Bureaucracy, the backbone of governance, handles policy execution, public service delivery, renders policy advice, and manages crises. Famously termed the ‘steel frame’ by Sardar Vallabhbhai Patel, it owes its origin to the time of Cornwallis (1786-1793) and has undergone structural changes over the years to suit the needs of the day. Its strength primarily lies in providing administrative stability and institutional memory when political leadership shifts as a consequence of popular people’s mandate. Executing the political will and translating the laws into welfare and development schemes and ensuring execution comprise the core functions.
The system, however, often comes for criticism due to its rigid adherence to the rule book and established procedures. Bureaucrats are vulnerable to criticism for lack of performance – linked evaluation and political interference. Available information suggests that only 3% of bureaucrats face reviews linked to KPI (Key Performance Indicators), and promotions remain largely seniority-driven. This fosters complacency and indifference. The pervasive political interference in the form of transfers and postings, and in some cases suspensions, is weaponized to serve partisan political interests over public welfare. Decision-making is many-layered and heavily relies on complex procedures and paperwork, causing huge delays affecting service delivery. This in turn forces the citizen to pay ‘transaction cost’, a euphemism for a bribe. A citizen who is made to pay for services he is entitled to receive from the state develops disaffection towards the state, a phenomenon that weakens the loyalty of the citizen to the state and serves as a potential ground for gradual erosion of state sovereignty.
Recent initiatives, however, indicate a conscious attempt to overcome the criticism and infuse freshness into the system. A more role-based and citizen-friendly model of administration is introduced in place of ‘rule –based’ and control-centric administration. Steps have been taken to professionalize administration by inducting domain experts from the private sector, public enterprises and academia bypassing traditional entry channels. This is a clear shift from a generalist administration to specialist-driven administration, aligning technical capabilities with sector-specific departments.
In addition, a capacity building multi-layered, and standardized training via a digital platform named iGOT-Karmayogi has been launched to deliver scalable learning modules covering technical and behavioural domains. Completion of mandatory competency-led courses and peer assessment on the iGOT platform is integrated into the APAR (Annual Performance Appraisal Report) of All-India Service Officers. Infusing technology-driven e-Office Mission across ministries reduces the time taken by a file, prevents its physical blocking and de-layering. Structural tools like e-Samiksha monitor high-tier infrastructure projects digitally. Faceless tax assessments and integrated web-portals cut down direct physical interactions between officer and citizen and significantly reduce opportunities for collusive or coercive corruption.
Notwithstanding the well-meant initiatives, the possibility of gaps in implementation cannot be wished away. In a vast and diverse country such as Bharat, service delivery may not reach the average citizen or may be delayed. In order to fill the gap, an automated grievance redress system named CPGRAMS is offered as a platform to post complaints. It will direct the ministry concerned to redress citizen complaints. An independent oversight coupled with social audit shall make the reform truly comprehensive and meaningful.
In the ultimate analysis, an overhaul of bureaucracy is a multi-pronged project. While technology offers some solutions and helps overcome structural problems, a holistic reform shall include empowering institutions. De-centralization of authority, empowerment of local bodies and raising a corps of officials trained to respond to the citizens’ needs will transform bureaucracy from being an agency exerting authority to one serving the citizen who is the very rationale for its creation.
