Delhi Metro: Setting the Benchmark for Intelligent Transportation asserts Dr Amit Kumar Jain, Director (Operations & Services), Delhi Metro Rail Corporation (DMRC)

From smart ticketing to real-time passenger information, from Unattended Train Operations (UTO) to leveraging regenerative braking and solar power, Delhi Metro is emulating a host of global best practices in intelligent transportation. In an exclusive conversation with CXO News and APAC News Network, Dr Amit Kumar Jain, Director (Operations & Services), Delhi Metro Rail Corporation (DMRC) outlines 5 key areas of digital transformation in Delhi Metro.

What are the salient digitization projects of Delhi Metro that you would like to highlight and what are their use cases?

Delhi Metro has implemented several key digitization projects aimed at improving customer service, operational efficiency, and maintenance. The Ease of Booking Program includes Smart Travel Cards, National Common Mobility Cards (NCMC), QR tickets, and integration with IRCTC, making ticket purchasing seamless and convenient. Mobile apps like Momentum (Saarthi) and One Delhi enable commuters to plan journeys, purchase tickets, and receive real-time updates.

For construction, Building Information Modelling (BIM) is used in Phase 4 to improve coordination, simulate 2D/3D models, and expedite approvals. Maintenance is enhanced through predictive maintenance platforms, which use digital tools to identify issues before they become critical, reducing downtime and costs.

We are using predictive maintenance for track, signalling gears, bearings of rolling stock, lifts & escalators.  Additionally, the Passenger Information Display System (PIDS) provides real-time updates, and the Communication-Based Train Control (CBTC) system on the Magenta and Pink lines improves train automation and safety. These projects collectively enhance efficiency, sustainability, and user convenience .

These projects collectively contribute to making the Delhi Metro a more efficient, user-friendly, and technologically advanced public transport system.

What are the global best practices in intelligent transportation and which of these have been incorporated in Delhi Metro?

Global best practices in intelligent transportation focus on improving efficiency, safety, sustainability, and user experience through advanced technology. Delhi Metro has adopted several of these practices.

In smart ticketing, cities like London use contactless systems (Oyster Card), which Delhi Metro mirrors with its Automatic Fare Collection (AFC) system. This allows passengers to use smart cards, National Common Mobility Card (NCMC), QR tickets, and NFC-enabled payments for seamless travel.

For real-time passenger information, cities like Tokyo provide digital updates on train schedules, which DMRC offers through its Passenger Information Display System (PIDS).

Delhi Metro has also embraced automation with Unattended Train Operations (UTO), similar to Paris’ Line 14, Dubai, Singapore. The Magenta and Pink Lines use Communication-Based Train Control (CBTC) systems, enhancing safety and efficiency by reducing human error. The Magenta line is being operated in UTO mode.

In terms of sustainability, cities like Stockholm use regenerative braking and solar power, both of which DMRC has integrated. Delhi Metro’s regenerative braking and solar power initiatives reduce energy consumption and environmental impact.

Additionally, global cities like Hong Kong and Seoul provide seamless multimodal transport. DMRC integrates with buses, e-Autos, e-rickshaws, and ride-hailing services for last-mile connectivity.

Finally, adopting smart infrastructure like predictive maintenance, as seen in Madrid and Singapore, DMRC employs Building Management Systems (BMS), and predictive maintenance of track, signalling assets, lift/escalator etc to improve asset management​

By adopting these global best practices, Delhi Metro has not only improved its operational efficiency but has also enhanced the overall commuter experience, setting a benchmark for intelligent transportation in India.

As the author of the book itself, what would you recommend as the key best practices for excellence in metro operations and management?

For excellence in metro operations and management, embracing digitalization and automation is key. Customer service can be enhanced through digital ticketing systems with options like QR codes, smart cards, and NFC, alongside real-time Passenger Information Systems and AI-powered tools like chatbots for assistance and journey planning. Operational efficiency can be boosted by using Automatic Train Control Systems, such as the Indigenous Automatic Train Supervision (I-ATS), and data-driven platforms like TRINETRA for real-time monitoring and improved decision-making.

