When I was in Norway as a student, I used to visit city library (Deichmanske-bibliotek). While searching a book, I saw a pictorial book on India. The first sentence of that book was.. India is most interesting country in the world.
In deed, India is most interesting country in world, which is solely run by God. I have heard a monotonous joke many times, that one soviet diplomat was non believer but after visiting India, He started believing in God’s existence.
In this regard, I want to share my true life experiences, which really make our country UNIQUE… These examples are categorized as Ugly, Bad and Good.
Water Vs Paper !!! (Ugly)
After initial inspection of shops and restaurant, I went to washroom, just to inquire cleanliness. It was crystal clean. J There was one onsite cleaner, with latest cleaning tools. I was happy to see that everything is in order. I went to one of toilets. It was as clean as never used and I tempted to use it. After using, I found toilet paper box empty. 1st heartbreak L As Indian, I know how to use mini shower for the purpose thus I managed.
I wanted to fix that problem so I summoned that cleaner and told him to refill the toilet paper box. He emotionless-ly answered me that, he does not have the key. What Key ?? I found toilet paper box with a lock !!!! So I asked him who is having Key ? He replied “ the Supervisor”. I continued “ Call your supervisor and fill the box “. Reluctant as he was, he called his supervisor. His supervisor was at Terminal 2 and will take 30 mins to arrive. 2nd heartbreak. L L I told him that if passengers who does not know how to use mini shower for the purpose, without toilet paper they will be in mess !!! He did not had any answer to my passionate query. I was visualizing a white man, who does not know the function of mini shower, asking for toilet papers in emergency and gets reply to wait for 30 mins.. His face.. and his anger.. !!! I reconciled my imaginations that white man will surely learn the means of Mini shower !!
I don’t know who has designed such toilet-box-locking policy. This is an example of Trust Deficit between Airport Authorities(AAI) and Passengers, where AAI , assumes that passengers who are traveling by international airline, will steal the toilet papers and control of such valuable items should lie with Supervisor than cleaner…
After coming out of washroom, impression caused by swankiness of Terminal 3 has evaporated. I understood that just by developing external swankiness, will not make us developed country. True strength lies in designing people-centric internal policies and processes.
In limited world, I have travelled, Toilet-box-locking-policy, I have seen only at Indira Gandhi International Airport. It happens only in India.
New Addresses (Bad)
Shiv Shakti Hall, front of Geeta cinema, JP road, Andheri(W). That was the address of my distant friends’ marriage reception. As he has sent hardcopy of the marriage invitation, I had to go.. (I reciprocate eMail invitations by greeting back on email only, cost-time savings from both sides). I used Google map to locate the marriage hall, but confusingly there were 3 marriage halls with same name on JP road !! Thus I decided to call the hall admin, for the directions. He replied me and his reply amazed me “ Just take JP road, turn right from Geeta Cinema and in front of Metro Piller no 100, we are located. “.. Front of Metro Pillar no 100,,, that’s new landmark !!
I am familiar with Indian address-landmarks as above Kamal Chemicals, opposite Bhavani Provision store, next to Parle Galli(street), below Chotu Pannwala, but Metro Pillars.. I have heard for first time.. I know Metro line pillars are being constructed between Andheri(W) to Ghatkoper to build Mumbai’s first Metro line. Construction is going on since ages (Don’t’ know when it will be finished and Am I lucky enough to travel in Mumbai Metro in current life ? ) . Nice to know that Metro Pillars are already being used for civic services, before actual Metro line !!!!
Numbering Metro pillars and using it as landmark was catchy and unique about my city … It shows that how we innovative we are in using our resources in resource-scarce country.... Now metro pillars is used as landmarks .. May be we will have addresses as “Vimal Mahata, Metro Pillar No 100, Adheri-Ghatkoper Line, Mumbai 40. “ short and sweet, as addresses in developed countries.. It happens only in India.
Working System (Good)
In Pre Internet era, where we had to stand in queue to book Railway tickets, I had booked a ticket for me (M 28) and my uncle (M 60) for Ahmedabad. Day before travel, my uncle had postponed the travel hence I need to cancel his name from the ticket.
