Abid, Mohammad Iqbal <br/><br/>
The big outcomes of Implementing a small idea: A case study 

 - IIPA Digest 
 - 6(3), Jul-Sept, 2024: p.44-45 
<br/><br/> In today's fast- paced world, effective communication between regulatory authorities 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) 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