Gone are the days, we wasted the nation's time visionlessly, as the time has come when,
Mobile Applications like Indian Railways Complaint Book Register launched in India on www.india.gov.in will be classic examples of semantic web oriented troubleshooting based expert systems with integrated paperless workflow management systems and will require only some limited key data from travelers: like:PNR No and passengers affected while traveling in trains.
The Geo-Location Aware Mobile Application has been tested and certified to work with limited network connectivity with online/offline background sync features and it works more efficiently in terms of compressed limited encoded data-sets transferred rather than using the railways website which transfers outdated HTML content.
Another module developed is of use only for railway technicians/guard/attendants/driver with either new complaint number data sync occurring on their mobile devices or SMS being sent to them.
For passengers, In Current version, after submitting complaint through mobile application, an sms with date-timestamp and complaint number will be received to confirm authenticity of registered mobile number and this sms on being forwarded from registered mobile number back to Indian Railways sms gateway number like 139 will initiate actual complaint workflow assignment.
The Complaint Workflow Assignment system will have its own set of operational staff bound Service Level Agreement rules, best practices, inter-railway staff communication standards using technology tools like mobile SMS etc.
The Railways staff will then be responsible for professional resolution of problems on the move.
It also provides a wide range of pre-configured problem options with varying severity levels that can happen during travel to choose from:
Smoke in Compartment from Electrical
Toilet needs to be cleaned
A/C non functioning
No Water in Tap
Doctor/Medical Attention Needed
Pillow not available
Bedsheets not available
Blanket not available
Bed Bugs in Blanket/Bedsheets
Charger Points deactivated/not working
Charger Points deactivated during Night
Train attendant/technician not found.
Food was Bad
This will pave way for improved defect tracking and better quality of service oriented logistics management for Indian Railways as well.
In fact, many small events which often go unnoticed, undocumented without accountability, will be automatically taken care of.
In fact, this will also rise accountability standards
for station masters etc.
This Complaint Number will also help in refund in some cases.
Complaint Numbers bound workflow will be audit-able and accessible via Right to Information Act (RTI) Queries as well.
The future versions of this mobile application will have enhanced multimode universal authentication features like UID Authentication as well alongwith more of the above pre-configured problem options.