Here is an update :
Dear Countrymen,
Here is the eagerly awaited news; we (Suman Banerjee, Minal Jaiswal,
Manu Pillai, Sanam Arora, Shaima Ammal, Raj Agarwal, Debarshi Debnath,
Varun Aggarwal and myself; Arun Asokan) met the High Commissioner, Mr.
Ranjan Mathai today and presented the petition signed by you along
with all your comments. The meeting included all the top officials of
the consulate.
The High Commissioner was thoroughly professional in his approach,
questioning the concerned people regarding shortfalls and being frank
about the issues he faces to us. Every member of staff was made to
explain themselves based on the issues we raised against their
department. He has promised to read every comment that was written on
this petition.
Here are some of the decisions that were taken today:
1) The HCI and us citizens will form a steering group that will meet
regularly to discuss problems faced by the citizens and make
suggestions and provide feedback regarding processes and people.
Anybody who is willing to help and volunteer to assist our country's
high commission to improve, please get in touch with me.
2) Staff to be made aware of requiring to be courteous and will be
monitored regularly about rude behaviour. Training sessions will be
conducted. Customers are requested to identify staff who create
trouble as well as those who provide good service
3) Online appointment has been rolled out for OCI applicants, they
will look to provide online application systems for all services.
Tenders have been invited to provide the consular and other services
from prospective service providers.
4) All web pages have been updated with latest information. We did
point out contradicting information on the site. HC has asked the
staff concerned to make necessary changes. HC has invited interested
and willing citizens to visit and make change suggestions to improve
the website.
5) HC has informed us that though he would love to modernise the
website and processes in accordance with the 21st century; however our
central government's priorities lie elsewhere; hence he does not have
enough funds to do anything about it.
6) Card payment system will NOT be introduced. This is again a central
government decision which 120 High Commissioners have challenged to no
avail. Till then, we should keep carrying exact change.
7) A customer helpdesk will be created to answer queries. We also have
the public response unit (
info.london@hcilondon.in ) which will be
continuously monitored. Due to the volume of emails received, there
may be a slight delay in answering of queries but they will surely be
answered. If there not, please feel free to turn up at the High
Commission on Wednesdays at the visitors entrance for an Open day. You
can talk to the minister/secretary of the service that you are after.
Extra staff will be made available to attend phone queries, even
during weekends in case of emergency.
As responsible citizens we are also expected not to be rude and aggressive towards the staff members, not vandalise property (please do not urinate or allow others to do so where people queue up) and involve in the working of the High Commission by attending Open days and other meetings wherever possible.
These were the points that were raised and discussed. We are yet to
see how many will be implemented and successful. But we proved that
the largest democracy's roar can pierce the ears of any government
office. Kudos to everyone who signed the petition.
Thanks
