I went to Nepal Telecom at Chabahil to pay my phone bills yesterday. I wasted nearly two hours over there, not only because the queue was long but because of the people who were making scientific system unscientific. I took my coupon and waited in the bench. There were basically two reasons for the delay. They were:
1. No use of resources
There were six counters but only three were in operation. The people in the counter were too busy to even have a half-minute toilet break.
2. Irresponsible costumers and the civil servants
If the queue would have proceeded as per the coupon system, then it would have taken only 30 minutes for me to pay my bill. However, the people were not following the coupon system and the civil servants over there were not checking the coupon at all. This was making the counter very slow. While analysing all the people present over there, I found there were three types of people. They were:
i) People like me who were waiting for their turn quietly
ii) People who were not following the queue at all and were haphazardly penetrating it
iii) People who were paying bills by collaborating with ones whose turn would arrive earlier.
Because of these reasons, I had to wait for nearly two hours. When my number was enlisted in counter no. 6, I rushed towards it, but even there was also no rule. One old lady was sitting behind me and she was illiterate as well. Her turn was earlier than me and so I was waiting patiently. However, there was this old man, whose turn was behind ours and he was being very opportunistic about the illiteracy of that old woman. Somehow, he convinced that innocent old lady that she is behind him. Then at the mean time, I scolded that man about it and he quietly came behind us and waited for his turn.
In fact, I am very unhappy with this incident. Nepal Telecom needs some reforms to make it scientific. They are:
All the counters must be in operation
There should be strict checking system in coupon counter
For each card, there should be one coupon. That is "one coupon, one card".
If these recommendations are implemented, then there can be some improvement in the system.