In praise of the government departments...

We have been programmed to expect less from the government services but there is a change, am not sure what is driving it and God knows that the change can be faster but yeah my once in a blue moon interaction with them is not a pain anymore. I have been a critic far too often on this blog but let me be constructive once more....

BESCOM - the erstwhile KEB, ages ago I remember standing in long queues waiting to pay the bill, waiting for the engineer to order some staff to be sent over for some work when a meter had blown. Cut to a few days ago, one fine morning ( over a weekend, thanks for small mercies) - we realised only our home was without power, so went to the local BESCOM office and lodged a complaint. First, the lady at the counter insisted we should have called and not personally gone, 15 mins later a team arrived with tools and diagnosed that the cable from the pole to the house has given way and cant take the load. It would involve road digging et al which would take time, so immediately gave an alternate cable connection overhead and asked me to get the permanent thing done over the next few weeks. all in a flat 30 mins. Brilliant I thought, but the best was yet to come. Late in the night around 10:30 we got a call from BESCOM, a guy asking us what the issue was. We told him it was resolved in the morning itself. The said whoever took the complaint had forgotten to mark AM next to the time of the complaint and he had to attend it and not let it for the next shift. Brilliant, I was blown away. Guys in the S6 sub division, thanks for the brilliant service, I am amazed and pleasantly shocked !!!

A few days later I had to go pay my BWSSB bill, so post dinner, walk I took and went to the local office. They have an automated machine now, touchscreen and all...I had used my pessimistic logic that it might not accept old notes, so took new notes...but the machine refused to accept. A helper appeared from nowhere and said since not all people could get new notes, the system accepts old notes and new notes it usually rejects !! and then he pulled out old notes from his pocket, swapped my notes and voila work done...he thanked me for using the services and left....I usually have a ECS for most of my bills, this was the only one left but after this experience maybe I will take the walk every month

We shifted homes recently, so my BSNL connection had to be shifted, BSNL screwed up big time and my brother had to make visits across 4 offices twice and then it took ages before the connection came through. All this while, knowing we had shifted newly, both airtel and tata indicom guys had already visited us with a immediate connection and we had refused. So a day after the connection came, it got disconnected. I sent a stinker e-mail to the person incharge and voila next day connection is back.

Paying property tax used to be a shady affair. I remember days as a kid when the BCC, the earlier avatar of BBMP guys would land up and ask for a bribe to reduce the tax or else pay up and my father coolly telling them to levy the full tax and he would pay. SAS has helped, but the beauty this time was the online payment - went online, paid, receipt generated, work done - took me 3 attempts and 40 mins but it was done...They also got a reporting system for offenders and 4000 people were reported by neighbours for wrong reporting. All this was in a confidential way an I am given to understand, no harassment since the complaint was matched with the GIS records.

Could each of these interactions be better? they could, fine tuning the touch points, the interactions, the technology but they are light years of where they were. we are still behind developed countries, but yup sometimes even my cynical self and pessimism goes away...

Keep up the good work guys...