Social media and Gov 2.0 working model for Indian Railways

Abstract

From communicating over the internet, having presence on internet and creating website in form of Web 1.0, world has moved forward to Web 2.0 which enable user created content, allows users to comment on each other s content, collaborate and create a virtual world of their choice. This also provides an opportunity to the Government too to utilize the inputs of citizens and crowd source various functions which otherwise were in the domain of government, in form of Gov 2.0 Synchronizing this Web 2.0 with Gov 2.0 to enable G2C, G2B and G2G kind of communication provides an opportunity to Government to serve the citizens in better way and come to the expectations of the citizens. Indian Railways carry 22 million passengers daily and has been taken as case of public service delivery where social media can be used. Among the various services being provided by Indian Railways priority services of Enquiry Over the Counter as a representative of Dynamic Information Dissemination, Complaint Redressal as a representative of Constructive Feedback and Weekend Tourism Information as a representative of Positive Engagement of Citizens are discussed in detail and survey done on the basis of these parameters. To establish the fact that citizens do expect government public service delivery over social media, a survey was done to determine the internet users experience in getting public services in physical format and their expectations and perception if the same service was offered over social media. The survey verifies the assertion that citizens want public services to be delivered on social media. On the basis of the literature available and the survey done regarding providing public service delivery over social media, a Working Model has been suggested which builds on Content, Processes and Human Resources. This can be a generic model and can be adopted and adapted for any of the public service delivery. Using the generic model, necessary framework has been proposed for use in Indian Railways for the delivery of three services which had been studied. Measuring what is being done is necessary for the long term success of model. Mechanism has been suggested for measuring the success of service delivery over social media. However service delivery over social media also has certainly limitations and can t be considered as replacement of operational efficiency. As the number of citizens on social media is on increasing trend, hence service delivery over social is additional service being provided. Providing public service over social media helps government to be in touch with the citizens in real time and being in sync with citizens. This will also leads to more open, transparent government and responsible government.