Ministry of Railways launches “Rail Madad”
“Rail MADAD (Mobile Application for Desired Assistance During travel)” is an App to expedite & streamline passenger grievance redressal.
Salient features of Rail Madad application are-
❖ Rail MADAD (Mobile Application for Desired Assistance During travel) registers a complaint with minimum inputs from passenger(option of photo also available), issues unique ID instantly and relays the complaint online to relevant field officials for immediate action. The action taken on complaint is also relayed to 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
❖ All modes of filing complaints including offline and online modes are being integrated 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 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.
Did you Know
RPGRAMS (Railway Passenger Grievance Redressal and Management System) integrates all the passenger complaints received from multiple modes (14 offline/online modes currently) on a single platform.
Minister of Railways - Piyush Goyal