My experiences in Nagpur, RTO.

["Manish Gupta" <ml_gupta@hotmail.com>]

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Last couple of weeks I went home visiting, Nagpur India. There I
deliberately tried to deal with a Govt. office and a Bank to see how things
have changed, I am going to narrate the stories in 2 emails, first with my
experiences with RTO (Road transport office) in Nagpur, then with State Bank
of India (regional branch Nagpur).

So here are my experiences at the RTO office Nagpur:

First let me give you the background of the story, I am born and brought in
Nagpur. I applied for my drivers license for the first time in 1989, it took
me a day to get learner’s license (motorcycle with gear). After couple of
months I went back, I was asked to give a driving test, during which an
officer sat behind me and took the test and by evening I had my license.
This license was valid for 5 years which incidentally expired while I was in
Jamshedpur (Bihar). So there I applied for a new license and got one in a
day after going through all the procedure with an additional privilege of
driving LMV (Light motor vehicle).

This time when I went home I thought, as I have nothing to do with
Jamshedpur, I should get my drivers license transferred to Nagpur address
(which is my permanent address). My brother suggested me to give him the
license and he’ll get the work done without me visiting the RTO, but I had
to see the change in for myself, so here the story goes.

Day 1 (5th September 2000:
I went to RTO to find out the procedure about this work, I went to the forms
distribution window and asked, the guy behind the window told me very
rudely, that I have to write an application on plain paper and submit. I
went home typed an application, attached proof of my address to it.

Day 2 (6th September 2000)
I went with all of my paperwork to drivers license department, there I asked
couple of people sitting behind the window about my work, they gave me an
impression that I was talking about some big work to be done. Finally one
nice person told me to go to “Bade Babu” Mr. Ghorpade. So went to Mr.
Ghorpade he scanned my paperwork and told me to get an NOC (no objection
certificate) from Bihar, when I told him about the practicalilty of getting
the NOC, he asked me to go to ARTO Mr. Bedge.
So I went to Mr. Bedge, there I explained him the situation. He scanned my
papers and asked me whether I have originals for the proof of my address,
for which I offered him to show them, for which he said he need not see
them. He wrote instructions on my application directing his subordinates to
do the required work.
I thought wow the work is done, so went to the clerk of the first window, he
asked me again to goto Mr. Ghorpade (there is total chain of command), so I
went to him, he was out with meeting with “Saheb”. I waited there for around
half an hour, he came back and wrote below ARTO’s instruction instructing
his subordinates to accept a fee Rs. 10. By this time it was 2:40 PM and the
cashiers window closes at 2:30 PM (the timing is 10:30 – 2:30). So I thought
this day is over, and went back home to hear sarcastic remarks of my
brother.

Day 3 (7th September 2000):
I was on the cashiers window at 10:30 in the morning. They have computerized
that function, in the queue almost all the people standing were touts (or
agent as they called themselves). When my turn came, cashier scanned every
attachment in my application and then asked me what it is, when I explained
him, he told me he can’t accept fee from me as this is not preprogrammed in
the system and I have to go to manual window. On the manual window the
cashier wasn’t there, he came after half an hour or so, accepted the fee for
Rs. 10. when I asked him when should I come back to collect my license he
replied to come back next Monday.

Day 4 (11th September 2000) :
I went to the RTO office at around 11:30 am. I went to a clerk who was the
only person seem to be working, he kind of fished out my application from
the pile of paper, and asked me whether it was mine. He asked me to come
next day 4:00 PM and he’ll get my license ready, the reason for this he gave
me was he had to get a special order to issue me driver’s license.

Day 5 (12th September 2000) :
I was there at around 3:00 PM. At that time all of the staff at that office
was having lunch. After waiting for around half an hour, the clerk I spoke
with came to his desk, fished out my application from the pile of paper, and
asked me whether it was mine. He later told me that there was a mistake and
I was supposed to pay Rs. 50 as fee. By this time cashiers window was
closed, so he suggested that he’ll pay the money from the backdoor on my
behalf if I wait there for a while.
I was standing there for almost an hour, nothing happened. In the mean time
Mr. Ghorpade came there and asked me what’s going on, when I explained him
he wrote on my application instructing cashier to accept the fee and gave me
the whole application and asked me to goto the cashier and request him to
accept the fee.
When I went to the cashier and tried to speak with him, I felt like I was
talking to a stone. He looked up after a while and told me that window is
closed and he has to do lot of work of keeping the cash register in order,
at the same time he accepted money from an agent. When I requested him once
again I did not receive any reply whatsoever, when I asked him that I want
to speak to his supervisor, he bluntly replied that he doesn't have any
supervisor (I did not loose my temper at any time).
So I thought this work can’t be done and I have to come next day, while on
my way out I saw office of PRO (public relations officer). I thought let me
go inside and atleast file a complaint about the whole thing. PRO seemed to
be a very nice guy, however he refused to accept my complaint,
diplomatically telling me that nothing is going to happen doing that, and he
suggested me to come next day. I literally burst into laughing, he later
suggested me to go to the head cashier and present my case.
Head cashier wasn’t in his office he came after a while, I explained the
situation in Marathi, to which he replied that they can’t accept the fee as
the time is over. When I pointed out that cashier was indeed accepting money
from agents then why I am being singled out, hearing which he wrote on my
application instructing the cashier to accept the fee (by this time I have 4
instructions on my application). When I went to the cashier, he apologized
and while writing down the receipt he explained to me in how constrained
environment (full of agents) they have to operate.
I took my paperwork and went back to Mr. Ghorpade he asked me to come next
day and promised me that the license’d be ready.

Day 6 (13th September 2000) :
I went around 3:15, as usual the staff was at lunch (stupid me.. I should
have learnt from the previous events), after a while when clerk came to his
seat, he again fished out my application from the pile of paper and asked me
whether it was mine (he asked me in a tone as if I am coming there for the
first time), after which he told me to wait while he prepare my license.
After 20 minutes or so I had my driver's license. When I came out while
checking the things, I found my date of birth incorrect, I thought of going
back but reserved that for my next visit.

I observed two features in that office (which was there before as well,
however in different proportion):
1) There is absolutely no respect of any human being in that office, people
speak so rudely with you that no respectable person would dare to go in
there.
2) Work has become much slower, as compared to my previous experiences,
inspite of all the talks about liberalization and e-governance.

Now I know that there are whole lot of administrative officials in this
list, I want to ask them why this situation? I feel it’s bureaucrat’s
responsibility for fixing this problem as no amount of economic prosperity
can fix this.

I know that we are used to talking big issues on this list (like socialism
vs. capitalism, tax reforms, Govt. monopoly etc), however I’d like to draw
attention to these small issues, solutions to which would bring whole lot of
conveniences and dignity to the common men’s life.

Manish

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