Mumbai Division Introduces WR’s ‘Coolie No.1’ Initiative for Enhanced Passenger Interaction
Mumbai, 19th December, 2023:
In a groundbreaking move aimed at enhancing the railway travel experience for passengers and empowering Licensed Sahayaks, Western Railway’s Mumbai Division has launched the innovative “Coolie No. 1” initiative. Recognizing the pivotal role played by Licensed Sahayaks in India’s railway system, this initiative seeks to elevate the quality of service and interaction between Sahayaks and esteemed passengers during their journeys.
A recent press release from the Public Relations Department of Western Railway highlighted the multifaceted objectives of the “Coolie No. 1” initiative. It encompasses a comprehensive training program covering crucial areas such as fire safety, emergency response including Cardio Pulmonary Resuscitation (CPR), passenger and luggage safety, personality development, and fostering positive customer interactions. Moreover, the initiative aims to ensure Sahayaks’ adherence to railway norms, including fair conduct and behavioral standards. Additionally, it emphasizes digital inclusion by raising awareness about digital payment methods and maintaining biometric data records of Licensed Sahayaks. Engaging Sahayaks in the Swachhata Hi Seva Abhiyaan, promoting cleanliness awareness, and involving them in cleaning activities at stations and premises are also key components of the initiative.
The “Coolie No. 1” initiative commenced as a pilot project at Surat Station on October 11th, coinciding with the birth anniversary of the legendary actor Shri Amitabh Bachchan, who portrayed the role of a Rail Sahayak in the iconic 1983 film “Coolie”. Following the successful implementation at Surat Station, the initiative has expanded to include Licensed Sahayaks at Mumbai Central and Bandra Terminus Stations.
Central to the initiative is a passenger feedback system, where travelers are encouraged to provide their feedback by filling out a form after availing the services of a Licensed Sahayak. This feedback form includes various parameters such as service quality, ratings, and overall experience with the Sahayak. Based on the data collected from these feedback forms, one Sahayak is recognized and certified
