The rail budget may have been a subject of much controversy due to a hike in fares but as an institution the Indian Railways is doing its bit to improve the interface between its employees and consumers.
It kicked off a communication initiative recently where employees are being initiated into improving their etiquette towards stakeholders through the medium of theatre. Somewhat of a pilot, the northern railway has started the awareness drive where employees are imparted messages emphasising the need for politeness and cleanliness when on the job. If it turns out to be an effective and successful exercise, it will be replicated among the other divisions.
Ashwini Lohani, Divisional Railway Manager (DRM) says, “There is huge scope to improve. The truth is that railway platforms are dirty and need attention. Charity begins at home and therefore we have decided that we will first work with our own set of people and that would help us spread the message among passengers.” The one-act plays are meant to spread awareness among the employees that they are responsible for the wellbeing of every passenger.
The plays, depicting issues that need focus, are enacted by railways employees at weekend meetings. The problems faced by passengers are raised. Employees are also free to air their opinions and encouraged to come forward and express their views. The problem-areas are of course many. Tracks are dirty, platforms are unclean and physically challenged people face problems of accessibility. Also, it is difficult for aged travellers to travel alone.
The Railways has also joined hands with ‘rail-fans' (common citizens from all walks of life who wish to improve services). “Thousands of rail-fans are willing to come forward and work for the betterment of the Railways for free. They move around a lot on the railway platforms and monitor trains. They give us valuable feedback as to where we can put in a bit of effort and improve things. We are just using the existing resources to turn around things. Interestingly, employees and rail-fans are enthusiastic about our initiative and that makes things that much easy,” says Lohani.
G. Vishwanathan, a retired government employee and a rail-fan had this to say, “This is our hobby. We all are willing to contribute towards the betterment of the railways. While monitoring trains and stations we come across many issues that require attention. These can be resolved with just a little awareness on the part of the railway employees as well as travellers. Therefore, for rail-fans it is a happy occasion to be part of such a project”.
