Why Citizen Feedback Should Shape Government Careers:

The processes in Indian government offices like renewing a license, registering a property, or receiving a certificate seem to be issues faced by nearly all citizens. Bribery is not usually on the table. Rather, it is a system that stagnates until an agent is utilized.

The Story of a Veteran and His Disappointment with the System
The officer’s case is more troubling. I served my country with commitment and values. Upon retiring as an army officer, I hoped for some transparency and basic decency from government institutions. Sadly, they still do not understand that citizens actually matter. Not only do offices seem intentionally made to disorient you, they also do not have any helpdesks, and the painfully long waiting times are accompanied by a skewed top-to-bottom ‘we are doing you a favor’ dynamic.

A Case from Bengaluru- No Direct Access
In a large Bengaluru apartment complex with more than 2000 flats an entire society was advertised to use the agent. The ‘deal’ came automatically with the purchase of their flat. It did not allow direct dealings with authorities. Even those who were lawyers, serving as departmental officers, or working up the ranks in police had no choice but to comply. It was not due to ignorance, but because the alternative was harassment and unnecessary ‘hassle’ which brought even more headaches filled with ridiculous delays.

The Leadership Question: Where Are the IAS and IPS Officers?

As common as bribery is in public service, where are the vertical heads of the system – senior bureaucrats, IAS, IPS and state officers? In which IAS and IPS silos are they hiding? Are they ignoring it? Are they too lethargic to take on the system? Their leadership becomes a matter of scrutiny when they are incapable of fixing the system they ostensibly manage.

The Real Example: Getting a Marriage Certificate in UP

Here is a contemporary instance from Uttar Pradesh. One of my friends had his daughter submit a marriage certificate application online. She filled in all the requisite Aadhar details and even did OTP based verification. Unfortunately, in her case, payment of bribes was a non-negotiable aspect of the process. This has been the case in so many other states as well.

The Proposal: Link Promotions to Public Ratings

If Uber and Swiggy may be rated for each transaction, why should public service officers whose actions have bearing on people’s lives be exempt? The ability of citizens to participate positively in determining career advancement ranks should be legally guaranteed if they promote accountability, garner praise and lose conciliation.

What Reform Should Look Like

Civil servant appraisal should include public ratings as one of the major determining factors. They should be the main constituents of servant leadership employed by unions.

At least 50% of a government employee’s appraisal should depend on citizen feedback.

They should be encouraged with the addition of Parsons’ delinquency of low expectation and fairness as descriptors alongside impartiality.

Divisions of responsibility ought to implement accessible and confidential grading forms after each public engagement.

Technology alone will not make a difference in India.

Replacing the mythology of calculation in India’s ‘babus’ with human resources will not be sufficient. Behavioral changes that deem government workers as providers of services who owe allegiance to citizens as their employers, as well as placing real consequences on public sentiment, must truly matter.