INDIAN RAILWAY CATERING & TOURISM CORPORATION LTD. (A Govt. of India Enterprise - Mini Ratna Category-I)

VIGILANCE WORKSHOPS/TRAINING COURSES

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The details of the Checks conducted and fine imposed are as under:-

  • Year 2015:Total 89 checks were conducted as a result of which a fine of Rs. 81,32,295/- was realized from licensee(s)/e-ticketing agents. Major Penalty was imposed on 01 employee, Minor Penalty was imposed on 08 employees and Administrative action taken against 20 employees.
  • Year 2016:Total 103 checks were conducted as a result of which a fine of Rs. 18,80,986/- was realized from licensee(s)/e-ticketing agents. Major Penalty was imposed on 04 employees, Minor Penalty was imposed on 06 employees and Administrative action taken against 4 employees.
  • Year 2017:Total 117 checks were conducted as a result of which a fine of Rs. 51,57,990/- was realized from licensee(s)/e-ticketing agents. Minor Penalty was imposed on 03 employees and Administrative action taken against 8 employees.

As part of preventive vigilance, emphasis is so far laid to improve and correct the existing systems so as to reduce scope and opportunities for indulging in malpractices and pilferages. The following important efforts have been made:

  • (i) During the course of Decoy checks conducted on e-ticket agents, IRCTC Vigilance detected that most of the e- ticket agents were overcharging the passengers. Earlier, on report of such cases, the agent id used to be deactivated. On the recommendation of Vigilance, the competent authority issued and implemented a system improvement vide letter dated 11.03.11 as under.:-
    • The agent/ sub-agent detected to be indulged in overcharging was directed to refund double the overcharged amount. This would encourage the passengers to lodge complaints and simultaneously discourage overcharging.
    • Immediate deactivation of the user ID and also blacklisting the agency found involved in overcharging. This would create a deterrent effect amongst defaulters.
    • A fine of Rs. 500 to 20,000/-, on the same pattern, as has already been decided by IRCTC in case of overcharging in catering units. This will discourage overcharging and simultaneously increase the revenue.
  • (ii) On the basis of decoy checks conducted by the Vigilance team, it was seen that the actual fare indicated by IRCTC on booking of e tickets was being altered by the ticket booking agents by copying the ticket generated by IRCTC to a word file and then making the necessary changes. A recommendation for system improvement had been given that the Copy/selection/right click option should be disabled so that alterations cannot be made to the ticket. The recommendation was agreed to and the copy/selection/right click option on the ERS (Electronic Reservation Slip) which is generated on booking of e -ticket has been disabled wef 1st October, 2011.
  • (iii) On recommendation of the Vigilance Department, now SMS is being sent to customers as soon as they book their e-tickets giving details of the fare and the service charge. This helps them to know if they are being overcharged by the ticket booking agents.
  • (iv) During a CTE type check conducted on Tender for procurement of HDPE caps of Rail Neer Plant/Nangloi, following System Improvement were suggested and same have been implemented by the GGM/RailNeer Plant, Nangloi:
    • Quantity tendered and Quantity required at present should be discussed in the Tender Committee Minutes.
    • Last Purchase Rate (LPR) with PVC should first be updated upto the date of opening of the tender under consideration and then compared with the rate under consideration in the tender while discussing the reasonableness of rates in the TC Minutes.
    • Condition for pre-decided split ordering may be more comprehensively described in tender documents as per Railway Board's instructions on the subject.
  • (v) During Vigilance check on e-ticketing agents, it was found that agents are overcharging by the way of charging service charges on per passenger basis instead of per ticket. As suggested by IRCTC vigilance, a system improvement was undertaken by Internet ticketing department by mentioning on the Electronic Reservation Slip (ERS) that 'Service charges per e-ticket irrespective of number of passengers on the Ticket'
  • (vi) Based on a Vigilance check in which it was detected that an outsource staff had been nominated as a member of tender opening committee, instructions have been issued with the approval of the Competent Authority that all tender related jobs should be handled only by employees of IRCTC. Outsourced/ contractual employees should not be involved at any stage of tendering /bill passing/bill payment work.
  • (vii) On the basis of decoy checks and information gathered, it was recommended to the IT centre that the list of sub agents maintained by them should also show the date of registration to guard against re-registration of sub agents who have been black listed by the organization. The same has been accepted /implemented by Internet Ticketing department of IRCTC w.e.f. 04.07.2013.
  • (viii) During a preventive check, some irregularities were found while availing leave by staff and maintaining the leave record at IRCTC units/Field units. To improve the same, following Systems Improvements have been implemented by Competent Authority:
