Press
Information Bureau
Government of India
Ministry of Communications & Information Technology
17-May-2017
13:24 IST
India
Post receives appreciations galore from Twitterati!
India
Post has garnered immense appreciation from its customers on Twitter. In the
last couple of months, India Post has started leveraging the potential of this
channel for making instant communication with its customers. The main area
where twitter is being used is in redressal of customer grievances. This
Journey of grievances redressal started on 2nd August 2016 when the
Ministry of Communications launched its Twitter Seva. Since then India Post has
handled around 31,000 tweets with 100 % resolution.
Customers
of the India Pst have been approaching the Twitter profiles of India Post, Sh.
Manoj Sinha, Minister of Communication (I/C) & Railways (@manojsinhabjp)
and India Post CMD to share their feedback and grievances.
A
well defined and systemic process deployed by India Post ensures that the
complainants grievance with complete information is responded to within a
couple of hours and sent to the respective for a time bound and effective
resolution. For example, Sh. Niraj Kumar Singh tweeted on 27th April, 2017
that he had sent medicines for his father who is a cancer patient but status is
not updated on tracking website. Bihar Circle promptly took action and got the
medicines delivered on the day of receipt of the complaint itself. Overwhelmed
by this gesture of the Department, Sh. Niraj Kumar Singh expressed his
gratitude to India Post and became a loyal customer of the Department.
Similarly,
that concerns of the customers are promptly addressed by providing them with
information on the delivery of their articles containing PAN Cards, Roll
numbers, medicines etc. issues relating to repairs of Post Office buildings,
technical issues with saving banks accounts are also sorted out quickly. The
public in general perceives a whiff of freshness in the manner in which the
Government Department responds and cares for its citizens. Twitter Seva of
India Post has truly touched the lives of the common man.
Monthly
Twitter Report
|
Date
|
Total tickets
|
Open
|
closed
|
In-process
|
Awaiting response
|
Percentage
%
|
|
01.03.2017 to 31.03.2017
|
4721
|
0
|
4721
|
00
|
0
|
100
|
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