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DMRC Launches New Software For Customer Grievance Management

With a dedicated Public Complaints Cell already in place, the new software is expected to streamline and enhance the efficiency of the entire grievance redressal process

Delhi Metro Rail Corporation (DMRC) introduced a new software on Thursday aimed at enhancing its customer grievance management system. The indigenously developed software, named 'Public Complaints Management System' (PCMS), aims to expedite the handling of complaints while ensuring accuracy and accessibility.

In a statement issued by Delhi Metro, it was highlighted that the PCMS software will simplify the entire process of managing complaints and facilitate real-time monitoring, tracking, and categorization of feedback. Additionally, the software will assign complaints to the appropriate officials for prompt resolution.

Moreover, the software is designed to generate valuable data that will enable DMRC to analyse the nature of complaints and gauge the satisfaction levels of complainants. This real-time monitoring capability will be accessible to both the top management of DMRC and the designated Public Complaints Officer.

The introduction of the PCMS software further strengthens DMRC's commitment to addressing customer grievances promptly. With a dedicated Public Complaints Cell already in place, the new software is expected to streamline and enhance the efficiency of the entire grievance redressal process.

The software was officially launched by Vikas Kumar, the Managing Director of DMRC, at Metro Bhawan in the national capital. The event witnessed the presence of other senior officers from the organisation.

Notably, this is not the first indigenously developed software employed by Delhi Metro. The organisation already utilises 'STAMP' (System for Tracking and Monitoring Project), another indigenous software, to monitor the progress of its construction projects.



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