GUWAHATI, Feb 20 - The Indian Railways has completely digitised the complaint management system by launching an application called ‘Rail Madad’ to expedite and streamline passenger grievance redressal.
“Rail Madad stands for ‘Mobile Application for Desired Assistance during Travel’. The salient feature of the Rail Madad app is that it integrates all modes of filing complaints including offline and online modes into a single website. Rail Madad is an application which is also available in the web version. It allows passengers to register complaints through mobile phone and web at ease,” said Subhanan Chanda, Chief Public Relations Officer (CPRO) of Northeast Frontier Railway (NFR).
The Rail Madad issues complaint register ID instantly and relays the complaint to the relevant field official for immediate action.
“The app relays real-time feedback to passengers on the status of redressal of their complaints followed by a customised SMS communicating the action taken thereof by the Railways. The data generated would then be analysed to generate trends on various performance parameters of a selected train or station on subjects like cleanliness, amenities and hygiene of food, thus making the managerial decision more precise and effective,” Chanda said.
He added that hierarchy-based dashboard or reports are generated and sent to the respective division, zonal and Railway Board-level officials concerned.
Chanda said the Rail Madad app has won silver prize in the ‘Excellence in providing citizen centric delivery’ category at the 23rd National Conference on E-Governance held earlier this month at Mumbai.