By Er. Meraj Gulzar
A curious contradiction exists within our democracy. The very individuals who are designated as “public servants” are often perceived by citizens as the most intimidating figures in public life. From village offices to government secretariats, ordinary people frequently enter official premises with anxiety, caution, and sometimes even fear.
Why should this be the case?
A citizen approaching a government office is not seeking charity. He is not asking for a personal favour. In most cases, he is merely requesting a service, a certificate, a permission, a benefit, or a decision to which he is legally entitled. Yet many citizens prepare for such visits as if they are appearing before a judge or pleading before a monarch. The problem is not merely procedural; it is cultural and constitutional.
Despite more than seven decades of democratic governance, traces of a colonial administrative mindset continue to linger. The British bureaucracy was designed to govern and control the population. Independent India inherited much of that administrative structure. While our Constitution transformed the relationship between the State and the citizen, elements of the old hierarchical culture continue to survive within some institutions.
The result is a visible power distance between citizens and officials. A senior bureaucrat often commands enormous influence over matters affecting people’s lives—be it land records, business approvals, welfare benefits, licenses, public infrastructure, and countless other issues. This concentration of authority can sometimes create an environment where citizens feel compelled to remain silent, when treated harshly.
Anyone who has spent time in government offices has witnessed the scene. People wait for hours outside offices. They speak in subdued tones. They hesitate before asking questions. Some leave without raising legitimate concerns because they fear offending an official whose decision could affect their future. The irony is striking: in a democracy, the citizen is sovereign, yet many citizens feel powerless in the presence of those appointed to serve them.
Is such a fear healthy for any democratic society?
The concern is not merely administrative; it is constitutional. Article 14 of the Constitution guarantees equality before the law and equal protection of the laws. Article 21, as interpreted by the Supreme Court of India, encompasses the right to live with dignity. The Preamble itself promises Justice, Liberty, Equality, and Fraternity, assuring the dignity of every individual. These constitutional principles require that citizens approaching public offices be treated not as supplicants seeking favours but as equal stakeholders in a democratic republic.
When public officials treat citizens with disrespect, intimidation, or arbitrariness, the issue extends beyond mere discourtesy. Such conduct risks undermining the constitutional values of equality, dignity, and fraternity that form the foundation of our Republic. While not every unpleasant interaction amounts to a legal violation, behavior that is arbitrary, discriminatory, or abusive can invite judicial scrutiny under Articles 14 and 21. The Constitution envisions a government that serves its citizens with fairness and respect, and any departure from these principles weakens public trust in democratic institutions.
Respect for public institutions is essential, but respect should never be confused with intimidation. A democratic government derives its legitimacy from the people. Public officials occupy positions of trust, not privilege. Authority is granted to facilitate public welfare, not to create social distance. As courts have repeatedly emphasized, public office is a public trust, and the powers attached to it must be exercised for the benefit of the people.
A simple question deserves reflection: If public servants are truly servants of the public, why do so many citizens still feel like subjects in their presence?
The Constitution of India does not merely establish institutions of governance; it defines the relationship between the State and the citizen. Public office is not a badge of superiority but a position of trust. When citizens are made to feel inferior, intimidated, or powerless in the very offices meant to serve them, the spirit of the Constitution is diminished.
Are all bureaucrats intimidating?
No, to be fair, many bureaucrats are dedicated, honest, and hardworking. They work under immense pressure, manage enormous responsibilities, and often operate with limited resources. Many officers have transformed districts, improved public services, and earned the admiration of citizens. The issue, therefore, is not about individuals alone; it is about institutional culture.
The best administrators are often those who make citizens feel comfortable enough to speak openly. They understand that accessibility is a strength, not a weakness. They recognize that empathy and efficiency can coexist with authority. They command respect not through fear, but through fairness, competence, and integrity.
What is the Way Forward?
The future of governance lies not only in digitization and policy reform but also in humanizing the relationship between the State and the citizen. Government offices should inspire confidence, not fear. Citizens should leave feeling heard, not humbled.
Equally important, citizens must recognize their own dignity. Respect for public institutions is essential, but respect should be mutual. Democracy functions best when citizens and public servants interact as partners in governance rather than as subjects and rulers.
A mature democracy is not measured merely by the strength of its institutions but by the confidence with which an ordinary citizen can walk into a government office and expect to be treated with dignity, fairness, and respect. Reducing the distance between citizens and bureaucracy is therefore not only an administrative necessity—it is a constitutional imperative.
Training in citizen engagement, communication, and public service ethics should become an integral part of administrative culture.
Author Meraj Gulzar is an IT professional, entrepreneur, and hospitality sector stakeholder based in Srinagar, Jammu & Kashmir and can be reached at [email protected]. The views expressed are personal.
