PROJECT REPORT ON DELHI METRO

Table of content 1. Acknowledgement 2. Declaration 3. Introduction of Delhi metro 4. Mission 5. Delhi s metro corporate culture 6. Structure 7. History of Delhi metro 8. Arrangement of fund for Delhi metro 9. World best system of Public transport 10.Delhi Metro rated world-class by UK agency 11.Delhi metro development plan 12.Delhi Metro Rail as conceived In Delhi Master Plan 13.Benefit of Delhi metro 14.Economic benefit 15. Enactment of the Metro Railways (Construction of Works) 16.Act, 1978 17.Delhi metro s plan feeder buses 18.Need for MRTS (Mass rapid transit system) 19.Delhi metro s success story 20.Features of Delhi Metro a) Cleanliness b) Infrastructure c) Fare d) Punctuality e) Coaches f) Station g) General awareness

21. Operations and safety 22.Types of ticket a) Smart card b) RFID token c) Tourist card 23. First Delhi Metro Coach To Come By Air Arrives From Germany 24.Special Features in New Metro Trains 25.Solution for crowd management at busy metro station 26.Market analysis 27.Bibliography

Acknowledgement With sincere thoughts and deep sense of gratitude I would like to acknowledge th e contribution of following groups and individual to the development of my project and successful completion of the Management Research Project in the partial fulfillm ent of the requirement of MBA program of Delhi Business School, New Delhi. In the line I would like to extend my first and foremost gratitude to my guide M r. S.S khullar. Who has been the key person for me in getting corporate exposure. He is the person with whose guidance I learned the difference between the theory and pract ical application of the concept of knowledge workers. Also, he kept a close supervisi on on me and guided me at every step.

Declaration I Sandeep yadav declare that this project report entitled Customer satisfaction is an original piece of work done and submitted by me towards partial fulfillment of m y Master of Business Administration. Sandeep Yadav

Objective To analyses the satisfaction of Passengers availing the facility of DMRC

Introduction of Delhi Metro For implementation and subsequent operation of Delhi MRTS, a company under the name DELHI METRO RAIL CORPORATION was registered on 03-05-95 under the Companies Act, 1956. DMRC has equal equity participation from GOI and GNCTD.

Mission To cover the whole of Delhi with a Metro Network by the year 2021. Delhi Metro to be of world class standards in regard to safety, reliability, punctuality, comfort and customer satisfaction. Metro to operate on sound commercial lines obviating the need for Government support.

Delhi Metro s corporate culture We should be totally dedicated and committed to the Corporate Mission. Personal integrity should never be in doubt; we should maintain full transparenc y in all our decisions and transactions. The Organization must be lean but effective. The Corporation must project an image of efficiency, transparency, courtesy and we mean business attitude. Our construction activities should not inconvenience or endanger public life nor should lead to ecological or environmental degradation. All our structures should be aesthetically planned and well maintained. Safety of Metro users is our paramount responsibility. Our stations and trains should be spotlessly clean. Our staff should be smartly dressed, punctual, polite and helpful to the customers. Employees should discharge their responsibilities with pride, perfection and dignity

Structure Chairman - Shri M Ramachandran Managing Director - Dr. E. Sreedharan Total No. of Directors Nominee of Govt. of India 16 5

Nominee of Govt. of NCTD - 5 (Including MD) No. of full-time functional Directors at present including MD 7

The corporate office of the company is located at Metro Bhawan, Fire Brigade Lane, Barakhamba Road New Delhi - 110001, India

History of Delhi Metro Delhi became the seat of Government of India in 1911 when the Imperial Government shifted its capital from Calcutta to Delhi. Initially the capital was located on the Ridge, north of the walled city of Delhi. As this site was not found suitable to serve as the seat of the Government, a new city, namely, New Delhi, located to the south of the walled city was planned. Construction work of New Delhi started in 1912 under the supervision of renowned city planner s and architects, Sir Edwin Lutyens and Sir Herbert Baker. Construction of New Delhi w as completed in 1931 when the seat of the Government was shifted to this new place. The city has continued to grow since then at a fast pace. National Capital Territory of Delhi today covers an area of 1486 sq Kms and is a Union Territory with all powers of State Government. The history of planning a Metro Project for Delhi dates back to 70's. The Central Road Research Institute (CRRI) undertook the first exhaustive study on traffic and travel characteristics of Delhi in 1969 70. While bringing out extensive data describing the traffic and travel characteristics, it developed mathematical models to project travel demand. By examining several alternatives, it recommended for a Mass Rapid Trans it Network for Delhi. Metropolitan Transport Team (MTT), Indian Railways, has revie wed the above schemes. MTT sought for some modifications to recommendations of CRRI and planned for a well knit Mass Rapid Transit System for the capital city of In dia. The system comprised of 36 Km of underground corridors aligned two axes North-South and East-West Corridors and 96 Kms of surface rail corridors. Metropolitan Transport

