Getting Your License Done -- the Proper Way

Let me ask you a question: How hard do you think it is to get a driving license done in India by following the proper process, i.e. by not using the help of driving schools, agents and middlemen?

1 - cakewalk ... 10 - impossible

Of course, I am assuming that you satisfy the necessary legal requirement for holding a driving license in the first place, i.e. you are an adult who knows how to drive, and doesn't suffer from any of the listed health conditions which debar you from driving.

I have waited for this day with bated breath for three months so that I could share with you my answer to the above question. Today, I want to share with you all that I have got my driving license issued from the RTO, Electronics City, Bangalore -- all using legitimate methods. And, in my estimate, I would place the difficulty level somewhere in the middle of the bar (between 4 and 6).

Last evening, when I finally got sure that my license is indeed done, I shared the news with many of my friends, assuming that this achievement was one of its kind. What I came to know is that there are many amongst my own friends who have been there done that before me. Instead of dampening my exhilaration, it only strengthened my conviction that this piece ought to be written. There are many who have been getting their license done without resorting to curved paths (or short cuts): driving schools, agents, or blatant bribing. It's possible go straight for it and get it. People have been doing it successfully.

And this positive fact needs to be talked about as much as the issues of the system. One of the reasons corruption and inefficiency sinks into the DNA of a system is because citizens lose hope and stop trying to use it in the legitimate way. Only the negative aspects get talked about, and the positive instances, which are probably already in minority, get ignored. Eventually, a public opinion that 'nothing works here' gets entrenched in the public psyche. Therefore, if there are positive instances, they should definitely find mention, so that the vicious cycle of cynicism and despondency can be broken.

So, that's the first reason I write this article: to spread a message of hope and positivity, and encourage people to try going the legit way. It was indeed an eye-opener for me to learn that so many of my friends had actually successfully got their DL through legitimate method. Had I known this before I embarked on my journey to get my license, it wouldn't have appeared so perilous and daunting to me.

Following are the other reasons for writing this article:

1. I wish to share my experience of wading through the process with those who would like to try getting their driving license done using legitimate means. Hope it helps them.
   
2. I would like to share some observations regarding why might the citizens' current experience with the RTO not be as pleasant as it should be, and what could be done to improve it. I would like to assume that someone out there is listening, who has it in his hands to bring out positive changes in the system.

How to Get Your License Done

Well, the process is all out there on the Internet I think. Yet, following it isn't all that straightforward. There are bells-and-whistles, pitfalls and caveats, which can cause the whole thing to become disproportionately complicated.

One more point. While much of the following information should apply nationwide with minimal modifications, there are details specific to Electronics City RTO too.

Another point. These instructions are as per how things stand at present. By the time you are reading it, things may change: the process, the website design etc.

One final point. A disclaimer. These are not official instructions, just what I am able to recollect from memory, which already is beginning to gather dust due to the passage of several months since I went through it myself. But, I am confident that I will say nothing that will misguide you.

1. Learner's License

1.1 Get written test appointment (online). Your first point of stop is this. This is Parivahan site, courtesy GoI. Select your state. And you land with many choices. The first of them (as per the layout while I write this) is Apply for Learner's License. Go ahead, click it!

The list of things you would do here will appear. The online wizard will help you go through the process. If I remember correctly, at some point, you would need to upload a photograph. The photograph file is required to be very small, probably < 200KB.

You would need to pay up the charges for the online test. Note that the online test isn't completely online. It's more a computer-based test. To take this, you have to visit the RTO on the day you select as a part of the above process.

1.2 Appear for test (RTO)

You reach the RTO on the designated date at the designated time. But as per my observation, its complete chaos at the venue. You stand in a long queue. You pay up your fees at the cash counter. Your name gets called, and you have to strain not to miss that. If you do catch your name called, you get into this room with 10-15 computer terminals. You go sit on one of them, and start your test. It's a computer based quiz consisting of 15-20 multiple choice questions. If you know the answers, you get done within a matter of minutes. If you pass, you will immediately be notified. You receive a link in SMS later that day or may be the next from which you can download the soft copy of your learner's license.

2. Permanent License

2.1 Get driving test appointment (online)

Your learner's license is valid for 6 months after which it lapses. The permanent license must be obtained within that period. You can apply for a permanent license only when you have a valid learner's license.

2.2 Appear for test (RTO)

Here's where I saw a lot of confusion, not just among the applicants, but also among people inside the system, including RTO employees. Remember this: All tests happen in the testing tracks around RTO Electronics City (and I am being specific here only for applications for this RTO). There are many there who will tell you that you have to go to the testing tracks near Huskur Gate to appear for your tests. That's a misinformation. All driving tests for LMVs and two-wheelers happen right there, near the RTO. Tests for applications coming via driving schools are taken in a different track -- about 300-400 metres south west of the RTO building, while tests for individual applications, which comprise of a small minority of all applications, happens almost right outside the RTO gate. It's an ad-hoc arrangement; no designated track or anything. The inspector stands in some corner and asks you to take rounds in the midst of general traffic. It's anybody's guess as to how closely he examines you when there are multiple applicants driving their vehicles in the midst of a sea of general traffic. But let's not get into cynical thoughts.

