PROJECT REPORT

ON

DELHI METRO
A report submitted to Delhi Business School, New Delhi
As a part fulfillment of
MBA + Post graduate programme (Industry Integrated) in
Entrepreneurship and business

Submitted to: Submitted by:

Director Academics Sandeep Yadav
Delhi business school Spring Batch (08-10)
New Delhi
DBS/0810/S101
4th Semester
PTU

Internal guide:
Mr. S S Khullar
Delhi Business School
New Delhi

B-11/58, M.C.I.E, Mathura road, New Delhi

Website: www.dbs.edu.in
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 the
contribution of following groups and individual to the development of my project and
successful completion of the Management Research Project in the partial fulfillment 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 Mr. 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 practical
application of the concept of knowledge workers. Also, he kept a close supervision 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 my 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 transparency
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 – 16
• Nominee of Govt. of India – 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 planners and
architects, Sir Edwin Lutyens and Sir Herbert Baker. Construction of New Delhi was
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 Transit
Network for Delhi. Metropolitan Transport Team (MTT), Indian Railways, has reviewed
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 India. 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) prepared 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 projection of
demand to the year 2001. Its concept plan envisaged a network of 58 km underground
& 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 existing
railway tracks and recommended for taking up pilot projects.
Delhi Development Authority (DDA) prepared a perspective plan for Delhi (MPD-2001)
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 to
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 precise
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 changes
to the alignment of study group, it recommended for pilot project based on M-Bahn
Magnetic Levitation System in case of negation suggested for replacement by Light Rail
Transit System.
Feasibility Report on Integrated Multi Modal Mass Rapid Transport System of Delhi
(IMMRTS) prepared by RITES recommended for three-component system comprising
of Rail corridors, Metro corridors and dedicated bus way totaling to 184.5 Km and
further addition of 14 km increased to 198.5 km. The total network contains 16 sections
to be implemented in a sequence based on passenger kilometer carried per kilometer
length of each section. The first phase of the network, now (commissioned) comprises
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 viable in
the most cities of the world, despite their large economic benefits. MRT fares cannot 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 national
capital and international city, the GOI and GNCTD must also contribute to meet part of
these costs. It has accordingly been decided that the project will be financed by way of
equity contributions from the GOI / GNCTD, soft loan from the OECF (Japan), property
development revenue and certain decided levies / taxes on the city dwellers.

The loan will rapid partly from surpluses from the box revenue, partly through dedicated
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 better life,
a better country. The time is, therefore, ripe to imagine the India of the future. 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 also 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 improve.
India has witnessed improvement is the last 60 years, especially in industrialization,
agriculture and infrastructure development. A lot, however, still needs to be achieved.

I have noticed a welcome change in the last two decades. Call it the result of economic
reforms or a new awakening, these last few years have given Indians the confidence 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 schedule and
within the budget has given Indians the confidence to believe that they can build 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 reality.

India is a vast country with long distances and therefore quick, reliable and safe
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 country’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 from
dedicated freight corridors to dedicated high-speed passenger corridors, to which 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 country
needs modern airports and at least three to four times more than the number available
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 lagging
terribly behind. Modern public transport systems like the Delhi Metro are essential 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 the
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, which is
a good beginning. The government should also seriously think of setting up a separate
ministry to oversee and expedite Metro constructions in all our cities with populations
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 fast.

Procedural shackles slow down projects and this situation must change. Delhi Metro
Rail Corporation has been quite successful in this respect and there is no reason why
government departments and public sector undertakings cannot follow the Delhi Metro
example.

Undoubtedly, public transport is one area where vast improvements will have to be
made to build a dream India. Ultimately, the benefits of the country’s progress should
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 citizens 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 diligently.
Providing seasonal employment is also not enough. It will be better to take concrete
steps to increase our agricultural output and set up hundreds of vocational training
centre.

In my 75 years, I have witnessed great changes in India. Some of the changes have
been for the better and some for the worse. The India of the future, I firmly believe, 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 prosperity at the
cost of ethics.
Delhi Metro rated world-class by UK agency

A Leading international accredition service has rated the performance of Delhi Metro
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 assess, in
accordance with international agreed standards, organizations that provide certification,
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 big
organizations to follow

DMRC CPRO Anuj Dayal said: “It is the management style which is unique. It is based
on practical experience...The credit goes to the managing director and the entire team”.

