Customer Service Orientation for Government Offices - Inputs on Issues
It will be readily agreed that punctuality, discipline, efficiency and courtesy are most important elements of any organisation be it a Govt. office or private one. Unfortunately these are by and large missing in government offices in our country.
One just needs to stand outside a govt. office casually when the offices are schedule to start or close. The observer will find a majority of employees arriving late and leaving early. If one walks in during working time he will find many seats empty, number of people gossiping idly or just idling time. If one steps into the office canteen your will find a crowd at any given time. This makes you conclude:
1. Absence of punctuality and lack of discipline.
2. Absence of work culture and efficiency.
3. Offices are overstaffed at the cost of tax payer.
Solutions:
Punctuality and absenteeism can be controlled if biometric system of marking attendance and departure time by all officials irrespective of rank is made compulsory.
Work culture can be be inculcated by installing CCTV cameras to ensure that officials attend to work instead of indulging in wasteful activities.
To improve efficiency a time bound system of disposal of different items of work should be laid down by departmental heads. Information technology should be used to record movement of each file and time taken by officials at different levels. Any hold up beyond schedule should invite punishment.
Cross referencing of files amongst officials within same office should be replaced and differences or issues be resolved through meetings of concerned officials who should jointly record minutes of such joint decisions.
D.K.Jain A-22,Mount Kailash, New Delhi 110065 Mob:9810052432 more
One just needs to stand outside a govt. office casually when the offices are schedule to start or close. The observer will find a majority of employees arriving late and leaving early. If one walks in during working time he will find many seats empty, number of people gossiping idly or just idling time. If one steps into the office canteen your will find a crowd at any given time. This makes you conclude:
1. Absence of punctuality and lack of discipline.
2. Absence of work culture and efficiency.
3. Offices are overstaffed at the cost of tax payer.
Solutions:
Punctuality and absenteeism can be controlled if biometric system of marking attendance and departure time by all officials irrespective of rank is made compulsory.
Work culture can be be inculcated by installing CCTV cameras to ensure that officials attend to work instead of indulging in wasteful activities.
To improve efficiency a time bound system of disposal of different items of work should be laid down by departmental heads. Information technology should be used to record movement of each file and time taken by officials at different levels. Any hold up beyond schedule should invite punishment.
Cross referencing of files amongst officials within same office should be replaced and differences or issues be resolved through meetings of concerned officials who should jointly record minutes of such joint decisions.
D.K.Jain A-22,Mount Kailash, New Delhi 110065 Mob:9810052432 more
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Dear Sir . I agree with you but jainji i think the work culture of India has to be transformed. Everywhere we see that people talk about attendance but then more importance need to be given to the results because it is my personal opinion that now with such advanced communication techniques presence is not the main critirea . more
Jun 29
I think job guarantee/security of Govy employess is main hidrance of our development as most of the employees do not attend their work in a professional/work oriented way. It needs to be checked in or changed drastically more
Jun 29
