An article on “Babus and their work-style prompted me, yet again, to write of my experience as a local government (social services) employee in the UK. This time round about the strictness in replying to correspondence from the public. Any letter received had to be replied to within five working days. If the response called for an investigation, a holding reply would be sent saying the matter was being investigated and a reply would be sent within a fortnight.
In the foyer of the office, one of the many leaflets publicising the services of the Department was one entitled “Your Right to Complain”. Anyone member of the public who felt she/he was being fobbed off with an off-handish attitude, (as happens more often than not here), or not satisfied with the service, was free to pick the leaflet, fill it and hand it in. The matter would then be investigated, and wherever possible, put right. The employee concerned, if found wanting, would not necessarily be scolded, or disciplined, but instructed on the best way the situation should have been handled. Unless, of course, there was a serious and wanton lapse on the part of the worker, which necessitated disciplinary action. And, the complainant, if there was substance in her/his complaint informed accordingly, and given the service expected. The obvious effect of the system was two-fold: an efficient service and a satisfied public.
It’s very unlikely we will ever attain such heights. I travelled from South Goa to Panjim to get my five year residence certificate. Careful not to give the babu the fiendish delight in telling me that some document is wanting, I went fully prepared. After the formalities were completed, I was told rudely to return next week. I requested the Under Secretary if she could stretch a point and have the document processed right away to save me the time and expense of another journey. My request was a legitimate one. It would have taken only a few minutes to affix the rubber stamp and obtain her signature. While agreeing reluctantly, she confided in me that she did not wish to order the minion concerned too often in this way. Although not very senior, the babu was high connected politically. The Under Secretary did not wish to incur the wrath of the babu’s godfather.
In an ideal world, the civil servant should do the job without fear or favour, and any politician trying to throw his weight around, should be told in no uncertain manner to go and take a running jump. It can be done. Any takers? Anyone, man enough, to stick his neck out, and risk getting clobbered in the bargain?
