Driver Unsatisfactory Management System is an innovative application that uses the basic functionality of mobile phones - SMS to assign, track and report on defects or unsatisfactory's noted by drivers on East Coast Railway.
Here, the traditional processes have been maintained as far as the reporting of the unsatisfactory's is concerned - when logging off, drivers report the unsatisfactory's noted by them to the Crew Controller at the lobby. From here on, DRUMS takes over. The Crew Controller enters details of the the unsatisfactory (USF) and the system automatically sends the details of the problem to the engineer concerned. This is done by mapping of engineers of the Signals, OHE and Engineering departments to the block sections that they handle and the SSE's they report to. From now on, till the USF is successfully resolved or is escalated to the Branch Officer after the time designated for resolution of the USF, all interactions between the Engineers and their SSE's is through SMS. The field staff can mark a USF as resolved, inform the system that the USF doesn't pertain to their block section, request assigning the USF to another Engineer, inform the system that they are not in a position to handle the USF and ask for it to be escalated to their SSE and many such other interactions through SMS only. The system also automatically escalates USF's upon expiry of set time's, first to the SSE and then to the Branch Officer. Once a USF is escalated to the Branch Officer, the USF has to be marked as resolved through the Branch Officer's Dashboard.
In addition to providing an efficient method of assigning and tracking USF's, DRUMS provides senior officers with a real time view of all the USF in the Railway through a number of graphical and tabular reports. These reports, that show the macro level view can be drilled down up to the level of individual USF's showing their timeline from creation to resolution. These reports can thus assist the management in spotting trends and identifying both superior performers as well as laggards and take appropriate action to ensure that the safety of passengers, goods and railway property is maintained.