    • Application for leave will be entertained in prescribed format mentioning the nature of leave period. Weekly rest, Saturday and Sunday, if any, preceding or succeeding the leave period should be clearly mentioned.
    • Compensatory rest will be availed by the unit in charges with prior permission of controlling authority of the unit.
    • Finance department will undertake regular audit of leave record in HRD section of Zonal /Regional Office.
  • (ix) During a check conducted at DMRC Kiosks, following system improvements were recommended by Vigilance and accepted by Competent Authority:
    • If outsource staff is found indulging in cash manipulation or revenue loss to IRCTC, the loss incurred by him may be recovered from the service provider
    • Preparation of an operational manual for functioning of these kiosks has also been processed.
  • (x) During Vigilance check on Bharat Darshan tourist train, following system improvements were suggested by IRCTC Vigilance for improvement of service in these tourist trains and same have been accepted by Competent Authority:
  • (xi) During a vigilance investigation it was found that despite repeated advice for submission of APRs by HR department, some officials were still not submitting the APR on time. In order to enforce the submission of APR on time, HR department issued a system improvement that Vigilance clearance shall be denied to an official who fails to submit property return of the previous year by 31st January of the following year. This shall result in non-issuance of NOCs required for various matters.
  • (xii) During a vigilance investigation it was found that despite repeated advice for submission of APRs by HR department, some officials were still not submitting the APR on time. In order to enforce the submission of APR on time, HR department issued a system improvement that "Vigilance clearance shall be denied to an official who fails to submit property return of the previous year by 31st January of the following year. This shall result in non-issuance of NOCs required for various matters".
  • (xiii) During Vigilance checks conducted on E-ticketing agents, various irregularities like overcharging, not obtaining booking and cancellation request form, use of IDs at unauthorized location, use of personal IDs by agents etc have been detected. As e-ticketing agents are spread over across the country, it is not possible for vigilance division alone to curb/contain these irregularities. Therefore, IRCTC vigilance recommended a system improvement to Director (Tourism & Marketing) that, a direction may be issue to field functionaries of IRCTC to conduct regular checks in order to supplement the efforts of Vigilance division and to curb the malpractices. Accordingly instructions have been issued to zonal and regional offices to conduct preventive and decoy checks on the e-tickets agents vide letter No. 2014/IRCTC/ERTD/ITAF/118 dated 29.08.2014.
  • (xiv) During a vigilance check it was found that service records of the transferred employees were still retained in the same zone instead of transferring them to the concerned zone. On suggestion of vigilance, GGM/HRD has issued instructions to all the zones of IRCTC that service records of those employees who have already been transferred/ will be transferred to various zones, may also be transferred to concerned zones to ensure their regular updation.
  • (xv) On the basis of investigation of a complaint regarding poor quality of food served in a catering unit, following System Improvements have been recommended to catering department to facilitate the customers to lodge their complaints and same was accepted and implemented by catering department.
  • (xvi) During a vigilance check it was found that Zonal and Regional field officers did not conduct the inspections in details, no fine/ D&AR action was recommended despite repeated irregularities found during inspection. IRCTC vigilance recommended that field officer of all the Zonal and Regional offices should conduct periodical check covering all the aspects and action on the irregularities noticed during the inspection, must be taken on record before next inspection. On the vigilance recommendation, instructions were issued to all zones to conduct regular inspections of the catering units by an official of level AM/Manager/DGM in detail, covering all aspects. Action on the irregularities noticed, must be taken on record before the next inspection.
  • (xvii) During a vigilance check, it was found that employees/ outsource were using same IDs for making payroll entries due to which responsibility for addition/deletion of entries could not be fixed. Accordingly, following System Improvement was suggested by Vigilance/IRCTC and same was implemented by Finance department, IRCTC.
  • (xviii) During a vigilance check it was found that there was difference in security deposit amount of IATA e-ticketing agents (Rs5000/-) and other e-ticketing agents (Rs. 20000/-). IRCTC vigilance recommended a system Improvement for collection of same security deposit of Rs. 20000/- from all agents including the IATA e-ticketing agents so as to recover fine of Rs. 20000/- as per IRCTC Internet ticketing policy for irregularities committed by agents. Accordingly, the Security Deposit for IATA e-ticketing agents has also been enhanced to Rs. 20000/-.
