Charbagh WorkshopGrievance Management System for Railways
Indian Railways is one of the largest employer in the world. It employs more than 14 lac employees. Personnel Branch is dedicated towards management of Employees. These employees work under various designations under different branches. P-Branch works like an HR department and manages all these employees. In order to bring more transparency and disseminate services and information to its serving and non-serving staff - P-Branch is continuously working on Digital Initiatives.
Understanding and giving importance to Employees has always been considered a taboo in goverment run institutions. Railways was also facing lot of flak due to pending employee issues and grievances. There were less takers of such cases.
Single Window System was initiated as an automated tool that gave Employees a terminal to lodge their grievances from home / office or thru smart phones; wherever they face an issue. The issue will be assigned to concerned department / section for redressal. A tentative date/lead time is decided based on case type and official employee charter. SMS based OTP authentication is done if employee want to register himself. Grievances can be linked, if any previous such record is available to avoid duplicity. Employee may also check status of grievance any time, from anywhere. When compliance is done on any complaint, an acknowledgement is sent to the employee. Scanned copies can be accessed by employee with every update.
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