Baffling processes

Spoiled by the American system that I’ve dealt with for over half a century, I always experience frustrating processes in dealing, for one reason or another, with state or governmental offices in Europe.

In Italy, just in the past 3 years, I had to do summersaults and run around a lot from office to office to obtain documents or clarifications about procedures relating to the settling of an estate, payment of taxes, dealing with utility companies, etc. ….and I didn’t have a problem expressing myself since I speak the language fluently! Albania, not officially part of Europe yet, is no exception. In both countries it’s not possible to get precise information by telephone, ahead of time, so that what’s needed can be prepared and then presented for action where appropriate. One has to find out in person and being “ping ponged” from one place to another in the process. The procedures are convoluted (work simplification is unheard of!), the paperwork unnecessarily complex (forms design at times illogical!), and the staff interaction mostly unsatisfactory (inadequate training and laissez-faire in general!). Feeling powerless, the public yields to these situations and instead of fighting them, when and where it can, looks for more devious ways to offset these inadequacies in order to obtain the needed results; thus sustaining a corrupted way of life that tends to perpetuate and expand itself.

This week, in Tirana, I witnessed what a local has to endure in order to obtain the renewal of a passport. While in the first police district office I was impressed to find a modern numbering system to serve the large crowd, and the form filling was rather expeditious, the situation was quite different at Police headquarters (across town), where one has to go a couple of weeks later to pick up the new document. Six various teller windows, opened only for 1 ½ hour every afternoon, were completely mobbed by the waiting public, six lines deep, screaming and trying to juggle their way to be able to talk to the staff that, undeterred, kept on yelling out names of the fortunate ones whose passport was ready. The interchange was incredibly noisy and chaotic. Many were disappointedly turned away and required to come back with additional documentation the next morning to talk to a ”chief” about how to speed the process. A couple of people I talked to while watching all this happening sadly informed me that they had already spent four days going through this repetitive mode of operation.

The following morning the chief, supposedly available for one hour, appeared at the window 40 minutes late. Realizing that the large crowd couldn’t be accommodated within the time limit, asked a police woman to just jot down the names of those who came and retrieve the additional required documentation. The afternoon process of checking whether the passport was finally available was an exact duplicate experience of the day before. And so life goes on…..