The insufferable attitude of IAS – India’s Arrogant Servants
Last week, I came face-to-face with insufferable arrogance. The kind that makes you wonder what props it up; the kind that is almost impossible to believe unless you face it yourself. Last week was my turn to face the reality of a Mai-Baap Sarkaarand its “Officersâ€. It was particularly galling because I was not really expecting it.
Before I tell you what happened, let me ask a simple question: “How many of you have tried to meet the Collector or Commissioner of a District in India? Â How many of you have tried to do it without pulling some strings?”
Long before the days of internet and mobile phones, the District Administration and its officers in India were a formidable “black box†to most people. Such was the veil of secrecy and mystery surrounding these offices, that even the Collector’s direct phone number was something of a state secret. The web changed all that. Thanks to efficient search engines, it is actually possible today to get the mobile number (or at least one of the many mobile numbers) of a top district official with relative ease.
A few days back, armed with a couple of these numbers, I decided to call a few officials to ask if they could meet me. The purpose of the meeting was not “personalâ€. I wanted their time to discuss some ideas around improving the governance of our towns and cities.
I wanted a 30-minute slot. I had enough flexibility & I was willing to meet them at a time of their choosing. Not an onerous request, you would think. So I thought too.
The first conversations were invariably pleasant. And they usually ended with a promise to get back – either with a date/time for meeting or to confirm the date/time we had tentatively agreed.
I was blissfully unaware though of the norms I had already broken. The first of this is to never dial someone direct. The “protocol†is to call the Collector’s PS, explain why you wish to speak to him/her and then wait patiently for a call back by the PS before he/she connects to you to “Sir†or “Madamâ€.
15 years of being outside the system, working in fast-moving & informal environments had left me out of touch with this reality.  I had already broken the “protocol†by calling these folks direct – that too on their mobile numbers, with no one to “screen†the call!
I waited patiently for a call back. 2 days passed by, then 3. Then a week. Â Somewhat exasperated, I decided to send an SMS by way of gentle reminder. No response. 2 days, no response still. 3 days, nothing.
That is when I decided to call again – and ran smack into the stonewall of a ringing phone  & the reality of a “system†that does not have time for “unrecognized†numbers!
I was reminded of these words in fellow activist (and ex-IAS) Sanjeev Sabhlok’s recent post:
Such is India’s fate – to be “ruled” by either totally corrupt or totally arrogant “senior” bureaucrats who are never accountable for anything they do in their life and are ruining India through their TOTAL ARROGANCE.
This was my brush with “Total Arroganceâ€.  That the bureaucracy is unresponsive, heartless, arrogant and unaccountable is hardly news to most people. And yet it is sobering to confront this reality first-hand.
Just over 2 years back, Eric Ellis wrote this in the context of Commonwealth Games that had just concluded in New Delhi:
The Delhi games showed the world just what can be done when its (India’s) daunting civil service takes control – and the result wasn’t pretty. Corruption, waste, inefficiency, obfuscation and a cancerous lack of accountability in officialdom – and all of it on an Olympian scale. ...Some economists have calculated that India’s bureaucratic inefficiency costs the country 1 to 2 points in annual growth.
Eric went on to point out how
Part of the problem is its size and power. India employs about 4 million civil servants, with another 7 to 8 million in its 35 states and territories. It is the world’s biggest civil service, bigger even than China’s, which has about 15 per cent more people to administer than India. And India’s numbers don’t include the armies of non-paper shufflers; the personal staff of senior bureaucrats who manage the household and perks.”
I guess it would not surprise most to read that,
American economist Lant Pritchett of Harvard’s Kennedy School of Government .. described the Indian bureaucracy as ”one of the world’s top 10 biggest problems”, up there with AIDS and climate change.”
What makes this system so formidable is the complete lack of accountability. It is virtually impossible to fire a “Class I Gazetted Officerâ€. Even the most egregious misdemeanors usually end with a “suspension†that is quietly revoked once the wrong has faded from public memory.
