Post Mortem

Not so blessed people

By Nagaland Post | Publish Date: 12/11/2020 12:48:43 PM IST

 Public Sector Banks (PSB) have recently introduced door-step-banking (DSB) for safe and secure services such as pick-up and delivery and it has given the old generation a new lease of life in financial transaction as bank now could go at customers’ doorstop for implementing ease of banking reforms. All they need to do is to download / register a Mobile App called DSB from Google Play or App Store. Also a customer can call 18001037188 for the services. Through Web Portal, a customer can also login through a Desktop PC or Laptop Computer too. 

Service industries always talk a lot about customers’ service. Even our government offers various schemes to uplift of its people.  They offer a plethora of programs and projects but it plunged into darkness before implementation. Common people are not benefitted from plans’ execution. Gandhiji says –“Customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption on our work. He is the purpose of it. He is not an outsider on our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so”.

But we refuse to face the reality and escape the day to day happening. It was another Sunday afternoon. After a heavy lunch, we were returning for a leisurely drive at suburb of our city and an unknown call rang from the bluetooth microphone. Call never bothered me anyway, I normally don’t hesitate to response to any call even while on driving; I do with hands-free technology. I thought someone is in need of help. I must pick up.

Soon I pressed the multi-function button, a soft, calming, shaky voice in slow-paced yet straightforward, which I felt it a bit confused to hear the unclear voice. The old lady is in hospital bed needed some cash withdrawal from bank. She doesn’t use the facility of ATM or any digital transfer. Her husband is also over 80s and no one is there for willing to lend a helping hand. The amount she withdrawn on last weekend already spent for admission and other medical treatment.

The next line has further felt me guilty as she was the hapless victims of the banking rules and regulations. Her signature does not tally. The cashier found one letter differed from the original signature and asked to report upstairs for signature up-dating.  The entire floor was crowded with pension/salary payment and accepting annual verification for life certificate. There was no lift or escalator. With no little help from anyone she went up first floor to the concerned manager as advised.

The entire lobby was huge. The seething mass of customers made her confused to go ahead. The floor manager was not seen for little help seekers. And she felt really collapsed all of a sudden. Her right leg was broken and now languishing in a Missionary Hospital bed. I was taken aback by how helplessly she raised her genuine concern where financial institutions don’t have an ounce of humanity in customers. Are we in a time of great promise, or great peril?

America provides exemplary help to its senior people. Dr HU Ahmed, the retired principal of Guwahati Medical College, a green card holder had an amazing experience with free cataract surgery and dropping home by a hospital in Seattle since he is a super senior citizen although his daughters were renowned medical professionals in the US. The directive principles of state policy from our constitution say India is a welfare state. The state plays a key role in the protection and promotion of economic and social well-being of its citizen. But we failed to live up to the occasion. That we observe frequently while rendering customer service to the people.

I came across that couple a year back at my desk. They found an old age home in Nongpoh, Meghalaya, outskirt of Guwahati for a new hope for facing isolated and elderly. I make a point of befriending them for ease of transaction at our branch premise. The couple was devastated by the loss of their family members. I tried to feel them at ease by enquiring welfare. The lady kept quiet and her husband passed a line “we are not so blessed people in this world”. We are somehow given shelter by an NGO for old age home. Administrations don’t give a damn about the welfare of senior citizen. 

Mrs Sermon did a genuine attempt to call for a help. I didn’t spot her husband from the sitting area in the next day morning as the packed space covered with full of people, leaving no room for movement. 

He might have lost in the crowd but I alarmed in the help desk for a look out. I rang up in the evening, if her husband had an easy transaction. She thanked the security for her husband allowing an early token that day. When people say “God don’t Bless No Mess”. I think God is always ready to bless them beyond…

Kamal Baruah


Launched on December 3,1990. Nagaland Post is the first and highest circulated newspaper of Nagaland state. Nagaland Post is also the first newspaper in Nagaland to be published in multi-colour.

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