Indian Railway Catering and Tourism Corporation (IRCTC), is a subsidiary of the Indian Railways that handles the catering, tourism and online ticketing operations of the railways.

2. • Indian Railway Catering and Tourism Corporation Ltd.
(IRCTC) is a Public Sector Enterprise under Ministry of
Railways.
• IRCTC was incorporated on 27th September, 1999 as an
extended arm of the Indian Railways to upgrade,
professionalize and manage the catering and hospitality
services at stations, on trains and other locations and to
promote domestic and international tourism through
development of budget hotels, special tour packages,
information & commercial publicity and global reservation
systems.
• For smooth operations of the business across all over the
country, five Zonal Offices are working at Delhi , Kolkata,
Mumbai, Chennai & Secunderabad.

3. Vision
To be the leading provider of high quality travel,
tourism and hospitality related services, for a
range of customer segments, with consistently
high level of customer satisfaction.
Mission Statement
Enhance customer services and facilitation in
railway catering, hospitality, travel and tourism
with best industry practices .

4.  POLITICAL FACTORS:-
• Government policies
• Ownership by Government
• Tariffs decided by Government
 ECONOMICAL FACTORS :-
• Inflation rate
• Economic growth
• Disposable Income
 SOCIAL FACTORS:-
• Population Growth
• Changes in Income
• Education
• Reach of Internet and banking facility
 TECHNOLOGICAL FACTORS:-
• Speed of Internet
• Penetration of Internet
• Digital India Initiative
• Up gradation of Technology

5.  STRENGTHS
• Subsidiary of ministry of Railways.
• Full back up by the Govt.
• Excellent faith and goodwill
• Largest e-commerce website
• Monopoly in rail tour packages and rail ticketing
• Concession on booking of charters.
 WEAKNESS
• Lack of motivation in employee
• Poor promotional Activities and public relation
• Limitations in decision making process
• Delayed decision making .
• “Not my work” attitude of the employees.
• Non Existence of full fledge marketing team.

6.  OPPURTUNITY
• Buoyancy in the Tourism sector
• Increase in individual disposable income
• Air packages and road transport packages.
• Booming Hotels and resorts industry
• Bids for contract
• Strategic Tie-ups for better and improved performance
 THREATS
• Leading web portals like Make my trip, cox & kings, clear trip , yatra.
Com etc.
• Terrorists attacks and naxalites attacks
• Withdrawal of parental support from the ministry of railways and
Govt. of India
• Low fare Airlines
• Private small tour operators
• Increasing Inflation rate.

7.  PEOPLE
• At present IRCTC have around 4500 employees. The employees comprise of IRCTC Direct Employees, Deemed
Deputation absorbers, Deemed Deputations, deputations and fixed term employees.
• Agent Network across India
 PLACE
• Five Zonal Offices are working at Delhi, Kolkata, Mumbai, Chennai and Secunderabad.
 PRICE
• Low cost as per Government in case of railway and others are cheaper than compared to the other
competitors.
 PROMOTION
• Advertisement, Subh Yatra Card, SBI Railway Card , promotional offers through debit card/credit card
 PROCESS
• Online processing, counter , Home Delivery facility available, e-ticketing, SMS based ticketing , Android /
Window based Mobile platform ticketing
 PRODUCT
• Tour packages, Flight, Hotels, Tourist Train, Cab and Loyalty Program , Railneer Drinking Water , Train food, Non
core product : Online shopping through IRCTC website
 PHYSICAL EVIDENCE
• Well developed web site with whole lots of information, Counters and ‘139’ customer enquiry service , round
the clock ticketing service , food Plaza and restaurants.

8.  CURRENT POSITION
• No. of tickets that can be booked in a minute is 2000
• 37 % of the total tickets are booked online
• 29% payment failures
• Heavy rush on Tatkal tickets (especially on Thursday morning)
• The no. of tie-ups with hotels is not very high
•
 DESIRED POSITION
• Required no. is nearly 7500 tickets per minute
• It should be increased to 50% to increase income.
• Should be reduced to 5-10%
• Should be able to control this large no.
• It should have more tie-ups with hotels, organizations and
educational institutes.

9.  It includes Food Plaza, On-Board Catering, Catering Stalls,
Automatic Vending Machines, and Rail Neer – Packaged
drinking water.
 COMPETITORS
IRCTC has no competitors as mentioned earlier. But
thinking broadly competitors for IRCTC exists from
Housewife’s and local food sellers at the railway
platforms. As per the Indian passenger’s tendency, most of
the passengers prefer home food because of their
convenience, quality, taste’s, hygiene, cost and quantity.
Hence IRCTC is putting its best efforts to provide all the
needs of the passengers to serve quality food at cost
effective prices.

