Assessing Tourism Infrastructure in the City of Hyderabad, India

Name: Shriya Rangarajan Capstone Advisor: Prof. Marc Doussard Submission: August 2014 2 There are several people I would like to thank who have helped me put this study together.

Foremost, Prof. Marc Doussard, my academic advisor who has been very encouraging throughout the project, providing critical feedback and pushing me to produce better work each time.

Several people in Hyderabad who guided me to various

resources and who very patiently answered my questions:

 Ms. Madhu Vottery for providing invaluable help and pointing me towards her book ‘A Guide to the Heritage of Hyderabad’

 Mr. Srinivas Rao, Greater Hyderabad Municipal Corporation

 Mr. Mohammad K.K., Aga Khan Trust for Culture

 Mr. B.S. Reddy, Joint Director of AP Tourism

 Mr. Owais Ahmed and Ms. Lata Parmar at Shilparamam

 Mr. Javed Khan, Auto-rickshaw driver and tour guide

 Mr. Anant Maringanti

My colleagues in the Master of Urban Planning program who lent helpful ears as I bounced ideas off them.

My mother for proof-reading my writing and listening to Acknowledgements my ramblings at all times of day and night.

3 1. Executive Summary Page 6

1. Introduction Page 8 A. History of Hyderabad Page 8 B. Motivations behind the study Page 9

2. Importance of Tourism in India Page 10 A. Economic Impacts of Tourism Page 10 B. Social Impacts of Tourism Page 12 C. Environmental Impacts of Tourism Page 13

3. Policy Review Page 14 A. National Tourism Policy, 2002 Page 14 B. Ancient Monuments and Archaeological Sites and Remains Act, 1958, Updated 2010 Page 16

4. Division of Administration Page 18 A. Centralized versus Decentralized Modes of Administration Page 18 B. Monument Maintenance is a Fragmented Approach Page 19 C. Impact on Cultural Heritage Page 22 D. Schemes for Heritage Preservation Page 23 E. Social Responsibility Page 25

5. Pricing and Equity Page 26 Table of of Table Contents A. Differential Pricing Schemes Page 26 B. Positives and Negatives of Modifying Entry Fees Page 27 C. Equity Considerations Page 29 4 6. Employment and Public Participation Page 31 A. Factors affecting Recruitment and Employment Page 31 B. Role of Training Institutes Page 32 C. Informal Network Page 33 D. Improvements and Recommendations Page 34

7. Tourism Infrastructure Page 35 A. Literature Review Page 35 B. Transportation Infrastructure Page 35 C. Accommodation Page 42 D. Congestion and Overcrowding Page 4 3 E. Services and Amenities Page 44 F. Advertising Page 45

8. Site Visits A. Shilparamam Page 46 B. Chowmahalla Palace Page 47 C. Charminar Page 48 D. Golconda Fort Page 49 E. Qutb Shahi Tombs Page 50 F. Salarjung Museum Page 52 G. Discussion, Improvements and Recommendations Page 52

9. Conclusions Page 54 Contents of Table 10. References Page 57 11. Appendix A: Survey Analysis Page 60 12. Appendix B: Interview Transcriptions Page 68 5 Hyderabad is a city in the Indian state of heritage sites and instead promote their Andhra Pradesh and one of the major preservation through tax incentives and metros in Southern India. The region adaptive reuse. developed as a princely state, independent However, these policies see very poor of British rule until the time of India’s implementation due to a variety of issues independence in 1947 at which time it was including resistance from stakeholders, integrated into the Republic of India. Rich widespread corruption and considerable in history, Hyderabad is the meeting point indifference from authorities. Further, the of North and South Indian traditions and division of authority and administration is cultures and is today, a cosmopolitan city divided among several bodies with little that is home to people of all cultures, cooperation or synergy between them languages and religions be they Hindus, which further makes the process of Muslims or Christians. The city boasts of a administration very difficult. A number of variety of ancient monuments and sites of policies including price structures have not historical and cultural significance that been revised in several years which make was built under the patronage of the them outdated. There is considerable Nizams and the Qutb Shahi dynasty, apathy within these authorities who are including the Charminar and Golconda highly averse to commercializing the Fort which are of national importance as monuments in even a moderate way. For well as a number of other tombs, museums example, most monuments have very low and cultural sites. priced entrance fees so that they be Despite their historical significance, these affordable to all. Entry fees however are monuments face a number of stresses from disproportional to maintenance costs and pollution, people and transportation which the income they generate is insufficient to has caused the accelerated degradation of cover basic maintenance let alone any these monuments. For example, a chunk of other form of investment. the Charminar broke off and fell down This low entry fees has resulted in an which was believed to be due to the high indiscriminate number of people visiting traffic volumes immediately adjacent to on a daily basis which further serves to the monument. stress the monument. With very little There are a number of policies in place to regulation in place, some of these people preserve these structures such as the vandalize the monument with scribbling Ancient Monuments and Archaeological and etchings all over; renovating these is Sites and Remains Act which is targeted at probably cost prohibitive combined with

the conservation of ancient monuments general indifference from authorities. Executive Summary Executive and structures as well as national and state Raising prices however brings with a fair tourism policies that seek to harness the share of other issues including equity popularity of these sites and promote them concerns and resistance from citizens who as tourist attractions for revenue. Other consider these monuments a part of their policies adopted by the municipal cultural heritage. corporation at the city level seek to These monuments however have a great 6 prevent the demolition and degradation of degree of potential and can be harnessed convenience. The informal sector is highly as a draw for tourists. Most people who developed and could well be an essential visit from within the country i.e. domestic component for an effective tourism circuit tourists, come for the heritage and in the city. It is however not without its historical draws that the city has. Tourism share of problems including victimization authorities seek to capitalize on this and corruption of its members which popularity by enhancing investment in the needs to be addressed. sector by building infrastructure and The study seeks to identify those training institutes for the hospitality challenges that visitors in the city face, the industry to churn out professionals and shortcomings of the existing infrastructure personnel for the rapidly developing as well as potential interventions and sector. There is however a lack of other policies to address them. These kinds of support infrastructure be it deficiencies were identified via a tourist adequate public transportation, affordable survey taken at popular tourist attractions hotels that cater to all income classes, in the city which identified the main suitable facilities and services on-site or problems with infrastructure and services; advertising and information services. these findings were substantiated by Apart from the formal infrastructure and conducting site visits to major attractions government procedures for tourism, there and monuments and viewing firsthand the also exists an informal tourism economy problems that they face. Aside from this, that functions parallel to the mainstream. interviews were conducted with various This informal sector is highly functional professionals and staff to get information and includes all nature of hospitality on tourism practices and policies in the services that function in an state and direction in which the sector is interdependent, synergistic manner and headed. These were analyzed critically and caters to a completely different recommendations suggested where demographic of lower to middle income suitable. classes, student groups and lone travelers who seek functionality rather than extreme

7 History of Hyderabad Golconda fortress. The center of this newly founded city was the four-minaret Hyderabad is one of the largest cities in monument, the Charminar, from which India and the capital of the Indian state of roads diverged outwards to the city that Andhra Pradesh, the capital being shared was to be Hyderabad. Despite the changes with the state of Telangana which recently that have taken place in the last 400 years seceded from Andhra Pradesh. The growth since, the Charminar and Golconda fort of the city to its present status as one of the continue to serve as icons for the city. largest in India has been meteoric and (Figure 1) colored by the rise and fall of several The Qutb Shahi dynasty was followed by a dynasties. They retained control of the period of Mughal rule before being taken region until after independence in 1948 over by the Nizams in 1724. The Nizams when they joined the Indian republic; were among the wealthiest people in the Hyderabad has, as a consequence world and greatly supported arts, remained relatively free of the influences literature, architecture and food and under of the British rule in India. their patronage, the city flourished both The initial rulers were the Qutb Shahi economically and culturally. This period rulers who usurped control from the resulted in some of the most unique and Bahamani sultanate in 1518. They initially valuable contributions in terms of cultural controlled the city from the Golconda area capital: Hyderabad’s growth as a pearl and

(where the Golconda Fort and outer walls diamond trading center, a distinctive

exist) but as the city prospered, the need cuisine and unique religious constitution. for expansion prompted the rulers to The Nizams established alliances with the establish a new city in 1598 along the Musi British, which allowed them to retain

River, barely five miles from the existing control of the region as an independent Introduction

Figure 1 (a) Golconda Fort in Hyderabad (b) The Charminar which is the center of the old city 8 Source: hyd.co.om princely state with its own currency, for the public and could well prove to be railways and postal system, until disastrous if it collapses. (Mohammed, independence in 1947. After the union of 2013) Another article commented on the India was established, Hyderabad, despite fact that air pollution and high vehicular the Nizams’ best efforts, was forcibly densities in the city was causing conglomerated into the Republic of India. monuments like the Charminar and others within the 300 meter heritage zone to turn In the 65 years since then, Hyderabad has black and the plaster to peel. (PS, 2013) grown into one of the largest metropolitan Both articles talk of the fact that despite cities in India, with a population of over 6 recommendations from the Heritage million. It functions as a hub for Conservation Committee and orders from information technology, pharmaceuticals the State High Court to specifically restrict and film making with several related activity in the area, the government and companies choosing to locate here; it Municipal Corporation continue to ignore continues to grow very rapidly to this day. the instructions. The absence of a heritage (Hyderabad History, n.d.) (City History, policy and administrative framework have n.d.) contributed largely to the accelerated degradation of these structures. (PS, 2013) (Mohammed, 2013) Motivations behind the study The city and its monuments however have By virtue of its history, Hyderabad has a great potential. They can be harnessed as a tremendous amount of cultural capital and cultural resource for the city and its heritage that is of great interest to people, citizens apart from serving as a draw for locals and outsiders alike. The city could visitors to the city. The potential benefits well be a hub for tourism in south India of tourism further help to demonstrate the with the attractions it has to offer. This importance of developing the tourism cultural capital has however seen a lot of sector and by extension preserving the decay in recent years. cultural heritage of the city. Development of this sector would require directed A report in 2013 estimated that over 15 growth in infrastructure and services apart percent of the 140 heritage structures in from better management of tourist sites. Hyderabad were on the verge of collapse This study hopes to identify gaps and and require immediate work to restore suggest improvements for focused growth them and avoid a complete demolition. and management of the tourism industry Some of these structures such as the in Hyderabad.

Akram Ali Deodhi functions as a passage Introduction 9 The United Nations World Tourism Further, it has the capability of advancing Organization defines tourism as “Tourism India’s global impact and encouraging her is a social, cultural and economic progress towards being an economic phenomenon which entails the movement superpower. (Ministry of Tourism, of people to countries or places outside Government of India, 2011) (Department their usual environment for personal or of Tourism, Ministry of Tourism and business/professional purposes. These Culture, Government of India, 2002) people are called visitors (which may be

either tourists or excursionists; residents or non-residents) and tourism has to do Economic Impacts of with their activities, some of which imply tourism expenditure.” (United Nations Tourism World Tourism Organization, n.d.) The World Travel and Tourism Council has studied the impacts that the tourism

industry has on economic growth in the Need for Tourism in India country, which have been discussed further. India’s National Tourism Policy of 2002 recognizes that in the last few decades a Direct, Indirect and Induced “tourism revolution has been sweeping the economic growth globe”. India with her rich diversity should The total economic impact that a sector capitalize on this great strength and produces is a combination of the direct, promote investment in the tourism indirect and induced effects that the sector industry as it has the capacity to accelerate produces. For the travel and tourism economic growth and generate industry, direct effects include growth employment in the country. Socially, it specific to the industry such as in develops social potential and influences accommodation, hospitality, catering, progressive ideas of cultural pride, global recreation, transportation etc. Indirect attitudes and tolerance for differences.

effects include those in related or LiteratureReview

10 Figure 2 (a) Direct, Indirect and Induced Impacts of Tourism growth (b) Travel and tourism contribution to GDP as compared to other industries. Source: World Tourism and Travel Council interconnected industries such as is a considerably higher fraction than advertising, security, rental car education at 4.3 percent and mining at 3.5 manufacturing and so on. There is an percent. (Figure 3a) In terms of the growth additional component of induced effects realized in the sector, between 1990 and that are the incomes from the direct and 2013, the tourism sector grew 273 percent indirect growth that are spent in the local as compared to the expansion of the economy (Figure 2a). (World Travel and national economy by 315 percent. It is Tourism Council, 2013) expected to grow annually by 7.9 percent as compared to the overall economy that is In 2013, travel and tourism contributed forecast to grow at 7.4 percent. (Figure 3b) 128 billion USD to the Indian economy, surpassing sectors like education, Employment chemicals and mining which are roughly With 39.4 million direct, indirect and the same size as the tourism sector. induced jobs, the tourism industry (Figure 2b) Including direct, indirect and contributes 7.6 percent of the total induced impacts, the tourism industry employment in India. Moreover, it has very contributed 6.7 percent to the GDP which strong linkages with other industries

Figure 3 : (a) (Top left) Travel and tourism as a share of

total GDP and compared to other sectors Literature Review Literature (b) (Top right) Estimated growth in the tourism industry in the next decade (c) (Bottom left) Indirect and direct employment impacts by sector 11 where for every job created in the tourism travel and tourism exports grew by 516 sector, an additional job is created either percent. Further, the sector is critical since indirectly or is induced. (World Travel and it has one of the lowest rates of import Tourism Council, 2013) The revenue leakage. Import leakage is the cost of capital ratio of the industry is very high imports which must be deducted from the where, as of 2002, an investment of Rs. 1 overall contribution of the sector; this is million could create 47 direct and 11 estimated at a low 10 percent for the indirect jobs which exceeds the capacity of tourism sector as compared to other other sectors like education and sectors and is mainly incurred as costs of communication. (Figure 3c) (Department importing airline parts. (Department of of Tourism, Ministry of Tourism and Tourism, Ministry of Tourism and Culture, Culture, Government of India, 2002) Government of India, 2002) (World Travel and Tourism Council, 2013) (World Travel In terms of the links it shares with other and Tourism Council, 2014) sectors, travel and tourism can induce

growth in other sectors, primarily agriculture and wholesale and retail sales with $1 million of tourism sales generating Social Impacts of Tourism $189,000 and $109,000 in agriculture and Socially, tourism can have both positive wholesale and retail sales respectively. and negative effects. Among the positive (Figure 4) effects of tourism on host societies are an Exports increase in cultural pride and civic honor in the host community; it is one of the best In terms of exports, tourism is a leading mediums for cultural exchange, to learn sector in the economy, contributing 13 about other peoples and places and to percent of service exports and 4.6 percent promote better global understanding; of all exports. Between 2000 and 2013, learning about other societies also brings with it an understanding of other cultures and increased positivity with a reduction of negative stereotypes and perceptions. Tourism on a global scale thus promotes mutual respect, understanding and increased tolerance of other cultures and communities. (Mirbabayev & Shagazatova) For India’s diversity, where each state is akin to an independent country with its

LiteratureReview own practices, language and culture, domestic tourism can help promote cultural understanding within the country.

