Interview with Sudhir Chiplunkar, Chief Operating Officer, L&T Metro Rail (Hyderabad) Limited

With technologies such as GPS tracking, IoT-enabled sensors and AI-driven management systems, digitalisation is paving the way for a smarter and more connected transport ecosystem in India. The sector is rapidly adopting these new-age technologies to enhance efficiency, safety and sustainability. Modern solutions streamline daily operations, improve energy efficiency and passenger experience, enable real-time updates, provide personalised services and optimise revenues. Notable efforts include the introduction of mobile apps for booking and tracking, online payment systems and tools for multi-modal operation. However, challenges such as high initial costs, system integration issues and low passenger adoption persist. To address these, organisations are focusing on phased deployment, robust cybersecurity measures and workforce training programmes. Looking ahead, the focus will likely remain on further integrating multi-modal transport, enhancing operational efficiency and ensuring data security. Industry leaders share their views on the digital solutions being deployed by their organisations, the major roadblocks they face and their digital roadmaps for the future…

How are telecom and communication technologies shaping the transportation sector, both in terms of operations and passenger experience?

Telecom and communication technologies are revolutionising the transportation sector by enabling smarter operations and enhancing passenger experiences. L&T Metro Rail Hyderabad Limited (L&TMRHL) exemplifies this transformation through innovative applications of technology in its metro services. To achieve operational efficiency, integrated communication systems are being used. L&TMRHL employs advanced telecom systems for seamless communication between the operation control centre, train operators, station staff and passengers. These systems assist in real-time decision-making and improve operational efficiency. Further, with telecom-based signalling systems such as communication-based train control (CBTC), trains are monitored and controlled in real time.

L&TMRHL is also taking measures to enhance passenger experience. For instance, digital displays and mobile apps powered by telecom infrastructure provide real-time updates on train schedules and delays, helping passengers plan their journeys more efficiently. The metro also offers free Wi-Fi services and robust mobile network coverage across stations and trains with the help of installed telecom towers on station rooftops, small cell towers between consecutive stations and optical fibre across the metro network, enabling passengers to stay connected. Moreover, technologies such as QR code-based ticketing and smart cards streamline fare collection, offer passengers a hassle-free commuting experience. Further, the Hyderabad Metro app, TSavaari, integrates trip planning, ticket booking and information on passenger amenities available at stations, enhancing convenience for passengers.

To ensure passenger safety and security, the Hyderabad metro is equipped with high-definition CCTV cameras connected via telecom networks, deterring vandalism and helping monitor stations and trains. Additionally, intercoms and help buttons on trains and platforms allow passengers to communicate directly with train operators/station staff for assistance.

Lastly, to offer an end-to-end urban mobility experience, the Hyderabad metro uses technologies to integrate its operations with other modes of transport, such as ride-sharing services, creating a unified urban mobility experience. It also collaborates with navigation platforms such as Google Maps to provide real-time transit information to passengers, ensuring seamless travel.

What are the key digital solutions being deployed by your organisation? What have been the key benefits?

L&TMRHL is leveraging several digital solutions to enhance its operations and passenger experience. These technologies streamline metro services, improve efficiency and create a seamless transit experience. Below are the key digital solutions deployed by L&TMRHL and their associated benefits:

• CBTC: A state-of-the-art signalling system that uses wireless communication for precise train operations. Its key benefits include increased frequency and reliability of train services, enhanced safety through reduced risk of collisions, and optimised energy use through automated operations.
• Automatic fare collection system: It offers contactless ticketing options, including smart cards, QR code-based tickets and digital wallets. Key benefits include reduced queuing time and enhanced passenger convenience, cashless and efficient fare collection, and improved data insights into ridership patterns.
• Passenger information system: It provides real-time updates on train schedules, routes and service disruptions through digital displays and mobile apps. These systems help in keeping passengers informed, reducing uncertainty, and enhancing user satisfaction and travel planning. These systems support multilingual communication for a diverse audience.
• The Hyderabad retro Rail app, T-Savaari, offers trip planning, ticket booking, information on station facilities/amenities, and first- and last-mile connectivity options. It simplifies travel planning with a single platform, promotes multi-modal integration with options like feeder buses and ride-sharing, and enhances the overall digital experience for passengers.
• Advanced CCTV surveillance and security systems comprising high-definition CCTV cameras connected via a centralised telecom system monitor stations and trains in real time. Its key benefits include passenger safety through proactive monitoring, faster incident response times, and prevention of vandalism and other security risks.
• Smart building management systems: They monitor and optimise energy consumption across stations, thereby reducing energy costs and environmental footprint, and enhancing sustainability of operations.
• Free public Wi-Fi and seamless mobile network coverage: Available at stations and on trains to keep passengers connected throughout their journey and encourage greater metro use by offering added value.
• Sensors and data analytics platforms: They monitor infrastructure and rolling stock in real time, analysing passenger data collected from the AFC system on a timely basis. Key benefits include predictive maintenance, reduced downtime, improved service reliability and lifespan of assets, actionable insights for operational improvements, and useful information on ridership patterns.

