The record
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- The National Highways Authority of India has issued a policy circular setting up a social media engagement and online reputation management framework across its offices.
- Under it, officials must monitor online discussions about national highways daily, from 6am to 10pm on routine days and round-the-clock during major incidents.
- Citizens posting actionable complaints on social media will be directed to the Rajmargyatra app, where grievances are registered through a ticket-based system for tracking and resolution.
- The framework also prescribes procedures for handling misinformation, including internal fact verification and corrections using a #FactCheck tag.
What to watch next
- Whether complaints routed to the Rajmargyatra app are actually tracked and resolved through its ticket-based system
- How NHAI applies its misinformation procedures, including #FactCheck corrections, in practice
- Whether daily monitoring leads to faster responses on recurring issues like tolling, FASTag and potholes
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Named India · National Highways Authority of India · Rajmargyatra
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