  • (xix) During the course of a vigilance check it was found that, weighing and measuring instruments/equipments installed in the Central Kitchen, Noida were found un-calibrated, which is mandatory as per the Metrology Act, 2009, Govt. of India and as per notification dated 31.03.2011 of Govt. of NCT of Delhi. Accordingly, a system improvement was recommended to Director/CS to get all the weighing and measuring instruments/equipments calibrated and certified by the concerned state government department. Instructions regarding same have been issued to the concerned departments of IRCTC.
  • (xx) During vigilance checks, it was detected that Food Plaza / FFU licensees were indulging in unauthorized e-catering in trains. As IRCTC has entered into the business of taking order for delivery of meals in trains through E-Catering, Competent Authority was requested to take action in the matter. Accordingly, instructions have been issued to all FP/FFU operators who wish to effect delivering service in train, should only be done through IRCTC e-catering with proper authorization and through no other channel whatsoever. If any FP/FFU Licensee is found to be making delivery in train other than communicated through IRCTC e-catering, same would be considered as Breach of Terms and Condition of contract and action as deemed fit by IRCTC will be initiated against the licensee.
  • (xxi) On the basis of irregularities detected during a vigilance check, GGM/DCS has reiterated the following to all the zones:
  • (xxii) During a check conducted by Vigilance division, it was noticed that at catering units of IRCTC, there was no ceiling limit for private/personal cash carried by staff on duty. Based on vigilance recommendation, it has been fixed that the monetary ceiling for private/ personal cash for stationery staff as Rs. 1500/- and Rs. 4000/- for mobile staff up to level of Chief Supervisor, who handle cash and hold imprest amount.
  • (xxiii) During a vigilance check, some system deficiencies were observed in the existing pattern of Tender opening. Accordingly,following System Improvements were suggested by Vigilance/IRCTC and same were implemented by Infra department, IRCTC:
  • (xxiv) During vigilance checks, it was detected that Food Plaza / FFU licensees were indulging in unauthorized e-catering in trains. As IRCTC has entered into the business of taking order for delivery of meals in trains through E-Catering, Competent Authority was requested to take action in the matter. Accordingly, instructions have been issued to all FP/FFU operators who wish to effect delivering service in train, should only be done through IRCTC e-catering with proper authorization and through no other channel whatsoever. If any FP/FFU Licensee is found to be making delivery in train other than communicated through IRCTC e-catering, same would be considered as Breach of Terms and Condition of contract and action as deemed fit by IRCTC will be initiated against the licensee.
  • (xxv) During preventive check conducted on Fast Food Units, it has been observed that no alternate arrangement of supply of electricity was made and in case of irregular electricity supply, bills were not being generated and online sales were not being reported. Same was intimated to GGM/LCS for system improvement. In this regard, GGM/LCS advised to all the zonal GGMs vide letter 05.08.2016 to issue instructions to all the licensees of Food Plazas and Fast Food Units under their jurisdiction to have alternate electricity supply arrangement, so that online reporting of sale may not get hampered during power failure and also advised to incorporate same in the tender condition in the forthcoming tenders of Zones.
  • (xxvi) To reduce the opportunities of corruption through promoting cashless transactions, a system improvement has been suggested to CMD/IRCTC regarding provision of various digital modes of transactions such as E-Wallet, Aadhar Enabled payment systems (AEPS), Unified payment Interface (UPI), Swipe machines (POS machines) for debit/credit cards, wireless card swipe machines etc. may be considered at all the catering units (static and mobile) under the jurisdiction of IRCTC. The availability of the digital modes of transaction in the catering units may be prominently displayed and the consumers may be encouraged to make digital payments.
  • (xxvii) On recommendation of IRCTC vigilance following system improvement regarding loading and dispatch of finished goods from Railneer plant, Nangloi has been implemented:
  • (xxviii) During the course of CTE conducted on the tender of Raineer PET perform, some deficiencies were observed and the following system improvements have been implemented:-

To ensure transparency and healthy competitiveness in public procurements/ contracts, IRCTC has adopted Integrity Pact. Under mentioned Independent External monitors have been appointed in IRCTC with the approval of CVC:-

  • Shri Sudesh Kumar, IRSEE (Retd.)

The Whistle Blowers Policy, which was adopted by the organization in Oct, 2011, was further modified and put up on the website (www.irctc.com).