The Hindu : Andhra Pradesh / Hyderabad News : Agonising wait for eSeva users at Alwal

Online edition of India's National Newspaper
Wednesday, May 18, 2005

Andhra Pradesh

Andhra Pradesh - Hyderabad

Agonising wait for eSeva users at Alwal

Marri Ramu

Officials blame it on technical problems; meet called to sort it out

TESTING TIME: People at Alwal eSeva centre waiting for their turn. Photo: Satish H

HYDERABAD: If the above 43 degree Celsius temperature outside is frustrating people, inordinate delay in services is leaving users of Alwal eSeva centre blow hot.

For the past five days, people are being made to wait for hours to pay bills at the centre in the name of `technical' problems.

"There is hope of getting respite from the heat in coming days. But, it seems, this traumatising wait is going to continue with no one responding to our complaints," complains S. Kumar of Kummarwadi.

A contractor, Kumar came to the centre to pay telephone bill five days ago.

He left after waiting for an hour as collection of amounts was going on at a snail's pace. He came again on Tuesday around 8.30 a.m., but was shocked to encounter the same situation. Only 10 persons could finish their work by 9.30 a.m.

"I was given a slip numbered 80. At this pace, I need to wait till evening for my turn which means criminal wastage of time," he says.

And this had been the experience of customers visiting the centre.

Angered over the continued delay in work, customers grilled the centre manager, but she could not give any explanation except saying that there was some problem with the server.

Confusion clouded clarity as to what was delaying the services.

When people insisted on knowing as to how long it would take to rectify the problem, the manager called up the person in charge of server maintenance, who apparently tried to reason it out in technical jargon.

Not convinced by the manager's explanation, one of the customers took over the phone only to be further embarrassed by his response.

"See, this is happening every month from 10th to 25th because of heavy load on BSNL telephone lines.

You tell me what should we do?" was the reaction from the person at the other end, who claimed himself to be a project associate and was unwilling to reveal his name.

Even as people were wondering what to do after hearing the peculiar answer, the manager received calls seeking explanation as to why she made customers talk to the project associate directly instead of solving the problem by "patiently explaining things." "Look at their bureaucracy. Instead of clearing the mess, they are indulging in making subordinates scapegoats," K.M.R. Srinivas of Old Venkatapuram remarked.

When asked, the eSeva Deputy Director, Bhaskar, said that an urgent meeting was called to sort out the mater. He assured to restore normal services in a day or two.

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