Indian Railway Catering & Tourism Corporation Ltd Directors Report.

Dear Shareholders,

The Directors feel proud and privileged to present the 22nd Annual Report on the operations and results of your Company together with the audited financial statements, Auditors Report and review of financial statements by the Comptroller and Auditor General of India (C&AG) for the financial year ended 31st March, 2021. The detailed financial and operational performance of the Company is produced in the report.

FINANCIAL PERFORMANCE

The key highlights of the financial performance of the Company during F.Y.2020-21 along with the corresponding performance in F.Y.2019-20 are mentioned below:

(Rs. in Crores)

Particulars F.Y. 2020-21 F.Y. 2019-20 % age Increase/ (Decrease)
Revenue from Operations 783.05 2264.31 (65.42)
Total Income 868.69 2342.41 (62.91)
EBITDA (Profit Before Exceptional Items, Finance Cost, Tax, Depreciation & Amortisation) 275.93 778.44 (64.55)
Depreciation 46.28 40.21 15.10
Profit Before Tax & Exceptional Items 221.49 728.47 (69.60)
Profit before tax 260.89 729.58 (64.24)
Provision for Tax 70.99 216.48 (67.21)
Profit after tax 189.90 513.11 (62.99)
Interim Dividend - 160 (100.00)
Final Dividend (including interim Dividend) 80 200 (60.00)
Dividend Distribution Tax - 32.89 (100.00)
General Reserve 35 35 -
Reserves & Surplus 1306.95 1153.82 13.27
Net Worth 1466.95 1313.82 11.66
Earnings Per Share (Rs.) 11.87 32.07 (62.99)

DISINVESTMENT THROUGH OFFER FOR SALE (OFS)

During FY2021, the Department of Investment and Public Asset Management (DIPAM), Ministry of Finance, issued directives for disinvestment of upto 20% of paid up equity capital in the Company through "Offer for Sale (OFS) of shares by Promoters through stock exchanges" method. The OFS of your Company closed with strong interest from retail investors and was subscribed 109.84%.

In addition to the above, Employee OFS was also announced for disinvestment of 16,00,000 equity shares of face value of RS. 10 each to the eligible employees of the Company at a price of RS. 1377.55 per equity share. Through aforesaid transactions, the Ministry of Railways, being the Promoter, disinvested 3,20,05,566 equity shares, diluting 20.003% of its stake in the Company.

The proceeds of OFS amounting to RS. 4,474.38 crore were deposited with DIPAM, the Ministry of Finance, Government of India.

As a result of the aforesaid offer for sale, the President of Indias holding in IRCTC has been reduced to 67.40 % against 87.40% of the paid up equity share capital of the Company and the Company became compliant on Minimum Public Shareholding (MPS) requirement of the Securities Contracts (Regulation) Rules, 1957.

CAPITAL STRUCTURE

During FY2021, the authorised share capital of the Company and the paid-up share capital remained unchanged as RS. 250 crore comprising 25 crore equity shares of RS. 10/- each and RS. 160 crore comprising 16 crore equity shares of RS. 10/- each respectively. Subsequent to the OFS, as mentioned above, the President of India (Government of India), through the Ministry of Railways, held 10,78,34,434 equity shares i.e. 67.40% of the paid up equity share capital of the Company, as on 31st March, 2021.

The details of dematerialisation of shares, Demat Suspense Account / Unclaimed Suspense Account are provided in the Corporate Governance Report, as annexed to this report.

DIVIDEND

As per the guidelines issued by the Department of Investment and Public Asset Management (DIPAM), the minimum dividend to be paid for the year should be at least 5% of net worth or 30% of profit after tax, whichever is higher.

Your Company has a consistent track record of paying dividend and accordingly, the Board of Directors has recommended, a final dividend of RS. 5 per equity share (i.e. 50% on the paid-up equity share capital of RS. 160 crore) amounting to RS. 80 crore, out of profit for the year 2020-21, subject to approval of the shareholders in the AGM. The proposed final dividend works out to be 42.12 % of the post-tax profits for 2020-21 and 5.45% of net-worth as at 31st March, 2021.

In view of the above and in pursuance to the requirements of Regulation 43A of the Securities and Exchange Board of India (Listing Obligations and Disclosure Requirements) Regulations, 2015 ("LODR"), your Company has formulated a Dividend Distribution Policy. The Policy is given at Annexure-"E" to this Report and is available on the Companys website with web link https://www.irctc.com/assets/images/IRCTC_DIVIDEND%20 DISTRIBUTION%20POLICY-_31.07.2019.pdf

TRANSFER TO RESERVES

During 2020-21, the Company transferred RS. 35.00 crore to General reserves.

COMPANYS CONTRIBUTION BY WAY OF REVENUE SHARE TO MINISTRY OF RAILWAYS

The Company also contributes by way of revenue share to Ministry of Railways (MoR) and the total share of such contribution was RS. 155.83 crore during the year as against RS. 413.56 crore during the previous year. Contribution of revenue share to MoR comprises of Haulage Charges, Concession fee, License fee, User Charges and Dividend.

IMPACT OF COVID-19 ON IRCTC; COMBATING THE CHALLENGES

Covid-19 forced people to remain protected inside their houses due to various phases of the lockdowns imposed by the Government during the last one year. Even though some relaxations were given but due to the severe second wave, which proved more fatal, the growth of the F&B industry was affected nationwide.

The pandemic affected the travel and tourism segment the most with complete shutdown in place for hotels, restaurants, malls, cinema halls, educational institutions etc. Trains, flights and road transport was also hit.

Rail travel came to a complete halt and wherever skeletal services were available, the occupancy levels have not been encouraging. Even though the Government has deployed numerous medical and social standards to make Rail travel safer e.g. following norms of social distancing, use of Personal

Protective Equipments, mandatory signing into the Arogya setu app, temperature screening, upgrading the cleaning and hygiene standards of trains and stations to the clinical level, widespread availability of sanitizers, training of staff, increasing awareness among travellers, however, anxiety among passengers persisted.

People are avoiding/postponing even the most essential travel, leaving aside lesser or non-essential travel for leisure, pilgrimage etc. The pandemic has made passengers conscious of buying eatables from outside, especially during the journey.

This unprecedented scenario posed serious challenges for IRCTCs operations as almost all businesses of the catering vertical are directly dependent on train operations. The Company, however, made all possible efforts to adhere to stringent safety norms. The segment-wise details are mentioned below:

Catering

Adhering to its continuous endeavour to provide quality, safe, value for money and hygienic food to passengers, IRCTC kept pace with phase-wise lifting of the lockdown to fulfil the catering and hospitality needs of passengers off-board through its bouquet of catering and hospitality services available at various railway stations. IRCTC gradually opened its eateries such as Jan Aahars Refreshment Rooms, Cell Kitchens, Food Plazas & Fast Food Units, in a phased manner, strictly following SOPs as prescribed by the Ministry of Health and Family Welfare (MoHFW) from time to time, by not allowing cooked meals to be served in the outlets. The Company also ensured that the units were operational with only limited saleable items like Packaged Drinking Water (PDW), Ready to Eat (RTE), PAD (Proprietary Article Depot), Tea/Coffee and take away only with no sitting arrangements in place.

The Company also ensured several facilities for passengers like invoices and promoting cashless payments - POS and e-payment applications, installing QR codes on food packets for traceability and affixing metallic menu plates in catering units as an effort to make passengers aware.

Tourism

The severe situation had stalled travel plans for the majority of the people around the world but it is expected that hotel bookings will see a recovery after September 2021. Thus, it is imperative for us to be prepared before the business starts to ramp up and use this interim period as an opportunity to overhaul their legacy systems. The main focus of the Company is going to be, ‘Regaining Confidence of Customers and ‘Reviewing the offerings through the following measures:

To make a new normalcy in the 3rd and 4th Quarter of FY2021-22, IRCTC initialised the launch and operation of various tourism products keeping the guidelines and safety of passengers in mind.

The Standard Operating Procedure (SoP) on preventive measures with main features like safety kits (sanitisers,

nd gloves, surgical masks, etc.) was made available. The Catering Supervisors were authorised to check food hygiene and cleanliness. Thermal screening and sanitisation of passengers and their luggage, etc. has been prepared based on the guidelines of the MHA & the MHFW for tourist trains/ tours to contain the spread of Covid-19 and issued to all concerned to restart operations of tourist trains and other tour packages.

To attract domestic clientele for luxury trains and the Buddhist circuit train, IRCTC launched various Promo Offers targeting and wooing domestic clientele and International clientele to encourage in-bound tourists as well as domestic tourists.

For safety, hygiene and cleanliness of passengers in tour packages and tourist trains, IRCTC imparted training to all its staff and officers.

IRCTC is rebranding itself with safety travel measures and following a new tagline – ‘Travel Redefined, A New Normal where IRCTC explains the safety measures being taken into consideration for it passengers/ customers.

More competitive packages at reduced cost are in the pipeline, due to non- involvement of third party in formation of popular packages with direct tie-ups with hotels and transporters.

Internet Ticketing

Ticket bookings during the year was low due to the lockdown condition imposed in the country on public movement. During the 1st half of FY2021, ticketing was dropped to an average of 1.60 tickets per day against 8.50 lakh tickets per day booked during the same period of FY2020. However, ticket booking gradually increased to an average of 4.80 lakh tickets per day by end of FY2021 against 8.25 lakh tickets booked per day in FY2020. This drastic dip in ticketing was due to the travel restrictions as well as the suspension of passenger train operations by Indian Railways.

One of the major challenges faced by the Internet Ticketing segment included the timely refunds to customers. The process of refund involves coordination with the Indian Railways, banks, payment aggregators and Principal Service Providers (PSPs) of various Retail Service Providers/ RSPs (Agents) of B2B /Internet Caf Schemes and through the B2C scheme. The Company took all possible initiatives and ensured that supply chain continuity was maintained by overseeing that the payments due to the vendors and collection of various charges from service providers of e-ticketing and payment providers are executed successfully through the work-from-home mode. The Company processed procurement orders for laptops and Team Viewer licences for smooth functioning of the Work from Home (WFH) mode of working during the complete lockdown period and extended the AMCs for IT Centre Infrastructure, SMS service, etc. to ensure successful continuity of its Internet Ticketing services.

Rail Neer

The Covid-19 pandemic has impacted Rail Neer operations of the Company as well. Rail Neer is exclusively sold in trains and stalls on railway stations. Due to suspension/ termination of trains and stall services at stations, Rail Neer production and sale was affected severely, resulting in a drop of production and reduction in the sale of Rail Neer bottles compared to last year.

However, with restrictions being relaxed, the Company has taken initiatives to increase the production and sale of Rail Neer bottles and has also resumed the work of ongoing Rail Neer plants.

ON THE MOVE: IRCTCS CONTRIBUTION TO THE NATION DURING COVID -19

The world is currently battling the unprecedented effects of Covid-19. With the UN claiming it to be a humanitarian crisis, it has put our social fabric and cohesion under tremendous stress. In the face of this fatal virus, economies worldwide have come to a standstill, making travel restrictions and social distancing policies the new normal.

In spite of the lockdown, the Company not only kept its kitchens open across India, but also prepared and served community meals to the poor and needy as part of its service to the nation.

The community meals were prepared at the catering units of IRCTC during the period of first nationwide lockdown from March 30, 2020 to May 2, 2020. The Company supplied around 21 lakh community meals and 1.2 lakh Rail Neer bottles to stranded people, daily wage labours, homeless people, destitutes, the needy and the poor across India under CSR. Your Company also contributed RS. 6.5 crore to PM CARES Fund out of the CSR Budget of FY2020-21

In addition, IRCTC supplied around 1.74 crore meals in 4184 Shramik Special trains.

SOCIAL MEDIA PRESENCE OF IRCTC

The years 2020 and 2021 presented unprecedented challenges to the tourism and hospitality industry as the Covid-19 pandemic necessitated travel restrictions at the national and international levels. Being one of the leading travel and tourism companies in India, IRCTC rose to the occasion and battled the crisis by staying connected with the massive audience base through popular social media platforms by offering assistance to its customers and redressing their grievances. This not only helped in establishing a strong brand presence across social channels like Facebook, Instagram, Twitter and LinkedIn among others but also offered an opportunity to keep the audience informed about safety protocols and travel guidelines during the pandemic.

During 2020-21, IRCTC received a total of 1,80,833 mentions across the internet out of whicRs. 1,61,432 were only from social media platforms and the rest 19,401 were from other sources such as news websites, online forums etc. As a brand, IRCTC has managed to engage with the users on social media and received a great response with the people interacting with IRCTC posts as many as 18,54,907 times in 2020-21. IRCTC also received a total of 57441 positive mentions across various social networks.

In 2021, IRCTC offered its users two more ways to connect by joining two new social media platforms namely Koo and Telegram. Although IRCTCs Koo profile was created as recently as February 2021, it has already become a verified account with over 30,000 followers. IRCTCs Telegram account was opened in January 2021 and currently, over 2,000 followers have subscribed to the channel.

Compared to the previous year, IRCTC witnessed a massive exponential growth in the follower base of its official social media handle, including posts for IRCTC officials, IRCTC Air and IRCTC Tourism. In social media platforms, ‘YouTube saw the biggest jump witRs. 223% subscribers, followed by Instagram with a 128% increase in its followers. Its follower base on Twitter increased by 125%, followed by 1.68% growth on Facebook.

The social media platforms of Maharajas Express saw an increase in followers on Instagram by 45%, followed by Twitter, which increased by 12.12%. IRCTCs e-Catering social media channels also saw an increase in their fan base with Instagram leading with a massive 97% growth, Twitter 49.4%, while Facebook had a slight decline of 2.92%. The Buddhist Circuit Tourist Trains account performed quite well on Instagram and it noted an increase of 76% in its following.