Figure 4: Travel and Tourism links with Within India, tourism can have a large other sectors. Source: World Travel and number of other social impacts. Tourism is 12 Tourism Council an engine for economic growth which in turn promotes social growth among rural Environmental Impacts of and less developed communities. Rural communities in particular stand to gain Tourism from the development of tourism: tourism Being a more service-oriented industry has large multiplier effects in rural tourism generally has fewer ecological and industries like agriculture and handicraft environmental impacts as compared to exports which in turn gives rural other sectors like manufacturing and economies a boost. With national and industry. Trends towards nature and eco- regional policy focusing on developing tourism further help preserve and promote tourism in rural communities be it environment by increasing investment religious and heritage tourism, nature opportunities in it. Such opportunities tourism or adventure tourism, rural might include wildlife tourism, nature, communities diversify from their adventure or rural tourism. Eco-tourism in traditional, agriculture centered approach. particular aims at developing tourism in a With increasing diversity in employment

holistic and sustainable manner in order to opportunities, there is increased maintain a dynamic balance between investment in rural communities in terms tourism, natural resources and people or of improved infrastructure and services; communities. (Mirbabayev & Shagazatova) there is also a significant impact on women (Department of Tourism, Ministry of and marginalized communities who gain Tourism and Culture, Government of India, employment and thus empowerment. 2002) (Department of Tourism, Ministry of Tourism and Culture, Government of India, 2002) (World Travel and Tourism Council, 2013)

Literature Review Literature 13 National Tourism Policy country. It lays down the administrative framework for tourism in the country with Despite the global growth in tourism from a designated ministry and a think-tank of 100 million in 1964 to 700 million in 2001 policy and decision makers. They are to be and an annual growth rate of over 5 supported by communications strategies percent, India’s share of tourist traffic had like a ‘National Tourism Awareness stagnated at 0.38 percent of the global Campaign’, diplomatic strategies like ease share (as of 2002), which is a very small of issuance of visas, policies for improving fraction in both absolute and relative infrastructure and security etc. The policy terms. encourages market research prior to any new development and urges creating a The National Tourism Policy of India, 2002 unique ‘India’ brand. (Department of was designed with the aim of “positioning Tourism, Ministry of Tourism and Culture, tourism as a major engine of economic Government of India, 2002) growth and to harness its direct and multiplier effects for employment and Some of the key strategies outlined in the poverty eradication in an environmentally policy which deserve mention are:: sustainable manner”, with policies and  The need to promote and improve initiatives that are “government-led, monuments as a keystone of tourism

private-sector driven and community- improvement, to recognize the

welfare oriented”. Tourism was accorded “carrying-capacity” of protected the status of a priority sector due to its monuments and prevent undue role in promoting economic growth and damage by encumbering the structure employment, increasing tourism related with excesses of people. exports and drawing foreign exchange  Connections should be established receipts which are important for the with various associated departments country at a global level. including the Department of Civil Broadly speaking, the policy speaks of Aviation, Forests, Environment and  Focusing on domestic tourism - at 4.6 Railways. The policy thus promotes an percent of the estimated global integrated approach to tourism. domestic tourism (2001), India’s share  The establishment of tourist police and is much higher than the share of security services to cater specifically to domestic tourism in other countries as the needs of tourists. The policy does well as international tourism. not however outline the scope of  Encouraging sustainable tourism authority that this police service might Policy Review Policy practices to ensure that the industry have. can sustain in the long run while  Focus on rural and eco-tourism to simultaneously empowering empower smaller, rural communities communities. and promote economic development The policy also cautions against and human and women welfare. This is uncontrolled growth in the sector for fear to be achieved by luring urban 14 residents to rural communities and of damaging socio-cultural resources in the concentrating on enhancing not just India’ brand which is used nation-wide. volume of tourist traffic but also One of the main drawbacks of the policy is duration of stay and expenditure. that it is twelve years old as of 2014 and is  Other strategies include exploiting hence outdated. The rapidly evolving India’s coastline by promoting beaches tourism industry in India needs to be and coastal tourism sites; advertising continuously monitored and current unique bio-diversity for nature challenges need to be addressed with an tourism; promoting adventure sports up-to-date and proactive policy that and similar activities to target a recognizes and responds to challenges as younger audience; advertising culinary they develop. Regularly released, annual variety; encouraging the concept of tourism reports help to identify current MICE (Meetings, Incentives, challenges that the industry faces and the Conventions and Exhibitions) in major steps that should be taken in subsequent cities, and promoting traditional Indian years; national policy should be updated to remedies and medicines in a unique reflect these takeaways. form of medical tourism. The National Tourism Policy recognizes  The policy establishes the concept of that the World Tourism and Travel Integrated Tourism Circuits for Council’s estimates place India as one of

selected groups of destinations that the main centers of tourism growth in

can be covered under a single route or coming decades, yet the policy seems to be circuit. These will be aided by the inward looking in its focus on domestic development of road and rail tourism as compared to foreign tourism. infrastructure that caters exclusively to The policy claims that foreign tourists are tourists (e.g. Palace-on-Wheels which discouraged from visiting India mainly due is a luxury train targeted at visitors). to concerns of sanitation and security and (Department of Tourism, Ministry of yet does not very strongly emphasize the Tourism and Culture, Government of need to fix these but rather suggests that India, 2002) tourism focus on attracting domestic tourists.

Despite laying down the promotion of Discussion higher expenditure as one of the central The policy does a good job of laying down strategies of the policy, associated policies broad and comprehensive guidelines for do not reflect this. For example, the state tourism policies: it identifies India’s charges for entry fees and services at

strengths as outlined above and the steps centrally regulated monument and sites Review Policy that would need to be taken to capitalize are meagre and are unlikely to generate on them. It identifies transportation, significant revenue unless revised particularly rail, as a weakness that should frequently in accordance with changing be developed for effective tourism. Among income levels in the country. its more effective recommendations are the promotion of a unique brand which has 15 led to the development of the ‘Incredible Ancient Monuments and Archaeological Sites and Discussion Remains Act, 1958, Updated As mentioned previously, the policy lays 2010 down an administrative framework: this framework appears unnecessarily complicated and bureaucratic with the The Ancient Monuments and process involving sanction from multiple Archaeological Sites and Remains Act of bodies and authorities at the central and 1958 very broadly lays down the state government levels, not including guidelines for declaring something as an appeals from owners and citizens. ‘antiquity’ and for defining a monument or Procedural activities are also spread over archaeological site as ‘ancient’ or time-frames of several months, if not years, ‘protected’. It also lays down procedures which adds to administrative complexity and laws for the acquisition and and inefficient regulation. maintenance of these properties by government authorities. The fines and penalties laid down for violations are minimal; the punishment for The policy spells out the scopes of most violations is a fine of around Rs. 5000 authorized officials in charge of

(approximately $100) with imprisonment

preservation of ancient monuments and for a maximum period of three months. sites; provides the administrative Many offences carry only fines. These framework for acquiring and maintaining penalties when compared to the benefits ancient and protected monuments; that can be gained from construction and specifies the procedures to be followed mining activities are not severe enough to before an excavation or restricted completely deter violations. activities like construction and mining are undertaken within a regulated area; lays Moreover, as discussed by Mr. Mohammed down guidelines for compensations due to K.K., a former regional director of the ASI the owner and penalties for violations. (Appendix B), the main problems with (Archaeological Survey of India, tourism and heritage policy is not only Government of India, 1958) with their structuring but also with implementation. In the name of promoting The 2010 amendment further specifies a cultural heritage and increasing citizen few clauses such as what constitutes a involvement, some of the policies are construction activity (restoration activities overly lenient and thus ineffective.

and public works are exempt). The Policy Review Policy Policy Review Policy amendment defines ‘prohibited’ and  Traders are required to acquire non- ‘regulated’ areas as those within a 100 antiquity certificates for art work and meters and 200 meters radius respectively antiques meant for export or trade. of a protected monument and indicates the They earn several crores of rupees on nature of activities that may be practiced these deals. To do this, the government within these limits. (Archaeological Survey utilizes the services of experts and also 16 of India, Government of India, 2010) incurs costs on other administrative work, but the certificates are issued for around monuments but they are free. Mr. Mohammad K.K. recommends dependent on the police to actually that a minimum of Rs. 250 be charged enforce the penalties. Apathy from the for the issuance of a certificate, a police, corruption and other issues charge that can be passed on to the end result in these very rarely being customer should the dealer so desire. enforced. (Appendix B) In other words, the potential harms of the  Although the policy restricts any policy far outweigh the benefits and this development within the prohibited and should be considered before formulating regulated areas around monuments, or amending future policy. A more this is very rarely followed in practice. effective policy might consider more The ASI is forced to issue non- severe penalties and stricter mechanisms compliance notices every month for for law enforcement.

new constructions that spring up

Policy Review Policy 17 Centralized versus implement policy decisions and to manage the delivery of services”; institutional Decentralized modes of pluralism refers to the presence of Administration multiple institutions representing diverse interests that serve as oppositions in A report on World Heritage Sites by society. (Yuksel & Yuksel) UNESCO recognizes that tourism In the context of tourism administration management is a tedious process that there are two divergent models - requires “clear policies, ongoing dialogue centralized and decentralized. As the with stakeholders, and constant name suggests a centralized model has a monitoring”. Heritage sites in particular central agency that is responsible for demand a considerable amount of upkeep coordinating all information and resources with continuous monitoring, regular and allocating functions and funds to Environmental Impact Assessments (EIAs) development projects. A decentralized and various other processes for administration as defined by Smith is “the maintenance. (Pedersen, 2002) delegation of power to lower levels in

Quoting Yuksel, successful tourism territorial hierarchy, whether the

administration requires “a process which hierarchy is one of governments within a supports a democratic and transparent state or offices within a large-scale participation system in decision-making, organization. Thus decentralization refers promotes greater accountability of to territorially-based delegation not to institutions to those people they are purely functionally based delegation”. In instituted to serve, improves the short decentralization is essentially the availability of information, and optimizes transfer of authority from a central the use of resources by clarifying authority to subsidiary authorities. responsibilities, authority and The centralized model is based on the standards.” (Yuksel & Yuksel) reasoning that tourism, being an industry Accordingly, the key factors essential for of national concern, needs to be regulated effective governance are legitimacy, centrally. However centrally regulated accountability, institutional pluralism and plans are often out of tune with local needs competency. Legitimacy refers to an active and conditions specific to local civil society with varied interests that is governments, for e.g. price capable of countering the power of disproportionality. This in turn causes an government; accountability refers to the “alienation from participation” i.e. it Administration pressure that society exerts on impacts the choice of local people to government forcing “good public service participate in their own local tourism and performance”; competency is the “capacity other stakeholder processes. Furthermore which is needed to formulate policies and access to central agencies like the Ministry strategies and to take timely decisions of Tourism etc. remains restricted to a both on the longer term, and on more privileged, elite few, in addition to which 18 immediate issues which arise; to the physical distance to the central agencies often becomes an impediment to subsequent outcomes. successful implementation and access.  Improved responsiveness of (Yuksel & Yuksel) government because local As opposed to this advocates of the representatives are best placed to decentralized model highlight the benefits know the exact nature of local needs that include and how they can be met in a cost- effective way. (Yuksel & Yuksel)  Availability of up-to-date and local information.  A sense of pride and responsibility Monument maintenance is a that is inculcated in field level personnel which helps them play a fragmented approach greater role in the management of Crook and Manor (1994) demonstrate that their own tourism. It also indirectly some countries, such as India, have results in a greater participation from benefited from the practice of local people. decentralization. They suggested that in  Reducing central workload will ensure India, decentralization has resulted in a that more time is available for clear division of responsibilities between planning strategy and designing central and local government. Through effective policy. India’s decentralization policies,  Enhancing legitimacy, perceived community needs have been taken into fairness and accountability of local account better and benefits have government in the eyes of the public. sometimes been channeled more effectively to vulnerable groups. Other  Greater political stability as a result of achievements have included greater education and training in political effectiveness in project delivery, the leadership. Political debate is mobilization of local resources and encouraged and masses develop skills improved horizontal co-ordination. In in policy-making. Political stability is addition, political awareness has been strengthened through participation in created among local residents, and better formal political processes which information gathering networks have been increases faith in the administrative established in local constituencies which system. reinforces the basic tenets of legitimacy

 Political equality because there is less and accountability. Through Administration of a concentration of power and decentralization, the completion rate of greater participation local projects has increased and the distribution of resources in localities has  Better accountability since sometimes become fairer. Decentralization representatives are more accessible to has also prompted an increase in the the public and can be held responsible institutional response to the problems for the policies they frame and their identified. (Yuksel & Yuksel) 19 Variation in the type and nature of tourist any revenue generated from commercial places and heritage sites in Hyderabad activities within the site boundaries. necessitates a division of responsibility Further, according to ASI provisions , they among various supervisory and regulatory ensure that all mining and construction authorities. Ideally this division would be activities are prohibited within 100 meters based on the nature of the place - a of their monuments and further, monument, historic district, park etc., -and construction activities are restricted the scale of maintenance activities that within a 200 meter radius of the site. would be required for the upkeep of the

site. Hierarchical flows between organizations and improved coordination State Department of Archaeology would help establish different scopes of The State Department of Archaeology is a authority and introduce a sense of research institution responsible for state accountability for site maintenance. level control of archaeological sites and monuments. The Andhra Pradesh State This however, is not the case. The Department of Archaeology has 28 approach to maintenance of heritage sites monuments within the city of Hyderabad in Hyderabad is highly fragmented with under its control and is responsible for

authority being delineated in a haphazard conducting exploration, conservation and fashion. The following section attempts to preservation activities at these ancient outline the scope of authority of different sites. They also attempt to establish regulatory authorities and discuss why the museums in all Andhra Pradesh district current division of responsibilities is headquarters with a view to educating inadequate. people. (Vottery, 2010) The number of sites taken up by this body is very few Archaeological Survey of India compared to the number of sites that actually exist and require active The Archaeological Survey of India (ASI) is conservation efforts. On the plus side, the the apex body of the central government State of Andhra Pradesh is one of the few responsible for the regulation and upkeep states (approximately ten) that have policy of sites of national or international documents in place for heritage relevance. The sites deemed suitable are preservation and promotion. not less than a 100 years old and are (Archaeological Survey of India, n.d.) selected based on certain criteria defined by the Ancient Monuments and

Administration Archaeological Sites and Remains Act, GHMC (Greater Hyderabad 1958 and evaluated on a case by case Municipal Corporation) basis. (Archaeological Survey of India, n.d.) The municipal corporation is responsible Within the city of Hyderabad, ASI is for revenue collection and infrastructural responsible for two monuments in their activities within the bounds of the city of entirety: the Charminar and Golconda Fort. Hyderabad. In terms of heritage sites, their They manage the site, hire staff, and earn 20 scope of authority starts at the outer wall of the site i.e. they are responsible for authority does not actively participate in access and maintenance of areas around their maintenance but instead focuses its the site but don’t control any activities efforts on public parks, gardens and within the site. They also regulate the similar public spaces. provision of support facilities like electricity and water to the sites as they do to all other properties. The heritage cell of Buddha Purnima Project the GHMC plays a limited role in Authority (BPPA) identifying and promoting heritage sites An arm of the HMDA, the BPPA restricts its but they lack the authority to effect any activities to parks and public spaces change within the boundaries of the site. around the Hussain Sagar Lake area, Being the revenue arm of the city’s specifically Hussain Sagar, Lumbini Park, government, they are also involved in NTR Gardens, Necklace Road, Peoples sanctioning heritage sites and structures Plaza, NTR Memorial, Sanjeevaiah Park, for adaptive reuse and implementing Lake view Park, P.V. Gyan Bhoomi, etc. policies which provide financial support to which double up as tourist attractions; site owners in terms of tax subsidies and they do not typically take charge of other rebates. tourism related public spaces. (Understanding Hyderabad City:

Differences Between MCH, GHMC, HUDA, HMDA (Hyderabad Metropolitan and HMDA, n.d.) Their role involves Development Authority) maintaining the site, promoting tourism, Formerly the Hyderabad Urban entertainment and other activities in this Development Authority (HUDA), the zone. Hyderabad Metropolitan Development

Authority (HMDA) is the town planning authority of the city government and the APTDC (Andhra Pradesh Tourism only body that maintains a list of heritage Development Corporation) sites in Hyderabad. These are classified Andhra Pradesh Tourism Development into six heritage precincts and 137 Corporation is the main body responsible heritage buildings. These buildings in turn for tourism infrastructure in the state. are graded based on their historical value They plan for the expansion of tourism and and the extent of permitted structural for tourism related construction and changes. In terms of management, they infrastructural activities such as the

may be managed by the ASI, by the State building of government resorts, Administration Department of Archaeology, Trust Funds development of eco-tourism tracts etc. or private ownership. Several structures Operation of these activities is under AP continue to be owned by the government Tourism. but due to a lack of funding, they have suffered degradation over the years. Although several structures come under AP Tourism AP Tourism is the commercial arm of 21 the government, the metropolitan APTDC that is responsible for operating department of archeology along with a few and controlling all the commercial private parties started digging up a site ventures of the APTDC. They are around a 100-year old historical structure dependent on APTDC for certain sanctions in search of “treasure”, based on but being a highly profitable enterprise, information received from a high-ranking they are able to function in a more-or-less official’s son who had received word about autonomous capacity and with little a hidden staircase. (Rao, 2012) Aside from regulation from the government. the fact that they were unable to find anything, what is of concern is the manner

in which they were able to initiate such a APSRTC (Andhra Pradesh State search without sanction through any Road Transport Corporation) and relevant channels or approval process. By MMTS (Multi-Modal Transport virtue of the influence exercised by the System) official, he was not held accountable for his APSRTC and MMTS responsible for road act. Had there been a mechanism in place transport and suburban rail in the city of to verify such information and choose Hyderabad are completely independent of whether or not to act on it, the official

the tourism administration and as such might have been found in violation, which

receive no input from them with regards in turn might have checked such action. managing transport systems to suit tourist In yet another incident, nearly 20,000 needs or to specifically serve places of antique items from the Qutb Shahi period, interest. including guns, armor, and weaponry that were stored in the Shamseer Kotha were This disjointed approach has found stolen. The building, under the control of the State Department of harmed cultural heritage Archaeology was previously used as the armory during the Qutb Shahi period and This lack of organization has led to several currently as a storage space for a number episodes in the past few years of gross of historical valuables. Despite this, the mismanagement of cultural resources in lack of sufficient manpower means that the the city. Weak policies, feeble building is not guarded at night by any implementation and a lack of public security and some reports claim a lack of awareness have led to a loss of several security during the day too. The lack of a invaluable heritage resources. “Diwan proper inventory or records of the artifacts Devdi, the house of the Salarjung family, Administration meant that the investigation was delayed was allowed to decay; palaces of great by several days, in addition to which they nobles were sold to make way for housing were not able to determine the extent of colonies; sometimes, even road widening theft. (Ifthekar, 2012) (19,868 articles became a demolition drive.” (Vottery, missing from Shamsheer Kotha, say 2010) officials, 2012) Newspaper articles that 22 In an instance two years ago, the state covered the incident reported that authorities were pointing fingers at one Schemes in Place for Heritage another with none, including the police Preservation taking required action to recover the articles. A lack of resources along with a The GHMC has enacted several policies to heavy dose of apathy are likely responsible help promote the preservation of heritage for the occurrence. Combined with the lack structures. (Appendix B) of accountability and public awareness the department will, in all probability, get away with such issues of negligence in the Classification of Sites future too. In order to determine the extent of change that can be enacted on a site, a three-tier Restructuring of the roles that these bodies classification scheme has been adopted. play is also essential from the point of view This classification scheme helps owners of finances. Despite the role that the GHMC determine the permitted alterations they and HMDA play in relation to site can make to their property. Very broadly maintenance, they get little of the revenue speaking, the three grades defined are: from tourism. The revenue generated, mainly from entry fees is disbursed Grade I – No changes allowed, not even minor; these are reserved for the oldest directly to the regulatory authority, be it and most historically significant sites ASI, the State Department of Archaeology which need to be preserved as is. or a private body; with little to gain in terms of revenue, there is little incentive Grade II – Repairs and minor changes that for the municipal corporation or are in harmony with the existing site. metropolitan authority to promote Grade III – More major changes allowed tourism. Further, there has been including construction of new blocks etc. considerable tension in the past between the HMDA and GHMC regarding distribution of finances which does not Funding, Tax Waivers and bode well for the tourism industry. (Singh, Development Rights 2014) Entry fees in turn are so low that Many heritage sites are a burden and regulatory authorities such as the ASI or liability on their owners due to the State Department of Archaeology at each restrictions placed on them against of these sites are strapped for funds and alteration or commercialization. In order are forced to compromise on security, to help such property owners maintain maintenance and services offered. This has and prevent the decay of these sites, the been discussed in the following section. municipal corporation provides various Administration funding alternatives and tax benefits as This division of power and authority needs described below: to be restructured to better delineate  The GHMC waives up to 75% of the responsibilities and introduce property tax for private owners of accountability. heritage sites so that they are able to afford and maintain the site. 23  For those owners who would like to renovate their property, the Adaptive Reuse government funds up to 20 percent of The government also leases out heritage the estimated costs or Rs. 25 lakhs buildings for adaptive reuse for a variety of ($50,000), whichever is lower. purposes. There are currently many such Property owners however need to buildings in Hyderabad such as the make the payments initially and upon Falaknuma Palace which functions as a submission of the bills, will be hotel run by the Taj Group, or the historic reimbursed for the costs. Victoria Memorial Home which was donated to an orphanage which currently  The restrict demolition of sites to only runs a school and orphanage there those that are a safety hazard. The presently. (Figure 5) Jawaharlal Nehru Technological

