Anybody who has been going around in circles for a couple of hours in a government office and suddenly comes across a functionary who resolves the pending issue within minutes realises how valuable are good performers. Such persons are not vested with high positions and responsibilities – they are from among the many given mundane tasks that need to be done on a daily basis but are important for those who are supposed to be the beneficiaries.
Why, one may ask, are such persons so rare among the crowd that is supposed to be performing the same duty? One can only imagine how much better the overall situation would be if similar initiative, empathy and skill are exhibited by a larger number of the service providers? Where does the culture of apathy and unconcern come from among the “people’s servants” who do little more than kick the can further down the road? We know that most people who apply for government jobs do so because of the fixed tenure, good salaries with regular increases, pension, provident fund, gratuity, etc., and less because of a desire to serve the nation or the people. People have come to expect poor quality of service from them, which is why there is so much surprise when someone actually does the job with the required efficiency.
Perhaps these service providers are unaware of how their work is important and how it benefits not just the people but in the larger scheme of things even their own lives. It behoves the higher authorities to join the links and show this poorly motivated lot how their work is relevant and makes an impact on people’s lives. Even the small difference they can make in some supplicant’s lives can be a source of joy equally for themselves. There are a number of motivational activities that can build up team spirit, leadership qualities, a sense of responsibility among those who just feel they are mere cogs in the wheel that revolves they know not why. Also, the office management should be so structured that accountability can be fixed for non-performers. If not enthusiasm, perhaps fear of penalties would persuade them to achieve clearly laid down goals. And, of course, the seniors must recognise and appreciate the achievements of the performers, for which they too need to be aware of how their respective departments are functioning on a daily basis. It is not good for an organisation if no distinction is made between those who contribute and those who do not.
