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Guwahati, February 10 (MExN): The Indian Railways has completely digitized the complaint management system by launching an application ‘Rail Madad’ and it is gaining popularity, the Northeast Frontier Railawy (NFR) said in a statement today.
“Rail Madad” stands for “Mobile Application for Desired Assistance during Travel” and is aimed at expediting and streamlining passenger grievance redressal, NFR said in the statement issued its Chief Public Relations Officer, Subhanan Chanda.
One of the salient features app is that it integrates all modes of filing complaints including offline and online modes into a single website, it said.
‘Rail Madad’ also available in the web version and allows passengers to register complaints through mobile phone and web at ease, it added.
While registering complaint instantly and relaying it the complaint to the relevant field official for immediate action, the app also relays real time feedback to passengers on the status of redressal followed by a customized SMS communicating the action taken thereon by the Railways, NFR added.
The data generated would then be analyzed to generate trends on various performance parameters of a selected train or station on subjects like cleanliness, amenities, hygiene of food thus making the managerial decision more precise and effective, it said.
Hierarchy-based dashboard or reports are generated and sent to respective Division/Zonal/Railway Board level officials concerned, it added.
"RailMadad" app has won silver prize in "Excellence in providing citizen centric delivery" category at the "23rd National Conference on E-Governance.”