University is the authority that evaluates proposals for construction or Public Private Partnerships demolition of sites and gives sanction. The GHMC also offers opportunities for Only in the event of a site being public-private partnerships (PPP) to impossible to restore and a safety promote tourism and heritage

hazard to the public will demolition be preservation by collaborating with non- sanctioned. profits and private companies.

 For sites with low Floor-Area-Ratios Some projects that have been realized (FAR) where property owners are using the PPP model include the concerned about incurring losses, the restoration of the Qutb Shahi tombs by the GHMC awards Transfers of Aga Khan Foundation where they are given Development Rights on a case by case restoration rights although the property is basis, allowing owners to develop still owned by the government. properties elsewhere instead of Other privatization projects include Snow changing the heritage site significantly.

World where land is given to a private Administration

Figure 5 (a) The Falaknuma Palace which is now a hotel run by the Taj Group (b) The Victoria Memorial Home which is doubles as a school and orphanage 24 Source: tripadvisor.co.in; Google Plus party for 33 years under a build, operate and transfer mode. Apart from the rent Mr. Mohammed K.K. while working as the and taxes, the government also gets 2 Regional Director of the ASI in New Delhi percent of the revenue (fixed rate for any worked towards establishing schools in kind of development) and the contract is the slums around the Red Fort and Qutb renewed if all the rents and fees are paid Minar and distributing blankets and warm on time. clothes to impoverished families at highly discounted rates. This initiative was

appreciated by diplomats from the U.S. Discussion including President Obama during his visit While the schemes in place for the to India; Indian authorities however preservation of cultural heritage are continued to condemn it reasoning that it comprehensive, the main problem they showed India and its poverty in a poor face is with implementation. With rampant light. Despite the criticism, he believes that corruption and administrative difficulties, urban renewal should be a cornerstone of it becomes very difficult for the right tourism development and hopes to people to receive funds and waivers and in continue similar work under the Aga Khan

their entirety. This in turn deters owners Foundation in Hyderabad. from taking up development activities, choosing instead to allow the property to Along with their restoration activities at deteriorate. the Qutb Shahi tombs, the Aga Khan Other improvements that might improve foundation is also looking into partnering heritage preservation include providing with the surrounding community. The benefits in accordance with the grade community in the Golconda area is very assigned to the monument, for example, a conservative with several people still Grade I monument where minimal changes following the burqa system and where are allowed and which would therefore be women are still very backward. He hopes a greater liability to owners could be to involve the community by encouraging offered more tax benefits as compared to a their employment in heritage and tourism Grade III structure where the owners are developments. They are also in talks with a allowed to develop to a greater extent. few local hospitals in the immediate Golconda area which need infrastructure

including generators for their operation Social Responsibility theatres; the Aga Khan Foundation hopes Apart from these several NGOs and

to sponsor a part of the funds required for Administration government officials working in the the installation of such necessities. tourism and heritage preservation sector also take up social development in tandem with their work. 25 Differential pricing schemes disproportionately higher at Rs. 50 per still camera or Rs. 100 per video camera while are not very effective most places allow mobile phone cameras free of charge. Such a pricing scheme is The pricing schemes at the tourist sites are both inconsistent and ineffective. Entry fee largely ineffective for a number of reasons differences are likely to cause disparities as discussed below: in the numbers of tourists who visit as well Firstly, there is a considerable amount of as the relative popularity of the place. variation in the prices charged among Additionally, with the advent of technology different historical sites in Hyderabad. The and every person owning a mobile phone amounts charged are inordinately low and with camera, there is a considerable loss of easily affordable by many which revenue from not charging these visitors. encourages repeated visits by locals Secondly, there is a vast price difference among other tourists. The token amount between that charged to local people and which does not even cover the costs of site that for foreigners, a measure which is maintenance, let alone generate a profit, is meant to account for the income gap and structured to supposedly inculcate a sense higher affordability of foreign visitors who of public ownership of these heritage sites come from richer countries. For instance, and discourage entry for vandalism. the entry rates for foreign visitors at the Arguably the most important historical Golconda Fort and Chowmahalla Palace is monuments in the city, the Charminar and Rs. 150 each, i.e. 30 times and 3.75 times Golconda Fort, which are central the amount charged to domestic tourists. government managed have the lowest This scheme however seems to be highly costs of entry at Rs. 5 ($0.08) per person unpopular among foreigners and locals for Indian nationals while other places of alike: while only one foreigner commented similar historical value, but managed by a on the unfairness of such differential private trust, charge much higher amounts treatment (from the surveys, Appendix A), e.g. the Chowmahalla Palace which charges a number of domestic tourists believed Rs. 40 ($0.4) per person for Indian that overcharging foreigners was unjust nationals. The Golconda Fort which is and inhospitable and would have instead managed by ASI and which charges a fee of liked to see foreigners get treated the same Rs. 5, also hosts a sound and light show way as locals. This bid for equal treatment that is managed and run by AP Tourism includes not just entry fees but prices with due permission from the ASI. Per charged by auto-rickshaw drivers and Pricing and Pricing Equity person charges for this show are Rs. 150; salespeople. This finding has also been although not unaffordable for many, it is noticed in previous studies such as one in grossly disproportionate as compared to Cape Coast Castle, Ghana where foreign the entry fee of Rs. 5 and reiterates the visitors expressed their dissatisfaction previously expressed opinion on poor with entry fee differentials for local and inter-agency coordination. Further, the foreign visitors. (Austin, 2002) 26 prices for carrying a camera inside are Thirdly, these sites generate very low Positives and Negatives of revenue from commercial activities like film and advertisement shootings, Modifying Entry Fees commercial photography etc. A standard Several studies have evaluated reasons for rate as fixed by the central government for particular pricing structures at heritage filming charges is Rs, 5000 ($82) per shoot sites as well as the pros and cons with the aim of promoting India’s cultural associated with them. Several heritage through films and media. Film considerations need to be taken into budgets run into tens of crores of rupees consideration when determining an (1 crore is 10 million) and Rs. 5000 is in effective pricing program for these sites, comparison a pittance. These sites are thus not merely the ability of visitors to pay but losing out on revenue which can be very also the effect that it might have on the easily tapped by a reassessment of these structure and the visitors’ experiences.

pricing schemes. A study conducted in Changdeok Palace in Steps in this regard have previously been South Korea attempted to assess the use- attempted but have been dismissed by the value of a World Heritage site using the central government under which the ASI Contingent Valuation Method (CVM); they falls. Mr. Mohammad K.K. who retired as found that on average people’s Willingness the regional director of ASI, North India -to-Pay (WTP) was almost double of that had previously proposed a modified actually charged without any significant scheme for increased commercialization of impact on visiting behavior. This varied all monuments under the authority of ASI. with different factors such as the income The report encouraged public-private and the age of the user with higher income partnerships as a means to encourage users being more willing to pay while commercial activities at heritage sites and older people were more resistant to a market them better. Based on various pricing change. (Kim, Wong, & Cho, 2007) studies, it also proposed prices of at least A study in Ghana found that people’s Rs. 50 (if not more) for World Heritage response to entry charges also varied with Sites and at least Rs. 25 for all other sites; their perceived emotional connection to film shooting certificates currently valued the heritage site. For example, African at Rs. 5000 per shoot should be modified Americans felt a stronger emotional to Rs. 1 lakh an hour. Other proposed connection to a site where slaves were changes include increasing the costs of housed historically and consequently antiquity certificates and increasing the protested higher entry fees believing it to Equity and Pricing amounts charged to traders of antique and be a part of their cultural heritage, which cultural items. All these changes were they shouldn’t be charged for. Caucasians however rejected and are normally re- in the same study were not as emotionally evaluated only once in every ten to fifteen affected and were concerned more about years. the unfairness of differential prices between them as foreign visitors and the 27 local population. (Austin, 2002) These are 2010, a chunk of the Charminar fell off the factors that would need to be considered structure which later studies attributed to when creating a pricing change in a excessive traffic and people at the heritage-rich Hyderabad. The local people monument. (Portion of Charminar minaret are likely to feel a greater emotional falls, 2010) Moderating the number of connect to these sites which might impact people who visit the site is thus essential their willingness to pay a considerably and could possibly be prompted by raising higher entry fees. Similarly, foreign visitors the entry prices to the monument. are likely to feel unwelcome when they are charged substantially higher rates. For heritage monuments in Hyderabad, the potential benefits of modifying entry fees Equity concerns would also determine the are multi-fold: fairness of pricing. Being a country of

substantially lower income as compared to  Assuming that the increase in charges

western counterparts, people have lower falls within people’s capacity to pay, disposable incomes and reduced ability to the higher charges are likely to pay for such recreational and quasi- generate higher revenues which can be educational activities. An argument that invested in better site maintenance, advocates of free entry put forward is that security and provision of services; people shouldn’t have to pay for an  Modifying the fee structure will also educational experience or that cultural help eliminate (or reduce) the current heritage should be a free commodity that gap between the fees charges at all people can partake of. Having said that, different sites and between foreign and some studies also believe that not charging domestic tourists; for such experiences is tantamount to assigning them no value and that a charge  Raising fees can also be used as a commensurate with the expected value of crowd management strategy to deter the experience should be charged. (Austin, people from visiting the site and 2002) reduce stress on the monument.

Protecting vulnerable heritage sites On the flip side, the potential negative against wear-and-tear by moderating the effects should also be kept in mind: number of visitors and reducing people- induced stress on the structure is yet  Drastic changes in people’s behavior

another argument in favor of increasing patterns and large reductions in the Pricing and Pricing Equity prices as is practiced at the Stonehenge in number of visitors might actually England. (Austin, 2002) This is true of reduce the revenue generated from many heritage sites in Hyderabad which charges instead of increasing it; already witness overcrowding to the point of causing discomfort to fellow visitors  Equity should be kept in mind when (from surveys) not to mention undue structuring fees such that even low- 28 stress to the monument. For example, in income people find it affordable to visit these heritage sites are public property, maintained for with tax money collected from citizens; it can  Public resistance to hiking the prices thus be argued that it becomes citizens’ and the emotional connect of local right to enjoy the benefits of these public people to their heritage must be kept places. Imposing heavy entry fees that in mind when implementing such dissuade the public from visiting can be changes. Incremental changes and in a considered inequitable. staggered fashion might be more On the other hand, a fee structure that is palatable overall. more affordable will attract a wider  In order to minimize the potential income demographic, which in turn causes adverse effects of price changes, more overcrowding and stress. Therefore detailed studies and surveys need to be pricing structures should be balanced with undertaken, specific to Hyderabad, to these two opposing forces to reach one determine the prices that people are that is neither cost-prohibitive nor willing to pay for access to heritage unreasonably discounted. Further, fee sites. schemes need to be reevaluated frequently to reflect the rapidly changing economic conditions, instead of the reevaluations that take place only once in ten to fifteen Equity years.

Equity concerns are one of the main issues with tourism development in a community Effects of mass-tourism: Stress on and any proposed pricing changes. Equity infrastructure and public amenities concerns arise due to several reasons and concerns, all of which must be given due Another equity concern that arises from consideration before formulating or growth in tourism is the increased stresses modifying policy. that are placed on civic amenities and public infrastructure due to the influx of people. Mass-tourism leads to “over- Differences in incomes and consumption, pollution and lack of affordability resources”; often at great cost to local populations. (Mirbabayev & Shagazatova) Particularly in a country like India which is One of the common resource shortages

still developing and sees large variations in that is seen as a result of mass-tourism is a Pricing and Equity and Pricing income, differences in income are a very water shortage; this has been found to real concern. While raising prices and occur in other Indian states like Goa and promoting commercialization of Kerala which have high tourist monuments and sites might be a desired populations. The limited water resources strategy to generate revenue from tourism, are consumed by high-end hotels which affordability of lower-income classes can afford to pay, or for other service 29 should also be kept in mind. Heritage sites providers like water sports leading to fewer resources available for the local population. (TourismConcern, 2012) Similar resource shortages of other public utilities like water and electricity can arise due to the increased demands by tourists. Tourism should thus be developed in an equitable manner to ensure that growth in public resource provision can meet the increased demands of larger numbers. In other words, tourism growth should be controlled to ensure that it occurs in a sustainable manner that does not compete with or compromise on the ability of local

populations to reach their potential.

