The Union Ministry of Railways has launched Rail MADAD (Mobile Application for Desired Assistance During travel) Application to expedite and streamline passenger grievance redressal. The application was launched inline with Union Government’s Digital India Initative.
Rail Madad app
The app for the first time completely digitized the Complaint management system. It integrates RPGRAMS (Railway Passenger Grievance Redressal and Management System) developed by Northern Railway (Delhi Division).
It registers complaint of passengers with minimum inputs. It also has option of photo and issues unique ID instantly. It relays complaint online to relevant field officials for immediate action. The action taken on complaint is also relayed to passenger through SMS.
It also displays various helpline numbers (e.g., Security, Child helpline etc) and provides direct calling facility for immediate assistance in one easy step. It integrates all modes of filing complaints including offline and online modes on single platform.
It presents holistic picture of weak and deficient areas and enable focused corrective action by officials concerned. It also aids in data analysis of reports to generate trends on various performance parameters of selected train and stations like cleanliness, amenities etc to make managerial process more precise and effective.