Project (MTP-R, set up by the Ministry of Railways, Government of India) prepare d an engineering plan to construct the MTR system. Since CRRI proposal was based on transport demand projection up to the year 1981 , it was assigned to Town & Country Planning Organization the work of further project ion of demand to the year 2001. Its concept plan envisaged a network of 58 km undergrou nd & 195 km surface corridors. As a part of the techno-economic feasibility study, subsoil exploration were conducted on four specific trunk routes and by the side of exis ting railway tracks and recommended for taking up pilot projects. Delhi Development Authority (DDA) prepared a perspective plan for Delhi (MPD-200 1) in 1984 and recommended for a multi modal transport system comprising of 200 km of Light Rail Transit System, 10 Km of Tramway, an extension to surface rail system and extensive road network. The Urban Arts Commission suggested some modifications t o the proposal of DDA and recommended for the development of the existing Ring Railway with three radial underground MRT corridors. Due to rapid growth especially along the western and eastern parts of the city, a study group was appointed by the Ministry of Railways, Govt. of India to recommend a p recise alignment for the East-West corridor and in 1987 further appointed a Task Force for assessing the choice of exact construction technology. While suggesting some cha nges to the alignment of study group, it recommended for pilot project based on M-Bah n Magnetic Levitation System in case of negation suggested for replacement by Ligh t Rail Transit System. Feasibility Report on Integrated Multi Modal Mass Rapid Transport System of Delh i (IMMRTS) prepared by RITES recommended for three-component system comprising of Rail corridors, Metro corridors and dedicated bus way totaling to 184.5 Km an d further addition of 14 km increased to 198.5 km. The total network contains 16 s ections to be implemented in a sequence based on passenger kilometer carried per kilomet er length of each section. The first phase of the network, now (commissioned) compr ises of 65.11 km of route length with 13.01 km underground called Metro corridor and 52.10 km surface / elevated called Rail Corridor.

Arrangement of Funds for Delhi Metro Rail As urban MRT projects are mean to provide a safe, speedy and affordable mode of travel to the commuters, they have not generally been found to be financially vi able in the most cities of the world, despite their large economic benefits. MRT fares c annot be fixed purely on the basis of commercial principles, without drastic decrease in ridership and defeating the very object of setting up such mass transit system. Hence, the city dwellers must necessarily supplement the contributions to be made by the system users to meet the costs of setting up. as well as running the system. Delhi being nati onal capital and international city, the GOI and GNCTD must also contribute to meet p art of these costs. It has accordingly been decided that the project will be financed b y way of equity contributions from the GOI / GNCTD, soft loan from the OECF (Japan), prop erty development revenue and certain decided levies / taxes on the city dwellers. The loan will rapid partly from surpluses from the box revenue, partly through d edicated levies / taxes in the NCT. The financial plan of the project has been approved by the GNCTD and GIO on 24.7.1996 and 17.9.19996 respectively. Source of fund Percentage of total cost 1. Equity contribution from GOI & GNCTD 15% each 2. OECF (Japan) loan Approx 56% 3. Revenue from property development Approx 6% 4. Subordinate debt towards cost and land Approx 8% The above financial plan is based on: Debt equity ratio 2:1 Fare: Base rate rs. 5.00 (at April 1995 prices) per passenger trip of 7.12 km World best system of Public transport

Delhi Metro is on the threshold of vast changes and developments in India. It is a period of optimism for most Indians, a period when they can legitimately dream of a bet ter life, a better country. The time is, therefore, ripe to imagine the India of the futur e. However, when we contemplate what the country can become, It should not lose sight of the fact that India had a glorious past, not only in terms of economic prosperity but als o on moral values. Delhi metro is proud of being an Indian and the values that are associated with India. Our spiritual heritage and high moral values set us apart , and we should never lose sight of this in our quest for development. Despite its golden past, numerous wars and foreign occupation kept India behind the rest of the world for hundreds of years. Post-Independence, things started to im prove. India has witnessed improvement is the last 60 years, especially in industrializ ation, agriculture and infrastructure development. A lot, however, still needs to be ac hieved. I have noticed a welcome change in the last two decades. Call it the result of e conomic reforms or a new awakening, these last few years have given Indians the confiden ce to

