Now, call up Delhi Metro's helpline for better service

NEW DELHI: Going beyond just talking to fellow commuters about crowded trains or encroached stations, Delh Metro passengers have gotten their opinions registered over the past few months--by calling in and giving suggestions to Delhi Metro Rail Corporation (DMRC) about how to improve its services. This is, in part, due to the relaunch of the Metro's 24X7 helpline in April. Introduced n October 2008, the helpline was rejigged as an IVRS sys tem managed by an independent agency.

"The IVRS-based helpline was specifically designed to provide all essential information, register suggestions as well as grievances of the commuters in a more effective manner," said a senior Metro official.

The result was a diverse set of suggestions and complaints which the Metro is using to improve certain ser vices on a priority basis. A number of calls were about lights, lifts and escalators not working at several stations. Or, long queues at frisking points, encroachment around stations and need to rein in passengers travelling in the reverse direction for a seat. Other suggestions include more seats for the Jelderly as well as more feeder buses.

Thefts of wallets or cell phones featured on the complaint list, while lack of adequate parking space was also mentioned. "A number of queries were about fares and train timings, as well as the alignment of the phase III network," added an official. Commuters also want to know about facilities drinking water or toilets in a station.

"An agency specialized in operating such helpline services has been brought in to manage the IVRS-based service. A call centre containing 30 telephone lines with specially trained staff responds to the calls. Metro officials keep a close watch on their functioning," he added. Five professionals address all kinds of queries from commuters in each shift.

Initially started with just three telephone lines, the service has been upgraded a number of times, said another official.