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New Delhi, March 27 (IANS) Keeping in view the increasing number of novel coronavirus patients across the country, the Indian Railways has extended the use of its 24-hour helpline numbers -- 138 and 139 -- to answer queries related to the pandemic.
The Railway Ministry in a statement said that the idea of using the number 138 is to use, in addition to the call-centre-based agent and interactive voice response system (IVRS) services provided through 139, the wide reach of the national transporter to service the large number of its patrons across the country, the national transporter said.
"Our two helplines - 138 and 139 - (will be used) to answer inquiries, provide assistance and to disseminate relevant information to railway customers and others during the 21-day all-India lockout. Suggestions would also be accepted," the ministry said in a statement.
It said that it is also clear that a large number of non-railway related queries, especially pertaining to Covid-19, might come from persons well versed only in the local language.
"The information sought would also be local and regional," it said.
Railways has also opened a railway board control cell to ensure seamless flow of information and suggestions between railway administration and the public.
This control office would work round the clock and shall be manned by a director level officer, the Railways said.
It would monitor calls received on the centralised helpline number 139 and the decentralised helpline number 138, in addition to monitoring trends on social media, especially Twitter, to communicate and alleviate any difficulties faced by railway customers and others, the national transporter said.
"Further complaints, suggestions or queries can also be mailed to railmadad@rb.railnet.gov.in," the ministry said, adding that while 139 will continue to work centrally, 138 is a helpline that will take the caller directly to the local railway division so as to provide him the updated local and regional information.
Both 138 and 139, as well as social media cell, will be manned round-the-clock to answer inquiries, provide assistance (wherever possible) and to disseminate relevant information to railway customers and others,
--IANS
aks/prs
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