The big outcomes of implementing a small idea: A case study
By: Abid, Mohammad Iqbal
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Material type: 
BookPublisher: Indian Institute of Public Administration Digest Description: 6(3), Jul-Sep, 2024: p.44-45.
In:
Indian Institute of Public Administration DigestSummary: In today's fast-paced world, effective communication between regulatory authorties and the public is crucial, especially in the aviation sector, where passenger grievances need timely and efficient resolution. This case study explores how a seemingly small idea led to a significant transformation in how the Directorate General of Civil Aviation (DGCA) in India handles passenger complaints. Sparked by a frustrating travel experience of Mr. X's family, the initiative to establish a DGCA Twitter account emerged as a game-changer. This account has not only enhanced real-time grievance reporting but also improved accountability and service quality within the aviation industry. By leveraging the power of social media, the DGCA has created a more responsive and transparent channel for addressing passenger concerns, setting a precedent for other regulatory bodies to follow.- Reproduced
https://www.iipa.org.in/GyanKOSH/posts/the-big-outcomes-of-implementing-a-small-idea-a-case-study
| Item type | Current location | Call number | Vol info | Status | Date due | Barcode |
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Articles
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Indian Institute of Public Administration | 6(3), Jul-Sep, 2024: p.44-45 | Available | AR137294 |
In today's fast-paced world, effective communication between regulatory authorties and the public is crucial, especially in the aviation sector, where passenger grievances need timely and efficient resolution. This case study explores how a seemingly small idea led to a significant transformation in how the Directorate General of Civil Aviation (DGCA) in India handles passenger complaints. Sparked by a frustrating travel experience of Mr. X's family, the initiative to establish a DGCA Twitter account emerged as a game-changer. This account has not only enhanced real-time grievance reporting but also improved accountability and service quality within the aviation industry. By leveraging the power of social media, the DGCA has created a more responsive and transparent channel for addressing passenger concerns, setting a precedent for other regulatory bodies to follow.- Reproduced
https://www.iipa.org.in/GyanKOSH/posts/the-big-outcomes-of-implementing-a-small-idea-a-case-study
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