My passport was due
to expire and I wanted to get a new one. To get a new passport I had to visit
the passport office. By past experience I knew that the Panaji passport office
is a nightmare. The nightmare usually went like this.
You enter the passport office after managing to shoo away
the touts hovering around the entrance and you find yourself in a hall with
three or four counters. None of them have any sign boards on them but each one
has a line of about twenty people in front of it. You ask few people standing
in the queue why they are there and each one gives you a different reason. You
try to go near the window of the counter and find out if that is the line you
are required to join. The window is placed too high and if you are of my height
you have to jump up and call for attention. You make a few attempts. The fellow
inside the counter ignores you and the fellow outside, waiting for his work to
be done, is annoyed with you. You give up, randomly select one of the three
lines and wait. After about an hour you reach the window. You stand on your
toes (which is very inconvenient) and tell
the man that you are there to get a new passport and he directs you to the next
line to obtain your forms.
You stand in the next line and inch forward till you have
only two people in front of you. Then the clock on the wall strikes one and it
is lunch break. You stand in front of the closed counter and spend the lunch
break hungry, cursing the passport, passport office and everything else that comes to
your mind. The counter opens at quarter past two, fifteen minutes late. You get
your form at three and go home.
You follow the printed instructions to a dot and fill your
form, attach photo copies of the all the documents mentioned, paste your
photograph at three places, staple additional copies, and go back to the
passport office with your form. Your luck is with you and you select the right
line at first attempt. After an hour in the line you stand on your toes again
and push your form in. The person, without even touching your papers, asks you
to put them is a file, tie them with a tag and bring them back. Fortunately for
you the file and the tag are available in the office itself for sale and you
fulfill the requirement. But you have lost your place in the queue and start at
the back again.
You reach the counter after another hour and push your form
in confidently because you have followed the instructions perfectly. “Attach
copy of ration card, paste another photograph at the back of the form, get all
the copies signed by a gazetted officer and enclose a self addressed stamped
envelope” is what you hear. You tell the fellow that those instructions were
not printed on the form and that it clearly said that the copies only have to
be self attested. “That is why I am
telling you now. Complete the form and bring it” comes the reply. You feel like
throwing the bunch on his face and going home but you can’t do that. You follow
all his instructions, go back another day, stand in many more lines for verification,
payment of fees, submission, so on and so forth, tolerate and overcome all the
hurdles thrown at you from various counters (all the time fighting other enraged
and impatient people who try to butt in and complete their work) and heave a
deep sigh of relief when you are done.
Since I remembered this experience vividly I was very much
wary of another visit to the passport office. But you can’t just evade the
issue. If your passport expired you have to get a new one. I gingerly stepped
into the office, now renamed ‘Passport Seva Kendra’- PSK for short. A security guard at the door stopped me. I
told him that I was there for a new passport. “Go to the second floor” he showed
me the stairs. Went up and found myself in an air conditioned hall having a
counter boldly labeled “ENQUIRIES” and
two people in front of it. I joined the line and was face to face with
the fellow manning the counter in three minutes flat. “Fill the form online,
pay the fee through credit card or net banking, take a printout of the receipt
and bring it along with your old passport on the date shown on the receipt. Are
there any changes?” I said that my address has changed. “Then attach a copy of
your voter card or any other proof of address and bring the originals for
verification”.
Filled the form online, paid the fee through net banking and
printed the receipt. It said - Appointment 12.15 PM, Date 30.10.2014. Reporting
time 12.00. I was at the PSK at 11.45. This time I was prepared. My bag contained, apart from the print out
and copies of the required documents in a file, everything from my birth
certificate to the relieving order I had received on my retirement. And since
the instructions clearly said ‘Do not attach photographs, photograph will be
taken at the PSK’ I carried four photographs, glue and stapler. The guard at
the door looked at my print out and asked me to sit in the waiting area and
wait for my turn. Since my appointment was at 12.15, I had carried my lunch
which I intended eating at 1 PM and a book which would last at least 2-3 hours.
I settled in a corner and opened the book.
I had not even reached the third line when I heard the
announcement “Everyone with 12.00 noon reporting time please proceed to the
second floor”. On the second floor there was just one lady in front of the ‘pre
verification’ counter and I was the second. Pre verification took all of two
minutes and I was directed to collect a token from the token counter situated
next to the PV counter. I entered the next room carrying my token which was
numbered N71 and gave it to the person manning the door. He looked at the token and said “Go to processing
counter B5”.
B5 had a pleasant mannered girl who took my photograph and
finger prints. She gave me a print out
of the application that I had filled on line and asked me to check the details
again. Then she put the form along with
other documents in a file, punched it with a punch (usually they keep a rusted
nail for the purpose ) tied it with a tag, handed it to me and asked me to wait
in the waiting area for my turn for verification. In less than five minutes the big screen in
the waiting area beeped and flashed ‘N71 - counter C3’. Another courteous man
in Counter C3, the verification counter, verified the papers and I was back in
the waiting area in no time. After ten minutes
the screen again flashed ‘N71 - APO 1’. Assistant passport officer -1 took less
than a minute to cancel my old passport, put his seal, hand me an
acknowledgement and say “Exit please”.
At the exit I was given a feedback form
in which I ticked ‘Excellent’ in front of all the coloumns without reading them,
exited highly excited, drove home and ate my cold packed lunch with pleasure.
I had heard about such services in other countries from my
friends and relatives and I used to feel very very inferior thinking about our establishments. The pleasant experience at the PSK Panaji made me feel proud of our
government establishments for once and I decided to record it. I do not know
who is behind this and how they could bring about the change. Anyway, I congratulate them and wish
the rest of our country functioned like the PSK!