Railway Minister Suresh Prabhu said Indian Railways is working on a major transformation and is looking beyond traditional options.
Addressing the TIDES Leadership Summit – Making the Difference – organised by the Confederation of Indian Industry at The Residency Towers, he said, “We should not necessarily make a difference just to make the difference. There has to be a purpose behind it. Understand where the challenge lies and how to address the same.”
He highlighted some of the initiatives taken by the ministry such as redressal of customer-centric grievances in real time, understanding the complaint pattern and converting the same into MIS (Management Information System) feedback, creating a freight policy and towards acquiring and retaining customers.
“Delegation of responsibilities and empowerment of officials has been the key to the change,” he said and admitted that the railways are in a challenging situation due to the steep decline in freight share and insufficient investment in railway infrastructure.