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| Railway Enquiry Booth with TV Screens ( Co-Pilot) image |
Objective: To streamline passenger assistance at railway stations and make the enquiry process efficient and accessible for all.
Current Situation:
Enquiry counters (Sahyog Centers) answer passenger queries, such as train timings, platform details, and connecting trains. Often during peak times in the morning and evening, people huddle together near the inquiry counter to get information.
However, the information provided is not collected, reused, or collated for any study or to understand common trends, common questions. Nor the answer given by the counter staff is not displayed for the benefit of others.
Proposed Plan:
Digital Display System:
Install large screens at enquiry counters to display questions and answers in real time.
One staff member ( unpaid or paid Intern) types the queries and responses, while the main person at the help-desk answers the passenger questions via microphone.
People who approach the counter will be interested to know if their question has already been answered by anyone else!
Multilingual Support:
Display the Q&A in English, Hindi, and the regional language to assist passengers from diverse backgrounds.
QR Code Integration:
Place a QR code below the screen. Passengers can scan it to view the entire Q&A history, ensuring easy access to relevant information.
The same QR code can be displayed at station entrances on standees, allowing passengers to access information before reaching the counter.
Data Utilization:
Collect and analyze common queries to create an FAQ sheet displayed at counters or distributed digitally.
Develop tag clouds to identify trending queries and areas of concern.
Additional Benefits:
Reduced Queues: Passengers with similar queries can get their answers directly from the screen, reducing the wait time.
Improved Accessibility: Multilingual screens and QR-based access cater to passengers of all ages and literacy levels.
Data-Driven Solutions: Insights from commonly asked questions can help improve station announcements, signage, and overall passenger experience.
Implementation Suggestions:
- Start with a pilot project at major stations to test the system's effectiveness.
- Train enquiry booth staff on the use of typing systems and the importance of data entry.
- Collect passenger feedback to refine the system over time.
- Use the questions to improve systems or if there's a common problem, then inform higher authorities.
This approach not only enhances passenger convenience but also leverages technology to improve operational efficiency. What do you think?
Curious Konnections
P.S - The additional staff required to provide text information will be managed by interns. These will be graduate students from nearby Govt colleges. This provides experience and exposure for students who are studying for degree level courses. Also, students who are working in railway institute, etc can be asked to do voluntary work in the booth.
Another question to Indian Railways - how often do you give internship opportunity for young folks in various departments ( such as customer service, facility management, house keeping). I mean, free internship for 6 months or so!
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