believe in themselves. I am proud that the Delhi Metro also played a small role in this. The construction and operation of this world-class Metro system ahead of schedul e and within the budget has given Indians the confidence to believe that they can buil d the most challenging and technically complex projects. I have spent decades in public transport and infrastructure and the India of my dreams will have a public transport system that can measure up to the best in the world . I know this is possible but many things will have to change before this becomes a reali ty. India is a vast country with long distances and therefore quick, reliable and sa fe transportation systems are most essential for its economic growth. Unfortunately , our planners have not realized that investments in the transport sector come back to the nation manifold, fueling growth in many other sectors. More than 70% of the coun try s goods and population move by roads. A lot needs to be done to lay new roads and improve existing ones, national highways. The golden quadrilateral project is a beginning, and I hope such projects will gather momentum. As for the Indian Railways, an aggressive policy for modernization and improving the safety record is the need of the day. The focus of the Railways should change fr om dedicated freight corridors to dedicated high-speed passenger corridors, to whic h all mail and express trains should be diverted. Capacity thus released will be more than what is needed for freight movement. On the aviation front also, we do not seem to be looking into the future. The co untry needs modern airports and at least three to four times more than the number avai lable today. Greenfield airports are coming up at Devanahalli near Bangalore and Shamshabad near Hyderabad, but many more such projects, especially in remote areas, are required and I am hopeful that air connectivity to all corners of the country will be a reality in the future. While our cities are growing very fast, the urban transport infrastructure is la gging terribly behind. Modern public transport systems like the Delhi Metro are essent ial to sustain economic activities in our cities. Measures to reduce private ownership of cars

and encourage use of public transport are urgently required. Thankfully, after t he success of the Delhi Metro, several Indian cities such as Mumbai, Bangalore, Hyderabad, Ahmedabad and Chennai are now taking up Metro projects. The government has recently come out with a National Urban Transport Policy, whi ch is a good beginning. The government should also seriously think of setting up a sep arate ministry to oversee and expedite Metro constructions in all our cities with popu lations over three million. Only such measures will solve the transportation problems of our medium and large cities. India also needs an administrative environment where decision-making is very fas t. Procedural shackles slow down projects and this situation must change. Delhi Met ro Rail Corporation has been quite successful in this respect and there is no reaso n why government departments and public sector undertakings cannot follow the Delhi Me tro example. Undoubtedly, public transport is one area where vast improvements will have to b e made to build a dream India. Ultimately, the benefits of the country s progress sh ould reach the poor and the villages. Sadly, the progress of the country that we are witnessing is largely limited to urban areas. In the India I envision, all citiz ens will have easy access to education, healthcare and employment. Merely pouring thousands of crore to set up schools and hospitals in rural areas will not fulfill this dream . The government must ensure that teachers and doctors carry out their duties diligent ly. Providing seasonal employment is also not enough. It will be better to take conc rete steps to increase our agricultural output and set up hundreds of vocational trai ning centre. In my 75 years, I have witnessed great changes in India. Some of the changes hav e been for the better and some for the worse. The India of the future, I firmly be lieve, will take its place in the comity of developed nations and I sincerely hope that the moral heritage of my country remains in place. After all, there is no point in prosper ity at the cost of ethics.

Delhi Metro rated world-class by UK agency A Leading international accredition service has rated the performance of Delhi M etro network as world-class. A surveillance witness audit of Delhi Metro was recently conducted by the United Kingdom Accreditation Service (UKAS). The report termed DMRC s housekeeping and operational controls as world-class UKAS is the sole national accredition body recognized by the government to asses s, in accordance with international agreed standards, organizations that provide certi fication, testing, inspection and calibration services. The fact that DMRC included occupational health and safety in an integrated management system is particularly laudable, said UKAS auditor Andrew Marlow. He said DMRC s efforts for water harvesting and energy saving are a model for other b ig organizations to follow DMRC CPRO Anuj Dayal said: It is the management style which is unique. It is base d on practical experience...The credit goes to the managing director and the entir e team . Delhi metro development plan Almost all old cities of the developing countries which are supporting the highe st population densities are facing the problems of heavy traffic, lack of proper se werage & storm water disposal system, lack of parking spaces, and lack of social infrastr ucture

etc. Solving of these problems were not within the capability of the local Autho rities due to non availability of space in such cities and lack of technology. In the present era of science and development, the advent of new technology has made it possible to solve above problems by providing such infrastructure below or ab ove the ground of such cities. For the benefits of the public, the living example of Del hi Metro Rail including its vast railway stations and restaurants etc. which have been co nstructed below and above the ground has been described as below. Delhi Metro Rail as conceived In Delhi Master Plan The walled city of Delhi developed traditionally over a period of time into mixe d land uses associated with whole sale markets is a most congested part of the city fac ing acute traffic problems, lack of parking spaces, and lack of social infrastructur e etc. Recently, the construction of Metro Rail below ground in the said walled city ha s proved that natural constraints coming in the way of development can be overcome with t he application of advanced technology. The Delhi Metro Rail Project is being implem ented primarily to solve traffic problems of Delhi as first of all conceived in Delhi Master Plan in 1960. Benefits of Delhi Metro The 1st. phase, 2nd phase and 3rd phase of Delhi Metro Rail have already been commissioned. The operation of said Metro rail has reduced the traffic congestio n on roads running parallel to the said Metro line. It has also reduced the traveling time of the

