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Secunderabad Division leverages Twitter for Fast Response to Customer Needs

Secunderabad Division of South Central Railway has set new benchmark in attending to Customer needs and queries o­n the strength of Social Media platform, Twitter. The Division has embarked o­n “Mission Five Minutes” as part of which, a maximum time of five minutes has been fixed as First Response Time.

The advent of social media is changing the interaction between Railways and its esteemed Passengers/Customers. For massive customer outreach and to strengthen the connect with its customers, Twitter accounts are being operated at various levels and at the Divisional level by Divisional Railway Managers.

The Twitter account of DRM/Secunderabad Division of South Central Railway (@drmsecunderabad) has been evolving as an effective interface between the Division and the Customers. Tweets received are in the nature of Complaints, Suggestions and Assistance required. They are relating to coach maintenance, cleanliness, security, electrical and for medical/catering assistance etc. Any Tweet received is assigned to concerned Department of the Division for necessary action. Some need to be assigned to other Divisions of the zone and even to other Zonal Railways also. This assigning to the concerned Division/Department is crucial in the entire cycle of solving the complaint/providing assistance as it involves informing the issue to the concerned who actually take action. This is called as First Response Time. Dedicated staff are monitoring the Twitter handle 24 ×7and assigning them to the concerned for quickest possible response.

Secunderabad Division has embarked o­n “Mission Five Minutes”, as part of which the Division has set the maximum time of five (5) minutes for First Response Time. o­n analysis of the 185 tweets received in the first week of June 2017, the average FRT is 4.07 minutes. Apart from quick First Response Time, the prompt action by staff concerned is resulting in positive feedback from Passengers. During the period, around 35 Passengers have re-tweeted about the quick response and expressed satisfaction o­n the action taken.

In o­ne instance, o­n 05th June, 2017, a passenger of Train Number 12771 (Secunderabad-Nagpur Express) tweeted about a problem with the berth at 21:43 hrs. It was assigned to concerned Department at 21:48 hrs and the problem was attended promptly before departure of the Train i.e.22:00 hrs. The passenger re-tweeted as “Issue solved in less than 5 min before train departure....Thank you very much for your prompt response sir.......can sleep in peace now”.

In another instance, a passenger tweeted o­n 2nd June, 2017 that he needs a porter at Begumpet Railway station. The porter was arranged and the passenger re-tweeted as “Porter was waiting for me. Thank you so much…”

Those Rail Customers who do not hold a Twitter account can call o­n 182 for Security related issues and 138 Helpline for other than Security issues, for real-time assistance. Secunderabad Division has ensured that both these Help lines are manned by staff round the clock.


Chief Public Relations Officer

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