The newly launched Golden Chariot Trains social media presence noted a massive growth in traffic with Twitter leading at a 382% increase in follower base. Instagrams traffic surged with an impressive 300% increase in its follower base. While Facebook observed a mild decline of 0.93%, the Golden Chariot Trains website saw a tremendous traffic increase of 411.97%.

On the other hand, website traffic on the Maharajas Express, IRCTC E-Catering, Buddhist Circuit Tourist Train, IRCTC Air and IRCTC Tourism has recorded a decline due to domestic & worldwide travel restrictions during the pandemic.

Implementation of Search Engine Optimization (SEO) strategies helped improve the traffic and rankings across all IRCTC products from time to time. Such strategies will be executed more aggressively in future to synchronise with the ever-changing algorithm of leading search engines and channels for better reach and the ranking of IRCTC products as a brand.

INTEGRAL REPORTS

The following reports as reproduced in the table below with relevant sub-appendices form an integral part of this Directors Report, and have been placed with their Annexures respectively:

Name of the Report Annexure
Management Discussion and Analysis Report "A"
Report on Corporate Governance "B"
Annual Report on CSR and Sustainability Activities "C"
Business Responsibility Report "D"
Dividend Distribution Policy "E"
Secretarial Auditor Report "F"
Addendum to Director Report "G"
Management replies to remarks contained in the Independent Auditors Report Form AOC - 2 "H"

The Management Discussion and Analysis Report provides an overview of the affairs of the Company, its legal status and autonomy, business environment, mission & objectives, sectoral and segment-wise operational performance, strengths, opportunities, constraints, strategy and risks and concerns, as well as human resource and internal control systems [Annexure – "A"].

The Report on Corporate Governance highlights the philosophy of Corporate Governance and Key Values of the Company, composition of its Board of Directors and its Committees, their details including profile of directors who joined the Board during 2020-21 and thereafter, attendance and remuneration of directors etc., other relevant disclosures and general information for shareholders [Annexure – "B"]. It is supplemented by the following compliance certificates:

i. Certificate signed by the Chairman & Managing Director affirming receipt of compliance with the Code of Conduct and Key Values from all Board members and Senior Management personnel during the year 2020-21 (placed at Appendix – "B1");

ii. Certificate from Chairman & Managing Director and Director Finance (CFO) with respect to the truth and fairness of the Financial Statements, due compliances, and financial reporting (placed at Appendix – "B2");

iii. Certificate of compliance of Corporate Governance provisions signed by a practising company secretary (placed at Appendix – "B3");

iv. Certificate by Company Secretary regarding non-disqualification of directors of the Company (placed at Appendix-"B4").

The Annual Report on CSR and Sustainability Activities provides a brief outline of the companys CSR Vision Document, the composition of the CSR Committee, the average net profit of the Company for the last three financial years, prescribed CSR expenditure, and details of CSR spent on the activities / projects undertaken during the financial year etc. [Annexure – "C"].

Business Responsibility Report

As per Regulation 34 (2) (f) of SEBI (LODR), 2015, the top one thousand listed entities based on market capitalisation (calculated as on March 31 of every financial year) shall include in its Annual Report a Business Responsibility Report describing the initiatives taken by them from an environmental, social and governance perspective, in the format as specified by the SEBI from time to time. Considering the fact that the Company, as on 31st March 2021, is amongst the top 200 listed entities as per the criteria, the Business Responsibility Report is prepared and annexed to this report as Annexure - "D".

Dividend Distribution Policy

As per Regulation 43A of SEBI (LODR), 2015, the top one thousand listed entities based on market capitalisation (calculated as on March 31 of every financial year) shall formulate a dividend distribution policy which shall be disclosed in their annual reports and on their websites. Considering the fact that the Company, as of 31st March 2021, is amongst the top 200 listed entities as per the criteria, the Board of Directors of the Company has formulated and adopted the Dividend Distribution Policy.

The Dividend Distribution Policy is annexed to this report as Annexure – "E" and is also available on the Companys website with web link https://www.irctc.com/assets/images/IRCTC_ DIVIDEND%20DISTRIBUTION%20POLICY-_31.07.2019.pdf

Secretarial Audit Report

Pursuant to Section 204 of the Companies Act, 2013 read with Companies (Appointment and Remuneration of Managerial Personnel) Rules, 2014, IRCTC has appointed M/s Amit Agrawal, Company Secretaries, an independent practicing firm of Company Secretaries to conduct Secretarial Audit for the financial year 2020-21. The Secretarial Audit Report for the financial year ended March 31, 2021 is annexed as to this Report [Annexure –"F"].

Addendum to Directors Report - Management replies to comments of Independent Auditors report

The replies of the management to the remarks/emphasis of matter made by the Independent Auditor in his report on the financial statements for the year 2020-21 are placed as Annexure-"G".

The Form AOC - 2 prescribed under clause (h) of sub-section (3) of section 134 of Companies Act and Rule (8) of Companies (Accounts) Rule is enclosed as Annexure -"H".

OPERATIONAL PERFORMANCE

The segment wise operational performance of the Company during 2020-21 is detailed below: a. Catering & Hospitality; b. Travel &Tourism; c. Internet Ticketing; d. Packaged Drinking Water (Rail Neer).

CATERING & HOSPITALITY:

The Catering and Hospitality segment of IRCTC is segregated as produced below:

Mobile Catering

Mobile Catering refers to segment of Onboard Catering Services for passengers travelling onboard a train. Mobile Catering can be through a pantry car (with on-board reheating facility) attached to the train or through Train Side Vending in trains which do not have pantry cars. The food for such trains is picked up from strategic locations and is served to the passengers.

Due to the Covid-19 pandemic, operations of regular Rajdhanis, Tejas, Gatiman, Vande Bharat, Shatabdis, Durontos, and Mail/ Express trains were under suspension during the year 2020-21. Since May 2020, IRCTC has been managing Onboard Catering Services of Special Trains being operated by the Railways for facilitating movement of passengers, by providing RTE meals and Proprietary Articles Depot (PAD) items, as per directions of the Railway Board.

As on 31.03.2021, IRCTC provided Onboard Catering Services in 490 Special Trains, out of which catering services in 243 trains were provided through the pantry cars.

Train-Side Vending

A large number of trains do not have pantry cars attached to them. To arrange for on-board catering services on such trains, IRCTC appoints a Licensee for operation of Train-Side Vending (TSV), who arrange for food services. In view of the pandemic situation and as trains are operated at short notice, contracts are being done on an end-to-end basis, for service of RTE meals and PAD items, as per Railway Boards directions. Almost 247 trains were provided Onboard Catering Services through Train-Side Vending on an end-to-end basis.

Ready to Eat Meals

As per Railway Boards guidelines, only Ready to Eat (RTE) meals and PAD items are currently being served in trains, through the Pantry Cars or Train-Side Vending contracts. This has improved standardisation and variety in Onboard Catering Services and has also helped reduce the grievances with regard to quality and hygiene.

The RTE food is pre-cleaned, pre-cooked, mostly packaged and ready for consumption without prior preparation or cooking. As per the requirement of RTE, food should be in an edible form without an additional preparation step to achieve food safety.

Pantry car design and development

IRCTC has been mandated for re-designing, modification and maintenance of the pantry cars. IRCTC has submitted the design and layout of pantry car to the Railway Board & RCF, keeping in view the service of RTE food duly incorporating the suitable changes along with provision of a point of sale inside pantry car.

Indicative list of items that can be sold through point of sale in Pantry Cars include:

RTE food/PAD items - Chocolates, aerated and milk and fruit-based drinks, local delicacies, baby food and other PAD articles

Stationary, for example colour books, pens, note pads etc.

Travel essentials like locks, chains key-rings, raincoats and umbrellas etc.

Over-the-counter medicines and self-hygiene products - basic medicines, soaps and sanitizers, masks, face shield etc

Gifts, crafts and memorabilia. Books and magazines. Mobile & other electronic essentials.

Table games like board games, card games, jigsaw puzzles etc.

Grooming kit - like shaving kits, sanitary kits, sanitary napkins etc.

Take away travelling kit.

Printing solutions - small printer can be provided for printing documents.

IRCTC may designate a few of above categories as essential items (that must be made available on-board for sale) by appointed service provider and other categories may be designated as optional and may be made available by the service provider as per demand.

Base Kitchens

Vide Catering Policy 2017, mandate was given to IRCTC for setting up of modern Base Kitchens for production of hygienic meals that will be transferred to trains. In view of this, 55 locations were identified for setting up Base Kitchens/ Kitchen Units. So far, a total of 46 Base Kitchen/Kitchen units have been upgraded, enabled with CCTV cameras and QR code facility with an aim to provide quality meals to the passengers on trains.

However, as per instructions of the Railway Board, due to the Covid-19 pandemic, service of cooked meal to the trains has been stopped. In place of cooked food, the Railway Board has advised IRCTC to provide RTE meals. Further, due to the pandemic, Ministry of Railways in August 2020, has advised IRCTC to put on hold the activities related to development/ setting up/upgradation of base kitchen units till further advice.

Quality Control

To ensure the service of standardized quality of meals for passengers, IRCTC has set the following system in place.

Regular & Surprise Inspections: Surprise Inspections are carried out in trains and static units of IRCTC by Executive & above level officers of IRCTCs Zones and designated Railways officers. Compulsory remedial procedures are followed to root out the deficiencies noticed during these inspections.

Food Sampling: It is a process to ascertain that food is safe for consumption and does not contain any harmful contaminants. The food is subjected to physical analysis and chemical analysis. It is done to ensure compliance of FSSAI standards. In addition to IRCTC, Railway authorities also pick samples for testing. The food samples are regularly sent for testing in NABL accredited labs.

On Board deployment of Catering Supervisors: IRCTC has deployed supervisors/ Catering assistants for end to end monitoring of catering services on all premium trains and sectional monitoring of all Mail/Exp trains. The on board monitoring staff also addresses the grievances of passengers on real time basis.

Ready To Eat and Proprietary Articles Depot (PAD): In the testing times of pandemic (COVID-19) to ensure hygiene standards and minimum hand contact the cooked food has been replaced with MRP based Ready to Eat food and other Proprietary Articles Depot (PAD) snacks. The Ready to Eat food requires minimum procedure to become consumable i.e. addition of Hot water or heating for a prescribed time, this not only ensures good quality but also quick service.

On-Line Empanelment: In the times of pandemic, the new normal is to ensure all COVID protocols such as social distancing, ensuring highest standards of Hygiene and ease of doing business. Hence to ensure adherence to protocols, IRCTC has introduced online empanelment process for PAD (Proprietary Articles Depot) items and Ready To Eat (RTE) products. Any applicant sitting in the comforts of his office or home can apply for empanelment of its products to IRCTC through an on-line process i.e. www.irctc.com/empanelment.html. The online process is time saving, transparent and environment friendly as paper use is largely reduced.The applicant is informed about the outcome of the application in a time bound process.

Introduction of MSME/Startups: In line with Govt of India initiative for promotion of MSME and start-ups, IRCTC has provided various exemptions for the promotion of MSME and startup firms. In FY 2020-21, IRCTC empanelled 20 brands promoted by MSME/Startup firms for supply of food items over IR network.

Complaint Monitoring: A passenger can give feedback or register complaints against catering services on ‘Rail Madad module that allows passengers to lodge complaints through mobile app/web platform. There are other various modules to register complaints such as,CPGRAM, National Consumer helpline , Rail Madad (this includes complaints received through social media platforms, Complaint Books, IR SMS, IR Web,Toll free numbers, e-mail etc).

A total of 4489 complaints were received in FY 2020-21 through rail madad, CPGRAM, national consumer helpline etc. There is a monitoring team designated by IRCTC which forwards the complaints feedback data to the concerned department/s and files interim reply to passengers on social media. Complaints /feed back pertaining to catering business of IRCTC are recorded on E CSIM (Catering Service Information Management which is an internet based module developed by IRCTC for its managerial analysis). Passengers can lodge complaints through railmadad. indianrailways.gov.in, Railmadad app., Toll free number 139.

Complaints Redressal: IRCTC has a special cell dealing with consumer complaints. IRCTC recorded 1540 catering complaints in its internet based module of Catering Services Information Management/(E-CSIM) from Rail Madad. All the complaints were disposed off during the period. The average disposal time recorded for FY2020-21 is 03.33 hrs while previous year it was 14.02 hrs. In addition, a total of 1995 complaints were recorded through CPGRAM. Out of these, 1961 were disposed off while remaining 34 are pending and will be disposed off in coming financial year. The average disposal time for FY 2020-21 is 18 days. Through national consumer helpline, 1086 complaints (pertaining to catering, ticketing) were received and all of them have been disposed off.

QR Codes: To upgrade technical facilities for travelling passengers, the concept of QR Codes was started to provide information about the date of preparation, name of the kitchen, FSSAI, weight, live CCTV streaming link etc. However, due to the pandemic and non-service of cooked meal on trains, the facility has been stopped for now.

CCTV Monitoring: Keeping in view the hygiene levels of the cooked food and safety IRCTC had installed CCTV cameras in IRCTC kitchen units, which were being monitored 24 X 7 at IRCTC Corporate Office and Central Control. The basic aim of this facility was to give general public live feeds from CCTVs through the Rail Drishti portal.

However, due to the closure of base kitchens because of the pandemic, at present live feed of CCTV camera is not available.

