Revealed By: Samreen Pall
Final Up to date: March 08, 2024, 15:09 IST
Delhi Metro: New Software program Launched To Streamline Complaints Administration.(File picture)
Delhi Metro introduces homegrown software program for environment friendly grievance administration, making certain real-time monitoring and streamlined redressal.
Delhi Metro on Thursday launched a customized and homegrown software program that streamlines and smoothens its buyer grievance administration mechanism by analysing the character of complaints and the extent of their passable disposal.
In a press release, the DMRC mentioned its high administration in addition to the general public complaints officer will be capable to monitor the standing of the complaints on a real-time foundation with its assist.
“The software program will generate knowledge that may assist DMRC to analyse the character of complaints obtained and the extent of satisfaction of the complainants,” it mentioned. Vikas Kumar, the managing director of Delhi Metro Rail Company (DMRC), launched the Public Complaints Administration System (PCMS) software program at Metro Bhawan right here within the presence of different senior officers.
The DMRC receives complaints and ideas from passengers by way of a number of channels such because the IVRS-based helpline system, devoted e-mail service and social media platforms. A devoted Public Complaints Cell ensures that the grievances are attended to on precedence. This new software program will assist in additional streamlining all the course of, the assertion mentioned.
PCMS is an indigenously developed mechanism that may assist in rising the pace, accuracy and accessibility of the complaints administration infrastructure already in place, it mentioned.
The user-friendly software program will make all the course of easy and can assist in real-time monitoring of complaints, monitoring and categorizing of the suggestions and allotting them to the fitting officers for fast redressal, the assertion added.
