I am a person who travels at least 7-8 long journeys a month by train, as part of my job. I find this facility of Indian Railways a boon for me. The info is updated. My valuable time is saved. The service saves the time you would have traveled to the railway counter, parking fees, the time spent at the queues, etc. And if it is an e-ticket, then cancellation is also easy. Recently, I applied for and received the SBI railway card also. It now allows me to accumulate railway points.
I should also point out that I won a gift from IRCTC for using their facility. I was surprised by the efficiency when I had to call up the customer service once. I had booked a ticket thru IRCTC, but soon after I processed my credit card details, I lost my net connection. As I was not able to check the net, I called up their customer service. I had expected usual govt dept reply, but with great efficiency, I was guided thru and was relieved to know that my ticket was booked.
But there are some areas, where improvements are needed:
Connection too slow at peak hours
Delay in delivering i-ticket