POS Handheld Billing Machines: To eradicate overcharging, IRCTC has made mandatory the issuance of invoices for its vendors through POS machines. These machines enable issuing of bills for every transaction, including those in a moving train. This also ensures proper accounting system and control. At present, all units, mobile and static, have provision for billing through the POS. Efforts have been made for cashless transactions in all Special Trains, Train-Side Vending etc. under the Digital India initiative of the Government of India. As on 31.03.2021, IRCTC installed 2820 POS machines in 754 rakes. Further, 408 POS machines in

Metallic plates: For public awareness regarding POS billing, IRCTC has installed 12,256 metallic plates on trains informing passengers of messages like - "If you dont get bill, your food is free". The above plates have been fixed at prominent places inside various trains. Further, stickers advising these tags have been affixed in all operational static catering units.

Static Catering

Static catering refers to catering services offered to patrons at static units at railway establishments located at railway stations across the country.

These static units include Jan Ahars (unit serving economy combo meals comprising regional and local items), Cell Kitchens (mini base kitchens supplying food to trains or static units), Refreshment Rooms (unit where a-la-carte items, ready-to-eat meals, and thali meals are served), Food Plazas (multi-cuisine plaza serving food items at market-driven rates), Fast Food Units (major units selling fast food items through self-service counters), and Food Courts (cluster of stalls selling food items such as branded products/eatables).

IRCTC managed 176 refreshment rooms, 56 Jan Ahaars and 17 Cell Kitchens as on 31st March, 2021. These units are located on railway platforms and sell low budget eatables. A list of the items to be sold on these units along with their prices is provided by the Ministry of Railways/IRCTC. These units usually sell items to passengers on the platform and sometimes supply food to moving trains.

Food Plazas(FPs)/Fast Food Units(FFUs)/Food Courts

Fast Food Units are major units, where through self-service counters, fast food items are sold. In these outlets, packaged food is served to customers in takeaway packets. Food Plaza is a multi-cuisine plaza with a variety of eating choices. The quality and rates for items of food plazas are market-driven. Food court is a cluster of stalls at a nominated place, where food items such as branded products/eatables are provided.

The food plaza/fast food unit business is a segment where prices are market driven. Food Plazas normally provide multi-cuisine food under one roof, in a relaxed dine-in atmosphere with a good ambience and a common kitchen to provide a wide variety of food items. As on 31.03.2021, IRCTC managed 287 Food Plaza/Fast Food units.

The Company also plans to operate 25 Food Plazas and 43 Fast Food Units, for which contracts have been finalised.

E-Catering

E-Catering service allows passengers to book food of their choice from partner restaurants. Food is delivered on their seat and bookings are done in advance.

Services are available at selected stations to bona fide passengers in reserved trains.

E-Catering has been introduced for providing the range of options to passengers for ordering food of their choice. The prices of food booked under e-Catering are market driven. The restaurant fixes the menu.

E-Catering on Indian Railways trains was discontinued in the month of March, 2020 due to the nationwide lockdown. E-Catering services, post Covid-19, were resumed from 1st February, 2021 gradually. More stations are being added under the e-Catering umbrella in a phase-wise manner keeping in mind the considering Central/State Government guidelines.

IRCTC is in the process of integrating B2C partners. Some are already made LIVE such as Ixigo, Confirmticket, Make My Trip, Yatra, Paytm etc. to improve the process of reach out to customers.

Some of the major brands associated with e-Catering services are Dominos Pizza, Subway, Haldirams, Faasos, Biryani Blues, A2B, Sarvana Bhawan, Nirulas, etc.

Growth of E-Catering

E-Catering has started picking up orders in the month of March 2021 and meals booked through e-Catering was 10,324 per day, however, the progress was halted due to the second wave of the pandemic and cancellation of trains.

Executive Lounges

Six Executive Lounges at New Delhi, Agra Cantt, Jaipur, Ahmedabad, Madurai and Sealdah have already been commissioned by IRCTC and two more units at Varanasi Jn. and New Delhi (Paharganj side), are expected to be commissioned in FY2021-22. These lounges are provided with airport-like ambience, resting facilities and buffet facilities.

Retiring Rooms

Keeping in view the improved amenities and effective post-arrival/ pre-departure facilities for esteemed Railway Passengers, Ministry of Railways has mandated IRCTC to renovate, operate and maintain Retiring Rooms at Railway Stations. Accordingly, IRCTC undertook the renovation work at all "A-1" & "A" category stations through reputed firms /companies in the field of hospitality, to upgrade Retiring Rooms with star hotel like facilities at reasonable prices. Common facilities available in the Retiring Rooms includes Air Conditioned Rooms and Dormitories, Quality Linen, Locker facility for luggage, LED Television, Bathrooms with all basic facilities such as WC, Geysers, Shower etc. with pantry and housekeeping services. The refurbished Retiring Rooms are being appreciated and praised by passengers at large. At present, Retiring Rooms at 17 stations i.e. Vadodra, Bilaspur, Thivim, Madgaon, Kacheguda, Udupi, Sealdah, Tiruchchirappalli, Jaipur, Lucknow, Madurai, Tirupati, Ahemedabad, Tata Nagar, Gorakhpur, Rajendar Nagar Terminal and Pallakad have been commissioned.

In addition to the above, a new concept, i.e. Pod/Capsule concept retiring room and dormitories have been developed. In order to execute the same, IRCTC has awarded the contract to M/s Urban Pod Pvt. Ltd. to set up and manage POD/Capsule concept retiring rooms & dormitories at Mumbai Central (MMCT) station of Western Railway.

The Company is in process of setting up of Retiring Rows at seven more stations and contracts have already been awarded for same.

Rail Yatri Niwas

As mandated by the Indian Railways, IRCTC develops, operates and maintains Rail Yatri Niwas/BNR Hotels. The sites have been given to IRCTC on licence with permission to sub-licence the rights to third parties through Public-Private Partnership. At present, IRCTC is operating two Rail Yatri Niwas at New Delhi and Howrah and two BNR Hotels from Puri and Ranchi.

TRAVEL AND TOURISM

Indias beauty and diversity and its tourism potential is enormous. With its rich and diversified historical, natural and cultural heritage, India is home to many attractive tourist destinations of the world. The countrys geography and topography has a tremendous potential to attract tourists across the globe.

Tourism in India has an equally strong relevance to economic development, cultural growth and national integration. With globalisation and the overall development in the country in terms of infrastructure and tourism facilities, the foreign tourist arrivals in India has tripled from 3 million per year in 2003 to around 11 million in 2019 and analysts expect to see more than 30 million tourists visiting India annually by 2028. At the same time, domestic tourist visits to all states and Union Territories have its rapidly growing tourism sector now playing a huge role in the nations economy, supporting millions of jobs and generating foreign exchange each year.

Prior to the pandemic, the global Travel and Tourism (including its direct, indirect and induced impacts) business sector accounted for 1 in 4 of all new jobs created across the world, 10.6% of all jobs (334 million), and 10.4% of global GDP (US$9.2 trillion). Meanwhile, international visitor spending amounted to US$1.7 trillion in 2019 (6.8% of total exports, 27.4% of global services exports).

The Travel and Tourism sector suffered a loss of almost US$4.5 trillion to reach US$4.7 trillion in 2020, with the contribution to the GDP dropping by a staggering 49.1% compared to 2019; relative to a 3.7% GDP decline of the global economy in 2020. In 2019, the Travel and Tourism sector contributed 10.4% to the global GDP; a share which decreased to 5.5% in 2020 due to the ongoing restrictions on mobility. In 2020, 62 million jobs were lost, representing a drop of 18.5%, leaving just 272 million employed across the sector globally, compared to 334 million in 2019. The threat of job losses persists as many jobs are currently supported by Government retention schemes and reduced hours, which without a full recovery of the Travel and Tourism sector, could be lost. Domestic visitor spending decreased by 45%, while international visitor spending declined by an unprecedented 69.4%.

The pandemic has dealt a crippling blow to the Indian travel and tourism industry and the entire value chain linked to the sector is likely to lose around RS. 5 lakh crore or $65.57 billion, according to a study by industry chamber CII and hospitality consulting firm Hotelivate. The organised sector alone is likely to lose $25 billion in FY2020-21. Overall, due to the pandemic, the Indian Travel and Tourism industry is staring at a likely job loss of around 38 million.

It is clear from The World Travel & Tourism Councils (WTTCs) previous research and the current experience with Covid-19, that no one stakeholder group can address todays shocks on their own; requiring both inter-governmental cooperation as well as public-private collaboration. The extensive impact of Covid-19 has once again illustrated the need to strike a balance between protecting the health of individuals and the health of economies. Managing the fear, panic, stigma – and associated infodemic is also the key. In effect, according to the WHO, 90% of the economic losses during any pandemic arise from the uncoordinated and irrational efforts of the public to avoid infection.

As such, the importance of taking strategic approach, built on facts and experience, and ensuring business continuity, remains central to the successful management and swift recovery of a crisis. To enable the sector to bounce back in the aftermath of Covid-19, WTTC has recommended the implementation of policies such as the improvement of travel facilitation, the removal of barriers, the easing of fiscal policies, the introduction of incentives as well as the support of destinations. To support the sectors recovery, WTTC has launched global protocols with the aim of rebuilding confidence amongst consumers so they can travel safely once the restrictions are lifted.

IRCTC in Tourism Business

IRCTC, today, is one of the leading travel and tourism companies in the market catering to the needs of diverse tourist segments. With the strength of being a Railway PSU, IRCTC specialises in rail tourism, and at present, is the market leader in this segment. Besides rail tourism, IRCTC has also diversified into various other tourism businesses for increasing the market share in the immensely competitive tourism market.

The various tourism business segments of IRCTC include Luxury Train Tours - Maharajas Express and Golden Chariot, Buddhist Circuit Special Train, Bharat Darshan/ Aastha Circuit Tourist Trains, Pilgrim Special Tourist Trains, Rail Tour Packages, International and Domestic Air packages, Land Tour Packages, Hotel bookings (online and offline), Customised and LTC tours and Event Management and IRCTC Corporate Trains i.e. LJN - NDLS Tejas, ADI - MMCT Tejas and Kashi Mahakaal Express (BSB- INDB Express). IRCTC has its exclusive tourism portal, www.irctctourism.com for showcasing and booking of various tourism products in a single space.

IRCTCs Tourism Products and Services

Domestic Tour Packages Inbound Tourist Targeted Tours Mass Tourism Outbound Tour Packages Air Ticket and Corporate Travel Other Tourism Activities
Rail Tour Packages Maharajas Express Bharat Darshan / Aastha Tourist Trains Air Ticketing Event Management
Holiday Packages Golden Chariot State Special Corporate Travel Booking of Charter Trains & Coaches
Packages with Buddhist Special Tourist Trains
Charter Train/ Coaches Tourist Train Majestic Rajasthan Pilgrim Special Hill and Heritage Charters
Customised Tours Tourist Train Tourist Trains IRCTC Corporate Saloon Tours and Charters
LTC Tours Delux Tourist Train Trains Online reservation
Domestic Air Packages Election Specials of Accommodation facilities
Educational Tours Adventure Tourism

The income from the Travel and Tourism Business of IRCTC has recorded a drastic decrease of 86.79% from RS. 392.02 crore in 2019-20 (including state special revenue) to RS. 54.91 crore in 2020-21. To contain the initial spread of Covid-19 in the country, the Government was constrained to enforce a countrywide lockdown from 25th March, 2020 onwards, which had a cascading impact on the business on all verticals, resulting in a decrease in revenue compared to the previous year.

Due to the lockdown imposed by the Government of India and the MHA from 25th March, 2020, most of the tourist trains such as Bharat Darshan, Pilgrim Special, Rail and Land Tour packages, etc. planned for FY2020-21 remained suspended for seven months. Even the funds earlier allocated by the state governments for operation of State Special Tourist Trains were also used by respective states for Health and safety of Public. VISA restrictions were imposed only limited visas of emergency nature were allowed, hence International Air packages remained suspended for the full Financial Year. Domestic Air packages were only able to start operating after 18th December, 2020.

Though IRCTC planned some departures for The Luxury/Deluxe trains - Maharajas Express and Buddhist Special Trains in the last quarter of the FY2020-21, the trips were also cancelled due to the Covid-19 scenario and restriction in the movement of international travellers. The Tourism and Hospitality business of IRCTC remained badly affected, including the domestic tourism products such as Rail Tour Packages, Holiday Packages, LTC Tours etc. This has been evidently reflected in the performance of all tourism products of IRCTC when compared with FY2019-20.

To attain the pre-Covid era performance, IRCTC utilised the lockdown period in negotiating and executing tie-ups with hotels, transportation service providers etc. and empanelling them, which has resulted in access to the best available rates of the services and hotel rooms/ accommodation in the market. Further, new avenues have also been explored by planning new packages based on heritage, culture, adventure, medical wellness and special interest tours. The hard work done by the tourism team during the lockdown period has resulted in the launch of attractive, competitive and economical tour packages.

IRCTC launched and operated many Land Tour Packages, Domestic Air Packages, Bharat Darshan, Pilgrimage Special Tourist Train, Saloon Cars, Educational Tours, etc. from the third quarter of FY2020-21 and has started to offer customised travel packages for the customers as well. The Standard Operating Procedure (SOP) based on the guidelines issued by the MHA and the MHFW on preventive measures for Tourist Trains / Tours to contain the spread of the disease and dealing with emergencies have also been issued and implemented and the tourism staff of the company were trained to perform as per the New Normal.

a) Domestic Tourism

R ail Tour packages This is a comprehensive packageof IRCTC, where it offers all-inclusive packages even with confirmed onward and return rail journey apart from other elements of a package such as road transfers, accommodation, meals and sight-seeing at reasonable rates. During the year 2020-21, only 20 tourists have availed the packages of IRCTC against a total of 13,630 tourists who availed these tours in the previous year. This decrease is because of the non-operation of regular trains in FY2020-21 on the Railway network and only special trains being operated in which IRCTC has not been provided earmarked berths to operate VAT package.