In sum, the key benefits of digital solutions include improved operational efficiency, enhanced passenger experience, increased safety and security, environmental sustainability and multi-modal integration.

What are the key challenges in technology deployment?

Deploying technology in large-scale metro systems involves navigating several challenges. These challenges span financial, technical, operational and user-centric aspects.

• High initial investment: Advanced systems such as CBTC, AFC and IoT-based asset management/monitoring require significant upfront costs for procurement, installation and integration. This puts strains on budgets, requiring careful financial planning and long-term cost-benefit analysis.
• System integration: Integrating new technologies with legacy systems, including those for signalling, operations and passenger services, is complex and requires precision. It can lead to delays and increased costs during integration.
• Data security and privacy: Digital platforms generate and process vast amounts of passenger data, making cybersecurity a critical concern. This creates potential vulnerabilities to cyberattacks, data breaches and misuse of passenger information.
• Rapid technological evolution: The fast pace of technological advancements can make systems obsolete before they achieve their full return on investment. This calls for regular upgrades, adding to operational costs.
• Operational disruptions: Deploying or upgrading technology in a live metro environment can disrupt regular operations, causing passenger inconvenience and potential revenue loss during implementation phases.
• Workforce training: Advanced technologies demand skilled personnel for operations, maintenance and troubleshooting. This incurs high costs and time for training employees, alongside the risk of resistance to change.
• Passenger adoption and usability: Ensuring passengers are comfortable with digital solutions such as mobile apps, QR codes and smart cards is a challenge. We see limited adoption among certain demographics, especially those unfamiliar with digital tools.
• Regulatory and compliance issues: Adhering to local and national regulations on safety, data privacy and operational standards is important, but can result in potential delays or additional costs.
• Scalability and future-proofing: Deploying scalable technology to handle increasing passenger volumes and adapt to future needs is crucial. Over- or under-engineering solutions can lead to inefficiencies.
• Dependence on vendors: Relying on third-party vendors for critical systems poses challenges in coordination, timely delivery and post-deployment support. This results in delays and increased costs if vendor relationships are not well managed.

We have adopted several strategies to overcome these challenges. First, we focus on phased deployment and implement technology incrementally to manage costs and reduce disruption risks. Second, we value vendor collaboration and focus on building strong partnerships with reliable vendors for smooth deployment and support. Third, we impart continuous training and invest in workforce development to build in-house expertise. Fourth, we focus on user-centric design and try to develop intuitive designs. We also impart extensive user education to ensure passenger adoption. Finally, we ensure that robust cybersecurity measures are in place. To this end, we prioritise data protection through advanced encryption and regular audits.

Going forward, what is the digital roadmap for your organisation?

For an organisation like L&TMRHL, a forward-looking digital roadmap prioritises enhancing operational efficiency, sustainability and passenger satisfaction by adopting advanced technologies. Towards this end, L&TMRHL will leverage the latest technology to improve communication systems, enabling faster data transfer for real-time train operations, passenger updates and predictive analytics. It will strive to enhance passenger experience through uninterrupted high-speed internet and advanced mobile services. The organisation also seeks to expand app functionality to include seamless integration with buses, ride-sharing and e-bikes, offering first- and last-mile connectivity and work toward adaptability for common mobility systems across all modes of transportation within the city. Another element of the roadmap will be strengthening the existing system with a zero-trust model. This includes securing sensitive operational and passenger data against cyberthreats, conducting more regular cybersecurity audits, updating systems proactively, and ensuring adherence to data protection regulations, such as India’s Personal Data Protection Bill, to safeguard passenger trust.

The goals of this roadmap include achieving world-class reliability and efficiency in metro operations; delivering a seamless, tech-enabled, and personalised transit experience; establishing L&TMRHL as a leader in green and sustainable urban mobility; and staying ahead of technological advancements to future-proof operations.