Presented By: Aditi Upadhyay (3) Hitesh Sethi (27) Sakshi Gupta (55)

INTRODUCTION
Indian Railway Catering and Tourism Corporation Ltd. (IRCTC) is a Public Sector Enterprise under Ministry of Railways, incorporated on 27th September 1999
Aim: to function as an extended arm to Indian Railways to implement, upgrade and professionalize the rail reservation system besides managing the catering, and hospitality services of Indian Railway.

 Vision: To be the leading provider of high quality travel, tourism and hospitality related services, for a range of customer segments, with consistently high level of customer satisfaction. Mission: Enhance customer services and facilitation in railway catering, hospitality, travel and tourism with best industry practices

 Organization Structure: Corporate Office of IRCTC is situated at New Delhi, which is headed by the Managing Director. Five Zonal Offices are working at Delhi , Kolkata, Mumbai, Chennai & Secunderabad. The Zonal Offices are assisted by ten Regional Offices

Financial Performance: During the year 2011-12, the Corporation achieved a total income of `554.11 Crore, as compared to ` 764.93 Crore in 2010-11.

Source: IRCTC Annual Report

Stakeholder

MAIN BUSINESS ACTIVITIES

Catering
Strategic tie ups Static Units New Rail Neer Plants Modular Stalls Cell Kitchens/Base Kitchens Food Plazas/Fast Food Units/Quick Service Food Kiosks Food Courts

 Tourism
Launching of a Luxury Tourist Train with pan India itineraries Further development of rail tour package business Strategic tie-ups for promoting tourism Comprehensive travel services to foreign tourists booking tickets on IRCTC website

Internet Ticketing
Modernization of IT infrastructure Setting up of disaster recovery site

INTERNET TICKETING
E-ticketing has been one of the biggest success stories of e-governance in India and has revolutionized the way the common man deals with the railway

 Almost 45-50% of total reserved tickets of Indian Railways are being booked through the IRCTC website https:www.irctc.co.in
The average booking per day has been increased from 3.67 lakh in 2012 to 4.15 lakh in May 2013

SERVICES
It pioneered internet-based rail ticket booking through its website, as well as from the mobile phones via GPRS or SMS Ticket cancellations can also be done online Tatkal booking starts at 10:00 AM daily, one day prior to the departure of the train from source station IRCTC also offers I-tickets The tickets PNR status is also made available IRCTC manages the enquiry services of Indian Railways known as Rail Sampark 139 on PPP basis.

 IRCTC launched a scheme called Rolling Deposit Scheme IRCTC has also launched a loyalty program called Shubh Yatra for frequent travellers

Commuters on the Mumbai Suburban Railway can also book season tickets through the IRCTC website
Added flights and hotels booking facilities to their line of online reservation services Recently, IRCTC launched a new shopping website (http://www.shop.irctc.co.in)

SOME FACTS
As of May 2013, the ticketing site of the IRCTC is able to handle about 1.2 lakh concurrent connections on web servers and can book about 2000 tickets per minute. Indian Railways plans to spend about 100 crore to strengthen the website to enable it for booking 7200 tickets per minute. CRIS, is involved in the upgrading of the IRCTC website. IRCTC's highest ever single day booking is 5.02 lakh etickets on 1 March 2013.

INTERNET TICKETING PROCESS

AWARDS CONFERRED ON IRCTC

Awarded the Mini Ratna Category-1 by Ministry of Railways, Govt. of India Won the ICICI Bank Retail Excellence Award in 2005 Won CSI-Nihilent E-Governance award for "Best EGovernance Project" in 2007 National award for E-Governance Best Citizen Centric application for the year 2007-08

 National Award for E-Governance, 2007-08 jointly by Department of IT, Govt. of India and Govt. of Haryana.
National Tourism Award for Railtourismindia.com in Feb 2008. Travel Portal

EMPI Indian Express IT Innovation Award for excellent work in Citizen Centric Services 2008 - 2009. CNBC Awaaz Special Commendation for redefining Indian Railways Award 2009

IRCTC Web Portal

The new look !

Research Methodology
Primary research
Sample size: 100 Sampling Technique: Convenience sampling Data collection: Questionnaire https://docs.google.com/forms/d/17_t4O7SQwvUrM6e2yIjGN2qyiER8FhDDus--nHgrB8/viewform

Secondary research
Research paper on the services offered by IRCTC. http://www.managementparadise.com/forums/publishupload-project-download-reference-project/174236-irctcservices-analysis.html

GAP Analysis
90% of the respondents quoted During peak hours (tatkal) it is almost impossible to login and book ticket. Even if you succeed in logging, booking the ticket is a challenge in itself.
The number of concurrent sessions should be increased and the session should be killed if the user is inactive for more than a minute, this way the performance of the website will improve.

GAP Analysis
65% of the respondents quoted The system asks to login for checking the availability of seats.
This can be removed. Though this can be checked on indianrail.gov.in but the number of pop up ads make the user to go to other travel sites like yatra.com or makemytrip.com to check the availability of seats.

GAP Analysis
53% of the respondents quoted Most of the users are not confident to book tickets online.
IRCTC needs to educate the user about the security involved (the monetary transactions are safe and the personal information is not shared with anyone).

GAP Analysis
47% of the respondents quoted There are too many payment options which confuses them.
The system can give the user a choice to select a default payment method and if that fails any time then the user can select the other options.

GAP Analysis
Technical Problems 35% of the respondents quoted that they fail to login due to some technical issues most of the time. 67% of the respondents quoted that due to slow response rate, at times their transaction does not succeed. Money gets debited from the account but the ticket is not booked.
The number of threads should be increased so that the server can handle huge volumes of traffic.

Gap Analysis
Few users book multiple tickets in the same name on the same train.
There should be a system check to ensure such things dont happen.

THANK YOU