समस्या और हल
Road works: problems, with fixes
We write about systems, never about people. Each problem comes with fixes that any government, of any party, could adopt. Vote for what would help, discuss, and follow each one’s status.
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The problems below are examples written by the GJP team to start the board. Seen a problem in a government service, or know a fix? Send it in a few lines. A person checks every post before it appears here.
Post a problem or a fixStatus: Fix proposed हल सुझायाExample written by the GJP team
A whole day lost in a queue
लंबी कतारें
Simple services like a certificate or an update still mean taking a day off work and standing in line, sometimes twice.
3 fixes
- Online slot booking with an SMS token, so people arrive at their time
- Evening and weekend counters for working people
- Let common service centres handle the simple cases
Status: Fix proposed हल सुझायाExample written by the GJP team
The file goes in and nobody knows where it is
फ़ाइल कहाँ है, पता नहीं
After submitting, people have no reference number and no way to see what is happening without visiting again.
3 fixes
- A tracking number for every application, sent by SMS
- A public status page showing which desk it is on
- A published time limit for each service, with automatic escalation when it is crossed
Status: Fix proposed हल सुझायाExample written by the GJP team
Agents outside the office who “get it done”
दलाल
When a process is confusing, middlemen fill the gap and charge for what should be free or cheap.
3 fixes
- Display the official fee and document list at the gate and online
- A staffed help desk inside every office
- Make self-service online forms simple enough that no agent is needed
Status: Fix proposed हल सुझायाExample written by the GJP team
Forms in a language people don’t read
फ़ॉर्म की भाषा
Forms and portals often use legal English or formal Hindi that many applicants cannot follow.
3 fixes
- Every form in the state’s languages, in plain words
- Voice help and a helpline in local languages
- Examples next to each field showing what to write
Status: Fix proposed हल सुझायाExample written by the GJP team
The same documents, again and again
बार-बार वही कागज़
People are asked for photocopies of documents the government already issued and holds.
3 fixes
- Accept DigiLocker documents everywhere instead of photocopies
- Departments share verified data so citizens give it once
- Self-attestation instead of gazetted officer signatures
Status: Fix proposed हल सुझायाExample written by the GJP team
People miss schemes they qualify for
योजना का पता नहीं
Benefits exist, but many eligible families never hear about them or think they will not qualify.
3 fixes
- One eligibility checker across schemes, in simple questions
- Tell people when they become eligible, by SMS
- Panchayat and ward notice boards that list the main schemes
Status: Fix proposed हल सुझायाExample written by the GJP team
Portals that break on a phone
पोर्टल नहीं चलता
Many people only have a phone and a patchy connection. Long forms time out and lose everything.
3 fixes
- Design every portal for phones first
- Save drafts automatically so a dropped connection loses nothing
- Light pages that load on 3G
Status: Fix proposed हल सुझायाExample written by the GJP team
Rejected with no reason given
बिना कारण अस्वीकार
An application comes back rejected, and the applicant does not know what to correct.
3 fixes
- A written reason with every rejection
- Point to the exact field or document to fix
- Let people correct and resubmit without starting over
Status: Fix proposed हल सुझायाExample written by the GJP team
Complaints closed without being solved
शिकायत बंद, समस्या वहीं
A complaint can be marked “disposed” while the problem is still there.
3 fixes
- The person who complained confirms before a case is closed
- A simple rating after every closure
- An easy one-step appeal
Status: Fix proposed हल सुझायाExample written by the GJP team
Offices that are hard to reach for some people
सबके लिए पहुँच नहीं
Stairs, no seating and long waits make offices hard for elderly people, people with disabilities and mothers with small children.
3 fixes
- Ramps, seating and priority counters
- Doorstep service for people who cannot travel
- Assisted mode on portals, with a person to call
Seen something we missed?
Post a problem you’ve faced or a fix for one above. Every post is checked by a person before it’s public, and if it’s turned down you’ll see why.
Post a problem or a fix