NCR creates Divisionwise War-Rooms to monitor & resolve Passenger’s Grievances live
NCR maintains 12 minutes as First Response Time
Prayagraj Bureau: In a bid to improve passenger satisfaction, the North Central Railway (#NCR), in the leadership of Principal Chief Commercial Manager (#PCCM) Prabhat Ranjan, has come up with a unique initiative to address the passenger grievances in a very reasonably quick time frame. War rooms have been created in each division to cater to the passenger complaints being received on #RAILMADAD portal.
It is worth to be mentioned that Indian Railway as a part of its digital initiatives had launched the completely digitized Complaint management system in the form of #RailMadad – An App to expedite and streamline passenger grievance redressal. This ‘Rail Madad’ app is a #MobileApp to register complaints by passengers through mobile phone/web. It relays real time feedback to #Passengers on the status of redressal of their #complaints – the #passenger gets an instant ID through #SMS on registration of #complaint followed by a customized SMS communicating the action taken thereon by Railway.
These #war-rooms created at Divisional offices normally receive passenger complaints mainly related to #security, followed by #punctuality, #watering, #medical help, #electrical issues, #cleanliness, #Parcel issues, #Ticketing, #Passenger-Amenities and other miscellaneous issues. All these complaints are related to either one or more department, and these war rooms have representatives from all the concerned departments including #RPF, #Engineering, #Electrical, #Commercial, #Mechanical, #Operating at one place. This makes the complaints handling easy and reduces any issue of inter-departmental hassles.
This unique first of its kind initiative of bringing all concerned under one roof has resulted in pretty faster resolving of #grievances and providing solution to the #customer on real time basis. #NCR as a zone was lagging behind in grievance handling at 15th rank in June 2023 prior to setting up of these war rooms, has become a front runner in just 4 months and reached to fifth spot in October 2023. It is expected to go further up in with every passing month.
Now, not only the almost 100% of complaints received through RAIL-MADAD are being promptly dealt but the first response time (#FRT) during the last month October 2023 stood at as low as 12 minutes, which was 58 minutes in June 2023. FRT is an indicator of efficiency in handling Medical and Security assistance during emergencies. The average pendency time remained 21 minutes against IRs average of 48 minutes and while the average disposal time has been only 33 minutes against IRs average of 2.30 hrs and it’s a commendable improvement over the average disposal time of 1.37 hrs in June 2023.
A total of 15241 complaints have been received in the last month October 2023 out of that 99.94% complaints have been closed with an overall satisfactory rating as per #RailwayBoard guidelines.
In #NorthCentralRailway, these complaints are received through Rail Passenger Helpline 139, #RailMadad website, social media forums, RailMadad App and the other means like SMS to 139, E-mail, #CPGRAMS etc.
Recently Apurv Singh travelling in Train no. 12310 Rajendranagar –Tejas Rajdhani in A2 coach on 12th November on the day of Diwali, requested for a help and our team at Prayagraj Division War Room swung into action and the desired help was provided at Kanpur Central station. Apurv Singh thanked the team for swift action.
All officers and employees including higher administration expressed his satisfaction over the NCR’s performance. They have also praised the team dealing with grievances in the leadership of Principal Chief Commercial Manager Prabhat Ranjan.
Another Passenger Saurabh was travelling by Train no. 11107, he lodged a complaint regarding unavailability of #BedRoll on his berth, his concern was resolved with in 10 minutes with the active intervention of Jhansi division rail madad war room.