Recently, I went with my mother to the Passport Service Kendra (Centre) located not far from my home in Chennai, India. We both were dreading the fact that it won’t be an easy task to spend a few hours, waiting in various queues and chasing our documents from counter to counter. Our requirement was rather simple – obtain a new passport for my mother in place of her earlier expired passport which she had not renewed on time.
However, our experience far exceeded our best expectations and it also beat out the Singapore experience of fast eGovernment service to citizens. Of course, this is only one such service, and we do not as yet know the status at other government offices in India, and cannot vouch for the same without experiencing the same.
My mother was totally taken aback at the very fast service that she got at the Passport Service Centre. We were out of that office in exactly 30 minutes! It was just amazing!! I knew that the service level for senior citizens would be faster than for the others, and it was true. What I was not prepared for was the very fast turnaround at each counter – my mother’s case was probably tagged at each service counter as she is a senior citizen. Further, since we went with all the necessary documentation, and followed all the instructions given in the appointment receipt, there was no delay at any of the counters. I witnessed several youngsters encountering problems at the counters since their documents were incomplete – I do not yet understand how younger folks can be so careless, not only that, some were even arguing with the counter staff and delaying the others patiently waiting in the queue.
Nevertheless, it was a rather (and, probably the first) pleasant experience for us. When we walked out of the office, my mother could not believe that it was over in such a short time. The mandatory police verification was waived for her, and when my mother asked the officer when she would get her new passport, she was in for a total shock – the officer replied in a nonchalant manner that she would get it in about a week’s time via Speed Post.
Things are clearly changing for the better in India. Of course, there are thousands of things which need to be fixed, and it is going to be a long and arduous journey over the next 5 to 10 years. However, I believe that we must celebrate every small success like this experience wherein a citizen enjoyed the government service in a fast, expeditious manner, in a good environment (clean office with proper chairs to sit and wait, and clearly demarcated counter zones), for the service fee that he or she pays to the government. I do not know how this service is delivered in rural areas or small second tier towns – there may not be internet availability, and it would be hard to schedule appointment or make online payments (which I did).
I should say that this experience has totally changed my perception. However, let me see how this goes on and how other critical services are delivered without hitches or hurdles like in the past. People from India will understand why I am stating this………
Overall, great service to senior citizens, and Kudos to the Ministry of External Affairs, Government of India, for rendering this service to the citizens.
02 February 2018