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Optimisation of Workforce
To maximise operational efficiency, KMRL implemented a multi-tasking workforce
model, where employees were cross-trained in multiple functional roles, enabling them
to handle diverse responsibilities beyond their primary job descriptions. This approach
ensured flexibility during emergencies, as staff could seamlessly switch roles to
address critical operational needs without delays. Additionally, KMRL conducted a
strategic categorisation of activities, distinguishing between core and non-core
functions. Core operations were retained in-house to ensure quality and safety, while
non-core activities were outsourced to specialised agencies. This approach not only
optimised workforce utilisation but also significantly reduced labor costs by eliminating
redundancies. As a result, Kochi Metro now boasts one of the best staff deployment
ratios among Indian metros, with a lean yet highly efficient workforce that maintains
high service standards while keeping operational expenses under control.
Boosting Ridership: Strategies and Challenges
The Kochi Metro witnessed steady ridership growth in its initial years, demonstrating
strong public acceptance and efficient service delivery. However, the COVID-19
pandemic and subsequent lockdowns in 2020-21 dealt a severe blow to its operations,
causing ridership to plummet to record lows as travel restrictions and work-from-home
policies drastically reduced passenger demand. To counter this unprecedented
challenge, KMRL launched a multi-pronged recovery strategy aimed at reviving
ridership and restoring public confidence. One of the key initiatives was the
introduction of attractive fare schemes, including discounted monthly passes, and
weekend travel offers, which incentivised commuters to return. Additionally, KMRL
strengthened first- and last-mile connectivity by integrating metro services with electric
feeder buses, auto-rickshaw networks, and bicycle-sharing systems, ensuring
seamless end-to-end travel for passengers. Collaborations with major businesses,
shopping malls and other institutions further boosted ridership by providing direct
access for metro users. These efforts gradually restored passenger numbers, though a
full recovery to pre-pandemic levels required sustained engagement and innovative
mobility solutions.
Beyond Ticket Sales: Commercial Utilisation of Metro Spaces
Recognising that metro systems cannot sustain operations solely through fare
revenues, KMRL adopted an innovative approach to revenue generation,
transforming underutilised assets into profitable ventures. One key strategy was the