One thing that I have very clearly understood, having seen the functioning of government oraganizations for the past one and a half years or so, is that, it is not as bad as it is thought to be. Work does get done, complaints are taken seriously, and decisions are not totally adhoc, certainly not more than the adhocism prevailant in much of the private sector. And most importantly, the staff here is equally efficient, equally capable and, most of the times, equally willing to work.
But, it is certainly not ideal...nor can it ever be. Ofcourse the lures of power make some efficient men purposely act inefficiently. But more than that, the peculiarities of government functioning are such that sometimes even the most well meaning of individuals find themselves in a quandry. And one such man is Mr Totaram.
Mr Totaram (name not changed to protect the flavour of story :) I shall protect the identity of this person by being vague about his whereabouts) is a clerk in one of the zillions of offices of Indian Railways. He had humble beginnings, started off as a Group D employee, but with consistent efforts was able to get promoted to Group C, though it came pretty late... when he had only a few more years of service left. One expects men like him to sit back on their chair and do only the bare minimum of work, but Totaram was certainly not of that type. You would never hear him saying no to any work assigned to him. Nor would you find efforts lacking on his part. But the irony was that, he had never done clerical work before, and he found it extremely difficult to pick up the new skills required, at this late stage. And particularly if the job involved working on a computer...Totaram was certainly not the man for it.
This is where we, a group of four probationary officers, come into picture. We were supposed to undergo a short training in the department where Totaram worked. So, there we were, in the chamber of our reporting officer, to take further instructions and detailed schedule of training. Unfortunately, formalities are an integral part of government functioning, which means that if we have come for training, a detailed letter has to be issued to us, duly signed, and appropriately filed for future reference. And fortunately, for such situations standard letters are kept ready, wherein only some minor changes need to be made. In this case too, some other groups had already done the same training and the letter was there on computer. Just a few minutes of work really. But very unfortunately, our reporting officer's steno had gone on leave, and so Mr. Totaram was called up for the job.
Now onwards I will give you a chronological order of events.
(most of the conversation here is a rough english translation of what actually transpired)
0 minutes:
Madam (our reporting officer): "Totaram, there is a letter in computer for training of probationers, that was prepared last time by the name 'probationer'. Search for it, change the names of participants, put today's date and take 4 printouts"...and then as an afterthought, "show it to me before you take a printout".
Water was served, and madam started off by asking us for our introductions. That we doled out like a parrot (dont look out for pun here), because when you have been doing the same thing week after week for the past 3 months, even the gestures of hand and movements of head get standardised...
5 minutes:
Totaram: "Madam, I cant find any such file here."
Madam: "But it should be there...did you check the my documents folder"
Totaram: "madam I checked on the screen, there is no file by that name" :)
So, now totaram was instructed to open the my documents folder and search it there, and madam returned back to us, this time giving us an intro about herself...
10 minutes:
Madam: "Did you get it totaram"
Totaram: "yes madam"
Madam: (a bit flustered) "Then please open it and make the changes"
and she continued with her story, how she was recently transferred here, how she found things in total disarray in this office, and how she was fed up with her staff...
20 minutes:
Madam: "Totaram. is it over"
Totaram: "It will take a few more minutes madam. "
You should have seen how totaram worked on MS Word. Such a rythmic, almost musical, typing; letter by letter, that reminded me of "alas manthar gati" in Mahadevi Varma's gaura. And the feverish pace with which he scrolled up and down using the mouse, each time failing to stop at the right portion of the text. And yes, his dedication to principles...never copy, even if that meant typing in the same name four times :)
Anyway, sticking to our storyline; Madam called for coffee to be served and told us about her son who has settled abroad. She also told about her plan to go there herself after retirement, as "India mein ab kutch nahin rakha hai"...
30 minutes:
Madam: "Totaram..."
Totaram: "Yes madam, It is over. Shall I take a print"
Madam: (visible sigh of relief) "ok. just let me have a look before u take a printout".
She asked one of us to check if the letter is alright. It was found that instead of four names, eight names were present there, as the names of older participants had not been deleted. The designation was put incorrectly and the date had not been changed. Accordingly instructions were given to Totaram.
Now that it was apparent that the job was going to take some more time, madam decided to give us an introduction to the department also...
45 minutes:
Totaram: (proudly)"Madam, I have made the corrections"
Madam: "Good"
Again, a check. The number of names was correct, but unfortunately, two of the older names still existed on the list while two of ours were out. The date had been changed at the top of letter but the dates in training schedule were still the same. One of us, who had gone to check, thought of finishing off the job on his own... but in the end restrained himself, and again gave appropriate instructions to Totaram.
Meanwhile, the introduction to department continued, which now became even more elaborate. Soon, I started getting a feel that no further training would be required, if this continues for some more time...
1 hour:
Madam: "Totaram ji, how much more time are you going to take"
Totaram: "almost done Madam"
All possible introductions and the last few drops of coffee, both were finished by now, and it was amply clear that we had no good reason to stay in her office, except one... the letter...
1 hour 10 minutes
The draft ws ready, some slight corrections like spelling mistakes notwithstanding. These errors were promptly corrected by one of us, and totaram, asked to take printouts.
Madam: (relief writ large on her face) "Phew...you can see how difficult it is to get work done here. Anyway, you take this letter and meet Mr. ....." the instruction continued for a few minutes. But the printout did not come, so she stretched it a bit more. And still the letters did not come, so she made us look at a few case files, and when even that could not make the letters materialize, she made us sit in silence...there was nothing else humanely possible to do now.
1 hour 20 minutes
Madam: "Totaram, whats the matter with you? half an hour and you still couldn't take the printout."
Totaram: "Madam, I am trying, I am clicking on the print button, still it is not printing"
Madam: "Printer mein cartridge hai"
Totaram: "Madam, do din pehle hi change ki gayi hai"
Madam: "Phir Kyun nahin ho raha?"
Totaram: "Madam, kal bhi problem ho rahi thi. print nahin le paye the"
Madam: "(to us, totally crestfallen)Lo ab lagta hai ye printer bhi kharaab ho gaya. (turning to totaram) Then dont just sit here, go get a floppy or a pen drive, take the file to somebody else's office and for God's sake get the printouts"
1 hour 25 minutes
Totaram returned with a floppy in his hand. He took the floppy to computer and stood...perplexed. He did not know how to transfer file to a floppy. Still, he was committed to his work and wanted to call one of his colleagues who could do the job. But we could not afford to waste any more time like this. So, one of us lent a helping hand in transferring the file, and just as the process was about to complete, he noticed a wire dangling...
The printer's cord was unplugged!
1 hour 30 minutes:
The letter was put in file, to be preserved for posterity...and Totaram... stashed in our memory, never ever to be forgotten :)