etc. which have

been constructed below and above the ground has been described as below.

Delhi Metro Rail as conceived In Delhi Master Plan

The walled city of Delhi developed traditionally over a period of time into mixed land

uses associated with whole sale markets is a most congested part of the city facing

acute traffic problems, lack of parking spaces, and lack of social infrastructure etc.

Recently, the construction of Metro Rail below ground in the said walled city has

proved that natural constraints coming in the way of development can be overcome

with the application of advanced technology. The Delhi Metro Rail Project is being

implemented primarily to solve traffic problems of Delhi as first of all conceived in

Delhi Master Plan in 1960.

Benefits of Delhi Metro

The 1st. phase, 2nd phase and 3rd phase of Delhi Metro Rail have already been

commissioned. The operation of said Metro rail has reduced the traffic congestion on

roads running parallel to the said Metro line. It has also reduced the traveling time of

the commuters. It is considered reliable, safe, and more comfortable mode of

transportation as it has reduced the road accidents. In addition, it has reduced

atmospheric pollution including noise and has also reduced the fuel consumption of

transport sector resulting in saving of foreign exchange. It reduced the need for

parking spaces, expansion of roads, flyovers, laying of new roads etc. in areas which

are being served by it. It reflects sense of pride to the city and country having a

world class facility.

Economic Benefits

The Delhi MRTS is essentially a "social" sector project, whose benefits will pervade

wide sections of economy. The modified first phase will generate substantial benefits

to the economy by the way of:

Time saving for commuters

Reliable and safe journey

Reduction in atmospheric pollution

Reduction in accident

Reduced fuel consumption

Reduced vehicle operating costs

Increase in the average speed of road vehicles

Improvement in the quality of life

More attractive city for economic investment and growth

Enactment of the Metro Railways (Construction of Works) Act, 1978

The proposal of Delhi Metropolitan Rail first of all was conceived in Delhi Master

Plan, published in 1960. For the implementation of this Project, the Metro Railway

(Construction of Works) Act, 1978 was enacted and Delhi Metro Rail Co. was

formulated. The responsibility for implementation of this project was given to Shri

Sreedharan by appointing him as Chairman of Delhi Metro Rail Corporation Ltd. He

is also known for the completion of Konkan Railway Project in India before schedule.

Delhi metro plans feeder buses

Delhi Metro Rail Corporation (DMRC) would soon be running special feeder buses,

which would provide connectivity to commuters from metro stations to their nearest

bus stops.

Also, these buses would be equipped with global positioning system (GPS)

technology, which would enable smart card users to use them in the buses too.

As part of a pilot project, DMRC would be taking 200 buses from Delhi Transport

Corporation (DTC), and would be equipping them with GPS technology. Regular

Delhi Metro commuters, who already have smart cards, would be able to use them

in these buses too

DMRC Managing Director E Sreedharan said not only would these buses solve the

long standing problems of last mile connectivity for commuters, it would be a

modern, efficient and commuter friendly transport system

These buses would have the same colour scheme as that of the Delhi Metro

coaches and the drivers would be given uniforms, Sreedharan said.

DMRC has been in talks with Delhi government over issuance of license for running

feeder buses from stations for commuters for a long time now. DMRC officials told

Business Standard that they were hopeful for getting the license in the next three

months.

The absence of feeder services from Metro stations to bus stops has been a long

standing grievance of Delhi Metro commuters

A source in DMRC said due to bureaucratic hurdles, the matter had not been

resolved, but with DMRC all set to get the license, the pilot project would solve this

problem. If the project is found successful, then it would be continued further, the

source said.

Need for MRTS (Mass rapid transit system)

As cities grow in size, the number of vehicular trips on

road system goes up. This necessitates a pragmatic

policy shift to discourage private modes and encourage

public transport once the level of traffic along any

travel corridor in one direction exceeds 20,000 persons

per hour.

Introduction of a rail based (MRTS) Mass Rapid Transit System is called for. Mass

Rapid Transit Systems are capital intensive and have long gestation period. It has

been observed that in developed countries, planning for mass transit system starts

when city population size exceeds 1 million; the system is in position by the time the

city population is 2 to 3 million and once the population exceeds 4 million or so,

planned extensions to the Mass Rapid Transit Systems is vigorously taken up. In

developing countries including India, because of paucity of funds planning and

implementation of rail based Mass Rapid Transit Systems has been lagging far

behind the requirements.

