In theory Nagaland boasts of having a sound power infrastructure to provide electricity to all the villages; in reality, the prevailing situation is quite bleak. The gap between theory and practice has been a cause of concern, largely because the public is unaware of the true condition and status of the power department. Like most other departments, the public can only gauge the performance of the government not by what they say, but by their action.
While the bigger picture at the policy level may involve complex negotiations and astute governance skills to ensure that the department is operating efficiently within its limitations, it is at the levels of field-workers that the public most frequently comes into contact on a daily basis. Considering the regular power cuts, low voltage and load-shedding it is quite natural that an informed public would first make enquiries at their own sector or block offices.
For instance, Dimapur has several sections for which different offices are responsible. Of course, there is then the control office, which more often than not, has very little helpful information to provide. Repeated phone calls to offices are frequently met with responses that reflect absolutely no degree of responsibility or accountability, where they keep passing the buck to one another. Often one needs to make a number of phone calls to several offices just to get to the right one that is in-charge for your area.
At the end of the day, it is not the minister or the bureaucrat nor the engineer that is the face of the power department; it is the line-men, operators and other field workers who represent and define the status of the department to the public. It is their efficiency, services and attitude that are responsible for building public relations on a daily basis. Alas, if they themselves start discharging their responsibilities with an indifferent attitude with no regard to public interest, the problem is further compounded.
There is no doubt that the power department is working under immense constrains and the continuous strive to fulfill public demand is well appreciated. Yet, the need for offices to be more responsive and accountable to the people is an area that cannot be left for granted. The difficulties an average citizen goes through just to get an accurate information concerning the status of his or her power supply is a difficulty that can be avoided only if the workers have a sense of servitude as government employees.
A serious makeover is required in the area of customer service. As of now, the sense of customer service is missing, which is only alienating the people. And for a department like the power supply which shares an intimate relationship with its consumer, the area of customer service should be at the heart of their public relations. If things continue the way they are, it will not be long before the public feel completely alienated, because for now, the indifferent attitude in the area of customer service is making the department inaccessible to the consumers.
