From Railway Enquiry Queues to Convenience: How Passenger Q & A on Digital Displays Can Transform Service
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...