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Can you blame the system or the individual? What am I talking about? Well, this afternoon I went 23 floors upto the Utility Building on Bangalore's Mahatma Gandhi road where a railway ticket reservation centre was inaugurated a month ago or so. There were around 15 people in the queue and all of 2 counters open, when there really should have been 4. The time was very much within working hours (4 pm on a Monday). Yet, at 420 pm, one of the two chaps at the counters decided he wanted to have a coffee break. Did someone say "No problem with that. You can't be cruel. A man's gotta do what a man's gotta do"? True, the trouble is there was no coffee/tea stall/shop/vending machine on the 23rd floor. Our friend decided he had to go all the way to the ground floor to have his caffeine. Shouldn't the counter service person be a little more flexible when there are only 2 counters open and 15-20 odd people waiting for ticket reservation? Is he to blame? What about the system? Here's where the system comes in. Why couldn't the authorities provide a nice tea stall given that the railways has recently diversified into catering and tourism? I suppose all the computerisation in the world is of no use unless there is a change in attitude, both at the individual level as well as in the system.
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