Cultural identity and perceived sense of ownership of the city and site Another angle to equity is the sense of cultural identity and ownership that locals might have compared to outsiders or visitors in the community. Locals might thus perceive a greater sense of ownership and therefore demand greater advantages as compared to outsiders such as reduced entry fees and access to a greater variety of facilities and services. This sense of ownership could be encouraged and capitalized on by balancing the advantages offered with civic responsibilities demanded of the citizens. For example, citizens could be encouraged to participate in all matters related to heritage

Pricing and Pricing Equity destination and preservation; clean up drives and similar initiatives to promote better sanitation practices and civic sense. 30

Factors affecting Recruitment another sub-section. and employment Employee shortages plus leniency results in poor job performance Employment in the tourism industry often Another issue that impacts job occurs through informal networks and performance is the difference in the channels. This section attempts to discuss expectations of employers and employees, current employment practices in the with the latter often giving priority to their industry, particularly Hyderabad, and personal responsibilities over their suggest suitable interventions to increase professional commitments, often leading efficiency. to compromises on punctuality, attendance Societal stigmas restrict and so on. (Gale, et al., June 2013) employment The tourism industry in Hyderabad faces A study by the City and Guilds Centre for similar difficulties. One of the main Skills Development published a report that problems they face is a shortage of staff identifies issues and difficulties with especially at key locations. Further these recruitment and employment in the Indian people are subjected to frequent transfers tourism sector. The study conducted i.e. every 3-4 years to other monuments across several lodging facilities identified and other cities, an issue that often poses impediments to finding the most-effective domestic challenges for them. However, task force in the industry. The most they also enjoy a great deal of job security common social concerns were caste-based with the government very rarely laying off disputes; discrimination and stigma people and instead choosing to transfer against women in the industry due to them if they do not perform satisfactorily. safety concerns, perceptions of This suggests that despite personnel promiscuity and domestic demands; shortages, the government chooses to differences in expectations between retain less-than-competent staff which employees and the organization. (Gale, et further challenges maintenance efficiency. al., June 2013) Gap between formal training and Further, the still developing industry has a industry requirements. flourishing informal sector that includes Business owners also harbor the amongst others, lodging, tour guide perception that formal training services and rental facilities; recruitment establishments impart outdated and in these areas predictably also occurs irrelevant information. Further, these

informally. While an advantage of this Participation Public & Employment training institutes do not lay adequate system is that employers seek to save on focus on soft skills such as communication recruitment costs and hire locally, - word- and confidence. Poor soft skills are in fact of-mouth being the common recruitment major obstacles in the path of career strategy - it has resulted in hiring advancement, since the ability to occurring within restricted social circles communicate effectively, particularly in and classes. (Gale, et al., June 2013) This English, is deemed essential for people 31 informal sector has been discussed in

placed in higher positions i.e. those who National Institute of Tourism and interact directly with their clientele. (Gale, Hospitality Management et al., June 2013) The National Institute of Tourism and An example that highlights this deficiency Hospitality Management (NITHM) was set is that of an auto-rickshaw driver, Javed up in 2004-2005 by APTDC with the aim of Khan, who also runs an independent tour helping in making tourism an organized guide service. Although his English is weak, sector by supplying professionals. The he says that it is enough to get by, and that institute is jointly administered by the this knowledge of English gives him a NITHM management, APTDC which is definite advantage over other such given executing authority, Shilparamam, independent guides. (complete transcript and the Department of Tourism. in Appendix B) They offer a number of academic programs Lack of suitable training institutes also such as MBA, BBA, Hotel Management, means that people without formal training B.Sc. etc.; short courses or training and education are hired and trained on the programs in topics like food production, job; on the plus side, this saves for servicing, housekeeping in hotel potential employees, the costs associated management, specialized guide training in with formal degrees. (Gale, et al., June archaeology, nature; and opportunities for 2013) research and consultancy with APTDC and other concerned agencies on topics related to rural tourism, promoting indigenous Role of Training Institutes handicrafts and so on. The growth of training institutes for the Apart from the main intake of people with hospitality industry has seen a sudden a high school education, the institute surge in recent years. There are State targets a wide audience of people and from Institutes of Hospitality at Medak, Tirupati different backgrounds: a number of the and Nellore (all within Andhra Pradesh) short refresher courses are targeted at mid and a branch at Gwalior. -career professionals, while shorter one In order to address gaps in training for the and two day courses in skills like cake- hospitality industry, the state department making might be targeted at homemakers for tourism established the National or software professionals. The government Institute of Tourism and Hospitality of India has been trying to provide Management in 2004-2005 as an institute alternative career options to those who to train the people of Andhra Pradesh; have had a limited options for study in the Employment & Public Participation Public & Employment further, recognizing the absence of an past e.g. by providing free and reduced cost institute for culinary arts, one has been programs for those who are only 8th pass established in Tirupati. and those less than 28 years old. Further there is a 15 percent intake of foreign

students from African countries, Afghanistan and Bhutan (mainly) to increase student diversity. 32

The state of Andhra Pradesh gets a customers in order to earn more despite locational and therefore, a recruiting the municipal government imposing strict advantage. A number of national and tariff structures. They have arrangements international companies such as Thomas with the police and other law enforcement Cook, Kouni Corporation, IRCTC, Mohan authorities who they turn a blind eye to Lorry, GMR (Hyderabad International the overcharging in return for bribes. They Airport) recruit students from the institute however face problems from other drivers where they organize themselves into

specified territories to which they are Informal Network restricted; in the event that an auto-driver from another area of the city try to run his In conversations with various staff in the auto in another territory, he is forcibly tourism departments and offices, there are removed often through the use of violence; few who acknowledge the presence of an the police turn a blind eye to this also entirely informal network in tourism that which makes it very difficult to break out is integral to the efficient functioning of the of the system. tourism network and probably leeches a Some auto-drivers work as tour guides as large portion of the tourism economy. an additional source of income, particularly during the peak season from May to July and December to January. They Functioning of this informal have an internal arrangement among network themselves and distribute earnings among The functioning of this informal network themselves informally. In the process of was gleaned from Mr. Javed Khan, an auto guiding, they have learnt to cater to driver and guide, who offered a different demographics and income description of this informal tourism brackets and charge different amounts network in Hyderabad: how the network is depending on group size, whether they are organized, how it operates, and the local or foreigner and how much they think relationships between the different their client can afford to pay. integral participants. (Appendix B) In order to promote their guide services, An informal sector and network is they have tie-ups with smaller hotels and pervasive in all sections of the tourism lodging facilities that have sprung up industry be it accommodation and lodging, around the city, particularly railway and transportation, or shopping and services. bus stations which offer lodging for much

They work distinct from government cheaper rates (around one-third of those Employment & Public Participation Public & Employment intervention and control to the extent that that are advertised online). They bring they work despite government regulations customers to these hotels in exchange for a to the contrary. small share of the profits; these hotels in turn advertise their guide services to the Auto-rickshaw drivers are a large segment guests. The hotels save costs of advertising of the service providers in this sector who and cater to a different demographic that manipulate auto meters and overcharge is looking for functionality rather than high 33

-end services. Owners of these hotels are people functioning in this sector. dependent on this informal network to get Tourism authorities should thus push a regular stream of customers while these for effective checks to the police power auto-drivers are responsible on the hotels to allow for more effective functioning for the advertising of their guide services. of the sector. An effective police would be key to checking some of the more There is thus a lot of inter-dependency in controversial practices in the industry the network. Loyalties and unofficial such as the violence between groups, agreements between various inter-related drug and prostitution rings and so on. parties govern the functioning of this system and disrupting even one  Despite the prevalence of this very stakeholder’s participation might impact large and organized informal network, the entire system and trickle down to they get very little recognition or hamper tourism in the entire city. support from the government. For example – though cooperative banks

have been set up to help facilitate small Improvements and businesses e.g. those wishing to Recommendations purchase their own aut-rickshaws, beneficiaries have to make repeated It is imperative that tourism authorities rounds of the cooperative banks and recognize the role that this informal more often than not, work never gets network plays in promoting and done. Further, although monthly maintaining tourism in the city. Despite income is decent, owning a house or the fact that a large number of practices of apartment is very difficult due to high the informal sector occur outside the property rates. However, after the traditional bounds of law, consideration government has locked the lending should also be given to the fact that it is a rates of private financers, getting highly efficient system. The competition funding from them has become more between various factions and their hassle free. The previously charged symbiotic manner of functioning serves to interest rate of 1.5 to 1.7 percent has bring down prices, which in turn makes since been reduced to 1.2 percent, thus tourism more affordable to lower income making borrowing from them better groups. Developing this sector effectively and easier. Similar policies that work would therefore require deliberation and towards removing barriers to ownership and instead providing

Employment & Public Participation Public & Employment thought. The aim should be to iron out some of the less acceptable practices but assistance to help people buy their encourage the more effective ones by own property be it an auto-rickshaw or removing barriers to their functioning. house would also help reducing penury and hardship among these people.  Authority here is wielded very shrewdly, with the police using their 34 power to make difficult the lives of the Literature Review facilities such as sports complexes, art fairs etc. (Ionel, 2013) The development and maintenance of Aside from the system of governance and tourism infrastructure “which services the administration in Hyderabad, need of the tourist and encourages infrastructure facilities are factors that will development in the sector” is necessary for determine the quality of tourism in the the growth of the industry. (Karim, 2011) city. A survey (Appendix) of visitors and Development needs to take place tourists in the city was used as a starting synergistically in both the private and point to identify the main problems with public sector with investment from both

the quality of tourist infrastructure in the fronts necessary for the overall growth of city; this was combined with input from the sector. The public sector is typically various tourism officials who describe the responsible for policy formulation; challenges they face in implementing planning and developing key suitable changes. Apart from public input infrastructure like transportation and and opinion in the form of the survey, a sanitation; protection and maintenance of personal assessment conducted during the landmarks and historical sites; prescribing site visits was also used in assessing standards for environment and public infrastructure and suggesting suitable health policies. On the other hand, the interventions. main activities of the private sector include adequate development of other facilities like accommodation and lodging; travel Transportation Infrastructure agencies and private tour services; marketing, advertising and other Transportation both to and within the city commercial activities. (Ionel, 2013) are essential to increasing the Synergy is required between the two in attractiveness of Hyderabad as a that public sector policies and activities destination. Being a major metropolitan should ease private sector investment in area in India, Hyderabad is very well the right direction to help address connected both domestically and shortcomings of the existing tourism internationally via air, rail and road scenario. transportation. Internally however, the Ionel proposes certain essential elements transportation system can do with a of successful tourism infrastructure: (i) number of improvements which have been Accommodation and catering structures to discussed further. house tourists; (ii) Elements like landscape, culture and history which Infrastructure Tourism increase the attractiveness of a location; Public Transportation (iii) Communications infrastructure which Public transportation in the city is includes transport and inadequate, compelling commuters to use telecommunications; (iv) Civic elements personal vehicles or relatively like hospitality, civic education and unaffordable means like auto-rickshaws aesthetics; (v) recreational and leisure and taxis. Low public transit usage 35 combined with metro rail construction effective mode of public transport if activity currently taking place city-wide planned prudently. Despite stations being has resulted in severe traffic congestions located at strategic points (for example, and unduly long travel times between right opposite Eat Street at Hussain Sagar , destinations. To redress this, effective and a popular tourist haunt ) the number of improved public transportation needs to people using the service is negligible be developed, particularly to locations of because of the following problems: tourist interest. Some aspects are  Lack of coordination with other modes discussed below. of transport:

A key issue identified with the MMTS

MMTS (Multimodal Metropolitan system was the lack of proper directions Transport System) and information about locations of stations and raillines, which is a major problem for Contrary to what the name suggests, non-locals. Despite being advertised as a MMTS consists of only a suburban rail multi-modal transport network, the service of two lines that serve the twin suburban rail system functions in isolation cities of Hyderabad and Secunderabad: one to other modes of transport. Stations are of which runs between Lingampally and situated in random locations that are not Falaknuma and the other which runs immediately obvious to someone between Lingampally and Hyderabad. A unfamiliar with the city and there are no few suburban routes run infrequently. signboards with suitable directions. Despite there being only two lines, the Signboards in different languages need to service area covers a number of points of be strategically placed to assist both local

interest and could thus prove to be an commuters and visitors. Some stations Tourism Tourism Infrastructure

Figure 6: MMTS timings for the Lingampally-Falaknuma Line which shows that the trains ply at a very low frequency of less than once every half hour. 36 Source: www.mmtstraintimings.in/ such as the one at Hi-Tech city is located which can take up to two hours in peak under and across a busy flyover which is traffic and all for a meagre fare, often less not accessible to pedestrians easily. Such than Rs. 10 ($0.20). There were proposals designs mandate multi-modal connectivity. underway to expand the current MMTS Ideally, bus stations and auto-stands line to serve other corridors but these have meant for shorter distance travel should been indefinitely postponed due to various be located in close proximity to the rail administrative and legal difficulties. stations so as to promote multi-modal (Times of India, 2014) trips. The use of 2 wheelers to access inconveniently located stations can be encouraged if stations housed convenient, Metro Rail covered, two-wheeler and bicycle parking. The metro rail network seeks to redress some of the deficiencies in the MMTS system by providing a comprehensive,  Unreliable service with poor frequency interconnected network with strategically One of the other issues identified with the located stations for mass transit. Although MMTS was the unreliability and poor the lines are still under construction and frequency of service. (Figure 6) Despite are due to open only by mid-2015, it is commuters being concentrated only along expected that the service will dramatically the two routes that the MMTS serves, the change the landscape of Hyderabad mass periodicity of trains is normally around transit. Routes are well planned and are once every half hour which means very located to supplement, rather than replace long waiting time between trains. Further, the MMTS service. Additionally they are the trains do not run in accordance with integrated with other major modes of pre-specified schedules and are frequently transportation such as bus hubs and train delayed or cancelled, which makes it a stations thereby facilitating multi-modal highly unreliable option for most connectivity. From a tourist’s perspective, commuters. Although published in print, the metro connects most places of interest train schedules are rarely actually in Hyderabad and promises modernization available at stations when requested. The and increased efficiency of the system. lack of popularity of this mode can be seen (Figure 7) from the low numbers of commuters even Metro construction has however severely during morning and evening peak hours. hampered movement in the city since the last few years: road closures, detours,

 These trains however have a lot of makeshift bus stands and other Tourism Infrastructure Tourism potential since they are exempt from inconveniences are widespread. Aside issues that other modes face from traffic chaos, metro rail construction activity has also caused extensive air They are exempt from issues that other pollution in the city with recent estimates modes face and are by far the cheapest and placing the particulate matter fastest mode of commute within the city, concentration from 2012-2014 at 45 particularly for longer cross-city distances percent more than the permissible limits 37

Figure 7: Route map of the Hyderabad Metro shows that it connects places of interest; Source: Hyderabad Metro Rail website (www.hmr.gov.in)

as defined by the Andhra Pradesh tourists in the city. Pollution Control Board. (Baseerat, 2014)  Bus routing is not intuitive, routes are designated by various number and letter combinations and there are no Buses route maps or guidebooks that can Buses are the primary mode of public help people get acquainted with the transport within the city. They run at a system. A lot of the signs at bus stands good frequency and have good are in Telugu, the local language, which connectivity to most, if not all, areas of the makes it difficult for people unfamiliar city. A number of private tour operators with the language. also run buses to and from popular  Several locations of the city which have destinations (e.g. Ramoji Film City) and become important bus hubs where Tourism Tourism Infrastructure inter-city buses ply between Hyderabad multiple lines ply, serve as transfer and other major cities. Given the difficulty stations such as Toli Chowki, S.R. of reserving a train ticket in India, these Nagar but these stops don’t have buses are increasingly gaining popularity. dedicated transfer stations to handle Despite the many positives, the mode is the large volumes of bus traffic. A not without its share of problems, combination of factors like metro 38 particularly in the context of visitors and construction, road diversions and large numbers of buses stopping, has impact this has is best demonstrated by resulted in traffic bottlenecks in these the fact that a chunk of the Charminar fell areas. off in 2001 which was attributed in a subsequent report to the stresses caused

by heavy vehicular and people traffic Auto-Rickshaws within such close proximity of the monument. In response, there have been As has been previously mentioned in the efforts to pedestrianize the area discussion on informal networks, auto- immediately adjacent to the Charminar rickshaws are one of the more commonly and to reduce automobile traffic in areas

used transport options in the city. Despite close to historical structures. Inner and government regulations that enforce fare outer ring roads are under construction as metering and fuel use for autos, auto- a means to divert traffic, particularly heavy rickshaw drivers are generally a law unto vehicles, around the city rather than themselves. Foreign tourists especially, through it. who are unfamiliar with standard rates, very often get conned into paying much higher fares. Pedestrianization

In tandem with proposals to reduce inner- Other issues with road transport city traffic congestion are proposals to improve the city for pedestrian traffic and An increase in population and automobile make it more suitable for human mobility. traffic has resulted in severe congestion in The old city in particular is densely built Hyderabad in the last few years. Heavy up with a number of small, old buildings vehicle traffic is poorly regulated with and a few shanty towns. In the midst of buses and sometimes trucks plying within this lie buildings and sites of historical the city center and within a whiskers significance which along with their length of a number of monuments of surroundings are heading towards ruin.

historical significance. (Figure 8a) The Tourism Infrastructure Tourism

Figure 8: (a) Road congestion in Hyderabad (b) Traffic and crowds around the Charminar support the need for pedestrianization projects Source: Deccan Chronicle Archives; newswala.com 39 Pedestrianization projects seek to improve municipal authorities conducted a study pedestrian connectivity to these sites. which determined that the degeneration of (Figure 8b) Among various schemes, the the monument was a consequence of the most important is the Charminar immense stresses placed on it by human pedestrianization project which aims to and vehicular traffic adjacent to the convert the area immediately adjacent to monument. Besides, the lack of proper the Charminar into a pedestrian only zone. zoning laws and development control has resulted in a mismanagement of the

available space which deters people from

 Approach to Tourist Sites accessing this area which has held cultural,

High urban densities in Hyderabad have religious and economic significance for resulted in monuments and heritage sites several decades. The Charminar being eclipsed by other constructions that Pedestrianization Project hopes to achieve have cropped up despite prohibiting through pedestrianization, heritage regulations. To cite an example, as per perseveration and infrastructure regulations of ASI most activities are development, a precinct that is “accessible, prohibited in areas that are within 100 safe, secure and aesthetic”. meters of a protected monument, mining The project initially faced severe and construction are disallowed within a opposition from various stakeholder further radius of 200 meters. The groups; shopkeepers and merchants regulations are seldom enforced. working in the area believed that Encroachments are frequent, police restricting automobile access would ineffective and stakeholder groups too negatively impact their businesses and many to regulate such developments citizens while residents were concerned entirely. At the Golconda Fort which has about the inconvenience that it would the highest degree of protection by the cause. In the interests of preserving the Central Government, shops and housing monument the municipal corporation has can be seen in abundance less than 10 pushed ahead with it. Where earlier, stalls meters from the walls of the fort; similarly used to be set up on any available square the entrance to the Chowmahalla Palace is inch of pavement, GHMC has now through a small, unimpressive gate that is mandated that every vendor possess a lost amidst the surrounding built area. As a government-issued vendor card and ply result, a number of historical and heritage their trade only within restricted areas of sites of varying degrees of importance are the district. This measure is aimed at lost in this dense urban fabric, further preventing encroachment of municipal

Tourism Tourism Infrastructure detracting from their historical and public land and promoting safe, significance as well as the tourist economic zones. (Charminar experience. Pedestrianisation Project, n.d.) Presently, the area immediately around the Charminar is closed off to buses and  Charminar Pedestrianization Project automobiles, although auto-rickshaws 40 In response to the 2001 incident when a continue to run around the monument. chunk of the Charminar fell off, the Heritage Walks Heritage walks initiated and designed by tourists about typical auto fares so that Ms. Madhu Vottery and administered by they learn to bargain effectively and not AP Tourism, are initiatives that seek to get swindled. promote the cultural heritage of the city.

