Indian Railways has taken the initiative to make the complaint management
system completely digital for the first time. Central Railway and Coal Minister
Piyush Goyal has released an app called 'Rail help' on June 11, 2018 to improve
and speed up the grievances redressal process.
Rail application (mobile application for desired assistance during travel) has been
developed by Northern Railway. This app will record the complaints of passengers and
provide them information about the status of redressal of their grievances. After
registering the passenger, the complaint number will be made available immediately
through SMS, after which the details of the steps taken by the Railways will continue to be
given by SMS.
Main features of the application
• Rail help also records the complaints of passengers with minimal information and
photograph, issues a complaint number and immediately provides this information to the
concerned field officers of the division. In this case, the complainant also approves the
passenger, making the whole process of registration and settlement of the complaint
accelerated.
• Rail help also displays various types of support services (e.g., safety, child support
service etc.) and also provides direct phone support as a direct option for
immediate assistance.
• Since it
adds all the methods of lodging the complaints in which online and offline
methods are added, the management reports present an overall picture of the
areas of vulnerable and defective areas, so that due to corrective measures can
be taken by the concerned officer.
• Analysis
of statistics gives information about the various aspects of trains and
stations such as sanitation and facilities, so that managerial decisions can be
accurate and effective.
• Dashboard
/ Report Management will be made available at the level of Division / Zone /
Railway Board on the basis of the hierarchy, and each related officer will be
sent an email automatically on a weekly basis.
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