IRCTC site analysis

A Document by: Vishakha Chopra and Abhishek Kumar

12/5/2012

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Table of Contents
Executive summary .....................................................................................................................................................................2 Background .................................................................................................................................................................................3 IRCTC website online can be used for: ...................................................................................................................................4 Site Analysis: ...............................................................................................................................................................................5 As a customer- Ticket Booking ................................................................................................................................................5 IRCTC.......................................................................................................................................................................................5 TRADITIONAL METHOD ......................................................................................................................................................5 Comparison on various parameters ........................................................................................................................................... 6 Irctc Mobile application ............................................................................................................................................................. 9 Advantages of IRCTC over Traditional Methods ...................................................................................................................... 10 Disadvantages of IRCTC over traditional methods: ................................................................................................................. 12 Cost Analysis ............................................................................................................................................................................... 7 SWOT Analysis12 Conclusions/ recommendations ............................................................................................................................................... 14

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Executive summary
Indian Railway Catering and Tourism Corporation is a subsidiary of the Indian Railways that handles the catering, tourism and online ticketing operations of the railways. This document deals with the Government to citizen service, IRCTC , and compares the various factors like price, ease of access, comfort and payment options of the website and traditional options. The step by step procedures of the process are enlisted, which gives a clear understanding of methods. The analysis is thorough and extensive exploring all parameters of both the methods and reaching a clear conclusion The document then explores the possible recommendations for the website, and also offers a holistic view on whether the site is the most convenient option for booking railway tickets. The research methodology used was the experience of booking tickets through irctc and having used almost all of its services at one point or the other and also having booked tickets conventionally. The literature incorporated in the document is mostly self-written with an exception of certain procedure that were available on the official website. IRCTC official website is http://www.irctc.co.in

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Background
IRCTC online website : http://www.irctc.co.in has created revolution in online ticket reservation It is officially authorized for online ticket booking of railways in India. It is Government of India Enterprise. These days, IRCTC has also launched flight booking and hotel booking options. It has bagged many awards like National Tourism Award of Excellence, Web Genius Award 2007, National Award for E-governance. As soon as IRCTC official website is launched, it became the fastest e-commerce website. It offers efficient and easy rail ticket booking online. It offers variety of payment options like paying via atm cards, credit cards, debit cards, cash cards, netbanking, neft, etc. It also facilitates customer support helpline and mobile booking. The ticket booked online is called as E-ticket. The ticket booked online but its print is delivered at your home is called ITicket. IRCTC website can be used to book any type of e-ticket of rails in India including Tatkal tickets. During the tatkal ticketing time i.e. around 8 am IST, often the website goes very slow due to heavy load on it. Despite online rail reservation and catering services, IRCTC also earns through advertisement displayed on its website. Each year, a tender is officially issued by it for potentially interested advertisers. Commuters on Mumbai's suburban railway can also book season tickets through the IRCTC website.It also offers schemes like Subh Yatra where you pay a sum of money upfront to enjoy discount around entire year if youre a frequent traveler. It also handles special tourism and traveling routes and packages. IRCTC has also launched flights and hotels booking facilities which added to their line of online reservation services. Seeking to make it easier to book e-tickets, IRCTC has decided to launch a scheme called Rolling Deposit Scheme (RDS) a hassle-free e-ticket booking scheme allowing passengers to reserve seats against advance money kept with the corporation.

4|Page IRCTC also organizes budget and deluxe package tours for domestic and foreign tourists. A popular tourism package for budget tourists covering important tourist destination across India is Bharat Darshan. Luxury tourism packages are also available, that involve special luxury trains such as: Palace on Wheels Royal Orient Express Golden Chariot Deccan Odyssey Royal Rajasthan on Wheels Buddhist Circuit Train and IRCTC is a partner in the Maharajas Express operation.

Apart from conventional tourism, IRCTC also offers adventure tourism packages that include water sports, adventure and wildlife treks, etc. A provision for customizing tours as per specific requirements is also an added attraction. IRCTC's highest ever per day booking is 4.96 lakh e-tickets on 13 July 2012. IRCTC is currently using 58 iridium servers and 10 more servers to be added soon to cater the heavy traffic in peak hours.

IRCTC website online can be used for:

Online Railway Reservation, E-ticket booking. Ticket cancellation Indian Railway Seat Availability, berth availability. Checking PNR status. Tatkal tickets booking. Flights booking. Latest updates, announcements and changes in railways operation. For being an agent to earn commission to book rail tickets. For advertisement purposes.

