Catering Policy 2017 PDF

CI/CP-2/1.5 Catering Policy - 2017. Catering Policy 2017 Objective: i. To improve the standard of food being provided to passengers in trains by creating a distinction between food preparation and food distribution. ii. To Provide clean and quality catering services to the passengers. iii....

CI/CP-2/1.5 Catering Policy - 2017. Catering Policy 2017 Objective: i. To improve the standard of food being provided to passengers in trains by creating a distinction between food preparation and food distribution. ii. To Provide clean and quality catering services to the passengers. iii. To improve the standard of catering services, new base kitchens will be set up by IRCTC and upgradation of existing base kitchen will also be done by IRCTC. iv. It has been decided that state of the art base kitchen infrastructure, adequate logistic and service infrastructure, deployment of qualified and skilled manpower to handle food production and services have to be put in place at originating as well as enroute stations. v. IRCTC may also outsourced professional agency with full accountability of production of meals and services on board under its supervision and monitoring. Catering service in mobile units i. Management of catering services: Catering services on train shall be managed by IRCTC. The trains for catering services shall be decided by Railway board. Sharing of revenue / license fee: a) Infrastructure developed by railway and managed by IRCTC – IR : IRCTC : : 40 : 60 b) Infrastructure developed and managed by IRCTC - IR : IRCTC : : 15 : 85 ii. Clustering of Trains: Route-wise cluster of trains and base kitchens shall be formed in consultation with Zonal Railways before invitation of bid. Trains of only owning Zonal railways shall be taken up for forming a cluster. There will not be more than 10 pairs of trains in one cluster. It must be ensured that at least two clusters exists on one route/direction. Cluster Type of Trains Limit A Premium prepaid trains and M/Exp a) Cluster contain up to 5 pairs of trains – trains with PC one premium prepaid train must be included. b) Cluster contain 6 to 10 pairs of trains – maximum 2 premium prepaid train should be included. B M/exp trains with PC and TSV trains a) Cluster contain up to 5 pairs of trains – (PC – Pantry car Minimum 01 pair and maximum 50% of TSV – Train side vending) cluster should be M/exp with PC. b) Cluster contain 6 to 10 pairs of trains – Minimum 02 pair and maximum 50% of cluster should be M/Exp with PC. 64 iii. System of allotment and operationalization: a. Tenders shall be awarded for a cluster, consisting of locations required for commissioning of base kitchens and trains for service through two packet tender system (e-Tender). Agreement as well as LOA shall have two parts. > Part A: Commissioning of Base kitchen – All commercial formalities and signing of agreement for part A shall be completed within 15 days from date of LOA. Scope of work for part A shall also include nomination of IRCTC supervisor for deployment and issue of commissioning certificate jointly by IRCTC, Railway and Service provider. > Part B: Commencement of services in trains – Services shall commence with immediate effect on signing of the agreement for Part B. b. There shall be provision of increase in the scope of work upto 30% in exigencies. c. At least 2 service providers should be available in a particular route. d. if Contract for 50% of trains in a cluster are terminated due to deficiency in service, the entire contract shall be treated as terminated. e. License fee shall be quoted for each train separately in the clustet but successful bidder shall be determined on the basis of total license fee quoted for the cluster. iv. Model of operation and setting up of Base kitchen: a. Meals of the trains are picked up only from designated base kitchen. b. The service provider shall bear the entire investment. c. Setup and commissioning of Base kitchen shall be within 3 months after acceptance of LOA. In exigencies time line may be extended upto 1 month. d. LOA should be accepted within 15 days from issue date of LOA. e. SD – 10% of quoted license fee for the entire duration for the entire cluster in the form of BG/FDR. f. Base kitchen should acquire ISO certification within 6 months of commencement of operation. i.e. 9 months from acceptance from LOA. g. Insulated / Air-conditioned van should be used for transportation of meals. h. Setting up and commissioning of base kitchen – By Sr.DCM & IRCTC officer (not below the rank of AGM/GM) i. Area of base kitchen - Minimum 1500 to 2000 Sqft j. Capacity of base kitchen – Minimum 1000 meals at a time k. Schedule of inspection – Approval of which shall not be below the rank of Director catering services, IRCTC. v. Eligibility criteria: Cluster Annual turn over Annual Minimum Work force net worth A Rs. 25 cr average Rs. 10 cr 150 during last 12 months. 