Speed of action in Government
I submitted a customer grievance in the central Government Grievance Portal (dpg.gov.in) on 25th March 2015. While submitting the grievance, I chose to have a password for my transactions to ensure the security of the complaint.
After 2 days, I wanted to see the status of the complaint. While logging in, it asked for the password and I entered the password. I very well remembered my password. But the system rejected my password and gave me a message that the password should be less than 10 letters / digits. (If I remember correctly, the system did not give such an advice when I first entered the password.)
So I could not log in and could not see the status of my complaint. My password was 14 character long.
I waited for two days and again tried to log in as I very well knew my password. But the result was same.
Then I surfed in their web site and found that there is an e-mail ID (firstname.lastname@example.org) to write to the officers in the grievance portal. So on 31st March, I wrote a mail to the above mail ID, requesting them to help in resetting my password. Since there was no reply I sent a reminder to the said mail ID on 4th April. There was no reply till 6th April. So I called them over phone. The phone number was available in their site. After contacting 2-3 numbers, I landed at the correct person who could help me. He told me to send my mail in his mail ID, which was given in the portal website. I did so on 6th April itself.
Resetting the password is an action that could be completed in a few minutes time. We regularly reset our password in bank websites, social media sites, emails etc. But I could not reset my password in this particular case.
Since I could not do my password correction till 9th April, I again sent a reminder mail and called the person concerned on the same day. He told me that he had received my mail and my request has been forwarded to the section handling the passwords. He assured me that it would be reset soon and told me to wait till he sends me the new password.
Finally I got the password reset on 10th April after 5.00 pm. See the speed of the activity in Government to reset a password. This is an activity which we can do with a password reset clue within no time.
The interesting fact is that with the old password, I was able to see the status of my grievance in another portal called pgportal.gov.in
I have written this incidence here only to show that the Government system is unbearably slow. However I am happy that my purpose was finally served. more
Trivial as it may be, but has caused a delay so long! And has taken so much of your time. Kindly multiply with the number of such people wasting time and I am sure, it will run into many many lost man hours! more