NHAI Deploys 5,100+ Women at Toll Plazas Across Highways

In a significant step toward gender inclusivity and improved highway services, the National Highways Authority of India (NHAI) has deployed more than 5,100 women staff during day shifts at over 1,140 toll plazas across India’s national highways and expressway network. The initiative aims to enhance the commuting experience for highway users while creating new employment opportunities for women, particularly in rural and semi-urban areas.

The move is part of a broader push by the Ministry of Road Transport and Highways (MoRTH) to promote women’s empowerment, strengthen gender inclusivity in infrastructure sectors, and improve service delivery at toll plazas nationwide.

NHAI Deploys Over 5,100 Women at Toll Plazas

Women Leading Frontline Operations at Toll Plazas

Under the initiative, women staff have been assigned frontline operational roles at toll booths, primarily during day shifts, where they are responsible for user fee collection and other toll-related services. By positioning women in these roles, NHAI aims to create a more efficient, empathetic, and user-friendly environment for commuters traveling on national highways.

Officials believe that the presence of women toll operators will not only improve the overall experience for highway users but also help reduce disputes during toll fee collection. A calmer and more service-oriented atmosphere at toll plazas is expected to streamline operations and make travel smoother for millions of commuters across the country.

Currently, more than 5,100 female staff members are already deployed at over 1,140 toll plazas, and the number is expected to increase further as the initiative expands in the coming months.

Decision Taken After Industry Consultations

The decision to deploy women staff across toll plazas was made after extensive discussions with multiple stakeholders involved in highway operations. These included fee plaza operators and leading industry bodies such as the National Highways Builder Federation (NHBF), the Highway Operators Association of India (HOAI), and the All India User Fee Contractors Federation (AIUCF).

Following these deliberations, toll operators across the country unanimously agreed to deploy women staff for toll collection during day shifts. The collaborative decision reflects a shared commitment within the highway infrastructure sector to promote gender diversity while improving operational efficiency.

Boosting Employment for Women in Rural and Semi-Urban Areas

Beyond improving commuter services, the initiative is expected to generate significant employment opportunities for women, especially those from rural and semi-urban regions.

By integrating more women into the national highway infrastructure workforce, NHAI aims to strengthen their participation in a sector traditionally dominated by men. This approach not only supports social empowerment but also contributes to economic development in remote areas by creating stable job opportunities.

According to officials, expanding women’s participation in toll operations will help foster inclusive growth and encourage greater workforce diversity within India’s rapidly expanding highway network.

Specialised Training for Women Toll Staff

To ensure that the newly deployed women staff are fully equipped to handle frontline responsibilities, NHAI will facilitate specialised training programs. These training sessions will particularly focus on women employees from rural backgrounds, enabling them to develop the skills necessary for toll operations.

The training modules will cover several critical areas, including:

Courteous interaction and customer service for highway users
Handling emergency situations at toll plazas
Basic safety protocols
Efficient toll booth management and operational procedures

This structured capacity-building effort is designed to enhance service quality while maintaining a safe and professional working environment for employees. According to the Ministry of Road Transport and Highways, the initiative will ensure that toll staff can respond effectively to various operational scenarios while maintaining smooth service delivery.

Monitoring and Implementation

NHAI has stated that the implementation of this initiative will be closely monitored to ensure compliance across all toll plazas. Authorities will track deployment and operational standards to guarantee that the programme achieves its objectives of improved service quality and enhanced commuter experience.

The organisation has also indicated that more women staff are likely to join toll operations in the near future as the programme continues to expand.

Building on Earlier Pilot Initiatives

The current initiative builds upon an earlier decision taken in March 2018, when NHAI introduced a pilot project to deploy all-women toll collecting staff during day shifts at at least one toll plaza located near city areas.

Officials stated that if the initiative proves successful, women staff could be deployed across all toll plazas under NHAI within a few months. The large-scale deployment of more than 5,100 women staff across the national highway network marks a major expansion of that earlier effort.

A Step Toward Inclusive Highway Infrastructure

By encouraging greater participation of women in frontline operational roles, NHAI aims to strengthen gender inclusivity within India’s highway infrastructure sector while simultaneously improving the experience for road users.

The initiative reflects a dual objective: empowering women through meaningful employment and ensuring efficient toll plaza operations for millions of travelers using national highways and expressways daily.

With thousands of women now serving at toll booths nationwide and more expected to join soon, the programme is being seen as a significant step toward building a more inclusive, service-oriented, and socially responsible highway network in India.

With inputs from agencies

Image Source: Multiple agencies