Readers only offer: Get additional Rs 200 off on 'The Better Home' powerful natural cleaners. Shop Now
Wondering How Railways Offers Instant Help on Twitter? Meet the 3-Member Team That Makes It Happen!

Wondering How Railways Offers Instant Help on Twitter? Meet the 3-Member Team That Makes It Happen!

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:


Source: Flickr
  • Anant Swarup, Executive Director (Public Grievances): A 1992 batch Indian Railway Personnel Service (IRPS) officer, Anant Swarup is responsible for monitoring the control room.
  • Haseen Yadav, Officer on Special Duty (OSD): A mechanical engineer, Haseen Yadav was selected for the Indian Railways Service of Mechanical Engineers (IRSME) in 2003. After this, he did his MBA from IIM and went to Australia to work with consultancy firm McKinsey.
  • Ved Prakash, Director (Information and Publicity): He is a 1998 batch Indian Railway Traffic Service officer who has a lot of experience in managing social media accounts. He is the head of the Railways Social Media Cell too.

The team gets active as soon as they receive any tweet with some kind of grievance that needs immediate attention. According to Anant Swarup, they get nearly 5,000 tweets in a day. 30% of these are retweets, while 20-30% are comments. He added that Railway Minister Suresh Prabhu himself oversees the activities of this team and is given a report at the end of each day. Additionally, the minister also discusses the major tweets received during the day, and the kind of action taken on them.

The Ministry of Railways Twitter handle, @RailMinIndia has 7,75,000 followers as of now.

According to a report in Dainik Bhaskar, this team has been trained by private companies as well as the social media wings of Ministry of External Affairs and the PMO. The control room works in three shifts: 6:00am – 2:00 pm, 2:00 pm to 10:00 pm, and 10:00 pm to 6:00 am. Anant Swarup and other railway minister staff members are responsible for being active on their twitter handles during the last shift.

Like this story? Or have something to share? Write to us:, or connect with us on Facebook and Twitter (@thebetterindia).

Let’s be friends :)
Sign in to get free benefits
  • Get positive news daily on email
  • Join our community of positive ambassadors
  • Become a part of the positive movement
Before you go...

We have a favor to ask.

Our teams put in a lot of effort to create the content you love at The Better India.

The Better Home is a range of safe and eco-friendly home cleaners by The Better India. We put out curated content on our Instagram account- green living hacks, green innovations, leading a no-tox life and heroes in the sustainability space.

It would help us if you can follow our Instagram handle and spread the word around.