It was my third visit to the office of the Estate Officer (EO) for the Completion Certificate of my newly constructed house. I was waiting for my turn outside his office, when an elderly person tried to enter the officer’s room. The peon asked him to stand in queue and wait for his turn.Taking this as an affront the man made a call on his mobile phone. After five minutes, the EO himself came out and respectfully led the man into his office. The visitor gave a contemptuous look to the honest peon.When my turn came, I found the VIP still in the office. Before I could make my plea, a clerk entered and put 2-3 typed pages before the EO, who called the superintendent into his office. It was as if I didn’t exist.As soon as the superintendent came, the EO gave him the typed pages with instructions so that the requisite document could be issued to the VIP right then. The superintendent hesitatingly told the EO that it would need some formalities yet. He explained that an inspector was to visit the site and submit his report. Then another department needed to verify whether there was a mortgage or some other financial liability on the property. ‘‘Sir, all this may take a week’’, he said. ‘‘No! Get the inspector to give his report right now. Do you know this man? He is a retired chief secretary of our state. Get everything done now.’’The EO turned to me ‘‘Yes?’’ ‘‘Sir, I have come for the completion certificate’’, I pushed forward a copy of my application already submitted to the Estate Office. He looked at my application, ‘‘Come next week’’.‘‘But sir, last week I was asked to come today’’, I protested. ‘‘Yes, but you know there are formalities to be undertaken before the certificate can be issued. An inspector has to visit.’’ ‘‘Sir, the inspector came 10 days ago and found everything as per the approved site-plan.’’‘‘But we have not received any report from him so far. You come next week’’. I started moving towards the door when out of frustration I turned addressed the VIP in the room. ‘‘Sir, as bureaucrats, you make procedures, norms and rules for every official work. But when it comes to following them, you realise they are wasteful of time and energy. Are these meant only for us lesser mortals? You even feel humiliated if you are asked to stand in a queue and wait for your turn.’’Believe me, more agonising was the mocking smile the two worthies exchanged as I left the room.