The city of Delhi with a population of round 12 (16.2)

million should have had an MRTS network of at

least 100 (300) KM by this time, whereas actually it is

still (65.10 kms) at the take-off stage. Delhi has all

the ideal dress-up for an excellent Mass Rapid

Transit System to be brought in. It has wide roads (roads cover 23% of the city area)

where road possession for construction is not difficult (except in the old city area).

Implementation will also not involve demolition of large scale private properties. Most

of the land required is under Government control and hence can be easily acquired.

The citizens are enlightened and would eagerly welcome introduction of people

friendly MRTS though they may initially face some difficulties during the

implementation phase. Added to this Delhi has an unassailable advantage in its

excellent railway network comprising two rings and six spurs totaling about 120 KM

within the urban area.

Unfortunately, these Rail assets are not presently fully being utilized as its share of

commuter traffic is only a mere 2%.

 

Delhi has experienced phenomenal growth in

population in the last few decades. Its population

has increased from 57 lakhs in 1981 to 120 (162)

lakhs in 1998 (2006) and is poised to reach 132

(190) lakhs by the year 2001 (2011). For want of an

efficient mass transport system, the number of motor vehicles has increased from

5.4 lakhs in 1981 to 30 (51) lakhs in 1998 (2007) and is (increasing at the rate of

6.21 per annum). The number of motor vehicles in Delhi is now more than that of

Mumbai, Calcutta, Chennai put together. The result is extreme congestion on Delhi

roads, ever slowing speeds, increase in road accidents fuel wastage and

environmental pollution with motorized vehicles alone contributing to about two

thirds of the atmospheric pollution.

Today the traffic on roads of Delhi is a heterogeneous mix of cycles scooters buses

cars and rickshaws jostling with each other. This has resulted in a chaotic situation

so much so that due to road accidents, the average number of persons killed per

day has increased to 5 and of those injured to 13. The position is expected to

deteriorate further in the years to come.

To rectify this situation the Government of India and the Government of National

Capital Territory of Delhi, in equal partnership have set up a company named Delhi

Metro Rail Corporation Ltd. under the Companies Act,1956 which has (already

commissioned a 65.10 kms route in Phase-I and is proceeding ahead with another

121 kms in Phase –II).

Delhi Metro’s success story

The facilities on the metro system are not only modern and aesthetic, but are

also easily accessible for disabled commuters, including elderly people. It is

probably the only agency involved with transportation in India that has

incoporated accessible design in its facilities.

The new accessible New Delhi Metro Rail

Corporation (D.M.R.C.) is ready for use by

disabled people and seniors. It is probably the

only agency involved with transportation in India

that has thought of constructing an overhead ramp for the physically challenged. The

ill and the disabled persons who cannot use the foot over bridges or subway, can

now take the ramp from St Stephen's side at Tis Hazari station, and directly reach

the concourse or ticketing area, which is on the second level of the station.

The facilities on the metro system are designed to be modern, aesthetic, and easily

accessible for the disabled commuters. There are escalators and accessible

elevators at all stations. In addition, the entry path is lined with tactile tiles to guide

the visually impaired from outside the stations to the trains. Disabled commuters can

also expect accessible seating on the trains, as well as Braille instruction signs and

audio announcements.

The Metro Sahayaks (or Metro Helpers) are present at stations to provide assistance

at all times. Some specific facilities for disabled commuters are:

Labels printed in braille in the lifts to indicate floors

Elevator control buttons positioned at heights that are accessible to

wheelchair users

Grip rails on the the sidewalls of the elevator car

Wide doors for lifts

Ramps at the entrance of every station

Adequate landing space at the start and end of every ramp

Reservation for employment of physically challenged

Accesssible toilets on every floor

Handrails inside toilets

Well lit corridors for persons with visual impairments

Ticket gate exclusively for disabled passengers

Tactile tiles on all common passages

Tactile warnings for abrupt change in height or near hazardous areas

Audible warnings and announcing devices wherever possible

The metro is now offering tours to better acquaint users with the new system. To do

so, disabled users can go to the Kashmere Gate station (West End) near Mori Gate

Bus Terminal at 10 a.m. on any Wednesday for an orientation.

