Our beloved nation has embarked on a transformative journey led by the Golden Throne, promising to make our country more prosperous and our people happier, while also preparing us to face future challenges. However, we must come together to overcome today’s numerous challenges, no matter how Herculean they may seem. In this article, I propose a change in our ATTITUDE as a possible solution to overcome some challenges confronting our public service delivery.

The Influence of Personal Connections

“Darling, do you know anyone in that Bank? Can you ask your friend Chechey to talk to his DG brother about my request? Please inform your friend in that Ministry about my application. I was asked to come back another time because the head of the department is out of town. Director is not taking any risks, he goes strictly by the book. Your application/letter is lost, please submit it again. He is not responding to my WhatsApp messages. She is not giving me an appointment…” Do these scenarios sound familiar?

Even today, it remains a harsh reality that when we require services from public, corporate, or private organizations, our first instinct is to determine whether we, our spouse, or our friends have a close connection within that organization. If the answer is “yes,” our work can be expedited. If the answer is “no,” delays are likely. This situation, which was prevalent a decade ago, is still common today. In most cases, having a personal connection in the office is crucial for getting things done promptly and efficiently.

The Impact of Reliance on Personal Relationships

Reliance on personal relationships to expedite public services is both widespread and deeply ingrained. While this may benefit some, not everyone has such favorable connections. This dependency makes the system and its services susceptible to manipulation, turning the delivery and receipt of services into favors rather than formal procedures. Under these circumstances, those without connections face an arduous journey to get their work done.

We often view our core responsibility of public service as merely a by-product of the job that pays our monthly salary, behaving as if providing these services is a significant favor rather than our duty. I would like to believe that by simply changing this attitude, there could be a significant improvement in public service delivery. The necessary systems, structures, and institutions have been established for over a decade.

Personal Responsibility and Ethical Conduct

Regardless of how perfect the structures and systems may be, it is ultimately up to individuals to uphold these values. The responsibility to take action lies with each individual. While having great systems, structures, and institutions is beneficial, personal responsibility is the key factor in ensuring their effectiveness.

Let me illustrate with an example. Imagine I’m having coffee and I receive a call from Ms. ABC, who I know. Knowing her importance and potential influence on my present and future opportunities both personal and career-wise, I immediately answer the call. Even when asked if I’m busy, I assure her that I am totally available for her. Now, imagine the call is from Ms. MNO, someone I perceive as unimportant and who I assume will be of no use at all to me. I decide not to answer, using the excuse that I’m having my coffee. It can be the same in a physical situation, meaning if Ms. ABC walks into my office, no matter what I am doing, I am there for her, and similarly, if Ms. MNO walks in, I can be quite unkind not only to her but also to my PA for letting her in. Therefore, for someone like Ms. MNO, in the first place, it would be so daunting for her to even reach my office.

The difference in my responses to these calls and habits highlights how one’s attitude shape our actions. I believe that many of the service delivery challenges in our system stem from these differences in attitude. For instance, civil servants have taken an oath to provide services and perform their duties without fear or favor. There is even a comprehensive chapter on the Code of Ethics and Conduct for civil servants in the BCSR. The question, however, is whether our daily actions are influenced by these codes. If not, we need to adjust our attitude. We must commit to serving everyone equally, efficiently, and effectively.

Examples Illustrating the Issue

Let me share two examples to illustrate this point. About a decade ago, I needed to obtain an official document. By making a few calls to the right individuals and presenting myself in person, I was able to complete the process in about two hours. Under normal circumstances, this would have taken at least a week.

In another instance, I got another document for a relative in record time with the assistance of a junior civil servant who wasn’t even part of the issuing department. These cases demonstrate that the systems and infrastructure to process such documents efficiently were already in place a decade ago. They also underscore the importance of personal connections in expediting work. It highlights that knowing someone within the system can significantly impact the speed and efficiency of service delivery.

The Role of Attitude in Service Delivery

Systems and infrastructure have been in place for decades to facilitate world-standard timeliness. It is individuals’ attitudes that make the system bureaucratic. Unless there is something in it for oneself, one tends to go by the book, suffocating the system and making bureaucracy a hurdle in service delivery. Aligning one’s attitude and mindset towards the sisterhood of all and viewing everyone as one big family could transform public service from good to great. We need to be more flexible, willing to take risks, creative and, if necessary, consider bending (not breaking) rules to enhance service delivery.

Civil Service and Nation Building

I believe civil service is the core of public service delivery. It is an elite group crucial to nation-building in Bhutan. The pace and quality of Bhutan’s socio-economic development could depend significantly on civil servants’ participation. Civil service is about serving the people, the country, and The King with utmost humility, accountability, and responsibility.

“…Throughout my reign, I will never rule you like a King. I will protect you as a parent, care for you as a brother, and serve you as a son. I shall give you everything and keep nothing; I shall live such a life as a good human being that you may find it worthy to serve as an example for your children; I have no personal goals other than to fulfill your hopes and aspirations. I shall always serve you, day and night, in the spirit of kindness, justice, and equality.” – His Majesty The King, Coronation address to the Nation on November 7, 2007.

The new generation of civil servants in Transforming Bhutan should embody responsiveness, flexibility, and dedication, prioritizing service delivery with the same spirit of kindness, justice, and equality exemplified by our King in the above Royal Quote.

Conclusion

With the right attitude, mindset and outlook, we have a golden opportunity to elevate the quality of its public service delivery. The necessary systems, structures, and policies have been in place for over a decade. There may not be even need for additional human or other resources; rather, it is the attitude of the public service providers—including civil, corporate, and private sectors—that need realignment.

And if it is of any consolation, this situation is not unique to Bhutan. Former Indian President Pranab Mukherjee once stated, “Bureaucracy is the biggest hurdle to our development, and we must rectify it… referred to the civil services as the one that find ways on how to put obstructions, how to find out excuses and not to move.”

Disclaimer: These views are entirely my own, based on my personal and professional experiences, and inspired by the BBS TV talk show my book – “Hercules of Tongchudrak…Learning to Unlearn and Relearn to build a Great Nation.” 

Contributed by Dorji Dhradhul