The Power of One

The Power of One

Bangalore One has revolutionised the way citizens pay utilitiy services bills, book bus seats, buy domestic flight tickets and file passport applications. More convenience is on its way to a centre near you, says Shilpa CB

Shilpa CB



he average Bangalorean would go from counter to counter, finding a toehold in unending queues during what could otherwise have been a productive day. He had to 'take care' of the many bills imposed on him so he would be assured of running water, electricity, a functioning phone line or even a passport. That was the norm over four years ago. He broke free. Now, he doesn't have to do the rounds of counters but approach the One.



Counter attack

Bangalore One or B1 is the answer to all counters that had weighed down on the aam admi. It is the mother of all counters. BESCOM, BWSSB, KSRTC, BMTC, BSNL, BBMP, BSNL, IRTC, Revenue Department… they meet here, under a single all-encompassing roof. And that's why it draws thousands of people everyday. Farkhunda Begum, 62, drops into the RT Nagar centre — the busiest of them all — at least twice a month. It's come as a blessing, she swears. "I would have to travel quite a distance to Gangenahalli, stand in queues at different offices. It was cumbersome, tiring. But now, I just pay all bills, including my tenants', in one shot," she says as she hands over Rs4,800 to the lady at Counter 11. That's another set of bills cleared with ease.


Falling out of line

Even the difficult passport applications escaped harrowing queues and found the comfort of chairs at B1 centres. They became serious business at the dedicated counters here. "Along with the RPO and Post Office, we are the only ones authorised to offer this service," says a senior manager at CMS, the technology partner of CMS. The accessible, bright, roomy centres peopled with friendly staff have pipped even the passport offices, he says. The sense of accomplishment and pride at handling the sensitive and complex service is palpable in the air at the centres. Every counter is manned and welcoming. Faces don't hide behind computer monitors, the eyes don't shy from making contact. The frills-free, sincere service knocks the spots off most showy multinational banks in town.



Free for all

You can walk in anytime of the day or night, no matter what day of the week it is. And all you have to pay is the exact bill amount, not a paisa more. "We don't even break for lunch. We are always open and that's why we are very popular," says a source from B1. Retired businessman Chandrakanth agrees. "I come here about twice or thrice a month. It's quick and efficient," he says. He's been a B1 loyal since it opened its doors in Malleswaram. It is one of 15 full-fledged centres that provide all services available in the B1 umbrella.



Why it scores?

B1 is refreshingly unlike a government set up. "Anyone who walks in here for the first time and doesn't know much about this initiative is likely to think this is a business run by a private company," says a centre manager. Grammatically incorrect printouts on notice boards or nervous staff might give it away. But then, plenty of seating, ACs, toilets (though inaccessible and ill-maintained in the RT Nagar centre which we checked), drinking water, monitors flashing token numbers, televisions patronising Kannada music channels make up for the shortcomings very well.


One woe at a time

Teenagers who found that they had scored far less than what they should have in the all-important II PUC exams had to queue up before the PUC board, wait endless hours to be lent a ear and to pass on a request for revaluation. This year, they didn't have to take that route. Most just walked into a B1 centre, gave out their addresses, paid their fees for revaluation and got back home relieved. The centre took care of the rest, participating for the first time in an activity which was the domain of the PUC board alone. It was quick, hassle-free. "About 25,000 people opted for the service. What's more, they didn't even have to pay DD charges or even get a DDmade in the first place while remitting the revaluation fee. In fact, it might have been the simplicity of it all that encouraged students and parents to give revaluation a shot," a manager says.



How many they have

Now, thousands stream into the nearly 53 centres. "It's cool here as it is a residential area. The ones in RT Nagar and Indiranagar are the busiest. Our goal is to have one centre in every gulli", says a centre manager. They record a 'cool' 1,000 transactions per day at this one. "In all, we do about 25-30,000 transactions per day. The number touches 8lakh a month," informs another manager. That's only 30% of the population. The rest are waiting to be initiated.



More is less

Yet, there are other counters that haven't submitted to the One. Efforts are on to bring them into the fold, to make things easier for the office-goer who still hasn't been liberated from doing the rounds of a few. Paying LIC premiums, booking hotels and a few others are being considered for the B1 bouquet. "We are trying to tie-up with Jungle Lodges. There is a lot more to be done," says a source. A small percentage of the many messages in the suggestion books are requests for more services. "People want to file tax returns and pay commercial taxes through B1. We're working on it," says a senior member of the B1 team. The resolute 'counter' will get them all, after all it has served relentlessly for more than four years, taking only one day off —the day thespian Dr Rajkumar passed away. Here's to the One!