Predictive maintenance systems, utilizing sensors and real-time data, help minimize equipment downtime, while digital platforms like Maximo streamline maintenance management. To support sustainability, SCADA-based energy monitoring systems optimize operations and track carbon emissions, promoting green commuting practices. Overall, integrating these digital and automated solutions enhances service quality, operational efficiency, and sustainability in metro systems.

How is Delhi Metro leveraging on smart mobility solutions for its Automated Fare Collection system?

Delhi Metro Rail Corporation (DMRC) has enhanced its Automated Fare Collection (AFC) system through smart mobility solutions, making ticketing more efficient and convenient. Key innovations include:

1. Multiple Ticketing Media: DMRC offers smart cards, National Common Mobility Cards (NCMC), and QR code-based mobile tickets, which streamline fare collection and enable seamless travel across different transit systems.
2. Digital Ticket Purchase: Tickets can be bought via DMRC’s Saarthi app, WhatsApp, PayTM, One Delhi App, PhonePe, and Amazon Pay. Integration with the Open Network for Digital Commerce (ONDC) allows various apps to sell DMRC tickets.
3. Diverse Payment Options: Payments are accepted through UPI, credit/debit cards, net banking, and digital wallets, reducing cash dependency.
4. Account-Based and NFC Ticketing: Upcoming Account-Based Ticketing (ABT) will allow credit/debit cards as travel cards, while NFC-enabled devices can be used for ticketing.

5. One India – One Ticket: Integration with IRCTC allows passengers to book DMRC QR code-based tickets seamlessly with their railway reservations, eliminating queues and saving time.

1. Carbon-Lite Travel: Digital tickets display the carbon savings from metro travel versus road transport, promoting sustainability.
2. Mobile and App-Based Platforms: The Saarthi app and third-party apps like PayTM and Amazon Pay offer easy ticketing solutions.
3. Integrated TVMs: Ticket vending machines accept digital payments and are linked to the AFC system for real-time updates.
4. Centralized AFC Management: A centralized system ensures accurate fare calculations and minimizes revenue leakage.

These solutions collectively enhance DMRC’s AFC system, providing a more seamless, cashless, and eco-friendly commuting experience.

What has been the benefits offered by the DMRC Momentum app?

There are multiple benefits offered by DMRC Momentum 2.0 app which have drastically simplified the travel experience, being more interactive and responsive to the passengers. Some major benefits are:

• Advanced journey planner
• Station facilities
• Live status of all lines
• Route Map
• Convenient ticket booking
• information apart from DMRC such as Last Mile Options, other transport facilities and tourist attractions near a metro station
• Shopping of essential items and groceries
• Most importantly, AI Chatbot CHETNA (Chatbot for Efficient Transit Navigation and Assitance)

What are the components involved in this Automated Fare Collection System and how do they help to maintain accurate revenue records reducing revenue loss in cash ticketing?

The Delhi Metro Rail Corporation (DMRC)’s Automated Fare Collection (AFC) system ensures accurate revenue management and minimizes losses associated with cash ticketing through a network of advanced components.

Key ticketing options include QR tickets, contactless smart cards, and National Common Mobility Cards (NCMC), which streamline transactions and reduce cash handling. Automated systems like Token Vending Machines (TVM) and Ticket Office Machines (TOM) issue tickets and recharge smart cards, minimizing human error and ensuring real-time synchronization with station-level servers.

Station computers process and track all AFC transactions, allowing for accurate revenue recording, auditing, and transparency. The system also provides passengers with detailed information on transactions, including printed receipts, audio-visual notifications, and fare displays at gates.

Revenue reporting occurs at multiple levels, from individual TVMs and TOMs to station controllers and a central AFC system, ensuring thorough monitoring, auditing, and verification. Continuous transaction monitoring and automated recovery mechanisms further enhance data consistency, reducing potential revenue leakage.

Overall, these AFC components significantly improve operational efficiency, accuracy, and transparency, helping DMRC maintain precise revenue records and minimize losses.

What are the dynamics of DMRC’s new partnership to enhance digital payment solutions allowing seamless travel and transactions with National Common Mobility Cards?

