The Central Industrial Security Force (CISF) have been provided with smartphones to precisely answer passengers’ queries about metro timings and routes using the Android app of the Delhi Metro Rail Corporation (DMRC).
The CISF helpline was primarily launched to cater to the grievances and complaints of commuters. “Over the period of time, it has been noticed that most of the calls were related to route and timing. Passengers often ask the route to go to their destination from one particular station.
Apart from that they also inquire about timing of last train from any particular station,” said a senior CISF official, requesting anonymity.
“Since our staff may not be able to give the correct information every time, we have given them smart phones so that they can answer passenger’s query through that,” the official added.
On an average the CISF receives 1000 calls every month on their helpline of which 300 are about route and timing and 200 about whether metro will run on a particular day. This accounts for about 30% of the total calls they receive. Rest of the calls is related to restricted items in metro, unattended bags and presence of male staff in ladies coach.
DMRC’s app allows users to search for information about the nearest metro station, fares for travel, timings for the first and last trains at the stations, parking and travel time for their journeys.
On certain occassions, DMRC closes down some stations and calls on the helpline are often about which stations are operational on that day.
Other common queries include finding which items are prohibited inside the metro; the CISF in the control room guide the passengers with their list of restricted items.