Think like you’re the product manager for the guide!

• What separates our guides from others is information that is undocumented + workarounds to challenges in obtaining a Government service.

• Our content should empower users to submit applications that are difficult to reject. If they are rejected on flimsy grounds, users should have the necessary information to challenge the staff effectively.

• Additionally, the content should ensure that users don’t need to engage in lengthy conversations with the staff or feel hindered by not knowing the local language.

Creating the guide

Creating a guide involves a combination of online research and fieldwork. Check out the guide’s we’ve created – Getting an eKhata, Getting an Encumbrance Certificate, Transferring a BESCOM connection, Filing an RTI Application.

Please record the sources for your information. 

Online Research – Info Areas

• Communication
  • Note down link to the website(s)
  • (For what it’s worth), note down the email and phone number these departments may provide, office addresses. 
  • Does the department have an app? 
  • Does this department have a presence on Twitter/Instagram/Facebook. What are the handles. Are the pages active? 
  • Check how is the responsiveness on phone/email/social media/email for any queries
• Check if the process is covered under Sakala, visit the Sakala website at sakala.kar.nic.in.
  • Click on “Service Procedure.”
  • Select the relevant department from the drop-down menu.
  • Review the information provided about the service, including any details about the service and the ‘Workflow.’ Copy and paste the information as it appears. Some services may not have a workflow listed, such as the example from the Bangalore Water Supply and Sewerage Board (BWSSB) for the service “Transfer of Connection/Ownership (Industrial/Commercial Connections/Others Connections).”
• If the process is not covered by Sakala, please search the following details:
  • Documents to be enclosed with the request:
    • List all required documents.
    • Clarify whether any documents need to be notarized.
    • Specify if originals need to be shown at the office or if copies are sufficient.
  • Fee/Charges to be paid:
    • Include the amount to be paid for the service.
    • Specify if there are any additional charges, such as notary fees, stamp paper charges, or photocopying charges.
  • Typical number of days to get the service delivered
• Is the process available online? If yes, can the entire process, from application submission to approval, can be completed online without needing a physical visit to the office.
• How can we find the relevant office for a specific location to file the application offline or visit the office if necessary as part of the process?
• Note down links to useful content or videos on the process to include in our documentation. 
• Application process
  • Please search Reddit, YouTube, Twitter, and Google for user experiences related to the process. Note any pain points people encounter, as well as any workarounds or solutions they share.
  • Apply for the service yourself. If the service requires specific conditions, such as having an electricity account, try to find someone who already meets these requirements and attempt the application process through their account.
    • Note the links to register an account on the site and to log in.
    • Note down any questions or doubts that arise while filling out the application form.
    • Understand every question in the application form and what each option means.
    • Document any issues or glitches encountered while filling in the form, including technical problems on the website.
    • Note down any jargon in the application form that is unclear or confusing.
  • Are there any tech tools we can create to make the process easier for the citizen? See this tool we created to make getting an Encumbrance Certificate easier for inspiration
• Artefacts: We will display the information/application PDF directly on our site while also providing a link to the original source, given that government websites often experience downtime or have broken links due to lack of maintenance.
  • Save the pdf for the application (if someone wants to do the process offline) 
  • Obtain and save a scanned copy of the certificate provided at the end of the service, if any

• Translation
  • If the application or the certificate delivered is only in the local language (example, in Karnataka, the Encumbrance Certificate is issued only in Kannada), please get a translated version. 
• Tracking
  • How can we track the progress of the application? Are notifications shared by phone/email/text?
• Grievance Mechanisms:
  • Is there a grievance mechanism available if there are delays, aside from Sakala? How can I track the progress of this complaint?
  • Is there a mechanism to report a bribe? How can I track the progress of this complaint?
  • Who is the specific authority to address the RTI application to, for delay in the service 

Fieldwork – visiting the Government office 

General tips when you visit a Govt office

• If you’re not fluent in Kannada, politely ask if you can use another language. For example, you can say, “Sir/Madam, I’m trying to learn Kannada. Can I speak in English or Hindi (or Telugu/Tamil)?” Avoid switching to English or Hindi abruptly; a polite approach often makes a difference.
• Consider dressing modestly. For instance, in some government offices like RTOs, applicants have reportedly been sent back if they arrived wearing shorts. 
• Consider addressing the staff as Sir/Madam 
• Lower level staff might get intimidated if you jot things down in a notebook. Consider typing notes into the phone if you must. 

PS: I have been called out for crossing my legs in a Govt. office. Small gestures might help in staff being helpful!  

At the local office 

Ask questions as any regular citizen would when trying to avail the service. This ensures you experience the process as an everyday user.

• Investigate
  • Are staff openly asking for a bribe. If so, how much they are demanding.
  • Are they recommending you avail the service through agents? 
  • Irrespective, ask if they can suggest specific agents and note down their contact details.
  • Check whether agents are stationed outside the office premises. Gather details of a couple of agents, including their charges for the service.
  • Inquire what the agent’s fee includes—does it cover notary services, stamp paper charges, photocopies, or any other related expenses? 
• Confirm these details with staff. If the office staff are uncooperative, you can also get the information from xerox stores located outside these offices.
  • Can this service be availed at Bangalore One centers? 
  • Are notifications provided? If so, are they sent via email, phone call, or text? 
  • Will any staff visit the property as part of the process? 
  • Is an office visit required? If so:
    • Can a representative handle it, or must you go in person? 
    • What is the exact process and who should you meet? 
    • How much time should you plan to spend at the office?
  • Check for specific timings
    • Work hours 
    • Lunch breaks (official & “unofficial”)
    • Cash counter hours
    • Whether there are any special counter timings applicable to the service 
    • Confirm if the office is open on Saturdays and work hours. 
  • Get a physical copy of the application form for reference.
  • Ask about the turnaround time for the service quoted by staff in the office. 
  • Verify the required documents (some documents may not be listed in the online sources)
    • For each document, confirm if notarization is necessary or if originals need to be presented.
  • Inquire if the office has a contact number for process-related queries or an email address you can write to. 
  • Check if the officer is willing to share their direct contact number.
• Ask the specific questions you have from the online research

Visiting officials higher-up in the chain

Higher-ups can be officers in the Divisional/Regional office, or IAS officers.

• Be bold! Surprisingly, some higher-ups are very approachable. For example, I once walked into the BBMP Head Office and managed to speak to the Special Commissioner/IAS officer without an appointment. However, be prepared to wait; carry your laptop or a book to keep yourself occupied.
• Introduce yourself and your mission. Ask if they can introduce you to junior staff who can answer your questions. It’s far easier to get information when they refer you to someone – the chance of getting information subsequently by phone rather than visiting in-person as might be the case with the lower level offices. 
• The mobile numbers of these bureaucrats are invariably published online, some of them even respond to questions on WA. Get their PA’s or personal secretary’s mobile number – they give it freely, I notice, rarely resisted. 

Maintaining the guide

Maintaining the guide involves:

• Responding to questions related to the service from users on our website and platforms like Twitter, Reddit, YouTube
• Regularly updating the content as needed – to reflect changes in the service/address inaccuracies highlighted by users/include any helpful hacks that users submit
• Setting up a Google alert with relevant keywords ensures you stay informed about any updates or developments concerning the service.