Not only are there no consequences, there is no “incentive†to do good either. Whether you are one of the best or humdrum run-of-the-mill, promotions for the first several years in these services are lock-step with the entire “batch†– regardless of ability, performance or indeed non-performance.  Unsurprisingly this system manages to corrode even the best and the brightest over the course of their careers.
“Omission†is not a sin. So the default is “no actionâ€. There is no penalty for indecisiveness and no reward for taking a decision. The result: A system that moves at glacial speed completely oblivious, impervous to the sweeping changes happening around it. Of all the reasons why the “steel frame†needs to be dismantled, one sums it all. The frame is rusted. It no longer supports but obstructs. It is not a support but a barrier.
I realise I am probably lumping a lot of fair, upright, decisive and conscientious officers in this sweeping generalisation. But if they are true to themselves, they will, I suspect, agree with me that the rot within is deep and is beyond the point where it can be stemmed.
As Sanjeev mentioned in another post more than 2 years back,
That COLONIAL system of bureaucracy is so badly antiquated and ineffective that it amazes me why we have not replaced it with a functional bureaucracy.
Until such a revamp happens, no amount of change at the top will sustain. And without such an overhaul, the bureaucracy will be marked by arrogance, lack of responsiveness & insensitivity. Next time you come across this stonewall of indiffwerence, console yourself with the thought that you are not alone. And pray for a day when we can get rid of this colonial hangover. Jai Hind, Jai Bharat!
Somewhat Related: Yatha Raja, Tatha Prashasan
Image screenshot: Babus of India;Â Cross-posted over at ToI blogs
UPDATE: Just to clarify: I did not want to meet these officials to discuss anything “personal” or get any work done. Â The purpose was to discuss ways and means in which we can work together to improve Indore (pl see http://indore-pac.in/ in case you are curious). Thanks
How about listing some names? Fear of infamy amongst the English speaking can improve behaviour.
This comment is merely about the size of the bureaucracy. A quick search tells me that UK had, in 2010, about 6 million public sector jobs for about 60 million population, that is, 10% of population were bureaucrats. Indian population is about 1.2 billion – 20 times that of UK roughly – so the corresponding number would be 120 million public sector jobs.
Your article suggests that the size of Indian bureaucracy is about 50 million, that is, 5% of total population. That seems to indicate that India still has some distance to go in filling government positions. Perhaps India can employ some more bureaucrats and give them the job of carrying out polite conversations and communications while continuing to stonewall public scrutiny of their work.
The numbers in this comment will need to be checked, however, I do feel that Eric Ellis’s article is an opinionated piece devoid of any serious research or thought. The article is best ignored.
Pl also see some of the comments over at ToI blogs: http://blogs.timesofindia.indiatimes.com/reclaiming-india/entry/the-insufferable-attitude-of-ias-india-s-arrogant-servants
It seems that you are facing it for the first time, which makes you so sensitive about this arrogance. The truth is that if and when you find some nice and helping government servant in India, you become suspicious if it is really happening and you are not dreaming. The upper ones are simply arrogant and proud of their positions, while the worst ones are the lower end clerks who actually and supposedly handle the task for which you had to face these offices. They have something called the dealing hand. If that hand is away no one else will touch your papers. The only thing that works in India is either very high approach or the hefty bribe. An honest person has a tough time living in India and getting anything done. I am trying to write a book on what I faced throughout my life.
Some comments and my response from over at ToI which might help clarify the situation:
Comment by jak (mumbai), June 02,2013 at 02:34 PM IST:
Seriously, all we know is to complain. You are capable of teaching your children good manners but You don’t teach your children to go in politics you want them to do some private job, go to foreign. why don’t you just say that it is because of us that system is so rotten. we throw our mess all over the place and then say how messy this country is. If you want a clean country you have to clean it and teach your children how to clean your country.
