In line with digital initiatives, Indian Railways has for the first time completely digitized the Complaint management system.
Piyush Goyal, Minister of Railways & Coal today 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- the passenger gets an instant ID through SMS on registration of complaint followed by a customized SMS communicating the action taken thereon by Railway. RPGRAMS integrates all the passenger complaints received from multiple modes (14 offline/online modes currently) on a single platform, analyzes them holistically and generates various types of management reports which enable the top management to continuously monitor the pace of grievance redressal as well as evaluate the performance of field units/ trains/ stations on various parameters viz cleanliness, catering, amenities etc. It also identifies weak/deficient areas and laggard trains/stations for undertaking focussed corrective actions.
