Loading ...Rastrapati Bhawan has added a helpline http://helpline.rb.nic.in/ – one can lodge a grievance and get online status updates. I haven’t tried it, but hoping this works well!
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Hello Alok, I left a note on the website saying I want to verify oif it works, I got a reference # PRSEC/E/2009/02139
attached here as a proof of pudding…
Many other government organizations have similar stuff, inluding the BMC in Mumbai. But they don’t implement it well. I have registered varius complaints, but nothing seems to move ahead till you don’t actually go and meet the officilas themselves. Then its back to stonewalling and bureaucracy. Essentially, a culture of performance is lacking so senior managers do not full up their juniors in government to deliver results.
Yesterday’s HT featured a strong case for accountability of IASs et al
Accountability is going to be very difficult. Its pretty difficult in the private sector, where very few companies meet targets consistently, so its going to very touch in municipal services and public services. The best we can do with public services is to create engagement groups that consistently and consistently engage with municipality, public utilities, etc. to highlight issues and put pressure to improve things.
I have been involved in this both at a business level and through my housing society, and its a slow and time consuming process, with mixed results. The divide between the thinking of your political representatives, bureaucrats and citizens is quite vast. The standards we seek are simply unfathomable and unreasonable to them.
So its going to take time and hard labour. I’m afraid sitting on your computer and filing complaints will not get you very far.
RYK, there is no disagreement whatsoever with both your comments. Matter of fact your views endorse what I have posted under “Govt needs an OD overhaul”. By actively engaging with various touch points of the government you have discovered a wide chasm between the system and its customers that the system hitherto is geared to view as its subjects. With the existing 3Ss, the only workable tactical approach, as you have concluded with your experience, is ‘engagement’. This approach is essential but merely a workaround till the the 3Ss are overhauled. That’s not going to happen by itself. The tactical is not opposite of strategic. Both are required. One for near term other for long.