SECR goes all social, disposes off complaints on Twitter

11 Oct

With more than 4.95 lakh followers of Ministry of Railways, GMs, DRM of South East Central Railways also go all social on Twitter and Facebook to connect to passengers and their woes.

Twitter being more proactive and popular platform, people in large number have started posting complains, suggestions and queries on the official Twitter handle of divisional railway manager SECR @DRMbilaspur, @secrrly and general manager @gmsecr.

As of now, having over 2000 followers in SECR zone which further adds up to 4.95 lakh of ministry of Railways. Hundreds of complaints are recorded and resolved on everyday basis.

Talking to TOI, Rajendra Kumar Agrawal, DGM, SECR said, “Most of the complaints posted on twitter handles, if related to logistics or facilities in a running train are acknowledged and considered on urgent basis. Social media is a powerful platform wherein Indian Railways has made its mark by connecting to more than five lakh followers in each zone. Information is passed on in no time and the accounts are being constantly monitored by respective general managers, DRMs of zones and divisions.”

Citing examples, Agrawal said that issues related to water in coach, molestation, corruption by ticket collectors, power supply are disposed off within no time between two station, that’s the power of social media.

“Consistent complaints of eunuchs harassing passengers in train and molestation cases have not only triggered SECR to launch drives against them but more than 50 eunuchs were taken to task with collection of Rs 90,000 fine from Raipur alone. This has eventually reduced this nuisance in platforms and trains and the drive continues,” DGM claimed.

Among other problems that passengers have posted on Twitter include gents shoving inside ladies coach, washroom and cleanliness issues, attendants’ misbehavior over bedrolls, unauthorized vendor, overcharging and others are targeted to be solved within 45 minutes. SECR also tweets the feedback and updates about resolving the problem.

While Railways also tweet announcements or introduction of new projects which receive overwhelming response from public via retweeting, it also receives many suggestions or maintenance related complaints like berth or charging points not upto the mark.

“Issues related to maintenance are noted down by the account holder and are further ensured to be resolved. Meanwhile, we are also concentrating on repetitive trending of grievances and complaints, eunuch and molestation problem was one among those, which was immediately alerted to department concerned like Railway police force,” Agrawal said.

As the rush gets high by each day which can’t be managed by individuals, Railways now plan to institutionalize the whole set up in future with call centres and huge team to monitor and address public grievances via social media..

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Posted by on October 11, 2015 in Uncategorized


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