Now, Thats Service for you

It is not every other blue moon that we make a trip to the Indian embassy. This was a desperate situation, and a desperate situation called for desperate means. It was a 2 week countdown before a trip to India and we had to get a PIO or an OCI card.At the weekend jams, and family gatherings we were told about the worst case scenarios when applying for one of these cards; for best or for worst - in our case we had to do it anyway. They said that there is not a single person who had made it through successfully in one attempt. And I thought plugging the oil leak off the Louisiana coast was the only heroic feat in recent times that did not make it at first attempt.

So my better half got all the paper work ready the day prior and decided to triple check the checklist. And on the website, was a flashing yellow - there was a new twist to the application – A surrender certificate (SC). We scan the website and found 3 versions of the application for the SC. At 9pm we are frantically filling out the forms seeking out an Indian Citizen to endorse one of the forms…At 10 pm, on a Friday evening, we pull out a friend from a movie theatre, seek out a public notary within a 50 mile radius, make copies, and get all paper work ready for the Surrender Certificate. We download & print all 3 versions of the SC application form, filled them out, notarized them and made triplicate copies (not knowing what to expect.). By the way, I googled “triplicate” and found that it is used most number of times only in application forms used in India for public services. Not a surprise!

The day dawns…. Our friends had told us that we had to get there 3 hours before opening time; bright and early we reach 64th and 3rd Ave. Wait a minute …. The line curves around 3 blocks, I check the time, and it is 6:45am. I then realized that this is what makes us Indians, it is in the gene pool and it is unique! About 3000 people decided to do the same thing over a long weekend, pick up their surrender certificate.

As we check out the beginning of the line, we found people rolling out of their sleeping bags, changing shirts or using a mouth rinse; and saying a mumbled hello, howz it goin’?We asked one of them, “when did you get here?”. “Last night”, 1 am, caught a movie on Broadway and cabbed over here”.

We get back in line, and we see Mr. Varghese, (2 persons ahead), asking everyone to show their application form. He was a picture of paranoia. He showed us his version of the application form for the SC and it was Version 4.0. We asked, “Where did you get this version?” ”From the embassy last night, I came here in the evening to pick up the form”. His version was different from the ones we had and we had 3 Versions of the application form for SC. We showed him our versions and that got him so confused that he took the blank copies from us and ran around looking for a notary, Indian citizen signature, copies in triplicate etc… Now here is where I say, misinformation is the root cause of all confusion.

Mr. Prasad & Lakshmi Vellumpalli were in front of us and said that this was their 2nd attempt. They had 4 versions of the application. Mr. Girish and Priya Kulkarni who were right behind us had come all the way from Buffalo, NY (a 6 hour trip). It was their 3rd attempt.Girish was a picture of yogic calmness. Nothing fazed him now. He said the repeated attempts at getting his OCI and SC in a timely manner have brought this serene calm. “After a while you learn to go with the flow”, he said. As we made conversations with people, we found that people had come as far as Columbus, Ohio; Pittsburgh Pennsylvania; Vergennes, Vermont; Portland, Maine. As the line began to grow, many by passers stopped to ask what the occasion was. My better half replied that it was a historical beginning and a feat worthy of mention in the NY times. One of the travelling audiences, a construction worker, thought it was a Broadway show.

At 9:15am, the show started. With the embassy now open the line began to move by a few inches every 10 minutes. Now when I mention line, this is a line that goes 3 blocks, and is 15 people wide. After about 2 hours we were 1 block closer. We hear a commotion and a consular officer is talking to the people in line…. Girish & my hubby move closer to hear the information and the officer says, “We did not expect so many people, some of you need to go home and come back next week”. (As if that was going to fly.) Now here is where I say, “Good expectation with incorrect information is the root cause of all dilemma and confusion.” The officer tried to impose a cut-off of people in the line, so the people huddled closer and now the width of 15 grew to 30. Amidst the pandemonium, he walked away frustrated, shaking his head.

As the day passed, we saw groups of tourists stand and take pictures of the show outside the embassy, amused by our dismayed looks. I guess this was more entertaining than the Central Park Zoo which was right around the corner.

After about 4 hours, we were 2 blocks closer. We hear a victory march, hooting and yelling. Though this was the Memorial Day weekend, didn’t expect to see a soldiers parade on 64th and 3rd. As the sounds get louder, it is none other than my old friend Jay and Preeti Mehra! He was walking like Mr. Incredible! He spots us and comes running, “I did it, got the SC and OCI. Made my day yaar! Mera weekend ban gaya! Char Char chakkar kaat chuka hoon, Akhir mil hi gaya! Chal Party mere ghar!” This was the first sign of victory after 4 hours. Hope (and life) came back to many in line. With the end near, everyone could finally see the light! I could also see a faint smile cross Girish’s face; he had somehow grasped a glimmer of hope as well.

Amidst the din, I ask Jay which version of the application form got accepted. Lo and behold, version 5.0. Jay said this was on the website when he checked in the morning. About 50 people asked Jay for a copy of the downloaded blank form and were scampering around for a notary, Indian citizen signature, copies in triplicate etc… By now you get the drift …

After about another 6 hours, as we get into the embassy, we take a token and there is a race to get a chair to rest tired feet (well it starts here..) people squatted on the floor, every inch of space was taken. I even saw a few standing on one foot and switching feet alternately.

As our number gets called, we shuffle our way to the window. Conversation overheard at the counter – NRI says “Maam, I have come all the way from Connecticut. This is my 3rd time to get the SC. I have a file full of copies and notarized forms.” Lady at the window,” Listen, if you want good service, you need to come as many times we call you.” Huh? That explains it, that is how Service is defined in Indian Public Services.

The lady was quite loud in her response; I hear a faint thud from the back of the room. I bet that was the guy at his 4th attempt.

Wondering where we are at with the SC and PIO, ours is still service in progress.