commuters. It is considered reliable, safe, and more comfortable mode of transpo rtation as it has reduced the road accidents. In addition, it has reduced atmospheric po llution including noise and has also reduced the fuel consumption of transport sector re sulting in saving of foreign exchange. It reduced the need for parking spaces, expansion of roads, flyovers, laying of new roads etc. in areas which are being served by it. It reflects sense of pride to the city and country having a world class facility. Economic Benefits The Delhi MRTS is essentially a "social" sector project, whose benefits will per vade wide sections of economy. The modified first phase will generate substantial ben efits to the economy by the way of: Time saving for commuters Reliable and safe journey Reduction in atmospheric pollution Reduction in accident Reduced fuel consumption Reduced vehicle operating costs Increase in the average speed of road vehicles Improvement in the quality of life More attractive city for economic investment and growth Enactment of the Metro Railways (Construction of Works) Act, 1978 The proposal of Delhi Metropolitan Rail first of all was conceived in Delhi Mast er Plan, published in 1960. For the implementation of this Project, the Metro Railway (Construction of Works) Act, 1978 was enacted and Delhi Metro Rail Co. was

formulated. The responsibility for implementation of this project was given to S hri Sreedharan by appointing him as Chairman of Delhi Metro Rail Corporation Ltd. He is also known for the completion of Konkan Railway Project in India before schedule . Delhi metro plans feeder buses Delhi Metro Rail Corporation (DMRC) would soon be running special feeder buses, which would provide connectivity to commuters from metro stations to their neare st bus stops. Also, these buses would be equipped with global positioning system (GPS) technol ogy, which would enable smart card users to use them in the buses too. As part of a pilot project, DMRC would be taking 200 buses from Delhi Transport Corporation (DTC), and would be equipping them with GPS technology. Regular Delh i Metro commuters, who already have smart cards, would be able to use them in thes e buses too DMRC Managing Director E Sreedharan said not only would these buses solve the lo ng standing problems of last mile connectivity for commuters, it would be a modern, efficient and commuter friendly transport system These buses would have the same colour scheme as that of the Delhi Metro coaches and the drivers would be given uniforms, Sreedharan said. DMRC has been in talks with Delhi government over issuance of license for runnin g feeder buses from stations for commuters for a long time now. DMRC officials tol d Business Standard that they were hopeful for getting the license in the next thr ee months. The absence of feeder services from Metro stations to bus stops has been a long standing grievance of Delhi Metro commuters A source in DMRC said due to bureaucratic hurdles, the matter had not been resol ved, but with DMRC all set to get the license, the pilot project would solve this pro blem. If the project is found successful, then it would be continued further, the source said .

Need for MRTS (Mass rapid transit system) As cities grow in size, the number of vehicular trips on road system goes up. This necessitates a pragmatic policy shift to discourage private modes and encourage public transport once the level of traffic along any travel corridor in one direction exceeds 20,000 persons per hour. Introduction of a rail based (MRTS) Mass Rapid Transit System is called for. Mas s Rapid Transit Systems are capital intensive and have long gestation period. It h as been observed that in developed countries, planning for mass transit system starts wh en city population size exceeds 1 million; the system is in position by the time the cit y population is 2 to 3 million and once the population exceeds 4 million or so, pl anned extensions to the Mass Rapid Transit Systems is vigorously taken up. In developi ng countries including India, because of paucity of funds planning and implementati on of rail based Mass Rapid Transit Systems has been lagging far behind the requirements. The city of Delhi with a population of round 12 (16.2) million should have had an MRTS network of at 100 (300) KM by this time, whereas actually it is still (65.10 kms) at the take-off stage. Delhi has all the dress-up for an excellent Mass Rapid Transit System to be brought in. It has wid e roads (roads cover 23% of the city area) where road possession for construction is not difficult (except in the old city area). Implementation will also not involve demolition o f large scale private properties. Most of the land required is under Government control and hence can be easily acquired. least ideal

The citizens are enlightened and would eagerly welcome introduction of people fr iendly MRTS though they may initially face some difficulties during the implementation phase. Added to this Delhi has an unassailable advantage in its excellent railway netwo rk comprising two rings and six spurs totaling about 120 KM within the urban area. Unfortunately, these Rail assets are not presently fully being utilized as its s hare of commuter traffic is only a mere 2%. Delhi has experienced phenomenal growth in population in the last few decades. Its population increased from 57 lakhs in 1981 to 120 (162) lakhs 1998 (2006) and is poised to reach 132 (190) lakhs the year 2001 (2011). For want of an efficient mass transport system, the number of motor vehicles has increased from 5.4 lakhs in 1 981 to 30 (51) lakhs in 1998 (2007) and is (increasing at the rate of 6.21 per annum). The number of motor vehicles in Delhi is now more than that of Mumbai, Calcutta, Che nnai put together. The result is extreme congestion on Delhi roads, ever slowing spee ds, increase in road accidents fuel wastage and environmental pollution with motoriz ed vehicles alone contributing to about two thirds of the atmospheric pollution. Today the traffic on roads of Delhi is a heterogeneous mix of cycles scooters bu ses cars and rickshaws jostling with each other. This has resulted in a chaotic situation so much so that due to road accidents, the average number of persons killed per day has increased to 5 and of those injured to 13. The position is expected to deteriora te further in the years to come. To rectify this situation the Government of India and the Government of National Capital Territory of Delhi, in equal partnership have set up a company named Delhi Metro Rail Corporation Ltd. under the Companies Act,1956 which has (already commissioned a 65.10 kms route in Phase-I and is proceeding ahead with another 121 kms in Phase II). has in by

