Feedback, May I help you,Customer Cell

Feedback, May I help You, Customer Cell
Posted July 6, 2011
Characteristic of this country is that every department publishes email addresses of various dignitaries on front page of their website to invite and to receive public opinion, public complaints and to receive public grievance for remedy and redressal of grievances but almost none of the officer concerned is serious on taking action on contents of email or written complains or TV exposure.



There are several excuses for non action and for keeping mum. Even our Prime Minister became victim of this culture of not taking any action on letters received against VIPs of the office and that is why he did not take action on letters of A Raja in 2G spectrum scam and silently gave his consent to what was happening in telecom ministry.



Similarly president’s secretariat also receives hundreds of email from common men but almost no action is taken on such emails but forwarded to concerned department without ensuring its logical end. PM’s office and FM;s offices are receiving lacs of mails but there are inadequate and unwilled persons to dispose of such email without ensuring final action on emails. Members of Parliaments in general are almost non-intelligent or unwilled to be able to open email, read it and reply it. It is astonishing that such High profile dignitaries are called public representatives and they claim to be well wisher of common men.



Customer cell or people’s Forum in most of the government offices. Public sector undertakings, banks, insurance companies, police departments, PMO, President’s secretariat and departments, they simply forward the emails to some or the other office and forget. Or say address of the sender of email is not known, or email is fake, there are several excuses for not taking decision on email.



In our country main issue, main subject, main cause for concern is not given much thought, On the contrary our bureaucrats, officers and politicians put emphasis on issue-raiser, torture the complainants, focus on who is behind the issue, who is writer of the complains, who is launcher of the movement against black money or corruption so that mouth of the voice raise may be shut for even or writing of such writer may be stopped for ever, or Front runner of any movement is put to task.



In our country politicians know very well how to ignore national issue and diver the mind of common men from main point to some insignificant point like reservation,, change of name of a town, secularism, democracy etc.



This is why none of emails or written complaints is ever acknowledged by receivers. Attractive boards, hoardings, banners, pamphlets promising best customer service and best grievance redresal system do not serve any real purpose to common men.



All departments display a board, “We serve you”, “we are meant to serve you better”, “customer service is our motto”, “Customer is God” , Customer cell, Online grievance redresal cell, lodge your complains online , feedback, lodge your grievance, suggestions are invited etc but the spirit behind such banners and posters is never taken seriously. All these activities are only show business and hence Bakwas.



Various political parties and organizations also seek online suggestions but never read it. Ministers have been proved laptop to keep them abreast of public related issues and to respond on public suggestions. But minister or their departmental heads seldom open email and read it, not to speak of taking action to solve the problem.