Saturday, December 01, 2012


In the case of public sector institutions, we may paraphrase Murphy's Law to say, "If the service provided is not already at the lowest level, it will deteriorate fast until it reaches the nadir".

Speedpost services provided by the postal department used to be very user-friendly. Till recently, one could send posts till 7 p.m. in many post offices and till 5 p.m. even on holidays. Speedpost was competing effectively against private couriers.

All that has changed now. Such services are now closed at 3.30 p.m. on week days. Very few post offices will provide these services on holidays, and that too for fewer hours.

Similar deterioration is happening in public sector banks also. Branches which used to open at 8.30 a.m. are now changing to 10 a.m. Branches which were open on Sundays are having a rethink.

The motto is clear. Wherever possible, serve less.

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