Archaic System and procedures in RTO and Treasury

 I happened to visit the Regional Transport Office and the District Treasury Kakkanad, Kochi in connection with the Transfer of my car to Karnataka and to get the related documents and refund of excess tax paid towards vehicle tax. The work was done successfully but the taste of Government’s arrogance and the harrowing experience that I got is something I am not able to digest.The curse, the harassment, the displeasure and the insult meted out to me despite recognizing my old age and experience as a public servant in an Institution having national and international stature is something unbearable and beyond any stretch of imagination one can have about a government institution in a state where literacy is the highest, people are highly conscious of their rights and the State has several credits for many a welfare schemes and is far ahead of many other states of India. Devils in the form of systems and Procedures in God’s own Country need to be dealt with urgently to enhance the image of the Government and improve the ease of doing business.

The staff  attached to both RTO and the Treasury are found to be exceptionally good, courteous , helpful and definitely one cannot find fault with them for any deficiencies on their discharge of responsibilities but the fact that the  archaic systems and procedures in vogue come in their way of dealing with the public and satisfying with their requirements. One incognito visit by any official to the RTO and the Treasury and interaction with the crowded public in these offices  will get a very clear picture of the suffering, harassment the public undergo on a daily basis and the pressure of work, the frustration the displeasure, the curse the staff incur from public which are  definitely avoidable if the administration opens its eyes and views the issues involved with proper perspective and initiate action using technology and the human resources with improved systems and procedures securing the governments interests and serving the public with utmost care and satisfaction.

The areas where some changes can be comfortably thought of from my own experience relate to Communication system with the public through correspondence using e mail or other traditional methods, discussions, announcements and issue of proper notices and the disposal of cases using technology optimally, imparting of knowledge, systems and procedures to the officials through training and interactions in periodical meetings. The world is moving fast and we are all in the digital world and advanced Technology are at our disposal to meet the ever increasing services and responsibilities and the State like Kerala certainly cannot be lagging behind in updating their services in tune with the advancement of the technology..

It is high time the RTO office and the Treasury coordinate their work in such a way that they do not expose themselves their problems, differences and inefficiencies to public. I was advised to come and collect my refund personally although I am in Bangalore and the travel from one place to another these days is really difficult in view of physical inconveniences, making travel plans at short notices, stay arrangements and prohibitive expenses involved for conveyance etc. The refund sanctioned to me could have been easily remitted by means of a draft, cheque or through internet banking or handed over to an authorized person at my own risk and responsibility but the RTO office and the treasury in their wisdom preferred and Insisted on my personal appearance although I had enclosed a cancelled   blank cheque and requested for the remittance of refund of excess tax as and when sanctioned. Even the very senior officers have no discretionary power to overlook the procedure in exceptional cases and act, only smacks of arrogance of power to harass the public and perhaps to escape payments genuinely due to them. Having come to the office to collect the payment the suffering I had to undergo being a diabetic and senior citizen, shuttling between the RTO and the Treasury climbing five times the two floors of extra ordinary heights typical of Old Government offices made me mad and think for a moment donating the money to the Government but I resisted and decided to collect the refund at any cost so that I can donate the money to some really deserving which I am happily doing now. The staff involved both in RTO and the Treasury were really helpful, cooperative and courteous but the systems and procedures they have to adhere to were the stumbling blocks to disburse the money. 

The policemen on duty can definitely treat the public better with little more decency and politeness as the public coming to RTO office and the treasury are either to remit some taxes or collect some genuine dues to them from the Government. Serving public is an opportunity and there is lot of pleasure and satisfaction in that. The police officials can definitely behave in a civilized way particularly in places where only civilized and some what educated people caring for the laws of  the Country  visit to avail of some services to lead a dignified life.

Millions of people visiting RTOs on a day to day basis suffer,waste their money, energy , lose patience and carry a very bad image of the Government offices is a fact which cannot be  and need not be compromised by the tax payers.It is high time the Government offices update their technology , review their systems and procedures and provide hassle free services to public and better their own image. Times are changing, expectations are increasing and the service providers cannot be in their 19th century and say / claim the ease of doing busing is really easing.