Rail Madad – An App to facilitate and conduct passenger grievance redressal

Rail Madad – An App to facilitate and conduct passenger grievance redressal. Piyush Goyal launches ‘Rail Madad’ App and ‘Menu on Rails’ App. Rail Madad – a mobile App to register complaints by passengers through mobile phone/web. 

Rail Madad - An App to facilitate and conduct passenger grievance redressal

In line with digital initiatives of Hon’ble PM, Indian Railways has for the first time completely digitized the Complaint management system.

Rail Madad – An App to facilitate and conduct passenger grievance redressal

Rail Madad – An App to facilitate and conduct passenger grievance redressal. Shri Piyush Goyal, Minister of Railways & Coal yesterday launched a new App “Rail Madad” – An App to expedite & streamline passenger grievance redressal. 

RPGRAMS (Railway Passenger Grievance Redressal and Management System), which has been developed by Northern Railway (Delhi Division) and comprises many novel features including Rail Madad’ – a mobile App to register complaints by passengers through mobile phone/web. It relays real-time feedback to passengers on the status of redressal of their complaints.

How will be the ‘Rail Madad’ App workout?

# Rail MADAD (Mobile Application for Desired Assistance During travelregisters a complaint with minimum inputs from the passenger(option of the photo also available), issues unique ID instantly and relays the complaint online to relevant field officials for immediate action. The action taken on the complaint is also relayed to the passenger through SMS, thus fast-tracking the entire process of redressal of complaints through digitisation.

# Rail MADAD also displays various helpline numbers (e.g., Security, Child helpline etc) and provides direct calling facility for immediate assistance in one easy step.

# RPGRAMS integrates all the passenger complaints received from multiple modes (14 offline/online modes currently) on a single platform, therefore the resultant management reports present a holistic picture of weak/deficient areas and enable focused corrective action by officials concerned.

# The data analysis would also generate trends on various performance parameters of a selected train/station like cleanliness, amenities etc thus making the managerial decision more precise and effective.

# Hierarchy based dashboard/reports will be available for management at Division /Zonal/Railway board level and sent through auto email to every concerned officer weekly.

How will be the ‘Menu on Rails’ App workout?

Menu on Rails' App

Passengers can now check the maximum retail price (MRP) of food items on IRCTC’s newly-launched “Menu on Rail” application and be sure that they are not taken for a ride. The initiative is latest in a string of measures by the national transporter faced with complaints of overcharging by caterers.

# This app intends to spread awareness among passengers about the menu options on various trains and stations, along with their rates. IRCTC also wants to ensure that caterers do not overcharge the passengers.

# This app will display the menu served in Mail/Express trains including Humsafar Trains, Rajdhani Trains, Shatabdi Trains, Duronto Trains, Gatiman Express and the Tejas Express.

# Food items on the app, are categorised into four categories: beverages, breakfast, meals and a-la-carte.

# This app will display the prices of beverages (like tea, packaged drinking water, and coffee) as well as the rail meals, the Janata khana, Standard veg (Thali), standard non-veg (thali), standard veg-thali (casserole) and Standard Non-veg (Casserole), for trains as well as railway stations.

# The a-la-carte category includes 96 food items. These are categorised into breakfast, light meals, combo meals, non-veg, diabetic foods, Jain food, sweets, etc.

# There are also pre-booked meals, separately displayed, for EC and CC classes in case of Shatabdi trains, and 1A, 2A and 3A classes for Rajdhani and Duronto trains. There are also food items for sleeper classes in Duronto trains and pre-booked food items in the Gatiman and the Tejas Express. The menu is also provided for trains that are running late.

# The app is designed to create awareness about food items available on trains, along with their prices. It will also help customers who have pre-booked their meal, to know about the quantity of the food in advance.

The app can be used on laptops or computers as a website version of the same has been made available. The initiative is latest in a string of measures by the national transporter faced with complaints of overcharging by caterers.

Conclusion

This Rail Madad App surely very useful for passengers to facilitate them for desired assistance during travel period also allows them to complain against any issue for instant action by Railways. The article is based on Press Information Bureau, Government of India, Ministry of Railways.

Piyush Goyal launches ‘Rail Madad’ App and ‘Menu on Rails’ App. Whether it is addressing your complaints, or giving you the detailed prices of food items, so you don’t get overcharged, the Indian Railways is continually trying to improve the technology to enhance your train journey experience in a better way.

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