65  per year in any of (10 staff – 3 year drgree/diploma in hotel the three (during management / hospitality. the last 6 15 staff – certificate in catering related course) preceding years) B Rs. 10 cr average Rs. 5 cr 50 during last 12 months. per year in any of (3 staff – 3 year drgree/diploma in hotel the three (during management / hospitality. the last 6 5 staff – certificate in catering related course) preceding years) Note: Joint ventures (JV) / consortium shall not be allowed. vi. Tenure – 7 years (5 + 2) vii. Inspection and supervision by IR – During inspection by railway officials if any deficiencies noticed, suitable penal action will be taken as decided by Zonal railway. IRCTC and CCMs of the concerned zonal railways shall enter into an agreement with respect to each unit managed by IRCTC. viii. Complaints and penalties Penalty Complaint 1 st case 2 nd case 3 rd case 4th case 5th case and onward Type I 5 10 15 20 25 Cold food, bad taste, poor thousand Thousand thousand thousand thousand presentation, discourteous, delay each Type II Personal hygiene of waiter, Non- standard packing, Washing of utencils 10 50 1 2 in toilet water, serving non-veg Thousand Thousand lakh lakh Termination against veg, hair found in food, less quantity, denied service, Medical fitness of staff not available, additional item without order and demanding more money Type III Foreign inert particles in food, stale food, sick after consumption of food, 25 1 1.5 2.5 Insects in food, abusive language, thousand lakh lakh lakh Termination Non issuance of electronic bill, Overcharging, sale of unapproved 66  items, Sale of other than Rail neer (despite of availability), Manhandling Type IV 5 Termination Lizard, mouse etc found in food, lakh Food poisioning ix. Termination of contract; a. By service provider: Service provider may serve 06 months advance termination notice after completion of 1 year from commencement of contract. b. By IRCTC: IRCTC shall have right to terminate the license after giving 6 months termination notice. Role of Zonal Railways: All other catering units like Refreshment Room at 'B' and below category of stations, AVMs, milk stalls; trolleys etc. will be managed by the Zonal Railways. Catering Unit: A. Major units: 1. Major Unit (static + mobile) are as follows: i. Refreshment Room at 'A1' & ‘A’ Category of Stations. ii. Food Plaza, Fast Food Unit and Food Courts iii. All Mobile Units (Pantry Cars, Mini Pantry Cars, Train Side Vending) iv. Automatic Vending Machine (AVM) v. Base kitchen vi. Cell kitchen vii. Train Side Vending. Note: There will be no reservation for Major units and allotment will be done by IRCTC. 2. Allotment of all other static units like catering units, Milk Stalls, Fruit stalls will be done through Open Competitive Two-Packet Tender System by Division. 3. Tenure of all static units (except kitchen units and Food Plaza) shall be 5 years only. There will be no renewal after the expiry of contract period. 4. The contract period for Food Plaza will be 9 years. It can be extended by 3 years. 5. Sale of a-la-carte and ready-To-Eat (RTE) Meals shall be permitted both through e-catering and on board services by IRCTC. 6. The quality of service should be given special attention. B. Minor Unit:‍Minor Units are as follows: 67 1. All other units at A1, A, B, C, D, E &F category stations which are not covered in major units i.e. (a) Stalls, trolleys and khomchas at all category of stations. (b) Refreshment rooms at B category and below category of stations. 