Visitors and tourists are guided around the history rich city center of Hyderabad for a  Additional pedestrianization projects meagre, easily affordable charge of Rs. 50 They can be initiated in areas which which includes entry fee to the experience high people traffic and large monuments covered as well as breakfast. numbers of tourists, like the Golconda area There are four different guided tours

and markets at Koti. These are areas which available, three of which begin at the have a number of shop-lined narrow Charminar and cover key historical and streets and gullies which are ideal for cultural sites in the old city during the pedestrianization since they are densely course of one and a half hours. (APTDC, packed and visually attractive; automobile n.d.) traffic causes chaos and detracts from this experience. Improvements and Recommendations  Transportation information From a tourist’s perspective connectivity Transportation options that are available can be improved by adopting several to tourists could be advertised in simple practices to encourage use of public brochures, maps and guide books that can transport and improve accessibility. be made available at entry points like intercity railway stations, bus stands,

airports; they can also be sold by various  Encouraging multi-modal connectivity private operators. Further, steps could be and efficiency taken to assess the benefits of distributing them for free or for a token amount. Being a non-local, a tourist in particular is Encouraging private tour operators to unlikely to have access to a personal advertise their services in such brochures vehicle and will be more heavily helps offer more options to tourists apart dependent on public transport. This can be from being an effective means to generate addressed by enhancing the commuter revenue. experience by running regular trains with announcements and schedule information As smart phones and mobile internet is

in multiple languages. becoming increasingly popular and Tourism Infrastructure Tourism affordable in India, smart phone apps are a In order to make auto-rickshaw use more highly effective and convenient means to tourist friendly, it would help to enforce deliver real-time information on travel metering. The problem is however options and conditions. When integrated systemic and is likely to take a great deal of with mapping services like Google, they time to eradicate entirely. In the become all the more useful for a tech- meanwhile, it would help to educate savvy traveler. 41 Infrastructure for many tourists to look for better options that served their needs away Accommodation and from the city center and thereby away Hospitality from places of tourist interest which in turn was inconvenient in terms of The National Tourism Policy as well as the transport and communication. Andhra Pradesh State Department of Tourism identify the number of hotels and Hyderabad has recently seen a growth in lodging services as one of the greatest specialized tourism such as medical strengths of the tourism industry in the tourism and MICE (Meetings, Incentives,

state. (Department of Tourism, Ministry of Conferences and Exhibitions) which Tourism and Culture, Government of India, requires specialized facilities that the 2002) (Appendix B) With the growth in hospitality sector does not entirely meet. tourism in the country, the hospitality Improvements and industry has correspondingly grown to provide a variety of different services, be it Recommendations accommodation or catering that caters to  Rating Systems and quality assurance all groups of people, to the extent that schemes should be developed and there is now a surplus of hotels and implemented to ensure that lodging facilities available. accommodation facilities meet However the tourist surveys identified a minimum standards few gaps in the accommodation services Sanitation and hygiene is the main concern that could be targeted as the sector of tourists when selecting accommodation develops further. One of the main and lodging. Poor sanitation and health is drawbacks of the existing accommodation also a concern for international tourists services is that while it has grown in when traveling to India which suggests quantity to correspond to the growth in that poor hygiene has impacts beyond the the tourism sector, it has not grown in local and beyond a simple choice of quality to the same extent. accommodation. Hygiene standards in  Among these are the mediocre accommodation facilities is thus an sanitation and hygiene standards in important consideration that influences many places, a criterion that takes the quality of tourism overall. precedence above all other factors Hygiene standards in hotels can be including cost of the facility and maintained by establishing minimum location of the hotel. hygiene standards that all hotels must

Tourism Tourism Infrastructure  Further, tourists complained of a lack follow which might include at a bare of suitable options available for the minimum clean water, functional middle class; the prices at most restrooms or pest-free services. A rating facilities were either too steep or too system might also be established, similar low-priced where they were looking to the hotel rating system, that classifies for slightly better accommodation. accommodation services according to the 42 These two factors combined forced quality of hygiene and sanitation that they offer, a system which would need to be ensured through regular quality assurance Quality of Tourist Sites: checks. Congestion and Overcrowding  Development should be directed at meeting the needs of specialized tourism Apart from the administrative and pricing initiatives challenges that have been previously For instance, patients or people who are in discussed, tourist sites are distressed by any way incapacitated might need easy poor sanitation and overcrowding. The access to their hotel room, washrooms and latter in particular is a difficult problem services; rooms and facilities should be since it brings into conflict several designed to adjust medical equipment and disparate issues: impact that overcrowding maybe house caregivers. Hyderabad has has on the monument structure; a one of the largest, international convention judicious pricing system that is profitable centers in India and has seen steady for the industry; equity considerations, growth in recent years of all kinds of especially for locals; and the unavoidable national and international conferences – in high population numbers and density in recent years, an international doctors’ Hyderabad. The overcrowding within conference and a conference on tourist sites however needs to be biodiversity – which requires a different addressed in a sensitive manner since it nature of hotel and hospitality services. detracts from the tourist experience. These could include scheduled pickup from airports and train stations, luxury amenities scaled to serve larger groups, Improvements and conference and meeting rooms on the Recommendations hotel premises and so on.  Re-evaluating pricing This kind of synchronous growth would As has been previously discussed, pricing require greater cooperation and schemes need to be re-evaluated communication between the tourism and frequently to ensure that the monument or its associated hospitality industry. Tourism tourist site invites only a practical number policy could provide more information of people or crowds that do not exceed with regards the course that the tourism holding capacity. This needs to be balanced sector is growing in and thereby provide with equity considerations to ensure it is better direction for future growth. Policy not unaffordable for those from lower initiatives could also strategize and income classes. provide incentives for these associated

industries for parallel growth of the Infrastructure Tourism hospitality industry.  Restructuring layouts Tourist sites could be restructured to reduce bottlenecks at certain points and better disperse visitors around the premises. Good, clear approach roads will reduce traffic congestion around the 43 monument; multiple entrances to larger and guides at tourist sites will help properties such as the Golconda Fort, increase the attractiveness of the site Chowmahalla Palace or Shilparamam will while also publicizing information on help mitigate bottlenecks at the single the site. These amenities offer several entry point; multiple counters and lines for opportunities for involving the ticket booths and security screenings will community: students and other reduce waiting times; attractions and members of the public can be asked to services that are distributed around the design these boards; community site as opposed to localized at a certain members can volunteer as tour guides area will further help disperse crowds and which will increase promote pride in reduce a sense of overcrowding. cultural heritage; funding for the boards can be derived from

advertisements and sponsors.

Quality of Tourist Sites:  Other relevant suggestions include Services and Amenities flexible tours which cater to all demographics, particularly the elderly The tourist surveys gathered several and children. Attractions for each of useful suggestions to improve the quality these groups might be different. of services and amenities offered on-site. Children for instance, might be more Despite the fact that most tourists rated interested in theme parks, attractions services moderately well, several like Snow World or the Ramoji Film expressed dissatisfaction with specific City while the elderly, based on aspects that could be improved upon. interviewees’ observations, are more These have been discussed below along interested in heritage sites and places with specific recommendations. of historical significance. Moreover,  Primary among the complaints was the these are groups which might have poor quality of restrooms and drinking other requirements such as flexible water facilities which would need to be timings, access to specialized facilities addressed by administrators along such as wheelchairs and so on which with quality assurance for water could be provided for by the tour quality and hygiene standards. operator.  Further, a number of people expressed  Maps and guide services were found to be either absent or of a very poor misgivings regarding security services quality. Maps and brochures were not with one expressing discomfort with the manner in which screening was

Tourism Tourism Infrastructure available at most sites which, along with the lack of information boards, conducted. The quality of security and makes it virtually impossible for maintenance services also reflects on tourists to get any genuine information the gap between training institutes and about the attraction, the history of the the tourism industry’s requirements. attraction or the services offered which Apart from job skills, education and in turn can make the visit almost training institutes should also sensitize 44 personnel to the issues concerning aimless. Providing these boards, maps privacy and courtesy which would go a provided at these entry points for long way in increasing the comfort visitors who are new to the city. Paper level of tourists. material can also be distributed at places frequented by tourists such as

hotels and popular tourist attractions. Advertising and Information This would need better coordination between the advertising department of Dissemination the tourism corporation, the Discussion and Recommendations hospitality industry and the administration at various sites.

 Most of the people surveyed were reliant on the internet for getting  Advertising for the sector needs to information on the available keep pace with the growth in attractions and tour services, but information technology. Mobile found that the information on the applications for real time updates and internet was inadequate or unreliable. similar alternatives can be considered Up to date information needs to be for more effective advertising. These made available, possibly with linking technologies are however not available to other relevant websites which to everyone, particularly lower income provide more information or tour groups and it therefore becomes services for greater ease. important to consider the method by which quality information can be  There was a lack of brochures and provided to these people. Involving other material at entry points like people who participate in the informal railway stations and airports with the tourism sector and who have an allocated booths remaining closed effective, established network for more often than not as reported by information dissemination might be a several tourists. Brochures and other resource to consider when trying to relevant information should be

improve advertising effectiveness. Tourism Infrastructure Tourism 45 Over the course of three weeks in specifically asked for. The brochures are Hyderabad, site visits were conducted for also not very informative and some major tourist sites in the city and a basic details that are very relevant to the description of these sites along with tourist, such as a map of the potential areas of improvement have been Shilparamam layout have not been identified and described in this section. incorporated. Shilparamam  Signage apart from being aesthetically inconsonant with the surroundings is Pros also conflicting and misleading in some instances. Some of the display boards  The area is very clean and well maintained with manicured lawns, and signs have misspelled words and poor grammar and thus give an paved paths and landscaping. appearance of being unprofessional.  It carries a number of stalls with representation from every state of India,  Some of the paths are unpaved and that sell a variety of items like clothes, routes to the entrances are handicrafts and other merchandise unnecessarily convoluted. The roundabout approach without accurate showcasing the distinctive artistic specialty of each region. signage can deter people from visiting the exhibits e.g. model village. Cons  Among the series of stalls that are set  Although brochures are available, these up, a large number are empty. This are not being offered to visitors on entry detracts from the pedestrian experience and are in fact supplied only when and increases walking time . (Figure 9)

Figure 9

Shops selling clothes and handicrafts Makeshift outdoor stalls sell pottery Site Visits Site 46 Empty stalls are visually unattractive Misspelled sign ‘Villege Artisons at Work’ Figure 10

Attractive and informative boards

Random pricing of Unimpressive entrance entrance fees Well maintained interiors and congested parking

Chowmahalla Palace

Pros with regards to items that can be taken inside. For instance at the entry point  Although there are no maps or where security screening is done, brochures on offer, there is a large despite metal detectors constantly display board with a map of the complex beeping people are allowed to enter drawn to scale. This serves as a useful without any kind of checking. navigational guide for visitors to chalk out their route around the large Cons complex.

 Although there is a display map at one

 Information boards located alongside place, it is difficult to find your way the exhibits are informative, attractive around the large complex without a and in good language. paper map or brochure for quick reference.  Clean, well-maintained toilets and drinking water facilities are present and  There are no information boards in any conveniently located. language other than English. Typically information boards at tourist attractions  The place has an on-site medical station in India come in three languages: and services for medical emergencies English, Hindi and the local language. run by a partner NGO, the Anusttha

Foundation.  Although the place is very well- Visits Site maintained, it seems overstaffed and  The security services in the area are inefficient. To quote an example one can good. They ensure that photography is see several women performing the task restricted only to exhibits that are of sweeping a single, carpeted stairway allowed to be photographed. However, with brooms when the same task can be screening measures are less stringent executed much more efficiently with a vacuum cleaner. (Figure 10) 47 Charminar

Pros Cons

 The pricing scheme is much like that at  Despite the security there is a fair Golconda Fort which establishes amount of vandalism, much of which has consistency between the monuments probably been there for a while. managed by the ASI.  Heavy traffic is allowed right up to the  It is reasonably well maintained and monument which has, according to a well-staffed. past report, been responsible for the rapid deterioration of the monument’s  There are ramps for wheelchair access structure e.g. in 2006, a chunk of the on the ground floor but not to the upper Charminar fell off onto the road. Despite levels since doing so would involve recommendations that traffic to the making very significant changes to the monument be regulated, it has seen only structure of the monument. poor implementation.  A police station is located right across  Birds can be seen flying in and out of the the street so there is adequate security open structure of the monument and at all times. bird droppings are present in a lot of  There are benches to sit on in the places since cleaning is not done often outside ring which while providing enough. sitting areas for visitors, does not  There are no tour guides present detract from the monument itself. although the Heritage walks on the

 The water in the inner tank is relatively weekend begin at Charminar. The

clean and fresh. heritage walks have their own tour guides who are not very effective since their language and diction is difficult to understand. (Figure 11)

Figure 11 Site Visits Site

(a) View of the Charminar from a distance; (b) The Charminar has ramps for disability access; (c) 48 Scribbling and vandalism of the monument ; (d) View from the Charminar of congested streets Figure 12

Crowded approach road Clean and well- Waste disposal and to the fort maintained lawns recycling at the fort

Golconda Fort Pros Sites and Remains Act, this crowding is also bound to increase the stress on the  They are particular about not allowing monument. bags inside the fort area since people have in the past carried instruments and  As is typical of most ASI run facilities, paints to deface and vandalize the walls. there is a steep price difference between the charges for foreigners, and Indian  There are a lot of very knowledgeable citizens with the former getting charged tour guides who can be hired on the spot Rs.100 as compared to a mere Rs. 5 for for different durations and various sized

locals. The price for the sound and light parties to give people a personal tour of show is a further Rs. 250 for all people the fort. There are brochures and maps alike which is very high in comparison available for a small fee (Rs 20-50) by to the entrance fee of Rs. 5. private vendors within the grounds.  The maps and brochures available from  There are provisions in most places for the private vendors are of poor quality disability access with ramps being and more than one person I interacted provided at strategic places without with, was unable to read the map to find disturbing the aesthetics of the fort. his way around the site, which defeated Cons the purpose of a map in the first place.

The brochure, which is meant to assist a Visits Site  The approach road to the fort is narrow self-guided tour, is poorly made and and congested and not suitable for two- lacks a lot of relevant information which way traffic. Further, the immediate could be of interest to the tourist. People surroundings of the fort is cramped and are often unable to read and correlate packed with shops and people. Apart the places marked on the map and from violating the laws laid down in the brochure with actual places in the fort, Ancient Monuments and Archaeological 49 since there are no additional expressed surprise and unawareness. information boards either.  Despite enforcing the no bags rule for  Marking and signs for public restrooms the vast majority, they do have a and other facilities are not strategically provision for allowing bags inside if placed; a number of visitors can be absolutely required. These cases are spotted going around in circles trying to evaluated individually and subjectively locate these conveniences. During my and the bags are allowed inside if the visit some children were spotted outside guards are satisfied, for a measly fee of the restrooms asking people for money Rs. 5. During the visit, a bag with to use the facility although these academic material was given a very facilities are free of charge. When the cursory glance before allowing it authorities were asked about this, they through. (Figure 12)

Qutb Shahi Tombs

Pros community in maintenance and development activities by employing  Efforts are on to renovate the place them on site. Simultaneously some of with support from various bodies and the revenue is being used to address private organizations like the Aga Khan social issues in the Golconda area Foundation. The office and museum on where the tombs are located. the grounds look new and well maintained.  Despite the fact that the entire grounds

are overgrown, the abundant  The Aga Khan Foundation vegetation also provides a lot of shade representatives come across as well- and there is a sense of serenity about informed about the problems that the the place. The fact that it is not a very site faces and clear about the steps popular attraction is evident by the they would need to take to remedy lack of crowds or visitors. them. Unlike other initiatives, they have chosen to adopt traditional Cons building practices for the renovation  The first impression one gets of the work as they are better suited to these place is that of utter neglect: there are historical structures and are long- withered, overgrown lawns, some Site Visits Site lasting. At the time of the site visit, muddy areas, no paved paths, no work was in progress on a couple of signboards, etc. tombs and the differences between the renovated tombs and the others was  The entrance fee is again fairly random clearly visible. with Rs. 10 being charged for entry, Rs. 20 for a camera and Rs. 100 for a video  With the help of the foundation, efforts 50 camera. are being made to involve the local  Information boards are located in only  Walls are chipped and broken in many one or two of the several tombs and places and there are severe signs of are placed randomly i.e. they are not neglect and poor maintenance. located at the entrances nor are they Scribbles and etchings are rampant on easily spotted. most walls of the tomb. The vandalism seems almost inevitable given that  There are absolutely no facilities there are no maintenance staff or available on the sprawling grounds be security guards in sight despite the fact it restrooms, drinking water or that this site is considered important refreshments. There is one, by the State Department of unappealing map located at the Archaeology. entrance that few are likely to remember or be able to follow.  Security on site is non-existent. People are allowed to carry inside bags with  The interiors of the tombs are very any articles and there is no checking. dark and dismal. The tombs There are no guards even on site to themselves have no windows except prevent vandalism. for tiny openings that barely allow light through. Despite this, there is no  Surprisingly, there are no boards provision for any interior lighting restricting photography inside the which makes it virtually impossible to tombs. (Figure 13) observe the tombs indoors.

