Page 40 - CIJ JAN 2024 - Digital Edition

Special RepoRt

Unique Strategy to

Redefine Railway Services

Caere, is a leading provider of comprehensive facility management
services, specializing in maintaining pristine and hygienic environments
for commercial and residential spaces. Its strategic vision to revolutionize
railway services hinges on a dual approach: delivering world-class services
while enhancing passenger participation. This strategy aims to elevate rail
travel to standards applied in airports by drawing from a reservoir of best
practices across various verticals such as retail, airports and hospitality. The
goal is to forge an ecosystem where excellence in rail services becomes the
norm, ensuring that each journey is not just travel but an experience worth
remembering.

Passenger engagement: At the practices, such as using green of personal responsibility and pride
core of the strategy is the focus and biodegradable chemicals to in shared spaces.
on people — both passengers and minimize ecological footprint. Empowering: Empowering
employees. By investing in training Passenger participation: our passengers through behavioral
and development, we ensure that our Surveys and feedback mechanisms nudging is a practice ingrained in
staff embodies the professionalism are the bedrock of our customer the very fabric of our operations. We
and hospitality synonymous with engagement strategy. These tools meticulously craft an environment
world-class service providers. are designed to be easily accessible where making the right choice is not
Concurrently, we prioritize passenger and user-friendly, allowing only instinctive but also rewarding.
engagement, educating them about passengers to effortlessly share their Our approach aligns with the innate
cleanliness, empowering them with experiences and ideas. Whether it’s behaviors of our passengers, guiding
platforms to voice their opinions through an intuitive app, onboard them subtly to act in the best interest
and in turn actively participate in the digital systems, or strategically of the community.
service enhancement process. placed kiosks at our stations, the
An example is our interactive
Efficient and reliable processes: opportunity to provide input is never waste disposal system, which
Our operational processes are more than a few taps away. incorporates elements of
designed for efficiency and Two-fold approach: We gamification. Screens above bins
reliability. We implement lean recognize that the journey towards display engaging graphics when
management techniques to reduce a cleaner and more pleasant travel items are disposed of correctly,
waste and optimize resource use. environment is a collaborative effort, providing immediate positive
This refinement of processes requiring the active participation reinforcement. This subtle cue
ensures punctuality, cleanliness and of our valued passengers. To this rewards the desired behaviour,
consistent service quality. end, our approach is two-fold: transforming waste disposal from
Workflow re-design: By enlightening and empowering. a mundane task into a moment of
analyzing and restructuring our Enlightening: Passengers begins interaction and even enjoyment.
workflows, we aim to minimize with strategically placed, visually In conclusion, CAERE’s dual
disruptions and maximize appealing signage that does more strategy is a bold step towards
productivity, thereby enhancing the than instruct — it inspires. Each redefining railway services. By
overall passenger experience. sign is thoughtfully designed to embracing a holistic approach
Social and Environmental resonate with travelers, imparting that values passenger input and
Impact: Our strategy also the importance of cleanliness in a prioritizes continuous improvement,
encompasses a strong commitment way that is both informative and we are on course to transform rail
to social responsibility and engaging. We understand that the travel into an epitome of comfort,
environmental stewardship. key to effective communication is to convenience, and customer
We implement eco-friendly capture attention and instill a sense satisfaction.

JANUARY 2024•Clean India Journal
40 www.cleanindiajournal.com