Adopt Customer-Centric Approach to Achieve “Developed India” Goal: Harishankar Verma
New Delhi: Shri Harishankar Verma, Member of the Railway Board (Operations & Business Development), visited the Northern Railway Headquarters at Baroda House on Thursday to review the zone’s operational performance and strategic direction. Upon his arrival, he was formally welcomed by Northern Railway General Manager Ashok Kumar Verma, Chief Operations Manager Dr. Monika Agnihotri, and Chief Commercial Manager Praveen Pandey.
According to Northern Railway Chief Public Relations Officer Himanshu Shekhar Upadhyay, during a high-level meeting with department heads, Shri Verma emphasized that safety and security must remain paramount in railway operations. Issuing strict instructions regarding work culture, he advised all senior officials to discard the “colonial mindset” and adopt a fully customer-centric approach in service delivery. He also stressed the need for employees to adopt innovative and modern approaches in training and work practices.
Shri Verma stated that Indian Railways will act as an engine of development for Prime Minister Modi’s vision of a “Developed India” by 2047. He further said that the performance of every railway officer should be inspired by this overarching national goal.
A comprehensive review meeting was held with the operational and commercial departments, with divisional-level officers joining via video conferencing. During the session, Shri Verma motivated young officers to strive for excellence, demonstrating a practical leadership approach by patiently listening to the real challenges faced by officers in the field and assuring full support to overcome operational obstacles.
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