Digitized Paper Processes of Trinidad and Tobago

Computerize THIS.It drives me a bit nuts when I have to deal with some things in Trinidad and Tobago. When I signed up for electronic billing for Water (WASA) and for Electricity (T&TEC), not to mention Internet (Amplia), I foolishly expected a process that was not reliant on paper.

How foolish of me. I have to print these bills and take them somewhere to pay them, which isn’t really an electronic transaction at all – it just saves these companies money so that they don’t have to bill me for sending me a paper bill, and also, it allows me independence from the local post (TTPost) from sending me my bills late.

Bureaucracy / Bürokratie IITo add insult to injury, the bills don’t just print on one page – they require… 2 pages. Why? Because it’s the same bill that they used to mail to me… and experimentation has shown that, no, I can’t just go with one page. I require both pages to pay the bill.

I’m sure that there are educated people hiding behind this somewhere, but it does their education a disservice to come up with systems that are hardly intelligent. It’s reminiscent of the United States in the 1990s, when some people would not let their fax machines out of their clenched fists.

PaperworkThis goes beyond bill payment – which, of course, is cursed by lack of online payment options for the masses, causing people to lose hours of productivity so that they can stand in a line to create a paper trail. Nevermind the photocopies of identification that still go on.

On a trip to the bank today to deal with paying some maintenance fees, I half-joked to the teller that trips to the bank were like visiting another country. Stamp! Stamp!

Papers, please. Reason for transaction? What’s your dog’s mother’s maiden name? How long was your stay?

Last week, a woman stood before me, not long ago, modem in hand – trying to return it to bMobile – her 5th attempt, which she had documented well with her phone and envelopes full of paper. Why so much trouble? Did you need to ask?

It should be as simple as returning the modem, which they then check the serial number of – it then becomes clear that you’re no longer using it, or should, and be pretty much the disconnection of your account unless you have another modem you purchased yourself and they are already aware of it. But this is not the process.

All of these are symptomatic of people simply adding technology to a paper process – par for the course of a bureaucracy educated beyond it’s intelligence level.

One day, it may aspire to achieve to mediocrity. We’re waiting.

Advertisements

Technology vs. Bureaucracy: a T&TEC Connection

ElectricityOne of the less fun things I get to do in dealing with land ownership is assisting people in getting electrical connections from the Trinidad and Tobago Electricity Commission (T&TEC).  The legitimate way of doing this is the land owner giving permission for the connection to the person getting the connection.

The why of people getting connections on land they do not (yet) own is fodder for another post on Land Laws in Trinidad and Tobago – but take it on faith that it’s done.

In 2008 I did this for someone. 9 years later, I’m doing it for someone else.

First, I’ll tell you how it happens. Then I’ll tell you everything that is wrong with it.

How it ‘Works’

The person getting the connection has to present evidence of land ownership or permission from the land owner. To do this, T&TEC wants to see a deed, and they want a letter from the landowner if the person does not own the land – as well as identification, which they diligently photocopy and probably place in a file somewhere marked, “Kill Trees”. Simple enough, you might think.

To make things easier, a landowner can send a photocopy of their ID and deed along with the person getting the connection.

That gets them ready to get an inspection done. The actual connection requires… all of the above again.

Since I’m not one to send someone running around with photocopies of my ID and deed, all of this means I get the joy of going to T&TEC in San Fernando, where they refer you to an orange desk which is now closer to a pink salmon (I asked a woman with matching nail polish what color her nails were). We sat there for an hour or so, watching frustrated T&TEC employees chained to keyboards of a system that was ‘giving trouble’, got to the desk and – fortunately – I had prepared everything for them so that in 15 minutes of photocopying and signatures, I could move on with my life. I don’t know how long the person getting connected stayed after.

How it Should Work.

A lot of people don’t know that T&TEC, circa 2010, mapped T&TEC poles all over Trinidad and Tobago and has them on a map. They can, with accuracy, tell you where they have their poles. And these are on a map of Trinidad and Tobago that had, or should still have, an up to date list of all the surveys registered in Trinidad and Tobago.

I say this because anyone with a deed can walk in and get someone else connected on someone else’s land. That’s clearly fraud, but it can happen by mistake when a land owner doesn’t know where their boundaries are. Therefore, the requirement of the deed is actually worthless without a survey that shows where the connection will be.

As I recall from years ago, I had to do this for a Water and Sewage Authority (WASA) connection around 2010. In my opinion, this is more in line with Land Law in Trinidad and Tobago, but I am no attorney and do not play one on the Internet.

The registered survey than be searched for if it were linked with the Ministry of Planning And Development, Town and Country Division systems. Then that would, if connected, be able to search the registry of Deeds at the Red House (which does not yet seem computerized).

If this were done, it would be apparent who legally owns the land, whose permission would be needed, etc. It would, of course, require the various databases to be kept up to date and interconnected.

And identification? Does no one see a flaw in accepting photocopies of identification not done on site? I could easily scan something in and alter it, printing it out. No, instead why not just have the T&TEC employee verify the identification is legitimate and enter the relevant information? Why are we killing trees in 2017 over this nonsense?

So, why hasn’t all of this been done? Why should this be hard to do? Why not remove the potential for error and corruption by appropriate use of technology?

There’s a question that should haunt every government administration since Independence. It’s a symptom of the larger problems, the elephants in the room that have ground the fine china into powder. Ministries not working together, a lack of a holistic vision, and a flood of ‘we like it so’.

I now return you to your regularly programmed bureaucracy.