File processing in Govt offices – Inputs on Solutions
Below is a summary of key Issues and Root Causes as highlighted by you with File Processing in Government offices.
Please review them and help outline specific actionable solutions for them.
We will then compile the whitepaper and submit to PMO and other relevant stakeholders for actions.
File Processing in Government Offices – Root Causes
1. There is NO identified owner of the file within the Government department in most cases
2. There is NO “complete by” or “action by” date on the file and hence no urgency
3. No triggers/alerts are served to officers once a file has arrived in their office
4. No triggers/alerts are served to them if they have been sitting on a file for weeks or months
5. Processes in most Government offices have not been automated yet
6. Employees working there are not comfortable in using computers
7. Officers like to show off their importance and hence don’t let the file move
8. Employees intentionally stop the file process so that they could ask for bribes
9. Employees don’t want to take accountability of a case/file
10. There is no time bound decision making in Government offices
11. File rooms are more of dump yards where files get lost or damaged
12. Government employees oppose the computerization and its use as it will reduce the possibility of them getting bribes
13. There is an absence of a proper Performa
14. KRAs of the officers is not clearly defined and hence the file is pushed from one department to another
File processing in Government offices – Key Issues
1. A lot of paper work is put into files
2. Citizens or Businesses are called several times to complete paperwork
3. Most Government officers have a tendency to let files sit either because they want a bribe or they delay decision making
4. There is no owner of a citizen/business file once it is submitted to a Government office. Citizen/Business has to go chase it
5. File transfer takes a lot of time
6. Citizens/Businesses don’t hear from the department about their files for months
7. It is very hard to find files and peons/clerks want money from citizens/businesses to find their file
8. Files are put in the file room which has thousands of files with no easy identification
9. Files getting lost is a usual sight
10. Many times, files are damaged by rodents
11. The Government Officers struggle to find files in their own chamber/office
12. In most cases, electronic tracking of a file submitted to Government office is not available more