Making state agencies citizen-friendly
There is a need to reduce unnecessary interactions between the citizen and the government, and make essential interactions as efficient as possible
The offices of our state agencies, be they police stations, courts or income-tax offices, are decidedly citizen-unfriendly. They make simple things complex. Not only does one need a Permanent Account Number (PAN), but also an Aadhaar card, a driver’s licence, a Permanent Retirement Account Number (PRAN) for the National Pension Scheme, and yet another number for accessing the Provident Fund. While Aadhaar will accept a bank statement as proof of residence, the regional transport office (RTO) will not. The RTO will, however, accept Aadhaar as proof of address! But it will not accept a driver’s licence it has itself issued! A bank will ask for know-your-customer documents to open a new account even from long-term customers. Opening a demat account requires at least 20 signatures.