Citizen’s Charter is a document which represents a systematic effort to focus on the commitment of the Organisation towards its Citizens in respects of Standard of Services, Information, Choice and Consultation, Non-discrimination and Accessibility, Grievance Redress, Courtesy and Value for Money. This also includes expectations of the Organisation from the Citizen for fulfilling the commitment of the Organisation.
A letter from the Chairman and Managing Director, Sanjeeb Kumar Patjoshi (Which is displayed in KSRTC’s Official Website) is telling that, the vision of KSRTC is to provide or secure or promote the provision of an efficient, adequate, economical and properly coordinated system of the road transport service in the state of Kerala. (Section 18, RTC Act 1950)
The letter also says that their Mission is “Sukha Yathra Surakshita Yathra” which means Happy journey, Safe travel.
According to Mr. Patjoshi, the commitments of KSRTC is to
1) Provide more comfortable and hygienic services at affordable price.
2) Strict adherence to traffic rules and punctuality in service operation.
3) Continuous upgradation of technology and development of human resource through regular training programs.
4) Provide great significance to safety of our people by repeatedly ensuring the fitness of our vehicle.
5) Provide every possible assistance to public by the Vigilance officer in the head office, officers in our units and through our control room functioning round the clock.
The points which are mentioned above seems to be good, but while evaluating those points, we need to think twice to understand what is happening today with KSRTC.
Let us take the first point itself, According to that point, KSRTC should provide more comfortable and hygienic services to passengers at affordable rates. At present, Inside of all the buses except the Interstate services are seems to be very dirty. The ordinary and fast passenger buses are not being washed properly. While telling about the comfort of the buses, which passenger will be comfortable to travel from Thiruvananthapuram to Mangalore or Mysore or Kozhikkode in a Super fast bus?
Second and third points seems to be working in KSRTC. Punctuality in service operation is one of the plus points of KSRTC. Also they are giving regular training for the staff’s especially for the new staff’s before joining to corporation.
Fourth and fifth points are just for the namesake. An example for repeatedly ensuring the safety of vehicle is the recent incident reported near Chengannur. Read The Report here.
The final point is regarding the functioning of Control room.Control room is one of the primary options for the public to contact the corporation. Public will call for telling their complaints, sharing their problems, to express their suggestions, to ask the doubts. But if the people who are handling the control room is not able to solve the problems, it’s a big failure and shame for the corporation. Read The Report Here