Figure 13

Partially restored tomb Defacement of the walls Site Visits Site

Broken benches and lack of Poor lighting inside the tombs vegetation on the grounds reduces visibility 51 Salarjung Museum Discussion, Improvements and

Pros Recommendations

 The museum is very well maintained Although the sites covered were only a few and one of the better examples of of the many attractions in the city, they privately managed attractions in the were useful in providing a broad idea of city. the main problems that afflict these tourist  Security services are very professional spots and the initiatives that can resolve and thorough. They disallow large them. Improvements at these sites should bags inside and check and charge for focus on addressing deficiencies from the cameras and video cameras. perspective of a tourist. Based on the results of the tourist surveys as well as  Display boards with information in 3 observations recorded during the site languages English, Hindi and Telugu visits, the main improvements and are present alongside each exhibit recommendations are: thereby catering to a large audience. Additionally, audio tours are available Infrastructure and sanitation in English for a fee of Rs. 60 A number of attractions suffer due to the  As a measure to protect the exhibits on approach roads being congested and display flash photography is not surrounding areas being filthy and allowed. Neither is photography of inhospitable, which deters people from other patrons of the museum visiting them. Common problems with authorized. The use of photographs in surrounding areas include undisposed any publication without permission of garbage heaps, open sewers and drains

the authorities is not allowed. These and inadequate parking . rules are strictly adhered to.  Encouraging private ownership and  A canteen and a museum shop for maintenance of the surrounding area souvenirs are present, which indicate Partnering with the owners of heritage initial steps towards sites and other attractions to maintain commercialization of the site. hygienic and welcoming surroundings Cons could take the onus off the municipal corporation while also helping improve  The pricing is different for locals and sanitation near these sites. Most sites foreigners. The charge is Rs. 10 for employ maintenance staff to manage the locals, Rs. 150 for foreigners, Rs. 5 for Site Visits Site interiors; some as in the case of children and Rs. 50 for a camera Chowmahalla Palace appear overstaffed. revealing a discriminatory policy. The municipal corporation on the other  During the entire site visit of three hand is probably understaffed for city hours, there were no foreign tourists maintenance services. Tax incentives could visible which suggests that either the be provided to site administrations for 52 museum is not popular with foreign maintaining clean surroundings; the move tourists or is not promoted properly. would be mutually beneficial to both the municipal corporation as well as the and wash clothes which, in addition to tourist sites. defeating the intended purpose, causes a whole host of other problems ranging from  Partnering with students and social water shortages to hygiene and cleanliness service schemes for sanitation and issues. Pay-and-use facilities have thus public participation been adopted at various public places such Most schools and institutions in India run as railway stations or temples. Similar mandatory schemes for student social facilities such as pay-and-use restrooms, service such as the nationally recognized storage areas for baggage, drinking water National Service Scheme (NSS); the etc. can be provided for a small fee at municipal corporation could partner with various tourist spots. Apart from reducing academic institutions and encourage the chances of misuse, the revenue students to organize and participate in generated from such facilities can be used clean-up drives and sanitation campaigns. to pay for the capital costs and This would serve to encourage civic sense maintenance of the service. as well as a sense of ownership among citizens. Information Services Provision of facilities and services Another issue identified with most public sites is the lack of suitable information One of the most apparent problems with services be it in the form of brochures and sites which needs to be addressed is the notice boards or adequate online inadequacy of facilities such as drinking information. Tourism authorities need to water, restrooms, security and medical devise methods to provide authentic and care. updated information to the public, and this  Partnering with NGOs information should be made easily accessible. Encourage NGOs to partner with these private entities to provide amenities and Entry fees services at these various sites. For Another common concern at most tourist example, the Anusttha Foundation which attractions is the difference in entry fees runs a clinic at Chowmahalla Palace is for local and foreign tourists which comes looking at expanding its services to the across as discriminatory and is not Salarjung Museum. Incentives such as tax appreciated by foreigners. Based on the rebates could be provided to other NGOs survey responses, locals also feel that the working in the sphere of infrastructure much higher charges imposed on foreign development at tourist sites.

visitors is unwelcoming and should be Site Visits Site  Pay-and-use discontinued. Private authorities which use this differential pricing scheme could Public facilities in India are often severely be encouraged to use more standard rates misused due to the large demands placed for all visitors, locals and foreigners alike. on them by poor and homeless populations. For example, public restrooms may be used by people to bathe 53 The tourism industry is vital to the Indian processes. Tourism management thus economy from a variety of perspectives. needs to be approached in a holistic Economically speaking, it is one of the manner with improvement of all these primary sources of foreign exchange, it processes synchronously. generates both direct and indirect The direction in which the tourism employment, contributes to exports, and industry seeks to develop should also be induces large growth in other sectors due taken into consideration when making to multiplier effects. Socially, it promotes administrative decisions and every process pride in cultural heritage and encourages should be geared towards that common cultural and global understanding, while goal. Apart from traditional heritage and environmentally, it has fewer impacts as cultural tourism, tourism in Hyderabad is compared to other manufacturing or diversifying into other specializations such industrial sectors. Hyderabad in particular as medical tourism and the MICE concept has a lot to offer via way of attractions that of Meetings, Incentives, Conventions and emphasize cultural and historical heritage. Exhibitions. Growth along these directions A discussion of the key takeaways from needs to be supported by growth of this study and corresponding associated infrastructure such as suitable recommendations have been given below. accommodation, travel services, and other facilities which again depends on tourism

management occurring in a holistic  Tourism development needs to be manner. approached in a holistic manner

keeping in mind the direction in which the sector is developing  Holistic tourism growth depends on sound and well-structured Tourism in Hyderabad consists of a administrative framework with clearly number of interconnected and delineated responsibilities and interdependent processes or subdivisions participation from support sectors working in tandem with each other. Improving any one of these aspects Tourism administration in Hyderabad is a requires a thorough understanding and divided responsibility among a number of analysis of the impacts that it might have different bodies functioning at the central, on other related processes. For instance, state, municipal and district levels but with demarcation of administrative little demarcation of responsibility or a responsibilities might determine the defined hierarchy. This serves to

effectiveness of tourism management; complicate the administrative process Conclusions Conclusions funds for management are determined by unnecessarily and leads to inefficiency and revenue generated which in turn depends neglect of certain essential components of on the pricing; this in turn impacts quality the tourism framework. It also hinders of infrastructure and the manner in which maintenance of sites when this people participate with their cultural responsibility is divided among so many heritage. Regulation of any of these aspects different bodies. This could be addressed 54 is likely to have an impact on other related by considering a more streamlined flow of administration with a more structured that caters to all income classes, facilities distribution of work and responsibilities at tourist sites like restrooms and drinking along a hierarchical system to ensure water and commercial ventures like guide accountability from lower to higher bodies services, souvenirs and other attractions. and vice-versa. Such infrastructural development should be carefully planned to highlight the best Further, tourism management decisions of Hyderabad’s attractions and improve could invite greater participation and the tourist experience. input from various support sectors: transportation services for tourism would require a collaborative effort between the  Public participation and equity tourism departments, the municipal considerations are essential components government and the road and rail of effective tourism transportation divisions; resolving maintenance issues would require the The public is an essential component for participation from private owners and the effective functioning of any sector and municipal services; improved hospitality tourism is no exception. Tourism is services would require the involvement of essentially a sharing of the cultural hotels, catering services and training resource of a city with visitors and can institutes and so on. contribute to a drain on important infrastructural supplies of the city such as Participation should also be secured from water and electricity utilities. Equity for other participants including non-profits citizens and sustainable growth that keeps and non-governmental organizations pace with advancement in other sectors working in the sector, the informal should thus be kept in mind before network of hotel owners, auto drivers and developing tourism; this brings one back various other people who contribute to the to the concept of sustainable and holistic efficient functioning of tourism in the city growth of the tourism sector. and the citizens of Hyderabad who hold a stake in the cultural heritage of their city. Further public participation helps secure pride in the cultural heritage of the city,

which in turn manifests in the form of  Successful tourism is reliant on a better maintenance and treatment of foundation of purposeful infrastructure heritage sites (for example, less and amenities vandalism), more public participation in policy and administration which Ultimately, the tourist experiences the guarantees accountability of front-end of the functioning of the tourism

administrative bodies and a more Conclusions industry. Therefore, tourism growth needs welcoming atmosphere for visitors. to be supported by sound infrastructure and services that serve to make more efficient the various different sites,  Involvement of various actors should be attractions and amenities offered. This ensured with stringent, focused policy could include affordable and well- measures and quality assurance checks connected transportation, accommodation 55 that are reviewed on a continuous basis Current policy directives are very broad In summary, this study has approached and do not provide adequate direction for tourism in the city of Hyderabad from an various parties. Future policies and administrative and infrastructural municipal ordinances should take into standpoint. consideration the role played by these It recognizes limitations such as the different actors and account for them in political and infrastructural climate of various policy directives. For more Hyderabad which is changing very rapidly: effective policy, the requirements of each the division of the state of Andhra Pradesh of these players should be given into Andhra Pradesh and Telangana for consideration through a continuous one is likely to cause a revision of state dialogue between them and the policy policies, including those for tourism; makers. Among the most sensitive actors similarly although the metro rail are those in the informal sector who construction is causing a disturbance in participate on the fringes of the tourism the city temporarily, the positive effects industry and yet contribute significantly to are likely to affect tourism in upcoming the functioning of the tourism in months and years. Mutability of urban Hyderabad. environments is however the very essence Ensuring that the actors are suitably of city planning and this study has chosen responsive to the policy measures would to focus on the more stable aspects of the involve frequent quality assurance checks, city. particularly for issues like hygiene and The improvements and recommendations sanitation, law and order and so on.

described in the document, if

Presently, policy is reevaluated once in implemented, are likely to go a long way in several years, sometimes decades, which streamlining administration, heritage makes it outdated and inefficient. These maintenance, and infrastructure and as a policies and quality standards would need consequence easing and improving to be reevaluated frequently to respond to tourism in Hyderabad. the rapidly changing demands of the industry and the new challenges that it

poses. Conclusions 56 19,868 articles missing from Shamsheer Kotha, say officials. (6456, December 56). Retrieved from Times of India: http://timesofindia.indiatimes.com/city/hyderabad/19868- articles-missing-from-Shamsheer-Kotha-say-officials/articleshow/17577991.cms

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References 59 Background and Purpose travel and miscellaneous - varied by the type of site and the primary purpose of the A survey was conducted of tourists visiting visit. For Tirupati which is primarily a various tourist destinations in Hyderabad religious and pilgrimage site, people with the purpose of gaining their views on attributed less importance to all factors the adequacy and quality of tourism under consideration as compared to infrastructure in the city; an effort that Hyderabad which has greater historical could help assess the strengths and and cultural significance. For Hyderabad, weaknesses of the existing system. people placed affordability and comfort in Few studies have been conducted terms of travel and accommodation high previously which aimed to garner opinion on their list of priorities and gave

on the tourist experience and response to importance to other factors like availability

the services offered. A study by Madhavan of time, direct connectivity to the and Rastogi attempted to evaluate social destination and prevalence of and psychological factors that impacted entertainment areas. (Madhavan & Rastogi, destination choice of domestic tourists in 2013) No other relevant study was found India by conducting surveys in two cities: aside from this. Hyderabad and Tirupati. They found that Unlike the aforementioned study which factors that contributed to a favorable studied destination choice, this survey tourist experience were largely dependent attempts to evaluate the tourist experience on the type of site and primary purpose of to identify deficiencies in the system which visit. Tirupati being primarily a religious in turn can pinpoint target areas for and pilgrim center, people attributed less improvement and help shape future importance to factors such as travel tourism and heritage policies. convenience as compared to Hyderabad which is a city whose appeal lies in its historical and cultural significance. For Survey Instrument Hyderabad, people placed affordability and comfort in terms of travel and The survey instrument consisted of a accommodation higher on their list of questionnaire that was divided into seven priorities, with emphasis on concerns like broad sections: Travel and Transportation, availability of time, direct connectivity to Accommodation, Tourist Attractions, destinations and prevalence of Services, Overall Experience, entertainment areas. (Madhavan & Rastogi, Advertisement and Demographic 2013) No other relevant study was found Questions. The purpose of the questions on aside from this. transportation were to gather opinion on Appendix A: Appendix Surveys travel to and within the city as well as seek A study by Madhavan and Rastogi suggestions on how the system might be attempted to evaluate social and improved. The section on accommodation psychological factors that impacted similarly aimed to evaluate the factors destination choice of domestic tourists in which affect choice of accommodation and India by conducting surveys in two cities: how the services of hotels and other Hyderabad and Tirupati. They found that 60 accommodations might be better modified the choice of factors –social, destination, to suit tourist needs. ‘Services’ aimed to reasonably long survey, people chose to evaluate the effectiveness of currently skip several questions which led to provided amenities and services (by differing sample sizes for different asking tourists to rate quality) while the questions. A qualitative analysis of the sections on tourists attractions and overall survey responses showed that a greater experience posed questions on other number of people responded to objective aspects of their experience not covered in questions as compared to the open-ended the other three sections. The section on questions. Despite the smaller number of advertisement was aimed at evaluating the responses to these questions, people’s availability and effectiveness of responses provided a great deal of insight information provided; the final section on into the problems with the services and

demographics asked broad questions on infrastructure and have been discussed in age, income and whether they were further detail below. domestic or foreign tourists.

The survey consisted of a mix of questions: those with multiple choices as well as open Survey Results -ended questions seeking subjective Travel and Transportation opinions. The former consisted of questions asking people to rank their To reiterate, this section endeavored to preferences or rate various services on a gather opinions on travel efficiency within scale of 1 to 5 ranging from 1 being very the city for the specific purposes of poor to 5 being very good. Open-ended tourism. When tourists were asked to rate questions were aimed at gathering opinion efficiency on the basis of 2 major on the inadequacies in the system that parameters- commute time and comfort of they have identified without influence travel, most people reported a reasonable from the choices provided. level of satisfaction with mean values of 3.03 and 3.16 respectively on a scale of 1 to 5. Survey Methodology A distribution by mode for respondents Surveys were conducted on-the-spot at the traveling from outside the city indicated following popular spots around the city: that the two most common modes of entry Charminar, Golconda Fort, Chowmahalla to Hyderabad were inter-city trains and Palace, Qutb Shahi Tombs, City Center flights (37 percent and 29 percent), the Mall, Hi-Tech City, Shilparamam, Hussain latter mainly by foreign tourists (Non- Sagar Lake, Eat Street, GVK1 mall.

Resident Indians or NRIs are included as Surveys A: Appendix A total of 65 surveys were conducted by foreign tourists according to the Ministry approaching people randomly and of Tourism). (Figure 1) requesting them to fill the surveys. No For commute within the city, a majority compensation or incentive was provided preferred to use either personal vehicles for participation and their involvement in or autorickshaws, while few expressed the study was without any obligation. All preference for public transit options like 61 questions were entirely voluntary; being a buses or the MMTS. (Figure 2) In fact, in information services, lack of appropriate the laundry list of problems that people signage on bus stops, and an overall associated with the transportation uncomfortable travel experience were network, the most voiced complaint was other common woes that led tourists to about the severely deficient public transit opt for other modes of transportation. infrastructure. (Figure 3) There were Respondents who were aware of the criticisms galore about the poor MMTS suburban rail service dismissed it connectivity and sporadic bus services in as being an unviable alternative given the the city. Additionally scarcity or non- lack of reliability in train operations, existence of direct buses to places of frequent cancellations and a lack of

interest; frequent bus transfers, lacunae in information on train timings.

Figure A.1: Modes of Transportation to Arrive in Hyderabad Appendix A: Appendix Surveys

62 Figure A.2: Mode of Commute within the city

Figure A.3: Common complaints regarding quality of transportation

Since this data included local residents, efficient and conscientious than those in there were a considerable number who had other Indian cities. a personal vehicle at their disposal and thus The above responses suggest a few policy preferred to use those instead of relying on targets for transportation: an undependable and erratic public transit system. Others however were forced to use  Developing public transit infrastructure autos and taxis which are more expensive – buses, MMTS trains, Metro rail - in options for the average wallet. Another terms of enhancing frequency and common complaint was that of being connectivity to popular tourist exploited by auto drivers who refused to destinations. operate the meter and charged exorbitant  Improving implementation of the prices on a whim (the traffic police wouldn’t existing network so as to mitigate enforce the meter either). The dearth of congestion and improve performance. better alternatives meant that people were  Increase affordability of traveling. forced to pay the price even though they could ill afford it.

