Introduction of RailMadad Shield from Railway Week 2022 onwards Complaints resolution and feedback mechanism are the two most important parameters of any…

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Summary

Introduction of RailMadad Shield from Railway Week 2022 onwards Complaints resolution and feedback mechanism are the two most important parameters of any service delivery mechanism. To promote healthy competition among the Zonal Railways and rewarding the most performing Zone, Railway Board has instituted a RailMadad Shield from the Railway Week 2022 onwards, for excellence in performance in RailMadad related…

Text of the circular

Government of India (Bharat Sarkar) 
Ministry of Railways (Rail Mantralaya)
(Railway Board) 
30.06.2021
No. 2021/PG/1/2/RailMadad Shield 
General Managers 
Zonal Railways 
Sub: Introduction of RailMadad Shield from Railway Week 2022 onwards 
Complaints
resolution
and feedback mechanism
are the two most 
important parameters of any service delivery mechanism. To promote healthy 
competition among the Zonal Railways and rewarding the most performing Zone, 
Railway Board has instituted a RailMadad Shield from the Railway Week 2022 
onwards, for excellence in performance in RailMadad related areas. 
2. 
To measure the performance and effectiveness of complaints resolution 
received on RailMadad by Zonal Railways, it has been decided to prepare a 
comprehensive index which will gauge not only the speed of the service delivery 
but also the quality of the service. Parameters and marks calculation method for 
RailMadad Shield is attached at Annexure-I. 
A separate report for calculating the comprehensive score may be provided 
in due course in the RailMadad dashboard to enable the zones for monitoring 
the performance and taking necessary steps to improve their performance. 
3 
It is advised that the steps taken for systemic improvement in service 
delivery may be compiled and submitted to Public Grievance Dte latest by 10th 
January of each year. 
4. 
9o 0612 
(Vivek Srivastava) 
Executive Director Public Grievance 
Railway Board 
DA: As above 
Copy: Secy/RB 
MD/CRIS & GM/WA/CRIS 
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*.*****9rubiS

Parameters for RailMadad Shield 
Annexure -I 
The parameters, sub-parameters, marks allotted to them and their targets are given 
in the table below: 
S. No. 
Parameter 
Sub-parameter 
Marks 
Targett# 
Avg. Disposal Time 
Excellent+Satisfactory Feedback 
% Forwarded Complaints 
Avg. Pendency Time 
Avg. Disposal Time 
Excellent +Satisfactory Feedback 
% Forwarded Complaints 
30 Minutes 
90% 
1 
Electrical Equipment 
1% 
10 Minutes 
30 Minutes 
90% 
Cleanliness 
2% 
10 Minutes 
Avg. Pendency Time 
Avg. Disposal Time 
Excellent + Satisfactory Feedback 
% Forwarded Complaints 
Avg. Pendency Time 
Avg. Disposal Time 
Excellent + Satisfactory Feedback 
% Forwarded Complaints 
20 Minutes 
90% 
3 
Security 
2% 
10 Minutes 
2 Hours 
100% 
4 
Luggage & Parcel 
100% 
Avg. Pendency Time 
Avg. Disposal Time 
Excellent+ Satisfactory Feedback 
% Forwarded Complaints 
Avg. Pendency Time 
Emergency Response Time (Medical Assistance) 
% Share of Miscellaneous Complaintsin Total Complaints 
10 Minutes 
30 Minutes 
90% 
5 
All Other Complaints 
3 
2% 
2 
10 Minutes 
5 
15 Minutes 
2% 
System Improvement
MOBD's Discretionary Marks 
10 
Grand Total 
100 
#Targets are provisional.

RailMadad Shield Marks Calculation Method 
To evaluate the performance of the zonal railways, a comprehensive index is prepared 
with 9 parameters and a total of 100 marks are distributed among them. 
For selecting the parameters, Top 4 
complaints type contributing approx. 67% of the 
total complaints which are having the divisional controls as the first assignee have been 
selected. Apart from these four major complaints types, all other complaints are clubbed 
together and selected as the fifth parameter. These five parameters are allotted equal 
weightage of 15 marks each. Each parameter is further divided into four sub-parameters 
which are: 
# Target= For each parameter/Sub-parameter is given in the table 
# Actual= The actual performance of the zone in that parameter 
Scenario Target 
Actual 
Formula 
Marks 
(Target/Actual) x 5 
(0:15/0:42) x5 
1 
0:15 
0:42 
= 1.78 Marks 
5 Marks 
2 
0:15 
0:12 (Better than target) 
5 Marks 
(No Bonus) 
0:52 
3 
0:15 
O Marks 
O Marks 
(3 times worse than the target) 
70% 
(70/90) x 5 
4 
90% 
ellent+Satisfactory FeedbackActual/Target) x 5 
3.89 Marks 
5 Marks 
5 
90% 
95% (Better than target) 
5 Marks 
(No Bonus) 
29% 
6 
90% 
O Marks 
O Marks 
(3 times worse than the target)

Related circulars

• Related: No. 2021/RS(G)/509/2

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