Delhi Metro s success story The facilities on the metro system are not only modern and aesthetic, but are al so easily accessible for disabled commuters, including elderly people. It is probab ly the only agency involved with transportation in India that has incoporated accessible design in its facilities. The new accessible New Delhi Metro Rail Corporation (D.M.R.C.) is ready for use by disabled people and seniors. It is probably the only agency involved with transportation in India that has thought of constructing an overhead ramp for the physically challenged. The ill and the disabled persons who cannot use the foot over bridges or subway, can now take the ramp from St Stephen's side at Tis Hazari station, and directly reach the concourse o r ticketing area, which is on the second level of the station. The facilities on the metro system are designed to be modern, aesthetic, and eas ily accessible for the disabled commuters. There are escalators and accessible eleva tors at all stations. In addition, the entry path is lined with tactile tiles to guid e the visually impaired from outside the stations to the trains. Disabled commuters can also ex pect accessible seating on the trains, as well as Braille instruction signs and audio announcements. The Metro Sahayaks (or Metro Helpers) are present at stations to provide assista nce at all times. Some specific facilities for disabled commuters are: Labels printed in braille in the lifts to indicate floors Elevator control buttons positioned at heights that are accessible to wheelchair users

 Grip rails on the the sidewalls of the elevator car Wide doors for lifts Ramps at the entrance of every station Adequate landing space at the start and end of every ramp Reservation for employment of physically challenged Accessible toilets on every floor Handrails inside toilets Well lit corridors for persons with visual impairments Ticket gate exclusively for disabled passengers Tactile tiles on all common passages Tactile warnings for abrupt change in height or near hazardous areas Audible warnings and announcing devices wherever possible The metro is now offering tours to better acquaint users with the new system. To do so, disabled users can go to the Kashmere Gate station (West End) near Mori Gate Bus Terminal at 10 a.m. on any Wednesday for an orientation. Exactly five years ago Delhiites were introduced to an all new travel experience as the first stretch of Delhi Metro between Shahdara and Tis Hazari was thrown open to the public on dec. 25, 2002. Since then Delhi metro train have run 2.25 carore kms a nd the number of station have increased from 6 to 59. As construction is on to add 79 s tations and 500 train to the Delhi metro network, Time city traces the major achievement s and grey areas in the journey so far. The first stretch of Delhi Metro, spanning across just 8.5 kms, was inaugurated amidst much hype. The system was truly world-class-air-conditioned trains replacing ric kety buses, contactless tokens in place of tickets, escalators, clean platforms and a relief from traffic snarls. It was no surprise then that on day one of operations, abou t 12 lakh people landed up at the stations. The system had been designed to ferry just two lakh, so Delhi Metro Rail Corporation (DMRC) actually gave out advertisements requesti ng people to "defer pleasure trips for the time being and allow essential travel to take place comfortably."

Officials say that the Hong Kong metro had seen a similar rush due to which the system had collapsed right on the first day. It was reopened only about a month later. Another little known fact is that the system which introduced Delhi to token tra vel and escalators had actually given out paper tickets initially. "The managing directo r had got tickets printed in Lucknow, which were used in addition to tokens in the ini tial days as the automated gates couldn't handle the rush," said Anuj Dayal, DMRC s chief spokesperson. The grey areas toilets, the elevated-underground debate and relocation of life i n some areas. "Toilets have now been provided on most stations. If they are unavailable , people have been granted access to staff toilets," Dayal added. But, Panchkuian Road, w hich was made one-way to ease construction of Line three, is still one-way as the cas e of the shopkeepers is still in court. They refused to move into a multi-level complex a t Bhai Veer Singh Marg, since with the metro being operational, road users are still fo rced to take a long detour. The recent underground vs elevated debate for the line from Central Secretariat to Badarpur is also giving DMRC sleepless nights, as the project with a 2010 deadli ne may get delayed if work doesn't start immediately. Features of Delhi Metro

