CHANGING FACE OF INDIAN MONOLITHS

 

 

          In these days with multiple options and mind boggling schemes, senior citizens will surely find it difficult to make their choice. A balanced investment with assured return will, of course, be the prime concern of almost everyone. But what I want to share with all of you is not the portfolio management but the attitudinal change which has come about in our premier institutions once considered to be lethargic, slow and insensitive.

 

          I had a foretaste of the service orientation, thanks to Mrs. Urmila Sharma, PAO, whose `phone call’ to SBI, Rail Bhavan did the trick.  A team of officers called on me at my residence in Moti Bagh and I was quite impressed by their persuasiveness, pleasant manner and friendly approach. As I preferred to have my accounts at Chennai, I could only profusely thank them and not avail of the facilities.

 

          On reaching Chennai, I had a similar experience.  Once FA&CAO’s Secretariat had informed SBI/Park Town Manager, SBI officers came home, freed me from the hassles of filling forms in a tedious manner and delivered the passbook, etc.  I was a privileged customer with a Public Relations Officer nominated to look after the requirements.  I could attend the periodical meetings for which the Bank would make necessary arrangements, including transportation.

 

          My experience with LIC was equally impressive.  I still remember, how the policy holders used to struggle in olden days, to get the premium paid reconciled.  A phone call to one of my old stenos, whose son is an agent with LIC, was just sufficient. Again, the officials visited me and the policy was handed over within a week. I must admit that LIC has fully geared itself to take on the challenges arising out of the opening up of Insurance Sector! Hats off to them!

 

          Post-office is traditionally considered to be an organization with archaic rules and cumbersome procedures.  I had, mentioned earlier about Dr. U. Srinivasaraghavan’s (Secretary, Post) efforts to bring about transformation through IT initiatives. I had sent an attendant to the post office with a slip to get the details on `Monthly Income Scheme’. The boy came back with a rather unbelievable news that someone from Post office will come to the residence! Lo and behold! The postman brought the form, collected the cheque and promptly delivered the passbook.  My joy knew no bounds and the ease with which the transaction was completed came as a pleasant surprise. A phone call to Mrs. Vatsala Raghu, CPMG, completed the further formalities to have a smoother monthly transaction with the assistance of a Public Relations Inspector, whose prompt visit and efficient execution so impressed me that I presented him with a diary.

 

          I am narrating these incidents to draw a few lessons. Railways have simplified rules, liberalized the provisions for premium customers and introduced a number of IT based innovations.  But at the cutting edge level, we need to do a lot more. `Public Relations’ should take precedence over `Grievance redressal’.

 

          Let us resolve to do this!

 

-         Ms Vijayalakshmi Viswanathan, former FC(Railways)

3^rd February 2006