16 Employees of NOIDA Authority Punished for not providing quick Customer Service
At least 16 employees of the Noida residential plot department were made to stand for 20 minutes as punishment for delaying services to citizens, particularly an elderly man. The punishment was imposed by Noida Authority CEO Dr. Lokesh M, who expressed strong displeasure at the officials’ laxity. The incident, captured on CCTV cameras, has since gone viral and sparked widespread discussion about accountability in government offices.
Background and Context
The New Okhla Industrial Development Authority (Noida) office is a hub for hundreds of residents who visit daily for various administrative services related to residential plots, properties, and grievances. To monitor staff efficiency and ensure timely public service delivery, the office is equipped with 65 CCTV cameras. Dr. Lokesh M, a 2005-batch IAS officer who assumed charge as Noida CEO last year, frequently reviews footage from these cameras to maintain discipline among the staff.
Dr. Lokesh has emphasized the importance of reducing delays, particularly for senior citizens and other vulnerable groups, as they often face prolonged waiting periods at government counters. He has been clear in his directions that all staff must promptly address citizens’ needs or inform them transparently if their work cannot be processed immediately.
The Incident
On Monday, during his routine review of CCTV footage, the CEO observed an elderly man standing unattended at one of the counters. Concerned by this, he immediately intervened and directed the female official at the counter to attend to the man without delay. He also instructed her to inform the man clearly if his request could not be processed, ensuring that he would not wait unnecessarily.
However, about 20 minutes later, the CEO again checked the footage and noticed that the elderly man was still waiting at the same counter. Frustrated by the disregard for his earlier instruction, Dr. Lokesh M decided to take swift action. He went to the residential plot department personally and reprimanded the officials for failing to prioritize citizens’ needs.
As a form of punishment, he instructed all the staff present at the counters—about 16 employees, including several women—to stand and continue working for 20 minutes. The move was meant to serve as a lesson to ensure officials understand the importance of prompt service and accountability in their roles.
The Viral Video
A video of the incident, which has now gone viral, shows the employees standing while performing their tasks. The footage highlights a rare instance of immediate accountability in a government office, where officials were publicly disciplined for their lack of responsiveness.
Public Reaction
The CEO’s decisive action has been widely praised on social media, with many users commending him for addressing inefficiency in government offices. Social media posts and comments described the move as necessary to instill discipline and ensure citizens, especially senior citizens, are treated with the respect and urgency they deserve. Users emphasized that such actions set a strong precedent for other government departments where delays and lack of accountability are common complaints.
Many lauded Dr. Lokesh M for his hands-on approach and willingness to hold staff accountable, as opposed to bureaucratic indifference often associated with public offices. The incident has sparked a broader discussion on the need for improved public service delivery and stricter monitoring mechanisms to ensure that citizens’ grievances are addressed efficiently.