Among the other complaints were the poor Appendix A: Surveys A: Appendix traffic control, lack of lane control, and non- enforcement of traffic rules and regulations. A few reported bad experiences with unnecessarily rude and harsh traffic policemen; however based on personal observation and experience, I found the 63 traffic police in Hyderabad to be much more Accommodation When asked to identify problems with the existing system of accommodation, the Questions regarding accommodation were most significant complaints that tourists intended at understanding what a tourist had have been listed below: looks for when selecting accommodation within the city. Many tourists skipped the  The foremost grievance expressed was questions posed, but among those who did about the dismal state of sanitation in answer, the majority chose hotels as their the existing hotels and the need for choice of accommodation as compared to better washrooms was stressed. other options like guest houses or living  Lack of appropriate accommodation to with friends/relatives. (Figure 4) More suit middle class needs, was another interesting was the fact that all those who issue raised. They pointed out the

favored living in hotels had selected extremes in the standards of hotels – privately managed hotels only, with none hotels were either extremely choosing government run facilities despite expensive or very cheap, bordering on their being typically more affordable. being seedy. As a consequence some In evaluating factors that influenced their tourists were forced to choose more choice of accommodation, tourists were affordable hotels in the outskirts of the asked to prioritize the following assigning city thus taking them away from the ranks from 1 (most important) to 5 (least vicinity of tourist centers. This gap important): Affordability, Hotel Rating, between requirement and availability Hygiene and Cleanliness, Facilities, needs to be addressed while Location and proximity to services. They formulating future development plans. were also given the option of listing and  Another relevant suggestion by a describing other factors that influence tourist and doctor was that despite the their choice. With a mean of 1.52 priority rise in medical tourism in the country for hygiene and cleanliness surpassed all and particularly Hyderabad, the hotel other factors. The next aspect that seemed sector hadn’t responded with to have substantial importance was accommodation suited to the needs of affordability with a mean of 2.66 while patients or those with specific medical hotel rating was given the least importance requirements. at 3.95.(Table 1)

Mean Std Dev

Affordability 2.66 1.33 Appendix A: Appendix Surveys Hotel Rating 3.95 1.14 Hygiene 1.52 0.95 Availability of facilities 3.32 1.41 Location and proximity 3.11 1.26 64 Table A.1: Rating of the different factors that affect choice of accommodation Tourist Sites particularly the lack of public restrooms and drinking water facilities. In terms of The most popular sites that tourists visited services they wanted, the most relevant and locals frequented appeared to be the suggestions were: Charminar, Golconda Fort and Hussain Sagar. While Hussain Sagar is an ideal  Several mentioned that restrooms retreat for families complete with eateries were poorly maintained and that and considerable about of entertainment, drinking water was of poor quality. Charminar and Golconda Fort have greater One tourist claimed that publicly appeal as cultural and heritage sites. available drinking water was heavily chlorinated, forcing him to buy bottled An appreciation of culture and heritage or water due to health concerns.

the historical charm of a monument was what attracted most people to visit these  Better quality information boards and sites. Affordability in terms of low entry signboard: Families in particular charges at the sites was a major factor that would have appreciated some that allowed many people to visit these places looked at drawing children to the sites repeatedly. and were placed at a height suitable for children. Most boards were too wordy A number of negatives were also identified and lacked visual appeal which meant with each of these: that people were not motivated  Poor maintenance of the monuments enough to read them. One tourist which detracted from the beauty of the pointed out that save for a few places, place, vandalism of the monuments spellings and grammar on the boards like graffiti and spitting of betel were in English were atrocious and in his specific noteworthy points raised, opinion, shed poor light on India and apart from criticisms about general the tourism industry. lack of hygiene and sanitation.  Self-explanatory maps: although few  The sites were often overcrowded tourists seemed concerned with maps, making the visit unenjoyable for a couple of them pointed out that there genuinely interested patrons. Enclosed were no free maps provided and even spaces like the stairway in Charminar those available for purchase were not to quote an example tended to become very easily readable. With tour guides oppressive and stifling when and private tours being too expensive frequented by large crowds. for a fair number, it became all the more imperative that they be able to

find their own way with the maps but Surveys A: Appendix Services and Amenities they were not very easy to understand.

Questions were also posed to tourists to  Security services: while many ask them about the quality of services. expressed a general mistrust of Most people rated services between 2 and security, one visitor revealed 4 on a scale of 5 and expressed general discomfort with the manner in which dissatisfaction with some of the services, the checking was carried out, claiming 65 that the security personnel needed While several tourists complained of the better training and greater lack of information available at points of professionalism entry to Hyderabad like airports and train stations one visitor even went on

to observe that the designated stall of AP Advertisement Tourism at the train station was permanently closed. This points to The questions posed tried to examine the incompetency of the advertising extent, access and credibility of information department and the bodies responsible available to tourists. When rating the quality for implementation. of tourism oriented advertising in Hyderabad, the mean response was 2.75 and  Online information was often outdated

mode 2 on a scale of 1 to 5 where 1 was very and misleading. For instance, the online poor and 5, very good. This suggests a website states that the Shilparamam mediocrity that people are dissatisfied with; cultural exhibition is open 24 hours a on a positive note this also indicates the day (confirmed by visiting the website) existence of a great deal of potential for but on an actual visit a tourist found that improvement. Over two-thirds of the people the site closed at 9 pm. Further, despite surveyed were dependent on the internet it being an annual nation-wide for information on tourist options with exhibition, the exposure it received by others finding their way around by making way of advertisement was dismal; enquiries from locals and friends. (Figure 4) tourists remained uninformed till they actually visited Shilparamam itself. The Specific issues raised and suggestions lack of up-to-date information on proposed with regard to advertising websites is a particularly relevant materials by tourists were: shortcoming given that so many people  Few, if any were aware of the presence are reliant on the internet for of brochures or other advertising information. Another instance was of

material released by the tourism bodies. misleading information being provided: Appendix A: Appendix Surveys

66 Figure A.4: Learning about tourism options tourists who visited the Sudhakar car selection bias, although not one that museum expecting to see life-size should affect the outcomes of the survey models of cars were left disappointed significantly. Among the people surveyed, when the models were toys instead. there were a fair number of local people, those who lived or worked in Hyderabad.  A pertinent suggestion made by a Although not strictly tourists, these people tourist, that can be explored was that had interesting perspectives on the advanced internet technologies on infrastructure for tourists in Hyderabad mobile phones could be taken and so their responses were included in advantage of and convenient mobile the final summary. applications could be developed to provide real-time relevant information Secondly, although attempts were made to

on travel and tours. balance the nature of places at which the surveys were collected, be it heritage sites, Limitations of the survey entertainment zones or other places of Firstly, given the vast crowds in an Indian tourist interest, a larger number of these metropolis, it was challenging to identify were conducted at cultural and heritage tourists among the throngs of local people. sites. This might have resulted in the In order to get representation and inclusion of a disproportionate number opinions from all strata of people, tourists who professed an interest in history and from other parts of India and international heritage and therefore the sample might tourists were identified based on the not be representative of the average language they spoke or other defining tourist. However, since the greater part of characteristics. This in effect means that this study focuses on heritage sites, the the sampling for the survey was not truly information is relevant for the purposes of

random and there was essentially a this study. Appendix A: Surveys A: Appendix 67 Mr. Srinivas Rao minor Role and designation  Grade II – Repairs and minor changes that are in harmony with the existing Mr. Srinivas Rao is an architect and Urban site Planner with the Greater Hyderabad  Grade III – More major changes Municipal Corporation (GHMC) and also allowed including construction of new serves as the Additional Chief City Planner. blocks etc.

Responsibilities Apart from these heritage sites, there are

With regards to tourism and heritage, the also heritage precincts and precinct role of the GHMC is to improve the areas boundaries define the scope of surrounding the tourist sites, mainly using redevelopment activities that are funds from JNNURM (Jawaharlal Nehru undertaken as part of heritage National Urban Renewal Mission). The conservation. kind of improvement works mainly Some GHMC Policies involves electrification, ducting, provision of pavements and signboards, laying and  Waive up to 75% of the property tax winding of roads. They also share some for private owners so that they are responsibility with the Heritage able to afford and maintain the site Conservation Committee of the HMDA  For those owners who wish to take up (Hyderabad Metropolitan Development renovations, the government funds up authority) to 20% of the estimated costs of 25 Types of Heritage sites lakhs, whichever is lower. This is in the form of reimbursements so they need There are two types: Heritage Buildings to submit relevant bills later. and Heritage Precincts  For those sites with a low Floor-Area- Based on control and administration: Ratio where property owners believe  Archaeological Survey of India – they will face losses, the GHMC awards central government organization that Transfers of Development Rights to recognizes only the Charminar and property owners. Golconda Fort.  The Jawaharlal Nehru Technological  State Archeological Department – University is the authority that identifies a list of 37 buildings. evaluates proposals for construction or demolition of sites and gives sanction.  Local level – 167 buildings listed by the Appendix B: Interviews B: Appendix Only in the event of a site being government which are of historical impossible to restore and a safety importance. This only serves as a hazard will demolition be sanctioned. listing and is not actually conserved or protected.  Looking to encourage Public Private Partnerships for restoration of sites Based on the permitted changes e.g. the Aga Khan Foundation. 68  Grade I – No changes allowed, not even

Advantages of Hyderabad is not the responsibility of the GHMC. Normally the ASI in the case of Golconda UNESCO visited sites a few days back – Fort and Charminar or the other Golconda Fort, Charminar and the Qutub competent authority is responsible for Shahi Tombs so Hyderabad sites are fixing such rates. known world over. Transportation within the city is managed Disadvantages or challenges by APSRTC or MMTS and the GHMC plays  Administrative challenges include lack no role.

of coordination between departments, Funding available frequent transfers of officers and overburdened staff Varies from year to year depending on the budget provided but JNNURM provided 35  Very poor civic sense and no public crores somewhere in the 90s. They participation in maintaining the city; periodically release funds, normally in lack of public awareness instalments of between 50-60% of the  Too many stakeholders to hamper the amount requested. process: for instance a Charminar

pedestrianization project with the establishment of inner and outer ring Ms. Madhu Vottery roads which was initiated in 1993 has Can you tell me a little about yourself? still not been realized. The proposal faced stiff opposition from various Madhu Vottery, a conservation architect stakeholders including the numerous and author. I have designed Heritage walks shopkeepers who believed banning for AP Tourism in 2009-11. There are four motor traffic would negatively impact routes for which the research material was their businesses, people who wanted prepared and the guides were trained for to move through the area, religious the same by me. groups who wanted to hold How did you enter the industry and what processions through the area, etc. motivated you to start working in the which made implementing any change tourism sector? difficult. As I was finishing my book, A GUIDE TO Nature of administrative THE HERITAGE OF HYDERABAD: THE responsibility NATURAL AND THE BUILT, I was called to present my proposal for Heritage Walks. I The GHMC’s jurisdiction ends at the walls

liked the idea of applying my learnings Interviews B: Appendix of the site and they are not responsible for from my Post Graduation into practice. any of the activities or maintenance of the actual site itself in any way, only for the What do you see as the major advantages of areas around the sites. HMDA is Hyderabad as a tourism location? responsible for parks and recreational To me tourism in Hyderabad is a lot about spaces in the city. the Heritage Tourism. I expect that a lot of Fixing entrance fees or employing people monuments can be saved by giving a new 69 use after restoration. Tourism can create a made compulsory with all the schools and need for reuse. Heritage does not only training institutes from Grade 2 onwards. mean buildings, it is also about saving our At least one Heritage Walk in one academic living heritage and natural heritage too. year. What do you see as the major disadvantage Which are the authorities concerned with of Hyderabad as a tourism location? the preservation and promotion of cultural heritage currently and how are If the projects are not planned properly it responsibilities divided among them? can harm the city fabric and also result

into a loss of living heritage and natural Please check the book. heritage. Are there any problems with this division of In terms of heritage preservation, how well power? do you think Hyderabad is maintained? Please check the book. We must appreciate whatever has been What kind of support and funding is done in the field of Heritage Conservation. provided by these authorities to various Good examples are, Chowmahalla Palace parties concerned with tourism and (awarded by UNESCO), Falaknuma Palace, heritage? For e.g. tour operators like the HEH The Purani Haveli Museum. We have heritage walk, merchants from other parts a long way to go, a lot many heritage of the country such as at Shilparamam. components to be saved. Heritage Walks was funded by AP Tourism In terms of heritage promotion, how well do and guides were trained for it. you think Hyderabad is advertised? (At the city, country and international level) As a person concerned with organizing heritage tours, is there any other kind of Not very well, we need to do more work in support that you would like from the this field. We must appreciate that we have government/municipal corporation/ a well-designed APTDC website. The Ministry of Tourism etc.? website of State Archaeology needs improvement, where we discuss the very I am thankful to the Government to have rich heritage of Hyderabad in detail. given the support till date. I expect all the organization to work together to make it a If there are any deficiencies with the above better city. two, why do you think it exists?

Awareness amongst people. What can be done, in your opinion, to Appendix B: Interviews B: Appendix improve it? Start Heritage Education in the schools, where the students can learn more about their regional heritage. It should also be a part of the training of higher education for the students of tourism, and history. The 70 Heritage Walks of Hyderabad should be Mr. Mohammad K.K., Aga much longer durability as compared to cement restorations that don’t last more Khan Trust for Culture than 70-75 years.

Can you tell me a little about yourself and How much would restoration cost? the role of the Aga Khan Trust for Culture? We estimate it to be about Rs. 100 crores I am primarily an archeologist and ($16 million) but we will be using our

conservationist. I retired as a regional funds entirely and not taking any from the director of the Archeological Survey of government. India for Northern India and since then have joined the Aga Khan Foundation. I have worked in various states like Goa, How much control does the government Bihar Uttar Pradesh, Chhattisgarh, Madhya retain over the kind of work you do? Pradesh, Delhi etc. at various sites of We sign an MOU with the concerned Hindu, Buddhist and Islamic Architecture. authority – if in the case of a national (One work includes a movie made called monument protected by ASI, we sign an Rebirth of a Forgotten Temple Complex, agreement with them else an MOU with Bateshwar, Chambal Valley where he the concerned State Department of worked with dacoits to restore a temple. It Archaeology, as in this case. is available on Youtube.)

The Aga Khan Trust for Culture is an What are the challenges you face with such initiative by the Aga Khan Foundation and work? has been responsible for conserving around 30 monuments of Islamic There is no proper documentation of the architecture worldwide of which two are architecture – for e.g. there was no in India – the Humayun’s tomb in Delhi documentation of the structure. There and more recently the Qutub Shahi tombs were no records of say section elevations, in Hyderabad. plinth etc. That alone took 1 year to create. There are then legal angles. There are always complications with such initiatives. What kind of work will be done at the Qutub When we entered the picture, there were Shahi tombs? some fights going on with people who We will be working on conservation and were against the State Department of

landscaping work only using our funds Archaeology. We entered this without Appendix B: Interviews B: Appendix entirely. We plan to restore the knowing fully what the issue was but monuments using an ancient technology unwittingly became a party to it. that was used originally while building Thirdly we had challenges with the these tombs. The mixture consists of a technology itself. In ancient times, nothing mixture of lime, urad dal (Indian name of a was mechanized and since then the type of pulse), jaggery, egg white, gallnut technology is not in use. It olden times etc. This has good adhesive power and 71 there were bulls who used to drive the renewal in our mission. A lot of these mixture in the chakki (mortar) but we now people have very conservative attitudes: had to motorize the process. for e.g. in Hyderabad it is almost completely a burqa system. Women barely

come out and they barely communicate When people are chosen to work here, how and as a consequence it is a backward are they selected? community area and this is why we need We have a mixed approach to selecting to incorporate urban renewal also into our

people. We have a number of local people plans.

but where special skills are needed, we In my capacity as regional director of ASI, I bring in people from outside. Despite there tried to include initiatives to help the being a large construction industry, we surrounding communities also. E.g. I was have very specific requirements. in charge of Delhi monuments which was These people are employed on a both a great task and a great responsibility. temporary basis because we can’t depend I had to bring in laborers from Rajasthan, much on them so if we guarantee them Madhya Pradesh, Bihar and other parts. employment, there is a drop in quality. For The main problem was that after these example, in lime slaking it is supposed to people worked during the day, they would be submerged under water for 21 days but go to adjacent roads and beg for alms. in our experience contractors will do it They were not given the opportunity to only for 3-4 days which compromises the study. strength of the structure. What I did was establish some small slum Our overall aim is to revive livelihoods and schools for e.g at Red Fort, Qutb Minar, ancient technologies. Tughlaqabad Fort and so on. Many people objected to this but I continued because I

was anyway not earning anything from it. I What are the criteria for the selection of also started distributing blankets to the sites by Aga Khan Trust for Culture? people there, a large fraction of which was from my own pocket. I sold blankets for The Foundation has a different aim. As a 100 rupees after buying them in the regional director of ASI for Northern India, market for 200 rupees. So this is a kind of the ASI focuses exclusively on improving urban renewal project also to revive these the monument with little consideration to local people and communities. the surrounding communities. The Aga Khan Foundation however is different: it The American Embassy saw it and