Another important practical insight is that the appointed date of your test may be of consequence, but the precise timing is not. You may take the first slot in the morning intending to get done and save the rest of your day for something else. No! The time at which your test will take place depends on the availability of the inspector, and the crowd that day. We have two instances to quote. In both cases, the tests happened around midday. But, I wouldn't advise you to take a morning appointment and arrive around midday. It's better to arrive on time and be mentally prepared to wait till noon.

Yet another thing to remember. If you have applied for multiple vehicles, e.g. LMV and MCWG, please either take two appointments one for each so that you can go with your car and motorcycle separately. Another alternative is to take a companion so that you have both your vehicles with you. Yet another alternative is to find someone and borrow his vehicle (of course, I consider this a very precarious way of doing things). In other words, it's essential to have handy a vehicle one which you would appear for your test. Common sense!

2.3 Document verification (RTO)

If you clear your test, you proceed to counter number 9, first floor (again, this is an information specific to RTO, Electronics City). There, you stand in a long queue. When your turn comes, you get a retina scan and a signature, and thumbprint done. You pay some extra fees (around Rs. 60/-) there.

That's it. You are done. You can go home. If things work well, you will get your DL through speed post delivered at your address, typically within a week, but sometimes within a month (caveats apply -- see below).

Suggestions to RTO

The declared process really has only two steps: LL and DL. That's it. But in reality, it turns out more winded than that -- all due to unnecessary things. By recounting my actual experience of following the process, let me see if I can bring out where the system suffers inefficiencies which can be dispensed with. 

Help desk

I felt I wasted the greatest amount of time in trying to figure out what to do next. There is one Sakal counter where there sits an official whose mannerisms, when he is there, aren't inviting enough to make you feel like asking for guidance from him. In short, it's an ineffective contraption -- that Sakal counter. In fact, to minimise the time wasted by the applicants in muddling around in the RTO, a good helpdesk is critical. It should be the single point of entry and should have enough width to be able to handle to peak load gracefully. Right there, all document verification, payment, and any other paperwork should be gotten out of your way. If you get past the helpdesk, all probability of your failing due to process hurdles should be eliminated.

 

Make it Transparent

A sheet charting out the steps to be followed by the applicant should be handed over to the applicant after the verification gets done at the help desk. When the applicant gets past any desk, the official there should provide his signature and seal as an acknowledgement of how far the applicant has gone through. Any paper needed for progress should be managed internally. Token system should be followed to manage the queue at any counter to manage crowding and ensure fairness. 

A number of shops have mushroomed around the area who provide services the need of which really exists because the RTO makes no attempt to provide you with assistance. These people should be brought into the folds of RTO, given employment there.

Revamp the Website

The website is terrible ... terrible! It's designed to make you make mistakes which will cost you time, money and cause a lot of frustration. Again, I am getting rusty with the details. I made a number of mistakes while using the website. This, when I reached the RTO, put me at the mercy of an agent who fleeced me for my services.

Fix the Delivery Process

The DL, once printed, is supposed to be delivered to you via speed post. Mine never arrived. Attempts to follow-up turned out futile. So, what am celebrating about then? Basically, I could download an electronic copy of my DL in my Digilocker app. So, I consider this done and dusted.

But the point is: why are we forced to go back home and wait for our license to arrive via the very unreliable medium mode of Indian Post (sorry, another instance of that pervasive cynicism!)? If we choose, we are happy to come to RTO and collect it from there. Or give us the option of receiving it through some other private courier service. Whatever!

Sarkari and Private

In a recent discussion with some of my socially enthusiastic friends in IISc (not a rarity there), we were lamenting in a usual manner about how things are with the administration of IISc. IISc remains the same old, with its administration being extremely high-nosed and unfriendly in general with the students. I have come across many less efficient government departments. But, having spent a really long time in IISc, the level of inefficiency in many things are quite an eyesore. Particularly because IISc can't complain of lack of resources to be the reason of whatever inefficiency there is.