Delhi metro development plan

Almost all old cities of the developing countries which are supporting the highest
population densities are facing the problems of heavy traffic, lack of proper sewerage &
storm water disposal system, lack of parking spaces, and lack of social infrastructure
etc. Solving of these problems were not within the capability of the local Authorities 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 above the
ground of such cities. For the benefits of the public, the living example of Delhi Metro
Rail including its vast railway stations and restaurants etc. which have been constructed
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 mixed land
uses associated with whole sale markets is a most congested part of the city facing
acute traffic problems, lack of parking spaces, and lack of social infrastructure etc.
Recently, the construction of Metro Rail below ground in the said walled city has proved
that natural constraints coming in the way of development can be overcome with the
application of advanced technology. The Delhi Metro Rail Project is being implemented
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 congestion 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 transportation
as it has reduced the road accidents. In addition, it has reduced atmospheric pollution
including noise and has also reduced the fuel consumption of transport sector resulting
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 pervade
wide sections of economy. The modified first phase will generate substantial benefits 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 Master 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 Shri
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 nearest bus
stops.
Also, these buses would be equipped with global positioning system (GPS) technology,
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 Delhi
Metro commuters, who already have smart cards, would be able to use them in these
buses too
DMRC Managing Director E Sreedharan said not only would these buses solve the long
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 running
feeder buses from stations for commuters for a long time now. DMRC officials told
Business Standard that they were hopeful for getting the license in the next three
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 resolved,
but with DMRC all set to get the license, the pilot project would solve this problem. 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. Mass
Rapid Transit Systems are capital intensive and have long gestation period. It has been
observed that in developed countries, planning for mass transit system starts when city
population size exceeds 1 million; the system is in position by the time the city
population is 2 to 3 million and once the population exceeds 4 million or so, planned
extensions to the Mass Rapid Transit Systems is vigorously taken up. In developing
countries including India, because of paucity of funds planning and implementation 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 least
100 (300) KM by this time, whereas actually it is still
(65.10 kms) at the take-off stage. Delhi has all the ideal
dress-up for an excellent Mass Rapid Transit System to be brought in. It has wide 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 of large
scale private properties. Most of the land required is under Government control and
hence can be easily acquired.
The citizens are enlightened and would eagerly welcome introduction of people friendly
MRTS though they may initially face some difficulties during the implementation phase.
Added to this Delhi has an unassailable advantage in its excellent railway network
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 share of
commuter traffic is only a mere 2%.

Delhi has experienced phenomenal growth in

population in the last few decades. Its population has
increased from 57 lakhs in 1981 to 120 (162) lakhs in
1998 (2006) and is poised to reach 132 (190) lakhs by
the year 2001 (2011). For want of an efficient mass
transport system, the number of motor vehicles has increased from 5.4 lakhs in 1981 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, Chennai
put together. The result is extreme congestion on Delhi roads, ever slowing speeds,
increase in road accidents fuel wastage and environmental pollution with motorized
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 buses 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 deteriorate 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).
Delhi Metro’s success story

The facilities on the metro system are not only modern and aesthetic, but are also
easily accessible for disabled commuters, including elderly people. It is probably
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 or
ticketing area, which is on the second level of the station.

The facilities on the metro system are designed to be modern, aesthetic, and easily
accessible for the disabled commuters. There are escalators and accessible elevators
at all stations. In addition, the entry path is lined with tactile tiles to guide the visually
impaired from outside the stations to the trains. Disabled commuters can also expect
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 assistance 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 and the
number of station have increased from 6 to 59. As construction is on to add 79 stations
and 500 train to the Delhi metro network, Time city traces the major achievements 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 rickety
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, about 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 requesting
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 travel and
escalators — had actually given out paper tickets initially. "The managing director had
got tickets printed in Lucknow, which were used in addition to tokens in the initial 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 in 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, which
was made one-way to ease construction of Line three, is still one-way as the case of the
shopkeepers is still in court. They refused to move into a multi-level complex at Bhai
Veer Singh Marg, since with the metro being operational, road users are still forced 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 deadline 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 imposing
heavy fines if one is caught eating/drinking on board. Even chewing gum is banned!. 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 Connaught
Place) in an air-conditioned vehicle in just Rs.17.00 or to Chandni Chowk for another
five rupees or so. The DMRC has also introduced multi-purpose Smartcards for regular
commuters.

Punctuality

In punctuality Delhi metro always on time not a single train comes at station after 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 ensures
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 York,
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 standing
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 of
20~22°C. Trains operating within the network typically travel at speeds below 80 km/h,
or 50 mph, and stop about 20 seconds at each MRTS station. The MRTS rolling stock
are manufactured by ROTEM, relying on 1676 mm (5 ft 6 in) track gauge (broad gauge).
As of 2009, the metro system has a total network length of 76.7 km, with 68 stations 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 closed-circuit
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 with a small
platform gap to allow easy movement of passengers. The Delhi Metro is also one of the
few metros in the world to have plain clothed metro-marshals on trains. Intercoms are
provided in each train car for emergency communication between the passengers and
the driver.