Holiday packages – IRCTC also operates Holiday Packages (Land Packages) which includes road transfers, accommodation, meals and sight-seeing. In FY2020-21, a total above 9,657 passengers availed IRCTC land packages against a total of 58,337 passengers in the previous year. The decrease is due to the imposed lockdown.

P ackages with charter coach and train These areall inclusive packages like Rail Tour Packages, where train travel is arranged through chartered coaches or trains by IRCTC. In FY2020- 21, IRCTC operated one RTP with charter trains/ coaches catering to 49 passengers.

Customised tour packages – IRCTCs flexibility in accommodating the demands of the customer is clearly demonstrated in customised tour packages. These packages are tailor-made as per the requirement of the tourists such as, budget, level of luxury, places of Interest etc. During the year, a total of 311 tourists availed these packages as against 1700 in the previous year.

L eave Travel Concession (LTCs) Governmentof India authorised IRCTC as one among three PSUs for operating LTC tours. IRCTC provide/ design packages for government officials to travel across India as per their entitlement in Government services and claim the amount from their respective company on behalf of certificate provided by IRCTC. Apart from custom designed package for LTC Tours, all IRCTC tour packages qualify for LTC. During the year, IRCTC arranged exclusive LTC package service to 4 passengers. All IRCTC tours qualify for LTC travel.

Domestic Air packages –

Air packages are increasingly becoming more popular day by day due to limited time at the discretion of people for going on holidays. IRCTC operated packages from all the Zones to various destinations like Shirdi, Goa, Delhi, Tirupati, Gangtok, Darjeeling, Kalimpong, Andaman and Nicobar, Ladakh, Srinagar, Kashmir, Mumbai, Mysoor, Coorg, Bangalore and more. During the year FY2020-21, IRCTC operated 75 domestic air packages witRs. 1,419 passengers.

Educational Tours

IRCTC operates educational tours for students under its "travel to learn" scheme and has tie-ups with various state governments as well as private schools for operating educational tours for their students. During the year 2020- 21, a total of 10,520 students travelled under Educational tours, operated for students and teachers of RMSA and SSA, Tamil Nadu and Hyderabad city tours.

b) In-bound Tourist Targeted Tours

Maharajas Express

Maharajas Express has created a brand image for IRCTC in the field of luxury tourism in the international arena. Launched in the year 2010, the Maharajas Express has been awarded the Worlds leading Luxury Tourist Train consecutively from the year 2012 to 2018 at the World Travel Awards. Maharajas Express operates on four different itineraries, out of which three are of six nights/ seven days and one of three nights/ four days which cover places like Udaipur, Jodhpur, Bikaner, Jaipur, Ranthambore, Agra, Khajuraho and Varanasi. The itineraries have been uploaded with departure dates on the website of the train www.the-maharajas.com. The train is operated during the tourist season from September to April of the year.

In FY2020- 21, IRCTC was constrained to cancel all the trips of Maharajas Express due to the Covid-19 pandemic and restrictions imposed for international travellers due to restrictions in the movement of international travellers to the country.

Golden Chariot

Golden Chariot, the only luxury train being operated in South India by the Karnataka State Tourism Development Corporation was taken over by IRCTC for marketing, operations and maintenance for a period of 10 years through an Agreement signed between the two organisations in November 2019. IRCTC took over physical possession of the train in January 2020.

The itineraries and departure dates of the train for the season 2020-21 and 2021-22 have already been announced and published on the official website www.goldenchariot.org. Three itineraries viz. Pride of Karnataka (6 Nights/7 Days), Jewels of Sout(Rs.6 Nights/7 Days) and Glimpses of Karnataka (3 Nights/4 Days) have been planned for various destinations in Karnataka, Tamil Nadu, Kerala and Goa.

During the FY2020-21, IRCTC has operated two trips of Golden Chariot witRs. 55 guests on-board, whereas in the previous year, no trip was operated.

Buddhist Circuit Special Train

This is a fully air-conditioned train offering a seven nights and eight days package covering all major Buddhist Pilgrim locations in India and Lumbini in Nepal. The new rake of Buddhist Circuit Train has International level features like Two Dining Cars, Vacuum Bio-toilets, Air Suspension springs, Security lockers, modified 2AC coaches with side seating facility, On-board housekeeping and security, CCTV camera security, accidental insurance facility, Foot massager and Mini library, etc. The itineraries have been uploaded with departure dates on the website of the train www. irctcbuddhisttrain.com. Due to restriction imposed on international travellers due to the pandemic, IRCTC could not operate any trip of the Buddhist Special Trains, during FY 2020-21.

Deluxe Tourist Train

IRCTC has been working to increase the utilisation of the Buddhist Special Train rake to operate different tourist circuits, therefore, it launched deluxe tourist trains. IRCTC has launched five trips of the Deluxe Tourist Train in the 2nd Half of FY2020-21. Out of them, IRCTC was able to operate one trip of the Deluxe Tourist Train in the name of ‘Padharo Rajasthan covering Jaisalmer and Jodhpur witRs. 84 passengers on board.

Outbound Tour Packages

Due to the VISA restrictions on account of Covid-19, international air packages have not been operated by IRCTC in the FY2020-21.

c) Air Ticketing And Corporate Travel

Online Air ticketing

IRCTCs air-ticketing micro-site www.air.irctc.co.in provides online booking facility of domestic as well as international air-tickets at very competitive prices with the lowest convenience fee as compared to other portals of Online Travel Agents (OTA) in the market.

IRCTC Air also has the facility of booking air tickets on the go through Mobile app for Android and IOS users. During FY2020- 21, an average of 2,426 air tickets per day were booked through the IRCTC air ticket website compared to 5,688 average air tickets per day in FY2019-20. IRCTC also provides travel insurance coverage of RS. 50 lakh for each passenger on a complimentary basis to all the bookings made online through web and app.

Corporate Travel Business

IRCTC offers complete travel solutions for corporates, which includes air ticketing, booking of domestic including LTC tickets, as well as international tickets, hotel bookings, Visa facilitation, insurance etc. IRCTC has tied-up with more than 160 PSUs/ ministries/ Government departments and institutions.

d) Mass Tourism

Bharat Darshan/ Aastha Circuit Tourist Train

Bharat Darshan Tourist Train is the flagship product of

. IRCTC, very popular among special tourist trains tour packages offered by the company, primarily targeting the budgeted segment tourists. These trains operate from various cities across the length and breadth of the country on various circuits covering various tourist destinations and are attractively priced at RS. 900/- per day per passenger for Non-AC Sleeper Class and RS. 1100/- per day per passenger for 3AC class. The tour package is inclusive of rail and road travel, all meals, sightseeing and accommodation. Above all the tourists are also insured for an accidental claim up to a sum assured of RS. 10 lakh.

Despite the ongoing pandemic, during FY2020-21, IRCTC successfully operated 21 Bharat Darshan trips carrying 13,312 passengers. The first trip of Bharat Darshan was operated between 11th and 18th November, 2020 ex-Tirunelveli, covering Gaya - Varanasi –Prayagraj. However, with the onset of the second wave, IRCTC was constrained to cancel all planned tours from 15th March, 2021 onwards.

State Special trains

IRCTC operates the state special tourist train tours in collaboration with various state governments. The government selects the beneficiaries of the tour package who are mostly senior citizens. These train tours cover various tourist and pilgrim destinations across India. Due to the pandemic, most State Governments utilised the funds earmarked for state special trains towards infrastructure and preparation for fighting the pandemic. No State Special Tourist Trains was operated in the FY2020-21.

Pilgrim Special Tourist Trains

Being pilgrimage-centric, this package is attractively priced at RS. 900/- and RS. 1500/- per day per person + GST for sleeper class and 3rd AC class passenger respectively. The price is inclusive of rail and road travel, all meals, sightseeing and accommodation along with accident insurance cover of RS. 10 lakh. IRCTC operated its first Pilgrim Tourist Train Ex Jalandhar from 27.01.2021 to 03.02.2021, covering tourist destinations like Ujjain – Ahmedabad – Somanth - Dwarka witRs. 632 passengers. During FY2020-21, IRCTC operated four Pilgrim Special Tourist Trains and provided services to 2,426 passengers.

IRCTC Corporate Trains

Under the directives of the Ministry of Railways, IRCTC started the operation of corporate premium passenger trains in 2019 with Lucknow-Delhi-Lucknow Tejas Express commencing operations on 5th October, 2019 followed by the commencement of the Ahmedabad-Mumbai-Ahmedabad Tejas in January, 2020 and the Kashi Mahakal Express on the Indore-Varanasi route in February, 2020.

Although all the three trains were received very well by the passengers with increasing patronage, the operation of all three trains were suspended from 18th March, 2020 along with the suspension of all passenger trains by the Ministry of Railways due to the restrictions and lockdowns imposed by the Government of India to contain the Covid-19 Pandemic.

With the process of unlocking implemented by the Government in 2020, IRCTC restored the operation of both the Tejas trains on 17th October, 2020 with all health and safety protocols amidst the new normal while the operations of the Kashi Mahakal Express still remains suspended. But due to the prevailing fear among the passengers to travel amidst the pandemic with majority of the population remaining unvaccinated, IRCTC was constrained to suspend the services of both the trains briefly from 23rd/24th November, 2020 and the operation of the both the trains again started from 14th February, 2021 onwards but have once again been temporarily suspended. The operations of trains, now, have been restored w.e.f. 7th August, 2021 onwards.

Election Special Trains

IRCTC has been nominated as the single window for booking and movement of Election Special Trains along with the provision of on-board catering services to the forces on movement. During FY2020-21, IRCTC operated 275 trains for moving para-military forces for the General Elections and generated an income of RS. 5.19 crores (only 5% facilitation charge of total Charter Fare Revenue).

e) Other Tourism Activities

Event Management

IRCTC has been organising various conferences, events and incentive packages for Indian Railways, PSUs, the Education Department and other prominent institutions. During FY2020-21, IRCTC conducted one-day cruise event tour on the Hooghly river for 88 employees of M/s Braithwaite & Company Limited with lunch and live music on 30th January, 2021.

Booking of Charter Trains and Coaches

The Ministry of Railways nominated IRCTC as the single window agency for online booking of all trains and coaches on a charter basis. IRCTC operated 94 (25 trains and 69 coaches) charters in the financial year 2020-21 for various tourist groups. The website for online booking of FTR Trains/ coaches is www.ftr.irctc.co.in.

Hill and Heritage Charters

IRCTC actively promotes the five Hill Railways of India viz Nilgiri Mountain Railway (NMR), Darjeeling Himalayan Railway (DHR), Kalka-Shimla Railway, Kangra Valley Railway and Matheran Railway. IRCTC operates hill charters over Kalka-Shimla, Nilgiri Mountain Railway and Darjeeling Himalayan Railways – UNESCOs World Heritage Sites. IRCTC operated one Hill Charter on the

Kalka-Shimla section witRs. 12 passengers in FY2020-21.

Luxurious Railway Saloon Car

The Ministry of Railways decided to open the bookings of its fleet of luxurious saloon coaches to open market and has entrusted IRCTC with the task of marketing and booking of these special rail products. A Saloon Car generally has a living room, two air-conditioned bedrooms – one twin bedroom and the other similar to AC First Class coupe with attached baths, dining area and a kitchen. Optional services like attendant, catering, pick and drop is arranged as per demand of the tourists. During FY2020-21, IRCTC has successfully operated 29 saloon charters across India in comparison to 33 saloon cars operated successfully in the previous year

Online booking of Retiring Rooms at Stations and Hotel Booking

IRCTC has been providing the convenience of booking of retiring rooms online to Railway passengers having confirmed PNRs across 545 Railway stations through the IRCTC tourism portal. Passengers can also book Retiring Rooms on the go on Android and IOS mobile Apps. Hourly booking is also available at 48 stations. About 65% of total retiring room bookings are done online. 20% of the bookings are being done through mobile apps. Due to Covid-19, online booking has been opened at 54 stations only.

IRCTC has started upgrading and managing services of Retiring Rooms at 17 Railway stations, they are Sealdah, Rajinder Nagar, Tata Nagar, Udupi, Madgaon, Ahmedabad, Vadodara, Thivim, Lucknow, Jaipur, Gorkhpur, Tirucharpalli, Madurai, Kachiguda, Tirupati, Bilaspur and Palakkad. The upgraded retiring rooms have hotel-like facilities including AC, wifi, TV, geyser, linen, sofas etc.

In FY2020-21, total bookings were at 10,121 and total revenue recorded was RS. 81.89 lakh.

Adventure Tourism

IRCTC launched and operated Adventure Tour packages for the first-time in FY2019-20. During FY 2020-21, IRCTC operated one Adventure Tour - Trichy-Tawang - which covered Guwahati- Dirang- Tawang- Sangthi Valley- Guwahati with six passengers.

Online Bus booking

IRCTC has started providing bus ticket bookings on bus.irctc.co.in with which IRCTC now has all three modes of transport viz. Rail, Air and Bus on its online platform, making it a one-stop solution for travel needs. IRCTC has tied up with various bus transport organisations such as M/s Abhi Bus and M/s Red Bus in January 2021. The Bus booking service is available for 22 states and 3 UTs as of now.

