The commuter knows best.
This is what prompted the Central Railway to ask passengers to give feedback through SMSes (short message service).
Acting on them, the railway has begun construction of eight foot over-bridges at a cost of more than Rs. 10 crore.
“The commuters know best what they required as they are the ones using our services every day. So when we receive suggestions, we take them very seriously. We did our own surveys too and found that the demands matched and have immediately sanctioned works and begun the process,” a senior railway official said.
The Central Railway general manager Bharat Bhushan Modgil started the SMS complaint system two months ago.
“This is the first time that the railway is undertaking such a huge. Complaints were processed and it took days to identify a location for a foot over-bridge. But now with SMS complaints, we can identify the problem immediately and find out where the requirement is,” the official added.
The Indian Railways will follow suit with other railways setting up their own separate systems. The new foot over-bridges will come up at Tilak Nagar, Parel, Sion, two at Govandi and extending bridges at Diwa and Kopar. While the foot over-bridge at Kurla will be upgraded, the new one at Vidyavihar will be made wider.