Of Phones and Public Service Catherine Sasman I find it just incredible and incomprehensible that one can phone practically any switchboard at any of the offices of government and find yourself waiting, and waiting, and waiting for someone to answer the phone. I have had the experience where a telephone rang, and then later went off by itself – ten times! – at one government agency. Judging from such experiences – too many to count – one has no choice but to think that there are no switchboard operators, or receptionists – whatever name they go by – in government service. Presumably, there is no-one dedicated to man – or person in more gender-aware terms – these telephones conscientiously enough for a prompt pick-up and referral response. And yet, receptionists provide a window to any organization, be it state or non-state. I recall an incident where a Dutch national, in search of a work permit, had to physically go to our Home Affairs offices. She had made an appointment with one or the other Home Affairs official, and found herself inside one of the upper-floor corridors in search of the said official. To her shock and horror – and eventual understanding of why her incessant phone calls had not been answered or returned – she came out reporting that at least 20 telephones were ringing while officials merely walked by, or away, from the shrilling attempts by most likely the public for assistance. I do not claim to know how telephones in public offices are being managed. I would simply like to put it that whatever that entails, clearly does not work. It is not user-friendly. It does not invite the public to phone their public offices. And it certainly does not give the impression that there is a public service out there desirous of being of assistance to anyone phoning in from outside. And I do not claim to understand the workload or working conditions of public servants. But it is my understanding that if we are employed and earn a salary, there is the expectation that we should perform accordingly. Public servants do not do the public a favour by picking up their phones and answering pertinent questions. It is their paid duty to do so. I also do not claim to know the answer to the annoying phone matter. But I do know that if we want to be taken seriously as a country that means business in a globalized world, then we have to take our telephone etiquette more seriously – very seriously, in fact. Eewa!