Cleanliness The stations on the route are spic and span and so are the trains. It seems the cleanliness is maintained by not having any stalls on the platforms and by impos ing heavy fines if one is caught eating/drinking on board. Even chewing gum is banne d!. At the metro station and in the train also every time it cleans . Infrastructure The ticketing machine, turn-stiles, escalators, digital signboards, announcement and light systems all are in excellent conditions. Even after extensive use there is no sign of wear. Each station of Delhi Metro has sufficient parking space where people can park

their vehicles and use the metro service. They are also running some feeder bus service to & fro stations. Fare The fare is very nominal. It is only from Dwarka to Rajiv Chowk (previously Conn aught Place) in an air-conditioned vehicle in just Rs.17.00 or to Chandni Chowk for an other five rupees or so. The DMRC has also introduced multi-purpose Smartcards for reg ular commuters. Punctuality In punctuality Delhi metro always on time not a single train comes at station af ter its time. Passenger have not to wait for the train very much time after five or six minutes train comes regularly. So passenger are easily catch the train without waisting there time. Coaches

The Delhi Metro coaches are designed & equipped with modern facilities and ensur es the safety and comfort of passengers. The coaches are fully automatic with doors being operated automatically and there are emergency exits in the train. One can communicate with the driver at any point in case of an emergency. Unlike New Yor k, Paris or Sydney where they have more seating capacity, lesser no. of seats makes it possible for Delhi Metro to carry more passengers. General awareness The general awareness among the commuters was good, none of them looked lost or confused. Perhaps the reason for this was various announcements made on the platforms and inside the trains. They were sufficiently detailed, bilingual and clear. The signs and signboards at different places also played important role Stations The stations have an international look and have special care for handicaps and senior citizens with escalators and lifts in place. Every where way marks are given for the convenience of passenger. Operations and safety

Each train consists of four coaches and can carry up to 240 seated and 400 stand ing passengers. The trains operate at intervals of 3 to 4.5 minutes between 6:00 to 23:00. Coaches on all trains are well ventilated and air-conditioned at a temperature o f 20~22C. Trains operating within the network typically travel at speeds below 80 k m/h, or 50 mph, and stop about 20 seconds at each MRTS station. The MRTS rolling stoc k are manufactured by ROTEM, relying on 1676 mm (5 ft 6 in) track gauge (broad gau ge). As of 2009, the metro system has a total network length of 76.7 km, with 68 stat ions on 3 separate lines (14 underground, 52 elevated and 2 at-grade station All metro stations and trains are monitored constantly by more than 1200 closedcircuit cameras, and specially trained Delhi Metro police are stationed at all stations and trains to deal with law and order issues in the system. Trains are at platform level wi th a small platform gap to allow easy movement of passengers. The Delhi Metro is also one o f the few metros in the world to have plain clothed metro-marshals on trains. Intercom s are provided in each train car for emergency communication between the passengers an d the driver. Eating, drinking, smoking, and chewing of gum are prohibited in the entire syste m. Automated station announcements are recorded in Hindi and English. Many stations have services such as ATMs, food outlets, cafs and convenience stores. Delhi Metro commuters have the following choices for ticket purchase:

 Smart card Valid for one year from the last time of use, these cards are available in denom inations of Rs.50 to Rs. 800. A 10% discount is given on all travel made on it.[35] A dep osit of Rs.50 needs to be made to buy a new card.[35] These cards are most convenient fo r frequent commuters. RFID Token These tokens are valid only for a single journey on the day of purchase and the value depends on the destination. Fares are decided based on the destination station u sing the token table. Fares for a single journey range from Rs.6 to Rs.22 Tourist card These cards can be used for unlimited travels on the Delhi metro network over a short period of time. There are two kinds of tourist cards -the 1 day and the 3 day. C ost of 1day card is Rs. 70 and 3-day card is Rs. 200. First Delhi Metro Coach To Come By Air Arrives From Germany

The first Metro coach to be brought to India by air arrived at the Indira Gandhi International Airport on 26th February 2009 from Germany. The coach was brought by a colossal AN -24 aircraft from Germany and landed at about 5:00 p.m. today. It was received by Dr. E. Sreedharan, MD, DMRC and other DMRC Directors. For the first time, Metro coaches were brought to India by aircraft by Delhi Met ro Rail Corporation. The coach was brought by the colossal Antonov AN -124 aircraft from Parchim Airport, Germany. This was the first of eight Metro coaches, i.e., two trains, which are to be air lifted to Delhi by April 2009. All of them are broad gauge coaches manufactured in Goerlit z, Germany. The trains are being airlifted so that they can be commissioned as quic kly as possible to ease travel conditions on the Metro which recorded a 30% increase of ridership in the last one year. The trains are likely to be commissioned by June 2009 on Line -2 (Central Secretariat -Jahangirpuri) by June 2009. Once all 4 coaches of a train arrive at the depot, they are first integrated int o train formation. The train then undergoes tests for technical parameters inside the de pot before tests on the mainline for load, braking, etc.