The Delhi Metro Rail Corporation (DMRC) has forged a new partnership to advance digital payment solutions, enhancing the use of National Common Mobility Cards (NCMC) for seamless travel and transactions. The NCMC allows passengers to use a single card across various transport systems, simplifying fare payments and offering additional functionalities such as shopping payments.  NCMC can be used across most of the metro systems in the country.  In Delhi, NCMC can be used over DMRC network as well as the NCRTC Rapid Rail Transit System. Soon DTC will also enable use of NCMC for buses plying in Delhi.

DMRC is promoting NCMC travel cards in collaboration with Airtel Payment Bank and the National Payments Corporation of India (NPCI), with approximately 80% of new travel cards being NCMC. Additionally, Add Value machines for NCMC are now available at metro stations.

At the Global Fintech Festival 2024, Airtel Payment Bank introduced innovative solutions, including NCMC vending machines and NFC-based mobile top-ups.

DMRC plans to extend NCMC usage to smart parking payments, further integrating digital solutions into everyday travel. This partnership supports the government’s digital payment initiatives, reduces cash transactions, and minimizes queues at metro stations, thereby enhancing passenger convenience.

What are the key digital initiatives that are on the anvil for DMRC in the next few quarters?

Digitalisation is a non-stop journey and speed matters here. We are advancing our digital initiatives to boost operational efficiency and passenger experience. Key initiatives include:

1. Trinetra 2.0: We with the help of Deloitte and BCG team is working on developing an advanced dashboard- Trinetra 2.0 for monitoring passenger data, availability of assets, HR and finance management.
2. Integrated Ticketing: QR tickets will be available for services across different operators, including travel portals and event organizers, facilitating a seamless travel experience. An MoU with NCRTC will integrate DMRC and NCRTC QR tickets.
3. Near Field Communication (NFC) Ticketing: NFC technology will enable passengers to use their smartphones for ticket purchase and validation, streamlining the process at AFC gates.
4. Line-Planning & Time Tabling: An MoU with IIT Bombay will optimize service frequency and scheduling for various metro lines.
5. Asset Management: We are working on slew of use cases for predictive maintenance of assets such as Rolling stock maintenance based on Train Control Management System (TCMS), Signalling assets, Panto Collision Detection System (PCDS) and Overhead Catenary Monitoring System (OCMS).
6. AI-Enabled X-Ray Machines: Advanced X-ray systems will enhance security by detecting prohibited items with high accuracy.
7. VR and AR: Virtual and Augmented Reality technologies will improve training for DMRC employees and other organizations.
8. Customer Payment Portal: This portal will provide a secure, digital platform for managing contracts, payments, and invoices.

These initiatives aim to enhance the efficiency, safety, and convenience of the Delhi Metro system.

How are some of the DMRC best practices being replicated in other metros in other cities nationally and globally?

We have established several best practices that are being emulated by other metro systems both nationally and globally through COMET and IMetro.COMET benchmarks worldwide Urban Railway Performance.It consists of 45 metro systems from 41 cities around the world.

Here is a look at some of these practices and how they are being replicated:

• Unmanned Train Operations (UTO): We were the first metro system in the country to plan UTO on two of our lines (Line 7 and Line 8). Now most of the metro systems in the country are adopting the UTO system.
• Regenerative Braking system which converts mechanical energy while braking into electrical energy
• Public-Private Partnership (PPP) Model for installation, operations and maintenance of Lifts/escalators.
• Efficient Project Management and Execution using a Building Information Management System (BIM) and System for Tracking and Monitoring Projects (STAMP).
• The use of advanced technology for ticketing, real-time information, and operations management, Crew Management system (CMS), Block Management System (BMA) etc. Bangalore Metro has shown interest in adopting CMS and BMA used by DMRC
• DMRC’s efforts in integrating energy-efficient practices and sustainability measures, such as the use of solar energy, have inspired other metro projects in India to prioritize green technologies.eg IGBC.

How has DMRC become the first transport system in the world to earn carbon credits from the United Nations?

DMRC has been instrumental in reducing its carbon footprint and in contributing to mitigating climate change. DMRC has registered its CDM project mainly in Energy and Transport sector viz Regenerative Braking Technology and Modal Shift respectively.

