RCT's musings

The idea of customer centricity in the role of a Deputy Commissioner/ District Collector The District Collector (DC hereafter) can best be defined as the “senior most representative of Government” at the district level – the 600 odd administrative units our country comprises. The institution of the DC is more than 200 years old. Like other institutions, over this period it too has undergone a sea change in the roles and responsibilities associated with it. The key watershed moments in this evolution have been India’s independence, the separation of the judiciary from the executive, the unleashing of market forces post liberalisation reforms, the rights based approach to public delivery and now finally the rise of social media and the internet age.    These changes are important to mention because with each change new stakeholders enter, bringing with them their own expectations from the institution. In other words, the question of who is the de-facto customer and how c...