10. WEAKNESS
•Transport catering business can satisfy only 65% of c
ustomers
• Slow implementation
STRENGTHS
• 700 pantry cars all over India
• 150 food plazas
• 7000catering stalls
• Only player for catering in Railways
• Assured business
OPPORTUNITIES
• Huge market
• Competition free environment for entrants of new
players in association with IRCTC

11.  PRODUCTS & SERVICES
• Luxury Tourist Trains
• Exclusive Steam & Hill Charters
• Chartering of special trains & coaches over the IR network
• Tour Packages
• Bharat Darshan –Special tourist trains for the budget travel
segment
• Budget Hotels – near important railway stations all over
India
• Car rentals
• E-ticketing for travel over Indian Railways
• Call Centers – for rail & tourism related information

12. COMPETITION
Competition is from both private and public
sector organizations. Some of the competitors
include
• Other State Road Transport Corporations
• Private Tours & Travelers
• Airlines (offering packages at reasonable
lower costs) – Prefer for the reason of time
saving.

13. STRENGTHS
• Facilitation at stations
• Government subsidiary industry
• Price factor
OPPORTUNITIES
• More Pilgrimage destinations
• Improve in service to attract niche market
• Tie-ups and joint ventures with other service
providers
WEAKNESS
• Security
• Quality of service when compared to private
operators
• Flexibility of timings

14. • The Indian Railway Catering and Tourism
Corporation Limited (IRCTC) operate an online
booking service that has simplified rail travel in
India since its deployment in 2002
• It launched an online booking service in August
2002 to enable customers to book tickets from
the comfort of their own home and to reduce
ticketing costs for the railways through savings in
manpower.
• IRCTC is the only online reservation site for the
passengers to book the tickets online.

15.  STRENGTHS
• An average of 1,00,000 transactions per day
• No competitors in online booking
• Fast and preferred service for booking tickets
 OPPORTUNITIES
• More authorized dealers
• Joint ventures with private operators
 WEAKNESS
• Security
• Lapses in the technology at times
• Slow processing
• No bulk booking
 COMPETITION
Broadly thinking competitors of IRCTC are make
mytrip.com, yatra.com. But at the later stage they have
established a joint venture with these providers

16. • Marginal cost pricing strategies are adopted to
provide low cost services to the customers in public
interest.
• Awareness has been created about a product or a
service offered to a customer through
advertisements and their strategic placement.
• Making a good public relation with customer by
Maintaining a service brand with the public and thus
generating repeat buyers etc.
• Transaction costs are being minimized for benefit of
the people. For ex. Paperless ticket, SMS based
ticketing etc.
• Mobile platform is being used innovatively in service
delivery mechanism. Like android based app.

17. • Attracted lots of channel partners for delivering
the various services.
• Technological up-gradation of the online ticketing
is being done regularly to meet customers
expectations. For ex. During tatkal the webportal
is light.
• Jago Yatri Jago Campaign – drive to curb
overcharging by service staff - Toll Free No. 1800-
111-139 & SMS on 9971111139
• Contract of various Government Departmental
canteens

18.  Catering
• Strategic tie ups : IRCTC is working towards tie ups in the areas of
mobile catering, Rail Neer and product formation.
• New Rail Neer Plants : For Southern Region, Rail Neer plant is being
set up at Pulur near Chennai. For Western region, architect and plant
consultants have been appointed for Rail Neer plant at Ambernath
near Mumbai.
• Modular Stalls : Replacement of all catering stalls with uniform design
of modular stalls is proposed to be undertaken and M/s Jindal Steel is
working on a prototype which will give longer life and aesthetic look.
• Cell Kitchens/Base Kitchens : Plans are to set up another 100 licensee
cell kitchens.
• Food Plazas/Fast Food Units/Quick Service Food Kiosks : More than 20
food plazas, 20 Fast Food Units are in advance stage of planning.
• Food Courts : IRCTC is planning to develop food courts at stations with
contemporary interior designs.

19. Tourism
• Launching of a Luxury Tourist Train with pan
India itineraries.
• Thrust of Educational Tour on All India basis.
• Strategic tie-ups for promoting tourism
• Comprehensive travel services to foreign tourists
booking tickets on IRCTC website.
Internet Ticketing
• Modernization of IT infrastructure.
• Setting up of disaster recovery site.