1st open the rly res system on the lines of open booking so anyone anywhere gets to see the availability , seats in quotas and book,
2nd dont allow waiting list beyond 25% of seating capacity.
3rd if booking upto 25% beyond capacity happens either increase the bogey or reduce quota to release vacancy.
increase no of bogies in perenially overbooked trains.
any software company will give you a chart depicting the time taken to fully book the train and no of waiting tkts on the time charts prep.
catering and cleanliness of bogies and toilets is a big improvement area and should be a KEY Result Area.