Delhi Metro introduces new software ‘PGMS’ to enhance public grievance management

The Delhi Metro Rail Corporation (DMRC) has taken a significant step towards improving its customer grievance management mechanism by launching a new, indigenous software called the Public Complaints Management System (PGMS). Dr. Vikas Kumar, Managing Director of DMRC, unveiled this custom-made software at Metro Bhawan, accompanied by other senior officials.

Image Credit: Unsplash

More Details:

The PGMS software is designed to streamline and enhance the existing complaints management infrastructure of DMRC. Its user-friendly interface aims to increase the speed, accuracy, and accessibility of the grievance redressal process. Through real-time monitoring, tracking, and categorization of feedback, the software ensures complaints are promptly addressed and assigned to the appropriate officials.

Software Will Help In:

  • The software will generate data that will help DMRC to analyse the nature of complaints that are received and the level of satisfaction of the complainants.
  • This top management of DMRC as well as the Public Complaints Officer shall be able to monitor the status of the complaints on a real-time basis.

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  • DMRC receives complaints and suggestions from the passengers through multiple channels such as the IVRS based helpline system, dedicated email service, social media platforms etc.
  • A dedicated Public Complaints Cell works to ensure that the grievances are attended to on priority. This new software will help in further streamlining the entire process.

What is ‘STAMP’:

The Delhi Metro already operates an indigenously developed software called ‘STAMP’ (System for Tracking and Monitoring Project) to monitor the progress of its construction projects. Such softwares is extremely helpful in round the clock monitoring of issues to ensure prompt action as well as redressal.


The introduction of PGMS underscores DMRC’s commitment to improving customer satisfaction and enhancing service quality. By leveraging innovative technology and streamlining processes, DMRC aims to address passenger grievances effectively, ensuring a seamless metro experience for commuters in Delhi.

Source: DMRC- Press Release | Featured Image Credit: DMRC