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Indian railways

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  • Indian railways
  • Bhati, Gopal Singh
  • Global Delivery Initiative; KDI School


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Title Indian railways
Similar Titles
Material Type Reports
Author(English)

Bhati, Gopal Singh

Publisher

Global Delivery Initiative; KDI School

Date 2019
Series Title; No Global Delivery Initiative
Subject Country India(Asia and Pacific)
Language English
File Type Link
Subject Social Development < General
Holding Global Delivery Initiative
License

Abstract

Indian Railway (IR), as one of the largest railway systems in the world, fields enormous numbers of queries, concerns, and complaints from passengers on a daily basis. In an effort to revolutionize passenger services, IR adopted a social media-based citizen engagement system, through which passengers and IR staff can communicate to improve services. However, putting this system in place was not seamless, as the use of social media was a new communication channel. IR gradually learned by doing. Implementing the new strategy in a multi-staged process, IR developed the social media-based service system from an initially manual, haphazard, and mechanistic model to a more-automated, sophisticated, and organic one. After a process of trial and error, the new customer relation management (CRM) system has turned out to be effective in improving internal operations, external accountability, and, most importantly, in building citizens’ trust.