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Site Analysis:
As a customer- Ticket Booking IRCTC
1. Sign up on the Irctc website (one time). 2. Login 3. Plan your travel 4. See complete list of trains 5. Select the most suitable train 6. Availability chart is displayed, choose the train class 7. Fill in passenger details 8. Confirm and pay by the method most suitable to you 9. Get the e ticket. You may or may not get a print out. SMS will be sent on mobile phone.

TRADITIONAL METHOD
1. Go to the nearest railway station within the stipulated office time. 2. Wait in queue for turn 3. Approach for a ticket 4. Pay the sum and obtain ticket

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Comparison Analysis
IRCTC Integration of services Transportation Timings Cost Convenience Payment methods Waiting Time Railways, Flights and Hotels and Tourist trains Not required Available 24x7 (except 11:30 pm to 12:30 am) Higher booking charges Most convenient An array of payment methods: net banking, credit cards, debit cards, funds transfer and cash on delivery May be high if network or site is slow Integrated Information provision. Rules, regulations and guidelines provided Regular alerts and updates Easily accessible Traditional Methods Have separate procedures for all services Transportation Costs may be high Has specific office timings which differ according to service and location Higher transport charges Highly inconvenient Most of the cases, only cash accepted Long queues and excessive waiting time Information availability is low

Information provision

Updates Past records

Difficult to be appraised of updates Not accessible

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Cost Analysis
Irctc Ticket Booking Ticket Cancelling Transportation Cost Shub Yatra Flight Tickets Tatkal Booking SBI yatra card Rs 20 per transaction Rs20 to Rs 70 per passenger Nil Cost Benefits Rs 10 to Rs 103, Free in case of sbi rail yatra card Rs 100 per transaction Free bookings Traditional Methods Nil Rs 20 per passenger Depends on Distance Not applicable Much higher as per site Rs 100 per transaction Not applicable

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www.air.irctc.co.in
Irctc flight booking service is a great service as compared to other services, as it is a government supported service and takes minimal commission providing the right information, without any manipulation of prices The traditional method of booking flights by going to the airport is obsolete. Irctc helps book flight tickets in the following manner: 1. Plan your travel by entering travel details in the form as shown and click on search 2. Select your Flight thats best suits your needs 3. Review your flight and login 4. Enter details 5. Book flight

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Irctc Mobile application

In a move to offer better services to its customers, IRCTC introduced its IRCTC mobile software using which customers can book their tickets using their mobiles. They can also avail other services offered on the IRCTC website including PNR status check, check seat availability, check the fare for a journey and other such information services. The service is being used by a number of customers across India because of the numerous advantages it has. Some of the benefits that IRCTC mobile application offers for its customers include:

Convenience: It is not required to switch on your computer log on the IRCTC website and book the ticket nor do you have to stand in long queues at the railway station in order to have your ticket booked. It is much easier to book your ticket or make an enquiry while you are doing anything. Doorstep delivery: No need of worrying how to take the print out of the ticket that you book via your cell phone. Tickets booked via the IRCTC mobile application are delivered at your door step within three working days after booking the tickets. Even though you can show your ticket on your cell phone along with a valid photo identity proof, the doorstep delivery service is something that IRCTC introduced to offer better services to its customers Easy to use: The interface of the IRCTC mobile application is much like that of the IRCTC website. Even if you have not used the website, you would find the application easy to use because of its clearly laid out, user friendly and simple interface. Secure payment gateway: IRCTC mobile application is integrated with the secure payment gateway with the latest method of encryption; hence all the details you enter cannot reach anyone else. Versatility: Most apps require a smart phone for functioning. Smart phones are a costly product and are not affordable for a large portion of the countys population. This would have restricted the use of the application; however IRCTC has designed the software in such a way that it can be used on any Java and GPRS enabled handset as well as on various smart phones with different platforms including Symbian, Windows, iOS and Android. Payment options: You can make the payment for your tickets using your credit card, debit card or a payment card, whichever is more convenient for you.

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Advantages of IRCTC over Traditional Methods

1. 2. 3. 4. 5. Irctc allows the users to sit at home or any convenient place and book tickets The hassle of queues in no longer an impeding factor Covers transport by both rail and air There is a page that allows you to see all your last transactions Cancellation of tickets is instant and hassle free, the money is refunded to the bank account in 3 to 4 working days. No need of going to the railways station. The passenger can choose preference of seat, which is not entertained in traditional booking methods Easy to edit and cancel the ticket with secure money back. In case of not-confirmed (waiting list tickets) after chart generating, the money will be return to the account holder's bank account automatically.ba Special train services cannot be accessed through any other site or by any other method Irctc flight booking service is a great service as compared to other services, as it is a government supported service and takes minimal commission providing the right information, without any manipulation of prices A complete site for ticket booking as well as matters related to ticket booking. Tickets can be booked for tatkal as well as non tatkal schemes.

