ESTABLISHING NATIONAL SERVICE QUALITY BENCHMARKS

**Executive Summary** The Ministry of Tourism is establishing national service quality benchmarks for frontline tourism service providers. This initiative includes training programs, safety guidelines for adventure tourism, and financial assistance for infrastructure development. The third-party assessment of the CBSP scheme and periodic assessments of completed projects are key components. **Key Points / Main Content** * **Standardized Service Quality** * The Ministry of Tourism provides recognition to frontline tourism service providers to ensure standardized services for tourists. * This applies to the travel and hospitality industry nationwide, including Maharashtra. * **Capacity Building for Service Providers (CBSP) Scheme** * The Ministry conducts short-term training certificate courses for hospitality and tourism, covering various skills and demographics. * A third-party evaluation by the Quality Council of India in 2025 confirmed the scheme's effectiveness. * The CBSP scheme trained over 1.68 lakh individuals and placed more than 36,000 from FY 2020-21 to 2024-25. * **Adventure Tourism Safety** * Model Adventure Safety Guidelines have been formulated in association with the Adventure Tour Operators Association of India. * These guidelines aim to create a comprehensive and standardized framework for safety in adventure tourism. * Guidelines have been circulated to all States and Union Territories (UTs) for adoption and updating of safety protocols. * **Financial Assistance and Project Implementation** * Central Sector Schemes such as Swadesh Darshan, Swadesh Darshan 2.0, Challenge Based Destination Development (CBDD), PRASHAD, and ACA provide financial assistance for tourism infrastructure development. * These schemes supplement the efforts of States/UTs/Central Agencies. * Implementation, operation, and maintenance of sanctioned projects rest with the concerned State/UT Governments and Central Agencies. * Sanctioned projects are subject to audit according to applicable rules and procedures. * Third-party assessments for completed projects are conducted periodically. **Impact Analysis** * **Frontline Tourism Service Providers** * **Impact:** Will be subject to standardized service quality benchmarks. May benefit from enhanced skills through training programs. * **Action Required:** Adhere to established service quality standards. * **States and Union Territories (UTs)** * **Impact:** Responsible for adopting and implementing safety guidelines for adventure tourism. Will manage and maintain tourism infrastructure projects funded by central schemes. * **Action Required:** Formulate/update safety protocols for adventure tourism and ensure strict adherence to safety regulations and licensing norms by operators. Manage and maintain sanctioned tourism infrastructure projects. * **Adventure Tour Operators** * **Impact:** Must comply with the newly formulated Model Adventure Safety Guidelines. * **Action Required:** Ensure strict adherence to safety regulations and licensing norms. * **Trainees/Individuals** * **Impact:** Have benefited and will continue to benefit from upskilling and reskilling opportunities through the CBSP scheme. * **Action Required:** Participate in and complete training programs as offered. * **Central Agencies** * **Impact:** Involved in the development of tourism infrastructure and will be responsible for the implementation, operation, and maintenance of sanctioned projects. * **Action Required:** Implement, operate, and maintain sanctioned tourism infrastructure projects.

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