Press Information Bureau
Government of India
Ministry of Communications & Information Technology
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 Post 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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