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Northern Railway introduces digital enquiry system

NEW DELHI: In its bid to use technology to provide quality service to passengers , the Delhi Division of Northern Railway recently introduced a new video conferencing-based digital enquiry system on a trial basis.

Though the service has been introduced at the New Delhi and Old Delhi railway stations, it might be extended to other stations after evaluating the response.

Northern Railway (Delhi Division) General Manager B. D. Garg said: “Compared to the face-to-face enquiry, the new service would be unmanned as there would be no need for an operator to be seated behind the enquiry counter. This would ensure no quarrelling or arguments between enquiry officials and passengers and help save time leading to efficient operation.”

This video conferencing enabled digital enquiry system which costs between Rs. 2 lakh to Rs.3 lakh would be equipped with an LCD screen, mike, national train enquiries system connection, hotline connection, monitoring machine and a camera.

“Under the system, the passenger would speak out his query on the mike which would be transmitted in real time to our operator sitting at any other location through a voice transmission software akin to that used in call centres. The photo image of that passenger would also be flashed onto a monitoring screen placed next to our operator in the control room and likewise a photo image of the operator would be flashed on a television screen next to the passenger. In this way our operators would be able to immediately convey the necessary information back to the passenger in a clear manner.”

“We might be adding new features to the system unit if need be and accordingly the cost may also differ. We are still trying out various technologies available to provide such a service,” he added.

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