I had a recent bitter experience with the finance department when I felt extremely harrassed while trying to get my no-dues from there. In IISc, students pay their tuition fees through the bank in the beginning of the semesters. When we are a few semesters old in the Institute, and have already paid our tuition fees many times, we learn that while leaving the Institute, we need to take no-dues from the finance department. To get the no-dues certificate it's necessary to produce the counterfoil receipts of all the semester tuition fees. If we don't, the clerk will go through a clumsy process of trying to figure out if we have indeed paid our fees for all the semesters, which includes manually sifting through a large number of files. If she doesn't find any of the entries, either due to gross error which is quite probable in such a task, or due to the very fact that she doesn't like you for a reason only she knows, then the fines due to late payment are daunting. Rs. 20 per week from the due date. I ended up paying Rs. 13,000/- approximately, out of which around Rs. 5,000/- went as fines. Thank God it was because some fees I allegedly hadn't paid in my 5th year, and not in my first.

This clumsiness is quite inexplicable. Why can't this process be completely automated? How is it possible that the accounts section doesn't maintain a strong report of when and how much tuition fees a student is paying? A degree of automation was introduced since 2005. Till then, all accounts were maintained in some sort of paper files. Accounting and book keeping is an ancient business. I don't think, maintenance of foolproof records of financial transactions have ever critically depended on computers, especially when the bank where the fees are being paid and the account section are within a kilometre (within the campus) of each other. Then why are students harrassed like this? The only record of our having paid the fees is in the bank challans! How ridiculous! And if it's really that important, why aren't the students explicitly directed to preserve their bank challans right when they join the Institute? Regarding late payment of fees,
if there are defaulters, why aren't they intimated through an automated mail? Why isn't there any broadcast mail reminding students to pay their fees?

Another example. It's been a prolonged debate between the administration and the students about how the scholarship renewal process be handled. Students are supposed to initiate this process by themselves. Each and every student in the Institute has to apply for scholarship renewal every year. And yet, the only way a student has a chance of doing it in time is if he remembers it himself which the admin would ideally have him do, or his guide or the Departmental Curriculum committee reminds him. The admin, as ever, will not ask for it. The penalty for failing to apply for scholarship renewal is quite substantial: You lose your scholarship! The money -- tens of thousands of rupees -- simply vanishes into thin air. The worst part is that if you fail to apply for scholarship renewal during the stipulated period, most likely, you won't remember to do so till the next year, or when you finally notice that your scholarships have stopped getting credited to your account. If you are one of those geeky kinds who don't look at their bank-balance until there's no money in your account (and there are quite expectedly many of this type in IISc), you will most probably realise your mistake when it's too late. One of my labmates lost close to Rs. 150,000/-. By any standards, that's a lot of money. No amount of begging or fighting got him back his money. The administration didn't just refuse to help him, but humiliated him when he approached them. Our professor and the Director refused to act on it, and took the side of the admin at all crucial points. I know of many such instances, which means that this is not a rare event. Still, the admin insists on sticking to this archaic process. The process of scholarship renewal can be automated. Or, at least, it can be transformed into a pull model wherein the admin reaches out to the students to fill their scholarship renewal. A broadcast mail can be sent. The possible defaulters can be personally contacted. I don't think, it's asking for too much. The administration works through its various branches in each department. The load on these offices is not overwhelming. If there are maximum 10 defaulters in a department on an average, they can be reached out personally. This exercise, done once every year, doesn't add to their workload by any unreasonable degree. It's quite atrocious to set the penalty of being absent-minded and forgetful at such a high mark.

The opacity of administrative processes is the bane of IISc life. It's a well-known fact that corruption abounds in mess, hostel, estate, and every conceivable administrative department. There have been instances of workers being caught smuggling material out of the messes by students. Such stories don't go a long way. They die out of the public memory after causing a temporary sensation. Malpractices are common and are the prime reason for systems not working in favour of the students. Students are usually too oblivious to notice the leaks in the services supposed to be there for them. For them, their research is a hard enough problem to solve. Meanwhile, corrupt official are enjoying unprecedented freedom to indulge in all sorts of malpractices, ranging from callousness, laziness and corruption.

On the other hand, I have a good experience in private corporate organisations like Philips and TCS. They aren't so complex and huge as IISc. But the reason that things work here is not their small size but the agility with which the facilities, administration, accounts and finance departments work. Automation is brought in aggressively, wherever applicable. Things are clean, transparent and paperless.

Why can't many things be automated in IISc? One of my friends had a simple answer: IISc is a government organisation. More than serving the declared purpose, it also implicitly must provide employment to a certain number of government employees. The day automation is put in place, all these buggers will be out of their jobs. On the other hand, private corporate organisations work on fear. One does his job well, or loses his job. Unlike a government organisation, there's no place for laziness and non-performance.

Our country is inhabited by a series of generations who are just garbage due to centuries of dependence and complacence. The current government (which of course is constituted of members of that garbage generation) is doomed to feed this generation until they die their natural death. I am afraid that these issues won't go with a generation or two. We carry those genes which have expressed and purified over hundreds of years. It will take a comparable time to get rid of those genes I am sure.


Was just trying to remove dust off my pen. :)

Related post: Automation for IISc