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| Type | Commercial Circular |
|---|---|
| Topic | reservation |
| Currency | Currency not verified |
heads. It was possible to register same complaint twice, each under different head or sub-head. This made any trend analysis very difficult. Collation and analysis of data across channels also required additional manpower dedicated to only compilation of data Access to RailMadad: RailMadad can be accessed through Web, App, SMS, social
RailMadad Indian Railways EXCELLENCE IN PROVIDING CITIZEN-CENTRIC DELIVERY Case study on “RailMadad” Grievance Redressal platform of Indian Railways RailMadad, Indian Railways Page 2 of 15 Table of Contents 1. Overview: ................................................................................................................................................ 3 2. Context and Background ................................................................................................................ 3 3. Challenges and Solutions ................................................................................................................ 5 4. e-Enablement of RailMadad .......................................................................................................... 8 5. Way Forward – System Improvement ..................................................................................... 9 6. Conclusion ............................................................................................................................................ 12 7. Teaching Notes ................................................................................................................................... 12 8. Abbreviation ....................................................................................................................................... 15 RailMadad, Indian Railways Page 3 of 15 1. Overview RailMadad is a grievance redressal system by Indian Railways. It has unprecedented reach, speed and efficiency. RailMadad can be accessed by any railway customer (passenger, parcel or freight customer) who has a grievance with service delivery of Indian Railways (inside or outside India). There are multiple means of using the services of RailMadad such as, the option of logging in on a web-portal through a search engine, Integrated Railway Helpline number 139 (duly supported by a call centre 24*7), MobileApp (Android and iOS), Email, Social Media, access through SMS and Manual Dak. Integrated Railway Helpline number 139 extends full conversational capability in ten (10) major Indian languages, besides Hindi and English. RailMadad provides real-time assistance and grievance redressal for about 8000+ stations and 12000+ trains. As the system is integrated with National Train Enquiry System (NTES), it sends alerts to the concerned field unit directly responsible for providing relief. Efforts are made to redress real-time complaints, both on the train and the station itself. All those users having access to telephone and internet have both immediate and direct access to RailMadad. There is no insistence on a Smartphone; an ordinary phone user can also access round-the-clock RailMadad services by dialling 139. The Remaining group of users can avail services through manual desk wherein they can register complaints manually. 2. Context and Background Following scenarios, all real, have been put together to understand the need for a platform like RailMadad. Scenario 1 This Scenario details a real rescue story of two girls from traffickers in Brahmaputra Mail. On 16th February 2020, at 1952 hours, a call was received on the Integrated Railway Helpline number i.e. 139, where the caller said “15955, iss train main ek ladki bina parents travel kar rahi hai”. Immediately, the call centre agent registered this information on the RailMadad system, and the complaint directly got assigned to the security department of that train. The concerned security department further investigated and found that the girl was travelling with other passengers who were the traffickers. In this case, both the suspects, minor girl child and her carriers were identified by the train escort party and brought to RPF post New Jalpaiguri Junction. RailMadad, Indian Railways Page 4 of 15 RailMadad helped in transferring this information quickly to the concerned field unit of the runni
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