**
Comment by jak (mumbai), June 02,2013 at 03:19 PM IST:
call any CEO on his direct number and tell him to call back -> result would be same. Most of (busy) people would do the same Tomorrow he will write “I was standing for 7 days in front of aamir khans house to get an autograph but he didn’t even care to give come out of house and say hi”
**
My Response:
Jak: Nice of you to presume several things but let me clarify what happened. I did not call the “CEO” on his direct number and asked him to call back. I had a chat – and he promised to call back. I hope you can see the difference. I know people are busy which is why Collectors have a small “army” of assistants. I expect them to follow through. I also note that you have presumed I don’t “teach” my children to go into politics! And that I don’t say “it is because of us that system is so rotten” – have you followed my blog? or my work over the last several years? Pl do read..You may yet change your mind. And “cleaning” my country is exactly what I am doing – by giving up a comfortable, rewarding, fulfilling and (dare I say) lucrative, job in London for the long war. Just for my sake, pl read some of the links here: https://satyameva-jayate.org/about-me/
**
Comment by Jak (Mumbai), June 03,2013 at 02:46 AM IST:
Sorry that I used such a language without reading your blog but that’s the point. for them you are someone anonymous who got their phone no. and called them to meet. They thought it would be polite to agree instead of directly cutting your call. When they have PS to manage their schedule and meetings How can you expect them to keep track of someone unknown and call him back. —- I am not sure how much time I would take to meet him through his PS but that would be right way in my opinion
**
My Response:
Jak: This is my last response to you. No need to be sorry but it is generally good to not presume too much..You have unfortunately done so again.. I did not call them as an “anonymous” person. I did introduce myself. I did mention what I have been doing and why I wanted to meet. And we did tentatively agree on a date/time to meet. As you may have discovered by now, I used to be there – and I know how it works. There really is no excuse the lack of responsiveness and the a bsence of basic courtesies I noticed..and believe me, I have been in high-pressure jobs too..Thanks
Just to clarify: I did not want to meet these officials to discuss anything “personal†or get any work done. The purpose was to discuss ways and means in which we can work together to improve Indore (pl see http://indore-pac.in/ in case you are curious). Thanks
Shantanu, based on what you have written in this article alone, it is not possible to judge the response of the IAS officer. It would help if you spell out what an IAS office is expected to do as a part of his duty. It would also be useful to know whether a group like indore-pac has a better locus standi than an individual and whether such a group needs to have a certain history and background for it to be taken seriously.
There are two possibilities. He might be right in ignoring your request for an appointment, or he might be grossly wrong. We need to have a better understanding of duties and responsibilities of an official. The absence of communication is endemic in the way many an Indian (in India) deals with things. So I wouldn’t worry too much about the exact way in which the appointment was denied.
Prima facie, I am not surprised by the response of that official. I am not sure he was grossly wrong. I could be wrong but you will need to spell out why.
Prakash: I honestly do not have the time to go into details of this conversation – or to respond properly to the other comments/points you (and others) have raised…
We are working very hard on a series of activities that will ramp up over the course of next few weeks re. Indore-PAC.
I wrote what I felt about the interaction..I may be wrong or right..In the larger scheme of things, it does not matter..I have moved on..
Let us leave it at this. Too much to do at present. Hope you understand. thanks/
Oh, and one last point..The conversations were not with just one official/officer (the Collector). They were with a range of people who together are responsible for development and governance in the city..
As an aside, pl have a look at: https://www.facebook.com/IndorePAC/posts/156845204495925
Ok, that reply of yours says it all. The IAS officer could not have been far more arrogant. There isn’t much to discuss then. Good luck to you.
I just have to post this: http://itwofs.com/beastoftraal/2013/05/28/kudos-to-manivannan-md-bescom-for-pathbreaking-use-of-facebook/
In particular, pl read his comment on the post from which this excerpt:
We believe that, unless we include the citizens/consumers in our decision making & functioning, we will fast become irrelevant, and burden on both the public and the state. For inclusive governance, transparency is the first step, and we are taking it.
