Indian Railways Respond To Over 2 Lakh Queries In First Two Weeks Of Lockdown
Mumbai: To help train passengers, other citizens and resolve issues in freight operations, the Indian Railways has extended helpline facilities after a nationwide lockdown.
As facilities are provided, railway personnel have responded to more than 2,05,000 queries in the first two weeks of lockdown on designated communication platforms, of which 90 per cent (more than 1,85,000) via direct human interaction over the phone Were controlled.
The Railway Control Office is monitoring four communication and response platforms – Helpline-139, 138, social media (especially Twitter) and email (railmadad@rb.railnet.gov.in) 24×7. This is to ensure the smooth flow of information and suggestions between the railway administration and the general public during the lockdown.
The helpline operations are being run round the clock by the Director level officers. These officers monitor the citizen feedback and their suggestions received on social media and email and ensure that during the period of lockdown, appropriate action is taken to deal with any difficulties in railway customers, especially in freight transport.
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Meanwhile, ADRM level field officers monitor their divisional level as a part of this team.
RailMed Helpline-139 answered more than 140,000 questions on a one-to-one basis in the first two weeks of lockdown, in addition to questions asked by the IVRS facility.
While the questions are mostly about the commencement of train services and the relaxed return rules (which were based on feedback from the public themselves), social media has been appreciating the efforts of Railways in these trying times.
Calls received on Helpline 138 are geo-fences i.e. man-made round land by the nearest Railway Divisional Control Office (well versed in the local language by railway personnel and familiar with local issues) as per the location of the caller.
This ensures that callers receive information and guidance in a language they are comfortable speaking. This new feature overcomes language barriers, and accelerates the flow of information to railway customers and others as related information is readily available with the division.
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