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11 | P a g e 13. 14. 15. 16. 17. 18. Ticket delivery either electronic or by post/courier Customer based offers available. Offers even available for Mumbai suburban trains Great Offers for frequent travelers like SBI rail yatra card and shubh yatra scheme No agent required Collaboration with various banks, providing offers for their specific account holders Gives information such as pnr/ticket cancelled status/train running information and all other information about railway rules regulations, and other information to make the passengers travel comfortable. Meal can also be booked on this versatile site and the choice of meal can also be done. Seasonal passes and tickets for local train users also available Have train bookings for specified trains like palace on wheels/deccan odyssey/golden chariot etc thus increasing tourism.

19. 20. 21.

22. 23. 24. 25.

Alerts and updates constantly provide in the alerts section. Agents may create their own accounts and become government recognized agents for ticket booking Hotels may get themselves listed TDR may be filed online for return of funds.

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Disadvantages of IRCTC over traditional methods:

1. Only accessible to a very few educated strata of society. 2. Very slow servers at peak time 3. Site is unreliable, and payment procedures get stuck a lot of times. 4. Cancellation amount takes a lot of time to be refunded in account 5. The website design is not classy and seems very poorly designed 6. The login cycles are very short. 7. Pressing back or refresh, makes the customer repeat the procedure all over again 8. The site is ineffective from 11:30 pm to 12:30 am 9. Too many advertisements and pop ups: user may get confounded and lose track of pages 10. Subsidiary websites like Indian rail tourism are mostly under construction 11. Chart once prepared is not updated on the site 12. Long wait to check fare and availability, if pressed together 13. Not very user friendly in terms of ease of access. 14. Information not available without creating account on website

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STRENGTHS WEAKNESSES OPPURTUNITIES THREATS

1. Subsidiary of Ministry of Railways 2. Full back up by the Govt. 3. Has diversified into many other sectors like flights, cabs, special trains 4. Largest e-commerce website 5. Monopoly in Rail tour packages & Rail ticketing 6. Concession on booking of charters. 7. Has full information on guidelines, procedures, ticketing and other railway information 8. Cheapest, yet best in Spiritual Tour Package Segment 9. Unique products and special Express Trains 10. LTC approved Packages

1. Lack of style in website design 2. Poor Promotional activities & public relation 3. Slow processes 4. Delays due to heavy traffic 5. Non availability of tickets due less trains 6. Non-existence of full fledge Marketing 7. Non pro-active behavior 8. Poor customer support services 9. very short login cycles 10. Too many links to access information 11. Promotions and offers not very clear

1. Buoyancy in the Tourism Sector. 2. Increase in Individual disposable income 3. Road Transport Packages 4. Booming Hotels & Resorts Industry 5. . Strategic Tie-ups for better & improved performance with information sites and other travel sites 7. International promotion like eurail. 8. Tie-ups with leading institutions & organizations for educational tours & other tours at National & International platform. 9. Booming Medical Tourism 10. Express train services 11. DMRC cards issue

1. Leading web portals like Make My Trip, Cox & Kings, Clear trip, Thomas cook, Yatra etc. 2. Economic Downturn ward or upturn towards flights

3. . Withdrawal of parental support from the Ministry of Railways, Govt. of India 4. Low fare Airlines 5. Private Small Tour operators 6. Increasing Inflation rate

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Conclusions/ recommendations
1. The irctc website is a great initiative started by the government, and it has become one of the most accessed website in the country. It provides hassle free ticket booking as most customers do not want to go to railway stations every time they wish to book a ticket. And most importantly, it is a very versatile website today 2. The government has even introduced various schemes to make the website even more lucrative specially to frequent travelers. The website is both informative and easy to maneuver around. Any citizen can easily make an account and access all facilities provided. 3. Though there are numerous benefits, the website still lacks finesse, like most government to citizen sites. It works slow most of the times, the booking time is very high and tatkal tickets are almost impossible to book. The site has various tributary sites, that are still under construction like www.railtourismindia.com , but at the moment, these are largely unaccessible and the tourism industry is not benefitting from the website 4. The flight booking system started by irctc, is a great venture, and now it has made irctc a platform for domestic travel book by any means. This has added a lot of value to the website 5. There is a lot of potential to tap foreign tourism through making this site global, and making it easy and interesting for tourists to access its feature. 6. By and large the government is still working to improve the site greatly and the old features are also being revamped as new features are continuously added. Even as of today, IRCTC is the most viewed site, but the future potential of the site is to an even larger extent. With the continuous improvement and addition of servers and technology, it may be the best and most useful website exiting in the country soon.

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References
www.irctc.co.in www.indianrailgov.co.in www.railtourismindia.co.im www.air.irctc.co.in