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

 - Indian Institute of Public Administration Digest    
 - 6(3), Jul-Sep, 2024: p.44-45 
<br/><br/> 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 <br/><br/>https://www.iipa.org.in/GyanKOSH/posts/the-big-outcomes-of-implementing-a-small-idea-a-case-study<br/>