Exactly five years ago Delhiites were introduced to an all new travel experience as

the first stretch of Delhi Metro between Shahdara and Tis Hazari was thrown open to

the public on dec. 25, 2002. Since then Delhi metro train have run 2.25 carore kms

and the number of station have increased from 6 to 59. As construction is on to add

79 stations and 500 train to the Delhi metro network, Time city traces the major

achievements and grey areas in the journey so far.

The first stretch of Delhi Metro, spanning across just 8.5 kms, was inaugurated

amidst much hype. The system was truly world-class- air-conditioned trains

replacing rickety buses, contactless tokens in place of tickets, escalators, clean

platforms and a relief from traffic snarls. It was no surprise then that on day one of

operations, about 12 lakh people landed up at the stations. The system had been

designed to ferry just two lakh, so Delhi Metro Rail Corporation (DMRC) actually

gave out advertisements requesting people to "defer pleasure trips for the time being

and allow essential travel to take place comfortably."

Officials say that the Hong Kong metro had seen a similar rush due to which the

system had collapsed right on the first day. It was reopened only about a month

later.

Another little known fact is that the system — which introduced Delhi to token travel

and escalators — had actually given out paper tickets initially. "The managing

director had got tickets printed in Lucknow, which were used in addition to tokens in

the initial days as the automated gates couldn't handle the rush," said Anuj Dayal,

DMRC’s chief spokesperson.

The grey areas toilets, the elevated-underground debate and relocation of life in

some areas. "Toilets have now been provided on most stations. If they are

unavailable, people have been granted access to staff toilets," Dayal added. But,

Panchkuian Road, which was made one-way to ease construction of Line three, is

still one-way as the case of the shopkeepers is still in court. They refused to move

into a multi-level complex at Bhai Veer Singh Marg, since with the metro being

operational, road users are still forced to take a long detour.

The recent underground vs elevated debate for the line from Central Secretariat to

Badarpur is also giving DMRC sleepless nights, as the project with a 2010 deadline

may get delayed if work doesn't start immediately.

Features of Delhi Metro

Cleanliness

The stations on the route are spic and span and so are the trains. It seems the

cleanliness is maintained by not having any stalls on the platforms and by imposing

heavy fines if one is caught eating/drinking on board. Even chewing gum is banned!.

At the metro station and in the train also every time it cleans .

Infrastructure

The ticketing machine, turn-stiles, escalators, digital signboards, announcement and

light systems all are in excellent conditions. Even after extensive use there is no sign

of wear. Each station of Delhi Metro has sufficient parking space where people can

park their vehicles and use the metro service. They are also running some feeder

bus service to & fro stations.

Fare

The fare is very nominal. It is only from Dwarka to Rajiv Chowk (previously

Connaught Place) in an air-conditioned vehicle in just Rs.17.00 or to Chandni Chowk

for another five rupees or so. The DMRC has also introduced multi-purpose

Smartcards for regular commuters.

Punctuality

In punctuality Delhi metro always on time not a single train comes at station after its

time. Passenger have not to wait for the train very much time after five or six minutes

train comes regularly. So passenger are easily catch the train without waisting there

time.

Coaches

The Delhi Metro coaches are designed & equipped with modern facilities and

ensures the safety and comfort of passengers. The coaches are fully automatic with

doors being operated automatically and there are emergency exits in the train. One

can communicate with the driver at any point in case of an emergency. Unlike New

York, Paris or Sydney where they have more seating capacity, lesser no. of seats

makes it possible for Delhi Metro to carry more passengers.

General awareness

The general awareness among the commuters was good, none of them looked lost

or confused. Perhaps the reason for this was various announcements made on the

platforms and inside the trains. They were sufficiently detailed, bilingual and clear.

The signs and signboards at different places also played important role

Stations

The stations have an international look and have special care for handicaps and

senior citizens with escalators and lifts in place. Every where way marks are given

for the convenience of passenger.

