A step backward in the digital age

Very recently, I had the unfortunate experience of visiting the SRO Srinagar for the registration of a document. Despite the seemingly progressive step of going digital for the issuance of revenue records (Fard), the process wasted my time and money over four grueling months. While the government earned 94,260 rupees from this registration, the ordeal was riddled with humiliation at every stage.

The promise of digital transformation was meant to eradicate corruption and streamline bureaucratic processes. However, my experience was far from streamlined. The digital system, instead of simplifying things, added layers of frustration. Touts found numerous ways to exploit the system, effectively turning a supposed anti-corruption measure into yet another avenue for extortion.

A particularly disheartening episode occurred when I visited the office of the first magistrate (tehsildar). After several futile attempts to find him at his office, I resorted to messaging him directly. When he finally responded, it was with utter discourtesy, claiming his busy schedule with higher-ups prevented him from attending to office duties. His subsequent refusal to answer my calls exemplified the dismissive attitude often encountered in such offices.

Despite these challenges, I eventually obtained the Fard, and the date for the document registration was set for Monday, November 24, 2024. However, the ordeal was far from over. In the biting cold, I, along with many others, was made to wait for three hours at the entrance of the SRO's hutment, which served as a thoroughfare with doors wide open. The disregard towards the public well-being were palpable.

This experience raised numerous questions in my mind. Chief among them was this: Is this how we treat those who bolster government revenues? While we endured the freezing cold, the officers remained comfortable in their air-conditioned, cozy rooms. This stark contrast made it clear that public dignity and convenience are often disregarded in the face of bureaucratic imperialism.

In progressive and responsive societies, public service is treated with respect and efficiency. Citizens are valued as partners in governance, not as obstacles to be sidestepped. There is a commitment to making bureaucratic processes seamless and accessible, ensuring that every individual is treated with dignity and their time respected. The current system, however, seems to thrive on inefficiency and a lack of accountability. The irony of a digital system meant to promote transparency and efficiency only perpetuating the same old bureaucratic dysfunctions is not lost on those who have suffered through it.

It is high time we addressed these systemic issues. Genuine digital transformation should mean more than just shifting processes online. It should embody the principles of transparency, efficiency, and respect for the public. Public servants should be accessible and accountable, understanding that their primary duty is to serve the people, not to hinder them.

As I reflect on this experience, I urge the relevant authorities to take a hard look at the existing processes and make the necessary changes. The public deserves better. They deserve a system that works for them, not against them. Only then can we truly claim progress and build trust in our institutions.

By: Shamshad Kralwari