2. Based on the reservation provision, the Minor Unit has been divided into two parts, the General Minor Unit (GMU) and the Special Minor Unit (SMU) as under: Unit Quota Tenure Refreshment Stall & trolley at Stall, trolley & Tender without room at B & C A1, A, B & C Khomcha at D, E, renewal catg. station catg. station & F catg. station (in years) GMU 75% 75% 50.50% Two packet 5 (Unreserved) SMU 25% 25% 49.50% Two packet 5 (Reserved) Note: 33 per cent sub quota for women in allotment of each category of SMU. These women will also apply for GMU. Reservations break up for minor units in A, B & C categories of stations: Sr.No. Category % Reservation 1. Schedule caste 6% 2. Schedule tribe 4% 3. People below Poverty Line 3% 4. Freedom Fighters, 4% War widows & widows of Rly employee Person who have been displaced 5. Other Backward Classes 3% 6. Minorities * 3% 7. Physically Challenged Persons 2% Total 25% * Minorities - (i) Muslims, (ii) Christians, (iii) Sikhs, (iv) Buddhists, (v) Zoroastrians (Parsis) (vi) Jain. Reservations break up for minor units in D, E & F categories of stations: Sr.No. Category % Reservation 1. Schedule caste 12% 2. Schedule tribe 8% 68  3. Other Backward Classes 20% 4.. Minorities * 9.5% Total 49.5% ** * Minorities - (i) Muslims, (ii) Christians,(iii) Sikhs, (iv) Buddhists, (v) Zoroastrians (Parsis), (vi) Jain. ** sub quota – 10% - Freedom fighter, war widows & widows of Rly employee 2% - Physically chalanged 2% - Who have been displaced Management of catering service in static unit: Managed by IRCTC: Base kitchen, Refreshment room at A1 & A category stations, Cell kitchen, Jan aahar, Food plaza, Food courts and Fast food unit. Managed By zonal Rly: Except above all static unit. Scale of catering services through static unit: Zonal Rly in coordination of Division and IRCTC, will prepare a comprehensive blue print for the catering units. In case of banned stations, Zonal railways shall be empowered to make provisions for catering unit with concurrence of finance and approval of GM. Infrastructure at static unit: i. No new khomcha or alike shall be allotted. ii. All old catering stalls should be replaced with modular stalls. iii. There should be no cooking on platforms at suburban stations. At other stations electrically operated equipments may be used. iv. Static catering units should have service across the counter only. v. Cashless transaction and computerized billing should be ensured. vi. Traditional equipments and manual method should be replaced with mechanised way like deep freezer, bain – maries etc. Automatic Vending machine (AVM) i. This is a self dispensing unit. No manual intervention is permitted except maintenance. ii. Transaction shall be done through coin/currency/card only. 69 iii. AVMs will be managed & operated by the IRCTC through licensee. iv. Allotment shall be done through two-packet e-tendering system. v. fixation of license fee will be as per extant SBD (Standard bidding documents) guidelines. vi. Specification of machine and other modalities may be decided by Zonal Railway. vii. An entity will be allowed to hold a maximum of 10 AVMs over each Zonal Railway. Milk and milk product stalls: i. Milk stall license shall be awarded to agencies registered by FSSAI (Food safety and standards authority of India) for sale of milk and milk products. ii. Allotment at all category of stations shall be done through open e-tendering system. iii. Sale of Packaged Drinking Water (Rail neer) shall be permitted. iv. An entity will be allowed to hold a maximum of 05 milk stalls per division. Allotment procedure for static catering unit (Except: Base kitchen, Refreshment room at A1 & A category stations, Jan aahar and Cell kitchen): i. Refreshment room (at B and below category station) or a stall or a trolley shall be deemed as single unit and awarded through a single licensee. ii. No new khomcha or alike shall be allotted. iii. Allotment of major static unit: Major static unit at A1, A, B & C category stations (Except - Base kitchen, Refreshment room at A1 & A category stations, Jan aahar and Cell kitchen) – e-auction. iv. Allotment of special minor units at A1, A, B & C category stations – e-auction (a) Turnover – I/tax returns for the last 3 years in catering duly certified by CA. Note: BPL category – exempted (b) Experience in catering service – 3 years (c) Affidavit regarding no pending dues to Railways, no debarment from any Zonal Railway, no conviction in any criminal case. (d) Any other special condition considered relevant by Railways with the approval of the concerned CCM. 70 v. Division shall maintain the vacancy position of units allotted under reserved categories. In case no application