Operations and safety

Each train consists of four coaches and can carry up to 240 seated and 400

standing passengers. The trains operate at intervals of 3 to 4.5 minutes between

6:00 to 23:00. Coaches on all trains are well ventilated and air-conditioned at a

temperature of 20~22°C. Trains operating within the network typically travel at

speeds below 80 km/h, or 50 mph, and stop about 20 seconds at each MRTS

station. The MRTS rolling stock are manufactured by ROTEM, relying on 1676 mm

(5 ft 6 in) track gauge (broad gauge). As of 2009, the metro system has a total

network length of 76.7 km, with 68 stations on 3 separate lines (14 underground, 52

elevated and 2 at-grade station

All metro stations and trains are monitored constantly by more than 1200 closed-

circuit cameras, and specially trained Delhi Metro police are stationed at all stations

and trains to deal with law and order issues in the system. Trains are at platform

level with a small platform gap to allow easy movement of passengers. The Delhi

Metro is also one of the few metros in the world to have plain clothed metro-

marshals on trains. Intercoms are provided in each train car for emergency

communication between the passengers and the driver.

Eating, drinking, smoking, and chewing of gum are prohibited in the entire system.

Automated station announcements are recorded in Hindi and English. Many stations

have services such as ATMs, food outlets, cafés and convenience stores.

Delhi Metro commuters have the following choices for ticket purchase:-

Smart card

Valid for one year from the last time of use, these cards are available in

denominations of Rs.50 to Rs. 800. A 10% discount is given on all travel made on it.[35] A deposit of Rs.50 needs to be made to buy a new card.[35] These cards are most

convenient for frequent commuters.

RFID Token

These tokens are valid only for a single journey on the day of purchase and the

value depends on the destination. Fares are decided based on the destination

station using the token table. Fares for a single journey range from Rs.6 to Rs.22

Tourist card

These cards can be used for unlimited travels on the Delhi metro network over a

short period of time. There are two kinds of tourist cards - the 1 day and the 3 day.

Cost of 1-day card is Rs. 70 and 3-day card is Rs. 200.

First Delhi Metro Coach To Come By Air Arrives From Germany

The first Metro coach to be brought to India by air arrived at the Indira Gandhi

International Airport on 26th February 2009 from Germany.

The coach was brought by a colossal AN - 24 aircraft from Germany and landed at

about 5:00 p.m. today. It was received by Dr. E. Sreedharan, MD, DMRC and other

DMRC Directors.

For the first time, Metro coaches were brought to India by aircraft by Delhi Metro Rail

Corporation. The coach was brought by the colossal Antonov AN - 124 aircraft from

Parchim Airport, Germany.

This was the first of eight Metro coaches, i.e., two trains, which are to be airlifted to

Delhi by April 2009. All of them are broad gauge coaches manufactured in Goerlitz,

Germany. The trains are being airlifted so that they can be commissioned as quickly

as possible to ease travel conditions on the Metro which recorded a 30% increase of

ridership in the last one year. The trains are likely to be commissioned by June 2009

on Line - 2 (Central Secretariat - Jahangirpuri) by June 2009.

Once all 4 coaches of a train arrive at the depot, they are first integrated into train

formation. The train then undergoes tests for technical parameters inside the depot

before tests on the mainline for load, braking, etc.

Special Features in New Metro Trains

The Delhi Metro Rail Corporation (DMRC), which has ordered 131 new trains in view

of the increased rush on the Metro system in Delhi, will provide passengers with

power connections inside the coaches so that they can use their laptops and charge

their mobiles while they are traveling in the Metro. Every new Metro coach of Phase

–II will have power supply points for this purpose.

The Metro coaches in Phase - II will also have reduced noise levels inside the trains

as the DMRC is making major design changes to reduce the noise levels by use of

special sound absorbing cushions in the walls of the Metro coaches and more

buffing on the Metro doors which will be better sealed by reducing the door gaps to

ensure that less sound from outside enters the trains thus enabling the passengers

to travel in a better ambience. The noise level in the underground coaches has been

reduced by 8 decibels(db) as in Phase-I the internal noise levels was around 92 db

which will now be only 84 db in Phase-II. In addition, a new type of compressor

called Scroll Compressor System will be used in the air conditioners of the Phase-II

coaches which will be sealed and is more compact and this will reduce noise level in

thecoachesfurther.