IRCTC Mobile Apps

The Company has the mobile apps in the name of "IRCTC Air and "IRCTC Tourism". The IRCTC apps are available for Android and IOS users. Customers are using the app easily to book their choice of travel and tourism product on the App. A Mobile App has also been developed on Android as well as the iOS platform for Maharajas Express to simplify the recording of guest feedback system and promotion of off-board excursions

Tourism Portal

The portal offers on-line booking of Tourist Trains, Air tickets, tour packages - be it through rail, air or land, hotel, saloon cars, AC tourist trains, event management, etc. To be at par with the user friendliness and facilities which other OTAs offer, IRCTC has revamped its tourism website. Total bookings in 2020-21 was at 27,905 witRs. 83,573 passengers with a gross revenue of RS. 39.06 crore.

Online Feedback Module

IRCTC started taking online feedback of tourists/ passengers travelling or availing service of IRCTC tourist trains, packages, etc. through Tablets during the course of the tours, to get the actual feedback which is to be used for taking necessary action or steps to make the product better. IRCTC Tourism department has circulated four tablets to each zone for a regular online feedback module.

Part-Payment Facility

Online and offline customers can now utilise the part-payment facility to book their tourism packages and plan their journeys in advance without blocking the full amount.

Online Hotel Booking

IRCTC had integrated accommodation partners (Hotel, Home stay, Bed and Breakfast, PGs, Dormitories, paying Guest Houses, Yatri Nivas, holiday Homes, start up etc.) for online booking through https://www. hotel.irctctourism.com or ‘irctctourism mobile apps – Android and IOS Prominent Hotels available on IRCTC Hotels website are -

Park Hotels Sterling Holidays
Oyo Rooms Svelte Hotels
Pride Hotels Uberoi Anand
Lords Hotels Dorota House
Oga Hotels MP Tourism
Comopolitian Hotels HRANI (North India)
Ginger Hotels Le Roi Hotels
IRCTC Guest House,Katra Polo Tower group

Customers now can book more than 2251 hotels across over 244 cities with a starting tariff of as low as RS. 600/-. Most hotels are located near railway stations, airports and city centres and most hotels offer no cancellation charges if cancelled before 24 hrs of the check–in.

Various important hotel associations of the country nominated by MOT for awarding star category classification to Hotels/Restaurants such as Hotel Association of India (HAI), Indian Heritage Hotel Association (IHHA) and Federation of Hotels And Restaurant Associations of India (FHRAI) and other regional hotel associations etc have already associated with IRCTC for online booking of hotels.

Tourism Planning

IRCTC has been developing and introducing new tourism products continuously amidst the changing business scenario and changing customer preferences due to the ongoing pandemic. This strategy, besides attracting a wide range of customers, will also enable the company to stabilise and increase its growth with changing dynamics of time.

Due to the ongoing pandemic of Covid-19, the tourism and hospitality business has been facing unprecedented challenges to survive. To overcome these challenges and create new business opportunities in the market, the company is trying to be more dynamic and flexible towards its approach in doing business.

However, specific thrust areas identified by the Company for the coming financial year 2021-22 are:-

Customised Holiday Packages: Due to the ongoing pandemic, group travel is expected to remain restrained for a long time. Hence, IRCTC will plan and develop more customised holiday packages as per the requirements of customers for small groups of family and friends.

Direct tie-up with Hotels and Transport Companies: IRCTC has initialised direct tie-up with hotels and online hotel booking portals as well as transporters to provide competitive package prices to the passengers. IRCTC shall continue to do so in the times to come to pass on maximum benefits to its customers.

Online Bus Booking: IRCTC has tied up with M/s Abhi Bus and M/s Red Bus, for facilitating online bus ticket booking for passengers and is in the process of continuously developing the portal, making it a more seamless experience to book tickets.

Deluxe Tourist Trains: IRCTC plans to utilise the rake of the Buddhist Special Train for operating more Deluxe Tourist Trains and on various tourist itineraries across the country.

Pilgrim Special Tourist Trains: IRCTC is planning to launch and operate Pilgrim Special Trains to various important tourist and pilgrimage destinations in India. The rake will be of a mixed composition of five coaches of non-AC sleeper class and five coaches of 3AC.

Adventure Tourism: IRCTC will continue to operate various Adventure Tour packages to the North East. More such packaged are in the pipeline for other parts of India also. The adventure tour packages would involve various activities such as biking, hiking, mountaineering, etc.

Passenger Trains: IRCTC is planning to operate more premium corporate passenger trains in 10 different clusters identified by the Indian Railways on a PPP model or independently. IRCTC also plans to take charge of other trains available with the Indian Railways under the brand Tejas Express, for bookings, operation and management.

Cruise Packages: Once the International travel restrictions on out-bound tourists are reduced or removed, IRCTC will focus on launching packages with Cruise liners for major cruise packages across the globe. IRCTC plans to block seats/ cabins in cruises and sell them in the domestic and international market.

River Cruise Packages: Over the period of time when in-bound and domestic tourism starts, IRCTC will launch packages with reputed cruise companies in the country offering Luxury River Cruise Tours. These tours will be offered to the guests of Maharajas Express also.

INTERNET TICKETING

IRCTC pioneered internet-based rail ticket booking through its website which accounted for 79.63% of the total reserved tickets booked online on Indian Railways in 2020-21. On an average, 4.80 lakh tickets were sold daily through IRCTCs website and Mobile App during 2020-21. The site offers round-the-clock ticket booking services, except for a 35-minute break from 23:45 hrs to 00:20 hrs.

Ticket booking during the year was low due to the lockdowns condition imposed in the country on public movement. Further, bookings were totally stopped w.e.f. 15.04.2020 to 11.05.2020 due to unforeseen adverse circumstances in the wake of the Pandemic. Passenger Train operations were completely stopped by Indian Railways from 22.03.2020 to 12.05.2020 and only a skeletal service through Special Trains were operated post 12.05.2020 with some increase during the festival period when a few special trains were inducted.

Service Charge/Convenience Fee

IRCTC was levying a Service Charge @ RS. 20 + Tax per ticket for Non-AC Classes and RS. 40/- + Tax per ticket for AC Classes, on the Reserved Rail Tickets booked through its platform till 22.11.2016. The service charge was withdrawn by the Ministry of Railways form 23.11.2016 to 31.08.2019 as an initiative for promotion of digital transactions.

IRCTC E-Ticketing Service Charge/Convenience Fee

IRCTC started collection of Convenience Fee on e-ticket bookings w.e.f. 01-Sep-2019 at the rate of RS. 15/- + GST per ticket for Non-AC Classes and RS. 30/- + GST per ticket for AC Classes (including First Class/FC). For BHIM/UPI payments, the Convenience Fee is being charged at a reduced rate of RS. 10/- + GST per ticket for Non- AC Classes and RS. 20/- + GST per ticket for AC Classes. Due to the Pandemic, the bookings during FY2020-21 have been dropped by 42.35% over FY2019-20. Therefore, there has been a substantial decrease in the Convenience Fee also.

Internet Ticketing Statistics

a. No. of E-Tickets and Passengers Booked

A total of 1740.46 lakh tickets have been booked in 2020-21 as compared to 3019.04 lakh in 2019-20. In total, 3052.67 lakh passengers got booked on E-Tickets in 2020-21 as compared to 5229.62 lakh passengers in 2019-20. The ratio of Passenger to Ticket during the year was 1.75:1. The number of tickets booked during the year has reduced drastically due to the countrywide lockdown conditions. Train services were being restored to normalcy, but unfortunately it was then that the second Covid wave hit the country.

b. E-ticketing Revenue

During the year 2020-21, a total amount of RS. 17,761.60 crore was collected as Ticket Fare from the users as E-ticketing revenue, which is 47.84% less than last years collection of RS. 34,054.74 crore.

MOU Targets 2020-21 and achievements thereof:

Target Status of achievement
1. Hotel Booking on IRCTC Tourism Portal with integration of hotel chains, Inventory providers and state government guest houses (10 Nos.) . Integrated 12 Inventory Providers with more than 100 Hotels.
2. Loyalty Scheme for Tejas Trains by 31,.12.2020 Achieved on 10-Oct-2020
3. Booking for Agents on Mobile by IRCTC by 31.01.2021 Achieved on 13-Jan-2021
4. Bus Booking on IRCTC Tourism Portal by 31.01.2021 Achieved on 29-Jan-2021

New Initiatives taken during 2020-21

Disbursement of refunds to the tune of more than RS. 2300 Crores to the customers due to large scale cancellation of trains by Indian Railways in three to four trenches in the wake of the Covid-19 pandemic had been a great challenge for the organisation. This amount had to be timely processed on account of the cancellation of Passenger Trains by the Indian Railways w.e.f 21.03.2020 to 14.08.2020. The problem was compounded due to the Work From Home (WFH) system introduced for staff due to the complete lockdown in the country from 22.03.2020 onwards and threw a major challenge to the Company to process the refund of cancelled trains in time, which involved coordination with the Indian Railways, banks, payment aggregators and Principal Service Providers (PSPs) of various Retail Service Providers/RSPs (Agents) of B2B /Internet Caf Schemes and through the B2C scheme. Due to changes made in the refund rules by the Ministry of Railways to grant full refund for cancelled trains even for already cancelled tickets, several technical changes had been made in the system in the Work-From-Home mode of functioning for this purpose. In some cases, a special refund was also involved as flushed out PNRs could not be processed by the PRS for a refund.

Information related to Covid-19 norms, Covid-Appropriate Behaviour and State Advisories about various updates on the cancellation of trains and refund processes were disseminated to the customers through alerts, pop-ups on the IRCTC Website and Mobile Apps and through SMSes.

The AR (Assam Rifles) of Central Paramilitary Forces e-ticketing system was commissioned for booking reserved rail e-tickets for AR personnel (w.e.f 06-Oct-2020). In the past the e-ticketing system had been developed for CRPF, NDRF & NSG also bringing a major relief to these Central Paramilitary Forces in handling their reserved train ticket requirements and associated digital accounts.

Launch of IRCTC – SBI Co-branded Credit Card on Rupay Platform on 28-Jul-2020

In pursuance of the Honble Prime Ministers vision of ‘Aatma Nirbhar Bharat, ‘Digital India and towards fulfilment of the mission of the Honble Minister for Railways in achieving greater self reliance, IRCTC and SBI have together launched a new Co-branded Contactless Credit Card on the RuPay Platform of NPCI.

The card was dedicated to the service of the nation by the Honble Minister for Railways and the Minister for Commerce and Industry Sh. Piyush Goyal on 28th July, 2020.

The Card is designed to reward Frequent Railway Travellers, wherein the new Co-branded Credit Card offers the rail passengers maximum savings proposition on their travel, together with exclusive benefits on retail, dining and entertainment as well as transaction fee waivers. There is no online transaction charge for booking e-tickets through these cards on the IRCTC website and Mobile Apps.

The IRCTC SBI Credit Card on RuPay platform is fully indigenous, developed by IRCTC & SBI Card on the RuPay platform of NPCI.

Equipped with Near Field Communication (NFC) technology, whereby the users can expedite their transactions at the POS machines by just tapping the card on the machines without swiping it.

Loyalty Scheme for Tejas Trains: The Loyalty Scheme for Tejas Trains has been launched w.e.f. 10.10.2020. In the Loyalty Scheme, benefits will be given to the passengers who book their tickets for travelling in the IRCTC Tejas Trains by using IRCTC SBI Co-branded Premier Card. The benefits given to the passengers of IRCTC Tejas Trains are as under:

Welcome Benefit of 500 Reward points include the first user who books the IRCTC Tejas Train Tickets using the IRCTC SBI Co-branded Card, will be awarded within 45 days of boarding the train.

15 Reward points per RS. 100 spent will be awarded on IRCTC Tejas Trains (for self Travel). Each Reward point is equivalent to RS. 1/-. This in a sense provides 15% cash back to users on booking IRCTC Tejas Trains (a high-end product) in the Delhi-Lucknow-Delhi & Ahmedabad-Mumbai-Ahmedabad sectors.

1500 additional Reward points on 25 IRCTC Tejas Train bookings within a year (for self Travel). These points will be in addition to the Loyalty points earned by users for individual Tejas Train bookings.

This Loyalty Scheme will encourage the passengers to adopt IRCTC Tejas trains for their travel, once Tejas train operations are restored and will also promote the IRCTC SBI Co-branded Card in the process.

Launch of IRCTC New User Interface on 31-Dec-2020

IRCTC has been constantly putting in its efforts to enhance the customer experience and convenience while booking reserved rail e-tickets through its Website and Rail Connect Mobile Apps.

A much-needed push has come in the form of IRCTCs New e-Ticketing Interface – A Digital India initiative, which promises to transform the service delivery experience offered to travellers.

IRCTC being a first contact point for travelling citizens with the Railways, need for New UI was felt to further enhance user personalisation and facilitation of the IRCTC Website and Mobile App with more user-friendly features and more comfortable navigation. This work has been carried out despite the pandemic restrictions. The look and feel of the interface has been changed with a simplified and appealing design.

Agent Booking On Mobile Phones: The Agent booking on Mobile Phones was launched w.e.f. 13-Jan-2021. IRCTC authorised Retail Service Providers/ RSPs (Agents) who are registered through Internet Cafs and B2B Principal Service Providers (PSPs) are now facilitated with e-ticket bookings on their mobile phones. The login authentication of the RSPs is being done through OTPs on their registered mobile numbers. The objective of implementing the agent booking on mobiles was to bring e-ticketing service at par with m-Commerce market trends where in any transaction can be done on the mobile phone also by the users. With the implementation of this feature, IRCTC Agents (RSPs) who have been otherwise booking e-tickets through their desktops can now book e-tickets on their mobile phones as well.

