The Indian Railways has significantly upgraded its RailMadad grievance portal, introducing advanced multilingual capabilities with state-of-the-art text and speech recognition features. This enhancement aims to improve accessibility and user experience for over 200 million citizens across India.
The upgraded RailMadad portal now allows users to select their preferred language through voice commands using a mic button. The system incorporates a comprehensive glossary with over 20,000 transliterated station and train names, ensuring accurate and efficient communication across both RailMadad and the National Train Enquiry System (NTES).
Powered by BHASHINI Multilingual capabilities, this new feature promises to enhance the overall travel experience for users across India. BHASHINI, an initiative by the Ministry of Electronics and Information Technology, aims to transcend language barriers and ensure that every citizen can effortlessly access digital services in their own language.
The multilingual enhancement facilitates efficient handling of ticket inquiries, booking tracking, and grievance resolution in the user’s chosen language. With more than 10,000 grievances registered daily, RailMadad aims to revolutionize communication and connectivity for railway passengers.
Southern Railway, which has been at the forefront of implementing RailMadad, reported resolving 90,963 complaints in the financial year 2022-23, maintaining a 100% complaint disposal rate since 2019-20. The average disposal time is 37 minutes, with a First Response Time of 8 minutes for medical and security assistance during emergencies.
Passengers can access RailMadad through multiple channels, including the mobile application, website, SMS, email, and social media platforms. The Rail Passenger Helpline 139 remains the most popular method, accounting for over 58% of complaints received.
This upgrade is part of the broader Digital India initiative, which seeks to leverage technology for improved citizen services. The integration of advanced Natural Language Processing (NLP) techniques ensures accurate translations and contextually appropriate responses, making the grievance redressal process more accessible and user-friendly.
As Indian Railways continues to prioritise passenger satisfaction and efficient complaint resolution, the multilingual RailMadad portal stands as a testament to the government’s commitment to inclusive and accessible digital services for all citizens.