There is still hope..
Shantanu
This is after a long time that I am writing on this page.
the point that you are trying to bring is absolutely right and I am sure that this would be experience of almost all of us. The fact that the bureaucracy of India is not for Indians. The used to be for English Government before Independence, and, post independence they do not know who they are working for so they started working for themselves.
the sense of exclusivity that is ingrained in the minds of new recruits in LBSNAA at Mysoori is the remnant of Raj and you must be aware about this. it has been God’s blessing upon you that you have been able to figure out the futility of that exclusivity and also understand the fact that the cause of country and the humanity is larger than the bureaucratic fraternity. In that sense I consider you as blessed!
One thing that I hate about Mahatma Gandhi and also about our independence movement is that we did not shed enough blood to change the political structure of the slave India. Mahatma said, ” hate cruelty not the cruel, hate wrong and not the wrong-doer”. So we ended up hating neither the wrong, nor the wrong doer. At the stroke of mid-night, we did not get Independence( like USA got), nor did we fought our independence ( like Russians did on a particular night); but, we signed our independence. The same babus who were killing Indians the previous night were asked to save the same “bloody Indians” from next morning. While the Mahatma was fasting for peace between Hindus and Muslims, Nehru was busy securing his throne territory (even pruned) with Mountbatton; our bureaucracy were expected to be loyal to the political jokers overnight.
this background has continued generations over generations, batch over batch. You have been part of that and the fraternity of the elite services have been always scratching each other’s back and have always seen the rest of the countrymen as mere mortals.
My surprise is not at the reaction of the bureaucrat but at your reaction to his reaction. you have been part of the system and I can not believe that you could not anticipate their reactions.
This bunch of people are most powerful, most retrograde and most archaic in our country for whom status-quo is the most desirable outcome which should remain through out ages to come.
Time was (during the early sixties), when a Member of Parliament went to meet the Deputy Commissioner (at Mandya – Karnataka) (and not the other way round as is not uncommon these days!). His PA asked him to wait since the DC was busy in a meeting. The MP waited patiently, met the DC, had discussion with him and left without any complaint.
On another occasion, a MLA met another DC (at Mandya – Karnataka again) and wanted to suggest to him the dos and don’ts of the DC’s job. The DC politely asked him to allow the DC to do his job as per the laid rules and procedure.
On both these occasions, the DCs were honest and upright and the so called people’s representatives could not even get annoyed.
Today, things are different. If ever such officers exist and act in such a way, they would be transferred to some remote non nondescript corner of the state.
The above not withstanding, I would like to give the example of a DC (Mr Manivannan – Mysore) who responded to one of my posts in a local newspaper about the demolition (destruction) work undertaken by the corporation authorities on the Devaraj Urs road with sheer vengeance. The paper reached me in the evening and before 1800 h, his PA called me and told that the DC wanted to talk to me. He tried to justify the action but I gave him example of inaction in several localities. Well, he told that he would act but shortly he relinquished the chair.
I can go on with my experience with “Good administrators” whether they are IAS or IPS officers who act swiftly but their are in a hopeless minority. That is sad for the country.
This is true. However, we should not paint the entire administrative services with the same brush. We know better than to do that. There are many instances of folks sticking to their guns and trying to function effectively despite the system. Here is one well known example – http://www.wahsarkar.com/2013/09/best-approaches-to-stopping-honest-bureaucrats-a-definitive-guide-from-uttar-pradesh/
Good: NaMo may implement performance-based incentives for government employees http://j.mp/1hILlji Nxt Step: Hold thm accountable
A glimmer of hope: Babudom-mukt Bharat: PM Modi is waging a relentless war away from the limelight
ECONOMICTIMES.COM Aug 07, 2017