Bus Integration: IRCTC has launched bus service on its microsite www.bus.irctc.co.in on 29-Jan-2021. Bus booking of the state road transports as well as private operators are now available through IRCTC with more than 50 thousand bus operators covering 22 states and three Union Territories including Kashmir. This service will also enable last mile connectivity to the Railway Passengers. It is expected that this business will grow substantially and provide multimodal transport on a single platforms viz. Trains, Flights and Bus for customers convenience and choice of mode of travel through IRCTC.

Highlights of Internet Ticketing during 2020-21

The total number of tickets booked was 1,740.46 lakh, 57.65% of last year despite Covid-19 restrictions on public movement.

Total train ticket fare for online e-ticketing during the year was RS. 17,761.60 crore.

5.91 crore Mobile App (on Android & iOS) Downloads till 31st March, 2020.

The average Mobile App bookings during 2020-21 were 2.21 Lakh tickets per day, compared to 3.86 lakh tickets in 2019-20. 46% of IRCTC e-tickets have been booked through the IRCTC Rail Connect Mobile App during FY2020-21.

About 79.63% of the reserved rail tickets were booked online in 2020-21, compared to 72.75% in 2019-20. There has been continuous increase in online booking share over the years.

Timely processing of refunds to the customers to the tune of more than RS. 2300 crores due to cancellation of trains by the Indian Railways in the wake of the Pandemic.

Launch of IRCTC - SBI Co-branded Credit Card on RuPay Platform on 28-Jul-2020

New user interface with enhanced features was launched on 31-Dec-2020

OTP-based login authentication for Retail Service Providers under B2B & Internet Caf Schemes was launched on 13-Jan-2021.

Booking of e-tickets by Agents on Mobile Phones was launched on 13-Jan-2021.

Hotels, Retiring Rooms, bus booking, meal bookings – are all available on a single IRCTC platform along with train and air ticketing.

Growth of Online Reserved Rail Ticketing

Segment-wise Online Ticket Booking Share

Segment Total Booking (Nos. in Lakhs) Booking Amount (J in Crores) %age Share of Tkts.
1 IRCTC Mobile App Normal User 808.47 7,370.33 46%
2 IRCTC Website Normal User 360.92 4,282.90 21%
3 B2C Normal User 279.58 2,358.13 16%
4 Retailer (B2B & ICS) 262.15 3,118.54 15%
5 G2G 29.33 631.69 2%
Total 1740.45 17,761.59 100%

Data & Cyber Security

The Company relies on state-of-the-art technologies to ensure that the confidentiality, integrity and availability of all its online services and its data are adequately secured from the prevailing cyber security threats. The Company safeguards its data with advanced security systems and successfully defends the system against malicious virus or other cyber threats.

IRCTC E-Ticketing System is a well-protected system, equipped with industry-standard state-of-the-art security technologies for protection from cyber threats and data theft. This includes Network Firewalls, Network Intrusion Prevention System and Web Application Firewalls etc. The website runs on an Extended Validation (EV) SSL/TLS Certificate that provides end-to-end data encryption between the website and its users. Sensitive data like user ID/passwords is stored in encrypted form in the database.

On-line payment on E-ticketing system is fully secured as Credit/ Debit Card data of users are not captured or stored in the IRCTC system. All online payment integration, including net banking and Credit/Debit Card are implemented on the URL-redirection model wherein all users are redirected to concerned banks/ payment gateway websites for the on-line payment process, fully eliminating any chance of Credit/Debit card data leakage at the IRCTC end.

This year, the company has also refreshed the ICT Infrastructure for its Travel & Tourism and Catering services, and has deployed a number of cyber security solutions viz. Web Application Firewalls, Privileged Identity Management, Secure Email Gateway and Malware Sandboxing solutions with the objective of enhancing its cyber security posture.

Showing its commitment toward cyber security, the company has approved the project of Compliance Audit for Payment Card Industry Data Security Standard (PCI DSS) in March 2021 for its Travel & Tourism business. PCI DSS Compliance for the Travel & Tourism business is expected in year FY2021-22.

PACKAGED DRINKING WATER (RAIL NEER)

As on 31st March, 2021, IRCTC has 14 operational plants located at Nangloi, Danapur, Palur, Ambernath, Amethi, Parassala, Bilaspur, Sanand, Hapur, Mandideep, Nagpur, Jagiroad, Maneri and Sankrail, of which the plants at Amethi, Parassala, Sanand, Hapur, Mandideep, Nagpur, Jagiroad, Maneri and Sankrail which operate under the PPP model.

Performance of Rail Neer plants during FY2020-21 as compared with FY 2019-20 is tabled hereunder:

Financial Year Production (bottles in Crore) Turnover (Rs. In crore) Plant Utlisation (%)
2020-21 7.53 69 (Approx.) 19.45%
2019-20 27.50 237.99 79%

Quality: Rail Neer Plant at Nangloi, Danapur, Palur and Bilaspur are accredited with ISO: 9001- 2015 quality management system certification and Rail Neer Plant, Ambernath is accredited with ISO:22000-2015 certification.

The result of the tests carried out by the accredited laboratories on Rail Neer Packaged Drinking Water indicates that the quality of Rail Neer conforms to European Economic Community (EEC) norms for pesticide residue.

During 2020-21, a new Rail Neer plant at Una (Himachal Pradesh) has been set up.

Technology/Capacity upgradation:

To combat design duplication and consequent sale of spurious water, a hologram has been embedded on the Rail Neer bottle as a safety feature.

Use of Handheld Terminals (HHT) for monitoring Rail Neer distribution operations in plants.

Rail Neer Carrying and Forwarding Agencies (CFAs) have been empowered to issue invoice through Handheld Terminals (HHTs) to licensees, enabling live record and reconciliation of sale and supply of stock to trains and catering units in one plant as a pilot project. This has simplified the process of bill settlement in real time, rendering accurate results every time. It has also resulted in savings in stationary and offers time for reconciliation. Further, the data has been proposed to be populated on IRCTCs server to assess performance of Rail Neer operations and utilise it as a decision-making tool.

ON TRACK

Average daily requirement of Packaged Drinking Water on Indian Railways is approx. 18-20 lakh litres/day. IRCTCs production capacity is around 14.08 lakh litres/day, spread over fourteen working plants. With the commissioning of six more plants, capacity will be enhanced to approx 18.4 lakh litres/day, and it will be operational by 2021-22. It is considered adequate for meeting the current demand from Indian Railways. Commercial operation of newly set up rail Neer Plant at Una has started on 31st July, 2021.

Rail Neer Plant at Bhusawal (Maharashtra) is in advanced stages of completion and Rail Neer Plants at Mallavalli near Vijayawada and Simhadri near Vishakhapattanam are in civil construction phase. All these plants are expected to be commissioned in FY2021-22.

Further, setting up of two more plants at Bhubaneswar and Kota are under the tendering process.

Water Vending Machines

IRCTC provides purified, chilled and potable drinking water to railway passengers at an affordable rate (@ RS. 5/- per 1 litre) through Water Vending Machines (WVMs), installed at various railway stations, thereby reducing pollution on account of lesser consumption of plastic bottles.

Till 31st March 2021, your Company has cumulatively installed 1926 Water Vending Machines. Out of 1194 stations of category of A1, A, B and C, a total of 685 stations have been provided with WVMs, covering around 97% of A-1 category stations.

HUMAN RESOURCE DEVELOPMENT

The Human Resource Development (HRD) function in IRCTC has been designed in a way to adopt the latest methods to constantly update the knowledge, ability, skills and productivity of the employees. IRCTC firmly believes in the resource-based theory, which emphasises that investment in people adds to the value of the company. HRD also ensures putting the right people to the right task to get the maximum output. The employees are provided appropriate guidance for transformation of their knowledge into skills. The employees are encouraged to engage as partners in the organisation which creates a healthy and harmonious environment for achieving the aims/objectives and targets of the corporation.

As on 31st March, 2021, the Company had total manpower strength of 2296 with the following details:

Category No. of Employees
Regular Employees 1372
Deputationists 45
On Contract 305*
Out-sourced 574#

*Engaged on contract basis for mobile catering supervision for a period of two years.

 

# Engaged through manpower agency for supplying support services.

The percentage of women employees, SC/ST/OBC employees, persons with disabilities and ex-servicemen out of regular employees of the Company is mentioned below:

Category No. of Employees % of total no. of regular employees (1372)
Women employees 113 8.23
SC Personnel 263 19.16
ST Personnel 73 5.32
Other Backward Classes 341 24.85
Persons with Disabilities 12 0.87

Employee Welfare

Human Resources being a very vital organ in the organisation, there is a need for welfare activities which helps in keeping the morale and motivation of the employees high to retain the employees for a longer duration. The Human Resources (HR) Department took the following welfare measures during 2020-21:-

Comprehensive Group Insurance Scheme: Earlier coverage of accidental death as well as natural death under the Comprehensive Group Insurance Scheme amounted to 60 months basic pay plus Dearness Allowance, which has now been enhanced to 70 months basic pay plus Dearness Allowance for all employees, including deputationists working in IRCTC.

Staff Welfare Measures in IRCTC during the Covid-19 pandemic

1. On following dates, RT-PCR Testing Camps were organised:

S. No. COVID Testing Schedule No. of Testing (approx.)
1. 14-15 July, 2020 316
2. 16th Sept., 2020 198
3. 14th Oct., 2020 184
4. 24th Nov., 2020 192

2. Not a single regular or outsource employee was retrenched during the lockdown period and thereafter. All the outsource personnel were granted RS. 2,000/- as ‘Pandemic relief in the month of March, 2020, after lockdown to mitigate the hardship faced due to outback of pandemic.

3. An expenditure of RS. 16,46,544/- (up to 31.03.2021) has been incurred towards the medical treatment of IRCTC employees for Covid-19 virus-related ailments.

4. Daily sanitisation of offices/work places is being done twice a day and deep sanitisation is being done after working hours. Covid Kits viz. masks, gloves, face-shield, sanitizers & medicines, were distributed amongst the staff. Contactless hand-sanitiser machines were installed.

5. Medical Equipments worth RS. 5.00 lakh, like oxygen concentrators, oxygen cane, Oximeter, thermometer etc. have been procured for the medical emergency of staff and their family members.

6. The IRCTC website as well as the Mobile-App was updated with Covid-related instructions. Placards, for spreading awareness about the pandemic, were displayed in office premises.

7. Training programmes on Covid awareness and other managerial modules were organised for employees and Licensee Catering Staff:

Name of the Programme Attended by Duration Dates No. of Participants
1. Training on Prevention of COVID-19 for onboard Licensee Catering Staff - by IRCTC Internal Resource Person Licensee Catering Staff 30-45 min. June-July, 2020 1076
2. Online Training on COVID-19 Awareness for Executives – by M/s Bureau Veritas E-0 and above employees 2 days July-Aug, 2020 100
3. Online Training on COVID Awareness for Tourism Supervisors – M/s TUV Nord Supervisors 3 days July-Aug, 2020 83
4. Online Training on COVID Awareness for Catering Supervisors – M/s AIHTM (ITDC) Supervisor 3 days July-Aug, 2020 107
5. Online Training on COVID Awareness for Workmen – by M/s AIHTM (ITDC) Workmen 3 days Oct-Nov, 2020 300
6. Online training on GeM (Govt. e-market place) for CO & NZ Supervisors & Executive & above Half day 31.09.2020 -01.10.2020 50
7. Online training on GeM (Govt. e-market place) for SCZ Supervisors & Executive & above Half day 19.10.2020 23
8. Online training on GeM (Govt. e-market place) for EZ Supervisors & Executive & above Half day 20.10.2020 18
9. Online training on GeM (Govt. e-market place) for SZ Supervisors & Executive & above Half day 21.10.2020 24
10. Online training on GeM (Govt. e-market place) for WZ Supervisors & Executive & above Half day 21.10.2020 22
11. Sexual Harrsment of Women at Workplace - by Adv. Smita Bankoti Supervisors & Executive & above Half day 25-26 Nov,2020 55
12. Breaking the Glass Ceiling - by FCTD Supervisors & Executive & above 3 day 9-11 Dec, 2020 32
13. Motivational Workshop Asst. Managers & above 1 day 30 Jan, 2021 140
14. Communication & Team Work - by Neeti Phool Supervisors & Executive & above 2 day 23-26 Feb, 2021 42
15. Empowerment of Women through Spirituality Supervisors & Executive & above Half day 12 March, 2021 26
16. Leadership Getting Result - by Jaipuria Institute Executive & above 1 10 hrs Feb - March, 2021 30
Total 2128

Engagement of Apprentices: As per the Ministry of Skill Development and Entrepreneurship guidelines, IRCTC is fulfilling its obligation of engaging apprentices for training in the band of 2.5% to 10% of the sanctioned strength. For this period of training, a stipend is paid to each apprentice as per directives of the Ministry of Skill Development & Entrepreneurship. But, due to the pandemic, the fresh engagement of apprentices could not take place during the year FY2020-21. However, the tenure of the previous apprentices was extended as per guidelines of the Ministry of Skill Development & Entrepreneurship.

Alternative Method of Medical Treatment: To promote the alternative method of medical help, IRCTC is providing free consultation services of Homeopathy Physicians to the employees of the Corporate Office and North Zone. Homeopathic treatment has helped a large number of staff and their families in treating day-to-day illness i.e. common cough, cold and prevention of seasonal diseases.

Industrial Relations

During the year, the Industrial Relations in the Company have been cordial without loss of any man-days. The Corporation has an effective grievance machinery for redressal of the complaints/ grievances of its employees. An effective work culture has been established in the company through empowerment, transparency, decentralisation and practice of participative management.