The first project on Regenerative Braking was registered with UNFCCC in Dec 2007 and DMRC was able to claim the carbon credits from the project. Delhi Metro Rail Corporation (DMRC) achieved the significant milestone by becoming the first transport system in the world to earn carbon credits from the United Nations, reflecting its commitment to sustainability and environmental management. Subsequently, DMRC registered the project on Modal Shift for Phase-II in June 2011.

As of now, DMRC has registered 11 GHG Emission Reduction Projects with United Nations Framework convention on Climate Change (UNFCCC), VERRA, Gold Standard and UCR. A total of 92,36, 911 Credits has accrued to DMRC from these projects.

How have digital initiatives like online smart card recharges, mobile ticketing feature or WhatsApp chatbots benefited DMRC financially? 

Digital initiatives like online smart card recharges, mobile ticketing, and WhatsApp chatbots have significantly benefited Delhi Metro Rail Corporation (DMRC) financially:

1. Online Smart Card Recharges: This initiative provides a 24/7 revenue channel, reducing the need for physical recharge counters and associated costs. It improves cash flow with quicker fund transfers, enhancing liquidity and financial planning.
2. Mobile Ticketing: Mobile ticketing boosts convenience and usage, leading to higher ticket sales while cutting infrastructure and staffing costs. It also generates valuable data for targeted promotions and optimized pricing strategies.
3. WhatsApp Chatbots: Chatbots offer a cost-effective solution for customer service, handling numerous interactions simultaneously and improving efficiency. They reduce the need for extensive customer support staff and enhance passenger experience, fostering loyalty and regular use.
4. CHETNA: DMRC has also recently introduced an AI based chatbot- (Chatbot for Efficient Transit Navigation and Assitance) which is available on DMRC mobile app (Saarthi 2.0 ) and its website.

Overall, these digital initiatives drive operational efficiency, cost savings, and increased revenue through enhanced customer satisfaction, targeted marketing, and data-driven decision-making.

How does DMRC provide multiple channels for ticket purchases from Saarthi mobile app to WhatsApp, PayTM, One Delhi app, TUMMOC app, ticket vending machines, ticketing windows and how are these integrated?

DMRC provides a variety of ticket purchase channels for passenger convenience. The Saarthi Mobile App enables ticket buying, smart card recharges, schedule checks, and real-time updates. WhatsApp supports customer service and ticketing queries through chatbots. PayTM allows ticket purchases and smart card recharges via its platform.

Integrated ticketing with IRCTC facilitates booking of DMRC ticket while booking reserved ticket of Indian Railways. The One Delhi App integrates DMRC ticketing with DTC tickets and integrated journey planning. Ticket Vending Machines (TVMs) at stations offer self-service ticketing and smart card recharges with cash and card options. Traditional Ticketing Windows at stations provide direct ticket purchases and card recharges.

Integration and Management:

• Centralized Ticketing System: Ensures all digital and physical channels are synchronized, providing consistent fare information.
• Unified Backend: Manages transactions, updates balances, and ensures real-time data synchronization across platforms.
• Interoperability: Allows seamless use of recharged smart cards across all ticketing methods.
• Customer Support: Integrated support systems across channels ensure efficient handling of queries and issues.

Benefits:

• Enhanced Convenience: Passengers can choose their preferred purchase method.
• Reduced Queue Times: Multiple channels reduce congestion at physical counters.
• Greater Accessibility: Diverse platforms cater to various user preferences.
• Improved Efficiency: Centralized systems minimize errors and streamline operations.

How is DMRC planning to employ AI in its phase IV project to improve efficiency in train maintenance and crowd control?

In its Phase IV expansion, DMRC plans to integrate Artificial Intelligence (AI) to enhance train maintenance and crowd control. For train maintenance, AI will be used for predictive maintenance by continuously monitoring train components with sensors and analyzing data to forecast potential issues before they occur. Automated diagnostics will enable quicker fault detection and decision support for maintenance teams. AI will also optimize resource allocation and scheduling for maintenance activities.

For crowd control, AI-powered CCTV surveillance systems will manage passenger flow in real-time, using video analytics to detect overcrowding and adjust train frequencies. AI will enhance safety by analyzing behavior patterns to identify potential risks. Additionally, AI will support dynamic crowd management and asset failure management, improving overall efficiency and security in metro operations.

Rupa Kumari & Rajneesh De, APAC News Network