The Indian Railways has recently upgraded its RailMadad grievance portal, incorporating advanced multilingual capabilities and state-of-the-art text and speech recognition features. 

This enhancement is designed to improve accessibility and user experience for more than 200 million citizens across India. The upgraded portal allows users to select their preferred language through voice commands using a microphone button. It features a comprehensive glossary with over 20,000 transliterated station and train names, ensuring accurate and efficient communication across RailMadad and the National Train Enquiry System (NTES).

The system is powered by the BHASHINI Multilingual capabilities, an initiative by the Ministry of Electronics and Information Technology, which aims to transcend language barriers and ensure that every citizen can access digital services in their language. 

The multilingual enhancement facilitates efficient handling of ticket inquiries, booking tracking, and grievance resolution in the user’s chosen language. With over 10,000 grievances registered daily, RailMadad aims to revolutionize communication and connectivity for railway passengers.

Southern Railway, a key player in 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 various channels, including mobile applications, websites, 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 to improve citizen services. Integrating 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 prioritising passenger satisfaction and efficient complaint resolution, the multilingual RailMadad portal is a testament to the government’s commitment to inclusive and accessible digital services for all citizens.

Source: BHASHINI

Image Source: BHASHINI