received against reserved category, one re-notification will be done. In case no reserved category applicant turns up, the earmarked unit shall be treated as GMU for one term. Fixation of License fee: (a) Minimum license fee shall be fixed as 12% of the annual sales turnover for static units. (b) Annual sales turnover shall be based on the following factors: Category of station, type of license, no of originating passengers, number of stopping trains (Day & night), duration of stoppage, location of unit. (c) Minimum license fee will be fixed by Zonal Railways (CCMs) for all major units (except food Plazas, Fast Food units and Food Courts), ), GMUs at A, B & C category stations and SMUs at A, B, C categories of stations as per extant instructions issued by Railway Board. For GMUs and SMUs at D, E, F categories of stations minimum license fee will be fixed by DRMs as per extant instructions issued by Railway Board. (d) 10% of the land value as per latest circle rates for Static Units on Category ‘A1’ and ‘A’ stations of Metro cities, and ‘C’ Category stations (having high purchasing power, the fixation of minimum license fee will apart from all other factors take into account the Circle rates notified by the competent authority of the State Government as fixed from time to time.) (e) Increase of old license fee by 10% per annum, after the expiry of the tenure of that contract. A three member committee (SAG level officer of Commercial, finance and civil engineering) nominated by GM shall fix the formula for license fee for each category of station keeping in view the LAR (last accepted rate) of the completed contract. (e) In case of all units under the management of IRCTC, land license fee for land leased to IRCTC will be payable by IRCTC. Ceiling limits on holding of catering licenses: (a) The data base should be reconciled by Zonal Railway on six monthly basis. (b) Railways shall consolidate and circulate a list of all catering establishments as on 1 st Jan of each year to be circulated latest by 31st March and as on 1st July of each year to be circulated latest by 31st Oct of that year. Such information should be updated and accordingly uploaded on 1 st Jan and 1st july of every year on the website of Railways. (c) Ceiling limit for different catering units are as under: Catering unit Ceiling limit 71  AVM Maximum of 10 AVMs over each Zonla Railway Milk stalls Maximum of 05 milk stalls per division Minor catering units Maximum of 05 minor catering units per division Food Plaza, Food Courts Maximum 02 units per division and and Fast Food units also limit of 25 units over Indian Railway (d) Modification of the above limits may be done with prior approval of Railway board. Menu and Tariff: Unit / Service Fixation of Menu Rate Assessment Rajdhani/ Shatabdi / Duranto and all By IRCTC in consultation Railway Board such AC trains with RB Rate of Standard Meals / Janata Khana By IRCTC in consultation Railway Board on IRCTC operated Unit with Zonal Railway. Food plaza, food court and fast food IRCTC IRCTC unit A-la-carte items of all units operated by By ZR in consultation क्षेत्रीय रे ्‍वे ‍दारा Zonal railway & IRCTC. with IRCTC. IRCTC के सलाह से A-la-carte items in the Pantry cars of IRCTC IRCTC trains Jan Ahar: 1. This is Major Catering Unit. It will be run by IRCTC departmentally or by through Licensee. 2. Jan Ahar shall be awarded through two packet tender system for 5 years. There will be no extension/ renewal of contract. 3. Jan Ahar outlets should be set up by converting existing available Refreshment Rooms / Static units into Jan Ahars. 4. Standard meals and breakfast will be sold on the notified rates by the Railway Board. 5. Janta Meals and Economy combo meals with stress on regional cuisines should be served and vended from the Jan Ahar outlets 6. The menu and tariff will be fixed by zonal railways. 7. Jan Ahar outlets shall be managed departmentally or through the licensee by IRCTC. 8. To ensure the availability of affordable food to the passengers adequate Janata khana, Regional Cuisine should be made available at a rate between Rs.5/- to Rs.30/- 9. This is a major unit. Allotment will done through open, competitive, two-packet tendering system. 10. Generally, the Janahar unit should be air conditioned. 72 11. There will also be take-away facility in Janahar unit. 12. Janarhar Units will have self-service and computerized billing and accountant systems. 