One of those experiences...

My decade and a half old, dog eared, falling apart booklet of a driving license needed an urgent lease of life that would transform it into a swanky laminated card and well… the beginning of the year seemed just perfect to implement that much put off task!  Predictably, I was besieged by advices from all quarters. Someone suggested approaching a local driving school to get the job done painlessly. Another friend swore by online services which could save me a whole lot of time, which I thought was an excellent idea.  But once I logged on to the Motor Vehicles Department website I was stopped at the payment gateway which recognized only SBI or SBT cards, both of which I didn’t possess. There ended my online sojourn.

Finally, I decided to go personally to the RTO office and apply for the same directly. RTO offices in Kerala are generally places which are flooded by bored-to-death driving school agents, prospective student drivers with scared faces and timid voices, irritated and articulate vehicle owners who have been waiting to get their documents authorized, important looking men who have nothing better to do than check available fancy numbers of vehicles, and a lot of other people like me who are unsure of whom to approach for getting information. As luck would have it, I foun

d myself in front of the Motor Vehicle Inspector himself, who to me at that time was nothing short of God incarnate!

You know what… he actually asked me to take a seat (unbelievable courtesy in a Govt. office unless you know the officer personally), helped me in making out an application, wrote a note in red ink on the corner of the application directing the person at the counter to give it a ‘fast track’ status, and directed me to the payment counter outside his office in an extremely pleasant manner. Well…with my head held high and with all the rightful attitude of a proud Indian citizen, I walked to the counter and handed out my papers cheerfully to the clerk. There ends the good part of my story.

One nonchalant glance at my papers, (The eyes were focused on the computer in front of her) and she scornfully says that there is no ‘fast track’ facility for this. Being assured of a preferential treatment due to my application being endorsed by her superior, I am a little taken aback and I wonder if she has seen the instructions written in ‘red’. I gingerly mention that I have been directed by the Inspector himself and she emotionlessly asks me to come the next day since payment won’t be accepted after 1:30 PM. (The time was 3:45 pm). Fair enough.

The next day, very determined, I walk into the RTO office with my application onto which my old driving license along with a photo and a copy of my ration card is stapled and goes to the same

counter where another lady clerk is sitting. Yesterday’s lady was nowhere in sight and after waiting for my turn which was easily about 20 minutes later, I have to satisfy her blank stare by explaining matters once again. This time, the lady explains that they don’t accept cash payments and that payment need to be made via Akshaya e-kendra and the payment receipt needs to be attached along with t
he application. So now where can I find an Akshaya e-kendra ? And why on earth didn’t someone mention the fact yesterday???

The Akshaya e-kendra which was about a kilometer away is manned by two ladies, who are beleaguered by questions from impatient people waiting for their turn. But I must say that inspite of the hectic work schedule the lady who attended to me was extremely helpful and when she learnt that I required an address change in the new license as well, she opined that I need apply only for the same by paying a fee of Rs. 250 instead of the Rs.550 that was prescribed for a duplicate license. It made sense to me and I obtained the receipt. I got back hurriedly to stand behind a long queue and when my turn came, I triumphantly handed over the documents to the lady behind the counter. She scans through it again and tells me that I have to pay Rs. 550 and not the reduced amount. She is not ready to listen to my logic and dismisses me with a vacant expression. So I am back to the helpful lady of the Akshaya e-kendra who has learnt something new through my experience. So have I. 

The next day finds me again at the RTO’s office, predictably facing another clerk, this time a physically challenged middle aged man with a pleasant smile. When my turn comes, he glances through the papers and finds out that the copy of my ration card which is attached to the application requires an attestation and directs me to the employment office nearby.  I have no other option as I rush to the savior who is going to decorate the copy of my ration card with his green signature. A wait of 15 minutes outside the director’s office (he is on the phone) and I am informed curtly that he is too busy to attest in the mornings. If I want, I could come in the afternoon. But nonetheless,

the obliging person directs me to the agricultural office on the first floor where he claimed sarcastically that there were about 4 to 5 practically jobless officers who could help me out.  I thank him for his guidance and not bothering with the agricultural office, I take my chance with the nearby economic and statistical department whose accommodating director helped me out without any qualms. (Bless him)!

Thankfully the RTO clerk had no other ways to torment me and the rest of the procedure was speedy.  I don’t know why, but surprisingly instead of feeling angry and irritated at the time consuming process where in I had to forego my three days of productivity, I am left with a greater feeling that I have achieved something great on my own!!!