Special Features in New Metro Trains The Delhi Metro Rail Corporation (DMRC), which has ordered 131 new trains in vie w of the increased rush on the Metro system in Delhi, will provide passengers with po wer connections inside the coaches so that they can use their laptops and charge the ir mobiles while they are traveling in the Metro. Every new Metro coach of Phase II will have power supply points for this purpose. The Metro coaches in Phase -II will also have reduced noise levels inside the tr ains as the DMRC is making major design changes to reduce the noise levels by use of spe cial sound absorbing cushions in the walls of the Metro coaches and more buffing on t he Metro doors which will be better sealed by reducing the door gaps to ensure that less sound from outside enters the trains thus enabling the passengers to travel in a better ambience. The noise level in the underground coaches has been reduced by 8 decibels(db) as in Phase-I the internal noise levels was around 92 db which will now be only 84 db in Phase-II. In addition, a new type of compressor called Scroll Comp ressor System will be used in the air conditioners of the Phase-II coaches which will b e sealed and is more compact and this will reduce noise level in the coaches further. The Phase-II Metro coaches will also provide a much better level of passenger co mfort as for the first time there will be Humidity control as Humidity Sensors will ac tivate the newly planned heating system of the air conditioner which will eliminate humidit y inside the coaches. The temperature will be maintained at 25 degree Celsius and relativ e humidity will be maintained at 60 % during the summer and monsoon months (in Pha se -I trains, there was only temperature control). With the start of Phase-II the Delhi Metro will start travelling very far distan ces covering around 50 kms in some destinations such as Dwarka-Noida, Gugaon-Jahangirpuri, et c. To avoid confusion for the passengers who will travel on these lines, there will be new destination sign boards in LED on one window of the side wall of each coach so t hat passengers can view the terminal stations while standing on the platform as some

Trains may be terminating at intermediate stations depending upon operational ne eds. This will be necessary as on the same line different trains may be terminating a t different destinations. Phase -II trains will also have Closed Circuit Television Cameras (CCTVs) inside the coaches apart from cameras outside the coaches so that the driver can see the en try and exit of passengers from the train. The driver of the Metro trains will now b e able to observe passenger behavior in every part of the train at all times. The trains in Phase -II are also being designed to travel upto a maximum design speed of 95 kmph as against 90 kmph in Phase -I. The braking system is also better as DMRC will use Wheel Mounted Disc Brakes which will be micro processor controlled . In addition, the train will have energy absorbent couplers which can absorb shock a nd reduce damage to the car body structure in collisions.

Solution for crowd management at busy metro station The advent of Delhi metro rail for the people of Delhi really came as a pleasant achievements after two decades of waiting. When the three lines currently operat ing in Delhi were inaugurated one by one, crowd of people rushed to joyfully attend the inaugurations and many enjoyed traveling with VIPs like Delhi s chief minister and other on such occasions. But people soon realized that the number of travelers in the Delhi metro is much larger than what the Delhi metro can actually accommodate. However a very miserable situation arises at stations like Rajiv chowk, especially when there is some occ asion like the International Trade fair at Pragati maidan, Which is the third station from Rajiv chowk on line-3 (Blue line), the Dwarka-Indraprastha track. The same uncontrolla ble situation is noticed at other important station like Kashmiri gate, Chandini cho wk and New Delhi in the fully underground yellow line from central Secretariat to Vishwavidyalaya. These station may rightly be put in some special category where thousand of passenger can be seen de-boarding the train everyday. When the trains stop at any of these special category stations, the passengers d eboarding experience an uncontrollable attack by the incoming passengers and there is a stampede like situation which even security personnel can not possibly check. Th e forcible entry and exit of passenger pushing madly inapposite check. The forcibl e entry and exit of passengers pushing madly in opposite directions can lead to any mis happening like injuries to passenger or toppling down of old men, women or child ren. The women especially experience horrible moment at such times with their honour at stake as eve teasers can tease them easily and make them feel helpless till they come out of the crowdie mess. The trains are virtually risky missing a stampede narrowly almost everyday durin g the office hours. Young office going girls somehow exist uncomfortably standing erec t in a painstakingly. But the metro train has become so indispensable for the people of the capital that they wait with satisfaction for the further appearance of tracks in areas like

