- Railway “War Room” provides quick resolution of passenger complaints
Bhopal: In various meetings, General Manager Mrs. Shobhana Bandopadhyay, from time to time, emphasizes on quick resolution of passenger complaints within the time limit at all stations of West Central Railway and all passenger trains passing through. In this series, War Room has been established in the control offices of the Railways in all three divisions Jabalpur, Bhopal and Kota including the West Central Railway Headquarters for quick resolution of passenger complaints. In this war room, special emphasis is laid on quick resolution of passenger problems and providing them better services and rail help analysis under passenger facilities. In this war room, employees of different departments are engaged 24 X 7 on computer terminals to resolve the problems of passengers. In this, employees of RPF, Commercial, Mechanical Electrical Department are also deployed to monitor complaints coming on social media. Real time monitoring is also done from this war room.
Supervisors and employees have been deployed in three shifts in the war room operated in the control room with computers, intercom, telephone, mobile and large screen. Whenever a complaint is received on the Rail Madad portal, the concerned employee takes immediate action and contacts the passenger, understands his problem and informs the concerned station and gets it resolved quickly. By operating the war room by the Railways, problems related to medical assistance, water in the coach, cleanliness, electricity and other rail passenger related complaints and security-safety etc. are being resolved very quickly.
Features of War Room
Quick resolution of complaints: Quick resolution is done on filing a complaint.
Passenger feedback: After the solution, feedback is taken from the passenger so that the quality of service can be continuously improved.
High technology: High technology equipment such as big screen, intercom, computer etc. have been used in the war room.
Continuous monitoring: 24×7 monitoring and deployment of staff in shifts has been ensured.
This initiative of the Railways has enhanced passenger services and passengers are getting better service and facilities. This is a commendable step by Indian Railways, which is providing quick and effective assistance to passengers without any hassle. Indian Railways is constantly striving for the convenience and satisfaction of passengers and this is an important step in this direction.