Appendix B: Interviews B: Appendix focuses on firstly the monument and also appreciated it. When Mr. and Mrs. Obama important are the people around the were visiting India, they wanted to meet monuments. these children and I was assigned to take them around the schools. Naturally, some Mostly, whenever you go to a monument people in the government did not like it site there are poor people and backward because it shows India in a poor light as communities around the site without the not doing enough for the poor. When it 72 means to live so we try and combine urban finally came to the children, Mr. and Mrs. Obama were completely at ease; they were contributions even in the absence of sitting on the floor and talking to them like infrastructure. A small stitch here and a normal people. It had me thinking that had small stitch there can go a long way in it been in India, the president and vice improving society. president would never have done that, Switching tacks, are there any plans to except Mr. Abdul Kalam. commercialize the site itself? Like introduce attractions and other things? Are there any similar initiatives that are to The Aga Khan Foundation is not be taken up near the Qutub Shahi tombs? responsible for any commercialization and similar ventures but if you ask me as an We have come here relatively recently. If individual I am very vocal about these you looks around you, you will notice that issues. When in my role as an ex- people here are mostly poor. Not the place government employee, I was very vocal there (to the west) but the Golconda area about marketing these sites properly. is mostly slums. People here are very poor, live in slums, have no access to education If you look at most of these sites, they are and opportunities. I feel that the so called charged only 5 rupees or so (less than 10 Islamic terrorism is a product of such cents) and with that kind of income there living conditions. is no way we can generate enough to even run and upkeep the site. I had submitted a We visited the Area hospital there (in the proposal earlier to the government and it Golconda area). The doctors there were is my personal opinion that we should very good. We had a long discussion with charge at least Rs. 50 for a World heritage him and he said that there were many site and this is a minimum and Rs. 25 for small things that could be done to improve non-World Heritage sites. Aside from this, the conditions without necessarily there are a lot of films that are shot at spending a lot of money. He asked for one these sites but they are charged only Rs. or two people from your side. He said that 5000 because the government feels that one person can be used to guide patients the films itself promote the cultural and tell them where to go and come in the heritage and increase popularity. But I feel hospital. Aside from that. He also asked for they should be charged Rs. 1 lakh funds for installing a generator in the (1,00,000) for an hour which is easily operation theatre. He said that there is one affordable by filmmakers who mint money. but that is for the entire hospital and that cannot be run frequently because it Apart from this the Archaeological Survey requires too much diesel but a smaller one of India also issues non-antiquity for just the operation theatre is required. certificates for export of art work, antiques Interviews B: Appendix and various other items on which these

people earn crores of rupees from abroad. Has the foundation narrowed down on To do this, the government has to conduct anything? checks calling in two or three experts as Not as yet. We are still considering our well as other administrative work which options but we feel we can make small requires governmental input but at the end 73 they issue the certificate for free. They facilities and commercial activities. They should be able to earn at least Rs. 250 for should be taken up by the responsible the issuance of a certificate which if they state departments and departments of want they can charge from their tourism. customers. Everything should be brought under one umbrella and tourism activities need to be integrated better. In the 8 states of India Why are the changes, that you proposed, not that I have worked in, I have had to fight accepted?

my way through the administration When you don’t have a visionary Minister everywhere. or a visionary Director General of Tourism, It is good that foundations like ours are it is very difficult to implement any involving themselves in such activities. I changes. don’t believe any other foundation does There is so much that can be done to quite the kind of work we do. A lot of NGOs market tourism in India properly. For are also there but they have now become a example, in Rome and Greece, tourism business where it was earlier an interest in authorities charge large amounts to people social improvement. who want to participate in archaeological

work or expeditions. They not only get their work done, they make money from it. Mr. B.S. Reddy In India, we don’t have any such things. Joint-Director of AP Tourism In Buddhist heritage, every second stone is considered a monument; even the temples In 1999, the State Department of Tourism in Mahabalipuram and this is of great value appointed World Class Consultants to a lot of pilgrims. For example in the including the WTO, KPMG etc. In the report Buddhist sites at Sarnath and Piprahwa, they submitted, they pointed out the there is a casket of Buddha’s ashes over following which led to a shift in tourism which a stupa has been built. A miniature policies in Hyderabad. of such a casket which a sprinkling of the How does it compare to other international soil from these religious sites would make cities like Kuala Lampur and Amsterdam? a great souvenir for these people. I suggested this and even made one to give In 1999, Hyderabad didn’t even have an Mr. Obama which he appreciated but no international airport which raised the one in India does. important question of how people were going to come. This was remedied with the

Appendix B: Interviews B: Appendix building of the Rajiv Gandhi International Are there any such marketing activities that Airport, India’s first privatized airport in the Aga Khan Foundation plans to involve Shamshabad, Hyderabad managed by GMR itself in? which is very well managed today. As a foundation, our role is limited and we They also wanted to enhance specific 74 have a limited agenda. We are not characters if Hyderabad. This led to a focus responsible for the marketing of these on the IT hub in the Hitech city area near Madhapur. MICE (Meetings, Incentives, also been allocated over Rs. 100 crores for Conferences and Exhibitions) was a new the takeover of private buildings to protect concept that was growing in the world and the area around the monuments. which they suggested that Hyderabad adopt. There is also a proposed lawn area around For this Hyderabad needed to focus on Charminar (not yet realized) but this has a hotels, convention centers and exhibition lot of hurdles. For example, the police centers. Again, this was responded to by station there needs to be shifted; they have building the Hyderabad International currently identified a building that can be Convention Center (HICC) in Hitech City, the reused as a police station though the shift is first of its kind of India. There are several yet to happen. The GHMC has also identified other initiatives which have been taken up and taken some land that can be used for as Public Private Partnerships, for e.g. with restaurants and public restrooms. the EMAR group of Dubai. The Laad bazaar or Choodi bazaar area has

been completely pedestrianized (although it Some other projects and initiatives is poorly implemented with rickshaws that AP Tourism has taken up continuing to use it and it is still overcrowded). Necklace Road: It is the only place in India GHMC has given identity cards to all the where a lake divides two cities and the area vendors who operate in the area and plan to all around has been developed as an restrict them to particular areas. This was an entertainment zone with Jal Vihar, Eat initiative which faced a lot of opposition Street, IMAX theatre, shopping malls etc. from MPs and stuff. The government gets no where Hyderabad has embraced a more payment for these vendors and stalls. The metropolitan culture. government also runs training programs on Charminar Pedestrianization/ Restructuring hygiene and encouraging and providing of the Historic Core gloves to these vendors. This was initiated in 2001. It was in The character of the old city is defined by response to an incident where a piece of the the old palaces like Charminar, stucco from the Charminar fell down, which Chowmahalla Palace and Falaknuma Palace the government took very seriously. A study etc. Heritage walks are conducted was conducted and it was found that the originating at the Charminar and going to place was overcrowded where all kinds of the different historic sites in the area. There traffic were allowed right up to the are also religious processions that monument, including heavy vehicles and frequently go through the area and lend buses which creates a lot of stress for the character to the area. Interviews B: Appendix monument. Public Private Partnerships This led to the creation of inner and outer Lots of privatization projects like Snow ring roads and buses have currently been World etc. Land is given to the private party relegated to the outer ring road only. It took for 33 years with a build, operate and a lot of time to convince the public of the transfer mode and is renewed if all the rents positives of this plan. The government has 75 and fees are paid on time. Apart from the rent and taxes, the government also gets 2 tourism. People are trained and taught percent of the revenue (fixed rate for any about local flora and fauna, medicinal kind of development). plants etc. to guide people. They will run carts on the tracks and sell various Hussain Sagar products. AP Tourism will advertise these Small cruises run by APTDCh takes around carts and the notices should be up on the 100-150 people and are used for parties website by May. These guides will be and small gatherings. Aside from Hussain provided with uniforms and cameras and Sagar in Hyderabad, AP Tourism also runs other equipment. a water fleet of 144 vehicles along with The people who man these are selected by other water activities like water skiing etc. the Integrated Tribal Development Agency in Vijayawada and Visakhapatnam. (ITDA) whose aim is to enhance the social Hotels and economic state of these tribes. There APTDC runs 64 hotels ranging from 10-70 are 10 project offices of the ITDA and they rooms. Another 15 hotels will be added by are given the task of selecting suitable March 2015. people but are asked to choose from the nearby areas in order that the people feel a

greater connection to the project and stay Sustainable Tourism/ Eco- longer. Toourism/ Tribal subplan NITHM (National Institute of An initiative by the Central Government Tourism and Hospitality recommends that 6 percent of the budget Management) should go towards reviving tribal It is founded around 2004-2005 and run by communities. They got 6 crore rupees . the State Department of Tourism to meet Lots of anthropologists conduct participant the demands of the growing hospitality observations where they go and live with industry. They mainly take people from tribal communities to learn more about Andhra Pradesh but also from the other their practices. An initiative by AP Tourism southern states. APTDC absorbs most of is that they have developed 10 houses and the people passing out of the institute so dormitory units which will be built. These many are guaranteed job security. tribal communities will be trained to run There are State Institutes of Hospitality at these including hospitality skills, culinary Medak and Tirupati and a branch of the skills etc. and then the property will be one at Gwalior is going to open at Nellore. transferred to them to man as paying guest

Appendix B: Interviews B: Appendix Additionally, AP Tourism recognized that accommodations. All the income from the there were no institutes for culinary arts so property will go to the tribal community they instituted one at Tirupati, the first of itself. The government helps maintain it for its kind in India. a couple of years after which the entire upkeep used to be handed over to them. Medical Tourism 76 Eco tracks Andhra Pradesh is a hub for medical These are developed for adventure tourism in India and one of the leading medical tourism destinations in the world . expected to abide by them Last year at a doctor’s conference, hotels As of December 2013, the minimum meter across the city were sold out and there is rate was Rs.16 with additional charges for lots of potential for expansion. Among the every kilometer travelled and for waiting hospitals here, only Apollo is recognized time. Auto drivers are unhappy with the internationally and a lot of foreigners charges and unwilling to accept this tariff come to Apollo for various procedures. But which does not provide them with an aside from Apollo other hospitals like adequate income. They have thus found Global hospitals and KIMS are also making

several ways to beat the system. their impact internationally. Particularly the LV Prasad Eye Institute is one of the  They manipulate the meters best for all eye procedures and Dr. The previous meters were mechanical and Ravindranath at Global hospital is known could be easily tweaked to run faster than for kidney treatments and transplants. they were supposed to, sometimes up to Disadvantages two or three times faster to overcharge customers. The government after catching The main disadvantages with the system is on to this has replaced the previous meters the lack of public education and civic sense with digital meters that are a lot more among people. Now there are excessive difficult, if not impossible to manipulate. hotels . Every now and then, the drivers go on an organized strike to raise the tariff by 2-3 rupees. Despite government regulations Mr. Javed Khan nobody in the city follows the law. A fair Mr. Javed Khan, an auto driver and guide share of the earnings of these drivers goes towards paying for fuel whose prices have offered a description of this informal tourism network in Hyderabad. He is very only been rising, a sizeable portion is also knowledgeable about the Hyderabad area, spent on bribes offered to the police. Thus, having lived there all his life. He had nobody agrees to run by the meter and previously tried other businesses, one of complaining to the police is also normally futile. which took him all the way to Alaska, but after several colleagues of his died in the  They have a love-hate relationship with cold, he chose to come back and pursue the police this. He currently works as both an auto Although the police may turn a blind eye to driver and a tour guide. He describes the the over-charging, they harass them at way the network is organized, how it every available opportunity to extort operates in the city and the relationships Interviews B: Appendix money from them. Auto drivers normally between different participants. operate within defined areas. They have Experience working as an auto- agreements among themselves to only driver operate within specified geographies of the city so as not to offer competition to other  The government lays down the tariff auto drivers. Any particular driver who structure for auto-drivers and they are defies this agreement is normally kicked 77 out forcibly from the union or his life is locations that offer group activities, made very difficult. Some policemen in like the Ramoji Film City and water cahoots with particular groups, force some parks; a lot of them complain about drivers to operate in certain areas of the Snow World not being worth their city only and threaten to book them under money. Older people in comparison false charges if they refuse to cooperate. like places that have historical or religious significance.

 Some of the best money is made by Experience working as guides

tour guides where they escort families  There are different kinds of tour or groups in their vehicles. The guides, those employed by AP Tourism, charges for guiding services start from history guides and so on and the Rs. 250 for an entire day (from 9 am to amount they are paid often depends on 9 pm) but are frequently higher – how knowledgeable they are and how anywhere between Rs. 300 to Rs. 500 – well they speak English. Javed Khan depending on the size of the group and with his smattering of English has a duration of service. They often ask definite advantage over the other more from foreign tourists who can guides who are limited by the local afford to pay more. During the peak language only. Tourism however, is season, when larger groups of 40-50 highly seasonal in Hyderabad with the people such as college students arrive, peak seasons coinciding with school the charges are raised even further. breaks; between May and July and then Group tours are a lot more profitable again in December-January. This since the rates are fixed and there are makes it necessary for all tour guides absolutely no costs involved. In fact, if to have additional jobs to generate happy with their services, tourists income and the most common of these often tip them well and even pay for jobs is owning and driving an auto. AP their meals during the day. Tourism has given a few people autos of their own but since they are then forced to operate on a limited budget, Tie-ups with hotels and others many people prefer to buy their own for the purposes of advertising autos.  In the absence of any formal  They have learnt to cater to different advertisement for their trade, these demographics and can reel out specific guides rely almost exclusively on word preferences of people in different age Appendix B: Interviews B: Appendix -of-mouth. They have tie-ups with groups and different income brackets. different hotel owners and work out an The most popular tourist spots in their arrangement that is mutually experience are the Golconda Fort, beneficial: they pick up people who are Ramoji film city, Chilkur Balaji temple, new to the city or on visit for a few Hussain Sagar, Dholari Dhani days from the railway and bus stations Rajasthani village, Mount Opera Water and take them to suitable hotels as per 78 Park. Families generally favour their needs. Getting accommodation in the city is easy, even without a owners and businesses which get a reservation; a variety of hotels catering continuous inflow of customers; and to every income bracket have sprung these guides whose services get up around the railway and bus promoted. stations. Good hotels within the city  With this system, they normally make charge a minimum of Rs. 800 as tariff an easy Rs. 400-500 per day in profits for a room although a discounted tariff after paying for all other associated of around Rs. 650 might be available in costs like fuel. some places. However through the informal network, rooms of the same Government support and quality and standard can be obtained funding for Rs. 250-300 especially near Nampally station. Owners of these Despite the prevalence of this very large hotels are also reliant on this informal and organized informal network, they get network to get a regular stream of very little recognition or support from the occupants. For people traveling alone, government. One of the biggest challenges safe and clean, lodge or hostel style they face is in purchasing their own auto- accommodation is also available for rickshaw. Although there is a cooperative around Rs. 80 that the auto drivers can bank which has been set up especially for take them to. the purpose of facilitating such purchases, it doesn’t function the way it is supposed  The auto drivers are well informed and to. The cost of a new auto-rickshaw is can discern between good and bad around Rs. 173,000 with an additional Rs. hotels, for e.g. hotels ahead of the bus 1,500 to 3,000 for the meter. These stand are known for encouraging cooperative banks are supposed to collect alternate businesses like drug peddling Rs. 30,000 as advance and the remaining and prostitution and are considered Rs. 140,000 in monthly instalments of Rs. unsafe, particularly for women. Auto 6,300 at a very, very low interest rate. drivers have tie-ups with hotels for a However the beneficiaries have to make small amount of Rs. 50 – Rs. 100. repeated rounds of the cooperative banks Hotels in turn recommend the guide and more often than not, work never gets services of these very auto drivers and done. However, after the government has distribute their business cards and locked the lending rates of private numbers to their clientele. They have financers, getting funding from them has similar affiliations with other sought become more hassle free. The previously after businesses such as the pearl charged interest rate of 1.5 to 1.7 percent shops in Hyderabad which are popular Interviews B: Appendix has since been reduced to 1.2 percent, thus among tourists. These business owners making borrowing from them better and additionally distribute new clothes and easier. sweets during festivals like Diwali and Dusshera to their long term associates. This setting works well for all people concerned right from the customers 79 who get a good deal; to the hotel Other challenges city. In turn these drivers establish their authority in those designated  The traffic police stop all vehicles that areas and do not allow others to drive have an outside city registration and autos there. There have been instances book them on random pretexts, unless of friends getting beaten up by other they are given bribes. The bribe drivers but the police generally refuse amounts vary anywhere between to lodge a complaint. Rs. 100-300.  Although the monthly income is  They are restricted by other auto-

decent, it is still very difficult to own rickshaw drivers, for e.g. diesel autos property with the high rates. Instead are not allowed to operate within the they opt for buying small, one bedroom main city due to pollution concerns; houses on the outskirts of the city they are forced to operate near the where land prices are considerably

outskirts or in specific districts of the lower. Appendix B: Interviews B: Appendix 80