Nehru place and CGO complex. Here tens of thousand people might be waiting for t he facility to reach them to make their journey to offices and back much faster com pared to the horrendous bus journey with repeated traffic jams at red light and other pla ces. It is however equally natural for the Delhiites to emagine Rajiv chowk like situ ations at these special category areas like the Nehru place or CGO complex. One therefore thinks what be done after all to check well in advance such trouble some situati ons mentioned above. In order to think of a solution, one just needs to travel by local trains from t he Navi Mumbai station of Mumbai, and observe the platform on either side of the train. A passenger could get down as well as enter from either of the two opposite doors and even at the entry point of the platform the crowds are halved as people make exi ts and entries from both the platform. How ever imitating such a system of platform on either side might not prove as s imple in the case of the Delhi metro rail of which people of Delhi joyfully exclaim Delhi Metro Mera Metro but just imagine the CGO complex station with a platform on both side and when the train reaches this station the doors open simultaneously and insiders a s well as outsiders apply immeasurable force to make their ways out or in. The reduction of the trouble as compared to single door may not be notable. Is it then possible that one of the platforms is for entry and the other is for exit? But then people entering together may push the exiting people in a very troubles ome way and the outgoing people may feel unduly pushed out. The solution to such a problem comes from the famous quotation of swami Vivekananda- When one door closes, another opens. If therefore the doors for exit open for one minute and a ll the outgoing passengers successfully exit and the doors for entries may open only af ter the closure of exit doors for the boarding passengers to enter.

Never theless for this purpose each special category station will need to have t otal three platform and the two tracks for opposite directions alternately constructed betw een the three platforms. I hope such an arrangement if planned may solve the problem of cowded stations and give some relief from the eve teasers and pick pockets.

Market analysis from the point of customer benefit We take the sample of 83 people. From where we get the customer view about Delhi metro. It is a market survey, which we did at metro stations and market. Q 1. Do you travel in Delhi metro? (A) Yes 99% (B) No 1% People travel in DMR 99% 1% 1 2

Q 2. Are you frequently user of DMRC ( Delhi Metro Rail Corporation LTD)? (A) Yes 56% (B) No 44% Frequently user of DMRC 56% 44% 1 2

Q 3. How many times you travel in a day? (A) (B) (C) (D) (E) Once 34% Twice 37% Thrice 11% More than thrice 10% None of these 8%

No of travel time in a day 34% 37% 11% 10% 8% 1 2 3 4 5

Q 4. Do you use metro on daily basis? (A) Occasionally 63% (B) Regularly 37% use of DMRC 63% 37% 1 2

Q 5. Do you find its fare costly? (A) Yes 38% (B) No 62% Fare is costly 62% 38% 1 2

Q 6. Do you feel Delhi metro helps to solve the transportation problem? (A) Yes 99% (B) No 1% Helps in transportation problem 99% 1% 1 2

Q 7. Do you feel DMRC has reduced traffic in Delhi? (A) Yes 82% (B) No 18% Metro reduced the traffic problem 82% 18% 1 2

Q 8. Do you feel that Metro helps to solve the pollution problem? (A) Yes 95% (B) No 5% Splve the pollution problem 95% 5% 1 2

Q 9. Would you like to see Metro network in NCR region also? (A) Yes 99% (B) No 1% Should metro in NCR region 99% 1% 1 2

Q 10. Do you feel Delhi Metro should work 24x7 ? (A) Yes 89% (B) No 11% Should metro work 24*7 89% 11% 1 2

Q 11. Are you satisfied with the service of DMRC? (A) Yes 93% (B) No 7% satisfy with DMRC 93% 7% 1 2

Disadvantages: The biggest disadvantage of metro in Delhi is the land which is used for the train cannot be used later; land utilization being one of the most serious problems in the country needs to be given a more sincere thought. Limitations: Metro networking Timing of metro Costly services

Conclusions: I would like to conclude by saying that Delhi metro is very useful to us because it not only reduces Transportation problem but also pollution. Overal l the level of satisfaction among the passengers of DMRC is very high.

Bibliography www.google.com www.delhimetrorail.com www.wikipedia.com www.business-stantards.com www.merinews.com www.ncpedp.org Economic times Times of India News paper and magazine The Hindu

Annexure Name: Age: Sex Contact : No.: Q (1) Do you travel in Delhi metro? (A)Yes (B)No Q(2) Are you frequently user of DMRC ( Delhi Metro Rail Corporation LTD)? (A) Yes (B) No Q (3) How many times you travel in a day ? (A) Once (B) Twice (C) Thrice (D) More than thrice Q (4) Do you use metro? (A) Occasionally (B) Regularly Q (5) Do you find its fare costly? (A) Yes (B) No Q (6) Do you feel Delhi metro helps to solve the transportation problem? (A) Yes (B) No Q (7) Do you feel safe as you have seen accidents occurred in the last few month s in DMRC? (A) Yes (B) No

Q(8) Do you feel DMRC has reduced traffic in Delhi? (A) Yes (B) No Q(9) Do you feel that Metro helps to solve the pollution problem? (A) Yes (B) No Q (10) Would you like to see Metro network in NCR region also? (A) Yes (B) No Q(11) Do you feel Delhi Metro should work 24x7 ? (A) Yes (B) No Q (12) Are you satisfied with the service of DMRC? (A) Yes (B) No ## Any advice you want to give to improve the facility of DMRC *

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