Tryst with Seva !

After my visit to the passport office at Sastri Bhavan , Chennai few years back, I was weary of  a re-visit, but I had little choice , as my passport is due for renewal. But, the experiences this time around, proved to be entirely different and pleasant.

For the first time, I applied online and the process was fairly simple. I wonder why only the Internet Banking of the State Bank of India is provided and for using non-SBI account a fee was also charged - avoidable. At least all the Nationalised banks could have been listed.

The process tested the nerves of the applicant as it logged out with some errors repeatedly , after accepting the payment terms and after multiple trials, it was done. Also, there was no choice of date or time and when the system allocates them , the applicant 'shall' accept them.

I opted for the Passport Seva Kendra (PSK) at Saligramam and it was fairly decent, with good paid parking facilities. The always crowded waiting hall badly requires air-conditioning, as the symbolic fans installed were serving little in this sweltering Chennai summer. Some boards or directions on the subsequent stages of activities could help the applicants as people were seen standing at the wrong line only to realize it after lapse of considerable time. Fortunately, when once you are admitted in to the PSK from the waiting hall, the whole place has AC and it was a relief.

First stage was the initial screening of your application and it took me a while to figure out what to do with the file folder thrust into my hands, at the end of that interaction.. After a two second body-search , I was led into a more spacious hall, seating about 300 people where I was  asked to wait for the issue of a token. Though the hall was cool, work wise it was in a mess. A lone guy sitting at the farthest corner of the huge hall kept calling names and people have to run to him to collect the token. The hall was so noisy with the children playing around and the coffee vending machine trying always to raise itself above the voice of that official. They could use a Mic for better reach.

Not sure as to why old people, mothers with babe-in-arms and small kids could not be prioritized and given preference. At least for me, just few tokens behind me , a kid kept wailing inconsolably and it was a pity to see that mother struggling to manage the kid. Since, it was behind me , I was kept this company through out my entire sojourn at PSK for the day !

It was then things started moving more smoothly though the typical 'anarchy' still persisted wherever possible. The three step process of moving through counters was fairly well managed though not all the entrants could get seats. Either they could provide seats for all admitted inside or regulate the entry according to the seats available. Otherwise, people were seen everywhere obstructing even the view of the TV Monitors which one has to follow closely to track one's token. It was a relief to come out after collecting the acknowledgement from the loquacious security who delivered unsolicited advice on why one should not approach the touts and agents !

Passport delivery was a breeze. On the same night of my personal appearance at the PSK, I received an email about the Police verification details. The next day I was informed that my passport has been couriered along with all details and within 48 hours of my tryst with PSK , I did receive the passport , hand delivered at home by Speed Post !!

Compared to my previous experience where there was no chair to sit, no proper directions and the chaos around, the experience this time was far more improved and pleasant. Tracking system, guidance  and the use of technology has brought considerable relief to the public. There is room for improvement, but I am not complaining as they are towards betterment. Things appear to be promising and I am confident we are in for better Seva  at these Kendras!

Here are my one rupee worth tips:

• Online booking is straight forward and simple. No need to go through any agents.
• It is enough if you are at the PSK 15 minutes before your reporting time. Otherwise, you will unnecessarily be undergoing the torture of waiting in undesirable environment.
• Go through the instructions and carry all the documents required. Though there is a photo copying machine placed, its not worth standing in that long line. Better carry everything in advance.
• The security check at PSK is a joke and I was cursing myself for not carrying my iPad. Some reading material is a must considering the waiting time at every stage!
• Total time inside the PSK though specified as two hours, could go up to three. Be armed with water/juice and some snacks. These are also available inside but could cost you a small fortune. 
• Be vigilant as many seem to drop their passport or vital documents in their anxiety and excitement.
• Remember to collect the acknowledgment, before you leave the Kendra.

Training- not Technology

Experiences at different places with different service providers and customer-oriented professionals over the week prompted me to dwell on this subject.

I was hunting for an electronic goods over the past few days and when I entered a fancied showroom, the sales person just heard me for a moment and said “I have only this model and if you are OK you can take this”. His own reply made me realize that there are other options available in the market but not in this showroom and helped me make a hasty exit.

In a leading Insurance corporation supporting life related policies, I was greeted with the words “The computer is down”. The person must have felt bad that he need not have revealed this, as the purpose of my visit was to hand over some physical documents which did not require a computer.

Few weeks back, I approached a Nationalised Bank to update my customer profile in their system, as I wanted a statement with the updated profile urgently. After a day, when I called up to confirm the completion, I was told that the Manager has gone to court to attend to some case and only after his return this could be done. I was also informed that even if he comes after few days only he could do it as the password is not shared with others!

I was at another bank today and while I was talking to the official, an agitated customer barged in to report that the bank’s ATM debited his account twice though he has withdrawn the money only once. The customer was obviously worried that his money was unduly debited and was also in urgent need of the amount wrongly debited. The official coolly told him first that it can be attended only by the Branch Manager who is on leave today and any action could be taken only on his return tomorrow (hopefully). He also asked him to write the whole incident in a letter and approach the bank after a week!!

As of my query as to why a cheque that was debited 3 days back is still not reflecting in my account, a junior official of the bank said that “For inter city branches it will take 5 days for a cheque to clear”. When I reminded him that it is NOT an inter city cheque as both the banks are separated only by few streets in the same Chennai city, he silenced me arrogantly and parroted the same reason! Realising that he does not have any other answer, I went to the senior official. The official, who was standing in his senior’s absence was clearly not cut up for the job; said initially that there is no staff and hence the delay. When I refused to accept this, he requested me to come later in the day and then virtually pleaded to help him!

All the above-mentioned front office people were doing more harm to the business, leave alone serving the customers. The hallmark of a front office person is to first understand the customer’s requirement and serve accordingly. Also, it requires some tact to ‘handle’ the situation to the customer’s satisfaction, without unnecessarily revealing information that are neither relevant nor for the customer interest. But, here are people who are trying to sell a Geyser when all the customer wanted was an electrical switch!

Even when a Branch Manager who is omnipotent but unfortunately not filling up his expectations of being omnipresent, is there any need for the staff to expose the process lapse to customer? When a customer comes in with a problem, he cannot be expected to hear yours!

The bankers would also do well not to cite the problems of staff shortage and computer software issues any more to cover for their deficiency in service. When the customers handover their money to the banks, they also expect them to put on the thinking caps and be prepared for exigencies. When few banks went down with the WTC in 2001, the banks rose back in lightening speed within days to resume services, due to the banks’ preparedness and this is precisely what differentiates the wheat from the chaff, in the present competitive market.

Instead of revealing the dependencies on individuals, the front office staff could have handled the customers better so that the internal fissures does not permeate to the public who are blissfully unaware of the shortcomings of the organization and continue to repose their faith. In a Bank, the Cashier and the Dispatch staff were considered to be the most important part of the bank as they interact directly with the customers and any deficiency on their part would impact the performance and image of the bank. The front office staff, who ‘IS’ the (mouth piece of the) organization should be better trained in handling customers under different scenarios, as their behaviour will decide on the customer continuity or otherwise.

The organisations while spending millions on technologies would do well to spend a small part on training their staff in soft skills to retain the existing clientele, when the Branch Manager is away - busy hunting for new clients!

Organizations have invested enough in technology and it's time they train their staff in optimally utilising them lest it will be like putting the cart ahead of the horse and expect miracles in customer satisfaction.

Training, not Technology seems to be the need of the hour.