Particulars of Employees

As per provisions of Section 197(12) of the Companies Act, 2013 read with the Rule 5(2) and 5(3) of the Companies (Appointment and Remuneration of Managerial Personnel) Rules, 2014, every Company is required to give a statement showing the names and other particulars of the employees drawing remuneration in excess of the limits set out in the said rules in the Annual Report of the Company.

However, as per notification dated June 05, 2015 issued by the Ministry of Corporate Affairs, Government of India, Government companies are exempted from complying with provisions of Section 197 of the Companies Act, 2013 and Rules made thereunder.

Your Company is a Government company, therefore, such particulars have not been included as a part of the Directors Report.

USE OF INFORMATION TECHNOLOGY (IT) /ERP

During the year, the Company has successfully implemented the upgraded version of Oracle ERP Release 12. Modules like Financial, Purchasing, Inventory, Procurement Contract, Database, ARCS (Account Reconciliation Cloud Services) with enhanced functionalities are implemented in the Company on a pan-India basis. All official data of the organisation has been maintained electronically in a secure environment with users access rights control. The company also implemented an E-office system. IRCTC has appointed an agency for designing, operating & maintenance of water supply chain management system software to be implemented in all 14 Rail Neer plants across India. Testing on a pilot project basis at the Rail Neer Plant Nangloi has been done successfully. The in-house developed of software application for online vendor empanelment for READY TO EAT & PAD items has been successfully implemented. A management tool for maintaining transparency & to ensure timely payment of vendor bills, Bill Tracking System has implemented in the organisation. Server hardware has been collated at the data centre to maintain uniformity of crucial applications being accessed globally by IRCTC employees as well as the general public. Procurement through the tendering process at Government E-marketing portal was done for the first time in IRCTC and the same is being followed so far. The Company also has a hardware and a software set up for conducting meetings / discussion / seminar /training etc. through Video Conferencing systems.

Access Management System - To control the entry in office premises an access management system with face recognition feature was implemented. The first successful run of the Golden Chariot Express was done and provisioning of IT assets for efficient working from home operations during the pandemic was done.

VIGILANCE

The Vigilance Department is at present headed by a full-time Chief Vigilance Officer. The Vigilance Department of IRCTC consists of 12 officials including CVO. During the year, emphasis continued on ‘Preventive Vigilance to improve the system and procedures, thereby increasing transparency, accountability and reducing the scope for discretion.

During the year 2020-21, the Vigilance Department investigated in detail 8 complaints and 30 complaints were forwarded to the concerned departments for necessary action. Nearly 180 e-mails, complaints from various sources, were also processed. Total 43 Preventive/Surprise checks resulted in the recovery of a fine of RS. 29,48,290/- from catering licensees, e-ticketing agents etc. Suitable punitive action was also taken against the erring officials. On the recommendations of vigilance, two system improvements were implemented by the various departments of IRCTC. Regular exchange of views between the CMD, the CVO, Directors and other senior management was established for better co-ordination and overall improvement in Vigilance functioning. CVC and his officials were consulted regularly for effective flow of instruction/guidelines. Further, a "Bill tracking System" was introduced. E-tendering in catering contracts has been implemented for both open and limited tenders. Forensic Audit of bid documents submitted by the bidders has been started, based on suggestion by Vigilance.

As per the directives of the Central Vigilance Commission (CVC) the Vigilance Awareness Week was observed at IRCTC from 27th October, 2020 to 2nd November, 2020 with the theme "Satark Bharat, Samriddh Bharat (Vigilant India, Prosperous India)" and all employees took the "Integrity Pledge". Various programmes/ competitions/ seminars were conducted in all the offices of the IRCTC with a view to create awareness about preventive measures through a system improvement.

Integrity Pact

IRCTC has implemented the integrity pact programme in line with the recommendations of the Central Vigilance Commission with an objective to ensure that all activities and transactions between a Company or Government departments and their Suppliers are handled in a fair, transparent and corruption-free manner. IRCTC has adopted the Integrity Pact. One Independent External monitor has been appointed in IRCTC with the approval of the CVC. A coordinator has also been appointed for Integrity Pact which is now being used in all the tenders which are beyond the identified threshold values.

Whistle-Blower Policy/ Establishment of Vigil Mechanism

Disclosure regarding establishment of vigil mechanism is included under the Corporate Governance Report at

Annexure-"B".

CORPORATE SOCIAL RESPONSIBILITY

The Company has been actively engaged in various CSR activities over the years, encompassing the entire gamut of social welfare / upliftment activities across the nation. The Company has identified thrust areas under CSR, which inter alia include healthcare and sanitation, education and empowerment of women and socially / economically backward groups, etc. During the year, the Company spent the entire budget of RS. 10.44 crore on various CSR activities. A report on the Companys CSR activities as per the provisions of the Companies Act along with the CSR highlights for the year is annexed at Annexure-"C" to the report. The composition of the CSR Committee is provided in the Corporate Governance Report. The CSR vision Document of the Company can be accessed at the website of the Company on the web link https://www.irctc.com/assets/ images/CSR-Vision-Document.pdf

COMPLIANCES UNDER APPLICABLE LAWS/ REGULATIONS

Right to Information Act, 2005

An elaborate mechanism has been set up throughout the Company to deal with matters relating to The Right to Information Act 2005. As required under the RTI Act, detailed information is hosted and regularly updated on the official website of the Company, i.e https://www.irctc.com/rti.html which inter-alia includes details of CPIOs / APIOs/Appellate Authorities, third party audited reports on mandatory disclosures, etc. To deal with RTI applications in a fast track mode, IRCTC generates one Unique Registration No. (URN) for each application and the same is replied by the concerned CPIO/PIO well within the prescribed time limit

The Company has aligned with the online RTI portal launched by DoPT, Govt. of India, and all the applications/ appeals received through the portal are disposed off through the portal only. The Quarterly Reports / Annual Reports are submitted, within the prescribed timeline, on the website of the Central Information Commission, i.e., www.cic.gov.in.

During 2020-21, a total of 2304 cases under the RTI Act, 2005 were received and all the applications were disposed off in a timely manner.

Particulars No. of applications received as transfer from other PAs u/s 6(3) Received during the year [including cases transferred to other PAs] No. of cases transferred to other PAs u/s 6(3) Decisions where requests/ appeals rejected Decisions where requests/ appeals replied
Requests 59 2304 462 6 1789
First Appeals 0 129 6 0 127

Presidential Directives

No Presidential Directive was received during the year.

Rajbhasha (Official Language)

The Company is committed to implementation of Hindi in day-to-day functioning at its various offices / locations/ units. The provisions of Official Language Act, 1963 and Rules notified thereunder are complied with in letter and spirit. In order to increase the pace of development and use of Hindi, the Department of Official Languages has been constituted in the IRCTCs Corporate Office for coordination in all matters related to the progressive use of Hindi as the official language. In addition, the Company has also nominated Official Language Officers and Assistant Official Language across all the zonal offices

The Company also provides the facility of a library in all the Zonal offices as directed by the Department of Official Language.

Communications received in Hindi and any application, appeal or representation written or signed by an employee in Hindi is replied to in Hindi. Various activities were undertaken during the year, such as organising workshops, training, meetings, various competitions etc. for outstanding and noteworthy contribution in Rajbhasha, number of incentives and reward schemes are in force.

A Hindi week was organised from 14th September, 2020 to 21st September 2020 in the Corporate Office in which various competitions, such as Hindi dictation, Hindi Essay, Hindi noting and drafting, Hindi Typing and Self Hindi story & Poem writing competition were organised, where a large number of participants took part. Winners were awarded cash prizes along with a Certificate.

During the year, the Corporate Office of IRCTC was inspected by the Second Sub-Committee of Parliament Committee on Official Language. The Committee, after a detailed inspection, expressed satisfaction and appreciation of the official language related work of the Corporate Office.

Disclosure Requirement under Sexual Harassment of Women at Work Place Act (Prevention, Prohibition and Redressal Act) 2013

The provisions of the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013 and the rules thereon are being strictly complied with. The Company is committed to the prevention of sexual harassment of women at workplace and takes prompt action in the event of reporting of such incidents. In accordance with the Act, to provide protection against sexual harassment of women at workplace and to maintain their safety, IRCTC has nominated the Internal Complaints Committee(s) with the composition as required under the Act, at the Corporate Office as well as Zonal offices of the company.

During the year, no complaint of sexual harassment was received by the Company.

Procurement from Micro and Small Enterprises (MSEs)

In line with the Public Procurement Policy of the Government of India, as amended, the Company is required to procure minimum 25% of the total procurement of Goods and Services from MSEs, out of whicRs. 4% is earmarked for procurement from MSEs owned by SC / ST entrepreneurs and 3% from MSEs owned by women. The procurement from MSEs was as under:

Parameters Targets Actual
Total Procurement from MSEs (General, Reserved SC/ST & Women 25% 23.17%
Procurement from Reserved SC/ST MSEs 4% (Sub- target out of 25%) Nil
Procurement from Women owned MSEs 3% (Sub- target out of 25%) 2%

The deficit under the targets and sub-targets was due to non-availability of vendors.

Several initiatives are being undertaken to identify the entrepreneurs for procurement of goods and services from MSEs owned by SC / ST enterprises viz., Launch of SC/ST hub/ link to provide support to SC/ST Entrepreneurs. The Hub/link will support existing SC/ST entrepreneurs and enterprises in technological upgradation and capacity building thereby enabling them to effectively participate in IRCTC procurement processes. The aim is to provide professional support to Scheduled Caste and Scheduled Tribe Entrepreneurs to fulfil the obligations under the Central Government Public Procurement Policy for Micro and Small Enterprises Order 2012, adopt applicable business practices and leverage the Stand-Up India initiative.

In exercise of powers conferred by Section 9 of the Micro, Small and Medium Enterprise Development Act, 2006 (27 of 2006), the Central Government issued instructions that all CPSEs shall be required to get themselves on boarded on the Trade Receivables Discounting System (TReDS) platform, set up as per the notification of the Reserve Bank of India.

In compliance with the above instruction, your Company is on the TReDS platform to facilitate financing of trade receivables of MSEs by discounting of their receivables and realisation of their payment before the due date.

Memorandum of Understanding with Department of Public Enterprises

The Company is expecting "Very Good" rating based on the outcomes achieved with reference to the key performance indicators (KPIs) enshrined in the Memorandum of Understanding (MoU) for the financial year 2020-21.

Knowledge Management System

Aiming to achieve significant pinnacle through a common knowledge management portal, which helps in identifying, creating, organising, distributing and transferring vital knowledge among employees within and across organisations, the SAMANVAYA platform has been developed by the Department of Public Enterprises. IRCTC is an active member on the platform and updates the details related to the Company regularly.

Likewise, the DRISHTI Dashboard has been created as a part of Vision New India 2022 to reform the role and responsibilities of CPSEs through real-time monitoring of their action plans, derived from the challenges posed out of the CPSE Conclave. The company has fed the information on the portal and regular updation is also being done.

COMPLIANCES UNDER COMPANIES ACT 2013

Annual Return

As required under the provisions of the Companies Act, 2013, the Annual Return is hosted on the Companys website and can be accessed from the link https://www.irctc.com/Annual%20 Return.html.

Deposits

The Company has not accepted or invited any deposits from the public under Chapter V of the Companies Act, 2013 read with Companies (Acceptance of Deposit) Rules, 2014 during the year under review. Therefore, the information required to be reported under Rule 8 (5) (v) of Companies (Accounts) Rules, 2014 is NIL.

Further, as provided in Secretarial Standards, information regarding details of National Company Law Tribunal (NCLT)/ National Company Law Appellate Tribunal (NCLAT) orders with respect to depositors for extension of time for repayment, penalty imposed, if any is also NIL.

Particulars of Loans & Guarantees Given, Investments Made and Securities Provided

During the year, the Company has not provided any loan, made any investment; or provided any guarantee under section 186 of Companies Act, 2013 read with Companies (Meetings of Board and its Powers) Rules, 2014. Therefore, the information to be reported under section 186 of the Companies Act 2013 is NIL.

Contracts and Arrangements with Related Parties

The Company did not enter into any contract / arrangement / transaction with related parties under Section 188 of the Companies Act, 2013 read with Companies (Meetings of Board and its Powers) Rules, 2014 during the year under review. The attention is also invited to Note 44 to the financial statements and Form AOC-2 prescribed under clause (h) of sub-section (3) of Section 134 of the Companies Act 2013 and Rule 8 of Companies (Accounts) Rules 2014 is enclosed as Annexure- "H".

Internal Financial Control System

The Company has in place an internal control system which is commensurate with size, scale and complexity of its operations. Internal audit constitutes an important element in overall internal control systems of the company. The scope of work of the internal audit is well defined and is very exhaustive to cover all crucial functions and businesses of the company. The internal audit of the company is carried out by the independent professional firm appointed for this purpose.

In addition to Internal Audit, M/s S.K. Gujarati, Chartered Accountants were engaged for certification of internal financial control (IFC) for FY 2020-21, in accordance with the provisions of Companies Act, 2013.

The report of Internal Auditor and Internal Financial Control was placed before the Audit Committee for the consideration and deliberations. Details of the internal control system are provided in the Management Discussion and Analysis Report given at Annexure-"A".

Risk Management

The Company has formed a Board Level Risk Management Committee and the details of the composition, meetings held and terms of reference are included under the Report of Corporate Governance.

The Company also has a below Board Level Risk Management Committee constituted of majorly GGM level officers, including GGM (Finance), IRCTC as Chief Risk Officer (CRO). The functions of the Committee are to identify the risks related to the specific business segments of IRCTC in order to establish an appropriate risk management framework in the Company.

