Bhubaneswar: In a proactive move to enhance public transport services, the Capital Region Urban Transport (CRUT) has launched a new initiative aimed at understanding and improving the passenger experience on Ama Bus services.
Under the directive of CRUT Managing Director N. Thirumala Naik, all CRUT staff members will now be required to travel on Ama Bus at least twice a week, collecting feedback through a structured online form.
Naik himself led by example today, traveling on Route No. 10 (CRUT Office to KIIT Square) and Route No. 13 (Trident College to Keshari Talkies), buying tickets and interacting with passengers to directly understand their experiences. Speaking about the initiative, he said, “Understanding the real experiences of passengers is crucial for building an improved and organized public transport system. To bring about meaningful change, our team needs to be connected with reality.”
The move is part of CRUT’s broader strategy to bridge the gap between policy and practice, ensuring that public transport caters effectively to the needs of daily commuters. Feedback collected during these journeys will be analyzed for actionable improvements in areas like route design, bus frequency, app usability, driver behavior, cleanliness, and skill development of operational staff.
In a similar surprise inspection, CRUT General Manager (Operations & Maintenance) Sanjay Biswal traveled from CDA Sector 9, Cuttack to Kalarahanga, Bhubaneswar, reviewing service conditions firsthand.
To streamline the process of ongoing feedback collection, CRUT will also integrate a feedback form within the Ama Bus mobile application, allowing passengers to regularly share their views and suggestions.
With a strong emphasis on efficiency, eco-friendliness, and passenger satisfaction, CRUT’s new initiative reinforces its commitment to building a responsive and people-centric public transport ecosystem in the capital region.