The Phase-II Metro coaches will also provide a much better level of passenger

comfort as for the first time there will be Humidity control as Humidity Sensors will

activate the newly planned heating system of the air conditioner which will eliminate

humidity inside the coaches. The temperature will be maintained at 25 degree

Celsius and relative humidity will be maintained at 60 % during the summer and

monsoon months (in Phase - I trains, there was only temperature control).

With the start of Phase-II the Delhi Metro will start travelling very far distances

covering around 50 kms in some destinations such as Dwarka-Noida, Gugaon-

Jahangirpuri, etc. To avoid confusion for the passengers who will travel on these

lines, there will be new destination sign boards in LED on one window of the side

wall of each coach so that passengers can view the terminal stations while standing

on the platform as some Trains may be terminating at intermediate stations

depending upon operational needs. This will be necessary as on the same line

different trains may be terminating at different destinations.

Phase - II trains will also have Closed Circuit Television Cameras (CCTVs) inside

the coaches apart from cameras outside the coaches so that the driver can see the

entry and exit of passengers from the train. The driver of the Metro trains will now be

able to observe passenger behavior in every part of the train at all times.

The trains in Phase - II are also being designed to travel upto a maximum design

speed of 95 kmph as against 90 kmph in Phase - I. The braking system is also better

as DMRC will use Wheel Mounted Disc Brakes which will be micro processor

controlled. In addition, the train will have energy absorbent couplers which can

absorb shock and reduce damage to the car body structure in collisions.

Solution for crowd management at busy metro station

The advent of Delhi metro rail for the people of Delhi really came as a pleasant

achievements after two decades of waiting. When the three lines currently operating

in Delhi were inaugurated one by one, crowd of people rushed to joyfully attend the

inaugurations and many enjoyed traveling with VIPs like Delhi’s chief minister and

other on such occasions.

But people soon realized that the number of travelers in the Delhi metro is much

larger than what the Delhi metro can actually accommodate. However a very

miserable situation arises at stations like Rajiv chowk, especially when there is some

occasion like the International Trade fair at Pragati maidan, Which is the third station

from Rajiv chowk on line-3 (Blue line), the Dwarka- Indraprastha track. The same

uncontrollable situation is noticed at other important station like kashmiri gate,

Chandini chowk and New Delhi in the fully underground yellow line from central

Secretariat to Vishwavidyalaya. These station may rightly be put in some special

category where thousand of passenger can be seen de-boarding the train everyday.

When the trains stop at any of these special category stations, the passengers de-

boarding experience an uncontrollable attack by the incoming passengers and there

is a stampede like situation which even security personnel can not possibly check.

The forcible entry and exit of passenger pushing madly inopposite check. The

forcible entry and exit of passengers pushing madly in opposite directions can lead

to any mis happening like injuries to passenger or toppling down of old men, women

or children. The women especially experience horrible moment at such times with

their honour at stake as eve teasers can tease them easily and make them feel

helpless till they come out of the crowdie mess.

The trains are virtually risky missing a stampede narrowly almost everyday during

the office hours. Young office going girls somehow exist uncomfortably standing

erect in a painstakingly. But the metro train has become so indispensable for the

people of the capital that they wait with satisfaction for the further appearance of

tracks in areas like Nehru place and CGO complex. Here tens of thousand people

might be waiting for the facility to reach them to make their journey to offices and

back much faster compared to the horrendous bus journey with repeated traffic jams

at red light and other places.

It is however equally natural for the Delhiites to emagine rajiv chowk like situations at

these special category areas like the Nehru place or CGO complex. One therefore

thinks what be done after all to check well in advance such trouble some situations

mentioned above.

In order to think of a solution, one just needs to travel by local trains from the Navi

Mumbai station of Mumbai, and observe the platform on either side of the train. A

passenger could get down as well as enter from either of the two opposite doors and

even at the entry point of the platform the crowds are halved as people make exits

and entries from both the platform.

How ever imitating such a system of platform on either side might not prove as

simple in the case of the Delhi metro rail of which people of Delhi joyfully exclaim

‘Delhi Metro Mera Metro’ but just imagine the CGO complex station with a platform

on both side and when the train reaches this station the doors open simultaneously

and insiders as well as outsiders apply immeasurable force to make their ways out

or in.

