How Indian Railways offers instant help on Twitter?

Meet the team that blends the new technology brilliantly with the old.

Reports about how the Indian Railways’ authorities are helping passengers via Twitter, are very common these days. Be it dirty toilets in the waiting room, or an infant onboard a train who needs medical assistance – all a passenger has to do is tweet to the handle of Ministry of Railways, write about the issue, and wait for a reply. In most cases the reply comes in just five minutes, and the concerned people follow up till required assistance reaches the passenger.

Ever wondered who is behind this quick assistance? It is a team of three people who sit in room number 454 on the fourth floor of the Ministry of Railways building. It is called the Twitter Control Room and these are the people who work there…

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