I went to reservation counter at Dadar. Amidst mess and chaos, I submitted my cancellation form to the booking clerk. He cancelled and retuned the modified ticket. To my horror, he has cancelled my name, instead of my uncle’s !!! Before I protest, he closed the window and reservation time was over.. I was left in lurch…
After elaborate thinking, I decided to travel with same ticket and convince ticket checker (TC). Next day I sat on my uncle’s seat and waited for TC to arrive. I was tensed. As I saw TC, butterfly started flying in my stomach.. I was rehearsing the lines; memorized for, newly born TC Uncle.
My mind was imaging all kind of possibilities.. How if TC uncle could not be convinced!! I imagined I am being thrown out of train couch and all passengers are staring me with disgust.. These hallucinations, fears were making my life for tensed and terrible..
Instead of being castigated in front of fellow passengers, I cornered TC uncle at door- passage. I explained my woeful experience at ticket counter and requested him to let me travel on my uncle’s ticket. After I finished my emotional appeal with mercy-seeking, almost crying facial expressions.. ( so that sympathy related emotions can be awaken in TC uncle), he professionally replied to me” Travelling on your uncle’s ticket, is considered as you are traveling without ticket. You should be fined: Double the charge of full ticket plus penalty of traveling without ticket. So it would be 3 times more than original ticket charge.” So I have paid Rs.800 for a ticket, now I have to pay Rs.2400 as penalty.
Thunderbolt hit me… I intensified my appeal with hope that he will able to read my tears.. But I failed and his professionalism was stone hard. Finally I gave up and changed my appeal into anger. I cursed railway department for harassing passengers. Bla bla.. He replied that if I have filled my forms correctly and it was mistake of booking clerk than I should complain with penalty receipt. Based on my complaint, investigation will happened and if I am correct, than money will be refunded. I did not believe him. Who in railway’s lousy administration, will conduct investigation for me !! I gave up and decided to pay the fine.
As soon I got my wallet out to pay the fine, Rs. 2400, TC uncle’s attitude changed. He whispered “ Your work can be done if you pay Rs.1000”… I understood, he was asking for the bribe. It was tempting for me.. but I was so angry on TC Uncle that I did not want to make any deal with him, rather happy to pay Rs.2400. I declined the offer and he got disappointed… He tried to convince me that complaint will not help, and I will end up losing money. But I stood by my decision, paid the fine, got the receipt and went to my seat, angrily.
When I returned to Mumbai, I still had that receipt in my wallet. I decided to take a chance. I went to Western Railway Office at Churchgate and submitted my application, along with receipt and copy of pan card. I met a clerk, accepting the applications. He was buried under files and piles of papers.. Entire hall ( size of regular marriage hall) was filled by paper Towers.. huge paper files, stacked on each other to build towers.. It was an image of true Indian Office.. I asked the clerk, when will my application will be heard ? He replied all these paper are in waiting list, your application’s turn will come after we are done with them..” pointing at paper towers..
I did not had any thing to say.. I left the office without single ray of hope of justice. Next whole week, I lamented my railway sad story to my friends, office colleagues, relatives, cursing railway system and administration. Once my inner frustration vented out, I forgot the happening.
After six months or so, I have received a post. In times of courier services, it is surprising to receive a POST. It was from Railway department, informing me to collect my Rs.2400 from Dadar Reservation counter, within a month………… I was not happy.. (which I should be) , rather I was SHOCKED.. IS IT POSSIBLE ! Is it possible that my application, got heard in paper towers, without a single phone call or bribe !!! Is it possible that some gentlemen/women in railway, investigated my application, checked my cancellation form and reverted !!!! Given the paper Towers at Railway office and orthodox admin system, this looked wonder to me !!
I happily went to Dadar and received my money. At that day I was happy Indian. Now whenever discussion on India’s lousy bureaucracy erupts, I never forgot to mention this case study…
After all It happens only in India J
Regds
vadan
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