Zen Citizen provides actionable advice to save you time, effort, and frustration in accessing government services. Here are a few examples of the tips, tricks, and instructions we offer to help you navigate the system smoothly and confidently challenge any demands for bribes.

Before applying

Planning Ahead 

For transferring a BESCOM connection, visit the O&M (Operations & Maintenance) office in the morning to avoid delays. JE officers sometimes return from lunch around 3:15 PM, and the cash counter at the Sub Divisional Office (SDO) closes at 3:30 PM, which may require an additional trip if you get delayed.

To obtain a marriage certificate on the Kaveri portal, schedule a time with all the three witnesses in advance for the eSign process. There is no option to save progress after each witness completes their eSign, so all parties must finish within a 5–10 minute window before the page times out

While applying

Clarifying instructions

To obtain an eKhata, BBMP asks citizens to “upload photos of the property and the property owner”. In response, some citizens have taken selfies with their property, while others have asked what to do if they are out of town.

Image source

Zen Citizen clarifies that you need to upload separate photos of the property and the property owner.

• For the photo of the property:
  • The property photo helps BBMP staff identify the property from the outside during inspections.
  • Take a clear, color photo of the front of your property, ensuring the entire property is visible. If your property has a gate, take the photo from outside it.
  • For apartment residents, take a photo of the entire building or tower, capturing all floors if possible.
  • You can upload multiple photos if you’re unsure which one to submit.
• For the photo(s) of the property owner(s)
  • You can get a passport size photo at home by uploading your photo to an app or website such as ‘Passport Photo Maker’ (for Android) or ‘Passport Photo – ID Photo’ (for iOS) or cutout.pro website in a browser. 
  • Choose the size as 2 inches by 2 inches. These tools will remove the background automatically and produce a professional-looking passport-size photo.

Filling in Missing Instructions 

Before transferring a BESCOM connection, a Junior Engineer (JE) is required to visit the property and inspect the electricity meter. However, in practice, this step is often skipped. Instead, applicants are asked to provide a photo of the electricity meter when submitting their application at the BESCOM office.

Many applications get rejected because the specific details required in the photo are not clearly mentioned. We provide the missing instructions. 

• Take a printout of a single photo that clearly shows the electricity meter (with the Serial Number and latest reading of units consumed) along with the meter box cover, ensuring the RR number is visible.
• Make sure the reading shows the most recent consumption, ideally no more than 2-3 days before submitting the application, preferably after your last bill date. This ensures that the meter reading aligns with the most recent electricity bill you’re submitting.
• If the meter does not display the reading, press the button on the meter a few times until it shows the current reading.

Norms That Aren’t Written Down

At the Road Transport Office (RTO), applicants dressed in shorts aren’t allowed to take the driving test. This is not a rule but a norm.

Workarounds for Website Issues

• For the Encumbrance Certificate application, enter both first and last name in the textbox designated for the first name. This is a bug. 
• “I am unable to complete eSign due to ‘405 error’” – This error is commonly reported by Mac users. Please use a mobile device or a Windows computer. 
• Choose ‘Net Banking’ when paying on the Kaveri portal. The ‘Payment through Bank Transfer’ is not reliable.
• If the OTP doesn’t arrive on your phone, check your registered email as it is sent there immediately.

Tools to Improve Usability of Government Websites

To apply for an Encumbrance Certificate on Kaveri, the first step – and often the biggest hurdle – is identifying the correct ‘Village’ where your property is located. The Kaveri portal’s mapping system for Villages, Taluks, Hoblis, and Districts often differs from the details in your sale deed. To address this, Zen Citizen has developed the ‘Kaveri Village Finder’, a tool that helps you find the corresponding Taluk, Hobli, and District for your village on Kaveri portal.

Pre-empting Concerns 

In the eKhata application, if the BESCOM account is still under the previous owner’s name, don’t worry, as this won’t affect the issuance of the eKhata. Also, the BESCOM account number is not displayed in the eKhata.

Navigating the website

• “My eKhata is approved. But I can’t find the link to download it!” Here is the link. It’s not easy to find.
• “I found the download link, but I can’t find the option to select a payment method. When I click ‘Proceed’ on this page, I get an error message: ‘Please Select Payment Type’” Please click on the PayU logo to access the payment options. The instruction is missing.

Other Tips & Tricks

Transferring a BESCOM connection can be initiated online, but there are no significant advantages to doing so. We recommend opting for the offline approach, as it is more efficient. While the online process requires uploading documents, you will still need to visit the office to present physical copies (originals are not needed). By choosing the completely offline process and manually filling out the application form, you can save time and avoid potential website glitches.

After applying

Delaying Tactics and How to Deal with Them

• “After submitting the Khata application online, the ARO called and asked me to submit a hard copy at the BBMP ward office because their printer wasn’t working.” This is a tactic to get you to visit the office, where they can demand a bribe with less risk. Only visit the office if the process genuinely requires it; we’ll inform you when it’s necessary.

• The Cashier may not provide an acknowledgement receipt but instead ask you to treat the ₹100 payment receipt as the official acknowledgement. To ensure your process is properly documented, we strongly recommend insisting on an official acknowledgement receipt, especially if you plan to file an appeal later.

Challenging Delays and Unfair Rejections

• “The ARO told me verification would only happen after the Diwali vacation, which would be over 30 days after my application.” If you do not receive the document within the government-prescribed timeline, file an RTI or a Sakala appeal. We provide a template for this. 
• BWSSB tends to be more accessible than other departments. If your transfer is not completed or rejected without valid justification, try reaching out to the Divisional or Sub-Divisional offices before filing a Sakala appeal, which takes up to 15 days for a response.
• When RTI appeals are filed, the notice period given to the appellant (RTI applicant) to attend the hearing is often very short, sometimes less than 12 hours. You can email the relevant authority to reschedule the hearing to a more convenient date. The contact email varies by public authority, but they will usually contact you with the appeal details, at which point you can request the email address.