Passport delivery system: Review needed for customers’ satisfaction
Abu Ali Tarek :
It is found that the process of passport delivery system is working better than before.
An officer claimed that it is the outcome of some necessary measures to streamline the process of passport delivery system by the interim government. Complaint has been reduced. Dhaka, Sylhet , Rajshahi and other Passport offices are following the instructions of the government.
Earlier, a study report conducted by Md. Waheed Alam and Md. Shahanur Rhaman under Transparency International Bangladesh (TIB) opined that, “unfortunately this service in Bangladesh is replete with corruption and irregularities and rendering poor service to the citizens.”
We know that almost half of the passports of the country are issued from Dhaka regional office. After an interval of five years the writer of this article witnessed some problems which are need to be solved. Discussing with an applicant who came with her husband to renew her passport alleged that she and her husband submitted their forms to get tokens in the ground floor.
There was no rush as it was before. Checking the papers officer advised to go room no 401. The couple went to that floor and there were separate arrangements for men and women. She submitted her papers and then she was sent to complete biomedical process and she was waiting to complete that process.
On the other hand her husband was advised to submit his form in a VIP room as he was a freedom fighter. Within a short time he came back and his wife is asking where her money receipt is? It was with your form, he replied. But it was missing. Then they came back to ground floor and asked the officer who gave them tokens. He told her that it was with from.
They came again 4th floor and his husband asked the officer who completed his biometrical process and kept the form. He sent us to a new room where forms were sent to scanning.
There was none in the room only a female officer was sitting with a bundle of passport forms. We told our problem to her and she found the money receipt attached to my form. Is not the faulty checking system is responsible for this suffering?
A lot of changes have been made by the present government. But still the process is complex. From form receiving to biometrical process should be completed in the same floor — one floor for men and another floor for women. Sitting arrangements should be more comfortable. Faulty fans should be removed. It was amazing that dealings have been changed. It was better than before.
System development process is going on. The previous scenario is almost absent. There is no gathering In front of the Divisional pass port office entrance. In the ground floor there are staffs receiving forms and giving token numbers. Line is maintained; everyone is placing his or her documents and getting advice where to go.
It was also found that some are facing problems. For example an attorney of our High Court came with his wife for their baby’s passport. But they have no photo of the baby with them. The officer told them that there is no arrangement here for taking photographs of babies. They were advised to manage it from the outside of the office.
It is no doubt an instance that people are not well informed about the requisites to get quick service from the Passport office. At the same time a photo shop might provide necessary service if need arises.
The authority may set up a photo shop inside the premise. The government offices which are earning revenues should not be neglected. Waiting arrangements should be good looking and comfortable.
The password and immigration department is aware of the facts that the process of passport delivery system has become easier in developed countries. Dr. Mohammed Younus considering the worst sufferings to the lower income group and unskilled labourers who bring precious remittance for our country has taken necessary measures to streamline the service as soon as possible. Now over all review is needed.
(The writer is a senior
journalist)
