RAILWAY BOARD CONTROL CELL

RAILWAY BOARD CONTROL CELL






Context: Indian Railways has opened a Railway Board Control Cell to ensure seamless flow of information and suggestions between Railway Administration and general public amid Coronavirus (COVID-19) pandemic.



RAILWAY CONTROL BOARD CELL

KEY DETAILS

  • As part of its efforts to contain the impact of Covid-19  infection, Indian Railways has made functional two 24-hr Helplines – 138 & 139 – to answer inquiriesprovide assistance & to disseminate relevant information to railway customers and others during the 21-day all-India lockout. 
  • The idea of using the number 138 is to use, in addition to the call-centre based agent & IVRS services provided through 139, the wide reach of Indian Railways to service the large number of its patrons across the country. 
  • Railway Board Control Cell would work round the clock and shall be manned by a Director level officer
  • The Control Board would monitor calls received on the centralised Railway Helpline 139 and the de-centralised Railway Helpline 138, in addition to monitoring trends on social media, especially Twitter, to communicate and alleviate any difficulties faced by Railway customers and others by taking timely action.
  • While 139 will continue to work centrally as presently, 138 is a Helpline which will take the caller directly to the local Railway Division so as to provide him the updated local and regional information. 
  • Both 138 & 139 as well as Social Media cell would be manned round-the-clock to answer inquiriesprovide assistance (wherever possible) & to disseminate relevant information to Railway customers and others. 
  • Suggestions would also be accepted. Helpline personnel would have updated information, inter alia, on issues like refund, State/District/Railway medical facilities, and updated Local/Regional/National Helpline Numbers for Covid19 detection and aid.


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