13. Free filter or RO water will have to be fooled. 73 Cell Kitchen: a) Cell Kitchens are Mini Base Kitchens which supply food to other catering units, static/mobile, and at the same time can sell food and beverages directly to the passengers. b) Cell Kitchen shall be managed departmentally by IRCTC or through the licensee. c) It should be equipped with all modern gadgets and equipments. d) It should be self-serviced and should have computerized billing arrangement. e) Cell kitchen is a Major Unit and allotment is done by Two- packet tender system for duration of 5 Yrs. After that there will be no renewal. f) Cell-kitchen unit will also have a take-away facility Pantry cars: 1. IRCTC shall manage catering service on all mobile units including catering services on all new trains/ trains started on short notice. 2. Pantry car contracts awarded by zonal railways shall also be reassigned to IRCTC. 3. Sharing of licence fee between IR & IRCTC shall be in the ratio of 40:60 for the licensee- operated Pantry car. 4. Sharing of licence fee between IR & IRCTC shall be in the ratio of 15:85 for the departmentally managed units by IRCTC. In trains having no Pantry car, train side vending will be managed by IRCTC. 5. Meals for all mobile units to be picked up from the nominated kitchens owned, operated and managed by IRCTC so that cleanliness, hygiene and quality of catering services can be ensured. 6. Service Providers of Hospitality Industry will be appointed by IRCTC for catering services in trains. 7. Supervision of catering service will be done by the supervisor of IRCTC in all mobile catering units. 8. Sale of a-la-carte and ready-To-Eat (RTE) Meals shall be permitted both through e-catering and on board services by IRCTC. 9. The rates of Standard Meals, A-la-carte and RTE items shall be conspicuously displayed in coaches and Railway websites and shall also be made available on mobile application. 10. As a policy pantry cars should be attached to more and more Premier/Supper fast and Mail/Express trains. a) First priority to Duronto and Rajdhani Express train. b) Second priority to long distance premier, supper fast trains c) Third priority to mail & express trains with more than 24 hours journey time either way. d) Fourth priority the remaining trains preference to those trains where vestibules are provided. 11. Allotment and priority will be decided by the Railway Board. 74  12. Pantry car is a Major unit. Allotment will be done by Two- packet tender system for duration of 5 Yrs. After that there will be no renewal. 13. Minimum Sales Turnover of mobile units: Minimum prescribed sales for superfast trains is 200 meals and for Mail/ Express trains is 150 meals on each occasion of serving breakfast, lunch/dinner on a particular train or all services as per train timings. This is the assumed sale for all services as per train timings. This is the assumed sale for all mobile units for the purpose of fixation of license fee. 14. For Rajdhani/Shatabdi the sales turnover will be based on actual occupancy figures as certified by Train superintendents. Sales assessment should also take into account the turnover from sale of a-la-carte items on trains. 15. Pantry cars of Rajdhani trains/Duronto trains should be designed to ensure that the pre-cooked and hygienically packed food are supplied from base kitchens with minimum handling in transferring the same to the passengers. 16. Light weight compact trolleys (specially designed) will be used on Rajdhani/Duronto trains to ensure that food is not kept on the floors of the trains at the time of service. 17. All Shatabdi Express/Duronto trains should have mini pantries equipped with modern gadgets such as hot cases, water boiler, bottle cooler etc. in all coaches. CI/CP-2/1.6 Policy for Water Vending machine Water Vending Machine (WVM) Objective 1- To provide drinking water of prescribed standard at affordable cost to the interested customers at the stations. Location & Type 1- To be installed at the stations by reputed manufacturers or their representative/agent only in standalone mode 2- The availability of water at stations will be provided by Railway. 3- The type of filtration to be decided after study the contaminants in the water. 4- There should be multiple dispensing tapes (taps) for maximum passenger convenience. 75