CRUT Launches Passenger Feedback Initiative to Improve Ama Bus Services

Bhubaneswar: In a significant step towards enhancing public transport services in the capital region, the Capital Region Urban Transport (CRUT) has rolled out a new initiative aimed at gathering direct passenger feedback on its Ama Bus services.

As part of the initiative, all CRUT staff members are now required to travel on Ama Buses at least twice a week. During these journeys, they will collect feedback through a structured online form to better understand commuter needs and improve service quality.

CRUT Managing Director N. Thirumala Naik led by example on Wednesday by personally traveling on Route No. 10 (CRUT Office to KIIT Square) and Route No. 13 (Trident College to Keshari Talkies). Naik purchased tickets and interacted with passengers, emphasizing the importance of firsthand experience in shaping effective transport policy.

“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,” said Naik.

The initiative is part of CRUT’s broader strategy to close the gap between policy-making and on-ground implementation. Passenger feedback will be analyzed to implement improvements in key areas such as route design, bus frequency, app usability, staff behavior, cleanliness, and skill development.

In a parallel move, CRUT General Manager (Operations & Maintenance) Sanjay Biswal also conducted a surprise field visit, traveling from CDA Sector 9 in Cuttack to Kalarahanga in Bhubaneswar to inspect service conditions.

To streamline continuous feedback, CRUT will soon integrate a passenger feedback form into the Ama Bus mobile application, allowing commuters to share suggestions regularly.

The initiative underscores CRUT’s commitment to a responsive, efficient, and commuter-friendly public transport system in Bhubaneswar and surrounding regions.