The reduction of the trouble as compared to single door may not be notable.

Is it then possible that one of the platforms is for entry and the other is for exit?

But then people entering together may push the exiting people in a very troublesome

way and the outgoing people may feel unduly pushed out. The solution to such a

problem comes from the famous quotation of swami Vivekananda-‘ When one door

closes, another opens. If therefore the doors for exit open for one minute and all the

outgoing passengers successfully exit and the doors for entries may open only after

the closure of exit doors for the boarding passengers to enter.

Never theless for this purpose each special category station will need to have total

three platform and the two tracks for opposite directions alternately constructed

between the three platforms. I hope such an arrangement if planned may solve the

problem of cowded stations and give some relief from the eve teasers and pick

pockets.

Market analysis from the point of customer benefit

We take the sample of 83 people. From where we get the customer view about Delhi metro. It is a market survey, which we did at metro stations and market.

Q 1. Do you travel in Delhi metro?

(A) Yes 99%(B) No 1%

People travel in DMRC

99%

1%

1

2

Q 2. Are you frequently user of DMRC ( Delhi Metro Rail Corporation LTD)?

(A) Yes 56%(B) No 44%

Frequently user of DMRC

56%

44%

1

2

Q 3. How many times you travel in a day?

(A) Once 34%(B) Twice 37%(C) Thrice 11%(D) More than thrice 10%(E) None of these 8%

No of travel time in a day

34%

37%

11%

10%8%

1

2

3

4

5

Q 4. Do you use metro on daily basis?

(A) Occasionally 63%(B) Regularly 37%

use of DMRC

63%

37%

1

2

Q 5. Do you find its fare costly?

(A) Yes 38%(B) No 62%

Fare is costly

62%

38%

1

2

Q 6. Do you feel Delhi metro helps to solve the transportation problem?

(A) Yes 99%(B) No 1%

Helps in transportation problem

99%

1%

1

2

Q 7. Do you feel DMRC has reduced traffic in Delhi?

(A) Yes 82%(B) No 18%

Metro reduced the traffic problem

82%

18%

1

2

Q 8. Do you feel that Metro helps to solve the pollution problem?

(A) Yes 95%(B) No 5%

Splve the pollution problem

95%

5%

1

2

Q 9. Would you like to see Metro network in NCR region also?

(A) Yes 99%(B) No 1%

Should metro in NCR region

99%

1%

1

2

Q 10. Do you feel Delhi Metro should work 24x7 ?

(A) Yes 89%(B) No 11%

Should metro work 24*7

89%

11%

1

2

Q 11. Are you satisfied with the service of DMRC?

(A) Yes 93%(B) No 7%

satisfy with DMRC

93%

7%

1

2

Bibliography

www.google.comwww.delhimetrorail.comwww.wikipedia.comwww.business-stantards.comwww.merinews.comwww.ncpedp.orgEconomic timesTimes of India News paper and magazineThe Hindu

Annexure

Name: Sex :Age: Contact No.:

Q (1) Do you travel in Delhi metro? (A)Yes (B)No

Q(2) Are you frequently user of DMRC ( Delhi Metro Rail Corporation LTD)?

(A) Yes (B) No

Q (3) How many times you travel in a day ?

(A) Once (B) Twice (C) Thrice (D) More than thrice Q (4) Do you use metro?

(A) Occasionally (B) Regularly

Q (5) Do you find its fare costly? (A) Yes (B) No

Q (6) Do you feel Delhi metro helps to solve the transportation problem?

(A) Yes (B) No

Q (7) Do you feel safe as you have seen accidents occurred in the last few months in DMRC?

(A) Yes (B) No

Q(8) Do you feel DMRC has reduced traffic in Delhi?

(A) Yes (B) No

Q(9) Do you feel that Metro helps to solve the pollution problem?

(A) Yes (B) No

Q (10) Would you like to see Metro network in NCR region also?

(A) Yes (B) No

Q(11) Do you feel Delhi Metro should work 24x7 ?

(A) Yes (B) No

Q (12) Are you satisfied with the service of DMRC?

(A) Yes (B) No

## Any advice you want to give to improve the facility of DMRC –

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