CUSTOMER FEEDBACK AND SUGGESTION
SCHEME THROUGH SMS/EMAIL
Central Railway has the pride of position in the history of Indian Railways as the pioneering railway system of the Indian sub-continent. It was the ‘Great Indian Peninsula Railway’ the precursor of present day ‘Central Railway’ that ran the first train on the Indian sub-continent on 16th April 1853 from "Boree Bunder" (now Chhatrapati Shivaji Terminus) to "Tannah" (now Thane). Central Railway has come a long way since then and now it has a vast network of 3832 route kms traversing through the states of Maharashtra, Madhya Pradesh and Karnataka. Continuing its great tradition, Central Railway has been able to maintain its prime position by transforming itself to the changing requirements. Adopting innovative practices, Central Railway has been able to fulfill the expectations of its customers. Taking another customer friendly step on the occasion of the 156th anniversary of railway operations in India, Central Railway has decided to introduce on trial basis a novel concept of customer feedback and suggestion scheme through SMS.
This scheme is the brainchild of Mr. B.B.Modgil, General Manager CR, who feels that getting customer feedback/suggestions through SMS will help in aligning railway’s resources and priorities as per customer aspirations/expectations. This will reduce the gap between the customer expectations and the railway’s performance and will also help railways in prioritizing focus areas. This scheme will also enable customers’ greater participation in railway management. People can avail this opportunity and sms their feedback/suggestions to 9004411111. The sms service will be on a trial basis for a period of 6 months. Alternatively, feedback can also be sent through email to firstname.lastname@example.org. The suggestions thus received through sms/email will be compiled together and each one examined for feasibility. All the feasible suggestions will then be categorized for short term, medium term, and long-term implementation. On the initiative of CR’s General Manager, this scheme has been put in place by the S&T and Commercial departments along with the Public Grievances Cell.
It is the continuous endeavor of Central Railway to provide quality service to its customers; and the present step will go a long way in fulfilling this goal.
CR RAILWAY WEEK AWARDS
Mumbai : Central Railway celebrated 54th Railway Week function at Central Railway auditorium, CSTM on 16.4.2009. The function was attended by a large gathering consisting of Railway officers and staff from all over the Central Railway. Shri B.B. Modgil, General Manager, Central Railway awarded shields, medals, certificates and cash awards to 185 railway staff and officers. Shri A.K. Jain, PRO, Shri Ram Paul Barpagga, Senior Publicity Inspector and Shri R.C. Nair, Senior Photographer of Public Relations Department won the awards for their excellence in timely follow-ups by way of sustained interaction with Press and Media.
Shri Modgil in his speech congratulated the awardees and added that the awards are given to encourage a healthy competition. He informed that 16 officers and staff from Central Railway would be getting the award at national level (Ministry of Railways)
Most of the 185 awards were given to the staff for contributing and providing innovative methods in train operation, safety and providing customer satisfaction. The General Manager presented 40 Shields/Trophies/Cash Awards in various categories to the divisions, workshops, locomotive sheds, and field units for their outstanding performance. General Manager’s Overall Efficiency Shield was awarded to Mumbai Division. The Operating shield was awarded to Nagpur Division. Pune Diesel Shed of Pune Division won Diesel Energy Conservation Trophy while Mumbai won Electric energy conservation shield.
Earlier, Shri R.K. Parashar, Chief Personnel Officer, Central Railway welcomed all those present for the function. Shri A.K. Sinha, Chief Personnel Officer (Industrial Relations), Central Railway proposed the vote of thanks. Shri Vinay Mittal, Additional General Manager, Central Railway and other senior officers of Central Railway were also present on the occasion.