Eating, drinking, smoking, and chewing of gum are prohibited in the entire system.
Automated station announcements are recorded in Hindi and English. Many stations
have services such as ATMs, food outlets, cafés 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 denominations
of Rs.50 to Rs. 800. A 10% discount is given on all travel made on it.[35] A deposit of
Rs.50 needs to be made to buy a new card.[35] These cards are most convenient for
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 using
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. Cost of 1-
day 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 Metro 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 airlifted to
Delhi by April 2009. All of them are broad gauge coaches manufactured in Goerlitz,
Germany. The trains are being airlifted so that they can be commissioned as quickly 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 into train
formation. The train then undergoes tests for technical parameters inside the depot
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 view of
the increased rush on the Metro system in Delhi, will provide passengers with power
connections inside the coaches so that they can use their laptops and charge their
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 trains as
the DMRC is making major design changes to reduce the noise levels by use of special
sound absorbing cushions in the walls of the Metro coaches and more buffing on the
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 Compressor
System will be used in the air conditioners of the Phase-II coaches which will be 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 comfort
as for the first time there will be Humidity control as Humidity Sensors will activate the
newly planned heating system of the air conditioner which will eliminate humidity inside
the coaches. The temperature will be maintained at 25 degree Celsius and relative
humidity will be maintained at 60 % during the summer and monsoon months (in Phase
- I trains, there was only temperature control).

With the start of Phase-II the Delhi Metro will start travelling very far distances covering
around 50 kms in some destinations such as Dwarka-Noida, Gugaon-Jahangirpuri, etc.
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 that
passengers can view the terminal stations while standing on the platform as some
Trains may be terminating at intermediate stations depending upon operational needs.
This will be necessary as on the same line different trains may be terminating at
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 entry
and exit of passengers from the train. The driver of the Metro trains will now be 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 and
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 operating 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 occasion 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 uncontrollable
situation is noticed at other important station like Kashmiri gate, Chandini chowk 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 de-
boarding experience an uncontrollable attack by the incoming passengers and there is a
stampede like situation which even security personnel can not possibly check. The
forcible entry and exit of passenger pushing madly inapposite check. The forcible 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 children.
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 during the
office hours. Young office going girls somehow exist uncomfortably standing erect 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 the
facility to reach them to make their journey to offices and back much faster compared to
the horrendous bus journey with repeated traffic jams at red light and other places.

It is however equally natural for the Delhiites to emagine Rajiv chowk like situations 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 situations
mentioned above.

In order to think of a solution, one just needs to travel by local trains from the 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 exits and
entries from both the platform.

How ever imitating such a system of platform on either side might not prove as simple 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 as 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 troublesome
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 all the
outgoing passengers successfully exit and the doors for entries may open only after the
closure of exit doors for the boarding passengers to enter.
Never theless for this purpose each special category station will need to have total three
platform and the two tracks for opposite directions alternately constructed between 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 D MR C

1%

1
2

99%
Q 2. Are you frequently user of DMRC ( Delhi Metro Rail Corporation LTD)?

(A) Yes 56%

(B) No 44%

Frequently user of DMRC

44%

1
2

56%
Q 3. How many times you travel in a day?

(A) Once 34%

(B) Twice 37%
(C) Thrice 11%
(D) More than thrice 10%
(E) None of these 8%

No of travel time in a day

8%
10%
34%
1
11% 2
3
4
5

37%
Q 4. Do you use metro on daily basis?

(A) Occasionally 63%

(B) Regularly 37%

use of DMRC

37%

1
2

63%
Q 5. Do you find its fare costly?

(A) Yes 38%

(B) No 62%

Fare is costly

38%

1
2

62%
Q 6. Do you feel Delhi metro helps to solve the transportation problem?

(A) Yes 99%

(B) No 1%

Helps in transportation problem

1%

1
2

99%
Q 7. Do you feel DMRC has reduced traffic in Delhi?

(A) Yes 82%

(B) No 18%

Metro reduced the traffic problem

18%

1
2

82%
Q 8. Do you feel that Metro helps to solve the pollution problem?

(A) Yes 95%

(B) No 5%

Splve the pollution problem

5%

1
2

95%
Q 9. Would you like to see Metro network in NCR region also?

(A) Yes 99%

(B) No 1%

Should metro in NCR region

1%

1
2

99%
Q 10. Do you feel Delhi Metro should work 24x7 ?

(A) Yes 89%

(B) No 11%

Should metro work 24*7

11%

1
2

89%
Q 11. Are you satisfied with the service of DMRC?

(A) Yes 93%

(B) No 7%

satisfy with DMRC

7%

1
2

93%
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. Overall
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: Sex :
Age: 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 months 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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