One of the finest precepts I learnt when I joined the Bank, around half a century back, was that “the customer is the most important visitor on our premises,”- that “he is not dependent on us, we are dependent on him”. These simple truths were firmly etched in our young minds then. Today, some banks are keener in having your money than in knowing you.
What is applicable to the banks, applies to almost every institution or business and so does it to Government Offices. “Government servants” have unfortunately turned the public into their servants or so it appears. Mostly, you are greeted with a frown or a sigh implying “Oh, here comes another to trouble or harass me.” The public is sadly made to move from pillar to post, with none to clarify procedures or whom to approach. The unfriendly attitude of employees make citizens feel unwanted or like beggars pleading with their “bosses” to help them in getting their work done. For years now, successive Governments have forced top officers to accumulate two or more functions that they have hardly any time or patience to attend to the people, as they are constrained to jump from one office to another almost every day.
Goa has one the highest ratio of govt. employees to the population. Yet it takes days if not months for ordinary citizens to get their work done. The “Venha amanha”(come tomorrow) attitude dates back to Portuguese times. But things have gone much worse now, as procedures have changed and made complicated so that people are made more dependent and bribing is the way out. Sometimes, the booty is shared and hence intervention of superiors to expedite is not welcome. Not alone the clerk at the desk, but even the Class IV employee, puts on airs of importance, for the citizen depends on him to have the files moved. This is what encourages bribery or corruption. Anyone who can afford or willing to put a note in the pocket of the employee gets served promptly, while that is exactly what keeps others behind. Most frequented Departments like TCP, as the then TCP and Chief Minister Parrikar himself confessed, Transport, PDAs, Registrar or Sub Registrar, Municipalities and Panchayats and a few others are the most prone to having business “under the table”. Though I do not have personal experiences, I understand that in many of these Depts. no work can be done without a bribe. In fact, some of these ought to have been under constant surveillance and a Vigilance Officer placed, but the problem is that he too might soon fall in line…
The pompous announcements of Government going “cashless” and of facilitating people in downloading forms or getting certificates on line are a big farce. Most Departments not only accept but force people to pay cash, sometimes in lakhs, even for registration of sale deeds and other documents and one surely knows that some of these payments include tips… Many Government websites are not available. The Government cannot expect everyone to have internet connections or be tech-savvy. Modi and Parrikar have only made farcical attempts to go “cashless” as a way to curbing corruption. If the Governments are serious on these aspects, which we know they are not, they must ensure that swiping machines are installed in every Dept. where payments are involved. Most people have bank accounts today and can easily obtain Debit cards. Those not having these could effect by pay orders or bank transfers. For regular payments like water and electricity, where cheques are not easily accepted, ECS (Electronic clearing system) facility must be introduced, as is the case with BSNL telephone bills. This would save time and inconvenience to public as also to Dept. employees.
About timings, the less said the better. 2 to 3 pm is siesta time and many Govt. Depts. either do not function or staff is relaxing. Some close early even for inward mail. Govt. jobs are in great demand, even if paid less than private ones, because they are secure and cushy.
This is not an attempt at castigating or defaming Government employees. After all, they are our own people, from our families and society. My humble plea to them: Be more helpful, particularly to poor, illiterate and elderly citizens. A smile, an obliging attitude and a helpful nature cost nothing and will surely also give you a sense of self-satisfaction and achievement, which a few notes in the pocket will not. Bear in mind that the public bears your salary and you are dependent on them and not the other way round. Polite, service-oriented and helpful staff ought to be appreciated. Upright Officers need to be protected and encouraged instead of being harassed as Iva Fernandes of FDA reportedly is, for fearlessly doing her duty in protecting the fish eaters in Goa. In fact, those harassing her need to be taken to task and penalised.
Service in Government Office needs to be courteous and expedited- wherever possible rendered the same day or with least trips. My short interaction with the South District Collector, Dr Tariq Thomas, a young and affable gentleman, gave me the hope that service will improve in Offices functioning in Mathany Complex. Harish Amonkar of Goa Electronics also showed keenness in improving services at the Facilitation Centre by rendering some more on the same day, possibly to elders and those from far off places.
Work culture in Government Offices needs a change. While the general public would welcome and appreciate it, I will be looking forward for an opportunity to compliment the Goa Govt. servants’ fraternity
(The author is a retired banker)
