In a significant shift aimed at modernization and cost optimization, the Indian Railways is gradually phasing out permanent general ticket counters and reallocating staff to other departments. The focus is now on private agencies and contractual UTS (Unreserved Ticketing System) assistants, marking a new chapter in ticketing operations across the country.
Mobile UTS Assistants Lead the Transition
As part of a pilot project, Mobile UTS Assistants have been deployed at selected stations, especially in Kerala, to issue unreserved tickets. These assistants are contractually hired and act as the front line of unreserved ticketing, helping reduce reliance on permanent counter staff.
If successful, this model will be expanded nationwide in phases.
Private Agencies Already Active
Indian Railways has been gradually introducing private participation in ticketing since 2019. This includes:
- Jan Sadharan Ticket Booking Sevak (JTBS) counters
- Automatic Ticket Vending Machines (ATVMs) operated by retired railway employees
- Station Ticket Booking Agents (STBAs) who work on commission
These setups have helped streamline unreserved ticket sales and reduce staffing costs.
Counter Closures and Staffing Cuts
The Railways began scaling down staffing needs by transforming Passenger Reservation System (PRS) counters into Integrated Unreserved Ticketing System (IUTS) counters. These hybrid counters function as reservation counters during fixed hours and switch to unreserved sales afterward.
In some smaller stations, the burden of night-time unreserved ticket sales had shifted to station masters, raising security concerns. Responding to this, Southern Railway has now relieved station masters of ticketing and travel inquiry responsibilities.
Focus on Efficiency and Redeployment
The underlying goal of this transition is to reassign permanent staff from counter duties to more critical areas of railway operations. At the same time, the Railways is aiming to improve ticketing efficiency, reduce overhead costs, and utilize technology and contractual manpower more effectively.