During quarterly meetings of below Board Level Risk Management Committee, various risks have been identified and deliberated at the Board level committee. The major risks identified are as mentioned below:

(i) Pandemic Risk

(ii) Dependence Risk

(iii) Competition Risk

(iv) Human Resource Risk

(v) Cyber Security Risk etc.

The details of the identified risks with their mitigation strategies is mentioned in the Management Discussion & Analysis Report enclosed as Annexure-"A".

Significant and Material Orders

There are no significant or material orders passed by the regulators or courts or tribunals impacting the going concern status and the Companys operations in future.

Secretarial Standards

The Company has complied with Secretarial Standards issued by the Institute of Company Secretaries of India to the extent applicable.

Investor Education & Protection Fund (IEPF)

The details of unpaid / unclaimed dividend and shares transferred to the IEPF in compliance with the provisions of the Companies Act, 2013 has been provided in the Corporate Governance Report.

Reporting of frauds by Auditors

The Auditors in their report for the year have not reported any instance of fraud committed by the officers/employees of the Company.

Credit Rating of Securities

During FY 2020-21, the Company has not received any credit rating by the rating agencies. Further details are mentioned in the Corporate Governance Report.

Corporate Insolvency Resolution process initiated under the Insolvency and Bankruptcy Code, 2016

The Company has no information to disclose under above.

Failure to implement any Corporate Action

The Company has implemented all Corporate Actions successfully within prescribed timelines. Therefore, the Company has nothing to report under this.

Green initiatives in Corporate Governance

In line with relaxations extended by MCA and SEBI due to the Covid-19 pandemic and in furtherance of the ‘Green Initiative, the Company has effected the delivery of Notice of the AGM and the Annual Report through electronic mode to those Members whose e-mail IDs were registered with the respective Depository Participants viz. National Securities Depository Limited and Central Depository Services (India) Limited. Further, as a part of green initiative, the agenda for the meetings are sent through electronic mode ensuring encryption and password protection.

Particulars relating to conservation of Energy, Technology Absorption and Foreign Exchange Earnings and Outgo etc.

The details pertaining to Conservation of Energy and Technology Absorption; and Foreign Exchange Earnings and Outgo, as required to be disclosed under Section 134(3)(m) of the Companies Act, 2013 read with Rule 8 of the Companies (Accounts) Rules, 2014 is given as under:

All out efforts and initiatives are taken by IRCTC to minimise adverse environmental impacts from its operations, products & services by using processes, practices, materials and products that avoid, reduce and control pollution. Compliance with the relevant environmental laws and effective operation of the various pollution control facilities are ensured at all the plants/ units for ensuring a safe and clean environment and to reduce the dependence on conventional energy sources.

Further, in its catering operations, the Company has adopted several innovative techniques to save energy and water in its Base kitchen at NDLS by shifting on Piped Natural Gas based cooking instead of traditional LPG cylinder and re-using of RO waste water in cleaning, washing and bathrooms at BK-NDLS. IRCTC also replaced fix36 watts/2x40 watts light with energy efficient 28 watt LED light fixtures.

The details on the above are mentioned in the Business Responsibility Report enclosed as Annexure – "D".

Technology absorption-

Details are mentioned below in the table:

Particulars Status
(a) the details of technology imported; NIL
(b) the year of import; NA
(c) whether the technology has been fully absorbed; NA
(d) if not fully absorbed, areas where absorption has not taken place, and the reasons thereof; NA

Expenditure incurred on Research and Development

Your Company does not undertake exclusive research projects as it does not have the presence in such a domain.

However, to improve the technical capability and enhance competence, some methods and techniques have been developed and innovative systems have been introduced for its business segments.

Foreign exchange earnings and Outgo

The Foreign Exchange earned in terms of actual inflows during the year and the Foreign Exchange outgo during the year, in terms of actual outflows, compared to previous year is mentioned below:

(Rs. in Crore)

Particulars 2020-21 2019-20
Foreign Exchange Earning 9.85 43.32
Foreign Exchange Outgo
Foreign Travelling Expenses 0.01 0.47

Retirement of Directors by rotation

As per the Companies Act, 2013 the provisions in respect of retirement of Directors by rotation will not be applicable to Independent Director. Also, presently, the Company has not any Independent Directors on its Board. In view of this, no Independent Director is being considered to be retired by rotation but all other directors will be retiring by rotation. Accordingly, one third among all other directors namely Shri Neeraj Sharma, Executive Director (PM), Railway Board and Government Nominee Director is liable to retire by rotation and being eligible, offers himself for reappointment.

Policy on performance evaluation of Directors

The provisions of Section 134(3)(p) of the Companies Act, 2013 require a listed entity to include a statement indicating the manner of formal evaluation of performance of the Board, its Committees and of individual Directors. However, the said provisions are exempt for Government Companies. IRCTC being a Government Company under the administrative control of the Ministry of Railways is also exempted from the above mentioned provisions of Companies Act.

In IRCTC, the evaluation of performance of Functional Directors includes self-evaluation by the respective functional directors and subsequent assessment by CMD with final evaluation by the Ministry of Railways.

The performance evaluation of CMD includes self evaluation and final evaluation by the Ministry of Railways.

In respect of Government nominee directors, their evaluation is done by the Ministry of Railways as per the procedure laid down. Since, independent directors are appointed by the administrative ministry, their evaluation is also done by the Ministry of Railways and Department of Public Enterprises.

CUSTOMERS FEEDBACK

JOINT VENTURES/SUBSIDIARIES

The companys only Joint Venture with Cox & Kings Limited, witRs. 50:50 equity in the name of Royale Indian Rail Tours Limited (RIRTL), was incorporated on 27th November, 2008 with an objective to acquire, furnish, maintain, manage and operate luxury trains and to market holiday packages with such luxury trains as an integral part.

Accordingly, a luxury train having 23 coaches was manufactured, fabricated and funded by the company and was marketed in the name of Maharajas Express and was leased to the Royale Indian Rail Tours Limited (RIRTL) for the purpose of running, operating and managing the luxury tourist train for a period of 15 years. However, due to certain issues between the equity partners, the lease of the luxury train was withdrawn and the JV Agreement dated 10th December, 2008 was terminated on

12th August 2011. The Honble Supreme Court permitted IRCTC to operate the said luxury train. Cox & Kings Limited initiated arbitration proceedings seeking restoration of Joint Venture Agreement. The arbitration is at the final argument stage before Arbitral Tribunal.

IRCTC has also filed a petition against Royale Indian Rail Tours Limited (RIRTL) and Cox & Kings Limited and others before National Company Law Tribunal (NCLT) (erstwhile Company Law Board) under sections 388B, 397, 398, 399 and 403 of the Companies Act, 1956 and the said petition is subjudice and listed for arguments. NCLT has declared the said company (RIRTL) to be in managerial dispute. Details of the Joint Venture are covered in the notes to accounts of the financial statements for the periods ending 31st March, 2021 vide note no. 37.3 and 45. The parties have also taken permission from the NCLT for not holding the Board and General meetings of RITRL without its approval in July, 2013.

CONSOLIDATION OF FINANCIAL STATEMENTS

As mentioned in the paragraph above, the Board meetings and general meetings have not been held in RIRTL since financial year 2010-2011, due to pending dispute with Cox & Kings Limited. Therefore, the consolidation of financial statements as required under section 129(3) of the Companies Act 2013 could not be done as also explained and disclosed vide Note No. 45 of the Notes to accounts of the financial statements for the period ending 31st March 2021.

AUDITORS

Statutory Auditor

Under Section 139(5) of the Companies Act 2013, Comptroller & Auditor General of India has appointed M/s P. R. Mehra & Co., Chartered Accountants as Statutory Auditor of the Company to audit the financial statements for the financial year 2020-21. The details of payment made to Statutory Auditor during financial year 2020-21 on consolidated basis is mentioned below:

Particulars Amount (Rs. in crore)
Statutory Audit Fees, Tax Audit Fees and Limited Review Fees RS. 0.23 Crores

Secretarial Auditor

Pursuant to Section 204 of the Companies Act, 2013 read with Companies (Appointment and Remuneration of Managerial Personnel) Rules, 2014, IRCTC has appointed M/s Amit Agrawal & Associates, an independent firm of practicing Company Secretaries to conduct Secretarial Audit for the financial year 2020-21.

The Secretarial Audit Report for the financial year ended March 31, 2021 is enclosed as Annexure-"F" to this report.

Internal Auditor

As per the Section 138 of the Companies Act, 2013 read with Rule 13 of Companies (Accounts) Rules 2014, the Company has appointed M/s S. Ramanand Aiyer & Co., Chartered Accountants, an independent accounting firm to undertake the assignment of internal audit for FY2020-21. The details regarding scope and functions of the firm is placed in the Management Discussion and Analysis Report.

Cost Auditor

The business segments of IRCTC are not covered under Cost Audit Rules notified by Ministry of Corporate Affairs. However, the Company conducted the cost audit of cost records maintained by the Rail Neer Plants on a voluntary basis only through M/s R.J. Goel & Co. as the Cost Auditor for the year 2020-21.

COMMENTS OF COMPTROLLER & AUDITOR GENERAL (C&AG) OF INDIA

The Comptroller & Auditor General of India has undertaken supplementary audit on the financial statements of the Company for the year ended 31st March, 2021 under Section 143(6) of the Companies Act, 2013.

The comments of the C & AG on the Annual Accounts of the Company for the year ended 31st March, 2021 shall also form part of this report.

DIRECTORS RESPONSIBILITY STATEMENT

The Board of Directors of the Company in pursuance of section 134 (5) of Companies Act, 2013 confirms that:

(i). in the preparation of the annual accounts, the applicable accounting standards have been followed along with proper explanation relating to material departures;

(ii). the Directors have selected such accounting policies and applied them consistently and made judgments and estimates that are reasonable and prudent so as to give a true and fair view of the state of affairs of the company at the end of the financial year and of the profit or loss of the company for that period;

(iii). the Directors have taken proper and sufficient care for the maintenance of adequate accounting records in accordance with the provisions of this Act for safeguarding the assets of the company and for preventing and detecting fraud and other irregularities;

(iv). the Directors have prepared the annual accounts on a going concern basis; and

(v). the Directors have devised proper systems to ensure compliance with the provisions of all applicable laws and that such systems were adequate and operating effectively.

DIRECTORS AND KEY MANAGERIAL PERSONNEL (KMPs)

The Chairman & Managing Director (CEO), Director (Finance)

/ (CFO), Director (Catering Services), Director (Tourism & Marketing) and Company Secretary are Key Managerial Personnel (KMPs) of the Company.

The following changes have taken place in the Board of Directors and Key Managerial Personnel of your Company since the last Annual General Meeting:

Appointment:

1. In accordance with the Ministry of Railways letter dated 03rd February, 2021, Smt. Rajni Hasija (DIN: 08083674), Director (T&M), IRCTC took over the additional charge of the post of CMD, IRCTC, in addition to her own duties, for a period of 3 months w.e.f. February 3, 2021 or till appointment of the regular incumbent to the post or until further orders whichever is the earliest. The additional charge has been further extended by Ministry of Railways, Government of India vide its letter dated 30th April, 2021 until further orders.

Cessation:

1. Shri Sachin Chaturvedi (DIN: 07960871), Independent Director ceased to be a member on the Board of the Company, due to completion of his tenure of three years on 9th October, 2020.

2. Shri Comal Ramachandran Sundaramurti (DIN: 07965899), Independent Director ceased to be a member on the Board of the Company, due to completion of his tenure of three years on 12th October, 2020.

3. Shri Mahendra Pratap Mall (DlN: 02316235), Chairman & Managing Director, ceased to be a member on the Board of the Company, due to his superannuation on 31st January, 2021.

4. Ms. Sarita Deshpande (DIN: 08098222), Independent Director ceased to be a member on the Board of the Company, due to completion of her tenure of three years on 28th March, 2021.

The following Directors are holding office as on the date of the report:-

Particulars Date of Appointment
1. Smt. Rajni Hasija (DIN: 08083674) Director (Tourism & Marketing) & CMD (Additional Charge) w.e.f. 03.02.2021 From 18th May, 2018 onwards
2. Shri Ajit Kumar (DIN: 07247362) Director (Finance) From 29th May, 2020 onwards
3. Shri Neeraj Sharma (DIN 08177824) Part-time Government Director From 12th July, 2018 onwards
4. Shri Vinay Srivastava (DIN: 08638850) Part-time Government Director From 20th March, 2020 onwards

ACKNOWLEDGEMENTS

The Board of Directors of your Company wishes to record their deep appreciation for the dedicated and sincere efforts of the employees of the IRCTC family, the contractors, vendors, suppliers, partners, for their untiring efforts and contribution made to the Company during the lockdown caused by the Covid-19 pandemic.

The Board would also like to thank the Government of India, particularly the Ministry of Railways, the DIPAM, the Ministry of Tourism, as well as the various State Governments, regulatory and statutory authorities for their valuable guidance and support extended to the Company from time to time. The Board is also thankful to all its stakeholders, including bankers, investors, members, customers, consultants, auditors, contractors, vendors, etc., for their continued support and confidence reposed in the Company.

The Board would like to place on record its appreciation for the valuable guidance and significant contribution made by Shri M.P. Mall, Shri Sachin Chaturvedi, Shri C.R. Sundaramurti and Ms. Sarita Deshpande, during their tenure on the Board of the Company.

For and on behalf of Board of Directors
(Rajni Hasija)
Date: 12.08.2021 Chairman & Managing Director
Place: New Delhi DIN: 08083674