The Indian Railways has initiated a significant overhaul in its ticketing system by phasing out traditional general ticket counters at select stations and replacing them with private agencies and Mobile Unreserved Ticketing System (M-UTS) assistants. This shift is part of a broader pilot project aimed at improving operational efficiency, reducing direct staffing costs, and integrating digital convenience for millions of daily rail commuters.
Under the new model, unreserved ticket sales, which were once handled by permanent railway employees, will now be managed by contract-based agents and agencies. These include Jan Sadharan Ticket Booking Sevak (JTBS) counters and Station Ticket Booking Agents (STBAs), already in place at many stations. These agents work on a commission basis, providing basic ticketing services while easing the staffing burden on the Railways. The pilot rollout includes the deployment of M-UTS assistants who issue tickets via handheld systems, especially at smaller and medium-sized stations. These assistants are not permanent employees but are hired on a contractual basis, reflecting a wider trend of outsourcing non-core operations across Indian public sector undertakings.
According to senior railway officials, this restructuring will allow reallocation of existing ticketing staff to more critical operational roles, while maintaining passenger convenience through tech-enabled systems and private support. Existing Passenger Reservation System (PRS) counters are being integrated with Unreserved Ticketing Systems (IUTS), allowing dual functionality. However, this model has not come without concerns. Reports from several stations indicate that when counters are closed at night, station masters are left issuing unreserved tickets, raising questions on security and workload. In response, the Southern Railway has directed that station masters will no longer perform ticketing duties after hours.
The Indian Railways is expected to evaluate the pilot’s performance before rolling it out more broadly. Officials maintain that the project aims to build a more agile and cost-effective ticketing mechanism that blends digital platforms with localised service support. As public transport in India evolves toward smart, sustainable models, this transition reflects a crucial step in reimagining how essential services like ticketing are delivered to the masses.
Also Read : Mumbai High Court Seeks BMC Response Over Delayed Pet Crematorium Projects
